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Module 4Client care

Component 1 Communication, barriers, and using technology

CLI-120

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LEARNING UNIT 1: COMMUNICATION METHODS AND REQUIREMENTS

The importance of effective communications in the tourism industry

Communication skills such as conveying information clearly in speech and writing, and listening

carefully, contribute to the successful operation of a tourism business. Furthermore, it is

important to master all commonly used media and formats to communicate with different

stakeholders and for different purposes.

Communication skills required

Marketing

Communication is vital to the success of tourism businesses since it is

only through the effective use of communication that tourism

marketers can offer to customers tangible cues about those intangible

experiences. Individuals have different preferences for media (printed,

social, audio-visual, etc.). Advertisements should always promote the

specific product or destination without being misleading.

Tour operator

Understand target

market and what media

to use (especially e-

marketing and social

media)

Booking a tour and making arrangements

Itinerary, terms and conditions should be clearly stated in a written

contract so that clients know what the tour operator has to deliver,

and what will be excluded.

Travel dates, times, arrangements, and other details should be

confirmed and correct prior to forwarding it to the client and the guide

(where applicable). The guide should double check the details upon

receipt of tour documents from the operator, and clarify any

discrepancies.

Clear and concise

written and oral abilities.

Using technology.

Service providers

The tour operator should be able to retrieve relevant information

pertaining to the planned itinerary, and negotiate the best rates. All

verbal agreements should be confirmed in writing with a reference.

Tour operator

Negotiating skills.

Telephonic, and other

electronic

communication skills

(e.g. using a fax, email).


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Guides have to confirm reservations and arrangements prior to tour

departures, and will be required to phone service providers (and other

relevant role-players e.g. the driver. A well organised tour that runs

smooth contributes to the enjoyment of the clients, and positive

feedback about the business.

Guide

Reading and listening

skills.

Telephonic, electronic,

and instant messaging

communication skills.

Service provider needs to ensure that all staff are well trained in

customer care and communication. All queries, and complaints should

be dealt with promptly and efficiently leaving the customer happy.

Poor service delivery at hotels, restaurants, and at attractions will

affect the overall experience of the clients, and could will reflect

negatively on the tour operator business as well.

On tour / the guided experience

The key to success in verbal and non-verbal communications with

tourists is to exhibit a relaxed attitude without it being perceived as

carelessness, or unruliness.

A tourist is an information seeker. That means, they expect

communication to be full of relevant information for example on

attractions, amenities, etc. available as part of a trip. It is important to

offer all the important information but at the same time avoiding

information overload.

Listening to clients also gives an indication on what percentage of the

information that you sent has been rightly received by them.

It is vital that guides with foreign language competencies are used, and

that they are capable of delivering commentary that are not merely

mechanical translation of phrases and words.

The guide will also need to communicate with

the driver concerning routes to be taken

service providers (accommodation facilities, restaurants, etc.)

confirming arrival times, or delays

the tour operator in the event of an accident, or unforeseen

circumstances requiring alternative arrangement

Understanding the

audience

Provide relevant

information

Avoid information

overload

Master a foreign

language

Using technology to

communicate


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Reporting and feedback after the tour

Client feedback after a tour is vital to understand what contributed to

the success of a tourism product sold, and appropriate responses to

complaints to improve.

Listening skills

Written feedback.

Features of communication

It is a process of exchanging information, thoughts, ideas, emotions and ideas by means of

speech, writing, behaviour, and signals.

It is a two-way Process

sharing and understanding information

it can be verbal and non-verbal

continuous process (circular flow)

goal oriented

universal activity

Adapted from http://www.slideshare.net/tirthamal2010/communication-ppt-26816723 accessed

on 21 August 2016.

Importance of the elements of the communication process

Message The key idea that the sender wants to communicate. It is a sign that elicits the

response of recipient. Communication process begins with deciding about the

message to be conveyed. It must be ensured that the main objective of the message is


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http://www.slideshare.net/tirthamal2010/communication-ppt-26816723

clear.

Sender A person who sends the message. A sender makes use of symbols (words or graphic

or visual aids) to convey the message and produce the required response. For

instance - a training manager conducting training for new batch of employees. Sender

may be an individual or a group or an organization. The views, background, approach,

skills, competencies, and knowledge of the sender have a great impact on the

message.

Encoding The process where the information you would like to communicate gets transferred

into a form to be sent and decoded by the receiver.

Channel Channels are the way you convey your message. These channels include verbal such

as telephone, and face-to-face conversations as well as non-verbal such as e-mail and

text messaging. Each individual channel has its strengths and weaknesses in terms of

communicating

Decoding Decoding is on the receiving end of communication. This stage is just as important as

encoding. Communication can go downhill at this stage if the receiver is not practicing

active listening skills or if they do not possess enough information to accurately

decode the message

Receiver A person for whom the message is intended or aimed. The degree to which the

decoder understands the message is dependent upon various factors such as

knowledge of recipient, their responsiveness to the message, and the reliance of

encoder on decoder.

