logo practice training Ⅴ handling emergency case
Post on 22-Dec-2015
260 Views
Preview:
TRANSCRIPT
LOGO
Practice Training ⅤPractice Training Ⅴ
Handling Emergency Case
LOGO
学会用英语与客人有效沟通,应对突发事件熟练掌握与本话题相关的专业英语词汇及常用句型表达能针对模拟的突发事件场景予以有效解决问题学会用英文写作有关失物招领的信件或通知了解英语文化中的禁忌
Study Objectives
LOGO
• Part Two Situational Dialogue
• Part Three Writing-skill
• Part Four Exercises
• Part Five Social Etiquette
• Part One Background Material
LOGO
Part One Background Material
Question: How to deal with emergency case?
It’s normal to come across troubles during traveling. For instance, the
wallet is stolen; passport and visa are missing; falling ill and so on. The
followings are the tips for your references:
Tips for reference
1. Ask for help from your companion, and don’t be shy.
2. Be sure to take a quick response.
3. Do not hesitate.
4. The tour guide is the best one for help if there is one.
5. Be alert to the possible theft or robbery.
6. Do not be alone.
LOGO
Part One Background Material
7. Be calm.
8. Take with you the necessary medicine.
9. Politely ask help from local residents.
10. Find the proper way to diminish your loss, e.g. reimbursement.
LOGO
Part Two Situational Dialogue
Mr. Smith B: a tour guide C: Mr. Zhang
Excuse me, is this all the luggage?
Yes, I think so.
My luggage seems to be missing.
How many pieces do you have?
Two. A large red hard-cover one and a small dark blue one; both
have wheels.
Could I see your luggage claim checks1 and your full name?
John Smith, here you are.
I have it. Just a moment and I’ll check it out for you. (After several
minutes) Well, Mr. Smith, your luggage seems to have been
misplaced.
Dialogue One
A:
A:
B:
A:
B:
A:
B:
A:
B:
LOGO
Part Two Situational Dialogue
A: What am I supposed to do? They have all my things.
B: I’m terribly sorry. We’ll get in touch with the airline and try our best to
get them back. Please fill out this claim form with your check number.2
A: OK, what will happen if you can’t find them?
B: Well, Mr. Smith, I do not work for the airline. Let’s talk to the airline
official.
(A few minutes later)
C: Here is Mr. Zhang. I’m in charge of the commercial luggage for the
airport.
A: Mr. Zhang, what are you doing about my bags?
C: Mr. Smith. I’m very sorry for this inconvenience. We are working to
correct this mistake immediately.
LOGO
Part Two Situational Dialogue
I want my things back by tomorrow morning or I’ll write to the tour
company and the airline.3
Mr. Smith. We’ll need a little more time than that, because while we
should be able to locate your luggage tonight, it will take more time to
get it here.
Well, I’m not leaving my hotel room until I have my bags.
Please, Mr. Smith, let’s proceed to the hotel, where you can rest after
your journey and enjoy a fine Chinese meal.
OK, that sounds good.
A:
C:
A:
B:
A:
LOGO
Part Two situational Dialogue
wheel [ wi:l, hw- ] n. 轮子,期claim [ kleim ] n. 要求,求权; v. 要求,请 求,主张,声称,断言misplace [ 'mis'pleis ] vt. 错放 ( 误给 )
commercial [ kə'mə:ʃəl ] adj 商业的inconvenience [ inkən'vi:njəns ] n. 不便,困难proceed [ prə'si:d ] v. 著手进行,继续进行
Vocabulary
LOGO
Part Two Situational Dialogue
A: a tourist B: a tour guide
A: Good morning, Miss Abby. Is there anything I can do for you?
B: Yes. I left my coat here, but now I can’t find where it is.
A: I see. Could you describe it, please?
B: It is made of wool with grey checked lining.1
A: Is there anything in the pockets, Miss?
B: Let me see. Maybe there is a name card in it. The name is Abby Blair.
A: May I see some identification, please?
B: All right. Here is my passport.
