Formative Assessment

Showing of respect or politeness in one's attitude and behaviour towards others.

• courtesy

• tact

• diplomacy

• self-discipline

Skill and sensitivity in dealing with others or with difficult issues

• courtesy

• tact

• diplomacy

• self-discipline

Dealing people with discretion; building relationships and bridging gaps between the customer and the company

• courtesy

• tact

• diplomacy

• self-discipline

How do you handle complaints?

• Listen-Apologize-Solution-Thank

• Listen-Apologize-Solve-Thank

• Listen-Acknowledge-Solve-Thank

• Listen-Acknowledge-Solution-Thanks

List 3 common ways on how customer give complaints.

What is the difference between personal skills and personal qualities?

Which of the following are examples of personal skills?

• foreign language

• numeracy

• sense of humor

• working under pressure

Which of the following are examples of personal qualities?

• report writing

• sense of humor

• computer literacy

• ability to work in team

In our current generation, which do you think is the most important personal skill to acquire/have? Why?

Why is good communication important in dealing with customers in travel and tourism industry?