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Be a Better Guide Podcast - Tourism Training, Hospitality and Travel Business Success

Kelsey Tonner: Award-winning Tour Guide Trainer, T

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Be a Better Guide Podcast - Tourism Training, Hospitality and Travel Business Success
Be a Better Guide Podcast - Tourism Training, Hospitality and Travel Business Success

Be a Better Guide Podcast - Tourism Training, Hospitality and Travel Business Success

Kelsey Tonner: Award-winning Tour Guide Trainer, T

2
Followers
22
Plays
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About Us

Kelsey Tonner is an experienced, global tour guide and founder of the Be a Better Guide Project, a movement that brings together tour guides and tour operators from around the world to learn from one another. His mission is to help anyone, anywhere, create extraordinary experiences for travellers.In this podcast we’ll look at best practices for tour guides, travel businesses, activity operators and Destination Management Companies. Whether you’re a freelance guide, a travel business owner, a tour operator, a travel agent, a lodge, a hotelier or a tour guide trainer, the Be a Better Guide podcast will offer simple, actionable advice for increasing your bookings and building a successful tourism brand. Find show notes, links and and VIP resources at http://www.beabetterguide.com/podcast

Latest Episodes

Episode 34 -11 Habits of Likeable Tour Leaders

Today we are going to explore how to be more likeable as a tour leader, guide or experience host and break down the habits of likeable individuals. But first a quick story. I was shy as a young child. And not the cute, bashful, ‘oh-isn’t he a dear’ kind of shy, more like the socially crippling, face-burying, ‘such a shame about that Tonner boy… I wonder if he was dropped?’ kind of shy. And it stuck around for years, creating no shortage of awkward moments in junior high. I have a memory from grade seven of a pretty brown-haired girl turning around in class and asking me if I preferred girls that shaved their legs or not. My entire body Han Solo’d. Mouth open. Eyes-wide. Completely encased in solid carbonite. I was so mortified by this simple question that not only couldn’t I stammer out an opinion, I couldn’t even stammer out a stammer. After a few moments of patience, confusion and ultimately irritation, the girl turned back around in her chair, realizing that I was clearl...

-1 s2018 JUN 25
Comments
Episode 34 -11 Habits of Likeable Tour Leaders

Episode 33 – How to speak in front of a group and How to get people’s attention

Getting the attention of a group is not a trivial skill. Even when customers have paid to come on a tour and employed you as a guide to share your knowledge – getting an audience to pay attention can sometimes feel like an impossible task. How can we effectively get people’s attention when leading a tour or facilitating and experience? As someone who worked as a camp counsellor for many years and then ran a summer camp program, I had to quickly find strategies for quieting down large groups of excited children. Later in life, working as a tour leader, guide and experience host, these skills proved invaluable. The great thing about working with groups of adults? They’re just big children! = ) After listening, I would recommend checking out this bonus PDF our team has put together: ‘10 incredible speeches by 10 incredible speakers‘ is a PDF document containing YouTube links to ten fantastic speakers in action. Watch how these masters hold the attention of their audiences – and l...

8 MIN2018 MAY 11
Comments
Episode 33 – How to speak in front of a group and How to get people’s attention

Episode 32 – How to Learn People’s Names on Tour – Techniques for Remembering Names

Learning techniques to remember people’s names is a great skill for everyday life. But as tour leader, guide or someone who works in the service industry –learning names becomes one of your most important skills. In this video, we’re going to look at how to learn people’s names on tour and give some practicalsuggestions for quickly recalling the names of your guests. Dale Carnegie, the author of‘How to Win Friends and Influence People’, wrote his flagship book in 1936 but it remains a best seller to this day. Among his many quotable recommendations, you’ll find this tasty gem: “A person’s name is to him or her the sweetest and most important sound in any language.” Carnegie saw how much people were delighted when hearing their own name and how quickly you could build rapport with someone by learning, recalling and using their surname. Names are deeply tied to our identity and individuality – and when someone remembers our name after meeting us – it makes us feel importan...

