Assessment Forms/Strategies, Facilitator Activities, Learner Activities, Lesson Purpose, Prior Knowledge Expectation. Lesson Plan for Grade 10 Tourism. Topic: Communication and Customer Care.

Assessment Forms/Strategies:
- Observation of learner participation in role-playing activities
- Written reflection on communication strategies used in customer service scenarios
- Peer evaluation of communication skills during group discussions

Facilitator Activities:
- Introduce the topic of communication and customer care in the tourism industry
- Facilitate group discussions on effective communication strategies
- Lead role-playing activities to practice customer service scenarios
- Provide feedback and guidance on communication skills

Learner Activities:
- Participate in group discussions on communication and customer care
- Engage in role-playing activities to practice communication skills in customer service scenarios
- Reflect on personal communication strengths and areas for improvement
- Collaborate with peers to evaluate and provide feedback on communication skills

Lesson Purpose:
The purpose of this lesson is to help students understand the importance of effective communication in the tourism industry and develop their customer service skills. By practicing communication strategies and customer care techniques, students will be better prepared to interact with customers and provide excellent service in a tourism-related job.

Prior Knowledge Expectation:
Students are expected to have a basic understanding of communication principles and customer service concepts. They should be familiar with the importance of clear and effective communication in a professional setting and have some experience interacting with customers or clients.

Lesson Plan: Grade 10 Tourism

Topic: Communication and Customer Care

Lesson Purpose:

- To develop students' understanding of the importance of communication and customer care in the tourism industry.
- To provide students with strategies and techniques for effective communication with customers.

Prior Knowledge Expectation:

- Basic understanding of tourism and hospitality concepts.
- Familiarity with different communication methods and channels.

Assessment Forms/Strategies:

- Class participation
- Role-play exercise
- Written assignment

Facilitator Activities:

- Introduction: Discuss the importance of communication and customer care in the tourism industry.
- Lecture: Provide an overview of effective communication techniques, including verbal, nonverbal, and written communication.
- Group Activity: Divide students into groups and assign each group a different communication scenario.
- Role-Play Exercise: Have students perform role-plays in their assigned scenarios, focusing on effective customer service techniques.
- Discussion: Debrief the role-plays and discuss the key elements of effective communication and customer care.

Learner Activities:

- Listen attentively to the lecture and discussions.
- Participate actively in group activities and class discussions.
- Prepare for and participate in role-play exercises.
- Analyze the role-plays and identify areas for improvement.
- Complete a written assignment that demonstrates their understanding of effective communication and customer care.

Lesson Plan Outline:

I. Introduction (10 minutes)
- Discussion of importance of communication and customer care in tourism

II. Lecture (20 minutes)
- Overview of effective communication techniques:
- Verbal communication
- Nonverbal communication
- Written communication

III. Group Activity (20 minutes)
- Assign scenarios and divide students into groups

IV. Role-Play Exercise (20 minutes)
- Students perform role-plays and practice effective communication skills

V. Debrief and Discussion (15 minutes)
- Analysis of role-plays and key elements of effective communication and customer care

VI. Wrap-Up (5 minutes)
- Review main points of the lesson
- Assign written assignment