GATHER AND PRESENT PRODUCT INFORMATION

GATHER AND PRESENT PRODUCT INFORMATION
D1.HGE.CL7.02 D1.HGA.CL6.04 Trainer welcomes trainees to class.

Subject Elements This unit comprises three Elements:
Gather and organise information Research and analyse information Present information Trainer advises this Unit comprises three Elements, as listed on the slide explaining: • Each Element comprises a number of Performance Criteria which will be identified throughout the class and explained in detail • Trainees can obtain more detail from their Trainee Manual • At times the course presents advice and information about various protocols but where their workplace requirements differ to what is presented, the workplace practices and standards, as well as policies and procedures must be observed.

Assessment Assessment for this unit may include: Oral questions
Written questions Work projects Workplace observation of practical skills Practical exercises Formal report from supervisor Trainer advises that assessment for this Unit may take several forms all of which are aimed at verifying they have achieved competency for the Unit as required. Trainer indicates the methods of assessment that will be applied to them for this Unit.

Gather and organise information
Element 1 Introduce topic. Class Activity – General Discussion Ask general questions: What information would you like to know about the industry? Where can you get this information? What research activities would you undertake? What would you do with this information after you have collected it?

Performance Criteria for this Element are: Gather and organise information in a format suitable for analysis, interpretation and dissemination in accordance with organisational requirements and relevant legislation codes and standards Access and assess information held by the organisation for accuracy and relevance in line with established organisational requirements Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Performance Criteria for this Element are: Ensure methods of collecting information are reliable and make efficient use of resources in accordance with organisational requirements Use business technology to access, organise and monitor information in accordance with organisational requirements Update, modify, maintain and store information in accordance with organisational requirements Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Importance of information
The hospitality and tourism industry is one of the largest industries in the world and for many countries is its major economy and employer. Industry knowledge is a vital pre-requisite for effective performance within the industry. Class Activity – General Discussion & List Get audience to answer following question/s: What information do you need to know to effectively do your job? What information do you need to know that customers may enquire about? Where can you get this information?

For all businesses within the hospitality and tourism industry, it is important to have up-to-date information so you can: Talk to customers about industry-specific events, trends and happenings Plan your career as opportunities present themselves Know when you need to update your training Cultivate and maintain a professional interest in what is truly a profession Class Activity – General Discussion & List Get audience to answer following question/s: Why is this important to know?

Communicate effectively with colleagues and management who have themselves kept up-to-date Learn new techniques Develop a broader appreciation of what the industry is all about Understand who the key players are, and how they operate Class Activity – General Discussion & List Get audience to answer following question/s: Why is this important to know?

Types of industry information
Main categories of information The two main categories of information that all staff should know relate to: The Tourism and Hospitality Industry Their specific role Class Activity – General Discussion & List Get audience to answer following question/s: What information would you like to know under each category? Why is it important to have an understanding of these categories?

Tourism and Hospitality industry sectors
Accommodation This sector includes but is not limited to: Hotels and motels Guest houses and bed and breakfasts Caravan parks and camping grounds Resorts and time share properties Apartments, villas and cottages Conference and exhibition centres Class Activity – General Discussion Get the audience to identify actual businesses under each category. Are there any ‘leading’ businesses in each category? Why are they leaders or the most popular? How could you improve your business to compete with the ‘leaders’?

Attractions and theme parks This sector includes but not limited to: Museums and galleries National parks, wildlife parks and gardens Theme parks Heritage sites and centres Sports activity centres Aquariums and zoos Class Activity – General Discussion Get the audience to identify actual businesses under each category. Are there any ‘leading’ businesses in each category? Why are they leaders or the most popular? How could you improve your business to compete with the ‘leaders’?

Tour operators A tour operator typically organises sightseeing tours and accommodation in a particular destination or region Inbound tour wholesaler An inbound tour wholesaler packages products to form a trip for an overseas market travelling to your country Class Activity – General Discussion Get the audience to identify actual businesses under each category. Are there any ‘leading’ businesses in each category? Why are they leaders or the most popular? How could you improve your business to compete with the ‘leaders’?

Outbound tour wholesaler An outbound tour wholesaler negotiates product from International Suppliers for clients in your country travelling to an international destination Retail travel agents A retail travel agent is the go-between between the client and the wholesaler Class Activity – General Discussion Get the audience to identify actual businesses under each category. Are there any ‘leading’ businesses in each category? Why are they leaders or the most popular? How could you improve your business to compete with the ‘leaders’?

Local, regional and national information services These information services exist to assist the public and travel agents in obtaining knowledge and information on a particular region from the experts Meetings and events These companies organise meetings, conferences and major events by booking flights, accommodation, tours and the meeting facilities Class Activity – General Discussion Get the audience to identify actual businesses under each category. Are there any ‘leading’ businesses in each category? Why are they leaders or the most popular? How could you improve your business to compete with the ‘leaders’?

Corporate agents This sector tenders for travel accounts from large, medium and small sized businesses Airlines Airlines own the planes and sell seats to all sectors in the travel industry Class Activity – General Discussion Get the audience to identify actual businesses under each category. Are there any ‘leading’ businesses in each category? Why are they leaders or the most popular? How could you improve your business to compete with the ‘leaders’?

Information relating to job roles
Not only is it important for all persons working in the industry to understand their industry and sector within it, but also to collect information that relates to their specific job roles. Class Activity – General Discussion & Group Activity The trainer to break the audience into groups, giving each group a department or position. What information would you need to know about this department or position?

Career prospects This includes being able to have a clear understanding of: Your development path within the industry Your next career step including need for: training experience qualifications Class Activity – General Discussion & Group Activity Based on the department or position given to each group, get them to explore career paths.

Employment obligations and entitlements You can obtain information regarding your employment obligations and entitlements from a combination of: The employment instrument you are employed under The job description for your role The job specification for your position Talking to your employer about their expectations of your work Class Activity – General Discussion & Group Activity Based on the department or position given to each group, review job descriptions and SOP’s

Product Knowledge Product knowledge embodies knowledge about: Products sold Services provided Facilities available Operating procedures and conditions of the business Class Activity – General Discussion & Group Activity Based on the department or position given to each group: What do you need to know? Where can you find this information?

‘Quality assurance’ (QA) This is a term used to systematically measure and compare aspects of operations within a business against operational standards of performance. ‘Total Quality Management’ (TQM) This is a philosophy of management that is driven by customer needs and expectations to provide a process of excellence. Discuss the concepts. Are they similar?

