CADRE THÉORIQUE
Définition et importance des compétences de communication dans l'apprentissage
1.1.1 Définition des compétences de communication
Skills encompass the knowledge and experiences we acquire throughout life According to Ph.N Gônbôlin (1973), "Skills are relatively primary means to perform any action, based on the knowledge and competencies gathered by the individual during their activities" [61, p.154] Similarly, VA Krutretzki (1980) emphasizes the importance of these competencies in effective action.
Skills are methods for executing tasks that individuals undertake In certain cases, skills represent a way to leverage knowledge, applying it effectively in practical life situations.
Communication is the act of conveying intentions and thoughts from one subject, whether an individual or a group, to another using signs, symbols, and shared communication rules According to Nguyen Ngoc Bich (1998), "Communication is the contact between two or more people through linguistic means to exchange information, feelings, understanding, interaction, and mutual adjustment." Tran Trong Thuy (2006) further elaborates that "Human communication is an intentional or unintentional, conscious or unconscious process in which emotions and thoughts convey messages through linguistic or non-verbal means."
Beaucoup de chercheurs abordent le sujet des compétences de communication sous des angles divers Ces chercheurs ont défini des compétences de communication selon les manières différentes
According to Michelson, communication skills can be understood as abilities developed through education and training, which include appropriate verbal and non-verbal behavior in specific situations and circumstances, ultimately aiming for high effectiveness in interactions with others.
According to Nguyen Van Dong (2007), communication skills encompass the ability to effectively apply knowledge of communication processes and the factors that influence them These skills involve the harmonious coordination of linguistic, non-linguistic, and technical communication methods to achieve the intended communication goals Key components of communication skills include understanding the communication processes, subjects, environment, and objectives, as well as utilizing various communication means effectively.
En résumant les définitions présentées tous les aspects différents ci-dessus, nous pourrons tirer quelques définitions de compétences de communication
Communication skills refer to the ability to effectively use verbal language and body language to express thoughts, ideas, and feelings clearly and persuasively, while promoting two-way communication.
Effective communication is a skill that learners must gradually develop, enabling them to express themselves in various situations It involves an interactive relationship between a sender and a receiver, requiring the ability to understand one another The ultimate goal is to produce statements that are appropriate for any communicative context.
To effectively learn a language, developing communication skills is a crucial goal for students This involves mastering various aspects such as pronunciation, rhythm, and intonation, as well as addressing comprehension challenges in interactive situations Additionally, understanding oral grammar and the cultural nuances of communication in the target language is essential Ultimately, strong communication skills are key to achieving success in language learning.
1.1.2 Importance des compétences de communication
Communication skills are among the most essential competencies of the 21st century, encompassing a blend of rules, art, manners, and practical responses developed through daily experiences These skills have evolved into an art form, incorporating various sub-skills such as listening, comprehension, body language, and effective use of words and intonation To enhance communication abilities, individuals must practice regularly and apply these skills in diverse situations As American politician Les Brown states, communication skills are vital tools in pursuing your goals, whether they involve family, colleagues, or clients.
In any workplace, regardless of your role, daily interactions with various individuals such as bosses, colleagues, clients, and partners are essential Strong communication skills enable you to convey your message effectively to your audience Additionally, using appropriate language to express your ideas fosters rapport with listeners When they connect with you, it simplifies all interactions.
Mastering communication skills will enhance your ability to listen and understand the speaker's emotions This active engagement in conversations makes others feel valued and appreciated, fostering deeper connections with new friends and strengthening your relationships As a result, your standing in the eyes of others will also improve.
Ce que vous dites a plus de poids Ainsi, vous pouvez avoir autant de succès que prévu à l'avenir
Communication skills serve as a vital link in fostering workplace relationships, enabling you to build strong connections with others By enhancing your communication abilities, you become more likable and gain the trust of your colleagues Conversely, lacking effective communication can lead to misunderstandings and mistakes due to poor statements.
Brian Tracy (1981), a well-known author in the self-help genre, emphasizes that communication is a skill that can be learned, much like riding a bike or practicing typing By investing time and effort into improving this skill, individuals can significantly enhance the quality of various aspects of their lives.
Strong communication skills are essential for achieving success in both work and life, as they enable you to effectively express your viewpoints and connect with others By developing your unique communication style, you become more appealing and reduce misunderstandings that can lead to conflicts Recognizing the significance of communication skills can greatly enhance your professional relationships, making you trustworthy, likable, and respected To cultivate these skills, it's important to engage in training and learn from personal experiences, allowing you to adapt flexibly to various communication scenarios.
Caractéristiques importantes dans la communication d'une langue et facteurs
1.2.1 Caractéristiques importantes dans la communication d'une langue
Une bonne prononciation est un facteur très important dans la communication
To ensure effective communication and understanding, it is essential to pronounce words correctly Developing clear articulation and producing distinct syllabic sounds requires a disciplined learning approach.
Proper pronunciation enhances participants' self-confidence in a foreign language Mastering this fundamental aspect fosters assurance, allowing individuals to feel comfortable while communicating Additionally, good pronunciation builds trust in various communication scenarios and boosts their motivation to engage further.