Noise Any type of disruption that interferes with the transmission or interpretation of

information from the sender to the receiver.

Feedback

This is the receiver's basic response to the interpreted message.

Modes/forms of communication

VERBAL Advantages DisadvantagesOral Spoken words are used.

Face-to-face; telephonic; radio, television, video, voice over internet (voi).

Instant feedback is possible

Facial and body language can be observed.

Performance on the spot – less time to contemplate and think it through.

Written Written signs or symbols are used.Samples of writings in tour operations: Memos; briefing notes; itineraries; policies

Electronic = can be edited and revised.

It provides a record and backup of communication.

Delays in feedback (event though modern technology as made it much faster e.g. whatsapp,


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and procedure manuals; business letters, e-mail transmissions, reports, tour reconciliation; contracts, promotional material, e.g. brochure.

Enables a receiver to fully understand it and reply appropriately.

Easy distribution

SMS, etc.). More time

consuming to compose.

Writing skills required.

NON-VERBAL Sending and receiving wordless messages Body language – posture, facial

expression and gestures. Appearance of speaker – clothing,

hairstyle, grooming. Sounds –voice tone, volume, and

speech rate. Surrounding – room size, decoration,

and lighting.

Levels of communication Advantages Disadvantages

Intrapersonal Occurs in a person’s mind including feelings, biases, prejudices, and believes. This is the so-called self-talk and depending on what you are telling yourself, will result in positive and negative outcomes internally, and externally.

Changing negative thinking will positively

affect physical, and mental health,

communication skills (body language,

attitude, etc.) and improve relationships.

Continuous negative thoughts will put

your body, emotions,

relationships, performance, etc. in a downward spiral.

Dr. Caroline Leaf is a cognitive neuroscientist with a PhD in Communication Pathology specializing

in Neuropsychology Since the early 1980‘s she has studied and researched the Mind-Brain

connection. She developed tools and processes that help people develop and change their thinking

and subsequent behaviour.

Interpersonal More informal conversation

between two people e.g. talking

to friends, the operator

interviewing a guide to employ.

Extrapersonal

Communication between human

beings and non-human beings.

Mass Electronic or print transmission of messages to general public e.g. radio, television, newspapers, bill boards.

AdvertisementFeedback is delayed

MGTMGT


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Types of communication in an organisation

Formal Informal Communication that follows the official chain of command and is required to do one’s job.

Communication not defined by the organisation.

Employees socially interacts Create faster and more effective

channels of communication

Organisational communication

Conveys operational procedures, policies, and announcements inside (employees) and outside

(public) the operation

Mission statement (internal)

Defines company’s purpose and objectives to

owners and employees

Vision statement (internal and external)

Describes company’s purpose and value to employees and clients.

The following are important in communication and influence people’s perceptions about us:MGTMGT What we say (our actual words)MGTMGT How we say it (e.g., tone of voice)MGTMGT Our body language and facial expressions


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How you communicate is far more important than what you communicate

Non-Verbal

Vocals

Content

Verbal communication

Good speech conveys exactly what the speaker intended to say to the listener – neither more nor

less. It involves all levels of being - physical, mental, emotional and spiritual. It is not something

that can be learned in a quick-fix course and it is therefore recommended that any aspiring tourist

guide practices speech in the classroom situation during role-plays, as it is the main instrument

used during guiding

Non-verbal communication

Also referred to as “body language”.

Facial expression MGTMGT Surprise is conveyed by raised eyebrows, wide eyes and a “wow”

expression of the mouth.MGTMGT Happiness and joy are conveyed by a soft face and eyes and the corners

of the mouth rose up.

The face is the image of the soul – Cicero (Roman philosopher)

Eye contact Very important for engaging people.MGTMGT Eyes should reflect a softness, friendliness and relaxed message.MGTMGT Staring and threatening looks are taboo.MGTMGT Remember that some cultures, for example some Asians, keep their

eyes lowered as a sign of respect and do not necessarily mean that they

are not listening.

Movement, gestures

and mannerisms

Non-verbal” bad habits” can become very disturbing to the listeners.

Positive non-verbal

expressions

Facing the individual and group squarelyMGTMGT Adopting a relaxed, open and attentive stanceMGTMGT Friendly mannerismsMGTMGT Avoiding annoying and distractive habits.

