You are on page 1of 62

Basic Tourist Reception

and Effective Communication

Week 2
Objectives

Review of the Tourism Industry


Structure
Importance of Tourism
Nature of basic tour guiding and
reception
Importance of first impression
Effective Communication Skills
Tourists

People who leave their homes to temporarily


visit a place
They should be spending and not earning
money from the place they visit
Reasons can be pleasure, meetings or
seminars
With the intention of learning something
about the place like its history, people,
culture and traditions
Types of Tourist

Foreign Tourist a non Filipino


nationals visiting any of our tourist
destinations or regions
Local Tourist a Filipino National
visiting any places of our country
and stays more than 24 hours. If
less than a 24 hours we define as
excursionist
Characteristics of
Tourism
Product is not brought to the consumer;
The tourism product is not used up, it
doesnt exhaust the countrys natural
resources;
People-oriented;
Labor-intensive;
Multi-dimensional;
Seasonal;
Dynamic;
Characterized by the changing ideas of its
customers.
Nature of Tour Reception &
Guiding
First impression of tourists play a very
important role
Receiving tourists is just like receiving
guests in your home
Show the best without boasting or
overdoing
Guiding is not simply telling them to
your left, to your left, theres a lot
more into it.
Tour Guide
A tour guide is a person who
leads groups of people around a
town, museum, or other tourist
venue.
Tour Guide
The tour guide provides a
commentary on the features and
history of the location, the tours
can be from as little as 10-15
minutes to extended periods
over many days.
Tour Guide

Considerable importance is
placed on the guide's knowledge
of local stories, history and
culture depending on the
location of the tour.
Points to Ponder

Our attitude toward our visitors -


whether they are from around the
world, across the province or
across the street - is a key
element of service which forms a
lasting memory of their visit.

Points to Ponder

Courtesy, friendliness and


professionalism are essential
ingredients of successful tourism
industry operations.

We should be encouraged to take


pride in ourselves, in what we do
and in where we live.

COMMUNICATION
THE COMMUNICATION PROCESS

Communication starts with an idea in the sender's mind.

The sender translates the idea into words and this


becomes the message.

The receiver translates the message back into an idea.

When the receiver's idea is the same as the sender's


idea, effective communication has taken place.

TIPS FOR IMPROVING COMMUNICATION

1. Ask questions to determine knowledge


level.

2. Listen to vocal clues.

3. Watch for non-verbal clues.

4. Use simple words.


TIPS FOR IMPROVING COMMUNICATION

5. Ask questions if you don't understand


something, or feel you may have
missed the point.

6. Use pictures or diagrams whenever


appropriate.

7. Use gestures to assist you.


TIPS FOR IMPROVING COMMUNICATION

Telephone Conversation Sample

Jay : So let me repeat it, ma'am. You will be an


hour late. Mr. Klein can go ahead to the
convention and you'll just meet him there.
Did I get it right?
Mrs. Klein : Yes, That's right. And please' inform
him that we're sitting in front.
Jay : I will, ma'am. Is there anything else?
Mrs. Klein : That's all. Thank you.
Jay : You're welcome.
Communication Skills
Language proficiency

Avoid using highfalutin words, use


simple, easy to understand words

Try to get rid of regional accent

Use synonyms to explain, to


describe something
Communication Skills

Use non-verbal communication in a


difficult thing or situation

Speak audibly, not too soft and not too


loud

Conduct your commentary in a relaxed,


entertaining manner (they came here to
enjoy, remember)
COMMUNICATION
GAME
Verbal Communication

1. Communicate clearly.

- Clear communication:
message sent = message received
- Being a successful sender or receiver:
NOT EASY
- Necessary: repetition and feedback
Verbal Communication
2. Communicate effectively.
-Maintenance of customers self-esteem
-Repetition and feedback
-Use of easy and clear words
-Listen and observe peoples verbals (words) and
non-verbals (body language)
-Focus on another persons personality not his
performance
-Tone of voice: communicates as much, or more,
of actual message as to words themselves
-Use of body language
Verbal Communication

3.Say the right thing at the right time.

-TO BE AVOIDED: language that


can turn off customers
-TO BE OBSERVED ALWAYS:
tact in speaking and moving about
Verbal Communication

4.Communicate your best image.

-ESSENTIAL: a good first impression

-IMPORTANT: well-groomed personality


with a positive attitude
Verbal Communication

5.Sell yourself through your body


language.