1.2.1.2 Volume et vitesse de la voix
Two key factors reveal a communicator's level and capability: speech speed and volume A speaker with a slow pace and low volume often struggles with expression, communication skills, and self-confidence, resulting in rushed speech and poor breath control In contrast, a speaker who maintains a rapid flow and clear, strong volume demonstrates mastery in recitation Therefore, learners must focus on mastering their conversations by controlling their speech flow and employing appropriate expression methods, adjusting their volume and speed according to the communication context.
The effectiveness of communication is influenced by both volume and clarity When delivering a message, the speaker must adjust their voice or media volume to ensure clarity, allowing the listener to grasp all essential information If the sound is too loud, it can hinder effective communication and lead to disrespect from the audience.
1.2.1.3 Temps de pause entre les phrases
Pausing between sentences during communication is crucial as it enhances the clarity of the message These pauses allow the speaker to articulate their intentions more effectively and take time to contemplate the next phrase Additionally, a measured pace prevents the dilution of expressive value, ensuring that ideas are clarified, organized, and presented logically.
According to Nguyen Thien Giap (1998), "intonation is the variation of pitch, amplitude, and duration in a sentence." It serves as a means to classify speech and primarily connects different parts of discourse, enhancing the clarity of spoken language Intonation indicates the characteristics of various types of sentences and functions as a genuine grammatical method Additionally, it plays a crucial role in expressing the diverse emotional nuances of words.
To communicate fluently in a foreign language, it is essential to understand vocabulary and grammar Vocabulary must be used appropriately in conjunction with correct grammar to form complete sentences for effective communication.
Connaợtre les rốgles dans une langue montre que vous ờtes respectueux de l'auditeur et crée de la confiance en vous lors de la communication
1.2.1.6 Culture de la communication dans la langue
Each country has its unique communication methods that shape its characteristics Communication culture encompasses the human interactions within society, where individuals regularly exchange and receive information A person's communication culture in a civilized society reflects an open, friendly, and polite attitude towards others, demonstrating respect for those they engage with, regardless of the country Every nation, locality, and language has its own cultural norms, making it essential for someone proficient in a foreign language to also understand the communication culture associated with that language.
- Ajuster notre style de communication avec différentes personnes
- Respecter les cycles de communication
- Être prêt à répondre à tout moment
1.2.2 Les facteurs affectant l’apprentissage des compétences de communication
Celce-Murcia and Olshtain (2000) argue that communication competence is often regarded as the most challenging skill to understand and develop, as it requires learners to integrate various auxiliary skills such as vocabulary, appropriate word choice, grammar usage, and social knowledge related to the subject matter Consequently, numerous factors impact students' learning and practice of these skills Many researchers have published articles, research papers, and books highlighting the challenges that affect foreign language learning and communication skills These difficulties and influences can be categorized into three fundamental groups.
Motivation plays a crucial role in the learning success of both teachers and students Learners who understand the significance of communication skills are more likely to invest effort in their studies and practice They strive to overcome learning challenges, leading to increased enthusiasm and active participation in activities organized by educators aimed at enhancing their language skills, particularly in French communication.
Many learners prioritize grammar study to pass exams rather than focusing on developing communication skills They often engage only in simple oral activities in class or practice basic conversations with friends, neglecting further training outside of school This short-term focus on exam success hinders their ability to achieve long-term goals, such as effectively communicating in foreign languages Consequently, this presents a significant challenge for students and universities alike.
Many students lack a rich vocabulary and effective practice methods, leading to a gradual loss of passion for learning communication skills Consequently, they often undervalue the importance of language acquisition and may become passive in class, lacking motivation to practice This indifference stems from low learning motivation, causing learners to self-assess their language skills as inadequate, which discourages them from using foreign languages in both learning and daily life Therefore, fostering motivation to study and practice communication skills is crucial for engaging students effectively.
The process of learning and communication requires learners to possess a rich vocabulary, strong listening skills, and the application of appropriate grammatical structures Without a solid vocabulary foundation and a good understanding of grammar, the acquisition and practice of communication skills become significantly more challenging Vocabulary enables speakers to convey accurate thoughts and content, while grammar shapes word formation in verbal communication, ensuring clarity and effectiveness Additionally, grammar allows for the transformation of meanings through specific structures, minimizing the need for lengthy explanations A speaker's communication ability can also be enhanced through accumulated linguistic knowledge, which includes understanding language types, grammar, phonetics, phonology, semantics, stress, pronunciation, and sentence structure All relevant language knowledge impacts students' practice and progress, as learning a foreign language involves more than just vocabulary and grammar; students must also use language appropriately according to context and communication goals Furthermore, many students exhibit a lack of motivation in vocabulary acquisition, leading to limited vocabulary and grammatical skills, minimal attention to language aspects, and a lack of confidence in practice This reluctance is a primary reason why students struggle to effectively implement their communication skills.
