上海导游证--英语导游现场考试基础PPT.ppt

上海导游证-英语导游现场考试基础PPT口试环境约四平米的小房间两名考官考生对面有电子屏幕，显示考题全程录音录像讲解部分四要素礼仪得体礼仪得体 身份正确；着装得体；举止自然；真诚自信身份正确；着装得体；举止自然；真诚自信 禁忌：形容猥琐，态度冷漠，言行夸张禁忌：形容猥琐，态度冷漠，言行夸张语言得体语言得体 语音正确；节奏自然；语句连贯；语法规范语音正确；节奏自然；语句连贯；语法规范 禁忌：发音错误，语句错乱禁忌：发音错误，语句错乱内容得体内容得体 要点鲜明；结构完整；组织合理；主题统一要点鲜明；结构完整；组织合理；主题统一 禁忌：文不对题，信息错误禁忌：文不对题，信息错误方式得体方式得体 对象明确；观点正确；速度适中；效果明显对象明确；观点正确；速度适中；效果明显 禁忌：拘泥词句，目中无人禁忌：拘泥词句，目中无人口试程序1.礼貌进场礼貌进场问候考官，随手关门，放好物品问候考官，随手关门，放好物品2.递交文件递交文件上前递交准考证和身份证等上前递交准考证和身份证等3.退后等待退后等待看屏幕核对信息看屏幕核对信息4.考官发出考试指令考官发出考试指令5.概况介绍概况介绍（三分钟左右）（三分钟左右）6.代表景点介绍代表景点介绍（三分钟左右）（三分钟左右）7.其他景区知识问答其他景区知识问答（二分钟左右）（二分钟左右）8.规范问答规范问答（要点回答完毕即可）（要点回答完毕即可）9.应变问答应变问答（要点回答完毕即可）（要点回答完毕即可）10.礼貌退场礼貌退场感谢，带好物品，随手关门感谢，带好物品，随手关门礼仪得体身份正确身份正确导游导游着装得体着装得体工作工作举止自然举止自然投入投入真诚自信真诚自信挺拔挺拔礼貌教养礼貌教养言行言行禁忌：形容猥琐，态度冷漠，言行夸张禁忌：形容猥琐，态度冷漠，言行夸张意义：占一定比例分数，影响整体判断意义：占一定比例分数，影响整体判断语言得体语音正确，发音清晰语音正确，发音清晰节奏适当，语速中等节奏适当，语速中等意群正确，语法规范意群正确，语法规范调整自然，从容组织调整自然，从容组织语气适当，情感适度；语气适当，情感适度；禁忌：发音错误，语句错乱禁忌：发音错误，语句错乱语言要求 语音正确，发音清晰多注意单词的重音和元音多注意单词的重音和元音Pearl Pearl；Buddha;wharf,promenade,swordBuddha;wharf,promenade,swordrenaissance,architecture,Seminarrenaissance,architecture,SeminarMonsoon,Monsoon,注意个别因素如注意个别因素如l l，n n，mm，r r，FreedomFreedom，chrysanthemum,banian,customchrysanthemum,banian,custom注意尾音为辅音时，及时收住气息，避免发出注意尾音为辅音时，及时收住气息，避免发出“呃呃”音音RelicRelic，orchidorchid，Bund;bankBund;bank节奏适当，语速中等。多注意词组的节奏多注意词组的节奏Recreation ground;administration,transportation,Recreation ground;administration,transportation,commerce and recreationcommerce and recreation句子要有明显的开始与结束；注意结构性词组句子要有明显的开始与结束；注意结构性词组的关联的关联It is modeled on a bronze tripod called Ding,with It is modeled on a bronze tripod called Ding,with a round top to symbolize the heaven and a square a round top to symbolize the heaven and a square base representing the earth.base representing the earth.语速三分钟350词左右意群正确，语法规范鼓励自己风格的规范语言鼓励自己风格的规范语言避免明显语法错误避免明显语法错误避免意思表达支离破碎，意群完整避免意思表达支离破碎，意群完整调整自然，从容组织讲错了词，可将包含这个词的词组重新讲；讲错了词，可将包含这个词的词组重新讲；句子顺序错了，可继续讲，适当调整句子顺序句子顺序错了，可继续讲，适当调整句子顺序漏掉句子或词汇，若不影响理解可继续讲；若漏掉句子或词汇，若不影响理解可继续讲；若内容重要可在后面补充内容重要可在后面补充方式得体对象明确游客场合明确景点语气适当，情感适度讲解的声音带情感，喜欢相信你讲的内容讲解的声音带情感，喜欢相信你讲的内容忌夸张、忌沉闷忌夸张、忌沉闷目光交流讲解内容要求要点准确、完整概况：方位、范围、性质、由来、特色、意义概况：方位、范围、性质、由来、特色、意义信息结构合理逻辑性，说完一样在转别的；逻辑性，说完一样在转别的；使用转接表达使用转接表达重点、主题明显主辅分明，主要的一般内容较多、层次较多主辅分明，主要的一般内容较多、层次较多重要的一般慢速解说重要的一般慢速解说有细节有丰采讲解中的信息准确度取决于意义东方明珠高度不应说成东方明珠高度不应说成400400多米；多米；上海人口则可说是上海人口则可说是24002400多万多万信息的存废也取决于意义列举式的信息列举式的信息同义反复的信息，如建筑高度数字与层数同义反复的信息，如建筑高度数字与层数展览馆的展厅面积展览馆的展厅面积vsvs建筑的占地面积建筑的占地面积口试案例景区概况景区概况 豫园景区豫园景区景点讲解景点讲解 内园内园跨景区问答跨景区问答 玉佛寺布局玉佛寺布局业务规范业务规范 小王是一个新导游，旅行社安排他负责一个英国旅游小王是一个新导游，旅行社安排他负责一个英国旅游小王是一个新导游，旅行社安排他负责一个英国旅游小王是一个新导游，旅行社安排他负责一个英国旅游团的地陪工作，请问小王该做些什么准备？团的地陪工作，请问小王该做些什么准备？团的地陪工作，请问小王该做些什么准备？团的地陪工作，请问小王该做些什么准备？业务应变业务应变 你带一新加坡教育界旅游团。团员李女士一早过来对你带一新加坡教育界旅游团。团员李女士一早过来对你带一新加坡教育界旅游团。团员李女士一早过来对你带一新加坡教育界旅游团。团员李女士一早过来对你说，她的护照丢失，你作为地陪如何处理？你说，她的护照丢失，你作为地陪如何处理？你说，她的护照丢失，你作为地陪如何处理？你说，她的护照丢失，你作为地陪如何处理？