资源简介

(共59张PPT)
Module 9
Handling Emergencies
导游英语
Key Points
Preparation and standard procedure for handling emergencies
Parts of a welcome speech
Difficult Points
Dealing with unexpected situations, such as passport loss, traffic accidents, sudden illnesses, etc.
Key Points and Difficult Points
导游英语
Case 1
An old tourist has a heart attack, and another tourist, the old tourist’s son, advises the local guide to allow his father to take the medicine that the patient has prepared beforehand.
What should the local guide do
Case Introduction
导游英语
Case 2
The local guide Mr. Zhao’s tour group has finished the tour in Tibet. But one of the tourists had been hospitalized due to altitude sickness, and he is not allowed to leave the hospital when the tour group has to leave China.
What should the local guide do
Task 1 Certificate Loss
Task 2 Personal Property Loss
CONTENTS
导游英语
Task 3 Dealing with Sudden Illnesses
Task 4 Tourists Missing
Task 5 Dealing with Emergencies En Route
Task 1 Certificate Loss
Dialogue 1 Passport Loss
Dialogue 2 Reapplying for a Passport
导游英语
Ⅰ Warming up
Listen and match
导游英语
Lost and Found
Public Security Bureau
Consulate
embassy
Ⅰ Warming up
2. Question:
Passport is essential and vital for outbound tour. What if it got lost for a foreign tourist during the visit in China
Tips for reference:
(1) Report to the local travel agency.
(2) Get the written testimonial.
(3) Go to the local Public Security Bureau.
(4) Go to the embassy of one’s own country or the Consulate General in China together with valid testimonials and photo.
(5) Apply for the new passport.
(6) Apply for a new visa from the office of Entry and Exit visas for foreigners.
导游英语
Vocabulary
distinctly [di'sti ktli] adv. 清楚地
issue ['i u:] v. 颁发
bureau [ bj r ] n. 局
photocopy [ f t k pi] n.复印件
traveler’s check 旅行支票
nationality [ n n l ti] n. 国籍
colleague [ k li ɡ] n. 同事
careless [ ke l s] adj. 粗心的
导游英语
Ⅲ Exercises
Match the following Chinese with the correct English versions.
(1) 复印件 a. bureau
(2) 证书 b. photocopy
(3) 国籍 c. certificate
(4) 文件 d. nationality
(5) 局，所 c. document
导游英语
2.Translate the following Chinese into English.
(1)如果您更换了护照，当地公安局将重新为您签发签证。
(2)请问我什么时候能拿回护照
(3)他可以在我们营业时间的任何时候来。
(4)我们应该先到我的旅行社去拿遗失的证明。
(5)有了这个证明，我们就去派出所开个证明。
导游英语
Answer:
(1) The local Public Security Bureau will reissue your visa if you have the replacement of your passport.
(2) Excuse me, when can I get my passport back
(3) He may come any time during our business hours.
(4) We should first go to my travel agency to get a proof for the loss.
(5) Then, with the proof, we’ll go to the police station to have a certificate.
导游英语
Fill in the blanks with appropriate words and expressions.
A: What’s wrong with you. Judy
B: My handbag is missing. There is much money in it. And my passport is in it. too.
A: Then, you have to apply for a new passport from your embassy in Beijing. You also need to apply for new visa from exit and entry unit of China.
B: Beijing is too far. How could I get there to apply for my passport
A: Don’t worry. I’ll take you to the police station first, then to your Consulate General here. You can apply for a new passport.
B: Thank you very much. You have been always helpful.
A: Don’t mention it. Is there anything else that is bothering you
B: I also lost my credit card.
A: It is urgent. You should call your credit card company immediately to report the loss.
B: Oh. it is a bad day for me today. I lost all my belongings.
A: It is not end of the world. My travel service will try to help you to get all documents ready.
B: Thank you very much.
A: You are welcome.
导游英语
Question 1:
If a tourist can’t locate his/her passport, what kind of help can local guide offer
导游英语
Answers:
(1) Call the places where the tourist has been to, like restaurants, theaters or tourist attractions...
(2) Suggest that the tourist check with the hotel’s duty manager to see if it has been turned in. Look in all the places he/she has been to in the hotel including the tourists own room.
