英语导游考试现场指导.doc

2006年英语导游考试现场指Emergency ability 1、 Because of the objective reason, the tour group want to leave in advance, as a local guide, how to deal with it? 1,the local guide should as far as possible to save time, arrange the tour in the plan; 2,report to the travel agency, contact with the hotel, return the room, dinner, bus and so on .3, as far as possible to inform the next station to change the receipt plan. 2、 According to the receipt plan and reservation time, local guide cant receive the group, how to deal with it? 1,immediately contact with travel agency, and find out the reason; 2,contact with airport and ask if the group board; 3,if dont need much time , local guide can sty at the airport; 4,if postpone is too long, the local guide should rearrange receipt affairs according to the travel agency. 3、 How to avoid leaving out the receipt? 1,read the receipt plan, know the groups arrival date, time, receipt place, number of train and so on; 2,check the correct arrival time; 3,arrive the station half an hour in advance and wait for the coming of the group. 4、 How to deal with the mistake in receipt? 1,if the mistake is happened between two groups in the same agency, no longer exchange the groups unless the travel agency dont agree with it; 2,if mistake happens in another travel agency, the guide should immediately report to the ravel agency and try to as soon as possible exchange the groups and make apology to the tourist. 5、 How to avoid delaying the airplane? 1,the local guide with the national guide should fix the tickets in advance, check and confirm the date, time, number, destination and so on.; 2,before leaving, dont let the tourist go to the complex place and so on; 3,arrange abundant time g to the airport(station, harbor) and make sure that the group leaving location, help to carry out the check-in(train, ship)procedure, and leave on time. 6、 How to deal with delaying the airplane (train, ship)? 1,immediately report to the travel agency, ask for help; 2,as soon as possible contact with airport, and try to let the tourist leave with the recent airplane; 3,stabilize the tourists motion, and arrange dinner, dormitory, traffic and sight-seeing, make apology to the tourist; 4,as soon as possible inform the nest station in order to adjust the plan; 5, write an accident report and make clear the reason. 7、 If the tourist lose the passport, how to deal with it ? 1,based on the tourist application, the travel agency sign a proof to carry out a temporary passport; 2,tourist can take the proof, oneself photograph, arrive to the local public security official organization foreigner immigration administrative office ,and take another proof.; 3,take the pubic security official organizations proof and go t the country in chinas embassy to carry out the new passport; 4,get the new passport again to the public security official organization to carry out the visa procedure. 8、 If the tourist lose something important, how to deal with it? 1,confirm if it is really stolen and report to the travel agency, local public security official organization, the travel agency insurance company that insure, help to seek and try to clear a criminal case; 2,if it cant be found out, let the public security official organization give a proof in order to return to country to check and ask the insurance to pay; 3,the local guide should comfort the owner and alleviate his displeasure motion. 9、 How to avoid the tourist mislead? 1,remind the tourist, for example, the name of the agency, number of bus, name of hotel, telephone number and so on; 2,report the arrangement, let the tourist know the itinerary, time, parking lot and assembly time; 3,the guide cant leave the group and often check the number of the tourist, dont let them leave far in free time; 4,the local guide, the national guide and the leader should often contact with each other and take care of the group. 10、How to deal with the tourist walk to lose? 1,generally, the national guide and the leader organize the member to look for, and the local guide lead the other member to continue the sight-seeing; 2,inform the local pubic security official organization to look for; 3,report to the ravel agency; 4,contact with the hotel, inquire if they have retuned to the hotel; 5,if dont find out, the team can return to the hotel, the local guide, the national guide and the leader leave two people to continue look for, after finding out can take the other bus to return to the hotel; 6,if the local guides mistake, make apology to the loser, if the tourists mistake, warn them to notice11、A foreign tourist has the heavy disease, how to do? 1,the local guide should immediately inform the travel agency to send the person for help, and let the leader seek ones relatives to accompany to the hospital, and the local guide should continue tour with the others; 2,if need surgical operation, should be signed by the relatives or other officer; 3,if need stay in the hospital and cant return to the country with the group, the local guide should help to carry out the separation visa, traffic ticket and some relative procedure; 4,tell the patient pay the fee, the rest complex service will be returned to him(her); 5,some data about treatment and so on should be copied in order to store by the travel agency. 12、How to deal with the traffic accident, when the tour group come back? 1,immediately rescue the wounded member, the leader and the national guide take them to hospital; 2,call 110 and keep the scene intact; 3,prport to the travel agency, some relative administrations and insurance company; 4,stabilize the tourist mood and continue the sight-seeing; 5,it is best to give the signatures with the leader and write an accident report. 13、How to deal with food poisoning? 1,drink a lot water to accelerate to excrete, alleviate the poison and try to vomit; 2,immediately send to hospital to rescue and invite doctor to write a proof; 3,immediately report to the travel agency and check the duty to cause the food poisoning. 14、A friend of the tourist ask to accompany with group, how to do? 1,respect the leader and the agencys opinion; 2,contact with ravel agency, if the leader and the agency approve, carry out the procedure and hand over the expenses; 3,the diplomacy official or reporter cant accompany with unless the agency and relative administration agree with. 15、If the tourist ask you to remove something to his friend, how to do? 1,ask what in the wood box and open the wood box immediately, if valuable thing or the food should be refused and the tax product should be paid tax; 2,if it is general thing, should write a note if the people receive and the receiver should write a receipt to agency, sign and inform the client; 3,note and receipt should be given to the agency to store. 