旅游英語綜合教程版教學(xué)課件Unit-6

1、Unit 6 Psychology of ServiceUnit 6 Psychology of ServiceCONTENTS Lead-in Learning objectives Cultural notes Useful words and expressions Exercises Time for fun Case study Group discussion CONTENTS Lead-inLead-in中國(guó)文化遺產(chǎn)標(biāo)志是指由國(guó)家文物局確定并發(fā)布的中國(guó)文化遺產(chǎn)圖形標(biāo)志。詳細(xì)信息 確定時(shí)間：2005年08月17日,國(guó)家文物局正式公布采用金沙“四鳥繞日”金飾圖案為“中國(guó)文化遺產(chǎn)標(biāo)志”

2、。Lead-in中國(guó)文化遺產(chǎn)標(biāo)志是指由國(guó)家文物局確定并發(fā)布的中01 Learn about the psychology of service02 Learn about the words and expressions of tourism03 Learn about a case about tourism Unit Objectives01 Learn about the psychology Cultural notes1. 14th hole: 與前半場(chǎng)的第 6 洞很相似，設(shè)計(jì)師們用各自的方式讓第 14 洞成為后半場(chǎng)里允許放松的一個(gè)球洞。因?yàn)閺牡?8 洞開始到第 13 洞，一洞洞環(huán)

3、環(huán)相扣的高難度球洞， 已經(jīng)挑戰(zhàn)了打球人的極限，到了第 14 洞，基調(diào)已定，是該進(jìn)入輕松回家的階段了，但是和第 6 洞不同的是，也許第 14 洞不是整個(gè)球場(chǎng)上最有挑戰(zhàn)性的球洞，但一定是一個(gè)值得尊敬的球洞，因?yàn)檫@一洞，要么成為機(jī)會(huì)，要么將前面的成績(jī)毀于一旦。Cultural notes1. 14th hole: 與前Useful words and expressionsyawncivilizedfrictionconflictenforceinteract with打哈欠文明的，有教養(yǎng)的摩擦，沖突爭(zhēng)斗實(shí)施，強(qiáng)迫與相互作用consensus一致意見light up開始吸煙，變得喜悅Useful w

4、ords and expressionsyaUseful words and expressionsgive sb. an edgelink up withreputationin spite ofprecautionbe irritated over使某人占點(diǎn)優(yōu)勢(shì)與相聯(lián)系名譽(yù)盡管預(yù)防措施，預(yù)備對(duì)十分惱火undergo經(jīng)歷be confronted with面對(duì)Useful words and expressionsgiUseful words and expressionsberatebrochurerejectcomplaintconcerned嚴(yán)厲責(zé)備，痛斥（某地、某旅館的）情況介紹手冊(cè)

5、拒絕抱怨相關(guān)的proclaim正式宣布，聲明measure up to與符合，與一致Useful words and expressionsbe1. After reading this passage, what are good manners? Why should we behave in a civilized way?Exercises. Fast read the passage and answer the following questions:Good manners are for people not to fail to be impressed by a frien

6、ds collection of stamps, not to yawn when a golfer tells you about that great shot he made on the 14th hole, not to fall asleep when friends show picture from their last trip. We should act in a civilized way to avoid misunderstanding, friction and conflict. 1. After reading this passage,2. What do

7、tourists usually complain about?Exercises. Fast read the passage and answer the following questions:Some tourists expect to find everything as it is “at home” and become irritated over any discomfort. Others become emotionally upset when confronted with problems.3. How do you understand that a touri

8、st may undergo personality changes when in a foreign environment?略2. What do tourists usually co4. What are the basic steps in handling complaints?Exercises. Fast read the passage and answer the following questions:Firstly, you should listen carefully, be polite and, except when it is absolutely nec

9、essary, dont comment until the guest has finished. Secondly, make a short, clear apology. Thirdly, you should repeat the complaint. Finally, you should decide who would deal with the complaint. If it is not a serious one, you can deal with it yourself. You should explain to the guest the action you

10、plan to take and tell him when it will be done. If you decide that a manager should handle the complaint, you should first inform him/her and then arrange a meeting between him/her and the guest concerned. 4. What are the basic steps inExercises1. The 8-magnitude earthquake that devastated Sichuan p

11、rovince on May 12 would seriously hamper tourism in affected regions in the short term, industry insiders have said. But over the long term, Chinas travel industry would still _ fast growth driven by rising incomes.2. _the fact that there is no report about their extinction, their output is greatly

