d2.ttg.cl3.16 slide 1. prepare and present tour commentaries this unit comprises four elements: 1....

PREPARE AND PRESENT TOUR COMMENTARIES

D2.TTG.CL3.16

Slide 1

Prepare and present tour commentaries

This Unit comprises four Elements:

1. Prepare tour commentary information

2. Present scripted commentary

3. Respond to questions

4. Modify scripted commentary in response to unexpected events

Slide 2

Assessment

Assessment for this unit may include:

Oral questions

Written questions

Work projects

Workplace observation of practical skills

Practical exercises

Formal report from employer/supervisor

Slide 3

Element 1 – Prepare tour commentary information

Performance Criteria for this Element are:

Identify the commentary information that needs to be conveyed

Research the selected commentary information that needs to be conveyed

Classify commentary information that has been gathered according to identified customer need

Develop themes for the commentary information that needs to be conveyed

(Continued) Slide 4

Element 1 – Prepare tour commentary information

Prepare draft scripts for commentary information that needs to be conveyed

Trial draft scripts

Revise draft scripts

Learn ancillary information

Slide 5


A tour commentary refers to information provided by the Tour Guide to tour group members as part of a tour

It has two elements:

Scripted commentary

Non-scripted information

Slide 6


Scripted commentary does not refer to:

Handout materials provided to customers before and/or during the tour

DVDs/videos

Information provided by ‘other people’ who contribute to the delivery of the tour experience

Slide 7


Identifying what is required for a commentary will vary depending on the type of tour to be conducted – there are two types of tours to consider:

Regular/scheduled tours

Custom/private tours

Slide 8


Ways to identify what is required for regular/scheduled tours:

Reading advertising/promotional materials for the tour

Reading the customer itinerary for the tour

Joining tours already developed as a tour group member

Obtaining a copy of the script being currently used

(Continued)

Slide 9


Speaking with management

Using personal knowledge of the tour route and destinations/inclusions coupled with common sense to determine what should be communicated

Reading feedback from past tour group members

Taking tours provided by competitors/other Tour Operators to see what they do and listen to their commentaries

Slide 10


Commentaries for one-off (custom/private) tours:

Must be developed on an individual basis

May incorporate content used in other tours

Slide 11


Ways to identify content/information required for one-off tours include:

Talking to the client to determine their specific needs, wants and preferences

Speaking with organisational staff who negotiated the contract with the client for the tour to determine what they promised/said would be delivered

(Continued)

Slide 12


Reading contracts which exist in relation to the tour

Talking to management to find out what they want and gain insight into their thoughts for the tour

Contacting expected tour group members to work out what they want and/or what they are expecting

Slide 13


Tour topics:

Potential list is endless

Different groups have different needs

Topics provide the basis for theme/s

Commentaries must relate to the topic/s

Slide 14


Tour objectives:

Flow from the topics

Need to be accommodated when preparing commentaries

May include education, an experience, relaxation, fun, celebration of an event/date

Tours can have more than one objective

Slide 15


A common mistake made by those new to preparing tour commentaries is for them to assume they already know all the information needed

This is usually wrong as most commentaries demand:

Coverage of more topics than most people know about

More detail than ‘general knowledge’ normally provides

Updating of information

Slide 16


Those preparing scripted commentaries MUST:

Undertake targeted research

Use a combination of research options

Take notes when/as they do the research

Slide 17


It is essential research for tour commentaries generates information which is:

Relevant

Accurate

Comprehensive

Current

Slide 18


Research options:

Reading promotional materials from destinations and attractions

Talking and listening to:

Communities to be visited/involved

Site guides at destinations

Local Visitor Information Centre

Other Tour Guides

(Continued)

Slide 19


Organising and analysing personal knowledge to identify gaps in knowledge which need to be addressed

Monitoring the local media:

Print-based

Electronic

(Continued)

Slide 20


Undertaking internet research

Visiting sites, destinations and attractions

Sites

Destinations

Attractions

Slide 21

Classify commentary information gathered according to identified need

Classifying information involves:

