1、May 2008DEUTSCHE NORM English price group 11No part of this standard may be reproduced without prior permission ofDIN Deutsches Institut fr Normung e. V., Berlin. Beuth Verlag GmbH, 10772 Berlin, Germany,has the exclusive right of sale for German Standards (DIN-Normen).ICS 03.080.30; 03.200!$Ny/“143
2、8612www.din.deDDIN EN 15565Tourism services Requirements for the provision of professional tourist guide trainingand qualification programmesEnglish version of DIN EN 15565:2008-05Tourismus-Dienstleistungen Anforderungen an Ausbildungsdienstleistungen und Qualifikationsprogramme vonGste-/Fremdenfhre
3、rnEnglische Fassung DIN EN 15565:2008-05www.beuth.deDocument comprises 19 pagesDIN EN 15565:2008-05 2 National foreword This standard has been prepared by Technical Committee CEN/TC 329 “Tourism Services” (Secretariat: DIN, Germany). The responsible German body involved in its preparation was the No
4、rmenausschuss Gebrauchstauglichkeit und Dienstleistungen (Performance Capability and Services Standards Committee), Technical Committee NA 039-04-21 AA Gstefhrer. This standard specifies minimum requirements for the provision of professional tourist guide training and qualification programmes. EUROP
5、EAN STANDARD NORME EUROPENNE EUROPISCHE NORM EN 15565 March 2008 ICS 03.080.30; 03.100.30 English Version Tourism services - Requirements for the provision of professional tourist guide training and qualification programmesServices touristiques - Exigences relatives aux programmes de formation profe
6、ssionnelle et de qualification des guides touristiques Tourismus-Dienstleistungen - Anforderungen an Ausbildungsdienstleistungen und Qualifikationsprogramme von Gste-/Fremdenfhrern This European Standard was approved by CEN on 7 February 2008. CEN members are bound to comply with the CEN/CENELEC Int
7、ernal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration. Up-to-date lists and bibliographical references concerning such national standards may be obtained on application to the CEN Management Centre or to any CEN me
8、mber. This European Standard exists in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as the official versions. CEN mem
9、bers are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden,
10、Switzerland and United Kingdom. EUROPEAN COMMITTEE FOR STANDARDIZATION COMIT EUROPEN DE NORMALISATION EUROPISCHES KOMITEE FR NORMUNG Management Centre: rue de Stassart, 36 B-1050 Brussels 2008 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Re
11、f. No. EN 15565:2008: EEN 15565:2008 (E) 2 Contents Page Foreword3 Introduction .4 1 Scope 5 2 Normative references 5 3 Terms and definitions .5 4 Competencies 5 5 Framework of training programmes 6 5.1 General6 5.2 Timeframe.6 5.3 Methodology.7 6 Common subjects7 6.1 Theoretical knowledge 7 6.2 Gui
12、ding techniques and skills8 6.2.1 General8 6.2.2 Presentation techniques .8 6.2.3 Communications techniques8 6.2.4 Group management.8 6.2.5 Guiding for persons with special needs .9 6.3 Business knowledge and skills9 7 Area-specific subjects.9 7.1 Theoretical knowledge 9 7.1.1 General9 7.1.2 Human h
13、istory10 7.1.3 Environment.10 7.1.4 Culture 10 7.1.5 Economics10 7.1.6 Contemporary life 11 7.2 Working conditions .11 8 Practical training11 9 Assessment for qualification12 10 Training providers .12 10.1 General12 10.2 Quality assurance13 10.3 Requirements for trainers.13 10.3.1 General13 10.3.2 Q
14、ualification of trainers for practical training 13 10.4 Training facilities .13 Annex A (normative) Required language skills to guide visitors 14 Annex B (normative) Required language skills to communicate in the area of qualification.15 Annex C (informative) Adeviations16 Bibliography 17 DIN EN 155
15、65:2008-05 EN 15565:2008 (E) 3 Foreword This document (EN 15565:2008) has been prepared by Technical Committee CEN/TC 329 “Tourism Services”, the secretariat of which is held by DIN. This European Standard shall be given the status of a national standard, either by publication of an identical text o
16、r by endorsement, at the latest by September 2008, and conflicting national standards shall be withdrawn at the latest by September 2008. Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. CEN and/or CENELEC shall not be held respons
17、ible for identifying any or all such patent rights. According to the CEN/CENELEC Internal Regulations, the national standards organizations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France,
18、 Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. DIN EN 15565:2008-05 EN 15565:2008 (E) 4 Introduction Tourist guides are representatives of
