e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM PROFESSIONALS

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1 PROFESSIONALS LLP ES-LEONARDO-LMP 1

2 Projektinformationen Titel: Projektnummer: e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM PROFESSIONALS LLP ES-LEONARDO-LMP Jahr: 2007 Projekttyp: Status: Land: Marketing Text: Innovationsentwicklung bewilligt EU-Zentralisierte Projekte VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM PROFESSIONALS Find all the info at: Languages a la carte You never wanted to learn but to speak the language. Have you figured out how many times a good hotel or restaurant can be spoiled by a deficient service? e-client is the tool facilitating communication of hospitality workers with their clients in 6 European languages. Its friendly use, practical and facilitating learning through real situations. Zusammenfassung: The e-client virtual simulator is NOT A LANGUAGE COURSE, if it were we would have not attained the final aim nor accomplished with the project proposal as approved and granted. It is important to have this concept in mind before trying the e-client virtual simulator. The e- CLIENT project was conceived as a language facilitator to help workers dealing with a client face-to-face, to communicate in other languages. There are hundreds of on-line courses for professionals with similar arrangements in contents, exercises, theory, etc, in fact the e-client project started with a in-depth research on existing resources which can be checked in The Content Research and Technical Research free available at /products. In these reports you will find a thorough analysis of resources in language learning from the two different perspectives; methodology and technology. They can be used as research manuals for planning and development of new projects or research on language learning. The team has pursued two main aims: to facilitate language learning for tourism professionals and innovating in language learning methodology for on-line courses. The main innovation has been trying to reproduce TPR (Total Physical Response), methodology in a virtual environment. TPR means teaching oral proficiency at a beginner s level; the learning process is a mind-process in which, through repetition of the videos, the mind understands the sentences and the learner is able to repeat or react in the target language. This is an automatic reaction of the mind, comparable to a baby learning a language. The videos reproduce situations that the hospitality workers find in their daily work, so that they must guess what is happening in the target language according to their experience. The videos are supported by texts in native language where the user can check what would be happening in his/her country. Beschreibung: E-CLIENT has been a 2 years Leonardo da Vinci funded Multilateral Project Development of Innovation. It started in October 2007 and was finished in December The project was led by FEHR (Spanish Federation of Hospitality) and coordinated by FASE.net in Spain. The partners are: KK (DE) a provider of vocational training running 12 restaurants in Berlin. BASER an NGO promoting growth and training, EUROTECHNIKI (EL) a Technical SME, in charge of the technical implementation of the simulator. GIP-ALSACE (FR), the French National Education public of continuous training and P7 PNM (UK) a SME is providing language services and language training materials. The main product developed has been the e-client Virtual Simulator. The e-client virtual simulator is a Multilanguage tool in 6 languages. (BG, DE, EN, ES, FR, and GR), available at The simulator contains all the 2

