EN4HOSTS - The use of attractive communication techniques for identifying customers’ needs

Introduction

This webquest is designed to teach students about attractive communication techniques used for identifying customers’ needs. They will become "experts" in the area and able to master the techniques of verbal, written and nonverbal communication.

 

Hotel communication could be defined as an exchange of messages between people, compartments, for accurate information or the transmission of information. Mastering communication techniques involves, first of all, knowing the elements that ensure its success. Success is given by the answers to these 6 questions:

- Why do we communicate?

- Who is communicating?

- Where does communication happen?

- When is communication happening?

- What is communicated?

- How do they communicate? (tone, communication channel)

 

 

In this webquest we will learn about:

  • Techniques and means of communication used in the hospitality industry
  • The communication techniques a tourism unit can use to assess the satisfaction of tourists
  • What aspects determine the success of certain communication techniques
Task

Your task for this webquest is to find out exactly what forms of communication we use in different situations, how we use them and what are the factors that guarantee their success.

You and your group (five students total) will become "experts" on communication techniques and you will learn the things you need to know in order to communicate effectively.

Lastly, you will exemplify the attractive communication techniques learned by performing role-plays (simulation of dialogues between hotel clerks and different types of clients, starting from certain scenarios).

Process

Follow the steps below for the first process in your communication.

 

1.In groups of five, you will work together to learn about strategies for effective communication: first impression, nonverbal communication, listening skills, active listening, communicating in a noisy environment, oral communication, using the telephone, giving feedback.

 

Strategies for effective communication in tourism and gastronomy

https://opentextbc.ca/.../strategies-for-effective-communicati...

 

Strategies for effective communication in tourism and gastronomy (worksheet)

 

2. It's time we fond out how we communicate effectively in writing. Learn about these communication techniques and fill in the worksheet.

 

Writen communication

https://www.newsweaver.com/emails-place-travel-and-touris...

https://rinakurniawati.files.wordpress.com/.../business-corres...

 

Writen communication (worksheet)

 

Now that you have completed all the components of process one, proceed to process two!

 

  1. Do a role-play with a partner on making and answering a question. Use the rules you wrote in worksheet Strategies for effective communication in tourism and gastronomy.

 

a. Providing information on the leisure opportunities in your town

b. Providing information on cultural activities in your town

 

  1. Analyze, starting from the rules for giving information, the two dialogs below, which took place at the reception of a hotel, and indicate what the negative aspects were. Simulate the correct dialog, following the rules you wrote in the worksheet Strategies for effective communication in tourism and gastronomy.

 

  1. Customer: Hello!

Receptionist (working on a document on his computer, being very preoccupied):  Hello!

Client: Could you tell me how I can get from the hotel to the university, please!

Receptionist: By taxi. There is a taxi station just to the left of the hotel.

Customer: Yeah. … Thank you! Good bye!

Receptionist: Good bye! (returns to the document he is completing)

 

b. Customer: Hello!

Receptionist (speaking at the same time on the phone): Hello!

After 7 minutes: I'm listening!

Customer: Can you tell me where I can find an ATM?

The Receptionist: Of course! Exit the hotel, then turn left and walk straight for about 5 minutes.

Customer: We tried that one, but it did not accept Maestro cards.

Receptionist: Ooh, yes, it only accepts Visa and MasterCard.

Customer: How about a bank?

Receptionist: What bank has issued the card? But you’d better search it on the internet, there is free internet access in the lobby on your left and you can look it up there.

Customer: Thank you! Good bye!

Receptionist: Good bye!

 

  1. Write an email to a customer confirming his hotel reservation. Use the rules you wrote in the worksheet Writen communication.
Evaluation

Evaluation for oral communication

 

Aspects to be addressed in oral communication

Observations

Mark from 1- 10

1. Attitude of tourism staff at the time of customer's arrival (visual contact, smile, greeting, physical appearance)

 

 

2. Opening the dialogue

 

 

3. Using relevant questions to identify customer needs

 

 

4.  Adopting  a positive tone

 

 

5. Using the customer’s name

 

 

6. Active listening

 

 

7. Nonverbal communication

 

 

8. Paraverbal communication

 

 

9. Final assessment of communication results (if the employee managed to correctly and completely identify the needs of the tourists)

 

 

10. Final mark

 

 

Evaluation for written communication

Aspects to be addressed in written communication

Observations

Mark from 1- 10

1. Layout of the text

 

 

2. Using appropriate vocabulary

 

 

3. Accuracy of the message

 

 

4. Following the appropriate structure of a written message

 

 

5. Choosing the appropriate writing style

 

 

6. Final mark

 

 

 

Conclusion

In general, the ultimate goal of any communication in a hotel unit is customer satisfaction. That's why it's important to find out what's on the client's mind, not to tell him what's in your mind.

Gestures, words, tone are aspects that can make a difference between tourist units.

The way you write a written message shows if you are a documented, orderly, meticulous, attentive person.

Credits

This webquest was created by a team of teachers, within the co-funded Erasmus plus KA2  partnership “English for hospitality” (EN4HOSTS), project number: 2017-1-RO01-KA201-037159, KA2 - Cooperation for Innovation and the Exchange of Good Practices ,KA201 - Strategic Partnerships for school education

 

The European Commission support for the production of this publication does not constitute an endorsement of the contents which reflects the views only of the authors, and the Commission cannot be held responsi­ble for any use which may be made of the information contained therein.