(3) If all efforts are in vain, you should share the procedures with the tourist and assist him/ her to obtain a new passport.
导游英语
Task 2 Personal Property Loss
Dialogue 1 Dealing with Loss and Theft
Dialogue 2 Help Tourists with Lost Luggage
导游英语
Ⅰ Warming up
Read and match
导游英语
jewelry
camera
purse
watch
2. Question:
How will local guide handle the loss of luggage at the port of entry
Tips for reference:
(1) Make sure that the tourist has filled out the airline’s missing luggage form and has the name of the airline person in charge and his/her contacting telephone number.
(2) Inform the tourist that you will keep in contact with the airline while he/she is in your city.
(3) Help the tourist get things that are needed before the luggage is located (such as small items of daily necessities).
(4) If the missing luggage fails to show up before the group leaves your city, inform the travel company or the next stop to trace the luggage.
导游英语
Vocabulary
purse [p s] n. (女士)手提袋
Euro [ j r ] n. 欧元（欧盟的统一货币单位）
remind [r ma nd] vt. 提醒
driver’s license 驾驶证
导游英语
Vocabulary
experienced [ k sp ri nst] adj. 老练的，熟练的；富有经验的
lost-and-found office 失物招领处
claim the luggage领取行李
specify [ spes fa ] vt. 详细说明
impatiently [ m pe ntli] adv. 不耐烦地
exterior characteristic 外部特征
further contact进步联系
submit receipt 提交收据
clerk [klɑ k] n. 职员
reimbursement [ ri m b sm nt] n. 赔偿
lodge a claim 提出索赔
keep in touch保持联系
导游英语
Ⅲ Exercises
Match the following Chinese with the correct English versions.
(1) 提交收据 a. claim the luggage
(2) 领取行李 b. exterior characteristic
(3) 保持联系 c. further contact
(4) 外部特征 d. submit receipt
(5) 进一步联系 e. lodge a claim
(6) 提出索赔 f. keep in touch
导游英语
2.Translate the following Chinese into English.
(1)我建议你向警方报案。
(2)别忘了联系你的信用卡公司，并尽快取消你的信用卡。
(3)你应该带他们去失物招领处登记遗失的行李。
(4)他们手上的登机牌和行李牌可以说明行李的数量和外部特征。
(5)你应该记下航空公司和机场失物招领处的地址和电话号码，以便随时取得联系。
导游英语
Answers:
I suggest you report your loss to the police.
Don’t forget to contact your credit card companies and cancel your cards as soon as possible.
You should take them to the lost-and-found office to register the lost luggage.
With their boarding pass and luggage tags in hand, they could specify the number of luggage and exterior characteristics.
you should write down the address and phone number of the airline office and those of the lost-and-found office at the airport so that you can keep in touch with them wherever you travel.
导游英语
导游英语
3.Fill in the blanks with appropriate words and expressions.
A: I don’t remember where I left it.
B: What’s inside the bag
A: Well. I had my digital camera, passport, wallet and a Rome guidebook.
B: What does the bag look like
A: It is big, black bag with my nametag on it. Please contact me at this number if you find it.
B: Ok. No problem.
A: When can I expect to hear from you
B: if the bag is found, I will call as soon as possible.
A: Thank you. I await your call.
Question 1:
How to handle the loss of personal belongings
导游英语
Answers:
(1) Find out the details of the case. If the loss is confirmed, report the case to the local travel agency and the local police station.
(2) Upon the request of the tourist, the local travel agency can produce a written statement with the signature of the local guide as a witness.
(3) Write down the tourist’s address for further contact.
导游英语
Task 3 Dealing with Sudden Illnesses
Dialogue 1 Accompany Tourist to See a Doctor
Dialogue 2 How to Deal with Different Disease
导游英语
Ⅰ Warming up
Read and match
导游英语
aspirin
ointment
bandage
capsule
2. Question:
How to help sick tourists properly during the travel
Tips for reference:
(1) Show concern for a tourist’s health and offering help.
(2) Lead the patient to see a doctor.
(3) Visit the patient properly.
