Communication is an essential concept that effects of our daily lives whether we are at work or leisure. Communication is often taken for granted with few people taking time to analyze the methods by which we communicate. Every leisure and tourism organization will expect its communications systems to helpful a number of functions. All organization gathers a great deal of information in the course of their normal operation from both internal and external sources. Details of personal record, sales figures, membership lists, customers databases and the like, all must be communicated to the relevant people and inside or outside the organization. Customers will want information on the type and prices of facilities and services on offer. There must be regular flow of information to the decision makers in an organization to enable them to make sound judgments based on accurate data. Written, verbal and electronic communication system must be able to generate the necessary information as and when required. All organization needs to know how well or how badly they are doing in relation to their competitors and in respect of their own organizational aims and objectives. Efficient and effective communications systems will need to be in place to record, store and distribute information according to need, in order to gauge financial and operational performance.
No leisure or
tourism organization can operate effectively in a vacuum. Industries like
leisure and tourism thrive on face to face communication making the development
of links and contacts with other organizations an essential feature of
successful organizations. The large number of small and medium sized
enterprises in leisure and tourism mean that co-operative ventures with other
private, public and voluntary sector organization often make sound economic
sense.
Types of Communication Systems for Leisure and Tours Industries
Whether a
leisure and tourism organizations is communicating with people inside or
outside its immediate environment, the main types of communication are;
- Written Communication Systems
- Verbal Communication Systems
- Electronic Communication Systems
All leisure
and tourism organizations regardless of their size or the sector in which they
operate used above three communication methods to carry out their normal
operations. Different organizations will have their own particular needs when
it comes to choosing a specific type of communication system. In general
however most organizations will need to consider following factors;
- What is the comparative cost of each method?
- How efficient is the method?
- What level of accuracy is required?
- What quality of presentation of data is required?
- Is security of the information important?
- Is it necessary to have a written record?
- What staff skill level is required to use the methods?
- Is further staff training needed?
- Does the method comply with health and safety standards?
- When the information is required?
- Which method will give the greatest customer benefits?
Leisure and
tourism organizations use a mixture of one-way and two-way communication
methods. One-way methods contain notices, sign, interpretative panels, letters,
memos, reports, display panels and point of sale materials. Two-way
communication involves both the sending and receiving of information, comprises
with telephone conversations, face to face conversations, meeting, mobile
radio, video conferencing, interactive computer systems and sign language.
Written Communications Systems
There are
many written communications methods that any leisure or tourism organization
can use to liaise with people internally and externally. Advantages of written
communication methods are that;
- They enable complex information to be sent.
- They can serve as a reminder to those in receipt of the communication.
- The quality of presentation can be altered to appeal for different audiences.
- They provide evidence of confirmation of a previous discussion.
- People located at a distance can communicate effectively.
Some of the
most common written communication methods used in leisure and tourism
organizations include letters, memorandum, brochures and leaflets, reports,
documentation for meetings, notice boards, annual reports, advertisements,
press releases and timetables.
Letters: The letter is the most commonly used in written communication. The reasons for sending a letter are many and varied, depending on the nature of the organization. With the advent of information processing technology, letters with a high standard of presentation can now be generated by most leisure and tourism organizations. The presentation and content of a letter is important since it gives the receiver an impression of the quality of the organization. A letter with many spelling and grammatical mistakes or printed on poor quality paper with an old printer ribbon does little to enhance the reputation of an organization.
Memorandum: A memorandum is commonly used with an organization in place of a formal letter. It may be used for a number of reasons, including;
- To confirm a verbal conversation
- To ask for information
- To remind a colleague of something
- To pass an instructions
Brochures and Leaflets: It have vital role to play in all leisure and tourism organization. Industries likes leisure and tourism mainly concerned with selling products and services. A tour operator will produce brochures to inform potential customers of its holidays, leisure centers print leaflets to attract customers to their facilities and a hotel will produce brochures and leaflets for business and leisure clients. Brochures and leaflets are often based on to attract attention, main interest, create a desire on the part of the customer.