Other job related information Union and employer concerns Legislative and political changes Service, product and facility initiatives What else is important to know in relation to your job role? Class Activity – General Discussion & Group Activity Based on the department or position given to each group: What do you need to know? Where can you find this information?

Sources of information
There are a number of sources that will be a great starting point to get an overview of the industry as a whole: Colleagues, supervisors and managers Representatives Developing your own industry network Conferences and seminars Product launches Asking someone to be your mentor Class Activity – General Discussion For each of the points in the slide, get the audience to use personal experience to identify: What information can they get from each source?

Information services Most information services are fee-for-service providers. This means it costs money to use their services for: E-newsletters Fact Sheets Updates Guides Information Sheets Over-the-phone advice Class Activity – General Discussion When would you use information services? What are examples of information services?

Written materials Trade magazines Hotel school publications Newsletters Brochures Advertisements Reference books Please refer to the Manual for specific examples and locations of such materials.

Government and Industry bodies The ASEAN region, whilst working collectively to achieve a primary purpose of attracting tourism to the region as a whole, each participating government will also have their own websites and departments in which to collect information. Please refer to the Manual for specific information relating to Ministries of Tourism in each of the ASEAN countries. Class Activity – Research activity Get the audience to look up websites in the manual. What services in on their websites What do they promote Would you find the websites ‘user friendly’ if you were: A visitor A manager in a tourism business

Government and Industry bodies
A range of industry specific bodies have been established to cater to the needs of industry What tourism industry bodies do you know of? Class Activity – General Discussion What major tourism industry bodies do you know of? What is the purpose of these businesses to help the industry?

Their goal is to ensure the tourism industry: Provides a safe and secure offering to its customers Is regulated and operates in a legal and compliant manner Provides quality products and services to its customers Employs staff who have the necessary knowledge, skill relevant to the current industry needs and expectations Class Activity – General Discussion What are some ways they can achieve each of their goals as identified in the slide?

Ministries of Tourism The Ministry may co-ordinate special initiatives including: Selecting and managing heritage sites Dedication and allocation of government funding to tourism initiatives Providing information on news laws and regulations Establishing service excellence awards Publishing and managing tenders for tourism projects Discuss the impact of ministries specific to your country.

Tourism Boards The primary task of tourism boards is to coordinate the efforts of hotels, airlines and travel agents to develop the fledging tourism industry of the country. Industry Authorities Authorities are established, either by a government or working closely with government to provide services relating to the tourism industry. Class Activity – Research You may get the audience to identify actual industry bodies in your region and/or country. How do they provide assistance?

Industry Associations These bodies provide businesses with a variety of services which can include: Representing the industry Legal advice Training Industry standards and benchmarks Cost savings Discuss how these services help the industry.

Industry Unions In the same way that industry associations represent the interests of business, the unions represent the interests of employees. Class Activity – General Discussion What is the role of unions? What is the actual union you would be part of as a staff member? What do they do to protect employees? Does it cost to be part of a union?

Obtaining information
The key to obtaining information is for you to be proactive. It is highly unlikely most information will seek you out, so you have to go and find it Obtaining the information you need is a matter of applying yourself to the sources identified Class Activity – General Discussion How can you find information from these sources of information?

Subscribing to, and reading, industry magazines, newsletters, updates Picking and reading through the local and city newspapers Getting on Internet lists Receiving newsletters and updates Joining your local union or industry association to receive regular material Reading books on the industry sector that you are working in Class Activity – General Discussion Subscribing to, and reading, industry magazines, newsletters, updates Picking and reading through the local and city newspapers – especially those sections that carry articles on hospitality, tourism, and events Getting on Internet lists and receiving newsletters and updates from the vast number of relevant industry government agencies, suppliers and support services Joining your local union or industry association to receive regular material – and taking an active interest in the issues that are foremost in their minds Reading books on the industry sector that you are working in – you should aim to read widely and include biographies of industry people, management texts, practical hands-on reference material and general literature on diverse industry topics

Getting out and having a look around to see: What’s happening What people are doing What the competition is doing What people are doing and saying Class Activity – General Discussion Getting out and having a look around to see what’s happening, what people are doing, what the competition is doing, and what people are doing and saying. And consider writing down what you find out from all of these sources.

Keys when gathering information: Display a friendly attitude towards people Use an appropriate tone of voice and volume Ask clear and concise questions. Class Activity – Demonstration Show students how to: Display a friendly attitude when talking to people to gather information Use an appropriate tone of voice and volume Ask clear and concise questions..

Monitoring current issues
It is important to note though, the collection of information is most powerful when used to gain an understanding of current issues that are important to the success of the operation: What are current issues of importance? Why are they important? How can you monitor them? Class Activity – General Discussion Identify a range of current issues and why they are important to the industry.

Monitoring current issues
In order to keep up-to-date with industry issues impacting within your workplace: Conduct constant internet research Attend all meetings and discuss relevant issues Monitor the media Read about it in the journals and on-line subscriptions detailed in this manual Talk to supervisors and management Talk to customers Class Activity – General Discussion Conduct constant internet research – there are endless websites dedicated to current issues. In addition many tourism graduates have completed thesis documentations concerning a range of tourism related issues. Again this will be discussed in more information in Section 1.4 Attend all meetings and discuss relevant issues Monitor the media – especially relating to current events Read about it in the journals and on-line subscriptions detailed in this manual Talk to supervisors and management – to identify what they see as issues affecting the industry and their operation Talk to customers – to identify what they regard as issues for the industry as they impact on users

Tourism industry statistics and trends
Given the tourism and hospitality industry is one of the largest industries in the world, it is not surprising to learn that they are numerous sources devoted to industry news, trends and statistics. Class Activity – General Discussion What is the difference between a statistic and a trend? What are common industry statistics and trends?

Types of industry statistics and trends
Industry statistics are popular amongst both employees within the tourism industry and also end consumers. Statistics prove a ‘snapshot’ of important information which can be examined and applied to: Improve business operations Attract new markets Build confidence in the eyes of a consumer Class Activity – General Discussion What statistics would you like to know? Where could you get this information from?

Types of tourism businesses Types and demographics of customers Top destinations Hotel occupancy percentages Reasons for stays Current industry information Destination countries Class Activity – General Discussion Which statistics would you like to obtain under each category? Activity Trainer to either provide examples of different sources of information or get the audience to research actual resources under each category.

Departure months Length of stay Type of organisation for the trip Transport mode Accommodation type Expenditure Popular tourist attractions Class Activity – General Discussion Which statistics would you like to obtain under each category? Activity Trainer to either provide examples of different sources of information or get the audience to research actual resources under each category.

