旅游突發(fā)事件與預防

1、L/O/G/O第三節(jié)第三節(jié)旅游突發(fā)事件處理與預防旅游突發(fā)事件處理與預防第五章旅游故障及其處理教學目的教學目的 掌握常見的旅游突發(fā)事件 掌握處理和預防突發(fā)事件的方法一、旅游者患病、死亡問題處理與預防一、旅游者患病、死亡問題處理與預防 （一）患病的預防和處1患病的預防1）熟悉計劃，研究團隊情況來安排游覽行程2）安排路線，勞逸結合，有張有弛-項目安排不過于緊湊，體力大的項目不集中安排，晚間活動不過長。3）提醒注意飲食和飲水衛(wèi)生4）做好i天氣預報和行程預報。2患一般疾病的處理1）勸其就醫(yī)多休息2）關心病情-飯店聯(lián)系用餐或者安排送餐3）如果就醫(yī)說明相關費用需要患者自理4）嚴謹擅自導游員給患者用藥3患重病

2、處理1）旅途中：就地搶救-求助交通工具上醫(yī)生，通知下一站急救中心和旅行社準備搶救2）前往景點途中：就近送醫(yī)院（120）-同時通知旅行社請求指示和派人協(xié)助。3）下榻飯店:A酒店醫(yī)生搶救-就近醫(yī)院原則上全陪、領隊、患者親友護送患者到醫(yī)院搶救 B如是國際急救組織投保者-提醒領隊即使與該組織代理機構組織 C搶救中導游要求領隊或患者親友在場，詳細記錄患者患病前后癥狀和治療情況-及時向地接社和組團社匯報 D或者提醒領隊及時通知親友不在身邊的那些患者的親屬-如是外籍人士要通知所在國使館或者領館-親屬如感到導游要協(xié)助解決生活之事-如沒有親屬一切按照領館書面書面指示辦理。 E地陪繼續(xù)組織團隊按照原來行程游覽觀光

3、全陪視情況決定是否留在醫(yī)院 F患者好轉，仍然住院，旅行社領隊與導游要經(jīng)常探望，若不能隨團出境，地陪幫助辦理簽證分離和簽證延長手續(xù)以及出院訂購機票事宜。 G費用-由患者和患者親屬自理，住院時候未實現(xiàn)的旅游服務由其回到居住地與報名參游旅行社交涉，旅行社按照合同履約4.對旅游者突發(fā)狀況急救處理1）暈車（船、機）提醒-不要過飽、半小時前服藥安排-盡量前排比較穩(wěn)定位置指導-旅游者盡量靠近椅靠，減輕頭部晃動，或者使用風油精長途旅行中導游可以請乘務員協(xié)助2）中暑勞逸結合-避免長期在驕陽下活動置患者于陰涼通風處，平躺，解開衣領，放松褲帶，冷水或酒精擦身，讓其喝含鹽飲料，服用必要的防暑藥物，緩解后讓靜臥休息。-

4、嚴重的立刻就醫(yī)3）骨折就醫(yī)A止血B包扎C上夾板4）心臟病猝發(fā)平躺，頭略高-由患者親屬或者領隊或其他旅游者從口袋中找備用藥物找醫(yī)生：地陪就地找醫(yī)生前來治療，病情穩(wěn)定送醫(yī)院切忌抬或背著去醫(yī)院5）蟲蛇咬傷蝎和蜂蜇傷處理-拔出毒刺-吸出毒汁-肥皂水或蘇打水或3%氨水洗敷傷口蛇-傷處5-10厘米處帶子捆住，不要阻礙血液循環(huán)。清晰傷處用刀片切半公分切口切口與肌體縱向平行，吸毒，送醫(yī)。 （二）因病死亡處理 重大故障-立刻報告旅行社 按照旅行社指示配合公安和民政做好善后工作 外國者-駐華使館領館請求聯(lián)系親屬， 穩(wěn)定其他游客情緒，繼續(xù)做好接待工作二、旅游安全事故處理與預防二、旅游安全事故處理與預防 旅游安全事故

