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NIOS Class 12 Tourism Chapter 18 Communication and Personality Development
Also, you can read the NIOS book online in these sections Solutions by Expert Teachers as per National Institute of Open Schooling (NIOS) Book guidelines. These solutions are part of NIOS All Subject Solutions. Here we have given NIOS Class 12 Tourism Chapter 18 Communication and Personality Development Solutions, NIOS Senior Secondary Course Tourism Solutions for All Chapter, You can practice these here.
Communication and Personality Development
Chapter: 18
| TEXTUAL QUESTION ANSWER |
INTEXT QUESTIONS 18.1
1. Explain the importance of communication in tourism industry.
Ans: No organisation can survive without communication because managers cannot perform the basic functions of management, i.e., Planning, Organising, Leading, Controlling without communication. Tourism being a service oriented industry, managers need to spend most of the time in communicating with customers motivating them to use the services they offer.
2. Imagine you have to talk to a foreign tourist. What barriers can interrupt your communication.
Ans: Language, medium of communication, distance and information overload can interrupt communication.
INTEX QUESTIONS 18.2
1. Explain five Cs of oral Communication.
Ans: An oral communication should be Clear, Concise and Brief. It should be Complete, it should answer the questions like Who, What, When, Where and Why; it should be Concrete that means speakers should use specific facts; it should have Courtesy which refers to the use of polite words.
2. Suppose you are asked to convene a meeting. How will you proceed?
Ans: The process involves three main steps: circulating a notice to the concerned members; preparing the agenda which contains the topics to be discussed in a meeting, and recording the conclusions or decisions of the meeting which are called minutes of a meeting.
INTEX QUESTIONS 18.3
1. Name the principles of effective written communication.
Ans: Unity, Coherence, Avoiding Jargons, Accuracy and Briefness are the principles of effective written communication.
2. What are the components of a business letter?
Ans: Heading, Date, Reference, Inside address, Attention lines, Salutation, Subject, Body, Complimentary close, Signature and Enclosure if any are the components of a business letter.
INTEX QUESTIONS 18.4
1. List various factors considered essential to customer care in tourism businesses.
Ans: Important factors for management of customer care include understanding customer needs, matching of a product or service to the customer needs, providing value for money, keeping customers well informed, reliability and efficiency in fulfilling orders, after-sales service, efficiency in dealing with customer complaints, customer feedback, customer loyalty schemes and efficiency and friendliness of employees.
2. From which sources can you collect information about your customers?
Ans: Information about customers and their requirements is available from many sources including customers’ order history, records of their contacts with business, direct feedback from customers, changes in individual customers’ order patterns, changes in the overall success of specific products or services, enquiries about possible new products or services, changes in the goods and services of competitors, feedback and referrals from noncompetitive suppliers.
3. As a professional suggest ways of dealing with tourists complaints.
Ans: For dealing with customer complaints effectively listen sympathetically to establish the details of the complaint, be calm to stay in control and be business like, do not take the complaint personally , record complaint details, deal with written complaints immediately, offer rectification, follow-up action appropriately and report back to the client with a solution.
INTEX QUESTIONS 18.5
1. Name personality traits mentioned in MBTI.
Ans: The personality traits classified under MBTI model are: Extroversion vs Introversion, Sensing vs Intuition, Thinking vs Feeling and Judging vs Perceiving.
2. Distinguish between introverts and extroverts.
Ans: People who are extroverts are sociable, assertive and enjoy more frequent social interaction and feel energised after spending time with other people. Introverts are quiet, shy and enjoy deep and meaningful social interactions and feel recharged after spending time alone.
INTEX QUESTIONS 18.6
1. What are the cross-functional teams?
Ans: Employees from the same hierarchical level, but from different work areas, who come together to accomplish a task. Task forces and committees are cross functional teams.
2. What is team building?
Ans: Any formal activity intended to improve the development and functioning of a work team is referred to team building.
| Terminal Exercise |
1. What is communication?
Ans: Communication is a process of exchange of facts, ideas and opinions in a way through which individuals or organizations share meaning and understanding with one another.
2. Why is effective communication important for tourism industry.
Ans: Effective communication is important for tourism industry for exchange of facts, ideas, opinions, or emotions by two or more persons for conveying information. It is essential for transmitting and receiving verbal and non-verbal messages. The purpose of this is to create understanding between sender and receiver by sending message and receiving feedback respectively.
3. Discuss the components of a communication process.
Ans: Components of communication process are:
(i) Sender: The person who desires to convey the message is known as the sender.
(ii) Message: It is the subject matter of any communication that involves any fact, idea, opinion, or information.
(iii) Encoding: The sender, before sending the information, organizes his idea into a series of symbols which he feels will communicate the message to the intended receiver.
(iv) Communication Channel: Communication channel is the medium through which the message passes, acting as the link between the sender and the receiver.
(v) Receiver: The receiver is the person to whom the message is sent by the sender, without whom the communication process is incomplete.
(vi) Decoding: Decoding is the process of interpreting an encoded message into an understandable meaning through which the receiver derives meaning from the message.
(vii) Feedback: Communication is an exchange process; hence, the information must go back to the sender. This helps the sender to know the reaction of the receiver. The reaction or response of the receiver is known as feedback.
4. Distinguish between oral and written communication.
Ans: Following are the distinguish between oral and written communication:
| Oral Communication | Written Communication |
| Messages are exchanged verbally. | Messages are expressed in written words. |
| Messages are exchanged quickly. | Exchange of messages takes time |
| Messages are exchanged quickly. | Difficult to maintain secrecy. |
| More useful for short messages. | More useful for long messages. |
| Provides no record. | Provides record and reference. |
| It may not be precise. | Can be expressed precisely. |
5. Explain 7Cs of written communication.
Ans: Seven Cs of Written Communication:
(i) Clarity: To ensure effective written communication, clarity of the message is vital for emphasizing on the meaningful content to be transmitted and the appropriateness of the medíum of communication.
