導(dǎo)游業(yè)務(wù)知識問答

第一篇：導(dǎo)游業(yè)務(wù)知識問答

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004km.cn Appendix 1 Questions and Answers 1.What is the guide?

The guide is the person who gets the certificate of guide qualification according to “The Management Regulations of Tour Guides”, accepts the appoints of travel agency, signs the contract with travel agency, and offers guide, explanation and other related services to the tourists according to the travel plan.1.什么是導(dǎo)游人員？按職業(yè)性質(zhì)可將它分為哪幾類？

答：導(dǎo)游人員是指按照《導(dǎo)游人員管理?xiàng)l例》的規(guī)定取得導(dǎo)游證，接受旅行社委派，為游客提供向?qū)А⒅v解及相關(guān)旅游服務(wù)的人員。按職業(yè)性質(zhì)可將它分為：（1）專業(yè)導(dǎo)游人員；（2）兼職導(dǎo)游人員；（3）自由職業(yè)導(dǎo)游人員。

2.How many kinds of guides are there in terms of different duties? Please define them respectively(at least two types).2.按業(yè)務(wù)范圍可將導(dǎo)游人員分為那幾種類型并分別解釋（至少兩種）。

In terms of different duties, guides are divided into different types.They are tour leader, national guide, local guide and scenic spots guide.The national guide is the person who accepts the appoints of the organizing travel agency, acts as the representative of the organizing travel agency, carries out the travel plan under the coordination of tour leader and local guide and offers the national escort service to the tour group(tourists).The local guide is the person who accepts the appoints of the reception travel agency, represents the reception travel agency to carry out the travel plan, and offers the activities arrangement, explanation and interpretation, etc.services to the tour group(tourists).3.Please narrate the main duties of the national guide.The main duties of the national guide are as follows： 1)Carry out the reception plan;

2)Maintain contact with related departments;3)Organize and coordinate travel activities;

4)Protect the safety of tourists and resolve problems;5)Do propaganda and investigation.3.全程陪同導(dǎo)游人員的主要職責(zé)有哪些？

答：（1）實(shí)施旅游接到計(jì)劃；（2）聯(lián)絡(luò)工作；（3）組織協(xié)調(diào)工作；（4）維護(hù)安全、處理問題；（5）宣傳調(diào)研工作。

4.Please narrate the main duties of the local guide.The main duties of local guide are as follows： 1)Arrange the tour activities;2)Do well the reception work;3)Guide and interpret;

4)Protect the safety of tourists;5)Settle the problems.4.地方陪同導(dǎo)游人員的主要職責(zé)有哪些？

答：（1）安排旅游活動；（2）做好接待工作；（3）導(dǎo)游講解；（4）維護(hù)安全；（5）處理問

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004km.cn 題。

5.What preparations should the local guide do before the tour group arrives? 地陪在旅游團(tuán)抵站前應(yīng)做哪些準(zhǔn)備工作？

The preparations the local guide should do are as follows：

1)Confirm the exact arrival time of the tour group;2)Fix on the start time with the driver;

3)Consult the parking place with the driver;4)Check the exact arrival time of the tour group;5)Get in touch with the porter;6)Get ready to meet the tourists.6.What should the guide do on the way after meeting the group? 1)Extending the welcome speech;

2)Explaining the landscapes along the way;

3)Introducing the local conditions and customs(including the outline of city);4)Introducing the hotel the tour group will stay at;

5)Announcing the itinerary of the right day or the next day.6.地陪接團(tuán)后赴飯店途中應(yīng)做好哪些服務(wù)工作？答：（1）致歡迎詞；（2）調(diào)整時(shí)間；（3）首次沿途導(dǎo)游；（4）介紹下榻飯店；（5）宣布當(dāng)日或次日的活動安排。

7.What should the local guide do before he shows the group to go sightseeing? 1)Prepare the guide flag, the identity card（胸卡）and some other necessary credentials（票證）； 2)Urge the driver to do preparation well;3)Confirm the reservations of meals;

4)Arrive at the gathering site at least 10 minutes in advance before starting the visit;5)After meeting the guests, check the number of the tour group;6)Remind the guests of some notices;

7)At last, gather all the tourists to get on the coach on time.7.地陪在帶團(tuán)參觀出發(fā)前應(yīng)做哪些準(zhǔn)備工作？答：（1）備好導(dǎo)游旗、胸卡和票證；（2）促使司機(jī)做好準(zhǔn)備工作；（3）核實(shí)訂餐情況；（4）提前10分鐘到達(dá)集合地點(diǎn)；（5）清點(diǎn)人數(shù)；（6）提醒注意事項(xiàng)；（7）準(zhǔn)時(shí)集合客人等車。

8.What should he/she pay attention to when the guide explain? 導(dǎo)游講解中應(yīng)該注意那些問題？

The explanation should vary with each individual;should not be too complicated or simple;should include the basic historic background, the features, status and special value of the scenic spots, etc.The language shouldn’t only be easy to understand but also be vivid, beautiful, expressive and full of passions;shouldn’t only make the tourists to get new knowledge but also get the enjoyment of beauty.9.What knowledge should the national guide prepare before meeting the tour group? 接團(tuán)前全陪需要做好哪些知識準(zhǔn)備？

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004km.cn 1)Should understand the general conditions of the politics, economy, history, culture, folk

customs and the scenic spots of the tour destination;

2)In the same time, should understand the above similar conditions of the place where the guests come from so as to make a contrast and communicate more with the tourists;3)Should understand the related knowledge of different destinations along the trip.If the national guide has no idea about some destinations the group will pass, he/she must inquire the basic knowledge about these destinations in advance, e.g.the main scenic spots, the appearance of the city, the people’s condition and the folk customs.10.What services should the national guide offer to the tourists during the trip? 全陪在旅行過程中應(yīng)為游客提供哪些方面的服務(wù)？ 1)Offer life services as follows：

a.Help the local guide to check the number of the tour group’s passengers and look after the aged people or the handicapped to get on or get off the coach when the tour group starts, comes back, gets on or gets off the coach;

b.During the sightseeing, the national guide should give attention to every guest and prevent the guests from getting lost at the scenic spot or any accidents from happening in order to ensure the security of the passengers’ life and property;

c.The national guide should help the passengers to settle the difficult problems according to the principle “Reasonable and Possible”;

d.The national guide should make the mutual relations of passengers harmonious and make the tour group to have a good teamwork.2)Offer explanation and entertainment services.3)Act as a good adviser for passengers to go shopping.11.What are the requirements for the guide’s dress?

導(dǎo)游人員的著裝要求是什么？

1)The male guide can’t wear the round collar shirt, pants and sandals;

2)The female guide can’t wear hand ring, earrings, miniskirt and suspenders, can’t be richly attired and heavily made-up（不濃妝艷抹）, can’t wear hig-heeled shoes and dye the hair.12.What kind of people can’t be issued the guide certificate?