-1 s2018 JAN 12
Comments
Episode 32 – How to Learn People’s Names on Tour – Techniques for Remembering Names

Episode 31 – Interpretation Tips for Tour Guides – Interpreting Culture, the Environment, History and Heritage

The curious thing is, many tour leaders have never encounteredthe term ‘interpretation’ Well, for starters, we are not talking about interpretation between languages or other types of translation services. Those are a skill unto themselves – but not what we are talking about today. In this instance, we mean the interpretation of culture, the environment or history as done by an educator, park ranger or tour guide. Or in other words, think of interpretation as simply a communication strategy. To give you a little taste, The TORE method is actually an acronym and a guide to effective interpretation. Dr. Ham defines ‘interpreting’ as a process aimed at provoking audiences to do their own thinking and thereby develop their own understanding of your topic. As you’ll see, by presenting information with a strong, relevant theme, researchers have found that audiences are more engaged and more likely to think deeply about what you’re saying. The four qualities outlined by the TORE mod...

-1 s2017 MAY 6
Comments
Episode 31 – Interpretation Tips for Tour Guides – Interpreting Culture, the Environment, History and Heritage

Episode 30 – Common Mistakes Made on Group Tours ft. Zipline Canopy Tours by South Park

Good satire is hard to come by. So when Trey Parker and Matt Stone, the award-winning creators of South Park and The Book of Mormon, decided to parody the common mistakes made on group tours – I got pretty excited. Although the writers of the show really take aim at zipline tours in this episode – let’s not get too smug. We’ve all been on group tours with these exact same issues… and there is even a chance that your tour suffers from similar symptoms. Everything from soggy sandwiches, waiting for late guests, overly long shuttles, ‘long stories not-so-short’ and forced sing-alongs – a little truth goes a long way when it comes to group travel experiences. Enjoy the episode, share it with any colleagues or staff that need a chuckle, and let’s make sure we aren’t making these mistakes. All the very best, -Kelsey T Finished Listening? In the comments below, share your WORST group tour experience! What went wrong? How might you have handled things differently if you were runni...

-1 s2017 APR 19
Comments
Episode 30 – Common Mistakes Made on Group Tours ft. Zipline Canopy Tours by South Park

Episode 29 – The 3 jobs you need to know if you want to travel the world and get paid!! Tourism Jobs

Ever wanted to travel the world and get paid? Does the sound of staying at fine hotels and eating at exquisite restaurants around the world appeal to you? Do you love people and always being on the road? Then you definitely need to tune into today’s video, where we talk about three jobs where you can do exactly that! Terminology in the guiding world can sometimes be confusing, and honestly there is a lot of overlap between the job descriptions of a tour guide, tour leader and tour director/manager. Today we break down some of the differences in these three jobs, and how best to get a paid position in the travel industry. Hopefully this video will provide a little clarification to those looking for a job or at the very least, make you aware of some of the other exciting positions available in the travel industry. -Kelsey T Finished Listening? Are you presently working as a tour leader or tour guide? What is your job title and what are your responsibilities? Any advice for new leader...

7 MIN2016 DEC 5
Comments
Episode 29 – The 3 jobs you need to know if you want to travel the world and get paid!! Tourism Jobs

Episode 28 – How to deal with late guests as a tour guide Tips from the pros tour guide training

How to Deal with Late Guests As a tour leader, tour guide or tour director – dealing with late clients is something you face regularly. No matter how clearly you communicate, or how well information is posted on your website – there are many guests who WILL come late to your tours. Sometimes it is through no fault of their own, sometimes its because of cultural differences (a shout out to my African and Brazilian brothers and sisters!) but sometimes, its just because. Being in the hospitality and service industry, we need effective strategies to deal with these folks. Other people on tour should not have to wait because of one or two people – and its our main goal to start on time and keep the momentum of the tour going. Want to know how many pro tour guides handle these situations? Good – I was hoping you did. = ) -Kelsey T Finished Listening? Let me know in the comments below how you deal with late guests? What systems have you put in place that work the best? As always, like ...

