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    Tour Guiding-Chapter 4 (htt257)

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    nurul ain
    This document discusses effective communication techniques for tour guides. It covers the communication process and factors that affect effective communication, such as non-verbal cues, cultural diversity, and listening skills. Some key points discussed include the importance of researching facts, practicing communication skills, being aware of different cultural norms among tourist groups, minimizing communication barriers, and using questions as a tool to engage with audiences. Effective communication requires focusing on both the message being delivered and how it is received and interpreted by the audience.

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    Attribution Non-Commercial (BY-NC)
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    Tour Guiding-Chapter 4 (htt257)

    Uploaded by

    nurul ain
    245 views16 pages
    This document discusses effective communication techniques for tour guides. It covers the communication process and factors that affect effective communication, such as non-verbal cues, cultural diversity, and listening skills. Some key points discussed include the importance of researching facts, practicing communication skills, being aware of different cultural norms among tourist groups, minimizing communication barriers, and using questions as a tool to engage with audiences. Effective communication requires focusing on both the message being delivered and how it is received and interpreted by the audience.

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    tour guiding-Chapter 4(htt257)

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    This document discusses effective communication techniques for tour guides. It covers the communication process and factors that affect effective communication, such as non-verbal cues, cultural diversity, and listening skills. Some key points discussed include the importance of researching facts, practicing communication skills, being aware of different cultural norms among tourist groups, minimizing communication barriers, and using questions as a tool to engage with audiences. Effective communication requires focusing on both the message being delivered and how it is received and interpreted by the audience.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    245 views16 pages

    Tour Guiding-Chapter 4 (htt257)

    Uploaded by

    nurul ain
    This document discusses effective communication techniques for tour guides. It covers the communication process and factors that affect effective communication, such as non-verbal cues, cultural diversity, and listening skills. Some key points discussed include the importance of researching facts, practicing communication skills, being aware of different cultural norms among tourist groups, minimizing communication barriers, and using questions as a tool to engage with audiences. Effective communication requires focusing on both the message being delivered and how it is received and interpreted by the audience.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 16

    CHAPTER 4

    EFFECTIVE
    COMMUNICATION
    4.1 The Communication Process

    • To provide the opportunity for people to share the


    unique meanings they create of the world
    • Required when deal with industry colleagues:
     Tour operators & other guides
     Coach captain & bus drivers
     Tourist information officers
     Govt organization staff
     Acc managers & employees
     Airport staff
    • Liaison activities in order to
     Confirm operational & logistic details
     Ensure promised level of svc & product
    qualities
     Facilitate mgt of any mishaps
     Receive any update & local information
    excluded in the tour briefing
    • Guides service audience by:
     Liaising with clients, visitors and customers
     Providing commentaries relevant to the tour
    • Forms of Communication
     Written
     Electronic
     Oral
    4.2 Factors affecting effective
    communication

    • Not just the process of delivering a message


    • More to ensuring the people concerned
    understand the message
    • Required to focus on the response received
    during communication
    • Effective interpretation is about sharing meaning
    • Effective communication presented by the
    diagram of presenter & audience (pg 58)
    Being the presenter (Guides)-
    delivering the message

