1、大连理工大学出版社Unit FiveHandling Emergency Case（第三版）新世纪高职高专旅游管理专业系列规划教材新世纪高职高专教材编审委员会组编主编彭华大连理工大学出版社Unit FiveHandling Emergency CaseBackground MaterialTips for ReferenceIt s normal to come across troubles during traveling.For instance,the wallet is stolen;passport and visa are missing;falling ill and so o
2、n.The following are the tips for your references:1.Ask for help from your companion,if available.2.Be sure to take a quick response.3.The tour guide is the best one for help if there is one.4.Be alert to the possible theft or robbery.5.Do not be alone.6.Be calm.7.Take the necessary medicine with you
3、.8.Politely ask help from local residents.9.Find the proper way to diminish your loss,e.g.reimbursement.10.For more details about how a tour guide handles emergency,please refer to the Appendix I.大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueVocabularyDialogue Oneclaimn.要求，求权v.请求，主张，声
4、称misplacevt.错放(误给)commercialadj.商业的inconveniencen.不便，困难proceedv.着手进行大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueVocabularyDialogue Twoidentificationn.身份的证明corridorn.走廊大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueDialogue One A tourist,Mr.Smith found his luggage missi
5、ng at the airport.He is now talking about this case with his tour guide.S:Mr.Smith,a tourist J:Jocelyn,a tour guide Z:Mr.Zhang,a clerk at airportS:Excuse me,is this all the luggage?J:Yes,I think so.S:My luggage seems to be missing.J:How many pieces do you have?S:Two.A large red hard-cover one and a
6、small dark blue one;both have wheels.J:Could I see your luggage claim checks and your full name?S:Aeron Smith,here you are.J:OK.Just a moment and I ll check it out for you.(After several minutes)Well,Mr.Smith,your luggage seems to have been misplaced.S:What am I supposed to do?They have all my thing
7、s.大连理工大学出版社Unit FiveHandling Emergency Case大连理工大学出版社Unit FiveHandling Emergency Case大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueDialogue Two A tourist,Mrs.Smith can t find her coat at hotel.She goes to the front desk asking for the receptionist s help.S:Mrs.Smith,a tourist A:Annie,a
8、 receptionist at the front deskA:Good morning,Miss.Is there anything I can do for you?S:Yes.I left my coat here,but now I can t find where it is.A:I see.Could you describe it,please?S:It is made of wool with grey checked lining.A:Is there anything in the pockets,Miss?S:Let me see.Maybe there is a na
9、me card in it.The name is Abby Blair.A:May I see any identification,please?S:All right.Here is my passport.A:Don t worry.Just now a coat like that was on the counter here and no one claimed it,so I sent it to the Lost and Found Department.I think your coat is there.S:Could you please tell me where t
10、he Lost and Finding Department is?A:It s at the end of the corridor on the third floor.You won t miss it.大连理工大学出版社Unit FiveHandling Emergency CaseNotes1.It is made of wool with gray checked lining.它是毛料的，有格子花纹的衬里。2.Lost and Found Department 失物招领处大连理工大学出版社Unit FiveHandling Emergency CaseSituational Di
11、alogueUseful ExpressionsFor a Tour Guide1.Have you checked your wallet or anywhere else?您检查过您的钱夹或别的地方吗？2.Would you please wait a moment?Let me ask the captain on duty.您能稍等一下吗？我去问一下值日的领班。大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tour Guide3.Could you help me
12、 find its owner?您能帮我找到失主吗？4.Could you describe it as more specific as possible?您能尽量详细地描述一下细节吗？大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tour Guide5.Make sure you ve written everything clearly.一定要把每一项都填写清楚。6.Could you please fill out this Lost Property Form?
13、您填一下失物单好吗？大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tour Guide7.If you want to add dishes or a beverage,I m afraid you have to bear the expense.如果您要加菜的话，恐怕增加的部分要自己买单。8.Due to the bad weather,I m afraid our flight will be delayed.I know you are very tired an
14、d I have reported to our travel agency to see how to handle it as soon as possible.因为恶劣的天气，恐怕我们要搭乘的飞机要晚点。知道大家已经很累了，我已经将此事报告旅行社看看要怎么尽快解决。大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tour Guide9.In order to make sure nobody is missing during the sightseeing,woul
15、d you please not to get separated from the group?为了在游览时不至于迷失，请大家尽量不要与其他团员分散，好吗?10.Please mind your steps while climbing the mountain.请大家在登山的时候务必注意自己的脚下。大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tourist1.My passport was lost.I put it right here in my pocket.