12、reduced.3. Although we _ various nuisances every day and yet, we all love this city of ours. Amsterdam is a great place to visit, experience and spend time at! undergo are confronted with. Fill in the blanks in the following sentences with the words and phrases given below, using their proper forms:

13、in spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an edgeinteract withenforceundergo In spite ofExercises1. The 8-magnitude ea4. Even now, homes, autos, and offices are being wired into intelligent networks that _ one another.5. I believe a _ man has good manners.6. They can build

14、 cross-cultural bridges and _ people _ in a variety of career fields.Exercisesinteract withcivilized. Fill in the blanks in the following sentences with the words and phrases given below, using their proper forms: give an edgein spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an ed

15、geinteract withenforceundergo4. Even now, homes, autos, andExercises7. It is advised that you do not mention your interest in Tibet travel when you apply for your China visa and then apply for the permit once you entered China. Otherwise, visa officer may _ your application and you wont get the visa

16、 to China.8. Shanghai Municipal Tourism Administrative Commission is to implement the guidelines and policies and _ laws, rules and regulations related to tourism concerning Shanghai. reject. Fill in the blanks in the following sentences with the words and phrases given below, using their proper for

17、ms: enforcein spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an edgeinteract withenforceundergoExercises7. It is advised thatExercises9. In order to ensure tourists enjoy their National Day holiday, the National Holiday Office has released the telephone numbers for the tourist _ h

18、otline.10. Everyone loves the fiery stars that _ the sky with a bang! complaint. Fill in the blanks in the following sentences with the words and phrases given below, using their proper forms: light upin spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an edgeinteract withenforceund

19、ergoExercises9. In order to ensure1. precaution2. brochure3. consensus4. friction5. reputation6. complaint7. proclaimA. a small thin book, esp. one giving instructions or details of a service offered for moneyB. an opinion held by others, the degree to which one is thought ofC. a statement expressin

20、g annoyance, unhappiness, pain, dissatisfaction, grief, etc.D. an action done in order to avoid possible known danger, discomfort, etc.E. a general agreement; collective or group opinionF. to make known publicly; declare officiallyG. unfriendliness and disagreement caused by two opposite wills or di

21、fferent sets of opinion, ideas, or naturesExercises. Match the words in Column A with the English equivalents in Column B:Column AColumn BA. a small thin book, esp. onExercises. Translation:1. Failing to be impressed by a friends collection of stamps, yawning when a golfer tells you about that great

22、 shot he made on the 14th hole, or falling asleep when friends show picture from their last trip are all things that educated people try not to do.對(duì)別人的集郵熱情不屑一顧，對(duì)高爾夫球手述說第 14 洞的美妙一擊毫無興趣，或者在朋友展示上一次的旅游照片時(shí)昏昏欲睡，這些都不是有教養(yǎng)的人士應(yīng)該做的事情。_2. Restaurants should also have cellular phone and non-cellular phone sectio

23、ns. A new class of rude people has been born: the look-at-me phone users whose boring conversations are just as dangerous to our mental health as smoke is to our lungs.餐廳應(yīng)該也設(shè)置手機(jī)區(qū)域和非手機(jī)區(qū)域，最近餐廳出現(xiàn)了新一群表現(xiàn)低俗的人們，他們用手機(jī)進(jìn)行乏味冗長(zhǎng)的聊天，絲毫不顧及坐在對(duì)面人的感受，就像吸煙有害肺部一樣，這種行為也危害我們的精神健康。_Exercises. Translation:1. FaiExercises.

24、Translation:3. Success in life often starts with a job we like, and since getting a job is usually based on making the right impression, it is always a good idea to be kind and polite.當(dāng)我們找到一個(gè)我們喜愛的工作的時(shí)候，成功之路就此開始，因?yàn)楂@得工作總是從給別人留下良好印象開始，所以學(xué)會(huì)表示友好和禮貌非常重要。_4. Agencies always try to link up with reliable car

25、riers and hotels that have good reputations for giving the best service. However, unexpected circumstances do arise, in spite of precautions, especially at peak periods or during unfavorable weather.旅行社總是試圖與那些有良好服務(wù)質(zhì)量的航空公司或酒店建立穩(wěn)固的聯(lián)系，盡管事先非常謹(jǐn)慎，但突發(fā)情況還是經(jīng)常出現(xiàn)，特別是在旅游高峰季節(jié)或天氣不好的時(shí)候。_Exercises. Translation:3. S