5、-交通事故、治安事故、火災、食物中毒。 （一）交通事故 1立刻搶救-110、120，搶救并送就近醫(yī)院 2保護現(xiàn)場立刻保安 3迅速向旅行社報告 4做好安撫工作 5寫出書面報告-詳細準確清楚-和領隊聯(lián)名報告 6提醒司機，阻止司機 （二）治安事故 壞人行兇、詐騙、偷竊、搶劫 導游員在保證自身安全情況下，盡力保護旅游者，絕對不能置身事外，不能臨陣脫逃 1保護旅游者人身財產安全 2立刻報警 3及時向社里報告 4安定情緒 5寫出書面報告 6協(xié)助領導做好善后工作 如何有效防止治安事故發(fā)生 1提醒游客注意自身安全意識 2建議旅游者將貴重物品放在飯店保險柜 3提醒客人不要將貴重物品留車內，提醒客人司機鎖好車門窗

6、 4旅游活動中觀察周圍發(fā)現(xiàn)可疑情況及時提醒 5旅行車行程中不讓無關人員上車，不讓司機隨便停車帶人 （三）火災事故 提醒不攜帶易燃易爆品，不隨地扔煙頭和火種。行李不夾帶危險品運輸 導游員應該1熟悉所住酒店逃生口安全轉移路線、向客人要介紹設施 2牢記火警電話（119）掌握領隊和旅游者所住房間號碼 發(fā)生火災時候，導游應該 1報警 2通知領隊和全團旅游者 3配合酒店聽從指揮迅速通過安全扣疏散旅游者 4引導大家自救1）不跳樓不搭電梯2）就地打滾滅掉身上火苗3）浸濕的被子裹身體穿過濃煙，貼近地面順墻爬行4）大火封門用浸濕的被子堵塞門等待救援5）搖動色彩鮮艷義衣物呼喚救援人員 5協(xié)助處理善后事宜 （四）食物

7、中毒 A發(fā)生中毒事故后1.催吐-喝水排泄緩解毒性2.送醫(yī)，出具證明3報告旅行社追究供餐餐廳責任 B預防1指定餐廳就餐2提醒客人不去小攤上購買飲料和食物3注意用餐時候飯菜質量，如果不衛(wèi)生要求更換，要求餐廳負責人出面道歉，必要時候匯報旅行社4海鮮和水產提醒有所節(jié)制，事先介紹食用方法三、旅游交通故障處理與預防三、旅游交通故障處理與預防 航班延誤、列車晚點、堵車、車輛拋錨、交通事故交通故障 （一）航空、鐵路等交通運輸部門造成的交通故障1屬于突發(fā)性故障2飛機-A了解具體情況告訴領隊和旅游者，報告旅行社B講清集合地點旅游者自由活動，提醒記住航班3列車-A根據(jù)具體情況重新安排活動或在車站等候，涉及用餐又地接

8、社就近安排就餐。B原則上不安排景點，如果有門票游覽，事先說明。 （二）道路交通擁堵造成交通故障1城市間移動-高速-全陪向下站地陪通報和聯(lián)系，同時向旅行者說明，安排車內娛樂活動緩解情緒，堵塞解除后及時通知下一站2前往景點-高速-地陪及時報告地接社，餐廳和目的地景點-組織娛樂活動活躍氣氛3送團去機場-高速-根據(jù)實際情況迅速決定-與航空和地接社聯(lián)系協(xié)商應急方案，-提醒司機安全4市內觀光-城區(qū)道路-司機改道-向旅游者說明情況以免誤解，如果無法改道只能向旅游者說明情況，取得諒解 （三）車輛故障造成交通故障 1旅游過程中發(fā)生故障，地接社聯(lián)系盡快換車，同時說明情況，誠懇道歉必要時候物質補償 2A市內郊區(qū)或景

9、區(qū)，在安全情況下安排游客下車在近處安全地帶活動.B高速上，不可下車，時間長情況下組織娛樂活動 3一旦有機械故障，都需要換車，消除安全隱患。 1安排觀光線路必須考慮當?shù)亟煌ㄇ闆r，參考司機意見，規(guī)避高峰，減少行車時間，盡量使得游客把時間用在觀光游覽上 2上團前，提醒司機檢查車輛杜絕有問題車上路，提醒司機經(jīng)常檢查，不要把問題暴露在游客 3第一排盡量不要坐客人，安排導游席，耐心解釋不理解的四、自然災害的處理與預防四、自然災害的處理與預防 1以人為本的理念 2根據(jù)不同地形和災害特點，采取適當?shù)膽獙Υ胧M量減少損失。泥石流洪水-高處、海邊湖邊水災-遠離海湖撤離、雷災-撤離空曠和水邊，不要使用手機、臺風-