5 MIN2016 DEC 5
Comments
Episode 28 – How to deal with late guests as a tour guide Tips from the pros tour guide training

Episode 27 – How to lead a tour in the rain (The Secrets of a Nova Scotian Tour Guide)

Have you ever wondered how to lead a tour in the rain? Nova Scotia is called New Scotland for a reason. At almost any time of year, astorm system can roll up the coast and dump buckets and buckets of rain all over our lush and often muddy province. Well, that’s where I was born, and where I’ve led many a tour. On this week’s tour guide trainingfrom Be a Better Guide, we talk rainand what to do about it. And if you happen to work in the desert or one of those tremendously idyllic sounding places where it hardly rains? Well, let me tell you, as faras I can see,climate change is happening – and one day, you may be thankful you watched thisvideo… Also, I watchedthe movie ‘the day after tomorrow’, and things definitely took a turn for the worse.I’m also fairly certain that in that movie all Canadians werefrozen and dead…. Which is sad. -Kelsey T Finished Listening? In the comments, let the community know how you deal with rain or bad weather when on your tours! Any best practice...

5 MIN2016 DEC 5
Comments
Episode 27 – How to lead a tour in the rain (The Secrets of a Nova Scotian Tour Guide)

Episode 26 – 4 things tour guides should STOP doing in conversations, right now!

Want to hear about some of my bad habits? Well, I usually bite my nails, I sometimes make people wait for me… and mygirlfriend accuses me of being obscenely positive… and that’s just the tippest tip of the iceberg. Well, the worst bad habits are the ones that we don’t even realize we are doing (not all of us are so lucky to have such an outspoken girlfriend!)For us as tour guides, tour leaders and those looking for a job in the travel industry – here are four bad habits that can really get in the way of a great tour and engaging conversations with your clients. Want a hint? They all have to do with focusing too much attentionon ourselves… In this week’s tour guide training and community QnA, I tackle bad habits and what we can do to stop them! -Kelsey T Finished Listening? Let me know in the comments below if you have any of these bad habits. Know of any others we are tour guides should avoid? Share them with the community! Full Video of the Episode Leave a comment or read wh...

5 MIN2016 DEC 5
Comments
Episode 26 – 4 things tour guides should STOP doing in conversations, right now!

Episode 25 – 3 ways you are losing credibility as a Tour leader, before you even open your mouth!

First Impressions could not be more important for a Tour Guide or Tour Manager – Arguably one of the first tests you have to pass. Unfortunately, many tour leaders, even with professional training, lose credibility before they even open their mouths! This week’s QnA focuses on how we can all put our best foot forward and really make a strong impression right from the get go. We’ll also spend a humourously large amount of time discussing the pros and cons of mustard stains… well folks, the jury is finally in. Up for it? -Kelsey T Finished Listening? Let me know in the comments where and howyou have seenother tour leaders and guides loose credibility before their tours even started! What is the absolute worst way to start a tour?…and let’s keep those posts P.G. my friends. = ) Full Video of the Episode Leave a comment or read what others have shared about this episode

5 MIN2016 DEC 5
Comments
Episode 25 – 3 ways you are losing credibility as a Tour leader, before you even open your mouth!

Latest Episodes

Episode 34 -11 Habits of Likeable Tour Leaders

Today we are going to explore how to be more likeable as a tour leader, guide or experience host and break down the habits of likeable individuals. But first a quick story. I was shy as a young child. And not the cute, bashful, ‘oh-isn’t he a dear’ kind of shy, more like the socially crippling, face-burying, ‘such a shame about that Tonner boy… I wonder if he was dropped?’ kind of shy. And it stuck around for years, creating no shortage of awkward moments in junior high. I have a memory from grade seven of a pretty brown-haired girl turning around in class and asking me if I preferred girls that shaved their legs or not. My entire body Han Solo’d. Mouth open. Eyes-wide. Completely encased in solid carbonite. I was so mortified by this simple question that not only couldn’t I stammer out an opinion, I couldn’t even stammer out a stammer. After a few moments of patience, confusion and ultimately irritation, the girl turned back around in her chair, realizing that I was clearl...

-1 s2018 JUN 25
Comments
Episode 34 -11 Habits of Likeable Tour Leaders

Episode 33 – How to speak in front of a group and How to get people’s attention

Getting the attention of a group is not a trivial skill. Even when customers have paid to come on a tour and employed you as a guide to share your knowledge – getting an audience to pay attention can sometimes feel like an impossible task. How can we effectively get people’s attention when leading a tour or facilitating and experience? As someone who worked as a camp counsellor for many years and then ran a summer camp program, I had to quickly find strategies for quieting down large groups of excited children. Later in life, working as a tour leader, guide and experience host, these skills proved invaluable. The great thing about working with groups of adults? They’re just big children! = ) After listening, I would recommend checking out this bonus PDF our team has put together: ‘10 incredible speeches by 10 incredible speakers‘ is a PDF document containing YouTube links to ten fantastic speakers in action. Watch how these masters hold the attention of their audiences – and l...

