這是英語導(dǎo)游教程ppt，包括了口試環(huán)境，口試檢查項(xiàng)目，口試知識(shí)范圍，講解部分題目組合，語言要求，方式得體，講解內(nèi)容要求等內(nèi)容，歡迎點(diǎn)擊下載。

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英語導(dǎo)游·口試基礎(chǔ) 趙寶國(guó) 口試環(huán)境 約四平米的小房間 兩名考官 考生對(duì)面有電子屏幕，顯示考題 全程錄音錄像 口試檢查項(xiàng)目 適當(dāng)、禮貌的儀態(tài) 認(rèn)真負(fù)責(zé)與真誠(chéng)服務(wù)的工作態(tài)度 良好的語言溝通與講解能力 熟悉工作規(guī)程 合情合理合法處理問題 口試知識(shí)范圍 現(xiàn)場(chǎng)講解六個(gè)專題《英語現(xiàn)場(chǎng)導(dǎo)游》 上海概況（概況與問答） 豫園歷史文化風(fēng)貌區(qū)（概況、景點(diǎn)、問答） 外灘歷史文化風(fēng)貌區(qū)（概況、景點(diǎn)、問答） 人民廣場(chǎng)景區(qū)（概況、景點(diǎn)、問答） 東方明珠景區(qū)（概況、景點(diǎn)、問答） 玉佛寺宗教場(chǎng)所（概況、景點(diǎn)、問答） 業(yè)務(wù)問答 導(dǎo)游服務(wù)規(guī)范《導(dǎo)游業(yè)務(wù)》 導(dǎo)游服務(wù)應(yīng)變《導(dǎo)游業(yè)務(wù)》 講解部分題目組合 概況講解：上海概況或其他五處景區(qū)概況 景點(diǎn)講解：五處景區(qū)中景點(diǎn)1 知識(shí)問答：前面未涉及的專題的知識(shí) 講解部分四要素 禮儀得體 身份正確；著裝得體；舉止自然；真誠(chéng)自信 禁忌：形容猥瑣，態(tài)度冷漠，言行夸張 語言得體 語音正確；節(jié)奏自然；語句連貫；語法規(guī)范 禁忌：發(fā)音錯(cuò)誤，語句錯(cuò)亂 內(nèi)容得體 要點(diǎn)鮮明；結(jié)構(gòu)完整；組織合理；主題統(tǒng)一 禁忌：文不對(duì)題，信息錯(cuò)誤 方式得體 對(duì)象明確；觀點(diǎn)正確；速度適中；效果明顯 禁忌：拘泥詞句，目中無人 口試程序 禮貌進(jìn)場(chǎng)—問候考官，隨手關(guān)門，放好物品 遞交文件—上前遞交準(zhǔn)考證和身份證等 退后等待—看屏幕核對(duì)信息 考官發(fā)出考試指令 概況介紹—（三分鐘左右） 代表景點(diǎn)介紹—（三分鐘左右） 其他景區(qū)知識(shí)問答—（二分鐘左右） 規(guī)范問答—（要點(diǎn)回答完畢即可） 應(yīng)變問答—（要點(diǎn)回答完畢即可） 禮貌退場(chǎng)—感謝，帶好物品，隨手關(guān)門 禮儀得體 身份正確—導(dǎo)游 著裝得體—工作 舉止自然—投入 真誠(chéng)自信—挺拔 禮貌教養(yǎng)—言行 禁忌：形容猥瑣，態(tài)度冷漠，言行夸張 意義：占一定比例分?jǐn)?shù)，影響整體判斷 語言得體 語音正確，發(fā)音清晰 節(jié)奏適當(dāng)，語速中等 意群正確，語法規(guī)范 調(diào)整自然，從容組織 語氣適當(dāng)，情感適度； 禁忌：發(fā)音錯(cuò)誤，語句錯(cuò)亂 語言要求 語音正確，發(fā)音清晰 多注意單詞的重音和元音 Pearl ；Buddha; wharf， promenade， sword renaissance， architecture， Seminar Monsoon， 注意個(gè)別因素如l，n，m，r， Freedom，chrysanthemum， banian， custom 注意尾音為輔音時(shí)，及時(shí)收住氣息，避免發(fā)出“呃”音 Relic，orchid， Bund; bank 節(jié)奏適當(dāng)，語速中等。 多注意詞組的節(jié)奏 Recreation ground; administration， transportation， commerce and recreation 句子要有明顯的開始與結(jié)束；注意結(jié)構(gòu)性詞組的關(guān)聯(lián) It is modeled on a bronze tripod called Ding， with a round top to symbolize the heaven and a square base representing the earth. 語速三分鐘350詞左右 意群正確，語法規(guī)范 鼓勵(lì)自己風(fēng)格的規(guī)范語言 避免明顯語法錯(cuò)誤 避免意思表達(dá)支離破碎，意群完整 調(diào)整自然，從容組織 講錯(cuò)了詞，可將包含這個(gè)詞的詞組重新講； 句子順序錯(cuò)了，可繼續(xù)講，適當(dāng)調(diào)整句子順序 漏掉句子或詞匯，若不影響理解可繼續(xù)講；若內(nèi)容重要可在后面補(bǔ)充 方式得體 對(duì)象明確—游客 場(chǎng)合明確—景點(diǎn) 語氣適當(dāng)，情感適度 講解的聲音帶情感，喜歡相信你講的內(nèi)容 忌夸張、忌沉悶 目光交流 講解內(nèi)容要求 要點(diǎn)準(zhǔn)確、完整 概況：方位、范圍、性質(zhì)、由來、特色、意義 信息結(jié)構(gòu)合理 邏輯性，說完一樣在轉(zhuǎn)別的； 使用轉(zhuǎn)接表達(dá) 重點(diǎn)、主題明顯 主輔分明，主要的一般內(nèi)容較多、層次較多 重要的一般慢速解說 有細(xì)節(jié)有豐采 講解中的信息準(zhǔn)確度取決于意義 東方明珠高度不應(yīng)說成400多米； 上海人口則可說是2400多萬 信息的存廢也取決于意義 列舉式的信息 同義反復(fù)的信息，如建筑高度數(shù)字與層數(shù) 展覽館的展廳面積vs建筑的占地面積 口試案例 景區(qū)概況 豫園景區(qū) 景點(diǎn)講解 內(nèi)園 跨景區(qū)問答 玉佛寺布局 業(yè)務(wù)規(guī)范 小王是一個(gè)新導(dǎo)游，旅行社安排他負(fù)責(zé)一個(gè)英國(guó)旅游團(tuán)的地陪工作，請(qǐng)問小王該做些什么準(zhǔn)備？ 業(yè)務(wù)應(yīng)變 你帶一新加坡教育界旅游團(tuán)。