概况讲解基本要求要点清晰准确要点清晰准确 方位；范围；定位；历史背景；主要景观方位；范围；定位；历史背景；主要景观惯用语言结构熟悉惯用语言结构熟悉 如：如：be located in,covers,be known as,be located in,covers,be known as,逻辑结构符合习惯逻辑结构符合习惯 要点间的关系与顺序合理，方便记忆要点间的关系与顺序合理，方便记忆符合导游词的要求符合导游词的要求 适合口头讲述适合口头讲述内容长度约内容长度约350350词词举例：豫园景区方位：范围：历史背景：建城；成市；保存建城；成市；保存定位：传统文化传统文化主要体现：城隍庙、传统街市、豫园城隍庙、传统街市、豫园景点讲解基本要求突出景点特点明确景点讲解的目的，分析景点特点明确景点讲解的目的，分析景点特点合理安排要点要点完整围绕主题特点要点完整围绕主题特点信息准确、丰富可阐发，但要有根据可阐发，但要有根据讲述有现场感可使用指引性表述可使用指引性表述举例：豫园内园讲解目的：介绍相对独立的庙园景观特点：小而精，道教文化要点：建园建园庙园庙园演变演变钱业公会，供奉城隍钱业公会，供奉城隍布局布局静观大厅为主体，小而精静观大厅为主体，小而精静观静观道教与园林双重意义道教与园林双重意义戏台戏台酬神演戏传统与戏台特点酬神演戏传统与戏台特点各专题知识问答在专题讲解内容中问答内容一般有层次要点，3-5点不等知识问答举例例：例：Q:Briefly introduce the location of Shanghai and its Q:Briefly introduce the location of Shanghai and its geographical features.geographical features.A:A:Shanghai is a coastal city on the western coast of the Pacific Shanghai is a coastal city on the western coast of the Pacific Ocean,in the Ocean,in the midway of Chinamidway of China s coastal lines coastal line.It is at the It is at the estuary of the Yangtze Riverestuary of the Yangtze River.It is a It is a low-lying regionlow-lying region with an average altitude of 4 meters.3 with an average altitude of 4 meters.3 It features a lot of It features a lot of rivers and canalsrivers and canals.Over 20,000 water.Over 20,000 water courses crisscross a land of 6340.5 square kilometers.courses crisscross a land of 6340.5 square kilometers.Q:Q:What are the features of the Exquisite Stone.What are the features of the Exquisite Stone.A:A:This stone is one of the kind of rocks produced in This stone is one of the kind of rocks produced in Taihu LakeTaihu Lake.type.type This rock is 3.3 metersThis rock is 3.3 meters high high and weighs 500 and weighs 500 kilograms.sizekilograms.size It is noted for its It is noted for its slender shape,permeable nature,slender shape,permeable nature,wrinkled surface and 72 holeswrinkled surface and 72 holes.It is said that water.It is said that water poured on top would twirl down through the holes poured on top would twirl down through the holes and smoke from incense sticks burned below would and smoke from incense sticks burned below would coil up through all of them.featurescoil up through all of them.featuresQ:Q:How is the Jade Buddha Temple laid out?How is the Jade Buddha Temple laid out?A:A:要点：要点：风格、方位、功能风格、方位、功能 The temple follows the Sangharama style of the Song Dynasty.The temple follows the Sangharama style of the Song Dynasty.It has the main gate,the Heavenly King Hall,the Grand Hall and It has the main gate,the Heavenly King Hall,the Grand Hall and the Library located on a south-north axis.the Library located on a south-north axis.On the eastern side of the main buildings are minor halls and On the eastern side of the main buildings are minor halls and chambers housing Shanghai Buddhist Association,meditation chambers housing Shanghai Buddhist Association,meditation hall and sermon hall as well as a vegetarian restaurant.hall and sermon hall as well as a vegetarian restaurant.On the western side are another line of halls for Buddhist On the western side are another line of halls for Buddhist activities and shops.activities and