The image of a tour guide is the external representation of the tour guide in the tour guide service that matches its occupation, that is, the appearance, appearance, manners, etiquette and politeness of the tour guide. The quality of tour guides is implicit, and the image of tour guides is external. A qualified tour guide should be the perfect combination of excellent quality and good professional image. This is because tour guides are the first people that tourists meet at tourist destinations. Tourists, especially foreign tourists, are used to judging tour guides by their clothes, manners and manners because it is not the first time to know them. Therefore, the image of the tour guide will leave a deep impression on the tourists from the beginning, and will have an impact on the subsequent tourism activities.
First, appearance and appearance
Appearance Appearance is a person's appearance. Generally speaking, it includes a person's appearance, clothes and so on. In the tour guide service, gfd is a factor that can't be ignored, because a good gfd can give tourists a good first impression and help them win their trust and cooperation. Tour guides pay attention to gfd, which is not only a respect for tourists, but also a respect for themselves, and it is also a requirement of work. Generally speaking, the gfd of tour guides should meet the following requirements:
(1) Clothing requirements
Clothing, on the one hand, reflects the culture, customs and living habits of a country, region and nation, on the other hand, it also shows a person's temperament, hobbies, cultural accomplishment and spiritual outlook. In the process of tourism activities, the tour guide itself is also the aesthetic object of tourists, and its clothing is also a part of tourists' aesthetics. In the 1970s, Dr. Mary Bean, a professor of psychology at the University of Los Angeles in the United States, came to the conclusion that the impression each of us gives each other depends on our appearance, 38% on our voice, and 7% on the actual content and background information of the conversation, which shows the importance of clothing.
1. Basic principles of dress
Generally speaking, the dress of tour guides should be neat, generous and decent, and keep in mind and strictly abide by the TPO principle, that is, the time, place and occasion should be considered in dress. Among them, the letters T, P and O are abbreviations of English words: time, place and occasion. According to this principle, when choosing clothes and styles, tour guides should try their best to coordinate with the time, place and occasion of dressing, so as to better match harmoniously.
In terms of time, there are four seasons alternating in spring, summer, autumn and winter, and there are 24 hours of changes in a day, so the categories and styles of clothes should change at different times. For example, winter clothes should be worn to keep warm and keep out the cold, and summer clothes should be breathable, sweat-absorbent and cool; Clothes worn during the day need to face tourists. They should fit tightly and be worn casually at night.
In terms of location, staying indoors or outdoors, staying in urban areas or rural areas, staying at home or abroad, the style of dress in these different locations should be different and must not be static. For example, when traveling with a group to a mountainous area, you should wear light clothes instead of heavy clothes; When traveling in the countryside, you can wear simple clothes, but you can't wear vests or miniskirts.
On some occasions, clothes should be in harmony with the occasion. For example, to attend a formal banquet, you should dress solemnly; It is not advisable to wear casual clothes, men should wear suits or tunic suits, and women should wear traditional cheongsam from China or western long skirts and evening dresses; When listening to a concert or watching a ballet, you should wear a formal suit as usual.
Second, the basic requirements of dress
(1) is in harmony with age. Generally speaking, older people like to wear dark clothes to show their maturity and stability, while young people prefer bright colors to show their youthful vitality. Most of the tour guides are young people, and the colors of clothes should be simple, elegant, fresh and natural.
(2) Be in harmony with your body shape. People's body shapes vary from person to person, and are generally divided into stout, tall and thin or standard. In addition to the standard type, the other two types of people should foster strengths and avoid weaknesses in clothing. Therefore, if the tour guide is short and fat, his clothes should give people a feeling of being tall as far as possible from the perspective, that is, wearing a coat with vertical stripes, not wearing clothes with squares, and the contrast between upper and lower clothes should not be too big, using the same color or similar color. If you are tall and thin, wear those fatter clothes, such as a patterned or striped coat or a plaid coat, so that people will not look too thin.
(3) Match your occupation. A tour guide is the image ambassador of a tourist destination and should give visitors a fresh, natural and elegant impression. Generally speaking, they should not wear bright or weird clothes, so as not to give tourists an unconscious feeling, nor should they wear clothes with too dim colors, so as not to give tourists a feeling of being too serious and inaccessible.
