Welcome International

//Welcome International
Welcome International2018-09-05T12:50:19+00:00

Welcome International – customer service and cultural awareness training

Welcome International helps participants to communicate successfully and provide an exceptional customer service experience to international visitors and UK residents from different ethnic, cultural and linguistic backgrounds.

You will look at:

  • the international tourism industry
  • how to communicate effectively
  • how to greet visitors in their own language
  • identify cultural expectations

FIND OUT MORE ABOUT THIS COURSE:

The course is aimed at instilling a good understanding of how to provide a world class welcome to visitors from key international markets.

The one-day course brings you inspiring presentation by our experienced facilitators, valuable tips and the opportunity for group discussion and individual action planning.

Welcome International covers

1.  Introduction

  • The importance of overseas visitors to the tourism industry

2. The international tourism industry

  • Key factors influencing international tourism to the UK
  • Where overseas visitors to the UK come from
  • The Olympics: Hosting the world in 2012
  • World Heritage Sites in England

3. Welcoming the world

  • Visitors from Europe –key facts
  • Visitors from North and South America – key facts
  • Visitors from Africa – key facts
  • Visitors from Asia – key facts
  • Visitors from Australasia – key facts
  • Travelling to the UK and key information about routes

4. Winning words

  • Who speaks what language
  • Greeting overseas visitors – tips and guidelines
  • Giving directions – tips and guidelines
  • How to improve your language skills

5. Effective communication

  • Communicating effectively through vocal communication
  • Communicating effectively through body language
  • Communicating with overseas visitors – practical guidelines
  • Face-to- face communication – tips
  • Resolving difficult situations

6. Identifying cultural expectations

  • What is culture?
  • Cultural awareness
  • World religions
  • Meeting the needs of all UK residents
  • Working in a diverse team, including people from overseas

7. Providing world- class service

  • Attracting more overseas visitors
  • Hosting an international group
  • Students in the UK
  • International business visitors
  • Providing practical assistance (eg directions, money, driving, measurements, emergencies, international communications)

8. Action plan

  • Devising an individual action plan

9. Assessment activity

10. Country factfiles

  • Key facts about the country and expectations of visitors
    • Australia
    • Austria
    • Belgium
    • Canada
    • China
    • Czech Republic
    • Denmark, Finland, Norway, Sweden
    • France
    • Germany
    • India
    • Italy
    • Japan
    • Republic of Korea
    • The Middle East
    • The Netherlands
    • Poland
    • Russian Federation
    • South Africa
    • Spain
    • Switzerland
    • Thailand
    • USA

 

Open courses

Open courses are organised according to demand around the region.  These courses are ideal for smaller businesses or for larger businesses only requiring training for a small number of staff.  One advantage of attending an open course is the opportunity to meet and discuss ideas with other participants from a variety of backgrounds.

In-house courses

In-house courses can be run for a company or several companies, colleges, associations or groups.  In-house courses offer a great opportunity to tailor the content to a specific business.

Trainer Training

It is also possible to deliver training through your own team by participating in the ‘train the trainer’ scheme.  This can give you extra flexibility as well as making sure the training is totally geared to your own business needs. Successful participants receive full trainer support materials and a trainer certificate.

“Informative, interactive and extremely useful.  Great trainer.”

“Beneficial for all members of staff.  Would recommend to other employers”

“The training provided fresh thinking towards customer service”

“I didn’t really want to go on this course, thought that it was irrelevant for my job role, but I thoroughly enjoyed it, learnt a lot and think it is relevant for all of us.”

“I think everyone should attend at least every 2 years to maintain consistency of standards.  Trainer was very professional and interesting.”

“The whole programme was very interesting and enjoyable”

“Good delivery, lots of audience participation, fun and informative”