Case Study: Sea Tours is a medium-sized tourism and travel company in a busy tourist town. They specialise in adventure tours and boat charters, but they also offer a general domestic travel agency booking service.
There is a staff of 15 people. ... “Joanne, these people want to book a tour,” David calls to Joanne. ... Describe each example fully)
Sender: Mr Soames
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Encoding: Discusses the Cruise with Pauline on the phone, she suggests he come in and make the booking, he then goes to the Travel Agency to see her in person. ...
• Personal – David was being selfish in wanting to leave work on time before 6pm, and not helping out Mr Soames and his guest, when it was Pauline who suggested for them to come onto the Travel Agency in the beginning. ...
• Cultural Barriers – What David and Joanne did to Mr Soames, may not be seen as a problem within their culture, but it was noticeable to Mr Soames, which would have made them feel unwelcomed and uneasy. ... Joanne and David will need to apply verbal and non-verbal communication skills to develop rapport with the Soames and their overseas guest and hopefully attempt to develop some customer loyalty. Under the following headings describe how Joanne and David will use these skills to communicate effectively. ... )
Questioning skills: When asking the Soames a question relating to the tour they wish to take, body language and politeness in their tone of voice and addressing them by their name would be more respectful to show you have put their needs 1st and what is being said is important also. ...
Listening skills: They can improve their listening skills by listening more actively to what Mr Soames has to say by just the nodding of the head or repeat what was said etc. ...
Clarity of speech: When talking with the Soames, speak clearly, use basic grammar, change tone levels to express particular words or sentence, fully explain details within the booking arrangements and avoid using industry jargon.
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