National Adult Literacy Database

This video is one of the resources prepared as part of the Emerit professional certification program developed by the Canadian Tourism Human Resource Council (CTHRC).

Here, the focus is on communication and the importance of tourism workers establishing rapport with customers. The narrators point to three steps that can be used to establish rapport: anticipation; introduction; and connection.

The narrators note that only seven percent of human communication involves the spoken word. Ninety-three percent of communication is based on tone, body language, and gestures.

The CTHRC works on behalf of 174,000 businesses in the tourism sector by addressing labour market issues and promoting professionalism.