shops.At the back of the old premises is a new addition.It is a At the back of the old premises is a new addition.It is a multistoried architecture in traditional style serving as the multistoried architecture in traditional style serving as the offices,lecture halls and guestrooms.The temple covers an area offices,lecture halls and guestrooms.The temple covers an area of 1.3 hectares with over 200 rooms for various functions.of 1.3 hectares with over 200 rooms for various functions.规范服务与应变问答规范服务与应变问答题目以导游服务规范与技能为根据用英语作答按要点答题每题约每题约4-64-6个要点个要点意思表达的准确与清晰老师会根据情况提问老师会根据情况提问What do you mean by What do you mean by 答题建议问题提炼研读案例，提炼出要处理的问题。要注意所给的研读案例，提炼出要处理的问题。要注意所给的条件，找准问题。条件，找准问题。要点组织围绕问题，组织处理的程序要点。注意要点的不围绕问题，组织处理的程序要点。注意要点的不可缺乏性和顺序。可缺乏性和顺序。英语表述选择简单、准确的语言表述每个要点。注意要点选择简单、准确的语言表述每个要点。注意要点清晰，不需要铺陈。清晰，不需要铺陈。备考建议准备内容，熟悉教材相关问题准备内容，熟悉教材相关问题准备语汇，达意即可准备语汇，达意即可例：例：Show upappearfindShow upappearfindLogosignboardplacardLogosignboardplacardAgencycompanyAgencycompanyConfirm Confirm 确认确认Count Count Board the busBoard the busArrivals,departuresArrivals,departuresLobbyLobbyParking lotParking lotTravel planTravel planItineraryItineraryExpenseExpensePrecautionsPrecautionsReceipt couponReceipt couponShow upShow upReport to Report to Hand overHand overRefundRefundPrior to flight timePrior to flight timeEmergences and crisesEmergences and crisesTight scheduleTight scheduleIn advanceIn advanceCourtesy mannerCourtesy mannerFlight numberFlight number Fulfill the contract,comply Fulfill the contract,comply with the contractwith the contract Abide by professional ethicAbide by professional ethic Secure Secure Conduct tripsConduct trips See offSee off Optional tour programOptional tour program Pre-tour workPre-tour work Transportation terminalsTransportation terminals Transfer Transfer On siteOn site Elderly personsElderly persons Physically challenged peoplePhysically challenged people Lost luggageLost luggage Hard-to-please personsHard-to-please persons Escort the groupEscort the group CancelCancel Outdoor activitiesOutdoor activities Make cautionary instructionsMake cautionary instructions Reasonable requestReasonable request Locate missing membersLocate missing members ContactContact Tour leaderTour leader The arrival The arrival The departureThe departure ReviewReview NationalityNationalityTake count of the guestsTake count of the guestsGet a head count of Get a head count of Be consistent withBe consistent withAssist Assist CheckCheckAssembleAssembleFlight delaysFlight delaysReconfirmReconfirmHotel amenitiesHotel amenitiesImplementImplement an upset stomach an upset stomachSpecial dietary needsSpecial dietary needsNotify in advanceNotify in advanceAdditional expenses Additional expenses incurredincurredDecline politelyDecline politelyIs not authorized to make Is not authorized to make the changethe changeExtra expensesExtra expensesInform the staffInform the staffMake arrangement for Make arrangement for cancelling mealscancelling mealsApply remediesApply remediesProlong/extend a stayProlong/extend a stayApprove Approve Shorten the length of stayShorten the length of staySkip Skip 业务复习提示案例案例案例案例 小王是一个新导游，旅行社安排他负责一个英国旅游小王是一个新导游，旅行社安排他负责一个英国旅游小王是一个新导游，旅行社安排他负责一个英国旅游小王是一个新导游，旅行社安排他负责一个英国旅游团的地陪工作，请问小王该做些什么准备？