School of Humanities and Social Sciences

DEPARTMENT OF HOTEL MANAGEMENT

Course Hand-out
BUSINESS COMMUNICATION | BB 1104 | 4 Credits | 3 1 0 4
| Faculty: Dr Yashoda Verma | Class: Bachelor of Hotel Management

Introduction: This course is offered by Department of Hotel Management as a core course to the students of BBHM I Semester. The course offers in depth
knowledge of English Language in its both written and verbal form.. It covers study of principles of communication, presentation skills, and various types of
writing skills for specific audience for specific purpose.

Course Outcomes: At the end of the course, students will be able to-

[1104.1] Display the learning of principles of communication in real life scenario

[1104.2] Show ability in writing professional letters, emails, memos, job applications etc.

[1104.3] Understand the context of writing reports, minutes of meetings, brochures etc. and display skills in professional writing

[1104.4] Make effective professional presentations and perform hospitality industry based role play

[1104.5] Make analytical and critical use of English language and communication

PROGRAM OUTCOMES AND PROGRAM SPECIFIC OUTCOMES

[PO.1]. Hotel and Hospitality Knowledge: Apply the knowledge of hotel, hospitality and tourism, and a
core area specialization to the solution of complex hotel management problems .
[PO.2]. 1. Problem analysis: Identify, formulate, research literature, and analyze complex hospitality
problems reaching substantiated conclusions using principles of management .
[PO.3]. Design/development of solutions: Design solutions for complex hospitality related problems
and design system components or processes, using appropriate management and technological
tools, that meet the specified needs with consideration for the public health and safety, and the
cultural, societal, and environmental consideration.
[PO.4]. Hospitality and Society: Apply reasoning informed by the contextual knowledge to assess
societal, health, safety, legal, and cultural issues and the consequent responsibilities relevant to
the professional engineering practice.
[PO.5]. Environment and Sustainability: Understand the impact of the hotel, hospitality and tourism in
societal and environmental contexts, and demonstrate the knowledge of need for sustainable
development.
[PO.6]. Ethics: Apply ethical principles and commit to professional ethics and responsibilities and
norms of the engineering practice.
[PO.7]. Individual and Team Work: Function effectively as an individual, and as a member or leader in
diverse teams, and in multidisciplinary settings
[PO.8]. Communication: Communicate effectively on hospitality activities with the professional
community and with society at large. Some of them are, being able to comprehend and write
effective reports and design documentation, make effective presentations, and give and receive
clear instructions.
[PO.9]. Project Management and Finance: Demonstrate knowledge and understanding of the
hospitality and management principles and apply these to one’s own work, as a member and
leader in a team, to manage projects and in multidisciplinary environments.
[PO.10]. Lifelong learning: Recognize the need for, and have the preparation and ability to engage in
independent and lifelong learning in the broadest context of technological change
 [PS.O1]. Understand and demonstrate the core technical, analytical, and conceptual skills appropriate for
hospitality.
[PS.O2]. Apply the knowledge gained to manage and evaluate functional systems in hospitality and lodging
operations as well as events including MICE.
[PS.O3]. Prepare hospitality undergraduate candidates for entry level management positions and entrepreneurship
in the hospitality industry.
[PS.O4]. Demonstrate an ability to manage the professional preparation, presentation, and service of hospitality
products including food & beverages.

Assessment Plan:

Criteria Description Maximum Marks

Sessional Exam I (Closed Book) 20

Internal Assessment Sessional Exam II (Closed Book) 20

(Summative)
In class Quizzes and Assignments , Activity 20
feedbacks (Accumulated and Averaged)

End Term Exam End Term Exam (Closed Book) 40

 (Summative)

Total 100

Attendance A minimum of 75% Attendance is required to be maintained by a student to be qualified for taking up
the End Semester examination. The allowance of 25% includes all types of leaves including medical
(Formative) leaves.

Make up Assignments Students who miss a class will have to report to the teacher about the absence. A makeup assignment
on the topic taught on the day of absence will be given which has to be submitted within a week from
(Formative) the date of absence. No extensions will be given on this. The attendance for that particular day of
absence will be marked blank, so that the student is not accounted for absence. These assignments are
limited to a maximum of 5 throughout the entire semester.

Homework/ Home Assignment/ Activity There are situations where a student may have to work at home, especially before a flipped classroom.
Assignment Although these works are not graded with marks. However, a student is expected to participate and
perform these assignments with full zeal since the activity/ flipped classroom participation by a student
(Formative) will be assessed and marks will be awarded.

SYLLABUS

Basics of Communication: Introduction, Process, Components, Factors of Communication;

Non-verbal Communication: Introduction, Personal Appearance, Facial Expression, Movement, Posture, Gestures, Eye Contact, Vocal
Communication Techniques;
Barriers to Communication: Physical, Psychological, Semantic, Organizational, Interpersonal Barriers;
Business Letter: Letter Components and Layout (letterhead, address, layout, forms), Planning a Letter (tone, purpose, relevant information,
arrange material), Process of Letter Writing;
E-mail Communication: Introduction & Popularity, Problems, Techniques for Writing Effective E-mails, E-mail Etiquette, Typography;
Memo and Memo Reports, Usefulness, Importance of Context in Memos, Structure for Memo;
Employment Communication: The Organization Role, Goals, Types of Interviews, Interview process, Element of Resume, Writing Job
Application Letter;
Notice, Agenda, and Minutes of Meeting: Meeting, Notice of Meeting, Agenda, Minutes, Structure, Delivery ; Brochures: Introduction,
Purpose, Audience, Qualities of Well-Designed Brochures.
Role plays and demonstrations of Hospitality communications, hospitality situation based communications in housekeeping, front office,
F&B service and customer handling.
Lecture Plan:

LEC NO TOPICS Session Outcome Mode of Delivery Corresponding CO Mode of Assessing

the Outcome

1 Introduction and Course Hand-out Lecture

To make aware students
about the entire scheme
briefing of the course.