导游英语
导游英语
Vocabulary
stomachache [ st m ke k] n. 腹痛，肚子痛；胃痛
pull through 渡过难关；恢复健康
worsening [ w s n ] adj. 日益恶化的
loose bowels [lu s ba lz] 腹泻
stool test 粪便检查
slip [sl p] n. 纸片
acute [ kju t] adj. 急性的；
gastroenteritis [ ɡ str ent ra t s] n. 肠胃炎
导游英语
Vocabulary
fractured [ fr kt d] adj. 折断的
blood vessel 血管
tourniquet [ t n ke ] n. 止血带
bind [ba nd] v. 绑
bandage [ b nd d ] n. 绷带 vt. 用绷带包扎绷带
rinse [r ns] vt. 冲洗
warp it up 包起来
splint [spl nt] n. 夹板
fix the joint固定关节
sunstroke [ s nstr k] n. 中暑
excessive sweating 出汗过多
thirst [θ st] n. 口渴
dizziness [ d zin s] n.倦怠
ringing in the ears 耳鸣
nausea [ n zi ] n.恶心
vomit [ v m t] v. 呕吐
breezy [ bri zi] adj. 通风好的
unbutton [ n b tn] vt. 解开（扣子）
unfasten [ n fɑ sn] vt. 松开
Ⅲ Exercises
Match the following Chinese with the correct English versions.
(1) 腹泻 a. stomachache
(2) 心脏病 b. loose bowels
(3) 骨折 c. heart attack
(4) 中暑 d. fracture
(5) 腹痛，胃痛 e. sunstroke
导游英语
2.Translate the following Chinese into English.
我胃痛得厉害，还拉肚子。
你这种症状持续多久了
你不是医生,不能给他吃你自己的药。
你应该叫救护车尽快把病人送到附近的医院。
包扎之前，你应该先清洗伤口，然后轻轻地把伤处包起来，在伤口以外的位置打结。
你应该带他到凉爽通风的地方休息，解开他的衣领和腰带。
导游英语
Answers
I have a terrible stomachache and loose bowels.
How long have you suffered from this
You mustn’t give him your own medicine because you are not a doctor.
you should call for an ambulance and take the patient to a nearby hospital as soon as possible.
Before binding, you should rinse the wound first, then warp it up gently and tie the knot away from the wound.
you should help him to rest in a cool and breezy place, unbutton his collar and unfasten his belt.
导游英语
导游英语
3.Fill in the blanks with appropriate words and expressions.
A: Good afternoon. What seems to be the problem, Mr. Liang
B: Afternoon, doctor. I’m not feeling well at all. I have a headache and sore throat. Besides, I’ve been coughing a lot.
A: How long have you had these symptoms
B: Since last weekend, about 4 days already.
A: Let me check your temperature. 38.5℃. That’s a bit high. So you have a fever too.
B: What do you think it is
A: Not sure yet. Do you have a stuffy nose
B: No, but my nose runs a lot.
导游英语
3.Fill in the blanks with appropriate words and expressions. (continued)
A: I see. It looks like you have the flu. I will write you a prescription. Are you allergic to anything
B: I don’t think so. Does the drug have any side effects
A: You will feel a bit sleepy for a few hours after you take the medicine, which is fine, because what you need now is sleep.
B: OK. How do 1 take the medicine
A: Don’t worry. Just take the prescription to the pharmacy. The pharmacist will give you further instructions on that.
B: Thanks a lot.
A: Not at all. Have a good rest for a few days, and drink lots of liquids. I’m sure you’ll be feeling a lot better soon.
Question 1:
How will you deal with someone who is seriously ill
导游英语
Answers:
(1) Never offer medicine to tourist.
(2) If the patient agrees, send him/her to the hospital immediately.
(3) Report the case to the office. Make sure that the patient is well cared for in the hospital.
(4) If an operation is needed, you must contact the tour leader to get the approval of his/her direct relatives upon the request of the hospital.
(5) If the tourist has to leave the group and cancel the rest of the trip, all questions concerning travel insurance claims and the possibility of a refund for the unused portions of the trip should be directed to his/her travel agent.