团的地陪工作，请问小王该做些什么准备？团的地陪工作，请问小王该做些什么准备？团的地陪工作，请问小王该做些什么准备？问题提炼问题提炼问题提炼问题提炼 地陪的准备地陪的准备地陪的准备地陪的准备要点组织要点组织要点组织要点组织 熟悉旅游计划、核实接待事宜、制定旅游日程、准备熟悉旅游计划、核实接待事宜、制定旅游日程、准备熟悉旅游计划、核实接待事宜、制定旅游日程、准备熟悉旅游计划、核实接待事宜、制定旅游日程、准备景点知识、准备所需用品、调整心理状态景点知识、准备所需用品、调整心理状态景点知识、准备所需用品、调整心理状态景点知识、准备所需用品、调整心理状态英语表述英语表述英语表述英语表述 Study the travel plan and get to know the Study the travel plan and get to know the guests and the itineraryguests and the itinerary Check out the services and facilities included in Check out the services and facilities included in the planthe plan Work out a workable itineraryWork out a workable itinerary Get familiar with the attractionsGet familiar with the attractions Pack the kit with some documents,IC card,Pack the kit with some documents,IC card,notebook,some cash,etc.notebook,some cash,etc.Get psychologically prepared.Get psychologically prepared.案例：小周作为全陪带着游客到达虹桥机场，案例：小周作为全陪带着游客到达虹桥机场，但没有发现地陪前来接团。小周该如何做？但没有发现地陪前来接团。小周该如何做？问题提炼问题提炼 地陪漏接地陪漏接要点组织要点组织 首先设法联系地陪和接待社、带客人到安全地方等候，首先设法联系地陪和接待社、带客人到安全地方等候，并致歉、找车带客入住酒店、费用责任人承担、做好并致歉、找车带客入住酒店、费用责任人承担、做好记录记录英语表述英语表述 National guide try to reach the local guide and the National guide try to reach the local guide and the local agencylocal agency Guide guest to a proper place to wait and apologize Guide guest to a proper place to wait and apologize for the inconveniencefor the inconvenience Hire coach to the designated hotelHire coach to the designated hotel The expenses incurred are on the person The expenses incurred are on the person responsibleresponsible Keep a recordKeep a record案例：案例：案例：案例：导游小李得到通知，今晚导游小李得到通知，今晚导游小李得到通知，今晚导游小李得到通知，今晚7 7点要他到机场接一个加拿大的旅点要他到机场接一个加拿大的旅点要他到机场接一个加拿大的旅点要他到机场接一个加拿大的旅游团，司机已经在机场了，要他自己赶到机场。请问小周到游团，司机已经在机场了，要他自己赶到机场。请问小周到游团，司机已经在机场了，要他自己赶到机场。请问小周到游团，司机已经在机场了，要他自己赶到机场。请问小周到达机场后要做些什么？达机场后要做些什么？达机场后要做些什么？达机场后要做些什么？问题提炼问题提炼 在机场的联络与接机在机场的联络与接机要点组织要点组织 确认时间、联系司机，确认停车地点和告知活动安排、确认确认时间、联系司机，确认停车地点和告知活动安排、确认到达时间、准备接机牌，出口接机、接到后确认团队和行李、到达时间、准备接机牌，出口接机、接到后确认团队和行李、引导客人上车引导客人上车英语表述英语表述Check the arrival time of the guestsCheck the arrival time of the guestsArrive at the airport 30 minutes in advanceArrive at the airport 30 minutes in advanceFind the driver and check the parking place and tell the Find the driver and check the parking place and tell the driver about the itinerarydriver about the itineraryCheck the arrival time again and the luggagemanCheck the arrival time again and the luggagemanGreet the groupGreet the groupCheck the tour number and the group and the luggageCheck the tour number and the group and the luggageGuide the guests to the coach and help them get Guide the guests to the coach and help them get aboardaboard例：例：小周是上海的地陪，他接待的美国旅游团刚刚到达，领小周是上海的地陪，他接待的美国旅游团刚刚到达，领小周是上海的地陪，他接待的美国旅游团刚刚到达，领小周是上海的地陪，他接待的美国旅游团刚刚到达，领队告诉他一位游客的行李没有找到。小周应该做什么？队告诉他一位游客的行李没有找到。小周应该做什么？