VUSSC/Content/Tour Guiding/Effective Communication Skills

UNIT 3: Applying Effective Communication Skills

Introduction

1. Using Basic Communication Strategies
   1. The Process of effective communication
   2. Communication techniques (verbal and non-verbal)
2. Analysing elements which affect communication
   1. Factors which promote effective communication
   2. Overcoming barriers to effective communication
3. Demonstrating interpersonal communication skills
   1. Presentation Skills
   2. Questioning skills/techniques
   3. Handling enquiries
   4. Handling difficult customers
   5. Conversational skills
   6. Active listening skills/techniques
   7. Telephone communication skills
   8. Presenting commentaries
4. Communicating in diverse situations
   1. Types of clients
   2. Cross cultural awareness and social sub-groups
   3. Interpreting unspoken attitudes and behaviours
   4. Situations which may occur within the tour guiding context
   5. Techniques for communicating in these diverse situations