Transcript - Mekong Tourism

Module two
Engaging with passengers
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/
Module introduction
Topic 1: Good driving service
Topic 2: Communicating with tourists
- Building rapport
- Verbal and non verbal communication
Topic 3: Cross cultural communication
Topic 4: Handling complaints
2
Topic One
Good driving service
What are driving services?
Services offered by tourist drivers:
• Transport
• Luggage handling
• Communication
• Information
4
Activity 1: Respond to specific needs or situations
•
Divide into three groups.
•
Take a flashcard
•
Read the situation in the card
•
Discuss and prepare a role play to respond to
specific situation
•
•
Present role play to the class
Each group have 20 minutes to discuss and
prepare a role play (3-5 mins) to respond to
specific needs or situations
5
Topic two
Communicating with
tourists
What is rapport?
7
A good relationship between a local guide and tourists.
Why is building rapport with tourists important?
1. Create friendly environment
2. Foster cultural experience
3. Identify guest needs easier
4. Increase opportunities for exchange
5. Ease the complaints
handling process.
8
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
9
How to put “building rapport” into practice?
•
Imparting information about yourself at initial welcome
•
Introduction before starting the journey
•
Take chance to talk to your passengers
10
11
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.
12
Most common ways to communicate
Body Language
Visual Image
Writing
Speaking
Food
Food!!
13
14
Verbal communication
Using written or spoken language for communication
Food!!
Food
Activity 2: Practice verbal communication -public speaking
Role play:
•
Each delegate is to introduce
themselves to the rest of the group
who act as a group of tourists for the
purposes of the role play.
•
Use the 3-S principle: Stand tall,
Smile, Speak confidently.
15
16
Non-verbal Communication
Signs
Symbols
Gesture
Body Language
17
Activity 3. Gesture game
4
What does each gesture mean to you?
1
3
2
9
5
6
8
7
10
11
12
13
18
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
Activity 4. Meaning of signs
See signs in two following slides:
•
Think what the signs mean
•
Give your opinion
•
Discuss among group
19
20
Which ones do you know?
2
1
3
5
4
6
7
21
Which ones do you know?
1
2
5
4
3
6
7
8
Activity 5: Role play non verbal communication
1. Need five volunteers
2. Each one perform a role-play on non-verbal
communication.
3. Others guess what this communication means.
4. Performer tells the whole class that what
he/she want to say.
22
Topic three
Cross cultural
communication
Activity 6: OK gesture
See your trainer role play OK gesture and
guess what it means in different cultures.
24
25
Asian and Western
Europeans
Direct eye contact
is a sign of
openness and
honesty
Middle Eastern
Asians
Be friendly but
respect guest’s
privacy and
interpersonal
space. No touching
during
conversation.
Long-time direct
eye contact is a
sign of rudeness.
Activity 7. Different habits
26
Brainstorming:
•
Identify international visitors’ behaviour that Vietnamese
people find offensive.
•
Identify Vietnamese peoples’ behaviour
that international visitors find offensive.
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
27
Topic four
Handling complaints
Why passenger complain?
• Bad driving
• Poor service
• Unsatisfactory
• Overcharged
• Other reasons???
29
Did you know?
•
Only 4% of dissatisfied customers
complain.
•
96% leave without saying a word.
•
Of the 96% who leave, most will never
return.
•
A typical dissatisfied customer will tell 8
to 10 people.
•
A satisfied complainer will tell 5 people.
•
If solved, 7 out of 10 complaining
customers will do business again with
you.
•
It takes 12 positive service incidents to
make up for one negative incident.
30
Dear Suja, Rani, David, Anita
and Dear Mom…
I am having great time in
Vietnam… Specially when I
have such great help from
the taxi Guy..
Activity 8: Story telling
Share your own experiences on guest’s complaints
•
When this was happen?
•
What did they complaints about?
•
What was their attitudes?
•
What did you do in that situation
•
What happen at the end?
31
32
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
33
Express Empathy to Customers
I can see why you feel that
way.
I see what you mean.
That must be very upsetting.
I understand how frustrating this
must be.
I’m sorry about this.
Handle complaints with HEAT
Hear
the customer out
Empathize –
Apologize –
“I understand how you feel”.
“I’m sorry this happened”.
Take Action –
“Let’s see what we can
do to fix the problem.”
34
Activity 9. Handling complaint using HEAT procedure
35
Divide into 4 groups. Each group take a flashcard.
1. Read the scenario on the flashcard
2. Discuss the scenario and identify how they handle the
situation
3. Prepare a role play of the scenario, apply HEAT procedure.
One person will be a tourist drivers and others will be
passengers.
4. Perform a role play of the scenario
5. Other groups see the situation and give feedback.
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/