队告诉他一位游客的行李没有找到。小周应该做什么？队告诉他一位游客的行李没有找到。小周应该做什么？问题提炼：问题提炼：入境首站行李丢失入境首站行李丢失入境首站行李丢失入境首站行李丢失要点组织（程序）要点组织（程序）带领失主办理失物登记带领失主办理失物登记带领失主办理失物登记带领失主办理失物登记和认领手续。和认领手续。留下联系方式留下联系方式留下联系方式留下联系方式，同时，同时记下记下记下记下失物处电话号码及联系人失物处电话号码及联系人失物处电话号码及联系人失物处电话号码及联系人。保持联系，了解查找结果保持联系，了解查找结果保持联系，了解查找结果保持联系，了解查找结果 协助客人协助客人协助客人协助客人购置生活必需品购置生活必需品购置生活必需品购置生活必需品。离开当地时离开当地时离开当地时离开当地时，应，应帮助失主帮助失主帮助失主帮助失主将联系电话将联系电话转告航空转告航空转告航空转告航空公司有关部门公司有关部门公司有关部门公司有关部门。若行李确系丢失，若行李确系丢失，协助协助协助协助失主向有关航空公司失主向有关航空公司索赔索赔索赔索赔。英语表达：英语表达：Report to the lost-and-found office and leave a phone number for Report to the lost-and-found office and leave a phone number for further contactfurther contact Get down the address and phone number of the airline office and Get down the address and phone number of the airline office and the name of the person in chargethe name of the person in charge Keep contact with the person concerned for information about the Keep contact with the person concerned for information about the luggageluggage Help the guest buying some items for daily use Help the guest buying some items for daily use When the guest moves to the next destination,notify the lost and When the guest moves to the next destination,notify the lost and found of this case.found of this case.Help the guest to file a claim against the airline companyHelp the guest to file a claim against the airline company案例案例 你刚接到一个旅游团并引导他们上车。请现在向客人致欢迎辞。你刚接到一个旅游团并引导他们上车。请现在向客人致欢迎辞。问题提炼问题提炼 车上致欢迎词车上致欢迎词要点组织要点组织 招呼、自我介绍、司机介绍、热情态度、其他招呼、自我介绍、司机介绍、热情态度、其他英语表述英语表述 Good morning,ladies and gentlemen!Welcome to Shanghai!My Good morning,ladies and gentlemen!Welcome to Shanghai!My name is Oscar.I am from CITS.I have been a tourist guide for 8 name is Oscar.I am from CITS.I have been a tourist guide for 8 years and I will be your guide for the next two days.This is Mr.years and I will be your guide for the next two days.This is Mr.Chen,our driver.He will take us around the city in this coach.Mr Chen,our driver.He will take us around the city in this coach.Mr Chen and I will do our best to make your visit to Shanghai a Chen and I will do our best to make your visit to Shanghai a pleasant experience.I hope you will enjoy your stay in this pleasant experience.I hope you will enjoy your stay in this beautiful city.If you experience any difficulties,please donbeautiful city.If you experience any difficulties,please don t t hesitate to let us know.We are always ready to offer our service hesitate to let us know.We are always ready to offer our service to you.Let work together to create an enjoyable trip in to you.Let work together to create an enjoyable trip in Shanghai.Thank you!Shanghai.Thank you!Now we are heading for our hotel in the center of the city.The Now we are heading for our hotel in the center of the city.The trip will take about 30 minutes.Please be relaxed and I would trip will take about 30 minutes.Please be relaxed and I would like to give you a brief introduction of the city we are going to like to give you a brief introduction of the city we