Trainer Guide Mod 5 Final

Trainer Guide
Tour Guide Training
Module 5: Leadership
Trainer Guide
1 Module 5 | Leadership
Trainer Guide
Table of Contents
Introduction .................................................................................................................................... 3
Course Duration .............................................................................................................................. 3
Target Audience .............................................................................................................................. 3
Learning Outcomes ......................................................................................................................... 3
Resources Required ........................................................................................................................ 4
Training programme ....................................................................................................................... 6
Module introduction ....................................................................................................................... 7
Topic 1: Solve Problems and Make Decisions ............................................................................... 10
Topic 2: Identify and Manage Risks .............................................................................................. 17
Topic 3: Handle Unexpected Events ............................................................................................. 24
Topic 4: Handle Complaints .......................................................................................................... 25
Trainer Guide
Introduction
Welcome to Tour Guiding Course – Module 5: Leadership. The purpose of this guide is to
provide you, the trainer, with guidelines about the presentation and learner support
requirements for the course. This Trainer’s Guide will enable you to plan, prepare, deliver and
evaluate this course.
Course Duration
This is a 7-hour module.
Target Audience
The following should attend this course:

• Existing tour guides
• New tour guides
Learning Outcomes
At the end of this course, the learner should be able to:
• Solve problems and make decisions using a simple process

• Identify and manage risks to tour group members, their possessions and property of the
tour operator
• Handle unexpected negative events
• Handle unexpected positive events
• Handle complaints using a simple process
Trainer Guide
Resources Required
In order to teach this course, please ensure that you have the following available:
The specific resources needed for each topic are listed in the lesson plans.
Resource Quantity Remarks In kit?

GENERAL/ADMINISTRATION
Trainer Guide
Attendance Register
Learner Evaluation Form
PowerPoint presentation
Projector
Media pointer
Whiteboard or flipchart with
paper
Whiteboard markers
Permanent markers
PARTICIPANT STATIONERY: OPTIONAL
Pens
Notebooks
FLASH CARDS AND HAND-OUTS
Activity 1: Flashcards: fox, goose 1 set for each
and beans group
Activity 6: Matrix game 1 set for each
table
Activity 7 Flashcards: steps 1 set
Activity 8: Flashcards: Do & 1 set
Don’ts
GENERAL
Trainer Guide
Preparation Notes:
Before the training starts, make sure you have the following available, ready and prepared:
1. Check that you know the answers to the puzzles!

2. Study the matrix and understand how to use it – make sure you know how the matrix
activity works.
3. Make sure you checked that you understand all the case study scenarios and that you know
the model answers provided.
4. Collect other stories or incidents from your own experience that you can use in this module.
5. Make copies of the assessment evaluation sheet for you to take notes during the
assignment presentations.
Trainer’s Checklist
Action Complete
1. Go through the presentation, together with this trainer guide, making
sure that you know the content and can teach it.
2. Familiarise yourself with the Learner Guide.
3. On the day of the training, ensure you have the attendance register and
know who is attending.
Make sure you have Learner Guides
Make sure you have all the necessary hand-outs.
4. Before the start – set up the classroom and have your Participant Guides
ready to hand-out.
Set up the presentation.
Trainer Guide
Training programme
Time Content Timing

08.00 – 8.30 Welcome 30 min
• Participant attendance register
 Slides 1 – 3
Module overview and introduction
Activity 1: Problem Solving Puzzles
08.30 – 09.30 Topic 1: Solve problems and make decisions 60 min
 Slides 4 – 24
Activity 2: Problem solving scenarios
Activity 3: Cross Cultural Problem scenarios
09.30 – 10.00 Topic 2: Identify and Manage risks 80 min

 Slides 25 – 61
Activity 4: Cell Search: ‘Risks’
Activity 5: Case Study: Identify Risks
Activity 6: Risk assessment matrix
10.00 – 10.15 Break
10.15 – 11.15 Topic 2: continued
11.15 – 12.00 Topic 3: Handle Unexpected Events 40 min
 Slides 62 – 88
Activity 7: Recognise events
12.00 - 1300 Lunch Break
13.00 – 14.30 Topic 4: Handle Complaints 100 min
 Slides 89 – 122
Activity 8: Flashcard sequence
Activity 9: Flashcards: Do’s and Don’ts
Activity 10: Complaint handling role plays
14.30 – 15.15 Assignment presentations
15.15 – 15.30 Break
13.30 – 16.30 Assignment presentations
16.30 – 17.00 Closure: 30 min
 Slides 123 – 126
Assignment discussion
Closing ceremony and certificates
Trainer Guide
Module introduction
Time: 30 min
Training instructions: Module Introduction Slides: 1 – 3
Teaching Methods Time & Resources
Present Slide 4 and briefly explain the content of the module: 5 min
25 min for activity
• Topic 1: Solve problems and make decisions
• Topic 2: Identify and manage risks
• Topic 3: Handle unexpected events
• Topic 4: Handle complaints
Attention Getter: Activity 1: Problem Solving Puzzles Time: 25 min
Refer the participants to the puzzles in their learner guides.

