The Little Mermaid scenario refers to two forms of communication: verbal and nonverbal communication. Words are used in verbal communication, while body language and one’s attitude are used in nonverbal communication.

Elements of the Voice

Using voice, face to face, to deliver tour guide’s service can be a mixture of verbal and nonverbal communication, as voice encompasses the following elements:

Volume – the loudness or softness of the sound

Speed – the pace or tempo of delivery

Articulation – the accent or pronunciation

 Tone – the quality of voice

When tour guides speak, they apply these two forms of communication. They use voice to provide information and convey meanings through spoken words. They use their appearance and attitude to lead the group, serve as a model, and exude appropriateness.

Other forms of nonverbal communication in tour guiding include the following:

• Smile;
• Facial expressions; and
• Hand gestures.