(6) After the group leaves, you should still offer assistance to the patient and make sure that he/she leaves the city safe and sound.
导游英语
Task 4 Tourists Missing
Dialogue 1 When Tourists are Lost
Dialogue 2 Handling with the Lost Tourists
导游英语
Ⅰ Warming up
Read and match
导游英语
scenic spots signs
navigation map
guide map
Tourist Service Center
导游英语
2. Question:
What should the local guide do in order to prevent tourists from getting lost
Tips for reference:
(1) Before they start their journey, tell them about the itinerary of the day, including the places of sightseeing and the places of meeting.
(2) Ask them to remember the bus number, the parking place and the departure time each time when arriving at a tourist spot,
(3) During the journey, count them from time to time.
(4) During the time for free sightseeing or shopping, remind the tourists not to go too far and the time of departure.
(5) Tell the tourists your phone number and take down their phone numbers in case they get lost.
导游英语
Vocabulary
side entrance 侧门
back entrance 后门
splendid [ splend d] adj. 极好的；
catch up with 赶上
mind your step 走路当心
Vocabulary
blame [ble m] vt.责备
remind [r ma nd] vt.提醒
graciously [ ɡre sli] adv. 和蔼地
criticize [ kr t sa z] vt. 批评
prevent [pr vent] vt. 防止
place of meeting 集合地点
extremely [ k stri mli] adv. 非常，极其
individual sightseeing 单独观光
导游英语
Ⅲ Exercises
1. Match the following Chinese with the correct English versions.
(1) 集合地点 a. catch up with
(2) 赶上 b. mind your step
(3) 走路当心 c. blame
(4) 责备 d. remind
(5) 提醒 e. criticize
(6) 批评 f. prevent
(7) 防止 g. place of meeting
导游英语
2. Translate the following Chinese into English.
(1)坐在我前面的老夫妻黄先生和黄太太不在。
(2)你去侧门，然后叫几个游客跟我一起去后门吗
(3)老人又高又瘦，穿着黑色的夹克和棕色的裤子，老太太又矮又胖，穿着黄色的衬衫和浅蓝色的裙子。
(4)我们沉浸在其中，没能赶上那群人。
(5)你应该沿着来的路线寻找丢失的游客。
(6)你应该委婉地提醒他们下次不要单独出行。
(7)每到达一个旅游景点, 你应该让他们记住车牌号、停车的地方和发车时间。
导游英语
Answers
(1) Mr. and Mrs. Huang, the elderly couple sitting in front me, are not here.
(2) Would you please go to the side entrance and ask some tourists to go with me to the back entrance
(3) The old man is tall and thin, wearing black jacket and brown trousers, and the old lady is short and fat, wearing yellow blouse and light blue skirt.
(4) We were lost in it and failed to catch up with the group.
(5) You should look for the missing tourists along the route.
(6) You should remind them not to travel alone again graciously.
(7) Each time when you arrive at a tourist spot, you should ask them to remember the bus number, the parking place and the departure time.
导游英语
3. Fill in the blanks with appropriate words and expressions.
A: Excuse me, sir. Could you do me a favor
B: Sure. What’s the problem
A: I came here with my group. But 1 can’t find them now. They have left without my notice while I was taking pictures.
B: How long have you been here
A: I’m not sure. perhaps one and a half hours.
B: In that case. your group maybe has left for their bus. Do you know the name of your local guide I’m quite familiar with many of them.
A: Yes. Frank is our local guide.
B: Frank just went by here a couple of minutes ago in the direction to the parking lot. He can’t go fast with his group. I’m sure you can catch up with him soon.
A: Thank you ever so much, sir. I’m afraid I must be going now.
导游英语
Question 1:
If the tourists get lost at the tourist spot, what should the local guide do
导游英语
Answers:
Make sure when and where other tourists saw them last time, and then try to look for them.
First, you should make sure when and where other guests saw them last time, and then try to look for them.
Ask other tourists to take a rest on the bus and the bus driver will take care of them. Look for the missing tourists along the route.
Report to the local police station and ask for help if fail to find them
Make an apology if you are to blame After the tourists are found.
Remind them not to travel alone again graciously. Don’t criticize them if the tourists are to blame.