The methods used by foreign language teachers significantly influence students' communication skills development, alongside the learning dynamics and language knowledge An educator lacking in pedagogical skills and professional teaching methods can negatively impact language instruction and communication proficiency Various teaching approaches exist, such as communicative language teaching, the direct method, task-based learning, and learner-centered methods, each with its own advantages The effectiveness of these methods depends on their timing and the activities employed, showcasing the art of teaching Well-organized classroom activities provide students with opportunities to practice their communication skills, while thoughtfully designed assignments maximize learners' potential for improvement According to Harmer (1998), effective communication activities not only develop communication skills but also enhance student motivation and appreciation for learning.
1.3 Apprentissage des compétences de communication des étudiants actuels et rôle des étudiants dans l'apprentissage des compétences de communication
1.3.1 Apprentissage des compétences en communication des étudiants aujourd'hui
With the integration of the global landscape, foreign languages are increasingly essential for thriving in modern society The demand for language proficiency imposed by society on the younger generation is notably high However, today's students often struggle to achieve effective foreign language learning and communication skills due to various challenges.
Avoir peu d'occasions de communiquer avec des locuteurs natifs
Être estime de soi sur vos propres capacités
Ne pas trouver la joie d'apprendre une langue étrangère
Les cours n'intéressent pas les apprenants
Conclusion du chapitre I
In the first chapter of the thesis “Communication Skills Learned in the Receptionist Course in Hospitality - A Case Study of Fourth-Year French Students at the Higher School of Foreign Languages, University of Hué,” I synthesized and referenced various theoretical definitions, information, data, and knowledge from relevant documents We began by defining communication skills and then provided a brief overview of their importance in language learning The discussion included the characteristics that highlight communication skills and the factors influencing them, as well as the role of the learner in developing these skills Overall, we established a theoretical framework addressing several aspects related to the chosen topic, laying a foundational understanding for the subsequent chapters To further explore the practical learning needs of students and their perspectives on this subject, we will present our findings in the following chapters.
ÉTUDE DU TERRAIN SUR LES COMPÉTENCES DE
État de lieu de l’apprentissage des compétences de communications dans le cours
2.1.1 Le cours de Réceptionniste en hôtellerie chez les étudiants K14 au Dộpartement de Franỗais et de Russe de l’ẫcole Supộrieure de Langues Étrangères, Université de Hué
The Hotel Receptionist course is a crucial component of the first semester in the fourth year, offering students valuable insights into the hospitality industry This engaging subject equips learners with essential communication skills, language proficiency, and techniques to enhance customer satisfaction.
This course, worth two credits and comprising 30 periods, is based on the Receptionist in Hospitality program developed by Ms Nguyen Thi Huong Hue Students engage in French communication within common hospitality scenarios Throughout the course, various effective methods are utilized, including personal visual presentations, conversations, role-playing, and both group and individual work.
CONTENU CHAPITRE I : PRESENTATION DU COURS
I Qu'est-ce qu'un/une réceptionniste?
3 Travaillant au sein d'un établissement hôtelier
II Les qualités requises pour exercer cette profession
III Les qualités principales du/ de la réceptionniste
CHAPITRE II : PROCEDES D'ORGANISATION ET DE MISE EN OEUVRE DE RECEPTION ET DE SERVIVE DES TOURISTES
I Organigramme de la réception de l'hôtel
II Modèle d’organisation de réception de l'hôtel
III Activités de services hôteliers au moment de l'arrivée et de la réception de l'hôtel
IV Etapes pour répondre à un téléphone à la réception standard d'un hôtel
VI Départ à faire après les feuilles de l'hôtel check-out
CHAPITRE III : COMPETENCES DE LA RECEPTION BIENVENUE À L'HÔTEL
II Comment dire saluer et présenter
1 Réserver une chambre par téléphone
2 Les questions de la réceptionniste
3 Réserver une table au restaurant
6 Modifier ou annuler une réservation
This is a mandatory course for students specializing in tourism, starting in the first semester of their fourth year It plays a crucial role in the curriculum, as most students aspire to work in the tourism industry, particularly in the hospitality sector Therefore, this course is specifically designed for these students.
This course enables students to understand the role of a receptionist and the essential skills required through classroom instruction and practical activities It equips students to effectively communicate with clients in French, enhancing their customer service skills Clear and persuasive communication is crucial when interacting with clients, leading to continuous improvement in service delivery Mastering the necessary skills for the hospitality industry is vital for success across all sectors of the tourism industry.
The lessons are connected to various topics in the hospitality industry, including hotel reception, roles and functions, and key job positions The course content primarily focuses on the professional performance of a receptionist and the surrounding responsibilities.
Last year’s serious Corona epidemic prevented students from gaining practical experience in hotels, prompting the teacher to design numerous engaging activities related to the course These activities aimed to help students understand the roles and skills required of a receptionist In the first exercise, students role-played as hotel receptionists, communicating with one another in small groups and presenting their scenarios for 5-7 minutes This hands-on experience allowed them to simulate the responsibilities of a real receptionist The second exercise involved each student taking photos of three different smiles and presenting them to the class for about three minutes, followed by group discussions on the essential skills needed for the receptionist role Additionally, many other interesting activities were included in the course, making it a valuable experience for every student.
