模擬導(dǎo)游實(shí)務(wù)英語(yǔ)(全套193頁(yè)P(yáng)PT課件)

1、模擬導(dǎo)游實(shí)務(wù)英語(yǔ)教程 Unit 1 A Qualified Tour GuideLearning Objectives:familiarize you with roles and responsibilities of a tour guide;learn how to achieve the professionalism as a tour guide;know what to do before meeting your guests;be how to greet your visitors at the first meeting.Text A What Is a Tour Gui

2、de?Lets start this way:Have you used the tour guide service? And how did you like it?What kind of tour guide do you expect to meet during the tours?Then what make a qualified tour guide?Text A What Is a Tour Guide?Five key roles:An information providerA teacherAn entertainerA hostA disaster manager

3、And other rolesA tour guide is a/anentertainerdisaster managerA teacher and othersinformation providerhostText A What Is a Tour Guide?Professionalismappropriate behavior Your appearance: clothes, hair, shaving, make-up, etc. Your manners: polite and respectful to peopleYour attitude: “Your attitude

4、is never secret.”Text B Meeting VisitorsPreparations made beforehandFinishing planningDouble-checking reservationCalling to check the flight (or train, or ship) and arriving 30 minutes before the landingArranging luggage transferKnowing parking area and terminal, etc Text B Meeting VisitorsGreeting

5、visitorsLearn how to locate your visitorsConfer with the tour escort and national guide and check the number of visitorsAsk for luggage claim cards and give them to the portersShow visitors aboard the waiting bus Make a welcome speechText B Meeting Visitors A welcome speech should include:GreetingIn

6、troduction to yourself and your colleaguesExtending welcomeExpressing wish to serve sincerely and honestlyText B Meeting VisitorsReference versions: see textbook Welcome to BeijingWelcome to ParisWelcome to SingaporeText B Meeting Visitors4. Welcome an American couple at the airport5. Welcome a tour

7、 group from Britain at the railway stationUnit 2 A Bus Tour GuidingLearning Objectives:note the importance of conducting bus tour guiding;note the challenges of doing bus tour guiding;learn some useful techniques of handling bus tour guiding;be able to give visitors a general introduction to China.T

8、ext A Conducting a Bus Tour GuideWhy is it so important to learn conducting a bus tour?Prime time to impress your guests;Minimize limitations of a bus and make best use of time on the bus;On bus on each day of tour and between different stopsText A Conducting a Bus Tour GuideWhat are the challenges

9、of working on tour buses?With the bus driver frequent contacts with the driver not working alone but a teamwork Text A Conducting a Bus Tour Guide2. With visitors -seating arrangements; -some visitors lagging behind; -harder to hold visitors attention; -difficult communication for less exchanged of

10、eye contact; -much too often head-countingText A Conducting a Bus Tour Guide3. With the tour commentary delivery -vehicle on the move; -views outside distracting visitors; -opposite directions from the visitors; -selection of contents fit for the circumstances; -timing and questionsText A Conducting

11、 a Bus Tour Guide4. With the use of microphone poor adjustment of the distance between your mouth and the microphone : sound fading in and out; popping sounds Text A Conducting a Bus Tour GuideTechniques of handling bus tour guidingCooperating with the driver forging a professional, friendly, positi

12、ve and fun relationshipSpeaking in and over the microphones2. Dealing with visitors in steps -welcome and give orientations; -set up the ground rules for the tour; -practice headcounts in a subtle way; -Socialize with them and remember their namesText A Conducting a Bus Tour Guide3. Proper time mana

13、gement -well design your tour commentary according to visitors expectation and interests; -check the routes and do a running commentary matching the views and buildings on the way; -only give brief and concise explanations and answers;Text A Conducting a Bus Tour Guide4. Speaking in and over the mic

14、rophones -adjust the equipment to ensure it is in good working order; -carry yourself straight and with confidence -rehearse to find the right distance; -use short, simple words and phrases;Text B Welcome to ChinaText B Welcome to China China in profilearea and geographical positiontopographyrivers

