TOPIC 5: THE IMPORTANCE OF EDUCATION IN TOUR GUIDING 5.

5. The ability to interpret by painting mental pictures rather than merely disseminating
information inspires people to learn. All guides must remind themselves of Freeman Tilden's
IMPACT OF TRAVEL principle: "The chief aim of interpretation is not instruction but provocation".
➢ Travel is a natural teacher and a powerful bridge between people. Having a firsthand 6. Flexibility.
experience of the routines, homes, natural surroundings, climate, food, entertainment, 7. Pride in serving others.
and other culture provides deep insights that are not possible through textbooks or EDUCATING THE GUIDE
television. The educational potential and impact of travel is vast. Travel has been ➢ The most important factor in the evolution of any profession is its commitment to
credited with recent progress in democratic reform, the end of the cold war, and the education and high standards. The guiding profession must concern itself with its
rapid development of technological progress. Travel has also been instrumental in the identity and its image. Identity is the collective set of characteristics of a person or a
disappearance of misunderstandings, prejudices and barriers. thing, including its standards and values. Image is the perception others have toward
THE GUIDES UNUSUAL ROLE it. Many people and institutions devote more attention to image building because
➢ Plays a powerful role in the process of life-long learning. The guide's role is identity building is a more difficult task. In fact, a positive public image is usually the
multifaceted. Depending on the region, the nature of the group, the nature of the tour, result of a solid identity.
the amount of time avail-able and many other factors, the guide's mission varies to a LICENSING AND CERTIFICATION
large extent. Washington, D.C (District of Columbia)
APPLYING LEARNING THEORIES ● Request an application from the Department of Consumer and Regulatory Affairs
● After meeting a number of bureaucratic requirements the prospective guide is given
➢ By understanding the nature of perception and learning guides can use traditional or
an examination date.
new methods or create their own methods. The keys for any teacher learning (-Filling out the appropriate forms
facilitator and especially for guides who work in ȧ challenging, heterogeneous -finger printing
-passing a medical examination
environment are sensitivity to people and willingness to change if the situation
-and submitting a letter of reference)
requires it. ● If the applicants get a 70 percent and above grades, he becomes a Washington D.C
1. A broad-based knowledge about the region is essential. guide.
2. Guides must be committed to life-long learning.
3. Enthusiasm is a very important characteristic of an effective guide.
4. Empathy and sensitivity toward people - their needs, beliefs, feelings, differences, interests
are vital for a successful learning environment.
Vienna, Austria Canada
● An interested candidate approaches the chamber of commerce ● Complete a certified tour guide course or program from a recognized institution or
● An interview and preliminary talk acquaints the applicants with the guide system and organization.
affirms his or her ability to meet the basic requirements; So what are these ● Pass a certification exam or evaluation related to tour guiding.
requirements? ● Apply for a license with the relevant tourism authority. In Canada, each province or
1. A minimum of fluency in two languages territory has its own tourism authority responsible for regulating tour guide licensing,
2. A basic knowledge of the city so you will need to check the requirements for the specific region where you want to
3. Good health work as a tour guide.
Example;
● Confirmation if the candidates will be rejected or accepted. ● If you want to work as tour guide in Toronto, St Johns, Vancouver have other way
● If accepted, the candidates are officially enrolled in a program in which classes in a when it comes to licensing
wide variety of disciplines are taught by a team expert. ● Meet any additional requirements, such as having liability insurance or passing a
● Since they are officially enrolled in a class, the subject areas are; background check.

❖ The History Of Vienna, Europe and the World The Philippines

❖ Architecture In the past, the Department of Tourism was the institution that was authorized to issue
❖ History Of Music licenses to tour guides. However, after the passage of the Local Government Code of 1991,
❖ Art this authority was transferred to the local government units or LGUS. At present the
❖ Drama Department of Tourism no longer gives licenses. It only grants accreditation to tour guides.
❖ History of Austrian Literature
❖ Politics Applicant for Accreditation as tour guide is required to submit the following;
❖ Medicine and Industry ● Proof that the applicant has passed a seminar for tour guides duly conducted by the
❖ geography and Department of Tourism
❖ Speaking Techniques ● Certificate of good health issued by any accredited government physician.
