What are the communication etiquette of tour guides?

1. What are the basic etiquette norms that tour guides should follow? Tour guides are the most representative workers in the tourism industry and the backbone of tourism service reception. Tour guide is the person who has the most contact with tourists and the longest contact time among tourism professionals, leaving the deepest impression on tourists. In the eyes of tourists, tour guides are often the image representatives of a region, a nation or even a country. Therefore, it is of great significance for tour guides to consciously strengthen etiquette cultivation while constantly improving their comprehensive business skills. (1) punctuality and trustworthiness. Punctuality is the most important etiquette standard that a tour guide should follow. Because tourists have a certain itinerary and time constraints are strong, in order to ensure the smooth progress of team activities, tour guides must inform every tourist of their daily itinerary as soon as possible and remind them at any time. At the same time, we should arrive at the meeting place in advance according to the stipulated time and meet the guests at the agreed time. If there are special circumstances, you must patiently explain them to the guests in order to be understood. In addition, the tour guide should be honest and trustworthy, and must try his best to help the guests handle the promised things and inform the results in time. (2) Respect tourists. Tour guides should respect the religious beliefs, customs and habits of tourists, and pay special attention to their religious habits and taboos in the process of traveling. We should treat tourists equally, not favoritism, but give more care to special personnel such as the elderly, ladies, children and disabled tourists in the tour group, and be considerate rather than sympathetic. The reception service for important guests should be measured and neither supercilious nor supercilious. We should also give due respect to other staff members (such as team leaders or accompanying personnel), communicate more when things happen, take the initiative to listen to opinions, and treat others with courtesy. (3) mutual respect and understanding. Tour guide work is only an integral part of the whole tourist reception work. Without the strong support and full cooperation of other relevant personnel, especially car drivers, tourist attractions, shopping malls, hotels and other workers who provide direct and indirect services to tourists, the reception of tour guide services can not be successfully completed. Therefore, respecting every tourist service worker, understanding their work situation and difficulties, and actively cooperating with their work are the prerequisite for doing a good job in tour guide service, and also another manifestation of tour guide's good manners. 2. In terms of appearance, what are the specific rules for the etiquette of tour guide service? It is not only the expression of personal civilization of tour guides, but also the basic requirement of professional etiquette of tour guides to form the habit of stressing hygiene and loving cleanliness in daily life. When on duty, the tour guide should keep a good gfd. (1) Keep your hair clean and tidy. Pay attention to frequent grooming, no dandruff, proper length, and no weird hairstyle. After blowing your hair, you should comb it in time, but not in public, so as not to be rude. (2) Keep your teeth clean. Tour guides should always talk, and white teeth give people a sense of beauty. Therefore, tour guides should insist on brushing their teeth in the morning and evening and gargling after meals. Avoid eating onions, garlic, leeks and other foods that are easy to leave odor before taking the group. If necessary, you can use chewing gum or tea to reduce oral odor. (3) In order to maintain the luster of the face, women can wear light makeup, but they can't wear heavy makeup, and don't make up makeup or make up makeup in public. A man should cut his nose hair short and not have a beard. (4) Pay attention to hand cleaning. Nails should be trimmed in time, without long nails, without dirt and colored nail polish. 3. What are the main contents of tour guide service etiquette in dress? In terms of dress, tour guides should pay attention to the following five aspects besides following the basic dress etiquette standard requirements of professional workers: (1) Dress should comply with the relevant regulations of travel agencies or relevant departments. If there is no clear regulation, you should choose simple, neat, generous and easy-to-move clothes. When taking a tour group, the tour guide's clothes should not be too fashionable, weird or fancy, so as not to usurp the host's role and make tourists feel unnecessary resentment. (2) Both men and women, the clothes and trousers of tour guides should be upright and stiff. Pay special attention to the cleanliness of collars and sleeves; Socks should be changed frequently, and no odor is allowed. (3) Men are not allowed to wear collarless T-shirts, shorts and barefoot sandals to participate in foreign affairs reception activities. Ladies can wear sandals barefoot, but their toenails should be neatly trimmed. When wearing a skirt, be careful not to expose the sock opening outside the skirt. (4) When entering the room, men should take off their hats and gloves; A lady's hat and gloves can be worn indoors as part of a costume. Men and women are not allowed to wear sunglasses indoors. If they have eye diseases, they should explain the reasons to others. (5) When taking a tour, the tour guide should not wear too many ornaments except the ring representing his marital status. 4. What should the tour guide pay attention to in the basic etiquette of standing, sitting and walking during the tour? Standard, elegant and generous work etiquette is the etiquette requirement that a tour guide must meet when taking a tour. (1) Standing posture. The tour guide should stand steadily and naturally. When standing, stand upright, chest out and abdomen in, shoulders spread backward, arms droop naturally (except holding a microphone), feet are shoulder-width or V-shaped, and the body center of gravity can be placed on the left and right feet in turn. There are three ways to put your hands: one is to put them sideways, that is, put your hands on both sides of your legs respectively; The second is the front abdomen, that is, the hands cross in front of the lower abdomen; The third type is the back type, that is, holding your hands around your waist. Don't put your hands on your waist, or put them in your trouser pocket, or put your hands on your chest without special circumstances. (2) sitting posture. End stability is the basic requirement of a tour guide's sitting posture. Even in a moving car, the tour guide should pay attention to maintaining a standardized sitting posture. His hands can be placed on the armrest of the seat, or crossed in front of his abdomen, or his left and right hands can be placed on his left and right legs respectively. Legs naturally bend, knees apart, and it is appropriate for men to punch; Ladies should put their knees together and never sit