STGA Tourist Guide Training by guy25

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									STGA Tourist Guide
    Training
 Mair Professional Skills
 16th November 2008
Introduction

Any questions?
         Progress Feedback

•   Breadth of core knowledge
•   Continuous Improvement
•   Be realistic!
•   Make the most of learning opportunities
•   Be positive!
•   eCommunications
•   Progress on Target!
Tour Plan Preparation
Proper Preparation

    Prevents

Poor Performance!
                Exercise

•   You have accepted a commission
•   No time for recce
•   Day trip
•   Circular route

•   Unst from Lerwick
•   Kirkwall to St Margaret‟s Hope
•   Brodick to Lochranza
•   Invergordon/Dornoch/Lairg/Invergordon
    Tour Plan: Considerations

• What date/day
• What is the best route
    – Most scenic?
    – Fastest?
•   What is the best FEASIBLE route
•   Where are you going?
•   Why might you be going there?
•   Comfort of guests
•   Who are the guests
•   Detailed brief!
              BBG Toolkit

•   Map
•   Timed itinerary
•   Tour Notes
•   FULL tour contact information
•   Place Names book
•   Visual aids
•   Notepad
•   Standards of Performance
•   Business Cards
•   WFTGA Handbook - Page 10
Tourist Guides in Action

         Coach
 Tourist Guides in Action

• Watch this film footage
• List examples of poor guiding
  practice
• How would you do it better?
More Tourist Guides in
       Action
     It could be you!
     Take a break!

Join us downstairs next door
   i.e. no 9 in 10 minutes!
        Summary Learnings

•   Group control
•   Safety
•   Unexpected hazards
•   Good Introduction - setting the scene
•   Reading your audience
•   TVP/Interruption
•   Pacing yourself
LUNCH
Standards of Performance

        Our Friend!
                                              SoP Grid
2   Establish a Welcoming Rapport with the Group

3   Position the group and myself correctly

4.1 Establish Eye contact
4.2 Maintain eye contact

5   Use my voice correctly with a variety of pitch and tone
    Use speech that is appropriate and in a varied manner, pace, style
6
    and vocabulary

7.1 Present information which was clear and accurate

7.2 Explain terms if appropriate
7.3 Info relates to immediate environment - relevant

7.4 Meet the needs of the group

 8 Clearly give directions for visible objects by word and/or gesture
 9 Promote Safety
10 React appropriately to current situations

11 Encourage, repeat and answer questions

12 Give supplementary information on request
13 Links
                                               SoP Grid
2     Establish a Welcoming Rapport with the Group                           Smile           Welcome/Greet
                                                                             Lead            Triangle
3     Position the group and myself correctly
                                                                             Gather          Shelter
4.1   Establish Eye contact                                                  Face            Scan
4.2   Maintain eye contact                                                   Face            Scan
                                                                             Heard           Volume
5     Use my voice correctly with a variety of pitch and tone
                                                                             Vary tone       Lively
      Use speech that is appropriate and in a varied manner, pace, style and Pronunciation   Simple Language
6
      vocabulary                                                             Positive        Objective
                                                                             Chronological   Logical
7.1   Present information which was clear and accurate
                                                                             Accurate        Note Free
7.2   Explain terms if appropriate                                           Explain terms   Place names
7.3   Info relates to immediate environment - relevant                       Must            Should
                                                                             Scots Links     Cultural
7.4   Meet the needs of the group
                                                                             Variety         Entertaining
 8    Clearly give directions for visible objects by word and/or gesture     Describe        Colour
 9    Promote Safety                                                         Safe routes     Weather Conditions
10    React appropriately to current situations                              Stay calm       Flexible
                                                                             Invite          Happy to Answer
11    Encourage, repeat and answer questions
                                                                             Answer          Confirm
12    Give supplementary information on request                              More Info       Clarify
13    Links                                                                  Previous        Future
                                              SoP Grid
2   Establish a Welcoming Rapport with the Group

3   Position the group and myself correctly

4.1 Establish Eye contact
4.2 Maintain eye contact

5   Use my voice correctly with a variety of pitch and tone
    Use speech that is appropriate and in a varied manner, pace, style
6
    and vocabulary