● Candidates are required to attend the classes for three hours on Monday, Wednesday ● Clearance from the NBI
and Friday evenings. ● Valid visa from the Bureau of Immigration and Deportation
● Board of Examiners ● Proper permit from the Department of Labor and Employment
● Area Experts ● License Certificate from the local government unit. Such other documents that the
● Senior Guides Department of Tourism may require from time to time. Upon compliance with all the
requirements, a certificate of accreditation and ẩn Identification Card are issued to to
Great Britain the applicant upon payment valid for a period of 1 year from the date of issuance.
Great Britain is one of the oldest, strict, and most respected system for guides in the world
Legally required to wear the highly respected “Blue Badge”

-Blue Badge shows that they are member of the Guild and Guide Lecturers and are officially
authorized to conduct tours
-How to obtain a blue badge? Applying for the Course, Program Content, Exam
WORKING TOWARD CHANGE TOPIC 6: QUALITIES OF AN IDEAL TOUR GUIDE
➢ The World Federation of Tourist Guide Lecturers Associations and the Professional
Guides Association of America founded in (1983) with headquarters in Vienna, is 1. Enthusiasm – enthusiasm is usually accompanied by friendliness and generosity.
committed to this goal and working to improve the training, professionalism, and 2. An outgoing and approachable nature - it is important that they be friendly, open in
quality of guides worldwide. The Professional Guides Association of America
many types of situations and encourage others to do the same.
(PGAA), established in 1987 has created the Certified Professional Guide (CPG)
designation, while Guides Inc. The Philippines is working to improve guide training 3. Self-confidence – self-confidence enables guides to carry on their duties effectively, to put
and professionalism in the Philippines. at ease, and help create enjoyable experiences.
4, A proactive nature – this proactive behavior is necessary for success in guiding because
EDUCATION AND CERTIFICATION
➢ So much discussion has been made on certificates that it is necessary to clarify the guides are subject to challenging and unpredictable situations for which they must find a
difference between certification and education. While certification is an outside quick solution.
measure or symbol of achievement, the essential foundation of certification is
5. Sensitivity - the term sensitivity includes a wide range of human understanding. In
education. Certification enhances the guide's image but education forms his or her
identity. Some guides, in their desire to improve their image, are giving more addition to liking people, successful guides are compassionate, respectful, tactful, and
emphasis on certification than on education. This tendency would only diminish the observant.
impact of certification, because without a solid commitment to education, 6. Flexibility - this includes the ability to be adaptable and patient.
certification is meaningless.
7. Authenticity – this characteristic means genuineness and honesty.
NATIONAL CURRICULUM FOR GUIDES 8. A pleasant, professional appearance - first impressions are often lasting and are
➢ It is necessary and helpful for guide training to both subject and region-oriented. frequently based on one’s physical appearance.
Many countries feel that they should establish a core curriculum that is challenging
9. Sense of humor - a good sense of humor can bring people closer together, put them at
and penetrating enough to make a difference and yet is broad enough to be applicable
to all guides. ease and help make travel enjoyable instead of stressful and unpleasant.
➢ A national core curriculum for guides is advantageous because of the following 10. Knowledge – since subject areas differ in every region, it is essential that guides
reasons:
investigate the local educational programs of each region.
1. Even if it is considered too broad or too demanding for all guides, it gives
guides and educators from particular regions a framework from which to 11. Good communication skills – the most knowledgeable and sensitive person will not
make an appropriate curriculum. succeed as a guide without the ability to communicate well.
2. It provides a basis for guides and educators to deliberate and modify.
12. Organization – time management and organizational skills are very important skills.
13. Decisiveness - a guide must be able to make quick decisions.
14. Good health – it entails a good deal of walking, long and irregular hours, different diets THE SEVEN SINS OF SERVICE
and eating schedules.
1. Treating customers with apathy – guides who are suffering from apathy or lack of
15. Personal integrity – guides have a moral responsibility to themselves, their employers,
enthusiasm should permanently look for the work.
colleagues, travelers and even to their regions.
