"Psychological tourism as an innovative phenomenon in the realities of the tourism industry of the Russian Federation" (psychological tourism technology). Psychological aspects when communicating with clients in the tourism business

Terminology - what is it about

This lecture is devoted to the disclosure of several topics that are part of something whole - this whole can be referred to as "tourism psychology", "tourist psychology", "tourism and psychology" or "psychology and tourism". No matter how you designate the topic, the following is important - we will talk about one of the sections of applied psychology, i.e. about psychology in its particular application to the practice of tourism. To understand the essence of the problem under consideration, it is immediately necessary to understand the terms found in its title.

Tourism is usually understood as two little overlapping areas - this is, firstly, the purposeful (or aimless) more or less long life of a person (or a group of people) in the wild, undeveloped (or practically undeveloped) nature (in the forest, steppe, deserts, mountains , caves, etc.), and, secondly, travel-excursions around cities and villages in order to see man-made and miraculous sights (with accommodation in hotels and hotels, meals in canteen restaurants, and so on). Each area has its own specific psychological coloring. This lecture focuses on the first of the above areas.

Psychology (“psyche” - soul, “logos” - science) is the science of the soul. What is meant here by the word "soul"? Any person can think, has the ability to feel, can set goals and achieve them - reason, feelings and will are different manifestations of the human soul. It is these manifestations in their unity that the science of psychology studies. For those interested in the appendix to the lecture there is brief reference on the state of psychology at the present stage.

In passing, it should be noted that each of us has, to one degree or another, moral consciousness, moral feeling (conscience) and moral will. Usually they speak either about the moral side of the soul, or separate the moral side of a person, calling it "the human spirit." The study of problems related to conscience, as a rule, goes beyond the scope of psychology.

Conclusion: in general, speaking about the psychology of tourism, we are talking about the state of mind (mind, feelings, will, moral sphere) of a person who is either in the wild, undeveloped nature, or is preparing to stay in these conditions.
The Importance of Studying the Psychology of Tourism

Any tourist knows that the main problem of tourism, which is addressed by many efforts, is the problem of the safety of this type of human activity. A tourist needs to return from a hike alive and well - this is an axiom that hardly anyone will argue with. In normal practice, this problem is solved through the physical and technical training of the tourist - for this there is theoretical training (lectures, etc.), various kinds of physical and technical training, competitions. But if we analyze various types of emergencies that occurred during campaigns, it is clear that the main cause of most of these events are certain psychological factors. There is another problem. It may happen that for one reason or another a person after the very first hike will lose his psychological health - fall into pessimism, despondency, despair. Naturally, such a loss of health is less noticeable than a dislocation, fracture, frostbite - it's just that a person no longer appears in the tourist club, his future life is unknown. And if at the same time, as a result of his deep despair, a person simply gets drunk, or decides to voluntarily part with his life, then this will be no less catastrophic than, for example, death from a fall from a rope.

Thus, we can safely say that the psychological preparation of a tourist is a safety factor, and should take its place, becoming next to the physical and technical training. In my opinion, every tourist needs to learn elementary methods of psychological training, and constantly engage in this type of training (this, by the way, will help to save oneself in ordinary everyday city life).

Example. In extreme danger, a person instantly develops the emotional stress of fear. The reaction of most untrained people to strong fear is to first fall into a “stupor”, when the muscles become stiff and it is impossible to move, and then instantly switch to strong psychological (thinking is feverishly looking for a way out of the situation) and motor (a person runs to no one knows where) activity. But during the "stupor" the situation may become uncontrollable, and the active phase makes it difficult to soberly assess the situation - both options are fraught with injury or death. Training can help develop, for example, another reaction to fear - a sober assessment of the situation, and a quick, but at the same time smooth, avoidance of danger.

It remains only to add that the concept of security psychology has now been singled out for psychological science, and the corresponding scientific branch has begun to develop. Its task is to study the influence of various kinds of internal and external factors on the occurrence of neuropsychological breakdowns, and ways to prevent related problems.

Organization of consideration of the topic of tourism psychology

As a rule, for a better systematic disclosure of a topic, it is divided into interconnected parts or sections. Obviously, general theme tourism psychology should be divided into 2 sections. The first of them is everything that concerns each person personally. This section can be called "the human personality in the wild undeveloped nature for quite a long time", or simply "tourist psychology". The purpose of this section is to describe the general basic information from human psychology, and try to apply them to the specifics of tourist life. The second section is devoted to everything that concerns a certain number (starting from 2, and up to a reasonable infinity) of people who are going to live the life of a tourist - this section can be called "the psychology of a group of tourists." Here we should talk about the psychological climate of the tourist group.

In addition, when considering the topic of interest to us, three important topics should be highlighted. The first concerns the features of the activities of the head of the tourist group - this is the "psychology of the management of the tourist group." This topic deals with the formation and maintenance of group unity, the relationship of group members to the leader, the psychology and behavior of the leader himself, etc. The second topic concerns human behavior in an extreme situation, "psychology of extreme situations" - what is an extreme situation, the stages of its course, the impact on a person's future life, etc. The third topic is the basics of the practice of psychological training. In this lecture, these three above topics are not specifically considered - the author plans to consider these topics in the future.

For general, as they say, development, we can briefly outline the entire amount of problems related to the topic of tourism psychology.

Being engaged in the "psychology of the tourist", you can look for answers to questions such as: Why go hiking at all? How do the mind, feelings and will behave under the influence of extreme natural factors (for example, cold)? What is the behavior of a person who is under the influence of strong emotions (for example, emotions of fear). How to overcome yourself (for example, your laziness)? What role does tourism play in the process of self-discovery? What to do in order not to be involved in a conflict relationship, and how to behave if this nevertheless happened? What psychological qualities are necessary for a participant or leader of a trip? How does participation in a campaign affect the subsequent psychological state of a person? What psychological qualities should a team leader have? How does a person react to an emergency situation? Etc.

When dealing with the “psychology of a group of tourists”, it is necessary to pay attention to the following areas: The process of organizing a group, its structure, development and self-development; Psychology of participation in a group and leadership of a group; Conflicts - the causes and process of their occurrence, the course of the conflict, its resolution, the consequences of the conflict. The reaction of the group to the emergency situation that has arisen. Etc.

From a pedagogical point of view, it is possible to raise the question of building a system for training the psychological qualities of a tourist.

1. Psychology of a tourist

Starting to consider the topic, you need to immediately decide on one important issue. Each of us humans is a unique individual. Each of us can say to ourselves - "I am", - this is the expression and reflection of personality. Each of us can turn to the other - "I turn to You" - this is where the relationship of personalities begins. Each of us is unique, there is no copy and cannot be. But - in each of us, some universal characteristics are strictly individually refracted and reflected. As a science, psychology studies these very universal characteristics - artificially created generalizations, some models that allow you to better understand the unique human personality. In the following, we will briefly review most of these characteristics, and we will attempt to theoretically apply these models to some kind of "imaginary tourist").

Temperament.

Let's start with what relates to the features of the functioning of the human nervous system - with temperament. According to one of the definitions, "Temperament (translated from Latin - a mixture, proportionality) - these are those innate characteristics of a person that are due to the intensity and dynamics mental processes: the degree of balance, emotionality, general and mimic mobility "

There are four main types of temperament (named by Hippocrates) - sanguine (translated from Greek "blood"), phlegmatic ("mucus"), choleric ("yellow bile"), melancholic ("black bile"). The temperament of a person directly depends on the current state of his nervous system, more precisely, on the characteristics of the processes of excitation and inhibition in it. These features are defined as follows. Strength - the ability of the nervous system to withstand strong stimuli, depends on the endurance and performance of nerve cells. Balance - the ratio of the processes of excitation and inhibition (the predominance of one of them or the balance of both processes). Mobility - the degree of speed of change of excitation and inhibition, and vice versa. Then:

Choleric (second name Unrestrained). This temperament is characterized by strength, imbalance, mobility nervous processes. A person is mobile, excitable, with difficulty brings his plans to the end, he is characterized by a quick change of mood. It can be assumed that in the conditions of travel, the choleric person will violently admire the beauties surrounding him, easily switch between activities, “excite” his comrades, easily enter into conflicts, and so on. Apparently, he will quickly get tired of the trip, and will look forward to the end of the campaign - but only in order to dream about the next trip the day after his return. In natural conditions, there is such a dilemma for a choleric person - his mobility and rapid excitability can be both fatal and saving.

Sanguine (second name Live). This temperament is characterized by strength, balance, mobility of nervous processes. The person is energetic, quick, cheerful, sociable, relatively easy to respond to life difficulties. It seems to me that this type of temperament is ideal for a tourist - with all the positive things that are possible for him on a hike, it is difficult to find something that would be dangerous for him. One gets the impression that most of the tourists are sanguine people.

Phlegmatic (second name Calm). This temperament is characterized by strength, balance, inertness of nervous processes. A person is balanced, calm, slow, it is difficult for him to quickly switch his attention from one type of activity to another. It can be assumed that it will be difficult for a phlegmatic person to travel because of his slowness, and his companions may also have difficulties in this regard. However, in difficult conditions, his calmness can inspire confidence in others, and it is difficult to replace phlegmatic when it is necessary to calmly and balancedly solve any one problem. Those who are going to lead (including travel) should take into account that a phlegmatic person (and even more so a melancholic person) cannot simultaneously solve several tasks and instantly switch from one activity to another, which is required for leadership. Consequently, if a phlegmatic leader takes over all the work, then his nervous system will quickly become exhausted, irascibility will appear, resulting in unmotivated rigidity of the leadership, and it will end in headaches, general malaise, neurasthenia. It is easy to understand that the temper and unmotivated rigidity of the head of the tourist group is in conflict with the safety of travel.

Melancholic (second name Weak). This temperament is characterized by weakness, imbalance, inertia of nervous processes. A person is sensitive to adversity, closed, shy, timid, gets tired quickly, prone to sadness. As it seems, the melancholic is the most difficult to become a tourist. It will be difficult for him to overcome difficulties on the journey, shyness and timidity will become an obstacle in communication, his rapid fatigue will make him the last on the route and create problems for others. Nevertheless, there are melancholics in tourism, and these are those who are in a constant stubborn struggle with their nature, who, through constant training, try to overcome themselves, and for them tourism is an ideal field for this.

It is important to understand that temperament types are theoretical “poles” that do not manifest themselves in any personality in a “pure” form. Their manifestation depends on the innate properties of the nervous system, on the activity of the person himself (volitional efforts, training of the nervous system), on external conditions that affect the human nervous system. Nevertheless, each of us, both at a given moment in time and more or less constantly, gravitates towards one or another pole. But it is very difficult to determine this pole by external behavior - it is necessary to use special psychological tests.

Understanding the above is important in the psychology of tourism. For example, under normal conditions, we are accustomed to the fact that this or that person shows signs of a choleric type of temperament. We expect this from him on the journey as well. But suddenly it turns out that under the influence of internal and external conditions (fatigue from physical exertion, cold, hunger, a sharp unusual change in weather) the strength of his nervous processes weakens, they become inert - and the person turns into a typical melancholic. The campaign is over - and again we have a typical choleric. Or, conversely, in a critical situation, under the influence of severe stress (see below for stress), a typical melancholic develops strength, balance and mobility of nervous processes - he becomes a sanguine person, takes correct solution, possibly saving himself and the group. Time passes - and he again shows the features of a melancholic.

Character and its accentuations.

