PERSONALITY DEVELOPMENT

&
EFFECTIVE COMMUNICATION SKILLS

REGION 10 TOUR GUIDE TRAINING

CAGAYAN de ORO
April 26,2018

CONDUCTED BY:
JOANNA ALTOMONTE ABRERA
 OBJECTIVES
Learn and apply basic techniques in
social skills, personality projectioN,
protocol & etiquette.
Highlight the importance of effective
communication skills
Share pointers on how to handle
different communication styles
Deepen participants’ understanding &
appreciation of his/her role in the
tourism industry
PERSONALITY refers to individual
differences in characteristic patterns of
thinking, feeling and behaving.

The study of personality focuses on two

broad areas: One is understanding
individual differences in particular
personality characteristics, such as
sociability or irritability.
The other is understanding how the
various parts of a person come together
as a whole.
(Encyclopedia of Psychology)
 PERSONALITY
Context is key
While our personalities (and self-
concepts) are fairly consistent
across time and place, some
situations, by their very structure,
can change or even altogether
wipe out your personality
The setting and role you happen
to be playing affect what people
think of you
(Psychology Today)
 EFFECTIVE CUSTOMER SERVICE

Activities undertaken by the

service provider to
explore/understand and then
meet (EXCEED!) the customers’
needs and expectations, thereby
ensuring customer satisfaction
and loyalty.
 EFFECTIVE CUSTOMER SERVICE

Understanding the
essentials of WHO?
 UNDERSTANDING YOUR ROLE AS
SERVICE PROVIDER

Self/Corporate Image
Information about Product/Service
Knowledge
Skills
(EFFECTIVE COMMUNICATION is ESSENTIAL)
 SELF / CORPORATE IMAGE

Grooming
Dress Style
Fitness
Posture
Tone of Voice
Eye Contact
Social Manners / Etiquette
CORPORATE / PROFESSIONAL IMAGE
KNOWING & UNDERSTANDING
YOUR CUSTOMERS
External or Internal
Basic information (personal
data, origin etc.)
Reasons for Travel
Arrangements made/
expectations regarding service
Types of customer personalities
(according to communication
style)
 COMMUNICATION
(from Latin commūnicāre, meaning "to share" [1]) is the
activity of conveying information through the exchange of
ideas, feelings, intentions, attitudes, expectations, perceptions or
commands, as by speech, non-verbal gestures, writings,
behavior and possibly by other means such as
electromagnetic, chemical or physical phenomena and smell.
It is the meaningful exchange of information between two or
more participants
Involves a sender, a receiver and the channel.
THE TWO WAY PROCESS OF COMMUNICATION

FEEDBACK

SENDER RECEIVER
(IDEA) (MESSAGE)

MESSAGE
FACTORS OF EFFECTIVE COMMUNICATION
BARRIERS TO
EFFECTIVE COMMUNICATION
1. LACK OF CLARITY

Speech handicaps
Poor vocabulary
Wrong choice of words
Poor grammar
Poor pronunciation and diction
LACK OF CLARITY
(CONTINUED)
Not audible enough
Too fast / too slow pacing
Misleading communication
Disorganized presentation
Lack of emphasis
Inability to check for understanding
2. PROBLEMS OF PERCEPTION

Non-listening; inattentiveness
Distractions
Inability
to validate or confirm messages
Poor comprehension
Memory problem
Biases and prejudices
3. PROBLEM CHANNEL
Passing on messages to several
people makes it susceptible to
distortion
Wrong channel
Too many channels causing
distortions
4. SPEAKER'S LACK OF CREDIBILITY

Sender does not speak with authority

Stammering, not spontaneous
Not convincing, lack supporting evidences
Questionable reputation
Message is irrelevant; can not relate to receiver
Delivery is not stimulating
5. INAPPROPRIATE COMMUNICATION STYLE

