Practice Training Ⅴ

Practice Training Ⅴ Handling Emergency Case www.themegallery.com

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 www.themegallery.com

Part Two Situational Dialogue • Part One Background Material • Part Three Writing-skill • Part Four Exercises • Part Five Social Etiquette www.themegallery.com

Part One Background Material Question: How to deal with emergency case? Tips for reference 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: 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. www.themegallery.com

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. www.themegallery.com

Part Two Situational Dialogue Dialogue One A: A: B: A: B: A: B: A: B: 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 checks1and 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. www.themegallery.com

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. www.themegallery.com

Part Two Situational Dialogue A: C: A: B: A: 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. www.themegallery.com

Part Two situational Dialogue Vocabulary 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 www.themegallery.com

Part Two Situational Dialogue Dialogue Two 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. www.themegallery.com

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.2I 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. www.themegallery.com

Part Two Situational Dialogue Vocabulary describe [ dis'kraib ] v. 描述 grey [ grei ] adj. 灰色的；n. 灰色(的) identification [ aidentifi'keiʃən ] n. 身份的证明 passport [ 'pɑ:spɔ:t ] n. 护照 counter [ 'kauntə ] n. 柜台 corridor [ 'kɔridɔ: ] n. 走廊 www.themegallery.com

Part Two Situational Dialogue Useful Expressions For a tour guide 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？ www.themegallery.com

Part Two Situational Dialogue Useful 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？ www.themegallery.com

Part Two Situational Dialogue Useful 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。 www.themegallery.com

Part Two Situational Dialogue Useful Expressions • 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。 • 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。 www.themegallery.com

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. www.themegallery.com

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. www.themegallery.com

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 www.themegallery.com

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 www.themegallery.com

Part Three Writing-skill Writing Practice 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. www.themegallery.com

Part Four Exercises • 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. www.themegallery.com

Part Four Exercises • 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 ________ describe _______ pavilion wrong way __________ walk straight ___________ ___________ parking lot www.themegallery.com

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 __________ www.themegallery.com

Part Four Exercises • 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: www.themegallery.com

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-protection among visitors and it would also give tourist operators and residents greater skills to protect themselves and their own property in the event of a bushfire. This program is being developed based on number of models used in Australia and overseas. www.themegallery.com

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 www.themegallery.com

Part Four Exercises 4. Role Play. Suppose one of your tourists has lost his passport. As a tour guide, you are trying your best to calm him down and helping him to find the passport through various channels. www.themegallery.com

Part Four Exercises • 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. ______________________________________________________ ______________________________________________________ www.themegallery.com

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. ________________________________________________________ ________________________________________________________ www.themegallery.com

Part Five Social Etiquette Taboos for Travel 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. Transaction www.themegallery.com

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 www.themegallery.com

Practice Training Ⅴ