哪些人不能發(fā)導(dǎo)游證？

1)The people who have infectious diseases;

2)The people who have ever got the administrative penalty;

3)The people who haven’t civil conduct ability and whose civil conduct are restricted;4)The people whose guide certificates have ever been disqualified（吊銷）.13.Please list the materials which should be prepared before the guide meets the tourists in detail?

請?jiān)敿?xì)列舉導(dǎo)游人員上崗前必要的物質(zhì)準(zhǔn)備。

Take the reception plan, guide certificate, identity card, guide flag, meeting logo(接站牌)and settlement vouchers（結(jié)算憑證）.14.What should a local guide prepare before sending tourists off?

地陪在送客之前應(yīng)做好哪些準(zhǔn)備工作？

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004km.cn 1)Check and confirm the transportation tickets;2)Discuss and confirm the time of baggage 3)Discuss and confirm the departure time;4)Help the guests check out;

5)Return the tourists’ credentials to the tourists in time.15.How does a tour guide establish a position of leadership and set up a good image in the tour group? 導(dǎo)游人員應(yīng)如何確立在旅游團(tuán)中的領(lǐng)導(dǎo)地位和良好形象？

A: In order to establish the position of leadership in the tour group, the tour guide should do as follows:

1)Treating tourists with all sincerity, offering warm service;

2)Thinking from the tourist’s angle, treating the tourist generously（寬容）;3)Fostering a popular trust, being good at coping with complicated situations.B: In order to set up a good image in the tour group, the tour guide should do as follows: 1)Pay much attention to the first impression;2)Maintain good image;

3)Make a final excellent impression on passengers.16.What kind of thought and moral should a guide have?

導(dǎo)游人員應(yīng)具備哪些良好的思想品德？ 1)A deep love for the motherland;2)Excellent moral and quality;

3)Loving his/her job and fulfilling his/her duty（熱愛本職工作，盡職盡責(zé)）;4)Noble sentiments（崇高的情操）;

5)Obedience to the laws and regulations（遵紀(jì)守法）.17.What are the two styles of tour guide service?

兩種導(dǎo)游服務(wù)方式是什么？

1)Guide by illustrations, words, audio and video（圖文聲像導(dǎo)游）;2)Guide by interpretation on the spot（實(shí)地口語導(dǎo)游）.18.What are the “Four Unsuitable Points” Principle for receiving children? 1)Don’t buy children food and toy;

2)Don’t pay too much attention to children and make other tourists feel slighted;3)Don’t take children out even if gaining their parents’ permission;

4)When Children are ill, the guide suggest the parents to take the sick children to see a doctor instead of giving children medicine, the guide should not provide medicine to children.接待兒童的“四不宜”原則指的是什么？答：（1）不宜給兒童買食物、買玩具；（2）不宜突出了兒童，冷落了其他游客；（3）即使是家長同意也不宜單獨(dú)把兒童帶出活動；（4）兒童生病，應(yīng)及時(shí)建議價(jià)者請醫(yī)生診治，而不宜見一起給孩子服藥，更不能提供藥品給兒童服用。

19.What are the main contents of a welcome speech?

歡迎辭的主要內(nèi)容有哪些？

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A welcome speech includes：greeting（問候語）, welcoming, introduction, hopes（希望）and best wishes（祝愿）.20.What does a farewell speech include?

歡送辭的主要內(nèi)容有哪些？ 1)Express gratitude（感謝）;

2)Express friendship and farewell feelings（惜別）;3)Solicit comments and suggestions（征求意見）;4)Express apologies（致歉）;5)Express best wishes（祝愿）.21.What are the four famous Buddhist mountains of China? 1)Mount Putuo in Zhejiang Province;2)Mount Wutai in Shanxi Province;3)Mount Jiuhua in Anhui Province;4)Mount Emei in Sichuan Province.22.What are the four famous Taoist mountains? 1)Mount Wudang in Hubei Province； 2)Mount Qingcheng in Sichuan Province； 3)Mount Zhongnan in Shaanxi Province； 4)Mount Longhu in Jiangxi Province.23.What does tour guide service include?

導(dǎo)游服務(wù)的范圍是什么？ 1)Interpretation service;2)Daily life service;3)City traffic service.24.What is the period of time for a guide from elementary guide to secondary, senior and superior guide?初級導(dǎo)游到中級、高級、特級導(dǎo)游的年限？ 2 years;4 years;5 years.25.When were the three largest travel agencies of China established and their English abbreviations?

1)China International Travel Service, 1954, CITS;2)China Travel Service, 1974, CTS;

3)China Youth Travel Service, 1980, CYTS.26.What are the characteristics of tour guide service?導(dǎo)游服務(wù)的特點(diǎn)？ 1)Strong independence;

2)High combination of mental and physical labours;3)Variety and complication of objective demands.武漢九州方圓教育

004km.cn 27.What does the A.S.K principle refer to? 1)A, the work attitude of guide;2)S, the skill and ability of guide;

3)K, the depth and width of guiding knowledge.28.What are the functions of tour guide service in economy? 導(dǎo)游服務(wù)的經(jīng)濟(jì)性主要體現(xiàn)在： 1)Make profit directly;（1）直接創(chuàng)收；

2)Enlarge the resources of tourists and make money indirectly;(2）擴(kuò)大客源、間接創(chuàng)收； 3)Promote goods;（3）促銷商品；

4)Promote economic exchanges.（4）促進(jìn)經(jīng)濟(jì)交流。

29.With what conditions can a guide apply for the guide certificate?具備哪些條件可申請導(dǎo)游證？

2)Has signed the labor contract with the travel service;3)Or has registered in the guide service company;

4)Takes the proof materials to the tourism administration to apply for the guide certificate.30.Comparing with the group travel, which characteristics does the free independent travel have? 1)The travel plan and schedule for the free independent travel can be arranged by the free independent traveler himself, but for the group travel, these are generally arranged by the travel service or the related service agency ahead of time;2)The free independent travel is generally composed of a tourist or several tourists, but the group travel is generally composed of more than ten tourists;3)The free independent travel is capricious（反復(fù)無常的）and changeable, and the service items are not fixed, what’s more, the degree of its freedom is big;but the group travel is a travel which is organized and carried out according to the predetermined itinerary and plan;4)The payment method for the free independent travel is sometimes paying cash oddly for different tour items according to retail rate, so its price is relatively more expensive than that of the group travel;but for the group travel, the payment method is paying inclusive rates through the travel service or the related service agency;5)Because the free independent travel has no tour leader and national guide, the service for it is more difficult.與團(tuán)隊(duì)旅游相比,散客旅游具有哪些特點(diǎn)?

答:(1)預(yù)定期短;(2)規(guī)模小;(3)批次多;(4)要求多;(5)變化大。散客旅游與團(tuán)隊(duì)旅游的區(qū)別表現(xiàn)在哪些方面?

