Characteristics of a Tour Guide

*CHARACTERISTICS AND GOOD PERSONALITIES OF A TOURIST GUIDE* QUALITIES OF AN IDEAL TOUR GUIDE 1. ENTHUSIASM - - guides should show interest for the subject matter and the travelers. This is usually accompanied by friendliness and generosity. 2. AN OUTGOING AND APPROACHABLE NATURE- since guides are working for strangers, it is important that they be friendly, open in many types of situations and encourage others to do the same. 3. SELF-CONFIDENCE- combining self-esteem with experience. This enable guides to carry on their tasks effectively, to put people at ease and to help create enjoyable experiences. 4. PROACTIVE NATURE- this means to initiate change and the willingness to assume responsibility for initiating change. 5. SENSITIVITY- wide range of human understanding. 6. FLEXIBILITY- ability to be adaptable and patient. 7. AUTHENTICITY- being genuine and honest. 8. A PLEASANT, PROFESSIONAL APPEARANCE- First impressions are often lasting and are frequently based on one’s physical appearance. 9. SENSE OF HUMOR- this can bring people closer together, put them at ease and help make travel enjoyable instead of stressful and unpleasant. 10. KNOWLEDGE- a well rounded body of knowledge is very important. It is essential that the guides investigate the local educational programs of each region. 11. GOOD COMMUNICATION SKILLS- this is the ability to communicate well. This includes articulation, eye contact, gestures, and a clear pleasant speaking voice. 12. ORGANIZATION- time management and organizational skills are very important. 13. DECISIVENESS- a guide must be able to make quick decisions. 14. GOOD HEALTH- guiding requires great exertion. 15. PERSONAL INTEGRITY- a strong sense of ethics is essential to success. 16. CHARISMA- it is defined as personal magic of leadership arousing popular loyalty or enthusiasm. It is the combination of many traits that a guide should possess. SEVEN SINS OF SERVICE: 1. Treating customers with apathy. 2. Brushing customers off 3. Being cold to customers 4. Treating customers with condescension 5. Working like a robot 6. Getting hung up on the rule book 7. Giving the customers the “run-around” WORKING WITH DIFFERENT AGE GROUPS 

Students -the number of student trips is increasing considerably and because of that the possibility of dealing with them will also increase.

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Senior citizens

-senior citizens are the favorite age groups of guides. Senior citizens are generally appreciative, curious , interested, attentive, eager for experience, and willing to contribute their own life experience. Guides should keep in mind the following when guiding senior citizens: 1. Allow extra time for the tour. 2. Pause frequently. 3. Be particularly attentive to fatigue or any sign of stress or illness. 4. Pay close attention to special medical problems. 5. Always repeat instruction. DEALING WITH DIFFICULT QUESTIONS a. Questions on which a guide does not have an answer. Appropriate answer is “I don’t know but I’ll find out.” The guide can then use his free time to look up the answer or consult someone else. Another solution is to say “I don’t know. Does anyone else know?”. This will give a chance for others to participate. b. Questions whose answers are controversial-these are about politics, religion, local scandals or pending criminal cases. The suitable responses to this includes: “That’s being debated here. Some feel.. and others believe”. Another tactic is to return the question: “what do you think?” c. Questions that are too personal-examples are “how much money do you make?” or “why don’t you have any children?” For questions regarding salary and working you may say “the salary range for guides in the Philippines is from x to y” another is “I prefer not to answer that.” CROSS-CULTURAL UNDERSTANDING 1. Learn about the people and cultures of the world. Through media, literature, school and meeting neighbors and visitors from different countries, one can learn much about the values, habits and preference of others. 2. Travel This can be one through eating their foods, walking in their streets, listening to their music and etc. 3. Learn a language. It is an expression of interest in other cultures. Learning basic expressions such as welcome, thank you, please or May I help you. 4. Participate in specialized cross-cultural training.

