TH1808

DISASTER RISK MANAGEMENT

TYPES OF DISASTERS
Disaster is an event that occurs when a significant number of people are exposed to hazards to which they are
vulnerable, resulting in injury and loss of life often combined with damage to property. There are two (2)
types of disaster: natural and human-caused.
Natural Disasters (American Red Cross, 2019)
 Earthquake – This is a sudden, rapid shaking of the earth caused by the shifting of rock beneath the
earth’s surface. It strikes without warning, at any time of year, day or night.
 Volcanic eruption – This can blast ash, lava, solid rocks, and gases into the air, creating hazards that
can kill people, disrupt air travel, and destroy property many miles away.
 Tsunami – This refers to large ocean waves generated by major earthquakes beneath the ocean floor
or major landslides into the ocean. Rising to several feet or higher, these can strike the coast with
devastating force.
 Typhoon – This can be strong storms that can be life-threatening and can cause serious hazards such
as flood, storm surge, and high winds.
 Landslide – These are downhill earth movements that can move slowly and cause damage gradually,
or move rapidly, destroying property and taking lives suddenly and unexpectedly. Most landslides are
caused by natural forces or events such as heavy rain or shaking due to earthquake, volcanic
eruptions, and gravity.
 Floods – This often occurs following a typhoon, hurricane, thawing snow, or several days of sustained
rain. Flash floods, on the other hand, occur suddenly due to rapidly rising water along a stream or low-
lying area.

Human-Caused Disasters
 Hazardous material incident – This is a type of safety incident that involves the uncontrolled release
of one (1) or more hazardous materials into an environment (Safeopedia.com, n.d.).
 Terrorism – This is the systematic use of violence to create a general climate of fear in a population,
thereby bringing about a particular political objective (Jenkins, n.d.).
 Biological attacks – These are the intentional release of a pathogen (disease-causing agent) or
biotoxin (poisonous substance produced by a living organism) against humans, plants, or animals. An
attack against people could be used to cause illness, death, fear, and loss of food supply (Homelands
Security, n.d.).

HANDLING VISITORS DURING AN UNEXPECTED EVENT

While it is important to follow the itinerary, certain unavoidable events may trigger some changes. The tour
guide, with his/her optimum leadership and management skills, has to apply contingency plans if the need
arises.
These are the following examples of circumstances that may arise during a tour (Baltazar & Versoza, 2016):
 Unavailability of vehicle or vehicle breakdown – For whatever reason the bus or van is not able to
come, the tour guide must have other contacts for sources of vehicles. If the vehicle breaks down, it is
best to gather the tourists in a safe place. This could possibly be a good time to connect and get to
know other tourists. Nonetheless, the vehicle owner or driver should be contacted ahead of time
to follow up
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his/her whereabouts and conditions. It is ideal to contact the driver a day before and an hour before
the driver’s expected time of arrival. While it is important to be alert and be solutions-ready, tour
guides should still inform the tour operator about the situation immediately. It does not only show
courtesy to the employer, but also to the company that may have procedures to follow and
contingency plans ready for deployment.
 Delays caused by road constructions, parades, strikes, and accidents – Certain events on the road may
be unplanned such as strikes, road closure due to accidents, or even a simple flat tire. In these
situations, it is best to determine the cause of delay and check for further developments. If company
strike, for example, becomes larger in scope and seems like it will not be resolved or finished right
away, the tour guide and driver may opt to take an alternate route. The teamwork between the driver
and the guide is crucial in such situations. The tour guide’s ability to keep the guests preoccupied
comes into play. The guide should have several tricks on his/her sleeves.
 Tour guide cannot communicate properly – It is an advantage if a tour guide knows another language.
Tour operators, in the beginning, assign most fit tour guide for a specific group of tourists. However,
there can be a mixture of nationalities in a certain group. And if the other tourists are not conversant
with the language being used, this is quite a challenge for the tour guide. First of all, a tour guide must
be proficient in the English language, as this is the internationally known language. If and when
tourists do not understand, the tour guide may speak slowly and make use of nonverbal cues more
often. Tour guides must also be resourceful. They may even ask other tourists if they know how to
interpret certain words. They may show pictures or illustrations of important events and places they
are describing to help in relaying their message.
 Theft or victim of pickpockets – Even if tour guides have cautioned tourists to be vigilant of their
properties, incidents like theft and snatching may occur in crowded places or even inside their hotel
room. If there is an availability of safety deposit boxes in the hotel, tour guides may encourage guests
to use them. When theft happens inside an establishment, inform the security right away and assist
tourist in all means even when securing a police report. The same is true for snatching and pickpocket
incidents.
 Accidents, misfortunes, and disaster – No matter how careful the driver is, and specific instructions are
given, accidents or disasters can happen anytime during a tour. A minor accident like a slight fall or
tumble while walking may cause minor bruises or discomfort. This is easier to handle than major
accidents. First aid kits are supposed to be readily available, and knowledge on applying first aid is
important. This is one of the reasons why it is mandated to hire a Department of Tourism (DOT)-
accredited tour guide for they have undergone important rescue and first aid training.
On the other hand, there are disasters which may be life-threatening and must be dealt with carefully
and immediately. Some examples of these misfortunes are collision of vehicles where one (1) or more
tourists get hurt, a tourist getting run-over, drowning tourist, etc. There are certain steps to be
followed, although it definitely requires outside help from authorities. If this happens, make sure other
passengers are instructed to calm down and look for a doctor or nurse among the crowd who can
assist. Report the incident to authorities and tour operators with complete whereabouts and details. It
is good to check the driver and tourists and assess if they have to be brought to the hospital. While
in the hospital or
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medical facility, take note of what measures are undertaken. Report the incident to the police and
notify relatives of tourists.
 Death – It may be caused by many factors like accidents or a medical condition such as a heart attack
or a stroke. Report to the tour operator immediately if this happens. Notifying the family can be the
job of the tour operator or may be assigned to the tour guide. Arrange for transfer to hospital or
morgue and secure a police report. Extend assistance in funeral services if family permits and report to
the nearest embassy if the tourist is a foreigner. If the tourist availed travel insurance, make sure all
reports are complete and accurate for immediate processing of the claims.

