英语导游证考试面试特殊问题的应变技巧Word文件下载.docx
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英语导游证考试面试特殊问题的应变技巧Word文件下载.docx
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(4)Ifnot,theyshouldphonetoreportthecasetothelocaltravelserviceand….
(5)(They)shouldbepreparedtodealwithpossibleproblemsarisingfromtheevent.
(6)Finally,theyshouldwriteoutareportontheevent.
2.Whatshouldthetourguidesdoifsomeoneinthegroupissuspectedofsufferingfromaninfectiousdisease?
(1)Inthiscase,thetourguidemustfirsttrytofindoutthedetailsofthepatient’scondition.
(2)Andthen,heshouldreportthecasetothelocaltravelserviceandthentothequarantineandepidemicpreventiondepartments.
(3)Iftheyconsideritnecessarytodoepidemiologicalexamination,thetourguideshouldtalkoverthematterwiththetourleaderandpersuadethepatienttohavehishealthcheckedandhisbloodserumtested.
(4)Ifthepatientisprovedtobeinfectedwithcontagiousdisease,hemustbeisolatedfortreatmentorothermeasureswillbetakenaccordingtotherequirementsofthedepartmentsconcerned.
(5)Ifthepatientisaforeigner,hewouldberequiredtoleavethecountryaheadofschedule.Inthiscase,thetourguidesmusthelphimwiththeexitformalities.
(6)Aftertheevent,thetourguideshouldsubmitawrittenreporttodepartmentsconcerned,statingclearthedetailsofthecaseandmeasurestaken.
3.Whatshouldthetourguidesdoincaseatouristinthegroupsuddenlyhadaheartattack?
(1)Ifthetouristissurelysufferingfromheartattack,thetourguideshouldimmediatelyhelphimliedownonhisheadcushionedtoriseabit,andaskhisfamilymembertofeedhimwithfirst-aidmedicinehehasbroughtwithhimsothathisconditionmayimprove.
(2)Then,thetourguideshouldcallanambulancetohelportakethepatienttothenearbyhospitalfortreatment.
(3)Inthemeantime,heshouldaskthelocaltravelservicetosendsomeonetohelp.
(4)Whenrescuerearmamentisinprocess,thelocalguideshouldaskthepatient’sfamilymembertostayinthehospital.
(5)Whilethepatientisstayinginthehospital,thelocalguideshouldoftencometovisit.Itthepatientisamemberofaforeigngroup,heshouldhelphimwithsuchthingsasseparatinghisvisafromthegroup’scollectivevisa,goingthroughtheformalitiesforleavingthehospitalafterhisrecoveryandbookinghishome-boundtransportticketetc.
(6)Also,hemustmakegoodarrangementsforsightseeingfortherestofthegroup.
4.Whatmustthetourguidedoif,byanychance,thetouristswererobbedwhentheywereontheirown?
Inthiscase,thetourguidemustdothefollowingthings:
(1)Todial110immediatelytoreportthecasetothepolice,statingclearthefactsofthecase,includingwhen,whereandhowtherobberywas,thefeaturesandappearanceoftherobbers,thenamesofthetouristsandthetouristsgroup,andthedistinctivemarksoftherobbedarticles.
(2)Toreportthecasetothelocaltravelservicefordirections.
(3)Topacifythetouriststoproceedwiththetour
(4)Towriteoutareport,statingclearthenatureofthecase,emergencymeasurestakenandtheopinionsanddemandsofthevictims
(5)Toassistdepartmentsconcernedtodealwithproblemsarisingfromtheevent
5.Whatprecautionsshouldthetourguidetakewhenthegrouphasjustcheckedinatthehotelinorderthat,incaseoffire,thetouristsmayquicklyescapewiththeirlife?
Inorderthat,incaseoffire,thetouristsmayquicklyescapedanger,
(1)Thetourguidemusttryandgettoknowbeforehandtherouteoffireescapeandlocationsofthefireexitandemergencystaircase
(2)Heshouldbearinmindthefireemergencytelephonenumber(119)andkeepreadyathandtheroomnumberofthetourescortandallothertouristsofthegroup.
6.Supposingthehotelsuddenlycaughtfireandthefiresceneis2storiesbelowthefloorwhereatouristgroupisstaying.Inthesecircumstances,howshouldthetourguideofthegroupdirectthetouriststosavethemselves?
Atthiscriticalmoment,thetourguidemustkeepcalmtomakeasoberjudgmentofthesituation.Thebasicpointoffirstimportanceisthat,incaseoffire,peoplemustnottrytoescapebytakingtheelectorandinnocaseshouldtheyleapdownfromheightupthebuilding.
(1)Ifpeoplecaughtfireontheirclothes,theycanrollonthefloororslaptheirbodieswithheavyclothingtoputoutthefire.
(2)Whenpeoplemustpassthroughdensesmokeareas,theymustwraptheirbodiesandcovertheirmouthsandnoseswithwetclothesandcreepforwardalongthewalls.
