英语导游证考试之导游紧急事件处理Word格式.doc
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(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)Persuadethe