(4) Coordinate with social environment. Different clothes contain different information content. Although the dress of the tour guide can be casual at ordinary times, it must be consistent with the atmosphere at that time under certain circumstances. For example, don't dress too casually in solemn occasions, don't dress too ceremoniously in casual occasions, don't dress too prim when celebrating, and don't dress too fancy in sad occasions.
In short, the dress of tour guides should be neat, washed and changed frequently, especially the neckline of shirts should be kept clean, socks should be changed frequently, and there should be no odor. Second, we should coordinate. Shirts, trousers, shoes and even hats and scarves should be in harmony in color and texture, and clothing should be commensurate with the figure. Third, you should be graceful, and your clothing style should conform to your own cultural background. Because different styles, lines and structures of clothing will combine to form different styles, and styles are related to people's temperament and reflected in certain manners. Fourth, it is necessary to facilitate work. In addition to watches, tie clips, necklaces, rings and other necessary accessories, male tour guides are not allowed to wear collarless sweatshirts, shorts and barefoot sandals; Female tour guides should not wear earrings, bracelets and other accessories to avoid being judged by the word "too".
Clothing and dressing.
Steady, natural and generous. When walking, keep your upper body upright, don't bow your head, swing your arms back and forth naturally, relax your shoulders, and walk moderately and evenly. When walking sideways, observe the tourists while explaining, and turn around to see if the tourists keep up if necessary. When walking, don't bend over, tilt your shoulders, swing from side to side, and don't put your hands in your trouser pockets and rub your feet on the ground.
(4) Squat posture
1. Squat requirements
Squat posture is a posture when people's body is low to pick up, pick up or sort things out. Usually people are used to bending down to pick up things in the ground, but this is very unsightly for tour guides. Therefore, when the tour guide needs to take things from a lower place, or pick up things that have fallen underground, or tie his own shoelaces, or arrange things in a lower place, he should keep his posture natural, graceful and elegant when squatting, and don't hide anything.
The correct squatting posture should be: if you take something with your right hand, you can go to the left of the thing first, and then squat down after your right foot retreats half a step. Keep your back straight, and your hips must be crouched down to avoid bending over your hips. A man's legs can leave a proper gap, and a woman's legs should be tight. Pay more attention when wearing cheongsam or short skirt to avoid embarrassment.
2. Precautions when squatting
(l) Don't squat down suddenly. When squatting, don't be too fast, so as not to lose the balance of gravity and fall.
(2) Don't get too close to people. Keep a certain distance from the people around you when squatting. When squatting with others at the same time, you should not ignore the distance between the two sides to prevent "head-on collision" or other misunderstandings.
(3) Don't misunderstand. When squatting next to others, you are facing others sideways. It is usually impolite to squat in front of others or with your back to others.
(4) Don't be naked. In front of the public, especially ladies in skirts, we must avoid nakedness, especially preventing thighs from spreading (squatting posture).
(5) Don't squat on a stool or chair. Some people have the habit of squatting on stools or chairs, but it is unacceptable to do so in public.
When a tour guide squats, he should not only avoid the posture of bending over his hips, but also avoid the unsightly squatting posture of squatting with his legs parallel, and avoid the underwear exposure when squatting, especially for women wearing skirts.
(5) Expression
Expression refers to a person's facial posture, which is the external embodiment of people's thoughts and feelings. Tour guides should learn to use expressions when conducting tour guide services, and give visitors a warm, sincere, patient and thoughtful feeling through expressions. Tour guides should always smile, and smiling is an important indicator to measure the service quality of tour guides. If the tour guide's facial expression is cold and numb, even if the explanation is rich and the service skills are skilled, it is difficult to get high praise from tourists. A kind smile will make people feel amiable and approachable. Smiling service is not only the need of customer service, but also the means of making friends. A measured smile, coupled with elegant manners, will play an immeasurable positive role in expressing your opinions and winning the cooperation of others. Therefore, tour guides should learn to "smile", always smile at tourists and provide smiling services for tourists.
In a word, speech and manners reflect a person's moral character, personality temperament, sentiment cultivation and attitude towards life in a certain sense. Tour guides should strive to improve their cultural quality, develop good manners in daily practice, make their manners and expressions give tourists a feeling of vitality, spirit, elegance and courtesy, and win the trust of tourists with elegant manners.
Third, politeness and etiquette.
