TOUR OPERATIONS MANAGEMENT (WEEK 9)

Communication and Interpersonal Skills Problem Solving Dealing with Difficult Passengers Conflict Resolution Group Leadership Professional Behavior Listening Skills

COMMUNICATION SKILLS

COMMUNICATION

WHAT IS COMMUNICATION?

Communication is the transmission of a message from a sender to a receiver via a medium(or channel) of transmission.

OVERVIEW OF BUSINESS COMMUNICATION.

Communication is fundamental in any organization.

Communication is particularly important for businesses because it is through communication that firm makes contact with its customers and suppliers and between the various internal parts of its organization.

For communication to be carried out effectively, all of the elements involved have to be clear and effective.

KEY POINTS TO REMEMBER. More than developing a good product, pricing

it attractively and selling it to consumers, companies must communicate continuously with their present and potential customers

Communication messages should be consistent with the company’s marketing objectives

Companies should not only ask,” how are we going to reach our customers?” But also,” how can our customers reach us?”

THERE ARE FOUR ELEMENTS OF ALL COMMUNICATION.

The transmitter: the person or organization that is sending the message or package

The message: the information or item that is to be communicated.

The medium of transmission: the method being used to send the message or item, such a s letters, telephone or transport.

The receiver: the person or organization for whom the message is intended

QUESTIONS EVERY COMPANY SHOULD ANSWER.

Does anyone know who we are? Does the market know what we have to

offer? What our company stand for? What is our record of service? What is our reputation? If these questions cannot be answered,

chances are your communication message is ineffective and needs to be revised.

CRITICAL STEPS TOWARDS COMMUNICATIONS SUCCESS 1) Identifying the Target Audience - Who is this message for? The Target audience heavily

affects the decision on what will be

said, how it will be said, when it will be said, where it will be said and who will say it.

STEPS CONT’D2) Determining the Communications Objective - What goals we want to achieve

In most cases the objective is to get someone to purchase. However getting a sale is the result of a long process of getting the customer to make a decision> Achieving the objective requires several key

components: a) Awareness – The communicator must be able to

assess how aware the market is about the product, and must respond by developing a means through which awareness will be created – Ad Campaigns, Exhibitions, Brand Visibility (colours, logo etc).

Building awareness takes time!

DESIGN THE MESSAGE3) Designing the communications message includes the

following components: Message Content Message Structure Message Format Message Source

SELECTING COMMUNICATION CHANNELS 4) The two major Communications Channels Verbal Voice Mail Conversations Non Verbal Fax Letters E-mail Memos

LEADERSHIP AND MANAGEMENT

LEADERSHIP Process of influencing and inspiring others to

work to achieve a common goal and then giving them the power and the freedom to achieving it.

Entrepreneurs must take on many roles in their companies, but none is more important than that of leader.

EFFECTIVE LEADERS Create a set of values and beliefs for

employees and passionately pursue them. Define and then constantly reinforce the

vision they have for the company Respect and support their employees. Set the examples for their employees. Create a climate of trust in the organization. Build credibility with their employees Focus employees’ efforts on challenging

goals and keep them drawing toward those goals.

EFFECTIVE LEADERS CONT’D Provide the resources employees need to achieve

their goals. Communicate with their employees. Value the diversity of their workers. Celebrate their workers; successes. Are willing to take risks. Encourage creativity among their workers. Maintain a sense of humor Create an environment in which people have the

motivation, the training, and the freedom to achieve the goals they have set.

Become a catalyst for change when change is needed. Keep their eyes on the horizon.

THREE VITAL TASKS OF A LEADER Add the right employees and constantly

improve their skills Create a culture for retaining employees. Plan for “passing he torch” to the next

generation of leadership.

PROBLEM SOLVING

BUILDING A STRONG RELATIONSHIP BY SOLVING PROBLEMS To adequately deliver total customer

satisfaction, you will need to make customers feel special. It can be as simple as answering a question, guiding someone to a desired product or location or performing a service.

Customers should always leave the encounter feeling good about what they experience.

BUILDING A STRONG RELATIONSHIP BY SOLVING PROBLEMS When attempting to build stronger

customer relationships you should take the following into consideration:

Discover customer needs. Engage customer s in dialogue that allows them to identify what they really want ( communication skills techniques). Gather information about customers from observing their vocal qualities, phrasing ,nonverbal expressions and movements and their emotional states.

BUILDING A STRONG RELATIONSHIP BY SOLVING PROBLEMS Know your products and services:

Customers expect that you will be able to identify and describe products and services offered.

Be Culturally Aware: In today’s multicultural business environment , it is likely that you will encounter someone of a different background belief system, or culture. Many problems that develop in these encounters are a result of diversity ignorance.

BUILDING A STRONG RELATIONSHIP BY SOLVING PROBLEMS Focus on process improvement: Few customers

like to have to wait because your system is obviously not functioning effectively . Rightfully so they view their time as valuable

( Examples)

Make customers feel special: By taking the time to recognize their value and by communicating effectively, you can bolster customer self esteem. When customers feel good about what you did or aid they are likely to better appreciate what you and your organization can offer them ( Building customer retention and loyalty)

WORKING WITH DIFFICULT CUSTOMERS

There are many who because of their own outlook on life , attitude, personal habits or background, many cause you frustration and require additional effort.

