Vita Rezeki Andiyan (2020) Strategies Of English Communication In Giving Information And Responding Question In Guiding At The 10 November Museum Of Surabaya. Tugas Akhir D3 thesis, UNIVERSITAS AIRLANGGA.

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Abstract

The success of delivering a tour guide’s idea is important when conducting tour-guiding activity. In working as a tour guide who deals with mostly foreign tourists, appropriate communication play a big part in making tourists satisfied. During the internship at the 10 November Museum of Surabaya, the writer conducted observation on the strategies of giving information and responding to questions of the tourist. From the observation, the writer learned that a successful tour-guiding is important because it affects tourist satisfaction. While working as a tour guide who dealt with mostly foreign tourists, the writer used some strategies to build good communication with the foreign tourist. The seven strategies of communication that the writer used during her internship at the 10 November Museum of Surabaya are: using appropriate content, providing information in appropriate sequences, creating positive effects to the audiences, and using appropriate opening and closing. The writer also used strategies of effective communication which are: focus on the audiences, concentration on non-verbal communication, and dealing with complaints. Other than using strategies to build communication in tour guiding activity, the tour guide also conducted the strategies of responding to tourists’ questions which are listening and responding.

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