资源简介

(共29张PPT)
Dealing with Complaints and Emergencies
Unit 8
Presentation
Unit Objectives
Background Knowledge
Listening
目 录
Speaking
Master the basic words and expressions about different types of check-in;
Understand how to deal with complaints in an appropriate way;
Be able to know the common problems tourists will usually complain about;
Be ready to reply properly to a perspective tourist complaint.
Unit Objectives
North America
South America
Europe
Asia
Africa
Australia
伊朗 Iran
伊朗 Iran
波斯波利斯
Borobudur Temple Compounds
This famous Buddhist temple, dating from the 8th and 9th centuries, is located in central Java.
It was built in three tiers: a pyramidal base with five concentric square terraces, the trunk of a cone with three circular platforms and, at the top, a monumental stupa.
The walls and balustrades are decorated with fine low reliefs, covering a total surface area of 2,500 m2.
Background Knowledge
Agencies always try to link up with reliable carriers and hotels that have good reputations for giving the best service.
However, unexpected circumstances do arise, in spite of precautions, especially at peak periods or during unfavorable weather.
No one enjoys complaining, for it seldom brings positive feelings to oneself, especially when one is traveling.
Background Knowledge
Tour directors often observe that a few people undergo a personality change when taken out of their own environment, and they behave as they never would when at home.
Others become emotionally upset when confronted with problems. For example, they cannot cope with a canceled or delayed flight.
They loudly proclaim their woes if a bag is lost or damaged.
Background Knowledge
They write lengthy letters to the agency criticizing them for rating a hotel “first class”, since, in their opinion, it does not measure up to the standard of the best hotels in their own country.
They berate the agent for sending them on sightseeing buses that are not like those advertised in brochures. They reject native dishes and drinks.
They complain about the service of a local guide simply because he or she is not familiar with the route.
Background Knowledge
When dealing with complaints, tour guides are supposed to listen carefully and not to make any comments.
Then they should go all out to remove the complaints quickly, either by making polite, patient, and detailed explanations, or by making swift, effective corrections and remedies, or reporting the complaints to a superior.
In the meantime, tour guides must keep guests informed of the measure or actions that they are going to take.
Background Knowledge
In case of emergencies, tour guides must be equipped with basic knowledge of crime prevention and safety procedures, thus diminishing guests’ chances of having misfortunes on the way.
North America
South America
Europe
Asia
Africa
Australia
China 中国
China 中国
China 中国
The Great Wall
In c. 220 B.C., under Qin Shi Huang, sections of earlier fortifications were joined together to form a united defence system against invasions from the north. Construction continued up to the Ming dynasty (1368–1644), when the Great Wall became the world's largest military structure. Its historic and strategic importance is matched only by its architectural significance.
Imperial Palaces of the Ming and Qing Dynasties
Jiuzhaigou Valley Scenic and Historical Interest Area
The sacred Mount Tai ('shan' means 'mountain') was the object of an imperial cult for nearly 2,000 years, and the artistic masterpieces found there are in perfect harmony with the natural landscape. It has always been a source of inspiration for Chinese artists and scholars and symbolizes ancient Chinese civilizations and beliefs.
Mount Tai 泰山
Mount Tai 泰山
Listening - dialogue
New words and expressions
4
1. clog
2. pillow
3. short-staffed
堵塞
枕头
人手短缺的
Listening - passage
New words and expressions
4
1. emission
2. discharge
3. vicinity
4.distribute…over…
5. underestimated
6. deter
7. sewage
发出，发射，排出物
流出，排出
邻近，附近
把…散布于
低估的
使不敢，阻拦
下水道，污水
Listening - passage
New words and expressions
4
8. static
9. Gibraltar
10. aesthetic
11. blight 12. intrude
13. irreparably
静止的，静态的
直布罗陀
美学的，审美的
破坏，使枯萎
（与on连用）强迫接受，强使
不能挽回地，不能恢复地
North America
South America
Europe
Asia
Africa
Australia
China 中国
China 中国
Sichuan Giant Panda Sanctuaries - Wolong, Mt Siguniang and Jiajin Mountains
Sichuan Giant Panda Sanctuaries, home to more than 30% of the world's pandas which are classed as highly endangered, covers 924,500 ha with seven nature reserves and nine scenic parks in the Qionglai and Jiajin Mountains.
The sanctuaries constitute the largest remaining contiguous habitat of the giant panda, a relict from the paleo-tropic forests of the Tertiary Era. It is also the species' most important site for captive breeding.
The sanctuaries are home to other globally endangered animals such as the red panda, the snow leopard and clouded leopard. They are among the botanically richest sites of any region in the world outside the tropical rainforests, with between 5,000 and 6,000 species of flora in over 1,000 genera.
Speaking
New words and expressions
5
1. inclement
2. screw up
3. shuttle van
4. pick sb. up
5. courtesy van 6. gripe
（天气）险恶的
（俚）搞糟，破坏
机场内接送巴士
接送人
旅游大巴
抱怨，发牢骚
现代教育技术团队
中山大学教育学院
现代教育技术系
E-Mail：yangyi_jiaoji@
Blog: http://q.blog..cn/sysuet/
*
Thank you！

展开更多......

收起↑