Bài giảng Hướng dẫn du lịch

NHA TRANG UNIVERSITY
FACULTY OF FOREIGN LANGUAGES

***






Subject Outline
TOUR GUIDING








NHA TRANG 9/2014

SUBJECT DETAILS

Subject name
TOUR GUIDING
Units of credit
2
Study length
15 weeks
Prerequisite / Co
requisite
Introduction to Tourism and Management
Suggested study
Commitment
Approximately 2 class hours per week
Term
9/2014
Subject Coordinator/
Lecturer
Bronnie Driscoll

Nguyễn Phương Lan
Contact details Email:

01232014548

0983729979

The subject outline contains important information. Please ensure that you read it carefully. It is
also strongly recommended that you keep this copy of your subject outline for future reference.

Subject aim/rationale
The purpose of this course is to provide an in-depth review of theories and practices concerning
conducting tours. Travel professionals nowadays are required to gain understanding into guiding,
escorting and planning tours. While international best practices in strategic management are examined,
travel strategies and tour operations in Viet Nam will be discussed substantially in order to enhance
students’ practical capability.

Subject objectives
The specific objectives of this subject are to help students to:
1. Explain why people take a tour and required skills and personality to do tour related jobs;
2. Understand the skills and attributes and daily activities required of a tour guide
3. Understand the ethical responsibilities of a tour guide
4. Acquire skills and knowledge required to handle difficult interpersonal situations – both with
customers and colleagues
5. Get the general knowledge you need to work as a guide

Subject structure
The structure of this subject for on-campus students comprises:
 One 3 periods lecture per week
Subject materials

Lecture notes (mainly from the work book) and essential readings which are recommended in each
topic are key materials for this subject. Additionally, further readings, discussion questions, exercises
and problems solving will help students understand thoroughly the fundamental issues of tourism
management

Prescribed textbooks:
1. SUBJECT MATERIALS
2. Tourism Training, Unit THTFTG01B, Work as a guide, Trainee Workbook

Proposed schedule

Time
Content
Week 1
(4 periods)

Introduction of the subject

Tutorial 1:

- Guiding about Tourism terms
- Group formation and assignment requirements
Lecture 1: Introduction to Guiding in the tourism industry(Ms. Bronnie’s)
- Types of tour guides
- What a Tour Conductor is
- Why people choose guided tours

Tutorial 2: (Presentation)
Group 1: Present on what a tour guide is, types of tours, the role and
responsibilities,

Group 2: Present on tour managers, the tour manager’s personality, employers of
tour managers
Compile a list of what you think a Tour Guide actually does in their day – to day
work activities
Group 3: Present on the plus side and the minus side of a tour guide
Week 2
(4 periods)

Lecture 2: What is tour conducting?(Ms. Bronnie’s)

Tutorial 3:
Group 4: Building up a professional working manner
(Self-Preparation, Service mind, Standard
for professional working manner)
Group 5: Tour manager’s responsibilities
Characteristics of a good tour guide
Week 3
(4 periods)

Lecture 3: TG job - preparation for guiding the tour
(Ms. Bronnie’s)
lecture 4: (Ms. Bronnie’s)
Tour Management and Problem Solving
Week 4
(4 periods)

Practices & Tests (tour simulation):
Practices & Tests(tour simulation):

Week 5

(4 periods)
Fieldtrip: DAKLAK tour
Week 6
(4 periods)

Practices & Tests(tour simulation):
Practices & Tests(tour simulation):
Week 7 & 8
(4 periods)

Major Group Assignment: Field Work
Assignment due: Week 8
Week 8
(2 periods)
Revision



Assessment
Assessment for the subject will be on the basis of:

Contribution
Assessment points
10%
Attendance
10%
Class activities (Tutorial discussion leading and presentation)
Workbook – Handed in Week 8
10%
Fieldtrip participation & attendance

20%
Practices & Tests
50%
Final written exam 30%
Major Group Assignment 20% - Due Week 8

Your Work
All assignments are required to be either written on the handouts provided or typed on word
2003/2007, font Times New Roman, size 13 with 1.5 line spacing. If emailed, the email subject must
be clear and attached documents must have a file name which includes your name, class code and
assignment title. Assignments submitted after the due date will be subject to lost marks

Absences
Absences from this class are generally not accepted for any reason. However, a student who has
concerns about absences from this class should discuss them with the Dean and your teacher.