• Puzzle 1: The Maze
• Puzzle 2: Panda and bamboo
• Puzzle 3: Spot the difference
• Puzzle 4: River Crossing
Give 5 minutes to do the puzzles 1, 2 and 3, and get the answers. Discuss the answers (below),
before going on to Puzzle 4.
Facilitation:
Puzzles 1 and 2: Maze, and Panda and Bamboo

• Ask them how many got it right the first time
• Most of them would have had a few false starts before they got it right.
• Explain that if they had a process, it could be easier: in this case it is easier and faster to
follow a reverse order from the bamboo to the panda.
• Having a method or a plan helps to get it right! This is the key message.
Puzzle 3: Spot the difference

• Identify the differences between the pictures (see underneath the pictures below – you
have the answers.
• See if everyone got the differences.
• Ask them what process they used to spot the differences.
• See if anyone used a specific method – like starting at the top left and working down or
across.
• This is the way to do a puzzle like this – having a method helps to get it right! This is the key
message.
Trainer Guide
Time: 30 min
Puzzle 4: the River Crossing
Resources: for each group:

• A4 sheet of paper with a river drawn on it
• 3 colour cards with the pictures of the fox, the goose and the bag of beans
Instructions:
1. Divide the participants into small groups to figure this out.
2. Give the participants a few minutes to discuss the problem – without giving them the
pictures.
3. After a few minutes of them trying to figure it out give them a sheet of paper on which you
have drawn a river (in blue), and the three cards with the fox, the goose and the bag of
beans.
4. Once they have the tools, watch and see if they solve the problem more quickly.
5. They will probably be able to figure it out better with the pictures.
6. Discuss the answer with them once they have got it right – then:
7. EMPHASISE how much easier it is to solve problems when you have the right tools or a
method to help you!
Note that this is just a fun exercise to provide some fun and to get the brains working on solving
problems in a fun way.
Puzzle 3: The River Crossing Problem
Once upon a time a farmer went to market and purchased a fox, a goose, and a bag of beans.
Trainer Guide
Time: 30 min
On his way home, the farmer came to the bank of a river and rented a boat. But in crossing the
river by boat, the farmer could carry only himself and a single one of his purchases - the fox, the
goose, or the bag of beans.
If left together, the fox would eat the goose, or the goose would eat the beans.
The farmer's challenge was to carry himself and his purchases to the far bank of the river,
leaving each purchase intact. How did he do it?
Solution:
The first step must be to take the goose across the river, as any other will result in the goose or
the beans being eaten. When the farmer returns to the original side, he has the choice of taking
either the fox or the beans across next. If he takes the fox across, he would have to return to
get the beans, resulting in the fox eating the goose. If he takes the beans across second, he will
need to return to get the fox, resulting in the beans being eaten by the goose. The dilemma is
solved by taking the fox (or the beans) over and bringing the goose back. Now he can take the
beans (or the fox) over, and finally return to fetch the goose.
His actions in the solution are summarised in the following steps:
1. Take goose over
2. Return
3. Take fox or beans over
4. Return with goose
5. Take beans or fox over
6. Return
7. Take goose over
Thus there are seven crossings, four forward and three back.
Trainer Guide
Topic 1: Solve Problems and Make Decisions
Training Content: Topic 1: Solve Problems and Make Decisions
Topic 1: Solve Problems and Make Decisions

1.1 Decision making process
1.2 Handling problems with tour group members
Training instructions: Topic 1: Solve Problems and Make Time: 60 min

Decisions Slides: 4 - 24
Decision making process Time: 40 min
• Scenarios in
1. Discuss why a process is useful for solving problems and making Participant Guide
decisions. • Full example in the
2. Emphasise that DMC protocols should always be used when participant guide
solving problems!
3. Run through the problem solving process and steps.
4. Important: go through the full example in the Participant Guide –
read each step with its example about to the vehicle breakdown
Activity 2: Problem Solving scenarios Time: 30 min
1. Each group/table must get 1 problem scenario to discuss – e.g.

Group 1 gets scenario 1.
2. Give them 10 minutes to read and discuss their solution to the
problem.
3. Ask each group in turn to tell the others what their problem
was, and what their solution is.
4. If the solution is not the same as the ones given below – then
add in your preferred solution, telling them that these are the
solutions that the tour companies have given and prefer.
Activity 2: Problem Solving scenarios
Problem Scenario 1: Guest unhappy with room
You arrive at a hotel and check the guests in. You wait in reception for 15 minutes in case of
any issues. 2 guests come to you and complain that they are unhappy with their room.
Trainer Guide

Solution:
1. Identify – speak to pax to find out why they are dissatisfied: what exactly are they unhappy
about, e.g. the room is dirty, too small, noisy, the curtains don’t close, etc.
2. Solutions and implement – speak to hotel management to see if the issue can be addressed
or a room change be organised at no cost to anyone: either a room change, or fix the issues
that the clients are unhappy about – e.g. clean the room, fix the curtains
3. Evaluate - give pax a courtesy call later in the day or evening to ensure new room is
satisfactory.
Problem Scenario 2: Pre-booked Restaurant
You arrive in a town, and announce the restaurant that you will be going to in the evening. It is
a Western Style restaurant. However, the group of clients say that they don’t want to go to
that restaurant, they ‘want to eat where the local people eat’.
Problem Scenario 3: Alcoholic Client
A client is on a group tour and is an alcoholic. He arrives every morning, drunk and smelling of
alcohol. He brings down the atmosphere of the group and other people complain as they don’t
want to sit next to him.
Solution:
1. Identify – the problem is obvious – drunk, smelly guest resulting in unhappy tour members
and group unhappiness.
2. Options: there are three options: ignore him; speak to him directly to tell him to be a team
player and stop being drunk and dreadful; or bring the issue to the attention of the DMC
management.
3. Solutions and implement – speak to the client first and tell him that his behaviour is not fair
on the rest of the group, and that he must kindly stop this or he will be asked to leave the
group. Fill in an incident report and note it on the daily report. Call the DMC management
to inform them of the situation in case further action needs to be taken. In the event that
the client is ‘kicked off’ the tour, guide will need to keep the rest of the group informed and
advise why this has happened
4. Evaluate - check with remaining pax if they are feeling happier now that he has been
removed.
Problem Scenario 4: Guest oversleeps
You have a group of 10 clients. You are due to leave the hotel for an excursion at 8 in the
Trainer Guide