16、I f a tourist fall and make crus fracture, how to do? 1,first the guide should stanch the blood wrap and firm the joint; 2,send to the hospital on time, keep all the lists in order to ask for paying with insurance company; 3,inform the agency and write the accident report. 17、For some objective reason, the airport cant take off, how to do? 1,patiently explain to tourist because of the weather, everybody should comprehend, and the local guide should stabilize the tourists motion; 2,ask the second airplane departure time and arrange the baggage; 3,report to ravel agency and arrange the tourist food and dormitory problem, inform the breakfast of whole group tomorrow morning and the departure time, assembly place; 4,ynform the next station to change the plan. 18、How to avoid the car-sickness phenomenon? 1,the local guide should know the car-sickness circumstance among the tourist, and remind their to have medicine, advice them to take a little meal; 2,look after them to as far as possible sit the forepart in bus and close the window, tight trousers belt, prevent the internal organs vibration, and increase the condition. 19、How to deal with the public security accident? 1,lock the door tightly, especially dont open the door in the evening; 2,the valuable goods should be consigned, dont put them in the room; 3,dont leave anything in the bus; 4,tell the driver to lock the door and windows after the tourist get off; 5,on the way, dont let unfamiliar people get on the bus; 6,the local guide must accompany with the group and prevent the public security accident. 20、A foreigner want to buy curio and painting in the stall, how to do? 1,tell him to buy in the appointed culture relic shop and the stall cant be reliable; 2,remind him to keep the guarantee and the seal for check-in. 21、A foreigner has to return the country, how to deal with it? 1,after both travel agencies consultation, can satisfy his request; 2,help guest carry out the separation visa, rebook the ticket, but the tourist pay the money; 3,the rest complex service fee return or not. 22、the tourist want to swim at the nearest beach, how to do? 1,dont let them go to the natural beach; 2,the local guide can take them to the swimming poor and remind them to pay attention to safety. 23、Two hours before dinner, the tourist want to change the dinner, how to do? 1,according to conventionally if three hours in advance, the local guide should contact with the restaurant and satisfy them; 2,if the time is very short, the guide can refuse and explain; 3,if the tourist insist on changing dinner, the guide can tell them to pay the fee themselves. 24、If the tourist lose the baggage on the way, how to do? 1,check the rooms in the hotel if the baggageman make a mistake; 2,if cant find out, immediately contact with the agency and the baggageman; 3,if cant find out either, report to the agency for help; 4,ask 英语现场导游培训1，关于10个景点的的重点。2，景点讲解提问的参考题。1）To talk about the leading feature of Wulingyuan scenic spots.The most characteristic landform feature is the quartzes sandstone peak forest and vallyes . 3000 odd peaks and 800 limpid waters make Zhangjiajie as beautiful as Chinese paintings.2) To list three famous towers in the southern China.Yueyang Tower, Yellow Crane Tower, King Teng Pavillion.3) To list 10 places of interests in China.Beijing, suzhou, guilin, hangzhou, Anhui, Xian, Changjiang, Taiwan, Chengde.4) What is Xiang Embroidery taken as the basic picture?Chinese Painting.5) In Mawangdui han tombs, Why has the female corpse been kept so well till now?Under the condition of deeply buried, wellsealed up, constant temperature, constant humidity, short of oxygen, no bacteria.3，导游规范提问参考题。1)When should the OK ticket confirm the flight seats?48 hours before the planned time.2)What preparatory jobs should a local guide do at the exit station?Confirm the tickets; to help the needy guests to wrap the luggage; weigh the luggage; remind the guests of keeping the passports, shopping receipts( especially the cultural relics and valuable medicine herbs), exchange memo; to help the guests to pay off all the bills; to get to the airport ahead of 2 hours.3)The differences of the individual tour and group package tour:The itinerary and arrangement of the trip; the means of paying; quotation; freedom limit; the number of the tourists.4)the 4 types of the language of a tour guide:Oral language; facial expressions; gesture language; uniform language.5)Who take care of the passports of China outbound tourists at the moment of departure?Tour leader 4，应变能力提问参考题。The Situations Discussion1, One summer day, a local tour guide showed a group of American guests around ZhuoZhenyuan garden. On the tour, one of the guests got lost, one is summer sick, but the other guests would like to Lingering garden. As a local tour guide, What should you do ?2, You are announcing something to the whole group, some of your guests make a bad noise, as a guide, what should you do ?3, You are a national guide, you take a group of tourists to Su Zhou, but when you arrive in some airport in Suzhou, nobody meets you all. What should you do?4, There is a popular saying among a group of foreign guests: It is the most unfortunate man who marries an American wife, who eats British food, who lives in the Japanese style house, who takes Chinese salary. You , as a Chinese people, as a tour guide, How should you explain it to your foreign guests?5 , You are the local guide of a tour group . After one days sightseeing , some old people in the group feel tired. They want to go back to the hotel immediately so they can rest a little before dinner. There will be a concert in the evening that they would like to attend. But some people say they havent enough time to go shopping since they have been in China . They want to spend an hour or so in the friendship store. Why not visit another place of interest? Try to handle this situation.6, In Shanghai. As we know, Shanghai is the “shopping paradise”. Often the foreign guests like to go shopping here, but today the guests are too tired to go shopping at night. The local guide didnt tell the guests the dinning place, which is very close to the shopping place in advance, and take the guests to some shopping center, but the guests are not willing to get off the travel bus. Now, as a national guide, What should you do?5，汉语言文学提问。1) 注意诗词， 对联， 名句等的翻译。 如： 先天下之忧而忧， 后天下之乐而乐。A leader should plan and worry ahead of people, and enjoy the fruits after the people.2)Question: Is Arabic language one of the 6 working languages of the UN?3)背诵诗词， 对联，名句等。The complementary materials:Wulingyuan is not only famous for its natural scenery, but also for its rich resources of flora and fauna. Its a treasure house of gre