團(tuán)員李女士一早過來對(duì)你說，她的護(hù)照丟失，你作為地陪如何處理？ 概況講解基本要求 要點(diǎn)清晰準(zhǔn)確 方位；范圍；定位；歷史背景；主要景觀 慣用語言結(jié)構(gòu)熟悉 如：be located in， covers， be known as， … 邏輯結(jié)構(gòu)符合習(xí)慣 要點(diǎn)間的關(guān)系與順序合理，方便記憶 符合導(dǎo)游詞的要求 適合口頭講述 內(nèi)容長(zhǎng)度約350詞 舉例：豫園景區(qū) 方位： 范圍： 歷史背景： 建城；成市；保存 定位： 傳統(tǒng)文化 主要體現(xiàn)： 城隍廟、傳統(tǒng)街市、豫園 景點(diǎn)講解基本要求 突出景點(diǎn)特點(diǎn) 明確景點(diǎn)講解的目的，分析景點(diǎn)特點(diǎn) 合理安排要點(diǎn) 要點(diǎn)完整圍繞主題特點(diǎn) 信息準(zhǔn)確、豐富 可闡發(fā)，但要有根據(jù) 講述有現(xiàn)場(chǎng)感 可使用指引性表述 舉例：豫園內(nèi)園 講解目的：介紹相對(duì)獨(dú)立的廟園景觀 特點(diǎn)：小而精，道教文化 要點(diǎn)： 建園—廟園 演變—錢業(yè)公會(huì)，供奉城隍 布局—靜觀大廳為主體，小而精 靜觀—道教與園林雙重意義 戲臺(tái)—酬神演戲傳統(tǒng)與戲臺(tái)特點(diǎn) 各專題知識(shí)問答 在專題講解內(nèi)容中 問答內(nèi)容一般有層次要點(diǎn)，3-5點(diǎn)不等 知識(shí)問答舉例 例： Q: Briefly introduce the location of Shanghai and its geographical features. A: Shanghai is a coastal city on the western coast of the Pacific Ocean， in the midway of China’s coastal line. It is at the estuary of the Yangtze River. It is a low-lying region with an average altitude of 4 meters. 3 It features a lot of rivers and canals. Over 20，000 water courses crisscross a land of 6340.5 square kilometers. Q: What are the features of the Exquisite Stone. A: This stone is one of the kind of rocks produced in Taihu Lake. type This rock is 3.3 meters high and weighs 500 kilograms. size It is noted for its slender shape， permeable nature， wrinkled surface and 72 holes. It is said that water poured on top would twirl down through the holes and smoke from incense sticks burned below would coil up through all of them. features Q: How is the Jade Buddha Temple laid out? A: 要點(diǎn)： 風(fēng)格、方位、功能 The temple follows the Sangharama style of the Song Dynasty. It has the main gate， the Heavenly King Hall， the Grand Hall and the Library located on a south-north axis. On the eastern side of the main buildings are minor halls and chambers housing Shanghai Buddhist Association， meditation hall and sermon hall as well as a vegetarian restaurant. On the western side are another line of halls for Buddhist activities and shops. At the back of the old premises is a new addition. It is a multistoried architecture in traditional style serving as the offices， lecture halls and guestrooms. The temple covers an area of 1.3 hectares with over 200 rooms for various functions. 規(guī)范服務(wù)與應(yīng)變問答 規(guī)范服務(wù)與應(yīng)變問答題目以《導(dǎo)游服務(wù)規(guī)范與技能》為根據(jù) 用英語作答 按要點(diǎn)答題 每題約4-6個(gè)要點(diǎn) 意思表達(dá)的準(zhǔn)確與清晰 老師會(huì)根據(jù)情況提問 What do you mean by … 答題建議 問題提煉 研讀案例，提煉出要處理的問題。要注意所給的條件，找準(zhǔn)問題。 要點(diǎn)組織 圍繞問題，組織處理的程序要點(diǎn)。注意要點(diǎn)的不可缺乏性和順序。 英語表述 選擇簡(jiǎn)單、準(zhǔn)確的語言表述每個(gè)要點(diǎn)。注意要點(diǎn)清晰，不需要鋪陳。 