I am a regular tour guide, but the guests always make me shy and have nothing to say!

I am a fish in the ruins. I have worked in a large scenic spot for more than 10 years. I am mainly responsible for providing explanations and management of the explanation team. I recruit dozens of interns and employees every year. Because there is a high turnover of people in the front-line tourism service industry, after a good group of people have been trained for a year and a half, I feel like the world is so big and I should go see it. Then we recruit a new group, and the new people begin to receive training when they join the company, learning all the knowledge that can be used in explaining the work. After a month, they start to explain and lead the group independently.

The tour guides of scenic spots are different from the tour guides of travel agencies. The tour guides are responsible for ensuring the progress of the travel group. The second guide focuses more on explaining the relevant content of the scenic spots, and is detailed and in-depth. An excellent tour guide can make the scenic spot become taller in an instant. Most tourists pay for tour guides to hear the introduction of the scenic spot, the characteristics of each scenic spot and the cultural connotation of the scenic spot.

Okay, here’s the question. If you are a new commentator or a commentator who always has nothing to say, you may have this kind of trouble. A commentator said to me that day: "Fish Brother, I have memorized the tour guide and memorized the relevant knowledge. But when I took the tourists to the scenic spots, I felt that there was nothing to talk about. I finished the tour guide in a few sentences, and then there was a sudden quiet atmosphere around me. , It’s so embarrassing. I just kept repeating those few words and forced myself to finish the tour. What should I do? I don’t think I’m suitable for the job of explaining!”

Most explanations! When employee managers or masters with apprentices encounter such problems, they must generally say that you should watch more and learn more. After that, ask the training supervisor to plan a training and take photos to make a training record. In the eyes of your superiors, you have done a good job, and the pictures show the truth. But what is the actual effect? Training a group of people is equivalent to no training. I would like to ask everyone, in those miscellaneous groups in your WeChat, if the group owner hadn't @you, would you have carefully checked what messages were posted? So now when I want to send notifications in the work group, I ask my supervisor to @ one by one, instead of @ everyone in the group announcement, but @ individually, and also add that please reply if you receive it, and call to notify if there is no reply. In the same way, companies regard training as a benefit and an important part of the company's work, but the actual effectiveness of training is good, as long as employees listen carefully. If they can maintain it for more than half a month, I will lose. So I think the previous problem cannot be solved by a training session, and I really should teach him a secret.

We call the instructor Xiao Shen. I said: "Xiao Shen, do you really like explaining this industry?"

"Of course you do, please give me During the interview, I said that I wanted to do explaining as a career. Even if I don’t do this in the future, for now, I just want to be an excellent explainer. ”

“ Okay, let’s not talk nonsense. Since you are determined to do well, I will teach you the secret, but I have a condition, that is, I will tell my secret to colleagues who have the same problem as you.”

"Okay, if I know about it later, I will definitely share it with everyone."

"What do you usually do to improve your explanations?"

"Anyway, look at the relevant information, there is a lot Remember to read more. When I couldn’t answer a customer’s question, I checked online after get off work, but it was useless. I still couldn’t tell. If another tourist didn’t ask this question, I would be embarrassed again.”

The problem he mentioned is encountered by many guides. There is no goal in looking up the information. I never know what the tourists want to hear and whether I have prepared enough. In fact, when I gave a tour guide for the first time, I was embarrassed ten times. After the tour guide finished speaking, I couldn’t answer the guests’ questions, so I could only keep my head down and walk forward. There was a hole at that time, and I must drill into it. Go in. This situation lasted for half a year, and I would feel uneasy every time before taking a tour. After mastering the method, I tried it every time and gradually became able to handle it with ease, including receiving national, provincial, municipal, and district inspection groups, parent-child groups of experts and scholars, and unit travel agency teams.

"Hahahaha, Xiao Shen, the secret is very simple, just these 6 words 'I'll ask, why'.

"

"Brother Yu, what does this mean? ”

So I explained to him how to do these 6 words.

I’ll ask

1. Before the tourists ask questions, I ask questions first . To use an analogy, there is an ancient building in the scenic spot. There are two chichis on the top. At this point, tourists will ask why there are two chichis on the top of the building, or why there are two chichis on the top. The shape of the lowered head facing the face. Please note that you must take the initiative in your own hands. Your idea is to continue to talk about why Chiki and Chiki have functions in architecture, and then ask and answer your own questions. There are two Chi Kisses on the top of this ancient building, so everyone must be curious, why are Chi Kisses designed on the roof? Next, I will tell you about Chi Kiss. ??After listening, you will definitely understand this building better. "As soon as he asked this question and answered this question, he brought the tourist's train of thought to his mind. He didn't have the time to think about why there were two and not one. This is called the ability to control tourists' psychology. This is what the tour guides of travel agencies do. Very good.

