Tourism Communication N5 — Document
June 2018 — N5 — Tourism Communication
N5
2018
Nated Tourism
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Q1— Section header —
1.1You are interested in the position as mentioned in the case study, but ould li ke more specific information about the salary, working hours and other requirements. Formulate THREE questions that you will ask when you enquire about this
1.2How would you deal with a client who is very dissatisfied and difficult about poor service which was offered to him /he by your colleague? (5\
1.3Define the term conflict. (5\
1.4
1.5What would be the grounds for dismissal in the following situations? Write only the word or words next to the question number (1.5.1
1.5.4\in the ANSWER BOOK.
1.5.1After train ing, Mpho is still unable to send an email.
1.5.2fter a car accident Peter is often absent from work for long time periods. 5140195
1.5.3John and the senior consultant do not see eye to eye and are always in conflict with one another.
1.5.4
1.6Name FOUR alternative solutions that management should look at instead of retrenching employees. (4\
1.7In the companies there are many sexual harassment incidents which are not reported. Define what is meant by sexual harassment (3\
1.8Indicate the type (form\of conduct (sexual harassment\in each of the following situations.
1.8.1Anna is wearing very tight revealing dresses.
1.8.2Promise the manager sexual favours in exchange for promotion.
1.8.3advantages at this company.
1.8.4
1.9Name FIVE hints that you should keep i n mind when dealing with sexual harassment. (5\ 36] 5140195
Q2— Section header —
2.1A position for a junior consultant became available at Direct Travel and Tours and was advertised on 8 September 2016 in The Star. Apply for this position by writi ng the covering letter that will be attached to your CV and certificates.
2.2Compile the CV of Vusi Mabunda, who was born on 14 May 1993, ID number 9305145745087. His home address is 15 Ndaba Street, Lenasia, 1827. The telephone number is 072 172 3291. He is in excellent health and has a
Q3— Section header —
3.1You are dealing with a very upset client and have to remain calm. What should you remember with regard to the effective use of your voice while addressing the client? M ake reference to the following:
3.1.1Pitch
3.1.2Tempo
3.1.3
3.2Indicate whether the following statements are TRUE or FALSE. Choose the answer and write only 'True' or 'False' next to the question number (3.2.1
3.2.10\the ANSWER BOOK.
3.2.6An example of an open ended question is: Would you agree to these conditions? Being nervous is one of the psychological barriers during a job interview. Mass media only refers to the radio and television.
3.2.10You should arrive 5 minutes before the scheduled time for a job interview. The starting time of the seminar is not important. The accommodation for the guest speakers coming from far away will be required
3.3Meta language is often used in advertisements to give the receiver a better idea of the message that the sender is trying to convey. Choose a term from COLUMN B to match the description in COLUMN A. Write only the letter (A
3.3.5\in the ANSWER BOOK. COLUMN A COLUMN B
3.3.5The ocean is as smooth and calm pond Travel to the ends of the earth
3.4The manager at Direct Travel Agency has to prepare a motivational speech for the staff.
3.4.1List THREE ways, which he should keep in mind, in order to have a catch
3.4.2
3.5Different types of interview are conducted using different types of med ium
3.5.1Name FOUR actors influencing the choice of the right audio visual medium for presentation. (4\
3.5.2Explain what is meant by audio visual aids. (2\
3.5.3Give TWO examples of an aid as mentioned in QUESTION
3.5.1(2\
3.5.4Name ONE aid that you would use to train the staff in ticketing and motivate your choice. (1 + 1\ (2\ [40] 514019540
Q4— Section header —
4.1Name THREE reasons why companies or pe ople advertise (3\
4.2Indicate whether you use SUBJECTIVE or OBJECTIVE language to communicate each of the following situations. Choose the answer and w rite only 'Subjective' or 'Objective' next to the question number (4.2.1
4.2.5\in the ANSWER BOOK.
4.2.5In Zim babwe the US dollar is accepted. Don't miss this unique opportunity. This is the best value for your money. Gaborone is the capital city of Botswana. Direct Travel Consultant
4.3Expl ain why you would use each of the mass media forms as indicated below, for the purpose of each advertisement given.
4.3.1A honeymoon special package to the Reunion in 'Move magazine'.
4.3.2
4.4List THREE disadvantages of using the radio for advertising. (3\
4.5When you work in the marketing department, you have to use different strategies to market your products and services. What i s meant by the term target market in advertising? (2\
4.6Give THREE factors that should be considered when dividing the market into segments. (3\ 5140195
4.7Use a full page in the ANSWER BOOK to draw up a display advertisement. Dire ct Travel Consultant needs to appoint candidates to act as tour guides in Africa. The successful candidates will be stationed in Namibia for September,
5.1Organisational structures and formal communication channels within the Company are essential.
5.1.1Explain how the company can utilise the informal channel to its advantage.
5.1.2
5.2Draw TWO columns in the ANSWER BOOK with the following headings: PRIVATE MEETING and PUBLIC MEETING. Arrange the following types of meetings under the abovementioned headings.
5.2.6
5.3Indicate whether the following statements are TRUE or FALSE. Choose the answer and write only 'True' or 'False' next to the question number
5.3.5\ the ANSWER BOOK.
5.3.5The minutes are written in the third person and past tense. At a public meeting no decisions are taken, only recommendations are formulat ed. A meeting can be convened by the chairperson or secretary.
5.4Gi ve the terminology for each of the following descriptions:
5.4.5A meeting held behind closed doors. The m inimum number of members present for constituting a meeting. The changing of a word or phrase in a motion. An amo unt of money paid for professional services rendered.
5.5Notice of a special staff meeting was given at Direct Travel Consultants to be eld on 8 December 2018 at 10:00. The
Topics Identified
5
Business EnvironmentsForms of OwnershipBusiness FunctionsLeadershipBusiness Plan
Mark Allocation
Total200 marks
Sections40 + 40 + 40 + 40 = 160 marks
Key Information
Contact Number011
123 4130 · 0514574508
Qualification TypeDiploma
Paper information
TitleDocument
SubjectTourism Communication
LevelN5
Document typeQuestion paper
Year2018
MonthJune
Pages10
Downloads5
Examination context
Decade2010s
Years ago8y
SeasonWinter (SH)
Start dayFriday
Exam periodJune 2018
Days since exam3,053
About Tourism Communication examination preparation
Tourism covers South African tourism attractions, the tourism industry, and customer service. The examination tests knowledge of local attractions, industry terminology, and practical scenario application.
How to use this resource for revision
A TVET past examination paper is most useful when it is treated as an active revision exercise. Try the questions yourself before checking the corresponding memorandum. Where you make an error, identify the reason — was it a knowledge gap, a calculation mistake, an interpretation issue, or an examination technique problem?
For stronger examination practice, complete the paper without unnecessary interruptions and keep track of the questions that take the most time. Afterwards, review the memorandum and separate knowledge gaps from mistakes caused by interpretation, calculation, structure, or examination technique.
knowledge of SA attractions
tourism industry terminology
customer service principles
interpreting tourism scenarios
applying tourism regulations
A practical revision approach
Focus on knowledge of local attractions, provincial tourism assets, and industry terminology. The memorandum rewards factual recall alongside scenario-based application.
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