導(dǎo)游業(yè)務(wù)技能3

1、Professional Ethics of Tour GuidesChapter Threethe first step - preparationappearance: the first step is to win a good impressionThe most important in your appearance is to show your own character.- keeping smiling: - be positive: every thing you say and do is important in the eye of touristsWhy is

2、smile so important for a tour guide?3.3 working with colleaguesHow can you work with drivers?- introduce the driver in front of a coach of tourists at the very beginning of the tour- welcome drivers suggestions.- eat with driver on the same table as a good way to show cooperation in the eye of touri

3、sts.- discuss with driver about the routes.Working with flight attendants: Tour guides must perform a delicate balancing act when escorting a group on a plane. Tour guides must learn to maintain control of your group while at the same time deferring to the flight crews leadership, e.g., seat belt la

4、w and so on. And the best way to approach flight attendant is to introduce yourself to head flight attendant or those attendants who are serving the cabin section where your group is seated. what thing can you do to show that you are still in charge of the group while in flight?- Why are you, a guid

5、e or the driver to sleep in a honey moon suite if you are told by the receptionist that there is only such a room available for whole group?- Why do you need to work with concierge and hotel porter?working with concierge and hotel porter:Sometimes it is needed to discuss with porter what time for lu

6、ggage to be carried out of the hotel to airport or railway station. and also, sometimes you need to ask concierge to do some necessary things for your group.-why do you need to work with head waiter and waiters in restaurant?House, museum and site guides:If the house guides dont keep to time, you ne

7、ed to warn clients that the coach has to leave at a fixed time. Tell them if they want to shop for souvenirs before they leave the city they must finish their tour at a certain time. Collaborating with clientsAll the time you have to remember you are the bridge between visitor and local. You have to

8、 be that buffer of anger, misunderstanding and resentment from both sides, and sort out problems with charm and tact. Health problems-Never ever give clients any tablet or pill. You are not a doctor, how do you know that they wont react? Even if they say they always take a proprietary brand of medic

9、ine, local manufacturers can have different strengths for example and if anything goes wrong you could be sued. If they need something, you take them to the nearest chemist, where they can ask for this themselves. Tipping-Commission from excursions, etc. should always be shared 50/50 with your drive

10、r. If you have a city tour, remember to tell your clients how much to tip the local guide; it is only a small amount to each client, but spread over 40 people it makes a difference to the guide. Coach accident procedure Take a deep breath-calm yourself before doing anything. Then see if the driver i

11、s all right. Then he/she should shut off fuel before helping you to evacuate passengers. Help the injured. Prevent further accident/s. Keep passengers off/away from road. Arrange for driver/walking passengers to call ambulance/fire/police. Put out warning triangles. Look after other passengers. Info

12、rm company. Deal with press/sightseers.Case Studies: What should the tour guide do then?1.2.3.4.The professional ethics of a tour guide- What are the “three well equipment” mentioned by Zhou Enlai, the former Chinese premier?- What are the ten Ps among fifteen Ps? 1. politics: a strong sense of nati

13、onal self-respect and integrity, and representing the Chinese people.2. Practice: practice makes perfect3. Preparation: preparedness averts peril while appeasement abets peril4. Perseverance: no pain no gain5. Progress: should always aim high, never be satisfied with the status quo. 6. proficiency:

14、to achieve proficiency in ones work, the guide has to be very careful about everything involving guiding work.7. patience: one hundred of good things done for the visitors could be ruined just because of your losing temper once.8. prudence: never putting on airs. Prudence is an indication of self-cu

15、ltivation9. politeness: neither be haughty nor humble. Neither overbearing nor servile. Neither supercilious nor obsequious.10. precision: a fully qualified guide can bring about a meeting of minds like milk mingling with water.11. punctuality: procrastination is the thief of time.12. providence: to

16、 practice thrifty is a virtue.13. pollution: a single slip may cause lasting sorrow and the error of a moment could become the regret of lifetime14. photo-taking: give visitor some guidance in selecting best place for a photo-taking.15. perfection: be able to answer five questions from journalist ab

17、out who, where ,what, why and when Three Extras:-Sincerity-Timing-Giving information aheadFour orientation:-Helpful-Expressive-Informative-Efficient- What should a tour guide do when the tour leader/tourists want to add some item in discussing the tour itinerary?- What should the tour guide do in ca

18、se there are some differences between his itinerary and that of the tour leader? -What measures should the tour guide take in case the duration of the group in one city has to be shortened because of some objective cause?-How should the guide handle the case in which an individual of opposite sex co

19、mmits a physical offence against him/her?-What should be done to prevent security accidents?Taking care on the roadIf tourists are going to take part in potentially hazardous sports such as skiing, canoeing or mountaineering, tour guides should always remind them to follow all the relevant safety gu

20、idance; make sure that there are adequate emergency medical facilities on hand; and check that they have medical insurance which covers them fully in the event of any accident.AirwayThose details below usually considered unsuitable for flying - With poorly controlled heart failure;- With uncontrolle

21、d arrhythmias;- With unstable angina;- With an infectious disease transmissible to other passengers;- Patients with a psychotic illness, unless stable and escorted- Poorly controlled epileptics may need an increase in medication.- regnant women should not travel after 36 weeks, and a letter stating

22、their expected date of delivery and that they are fit to fly is desirable from 28 vveeks.Jet LagMany proposed jet lag regimens have little proof of efficacy but travelers can be advised to sleep/nap on flights to reduce the sleep debt and keep hydrated with plenty of water. A flight, which arrive sh

23、ortly before the local bedtime, can be helpful: A few days acclimatization to the new time zone should be allowed where performance of skilled tasks is important.Taking Care in the SunA separate risk of overexposure to the sun is sunstroke or heatstroke, caused simply by overheating. Avoid strenuous activity during the hottest hours, and make sure you drink plenty of non-alcoholic liquids to balance the loss of body fluid through perspiration. Take care in waterIf people are going to dive into water, tour guides should make sure that it is deep enough fo