Documentos de Académico
Documentos de Profesional
Documentos de Cultura
knowledge
D2.TCC.CL1.07
Trainer Guide
Develop and update
tourism industry
knowledge
D2.TCC.CL1.07
Trainer Guide
Project Base
Acknowledgements
The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member
States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia,
Myanmar, Philippines, Singapore, Thailand and Viet Nam.
The ASEAN Secretariat is based in Jakarta, Indonesia.
General Information on ASEAN appears online at the ASEAN Website: www.asean.org.
All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox
Development for Priority Tourism Labour Division”.
This publication is supported by Australian Aid through the ASEAN-Australia Development
Cooperation Program Phase II (AADCP II).
Copyright: Association of Southeast Asian Nations (ASEAN) 2012.
All rights reserved.
Disclaimer
Every effort has been made to ensure that this publication is free from errors or omissions. However,
you should conduct your own enquiries and seek professional advice before relying on any fact,
statement or matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFE
are not responsible for any injury, loss or damage as a result of material included or omitted from this
course. Information in this module is current at the time of publication. Time of publication is indicated
in the date stamp at the bottom of each page.
Some images appearing in this resource have been purchased from various stock photography
suppliers and other third party copyright owners and as such are non-transferable and non-exclusive.
Additional images have been sourced from Flickr and are used under:
http://creativecommons.org/licenses/by/2.0/deed.en
http://www.sxc.hu/
File name: TG_Develop_&_update_tour_ind_knowledge_270812
Table of contents
Competency Based Training (CBT) and assessment an introduction for trainers .............. 1
Instructions for Trainers for using PowerPoint – Presenter View ................................... 171
© ASEAN 2012
Trainer Guide
Develop and update tourism industry knowledge
© ASEAN 2012
Trainer Guide
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
Unit of Competency
Like with any training qualification or program, a range of subject topics are identified that
focus on the ability in a certain work area, responsibility or function.
Each manual focuses on a specific unit of competency that applies in the hospitality
workplace.
In this manual a unit of competency is identified as a „unit‟.
Each unit of competency identifies a discrete workplace requirement and includes:
Knowledge and skills that underpin competency
Language, literacy and numeracy
Occupational health and safety requirements.
Each unit of competency must be adhered to in training and assessment to ensure
consistency of outcomes.
© ASEAN 2012
Trainer Guide 1
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
Element of Competency
An element of competency describes the essential outcomes within a unit of competency.
The elements of competency are the basic building blocks of the unit of competency.
They describe in terms of outcomes the significant functions and tasks that make up the
competency.
In this manual elements of competency are identified as an „element‟.
Performance criteria
Performance criteria indicate the standard of performance that is required to demonstrate
achievement within an element of competency. The standards reflect identified industry
skill needs.
Performance criteria will be made up of certain specified skills, knowledge and attitudes.
Learning
For the purpose of this manual learning incorporates two key activities:
Training
Assessment.
Both of these activities will be discussed in detail in this introduction.
Today training and assessment can be delivered in a variety of ways. It may be provided
to participants:
On-the-job – in the workplace
Off-the-job – at an educational institution or dedicated training environment
As a combination of these two options.
No longer is it necessary for learners to be absent from the workplace for long periods of
time in order to obtain recognised and accredited qualifications.
Learning Approaches
This manual will identify two avenues to facilitate learning:
Competency Based Training (CBT)
This is the strategy of developing a participant‟s competency.
Educational institutions utilise a range of training strategies to ensure that participants are
able to gain the knowledge and skills required for successful:
Completion of the training program or qualification
Implementation in the workplace.
The strategies selected should be chosen based on suitability and the learning styles of
participants.
© ASEAN 2012
2 Trainer Guide
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
Flexibility in Learning
It is important to note that flexibility in training and assessment strategies is required to
meet the needs of participants who may have learning difficulties. The strategies used will
vary, taking into account the needs of individual participants with learning difficulties.
However they will be applied in a manner which does not discriminate against the
participant or the participant body as a whole.
Catering for Participant Diversity
Participants have diverse backgrounds, needs and interests. When planning training and
assessment activities to cater for individual differences, trainers and assessors should:
Consider individuals‟ experiences, learning styles and interests
Develop questions and activities that are aimed at different levels of ability
Modify the expectations for some participants
Provide opportunities for a variety of forms of participation, such as individual, pair and
small group activities
Assess participants based on individual progress and outcomes.
The diversity among participants also provides a good reason for building up a learning
community in which participants support each other‟s learning.
