Tour Guiding: Reacting to Unexpected Situations

Because the Kent Museum is a public place, anything can happen. The Good Guide warned that “[Tour guides] should be ready to change direction or react to an unexpected situation whenever problems arise. We should be gracious, friendly, and warm with all visitors” (Grinder 9).

I kept this in mind as I gave my next tour to an elderly man.

The man and I were upstairs, and I opened a door to the attic which revealed a flight of stairs. One of the rules I was instructed to follow when giving tours was to show the stairs leading to the attic, but not to let anyone go up the stairs into the attic, since it was an unrestricted area. However, as I was describing how the attic may have been used in earlier ages, the man started climbing up the stairs.

“Please don’t go up the attic” I pleaded.

“Why not?” he asked.

“Because the lights don’t work and it’s hazardous. Trust me, there’s nothing interesting up there.”

“So you have been up there?” He smiled and looked up towards the attic. I was tempted to call my supervisor, but I was worried that the man would find it offensive- which according to The Good Guide, would be the last thing that I would want to do (Grinder 9).

After a little more begging, he came down and I closed the door. At the end of the tour, we had a laugh about it which made it clear that he did not find any offense.

Question: is it ever okay to not be nice to a visitor?

Grinder, Alison L., and E. Sue. McCoy. The Good Guide: A Sourcebook for Interpreters, Docents, and Tour Guides. Scottsdale, AZ: Ironwood, 1985. Print.