Industry Trends Understanding of current industry trends helps operators within the tourism and hospitality industry gain an understanding of what may take in the future. This helps to determine strategy and develop a competitive advantage over competitors. Class Activity – General Discussion What information regarding trends would you like to know? Where could you get this information from?

Industry Trends Great comparison-shopping by consumers Tourism related applications ‘apps’ Women-only floors Budget lodging at private accommodation Unusual one-off experiences and mini-vacations App creators breaking through language barriers Activity Trainer to either provide examples of different sources of information or get the audience to research actual trends under each category.

Industry Trends Websites offering personalized activities and tours Using smart-phones as room keys Booking agents to overlay the social graph, asking users to sign in with their social media accounts for the opportunity to hand-pick desirable seating arrangements VIP treatment at amusement parks Activity Trainer to either provide examples of different sources of information or get the audience to research actual trends under each category.

Operational Information
Most tourism and hospitality organisations will collect information on a daily basis, from a variety of sources This information aims to provide managers with vital information relating to operations It also helps staff in determining possible work demands or requirements Class Activity – General Discussion What information is needed for operational purposes? Where does this information come from? How is it shared?

Some of this information may relate to: Current operations Projected operations Past operational performance Class Activity – General Discussion & Review of documents What are examples of information for each point? Why are they important Audience to review common types of information as it relates to each point.

The collection of information is helpful when: Providing destination and specific product information and advice Providing specific information and advice about the credentials of an operator Selling products and services to the customer Preparing quotations Booking and coordinating a supplier service for the customer Class Activity – General Discussion & Review of documents Discuss points What specific information may be required for each point?

The collection of information is helpful when: Receiving and processing a reservation from a customer Processing financial transactions Issuing customer travel documentation Issuing crew documentation or technical itineraries Organising functions Class Activity – General Discussion & Review of documents Discuss points What specific information may be required for each point?

The collection of information is helpful when: Processing and monitoring meeting or event registrations Purchasing promotional products Hiring special equipment Class Activity – General Discussion & Review of documents Discuss points What specific information may be required for each point?

Types of information Specific informational details in relation to products may include: Costs, tariffs and rates Additional taxes and levies imposed Currency applied to the cost Terms, conditions and rules Scheduling information Class Activity – General Discussion & Review of documents Discuss points What specific information / document contains this information? Where possible – review specific documents

Types of information Product codes Booking procedures Point of departure Route taken Point of conclusion or disembarkation Class Activity – General Discussion & Review of documents Discuss points What specific information / document contains this information? Where possible – review specific documents

Types of information Touring inclusions and exclusions Technical specifications for audiovisual and other meetings and events equipment Specifications for products to be branded with corporate details Class Activity – General Discussion & Review of documents Discuss points What specific information / document contains this information? Where possible – review specific documents

Collecting Operational Information
There are a number of ways to collect information relating to operational effectiveness including: Reports Obtaining customer feedback Using a pretend customer Walking about the premises and observing Use of checklists Brainstorming sessions Staff input and review Class Activity – General Discussion There are a number of ways to collect information relating to operational effectiveness including: Reports – statistical, financial, written or verbal Obtaining customer feedback – verbal or written, individual or focus groups, structured or unstructured in format Using a pretend customer – getting someone to pretend to be a customer in your premises and then critically feeding back what it was like, what could be improved etc. Walking about the premises and observing what takes place and how it could be improved, what could be improved Use of checklists to tick off whether or not required service points are being adhered to by front line staff when they interact with customers Brainstorming sessions where staff are asked to contribute any thoughts or ideas they may have about improving a particular aspect of service, or about introducing a new initiative Staff input and review – obtaining ‘grass roots’ input to potential and actual problems, and asking those directly concerned about how the situation can be resolved

Customer Information Understanding customers and their preferences is a very important aspect of a business. Therefore being able to collect information is very important to understand: What your business is doing well to meet their needs Identify where improvements can be made Class Activity – General Discussion What would you like to know? How can you find out this information?

Customer Information Formal feedback Customer comment cards
General Manager cocktail parties Interviews and follow up calls Meetings Performance reviews Customer comment cards – these are established documents aimed at getting responses to a wide range of questions covering all facets of an operation. General Manager cocktail parties – this approach involves selected guests enjoying refreshments with senior management. It is common for management to ask questions about their stay and suggestions for improvement. This approach is also beneficial in finding out more about the customer, which can be used to provide more personalised service. Interviews and follow up calls – at times management may contact customers to find out about their experiences or visits. Meetings – staff meetings are held on a regular basis and normally will explore the performance of operations. At these meeting, comment cards from customers are discussed with strategies for improvement implemented. Performance reviews – this approach is used by management when providing feedback to staff regarding their performance. During these reviews, management will also ask staff for their suggestions or recommendations for improvement. At times, causes of poor staff performance will identify faults in the operation (lack of training, understaffing, limited or faulty equipment) which can be improved.

Customer Information Informal feedback
This information may come in the form of ‘gossip’ or ‘through the grapevine’, however is the provider of the largest amount of feedback. This includes: General discussion Observations Class Activity – General Discussion Why is informal feedback normally more effective than formal feedback? What types of feedback do you get from informal feedback? What types of information do you get from formal feedback?

Labour issues Pay rates
The ability to recruit sufficient and properly trained or experienced staff Working conditions Training Mandatory licensing and certification requirements Superannuation and Insurance Disciplinary and dismissal procedures Class Activity – Group Discussion For each of the points in the slide, discuss and provide examples as applicable in your country.

Government initiatives
Creating advertising campaigns to promote certain locations or industry sectors Funding training initiatives in certain trades or roles Encouraging overseas workers Amending or introducing legislation Introducing changes to Industrial Relations legislation Specific government initiatives Class Activity – Group Discussion What government initiatives exist that are designed to help promote tourism or to help tourism businesses? The trainer may need to access information relating to initiatives the government (local, provincial or national) has introduced as applicable to their country.

Emerging markets Spa resorts and the emergence of the well-being industry Fast food Recognition of ‘grey power’ and their potential for spending Increase in the growth of ‘action’ holidays Emphasis on domestic travel as opposed to internal travel Class Activity – Group Discussion What are emerging markets in the tourism industry? What can you do to capture and meet the demands of these emerging markets?

