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Enriching the Experience
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Table of Contents
1. Guiding: An Interpretive Approach
The guiding environment
An interpretive approach to guiding
A tourism industry overview
Types of tours
2. The Guide
Tourist Guides – a group of skilled professionals
Where do Guides work?
The roles of a Guide
3. Your Audience
Getting to know your audience
Principles of conducting a tour
How do you find out about your audience?
Building a relationship with your audience
4. Effective Communication
The communication process
Factors affecting effective communication
Ensuring effective communication
Listening – the pathway to understanding
Working with questions
5. Presenting Tour Activities
Effective presentation techniques
Working with microphones
Managing the nervous twitch
Adding strength and colour to the voice
6. Planning and Developing Tour Activities
Tour structures and tour stages
Planning and designing the tour
Conducting the tour
Evaluating the tour
OH&S, risk management and liabilities
Tours as a learning experience
Perception layering
Creative thinking
7. Your Tour Commentary
What is a commentary?
Structure of your commentary
Building your commentary
Enriching your commentary
8. Working with Tour Groups
Engaging in conversation and remembering people’s names
Ensuring customer satisfaction through high quality customer service
Managing difficult situations
Assertive behaviour in more detail
What to do when things go awry
9. Extended Tours
What are extended tours?
Being a tour manager
Working with coaches and buses
Stages of an extended tour
What could go wrong on extended tours?
10. Working with Stories
What are stories?
Why do we work with stories?
Structure of a story
Telling the story
Storyforms
Character interpretation – telling a story in character
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