答:(1)旅游方式不同:旅游團(tuán)隊(duì)行程由旅行社安排,散客的行程則是自行安排；(2)人數(shù)不同:旅游團(tuán)隊(duì)一般是10人以上,散客則是10人以下；(3)服務(wù)內(nèi)容不同:團(tuán)隊(duì)服務(wù)按計(jì)劃進(jìn)行,散客旅游的隨意性較強(qiáng)；(4)付款方式和價(jià)格不同：團(tuán)隊(duì)旅游費(fèi)用在出游前一次付清，散客旅游則是零星現(xiàn)付；（5）服務(wù)難度不同：散客旅游沒有領(lǐng)隊(duì)和全陪，服務(wù)難度更大。

31.What is the tourist’s psychological status at the beginning of traveling?

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004km.cn Seek for safety and newness.游客在旅游活動不同階段的心理主要有哪些？答：（1）旅游初期階段：求安全心理、求新心理；（2）旅游中期階段：懶散心態(tài)、新全心理、群體心理；（3）旅游后期階段：忙于個(gè)人事務(wù)。

32.What is the tourist’s psychological status in the middle of traveling?

Idleness psychology;psychology for seeking perfection;colony psychology.33.What is the tourist’s psychological status at the end of traveling?

Being busy with personal affairs.34.What is the trend of tour guide service?導(dǎo)游服務(wù)的趨勢？

1)High-導(dǎo)游內(nèi)容的高知識化；

2)Scientific guide measure;導(dǎo)游手段的科技化； 3)Varied guide styles.導(dǎo)游方式的多樣化。

35.What are the four styles of question and answer method for the guide? 導(dǎo)游人員運(yùn)用問答法的四種形式？

1)The guide asks the question and answers by himself;2)The guide asks the question and the tourist answers;3)The tourist asks the question and the guide answers;

4)The tourist asks the question and answers by himself/herself.36.What are “ the four treasures of traveling”?旅游活動中的旅游四寶是指什么？

Fan;umbrella;glasses and sun helmet（太陽帽）.37.What do the letters F, C, Y, K refer to in the international air transport?

國際航空中，英文字母表示的客艙等級？

1)F= first class;2)C= business class;3)Y= economy class;

4)K= thrift class.平價(jià)艙。

38.What are the types of China’s passport?中國護(hù)照的種類？

1)Diplomatic passport;

2)Business passport;公務(wù)護(hù)照； 3)Common passport.普通護(hù)照。

39.What is the guide language in broad sense?什么是廣義的導(dǎo)游語言？

1)Oral language;口頭語言 2)Body language;態(tài)勢語言 3)Written language;書面語言 4)Side 副語言

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004km.cn 40.What is the basic patterns of oral language of the guide?

1)Monologue;2)Dialogue.40.口頭語言有哪兩種形式？其表達(dá)要領(lǐng)包含哪些方面？

答：口頭語言有獨(dú)白式和對話式兩種基本形式。其表達(dá)要領(lǐng)包括（1）音量大小適度；（2）語調(diào)高低有序；（3）語速快慢相宜；（4）停頓長短合理。

41.What are the key points of oral language of the guide?

Moderate volume, tune, speed of speech and reasonable pause.42.How to deal with the relationship with the tour leader?

1)Respect the tour leader and often consult with him if in trouble;2)Show concern for the tour leader and support his work;

3)Give more honor to the tour leader and bring their positive factors into play;4)Be flexible and active and grasp the initiative of work;

5)Try to gain the tourists’ support and avoid conflict with the tour leader in a direct way.為搞好與旅游團(tuán)領(lǐng)隊(duì)的關(guān)系，導(dǎo)游人員應(yīng)注意哪些問題？答：（1）尊重領(lǐng)隊(duì)，遇事與領(lǐng)隊(duì)多磋商；（2）關(guān)心領(lǐng)隊(duì)，零落了其他游客；（3）多給領(lǐng)隊(duì)榮譽(yù)，調(diào)動領(lǐng)隊(duì)的積極性；（4）靈活應(yīng)對，掌握工作主動權(quán)；（5）爭取游客支持，避免與領(lǐng)隊(duì)正面沖突。

43.How to find your group at the airport or train station?

怎樣在飛機(jī)場或火車站找到所接的旅行團(tuán)？

1)Show up the sign card-board with the group code, name of the tour escort or name of the national guide on it;2)Stand at the eye

3)Go to ask tourists politely according to their nationalities feature, number of the tourists in the group, the group flag, sign, tag, etc.44.What should a tour guide do after he/she has met the tour group?

導(dǎo)游在導(dǎo)游接到客人后應(yīng)該做什么？

1)Collect the luggage together with the tour escort, national guide and the porter;2)Make sure that no luggage has been lost or damaged.Then leave the luggage to the porter and have the luggage sent to the hotel;3)Take the tour group to the bus and help them get on.45.What should a tour guide do when the tourists arrive at the hotel ?

游客抵達(dá)酒店時(shí)導(dǎo)游應(yīng)該作什么？

1)Help them check in;(fill in the forms;get room keys, etc.)

2)Introduce the hotel facilities(the location of the restaurant, elevator, cashier, business centre, post office, etc.);

3)Note down the room numbers of the tour escort and the national guide;4)Inform the tourists of the itinerary just for the day or the next day;

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004km.cn 5)Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms;6)Check and discuss the itinerary in detail with the tour escort.46.What should a tour guide do after the tour group arrives at the airport or railway station before departure?在游客抵達(dá)機(jī)場或火車站后離開前，導(dǎo)游員應(yīng)該做什么？ 1)Get in contact with the porter soon after arrival;

2)Check and get the airline tickets, the boarding cards and the baggage tags from the porter’s hands.And hand in them to the national guide or tour escort(if there is no national guide);3)Remind the tourists to pay the airport construction fee or airport tax;

4)See them off until the means of transportation is gone.For the outbound group(international group), the tour guide can leave the airport after the tourists enter the separate area.47.Being a tour guide, how would you take care of the aged tourists?

作為導(dǎo)游員，接待高齡游客應(yīng)注意什么問題？

1)Slow down walking speed and speaking speed;2)Answer their questions patiently;

3)To prevent the aged tourists from getting lost, the tour guide should keep telling them the parking lot of the tour bus, the tour route in the scenic spot, etc.4)Tell the aged if anyone does get lost, stay there until the tour guide comes to get him/her;5)Don’t hurry them up during the tour;let them often have a rest when they feel tired.接待高齡游客應(yīng)注意哪些問題？答：（1）妥善安排日程；（2）做好提醒工作；（3）注意放慢速度；（4）耐心解答問題；（5）預(yù)防游客走失。

48.What should a tour guide do when taking disabled or handicapped tourists?

