Tourism and Hospitality

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1. Explain why good communication is vital in the travel industry
    
2. What is meant by “encoding”?
    
3. Explain the importance of ‘feedback’ as an element of communication.
    
4. There are three (3) basic forms of communication.  What are they?
   a.     
   b.     
   c.  
       
5. Name six (6) barriers to communication
   a.     
   b.     
   c.      
   d.     
   e.     
   f.       
    
6. When you communicate in writing name the important points you should keep to in order to ensure your message is received clearly
    
7. Explain how you would check that a verbal message has been properly received
    
8. Name six (6) points you should consider when communicating by writing
   a.     
   b.     
   c.      
   d.     
   e.     
   f.       

1. List all the communication skills you would use when greeting a client for the first time in a travel agency
    

2. List the communication skills you would employ when speaking on the telephone with a client who cannot speak English very well.
    

3. List the body language characteristics you should demonstrate when assisting a potential client to choose a particular tour.
    

4. Active listening is vital in Tourism.  List active listening components that will create a good relationship with the person with whom you are communicating.

1. Your supervisor/manager constantly complains that your work area is very messy. You and your colleagues agree, but there’s no system or rules to follow. Work together to come up with a way of ensuring the area is kept clean and tidy. Present the idea to your supervisor/manager and obtain his/her support.
    

2. You are sure that the brochure cupboard should be set up in a particular way. Your colleague is equally sure that it should be set up differently. What would you do to solve this problem?
    

3. You work in a very busy office and your desk is next to a colleague who eats food that has a strong odour.  He/she eats lunch at the desk when busy and you find it difficult to concentrate as you do not like the smell.  What do you do?  How do you handle this?  Do you involve your supervisor/manager?
    

4. You are a travel consultant and are about to go on holidays.  There are several files that you expect will need action during your absence.  How would you arrange this to ensure the files are properly actioned? 
    

5. You are a consultant in a busy inbound tour company so you do not have clients often coming into your office.  One of your colleagues insists on playing a radio.  You seem to be one of a few consultants who find it disruptive and an interference with your work.  Your supervisor/manager does not seem to find the radio a problem, so how would you handle this situation?
    

6. One of your colleagues has been moved from your department.  She is not happy about the move and wants to stay there.  You have been asked to take over her files,  so you must sit down with her and go over them with her.  How would you approach this situation and what would you say to your colleague to make sure the file handover is not difficult?
    

7. A colleague comes to you and says “We have to talk”.  He feels  that when you ask him to do something you do not request,  you appear to give an order.  How should you deal with the situation,  and what would be your response?

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