Politeness is an act of mutual respect and friendship between people in contact and communication, which embodies the fashion of the times and people's moral quality, and reflects people's cultural level and civilization. Etiquette is a common form in daily life, especially in communication occasions, when people greet each other, pay tribute, wish, condolence and give necessary help and care. The core of politeness is to respect people. Paying attention to manners and etiquette is the expression of social civilization and the requirement of society for every citizen. The work of tour guides is a window post in the tourism service industry, so they should set an example and pay attention to etiquette. In the communication with tourists and staff of relevant reception units, tour guides pay attention to the correct use of politeness, etiquette and social etiquette, which is not only conducive to the development of tour guide services, but also easy to win the goodwill and trust of tourists and staff of relevant reception units.
(1) Meeting etiquette
Meeting etiquette includes introduction and self-introduction, shaking hands, hugging, bowing, crossing hands and exchanging business cards.
1.
Introduction and self-introduction are the beginning of people's communication. When introducing yourself, you should clearly state your name and company, and avoid being shy or boasting; When introducing others, we should pay attention to introducing men to women first, people with low status to people with high status first, young people to elders first, and hosts to guests first. Be enthusiastic when introducing, and grasp the discretion.
shake hands; handshake (n.)
Handshaking is a common form of meeting etiquette, and it is also a sign language for the two sides to exchange information in communication occasions. It is a silent action language. Usually, the meaning of shaking hands includes: welcome when meeting for the first time; Say goodbye when you say goodbye; Congratulations to the winners; Show understanding for losers; Express gratitude to the supporters; Encourage those who are not confident and so on.
When shaking hands, stand at attention, lean forward slightly and look at each other with a smile. If the other person is an elder or a person with high status, you should say hello first, and then you can shake hands to show your respect. When men and women shake hands, they usually wait for the woman to reach out first; Between the host and the guest, the host should first extend his hand to the guest to welcome him; Between the elders and the younger generation, the younger generation should wait for the elders to reach out first to show their admiration; Between the superior and the subordinate, the subordinate should wait for the superior to reach out and show respect first. Shake hands with your right hand. When shaking hands, smile, look at each other, don't look at others, don't pat each other on the shoulder when shaking hands, and don't wipe your palm with a handkerchief or paper towel after shaking hands. Men should take off their gloves and hats before shaking hands, and women can wear gauze gloves.
The strength, posture and time of shaking hands can often express different manners and attitudes, reveal one's own personality and leave different impressions on others. You can also get to know each other's personality by shaking hands, thus winning the initiative of communication. Helen Keller, an American blind and deaf woman writer, once wrote: "Hands can keep people away; It can also be full of sunshine, which makes you feel very warm ... "Shake hands well, too lightly, and the other person will think you are perfunctory; It is too heavy. Instead of feeling your enthusiasm, people will think you are a redneck. Especially ladies, don't pass your hands limply, as if you are too lazy to shake them. If they want to shake hands, they should shake hands generously. The appropriate time for shaking hands is 1 ~ 3 seconds. Don't hold other people's hands all the time. Shake hands with important people, men shake hands with women, and the time is about 1 second. If you want to show your sincerity and enthusiasm, you can also shake hands for a long time and shake them up and down a few times.
There are eight taboos in handshake etiquette:
(1) Don't shake hands with your left hand, especially when dealing with Arabs and Indians, because in their view, your left hand is unclean.
(2) When communicating with Christians, they avoid the shape of the cross when shaking hands with the other two, which is very unlucky. This shape is similar to the cross.
(3) Don't wear gloves or sunglasses when shaking hands. Only ladies wearing tulle gloves are allowed to shake hands in social situations.
(4) Don't put your other hand in your pocket when shaking hands.
(5) When shaking hands, don't be expressionless, silent or wordy, bow and scrape, and be too polite.
(6) When shaking hands, don't just hold each other's fingertips, as if to keep a distance from each other. The correct way is to hold it in the palm of your hand. Even for the opposite sex.
(7) Don't pull the other person's hand, push it, or shake it up and down.
(8) Don't refuse to shake hands with others. Even if there are stains or sweat stains on your hands, you should say "I'm sorry, my hands are inconvenient now" to avoid unnecessary misunderstanding.