Participant Centred Learning
This involves taking into account structuring training and assessment that:
Builds on strengths – Training environments need to demonstrate the many positive
features of local participants (such as the attribution of academic success to effort,
and the social nature of achievement motivation) and of their trainers (such as a
strong emphasis on subject disciplines and moral responsibility). These strengths and
uniqueness of local participants and trainers should be acknowledged and treasured
Acknowledges prior knowledge and experience – The learning activities should be
planned with participants‟ prior knowledge and experience in mind
Understands learning objectives – Each learning activity should have clear learning
objectives and participants should be informed of them at the outset. Trainers should
also be clear about the purpose of assignments and explain their significance to
participants
Teaches for understanding – The pedagogies chosen should aim at enabling
participants to act and think flexibly with what they know
Teaches for independent learning – Generic skills and reflection should be nurtured
through learning activities in appropriate contexts of the curriculum. Participants
should be encouraged to take responsibility for their own learning
© ASEAN 2012
Trainer Guide 3
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
© ASEAN 2012
4 Trainer Guide
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
© ASEAN 2012
Trainer Guide 5
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
Simulation Games
When trainees need to become aware of something that they have not been conscious of,
simulations can be a useful mechanism. Simulation games are a method based on "here
and now" experience shared by all the participants. The games focus on the participation
of the trainees and their willingness to share their ideas with others. A "near real life"
situation is created providing an opportunity to which they apply themselves by adopting
certain behaviour. They then experience the impact of their behaviour on the situation. It
is carried out to generate responses and reactions based on the real feelings of the
participants, which are subsequently analysed by the trainer.
While use of simulation games can result in very effective learning, it needs considerable
trainer competence to analyse the situations.
Individual /Group Exercises
Exercises are often introduced to find out how much the participant has assimilated. This
method involves imparting instructions to participants on a particular subject through use
of written exercises. In the group exercises, the entire class is divided into small groups,
and members are asked to collaborate to arrive at a consensus or solution to a problem.
Case Study
This is a training method that enables the trainer and the participant to experience a real
life situation. It may be on account of events in the past or situations in the present, in
which there may be one or more problems to be solved and decisions to be taken. The
basic objective of a case study is to help participants diagnose, analyse and/or solve a
particular problem and to make them internalize the critical inputs delivered in the training.
Questions are generally given at the end of the case study to direct the participants and to
stimulate their thinking towards possible solutions. Studies may be presented in written or
verbal form.
Field Visit
This involves a carefully planned visit or tour to a place of learning or interest. The idea is
to give first-hand knowledge by personal observation of field situations, and to relate
theory with practice. The emphasis is on observing, exploring, asking questions and
understanding. The trainer should remember to brief the participants about what they
should observe and about the customs and norms that need to be respected.
Group Presentation
The participants are asked to work in groups and produce the results and findings of their
group work to the members of another sub-group. By this method participants get a good
picture of each other's views and perceptions on the topic and they are able to compare
them with their own point of view. The pooling and sharing of findings enriches the
discussion and learning process.
Practice Sessions
This method is of paramount importance for skills training. Participants are provided with
an opportunity to practice in a controlled situation what they have learnt. It could be real
life or through a make-believe situation.
© ASEAN 2012
6 Trainer Guide
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
Games
This is a group process and includes those methods that involve usually fun-based
activity, aimed at conveying feelings and experiences, which are everyday in nature, and
applying them within the game being played. A game has set rules and regulations, and
may or may not include a competitive element. After the game is played, it is essential
that the participants be debriefed and their lessons and experiences consolidated by the
trainer.
Research
Trainers may require learners to undertake research activities, including online research,
to gather information or further understanding about a specific subject area.
© ASEAN 2012
Trainer Guide 7
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
© ASEAN 2012
8 Trainer Guide
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
© ASEAN 2012
Trainer Guide 9
Develop and update tourism industry knowledge
Competency Based Training (CBT) and assessment an introduction for trainers
Therefore, when assessing competency, an assessor has two possible results that can be
awarded:
Pass Competent (PC)
Not Yet Competent (NYC)
Pass Competent (PC).
If the participant is able to successfully answer or demonstrate what is required, to the
expected standards of the performance criteria, they will be deemed as „Pass Competent‟
(PC).
The assessor will award a „Pass Competent‟ (PC) if they feel the participant has the
necessary knowledge, skills and attitudes in all assessment tasks for a unit.
