What etiquette norms do tour guides need to follow when communicating and coordinating with guests?

Tour guides need the following etiquette when communicating and coordinating with guests:

Smiling guests:

Some people say that smile is a bridge in interpersonal communication, a channel for emotional communication and the most exquisite preface to the encyclopedia of interpersonal communication. Smile contains happiness, recognition, approval and joy. As the book "How to Eliminate Inner Fear" says: "You smile at each other, and the other person smiles back, and he tells you with a smile; You make him happy. Because you smile at him, he thinks he is the receiver, so he will smile back at you. In other words, your smile makes him feel valuable. " The guide smiles at the guests, which is the beginning of effective communication.

Pay attention to language skills:

Language is a tool for exchanging ideas, feelings and information. In addition to introducing scenic spots, tour guides have plenty of opportunities to communicate with tourists in language, exchange information and exchange opinions. Whether the language expression of tour guides is appropriate or not has a great influence on the possibility of information transmission and the attitude of tourists. As a tour guide, the language expression should be full of enthusiasm and give the guests a spring breeze-like intimacy. This requires tour guides to pay attention to the language styles of tourists from different nationalities and countries. For orientals, they are used to honorifics and self-mockery; For some western tourists, we should dare to affirm ourselves. In front of British and American tourists, excessive self-modesty will not only fail to show their integrity, but will cause misunderstanding among guests. Therefore, when the tour guide's explanation or suggestion is recognized by British and American tourists, you can't say "I have nothing to praise" or "I'm flattered", but thank the guests for their praise. Blindly modesty will often disappoint or embarrass British and American guests, and the other party will mistakenly think that you have denied his views.

Listen to tourists: Listening is an effective way of communication. For a mature manager, listening to others' opinions is more valuable and important than showing his profound knowledge. Listening is an art. Listening is not only to understand and hear clearly, but also to "hear" the true feelings that the other party has not expressed. The so-called "information analysis method" in modern science is to capture the information that the other party is not frank from the "irrelevant" and "ambiguous" conversation through analysis and research. Learning to "listen" lies not only in patiently listening to tourists' opinions and suggestions, including complaints and dissatisfaction, but also in understanding the art of tourists' "no" in the process of "listening". Because some tourists, especially domestic tourists, hinder everyone's feelings in order not to disappoint others.

Not used to expressing his "no" attitude in person or publicly, including "dislike", "don't" and "don't", he usually uses some vague and uncertain words to avoid giving a positive answer. In this question-and-answer situation, the tour guide does not need to get to the bottom of it, nor does he need to unify the tourists with his own idealism, but to express his understanding and approval.

Respect and forgiveness:

Respecting others can give others a sense of self-affirmation. The ancients said, "Those who respect others will always respect others." . Respect for others means respect for yourself. Respect is more than words and deeds. Respecting tourists means respecting their personality and needs. If you want to change the itinerary or plan, the local escort and the full escort should first reach an agreement through consultation, then explain it to the leaders and influential figures in the tour group realistically and sincerely apologize for their understanding; And put forward feasible scheme opinions, discuss with them, strive for their recognition and support, and strive for a satisfactory solution. Don't be like an ordinary business relationship. When you get a money ticket, your attitude will suddenly change. It is human nature to make mistakes. Everyone makes mistakes, and everyone doesn't want to make mistakes. When a person makes a mistake, most people will feel guilty and blame themselves for it, so any blame and punishment from outside seems unnecessary. At this time, if we forgive others' unintentional mistakes, we will get sincere thanks from others, thus establishing good interpersonal relationships. In the practice of tour guides, for those tourists who come back late or say the wrong thing, tour guides should be kind to others and change their hearts; Be tolerant,

Be good at forgiving others. Helping others to understand their mistakes in one step is more convincing and respected by others than asking questions in public.

Care and comfort:

In the process of customer service, learn to care about everyone, treat all tourists equally in service words and deeds, be objective and fair, and achieve better communication results. Tour guides should care about everyone in the tour group, especially the disadvantaged groups among tourists. For example, a few tourists who lack humility and friendliness are always the first to grab the front row or window seat, and even take the first seat as the standard, which becomes a fixed seat mode for the whole trip. In this case, the tour guide can make institutional arrangements before boarding the bus for the first time, or ask the elderly tourists to sit in the front window or take turns. This not only protects the weak, but also reduces the possibility of intensification of contradictions. When you are away from home, you will inevitably encounter something unsatisfactory and need comfort from others. When communicating with tourists, tour guides can choose different appeasement methods according to different scenes. The key to comfort lies in restoring psychological balance, including giving sympathy or finding comparative advantages through historical comparison and horizontal comparison.

For example, when traveling is inconvenient due to rare bad weather, the tour guide can compare it with the bad weather experienced by himself or others in his career. Of course, tour guides should always take a positive and comforting approach, and build up tourists' confidence in their future trips by means of "a blessing in disguise, a blessing in disguise" and "looking forward to beautiful scenery".

Compliments and compliments:

Communication and interaction is a two-way interaction, and both sides can get some compliments from each other and achieve mutual rewards. The tour guide takes the group to explain, which needs the encouragement and applause of tourists. Similarly, tourists also need greetings and compliments from tour guides. Giving a certain degree of flattery and praise to tourists' words and deeds to cater to tourists' tastes can achieve good interpersonal relationships, because ordinary people are eager to get compliments from others.

Extraordinary service:

Tour guides provide extraordinary services, not only the communication of movements, but also the communication of emotions. This is the best way to communicate. When tourists propose to do their own shopping, tour guides can have various service representations, telling them the main shopping places, business hours and travel modes. It is another matter to remind tourists to pay attention to shopping safety when shopping. Both of the above are mechanical passive services. If the tour guide gives up the rest to accompany the guests to shop, it is extraordinary service. There are many extraordinary services. For example, if you meet a tourist's birthday or wedding anniversary on the way, the tour guide can congratulate them in time according to the relevant information held by the travel agency in advance, and send them a bunch of flowers, a greeting card, a small gift or even a small celebration on behalf of the travel agency, which is not only a congratulations to the parties, but also an opportunity for the whole group to share happiness.