19、 the cities, regions and countries for which they are qualified. It depends largely on them if visitors feel welcome, want to stay longer or decide to come back. They therefore contribute considerably to the perception of the destination. Tourist guides are able to help travellers understand the cul
20、ture of the region visited and the way of life of its inhabitants. They have a particular role on the one hand to promote the cultural and natural heritage whilst on the other hand to help ensure its sustainability by making visitors aware of its importance and vulnerability. This European Standard
21、supports European Union efforts to facilitate free movement of provision of services within its member states but also emphasises the importance of area-specific tourist guides to high quality provision of tourism services. This will be achieved by a common high standard of qualification for tourist
22、 guides in all European countries. This European Standard gives freedom to countries, regions and cities to decide the level, extent and main areas of their training programmes, providing these programmes meet these minimum standards and requirements for tourist guide training which is a prerequisit
23、e for a quality tourist guide service in all member countries. DIN EN 15565:2008-05 EN 15565:2008 (E) 5 1 Scope This European Standard specifies minimum requirements for the provision of professional tourist guide training and qualification programmes. NOTE The requirements for training programmes s
24、pecified in this European Standard are minimal; they do not preclude the provision of additional training or the assessment of additional competencies. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edi
25、tion cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 13809:2003, Tourism services - Travel agencies and tour operators - Terminology 3 Terms and definitions For the purposes of this document, the terms and definitions given
26、in EN 13809:2003 and the following apply. 3.1 tourist guide person who guides visitors in the language of their choice and interprets the cultural and natural heritage of an area, and who normally possesses an area-specific qualification usually issued and/or recognised by the appropriate authority
27、EN 13809:2003 3.2 demonstration tour organised excursion or journey conducted by a qualified tourist guide where trainees observe in order to acquire the skills and knowledge required by the training programme 3.3 field trip organised interactive excursion or journey tutored by qualified tourist gui
28、des and/or experts in the field where the trainees practise skills and apply the knowledge acquired 4 Competencies The training programme shall be designed to enable tourist guides within their area of qualification to: represent the area (site, city, region and/or country); guide groups or individu
29、al visitors (including those with special needs) around natural and man-made attractions of an area; research and develop information in order to provide accurate and relevant commentaries; interpret for visitors the cultural and natural heritage as well as the environment; DIN EN 15565:2008-05 EN 1
30、5565:2008 (E) 6 help visitors to experience and understand what they are viewing and/or visiting; inform visitors on all the relevant aspects of life in the area; create and/or develop guided tours in their area; use the appropriate language. The training programme shall be designed to enable touris
31、t guides to: assess their audience; adjust to their respective interests and requirements by selecting relevant information; present the appropriate information in a comprehensive and communicative way. The training programme shall be designed to enable tourist guides to be knowledgeable about: tour
32、ism industry and the profile of visitors in their area; relevant rules and regulations, including health and safety; taxation and insurance requirements; marketing and running a tourist guide business. 5 Framework of training programmes 5.1 General The training programme shall comprise the following
33、 elements: common subjects in accordance with Clause 6; area-specific subjects in accordance with Clause 7; practical training in accordance with Clause 8. 5.2 Timeframe The training programme shall comprise a minimum of 600 training units (TU). A training unit is equivalent to 60 min. Training unit
34、s may include: lectures, tutorials, e-learning, practical training, private study and assignments. NOTE This European Standard recognises that in some situations the timeframe specified in this Clause will need to be expanded taking into account historic, cultural, geographic and other consideration