Environmental and social concerns
Waste management, recycling of materials and a reduction in energy and resource consumption Noise and air quality Sustainable tourism activities Respect for indigenous lands and cultures Responsible advertising of hospitality products and services Class Activity – Group Discussion For each of the points in the slide, discuss and provide examples as applicable in your country.

Environmental and social concerns
Complying with legislated service requirements (alcohol, gaming, tobacco) to minors Social awareness towards alcohol and gaming problems Ensure discrimination in the provision of hospitality services does not occur Accommodating local concerns into the standard operating procedures Changes or requirements to planning requirements Class Activity – Group Discussion For each of the points in the slide, discuss and provide examples as applicable in your country.

Industry expansion or retraction
The business remains in the sector it currently occupies Set new directions, new target markets and revised goals To quit the industry and move into a new industry To invest in additional buildings, plant, stock To recruit new staff or to begin staff reductions To alter the focus of their training programs To change promotional campaigns To vary its products and services To vary prices Class Activity – Group Discussion Based on the current state of the tourism industry, identify examples of when these avenues should best be explored. If possible, provide examples.

Legal compliance information
The importance of complying with legal requirements cannot be strongly emphasised. Failure to meet legally imposed obligations can result in fines (to you and the business) as well as a whole range of penalties including closure of the business. Class Activity – General Discussion What legal requirements do you need to abide by? Where can you find out about legal requirements?

Laws Laws are a set of principles, rules and standards established by parliament and enforced by the courts for the regulation of behaviour in society and the protection of members of society and their property: What laws affect you in the workplace? Discuss the question in the slide. Class Activity – Research Get the audience to research different laws they must follow. Give them a range of topics in which to research including: Health and Safety Employment

Consumer protection issues These traditionally address increasing the responsibility on business to protect the interests of the consumer from unconscionable activities and illegal action: How can you ‘protect’ the consumer? Discuss the question in the slide.

Duty of care This common law requirement reinforces the responsibility that all employers and businesses have to provide a safe workplace and to take appropriate care and action to make sure that staff, customers and members of the public are not injured while at the place of business. How can you make the workplace safe? Discuss the question in the slide. Class Activity – Questions Are there different activities that must be conducted to ensure staff are safe compared with customers? If so, identify the differences.

Equal employment opportunity EEO legislation ensures people are not victimised or discriminated against of their age, gender, race, disability or sexual preference in the areas of: Employment Provision of products and services What EEO practices can you introduce? Class Activity – Questions Why is EO practices important Trainer to get examples of EO regulations that apply in their country and discuss with audience.

Workplace relations Existing HR legislation, systems, structures, terms and conditions of employment and instruments of employment are subject to amendment or repeal through the efforts of the government, employer bodies or unions. What are examples of workplace relations? Answer the question in the slide. Get the audience to think of ‘all things’ that relate to employment, regardless of how small they think the issue to be.

Privacy Obligation on employees not to release confidential information about their customers without their express consent including: Name Address Phone number Buying habits Marital status Methods of payment Purchases Class Activity – Questions Why is privacy important? How would you feel is a business gave away your personal information?

Finding information on legal requirements You understand the legal requirements of your position and how to conduct your duties in a legal manner. Update understanding of legal issues by: Asking Human Resources Asking Management Research internet Class Activity – Questions What information would you seek from each of the avenues identified in this slide?

Emerging technological trends
The hospitality and tourism industry is all about connections Connecting people, places and cultures Using new technologies, social media, and social networks can help to foster the connections that we share Class Activity – General Discussion Is technological change a good or bad thing? Why? What technology is commonly used in the tourism industry? How has this changed in recent years? What technology do you think has had the greatest impact?

Technology greatly impacts on all aspects of operations The improvements in technology have been immensely beneficial for the industry It has made the world a smaller place and made it easier for businesses to get in touch with customers Discuss points.

The main ways technology can enhance the industry are: Streamline and speed up access and delivery of services Improve management and profitability of operations Enhance marketing of the industry as a whole and the businesses within it Improve the relationships between businesses and its customers Class Activity – General Discussion Identify different types of technology exists to help achieve the goals identified in this slide.

Examples of trends Standardized set of XML messages for the distribution of tour and activity data Short-term, purely spontaneous travel specials Dedicated travel apps Sharing of traveller’s personal information to simplify bookings Discuss points.

Examples of trends Advanced travel search engines Travellers to find activities and local content in a mobile optimized environment Small business owners to access the business travel market Hotels and resorts to communicate with guest through on property mobile before, during, and after their visit to the property Discuss points.

Examples of trends Hotels manage their online reputation and social media Friends to collaborate and plan trips together Travellers research and decide where to go, where to stay and what to do Discuss points.

Local community information
Ways in which an organisation can benefit the community includes: Employing staff from the community Using local suppliers Investing in the local community through a range of programs Recommending community businesses Class Activity – General Discussion As a manager how can you implement these activities, as identified in the slide.

To be able to recommend community businesses, staff should have a thorough understanding of: Local attractions Shopping and retail areas Events and festivals Eateries Supermarkets Local transport Activities Places of worship Activity Get the audience to discuss identify examples of each. What information do they know about the businesses they identify.

The best ways to gather community information includes: Visiting local businesses and finding out what they provide Talking to management and staff Collecting and reading brochures Keeping up with local media Visiting the local Tourist Information Centre Attending town meetings Looking at notice boards in shopping centres Class Activity – General Discussion Which sources are the best to get information? Activity Trainer to either provide examples of different sources of information or get the audience to research actual resources under each category. They may need to identify 3-5 sources for each category.

Collection of effective information
To date we have explored different types and sources of information that are essential to enable staff and management of an organisation operate in a successful manner. It is important that the information that is collected is: Accurate Suited to the needs of their organisation Class Activity – General Discussion How can you make sure information collected is accurate and useful?

Data and Information Whilst the word ‘information’ has been used to date, in effect this is the collective term for ‘data’ that has been collected Data is a piece of information that can be collected and interpreted by an organisation for their use What types of data are there? Class Activity – General Discussion What is data? What types of data are there?

Types of data The two most common sources of data are:
Primary data – collected for a specific purpose Secondary data – generic information Class Activity – General Discussion What is the difference between these two? Which is more accurate and why? Which is more commonly collected and why?

Primary data Primary research data is newly generated research information that you yourself or the organisation create The need for primary research data commonly arises because of gaps in the information available through the secondary research data Class Activity – General Discussion What are examples of primary data? How can you collect it? When would primary data be collected instead of secondary data?

Primary data The most common forms of primary market research for tourism businesses include: Customer surveys In-house questionnaires and feedback sheets Focus groups Electronic responses on the website Observation Class Activity – General Discussion What types of information would you gather from each identified point?

