Grade 10 Tourism Lesson Plan Topic: Communication and Customer Care. Creating links with the workplace where they teach. Homework given: task/assignment

Objective: Students will understand the importance of effective communication and customer care in the tourism industry and how to apply these skills in a workplace setting.

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

Lesson Plan:

1. Introduction (10 minutes):
- Begin the lesson by discussing the importance of communication and customer care in the tourism industry.
- Ask students to share their own experiences with good and bad customer service.

2. Communication in the Tourism Industry (15 minutes):
- Define effective communication and discuss its importance in the tourism industry.
- Discuss different forms of communication (verbal, non-verbal, written) and how they can be used in a tourism workplace.

3. Customer Care in the Tourism Industry (15 minutes):
- Define customer care and discuss its importance in the tourism industry.
- Discuss the impact of good customer care on a business and how it can lead to customer loyalty.

4. Role-Playing Activities (20 minutes):
- Divide the class into pairs and give each pair a scenario related to communication and customer care in a tourism workplace.
- Have students role-play the scenarios and then discuss as a class what went well and what could be improved.

5. Video Examples (10 minutes):
- Show students video examples of good and bad customer service in the tourism industry.
- Discuss with the class what they observed and how it could have been handled differently.

6. Creating Links with the Workplace (10 minutes):
- Discuss with students how they can apply the skills of communication and customer care in a workplace setting.
- Encourage students to think about how they can improve their own communication and customer care skills in their future careers.

Homework Assignment:
- Task: Students are to visit a local tourism business and observe the communication and customer care practices of the employees. They are to write a reflection on their observations and discuss how they could apply these practices in their own future careers.

Assessment:
- Students will be assessed on their participation in class discussions, role-playing activities, and their homework assignment reflection.

Lesson Plan

Subject: Tourism

Grade Level: 10

Topic: Communication and Customer Care

Learning Objectives:

- Students will understand the importance of effective communication in the tourism industry.
- Students will learn strategies for providing excellent customer care.
- Students will establish connections with tourism businesses in the workplace.

Materials:

- Whiteboard or projector
- Markers or pens
- Handouts
- Computer and internet access

Procedure:

1. Introduction (15 minutes)

- Begin by asking students about their experiences interacting with tourism businesses.
- Discuss the importance of communication and customer care in the hospitality industry.
- Explain the learning objectives for the lesson.

2. Communication in Tourism (30 minutes)

- Types of communication in tourism: verbal, nonverbal, written
- Barriers to effective communication: language, cultural differences
- Strategies for overcoming communication barriers: active listening, empathy, paraphrasing

3. Customer Care (30 minutes)

- Principles of customer care: empathy, problem-solving, exceeding expectations
- Techniques for providing excellent customer care: personalization, attentiveness, follow-up
- Handling difficult customers: staying calm, listening actively, apologizing when necessary

4. Workplace Connection (30 minutes)

- Invite a guest speaker from a local tourism business to share their insights on communication and customer care.
- Ask students to prepare questions in advance.
- Facilitate a discussion between the guest speaker and students.

5. Homework Assignment (5 minutes)

- Assign a task to students to apply the concepts learned in class.
- Options:
- Write a script for a customer service phone call.
- Create a customer care plan for a specific tourism business.

Assessment:

- Participation in class activities
- Quality of homework assignment

Differentiation:

- For struggling students, provide additional support during communication activities.
- For advanced students, challenge them with more complex customer care scenarios.