(
课件网) Unit 5 Emergency Handling and Seeing off the TourGroup Activity 1 Handling Complaints and Mergencies part i warm-up: related strategies Group Discussion What should a tour guide do when a tourist’s baggage gets lost within China’s territory part i warm-up: study tips 1. Ask the porter, it may be placed on a wrong floor or in a wrong room. Once you found it, sent to the tourist’s room at once; 2. If the baggage is lost on the way to or from the airport, contact the travel service for assistance. part i warm-up: study tips 3. If the baggage eventually can’t be found, the tour guide should explain to the tourist what may have happen, offer apologies to him or her and claim for compensation in accordance with the international practice. 4. Try to console the tourist who has lost the baggage and help him or her solve the difficulties caused by the loss. Part II Toolbox: Situation I II. Sample Dialogue 1. Guangzhou Tower: 广州塔（小蛮腰） 2. The Folk Culture Village in Shenzhen 深圳民族文化村 3. Splendid China in Shenzhen 深圳锦绣中华 Part II Toolbox: Situation I II. Sample Dialogue 3. Splendid China in Shenzhen: 深圳锦绣中华 4. New Yuanming Palace in Zhuhai: 珠海新圆 明园 5. go through the customs to 过关前往（某地） Extensive Oral Exercises 1. While on the way to a scenic spot, one guest suddenly faints away on the bus. Family members think it’s heart attack. As a local guide, how do you handle it 2. In case it’s late to catch the plane, what will you do about it Extensive Oral Exercises 1. While on the way to a scenic spot, one guest suddenly faints away on the bus. Family members think it’s heart attack. As a local guide, how do you handle it (a)If it’s really a heart attack, let the patient lie down on his back with a pad beneath his head. Let his family members help him with his own reserved medicine to ease the effect of ccurrence; Extensive Oral Exercises (b) Call the ambulance right away to send the patient to the nearest hospital; (c) Inform the travel agency to send another guide for assistance; (d) While receiving emergency treatment in hospital, his family members or relatives should be together with the patient; Extensive Oral Exercises (e) Local guide should go and see the patient regularly and help him to get separated individual visa, to check out the hospital, to go through necessary procedures and to get tickets for him to go back his country at last; (f) Let other tourists in the group continue their trip. Extensive Oral Exercises 2. In case it’s late to catch the plane, what will you do about it (a) Immediately report it to leaders of your agency and related departments to seek for assistance; (b) Contact with the airport to arrange guests to go as early as possible; Extensive Oral Exercises (c) Stabilizing the sentiments of tourists by good arrangements of meals, accommodations and sightseeing; (d) Inform the next city immediately and adjust the itinerary ap ... ...
