英语导游证考试面试特殊问题的应变技巧.docx

英语导游证考试面试特殊问题的应变技巧.docx

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英语导游证考试面试特殊问题的应变技巧

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’sadviceagainstdrinkingtheunboiledtabwaterinthehotelroomsandbuyingfoodfromstreetpeddlersisnecessary.

（3）Inchangeableweather,thetourguideshouldoftenannounceweatherforecastsforthenextdaysothatthetouristsmaychoosetodressthemselvesaccordinglyorbringanumbrellawiththeminarainyday.ATdryseason;drinkingmorewaterandeatingmorefruitarealsoadvisable.

12.Atouristsgroupscheduledtoarrivethismorningisrepostedtobedelayedtilltomorrowbeforedinnerandsothetimeofitsstayinthelocalcitywillbeshortendedbyoneandahalfdays.Whatshouldthelocalguidedotocopewiththechange?

（1）Inthiscase,thelocalguidemust,firstofall,notifypeopleconcernedtocancelearlierarrangementsof