2. Brushing customers off - a guide who gives the impression that he or she
16. Charisma - charisma is defined as “a personal magic of leadership arousing popular
would rather be elsewhere and turn away customers quickly.
loyalty or enthusiasm.”
3. Being cold to customer - the failure of guides to be sincere and friendly

MOMENT OF TRUTH and the lack of desire to share one’s self with people expresses coldness toward
➢ The success or failure in guiding as in any service industry depends on what is now customers.
commonly referred to as “moment of truth”, a term coined by Jan Carlzon, president 4. Treating customers with condescension - the attitude of treating customers as being
of scandinavian airlines (SAS).
➢ Carlzon defines a “moment of truth” as that precise instant when the customer on a lower level is a common complaint of visitors.
comes into contact with any aspect of your business and, on the basis of the contact, 5. Working like a robot – such behavior is offensive because it shows that lack of
forms an opinion about the quality of your service and potentially the quality of your interest and boredom and is just as tiresome for the listeners as it is for the speaker.
product.
6. Getting hung up on the rule book – several service industry leaders propose that
➢ He discovered that the critical moments of truth for customers of the airline occurred
not with the corporate executives of SAS but rather with ticket agents, flight guides should refrain from saying “Sorry, our policy is…” if they are not convinced
attendants, and other front-liner employees. that deviating from the rule book is detrimental to anyone.

CYCLE OF SERVICE 7. Giving customers the “run-around” - In cases where a task falls outside the guides
responsibility or expertise, his or her handling of the situation can make difference
➢ To determine whether or not a customer's moments of truth are favorable, Albrech
between a visitor getting assistance or feeling as if he is getting the run-around.
advised a company or individual to identify their customer’s moments of truth or
those instances in which the customer comes in contact with the service and
formulates an opinion. Albrecht states that it is important that this cycle is formulated WORKING WITH DIFFERENT AGE GROUPS
from the customers perspective and not that of the employee or the business. ➢ STUDENTS
As many sites and cities around the word provide ideal learning environments for
children of all ages, the number of student trips is increasing considerably. Several
schools incorporate a tour into their curricula and require that a guide be resourceful.
 ➢ SENIOR CITIZENS ● Follow through on promises.
There are important facts to remember when working as a senior citizen. All ● Avoid playing favorites.
sense declines in the aging process. Very often one’s loss of sensory ● Exemplify the desired behavior.
perception occurs so subtly that a person is not even aware of it.
WORKING UNDER DIFFICULT CIRCUMSTANCES
WORKING WITH “DIFFICULT” PEOPLE ➢ The most difficult circumstances are those involving safety such as medical
➢ Guides, like others who work with people, meet tourists who complain, those emergencies and motor coach breakdowns. However, most of the problems involve
who are late, or those who dominate others. However, the incidence of personalities. The most common situation guides encounter are complaints about
difficult behavior is not very frequent. Poor behavior handled with some aspect of the tour: the hotel room is too small or too close to the ice machine or
compassion and reason can be converted to model behavior. It seldom elevator; the food is inadequate, or the schedule is too hectic.
happens that guides have consistently content, well-behaved groups while
In case of customer complaints, guides should ask themselves these questions:
others have repeated problems about coming late, discourtesy and even
“mutiny”. ● What exactly is the complaint?
● Is the guest’s complaint valid?
● Can the situation be resolved easily?
ESTABLISHING RAPPORT and COHESIVENESS
DEALING WITH HABITUALLY LATE PASSENGERS
➢ Rapport means a sympathetic relationship and mutual trust. Many psychologists and ➢ Habitually late passengers are a common problem of tour guides. Late coming shows
human relationship experts advocate learning techniques for developing rapport. The
lack of courtesy, and when the schedules of several people are affected, there is an
most popular of these learning techniques is neuro-linguistic programming (NLP)
which is based on the premise that people perceive primarily one of three ways- urgent need for guides to establish firm policies on punctuality.
visual, auditory, and kinesthetically. By recognizing which of these three ways others
perceive, guides are better equipped to deal with various personalities. DEALING WITH DIFFICULT QUESTION

The following tips can help guides to develop rapport and maintain cohesiveness in order; ➢ In general, the more experienced a guide is, the more likely she is to welcome
questions, especially challenging ones. The new tour guides often fear questions or
● Be prepared. are caught off guard by them. However, there are questions that are difficult for
● Adopt an attitude of friendliness and take responsibility. guides. These include;
● Let visitors know that their enjoyment is of primary concern. ● Questions for which a guide does not have an answer.
