Vocational College for Catering and Tourism Maribor
Vocational College for Catering and Tourism Maribor
Vocational College for Catering and Tourism Maribor
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dr. Tanja Angleitner Sagadin<br />
<strong>Vocational</strong> <strong>College</strong> <strong>for</strong> <strong>Catering</strong> <strong>and</strong> <strong>Tourism</strong> <strong>Maribor</strong>
Today’s topics<br />
Slovenia <strong>and</strong> tourism<br />
Survey background<br />
Verbal <strong>and</strong> non-verbal communication<br />
<strong>Vocational</strong> college curricula<br />
FL in tourism in Slovenia
Slovenia <strong>and</strong> <strong>Tourism</strong><br />
No tourism without <strong>for</strong>eign languages<br />
Trend: local <strong>for</strong> the local<br />
Think beyond borders<br />
Cross-cultural interface – daily usage
Destination <strong>and</strong> language<br />
Growing guest numbers<br />
Growing interest<br />
Destinations struggle with FL<br />
FL as important tool <strong>for</strong> communication<br />
Improvement of language skills<br />
FL communication vital <strong>for</strong> customer<br />
satisfaction
Survey<br />
Reason<br />
Time-frame<br />
Method: survey <strong>and</strong> interviews<br />
Pre-interview sessions<br />
Field work
Survey - Geographical location<br />
26 municipalities & 50 communities
Survey<br />
Data analysis = SPSS (ver. 17)<br />
Reliability = .771 acc. To Cronbach’s alpha<br />
test<br />
Descriptive & multivariate statistical methods<br />
14 descriptors of language awareness<br />
2 demographic descriptors (name&location)<br />
Individual observation
Survey – Sample<br />
TYPE FREQUENCY PERCENT<br />
<strong>Catering</strong> 127 67.9<br />
Accomodation 31 16.6<br />
Natural & cultural sites 18 9.6<br />
Other 11 5.9<br />
Total 187 100.0
Verbal communication<br />
Language<br />
Mean value<br />
ENG 2.5348<br />
GER 2.4545<br />
ITA 1.5722<br />
1 – don’t speak 2 – passive 3 - active
Non-verbal communication<br />
Checked in the following areas:<br />
• Outdoor (welcome signs, parking, directions)<br />
• Entrance<br />
• Toilets<br />
• Communication & socializing areas<br />
• Web-page<br />
• Sales tools (brochures, catalogues, menu, wine<br />
list, price list)
Signage in FL<br />
CATERING ACCOM. NAT&CUL OTHER TOTAL<br />
ENG 19 2 1 2 24<br />
GER 8 0 2 0 10<br />
ITA 1 0 0 0 1<br />
NO 70 5 6 4 85<br />
ENG/GER 25 10 6 1 42<br />
ENG/GER/<br />
ITA<br />
4 14 3 4 25<br />
TOTAL 127 31 18 11 187
Interesting aspect<br />
Surveyed area: Sun & Amber route<br />
• Signage: customer friendly<br />
• STB: tourist product!<br />
• Customized <strong>for</strong> individual travelers<br />
• Signage should be esential
Marketing & sales tools<br />
Web-page<br />
<strong>Catering</strong> Accomod. Nat&Cult. Other Total<br />
ENG 9 2 2 1 14<br />
GER 3 0 0 0 3<br />
NO 87 3 7 1 98<br />
ENG &<br />
GER<br />
ENG &<br />
GER&ITA<br />
21 6 5 3 35<br />
5 20 4 6 37<br />
TOTAL 127 31 18 11 187
Marketing & sales tools<br />
Brochures<br />
<strong>Catering</strong> Accomod. Nat&Cult Other Total<br />
ENG 6 2 0 0 8<br />
GER 9 1 0 0 10<br />
NO 85 2 5 3 95<br />
ENG/GER 17 6 8 0 31<br />
ENG/GER/<br />
ITA<br />
10 20 5 8 43<br />
TOTAL 127 31 18 11 187
Interviews<br />
Awareness<br />
Application<br />
Fear
<strong>Vocational</strong> <strong>College</strong> Curricula<br />
Reasons <strong>for</strong> the lack of FL<br />
communication<br />
New curriculum 2006/2007<br />
Skills, competences, languages
Learning outcomes<br />
Know<br />
Underst<strong>and</strong><br />
Demonstrate<br />
Demonstration = usage
FL education<br />
What do we teach them?<br />
General terms?<br />
Professional terminology?<br />
Phrase book English or wider issues?<br />
• Fit <strong>for</strong> the purpose!<br />
• Appropriate <strong>for</strong> the user!
Renewed FL programme<br />
Focuses on managerial posts<br />
Covering all themes <strong>and</strong> topics<br />
Wider knowledge
Conclusion<br />
Level of<br />
knowledge<br />
Non-verbal<br />
communication
Conclusion ...<br />
Improved FL knowledge<br />
Better promotion<br />
Better service<br />
Increase the possibility of “being<br />
found”
Thank you
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