Qualities of a Successful Speaker Tour guides are principally public speakers and must have the ability to communicate in the effective way. Therefore it is important that guides have a basic knowledge of speaking techniques and an awareness of the impression that they show to travelers. In general, people are attracted to speakers who are enthusiastic, natural and comfortable with their audience, their topic and themselves. A spontaneous relaxed style draws listeners while an unenthusiastic or tense drives them away. According to Reverend Jesse Jackson, a master speaker, “Nervous speakers make people nervous.” How does a person overcome the fear of speaking before a group? Speaking at ease requires feeling at ease. One of the most important factors to feel at ease in front of a group is to be prepared. Preparation is not to be confused with memorization of speeches which is the usual habit of many guides. Thorough preparation increases a speaker’s confidence and makes sure that he is comfortable with the subject. Good presentations entail plenty of hard work and practice. Another important factor in combating nervousness is to have a sincere desire and interest to share a subject with the group. Finally, experience will definitely help develop confidence in speaking. With practice, guides discover that they need less time to prepare for each tour and that they enjoy each tours than fear them. In time, most guides gain confidence, overcome nervousness and become more relaxed, spontaneous and effective speakers. Body Language The body is an effective communicator with a language of its own. Body language which includes postures, movement, gestures, eye contact and dress has a greater force than the spoken word. When a speaker sends mixed messages, listeners will believe what they see rather than what they hear. Posture Posture shows much about a person’s self-esteem, health and level of interest in his surroundings. The ideal posture is erect but relaxed. The advantages of good posture include more efficient breathing, better health and appearance, increased energy and a stronger, clearer voice. To achieve an ideal posture, a person should stand or sit up, hold his head high and inhale deeply. Proper posture allows a general feeling of relaxation. Body Movement and Gestures Gestures such as the movements of the body, face, and hands are strong communication tools. Nervous movement and unnatural gestures can diminish the trust people have in a guide. Repetitive movements or gestures can be very distracting. People tend to focus on body movements when receiving mixed messages. Eye Contact Eye contact is one of the most important speaking techniques. Several experts suggest that speakers should look at every member of an audience, which a guide can easily do during tours. Making an eye contact is difficult for the new speaker who has many things to keep in

mind at once. At the beginning the speaker should vary the direction in which he speaks and chooses a few people to look at, preferably those who seem to be interested in the talk. The Voice According to the Greek philosopher, the voice is the mirror of the soul. Several people believe that the voice shows a person’s state of health as well as his level of confidence or conviction. Te voice is the speaker’s most important asset. Tourist’s usually listen to a guide’s voice for eight or more hours a day for several days at a time. Unfortunately, many guides do not have pleasant speaking voice. This can only be achieved through constant practice. How to Overcome Annoying Habits Examples of common annoying habits of speakers are: playing with hair, jewelry or clothing, persistent “um’s” and “ah’s”; jerky eye movement; overuse of slang or colloquialisms; overuse of expressions such as “you know” and “like” or superlatives like “incredible.” To know about their mannerisms, guides should see themselves speak on videotape or ask a coach, instructor or colleague to give them an honest evaluation. In this way, they will learn how to control them. Just as habits are formed through practice, acquiring new habits require time and practice. How to Use the Microphone A tour guide should know how the proper use of s microphone. The guide should check the microphone for volume and quality before passengers arrive. Once passengers are seated, the guide should check the sound again before departing. It is also advisable to encourage passengers to inform the guide at once if a problem with the sound develops. Sometimes microphone problems are caused by the tour guides themselves. Instead of speaking in a natural volume, many guides talk very loud into a microphone. This causes a very irritating sound. Listening A discussion of speaker skills includes the importance of listening to the audience. For the tour guide, listening includes careful attention to the questions, attention span, posture, eye movements and gestures of the group. Guides who attentively listen to travelers and learn to change their approaches in response to them are not only more successful guides but are inclined to learn more in the process. Ending Many guides find it difficult when or how to end since they are more inclined toward drama and talkativeness. They feel uncomfortable if they do not give a bewildering ending. However, a simple closing is usually the most effective: “Thank you for coming to _____ I enjoyed traveling with you and I wish you well.” Professional Ethics in Guiding As guiding develops into a more popular and respected profession, the practitioners through professional associations have established guidelines and ethical standards for the members of their profession.