2-5 Basics of Communication: Lecture & Discussion Presentation,

Introduction, Process, Components,
To familiar students
about communication
skills. 1104.1 Class room
Factors of Communication
Assignments

6-9 Non-verbal Communication: Lecture & Discussion Home

To familiar students
about Non verbal
Introduction, Personal Appearance, communication. Assignments,
Facial Expression, Movement, 1104.1 presentations
Posture, Gestures, Eye Contact,
Vocal Communication Techniques

To familiar students
about communication
10 Case Study on Theory of skills. Discussion and 1104.1 Discussions
Communication Practice

11 & 12 Barriers to Communication: Lecture & Discussion Home

 To familiar students
about communication
Physical, Psychological, Semantic, skills. Assignments,
Organizational, Interpersonal 1104.1 presentations
Barriers

To familiar students
about communication
13 Case Study on Barriers to skills. Discussion and 1104.1 Home Assignments
Communication Practice

14-17 Business Letter: Letter Components Lecture & Practice Home Assignments
To improve writing
and Layout (letterhead, address, skills of students.
layout, forms), Planning a Letter 1104.2
 (tone, purpose, relevant
information, arrange material),
Process of Letter Writing

To improve writing
18 Specimens and Practise Question on skills of students. Lecture & Practice 1104.2 Home Assignments
letter writing

To improve writing
19-22 E-mail Communication: skills of students. Lecture & Discussion Home Assignments
Introduction & Popularity,
Problems, Techniques for Writing 1104.2
Effective E-mails, E-mail Etiquette,
Typography

To improve writing
23 Do’s and Don’ts of email writing skills of students. Discussion & Practice Class room
assignment
1104.2

To improve writing
24 Email Writing Practice skills of students. Lecture & Practice Class room
assignment
1104.2

To improve writing
25-27 Memo and Memo Reports, skills of students. Lecture & Discussion Home
Usefulness, Importance of Context Assignments, class
in Memos, Structure for Memo 1104.2 room discussions

To improve writing
28 Memo Writing Practice skills of students. Lecture & Practice 1104.2 Practice Exercise

To improve
presentation skills of
29-31 Employment Communication: The students. Lecture & Discussion Class room
Organization Role, Goals assignment
1104.3

32 Types of Interviews, Interview Lecture & Discussion Practice Exercise

To improve
presentation skills of
process students.
1104.3

33 Element of Resume, Writing Job Lecture & Discussion Practice Exercise

Application Letter
1104.3

To improve
presentation skills of
34 Resume Writing Practice students. Lecture & Practice 1104.3 Practice Exercise

35-39 Notice, Agenda, and Minutes of Lecture & Discussion 1104.3 Class room
Meeting: Meeting, Notice of assignment
Meeting, Agenda, Minutes,
To improve
presentation skills of
students. To improve
presentation skills of
Structure, Delivery students.

To improve
presentation skills of
40-41 Notice Agenda Minutes Practice students. Lecture & Practice 1104.3 Class room
assignment

42-44 Brochures: Introduction, Purpose, To improve Lecture & Discussion 1104.3 Class room and
presentation skills of
 students.
Audience, Qualities of Well- assignment
Designed Brochures

45 Brochure Making Practice Lecture & Practice 1104.3 Class room

To improve
presentation/writing
skills of students. To
improve presentation
skills of students. assignment

46-51 Role plays and demonstrations of Lecture & Simulation 1104.4 Class room
To improve
presentation/writing
skills of students. To
improve presentation
Hospitality communications, skills of students. Activity assignment and
hospitality situation based activity
communications in housekeeping,
front office, F&B service and
customer handling

To improve
presentation/writing
skills of students. To
improve presentation
52 Role Play Practice skills of students. Lecture & Practice 1104.4 Role Play
Course Articulation Matrix: (Mapping of COs with POs)

CO STATEMENT Correlation with Program Outcomes Correlation with Program Specific

(POs) Outcomes (PSOs)

P P P P P P PSO1 PSO 2 PSO 3

O1 O2 O3 O4 O5 O6

[BB1104.1] Display the learningof 1 3 2 2

principles of communication in
real life scenario

[BB1104.2] Show ability in writing 2 1 1

professional letters, emails,
memos, job applications etc.

[BB1104.3] Understand the context of 3 2

writing reports, minutes of
meetings, brochures etc. and
display skills in professional
writing

[BB1104.4] Effectively make professional 3 2 2

presentations and perform
hospitality industry based role
play

[BB1104.5] Make analytical and critical 2 2

use of English language and
communication

1-Low Correlation; 2- Moderate Correlation; 3- Substantial Correlation