3 Projektinformationen characteristics and materials described in the project proposal but the tool has the potential to be extended with further situations within the sector, additional languages, and as has been suggested during the testing phase to be transferred into other professional sectors. This project aimed to help the lower skilled workers in the Hospitality Industry, namely Reception staff, Waiters and bar staff to be able to communicate more effectively with clients in one or more foreign languages. An online simulation tool using filmed scenarios was developed (in 6 languages). The scenarios were selected and approved by representatives of the industry. The language simulator is based in real situations occurring in restaurants, hotels and bars. The learners have to react to given situation and solve problems in the target language with given prompts to do so. Before the simulation, the students have the opportunity to work through preparation materials, resources and didactic tips that will help them in managing the simulated scene. The training materials also comprise information about good manners in service, cultural specific features of customers, ethics and fundamentals for customer satisfaction. Themen: Sektoren: Produkt Typen: Produktinformation: *** IKT *** Lebenslanges Lernen *** Fernlehre *** Unternehmen, KMU *** Sprachausbildung ** Arbeitsmarkt *** Gastgewerbe/Beherbergung und Gastronomie *** Erbringung von Sonstigen Dienstleistungen Fernlehre Lehrmaterial CD-ROM Unterlagen für offenen Unterricht Homepage All the project products are available in the web-site: The project started with an in-depth analysis of previous resources in language learning from two different perspectives, the methodologies and the technological. The results are two research reports where it can found the analysis of the most important resources existing in the field of languages and the technology available. Both the reports served to create on the one hand the design of the tool from the technological perspective and on the other hand the description of the content. The added value of the comparative methodology used confers the project with the knowledge of previous tools and methods which have or have not been successful in order to prevent the e-client virtual simulator from making errors previously made in other language learning programmes. The main project product is the e-client Virtual Simulator comprising the following characteristics: -BASIC LEVEL: The tool is strictly focussed on providing basic level content, being realistic and taking into account the failure of previous experiences in the field. These were good for proficiency but neglected a basic level as being less interesting or rewarding. The simulator can be framed within the LEVELS A2 to B2 of the European Common Framework of Reference for Languages -LANGUAGES: In the present project four of the most spoken languages in the tourism sector are taught (EN, ES, FR and DE) whereas two less spoken languages are promoted (GR and BG) but the tool has the potential to be extended to other languages. -USER- FRIENDLY: it can be used by a person with basic knowledge of ICT. -INDIVIDUAL LEARNING: The tool is specially conceived for self-learning, given the tight timetables of the target group and the difficulties to attend group sessions. Even though the tool could also be used for practising languages supported with 3

4 Projektinformationen classes, tutors and group sessions. -EASY INSTALLATION: finally the programme doesn t need any installation, just requires a common updated PC, internet connection, audio and a microphone. -HELP IN DEALING WITH DAILY SITUATIONS: As the contents is based upon the TPR (Total Physical Response), a language learning method based on the coordination of speech and action the user will learn at the same time some situations that he/she must deal with later. The simulator reproduces a list of 12 situations usually occurring in a hospitality work-place: Hotel Reception Staff: Booking telephone bookings and problems with bookings Checking in simple checking in and problems with checking in Giving General Information hotel facilities, local information, directions, wake up calls Dealing with problems and complaints with the room Other problems and complaints lost property, noise, smells etc Clients problems accidents, damage and illness Checking out and paying simple checking out, problems with the bill, payment methods and problems Restaurant Staff Welcoming clients and taking orders menus, taking orders and special requests Explaining menus, drinks and cultural aspects localised for each country, explaining dishes, ingredients, cooking preparations, cultural culinary habits Serving food problems and complaints extra requests, problems, wrong orders, waiting times and accidents Bills and payment explaining bills, problems with bills, transactions and problems with transactions Bar Staff Serving drinks and giving information taking orders, special requests, giving explanations on drinks, information on events Projektwebseite: 4

5 Vertragnehmer Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: FEHR, Spanish Federation of Hospitality Pozuelo de Alarcon. Comunidad De Madrid ES-Spanien KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) Kontaktperson Name: Adresse: Stadt: Land: Telefon: Fax: Homepage: Maria J. Mariñoso Av. Anselmo Clavé, 55, Zaragoza ES-Spanien

6 Koordinator Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: FASE.NET zaragoza Aragón ES-Spanien KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) Kontaktperson Name: Adresse: Stadt: Land: Telefon: Fax: Homepage: Maria J. Mariñoso Av. Anselmo Clavé, 55 Zaragoza ES-Spanien

7 Partner Partner 1 Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: Groupement d Intérêt Public Formation Continue et Insertion professionnelle - Alsace Strasbourg Alsace FR-Frankreich KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) Partner 2 Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: PNM Language Services Canterbury Kent UK-Vereinigtes Königreich KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) Partner 3 Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: Bulgarian Association for Social and Economic Renewal (BASER) Sofia Sofia Stolitsa BG-Bulgarien KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) Partner 4 Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: EUROTECHNIKI CONSULTING Ltd Volos Thessalia EL-Griechenland KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) 7

8 Partner Partner 5 Name: Stadt: Land/Region: Land: Organisationstyp: Homepage: kiezküchen ausbildung ggmbh Berlin Berlin DE-Deutschland KMU - Klein- und Mittelunternehmen (bis zu 250 Mitarbeiter) 8