Negative, non-

verbal expressions

can include

MGTMGT Tightly crossed armsMGTMGT Chewing gum or smokingMGTMGT Twitching of the mouth or shouldersMGTMGT Continuous rubbing of eyes, chin, hair or other parts of the bodyMGTMGT Cracking knuckles


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MGTMGT Repetitively looking at your watch or cellMGTMGT Weak / strong handshakeMGTMGT Pacing up and downMGTMGT Crossing your lower legs at the anklesMGTMGT Pointing with fingersMGTMGT Arms clutched at sides/clasped at the back/hands in the pockets.MGTMGT Repetitive manner of speaking

Grooming and

clothing

MGTMGT Your appearance and what you wear are one of the main ways in which

people form their first impressions of you.MGTMGT Although body piercing is becoming a more accepted practice, rather

take a conservative approach and remove visible body piercing.

Personal

space/spatial

awareness

A person’s territory (Pastorelli, 2003)MGTMGT The distance you can stand from someone without making, them feel

uncomfortable.MGTMGT This is different for different cultures.MGTMGT Mediterranean cultures accept being close whereas others (i.e. British,

Germans, Asians etc.) would require more space.MGTMGT It also varies from person to person (personality, self-confidence and

self-esteem) and the situation or environment (walk in a park or a

casino).MGTMGT Follow the tourist’s non-verbal clues as to give an indication when they

feel their space has been invaded. For example, someone stepping

back when you approach or greet him, indicates that he needs space


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Listening skills

Listening is an important aspect of communication. The lack of attention and respectful listening

can be costly – leading to mistakes, poor service, misaligned goals, wasted time and lack of

teamwork.

However, how your listen is most important. By listening in a way that demonstrates

understanding and respect, you cause rapport to develop, and that is the true foundation from

which you can sell, manage or influence others.

Skills for good listenerMGTMGT Change your physical body language from that of a deflector to that of a receiver.MGTMGT Look at the other person.MGTMGT React to the speaker by sending out non-verbal signals.MGTMGT A good listener will stop talking and use receptive language instead. Use “I see…”, “un hunh...”

and “oh really” words and phrases that follow and encourage your speaker.MGTMGT Concentrate fully on what the speaker is saying. You can’t fully hear their point of view or

process information when you argue mentally or judge what they are saying before they have

completed talking. An open mind is a mind that is receiving and listening to information.

Let the other person convey his or her message.

Involve yourself in the message.

Summarise and paraphrase what they are saying.

Speak only to ask questions or to clarify.

Empathise with the other person's view.

Nurture and practice the listening skills required.

If you are the one speaking or sending the message, clarify any uncertainty or confusion that you

may pick up from the listener’s body language. Do this by:MGTMGT Asking questionsMGTMGT Rephrasing what you have just said.

A poor listenerMGTMGT Talks too much and too often


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MGTMGT Shows no interest in the conversational input of othersMGTMGT Is only interested when speakingMGTMGT InterruptsMGTMGT Does not ask questionsMGTMGT Uses “I” and “we” rather than “you”MGTMGT Is insensitive to othersMGTMGT Has unresponsive body language.

If you do not listen properly, this can lead toMGTMGT MisunderstandingsMGTMGT Missing important informationMGTMGT Taking incorrect action

Barriers to communication

Barriers Possible solutions

EXTERNAL BARRIERS

Time, environment, comfort, etc.

In a hurry; noisy, hot, cold, uncomfortable seating, standing too long – cannot concentrate.

Ensure that person is comfortable, has time or that you don’t take up too much time.

Physical separation

In a different geographical location.

Use technology.

INTERNAL BARRIERS

Semantics

The word ‘semantics’ comes from the Greek word, ‘semantikos’, which means ‘significant’. ‘Semantics’ in the context of communication refers to the meanings of words. Semantic barriers refer to the obstacles caused in communication due to problems with the interpretation of word meanings.

Perception- viewing what is said from your own mindset

Pre-conceived ideas, negative self-talk, biased, subjective: Not open and receptive

Be open and objective to other people’s opinion and suggestions.

Emotional -personal feelings

Upset, angry: Cannot concentrate or be objective

Calm person down, show empathy, remove yourself from your own


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at the moment

Some people find it difficult to express their emotions, or some topics may be completely ‘off-limits’ or taboo to talk about

emotions

SOCIAL BARRIERSthe problems we experience with an interaction situation as a result of the constraints in our social environment.

Cultural differences

Spatial awareness: The distance you can stand from someone without making, him / her feel uncomfortable.

Eye Contact: Be aware that in some African and Middle-Eastern, it is considered rude and impolite to look people straight in the eyes

Before doing a tour to go and study the different customs of a culture.

Show respect

Linguistic -different

languages or vocabulary

Talking too fast / using difficult words

Too difficult words or words not generally used.

Offensive

Talk slowly pronounce your words clearly and ask if they did understand what you.

Use signs and body language or write down times and dates.