(3)Iftheroomdoorisblockedbyfireandpeoplecannotrunaway,theymuststopupthechinksofthedoorwithsoakedclothesorbeddingandsplashwatertolowerthetemperature.
(4)Atthesametime,theymustwavecolorfulclothesoutofthewindowtocallforhelp
7.Whatshouldthetoursguidedoif,byanychance,thetouristsarepoisonedbyfoot?
Incasethetouristssufferfood-poisoning…
(1)Tourguideshouldtellthetouriststodrinkplentyofwaterandtrytomakethemvomitsoastoeliminatethetoxinsfromtheirintestines.
(2)Musttakethemimmediatelytothehospitalforemergencytreatmentandaskthedoctorforamedicalcertificate.
(3)Hemeantime,heshouldreportthecasetothelocaltravelservicetofixresponsibilityontherestaurant.
8.ThetouristsofagrouprequestedsometimebeforemealthattheWestern-foodmealreservedforthemshouldbechangedtoaChinese-foodmeal.Whatshouldthelocalguidedoinanswertotheirrequest?
(1)Iftheirrequest(forsubstitutionofChinesefoodforWesternfood)wasmade3hoursbeforethemeal,thelocalguideshouldapproachtherestaurantandtrytomeettheirrequirementasfaraspossible.
(2)Iftheyaskedforthechangejustbeforethemeal,thelocalguideusuallycouldrefusebutmusttellthemwhyitcouldnotbechanged.
(3)Iftheystillinsistedinmakingthechange,thelocalguidecouldsuggestthattheyorderthemealthemselvesattheirownexpense.
4)Theirrequestforadditionaldishesandbeverage(inexcessofthesetprice)couldbegrantedprovidedtheyagreedtocovertheextracharge.
9.Thelocalguideofagroupjustgotoknow,whenhewasgoingthroughthecheck-informalitiesinthehotel,thatsomeofthedoubleroomstheyreservedforthegrouphadbeenreplacedbytriplerooms.Howwouldyousolvethisproblemifyouwerethelocalguideofthegroup?
(1)Lodgingthetouristsintripleroom’sfallsshortoftherequirementsprovidedinnthetourcontract,so,ifIwerethelocalguideofthegroup,Imustundertaketheresponsibilityofchangingthosebacktodoublerooms.
(2)First,Iwouldtakeupthematterwiththehotelmanagementandrequestthattheyshouldtrytheirbesttospaceenoughdoubleroomsforthegroup.Iftheywerenotabletohelp,Iwouldtryotherhotelsnearby.
(3)Ifallmyeffortsresultedinfailure,Imustmakeanapologytoothetouriststoseektheirunderstanding,andpromisethemasuitablepaymenttomakeupthedifferencebetweenthedoubleandtripleroomssoastopersuadethemtomakedowiththetriplerooms
(4)Forfurthercompensationandapology,Icouldorderabettermealforthemorgivethemsomesouvenirs,andIshouldtakecareofthemmoreattentivelysothattheywouldfindsatisfactioninbeingcordiallytreated
10.Aforeigntouristrequestedthatthetourguideshouldbuysomethingforhimandhaveitshippedtohiscountry.Whatistheproperwayforthetourguidetodealwithhisrequest?
Indealingwiththiskindofrequestformthetourists…
(1)Thetourguideshouldfirsttrytofindanexcusetorefusetactfully.
(2)Ifitishardtorefuseattheinsistentrequestsofthetourist,heshouldreportthemattertohissuperiorandaskforinstructions.
(3)Then,hemustgetenoughmoneyfromthetouristforpurchaseandshipping.Whenshippingismade,heshouldmailtheoriginalcopiesoftheconsignmentbillandthereceiptofpurchasetothetouristwhilekeepingtheduplicatesforfuture.
11.Whatcanthetourguidedotopreventthetouristsgettingsick?
Toensurethatthetouristswillnotgetsick,thefollowingprecautionsarenecessary:
(1)Whenplanningthesightseeingprogramforthegroup,theageandphysicalconstitutionsofthemajorityofthegroupmembersmustbetakenintoaccountandmarginsoftimemustbeleftforrelaxationaswellasforsightseeing.
(2)Sometimes,thetourguide’sadviceagainstdrinkingtheunboiledtabwaterinthehotelroomsandbuyingfoodfromstreetpeddlersisnecessary.
(3)Inchangeableweather,thetourguideshouldoftenannounceweatherforecastsforthenextdaysothatthetouristsmaychoosetodressthemselvesaccordinglyorbringanumbrellawiththeminarainyday.ATdryseason;
drinkingmorewaterandeatingmorefruitarealsoadvisable.
12.Atouristsgroupscheduledtoarrivethismorningisrepostedtobedelayedtilltomorrowbeforedinnerandsothetimeofitsstayinthelocalcitywillbeshortendedbyoneandahalfdays.Whatshouldthelocalguidedotocopewiththechange?
(1)Inthiscase,thelocalguidemust,firstofall,notifypeopleconcernedtocancelearlierarrangementsof
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