2.1.1.2 Le but de ce cours
The Hotel Receptionist course aims to equip students with a diverse range of knowledge in the hospitality sector Through classroom lessons, students gain an understanding of specialized terminology, foundational reception knowledge, and the essential skills needed for the role A key focus of this course is the development of communication skills, facilitated by engaging activities and instructor-led theories This training prepares students to communicate effectively and intelligently in French with clients in their future careers.
Therefore, developing a suitable program for general French training, particularly for this course, is essential This manual provides students with a resource to explore various aspects of an economic sector, offering numerous career opportunities that can meet diverse aspirations.
Constitution de l'enquête
To understand students' perceptions of the importance and benefits of communication skills, applied classroom activities, and the challenges faced in learning these skills within the Hotel Receptionist course, I conducted a survey involving 42 fourth-year K14 students from the 2017 cohort.
In 2021, the tourism sector focused on gathering personal recommendations from students in the French and Russian Departments to enhance their communication skills in French, particularly within this course.
I conducted a survey among French language students to better understand my audience Specifically, I surveyed 42 students from the fourth year at the Higher School of Foreign Languages in Huế I received a 100% response rate from the students.
Les réponses obtenues me donnent des informations utiles sur la réalité Je laisse les résultats en détail de l’enquête dans l’annexe et présente ci-dessous leur synthèse
The questionnaire consists of three sections containing 15 questions, which include both open-ended and closed questions in French Most of the questions are presented in a multiple-choice format, while a few open-ended questions are included to provide valuable insights and qualitative data.
Le questionnaire vise à obtenir les informations suivantes :
Les perceptions des étudiants sur les besoins et l'importance des compétences en communication
L’apprentissage des compétences de communication des étudiants dans le cours de Réceptionniste en hôtellerie
Les difficultés rencontrées dans l'apprentissage de compétences en communication au cours de Réceptionniste en hôtellerie
Les propositions pour améliorer leurs compétences en communication des étudiants.
Analyse des résultats de l’enquête
2.3.1 Perceptions des étudiants sur les besoins et l'importance des compétences en communication
In this initial inquiry, I aim to assess the French communication skills of the students Following this, I questioned them about the importance of communication skills in both life and the Hospitality Receptionist course This led me to discover the connection between learning communication skills and this course, highlighting the necessity and role of enhancing communication abilities through this educational program.
2.3.1.1 Compộtences de communication en franỗais chez les ộtudiants
Figure 1: Niveau de communication en franỗais des ộtudiants de K14
Figure 2: Utilisation du franỗais en communication chez les ộtudiants dans la vie quotidienne
The majority of students communicate in French on average, indicating a growing passivity in their language skills As final-year university students, they should be more proficient in French This trend suggests that many students lack a clear plan for using French in their future careers, which may be attributed to insufficient knowledge, limited vocabulary, or poor pronunciation.
Tous les jourParfoisRarementJamais
On the contrary, very few students possess strong communication skills, highlighting a significant disparity in abilities among them This gap poses challenges for both teaching and learning processes Such data indicate a concerning situation for students studying French, impacting their future work and life opportunities.
A strong relationship exists between the communication levels of students and their everyday use of French The data indicates that many students either do not wish to or lack the opportunity to communicate in French According to the survey, nearly half of the students rarely use French in their daily lives, making it challenging for them to improve their communication skills in the language.
Only about 33% of students occasionally speak French, indicating a significant opportunity for them to showcase their communication skills Joining French clubs and communities can provide valuable platforms for practice, yet very few students use French regularly.
2.3.1.2 Perceptions des étudiants sur les besoins et l'importance des compétences en communication
Figure 3 : Importance des compétences en communication
Selon la figure 3, nous nous rendons compte que l'importance des compétences
Communication skills in French are crucial for learners, as they can significantly impact their future careers and quality of life Proficient communication abilities enable students to secure jobs in their desired fields While some may consider these skills less important, they play a vital role in shaping career choices Overall, communication in French holds a significant position in the language learning journey for students.
2.3.2 Apprentissage des compétences de communication chez étudiants dans le cours de Réceptionniste en hôtellerie
2.3.2.1 Perception par les étudiants de la relation entre le cours de Réceptionniste en hôtellerie et l’apprentissage des compétences en communication
Figure 4 : Relation entre le cours de Réceptionniste en hôtellerie et l'apprentissage des compétences en communication
The data indicates that most students recognize the connection between this course and their development of communication skills Many learners have demonstrated that effective communication abilities are essential for employees in the tourism industry, particularly within the hospitality sector.
Approximately 26.20% of students may not recognize the importance of this course, possibly due to a lack of understanding of its benefits or a belief that it won't enhance their communication skills However, the information presented clearly indicates that this course significantly contributes to improving communication abilities.
2.3.2.2 Perceptions des étudiants à la nécessité de compétences en communication dans le cours de Réceptionniste en hôtellerie
Figure 5 : Nécessité de compétences en communication dans le cours de
Statistical data highlights the importance of communication skills in the Hotel Receptionist course, as these skills are essential for real-world applications and beneficial for students' future careers Students recognize the significance of communication abilities in their professional paths, steering them away from less relevant options Most individuals believe that strong communication skills are crucial for becoming a hotel receptionist, indicating that students are engaged and satisfied with the course content.