Ethics is the concern for good behavior. Professional ethics embraces the principles of right action or norm of conduct which is exemplary and honorable in the practice of a profession. It emphasizes the ideal practices from man’s professional privileges and responsibilities. Albert Schweitzer, a theologian, philosopher and Nobel Peace Prize recipient defined ethics as: “Ethics is the name we give to our concern for good behavior. We feel an obligation to consider not only our own personal well-being but also that of others and of society as a whole. ” Blanchard and Peale in their book, The Power of Ethical Management suggest that in evaluating whether or not a behavioral ethical, a person should ask these three questions: (1) Is it legal? (2) Is it balanced? (3) How will it make me feel about my self? The development of a code of ethics is an essential characteristic of a profession and provides the means whereby professional standards may be established, maintained and improved. A code indicates one’s acceptance of the responsibility and the corresponding obligation to adhere to standards of ethical practice and conduct set by the profession. One of the earliest and most comprehensive codes of ethics for guides was produced by the Guild of Professional Tour Guides of Washington D.C. A person’s sense of ethics can be regarded as recognition of responsibilities in relationships. For guides who interact with different kinds of people, the following are the people whom guides are responsible to some degree: their employers, their colleagues, the travelers and the local population. Relationship with Fellow Guides One of the signs of the professionalism is excellent relationships with one’s own colleagues. Those who promote beneficial relationships with their peers are highly respected. The following are some of the steps that guides can take to foster symbolic professional relationships: 1. Treat others as you would wish to be treated. Refrain from gossip and chronic complaining. 2. When taking visitors to crowded places, guides should be considerable to other guides who are waiting to see a site. This means spending less time than usual in certain place. 3. Always share information that could be helpful to colleagues. Inform guides of new policies; volunteer to speak to the guide’s association about a topic in which one is knowledgeable; share news with other guides. These gestures will earn respect and gratitude. Relationships with Employers Like all employees, guides have responsibilities to their employers. The following can enhance a guide’s relationship with employers: 1. Always appear neat and clean with proper uniform and badge. 2. Maintain a businesslike and socially acceptable demeanor. Avoid foul language and excessive drinking. Most companies prohibit drinking before or during any tour. 3. Never share a company’s trade secrets or internal problems with clients or with employees of another company.

4. Follow and complete the tour itinerary. When this becomes difficult because of inclement weather, queues, accidents during the tour, contact the employer immediately. 5. Never solicit work for oneself or another company through a company’s client. Since guides work very closely with clients and often develop close relationships with them, clients often ask if they could contact the guide directly. When asked for a business card, the proper response is for the guide to provide the business card of the company that hired him or her. Even if the company does not provide business cards, the guise should give the address and telephone number of the company to anybody on the tour who is interested. Relationship with Other Colleagues In addition to other guides, a guide’s colleagues include others within the travel industry such as travel agents, visitor information personnel, hotel and restaurant employees and all those who work at the sites and attractions that travelers visit. The following are guidelines for fostering better relationships with industry colleagues: 1. Attempt to learn more about other aspects of the industry. By understanding the demands of a hotel front clerk or airline ticket agent, guides will be able to work more empathetically, cooperatively and effectively with them. 2. Always acknowledge a colleagues excellent service by telling it to the individual concerned, the individual’s supervisor or the travelers who have benefited from it. 3. If a problem arises, discuss it privately, without being heard by clients. A private conversation between the guide and the colleague can hell promote a spirit of cooperation rather than confrontation. 4. Avoid gossip about colleagues. Relationship to Travelers The following are the guidelines for the treatment of the travelers: 1. Guides must treat all tour members with equal time, attention and dignity. Every customer is a “Very Important Person” who deserves equal respect regardless of his or her social standing or the amount of money that he or she has. 2. Guides should give accurate and interesting information and strive to learn more. This includes learning about the visitors since it enhances the effectiveness of a guide’s interpretation and promotes goodwill. 3. Guides should try to be very objective and diplomatic. They should avoid discussions about sex, politics and religion because they can never be sure about the affiliations, beliefs or point of view of all their passengers. They should avoid controversial issues. 4. Guides should keep their guests comfortable and safe. They should know the basic first aid procedures. 5. Guides should never look down on a region’s customs or consider them strange or weird just because they are different from their own. 6. Guides should never solicit tips. Asking for tips is humiliating to the tour company, the guides themselves, the travelers, and to the professional reputation of guides.