7.1 Present information which was clear and accurate

7.2 Explain terms if appropriate
7.3 Info relates to immediate environment - relevant

7.4 Meet the needs of the group

 8 Clearly give directions for visible objects by word and/or gesture
 9 Promote Safety
10 React appropriately to current situations

11 Encourage, repeat and answer questions

12 Give supplementary information on request
13 Links
    Exercise


Draw your idea
      of a
 tourist guide
Take a break!
Knowledge Management

 Must/Should/Could/TVPs
Knowledge Management

 TVPs/Must/Should/Could
   Knowledge Management

Tourist Guide:
• A person who guides visitors in the
  language of their choice and interprets
  the cultural and natural heritage of an
  area which person normally possesses
  an area-specific qualification usually
  issued and/or recognised by the
  appropriate authority.
   Knowledge Management

Good Interpretation
• Provokes
• Relates
• Reveals
     Knowledge Management

Exercise
Describe your item in 4 brief sentences
Presentation to be 60 seconds max
• Jack Vettriano
• Hound Point
• Swilken Bridge
• Isle of May
        Tourist Questions?

• Why are there so many chimneys?
• Who owns the land?
• Where do the people work?
• How much does it cost to play golf?
• How do the children get to school?
• Are there wild animals in Scotland?
• How much does it cost to go to
  University?
• Do Scots really play the bagpipes and
  wear kilts?
       Tourist Questions?

Exercise
• Short Answer - 30 seconds max
           Tourist Questions?

•   Why are there so many chimneys?
•   Who owns the land?
•   Where do the people work?
•   How much does it cost to play golf?
•   How do the children get to school?
•   Are there wild animals in Scotland?
•   How much does it cost to go to University?
•   Do Scots really play the bagpipes and wear
    kilts?
        Tourist Questions?

Exercise
• Short Answer - 30 seconds max

• In what way could this be developed?
   Knowledge Management

• Talk about what guests can SEE
• Interpret
  – Provoke
  – Relate
  – Reveal
• State the obvious
• Anticipate - use a child‟s eyes
        Handling Nerves

• Fear
• Fight
• Flight
• Confidence starts with “Con”
           Preparation

• Memorise the beginning
• Plan what you‟re going to say
• Learn what you‟re going to say
• Practice makes perfect
                Coach Safety

•   Seat Belts required by law
•   Remain seated at all times coach in motion
•   Emergency Exit locations
•   Hammers if they are in place
•   First Aid kit and fire extinguisher location
•   Climate control - advise your tour team!
•   You are all responsible for your own safety
•   Please be common sense careful
•   Timekeeping essential to itinerary success
•   Should commentary exhaust oxygen masks will appear
        Handling Nerves

• Preparation
• Know how you will start
• Know where you are!
• Confidence starts with “Con”
Take a break!
              Communication

•   Check your attitude!
•   Positive
•   Calm
•   Confident
•   EEEE not EEEEK!
    –   Energy
    –   Enthusiasm
    –   Excitement
    –   Enjoyment
        Communication

• Verbal Communication

• Vocal Communication

• Non-Verbal Communication
        Communication

• Verbal Communication   7%

• Vocal Communication    38%

• Non-Verbal Communication     55%
        Communication

Exercise
Think of 4 things you can do to get
 you into the Tourist Guide mood
          Summary of Day

•   Prepare!
•   Be positive!
•   Study Standards of Performance
•   Build skills/new habits
•   Enjoy getting there!
•   EEEE!
•   Any Questions?
         29th November

• Edinburgh
• Visits PHH, Parliament, St Giles
• Content from guides
• Skills focus : Safety & Positioning
Student Preparation
SoP
WFTGA Handbook
         30th November

• Fife
• 9 am start?
• Assessment „conditions‟
• Coach practice
• Walk: focus on safety & positioning
• St Andrews on St Andrews day!
Student Preparation
• Consolidate Tour Notes: Coach & Walking
Any Questions?
           Remember!



Guiding is……

Fun!

								
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