Late Policy
The class begins at the scheduled time. If you arrive more than 10 minutes late you will be marked
absent (See grading below for how absences affect your make) Please make it a habit it be on time.
Late students disrupt the class and you miss valuable information.

ASSIGNMENTS & PRESENTATIONS

WEEK 1
Each Group to make a 10 minute presentation, as follows;

Group 1: Present on what a tour guide is, types of tours, the role and responsibilities,
Group 2: Present on tour managers, the tour manager’s personality, employers of tour managers
Compile a list of what you think a Tour Guide actually does in their day – to day work activities
Group 3: Present on the plus side and the minus side of a tour guide

WEEK 2

Each Group to make a 10 minute presentation, as follows;

Group 4: Building up a professional working manner (Self-Preparation, Service mind, Standard for
professional working manner)

Group 5: Tour manager’s responsibilities Characteristics of a good tour guide


WEEK 4

Practice & Tests (Tour Simulation)
Each Group will prepare and present a 20 minute simulated tour guide commentary from the
perspective of one of the following;

1. City guide
2. Cultural Tour Guide
3. Onsite Tour Guide

Requirements:
a. The commentary will be of somewhere in Viet Nam
b. PowerPoint presentation must have pictures only, that is NO Words

WEEK 5

DAKLAK Tour: NB.

For the purposes of the assignment Groups 1 – 5 K53TADL2, will become groups 6-10

Commentaries will be 5-10 minutes each and will be presented prior to reaching the destination
Supporting written documentation of each assigned activity must be provided

Group 1: Provide a detailed itinerary commentary of the tour
Group 2: Present a commentary overview of the tour to visitors
Group 3: Provide a concise, “Tips for Visitors to Vietnam” commentary
Group 4: Explain the importance of Nga 6 Buon Ma Thuot
Group 5: Deliver a commentary on Daklak Museum
Group 6: Provide information of the uniqueness of the M'nong peoples
Group 7 Explain the advantages of the architecture of a Long House
Group 8: Provide information of the history of the Khai Doan pagoda
Group 9: Return trip to Nha Trang – share information of the different foods of Viet Nam
Group 10: Develop and manage activities for the return trip to Nha Trang City


WEEK 8

Each group will be given a map of Nha trang City, on the map you must draw the route of your
allocated bus service and prepare a written tour commentary of the route, highlighting (at least 4)
places of interest on the route.
CONTENT


Range Statement

This subject applies to guides working in all sectors of the tourism industry.
The following lists and statements identify how this unit may be applied in different workplaces,
sectors and circumstances.
General and specific ethical considerations may include:

• truth and honesty regarding all information given to customers
• provision of services as promoted
• ethical dealings with local communities
• relationships with industry colleagues, customers and suppliers
• cultural considerations
• environmental considerations and sustainable practice.

Opportunities to update knowledge and skills and key guide information sources may include:
• industry seminars
• training courses
• familiarization tours
• participation/membership in professional guide associations
• formal and informal research
• Internet research.

Tourism operators may be:
• coach company
• tour operator
• cruise operators
• airlines
• accommodation provider
• food and beverage outlet
• attraction or theme park
• inbound tour operators
• other guides.

Social, cultural and business requirements may relate to:
• body language
• cultural customs and mores.
Industry acceptable language refers to commonly-used industry terminology and commonly used

English


Lecture 1
Introduction
 Define terms commonly used in the tourism industry
 Explain why people take a tour
 Identify for whom tour guides and tour operators generally work
 Appraise the attraction of tour conducting as a career

 One out of every person in the United States, who takes a trip of five days or longer, does so
through an organised tour.
 Group Travel is more popular abroad.
 Increasing 15% annually.
 With aging populations this will also increase
 The range and type of “Tours” have expanded

As a Guide students might be involved in full or part time employment or may work as a freelance
contractor. In any case, it is important for students to know who you are working for. It is equally
important that they understand the relationships between the tourism businesses that employ or contract
them and other tourism businesses. There are many businesses involved in getting the tourist from their
home to their destination, especially if they are international tourists.

TOURIST GUIDES accompany visitors on local tours and services and guide within a specific
country, region, area, city or site. They provide special information on matters relating to such things as
history archaeology, monuments and works of art; the environment, culture, natural and built
attractions, places of interest and any general matter of interest to the visitor. The Guide’s main role is
to interpret and deliver localised information in the language of the visitor whilst providing a range of
services which may include offering arrival and departure assistance at the destination and co-
ordinating pre-arranged touring details. Tour guides may recommend products and sell optional tours

to the visitor and may receive commissions on any sales generated.

