1、靜思篤行 持中秉正 秋記與你分享靜思篤行 持中秉正 秋記與你分享Dealing with Complaints and Emergencies Unit 8靜思篤行 持中秉正 秋記與你分享靜思篤行 持中秉正 秋記與你分享PresentationUnit ObjectivesBackground KnowledgeListening 目 錄Speaking靜思篤行 持中秉正 秋記與你分享靜思篤行 持中秉正 秋記與你分享 靜思篤行 持中秉正 秋記與你分享靜思篤行 持中秉正 秋記與你分享 靜思篤行 持中秉正 秋記與你分享Master the basic words and expressions a

2、bout different types of check-in; Understand how to deal with complaints in an appropriate way; Be able to know the common problems tourists will usually complain about;Be ready to reply properly to a perspective tourist complaint. Unit Objectives 靜思篤行 持中秉正 秋記與你分享North AmericaSouth AmericaEuropeAsia

3、AfricaAustralia伊朗 Iran 靜思篤行 持中秉正 秋記與你分享伊朗 Iran 靜思篤行 持中秉正 秋記與你分享波斯波利斯Borobudur Temple CompoundsThis famous Buddhist temple, dating from the 8th and 9th centuries, is located in central Java. It was built in three tiers: a pyramidal base with five concentric square terraces, the trunk of a cone with t

4、hree circular platforms and, at the top, a monumental stupa. The walls and balustrades are decorated with fine low reliefs, covering a total surface area of 2,500 m2. 靜思篤行 持中秉正 秋記與你分享 Background Knowledge Agencies always try to link up with reliable carriers and hotels that have good reputations for

5、 giving the best service. However, unexpected circumstances do arise, in spite of precautions, especially at peak periods or during unfavorable weather. No one enjoys complaining, for it seldom brings positive feelings to oneself, especially when one is traveling. 靜思篤行 持中秉正 秋記與你分享 Background Knowled

6、ge Tour directors often observe that a few people undergo a personality change when taken out of their own environment, and they behave as they never would when at home. Others become emotionally upset when confronted with problems. For example, they cannot cope with a canceled or delayed flight. Th

7、ey loudly proclaim their woes if a bag is lost or damaged. 靜思篤行 持中秉正 秋記與你分享 Background Knowledge They write lengthy letters to the agency criticizing them for rating a hotel “first class”, since, in their opinion, it does not measure up to the standard of the best hotels in their own country. They b

8、erate the agent for sending them on sightseeing buses that are not like those advertised in brochures. They reject native dishes and drinks. They complain about the service of a local guide simply because he or she is not familiar with the route. 靜思篤行 持中秉正 秋記與你分享 Background Knowledge When dealing wi

9、th complaints, tour guides are supposed to listen carefully and not to make any comments. Then they should go all out to remove the complaints quickly, either by making polite, patient, and detailed explanations, or by making swift, effective corrections and remedies, or reporting the complaints to

10、a superior. In the meantime, tour guides must keep guests informed of the measure or actions that they are going to take. 靜思篤行 持中秉正 秋記與你分享 Background Knowledge In case of emergencies, tour guides must be equipped with basic knowledge of crime prevention and safety procedures, thus diminishing guests

11、 chances of having misfortunes on the way. 靜思篤行 持中秉正 秋記與你分享North AmericaSouth AmericaEuropeAsiaAfricaAustraliaChina 中國靜思篤行 持中秉正 秋記與你分享China 中國靜思篤行 持中秉正 秋記與你分享China 中國靜思篤行 持中秉正 秋記與你分享The Great WallIn c. 220 B.C., under Qin Shi Huang, sections of earlier fortifications were joined together to form a u

12、nited defence system against invasions from the north. Construction continued up to the Ming dynasty (13681644), when the Great Wall became the worlds largest military structure. Its historic and strategic importance is matched only by its architectural significance. 靜思篤行 持中秉正 秋記與你分享Imperial Palaces

13、 of the Ming and Qing Dynasties 靜思篤行 持中秉正 秋記與你分享Jiuzhaigou Valley Scenic and Historical Interest Area靜思篤行 持中秉正 秋記與你分享The sacred Mount Tai (shan means mountain) was the object of an imperial cult for nearly 2,000 years, and the artistic masterpieces found there are in perfect harmony with the natural

14、 landscape. It has always been a source of inspiration for Chinese artists and scholars and symbolizes ancient Chinese civilizations and beliefs. Mount Tai 泰山靜思篤行 持中秉正 秋記與你分享Mount Tai 泰山靜思篤行 持中秉正 秋記與你分享 Listening - dialogue New words and expressions4 1. clog 2. pillow 3. short-staffed 堵塞 枕頭 人手短缺的靜思篤

15、行 持中秉正 秋記與你分享 Listening - passage New words and expressions4 1. emission 2. discharge 3. vicinity 4.distributeover 5. underestimated 6. deter 7. sewage 發出，發射，排出物 流出，排出 鄰近，附近 把散布于 低估的 使不敢，阻攔 下水道，污水靜思篤行 持中秉正 秋記與你分享 Listening - passage New words and expressions4 8. static 9. Gibraltar 10. aesthetic 11.

16、 blight 12. intrude 13. irreparably 靜止的，靜態的 直布羅陀 美學的，審美的 破壞，使枯萎 （與on連用）強迫接受，強使 不能挽回地，不能恢復地靜思篤行 持中秉正 秋記與你分享North AmericaSouth AmericaEuropeAsiaAfricaAustraliaChina 中國靜思篤行 持中秉正 秋記與你分享China 中國靜思篤行 持中秉正 秋記與你分享Sichuan Giant Panda Sanctuaries - Wolong, Mt Siguniang and Jiajin Mountains Sichuan Giant Panda

17、 Sanctuaries, home to more than 30% of the worlds pandas which are classed as highly endangered, covers 924,500 ha with seven nature reserves and nine scenic parks in the Qionglai and Jiajin Mountains. The sanctuaries constitute the largest remaining contiguous habitat of the giant panda, a relict f

18、rom the paleo-tropic forests of the Tertiary Era. It is also the species most important site for captive breeding. The sanctuaries are home to other globally endangered animals such as the red panda, the snow leopard and clouded leopard. They are among the botanically richest sites of any region in the world outside the tropical rainforests, with between 5,000 and 6,000 species of