Creating links with the workplace towards which they are teaching. Homework given: Task/Assignment/Practical? Lesson Plan for Grade 10 Tourism. Topic: Communication and Customer Care.

Lesson Plan:

Grade: 10
Subject: Tourism
Topic: Communication and Customer Care

Objective:
- Students will understand the importance of effective communication and customer care in the tourism industry.
- Students will be able to demonstrate good communication skills and customer service techniques.

Materials Needed:
- Whiteboard and markers
- Handouts with scenarios for role-playing activities
- Computer and projector for video examples

Lesson Outline:
1. Introduction (10 minutes)
- Begin the lesson by discussing the importance of communication and customer care in the tourism industry.
- Show a short video clip of a positive customer service experience in a hotel or restaurant.

2. Communication Skills (20 minutes)
- Discuss the key elements of effective communication, such as active listening, clear speaking, and non-verbal communication.
- Have students participate in a role-playing activity where they practice using these communication skills in a customer service scenario.

3. Customer Care Techniques (20 minutes)
- Introduce different customer care techniques, such as empathy, problem-solving, and conflict resolution.
- Show examples of good and bad customer service interactions and discuss what could have been done differently.

4. Group Activity (20 minutes)
- Divide students into small groups and give them a scenario where they must come up with a plan to handle a difficult customer situation.
- Each group will present their plan to the class and receive feedback on their approach.

5. Conclusion (10 minutes)
- Review the key points of the lesson and emphasize the importance of good communication and customer care in the tourism industry.
- Assign homework that requires students to research a specific tourism workplace and identify how communication and customer care are important in that setting.

Homework Assignment:
- Research a specific tourism workplace (e.g. hotel, travel agency, restaurant) and write a short report on how effective communication and customer care are essential to the success of that business.
- Include examples of good and bad customer service experiences and explain how they impact the overall customer satisfaction and reputation of the business.

By incorporating real-world examples and practical activities, students will be able to see the direct connection between the concepts they are learning in the classroom and the skills they will need in the workplace.

Workplace Link

- Partner with a local hotel or tourism agency to provide students with real-world experience in communication and customer care.

Homework Assignments

Task

Students will create a communication plan for a specific tourism destination. The plan should include strategies for communicating with target audiences, as well as a budget and timeline.

Assignment

Students will write a report on the communication strategies used by a successful tourism business in their community. The report should include an analysis of the effectiveness of the strategies and recommendations for improvement.

Practical

Students will role-play different customer service scenarios in pairs or small groups. They will focus on developing their verbal and non-verbal communication skills, as well as their ability to handle difficult situations.

Lesson Plan for Grade 10 Tourism

Topic: Communication and Customer Care

Objectives:

- Students will understand the importance of effective communication in the tourism industry.
- Students will develop their verbal and non-verbal communication skills.
- Students will learn how to handle difficult customer service situations.

Materials:

- Whiteboard or chart paper
- Markers
- Communication scenarios

Procedure:

1. Introduction (10 minutes)

- Begin by asking students to share their experiences with communication in the tourism industry.
- Define communication and explain its importance in tourism.

2. Verbal Communication (20 minutes)

- Discuss the different types of verbal communication, such as greeting, listening, and providing information.
- Practice verbal communication skills through role-playing exercises.

3. Non-Verbal Communication (20 minutes)

- Explain the importance of non-verbal communication, such as body language, facial expressions, and eye contact.
- Practice non-verbal communication skills through role-playing exercises.

4. Customer Service (20 minutes)

- Discuss the principles of good customer service, such as being friendly, helpful, and professional.
- Practice handling difficult customer service situations through role-playing exercises.

5. Wrap-Up (10 minutes)

- Review the key points of the lesson.
- Assign homework.
- Answer any questions.