英语导游证考试之导游紧急事件处理.doc
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英语导游证考试之导游紧急事件处理.doc
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1.Atourguidereceivedthe“noticeofreceptionprogrammechange”suddenly,heimmediatelywenttothestationtomeetatourgroup,whenhearrivedatthestation,andtheguestshadbeenwaitingthereforalongtime.Beingtreatedlikethat,thetouristsfeltveryunhappy,whatshouldthetourguidedo?
(1)Apologizetotheleader,nationalguideandtheguestsintime
(2)Tellthetruthhonestly;expressyourwilltodotheguidingworkwell
(3)Takesomemakeupmeasures,usingyourrealactivitiestowintheunderstandings
(4)Ifnecessary,takeintoconsiderationgivingsomematerialthingsasthecompensation
2.Alocaltourguidewasreadytomeetatouristgroupbyplan,suddenlyhereceivedthecallfromthenationalguide,andthisgrouphadbeenpostponedtoarrivebeforedinnerthenextday.Whatshouldthelocalguidedo/
(1)First,thelocalguideshouldinformthehoteltocanceltheaccommodation
(2)Makereservationsandarrangementsoftheaccommodationandtrafficthenextday
(3)Drawupanewitinerary,keepthemajorpartofthetripasmuchaspossible
(4)Ifthedifficultiesdoexist,focusonthemosttypicalandcharacteristictouristattractions
3.Atourguidemetanunaccompaniedoutboundtouristgroup,notuntilcheckintimedidhefindthegroupwasnotthegrouphesupposedtomeet,whatshouldthetourguidedothen?
(1)Makeclearwhythemistakeshappened,findoutwheretheothersimilargrouphadgoneaswellasthereceptionunit,toliaisewiththemandreporttothesuperior
(2)Ifthetwogroupsbelongtothesametravelagency,thelocalguidedon’tneedthetroubletoexchangethegroups
(3)Ifthetwogroupsbelongtothedifferenttravelagency,thelocalguideshouldtryeverymeanstoexchangethegroupsassoonaspossible
(4)Explaintotheguestshonestlyandapologizesincerely
4.IfatouristloseshisluggageonhiswaytoChina,whatshouldthetourguidedo?
(1)Leadtheownertothelostandfounddepartmenttogothroughthelostandclaimformalities
(2)Beforetheluggageisfound,assistthegueststobuysomenecessities
(3)Nothavingtheluggagefoundbeforedeparture,thetourguideshouldhelptheownerinformtherelateddepartmentoftheairlinecompanyaboutthenameofthetravelservice,theitinerary,thenameandphonenumberofthehotelsinthenextseveraldestinations
(4)Iftheluggageismissing,theownercouldaskforcompensationfromtheairlinecompany
5.Listseveralreasonswhythetouristsmaybelost
(1)Thetourguidedoesnotmakethelocationofparkingandtheitinerarycleartothetourists
(2)Thetouristmaybesoattractedbysomescenicspotthatheforgetstoleave
(3)Thetouristsmayforgettheaddressandroutewhengooutforfreeactivitiesorshopping.
6.WhenthenationalguideXiaoliwasconductingatourgroupvisitingwuyishanmountain,anoldguestlost,carefullycheckedagain,Xiaoliaskedseveralfriendsofthetouristwherehehadbeengoing,butnooneknew.IfyouareXiaoli,howwouldyoudealwiththissituation?
(1)Findoutthecause,lookfortheguestimmediately,generallyspeaking,thenationalguideandtheleaderstartsearchingrespectively,whilethelocalguidekeeponguidingtheresttourists
(2)Askforhelpfromthelocalpolicestationandadministrativedepartment
(3)Makecontactwiththehotel;inquireaboutwhetherthetouristhasbeenbacktothehotel
(4)Reporttothetravelagency
(5)Dealwithproblemsordifficultiesarisingfromtheaccident
(6)Writeouttheaccidentreport
7.inthepeakseason,duetotheshortsupplyoftickets,thetravelagencyhastoarrangeatourgrouptoleaveinadvancetakingtheextrasectionflight,inthatcase,howcouldthetourguideseekunderstandingsoftheguests
(1)Firstly,askforthecoordinationofthenationalguideandtheleader;explainthereasonsandnecessities,winningtheirunderstandingsandsupports
(2)Layemphasisonpersuadingthekeyperson;minimizethebadeffectstotheleastdegree
(3)Tellthetruthaswellasthecorrespondingmakeupmeasurestothetourgroup,lettheguestsacceptthefactpsychologically
(4)Makefulluseofthelimitedtimetoarrangethemajorvisitingprogrammewithinplan,andthenreportthechangestotheorganizationtravelagencyandthereceptiontravelagency
(5)Withthepermitofthesuperior,thetourguidecanpresentsupplementaldishesorarrangeentertainmentactivitiesfortheguests,somesmallgiftsarealsoagoodchoiceforapology
8.Duetothefailuretogetthebookedberthtickets,atourgrouphastobedeferredtoleavethenextday,inthatcase,howthetourguidecouldhandlewellwiththissituation
(1)Afterthediscussionandagreementofthenationalguide,thelocalguideandtheleader,theyshouldtellthetruthstothewholegroupsincerelyapologizeandwintheunderstandings
(2)Persuadetheguestsrespectively
(3)Makegoodarrangementsofthevisitingactivities,prolongthevisitingtimeappropriately,addsomenewvisitingprograms,butshouldavoidmakingthetouristsfeelprocrastinated
(4)Reporttotheorganizationtravelagency,andtheninformthereceptionparttomakesomeadjustmenttothecorrespondingreceptionplan
9.Ifthescheduleplightisdelayed,whatshouldthetourguidedo?