Use uncomplicated words and sentences especially if the group’s first language is not English

Gender “Men are from Mars, and Women from Venus”.

Styles of communication differsChoice of topics

Interpersonal Dislikie someone

Voice modulation /

tone

Speaking too loud, to high pitch or

on the same tone

Change your tone of voice

Poor listening skills

Not paying attention

Looking uninterested

Pay attention

Focus on the person

Disrespectful behaviour

Rude ; interrupting speaker; background talking

Respond in a polite, yet firm way

Insufficient information

Failure to provide sufficient logistics will result in misunderstandings and poor arrangements

Provide sufficient detail e.g. ‘where’ and ‘when’ in order to ensure that people know exactly where they need to go/meet and at what time / how long


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Providing information

Information refers to facts and details which you are expected to know but which the customer

does not. Wherever you work, you can only obtain a wealth of information over a period of time.

In many cases people cannot be expected to remember everything - they need to know where to

look to find the information they need. If you visit a travel agent, they will look up information on

holidays, flights and climate using reference books or the Internet.

Customers who ask for information expect staff to give accurate, truthful and up-to-date

information in response to their requests. Over time, you are expected to become more of an

expert in your job and to be able to answer increasingly difficult questions because of your

knowledge and past experience.

Questions

Many people consider that questions for information can be divided into those which start with

each of the following words. The examples below all relate to the travel industry.

What: 'What is my duty-free allowance?'

How: 'How long is the coach trip?'

Why: ‘Why do we have to vacate the room at noon?'

When: ‘When will we be visiting the museum?'

Where: 'Where do I check in my baggage?'

Who: 'Who will meet us at our resort?'

Which: 'Which direction is the restaurant?'

Provide assistance

Assistance may be needed by a variety of different customers, e.g. a single parent with very young

children, people who are physically disabled, people who have difficulty seeing or hearing, the

elderly, young children, visitors who cannot read or speak English.

In the above instances you might have to respond without being asked. Be observant and helpful

at all times!


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Provide advice

Advice is different from information - it is more personal and related to a person's own needs.

Imagine that you ask at a local leisure center for general Information on the opening hours and

the activities which are on offer. However, once you have decided on the leisure activity you want

to pursue, you may then require more specific details or advice for example: “What equipment

will be needed? Why some forms of exercise are more suitable than others? When lessons can be

booked? How long it will take to become proficient?

In each of these cases you will be asking for advice, because the answers will depend upon the

person who is asking - you - and the particular activity that you want to pursue. The answers for a

60- year-old man wanting to take up golf will be different from those for a 20-year-old girl who

wants to start step aerobics!

Avoid sharing your own preferences or what you enjoy without stating it! For example, “I

personally enjoy the spinning classes.”


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LEARNING UNIT 2: RESPECT, CULTURAL DIFFERENCES

COMMUNICATION AND CULTURE –As the basic building blocks of communication, words communicate meaning, but culture is the most important factor that influences the meanings of words. Meaning is in the person, not in the word, and each person is the product of a particular culture. Thus, if we are willing to learn to communicate well in a foreign language, we must understand the culture that affects the language. In other words, culture and communication are inseparably linked. You can’t have one without the other because they are interconnected. Culture gives meaning and provides the context for communication, and the ability to communicate allows us to act out our cultural values and to share our language and our culture.

Showing respect and courtesy

Respect involves MGTMGT A positive feeling of esteem for a person, culture, religion, etc. MGTMGT It is also reflected in actions.

Respect should not be confused with tolerance, since tolerance doesn't necessarily imply any

positive feeling.

To be courteous means to be ..MGTMGT Polite MGTMGT Considerate


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http://en.wikipedia.org/wiki/Person

http://en.wikipedia.org/wiki/Esteem

Addressing clients appropriately

Customers value being recognized, they appreciate you remembering their names and addressing

them by their names in conversation. If you don’t know a customer’s name use ‘Sir’ or ‘Mam’.

When talking to customers avoid over familiarity, e.g. my darling, sweetie.

Respect for social and cultural differences

What is culture?MGTMGT Culture is how people think and feel as a community.

MGTMGT Cultures define values and the perception shared by people.

MGTMGT It defines the constructs and concepts people hold of their environment.

MGTMGT It directs the accepted behaviour among a group of people.

It is often a reflection of shared history.


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Cultural considerations MGTMGT Ways of greeting and communicating. MGTMGT Personal space. MGTMGT Mannerisms and other characteristic types of behaviour.MGTMGT Language. MGTMGT Dress. MGTMGT Status. MGTMGT Ways of eating and types of food eaten. MGTMGT Religious beliefs and practices.MGTMGT Attitudes regarding protocol and etiquette. MGTMGT Sexual preferences. MGTMGT Expressions of emotion.