Organising facts into discrete sections

Arranging information under nominated headings

Ordering statistics in date or time sequence

Contrasting one set of data to another set for the purposes of comparison

Grouping like/similar facts and detail/s

Indexing the information obtained

Slide 22


As part of this process:

The basic information obtained as a result of research needs to be classified into separate (‘discrete’) categories/groups

There MUST be a strong and direct link between these categories/classifications and the identified need for the tour/of the tour group

Slide 23


Categories might relate to:

Geographic origin – with reference to:

Differences between relevant countries across a range of topics – weights and measures, temperature, speed, currency

Terminology and idiom

Knowledge of basic facts of other countries

(Continued)

Slide 24


Cultural background – in relation to:

Religion; Race and ethnicity

Social status; Food and beverages

Beliefs and known behaviours

Age – in terms of:

Language/terms used

References used in the commentary

(Continued)

Slide 25


Education level of tour group

Special interests of participants

Lessons learned from feedback from previous tour groups

Slide 26


Most tours are themed:

A theme is a standard thread that runs through the tour

A themed tour may also be known as a ‘special interest tour’

Most tours have multiple themes

Topics and objectives form the basis for themes

Slide 27


The basis for developing themes should be:

Identified customer need

Unique characteristics of the tour group

(Continued)

Slide 28


Seasons of the year

Time of day

Gaps in the marketplace

Slide 29


The inclusion of interpretive activities’ and techniques should be considered for inclusion in the tour and/or commentary as part of the planning process

These can include:

Role playing

Different voice techniques

Story-telling

(Continued)

Slide 30


Games and activities

Demonstrations

Participant interaction

Sensory awareness exercises

Use of visual aids, support materials and props

Use of AV equipment and technologies

Slide 31

Prepare draft scripts

Preparing and presenting a scripted commentary comprises:

Prepare a draft commentary

Trial/practice the draft

Revise and refine it as required on the basis of the trial

Practice the revised commentary

Present the scripted commentary

Slide 32


Those with responsibility for preparing scripts are advised to:

Obtain sample copies of scripts for other/previous tours

Talk to other people/Tour Guides who have developed scripts for tour commentaries

Slide 33


Principles and actions to be followed when developing draft scripts:

Realise the process requires significant time

Ensure currency and accuracy of information

Ensure information is comprehensive and relevant

(Continued)

Slide 34


Include necessary safety and security information

Order material in a logical sequence – Introduction; Body; Conclusion

Prepare ‘sufficient’ information

(Continued)

Slide 35


Use/include appropriate interpretive techniques and presentation styles

Choose and use appropriate language and terms/expressions

(Continued)

Slide 36


Take care to avoid giving unintended offence

Match length of script to activities, travel time and tour duration

Provide a mix of quantitative and qualitative information

(Continued)

Slide 37


Write from the point of view/perspective of the tour group

Involve others in the writing process

Slide 38

Trial draft scripts

Advice for trialling draft scripts:

Speak the script out loud

Conduct an off-tour timed trial

Conduct an on-route/on-tour trial

(Continued)

Slide 39

Trial draft scripts

Tape the trials – for playback and analysis

Present to colleagues – for their feedback

Involve the client – for custom/private tours

Slide 40


Important points:

All scripts will require revision

Identified issues MUST be addressed, not ignored

Valid feedback should provide the basis for change

Multiple revisions may be needed

Slide 41


Practical action in revising draft scripts:

Add supplementary information

Delete, revise or update material

Remove inappropriate, offensive or irrelevant content

Correct spelling and grammar

Trial the revised script

Slide 42


Tips for practicing the script:

Reading it out aloud – many times

Presenting the script in situ

Asking trusted colleagues to play the role of tour group members to provide feedback

Slide 43


Ancillary information is required by Tour Guides so they can provide the ‘non-scripted’ portion of the commentary

This is necessary to:

Provide more context

Describe additional features/items/areas

Answer questions

Provide extra detail on emerging topics

(Continued)

Slide 44


Demonstrate professionalism

Build credibility

Promote other businesses, activities or regions

Expand on scripted information

Meet expectations of tour group

Slide 45


Ways to learn ancillary information:

