25/1/261导游英语视听说高等教育出版社出版25/1/262UnitElevenComplaintsTravelinYunnan投诉—云南导游教学内容25/1/263•PartOneKnow-howforTourGuides导游实务•AptitudeTestfortheTourGuide导游应变能力测试•Howtohelpatouristwhobreakshisbones?怎样帮助骨折的游客？•1.HandlingComplaints投诉处理•2.MeasuresTakentoAvoidtheComplaints预防投诉的方法•3.ExpensesofQuittingTravel退团费用•PartTwoListeningComprehension导游听力训练•Yuantong(Accommodating)Temple圆通寺•PartThreeSituationalDialogue情景对话•Dali大理•PartFourVideoforTourism旅游视频•ColorfulYunnan七彩云南教学内容教学内容•PartFiveMethodsofIntroduction景点讲解方法•MethodofSuspense-CreatingIntroduction制造悬念法•PartSixIntroductiontoTouristSites景点讲解•LijiangAncientTown丽江古城•PartSevenTranslation景点翻译•TouristSitesinYunnan云南旅游景点PartOne:Know-howforTourGuides•complaintn.投诉；抱怨•attituden.态度；看法•ethicn.道德规范；伦理•criterionn.标准；规范•accumulatev.积累；积聚•reestablishv.重建；重塑•quitv.离开；辞职•refundn.退款；归还Newwords导游实务ProperNounsKunmingOverseasTravelService昆明海外旅行社Warming-upExercisesAptitudeTestfortheTourGuide导游应变能力测试•Howtohelpatouristwhobreakshisbones?怎样帮助骨折的游客？•(1).Watchthevideotwiceandrepeattheproceduresyouhavewatched.•(2).Writedownthekeywordsorphrasesyouhaveheard.•(3).Roleplay:Mrs.BrownhasherleftarmbrokenwhenhetravelsinKunming.Supposeyouarethelocalguide,howcanyouhelphim?导游实务25/1/2691.HandlingComplaintsTheBrown’shavebeenwaitingforhalfanhourintheairport,butMissLinYating,theguidefromKunmingOverseasTravelServicehasnotturnedupyet.TheBrown’sareunhappyandlodgeacomplaintagainstthetravelservice.Howdoestheguidehandlethecomplaint?导游实务1.Listencarefully,andfillinthewordsorphrasesyouhaveheardfromthetape.•(1)MissLinYatingshouldhaveanhonestattitudeandtakeresponsibilities___________.•(2)SheshoulddoanapologytotheBrown’s,and______________________whenshedoesanapology.forthemistakesmilegraciously•(3)Sheshouldexplainthereasonwhysheislate,andpromisetodoh...