morning, after breakfast. Only 9 pax arrive at the vehicle. When you call the room of the other
guest you wake him up! He says he will be there once he has had a shower and had breakfast
which will take about 45 minutes.
1. Identify – 9 guests are being kept waiting because of 1 guest who is being inconsiderate.
2. Options: there are two options: wait for him – making the other guests unhappy, and
causing delays in a tight itinerary; or don’t wait for him, and provide him with the address of
the place you are going for him to catch up with his own transport and cost.
3. Solutions and implement – speaking to DMC management to ensure that you are not
breaking contract by leaving the client. If they agree, then leave the client to catch up with
you, and take the other clients. After all, they should not be disadvantaged because of one
lazy guest. If the guest complains, then you have management approval of the decision
taken.
4. Evaluate – make sure you have a contact number for the guest and/or his river, and check
where they are so that you can reconnect with him where and when agreed.
Problem Scenario 5: Negative Client
On your tour of 8 pax, 1 client is talking badly about the country and the whole tour – another
place he has been to has been so much better, and this is not what he expects; the weather is
too hot, the temples are boring, the food is not interesting, the roads are bad, etc. Soon other
tour members also start complaining in the same way.
1. Identify – the problem is that expectations are not being met.

2. Options: you have to manage expectations. Explain more about Laos and is socio-
economic situation and that this is what the country offers. Speak to DMC management to
ask for advice and to avoid complaints.
3. Solutions and implement –
4. Evaluate – check with the clients regularly to see if they are enjoying the tour more.
Note: this is a case where there is not clear solution – and that is also something for the course
participants to learn. In cases like this, normally, the guide will try to reason with the client
first, but then will bring the case to the attention of management – the branch office manager
will then try to meet the client, or even the Managing Director will meet the group. The
problem can be that expectations are not met, but it can also be a personality issue – which is
not easy to solve. The MD might then call or meet the client directly. Such cases are difficult –
there are no clear solutions, but it is a good lesson to show that not all problems have
solutions. If the guide is not able to handle the situation, then one of possibly a manager with a
guiding license might fill the gap and take over the tour, but this would be exceptional.
Trainer Guide

Problem scenario 6: Lifejackets
You are taking a group on a boat trip on the Mekong. When you check the safety equipment
on board, you discover that there are only 6 lifejackets for your group of 12 passengers.
1. Identify – there are not enough lifejackets for the group and their safety is compromised.
2. Options: there are various options: ignore the problem and hope that nothing bad
happens and take the group on the trip; call Operations and discuss options – either the
boat owner finds or borrows enough lifejackets, or you find another boat that has enough
lifejackets and can take the group; or you only take half the group that really wants to do
the excursion.
3. Solutions and implement – speaking to DMC management would be the best solution. You
cannot fail to deliver on an excursions that was promised in the itinerary, but you have to
ensure Duty of Care, and cannot be negligent. You cannot go on a boat trip unless there are
enough lifejackets for the group, and the whole group must go. Either borrow from
another boat, or with permission from the DMC, find another boat of same quality with
enough life jackets.
4. Evaluate – advise the boat owner to get enough life jackets in the future, and ask DMC to
follow up an make sure that there is the right safety equipment on board in future.
Handling problems with tour members Time: 15 min
Go through the slides and information on handling problems with • Slides

tour members.
Explain that once they know the basics of how to handle these, they
should be able to handle a range of different situations.
Activity 3: Cross-cultural problems Time: 25 min Note: this is an

optional activity
There are a number of cross cultural problems listed in this activity. if there is time
Ask participants to read them and come up with solutions.
You can allocate one problem per participant:
Participant 1 gets Problem 1, and so on.
Get them to provide a solution, and discuss if this is appropriate or

what else could work better. The answers below should guide you
– but they are not the only answers.
Trainer Guide

Activity 3: Cross-cultural problems
Below are some cross-cultural situations that you might encounter on a tour:
In groups, discuss each situation and identify:

(a) the problem;
(b) a possible plan of action; and
(c) what could be done next time to avoid the problem.
1. A woman on your trek did not bring a sarong for swimming. She tells you that she will wear
her T-shirt and shorts instead. She begins walking towards the river.
Answer: You need to tell client she is committing a cultural mistake, but probably little you
can do on the spot. Issue can be avoided at daily tour briefing.
2. A couple is swimming in the river. While they are swimming, they start kissing each other.
Answer: Guides are unlikely to be direct in giving feedback and might let this pass,
however guides should provide gentle feedback to clients, perhaps using a touch of humour
to avoid the awkwardness of a situation guides will feel uncomfortable raising. Some tour
operators will provide pre departure guides advising that displays of emotion or affection
should not be public.
3. After taking a swim in the river, everybody gets out to dry off. One of the guests does not
have a towel and decides to change behind a bush in the nude.
Answer: efforts have been made to be conservative – this is OK. Or the guide can ask
another pax to lend a towel.
4. It is evening in the village and the village chief is pouring glasses of Lao whiskey for the
tourists. One of the tourists refuses the whiskey, but the villager insists that she drink the
whiskey, thinking that the guest is only being shy.
Answer: if the guide is there, the guide will encourage the client to drink in order to be
polite – however if the client really does not want to drink the villager will almost certainly
have no problem with this. Most Asian cultures are far more tolerant of indiscretions or
strange habits made by foreigners than the other way around … This sort of scenario is best
staged when clients have been briefed on what to expect.
Trainer Guide