According to the requirements of the above regulations, tour guides can shake hands to welcome tourists at airports (stations and docks), but they don't have to use force, just shake them a little; When shaking hands with elderly or high-ranking tourists, you should lean forward or take a small step forward to show respect; For overseas tourists and friendly people who support and understand the tour guide during the service, you can increase the number of handshakes, appropriately extend the handshake time, or hold each other's hands with both hands and say something of thanks; When seeing tourists off, the tour guide should smile and shake hands with them, hold their hands properly and say some wishes.
hug
Hugging is a common way of meeting in Europe, America, Russia and Arab countries to show intimacy. During the hug ceremony, we should pay attention to the following four points:
(1) specific practices. The most common practice of hugging ceremony is: when two people approach, first raise their right arms, put their right hands on each other's left shoulders, then hug left and right, and finally hug each other's left side.
(2) specific areas. Generally speaking, hugs are very popular in western countries. Hugging ceremonies are also quite common in many countries in Central and Eastern Europe, Arab countries, Oceania countries, Africa and Latin America. However, in East and Southeast Asian countries, people do not agree with this.
(3) Specific occasions. Hugging is the most common in celebrations, ceremonies, welcome and other grand occasions, especially in government activities. Hugging is optional in private social and leisure occasions. On some special occasions, such as negotiation, review, and awarding of honours. Most people don't have to hug.
(4) specific personnel. In Europe, America and Australia, hugs can be used between men, women and children. In most countries in Asia and Africa, especially Arab countries, hugging is only applicable to the same sex, and hugging the opposite sex in public is absolutely forbidden.
Hand over your business card
Submitting business cards is an increasingly common meeting etiquette for modern people. When you meet for the first time and introduce yourself or others, you often send out business cards.
(1) business card handing etiquette. When handing a business card, smile, look at the other person, stretch your arms naturally, put your fingers together, and hold the two corners at the top of the business card with your thumb and forefinger of your right hand and give it to the other person. When handing in a business card, you can say "This is my business card, please keep it safe" and so on. Avoid being distracted or careless when delivering goods.
(2) The order of handing out business cards. In social occasions, business cards can be handed in the order of respect before humiliation or proximity before distance. The person with low status gives the business card to the person with high status first, and the man gives the business card to the woman first. When there are many people, business cards should be given to people with high positions or senior citizens. If you can't tell the location and age, first exchange business cards with the person on the left, and then press clockwise.
(3) the etiquette of receiving business cards. When you receive a business card, you should stand up or bend over with a smile on your face, grasp the lower corner of the business card with both hands, thank you after receiving the business card, read it carefully to show your attention to the other party, read out the name and title of the other party loudly, and look up at the other party's face to make the other party feel satisfied. If there are words you can't understand, ask them on the spot. After accepting the other party's business card, if there is no business card to exchange, you should apologize to the other party and take the initiative to explain and inform the contact information. Sorry, I don't have a business card. Sorry, I don't have a business card today. I will send you one in a few days.
(2) Conversation etiquette
Conversation is a face-to-face oral communication activity between two or more people, an important tool to express thoughts and feelings, and the main means of interpersonal communication. In the process of tour guide, in addition to the tour guide's explanation, the tour guide mainly exchanges information and feelings with tourists through conversation. In order to gain the understanding, support and cooperation of tourists and gain their respect and trust, tour guides should pay attention to the etiquette and norms of conversation.
1. Principles to follow in conversation
(1) Sincerity, frankness and mutual respect. Sincere attitude and mutual respect are important factors that determine the smooth conversation between tour guides and tourists. Because both sides always observe each other's expressions and expressions during the conversation, and their reactions are extremely sensitive, they must give each other a peaceful, natural and sincere feeling during the conversation. Therefore, tour guides should be sincere and respect each other when talking with tourists; Be generous and natural, don't be absent-minded.
(2) The language is elegant and decent. During the conversation, tour guides should try their best to use polite language, use more honorific words for tourists and more modest words for themselves, so as to show their self-cultivation, manners and courtesy, which is helpful to create a good conversation atmosphere. However, modesty should be moderate, and praise should not be excessive, especially for European and American tourists who are accustomed to frankness, and they should not give people a false feeling. Secondly, the language should be accurate and clear, not vague and irrelevant.
(3) The pronunciation and intonation are smooth and soft. When talking with tourists, the voice and intonation of tour guides should be cordial and soft, sincere and friendly, and don't put on airs; Pay attention to emotional color in the use of words, use more commendatory words and neutral words, and use less derogatory words; In sentence patterns, affirmative sentences are much more used than negative sentences.