The above does not only apply to International tourists but also to the culturally diverse domestic

tourism in South Africa.

Nationality and Culture

MGTMGT Knowledge regarding the nationality and culture of the tourists in the group is needed as it is

important to have some idea of the culture they come from: their general likes and dislikes

regarding food, social interaction, topics to avoid and points of interest for them. This will

assist in the planning of the itinerary.

MGTMGT Knowing a few things about the country they come from, will be helpful in the interpretation

of information during the guided experience, avoiding sensitive topics and enhancing the

experience for your tourists. It also helps to ensure their safety i.e. taking additional care of

those coming from countries driving on the right-side of the road (which is most of the world

except for the UK and the Common Wealth countries like South Africa, Australia, New-

Zealand, India etc.) when crossing roads.

MGTMGT In knowing a bit more about your tourist’s culture and their country, ensures a “better

connection” and creating opportunities for the Tourist Guide to gain even more international

and cultural knowledge. People love being asked “the right” questions about their country.

Remember, culture is constantly changing and especially your more experienced traveler might

not display the characteristics of their home culture as they have learned to adapt and blend in

with the “host” culture.


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MGT

CULTURE

MGTMGT

CULTURE

MGT

Comparing Cultures

MGTMGT In trying to compare cultures one has first to establish some working definition of culture.

There is a Chinese proverb which says that "The fish did not discover water." Similarly, no one

discovers culture by staying at home. It so intimately shapes our lives that we only become

aware of it under special circumstances, when we encounter difference.

MGTMGT Experiencing culture happens in the plural; we experience cultures. We are not aware of the

first until we have experienced the second.

MGTMGT Culture begins to lose its invisibility when we become aware that there are many other ways

of fulfilling the basic needs and interpretation of human lives. Not only are there different

cultures but some are more different than others

Karin Blair (EdChange.org)

Cross cultural negotiations.Cross cultural negotiation is a complex process, but it can greatly increase success on the international business scene. When doing business with foreign parties, there are a lot of factors that need to be taken into account. Our way of thinking may be completely different as opposed to our foreign business partner. But when we have a good understanding in cultural differences and accept that our partners may see things in a completely different way, we are more likely to obtain a positive reaction from our counterparty when negotiating. A factor that’s vital is respecting protocol, keeping in mind that the business etiquette can vary from nation to nation. You also have to attend to your body language, because that determines your credibility. And when you think you’ve reached a deal, make sure that it is indeed the case. Because in some countries only written agreements lead to a firm deal. So when you’re trying to clinch a deal abroad, try your very best to learn the other side’s culture, or at least try to meet them half way and persuade the other side to use some elements of your own culture.http://c-cnegotiations.blogspot.co.za/2010/11/learning-other-sides-culture-cross.html


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http://c-cnegotiations.blogspot.co.za/2010/11/learning-other-sides-culture-cross.html

http://www.edchange.org/


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COUNTRY ESSENTIAL KNOWLEDGE (CEK) CHECKLIST FOR THE TOURIST GUIDE

LocationHemisphere and continent. Important for relating information about current location’s weather conditions (winter/summer), answering “how many hours behind or ahead” questions and being aware of the effects of Jet lag on the tourists.

Capital & other major cities

Claims to fame Famous landmarks, places or people

CultureGreeting protocol

Taboos in the cultures (including body language)

Traditional food / food preferences

Traditional games, entertainment, relaxation preferences

ReligionOften religion and culture are closely related. Knowledge of this can be a guide to food preferences and acting in a non-offensive way.

CurrencyIndication of Tourist budget, Converting Rand into the Relevant currency or vice versa.

LanguagesCommunication is one of the most vital elements in a guided experience:

Knowing at least one word i.e. “welcome” or “hello” in the tourist language helps to break down cultural walls.

Being aware of words that have different meanings, in different languages (especially the offensive ones).

South Africanism, using English words that might not be understood by your guests and needs to be explained.

GovernanceThe country’s leader, type of government (democratic, communist, autocratic) – CEK important for conveying SA Democracy in a sensitive way without putting other systems down.

Current IssuesIt is important for the tourist guide to listen to national and international news on a regular basis.

Sensitive Issues Could be current or historical i.e. the holocaust for the Germans etc.

Metric/Imperial system

How distance, weight, volume etc. is expressed i.e. miles vs. kilometres, pounds vs. kilograms

Others Population, Surface area, HIV Stats


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Avoiding cultural insensitivity

Ethnocentrism The belief that one’s own nationality or ethnic group is superior or all

others (Mancini, 2001)

Stereotyping This refers to statements and beliefs that everybody from a certain

country or ethnic group behaves and acts in the same manner

(Mancini, 2001).

Ethnocentrism and stereotyping should be avoided at all times and discouraged among group

members.

