The Importance of Crisis Management for Walking Tour Guides

Even as a Berlin walking tour guide, your goal is to make the tour as enjoyable and informative are as possible. But, it’s quite hard to predict at what time unexpected events or emergencies may happen, which can turn the tour upside down, and lead the guide and tourists to be at risk. Here lies the importance of crisis management.

Being prepared to handle crises well serves not only your group’s safety and health but your professional reputation and your professional image as a tour guide. In this article we will take a look at some essential crisis management skills that every Berlin walking tour guide should have.

1. Risk Assessment and Planning

Before undertaking any route, it is important to perform a thorough review of that route and targets you will tackle. Addressing potential hazards and safety risks per location and identifying which aspects of these make for dangerous work and which do not. This could mean uneven terrain, traffic filled areas or crowded tourist sites.

Base your risk assessment findings to a comprehensive plan. Describe how and where emergency contact numbers, medical facilities in the immediate vicinity, and evacuation routes are. Inform your tour group at the beginning of the tour about these safety measures and help your group understand them.

Example:

“Welcome everyone! Now that we have this safety information out of the way, now we should explore how Berlin before that. If an emergency should occur, you will find that the nearest hospital is St Joseph’s Hospital which is just 10 minutes away from where we are. 112 is the emergency contact number, you need to call it for immediate help.”

2. Communication Skills

Communication during a crisis is extremely important. When you are a tour guide you must have the ability to present the information clearly and calmly to your tour group so as to help calm the fears or confusions of your tour group. Use simple words, with a little bit of each word and people will get it.

Additionally also, set open channels of communication among your tour group. Raise their questions or give them any concerns they might have. If they feel more accessible and more responsive to the needs, then they will begin to trust more and they will feel safer during the tour.

Tip:

If you find something that looks like a potential issue or risk during the tour don’t be afraid to address it right away. If you spot a loose railing on a staircase or anywhere else in your house, tell your group to watch their step and not to use it regardless.

3. Emergency Training and First Aid

Any tour guide must know basic first aid knowledge and emergency training. You never know when an accident or health emergency will happen, so being able to assist immediately can really make a difference in outcome.

Why not seal your insurances by taking a first aide certifying course to extend your skils and the knowledge you have. Learn about common health issues that take place such as heat stroke, sprain, or allergic but always bring with you a basic first aid kit. This preparation will save you time to give first aid when you can’t wait for professional medical help.

Example:

Please let me know immediately if anyone in the group begins to feel unwell or needs medical attention. If needed I have a first aid kit with me and can offer initial assistance until the medical professionals arrive.”

4. Keep Calm, Act Professional

When there’s a crisis, it’s important for tour guides to be calm. It is your behavior that creates the whole tone and if you panic, so can all of the tourists of they see you do.

Use stress management techniques in your practice and remember to stay calm when things get tough. Maintaining a professional and a confident approach will help you guide your group through any crisis, protect themselves and be well taken care of.

Tip:

So if you run into a tough conversation or situation with a disruptive tourist, it’s important to keep a calm and pleasant demeanor. Confront diffuse conflicts calmly and professionally, place the safety and comfort of your total group at the top of your priority list.

Conclusion

As a Berlin walking tour guide, this also means that on top of what is asked of you as a guide, you are also expected to look out for someone else, for the safety and health of your tour group, even in the midst of a crisis situation. As it stands, if you master the skills of crisis management; from risk assessment and planning, effective communication, first aid and emergency training, and doing so like a professional — you can ensure the tourists can have a safe and enjoyable experience and at the same time mitigate that potential risk.