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Case study 3

Wassam has been asked to accompany an inbound group as their Tour Guide and Escort on a coach trip to Central Australia. The group is from the UK, USA, Italy and France. All passengers have been reminded that in Australia, smoking is not permitted anywhere on the coach, including the toilets, in shopping centres, most hotel rooms or in restaurants. The Italian and French passengers are attempting to smoke in all these places and are becoming quite upset.
Can you give Wassam some strategies to resolve the situation effectively?

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