Reports: Written reports are used comprehensively in leisure and tourism organizations for a number of reasons such as;
- To present statistical information
- To investigate the feasibility of a new development, product or service
- To recommend changes to the managements or staff structure
- To investigate a disciplinary matter involving staff
A report
should follow a logical sequence and structure depending on its purpose.
Documentation for Meetings: Part of the process of ensuring that meetings are effective and do not waste valuable managements and staff time is structured approach to their administration. Written communication in relation to a meeting should include;
- Written notice of the meeting – This will be sent out in advance of the meeting, given the date, time and venue. The notice may include a closing date by which items for the agenda should be submitted.
- Agenda – This is the list of the items to be discussed at the meeting. It is helpful if it is distributed in advance of the meeting but may be given out of the day.
- Minutes – These are written record of what was discussed at the meeting, usually complied by the secretary and sent out to members who attended as well as those who were absent. All the next meeting, the minutes will be discussed and agreed as a true record of events.
Notice Board: Notice board is an effective way of communication for information such as social events, job vacancies and trade union news, to staff within an organization. They are sometimes also used to the publicize events open to the general public in places such as theaters, sport centers, swimming pools, arts centers and hotels. The information on notice boards must be updated at regular intervals in order to keep them as an effective method of written communication.
Annual Reports: It is legal requirements for limited companies to publish an annual report and accounts for their shareholders. Large leisure and tourism companies produce glossy annual reports to contribute towards their image building. Public companies also produce annual reports to given interested parties details of their activities and achievements.
Advertisements: Written advertisements in newspapers and magazines inform people of services and products with the aim of persuading them to buy. Leisure and tourism sectors may choose to design their own advertisements or buy in the services of an advertising agency.
Press Releases: Leisure and tourism organization used press releases to keep all sections of the media, radio, television and newspapers or magazines, up to date with their new stories. Sending press releases can be very effective public relation activity if planned methodically and carried out professionally.
Time Tables: Leisure and tourism organization involved with transportation need to inform their travellers of the time of travel. This is usually done by publishing a time table, listing arrival and departure points or time. Companies that produce time table include the airlines, airports and tour operators.
Verbal Communication Systems
Leisure and
tourism are service or serve industries that thrive on verbal communication.
Staff working in these industries regularly comes into contact with customers,
suppliers, professional bodies and the likes in the course of their work.
Employees need to be trained in verbal communication skills in order to be
effective in a number of different circumstances in the leisure and tourism
industries including;
- Selling goods in services
- Managing or supervising people
- Provide customers services
- Giving directions and instructions
- Speaking in public
- Making telephones conversation
- Interviewing and appraising staff
- Giving a demonstration or presentation
- Taking part in meeting
Verbal
communication can be both formal and informal. It is important for staff and
management to remember that listing skills are often just as important as
speaking skills on many occasion leisure and tourism industries. Verbal
communication may include face to face, meetings and telephonic.
Electronic Communication Systems
There are
many alternative methods of communication available to leisure and tourism
organization but there have been huge advantages or advances in electronic
communication systems which are faster and more efficient than others. The
electronic office is now a very important need for leisure and tourism. Some
of the most important electronic communication methods include;
- E-mail: This is a computer based systems allowing the transfer of messages and information between registered e- mail users on a network.
- ISDN: This is a sophisticated system that makes use of cable technology to transfer signals allowing service such as video conferencing, desktop conferencing and data transfer to be offered.
- Fax: It combines the speed of the telephones with the accuracy of the printed word, particularly suited to the work of travel agents, tour operators and air lines that often operate across different time zones. Systems combining fax, telephone, copier and answering machine are now within the reach of large or small leisure and tourism organization.
- Automated ticking: For leisure and travel products, it is rapidly use in air lines, rail and theater.
- CRS: Central reservations systems offer travel agents the opportunity to sell airline and other travel products.
- Internet: Sometimes called the information superhighway or simply the net, this is system of connected computer databases, projected to offer households and business a wide range of services by the turn of century. Many people regard, internet as the biggest development in electronic communication.