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HM/APR2010/HTT257

UNIVERSITI TEKNOLOGI MARA

FINAL EXAMINATION

COURSE

TOUR GUIDING SKILLS

COURSE CODE

HTT257

EXAMINATION

APRIL 2010

TIME

3 HOURS

INSTRUCTIONS TO CANDIDATES
This question paper consists of four (4) parts

PART A (15 Questions)

PART B (15 Questions)
PART C (7 Questions)
PART D (2 Questions)

Answer ALL questions from PART A, B, C and D.

i)
ii)
iii)

Answer PART A in the True/False Answer Sheet,

Answer PART B in the Objective Answer Sheet,
Answer PART C and D in the Answer Booklet. Start each answer on a new page.

Do not bring any material into the examination room unless permission is given by the
invigilator.
Please check to make sure that this examination pack consists of:
i)
ii)
iii)
iv)

the Question Paper

an Answer Booklet - provided by the Faculty
a True/False Answer Sheet - provided by the Faculty
an Objective Answer Sheet - provided by the Faculty

DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO

This examination paper consists of 9 printed pages
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PART A
TRUE AND FALSE
Shade the letter " T " if the statement is TRUE and "F" if the statement is FALSE on the
True/False Answer Sheet.

1.

The environments include certain aspects related to the logistics of the tour including
policies and practices only which can influence the tour experience.

2.

Guides are expected to possess a range of personal attributes such as enthusiasm,

empathy, respect, diplomacy, curiosity and endurance and cultural and environmental
awareness.

3.

The guide also known as the people mover that assist people moving between
varying locales such as meet- and-greet at the airports and major transport terminals,
assisting with check in and confirming travel details.

4.

The psychographics factor refers to people's attitudes, value, concept of self, opinions
and personality traits.

5.

Written communication includes the email, internet and text messages on mobile
phones.

6.

Props are great tools when needing to manage people who are noisy, disruptive and
sometimes nuisance.

7.

Among the responsibility of a guide is involve in giving talks and speeches to specialinterest groups or delivering promotional talks to the prospects.

8.

One of the ways to minimize the occurrence of difficult situations is to spend the time
and effort to establish rapport and a positive relationship with the audience.

9.

One of the characteristic of the submissive people is that the person love to express
their views, feelings, thoughts and concerns at the expense of others.

10.

A well-prepared tour plan could minimize the occurrence of difficult situation during a
tour.

11.

The form of jokes story is prohibited during the tour.

12.

CROW is an acronym for Character, Relationship, and Objects and When that
provides an approach to create and building stories.

13.

It is not necessary to have tour evaluation after conducting the tour.

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HM/APR 2010/HTT257

14.

One of the elements that need to capture audience attention is to include provocative
information.

15.

Tour commentary should be attractive, full of facts, include historical value and reflect
the image of the country.
(Total: 15 marks)

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HM/APR2010/HTT257

PARTB
MULTIPLE CHOICES
Choose the most appropriate answer for each question. Shade your choice on the Objective
Answer Sheet.
1.

Kinaesthetic learners preferred characteristics are as below EXCEPT

a)
b)
c)
d)

2.

When things go awry, guides should NOT

a)
b)
c)
d)

3.

Remembering people's name

Reduce nervousness
Enlarging your words
Types of props

Which one is NOT the consideration in building commentary?

a)
b)
c)
d)

5.

Blaming and complaining

Communicate to the audience
Calm and courteous
Remain focus

SEAM technique relates to

a)
b)
c)
d)

4.

Love conversation and pay attention to detail

Use a sense of smell, taste and touch
Enjoy plenty of affection
Like to move and physical in the body

Information is interesting
Audience characteristics
Tour route and site characteristics
Mode of transport

The possible commentary topics can be

a)
b)
c)
d)

Place
Event and Process
People
All of the above

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6.

Pacing back and Forth

Facing the individual and groups squarely
Rubbing face, eyes, hair and body
Pointing with finger

What is pace refers to?

a)
b)
c)
d)

10.

Environment
Themselves
Questions
Audience

Positive verbal expression is

a)
b)
c)
d)

9.

Understand the related documentation and processing procedures

Knowledge of the industry
Requirement for the site, local area and country
Know the audience limitation

When the guides asking a questions to the audience during the presentation, they
basically employed the presentation techniques focus to the
a)
b)
c)
d)

8.

HM/APR2010/HTT257

Belows are the requirement to operate with regard to OHS EXCEPT

a)
b)
c)
d)

7.

Rise and fall of pitch during speech

Speed of the words while speaking
Intonation of words based on the meaning of it
Breaks in the speech

The application of interpretive techniques is categorized into interpretive media,

websites and
a)
b)
c)
d)

Face-to-face interpretation
Internets
Magazine
Billboard

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11.

Occupied the time left

Show your respect to the people
Verify and clarify different perspectives
Meet the guiding requirement

Tour guides might come in a variety of employment situations, EXCEPT

a)
b)
c)
d)

15.

Fostering connection between people

Arouse individual emotions
Provide opportunity to captivate
All of the above

Questions are necessary to

a)
b)
c)
d)

14.

Travel agent or tour operator

Relevant tourism offices
Liaising with other colleagues in the tourism industry
Host communities

The objective of telling a story is

a)
b)
c)
d)

13.

HM/APR2010/HTT257

Before conducting a tour, a tour guide needs to find out about the tourists' information
background. These information can be sourced out from, EXCEPT
a)
b)
c)
d)

12.

Leader for outbound trip

Government organizations
Volunteer
Freelance

'Is this your first tour?' is one of

used by tour guides.
a)
b)
c)
d)

questions example that might be

Closed ended
Open ended
Direct
Indirect

(Total: 15 marks)

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PARTC
SHORT ESSAY
Answer ALL questions.

QUESTION 1
Define the following terms:
a)
b)
c)
d)

Aboriginal sites
Water based tours
Enunciation
VAK Learning Model
(8 marks)

QUESTION 2
Briefly explain on the three (3) different sectors in the tourism industry.
(6 marks)
QUESTION 3
Elaborate the tour guides' variety of employment situations.
(6 Marks)
QUESTION 4
List any five (5) specific principles of conducting a tour.
(5 Marks)
QUESTION 5
Evaluating the tour is essential for varied reasons. List at least five (5) reasons to conduct a
tour evaluation.
(5 marks)

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QUESTION 6
State five (5) tips to handle nervousness during presentation.
(5 marks)

QUESTION 7
List at least five (5) things that could possibly go wrong on extended tour.
(5 marks)

(Total: 40 marks)

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PARTD
ESSAY
Answer ALL questions only.

QUESTION 1
Learning styles provides the guide with an opportunity to develop a greater understanding of
the preferences people have for learning activities.
a)

Discuss the two learning models which can be used when planning activities to
maximize the learning opportunity for the audience.
(15 marks)

QUESTION 2
Whenever you are dealing with difficult situations it's important that you remain in an
assertive frame in mind. Assertive behavior is preferred to submissive or aggressive
behavior.
a)

What are the steps that can be taken while working with assertive behavior in
managing a difficult situation?

b)

Discuss your answer with situational examples.

(15 marks)

(Total: 30 marks)
(Grand Total: 100 Marks)

END OF QUESTION PAPER

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