旅游英语综合教程 （第四版） 课件 第1部分 Unit 8 Dealing with Complaints and Emergencies

DealingwithComplaintsandEmergenciesUnit8UnitObjectives单元目标BackgroundKnowledge背景知识Listening

听力Speaking

口语Lead-in

导入

OverviewofWorldHeritages世界遗产概览目录CONTENTCaseStudy

案例分析Lead-inLead-inMasterthebasicwordsandexpressionsaboutcomplainthandling.Beabletoknowtheproblemsthattouristsusuallycomplainabout.UnitObjectives123Understandhowtodealwithcomplaintsinanappropriateway.Bereadytoreplyproperlytoaperspectivetouristcomplaint.4BackgroundInformationAgenciesalwaystrytolinkupwithreliablecarriersandhotelsthathavegoodreputationsforgivingthebestservice.However,unexpectedcircumstancesdoarise,inspiteofprecautions,especiallyatpeakperiodsorduringunfavorableweather.Nooneenjoyscomplaining,foritseldombringspositivefeelingstooneself,especiallywhenoneistraveling.BackgroundInformationTourdirectorsoftenobservethatafewpeopleundergoapersonalitychangewhentakenoutoftheirownenvironment,andtheybehaveastheyneverwouldwhenathome.Othersbecomeemotionallyupsetwhenconfrontedwithproblems.Forexample,theycannotcopewithacanceledordelayedflight.Theyloudlyproclaimtheirwoesifabagislostordamaged.BackgroundInformationTheywritelengthyletterstotheagencycriticizingthemforratingahotel“firstclass”,since,intheiropinion,itdoesnotmeasureuptothestandardofthebesthotelsintheirowncountry.Theyberatetheagentforsendingthemonsightseeingbusesthatarenotlikethoseadvertisedinbrochures.Theyrejectnativedishesanddrinks.Theycomplainabouttheserviceofalocalguidesimplybecauseheorsheisnotfamiliarwiththeroute.BackgroundInformationWhendealingwithcomplaints,tourguidesaresupposedtolistencarefullyandnottomakeanycomments.Thentheyshouldgoallouttoremovethecomplaintsquickly,eitherbymakingpolite,patient,anddetailedexplanations,orbymakingswift,effectivecorrectionsandremedies,orreportingthecomplaintstoasuperior.Inthemeantime,tourguidesmustkeepguestsinformedofthemeasureoractionsthattheyaregoingtotake.BackgroundInformationIncaseofemergencies,tourguidesmustbeequippedwithbasicknowledgeofcrimepreventionandsafetyprocedures,thusdiminishingguests’chancesofhavingmisfortunesontheway.ListeningDialogueNewwordsandexpressions1.clog2.pillow3.short-staffed堵塞枕头人手短缺的Listentothedialogueanddecidewhethereachofthefollowingstatementsistrue(T)orfalse(F).1.___Theguestisnotsatisfiedwiththebathroom.2.___Theroomwasnottidiedupintime.3.___Thetourguidewillfixthewaterfaucetfortheguest.4.___Theguestinsiststhathemovetoanotherroom.5.___Theguidecontactsthefrontdesktoaskforhousemaid.TTFFTB.Listentothedialogueagainandanswerthequestions.1.WhydoesMr.Smithasktoseetheguide?_______________________________________________2.Whatistheproblemwiththebathroom?_______________________________________________3.Howdoestheguidesolvethisproblem?