10、避開高層建筑廣告牌和高大樹木 3搜尋召集游客，導游和游客始終在一起 4傷者時候，110，120和地接社求救 5對災情寫出證明，善后事宜ContentsClick to add title in here Click to add title in here Click to add title in here 4Click to add title in here 123ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to add title in

11、here Hot Tip How do I incorporate my logo to a slide that will apply to all the other slides? On the View menu, point to Master, and then click Slide Master or Notes Master. Change images to the one you like, then it will apply to all the other slides. Image information in product Image : Note to cu

12、stomers : This image has been licensed to be used within this PowerPoint template only. You may not extract the image for any other use. Click to edit title styleText in hereText in here Contents ContentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Theme

13、Gallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the business Description of the business Description of the businessThemeGallery is a Design Digital Content & Contents mall developed by

14、Guild Design Inc.Description of the contentsDescription of the 五、教學法分析五、教學法分析課課前前課后：拓展提升，布置新任務課后：拓展提升，布置新任務學案導學法學案導學法實地調查法實地調查法任務驅動法任務驅動法直觀演示法直觀演示法小組合作學習法小組合作學習法 角色扮演法角色扮演法課課中中Your TextYour TextYour TextYour TextClick to edit title styleYour TextYour TextYour TextYour Text2005200620072008ThemeGaller

15、y is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title style Description of the contentsText in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents

16、 mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title styleContents01Contents02Contents03Conten

17、ts04Contents05Contents060% 20% 40% 60% 80% 100% 18.5%17.5%8.7%23.6%63.6%84.3%ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title styleText in hereText in hereText in hereThemeGallery is a Design Digital Content & Contents mall developed by

18、Guild Design Inc.Click to add TClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in here2.Description of the companys sub contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.1.Descr

19、iption of the companys sub Click to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in hereTitle in hereTitle in hereTitle in hereABCDClick to edit title style了解上菜、擺菜的要領和要了解上菜、擺菜的要領和要求。求。通過問題討論和操作通過問題討論和操作實踐掌握了解上菜、實踐掌握了解上菜、擺菜的要領和要求。擺菜的

20、要領和要求。培養(yǎng)嚴謹又靈活的工培養(yǎng)嚴謹又靈活的工作作風，樹立規(guī)范又作作風，樹立規(guī)范又熱情的服務意識。熱情的服務意識。 知識與能知識與能力力 情感態(tài)度情感態(tài)度與價值觀與價值觀 過程與過程與方法方法Click to edit title styleText in hereText in hereText in hereText in hereText in hereText in hereText in hereText in hereContentsContentsContentsContentsContentsThemeGallery is a Design Digital Content &

21、amp; Contents mall developed by Guild Design IClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the contents Description of the contents Description of the conten

22、ts Description of the contents Content Title Content Title Content TClick to edit title styleDescribe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Des

23、cription of the Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.CompanyLOGOClick

24、 to edit title Click to edit title styleTitle in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Description of the contentsDescription of the contentsDescription of the contentsDescription of the contentsTitle in hereTitle in hereTitle in Service 01Ser

25、vice 02Service 03LOGO ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title Click to edit title styleTitle in hereAdd TitleAdd TitleAdd TitleAdd Title Description of the contents Description of the contents Description of the contents Descript

26、ion of the contentsText in hereText in hereText in hereText in here Description of the contents Description of the contents Description of the contents Description of the Click to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.TitleText in

27、hereText in hereText in hereText in Click to edit title style課課中中 課課后后 Description of the contents Description of the contents Description of the contents課課前前 1、學案導學法、學案導學法 2、任務驅動法、任務驅動法 3、實地調查法、實地調查法 1、教師指導法、教師指導法 2、小組合作自主學習法、小組合作自主學習法 3、角色扮演法、角色扮演法 Description of the contents Description of the co

28、mpanys products Description of the companys business Description of the companys technology Description of the companys products Description of the companys business Description of the companys technology Description of the companys products Description of the companys business Description of the co

29、mpanys technology Description of the companys products Description of the companys business Description of the companys technologyDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentsClick to edit title Click to edit title styleAdd Your TextAdd

30、Your TextAdd Your TextAdd Your TextAdd Your TextTextTextTextTextTextThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title styleText in hereTitle in hereText in hereText in here2005200620072008 Description of the contents Description of the conten

31、ts Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title style2005200620072007 statistics title2007 statistics title(unit : %)(unit : %)* 2007 Statistics agency statistics* 2007 Statistics agency statistics50%20052006200790%15%96%35%70% Contents of the product, and please fill it out.ThemeGallery i