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Module two Communicating with Tourists This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV/ ILO and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visithttp://ec.europa.eu/europeaid/

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Activity 1: Chinese whisper game Play Chinese Whispers. 2

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Module introduction Topic 1: Module Introduction Topic 2: Communicating with tourists Topic 3: Cross cultural communication Topic 4: Handling complaints 3

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Building rapport Topic One

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What is rapport? A good relationship between a local guide and tourists. 5

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Why is building rapport with tourists important? 1.Friendly environment 2.Foster cultural experience 3.Identify guest needs easier 4.Increase opportunities 5.Ease the complaints handling process 6

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How to build rapport with tourists? 1.Be friendly 2.Identify what guests want and need 3.Share stories and interesting information 4.Inform of services 5.Always smile and offer assistance 6.Resolve complaints quickly and in full. 7

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How to put building rapport into practice? Imparting information about yourself at initial welcome 8 Introduction before a tour starts Take chance to talk to tourists

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Activity 2: Building rapport Stand up and walk around the classroom Meet any one you like and make acquaintance with that person (shaking hands, greeting, giving praise, patting shoulder etc.) Share feedback about what you experienced from the interaction. 9

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Activity 3: Building Rapport Activities 1.Take a flashcard 2.Read your flashcard carefully 3.Decide if the action is something that a Local Guide SHOULD DO or SHOULD NOT DO when building rapport with tourists 4.Stand in the area allocated in the classroom for each of the categories: DO and DONT 10

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DOs in building rapport 11 Dress well and suitably Smile Sincere greeting & handshake Make eye contact

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DOs in building rapport 12 Use the persons name Speak loudly enough Remember name and faces Listen carefully and interpret tourists questions or needs Self confident. emily Emily!!

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DONTs in building rapport 13 Speak too softly or loudly Be sales-like Appear to beg Ignore tourists Rude to tourist Be shy

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Activity 4: Start a conversation Watch the role plays your trainer will conduct on ways to start a conversation. Discuss which ways are most interesting, which ways not and why. 14

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Good topics of conversation 15 Show interest in a persons back ground Connections through geography Impart your own story ?

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Communicating with tourists Topic two

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What is communication? 17 Process of exchanging thoughts, messages, or information, complete once the receiver understand the senders message. Sender Receiver 2. Sending the message = TREE TREE = 1. Coding 3. De-coding

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Communication process Coding Ideas Feedback Transmission Receiving Decoding Sender Receiver 18 Process of exchanging thoughts, messages, or information, complete once the receiver understand the senders message.

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Why communication is important? 19 1.Understanding each other 2.Offer/sell services to tourists 3.Avoids frustration 4.Creates a good environment 5.Meet information needs of tourists.

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Activity 5: Common ways to communicate Divide into groups of 5 Discuss and design a poster of most common ways to communicate with tourists Organise a Poster exhibition and present to everyone Vote for the best poster The winning team will get a prize! 20

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Most common ways to communicate Body Language Visual Image Writing Speaking Food!! Food 21

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Types of communication 22 Food!!

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Non-verbal Communication Signs Symbols Gesture Body Language 23

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Gesture 24 Recognised all over the world Portray a feeling Signal a kind of message.

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Analyse each picture to find out what the guest is telling us with non-verbal communication. Activity 6: Gesture game 1 2 3 4 5 6 7 8 9 10 11 12 13 25

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1. Angry 2. Bad 3. Good 4. OK 5. Come 6. Go 7. You 8. Me 9. Love 10. Cold 11. Happy 12. Hot 13. Ill Gesture game It means: 26

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Maps, symbols and pictures 27

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Activity 7: Meaning of signs Look at the pictures of signs on 3 following slides Think what the signs mean Give your opinion Discuss among learners 28

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Which ones do you know? 29 1 2 3 4 5 7 6

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Which ones do you know? 1 2 3 4 56 7 8 30

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Which ones do you know? 31

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Verbal communication 32 1.Involves using: words and language Emotions and intonation 2. How to communicate is critical 3. Ensure the message is understood by the recipient. Food !! UFFF!!

