英语导游证考试面试特殊问题的应变技巧汇编.docx

1、英语导游证考试面试特殊问题的应变技巧汇编1 www。cer。net/artide/2004021313098897。shtml。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

2、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，

3、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1What 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 the n

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

5、me, 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

6、. What should the tour guides 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 quaranti

7、ne and epidemic prevention 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

8、contagious disease, he 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 guides must help him with the exit f

9、ormalities.(6) After the event, 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 guides do in case a tourist in the group suddenly had a heart attack?(1) If the tourist is surely suffering from h

10、eart attack, the tour guide should immediately help him lie down on his head cushioned to rise a bit, and ask his family member to feed him with 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

11、to the nearby hospital for treatment.(3) In the meantime, he should ask the local travel service to send someone to help.(4) When rescue rearmament 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

12、 guide should often come to visit .It 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)

13、Also, he must make good 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 polic

14、e, stating clear the facts 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 tourists group, and the distinctive marks of the robbed articles.(2) To report the case to the local travel service for directions.(3)

15、To pacify the tourists to proceed with the tour (4) To write out a report ,stating clear 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 event5. What precautions should the tour gu

16、ide take when the group has just 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 danger,(1) The tour guide must try and get to know beforehand the route of fire escape and locatio

17、ns of the fire exit and emergency staircase (2) He should bear in mind the fire emergency telephone number (119) and keep ready at hand the room number of the tour escort and all other tourists of the group.6. Supposing the hotel suddenly caught fire and the fire scene is 2 stories below the floor w

18、here a tourist group is staying .In these 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, peop

19、le must not try to escape by taking the elector and in no case should they leap down from height 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, th

20、ey must wrap their bodies and cover their mouths 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 soaked clothes or bedding and splash water to lower the temperature.(4) At

21、the same time ,they must wave colorful clothes out of the window to call for help7 .What should the tours guide do if, by any chance, the tourists are poisoned by foot? In case the tourists suffer food-poisoning(1) Tour guide should tell the tourists to drink plenty of water and try to make them vom

22、it so as to eliminate the toxins from their intestines.(2) Must take them immediately to the hospital for emergency treatment and ask the doctor for a medical certificate.(3) He meantime, he should report the case to the local travel service to fix responsibility on the restaurant. 8 .The tourists o

23、f a group requested some time before 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 loc

24、al guide should approach the restaurant 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 coul

25、d suggest that they order the meal themselves 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 go to know ,when he was going through the check-in for

26、malities in the hotel ,that some of the double rooms they reserved for the group had been replaced by triple rooms .How would 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 inn the tour contract, so,

27、if I were the local guide of the group, I must undertake the responsibility of changing those back to double rooms. (2)First, I would take up the matter with the hotel management and request that they should try their best to space enough double rooms for the group .If they were not able to help, I

28、would try other hotels nearby. (3)If all my efforts resulted in failure, I must make an apology too 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)F

29、or further compensation and apology, I could order 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 h

30、ave it shipped to his country .What is the proper way for the tour guide to deal with his request? In dealing with this kind of request form the tourists(1) 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

31、should report the matter to his superior and ask for instructions.(3) Then, he must get enough money from the tourist for purchase and shipping .When shipping is made, he should mail the original copies of the consignment bill and the receipt of purchase to the tourist while keeping the duplicates f

32、or future.11. What can the tour guide do to prevent 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 and physical constitutions of the majority of the group members must be taken into account and margins of time must be left for relaxation as well as for sightseeing.(2) Sometimes, the tour guides advice against drinking the unboiled tab water in the hotel rooms and buying food from street peddlers is