Cultural
What is Culture
The ideas, customs, and social behaviors of a group of people.
What are traits of a tour guide?
time management, courteous, listening skills, emotional intelligence, openness, consistency, confidence, social and emotional intelligence, integrity, cooperation, curiosity
(correct answer should list at least 4 traits)
A good technique to prevent difficult situations with tourists. P: preparing tourist expectations, I: Interacting with tourists, C: providing choice to tourists, K: giving tourists knowledge that is true, L: local tours should be authentic and interactive, E: evoke sincerity and history to connect people with experience, S: summarize, what did the tourists like, what they are still curious about? what is the acronym?
PICKLES
what is the meaning of: the silver lining
finding the good/positive side of whatever situation i is happening.
Tact
the use of diplomacy to convey information in a sensitive manner.
the 4 components of cultural competence model include: a_____ness, knowledge, sensitivity, and skills(competence).
awareness
What are 3 examples of what a tour guide should not do?
Show up late, ignoring tourists, falling asleep on the bus, not being prepared, not offering to help, taking selfies and wandering off.
(correct answer: should list any possible bad situation)
name 2 ways of De-escalation (a process that involves to listen and usually 5 steps to manage an upset tourist)...
It involves 5 key steps: 1) actively listen, 2) acknowledge, 3) repeat (paraphrase) to convey understanding, 4) find a solution, and 5) follow up to rebuild rapport and end on a positive note.
what is the meaning of: when pigs fly
an expression that demonstrates how rare or improbable/unlikely something taking place would be.
Paraphrase
The ability to repeat information received using your own words.
describe the Cultural Iceberg?
the cultural iceberg is a visual representation of the cultural behaviors we have on the surface, and the cultural values we keep internally.
examples of surface culture: fashion, holidays, food
examples of deep culture(internal): how we think, how we approach work/friends/family
What are 3 ways for a tour guide to prepare for tours?
Talk and listen to experts, other guides, managers, and tourist feedback, read (online or travel guides), field research (site visits, experience as a tourist), watch the news and be aware of current events.
list at least 5 item found in an emergency kit
emergency contact number, bandaids, wound cleaner, scissors, tweezers, safety pins, ice pack, gloves, emergency blanket, reflective tape, batteries, gauze
what is the meaning of pipe down, and when would you use it? Is this a formal phrase or not?
Disengaged
to no longer be actively interested in something and to separate yourself from the events.
What are Unconscious Bias Flaws?
Misunderstandings, that can result from assuming behaviors mean specific values. These happen when we use past experiences and apply them to a whole group.
Name four professionalism related characteristics
communication, consistency, strong work ethic, goal-driven, organized, innovative, thoughtful, competence
CALL for help 112 and MCK office management.
Explain: Time Markers, why do we use them in tour management or in public speaking?
they give people, a chance to understand the scope of your discussion. This let's them know when you are starting and stopping and helps retain attention. This is part of Tour management and can also be used with public speaking.
Motion Sickness
when someone feels badly due to motion while seated in a vehicle.
The process to engage in for C----cal thinking includes:
1)Understand the situation
2) Question and explore options
3)Consider resources and limitiations
4) Propose solutions and test alternatives.
Critical thinking
Tour guides use cultural competence to...
understand their guests/tourists, to connect behavior and believes, to adapt their thinking and reduce misunderstandings.
De-escalation is a 5 step process that involves...
It involves 5 key steps: 1) actively listen, 2) acknowledge, 3) repeat (paraphrase) to convey understanding, 4) find a solution, and 5) follow up to rebuild rapport and end on a positive note.
Explain at least 4 skills of Tour Management
Establishing presence, posture, affirmative hand/body movements, eye contact, time markers, tone of voice, leadership, intentional actions
De-escalation is
A good technique to find solution, calm tourist and rebuild relationship and trust when a tourist or customer is angry.