Báo cáo Giao tiếp với khách du lịch nước ngoài và viết từ các cuộc phỏng vấn

ig groups, how to share work equally among members, how to gather individuals into an united one, etc...All of these will be very helpful for our profession in the future, and this time is for other important skill: communicating with foreign tourists and writing report from the interviews. As the ones who are studying tourism, this project brings us a valuable chance to approach one of the most important factors in tourism: tourists. This is also our motivation to do the project. After 2 weeks working together, we completed this interview report in collaboration of 2 members. It contains our enthusiasm and our effort in collecting and synthesizing information in order to get the best result. We two include: 1. Tô Hồng Nhung, who is responsible for: + Interview questions. + Results. + Discussion. 2. Đỗ Thị Tuyết Trinh, who is responsible for: + Introduction. + Also the results. + Recommendations and Conclusion. II, Interview questions 1, Places: Sword Lake (Hoan Kiem Lake) – Dinh Tien Hoang Street. Temple of Literature – Quoc Tu Giam Street. 2, The way tourists were approached: At the beginning, while sightseeing round and round the lake, we saw many tourists. Taking time to check whether they were free of not, each of us took turns to ask for the tourists’ helps. While interviewing, we did not only focus on the answer, but also received the extra comments of the foreigners, their feelings and some interesting informations they shared. After doing with the interview, we gave each tourist a little handicraft dragonfly made by bamboo as for their helps. 3, Attitudes of interviewees and communication problems: For the foreigner speaking English, they were very social and friendly. But some of the foreigners refused to do the interview because there were too many students chose the same place with us. Some showed their real interests with interviewers, some just answered quickly to continue their plan. Some just smiled (and we understood that’s a refuse), some totally ignored us, For the foreigner who could speak a little English, we used some body languages and simple words to explain what we wanted to ask, and they answered quickly. At first they were surprised, but then they understood and sympathized with us. While taking photos with guests, we discussed about some gestures should be used. For example, the gesture showed “Victory” in Vietnam (V) has different meanings to some other cultures. In America, it means “Peace and Love” (we have already learned that in Intercultural Communication). But in Europe, we have to be very careful, because showing it in different side of the hand shows bad meaning. Some foreigners spoke too fast and used their accent voice that we had to try hard to understand by speaking separated words. Sometimes, approaching the tourists might lead to misunderstanding. Because in Vietnam, there are many beggars, street vendors, etc…approaching, following tourists, so some interviewees quickly refused and showed their uncomfortable expression just when they saw us (and we indeed did not a chance to say anything). 4, Questionnaire Name: Tô Hồng Nhung and Đỗ Thị Tuyết Trinh Class: A3K15 Group 2 QUESTIONAIRE: “Vietnam in your eyes” PERSONAL BACKGROUND: Name: ………………………………… Nationality:……………………………… Age: ………………………………….. Sex: ………………………………….. Independent or group traveler: ……………………………… QUESTIONS 1. Is this the first time you visit Vietnam? Yes No 2. Where do you come from? Asia Europe America Africa Australia 3. Why did you choose Vietnam? Travel Visit relative, friends,… Business/ Work Study Other 4. Where did you visit? Beaches Heritages Nature reserve Historical places Other 5 Where will you intend to visit? Beaches Nature reserve Historical places Other Heritages 6. Where did you get information? Internet Experience Travel Agency Reference Other 7. Did you find the information useful? Yes No 8. Which kind of tourist service did you use? Tour operator Tourist Information Center Group tour 9. What kind of accommodation did you choose? Hotel/ Motel Home-stay Other 10. What do you think about the quality of accommodation? Very good Good Normal 11. Have you try any kind of foods in Vietnam? Yes No 12. What is your feeling about food in Vietnam? Very good Good Normal 13. Did you satisfy with the food service? Yes No 14. What do you think about the food sanitary in Vietnam? Very good Good Normal 15. What mean(s) of transportation did you choose in Vietnam? Bus Taxi Train Boat Bicycle Other … 16. Did you go shopping in Vietnam? Yes No 17. Is that impressed you much? Yes No 18. Do you find any places of entertainment in Vietnam? Yes No 19. Did you satisfy with that? Yes No 20. What impressed you the most in Vietnam? Landscape Foods People Other 21. Will you come back and recommend Vietnam to your friends? Yes I have no idea III, RESULTs 1, Questionaire: 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 1.Wesley B C B A C A B A B A A A A A AB F A A A B B A 2.Tho -mas A E A B E A A A A A A A B B A E A B A A C B 3.Irene A B A A C D C A A B C A A A A C A B C B B B B C A 4. Axel A B A C C E A A A C A A A B C C A D A A A B B A 5.Ken- vin B C D B D A B A C C A B C B B B A A A C A 6.Omar B D B C B B A A C A B B C D E A A A A D A 7. Gabriel A C A F B A A B A C A B C B A E A B A B A B 8.Mei Xin B A C F A C A A A A C A C F A A A A D B 9.Jang Youn Su A A D C B B C C A A B C F A A A A A B 10.James A E A F A C A A A B A A A B C B A A A A B C B 11.Henry B C C A D B A B A A B A C A B C A A A B B 12.Daniel A C C D C B A A A B C B B B B B A B 13.Kerian A B A F E C A B C A C A A C C A B B B B A B 14.Mi-chael B E C C E A B B A A A B B C D E A B A B C B As can be seen, this doughnut chart presents the different origin of each interviewee: Asia, Europe, America, Australia and Africa. Among 5 continents, Europe and America have the biggest percentage of persons, which were outlined. These two aspects both account for 28,57% of 14 interviewees. The proportion of Australian is slightly smaller than those first top. 3 in 14 foreigners, comes in at 21,42% people came from the land of kangaroo. 