Not Yet Competent’ (NYC)
If the participant is unable to answer or demonstrate competency to the desired standard,
they will be deemed to be „Not Yet Competent‟ (NYC).
This does not mean the participant will need to complete all the assessment tasks again.
The focus will be on the specific assessment tasks that were not performed to the
expected standards.
The participant may be required to:
a) Undertake further training or instruction
b) Undertake the assessment task again until they are deemed to be „Pass Competent‟
© ASEAN 2012
10 Trainer Guide
Develop and update tourism industry knowledge
Competency standard
Competency standard
UNIT TITLE: DEVELOP AND UPDATE TOURISM INDUSTRY KNOWLEDGE NOMINAL HOURS: 30
UNIT DESCRIPTOR: This unit deals with skills and knowledge required to generate and maintain basic knowledge of the tourism industry generally, including
sector and legislative information: this unit is specific to the host country in which it is delivered.
© ASEAN 2012
Trainer Guide 11
Develop and update tourism industry knowledge
Competency standard
© ASEAN 2012
12 Trainer Guide
Develop and update tourism industry knowledge
Competency standard
Element 2: Source information on compliance Sources of overseas and international visitors and tourists, visitor arrivals‟ data, visitor arrivals‟
and related issues which impact on the tourism forecasts, outbound figures
industry Visitor numbers by market sector, such as business, tourist, adventure, sight-seeing, historic,
2.1 Identify sources of information on legal issues, visiting friends and families
and obtain such information Host country-specific facts on domestic and international visitors, including source countries,
average spend, average stay length
2.2 Identify sources of information on ethical issues,
and obtain such information Upcoming events and analysis of past events
2.3 Identify sources of information on industrial and Host country-specific tourism research projects and results of targeted visitor surveys
workplace relations issues, and obtain such Reports, publications and fact sheets
information
Existing, emerging, potential tourism products and services
2.4 Identify sources of information on current issues Industry indicators.
of concern for the industry, and obtain such
information Role of the local community/ies might include:
Element 3: Use sourced tourism industry Local community problems and opinions relating to tourism
information Impact of tourism on local communities, services, families; and use of land and facilities
3.1 Share information with colleagues and customers Trends in various areas, such as employment, crime, pollution, infrastructure, house and land
3.2 Conduct work activities in accordance with legal values.
requirements and ethical standards Tourism markets refers to:
3.3 Apply industry knowledge and information to the Countries from which the host country draws its visitors.
day-to-day operation of the tourism business
Market segments may refer to the different experiences that visitors seek when visiting the country,
such as:
Adventure
Eco-tourism
Indigenous experience
Food and wine
Cultural and heritage
Agri-tourism
© ASEAN 2012
Trainer Guide 13
Develop and update tourism industry knowledge
Competency standard
© ASEAN 2012
14 Trainer Guide
Develop and update tourism industry knowledge
Competency standard
© ASEAN 2012
Trainer Guide 15
Develop and update tourism industry knowledge
Competency standard
Legal issues will relate to the criminal and civil heads of law in the host country and address legislated
requirements, obligations and entitlements which may relate to:
Business registration and set-up requirements
Consumer protection
Duty of care
© ASEAN 2012
16 Trainer Guide
Develop and update tourism industry knowledge
Competency standard
Insurance requirements
Equal opportunity and discrimination
Workplace and industrial relations
Child sex tourism protection
Occupational health and safety
Guarantees and warranties.
Ethical issues will often intersect with legal requirements/obligations and may relate to:
Over-booking
Honesty and full disclosure in advertising and promotion
Policies on gratuities
Client privacy and confidentiality
Price setting, including commissions payable
Application of free-of-charge „familiarization‟ travel, accommodation, meals, entry fees to agents,
coach captains, pilots, media, influential people and others
Gifts and free-of-charge services
Product recommendations.
Industrial and workplace relations issues may include:
Employment instruments and employment conditions
Remuneration
Diversity and equal opportunity issues
Training
Promotions
Safety.
© ASEAN 2012
Trainer Guide 17
Develop and update tourism industry knowledge
Competency standard
Terrorism
Health scares
Environmental and social issues
Media action
Industry growth and/or contraction
Currency concerns.
Assessment Guide
Assessment must confirm knowledge:
Knowledge of the different sectors of the hospitality industry and their inter-relationships, including
a general knowledge of the role and function of the following labour divisions: food and beverage,
front office, food production/kitchen operations, housekeeping, travel agencies and tour operations
Knowledge of quality assurance, quality activities and continuous improvement in the hotel and
travel industries and the role of individual staff members within the total quality process
Ability to research industry information sources
Ability to identify relevant information
Knowledge of the role of trade unions and employer groups in the industry
Knowledge of environmental responsibilities of the industry, including waste minimization and
recycling
Knowledge of legislation, regulations and guidelines that apply to the hotel and travel industries.
