Flipping the classroom for higher education learners to improve productive and receptive skills / Invertir la clase con estudiantes universitarios para mejorar las destrezas productivas y receptivas

Palabras clave: Aula Invertida; ILE; Turismo; Quejas de Clientes; Habilidades Profesionales.


Este estudio examina la capacidad de los estudiantes de Turismo para abordar las quejas de clientes utilizando el enfoque de aula invertida combinado con la implementación del programa en línea VoiceThread. El estudio se llevó a cabo con un grupo de 49 estudiantes ILE en el Grado de Turismo en la Universidad Complutense de Madrid. El estudio se llevó a cabo en 3 fases: (1) a los estudiantes se les proporcionó material en Campus Virtual con expresiones útiles relacionadas con las quejas de clientes, que los estudiantes debían consultar antes de la siguiente clase. (2) En el laboratorio de idiomas, los estudiantes debían escuchar una queja de un cliente y darle una respuesta satisfactoria mediante grabación de su propia voz. (3) Para recabar información sobre la opinión que tenían de esta actividad experimental, a los estudiantes se les pidió que cumplimentaran un cuestionario Google. En general, los resultados del estudio han demostrado el impacto positivo de este método en el proceso de enseñanza/aprendizaje en las clases de ILE para los estudiantes de turismo, contribuyendo a su motivación y al desarrollo de sus habilidades profesionales.



This study examines the ability of Tourism students to deal with customer complaints by using the flipped classroom approach combined with the implementation of the online VoiceThread programme. The study was carried out with a group of 49 EFL students in the Degree of Tourism at the University Complutense of Madrid. The study was carried out in 3 phases: (1) students were provided with audio material containing some useful expressions related to customers’ complaints. This material was made available on the Virtual Platform (Campus Virtual) so students could consult it as they needed before the following class. (2) In the computing room, students were asked to listen to a customer complaint and to give a solution by recording their own voices. (3) In order to gather students’ opinions about this experimental activity, students were asked to fill in a Google form questionnaire. Overall, the results of the study have shown the positive impact of this method on the teaching/learning process in the EFL classes for Tourism students, contributing to their motivation and development of their professional skills

 Keywords: flipped classroom; EFL; tourism; customer complaints; professional skill


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