9 Projektdateien 1.DISSEMINATIONREPORTWP 7.pdf Dissemination Report, events, papers, conferences and other project events meant for dissemination PR-ECLIENT.PDF Progress report Public part. Check it to find out how hard we work for the project and see some nice pictures about the partners dissemination activities and contact with "the target group". 4.TESTINGREPORTTesting e.pdf Testing and Improvements Report brochure.pdf eclient Brochure in 6 Languages certification.pdf eclient CERTIFICATE CONTENTREPORT.PDF RESEARCH REPORT METHODOLOGICAL: Comprehensive analysis of languages courses specialized in hospitality sector as well as in virtual simulators. A common template was produced in order to evaluate previously developed training materials following a common procedure. More than hundred resources are being studies and measured according to their relevance to the e-client project. The research can be used as a compendium for those who are to elaborate new language learning materials. eclientvideo.zip e-client video demo. Please, extract in a folder and play the video.html file eclient_website_manual.pdf The Website Manual for registered users P _FR E-CLIENT_P.doc Public Report e-client. P _FR E-CLIENT_P.pdf Final Report Public. Situation 3 English Final Feb 09.zip MODEL SITUATION 3: The learning path is composed of 12 different real-life situations. Each situation contains different parts for implementation: 1- SCRIPTS: The dialogues that have been filmed. 9

10 Projektdateien 2- Words and Phrases: Audio recordings and information on synonyms and language information for the student. 3-How to say: some grammar and language tips. 4- Cultural notes: Relevant information for the student/worker who has to move to another country, brief tips on the country general culture and the specific way of service in the place. 5- Exercises to practise the information on the scripts and the other project parts. TECHNICAL.PDF RESEARCH REPORT TECHNICAL: Comparative study of existing simulators and language learning courses from the technical point of view. The survey compares the advantages and disadvantages of using one or another technology for the implementation of the e-client virtual simulator; it estimates the benefits of using web-based applications or static CDs or DVDs for the delivery of the materials as well as the possibilities of using more advanced technologies but finally considering the means available in the project budget. The survey may be used as core bibliography for next projects developing similar learning tools as it offers a wide perspective on the existing technologies and describes its benefits and drawbacks. The_learning_path_for_eClient.zip The learning path of eclient virtual simulator 10

11 Produkte VIRTUAL SIMULATOR DEMO DESCRIPTION AND LEARNING PATH RESEARCH REPORT ON CONTENTS AND LANGUAGE COURSES RESEARCH REPORT ON THE SIMULATOR TECHNICAL FACTS SAMPLE MODEL SITUATION 3 Virtual Simulator Films Demo Testing and Improvement Report THE VIRTUAL LEARNING LANGUAGES SIMULATOR FOR TOURISM PROFESSIONALS eclient CERTIFICATE eclient NETWORK STICKER eclient COMMERCIAL eclient WEB SITE MANUAL 11

12 Produkt 'VIRTUAL SIMULATOR DEMO DESCRIPTION AND LEARNING PATH' Titel: VIRTUAL SIMULATOR DEMO DESCRIPTION AND LEARNING PATH Produkttyp: Programme/Curricula Marketing Text: The project main product draft description. Beschreibung: This is just a brief pp. describing the Virtual simulator technical and learning characteristics. Zielgruppe: Trainers in vocational training and lifelong learning, content designers, pedagogs, technicians and publishers. Anwendungsbereich: Resultat: It's final step before the production of the virtual simulator. Homepage: Produktsprachen: Englisch &prd=1 12

13 Produkt 'RESEARCH REPORT ON CONTENTS AND LANGUAGE COURSES' Titel: RESEARCH REPORT ON CONTENTS AND LANGUAGE COURSES Produkttyp: Unterlagen für offenen Unterricht Marketing Text: Comprehensive analysis of languages courses; more than hundred resources are analyzed from different points of view. The perfect tool for the developer of new language learning materials. Beschreibung: Comprehensive analysis of languages courses specialized in hospitality sector as well as in virtual simulators. A common template was produced in order to evaluate previously developed training materials following a common procedure. More than hundred resources are being studied and measured according to their relevance to the e-client project. The research can be used as a compendium for those who are to elaborate new language learning materials. Zielgruppe: Content developers, language trainers, students or researchers. Resultat: Comprehensive report in PDF. Anwendungsbereich: Research material source of information for developers, trainers and students. Homepage: Produktsprachen: Englisch &prd=2 13

