Chapter 11 Complaints.ppt

2024/3/6,1,导游英语 视 听 说高等教育出版社出版,2024/3/6,2,Unit Eleven Complaints,Travel in Yunnan 投诉云南导游,教学内容,2024/3/6,3,Part One Know-how for Tour Guides导游实务Aptitude Test for the Tour Guide导游应变能力测试How to help a tourist who breaks his bones?怎样帮助骨折的游客？1.Handling Complaints投诉处理2.Measures Taken to Avoid the Complaints预防投诉的方法3.Expenses of Quitting Travel退团费用,Part Two Listening Comprehension导游听力训练Yuantong(Accommodating)Temple圆通寺Part Three Situational Dialogue情景对话Dali大理Part Four Video for Tourism旅游视频Colorful Yunnan七彩云南,教学内容,教学内容,Part Five Methods of Introduction景点讲解方法 Method of Suspense-Creating Introduction制造悬念法Part Six Introduction to Tourist Sites景点讲解Lijiang Ancient Town丽江古城Part Seven Translation景点翻译Tourist Sites in Yunnan云南旅游景点,Part One:Know-how for Tour Guides,complaint n.投诉；抱怨attitude n.态度；看法ethic n.道德规范；伦理criterion n.标准；规范accumulate v.积累；积聚reestablish v.重建；重塑quit v.离开；辞职refund n.退款；归还,New words,导游实务,Proper NounsKunming Overseas Travel Service昆明海外旅行社,Warming-upExercises,Aptitude Test for the Tour Guide导游应变能力测试,How to help a tourist who breaks his bones?怎样帮助骨折的游客？(1).Watch the video twice and repeat the procedures you have watched.(2).Write down the key words or phrases you have heard.(3).Role play:Mrs.Brown has her left arm broken when he travels in Kunming.Suppose you are the local guide,how can you help him?,导游实务,2024/3/6,9,1.Handling Complaints,The Browns have been waiting for half an hour in the airport,but Miss Lin Yating,the guide from Kunming Overseas Travel Service has not turned up yet.The Browns are unhappy and lodge a complaint against the travel service.How does the guide handle the complaint?,导游实务,1.Listen carefully,and fill in the words or phrases you have heard from the tape.,(1)Miss Lin Yating should have an honest attitude and take responsibilities_.(2)She should do an apology to the Browns,and _ when she does an apology.,for the mistake,smile graciously,(3)She should explain the reason why she is late,and promise to do her best to_.(4)No matter how they respond,the guide should remain calm and listen to the Browns _.(5)In case of a serious complaint,the guide should report to the manager or _for handling the complaint.,improve her service,patiently and respectfully,the person in charge,导游实务,2024/3/6,12,2.Listen again and answer the following questions.,1.How do you think the guide should do an apology to the tourists?The guide should do an apology to tourists,and smile graciously when he does an apology.He should explain the reasons for his faults and promise to do his best to improve his service.He should remain calm and treat tourists patiently and respectfully even when they lose their temper.,2.Do you think it is right for the guide to treat the tourists with different attitudes after he receives complaints?No.The guide should treat tourists the same and offer them the quality service even after he receive the complaints.,导游实务,2024/3/6,14,2.Measures Taken to Avoid the Complaints,Miss Lin Yating is in bad mood because she comes late to meet the Browns in the airport.She is determined to offer better service for them when they travel in Yunnan.How could she improve her guiding service to avoid complaints in the future?,1.Listen carefully,and match the information in column A with that in column B(There are two extra items in column B).,导游实务,2024/3/6,16,Suggestions:,1.She should cultivate her own occupational ethic and act according to the criterion of guiding service.2.She should improve her service quality,accumulate more working experience and perfect her own working skills.3.She should work enthusiastically and move tourists so as to reestablish a good image among the tourists.,2024/3/6,17,4.After she accepts the reception program,she should focus on the details of the travel schedule,and mentally and emotionally prepared for the tour group.5.She should try to cooperate with the national guide or the tour leader to gain his or her support,but should graciously decline the unreasonable requests.,2024/3/6,18,6.She should serve every tourist according to the basic service procedures,but also take into account individual differences,while providing exceptional service.7.She should evaluate the needs of the tourists with respect to their nationality,occupation,age,gender,social status and travel purpose,and provide various services according to their special expectations at different stages of travel.,导游实务,2024/3/6,19,2.Listen again and answer the following questions.,1.Why do you think the guide should have the occupational education?It is necessary for the guides to have the occupational education and training so that they could cultivate her occupational ethic and act according to the criterion of guiding service.,2.How does a guide reestablish a good image after he receives a complaint?He must work more enthusiastically to move tourists.He should serve every tourist according to the basic service procedures,but also take into account the individual differences,while providing exceptional service.He should evaluate the needs of the tourists with respect to their nationality,occupation,age,gender,social status and travel purpose,and provide various services according to their special