Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500 Quality improvement for the cross-border tourism in the Danube Delta (Romania, Ukraine and Moldova) Tour guide training curriculum and guidelines Naturefriends International
21
Embed
Quality improvement for the cross-border tourism in the ...
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
Quality improvement for the cross-border tourism in the Danube Delta (Romania, Ukraine and Moldova)
Tour guide training curriculum and guidelines
Naturefriends International
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
1. The reason and background of the elaboration of this curriculum
Tour guiding is a wide-spread and common form of interpretation at many tourist attractions
and sites, and it is certain that numerous curricula have been written, the purpose of this
curriculum is to provide a flexible and widely adaptable framework for tour guide training
primarily at natural, but also at other heritage sites. It is more of a recommendation and pool
of ideas, but how much of it is used and filling the framework with precise content stay at the
authority of the particular organization that wishes to engage in such a training. Beyond the
actual curriculum it was also considered important to ignite thinking about the potentials of
tour guiding, as only consciously used training and ultimately tours will become effective
tools in site and visitor management.
The document focuses on the interpretation of natural areas, whereas it might be useful at
cultural sites, as well, since some basic principles apply to both settings.
As tour guiding is envisaged here a sustainable tourism form that can enhance local/regional
(business, conservation, management, social, etc.) opportunities, the curriculum is intended
mostly for local/regional organizations and initiatives.
The curriculum was elaborated and financed within the SI2.ACGRACE 034110500 project,
entitled “Landscape of the Year - European Network for competitive and sustainable tourism”
and within the GIZ / DCC financed project “Quality improvement for the cross border
tourism in the Danube Delta (Romania, Moldova and Ukraine).
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
2. Tour guiding and what is behind
2.1. The concept of tour guiding
A real definition of tour guiding is provided in the Glossary of Terms, but here more of a
contextual and functional meaning of the term is given.
One approach is that it is a form of interpretation as other interpretive tools are also available
to present a site or attraction to the public. A publication, an exhibition or a film, to quote but
a few other options, are also adequate tools to interpret the very same thing. All of these and
other tools share the same goal to reveal the relevance of the site, draw attention to the assets
there and to underline such details and inter-linkages that would stay hidden for most visitors.
In other words it is a means of communication with the public. However, it has to be stressed
that interpretation is much more than providing information. Mostly because it is indeed a
communication process, where participants (interpreter and visitor) mutually affect each
other. Have you ever had the experience that a very knowledgeable expert presented facts and
data, but without sufficient interpretation and/or the overwhelming use of technical terms
made the whole thing incomprehensible and boring? If something of this kind happens during
a guided tour it will result in disappointment on both the guide’s and the audience’s side.
Losing the audience’s attention means that the message communicated does not reach its
target group, while the visitor does not get the sort of service they paid for, i.e. the experience
will be hardly more than the aesthetics of the site (however, it can be already a great thing).
Another approach argues that a guided tour is a management tool, by which visitors’
understanding of and attitude to the site can be enhanced. It suggests that it is an educational
activity in order to influence visitors’ attitude and behaviour, as Beaumont (1998) states to
enhance “conservation ethic”. The cycle of this process is depicted in figure 1.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
Figure 1: The cause and effect cycle of interpretation
It is indeed an educational and learning process, however under special circumstances. Ham
(1992) rightfully distinguishes free-time and free-choice learning, and learning in a school
setting. The basic difference is the mind-set of our visitors. One can experience this on a
holiday or excursion how much less focused and attentive we are.
But to use tour guiding as a management tool, contrary to the audience, it requires a high level
of consciousness on the managing organization’s side both during the planning and execution
phases, not to mention monitoring. While enhancing the above mentioned “conservation ethic
should be a fundamental aim, other objectives might also be set, such as informing the public
about the managing organization itself and its activities, to orient visitor flow not to violate
carrying capacity, or let’s not be hypocrites, even to generate revenues. As it has been
indicated the primary aim of this document is to aid the interpretation of natural (protected)
areas. And as such it has to be emphasized that achieving management goals in nature
conservation legal tools (e.g. legislation and ranger service) and physical barriers (e.g. fences
and gates) are also important and necessary beyond doubt, but interpretation results in a win-
win situationn, thus it enhances the image of the particular area and organization.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
2.2 The attraction
Be it a forest, a meadow, a river, a cave or any other natural site they all have a story to tell.