在接待殘疾游客時(shí)，導(dǎo)游員應(yīng)該注意哪些問題？

1)Make careful preparations for the disabled tourists.For instance, prepare a wheelchair;ask for a spacious bus;and go inside the Arrival Hall of the airport to meet them if necessary;2)Choose a tour route with less or non 3)Arrange the dining hall on the first floor;

4)Let the deaf-mute tourists sit in the front seat of the bus so they can read your body language;5)Try to let the blind tourists touch the things wherever possible.49.What should a tour guide do when he takes a religious group?

在接待宗教旅游團(tuán)體時(shí)，導(dǎo)游員應(yīng)該注意哪些問題？

1)Carefully study the religious policy of our country;

2)Make preparations in advance.For instance, what religion do the tourists believe? Which church do they want to go? When does the church open? Where is the location of the church? etc.3)Satisfy their specific demands.For instance, certain restaurant, certain meal, or even certain time for those religious people.武漢九州方圓教育

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50.How to extend the farewell speech?怎樣致歡送辭？

1)Look back on the sightseeing activities in the past few days and express your appreciation to the tourists for their support and good cooperation;

2)Express that you cherish the cordial friendship with them and tell them that you are going to miss them after departure, and let them know that having been their tour guide is a memorable experience that you will remember forever;

3)Ask them for their opinions and suggestions and let them know that their opinions and suggestions will help improve your work in the future;

4)Take this opportunity to express your apology for anything unsatisfactory during their stay;5)Wish all of the tourists a pleasant journey to the next city and happy stay in China.If the tourists are about to leave China, wish them good luck and convey best regards to their families and their relatives, and tell them that they are welcome to come back again.51.How to help a tourist extend his/her visa?怎樣幫助游客延長簽證？

1)Get the document（證明）with a reasonable explanation from the local travel service;2)With the document from the travel service, passport and group visa, he/she has to go to the local Authorized Public Security Bureau and go through some formalities for separating his/her visa from the group visa and extending his/her visa;3)The tourist has to pay all the extra expenses.52.In which situation should a tour guide stop a tourist from taking activities on his/her own?

在什么情況下，導(dǎo)游應(yīng)阻止客人進(jìn)行自由活動？

1)On the day when the group is going to leave for another destination;2)For those complicated places and dangerous places;3)Attention：

a.Don’t ride a bicycle on his/her own;b.Don’t have a boat

c.Don’t swim in those prohibited swimming areas;

d.Don’t go to those complicated places, dangerous places as well as those areas off limits（禁止進(jìn)入的）for foreigners.53.What should a guide do to prevent tourists from getting lost during sightseeing? 1)Spare no efforts to keep reminding the tourists to take the hotel card with them if they leave the hotel on their own;remember the tour bus number during the sightseeing;remember the parking lot;departure time, etc.2)Each time on the bus in the morning, remind the tourists of the schedule in the morning and in the afternoon separately.When arriving at a scenic spot, the guide should make sure that they all know the tour route, the exact time of staying at this scenic spot, the coach number and the parking lot;

3)Keep counting the tourists whenever you move to another scenic spot, just to make sure that no one is missing;

武漢九州方圓教育

004km.cn 4)Act in close coordination with the national guide and the tour escort.Being a local guide, you ought to walk in front of the group with a flag or group sign holding in the hand.Let the national guide and tour escort walk at the back just to make sure that no one gets lost;5)Put more efforts on good language and wide knowledge.The guiding in the scenic spot should be vivid and interesting enough to attract the tourists’ attention.如何預(yù)防游客走失？答（1）做好提醒工作；（2）做好各項(xiàng)活動的安排和預(yù)報(bào)；（3）時(shí)刻和游客在一起，經(jīng)常清點(diǎn)人數(shù)；（4）地陪、全陪和領(lǐng)隊(duì)?wèi)?yīng)密切配合，做好旅游團(tuán)的斷后工作；（5）導(dǎo)游又要以高超的導(dǎo)游技巧和豐富的講解內(nèi)容吸引游客。

54.Which aspects does the cultural character of tour guide’s service display on ?

導(dǎo)游服務(wù)的文化性表現(xiàn)在哪些方面？

1)The tour guide’s service is an important channel to disseminate the culture;2)The tour guide’s service is a media of aesthetic appreciation and seeking knowledge.55.What are the common types of tourists’ individuality characteristics?

游客的個(gè)性特征一般分為哪幾種類型？

The lively（活潑的）style;the steady（穩(wěn)重的）style;the irritable（急噪的）style;the melancholy（憂郁的）style.56.From which aspects should the tour guide instruct the tourist correctly to view the scenery and enjoy the beauty? 1)Transmitting the correct aesthetic[]appreciation information;2)Analyzing the tourist’s aesthetic appreciation feeling;3)Stimulating the tourist’s imagination thinking;4)Grasping flexibly the method to view the scenery and enjoy the beauty.導(dǎo)游人員從哪些方面去正確引導(dǎo)游客觀景賞美？答：（1）傳遞正確的審美信息；（2）分析游客的審美感受；（3）激發(fā)游客的想象思維；(4)靈活掌握觀景賞美的方法。

57.Which aspects is the tour guide’s vision(sight)composed of? How many methods does the application of vision have? A: The tour guide’s vision is mainly composed of three aspects which are the change of pupil, the length of vision contact and the angle of vision contact.B: The application methods of vision mainly include: 1)The joint of vision;2)The movement of vision;3)The distribution of vision;4)The unification of vision and explanation.導(dǎo)游員的目光有哪些方面組成？運(yùn)用目光的方法有哪些？

答：導(dǎo)游員的目光由瞳孔變化、目光接觸的長度和目光接觸的向度組成。導(dǎo)游員運(yùn)用目光的方法主要：（1）目光的聯(lián)結(jié)；（2）目光的移動；（3）目光的分配；（4）目光與講解的統(tǒng)一。

58.What’s the method of stressing the main points? Which aspects does the tour guide generally

武漢九州方圓教育

004km.cn have to highlight when he explains? A: The method of stressing the main points refers to stress the knowledge of some aspect and not to stress all things when the tour guide explains.B: When the tour guide explains, generally he must stress the following aspects: 1)The unique points of the scenic spot;2)The representative landscape;

3)The content the tourist is interested in;

4)The most important point of something and some place.什么是突出重點(diǎn)法？導(dǎo)游講解時(shí)，一般要突出哪些方面？

答：突出重點(diǎn)法就是做導(dǎo)游講解中不面面俱到，而是突出某一方面的導(dǎo)游方法。導(dǎo)游講解時(shí)一般要：（1）突出景點(diǎn)的獨(dú)特之處；（2）突出具有代表性的景觀；（3）突出游客感興趣的內(nèi)容；（4）突出“……..之最”。

