VUSSC/Content/Tourism/Applying Effective Communication Skills/Presentation skills
Presentation Skills
Presentation is the key to been heard and then understood. It is not always the content that grabs the listener or user, but the packaging. Have you ever gone into a supermarket to purchase a loaf of bread and on inspection, you choose a particular lof above another; why is that? It is not only the way the bread felt, but the way it looked.
What is a presentation?
The terms under discussion is peculiar to "tour guiding". In tour guiding, a presentation would be introducing the place or the country in terms of its importance and history, politics, culture and fauna and flora to the participants of the tour.
This can be done as part of the coach ride or simply on site. Professor Albert Mehrabian did a lot of research into how we assimilate information during a presentation. He concluded that 55% of the information we take is visual, 38% is in the vocal and only 7% is text.
The importance of a presentation.
A presentation enables the tour guide to show himself as the leader and the one responsible for the group. A presentation helps to ascertain control over his group. A presentation enables the presenter to identify who is following and who is not. A presentation standardizes the information passed to all.
Identify the characteristics of a good presentation
A good presentation is often linked to the qualities of the presenter. Therefore to evaluate a presentation, we will focus on the qualities of the presenter:
- Presents himself first, at the start of the presentation.
- Looks and smells good.
- Is motivated.
- Speaks for all to hear and understand.
- Uses good language.
- Uses his hands to show and guide.
- Is well synchronized with the layout of his material.
- Keeps eye contact with his audience.
- Rehearses his speech.
- Is well informed.
- Is able to answer questions and gives apologies for questions he cannot immediately answer.
- Looks for answers he was unable to answer.
- Knows when to talk and when to stop.
- Is noise free, in terms of his/her appearance and the type of message he is delivering.
Identify what makes a poor presentation.
Again, a poor presentation is inextricably linked to the presenter. It is often the opposite to what makes a good presentation. A poor presentation is if the presenter:
- Does not present himself at the start of the presentation
- Speaks in a low voice, so all cannot hear and understand
- Gives wrong information, because he is misinformed through poor research.
- Does not cater for all the listeners; regarding the material presented
- Uses poor language.
- Is not synchronized with the layout of his material.
- Does not look and smell good.
- Is not seen to be motivated in the verbal or non-verbal language
- Uses his hands overly to show and guide. The gestures are at the wrong time and ambiguous.
- Does not maintain contact with his audience.
- Does not prepare his speech beforehand.
- Is not able to answer questions and apologies for questions he cannot answer.
- Manufactures answers to questions he was unable to answer.
- Does not know when to talk and when to stop.
- Comes in gaudy colours, to present a talk on a tour of a solemn site (example: Hindu Temples)
| Read the following case study and answer the following questions
A group of fourteen tour operators from England, went on a familiarization trip (fam trip) to Mauritius. Since the purpose of the fam trip is to encourage the tour operators to sell Mauritius as an option in their country, it was important that the fourteen tourists (participants)sample some of the local sites. One of the sites chosen was the Botanical Gardens at Pamplemousses, in the south of the country. A site tour guide was to meet the bus at the venue. On arrival at the site, the tourists disembarked from the tour bus. The tour guide approached the bus with a cigarete hanging from his mouth. Without a proper greeting, he launched ino his commentary of the Botanical Gardens in his native tongue of Kreole. When walking through the area,there were deer and a turtle farm, but the tour guide sped along without allowing the tourists to take photographs. At a pause, one of the tourists asked a question and the tour guide replied that he did not know the answer and it was not a relevant question anyway. On returning to London, the tour operators refused to sell the tour to Mauritius that included a visit to the Botanical Gardens. The representative from the Mauritian Tourism Promotion Authority that organized tha fam trip wondered why this was a frequent occurrence with all the tour operators on the trip. Hence a follow-up call was made to the tour operators/tourists on the trip. All the comments centred on the tour guide and his performance.
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Grooming habits of a presenter
Hygiene is an important consideration for a presenter. See the definition on http://en.wikipedia.org/hygiene
It involves not only washing with clean water, brushing your teeth, having fresh breathe, wearing deodorant and clean clothing; but the way the clothing fits your body.
Remember the tour guide is a representative of the organization and an ambassador of the country. Hence the way the tour guide looks or is presented, speaks for the country.
Tour Commentaries
| Tour Commentaries are the narratives tour guides use to describe a site and provide information about various aspects of a country. These can include general information and local stories about attractions, events and personalities in the country |
The procedure for preparing tour commentaries includes establishing the needs and interests of the tour group, confirming the itinerary, accessing sources of information about sites to be visited, research facts about the sites to be visited and prepare the text of the commentary based on these facts.
- Delivery of tour commentary
Here are some steps in delivering a tour commentary.
- Confirm the interests and expectations of the tourists at the outset of the tour.
- Start by introducing yourself and clearly state the purpose of the tour.
- En route to attractions as well as at the sites, present the commentary you have prepared beforehand.
- Make your commentary interesting, relevant and in a logical sequence.
- Focus on what you know; be specific and express the information in terms of what the tourists can see.
- Be sensitive to the interests of the group and seek feedback throughout to ensure that you are holding their attention.
- Respond to tourist enquiries as accurately and positively as you can and where you do not immediately have an answer, refer to field guides and other sources of information.
- If you do not find the answer to a question the tourist needs, apologise and refer the enquiry to an alternative source of information.
- Be accommodating and flexible towards members of the group, allowing for different points of view and ways of doing things.
- Allow enough time at each stop, to permit each tourist to fully enjoy and gain information with private time at the stop.
Paraphrasing
| Paraphrasing is the act in which a statement or remark is explained in other words or another way — as to clarify the meaning, or when a direct quotation is unavailable - http://en.wikipedia.org/wiki/Paraphrasing |
In other words, paraphrasing is a tool used by the tour guide to express to tourists, information that was previously researched. It is a means of not boring your clients, but providing some shortened and reworded version of the facts the tourists need.
Example A group of tourists visiting Barbados is on a scenic island tour. On route, the bus passes through the west coast of the island in the parish of St. James, near the site of the landing of the British in 1635. The tour guide had previously read the following extract and wishes to paraphrase the facts to the group.
Holetown is one of the larger cities of Barbados, along with the city of Speightstown and the capital city Bridgetown. Holetown is located in the parish of Saint James.Holetown is where the English landed for the first time in Barbados in 1635. This is comemorated by a plaque which erroneously records the date as 1605.
| Write another paraphrase version of the highlighted materal in the example above. Share the possible paraphrase, with emphasis on rewaording factual information
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