Primary data Primary data Primary data is considered to be either:
Qualitative research Quantitative research Class Activity – General Discussion What is the difference between these two types of research?

Primary data Qualitative research
Qualitative research does not look at numbers It tries to find out the reasoning behind certain actions, procedures, activities or ways of thought. It explores reasoning Class Activity – General Discussion What would you use this research method for?

Primary data Qualitative research Advantages:
It provides richness and depth of information It provides interactive and snowball brainstorming Invites expression of opinions Uses open-ended questions designed to stimulate thinking Can be conducted quickly Class Activity – General Discussion Discuss the advantages

Primary data Qualitative research Disadvantages:
It does not provide a sample of people that is representative of a target population Results are open to subjective interpretation Moderator could bias results by steering group in a set direction Dominant group member could sway or outweigh opinions of other group participants Class Activity – General Discussion Discuss the disadvantages

Primary data Quantitative research
Based on structured, closed-ended questionnaires Aims to gather responses that can be summarised in numbers Summarise the information quantitatively or numerically by percentages, frequencies and averages Samples can be larger More representative and statistical techniques can be used to draw conclusions Class Activity – General Discussion What would you use this research method for?

Primary data Quantitative research
The main types of quantitative research are: Mail survey Telephone survey Face-to-face interview Combination of mail/telephone surveys Observation Class Activity – General Discussion Discuss points.

Primary data Quantitative research Advantages:
The objectivity of the results Sample can be representative of target population Simply structured answers Interviewer bias is not such a problem More cost effective Can measure consumer attitudes, behaviour and trends over time Class Activity – General Discussion Discuss the advantages

Primary data Quantitative research Disadvantages:
Sampling difficulties Problems with interpretation of reliability and validity Well designed research requires a basic understanding of statistical techniques Deriving accurate results depends upon meaningful questionnaire design Class Activity – General Discussion Discuss the disadvantages

Primary data Qualitative & Quantitative research
Customer Evaluation Forms Customer evaluation forms are a perfect example of where these two types of research are used: Quantitative – Where customers are asked to rate an aspect of the operations between 1 – 5 Qualitative – Where the customer is asked to give comments or explanations Class Activity – General Discussion Discuss the disadvantages

Secondary data Secondary data Using information that already exists
A business can generate secondary research data from its sales figures, databases from other sources Should be used before primary research is undertaken Class Activity – General Discussion What is the advantages and disadvantages of using secondary data?

Secondary data Main types of secondary data
Business and industry-specific journals and periodicals Trade, professional and business associations Government statistics Libraries Internet Government websites Private market research firms Newspapers and magazines Class Activity – General Discussion What information can be gathered from these sources?

Using business technology
All organisations use technology to access, organise and monitor information that is relevant to the operations There is a wide selection of information that can be collected for a variety of purposes Class Activity – General Discussion What business technology is used in an organisation? What information is derived from this technology?

Information systems An information system is a way for managers to: Assess information needs Develop information from existing operations, an internal audit or current situation analysis, external audit and the market research process Distribute information accurately to the right person in the right place at the right time Class Activity – General Discussion What systems are used in a hospitality organisation? (eg Micros, Fidelio) What systems are used in a tourism organisation? (eg Galileo, Amadeus)

Information systems Reports The most efficient way that information software systems can help managers is through the collation of data into useful reports: What reports can be produced? Class Activity – General Discussion & Review of reports Trainer to refer to the list of reports commonly used on pages of the Learner Guide. Where possible, examples of these reports should be distributed and discussed.

Point of sale systems Different outlets will use separate equipment to handle transactions specific to their needs including: Cash registers Point-of-sale (POS) terminals Class Activity – General Discussion & Demonstration of systems Where are these systems commonly used? What do they record? What information can be extracted from them? Trainer to demonstrate POS systems and their capabilities.

Cash registers A cash register is a machine that is used to accurately record transactions including: Charges Methods of payments Issue of accounts and receipts Store of cash and non-cash payments Class Activity – General Discussion & Demonstration of systems What is the benefits of cash registers? Why are they commonly used?

Cash registers X and Z Readings
Cash registers are the most common equipment used in recording sales. A summary of takings is obtained through the use of: ‘X’ reading ‘Z’ Reading Activity: Discussion a) Ask audience the difference between an ‘x’ and ‘y’ reading? b) What are they used for? c) What information do they give you? d) What systems have the capacity to provide an ‘X’ or a ‘Z’ reading.

Cash registers X Reading
An ‘X’ reading provides an updated reading/report on all the financial transactions processed through the cash register/terminal during the shift or day An ‘X’ reading can be taken at any stage during a shift to get an updated summary Activity: Show and demonstrate Trainer to show, demonstrate and explain how to get an ‘x’ reading. Explain the information contained on an ‘x’ reading to the audience. Discuss points. .

Cash registers Z Reading
A ‘Z’ reading provides a final report on all the financial transactions that have been processed through the register/terminal during the shift or day A ‘Z’ reading is only done at the end of a shift of day Activity: Show and demonstrate Trainer to show, demonstrate and explain how to get an ‘z’ reading. Explain the information contained on an ‘z’ reading to the audience

Cash registers Additional information
More importantly these systems provide useful information in relation to the day’s trade including a breakdown of, but not limited to: Amount of each item sold Financial information including average spends Sales taken by each staff member Activity: General Discussion Why is this information useful? What other information can you derive from cash registers?

Internet The internet is a great source of information which allows users to gather endless amounts of valuable information without leaving the workplace: Suppliers Industry associations Government bodies Specific properties Activity: General Discussion & Refer to Manual What websites are good providers of industry information? Is the information free or come at a cost? Please refer to the Manual for specific examples and locations of such materials.

Updating information To keep learning, you must source the most recent and relevant information about what is happening in: The industry in general Your sector of interest Your workplace department Your job Activity: General Discussion Why is this important?