59.What’s the subjective reasons that no guide comes to meet them when the tourists arrive? 1)The tour guide hasn’t done his work carefully, e.g.he hasn’t read the travel plan carefully;2)The tour guide hasn’t arrived at the meeting place ahead of time according to the ruled time;3)The tour guide hasn’t read the modified record;4)The tour guide hasn’t checked the modified flight timetable;5)The tour guide hasn’t chosen the proper place to meet the tourists with the reception logo.造成漏接的主觀原因有哪些？答：（1）工作不細(xì)致，沒有仔細(xì)閱讀接待計(jì)劃；（2）沒有按規(guī)定提前到達(dá)接站地點(diǎn)；（3）只讀接待計(jì)劃，沒有看變更計(jì)劃，還按原計(jì)劃接團(tuán)；（4）沒有查閱新的時(shí)刻表；（5）導(dǎo)游接站時(shí)的地點(diǎn)不當(dāng)。

60.What’s the difference between the formal guide certificate and the temporary guide certificate? 1)The prerequisite conditions are different in obtaining the formal certificate.The formal guide needs to pass the guide qualification test and apply for the formal guide certificate from the tour administrative department after he obtains the guide qualification certificate.The temporary guide needn’t obtain the guide qualification certificate.2)The demands for language ability are different.The formal guide is not limited by language ability.While the temporary guide must be the person who grasps some specific language and owns some special language ability and is urgently needed by the travel agency which hands in the application to the tour administrative department.Otherwise the temporary guide can’t apply for the temporary guide certificate.3)The application procedures are different.The formal guide certificate must be applied by the tour guide himself;while the temporary guide certificate must be applied by the travel agency according to its needs.4)The terms of validity（有效期）are different.The term of validity of the formal guide certificate is three years and the tour guide may apply for changing a new one after the formal guide certificate expires（期滿）;while the term of the temporary guide certificate is no more than three months and it can’t be postponed after it expires.If the travel needs to engage a temporary guide, it must handle the application procedures again.正是導(dǎo)游證與臨時(shí)導(dǎo)游證有何區(qū)別？

武漢九州方圓教育

004km.cn 答：（1）取得導(dǎo)游證的前提條件不同。（2）對語言能力的要求不同。（3）申領(lǐng)程序不同。（4）有效期限不同。

61.How to prevent the public security accidents? 1)When the tourists check in the hotel, the tour guide should suggest the tourists store the valuables in the safe box of hotel, and don’t take lots of cash with them or leave lots of cash in the room of hotel;2)The tour guide should remind the tourists not to tell strangers their room number or let strangers enter their room, and lock the door when they come in and go out of the room;3)The tour guide should remind the tourists not to change foreign currency with the private, and explain the foreign exchange regulations of our country to them;4)When the tourists leave the tourist coach, the tour guide should remind the tourists not to leave behind their credentials or valuables, and he must also remind the driver to lock the coach door, close windows and not to go away too far;5)When the tourists join the activity in the scenic spot, the tour guide should stay with the tourists all the time and pay attention to the environment, and remind the tourists to take care of their own belongings at any time;6)When the coach travels on the way, the tour guide and driver should not stop to let the others to take a lift;if the unidentified person blocks the coach, the tour guide should remind the driver not to stop the coach.如何做好治安事故的預(yù)防？

62.How to avoid the accident of missing a plane or train? 1)Carefully check the date, flight number or train number, departure time on the tickets and the exact location of the airport or train station;For the international flight, the tour guide needs to reconfirm（再確認(rèn)）the flight tickets apart from checking the items mentioned above;2)If the fight tickets or train tickets are not available when the guide takes a tour（帶團(tuán)）, keep in touch with the local travel service any time available during and after sightseeing for further information.When the tour guide gets the tickets, he must check the flight number or train number, the departure time on the tickets, the location of the airport or train station and the total number of tickets again, just to find out if there are any changes compared to the original schedule;

武漢九州方圓教育

004km.cn International flights: 2 hours in advance;Domestic flights: 1 hour and half(90 minutes)in advance;By train: 1 hour before the train takes off.怎樣避免誤機(jī)事故的發(fā)生？答：（1）提前落實(shí)游客離站的交通票據(jù)，核對日期、班次、時(shí)間、目的地；（2）若交通票據(jù)沒有落實(shí)時(shí)，要隨時(shí)與旅行社聯(lián)系，了解航班有無變化。（3）臨行前，不安排游客去環(huán)境復(fù)雜的景點(diǎn)游覽，不組織去熱鬧的場所購物；（4）安排充裕的時(shí)間去機(jī)場，確保在規(guī)定的時(shí)間到達(dá)機(jī)場。

63.How to pay attention to the dietetic hygiene during taking a group? 1)Pay attention to the hygiene of drinking water;2)Fruits and melons must be cleaned and peeled before eating them;3)Treat every meal cautiously.When we are hungry, we shouldn’t eat what there is;4)Learn how to judge whether the hygiene of eating house is qualified;5)Be moderate in eating and drinking on the traffic.在帶團(tuán)旅游時(shí)如何注意飲食衛(wèi)生？答：（1）注意飲水衛(wèi)生；（2）瓜果一定要洗凈或去皮再吃；（3）慎重對待每一餐，不能饑不擇食；（4）學(xué)會鑒別餐飲店衛(wèi)生是否合格；（5）在車船或飛機(jī)上要節(jié)制飲食。

64.What are the tourists’ special requests on diet? 1)Special requests for food because of religions, living habits and body conditions;2)Special request for changing the meal or changing the restaurant;3)Special request for having the meal independently;4)Special request for having the meal in the room(room service);5)Special request for tasting special flavors;6)Special request for delaying the dinner time.旅游者餐飲方面的特殊要求主要有哪幾個(gè)方面？答：（1）特殊的飲食要求；（2）要求換餐；（3）要求單獨(dú)用餐；（4）要求提供客房內(nèi)用餐；（5）要求自費(fèi)品嘗風(fēng)味；（6）要求推遲用餐時(shí)間。

65.How will a guide guard against receiving a wrong group?

1)The guide should arrive at the right place to wait for the tour group in advance;

2)When meeting the group, the guide should check the name of the tourist generating travel service（客源地旅行社）and the name of the tourist destination organizing travel service, the code, passengers’number, tour leader’s name(if no tour leader, should check the passengers’ names of the tour group)and hotel of the tour group;

3)The guide should be cautious to prevent the other from taking the group away illegally.如何預(yù)防錯(cuò)接？答：（1）導(dǎo)游員應(yīng)提前到達(dá)接站地點(diǎn)迎接旅游團(tuán)；（2）接團(tuán)社要認(rèn)真核實(shí)團(tuán)隊(duì)組團(tuán)社名稱、團(tuán)號、人數(shù)及旅客姓名等。（3）提高警惕，嚴(yán)防社會其他人員非法接走旅游團(tuán)。

66.How will the guide settle the problem of missing the plane?