5. One of the tourists likes Lao whiskey very much. He has had a lot to drink. He's very drunk
and is talking very loudly. The villagers are no longer enjoying the party because your guest
is too loud and drunk.
Answer: The guide might enlist the help of others in the party … end the party early and go
back to hotel, take the client back to the hotel
6. It is time to eat in the village chief's house. Everybody comes up stairs. One of the tourists
does not take his shoes off.
Answer: A Lao person will be forgiving, but the guide should ask the client to take off
shoes and explain why. Few people have an issue with gentle reprimands, when reason is
given and is founded.
7. You are eating dinner. One of the tourists is very tall and does not have enough room. So,
he stretches out his legs, pointing directly at the food (or the monk at a baci ceremony!).
Answer: Guide should be frank and tell pax not to do this, and guide should have covered
this in the pre briefing.
8. You stop in a village to eat lunch. Inside house where you are eating is a man who is
smoking opium. One of the tourists is very interested in the opium smoker and sits next to
him. He then asks to try the opium pipe.
Answer: Good travel businesses will have a drug and alcohol policy and the guide will be
aware that this is something the tour operator does not condone. The guide should make
this point clear to the pax, and also point out the end-effects of tourists wanting to sample
drug use (end effect = more and more tourists ask to experiment and then you have an
industry in drug sampling as was seen in Vang Vieng). Ultimately the guide cannot stop the
client doing this unless the client has breached a condition of being on tour.
9. While on a short break, one of the tourists sees some people in the fields planting rice and
rushes to take pictures. Without asking, he starts taking pictures.
Answer: From a distance, there is no cultural offence. For close up, the guide should ask
the villagers for permission to be in the photo, or teach the client how to ask for this
permission. If people do not want to be photographed, do not photograph them.
10. You're having a discussion with the village elders. One of the tourists asks you to translate
Trainer Guide

why the men in the village are so lazy and why the women do all of the work.
Answer: The guide will and should paraphrase this question (ask it in a different way), in
order to avoid cultural offense.
11. You've been talking with the village chief for an hour. The tourists keep asking questions.
The village chief hasn't asked any questions and seems quite tired of the discussion.
Answer: The guide needs to tell the pax that it is better to move on …. that the chief just
not seem to be up to responding to any more questions. Most people will understand this.
12. A tourist asks you to help him find a girl that he can sleep with.
Answer: Guide should explain that he is not prepared to assist. Guide could explain that
this is potentially a dangerous thing to do. If the client wants to sleep with a child, I’d
suggest that the guide contacts the DMC office. There are organisations such as ChildSafe
which will advise on what do to.
13. A villager offers to sell a barking deer antler to a tourist.
Answer: Guide should strongly discourage the selling and the purchasing – it is
irresponsible to consume or purchase animals which are not farmed.
14. A tourist asks you where he can buy some marijuana
Answer: As for question 12 – guide cannot assist.
15. While visiting a village, a tourist ask you to help hand out some books. You think they may
be about religion.
Answer: The books should only be handed to the village head person, and the village head
person should be told what the books are about.
Trainer Guide
Topic 2: Identify and Manage Risks
Training Content: Topic 2: Identify and Manage Risks

Topic 2: Identify and Manage Risks
2.1 What is a risk?
2.2 Managing risks
2.2.1 Identify Risks
2.2.2 Assess Risk
2.2.3 Control Risk
Time: 80 min
Training instructions: Topic 2: Identify and Manage Risks Slides: 25 - 61
What is a risk? Time: 10 min
Activity 4: Cell Search: ‘Risk’ Time: 5 min • Participant’s mobile

phones
• Slides
• Using your mobile phones, look up the word “risk” • Flipchart and
• Come up with a short explanation of what a risk is. markers
• List at least 5 risks that you can recognise in the tours you
guide.
Facilitation:
1. Help participants to look the word up on their phones
2. They must not just look for the translation to Lao – they need
to understand what the term means
3. Ask the participants to call out a few key words from the
definitions they find
4. Write these on the flipchart.
5. Words that are important are: danger, threat, injury, harm,
people, property, etc.
6. When you show them the slides with the explanation of the
definition – link the words you have written up to the same
words in the slides.
Show the slide with the official definition, then explain the parts of
the definition using the next slide.
Trainer Guide
Time: 80 min
Managing risks Time: 5 min
Explain that the type of risk depends on a number of factors, and • Slides
show the slide.
Show that there are 3 simple steps to risk management in tour

guiding:
1. Identify any risks

2. Assess how serious the risk is
3. Control the risk
Identifying risks Time: 15 min
Show and explain the different types of risk that you could encounter • Slides
in tour guiding: • Case study in
These can be: Participant Guides
• Environmental
• Group characteristics
Activity 5: Case Study: Identify and Manage Risks

