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Resource type: Manual

Your ability to communicate with people from all walks of life, both your team members and customers will be highly valued in this industry. This manual has been constructed to introduce you to the skills and qualities required to communicate effectively and offer great service in the tourism and travel industry.

People Skills

This manual has been constructed to give students an understanding of the importance of people skills
in the travel and tourism industry. It covers teamwork, communication skills, customer service, written
communication and cross cultural skills.

The unit standards covered in this manual are:

18224 - Work in a team in a tourism and travel situation

Level: 2

Credit: 2

18210 - Demonstrate knowledge of communication and customer service skills in tourism and travel workplaces

Level: 3

Credits: 3

18223 - Provide customer service in the tourism and travel industry

Level: 3

Credits: 4

18232 - Read and write in English for the tourism and travel industry

Level: 2

Credits: 3

18209 - Respond in writing to enquiries and complaints in the tourism and travel industry

Level: 3

Credits: 3

18226 - Demonstrate cross-cultural communication for the tourism and travel industry

Level: 3

Credits: 3

This manual has been constructed to introduce you to the skills and qualities required to communicate effectively and offer great service in the tourism and travel industry. Your ability to communicate with people
from all walks of life, both your team members and customers will be highly valued in this industry.

Teamwork
What is a team anyway?
Roles of team members
The successful team recipe
Teamwork and communication
When things go wrong

Teamwork in the tourism and travel industry

Communication Skills
The process of communication

The way we communicate

Barriers to communication
Eliminating or minimising barriers
Using communication skills to establish rapport
The seven elements of good service
Summary
Customer Service Skills

Who are your customers?

Customer expectations
The benefi ts of great customer service

Phases of service
How to remember names

Different strokes for different folks
Whose responsibility is service?

Features and benefits
Add-ons and up-selling
Difficult situations

Telephone skills
Read and Write in English
Writing
Spelling and vocabulary
Reading and comprehension
Completing forms
Respond in Writing to Enquiries and Complaints
Standard responses to customers
Complaints from suppliers
Cross Cultural Service and Communication 
So what is culture?
The four basic components of culture

Cultural Change
Ethnocentrism

New Zealand – a multi-cultural society
Culture shock
Learning about other cultures

Cross cultural communication

Using humour cross-culturally
The cross cultural toolbox