Managing Conflict and Stress in Tourism

What often causes stress for a tour guide?

• Bad weather

• 
  Too many tours and tiredness

• Happy tourists

• Short tours

What is the best way to handle a tourist complaint about a hotel?

• Ignore the complaint

• Blame the tourist

• Listen, apologize, and offer a solution

• Leave the situation

Which leadership style is best in a stressful team situation?

• Authoritarian

• Passive

• Democratic

• Aggressive

What helps reduce stress for tourism workers?

• More work hours

• Support from coworkers and managers

• Ignoring emotions

• Raising prices

How should a conflict between a tourist and staff be solved?

• Shout at the tourist

• Ignore the problem

• Talk and find a compromise

• Fire the staff

Which is a good way to manage personal stress?

• Breathing exercises

• Raising your voice

• Ignoring the stress

• Changing your job

What should a manager do if there is a team conflict?

• Do nothing

• 
  Fire everyone

• Talk with the team and discuss the problem

• Punish one employee

How can a tourism company avoid client conflicts?

• Give no information

• Give clear information in advance

• Hide from clients

• Make false promises

What is a common cause of stress for tourists?

• Good service

• Lost luggage

• A smiling guide

• Free excursions

What is the best way to solve a conflict between tourists?

• Let them fight

• Shout at them

• Calmly listen and suggest a solution

• Ignore the situation