资源简介

(共41张PPT)
Chapter Eight
Emergency Handling
In this chapter, you will learn:
how to deal with the emergencies happening at the hotel;
how to deal with the emergencies during the sightseeing;
how to deal with the emergencies happening on the way of tour;
how to write letters of Lost and Found / Notice.
Part one —— Open Your Toolkit
Situation I ——Helping with Lost Baggage
Situation II ——Helping a Sick Tourist
Situation I —— Background Information
What ought a tour guide to do in case of checked baggage losses during the trip in China
If the tourist’s baggage gets lost within China’s territory, the tour guide should find out clues that may help for it recovery.
1. The porter in the hotel may have placed the baggage on the wrong floor or in the wrong room. The baggage may have been confused with those of another tour group. Once you realize a piece is lost, it is necessary to look for the baggage immediately, and the lost baggage, when found, should be sent to the tourist’s room;
Situation I —— Background Information
2. If the baggage is lost on the way to or from the airport, the tour guide should contact the travel service for assistance. It’s the duty of the baggage sections of both the hotel and the travel service to look for the lost baggage; when found, the baggage should be handed to the tourist promptly.
3. Try to console the tourist who has lost the baggage and help him or her ease the difficulties caused by the loss;
Situation I —— Background Information
4. If the baggage eventually cannot be found, the manager of the travel service (if necessary), and the tour guide should explain to the tourist what may have happened, offer apologies and help him or her to claim for compensation in accordance with the international practice.
Of course, it’s most important to ensure the safety of baggage. The tour guide must pay attention to the handling and checking of the baggage each time to avoid any losses.
Situation I
Scene: Peter has just arrived at the hotel. But he couldn't find one of his bags when he was showed to his room. He is very anxious because his passport, ID card and some other important things are all in the bag, so he is asking the tour guide for help.
G: the Guide P: the Customer
G: Hi, Peter. You look anxious. What happened
P: I’m sorry to disturb you now, but I can’t find my baggage. It is very important to me. My passport and ID card are all in it.
Situation I
G: Calm down, please, Peter. I will help you. Let me think…There are altogether 16 pieces of baggage in our tour group. And the number was still 16 when I checked them after we arrived at the hotel. So, it couldn’t have been lost in the airport or on the way to the hotel. Is that right
P: But why hasn’t it been sent to my room
G: I’m guessing that your baggage may have been put in the wrong place. You know, sometimes this happens because of the porter’s carelessness or the loss of the name tag.
P: So what should I do now
G: Don’t worry. I will call the Lost and Found Desk immediately. Could you describe some features of your baggage
Situation I
P: Sure. It’s a medium-sized, black suitcase with my name tag attached.5
G: OK. I see. I will ask the porter to find it and send it to your room as soon as possible.
P: OK. But do not keep me waiting too long. Thank you very much.
G: My pleasure.
(Fifteen minutes later, the tour guide is knocking at the door.)
P: (Opening the door) Oh, my suitcase. Thank you.
G: I found it on the other floor. Please check it. By the way, you’d better have your passport and ID card with you while traveling.6
P: Oh, I will. Thanks again.
Situation I —— Vocabulary
anxious a. 忧虑的，焦虑的，不安的
disturb vt. 打扰，干扰；使…心烦, 烦恼
calm down 使…安静
altogether adv. 总共；完全地
check vt. 检查，查看
porter n. (车站、机场等的)搬运员，脚夫
carelessness n. 粗心，疏忽
loss n. 丢失，遗失
tag n. 标签
feature n. 特征，特色；容貌，相貌
medium-sized adj. 中等大小的，中号的
attached adj. 附加的
Situation I —— Notes
I’m sorry to disturb you now, but I can’t find my baggage.
很抱歉打扰你，我找不到行李了。
…it couldn’t have been lost in the airport or on the way to the hotel.
行李不可能遗失在机场或是来酒店的路上。
Lost and Found Desk 失物招领处
Could you describe some features of your baggage
请描述一下你的行李的外观特点。
It’s a medium-sized, black suitcase with my name tag attached.
一个中等大小黑色的行李箱，上面有我的姓名标签。
…you’d better have your passport and ID card with you while traveling.
旅行时，请你随身携带护照和身份证。
Situation I —— Notes
Situation II —— Background Information
What should a tour guide do when a tourist is seriously ill
1. The tourist should be made as comfortable as possible if he becomes ill during sightseeing. If he has medicine with him, he can take it himself or ask his relatives or friends for help. If necessary, the tour guide may call for an ambulance or hail a taxi or any car to take him to the nearest hospital. The sick should be accompanied by his relatives, the tour escort or another tourist assigned by the tour escort;
Situation II —— Background Information
2. If the tourist gets sick in the hotel, the tour guide should notify the relevant department in the hotel for immediate treatment, or the sick tourist should be sent to a hospital;
3. While the sick tourist is being taken to a hospital, the tour guide should ask the travel service promptly for help. During emergency treatment, the relatives or the tour escort or other tourists should be on the scene. In case a surgery is needed, such an operation should be approved by his traveling partner or emergency contact person. They should sign for the surgery.
