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Grade 11 Tourism Term 4 Section 21, 22, 23 and 25 Summary R65,00
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Grade 11 Tourism Term 4 Section 21, 22, 23 and 25 Summary

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Comprehensive and detailed summary of Tourism notes for Term 4 section 21, 22, 23 and 25. Section 24 is not applicable. Added to these notes of mine, are pictures and extra information which were asked in numerous exams and were not included in the study guide and text book. If you study from thes...

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  • March 20, 2020
  • 7
  • 2019/2020
  • Summary

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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

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