Some other cultural specifics

Shaking hands MGTMGT Not all cultures use “thank you” and “please”.

MGTMGT Spitting or sniffing is acceptable in some cultures.

Asians MGTMGT Do not blow their noses in public.

MGTMGT Show respect for older people.

MGTMGT Interested in shopping districts.

MGTMGT May appear rude when they interrupt someone serving another person

(they are used to several people being served at once).

Vietnamese MGTMGT Can confuse the Tourist Guide about a situation, as they tend to smile

when things become too stressful.

Koreans MGTMGT 4 is an unlucky number.

MGTMGT Never write a note with a red pen.

MGTMGT

MGTMGT Their culture is closely associated with religion (Islam).


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MGT

DEFINITION

MGT

DEFINITION

MGT

DEFINITION

MGT

DEFINITION

Arabs /

Muslims

MGTMGT Show respect to and do not get involved in religious discussions.

MGTMGT Very strict codes regarding male-female interaction.

MGTMGT Considered rude to lean back with hands in your pockets.

MGTMGT Never hand over or receive any item (maps, brochures, etc.) with the left

hand.

MGTMGT Their food should be Halaal.

MGTMGT Never show the soles of your shoes to a Muslim.

Buddhists MGTMGT No touching of the head as this is reserved for children (patting on the

head as a greeting or for encouragement).

Remember, knowing some of the above nationalities should only be used as guidelines and by no

means as the ultimate criteria, as individuals vary much, and travellers are often more the

exception than the norm.


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LEARNING UNIT 3: Etiquette when using technology to communicate

Telephone courtesies and first impressions

Telephone – the tour operator makes extensive use of telephones and cell phones to do business.

One of the major benefits of the telephone is that one can communicate over a wide geographical

area. Communication over the phone is more personal than other methods and one can

negotiate with the suppliers. If something happens to your vehicle while you are on tour (en

route) it is easy to us a cell phone and solve the problem. One of the disadvantages of the

telephone is that people do not always answer the phone and then they will phone another

service provider. Certain organisations do answer their phones but then you speak to a recorded

message or you can leave a message

It is important that you present a professional image on the telephone as well.

Taking care of your customers over the telephone and making them feel well informed and

appreciated is essential.MGTMGT Speak clearly. A picture paints a thousand words but the caller on the other end of the

phone can only hear you. They cannot see your face or body language. Therefore, taking

the time to speak clearly, slowly and in a cheerful, professional voice is very important. MGTMGT Use your normal tone of voice when answering a call. If you have a tendency to speak

loud or shout, avoid doing so on the telephone. MGTMGT Do not eat or drink while you are on telephone duty. Only eat or drink during your coffee

break or lunch break. MGTMGT Do not use slang words or Poor Language. Respond clearly with “yes” or “no” when

speaking. Never use swear words. MGTMGT Address the caller properly by his or her title. (i.e. Good morning Mr. Brown, Good

afternoon Ms. Sanders). Never address an unfamiliar caller by his or her first name.MGTMGT Listen to the caller and what they have to say. The ability to listen is a problem in general

but it is very important to listen to what the caller has to say. It is always a good habit to

repeat the information back to the client when you are taking a message. Verify that you

have heard and transcribed the message accurately.MGTMGT Be patient and helpful. If a caller is irate or upset, listen to what they have to say and then

refer them to the appropriate resource. Never snap back or act rude to the caller. MGTMGT Always ask if you can put the caller on hold. If you are responsible for answering multiple


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calls at once, always ask the caller politely if you may put them on hold. Remember that

the caller could have already waited several minutes before getting connected to you and

may not take lightly to being put on hold. Never leave the person on hold for more than a

few seconds or they may become upset and hang up. MGTMGT Always focus on the call. Try not to get distracted by people around you. If someone tries

to interrupt you while you are on a call, politely remind them that you are on a customer

call and that you will be with them as soon as you are finished.

Making CallsMGTMGT Always identify yourself properly. When calling a client or customer, whether in person or

when leaving a message, always identify yourself properly by providing your name, company

name and contact telephone number. For example, "Good afternoon Mr. Brown, this is Ms.

Brown from Officeskills.org. My telephone number is 082 321 7569." Always be aware of

confidential information when leaving messages. Also, be aware of people around you while

talking on the phone. Be discreet! Someone next to you might overhear confidential

information that could negatively affect your business. MGTMGT Avoid leaving long winded messages. Remember, someone has to listen to your message,

write it down and then act upon it. Your message may be just one of many messages that

need to be handled. It is often a good habit to write down or type out your message in

advance. Keep it brief and to the point.

http://officeskills.org/telephone_etiquette.html


24

Email

This has become a vital business tool – bookings, reports, budgets, publications, brochures are

daily created and distributed through e-mail. You need to know how to use e-mail as effectively

as possible for your business. If bookings were done through the e-mail it is important to print the

confirmation. If you are connected to the internet you will have your own e-mail address. This will

enable you easy access to potential tourists who can use e-mail to acquire information, confirm

bookings and any other requirements.