武漢九州方圓教育

004km.cn 1)The guide should report immediately to the travel service and related departments, and ask for help;

2)The guide should get in touch with the airport(railway station, port)as soon as possible and try his best to make the passengers leave by the latest flight, or arrange the chartered flight(railway carriage, ship)or other traffic for passengers to go to the next destination;3)The guide should soothe the passengers of the tour group and arrange well the hotel and sightseeing, etc.for the passengers if they have to stay longer time;

4)The guide should inform the travel service of the next destination in order to adjust the itinerary as soon as possible;

5)The guide should apologize to the passengers;

6)The guide should write a report about the incident and make a thorough investigation of the reason and responsibility.發(fā)生誤機(jī)事故，導(dǎo)游員應(yīng)如何處理？答：（1）導(dǎo)游員應(yīng)立即向旅行社報(bào)告，請求得到協(xié)助；（2）盡快與機(jī)場聯(lián)系，爭取讓客人乘最近的航班離開本地；（3）穩(wěn)定客人的情緒，安排好滯留期間的食宿和游覽；（4）及時(shí)通知下一站，以便調(diào)整下一站日程。

67.What should the guide do if the passenger is lost at the scenic spots? The guide should do as follows：

1)Find out the incident and look for the guest as soon as possible;2)Ask for help from the public security management and the management of the scenic spot;3)Connect with the hotel;4)Report to the travel agency;5)Deal with the aftermath;6)Write the incident report.在景點(diǎn)游覽時(shí)，游客走失，導(dǎo)游員如何處理？答：（1）了解情況，立即尋找；（2）需力求公安、景點(diǎn)管理部門幫助；（3）與飯店聯(lián)系；（4）向旅行社報(bào)告；（5）做好善后工作；（6）寫出事故報(bào)告。

68.What should the guide do if the passenger demands not to follow the group for one day or one scenic spot?

The guide should do as follows：

1)Tell the guest if he doesn’t go with the group, the travel service won’t return all the expense he paid to the travel service, and he should pay for his own activities by himself;

2)Inform the guest where and when to have the meal so that the guest can come back to have the meal with the group;

3)Remind the guest to be care for his safety and keep his belongings well.4)Remind the guest to take the hotel’s name card on which are the hotel’s name, address and telephone number;

武漢九州方圓教育

004km.cn 便其歸隊(duì)時(shí)用餐。（3）提醒注意安全，保管好自己的財(cái)物，帶上飯店卡片。（4）給客人寫張有關(guān)內(nèi)容的中英文便條，以備不時(shí)之需。（5）告訴自己的聯(lián)系方式。

69.How to prevent missing meeting the guests?怎樣避免漏接事故的發(fā)生？ 1)Read the reception plan carefully;

2)Check the arrival time of transportation means;3)Arrive at the meeting place in advance.70.How to deal with the guests’ common disease? 游客患一般疾病應(yīng)如何處理？

1)Advise the guests to see a doctor;

2)Take care of the guests who suffer from a disease;

3)Go to the hospital with the guests when necessary, and inform the guests of paying the bill by themselves and keeping the diagnosis proof and invoices;

4)Forbidden to give any medicine to the guests without permission.71.How to deal with the effects the tourist asks to deliver? 游客要求為其轉(zhuǎn)送物品應(yīng)如何處理？ 1)Be clear about what it is;

2)Request the tourist to write a trust deed and leave his/her address and telephone number in detail;

3)Request the addressee to write a receipt and sign his/her name;4)Hand in the trust deed and receipt to the travel agency；

5)If this relates to the foreign embassy and consulate, a guide should not accept the delivery in principle.72.How to deal with the tourists’ distributing religious materials?

當(dāng)游客散發(fā)宗教宣傳品時(shí)，導(dǎo)游應(yīng)如何處理？

1)To dissuade the tourists to do so and propagate our country’s policies about religion;2)If they don’t accept our persuasion and cause sabotage[]破壞, the guide should make a report to the concerned departments.Then the accident will be handled by the public security and judicial departments.73.What should be done if a tourist invites his/her friends to join the group?

如果游客要求他的親戚或朋友隨團(tuán)活動，導(dǎo)游應(yīng)該怎么做？

1)First, you should ask for permission from the tour escort as well as from all members of the group;

2)Get in contact with the travel service and they are allowed to join the group after going through some related formalities and paying tour expenses;

3)If you are in a hurry or you have no time to take him/her to the travel service, let him/her pay first and give him/her the receipt later;

4)If a foreign journalist or a diplomatic envoy wants to join the group, you must contact the head of the travel service and handle the case according to the relevant stipulation of our government.武漢九州方圓教育

004km.cn

74.How to deal with special request for changing the meal or changing the restaurant?

如何處理游客換餐或更換餐廳的特殊要求？

1)First, we should see whether we have enough time to change it or not.Generally speaking, 3 hours ahead of the dining time, we should take the initiative to contact the restaurant and change the meal or restaurant.But we should inform the tourist that he is requested to pay the extra fee if there is any;

2)For changing the meal, first ask the restaurant whether it has that service or not.If the restaurant doesn’t have that kind of meal, we could change to another restaurant;

3)If changing of the meal or restaurant is requested close to the dining time, or in the restaurant, that all depends on whether it is possible or not.If it is impossible to change, a reasonable explanation is necessary.But if the tourists insist on changing, the tour guide should arrange them to another restaurant, but they have to pay for the meal themselves;4)If a tourists wants to have a meal alone, the tour guide should help him/her arrange it, but he/she has to pay for the meal;5)If a tourists wants to have his/her meal in the hotel room, the tour guide should help him/her, but inform him/her that he/she should pay the extra service charge if necessary.75.What should a tour guide do if he/she does miss receiving the group?

造成漏接事故，導(dǎo)游員應(yīng)如何處理？

1)Tell the tourists the fact, make apology sincerely if it is the tour guide’s fault;

2)If there is some other reasons, you should make more explanation patiently to clear up certain misunderstanding;

3)Try your best to reduce the tourists’ loss to the minimum.For instance, offering warm hearted and attentive service based on the itinerary and fulfilling the contents that is included in the plan, and at the same time taking them to the sightseeing places in their schedule as much as you can.76.What should be done if a tour guide had arrived at the airport or train station ahead of time but he/she still failed to get the group?

發(fā)生了空接事故，導(dǎo)游員應(yīng)如何處理？

1)For a domestic flight, the tour guide should contact the travel service right away to find out the reason;

2)For an international flight, the tour guide ought to check the name list of the group in the international airline office at the airport first, and should try to find out whether the group is on board or not.Then inform the travel service what has happened;

3)For the reason of a few hours’ delay, the tour guide should follow the arrangement made by the travel service and he/she can’t take any action on his/her own or make any arbitrary decision;

4)If the tourists have cancelled the trip, the tour guide should inform the travel service immediately and cancel all the reservations of the hotel, meals, means of transportation, tickets, as well as notify the travel services in other cities.發(fā)生了空接事故，導(dǎo)游員如何處理？

答(1)立即與接待社有關(guān)部門聯(lián)系，查明原因；（2）如果推遲時(shí)間不長，可留在接站地點(diǎn)繼

武漢九州方圓教育

004km.cn 續(xù)等候；（3）通知各接待社單位作相應(yīng)的更改；（4）如推遲的時(shí)間較長，導(dǎo)游員要按有關(guān)部門的安排，重新落實(shí)結(jié)團(tuán)事宜。

77.If the number of the tourists is more than the original schedule for an international group, what should the guide do?

