Comunicação intercultural no atendimento ao público
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2016
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No âmbito da unidade curricular Estágio, do 2º ano de mestrado em Línguas
Estrangeiras Aplicadas, vertente de Comércio e Relações Internacionais, é uma das
componentes de avaliação à realização de um relatório, o qual abordará a entidade acolhedora,
assim como, as atividades desenvolvidas ao longo do estágio e uma parte teórica a qual abordará
aspetos teóricos do tema de Comunicação Intercultural no atendimento ao público.
Este documento encontra-se organizado em três partes distintas. A primeira parte
desenvolve o tema Comunicação Intercultural no atendimento ao público, o qual irá abordar a
Comunicação Intercultural, na sua vertente linguística, social e empresarial; posteriormente será
definido o atendimento ao público em geral, as suas funções e o seu enquadramento em contexto
hoteleiro; e, ainda, a inter-relação dos dois temas, bem como, a forma como se complementam,
permitindo perceber quais os aspetos positivos e negativos de ambas e apresentar opções que
indiquem qual a melhor forma de lidar com diferentes culturas.
A segunda parte discrimina todas as atividades efetuadas durante o estágio, realizado
em diferentes seções como a receção, a Wine Academy e o Housekeeping.
Para finalizar, a terceira parte inclui uma apreciação crítica, o qual expõe uma reflexão
acerca de cada seção, das atividades feitas e das que deveriam ter sido feitas; seguida de uma
conclusão, provando-se que as unidades curriculares se enquadram na execução do estágio.
The present report, which is part of the assessment in the internship subject regarding the 2nd year of the master degree in Applied Foreign Languages, in the variant of Trade and International Affairs, will present the institution where I trained as well as the activities/tasks performed during this internship as well as a theoretical part in which will be present the theoretical theme of Intercultural Communication in the customer service. This report is organized into three distinct parts. The first part involves the Intercultural Communication: in the customer service theme, in which it will be discussed the Intercultural Communication topic in its linguistic, social and entrepreneurial aspects; posteriorly the customer service topic will be defined in its general meaning, its function and its framework in the hotelier context; and the interrelation of the two topics, as well as the way these topics complement themselves giving an understanding of the positive and negative aspects and finally presenting options that shows the better way to work with other cultures. The second part will discriminate all the activities performed during the internship, fulfilled in the different departments such as the reception, the Wine Academy and the Housekeeping. To conclude, the third part includes a critical assessment which exposes a reflection of each department, the activities made and the ones that should have been made; followed by a conclusion proving that the courses from the Master’s degree are connected with the internship made.
The present report, which is part of the assessment in the internship subject regarding the 2nd year of the master degree in Applied Foreign Languages, in the variant of Trade and International Affairs, will present the institution where I trained as well as the activities/tasks performed during this internship as well as a theoretical part in which will be present the theoretical theme of Intercultural Communication in the customer service. This report is organized into three distinct parts. The first part involves the Intercultural Communication: in the customer service theme, in which it will be discussed the Intercultural Communication topic in its linguistic, social and entrepreneurial aspects; posteriorly the customer service topic will be defined in its general meaning, its function and its framework in the hotelier context; and the interrelation of the two topics, as well as the way these topics complement themselves giving an understanding of the positive and negative aspects and finally presenting options that shows the better way to work with other cultures. The second part will discriminate all the activities performed during the internship, fulfilled in the different departments such as the reception, the Wine Academy and the Housekeeping. To conclude, the third part includes a critical assessment which exposes a reflection of each department, the activities made and the ones that should have been made; followed by a conclusion proving that the courses from the Master’s degree are connected with the internship made.
Descrição
Dissertação de Mestrado em Línguas Estrangeiras Aplicadas, Comércio e Relações Internacionais
Palavras-chave
Comunicação intercultural , Atendimento ao público , Receção