Actively studying all the material generated during the initial research stage

Conducting some personal test activities

Writing additional scripts

(Continued)

Slide 46


Creating different ways of presenting the same information

Engaging in a range of activities which will allow personal knowledge to be updated

Slide 47

Summary – Element 1

When preparing tour commentary information :

Realise there is a scripted element plus an unscripted component to all commentaries

Identify tour group, if possible, and their needs, wants and preferences

Prepare new commentaries for all custom/private tours

Use established and approved scripts for the commentaries for regular/scheduled tours

(Continued) Slide 48


Determine objectives and themes for all tours where scripted commentaries are needed

Research everything to be included in the script to ensure accuracy, currency and comprehensiveness of content (information and statistics)

Classify research data into appropriate categories to assist with planning/writing the script

Match content of script to identified customer needs

(Continued) Slide 49


Factor in any known information about the profiles of tour group members

Develop themes for the script/tour

Include/consider using interpretive activities in the commentary/tour

Prepare and trial a draft script with supportive colleagues/friends

(Continued)

Slide 50


Use prepared scripts as a model for what is done

Obtain constructive feedback and revise draft as required on basis of legitimate feedback

Produce a revised draft, re-test/trial and confirm

(Continued)

Slide 51


Practice and share the script with relevant others

Obtain necessary resources to enable/support the script

Learn extra information necessary to underpin the commentary as part of the unscripted component

Slide 52

Element 2 – Present scripted commentary


Deliver prepared scripted commentaries

Apply appropriate interpretive techniques to supplement the commentaries

Use appropriate equipment and technology to deliver the commentaries

Slide 53

Deliver prepared commentaries

Essential pre-tour requirements:

Correct grooming and personal presentation

Be at the muster point before the customers

Provide a verbal welcome

Introduce self and explain role

(Continued)

Slide 54


Identify the tour about to be conducted

Thank people for being there

Smile

Make other necessary/required introductions

Check tickets

Slide 55


Communication strategies when delivering scripted commentary:

Be seen/be visible

Face the group

Speak loud enough to be heard – or use amplification

Remain enthusiastic

Match commentary to sights and destinations

(Continued)

Slide 56


Focus delivery on the entire group

Communicate at a level appropriate to the group/audience

Seek feedback from the group throughout the presentation

(Continued)

Slide 57


Encourage and respond to questions

Make the commentary a unique event

Present the commentary as written – in terms of content to be covered

Add comments/unscripted comment and information as necessary/as things arise

Know when to be quiet

Slide 58


Consider developing a personal style (flair, personality and showmanship) as a Tour Guide – issues to consider:

Employer protocols/requirements or restrictions

Personal style needs to support and enhance the tour not dominate or detract from it

Any known profiles of the tour group

Dress and personal appearance

Speech, speech patterns and the way the voice is used

Nature and extent of interaction required

Slide 59

Apply interpretive techniques to supplement the commentaries

Concept of ‘interpretive guiding’:

Uses interpretive activities and presentation techniques

Enhances the tour experience

Goes beyond simple provision of information

Must be planned and prepared

Seeks to interprets topics/areas which are the focus of the tour

Slide 60


Interpretive guiding can be applied to:

Flora and fauna

Domestic and farm animals

History and heritage

Culture, arts and entertainment

Sport and recreation

The general natural environment

The built environment

Festivals, seasons and religious observances

Slide 61


Interpretive guiding seeks to:

Give local and cultural context

Conduct appropriate and meaningful activities

Contextualise the tour/experience

(Continued)

Slide 62


Generate respect and appreciation

Provoke and encourage intellectual activity

Bring the tour to life

(Continued)

Slide 63


Build relationships

Provide examples and illustrations

Facilitate understanding

Slide 64


Examples of interpretive activities:

Role playing

Different voice techniques

Story-telling

Games and activities

Demonstrations

(Continued)

Slide 65


Participant interaction

Sensory awareness exercises

Use of materials

Use of technology

Identify further links/sources where people can obtain more detail

Slide 66

Use appropriate equipment and technology to deliver commentaries

Many options for AV equipment exist and what is used/available will depend on:

