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*Textul de mai jos reprezint varianta n limba englez a temei dezvoltate n articolul anterior,
inclus n volumul Quality Assurance in Vocational Education and Training for Tourism,
CIHEAM Mediterranean Agronomic Institute of Chania (Grecia), 2014
Key words: travel agent, tour guide, skills, abilities, competence, organizer,
communicator, training methods, quality of vocational training
Introduction
Tourism is a complex socio-economic phenomenon, dynamic, with special
needs and human resource requirements, resulting from the scale and
consequences of today's world of travel and tourism. The development of tourism
involves integration in the tourism activity of well trained travel agents and
guides, of adequate tourism staff, increasingly diverse, that - together with other
thoroughly trained professionals - contribute to the successful completion of all
services and activities in tourism programmes.
The Tourism Training Centre (TTC) of the Faculty of Geography of
"Babes-Bolyai" University Cluj-Napoca has an open and dynamic concept
regarding the training and integration in the tourism activities, based on the best
practices of the European and international vocational training institutions. As
you know, the EU bodies have been campaigning for many years to stabilize a
"coherent framework of indicators and benchmarks" to be introduced in the
education and training systems of the member countries, in order to develop a
"European Area of lifelong learning" and for the "recognition and mobility of
qualifications".1
To raise the quality of training, TTC - inspired by the European concepts in
education and vocational training- is working with experts in tourism and travel
agents, to which intense exchanges, research and development of study materials
are added, with partners who have similar concerns from Italy, Turkey and
Greece. The ultimate goal is to launch on market a type of specialist in tourism
services with a comprehensive approach, who possesses multiple work
techniques used inside and outside the travel agency, a profile required for
training and promotion, assuming and successfuly completing the tourism
activities at home and abroad.
1
The basis is represented by the active "reference tools" of the European Commission, the EU Council , the
European Parliament and include measures and recommendations needed to be implemented at all levels of
education and training; eg. current document: Education and Training 2020- a strategic framework
document for the European cooperation in education and training.
Teaching premises
The stage of qualification in the profession is crucial in setting up the
professional profile of a travel agenttour guide, because it develops personal
abilities and availabilities with learners, it delivers specific professional
information , techniques and procedures absolutelly necessary in their
work,briefly- it models general and specific skills necessary in execising their
activity.
The double qualification agent- tour guide comes to fulfill a strong and
permanent need on the tourism market and it is also an opportunity and a chance
to access a job, that can not be ignored by those interested in and passionate
about the fascinating field of tourism and travel.
The travel agent with guiding skills may, if necessary, be entrusted to lead
local tour groups, and the guide qualified as a travel agent may perform the
specific tasks of an agent. When these two qualifications are not associated,
permutations are not possible. To promote employment in travel agencies the
double qualification has proved to be imperative and, obviously, it is an asset in
both careers. The areas of expertise are partly common, partly overlapping, but
the specific skills differentiate them and give them a precise contour.
2
In the tourism activity in Romania, according to the legal regulations in force, three types of guides are
used: u local guide - assisting local tourism (resort, sightseeing, transfer, hotel); v National tour guide
touroperator - who provides travel support services for Romanian tourists, abroad as a tour leader or group
leader, and related activities for foreign tourists travelling in Romania; specialist guide - who provides
travel services for certain segments of tourism services, characterized by complexity, peculiarities, specific
technique and technologies (mountain, nautical, caving, diving, hunting, cruising, equestrian, escort,
transfer, adventure etc. (More correctly they should be called instructors or coaching guides).
attitudes / feelings = responsibility, loyalty, continuous learning,
character traits) = "professionalism"
Competencies
As defined, competencies are structured sets of knowledge, skills and
attitudes acquired and developed through learning and practice. Another
definition: competencies are a "coherent set" of knowledge, skills and attitudes
usable and used in an occupational and social environment and in interpersonal
relationships.
Competencies enable persons to identify and solve problems in different
specific contexts and particular fields. The specialist literature cites a range of
abilities and availabilities of a competent person:3
apply specialized knowledge
use specific skills
analyze and take decisions
be creative
work with others as a team member
communicate effectively and efficiently
adapt to the specific work
deal with unexpected situations
We tell our students that after completing the training programmes for the
jobs that the Tourism Training Center is authorized to provide, they will be able
to have the specific professional skills for the occupation agent tour guide.
Our students already have the compulsory key skills acquired in earlier stages of
education and training.
For both positions the general competencies ar the same>
u teamwork;
v ensuring health and work safety rules and security against fire.
The professional skills required and the specific differences between them
have been suggested in a previous paragraph. However, for a new step, a
significant question arises.
3
Dup http://www.scriptmedia.ro/cncfpc/docs/sesiunea3/Ghid_elaborare_pr_form.pdf - Ghidul de utilizare
a standardelor ocupaionale de pregtire profesional n elaborarea programelor de formare profesional,
elaborat de CNFPA Consiliul Naional de Formare Profesional a Adulilor, Bucureti, 2004, pag. 4
Which are the core competencies in the set of objectives
mentioned for travel agent and tour guide?
The professional context means mainly actions, situations, statements,
information and decisions. To act properly, well informed, responsible, efficient
means ultimately, professionalism. How do we achieve that? This is a question
that from a formative perspective leads us to answer a few other questions.
What is expected from the course participants to be able to do Actions
at the end of training?
What are the situations in which graduates will perform the Situations
actions described?
What is the level of quality expected? Quality
What should our trainee know and understand in order to Knowledge
conduct business with competence? and
reasoning
The OS as a working tool help us prepare learning activities,
inspiring us in choosing the training methods.
*
The development of essential communication and information
skills in the double qualification travel agent tour guide, national
tour guide (tour operator) by practiacal activities.