Temperament is directly related to the human character. Character is understood as a set of basic individual traits inherent in a particular person. These traits are usually divided into positive (truthfulness, kindness, tact, organization, discipline, etc.) and negative (deceit, anger, rudeness, disorganization, indiscipline, etc.). There are no and never existed people in the world who would be characterized only by positive, or only by negative traits of character - each person has both. The connection of temperament with character is such that, although character traits do not depend on the type of temperament, the type of temperament facilitates the development of positive and the rooting of negative character traits. For example, organization and discipline are easier given to phlegmatic, kindness and responsiveness - to melancholic, organizational skills and sociability - to sanguine and choleric; irascibility and rudeness take root in the choleric, indifference in the phlegmatic, touchiness and pessimism in the melancholic.

There are very encouraging observations, according to which, in most cases, tourism helps a person to smooth out negative traits his character, and acquire positive traits.

It is necessary to have some understanding of the complex and important topic associated with character accentuation. Accentuation of character is a sharpness, a vivid expression of some character traits. With accentuation, a person’s selective sensitivity to certain life circumstances (with increased resistance to others) is manifested, which contributes to the occurrence of a certain type of nervous breakdown (neurosis). Any person has this or that share of character accentuation, but its degree varies from subtle to pronounced (on the verge of psychopathy), and it does not appear constantly, but depends on the circumstances. In any case, the character accentuation can be smoothed out and brought closer to the norm. In the accentuation of character, both positive and negative charges are hidden, and which one will prevail depends on upbringing, self-education, and life circumstances.

12 types of character accentuation are distinguished. We will not list them all, but for example, consider one of them. This is a hyperthymic type of accentuation - when a person has a constantly elevated mood. Such a person is sociable, talkative, lively, gesticulates, often moves away from the original topic of conversation, and is prone to upset about comments from others. He attracts others with energy, thirst for activity, initiative, a sense of new, optimism. It repels others with frivolity, a tendency to immoral acts, irritability in the circle of close people, projectionism, an insufficiently serious attitude to family and official duties. If on a journey such a person is placed in conditions of strict discipline, or entrusted to him with monotonous activity, then conflict with him simply cannot be avoided.

Physicists and lyricists, extroverts and introverts.

In addition to temperament, the type of general nervous activity affects the formation of the following directions of external and internal orientation of a person.

Thinking (physics). A person with this type of nervous activity is reasonable, prone to a detailed analysis of events, abstract-logical thinking. His feelings are restrained, they pass the filter of reason. Usually engaged in mathematics, philosophy, science. Being a tourist, such a person calculates the route in detail, constantly follows the map, scientifically “peers” at the surrounding vegetation, studies stones, collects various collections, and so on.

Artistic (lyrics). Such a person has figurative thinking, developed emotionality, brightness of imagination, immediacy, liveliness of perception. He is engaged in poetry, theater, writing and artistic creativity. He has a wide social circle. When traveling, such a person is able to see and remember the beauty of nature, to please friends at rest with good emotional singing to the guitar, he loves the cleanliness and beauty of tourist clothes, and much more.

Middle. Almost all people - up to 80% - belong to this type, it's just that for some, the rational or emotional principle with all its signs slightly predominates.

Psychologists have long noticed that some people are constantly, as it were, turned to themselves, while others - to the outside world. This is how the concept of extraversion and introversion arose.

Extroverts ("outward facing"). These are those who are characterized by sociability, talkativeness, carelessness, optimism, cheerfulness, mobility, irascibility, aggressiveness, lack of control of emotions. Their usual temperament is choleric or sanguine.

Introverts ("turned inside"). These are those who are guided by their own feelings and ideas, they are reserved, shy, prefer a book instead of live communication, distant from everyone (except relatives), distrust sudden urges, take decisions seriously, control emotions, love order, pessimistic highly value ethical standards. Feelings and decisions are stable. Their usual temperament is phlegmatic and melancholic.

As in the case of temperament, extraversion and introversion are the poles towards which this or that person gravitates. Each person has features of extraversion and introversion, and their prevalence depends on the innate characteristics of the nervous system, gender, age, upbringing, society, life circumstances.

Among tourists there are both extroverts and introverts - the ability to communicate with nature and friends is equally inherent in them. It is necessary to take into account the following - extroverts (on average, extraversion in women is higher than in men) tend to make rash decisions, which in the wild can end very sadly, and introverts (on average, introversion is higher in men than in women) tend to reason there, where immediate action is required, which may also have undesirable consequences.

Emotions

Features of general nervous activity also affect the emotional state of a person. Being one of the reactions of a person to the impact of internal or external stimuli, emotions generally manifest themselves in the form of pleasure or displeasure. Emotions accompany almost any manifestation of human activity. Positive emotions (joy, pleasure, satisfaction, falling in love, charm) are subjective pleasure, you want to experience it again. Negative emotions (irritation, resentment, anger, fear, hostility, disgust, envy, anger, disappointment, annoyance) are subjectively unpleasant, you want to get rid of them.

Our emotions are derived from our needs (see below for needs). No need, no emotion. The stronger the need, the stronger the accompanying emotion. The lower the probability of satisfying the need, the stronger the negative emotion that arises.

In the general case, emotions regulate human activity (through switching to the activity that has a greater chance of success); stimulate the repetition of activities that bring success (that is, they influence needs); replace the missing components of success - mobilize reserves in case of a lack of abilities, the joy received from achieving an intermediate result stimulates the continuation of activities.

In my opinion, emotions play a decisive role in tourism. When traveling, a person experiences many positive emotions; the resulting emotions stimulate his desire to participate in a new campaign. But as soon as a person encounters negative emotions on a journey (arising, for example, in interpersonal clashes), it will be difficult to convince him to go on a hike again.

It is important for the tourist to know (and this has already been mentioned) the effect of the strongest emotion of fear. Fear plays a protective role, but at a high level it is dangerous to health or even life - at first, such fear is accompanied by stupor (numbness, paralysis of muscles, thinking, will), then motor and mental activity is sharply activated. However, milder types of fear - before the possibility of injury, material and moral damage, failure in an assigned task or in exams, for loved ones, loneliness, before novelty, etc. - usually not accompanied by a pronounced stupor and physical activity.

We all know the complex of emotions known as “bad mood”. A bad mood always has a reason, the awareness of which helps to overcome this mood. It is important to be able to prepare yourself for any possible outcome of upcoming events. Normally, periods of bad and good mood alternate - it is necessary to note the period of good mood, and not dwell on the period of bad mood. In depression - a long period of bad mood - you need the soft help of others. A bad mood is “contagious”, easily transmitted to others, but there is a paradox - the bad mood of one of the close people causes an elevated mood of the other (by this he subconsciously wants to overcome this bad mood), and vice versa (a subconscious desire to overcome a bad mood, get help).

Neuroticism (anxiety, suspiciousness), neurosis.

After getting acquainted with emotions, it is necessary to turn a little attention to the topic of neuroticism and neurosis. Neuroticism is emotional and mental instability, susceptibility to psychotrauma. As a rule, neuroticism is accompanied by anxiety, suspiciousness. Neuroticism is the threshold, the threshold of mental illness. Neuroticism is often formed by mistakes in upbringing, certain life circumstances, "blows" of fate.

It should be noted that neuroticism, anxiety and suspiciousness are inherent in everyone to one degree or another, but they do not always manifest themselves. Therefore, one should not be surprised when, while traveling, under the influence of severe fatigue and other reasons, a person suddenly loses his emotional and mental stability, and for this reason becomes more susceptible to psychological trauma.

Neurosis is an already acquired functional disease of the nervous system, not accompanied by any anatomical damage to the brain. With this disease, a “breakdown” of nervous activity occurs, manifested in the form of constant irascibility, excessive resentment, irritability, indecision, etc. The cause of neurosis is long or short-term, but very strong psychotraumas of various origins, while deeply affecting the interests of a person or severe emotional stress (for stress, see below). Also, neurosis can cause a prediction of the threat and unpleasant consequences of upcoming events. Many factors predispose to neurosis - congenital (properties of the nervous system, intrauterine lesions and birth injuries, etc.), and acquired (defects in education, character accentuation, past or existing diseases, overwork, lack of sleep, etc.). Due to the many possible combinations of these factors, there are simply no identical neuroses.

Traditionally, there are three types of neurosis - neurasthenia, hysteria, obsessive-compulsive disorder. In general, people of the "artistic" type (lyric) are prone to hysteria, the "thinking" type (physics) - to obsessive-compulsive disorder, the average - to neurasthenia. Neurasthenia manifests itself in the form of irritability (quickly passing outbreaks) for the most insignificant reasons, difficulty concentrating, fatigue, headaches, superficial sleep. Hysteria is characterized by impressionability, increased suggestibility and autosuggestibility, rapid mood swings, capriciousness, a tendency to external effects, narcissism, the desire to impress others and win their attention by any means, selfishness, superficiality of judgments, pathos, presenting oneself in the eyes of others as seriously ill, unhappy. Obsessive-compulsive disorder is debilitatingly persistent anxious thoughts, fears, fears that arise for any reason. At the same time, a person understands the illogicality of his fears and fears, but cannot get rid of them.

It is important for tourists to know the following. Short-term neurotic states with their symptoms are familiar to every person - each of us, in principle, is neurotic and, as it were, is already ready for a neurosis. Neurosis - in the form of irascibility, impatience, irritability, etc. - any person can get sick in conditions of mental, emotional or physical overwork. Consequently, with fatigue and overwork often encountered in tourist practice, one should expect all kinds of neurotic reactions from oneself and others, and try to adequately respond to them, for which psychological training is extremely necessary.

Self-esteem

From considering the consequences of the types of general nervous activity of a person, let's move on to some features of human thinking.

When thinking, a person first of all sees himself. Every person evaluates himself in some way - this is called self-esteem. Normally, self-esteem should adequately reflect for a person his condition, abilities, skills, skills, and so on. A deviation from the norm is overestimated and underestimated self-esteem. Inflated self-esteem potentially irritates others, contributes to the collapse of the work begun, causes various inconveniences to others, develops and provokes jealousy and envy, and contributes to the development of resentment. Low self-esteem provokes difficulty in establishing contacts, a distorted perception of others (a simple remark can cause inadequate claims and resentment), the desire to appear before others in the best possible light.

Perhaps an overestimation or decrease in self-esteem from the outside - underestimates self-esteem critic, overestimates - praise. Usually they are not offended by criticism from authoritative people, but criticism can cause sharp negative emotions in a person. Praise, oddly enough, often leads the one who is being praised into a wary-negative state - after all, he does not know the purpose for which he is being praised. If a person assimilates flattery, he becomes arrogant, arrogant. A compliment is useful, but you can become sick with a thirst for compliments. Only well-deserved praise is useful and causes positive emotions, especially if it is pronounced by an authoritative person.

In tourism, overestimation of self-esteem is especially dangerous - both internal and external. A tourist with overestimated self-esteem can decide to overcome an obstacle that is really insurmountable for him, and thereby create conditions for the emergence of a threat to safety - his own or those around him. A tourist with low self-esteem may refuse to overcome an obstacle that is really surmountable for him - in some conditions this can disrupt the trip or provoke a security risk.
Needs, desires, goals, expectations, probabilistic forecasts, evaluation of events

Our thinking constantly revolves around the realities of current life. In this life, every person is influenced by certain needs. Usually, the need is understood as "the desire for those conditions (requirements for the environment), without which it is impossible to maintain one's normal physical and mental state" . The following basic psychological needs are distinguished: knowledge (self-knowledge, self-affirmation, knowledge of the environment, the meaning of life) spiritual and emotional contact, the desire for love, altruism, the desire to lead and subjugate others, aggression.