2.3.2.3 Activités en classe dans le cours de Réceptionniste en hôtellerie
Figure 6 : Pratiques en classe dans le cours de Réceptionniste en hôtellerie
Based on the percentage shown in the graph, it is evident that each activity offers unique benefits Most students prefer group conversations as they aim to enhance their communication skills with classmates and incorporate more specialized vocabulary related to the hospitality field.
Many learners enjoy taking on the role of a receptionist in class, as it engages a variety of skills, including quick problem-solving, communication, and customer satisfaction This experience not only enhances their French communication skills but also prepares them for future employment Such activities are essential and engaging components of the course.
Additionally, learners enjoy regularly presenting and discussing with their teachers in French, which allows them to apply the theories they've learned and enhances their communication skills in various situations As a result, they can easily utilize this skill in their daily lives.
En raison des effets de l'épidémie du Covid-19, pas un seul étudiant n'a pu tenter une réceptionniste dans un hôtel Ils espèrent pouvoir le faire à un moment plus approprié
FAIRE DES PRÉSENTATIONS INDIVIDUELLES DEVANT LA CLASSE
PARLER AVEC LES PROFESSEURS EN
JOUER LE RÔLE D'UNE RÉCEPTIONNISTE
EN CLASSE ESSAYER DE TRAVAILLER COMMERÉCEPTIONNISTE DANS LES …
Ce sont toutes des activités très enrichissantes, attirant l'attention de la majorité des étudiants Et ces activités peuvent aider les élèves à améliorer leurs compétences en communication
2.3.2.4 Perception des étudiants des avantages des compétences en communication dans le cours de Réceptionniste en hôtellerie
Figure 7 : Avantages des compétences en communication dans ce cours
Figure 7 reveals that most students acknowledge the benefits of communication skills gained from this course The data indicates that this course provides numerous advantages for developing communication abilities It serves as an opportunity for students to enhance and reassess their own communication levels From this foundation, they can discover effective methods to achieve optimal communication proficiency.
Participants in the survey indicated that learning communication skills in this course enhances their ability to respond quickly and effectively, utilizing a rich vocabulary and theoretical knowledge in class This development of communication reflexes is a significant advantage for students seeking to improve their communication abilities.
DÉVELOPPER LES COMPÉTENCES POUR RECEVOIR DES
APPORTER CONFIANCE DANS LA COMMUNICATION
AMÉLIORER RAPIDEMENT VOS COMPÉTENCES ORALES
DÉTECTER FACILEMENT LES ERREURS DE PRONONCIATION
ET DE GRAMMAIRE POUR CHANGER
APPRENDRE BEAUCOUP DE MOTS SPÉCIALISÉS DE
RÉCEPTIONNISTE AINSI QUE D'AUTRES DOMAINES
Most respondents believe that this course provides them with the ability to identify communication errors, such as pronunciation and grammar This quick detection helps them avoid repeated mistakes, allowing them to enhance their pronunciation, use correct vocabulary, and foster respect for others.
Conclusion du chapitre II
Through the results obtained, I discovered issues related to learning communication skills in the Hospitality Receptionist course among students from the Department of French and Russian Based on student perceptions and responses, we identified effective methods for learners, as well as the advantages and challenges they face in acquiring communication skills Overall, the teaching methods align well with student needs, enhancing their effectiveness in both classroom and real-world learning However, students still struggle with understanding terminology and building confidence in communication, while daily practice remains a significant challenge Therefore, we propose solutions in Chapter III.
PROPOSITIONS
Propositions à l’enseignant
In the current foreign language teaching method, the teacher plays a crucial role in guiding students towards knowledge while also addressing their questions and providing helpful suggestions Therefore, engaging in dialogues with students is essential to understand their desires and challenges in the learning process, enabling educators to assist them in overcoming difficulties.
To enhance the learning experience in hospitality receptionist courses, teachers should focus on organizing more practical activities rather than spending excessive time on theoretical concepts This approach will boost student engagement and interest in the subject, ultimately motivating them to consider their future careers in the industry.
Furthermore, the search for resources and methods to develop communication skills at home is quite limited Therefore, students should consult their teachers for appropriate learning resources and methods that align with their level and learning objectives In my opinion, teachers can effectively guide learners on the best strategies to enhance their communication skills.
Teachers play a crucial role in helping students access knowledge through various solutions They also serve as trusted advisors, guiding students on suitable learning methods and resources tailored to their individual levels and communication skill development goals in the course.
Propositions au cours de Réceptionniste en hôtellerie
Selon les résultats de l'enquête, les étudiants de K14 ont fait des propositions pour le cours de Réceptionniste en hôtellerie afin d'augmenter la qualité de l'apprentissage des compétences en communication
The Hotel Receptionist course is highly beneficial for tourism students; however, the extensive time spent on theoretical learning and the limited practical hours result in a lack of hands-on experience This gap in practical training is concerning, as the tourism industry requires students to have diverse experiences to enhance their employability upon graduation Therefore, it is crucial for students to invest time in working as hotel receptionists or participating in relevant festivals to gain valuable experience.