_______________________________________________Theguestcontactsthetourguidebecausenothingisrightinhishotelroom.Whentheguesttriedtheshower,hefounditoutoforder.Theshowerinthebathroommustbeclogged.Thetourguidewilltalktothefrontdeskforasatisfactorysolution.4.Whataretheotherproblemstheguestiscomplainingabout?__________________________________________________5.Howdoestheguidetrytomaketheangryguesthappy?__________________________________________________Firstthetourguidelistenstotheguest’scomplaintscarefullyandpatiently.Thenshegoesallouttosolvetheproblemsbycomfortingtheguestandcontactingthefrontoffice.Thepillowsaredirty,theroomisinamess,andtheTVdoesn’tworkproperly.PassageNewwordsandexpressions1.emission 2.discharge3.vicinity4.distribute…over发出，发射，排出物流出，排出邻近，附近把……散布于5.underestimated低估的6.deter使不敢，阻拦7.sewage下水道，污水PassageNewwordsandexpressions8.static9.Gibraltar10.aesthetic11.blight静止的，静态的直布罗陀美学的，审美的破坏，使枯萎12.intrude （与on连用）强迫接受，强使13.irreparably不能挽回地，不能恢复地Directions:Listentothefollowingpassageforthreetimes.Thefirsttimeisforyoutogetageneralideaofthepassage.Thesecondtimeistofillintheblanks.Thethirdtimeistocheckyouranswers.HarmfulEffectsofTourismAircraft,carsandboatsproducepollutingsubstances.1._____________emissionsandoildischargescanhaveseriouseffectsonpeople,wildlifeandbuildings.Thedamageisnotnecessarilylimitedtothe2._____________vicinityofthetouristdestination,windsand3._____________candistributeharmfulchemicalsoverawildsea.Noiseisaformofpollutionwhichisoftenunderestimated.Peoplelivingnearlargeinternationalairports,ormotorways,understandthisproblemwell,butthereareothersourcesofnoisefrommotor-boats,4._____________,barsandclubs,whichaffectlocalpopulationsforlongerperiodsandatthemostinconvenienttimes.5._____________,too,canbebadlyaffectedExhaustimmediatevicinityfunfairsWildlifebynoise.JusttwoorthreepeoplechatteringataviewingfacilitynearanAfricanwaterholecandeteranimalsfrommakingwhatcouldbealife-savingvisit.Thisalsodefeatstheobjectofthetourist'sjourney!Beachandshorelinepollutionfromsewagehasbeen6._____________togovernmentsforsometime.TheproblemisparticularlysevereintheMediterraneanSea,wherethewastewaterfromthe782millionpeoplewholiveincountriesonitsborders,7._____________________200milliontouristseveryyear,isdischargedintoanalmoststaticenvironment.Ithasbeencalculatedthatittakes75yearsforacompletechangeofwatertooccurintheMediterranean.TheonlychanneloutintotheAtlanticOceanisattheStraitsofGibraltar,60kilometersinlengthandbetween24and40kilometerswide.Visualoraestheticpollutioncanresultfrominappropriatehotelor8.________________________.SkyscraperhotelsandapartmentblockswerebuiltinlargenumbersaroundtheMediterranean,particularlyinSpain,tosatisfythesudden9.__________________inthe1950sand1960s.ofconcernplusanadditionalresortdevelopmenttourismboomUnplanneddevelopmentofthistypehasblightedthelandscapeandcoastlinesofmanyregions.Whenvisualpollutionintrudesonanotherwisebeautifularea,theatmosphereandcharacterofthatareaarechanged,oftenirreparably.Theattractionofquiet,sceniclocationislostasaresultofincreasingnumbersofvisitors.Historicsiteslosetheir10.___________andmeaningwhencarparks,cafes,andshopsareaddedfortheconvenienceoftourists.appealSpeakingSpeakingNewwordsandexpressions1.inclement2.screwup3.shuttlevan4.picksb.up （天气）险恶的（俚）搞糟，破坏机场内的接送巴士接人5.courtesyvan旅游大巴6.gripe抱怨，发牢骚Directions:Readaloudthefollowingsampledialogueandrole-playitafterwards.Dialogue(A:tourguide;B:check-inattendant)A:Hello,mygrouphasticketsforthe9:30flighttoBeijing.B:OK.Letmesee.Oh,I’mterriblysorrybutitseemstheflighthasbeendelayedduetoinclementweather.A:Areyoukidding?Oh,thisscrewsupallofourplans.B:Yes,itwouldseemthatway.A:Tellme,Miss,whenwilltheplanebereadyfortake-off?B:Well,itcouldbeassoonaswithinafewhours,oraslateastomorrowmorning.Unfortunately,italldependsonMotherNature.A:Hmm…arethereanyotherflightstoBeijingthatwecouldtake?DialogueB:I’msorry.AllflightstonorthChinahavebeengroundeduntilweatherclearsup.However,becausewe’resosorrytocauseyouthisheadache,we’dliketoofferyouaroom,freeofchargeofcourse,attheHolidayInn.A:Isn’titfarfromtheairport?B:No.It’sjustdowntheroad,andyou’llbeabletoatleastputyourfeetupandrelaxuntiltheplanehasbeenclearedfortake-off.A:Well,thatdoessoundnice.(Tothegroup)Attention,everyone,duetobadweather,ourplanetoBeijingwon’ttakeoffontime.WewillhavetotaketheairportshuttletotheHolidayInnforarest.(Tothecheck-inattendant)You’llcontactusassoonastheplaneisready,won’tyou?B:Ofcourse!We’llsendashuttlevantopickyouup.DialogueA:Well,I’llhavetocallthetravelagencyinBeijingandtellthemwe’llbeabitlate.B:I’llcontactthehotel.Inthemeantime,whydon’tyougatheryourluggageandheadtothefrontgatedownstairs?I’llhaveourcourtesyvantakeyoutotheHolidayInn.A:Thankyouforallyourhelp!Yourjobmustseemtoberatherthanklessfromtimetotime.Youprobablyhavealotofangrypassengerscomplainingandgripingrightaboutnow!B:Yes,butitisallpartofthejobdescription!Thanksagainforyourunderstanding,andIpromisetocallyouassoonaspossible.TrafficAccidentCaseStudyCaseStudy2.Ensurethesafetyofalltouristsandcheckforinjuries.1.Reporttothetravelagencythatarrangedthetourassoonaspossible.TrafficAccidentCaseStudy4.Reportthetrafficaccidentandcontactthelocalpoliceforanaccidentreport.3.Ifanyoneisinjured,immediatelycallforemergencyservices(120).CaseStudy6.Reporttheaccidenttothetravelinsurancecompanyandassistwithinsuranceclaims.5.Assisttouristsincommunicatingwithtrafficauthoritiesandensuretheyreceiveappropriatemedicalorlegalassistance.OverviewofWorldHeritages伊朗中国Iran伊朗

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