If the needs are realized by a person, then they turn into desires that can be formulated, and for their implementation, outline an action plan, setting yourself certain goals.

Considering needs, wants, and goals is extremely importance in the psychology of tourism. After all, it is always the needs, desires and goals that are hidden behind any actions of a person. The collision of especially important needs (with their desires and goals) usually leads to conflicts (this will be discussed later). It is absolutely necessary for a tourist to learn how to compare his needs with the needs of others, as well as learn to weigh his capabilities, means, and, most importantly, evaluate the consequences of upcoming actions before starting the process of achieving any goal. The latter is especially important - in the conditions of unorganized nature, even a trifle can cost health or life (one's own or another's).

Along with the overall goal - to go on a hike, to get impressions, to return safely - a tourist usually pursues the following goals:

Sports - to pass an obstacle of a certain complexity, while passing it either in the most rational, intellectual way, or pass it as soon as possible, assertively, subordinating everything to one's will.

Overcoming oneself, self-affirmation is both for those who have an excess of energy, and for those who have so little of it that they need to constantly prove to themselves and those around them that they have it.

1. Communication
2. Just for the company
3. Curiosity
4. Find a spouse
5. Rest, including distraction from problems, sometimes escape from a difficult situation.
6. Exotic goals - contemplation, engaging in various spiritual practices, etc.
7. For some, tourism is a lifestyle, an inner need.

By setting certain goals, a person predicts their achievement - this is how expectations are formed. Usually a person experiences two types of expectations: this is the hope for a favorable outcome of events, and the fear of an unfavorable development of events. There are two kinds of surprises for a person - these surprises correspond to either a favorable hope or an unfavorable fear.

A tourist is no different in this regard. Preparing to go on a campaign, he forms his expectations and fears; he also classifies the surprises encountered in the campaign according to their correspondence to a favorable hope or an unfavorable fear. As in any other business, based on the fulfillment of expectations, the tourist forms his subjective perception of the success of the trip. The trip is considered successful if it was not below the level of positive expectations, fears were not justified in it, and there were no cases of unfavorable surprises.

A person is arranged in such a way that before starting any business, based on his experience and personal characteristics, he forms (mostly unconsciously) a probabilistic forecast (model) of the development of events related to this business. The same thing happens when preparing for a trip. The trip forecast is usually built in the following areas: “hike route”, “group”, “leader”, “weather”, “surprises”, “hike program”. Each direction is taken with "opposite signs" - the tourist hopes (that the route is interesting, etc.) and fears (that the route is boring, etc.). Assumptions of hope form a positive model of the campaign, assumptions of fear form a negative one. A forecast compiled in this way is a probabilistic forecast - all components of the forecast have a different degree of probability.

Usually, when faced with reality, a person compares, mostly unconsciously, both of his probabilistic models, and forms an assessment of this reality. Unexpectedness greatly influences the evaluation. If the tourist’s surprises compensated for the negative model, then the evaluation of the trip will be positive. If a positive trip model is fully implemented, but there are no pleasant surprises, then the trip will be rated as boring, and if this is not the first such trip, it will cause disappointment.

Surprises play an important role in the emotional coloring of travel. A novice in tourism, with no experience, builds a depleted probabilistic forecast, and then surprises easily overlap positive and negative models - which is why the first trip always leaves a bright impression. With the accumulation of experience, the positive model is replenished, the shortcomings that enrich the negative model are not taken into account - for this reason, the past is idealized. The accumulated experience increases the number of certainties in the campaign, there is less room for surprises - this is the reason for the decrease in the emotional coloring of the campaigns. Once in such a situation, a tourist usually looks for an additional source of surprises - increases the complexity of the routes, changes his duties in the group, changes the type of tourism, etc.

It is interesting to briefly consider the behavior of a person in the event of the appearance of signs of the fulfillment of a negative model - then the person is alert, preparing for protection. Patterns of behavior accumulated in experience usually serve as defensive reactions. If the nature of the danger is not clear to a person, and he does not have the necessary patterns of behavior, the person acutely experiences his unpreparedness, experiences a feeling of internal tension, confusion, fear. At the same time, the readiness for action either increases sharply (the person performs sharp impetuous actions), or sharply slows down (the person falls into inaction, complacency). There are frequent cases when completely extraneous circumstances are regarded by a person as dangerous, a person begins to perform drastic actions that are completely incomprehensible to others, which can cause a conflict.
Positions, social roles, masks.

Let's touch on some issues of human communication - here, while still remaining within the framework of the topic of "tourist psychology", we begin to come close to the topic of "tourist group psychology". It will be about positions, social roles and masks.

Three positions of communication, typical for any age, are identified - "Child", "Parent", "Adult". In the “Child” position, a person looks at the other from the bottom up, with respect, readiness to obey, rejoices in the love and care of the other, feels a sense of dependence on the other, a feeling of insecurity and defenselessness. In the position of "Parent" a person is confident, demonstrates patronage, peremptory, commanding tone. The position of "Adult" is the position of "on an equal footing", it is a calm tone of communication, endurance, solidity, responsibility for one's actions.

Being in one of these positions, a person plays his social roles in society (sometimes without even realizing it). From the position of "Parent" roles are played - a strict father, an older sister, an attentive spouse, a teacher, a doctor, a boss, an opponent who manages a seller's scarce goods, etc. In tourism, these are, of course, the roles of an instructor, leader, and experienced tourist. From the “Child” position, the roles of a young specialist, a graduate student, an artist (a favorite of the public), a son-in-law (a borrower), etc. are played. . From the “Adult” position, the roles of a neighbor, a meeting acquaintance, an accidental fellow traveler, a colleague, a subordinate who knows his own worth, etc. are played. It seems to me that in tourism, the roles from the “Adult” position are transferred after more or less serious tourist training. In tourism, the situation is extremely strange when an experienced tourist suddenly takes the position of “Child”, it is even more comical when, after the first lesson in a tourist club, a person suddenly becomes the position of “Parent”.

Masks should not be confused with roles - roles are played sincerely, masks are dressed hypocritically. For example, there are masks of politeness, attention, modesty, severity, etc. A mask is a set of facial expressions, gestures, standard phrases that allow you to hide true emotions, a true attitude towards another. Wearing a maxi fetters a person, requires a lot of strength. Masks are difficult to keep in an unusual or extreme situation, when true emotions and beliefs break out. An experienced person can see the mask in ordinary communication - the difficulty of falsely depicting feelings and the expression of the eyes give out that the person is wearing a mask. Then, under external aplomb, rushing uncertainty is immediately visible, under bravado - confusion, behind bragging shyness, through arrogance - miserable restlessness. A mask worn for a long time leaves its mark on personality traits - it is already difficult for a person to become himself. Moreover, if the mask has a positive character, then such an “increment” can be considered useful.

In tourism, masks are practically useless - in the wild, undeveloped nature, it is simply impossible to wear a mask, there will not be enough mental strength. Let us recall the words of Vladimir Vysotsky: "Pull the guy into the mountains, take a chance ... There you will understand who he is." Nevertheless, a situation is possible when, before the first trip, a person manages to wear a mask, for example, a fearless daredevil - and suddenly on the first or second day of the trip it turns out that he suffers from insurmountable cowardice, fell into an obsessive-compulsive disorder due to psychological stress, and continue on For this reason, the group cannot hike, since it is simply not possible for them not to leave the same person alone, but to travel further with everyone.

Perception.

We have one more step to the block "psychology of the tourist group". The problem of perception in psychology includes everything that lies, so to speak, on the threshold of one personality when it turns to another personality. This is speech, and internal attitudes, and attention, and the first impression when communicating. In short, these are: problems of verbal formulation of thoughts (clarity or fuzziness, clarity or nebula, etc.); problems of bias and negative attitudes that one person has in relation to another person; the problem of elementary lack of attention during communication; the problem of first impression errors about another person.

Stress.

Before moving on to the psychology of a tourist group, it is necessary to say a few words about stress. The topic of stress is extremely important in life in general, and in the psychology of tourism in particular. This topic is extremely important when considering the "psychology of extreme situations."

Translated from English, "stress" - tension, pressure.

Stress is a non-specific (universal) protective reaction of the body caused by exposure to the body of factors such as nervous shock, fear, cold, heat, (hunger), trauma, poisoning, infection, and the like.

I think that it is useful for every tourist to know the physiology of stress, despite the abundance of special terms in it. Stress develops like this:

1. Under the influence of external or internal specific stimuli (stressors), a persistent focus of excitation (dominant) is formed in the human cerebral cortex, subordinating the activity of the body, actions and thoughts of a person.
2. From the dominant, the hypothalamus (brain structure) is excited, as a result, the pituitary gland (a special gland) releases a large dose of adrenocorticotropic hormone into the blood. Under its influence, the adrenal glands secrete adrenaline and other hormones (physiologically active substances) of stress into the blood. As a result, the heart rate increases sharply, blood pressure rises, breathing deepens and quickens, the amount of glucose (energy supplier) in the blood increases. This is a preparation for intense muscle exercise (for muscles - oxygen and nutrients).
3. If the stress is not relieved (which is always the case with conflicts or unmet needs), the above mechanism works all the time.

So, briefly and almost without terms, we see a chain: impact - dominant in the brain - adrenaline and glucose in the blood - readiness for physical action. So you see in front of you our distant ancestor, who unexpectedly met with a bear. But in tourist practice, the development of such a chain is almost the norm. This suggests that the tourist needs to train the body's defenses, and know how to get rid of the effects of stress. In addition, the tourist is usually a resident of the city. And in ordinary urban life, the above chain is folded into a closed ring, from which the goal falls out, i.e. physical action. The result is sad - a person's defenses do not cope with their task, a person develops a chronic disease (neurosis, hypertension, angina pectoris, peptic ulcer, diabetes mellitus), or a person dies (most often from a heart attack or stroke). For this reason, in the appendix to the lecture, you will find some methods of getting rid of stress.

2. Psychology of the tourist group

In this section, we consider some information from group theory (in its application to the tourist group) and conflict theory.

Theory of groups (on the example of a tourist group)

What is a group.

To define a large mass of people, several terms are usually used - mass, crowd, group. Thus, the group is different from the mass and the crowd. Scientific definitions of a group: it is "A psychologically unified social unit whose members are purposefully connected with each other and depend on each other" or "people united by real relationships." A group is always more than just the sum of its members.

The group has some typical features:

1. The presence of relationships and mutual influence of the members of the group - without this, it simply does not exist.
2. The group is more or less united, its members have a sense of "we" - a very important subjective factor that unites the group and leads to its cohesion.
3. The group is characterized by common goals, activities, organization.
4. The group has a separate leader (rarely several leaders) that influences the rest.
5. Group members are assigned to specific roles.
6. The group is localized in space and time.

Groups are: open (it is easy for new members to join the group) and closed (entry of new members is difficult), formal and informal, primary and secondary.

Tourist groups are usually informal, ie. are formed as a result of personal sympathies, attachments, needs of its members. Such groups either gather and then single out a leader from themselves, or the leader selects a group, as they say, "for himself." There are also formal tourist groups - they are formed on the basis of accepted documents, and are headed by a responsible leader.