接待入境團(tuán)時(shí)，如果游客比原計(jì)劃增加了，應(yīng)該怎么辦？

1)Help the additional tourists to acquire landing visa at the airport if necessary;

2)Check with the local travel service first, if so, inform the local travel service to add all kinds of arrangements, such as hotel rooms, meals, and transportation tickets, etc.3)Remind the local travel service to inform the travel services in other cities of the change in number.78.If the number of the tourists is less than the original schedule for an international group, what should the guide do?

接待入境團(tuán)時(shí)，如果游客比原計(jì)劃減少了，應(yīng)該怎么辦？

1)Check the group visa first and cross out the names of those tourists who do not appear from the name list of group visa at airport Customs;

2)Inform the local travel service of the changes so that they can make changes on hotel rooms, meals, transportation tickets, etc.79.How should a tour guide do to help a foreign tourist get a new passport when he/she has lost his/her passport during his stay in China? 當(dāng)外國游客在中國丟失護(hù)照，導(dǎo)游員應(yīng)如何幫他獲取新的護(hù)照？

1)Report to the local Public Security Office and get the certificate of loss;

2)Make a report to the travel service and get the document indicating the loss of his/her passport from the local travel service;

3)The tourist who has lost his/her passport should go to the Entry and Exit Office of the local Public Security Bureau with the supporting document from the local travel service and his/her photos to apply for a “l(fā)oss certificate of his passport ”;

4)Go to the embassy or consulate of his/her country in China to apply for a new passport with the supporting documents from the local Authorized Public Security Bureau;

5)With the newly issued passport, the tourist has to go back to the local Authorized Public Security Bureau again to apply for the visa.80.How to deal with the loss of the group visa? 團(tuán)體簽證丟失了應(yīng)如何處理？

1)Get a document indicating the loss of the group visa from the local travel service;2)Prepare relevant documents to apply for a new visa： a.The duplicate copy of original group visa;

b.Retype a new name list in the same format and content as the original one;c.All the passports of the group.3)With all the above-mentioned documents go to the Entry and Exit Office of the local Public Security Bureau to report the loss of group visa and apply for a new one.武漢九州方圓教育

004km.cn 81.What should a tour guide do if an overseas Chinese has lost his passport? 海外華僑丟失了護(hù)照應(yīng)該如何處理？

1)The document indicating the loss of the passport from the local travel service is needed;2)With the supporting document from the local travel service, he/she has to report the loss to the Entry and Exit Office of the local Public Security Bureau and applies for a new passport;3)With the newly issued passport, the tourist must go to the embassy or consulate of his/her resident country in China to get an inbound visa.82.What should a tour guide do if a Hong Kong or Macao tourist has lost his permit? 港澳同胞丟失了出入進(jìn)境通行證應(yīng)該怎樣處理？

1)Report to the local public Security Office to get a loss certificate or get the loss certificate from the local travel service;

2)With the documents or certificate above, he/she must go to the Entry and Exit Office of the local Public Security Bureau to apply for Once Only Permit of Entry and Exit to the People’s Republic of China;

3)The tourist who lost his permit can get a new one from concerned department in Hong Kong or Macao when he/she goes back.83.What should you do for him/her if a tourist has lost his checked luggage at the airport? 如果游客在飛機(jī)場丟失了行李應(yīng)如何處理？

1)Take him to the Lost and Found Department and fill out the claims form for the lost luggage and lost articles;

4)If the luggage cannot be found, you ought to help the tourist buy some daily necessities;5)In case the lost luggage cannot be found shortly before he/she leaves the local place, further information of his/her whole trip in China is needed.The tour guide should help him/her inform the airline office of the whole travel route in China, such as the names of cities, the name of travel service in each city, the hotel names that he/she is probably going to stay in and the hotel telephone numbers.When his/her lost luggage is found, they can inform him/her when he/she is in other city and the lost luggage can be transported to the most appropriate place;6)If the luggage does get lost, the tourist can claim for compensation from the airlines in accordance with the international practice.84.How to deal with the interruption by the tourist’s question as the tour guide explains? 1)Hold the welcome attitude and combine the answer with explanation alternatively;2)Don’t answer all the questions of the tourist, generally speaking, only answer the questions concerning with the scenic spot.Make sure not to let the question effect the guide’s explanation negatively;3)Even only one tourist puts questions, the guide should answer the questions to all the tourists in order to attract their attention.武漢九州方圓教育

004km.cn 導(dǎo)游員在講解是被游客因提問而打斷，怎么處理？答：（1）持歡迎態(tài)度，有選擇的將回答和講解結(jié)合起來；（2）不要問什么回答什么，一般只回答和景點(diǎn)有關(guān)的問題，注意不要讓提問沖擊自己的講解；（3）即使只有一個(gè)游客提問，也要面對全體游客進(jìn)行解答，以吸引他們的注意力。

85.Due to the delayed arrival, the tour group’s local sightseeing time is shortened, how should the tour guide deal with this problem? 1)Analyzing the difficulty and problem brought by the delay and report in time to the tour organizing and planning departments of the receiving travel service in order to feed back this condition to the organizing travel service and find out the remedial measures as soon as possible.2)Arrange and implement the traffic, accommodation and sightseeing, etc.of the tour group under the help of the tour organizing and planning departments;3)The local guide should adjust the itinerary immediately, compress the time in each scenic spot and try his best not to reduce the planned tour items.旅游團(tuán)的抵達(dá)時(shí)間延誤，在一地的旅游時(shí)間縮短，導(dǎo)游員應(yīng)如何處理？答：（1）分析延誤帶來的困難和問題，及時(shí)向接待社和組團(tuán)社報(bào)告，并找出解決方案；（2）在計(jì)調(diào)部門協(xié)助下落實(shí)交通、住宿、游覽變更事宜；（3）立即調(diào)整活動日程，壓縮在每一景點(diǎn)的時(shí)間，盡量不減少計(jì)劃內(nèi)的游覽項(xiàng)目。

86.What should a tour guide do when a tourist is suddenly ill on the way to the tourist attraction?在去旅游景點(diǎn)的途中中，游客突患疾病該如何處理？

1)With the approval of the sick tourist, his/her relatives and tour escort, send him/her to the nearby hospital as soon as possible;2)Report to the travel service right away;

