SIST ISO 21102:2021

INTERNATIONAL ISO
STANDARD 21102
First edition
2020-08
Adventure tourism — Leaders —
Personnel competence
Tourisme d'aventure — Leaders — Compétence du personnel
Reference number
ISO 21102:2020(E)
©
ISO 2020

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ISO 21102:2020(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2020
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2020 – All rights reserved

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ISO 21102:2020(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Role of the leader . 2
5 Expected results . 2
5.1 Compliance . 2
5.2 Leading groups . 3
5.3 Technical abilities . 3
5.4 Managing risks . 4
5.5 Responding to incidents and emergencies . 4
5.6 Behaving professionally and ethically . 5
6 Competencies . 6
6.1 General . 6
6.2 Knowledge . 6
6.3 Skills . 6
6.4 Attitudes or attributes . 7
7 Qualifications, maintenance and improvement of competencies .7
7.1 Qualifications for leaders . 7
7.2 Continuing professional development . 8
7.3 Maintenance of competencies . 8
Bibliography . 9
© ISO 2020 – All rights reserved iii

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ISO 21102:2020(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/ directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/ patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to
the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see
w w w . is o . or g / is o/ f or ewor d . ht m l .
This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.
This first edition cancels and replaces ISO/TR 21102:2013, which has been technically revised. The
main changes are as follows:
— ISO 20611 has been added as a reference in the Introduction;
— Normative references have been included in Clause 2;
— Requirements have been added (previously there were recommendations) in Clauses 4 to 7;
— Information on qualifications for leaders (formal and otherwise) has been added in 7.1.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/ members .html.
iv © ISO 2020 – All rights reserved

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ISO 21102:2020(E)

Introduction
0.1  Adventure tourism
Adventure tourism is a global industry that is growing in importance. Whether provided on a
commercial, not for profit or charitable basis, adventure tourism activities involve an accepted, inherent
element of risk and challenge. Taking risks brings rewards but also dangers. In order to maximize the
rewards, adventure tourism activity providers should operate as safely as practicable.
0.2  Adventure tourism standards
The purpose of these documents is to set out the minimum requirements for safety management
systems and for providing information to participants.
This document, along with ISO 20611, ISO 21101 and ISO 21103, provides a basis for adventure tourism
activity providers to plan, deliver and provide information on adventure tourism activities as safely as
practicable.
The following documents are independent entities since they apply to different aspects of adventure
tourism:
— ISO 20611 provides requirements and recommendations on good practices for sustainability
(environmental, social and economic aspects) for adventure tourism activities.
— ISO 21101 specifies how the adventure tourism organization manages its operations in terms of safety.
NOTE ISO 21101, Adventure tourism — Safety management systems — A practical guide for SMEs is
a handbook that offers step-by-step guidance and examples to help small and medium-sized adventure
tourism operators to develop, implement and continually improve a safety management system following
the requirements of ISO 21101.
— This document specifies the minimum requirements and recommendations of competencies and
the related expected results of competencies for adventure tourism activity leaders common to any
adventure tourism activity.
— ISO 21103 specifies the minimum information to be communicated to participants and potential
participants before, during and after the activity.
Effective implementation of these documents will help consumers and other participants make
informed choices about activities and providers.
0.3  Purpose of this document
Adventure tourism activity leaders' competencies for leading participants and assuming responsibility
for them is a critical factor in ensuring delivery of safe adventure tourism activities.
Competency is a concept that is based on knowledge, skills and attitudes or attributes.
Depending on the type of adventure tourism activity (e.g. rafting, hiking, cascading, climbing), different
competencies are required. Nevertheless, there are some competencies that are common to every
adventure tourism activity. These common competencies (and the respective expected results) are the
focus of this document.
© ISO 2020 – All rights reserved v

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INTERNATIONAL STANDARD ISO 21102:2020(E)
Adventure tourism — Leaders — Personnel competence
1 Scope
This document establishes the requirements and recommendations of competencies and the related
expected results of competencies for adventure tourism activity leaders common to any adventure
tourism activity, which can affect the quality and safety of the services provided. It can be used by all
types and sizes of providers operating in different geographic, cultural and social environments.
This document does not apply to diving leaders, for whom References [1], [2] and [4] to [9] apply.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 20611, Adventure tourism — Good practices for sustainability — Requirements and recommendations
ISO 21103, Adventure tourism — Information for participants
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at http:// www .electropedia .org/
3.1
adventure tourism activity
adventure activity for tourism purposes that involves a degree of instruction or leadership and a
deliberate accepted element of risk
Note 1 to entry: An accepted element of risk means that the participant (3.9) has a reasonable understanding of
potential risks.
[SOURCE: ISO 21101:2014, 3.35, modified.]
3.2
competence
ability to apply knowledge and skills to achieve expected results (3.6)
[SOURCE: ISO 21101:2014, 3.11, modified.]
3.3
competent person
someone who has the competence (3.2) to perform specific functions
3.4
contingency measures
preventive or corrective action to be adopted in response to an event and a need to depart from the
agreed plan of action
© ISO 2020 – All rights reserved 1

