Role Play
Situation 1: Harry couldn’t find one of his bags when he was showed to his room. He is very anxious and then asking the tour guide for help.
Listening Practice
The first scenic spot The second scenic spot The third scenic spot Specials of the Grand View garden The place that guests have their
lunch The time that guests set off
Dialogue Study
P145—146 Dialogue 1 Dialogue 2
Role Play
Situation 1: Barbara is an American, Now she is talking to a travel agent on the phone to get information about the packaged in the city.
What are the procedures of handling guest’s complaints?
Watch Video
Questions: 1. What are they
talking about ? 2. How was John’s
vacation? Why?
Key Words Study
like.
Emergency
We will page your son throughout the park right now.
Leave through that exit! It is temporary power outage. Please keep
calm and stay whereபைடு நூலகம்you are.
Situation 2: Sarah has spent all day visiting the Lijiang. But she feels unwell after she has gone back to the hotel. Her tour guide notices that and is talking with her.
Section 3 Handling Problems and Emergencies
Warm up
Why is handling problems quite important for the tourism industry?
What can we do to calm down the clients’ complaints?
Section 4 Handling Tourists’ Complaints
Warm up
Do you know in which ways can guests make complaints during travelling?
What are the principles of handling complaints as a tour guide?
Role Play
Suppose you are a tour guide in Guilin. After meeting an American tour group at the Sheraton Hotel, you give some general information to them on the way to the Yangshuo Town.
1. ( ) 调停；斡旋 attitude
2. ( ) 发脾气 3. ( ) 缓和；平息 4. ( ) 真诚的 5. ( ) 采取正确的态度 6. ( ) 解决问题
a. adopt the right
b. mediate c. genuine d. defuse e. sort out the problem f. lose one’s temper
Complaints
Would you please sit down and tell me the details?
I’m really sorry for having caused you so much trouble.
We will try our best to solve the problem to your satisfaction.
If you are a local tour escort,what should you talk with the tourists on the way to the scenic spot?
Dialogue Study
（P153—154） Dialogue 1 Dialogue 2
first-aid post. Are you feeling better now?
Emergency
Shall I take to the clinic? I’ll put a bandage around your injured
hand now. Catch that life buoy! Take my hand! I’ll pull you out! Please tell me what your daughter looks
Section 1 Discussing the Itinerary
Warm up
The key sentences of making a travel schedule:
a. Shall we go over the local itinerary?
b. Shall we leave for sightseeing at 8:30 a.m tomorrow morning?
Situation 2: Mrs. Black ia at a travel agency, asking about the two-day weekend trip to Lushan Mountain.
Section 2 On the Way to the Scenic Spot
Warm up
旅游英语sightseeing
Study target
➢ 知识目标：学习处理投诉、行李丢失、客 人生病或迷路等紧急事件的常用表达 。
➢ 技能目标：掌握处理投诉、行李丢失、客 人生病或迷路等紧急事件的常用表达。
➢ 能力目标：通过本单元的学习，能较好地 处理客人的投诉，帮助客人处理行李丢失、 生病或迷路等紧急事件。
I’m afraid there’s some misunderstanding. The manager will attend to your complaint
personally.
Complaints
I’ll contact you before 4 p.m. I am willing to compensate you for it. Please be patient and I’ll surely give you
Emergency
What seems to be the problem? How unfortunate! But don’t worry. I’ll make an emergency call at once. Just lean on me and I’ll help you to the
a satisfying solution. I assure you this kind of slip-up will
never occur again. How would you like to solve the dispute?
Lost and found
Would you fill out the lost property form? Make sure you’ve written everything
c. I will meet you in the lobby at 8:30 a.m tomorrow morning.
Warm up
The key sentences of making a travel schedule: d. I’ll try to fit the park in. e. It’s already on the list. f. If you have any special request, please let me know. g. Am I making myself clear?
Conversation
The following two conversations are between a customer and a tour guide at hotel while making complaints: Dialogue A Dialogue B
携手共进，齐创精品工程
clearly. Could you describe your handbag a little
bit? Would you wait for a moment before the
police come?
Watch video
Dialogue Study
(P162) Dialogue A : Calling the First Aid Center Dialogue B: At the Lost and Found Desk
Thank You
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