expectations at different stages of travel.It is a wise choice to cooperate with the national guide or the tour leader to gain his or her support.,导游实务,2024/3/6,21,Additional Tips for Tour Guides,Expenses of Quitting Travel,2024/3/6,22,A guide should offer the following services to the tourists when they want to quit the travel:A guide should first try to dissuade tourists from quitting the travel.Meanwhile he should improve his own guiding service and offer tourists more pleasant travel.,2024/3/6,23,Upon approval of both local travel service and organizing travel service,the guide may reimburse the tourists who quit the travel for personal reasons,and pay the service charges of the items they have not enjoyed yet according to the contract.If the guide is not responsible for the dissatisfactory travel,but tourists insist on quitting the guide should inform them that they are unable to obtain a refund of the service expenses for those items he has not yet enjoyed.,导游实务,2024/3/6,24,Exercise:Decide whether the statements are true or false,If it is true,put“T”in the space provided and“F”if it is false.1._ A guide should keep his dignity and refuse the complaints from the tourists.,2024/3/6,25,2._ A guide should cooperate with the national guide or the tour leader in order to gain his or her support in case of a complaint.,2024/3/6,26,3._ A guide should take into account individual differences to provide exceptional service if he could.,2024/3/6,27,4._ A guide may reimburse the tourists who quit the travel for personal reasons when they want to quit.,2024/3/6,28,5._ If tourists complain they are unable to obtain a refund of the service charge for those items he has not yet enjoyed.,devastate v.毁坏stunning adj.极好的；足以使人晕倒的tame v.驯服,制服monster n.怪物,妖怪,Part B:Listening Comprehension,New words,导游听力,Yuantong(Accommodating)Temple,Proper Nouns Yuantong(Accommodating)Temple圆通寺 Luofeng Hill螺峰山 Butuoluo Temple补陀罗寺 Yuan Tong Sheng Jing(Yuantong Landscape)“圆通胜境”Yuantong Hall圆通宝殿 Sanshen Buddha三身佛,2024/3/6,31,Yuantong(Accommodating)Temple,2024/3/6,32,2024/3/6,33,2024/3/6,34,导游听力,2024/3/6,35,1.Listen carefully,and fill in the blanks with the words or phrases youve just heard.The Browns arrives at the Yuangtong(Accommodating)Temple.It is Buddhist Temple of its largest kind in Kunming,which features Taoism and Tibetan Buddhism.,导游听力,Located in downtown Kunming,the Yuantong Temple is the(1)_ temple in the city.The temple was built at the foot of Luofeng Hill in late 8th(2)_ and first named Butuoluo Temple.But years of war greatly devastated the temple during the 12th century.In 1301 a new one,named Yuantong Temple,was constructed at the(3)_ site.Later it was extended several times during the following dynasties.Famed for its grand architecture and design,the temple was built on a hill(4)_.Standing at the huge archway,inscribed with the characters of Yuan Tong Sheng Jing(Yuantong Landscape)near the gate.,biggest,century,original,slope,Yuantong(Accommodating)Temple,From there,the tourist can get a birds-eye view of the temple as it(5)_ down the slope.A wide path runs along the archway and leads to a huge pool.The surroundings look more like a(6)_ than a temple.In the middle of the pool is an octagonal two-storey pavilion built in the Qing Dynasty.A winding(7)_ along the bank of the pool leads up to the major structure of the templeYuantong Hall.A huge statue of Sanshen Buddha and the two dragons sculpted around the(8)_ are both vivid and stunning.Along the steps leading up to the summit of the hill there is a wealth of stone(9)_ that still remain clear after hundreds of years.,expands,garden,corridor,pillars,inscriptions,导游听力,2.Listen again,and answer the following questions.,1.Which is the biggest temple in the downtown of Kunming?Yuantong Temple is the biggest temple in the downtown of Kunming.,2.When was the Yuantong Temple built?Where is it located?The temple was built at the foot of Luofeng Hill in Kunming in late 8th century.It was named Butuoluo Temple.In 1301 a new one,named Yuantong Temple,was constructed at the original site.,3.What were inscribed on the huge archway of Yuantong Temple?The characters of Yuan Tong Sheng Jing(Yuantong Landscape)were inscribed on the huge archway of Yantong Temple.,4.What is the main hall of Yuantong Temple?What are the most eye-catching sculptures there?Yantong Hall is the main hall.A huge statue of Sanshen Buddha and the two dragons sculpted around the pillars are vivid and most eye-catching.,Part Three:Situational Dialogue,New words,establish v.建立,成立Hospitality n.好客,友善,情景对话,Dali,Proper Nouns Dali大理 Southern Silk Road南丝绸之路 Ancient Dali City大理古城 Yeyu County叶榆县 Dali State大理国 Cangshan Road苍山路“Yang Ren Jie”“洋人街”Bai白族 Three-course Tea三道茶,2024/3/6,44,Ancient Dali City,2024/3/6,45,Emperor Wudi of the Han Dynasty set up Yeyu County as early as in 109,2024/3/6,46,It is famous for its Chinese and Western-style restaurants,Yang Ren Jie,2024/3/6,47,Three-course Tea,2024/3/6,48,The first course of tea taste bitterThe second course is quite sweetThe third course gives you a flavor of aftertaste,2024/3/6,49,When the Bai people offer you the Three-course Tea they will sing and dance to show their hospitality.,情景对话,2024/3/6,