Assessment Guide
The following skills and knowledge must be assessed as part of this unit:
Research skills
Analytical skills
Questioning and communication skills
Compilation and classification of information and data
Networking skills.
© ASEAN 2012
18 Trainer Guide
Develop and update tourism industry knowledge
Competency standard
Context of Assessment
This unit may be assessed on or off the job
Assessment should include practical demonstration either in the workplace or through a simulation
activity, supported by a range of methods to assess underpinning knowledge
Assessment must relate to the individual‟s work area or area of responsibility.
© ASEAN 2012
Trainer Guide 19
Develop and update tourism industry knowledge
Competency standard
Resource Implications
Training and assessment to include access to a real or simulated workplace, research tools and the
integration of information obtained into the practical operation of the business; and access to
workplace standards, procedures, policies, guidelines, tools and equipment.
Assessment Methods
The following methods may be used to assess competency for this unit:
Case studies
Observation of practical candidate performance
Oral and written questions
Analysis of a portfolio of evidence, including travel documentation produced by the candidate
Problem solving
Role plays involving interaction with customers as part of the interpretation process prior to
documentation production
Third party reports completed by a supervisor
Project and assignment work.
Collecting, organizing and analysing 3 Research, gather, analyse and collate information
information and data from a variety of sources, across a variety
of media
© ASEAN 2012
20 Trainer Guide
Develop and update tourism industry knowledge
Competency standard
Planning and organizing activities 2 Schedule research and analysis activities; organize
follow-up activities on the basis of initial information
sourced
Working with others and in teams 1 Identify research questions that others need
answers to
Using mathematical ideas and 1 Process research data and statistics to make them
techniques relevant to the individual enterprise
© ASEAN 2012
Trainer Guide 21
Develop and update tourism industry knowledge
Competency standard
© ASEAN 2012
22 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
© ASEAN 2012
Trainer Guide 23
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
2. 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.
© ASEAN 2012
24 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
3. 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.
© ASEAN 2012
Trainer Guide 25
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
4. Introduce topic.
Class Activity – General Discussion
Ask general questions:
What is information would you like to know about the tourism industry?
Why is this information important?
Where could you get this information?
© ASEAN 2012
26 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
5. Trainer identifies the Performance Criteria for this Element, as listed on the slide.
© ASEAN 2012
Trainer Guide 27
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
6. Trainer identifies the Performance Criteria for this Element, as listed on the slide.
© ASEAN 2012
28 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
7. Trainer identifies the Performance Criteria for this Element, as listed on the slide.
© ASEAN 2012
Trainer Guide 29
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
8. Trainer identifies the Performance Criteria for this Element, as listed on the slide.
© ASEAN 2012
30 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 31
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
32 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 33
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
34 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 35
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
36 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 37
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
38 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 39
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
40 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 41
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
42 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 43
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
22. Costs of goods and services – how much it costs to purchase a product or
service. Many tourism businesses now offer cheaper package deals including
flights and accommodation, increasing demand for travel
Opportunity costs – an evaluation of alternative options. Generally a travel
consumer will compare offerings from competitors, in a specific location or from
a global perspective when selecting travel
Basic needs and wants – many people work hard and want to make the most
out of their leisure time. They have specific goals towards travel and want these
fulfilled. They may be a need for relaxation, adventure of learning of new
cultures
Marketing and promotions – with easier access to greater media sources,
including the internet, many people are becoming aware of the tourism
opportunities not only in their region but around the world.
Class Activity – General Discussion
© ASEAN 2012
44 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
23. Demand for travel within the Asian region is strong, with many people seeing Asia
as a growing tourism market for a number of reasons:
Strong economic growth markets – greater business and supplementary
leisure travel
Ease of travel – ease of visa restrictions, improved infrastructure and
transportation options
Large population base – Asia comprises one of the world‟s largest population
bases
Greater demand for ‘localised’ travel – many people generally prefer to travel
in their region than take longer and often more expensive travel
Cheap package and transportation options – many tourist areas provide
very attractive travel options for the leisure market
Cheaper products and services within Asian countries – tourists enjoy
getting „greater value for money‟ for items than they would get at home.
Class Activity – General Discussion
Get the audience to discuss how each point in the slide impacts tourism in Asia.
