1. Module three Tour Guiding Process and Skills This publication has been produced with the financial assistance of the European Union. The contents of this publication are the sole responsibility of SNV/ ILO and can in no way be taken to reflect the views of the European Union. For more information on EuropeAid, please visithttp://ec.europa.eu/europeaid/

2. Attraction sites information 1.Opening and closing time 2.On-site activities 3.Background information. 34 Name: please put in the name of the site Opening Time: 7 am Closing Time: 6 pm (9 pm on Sunday) Onsite Activities: Sightseeing, Hiking

3. Activity 8: ID test: Travel documents & items Participate in an Identification Test 35

4. Checking travel documents 1.Tour program 2.Tickets 3.Service confirmation vouchers 4.Directory of service suppliers 5.Travel permits 6.Group list 7.Welcome sign 8.Rooming list 9.ID card/ Passport 10.Cash 36

5. Necessary items 1.Smart clothes 2.Walking shoes and socks 3.Hats or scarfs 4.Sun glasses 5.Bags and suitcases 6.Sleeping bags 7.Binocular 8.Camera 9.Water bottles/ heater 10.First-aid kit 11.Anti-mosquito creams or sprays 12.Loud speaker 13.Flag 37

6. Receiving Tourists Topic four 38

7. Activity 9: Brainstorming “First Impressions” What is a first impression? What is the importance of the “first impression”? How to create first impressions? 39

8. How to make the first impression? Punctuality Hygiene and neat appearance Polite and natural standing Friendly smile Eye contact to everyone Greeting warmly 40

9. Public speaking Speak loudly and clearly Use intonation and inflection Smile Eye contact None-verbal communication Involve your audience 41 Good morning Afternoon Evening Welcome Ladies Gentlemen Happy Glad

10. Activity 10: First meet introduction Watch a video clip on self- introduction of tour guide when they first meet their client. Discuss what a local guide should talk with guests when they first meet? What are essential attitudes? 42

11. First meet introduction Greeting Introduce yourself Briefing itinerary Key elements of tour Regulation and safety issues Remind what to bring 43

12. First meet introduction Itinerary: where to go 44 Tour elements: Attractions Tour elements: Activities Tour elements: Foods

13. First meet introduction Remind what to bring 45 What to Bring ? A. _________ B._________ C. _________ D._________ E. __________

14. Activity 11: Introduction exercise Divide into 2 groups. Each group discuss what they will say when they introduce themselves to their guests when they first meet Introduction can be both in Vietnamese and English Nominate 1 person from the group to act as local guide and introduce his/herself, itinerary, and so on 46

15. Guiding Tourists Topic five 47

16. Where group should stand Best view to observe sights Safety Under shade/ roof to avoid direct sunlight or rain No trouble to other groups Not being noisy Suitable distance to the object 48 1H 2H

17. Where group should stand Not in front of the object Stand next to object Facing to group Group can listen to 49

18. Activity 12: Identify a right position Watch the trainer demonstrate the standing position of the tour guide and the group in front of a sample tourist attraction in the training room. Practice your positioning while trainer coaches and comments on it. 50

19. Activity 13: Making presentation Trainer, in the role of local guide, demonstrates how to shares information with tourists, using information about a local attraction. 51 Learners play the role of tourists and comment after the demonstration is completed.

20. Making a presentation: Skills Balance information 52 Emphasize unique Involve audiences Giving comment

21. Activity 14: Practice session Participants work in pairs Each prepare a guide script for one tourism attraction. Two voluntary pairs/learner play role of local guides and make presentation using their guiding script. Remember to use techniques that you have learnt. Others play the role of tourists, listen and give feedback 53

22. Using a microphone Check if it is on Get a good grip Calm and steady tone Turn it together with your head Check your audibility Do not read the texts from pages 54 Hand held microphone Hand held microphone Headset microphone Headset microphone

23. Activity 15: Checking microphone: Trainer demonstrates how to use handheld and/or headset microphone. Learners practice checking and using microphone. 55

24. Activity 16: Tour group management Brainstorming: What happen if a guide can’t keep his/her tourists together on trip? Why tourists sometime don’t want to follow the group? How to keep the group together? 56

25. Keeping tourist together 1.Make regulation first 2.Check guests whenever moving 3.Clear and loud voice for concentrating guests 4.Using flag 57

26. Tour Closing Topic six 58

27. Tour Closing : Steps 1.Start farewell statement 2.Debrief the tour 3.Collect the feedbacks 4.Remind double check before leaving 5.Thank you & say goodbye tourist 6.Reporting 59 Farewell greeting Feedback Tips Reporting

28. Activity 17: Demonstration of feedback forms Your trainer will demonstrate feedback questions and rating methods using the standard form: Itinerary design Service Local guide General comments (excellent, good, average, poor/ icons using) 60

29. Feedback Rating Itinerary designing 61 Services Local guide General comments

30. Obtain feedback subtly Smartly start conversation Make group exciting Explain of feedback needs Ask tourist fill in feedback form 62

31. Activity 18: Asking for tourist feedback Work in pairs One plays the role of local guide, the other plays role of a tourist Practice asking tourist to give feedback. Exchange roles after completing 63

32. Accept tips Tips is often non-compulsive Never suggest for the tips Accept tips graciously even small value/money Always say thanks for tourists’ tips 64

33. Tour reporting Basic verbal reporting Writing a technical report Writing a customer report Giving back travel items Associated costs claiming 64

34. Thank You for your attention! The HITT Programme and its Contributors This series of materials has been produced in collaboration between the High Impact Tourism Training for Jobs and Income Programme (HITT) funded by the European Union and the International Labour Organisation (ILO) in Vietnam. These programmes and organisations contributed to the development and printing of this material and will be using these training materials to deliver High Impact Tourism Training to their respective target beneficiaries. The programme supports informal workers and potential workers from the tourism sector of Vietnam to enhance their productivity and professionalism, and to increase their employability and income opportunities. The HITT programme is implemented by the Netherlands Development Organisation (SNV) through the financial assistance of the European Commission (EC) Investing in People programme. This publication has been produced with the financial assistance of the European Union. The contents of the publication are the sole responsibility of the HITT Programme and can in no way be taken to reflect the views of the European Union. For more information on Europe Aid, please visit http://ec.europa.er/europeaid/