Powerful psychological forces shape group behavior. Understanding these curious but usually predictable forces can enable a guide to turn them to his /her advantage.
The group managing strategies required of an escort is not difficult to learn. Good tour managing tactics parallel good parenting skills.
In managing group behaviour a guide must be:
- A Guide Must be Fair:
An escort must parcel out attention equally to all tour members.
- A Guide Must Praise a Tour Groups’ Behaviour
- A Guide Must be Firm When Facing Disruptive Behaviour:
- Out of every three tours conducted, at least one will have a passenger whose purpose seems to be to make life difficult for the guide. As an escort what should you do?
- First, consider if the compliant is justified. If it is, then solve the problem or at least explain that you are working on it.
- You will have to be diplomatic but firm, explaining in a private and discreet moment that you have done all you can and that the person will have to accept things the way they are.
A Guide Must Exercise Leadership Willingly and Wisely:
Guides, though they are members of the travel service industry, should not be reluctant to exercise their authority; their groups expect them to. On the other hand, that authority must be restrained; over control is not the answer. A guide is neither an over bearing dictator nor a meek servant, but a leader who is mindful of the needs of tour participants.
A Guide Must Adjust Strategies According to Each Group And Situation:
Flexibility is a key word when it comes to managing group behaviour. Tour leaders who treat each group in exactly the same way, who ignores the subtleties of unfamiliar client feedback, soon find that their strategies are not the best.
Other Important Information
- Be Sure to give your group any relevant instructions in advance, such as safety instructions, and the appropriate behaviour in places such as Museum, and Churches.
- Check to know how many clients are in a group and recount after any stop. Do not rely on others or make a summary guess. Leaving one person behind at an isolated spot could have disastrous results.
- Give thought to where roads should be crossed and take responsibility for seeing all clients across the road, in particular pointing out from which direction traffic is expected.
Cultural Sensitivity
Informed sensitivity to foreign cultural differences can prove vital to tour guides, especially those who deal with foreign groups. Cultural knowledge smoothes interactions with foreign nationals, helps adjust expectations and provides a rich source for bus narration. Above all, a tour Guide/Manager must remember that he or she serves as an ambassador of culture – that he/she is the (insert country) citizen a visiting foreign group will come to know.
Ethnocentrism and Stereotyping
The term most relevant to any discussion of cultural interaction is ethnocentrism. Ethnocentrism is defined as the belief that one’s culture is superior to all others example Americans may fell that they are superior to all others.
Stereotyping, the tendency to believe that an unvarying pattern or manner marks all members of a group for example individuals from other countries may believe that all (insert country) smoke marijuana.
Certain supposed cultural traits have no validity at all and are in fact dangerous. Tour guides who deal frequently with foreign nationals should avoid ethnocentrism and stereotyping.
1. Tourist Guide Handbook
Caribbean Tourism Development Programme – financed by the European Union from the Resources of the VI European Development fund.
3. TOUR GUIDING AND THE ROLE OF PROFESSIONAL GUIDES
The Art of Presentation and Interpretation