備考建議 準(zhǔn)備內(nèi)容，熟悉教材相關(guān)問題 準(zhǔn)備語匯，達(dá)意即可 例： Show up—appear—find Logo—signboard—placard Agency—company Confirm 確認(rèn) Count Board the bus Arrivals， departures Lobby Parking lot Travel plan Itinerary Expense Precautions Receipt coupon Show up Report to Hand over Refund Prior to flight time Emergences and crises Tight schedule In advance Courtesy manner Flight number Fulfill the contract， comply with the contract Abide by professional ethic Secure Conduct trips See off Optional tour program Pre-tour work Transportation terminals Transfer On site Elderly persons Physically challenged people Lost luggage Hard-to-please persons Escort the group Cancel Outdoor activities Make cautionary instructions Reasonable request Locate missing members Contact Tour leader The arrival The departure Review Nationality Take count of the guests Get a head count of Be consistent with Assist Check Assemble Flight delays Reconfirm Hotel amenities Implement an upset stomach Special dietary needs Notify in advance Additional expenses incurred Decline politely Is not authorized to make the change Extra expenses Inform the staff Make arrangement for cancelling meals Apply remedies Prolong/extend a stay Approve Shorten the length of stay Skip 業(yè)務(wù)復(fù)習(xí)提示 案例 小王是一個(gè)新導(dǎo)游，旅行社安排他負(fù)責(zé)一個(gè)英國(guó)旅游團(tuán)的地陪工作，請(qǐng)問小王該做些什么準(zhǔn)備？ 問題提煉 地陪的準(zhǔn)備 要點(diǎn)組織 熟悉旅游計(jì)劃、核實(shí)接待事宜、制定旅游日程、準(zhǔn)備景點(diǎn)知識(shí)、準(zhǔn)備所需用品、調(diào)整心理狀態(tài) 英語表述 Study the travel plan and get to know the guests and the itinerary Check out the services and facilities included in the plan Work out a workable itinerary Get familiar with the attractions Pack the kit with some documents， IC card， notebook， some cash， etc. Get psychologically prepared. 案例：小周作為全陪帶著游客到達(dá)虹橋機(jī)場(chǎng)，但沒有發(fā)現(xiàn)地陪前來接團(tuán)。小周該如何做？ 問題提煉 地陪漏接 要點(diǎn)組織 首先設(shè)法聯(lián)系地陪和接待社、帶客人到安全地方等候，并致歉、找車帶客入住酒店、費(fèi)用責(zé)任人承擔(dān)、做好記錄 英語表述 National guide try to reach the local guide and the local agency Guide guest to a proper place to wait and apologize for the inconvenience Hire coach to the designated hotel The expenses incurred are on the person responsible Keep a record 案例： 導(dǎo)游小李得到通知，今晚7點(diǎn)要他到機(jī)場(chǎng)接一個(gè)加拿大的旅游團(tuán)，司機(jī)已經(jīng)在機(jī)場(chǎng)了，要他自己趕到機(jī)場(chǎng)。請(qǐng)問小周到達(dá)機(jī)場(chǎng)后要做些什么？ 問題提煉 在機(jī)場(chǎng)的聯(lián)絡(luò)與接機(jī) 要點(diǎn)組織 確認(rèn)時(shí)間、聯(lián)系司機(jī)，確認(rèn)停車地點(diǎn)和告知活動(dòng)安排、確認(rèn)到達(dá)時(shí)間、準(zhǔn)備接機(jī)牌，出口接機(jī)、接到后確認(rèn)團(tuán)隊(duì)和行李、引導(dǎo)客人上車 英語表述 Check the arrival time of the guests Arrive at the airport 30 minutes in advance Find the driver and check the parking place and tell the driver about the itinerary Check the arrival time again and the luggageman Greet the group Check the tour number and the group and the luggage Guide the guests to the coach and help them get aboard 例：小周是上海的地陪，他接待的美國(guó)旅游團(tuán)剛剛到達(dá)，領(lǐng)隊(duì)告訴他一位游客的行李沒有找到。小周應(yīng)該做什么？ 問題提煉：入境首站行李丟失 要點(diǎn)組織（程序）  ①帶領(lǐng)失主辦理失物登記和認(rèn)領(lǐng)手續(xù)。 ②留下聯(lián)系方式，同時(shí)記下失物處電話號(hào)碼及聯(lián)系人。 ③  保持聯(lián)系，了解查找結(jié)果 ④協(xié)助客人購(gòu)置生活必需品。  ⑤離開當(dāng)?shù)貢r(shí)，應(yīng)幫助失主將聯(lián)系電話轉(zhuǎn)告航空公司有關(guān)部門。⑥若行李確系丟失，協(xié)助失主向有關(guān)航空公司索賠。   英語表達(dá)： Report to the lost-and-found office and leave a phone number for further contact Get down the address and phone number of the airline office and the name of the person in charge Keep contact with the person concerned for information about the luggage Help the guest buying some items for daily use When the guest moves to the next destination， notify the lost and found of this case. Help the guest to file a claim against the airline company  案例 你剛接到一個(gè)旅游團(tuán)并引導(dǎo)他們上車。請(qǐng)現(xiàn)在向客人致歡迎辭。 問題提煉 車上致歡迎詞 要點(diǎn)組織 招呼、自我介紹、司機(jī)介紹、熱情態(tài)度、其他 英語表述 Good morning， ladies and gentlemen! Welcome to Shanghai! My name is Oscar. I am from CITS. I have been a tourist guide for 8 years and I will be your guide for the next two days. This is Mr. Chen， our driver. He will take us around the city in this coach. Mr Chen and I will do our best to make your visit to Shanghai a pleasant experience. I hope you will enjoy your stay in this beautiful city. If you experience any difficulties， please don’t hesitate to let us know. We are always ready to offer our service to you. Let work together to create an enjoyable trip in Shanghai. Thank you! Now we are heading for our hotel in the center of the city. The trip will take about 30 minutes. Please be relaxed and I would like to give you a brief introduction of the city we are going to visit. … 案例 一意大利旅游團(tuán)住進(jìn)了浦東的濱江大酒店。一對(duì)游客夫婦找到導(dǎo)游小李，希望能夠把自己的房間換成江景房。請(qǐng)問小李該怎么做？ 問題提煉 客人調(diào)換房間 要點(diǎn)組織 找領(lǐng)隊(duì)商量，內(nèi)部調(diào)換 另外，了解酒店是否有房 有房可調(diào)，差價(jià)自理 通知叫早等服務(wù)變更 英語表述 Explain the rule of room assignment Go for the tour leader and see if possible to change with a group member Grant the special request when extra room available Expenses incurred on the guest Keep a record with the signature of the tour leader Inform the front desk of the change in room assignment 案例：今天你要帶客人去豫園游覽，下車游覽前你需要對(duì)客人說些什么？ 問題提煉 游覽前講解 要點(diǎn)組織 概況講解、注意事項(xiàng) 英語表述 A brief introduction to Yuyuan Garden The duration at this place The meeting time and place The number of the coach The precautions against certain cases 案例：你的游客希望能夠到新天地參觀一下石庫門建筑，而這個(gè)項(xiàng)目不在計(jì)劃之內(nèi)。你該如何處理？ 問題提煉 增加項(xiàng)目 要點(diǎn)組織 原則上按合同辦事、增加項(xiàng)目須客人同意、費(fèi)用由客人承擔(dān)、保存簽名等證件、安排活動(dòng) 英語表述 Explain the importance of keeping the agreed schedule Grant the special request on the condition that the tour leader and guests agree The expenses incurred are on the guests. Keep a record with the signature of the tour leader and the national guide. Arrange for the new program 案例： 游客今天下午離境。小王要到酒店和客人見面后再陪他到機(jī)場(chǎng)送他離境。小王按約到達(dá)酒店后沒有見到客人。請(qǐng)問小王該怎么辦？ 