TOUR JOB ASSIGNMENT ACCEPTANCE
旅游工作分配接受
*(C01-1/3) Communicate with customer
*(CO1-2/3) Identify tour job assignment
*(CO1-3/3) Confirm tour job assignment
*(CO1-3/3) Accept tour job assignment
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Communicate With Customer 与客人沟通 有关知识 (Communication Skill 沟通技巧)
Most of the time tour guide will spent time interact with customer.The
success of your interactions will depend on how you communicate with
them.
大部分时间导游都会花时间与客户互动。 互动的成功取决于与他们的沟通方式。
ⅰ Purpose of communicating with customer 主要是如何与客人沟通的目的
1.To inform, remind & advice 告知、提醒和建议
2.To clarify, and to avoid confusion and misunderstanding澄清，避免混淆和误解
3.To promote & to persuade推广和说服
4.To build relationship建立关系
5.To evaluate your service评估您的服务
👉About more details please refer details version 有关详细资料请浏览详细版
ⅱ The Code Of Ethics导游里的道德规则
导游是代表马来西亚的，也代表马来西亚人的形象，所以也必须遵守规则
A licensed tourist guide shall always be well-groomed, courteous, honest, trustworthy and dedicated.导游应时时刻刻注意自己的仪容仪表、礼貌、诚实、守信、敬业。A licensed tourist guide shall not use abuse language or be involved in any fights or squabbles with the tourists or any person under his care or with any other person at any time in the exercise of his duty导游在履行职责时不可使用辱骂性语言或与游客或任何人发生任何争吵A licensed tourist guide shall not bad-mouth or criticise his colleagues, any establishment or organization, the Government or its policies and campaigns or any other person in the exercise of his duty.导游不可诋毁或批评其他他的同事、任何机构或组织、政府或其政策和运动或任何其他在履行职责的人。A licensed tourist guide shall not be involved in any conduct or act which is prejudicial to the professional image of the tourism industry in Malaysia or to the image and good name of the country持牌导游不可以参与任何有损马来西亚旅游业专业形象或国家形象和良好声誉的行为或行为。A licensed tourist guide shall always safeguard his reputation and professional image as a licensed tourist guide.持牌导游应始终维护其作为持牌导游的声誉和职业形象。 ⅲ Tourism Industry Act 199 1992旅游业(旅游与旅行社业务)条例
简单来说就是旅游业该有的规则例如：开酒店或旅行社都必须由旅游局的批准也必须得到旅游局所颁发的执照拿到执照后才可以开始买配套。有关详细版本点击这里
ⅳ Categories of customer 客户类别
Mainly the tourist guide customer can be divided into 5 big main categories which is the travel agency, supplier, tourists, communities (include big company/ big corporation) and tour operator.导游客户主要可分为旅行社、供应商、游客、社区（包括上市公司/有限公司）和旅游策划者5大类。 有关详细版本点击这里
ⅴ Type of Communication tools such as 沟通方式的类别例如
作为导游，要与游客进行有效的沟通，您必须使用各种工具。这主要是因为您的目标受众是不同的—小团体或大团体。
- Facsimile machines传真机
- Smart Phone智能手机
- E-Mail电子邮件
- Telephone电话
- Microphone麦克风
ⅵ Communication Skills for Verbal,non verbal and written 口头、非口头和书面的沟通技巧
Verbal communication口头沟通
Verbal communication happens through the use of words. It must be understood that communicator has to depend on the language that has been designed, developed and propagated by humans. As a result, it suffers from a lot of limitations despite the fact that some languages of the world are very developed and
Verbal Communication, in turn, can be further divided in to two groups: • Oral Communication • Written Communication
口头交流是通过使用文字进行的。必须理解，传达者必须依赖于人类设计、开发和传播的语言。因此，尽管世界上的某些语言非常发达并且拥有大量词汇，但它仍受到很多限制。 反过来，口头交流可以进一步分为两组： 1)口头交流 2) 书面交流
Non verbal communication非口头交流
Non-verbal communication uses signs, signals, gestures, expressions and sounds. It is God-made language and, as a rule, should not suffer from any limitations excepting the fact that our knowledge about the language is limited by our lack of understanding
of nature‟s ways of communication! In common parlance, non-verbal communication is also called body language. As a rule, it does not lie or mislead unless someone has mastered the art of deceit or camouflaging. It is the richest language known. During the last few decades a lot of research has been done to identify and isolate all the signs, signals, gestures, expression and sounds among humans.
非语言交流使用符号、信号、手势、表情和声音。它是上帝创造的语言，通常不应受到任何限制，除非我们对语言的了解因缺乏理解而受到限制 大自然的交流方式！通俗地说，非语言交流也称为肢体语言。通常，除非有人掌握了欺骗或伪装的技巧，否则它不会说谎或误导。它是已知的最丰富的语言。在过去的几十年中，已经进行了大量研究来识别和分离所有 人类之间的符号、信号、手势、表情和声音。
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