2.1 Write research evaluating the different communication methods and demonstrate how they are used for best effect.(DEFINE COMMUNICATION AND EXPLAIN TYPES OF COMMUNICATION . VERBAL COMMUNICATION,NON VERBAL COMMUNICATION AND WRITTEN COMMUNICATION WITH DIAGRAMS AND STATE THE ADVANTAGES AND DISADVANTAGES OF EACH) 2.2 Analyse how customer perception is influenced by customer service delivery (AC2.1; AC2.2) Provide real industry example where appropriate and there should be clear use of reference on the information used. Assessment Method • Individual Reflection (Stating your contribution to the group task, including your overall understanding of LO2 and its assessment criteria (2.1; 2.2 & M2, D3). In addition, include in your poster creative diagrams and pictures to show various communication methods and its uses. (Merit 2) You should show evidence of innovative thought and creativity on the customer service policy designed (D3) 2.1 evaluate different communication methods and how these are used to best effect. Writing /non-verbal and verbal 2.2 analyse how customer perception is influenced by customer service provision. Textbooks Crouch G et al — Consumer Psychology of Tourism, Hospitality and Leisure — Volume 3 (Cabi Publishing, 2004) ISBN 085199749X Cole G — Management Theory and Practice (Thomson Learning, 2003) ISBN 1844800881 Chattell A — Managing for the Future (Saint Martin’s Press, 1995) ISBN 0312124317 Dawson S — Analysing Organisations (Palgrave Macmillan, 1996) ISBN 0333660951 Goodman G S — Monitoring, Measuring and Managing Customer Service (Jossey Bass Wiley, 2000) ISBN 0787951390 Hayes J and Dredge F — Managing Customer Service (Gower Publishing, 1998) ISBN 0566080052 Lattin GW – The Lodging and Food Service Industry (Amer Hotel and Motel Association, 2002) ISBN0866122354 Powers T and Borrows CW – Introduction to Management in the Hospitality Industry (John Wiley & Sons, 2005) ISBN 0471706388 Walker JR – Introduction to Hospitality Management (Prentice Hall, 2003) ISBN 0131112937 Websites www.dfes.gov.uk Department for Education and Skills www.informationcommissioner.gov.uk Information Commissioner’s Office www.instituteofcustomerservice.com Institute of Customer Service