I made several findings through observation and experience, and also a
focus group discussions with the course participants. To all these I would like to
add my almost ten year experience in training and I came to the following
assertions.
(1) Theoretical knowledge on the current tourism phenomenon is
relatively easy to digest and enrich. Students who come mostly from an academic
background - particularly those studying geography of tourism and tourism
economy,and also those who in one way or another are approaching tourism -
have a notional and conceptual framework already formed. They contribute
beneficial and stimulating to the atmosphere of the course.
(2) General knowledge, especially in the fields related to tourism -
history, geography, architecture, art, events and personalities etc. is incomplete,
difficult if not impossible to refresh and develop throughout the course. This need
would be transferred to individuals as a task and trainers will inform and develop
documentation strategies with their trainees, indicating them also the sources of
information.
(3) The vocational abilities specific to these professional positions
namely communication and relationships with customers, partners and
tourism providers - are parts of the professional profile that have to be developed
with priority during the period of education and vocational training. Both agent
and guide operate with information inform themselves, develop data
structures, provide tourists with information, negotiate, promote tourism
activities, destinations, offering tourism products in the country and abroad, etc..
Communication, interacting, capacity for dialogue and negotiation are
usually poor with our trainees at the begining of our courses and such skills are
also the most difficult to develop when it comes to building the professional
profile of travel agents or tour guides.
How did we proceed from a teaching perspective for improving the quality
of vocational training in case of the double qualification - travel agent tour
guide through practical activities?
The present paper reveals three types of practical training activities
developed and exerised with our trainees:
ucity tours in Cluj/other towns & cities;
vstudy tours in Romania/abroad;
other types of projects
We should like to mention that the city tour was preceded by thorough
information and communication exercises practiced in class. Given the apparent
difficulty to speak in public, due to inexperience, timidity or information gaps, we
conducted several hours of "story telling", asking the trainees to talk for a given
amount of time about: their town/city of origin, the most interesting trip they had
so far, a book read recently or how do they spend their lesisure time. With a few
exceptions, the outcomes were not so happy: they showed difficulty to choose a
topic, lack of consistency in exposure, shyness and even failure to be creative in
approaching the subject.
In the next stage we focused on asking students individually to give small
speeches and narratives about natural and man made sights and present them in
class in front of their mates. Then we went on with staging small city tours.
Trainees had first to understand the requirements of such a position before being
able to practice it.
The city tours proved to be formative exercises, welcome by our trainees,
proving some obvious virtues for students and trainers.
Study tours
Study tours represent a culmination of our course, they consolidate the
knowledge acquired so far and are a major test, as well.
Students get individual tasks, do presentations of tourist attractions on the
route and build longlasting relationships with their colleagues and trainers.
Examples of study tours:
in Romania:
The Danube Gorges and Iron Gates
Maramures - historic country with exceptional people
Churches and Saxon villages in Transylvania;
abroad:
Vienna - contemporary rhythms in an imperial city,
Prague - the golden citylMontenegro a country across mountains and
waters.
Holland and Belgium the symphony of flowers in spring
The study tours preceed the final assesment and are a major exercise of
professionalization. Each student has the opportunity to present one or more
parts of the route with the most improtant sights and attractions.
We noticed that our trainees have gained:
self confidence and also professional momentum;
more commitment and demand towards colleagues and themselves;
the more daring ones with vocational availability gained respect and
fostered the capacities of the least daring ones to cover the specific needs of this
profession, especially the ability to communicate and relate correctly during
the activities;
trainees used the methods and working techniques learned for each stage of the
tourism activity - as mentioned in the OS - regarding the departure, the activities to be
carried out on the way, the sightseeing tours and the ending of the daily program;
they thoroughly documented themselves on history, geography,
economic and cultural specificity of the places visited, on traditions, customs and
personalities, made observations on the natural and cultural heritage.
The study tours have a strong educational and vocational impact on the
trainees.
These products made by our trainees remain with the Training Centre and
we use them as support materials when discussing topics with new trainees. We
will also use them to generate new materials for the new generations of students.
These products reflect the individual striving to improve knowledge and skills -
maybe not enough and certainly incomplete - with new elements that give shape
and stability. Written and unwritten rules, that have become widely respected
and expected, techniques and procedures have to be applied not only when we
remember, but always in each action, from A to Z.
*
The travel guide no matter where the works- is desirable to be a true
specialist in the field. There are forms of tourism in which the guide - as
organizer, group leader or guide - is an imperative presence, inevitable and
beneficial. The risk of being incompetent is high : it can lead to his failure and a
failure for his tourists, as well; it not only compromises such an action, but the
unpleasant impressions of tourists turn like a boomerang towards the
turoperator, spreading swifter than success. The tour guide is essentially an
organizer and communicator of information for the benefit of tourists. His
behavior, skills, the balance and harmony he creates in the group - all in
circumstances always hard to predict, sometimes difficult, frustrating or
challenging, put judgment and strength of character to test. Overall stands feeling
and attitude: love for the profession, for tourism and for tourists on one hand,
and responsibility - ethical, moral and social on the other hand - which are both
incumbent upon the position. In spite of providing a service through knowledge
and attitudes, the guide becomes a model: a model in exploring the unknown,
overcoming some difficulties - stress, fatigue, privations, risks; a model in the
interpretation and understanding of the history, geography, culture and art of a
community, a nation. However, the tour guide should be a model in defending,
protection and preservation of cultural and environmental values, a promoter of
a sustainable and beneficial tourism, a relaxed and attractive person.
Tourists - either as individuals or group expect from their guide
trustworthiness, kindness, generosity, fairness, accuracy, organizational
efficiency, quality and authentic information. He is the interface between
agencies and tourists, the lightning rod that reduces any tension or
dissatisfaction, errors or excesses of other tourists or tourist service partners.