    • Rely on non-herbals(55%), voice/vocal (38%) and


    content/words (7%)
    • Message conveyed through the process of
    communication (93%) and 7% through content
    • How you communicate is far more important than
    what you communicate
    • What guide should do???
     Spend time on researching facts & figure to
    getting the perfect content
     Practice communication skills (voice projection,
    anchoring, characterization, working with your
    body, storytelling and improvisation
     Clothes, mannerism, gestures will form
    audience’s 1st impression
    TYPES OF NON-VERBAL COMMUNICATION
    • Facial expression
     surprise
     happiness/joy
    • Eye Contact – should be relaxed, friendly, soft &
    non-threatening
    - never use eye contact to stare down
    someone
    - encourage yourself to look around your
    entire audience
    - depend on some cultures
    • Movement, gestures & mannerisms
     can enhance your message or they can become
    painful distractions for your audience
     A few questions to ask yourself???
     Can help you to control nervousness
     +ve & -ve non-verbal expressions
    • Clothes – do a head-to-toe assessment
    • Grooming
    • Body piercing
    • Personal space
    BEING THE AUDIENCE -RECEIVING THE
    MESSAGE
    • Sensory channels to receive the message
     eyes-75%
     ears-12%
     others-13%
    • When leading tours, guides needs to:
    - make sure everyone can see what u’re talking
    about
    - Drawing people’s eyes towards an object
    - Challenging the visual by using other senses
    4.3 Ensuring effective communication
    • Minimizing the effect of communication barriers
    - can be achieved by maintaining a friendly
    patient & professional attitude
    - managing environmental conditions
    • Dispelling myth (table 4.1)
    • Being aware of cultural diversity
     Among industry colleagues (Australian society)
     Among your audience
     Language variation between cultures
     Some cultural characteristics of major inbound
    tourist groups
    • Japanese
    - Greeting with a bow, unusual to greet with a
    handshake
    - Polite to each other
    - Eyes are keep lowered (extended being
    embarrassing)
    - Enjoy degree of personal space (disrespectful if
    standing and sitting too close)
    - Use the entire hand to point something (not a
    finger)
    - Saying ‘NO’ is too abrupt /will express negative
    - Very neat and tidy standards dressing
    - Accustomed attentive service, punctual, expect
    efficient service, love shopping
    • German
    - Abrupt and precise when communicate
    - Well-groomed people
    - Stress on neat and tidy appearance
    - Expect efficient & punctual service
    - Go holiday to relax & be free from the stresses
    - Enjoy packaged tours and sightseeing

    • Koreans
    - Accept eye contact and open communication style
    (same age & younger Koreans, rude with a
    senior)
    - Limit physical contact to a handshake
    - ‘Thank You’ considered extremely important
    - Like visit popular places despite crowds, engage
    in little shopping
    - 4 is an unlucky number, never use red ink, avoid
    pointing with one fingers
     Indonesians
    - Not a touching type culture, accept handshake
    - Loud voices offensive, maintain indirect eye
    contact
    - Prolonged eye contact seen as threatening or
    disrespectful
    - Smiling is an important part
    - Personal space is very important when talking
    - Rude when talking with hand in pockets/arms
    crossed over the chest/wear sunglasses/finger
    pointing
    - Never handover/receive things/eating using left
    hand

     USA
    - Expect high level of service and friendliness
    - Promote tipping for the appropriate level of
    service
    - Practice ‘Thank You’ & ‘You’re Welcome’
    Speaking for a people from
    a non-English-speaking Background
    • Pace your talk
    • Don’t raise your voice
    • Keep information in small, neat chunks,
    understandable
    • Taking in response to the audience’s culture
    • Leave out double negative when giving
    instructions
    • Use simple, clear and direct English
    • Leave out jargon, slang and colloquialisms
    • Face people
    • Body movements
    • Preserves the dignity and self-esteem of your
    audience
    • Ensure the environment facilitates
    4.4 Listening-the pathway to
    understanding
    • What is listening? What is hearing?
    • Effective listening requires you to remain alert &
    sensitive to all elements taking place in the
    communication process
     Include tangible elements
     Include intangible elements
    • Developing skills in effective listening is very
    important to:
     Ensuring clarity
     Honoring people
     Obtain more information
     Finding out about your participant
     Getting to cores issues
     Identify needs
     Promote conversations
     Remain focused
    Principles of Effective Listening

    • Listen without interrupting


    • Remain focused on the other person
    • Engage non-verbal
    • Respect personal space & other cultural
    considerations
    • Listen with focus & empathy
    • Avoid distracting mannerism and gestures
    • Allow silences
    • Encourage conversation
    • Check track of conversation
    • Ensure conducive environment / minimal noise
    • Listen to behavior
    4.5 Working with questions
    • Questions is a great tool to:
    - Build empathy with the audience
    - Understand both the stated and implied needs
    of your audience
    • Why ask questions?
    • Types of questions:
     Closed Q
     Open Q
    • Tips to asking questions
     Simple & direct
     Asked one at a time
     Well-defined
     Reasonable & Respectful
     Relevant
     Shared

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