旅游英语综合教程版教学课件Unit-6.pptx-(课件无音视频)

1、Unit 6 Psychology of ServiceCONTENTSn Lead-inn Learning objectivesn Cultural notesn Useful words and expressionsn Exercisesn Time for funn Case studyn Group discussion Lead-in中国文化遗产标志是指由国家文物局确定并发布的中国文化遗产图形标志。详细信息 确定时间：2005年08月17日,国家文物局正式公布采用金沙“四鸟绕日”金饰图案为“中国文化遗产标志”。01 Learn about the psychology of se

2、rvice02 Learn about the words and expressions of tourism03 Learn about a case about tourism Unit ObjectivesCultural notes1.14th hole:与前半场的第 6 洞很相似，设计师们用各自的方式让第 14 洞成为后半场里允许放松的一个球洞。因为从第 8 洞开始到第 13 洞，一洞洞环环相扣的高难度球洞，已经挑战了打球人的极限，到了第 14 洞，基调已定，是该进入轻松回家的阶段了，但是和第 6 洞不同的是，也许第 14 洞不是整个球场上最有挑战性的球洞，但一定是一个值得尊敬的球

3、洞，因为这一洞，要么成为机会，要么将前面的成绩毁于一旦。Useful words and expressions yawn civilized friction conflict enforce interact with打哈欠文明的，有教养的摩擦，冲突争斗实施，强迫与相互作用 consensus一致意见 light up开始吸烟，变得喜悦Useful words and expressions give sb.an edge link up with reputation in spite of precaution be irritated over使某人占点优势与相联系名誉尽管预防措施，

4、预备对十分恼火 undergo经历 be confronted with面对Useful words and expressions berate brochure reject complaint concerned严厉责备，痛斥（某地、某旅馆的）情况介绍手册拒绝抱怨相关的 proclaim正式宣布，声明 measure up to与符合，与一致1.After reading this passage,what are good manners?Why should we behave in a civilized way?Exercises.Fast read the passage an

5、d answer the following questions:Good manners are for people not to fail to be impressed by a friends 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

6、 way to avoid misunderstanding,friction and conflict.2.What do 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 con

7、fronted with problems.3.How do you understand that a tourist may undergo personality changes when in a foreign environment?略4.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 wh

8、en it is absolutely necessary,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

9、 action you 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.Exercises1.The 8-magnitude earthquake that devastated Sichuan province on May 12 woul

10、d 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 reduced.3.Although we _ var

11、ious 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:in spite oflight upcomplaintbe con

12、fronted withcivilizerejectgive sb.an edgeinteract withenforceundergo In spite of4.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 cross-cultural bridges and _ people _ in a variety of career fields.Ex

13、ercisesinteract 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 edgeinteract withenforceundergoExercises7.It is advised that you do not menti

14、on 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 to China.8.Shanghai Municipal Tourism Administrative Commission is to implement the guidelines and policies

15、 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 forms:enforcein spite oflight upcomplaintbe confronted withcivilizerejectgive sb.an edgeinteract withenforceundergoE

16、xercises9.In order to ensure tourists enjoy their National Day holiday,the National Holiday Office has released the telephone numbers for the tourist _ hotline.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 phra

17、ses given below,using their proper forms:light upin spite oflight upcomplaintbe confronted withcivilizerejectgive sb.an edgeinteract plaint7.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

18、 ofC.a statement expressing 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 opposit

19、e wills or different sets of opinion,ideas,or naturesExercises.Match the words in Column A with the English equivalents in Column B:Column AColumn BExercises.Translation:1.Failing to be impressed by a friends collection of stamps,yawning when a golfer tells you about that great shot he made on the 1

20、4th hole,or falling asleep when friends show picture from their last trip are all things that educated people try not to do.对别人的集邮热情不屑一顾，对高尔夫球手述说第 14 洞的美妙一击毫无兴趣，或者在朋友展示上一次的旅游照片时昏昏欲睡，这些都不是有教养的人士应该做的事情。_2.Restaurants should also have cellular phone and non-cellular phone sections.A new class of rude p