Common titles applied to Guides include:

� Tourist or Tour Guide
� Site Guide
� Interpretative Guide
� Walking Guide
� Outdoor Recreation Guide
� Museum Guide
� Heritage Guide
� Cultural Guide
� Nature Based Guide
� Driver Guide
� Specialist Guide (any range of specialist knowledge may apply)

 Group Discussion

Positive (the plus side)

Negative (the minus side)


Why people choose guided tours:
� peace of mind
� freedom from decision-making
� saving time and money
� company of other people
� fear of the unknown
� desire to gain knowledge

� guide services and attention
� assistance with local information - shopping, transportation, attractions

Lecture 2
Roles & responsibilities of a Tour Guide

 Understand the skills and attributes and daily activities required of a tour guide
 Understand the concept of a Position Description as it relates to a Tour Guide
 Understand the Ethical responsibilities of a Tour Guide

 Pair Work: List the personal qualities you feel are important to work as a Guide.

Answers should include the following:

Professional appearance
The first impression is a lasting impression. A guide should be suitably dressed, well groomed, in good
health and possess good body hygiene.
Outgoing personality
This list is extensive and includes features such as being friendly, happy, welcoming, positive, polite,
approachable, entertaining, spontaneous, gracious, willing to please, kind, charming, genuine and
natural, energetic, easy going, and having a sense of humour.
Communication skills
This includes positive body language, good voice technique, listening skills and questioning
techniques.
Leadership skills
These skills require a Guide to be patient, tolerant, diplomatic, unbiased, responsive, assertive,
decisive, tactful, empathetic, instinctive, perceptive, responsible and ethical.
Organisational skills
This includes being organised, flexible, punctual, reliable, practical and knowledgeable, and possessing
a good memory.

A Guide should also be professional at all times, have pride in oneself and country and most of all
display enthusiasm. You must love your work and want to share what you love. This is the difference
between an average Guide and a great Guide.




Types of guides
� site guide, interpreter
� city guide, local guide
� business or industry guide
� volunteer
� driver/guide
� tour manager (escorting extended tours)


The work of a Guide is vastly misunderstood. To begin with, most people are surprised to learn what a
Guide really does, and that travel itself is not always involved in a Guide’s work.

The term Guide is also often misused. Generally it refers to someone employed to lead local
sightseeing at a particular place or city. A Guide who escorts an extended tour is usually referred to as
a tour manager. But depending on where they are working they may be called a tour guide, tour escort,
tour leader, tour director, tour conductor, trip director and even a courier.

Discuss the following Tour Guide Job Description

Job descriptions are written statements that describe the: duties, responsibilities, most important
contributions and outcomes needed from a position, required qualifications of candidates, and reporting
relationship and co-workers of a particular job

Activity

List the most important attributes for the position of Tour Attendant and Cook as well as what would
be the required qualifications of candidates


 The skills and experience that are most attractive to companies when hiring a guide
 honesty
 dedication
 attitude
 integrity
 repetition
 sense of urgency
 powers of observation
 customer courtesy and attentiveness

A tour guide is responsible for the logistics of a tour, and the clients they are traveling with. The
lodging, meals, transportation and activities have usually been prearranged, but in some cases a guide
may be responsible for any or all of these details. It may be a one day or multi-day tour.

Activity

Compile a list of what you think a Tour Guide actually does in their day – to day work activities

Answers should include

 Accompany them to hotels & activities scheduled during the tour
 Meet their clients at the airport
 Manage meals & transportation throughout the tour

 Assign rooms
 Deal with luggage
 Explain the itinerary and schedule
 Provide information about the areas visited
 Lead activities specific to the tour
 Handle health emergencies
 Manage last minute changes, conflicts and mix-ups
 Are responsible for keeping everyone in the group happy and ready to sign up for
 another tour
 Manage a budget
 Generate reports for the tour company

In addition a tour guide should be:
Psychologist
Diplomat
Decisive
Entertainer
News reporter
Restaurant critic
Efficiency expert
Orator
Translator
Detective
Mind readers
Actor
An ideal tour manager is out going, decisive, organised, ethical, inquisitive, and has good speaking and
listening skills
A position as a Tour Guide, manager can be the basis of building a sound career in the Tourism and
hospitality Industry