Time: 10 min
Facilitation:
1. Provide 5 minute for the participants to read the Risk Scenario

and identify the risks.
2. Allow another 5 minutes for them to develop actions to
manage the risks.
3. Facilitate feedback from the group by asking one person what
risks they identified
4. Ask the rest of the group if all the risks were identified.
5. Write the risks up on the flipchart.
6. Ask one person what he would do for the first risk.
7. As another person what he would do for the 2nd risk, and so on
8. Some discussion will be generated, and good ideas may come
from the floor. Manage what they say to ensure that what they
are suggesting is within the law and within Duty of Care.
Trainer Guide
Time: 80 min
Activity 5: Case Study: Identify and Manage Risks
You are guiding a group of retired Americans doing a general tour of Laos. The average age is
72, with quite a few being older than that. Some of them are quite overweight, and one or two
of them walk with the help of a stick. Once you see the tour group profile, you sit down and
think about the tour itinerary and try to think about specific risks that you may have to manage:
It is the end of the cool season in Laos, and the temperature is already in the mid 30s every day,
with high humidity.
You will be taking them on a boat trip on the Mekong, and they will have to walk along a plank
to get onto the boat.
The tour itinerary includes a lunch at a local restaurant where the local food is quite spicy,
unusual and exotic (for them), and you are not sure of the quality of the food and hygiene
standards.
You will be travelling, stopping and walking around some villages where there may be some
village guard dogs.
Sometimes you arrive at hotels when they are cleaning the public areas, and the floors are wet.
Questions
1. Identify the various risks in the tour story above.
2. What actions can you take to manage these risks as part of your Duty of Care responsibility?
See below:
Answers:
1. Heatstroke, dehydration, stomach cramps, food poisoning, slipping and falling, drowning,
and numerous other medical issues which the clients are likely to have, particular because
they are elderly
2. There are a number of things:
a. Understand the brand the pax are travelling with (is it an adventure brand, a
culturally-focused brand, other) – as this will tell you a bit about the demographic
and what the pax are expecting
b. Obtain a copy of the pre departure client registration information, so that you know
in advance key things about the pax (medical conditions, swimming ability etc)
c. Guide must ensure that at all times he has ready access to pax insurance company
emergency contact number and next of kin emergency contact details … as well as
the usual information on hospital and medical care contact numbers, embassy
contact numbers, etc.
d. Tour briefing at start of trip must emphasise the importance of keeping well
hydrated, and wearing a hat
Trainer Guide
Time: 80 min
e. Guide to make an early assessment of agility of each individual pax, so that touring
can be delivered safely and accordingly
f. Boat – should begin cruise with a safety briefing, covering location of fire
extinguisher and emphasising importance of life jackets being readily available
g. The dogs may not be an issue, however if someone does get bitten, must contact
medical advice and consider getting a post-bite rabies injection
Example of Travel Insurance information given to tourists: Small Group Journeys
Take note of the following information that is provided to travellers with a particular tour
company. See how the insurance information must be provided to the tour company.
Travel insurance
It is a condition of travel on our Small Group Journeys that all travellers are adequately covered
by travel insurance prior to arrival. Insurance should cover personal accident and medical
expenses, evacuation and repatriation, baggage loss, and cancellation or curtailment of holiday.
Insurance details must be supplied to us at the time of booking, and where they are not
provided we reserve the right to cancel bookings and apply charges as per our cancellation
policy (in the booking conditions section of our brochure and on our website). Travellers will be
asked to confirm their insurance details upon arrival in Asia as part of a tour registration
process, including policy number and insurance company emergency contact number. In the
event that possession of insurance is unable to be confirmed, in the interests of the traveller
and fellow travellers, Insider Journeys reserves the right to prevent participation in the journey.
In such instances, we will assist with onward travel arrangements, however full cancellation
penalties will apply.
Note that travel insurance ‘attached’ to credit cards is often limited in scope (e.g. not covering
serious medical, repatriation or evacuation expenses) and in any case is usually effective only if
travel arrangements have been purchased with the card. You will be asked to provide your 16-
digit credit card number on the Tour Registration form - we will not ask you for your expiry date
or security code - but your local guide or Western tour leader must have the card number in
order to be able to liaise with your insurance company in the unlikely event of an incident.
Assessing risks Time: 30 min
1. This section is tricky as they must be able to understand the risk • Slides: risk
assessment matrix. assessment matrix
2. Explain carefully how to use the matrix to determine if action • Flashcards and risk
should be taken. matrix printed
Trainer Guide
Time: 80 min
3. Make sure that they understand.
Use some examples:

1. A storm is approaching: what is the likelihood of it hitting where
we are going in the boat, and how bad will the storm probably
be?
2. You are taking the group into a village where there are some
guard dogs. What is the risk of someone being bitten? What is
the likelihood, and how bad could it be if it happens? What
action should you take?
Make up other examples of risks you have come across in guiding, or

get the participants to give some ideas of other risks.
Run Activity 6 to provide participants with some opportunity to apply

the technique to some scenarios.
Activity 6: Risk management game Time: 20 min
Resources:
Hand out to each group a colour copy of the Risk Assessment Matrix and a set of the colour
cards:
• Situation 1: dog and dog bite
• Situation 2: kayak and dead body
• Situation 3: narrow gangplank and broken leg
The situations are as follows:
Situation 1:
You will be travelling, stopping and walking around some villages where there may be some
village guard dogs.
Situation 2:
The river is in flood with some dangerous rapids. Your tour is booked to do a kayaking activity.
Situation 3:
Your group of elderly, and some overweight tourists has to walk across a narrow, slippery gang
plank to board their boat for the Mekong River cruise.
1. Tell the participants that they must do the risk assessment activity in their books
Trainer Guide
Time: 80 min
2. They can work in groups/tables
3. Each table must get a colour copy of the Risk Assessment Matrix and the colour pictures of
each situation.
4. They must put the cards where they think they fit on the matrix in order to identify the
seriousness of the risk and then decide what to do.
5. Each group must give ONE answer – so e.g. Group 1 gives the answer to Situation 1, Group
2 gives the answer to Situation 2, and so on
6. Discuss the answers and see if they have assessed them correctly.
• Situation 1: medium to low risk – Action: get the group away from the dog/s or have
the dogs taken away, just in case
• Situation 2: high risk: Action: do not do the kayaking – do another activity instead, or
go to another water areas where it is safe to kayak
• Situation 3: medium risk: Action: get a bigger gang plank and cover it with something,
like sack cloth, that is not slippery. Help/hold the hands of people as they board the
boat.
Control risks Time: 20 min

1. Go through the options of controlling risks • Slides
2. For each option to control risks - use the examples in the Trainer • Examples from
manual: as provided below. your own
3. Go through the general guidelines on how to control risks. experience
4. Keep using examples from your own experience!
1 Remove the risk hazard or threat/danger.