Passiveor aggressive style

Devoid of tact and sensitivity
Non-verbals that carry hidden messages
which may breed resentment or may
antagonize receiver
Ex.: frowning face, furrowed eyebrows
 Improving and Developing
Effective Communication Skills
Communication is a two-way
process so improving
communication involves both how
we send and receive messages.
Consider that its impact is three-
fold:
Verbal
Vocal
Non-verbal
 COMMUNICATION

1. VERBAL
language & vocabulary slang, jargon
(supposed impact: 7%)
2. VOCAL
accent, tone of voice, volume, speed & pitch
(supposed impact: 38%)
3. NON – VERBAL
Facial expression, body language, gestures, distance, posture, grooming
(supposed impact: 55%)
 NON VERBAL COMMUNICATION

Body Movements (Kinesics)

Posture
Eye Contact
Para-language (tone, pitch of voice, speed
of speech)
Closeness or Personal Space (Proxemics)
Facial Expressions
NON VERBAL STROKES TO BUILD GOODWILL

SMILE, EYE CONTACT

NOD, SIGNS OF APPROVAL
CLAP OR APPLAUSE
SHAKING HANDS
UNDIVIDED ATTENTION
IMMEDIATE ATTENTION
MOVING FORWARD IN ATTEMPT TO LISTEN
PRESENTATION DELIVERY TECHNIQUES
 Tone of voice is not too loud or too weak, just right

 Quality of word pronunciation is clear and distinct

 Vary voice speed and pitch for emphasis
 Engage the clients/visitors through eye contact
 Show positive rapport by smiling and being friendly

 Clearly explain, reason convincingly

 Poise and stance should show good body language &
confidence
 Be properly attired for the type of activity
Tips to develop personality and
communication skills
Know yourself

Awareness is key.
Observe, understand &
analyze
your own traits, strengths,
weaknesses & areas for
improvement.
Meet & interact with new people
It expands your horizons
and exposes you to a
larger number of things.
You get an opportunity to
know more about other
cultures and lifestyles and it
significantly has a positive
effect on your own
personality
THE IMPORTANCE OF GREETINGS & THE USE OF NAMES

Recognition
Trust
Rapport
Self-Esteem
Be Positive
Observe proper grooming
Observe cleanliness and tidiness
Be courteous and polite
Anticipate timing --- be more than just prompt
Remember to have a sincere smile & make eye contact
Watch your posture, poise and facial expressions --- non-verbal cues
are of great significance and can convey more than actual words.
Maintain a Positive Attitude

Do your best to be friendly, upbeat and positive with other

people.
Maintain a cheerful attitude: when things do not go to plan,
stay optimistic and learn from your mistakes.
If you smile often and stay cheerful, people are more likely to
respond positively to you.
KNOW & REMEMBER YOUR SOURCES OF JOY 
Be Encouraging
Offer words and actions of encouragement, as well as praise, to others.
Make other people feel welcome, wanted, valued and appreciated in
your communications. If you let others know that they are valued, they are
much more likely to give you their best.
Try to ensure that everyone involved in an interaction or communication
is included through effective body language and the use of open
questions.
Be Aware of Other People’s Emotions: Develop
Empathy
EMPATHY is trying to see things from the point-of-view of others.
When communicating with others, try not to be judgmental or biased by
preconceived ideas or beliefs.
View situations and responses from the other person’s perspective.
Stay in tune with your own emotions to help enable you to understand
the emotions of others.
Learn to Listen
Listening is not the same as hearing ---

Learn to listen not only to the words being spoken but how they are
being spoken and the non-verbal messages sent with them.
Use the techniques of clarification and reflection to confirm what the
other person has said and avoid any confusion.
Try not to think about what to say next whilst listening; instead focus on
the message being received.
 ACTIVE LISTENING
In active listening, we are genuinely interested in understanding
what the other person is saying, thinking, and feeling.
Active or reflective listening is distinguished from Attentive
Listening in that we actively check out our understanding of
what the respondent wants to convey, usually by restating or
paraphrasing their message.
 Three Types of Active Listening
(as employed in sales/customer service)
PARROTING
Simply repeating what is said by the other person

