PERSONALITY DEVELOPMENT

&
EFFECTIVE COMMUNICATION SKILLS

REGION 10
CONTINUING EDUCATION FOR
DOT ACCREDITED TOUR GUIDES
New Dawn Hotel
May 23, 2019

CONDUCTED BY:
JOANNA ALTOMONTE ABRERA
OBJECTIVES
Highlight the importance of effective
communication skills.
Learn and apply basic techniques in
social skills, personality projection &
guiding etiquette.
Share pointers & techniques for tourism
reception & handling different
communication styles & how to
apply these in guiding.
Deepen participants’ understanding &
appreciation of his/her role in the
tourism industry.
PERSONALITY refers to
individual differences in
characteristic patterns of
thinking, feeling and behaving.

The study of personality focuses

on two broad areas: One is
understanding individual
differences in particular
personality characteristics, such
as sociability or irritability.
The other is understanding how
the various parts of a person
come together as a whole.
(Encyclopedia of Psychology)
 PERSONALITY
Context is key
While our personalities (and self-
concepts) are fairly consistent across
time and place, some situations, by
their very structure, can change or
even altogether wipe out your
personality.
The setting and role you happen to
be playing affect what people think
of you.
(Psychology Today)
EFFECTIVE CUSTOMER SERVICE
Activities undertaken by the
service provider to
explore/understand and
then meet (EXCEED!) the
customers’ needs and
expectations, thereby
ensuring customer
satisfaction and loyalty.
EFFECTIVE CUSTOMER
SERVICE

Understanding the
essentials of WHO?
 UNDERSTANDING YOUR ROLE AS SERVICE PROVIDER

• Self/Corporate Image
• Information about Product/Service
• Knowledge
• Skills
• EFFECTIVE COMMUNICATION is ESSENTIAL
 YOU
Values/Attitudes

Skills
Manners
Communication Skills
Physical Appearance
 SELF / CORPORATE IMAGE

• Grooming
• Dress Style
• Fitness
• Posture
• Tone of Voice
• Eye Contact
• Social Manners / Etiquette
PROFESSIONAL IMAGE
PROFESSIONAL IMAGE
 KNOWING & UNDERSTANDING YOUR CLIENTS
•External or Internal
•Basic information (personal
data, origin etc.)
•Reasons for Travel
•Arrangements made/
expectations regarding service
•Types of customer personalities
(according to communication
style)
COMMUNICATION

(from Latin commūnicāre, meaning "to share") is the activity of

conveying information through the exchange of ideas,
feelings, intentions, attitudes, expectations, perceptions or
commands, as by speech, non-verbal gestures, writings,
behavior and possibly by other means such as
electromagnetic, chemical or physical phenomena and smell.
It is the meaningful exchange of information between two or
more participants.
Involves a sender, a receiver and the channel.
THE TWO WAY PROCESS OF COMMUNICATION

FEEDBACK

MESSAGE
FACTORS OF EFFECTIVE COMMUNICATION
 Improving and Developing
Effective Communication Skills
Communication is a two-way
process so improving
communication involves both how
we send and receive messages.
Consider that its impact is three-
fold:
•Verbal
•Vocal
•Non-verbal
 COMMUNICATION
1. VERBAL
language & vocabulary slang, jargon
(supposed impact: 7%)
2. VOCAL
accent, tone of voice, volume, speed & pitch
(supposed impact: 38%)
3. NON – VERBAL
Facial expression, body language, gestures, distance, posture, grooming
(supposed impact: 55%)
 NON VERBAL COMMUNICATION

•Body Movements (Kinesics)

•Posture
•Eye Contact
•Para-language (tone, pitch of voice, speed of
speech)
•Closeness or Personal Space (Proxemics)
•Facial Expressions
 NON VERBAL STROKES TO BUILD GOODWILL

• SMILE, EYE CONTACT

• NOD, SIGNS OF APPROVAL
• CLAP OR APPLAUSE
• SHAKING HANDS
• UNDIVIDED ATTENTION
• IMMEDIATE ATTENTION
• MOVING FORWARD IN ATTEMPT TO LISTEN
 PRESENTATION DELIVERY TECHNIQUES

• Tone of voice is not too loud or too weak, just right

• Quality of word pronunciation is clear and distinct
• Vary voice speed and pitch for emphasis
• Engage the clients/visitors through eye contact
• Show positive rapport by smiling and being friendly
• Clearly explain, reason convincingly
• Poise and stance should show good body language & confidence
• Be properly attired for the type of activity
Tips to develop personality and communication skills
 KNOW YOURSELF

