Tourism EnglishUNIT 9

Part I Lecture Time Assigned

PART

MODULESCONTENTS

STUDIEDPERIOD

S

I Text A Problems a

nd Emergencies

1

II Text B Entertainment and Sh

opping0-5

III Listening Checking -out 0.5

IV Practical Writing How to write a

complaining letter0.5

V 　　

Consolidation

Speaking

1 Reading Writing

VI. Case Problems 0.5

Total Six PartsListening

speakingReadingWriting

4

Lecture time assigned ( Text A )

Warm up Attributes for a good tour guide cases analysis and hints Simulated dialogues Role play homework

Learning Objectives Grasp the new words and expressions Understand the importance of safety Learn the basic qualities of a good tour guide for

tackling the emergencies and problems Get to know how to guarantee the safety of the

tourists and their valuables Be able to deal with the emergencies in simulated

dialogue

Warm up

What are the prerequisites for becoming a tour guide?

What are the tour guide’s principle duties ? What should a tour guide do before meeting

guests? What categories can the tour commentary

divide into?

The Importance of Safety

Importance: The safety of guests is a tour guide’s first priorit

y.

Reasons:　---Unpredictable　accidents

sudden weather changes a car break down, and special medical conditions,

Hurricane

Flood

Rainstorm

Snowstorm

Car Crash

Results--Guests,　travel　agency,　country

dramatically upset and distress tourists, affecting smooth running of the tour procedure, generating a disaster. threaten the status of a travel agency or even the

public image of a country.

Attributes to enhance safety-- Recognition, Prevention, Reaction, handling

1.Recognition　of a potential emergency situation. read the emergency procedures manual that has been designed

to give guidelines in the event of emergency or other incidents. should by all means adhere to strict safety procedures on each

trip . Any negligence may bring disasters.

Attributes to enhance safety-- Recognition, Prevention, Reaction, handling

2. Prevention of an emergency situation. Take necessary prevention measures and explain explici

tly to the guests. Make sure guests are clear about itinerary of the whole

day, places to visit, the time for assembling, and the tour guide’s phone number.

Take a roll call or a count before transferring guests to

the next destination.

Attributes to enhance safety-- Recognition, Prevention, Reaction, handling

3.　Reaction　to　an　emergency　situation. Respond promptly 4. Ability　to　handle emergency situations. Cope with it appropriately.

Typical cases and hints

Case: Relocate a Lost Tourist when a tourist is reported missi

ng during a tour . Q: What should a tour guide do if a tourist is missing? What should a tour guide do if a tourist is found? What should the rest tourists do if a tourist is missing?

Hints --attributes, locate, care,

Hints: attributes: react in a calm and reasonable manner . Locate　the　position: immediate efforts will be made to locate the tourist in the scenic

spot or any other location where he/she gets lost. Keep contact with the front desk of the hotel, and ask the staff to

notify you if the lost guest shows up in the hotel. Take　care　of　others should take care of others while you trying to find the missing

tourist.

Hints（ scenic spot, travel agency, police, count)

Get　assistance In the event that the lost guest can’t be found for quite a while, as

k the administration service in a scenic spot for help. If he/she remains unfound, report it to your travel agency seek help from the nearest police station with a detailed descript

ion of the tourist, including name, age, hair color, eye color, a approximate weight and height, and what he. She is wearing.

Take a roll call or a count before transferring guests to the next destination.

HINTS(apologize, comfort, prevention, report)

After　finding　the　tourist the guide must apologize sincerely to him/her if the guide is to be blamed for

the accident. he tour guide should strive to comfort him/her instead of putting the blame on

him./her. Tell him./her and other tourists how to avoid getting strayed. write a report in case a severe accident occurs, giving a detailed description o

f the whole course of the incident. 　　　Prevention Take necessary prevention measures and explain explicitly to the guests. Make sure guests are clear about itinerary of the whole day, places to visit, th

e time for assembling, and the tour guide’s phone number.

Case and hints Case Traveler’s Diarrhea Q: What should a tour guide do if a tourist has a diarrhea? How to prevent diarrhea?