26、ucExercises. Translation:5. They loudly proclaim their letters to the agency criticizing them for rating a hotel “first class”, since, in their opinion, it does not measure up to the standards of the best hotels in their own country.他們憤憤不平，向旅行社寫信投訴，批評(píng)旅行社給“一流”酒店的定級(jí)并沒有達(dá)到他們自己國(guó)家的“一級(jí)”標(biāo)準(zhǔn)，因?yàn)樵谒麄冄壑?，“一?jí)”酒店就是最

27、好的酒店。_Exercises. Translation:5. TheTime for Fun 塞浦路斯（Cyprus）Time for Fun 塞浦路斯（Cyprus） On the eastern end of the Mediterranean, the island of Cyprus is both European and Middle Eastern, Greek and Turkish. Cyprus is the third-largest island and one of the most popular tourist destinations in the Medit

28、erranean, attracting over 2.4 million tourists per year. This island was once a center for the cult of Aphrodite, the place where the Greek goddess was supposedly born from the waves. Even today, locals say eternal youth will grace those who swim three times around a rock that protrudes from the sea

29、. For all its Greek reminders, however, many call the port of Limassol the “Paris of the Mediterranean” because of its European air, sidewalk cafes, and stylish atmosphere. A romantic spirit is also found in the villages of this island. Here life goes on as it has for centuries.CyprusThe Most Romant

30、ic Island On the eastern end of the Time for Fun 爪哇島（Java） Time for Fun 爪哇島（Java） JavaThe Most Populated Island Java is an island of Indonesia and the site of its capital city, Jakarta. Once the center of powerful Hindu Kingdoms and the core of the colonial Dutch East Indies, Java now plays a domina

31、nt role in the economic and political life of Indonesia. Housing a population of 130 million in 2006, it is the most populous island in the world, ahead of the nation of Japan. Java is also one of the most densely populated regions on Earth. Java is crossed from east to west by a chain of mountains

32、rising to 2,750m/9,000 ft. of these mountains, 112 are volcanic and 35 are active. Despite its large population and in contrast to the other larger islands of Indonesia, Java is comparatively homogeneous in ethnic composition. Only two ethnic groups are native to the islandthe Javanese and Sundanese

33、. A third group is the Madurese, who inhabit the island of Madura off the northeast coast of Java, and have immigrated to East Java in large numbers since the18th century. The Javanese comprise about two-thirds of the islands population, while the Sundanese and Madurese account for 20% and 10% respe

34、ctively.JavaThe Most Populated IslandCase StudyHotel Bourazani, GreeceAn Entrepreneurs Contribution to Sustainable TourismCase StudyHotel Bourazani, GreHotel Bourazani, GreeceAn Entrepreneurs Contribution to Sustainable TourismHotel Bourazani, GreeceAn EntQuestions for discussion:1. Critically evalu

35、ate the Hotel Bourazani enterprise, noting its strengths, and the questions it raises, in relation to sustainable tourism.2. You should search for other examples of entrepreneurs who are trying to develop sustainable tourism in their own area, and then critically evaluate their efforts.3. Discuss th

36、e policies which governments could adopt to facilitate the development of projects such as the Hotel Bourazani.Questions for discussion:1. CrGroup discussionWhat is the relationship between tourism and competition?Group discussionWhat is the re There is no doubt that in general, in spite of the conc

37、entration of ownership which we have just considered, tourism is, today, a much more competitive industry than it ever was before. There are some interesting points to make about competition in tourism as follows: 1. There is not only competition between companies selling products in tourism but we

38、also have the competition between tourist destinations. New countries, regions, and resorts are entering the tourism market all the time, each with their own attributes, hopes, and objectives. 2. Much competition is still price-based, even in relation to destinations where many tourists tend to go t

39、o the cheapest provider of sun, sand, and sea vacations. Where price-based competition dominates, it is difficult to generate enough revenue to invest in upgrading the product and companies and destinations can find themselves trapped with low-spend, low-quality markets. 3. More and more organizatio

40、ns and destinations are looking to other competitive advantage strategies, of which product differentiation and market focus are perhaps the two most popular. There is no doubt that in 4. Tourism often faces competition which is wholly external to tourism such as other users of leisure time or dispo

