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1. Unit 13 Handling Complaints PPT模板下载：www.1ppt.com/moban/行业PPT模板：www.1ppt.com/hangye/ 节日PPT模板：www.1ppt.com/jieri/ PPT素材下载：www.1ppt.com/sucai/ PPT背景图片：www.1ppt.com/beijing/ PPT图表下载：www.1ppt.com/tubiao/ 优秀PPT下载：www.1ppt.com/xiazai/ PPT教程： www.1ppt.com/powerpoint/ Word教程： www.1ppt.com/word/ Excel教程：www.1ppt.com/excel/ 资料下载：www.1ppt.com/ziliao/ PPT课件下载：www.1ppt.com/kejian/ 范文下载：www.1ppt.com/fanwen/试卷下载：www.1ppt.com/shiti/ 教案下载：www.1ppt.com/jiaoan/

3. China in Video Watch the video. Discuss with your classmates and answer the following questions. Note: premium (英) [ˈpriːmɪəm](美) [ˈprimiəm] n. 奖金

4. Please discuss with your classmates and answer the following questions. 1. What should a guide do when foreign tourists complain about something? 2. What kind of tourists should a guide be aware of so as to avoid or reduce complaints? 3. What should a guide do when tourists blame everything unpleasant on him/her? 4. What should a guide do when a tourist refuses to accept his/her explanation for the problem?

5. Reference for answering the questions 1.1) When foreign tourists complain about something directly, it’s necessary for a guide to listen carefully and patiently at first, and then try to explain clearly to them and convince them of the proper way in solving problems. A guide should understand foreign tourists and give them respect and advice. 2) When foreign tourists are not satisfied with something and they complain about it to a guide, he or she should get to know all the details clearly and give his or her guests explanations and apologies. Try best to make up when possible, and don’t forget to give thanks to their understanding and cooperation

6. 请在此输入您的标题 2.1) When a tourist is quite particular about everything, he/she is apt to blame others on every possible occasion and is hard to please. Besides. he/she tends to expect more and most probably he/she won’t get on well with the other tourists. If anything annoys him/her, he/she will complain loudly. 2) When a tourist is suspicious about everything, he/she will be skeptical about the guide as well as the other tourists. He/She will cause trouble or complain a lot if the guide doesn’t pay enough attention to him/her. 3) When a tourist tends to get excited easily, he/she may like to argue with others. He/She might speak loudly and hurt others. The guide should not be afraid of them. Get ready for them and try your best not to irritate them.

7. 请在此输入您的标题 3. When tourists suffer a lot during the journey because of some uncontrollable factors, some would like to blame everything unpleasant on the guide. When this happens, the guide should bravely stand up to it and be calm enough to take action to settle the disputes: ◇ Report to the agency in a timely manner and wait for instructions; ◇ Be cooperative to solve the problem in a reasonable and positive way; ◇ Communicate with the tour leader and offer an explanation to those influential tourists in the group to seek understanding and forgiveness; ◇ Take possible actions to make up for the sufferings the tourists have endured, such as giving gifts, or better food with the help of the travel agency; ◇ Serve the tourists more enthusiastically and patiently in the remaining activities.

8. 请在此输入您的标题 4. 1) That a tourist refuses to accept the explanation for the problem may result from a lot of reasons. However, this may influence the whole tour plan and even make the guide unable to control the situation. Thus a guide should first of all get to know if there is something wrong with his/ her own decision or actions. 2) A guide should analyze the reasons for this situation and ask the tour leader for help so as to persuade the tourists. The guide should be kind and patient enough to give the tourists time to understand and be cooperative.