Uses of e-mail:

Correspond with clients to determine needs and to design options for the quotes

To make reservations

To confirm bookings

To acquire information

To do marketing

Guidelines for using e-mail:

You need to remember the following when using e-mail:

MGTMGT Be professional at all times as this is the only way to create an impression of your

organisation to the potential client. If your e-mail is sloppy and has errors, they will think

that your tour will also be sloppy and have errors.

MGTMGT Retain formality e.g. Dear Sir/Dear Mr. Jones

MGTMGT Accuracy is important and you have to ensure that the document has been spell checked.

MGTMGT To avoid any problems, make sure that you print copies of every important document and

file it in the relevant file. If you experience problems with your computer you still have

hard copies of the e-mails.

MGTMGT You can also attach all the necessary information by making use of the attach function on

your e-mail screen. This way you can send a pre-spell checked document to the customer.

MGTMGT ‘Kind regards’ is a polite closing.

On the next page is an example of an e-mail enquiry that was sent to a customer.


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Potty PotgieterTo: Bo Jangles ([email protected])Subject: 3-day Tour Kruger National ParkDear Mr. JanglesHerewith the information concerning the itinerary. Hope you find it in order and hope to hear from you soon.Itinerary:Day 1:P/U at ORTIA and depart for Malelane, stopping at Halls for Lunch (own account) and proceed to Malelane Gate for entry into Kruger National Park.Overnight at SkukuzaDay 2:Early morning open vehicle game drive (pre-arranged), breakfast back at Skukuza. Siesta time during the heat of the day with an afternoon game drive in our vehicle.Dinner at Skukuza (Restaurant)Day 3: Early morning game drive in our vehicle with breakfast at Pretorius Kop. Exit Kruger National Park at Numbi Gate, making our way back to ORTIA.Included: Transport, dinner, bed & breakfast, tourist guide, entrance fees/levies,Excluded: DrinksKind regards,PottyPOTTY POTGIETERMANAGING DIRECTORPOTLUCK TOURSPO BOX 17Pot ‘O Gold1717Tel: +27 11 171 7171


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mailto:[email protected]

Fax machine

Although seldom used today fax machines are used to confirm reservations and bookings. It is

always important to have proof in writing of all arrangements and negotiations. If you send a fax,

make sure that it reaches the destination by ensuring you have a fax transmission report as this

verifies that the fax has gone through to the recipient.

MGTMGT The tour operator can use the fax machine in the following ways:

MGTMGT To confirm reservations

MGTMGT To send booking details to the suppliers

MGTMGT To receive deposit slips

MGTMGT To send and receive information

Below is an example of a fax page that you can use for your business:

POTLUCK TOURS

ATTENTION: FROM: Potty Potgieter

FAX NUMBER: FAX NO: 011 171 7172

TEL NUMBER: PG. INCL:

SUBJECT: DATE:

MESSAGE:


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Instant Messaging

Skype, WhatsApp, etc.

Online chat which offers real-time text transmission over the Internet.

Using instant messaging is like knocking on the door of client / business contact’s virtual office.

Start the conversation with a polite greeting ‘Hello John. Is now a good time to ask a question?

Tshepo (Potluck tours).” This give the person the opportunity to respond, or decline if not

convenient.

It is very important to indicate who the message is from by using your name and surname / name

and company.

Always start the conversation with the person’s name (if it is the first time you are contacting the

person) to ensure that you reach the right person, and write your name. Don’t assume that the

person knows who the message is from. Your name/company’s name should be stored on the

other phone

Advantage Disadvantage

Quick way to get attention Requires that the party is connected to internet

/ phone switch one.


28

SKYPE to SKYPE and video calling

SKYPE is a free application and can be downloaded from the internet. It offers instant messaging

(similar to whatsapp), offers VoIP (Voice over Internet Protocol), and internet conferencing. There

are other similar programmes on the market now but SKYPE is still the most common and widely

used. For SKYPE to SKYPE the person you are contacting also needs to programme installed with a

user’s name. Internet connection, a microphone, and a webcam (only required for video-calling)

are also required.

In order to engage in this type of communication, one party must have sent an invitation, and the

other person must accept before a call can be made.

General considerations

Be prepared and mindful to be viewed (and seen) as professional.

Ensure that all your equipment is working beforehand by performing the test.

Be careful what you do as the camera might not be off.

Be careful what you say whilst you think the other person can’t hear you!

Skype profile This make the first impression.