What the Tour Operator has

Locations where the commentary is to be delivered

Size of the group

Special requests

Slide 67


Possible equipment:

Microphones

Megaphones

Laser pointers

Sound systems

Lecterns

Integrated AV systems

Slide 68


Basic operational advice:

Learn about the item/technology/system before starting to use it

Practice

Record self and listen to playback

Slide 69


Get feedback from colleagues

Check items before using them

Slide 70


Basic microphone techniques:

Follow directions in relevant User Guide

Test before using – do a sound check

Do not blow into or tap the mic

Hold the mic firmly

Speak at normal volume

(Continued)

Slide 71


Keep mic constant distance from mouth

Speak clearly

Concentrate

Avoid feedback

(Continued)

Slide 72


Protect the mic from wind

Increase volume level if required

Turn it off when not being used

Slide 73


‘Self-tours’:

Are being used by some operators

Replace the need for Tour Guides

Save money for operators

Do not suit all types of tours

Slide 74


Additional presentation techniques:

Repeat parts of the commentary

Be prepared to paraphrase/re-phrase

Vary the pace

Point and use hand gestures

(Continued)

Slide 75


Interact and engage with the group

Be alert to and address barriers to communication

Check for understanding of what has been said/seen

Use extra staff if necessary

Address any emotional barriers which may be present

Slide 76


When presenting scripted commentary:

Prepare for the presentation

Make sure personal presentation is correct

Arrive early

Check the sound/amplification system

(Continued)

Slide 77


Check tour member tickets if required

Give pre-tour briefing, if appropriate/planned

Use standard communication and interpersonal techniques

(Continued)

Slide 78


Be enthusiastic

Follow the script

Make each commentary is fresh and a unique event

(Continued)

Slide 79


Develop personal flair, style and showmanship

Apply the interpretive techniques, styles and activities identified as part of the planning process

Use appropriate technology to assist with commentary delivery

Slide 80

Element 3 – Respond to questions


Encourage questions from customers

Answer questions

Follow-up on questions that cannot be answered at the time

Slide 81


Tour Guides need to encourage questions from tour group members because:

This is what separates a guided tour from anything else/a self-tour

Management/employers expect or require it

The tour group expect this

(Continued)

Slide 82


It leads to greater customer satisfaction which in turn leads to return/repeat business and referrals from satisfied customers

The practice is a sure way of engaging and interacting with people which builds credibility and rapport

Slide 83


Ways to encourage questions:

Verbally state they are encouraged

Give a positive response to all questions

Provide detailed answers

Make answers relevant

(Continued)

Slide 84


Involve other tour group members in the answers

Invite extra questions

Ask questions of the tour group

Use humour

Ensure supporting body language

Slide 85


It is vital to remember:

The Tour Guide is not/must not be the focus of the tour

The focus must be the tour and the inclusions

Slide 86


Ways to involve participants in the tour:

Ask ‘open’ questions

Listen to and act on feedback received

Allow participants to contribute their knowledge and acknowledge (and control, where necessary) this input

Acknowledging contributions and thanking people for their contribution

Slide 87

Answer questions

Advice for answering questions:

Thank people for asking them

Mention the person’s name when responding

Smile

Use polite and respectful language

(Continued)

Slide 88

Answer questions

Answer the question directly

Make sure any personal opinion is identified as such

Present answers to the best ‘target’

Check response has addressed the need/satisfied the person who asked the question

Slide 89


In relation to answering on-tour questions:

No-one can ever know the answers to all the questions they will be asked

Even the most comprehensive research will result in gaps in knowledge

It is important not to get upset about not knowing

It is important to have a plan on how to deal with situations which will occur

Slide 90


When responding to questions that cannot be answered:

Follow employer protocols

Apologise

Maintain a positive orientation/positive relations

Give information on a related topic if possible and/or appropriate

(Continued)

Slide 91


Refer the question to the rest of the group – can they answer it?

