英语导游口试导游应变能力.docx
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英语导游口试导游应变能力
QuestionsandAnswersonWaysofSolvingSpecialProblems
1.Whatshouldthetourguidesdowhentheydiscoveredthatanoldmanismissingwhilethegroupissightseeinginatouristresort?
1)Inthiscase,thetourguidesshouldfirsttrytofindoutwhenandwherehewasmissingandthenthenationalguideandthetourescortshouldlookforhimseparately,whiletherestofthegroupshouldfollowthelocalguidetoproceedwiththetour.
2)Iftheyfailedtofindhim,theyshouldapplytothenearbypolicestationandthemanagementofthetouristresortforhelp.
3)Inthemeantime,theyshouldcallupthehoteltofindoutifthemanhasbeenbackthere.
4)Ifnot,theyshouldphonetoreportthecasetothelocaltravelserviceand…
5)Theyshouldbepreparedtodealwithpossibleproblemsarisingfromtheevent.
6)Finally,theyshouldwriteoutareportontheevent.
2.Whatshouldthetourguidedoifsomeoneinthegroupissuspectedofsufferingfromaninfectiousdisease?
1)Inthiscase,thetourguidemustfirsttrytofindoutthedetailsofthepatient’scondition.
2)Andthen,heshouldreportthecasetothelocaltravelserviceandthentothequarantineandepidemicpreventiondepartments.
3)Iftheyconsideritnecessarytodoepidemiologicalexamination,thetourguideshouldtalkoverthematterwiththetourleaderandpersuadethepatienttohavehishealthcheckedandhisbloodserumtested.
4)Ifthepatientisprovedtobeinfectedwithcontagiousdisease,hemustbeisolatedfortreatmentorothermeasureswillbetakenaccordingtotherequirementsofthedepartmentsconcerned.
5)Ifthepatientisaforeigner,hewouldberequiredtoleavethecountryaheadofschedule,inthiscase,thetourguidemusthelphimwiththeexitformalities.
6)Aftertheevent,thetourguideshouldsubmitawrittenreporttodepartmentsconcerned,statingclearthedetailsofthecaseandmeasurestaken.
3.Whatshouldthetourguidedoincaseatouristinthegroupsuddenlyhadaheartattack?
1)Ifthetouristissurelysufferingfromheartattack,thetourguideshouldimmediatelyhelphimliedownonhisbackwithhisheadcushionedtoriseabit,andaskhisfamilymembertofeedhimwiththefirst-aidmedicinehehasbroughtwithhimsothathisconditionmayimprove.
2)Then,thetourguideshouldcallanambulancetohelportakethepatienttothenearbyhospitalfortreatment.
3)Inthemeantime,heshouldaskthelocaltravelservicetosendsomeonetohelp.
4)Whenrescuetreatmentisinprocess,thelocalguideshouldaskthepatient’sfamilymembertostayinthehospital.
5)Whilethepatientisstayinginthehospital,thelocalguideshouldoftencometovisit.Ifthepatientisamemberofaforeigngroup,heshouldhelphimwithsuchthingsasseparatinghisvisafromthegroup’scollectivevisa,goingthroughtheformalitiesforleavingthehospitalafterhisrecoveryandbookinghishome-boundtransportticketetc.
6)Also,hemustmakegoodarrangementsforsightseeingfortherestofthegroup.
4.Whatmustthetourguidedoif,byanychance,thetouristswererobbedwhentheywereontheirown?
Inthiscase,thetourguidemustdothefollowingthings:
1)Todial110immediatelytoreportthecasetothepolice,statingclearlythefactsofthecase,includingwhen,whereandhowtherobberywas,thefeaturesandappearanceoftherobbers,thenamesofthetouristsandthetouristgroup,andthedistinctivemarksoftherobbedarticles.
2)Toreportthecasetothelocaltravelservicefordirections.
3)Topacifythetouriststoproceedwiththetour.
4)Towriteoutareport,statingclearlythenatureofthecase,emergencymeasurestakenandtheopinionsanddemandsofthevictims.
5)Toassistdepartmentsconcernedtodealwithproblemsarisingfromtheevent.
5.Whatpreparationsshouldthetourguidetakewhenthegrouphasjustcheckedinatthehotelinorderthat,incaseoffire,thetouristsmayquicklyescapewiththeirlife?
Inorderthat,incaseoffire,thetouristsmayquicklyescapefromdanger,…
1)Thetourguidemusttryandgettoknowbeforehandtherouteoffireescapeandlocationsofthefireexitandemergencystaircase.
2)Heshouldbearinmindthefireemergencytelephonenumberandkeepreadyathandtheroomnumbersofthetourescortandallothertouristofthegroup.
6.Supposingthehotelsuddenlycaughtfireandthefiresceneis2storiesbelowthefloorwhereatouristgroupisstaying.Inthesecircumstances,howshouldthetourguideofthegroupdirectthetouriststosavethemselves?
Atthiscriticalmoment,thetourguidemustkeepcalmtomakeasoberjudgmentofthesituation.Thebasicpointoffirstimportanceisthat,incaseoffire,peoplemustnottrytoescapebytakingelevatorandinnocaseshouldtheyleapdownfromhighupthebuilding.
1)Ifpeoplecaughtfireontheirclothes,theycanrollonthefloororslaptheirbodieswithheavyclothingtoputoutthefire.