● Respect others and be a careful listener, concerned listener ● Questions whose answers are controversial.
● Give clear instructions. ● Questions that are too personal.
● Don’t give ultimatums that cannot or will not be enforced.
TOPIC 7: QUALITIES OF A SUCCESSFUL SPEAKER BODY MOVEMENT AND GESTURES
➢ Gestures such as the movements of the body, face and hands are strong
BODY LANGUAGE communication tools. Nervous movement and unnatural gestures can diminish the
➢ The body is an effective communicator with a language of its own. Body language trust people have in a guide. Repetitive movements or gestures can be very
which includes postures, movement, gestures, eye contact and dress has a greater distracting. People tend to focus on body movements when receiving mixed
force than the spoken word. When a speaker sends mixed messages, listeners will messages. A Good method to become aware of one's body movement and general
believe what they see rather than what they hear. speaking image is to participate in video state sessions in which experts evaluate all
POSTURE aspects of speaking style. In spite of an initial discomfort, guides usually find the
➢ Good posture is crucial for overall health and well- being, impacting physical experience enlightening andin-structive.
appearance, self-esteem, and energy levels. Key benefits of maintaining good posture
include: EYE CONTACT
Health improvements: good posture aligns the spine, reducing strain on muscles and ➢ Is a crucial technique in public speaking, enhancing connection and
joints, which can prevent back and neck pain, headaches, and muscle fatigue. engagement with the audience. Experts recommend that speakers maintain eye
Enhanced mood and confidence: proper posture can improve mood and energy contact with individual audience members for about 3 to 5 seconds, which
levels, reducing feelings of depression and increasing self-esteem. fosters a sense of conversation and authority. This practice not only helps to
Physical appearance: standing or sitting up straight can make individuals appear calm nerves but also encourages audience participation, transforming passive
taller and slimmer, positively influencing how they are perceived by others. listeners into active participants.

➢ To achieve ideal posture, individuals should focus on: (THE VOICE PITCH RESONANCE VOLUME)
Alignment: Ensure that the ears, shoulders, hips, knees, and ankles are in a straight VOICE
line. ➢ Is the mirror of the soul" emphasizes the voice's role in reflecting a person's
Breathing: Practice deep breathing, allowing the stomach to expand while inhaling health and confidence. For tour guides, whose voices are their primary asset,
and relax during exhalation. maintaining a pleasant and engaging voice is crucial, especially since they
Regular Reminders: Use cues throughout the day to check and correct posture. often speak for long hours.
A good voice is characterized by being natural, expressive, and easy to understand,
influenced by factors like health, muscle tone, and the anatomical structure of the vocal CHARACTERISTICS OF VOCAL STYLE/VOCAL VARIETY
mechanism. Key voice characteristics include: ➢ Successful speakers have the ability to change qualities of the voice and speaking
style. Enthusiasm is the most basic source of vocal variety. An individual who is not
PITCH extremely interested in his subject will often revert to a dull, monotonous speech. To
➢ determined by the frequency of vocal fold vibrations, which can vary by individual develop voice variety, a speaker should listen to recordings of his voice and be aware
factors such as age and sex. Men typically have lower pitches (around 110 hz), while of the pitch, volume, intonation and other vocal aspects.
women average between 180-220 hz. INTONATION
VOLUME ➢ is the melody of speech. It is a personal quality that often reveals a speaker's
➢ The loudness or softness of the voice, which should vary to maintain audience geographic background, personality and enthusiasm. The ideal intonation is natural,
engagement and ensure clarity. not singsong or conventional. Majority of tour guides have a conventional intonation
RESONANCE which is the result of rote memorization or repetition. Many tour-ists find it
➢ The quality of the voice is shaped by the vocal tract, affecting how sound is amplified distracting and annoying.
