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NHA TRANG UNIVERSITY FACULTY OF FOREIGN LANGUAGES *** Subject Outline TOUR GUIDING NHA TRANG 9/2014 SUBJECT DETAILS Subject name TOUR GUIDING Units of credit 2 Study length 15 weeks Prerequisite / Co requisite Introduction to Tourism and Management Suggested study Commitment Approximately 2 class hours per week Term 9/2014 Subject Coordinator/ Lecturer Bronnie Driscoll Nguyễn Phương Lan Contact details Email: bronniedriscoll@hotmail.com 01232014548 hoanglan65vn@gmail.com 0983729979 The subject outline contains important information. Please ensure that you read it carefully. It is also strongly recommended that you keep this copy of your subject outline for future reference. Subject aim/rationale The purpose of this course is to provide an in-depth review of theories and practices concerning conducting tours. Travel professionals nowadays are required to gain understanding into guiding, escorting and planning tours. While international best practices in strategic management are examined, travel strategies and tour operations in Viet Nam will be discussed substantially in order to enhance students’ practical capability. Subject objectives The specific objectives of this subject are to help students to: 1. Explain why people take a tour and required skills and personality to do tour related jobs; 2. Understand the skills and attributes and daily activities required of a tour guide 3. Understand the ethical responsibilities of a tour guide 4. Acquire skills and knowledge required to handle difficult interpersonal situations – both with customers and colleagues 5. Get the general knowledge you need to work as a guide Subject structure The structure of this subject for on-campus students comprises:  One 3 periods lecture per week Subject materials Lecture notes (mainly from the work book) and essential readings which are recommended in each topic are key materials for this subject. Additionally, further readings, discussion questions, exercises and problems solving will help students understand thoroughly the fundamental issues of tourism management Prescribed textbooks: 1. SUBJECT MATERIALS 2. Tourism Training, Unit THTFTG01B, Work as a guide, Trainee Workbook Proposed schedule Time Content Week 1 (4 periods) Introduction of the subject Tutorial 1: - Guiding about Tourism terms - Group formation and assignment requirements Lecture 1: Introduction to Guiding in the tourism industry(Ms. Bronnie’s) - Types of tour guides - What a Tour Conductor is - Why people choose guided tours Tutorial 2: (Presentation) Group 1: Present on what a tour guide is, types of tours, the role and responsibilities, Group 2: Present on tour managers, the tour manager’s personality, employers of tour managers Compile a list of what you think a Tour Guide actually does in their day – to day work activities Group 3: Present on the plus side and the minus side of a tour guide Week 2 (4 periods) Lecture 2: What is tour conducting?(Ms. Bronnie’s) Tutorial 3: Group 4: Building up a professional working manner (Self-Preparation, Service mind, Standard for professional working manner) Group 5: Tour manager’s responsibilities Characteristics of a good tour guide Week 3 (4 periods) Lecture 3: TG job - preparation for guiding the tour (Ms. Bronnie’s) lecture 4: (Ms. Bronnie’s) Tour Management and Problem Solving Week 4 (4 periods) Practices & Tests (tour simulation): Practices & Tests(tour simulation): Week 5 (4 periods) Fieldtrip: DAKLAK tour Week 6 (4 periods) Practices & Tests(tour simulation): Practices & Tests(tour simulation): Week 7 & 8 (4 periods) Major Group Assignment: Field Work Assignment due: Week 8 Week 8 (2 periods) Revision Assessment Assessment for the subject will be on the basis of: Contribution Assessment points 10% Attendance 10% Class activities (Tutorial discussion leading and presentation) Workbook – Handed in Week 8 10% Fieldtrip participation & attendance 20% Practices & Tests 50% Final written exam 30% Major Group Assignment 20% - Due Week 8 Your Work All assignments are required to be either written on the handouts provided or typed on word 2003/2007, font Times New Roman, size 13 with 1.5 line spacing. If emailed, the email subject must be clear and attached documents must have a file name which includes your name, class code and assignment title. Assignments submitted after the due date will be subject to lost marks Absences Absences from this class are generally not accepted for any reason. However, a student who has concerns about absences from this class should discuss them with the Dean and your teacher. Late Policy The class begins at the scheduled time. If you arrive more than 10 minutes late you will be marked absent (See grading below for how absences affect your make) Please make it a habit it be on time. Late students disrupt the class and you miss valuable information. ASSIGNMENTS & PRESENTATIONS WEEK 1 Each Group to make a 10 minute presentation, as follows; Group 1: Present on what a tour guide is, types of tours, the role and responsibilities, Group 2: Present on tour managers, the tour manager’s personality, employers of tour managers Compile a list of what you think a Tour Guide actually does in their day – to day work activities Group 3: Present on the plus side and the minus side of a tour guide WEEK 2 Each Group to make a 10 minute presentation, as follows; Group 4: Building up a professional working manner (Self-Preparation, Service mind, Standard for professional working manner) Group 5: Tour manager’s responsibilities Characteristics of a good tour guide WEEK 4 Practice & Tests (Tour Simulation) Each Group will prepare and present a 20 minute simulated tour guide commentary from the perspective of one of the following; 1. City guide 2. Cultural Tour Guide 3. Onsite Tour Guide Requirements: a. The commentary will be of somewhere in Viet Nam b. PowerPoint presentation must have pictures only, that is NO Words WEEK 5 DAKLAK Tour: NB. For the purposes of the assignment Groups 1 – 5 