Service cases as a tool for modelling the professional culture of future professionals in the service industry

Abstract

Professional culture is defined as an integrated personal and professional quality that covers a system of values, communication competence, emotional maturity, ethical responsibility and the ability to constructively interact with clients. Objective. The aim of our research is to substantiate service cases as a pedagogical tool for modelling the professional culture of future professionals in the service industry and to determine the methodological conditions for their effective application in the educational process. Methods. The article analyses modern scientific approaches to the development of professional culture and interactive educational technologies, among which case technologies are particularly significant. Results. It is determined that service cases act as an effective tool for modelling professional situations, recreate realistic conditions of activity and ensure the formation of professional culture of future professionals in the service industry. The didactic potential of service cases as a method of organizing quasi-professional activities that combine educational and practical components of training is revealed. The research shows that service cases contribute to the development of communicative, emotional-behavioural and ethical competence, enable students to work through complex situations of “client – professional” interactions, and practise skills of constructive dialogue, conflict de-escalation, emotion regulation and making morally responsible decisions. It is argued that the modelling of stressful, problematic and crisis situations within the case method creates a safe educational environment in which students acquire the ability to predict consequences, choose optimal behaviour strategies and form a professional identity. The article defines methodological conditions for the effective implementation of service cases in professional training: relevance to the realities of service activities, step-by-step processing of situations, interactivity, tutoring support, reflective analysis and cooperation with employers. It is emphasised that the multi-level tasks of service cases (communicative, emotional-behavioural, ethical, technological and integrated) ensure the comprehensive development of professional culture. Conclusions. The conclusion was made that the systematic application of service cases in the educational process enhances the practical focus of training, develops readiness for professional interaction and strengthens the competitiveness of future professionals in the service industry.