Summary

This text addresses the area of interpersonal skills through a programme which investigates the skills needed to: create a professional impression with customers, face to face and over the telephone; use active selling skills to increase sales of travel and tourism products; deal with customer complaints in a professional manner which will satisfy both parties; use a variety of methods of communication, including written, verbal and meetings, to communicate effectively with customers and colleagues; develop and enhance internal staff relationships through effective use of interpersonal skills; and to use interpersonal skills to enhance the performance of staff. far as possible. Each section of the book contains a series of exercises which help the reader check their understanding, and activities which allow them to practice the skills they have learnt in a real situation.