Talojongon, Tigaon, Camarines Sur

PURPOSIVE COMMUNICATION
1st Semester, Module 7

JAMILLE ANN S. POLIDO

Instructor

MODULE 7.1: COMMUNICATION FOR WORK PURPOSES: Communication for Tourism:

Tour Giding

Time Frame/ Number of Hours – 3 hours

I. OBJECTIVES/ LEARNING OUTCOMES

In this module you are expected to:

 Create an effective promotional multimedia material for tourists

 Write effective tour commentaries
 Describe pictures within a given time frame
 Tell a story effectively

II. MOTIVATION

A. Match each description in column A with the items in Column B

A B

1. Known for its sweetest mangoes not only in the a. Baguio City
Philippines but in the world; the mango capital of
The Philippines
2. Home of the best-preserved example of a planned b. Batanes
Spanish colonial town in Asia.
3. Known as the “paradise of the north” and the c. Bohol
country’s smallest province, both in terms of land
area and population.
4. Home of the 1,268 cone-shaped hills known as d. Boracay
the “Chocolate Hills”.
5. The host city of “The Panagbenga Festival” and e. Cebu City
Philippine’s summer capital.
6. Dubbed the “Fruit Basket of the Philippines” f. Coron
and “City of the Land of Promise”
7. Recognized by the World Conservation g. Davao City
Organization as a community conserved area
because of its strict conservation rules and
forbidden/sacred lakes and beaches
8. Where Yamashita surrendered to Filipino h. Guimaras
– Amarican Forces in 1945
9. Known as the Queen City of the South i. Kiangan
10. Home of the underground river known j. Puerto Princesa
as one of the seven wonders of the world k. Vigan City

B. Say something beautiful and important about your town and people.

III. INTRODUCTION

Tourism is travel for recreational, leisure or business purposes. Like other

businesses, tourism is highly perishable. Hotel with no booking, buses and airlines with no
passengers lose their value. Promotion of tourism, therefore, is necessary to sustain the
industry. This is where the tour guides contribute best.

Tour guides, to be effective must possess good communication skills. In fact,

communication is their main tool.

IV. CONTENT

Communicative Goals in Tour Guiding

1. Inform, remind and advise
This goal includes giving directions and commentaries, explaining itineraries, reminding tourists
of safety tips and security, describing weather conditions and situations, challenges in the place etc.
2. Promote and persuade
One of the tour guide’s main responsibilities is to sow interest in people to visit places especially
that of his/her own. The power to persuade people to visit a certain place depends on several factors
which include the promoter’s choice of information to give, the connection he as with clients and his
attitude toward the place.
3. Clarity
 Misinformation often leads to misunderstanding and confusion. Problems may arise during travel
due to circumstances beyond the tour guide’s control. These problems may force the tour guide to alter
original plans. Such changes should be communicated clearly to the tourists to avoid confusion.
4. Build rapport and relationships
Good conversations with tourists lead to good rapport. Good rapport reinforces more business
transactions and business network.
5. Gather feedback for improvement
Open communication with tourists is an avenue of evaluating the service provided. Constructive
feedback is used as basis for changes to improve tour guiding services while positive feedback inspires
tour guides to sustain the quality of their work.