Reasons:

Changes in climate and time zone, long hours of sightseeing, disruption of eating habits

　　　

HINTS(designated restaurant, watch, replace)

Dine: To dine only in the restaurant designated by the local tourism authority, instea

d of unlicensed snack bars or road side stands, which may not offer hygienically prepared food. Note also that to consume only food or beverage of reputable brands.

Watch what you eat to reduce the possibilities of being affected. Food poisoning can also occur if there has been improper handling of food or drink by kitchen or serving personnel.

food cooked right in front of you, or freshly cooked from the restaurant’s kitchen.

If you have any doubt about the safety of the food, require the restaurant to replace it.

Hints--special tourists, water

Special　tourists: Be vigilant of travelers that are likely to be

much out in the sun. When swimming in the sea/ocean they are losing

body heat and can become dehydrated. Remind them to consume bottled water, soup .

keeping an adequate consumption of liquids.

Case and Hints Case: Property Security What should a tour guide do if the tourist lost some personal items?

Lost/stolen items

personal items, valuables, passports

Results

Results:

---- inconvenience or payouts

　　 ---- ruin a vacation.

Hints -- Tour Guide

Give luggage security warnings constantly. Should avoid keeping important certificates for

his guests.

Hints for guests(---belongings, luggage )

Belongings: Never leave their belongings unguarded in hustling and

bustling venues. Examine personal items to see what they have left

behind every time before leaving for a location. Luggage: Take luggage count and carry on the handing over

procedure very scrupulously.

Hints for guests(----documents, door/windows )

Documents: Guests should have the documents securely plac

ed on the bottom of a day pack while sightseeing. Keep it in front of him/her.Door　and　windows: Keep the door and windows closed as soon as th

e passengers disembark the bus.

Hints for guests(money, valuables, camera)

Money: No showing off money in public makes a tourist less of

a target. Keep the money to the skin. Valuables: Keep valuable in a safety deposit box at your hotel

instead of leaving them in your room. They should take them to the shower with them . Sleep on top of them.

Hints ---camera

Camera: Keep camera equipment in a day pack and carry it with

you everywhere. In any questionable situation, wear it in front of you!

This includes crowded bus stations, in queues in a scenic spot, or even strolling down the street in theft-prone cities.

Lock the camera equipment inside of your rucksack when it cannot be seen or easily stolen.

相机

In Conclusion Precautionary　measures preventing, preparing for, and responding to emergencies and

uncertainties for safety of tourists protecting tourists from being cheated and harassed or crimes

against tourists. Safety: Whether the tour can go smoothly and safety is what the guide

should take into account first and foremost. Thereby, it’s guide’ main task to be available to maintain the necessary safety of guests and ensure their well-being so as to guarantee the operation of high quality, wonderful journey and an incident-free trip.

Language points 1.To nip things in the bud to enhance security so as to guarantee customer service , a guide needs

to possess the following attributes:__,__,__ and___. 2. As a tour guide you need to read the _____ that has been designed to give guidelines in the event

of ___ other __. 3.Below are some typical emergency cases a guide may ___ and a couple of ____ in solving them. 4.In the event that lost guests can’t be found for quite a while, ask the ____ in a scenic spot for help. 5. If it’s the guest’s fault , after he has been founded, the tour guide should strive to ___ him/her

instead of ___ on him/her. 6. Take necessary ___ and explain ___ to the guests. 7.Make sure the guests are clear about ____ of the whole day,___ to visit, and the time for ____, and

the tour guide’s ____. 8.Changes in ____ and ____ ,____ , _____, and so on can easily enhance the possibility of getting

sick. 9.To dine only in the restaurant ____ by the local ____, instead of ___ or ___. 10.Preventionary measures must be taken for ___, ___, and ____ to emergencies and uncertainties

for safety of tourists as well as protecting tourists from being __ and ___ or ___ against tourists.