This is the best, most effective and most preferable way to manage/control risk.
If you cannot remove the risk then you must try to reduced it using one or more of
the following methods:
Example: there is a big storm on its way, and you are about to get on a boat on the
Mekong. The winds will be strong and there is a danger of the boat capsizing. The
safest option is to wait until the danger is over and the storm has passed before going
on the boat.
2 Replacement – this involves replacing a dangerous activity with a safer one that still
gives a similar experience.
It may involve using model/fake items rather than the ‘real thing’, or having tour
group participants watch a video rather than experience an actual (potentially unsafe)
action.
Example: on a mountain walk, the path that you were going to use has become very
Trainer Guide
Time: 80 min
slippery with rain, and is very steep, which makes it quite dangers as people could slip
and injure themselves. The replacement is to take a different, safer path.
3 Isolation – this creating a distance between a danger and the tourists, for example
moving them a safe distance away, or placing a protective barrier/shield between
them and the risk source.
Example: you arrive at a village, and while getting out of the vehicle, a vicious dog
comes barking and wants to bite the tourists. Ask them to get back in the vehicle
while you arrange for the dog to be removed somewhere else before they tourists get
out of the vehicle.
4 Making changes – this is changing the way you do things, or changing the equipment
or tools used in the activity to make things safer.
For example:
• Smoothing out uneven ground
• Using some type of equipment or items to protect tourists from being injured
• Limiting the number of participants taking part at any one time
• Managing the number and group size for an activity
• Closely watching and monitoring activities.
Example: you want to show them how to play an outdoor game, but the area where
you want to play has some broken glass on it. First pick up and throw away the
broken glass before playing the game there.
Example: a group of tourists are going kayaking in 2-man kayaks. The mothers in the
group each want to take their children. Instead, you should direct the women to go
together and the men to take the children. This balances out the strength of the
paddlers in case they get into a strong current and get into difficulties
6 Personal protective clothing and equipment (PPE) – supply and use of items and
clothing (gloves/gauntlets, footwear, eye protection, hats, sporting protection) to
provide protection.
PPE is usually needed for high risk sports activities where the type of activity poses a
risk. In this case, special equipment is provided to keep participants as safe as
possible.
PPE is needed for tour group members to let them take part in activities, sports,
events, games, etc. Examples are cycling, motorbike riding, kayaking, ziplining, etc.
Example: kayaking PPE includes high-visibility life jackets, safety helmets, knee and
elbow pads, whistles, etc.
Trainer Guide
Topic 3: Handle Unexpected Events
Training Content: Topic 3: Handle Unexpected Events
Topic 3: Handle Unexpected Events

3.1 Types of unexpected events
3.2 Contingency plans
Time: 40 min
Training instructions: Topic 3: Handle Unexpected Events Slides: 62 - 88
Type of unexpected events Time: 25 min
Discuss that there are 2 kinds of events you may encounter:
• Negative • Slides
• Positive
Activity 7: Recognise Events: Positive and Negative

Time: 5 min
Each guide to think about tours they have done, and identify 3
negative and 3 positive events they have had to allow for. What
did they do?
See what ideas come from the floor: ask various participants to each give
one negative event first, then go on to the positive events.
Ask what they did about the event.
Contingency plans Time: 15 min
Explain what contingencies are, and how having a contingency plan helps • Slides
a guide to handle these situations.
Trainer Guide
Topic 4: Handle Complaints
Training Content: Topic 4: Handle Complaints

Topic 4: Handle Complaints
4.1 Why people complain
4.2 Customer/Tourist Expectations
4.3 Why is handling customer complaints so important?
4.4 Benefits of complaints
4.5 Dealing with Customer Complaints
4.6 Step by step complaint handling
4.7 Dealing with Anger
Time: 100 min

Training instructions: Topic 4: Handle Complaints Slides: 89 - 122
Why people complain Time: 10 min
1. Explain why people complain, using the slides.
2. Show that even when complaints happen, we should deal with them • Slides
professionally.
Customer/tourist expectations Time: 15 min
1. Discuss how expectations lead to complaints • Slides

2. Run through the slide on Expectations that our tourists have of the
different services we offer them:
• Hotel
• Restaurant
• Guide
• Activities
• Transport
If these expectation are not met, we will get complaints!
3. Read the opinion by a DMC General Manager below:

DMC Opinion: Managing and Avoiding Complaints
Antony Giblin: General Manager: Travel Indochina and Insider Journeys
“In this day and age and in this industry you need to aim for zero complaints.
This is possible! We have had some years in this office where there have been no written
complaints.
Trainer Guide
Time: 100 min