Updating information You should seek to identify a wide range of issues such as: Changing and emerging trends New techniques and workplace practices New equipment and technology New recipes Initiatives relating to advertising, marketing and promotion Changes to legislation, regulations & codes of practice Market research information Trends Activities that the opposition is undertaking Activity: General Discussion Discuss these points

Learning opportunities
Not only is the regular updating information beneficial to the organisation, it also helps develop your own understanding and level of knowledge: What learning and development activities can you undertake? Activity: General Discussion Discuss different types of learning and development opportunities

Learning options On-the-job Staff meetings and briefings Undertaking advanced formal studies Participating in training courses and seminars Keeping tuned in to TV, cable, electronic media and the Internet Doing a relevant correspondence courses Activity: General Discussion Discuss points Learning options may include: On-the-job – using personal observation and feedback from customers to gain knowledge Staff meetings and briefings – these are common ways for management to share relevant information. Staff notice boards, staff s, staff newsletters are also used Undertaking advanced formal studies - at university, tertiary or a private college Participating in training courses and seminars organised by industry associations, government departments, or by suppliers Keeping tuned in to TV, cable, electronic media and the Internet – your efforts should be targeted to specific industry sites, articles etc Doing a relevant correspondence courses such as distance education or self-paced learning which may be available

Learning options Subscribing to hospitality journals, newsletters and periodicals Becoming a member of an industry association or union Attending industry functions, product launches or promotions Trying something new Taking time to visit the opposition Activity: General Discussion Discuss points Learning options may include: Subscribing to hospitality journals, newsletters and periodicals Becoming a member of an industry association or union – and actively attending meetings, reading their publications, contributing to any research they undertake Attending industry functions, product launches or promotions – not only to network but to learn about the products and services that are on show/being presented Trying something new – always let management know you are eager to learn and volunteer for different jobs so that you can gain a diversity of experience and skills Taking time to visit the opposition – to see what they are doing, to check out their levels of service, to identify the promotions they are running and to determine if anything they are doing can be effectively transferred to your venue.

Using information Using information to enhance performance
To advise customers of up-coming events, specials To make recommendations and suggestions To provide additional information To demonstrate professionalism To help make sales Activity: General Discussion Discuss points

Using information Using information to enhance performance
To generate repeat business from customers To generate referral business To comply with general operational requirements To entice the customer to increase expenditure To answer routine questions Activity: General Discussion Discuss points

Research and analyse information
Element 2 Introduce topic. Class Activity – General Discussion Ask general questions: What information would you need to research? What does analyse mean?

Performance Criteria for this Element are: Define objectives of research clearly and consistently with organisational requirements Ensure data used in research is valid and relevant to research purposes Ensure research strategies are appropriate to the requirements of the research and make efficient use of available resources Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Performance Criteria for this Element are: Ensure methods of data analysis are reliable and suitable to research purposes Ensure assumptions used in analyses are clear, justified and consistent with research objectives Ensure conclusions are supported by evidence and contribute to the achievement of the organisation’s goals and objectives Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Focusing research As can be seen there are many types of information that can be collected, using a wide array of sources, to address endless aspects of an operation No person can keep abreast of all information. In addition, each organisation will have different informational needs and priorities Activity: General Discussion Discuss points

Focusing research Therefore instead of collecting information for the sake of it, there must be a specific purpose and focus on what should be researched: What information is more important to collect than other? Activity: General Discussion & List Think of a local hospitality organisation that needs improvement. Identify where their informational research priorities should lie?

Assessing information needs
The following questions can be of assistance when assessing information research needs: What types of decisions are you regularly called on to make? What types of information do you need to make these decisions? What types of information do you regularly get? What types of special studies do you periodically request? What types of information would you like to get that you are not now getting? Activity: General Discussion Discuss the importance of the questions

Assessing information needs
What information would you want daily? Weekly? Monthly? Yearly? What magazines and trade reports would you like to see on a regular basis? What specific topics would you like to be kept informed of? What types of data analysis programs would you like to be kept informed of? What do you think would be the four most helpful improvements that could be made to the present information system? Activity: General Discussion Discuss the importance of the questions

Research process and plan
A research process is a four step activity: Define the research problem and objectives Develop the research plan for collecting information Implement the research plan by collecting and analysing the data Interpret and report the findings Activity: General Discussion Discuss the four steps as an introduction. These will be explained in great detail over the next sections.

Defining the research problem
The first step is to try to identify exactly where the focus of research and information collection should be concentrated on. XYZ Hotel For example, XYZ Hotel may examine whether undertaking a renovation to their accommodation rooms will lead to greater profits for the organisation as a whole. Activity: General Discussion Discuss the four steps as an introduction. These will be explained in great detail over the next sections. Explain the XYZ Hotel example will help discuss the points.

Determining specific research questions
The research problem and research objectives must then be translated into specific research questions that address particular information needs: What questions would you have if you were the XYZ Hotel? Activity: General Discussion Discuss the points and the example.

Determining specific research questions
XYZ Hotel What do customers consider value when staying at a hotel? Will upgrading our facilities keep current patrons? Will upgrading our facilities attract new patrons? What specific upgrades will add value to a hotel experience? Will upgrading facilities lead to a competitive advantage over the completion in the area? What extra revenue will the customers be willing to pay? What are the potential costs of refurbishment? What is the expected profitability of upgrading facilities? Activity: General Discussion Discuss the points and the example.

Define research objectives
By using research questions as the basis, research objectives may identified: What research objectives would you have if you were the XYZ Hotel? Activity: General Discussion Discuss the points and the example.

Define research objectives
XYZ Hotel Identify components of value in the customer’s eyes Identify needs of current customers Identify what the competition is providing to customers Identify products and facilities that can be upgraded Identify potential costs of refurbishment, including loss of income during refurbishment Identify timeline and steps associated with refurbishment Identify expected profitability of upgrading facilities Activity: General Discussion Discuss the points and the example.

Developing the research plan
Once the objectives have been determined, it is now time to identify and develop the research plan This is the framework in which trying to find the answers to the research questions and objectives are based Activity: General Discussion Discuss the points.

Gathering secondary data
XYZ Hotel: Industry journals to identify current trends in hotels Statistical information on the industry, its offerings and market segments Discussions with industry bodies relating to projected activities and areas of concerns in the industry Trade magazines and websites to identify range of products and facilities that can be upgraded Activity: General Discussion What other secondary data sources would you gather information from?

Gathering primary data
XYZ Hotel: Customer surveys to identify customers current satisfaction, needs and areas of value Phone meetings with current and potential customers Interviews with customers Visiting equipment supplies Visiting competitors Getting a financial advisor to prepare financial forecasts Getting contractors to prepare a renovation budget and timeline Activity: General Discussion What other secondary data sources would you gather information from?

Implementing the research plan
Implementing the plan involves collecting, processing, editing and analysing the data: What considerations need to be taken into account when implementing the research activity? Activity: General Discussion Discuss the question in the slide.