Students desire more extracurricular activities in this course to gain insight into the daily life of a receptionist This exposure will help learners understand the practical requirements and qualities needed for the role Consequently, students will be better equipped to choose their majors wisely and meet future employer expectations.
Enfin, le cours serait meilleur s'il pourrait ajouter des matériaux plus authentiques et correspondre aux réalités du travail de la réception d'aujourd'hui.
Propositions aux étudiants
Trust is essential for everyone, as it empowers individuals to take initiative in various situations, which is crucial for success A confident person embraces opportunities for self-expression and communicates freely, unafraid of making mistakes This lack of fear often leads to strong communication skills, as confident individuals are not deterred by the potential for ridicule from others.
Particulièrement, la confiance apporte des bonnes opinions et réflexions Cela devient progressivement une bonne habitude quand ils sont capables de parler et de défendre clairement leurs opinions
With limited French proficiency, many students struggle to find suitable learning methods and resources for practice outside the classroom Therefore, it is essential for students to change their mindset and actively seek effective learning strategies, guided by their teachers' advice.
Students often wait for teachers to organize extracurricular activities instead of actively seeking opportunities to engage in other activities As a result, they fail to improve their communication skills due to this passivity.
In addition to communication skills, specialized terminology and knowledge of the receptionist role are crucial With limited classroom time, conducting personal research becomes essential Developing a habit of reading books and newspapers enriches students' vocabulary and terminology in specific fields, while broadening their overall knowledge This practice boosts confidence, enabling effective communication on various travel-related topics and facilitating the easy transmission of useful information to others Consequently, learners become more engaged in communication, leading to increased opportunities for self-expression.
During training outside the classroom, students can form groups of 3 to 5 to discuss everyday topics, which will enhance their communication skills effectively.
L’initiative est un secret pour aider les étudiants à réussir et à acquérir des compétences en communication, en particulier dans le cours Réceptionniste en hôtellerie
3.3.3 L'auto-apprentissage est un facteur important
To develop strong communication skills, students must master knowledge in this area and consistently practice applying it They should recognize the significance of communication for their personal growth, academic success, and future careers, while also identifying their weaknesses for continuous improvement Therefore, in daily communication, students should focus on practicing appropriate pronunciation and intonation for different situations, as well as regularly enhancing their grammar and vocabulary.
Learners can join French-speaking online communities to communicate with native speakers, which enhances their overall communication skills According to the findings from Chapter II, students tend to read more than they speak when presenting their assignments in class, leading to a waste of their knowledge.
According to the previous chapter's analysis, learners often exhibit a lack of motivation and fail to invest in developing their communication skills It is clear that classroom time alone is insufficient for mastering these skills If each student dedicates just 1 to 2 hours daily to practice communication at home, they will see rapid improvement in their proficiency.
Personne ne peut nous aider à améliorer nos compétences en communication au lieu de les apprendre à la maison.
Conclusion du chapitre III
Based on the results obtained from students, we believe that the above proposals can enhance the effectiveness of learning communication skills and eliminate challenges in the Hotel Receptionist course.
In conclusion, our research on "Communication skills learned in the Receptionist course in hospitality: A case study of fourth-year French students at the Higher School of Foreign Languages, University of Hué" reveals that communication is a challenging and complex skill for most students The findings indicate significant limitations in the development of communication skills among fourth-year students in the French and Russian Department.
In the first chapter, we established a theoretical framework and explored concepts related to communication skills The second chapter involved a field study to accurately assess students' learning of communication skills in the Hospitality Receptionist course We first examined students' perceptions of the necessity and significance of learning communication skills Subsequently, we investigated the essential communication skills required for the Hospitality Receptionist course Additionally, we studied the learning process of these skills within the course and addressed the challenges encountered, seeking appropriate solutions.
A recent survey of fourth-year students reveals that the majority find the course challenging, citing an imbalance between theoretical learning and practical application, which results in insufficient hands-on experience for their future careers Students also struggle with language barriers, particularly with specialized terminology, grammar, and vocabulary Additionally, a lack of initiative among learners highlights significant challenges, as most students recognize the importance of communication skills in the course However, some remain unmotivated and employ ineffective learning methods, while a lack of confidence serves as a major obstacle to practicing communication skills.
The Hotel Receptionist course is crucial for tourism students, equipping them with essential skills and knowledge for the workplace post-graduation However, students are seeking additional extracurricular hours in this course to apply the theories learned and gain practical experience as hotel receptionists, enabling them to make informed decisions about their future careers.
Based on the survey results, we have several recommendations for teachers, the Receptionist in Hospitality course, and all students in the Department of French and Russian in Chapter 3 We hope that all students will achieve the desired level of communication through this course.
We aim for our search results to serve as a reference for future topics Moving forward, with improved research conditions, we plan to explore the subject more deeply and broadly to provide valuable information, documents, and outcomes This will lead to tailored solutions for students, enhancing their efficiency in learning communication skills, particularly in the Hospitality Receptionist course.