Communication Tasks for Tour Guides

1. Receiving telephone calls
The way one handles a telephone may be the first impression that a company makes on a
prospective client. The tips below will help create a good impression.
 Always have a notepad and a pen near the telephone.
 Pick up the phone after two to three rings.
 Greet the caller and identify yourself and your enterprise.
Example: “Hello. Good morning. This is (your name) of Leisure Travel and Tours”
 Ask what you can do for the caller.
Example: “How may I help you?”
 Listen attentively.
 Write down the message for completeness and reference especially if the message is to be relayed
to another person or if the message is long.
 Express your joy of having answered the caller’s query.
Example: “It’s my pleasure to have answered your question.”
“You are welcome.”
“Do call us if you have more questions.”
2. Preparing an itinerary
Itineraries are prepared primarily to estimate the time to be spent in each site and to systematize
the whole tour experience. With an itinerary, unnecessary delays will be avoided.
An itinerary includes the following information: the time, places, and activities.
3. Giving tour commentary
 A tour commentary is delivered while tourists are riding on a tour bus. The commentary provides
descriptions, history, trivia, anecdotes, and any relevant and interesting information about the place being
visited. A tour commentary enhances tourist interest in and appreciation of the site. A tour guide,
therefore, needs to master all information that will make a tour commentary a very informative and
effective one.
Preparation of a tour commentary requires a thorough knowledge and understanding of the place;
delivery requires practice.
Here are some suggestions for effective tour commentaries:
 Deliver tour commentaries at the right time. For example, while the bus is approaching a site of
interest, you will say, “Coming up on the right is the… where…
 Keep your commentaries light as tours are primarily for leisure.
 Adjust your pace according to the speed of the vehicle.
 Extend the commentary if necessary. Anecdotes and humor add life to the travel experience of
the tourists.
 Add personal and positive comments about the place.
 Do not write or read what you will say. Reading will make you an unprofessional tour guide.
Communication Techniques in Dealing with Complaints
Although unpleasant, complaints signal to the service provider that he or she has a chance to
clarify, explain, apologize, and/or make up to the tourists what might have gone wrong in the service.
The suggestion below may be of importance when the need arises.
 Acknowledge the tourists’ right to complain.
 Express you empathy. Listen attentively and understand where they are coming from.
 Act on their complaints as soon as possible.
 Offer an alternative plan/solution for problems.
(Tour guides should foresee possible tour problems so that an alternative plan is always ready.
Common tour problems include delays, vehicular malfunction, unfavorable weather conditions, health
issues, etc.)
 Follow through on the solutions.
Effective communication is integral component of successful tour guiding. Good
communication bridges almost all the gaps arising from differences; it mitigates and solves
problems; it builds genuine relationships among people of diverse cultures; and it lays the
foundation of understanding among people of both business and personal relations. Effective
communication reinforces customer satisfaction which generates patronage.
V. STUDENT ASSESSMENT QUESTIONS

1. Make a 3-4 minute promotional video for a potential tourist destination( a town that has not yet been
fully discovered as a tourist spot but has natural and beautiful scenery). Be sure to include a good tour
commentary in your video.
Rubric 2 4 6 8 10
Clarity of voice
Quality or technicality of the video
Content of the video
Effectiveness of language (word choice)
Adherence to time limit

2. How will you address the tourist’s complaint below?

Costumer: Miss Tour Guide, why do we have to wait for so long to be served in this restaurant? Don’t
you have a better option for your tourists? Is there any one restaurant around here? My gosh! It’s taking
us too long!

VI. SUMMARY
 Tourism is travel for recreational, leisure or business purposes. Like other
businesses, tourism is highly perishable. Hotel with no booking, buses and airlines
with no passengers lose their value. Promotion of tourism, therefore, is necessary to
sustain the industry. This is where the tour guides contribute best.
 Communicative Goals in Tour Guiding: Inform, remind and advise, Promote and persuade,
Clarity, Build rapport and relationships, Gather feedback for improvement.
 Communication Tasks for Tour Guides: Receiving telephone calls, Preparing an itinerary,
Giving tour commentary
 A tour commentary is delivered while tourists are riding on a tour bus. The commentary provides
descriptions, history, trivia, anecdotes, and any relevant and interesting information about the
place being visited. A tour commentary enhances tourist interest in and appreciation of the site. A
tour guide, therefore, needs to master all information that will make a tour commentary a very
informative and effective one.