Lecture 3
Preparation for guiding a tour

Basic requirements of a tourism attraction
 Attractions which can be site itself or an event
 Amenities or facilities like accommodation, food, local, transportation, communication and
entertainment at the site
 Accessibility
 Peace and order

Characteristics of Tourism

 Product is not brought to the consumer;
 The tourism product is not used up, it doesn’t exhaust the country’s natural resources;
 People-oriented;
 Labor-intensive;
 Multi-dimensional;
 Seasonal;
 Dynamic;
 Characterized by the changing ideas of its customers.
 First impression of tourists play a very important role
 Receiving tourists is just like receiving guests in your home
 Show the best without boasting or overdoing
 Guiding is not simply telling them “to your left, to your left”, there’s a lot more into it.

Communication

 Language proficiency
 Avoid using highfalutin words, use simple, easy to understand words

 Try to get rid of regional accent
 Use synonyms to explain, to describe something
 Use non-verbal communication in a difficult thing or situation
 Speak audibly, not too soft and not too loud
 Conduct your commentary in a relaxed, entertaining manner (they came here to enjoy,
remember)

Guiding Techniques

 Be prepared, study the destination
 Plan your spiel or commentary, it should be structured
 Have an update on the local and global news and environmental issues
 Intercede when necessary in the interaction with the guest and the locals
 Be aware on the basic human behavior and attitudes
 Do research to back up your facts
 Be ready for pertinent and impertinent questions
 In cases of having more than one guide, find some time to sit down, discuss to synchronize
information & learn from each other
 Never tell your personal life at first meeting
 Never sell anything at first meeting unless they ask
 Be punctual at all times. Be there at least one hour before the tour starts
 Learn map reading
 Learn how to say NO to indecent proposals
 Always make a head count before, during and after the tour, especially on stops
 Be practical when making judgment, think if the benefit of the majority
 Be a good decision maker
 Learn basic first aid

Qualities of a Good Tour Guide

 Love of country
 People-loving
 Open-mindedness
 Tactfulness
 Punctuality
 Proper decorum
 Honesty
 Resourcefulness
 Self- confidence
 Sense of humor
 Enthusiasm
 Fairness in treatment
 Good health
 Good communicator
 Patience
 Reasonable
 Assertiveness
 Humble and polite


TIPS

Start with a greeting or introduction
Information should be delivered in a manner that would interest the guests
Sense of humor should be part of the delivery of information
Remember, commentaries help people understand and appreciate what they actually see
 Face the group, not a few
 Speak slowly and clearly
 Voice should be audible
 Practice eye contact

 Prepare yourself for questions to be asked
 Take control of your breathing and emphasize important words
 Use synonyms, example in explaining something
 When mentioning a name, repeat it or spell it
 Maintain silence, if the need arises
 Listen carefully to questions and other concerns
 Never argue with the guests
 End your tour always by thanking the guests

Enhancing the Tour Guide’s Expertise

 To be an excellent tour guide, it is important to have a command of the guiding skills, A guide
should adopt different methods of introduction in accordance with the categories of attractions
visited, the situation on the spot and tourists’ education and their travel purposes. A tour guide
should always keep in the mind the following basic requirements in his introduction

The Method of Section-by-section Introduction
This method requires that the whole scenic spot be divided into different sections in series so that a tour
guide could introduce them one by one. First of all, a brief survey on the scenic spot should be made on
the way or at the entrance, including its history, area, and the name of its main scenic spots, through
which the tourists could have a preliminary impression on the scenic spot that they will visit. However,
a tour guide should not introduce too much about the next scenic spot when he introduces the present
one.
The Method of Suspension- Introduction
This method tends to excite tourists’ curiosity and thirst for knowledge by suspending the introduction
suddenly when a tour guide explains the key point of a scenic spot. It turns out to be one of the most
effective ways to catch the tourists’ attention, aiming at inspiring the tourists to participate in seeking
the truth. If they fail to come up with it, the tour guide then could help them find the way out and
resolve the riddle.
The Method of Introduction with Quotations