Faute des limites du temps, des connaissances et de l'expérience, les lacunes sont inévitables Par conséquent, nous désirons recevoir des suggestions d'enseignants et d'étudiants pour améliorer le sujet
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2 TRAN TRONG THUY, Nhap mon khoa hoc giao tiep, NXB Ha Noi, 2006
3 NGUYEN VAN DONG, Tam li hoc phat trien, NXB Chinh Tri, 2007
Consulté : https://fr.slideshare.net/BAnais/memoire-la-communication- touristique
2 Développer des compétences de communication
Consulté : https: //www.michaelpage.ch/fr/advice/conseils-carrière/evoluer- dans-l’entreprise/développer-ses-compétences-de-communication
3 L’importance des compétences de communication
Consulté : https://cleverclipstudios.com/fr-ch/blog/les-competences-de- communication-les-plus-importantes-2019/
4 Les facteurs affectant de compétences en communication
Consulté : https://youth.com.vn/posts/cac-yeu-to-anh-huong-den-ky-nang- giao-tiep
5 Compétences de communication en langues maternelle et étrangère
Consulté : https://dergipark.org.tr/tr/download/article-file/87120
Consulté : https://umih.fr/export/sites/default/.content/media/pdf/guides- inrs/ed6081.pdf
ANNEXE 1 : Questionnaire auprès des étudiants
We are currently conducting research on the communication skills learned in the Receptionist course in Hospitality, focusing on fourth-year French students at the Higher School of Foreign Languages, University of Huế.
Dans le but de trouver la nécessité et les difficultés dans l’apprentissage de compétences de communication dans le cours de Réceptionniste en hôtellerie aux étudiants de K14 dans notre Département
Pour chaque question, veillez cocher la ou les cases qui correspondent à votre ou vos réponses et veuillez remplir les places libres Toutes vos informations sont analysées et bien gardées
Nous tenons à vous remercier de votre participation !
I Apprentissage des compétences en communication des étudiants actuelle
1 Quel est votre niveau de communication en franỗais?
2 Communiquez-vous rộguliốrement en franỗais dans la vie de tous les jours?
Oui, je communique en franỗais tous les jours
Oui, je communique parfois en franỗais
Non, je communique rarement en franỗais
Non, je ne communique jamais en franỗais
3 À votre avis, les compétences de communication sont-ils importantes ?
4 À votre opinion, le cours de Réceptionniste en hôtellerie est-il adapté pour soutenir l'apprentissage des compétences en communication?
5 À votre avis, les compétences de communication sont-ils nécessaires dans le cours de Réceptionniste en hôtellerie?
II Apprentissage des compétences de communication des étudiants dans le cours de Réceptionniste en hôtellerie:
6 Quelles activités sont utilisées pour mettre en pratique les compétences de communication dans ce cours?
(Vous pouvez choisir de nombreuses réponses)
Faire des conversations en groupe
Faire des présentations individuelles devant la classe
Essayer de travailler comme réceptionniste dans les hôtels
Parler avec les professeurs en franỗais tout le temps
Jouer le rôle d'une réceptionniste en classe
7 Quels sont les avantages de la pratique des compétences en communication dans ce cours?
(Vous pouvez choisir de nombreuses réponses)
Développer les compétences pour recevoir des informations et réagir rapidement
Apporter confiance dans la communication
Améliorer rapidement vos compétences orales
Détecter facilement les erreurs de prononciation et de grammaire pour changer
Apprendre beaucoup de mots spécialisés de réceptionniste ainsi que d'autres domaines
8 Comment amộliorez-vous habituellement votre franỗais ainsi que vos compétences en communication en dehors ce cours ?
(Vous pouvez choisir de nombreuses réponses)
Communiquer avec des amis étrangers
Regarder des films franỗais avec ou sans sous-titres
Rejoindre les activités de la communauté francophone
Participer aux clubs franỗais parmi les ộtudiants universitaires
Lire des livres, des journaux et des magazines en franỗais
9 À votre avis, quels facteurs sont importants pour acquérir des compétences en communication dans le cours de Réceptionniste en hôtellerie?
1 (pas important) ; 2 (assez important) ; 3 (important) ; 4 (très important)
La maợtrise de l'utilisation des structures grammaticales
La prononciation correcte, l’intonation adaptée à la situation
Les connaissances du secteur du tourisme ainsi que d'autres domaines
La confiance dans la communication 1 2 3 4
La compréhension dans la culture de la communication entre les différents pays
L’application correctement entre le contenu de la leỗon et la communication
La pratique quotidienne en classe ainsi qu'en dehors de la classe
10 Comment aimeriez-vous changer votre niveau de communication après ce cours?
Je ne veux rien changer car ce cours ne m'intéresse pas
J'espère juste changer un peu grâce à ce cours, sinon je souhaite améliorer cette compétence dans d'autres matières
Je veux absolument un changement positif basé sur ce cours
11 Êtes-vous vraiment satisfait de la méthode d'apprentissage des compétences en communication dans ce cours?
12 Quelles difficultés les étudiants rencontrent-ils lorsqu'ils apprennent les compétences de communication?
(Vous pouvez choisir de nombreuses réponses)
Le manque de l'environnement de communication dans la pratique
Le vocabulaire et la grammaire médiocres
Le manque de connaissance de la langue
La perte de motivation pour apprendre
La paresse et l’aucun investissement pour acquérir des compétences en communication
L’inactivité pour saisir les opportunités de communication
La confidentialité dans la communication
La pauvreté des termes spécialisés
13 À votre avis, quelles difficultés rencontrez-vous dans l’apprentissage des compétences de communication dans ce cours ?
