Grade 11 Tourism Term 4 Section 21, 22, 23 and 25 Summary

Section 21: Customer care for foreign tourists

o Foreign tourists’ special needs

 Language
 Food
 Religious needs

o To respect the traditions and beliefs of foreign tourists:

 Feel welcome
 Safe environment
 Don’t feel threatened or discriminated
 Create trust


o Aspects to consider to communicate effectively with foreign visitors:

 Be familiar with different cultural greeting customs
 Be aware of culturally acceptable gestures
 Speak clearly and slowly
 Use simple language
 Develop good listening skills
 Be aware of facial expressions


o How to remove discomfort:

 Use an interpreter
 Take food preferences in account
 Take religion in consideration
 Social practises
 Dress code into consideration
 Respect traditions, customs and behavioural practises of guests
 Don’t start sensitive topic of conversation

o Tips for effective communication:

 Speak slowly
 Vary your tone
 Speak clearly
 Eye contact

, Communicating effectively/ways costumers
complain

Verbal communication
Face-to-face conversations – telephone, video, radio, television
Communicate effectively
 Good tone, speech, clarity, facial expressions, eye contact, gestures and
posture.


Verbal communication via telephone
 Speak clearly and slowly
 Answer quickly, greet, name of organisation and your name, ask, smile, quick
responding, direct to other caller or ask to hold, take down notes.


Written communication
 Typed or hand written
 Formal language
 Avoid using symbols
 Correct spelling and grammar
 Useful signs for people of other languages