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Practice Training ⅤPractice Training Ⅴ

Handling Emergency Case

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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

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• Part Two Situational Dialogue

• Part Three Writing-skill

• Part Four Exercises

• Part Five Social Etiquette

• Part One Background Material

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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.

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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.

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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:

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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.

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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:

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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

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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

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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.

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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

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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

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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？

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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。

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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

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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.

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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.

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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

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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

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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

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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.

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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___________

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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__________

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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:

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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.

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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（）

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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.

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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. ______________________________________________________ ______________________________________________________

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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.

________________________________________________________

________________________________________________________

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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

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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

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