ISO TR 21102-2013 Adventure tourism - Leaders - Personnel competence《探险旅游 领导者 人员能力》.pdf

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1、 ISO 2013 Adventure tourism Leaders Personnel competence Tourisme daventure Leaders Comptence du personnel TECHNICAL REPORT ISO/TR 21102 First edition 2013-09-01 Reference number ISO/TR 21102:2013(E) ISO/TR 21102:2013(E)ii ISO 2013 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO 2013 All rights

2、 reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from eith

3、er ISO at the address below or ISOs member body in the country of the requester. ISO copyright office Case postale 56 CH-1211 Geneva 20 Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.org Web www.iso.org Published in Switzerland ISO/TR 21102:2013(E) ISO 2013 All rights reserved iii

4、Contents Page Foreword iv Introduction v 1 Scope . 1 2 T erms and definitions . 1 3 Role of the leader . 2 4 Expected results 2 4.1 Conformance . 2 4.2 Leading groups . 2 4.3 Technical abilities . 3 4.4 Managing risks 3 4.5 Responding to incidents and emergencies . 4 4.6 Behaving professionally and

5、ethically 4 5 Desirable competences 5 5.1 General . 5 5.2 Knowledge 5 5.3 Skills . 6 5.4 Attitudes or attributes 6 6 Maintenance and improvement of competence . 6 6.1 Ongoing professional development 6 6.2 Maintenance of competence 7 Bibliography 8 ISO/TR 21102:2013(E) Foreword ISO (the Internationa

6、l Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been es

7、tablished has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardi

8、zation. The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance

9、with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives). Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of a

10、ny patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www.iso.org/patents). Any trade name used in this document is information given for the convenience of users and does not constitute an endorseme

11、nt. For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplementary information The committee responsib

12、le for this document is ISO/TC 228, Tourism and related services.iv ISO 2013 All rights reserved ISO/TR 21102:2013(E) Introduction Adventure tourism Adventure tourism is a global industry that is growing in importance. Whether provided on a commercial, not for profit or charitable basis, adventure t

13、ourism activities involve an accepted, inherent element of risk and challenge. Taking risks brings rewards but also brings dangers. In order to maximize the rewards, adventure tourism activity providers should operate as safely as practicable. ISO 21101, ISO/TR 21102 and ISO 21103 provide a basis fo

14、r adventure tourism activity providers to plan, communicate about, and deliver adventure tourism activities as safely as practicable. Effective implementation of these International Standards will help consumers make informed choices about activities and providers. Adventure tourism standards The pu

15、rpose of these International Standards is to set out the minimum requirements for safety management systems and communication to participants. The following two International Standards are independent entities since they apply to different aspects of adventure tourism: ISO 21101: specifies how the a

16、dventure tourism organization manages its operations in terms of safety. ISO 21103: specifies the minimum information that shall be communicated to participants and potential participants before, during and after the activity to ensure safety. ISO/TR 21102: provides data on the minimum competence of

17、 adventure tourism activity leaders. Purpose of this Technical Report Adventure tourism activity leaders competences for conducting participants and assuming responsibility for them is a critical factor in ensuring delivery of safe adventure tourism activities. Competence is a concept that involves

18、not only skills but also a knowledge of attitudes or attributes. Depending on the type of adventure tourism activity (rafting, hiking, cascading, climbing, among others), different competences are required. Nevertheless, there are some competences that are common to every adventure tourism activity.

19、 These common competences (and the respective expected results) are the focus of this Technical Report. It is expected that competent leaders for specific adventure tourism activities will use this Technical Report as a reference. ISO 2013 All rights reserved v Adventure tourism Leaders Personnel co

20、mpetence 1 Scope This Technical Report indicates what the market normally considers as desirable competencies and the related expected results of competencies for adventure tourism activity leaders common to any adventure tourism activity. This Technical Report does not apply to adventure tourism ac

21、tivity leaders involved in underwater activities for which there are other specific International Standards. 2 T erms a nd definiti ons For the purposes of this document, the following terms and definitions apply. 2.1 competence ability to apply knowledge and skills to achieve expected results (2.2)

22、 2.2 expected results results of performed activities in provision of service Note 1 to entry: Expected results can refer to an occupation, a competence (2.1) or a set of competencies. 2.3 adventure tourism activity adventure activity for tourism purposes that involves a degree of instruction or lea

23、dership and a deliberate accepted element of risk Note 1 to entry: An accepted element of risk means that the participant has a minimum understanding about the risk involved. 2.4 competent person someone who has the competence (2.1) to perform specific functions 2.5 leader competent person ( 2 . 4 )

24、 w h o t a k e s r e s p o n s i b i l i t y f o r p e o p l e , a n d i s a b l e t o l e a d a n d s u p e r v i s e a n assigned activity 2.6 participant person taking part in the adventure tourism activity (2.3) but not a member of the leadership team Note 1 to entry: A participant might also be

25、 referred to as client, customer or similar Note 2 to entry: A leadership team comprises several leaders (2.5) 2.7 contingency measures preventive or corrective action to be adopted in response to an event and a need to depart from the agreed plan of action TECHNICAL REPORT ISO/TR 21102:2013(E) ISO

26、2013 All rights reserved 1 ISO/TR 21102:2013(E) 2.8 emergency serious situation requiring immediate action 2.9 f i r s t a i d emergency (2.8) procedures aimed at maintaining vital functions whilst ensuring that the condition of a person who is wounded, unconscious or whose life is in danger is not