Situation II —— Background Information
4. If the sick tourist is in critical condition and is traveling alone, the tour guide should ask the tour escort to contact his embassy or consulate. They will also have to notify his family, relatives or emergency contact person, asking them to come to China immediately. If his relatives cannot be found, follow the written advice of the embassy or consulate;
Situation II —— Background Information
5. If the sick tourist turns for the better, but still needs to be hospitalized and is unable to attend any activities, the tour guide should go to hospital to visit him and help handle his visa matters such as changing the group visa to and individual one or help get an extended visa. The tour guide should also help with the formalities for being discharged from hospital, and arrange for a return flight ticket;
6. All the expenses are to be covered by the tourist.
Situation II
Scene: The weather has been changing quickly these days. It is a little bit cold now. Laura has spent all day visiting the Summer Palace and the Forbidden City. She feels unwell now. Her tour guide notices that and is talking with her.
G: the Guide L: the Tourist
G: Hi, Laura, you look so pale.1 What’s wrong
L: I think I’m coming down with something. I’ve got a terrible headache and a bad cough.
Situation II
G: How long has this been going on
L: Just today. I also have a runny nose and a sore throat.
G: You must have caught a cold, since the weather is changing so quickly these days. You’d better wear warmer clothes.
L: Maybe. I feel a little tired, too.
G: Because you’ve spend the whole day sightseeing. I think you need a sound sleep.
L: You are probably right. Thank you.
G: There is a hospital near. I think you should see a doctor. I can go with you to the hospital.
L: Can I try traditional Chinese medicine there It sounds so amazing, and it’s famous all over the world.
Situation II
G: Yes. You can try it if you like, and the hospital offers Western medicine, too.
L: I want to try traditional Chinese medicine. Do you think I can continue my tour I want to visit the Great Wall tomorrow.
G: If I were you, I would stay in bed for a few days.
L: What lousy luck!
G: It’s OK. A good rest will help you get better soon. OK, let’s go to see the doctor.
Situation II —— Vocabulary
pale adj. 苍白的；灰白的
come down with 染上
cough n. 咳嗽
runny nose 流鼻涕
sore throat 喉咙痛
sound adj. 深沉的；平静的（睡眠）
amazing adj. 令人惊奇的
Western medicine 西药
lousy adj. 劣质的，很糟的
Situation II —— Notes
…you look so pale.
你看起来脸色不好。
How long has this been going on
这些症状持续多久了？
If I were you, I would stay in bed for a few days.
如果我是你，我就卧床休息几天。
Part Two — Practice the Following
Listening Practice
Role play
Matching
Reading Practice
Translation
Writing
Listening Practice
Listen to the dialogue carefully and give brief answers to the following questions:
Where did Mr. and Mrs. Wilson go for their summer holiday
How did they feel about the tour
What did Mr. Wilson decide to do when they returned home
What is Happytours
What did Mr. Wilson complain about in his letter
What will the Wilsons do in the future
Role-play
You are the local guide accompanying Happy Tour Group. Mr. Tomas, a visitor from Australia, has spent 2 days in China. He is very interested in Chinese Culture and is enjoying learning more about China. Now he is not satisfied with the itinerary and is complaining about shopping time. He is talking to you, asking if it is possible to change the itinerary a little bit.
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Matching----
Match the following currencies with their names.
A. Korean Won
B. Malaysian Dollar
C. Thai Baht (Thai Tical)
D. Saudi Arabian Riyal
E. Euro
F. Brazil Reais
G. Argentina, Pesos
H. Australian Dollar
I. Indian Rupee
J. Japanese Yen
Practical Reading
Skills for Handling Problems:
Listening
Apologizing
Sorting out the problem
Agreeing
Practical Reading
Read the passage carefully and answer the following questions to check your understanding.
What are the tour guide’s responsibilities during the trip
Which is the most difficult task for the tour guide
What is the first step to handle the problems Why
Is apology necessary for any kind of problems that the tour guide encounters Why
How to comfort the tourist who is angry
Translation
A. Translate the following sentences into English
1、听到这件事，我感到很抱歉。我立即去调查此事。
2、实在对不起, 我们下次一定会做得更好。
3、对不起, 我们马上采取措施， 请不要着急。
4、很抱歉给你带来了这么多的麻烦和不便，我会尽快帮你解决问题的。
5、我们很理解你此时的心情并且会尽力帮你的。
B. Translate the following into Chinese
With regard to the positive and negative effects of complaints, it is advisable to conduct investigation into complaints and in due course come up with solutions to the problems in question. Undoubtedly, it presents a gloomy picture of the work and attitudes of some tourism staff. It is due to a lack of motivation, knowledge, sincerity, enthusiasm, and efficiency. To cope with these problems, the management of an organization should take great interest in the skills and attitudes of its employees.
Writing: Notice
Notices are written to reach a group of people they inform people about changes of plans, give instructions of issue warnings. The tone of notices is usually rather formal and impersonal.
A notice is topped by a clear heading, followed by the main body which falls into short paragraphs. Information must be presented in a clear, concise way. The name and position of the person who writes it must appear in a notice, and the date when it is written is given at the bottom.
Part three
Know Something about Social Etiquette
Gift Giving Etiquette
Gift giving is considered an important way of
showing courtesy.
It is appropriate to give gifts on occasions
like festivals, birthdays, weddings,
or when visiting patients.
Supplements

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