In the primary, or small group (there is no further division in this group), tourists are united on the basis of similar goals, conditions, occupied territory (tent, bunch, “two”, boat in water tourism, etc.). These groups have no structure, their composition is not constant. A secondary, or large, group is considered to be a group that unites several small groups - a tourist group, as a rule, is secondary. Each small group influences the large group - either the style of the large group is formed as a resultant of the styles of individual groups, or one small group can impose its style on the entire large group.

The relationship between small groups develops in the following areas: either one's own group is opposed to others (we-they relations), or interest and attention is shown to other groups, or a desire is formed to draw attention to one's group (through the formation of positive or negative prestige). The greater the interest of groups in each other, the less likely it becomes that a conflict will arise in a large group, and vice versa.
The group and its members.

What is the relationship between a person and his group?

As a rule, on a temporary basis or more or less permanently, each person is simultaneously a member of several small groups. Among them there are those groups whose opinion a person greatly values ​​- such groups are usually called "reference" (reference). Other groups in this regard are less significant, or not significant at all.

Using positive or negative sanctions, the group influences a person in order to ensure compliance with the norms and rules adopted in the group. The person himself relates to the group in different ways - he opens up to the group either completely, or only with some of his facets, or simply hypocrites and adapts, and sometimes ignores the requirements of the group. As a rule, a person compares the requirements of the group and the requirements of his internal personal norms, and either feels comfortable in the group, or is forced to “wear a mask”, which can be very difficult for him. When traveling, the true face of a person is often manifested not so much in extreme situations - endurance and self-control work here - but in everyday trifles (behavior at a halt, work in a camp, duty, a place in a tent, etc.).
The group and the goals (expectations) of its members

The goals and expectations described above for group members may coincide - this is how group-wide goals are formed. It often happens that the goals and expectations of a group member are in conflict with either the goals and expectations of another member, or with group goals - this causes intra-group conflicts. It must be understood that there are compatible goals - for example, the achievement of sports success and self-affirmation. But there are difficult compatible or generally incompatible goals - for example, the achievement of sports success and recreation. If the goals of different group members are incompatible, then a conflict between them is inevitable, so it makes sense for a group member to find out the goals and expectations of both his own and other members of the group even before the trip.

Roles in the group

Above, there was already a speech about social roles, as if “played” by a person (often unconsciously). By joining a group, a person begins to fulfill his social functions, and the group expects a certain behavior from the individual - the performance of a particular role. Roles are functional (official) and psychological (positional, informal). Functional roles - leader, supply manager, manager, etc. - are usually discussed in a separate lecture, and therefore we will not consider this issue, but will turn our attention to psychological roles.

Leader.

Any small group has a leader - this is the most influential member of the group. The group can nominate a leader from its environment, or the leader initially unites the group around him.

Ideally, the leader of a large group of tourists should be the leader of the group. However, it may happen that – either for the duration of a particular situation (route, camping, meal preparation) or on a permanent basis – the leader of the small group takes the place of the leader of the large group. In this case, a conflict may arise between the leader and the leader, and in a large group - a split and conflicts between members of small groups. This does not happen if the appearance of a situational leader, put forward for the duration of a particular situation on a journey, is somehow sanctioned by the leader himself.

There are two types of leadership (and, accordingly, two types of leadership). Authoritarianism is based on subordinating the activity of each leader to the unified will of the leader, suppressing or limiting personal initiative, and leveling individual features group members. An authoritarian leader has unquestioned authority, sharply dominates other members of the group, is confident in himself, often does not take into account the opinions of other members of the group, he is often revered and feared. Democracy is based on the harmonious unification of the efforts of everyone, the maximum development of personal initiative, and the most complete expression of the individuality of the group members. A democratic leader may not have high level authority, tolerant of others, seeks solutions in consultation with others, does not suppress the initiatives of other members of the group. The combination of both types of leadership is considered optimal, depending on the personality traits of the leader himself, the specific composition of the group, and also on the situation - in a normal situation, a democratic type is better, in a critical one - an authoritarian one.

Enthusiast.

An enthusiast voluntarily and with pleasure takes on any task, he can perform this task better and faster than others.

It is obvious that the enthusiast brings a lot of benefit to the group. However, the following should not be overlooked. An enthusiast suppresses the initiative of other members of the group, does not give them the opportunity to learn (including from their own mistakes) - this leads others to dissatisfaction, disbelief in their own strength, loss of interest in tourism. Seeing how easily an enthusiast can cope with a task, other members of the group may overestimate their capabilities and underestimate the complexity of a particular task. The enthusiast himself may have admiration for himself and a sense of superiority over others - this will certainly lead to conflict. Based on these considerations, it makes sense for the travel director to constantly monitor the actions of enthusiasts, without prejudice to their interests. It is a mistake to verbally contrast the skill of enthusiasts with the inability of other participants in the campaign.

Elder

This is the most authoritative and independent member of the group. An elder can be a leader, a leader, an enthusiast, or someone else. If there are several elders in the group, and their opinions on this or that issue do not coincide, then the authority of the elders may fall, and this is fraught with conflict and a split in the group.

humorous leader

The humorous leaders are the jester (an object for jokes and their target) and a wit (gets laughter with his wit, being sharp mainly at others). There is a combination of the roles of a jester and a wit in one person. If there are two or more humorous leaders in the group, then the trip can turn into a performance that can create a great psychological burden for other group members.

Consumers

These are those who support the distribution of positional roles, use the "products" of performers of other roles, actively support them with their reactions, forming "public opinion". Consumers can organize themselves into seed groups with their own leaders.

self-defining

Usually (but not always) this is an extreme individualist with low personal standards. A self-determined person is constantly guided by his own interests, does not consider other people's opinions, does not care about the impression he makes on others. If there are several self-determined in the group, then they can unite into an unstable small group with their own negative leader.

Paying attention to yourself

These are those who strive in one way or another to attract attention - mostly people of the opposite sex. They try to demonstrate their courage, courage, strength, dexterity, other qualities (or even negative traits) - often with a gross violation of the norms of behavior or safety regulations.

Last

In each given type of activity there is a last one, i.e. the weakest. It often happens that one and the same person is the last in most or even in all cases. The latter often becomes the object of ridicule or bullying, and at the same time can defend himself by putting his inferiority on display, taking on the role of a jester. The group often unites either in ridicule of the latter, or in the desire to help him. Of course, a weak “last” creates problems for the group, but at the same time, the latter sharply strengthens the position of the penultimate and those who follow him.

Disorganizer

Desorges is sometimes also called a nerd. He always has his own point of view on everything and actively defends it, attracting other members of the group to his side. The meaning of dezorg in a group is twofold. If discipline is not observed, dezorg, guided by his understanding of the interests of the group, can lead part of the group, while sowing distrust in the leader, and thereby creating a threat to the integrity of the group and the safety of its members. If discipline is observed, then the actions of the dezorg (and those who support him) are a useful opposition, helping to find out the truth and make the decisions of the leader more responsible. An elder, an enthusiast, and, paradoxically, the leader himself can become a disorganizer.

Other roles

There may be other possible roles - the group always seeks to expand their number. These are roles such as martyr (he cries for help and at the same time refuses it), moralist (who is always right), favorite (evokes tender feelings and needs protection), aggressor, protector, whiner, pedant, rescuer, victim , and etc.

Speaking about psychological roles, it is important to take into account that a role is a role, and the use of the names of informal roles as labels attached to specific people is unacceptable - as a person, a person is always wider and more multifaceted than his role or the idea that those around him in current members of the group.
Group size in terms of psychology

There are different opinions about the optimal group size. According to psychology, it is known that a person is able to evenly distribute his attention and establish emotional contact with 6-12 other people. A group of more than 12 people is difficult to manage (and takes longer to cover difficult sections of the route). Reducing the size of the group is also undesirable - in case of disagreement, a larger number of group members will smooth out the conflict. There is an opinion that it is better for the group to have an odd number of participants - then there is less likelihood of a group split into two halves. Thus, groups of 5, 7, 9 (rarely 12) people are considered optimal. It is known that the team is more stable if its members differ in gender and age.

Group development stages

The group consists of living people, and therefore itself is formed as a living organism, and, as such, goes through several stages of development. At the association stage, a common goal is determined. Further in the association there is a structuring, distribution of roles, formation of informal groups and their leaders, and the group moves to the stage of cooperation. Then the process of “friction” between informal groups and individual members of the group begins, the struggle for a “place in the sun”, the composition of informal groups changes (all this sometimes hinders the achievement of the goal) - the group moves to the procedural stage of its development. This stage can end either with the disintegration of the group, or with the formation of a team - in tourism it would be better to use the term "team". The team is the highest level of development of the group, which is characterized by the fact that any member of the group becomes able to sacrifice his own interests for the interests of the group, and has the opportunity to realize his own interest through the interest of the group. Teams differ from collaboration in the following ways:

1. When faced with problems, cooperation breaks up, and the team unites
2. In cooperation, there are no friendly and emotional ties between its members.
3. Cooperation is distinguished by group egoism, the team is open to others
4. The place in the team is determined by personal competence - in its absence, acquaintances, merits, protégés, etc. are useless.

Conflict theory

As a rule, a tourist wants to return from a trip to good mood with a baggage of positive impressions and emotions. There is perhaps no greater obstacle to achieving this positive expectation than intra-group conflicts. Although in principle conflicts are inevitable, however, knowledge of the general theory of conflict will certainly benefit any person. The conflict never arises from scratch: an open conflict is always preceded by a state of readiness for conflict, when one person experiences a state of discomfort and irritation associated with his personality, or with the personality of another person. Therefore, it is still possible to prevent a conflict if you can see and eliminate this condition. If the conflict has begun, then it always develops according to its own laws - knowledge of these laws can help overcome the conflict and its consequences.

It must be borne in mind that not only an individual person, but also a small group (intergroup conflict) can act as a participant in the conflict; conflicts between an individual and a group are also possible. All of the following applies to all of these cases. Another type of conflict is possible - social - naturally, it is not considered in this lecture.

Causes of the conflict

There are many reasons leading to conflict. In addition to the case of a person’s conflict with himself, three more basic sources of causes of people’s conflicts with each other have been identified:

1. Infringement or dissatisfaction of any interests of one person when his interests suffer from the actions of another person
2. Mistake. One person is erroneously attributed a position directed against another person; one person (often in the light of his probabilistic forecast or negative model of the situation) distorts the actions or words of another person.
3. Psychological intolerance. This is a biased attitude (irritation) of one person to another person for any reason (any actions are annoying, unpleasant associations arise, any shortcomings are demonstrated (sometimes involuntarily), etc.), or simply for no reason, intuitively.

Examples. The goals pursued by the members of the group differ, and mutual infringement of interests occurs - this reason refers to the first of the above sources. The manager, using a sharply authoritarian method of leadership, erroneously attributes to someone the desire for leadership - this reason refers to the source of errors. A small group of negative orientation has formed in the group, shocking others with their behavior - this is psychological intolerance.

Classification of conflicts

By the number of participants, conflicts are:

1. Intrapersonal. A person is in conflict with himself, for example, overestimating his abilities or not believing in his own strength.
2. Unilateral. One person is in conflict with another person (who sometimes does not even know about it), experiencing this conflict in himself or expressing it in relations with "third parties".
3. Multilateral. All participants know about the conflict and actively support it. The analysis of such a conflict is very difficult.

