Grade 10 Tourism Lesson Plan Topic: Communication and Customer Care Context, Assessment Form Strategies, Evidence of Expanded Opportunities.

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

Context:
Effective communication and customer care are essential skills for anyone working in the tourism industry. Whether interacting with guests, colleagues, or other stakeholders, clear and respectful communication is key to providing excellent customer service.

Assessment Form Strategies:
1. Pre-assessment: Ask students to brainstorm examples of good and bad customer service experiences they have had. Discuss as a class and identify key elements of effective customer care.
2. Formative assessment: Have students role-play common customer service scenarios, such as handling a complaint or providing information to a guest. Provide feedback on their communication skills and customer care techniques.
3. Summative assessment: Have students create a customer service training manual for a specific tourism industry sector, such as hotels or tour operators. Evaluate their understanding of effective communication and customer care principles.

Evidence of Expanded Opportunities:
1. Job opportunities: Students who demonstrate strong communication and customer care skills may be more likely to secure employment in the tourism industry, where these skills are highly valued.
2. Further education: Students interested in pursuing a career in tourism management or hospitality may choose to study related courses at the post-secondary level, where they can further develop their communication and customer care skills.
3. Professional development: Continuing education and training opportunities in communication and customer care are available for individuals already working in the tourism industry, allowing them to enhance their skills and advance their careers.

Lesson Plan

Subject: Tourism

Grade: 10

Topic: Communication and Customer Care

Objectives:

- Students will be able to define communication and identify its key elements.
- Students will be able to identify different types of communication in a tourism setting.
- Students will be able to practice effective communication skills in a role-playing scenario.

Materials:

- Whiteboard or projector
- Markers or pens
- Paper
- Role-playing cards

Procedure:

Introduction (15 minutes)

- Begin by asking students to share their thoughts on what communication is.
- Guide students to define communication as the act of conveying information, ideas, and feelings between two or more people.
- Explain that communication is an essential skill in the tourism industry, as it allows tourism professionals to interact effectively with guests.

Types of Communication (20 minutes)

- Discuss the different types of communication that occur in a tourism setting, such as:
- Verbal communication (spoken language)
- Nonverbal communication (body language, gestures)
- Written communication (emails, brochures)
- Electronic communication (phone calls, text messages)
- Provide examples of each type of communication and its importance in tourism.

Effective Communication Skills (15 minutes)

- Explain the key elements of effective communication:
- Clarity
- Conciseness
- Accuracy
- Appropriateness
- Provide tips for improving communication skills, such as:
- Active listening
- Using "I" statements
- Avoiding jargon and slang

Role-Playing Activity (20 minutes)

- Divide students into pairs.
- Provide each pair with a role-playing card that describes a common tourism scenario (e.g., checking in a guest, providing tour information).
- Have students read the cards and practice their communication skills in the role-playing scenarios.

Assessment:

- Formative Assessment: Observe students during the role-playing activity to assess their communication skills.
- Summative Assessment: Collect the role-playing scenarios and have students submit a reflection on their communication performance.

Strategies for Differentiation:

- For struggling students: Provide additional support during the role-playing activity.
- For advanced students: Challenge them to develop creative solutions for improving communication in a tourism setting.

Evidence of Expanded Opportunities:

- Students can apply their communication skills in a variety of tourism-related activities, such as:
- Greeting and assisting guests
- Providing tour information
- Handling reservations and inquiries
- By developing strong communication skills, students will be better prepared for success in the tourism industry.