14 Produkt 'RESEARCH REPORT ON THE SIMULATOR TECHNICAL FACTS' Titel: RESEARCH REPORT ON THE SIMULATOR TECHNICAL FACTS Produkttyp: Fernlehre Marketing Text: If you are developing an ICT based language learning tool you have to check this report containing an analysis of the best market tools will help you in the design of your tool. Beschreibung: RESEARCH REPORT TECHNICAL: Comparative study of existing simulators and language learning courses from the technical point of view. The survey compares the advantages and disadvantages of using one or another technology for the implementation of the e-client virtual simulator; it estimates the benefits of using web-based applications or static CDs or DVDs for the delivery of the materials as well as the possibilities of using more advanced technologies but finally considering the means available in the project budget. The survey may be used as core bibliography for next projects developing similar learning tools as it offers a wide perspective on the existing technologies and describes its benefits and drawbacks. Zielgruppe: Technical staff, content developers, e-learning researchers, language trainers, students. Resultat: PDF Report on the analysis of the existing ICT based language learning tools. Anwendungsbereich: Research, source of information. Homepage: Produktsprachen: Englisch &prd=3 14

15 Produkt 'SAMPLE MODEL SITUATION 3' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: SAMPLE MODEL SITUATION 3 Produkttyp: Fernlehre Marketing Text: This is the raw material constituting the Simulator Just if you want to check how the information is arranged in order to create a Virtual Simulator for language learning. Beschreibung: MODEL SITUATION 3: The learning path is composed of 12 different real-life situations. Each situation contains different parts for implementation: 1- SCRIPTS: The dialogues that have been filmed. 2- Words and Phrases: Audio recordings and information on synonyms and language information for the student. 3-How to say: some grammar and language tips. 4- Cultural notes: Relevant information for the student/worker who has to move to another country, brief tips on the country general culture and the specific way of service in the place. 5- Exercises to practise the information on the scripts and the other project parts. Zielgruppe: Reserchers, content developers, trainers, students. Resultat: ModelSituation contents. Anwendungsbereich: Research. Homepage: Produktsprachen: Englisch &prd=4 15

16 Produkt 'Virtual Simulator Films Demo' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: Virtual Simulator Films Demo Produkttyp: Audiokassetten/Videokassetten Marketing Text: This is just an example of the films recorded in 6 language Beschreibung: A short demo of the simulator films. Zielgruppe: Trainers, students, researchers. Resultat: Video. Anwendungsbereich: Learning Homepage: Produktsprachen: Englisch &prd=5 16

17 Produkt 'Testing and Improvement Report' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: Testing and Improvement Report Produkttyp: Evaluierungsmethoden Marketing Text: Description of the organization and final results on testing the e-client simulator. Beschreibung: Description ofthe piloting findings and analysis of the innovation. Zielgruppe: Language trainers, hospitality workers and stakeholders, vocational training centres and staff. Resultat: The testing report analyses the points the strong and weak points of the simulator and offers solutions for its final version and exploitation. Anwendungsbereich: Research on language training and application of new methodologies on language training. Homepage: Produktsprachen: Englisch &prd=6 17

18 Produkt 'THE VIRTUAL LEARNING LANGUAGES SIMULATOR FOR TOURISM PROFESSIONALS' Titel: THE VIRTUAL LEARNING LANGUAGES SIMULATOR FOR TOURISM PROFESSIONALS Produkttyp: Fernlehre Marketing Text: The e-client Simulator is specifically designed to help improve communication in other languages for low skilled workers dealing face-to-face with clients; recent statistics show that in the participant countries, highly experienced in Tourism such as Greece, Spain or Bulgaria with emergent growth in the sector, all suffer from staff insufficiently trained in foreign languages. The targeted languages are: BG, DE, EL, EN, ES, FR Beschreibung: The eclient simulator is a web based language learning tool which improve the communication skills of low skilled workers in the hospitality sector (hotel, restaurant and bar services). Zielgruppe: Workers in the hospitality sector (hotel, restaurant, bar) Resultat: The simulator is an innovative multi-language learning tool, provided in 6 languages. For free registration go to the url:http://www.e-client.org/en/userfreeaddform.asp Anwendungsbereich: Language Learning Simulator Homepage: Produktsprachen: Bulgarisch Englisch Französisch Deutsch Griechisch Spanisch &prd=7 18

