导游服务礼仪电子教案（模块七）.docx

淄博职业学院 导游服务英语课教学方案教师：王迎新序号7授课时间授课班级P12旅游班上课地点南区C811教学单元 名称Module Seven Farewell课时2教学目标专业能力Learn about the welcome speech方法能力Collect information and discuss社会能力Own a ability of dealing with problems目标群体Tourism management教学环境Recording material and pictures教学方法Case teachingdiscuss and situation and listening时间 安排教学过程设计Lead-in （5 分钟）Bidding farewell to guests marks the end of a tour guide's service. Wherever it is arranged to be, it is of equal importance to the greetings and should be conducted with sincerity. If anything undesirable happens at the last minute, it may ruin the entire experience of a tour. Therefore, a qualified tour guide should be thoughtful and enthusiastic throughout his service and try to make the farewell impressive and everlasting.Basic Procedure （5 分钟）1. Review the trip of the group and give your thanks to the tourists for their cooperation.2. Express your friendliness to the tourists and your reluctance an regret to separate with them.3. Invite suggestions and opinions from the tourists.4. Offer apologies to the tourists if things on the tour were not going smoothly or if the tourists are not satisfied with the service they have received.5. Express your good wishes to the tourists.hospitable. I love these mystery landscapes and its culture(吸弓I) me so much. I would like to come again.A: I'm so happy that you have enjoyed your stay in China.B: Thank you for your thoughtful(安排)during our stay in China, Miss Wang.A: It's been a great pleasure for me to be your guide. I hope to see you again in the future.B: Me, too. Keep in touch with me.A: OK. Don't forget to share your happy experience with your friends and families.B: Oh, it's time to board the plane. Bye.A: See you. I hope you have a safe and happy journey home.IL A: Dear friends, time flies and your(旅行)to China is drawing to an end.B: What a(美好的时光)！ I really don't want to let it go.A: You made my(3)(导游工作)easy and enjoyable.B: We were well looked after, thanks a lot.A: It's my(4)(职责).I'm glad to be your guide during your stay these days. I hope in the future you can come back and visit more places so that your discovery will be more(完 整)and colorful.B: Sure! Thank you very much.4. Translate the following sentences into Chinese.(1) The current trip is drawing to a close.(2) I hope you can revisit China and I will be your guide again.(3) Have you enjoyed your stay here?(4) The plane will leave in 30 minutes.(5) I'm sorry you can't stay a little longer.5. Translate the following sentences into English.路上保重！这是我的一点心意，希望您喜欢。(3)您对中国印象如何？(4)我很高兴这些天做您的导游。再见，万事如意。6. Fill in the blanks according to the context.A： Excuse me, sir. Before you leave, we'd like to (1)this present as a souvenir of Hebei Province, China.B: Thank you very much.A: Fm glad that you like it. Now, first of all, in exchange for (2) passes, baggage handing at the (3) time .(After a while)B: Here are your boarding pass, and these are your baggage checks.A: Thanks a lot.B: The flight (4) at 10:40 a.m. and arrives at New York at 1:20 p.m. the local time. The passenger who needs to have drugs should put the (5)to their boot to follow.教学 反馈（注：单元格可合并、拆分）Part 1. SpeakingFarewell/ Situational dialogue 1 Farewell at the Last Dinner in ChinaScene: Li Ming, the tour guide, is going to make a farewell speech and a briefing on the departure arrangement for the group after their last dinner in China.