28,57% originated in Asia, and African makes up only 7,15% of the data. This chart shows the fact that the target markets of Vietnam tourism are: Europe (especially France), America (especially USA), Australia. China, Korea, Japan are 3 toppers of Asia marker for Vietnam. In conclusion, wherever the tourist comes from, all the professional of tourism field should behave the same and try best to take advantages in this competitive field. Reasons for travel This pie chart shows the reason for traveling to Vietnam of 14 interviewed. There are 5 aspects: Travel (proper traveling); Travel to visit relatives or friends; Travel for work or Business and Other reasons. As can be seen, the reason for “just travel” comes in at 42.88%, is the largest proportion. Business or work reason accounts for 28.56%, is the second large percentage. The amount of tourists who want to travel for visiting relatives or friends, or for other reasons are rather small. The percentages of those 2 reasons are the same with 14.28% for each. In short, traveling is the most-chosen reason of tourists coming to Viet Nam. This shows that Vietnam is always an interesting place in Asia to visit. Places visited or intend to visit This bar chart shows the number of 14 tourists’ chosen places in Vietnam. It contains 5 aspects: Historical destination, Heritages, Nature Reserve, Beaches and Other choices. It can be seen that the 2 tops of the chart are historical places and heritages. 8 of 14 interviewees chose places related to history for their travel and the same people with the heritages in which 4 tourists visited them, the rest marked those destinations as their next schedules. With nearly four thousand-age-old culture, it is easy to understand why Vietnam has so many famous historical sites that attract most tourists, such as Dien Bien Phu, Cu Chi Tunnel, Hoa Lo Jail, etc. Beside historical places, travelers were excited and eager to see the heritages because of their unique and huge cultural values. The next most chosen place is beaches. Two people traveled there and liked them a lot, three people said that they planned to go there in near future. Indeed, Vietnamese beaches are always attractive destinations cause with the seashore lengthens over 3,500 kilometers, many of our beaches ranked high position among the most beautiful beaches in the world like Mui Ne and the Emerald of Water Nha Trang…. The same amount of people chose or will choose nature reserve as their beloved places. Some other people had different choices to visit in Vietnam. They take 4 over 14 interviewees of this chart. In sum, the choices of tourists are rather various but they all have the same point of expectations to experience the originality and specialty of Vietnam Tourism when they come here. Sources of information The chart illustrates the way tourists used to get information about Vietnamese tourism. There are many sources that they may use and one person can use more than one way to find out the data so we only synthesize the following 5 main sources of information: Internet; Tourists have experience themselves; Travel Agency; through Reference and Other sources of information. As shown in the chart, there is half of interviewees searched information from internet. This ratio ranks at the first place among those 5 sources. We all know that internet is very popular in the world nowadays which you can find nearly everything. That’s why most tourists used it to find out information they needed. Specially, there are 6 tourists who had known Vietnam before through their previous visits. These visitors seemed to be rather knowledgeable of Vietnamese tourism such as where to go, for how long, the best hotels to stay, etc. Getting information through reference for 5 over 14 tourists selected. That’s not a small number. It shows the strength of the word of mouth. Four travelers used information from travel agency and only 2 people got it from other sources which is the smallest ratio compared with the rest 4 aspects. Still with these 14 interviewees, there is 78,57% of them said that the sources of information they got were really helpful, 21,43% remaining evaluated them not actually very useful. Accommodation The chart represents the information on the ratio of tourists using kinds of accommodation. Although their choices are rather different, there are two main kinds of lodgings that most chosen: Hotels or Motels; Home-staying and some other kinds for the aspect “Others”. According to this pie chart, hotel and motel were mainly chosen by the travelers, which accounting for 71,44%. There was much smaller percentage uses home-stay (14,28%) that is equal to the proportion of using other lodging. Altogether, foreign tourists often choose hotels or motels during their stay. The reason might be the variety of quantity and quality of these accommodations in Vietnam. There are many kinds of hotels range from 1 to 5 stars that can satisfy the lodging needs of most tourists. Moreover, hotel is such lodging most popular in Vietnam, not home-staying or other ones. That is why the ratio of using these kinds is so far smaller than using hotels or motels. Quality of accommodation The chart above describes the tourists’ evaluation about the quality of accommodation in Vietnam. There is a difference among 3 estimations: Very good, Good and Normal. Also with 14 interviewees, there were 8 people said the quality of Vietnamese accommodation’s good, accounting for 57,14% which ranks the largest ratio in the chart. 