2. The second meaning of my question is to think about it in another’s perspective. If I were a tourist, what would I want to know when I visit? For example, the inspection team likes to know the data, construction status, operation methods, etc., the literature lovers like to know the poems and couplets of the scenic spots, and the company's event organizing team likes you to introduce interactive entertainment or food, etc., and they need to classify the guests' needs. But it needs to be integrated. What does it mean? A person may have multiple identities and come to the scenic spot for multiple purposes. We need to understand the identity and purpose of the tourists from the minimum information, so I am asked to play one of them. As a tourist, ask yourself what I want to know. The people who understand men best in this world are women, and the people who understand tourists best are of course the tourists themselves. I don’t pretend to be a tourist. How to know what tourists need?

Why

After that, I will ask, and then I will say "why". In fact, I ask and why cannot be separated, just for everyone's benefit. Understand. There are two meanings here.

1. I have nothing to say. We knew before that we should ask questions before the tourists. Now let’s ask why we are picking up the group. I asked before. For example, the Chiqiu Building is very good. Now the tour guide only has an overview of this building, and it only takes 3 or 5 minutes. What should I do? The explanation in the scenic spot is actually relatively simple. There are so many scenic spots, so many houses, and so many points every day. I go to Chiqiu Architecture every day and talk about it every day. I just study this place! Many people say, how can I study it? Just give me the guideline! From this point of view, everyone else knows that Chi Kiss is the Nine Sons of the Dragon, and Chi Kiss is Fire Protection. So people nowadays don’t know what limits their imagination. I can’t comment on why. Everyone knows how much it costs. After quadratic equations, on the contrary, elementary school mathematics problems cannot be solved, and equations are used to solve everything. As a result, the elementary school students solved it in one minute. At this time, you suddenly realize, oh, I am complicated, my thinking is not broad enough, and I am stereotyped. Let’s start with Chi Kiss. ??I thought it would be okay to talk for an hour. But the guide came back and told me that I could only stay at that scenic spot for ten minutes at most. It was a fantasy that the Chi Kiss building could last for five minutes. . I said this is the wrong method, so what should we do? Let’s start with Chi Kiss. ??Why is Chi Kiss on the roof? There are many other questions like this, even if you think they are weird. After answering the questions, understanding, and understanding, this means that your explanations are constantly enriched. If you use self-questioning and self-answering methods to capture the tourists' psychology of listening to the explanations, you will feel that the explanations are very relaxed and have a sense of accomplishment, and you will also win the tourists' favor. Applause. I asked two questions before. From those two questions, I can ask questions one by one. And everyone can rest assured that after you answer one question, new questions will follow. There will never be no questions to ask. Unless your imagination is really limited, then go home and wash your hands and sleep. You are not suitable for all language or text-related professions.

Why are chi kisses designed on the roof? Because ancient buildings are all made of wood or brick and wood structures, and chi kisses mean to ward off evil spirits and expel fire. At this point, if you are interested in architecture, ask why ancient buildings were all made of wood or brick-wood structures? If you are interested in ancient mythology, I would like to ask why Chi Kiss can ward off evil spirits and exorcise fire? Remember that when you first start using this method, you must be motivated by interest. Without persistence, there will be no accumulation, and without accumulation, there will be no solution to the problem. I personally prefer ancient mythology, so I will move on to the second question, because China has a long history of worshiping the dragon totem, and claims to be the descendant of the dragon. The dragon gave birth to nine sons, and Chiki is one of them. Of course, there are also others. wait. Well, there are many questions, why are dragons worshiped, why are they said to be the descendants of dragons, why do dragons give birth to nine sons, why do dragon sons have their own characteristics and are not like dragons, etc. Then choose one or answer one by one. The reason why the dragon gave birth to nine sons is because nine is the number of the extreme yang, the largest number, etc. If you find the answer to the previous question, you will find that many new questions have arisen. We put these questions and answers in In the guide words, sort it out again, and then use self-questioning and self-answering methods to guide tourists' psychology. Do you still feel that there is nothing to talk about? Do you still find tour guide words boring? Will tourists still have time to ask all kinds of questions? Feel free to boldly ask yourself, research the answers to the questions, and then ask new questions. After 1 or 2 months, you can also label yourself as knowledgeable. Not only does it enrich the content of the explanation, but it also makes you more The knowledge reserve has been improved. Even if you no longer engage in explanation work in the future, there are many industries in which you can show your talents.

To sum up, although the reserve of explanation content does not happen overnight, but instead of waiting for questions and passively acquiring knowledge, it is better to ask and answer questions in advance, starting from the direction of interest in the explanation, and do a set of questions Answer the information, you will find that this is your guide. It turns out that I can say so much. If I take the essence and discard the dross, you will find that I have written such an excellent guide. More importantly, you With more knowledge, I have built up my confidence in giving explanations to customers, and I no longer stay away from explanation work because I am afraid of being left in the cold with nothing to say!