VII. EVALUATION
 1. What is tour commentary? How should a tour guide deliver it? (5 points)
2. Do you believe that when a travel agency (of which the tour guide is a part) does
not meet customer expectations, the business relationship between the customer
and the agency ends? Explain your answer. (5 points)
3. In what way can effective communication sustain tourism industry? (5 points)

VIII. ASSIGNMENT

1. What images can you see from the two photos? What do the photos tell you about you future
major responsibilities?

IX. REFERENCES

1. Wakat, Geraldine S. PhD. Et. al. Purposive Communication.LORIMAR Publishing Inc. (2018).
2. https://www.google.com/search?q=image+of+a+business+man+in+a+meeting

Prepared by:

JAMILLE ANN S. POLIDO

Instructor
 .

Talojongon, Tigaon, Camarines Sur

PURPOSIVE COMMUNICATION
1st Semester, Module 7

JAMILLE ANN S. POLIDO

Instructor

MODULE 7.2: COMMUNICATION FOR WORK PURPOSES: Communication for Teachers:

Storytelling

Time Frame/ Number of Hours – 3 hours

I. OBJECTIVES/ LEARNING OUTCOMES

In this module you are expected to:

 Describe pictures within a given time frame

 Tell a story effectively

II. MOTIVATION

What makes the students enjoy the class? What do the teachers exhibit in
conducting their lessons?

III. INTRODUCTION

As future teachers, it is essential that you hone your craft in leadership and teaching.
You need to be able to use the language when you explain, describe, retell, interpret, plan,
and give instructions and feedback. You need a good command of the language when you
attempt to develop the social language of your students for them to communicate
effectively in various activities like listening to stories, sharing information, following
directions, solving a problem in a conversation, and the like.
IV. CONTENT
One of the responsibilities of teachers is stimulating their student’s imaginations
and understanding of the world. One approach that is commonly used is story telling.
Stories, according to Aiex (1988), play significant roles in student’s growth and through
these, they would learn to appreciate literature.

Storytelling is a powerful way of communicating and conveying emotion by

improvisation or embellishment. It is the art of using language, voice, movements, and
gestures in order to reveal images and elements of the story to an audience. This is often
used by teachers, parents, and professionals to elaborate or convey messages, to entertain,
to educate, and to preserve culture.

Reasons why storytelling is recommended as a strategy for teaching:

1. Cooter (1991) and Bla (1998) forwarded that the excitements and drama of storytelling
provide a context that holds students’ attention. Stories are used to motivate, create an
immense interests, attracts listeners, and promotes communication.

2. Stories are an enormous language treasure. Storytelling is one of the oldest art of telling
morals and thousands of these stories have been created and passed down. Many old
stories are regarded as the models of language and treasures of the culture, from which
learners at various language levels and age groups can find suitable stories to read and tell.

3. Storytelling provides a lively atmosphere and a real life environment that encourages the
students to participate. When they listen to stories, they easily can plunge into the plots
and scenes and identify themselves among the characters.

V. STUDENT ASSESSMENT QUESTIONS

1. Image Description: Choose your favorite picture/image and describe it in one minute.(10
points)

2. Tell-Tale: (10 points)

a. From the five words or phrases below, choose one (1) number and come up with a story.

1. mat, bat, cat, fat, rat

2. 1 liter of tears, 1 pint of kindness, 1 bowl of friendship, 1 up of love, I tablespoon of lust

3. annoying orange, angry birds, singing pig, praying mantis, Alice bungisngis
VI. SUMMARY

 Storytelling is a powerful way of communicating and conveying emotion by

improvisation or embellishment. It is the art of using language, voice,
movements, and gestures in order to reveal images and elements of the story
to an audience. This is often used by teachers, parents, and professionals to
elaborate or convey messages, to entertain, to educate, and to preserve
culture.

VII. EVALUATION

1. Storytelling: Choose a folklore that you are familiar with, and retell it. (10points)

VIII. ASSIGNMENT

1. What is SWOT analysis in business?

2. List the types of reports you usually do in school. How do you frame such reports?

IX. REFERENCES

Wakat, Geraldine S. PhD. Et. al. Purposive Communication.LORIMAR Publishing Inc. (2018).

Prepared by:

JAMILLE ANN S. POLIDO

Instructor