We live in a time of social marketing where service and product feedback is completely
transparent – and could cause massive damage to a brand name or a business. Clients can
write whatever they want on the Internet for anyone to see.
You therefore have to take complaints minimisation very seriously.
One of the best things we do to avoid complaints is to call pax on tour while they are in the
destination. This gives us the chance to identify service failures and to do something about
them (or make amends for them) before the clients have left the destination. “
Why is handling complaints so important? Time: 10 min
Explain the effects of complaints or unmet expectations: • Slides
A negative experience has a greater impact than a positive one. In other

words, a customer who has a good experience will tell this only to 6 – 10
other people. However, someone who has a bad experience will tell 10
to 15 other people.
Show the slides
Emphasise over and over again for guides not to take things personally!
Benefits of complaints Time: 5 min
1. Ask the participants if receiving complaints is a good thing or a bad • Slides

thing – they will probably realise that it is both!
2. This section will discuss how complaints are an opportunity to:
• Fix something you did not know was wrong
• Turn an unhappy client into a happy one.
Dealing with customer complaints Time: 10 min

1. Go through the general hints on how to act when you receive a
complaint. (Slides 103 – 109) • Slides
Step-by-step complaint handling Time: 45 min

1. Before going into the procedure, see if the guides can work it out for
themselves by doing the flashcard sequence activity. • Flashcards
Activity 8: Flashcard Sequence Time: 5 min
Arrange the flashcards in the correct sequence
Trainer Guide
Time: 100 min

Step 1: What is the problem?
Step 2: What caused the problem?
Step 3: What can I do to fix the situation
Step 4: How can I build rapport?
Step 5: What needs to change?
Debrief from the activity – see if they have managed to sort the cards
into the right order. If not, you can ask questions such as – do you
think you do that before that? Or after?, etc.
2. Now go through each of the steps in detail, explaining and using

examples from your own experience.
3. Go through the Do’s and Don’ts of complaints handling:
Activity 9: Flashcard sorting Time: 10 min
Facilitation:
1. Hand out the flashcards – each participant to get one or two.

2. Tell the participants to read their card/s and decide if it tells them
something that guides MUST do when handling complaints, or
what guides MUST NOT do when handling complaints.
3. They must stand on one side of the room for the ‘Must’, and the
opposite side of the room for ‘Must not’
4. Read aloud all the cards and get the participants to agree if the
card is on the right side of the room.
5. Don’t spend too much time explaining each one as they are given
on the next slide and you can explain them then.
6. The answers are below so you can check.
Do’s Don’ts
• Stay calm • Immediately defend yourself
• Be professional or the company
• Be positive • Deny anything about the
• Focus on a solution complaint
• Try hard to resolve the • Blame someone else (
complaint • Take complaints personally
Trainer Guide
Time: 100 min

• Act as if you are in control of • Get angry
the situation • Yell or shout
• Deal with it quickly and • Cry
immediately
How to avoid complaints:
Remember that complaints come when expectation are not met.

If you manage expectations, then you can avoid complaints!
Explain the following example:
Clients are due to check in to a hotel which is pretty ordinary but which is the best available in
the small town. To avoid complaint, the guide should check the client itinerary in advance to
make sure it properly describes the hotel.
Guide should also be very careful to properly set the expectations about this accommodation
(set lower rather than higher). For example, announce this this is a simple hotel in a small
town, and that is has very simple facilities, but is clean and the best that there is in the area.
On check-in, the clients are ok with the hotel – so a problem is avoided in the first place.
Activity 9: Complaint handling role plays Time: 30 min Time: 30 min
Facilitation: • Scenario
1. Divide the participants into pairs. scenes in the
2. Each pair must be a scenario to play and handle a complaint using Learner Book.
the method they have learned.
3. The other participants must watch and provide feedback on if they
have done it correctly or not.
4. Watch and listen carefully to see if they have covered all the steps,
e.g. apologise, then give feedback and coaching.
5. Use the answers below to provide some feedback and inputs.
Activity 10: Role plays: Complaints
Situation 1 Complaint “Photos”

A tourist in the vehicle complains that they cannot take photos out of the window while the
vehicle is driving as there is someone sitting in the way.
Answer: you will rotate who sits next to the window so that everyone can have equal
opportunities to take photos
Trainer Guide
Time: 100 min

Situation 2 Complaint “The food is bad”

In the tour group of 20 pax, 2 members complain about the food, but the other 18 are happy.
Answer: offer them an alternative
Situation 3 Complaint “This is boring”

A French tourist complains: why did I drive 5 hours on a bad road to see nothing? I paid 3000
Euro for this?! The people are not wearing traditional clothes, the houses are not made of
wood, they are built of bricks! This is not authentic, and I am not happy with what I am
seeing.”
Answer:
Many complaints are like this these days. Explain that the tour actually is exactly as
advertised, but people do not wear traditional clothes, specially for tourists, as they go about
their normal activities. Houses are concrete not wood, because that’s what people build.
When you see some more traditional people or buildings, you will point them out.
Advise that Laos is now also developing and that people are happy to have a more safe and
modern life.
Situation 4: Complaint “Airline schedule change”

Lao Airlines makes a late flight schedule change, with the effect that pax spend only 2 nights
in LPQ and not 3 nights (this often happens in low season). Clients are distraught at having to
fly out of one of their favourite places in the world, one day early. This is their trip of a life
time and they feel nothing but anger towards the tour operator which has organised their
holiday.
Answer:
This is a case the guide can handle, by simply and truthfully saying that that the decision to
change the flight schedule was one purely made by Lao Airlines and is one over which the tour
operator had no control or prior knowledge. The pax should be encouraged to complain direct
to Lao Airlines.
Situation 5: Complaint: “I don’t want to follow the Itinerary”

