Unit 8 We Can Handle Emergencies and Complaints课件2024-2025学年中职旅游英语视听说外研版

旅游英语视听说 外语教学与研究出版社 Unit 8 We Can Handle Emergencies and Complaints. know how to handle emergencies happening during the trip. handle the tourists’ complaints. After learning this unit, you will be able to: Warming up No burning Caution, vehicle No tossing No touching Have you met any emergency during a trip? Share it with your classmates.   ___________________________________  2. How should a tour guide handle the tourists’ complaints? ___________________________________  Warming up Answer the following questions I approach v. 靠近 sharp adj. 剧烈的 belly n. 肚子 Listening and Speaking II complaint n. 抱怨 satisfactory adj. 令人满意的 replace v. 替换 disappointing adj. 令人扫兴的 mention v. 提及 apologize v. 道歉 Listening and Speaking I Looking After an Ill Traveler Wang Hui is checking the rooms after the visitors have checked into the hotel. He knocks at the Whites’ room and Mrs. White opens the door. Fill in the blanks. 1 Wang Hui: Good afternoon, madam. Are you with your room? Mrs. White: Yes. Everything’s OK, except my husband isn’t feeling too well. Wang Hui: Sorry to hear that. Where’s Mr. White? Mrs. White: He’s here lying on the bed. (Wang Hui follows Mrs. White to __________ the bed.) Wang Hui: Hello, Mr. White. Are you feeling any better? Mr. White: Not yet, I’m feeling even ________ now. Wang Hui: What’s the matter? approach worse Fill in the blanks. 1 Mr. White: I think I’ve got a fever and also a sharp_______ in my belly. Wang Hui: How long have you felt like this? Mrs. White: It’s been about an hour. Wang Hui: Don’t worry, Mr. White, but maybe you should see a doctor. I will ring the hotel to call a taxi to take you to the nearest hospital. Mrs. White: Thanks so much. We really _____________your help. Wang Hui: My pleasure. pain appreciate Choose the best answer. 2 1. Why does Wang Hui knock at the Whites’ room? A. To check the room. B. To give the room card. C. To have a chat. D. To visit Mr. White. 2. What’s wrong with Mr. White? A. He has a fever. B. He has a bad cold. C. He has a stomachache. D. He has a headache. 3. How does Wang Hui help Mr. White? A. Ring the hotel. B. Call a bus. C. Accompany him to see a doctor. D. Ring the travel agency. Role-play the dialogue with your partner. 3 Listening I I Handling Tourist Complaints Wang Hui is making arrangements for the guests’ lunch in the hotel. Choose the best answer. 1 1. What is Mrs. Brown unsatisfied with? A. The soup. B. The waitress’ service. C. The tour guide. D. The hotel. 2.How does Wang Hui handle Mrs. Brown’s complains? A. Tell the chef. B. Tell the manager of the restaurant. C. Tell the waitress. D. Replace it by herself. 3. Which of the following isn’t Mr. Black’s complaint? A. Wang Hui was walking a little too fast. B. Little time was left for the tourists to enjoy the scenery. C. Wang Hui spoke too loud at the scenic sites. D. Wang Hui’s voice was too low at the scenic sites. Fill in the blanks. 2 Wang Hui was making ____________ for the guest’s lunch in the hotel. Mrs. Brown __________ that the food was cold and salty. Mr. Brown complained that Wang Hui __________ a little too fast. Besides, she didn’t speak louder enough at the ______ . Wang Hui ____________ for the mistakes and said that she would pay attention to that. Arrangements complained walked sites Apologized Role-play Make short dialogues according to the given situations. When the tour guide hears the injury of a tourist, he says to report this accident to his company first. His behavior is not right. He should immediately cope with the emergency here, and then report what has happened to his company. When the tour guide hears the injury he says to call 120,(the Chinese medical emergency call) first. His behavior is right, and that shows he is a professional tour guide. On the way of travelling, when some accident happens, the tour guide should first know the real situation and deal with it immediately. If he/she cannot handle it, he/she should call corresponding agency or professional people for help. The guide’s response should be quick, decisive and responsible, for any delay may cause even greater troubles. Situation 1: Suppose you’re a tour guide. Xiao Ming, a tourist, sprains his ankle during the trip. Make a short dialogue with your partner. The dialogue must include: Make short dialogues according to the given situations. 假设你是一名导游。在旅途中游客肖明脚踝骨扭伤了。和同桌编排一个简短对话，对话须包括以下内容： ● Asking questions about the illness and answering; ● Giving some advice on treatment; ● Comforting Xiao Ming. Situation 2: Suppose you’re a tour guide. A foreign tourist has lost her purse.Make a short dialogue with your partner, using the following expressions: 假设你是一名导游。一名外国游客丢了钱包。用下面的表达方式和同桌编排一个简短对话： ● Where did you leave…? ● What does it look like? ● What color is it? ● Could you fill out the form, please? ● We’ll contact you if it is found. Make short dialogues according to the given situations. Situation 3: Suppose you’re a tour guide. A tourist, Mr. Li, tells you that he’s lost his bag. Make a short dialogue with your partner. 