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Module two

Module two. Communicating with T ourists.

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Module two

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  1. Module two Communicating withTourists 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/

  2. 2 Activity 1: Chinese whisper game Play Chinese Whispers….

  3. 3 Module introduction Topic 1: Module Introduction Topic 2: Communicating with tourists Topic 3: Cross cultural communication Topic 4: Handling complaints

  4. Topic One Building rapport

  5. 5 What is rapport? A good relationship between a local guide and tourists.

  6. 6 Why is building rapport with tourists important? Friendly environment Foster cultural experience Identify guest needs easier Increase opportunities Ease the complaints handling process

  7. 7 How to build rapport with tourists? Be friendly Identify what guests want and need Share stories and interesting information Inform of services Always smile and offer assistance Resolve complaints quickly and in full.

  8. 8 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

  9. 9 Activity 2: Building rapport • 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.

  10. 10 Activity 3: Building Rapport Activities • Take a flashcard • Read your flashcard carefully • Decide if the action is something that a Local Guide SHOULD DO or SHOULD NOT DO when building rapport with tourists • Stand in the area allocated in the classroom for each of the categories: “DO” and “DON’T”

  11. 11 DO’s in building rapport Dress well and suitably Smile Sincere greeting & handshake Make eye contact

  12. 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

  13. 13 DON’Ts in building rapport • Speak too softly or loudly • Be sales-like • Appear to beg • Ignore tourists • Rude to tourist • Be shy

  14. 14 Activity 4: Start a conversation • 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. 15 Good topics of conversation • Show interest in a person’s back ground • Connections through geography • Impart your own story ?

  16. Topic two Communicating with tourists

  17. 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. 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

  19. 19 Why communication is important? Understanding each other Offer/sell services to tourists Avoids frustration Creates a good environment Meet information needs of tourists.

  20. 20 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!

  21. 21 Most common ways to communicate Body Language Visual Image Writing Speaking Food Food!!

  22. 22 Types of communication Food!!

  23. 23 Non-verbal Communication Signs Symbols Gesture Body Language

  24. 24 Gesture • Recognised all over the world • Portray a feeling • Signal a kind of message.

  25. 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 12 13 10 11

  26. 26 Gesture game 4. OK It means: 1. Angry 3. Good 2. Bad 9. Love 5. Come 6. Go 8. Me 7. You 12. Hot 13. Ill 10. Cold 11. Happy

  27. 27 Maps, symbols and pictures

  28. 28 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

  29. 29 Which ones do you know? 2 1 3 5 4 7 6

  30. 30 Which ones do you know? 4 1 2 3 8 7 6 5

  31. 31 Which ones do you know?

  32. 32 Verbal communication • Involves using: • words and language • Emotions and intonation • 2. How to communicate is critical • 3. Ensure the message is understood by the recipient. UFFF!! Food!!

  33. 33 Importance of listening to your guests Attention understanding feedback memory A way of getting feedback Address issues and improve your services Show your care Listen Meaning Hear Ear-drum Microwave

  34. 34 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

  35. 35 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

  36. 36 Ways to overcome barriers Physical: try to use face-to-face communication frequently Perceptual: recognise we have different values Emotional: try to build trust Cultural: recognize we have different culture Language: body language, gestures

  37. Topic three Cross cultural communication

  38. 38 Activity 9: Communication barriers See your trainer role play OK gesture and guess what it means.

  39. 39 Asian and Western Europeans Middle Eastern Asians direct eye contact is a sign of openness and honesty Be friendly but respect guest’s privacy and interpersonal space. No touching during conversation. long-time direct eye contact is a sign of rudeness.

  40. 40 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.

  41. 41 Activity 11: Dealing with offensive situations Brainstorming: • Things guests do that you find offensive 2. Things you do that guests find offensive

  42. 42 If a guest does something you find offensive ... Brief tourists in advance about the local culture and norms If a tourist does something strange, quietly explain your view Be tolerant and do not get angry Take preventive measures for next time

  43. 43 If you do something that the guest finds offensive ... Discuss the matter with the guest Explain your culture, and that you apologise Try to prevent this from happening again

  44. 44 Activity 12: Dealing with Cross-cultural Incidents Divide into 3 groups; each group receives a card with a situation. • Read the situation • Discuss the situation and identify solutions • Present this situation and proposed solutions among everyone. Note that group can role play to present situation. • Other groups give comments.

  45. Topic four Handling complaints

  46. 46 Why tourists complain? Wrong information Poor service Tour unsatisfactory Overcharged

  47. 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

  48. 48 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. 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…

  49. 49 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.

  50. 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.

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