Implementing the research plan
It is important that all people associated with the research activity have an understanding of the exercise and what is expected of them including: Objectives of the research project Methods of data collection to use Timeframes for collecting data Budget associated with project Communication of findings Activity: General Discussion What is the best way to ensure all necessary people are informed of the research activity and what is required of them?

Monitor the research plan
When monitoring the progress of the research plan some suggestions include: Start small Review research method on a regular basis Understand the issues at hand Be flexible in research methods Focus on answering objectives Activity: General Discussion What is the best way to monitor the research plan?

Analysing information
Once data has been collected, it is now analysed for the purpose of shedding light on answering the research objectives. Analysis of data is a process of inspecting, cleaning, transforming, and modelling data with the goal of: Highlighting useful information Collecting evidence Suggesting conclusions Supporting decision making Activity: General Discussion What activities take place when analysing information collected? What do you do with the information analysed?

Analysis of quantitative information Make copies of your data Tabulate the information, i.e., add up the number of ratings, rankings, yes's, no's for each question For ratings and rankings, consider computing a mean, or average, for each question Consider conveying the range of answers Activity: General Discussion Discuss this point.

Analysis of "qualitative" information Read through all the data Organize comments into similar categories Label the categories or themes Attempt to identify patterns where people may have similar feelings or thoughts Activity: General Discussion Discuss this point. Read through all the data. Organize comments into similar categories, e.g., concerns, suggestions, strengths, weaknesses, similar experiences, program inputs, recommendations, outputs, outcome indicators, etc. Label the categories or themes, e.g., concerns, suggestions, etc. Attempt to identify patterns where people may have similar feelings or thoughts

Interpret information
The aim of interpreting information is to review all the information collected with the hope of: Providing a summary of key pieces of evidence In which assumptions, conclusions and recommendations be based The process is not to find reason or purpose in all the information collected, but to methodically compile and interpret evidence that is relevant Activity: General Discussion Discuss this point.

Ensuring clear, justified and consistent assumptions
Whilst at some stage, the person who collects and interprets information will have to make some assumptions and then recommendations based on these, it is important that their assumptions are as valid and accurate as possible: How can you do this? Activity: General Discussion Discuss this question in the slide.

Ensuring clear, justified and consistent assumptions
Trying not to box findings into a solution they think is correct, as opposed to what is seen as correct Don’t draw general conclusions or assumptions based on only one or two findings It is important to have supporting evidence from different sources Try to be critical in making assumptions by trying to find holes or weaknesses in them Discuss the findings with another person/s to see if assumptions are consistent Activity: General Discussion Discuss the importance of these points. Is there anything else you can do?

Report the findings Now that assumptions have been made in reference to the information collated and summarised, it is now time to prepare and record: Findings Conclusions Recommendations Activity: General Discussion What format should this be presented? (The correct format will be explained in the next section)

Report the findings It is essential that:
Important findings relate to the original research problem and objectives Any recommendations that are made should be based on factual evidence collected during the data collection process The conclusions presented must be understandable to management and practical to the problem at hand Activity: General Discussion Discuss the points.

Report the findings It is essential that:
The level and scope of content depends on to whom the report is intended including owners, management, employees, clients, customers, the public Be sure to record the research plans and activities in a research plan which can be referenced when a similar research effort is needed in the future Activity: General Discussion Discuss the points.

Element 3 Present information Introduce topic.
Class Activity – General Discussion Ask general questions: What is the best way to present information based on a research activity? Does it always need to be formal? Does it always need to be in a written format?

Present information Performance Criteria for this Element are:
Present recommendations and issues in an appropriate format, style and structure using suitable business technology Ensure structure and format of reports are clear and conform to organisational requirements Report and distribute research findings in accordance with organisational requirements Obtain feedback and comments on suitability and sufficiency of findings in accordance with organisational requirements Trainer identifies the Performance Criteria for this Element, as listed on the slide.

Presenting findings and recommendations
Depending on the nature of the research activity, the findings may be presented in a wide variety of ways to suit the importance, formality and intended audience Simple research activities may result in findings being ed or may require a more formal approach Activity: General Discussion How can you present information?

Presenting findings and recommendations
Methods of presenting recommendations Some ways to present information include: Formal meetings One-on-one or group discussions Staff briefings Prepare notices for distribution on walls Written reports Training sessions Activity: General Discussion What is the benefit of each method? When would you use each method?

Preparing the research report
Where a formal report is required, either to supplement a verbal meeting or to provide structured and documented evidence, it is important that it is prepared in a manner that is: Easy to read by a wide base of potential audiences In a logical and concise manner Activity: General Discussion Why is this important?

It is important that the research report is documented in a manner that provides an accurate snapshot of the: Purpose of the research activity Research objectives Research activities Evidence collected Recommendations and conclusions Activity: General Discussion Why is this important?

Contents of a Research Report Title Page Table of Contents Executive Summary Purpose of the Report Background Information Activity: General Discussion & Refer to manual What is included in each section of the report? Refer to Pages 64&65 of the Trainee Manual for detailed explanation of what is covered under each step.

Presenting the research report
Once the appropriate method of presenting recommendations has been decided, it is now time to prepare and present the recommendations This planning is just as important as the actual research activity itself Activity: General Discussion What would you prepare before making a presentation?

Preparing for the presentation
Step 1 – Obtain the necessary information for the presentation Step 2 – Work out the structure of the actual presentation Step 3 – Arrange all required information in the required sequence Step 4 – Identify the key points that need to be made in the presentation Activity: General Discussion What are the activities associated under each step? (They will be described in detail over the next few slides)

Step 5 – Write a draft presentation (script) Step 6 – Practise the draft presentation Step 7 – Develop the necessary presentation aids and materials Step 8 – Rehearse the total presentation Activity: General Discussion What are the activities associated under each step? (They will be described in detail over the next few slides)

Step 1 – Obtain the necessary information for the presentation Classify material that you have captured into the three traditional categories of: Must present, must know Could present, could know Nice to present, nice to know The focus of the delivery has to be on the ‘must present’ information. Activity: General Discussion Discuss points.

Step 2 – Work out the structure of the actual presentation The traditional structure of a presentation will generally consist of three parts: An introduction to the presentation The main body of the presentation Summary Question and Answers Activity: General Discussion What should be included in each part?

Introduction Let the audience know what the presentation is going to be about Acknowledge and make reference to any information about the topic that the audience already has Tell the audience what your objectives are Give an overview of what you are going to present Advise them of any participation you have organised for them Activity: General Discussion Discuss the points. What is an ‘icebreaker’ and provide examples of how to use them.

