广东英文导游之特殊问题的处理方法.docx
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广东英文导游之特殊问题的处理方法.docx
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广东英文导游之特殊问题的处理方法
QUESTIONSANDANSWERSONWAYSOFSOLVINGSPECIALPROBLEMS
(特殊问题的处理方法)
1.Whatshouldthetourguidesdowhentheydiscoveredthatanoldmanismissingwhilethegroupissightseeing观光inatouristresort度假胜地?
(1)
(1)Inthiscase,thetourguidesshouldfirsttrytofindoutwhenandwherehewasmissingandthenthenationalguideandthetourescortshouldlookforhimseparately,whiletherestofthegroupshouldfollowthelocalguidetoproceedwith继续thetour.
(2)Iftheyfailedtofindhim,theyshouldapplytothenearbypolicestationandthemanagementofthetouristresortforhelp.
(3)Inthemeantime,theyshouldcallupthehoteltofindoutifthemanhasbeenbackthere.
(4)Ifnot,theyshouldphonetoreportthecasetothelocaltravelserviceand…
(5)(They)shouldbepreparedtodealwithpossibleproblemsarising发生fromtheevent.
(6)Finally,theyshouldwriteoutareportontheevent.
2.Whatshouldthetourguidedoifsomeoneinthegroupissuspectedofsufferingfromaninfectiousdisease传染病?
(2)
(1)Inthiscase,thetourguidemustfirsttrytofindoutthedetailsofthepatient’scondition.
(2)Andthen,heshouldreportthecasetothelocaltravelserviceandthentothequarantineandepidemicpreventiondepartments.
(3)Iftheyconsideritnecessarytodoepidemiologicalexamination做流行病检查,thetourguideshouldtalkover商量thematterwiththetourleaderandpersuadethepatienttohavehishealthcheckedandhisbloodserumtested血清测试.
(4)Ifthepatientisprovedtobeinfected被感染的withcontagiousdisease,传染病,hemustbeisolated隔离fortreatment治疗orothermeasureswillbetakenaccordingtotherequirementsofthedepartmentsconcerned.
(5)Ifthepatientisaforeigner,hewouldberequiredtoleavethecountryaheadofschedule.Inthiscase,thetourguidemusthelphimwiththeexitformalities退团手续.
(6)Aftertheevent,thetourguideshouldsubmit提交awrittenreporttodepartmentsconcerned,stating呈现clearthedetailsofthecaseandmeasurestaken.
3.Whatshouldthetourguidedoincaseatouristinthegroupsuddenlyhadaheartattack?
心脏病发作(3)
(1)Ifthetouristissurelysufferingfromheartattack,thetourguideshouldimmediatelyhelphimliedownonhisbackwithhisheadcushionedtoriseabit,andaskhisfamilymembertofeedhimwiththefirst-aidmedicinehehasbroughtwithhimsothathisconditionmayimprove.
(2)Then,thetourguideshouldcallanambulancetohelportakethepatienttothenearbyhospitalfortreatment.
(3)Inthemeantime,heshouldaskthelocaltravelservicetosendsomeonetohelp.
(4)Whenrescuetreatment抢救isinprocess在进行中,thelocalguideshouldaskthepatient’sfamilymembertostayinthehospital.
(5)Whilethepatientisstayinginthehospital,thelocalguideshouldoftencometovisit.Ifthepatientisamemberofaforeigngroup,heshouldhelphimwithsuchthingsasseparatinghisvisafromthegroup’scollectivevisa集体签证,goingthroughtheformalitiesforleavingthehospitalafterhisrecoveryandbookinghishome-boundtransportticketetc.
(6)Also,hemustmakegoodarrangements准备forsightseeingfortherestofthegroup.
4.Whatmustthetourguidedoif,byanychance,thetouristswererobbedwhentheywereontheir
own?
(4)
Inthiscase,thetourguidemustdothefollowingthings:
(1)Todial110immediatelytoreportthecasetothepolice,statingclearthefactsofthecase,includingwhen,whereandhowtherobberywas,thefeaturesandappearanceoftherobbers,thenamesofthetouristsandthetouristgroup,andthedistinctivemarksoftherobbedarticles.
(2)Toreportthecasetothelocaltravelservicefordirections.
(3)Topacify抚慰thetouriststoproceedwith继续thetour.
(4)Towriteoutareport,statingclearthenatureofthecase,emergencymeasurestakenandtheopinionsanddemandsofthevictims
(5)Toassist帮助departmentsconcernedtodealwithproblemsarisingfromtheevent.
5.Whatprecautionsshouldthetourguidetakewhenthegrouphasjustcheckedinatthehotelinorderthat,incaseoffire,thetouristsmayquicklyescapewiththeirlife?
(5)
Inorderthat,incaseoffire,thetouristsmayquicklyescapefromdanger,…
(1)Thetourguidemusttryandgettoknowbeforehandtherouteoffireescapeandlocationsofthefireexitandemergencystaircase.
(2)Heshouldbearinmindthefireemergencytelephonenumber(119)andkeepreadyathandtheroomnumbersofthetourescortandallothertouristsofthegroup.
6.Supposingthehotelsuddenlycaughtfireandthefiresceneis2storiesbelowthefloorwhereatouristgroupisstaying.Inthesecircumstances,howshouldthetourguideofthegroupdirectthetouriststosavethemselves?