(L: Liming, the tour guide S: Smith, the tour leader)S: Attention, please. Miss Li has something to say. Let's listen carefully.L: Ladies and gentlemen,Your tour in China is drawing to a close. When I first met you eleven days ago, we were strangers. Now we are friends. As an old Chinese saying says: "There is no banquet without ending' Thank you for your concern to my guide work. Thank you for your interest in China. Now rd like to tell about tomorrow's departure arrangement. First, we will count the luggage. Please place your checked luggage in front to your rooms by 7:00 tomorrow morning. The bellboy will collect them for you. Second, the morning call service has been at 6:15. The breakfast will be provided from 7:00 to 7:30 at the western restaurant of the second floor. And the tour coach will leave for the airport at 7:45 tomorrow morning. I hope everyone will be in the coach by that time. Third, if you have any RMB with you, you can convert them back into US dollars at the bank at the airport. Considering we are leaving early tomorrow morning, I suggest that you check out for your incidentals tonight instead of tomorrow morning. Please be prepared to pay for the overnight luggage. Please do not take any prohibited goods like knives and scissors on yourselves. You know, the airline is very strict on overweight luggage and security check. You don't need to fill in any custom declaration forms if you have nothing to declare. The last but not least, please make sure that you have your passport and air ticket with you no hand. If you have any questions, please ask me. Thank you again. Hope you have a happy journey home. And we shall be happy to meet you again./ Situational dialogue 2 Farewell at the AirportScene: The tour guide Li Ming from ABC Travel Agency is receiving Mr. and Mrs. Smith from Shanghai at the railway station.(L: Liming, the tour guide T: tour leader)L: Here we are at the airport. Would you please wait for me for a few seconds? I am going to get the boarding passes and luggage claim cards for you!T: OK, take your time.(The guide comes back.)L: Thank you for waiting. Here are your tickets, boarding passes and luggage claim cards. Please check them.T: Thank you very much.L: Well, you have to pay the airport construction fee before you go through the security -check. It's over there.T.: I see. Til be back right away.(The tour leader comes back.)L: Shall we go for the security-check now?T: OK. Let's go.L: Here we are. These are the airport security personnel. Please produce your receipt for the airport construction fee.T: Yes, here you are.L: Now please get your plane ticket, group visa and boarding pass ready.T: Thank you for your help.L: It's my pleasure. Have a wonderful time in Guangzhou.Training: Make a dialogue according to the following situationTask: Make a farewell speech to a Canadian tour group that has just finished their 20-days trip in China.Part 2. The Remarks of Tour GuideFarewell SpeechNotes:欢送词是导游与客人的告别语，是导游语言服务的终曲，一般由称谓、正文和结语三部分 构成，应该包括以下内容：1 .表达依依惜别之情，感谢客人给予你宝贵的带团机会，并感谢客人的合作及给予你的支 持和理解。2 .请游客对导游服务提成宝贵意见，便于以后改进服务质量。3 .对行程中的服务不足之处表示道歉。4 .表示对游客家人的问候并预祝下一行程顺利。Farewell speechesILadies and gentlemen,The time has gone so quickly and your trip to China is drawing to a close. An old Chinese saying says:” There is no banquet without ending." It's a pity that you cannot stay in our country any longer.Allow me, then, to make this opportunity to say something by way of a farewell. At first, I wish to thank you all for your cooperation and support you have given us in the past several days. You have kept good time during the whole procession, which made things go smoothly for us. You have been very attentive when we had anything to tell you. Meanwhile, you also have given us suggestions on how to better our service in time.Then, I would like to tell you that it's my honor to be your guide during your stay in China. I have had