問題提煉 離境客人失蹤的尋找 要點(diǎn)組織 店內(nèi)尋找：前臺(tái)確認(rèn)是否結(jié)帳；房間、餐廳、衛(wèi)生間、商店等、告知旅行社；告知前臺(tái)、機(jī)場(chǎng)尋找：、若仍無，告知旅行社，飛機(jī)起飛后離開 英語表達(dá) Tour guide should arrive at the hotel earlier than the appointed time Look for the guest at the front desk， his room， restaurant， bar， any other places he would be Report the case to the person on duty at the agency Leave a message at the front desk for the guest Go to the departure terminal / airport and look there for him Wait till the plane leave Keep a record 建議關(guān)注的問題一 What would you do to take care of carsick guests? What would you do when the tour leader asked you to add on a new program like Xintiandi? What would you do when the guests requested to move from a 3-star hotel to a 4-star hotel? How would respond to the architects who would like an add-on visit to Zhujiajiao for its traditional architecture? How would you respond to the incident that a guest from the group had to cut short his tour because of urgent call at home? How would you respond to the incident that a guest suddenly fell seriously ill and had to be hospitalized? How would you respond to the request of moving from the assigned room to a room with a river view? How would you respond to the incident that you got to know just before the dinner that a guest from the group is a Muslim? How would you respond to the request of changing dishes because of sudden illness? How would you respond to the request by an old couple who choose to stay out of the mountain-climbing program? 建議關(guān)注的問題二 How would you respond to the request by a guest who asked you to buy a piece of artifact and ship him after the tour? What would you do when you find a guest from the group is missing after a tour of Yuyuan Garden? What would you do when a guest from the group tells you that his wallet was stolen last night and his passport and some cash are in it? How would you respond to the incident that your guest and you have arrived at the airport but the local guide is not there meeting you? The guests are at the railway station to take the train to Hangzhou. What would you do at this time as a national guide? A group from the United States has just arrived at Pudong International Airport. What would you do when the tour leader told you that a piece of luggage was missing? You got an itinerary of the two-day tour of your group. How would you make good use of the plan to get prepared for the work? You get an urgent call for you to meet a group at Hongqiao Airport at 3 pm and the driver is already there. What would you do when you arrive at the airport? You are at the airport expecting a group from Singapore. What would you do make sure that you could find your group easily and right? Deliver a welcome speech to the newly arrived guest. 