Chapter11Complaints课件电子教案幻灯片.ppt
2023/1/91导游英语导游英语 第二版第二版高等教育出版社出版高等教育出版社出版 2023/1/92Unit Eleven Complaints Travel in Yunnan 投诉投诉云南导游云南导游教学内容教学内容2023/1/93Part A Know-how for Tour Guides导游实务导游实务1.Handling Complaints投诉处理投诉处理2.Measures Taken to Avoid the Complaints预防投诉的方法预防投诉的方法3.Expenses of Quitting Travel退团退团费用费用Part B Listening Comprehension导导游听力训练游听力训练Yuantong(Accommodating)Temple圆通寺圆通寺教学内容教学内容Part C Situational Dialogue情景对情景对话话Dali大理大理Part D Methods of Introduction景景点讲解方法点讲解方法 Method of Suspense-Creating Introduction制造悬念法制造悬念法教学内容教学内容Part E Introduction to Tourist Sites景点讲解景点讲解Lijiang Ancient Town丽江古城丽江古城Part F Tourism Culture旅游文化旅游文化Chinese Painting中国画中国画 Part G Translation景点翻译景点翻译Tourist Sites in Yunnan云云南南旅旅游游景景点点Part A:Know-how for Tour Guidescomplaint n.投诉；抱怨投诉；抱怨attitude n.态度；看法态度；看法ethic n.道德规范；伦理道德规范；伦理criterion n.标准；规范标准；规范accumulate v.积累；积聚积累；积聚reestablish v.重建；重塑重建；重塑quit v.离开；辞职离开；辞职refund n.退款；归还退款；归还New words导游实务导游实务Proper Nouns Kunming Overseas Travel Service昆明海外旅行社昆明海外旅行社导游实务导游实务2023/1/981.Handling Complaints The Browns have been waiting for The Browns have been waiting for half an hour in the airport,but Miss half an hour in the airport,but Miss Lin Yating,the guide from Kunming Lin Yating,the guide from Kunming Overseas Travel Service has not turned Overseas Travel Service has not turned up yet.The Browns are unhappy and up yet.The Browns are unhappy and lodge a complaint against the travel lodge a complaint against the travel service.How does the guide handle the service.How does the guide handle the complaint?complaint?导游实务导游实务1.Listen carefully,and fill in the words or phrases you have heard.(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导游实务导游实务2023/1/9112.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.导游实务导游实务2023/1/9132.Measures Taken to Avoid the Complaints Miss Lin Yating is in bad mood Miss Lin Yating is in bad mood because she comes late to meet the because she comes late to meet the Browns in the airport.She is Browns in the airport.She is determined to offer better service for determined to offer better service for them when they travel in Yunnan.them when they travel in Yunnan.How could she improve her guiding How could she improve her guiding service to avoid complaints in the service to avoid complaints in the future?future?1.focus on2.vigorously prepared for3.try to cooperate with4.take into account 5.provide various servicesA.the tour groupB.the individual differencesC.the details of the travel scheduleD.more working experienceE.occupational ethicF.at different stages of travelG.the national guide or the tour leaderColumn AColumn B1.Listen carefully,and match the information in column A with that in column B(There are two extra items in column B).导游实务导游实务2023/1/915Suggestions: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.2023/1/9164.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.2023/1/9176.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.导游实务导游实务2023/1/9182.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.导游实务导游实务2023/1/920Additional Tips for Tour GuidesExpenses of Quitting Travel2023/1/921 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.2023/1/922Upon 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.导游实务导游实务2023/1/923Exercise:Decide whether the statements are true or falseIf 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.2023/1/9242._ 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.2023/1/9253._ A guide should take into account individual differences to provide exceptional service if he could.2023/1/9264._ A guide may reimburse the tourists who quit the travel for personal reasons when they want to quit.2023/1/9275._ If tourists complain they are unable to obtain a refund of the service charge for those items he has not yet enjoyed.devastate v.毁坏毁坏stunning adj.极好的；足以极好的；足以使人晕倒的使人晕倒的tame v.驯服驯服,制服制服monster n.怪物怪物,妖怪妖怪Part B:Listening ComprehensionNew words导游听力导游听力Yuantong(Accommodating)Temple Proper Nouns Yuantong(Accommodating)Temple圆通寺圆通寺 Luofeng Hill螺峰山螺峰山 Butuoluo Temple补陀罗寺补陀罗寺 Yuan Tong Sheng Jing(Yuantong Landscape)“圆通胜境圆通胜境”Yuantong Hall圆通宝殿圆通宝殿 Sanshen Buddha三身佛三身佛2023/1/930Yuantong(Accommodating)Temple2023/1/9312023/1/9322023/1/933导游听力导游听力2023/1/9341.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.expandsgardencorridorpillars inscriptions 导游听力导游听力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 C:Situational Dialogue New wordsestablish v.建立建立,成立成立Hospitality n.好客好客,友善友善情景对话情景对话DaliProper Nouns Dali大理大理 Southern Silk Road南丝绸之路南丝绸之路 Ancient Dali City大理古城大理古城 Yeyu County叶榆县叶榆县 Dali State大理国大理国 Cangshan Road苍山路苍山路“Yang Ren Jie”“洋人街洋人街”Bai白族白族 Three-course Tea三道茶三道茶2023/1/9432023/1/944Emperor Wudi of the Han Dynasty set up Yeyu County as early as in 1092023/1/945It is famous for its Chinese and Western-style restaurants2023/1/9462023/1/947The first course of tea taste bitterThe second course is quite sweetThe third course gives you a flavor of aftertaste2023/1/948When the Bai people offer you the Three-course Tea they will sing and dance to show their hospitality.情景对话情景对话2023/1/949 Useful Expressions for a dialogue1）这条线路比较随意这条线路比较随意，花费也不多。，花费也不多。The itinerary is more flexible and the cost is low.2)你们随时可以来你们随时可以来报名，我们随时都可以组报名，我们随时都可以组团。团。You may come and register any time and a tour group can be formed at any time.2023/1/9503）不过，）不过，话又说回来了话又说回来了，这里要是不像春天一，这里要是不像春天一样漂亮，样漂亮，又怎能叫又怎能叫“春城春城”呢呢？But back to the point,how could it be named“the Spring City”if it werent as beautiful as spring?4)你不是一向不喜欢人多的地方吗？现在也你不是一向不喜欢人多的地方吗？现在也开始开始凑热闹了。凑热闹了。Dont you usually prefer to avoid crowds?Now youre starting to like hanging out with the crowd.2023/1/951Dali is an ancient town 380 kilometers Dali is an ancient town 380 kilometers from Kunming.It is the only gateway from Kunming.It is the only gateway through which the Southern Silk Road through which the Southern Silk Road used to pass from southwest China to used to pass from southwest China to India.Now the Browns are walking India.Now the Browns are walking around the Ancient Dali City.around the Ancient Dali City.Dali情景对话情景对话情景对话情景对话1.Listen to the dialogue,and 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._ Dali State was was destroyed by Emperor Kubla Khan in 1255.Since then,the capital of Yunnan Province moved from Dali to Kunming.2._Cangshan Road,also called“Yang Ren Jie”,literally means foreigners street.It is famous for its Chinese and western-style gardens.3._The first course of Three-course Tea tastes bitter,but the second course is quite sweet.And the third course gives you a flavor of aftertaste.4._Life is just like drinking the Three-course Tea.If you work hard when you are young,you will harvest a sweet fruit in the end;you will recall the life experiences when you are old.5._To drink Chinese tea is likely to“drink”Chinese culture.情景对话情景对话 2.Divide the class into groups,and do the dialogue.Pay attention to your body language.景点讲解景点讲解2023/1/956Part D Methods of IntroductionMethod of Suspense-Creating Introduction制造悬念法制造悬念法2023/1/957A guide may suspend(暂暂 停停)his introduction suddenly to excite tourists curiosity(好好奇奇心心)when he explains the key point of a tourist site.It is one of the most effective(有有效效的的)ways to catch their attention,and inspire them to participate in(参参与与)discussions to seek the answer.If they fail to come up with it,the guide then could help them find the way out and resolve the riddle(谜谜).There are many ways to create the suspense while taking tourists around of places of interest.The guide may create the suspense in his introduction using the Method of Question-and-answer Introduction,the Method of Section-by-section Introduction,the Method of Combining Facts and Figments,and many more.情景对话情景对话2023/1/958 Take the Ancient Lijiang City for an example.When they enter the ancient city tourists will see a city without a city wall.What a surprise!Tourists may wonder why an ancient city was founded with a city wall.The guide may suspend his introduction of the entrance to the ancient city while he creates the suspense(悬悬念念)here.Later he may take a chance to explain the reason when he introduces its history.By this way he successfully creates the suspense,which will certainly arouse(引引 起起)their attention and interest in the layout of the ancient city,as well as stimulate(激激发发)their enthusiasm(热热情情)to seek the truth.2023/1/959 To understand why a city was built without a city wall in Lijiang tourists have to understand the form and meaning of Chinese character“Mu”(“木木”)and“Kun”(“困困”).Actually,Lijiang had been under the reign of the hereditary(世袭的世袭的)Mu family for more than 500 years.When the character“Mu”(represents the governor of Lijiang)is put into a frame(represents the city wall),you have the character“Kun”,which means“siege”(“围困围困”)or“trap”(“陷阱陷阱”).This would mean that the governor Mu and their descendants would always be trapped like a rat in a hole.Because of this symbolism(象征象征),no city wall was built in the Ancient Lijiang City.The layout of the entrance to the Ancient Lijiang City expresses the sentiment(情感情感)or attitude of the local people towards the reign of the Mu family at that time.景点讲解景点讲解radiate v.辐射；发光辐射；发光breccia n.角砾岩角砾岩,
