CVABACCT Business Culture in Tourism

School of Business Administration in Karvina
Winter 2022
Extent and Intensity
1/1/0. 5 credit(s). Type of Completion: zk (examination).
Mgr. Martina Chylková (lecturer)
Guaranteed by
Mgr. Martina Chylková
Department of Tourism and Leisure Activities - School of Business Administration in Karvina
Contact Person: doc. Ing. Pavlína Pellešová, Ph.D.
Tue 10:35–11:20 VD103
  • Timetable of Seminar Groups:
CVABACCT/01: Tue 11:25–12:10 VD103, M. Chylková
Prerequisites (in Czech)
FAKULTA ( OPF ) && TYP_STUDIA ( B ) && FORMA ( P ) && ( ROCNIK ( 2 ) || ROCNIK ( 3 ))
Course Enrolment Limitations
The course is only offered to the students of the study fields the course is directly associated with.

The capacity limit for the course is 25 student(s).
Current registration and enrolment status: enrolled: 2/25, only registered: 0/25
fields of study / plans the course is directly associated with
Course objectives
The aim of the subject is to develop student professional skills in intercultural environment.
Learning outcomes
After completing the course students will be able cope with the key topics in the area of culture, job description of the staff in tourism, and oral and written communication for interaction with clients.
  • 1. Culture specifics of international communication in tourism
    Intercultural communication and its specifics. Language and culture. Culture values and their impact on communication in tourism. Culture dimensions and their practical application in tourism. Case studies illustrating various aspects of culture dimensions.
    2. Adaptation to the target culture
    Process of acculturation. Acculturation models. Examples of different stages of acculturation in various cultures. The phenomenon of culture shock. Symptoms of culture shock. Ways of overcoming culture shock. Reverse culture shock and its intensity.
    3. Arrivals, registration procedure and hotel information
    Cultural differences in greetings. Points of arrival. Welcoming visitors. Greeting and introducing. Car hire. Arrival information. Describing arrival services. Registration procedures. Hotel services. Hotel information. The staff structure of hotels.
    4. Customer care
    Importance of customer service. Customer Expectations. The online effect. Benefits of delivering excellent service. Dealing with complaints. Quality assurance techniques.
    5. Representative responsibilities
    Types of holiday reps. Resort representative. Giving a welcome meeting talk. Holiday health. Positive attitude to customers. Tips on tipping, transport, local tips. Explaining arrangements. Language of calming and dealing with crisis.
    6. Written communication
    Hotel information. Preparing notes for commentaries. Email application. Reservations. A conference enquiry. Reporting to the manager. Solving complaints. Transport and timetable information. Adverts. Producing a questionnaire.
    required literature
  • CHYLKOVÁ, Martina and Krystyna HEINZ. Business Culture in Tourism: Distance learning study materials. 1st ed. Karviná, 2018. 130 pp. ISBN 978-80-7510-296-6. info
  • WALKER, R. and K. HARDING. Tourism 2. Oxford: OUP, 2007. ISBN 978-0-19-455103-8. info
    recommended literature
  • QUINTANILLA, K. M. and S. T. WAHL. Business and Professional Communication. Los Angeles: Sage Publications, 2011. ISBN 978-1-4129-6472-2. info
  • POWELL, G. N. Women and men in management. Los Angeles: Sage Publications, Inc., 2011. ISBN 978-1-4129-7284-0. info
  • BOOTHMAN, N. Trénink obchodní komunikace. Praha: Portál, s.r.o., 2004. ISBN 80-7178-904-6. info
Teaching methods
lecturing, interactive lecture, discussion, reading
Assessment methods
Presentation Seminar work Exam
Language of instruction
Further comments (probably available only in Czech)
Study Materials
The course can also be completed outside the examination period.
Teacher's information
Requirements on a student: seminar work with presentation, presence on seminars.
Assessment methods: presentation (20 %), seminar work (10 %), 70% obligatory attendance (10 %), Exam (60 %).
The course is also listed under the following terms Winter 2018, Winter 2019, Winter 2021.
  • Enrolment Statistics (recent)
  • Permalink: