How tour guides can correctly provide psychological services to tourists

Providing tourists with satisfactory psychological services is a sign of respect for tourists and is also the basic condition for tour guides to lead tours perfectly. Therefore, tour guides must do the following.

(1) Respect tourists

Everyone has self-esteem, and self-esteem (including vanity) is the most sensitive nerve in people. Psychological research believes that people will protect and maintain their self-image at all costs, and will try to improve their self-image whenever they have the opportunity. In other words, tourists who travel thousands of miles to visit local areas expect to be welcomed, respected, cared for and helped by local people. There are no differences in nationality, social status or economic status here, so we must respect all tourists equally. For tourists with physical disabilities, their self-esteem should not be hurt especially.

Requesting respect is one of the basic principles in interpersonal relationships. "Taking advantage of others' strengths and hiding their weaknesses" is an important way to respect tourists. Tour guides must make appropriate arrangements during tourism activities. Let tourists carry out "participatory" activities so that they can gain a sense of self-achievement, thereby achieving great psychological satisfaction. However, tour guides should note that "participatory" activities must not be forced on tourists to avoid touching their inferiority complex.

(2) Maintain service with a smile

Smile is a symbol of self-confidence, an expression of friendship, and a reflection of living in harmony and happy cooperation. Smile is an elegant temperament possessed by people, and smile is an important means of communication. A sincere smile, a kind smile, and a pleasant smile can be contagious, thus shortening the distance between people and building a bridge of harmonious communication.

Smile is a silent language that has the function of strengthening audio language education and communicating emotions, and helps to enhance the communication effect. German tourism expert Harald Bartel pointed out in the book

(Qualified Tour Guide): "In the most difficult situations, a measured smile, coupled with a calm and moderate demeanor, can Enlisting the cooperation of others will play an immeasurable role in implementing your own ideas." If tour guides want to provide successful psychological services to tourists, they must provide them with smiling services, smile often, and "welcome guests from all over the world with a smile." As long as you develop the good habit of smiling kindly when meeting people, you will make many good friends and everything will go smoothly and successfully. The collectors retreated

(3) Learn to use soft language

"One sentence can make people laugh or jump." Language that makes people happy is often soft and sweet. It's called "flexible language". Soft language is characterized by a friendly tone, soft tone, tactful wording, natural reasoning, and a discussion tone. Such language makes people pleasant and friendly, has a strong conquering power, and can often achieve a communication effect of overcoming rigidity with softness. Tour guides should never be competitive when getting along with tourists. They should not compete with tourists or compete with them to win or lose. They should not "talk about winning" to satisfy temporary vanity. Instead, they should implement the "win-win principle" in their tour guide services. ".

(4) Establish "partnership" with tourists

In tourism activities, tourists are not only the service objects of tour guides, but also partners. Only with the cooperation of tourists can tourism activities proceed smoothly and achieve the expected good results. In order to gain the cooperation of tourists, a very important method is for tour guides to try to establish a normal partnership with tourists.

"It's a pleasure to have friends from far away", "Rely on your parents at home, rely on your friends when you go out" and other common sayings that tour guides often say when leading tours. Because tourists are new to the country, they will inevitably feel nervous, wary, worried, etc., which will affect their normal enjoyment of the tour. Therefore, tour guides position themselves as tourists' friends when leading groups. It is also true in action, always thinking about them like a friend, holding an umbrella for the guests sincerely in the rain; dedicating a song to them when they are tired; bringing infinite comfort when they are sick? Truly and at an equal distance. The establishment of a "partnership" with friends will not only make tourists feel at home, but also allow them to fully enjoy the beauty and joy of travel; it will also allow tour guides to gain sincere understanding from tourists for minor mistakes in their work, making the work smoother and more enjoyable.

(5) Provide more personalized services

Personalized service is a kind of humane service based on understanding and caring for people. While providing tour guide services stipulated in the travel contract, tour guides should also give "special attention" to the special needs of tourists, so that they feel that they have received preferential treatment and develop a sense of pride. The key to providing more personalized services lies in whether the tour guide has tourists in mind, whether there is "work" in his eyes, and whether he can take the initiative to serve. "Sincerity is reflected in the subtleties, and don't fail to do something because of trivial matters" should be the motto of tour guides.

An experienced tourism expert in our country put forward the slogan "The one who walks the extra mile is better", emphasizing that on the basis of serving everyone, special care should be given to tourists. This is often the reason why excellent tour guides are outstanding and stand out from ordinary tour guides. For example: One time, Hainan! When the travel agency received a "Sunset Red" group of nearly "## people, the tour guides were almost in a hurry and rarely had a bite of reassurance due to the large number of people. After a few days, some tour guides relaxed. And a careful old tour guide still walked around the table, inspecting and taking care of the guests' dining situation.

Suddenly, she found a guest (from another car) eating biscuits and drinking water, so she went up to ask about it. She found out that the guest had ethnic beliefs. She didn't want to trouble others for the past few days, so she didn't say anything or eat. The tour guide suddenly felt guilty and felt that he had neglected his duty. He immediately contacted the restaurant to clean the pot, stir-fried several vegetarian dishes with vegetable oil and served them to the guests. In the next few days, she would personally go to the kitchen to supervise the dishes, ensuring that the guests could eat with peace of mind. When leaving, the guest burst into tears and thanked the tour guide for his careful care. He said that this trip to Hainan was truly unforgettable.

(6) Targetedness

It is not enough to talk about providing psychological services for tourists in general. The provision of psychological services must be targeted in order to produce the expected results. To make psychological services targeted, we must first understand tourists, their expectations, requirements and difficulties, their psychological characteristics, hobbies and aesthetic tastes, their travel motivations and their emotional changes during travel. Only on the basis of a full understanding of the service recipients can the psychological services provided to them be targeted, and the phenomenon of "good intentions doing bad things" will not occur. For example, we know that Chinese people often say: "Who doesn't say good things about our hometown?" Therefore, if you say to the people of Shandong: You are really like a Shandong person (meaning to praise them as a hero); if you say to the people of Jiangxi: You are really old (the revolutionary spirit remains unchanged), it will make them happy. But if you tell a Shanghainese: You really look like a Shanghainese, it will be a taboo. Because many sociologist studies have shown that what Shanghainese like most is that they are not like Shanghainese, especially in terms of interpersonal relationships and economic transactions. Therefore, when a tour guide leads a group, psychological services must be targeted and avoid generalizations.