-High and steady head


-Natural, unaffected arm movement
-Relaxed facial muscles
-Smiling face
-Controlled body movement
-Maintained eye contact
Verbal Communication

6. Sell yourself through your tone of voice.


-Knowing how to say something
-Sophisticated and formal bur relaxed and
warm manner of talking
- Avoiding the following types of
voicing: Loud Agitated/angry
Nervous Fast paced Tired/
sickly/ weak Upbeat/high on drugs
Authoritative/demanding Meek/shy
Too serious/too scholarly
MAKING PEOPLE
FEEL WELCOME

Getting to Know You!
First and last name
Occupation

clue to associate

Remember : when we meet new people, one of the


most effective ways of making them feel
welcome and acknowledge is to use and
remember their names.
Using and Remembering Names

Why do we like to use someones


name? Or, why is it nice when someone
remembers and uses our name?

Why then dont we remember and use


names more often?
TIPSFORUSINGAND
REMEMBERINGNAMES

TECHNIQUES:
1. Clear your mind so that you can listen to the
name and hear it properly.
2. Ask for the spelling and check the
pronunciation.
3. Repeat the name in conversation.
4. Use the name when saying good-bye.
5. Write the name down for future reference.
Additional points/tips for using and
remembering Names

1)Spelling
Tohelpyougraspanunfamiliarname,SPELL
thename.

Example: Jon Tomson (no h and no p)


2) Clue or Association is a personal
matter
ASSOCIATEthenamewithsomething
connectedtotheperson.

Example: Tommy Lee Ling, an owner of


canned meat company (malingco) who reminds
you of the actor, Tommy Lee Jones.
3.Somenameswillhavenomeaningforyou
andformnopictures,therefore,youmayhave
toBREAKthenameapart.

YOUR SUCCESS IN REMEMBERING NAMES


DEPENDS UPON THE EFFORT YOU PUT
INTO IT.
Making Conversation

Who do you find it easy to converse with?


Friends
Family
Co-workers

Why are conversation important to people?


They help us feel comfortable
feel recognize
ease tension
gather information
Knowing how to start a conversation is
vital in the tourism industry.

A conversation can help a visitor feel


welcome and more comfortable in an
unfamiliar environment.

Also, it may help YOU, as a service


professional, gain the information you
need to make a sale, solve a problem,
or serve the visitor's needs.
SOME SUGGESTIONS FOR
INITIATING A CONVERSATION

1.UseaquesAonorstatementtosparkinterest.

2.AskanopenquesAonaboutsomething
perAnenttothesurroundingsorthesituaAon.
AskquesAonstowhichtheotherpersonwill
knowtheanswer.

3.Findoutabouttheperson'sworkorinterests.

4.Findoutifthepersonisnotfromyourarea.

NEVER
UNDERESTIMATE THE VALUE
OF PERSONAL ATTENTION.
Using and remembering names and
making conversation are very
important skills in the tourism industry.

Must be used appropriately and with


sincerity.
Must be practiced in order for you to feel
comfortable using them.
Apart of the responsibility we carry for going
more than half way to create the feeling of
hospitality.
Leave a dynamic impression on the visitor.
YOUR ATTITUDE IS KEY!
WHY DO FIRMS LOSE CUSTOMERS?

Surveys of many kinds of businesses
indicate that firms lose customers for
various reasons.

Choose which one you feel is the main


reason why firms lose customers.
WHY DO FIRMS LOSE CUSTOMERS?
% of customers die.

% of customers move away.

% of customers float from one firm to another.

% of customers change firms because the people giving service


are indifferent and show little interest in them or their needs.

% of customers change firms on recommendation of their


friends.

% of customers change firms because they believe they can


buy more cheaply elsewhere.

% of customers buy according to their whims.


There are four virtues of leading importance to
people wishing to work successfully in the
tourism industry. They are:

COURTESY

SINCERITY

CONSISTENCY

FRIENDLINESS
FIRSTIMPRESSIONS
Exercise

What are the factors of FIRST IMPRESSION?


Positive First Impression
The Philippines is being known, the world
over for its friendliness and hospitality

You may be the first and lasting impression


in a visitors memory.