假设你是一名导游。游客李先生告诉你他的包丢了。和同桌编排一个简短对话。 Make short dialogues according to the given situations. expectation n. 期望 professional adj. 专业的 vary v. 使多样化 for instance 例如 flat adj. （车胎）没气的 tire n. 轮胎 appreciative adj. 感激的 incident n.（意外）事件 sympathy n. 同情心 resolve v. 解决 establish v. 建立 Reading and Writing Read the following words. Why may the tourists make complaints? 2. What are the main steps to deal with tourists’ complaints? Read the text with these questions in mind Reading and Writing We know that tourists have expectations about travel. They expect people working in a travel agency to be professional, meet their needs and solve their problems. If any of these expectations are not met, they may make complaints. Tourists’ expectations vary depending on their individual needs and wants. For instance, some travelers will be satisfied with certain services, while others are not. Some tourists will understand that a flat tire on a tour bus is common, while others could see it as ruining their whole trip. Some travelers may seem very hard to please, while others are very appreciative of a tour guide’s help. Complaints Whether the complaint is about a simple error or a more serious incident, we should seek to find solutions to meet travelers’ needs. One strategy to handle complaints is as follows: 1. Listen to the customer and gain awareness of the problem. 2. Express concern and sympathy. 3. Take responsibility to resolve the complaint. 4. Follow up to make sure tourists’ satisfaction. Each complaint is an opportunity to improve a tour guide’s work and establish good relations between tourists and tour guides. Complaints Tick out the topic that is not mentioned in the passage. Reading and Writing strategy to handle complaints tourists’ needs and expectations the cause of the tourists’ complaints tourists’ attitude to a tour guide’s service how to improve a tour guide’s work √ √ Choose the best answer. Reading and Writing 1. If the tourists’ expectations are not met, they may ________. A. make complaints B. feel satisfied C. be appreciative of the tour guide’s help D. express concern and sympathy 2. Which of the following is not a suitable way to handle a complaint? A. Listen to tourists. B. Express concern and sympathy. C. Take responsibility to resolve the problem. D. Report it to the travel agency. Choose the best answer. Reading and Writing 3. Which of the following may not be tourists’ expectations about travel agents? A. They should be professional. B. They should meet tourists’ needs. C. They should solve tourists’ problems. D. They should be patient to handle tourists’ complaints. Fill in the blanks. Reading and Writing Tourists’ __________ vary depending on their individual needs and wants. For instance, some travelers will be __________ with certain services, while others are not. Some tourists will understand that a flat tire on a tour bus is __________ ,while others could see it as ruining their whole ______. Some travelers may seem very hard to please, while others are very __________ of a tour guide’s help. Expectations satisfied common trip appreciative Culture Corner What should a tour guide do in an emergency? What should a tour guide do if travelers meet with a traffi c accident? What should a tour guide do in an emergency? The best solution is to adopt effective procedures to minimize (减少) risks to customers and colleagues. If a fire breaks out in a hotel where the tour group is staying, a tour guide should notify (通知) all the group members immediately, and evacuate (撤离) everyone out of the hotel as quickly as possible. Meanwhile, the guide can help tourists protect themselves. Afterwards, remember to deal with any necessary recovery issues. Managing Emergencies If the travelers meet with a traffic accident during a trip, a tour guide should immediately provide first-aid, making the injured as comfortable as possible. Then the guide should call for an ambulance. At the same time he/she should keep the details of the accident scene untouched, and inform the police and the travel agency about how the incident has been handled. Another vehicle should be arranged to take the tour group back to the hotel. The group members should be looked after so that the traffic accident does not ruin their for the rest of the tour. Generally speaking, a tour guide should remain calm, efficient and cooperative in an emergency. Managing Emergencies 1. Everything’s OK, except my husband isn’t feeling too well. 一切还好，就是我丈夫感觉不太舒服。except 意为“除……外”，该句中except后接了一个从句，省略了that。 2. Are you feeling any better? 您感觉好些了吗？该句包括一个比较级的用法，any在这里是副词，修饰形容词比较级better。 3. The food is far from satisfactory. 食物远远不能令人满意。句中far from意为“远远不”，例如：His explanation is far from satisfactory. 他的解释远远不能令人满意。 4. That must have been rather disappointing for you. 那一定令您非常扫兴。句中must + have done结构表示对过去某事的推测。例如：Since the road is wet, it must have rained last night. 路是湿的，昨晚一定下雨了。 $$