with their legs apart. In addition, men and women should not lean forward and lean back, stagger, cross their legs, show their feet and shake their legs and feet at will. (3) gait. Gait is the most important working posture of tour guides, such as leading the way, climbing mountains and wading, etc. Tour guides all complete their tour guide work by walking. During the tour, the tour guide should have a steady and brisk gait, that is, the upper body should be straight, the chin should be held up, the abdomen should be closed and the chest should be held out, and the body center of gravity should lean forward slightly; Relax your shoulders and swing your arms back and forth naturally; The stride is moderate and even, and the step position is straight. When marching, don't bow, bend over, tilt your shoulders, shake from side to side, put your hands in your pockets, walk slowly, and don't rush at will. 5. In terms of language expression, how should tour guides show their good manners? Language is an important means and tool of tour guide service, and the service effect of tour guide depends largely on its language expression ability. The stronger the ability of a tour guide to master the language, the smaller the obstacles to information transmission, and the higher the satisfaction of tourists. It can be seen that the expression of tour guide language is related to the realization of tour guide's own value. Generally speaking, the language expression of tour guides should be vivid, fluent, appropriate, vivid and flexible. This is the most basic and minimum requirement for tour guides to explain. (1) is expressive. The meaning of language requires that the information conveyed by tour guides should not only be accurate, but also be easily understood by tourists. To express the language of the tour guide, first, the pronunciation is correct and clear; Second, the words and sentences are accurate and concise; Third, the expression is orderly and clear. Don't exaggerate, let alone make something out of nothing. (2) fluency. Fluency is the language that guides swimming. Try to express coherence without special circumstances. Generally speaking, there is no pause in the middle, and the speech speed is moderate, fast but not chaotic, slow but not sluggish. Excessive repetition and pause in oral expression and bad habits will undoubtedly affect the listening effect of tourists. (3) Decent. The so-called appropriateness means that words should be appropriate and measured. Appropriate tour guide language must conform to the role of the tour guide, with the premise of truly respecting tourists. In the process of taking the tour group, we should communicate with tourists with honorific words, listening words, euphemisms and inquiry sentences. In addition, we should also avoid the taboo of tourists' words. (4) vivid. Vividness is the most prominent feature of tour guide language. On the premise of accurate explanation, tour guides should use vivid, interesting and infectious language to enliven the atmosphere, increase tourists' interest and make people happy. It is not advisable to follow the book, be rigid and old-fashioned, and put an end to "yellow humor" and low-level jokes. (5) flexibility. Flexibly emphasize that the language expression of tour guides should vary from person to person, from place to place and from time to time. When explaining, tour guides must fully consider the similarities and differences of tourists' cultural background, cognitive level, hobbies and professional characteristics, and accordingly decide the choice of content and expression, so as to improve tourists' acceptance and understanding ability. 6. What etiquette should tour guides pay attention to in their daily tour guide activities? (1) When taking a group tour, the tour guide should arrive at the meeting place 10 minutes before departure; When tourists get on the bus, the tour guide should stand at the door of the car actively and respectfully, welcome every tourist and help them get on and off. Only when all the guests are here can he get on the bus. (2) Count the number of tourists in time after they are seated. When counting the number of people, if possible, you can use a counter to count, or you can use a silent number or a standard number to count, that is, your right hand naturally hangs down and your fingers bend to count. Don't use the flag to stroke back and forth, don't pat the guests' shoulders and backs, and don't point one hand at the tourists' heads or faces. (3) The tour guide should stand in a proper position, have a natural expression, keep a good "visual communication" with tourists, and take good care of all the people present to show equal treatment. Hand-held microphone, appropriate volume, explain the specifications. Gestures should be in place, not too many movements and not too big. (4) Before arriving at the destination, all tourists should be clearly informed of the upcoming activity arrangement, gathering time, place and other related information in advance, and the license plate number and driver's name of the tour bus should be informed again to facilitate the search for stragglers. (5) In the process of traveling, the tour guide should always remind the guests to pay attention to road safety, remind the guests to pay more attention as soon as possible when walking or turning when they are killed, and provide necessary help to the elderly and infirm in time. Tour guides should not walk too fast, lest tourists fall behind or get lost. (6) During the tour, the tour guide should carefully organize the activities of the guests and provide warm, active and thoughtful service. The guide's explanation should be accurate in content, fluent in expression, clear in organization, vivid in language and flexible in skills. In addition, we should also pay attention to leaving photography time for guests. 7. What other problems should the tour guide pay attention to during the tour? (1) Tour guides should wear badges or badges indicating their work status, such as tour guide cards and tour guide cards, at designated positions on the chest of their jackets according to relevant regulations. (2) When taking a tour, the tour guide should consciously carry the flag of the travel agency. When traveling, hold the flag in your left hand, hold it above your head, and keep it intact so that the group members at the end of the team can follow up in time. It is not standard to drag the social flag on the ground or carry it on your shoulders. (3) When explaining with a microphone, don't put the microphone too close to your mouth and don't cover your mouth. (4) Before the team leaves the venue, they should promptly remind tourists to pay attention to safety and take valuables with them. (5) When shopping with a group, you must go to the designated tourist store. Before getting off the bus, guests should explain the stay time and shopping-related precautions. (6) Smoking is prohibited during the explanation. Please put out your cigarettes when you enter indoor public places. (7) When walking with the group, you should not walk back and forth with people; It is not advisable to squat while waiting for the bus or waiting for someone.