21、eople 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.餐厅应该也设置手机区域和非手机区域，最近餐厅出现了新一群表现低俗的人们，他们用手机进行乏味冗长的聊天，丝毫不顾及坐在对面人的感受，就像吸烟有害肺部一样，这种行为也危害我们的精神健康。_Exercises.Translation:3.Success in life often starts with a job we

22、 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.当我们找到一个我们喜爱的工作的时候，成功之路就此开始，因为获得工作总是从给别人留下良好印象开始，所以学会表示友好和礼貌非常重要。_4.Agencies always try to link up with reliable carriers and hotels that have good reputations for giving the b

23、est service.However,unexpected circumstances do arise,in spite of precautions,especially at peak periods or during unfavorable weather.旅行社总是试图与那些有良好服务质量的航空公司或酒店建立稳固的联系，尽管事先非常谨慎，但突发情况还是经常出现，特别是在旅游高峰季节或天气不好的时候。_Exercises.Translation:5.They loudly proclaim their letters to the agency criticizing them f

24、or 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.他们愤愤不平，向旅行社写信投诉，批评旅行社给“一流”酒店的定级并没有达到他们自己国家的“一级”标准，因为在他们眼中，“一级”酒店就是最好的酒店。_Time for Fun u 塞浦路斯（Cyprus）On the eastern end of the Mediterranean,the island of Cyprus is bo

25、th European and Middle Eastern,Greek and Turkish.Cyprus is the third-largest island and one of the most popular tourist destinations in the Mediterranean,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 suppos

26、edly 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.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 atmosp

27、here.A romantic spirit is also found in the villages of this island.Here life goes on as it has for centuries.CyprusThe Most Romantic IslandTime for Fun u 爪哇岛（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

28、Kingdoms and the core of the colonial Dutch East Indies,Java now plays a dominant 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 r

29、egions on Earth.Java is crossed from east to west by a chain of mountains 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

30、 two ethnic groups are native to the islandthe Javanese and Sundanese.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 populatio

31、n,while the Sundanese and Madurese account for 20%and 10%respectively.Case StudyHotel Bourazani,GreeceAn Entrepreneurs Contribution to Sustainable TourismHotel Bourazani,GreeceAn Entrepreneurs Contribution to Sustainable TourismQuestions for discussion:1.Critically evaluate the Hotel Bourazani enter

32、prise,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 the policies which governments could

33、adopt to facilitate the development of projects such as the Hotel Bourazani.Group discussionn What is the relationship between tourism and competition?There is no doubt that in general,in spite of the concentration of ownership which we have just considered,tourism is,today,a much more competitive i

34、ndustry 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 also have the competition between tourist destinations.New countries,regions,and resorts are entering

35、 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 to the cheapest provider of sun,sand,and sea vacations.Where price-based competition dominates,it is difficult

36、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 organizations and destinations are looking to other competitive advantage strategies,of which product differentiation and market

37、 focus are perhaps the two most popular.4.Tourism often faces competition which is wholly external to tourism such as other users of leisure time or disposable income such as in-house entertainment,garden centres,home improvements,or“substitution”,in other words,buying a new car,or house instead of

38、taking a vacation.5.Some tourism organizations invest a lot in product development initiatives that gain them only a short-term competitive advantage,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 competito

39、rs 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 airline sector,in particular,due to government regulations,although this is generally decreasing.Another major,common phenomenon in tourism as in other industr

40、ies,is the problems which successful companies have in sustaining competitive advantage once they have achieved it.比利时保加利亚加拿大奥地利阿尔巴尼亚安道尔亚美尼亚克罗地亚塞浦路斯Overview of World Heritages n萨尔茨堡城历史中心 n美泉宫和花园 n哈尔施塔特-达赫施泰因/萨尔茨卡默古特文化景观 n塞默灵铁路 n格拉茨城历史中心和埃根博格城堡：格拉茨城历史中心，埃根博格城堡（2010年）瓦豪文化景观 n维也纳历史中心 n费尔特湖/新锡德尔湖文化景观（与匈

