2. Communicatio
n Process
The process of
communication
involves a source that
uses a channel to
deliver a message to
the receiver, and this
message produces an
effect and feedback.
Element
3. SENDER IS WHERE THE
INFORMATION COMES FROM.
MESSAGE IS THE
INFORMATION RELAYED
FROM THE SOURCE TO THE
RECEIVER.
CHANNEL REFERS TO THE
TOOL THROUGH WHICH THE
MESSAGE IS RELAYED.
RECEIVER GETS THE
MESSAGE AND EXECUTES
THE EFFECT.
4. Sender is the
tour guide.
Message is the
commentary.
Channel can
be a
microphone.
Receiver is the
tourist.
Effect is the
tourist’s
reaction and
appreciation.
5. Feedback is also
relayed by the tourist to
the tour guide in the
form of formal
evaluation of the tour
guide’s performance
through feedback
forms, suggestions on
how to improve the tour
guide’s performance,
tips of gratuities, and
repeat visits.
11. 1. To inform
• the tour schedule
• where the tour group is
going
• what time
• what to wear or bring
• what to expect.
• informs the guest about the
tourist spots and places of
interest, their history, and
significance.
12. 2. Toclarify
• Tourists come from different cultural
backgrounds, and as such,
meanings, symbols, and
pronunciations may differ and affect
communication. As a tour guide,
part of his/her role is to break those
barriers and promote
understanding through clarification.
Paraphrasing and repetition are
some of the means to ensure that
the message is understood. A
bridge remark can also be used to
encourage response.
13. 3. To promote
A tour guide does not only
represent oneself but the
company and the country
as well. Promotion is
necessary to improve the
guests’ perspective and
help them
plan their next visit, and in
the process, help spread
the benefits of tourism as
well.
14. 4. To build relationships
As a tour guide, you will not only
interact with your guests. It is also
your duty to liaise with tourism
suppliers, including your
colleagues in the travel trade.
Effective communication helps
build lasting interpersonal
relationships with customers,
colleagues, and suppliers; this is
important to sustain tourism
activities.
15. 5. Toevaluatetheservice
Collecting feedback from
guests is important because
this will serve as basis for
improving services. There are
several ways to get feedback.
Aside from filling outa
feedback form, responses
may also be gathered simply
by asking questions about the
guests’ interests and whether
their expectations are met
during and after the tour.
17. Knowing the definition of communication is “not as important as knowing how
communication takes place”. The essential part of communication is how well
the message is understood and creates the intended effect. In tourism, the
ultimate intended effect is customer satisfaction. Without communicating
properly to tourists, tour guides will not be able to deliver the service well. Tour
guides need good communication skills to describe tourist attractions, remind
tourists of the tour schedule, coordinate with suppliers, and perform other duties.
Thus, it is important for tour guides to sharpen their communication skills.
19. Elementsof
theVoice
1. Volume- loudness or
softness of the sound
2. Speed- pace or
tempo of delivery
3. Articulation- accent or
pronunciation
4. Tone- quality of voice
22. 1. Listen
Listening is different from hearing.
Hearing refers to how your brain
receives the sounds that your ear
catches, while listening is the
deliberate interpretation of these
sounds into meanings.
• When your guests are talking to you give
them your full attention and stop doing other
things. Face them and maintain eye-to-eye
contact.
• Review mentally what you already know
about what the guests are talking about and
organize your thoughts accordingly so that
you can respond appropriately. Set aside
prejudices and keep an open mind to learn
from the guests.
• Nod to show that you are listening and
verbally confirm what you haveheard.
23. 2. Clarify
If you could not
understand what the
guest said, clarify by
paraphrasing what the
guest said and confirm
if your understanding
was correct.
24. 3. Beclear
Use correct language
structures, simple
sentences, and words that
are not confusing. Work on
your pronunciation and voice
projection. Ensure that your
commentaries follow a
logical sequence.
25. 4. Beconsistent
Your action should be
consistent with what you are
saying. Do not smoke when you
warn that the place is not a
place for smoking. Remove
your own shoes when you ask
the group to do so. Smile when
you are talking about blissful
things; do not smile when you
are talking about sad events.
26. 5. Be
confident
Know your tourism product by
heart and ensure the accuracy
of your commentaries. Do
your research properly prior to
the arrival of the group, and
gather information from
reliable sources. Be proud of
your own city and country, but
do not be arrogant. Do not
hesitate to apologize, but
learn from your mistakes and
shortcomings.
27. 6. Payattention
Some guests may be too
polite to say honestly what
they feel. So pay attention
to their body language and
facial expressions to
understand them better.
28. 7. Be
appropriate
Wear appropriate clothes
and apply appropriate
language and manners.
Learn about the places that
you are going to visit as
well as the cultural
background of your guests
before their arrival.
29. 8. Beopen
One of the benefits of
being a tour guide is
meeting people from
different cultural
backgrounds. Keep an
open mind and learn
them as well.
30. 9. Attend to
complaints
with care
As a tour guide, you will
also receive a number of
complaints. Here are some
tips to handle them: (1)
acknowledge what you
heard and the guests’ right
to feel and think as they
do; (2) confirm the incident;
and (3) provide feedback
on action taken.
31. PerformanceTask 2
Directions: Role-playing activity. Chose your partner. One
will play the part of Maria, the tour guide, and the other
Mario/Anne, the tourist. The volunteers will use the following
dialog.
Editor's Notes
Tour guides spend much of their time interacting with guests.
Communication skills will thus be your main tool if you want to become a tour guide and successfully
relate to your guests.
What is communication?
Explain the purpose of communication in tour guiding?
What is the importance of communication in tour guiding?
So therefore in the typical scenario.
potential disruptions around the source and receiver such
tourists may not be able to understand the tour guide well
meanings, emotional blocks like stress, and “communicators” role and stature within a group.
Tour guides should not perceive communication barriers as problem, but as “challenges” that can be surmounted.
In facing these challenges, tour guides will learn about other cultures and improve their service in the process.
Tour guides relate with the people around them to inform, to clarify, to promote, to build relationships, and to evaluate the service they provide.
It is the tour guide’s duty to inform the guests of
When tour guides speak, they apply these two forms of communication.
They use voice to provide information and convey meanings through spoken words.
They use their appearance and attitude to lead the group, serve as model, and exude
appropriateness.