Main body Keeping focussed on your identified objectives Putting the information into context Starting with the simple and moving to the more complex Integrating A-V and presentation aids into the presentation Ensuring a logical flow of information Seeking clarity Involving the audience Activity: General Discussion Discuss the points.

Summary This section of the presentation should be quite brief, summarising the information that was contained in the main body Only key points should be provided in the summary Include a set of conclusions, or recommendations for future action ‘Thank you’ Activity: General Discussion Discuss the points.

Q & A sessions: Encourage questions Respond enthusiastically Don’t get annoyed with one person who asks lots of questions Provide concise and accurate answers Acknowledge good and incisive questions Never be afraid to admit when you don’t know the answer to a question Thank participants for their questions Activity: General Discussion Discuss the points.

Step 3: Place the information in order Ordering your information is a fairly logical process and can be best achieved if you follow these simple steps: Write down a series of subheadings you wish to present in the main body Arrange the subheadings into a logical order and then number them in a logical sequence Use a numbering system Activity: General Discussion Discuss the points.

Step 4: Identify key points The type of key points you select will depend upon the factors below: The objectives you hope to achieve with your presentation The type of presentation or occasion The type of information you have access to The characteristics of the audience The depth and breadth of your knowledge and experience Activity: General Discussion Discuss the points.

Step 5: Prepare a draft Use headings in your notes Keep in mind the objectives Consider the audience characteristics Use language that has a clear meaning Present in an informative and interesting manner Identify where to use visual aids Activity: General Discussion Discuss the points.

Step 6: Practise your verbal presentation You need to practise your verbal presentation by reading it out aloud to identify: Information that does not flow smoothly Areas too detailed or wordy Sections that are not clear or concise Information that is difficult to present verbally Areas you just have difficulty with Activity: General Discussion Discuss the points.

Step 7 – Develop the necessary presentation aids and materials PowerPoint presentations Diagrams, models and charts Products, samples and models Paper-based materials DVDs, slides, overhead projection sheets Whiteboards, flip charts, posters Video or teleconferences DVDs Activity: General Discussion Discuss the points.

Step 8: Rehearse the entire presentation You will need to practise: Reading the information Showing the visual materials while delivering the verbal presentation Your stance The speed and pace of presentation Controlling your breathing Integrating the roles of other presenters Activity: General Discussion Discuss the points.

Preparing the audience in advance
Once the appropriate method of presenting recommendations has been decided, it is now time to distribute findings to the intended audience In many cases, it may be wise to distribute written reports to the audience in advance so they have a chance to carefully review and discuss the report Activity: General Discussion Why is this important? How would you distribute the report to them in advance?

Deliver the presentation
Prior to the presentation Before the actual presentation commences there are several things you should do to maximise both your chance of success and the effectiveness of the presentation: Check who is attending Review the presentation Prepare the venue Check your personal presentation Activity: General Discussion Why is this important? What needs to take place?

Making the presentation Speech delivery: Volume Speed or pace of delivery Tone, pitch and modulation Pronunciation Activity: General Discussion Why is this important? What do you need to keep in mind?

Making the presentation The message: Your objectives are your message The presentation needs to stay focussed on this Attention should be paid to ensure that the information prepared is in fact the information presented Activity: General Discussion Why is this important? How can you ensure you present all the necessary information and not leave anything out?

Making the presentation Gestures and facial expressions: Smiling is a positive facial expression that will make you look and feel relaxed Try to adopt a stance that you feel comfortable with Use your hands only when they are needed Try to look relaxed Try to use a range of different gestures and expressions Avoid using nervous body movements but portray enthusiasm Activity: General Discussion & Demonstrate Why is this important? The trainer should demonstrate these points showing their effectiveness when making presentations

Making the presentation Eye contact: Eye contact is an extremely important form of non-verbal communication Try to remember that by maintaining eye contact, it is possible to personally include members of the audience into your presentation Activity: General Discussion & Demonstrate Why is this important? How can you maximise ‘eye contact’ with a large audience?

Making the presentation Using cue cards Cue cards can be used in many ways, including: To jog your memory To remind you of difficult concepts or ideas To ensure you remain focussed or on track To provide you with an order in which key points are presented To assist you with presenting factual information, such as figures or statistics Activity: General Discussion What should be written on cue cards?

Making the presentation Involving the audience Involving the audience usually enhances the success of any presentation because adults generally prefer ‘active’ learning to ‘passive’ learning: How can you involve the audience? How can you involve quiet people? Activity: General Discussion Ask questions in slide.

Obtain feedback In the event that findings are presented in a meeting, it is important that the audience is able to provide feedback, suggestions or general comments: What is feedback? Why is getting feedback important? What type of feedback can be given? Activity: General Discussion What is feedback? Why is getting feedback important? What type of feedback can be given?

Obtain feedback Feedback could come in the form of:
Providing general comments Providing expert advice Providing suggestion Providing criticism Providing acceptance and approval Translate recommendations to action plans Activity: General Discussion What is difference between these types of feedback?

Handle Questions There may be a number of questions in which the audience may want to ask Presenters should see questions from audiences as a positive thing and not as an interruption or a distraction Activity: General Discussion When is the best time to ask or answer questions?

Handle Questions Purpose of questions
Demonstrate the audience is interested and paying attention Provide an extra opportunity for clarify information Enable a check to be made on the level of understanding the audience has Facilitate interaction with the audience Help make a passive session into an active one Activity: General Discussion Discuss points

After the presentation
Whilst most questions may be clarified during the presentation, it is unlikely that all questions or actions required will be resolved Where this occurs, you have to arrange to get the required information to them after the presentation has finished Activity: General Discussion What is the best way to do this? What activities can take place after the presentation has concluded?

Follow up activities Arranging a follow-up meeting or another presentation Posting information on the website Mailing hard copy information to individuals Activity: General Discussion Discuss importance of these points.

Follow up activities Issuing a media release Meeting with individuals after the presentation, in the venue, and discussing things there Deciding follow up action resulting from the recommendations or conclusions in the research report Activity: General Discussion Discuss importance of these points.

GATHER AND PRESENT PRODUCT INFORMATION

Similar presentations

Presentation on theme: "GATHER AND PRESENT PRODUCT INFORMATION"— Presentation transcript:

Similar presentations

About project

Feedback

Log in

Auth with social network:

GATHER AND PRESENT PRODUCT INFORMATION

Similar presentations

Presentation on theme: "GATHER AND PRESENT PRODUCT INFORMATION"— Presentation transcript:

Similar presentations

About project

Feedback