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Introduction ………………………………………………………………………………page 2

Task 3a: Evaluate existing communication processes in Vietravel and look to ensure and improve appropriateness…………………………………………………………………page 2

Task 3b: Implement and justify improvements to ensure greater integration of systems of communication in Vietravel………………………………………………………………page 6

Task 3c: On a personal level, identify the weaknesses and develop a plan to improve communication skills………………………………………………………………………page 8

Task 4a: Evaluate existing approaches to the collection, formatting, storage; disseminating information and knowledge at Vietravel………………………………………………..page 10

Task 4b: Implement and justify appropriate changes to improve the collection, formatting, storage, and disseminating information and knowledge………………………………page 12

Task 4c: Implement a strategy to improve access to the current system of information and knowledge to others as appropriate…………………………………………………….page 14

Conclusion………………………………………………………………………………..page 15

Reference…………………………………………………………………………………page 16

Introduction:

Follow the scenario, Vietravel has being one of the top Being one of the top leading tourism companies in Vietnam today, Vietravel is the most professional and advanced tour packaging service provider since 1995. Vietravel has been continuously expanding and affirming itself not only within the domestic scope but also internationally. Communication is the heart and soul of any travel agency like Vietravel. Agents not only keep in close contact with their clients, but they offer the personal services that only a professional and experienced travel agent can. By booking their clients' trips; informing them of travel specials, deals, and tips; and by offering personalized suggestions and imaginative alternatives, travel agents rely on consistent personal communication to maintain close relationships. In today's age of canned responses and mass e-mails that can seem impersonal and cold, it becomes even more important to establish relationships based on speaking person to person. New technology helps agents optimize time and efficiency in regard to communications not only provides better service and value to clients, but helps solidify the most important aspect of a sale: the one-to-one personal relationship between an agent and a client. As a Customer Service Officer of Vietravel, I will report directly to the CEO in order to improve various services provided by company.

Task 3a: Evaluate existing communication processes in Vietravel and look to ensure and improve appropriateness.

The best way to understand communication is how to summarize as the transmission of message from the sender to the receiver to understanding clearly. The process for the communication is made up of four key components. That is including sender, message, receiver and feedback, and the communication process begins with the sender and end with the receiver.

[pic]

In communication process, sender can use many way to transfer the information to receiver to help them can understand the message clearly such as meeting (face to face) calling directly, etc. and when the receiver understand the message clearly so the sender will ask them give back the feedback to make the cycle as picture above. Vietravel thinks that the communication within the company is importance for exchange the information between each branch and department to help the CEO can capture the operation in company to make the decisions for company development at the right time. The structure of Vietravel activities are presented in the following graph:

[pic]

• Communication between CEO with Director of each department:

In this communication so the sender is the CEO and the receiver is the Director of each department. The CEO is the one who make the decision for each department operation and distribution of work for each...
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