This document provides an overview of basic tourism concepts including the structure of the tourism industry, the importance of tourism, and the roles of tour guiding and reception. It emphasizes that the first impression tourists receive and effective communication skills are essential. Tourists are defined as people who temporarily visit a place for pleasure, meetings, or to learn about the local history, culture and traditions. Tour guides play an important role in leading tours and providing knowledgeable commentary. Effective communication involves listening, using simple language, and making people feel welcome through skills like remembering names and making conversation.
The tour commentary is the tour guides primary tool of trade. Excellent tour guides pay attention to how they delivery their commentary on every tour by striving for continuous improvement. The slide explores some of the ways a tour guide can use his or her tour commentary to achieve excellence in guiding.
The tour commentary is the tour guides primary tool of trade. Excellent tour guides pay attention to how they delivery their commentary on every tour by striving for continuous improvement. The slide explores some of the ways a tour guide can use his or her tour commentary to achieve excellence in guiding.
Communicating the Economic Value of TourismAileen Murray
Here's a copy of my presentation at the Ontario's Southwest Conference in 2014. Communicating the contribution of tourism to the local economy can be a challenge. This presentation focused on bridging the gap between tourism and economic development including tips and tools to measure and report the value of tourism in Ontario’s Southwest to the decision makers in our communities.
Differentiate the difference among direct, indirect, induced, and dynamic impacts of tourism on the economy;Identify the positive and negative impacts of tourism on the economy.
Definition, Dimensions, and Determinants of Tourism Impacts. Define impacts; enumerate and discuss the various dimensions of tourism impacts; enumerate and discuss the various determinants of tourism impacts.
11 October 2014
Informationszentrum der Cornelsen Schulverlage, Friedrichstr. 149, 10117 Berlin
Let's talk business - Building speaking and business skills from B1 to C1
These days even at lower language levels, our learners are expected to think on their feet and show skills in typical business situations. How can we get them a) to use the language of the workplace in the classroom setting, and as they progress, b) to think through how well they are communicating and where they can make improvements?
In part one of this Cornelsen Business English Day we'll go through the approach taken and the role-plays and simulations developed in the Basis for Business series, which get learners to use the language they need at work in class. We'll discuss the pros and cons of building on the units as input to create more personalized tasks, and present/practice numerous ways to personalize the material.
As learners progress to the higher language levels, they will be expected to handle more complex business situations. We will look at the language they need based on research into the real language of meetings, and explore communication frameworks recommended for difficult conversations. In part two of the Cornelsen Business English Day this will form the basis of simulations for C1 learners that will help them become more spontaneous in English. Trying these out in groups, we will look at each situation and the language that would be appropriate in it, and pool ideas on how to model the language and give related feedback.
Anne Hodgson, anne.hodgson@t-online.de
Communicating the Economic Value of TourismAileen Murray
Here's a copy of my presentation at the Ontario's Southwest Conference in 2014. Communicating the contribution of tourism to the local economy can be a challenge. This presentation focused on bridging the gap between tourism and economic development including tips and tools to measure and report the value of tourism in Ontario’s Southwest to the decision makers in our communities.
Differentiate the difference among direct, indirect, induced, and dynamic impacts of tourism on the economy;Identify the positive and negative impacts of tourism on the economy.
Definition, Dimensions, and Determinants of Tourism Impacts. Define impacts; enumerate and discuss the various dimensions of tourism impacts; enumerate and discuss the various determinants of tourism impacts.
11 October 2014
Informationszentrum der Cornelsen Schulverlage, Friedrichstr. 149, 10117 Berlin
Let's talk business - Building speaking and business skills from B1 to C1
These days even at lower language levels, our learners are expected to think on their feet and show skills in typical business situations. How can we get them a) to use the language of the workplace in the classroom setting, and as they progress, b) to think through how well they are communicating and where they can make improvements?
In part one of this Cornelsen Business English Day we'll go through the approach taken and the role-plays and simulations developed in the Basis for Business series, which get learners to use the language they need at work in class. We'll discuss the pros and cons of building on the units as input to create more personalized tasks, and present/practice numerous ways to personalize the material.
