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Standards
of Performance
To
inform, entertain and care for visitors to Scotland,
and enhance their Scottish Experience.
- Ambassador: promote Scotland,
the agent and the STGA; dispel misconceptions about
Scotland.
- Adaptability : adjust commentary
to the needs of the group and involve the group.
- Confidence: believe in and demonstrate
guiding skills and control nerves, by being properly
prepared.
- Creativity : develop a personal
style and incorporate a variety of guiding techniques.
- Credibility : gain trust and
respect from colleagues and clients; use accurate
information and verify sources.
- Enthusiasm : show enthusiasm
about Scotland in commentary and in all communication
with clients, do not be boring.
- Integrity : respect the confidentiality
of clients and be aware of possible loyalty conflicts
between different client groups e.g. agents and
visitors; stick to itinerary.
- Perceptiveness : be aware of
comfort, knowledge level, interest and body language
of the group.
- Positive Attitude : respond to
situations as opportunities not problems and encourage
and accept feedback from clients and colleagues
- Professionalism : be supportive
of the aims and code of practice of the STGA and
support and respect colleagues and clients. Avoid
giving personal opinions about contentious issues
e.g. politics, religion.
- Punctuality : arrive at least
15 minutes before any meeting time with group and
ensure that timekeeping is maintained for visits
and the end of the tour.
- Safety: ensure the safety of
the group and yourself.
- Sense of Humour : be able to
laugh at yourself and situations and use humour
appropriately in commentaries; be aware of the pitfalls
inherent in joke telling and cultural differences
in sense of humour.
1. Dress appropriately for the occasion
- city guiding - tailored trousers
or skirt for ladies, with a jacket, tailored trousers
or kilt for men with jacket and tie;
- country or island guiding -
as for city but jackets may be replaced by smart
sweaters; weatherproof clothing and footwear,
depending on season;
- outdoor activities, appropriate
protective clothing for weather and conditions;
- be aware of personal hygiene
and condition of clothing.
2. Establish a welcoming rapport
with the group
- smile and greet the group with
the appropriate greeting;
- introduce yourself and the
driver;
- make a welcoming statement
which is relevant to the group and the situation
e.g. "Welcome to Scotland, I hope you had
a good journey";
- outline the tour and inform
the group of arrangements for breaks and likely
arrival times;
- inform them about heating and
ventilation arrangements on the coach;
- check numbers in the group;
- check names if appropriate;
- check if anyone has any questions
and if everyone understands.
3.1 Position group and self correctly
- Walking and Site Tours
- lead the group to the area
about which you intend to talk;
- do not guide while walking;
- inform the group about where
you are going;
- stand with your back to the
object you are talking about but not directly
in front of it so that it can be clearly seen;
- make use of natural windbreaks;
- be aware of the position of
the sun or need for shelter;
- be aware of traffic noise
- gather the group around you;
- face the group;
- stand tall, do not slouch or
lean on walls or vehicles;
- use open body language, do
not fold arms, do not keep hands in pockets;
- control hand and arm gestures;
- ensure that you can be heard;
- do not turn away from the group
while talking;
- be aware of the public and
of public access; do not block rights of way;
- be aware of the privacy of
individuals and property;
- be mindful of the protection
of the site e.g. use paths, do not touch objects;
- avoid moving the group unnecessarily;
- avoid long periods of standing
in cold or wet weather.
3.2 Use microphone correctly - Coach
Tours
- check that the microphone is
switched on and working;
- adjust volume for clarity and
interference;
- adjust position of microphone
for clarity, volume and interference;
- check that everyone can hear;
- ensure that you are not speaking
too loudly for the microphone and adjust the position
of the microphone according to feedback from the
group;
- keep the microphone with you
while talking and gesturing and do not allow contact
to be lost;
- avoid walking up the coach
with the microphone
4.1 Establish eye contact
- stand up and face the group
while making the introduction and scan the group
to ensure that you look at all the members of
the group;
- focus attention on the whole
group;
- do not leave anyone out;
- be aware of cultural differences
e.g. do not impose eye contact on Japanese visitors.
4 .2 Maintain eye contact - Walking
and Site Tours
- face the group; scan the group
throughout the commentary to ensure that you do
not leave anyone out;
- do not turn away while gesturing
at objects, buildings or areas.
5. Use voice correctly with a variety
of pitch and tone
- Ensure that you can be heard
by the whole group;
- be aware of your colleagues
and the environment and modulate the volume accordingly
when using the natural voice project your voice
and use correct breathing techniques;
- make use of natural features
to project sound e.g. walls;
- find areas where there is protection
from noise, where appropriate;
- vary your pitch and tone for
emphasis and to maintain interest;
- avoid lowering the tone of
your voice at the end of sentences;
- use a lively tone.
6. Use speech that is appropriate
and in a varied manner, pace, style and vocabulary
- use correct pronunciation;
- use clear simple language;
slow down from normal speech - the larger the
group, the slower the speech; articulate clearly;
- avoid or explain jargon or
technical vocabulary;
- make place names clear and
if necessary spell them;
- keep dates to a minimum;
- avoid over used phrases e.g.
