Training course details – Welcome International

Welcome International helps participants to communicate successfully and provide an exceptional customer service experience to international visitors and UK residents from different ethnic, cultural and linguistic backgrounds.

You will look at:

the international tourism industry
how to communicate effectively
how to greet visitors in their own language
identify cultural expectations

The one-day course brings you inspiring presentation by our experienced facilitators, valuable tips and the opportunity for group discussion and individual action planning.

The course is aimed at instilling a good understanding of how to provide a world class welcome to visitors from key international markets.

Welcome International covers:

1. Introduction
The importance of overseas visitors to the tourism industry

2. The international tourism industry
Key factors influencing international tourism to the UK
Where overseas visitors to the UK come from
The Olympics: Hosting the world in 2012
World Heritage Sites in England

3. Welcoming the world
Visitors from Europe key facts
Visitors from North and South America key facts
Visitors from Africa key facts
Visitors from Asia key facts
Visitors from Australasia key facts
Travelling to the UK and key information about routes

4. Winning words
Who speaks what language
Greeting overseas visitors tips and guidelines
Giving directions tips and guidelines
How to improve your language skills

5. Effective communication
Communicating effectively through vocal communication
Communicating effectively through body language
Communicating with overseas visitors practical guidelines
Face-to- face communication tips
Resolving difficult situations

6. Identifying cultural expectations
What is culture?
Cultural awareness
World religions
Meeting the needs of all UK residents
Working in a diverse team, including people from overseas

7. Providing world- class service
Providing practical assistance (eg directions, money, driving, measurements, emergencies, international communications)
International business visitors
Students in the UK
Hosting an international group
Attracting more overseas visitors

8. Action plan
Devising an individual action plan

9. Assessment activity

10. Country factfiles
Key facts about the country and expectations of visitors
Czech Republic
Denmark, Finland, Norway, Sweden
Republic of Korea
The Middle East
The Netherlands
Russian Federation
South Africa

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