Guidance and explanation skills?

First, grasp the overall law.

The so-called overall grasp method is a method to guide the tour to grasp the whole process of tourism activities in a planned, step-by-step, appropriate and complete way, and to use flexible and effective methods to complete the tourist reception task. Grasping the overall situation is one of the most important working methods of tour guides, the soul and core of tour guides' work, and the professional quality that tour guides must possess.

It is really not easy for a tour guide to bring a tour group well, because the tour group itself is made up of all kinds of tourists. Among these tourists are wealthy businessmen, gentlemen, government officials, journalists and ordinary people. Because of the great differences in age, occupation, hobbies, personality, gender and other aspects of tourists, and the special and unchangeable reality of "common people, one hundred hearts", a complex service object has been formed invisibly. At the same time, tourists will have different needs in different places, times and environments. The contact areas of tour guides are extensive and complicated. In this specific environment, it is difficult for tour guides to receive and satisfy all kinds of tourists without a clear mind, flexible methods and rich knowledge and experience. To grasp the overall situation of the whole tourism team, we must pay attention to the following aspects:

Fully understand the physical differences of tourists.

For a tour group, in addition to the above, the physical differences are also very obvious. Tourism teams are not like delegations in sports competitions. The members are in good health, so it is necessary for the tour guide to pay attention to this problem when visiting. At this moment, the tour guide should take "I" as the core and be surrounded by tourists who are closely surrounded by art or relatively close to you, rather than "falling apart". On the one hand, tour guides should meet the needs of tourists seeking novelty, beauty and knowledge, on the other hand, they should take good care of the elderly and frail tourists. For example, a tour guide should master the rhythm of walking when leading tourists to scenic spots and restaurants. We should know that tourists with good physique generally follow the tour guide, and those with weak physique or old age always fall behind.

For another example, I remember a tour guide talking to the author about something. That's a tour group to Huangshan. At that time, the cableway up the mountain had not been built. A group of people climbed from the foot of the mountain to the top of the mountain. The time difference between the first arrivals and the last climbers was more than two hours. How dangerous! What if something happens to the tourists on the road? Who should the tour guide take care of in the face of such a long queue? Of course, these things only happen in rare cases. Therefore, when dealing with the walking rhythm, the tour guide should try to keep the whole tour group moving within a certain distance, so as to control the "surface" and grasp the "point". When a tour guide showed tourists around Nanjing Sun Yat-sen Mausoleum, there were 392 steps (including 8 platforms) from the ground floor to the memorial hall. The tour guide walked a long way, stood in situ and began to explain Dr. Sun Yat-sen's great life. After all the tourists arrive, we will briefly introduce some anecdotes about Dr. Sun Yat-sen, and then lead the tourism team to continue walking. After a while, the tour guide stopped to explain the historical background and origin of Dr. Sun Yat-sen's ink "The world is for the public". Later, he stopped to explain the monument and the osmanthus trees on both sides ... In this way, the tour guide stopped for a while, chatted for a while, chatted for a while, and took the tourists all the way to the front of the memorial hall. The tourists didn't feel tired, but also gained a lot of knowledge. No one in the whole tour group was left behind and lost. In short, tour guides should be good at dividing a long distance (including mountain climbing) into several shorter distances in a planned way, and properly solve the physical differences of tourists during this period.

Tour guides should also be very aware that if a "weak" tourist is lost, it is the dereliction of duty of the tour guide. To get the lost people back, its energy and workload far exceed the physical strength consumed during the trip. In addition, tour guides should always care about the "weak" and let them truly feel that tour guides can be trusted.

The management is big and small, and it is organically combined.

The so-called "managing the big and grasping the small" is to guide tourists how to correctly handle the interest relationship between most tourists and a few tourists, and at the same time how to solve the relationship as satisfactorily as possible.

As a tour guide, I always hope that tourists can "keep up with the pace" under his guidance, but it often backfires. This is because the members of the tour group have their own needs. Although tourists know each other or belong to the same enterprise, their experience, level and quality are different. These reasons, coupled with the general awareness of tourists, we pay for travel, as a tour guide to meet the needs of tourists. Therefore, in the process of tourism, there are often conflicts of interest between most tourists and a few tourists. On the premise of completing the task, tour guides should try their best to make the team they lead meet their reasonable and possible requirements, and should not intentionally or unintentionally hurt the self-esteem of a few tourists. The most appropriate way for tour guides to deal with conflicts of interest among tourists is to do their work perfectly in advance. For example, in a tour group, most tourists want to go to a scenic spot, and a small number of tourists think that the tour project is of little significance and want to go shopping. At this time, the tour guide will arrange the shopping tourists in the shopping mall near the tourist attractions and determine the gathering time of all the tourists. First, send the shopping tourists to the shopping mall (a tour leader or a tourist must be appointed to take charge of safety issues), then lead another part of the tourists to visit the scenic spots, and then get on the bus at the specified time to gather all the tourists for the next tourism project. Tour guides must not "cram for Buddha's feet" temporarily and adopt the so-called "show of hands" method. Such an outcome may not be a question of the majority and the minority, and there may be an embarrassing situation of fragmented opinions. At that time, the tour guide was completely passive. Until/very