35,72% of them evaluated the quality normal or acceptable. The evaluation for “very good quality” only comes in at 7,14% - the smallest proportion. In general, the pie chart shows a satisfactory result, but we still need to improve the better service to satisfy all the needs of tourists as much as we can. Foods in Vietnam Level Aspect Very good Good Normal Quality 6 7 1 Food service 4 5 5 Food sanitary 1 4 9 This table describes the evaluations of tourists about Vietnamese foods. It contains of 2 elements: level (columns) and aspect (rows). As can be seen, the level 1 (Very good) very first place recorded is quality, shows Vietnamese foods suit many foreigner, especially traditional foods such as pho, spring rolls, kinds of noodle…Level “Good” also marked 7 for quality of the foods. Peaked at 9 for level 3 (Normal) is food sanitary, which needs to be improved in the future. The quality of the food was evaluated the best of cuisine in Vietnam. Almost all of the rates shared between very good (6) and good (7) that must continue to improve in the future. Food service’s votes maintain the same for every level (4 and 5), at the medium side. Food sanitary has the lowest rate: only 1 vote for very good, 4 for good, while normal is 9, the biggest number. This result shows the weakness in cuisine of Vietnam. Summing up, the problems of food service and sanitary have to be solve to upgrade the position of Vietnam. Means of transportation chosen by 14 foreigners As can be seen, this bar chart presents the number of foreigner (in 14) used each mean of transportation. Bus is considered the best choice of transportation for tourist come to Vietnam, especially for those chose group tour. This is the reason why bus peaked at 8, the highest bar of the chart. Stay at the second place, 6 interviewees chose different means of transportation from the chart. Cyclo, motorcycled taxi were chosen…according to their reason to come, time and situations.Taxi has become more and more popular all over the world and also Vietnam because of its convenience. 6 in 14 tourists chose taxi to arrive their desired places. However, many comments in negative way were received about taxi service in Vietnam, The third place shared between train and bicycle, recorded at 5. What better way to travel a long distance than a train with reasonable price. Far away from pollution and long for a ride, bicycle becomes the best choice to cycle around the place. Because the waterway in Vietnam has not increased to catch up with the development of the world, the number of persons used boat stay at 3, the lowest rate of the chart. The results prove that in the future, the quality of transportation must be improved, especially taxi and boat to attract more tourist. Shopping and entertainment SHOPPING ENTERTAINTMENT The two pie charts compare the differences between shopping and entertainment of foreigners in Vietnam. It divided into 3 kinds: foreigners tried the service and satisfied, tried and not satisfied and some have never tried before. Shopping has the greater percentage of persons tried and satisfied, makes up 57,14%, more than half of 14 people; while the percentage of entertainment is only stayed at of shopping. The number of people tried and did not satisfy with shopping service is less than entertainment about 28%. The reasons for these are: a kind of entertainment in Vietnam are not various and catches up with neighbors in the South East Asia. On the other hand, Vietnamese handicrafts are sophisticated and productive: ceramics, silk… For the new comers, the percentage recorded at about 25% for both kinds. In general, both kinds of service in Vietnam are not as populated as the potentiality of Vietnam tourism. Things impressed foreigner the most The pie chart shows the proportion of things impressed tourist the most in Vietnam. In general, they are divided into 4 main visible elements: people, landscape, foods and others. The greatest percentage of the chart accounts for 35,71%, belongs to people. Since The Open State in 1990, tourism has been becoming one of the quintessential sectors of Vietnam economy. Vietnamese people were commented to be friendly, enthusiastic, hard-working and willing to learn. Known as the small country with huge natural resources, landscape attract 28,57% tourist the most. With many international culture heritages, 4000-thousand-year history, sight-seeing tour and historical tour are two main kinds for landscaping in Vietnam. Foods were recorded at 21,43%, and others were recorded at 14,29%, illustrate the various interests of tourists. In the future, the field of tourism should emphasize the people element; improve the quality of human resource to increase