41、sable income such as in-house entertainment, garden centres, home improvements, or “substitution”, in other words, buying a new car, or house instead of taking a vacation. 5. Some tourism organizations invest a lot in product development initiatives that gain them only a short-term competitive advan

42、tage, such as airlines spending money on new seats or new dishes for the in-flight cuisine service. These can easily be copied and improved upon by competitors in a matter of weeks. 6. We must never forget that full and free competition is still not a reality in tourism, particularly in terms of the

43、 airline sector, in particular, due to government regulations, although this is generally decreasing. Another major, common phenomenon in tourism as in other industries, is the problems which successful companies have in sustaining competitive advantage once they have achieved it. 4. Tourism often f

44、aces com比利時(shí)保加利亞加拿大奧地利阿爾巴尼亞安道爾亞美尼亞克羅地亞塞浦路斯Overview of World Heritages 比利時(shí)保加利亞加拿大奧地利阿爾巴尼亞安道爾亞美尼亞克羅地亞塞薩爾茨堡城歷史中心 美泉宮和花園 哈爾施塔特-達(dá)赫施泰因/薩爾茨卡默古特文化景觀 塞默靈鐵路 格拉茨城歷史中心和埃根博格城堡：格拉茨城歷史中心，埃根博格城堡（2010年）瓦豪文化景觀 維也納歷史中心 費(fèi)爾特湖/新錫德爾湖文化景觀（與匈牙利共有） 奧地利 The Republic of Austria 薩爾茨堡城歷史中心 奧地利 The Republic of 塞默靈鐵路 Semmering Rail

45、way 塞默靈鐵路 美泉宮和花園 Palace and Gardens of Schonbrunn美泉宮和花園 阿爾巴尼亞 Republic of Albania 布特林特吉諾卡斯特和培拉特歷史中心哈格帕特和薩那欣的隱修院 埃奇米阿津的主教座堂和教堂群及茲瓦爾特諾茨的考古地點(diǎn) 格加爾德的隱修院和上阿扎特谷 馬德留-佩拉菲塔-克拉羅爾谷 亞美尼亞 The Republic of Armenia安道爾 The Principality of Andorra阿爾巴尼亞 Republic of Albania 布特林特蘭德的貝居安會(huì)院 拉盧維耶爾和勒羅爾克斯的中央運(yùn)河上的四座升降機(jī)及其周邊設(shè)施（埃諾）

46、 布魯塞爾大廣場(chǎng) 比利時(shí)和法國(guó)的鐘樓：比利時(shí)佛蘭德地區(qū)和瓦隆地區(qū)的鐘樓-法國(guó)北部的鐘樓（共23處）、比利時(shí)讓布盧的鐘樓（與法國(guó)共有） 建筑師維克多奧塔的主要城市建筑（布魯塞爾）：塔塞爾公館（Htel Tassel），索爾維公館（Htel Solvay），范艾特菲爾德公館（Htel van Eetvelde），以及奧塔住宅與工作室（Maison & Atelier Horta） 比利時(shí) The Kingdom of Belgium 蘭德的貝居安會(huì)院 比利時(shí) The Kingdom of Be斯皮耶納的新石器時(shí)代燧石礦（蒙斯） 圖爾奈的圣母主教座堂 布魯日歷史中心 普朗坦-莫雷圖斯住宅-工坊-博物

47、館綜合體 斯托克雷特宮 波斯尼亞和黑塞哥維那：莫斯塔爾老城的老橋及周邊地區(qū) 維舍格勒的穆罕默德巴夏索科羅維奇大橋 比利時(shí) The Kingdom of Belgium 斯皮耶納的新石器時(shí)代燧石礦（蒙斯） 比利時(shí) The King布魯塞爾大廣場(chǎng) Grand-Place, Brussels布魯塞爾大廣場(chǎng) 蘭德的貝居安會(huì)院 Flemish Beguinages蘭德的貝居安會(huì)院 博亞納教堂 馬達(dá)拉騎士 卡贊勒克的色雷斯人墓 伊萬諾沃的巖洞教堂 里拉修道院 內(nèi)塞伯爾古城 斯雷伯爾納自然保護(hù)區(qū) 皮林國(guó)家公園 斯韋什塔里的色雷斯人墓保加利亞 Bulgaria 博亞納教堂 保加利亞 Bulgaria 里拉修道院 Rila Monastery 里拉修道院 里拉修道院 Rila Monastery Rila Monastery was founded