4th Quarter Module

ELEMENTS OF TOUR GUIDING

1. COMMUNICATION SKILLS – refers to the mastery of a language or a number of languages

Includes:
a. Tone and quality of the voice, overall projection and language meaning.
b. Body language and directional gestures
c. Proper use of communication equipment.
2. RAPPORT WITH THE CLIENTS – aims to arouse the interest of the tourist in order to elicit positive responses and
appropriate questions.
How to build rapport with clients:
a. Face-to-face and maintain an eye contact
b. Proper way of asking and answering questions
c. Polite and unobtrusive way of calling people’s attention
3. MASTERY OF INFORMATION AND SKILLS - stock knowledge by the tour guide through research, interaction with
other guides and self-study.
Information given to tourist depends on the type of tour and the destination:
a. FOR HISTORICAL AND CULTURAL TOURS
-dates and chronology of events,
- important historical personalities and the former setting compared to the present usage
b. FOR NATURE TRIPPING – necessary skills and factual background information on the sights and sites.
– few legends and lore of the sites,
- flora and fauna of the region,
- capacity to highlight and provide distinction and comparison with other similar sites.
c. FOR PARCITIATORY ACTIVITIES – describe an activity,
- general information and safety measures.
- brief on preparations required.
4. KNOWLEDGE OF FOREIGN CUSTOMS AND TRADITIONS
- Knowledge of the history, civilization, society, and way of life of the countries/places
- Familiarity with the local language and current events.
- Rapport with the locals.

CRISIS MANAGEMENT IN TOUR GUIDING

WHAT IS CRISIS?
• Crisis comes from the Greek ‘krisis’, which means differentiation or decision.
 "A crisis is any situation that has the potential to affect long-term confidence in an organization or a
product, or which may interfere with its ability to continue operating normally." (2003, in Malhotra and
Venkatesh 2009, 67).

KEY ELEMENTS OF CRISIS SITUATIONS ARE:

• a triggering event, which is so significant that it challenges the existing structure, routine operations or survival
of the organization,
• high threat, short decision time and an element of surprise and urgency,
• a perception of an inability to cope among those directly affected.
• a turning point, when decisive change, which may have both positive and negative connotations, is imminent,
• characterized by ‘fluid, unstable, dynamic’ situations.

TYPES OF CRISIS
• Natural crisis
• Civil conflicts
• Epidemics
• Technology failure

CRISIS MANAGEMENT -“A systematic attempt by an organization and its stakeholders to manage or prevent crises from
occurring, such that key stakeholders believe the success outcomes outweigh the failure outcomes." Pearson and Clair
(S1998, 61)
- process of identifying potential risk events, and quantifying these in terms of the likelihood of occurrence
and of the influences they could have on the business. 
- provides the opportunity to identify risk events occurring elsewhere, for example in other countries that
may be exploited to the benefit of the tourism industry. 

CRISIS MANAGEMENT PROCESS

• Risk identification
4th Quarter Module
• Crisis assessment
• Crisis response
• Development risk control or strategy

IDENTIFY and MANAGE RISK

What is Risk?
- a situation where there is danger
- A possibility or threat of damage, injury, liability, loss, or any other negative effect that is caused by external or
internal vulnerabilities, and that may be avoided through pre-emptive action

RISK MANAGEMENT PLAN FOR TOURISM

Some considerations for Risk Management plan for tourism:
• Safety of visitors and employee
• Secure system to communicate within the facility and within the destination
• Security of buildings, facilities and equipment from the effects of the disaster
RISK MANAGEMENT PLAN for TOUR GUIDE
1. Look for threats that can harm people or things
2. Check the possibility of these things to happen
3. See how it can be avoided
4. Do something to avoid it
How to Deal with Risk?
1. Avoid breaking the rules of duty of care.
2. Protect tour group members, staff, public and community
3. Protect site against damage
4. Protect the environment from negative impacts
5. Keep the physical resource used safe from damage or loss
6. Make sure the activity can be done in a safe way
7. Keep the reputation of the Tour Operator safe
Risk Factors
1. Physical Environment
• Temperature
• Conditions
• Time of the day
• Weather
• Nature
2. Group Characteristic
• Size
• Equipment
• Personal health and ability
3. Other Factors
• Lesson learned
General Risk Management guidelines for Tour Guides
• If the risk cannot be controlled stop the tour activity and do something else
• Always follow health or safety procedures: e.g. wear lifejackets on boats
• Make sure that your tour members behave responsibly and safely – e.g. don’t hang over the edge of a boat.
• Check equipment, places, facilities and the environment beforehand so that you understand if there are any
threats or dangers
• Know the plans for handling emergency situations – e.g. man overboard, boat turning over, accident, injury, etc.
• Stop the tour if the safety cannot be sure – and meet company policy about paying back tour fees for this.
• Give safety advice, directions and demonstrations– including:
o watch and check to make sure they do what you told them like keep life jackets on the boat
o Give more help and guidance
TEN COMMANDMENTS OF TOUR GUIDING
1. ALWAYS STICK TO THE ITINERARY
2. APOLOGISE RATHER THAN EXPLAIN
3. SUPPORT YOUR DRIVER
4. TALK ABOUT 'US' NOT 'THEM' WHEN REFERRING TO THE TOUR OPERATOR
5. ALWAYS BE ON TIME
6. GEOGRAPHY IS MORE IMPORTANT THAN HISTORY
7. YOU ALWAYS LOSE THE ARGUMENT
8. TELLING JOKES IS NOT THE SAME AS HAVING FUN
9. WHAT OTHERS THINK OF YOU COUNTS MORE THAN WHAT YOU THINK OF YOURSELF
10. IT IS A LIVING, NOT A LIFE
4th Quarter Module