15、and mountainsclimate and temperatureadministrative regionsnationalities and languagespolitical systemText B Welcome to ChinaDoes this introduction help you know China?What other information would you like to include in your introduction to a country?What means can you use to help illustration?Unit 3

16、 Hotel AccommodationsLearning Objectives:know how visitors check in at a hotel and what assistance you may offer;be aware of the trend of hotel check-in procedure development;acquaint yourself with the working environment inside a hotel;become familiar with the check-out procedures;be able to handle

17、 problems concerning hotel check-in and check-out efficiently;know how to cooperate with hotel staff, the tour leader and national guide.Text A Check-in at a HotelRoom reservation prior to check-in1. How can a visitor make a room reservation?making telephone calls,sending e-mails or faxes,sending le

18、tters by post, orvisiting the hotel in person. Which method(s) is/are more commonly used today? Text A Check-in at a Hotel2. Who is handling the advanced room reservation? front desk personnel / reservationists3. What information is needed for a room reservation? basic information about the visitors

19、 / special requirements4. What changes of reservation can be made? extension / reduction / cancellationA room reservation page from the Hilton Hotel websiteText A Check-in at a HotelFront desk check-inWelcomed by the bell boyFilling in the registration formsGetting room keys / key cardsProceeding to

20、 the roomsText A Check-in at a HotelBear in mind the following questions at this step of service: Who shall fill in the registration form?Who shall distribute the key cards? Who shall deliver the luggage to the visitors guest rooms? How will the hotel stay expenses be charged? Text A Check-in at a H

21、otelNew ways of hotel check-inNew check-in procedures have become reality due to high-tech development.Self-service kiosks at airport for hotel check-in (example: Hilton Hawaiian Village Beach Resort & Spa and the Honolulu International Airport )Mobile phone self-service for hotel check-in (example:

22、 Marriott Hotels )Text A Check-in at a HotelA packaged hotel A “Packaged” HotelSouvenir shopsRestaurantsBusiness activity facilitiesGuest roomsSocial activityfacilitiesNight clubs, and otherRecreational facilitiesText B Check-out at a HotelThree steps need to be taken for hotel check-out: settling b

23、ills, luggage collection, and leaving the hotel. 1. Settling the billsThe bills usually include:Regular charges: mainly room feesIncidentals: including telephone bills, laundry service, food & beverage at the hotel restaurant, room service, etc. Text B Check-out at a HotelSome basic points you shoul

24、d pay attention to: * When would the visitors check out? - Before 12:00 noon - Between 12:00 and 18:00 pm - After 18:00 pm* How would the visitors settle the bill? - With credit cards - With travellers checks* Who is taking care of the group check-out? Text B Check-out at a Hotel2. Luggage collectio

25、nDouble check the departure timeDecide the time for luggage collection withthe tour leader & national guideGuests packing& luggage collectedInform the guests and front deskabout the time agreedText B Check-out at a Hotel3. Leaving the hotel - By shuttle service - By transport provided by travel agen

26、cies - By taxiDialogue I about wake-up call arrangementDialogue II about confirmation of breakfast & departure timeDialogue III about luggage collection arrangementDialogue IV about an FITs hotel check-out proceduresUnit 4 Tour PlanningLearning Objectives:See the importance of tour planning;Tell the

27、 difference between a tour schedule and working memorandum;Be able to explain why tour commentary preparation is very important;Know how to make feasible tour planning for special visitors;Learn the skills of setting tour itinerary.Text A Tour PlanningTourist Schedule Firstly, read a reception plan

28、that includes:Travel routePersonal data of visitorsBasic information of the tour group Then make the tourist scheduleEither by relevant department of your agencyOr by yourself Text A Tour PlanningTourist schedule planning principlesThe schedule should not be too crowded; Dont copy an old schedule al

29、l the time;Dont forget to set free time for the visitors.Text A Tour PlanningSpecial preparations needed for special visitorsWho are special visitors?VIPsThe elderly & childrenReligious believersText A Tour PlanningMake clear the following points when making a tour planning:What would be included in

