IN PERSON: COMMUNICATION SKILLS

Communication is a complex world that encompasses every aspect of our life and society, including clearly the working environment. That’s why developing good skills in this field allows for greater adaptability to different contexts and easier interaction with a diverse universe of people.

Communication skills refer to the ability to convey information, ideas, thoughts and feelings to others effectively. In the tourism sector, strongly based on interpersonal relationship, good communication skills are essential for contact with customers, to understand their needs and preferences, and thus provide a quality service.

The first major categorization is between verbal and non-verbal language.

Verbal communication

involves the sharing and exchange of information between two or more individuals through the use of words.

It concerns the words that are pronounced, but also the tone, volume and intonation of voice. All verbal elements help to send and receive information effectively. 

Non-verbal

communication are those messages that are not conveyed by the voice: gestures, facial expressions, body movements, gaze, posture and the like.

The concept of communication skills includes various skills that allow the construction of relationships and the transfer of knowledge.

Among the most requested skills in the world of work are writing skills or the ability to write texts in a clear, concise, correct and versatile for different audiences and media, public speaking, or the ability to speak in public, active listening, that is, the ability to pay the utmost attention to the interlocutor and finally the empathy that allows you to establish an emotional relationship with the person with whom you interact.

Generally speaking, having good communication skills allows you to effectively manage some of a company’s daily activities. Being able to communicate in a precise, concise and correct way helps in fact to involve its employees in the achievement of specific objectives, manage meetings in a fruitful way and establish a positive contact with customers.

Here are some tips to improve the implement communication skills:

  1. Active Listening:

Paying close attention to what customers say helps them understand their needs, preferences or issues. This allows to provide customized solutions. In an objective sense, we need to extract information so that we can channel our efforts accordingly. Deadlines, role limits, budgets, and the ‘why, how, what’ of the tasks. But active listening encourages pleasant social interactions, which in turn increase our well-being. Baumeister & Leary, 1995).

  1. Verbal communication: Using a safe and friendly tone helps the serene interaction with the customer, it is important to speak simple and clear and articulate your thoughts effectively. At the end of a conversation it is useful to make a summary and to ask the interlocutor if there are misunderstandings to clarify. Also, giving others the opportunity to contribute to a speech allows you to consider multiple perspectives and different opinions.
  2. Non-verbal communication: Body language is fundamental, facial expressions and gestures must send the same message as words in order not to confuse the interlocutor. Keeping eye contact and using open and cozy positions puts each other at ease.

  3. Empathy and emotional intelligence: being aware of your emotions and those of customers allows you to manage them in the best way. Developing your emotional intelligence also involves setting goals and finding the right motivation to achieve them. 

  4. Language skills: In tourism know how to interact with people from different countries and cultures. Learning key phrases and greetings in the languages commonly spoken by target customers will immediately establish closeness and confidence.

  5. Written communication: Knowing how to write clear, concise and professional messages allows you to avoid unpleasant problems with customers and confusion in the workplace.

Key features for effective communication between the tourist enterprise and the customer:

the communication must be clear, direct and easy to understand: therefore avoid technical or specific terms that can put the customer in difficulty. Communicating information, instructions and expectations in a simple way ensures mutual understanding.

The agency is the point of reference of the tourist, where then know the needs, preferences and concerns of their customer. Active listening allows you to provide tailored solutions and effectively address any problems.

Timely responses are crucial in the tourism industry. Customers often have immediate questions or requests. The Agency should endeavour to respond promptly by providing updates or solutions.

maintain a professional tone and behavior in all interactions. Courtesy and respect in written and oral communication allows you to establish a relationship of trust and credibility with customers.

Customize the communication for each customer, taking into account the unique requirements of each person. This shows attention and care, making customers feel appreciated and improving their overall experience.

The information provided to the customer must always be accurate and honest. Notify in advance of any limitations, terms and conditions or potential challenges. This helps manage customer expectations and avoids misunderstandings.

Initiate proactive communication to keep customers informed about relevant updates, promotions, or changes that could impact their travel plans. Anticipate potential questions or concerns and address them in advance.

In the tourism industry, customers can come from different linguistic backgrounds. Having staff or resources with multilingual skills can facilitate effective communication and satisfy a wider range of customers.

understanding the emotions and concerns of the customer allows you to better manage complex situations such as complaints or unexpected interruptions of the journey. Empathic communication helps build trust and loyalty.

It is important to collect customer experience feedback and evaluate their service satisfaction. Listening actively to feedback and taking action to address issues and concerns demonstrates the agency’s commitment to continuous improvement.

By incorporating these features into communication practices, tourism companies will be able to establish strong relationships with their customers, provide quality service and promote traveller loyalty.

To improve your skills you can look for further online courses > here you find the courses of Harvard University for continuing education

 

A GOOD START...

One of the most complex situations for those who work in contact with a diverse clientele with multiple needs is the management of a serene communication, not conflictual, and that leads to the resolution of possible problems.

The beginning of a conversation plays a significant role in the trajectory of an entire discussion. In fact, most of the time, the outcome of a conversation can be predicted based on the first three minutes also known as the ‘start-up.’

A good start-up is not judgmental and is accompanied by gestures of openness. A positive start allows the interlocutor to build a situation in which you can also make criticism to the listener without putting the other on the defensive.

Raising an issue or complaining using criticism is an extremely harmful way of starting a conversation (hard start-up).  Recurring statements: “you” “always” “never”.

YOU

ALWAYS

NEVER

…

A soft start-up is to gently address potential conflicts so that the other person is more likely to listen. Use the first person, explain your concerns and describe what you need while being respectful, non-judgmental and courteous.

I

FEEL

NEED

…

STRUCTURING A SOFT – START UP:

I

FEEL

SITUATION

NEED

Start with yourself

Describe your own feelings

Describe the situation in the most neutral way possible

Explain what you need