and modified. ARTICULATION
➢ Is the process of producing clear and distinct sounds. It is the manner by which a
TAKING CARE OF THE VOICE speaker utters the vowels and the consonants. Good articulation is one of the
➢ Voice care is essential for professionals like singers, speakers, and tour guides. Dr. characteristics of good speakers. The best way to improve articulation is to record
Lillian Glass, a renowned voice coach, identifies common irritants to vocal health, one's voice and listen carefully and critically. Some of the common offenses are
including smoking, excessive alcohol and drug use, sleeping with the mouth open,
dropping or slurring the endings of words, mumbling or failing to open the mouth
and shouting. To maintain vocal quality, Dr. Glass recommends:
when speaking, and speaking too fast.Some speakers add vowels, consonants or extra
Proper Breathing: Use diaphragmatic breathing techniques. syllables to words. Proper articulation is a means of ensuring that the speaker is
Adequate Rest: Ensure sufficient sleep to allow vocal cords to recover.
under-stood by everybody.
Hydration: Drink plenty of water to keep the throat moist.
Dietary Adjustments: Avoid dairy products that can thicken mucus and limit
caffeinated or carbonated beverages.
Gargling: Regularly gargle with warm water to soothe the throat.
 interpreters frequently seek speech coaching to minimize strong regional accents, as
these can hinder effective communication.
➢ IMPORTANCE FOR MULTILINGUAL GUIDES. clear communication is
essential, especially when discussing complex topics like architecture, history, and
politics over extended periods. Effective guiding requires not only fluency but also
careful pacing and planning. Therefore, additional training is often necessary for
those who provide guidance in foreign languages to ensure smooth interactions with
travelers.
RATES OF SPEAKING
➢ Rates of speaking vary from one language to another, from one region to another
VOCABULARY within a language and from one situation to another. One of the most common
➢ A good vocabulary is the use of basic words appropriately and not amazing people complaints among listeners is that a speaker talks too fast. Tour guides should avoid
with high sounding words. Guides must know their audiences and use words that are speaking too fast if they work with people outside their own region whose na-tive
understood by them.Using unfamiliar words can offend or discourage listeners. language is different from their own and with those who have learning difficulty
Sometimes words are too complex for the background level or age of a group or are ➢ The average rate of speaking in public is approximately 125 words per minute. One
examples of local vernacular or slang which should be avoided. way to monitor one's speaking rate is to read a passage, time it and see how closely it
PRONUNCIATION approximates the 125averagerange. With regular monitoring and practice, it's easy to
➢ refers to the way words are articulated, serving as sound symbols for their meanings. solve problems with rapid speaking.
Accurate pronunciation is crucial; mispronouncing words can lead to HOW TO OVERCOME ANNOYING HABITS
misunderstandings and may frustrate listeners dictionaries often provide multiple ➢ Examples of common annoying habits of speakers are: play-ing with hair, jewelry or
accepted pronunciations to accommodate variations among educated speakers clothing, persistent "um's" and "ah's";jerky eye movement; overuse of slang or
➢ REGIONAL DIALECTS. regional dialects encompass variations in pronunciation, colloquialisms; overuse of expressions such as "you know" and"like" or superlatives
inflection, and enunciation within a single language, often revealing a speaker's like "incredible." To know about their mannerisms, guides should see themselves
geographical origin. In some cultures, accents can also indicate social status, speak on videotape or ask a coach,instructor or colleague to give them an honest
consequently. Professionals such as politicians, media figures, tour guides, and evaluation. In this way, they will learn how to control them. Just as habits are formed
through practice, acquiring new habits requires time and practice.
USAGE OF MICROPHONE
➢ Guides should check the microphone for volume and quality before passengers arrive
and again after they are seated, encouraging passengers to report any sound issues
immediately. Common problems often arise from faulty equipment or guides
speaking too loudly, which can distort the sound. To avoid feedback, ensure the
microphone button is pressed firmly, and consider using elastic bands to keep it
engaged. Many guides now use lavalier microphones for mobility or portable
microphones for larger outdoor groups, as most tourist transport companies have
upgraded to more reliable systems.
LISTENING
➢ A discussion of speaker skills includes the importance of lis-tening 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
travel-ers 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 enjoyed traveling with you and I wish you well."