Tour guide skills (1) - Prescribe the right medicine to the case

Prescribe the right medicine to the case

The so-called prescribe the right medicine is to guide the tourists to adopt flexible and changeable measures during the entire process of leading the tour group in response to people and things that are not conducive to the smooth development of tourism activities. It is a kind of tour guide technique that uses very effective techniques and methods to make the whole activity develop smoothly and healthily.

1. Treat different types of tourists differently

The main object of tourism is people, and everything that happens during tourism is caused by subjective and objective factors. of. To this end, tour guides must pay full attention to the relationship between subjectivity and objectivity, especially the subjective factors of tourists.

Western psychologist Maslow (1908-1970) was the first to systematically organize the motivations of human behavior theoretically and practically, and came to the conclusion of the process of human spiritual development. The dominant sequence divides needs into five levels: safety needs, physiological needs, social needs, esteem needs and self-actualization needs. Later, some people divided human beings into two major psychological characteristics: extroversion and introversion. People who are extraverted are cheerful, cheerful, don't care about trivial matters, and like to deal with others. On the other hand, introverted people are cautious, do not easily reveal their feelings, and do not like to make friends.

With the prosperity of my country's tourism industry, tour guides must use the psychological knowledge they have learned to receive various types of tourists and do a good job in the right way. In general travel groups, the types of tourists can be roughly divided into acute type, chronic type, good-natured type, difficult to serve type, mocking type, arrogant type, undisciplined type, suspicious type, instigative type and shy type, etc.

The characteristics of impatient tourists are: they treat others cheerfully, speak loudly, lose their temper when things go wrong, and have an ugly face. For this type of tourists, tour guides should be "straight" to "straight". The attitude should be sincere towards each other, sometimes using "softness" to overcome "steel", being gentle and calm. Sometimes you have to take the overall situation into consideration and be patient and ignore it.

Chronic subtype tourists are commonly known as "warm boiled water". Their psychological activities tend to be inward. They are more cautious in dealing with others, but lack decisiveness. No matter what happens, they always appear to be slow and leisurely. Their personality is exactly the same as that of the acute subtype. on the contrary. When a tour guide receives such tourists, he or she must first remember his or her name so that he or she feels respected by others. At the same time, we should always care about them and listen to their opinions and requests, so that they can get the reflection of their self-worth in "self-analysis and self-criticism".

Although there are only a few good old people, they are usually middle-aged and elderly people. The characteristics of the good-natured person are that they are enthusiastic, helpful, talk kindly, and have a sincere attitude. Tour guides must be polite and respectful when receiving such tourists. Sometimes they can use the enthusiasm of these people to do good things for the group and other tourists, so that they can get greater psychological satisfaction.

Among the tourist groups, the most troublesome for tour guides are the tourists who are difficult to serve. The characteristic of the difficult-to-serve type is that they like to find all the "faults" in the travel process. They always keep a straight face, accuse others of not caring about the occasion and human feelings, and use harsh and hurtful words. Tour guides must be neither humble nor overbearing when receiving such tourists, and they must be serious and meticulous in their work. Don’t be tit-for-tat, don’t get into meaningless arguments, and don’t give tourists “medicine” out of emotion. On the contrary, these tourists should be served with greater enthusiasm and perseverance, so that they can fully feel the magnanimity, talent and virtue of the tour guide.

Ridiculing tourists are also annoying. Such tourists are generally self-righteous and unwilling to listen to the tour guide's explanations. They often make jokes and sometimes deliberately expose the tour guide's "shortcomings" in public and make the tour guide arrogant. The "foreign appearance" of members of the Communist Party of China makes people laugh and cry. Under normal circumstances, these tourists also vary from person to person, and most of them will be more restrained when faced with strong and high-level tour guides. Otherwise, these tourists can express themselves. Most arrogant tourists have some arrogant "capital". Therefore, they often show an inexplicable emotion and are characterized by looking down on others. In the entire process of tourism activities, although such tourists do not have many side effects, the psychological pressure on tour guides cannot be underestimated. Therefore, tour guides should always pay attention to such "inexplicable" emotional outbursts, which can lead to unpleasant things happening. Once this happens, the tour guide's approach is to let the person fully express his feelings, and then patiently persuade him with a sincere and humble attitude, and absolutely avoid collision. The way you answer and handle the questions should be humorous, not straightforward. Only in this way can we not only take care of the guests' face, but also take into account the overall situation and ensure the smooth progress of tourism activities.

Here is an example: During a tour guide explanation, a tour guide was talking plausibly and endlessly on the Oriental Pearl TV Tower about how Shanghai construction workers should carry forward their love for the motherland, love for the people and love for their jobs. Suddenly, a tourist with "capital" shouted loudly: "Construction workers should love their families, wives and children." At this time, there was laughter and noise all around, and some tourists even said helpfully: "That's right. Yes! Loving your wife is the most important thing.

"Hahaha..." There was another burst of laughter. At this time, the tour guide raised his voice and said, "That tourist just now was right, so right!" I feel the same way. "There was applause all around, and some people were confused and silent. "Why do I feel the same way? Because he speaks the truth, the truth, and what is in his heart (laughter mixed with approval). I also have a friend who is a construction worker. We studied together since childhood, and now he is a well-known thirty-year-old man. That is, after receiving your monthly salary, you will be the 'boss' for the first ten days and live a glorious life, and you will be the 'bastard' for the next ten days. I lived a life of begging, borrowing, and asking for money, and then ten days of stealing money from my wife (another burst of laughter). Later, he became lazy, scolded his wife, beat his children, and got into the bad habit of gambling, which made his neighbors uneasy and caused constant accidents at work. Recently, he was "injured for some reason" due to violation of operating regulations and was recuperating at home. Can you say that this kind of person is patriotic, loves the people, and loves his job? "(Tourists around shook their heads) "I dare to say this: How can a person who doesn't even love his family, wife, or children be patriotic, love the people, and love his job? Can you have the ability to build such a magnificent and world-famous tower? "The tour guide's wonderful and interesting words immediately won praise and warm applause from the tourists.