1. Homogeneous - the foundations of the conflict for all its participants stem from the same basic source (for basic sources, see above). Example: two people are in conflict, because both infringe on each other's interests in one way or another. Accordingly, homogeneous conflicts are called: a) true conflict with mutual infringement of interests; b) conflict-misunderstanding in case of mutual error; c) conflict of psychological incompatibility with mutual intolerance.
2. Complicated - the foundations of the conflict for its participants stem from different basic sources. Example: the boss infringes on the interest of the subordinate, and the subordinate has psychological intolerance towards the boss. Complex conflicts can become multi-layered when, in the course of the conflict, there is a transition from one group of bases to another. The resolution of complex conflicts is a task of great complexity.

The beginning of the conflict

The conflict has matured when its participants are in a state of readiness for conflict. Even so, open conflict does not always occur, however. The moment of the beginning of the conflict depends on many factors - on the personal properties of potential participants in the conflict, on the probabilistic forecast of the development of the conflict built by the participants in the conflict, on external conditions, on the position of "third parties" significant for the participants in the conflict, on the position of the reference (authoritative) group for the participants in the conflict.

A state of high readiness for conflict is created by some tourism-specific factors. It is known that in the process of acclimatization, or with mountain sickness, changes occur in the human psyche - a person becomes more irritable, sleep is disturbed, a slow reaction to events appears (“inhibition”) or unjustified euphoria.

The course of the conflict

The following ways of the conflict are possible (during the development of the conflict, they can coincide or diverge, move from one to another, mix up):

1. Translational (logical). The participants in the conflict in the course of its development of the conflict make their moves one by one on the basis of their (or common) rules, restrictions, prohibitions. In actions, consistency, connection with the situation, some logic is preserved. Example: a dispute between a leader and a disruptor, a contest between two humorous group leaders.
2. Stormy (avalanche-like). Starting with a trifle, the conflict quickly gains strength, becomes uncontrollable, loses touch with the initial cause. The actions of the participants in the conflict are emotional, they do not comprehend each other's opinions. The conflict quickly reaches a maximum, then there is a sharp decline (temporary or permanent), leaving behind emptiness in the souls of the participants in the conflict. Example: the reaction of a self-determined person to an attempt to restrict his freedom by a leader or other members of the group.
3. Explosive. The conflict instantly reaches a maximum, the actions of the participants in the conflict are characterized by globality, destructiveness, and completeness. An explosion ends a long latent maturation of the conflict, or latent psychological intolerance. Sometimes an explosion happens without much preparation due to the simple irascibility of the participants in the conflict. Example: the reaction of the "last" to ridicule.

End of the conflict.

Conflict ends:

1. Full resolution and fading. This happens more often with an accidental one-sided conflict (when a participant in the conflict gets the opportunity to get out of the accumulated irritation), with a homogeneous conflict (in case of victory of one of the participants or a compromise between them), with an erroneous conflict (if the error is clarified).
2. transition to a chronic state. This happens in complex conflicts if it was not possible to eliminate the source of the conflict. Chronic conflicts further develop according to a progressive-logical scenario, with episodes of an avalanche-like or explosive nature
3. Return to a state of readiness for conflict. This happens if a circumstance (an event or a person) appears that interrupts the development of the conflict, but does not change the state of the participants in the conflict. In this case, the conflict can either resume or fade away without being resolved in essence.
4. An imaginary exit. This happens when distracted from the problem without overcoming it. Random joint interest (in family relationships, a surge of violent passion, for example) relieves the feeling of conflict tension, there is an illusion of overcoming the conflict. This ends with a sharp return to the conflict situation, the aggravation of the conflict, the complication of ways out of the conflict.

Conflict prevention

Speaking of conflict prevention, we are looking for an answer to the question of what to do so that the conflict does not start at all. The most effective thing here is to remove the state of readiness for conflict in one way or another. If this is not possible, then general principles can be offered to the parties to the conflict and mediators to prevent the open development of the conflict, leaving the parties in a state of readiness for conflict:

1. Show objectivity and compliance in order to find a compromise. Here it is important to be able to look at the matter more broadly, take into account the interests of the other side of the conflict, voluntarily give up part of their claims in the hope that the other side of the conflict will do the same.
2. Show clarity and benevolence to clarify a one-sided or two-sided error, and transfer the conflict from the category of erroneous to the category of true. You can resort to an open discussion of the conflict, especially if this is led by an authoritative member of the group. It is also important to take into account the following: "many researchers who were in conditions of forced very close communication came to the conclusion that the only acceptable way to maintain a normal psychological climate is freedom of self-criticism and a complete ban on any comments to each other" . Clarity and goodwill are mutually dependent - trying to achieve clarity without goodwill leads to increased conflict, and goodwill is difficult to maintain in the absence of clarity. It is important to understand that any human act is ambiguous, and the meaning and interpretation of an action is sometimes not clear not only to an external observer, but also to the person acting. A person is ready to change the way of development of his actions, depending on whether the response of others to the actions of this person is benevolent or conflicting.
3. Maintain distance and self-control. The principle of increasing the distance is effective in case of psychological incompatibility, when the source of the conflict lies in the participant in the conflict, and the other participant in the conflict only reveals this internal property of him (this applies equally to unilateral and bilateral intolerance). But increasing the distance does not solve the problem, since the cause of the conflict remains, and sometimes works in other conflicts that need to be resolved. Therefore, the principle of self-control is important - a person must learn to control his reactions, which requires familiarity with himself, constant self-observation, creating for himself ways to relieve tension and irritation. You can use autogenic training, or have an authoritative confidant - a referent (understanding and sympathetic) to whom to express your problems. If both sides of the conflict have a common referent, then the referent can act as an intermediary.

To prevent conflict, it makes sense to also carefully observe oneself - it is known that information is transmitted not only by words, but intonation of pronunciation, gestures, postures.

Specifically for tourism, the following recommendations have been developed for conflict prevention:

1. Be careful with the selection of group members (for the leader) and the selection of the group (for members)
2. Pay attention to the psychological compatibility of the group members (this is especially important when forming the composition of "ligaments" in mountaineering, "twos" and "triples" in caving).
3. The hike must be carefully prepared. Before the trip, bring to the attention of the participants and discuss the complexity of the trip, the route with all its nuances, the schedule, and other related issues. Before the trip, it is necessary to find out the food preferences of the group members, with this in mind, develop a layout, and go with this layout at least one training exit; to clarify all nutritional questions before the trip, while on the trip to impose a taboo on all clarification of nutritional problems.
4. Schedule a “debriefing of the day” during the trip with the opportunity to speak out to everyone in order to “blow off steam”.

Stopping and Overcoming Conflict

If the conflict nevertheless began, then its course can be stopped (at best, even overcome) using the following methods:

1. Third party mediation. This is especially important in multi-layered conflicts, in conflicts in which the original cause is lost, or when the conflict arose as a result of a misunderstanding. The mediator can be the initiator of overcoming the conflict, agree on the terms of "peace", lead the disputants out of the impasse. It is important that the mediator has the confidence of all parties to the conflict. The mediator must be absolutely neutral, disinterested, objective - otherwise he will immediately be regarded as a participant in the conflict on one of the parties to the conflict. If the mediator is endowed with power, then he can act as an arbiter who can judge the conflicting parties. Equanimity is also important here. It is useful for the arbitrator to find a non-standard solution, or to move from words to deeds, giving conflicting instructions that distract from the conflict. The arbitrator can also take some of the blame on himself in order to overcome the conflict.
2. Separation of the conflicting parties, their isolation from each other - organized or emergency.
3. Favoring the free development and ending of the conflict (the method is not suitable if the conflict threatens the unity and security of the group). If this method is used by one of the participants in the conflict, then the conflict turns into one-sided - then the other side of the conflict has the opportunity to speak out and remove their emotions. Here it is important to simply listen sympathetically - silence should not be defiant. This method can be used by a leader (especially an experienced and authoritative one) if he has become one of the parties to the conflict.
4. Conflict suppression, i.e. immediate unconditional cessation of conflict actions in one way or another. This the only way stop the conflict that threatens the unity and security of the group. Suppression can be carried out by an authoritative or empowered member of the group. Sometimes this requires calm, well-coordinated energetic actions, strictly and officially argued by common interests and existing rules. In extreme cases, a demonstration (and even use) of force is necessary. If there is little strength, then it is better to show patience and perseverance, look for a different way to overcome the conflict.

The leader should refrain from participating in conflicts as one of the parties to the conflict, except when the actions of one person or a small group pose a threat to the security of the group - here it is important to act calmly, confidently, wisely, decisively. In the case of a small group, it is possible to divide the group (by increasing the distance or aggravating intra-group contradictions), to discredit the leader of a small group (to give him, for example, an overwhelming task), etc.

Conflict as a norm of social relations

The best solution to a conflict is a peaceful solution. However, conflict has the following positive aspects, given that sometimes the cost of resolving conflicts is usually too high:

1. Conflict contributes to moving forward, including through the denial of old obsolete relationships and the emergence of new ones.
2. In the process of conflict, internal tension and aggression are eliminated
3. Conflict creates the level of tension necessary for creativity.
4. Intergroup conflicts lead to an increase in group cohesion
5. Conflict resolution leads to the involvement of group members in the overall life of the group.

For those interested in the appendix to the lecture there is Additional Information on conflict prevention and resolution.

Appendix

Brief information about the state of psychology at the present stage

Psychology is one of the human sciences that studies, as already mentioned, the interconnected spheres of human existence: thinking, emotions, behavior (sometimes a moral feeling). In psychology as a science, there are two large departments, which are conditionally called "religious psychology" and "secular psychology". The first one speaks about the mind, feelings, will, morality of a person from the point of view of a particular religion - thus, each religion has its own religious psychology. Secular psychology works in the light of a non-religious attitude, using the scientific methods of experiment, observation, systematization, questioning, questioning, analysis, synthesis, and so on. It is clear that there is no and cannot be unity in religious psychology (after all, religions are different), but there is no unity in secular psychology either. Modern secular psychology is rather a set of psychological schools, each building its own theories, and answering the same questions in different ways.

For example, modern secular psychology builds its understanding of a person in such a way that individual psychological schools are combined into groups based on certain models of understanding a person. Let's consider them briefly.

1.) Conflict model. In this model, a person is formed and lives under the influence of 2 conflicting forces. In one version, one of these forces is in the person himself, the second - in the society that opposes the person. In the second version, both forces are in the person himself. In both cases, a person is left to either seek a compromise in the balance of these forces, or make a self-defeating attempt to eliminate one of these forces. This is what human life is about.

2.) Model of self-realization. It is said that in a person there is a certain leading and driving force, which, with the course of a full life, should increase more and more in its manifestation. In one version, this power is some kind of genetic program aimed at some human ability. By carrying out this program, a person self-actualizes, and leads a full-fledged successful life. Failure to comply with this program leads to an inferior life. In the second variant, the power under consideration is a certain ideal of a beautiful, full and meaningful life, to which a person constantly strives in his self-improvement. Failure to achieve the ideal devalues ​​life.

3.) Consistency model. A person lives under the constant influence of feedback from the external world in relation to him. If the data of this feedback are consistent with some expectation of the person himself, then the person is at rest. If they do not agree, then a feeling of inconsistency arises in a person, which prompts a person to eliminate the unsatisfactory state of affairs. Life is about constantly maintaining coherence and calmness. In one version, all this works at the level of a person’s rational-cognitive abilities (coordination of ideas, comprehension and coordination of expectations and what really happened), in the second version, the emphasis is on human activity (coordination of actions - the level that is necessary at the moment and possible for a person physical stress).

