Effective Communication Training to Improve Exelent Service Skills for Vocational Students in Tourism and Hospitality

Abstract

Effective Communication Training to Improve Excellent Service Capabilities for Vocational School Students in the Tourism and Hospitality Sector aims to 1) Improve students' effective communication skills. 2) Develop students' self-confidence to be able to communicate well and provide excellent service. 3) Encourage the creation of a young generation with good communication skills so that they are better prepared to enter the world of work directly after graduating from school. The method carried out has 3 stages: A) Situation analysis is carried out through service tracing and study of related themes. B) Object Intervention with lectures, FGDs and training. The themes of lectures and discussions are 1) Effective Communication 2) Excellent Service to Customers. 3) Ethics in communicating.  C) Evaluation is carried out with pre and post test as a quantitative measurement method of changes in cognition before and after implementation. In general, students' knowledge about customer service can be said to have a fairly good basis, it can be seen with pretest results of 72.9% and after the intervention an average increase to 82.1%. This increase is based on pre-tests and post-tests that have been carried out. The highest score of the post test is 100 while the lowest score is 45. It can be concluded that this PKM activity is able to have a positive impact on knowledge about how to communicate effectively, while from

the affective side, participants become more understanding of how effective communication will be able to have a direct effect in providing excellent service to customers.  With the increasing skills and abilities of vocational students, it will become the main capital of vocational students to be able to compete in the world of work which mainly emphasizes the competence of providing services to customers.