Dialogue Two
LOGO
Part Two Situational Dialogue
A: Don’t worry. Just now a coat like that was on the counter here and no
one claimed it, so I sent is to the Lost and Found Department.2 I think
your coat is there.
B: Could you please tell me where the Lost and Finding Department is?
A: It’s at the end of the corridor on the third floor. You won’t miss it.
B: Thank you very much.
A: Not at all. Have a nice day.
LOGO
Part Two Situational Dialogue
describe [ dis'kraib ] v. 描述grey [ grei ] adj. 灰色的; n. 灰色 ( 的 )
identification [ aidentifi'keiʃən ] n. 身份的证明passport [ 'pɑ:spɔ:t ] n. 护照counter [ 'kauntə ] n. 柜台corridor [ 'kɔridɔ: ] n. 走廊
Vocabulary
LOGO
Part Two Situational Dialogue
1. 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 our captain.
您能稍等一下吗?我去问一下我们的领班。3. Could you help me find its owner?
您能帮我找到失主吗?4. Could you describe it a little bit.
您能描述一下吗?5. 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?
您填一下失物单好吗?
Useful Expressions
For a tour guide
LOGO
Part Two Situational DialogueUseful Expressions
7. We have checked our Lost and Found list but I’m afraid your glasses
did not appear on it. We can contact you if it’s located.
我们已经查过了我们的失物招领单,但是恐怕上面没有您的眼镜。如果 有人发现了我们会和您联系。8. What’s wrong / the trouble/ the matter with you?
您怎么了?9. Please come to the police station and report it.
请到警车局来做笔录。10. We’ll send someone to repair the water tap immediately. What’s your
room number?
我们将会立即派人来修水龙头,您的房间号是多少?
LOGO
Part Two Situational DialogueUseful Expressions
For a tourist
1. My passport was lost. I put it right here in my pocket.
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!太感谢您了,我什么时候能取回?3. Here is my ID card.
这是我的身份证。4. I found this wallet in the street. I guess it’s lost.
我在街上发现了这个钱包,我想是谁丢的吧。5. I’m informed that someone has found my handbag.
听说有人找到了我的钱包。
LOGO
Part Two Situational Dialogue
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吗?我想当面向他 (她)致谢。7. I have a stomachache/ headache/ 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。9. I’m a Chinese tourist and I want to report a burglary.
我是一名中国游客,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。
Useful Expressions
LOGO
Part Three Writing-skill
How to Write an Complaint Letter
Tips for reference
It’s usual that a tourist may lose his or her personal property or
belongs. The travel service should pay great attention to offer help. The
following two sample letters are the letters on Lost and Found. The
information listed in them includes time, location, what, etc. A quick and
efficient response may give the tourists a deep impression upon your
service.
LOGO
Part Three Writing-skill
Sample 1(1) On Lost
23 Oxford Street
London
23rd Jan., 2008
The Manager
ABC Hotel Group
64 Changguo Road
Nanjing, PRC
Dear sir,
I had the fortune to stay at your esteemed hotel from Jan 13th to Jan
20th. And my room No. was 308.
LOGO
Part Three Writing-skill
Sample 1(2)
I am sorry to tell you that I lost my wedding ring during my stay at
your hotel.
Would you please look for it and kindly let me hear from you soon!
Yours faithfully,
Brad Peterson
LOGO
Part Three Writing-skill
Sample 2 On Found
Dear Mr. Peterson,
In reply to your letter of Jan 23rd we are glad to inform you that your
wedding ring has been discovered in the drawer of the table.
We have sent it to your permanent address in London so that you will
receive it within the next few days.
Yours truly,
Xinghua Lee
LOGO
Part Three Writing-skill
Suppose a tourist from UK lost her necklace, and then she asked the
chief in the Lost and Found to write a notice of Lost. Be sure to have the
lost things clearly described.
Writing Practice
LOGO
Part Four Exercises
1. Reading aloud until you can say it from memory, then translate it
into Chinese.
In recent years, going abroad for a holiday ahs 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 luggage. 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 helping you.