(1)Firstly,checkitagaininperson;makeclearthereasonsandthedefinitedeparturetime
(2)Explaintotheguests,makethecorrespondingarrangements
(3)Whenitistimeformeals,contacttherestaurantimmediately
(4)Ifitdoesnotcostalotoftime,organizesomeappropriateactivitiesonthespotbytheinterestoftheguests
(5)ifitwillcostalongtime,forexample,postponetothenextday,thenyoushouldfirstaskaboutthedeparturetime,theflightnumberclearly,liaisonwiththeairlinecompanyandthedepartmentsconcernedinthetravelagency,rearrangetheaccommodationandhandoveroftheluggage,notifytherelatedtravelagenciestochangethereceptionprogramme
10.thelocalguideXiaoliwasleadingatourgrouptogulangyuislet,suddenlyatouristfaintedinthecouch,becausehehadoncegotheartdisease,hisrelativesdoubtedthatitmaybethebreakoutoftheheartdisease,howwouldyoudowiththissituationifyouwereXiao?
(1)Whenconfirmedthatitisthebreakoutofheartdisease,letthepatientlieonhisbackwithhisheadalittlehigher,askhisrelativestofetchthemedicineinreserve,thepatienttakethemedicineinordertosmooththebadcondition
(2)Calltheemergencycarimmediately,orsendthepatienttothenearesthospital
(3)Notifythetravelagencytosendsomeonetogiveassistance
(4)Whentheoperationisgoingon,therelativesofthepatientshouldberequiredtobeonthespot
(5)Thelocaltimeshouldcometothehospitalfromtimetotime,ifheisaninboundtourist,theguideshouldhelp
11.Intheprocessofvisiting,someyouthrequesttheguideorganizethemtothenearlakeorseatoswim,whatshouldthetourguidedo?
(1)Toadvisethemagainstswimminginthelakeorseapatiently
(2)Iftheydowanttoswim,thetourguidecouldorganizethemtoswimintheswimmingpool
(3)Thetourguideshouldpayattentiontothewholegroupinsteadofgoingswimmingwiththeminority
(4)Warnthetouriststobeawareofthesafetyforfearofbeingdrowned
12.Whenatourgroupistravelinginsomescenicsite,duetothebadroadcondition,thecoachturnsover,resulting3peoplebadlyinjured,manyslightlyinjured.Ifyouaretheguideofthisgroup,whatwouldyoudo?
(1)Organizethefirstaid,firstrescuethebadlyinjured,andthensendtheinjuredtothenearesthospital
(2)Protectthescene,reporttothepoliceimmediately,designatesomeonetoprotectthescene,notifythetrafficdepartmentassoonaspossible(tel122),thepublicsecuritydepartment(tel110),askforhelp
(3)Reporttothetravelagencyintime
(4)Smooththesentimentofthetourists
(5)Writeouttheaccidentreport
13.Howtopreventthetrafficaccidentinatour
(1)Beforedeparture,remindthedriverstocheckthevehiclecarefully,ifthereishiddendanger,changethevehicleintime
(2)Whenarrangetheitinerary,enoughroomshouldbeleft,don’turgethedrivertodrivefastorinviolationofrulesandregulationsinordertobeonschedule
(3)Whentheweather,trafficandtheroadareinbadcondition,remindthedriverstobeawareofthesafety
(5)Remindthedrivernottodrink
14.Ifafirebreaksoutafterthetourgroupchecksin,howcouldthetourguidedotoguidethetouristtorescuethemselves?
(1)Ifthebodycatchesthefire,rollonthefloor,usingsomeheavyclothestoputoutthefire
(2)Gothroughthethicksmoke,usingthemoistthingstodrapeoverthebody,coverthenoseandmouth,sticktothefloorandcrawlalongthewall
(3)Whenitisimpossibletoescape:
usethemoistclothesorcoverletsandmattressestoblockinthecrack,splashthewatertobringdownthetemperature,waitfortherescue,andswaythebrightlycoloredclothestocallfortherescueman
15.Whensomeguestisair-sickorcar-sick,howtodealwithit?
(1)Lethimfastenthetrousersbelltopreventtheshakingofthevisceraandaggravationofthedisease
(2)Askthegueststoofferhimsomemedicinetopreventtheairsick,thetourguideshouldnotprovidethemedicine
(3)whenthesituationturnsbetter,telltheguestshouldnotdrinkoreatalotbeforedeparture,havesomeair-sickpreventionpillsathand
(4)Discusswiththeleader,inthefollowingdays,letthepatientsitinthefrontormiddleofthecoach
16、anoldmanfeelsextremelyuncomfortableduringtraveling,hiswifeaskstheguidetoofferhelp,whatshouldthetourguidedo?
(1)Withthepermissionofth
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