(ii) Completeness: While communicating one should ensure that as a sender all the answers to the questions asked are properly accounted for.
(iii) Conciseness: The message to be communicated should be as brief and concise as possible. Only simple and brief statements should be made.
(iv) Courtesy: Courtesy means creating friendliness while communicating by omitting irritating words and expressions.
(v) Correctness: The message should be formed with correct facts and should be sent at the correct time using the correct format for the communication.
(vi) Concreteness: For effective written communication, exaggeration should be avoided, The message should be specific, crystal clear and to the point.
(vii) Consideration: Consideration means that while communicating one should adopt you-attitude rather than we-attitude, also avoiding gender bias.
6. Discuss the strategies for customer care management.
Ans: (i) Customer care management involves putting systems in place to maximize customer satisfaction with the business.
(ii) It acts as a crucial element for the success of every business.
(iii) A number of techniques can be employed to make sure that the customers are satisfied with the service they receive.
They may ínclude the following:
(a) Providing a free customer helplíine.
(ii) Answering frequently asked questions on your website.
(iii) Following up sales with a courtesy call.
(iv) Providing free products that will help customers make the most of their purchases.
(v) Sending reminders when services are due.
(vi) Offering preferential discounts to existing customers on further purchases.
7. Outline the important components of a business letter.
Ans: Important components of a business letter:
(i) Heading: Refers to the name and address of your company.
(ii) Date: Refers to the date on which the letter is being written.
(iii) Reference: Indicates whether you are writing a letter in response to a previous letter.
(iv) Inside Address: The full address of the person/organization you are addressing the letter to.
(v) Attention Lines: Used to ensure prompt action from the concerned person.
(vi) Salutation: A greeting or way of addressing the recipient (e.g., Dear Sir/Madam).
(vii) Subject: States the purpose of the letter in brief.
(viii) Body: Contains the main message or content of the letter.
(ix) Complimentary Close: Examples include “Yours faithfully,” “Yours respectfully,” “Yours truly.”
(x) Signature: Name and designation of the sender following the complimentary close.
(xi) Enclosure: Mentioned when there is any attachment included with the letter.
8. What personality traits would you like to see in tourism as professional?
Ans: There are two approaches that are dominant in classifying the personality traits:
The personality traits classified under Myers and Briggs Type Indicator (MBTI) model:
(i) Extroversion v/s Introversion: People who are extroverts are sociable, assertive and enjoy more frequent social interaction and feel energized after spending time with other people. Introverts are quiet, shy and enjoy deep and meaningful social interactions and feel recharged after spending time alone.
(ii) Sensing v/s Intuition: People who prefer sensing tend to pay a great deal of attention to reality, particularly to what they can learn from their own senses. Those who prefer intuition pay more attention to things like patterns and impressions.
(iii) Thinking v/s Feeling: Thinking people use reason and logic to handle problems. They tend to be consistent, logical and impersonal. Feeling types prefer personal values and emotions.
(iv) Judging v/s Perceiving: Judging people want control and prefer to be structured. Perceiving type are flexible and spontaneous.
The personality traits classified under the Big Five Model:
(i) Openness to Experience: Extremely open people are creative, curious, and sensitive, while others are conventional.
(ii) Conscientiousness: Such people have a tendency to show self-discipline, act dutifully and aim for achievement; are planned rather than spontaneous behaviour, organised, and dependable,
(iii) Extroversion: Extraversion means being sociable, assertive and introversion types are reserved and quiet.
9. What is team building? Suggest ways to make team work effective.
Ans: Team building is an effort in which a team studies its own process of working together and acts to create an environment that encourages and values the contributions of team members.
Steps for Building an Effective Team:
(i) Consider each employee’s ideas as valuable.
(ii) Be aware of employees’ unspoken feelings.
(iii) Be clear when communicating.
(iv) Encourage trust and cooperation among employees on your team.
(v) Encourage team members to share information.
(vi) Delegate problem-solving tasks to the team.
(vii) Facilitate communication.
(viii) Make sure that you have a clear idea of what you need to accomplish.
(ix) Set ground rules for the team.
(x) Establish a method for arriving at a consensus.
10. What type of teams can be built in tourism organisations?
Ans: Team building is an effort in which a team studies its own process of working together and acts to create an environment that encourages and values the contributions of team members.
Types of teams:
The four most commonly found teams in organizations are problem solving teams, self managed work teams, cross-functional teams and virtual teams.
(i) Problem-Solving Teams: It is comprised of a group of 5 to 12 employees from the same department who meet for a few hours each week to discuss ways of improving quality, efficiency, and the work environment.
(ii) Self-Managed Work Teams: It is comprised of a group of 10 to 15 people who take on the responsibilities of their former supervisors.
(iii) Cross-Functional Teams: Employees from the same hierarchical level but from different work areas come together to accomplish a task in this type of team.
(iv) Virtual Teams: Teams that use computer technology to tie together physically dispersed members in order to achieve a common goal.
11. Think of a situation at home or at work, and identify communication problems you observed or experienced.
Ans: Situations at Home or at Work:
(i) Communication issues at work can have a detrimental influence on morale, productivity, and departmental relationships.
(ii) Uncontrolled communication issues can result in blunders that lower profitability, increase sales, and harm a company’s reputation.
(iii) You can prevent problems from getting out of hand by identifying and resolving common issues. Recognize and rapidly handle typical workplace communication challenges.
(iv) Communication that is insufficient.
(v) Details might be lost, forgotten, or misconstrued in a workplace where rapid response via SMS or email is the norm.
(vi) Many email queries have a vague “yes” answer.
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