18 Questions
What are some examples of common and easy to understand gestures?
Waving, pointing, using fingers to indicate numerical amounts
What is the term used to describe a close and harmonious relationship where people understand each other's feelings and communicate well?
Rapport
How can eye contact be used in communication?
To give and receive feedback, to let a partner know when it's their turn to speak, to communicate something about a relationship
What do the four distances associated with personal space represent in Western society?
Different types of relationships: intimate, personal, social, public
What are some strategies to overcome anxiety when speaking in public?
Focus on one person, accept the audience's desire to like you, view nervousness as an ally, know that experience lessens fear, take strength in your knowledge
Why is it important to consider non-verbal codes expressed in different ethnic groups in today's multicultural society?
To understand and respect cultural differences in communication
Why should a tour guide never share a company's trade secret or internal problems with the clients?
To maintain trust and integrity.
What is the importance of maintaining a business-like and socially acceptable demeanor as a tour guide?
To build trust with clients and maintain a professional image.
Why is it essential for a tour guide to treat all tour members or travelers with equal time, attention, and dignity?
To ensure fairness and provide a positive experience for all clients.
What should a tour guide do if conflicts arise between them and the driver?
Resolve conflicts discreetly, without involving the clients.
How can a tour guide build a strong relationship with clients?
By connecting with people, even when not selling.
Why is communication considered an art in the context of being a tour guide?
Because it is creative, persuasive, and dynamic.
What does mirroring mean in the context of handling queries?
Establishing similarities to develop a comfort zone
How should you mimic a person's speech when handling queries?
Copy their accent slightly and mimic the depth of their voice
What technique should be used to create a hypnotic synchronization during a conversation?
Breathe like they breathe
Why is it important to match the rate of speech when handling queries?
To establish rapport and connection
How should you respond after someone speaks in handling queries?
Repeat a brief synopsis of what they said and then approve
How should you approach a conversation in handling queries?
Assume you already have rapport with the person
Study Notes
Non-Verbal Communication
- Gestures are direct and obvious body language signals, including waving, pointing, and using fingers to indicate numerical amounts.
- Eye contact is used to give and receive feedback, indicate when it's someone's turn to speak, and communicate about relationships between people.
Physical Presentation
- Cleanliness, hair, confidence, smile with eyes, and posture all contribute to a positive physical presentation.
- Personal space and closeness vary across cultures and are learned from the society in which one grows up.
Building Rapport
- Rapport describes a close and harmonious relationship where people understand each other's feelings and communicate well.
- Building rapport in a multicultural society requires considering non-verbal codes across different ethnic groups.
- In Western society, four distances are associated with four main types of relationships: intimate, personal, social, and public.
Overcoming Anxiety
- Fear dampening strategies include focusing on one person, accepting the audience's desire to like you, viewing nervousness as an ally, and knowing that experience lessens fear.
Tour Guiding
- Introduce the step-on guide by name and acknowledge their expertise.
- Stay with the group and maintain objectivity and diplomacy.
- Treat all tourists with equal time, attention, and dignity.
Interpersonal Relationships
- Relationships are built on trust, integrity, and a professional demeanor.
- Maintain confidentiality and avoid sharing company secrets or internal problems with clients.
- Always appear neat and clean, and maintain a business-like attitude.
Art of Communication
- Communication is an art that is creative, fluid, persuasive, and dynamic.
- As a tour guide, communication is the main tool for informing and guiding guests.
Mirroring and Mimicry
- Mirroring involves establishing similarities to develop a comfort zone.
- Mimicry involves copying the customer's tone, pace, and accent to build rapport.
Synchronization and Matching
- Synchronize breathing with the customer's to create a hypnotic effect.
- Match the customer's rate of speech and cadence.
- Repeat and approve what the customer says to show understanding.
Public Speaking Techniques
- Check the microphone volume and quality before starting a presentation.
- Encourage tourists to inform you if the audio becomes bad during the tour.
Test your knowledge on nonverbal communication signals such as gestures, eye contact, and physical presentation. Learn about the importance of body language in conveying messages and establishing relationships.
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