Responsibilities to Local Regions and to Society Ethical tourism has become popular subject nowadays. In spite of its cultural economic benefits, tourism can be extremely damaging to ho host communities. There are many examples throughout the world about the insensitive attitude which travelers have shown to the local population particularly in developing countries. Several regions of the world are being exploited to the extent that only foreign corporations and their employees benefited. The local people gain nothing but intrusion on their lives and the depletion of their natural resources. Guides can play powerful role in promoting socially responsible behavior among visitors. Many travelers seek help from their guides in interacting with a local region and its people. The following are suggestions for guides in promoting responsible ethical tourism: 1. Encourage visitors to meet local people. If an area is not safe at night, the guide should explain this to visitors and offer alternatives such as walking in a group in another area. 2. Explain local customs to visitors when they differ from the customs of the group. 3. Remind visitors to help maintain the region’s clean and safe environment. 4. Exercise caution and respect for local people when passing through areas in which poverty, crime and environmental damage are prevalent. 5. Always travel with dignity and respect. At present, there are several organizations that document unethical tourism practices. The Center for Responsible Tourism also monitors unethical tourism practices. The Ecumenical Coalition of Third World Tourism (ECTWT) produced a “Code of Ethics for Tourists” which has been distributed worldwide. Code of Ethics for Tour Guides The development of a code of ethics is often stimulated by pressures outside a profession such as consumer complaints about poor or inconsistent behavior. The following are the standards set by the code: 1. A professional guide provides skilled presentation of knowledge, interprets and highlights surrounding, informs and maintains objectively, and enthusiasm in an engaging manner. 2. A professional guide is prepared for each tour when the itinerary is furnished in advance. 3. A professional guide has a wide range of knowledge of the city including its history and architecture, its cultural and political life and the local folklore. 4. A professional guide knows and follows the policies of the company for whom the guide is working at that time. 5. A professional guide does not initiate patronization of souvenir shops and other places that practice “kickback” payments to the guide and or drivers; or abuse complimentary meal privilege offered by food establishments. 6. A professional guide is knowledgeable about the best routes for all tours. 7. A professional guide dresses appropriately for the type of tour being conducted. 8. A professional guide accepts each tour as a serious commitment and cancels only when absolutely necessary and provides advance notice. 9. A professional guide does not solicit tips.

10. A professional guide cooperates with others tour groups and maintains ethical and professional conduct at all times, cultivating a positive relationship with all colleagues. Roles of the Tour Guide “The tour guide makes or breaks the tour”. This is a common statement in the tour and travel industry regarding the importance of a tour guide. A manager of a tour agency said, “Everything is useless in a tour without competent guide. Another tour operator said, “No other factor in a tour is as important as an efficient guide”. Majority agrees on the importance of competent guides in producing a successful tour. A recent survey conducted by Kathleen Pond asked guides, employees of guides and travelers on tours to answer questions regarding the primary role of guides. The wide range of responses in this survey indicates that they have different perceptions about the specific role of a guide. In responses to the question, the guide responses included the following:     

Maintaining control of a group Disseminating information Efficiently getting people to as many sights as possible Teaching history Representing a city in a favorable way