the opportunity to meet you and we have spent a lot of time together. I do hope you have enjoyed your time here. We have tried our best to make you comfortable and pleasant in China. If there is an opportunity for you to come here again, please feel free to call on us.A couple of days ago, we met as strangers, but today, we say goodbye to each other as friends. There is an saying: "A good friend from afar brings a distant land closer. I hope you'll share your happy memories of the trip with your friends and families when you go back to your country. I'm looking forward to seeing you again in the future.Thank you for your cooperation and support again. Have a good journey!IILadies and gentlemen,I'm very sorry that you are leaving. On behalf of my travel service and my Chinese colleagues, I wish to take this opportunity to express my heart-felt thank and bid farewell t our dear friends.As an old Chinese saying says:" There is no banquet without ending.I must say that I really enjoyed being with you and your group is the best group I have ever had. I thank you for your patience and friendliness, which has made my work easier and has enabled me to learn many things about your country and people. Some of you have been teaching me English; some of you have been talking to me about your culture and your ways of life. You have made me a better tour guide, and I thank you all for that.I also appreciate your cooperation and your understanding, which has made the trip a special pleasure and a success for my part.A few days ago, we met as strangers, but today, we are departing as new friends. I shall always cherish the happy memories of our delightful friends and our trip together. I believe that the growing contacts will bring the people of our two countries closer and promote peace and harmony in the world.Tourism is a young and growing industry in China. We have been making great efforts to improve our travel service. Things will be much better next time when you come here. We look forward to seeing you again.I wish you a pleasant journey back home. Thank you.Useful SentencesL Publish a farewell speechTime flies and your trip to China is drawing to an end.时间真快，你们这次中国之行就要结束了。 Now, you're leaving Guangzhou for Paris full of memories of places you've visited. 现在,你彳门艮明各 带着满满的回忆离开广州飞往巴黎。The current trip is drawing to a close,近期的旅行已经接近尾声。We've visited many magnificent places.我们去过很多宏伟的地方。II. The tour guide's feelingYou made my guiding work easy and enjoyable.你们的配合使我的导游工作顺利、很愉快。 I will always ke叩the memories when we were together.我将永远珍藏我们一起相处的这段美好 的日子。 T hope you can revisit China and I will be your guide again.我希望您能再来中国旅行，我还能做 您的导游。 Fm glad to be your guide during your stay these days.我很高兴这些天做您的导游。IIL Come Again If you come to our city again, please look us up.如果您再来我们的城市,请联系我们。 I will miss you! You are welcome to come again.我会想您的，欢迎下次再来！ I hope in the future you can come back an visit more places so that your discovery will be more complete and colorful.我希望不久的将来，您能再来游览更多的地方，这样您将会有更完整和丰 富多彩的发现。IV. Say the blessing Have a good flight, sir.祝您飞行顺利,先生。 Good bye, all the best.再见，万事如意。 When seeing you off, we express deep regret, and wish you a pleasant journey.，怀着眷恋难舍的 情为您送行，祝您一路顺风。 A safe landing in the US.祝您平安到达美国。旅行小贴士外币旅行支票是指境内商业银行代售的，由境外银行或专门金融机构印制，以发行机构作 为最终付款人，以可自由兑换货币作为计价结算货币，有固定面额的票据。境内居民在购买时, 须本人在支票上签名，兑换时，只需再次签名即可。旅行支票主要特点有：L旅行支票很像现 金，具有良好的流动性、永久有效且无使用时间限制，如果用不完，可以留着下次再用，或支 付一定费用换回现钞。同时，旅行支票即使丢了也不用担心，只要凭护照和购买合约去指定机 构办理挂失手续，即可得到新的旅行支票。2.旅行支票的购买和使用，手续费低廉，仅需支付 (以国内为例)0.75%的手续费；在美国甚至是免费的。(3)旅行支票的使用不像信用卡受到通 讯状况制约。(4)旅行支票具有多币种选择，避免了兑换产生的汇率损失。总之，旅行支票发 展成熟，在方便性、安全性等方面具有非常显著的优势，可作“有卡族”有意的补充。