10.1 Types of communication Topic Formal and informal communication Verbal and non-verbal communication Appropriateness of different types of communication for communicating with internal and external stakeholders The need for careful planning, considering possible outcomes before, during and after the event Documents for meetings and presentations The need to analyse and evaluate if meetings or presentations have been successful

4.1 Opportunities Topic How opportunities arise, including: • changing needs or wants for a product or service • change in the ability to meet needs or wants • advances in technology • changes in government policy. 4.2 Risk Topic Risks involved in enterprise Identify risks Analyse the implications of each risk Decide if the risk is worth taking or not Plan how to manage the risks Attitudes to risk 4.3 Legal obligations Why laws and regulations to protect stakeholders are needed in the areas of: • employment • production • marketing and selling • finance. The impact of laws and regulations on all stakeholders in these areas 4.4 Ethical considerations Topic How an enterprise may have an impact on communities and society Ethical considerations within enterprise (i.e. choosing to run an enterprise following moral values and beliefs) The impact of ethical considerations on the operation of an enterprise

Unit 2: Features of worldwide destinations 2.1 Demonstrate knowledge of the main global features 2.2 Demonstrate awareness of different time zones and climates 2.3 Investigate travel and tourism destinations 2.4 Identify and describe the features which attract tourists to a particular destination

Unit 3: Customer care and working procedures 3.1 Deal with customers and colleagues – “the moment of truth” 3.2 Identify the essential personal skills required when working in the travel and tourism industry 3.3 Follow basic procedures when handling customer enquiries, making reservations and payments 3.4 Use reference sources to obtain information 3.5 Explore the presentation and promotion of tourist facilities

Unit 1: The travel and tourism industry 1.1 Understand and explain the structure of the international travel and tourism industry 1.2 Investigate the social, cultural, economic and environmental impact of travel and tourism 1.3 Identify the role of national governments in forming tourism policy and promotion 1.4 Investigate the patterns of demand for international travel and tourism Note: Text book used: Cambridge IGCSE Travel and Tourism Publisher: Cambridge University Press Author: Smith, J D and Warburton, F ISBN 9780521149228

1 – Business activity and influences on business This section covers the various objectives of a business, changing business environments and the criteria for judging success. The focus is on the importance of having clear business objectives and how the business environment provides opportunities for, and imposes constraints on, the pursuit of these objectives.

Unit 5: Marketing and promotion 5.1 Role and function of marketing and promotion 5.2 Market segmentation and targeting 5.3 Product as part of the marketing mix 5.4 Price as part of the marketing mix 5.5 Place as part of the marketing mix 5.6 Promotion as part of the marketing mix

Unit 4: Travel and tourism products and services 4.1 Identify and describe tourism products 4.2 Explore the roles of tour operators and travel agents in the chain of distribution 4.3 Describe support facilities for travel and tourism 4.4 Explore the features of worldwide transport in relation to major international routes

1.1 Meeting customer needs 1.1.1 - The market 1.1.2 - Market research 1.1.3 - Market positioning

1.3 Marketing mix and strategy 1.3.1 - Product/service design 1.3.2 - Branding and promotion 1.3.3 - Pricing strategies 1.3.4 - Distribution 1.3.5 - Marketing strategy

1.4 - Managing people 1.4.1 - Approaches to staffing 1.4.2 - Recruitment, selection and training 1.4.3 - Organisational Design 1.4.4 - Motivation in theory and practice 1.4.5 -Leadership

3.1 Skills of enterprising people Topic Enterprise skills may include: • the practical skills and knowledge to create products and services • leadership • influencing skills • team-building • delegation • problem-solving • prioritisation/time management • self-confidence • resourcefulness • innovation • taking initiative • taking calculated risks • taking responsibility • motivation/determination to succeed • creativity • perseverance. 3.2 Behaviours of entrepreneurs How entrepreneurs use their enterprise skills

2.1 - Raising finance 2.1.1 - Internal finance 2.1.2 - External finance 2.1.3 - Liability 2.1.4 - Planning

2.5 External influences 2.5.1 - Economic influences 2.5.2 - Legislation 2.5.3 - The competitive environment

2.3 Managing finance 2.3.1 - Profit 2.3.2 - Liquidity 2.3.3 - Business failure

2.2 Financial planning 2.2.1 - Sales forecasting 2.2.2 - Sales, revenue and costs 2.2.3 - Break-even 2.2.4 - Budgets

Topic 4.3_ Business Communication Tools

Topic 4.4_Communicating via the Web

Edexcel GCSE Unit 4 - Business Communication