the quantity of tourist every year. IV, Discussion 1, General statement This is the most difficult mission for us since we entered university. This is also the first step to our profession in the future, working with mainly foreign tourists. For us, the first time is always the hardest part. Going over it, things become more familiar with us to be confident to communicate with tourists. At first, this report is a “disaster” for students because it not only required much time but also asked us to analyse the proportions in English - things we do not do very often. Talking to foreign tourists, we asked and also be asked. Some questions from them were really…hard to answer, especially questions about solving the tourism’s problem. We took photos with them and they asked for taking photos with us in return. Some interviewees were so enthusiastic to talk about many things that’s hard to say goodbye to them in order to continue our interview. It’s so fun! In general, this report really brought us many interesting things that we have never thought about. 2, Learning objective We thought that this is our duty to pass the middle exam for KS1. All the teaching staff required us many things, because now we are third-year students. Different from the 1st year and 2rd year, while doing assignment we could search the information in internet, or through other visua sources, but for KS1 we have to do it all ourselves and have to think deeply plus plan everything well before doing. This is a report, not an assignment any longer. We have to study more seriously in such a strict manner or else, we will fail and have to redo it again. Besides, doing this report is the first step for us to make effective presentations. This helps improving the skills of communication, skills of pair work, doing report,etc… 3, Effective of the questions Questions help us to sort the information, arrange them then representing in charts, graphs, tables, etc…in order to analyse and sum up the information. Through the visual aids we use, audience could have a deeply understanding about the topic we reported, the purposes of the report. In this report, we use closed question with available options for interviewees to answer. This is the basic way to get and summarize the information. We avoided using opened questions because in our opinion, that way can not get a clear summary for our report. Choosing the right questions is not easy. Illustrating it is in good way even more difficult. We tried our best to do that, and we hope that the teaching staff will satisfy with our report! V, RECOMMENDATIONS As we all know, since Vietnam has become a member of WTO, Vietnam is on the non-stop advancing impetus. Other countries know more about our country, this means tourism has more chances to develop. Therefore, Vietnam’s tourism needs to improve to catch up with the advancing impetus of the country. Vietnam, which is considered a new destination of tourism, should not satisfy with the things that gained so far. It’s necessary to find possible ways to improve the satisfaction of tourists in order to make our country become a firm position in visitors’ hearts that they want to visit Vietnam again and again. Some ways are out of reach for Vietnamese tourism, but some ways are not. To place ourselves in the position of people who will work in non-smoking industry, we think that we can do something to support that purpose: The first thing is listen: In order to improve tourists’ satisfaction, we have to listen well to realize what they actually want, what they expect when they come to Vietnam, etc…Never ignore them and try our best to support these expectations. Always keep smiling and show your friendliness. This is an old lesson but usually true anytime. That smile will leave a good impression in tourists’ minds which makes they feel more relaxing and comfortable Keep the surroundings ‘environment of destinations clean because many tourists complain about the littering that they see everywhere. Share the ideas to vary the tourism’s products that are rather poor in Vietnam VI, CONCLUSION It could be the most difficult task that we have ever done. There were many disadvantages but it does not mean that there were not any advantages. The most difficult thing is getting information from the interviewees because many of them didnot have enough time to answer all our questions, or if they did, they sometimes had not got so much enthusiasm for helping us. In addition to that, one of us is taking a part-time job thus it’s hardly for us to get together for all the time of doing the project. Moreover, synthesizing selected information was fairly complicated because there were too many aspects to do and some answers did not really true cause most foreign tourists are too polite to say something negative about the country they have been visiting. However, going abreast with disadvantages, there were many advantages that we encountered. Our confidence and communication skill improved gradually through each interview. Besides, this total new kind of task brought us chances to arrange time, study many things new and useful, also the way to contact effectively with many types of foreign tourists. Finally, we sincerely thank our English teachers who guided us whole - heartedly to complete this task. Some mistakes in this project may be unavoidable. We hope to receive the contribution of ideas to do the better one next times. Hanoi, April 2010 ._.