Tips
for handling difficult visitors
updated
Apr 2020
A visitor can be
a dream or a nightmare. It's all up to YOU!
Here's some typical visitor behaviour that guides may find difficult
to handle. Be aware, that half of the problem is YOU.
Visitor not interested in what you are saying
- Perhaps the
visitor doesn't understand you? Are you too scientific? Too long-winded?
Making the visitor feel stupid?
- Perhaps the
visitor is not feeling well?
- Perhaps the
visitor really isn't interested in the subject matter? Did you
find out what the visitor IS interested in?
- A walk is
also a time for visitors to spend quality time with their family
or friends. It is PERFECTLY ALRIGHT for them to talk to one another,
make private jokes, ignore you and do their own thing. Don't attempt
to monopolise the ENTIRE walk. Give them some time to have their
own social interaction.
Visitor
interrupts you, points to other things instead of the thing you
want to talk about
- Perhaps the
visitor really isn't interested in the subject matter? Did you
find out what the visitor IS interested in?
- Always focus
on what the visitor wants to talk about. Don't force them to listen
to you if they prefer to do something else.
Visitor
wanders off, refuses to get their shoes wet
- Perhaps the
visitor really isn't interested in the subject matter? Did you
find out what the visitor IS interested in?
- It's OK to
let old people stay on the high shore. Alert the Walk Coordinator
to handle them while you take the rest out.
Visitor
collects large amounts of things
Try to explain gently why this should not be done. If it's a lost
cause, leave it to the Walk Coordinator to manage while you take
the rest of the group onward for the rest of the tour.
Visitor
is destructive
Visitors
that damage the habitat and harass animals usually want to interact.
They just don't know how to do it gently. Guide them into the correct
way of doing so.
- "Would you
like to see the animal come out of the hole/shell? The best way
is to wait patiently. While we wait, let's see what other animals
we can find in this pool?"
- "If
you kick stones you may hurt yourself and others around you. Is
there something I can show you?"
Visitor
is a danger to himself
Visitors
that do dangerous things usually don't know that it's dangerous.
Do a proper pre-walk safety briefing to highlight these issues:
touching things, climbing rocks and sea walls.
Avoiding
difficult behaviour
Difficult behaviour is best avoided by finding out what the visitors
want to do and tailoring the tour to meet their expectations. Destructive
behaviour is best avoided by a proper pre-walk briefing. Dangerous
behaviour is avoided by a thorough safety briefing. More details
in role of a guide.
Don't be a bad
guide. Be a good guide instead. |