9. Situational Dialogues Listen to the dialogues and practice with your teammates Scene 1 (On the tour bus ) Notes: on behalf of 代表

10. Situational Dialogues Scene 2(At a scenic spot ) Notes: slippery (英) [ˈslɪpərɪ] (美) [ˈslɪpəri]adj. 滑的 withstand [wɪðˈstænd] v. 抵挡

11. Situational Dialogues Scene 3(On the bus )

12. Situational Dialogues Scene 4(At the airport ) Notes: cheer up 振作起来

13. Some Helpful Sentences Read the sentences in the book and practice yourself Show sympathy and apology Calm others down Make suggestions Notes: blast(英) [blɑːst](美) [blæst]v.攻诘

14. Related Strategies Tips for Never Say “No” Rashly Listen to the passage and summarize the tips mentioned Notes: aggressive [əˈɡrɛsɪv]adj. 好斗的 retort (英) [rɪˈtɔːt] (美)[rɪˈtɔrt]v. 反驳

15. 请在此输入您的标题 Possible answers for reference Tip 1. Faced with the demands made by the tourists, a guide should first of all show his/her respect, sympathy and understanding to them. Tip 2. For those who ask for something reasonable but impossible to be satisfied, a guide should explain that it is impossible in a polite way. Tip 3. To those who ask for something unreasonable or even insulting, a guide may refuse them by answering “I’m not clear what you mean”, “I’ll have to go there and see it for myself”, or “I’m afraid I know little about it.” Tip 4. If tourists are still not satisfied with what the guide says and wants to make a formal complaint, the guide should immediately take the complaining tourist to a place where both of them can have a person-to-person talk. Tip 5. If there are really some complaints that are too hard to be dealt with, the guide should ask the tourist or those concerned to complete a signed complaint form so that the guide can report the problem to the travel agency for final settlement.

16. Cultural Differences Listen and enrich your knowledge PAST & FUTURE : Chinese:Chinese tend to view foreigners as not respecting past tradition, and loving “change for the sake of change”, even if it may not be necessary. In traditional Chinese culture, the PAST is “in front of them”, and the future is “behind them”. Chinese culture ---past events are an indication of what will happen now; making decisions without being aware of what has happened in the past is foolish.  But the future is behind him; he cannot see it, he cannot predict it.  Foreigners: Foreigners tend to view Chinese as lacking creativity and pro-activity, unable to come up with new ideas, trapped by tradition. Western culture --- the past is behind him; he knows it is there, but it is not important, because he cannot change it or control it...it has already happened.  For him, the future is more exciting and interesting. Your own opinion: ?

17. Related Special Terms Claims and complaints Those concerned in settling complaints

18. Practice Answers for reference： I. Complete the following dialogues in English with the information given. 1. Smoking here is forbidden. according to the rules I have to fine you. He didn’t do it intentionally. But if I had reminded you again before you came into the room, you wouldn’t have been fined.

19. Practice 2. I’m sorry for my delay because of some mistake we made. But we will try our best to make it up to you by arranging everything well during your stay here. Please have confidence in us. We’ve already especially prepared some delicious food for you to make up for the delay. If you need anything, don’t hesitate to ask me.

20. Practice II. Make role-plays based on the following situations. Two students are to play the roles of a guide and a tour member Mr. Black. Mr. Black complains to the guide that the tour leader is not very considerate to tour members. The tour leader seems unfriendly and lazy. But in fact the tour leader is not feeling well because of his cold. Two students are to play the roles of a guide and a tour member Miss Smith. Miss Smith complains to the guide that she and the other tour members are not interested in the place they are going to visit. She argues that the guide should take them to another place they want to visit. Two students are to play the roles of a guide, and a tour member, Mr. Firmer. Mr. Firmer is complaining to the guide about another tour member Mr. Smith.

21. Practice III. Put the following Chinese into English. ( Possible Answer) 1. There’s a Chinese saying that “friendship grows out of blows”. When tourists have something to complain about, a guide should not conflict with them but regard them as friends and help them. 2. Whenever there’s complaint, a guide may understand and treat tourists with sincerity. It’s easier for tourists to accept reconciliation when they feel they have got enough attention.

22. Practice 3. When receiving guests, a guide may sometimes meet some tourists who complain unreasonably either because of their own bad manners or their characters. The guide should be neither humble nor arrogant. 4. When faced with a complaint from a tourist, a guide should analyze it based on the current situation. Don’t make things worse. He/She should sympathize with the tourists or provide an explanation for the situation.