While our visitors might come “only” for regeneration or relaxation, once they engage in a
guided tour they are certainly open to hear that story. This way the type of guided tour we
promote here is much more than using the site as a resource, but it definitely should have the
mission to safeguard the sustainable use of the asset(s) and communication of the underlying
meanings and the full-scale sense of the place. Also the central attraction can be an
ambassador to further natural and cultural assets in its environment. Guided tours are also
tools to present the full context. Approaching an attraction with the bigger picture in mind
should also include the consideration of carrying capacity of the attraction and its
environment. In this respect it is not only ecological carrying capacity we should not
compromise, but also physical, social, economical to name only the most important aspects.
2.3. The visitor
The previous section gave an insight in the tour guide (managing organization) and visitor
relationship, emphasizing its mutual nature. It is time to have a more thorough look into the
issues concerning visitors. The basic rule of any interpretive activity is “Know your
VISITOR.” This way the above figure applies in a reverse situation, i.e. how interpreters’
behaviour can change (towards visitors) as a result of learning about the audience and the
attitude change it should cause. To put it more pragmatic, if we know who participate in our
guided tour, we can adapt our programme to their needs, requirements, knowledge level,
abilities, motivations, agendas, etc, while we can achieve our objectives. As admitting visitors
at heritage sites is still often considered merely as a tourism issue, data collection and surveys
on visitors are often restricted to the service/business side of it (e.g. demographics, socio-
economic characteristics, numbers and satisfaction). While these are very important features,
not looking into the learning-knowledge-attitude-behaviour cycle or even specific links within
it gives a quite lop-sided result. In fact, it is not easy at all, but only this way can we reveal
deeper connections and efficiency of our activities.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
2.4. The tour guide
As tour guiding is a live or personal form of interpretation (just like a lecture or a
presentation), the presence of an interpreter, i.e. TOUR GUIDE is indispensible. All in
capital letters, as he/she is another key figure: the front line representative of our organization,
the embodiment of credibility, authenticity and knowledge, but also the one looking after,
serving and directing our visitors. If all these qualities and roles of a guide were
acknowledged, probably it would be a much more respected position. The advantage of this
interpretive form is that real conversation/communication/interaction can develop, thus many
experts consider this one of the most effective interpretation forms.
The next section tries to help to achieve the full potentials of tour guiding.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
3. The curriculum of tour guide training
3.1. Preparation phase
As potential guides are recruited with some purpose, several aspects have to be clear at the
outset, so the organizers, the trainers and the candidates are clear all about the objectives, the
conditions, the course and the expected outcomes of the training.
3.1.1. Key issues to clarify before you start organizing your course:
The need for training.
- Why is the training necessary? What market needs it would serve? Is it a demand within the
organization or maybe the would-be trainees approached your organization?
It is possible that your own organization has a specific need to interpret some assets under its
management, and for that purpose it has to employ or contract guides in some form. As the
candidates have different levels of knowledge and skills they have to be trained to achieve a
minimum standard to interpret the given asset(s).
Very similar demands motivate those organizations, e.g. eco-tourism agencies or umbrella
NGOs employing tour guides (within or out of the target region), which actually do not
manage the asset(s) themselves, but take visitors there.
A somewhat different approach is if tour guiding is a sort of auxiliary service for example in a
family-run pension or small hotel, where the owner wants to broaden his/her tourism offer.
And there is a possibility of a mix of the above types.
But be straightforward with participants on what you can offer when the training is over.
Who are the trainees?
- No matter if it is your or others’ initiative, the candidates will be familiar or rather
unfamiliar with the lexical and technical knowledge on a very different level and their
specific skills have to be enhanced. Also, the trainees’ motivation might be very
different: some seek employment, others some sort of adventure, and yet others more
professional services or simply fulfilment in personal interests.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
- As all personal services, tour guiding too is a form of employment. Local people might
find an alternative or second or even the only job opportunity in tour guiding. Other
advantages of local tour guides are that they have a sense of ownership of, emotional
link to the place, thus they offer a special insight and authenticity. Either way,
involving locals in tour guiding supports sustainable tourism in a region. Of course,
“outsiders” can become excellent guides, but including local colour in guiding
programmes is always a treat.
