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

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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.