Module two Engaging with passengers This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV/ ILO and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visithttp://ec.europa.eu/europeaid/

Module introduction Topic 1: Good driving service Topic 2: Communicating with tourists - Building rapport - Verbal and non verbal communication Topic 3: Cross cultural communication Topic 4: Handling complaints 2

Good driving service Topic One

What are driving services? Services offered by tourist drivers: Transport Luggage handling Communication Information 4

Activity 1: Respond to specific needs or situations Divide into three groups. Take a flashcard Read the situation in the card Discuss and prepare a role play to respond to specific situation Present role play to the class Each group have 20 minutes to discuss and prepare a role play (3-5 mins) to respond to specific needs or situations 5

Communicating with tourists Topic two

What is rapport? A good relationship between a local guide and tourists. 7

Why is building rapport with tourists important? 1.Create friendly environment 2.Foster cultural experience 3.Identify guest needs easier 4. Increase opportunities for exchange 5. Ease the complaints handling process. 8

How to build rapport with tourists? 1.Be friendly 2.Identify what guests want and need 3.Share stories and interesting information 4.Inform of services 5.Always smile and offer assistance 6.Resolve complaints quickly and in full 9

How to put “building rapport” into practice? Imparting information about yourself at initial welcome Introduction before starting the journey Take chance to talk to your passengers 10

Communication process Coding Ideas Feedback Transmission Receiving Decoding Sender Receiver Process of exchanging thoughts, messages, or information Complete once the receiver understand the sender’s message. 11

Why communication is important? 1.Understanding each other 2.Offer/sell services to tourists 3.Avoids frustration 4.Creates a good environment 5.Meet information needs of tourists. 12

Most common ways to communicate Body Language Visual Image Writing Speaking Food!! Food 13

Verbal communication Using written or spoken language for communication Food!! Food 14

Activity 2: Practice verbal communication-public speaking Role play: Each delegate is to introduce themselves to the rest of the group who act as a group of tourists for the purposes of the role play. Use the 3-S principle: Stand tall, Smile, Speak confidently. 15

Non-verbal Communication Signs Symbols Gesture Body Language 16

What does each gesture mean to you? Activity 3. Gesture game

1. Angry 2. Bad 3. Good 4. OK 5. Come 6. Go 7. You 8. Me 9. Love 10. Cold 11. Happy 12. Hot 13. Ill Gesture game It means: 18

Activity 4. Meaning of signs See signs in two following slides: Think what the signs mean Give your opinion Discuss among group 19

Which ones do you know?

Which ones do you know?

Activity 5: Role play non verbal communication 1.Need five volunteers 2.Each one perform a role-play on non-verbal communication. 3.Others guess what this communication means. 4.Performer tells the whole class that what he/she want to say. 22

Cross cultural communication Topic three

Activity 6: OK gesture See your trainer role play OK gesture and guess what it means in different cultures. 24

Asian and Western Europeans Direct eye contact is a sign of openness and honesty Middle Eastern Asians Be friendly but respect guest’s privacy and interpersonal space. No touching during conversation. Long-time direct eye contact is a sign of rudeness. 25

Activity 7. Different habits Brainstorming: Identify international visitors’ behaviour that Vietnamese people find offensive. Identify Vietnamese peoples’ behaviour that international visitors find offensive. 26

If a guest does something you find offensive... 1.Brief tourists in advance about the local culture and norms 2.If a tourist does something strange, quietly explain your view 3.Be tolerant and do not get angry 4.Take preventive measures for next time 27

Handling complaints Topic four

Why passenger complain? Bad driving Poor service Unsatisfactory Overcharged Other reasons??? 29

Did you know? Only 4% of dissatisfied customers complain. 96% leave without saying a word. Of the 96% who leave, most will never return. A typical dissatisfied customer will tell 8 to 10 people. A satisfied complainer will tell 5 people. If solved, 7 out of 10 complaining customers will do business again with you. It takes 12 positive service incidents to make up for one negative incident. Dear Suja, Rani, David, Anita and Dear Mom… I am having great time in Vietnam… Specially when I have such great help from the taxi Guy.. 30

Activity 8: Story telling Share your own experiences on guest’s complaints When this was happen? What did they complaints about? What was their attitudes? What did you do in that situation What happen at the end? 31

Needs as individuals: To be heard To be understood To be respected Needs relating to the complaint: To have their concern dealt with To be given what they have been denied To have action taken Tourists needs when they complain 32

Express Empathy to Customers I can see why you feel that way. I see what you mean. That must be very upsetting. I understand how frustrating this must be. I’m sorry about this. 33

Handle complaints with HEAT H ear the customer out E mpathize – “I understand how you feel”. A pologize – “I’m sorry this happened”. T ake Action – “Let’s see what we can do to fix the problem.” 34

Activity 9. Handling complaint using HEAT procedure Divide into 4 groups. Each group take a flashcard. 1.Read the scenario on the flashcard 2.Discuss the scenario and identify how they handle the situation 3.Prepare a role play of the scenario, apply HEAT procedure. One person will be a tourist drivers and others will be passengers. 4.Perform a role play of the scenario 5.Other groups see the situation and give feedback. 35

Thanks for your attention! The HITT Programme and its Contributors This series of materials has been produced in collaboration between the High Impact Tourism Training for Jobs and Income Programme (HITT) funded by the European Union and the International Labour Organisation (ILO) in Vietnam. These programmes and organisations contributed to the development and printing of this material and will be using these training materials to deliver High Impact Tourism Training to their respective target beneficiaries. The programme supports informal workers and potential workers from the tourism sector of Vietnam to enhance their productivity and professionalism, and to increase their employability and income opportunities. The HITT programme is implemented by the Netherlands Development Organisation (SNV) through the financial assistance of the European Commission (EC) Investing in People programme. This publication has been produced with the financial assistance of the European Union. The contents of the publication are the sole responsibility of the HITT Programme and can in no way be taken to reflect the views of the European Union. For more information on Europe Aid, please visit