Transcript Document

Module two
Communicating with
Tourists
This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV/ ILO
and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visithttp://ec.europa.eu/europeaid/
Activity 1: Chinese whisper game
Play Chinese Whispers….
2
Module introduction
Topic 1: Module Introduction
Topic 2: Communicating with tourists
Topic 3: Cross cultural communication
Topic 4: Handling complaints
3
Topic One
Building rapport
What is rapport?
5
A good relationship between a local guide and tourists.
Why is building rapport with tourists important?
1. Friendly environment
2. Foster cultural experience
3. Identify guest needs easier
4. Increase opportunities
5. Ease the complaints
handling process
6
How to build rapport with tourists?
1. Be friendly
2. Identify what guests want and need
3. Share stories and interesting information
4. Inform of services
5. Always smile and offer assistance
6. Resolve complaints quickly and in full.
7
How to put “building rapport” into practice?
Introduction before a tour starts
Imparting information about
yourself at initial welcome
Take chance to talk to tourists
8
Activity 2: Building rapport
•
•
•
9
Stand up and walk around the classroom
Meet any one you like and make acquaintance with
that person (shaking hands, greeting, giving praise,
patting shoulder etc.)
Share feedback about what you experienced from
the interaction.
Activity 3: Building Rapport Activities
10
1. Take a flashcard
2. Read your flashcard carefully
3. Decide if the action is something that a Local Guide
SHOULD DO or SHOULD NOT DO when building rapport with
tourists
4. Stand in the area allocated in the classroom for each of the
categories: “DO” and “DON’T”
11
DO’s in building rapport
Dress well and suitably
Smile
Sincere greeting & handshake
Make eye
contact
12
DO’s in building rapport
•
Use the person’s name
•
Speak loudly enough
•
Remember name and faces
•
Listen carefully and interpret tourists questions or needs
•
Self confident.
Emily!!
emily
DON’Ts in building rapport
•
Speak too softly or loudly
•
Be sales-like
•
Appear to beg
•
Ignore tourists
•
Rude to tourist
•
Be shy
13
Activity 4: Start a conversation
•
•
14
Watch the role plays your trainer will conduct on ways to
start a conversation.
Discuss which ways are most interesting, which ways not
and why.
15
Good topics of conversation
•
Show interest in a person’s back ground
•
?
Connections through geography
•
Impart your own story
Topic two
Communicating with
tourists
17
What is communication?
Process of exchanging thoughts, messages, or information,
complete once the receiver understand the sender’s message.
1. Coding
3. De-coding
= TREE
TREE =
2. Sending the
message
Sender
Receiver
18
Communication process
Process of exchanging thoughts, messages, or information,
complete once the receiver understand the sender’s message.
Transmission
Coding
Receiving
Ideas
Decoding
Feedback
Sender
Receiver
Why communication is important?
1. Understanding each other
2. Offer/sell services to tourists
3. Avoids frustration
4. Creates a good environment
5. Meet information needs of tourists.
19
Activity 5: Common ways to communicate
Divide into groups of 5
•
•
•
•
Discuss and design a poster of most common ways to
communicate with tourists
Organise a “Poster exhibition” and present to everyone
Vote for the best poster
The winning team will get a prize!
20
Most common ways to communicate
Body Language
Visual Image
Writing
Speaking
Food
Food!!
21
22
Types of communication
Communication
Non-Verbal
Verbal
(simple
English)
Food!!
Symbols,
Pictures,
Signs
Gestures
Non-verbal Communication
Signs
Symbols
Gesture
Body Language
23
24
Gesture
Recognised all over the world
•
•
•
Portray a feeling
Signal a kind of message.
25
Activity 6: Gesture game
4
Analyse each picture to find out what the guest is
telling us with non-verbal communication.
1
3
2
9
5
6
8
7
10
11
12
13
26
Gesture game
4. OK
It means:
1. Angry
3. Good
2. Bad
9. Love
5. Come
6. Go
8. Me
7. You
10. Cold
11. Happy
12. Hot
13. Ill
Maps, symbols and pictures
27
Activity 7: Meaning of signs
Look at the pictures of signs on 3 following slides
•
•
•
Think what the signs mean
Give your opinion
Discuss among learners
28
29
Which ones do you know?
2
1
3
5
4
6
7
30
Which ones do you know?
1
2
5
4
3
6
7
8
Which ones do you know?
31
Verbal communication
1. Involves using:
•
words and language
•
Emotions and intonation
2. How to communicate is critical
3. Ensure the message is understood by the recipient.
Food!!
UFFF!!