From the above review, the main problem of modern psychology is visible - the mismatch of psychological schools, the difference in the ways of their development. Accordingly, the consideration of the topic of tourism psychology that interests us is also complicated, but the difficulties should not interfere with the achievement of our goal.
A little about the methods of getting rid of the effects of stress

It should be noted right away that the method of getting rid of stress through aggression and swearing is, firstly, socially unacceptable (since other people are exposed to stress), and, secondly, it leads not to getting rid of stress, but to new stress.

So, to get rid of stress:

1. It is necessary to destroy the brain dominant - either eliminate it (discharge), or create a competing dominant (hobbies, reading, music, theater - necessarily captivating, interesting for a person, opening the way to positive emotions). In the same row, communication with a loved one (pour out the soul, switch to interesting topic, find a way to resolve the conflict or reduce its significance), communication with children. With caution, it is necessary to treat sedative medications that are addictive - it is better to give preference to herbal preparations that are not addictive. Alcohol calms, but at the same time upsets the main functions of the body, and itself becomes a source of stress. Helpful sleep. Time is also a calming factor. Physiological switching is useful when the dominant is destroyed by impulses emanating from our 5 sense organs alternately. A logical technique is important - to find a way out of the current situation, reduce the significance of the situation, logically disconnect from the trouble (find the positive in the situation and focus on it, find an excuse for your behavior or (better) the behavior of other people), move on to vivid positive memories, compare your hardships with great other people's grief, to engage in a philosophical rethinking of life.
2. It is necessary to "burn" adrenaline and glucose in the blood - this is a feasible and intense muscle load, preferably accompanied by positive emotions (impulses from the muscles also destroy the dominant). Playing sports, swimming are useful. Good communication with nature. Tourism is thus the perfect stress reliever.
3. Get away from the "source" of stress, if possible.

Under stress, needlework, recitation of poems, dancing, visiting a steam bath, a new hairstyle, breathing exercises, facial exercises (grimaces, boxing with an imaginary opponent) soothe.

So: “In a post-stressful period, it is important to activate all the main levers of calm: create a competitive dominant, utilize the released active substances, stop the “mental chewing gum” of unpleasant events and thereby block the release of new portions of stress hormones.”

The developer of the theory of stress, Hans Selye, put forward his, in time, the first method of protection against emotional stress, calling it "altruistic egoism." The essence of the method is that a person's natural egoistic desires can only be satisfied by being useful to other people. Selye put forward the principle of altruistic selfishness - "Deserve the love of your neighbor." From this principle, some recommendations for everyday communication follow:

1. In an effort to win the love of one's neighbor, yet not be friends with the "mad dog"
2. To understand that perfection is impossible, in each type of activity for each person there is a peak - and you need to strive for it.
3. Joyful is the true simplicity of the way of life, cleansed of the pretentiously ostentatious
4. When faced with a life situation, it is necessary to consider whether it is worth fighting.
5. Attention must be kept on the bright sides of life, trying to forget about the hopelessly disgusting and painful.
6. The thought of failure, even after a crushing defeat, can be fought with the memory of past successes.
7. Do not put off depressingly unpleasant business, important for achieving the goal.
8. Understand that there is no ready-made recipe for everyone, because all people are different.

Stress can be overcome using the following methods of psychological self-regulation:

1. Muscle relaxation to relieve physical and psychological stress
2. Calming breath that balances the mental state of a person
3. Observing and managing bodily sensations
4. Creating a positive emotional mood and peace of mind

The first three points are included in the autogenotraining complex - one of the strongest methods of getting rid of stress.

A positive emotional mood and peace of mind can be achieved using the following psychological principles:

1. The principle of reality (what is - is): to accept the world around and oneself as it is, without departing from reality into the world of unrealizable desires and fantasies; forgive offenders for yourself; refrain from excessive reliance on others; get rid of dependence and defenselessness; take real practical steps to change lives for the better.
2. The principle of optimism (what is not there is not): overcoming a pessimistic view of the past (with senseless self-flagellation for past mistakes); overcoming negative expectations in the future (groundless anxieties and doubts that bind hands and feet); look at the past as a source of experience; look at the present as a source of strength, a real opportunity for active action to solve today's problems. “In the present moment lies the key to solving all your problems - real and imaginary. It all depends on how you yourself think about these problems. You should not worry about the future, you should not overestimate the likelihood of unpleasant events - this programs the psyche and creates a setting for failure (those who are afraid to stumble will stumble for their fear). All events must be considered as an object of use, comprehension, processing - just as grain is ground into flour, so a person can grind past events for their disposal.
3. The principle of responsibility: to give up the habit of others making decisions for you; get used to responsibility, take responsibility into your own hands; learn to have your own opinion
4. The principle of reasonable selfishness (described above): treat others as you would like to be treated; concern equally for others and for oneself; help (together with the help of others) and yourself; get rid of the reasons to feel sorry for yourself and cause the pity of others; not to sit, groaning and sighing, but to take action and put things in order in your own life.

As a result - to know yourself without overestimation or underestimation. This means “learning to realistically, responsibly evaluate your capabilities and plan your actions, never, under any circumstances, not getting lost and not falling into despondency, but at the same time not tearing yourself away from the solid ground under your feet, not leaving real life in a rosy way. -illusory world of pipe dreams and fantasies. This means to realize those parts of the Self that are usually in the shadows, to expand one's consciousness beyond the stereotypes of thinking habitual for the Self. To do this, it is necessary to track and remember the states of one's own "I", to distinguish them subtly and in detail, to be able to reproduce them from memory. Knowing yourself means learning to use the possibilities inherent in us to relieve stress and negative emotions. To know oneself means to make self-observation (a look at oneself from the outside), introspection, remembering the various states of one’s “I”: negative ones for realizing the source and liberation, positive ones in order to make them habitual and be able to call them for help in difficult times.
Prevention and overcoming conflict

*** To prevent conflicts in communication with a person, it is necessary to take into account what features of his behavior are due to his temperament. Let's remember that temperament depends on the activity of the nervous system, which cannot be changed so easily, and one should not try to do it rudely and at once. The following examples are of interest. Excessive temper and fussiness of the choleric irritates the phlegmatic; the choleric person himself is irritated by the slowness and degree of the phlegmatic or the excessive sensitivity of the melancholic. A choleric person, having heard something that angered him, can instantly be emotionally discharged by a flash of words, and quickly forget about it, and his interlocutor, a melancholic, plunges into an abyss of resentment for a long time.

*** The same event is perceived differently by people with a mental and artistic type (physicists and lyricists), and this can cause conflicts and disputes.

*** The clash between an extrovert and an introvert can lead to conflict - an extrovert tends to make rash decisions, and an introvert tends to reason where immediate action is required.

*** The following manifestations of neuroticism and anxiety lead to conflicts:

• Due to the susceptibility and resentment of a neurotic, even over trifles, emotional stress arises.
• The neurotic is having a hard time quarrels, conflicts, it is difficult for him to "pull himself together"
• The neurotic constantly feels depression, chagrin, debilitating incessant anxiety.
• The neurotic has a very narrow social circle

*** Any person has this or that share of character accentuation, but if its level is low, then this can simply not be noticed. If the level exceeds a certain threshold, then in communication this leads to frequent conflicts of the same type and neuropsychic breakdowns.

*** Both overestimated and underestimated self-esteem of a person leads to conflicts

*** Emotions and conflicts

The main source of negative emotions is interpersonal clashes, when the words or actions of one person prevent the satisfaction of the needs of another person. Excessive emotional excitability serves as a catalyst. Sometimes what is subjectively insignificant for one person is subjectively important for another. Emotions can become uncontrollable - the conflict in this case is difficult to resolve. A person often does not even realize his negative role in the conflict that has arisen. The threshold for the emergence of negative emotions decreases with fatigue, depression, irritability, and pain.

When communicating, emotions can dramatically increase or decrease stiffness and timidity. Emotions can affect the perception of a communication partner (compare dislike and charm). At the same time, not any, but only a stable negative emotion creates a barrier in communication. These are emotions like:

1. Suffering, grief. The reason is tragic events, strong dissatisfaction with oneself, painful physical sensations, an alleged sad event. Different people have different pain thresholds.
2. Anger. Arises in response to an unexpected obstacle, insult, resentment, etc. Strengthens physical and mental energy, forces you to throw out this energy with words or aggressive actions.
3. Disgust and disgust - in response to repulsive manners in conversation, to non-observance of the distance of communication, an unpleasant smell, defects in appearance.
4. Contempt.
5. Fear.
6. Shame and guilt. Too low and too high threshold for feelings of guilt and shame psychological contacts with people.
7. Bad mood

1. When ready for a conflict, it is better to leave, to make a temporary pause.
2. With fatigue and nervousness, it is necessary to “discharge” negative emotions with care, affection.
3. It is necessary to identify the cause of discontent and eliminate it before the transition of discontent into conflict. The reason needs to be discussed with each other.
4. You should not talk about contradictions and conflicts to strangers, do not resolve conflicts in front of strangers, do not allow even parents and your own children to interfere in conflicts, not to mention strangers.
5. Smart is not the one who is right, but the one who knows how to stop the conflict.
6. When resolving a conflict, it is useless to use strong-willed arguments and decisions.
7. It is only necessary to discuss the subject of disagreement - generalizations and "transition to personalities" are unacceptable.
8. Do not counterattack comments.
9. Do not allow yourself harshness and swear words - harshness causes reciprocal harshness.
10. In a conflict, it is useful to imagine that an authoritative person is a witness.
11. It is necessary to be able to admit one's guilt, if it has become obvious.
12. Even with the aggression of one side, the calmness and goodwill of the other side helps to end the conflict.
13. If the conflict threatens to escalate into a disaster, it may be necessary to admit one's fault, even if there is none - this can buy time and allow the conflict to calm down.

1. Clarify the situation by answering the following questions: a) the role of subjective factors in the conflict, the origins of the conflict; b) whether I interfere with the achievement of any goals of the other side of the conflict; c) what communication barrier (attitudes, temperament, character, nervousness, etc.) caused the conflict; d) what is more important - the consequences of the conflict or the problem due to which the collision occurred.
2. The first to take a step towards resolving the conflict (in which both sides are always to blame), openly take on a share of the blame (especially if the emotional intensity was high), offer to calmly look for ways to resolve the conflict.
3. In some cases, it is appropriate to directly tell a person that he is preventing the solution of a common cause or an important personal matter.
4. To involve in the resolution of the conflict the opinion or participation of a third disinterested person who is able to consider the business side of the conflict.

Literature

Used:

Lupyan Ya.A. Communication barriers, conflicts, stress. Mn: 1986.

Tatura Yu.V. Stress. Subtleties, tricks and secrets. http://www.koob.ru/tatura_yuv/stress_seriya

Linchevsky E.E. Psychological climate of the tourist group. http://www.klex.ru/avx

Zelentsova E.V. Psychology of small groups. Relationships in the tourist group. http://www.geolink-group.com/tourclub/library/psychology.html

Salvatore Maddi. Theories of personality. Comparative analysis. http://www.i-u.ru/biblio/archive/maddi_teorii/09.aspx

I. Bakhtin. With whom to go on reconnaissance and hiking. tourism psychology. http://www.school-obz.org/archive/2007/04/04-43.htm

A study on the change in value orientations during the preparation and conduct of a campaign of the second category of complexity. http://existclub.narod.ru/articles/rsmtcennorient.htm

School of Tourism. Psychology on the go. http://clubsova.od.ua/node/160

Matskevich E.S. Existential psychology and tourism. http://existclub.narod.ru/articles/emexistpsytour.htm

Vatolin D. Turiki and tourists. http://www.hllab.dp.ua/Store/texts/turics.htm

And much more from the Internet.