目前，全球通行的旅行支票品种有美国运通(American express)> Visa以及通济隆、万事 达卡、花旗等品牌，而印有中行字样的上述旅行支票能够在世界各地800余家旅行支票代兑行 兑换，或在各国的大商铺和宾馆饭店直接使用。其中，美国运通旅行支票在中国大陆2000多家 银行营业网可以买到，合作银行包括工行、中行、建行、光大、中信、交通，建议购买前先做 电话查询。和现金一样，旅行支票也有不同票面。以美元支票为例，分20元、50元、100元、500元、 1000元。除最为常用的美元旅行支票外，客户还可根据需要在中行上海市分行买到欧元、英镑、 日元、澳元等币种的旅行支票，避免了兑换当地货币所带来的的不必要的汇率损失。其中，美 国运通旅行支票目前在中国大陆发行有美元、欧元、加元、澳元、日元等7种币别及20多种面 额。Part 3. Supplementary ReadingBefore the departure of tour group, the local guide should check the plane tickets, boat tickets, or train tickets for the tour group. And he or she should check the name and code of tour group, number of the group, the name of national guide, where the group is going, the flight/ train number, the departure time. And then check the time in the tour plan, the schedule of transport, time on the ticket. Inquire when and where to leave, and check if the flight is normal. If there is any change, inform the travel service in the next destination so that the group will travel smoothly. If the group is leaving China, confirm the plane tickets 72 hours in advance.Notes to the Text1. Check the time in the tour plan, the schedule of transport, time on the ticket.核实计划表时间、时 刻表的时间、票面的时间。2. If there is any change, inform the travel service in the next destination so that the group will travel smoothly.如果交通有变动，立刻通知下一站接待方，妥善处理各项的衔接工作。3. f the group is leaving China, confirm the plane tickets 72 hours in advance.若是出境团I队，应在 72 小时前和领队确认机票。Part 4. WritingCompose a Farewell SpeechNotes:写作技巧提示：欢送词是导游接待工作的尾声，是对行程的小结。这时导游与游客已经熟 悉甚至成为朋友。如果说“欢迎词”给游客留下美好和深刻的第一印象是重要的，那么，在送 别时致好的“欢送词”，将会给游客留下的印象是持久和众生难忘的。“欢送词”除要有好的文 采外，更要有感情包含其中。规范的“欢送词”应包含5个要素：表示惜别、感谢合作、小结旅游、征求意见、期盼重 逢。表示惜别是指在欢送词中应含有对分别的惋惜留恋之情，讲此内容时不可嬉皮笑脸，以免 留下人走茶凉的印象。感谢合作是指感谢游客在旅游过程中对导游工作的支持、合作、帮助和谅解。小结旅游是指与游客一起回忆一下这段时间所游览的项目或参加的活动等，帮助游客加深 印象，将感官的认识上升到理性的认识。征求意见是询问游客在导游过程中我们还存在着哪些不足，希望大家批评指正，以便下次 接待能让游客更加满意。期盼重逢时要表达对游客的情谊，希望能再次为游客服务。SimpleSituation: A tour group from Canada will go back home after their visit. Miss Li Xiao, a local guide from China International Travel Service, is delivering a farewell speech to the tourists on behalf of China International Travel Service.Ladies and gentlemen,Times flies so quickly and your visit to Shandong province is drawing to a close. Before your leaving, I would like to say a few words. First thanks everybody in the group for having been very co-operative, friendly, understanding and punctual. As your tour guide, I feel pretty appreciated.I hope you enjoyed your visiting here, and I am sure next time you will be more enjoyable when you come again.This is the beginning of our friendship; we believe it will last forever. I am looking forward to seeing you again in the near future. Thank you again for explaining in tourism of my support and help, and if there be any inadequacies, criticism please!Welcome to Shandong province again.Bye-bye.Part 5. Social EtiquetteEtiquette of ComplimentApparently the commendation is to praise a person7s superior quality, the outstanding ability, the splendid work, the appearance, the clothing and personal adornments as well as good personal qualities. In fact, it is of important meaning to preserve and promote the interpersonal relationships. The people have a kind of mental disposition to listen to the praise words more or less. Appropriate praise will win the goodwill of the other side, carry on the human relations smoothly and will make the interpersonal relationships harmonious.There are many big differences between function, way, object and restriction factor and so on due to the impact of a specific culture. Compared with Chinese, the western people pay more attention to the praising, and are willing to listen to other people's compl