30、 the tour?Who would be the group members, and by whom the group will be headed?What would he be responsible for?What would you explain to the tourists?With whom would you cooperate to serve the group?How would you deal with the emergencies and complaints that might arise? Text A Tour PlanningDouble

31、check arrangements of some key pointstransportation (the correct type of car or bus, bus number, cell phone number of the driver, etc.)luggage transferfood and lodginginformation of the places of interestthe exact time and place of the arrival and departure of the tourists Text A Tour PlanningPrepar

32、ation of tour commentaryFirst-hand experienceSecond-hand information from internet / history books / guide books / other tour guides / etc.Jargons for special tour groupsKnowledge of current events / hot topics / common interests / etc.Text B Itinerary DiscussionWhat is an itinerary? (The tour itine

33、rary is the plan and arrangement for a tour at a place. )Who will you discuss the itinerary with?With the visitor if he is an FITWith the tour leader & national guide if it is a tour groupWhats the importance of itinerary discussion? Cooperation between you and the tour leader and the national guide

34、Respect of the entitlements of visitors to know the tour arrangementsText B Itinerary DiscussionThe general procedure of itinerary discussionYour brief introduction to the tour itinerary Suggestions for revision from the tour leaderand national guide / or the FIT visitorsYour explanationIf major cha

35、nge is insisted, you shouldreport it to relevant authority.Solve the dispute in the itinerary in lightof relevant regulationsText B Itinerary DiscussionDialogue (between a local guide and a national guide)It shows how minor changes on the itinerary is agreed on the two parties.Text B Itinerary Discu

36、ssionSample itinerariesEnjoy Chinall Golden Holiday 2006 - A 4-day itinerary for a tour in XianTop End Explore and Top End Experience - A 7-day / 5-day itinerary for a tour in northern AustraliaRed Centre Highlights - A 4-day itinerary for a tour in mid-AustraliaUnit 5 The Art of Managing a Tour Lea

37、rning Objectives:note the importance of leadership skills;know how to develop leadership skills as a tour guide;learn the art of managing a tour during the tour guiding;be able to introduce your home city/town to your visitors;Text A Leadership Skills Why is it necessary to develop the leadership sk

38、ills? take care of visitors; have visitors take in your messages and get ready to follow you;help smooth the tour;win their respect with your knowledge, competence and expertiseText A Leadership SkillsSix factors in developing leadership skillsOrientations * Orientations are short explanations about

39、 someone, some place or something tourists are going to see or do. * Orientations should be sweet and shortinteresting, informative but brief. * Orientations inform visitors and prepare them for things ahead.Text A Leadership Skills2. Quality of the tour commentary -find out backgrounds and interest

40、s of your audience; -include both the past history and modern development of the country; -provide true information and facts all the time; -note the theme of the tour and relate to your audience;Text A Leadership Skills3. Good timing Will you bore them with a huge body of information or well design

41、 your pace to activate their minds and engage them into activities?Text A Leadership Skills4. Group awareness -observe the group to check the mood and interests; -have small talks to socialize with them; -look for upcoming problems before they arise; -aware of the group response and meet their needs

42、;Text A Leadership Skills5. Using humor * Are you a humorous person? * Can the sense of humor be developed? *How can humor embellish your tour guiding? * If jokes are used, make sure they are appropriate, tasteful and timely.Text A Leadership Skills6. Skills * Leadership is not being bossy. * Leader

43、ship is developed and polished. * Being kind, polite and amiable will make things easy and thus people will follow you.Text B City Tour of XianGeneral introduction to a city/town should include:Name and geographical position of the city;Area and population;Nationalities and religions;Historical deve

44、lopment;Economy and business (pillar industry)Main attractions, folk culture, food, customs, etc.Text B City Tour of XianWhat else do you think should be included in the introduction to a city/town?What props can be used to help your illustration?Unit 6 Interpretation and Visitor ExperienceLearning

45、Objectives:identify the notion of interpretation related to visitor experience;note the significance of doing interpretive tour guiding;know different forms of interpretation to help visitors;be acquainted with the principles of interpretation;be able to brief on the family planning policy in China.