Refer customers to a possible source of information

Make arrangements to follow-up after the tour

Slide 92


When responding to questions:

Encourage the group and individuals to ask questions

Demonstrate questions are appreciated

Thank people for their questions

(Continued)

Slide 93


Respond positively to those who ask questions

Be prepared to ask questions of the tour group

Invite extra, supplementary and follow-up questions

(Continued)

Slide 94


Realise the focus of the tour must be the tour group members and not the Tour Guide

Involve and engage people as part of the ‘Question and Answer’ process

Give direct answers which are accurate, comprehensive, relevant and provide current information

(Continued)

Slide 95


Never lie when giving answers

Make it clear when the answer contains a personal opinion

Apologise if a question cannot be answered

Make alternative arrangements (if required or appropriate) to follow-up on unanswered questions

Slide 96

Element 4 – Modify script in response to unexpected events


Amend the scripted commentary as unexpected events demand

Factor in unexpected events into existing and future standard script commentaries

Slide 97


Unexpected events can be classified as:

Negative events

Positive events

Slide 98


Unexpected events can be caused by:

Weather, strikes or luggage problems

Mechanical problems or equipment failure

Theft, injury or accident

Inappropriate participant behaviour

Sudden closure of sites

Poor road conditions and/or high traffic flow

Congestion

Slide 99


Activities to address unexpected events:

Advise tour group early

Determine how to respond

Inform group of new arrangements

Replace exclusions with similar inclusions

(Continued)

Slide 100


Omit non-essential commentary and focus on ‘must know’ information

Speed up pace of delivery

Abandon scripted commentary

Limit number of questions from customers

(Continued)

Slide 101


Deliver commentary without sound system if technology fails

Be positive and ‘sell’ new arrangements to group

Advise management/Tour Operator and relevant stakeholders

Ensure tour group needs are met to best extent possible

(Continued)

Slide 102


Cancel/amend upcoming similar tours – if necessary

Adhere to personal ‘scope of authority’ for action

Always remember ‘cost’

Slide 103


Positive unexpected events:

Special sightings of wildlife which do not normally occur

A unique natural weather or other event

An unexpected occurrence of any type which does not pose a risk/threat

Opportunities for engagement with an activity which is not scheduled but has been risk assessed/undertaken previously

Slide 104


Adjusting commentary for a positive event may require:

Stopping, pausing or delaying the tour

Adding information, context and detail about the event

Joining the group in wondering at/appreciating the surprise event

(Continued)

Slide 105


Telling people how rare the event is

Explaining why the event is so rare

Omitting some other aspect of the commentary – to make up time (if necessary)

Slide 106

Factor in unexpected events into standard scripted commentaries

Matters which can cause need for change:

Systems failure

Injury, accident or death of customer, staff or public

Continuing adverse weather

Regular/ongoing incidences of unacceptable and/or dangerous behaviour

Negative impacts on cultural considerations

Any situations which impact any aspect of the itinerary

Re-assessment of customer needs, wants and preferences

Slide 107


Options for change may include:

Replacing inclusions with similar destinations/activities

Adjusting timing

Changing ticket prices

Updating promotional materials/advertisements

(Continued)

Slide 108


Conducting necessary risk management for new inclusions

Obtaining management approval for change/s

Revising/re-writing and re-learning scripted tour commentary

Communicating changes to others

Slide 109


When modifying scripted commentaries in response to unexpected events:

Incorporate relevant information into the commentary

Highlight the nature and uniqueness of unexpected events

Provide relevant explanation and descriptions

Modify the scripted commentary, if necessary, to accommodate the new information

(Continued)

Slide 110


Ensure the timing of the itinerary and the finishing time of the tour is maintained whenever possible

Advise tour group members when the itinerary needs to be adjusted explaining why and how

Make suitable substitutions where there is a need for inclusions shown on the itinerary to change

(Continued)

Slide 111


Make decisions about action to take in response to an unexpected event based on a mixture of common sense, industry and local knowledge and the contingency and emergency plans provided by the Tour Operator

Adjust standard scripted commentaries where unexpected events present an ongoing impact for tours

Alter advertising, itineraries and/or ticket prices to reflect changes made to the tour in response to unexpected events

Slide 112

d2.ttg.cl3.16 slide 1. prepare and present tour commentaries this unit comprises four elements: 1....

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