16、我的护照不见了,我就放在这个口袋里了。2.Oh,I m so careless!Thank you so much.And when can I get it back?哎呀，我太粗心了，太谢谢您了！我什么时候能取回？大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tourist3.I want to stay at hotel to watch a football match,so I won t participate in the recreational acti
17、vities arranged in the travel plan.今天下午我想待在酒店看足球比赛，不参加旅行计划书中安排的娱乐活动了。4.Meals provided for our tour group are too bad;is it possible to change the menu?我们的团餐太差了，能不能换菜单呢？大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tourist5.I m informed that someone has found my
18、 handbag.听说有人找到了我的钱包。6.By the way,could you tell me who has found my bag and brought it here?I want to give my personal appreciation to him or her.顺便问一下，能告诉我是谁发现并把包拿到这儿的吗？我想当面向他（她）致谢。大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tourist7.I have a stomachache/he
19、adache/backache/fever/heart attack.我胃疼/头疼/背疼/发烧/心脏病。8.We have used up all of our traveler checks,and can t get a bank advance.我们的旅行支票钱用光了，银行又不允许透支。大连理工大学出版社Unit FiveHandling Emergency CaseSituational DialogueUseful ExpressionsFor a Tourist9.I m a Chinese tourist and I want to report a burglary.我是一名中
20、国游客，我想报一起入室行窃案。10.This happened in your hotel.I ll ask for a reimbursement.这事发生在你们旅店，我要求赔偿。大连理工大学出版社Unit FiveHandling Emergency CaseWriting-skillTips for ReferenceIt s not unusual for a tourist to lose his personal property or belongings.If so,he is suggested to report to the travel service or hotel
21、 by phone call,fax or log directly on the website to write an e-mail asking for after-sales service.A quick and efficient response may give the tourist a deep impression upon their service.大连理工大学出版社Unit FiveHandling Emergency CaseWriting-skillSample 1大连理工大学出版社Unit FiveHandling Emergency CaseWriting-
22、skillSample 2Shangri-La Hotel,HangzhouTo:Brad PetersonFrom:Jerry Lee,head of the Front DeskSubject:claim for the lost ringDate:Dec.1st,2014Dear Mr.Peterson,In reply to your message dated to Nov.30,2014,we are glad to inform you that your lost wedding ring has been found in the drawer of the table.We
23、 have sent it to your given address in London so that you will receive it within the next few days.Welcome to our hotel during your next stay in Hangzhou.Yours truly,Jerry LeeHead of the Front Desk大连理工大学出版社Unit FiveHandling Emergency CaseWriting-skillWriting Practice Suppose a tourist from UK lost h
24、er mobile phone at hotel lobby,and then she asked the chief in the Lost and Found of the hotel to write a notice of Lost.Be sure to have the lost thing clearly described.大连理工大学出版社Unit FiveHandling Emergency CaseExercises1.Read aloud until you can say it from memory,then translate it into Chinese.In
25、recent years,going abroad for a holiday has become a national pastime.Traveling is indeed fun.But what should you do if you lose your luggage?Don t panic.Just go straight to the airline you re traveling with.They will direct you to the Lost and Found Department.In most cases,they will find your lugg
26、age.But you must not forget one thing when you re at the check-in counter.Make sure you get a baggage check stub.Without it,the airline will have great difficulty helpingyou.大连理工大学出版社Unit FiveHandling Emergency CaseExercises2.Listening TasksTask One:Listen and fill in the blanks with what you hear a
27、nd then do a pair-work to practice it orally.A:a tourist B:a tour guideA:Hello?Is that Mr.Bail?B:Yes,_.A:This is John.I ve been left behind,and what was worse,I ve _.B:Don t worry.Can you _ the place where you are?A:There s a _ here.It s called Dong Fang.B:I see.You ve taken the _.Now,you ve got to
28、turn back,_ till you arrive at a bus station.Then turn left and go about 200 meters and you ll find us at the _.A:Oh,gosh,it ll surely take a long time.B:Not that long,John,about _,I guess.You can ask a policeman for the way when necessary.A:Thank you.speaking lost my waydescribe pavilionwrong waywa
29、lk straightparking lotminutes大连理工大学出版社Unit FiveHandling Emergency CaseExercises2.Listening TasksTask Two:Listen to a typical public announcement made at an airport or on an airplane,then fill in the blanks with what you hear.As a conclusion,to be a qualified tour guide,you need to love your work,hav
30、e _,have a good sense of professional ethics,_,_,have professional knowledge,have a strong organizational capacity,_,accessible to the young and old,patient,hospitality and amiability,after the accident before their own people.Moreover,to be a qualified tour guide,it is necessary to continue _ yours
31、elf,to spend some thoughts on the tourists,understand and provide better services for them,know how to treasure the opportunity to understand the life-long learning of people.a high sense of patriotismfamiliar with the teamworkhave a good imagebe flexible to deal with problemsthe learning process of
32、 training大连理工大学出版社Unit FiveHandling Emergency CaseExercises3.Read the following passage and decide whether the statements are true(T)or false(F).When people visit this state they rarely expect the worst.However,there is always the risk of an emergency or disaster such as a bushfire.Becoming lost in
33、the bush,falling into a hidden hole,experiencing difficulty when swimming in cold water and even flood,may all seem unlikely when planning a trip,but could become a reality.The State Council is undertaking a pilot program to develop a Tourism Emergency Plan,which has been fully funded by the Federal
