1、BRITISH STANDARDBS EN 15565:2008Tourism services Requirements for the provision of professional tourist guide training and qualification programmesICS 03.080.30; 03.100.30g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g
2、40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS EN 15565:2008This British Standard was published under the authority of the Standards Policy and Strategy Committee on 29 August 2008 BSI 2008ISBN 978 0 580 57639 3National forewordThis British Standard is the UK implementatio
3、n of EN 15565:2008. The UK participation in its preparation was entrusted to Technical Committee SVS/2/3, Tourist Guides.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary provisions of a co
4、ntract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunity from legal obligations.Amendments/corrigenda issued since publicationDate CommentsEUROPEAN STANDARDNORME EUROPENNEEUROPISCHE NORMEN 15565March 2008ICS 03.080.30; 03.100.30English Versi
5、onTourism services - Requirements for the provision ofprofessional tourist guide training and qualification programmesServices touristiques - Exigences relatives auxprogrammes de formation professionnelle et dequalification des guides touristiquesTourismus-Dienstleistungen - Anforderungen anAusbildu
6、ngsdienstleistungen und Qualifikationsprogrammevon Gst-/FremdenfhrernThis European Standard was approved by CEN on 7 February 2008.CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this EuropeanStandard the status of a national standa
7、rd without any alteration. Up-to-date lists and bibliographical references concerning such nationalstandards may be obtained on application to the CEN Management Centre or to any CEN member.This European Standard exists in three official versions (English, French, German). A version in any other lan
8、guage made by translationunder the responsibility of a CEN member into its own language and notified to the CEN Management Centre has the same status as theofficial versions.CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland
9、,France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal,Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and United Kingdom.EUROPEAN COMMITTEE FOR STANDARDIZATIONCOMIT EUROPEN DE NORMALISATIONEUROPISCHES KOMITEE F
10、R NORMUNGManagement Centre: rue de Stassart, 36 B-1050 Brussels 2008 CEN All rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 15565:2008: EEN 15565:2008 (E) 2 Contents Page Foreword3 Introduction .4 1 Scope 5 2 Normative references 5 3 Terms
11、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 Guiding techniques and skills8 6.2.1 General8 6.2.2 Presentation techniques .8 6.2.3 Communications techniques8 6.2.4 Group manag
12、ement.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 history10 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 Pract
13、ical 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 Qualification of trainers for practical training 13 10.4 Training facilities .13 Annex A (normative) Required language skills t
14、o guide visitors 14 Annex B (normative) Required language skills to communicate in the area of qualification.15 Annex C (informative) Adeviations16 Bibliography 17 BS EN 15565:2008EN 15565:2008 (E) 3 Foreword This document (EN 15565:2008) has been prepared by Technical Committee CEN/TC 329 “Tourism
15、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 or by endorsement, at the latest by September 2008, and conflicting national standards shall be withdrawn at the latest by September
16、 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 responsible for identifying any or all such patent rights. According to the CEN/CENELEC Internal Regulations, the national standards organ
17、izations of the following countries are bound to implement this European Standard: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Ro
18、mania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. BS EN 15565:2008EN 15565:2008 (E) 4 Introduction Tourist guides are representatives of the cities, regions and countries for which they are qualified. It depends largely on them if visitors feel welcome, want to stay longe
19、r or decide to come back. They therefore contribute considerably to the perception of the destination. Tourist guides are able to help travellers understand the culture 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 a
20、nd natural heritage whilst on the other hand to help ensure its sustainability by making visitors aware of its importance and vulnerability. This European Standard supports European Union efforts to facilitate free movement of provision of services within its member states but also emphasises the im
21、portance 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 guides in all European countries. This European Standard gives freedom to countries, regions and cities to decide the level, extent and
22、 main areas of their training programmes, providing these programmes meet these minimum standards and requirements for tourist guide training which is a prerequisite for a quality tourist guide service in all member countries. BS EN 15565:2008EN 15565:2008 (E) 5 1 Scope This European Standard specif
23、ies minimum requirements for the provision of professional tourist guide training and qualification programmes. NOTE The requirements for training programmes specified in this European Standard are minimal; they do not preclude the provision of additional training or the assessment of additional com
24、petencies. 2 Normative references The following referenced documents are indispensable for the application of this document. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN 13809:2003,
25、Tourism services - Travel agencies and tour operators - Terminology 3 Terms and definitions For the purposes of this document, the terms and definitions given 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 cul
26、tural and natural heritage of an area, and who normally possesses an area-specific qualification usually issued and/or recognised by the appropriate authority EN 13809:2003 3.2 demonstration tour organised excursion or journey conducted by a qualified tourist guide where trainees observe in order to
27、 acquire the skills and knowledge required by the training programme 3.3 field trip organised interactive excursion or journey tutored by qualified tourist guides and/or experts in the field where the trainees practise skills and apply the knowledge acquired 4 Competencies The training programme sha
