Part 1
The journey starts here – Using self-awareness a...
Part 2
Tour guide essentials - Mastering the fundamentals...
Part 3
Advanced tour guiding skills - Taking your skills ...
Part 4
The expert tour guide - How experienced guides lea...
Part 5
Dealing with difficult situations - Facing off to ...
Introduction
This course provides you with practical advice and expertise that will help you develop your guiding skills, so you can excel in leading tours and in getting rave reviews. Starting with pre-course planning and skills assessments to the most advanced levels of guiding skills and dealing with difficult situations, and hence saving you a lot of time and effort in the process.
Target Audience
Tour guides, educators, and tour and activity operators delivering experiences in:
Museums, Cultural sites, Historic sites, City tours, Bus tours, Nature walks, Zoos, Safaris, Wildlife Parks, Aquariums, Nature Reserves and more
Accreditation
Participants will receive a Level 2 Accredited Certificate upon the successful completion of all tasks and assessments of the Tour Guide Development Program. Certificate is accredited by ncfe, a leading British awarding organization
Key Learning Areas
Using self-awareness as your springboard to excellence
Mastering the fundamentals
Taking your skills to the next level
How experienced guides lead tours
Dealing with difficult situations and facing off to the challenges
Here is what you will learn in this course
How to create a baseline
How to analyze feedback and develop and execute your plan for personal growth
How to engage your guests
How to assess guest satisfaction levels during tour
How to end your tour on a high note
How to communicate effectively with guests
How to earn credibility and inspire confidence before tour start
How to encourage guest participation
How to tailor the experience according to guests’ needs
How to deal with difficult situations
How to deal with the commission issue
Course Curriculum
The journey starts here – Using self-awareness as your springboard to excellence
The need for a baseline
Assessment of People skills
Assessment of Technical skills
Assessing of Product Knowledge
Analyzing Feedback
Developing and executing your plan
Tour guide essentials - Mastering the fundamentals
The importance of having in-depth knowledge of your tour
Why pre-tour planning is essential to delivering a great tour
How confidence will boost your communication skills
Delivering a strong opening is key to an enjoyable journey
Techniques to engage your guests and keep them that way
Handling questions from guests in a professional manner
Using microphones proficiently
Assessing guest satisfaction levels during tour
Adding last minute value to your tour
Ending on a high note
Advanced tour guiding skills - Taking your skills to the next level
The 10 Commandments of Effective Communication
Satisfying basics needs first
Earning credibility and inspire confidence before tour start
The art of group management
Useful techniques to handle guests of different cultures
8 tips to enhance your social skills
Starting tour on time
Engaging guests by showing not telling
3 techniques to encourage guest participation
4 simple actions to deliver outstanding service
The expert tour guide - How experienced guides lead tours
Benefits of being an early bird
Simple techniques to achieve high competency levels
Being the leader when leading tours
Using conversation starters to connect with guests
How active listening will help you learn more about your guests
Tailoring the experience according to guests’ needs
Anticipating and catering to demands before they even arise
How taking quick action saves the day
A systematic approach to handling angry guests Learning from mistakes
Dealing with difficult situations - Facing off to the challenges
Dealing with medical emergencies
Dealing with late guests
Dealing with uninvited people
Dealing with children on tour
Dealing with guests who do not speak the language
Dealing with a talkative guest
Dealing with angry guests
Dealing with “Know it all” guests
Dealing with complaints
Dealing with disrespectful guests
Dealing with inappropriate behaviors
Handling the commission issue