Awareness is key.
Observe, understand &
analyze your own traits,
strengths, weaknesses &
areas for improvement.
 Meet & interact with new people
It expands your horizons and
exposes you to a larger
number of things. You get an
opportunity to know more
about other cultures and
lifestyles and it significantly
has a positive effect on your
own personality.
 THE IMPORTANCE OF GREETINGS & THE USE OF NAMES

• Recognition
• Trust
• Rapport
• Self-Esteem
 Be Positive

• Observe proper grooming

• Observe cleanliness and tidiness
• Be courteous and polite
• Anticipate timing --- be more than just prompt
• Remember to have a sincere smile & make eye contact
• Watch your posture, poise and facial expressions --- non-verbal cues
are of great significance and can convey more than actual words.
 Maintain a Positive Attitude

• Do your best to be friendly, upbeat and positive with other

people.
• Maintain a cheerful attitude: when things do not go to plan,
stay optimistic and learn from your mistakes.
• If you smile often and stay cheerful, people are more likely
to respond positively to you.
• KNOW & REMEMBER YOUR SOURCES OF JOY 
 Be Encouraging
• Offer words and actions of encouragement, as well as praise, to
others.
• Make other people feel welcome, wanted, valued and appreciated in
your communications. If you let others know that they are valued, they
are much more likely to give you their best.
• Try to ensure that everyone involved in an interaction or communication
is included through effective body language and the use of open
questions.
• Do not monopolize the conversation or focus too much on yourself
 Be Aware of Other People’s Emotions: Develop
Empathy

EMPATHY is trying to see things from the point-of-view of others.

•When communicating with others, try not to be judgmental or biased by
preconceived ideas or beliefs.
•View situations and responses from the other person’s perspective.
•Stay in tune with your own emotions to help enable you to understand the
emotions of others.
 Learn to Listen
Listening is not the same as hearing ---
•Learn to listen not only to the words being spoken but how they are
being spoken and the non-verbal messages sent with them.
•Use the techniques of clarification and reflection to confirm what the
other person has said and avoid any confusion.
•Try not to think about what to say next whilst listening; instead focus on
the message being received.
 ACTIVE LISTENING

In active listening, we are genuinely interested in understanding

what the other person is saying, thinking, and feeling.
Active or reflective listening is distinguished from Attentive
Listening in that we actively check out our understanding of
what the respondent wants to convey, usually by restating or
paraphrasing their message.
 Three Types of Active Listening
(as employed in sales/customer service)

• PARROTING
Simply repeating what is said by the other
person
• PARAPHRASING
Repeat what the other has said, using your own
words
• FEELING FEEDBACK (REFLECTING)
Paraphrase and include a statement which
refers to an expressed or stated feeling
 ACTIVE LISTENING to ADDRESS CUSTOMER CONCERNS

STEPS:
•REMAIN CALM
•Use ENCOURAGING RESPONSES

ACTIVE LISTENING SKILLS:

• Check FEELINGS
• Clarify FACTS
• SUMMARIZE
 IS THERE A PROBLEM?
DEAL WITH FEELINGS
DEAL WITH THE PROBLEM
• Clarify
• Propose a Plan of Action
• Come to an Agreement
• Follow Through / Move on Action Points
 Attempt to Resolve Conflict
• Troubleshoot and resolve problems and conflicts as they arise.
• Be an effective mediator and negotiator.
• Use your listening skills to understand both sides of any
argument.
• Encourage and facilitate the process of people talking to
each other.
• Do not be biased or judgmental but instead ease the way for
conflict resolution.
COMMUNICATION STYLES
Belief: Hands: Held together,
You’re okay, I’m not fidgety or clammy

Has no opinion other than that the Posture: Makes body

other person/s are always more smaller --- tends to be
important, so it doesn’t matter stooped, leaning,
what they think anyway hunched shoulders

Eyes: Avoids eye Consequences:

contact, looks down, Gives in to others; doesn’t get what
often teary-eyed or he/she wants or needs
pleading Has self-critical thoughts
 For PASSIVE GUESTS

• Watch for non-verbal clues

• Ask if there is something wrong?
• Coax the guest
• Make them feel comfortable
• Thank the guest sincerely
• Follow-up
Belief:
I’m okay, you’re not
Believe they are entitled to have
things done their way, the way
they want it to be done, because
they are right, & others (and the
needs of others) are less
important
Hands: Pointing fingers,
Making fists
Clenched hands; hands on hips
Posture: Makes body
bigger --- tends to be
very upright, head held
high, shoulders out; hands
on hips, feet apart

Eyes: Narrow, Consequences:

Emotion-less Makes enemies;
Staring/glaring Upsets others and self;
Expressionless Feels angry and resentful
 For AGGRESSIVE GUESTS
• Remain calm
• Give encouraging responses
• Use active listening
• Thank the guest sincerely
• Follow-up
Belief: Hands:
I’m okay and you’re okay Open
Friendly
Believes or acts as if all the individuals Appropriate gestures
involved are equal,
Each deserving of respect and no
Posture:
more entitled than the other to have
Relaxed
things done their way
Open
Welcoming
Eyes:
Warm, Welcoming Consequences:
Friendly Good relationships with others
Comfortable eye Happy with outcome
contact Willing to cooperate and
compromise
 Constructive/assertive communication style

• Opinions and feelings are clearly stated, and individual rights and
needs are firmly advocated without violating the rights of others.