27、aggravated, until he or she receives more qualified assistance 3 Role of the leader The role of the leader, regardless of the adventure tourism activity being undertaken, usually includes: a) participant assistance; b) safety management and care of participants and the leadership team in accordance

28、with the operators safety management system, including provision of appropriate information, instruction, supervision and training; c) application of emergency procedures; d) information sharing. 4 Expected results 4.1 Conformance Complying with legislation and other normative requirements including

29、, but not limited to assuming pertinent responsibilities and meeting the legislation requirements of the region(s) in which the adventure tourism activity leader acts. 4.2 Leading groups Usually the role of the leader includes: a) Using technical skills before or during the adventure tourism activit

30、y to decide about changes in the programming, including, but not limited to: 1) undertaking analysis of the situation and cancelling or changing the activity due to hazards, risks and unforeseen situations; 2) adopting contingency measures; 3) making use of natural phenomena that are helpful for wea

31、ther forecasting; 4) deciding about alternative routes or activities in response to changes in the weather, local operating condition or participants; capabilities and expectations. b) paying specific care and attention to safely leading groups during planned and unplanned routes including, but not

32、limited to: 1) presenting activity programmes and giving formal safety briefings; 2) organizing, controlling and facilitating the integration among group participants; 3) adapting programmes so that they meet the needs of different groups; 4) establishing limits related to group and participant beha

33、viours;2 ISO 2013 All rights reserved ISO/TR 21102:2013(E) 5) mediating conflicts; 6) dealing with adverse or unusual situations and identifying potential high risk hazards through continuous assessment; 7) critical clothing or equipment required as a necessity; 8) assessing participant competency l

34、evels and stress levels. 4.3 Technical abilities The technical abilities of the leader should include, but not limited to: a) applying technical skills such as orientation and navigation; b) checking that the use of equipment is in accordance with current good practice or manufacturers instructions,

35、 including, but not limited to: 1) keeping equipment organized and in a serviceable state; 2) watching for signs of wear or defect;. 3) advising participants on the appropriateness and correct use of their personal clothing and equipment for the activity and monitoring participants during the activi

36、ty to ensure the equipment is used correctly; 4) knowledge of equipment and ability to do basic repairs. c) instructing the participant in the minimum practical techniques needed for performing the activity including, but not limited to: 1) utilizing instruction techniques related to the activities

37、to be practiced; 2) developing individual competence; 3) creating an environment of stimulation for learning; 4) using language understood by participants and checking for understanding; 5) communicating correct and sufficient information; 6) demonstrating emergency procedures; 7) informing in minim

38、um social and environmental impact procedures that apply; 8) demonstrating equipment usage. 4.4 Managing risks The leaders role in managing risk usually includes: a) ensuring the well-being and safety of the participant through continuous monitoring and assessment and where necessary taking appropri

39、ate action during the activity including, but not limited to being capable of: 1) managing hazards and risks likely to impact upon the physical and emotional safety of participants; 2) assessing factors that can contribute for accidents; 3) encourage positive relationships and teamwork among group m

40、embers; 4) encouraging and valuing respect for physical and emotional safety of participants; ISO 2013 All rights reserved 3 ISO/TR 21102:2013(E) 5) watching for signs of physical and mental fatigue and emotional distress; 6) recommending adequate food and clothing for the activity and ensuring suff

41、icient supply in emergencies; 7) ensuring that participants are informed and understand emergency measures; 8) communicate appropriate and inappropriate behaviours; 9) intervening when inappropriate behaviour occurs; 10) not exposing themselves or other leaders to unnecessary risk themselves; 11) en

42、suring the activity follows the organizations operating procedures. 4.5 Responding to incidents and emergencies The leaders role in responding to incidents and emergencies usually includes: a) managing emergency situations including, but not limited to: 1) assessing emergency situations and organizi

43、ng evacuation or rescue, if necessary; 2) controlling groups; 3) arranging the calling of and on-going liaison with emergency services, resources or other support; 4) ensuring the well-being of participants in adverse situations in order to prevent or minimize harm; 5) referring to emergency checkli

44、sts. b) applying first aid including, but not limited to: 1) applying first aid within the scope of their experience and training; 2) applying first aid adequately to each situation, according to the law. 4.6 Behaving professionally and ethically a) preventing or minimizing environment and social im

45、pacts deriving from adventure tourism activities including, but not limited to: 1) applying minimum negative impact practices; 2) sensitizing and orienting the group about the importance of environment conservation and respect for the local communities; 3) intervening in group actions when these are

46、 deemed harmful to the environment or to local communities; 4) promoting conservation practices during the adventure tourism activity; 5) respecting and complying with visitation rules in the geographic area of work or activity; 6) working to ensure participants satisfaction including, but not limit

47、ed to, informing participants of the activitys generic characteristics before its commencement; 7) keeping the participant motivated and interested in the programme; 8) keeping the participant informed of specific aspects during the development of the activity; 9) being aware of individual needs and

48、 providing respective support; 10) receiving complaints and suggestions and responding appropriately;4 ISO 2013 All rights reserved ISO/TR 21102:2013(E) 11) solving problems and establishing consensus among divergent interests. b) looking after own personal presentation and professional bearing incl

49、uding, but not limited to: 1) taking care of hygiene, looks, physical bearing and readiness; 2) setting limits in order to develop an effective, professional relationship with the participants during the activity and avoid any inappropriate behaviour; 3) dealing with embarrassing situations; 4) using appropriate language and treatment; 5) maintaining high ethical and professional standards. 5 Desirable competences 5.1 General The desirable competences necessary for achieving expected results shall be evaluate