32
33
Importance of listening to your guests
1. A way of getting feedback
Listen
2. Address issues and
improve your services
Meaning
3. Show your care
Hear
Microwave
Ear-drum
Attention
understanding
feedback
memory
Activity 8: Communication barriers
Divide into 3 groups. Each group get a piece of A1
paper and a marker. In your groups:
•
•
•
•
Discuss barriers to effective communication
Discuss how to overcome these barriers
Write discussion outcomes on A1 paper
Present to the whole class
34
Barriers to effective communication
Your style and character
•
•
Lack of preparation and bad presentation
•
•
Lack of clarity
The receiver is not ready to receive the information
•
Information overload
•
Distractions e.g. noise
35
Ways to overcome barriers
1. Physical: try to use face-to-face communication frequently
2. Perceptual: recognise we have different values
3. Emotional: try to build trust
4. Cultural: recognize we have different culture
5. Language: body language, gestures
36
Topic three
Cross cultural
communication
Activity 9: Communication barriers
See your trainer role play OK gesture and
guess what it means.
38
39
Asian and Western
Europeans
direct eye contact is a
sign of openness and
honesty
Middle Eastern
Be friendly but respect
guest’s privacy and
interpersonal space.
No touching during
conversation.
Asians
long-time direct eye
contact is a sign of
rudeness.
Activity 10: Class Debate
Debating the statement
“is it acceptable for tourists to kiss
in public”.
-
Divide into 2 teams,
namely DO’s and DON’Ts
• Team 1: Support this statement.
• Team 2: Against this statement.
- In 10 minutes discuss why they support or
against
this statement
- Present their arguments in five minutes.
40
Activity 11: Dealing with offensive situations
Brainstorming:
1. Things guests do that
you find offensive
2. Things you do that
guests find offensive
41
If a guest does something you find offensive ...
1. Brief tourists in advance about the local culture and norms
2. If a tourist does something strange, quietly explain your view
3. Be tolerant and do not get angry
4. Take preventive measures for next time
42
If you do something that the guest finds offensive ...
1. Discuss the matter with the guest
2. Explain your culture, and that you apologise
3. Try to prevent this from happening again
43
Activity 12: Dealing with Cross-cultural Incidents
Divide into 3 groups; each group receives a card
with a situation.
1. Read the situation
2. Discuss the situation and identify solutions
3. Present this situation and proposed solutions among
everyone. Note that group can role play to present
situation.
4. Other groups give comments.
44
Topic four
Handling complaints
Why tourists complain?
1. Wrong information
2. Poor service
3. Tour unsatisfactory
4. Overcharged
46
47
Tourists needs when they complain
Needs as individuals:
•
To be heard
To be understood
•
•
To be respected
Needs relating to the complaint:
•
To have their concern dealt with
•
To be given what they have been denied
•
To have action taken
Did you know?
1. Only 4% of dissatisfied customers
complain.
2. 96% leave without saying a word.
3. Of the 96% who leave, most will never
return
4. A typical dissatisfied customer will tell 8
to 10 people
5. A satisfied complainer will tell 5 people
6. If solved, 7 out of 10 complaining
customers will do business again with you
7. It takes 12 positive service incidents to
make up for one negative incident.
48
Dear Suja, Rani, David, Anita
and Dear Mom…
I am having great time in
Vietnam… Specially when I
have such great help from my
guide Ms. Ha.nh…
Handle complaints with HEAT
Hear
the customer out
Empathize
I understand how you feel.
Apologize
I’m sorry this happened.
Take action
Let’s see what we can
do to fix the problem.
49
50
Express Empathy to Customers
I can see why you feel that way.
I see what you mean.
I’m sorry about this.
That must be very
upsetting.
I understand how
frustrating this must be.
Activity 13: Handling complaint using HEAT procedure
51
Divide into 4 groups. Each group is given a scenario on
flashcard. Each group:
1.
2.
3.
4.
Read the scenario of handling complaints
Prepare a role play of the scenario
Perform a role play of the scenario
Other groups take notes and give feedback, using the
HEAT method.
Thanks
for
your
attention!
The HITT Programme and its Contributors
This series of materials has been produced in
collaboration between the High Impact Tourism
Training for Jobs and Income Programme (HITT)
funded by the European Union and the International
Labour Organisation (ILO) in Vietnam.
These
programmes and organisations contributed to the
development and printing of this material and will be
using these training materials to deliver High Impact
Tourism
Training
to
their
respective
target
beneficiaries.
The programme supports informal workers and
potential workers from the tourism sector of Vietnam
to enhance their productivity and professionalism,
and to increase their employability and income
opportunities. The HITT programme is implemented
by the Netherlands Development Organisation (SNV)
through the financial assistance of the European
Commission (EC) Investing in People programme.
This publication has been produced with the financial
assistance of the European Union. The contents of the
publication are the sole responsibility of the HITT
Programme and can in no way be taken to reflect the
views of the European Union. For more information on
Europe
Aid,
please
visit
http://ec.europa.er/europeaid/