solution

Compare the selected cultural groups, including at least 4 of the following areas of customer needs and expectations

  • Service expectations
  • Appropriate Greetings
  • Expectations related to time

 

Order Now
SKU: assim64

LEARNING OUTCOMES

Develop a communication training manual for employees to enable them to effectively communicate with different cultural groups that are of importance to the New Zealand tourism industry.

 

EVIDENCE REQUIREMENTS

1.1 Summarises why the chosen cultural groups are of importance to the New Zealand tourism industry and compares key areas of customer needs and expectations.

 

1.2 Apply the standards specified within the External Communication Procedure to develop a communication training manual that provides clear guidance as to how to communicate effectively with two different cultural groups from key inbound tourist markets.

 

Assessment Task 1 (1.1)

Select two of the key inbound tourism markets listed below:

  • Australia
  • Singapore
  • China
  • India
  • USA
  • Indonesia
  • Brazil
  • Malaysia
  • Germany
  • Japan

 

A.Outline the importance of your chosen cultural groups to New Zealand tourism industry, including:

  • Visitor arrival statistics
  • Main customer types
  • Purpose of trips
  • Preferred activities while in New Zealand

provide your sources of information.

 

B.Compare the selected cultural groups, including at least 4 of the following areas of customer needs and expectations:

  • Service expectations
  • Appropriate Greetings
  • Expectations related to time
  • Communication styles
  • Any food and beverage expectation that might effect their experience
  • Language
  • Religion
  • Other relevant information

 

Assessment Task 2 (1.2)

Part A

Refer to the standards outlined in the External Communication Procedure relating to written communications and the above comparison of your selected cultural groups.

Explain any differences in procedures for the following written communication methods required by these cultural groups.

  • Emails
  • Letters
  • Online or hard copy forms
  • Written Social Media communications eg: facebook, twitter, blog posts

 

Part B

Provide standardised template for emails and letters to be used by front line staff to respond to enquiries from your selected cultural groups. Your template should include:

  • Layout, font style and size
  • Greeting/ Salutation
  • Level of formality to be used
  • Expected response time of staff member
  • Follow-up action
  • Signature

 

Assessment Task 3 (1.2)

Part A

Refer to the standards outlined in the External Communication Procedure relating to methods of verbal customer communications and the above comparison of your selected cultural groups.

 

Explain any differences in procedures for the following methods of verbal communication methods required by these cultural groups.

  • Face to face
  • Telephone

 

Part B

Provide standardised procedures to be used by front line staff when responding to telephone or face to face enquiries from your selected cultural groups. Your procedure should include:

  • Greeting
  • Level of formality to be used
  • Expected response time of staff member
  • Follow-up action
  • Appropriate close

 

Reviews

There are no reviews yet.

Be the first to review “Compare the selected cultural groups, including at least 4 of the following areas of customer needs and expectations”

Your email address will not be published. Required fields are marked *