• Belief and behavior patterns: individuals who value themselves, their

time, and their emotional, spiritual and physical needs and are strong
advocates for themselves while being very respectful of the rights of
others.
 For CONSTRUCTIVE/ASSERTIVE GUESTS

• Listen and Acknowledge

• Thank Sincerely
• Follow-up
BARRIERS TO EFFECTIVE COMMUNICATION
 1. LACK OF CLARITY

• Speech handicaps
• Poor vocabulary
• Wrong choice of words
• Poor grammar
• Poor pronunciation and diction
 LACK OF CLARITY
(CONTINUED)

• Not audible enough

• Too fast / too slow pacing
• Misleading communication
• Disorganized presentation
• Lack of emphasis
• Inability to check for understanding
 2. PROBLEMS OF PERCEPTION

• Non-listening; inattentiveness
• Distractions
• Inability to validate or confirm messages
• Poor comprehension
• Memory problem
• Biases and prejudices
 3. PROBLEM CHANNEL

• Passing on messages to several people makes it

susceptible to distortion
• Wrong channel
• Too many channels causing distortions
 4. SPEAKER'S LACK OF CREDIBILITY

• Sender does not speak with authority

• Stammering, not spontaneous
• Not convincing, lack supporting evidences
• Questionable reputation
• Message is irrelevant; can not relate to receiver
• Delivery is not stimulating
 5. INAPPROPRIATE COMMUNICATION STYLE

• Passive or aggressive style

• Devoid of tact and sensitivity
• Non-verbal cues that carry hidden messages which
may breed resentment or may antagonize receiver
• Ex.: frowning face, furrowed eyebrows
 QUALITIES OF AN EFFECTIVE TOURISM FRONT LINER
Love of country / Pride of Place

Sociability

Open-mindedness

Good communication skills

Punctuality
Cultural Sensitivity

Tact / Diplomacy

Patience

Assertiveness

Honesty
Resourcefulness

Self- confidence

Sense of humor

Enthusiasm

Proper Decorum
Fairness in treatment

Good health

Reasonability

Humility & politeness

 DUTIES & RESPONSIBILITIES
OF TOURISM FRONT LINERS
Provide information & explanations honestly & without
prejudice;
Ensure factual presentation: distinguish truth from stories,
legends, traditions;
Act fairly & reasonably in all dealings with colleagues &
co-workers;
Always act with tact and diplomacy in dealing with
guests & partners
Always report for duty healthy & positive
Never take advantage of tourists’ ignorance
Never allow yourself to be used by unscrupulous
organizations who want to take advantage of the tourists
Use common sense & be honest --- do not be afraid to
say “ I don’t know… I will check…” etc. when necessary
Weave a few personal accounts /anecdotes into the
narrative but do not overly-focus on yourself to the
detriment of the actual guiding experience.
Ensure guests’ safety, warn them on:

•Food and drinks that might not suit their digestive

system or cause some allergies
•Elevation for those with vertigo and fear of height
•Areas of high traffic, blind corners
•Presence of pickpockets in crowded areas
Protect the reputation of tourism by making
every assignment a treat, with respect to the
environment, wildlife, sights & monuments, local
customs & traditions
Act responsibly as representative of the
country and the people : remember that you
are almost like an ambassador for the country.
 THE TEN COMMANDMENTS
OF
GUEST RECEPTION / GUIDING
SMILE SINCERELY
DRESS PROPERLY
BE PUNCTUAL & AWARE OF TIME
BE PATIENT
BE READY / PREPARED & PROACTIVE
BE FRIENDLY & COURTEOUS
BE HONEST & SINCERE
STUDY YOUR PEOPLE
PROTECT OTHER SUPPLIERS
BE UNDERSTANDING & ASSERTIVE / FIRM
How to C.A.R.E. for clients/guests
Credible.
People must believe in your product/ service; your customer service policies & procedures; your
performance efforts & those of your staff.

Accesible.
Be easily available, particularly when clients are upset about something.

Reliable.
You must do what you say you will do at the time you say you will do it. Get it right, get it done on
time, and then check with the customer to ensure satisfaction.

Excellent.
Strive for excellence all the time. Clients believe that they themselves are important & excellent,
and want to deal with people who are also excellent.