第一部分导游的责任角色

1、chapter one the duties and roles of a tour guidepart i the qualifications for being a good tour guidethe tour guide is the representative of a travel service and is often the only one that the tour members will meet. the way in which you carry out your duties has an enormous impact on the functionin

2、g of the tour. the impression the tour members will have both of the travel service and china will be based on the professionalism of you. a travel service attaches great importance to the quality of a tour guideto be an efficient tour guide, you are required to have facility of the two pq factors t

3、he professional qualifications and personal qualities these two factors play a very important role in performing a good job in different customer-contact situations.the professional qualifications consist of three aspects which are called as "ask". "ask” here stands for attitude, skil

4、ls, and knowledgei. attitudein order to perform a good job and become professional, you must have the correct attitude to your work. you must like your job and enjoy it. in doing your work well in the tourist business, you should enjoy meeting people, because tourism is closely related to peoplein a

5、ll sorts of service, mthe customer-is-always-rightm attitude is a good policy people are all different in behavior and manners nobody is perfect. people do make mistakes, including customers and tour guides what should a tour guide do when there is contradiction between the tourists and the tour gui

6、de? a tour guide should have the attitude that your customers are all very good people they have come to china because they are interested in china they should deserve good service so that they will leave china with strong favorable impression. if you adapt this attitude, you will create a good atmo

7、sphere with customers and they will want to return and tell their friends how delightful china is.ii. skillsin addition to attitude, you should be competent in guiding tour groups as the leader of the group, you must perform your work effectively in order to achieve the final goal of giving the tour

8、ists satisfaction. therefore, you have to practice various skills.1. management skillmost of the tourists come to china in large groups, so you must acquire the skill of management. without this effective skill, you can not perform your work successfullyto do your work well, you must demonstrate you

9、r effective communication skill, ca this applies to giving commentaries on the coach, walking-tours, and instructions or briefings to tourists. informally, you have to communicate frequently with individual tourists which will in turn make tour group management much more easilyto do it well, you mus

10、t provide good service"service" is made up of seven words: smile, excellence, readiness, viewing, invitation, creativeness and eye. that means you should always provide smiling service to your guests, always make your work perfect, always be ready to serve your guests, always view your gue

11、sts individually, always invite your guests to come again, always create an amiable and harmonious environment for your guests, and always keep your eyes open on every guest. it is a universal principle for all service industries, especially for the tourist industry.to do it well, you have to develo

12、p the skill of solving various problems. encountering problems or unexpected situations can become a daily routine of a tour guide, but with the professional qualifications and experience, these can be solved easily. facing a problem, you must first of all develop a positive attitude toward it and r

13、emain cool and detached. this means you have to view or review the situation objectively, and find the best solution to it.sometimes, you might receive complaints from your guests- in handling complaints, you should always be polite and helpful. you should always be ready to lend an attentive ear to

14、 what the guest has to say and always hear the guest out. you must not interrupt the guest unless necessary. you should then make a short apology and express your understanding of the guests situation or sympathy with the guest. only when you put yourself in the guest's shoes can you look at the

15、 problem from the other person's perspective after that you should take actions quickly to remove the complaint, either by making polite, patient and detailed explanations, or making swift, effective corrections and remedies. but whatever you intend to do you must keep the guest informed of the

16、measures or actions you plan to take and when you will carry them out.2. language skilla tour guide should first have the common language that his customers use. when you have the sufficient language skill, your customers will feel that they can share the atmosphere easily.language plays an importan

17、t part in a culture. one's cultural background determines his thinking style. our native language is chinese, so our thinking style is different from the english-speaking people you need to practice the corresponding language until you can use it to the satisfaction of your tourists.being a tour

18、 guide, one will have a lot of chances to talk in public. so you need public speaking skill. if you are so frightened when you stand up, it is not very good because nobody wants to see a frightened face with irrelevant manners you are required to look at the listeners evenly; your voice should be cl

19、ear and loud enough for everybody to hear. your pace of speaking is as important as your volume, because if you talk too fast people can not follow additionally, your facial expression, gesture, posture and eye contact will all help the listener to understand you.3. listening skillwhen guests do the

20、 talking, you need to have listening skill. especially, when guests talk about the problems, you should be very careful, otherwise you would not be able to know what has happened to them4. observing skillto do a satisfactory work, you arc required to have the skill of observing people's bchavior