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ISO 21102:2020(E)

3.5
emergency
serious situation requiring immediate action
[SOURCE: ISO 21101:2014, 3.43]
3.6
expected results
results of performed activities in provision of service
Note 1 to entry: Expected results can refer to an occupation, a competence (3.2) or a set of competencies.
3.7
first aid
emergency (3.5) procedures aimed at maintaining vital functions while ensuring that the condition of a
person who is injured, unconscious or whose life is in danger is not aggravated, until he or she receives
more qualified assistance
3.8
leader
competent person (3.3) who takes responsibility for people, and is able to lead, guide and supervise an
assigned activity
Note 1 to entry: A leader might also be referred to as a ‘guide’, ‘monitor’ or similar.
3.9
participant
person taking part in the adventure tourism activity (3.1) but not a member of the leadership team
Note 1 to entry: A participant might also be referred to as a ‘client’, ‘customer’ or similar.
Note 2 to entry: A leadership team comprises several leaders (3.8).
[SOURCE: ISO 21101:2014, 3.37]
4 Role of the leader
Prior to leading specific activities, leaders shall have the appropriate competencies gained through
training, experience, expertise or qualifications, and the role shall include:
a) participant assistance;
b) safety management and care of participants and the leadership team in accordance with the
adventure tourism activity provider's safety management systems, including provision of
appropriate information, instruction, supervision and training;
NOTE For more information, see ISO 21101 and Reference [10].
c) implementation of emergency procedures, if necessary;
d) sharing relevant information, in accordance with ISO 21103;
e) implementation of relevant sustainable practices, in accordance with ISO 20611.
5 Expected results
5.1 Compliance
The leader shall establish, implement and mai
...

DRAFT INTERNATIONAL STANDARD
ISO/DIS 21102
ISO/TC 228 Secretariat: UNE
Voting begins on: Voting terminates on:
2019-08-21 2019-11-13
Adventure — Leaders — Personnel competence
Tourisme d'aventure — Leaders — Compétence du personnel
ICS: 03.200.10; 03.080.30
THIS DOCUMENT IS A DRAFT CIRCULATED
FOR COMMENT AND APPROVAL. IT IS
THEREFORE SUBJECT TO CHANGE AND MAY
NOT BE REFERRED TO AS AN INTERNATIONAL
STANDARD UNTIL PUBLISHED AS SUCH.
IN ADDITION TO THEIR EVALUATION AS
BEING ACCEPTABLE FOR INDUSTRIAL,
This document is circulated as received from the committee secretariat.
TECHNOLOGICAL, COMMERCIAL AND
USER PURPOSES, DRAFT INTERNATIONAL
STANDARDS MAY ON OCCASION HAVE TO
BE CONSIDERED IN THE LIGHT OF THEIR
POTENTIAL TO BECOME STANDARDS TO
WHICH REFERENCE MAY BE MADE IN
Reference number
NATIONAL REGULATIONS.
ISO/DIS 21102:2019(E)
RECIPIENTS OF THIS DRAFT ARE INVITED
TO SUBMIT, WITH THEIR COMMENTS,
NOTIFICATION OF ANY RELEVANT PATENT
RIGHTS OF WHICH THEY ARE AWARE AND TO
©
PROVIDE SUPPORTING DOCUMENTATION. ISO 2019

---------------------- Page: 1 ----------------------
ISO/DIS 21102:2019(E)

COPYRIGHT PROTECTED DOCUMENT
© ISO 2019
All rights reserved. Unless otherwise specified, or required in the context of its implementation, no part of this publication may
be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting
on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address
below or ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: +41 22 749 01 11
Fax: +41 22 749 09 47
Email: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2019 – All rights reserved

---------------------- Page: 2 ----------------------
ISO/DIS 21102:2019(E)

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Role of the leader . 2
5 Expected results . 2
5.1 Compliance . 2
5.2 Leading groups . 3
5.3 Technical abilities . 3
5.4 Managing risks . 4
5.5 Responding to incidents and emergencies . 4
5.6 Behaving professionally and ethically . 5
6 Competencies . 6
6.1 General . 6
6.2 Knowledge . 6
6.3 Skills . 6
6.4 Attitudes or attributes . 7
7 Qualification, maintenance and improvement of competencies .7
7.1 Qualification for leaders. 7
7.2 Continuing professional development . 8
7.3 Maintenance of competencies . 8
Bibliography . 9
© ISO 2019 – All rights reserved iii

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ISO/DIS 21102:2019(E)

Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2 (see www .iso .org/directives).
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of
any patent rights identified during the development of the document will be in the Introduction and/or
on the ISO list of patent declarations received (see www .iso .org/patents).
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the voluntary nature of standards, the meaning of ISO specific terms and
expressions related to conformity assessment, as well as information about ISO's adherence to the
World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following
URL: www .iso .org/iso/foreword .html.
This document was prepared by Technical Committee ISO/TC 228, Tourism and related services.
This first edition of ISO 21102 cancels and replaces ISO/TR 21102:2013, which has been technically
revised.
Any feedback or questions on this document should be directed to the user’s national standards body. A
complete listing of these bodies can be found at www .iso .org/members .html.
iv © ISO 2019 – All rights reserved