User name should be appropriate

Profile

Profile picture

Location is accurate for the business

Background When using the video feature ensures that background is professional,

Avoid calling from distracting places that is noisy or with a lot of movement.

Depending the type and sensitivity of the microphone, tapping with a pen,

typing on keyboard, or even background conversations sometimes can be

heard.

This also applies for when you are multitasking. For instance, quickly

answering a whatsapp, or responding to an urgent email.

Dress the part Whatever the time or circumstances dress professionally.

Wear a contrasting shirt / dress

Time zones Be aware of time differences.

Send a courtesy

check before you

start.

Send a message to check if the person is free and that the appointment is

still good.

If there is no reply immediately, be patient since this may mean that they are

not ready for you.

Mind the volume After the initial greeting, ensure that the person can hear you loud and clear.


29

When there is a bad connection, or any other disturbance, suggest to hang

up and try calling again to try and obtain a better connection.

When using the webcam remember the following

Eye contact This is a bit more complicated that face to face conversations.

Once the video started, maintain eye contact with the webcam not image on

the screen. If you don’t do this you won’t make ‘eye contact’.

Body language Sit up straight as if the other person is sitting across from you.

Don’t fiddle with a pen, or use any distracting movements.


30

RESOURCES

Bennet, JA (ed) Managing Tourism services. Pretoria: Van Schaik. 1995.

Burns, PM. An Introduction to Tourism & Anthropology. Routledge. 2002.

Dempsey, L. (2011) Eight Simple Rules of Skype Etiquette Accessed on

http://liamdempsey.com/eight-simple-rules-of-skype-etiquette/ on 10 August 2016.

Eyring, P. (2013). Modern Etiquette: Doing business via Skype. Accessed on

http://www.reuters.com/article/us-etiquette-skype-idUSBRE9AA09920131111 on 10 August

2016.

George, B. (2011). Communication Skills for Success: Tourism Industry Specific Guidelines. Volume

3. Issue 1. Accessed on 15 August 2016

http://www.anglohigher.com/magazines/magazine_detail/97/38#ixzz4HwV5lK1Q

Kruger, ML. (2011). Becoming a tourist guide of excellence. Culturalguiding.com.

Kruger, ML. (2010). Basics of guiding. Culturalguiding.com.

Macinini, M. Conducting Tours. Delmar – Thomson Learning.2001.

Pastorelli, John. Enriching the Experience. Hospitality Press (2003).

Robbins, SP and Coulter, M. Management. Chapter 10. Managerial Communication. 8th edition.

Smith, L. (2015). Tour Operator. SATSA

Smith, O. 1995a. Module 1. Pretoria: Drumbeat Academy.

Van Dyk, P. Prof. Introduction to Tourist Guiding. Impzimpilo C&S Publishers. 2003.

Macinini, M. Conducting Tours. Delmar – Thomson Learning. 2001.

Pastorelli, John. Enriching the Experience. Hospitality Press (2003).

WEBSITES


31

http://www.reuters.com/article/us-etiquette-skype-idUSBRE9AA09920131111

http://liamdempsey.com/eight-simple-rules-of-skype-etiquette/

Jim Robertson. China's Carnivorous Eating Habits Become Food for Debate. AR-News: Mon Jul 5

13:06:13 EDT 2004 (http://lists.envirolink.org/pipermail/ar-news/Week-of-Mon-

20040705/026691.html)

www.wikipedia.com

http://www.cyborlink.com/besite/china.htm (5 of 8)2007/08/12 06:31:20 AM (Chinese)

British)

http://www.learnenglish.de/culture

http://www.woodlands-junior.kent.sch.uk/customs

Japanese

http://www.communicaid.com/cross-cultural-training/culture-for-business-and-management/

doing-business-in/Japanese-business-and-social-culture.php

http://www.ehow.com/how_2124444_understand-japanese-business-culture.html

OBSERVATIONS (ML Kruger)

USA trips (1999, 2002 & 2005)

Residing in Turkey (1993-1997)

Residing in Saudi Arabia (2003)

China Trip (1989)

Sapphire Princess Cruises – Australia & New Zealand (2007)

French, German, Dutch, Russian, Chinese, Korean, American, Turkish, British, Scottish, Brazilian,

Egyptian, Saudi and New Zealand friends.

PHOTOS

ML Kruger, Makiti Guides & Tours (Pty) Ltd


32

http://www.communicaid.com/cross-cultural-training/culture-for-business-and-management/doing-business-in/Japanese-business-and-social-culture.php

http://www.communicaid.com/cross-cultural-training/culture-for-business-and-management/doing-business-in/Japanese-business-and-social-culture.php

http://www.woodlands-junior.kent.sch.uk/customs

http://www.wikipedia.com/

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