(Vous pouvez choisir de nombreuses réponses)
La difficulté à recevoir des informations des enseignants pour répondre rapidement
Le manque de connaissances sur les termes spécialisés de l'industrie hôtelière
Le désintérêt avec les activités de communication en classe
Le manque de confiance et peur que les camarades de classe évaluent le faible niveau de communication
Le manque d'exposition et de communication dans des situations réelles Autres réponse :
14 Selon vous, que faut-il faire pour vaincre la peur dans la communication en franỗais et surtout dans le cours de Rộceptionniste en hụtellerie?
15 Avez-vous des suggestions à vos enseignants pour améliorer l'apprentissage des compétences de communication dans ce cours? a Pour le cours de Réceptionniste en hôtellerie:
Nous vous remercions sincèrement d’avoir rempli ce questionnaire !
We are currently conducting research on the topic "Communication Skills Learned in the Hotel Receptionist Course" focusing on fourth-year French students at the Higher School of Foreign Languages, University of Hué.
Dans le but de trouver la nécessité et les difficultés dans l’apprentissage de compétences de communication dans le cours de Réceptionniste en hôtellerie aux étudiants de K14 dans notre Département
Pour chaque question, veillez cocher la ou les cases qui correspondent à votre ou vos réponses et veuillez remplir les places libres Toutes vos informations sont analysées et bien gardées
Nous tenons à vous remercier de votre participation !
I Apprentissage des compétences en communication des étudiants actuelle
1 Quel est votre niveau de communication en franỗais?
2 Communiquez-vous rộguliốrement en franỗais dans la vie de tous les jours?
Oui, je communique en franỗais tous les jours
Oui, je communique parfois en franỗais
Non, je communique rarement en franỗais
Non, je ne communique jamais en franỗais
3 À votre avis, les compétences de communication sont-ils importantes ?
4 À votre opinion, le cours de Réceptionniste en hôtellerie est-il adapté pour soutenir l'apprentissage des compétences en communication?
5 À votre avis, les compétences de communication sont-ils nécessaires dans le cours de Réceptionniste en hôtellerie?
Pourquoi ? (une variété des réponses donnée par les enquêtes)
III Apprentissage des compétences de communication des étudiants dans le cours de Réceptionniste en hôtellerie :
6 Quelles activités sont utilisées pour mettre en pratique les compétences de communication dans ce cours?
Faire des conversations en groupe
Faire des présentations individuelles devant la classe
Essayer de travailler comme réceptionniste dans les hôtels
Parler avec les professeurs en franỗais tout le temps
Jouer le rôle d'une réceptionniste en classe
7 Quels sont les avantages de la pratique des compétences en communication dans ce cours?
Développer les compétences pour recevoir des informations et réagir rapidement
Apporter confiance dans la communication
Améliorer rapidement vos compétences orales
Détecter facilement les erreurs de prononciation et de grammaire pour changer
Apprendre beaucoup de mots spécialisés de réceptionniste ainsi que d'autres domaines
8 Comment amộliorez-vous habituellement votre franỗais ainsi que vos compétences en communication en dehors des cours ?
Communiquer avec des amis étrangers
Regarder des films franỗais avec ou sans sous-titres
Rejoindre les activités de la communauté francophone
Participer aux clubs franỗais parmi les ộtudiants universitaires
Lire des livres, des journaux et des magazines en franỗais
9 À votre avis, quels facteurs sont importants pour acquérir des compétences en communication dans le cours de Réceptionniste en hôtellerie?
La maợtrise de l'utilisation des structures grammaticales
La prononciation correcte, l’intonation adaptée à la situation
Les connaissances du secteur du tourisme ainsi que d'autres domaines
La confiance dans la communication
La compréhension dans la culture de la communication entre les différents pays
L’application correctement entre le contenu de la leỗon et la communication
La pratique quotidienne en classe ainsi qu'en dehors de la classe
10 Comment aimeriez-vous changer votre niveau de communication après ce cours?
Je ne veux rien changer car ce cours ne m'intéresse pas
J'espère juste changer un peu grâce à ce cours, sinon je souhaite améliorer cette compétence dans d'autres matières
Je veux absolument un changement positif basé sur ce cours
11 Êtes-vous vraiment satisfait de la méthode d'apprentissage des compétences en communication dans ce cours?
Pourquoi ? (une variété des réponses donnée par les enquêtes)
12 Quelles difficultés les étudiants rencontrent-ils lorsqu'ils apprennent les compétences de communication?
Le manque de l'environnement de communication dans la pratique
Le vocabulaire et la grammaire médiocres
Le manque de connaissance de la langue
La perte de motivation pour apprendre
La paresse et l’aucun investissement pour acquérir des compétences en communication
L’inactivité pour saisir les opportunités de communication
La confidentialité dans la communication
La pauvreté des termes spécialisés 20 47,6%