Although the respondents differed in their views about the primary role of tour guides, all agreed on two issues: 1. That the guide’s role varies, depending upon the setting, the visitor, the purpose of the visit and the guide himself 2. That one of the characteristics of a professional guide is the ability to carry out a wide variety of duties and functions simultaneously. The Five Roles of Tour Guides The Leader The majority of the employees of guides regard leadership as the most important aspect of a guide’s responsibilities. Several tour operators are often more concerned with a guide’s effectiveness with people and ability to lead groups rather than with the guide’s knowledge or experience. The guide as leader must have skills such as willingness to assume responsibility, ability to organize and make wise decisions, ability to respond to emergencies, and the skill to coordinate several administrative tasks simultaneously. The Educator Travel is a powerful teacher. Travel stimulates the exchange of knowledge. It gives the travelers an opportunity to interact with the local residents. Classroom instruction cannot compare to the interaction of places and cultures If travel is a “classroom” and travelers are students, then the guides are educators. If guides are educators, what do they teach? They teach subjects within the cognitive, affective, and psychomotor aspects of learning.

1. The cognitive aspect consists of acquiring information such as identifying the trees, birds, and flowers of a particular region, and interpreting the local ecology. 2. The affective aspect includes attitudes and value formation such as feeling of patriotism and national pride, appreciation of nature, and interest in conservation 3. The psychomotor aspect consists of learning skills such as learning to perform regional dances, and learning to cook regional dishes. Public Relations Representative It is considered the most important as well as the most difficult aspect of a guide’s work. As a public relations representative, a guide is expected to project a specific image or message to visitors and at the same time to answer controversial questions. The Host It consists of many special activities since travel is a social phenomenon. These tasks include those of companion, mediator, advocate, entertainer, concierge, storyteller, and others. The Conduit It is the most difficult to understand and describe since it demands that guides subordinate themselves to the tourist and the experience. It is very difficult to illustrate or teach because it is the innate understanding of when to be silent, when to encourage, when to step back and when to move on. Duties and Responsibilities of the Tour Guide The duties and responsibilities of a tour guide come from knowing what's ahead of him, what are his needs to provide the best possible service for the clients/tourists. Tours can vary from day trips to a 20-day tour around the country or even longer than a day. Let's take a simple day-trip example so we can see what's needed. In most cases preparation can be done on the day before and should take into account: 

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Is the vehicle fully serviced and ready for the job? An oil and water check have to be in your to do list. Check the tires pressure as well. It can save you up to 10% in fuel consumption. A spare liter of oil should be in the vehicle at all times. Is the vehicle clean? Windows (really) clean? Have you got a complete first aid kit? Assuming you has your first aid course. Do the tourists have any special requirements? Any language barriers you should be aware of? Do you need to pack any lunch or snacks? Enough water to everybody? Any special information about the area you are going to visit? Do you need to do any research? Mobile phone fully charged? You will need it in case of a breakdown or a more serious emergency. Make sure you have enough sleep if you have an early start next day. You want to be on time, look fresh and full of energy. And there's nothing better than a good night sleep. Don't forget your uniform. You want to look professional!

The service First impression is (almost) everything! Therefore being on time and approaching the tourists with a great smile can make all the difference. Just by doing that you are off to a good start! Once on the road you are ready to show your clients all the knowledge you have of the region. Remember that all eyes are on you and you must deliver a good service. You are not a taxi driver. Part of the job is driving but the most important part is to interact with your clients. Personality Development To become a tour guide you need flexibility, patience, the ability to multitask, a great personality and as much data as you can get your hands on about the locale in question. "Personality" can be defined as a dynamic and organized set of characteristics possessed by a person that uniquely influences his or her cognitions, emotions, interpersonal orientations motivations, and behaviors in various situations. There are inherent natural, genetic, and environmental factors that contribute to the development of our personality. According to process of socialization, "personality also colors our values, beliefs, and expectations ... Hereditary factors that contribute to personality development do so as a result of interactions with the particular social environment in which people live." “Being a Tour Guide is An Art” - http://guideashok.com