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Welcome InternationalName of trainer

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Welcome International outline (1)

1 Introduction

2 The international tourism industry

3 Welcoming the world

4 Winning words

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Welcome International outline (2)

5 Communicating effectively

6 Identifying cultural expectations

7 Providing world-class service

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Why are we here? (1)

• Identify the importance of overseas visitors

• Identify key international markets

• Use a range of basic words and phrases in the language of an overseas visitor

• Communicate effectively with international visitors

• Recognise and use appropriate body language

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Why are we here? (2)

• Identify basic cultural differences

• Work successfully as part of a diverse team

• Anticipate visitor needs and provide practical assistance

• Deliver high standards of service to customers

• Encourage repeat business and promote products and services to overseas visitors

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World tourism

• World tourism was valued at $856 billion in 2007

• International arrivals reached an all-time record of 903 million in 2007

• International tourism arrivals are expected to reach 1.56 billion by 2020

Source: www.cacci.org.tw

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Top international tourism destinations

1 France

2 Spain

3 USA

4 China

5 Italy

Source: www.wikipedia.org

6 UK

7 Germany

8 Ukraine

9 Turkey

10 Mexico

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China is expected to be the number one

visitor destination country by 2020

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Top 20 countries for visits to the UK (1)

1 USA

2 France

3 Germany

4 Irish Republic

5 Spain

6 The Netherlands

7 Italy

8 Poland

9 Belgium

10 Australia

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Top 20 countries for visits to the UK (2)

11 Canada

12 Switzerland

13 Sweden

14 Norway

15 Denmark

16 India

17 South Africa

18 Japan

19 Czech Republic

20 Austria

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On average, Saudi Arabians spend more

per trip to the UK than visitors from any

other country

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Purpose of travel to the UK

• Leisure: holidays, short breaks, visiting friends and relatives, attending events, day trips

• Business: meetings, conferences, exhibitions, sales trips, incentive travel

• Study: learning English, obtaining a qualification

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According to the Anholt-GMI Nation

Brand Index, the UK is in 17th place for

being a country where people would

make you feel welcome – Canada is in

first place

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The cost of products and services in the

UK can appear very high to visitors from

many countries, and this can create very

high expectations

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“The 2012 Olympic and Paralympic Games provide the biggest opportunity for British tourism in a generation. 50-70 per cent of the net economic benefit – at least £2 billion – will come via this important industry.”

Tom Wright, Ex-Chief Executive, VisitBritain

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Travelling to the UK by sea

• Dover

• Harwich

• Hull

• Newcastle upon Tyne

• Newhaven

• Plymouth

• Poole

• Portsmouth

• Weymouth

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World languages

• There are approximately 7,000 languages spoken in the world

• 5,000 languages are spoken by less than 100,000 people

• 1,500 languages are spoken by less than 1,000 people

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Only 20% of the world’s population

speak English, and over 50% of our

overseas visitors don’t speak English as

a first language

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Major world languages

• Chinese (Mandarin)

• Hindi

• Spanish

• English

• Arabic

• Portuguese

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Private schools in India usually teach in

the medium of English, so more affluent

visitors from India often speak good

English

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There are substantial Japanese

speaking populations in Brazil and the

USA

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Chinese is the probably the oldest

surviving writing system in the world.

Mainland China adopted simplified

characters in 1956, but traditional

characters are still used in Taiwan and

Hong Kong

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“The lift is being fixed for the next day.

During that time you will be unbearable.”

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Translations

• Roast leg of sheep

• Lamp cutlets

• Pork chogs

• Grilled hen breast

• Sausages of pork

• Chilli with beans

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Effective translations

• Professional translators work only into their native language

• Promotional messages can be culturally based and may need to be adapted or new copy created. This is called localisation.

• Important documents may need ‘back translation’ into the original language to check accuracy

• Proofs should be checked by the translator

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There are complex issues involved in

bowing. It is best not to bow on meeting

overseas visitors from Far Eastern

countries, but to acknowledge a bow

with a nod of your head

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Complaints

• Some nationalities may be reluctant to complain at the time they experience a problem (but may complain to their tour operator when they reach home)

• Customers with a limited knowledge of English may not feel able to complain

• Many overseas visitors will expect immediate action to resolve any problems

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What is culture?

• Culture can be defined as a system of beliefs and values shared by a particular group of people

• Culture influences every aspect of our lives

• Culture influences the way we deal with other people

• Culture forms the basis for our judgements and behaviour

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Aspects of culture

• Language

• Religion

• Attitudes

• Values

• Role of men and women

• Etiquette

• History and heritage

• Traditions and customs

• Lifestyle

• Dress

• Food and drink

• Business systems

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Intercultural skills and attitudes

• Tolerance

• Flexibility

• Awareness

• Alertness

• Sensitivity

• Respect

• Empathy

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The English…

• Eat eggs and bacon for breakfast

• Drink tea and beer

• Are reserved

• Don’t complain

• Are always prepared to queue

• Enjoy football and cricket

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Although we tend to think of India as a

predominantly Hindu/Sikh country,

there are more Muslims in India than in

Pakistan

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Practical issues

• Money/tipping

• Emergencies

• Medical treatment

• Obtaining medicines

• Driving and parking

• Public transport

• Telephoning home

• Posting cards and letters

• Shopping/banking hours

• Measurements

• Electrical appliances

• Licensing laws

• Changes in climate

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Travelling by public transport

• Range of services

• Routes

• Journey times

• Types of ticket

• How/when to purchase tickets

• Hours of operation

• Taxis/mini-cabs

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Driving and parking

• Driving on the left

• Roundabouts

• Hire car controls

• Road signs

• Miles/kilometres

• Speed limits

• Parking restrictions

• Car parks

• Congestion charges

• Child safety seats

• Car crime

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North American visitors are used to

larger rooms than are usually available

in the UK and king-size beds

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Foreign language interpretation at attractions

• Information sheets

• Guide books

• Interpretation panels

• Information available on public access computers

• Audio guides

• Guided tours

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Studying in the UK

• Sources of information for international students

• Shops selling foreign language books, newspapers, etc

• Information on transport options

• Student discounts

• Financial services, including insurance

• Food and drink

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International business visitors

• Business services: access to e-mail, Internet, fax and photocopying facilities

• Translation and interpretation services

• Meeting facilities

• Directions to business venues

• International couriers

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Thank you