Task 5 Dealing with Emergencies En Route
Dialogue 1 Dealing with A Traffic Accident
Dialogue 2 When There Is Fire Alarm
导游英语
Ⅰ Warming up
Read and match
导游英语
No burning
Caution vehicle
No tossing
No touching
导游英语
2. Question:
In case of fire, how can a tour guide react properly
Tips for reference:
(1) Keep calm.
(2) Call 119 immediately.
(3) Notify all the tourists and tour lead.
(4) Help with the evacuation.
导游英语
Vocabulary
rescue [ reskju ] v. 营救，援救；n. 营救，解救，援救
injured [ nd d] adj. 受伤的
bleeding [ bli d ] n. 出血
bandage up 包扎
traffic police 交警
casualty [ k u lti] n. 伤亡人员
ambulance [ mbj l ns] n. 救护车
accident site事故现场
investigation [ n vest ɡe n] n. 调查
console [k n s l; k ns l] vt. 安慰
detailed description 详细的描述
sequence of event事情发生的先后顺序
feedback [ fi db k] n. 反馈
fire alarm 火警
wet towel 毛巾
electrical [ lektr kl] adj. 有关电的；
fortunately [ f t n tli] adv. 幸运地
firefighter [ fa fa t (r)] n. 消防队员
导游英语
Ⅲ Exercises
1. Match the following Chinese with the correct English versions.
(1) 救护车 a. casualty
(2) 事故现场 b. ambulance
(3) 调查 c. accident site
(4) 火警 d. investigation.
(5) 消防队员 e. fire alarm
(6) 伤亡人员 f. firefighter
导游英语
2. Translate the following Chinese into English.
(1)如果发生交通事故，首先应立即抢救受伤人员。
(2)你应该保持冷静，把客人带到离事故现场较远的安全的地方。
(3)保护事故现场对于后续调查很重要。
(4)在发生火灾时，不要使用任何电器设备。
(5)当发生火灾时，最重要的是保持冷静并迅速采取行动。
(6)不要试图自己把火扑灭。
导游英语
Answers
(1) If traffic accident happens, you should first rescue the injured immediately.
(2) You should stay calm and lead your guests to a safe distance from the accidents.
(3) It is important to protect the accident site for further investigation.
(4) Never use any electrical equipment during a fire.
(5) It is most important to be calm and act fast when there is a fire.
(6) Don’t try to put out the fire by yourself.
导游英语
3. Fill in the blanks with appropriate words and expressions.
A: Hello, this is 911. what can I do for you
B: Yes. We had a traffic accident and some of us were badly injured.
A: Where are you
B: We are on the Zhongshan Road.
A: Stay where you are. The police will arrive soon.
(After the police come)
C: What happened here
B: We had a traffic accident. A car hit our car from behind and ran away.
C: Did you stop at a red light
导游英语
3. Fill in the blanks with appropriate words and expressions. (continued)
B: Yes. I’m pretty sure that I did not break any law.
C: I see. Did you see the car’s plate
B: I’m sorry. I was in too much shock. But I think it was a white BMW.
C: May I see your driver’s license
B: Sure. Here you are. I’m a tourist from America.
C: Good. Is anyone injured
B: I’m OK, but my friend broke his arm.
C: We’ll call an ambulance right now.
导游英语
Question 1:
What should a local guide do in case of a traffic accident
导游英语
Answers:
(1) The guide should rescue the injured immediately. He should keep calm and evacuate the tourists to a safe distance from the accident.
(2) The guide should help stop the bleeding of the injured, bandage up the wounded and send the badly wounded to the nearest hospital.
(3) The guide should report to the traffic police and the travel agency as soon as possible. In the case of heavy casualties, the guide should call for an ambulance immediately and report to the traffic police for help and rescue.
(4) The guide is supposed to protect the accident site for the police investigation.
(5) The guide should placate the tourists and, if possible, continue the travel schedule as planned.
(6) The guide should submit a written report to the travel agency which gives a detailed account of the accident, including: the cause of accident; the sequence of events, the process of handling the accident, the tourists’ feedback and the account of those responsible for the accident.
Thank you

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