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Importance of listening to your guests 33 1.A way of getting feedback 2.Address issues and improve your services 3.Show your care Microwave Ear-drum Meaning Attention understanding feedback memory Listen Hear

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Activity 8: Communication barriers Divide into 3 groups. Each group get a piece of A1 paper and a marker. In your groups: Discuss barriers to effective communication Discuss how to overcome these barriers Write discussion outcomes on A1 paper Present to the whole class 34

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Your style and character Lack of preparation and bad presentation Lack of clarity The receiver is not ready to receive the information Information overload Distractions e.g. noise Your style and character Lack of preparation and bad presentation Lack of clarity The receiver is not ready to receive the information Information overload Distractions e.g. noise Barriers to effective communication 35

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Ways to overcome barriers 36 1.Physical: try to use face-to-face communication frequently 2.Perceptual: recognise we have different values 3.Emotional: try to build trust 4.Cultural: recognize we have different culture 5.Language: body language, gestures

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Topic three Cross cultural communication

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Activity 9: Communication barriers See your trainer role play OK gesture and guess what it means. 38

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Asian and Western 39 Europeans direct eye contact is a sign of openness and honesty Middle Eastern Asians Be friendly but respect guests privacy and interpersonal space. No touching during conversation. long-time direct eye contact is a sign of rudeness.

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Activity 10: Class Debate Debating the statement is it acceptable for tourists to kiss in public. -Divide into 2 teams, namely DOs and DONTs Team 1: Support this statement. Team 2: Against this statement. - In 10 minutes discuss why they support or against this statement - Present their arguments in five minutes. 40

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Activity 11: Dealing with offensive situations Brainstorming: 1.Things guests do that you find offensive 2. Things you do that guests find offensive 41

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If a guest does something you find offensive... 42 1.Brief tourists in advance about the local culture and norms 2.If a tourist does something strange, quietly explain your view 3.Be tolerant and do not get angry 4.Take preventive measures for next time

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If you do something that the guest finds offensive... 43 1.Discuss the matter with the guest 2.Explain your culture, and that you apologise 3.Try to prevent this from happening again

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Activity 12: Dealing with Cross-cultural Incidents Divide into 3 groups; each group receives a card with a situation. 1.Read the situation 2.Discuss the situation and identify solutions 3.Present this situation and proposed solutions among everyone. Note that group can role play to present situation. 4.Other groups give comments. 44

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Handling complaints Topic four

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Why tourists complain? 46 1.Wrong information 2.Poor service 3.Tour unsatisfactory 4.Overcharged

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Tourists needs when they complain 47 Needs as individuals: To be heard To be understood To be respected Needs relating to the complaint: To have their concern dealt with To be given what they have been denied To have action taken

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Did you know? 48 1.Only 4% of dissatisfied customers complain. 2.96% leave without saying a word. 3.Of the 96% who leave, most will never return 4.A typical dissatisfied customer will tell 8 to 10 people 5.A satisfied complainer will tell 5 people 6.If solved, 7 out of 10 complaining customers will do business again with you 7.It takes 12 positive service incidents to make up for one negative incident. Dear Suja, Rani, David, Anita and Dear Mom I am having great time in Vietnam Specially when I have such great help from my guide Ms. Ha.nh

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Handle complaints with HEAT 49 H ear the customer out E mpathize I understand how you feel. A pologize Im sorry this happened. T ake action Lets see what we can do to fix the problem.

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Express Empathy to Customers 50 I can see why you feel that way. I see what you mean. That must be very upsetting. I understand how frustrating this must be. Im sorry about this.

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Activity 13: Handling complaint using HEAT procedure Divide into 4 groups. Each group is given a scenario on flashcard. Each group: 1.Read the scenario of handling complaints 2.Prepare a role play of the scenario 3.Perform a role play of the scenario 4.Other groups take notes and give feedback, using the HEAT method. 51

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Thanks for your attention! The HITT Programme and its Contributors This series of materials has been produced in collaboration between the High Impact Tourism Training for Jobs and Income Programme (HITT) funded by the European Union and the International Labour Organisation (ILO) in Vietnam. These programmes and organisations contributed to the development and printing of this material and will be using these training materials to deliver High Impact Tourism Training to their respective target beneficiaries. The programme supports informal workers and potential workers from the tourism sector of Vietnam to enhance their productivity and professionalism, and to increase their employability and income opportunities. The HITT programme is implemented by the Netherlands Development Organisation (SNV) through the financial assistance of the European Commission (EC) Investing in People programme. This publication has been produced with the financial assistance of the European Union. The contents of the publication are the sole responsibility of the HITT Programme and can in no way be taken to reflect the views of the European Union. For more information on Europe Aid, please visit http://ec.europa.er/europeaid/