CREDITS: 3 North American credits / 39 lecture hours + excursions
This immersive course is comprised of 2 Modules and offers a powerful understanding of how to successfully manage a service business with practical, hands-on training in writing and presentations. The objective of this program is to introduce students to service management concepts and literature to build their abilities to improve service in any business setting. Since communication is a key component of service delivery, significant time is spent learning and practicing spoken and written communication.
Module 1: Business Communications
Student’s capabilities in written communication, oral presentation and non-verbal communication are developed and enhanced within a business and management context. Report and technical writing, presentation preparation, public speaking, business etiquette, negotiation skills, time management and inter-personal communication skills are among the topics emphasised. The IWIBM integrates business communications with service management and students will make presentations on the core business challenges discussed in service management.
Module 2: Service Management
This module helps students to understand how service organisations can best design themselves for effective and professional customer service. Company visits and guest speakers are arranged to help students better understand the theories.
Cultural activities include team building, sightseeing tour and a ski trip to Mt. Washington Alpine Resort. The aim is to help students become familiar with Canadian culture and society, enhance their social communication skills, experience service in the hospitality sector first-hand, apply what they learn in class to everyday life, and enjoy Vancouver Island.