35、s. In any case the minimum duration of practical training should amount to 40 % of the total duration of the training programme. DIN EN 15565:2008-05 EN 15565:2008 (E) 7 The training programme on common subjects in accordance with Clause 6 shall comprise a minimum of 180 TU. The minimum duration of
36、the individual categories shall be as follows: theoretical knowledge in accordance with subclause 6.1: 54 TU; guiding techniques and skills in accordance with subclause 6.2: 108 TU; business knowledge and skills in accordance with subclause 6.3: 18 TU. The training programme on area-specific subject
37、s in accordance with clause 7 shall comprise a total minimum of 180 TU. The minimum duration of the individual categories shall be as follows: theoretical knowledge in accordance with subclause 7.1: 162 TU; working conditions in accordance with subclause 7.2: 18 TU. The training programme on practic
38、al training in accordance with Clause 8 shall comprise a minimum of 240 TU. Within the timeframe above the training programme shall specify the relevant duration of each of the following categories: lectures, tutorials, e-learning, practical training, time dedicated to be spent by trainees for priva
39、te study and assignments. In the case of assignments and private study, the training programme shall specify the kind of activities to be performed. 5.3 Methodology The training programme shall be designed such that the knowledge and skills as specified in Clauses 6 and 7 are delivered both theoreti
40、cally and practically. 6 Common subjects 6.1 Theoretical knowledge The training programme shall comprise an introduction to the following theoretical subjects, set in a European background and wider intercultural knowledge: world history and culture; legal and political system of the European Union;
41、 religions and philosophical movements; EXAMPLE enlightenment, liberalism, humanism history of art and architecture; arts (performing and visual) and literature; DIN EN 15565:2008-05 EN 15565:2008 (E) 8 world geography and geology; professional ethics. 6.2 Guiding techniques and skills 6.2.1 General
42、 The training programme shall be designed such that trainees are trained in the techniques in accordance with 6.2.2, 6.2.3 and 6.2.4 and demonstrate practically the techniques in accordance with 6.2.2, 6.2.3 and 6.2.4 to a group on a coach or another moving vehicle, on site and on walking tours. 6.2
43、.2 Presentation techniques The training programme shall comprise the following: voice projection, diction, microphone use, breathing techniques; eye contact, stance, body language, posture; personal appearance and behaviour; style and vocabulary. 6.2.3 Communications techniques The training programm
44、e shall comprise the following: adaptation to audience requirements and environmental conditions; EXAMPLE 1 commentary and material interpersonal skills; selection, structuring and linking of information; handling and use of questions; stress management; time management; EXAMPLE 2 deliver a commenta
45、ry concisely within the time allowed clear explanation and description of top visual priorities. 6.2.4 Group management The training programme shall comprise the following: positioning of guide and group; neutral approach and politeness; DIN EN 15565:2008-05 EN 15565:2008 (E) 9 group dynamics; risk
46、assessment; crisis and conflict management. 6.2.5 Guiding for persons with special needs The training programme shall comprise the following: awareness of potential special needs of tourists (e.g. accessibility and design for all); adaptation of guided tours which allow access for those disabled or
47、aged; adaptation of guided tours taking child safety into account. 6.3 Business knowledge and skills The training programme shall comprise the following: fundamentals of economics; tourism industry worldwide, its importance and development; tourist guide profession; the position of the profession in
48、 the tourism industry; sustainable tourism; commercial aspects of the tourist guide profession; EXAMPLE 1 accounting, marketing, and administration legal aspects of the tourist guide profession; EXAMPLE 2 intellectual property rights, e-commerce and data protection research, planning, developing and
49、 updating guided tours; health and safety regulations, management of emergency situations; debriefing and quality control. EXAMPLE 3 documentation, evaluation, monitoring, customer retention, customer satisfaction 7 Area-specific subjects 7.1 Theoretical knowledge 7.1.1 General The training programme shall be designed to enable the trainee to interpret the heritage of an area and its sustainability. It shall comprise the elements in ac