- You should set your minimum set of criteria how you accept applicants to the course
Audience A person or group of persons for whom messages and/or services are designed or delivered. Synonymous terms might include: visitors, learners, customers, users, recreationists, stakeholders, guests, buyers, consumers, clients, patrons. Certification The recognition of an individual who maintains a standard of professional practice. Sometimes used to recognize a program, product or service that maintains or meets an established standard. Communication A process by which information is exchanged through a common system of symbols, signs, language, or behavior. Conservation Resource—An ethic of planned management of a natural resource or a particular ecosystem based on balancing resource production, use, allocation, and preservation to ensure the sustainability of the resource. Object—Maintenance and preservation of works of art, artifacts or objects, their protection from future damage, deterioration, or neglect, and the repair or renovation of works that have deteriorated or been damaged. Competencies Prescribed standards that enable people to perform successfully by achieving specific outcomes and completing tasks effectively. A competency may consist of knowledge, skill, ability, attitudes, values, and/or personal characteristics.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
Curriculum Typically refers to a written plan outlining what students will be taught (a course of study). Curriculum documents often also include detailed directions or suggestions for teaching the content. Curriculum may refer to all the courses offered at a given school, or all the courses offered at a school in a particular area of study. (Adapted from Association for Supervision and Curriculum Development) Environmental Education A learning process that increases people’s knowledge and awareness about the environment and associated challenges, develops the necessary skills and expertise to address the challenges, and fosters attitudes, motivations, and commitments to make informed decisions and take responsible action. (UNESCO, Tbilisi Declaration, 1978) Education Education is the process of developing an individuals’ knowledge, values and skills and encompasses both teaching and learning. Interpretation A mission-based communication process that forges emotional and intellectual connections between the interests of the audience and meanings inherent in the resource. (National Association for Interpretation) Interpreter A person who employs a mission-based communication process that forges emotional and intellectual connections between the interests of the audience and meanings inherent in the resource. Interpretive Technique that assists audiences through communication media in making both emotional and intellectual connections with heritage resources. Interpretive Program Activities, presentations, publications, audio-visual media, signs, and exhibits that convey key heritage resource messages to audiences. (Adapted from US Fish & Wildlife Service) Interpretive Services Any personal or non-personal media delivered to audiences. Interpretive Theme A succinct, central message about a topic of interest that a communicator wants to get across to an audience.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
Managing organization An organization that is legally responsible for the operation and handling of a given site. Natural Resources Physical properties, materials, and on-going ecological processes that include but are not limited to air and water atmospheric resources, marine and freshwater systems; geologic features and processes; biological entities and systems; natural sound; day and night sky features and relationships; seasonal and celestial fluctuations; and natural interactive processes. Personal Interpretation One person or persons proving interpretation to another person or persons. Public/ general public The community at large, without reference to the geographical limits. Tour guide A tour guide is a person who is knowledgeable about a resource and is skilled in teaching others about that resource, and often accompanies visitors from place to place in the area of the resource. A person normally possesses an area-specific qualification usually issued and/or recognised by the appropriate authority. Tour guiding An interpretive programme when an insightful explanation of the attraction and/or site is provided by the tour guide. It can last any time less or more than a day. Depending on the mode of tour it can also include some technical guidance, as well. Tourist Someone travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes Tourist attraction It is a place, object or phenomenon of interest that tourists visit, typically for its inherent or exhibited cultural value, historical significance, natural or built beauty, or amusement opportunities. Training The systemic process of developing knowledge, skills, abilities, and attitudes for current or future jobs through formal or informal learning experiences.
Landscape of the Year – European Network for competitive and sustainable tourism SI2.ACGRACE 034110500
Visitor A visitor is a traveller taking a trip to a main destination outside his/her usual environment, for less than a year, for any main purpose (business, leisure or other personal purpose) other than to be employed by a resident entity in the country or place visited. A visitor (domestic, inbound or outbound) is classified as a tourist (or overnight visitor), if his/her trip includes an overnight stay, or as a same-day visitor (or excursionist) otherwise. Visitor Studies The interdisciplinary study of human experiences within informal education settings; the systematic collection and analysis of information or data to inform decisions about interpretive exhibits and programs; measuring or assessing the effects of museum exhibitions and/or interpretive programs and media on learners.