英语导游口试导游应变能力.docx

1、英语导游口试导游应变能力Questions and Answers on Ways of Solving Special Problems1.What should the tour guides do when they discovered that an old man is missing while the group is sightseeing in a tourist resort?1)In this case, the tour guides should first try to find out when and where he was missing and then

2、 the national guide and the tour escort should look for him separately, while the rest of the group should follow the local guide to proceed with the tour.2)If they failed to find him, they should apply to the nearby police station and the management of the tourist resort for help.3)In the meantime,

3、 they should call up the hotel to find out if the man has been back there.4)If not, they should phone to report the case to the local travel service and 5)They should be prepared to deal with possible problems arising from the event.6)Finally, they should write out a report on the event.2.What shoul

4、d the tour guide do if someone in the group is suspected of suffering from an infectious disease?1)In this case, the tour guide must first try to find out the details of the patients condition.2)And then, he should report the case to the local travel service and then to the quarantine and epidemic p

5、revention departments.3)If they consider it necessary to do epidemiological examination, the tour guide should talk over the matter with the tour leader and persuade the patient to have his health checked and his blood serum tested.4)If the patient is proved to be infected with contagious disease, h

6、e must be isolated for treatment or other measures will be taken according to the requirements of the departments concerned.5)If the patient is a foreigner, he would be required to leave the country ahead of schedule, in this case, the tour guide must help him with the exit formalities.6)After the e

7、vent, the tour guide should submit a written report to departments concerned, stating clear the details of the case and measures taken.3.What should the tour guide do in case a tourist in the group suddenly had a heart attack?1)If the tourist is surely suffering from heart attack, the tour guide sho

8、uld immediately help him lie down on his back with his head cushioned to rise a bit, and ask his family member to feed him with the first-aid medicine he has brought with him so that his condition may improve.2)Then, the tour guide should call an ambulance to help or take the patient to the nearby h

9、ospital for treatment.3)In the meantime, he should ask the local travel service to send someone to help.4)When rescue treatment is in process, the local guide should ask the patients family member to stay in the hospital.5)While the patient is staying in the hospital, the local guide should often co

10、me to visit. If the patient is a member of a foreign group, he should help him with such things as separating his visa from the groups collective visa, going through the formalities for leaving the hospital after his recovery and booking his home-bound transport ticket etc.6)Also, he must make good

11、arrangements for sightseeing for the rest of the group.4.What must the tour guide do if, by any chance, the tourists were robbed when they were on their own?In this case, the tour guide must do the following things:1)To dial 110 immediately to report the case to the police, stating clearly the facts

12、 of the case, including when, where and how the robbery was, the features and appearance of the robbers, the names of the tourists and the tourist group, and the distinctive marks of the robbed articles.2)To report the case to the local travel service for directions.3)To pacify the tourists to proce

13、ed with the tour.4)To write out a report, stating clearly the nature of the case, emergency measures taken and the opinions and demands of the victims.5)To assist departments concerned to deal with problems arising from the event.5.What preparations should the tour guide take when the group has just

14、 checked in at the hotel in order that, in case of fire, the tourists may quickly escape with their life?In order that, in case of fire, the tourists may quickly escape from danger, 1)The tour guide must try and get to know beforehand the route of fire escape and locations of the fire exit and emerg

15、ency staircase.2)He should bear in mind the fire emergency telephone number and keep ready at hand the room numbers of the tour escort and all other tourist of the group.6.Supposing the hotel suddenly caught fire and the fire scene is 2 stories below the floor where a tourist group is staying. In th

16、ese circumstances, how should the tour guide of the group direct the tourists to save themselves?At this critical moment, the tour guide must keep calm to make a sober judgment of the situation. The basic point of first importance is that, in case of fire, people must not try to escape by taking ele

17、vator and in no case should they leap down from high up the building.1)If people caught fire on their clothes, they can roll on the floor or slap their bodies with heavy clothing to put out the fire.2)When people must pass through dense smoke areas, they must wrap their bodies and cover their mouths

18、 and noses with wet clothes and creep forward along the walls.3)If the room door is blocked by fire and people can not run away, they must stop up the chinks of the door with wet soaked clothes or beddings and splash water to lower the temperature.4)At the same time, they must wave colorful clothes

19、out of the window to call for help.7.What should the tour guide do if, by any chance, the tourists are poisoned by food?In case the tourists suffer from food poisoning1)The tour guide should tell the tourists to drink plenty of water and try to make them vomit so as to eliminate the toxins from thei

20、r intestines.2)Then, he must take them immediately to the hospital for emergency treatment and ask the doctor for a medical certificate.3)In the meantime, he should report the case to the local travel service to fix responsibility on the restaurant.8.The tourists of a group requested some time befor

21、e meal that the Western-food meal reserved for them should be changed to a Chinese-food meal. What should the local guide do in answer to their request？1)If their request (for substitution of Chinese food for Western food) was made 3 hours before the meal, the local guide should approach the restaur

22、ant and try to meet their requirement as far as possible.2)If they asked for the change just before the meal, the local guide usually could refuse but must tell them why it could not be changed.3)If they still insisted in making the change, the local guide could suggest that they order the meal them

23、selves at their own expense.4)Their request for additional dishes and beverage (in excess of the set price) could be granted provided they agreed to cover the extra charge.9.The local guide of a group just got to know, when he was going through the check-in formalities in the hotel, that some of the

24、 double rooms they reserved for the group had been replaced by triple rooms. How could you solve this problem if you were the local guide of the group?1)Lodging the tourists in triple rooms falls short of the requirements provided in the tour contracts, so, if I were the local guide of the group, I

25、must undertake the responsibility of changing them back to double rooms.2)First, I would talk up the matter with the hotel management and request that they should try their best to spare enough double rooms for the group. If they were not able to help, I would try other hotels nearby.3)If all my eff

26、orts resulted in failure, I must take an apology to the tourists to seek their understanding, and promise them a suitable payment to make up the difference between the double and triple rooms so as to persuade them to make do with the triple rooms.4)For further compensation and apology, I could orde

27、r a better meal for them or give them some souvenirs, and I should take care of them more attentively so that they would find satisfaction in being cordially treated.10.A foreign tourist requested that the tour guide should buy something for him and have it shipped to his country. What is the proper

28、 way for the tour guide to deal with this request?In dealing with this kind of request from tourists1)The tour guide should first try to find an excuse to refuse tactfully.2)If it is hard to refuse at the insistent requests of the tourist, he should report the matter to his superior and ask for inst

29、ructions.3)Then, he must get enough money from the tourist for purchase and shipping. When shipment is made, he should mail the original copies of the consignment bill and the receipt of purchase to the tourist while keeping the duplicates for future reference.11.What can the tour guide do to preven

30、t the tourists getting sick?To ensure that the tourists will not get sick, the following precautions are necessary:1)When planning the sightseeing program for the group, the age physical constitutions of the majority of the group members must be taken into account and margins of time must be left fo

31、r relaxation as well as for sightseeing.2)Sometimes, the tour guides advice against drinking the unboiled tap water in the hotel rooms and buying food from street peddlers is necessary.3)In changeable weather, the tour guide should often announce weather forecasts for the next day so that the touris

32、ts may choose to dress themselves accordingly or bring an umbrella with them in a rainy day. At dry season, drinking more water and eating more fruit are also advisable.12.A tourist group scheduled to arrive this morning is reported to be delayed till tomorrow before dinner and so the time of its stay in the local city will be shortened by one and a half days. What should the local guide do to cope with the change?1)In this case, the local guide must, first of all, notify people concerned to cancel the earlier arrangements of meals and hotel accommodatio