Download to read offline
Communication Skills.pptx
- 1.
- 2. Communicatio n Process The processof communication involves a source that uses a channel to deliver a message to the receiver, and this message produces an effect and feedback. Element
- 3. SENDER IS WHERETHE INFORMATION COMES FROM. MESSAGE IS THE INFORMATION RELAYED FROM THE SOURCE TO THE RECEIVER. CHANNEL REFERS TO THE TOOL THROUGH WHICH THE MESSAGE IS RELAYED. RECEIVER GETS THE MESSAGE AND EXECUTES THE EFFECT.
- 4. Sender is the tourguide. Message is the commentary. Channel can be a microphone. Receiver is the tourist. Effect is the tourist’s reaction and appreciation.
- 5. Feedback is also relayedby the tourist to the tour guide in the form of formal evaluation of the tour guide’s performance through feedback forms, suggestions on how to improve the tour guide’s performance, tips of gratuities, and repeat visits.
- 6.
- 7. 1. Physical barriers Examples Channels •Microphones • Telephones • Radios
- 8. Environmental Factors • Noise • brightness •Temperature • place is too hot and bright • vendors are too noisy
- 9. 2. Socio-psychological barriers •difference in pronunciation
- 10.
- 11. 1. To inform •the tour schedule • where the tour group is going • what time • what to wear or bring • what to expect. • informs the guest about the tourist spots and places of interest, their history, and significance.
- 12. 2. Toclarify • Touristscome from different cultural backgrounds, and as such, meanings, symbols, and pronunciations may differ and affect communication. As a tour guide, part of his/her role is to break those barriers and promote understanding through clarification. Paraphrasing and repetition are some of the means to ensure that the message is understood. A bridge remark can also be used to encourage response.
- 13. 3. To promote Atour guide does not only represent oneself but the company and the country as well. Promotion is necessary to improve the guests’ perspective and help them plan their next visit, and in the process, help spread the benefits of tourism as well.
- 14. 4. To buildrelationships As a tour guide, you will not only interact with your guests. It is also your duty to liaise with tourism suppliers, including your colleagues in the travel trade. Effective communication helps build lasting interpersonal relationships with customers, colleagues, and suppliers; this is important to sustain tourism activities.
- 15. 5. Toevaluatetheservice Collecting feedbackfrom guests is important because this will serve as basis for improving services. There are several ways to get feedback. Aside from filling outa feedback form, responses may also be gathered simply by asking questions about the guests’ interests and whether their expectations are met during and after the tour.
- 16.
- 17. Knowing the definitionof communication is “not as important as knowing how communication takes place”. The essential part of communication is how well the message is understood and creates the intended effect. In tourism, the ultimate intended effect is customer satisfaction. Without communicating properly to tourists, tour guides will not be able to deliver the service well. Tour guides need good communication skills to describe tourist attractions, remind tourists of the tour schedule, coordinate with suppliers, and perform other duties. Thus, it is important for tour guides to sharpen their communication skills.
- 18. Formsof Communicatio n • Words areused in verbal communication • Body language and attitude are used in non-verbal communication.
- 19. Elementsof theVoice 1. Volume- loudnessor softness of the sound 2. Speed- pace or tempo of delivery 3. Articulation- accent or pronunciation 4. Tone- quality of voice
- 20. Other Formsof Non-Verbal Communication • Smile •Facial expressions that show a person’s mood like surprise, puzzlement, or impatience • Hand gestures to show direction
- 21.
- 22. 1. Listen Listening isdifferent from hearing. Hearing refers to how your brain receives the sounds that your ear catches, while listening is the deliberate interpretation of these sounds into meanings. • When your guests are talking to you give them your full attention and stop doing other things. Face them and maintain eye-to-eye contact. • Review mentally what you already know about what the guests are talking about and organize your thoughts accordingly so that you can respond appropriately. Set aside prejudices and keep an open mind to learn from the guests. • Nod to show that you are listening and verbally confirm what you haveheard.
- 23. 2. Clarify If youcould not understand what the guest said, clarify by paraphrasing what the guest said and confirm if your understanding was correct.
- 24. 3. Beclear Use correctlanguage structures, simple sentences, and words that are not confusing. Work on your pronunciation and voice projection. Ensure that your commentaries follow a logical sequence.
- 25. 4. Beconsistent Your actionshould be consistent with what you are saying. Do not smoke when you warn that the place is not a place for smoking. Remove your own shoes when you ask the group to do so. Smile when you are talking about blissful things; do not smile when you are talking about sad events.
- 26. 5. Be confident Know yourtourism product by heart and ensure the accuracy of your commentaries. Do your research properly prior to the arrival of the group, and gather information from reliable sources. Be proud of your own city and country, but do not be arrogant. Do not hesitate to apologize, but learn from your mistakes and shortcomings.
- 27. 6. Payattention Some guestsmay be too polite to say honestly what they feel. So pay attention to their body language and facial expressions to understand them better.
- 28. 7. Be appropriate Wear appropriateclothes and apply appropriate language and manners. Learn about the places that you are going to visit as well as the cultural background of your guests before their arrival.
- 29. 8. Beopen One ofthe benefits of being a tour guide is meeting people from different cultural backgrounds. Keep an open mind and learn them as well.
- 30. 9. Attend to complaints withcare As a tour guide, you will also receive a number of complaints. Here are some tips to handle them: (1) acknowledge what you heard and the guests’ right to feel and think as they do; (2) confirm the incident; and (3) provide feedback on action taken.
- 31. PerformanceTask 2 Directions: Role-playingactivity. Chose your partner. One will play the part of Maria, the tour guide, and the other Mario/Anne, the tourist. The volunteers will use the following dialog.
Editor's Notes
- #2 Tour guides spend much of their time interacting with guests. Communication skills will thus be your main tool if you want to become a tour guide and successfully relate to your guests. What is communication? Explain the purpose of communication in tour guiding? What is the importance of communication in tour guiding?
- #5 So therefore in the typical scenario.
- #9 potential disruptions around the source and receiver such tourists may not be able to understand the tour guide well
- #10 meanings, emotional blocks like stress, and “communicators” role and stature within a group. Tour guides should not perceive communication barriers as problem, but as “challenges” that can be surmounted. In facing these challenges, tour guides will learn about other cultures and improve their service in the process.
- #11 Tour guides relate with the people around them to inform, to clarify, to promote, to build relationships, and to evaluate the service they provide.
- #12 It is the tour guide’s duty to inform the guests of
- #21 When tour guides speak, they apply these two forms of communication. They use voice to provide information and convey meanings through spoken words. They use their appearance and attitude to lead the group, serve as model, and exude appropriateness.