LOGO
Part Four Exercises
2. Fill in the blanks according to the context.
A: John, a tourist B: Mr. Bail, a tour guide
A: Hello? Is that Mr. Bail?
B: Yes, (1) .
A: This is John. I’ve been left behind, and what was worse, I’ve
(2) .
B: Don’t worry. Can you (3) the place where you are?
A: There’s a (4) here. It’s called Dong Fang.
B: I see. You’ve taken the (5) . Now, you’ve got to
turn back, (6) till you arrive at a bus station. Then turn
left and go about 200 meters and you’ll find us at the
(7) .
speaking________
lost my way__________
wrong way__________
describe________
walk straight___________
pavilion_______
parking lot___________
LOGO
Part Four Exercises
A: Oh, gosh, it’ll sure take a long time.
B: Not that long, John, about (8) , I guess. You can ask
a policeman for the way when necessary.
A: Thank you.
10 minutes__________
LOGO
Part Four Exercises
3. Read the following passage and decide whether they are true (T)
or false (F).
When people visit this state they rarely expected the worst. However,
there is always the risk of an emergency or disaster such as a bushfire.
Becoming lost in 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 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:
LOGO
Part Four Exercises
● Maps of brochure for dangerous areas.
● Identifying potential dangers.
● Identifying potential emergency incidents.
● Developing training packages.
● Development of a training direction.
Mr. Dempster said the project was essential to encourage self-prote
ction among visitors and it would also give tourist operators and residen
ts greater skills to protect themselves and their own property in the eve
nt of a bushfire.
This program is being developed based on number of models used
in Australia and overseas.
LOGO
Part Four Exercises
1. This project is to 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.
F( )T( )
F( )
T( )F( )
LOGO
Part Four Exercises
Suppose one of your tourists has lost his passport. As a tour guide, y
ou are trying your best to calm him down and helping him to find the pass
port through various channels.
4. Role Play.
LOGO
Part Four Exercises
5. Translation.
(1) 我在购物时遗失了信用卡,请把它作废。
(2) 我把自己锁在外面了,可以请你们帮我开门吗?
(3) 如果有火警,你们可以通过紧急出口和楼梯逃生。
I lost my credit card while I was shopping. I’d like to put a stop on my card.
_______________________________________________________ _____________________________________________________
I’ve locked myself out. Would you please open the door for me? ______________________________________________________
If there is a fire alarm, you can escape from the emergency exit and stairways. ______________________________________________________ ______________________________________________________
LOGO
Part Four Exercises
(4) 在工作时间您可以到失物招领处领取您的护照。
(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。
You may come to the Lost and Found Office to get back your
passport during the business hour.
________________________________________________________
________________________________________________________
I may leave my ID card in your bank when I cashed the traveler’s
check just now.
________________________________________________________
________________________________________________________
Make sure you’ve written everything clearly when you fill out the lost
property form.
________________________________________________________
________________________________________________________
LOGO
Part Five Social Etiquette
Singaporeans generally entertain guests with lunch or dinner. Eating
with Indians and Malaysians in Singapore, one should be careful not to
use his left hand. When you are talking with Singaporeans, try to avoid
discussing politics and religion. They hate men with long hair and beard
which may result in a prohibited immigrants.
In India, men do not shake hands with women; even in public places
speak alone with India women is unwise, and women are rarely seen in
public places.
Taboos for Travel
Transaction
LOGO
Part Five Social Etiquette
Saudi is well-known for their generousness and you should not
always focus on his wristwatch or other items, or he will give it to you on
the spot. Any refuse would be seen as rudeness. They offer great
hospitality. Invited as a guest, you may bring small gifts with you, but do
not carry liquors. In addition, do not send gifts to hostess alone, nor to a
married woman. Do not send sculptures with women pictures and the
image of women.
The greatest Italian meal is lunch which may last for two to three
hours. Persistently refusal of invitations for lunch or dinner is
discourteous. If invited, you may bring flowers, wine or chocolate as a
gift, but not with chrysanthemum, which is used at funerals. Flowers for
gift should be in singular. Changes are not directly addressed to you for
money at shopping, but with other goods instead.
Transaction
top related