(4) The conversation should be measured. As the saying goes, a word can make people laugh and jump. Explain that tour guides should pay attention to what to say, what not to say and what to say better when talking with tourists. Although some words are well-intentioned, they are not properly used, and if they are good, they may have a bad influence and even cause resentment among tourists.
(5) Be good at listening. When listening to the tourists, the tour guide should look into each other's eyes, don't look around, listen carefully to the guests and don't interrupt at will. When listening, don't nod, affirm, smile, praise or encourage. Even if you hear a topic that you are not interested in or even disgusted with, be patient and let it finish. Don't always look at your watch. Being good at listening is a manifestation of self-cultivation and is easily respected by tourists. Listening should follow the principle of "listening", that is, L- look at each other; I-Interest, expressing interest; S- Shen, listen to S- Cheng; T- target, never leave the target; E-Emotion, controlling emotions; Not neutral, unbiased).
2. Problems that should be paid attention to in the conversation
(1) Attitude in conversation. When talking with tourists, whether standing or sitting, you should face each other; Hold your head high, look straight at each other, relax your shoulders, hold your chest and abdomen, raise your waist and put your shoulders flat; When seated, sit upright and natural. Whether you are sitting on a chair or a sofa, don't fill it.
(2) Gestures in conversation. Don't point with your fingers when you speak; Don't point fingers at others; When gestures are needed, the actions should be appropriate; Don't scratch your ears, scalp, nostrils, tickles or fingers in front of tourists; Don't look at your watch often; Don't cross your arms and wait on your chest.
(3) Smile when you speak, but smile naturally, sincerely and appropriately.
(4) concentrate on the conversation, pay attention to the conversation of tourists, and don't interrupt each other's conversation at will, because it will upset each other's thinking and cause tourists' unhappiness; Don't keep asking questions, so that the other party can't cope for a while; Don't be careless about tourists' questions, or answer empty questions, so that the other party can feel your indifference; Don't put too much emphasis on issues that have nothing to do with what you are talking about and bore the other party; Don't talk too much to others and make them feel embarrassed; Don't talk big and show off yourself too much; Don't complain and grumble endlessly; When there is an argument, make your point, don't argue endlessly.
(5) When many people get together to talk, don't just talk about two people and ignore others present, and don't condescend and impose on others; Don't talk big and show off yourself; Don't be too excited and moody; Don't be dishonest, but you don't keep your word; Don't spread gossip and create too many jokes and gossip among tourists. In conversation, if you want to interrupt, you should ask politely and apologize, and then talk about your views after the guests have finished, but be concise and clear, and don't chatter endlessly. Don't interrupt too often, and try to shorten the time so as not to interrupt the speaker's train of thought. If you have something urgent to leave during the conversation, you should apologize to the guests and explain the reasons.
(6) change the subject. When talking with many tourists, sometimes there will be ice. At this time, the tour guide should take the initiative to guide and find a topic to break the deadlock, such as easing the atmosphere on topics such as weather and sports events, and then gradually change the topic. For the topic that is difficult to make clear at the moment, in order to maintain a good atmosphere, make a detour, adjust the content and way of conversation in time, and change the subject; Be patient when people ask you what you don't want to say. You can change the subject flexibly, avoid asking questions, or leave the conversation circle politely, for example, "Excuse me, I need to go to the bathroom." Or "Excuse me, I have to make a phone call."
Three taboos in conversation
(1) Personal privacy topic: We should adhere to the principle of "six don't ask", that is, age, marriage, address, income, experience and belief. These are personal privacy, don't be curious to ask, and don't talk about third parties.
(2) Don't talk about unpleasant topics such as illness, death and disaster. Non-special occasions, not to mention the reasons for physical defects or disabilities of tourists.
(3) Criticizing the government or individuals: Don't criticize the government and its leaders in the countries where tourists live, and don't make irresponsible remarks about the policies and political situation of their governments.
(4) Awkward and disgusting topics: Don't ask questions that tourists don't want to answer, and don't talk about too serious questions, so as not to cause embarrassment and disgust for tourists.
(5) the topic of wrong tendency: don't talk about absurdity, sensationalism, yellow and other issues.
(6) Topics involving state secrets: neither nonsense nor disclosure.