46、Text A Principles of InterpretationConcept of Interpretation “Interpretation is an educational activity which aims to reveal meaning and relationship through the use of original objects, by first-hand experiences, and by illustrative media, rather than simply to communicate factual information.” Fre

47、eman Tilden (1977) “Interpretation is a communication process, designed to reveal meanings and relationships of the cultural and natural heritage, through involvement with objects, artifacts, landscapes and sites.” Interpretation Canada 1976 Text A Principles of InterpretationInterpretation in diffe

48、rent forms Interpretation is helping people appreciate something that you feel special. It is a communication that relies on different media and take different forms so as to get visitors involved in their activities.InterpretationVisitor centersMulti-mediapublicationsOutdoor panelsPersonal interpre

49、tation What are the advantages and disadvantages of personal interpretation?Text A Principles of InterpretationPrinciples to followTildens Principles -provoke curiosity, interest and thought; -relate to your audience; -reveal a new insightText A Principles of Interpretation2. EROT Principle -enterta

50、ining; -relevant to visitors previous knowledge and experience; -organized with information and facts arranged in a clear, logic order; -thematic (an underlying theme)Text A Principles of InterpretationSome guidelines for designing interpretive activities:Be relevant;Provoking thought;Revealing sign

51、ificanceEntertaining, andOrganized.Text B Family Planning in ChinaChina is a developing country with the biggest population in the world.Why did China make family planning a state policy?Population growth before 1980s (see table on the next slide)Text B Family Planning in ChinaTime Population Before

52、 1850100 million1834400 millionEarly 1940s500 million1954600 million1963700 million1968800 million19801 billionText B Family Planning in China2. Chinas 20% of the worlds population has available to it only 7% of the worlds arable lands, a per capita amount of only 0.093 hectares, which is much lower

53、 than the worlds average of 0.3 hectares.3. The per capita forest area in China is less than 1 hectare and the per capita fresh water is only of the world average.Text B Family Planning in ChinaDialogue Ia discussion about proper notion of family planning policy in ChinaLater marriage and childbirth

54、, having fewer but healthier children, one couple, one child;Core partchild birth: the number of childbirth or each couple; the time of birth; the requirement on the quality of the newborn; the requirement on the sex ration of the newborn;Different policies for population of 4 categories: non-farmin

55、g population, faming population, people of ethnic minorities and remarriage;Not a one-child policy. Text B Family Planning in ChinaDialogue IIa discussion about family planning policy and its resultsAbortion: a lawful choice rather than a means of birth control;Major difficulties: the populous count

56、ryside with old ideas; gender imbalance; pressure on employment, education, housing, medical and health care;Reward and assistance system and other projects;Social welfare system: rural cooperative medical care;Negative population growthUnit 7 Nonverbal Messages in Tour GuidingLearning Objectives: u

57、nderstand what contribute to the formation of a good first impression be aware of your own appearance in the work place and know how to improve it be able to develop a likeable personalityknow the importance of a professional attitudesee the great changes of Chinese womens social status and the rema

58、ining problems Text A Appearance, Personality and AttitudeHow can you become a class-act guide?Among other factors, you are supposed to have:- Professional guiding skills, and - Good appearance, personality and attitude. What is the importance of first impression?What can be done to make up for a no

59、t-as-good first impression? Text A Appearance, Personality and AttitudeA variety of methods to renovate your self-image: Appear to be professionalBuild a likeable personalityDevelop a professional attitudeText A Appearance, Personality and AttitudeAppear to be professional Grooming keep clean, tidy

60、and naturalWork attire fit your work environmentNonverbal expressions work with pleasant facial expressions and mannersVoice and words use proper voice & polite wordsText A Appearance, Personality and AttitudeBuild a likeable personalitySelf-confidence (build it through: proper dress, thorough prepa