28、ll be designed to enable tourist guides within their area of qualification to: represent the area (site, city, region and/or country); guide groups or individual visitors (including those with special needs) around natural and man-made attractions of an area; research and develop information in orde
29、r to provide accurate and relevant commentaries; interpret for visitors the cultural and natural heritage as well as the environment; BS EN 15565:2008EN 15565:2008 (E) 6 help visitors to experience and understand what they are viewing and/or visiting; inform visitors on all the relevant aspects of l
30、ife in the area; create and/or develop guided tours in their area; use the appropriate language. The training programme shall be designed to enable tourist guides to: assess their audience; adjust to their respective interests and requirements by selecting relevant information; present the appropria
31、te information in a comprehensive and communicative way. The training programme shall be designed to enable tourist guides to be knowledgeable about: tourism industry and the profile of visitors in their area; relevant rules and regulations, including health and safety; taxation and insurance requir
32、ements; marketing and running a tourist guide business. 5 Framework of training programmes 5.1 General The training programme shall comprise the following elements: common subjects in accordance with Clause 6; area-specific subjects in accordance with Clause 7; practical training in accordance with
33、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 units may include: lectures, tutorials, e-learning, practical training, private study and assignments. NOTE This European Standard recognises that in
34、some situations the timeframe specified in this Clause will need to be expanded taking into account historic, cultural, geographic and other considerations. In any case the minimum duration of practical training should amount to 40 % of the total duration of the training programme. BS EN 15565:2008E
35、N 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 the individual categories shall be as follows: theoretical knowledge in accordance with subclause 6.1: 54 TU; guiding techniques and skills in accordan
36、ce with subclause 6.2: 108 TU; business knowledge and skills in accordance with subclause 6.3: 18 TU. The training programme on area-specific subjects in accordance with clause 7 shall comprise a total minimum of 180 TU. The minimum duration of the individual categories shall be as follows: theoreti
37、cal knowledge in accordance with subclause 7.1: 162 TU; working conditions in accordance with subclause 7.2: 18 TU. The training programme on practical training in accordance with Clause 8 shall comprise a minimum of 240 TU. Within the timeframe above the training programme shall specify the relevan
38、t duration of each of the following categories: lectures, tutorials, e-learning, practical training, time dedicated to be spent by trainees for private study and assignments. In the case of assignments and private study, the training programme shall specify the kind of activities to be performed. 5.
39、3 Methodology The training programme shall be designed such that the knowledge and skills as specified in Clauses 6 and 7 are delivered both theoretically and practically. 6 Common subjects 6.1 Theoretical knowledge The training programme shall comprise an introduction to the following theoretical s
40、ubjects, set in a European background and wider intercultural knowledge: world history and culture; legal and political system of the European Union; religions and philosophical movements; EXAMPLE enlightenment, liberalism, humanism history of art and architecture; arts (performing and visual) and l
41、iterature; BS EN 15565:2008EN 15565:2008 (E) 8 world geography and geology; professional ethics. 6.2 Guiding techniques and skills 6.2.1 General 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 practic
42、ally 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. 6.2.2 Presentation techniques The training programme shall comprise the following: voice projection, diction, microphone use, breathing techniques; eye contact
43、, stance, body language, posture; personal appearance and behaviour; style and vocabulary. 6.2.3 Communications techniques The training programme shall comprise the following: adaptation to audience requirements and environmental conditions; EXAMPLE 1 commentary and material interpersonal skills; se
44、lection, structuring and linking of information; handling and use of questions; stress management; time management; EXAMPLE 2 deliver a commentary concisely within the time allowed clear explanation and description of top visual priorities. 6.2.4 Group management The training programme shall compris
45、e the following: positioning of guide and group; neutral approach and politeness; BS EN 15565:2008EN 15565:2008 (E) 9 group dynamics; risk assessment; crisis and conflict management. 6.2.5 Guiding for persons with special needs The training programme shall comprise the following: awareness of potent
46、ial special needs of tourists (e.g. accessibility and design for all); adaptation of guided tours which allow access for those disabled or aged; adaptation of guided tours taking child safety into account. 6.3 Business knowledge and skills The training programme shall comprise the following: fundame
47、ntals of economics; tourism industry worldwide, its importance and development; tourist guide profession; the position of the profession in the tourism industry; sustainable tourism; commercial aspects of the tourist guide profession; EXAMPLE 1 accounting, marketing, and administration legal aspects
48、 of the tourist guide profession; EXAMPLE 2 intellectual property rights, e-commerce and data protection research, planning, developing and updating guided tours; health and safety regulations, management of emergency situations; debriefing and quality control. EXAMPLE 3 documentation, evaluation, m
49、onitoring, 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 accordance with Clauses 7.1.2 to 7.1.6. BS EN 15565:2008EN 15565:2008 (E) 10 7.1.2 Human history The training programme shall comprise the following: political, social
