Pleasant language is often soft and sweet, which is called "flexible language". Flexible language is characterized by friendly tone, soft tone, euphemistic wording, natural reasoning, more discussion tone, which makes people happy and friendly, has a strong sense of conquest, and often achieves the communicative effect of combining rigidity with softness. As the saying goes, a word can make people laugh and jump. In the tour guide service, it is an effective language method and skill for tour guides to communicate with tourists by using flexible language.

First, sincerely persuade with flexible language.

1 Use induced flexible language to persuade, that is, persuade, analyze advantages and disadvantages, or clarify facts, so that tourists can gradually convince and make wise choices. For example, when tourists from southwest China travel to Hainan, the whole team has the desire to see and play the sea, but some people are worried that they will lose a lot because they don't see the mountain scenery in the travel plan and don't want to adjust their itinerary. The tour guide said calmly, "since everyone is not interested in the mountain scenery here, shall we change the scenic spots by going through the necessary procedures to increase the time and place for everyone to see and play in the sea?" Everyone agreed with one voice after listening.

2. Use circuitous and flexible language persuasion, that is, indirect or indirect persuasion, so that tourists can easily accept it without hurting their self-esteem. For example, tour guides are most afraid of tourists whispering when explaining. At this time, if the tour guide makes the imperative language of "don't talk", even if it is stopped at that time, it is likely to cause tourists' dissatisfaction with the tour guide and create a potential crisis. If the tour guide adjusts his mind and says, "that gentleman (lady), you may have been here many times and know the situation better." Now everyone wants you to talk about your feelings and new discoveries as a supplement to the tour guide's explanation, okay? " He (she) will take the initiative to stop talking after listening.

Use suggestive and flexible language to persuade, locate accurately, and make people understand the meaning. For example, in view of the accommodation problem of single men or women, the tour guide should say to the tourists, "According to the provisions of the travel contract, three people can be arranged to live in a standard triple room, or double-standard rooms can be arranged to make up the difference. Living in the same room can increase feelings and take care of each other. It is not appropriate to make up for the expenses of the three of you. In view of this situation, you see ... "They immediately accepted the guide's hint.

Second, use flexible language to remind you in a friendly way.

1 Using honorific flexible language to remind visitors, such as "please" and "sorry", will make them feel respected and easy to raise their awareness. For example, say "sorry, the beautiful scenery makes you late again" to a late tourist. For tourists who like to whisper in the car, the tour guide can say, "Please close the curtains for that gentleman (lady), thank you!" He (she) will immediately divert his attention and feel that he has just lost his dignity.

Use flexible language to remind you. For example, use the questioning sentence in good faith: "Wouldn't it be better if (you are ready to leave in advance)?" Another example is that a tourist often does activities without the tour group during the tour, and the tour guide should ask with concern, "Sir (Madam), I wonder what you are interested in during the tour? Can you tell me so that I can make adjustments when the tour route and tour guide explain in the future? "

3 use humorous and flexible language to remind. For example, after finding the lost items of tourists, you say, "Your mobile phone has just traveled around the world, from you to the bedside table, to the waiters and hotel receptionists, to the tour guide, and finally to a safe home. It's so hard! " The tourist smiled and replied, "Thank you! Don't let it travel like this next time. "

Third, politely refuse in flexible language.

1 Reject in a roundabout and flexible language. For example, when seeing off the plane, a male tourist insisted on kissing a beautiful female tour guide goodbye. The tour guide said with a smile, "Big Brother, this kind of etiquette is to show respect and nostalgia for each other in the west, but it is expressed by shaking hands in China. Shaking hands is a traditional virtue. If you shake hands with me, you are satisfied with my tour guide service, right? " The male tourist held out his hand shyly.

2 Adopt induced flexible language refusal, that is, analyze the questions raised by tourists layer by layer, and guide tourists to respond to their own questions in a self-denying way. For example, a tourist asked, "Taiwan Province Province is an island and should be an independent country. What do you think of this? " The tour guide analyzed the history of Zheng Chenggong's recovery of Taiwan Province Province and other China, and then asked, "Just like Hainan Island, you can't regard it as an independent country just because it is an island with special customs?" Tourists nodded and smiled.

Using extended flexible language to refuse, that is, the tour guide extended some words in the tourists' discourse, resulting in a new way of refusal. For example, a tourist holding a cigarette from his hometown ostentatiously said to the tour guide, "This kind of cigarette is very expensive. I can't find it here. It suits my taste very well. Please try one. " The tour guide politely declined, "thank you. Since this cigarette suits your taste, it is a waste to give it to someone like me who is prone to pharyngitis and can't smoke. Please enjoy it yourself! " Such flexible language not only naturally rejects the other party, but also maintains its own dignity.

Fourth, apologize sincerely in flexible language.

1 Apologize in roundabout and flexible language, so as to directly apologize for the inconvenience. For example, the tour guide is not satisfied with some tourists because he has much contact with them. When the tour guide realizes it, he will take the initiative to take care of these tourists and say, "One person can't win the wishes of a hundred people, and a hundred people can't follow their own wishes. Different time, different place. The tour guide is yours and his, don't worry. Because I am too busy, I have to walk in the fog and come quickly. " Hearing this, the tourists made up.

Apologize in self-blaming and flexible language. Since this tour group was almost taken over from other tour guides, as soon as the tour guide got on the bus, he said, "I came here today to give gifts, apologize and express my feelings." I didn't make everyone happy yesterday, although it wasn't my responsibility, but I want to apologize on behalf of the ground agency and yesterday's tour guide, hoping to get your understanding. ..... In short, you understand that I am here, but I don't understand that I came with sincerity. " This makes people feel that tour guides dare to blame themselves and are willing to serve tourists, which is also a good comfort for tourists.

Apologize in humorous and flexible language. For example, a female tourist wet her skirt while playing at the seaside and blamed the tour guide. The tour guide smiled and said, "Sorry, the waves are too naughty. Next time, I will teach it to look at the skirt and sigh. " This sentence seems to be an apology, but in fact it points out that it is the result of tourists themselves.

This is the charm of flexible language. As far as practical application is concerned, tour guides can instill flexible language in persuasion, reminder, refusal and apology, improve the service level of tour guides and win the understanding, trust and goodwill of tourists.