Tourism services - Requirements for the provision of professional tourist guide training and qualification programmes

This European Standard specifies 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 competencies.

Tourismus-Dienstleistungen - Anforderungen an Ausbildungsdienstleistungen und Qualifikationsprogramme von Gäst-/Fremdenführern

Diese Europäische Norm legt die Mindestanforderungen bezüglich der Bereitstellung von beruflichen
Ausbildungs- und Qualifizierungsprogrammen von Gäste-/Fremdenführern fest.
ANMERKUNG Die in dieser Europäischen Norm festgelegten Anforderungen an Ausbildungs- und
Schulungsprogramme sind Mindestanforderungen; sie schließen die zusätzliche Ausbildung oder die Überprüfung
ergänzender Kompetenzen nicht aus.

Services touristiques - Exigences relatives aux programmes de formation professionnelle et de qualification des guides touristiques

La présente Norme européenne spécifie les exigences minimales relatives aux programmes de formation
professionnelle et de qualification des guides touristiques.
NOTE Les exigences relatives aux programmes de formation spécifiés dans la présente Norme européenne sont
minimales ; elles n’excluent pas le besoin de fournir des formations complémentaires ou d’évaluer des compétences
supplémentaires.

Turistične storitve - Zahteve za ponudbo usposabljanj za profesionalne turistične vodnike in programe usposabljanj

Ta evropski standard podpira Evropsko unijo v prizadevanjih zagotoviti prosti pretok storitev (svobodno opravljanje/izvajanje storitev) med državami članicami, obenem pa poudari pomen usposobljenih turističnih vodnikov za zagotavljanje visoke kakovosti turističnih storitev. Skupni evropski standard o usposabljanju turističnih vodnikov omogoča državam, regijam in mestom svobodno odločanje glede ravni, obsega in glavnih področij programov usposabljanja, če bodo le-ti izpolnjevali minimalne standarde in zahteve za usposabljanje, kar je prvi pogoj za kakovostno storitev turističnega vodnika v vseh državah članicah.

General Information

Status
Published
Publication Date
11-Mar-2008
Technical Committee
Current Stage
9060 - Closure of 2 Year Review Enquiry - Review Enquiry
Start Date
04-Jun-2018
Completion Date
04-Jun-2018

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Standards Content (Sample)

2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Tourismus-Dienstleistungen - Anforderungen an Ausbildungsdienstleistungen und Qualifikationsprogramme von Gäst-/FremdenführernServices touristiques - Exigences relatives aux programmes de formation professionnelle et de qualification des guides touristiquesTourism services - Requirements for the provision of professional tourist guide training and qualification programmes03.200.01VSORãQRLeisure and tourism in general03.080.30Storitve za potrošnikeServices for consumersICS:Ta slovenski standard je istoveten z:EN 15565:2008SIST EN 15565:2008en,fr,de01-maj-2008SIST EN 15565:2008SLOVENSKI

STANDARD
SIST EN 15565:2008

EUROPEAN STANDARDNORME EUROPÉENNEEUROPÄISCHE NORMEN 15565March 2008ICS 03.080.30; 03.100.30 English VersionTourism 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 anAusbildungsdienstleistungen und Qualifikationsprogrammevon Gäst-/FremdenführernThis 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 standard 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 language 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,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 STANDARDIZATIONCOMITÉ EUROPÉEN DE NORMALISATIONEUROPÄISCHES KOMITEE FÜR NORMUNGManagement Centre: rue de Stassart, 36

B-1050 Brussels© 2008 CENAll rights of exploitation in any form and by any means reservedworldwide for CEN national Members.Ref. No. EN 15565:2008: ESIST EN 15565:2008

EN 15565:2008 (E) 2 Contents Page Foreword..............................................................................................................................................................3 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 General....................................................................................................................................................6 5.2 Timeframe...............................................................................................................................................6 5.3 Methodology...........................................................................................................................................7 6 Common subjects..................................................................................................................................7 6.1 Theoretical knowledge..........................................................................................................................7 6.2 Guiding techniques and skills..............................................................................................................8 6.2.1 General....................................................................................................................................................8 6.2.2 Presentation techniques.......................................................................................................................8 6.2.3 Communications techniques................................................................................................................8 6.2.4 Group management...............................................................................................................................8 6.2.5 Guiding for persons with special needs.............................................................................................9 6.3 Business knowledge and skills............................................................................................................9 7 Area-specific subjects...........................................................................................................................9 7.1 Theoretical knowledge..........................................................................................................................9 7.1.1 General....................................................................................................................................................9 7.1.2 Human history......................................................................................................................................10 7.1.3 Environment.........................................................................................................................................10 7.1.4 Culture..................................................................................................................................................10 7.1.5 Economics............................................................................................................................................10 7.1.6 Contemporary life................................................................................................................................11 7.2 Working conditions.............................................................................................................................11 8 Practical training..................................................................................................................................11 9 Assessment for qualification..............................................................................................................12 10 Training providers...............................................................................................................................12 10.1 General..................................................................................................................................................12 10.2 Quality assurance................................................................................................................................13 10.3 Requirements for trainers...................................................................................................................13 10.3.1 General..................................................................................................................................................13 10.3.2 Qualification 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)

A–deviations................................................................................................................16 Bibliography......................................................................................................................................................17

SIST EN 15565:2008

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 or 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 responsible 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, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland and the United Kingdom. SIST EN 15565:2008

EN 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 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 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 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 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 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 prerequisite for a quality tourist guide service in all member countries. SIST EN 15565:2008

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 specified 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 edition 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 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 [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 guides 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 individual 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; SIST EN 15565:2008

EN 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 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 tourist 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:  tourism 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 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 units 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 considerations. In any case the minimum duration of practical training should amount to 40 % of the total duration of the training programme. SIST EN 15565:2008

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 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 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:  theoretical 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 relevant 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. 5.3 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

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