(36)
Atthiscriticalmoment,thetourguidemustkeepcalmtomakeasoberjudgmentofthesituation.Thebasicpointoffirstimportanceisthat,incaseoffire,peoplemustnottrytoescapebytakingtheelevatorandinnocaseshouldtheyleapdownfromhighupthebuilding.
(1)Ifpeoplecaughtfireontheirclothes,theycanrollonthefloororslaptheirbodieswithheavyclothingtoputoutthefire.
(2)Whenpeoplemustpassthroughdensesmokeareas,theymustwraptheirbodiesandcovertheirmouthsandnoseswithwetclothesandcreepforwardalongthewalls.
(3)Iftheroomdoorisblockedbyfireandpeoplecannotrunaway,theymuststopupthechinksofthedoorwithsoakedclothesorbeddingsandsplashwatertolowerthetemperature.
(4)Atthesametime,theymustwavecolorfulclothesoutofthewindowtocallforhelp.
7.Whatshouldthetourguidedoif,byanychance,thetouristsarepoisonedbyfood?
(6)
Incasethetouristssufferfood-poisoning…
(1)Thetourguideshouldtellthetouriststodrinkplentyofwaterandtrytomakethemvomitsoastoeliminatethetoxinsfromtheirintestines.
(2)Then,hemusttakethemimmediatelytothehospitalforemergencytreatmentandaskthedoctorforamedicalcertificate.
(3)Inthemeantime,heshouldreportthecasetothelocaltravelservicetofixresponsibilityontherestaurant.
8.ThetouristsofagrouprequestedsometimebeforemealthattheWestern-foodmealreservedforthemshouldbechangedtoaChinese-foodmeal.Whatshouldthelocalguidedoinanswertotheirrequest?
(8)
(1)Iftheirrequest(forsubstitutionofChinesefoodforWesternfood)wasmade3hoursbeforethemeal,thelocalguideshouldapproachtherestaurantandtrytomeettheirrequirementasfaraspossible.
(2)Iftheyaskedforthechangejustbeforethemeal,thelocalguideusuallycouldrefusebutmusttellthemwhyitcouldnotbechanged.
(3)Iftheystillinsistedinmakingthechange,thelocalguidecouldsuggestthattheyorderthemealthemselvesattheirownexpense.
(4)Theirrequestforadditionaldishesandbeverage(inexcessofthesetprice)couldbegrantedprovidedtheyagreedtocovertheextracharge.
9.Thelocalguideofagroupjustgottoknow,whenhewasgoingthroughthecheck-informalitiesinthehotel,thatsomeofthedoubleroomstheyreservedforthegrouphadbeenreplacedbytriplerooms.Howwouldyousolvethisproblemifyouwerethelocalguideofthegroup?
(9)
(1)Lodgingthetouristsintripleroomsfallsshortoftherequirementsprovidedinthetourcontract,so,ifIwerethelocalguideofthegroup,Imustundertaketheresponsibilityofchangingthembacktodoublerooms.
(2)First,Iwouldtakeupthematterwiththehotelmanagementandrequestthattheyshouldtrytheirbesttospareenoughdoubleroomsforthegroup.Iftheywerenotabletohelp,Iwouldtryotherhotelsnearby.
(3)Ifallmyeffortsresultedinfailure,Imustmakeanapologytothetouriststoseektheirunderstanding,andpromisethemasuitablepaymenttomakeupthedifferencebetweenthedoubleandtripleroomssoastopersuadethemtomakedowiththetriplerooms.
(4)Forfurthercompensationandapology,Icouldorderabettermealforthemorgivethemsomesouvenirs,andIshouldtakecareofthemmoreattentivelysothattheywouldfindsatisfactioninbeingcordiallytreated.
10.Aforeigntouristrequestedthatthetourguideshouldbuysomethingforhimandhaveitshippedtohiscountry.Whatistheproperwayforthetourguidetodealwithhisrequest?
(11)
Indealingwiththiskindofrequestfromthetourists…
(1)Thetourguideshouldfirsttrytofindanexcusetorefusetactfully.
(2)Ifitishardtorefuseattheinsistentrequestsofthetourist,heshouldreportthemattertohissuperiorandaskforinstructions.
(3)Then,hemustgetenoughmoneyfromthetouristforpurchaseandshipping.Whenshipmentismade,heshouldmailtheoriginalcopiesoftheconsignmentbillandthereceiptofpurchasetothetouristwhilekeepingtheduplicatesforfuturereference.
11.Whatcanthetourguidedotopreventthetouristsgettingsick?
(12)
Toensurethatthetouristswillnotgetsick,thefollowingprecautionsarenecessary:
(1)Whenplanningthesightseeingprogramforthegroup,theageandphysicalconstitutionsofthemajorityofthegroupmembersmustbetakenintoaccountandmarginsoftimemustbeleftforrelaxationaswellasforsightseeing.
(2)Sometimes,thetourguide’sadviceagainstdrinkingtheunboiledtapwaterinthehotelroomsandbuyingfoodfromstreetpeddlersisnecessary.
(3)Inchangeableweather,thetourguideshouldoftenannounceweatherforecastsforthenextdaysothatthetouristsmaychoosetodressthemselvesaccordinglyorbringanumbrellawiththeminarainyday.Atdryseason,drinkingmorewaterandeatingmorefruitarealsoadvisable.
12.Atouristgroupscheduledtoarrivethismorningisreportedtobedelayedtilltomorrowbeforedinnerandsothe
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