21、 with this skill, you can know the interests and needs of the guests according to their age, occupation and appearanceiii. knowledgein our work of tourism, knowledge is vitally important in order to make customers satisfied, you need to know almost everything. here, we say everything11 to mean to ha

22、ve a general knowledge of all subjects as much as possible. the reason for it is that tourists are people, who have different interests, they are also curious about china. to be a qualified tour guide, you should definitely have an adequate knowledge of the product. in tourist business, the term uth

23、e product knowledge0 means the knowledge of the country. it involves many aspects such as the political and governmental structure of the country, the geographic and historic knowledge of the country, the country's economy and social scene, etc.1 political and governmental structuresome tourists

24、 might be much interested in our social systems and our governmental structures, such as the people's congress and its function and the election system the reason is that our country has a different social system, governmental structure and election system from them.2. physical aspects of the co

25、untrythe term of "physical aspects of the country11 refers to the geographic knowledge of the country, for instance, the area, the size, the river, the mountains, the scenic spots, our soils, climate, and natural resources and so on.3. economic developmentsome businessmen appreciate the topic o

26、f china's economic development. the topic might involve agriculture, such as farming of wheat, rice, sugar, cotton, cattle, since they want to know the life of the chinese people. sometimes the tourists will ask how many airlines come to china and the entire railway network in china.4. social sc

27、enethe social scene includes medical care of chinese people, national welfare, family planning policy, educational system, and the housing problem. our policy for family planning is a very popular topic to the tourists to china, because china has one quarter of the world populatiori. in short, they

28、would like to know anything dealing with social development.5. historychina enjoys the longest history in the world. a lot of people would like to know our history to be a good tour guide you should be able to tell the different dynasties in chinese history, especially, the history dates back from t

29、he tang dynasty to qing dynasty.6. religionwhen you take the tourists to visit temples, you have to tell them the stories of buddhism and taoism. therefore, you must learn the knowledge about them in advance7. special topicsthe special topics are important to your customers. for example, the special

30、 topic of china at the moment is the modernization program, the special economic zones, the new policies to farmers, and perhaps all the changes in china current news is important too. if you are with an american, and you know that american president is coming to china for a visit shortly, you might

31、 like to talk about his visit and the importance of il so our topics depend on news .in order to have up-to-date topics, the tour guides should be up-to-date first.as for personal quality, one should develop good personality and good manners.iv. good personalitythe first impression is vitally import

32、ant. it is based on what tourists see and hear of you, or what you do, what you say and how you say it. careful attention to the following factors will help you make favorable impressions and help you serve more effectively.1. healthhealth affects our look and manne匚 therefore all tour guides have t

33、o be fit. a fit man is best able to be enthusiastic and he is able to be alert and keen and be on the job constantly all guests want to see a healthy face; nobody wants to look at a gloomy and tired looking face. the state of health is of tremendous importance to your guiding work2. kindness and fri

34、endlinessyou must be kind and friendly to your guests usually，we show our kindness and friendliness by smiling. but it is not enough for a tour guide you still have a lot of other ways to show your kindness and friendliness such as nice gestures, intonation of the language, friendly eye contacts and

35、 so on.3. understandingtry to understand tourists from their points of view. the reason is that they have different culture from yours try to think as if you were one of them.4. punctualityin any business, punctuality is vital. we should understand that punctuality is one part of our honesty. if you

36、 are not punctual, it means you do not care much of these people, and do not show respect to them.5 responsibilitiesresponsibility is the first prerequisite of a tour guide when you are taking a group of tourists out, you are the leader. they will feel helpless unless you are responsible.6. determin

37、ationdetermination shows your ability to lead tour group. if by any chance, an accident happens, you are required to find the best way to solve the problem as quickly as possible7. lively and out-goingyou will meet a lot of people on your work. this working situation demands that you have an extrove

38、rt personality. only with lively and out-going personality can you deal with foreign tourists friendly and sociably.v. good mannerschina is a well-known country of courtesy. in the work with foreigners, you should keep this valuable cultural heritage, and still be polite about other cultures and cus

39、toms, treating all our customers in a friendly way.1. attirewhen meeting the guests, you should get properly dressed because it is likely to be formal. for men, the national costumes, suits and all other kinds of national clothes are considered as correct. for ladies, national clothes, suit, blouse,

40、 and chinese summer long dress are all correct attire.1( should be mentioned that on formal occasions casual attire is not acceptable, such as jeans and sneake匚when you arc leading tour group out, casual clothes, comfortable and durable shoes will fit.when you are on tours, you should pay enough att

