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Seminar 5
Units 2-5
Unit 2
 Begin Final Project
 Research for final project
 Keep notes from research in a Capstone folder
Communication
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We communicate every day using various forms to get
our message across to another person or groups of
people.
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Forms of Communication
 Letter,
 Email,
 Fax,
 Face-to face
 Telephone
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How We Communicate
Ninety-seven percent of face-to-face
communication is through body language
(55%) and voice inflection (38%). Only 3 %
is actually from the words spoken.
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Body Language
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We look for clues in body language such as
 Nodding of the head,
 Hand and arm movements,
 Posture, and
 Facial expressions.
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Through the
telephone about 70%
of communication is
through voice
inflection with only
30% from words.
Words
Voice Inflection
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In written communication you lose both body
language and voice inflection so the actual words
must convey the message accurately and
professionally.
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Advantages of each
 Telephone – speed of communication
 Letter- more professional and is a written document
 Email- Speed of casual communication; can be sent to
a group at one time.
 Fax- Speed of written documentation.
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Methods of Communication
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Telephone
You can use the telephone every day for internal and
external customers.
Who are internal and external customers?
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 External customer-people who you have telephone
contact with outside of your organization.
 Internal customer-employees who work for your
organization.
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Listening Skills
The communicator must depend on listening
skills, ability to respond
effectively, and voice inflection.
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 Listening to customers shows you care about and
respect their questions and concerns.
 Listening requires one person (you) to stop
talking and to hear what the other speaker (the
customer) is saying.
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How can you let your guests know that you are
listening and understanding what
he or she is saying?
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A good listener:





Conveys sincerity.
Doesn’t interject his or her own thoughts.
Doesn’t finish the sentence for the speaker.
Paraphrases what was said.
Shares positive comments.
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Tone must be appropriate for
telephone communication
Avoid unpleasant voice characteristics….
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Avoid tones or voice that is:
 Whining
 Complaining
 Loud, grating voice
 High/low-pitched
 Mumbling
 Nagging tone
 Talking too fast
 Squeaky voice
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The voice should be in a low pitch with
clear words, no slurring.
On the phone you might have to speak a bit louder
but again no shouting
into the phone.
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A voice can reveal some very important
characteristics about the person you
are.
 Level of job satisfaction.
 Attitude.
 Gender.
 Education.
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 Knowledge level.
 Confidence.
 The speed that you
work or react.
 Energy level.
 Mood.
 Status.
 Part of the country you
are from.
 Your personality.
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Written Communication.
 Business letters
 Email
 Fax
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Advantage of a Letter
The business letter is the best form for
 accuracy,
 documentation and
 professionalism.
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 A letter can document changes and become a
record of agreement,
 Explain or confirm arrangements,
 Advise the client of important deadlines for
payments, visa requirements or other pertinent
info.
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 A letter can request a refund and make sure the
company receives it. Emails can be *lost* and
faxes can get into the wrong hands too.
 A letter can also be a thank you for a reservation
or welcome home or,
 Promote sales
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Important Consideration or Guidelines
for Writing a Letter
 Be concise; limit to one page if possible; 300- 400
words should be more than enough in many
cases.
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 Keep sentences short; less than 17 words; no run-
on sentences.
 Paragraphs should be short, indented 5 spaces but
is acceptable to have left justified. If left
justifying all lines than double-space between
paragraphs for easier reading.
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 Use active verbs (We have confirmed) and
avoid jargon or slang.
 Use the first person, (I, we) and simple
straight forward language.
 Follow a standard business letter format and
use the recipient’s name (Mr. Jones).
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Most important is to make sure spelling,
punctuation, and grammar are correct. This will
really detract from professionalism if not correct.
Dear Mr. Smith,
You trvael documents wil
bee readdy soon.
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Email Communication
 For interoffice communication.
 For nonessential bits of information.
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I suggest to follow up an email or telephone
with a fax or a letter if the document is needed
immediately. Either will be written proof of a
verbal or email that can get lost.
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Guidelines for an Email
 Be sure to include a meaningful, brief subject
line.
 Be concise.
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 Follow online netiquette such as no capital letters
indicating shouting.
 Avoid jargon, acronyms and emoticons such as
smiley faces or  for a professional
communication.
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 Use attachments for lengthy information rather than
the message box. The reader can open it at their
leisure.
 Proofread and watch for clarity of the message, tone
and PUGS (punctuation, usage of words, grammar and
spelling.)
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 Use plain text format as all email formats
support plain text. Use standard style font and
size such as Times New Roman 12. Definitely
no smaller than size 10.
 Be professional even if interoffice. There is a
record of emails and the company has a right
to view and monitor emails.
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Four Methods of Interoffice
Communication
 GDS (global distribution system) once known as a
computer reservation system allows people to
place messages, instructions or reminders, in the
systems for others.
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 E-memos is using an email format to send
information to many at one time in the office.
This is often the best way to impart information.
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 Manuals provide the employees with company
policy and procedures to offer consistent service
to customers, eases training, and allows for
fairness to all employees.
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UNIT 3
The Capstone Portfolio
Include:
Resume
Hospitality and Travel and Tourism Scenarios
Alaskan Itinerary
WORD format required, APA style
Remember title your documents
Please read the assignments carefully as
some weeks require you to submit a paper to
the drop box. (See Unit 4)
Trends
 What are some tourism trends?
 Are there environmental as well as economic
concerns?
 Does the cost of visiting a certain country influence
travel trends?
 In 2009, people didn’t necessarily travel less, they
traveled differently.
 Staycations; relax at home or take day trips.
 Solidays; spend holidays at home.
 Online travel will only become more popular
Unit 4
Critical thinking
Travel Smarts Test
Travel Itinerary
Critical Thinking
 Critical thinking is thinking that goes beyond the
basic recall of information. It focuses on important or
critical aspects of information.
IT MEANS ASKING QUESTIONS.
 You take in information, question it, and use it to
create new ideas, solve problems, make decisions,
construct arguments, make plans, and refine your view
of the world.
 Too often we hear information and assume it is valid
when questions do come to mind. It could be as
simple as clarification on an issue or an issue or
problem that you disagree with.
There are six most important criticalthinking processes.
 problem solving
 making decision
 constructing and evaluating arguments
 thinking logically
 recognizing perspectives
 planning strategically
UNIT 5
Debate posted in separate discussion
thread/assignment.
Proponent for one side only.
APA Style, Cover Page, References to validate your
stand.
Written Assignment: 60 points
Show me your best work!
What Needs to be Addressed in the
Written Assignment?
Ethics
Legal Aspects
What solution do you propose?
Ethical Issues in Hospitality
 Environmental issues
 Discrimination
 Sexual harassment
 AIDS in the workplace
 Advertising claims
 Truth-in-menu laws
 Other issues
Three Ethical Questions
 Is it legal?
 Is it balanced?
 How will it make me feel about
myself?
Questions?
Comments?
Concerns?
Next Seminar
Unit 8
See you there!