8 MIN2018 MAY 11
Comments
Episode 33 – How to speak in front of a group and How to get people’s attention

Episode 32 – How to Learn People’s Names on Tour – Techniques for Remembering Names

Learning techniques to remember people’s names is a great skill for everyday life. But as tour leader, guide or someone who works in the service industry –learning names becomes one of your most important skills. In this video, we’re going to look at how to learn people’s names on tour and give some practicalsuggestions for quickly recalling the names of your guests. Dale Carnegie, the author of‘How to Win Friends and Influence People’, wrote his flagship book in 1936 but it remains a best seller to this day. Among his many quotable recommendations, you’ll find this tasty gem: “A person’s name is to him or her the sweetest and most important sound in any language.” Carnegie saw how much people were delighted when hearing their own name and how quickly you could build rapport with someone by learning, recalling and using their surname. Names are deeply tied to our identity and individuality – and when someone remembers our name after meeting us – it makes us feel importan...

-1 s2018 JAN 12
Comments
Episode 32 – How to Learn People’s Names on Tour – Techniques for Remembering Names

Episode 31 – Interpretation Tips for Tour Guides – Interpreting Culture, the Environment, History and Heritage

The curious thing is, many tour leaders have never encounteredthe term ‘interpretation’ Well, for starters, we are not talking about interpretation between languages or other types of translation services. Those are a skill unto themselves – but not what we are talking about today. In this instance, we mean the interpretation of culture, the environment or history as done by an educator, park ranger or tour guide. Or in other words, think of interpretation as simply a communication strategy. To give you a little taste, The TORE method is actually an acronym and a guide to effective interpretation. Dr. Ham defines ‘interpreting’ as a process aimed at provoking audiences to do their own thinking and thereby develop their own understanding of your topic. As you’ll see, by presenting information with a strong, relevant theme, researchers have found that audiences are more engaged and more likely to think deeply about what you’re saying. The four qualities outlined by the TORE mod...

-1 s2017 MAY 6
Comments
Episode 31 – Interpretation Tips for Tour Guides – Interpreting Culture, the Environment, History and Heritage

Episode 30 – Common Mistakes Made on Group Tours ft. Zipline Canopy Tours by South Park

Good satire is hard to come by. So when Trey Parker and Matt Stone, the award-winning creators of South Park and The Book of Mormon, decided to parody the common mistakes made on group tours – I got pretty excited. Although the writers of the show really take aim at zipline tours in this episode – let’s not get too smug. We’ve all been on group tours with these exact same issues… and there is even a chance that your tour suffers from similar symptoms. Everything from soggy sandwiches, waiting for late guests, overly long shuttles, ‘long stories not-so-short’ and forced sing-alongs – a little truth goes a long way when it comes to group travel experiences. Enjoy the episode, share it with any colleagues or staff that need a chuckle, and let’s make sure we aren’t making these mistakes. All the very best, -Kelsey T Finished Listening? In the comments below, share your WORST group tour experience! What went wrong? How might you have handled things differently if you were runni...

-1 s2017 APR 19
Comments
Episode 30 – Common Mistakes Made on Group Tours ft. Zipline Canopy Tours by South Park

Episode 29 – The 3 jobs you need to know if you want to travel the world and get paid!! Tourism Jobs

Ever wanted to travel the world and get paid? Does the sound of staying at fine hotels and eating at exquisite restaurants around the world appeal to you? Do you love people and always being on the road? Then you definitely need to tune into today’s video, where we talk about three jobs where you can do exactly that! Terminology in the guiding world can sometimes be confusing, and honestly there is a lot of overlap between the job descriptions of a tour guide, tour leader and tour director/manager. Today we break down some of the differences in these three jobs, and how best to get a paid position in the travel industry. Hopefully this video will provide a little clarification to those looking for a job or at the very least, make you aware of some of the other exciting positions available in the travel industry. -Kelsey T Finished Listening? Are you presently working as a tour leader or tour guide? What is your job title and what are your responsibilities? Any advice for new leader...