The lecture was prepared by Igor Prilepsky

tourist psychological interactive

Elements of psychology in tourism

The psychology of tourism refers to social psychology, more precisely, to that part of it that studies the relationship of people during recreation, explores the motivations associated with tourist migrations and services. We can say that the applied psychology of tourism studies behavior in connection with the economic, social, labor and cultural aspects of tourism activities. One of the most important factors in the work of any travel agency is understanding what customers want. You should understand the reason that prompted them to choose this or that tour, their expectations from the trip. In other words, understand the whole range of motives. A. Maslow's theory of human needs motivations is the most popular. In his works “Motives and Personality” and “The Theory of Human Motivations”, a pyramid of needs is substantiated, at the base of which are the most fundamental, and at the top - personal. Hierarchies of needs are outlined by him as follows:

• - all human needs can be grouped into five large groups in the form of a pyramid. Once one of the needs is satisfied, another takes its place. Higher needs are the most difficult to satisfy;
• - in order for motivation to satisfy a particular need to arise, it is necessary to satisfy a need located in a lower rank. When a need arises, the body automatically tries to satisfy it by creating adequate behavior; Satisfaction of needs is a very important factor and determines behavior.

Consider the needs of a person according to A. Maslow:

• 1) physiological primary needs are of the greatest importance for a person. When these needs are largely satisfied, the base of the pyramid can generate motivations to satisfy needs at higher levels;
• 2) security needs have as their goal the search for protection against danger or any threat. They can be physical (accidents) or economic (economic instability or unemployment);
• 3) the needs of relationships, or social, become important when a person is confident in his well-being and security. It becomes important for a person to be accepted by other people, to be a member of a group, to achieve recognition;
• 4) psychological needs - respect or self-love - relate to the status of communication with others, the desire for knowledge and success. At this level of values, there is trust and recognition from others. Satisfying this need, the individual strives for self-affirmation and independence;
• 5) the needs of self-expression and development associated with the internal state of a person are at the top of the pyramid. These are the needs of creating and realizing one's own "I". For implementation, significant internal potential and a high cultural level are required. According to Maslow, all steps of this pyramid must be completed gradually. Also, a person can simultaneously be on several levels at the same time, but this does not mean 100% satisfaction of needs in everyday life when moving to each higher level. A. Maslow believes that needs are satisfied (on average): physiological - by 80%, safety - by 70%, social - by 50%, psychological - by 40% and self-expression - by 100%.

• - physical motivations on vacation: sports, recreation on the beaches, health-improving training, etc. All these motivations have a common aspect: to reduce fatigue and tension through vigorous physical activity and thus achieve a new physical condition through rest.
• -cultural motivations can be identified as a desire to know other parts of the country with a different culture, history, architecture.
• - social motivations, or relationships between people, include the desire to meet new people, visit friends.
• -Motivations for changing activities or geographical location involve getting out of the routine associated with work or daily activities, moving into a new geographical environment.
• - status and prestige motivations are associated with the "I" of a person and his personal development. These motives can be associated, for example, with business travel, trips to congresses, study. The desire for recognition, attention and good reputation can be satisfied very broadly and deeply through travel.
• entertainment motivation is associated with the desire to have fun (dance, sports, music, walks).

The psychology of tourist needs covers the study of all psychological aspects of the client: his behavior, motivation, desires, cultural and other needs, based on:

• - motivation and desires of the tourist;
• - typology of tourist clientele;

Travelers can be classified according to the types identified by the American psychologist Stanley Plog:

Psychocentric (concentrating on themselves) and egocentric (extroverted behavior). Psychocentrics prefer: to travel with families in strictly defined places; active joint recreation in familiar areas; resorts where there is a lot of sun and a good quality of rest; little activity; places that can be reached by car; tourist comfort with a developed network of hotels, restaurants, shops; home environment (familiar cuisine, family atmosphere, absence of foreigners); a complete package of very intensive excursions.

Egocentrics prefer active and varied entertainment; adventure and thrill in life; travel to satisfy curiosity. The greatest attraction is seen in underdeveloped tourist areas. They try to use air transport as much as possible, they are demanding in terms of living conditions, good nutrition. For them, “modernity” is not obligatory, more precisely, following fashion, since they are not interested in promoted, “hackneyed” resorts and attractions. They prefer to get acquainted with a new culture and communicate with foreigners. If there are excursions in the program, they do not accept strict schedules and require the maximum degree of freedom and independence. The adaptation of this classification on Russian soil is a controversial and difficult issue. And we will not be able to give unambiguous answers for a long time, because the constantly traveling stratum of society, firstly, is small, and secondly, it is still in a state of formation of preferences.

A tourist is a citizen who visits the country (or place) of temporary residence for certain purposes, without engaging in paid activities in the host country and spending at least one overnight stay in this country. According to international standards, the period of stay cannot exceed 12 months in a row, according to national standards 6 months. Senin, B.C. Organization of international tourism / V.S. Senin. - M.: Finance and statistics, 2003. - P.372.

Attitudes towards rest have changed gradually from century to century. So, work week decreased significantly. In the 50s of the XIX century. average duration the working week was 70 hours. It was longer even for those who were employed in agriculture. By 1920, the workweek was reduced to 50 hours. This trend can be partly explained by the decline in the number of people employed in agriculture.

The length of the average working day has also decreased from 12 to 8 hours a day. The number of working days has been reduced from 7 to 5. The social psychology of consumers is constantly undergoing significant changes. In the 5070s, when the economy was ready to produce more and the consumer to consume more, work was perceived as the main component of human existence, and rest as a means of restoring strength for further work. Now people consider the right to rest as the most significant aspect of life. Life should give pleasure, rest is an opportunity for self-realization of the individual, and work is a necessary means of maintaining an appropriate standard of living.

The new consumer seeks, as before, to consume more, but now as the primary needs are met. He focuses more on impressions, knowledge, pleasure, self-expression and, to a lesser extent, on material values.

On the Russian market formed new type a consumer who is distinguished by the following psychological and behavioral characteristics:

high level of awareness;

high demands on comfort and quality of services;

individualism;

ecologism of consciousness (awareness of the fragility of the environment and its inseparable unity with man);

spontaneity of decisions;

mobility;

physical and mental activity on vacation;

the desire to receive a kaleidoscope of impressions from life.

The new Russian consumer of travel services, most of whom have already been abroad and have an idea of ​​quality service, sophisticated, more informed, demanding, critical of the goods and services offered to him, spoiled by foreign abundance, thirsting for a variety of impressions and pleasures, active, independent, changes his behavior in the tourism market.

The above changes in the public psychology of consumption have influenced the stereotypes of consumer behavior in the tourism services market. In Western countries over the past 30 years of rapid development of tourism, and in Russia literally over the past decade, the stereotypes of tourist behavior have undergone major changes.

1. In the motivations for tourist trips, the influence of active forms of recreation is increasing and its segmentation is deepening.

The process of dividing the market into homogeneous groups of consumers,

to which different goods (services, works, ideas) and different marketing efforts (individualized marketing mixes) should be addressed is called market segmentation. Golubkov, E.P. Fundamentals of Marketing: Textbook / E.P. Golubkov. - M: Finpress, 2000. - S. 264.

2. In the 5080s, trips within the country prevailed, and only a few had the opportunity to go on a business trip or on vacation on trade union vouchers, and mainly to the countries of the former socialist camp or countries of the near abroad. Since the beginning of the 90s, the geography of tourist trips has a pronounced trend towards the expansion of outbound tourism and a reduction in demand for tours within the country. Within outbound tourism, there is an increase in demand in the “long-distance trips” segment of tours to exotic countries of Southeast Asia, Indonesia, Japan, and countries of Eastern and Southern Europe.

3. An emerging trend is an increase in the number of tourist trips, including short-term ones for the purpose of recreation. Some tourists are beginning to give preference to short but frequent trips on weekends or on New Year's, Easter, May holidays, etc. Short but frequent trips meet such requirements of the consumer of travel services as spontaneity in choosing a tourist center, intensive, saturated with impressions vacation . A short but intensive holiday differs from the main holiday by a higher level of expenses per day of stay in the tourist center, high activity and mobility of tourists.

Changing the lifestyle of people. The way of life is the established forms of a person's being in the world, which find their expression in his activities, interests and beliefs. Lifestyle is a comprehensive portrait of a person in his actions and interaction with the environment. It is more than the fact of belonging to a particular social class or personality type. Knowing that a person belongs to a particular social class, one can draw certain conclusions about his intended behavior, but one cannot represent him as an individual.

The personality of a person makes its own adjustments to the choice of the buyer. Personality is understood as distinctive psychological characteristics that determine individual and relatively stable reactions of a person to environment. Personal characteristics can be used in the analysis of preferences given by consumers to certain types of goods (certain services). Yankevich, V. S., Bezrukova N. L. Marketing in the hotel industry and tourism / V.S. Yankevich. - M.: Finance and statistics, 2003. - S. 172.

Having information about a person's personality type, one can draw conclusions about his distinctive psychological characteristics, but it is impossible to learn about his activities, interests and beliefs. When developing a marketing strategy for a product (service), managers seek to uncover the relationship between a product (service) and a certain lifestyle.

People are attracted to adventurous travel, new sensations, healthy recreation, etc. They are interested in self-expression and self-satisfaction, experiencing new lifestyles and learning new types of recreation. On vacation, they devote time to getting to know themselves. And modern society supports this individualism, the thirst for self-respect and self-expression.

Experiments with lifestyles, weekend vacations, gender equality, women's emancipation have given tourism new consumer groups. Fashion, customs, habits, traditions also pay attention to the behavior of consumers of travel services and, accordingly, to demand. Kvartalnov, V.A. Tourism / V.A. Quarterly. - M.: Finance and statistics, 2002. - P.238.

Psychographic segmentation of travel agency customers combines a whole range of consumer characteristics. In general, it is expressed by the concept of "way of life". The latter is a life model of a line, which is determined by hobbies, actions, interests, opinions, type of relationships with other people, etc. Durovich, A.P. Marketing in tourism / A.P. Durovich. - Minsk: New knowledge, 2001. - S. 219.

Psychographics combines methods of quantitative measurement of personality traits, values, lifestyle of the consumer. Personality is called the unique reactions of a person to environmental stimuli, which reflect his personality. Angel, D. Consumer Behavior / D. Angel. - St. Petersburg: PiterKom, 2000. - P.327.

Psychographic analysis (lifestyle analysis) allows managers to understand what lifestyles their buyers of their products adhere to, and this in turn makes it possible to communicate more effectively with representatives of different segments. At the same time, you can figure out how to position a new or existing product, how best to “communicate” it to consumers who adhere to a certain lifestyle (probably, the efficiency here is higher than using demographic indicators alone). The main idea of ​​the method is to look beyond standard variables, present the product in accordance with the actions, hopes, fears and dreams of the target audience. Psychographic segmentation of consumers of various goods and services based on K-TGI data. Access mode .