41、ention to your physical appearance. the clothes are required to be clean, natural, pressed, but should not be ostentatious shirts must be clean, especially the wristband and collar. in summer, if you wear a longsleeved shirt, thebottom of it should be kept in the trousers the trouser legs should nev

42、er be roiled up. you should polish your shoes before you go to work at work, non-collar shirts and short pants should not be worn. miniskirts arc unacceptable for ladies on businesson all social occasions, when you enter rooms, including a restaurant, house or office, you are supposed to take off yo

43、ur hat, overcoat, raincoat, windbreaker and overshoes men never wear hats indoors overcoats are taken off inside a house when the host offers to take your coat, hand it over, and say, "thank you.”2. greetingwhen you meet your group, initially, you should do self-introduction after greeting them

44、. when you introduce the third person, you'd better tell the relationship you have with him. hand gesture is helpful when you do introduction, but never point at people with your finger. it is only used among chinese, not foreigners it is not a good manner to shake hands too long at a time. one

45、should grasp the other person's hand firmly, but not squeeze it. look directly into their eyes. do not look at your feet or to the side .if a lady wears gloves, she does not have to take them off. but a man must take off his gloves before shaking hands men always shake hands when they are introd

46、uced to another man. sometimes women do not shake hands it is friendlier to shake hands, but a woman does not have to do so. men always wait for the women to offer their hands first. when introducing a man and a woman, we mention the womans name first (unless the man is very old or very famous) when

47、 introducing two men or two women, you put the older persons name first. if both are near the same age, it makes no difference whose name comes first.3. talkinswhen you are talking to the group, you should not:make exaggerated gestures.point at people.shake body when counting peoplespray salivabe im

48、patient when answering questionsforget to have leeway.be long-winded.if you want to join in others talk, give them greetings first and avoid attending to personal talks. often at a large dinner, a third person joins the conversation, because the chat sounds interesting. when one person is left out,

49、sitting alone, you should always try to bring him or her into the conversation. you can lean over and say, mwe are talking about beijing opera (or whatever), have you seen it?'1at large parties, you should be very sociable, because you arc the tour guide you can move from one person to another,

50、exchanging pleasantries. and you should take good care of everybody in the group. never talk with one person at length pay attention to all your guests.if you are needed elsewhere and have to discontinue a conversation with the guests, excuse yourself saying, ”please excuse me, fll see you again soo

51、n.”listen to others points of view don" dominate the talk by yourself. it is not polite to interrupt other's talk. be attentive and give some facial support and eye1 contact when you are listening to people. people will think that you arc impatient if you look at your watch or elsewhere.cha

52、nge to another topic as soon as you find you previous question is dull to your party.to your guests, you should not mention disease, death, and other distressing subjects. during a conversation with your guests, never tell silly, horrible or pornographic stories.4. on the topics of conversationavoid

53、 personal questions the basis of western society is individual. each individual is allowed to act as he pleases according to his own will. because each person expects his own right to be recognized, he respects other people's rights as a natural consequence, westerners, especially english speaki

54、ng people, dislike to be asked about personal matters. they think it is their own business, but no concern of others. here are some questions that should never be asked even by intimate friends.what is your religion?how much do you earn?how much did this cost?what race do you belong to?how old are y

55、ou?arc you married?the following may not actually be personal questions, but it is better to avoid them when you meet a stranger on the street, in a train, etc.where are you going?where have you been?what are you going to do now?may i go with you?where do you live?how many children do you have?where

56、 is your wife (or husband)?in case you have to ask personal questions, you must begin by saying, mplease excuse me for asking you a personal question.h or "may 1 ask you a personal question?1*questions1 what are the qualifications for being a good tour guide?2. what do good personalities for a

57、guide include?part ii the working procedures of a tour guidei. preparationsyou start your work as soon as you get the reception program from the travel agency. the program usually contains the code of the tourist group, the names of the tour members, the time for arrival and departure, the types of

58、transportation, and sightseeing schedule, etc.1 read the programyou should read the program carefully, and get information from the program mentioned above you should pay more attention to these: who pays the airport construction fee, your company or tourists themselves? which airport you are going

59、to meet your group? when there are two or more airports in your city.2. research on the touristsyou should make careful research on the tourists so that you can get well prepared. for example, for a group of doctors, you should prepare for the topics on medicine, such as the acupuncture anesthesia or chinese herb medicine. for a group of housewives, your topics may be about women in china, and chines