Professional Documents
Culture Documents
δEffective Communication
δEffective Communication
Week 2
Objectives
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
Points to Ponder
COMMUNICATION
THE COMMUNICATION PROCESS
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
clue to associate
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.
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.
COURTESY
SINCERITY
CONSISTENCY
FRIENDLINESS
FIRSTIMPRESSIONS
Exercise
Itisveryimportantnottomakeassump:ons
aboutourvisitorsbyformingrst
impressionsbasedonourownvalues,biases
andpastexperiences.
Allvisitorsandcustomersshouldbetreated
withcourtesyandrespect.
Cultural Awareness
Today, customers come from diverse
backgrounds backgrounds composed of
many different languages and cultures.
3. Be patient.