Get the audience to express their points of view and identify why more people are
choosing Asia as a popular tourist destination.
© ASEAN 2012
Trainer Guide 45
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
46 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 47
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
48 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 49
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
50 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 51
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
52 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 53
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
54 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 55
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
56 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
35. Please refer to the Manual for specific examples and locations of such materials.
© ASEAN 2012
Trainer Guide 57
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
36. Please refer to the Manual for specific examples and locations of such materials.
© ASEAN 2012
58 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
37. 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.
© ASEAN 2012
Trainer Guide 59
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
60 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 61
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
62 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 63
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
42. Activity
Trainer to either provide examples of different sources of information or get the
audience to research actual trends under each category.
© ASEAN 2012
64 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
43. Activity
Trainer to either provide examples of different sources of information or get the
audience to research actual trends under each category.
© ASEAN 2012
Trainer Guide 65
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
66 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
45. Activity
Get the audience to discuss each type of conflict and identify actual examples that
may exist in their community.
If the conflict exists, how can it be resolved?
© ASEAN 2012
Trainer Guide 67
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
68 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
47. Activity
Get the audience to discuss identify examples of each
What information do they know about the businesses they identify.
© ASEAN 2012
Trainer Guide 69
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
70 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 71
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
72 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 73
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
74 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 75
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
76 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 77
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
78 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
57. Discuss the points and how you could do it if you were a manager.
© ASEAN 2012
Trainer Guide 79
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
80 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 81
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
60. The following slides will provide examples of each but it is a good idea to briefly
discuss so that the audience can realise the variety of the tourism industry.
© ASEAN 2012
82 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 83
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
84 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 85
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
86 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 87
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
88 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 89
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
90 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 91
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
92 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 93
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
94 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 95
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
74. Discuss. This information is incorporated into the activity on the next slide.
© ASEAN 2012
96 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 97
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
98 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 99
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
100 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 101
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
102 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 103
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
104 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 105
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
106 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 107
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
86. Introduce these topics. They will be discussed in more detail in the next few slides.
© ASEAN 2012
108 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 109
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
110 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 111
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
112 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 113
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
114 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 115
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
116 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 117
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
118 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 119
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
120 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 121
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
122 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 123
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
102. Trainer identifies the Performance Criteria for this Element, as listed on the slide.
© ASEAN 2012
124 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 125
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
126 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 127
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
128 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 129
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
130 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 131
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
132 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 133
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
134 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 135
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
136 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 137
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
138 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 139
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
140 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 141
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
142 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 143
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
144 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 145
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
146 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 147
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
148 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 149
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
150 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 151
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
152 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 153
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
154 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 155
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
156 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 157
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
158 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 159
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
160 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 161
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
140. Trainer identifies the Performance Criteria for this Element, as listed on the slide.
© ASEAN 2012
162 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 163
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
164 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 165
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
166 Trainer Guide
Develop and update tourism industry knowledge
Notes and PowerPoint slides
Slide
© ASEAN 2012
Trainer Guide 167
Develop and update tourism industry knowledge
Notes and PowerPoint slides
© ASEAN 2012
168 Trainer Guide
Develop and update tourism industry knowledge
Recommended training equipment
© ASEAN 2012
Trainer Guide 169
Develop and update tourism industry knowledge
Recommended training equipment
© ASEAN 2012
170 Trainer Guide
Develop and update tourism industry knowledge
Instructions for Trainers for using PowerPoint – Presenter View
Note:
In Presenter View:
You see your notes and have full control of the presentation
Your trainees only see the slide projected on to the screen
More Information
You can obtain more information on how to use PowerPoint from the Microsoft Online
Help Centre, available at:
http://office.microsoft.com/training/training.aspx?AssetID=RC011298761033
Please note that where references have been made to URLs in these training resources
trainers will need to verify that the resource or document referred to is still current on the
internet. Trainers should endeavour, where possible, to source similar alternative
examples of material where it is found that either the website or the document in question
is no longer available online.
© ASEAN 2012
Trainer Guide 171
Develop and update tourism industry knowledge
Instructions for Trainers for using PowerPoint – Presenter View
© ASEAN 2012
172 Trainer Guide
Develop and update tourism industry knowledge
Appendix – ASEAN acronyms
© ASEAN 2012
Trainer Guide 173
Develop and update tourism industry knowledge
Appendix – ASEAN acronyms
© ASEAN 2012
174 Trainer Guide
Develop and update tourism industry knowledge