Questions for Discussion What kind of unpredictable accidents can arise during the tour? In order to enhance tourists’ security, what attributes should a

guide have at least? Can food poison be avoidable? Is there any effective measures to secure guests’ property? When the guest’s property is robbed, where can the guest ask for

help? How to find the missing guest? What advise should the tour guide give to the tourists when

shopping? Should the tour guide keep the valuables for the tourists? How to keep the valuables for the tourists?

Part III. Listening

　　　　　　Learning　ObjectivesLearning　Objectives

1.Study　the　Words　And　Proper　Names.　2.　Be　able　to　　find　the　missing　personal　items3.Listen　To　Dialogue　　And　Answer　The　Questions　　　　Listed　After　The　Dialogue4.Make　Pair　Task　　　

The Dialogue and Its Recording

NextSlide

Dialogue 1 Recoding

Dialogue 1 Borrow a Deposit Box

What does the guest want to borrow? How to get a deposit box in the hotel? Why does the clerk need passport if the guest want a deposit

box? When can the guest pick things up?

Answer the questions.

KEYS

Dialogue 2 Recoding

Dialogue 2 Lost and Found

(H: housekeeper, G: guest) C: ____ . What can I do for you? G: Yes. I’m Victoria from room ___.I just ____ and found I lost one of my _ __.I think maybe I lost it at the

___ . C: I’m sorry to hear that, ___. I hope that we’ll be able to find your ___.Could you please tell me what the

suitcase ___ and what’s in it? G: All right. It was a ___ one whose brand is __. It’s about ___ centimeters in length and ___ centimeters in

width. There is a ___, two books, and some ____,such as ___, ___, and some___. C: Have you already ___for it? G: Oh, no, not yet. C: Please don’t___. We’ll do ___ that we can do to find your suitcase. G: It’s very___ of you. I will __ you back as soon as possible no matter whether we find it. G: Hello, this is ___ speaking. C: Good afternoon, Ms. Victoria, we found your suitcase. The front desk ___ saw it and ___ it in to the _____

and ____. G: Oh, ___! I’m so ___ your help ! C: Shall I ___ your suitcase now? G: ____! I’ll wait for you in my room. C: Ms. Victoria, this is your suitcase. Please have a ___ at it.

Fill in the blanks KEYS

Additional Reading It’s not safe and inappropriate to put your valuables in guest room. The door may be

opened at any time. On the one hand, you many forget to lock the door when you leave. On the other hand, the front desk may give you your key card to others by mistake. So don’t leave money or valuables in a hotel room. Most hotels offer a safety deposit box service. You should ensure that you have adequate insurance coverage before leaving home. Do remember if you have something important and valuable , put them in the safety-deposit box.

However, it’s still not absolutely safe to use safety-deposit box. You should take good care of the key to it. Generally speaking, the safety-deposit box can be opened by your key and the master key at the front desk. If you lose the key you have to refund the charge for damaging it. You must remember the cipher codes if the box is lock by them. You may pick your things up at anytime, but please remember to take all your belongings away when you check out.

Role play

1.Situation. Mr. Lincoln lost his camera at the hotel. The

tour guide helps him find it in the lost and found at the hotel.

2.Situation Mr. Lincoln was lost at the Summer Palace.

The tour guide made a call the nearest police station .

New words and expression Emergency rucksack: canvas bag Distress : cause to trouble precautionary Attribute harass: trouble, worry Negligence guarantee By all means foremost Adhere to beverage Relocate safety deposit box The administration service in a scenic spot Comfort queue: line of people waiting for their turn Blame on :fix on sb for do sth. wrong hustling and bustling venues Take a roll call/count show off Designate : appoint to uncertainties Be Vigilant of :watchful Dehydrate Scrupulously: paying great attention to do something

Homework I

1.Review the text . 2.Preview Text B . 3. Make a dialogue about dealing with

emergencies and problems.

Homework II Case　Problems

What should be done if tourists ask the guide to take them to the places of entertainment that are considered illegal in China?

What should the guide do if asked to help choose a painting or calligraphy?

How should the guide help tourists choose curios and antiques?

What should be done if a tourist asks the guide to go shopping with him during the breaks of the trip?

Have a nice class!Have a nice class!

Thank You !Thank You !