K53TADL2, will become groups 6-10 Commentaries will be 5-10 minutes each and will be presented prior to reaching the destination Supporting written documentation of each assigned activity must be provided Group 1: Provide a detailed itinerary commentary of the tour Group 2: Present a commentary overview of the tour to visitors Group 3: Provide a concise, “Tips for Visitors to Vietnam” commentary Group 4: Explain the importance of Nga 6 Buon Ma Thuot Group 5: Deliver a commentary on Daklak Museum Group 6: Provide information of the uniqueness of the M'nong peoples Group 7 Explain the advantages of the architecture of a Long House Group 8: Provide information of the history of the Khai Doan pagoda Group 9: Return trip to Nha Trang – share information of the different foods of Viet Nam Group 10: Develop and manage activities for the return trip to Nha Trang City WEEK 8 Each group will be given a map of Nha trang City, on the map you must draw the route of your allocated bus service and prepare a written tour commentary of the route, highlighting (at least 4) places of interest on the route. CONTENT Range Statement This subject applies to guides working in all sectors of the tourism industry. The following lists and statements identify how this unit may be applied in different workplaces, sectors and circumstances. General and specific ethical considerations may include: • truth and honesty regarding all information given to customers • provision of services as promoted • ethical dealings with local communities • relationships with industry colleagues, customers and suppliers • cultural considerations • environmental considerations and sustainable practice. Opportunities to update knowledge and skills and key guide information sources may include: • industry seminars • training courses • familiarization tours • participation/membership in professional guide associations • formal and informal research • Internet research. Tourism operators may be: • coach company • tour operator • cruise operators • airlines • accommodation provider • food and beverage outlet • attraction or theme park • inbound tour operators • other guides. Social, cultural and business requirements may relate to: • body language • cultural customs and mores. Industry acceptable language refers to commonly-used industry terminology and commonly used English Lecture 1 Introduction  Define terms commonly used in the tourism industry  Explain why people take a tour  Identify for whom tour guides and tour operators generally work  Appraise the attraction of tour conducting as a career  One out of every person in the United States, who takes a trip of five days or longer, does so through an organised tour.  Group Travel is more popular abroad.  Increasing 15% annually.  With aging populations this will also increase  The range and type of “Tours” have expanded As a Guide students might be involved in full or part time employment or may work as a freelance contractor. In any case, it is important for students to know who you are working for. It is equally important that they understand the relationships between the tourism businesses that employ or contract them and other tourism businesses. There are many businesses involved in getting the tourist from their home to their destination, especially if they are international tourists. TOURIST GUIDES accompany visitors on local tours and services and guide within a specific country, region, area, city or site. They provide special information on matters relating to such things as history archaeology, monuments and works of art; the environment, culture, natural and built attractions, places of interest and any general matter of interest to the visitor. The Guide’s main role is to interpret and deliver localised information in the language of the visitor whilst providing a range of services which may include offering arrival and departure assistance at the destination and co- ordinating pre-arranged touring details. Tour guides may recommend products and sell optional tours to the visitor and may receive commissions on any sales generated. Common titles applied to Guides include: � Tourist or Tour Guide � Site Guide � Interpretative Guide � Walking Guide � Outdoor Recreation Guide � Museum Guide � Heritage Guide � Cultural Guide � Nature Based Guide � Driver Guide � Specialist Guide (any range of specialist knowledge may apply)  Group Discussion Positive (the plus side) Negative (the minus side) Why people choose guided tours: � peace of mind � freedom from decision-making � saving time and money � company of other people � fear of the unknown � desire to gain knowledge � guide services and attention � assistance with local information - shopping, transportation, attractions Lecture 2 Roles & responsibilities of a Tour Guide  Understand the skills and attributes and daily activities required of a tour guide  Understand the concept of a Position Description as it relates to a Tour Guide  Understand the Ethical responsibilities of a Tour Guide  Pair Work: List the personal qualities you feel are important to work as a Guide. Answers should include the following: Professional appearance The first impression is a lasting impression. A guide should be suitably dressed, well groomed, in good health and possess good body hygiene. Outgoing personality This list is extensive and includes features such as being friendly, happy, welcoming, positive, polite, approachable, entertaining, spontaneous, gracious, willing to please, kind, charming, genuine and natural, energetic, easy going, and having a sense of humour. Communication skills This includes positive body language, good voice technique, listening skills and questioning techniques. Leadership skills These skills require a Guide to be patient, tolerant, diplomatic, unbiased, responsive, assertive, decisive, tactful, empathetic, instinctive, perceptive, responsible and ethical. Organisational skills This includes being organised, flexible, punctual, reliable, practical and knowledgeable, and possessing a