Communication in Tour Guiding 5.

To EVALUATE THE SERVICE

Communication is the reciprocal sharing of verbal and
non-verbal information following a set of rules.
COMMUNICATION PROCESS
The process of communication involves a source
that uses a channel to deliver a message to the receiver
and this message produces an effect and feedback
(Black and Bryant 1992, in Flor and Ongkiko 2006)
S M C R E intended effect. In tourism, the ultimate intended effect
FEEDBACK
The SOURCE is where the information comes from. The
MESSAGE is the information relayed from the source to
the receiver. The CHANNEL refers to the tool through
which the message is relayed. The RECEIVER gets the
message and executes the EFFECT.
Collecting feedback from guest is important
because this will serve as basis for improving
services. There are several ways to gather
feedback one is response may be gathered
simply by asking questions about the guests’
interests and whether their expectations are
met during and after the tour.
IMPORTANCE OF COMMUNICATION IN TOUR GUIDING
Knowing the essential part of communication is
how well the message is understood and creates the
is customer satisfaction. The TG need good
communication skills to describe the tourist attraction,
remind tourists of the tour schedule.
Purpose of Example from the Dialog
Communication
1. To inform

COMMUNICATION BARRIERS
CLASSIFICATION 2. To clarify
1. Physical Barriers – include channel and
environment factors.
Ex. Of Channels 3. To promote
Microphones, Telephones, and Radios
Environmental Factors in potential disruption
Noise, brightness and temperature. 4. To build
2. Socio-psychological Barriers relationship
Includes differences in pronunciation,
meanings, emotional, blocks like stress and 5. To evaluate
“communicators role and stature within a
group” (Flor and Ongkiko 2006)

PURPOSES OF COMMUNICATION IN TOUR GUIDING

1. To INFORM
It is the guide duty to inform the guests of the
tour schedule; where the tour group is going
and at what time, what to wear or bring, and
what to expect. To inform also about the
attraction, places of interest, their history and
significance.
2. To CLARIFY
Tourist come from different cultural
backgrounds and as such, meanings, symbols
and pronunciations may differ and affect
communication.as a tour guide, part of his/her
role is to break those barriers and promote
understanding through clarification.
3. To PROMOTE
A tour guide does not only represent oneself
but the company and the country as well.
Promotion is necessary to improve the guests’
perspective and help them plan their next visit
and in the process, help spread the benefits of
tourism as well.
4. To Build Relationship
As a tour guide, you will not only interact with
your guests. It is also your duty to liaise with
tourism suppliers, including your colleagues in
the travel trade. Effective communication helps
build lasting interpersonal relationships with Communication in Tour Guiding
customers, colleagues and suppliers
Communication is the reciprocal sharing of verbal and
non-verbal information following a set of rules.
COMMUNICATION PROCESS
The process of communication involves a source
that uses a channel to deliver a message to the receiver
and this message produces an effect and feedback
(Black and Bryant 1992, in Flor and Ongkiko 2006)
S M C R E how well the message is understood and creates the
FEEDBACK
The SOURCE is where the information comes from. The
MESSAGE is the information relayed from the source to
the receiver. The CHANNEL refers to the tool through
which the message is relayed. The RECEIVER gets the
message and executes the EFFECT.
COMMUNICATION BARRIERS
CLASSIFICATION
1. Physical Barriers – include channel and environment
factors.
Ex. Of Channels
Microphones, Telephones, and Radios
Environmental Factors in potential disruption
Noise, brightness and temperature.
2. Socio-psychological Barriers
Includes differences in pronunciation,
meanings, emotional, blocks like stress and
“communicators role and stature within a
group” (Flor and Ongkiko 2006)
Collecting feedback from guest is important
because this will serve as basis for improving
services. There are several ways to gather
feedback one is response may be gathered
simply by asking questions about the guests’
interests and whether their expectations are
met during and after the tour.
IMPORTANCE OF COMMUNICATION IN TOUR GUIDING
Knowing the essential part of communication is
intended effect. In tourism, the ultimate intended effect
is customer satisfaction. The TG need good
communication skills to describe the tourist attraction,
remind tourists of the tour schedule.
Purpose of Example from the Dialog
Communication
6. To inform
7. To clarify
8. To promote
9. To build
relationship
10. To evaluate

PURPOSES OF COMMUNICATION IN TOUR GUIDING

1. To INFORM
It is the guide duty to inform the guests of the
tour schedule; where the tour group is going
and at what time, what to wear or bring, and
what to expect. To inform also about the
attraction, places of interest, their history and
significance.
2. To CLARIFY
Tourist come from different cultural
backgrounds and as such, meanings, symbols
and pronunciations may differ and affect
communication.as a tour guide, part of his/her
role is to break those barriers and promote
understanding through clarification.
3. To PROMOTE
A tour guide does not only represent oneself
but the company and the country as well.
Promotion is necessary to improve the guests’
perspective and help them plan their next visit
and in the process, help spread the benefits of
tourism as well.
4. To Build Relationship
As a tour guide, you will not only interact with
your guests. It is also your duty to liaise with
tourism suppliers, including your colleagues in
the travel trade. Effective communication helps
build lasting interpersonal relationships with
customers, colleagues and suppliers
5. To EVALUATE THE SERVICE