As learners progress to the higher language levels, they will be expected to handle more complex business situations. We will look at the language they need based on research into the real language of meetings, and explore communication frameworks recommended for difficult conversations. In part two of the Cornelsen Business English Day this will form the basis of simulations for C1 learners that will help them become more spontaneous in English. Trying these out in groups, we will look at each situation and the language that would be appropriate in it, and pool ideas on how to model the language and give related feedback.
Anne Hodgson, anne.hodgson@t-online.de
The Age of Conversation book idea began has a dare between two bloggers. This dare quickly involved over 100 social media champions, each submitting a short essay to encourage businesses to enter the Age of Conversation. That was the first edition in 2007.
Now, in 2008, the second edition involves over 230 social media champions sharing essays challenging still-reluctant businesses to enter the Age of Conversation.
This presentation shares a few “Money Quotes” from the Age of Conversation essays. Learn much more at: AgeOfConversation.com
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Important aspects of Training in hotel industryRasika Salodkar
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Hotel and Tourism workbook for teaching/studying with the video and elearning of EnglishCentral. Make a class, join a class. See the videos at a sample class of EnglishCentral. http://bit.ly/zj4xer
Tourism is one of the world’s fastest growing industries. Graduates of Travel & Tourism work in their own country and the world. They are employed at travel agencies, airlines, cruise lines, & as ground operators, tour wholesalers. They make air reservations, book tours, calculate fares, issue airline tickets, give professional advice to travelers about sightseeing, sports, eatables & drinks, recommend best buys in the area, provide knowledgeable about health, customs & immigration requirements of a country, foreign exchange & identify languages & social norms. Tourism is an industry that will enable students to learn about and interact with people from a wide variety of cultures and lifestyles throughout the globe. A great advantage to this industry is that it uses the same standards all over the world. Abundant job opportunities exist in public sector and private sector enterprises. English is language of tourism & openness to outside world. Ability to speak & write English effectively has become an essential skill in travel and tourism.
The telephone is perhaps one of the most helpful inventions of the eighteenth century.
Though technology has advanced over the years, making way for e-mails and chats; for most of us, telephonic communication continues to be the most convenient way of making a conversation.
However, when you're speaking over the phone, there are certain barriers that come in the way which also need to be taken into consideration.
These are some basic manners that everyone in Business should follow because what you say represents you, your organization and your ideas. All of these deserve to be portrayed in the best possible manner. There are certain thumb rules that we go by in Business. As a fun activity, a group of you could do a role play for learning this.
Customer Centricity in Banking
Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing – and they all claim to be the best – then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach – i.e., lowest cost, unique or specialized products, etc. – or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
Definition of Customer-Centricity
First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
“The ability of people in an organization to understand customers’ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.”
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customers’ needs because they are a customer. There are also variations of, “I know the customer because I’m in the community,” or, “I understand millennials because my children are millennials.”
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isn’t “How will this affect our customers?” then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesn’t make an organization so. Organizations that are customer-centric exhibit the following characteristics:
1Strong Leadership and Strate
The Power Point Presentation helps the students to learn how to behave in a formal forum and it helps them to practice interview etiquette and telephone etiquette.
Learn about, the value of politeness, civility, courtesy, respect at workplace, barriers and bridges to effective communication and manage conflict at workplace
Powerful Guidebook will take you in a journey from start to mastering Presentation Skills.
-4P's of presentation Skills.
-Smart tips for presenter.
-Checklist.
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For more articles check Linkedin profile:
Mohamed ElHusseny
https://www.linkedin.com/in/mohamedelhusseny
#Presentation Tips
#Presentation Skills
#4P's of Presentation
#Presentation guide
#Public Speaking
#Softskills
#soft skills
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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
3. 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
4. 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”
5. Characteristics of
Tourism
• Product is not brought to the consumer;
• The tourism product is not used up, it
doesn’t exhaust the country’s natural
resources;
• People-oriented;
• Labor-intensive;
• Multi-dimensional;
• Seasonal;
• Dynamic;
• Characterized by the changing ideas of its
customers.
6. 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”, there’s a lot
more into it.
7. Tour Guide
• A tour guide is a person who
leads groups of people around a
town, museum, or other tourist
venue.
8. 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.
