What is it important to do when handling a complaint?
Assume responsibility for complaint.Offer compensation to participant.Explain limitations of organization.Focus on the issue, not personality.
Which of the following is an example of natural knowledge?
Hunting techniques.Biological relationships.Traditional medicine.Recreational areas.
Within the sender-message-receiver communication process, what must the sender provide to successfully complete the process?
Which of the following is a true statement about interpretation?
Interpretation is a science that can be taught.Interpretation is an interactive dynamic process.Interpretation is the break down of a whole into its parts.Interpretation is the delivery of factual information.
Which of the following is the best course of action when dealing with on-going verbal abuse from a participant while delivering a program?
Attempt to handle the situation without ruining the experience for others.Ignore the disruption since it will probably resolve itself.Make use of law enforcement resources if they are readily available.Suspend the program immediately at the first sign of undesirable behaviour.
Participating in public relations activities and responding to enquiries are aspects of which of the following?
Advertising plan.Au développement du produit.Aux tâches administratives.À la mise à jour des compétences et des connaissances.
A heritage interpreter dressed as a character from an 1870's village would be providing which of the following type of interpretation?
Demonstration.Living history.Cultural interpretation.Performing arts.
Why is it important to read current, relevant publications and attend workshops?
To upgrade a person’s skills and knowledge.To enhance morale and team spirit.To encourage participant responsiveness.To foster community involvement.
Which of the following are guidelines for program delivery?
Express personal opinions.Use industry terms and jargon.Define acronyms when used.Sensationalize current topics.
A heritage interpreter is delivering a program when a fire alarm rings. What critical thing should the interpreter do?
Document the cause of the fire.Wait for verification of a fire.Protect the organization’s assets.Stay calm while evacuating the area.
Which of the following is part of adhering to safety and security procedures?
Applying basic learning principles.Identifying the effects of tourism on the environment.Promoting stewardship amongst co-workers.Identifying emergency calling numbers in the area.
While leading a group of participants on a walking tour through a wooded area, a heritage interpreter in a nature reserve finds a previously unknown artifact. Which of the following is the most appropriate course of action?
He should not disturb or remove the artifact but report its location.He should pick up the artifact gently and transport it to his supervisor.He should pick up the artifact, show it to the tour group, and then replace it.The action taken is dependent on the value of the artifact.
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