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06 handling questions


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06 handling questions

  1. 1. 1 Tour Guiding Series Handling questions Dr. Nimit Chowdhary Professor Indian Institute of Tourism and Travel Management
  2. 2. 2 Tour Guiding Series Remember • People have come to enjoy! • Everybody wants guide to succeed!! • No one is perfect!
  3. 3. 3 Tour Guiding Series Questions for which guide does not have an answer! • “I don’t know” • “I’ll let you know” • “I’ll try to find that out” • “I don’t know, does anyone else knows”
  4. 4. 4 Tour Guiding Series Questions whose answers are controversial! • “That’s being debated here. Some believe…. and others believe….” • Return the question “what do you think?” • “I have a personal opinion on that….my personal opinion doesn’t matter” • Become ‘chameleons’
  5. 5. 5 Tour Guiding Series Questions that are, in guide’s view, too personal • We are generally more open to discuss anything and every thing • Try to generalize “here in (India) it is…” • Respond to in-appropriate question with a disbelieving look “Excuse me?” or “Pardon me?” • Swallow the question with a “Never mind”
  6. 6. 6 Tour Guiding Series Questions that shed an unfavorable light on the guide or some aspects of the region • Try to bring in a positive aspect “we get some many houseguests that we don’t always have time to clean up the house” • Buy time, “we’ll get back to that later”
  7. 7. 7 Tour Guiding Series Last word… • Welcome questions • Be gracious, even when the question is “difficult” • Never belittle the question as stupid or trivial • Never feel obliged to answer a personal question
  8. 8. 8 Tour Guiding Series Last word… • Acknowledge a controversial question, then move on to more positive points. • Or, buy time • Use humor when appropriate