7 MIN2016 DEC 5
Comments
Episode 29 – The 3 jobs you need to know if you want to travel the world and get paid!! Tourism Jobs

Episode 28 – How to deal with late guests as a tour guide Tips from the pros tour guide training

How to Deal with Late Guests As a tour leader, tour guide or tour director – dealing with late clients is something you face regularly. No matter how clearly you communicate, or how well information is posted on your website – there are many guests who WILL come late to your tours. Sometimes it is through no fault of their own, sometimes its because of cultural differences (a shout out to my African and Brazilian brothers and sisters!) but sometimes, its just because. Being in the hospitality and service industry, we need effective strategies to deal with these folks. Other people on tour should not have to wait because of one or two people – and its our main goal to start on time and keep the momentum of the tour going. Want to know how many pro tour guides handle these situations? Good – I was hoping you did. = ) -Kelsey T Finished Listening? Let me know in the comments below how you deal with late guests? What systems have you put in place that work the best? As always, like ...

5 MIN2016 DEC 5
Comments
Episode 28 – How to deal with late guests as a tour guide Tips from the pros tour guide training

Episode 27 – How to lead a tour in the rain (The Secrets of a Nova Scotian Tour Guide)

Have you ever wondered how to lead a tour in the rain? Nova Scotia is called New Scotland for a reason. At almost any time of year, astorm system can roll up the coast and dump buckets and buckets of rain all over our lush and often muddy province. Well, that’s where I was born, and where I’ve led many a tour. On this week’s tour guide trainingfrom Be a Better Guide, we talk rainand what to do about it. And if you happen to work in the desert or one of those tremendously idyllic sounding places where it hardly rains? Well, let me tell you, as faras I can see,climate change is happening – and one day, you may be thankful you watched thisvideo… Also, I watchedthe movie ‘the day after tomorrow’, and things definitely took a turn for the worse.I’m also fairly certain that in that movie all Canadians werefrozen and dead…. Which is sad. -Kelsey T Finished Listening? In the comments, let the community know how you deal with rain or bad weather when on your tours! Any best practice...

5 MIN2016 DEC 5
Comments
Episode 27 – How to lead a tour in the rain (The Secrets of a Nova Scotian Tour Guide)

Episode 26 – 4 things tour guides should STOP doing in conversations, right now!

Want to hear about some of my bad habits? Well, I usually bite my nails, I sometimes make people wait for me… and mygirlfriend accuses me of being obscenely positive… and that’s just the tippest tip of the iceberg. Well, the worst bad habits are the ones that we don’t even realize we are doing (not all of us are so lucky to have such an outspoken girlfriend!)For us as tour guides, tour leaders and those looking for a job in the travel industry – here are four bad habits that can really get in the way of a great tour and engaging conversations with your clients. Want a hint? They all have to do with focusing too much attentionon ourselves… In this week’s tour guide training and community QnA, I tackle bad habits and what we can do to stop them! -Kelsey T Finished Listening? Let me know in the comments below if you have any of these bad habits. Know of any others we are tour guides should avoid? Share them with the community! Full Video of the Episode Leave a comment or read wh...

5 MIN2016 DEC 5
Comments
Episode 26 – 4 things tour guides should STOP doing in conversations, right now!

Episode 25 – 3 ways you are losing credibility as a Tour leader, before you even open your mouth!

First Impressions could not be more important for a Tour Guide or Tour Manager – Arguably one of the first tests you have to pass. Unfortunately, many tour leaders, even with professional training, lose credibility before they even open their mouths! This week’s QnA focuses on how we can all put our best foot forward and really make a strong impression right from the get go. We’ll also spend a humourously large amount of time discussing the pros and cons of mustard stains… well folks, the jury is finally in. Up for it? -Kelsey T Finished Listening? Let me know in the comments where and howyou have seenother tour leaders and guides loose credibility before their tours even started! What is the absolute worst way to start a tour?…and let’s keep those posts P.G. my friends. = ) Full Video of the Episode Leave a comment or read what others have shared about this episode

5 MIN2016 DEC 5
Comments
Episode 25 – 3 ways you are losing credibility as a Tour leader, before you even open your mouth!