In a group, 2 people out of the group of 20 some to you to say that they want to do something
completely different now they do not want to follow the booked and arranged tour
Answer:
The guide must tell them that the tour itinerary is what they have booked and paid for, and
Trainer Guide
Time: 100 min

that you are not allowed to change these for them. If they want to do something else while
you and the group continue on the itinerary activities, then they can do so. But they must
first sign a waiver that they are doing any extra activities on their own cost and their own risk.
Training instructions: Assignment Presentations

Instructions for the assignments:
Each participant must present their interpretive activity assignment. The brief ‘assessment
sheet’ is provided at the end of the trainer guide, and is also included in the Learner Guide so
that the participants know what you will be looking for in their presented activity.
Make sure you time each activity and write the time on the evaluation sheet.
They must:
• Hand in their planning sheet for you to look at – you can return it to them, with some
comments and tips if necessary
• Introduce themselves
• Introduce their topic and their activity
• Describe their audience profile
• Deliver the activity
You then invite general feedback from the other participants, and you give feedback based on
the notes you make as they present.
The instructions for the assignment are:

Each participant has to research, develop and deliver an interpretive activity that includes the
following:
1. A topic that is new or not very familiar to you

2. An overview of the tourist profile you will deliver it to (this is included in the template)
3. A planning template – completed and handed in to the trainer (can be hand-written or
typed)
4. An interpretive guiding method
5. A script
6. Some props and resources
7. A short introduction of the guide
8. Delivery of the activity
Trainer Guide
Training instructions: Assignment Presentations
The activity must:

• Be no longer than 10 minutes long.
• Be aimed to include at least 4 – 6 people, if not more
• Follow the hints, tips and guidelines given in the training
• Be delivered in English
• Be fun and interesting for the participants!
Evaluating the Presentations:
There is no mark value for the assignment, but you have to make sure that the participants
have:
• Followed the instructions
• Presented material/content that has clearly been researched
• Filled in an activity planning sheet for the activity: planning and script (can be in Lao
language, not English)
• Must be not more than 10 minutes – otherwise you will give them negative feedback
Time: 30 min
Training instructions: Module Closure Slides: 123 – 126
• Ask if there are any outstanding questions from the course Time: 5 min
• Thank everyone for their attendance at the training and wish them
luck and good fortune in their tour guiding careers • Slides
• Hand out the course evaluation forms and wait for them to fill • Certificates
them in • Course evaluation
• Hand out certificates forms
• Closing ceremony
Trainer Guide
Assignment Presentation Evaluation Sheet
Name
Topic
Activity type (e.g. demonstration)
Planning template
Tour group/audience profile
Duration of activity: (timing)

Evidence of research and ‘new’
content
Short self-introduction
Use of props and resources
Include other people
Fun and interaction/enjoyment of

participants
Feedback from other participants
General comments and feedback: (e.g.

voice, eye contact, confidence,
language, etc.)

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Trainer Guide

Tour Guide Training

This is a 7-hour module.

The following should attend this course:

At the end of this course, the learner should be able to:

• Solve problems and make decisions using a simple process

Resource Quantity Remarks In kit?

1. Check that you know the answers to the puzzles!

Time Content Timing

09.30 – 10.00 Topic 2: Identify and Manage risks 80 min

Attention Getter: Activity 1: Problem Solving Puzzles Time: 25 min

Refer the participants to the puzzles in their learner guides.

Puzzles 1 and 2: Maze, and Panda and Bamboo

Puzzle 3: Spot the difference

Puzzle 4: the River Crossing

Resources: for each group:

Topic 1: Solve Problems and Make Decisions

Training Content: Topic 1: Solve Problems and Make Decisions

Topic 1: Solve Problems and Make Decisions

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

Activity 2: Problem Solving scenarios Time: 30 min

1. Each group/table must get 1 problem scenario to discuss – e.g.

Problem Scenario 1: Guest unhappy with room

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

Problem Scenario 2: Pre-booked Restaurant

Problem Scenario 3: Alcoholic Client

Problem Scenario 4: Guest oversleeps

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

Problem Scenario 5: Negative Client

1. Identify – the problem is that expectations are not being met.

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

Problem scenario 6: Lifejackets

Handling problems with tour members Time: 15 min

Go through the slides and information on handling problems with • Slides

Activity 3: Cross-cultural problems Time: 25 min Note: this is an

Get them to provide a solution, and discuss if this is appropriate or

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

In groups, discuss each situation and identify:

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

Training instructions: Topic 1: Solve Problems and Make Time: 60 min

13. A villager offers to sell a barking deer antler to a tourist.

14. A tourist asks you where he can buy some marijuana

Answer: As for question 12 – guide cannot assist.

Topic 2: Identify and Manage Risks

Training Content: Topic 2: Identify and Manage Risks

Activity 4: Cell Search: ‘Risk’ Time: 5 min • Participant’s mobile

Show that there are 3 simple steps to risk management in tour

1. Identify any risks

Activity 5: Case Study: Identify and Manage Risks

1. Provide 5 minute for the participants to read the Risk Scenario

Example of Travel Insurance information given to tourists: Small Group Journeys

Assessing risks Time: 30 min

Use some examples:

Make up other examples of risks you have come across in guiding, or

Run Activity 6 to provide participants with some opportunity to apply

The situations are as follows:

Control risks Time: 20 min

1 Remove the risk hazard or threat/danger.

Topic 3: Handle Unexpected Events

Training Content: Topic 3: Handle Unexpected Events