Research indicates that it takes up (1.5) one


year and 5 months of continual contact to
change a first impression
TIPS TO MAKE YOUR FIRST
IMPRESSION A POSITIVE ONE

When you work in the service industry, you


are constantly in the public eye. The visitors
perception of you and your business is
based upon the impression you create.
TIPS TO MAKE YOUR FIRST
IMPRESSION A POSITIVE ONE

To the visitor, YOU are the business you


work for, and perhaps the only contact the
visitor may have with your community.

TIPS TO MAKE YOUR FIRST


IMPRESSION A POSITIVE ONE

From the first impressions made through


personal and telephone contact, visitors will
come to a conclusion about what kind of
person is serving them, what they may
expect in the way of service and whether or
not you intend to pay attention to their
needs.
TIPS TO MAKE YOUR FIRST
IMPRESSION A POSITIVE ONE

1. Make sure that you are appropriately


groomed everyday, and check your
appearance frequently.

2. Always greet guests as soon as they enter. If


you are busy or on the telephone, give a
smile and a nod to indicate that you know
they are there.
TIPS TO MAKE YOUR FIRST
IMPRESSION A POSITIVE ONE

3. Keep your work space, front entrance and


public areas clean and tidy

4. Carry yourself with pride and confidence.

5. Never make assumptions. Greet ALL your


guests courteously
TIPS TO MAKE YOUR FIRST
IMPRESSION A POSITIVE ONE

4. Treat your co-workers politely.

5. Smile, but smile sincerely.

6. Be aware of your posture, poise and facial


expressions.
IMPORTANT Things for
Positive Impressions
Personal Hygiene Body movements
Facial expressions Friendly
Clothing Sincere
Posture Honest
Body language Provide accurate
Accessories and clear
information
PointstoPonder

Itisveryimportantnottomakeassump:ons
aboutourvisitorsbyformingrst
impressionsbasedonourownvalues,biases
andpastexperiences.

Allvisitorsandcustomersshouldbetreated
withcourtesyandrespect.

Cultural Awareness
Today, customers come from diverse
backgrounds backgrounds composed of
many different languages and cultures.

English is even spoken as a second or even


third language.

Communicating effectively with these


customers requires skills and understanding
of individual differences.
When talking with a customer from another
culture who speaks English as a second
language, it is important to stay with basic
language to reduce the risk of poor
communications. To help you accomplish
this, follow these guidelines:
Guidelines

1. Avoid slang, acronyms, plays on words or


expressions that are uniquely American.
A few examples:

Ill need your John Hancock on this.


Its a piece of cake.
Dont sweat it.
Garbage in, garbage out.
Let me run it up the flag pole for you.
Guidelines

2. Avoid jokes, because they may not be


understood.
In fact, unless you laugh hard at your own
punch line, the customer of different (non-
American influenced) cultures will probably
not know it was a joke.
Even then, there is still no guarantee.
Guidelines

3. Be patient.

Keep in mind the language conversion


mentioned earlier it takes time.
Allow time for the customer to convert your
English to her native language, convert it
back to English and deliver a response.
Guidelines

4. Be prepared to repeat yourself.

Repeat what you said the first time exactly.


Do not paraphrase.
Why? More than likely the customer has
missed only some of what you said or
perhaps just a word or two, not at all of it.
Paraphrasing may sound to the customer like
something new being said.
Guidelines

5. When the cust6omer is having difficulty


understanding, speak more slowly.

Often you hear people raise their voices as


if speaking louder will make understanding
easier.
Speaking slower, not louder, will often solve
the problem.
Guidelines

6. Monitor for understanding.

In fact-to-face situations observe the


customers body language for obvious signs
of discomfort.
Note to what degree the customer is
participating in the conversation.
If you feel the customer has not understood
everything, stop and politely offer to go over
it again.
Guidelines
7. Do not allow the customer to lose face just because
he doesnt understand everything you have said.
Politely offer to repeat yourself by blaming the
problem on some other factor.
Heres an example. This paperwork can be so
confusing. Lets go over it again. Or The
Company (your organization) didnt make this easy
for us to understand.
Let me go over it again.

Theideaisnottoembarrassorblamethecustomer.Keepin
mindthatsavingfaceisveryimportantinmanycultures.
Guidelines

8. Throughout the conversation, show


sensitivity and understanding toward the
customer.
Remind yourself that you are talking with
someone from another culture who speaks
English as a second language.
Follow his or her lead.
For example, if he or she is serious and
formal, match this behavior.