英语导游口试导游应变能力.docx

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