19 Produkt 'eclient CERTIFICATE' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: eclient CERTIFICATE Produkttyp: andere Marketing Text: The certificate for the eclient Simulator learners Beschreibung: The certificate for eclient learners Zielgruppe: eclient learners Resultat: Dissemination material for Greek users Anwendungsbereich: Dissemination - Certification material Homepage: Produktsprachen: Griechisch product files certification.pdf eclient CERTIFICATE &prd=8 19

20 Produkt 'eclient NETWORK STICKER' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: eclient NETWORK STICKER Produkttyp: andere Marketing Text: The hospitality enterprises using the eclient virtual languages simulator create a network in Greece for dissemination and closer cooperation Beschreibung: The members of the Greek eclient network use this sticker Zielgruppe: Hospitatity enterprises Resultat: Dissemination Anwendungsbereich: Dissemination Homepage: Produktsprachen: Griechisch product files eclientstick.png eclient STICKER &prd=9 20

21 Produkt 'eclient COMMERCIAL' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: eclient COMMERCIAL Produkttyp: DVD Marketing Text: Dissemination of the eclient project in Greece Beschreibung: Dissemination product. Zielgruppe: eclient simulator's users Resultat: Dissemination product Anwendungsbereich: Dissemination Homepage: Produktsprachen: Griechisch product files eclientcommercial.pdf eclient COMMERCIAL DVD &prd=10 21

22 Produkt 'eclient WEB SITE MANUAL' e-client VIRTUAL SIMULATOR FOR LANGUAGE LEARNING FOR TOURISM Titel: eclient WEB SITE MANUAL Produkttyp: Homepage Marketing Text: The manual for registered users in the eclient web site Beschreibung: The manual for registered users in the eclient web site Zielgruppe: eclient registered users Resultat: Interactive functions of the eclient website Anwendungsbereich: Interactive web site Homepage: Produktsprachen: Englisch product files eclient_website_manual.pdf eclient WEB SITE MANUAL &prd=11 22

23 Veranstaltungen Final Partnership Meeting in Madrid Datum Beschreibung Zielgruppe Öffentlich The first final version of the simulator presented. Partners Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort 18th-19th November 2009, Madrid, Spain 5th Partnership meeting in Berlin Datum Beschreibung Zielgruppe Öffentlich Analyse the final result for the simulator in English. Find points of improvement Partners Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort June 2009, Berlin, Germany 4th Partnership Meeting in Sofia Datum Beschreibung Zielgruppe Öffentlich The project is its final sprint, a tight schedule should be detailed desing in order to reach all the project objectives. Partners. Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort sofia, Bulgaria 26*27 March

24 Veranstaltungen Filming the videos in Strasbourg. Datum Beschreibung Zielgruppe Öffentlich 12 Hotel and Restaurant based situations were recorden in 6 languages with native speaker actors. Film lovers. Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort Strasbourg, France February rd Meeting, dissemination in the School of Hospitality. Datum Beschreibung Arrangements of the work-plan for the simulator and film recording. Important dissemination facts such as the visit to the School of Hospitality. Zielgruppe Öffentlich Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort Strasbourg, October nd Meeting in Volos, Greece. Datum Beschreibung Zielgruppe Öffentlich Project turning point, difficult decissions were taken in the meeting in hot debates. Partners. Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort Volos, Greece, March

25 Veranstaltungen 1st Meeting in Madrid and Hospitality awards. Datum Beschreibung Project kick off meeting coinciding with the fair of hospitality and Tourism and the Awards on excelence. Zielgruppe Öffentlich Geschlossene Veranstaltung Kontaktinformation Zeitpunkt und Ort Madrid November

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