COMPLAINTS MANAGEMENT
Dealing with complaints is indeed very challenging. In this part of the lesson, there are two (2) ways to
manage complaints, namely, A4 and LISTEN methods.
A4 Method (Baltazar & Versoza, 2016)
 A1 – Allow clients to talk
When people are on vacation, they want things to be almost perfect so they have high expectations.
Even if they only paid for a budget tour, they still expect good service. When the guests’ expectations
are not met, most become emotional. When people have a very high emotional quotient, at times,
their intelligence quotient or rationale goes down, too. Therefore, there is a tendency to say
something unpleasant due to emotions. It is best that tour guides listen intently until tourists calm
down.
 A2 – Acknowledge their complaint
It is important to note that complaints can be written or verbal. If it was sent through e-mail, it is best
to respond immediately. If it was verbally, listen intently, show genuine concern, and empathize.
 A3 – Apologize
Whether a complaint is reasonable or not, apologize for the inconvenience or discomfort. Always give
the customers the benefit of the doubt, then discretely investigate to get the facts right. It is not
helpful to blame others.
 A4 – Ask questions or clarify
Giving priority and attending to a client’s complaint at once helps the guests calm down a bit. They
feel important when the guide shows that s/he understands the problem and asks further questions.
S/He proceeds by asking relevant questions to clarify the matters that may help solve the problem
quickly.
LISTEN Method (Baltazar & Versoza, 2016)
 L – Listen
In handling complaints, the guest should do 80% of the talking, while the guide does 20% of the
listening. Note that hearing is definitely different from listening. Hearing is just letting the guest finish
without understanding, while listening is about respecting, opening one’s mind, and being attentive to
what is being said. Through listening, the solution can be found.
 I – Involve guest
If possible, ask the guest’s opinion on solving the matter by giving him/her options. Consult his/her
approval on the proposed solution as well. Make him/her an ally and supporter of the decision. If they
feel that they are part of the solution, they feel important.
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 S – Solve the problem

The bottom line of any complaint is a solution. After doing the previous steps, fix the mistake
immediately. Make sure that the solution is centered toward the customer’s benefits. At times, the
solution may cost the tour guide or the company, but the expenses can be worth it if they have
learned from it.
 T – Thank the client
A complaint is a gift. Hence, when a gift is received, gratitude is expected. It is better to hear all the
concerns and be able to solve it.
 E – Empathize
While listening to the customer’s complaints, the guide should show that s/he understands.
Sometimes, empathy is one important thing that a complaining client needs.
 N – Never argue
Always remember that there is a reason behind the line “Customers are always right.” Dale Carnegie,
an American writer and lecturer about personal development, and salesmanship, explains that “You
can’t win an argument. You can’t because if you lose it, you lose it; and if you win it, you lose it.” Even
if you have proven that you are correct over arguments, some guests do not take it well. And because
of pride, guests may not avail of a repeat-service from the tour guide or the tour company.

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