PARAPHRASING
Repeat what the other has said, using your own
words

FEELING FEEDBACK (REFLECTING)

Paraphrase and include a statement which refers
to an expressed or stated feeling
ACTIVE LISTENING to ADDRESS CUSTOMER CONCERNS
STEPS:
REMAIN CALM
Use ENCOURAGING
RESPONSES

ACTIVE LISTENING SKILLS:

 Check FEELINGS
 Clarify FACTS
 SUMMARIZE
 IS THERE A PROBLEM?
DEAL WITH FEELINGS
DEAL WITH THE PROBLEM
 Clarify
 Propose a Plan of Action
 Come to an Agreement
 Follow Through / Move on Action Points
Attempt to Resolve Conflict
Troubleshoot and resolve problems and conflicts as they
arise.
Be an effective mediator and negotiator.
Use your listening skills to understand both sides of any
argument.
Encourage and facilitate the process of people talking to
each other.
Do not be biased or judgmental but instead ease the way
for conflict resolution.
Communication styles
Belief: Hands: Held together,
You’re okay, I’m not fidgety or clammy

Has no opinion other than that the

other person/s are always more Posture: Makes body
important, so it doesn’t matter smaller --- tends to be
what they think anyway stooped, leaning,
hunched shoulders

Eyes: Avoids eye Consequences:

contact, looks down, Gives in to others; doesn’t get what
often teary-eyed or he/she wants or needs
pleading Has self-critical thoughts
For PASSIVE GUESTS
Watch for non-verbal clues
Ask if there is something
wrong?
Coax the guest
Make them feel comfortable
Thank the guest sincerely
Follow-up
Belief: Hands: Pointing fingers,
I’m okay, you’re not Making fists
Clenched hands; hands on hips
Believe they are entitled to have
things done their way, the way Posture: Makes body
they want it to be done, because bigger --- tends to be
they are right, & others (and the very upright, head held
needs of others) are less high, shoulders out; hands
important on hips, feet apart
Eyes: Narrow, Consequences:
Emotion-less Makes enemies;
Staring/glaring Upsets others and self;
Expressionless Feels angry and resentful
For AGGRESSIVE GUESTS
Remain calm
Give encouraging responses
Use active listening
Thank the guest sincerely
Follow-up
Belief: Hands:
I’m okay and you’re okay Open
Friendly
Believes or acts as if all the individuals Appropriate gestures
involved are equal,
Each deserving of respect and no Posture:
more entitled than the other to have Relaxed
things done their way Open
Welcoming

Eyes:
Warm, Welcoming Consequences:
Friendly Good relationships with others
Comfortable eye Happy with outcome
contact Willing to cooperate and
compromise
 Constructive/assertive communication style

opinions and feelings are clearly stated, and individual rights

and needs are firmly advocated without violating the rights of
others.

Belief and behavior patterns: individuals who value

themselves, their time, and their emotional, spiritual and physical
needs and are strong advocates for themselves while being very
respectful of the rights of others.
For CONSTRUCTIVE/ASSERTIVE GUESTS

Listen and Acknowledge

Thank Sincerely
Follow-up
 THE TEN COMMANDMENTS
OF
GUEST RECEPTION / GUIDING
SMILE SINCERELY
DRESS PROPERLY
BE AWARE OF TIME
BE PATIENT
BE READY / PREPARED & PROACTIVE
BE FRIENDLY & COURTEOUS
BE HONEST & SINCERE
STUDY YOUR PEOPLE
PROTECT OTHER SUPPLIERS
BE UNDERSTANDING & ASSERTIVE / FIRM
How to C.A.R.E. for clients/guests
Credible.
People must believe in your product/ service; your customer service policies & procedures; your
performance efforts & those of your staff.

Accesible.
Be easily available, particularly when clients are upset about something.

Reliable.
You must do what you say you will do at the time you say you will do it. Get it right, get it done on
time, and then check with the customer to ensure satisfaction.

Excellent.
Strive for excellence all the time. Clients believe that they themselves are important & excellent,
and want to deal with people who are also excellent.