VUSSC/Content/Tourism/Applying Effective Communication Skills/Summary unit 3

Summary

The key points that you need to remember from this unit are: The working definition for "conversation" The do's and don'ts when having a conversation, and the types of conversations you would have with different groups. The difference between hearing and listening and the steps to active listening. The importance of good presentation skills of the content and of the tour guide. The use of the telephone as a communication tool and the techniques for using it properly. The steps to handling enquiries and complaints The guidelines for handling difficult customers.