Grade 10 Tourism Lesson Plan Topic: Communication and Customer Care Context, Lesson Purpose, Proposed Resources, Prior Knowledge Expectations, Facilitator Activities, Learners' Activities

Context: In the tourism industry, effective communication and customer care are essential skills for providing excellent service to guests and ensuring their satisfaction. This lesson will focus on the importance of clear communication and positive interactions with customers in the tourism sector.

Lesson Purpose: By the end of this lesson, students will understand the importance of effective communication and customer care in the tourism industry, and will be able to demonstrate these skills in a role-playing activity.

Proposed Resources: PowerPoint presentation, handouts, role-playing scenarios, whiteboard/markers

Prior Knowledge Expectations: Students should have a basic understanding of the tourism industry and the importance of customer service.

Facilitator Activities:
1. Introduce the topic of communication and customer care in the tourism industry.
2. Discuss the importance of clear communication, active listening, and positive interactions with customers.
3. Present examples of good and bad communication/customer care practices in the tourism sector.
4. Engage students in a discussion about the impact of effective communication on customer satisfaction and loyalty.
5. Introduce role-playing scenarios for students to practice their communication and customer care skills.
6. Provide feedback and guidance during the role-playing activity.

Learners' Activities:
1. Listen to the facilitator's presentation on communication and customer care in the tourism industry.
2. Participate in discussions about the importance of effective communication and positive interactions with customers.
3. Analyze examples of good and bad communication/customer care practices in the tourism sector.
4. Engage in role-playing scenarios to practice their communication and customer care skills.
5. Receive feedback from the facilitator and reflect on their performance in the role-playing activity.

Lesson Plan: Communication and Customer Care

Grade Level: 10 Tourism

Subject: Tourism

Context:

- The tourism industry heavily relies on effective communication and customer care.
- Customers expect high-quality service, responsiveness, and a positive experience throughout their interactions.

Lesson Purpose:

- To develop students' understanding of the importance of communication and customer care in tourism.
- To provide practical skills and strategies for effective communication and customer engagement.

Proposed Resources:

- Textbook or online modules on communication and customer care
- Case studies or real-world examples
- Role-playing scenarios
- Feedback forms

Prior Knowledge Expectations:

- Basic concepts of communication
- Principles of customer service

Facilitator Activities:

- Introduction (10 min):
- Discuss the importance of communication and customer care in tourism.
- Share industry data or case studies demonstrating the impact of positive and negative customer experiences.
- Communication Strategies (20 min):
- Explain different types of communication channels in tourism (e.g., verbal, non-verbal, written).
- Discuss best practices for effective communication in each channel.
- Provide opportunities for students to practice (e.g., role-playing).
- Customer Care Essentials (25 min):
- Define customer care and its components (e.g., empathy, responsiveness, problem-solving).
- Discuss common customer care scenarios and strategies for resolving them positively.
- Analyze case studies to identify areas for improvement in customer care.
- Role-Playing and Feedback (20 min):
- Divide students into groups and assign them customer care scenario role-plays.
- Guide students through the role-plays, providing feedback on communication and customer care skills.
- Use feedback forms to collect student insights on their performance.
- Assessment and Closure (5 min):
- Summarize key concepts covered in the lesson.
- Assign homework or a project related to communication and customer care in tourism.

Learners' Activities:

- Active Listening: Pay attention to the facilitator and peers during discussions.
- Participation: Engage in group discussions and role-playing exercises.
- Analysis: Identify best practices and areas for improvement in communication and customer care.
- Critical Thinking: Apply customer care principles to real-world scenarios.
- Feedback: Provide constructive feedback to peers and accept feedback on their own performance.