WORKING WITH DIFFICULT CUSTOMERSDissatisfied Customers

Occasionally you encounter customers who are dissatisfied or unhappy when you meet them: Remember to :

Listen Remain Positive Be compassionate Ask open ended questions Take appropriate actions

WORKING WITH DIFFICULT CUSTOMERSIndecisive Customers:

Be Patient Ask Open ended questions Listen Suggest other options Guide Decision Making

WORKING WITH DIFFICULT CUSTOMERSAngry Customers: Acknowledge angry customers feelings Reassurance Remain objective Determine the cause Listen Reduce Frustration Negotiate a solution Be positive Conduct a follow -up

WORKING WITH DIFFICULT CUSTOMERSDemanding / Rude/ Inconsiderate Customers Be professional- Don’t raise your voice or

verbally retaliate

Handle them with respect- This does not mean that you have to accommodate their every wish . Be firm and fair while focusing on their needs . Don’t focus on the negatives.

EFFECTIVE PROBLEM SOLVING Consider the fact that customers may not

really want you to solve their problem . In some cases they simply want to vent frustration or be heard. They already have a solution in mind and your role is to simply listen and offer advice.

Key steps in Problem Solving:

Asses Severity: After gathering information , it is important to do a quick assessment of how serious the problem is

EFFECTIVE PROBLEM SOLVING Apologize: The customer wants someone to

be responsible for his or her inconvenience.

Avoid Blaming: Take responsibility for the problem or concern, even if you didn’t actually cause it. Remember you represent the organization to the customer

Partner for solutions: Let customers know you are willing to work with them to find an acceptable solution to the problem

EFFECTIVE PROBLEM SOLVING Listen to understand: Before you can determine a

course of action you have to have a thorough understanding of what situation you’re dealing with . A key technique to accomplish this is by using active listening skills

Remain Objective: Since you are just being brought into the situation, you can offer an objective , outside perspective.

Thank You: Take the time to let the customer know you appreciate them allowing you to help resolve the issue. Studies have shown that many times customers don’t bother to complain or voice displeasure( Remember Customer complaints= feedback=improvement=customer retention)

MANAGING GROUPS

STRATEGIES FOR MANAGING GROUPS1. An escort must fairExample: a tour leader who always sits wit the same clients at group diners will soon alienate others on the tour. It is better to spread yourself around over the course of the tour.

2. An escort must praise a tour groups behaviorExampleThe most obvious quality to praise is punctuality

STRATEGIES FOR MANAGING GROUPS3. An escort must be firm when facing disruptive behavior

4. An escort must exercise leadership willingly but wisely

5. An escort must adjust strategies according to each group and situation

PROFESSIONAL BEHAVIOR

PROFESSIONAL

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Professionalism In The Workplace

PROFESSIONALA person who is expert at his or her work.

CHARACTERISTICS OF A PROFESSIONAL

HonestSkilledCourteousReliableConsiderateDependableCooperativeCommitted

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PROFESSIONALISM IS JUDGED BY:Unwritten rulesCode of conductCultureExpectations and

standardsOne’s personal

values

HOW ARE YOU JUDGED AS A PROFESSIONAL?

Your CommunicationYour ImageYour CompetenceYour DemeanorYour AppearanceYour BehaviorYour Attitude

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UNPROFESSIONAL BEHAVIOR Conduct that could be characterized as harassment or

discrimination. Verbal threats of violence, retribution, or lawsuits. Verbal outbursts. Inappropriate physical touching or contact. Arguing in front of customers, clients and

families. Physical actions that threaten others such as

throwing or knocking down objects. Insults, verbal comments, or criticism intended to belittle or

berate others.

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LISTENING SKILLS

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So what

is“Listening”

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Listening is a vital part of effective communication.

LISTENING►Listening – is not easy for some people, but you can get better by practising. Only then will we learn what our guests want.

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All of us (well most of us) have two ears and one mouth. But do we use them in that proportion? Very seldom.

LISTENING►HEARING - enough so as to catch what the guest is saying. If you can then repeat what you have just heard ……. You HAVE been listening.

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►Understanding – when you UNDERSTAND exactly what you have just heard.

LISTENING

For listening to be truly successful, you need to develop ‘active’ listening skills

(verification / clarification) which demonstrates to the guest that you not

only care about him / her, but also what he / she has to say.

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LISTENINGBeing an ‘active’ listener means 2 things:

1. YOU take responsibility for understanding what the guest is trying to communicate to you.

2. YOU show that you are genuinely interested in what is being communicated.

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LISTENINGSo how do you become an ‘active’ listener?

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SIMPLE

Verification / Clarification – is the most ideal

way for you to check that you really areunderstanding the TOTAL meaning of

theguest message.

LISTENING

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Verification / Clarification is simply re-confirming the guest message using your own words for example:

You: “May I have you telephone number please?”

Customer: “85848600”

You: “85848600 – is that correct?”

LISTENING

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So remember, when communicating:

a) Listen carefullyb) Listen activelyc) Cut down the amount of talking you do

(remember 2 ears ….. 1 mouth)

LISTENING

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►Give your full attention - to the person who is speaking. Keep your work area free from interruptions and clutter.

working on what you were doing before the call was offered to you.

LISTENING

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“Nothing is now more important than the person you are speaking to”.

►Put your own thoughts on hold - so that you can fully concentrate on what is being said to you.