TURG MOD 3-4

an effective communicator with a language of its own.

Body Language

shows much about a person’s self-esteem, health and level of interest in his surroundings

Posture

 one of the most important speaking techniques

Eye Contact

speaker’s most important asset.

Voice

The voice has several characteristics which include?

pitch, resonance and volume

high or low quality of the voice. It is the musical position of speech sound.

Pitch

the resounding quality of the voice.

Resonance

the melody of speech. It is a personal quality that often reveals a speaker’s

geographic background, personality, and enthusiasm.

Intonation

the process of producing clear and distinct sounds.

Articulation

use of basic words appropriately and not amazing people with

high sounding words

Vocabulary

the sound a person gives to words.

Pronunciation

 speaking vary from one language to another, from one region to another within a language and from one situation to another.

Rate of Speaking

Common Annoying Habits of Speakers

➢ Playing with hair, jewelry, or clothing;

➢ Persistent “um’s” and “ah’s”;

➢ Jerky eye movement; and

➢ Overuse of slang or colloquialisms; overuse of expressions such as “you know”, and “like” or superlatives like “incredible”.

DOs and DON’Ts of Tour Guiding

1. Avoid Guesswork and Propaganda
2. Avoid Memorizing Commentaries

3. Be Honest and Sincere

4. Be Positive and Patriotic

5. Be Sensitive in the Operating Environment

6. Encourage Responsible and Sensitive Behavior from the Clients

7. Establish Rapport with Clients

8. Establish Rapport with Suppliers

9.Make Choices

10. Never Insinuate or Ask for Tips

• Check and update all information all the time.
  
  

• Never discuss religion or politics.
  
  

• Be neutral in discussions.
  
  

• Never use the words “I think,” “I guess,” or “probably.” Instead, say:
  
  

  • “I do not know, but I will find out.”

Avoid Guesswork and propaganda

• Develop enthusiasm for study and research.
  
  

• Know important information and data by heart.
  
  

• Select materials carefully (interesting, unusual, amusing, appropriate).
  
  

Adapt the level of commentaries to the clients’ level.

Avoid memorizing commentaries

• If you do not know, say so (guesswork is easily detected).
  
  

• Encourage trust and confidence.
  
  

• Show genuine interest in people.

Be honest and sincere

• Emphasize the positive aspects of the commentaries.
  
  

• If you have a negative commentary to make, be tactful.
  
  

• Let your love of country and people show in your words and deeds.

Be positive and patriotic

• Properly react to the unusual.
  
  

• Be ready for the unforeseen.
  
  

Decide on the spot, explain later.

Be sensitive in the operating environment

• Respect local sensitivities.
  
  

• Behave with consideration of others.
  
  

• Obey rules that protect the physical and social environment.

 Encourage Responsible and Sensitive Behavior from the Clients

• Use your people skills to elicit cooperation from the suppliers.
  
  

• Seek grounds of concern with your suppliers for the common good.
  
  

• Show genuine friendship with the suppliers’ staff.

Establish Rapport with Suppliers

• Use the skills learned to interest and entertain.
  
  

• Seek common ground.
  
  

• Show genuine interest in people.

Establish Rapport with Clients

• Keep the general welfare in mind.
  
  

• Follow the majority rule.
  
  

Remember you cannot please everybody.

Make Choices

• A tip earned is a tip given.
  
  

• Understand that some nationalities are not accustomed to giving tips.
  
  

• A good, knowledgeable, skilled, and professional tour guide will always earn a tip.

Never Insinuate or Ask for Tips

Ten Commandments of Tour Guiding

1. Smile

2. Dress properly

3. Be patient

4. Be ready

5. Be friendly and courteous

6. Be calm and positive

7. Be prepared

8. Study your people

9. Protect other suppliers

10. Be understanding, but firm