Psychographic, or psycho-behavioral, criteria of tourist behavior: the motive of the trip; psychological portrait of a tourist; seasonality, organization and form of travel (group or individual); used vehicles; accommodation facilities; remoteness of the turkey; duration of the trip (of great importance for tourism service providers, as it is observed that tourists undertaking short tours are ready for more expenses and tend to have a more intensive excursion program). These criteria also include sources of travel financing (social tourism recreation for low-income segments of the population, which is subsidized by the social insurance system; incentive tours, incentive trips for company employees and their families, financed by the company); consultants and intermediaries in making a decision on making a tour (travel agent, tour operator). With psychological-behavioral segmentation, consumers are divided into groups according to lifestyle characteristics and goals regarding their free time, according to personality characteristics and behavioral characteristics, as well as stereotypes regarding the consumption of a tourist product.

Depending on the motivation of the tourist trip (the purpose of the trip), the following segments of tourism are distinguished: business, sports, resort, health, adventure, entertainment, educational, educational, exotic, hobby tours.

Many of them are divided into smaller sub-segments, for example, in recreational tourism, these are holiday tourism and tourism for the purpose of treatment. It is often difficult to draw a clear line between the individual segments in terms of motivation: business tourism can be combined with educational, sports with recreation.

Attempts are being made to generalize certain needs and characteristics of consumers of travel services and to identify types of travelers by combining many similar features. The data of typologies created on the basis of a set of criteria are always conditional, but in the marketing of a company, when conducting market segmentation and determining target groups, they can be rationally used to train personnel, when choosing the media for an advertising campaign, and also when determining marketing goals.

Segments obtained by dividing the tourism market on the basis of people's lifestyles can provide answers to questions about the behavior, interests, beliefs, perceptions, values ​​and needs of representatives of each such segment. For example, consumer groups have been identified: the self-absorbed seeker of pleasure; active and purposeful person; a representative of the business community, the so-called "blue collar"; traditional homebody.

Self-absorbed seeker of pleasure. A young man doing monotonous, uninteresting work seeks satisfaction from real and imagined outdoor activities. He likes to go fishing and hunting, play basketball, and is fond of expensive sports cars. He has a decent income, but all purchase decisions are made by him spontaneously. This person does not plan life for the long term. He is a regular viewer of sports, adventure and other active programs on TV.

Active and purposeful person. Uses all his abilities and energy to achieve promotion, has a great interest in his work, liberal, with modern views on many aspects of life, self-confident. Such a person is in constant search new experiences, activities such as skiing, sailing, traveling abroad. This person reads magazines to keep abreast of all the events and the latest trends in modern culture. He watches sports television programs, entertainment shows and breaking news.

Business personality. Has more free Money to buy a second home and an expensive vacation, in contrast to an active, purposeful person. But she prefers to travel short distances and is less mobile, as she has a permanent place of residence and a well-formed family. She is a reader of business magazines, newspapers, news briefs, television specials on travel and nature.

"Blue Collars". Live in small towns or on the outskirts of large cities, have strong beliefs about social values, such as a sense of patriotism, morality, and the need for hard work. They consider rest with a family in tents (camping) to be an excellent rest. They love hunting and fishing. Of all television sports programs, they prefer bowling or football.

Traditional homebody. His main problem is his inability to keep up with the rapidly changing world. He admits that he is a follower of the old traditions and expects the same from other people. He tries to make the most of every ruble he spends. A homebody avoids anything that involves risk and will never shop on credit. He is a viewer of television comedies. The main source of information about the latest events in the world for him are news broadcasts on television.

All these segments give a superficial characterization of consumers. When dividing the tourism market according to generalized characteristics, the segments obtained by the lifestyle criterion represent groups of consumers with completely different needs and values. Each segment represents a major market for which a specific tourism product is being developed. Socio-demographic data reveals the physical and financial abilities and limitations of each segment. The lifestyle description gives an idea of ​​the needs and demands of each segment. Each media segment's usage data shows the means by which an advertising campaign can be carried out to inform that segment.

The segmentation of tourist demand tends to infinity, this is due to such factors as the complexity of the structure of human needs, the growing importance of recreation and tourism in society.

The complication of the structure of tourist needs leads to the emergence of not only new segments in tourist demand, but also mixed forms of tourism. Kvartalnov, V.A. Tourism / V.A. Quarterly. - M.: Finance and statistics, 2002. - P.244.

By classifying its customers, the travel agency is able to offer a more individualized package of products with related and additional services. A more correct choice is made about the need for customer loyalty, the possibility of error is minimized, and the profitability of the enterprise is increased. By identifying a group of unprofitable customers, you can throw off the negative ballast and transfer part of the funds to retain existing profitable customers.

Psychological tourism (psitourism) is a completely new direction of tourism that is gaining popularity. This type of tourism appeared in response to the ever-increasing pace of life and the level of stress in people living in megacities. People have forgotten how to have a good rest and recuperate, and constant stress at work, noise and haste - all this has a detrimental effect on our well-being and health. Weekends for a good rest in such conditions are not enough. Therefore, psitourism appeared and began to develop, which will appeal to those who want to relax at the sea, and at the same time have time to pay attention to their self-development and self-improvement.

What is psitourism?

Psychological tourism is aimed at the physical and mental state of a person exhausted by the stresses and problems typical of city dwellers and careerists. Many residents of megacities suffer from depression, mental disorders. To get out of such a "swamp" it is best to make an "emotional reset". The ideal option for such a reboot is a trip, new acquaintances, everything that “pulls out” from ordinary reality, where you can forget about everything that is left at home. Such a vacation is the perfect combination of educational excursions and new knowledge in some interesting area of ​​\u200b\u200bself-development.

If you just go on vacation, then upon returning all the problems return in any case, but after training in self-development or time management, or communication, or motivation and goal setting, or meditation and relaxation, people return not only rested and inspired, but and armed with specific skills and knowledge that will help solve some problems, or even direct life in a fundamentally new direction.

Today there are different directions of psychological tourism:

• a trip to another country or city to undergo some kind of training, which includes interesting excursions,
• ecotourism (most often this happens in nature, participants live in tents, learn about the world around them and acquire some useful skills),
• hike with a psychologist and a guide, etc.

Effective psychological tourism includes a psychological "reboot", gaining new skills, quality relaxation, unlocking one's potential and self-development. Such a vacation should be combined with the knowledge of other cultures, meeting new people and self-development.

Tourist program

As a rule, the trip is devoted to a specific topic, based on which the most suitable place to stay, seminars and excursions are selected. The most optimal number of participants is from 10-12 to 15 people. Usually such a group is accompanied by a trainer-psychologist, who draws up the training program itself, and also helps all participants to relax and achieve harmony. Also, such a group is usually accompanied by people responsible for organizing comfortable conditions for participants.

If the program is selected correctly, then the participants return physically and morally restored and full of fresh ideas.

You have to try to understand if this type of tourism is suitable, but this direction is steadily gaining more and more fans.

Today there is a paradoxical situation: on the one hand, they presented tourism, referring to the classical classification of types of tourism, rejecting psychological tourism (psitourism, Ψ-tourism); at the same time, in the realities of the tourism industry, this type of tourism not only exists, but is also gaining strength; on the other hand, research in the field of tourism does not fall into the epicenter of the scientific interests of representatives of psychological science, which leads to deliberately unsuccessful attempts to scientifically substantiate this phenomenon - Ψ-tourism, by specialists-enthusiasts only in the field of tourism.

Scientific significance: for the first time scientifically substantiated a new phenomenon that exists at the intersection of psychology and tourism, psychological tourism. Practical significance: the results of the study can be implemented in the activities of firms offering a new tourist service - psychological tourism. Social significance: the organization of Ψ-tourism allows you to remove psychological barrier, which still exists in most people who are not related to psychology, and manifests itself in the form of a distorted understanding of the essence of psychological counseling, fear of contacting a psychologist, fear of psychological deviations in the structure of their personality.

Psi-tourism is an opportunity to apply the knowledge, methods and technologies of psychological science in another area of ​​knowledge - tourism, which, in turn, will cover more people and form an adequate attitude towards psychology, and thus popularize psychology as a science.

Basic goals 1) to scientifically substantiate Ψ-tourism as an innovative phenomenon in the realities of the tourism industry, 2) to develop Ψ-tourism technology for its implementation in the activities of travel companies, 3) to develop an educational program for psychologists to improve their skills within the framework of psychological tourism. Additional goal: to form the following image of Ψ-tourism among consumers: psitourism is, firstly, a vacation for mentally healthy people of a productive age, and secondly, it is a vacation aimed not only at contemplating the beauties of the outside world, but also at harmonizing the inner world , i.e. rest, allowing you to orient yourself in the space of your psychological reality.

The target audience: people of productive age.

PREPARATORY STAGE . In January 2009, in preparation for the new tourist season, the idea of ​​substantiating and developing psi-tourism was proposed on the basis of the Time Travel company. During the first stage, an article by Buryak L.G. was published. “Psychological tourism: what is it?”, which reflects the scientific understanding of this type of tourism: “Based on the classification of types, forms and types of tourism proposed by the WTO, we can determine that the term “psychological tourism” should be considered as a type of tourism distinguished by criterion - "short-term or longer rest for the purpose of physical or psychological recovery of the body." At the same time, it is important not to confuse this type of tourism with recreational tourism: in the first case, we are talking about the restoration of a person’s psychological resources, i.e. about the restoration of those internal forces that the client turns to in difficult life situations, in the second - about the treatment, improvement of a person suffering from a certain disease and acting as a patient. Psychological tourism is designed to meet the needs of a mentally and physically healthy person. Therefore, specialists (experience and perception consultants) who do not have a medical education, but who have a higher psychological education, can provide psychological support for clients. The concept of psychological tourism (Ψ-tourism) is based on the fundamental provisions of Gestalt psychology. The purpose of psychological tourism is to achieve the internal integrity and harmony of the individual (better understanding and acceptance of oneself, greater fullness and meaningfulness of life, improved contacts with the outside world) through specially organized tourism activities - Ψ-tourism through the psychological support of the client-tourist, expressed in helping the client - a tourist to orient himself in the space of his psychological reality. The main tasks of Ψ-tourism are: a) solving psychological problems through the comprehension of internal and external being, b) the client’s knowledge of his psychological reality, his personal resources (hidden physical and psychological capabilities of a person), c) development of a “flair” for life (joy of being, fullness of life, one’s “necessity”), d) improvement of the client’s social contact, his ability to enter and build social contacts; e) formation and development of the ability to take responsibility for oneself, one's thoughts, feelings, actions. Methods of work in Ψ-tourism: conversation (interview), contemplation, trainings, business games and exercises, listening (active and passive), analysis, introspection, self-telling, self-presentation, silence, etc. ". MAIN STAGE. In June 2009, the first tourist group was organized from those wishing to become participants in Ψ-tourism. Clients contacted the travel agency via the Internet. On the website of the travel company "Time Travel" information about psitura was posted: "Know and understand yourself", "Harmony", "Antistress". THE FINAL STAGE. At the end of the tourist season in November 2009, an analysis was made of the results obtained from the introduction of psitourism in the activities of the travel agency.

Conclusions: a) psitourism allows its participants to get rid of psychological stress, b) get rid of the distorted idea about people who turn to psychologists to solve their psychological problems, c) various organizations are interested in psitourism as a recreation that allows solving the psychological problems of the internal corporate environment, d) psitourism - this is an innovative type of tourism that allows not only to relieve internal stress and restore the working capacity of an adult, but also to strategically develop the tourism business.