Practical strategies for guides of English

目录
Unit 1 Tourism & Tour Guides
Warm-up Questions
Situational Dialogues
In the classroom
On the campus
In the classroom
Helpful Sentences
Definitions of tourism
Classification of tour guides
Importance of tour guides′ work
Qualities for being a qualified tour guide
Related Strategies
Tips for Taking the Tour Guide Qualification Examination
Cultural Differences
Tour-guide Training
Related Special Terms
Key tourism organizations & associations
Major types of tourist guides
Tour guide training/education & examination
Practice
Unit 2 Receiving Guests
Warm-up Questions
Situational Dialogues
At the airport arrival lobby
At the railway arrival platform
With individual tourists
By the coach
Helpful Sentences
Finding guests
Self-introduction
Giving greetings
Confirming numbers of the tourists/luggage
Moving out of the airport/railway station
Offering help
Related Strategies
A Full Preparation for Meeting Tourists
Cultural Differences
Customs for Greeting People
Related Special Terms
Key tourist services/agencies in China
Types of travel
Tour guide′s documentation & tools
Airport & railway station
Practice
Unit 3 En Route to the Hotel & Welcome Speech
Warm-up Questions
Situational Dialogues
A welcome speech
An outline of the welcome speech
General introduction to the city
On-the-way guiding
Hotel introduction
Helpful Sentences
Asking for attention
Self-introduction
Introducing a person to a group
Giving welcomes
Expressing intentions to provide good service
Giving good wishes for a pleasant stay
Related Strategies
A Good First Impression
Cultural Differences
Names & Culture
Related Special Terms
Introducing the city
Introducing a hotel
Practice
Unit 4 Checking in at the Hotel
Warm-up Questions
Situational Dialogues
Group check-in with reservation
Group check-in with a room change
FIT check-in
Walk-in check-in
Helpful Sentences
Before checking-in
Registering the guest
Assigning rooms to the guests
Introducing service
Related Strategies
Check-in at a Hotel
Cultural Differences
Art of Speaking
Related Special Terms
A catalog of room types
Meal plans
Food and beverage department
Front office
Housekeeping department
Recreation department
Practice
Unit 5 Itinerary Planning
Warm-up Questions
Situational Dialogues
Discussing a two-day tour in Nanjing
A tour of Ningbo-Hangzhou-Shanghai
Discussing the itinerary with individual guests
Changing a visit to a tea plantation
Helpful Sentences
Starting discussion on the itinerary
Inquiring what the foreign guest would like to see
Making suggestions about places to visit
Making suggestions about the procedures
Soliciting opinions
Related Strategies
Designing Travel Programs
Cultural Differences
Gift Giving Customs
Related Special Terms
Discussing schedules
Activities involved
Practice
Unit 6 Sightseeing I
Warm-up Questions
Situational Dialogues
Before departure
Taking a boat cruise on West Lake
On the bus tour to Suzhou
Touring the Ancient Town of Lijiang
Helpful Sentences
Before departure
On the way to a tourist attraction
Visiting lakes, rivers, and seas
Related Strategies
Tour Guide, a Problem Solver
Cultural Differences
Friendship in China and USA
Related Special Terms
Tourism
Types of travelers/tourists
Practice
Unit 7 Sightseeing II
Warm-up Questions
Situational Dialogues
Visiting Du Fu′s Thatched Cottage
On the bus to Lingyin Temple
Visiting Lingyin Temple
Visiting Mount Huangshan
Helpful Sentences
Visiting temples
Visiting museums
Visiting parks and gardens
Visiting hills and mountains
Visiting towns and cities
Related Strategies
Tips for a Tour Guide at a Scenic Spot
Cultural Differences
Sneezing
Related Special Terms
Tourist attractions and resorts
Religious tours
Five most famous mountains
Four Buddhist holy mountains
Four famous Taoist holy mountains
Practice
Unit 8 Dining at Restaurants
Warm-up Questions
Situational Dialogues
Confirming the reservation
Talking about Chinese cuisines on the way to the restaurant
Learning how to use chopsticks at a restaurant
Dining at Lou Wai Lou Restaurant
Helpful Sentences
Making a reservation or confirmation at a restaurant
Special requests for a meal
Introducing Chinese cuisine and specialties
Paying the bill
Related Strategies
Dining Etiquette for Tour Guides
Cultural Differences
Dining Etiquette in China and the West
Related Special Terms
Culinary terms
Ways of cutting
Ways of cooking
Seasonings
Drinks and beverages
Cantonese cuisine
Sichuan cuisine
Huaiyang cuisine
Northern cuisine
Practice
Unit 9 Shopping Experience
Warm-up Questions
Situational Dialogues
At the hotel lobby
In the tea store
In the silk shop
In the hotel
Helpful Sentences
Offering help
Getting information
Making comments
Bargaining
Related Strategies
Great Shopping Programs
Cultural Differences
British Shops
Related Special Terms
Best buys in China
Where to buy
Clothing
Materials
Handicrafts
Practice
Unit 10 Recreational Programs
Warm-up Questions
Situational Dialogues
At the hotel lobby
At the theatre entrance
On the bus back to the hotel
Helpful Sentences
Introducing the program
Explaining the duration of the program
Giving instructions about seating arrangements
Commenting on the performance
Related Strategies
Planning Recreational Programs
Cultural Differences
Chinese Operas Vs.Western Operas
Related Special Terms
Types of most popular cultural events in China
Concerts and performing groups
Some famous repertoires of Peking Opera
Roles in Peking Opera and other dramas
Acrobatic gymnastics
Practice
Unit 11 Dealing with Miscellaneous Matters
Warm-up Questions
Situational Dialogues
At the restaurant
On the bus
At Yungang Grotto
Helpful Sentences
Accepting the request
Refusing or declining the request
Negotiating
Related Strategies
Careful Preparation for Miscellaneous Matters
Cultural Differences
Class-Specific Terminology
Related Special Terms
Post and telecommunications
Financing
Medical and health care
Practice
Unit 12 Dealing with Emergencies
Warm-up Questions
Situational Dialogues
On the way to a tourist site by bus
In front of the tour bus
On the way back to the airport
On the Great Wall
Helpful Sentences
Comforting the guests
Seeking for help
Reminding the guests
Related Strategies
When Bad Luck Happens
Cultural Differences
Contentious and Passive
Related Special Terms
Key emergency handling sectors in China
Types of emergency
Weather conditions
Practice
Unit 13 Handling Complaints
Warm-up Questions
Situational Dialogues
On the tour bus
At a scenic spot
On the bus
At the airport
Helpful Sentences
Showing sympathy and apology
Calming others down
Making suggestions
Related Strategies
Never Say “No” Rashly
Cultural Differences
Past & Future
Related Special Terms
Claims and complaints
Those concerned in settling complaints
Practice
Unit 14 Seeing off Guests and Farewell Speeches
Warm-up Questions
Situational Dialogues
At the hotel lobby
On the way to the airport lobby
In the waiting room of a train station
Helpful Sentences
Confirming issues
Showing gratitude
Saying good-bye
Related Strategies
A Perfect Seeing-off
A Sample Farewell Speech
Cultural Differences
Saying Good-bye
Related Special Terms
Key flight airliners and their codes
From the hotel to the airport/railway station
Practice
Answers for Reference
Appendices
1 Global Code of Ethics on Tourism
2 The Evaluation Standards of On-Spot Examination for Tour Guide Qualification
3 Travel Plan & Itinerary
4 Forms Used in Hotels
5 Guide to Customs Clearance
6 Baggage Declaration Form
7 导游基本安全常识与急救措施