"over there, on the right, at one o'clock;
- be enthusiastic and use your
sense of humour;
- avoid negative or suggestive
language;
- avoid making judgements or
stating personal opinions on controversial subjects.
7. Relate presentation to the immediate
environment and needs of the group
- be relevant - use the landscape
and explain what they can see;
- remember the Top Visual Priorities
and the Must Tells;
- use visual cues to assist with
non- visual information e.g. a site may spark
the story of a character;
- do not miss sites or visits
that are on the itinerary and clear any changes
with the tour operator;
- do not go into detail about
sites they will not see;
- do not launch into a long story
if you know an important site is coming up;
- be prepared to break off if
you get a question or if something attracts attention
e.g. a wedding, procession, plants, birds or animals;
- ensure that the presentation
is appropriate for the group e.g. make cultural
connections for the nationality you are guiding;
- make connections according
to their interests e.g. doctors may be interested
in medical history, children may have a project
to complete, tourism professionals may be interested
in hotels and attractions;
- use a variety of subjects in
your commentary according to the needs and interests
of the group e.g. Environment, Culture, Archaeology,
History, Art, Literature, Music, Scotland Today
as well as contemporary situations;
- use anecdotes and stories with
human interest, remember that they want to be
entertained as well as informed, use appropriate
humour.
8. Present clear and accurate information
- do not read notes, although
you may have them with you;
- be careful not to assume knowledge
or to talk down to the visitor
- research information and be
accurate about dates, place and facts;
- if telling a story or anecdote,
say that it is a story or one version of a story;
- make sure that your presentation
is planned and logical and chronological, a story
needs a beginning, a middle and an end.
9. Clearly give directions for visible
objects by word and or gesture
- do not talk about things once
you have passed them, if you miss something, leave
it out;
- in the coach, give clear indication
of important sites just before reaching them and
give clear directions when they are within sight
e.g. it is at 11 o' clock or it is coming up NOW;
- be careful about confusing
rights and lefts;
- avoid pointing out things that
cannot be seen by all the group e.g. in front;
- use colours, signs, materials
or larger objects to make things clear e.g. the
building with the red roof; when on foot clearly
point to the building, object or area that you
want them to see;
- use meaningful hand gestures.
10. Encourage safety
- sit down in a moving coach;
- inform group about safety,
use of seat belts, first aid kit and emergency
procedures;
- give driver adequate warning
of directions and be mindful of road conditions
and traffic restraints;
- be aware of driver's hours;
- warn group of hazards e.g.
while walking and on getting off the coach;
- avoid using doors on offside
of the coach unless in a safe area e.g. coach
park
- choose safe routes and use
crossings when walking;
- while walking control the group
and keep them with you;
- avoid walking backwards while
talking.
11. React appropriately to current
situations
- be prepared to adjust commentary
if road or other environment conditions make it
necessary to change plans or if the group expectations
or reaction indicate a reason to change;
- be aware of the group, they
may want to chat or sleep;
- deal with emergencies and crises
for both individuals and the group;
- stay calm in difficult situations;
- ensure that the driver and
group are aware of return times and meeting places
and give clear instructions;
- remember to count the group
before leaving.
12 .Encourage, repeat and answer
questions
- be approachable;
- invite questions at appropriate
points;
- be available for individual
questions;
- when group members ask questions,
repeat the question before answering it for the
whole group;
- show pleasure that they have
asked a question - it indicates interest;
- avoid getting involved in a
private conversation with one or two visitors
when giving a commentary , offer to talk to them
later;
- confirm that the visitor understands;
- avoid making visitors feel
embarrassed or stupid e.g. do not say "I've
just told you that";
- if you do not know the answer,
admit it and try to find out;
- never argue.
13 .Give supplementary information
or summary on request
- be prepared to give more information
when people ask for it;
- be prepared to clarify and
explain.
14. Link information to previous
or future situations and experiences if appropriate
- relate commentary to where
the group has been or where they are going e.g.
"this is the Scott Monument, you'll see Abbotsford
tomorrow.....".
Assessments
Formative assessment according
to the Standards of Performance on regional study
tours on foot and in coach will be made in conjunction
with evidence of written work and re-assessment
may take the form of re-submission of written work,
oral viva or practical re-assessment. Written assessments
will be marked according to the University guidelines.
Formative assessment according
to the Standards of Performance will take place
on foot and on coach and may involve language guiding
if appropriate. In addition written assignments
will be issued which will be marked according to
the University guidelines.
Assignments will be marked by
the University according to the University guidelines
and reassessment will be available.
All the above elements will receive
Credit Accumulation Transfer points (CAT).
The STGA examination will be open
to students who have successfully completed all
the parts of the STGA Basic Plan and have received
credits from an approved University. The pass mark
for written work is 70%. Students will be able to
re-sit all or part of the examination once. Resits
will normally be available the following year.
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