This method is used to give an account of a scenic spot by quoting proverbs, mottos, slangs, legends,
folk tales or remarks of celebrities, so as to acquire the effect of vividness, conciseness and
comprehensiveness in his introduction.
The Method of Combination of Factual Information and Abstract Reasoning
This method is to enrich the tourists’ knowledge with historical figures, events and myths, by which
they can better understand on-the-spot landscape
The Method of Introduction Spurred by Beautiful Scenery
This method shifts the concern of tourists from the present sight to other scenes. The tour guide should
not restrict his introduction on the present scene.
The Method of Description Introduction
This method is used to describe a scenic spot with concrete, vivid and elaborate words, just to reveal to
the tourists the characteristics of the scenic spot that the tourists may ignore.
The Method of Introduction with Focus On Key Events
This method is to emphasize some aspect of the scenic spot instead of focusing on every aspect of a
specific matter or incident
The Method of Explanatory Introduction
This method is inclined to help tourists understand some vague points of the scenic spots with plain
words. It is applied when a tour guide introduces the historical interests or the scientific principles of
the works or some miracle of the scenic spot that tourists may fail to comprehend
The Method of Question-and-Answer Introduction
It is a method of introduction by a tour guide to ask tourists questions or to encourage them to put
forward questions about the scenic spot.

Lecture 4
Tour management & Handing Problems

Besides providing information for the tourists during the tour, the tour escort is also a tour leader who
manages the tour program and deals with any possible problems:

Activity

Make decisions for these situations:
1. The customer wants to move to another restaurant, not the one that was reserved
2. The customer wants to change the room in the middle of the night
3. The customer demands being allowed to wake up late the next morning
4. The customer is rude to other customers and is upsetting them

Good Side of Problems

 Can help us develop ideas
 Learn more about others
 Improve relationships
 Contribute to creativity
 Lets us know there is need for change

Bad Side of Problems

When dealing with problems we need to address the following:
1identify potential issues
2 personal safety
3take responsibility
4 respect
5 effective communication skills
6 company policy
• Don't insult people or make fun of them.
• Listen to others when they speak.
• Value other people's opinions
• Be considerate of people's likes and dislikes
• Don't mock or tease people.
• Don't talk about people behind their backs.

• Be sensitive to other people's feeling
• Don't pressure someone to do something he or she doesn't want to do



What does the following chart tell us?
9%
16%
30%
45%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Writing Reading Speaking Listening


Activity

1. List 4 different conflict situations which could arise on a tour.
2. Do all difficult customers act the same way? Why or why not?
3. Quang came to the tour smelling of alcohol. During the following days he became progressively
disorientated and it was obvious to the guide and the other tour members that he was drinking

excessively. On the third day the guide saw him drinking on the coach. How could this situation be
handled?


Lecture 5
1. Legal & Safety Considerations
2. Updating Guide Knowledge & more
3. Communicating with industry operators

There are many legal and liability considerations involved in guiding operations. It is imperative before
you begin your tour that you are familiar with all those applicable to you and your tour. These will vary
depending on your company, state and country. These may include:
a. Consumer protection laws
b. Public liability
c. Environmental legislation
d. Other considerations
e. Safety considerations

Activity

Page 43 in work book, discuss the 4 “incidents with a partner and come up with a strategy on how to
deal with them

Updating skills & knowledge
A guide must constantly update their knowledge and skills to enable them to deliver current and
information accurately. Often a Guide is required to tailor the content of the information to the needs of
the group.

Activity

Discuss with your partner
1. Why it is important to continually update your tour guiding skills and knowledge
2. What knowledge might you need to update
3. Where might you find such knowledge

Developing Knowledge
This subject is covered in more detail in the unit THTFTG03B
‘Develop and Maintain the General Knowledge Required by Guides’.
One of your roles as a guide is to prepare and present commentary and answer any questions. You
must ensure your information is accurate, relevant and current. You can obtain information from the
following sources:
� your own memory and experiences
� word of mouth
� media
� libraries
� internet
� computer reservations systems
� government and other departments
� tourist bureaux
� industry associations
� travel manuals, eg Travel Information Manual - TIM
4. � reference books, eg Atlas
5. � other books, eg guide books

Your role as Guide does not mean that you only deal with customers.
You have a very important role in delivering the tourism product. This means that you will constantly
be communicating with the suppliers of services to your tour members.

 What suppliers may be included
 Hotels, motels, or any accommodation provider

 Restaurants
 Coach operators
 Private car operators
 Tourist attractions
 Wildlife parks
 Museums, art galleries, cultural centres
 Tour operators
 Cruise boat operators