good memory. A Guide should also be professional at all times, have pride in oneself and country and most of all display enthusiasm. You must love your work and want to share what you love. This is the difference between an average Guide and a great Guide. Types of guides � site guide, interpreter � city guide, local guide � business or industry guide � volunteer � driver/guide � tour manager (escorting extended tours) The work of a Guide is vastly misunderstood. To begin with, most people are surprised to learn what a Guide really does, and that travel itself is not always involved in a Guide’s work. The term Guide is also often misused. Generally it refers to someone employed to lead local sightseeing at a particular place or city. A Guide who escorts an extended tour is usually referred to as a tour manager. But depending on where they are working they may be called a tour guide, tour escort, tour leader, tour director, tour conductor, trip director and even a courier. Discuss the following Tour Guide Job Description Job descriptions are written statements that describe the: duties, responsibilities, most important contributions and outcomes needed from a position, required qualifications of candidates, and reporting relationship and co-workers of a particular job Activity List the most important attributes for the position of Tour Attendant and Cook as well as what would be the required qualifications of candidates [...]... guiding skills, A guide should adopt different methods of introduction in accordance with the categories of attractions visited, the situation on the spot and tourists’ education and their travel purposes A tour guide should always keep in the mind the following basic requirements in his introduction The Method of Section-by-section Introduction This method requires that the whole scenic spot be divided... – to day work activities Answers should include               Accompany them to hotels & activities scheduled during the tour Meet their clients at the airport Manage meals & transportation throughout the tour Assign rooms Deal with luggage Explain the itinerary and schedule Provide information about the areas visited Lead activities specific to the tour Handle health emergencies Manage... could introduce them one by one First of all, a brief survey on the scenic spot should be made on the way or at the entrance, including its history, area, and the name of its main scenic spots, through which the tourists could have a preliminary impression on the scenic spot that they will visit However, a tour guide should not introduce too much about the next scenic spot when he introduces the present... events and myths, by which they can better understand on-the-spot landscape The Method of Introduction Spurred by Beautiful Scenery This method shifts the concern of tourists from the present sight to other scenes The tour guide should not restrict his introduction on the present scene The Method of Description Introduction This method is used to describe a scenic spot with concrete, vivid and elaborate... may ignore The Method of Introduction with Focus On Key Events This method is to emphasize some aspect of the scenic spot instead of focusing on every aspect of a specific matter or incident The Method of Explanatory Introduction This method is inclined to help tourists understand some vague points of the scenic spots with plain words It is applied when a tour guide introduces the historical interests... spot that tourists may fail to comprehend The Method of Question-and-Answer Introduction It is a method of introduction by a tour guide to ask tourists questions or to encourage them to put forward questions about the scenic spot Lecture 4 Tour management & Handing Problems Besides providing information for the tourists during the tour, the tour escort is also a tour leader who manages the tour program... Tourism and hospitality Industry Lecture 3 Preparation for guiding a tour Basic requirements of a tourism attraction  Attractions which can be site itself or an event  Amenities or facilities like accommodation, food, local, transportation, communication and entertainment at the site  Accessibility  Peace and order  Characteristics of Tourism             Product is not brought to the... visit However, a tour guide should not introduce too much about the next scenic spot when he introduces the present one The Method of Suspension- Introduction This method tends to excite tourists’ curiosity and thirst for knowledge by suspending the introduction suddenly when a tour guide explains the key point of a scenic spot It turns out to be one of the most effective ways to catch the tourists’ attention,... could help them find the way out and resolve the riddle The Method of Introduction with Quotations This method is used to give an account of a scenic spot by quoting proverbs, mottos, slangs, legends, folk tales or remarks of celebrities, so as to acquire the effect of vividness, conciseness and comprehensiveness in his introduction The Method of Combination of Factual Information and Abstract Reasoning... the tour smelling of alcohol During the following days he became progressively disorientated and it was obvious to the guide and the other tour members that he was drinking excessively On the third day the guide saw him drinking on the coach How could this situation be handled? Lecture 5 1 Legal & Safety Considerations 2 Updating Guide Knowledge & more 3 Communicating with industry operators There are . mores. Industry acceptable language refers to commonly-used industry terminology and commonly used English Lecture 1 Introduction  Define terms commonly used in the tourism industry . schedule Time Content Week 1 (4 periods) Introduction of the subject Tutorial 1: - Guiding about Tourism terms - Group formation and assignment requirements Lecture 1: Introduction. scheduled during the tour  Meet their clients at the airport  Manage meals & transportation throughout the tour  Assign rooms  Deal with luggage  Explain the itinerary and schedule