2)Whenpeoplemustpassthroughdensesmokeareas,theymustwraptheirbodiesandcovertheirmouthsandnoseswithwetclothesandcreepforwardalongthewalls.
3)Iftheroomdoorisblockedbyfireandpeoplecannotrunaway,theymuststopupthechinksofthedoorwithwetsoakedclothesorbeddingsandsplashwatertolowerthetemperature.
4)Atthesametime,theymustwavecolorfulclothesoutofthewindowtocallforhelp.
7.Whatshouldthetourguidedoif,byanychance,thetouristsarepoisonedbyfood?
Incasethetouristssufferfromfoodpoisoning…
1)Thetourguideshouldtellthetouriststodrinkplentyofwaterandtrytomakethemvomitsoastoeliminatethetoxinsfromtheirintestines.
2)Then,hemusttakethemimmediatelytothehospitalforemergencytreatmentandaskthedoctorforamedicalcertificate.
3)Inthemeantime,heshouldreportthecasetothelocaltravelservicetofixresponsibilityontherestaurant.
8.ThetouristsofagrouprequestedsometimebeforemealthattheWestern-foodmealreservedforthemshouldbechangedtoaChinese-foodmeal.Whatshouldthelocalguidedoinanswertotheirrequest?
1)Iftheirrequest(forsubstitutionofChinesefoodforWesternfood)wasmade3hoursbeforethemeal,thelocalguideshouldapproachtherestaurantandtrytomeettheirrequirementasfaraspossible.
2)Iftheyaskedforthechangejustbeforethemeal,thelocalguideusuallycouldrefusebutmusttellthemwhyitcouldnotbechanged.
3)Iftheystillinsistedinmakingthechange,thelocalguidecouldsuggestthattheyorderthemealthemselvesattheirownexpense.
4)Theirrequestforadditionaldishesandbeverage(inexcessofthesetprice)couldbegrantedprovidedtheyagreedtocovertheextracharge.
9.Thelocalguideofagroupjustgottoknow,whenhewasgoingthroughthecheck-informalitiesinthehotel,thatsomeofthedoubleroomstheyreservedforthegrouphadbeenreplacedbytriplerooms.Howcouldyousolvethisproblemifyouwerethelocalguideofthegroup?
1)Lodgingthetouristsintripleroomsfallsshortoftherequirementsprovidedinthetourcontracts,so,ifIwerethelocalguideofthegroup,Imustundertaketheresponsibilityofchangingthembacktodoublerooms.
2)First,Iwouldtalkupthematterwiththehotelmanagementandrequestthattheyshouldtrytheirbesttospareenoughdoubleroomsforthegroup.Iftheywerenotabletohelp,Iwouldtryotherhotelsnearby.
3)Ifallmyeffortsresultedinfailure,Imusttakeanapologytothetouriststoseektheirunderstanding,andpromisethemasuitablepaymenttomakeupthedifferencebetweenthedoubleandtripleroomssoastopersuadethemtomakedowiththetriplerooms.
4)Forfurthercompensationandapology,Icouldorderabettermealforthemorgivethemsomesouvenirs,andIshouldtakecareofthemmoreattentivelysothattheywouldfindsatisfactioninbeingcordiallytreated.
10.Aforeigntouristrequestedthatthetourguideshouldbuysomethingforhimandhaveitshippedtohiscountry.Whatistheproperwayforthetourguidetodealwiththisrequest?
Indealingwiththiskindofrequestfromtourists…
1)Thetourguideshouldfirsttrytofindanexcusetorefusetactfully.
2)Ifitishardtorefuseattheinsistentrequestsofthetourist,heshouldreportthemattertohissuperiorandaskforinstructions.
3)Then,hemustgetenoughmoneyfromthetouristforpurchaseandshipping.Whenshipmentismade,heshouldmailtheoriginalcopiesoftheconsignmentbillandthereceiptofpurchasetothetouristwhilekeepingtheduplicatesforfuturereference.
11.Whatcanthetourguidedotopreventthetouristsgettingsick?
Toensurethatthetouristswillnotgetsick,thefollowingprecautionsarenecessary:
1)Whenplanningthesightseeingprogramforthegroup,theagephysicalconstitutionsofthemajorityofthegroupmembersmustbetakenintoaccountandmarginsoftimemustbeleftforrelaxationaswellasforsightseeing.
2)Sometimes,thetourguide’sadviceagainstdrinkingtheunboiledtapwaterinthehotelroomsandbuyingfoodfromstreetpeddlersisnecessary.
3)Inchangeableweather,thetourguideshouldoftenannounceweatherforecastsforthenextdaysothatthetouristsmaychoosetodressthemselvesaccordinglyorbringanumbrellawiththeminarainyday.Atdryseason,drinkingmorewaterandeatingmorefruitarealsoadvisable.
12.Atouristgroupscheduledtoarrivethismorningisreportedtobedelayedtilltomorrowbeforedinnerandsothetimeofitsstayinthelocalcitywillbeshortenedbyoneandahalfdays.Whatshouldthelocalguidedotocopewiththechange?
1)Inthiscase,thelocalguidemust,firstofall,notifypeopleconcernedtocanceltheearlierarrangementsofmealsandhotelaccommodatio