建議關(guān)注的問題三 Deliver a speech to the guest who are leaving Shanghai? How would you respond to the incident that an overseas Chinese lost his wallet with his passport in it? What would you do when the program in your itinerary is a one-day tour of Zhouzhuang and in the tour leader’s is a tour of Suzhou? What would you do when you are taking the newly arrived guests on the way to their hotel? What would you do when you are check in a group at a hotel at 2 pm? What would you do when you check in a group at a hotel at 9 pm? What would you do when you take a group to dinner at 6 pm? What would you do when your guests are leaving the hotel for the airport? What would you say before you let the guests get off the coach for a tour of the attraction? What would you do when seeing guests off at the airport? 建議關(guān)注的問題四 What would you do to ensure the success of a shopping tour? What would you do to get prepared for a 10-day tour across the country? When and where is the national guide required to make presentations or speeches? How would you guide a tour made up of clergymen? What would you do when a guest suddenly fainted out of sunstroke? How would you prevent such a case from happening? How would you take care of the handicapped guests? What would you do when the guests are having their dinner and after they finish their dinner？ How would you respond to the incident that an English guest got his video camera stolen? How would you respond to the request by a quest who asked you to deliver a parcel to his friend after he left Shanghai? 建議關(guān)注問題五 What would you do to help the guests board a bus? What would you do when you are called in short notice to meet a group of guests who are getting annoyed for waiting at the airport? What would you do to work with the driver? What would you do to work with an outgoing tour leader? What would you do when taking the guests from Shanghai to Suzhou? What would you do when you are taking the guests to the destination after breakfast at the hotel? What occasions are not right for free-time activities? What would you do when two guests asked to change their dinner 1 hour before the dinner time? 建議關(guān)注問題六 What would a national guide do during the stay at a certain destination city? What would you do to keep the guests from straying out and getting lost? What would you do when the guests arrived a day later than the schedule because of typhoon? What would you do when two guests asked to stay out of the cruise program and go to watch a acrobatic show? What would you do to meet the local guide when you and your guests arrive at the Pudong airport? What would you do to help the guests check out a hotel? What would you do when you are picking up a guest at the hotel? What would you do if he is not in his room? 口試考場(chǎng)禁忌 與考官套近乎 與考官爭(zhēng)辯 詢問考試結(jié)果 說自己沒準(zhǔn)備 炫耀自己，不遵守考試要求 背書jNS紅軟基地

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