---------------------- Page: 4 ----------------------
ISO/DIS 21102:2019(E)

Introduction
Adventure tourism
Adventure tourism is a global industry that is growing in importance. Whether provided on a
commercial, not for profit or charitable basis, adventure tourism activities involve an accepted,
inherent element of risk and challenge. Taking risks brings rewards but also brings dangers. In order
to maximize the rewards, adventure tourism activity providers should operate as safely as practicable.
ISO 20611, ISO 21101, ISO 21102 and ISO 21103 provide a basis for adventure tourism activity providers
to plan, deliver and inform about adventure tourism activities as safely as practicable.
Effective implementation of these documents will help consumers and other participants make
informed choices about activities and providers.
Adventure tourism standards
The purpose of these documents is to set out the minimum requirements for safety management
systems and information to participants.
The following four documents are independent entities since they apply to different aspects of
adventure tourism:
— ISO 21101: specifies how the adventure tourism organization manages its operations in terms
of safety;
NOTE A practical guide for SMEs – ISO 21101, Adventure tourism — Safety management systems is a
handbook that offers step-by-step guidance and examples to help small and medium-sized adventure
tourism operators to develop, implement and continually improve a safety management system following
the requirements of ISO 21101.
— ISO 21102: specifies the minimum requirements and recommendations of competencies and the
related expected results of competencies for adventure tourism activity leaders common to any
adventure tourism activity;
— ISO 21103: specifies the minimum information that shall be communicated to participants and
potential participants before, during and after the activity;
— ISO 20611: provides requirements and recommendations on good practices for sustainability
(environmental, social and economic aspects) for adventure tourism activities.
Purpose of this document
Adventure tourism activity leaders' competencies for leading participants and assuming responsibility
for them is a critical factor in ensuring delivery of safe adventure tourism activities.
Competency is a concept that is based on knowledge, skills and attitudes or attributes.
Depending on the type of adventure tourism activity (rafting, hiking, cascading, climbing, among
others), different competencies are required. Nevertheless, there are some competencies that are
common to every adventure tourism activity. These common competencies (and the respective
expected results) are the focus of this document.
This document specifies requirements for the competent delivery of specific adventure tourism
activities.
© ISO 2019 – All rights reserved v

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DRAFT INTERNATIONAL STANDARD ISO/DIS 21102:2019(E)
Adventure — Leaders — Personnel competence
1 Scope
This document establishes the requirements and recommendations of competencies and the related
expected results of competencies for adventure tourism activity leaders common to any adventure
tourism activity. It can be used by all types and sizes of providers operating in different geographic,
cultural and social environments.
This document does not apply to diving leaders for whom References [1]-[8] apply.
2 Normative references
The following documents are referred to in the text in such a way that some or all of their content
constitutes requirements of this document. For dated references, only the edition cited applies. For
undated references, the latest edition of the referenced document (including any amendments) applies.
ISO 20611, Adventure tourism — Good practices for sustainability — Requirements and recommendations
ISO 21103, Adventure tourism — Information for participants
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminological databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https: //www .iso .org/obp
— IEC Electropedia: available at http: //www .electropedia .org/
3.1
adventure tourism activity
adventure activity for tourism purposes that involves a degree of instruction or leadership and a
deliberate accepted element of risk
Note 1 to entry: An accepted element of risk means that the participant (3.9) has a reasonable understanding
about the risk involved.
[SOURCE: ISO 21101:2014, 3.35 modified]
3.2
competence
ability to apply knowledge and skills to achieve expected results (3.6)
[SOURCE: ISO 21101:2014, 3.11, modified]
3.3
competent person
someone who has the competence (3.2) to perform specific functions
3.4
contingency measures
preventive or corrective action to be adopted in response to an event and a need to depart from the
agreed plan of action
© ISO 2019 – All rights reserved 1

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ISO/DIS 21102:2019(E)

3.5
emergency
serious situation requiring immediate action
[SOURCE: ISO 21101:2014, 3.43]
3.6
expected results
results of performed activities in provision of service
Note 1 to entry: Expected results can refer to an occupation, a competence (3.2) or a set of competencies.
3.7
first aid
emergency (3.5) procedures aimed at maintaining vital functions whilst ensuring that the condition of a
person who is injured, unconscious or whose life is in danger is not aggravated, until he or she receives
more qualified assistance
3.8
leader
competent person (3.3) who takes responsibility for people, and is able to lead and supervise an assigned
activity
3.9
participant
person taking part in the adventure tourism activity (3.1) but not a member of the leadership team
Note 1 to entry: A participant might also be referred to as ‘client’, ‘customer’ or similar.
Note 2 to entry: A leadership team comprises several leaders (3.8).
[SOURCE: ISO 21101:2014, 3.37]
4 Role of the leader
Prior to leading specific activities, leaders shall have the appropriate competencies through training,
experience, expertise and/or qualifications, and the role shall include:
a) participant assistance;
b) safety management and care of participants and the leadership team in accordance with the
adventure tourism activity providers' safety management systems,
...