旅游英语sightseeing

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,*,*,Tour Guide Service,Unit 1,Study target,知识目标：学习处理投诉、行李丧失、客人生病或迷路等紧急事件的常用表达。,技能目标：掌握处理投诉、行李丧失、客人生病或迷路等紧急事件的常用表达。,能力目标：通过本单元的学习，能较好地处理客人的投诉，帮助客人处理行李丧失、生病或迷路等紧急事件。,Section 1 Discussing the Itinerary,Warm up,The key sentences of making a travel schedule:,a.Shall we go over the local itinerary,b.Shall we leave for sightseeing at 8:30 a.m tomorrow morning,c.I will meet you in the lobby at 8:30 a.m tomorrow morning.,Warm up,The key sentences of making a travel schedule:,d.Ill try to fit the park in.,e.Its already on the list.,f.If you have any special request,please let me know.,g.Am I making myself clear,Listening Practice,The first scenic spot,The second scenic spot,The third scenic spot,Specials of the Grand View garden,The place that guests have their lunch,The time that guests set off,Dialogue Study,P145146,Dialogue 1,Dialogue 2,Role Play,Situation 1,:,Barbara is an American,Now she is talking to a travel agent on the phone to get information about the packaged in the city.,Situation 2,:,Mrs.Black ia at a travel agency,asking about the two-day weekend trip to Lushan Mountain.,Section 2 On the Way to the Scenic Spot,Warm up,If you are a local tour escort,what should you talk with the tourists on the way to the scenic spot,Dialogue Study,P153154,Dialogue 1,Dialogue 2,Role Play,Suppose you are a tour guide in Guilin.After meeting an American tour group at the Sheraton Hotel,you give some general information to them on the way to the Yangshuo Town.,Section 3 Handling Problems and Emergencies,Warm up,Why is handling problems quite important for the tourism industry,What can we do to calm down the clients complaints,Emergency,What seems to be the problem,How unfortunate!But dont worry.,Ill make an emergency call at once.,Just lean on me and Ill help you to the first-aid post.,Are you feeling better now,Emergency,Shall I take to the clinic,Ill put a bandage around your injured hand now.,Catch that life buoy!,Take my hand!Ill pull you out!,Please tell me what your daughter looks like.,Emergency,We will page your son throughout the park right now.,Leave through that exit!,It is temporary power outage.Please keep calm and stay where you are.,Complaints,Would you please sit down and tell me the details,Im really sorry for having caused you so much trouble.,We will try our best to solve the problem to your satisfaction.,Im afraid theres some misunderstanding.,The manager will attend to your complaint personally.,Complaints,Ill contact you before 4 p.m.,I am willing to compensate you for it.,Please be patient and Ill surely give you a satisfying solution.,I assure you this kind of slip-up will never occur again.,How would you like to solve the dispute,Lost and found,Would you fill out the lost property form,Make sure youve written everything clearly.,Could you describe your handbag a little bit,Would you wait for a moment before the police come,Watch video,Dialogue Study,(P162),Dialogue A,:Calling the First Aid Center,Dialogue B,:At the Lost and Found Desk,Role Play,Situation 1:Harry couldnt find one of his bags when he was showed to his room.He is very anxious and then asking the tour guide for help.,Situation 2:Sarah has spent all day visiting the Lijiang.But she feels unwell after she has gone back to the hotel.Her tour guide notices that and is talking with her.,Section 4 Handling Tourists Complaints,Warm up,Do you know in which ways can guests make complaints during travelling,What are the principles of handling complaints as a tour guide,What are the procedures of handling guests complaints,Watch Video,Questions:,1.What are they talking about,2.How was Johns vacation Why,Key Words Study,1.()调停；斡旋 a.adopt the right attitude,2.()发脾气 b.mediate,3.()缓和；平息 c.genuine,4.()真诚的 d.defuse,5.()采取正确的态度 e.sort out the problem,6.()解决问题 f.lose ones temper,Conversation,The following two conversations are between a customer and a tour guide at hotel while making complaints:,Dialogue A,Dialogue B,Role Play,Situation 1:Peter is a visitor from England,now he is not satisfied with the itinerary arranged by the travel agency,so he is talking to the tour guide,asking if it is possible to change the itinerary a little bit.,Situation 2:A tourist is complaining to his tour guide about the messy room he has been assigned.,