41、牙利共有）奥地利 The Republic of Austria 塞默灵铁路 Semmering Railway 美泉宫和花园 Palace and Gardens of Schonbrunn阿尔巴尼亚 Republic of Albania n布特林特n吉诺卡斯特和培拉特历史中心n 哈格帕特和萨那欣的隐修院 n 埃奇米阿津的主教座堂和教堂群及兹瓦尔特诺茨的考古地点 n 格加尔德的隐修院和上阿扎特谷 n 马德留-佩拉菲塔-克拉罗尔谷 亚美尼亚 The Republic of Armenia安道尔 The Principality of Andorran兰德的贝居安会院 n拉卢维耶尔和勒罗尔克斯

42、的中央运河上的四座升降机及其周边设施（埃诺）n布鲁塞尔大广场 n比利时和法国的钟楼：比利时佛兰德地区和瓦隆地区的钟楼-法国北部的钟楼（共23处）、比利时让布卢的钟楼（与法国共有）n建筑师维克多奥塔的主要城市建筑（布鲁塞尔）：塔塞尔公馆（Hôtel Tassel），索尔维公馆（Hôtel Solvay），范艾特菲尔德公馆（Hôtel van Eetvelde），以及奥塔住宅与工作室（Maison&Atelier Horta）比利时 The Kingdom of Belgium n斯皮耶纳的新石器时代燧石矿（蒙斯）n图尔奈的圣母主教座堂 n布鲁日历史中心 n普朗

43、坦-莫雷图斯住宅-工坊-博物馆综合体 n斯托克雷特宫 n波斯尼亚和黑塞哥维那：n莫斯塔尔老城的老桥及周边地区 n维舍格勒的穆罕默德巴夏索科罗维奇大桥 比利时 The Kingdom of Belgium 布鲁塞尔大广场 Grand-Place,Brussels兰德的贝居安会院 Flemish Beguinagesn博亚纳教堂 n马达拉骑士 n卡赞勒克的色雷斯人墓 n伊万诺沃的岩洞教堂 n里拉修道院 n内塞伯尔古城 n斯雷伯尔纳自然保护区 n皮林国家公园 n斯韦什塔里的色雷斯人墓保加利亚 Bulgaria 里拉修道院 Rila Monastery 里拉修道院 Rila Monastery Ril

44、a Monastery was founded in the 10th century by St John of Rila,a hermit canonized by the Orthodox Church.His ascetic dwelling and tomb became a holy site and were transformed into a monastic complex which played an important role in the spiritual and social life of medieval Bulgaria.Destroyed by fir

45、e at the beginning of the 19th century,the complex was rebuilt between 1834 and 1862.A characteristic example of the Bulgarian Renaissance(18th19th centuries),the monument symbolizes the awareness of a Slavic cultural identity following centuries of occupation.n兰塞奥兹牧草地国家历史地点 n纳汉尼国家公园 n省立恐龙公园 n克卢恩/弗兰

46、格尔-圣伊莱亚斯/冰川湾/塔琴希尼-阿尔塞克）（与美国共有）n碎头野牛跳崖 n斯冈瓜伊 n伍德布法罗国家公园 n加拿大落基山公园群 加拿大 Canada n魁北克历史城区 n格罗莫讷国家公园 n卢嫩堡老镇 n沃特顿-冰川国际和平公园（与美国共有）n米加沙国家公园 n丽多运河 n乔金斯化石悬崖 加拿大 Canada 加拿大落基山公园群 Canadian Rocky Mountain Parks加拿大落基山公园群 Canadian Rocky Mountain Parks The contiguous national parks of Banff,Jasper,Kootenay and Yoho

47、,as well as the Mount Robson,Mount Assiniboine and Hamber provincial parks,studded with mountain peaks,glaciers,lakes,waterfalls,canyons and limestone caves,form a striking mountain landscape.The Burgess Shale fossil site,well known for its fossil remains of soft-bodied marine animals,is also found there.省立恐龙公园 Dinosaur Provincial Park克罗地亚 The Republic of Croatian杜布罗夫尼克老城 n斯普利特历史建筑群和戴克里先宫 n普利特维采湖群国家公园 n波雷奇历史中心的尤弗拉西苏斯圣殿主教建筑群 n特罗吉尔历史城 n希贝尼克的圣雅各伯主教座堂 n斯塔里格勒平原n 帕福斯 n 特罗多斯地区的彩绘教堂 n 乔伊鲁科蒂亚 塞浦路斯 The Republic of CyprusTHANK YOU