Content area, context. Evidence of expanded opportunities (enrichment and extension): Lesson Plan for Grade 10 Tourism. Topic: Communication and Customer Care.

Content Area: Tourism

Context: Grade 10 students studying tourism as part of their curriculum.

Lesson Objective: Students will understand the importance of effective communication and customer care in the tourism industry.

Materials Needed: Whiteboard, markers, handouts with scenarios, role-play cards.

Lesson Plan:

1. Introduction (10 minutes)
- Begin by discussing the importance of communication and customer care in the tourism industry.
- Ask students to share their own experiences as customers and how they felt when they received good or bad customer service.

2. Communication Skills (20 minutes)
- Explain the different types of communication skills needed in the tourism industry, such as verbal, non-verbal, and written communication.
- Have students participate in a role-play activity where they practice using these communication skills in various scenarios.

3. Customer Care (20 minutes)
- Discuss the importance of providing excellent customer care in the tourism industry.
- Show examples of good and bad customer care in the form of videos or case studies.
- Have students brainstorm ways to improve customer care in a tourism setting.

4. Group Activity (20 minutes)
- Divide students into small groups and give each group a scenario related to communication and customer care in the tourism industry.
- Have students come up with a plan on how to handle the scenario effectively, considering both communication skills and customer care.

5. Conclusion (10 minutes)
- Have each group present their plan to the class and discuss the strengths and weaknesses of each approach.
- Summarize the importance of effective communication and customer care in the tourism industry and how it can lead to expanded opportunities for businesses and employees.

Evidence of Expanded Opportunities:
- By understanding and practicing effective communication and customer care skills, students will be better prepared for future careers in the tourism industry.
- These skills can lead to expanded opportunities for students to work in various roles within the industry, such as customer service representatives, tour guides, or hotel managers.
- Students who excel in communication and customer care may also have the opportunity to advance in their careers and take on leadership roles within tourism businesses.

Lesson Plan

Subject: Tourism

Grade Level: 10

Topic: Communication and Customer Care

Objectives:

- Students will be able to define communication and customer care.
- Students will be able to identify the different types of communication and customer care.
- Students will be able to apply communication and customer care strategies in a tourism setting.

Materials:

- Whiteboard or chart paper
- Markers
- Handouts on communication and customer care
- Case studies or scenarios
- Role-playing materials

Procedure:

1. Introduction (5 minutes)

- Begin by asking students what they think of when they hear the terms "communication" and "customer care."
- Write their responses on the whiteboard or chart paper.

2. Definition and Types (10 minutes)

- Define communication as the process of conveying information between two or more parties.
- Define customer care as the process of providing excellent service to customers and meeting their needs.
- Discuss the different types of communication (verbal, nonverbal, written) and customer care (front-line, back-office, online).

3. Application in Tourism (15 minutes)

- Explain how communication and customer care are essential in the tourism industry.
- Discuss examples of how communication and customer care can improve the customer experience, such as:
- Greeting customers warmly and attentively
- Providing clear and accurate information
- Resolving complaints effectively
- Going the extra mile to meet customer needs

4. Case Studies or Scenarios (15 minutes)

- Provide students with case studies or scenarios that require them to apply communication and customer care strategies.
- Have students work in groups to analyze the scenarios and develop solutions.
- Facilitate a discussion on the solutions and the reasons behind them.

5. Role-Playing (10 minutes)

- Divide students into pairs.
- Give each pair a role-playing scenario that involves providing customer care in a tourism setting.
- Have the students role-play the scenarios and then discuss the effectiveness of their communication and customer care strategies.

6. Assessment (5 minutes)

- Have students complete a short quiz or reflection activity to assess their understanding of communication and customer care.

Expanded Opportunities (Enrichment and Extension):

- Enrichment: Have students research different communication and customer care techniques used in the tourism industry. They can present their findings to the class.
- Extension: Have students create a customer care plan for a specific tourism business. The plan should include strategies for handling different types of customer interactions and complaints.