英语导游证考试面试特殊问题的应变技巧汇编.docx

英语导游证考试面试特殊问题的应变技巧汇编.docx

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英语导游证考试面试特殊问题的应变技巧汇编

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朋友推荐□宣传广告□逛街时发现的□上网□

（三）大学生购买消费DIY手工艺品的特点分析

（四）大学生对手工艺制品消费的要求

4、“体验化”消费

“碧芝”最吸引人的是那些小巧的珠子、亮片等，都是平日里不常见的。

店长梁小姐介绍，店内的饰珠有威尼斯印第安的玻璃珠、秘鲁的陶珠、奥利的施华洛世奇水晶、法国的仿金片、日本的梦幻珠等，五彩缤纷，流光异彩。

按照饰珠的质地可分为玻璃、骨质、角质、陶制、水晶、仿金、木制等种类，其造型更是千姿百态：

珠型、圆柱型、动物造型、多边形、图腾形象等，美不胜收。

全部都是进口的，从几毛钱一个到几十元一个的珠子，做一个成品饰物大约需要几十元，当然，还要决定于你的心意。

“碧芝”提倡自己制作：

端个特制的盘子到柜台前，按自己的构思选取喜爱的饰珠和配件，再把它们串成成品。

这里的饰珠和配件的价格随质地而各有同，所用的线绳价格从几元到一二十元不等，如果让店员帮忙串制，还要收取１０％～２０％的手工费。

（三）上海的文化对饰品市场的影响

月生活费人数（频率）百分比

手工艺制品是我国一种传统文化的象征，它品种多样，方式新颖，制作简单，深受广大学生朋友的喜欢。

当今大学生的消费行为表现在追求新颖，追求时尚。

追求个性，表现自我的消费趋向：

购买行为有较强的感情色彩，比起男生热衷于的网络游戏，极限运动，手工艺制品更得女生的喜欢。

据调查，大学生对此类消费的态度是：

手工艺制品消费比“负债”消费更得人心。

特殊问题回答技巧

1Whatshouldthetourguidesdowhentheydiscoveredthatanoldmanismissingwhilethegroupissightseeinginatouristresort?

（1）Inthiscase,thetourguidesshouldfirsttrytofindoutwhenandwherehewasmissingandthenthenationalguidesandthetourescortshouldlookforhimseparately,whiletherestofthegroupshouldfollowthelocalguidetoproceedwiththeyour.

（2）Iftheyfailedtofindhim,theyshouldapplytothenearbypolicestationandtohismanagementofthetouristresortforhelp.

（3）Inthemeantime,theyshouldcallupthehoteltofindoutifthemanhasbeenbackthere.

（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’sadviceagainstdrinkingtheunboiledtabwaterinthehotelroomsandbuyingfoodfromstreetpeddlersis