9. Tour Guide
• Considerable importance is
placed on the guide's knowledge
of local stories, history and
culture depending on the
location of the tour.
10. 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.
11. 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.
12.
COMMUNICATION
13. 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.
14. 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.
15. 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.
16. 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.
17. 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
18. 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)
20. Verbal Communication
1. Communicate clearly.
- Clear communication:
message sent = message received
- Being a successful sender or receiver:
NOT EASY
- Necessary: repetition and feedback
21. Verbal Communication
2. Communicate effectively.
-Maintenance of customer’s self-esteem
-Repetition and feedback
-Use of easy and clear words
-Listen and observe people’s verbals (words) and
non-verbals (body language)
-Focus on another person’s personality not his
performance
-Tone of voice: communicates as much, or more,
of actual message as to words themselves
-Use of body language
22. 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
24. 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
25. 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
27. 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.
28. Using and Remembering Names
• Why do we like to use someone’s
name? Or, why is it nice when someone
remembers and uses our name?
• Why then don’t we remember and use
names more often?
29. TIPS FOR USING AND
REMEMBERING NAMES
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.
30. Additional points/tips for using and
remembering Names
1) Spelling
To help you grasp an unfamiliar name, SPELL
the name.
Example: Jon Tomson (no ‘h’ and no ‘p’)
31. 2) Clue or Association is a personal
matter
ASSOCIATE the name with something
connected to the person.
Example: Tommy Lee Ling, an owner of
canned meat company (malingco) who reminds
you of the actor, Tommy Lee Jones.
32. 3. Some names will have no meaning for you
and form no pictures, therefore, you may have
to BREAK the name apart.
YOUR SUCCESS IN REMEMBERING NAMES
DEPENDS UPON THE EFFORT YOU PUT
INTO IT.
33. 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
34. 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.
35. SOME SUGGESTIONS FOR
INITIATING A CONVERSATION
1. Use a quesAon or statement to spark interest.
2. Ask an open quesAon about something
perAnent to the surroundings or the situaAon.
Ask quesAons to which the other person will
know the answer.
37. 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.
39. 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.
40. 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.
41. There are four virtues of leading importance to
people wishing to work successfully in the
tourism industry. They are:
• COURTESY
• SINCERITY
• CONSISTENCY
• FRIENDLINESS
44. ‘Positive First Impression’
• The Philippines is being known, the world
over for it’s friendliness and hospitality
• You may be the first and lasting impression
in a visitor’s memory.
• Research indicates that it takes up (1.5) one
year and 5 months of continual contact to
change a first impression
45. TIPS TO MAKE YOUR FIRST
IMPRESSION A POSITIVE ONE
When you work in the service industry, you
are constantly in the public eye. The visitor’s
perception of you and your business is
based upon the impression you create.
46. 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.
47. 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.
48. 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.
49. 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
50. 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.
51. IMPORTANT Things for
Positive Impressions
• Personal Hygiene • Body movements
• Facial expressions • Friendly
• Clothing • Sincere
• Posture • Honest
• Body language • Provide accurate
• Accessories and clear
information
52. Points to Ponder
It is very important not to make assump:ons
about our visitors by forming first
impressions based on our own values, biases
and past experiences.
All visitors and customers should be treated
with courtesy and respect.
53. 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.
54. 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:
55. Guidelines
1. Avoid slang, acronyms, plays on words or
expressions that are uniquely American.
A few examples:
“I’ll need your John Hancock on this.”
“It’s a piece of cake.”
“Don’t sweat it.”
“Garbage in, garbage out.”
“Let me run it up the flag pole for you.”
56. 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.
57. 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.
58. 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.
59. 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.
60. Guidelines
6. Monitor for understanding.
In fact-to-face situations observe the
customer’s 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.
61. Guidelines
7. Do not allow the customer to lose face just because
he doesn’t understand everything you have said.
Politely offer to repeat yourself by blaming the
problem on some other factor.
Here’s an example. “This paperwork can be so
confusing. Let’s go over it again.” Or “The
Company (your organization) didn’t make this easy
for us to understand.
Let me go over it again.”
The idea is not to embarrass or blame the customer. Keep in
mind that saving face is very important in many cultures.
62. 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.