34、 Government.This includes places where tourists gather such as hotel establishments and local attractions.The project will explore the best ways to relay information and inform people about dangers and emergency procedures.The project will also include:Maps of brochure for dangerous areas.Identifyin
35、g potential dangers.Identifying potential emergency incidents.Developing training packages.Development of a training direction.The project was said to be essential to encourage self-protection among visitors and it would also give tourist operators and residents greater skills to protect themselves
36、and their own property in the event of a bushfire.This program is being developed based on the number of models used in Australia and overseas.大连理工大学出版社Unit FiveHandling Emergency CaseExercises3.Read the following passage and decide whether the statements are true(T)or false(F).(1)This project is to
37、 prevent the potential flood.(2)The project is funded by the American government.(3)The project is aimed to protect the big bush only.(4)The organization will hand out brochures to the local residents to improve their alertness.(5)The project has its root in Austria.FTFTF大连理工大学出版社Unit FiveHandling E
38、mergency CaseExercises4.Role PlaySuppose one of your tourists has lost his passport.As a tour guide,you are trying your best to calm him down and helping him find the passport through various channels.大连理工大学出版社Unit FiveHandling Emergency CaseExercises5.Translation(1)我在购物时遗失了信用卡，需要挂失。(2)我把自己锁在外面了，可以请
39、你们帮我开门吗？I lost my credit card while I was shopping.Id like to put a stop on my card.Ive locked myself out.Would you please open the door for me?大连理工大学出版社Unit FiveHandling Emergency CaseExercises5.Translation(3)如果有火警，你们可以通过紧急出口和楼梯逃生。(4)在工作时间您可以到失物招领处领取您的护照。If there is a fire alarm,you can escape from
40、 the emergency exit and stairways.You may come to the Lost and Found Office to get back your passport during the business hour.大连理工大学出版社Unit FiveHandling Emergency CaseExercises5.Translation(5)刚才我在兑换旅行支票时可能把我的身份证落在贵行了。(6)填写失物单时一定要把每一项都填写清楚。I might leave my ID card in your bank when I cashed the trav
41、elers check just now.Make sure youve written everything clearly when you fill out the lost property form.大连理工大学出版社Unit FiveHandling Emergency CaseText BChinese Traditional Festivals(I)Spring FestivalThe Spring Festival is the most important celebration for Chinese people.Although the meaning and the
42、 methods of celebration of the Spring Festival are changing with the time,the important status of the Spring Festival is incomparable.According to the traditional custom,the Spring Festival lasts from the 23rd day of 12th lunar month to the 15th day of 1st lunar month,and the climax should be the Ne
43、w Year Eve and the first day of first lunar month.People carry out a lot of activities all over the country to welcome the Spring Festival.In the countryside,all the families clean their houses,wash their clothes and bed sheets.Fresh new clothes and sheets commemorate the fresh New Year!Special New
44、Year purchases are also important parts of upcoming New Year.In the city,they celebrate the New Year with art teams performances,various entertainment parties,and the big parks hold“Temple Fairs”,“Exhibition show of Flowers”ect.To provide recreation,food and art!大连理工大学出版社Unit FiveHandling Emergency
45、CaseText BMid-Autumn FestivalThe Mid-Autumn Festival is on the 15th day of the 8th Junar month.It is an evening celebration when families gather together to light lanterns,eat moon cakes and appreciate the round moon.On that night,the moon appears to be at its roundest and brightest.The full moon is
46、 a symbol for family reunion,which is why that day is also known as the Festival of Reunion.In mid-autumn,farmers have just finished gathering their crops and bringing in fruits in the orchards.They are overwhelmed with joy when they have a bumper harvest and at the same time,they feel quite relaxed
47、 after a year of hard work.So the 15th day of the eighth lunar month(the Mid-Autumn Festival)has gradually evolved as a widely celebrated festival for ordinary people.大连理工大学出版社Unit FiveHandling Emergency CaseText BVocabularystatusn.地位，身份incomparableadj.无比的，无双的lunaradj.月亮的climaxn.高潮，极点commemoratev.纪念
48、，庆祝symboln.符号，标志upcomingadj.即将来临的orchardn.果园bumpern.缓冲挡，满杯，丰收evolve v.进展，进化，展开大连理工大学出版社Unit FiveHandling Emergency CaseNotes1.The important status of the Spring Festival is incomparable.春节的地位是无与伦比的。2.lunar month 农历月份3.“Temple Fairs”,“Exhibition show of Flowers”庙会”花展”4.When families gather together t
49、o light lanterns.当家人团圆，结伴去赏花灯时。5.Farmers have just finished gathering their crops and bringing in fruits in the orchards.农民收割完稻子并放入粮仓。6.They are overwhelmed with joy.他们内心充满了丰收的喜悦。大连理工大学出版社Unit FiveHandling Emergency CaseText BExercises1.Answer the following questions according to the text.(1)How lon
50、g does the season of Spring Festival last in China?(2)What do the countryside people do for the coming of the Spring Festival?According to the traditional custom,the Spring Festival lasts from the 23rd day of 12th lunar month to the 15th day of 1st lunar monthIn the countryside,all the families clea