3)The sick tourist should be accompanied by his/her relatives, the tour escort and the national guide.If this group doesn’t consist of national guide or tour escort, the local guide should ask the local travel service for help.87.What should a tour guide do when a tourist is suddenly getting seriously sick during the sightseeing?一位游客在參觀游覽時(shí)突患重病，導(dǎo)游員應(yīng)如何處理？

1)Don’t move him/her, but make him/her as comfortable as possible if he/she is suddenly sick during the sightseeing;

2)Call for an ambulance as soon as possible;

3)Ask for help from the employees in the sightseeing place;4)Report this case to the travel service;

5)He/she must be accompanied by his/her relatives, tour escort while being sent to the hospital.88.How to deal with the problem when a tourist dies of illness? 游客因病死亡，該如何處理？

No matter what reason, a tourist died during his/her tour is a very bad misfortune.Being a tour guide, we should do as follows：

武漢九州方圓教育

004km.cn 1)Inform his/her family or relatives right away.For the foreign tourist, we must notify his embassy or consulate in China and ask them to inform his/her family or relatives of the grievous news of his/her death so as to come to handle his/her funeral；

2)Help to acquire all the necessary papers from the hospital, such as：Report on Emergency Treatment, Certificate of Death of Illness, and Certificate of DeathDiagnosis.All these papers should be signed by the physician in charge;

3)If the family members of the deceased tourist ask for an autopsy or postmortem examination, they ought to apply for it in written form.And at the same time the application should be signed by the family members, the tour escort and the officer of his/her embassy or consulate in China;

4)If the tourist died of abnormal case, such as negligence of safety or traffic accident or by his/her own hand, the tour guide ought to keep the spot of the accident intact before the police arrive;report to the Public Security Bureau and the travel service right away.If the postmortem examination is needed, the tour guide should help get the “Report on Autopsy” and “Notarial Certificate”from the judicial organs;

5)The remains should usually be cremated, but the “Application of Cremation” should be signed by his/her family or relatives, tour escort, officers of his/her embassy or consulate.Afterwards, they can get the “Cremation Certificate” from the crematory and the “Permit for Outbound Ashes” was issued by civil administration organ;

6)If the deceased tourist has life insurance, the tour guide should help his/her family or relatives get relevant certificates, such as insurance compensation, medial expense reimbursement, etc.7)If the family members want to take the remains back to their country, the tour guide ought to help get the relevant certificates, such as“Certificate of Antiseptic Remains”, “Certificate of Dressing the Corpse in the Coffin”, “Permit for Outbound Remains”, “Permit for Entry and Exit Coffin”, etc.8)All the expenses such as medial expense, cremation, transportation of corpse and other transportation fees should be covered by the family of the deceased tourist;

9)All the belongings of the deceased should be checked and itemized by his/her family members, tour escort, his/her former friends, national guide or the officers from his/her embassy or consulate in China together.The list paper should be signed in duplicate and kept by both sides.The belongings should be handed to his/her family or relatives or officer from his/her embassy or consulate, or ask the tour escort to transfer them with a witness present of those people mentioned above;

10)Whenever the “death”case happened, all the necessary arrangement should be disposed in the presence of the tour escort, his/her family, his/her relatives or representatives of the tour group and the officers from his/her embassy or consulate in China, the head of the travel service and the relevant personnel should also be present.The local guide should take the group to continue the rest of sightseeing together with the acting tour leader.89.What must be done if a traffic accident happens? 發(fā)生了交通事故該如何處理？

武漢九州方圓教育

004km.cn 1)Rescue the injured especially those seriously wounded immediately;move them out of the accident bus as quickly as possible and call for an ambulance or stop any car on the spot to take the injured to the nearest hospital(First Aid Medical Center;Tel：120)；

2)Keep the site of the accident intact before the police arrive;call for the traffic police and the public security department(Traffic Police and the Public Security Department;Tel：122)； 3)Report the accident to the travel service and ask for help.Transportation of another coach should be dispatched to take the rest of tourists back to the hotel or continue their sightseeing;4)After the relevant personnel arrive, the local guide should try to keep the tourists calm and take the unwounded tourists to continue their sightseeing if possible.And try to reduce the adverse effect of the accident to the minimum;

5)The tour guide ought to help the wounded get the “Certificate of Medical Treatment” and the “Certificate of Traffic Accident” signed by the Public Security Bureau so that they can claim for the compensation from the insurance company;

6)Write a report right after the accident.The report should include the cause of the accident, how it was handled and the result.It should be truthful, accurate and detailed.

第二篇：導(dǎo)游業(yè)務(wù)知識問答(English現(xiàn)場問答 )

Appendix 1 Questions and Answers 1.What is the guide?

什么是導(dǎo)游人員？按職業(yè)性質(zhì)可將它分為哪幾類？

答：導(dǎo)游人員是指按照《導(dǎo)游人員管理?xiàng)l例》的規(guī)定取得導(dǎo)游證，接受旅行社委派，為游客提供向?qū)?、講解及相關(guān)旅游服務(wù)的人員。按職業(yè)性質(zhì)可將它分為：（1）專業(yè)導(dǎo)游人員；（2）兼職導(dǎo)游人員；（3）自由職業(yè)導(dǎo)游人員。

2.How many kinds of guides are there in terms of different duties? Please define them respectively(at least two types).按業(yè)務(wù)范圍可將導(dǎo)游人員分為那幾種類型并分別解釋（至少兩種）。

The local guide is the person who accepts the appoints of the reception travel agency, represents the reception travel agency to carry out the travel plan, and offers the activities arrangement, explanation and interpretation, etc.services to the tour group(tourists). 

3.Please narrate敘述 the main duties of the national guide. The main duties of the national guide are as follows： 1)Carry out the reception plan;

2)Maintain contact with related departments; 3)Organize and coordinate協(xié)調(diào) travel activities; 4)Protect the safety of tourists and resolve problems; 5)Do propaganda宣傳 and investigation. 全程陪同導(dǎo)游人員的主要職責(zé)有哪些？

4.Please narrate the main duties of the local guide. The main duties of local guide are as follows： 1)Arrange the tour activities; 2)Do well the reception work; 3)Guide and interpret;

4)Protect the safety of tourists; 5)Settle the problems.

地方陪同導(dǎo)游人員的主要職責(zé)有哪些？

答：（1）安排旅游活動；（2）做好接待工作；（3）導(dǎo)游講解；（4）維護(hù)安全；（5）處理問題。

5.What preparations should the local guide do before the tour group arrives? 地陪在旅游團(tuán)抵站前應(yīng)做哪些準(zhǔn)備工作？

The preparations the local guide should do are as follows：

1)Confirm確認(rèn) the exact arrival time of the tour group; 2)Fix on the start time with the driver;

3)Consult商議 the parking place with the driver; 4)Check the exact arrival time of the tour group; 5)Get in touch with the porter; 6)Get ready to meet the tourists. 

6.What should the guide do on the way after meeting the group?  1)Extending the welcome speech;

2)Explaining the landscapes along the way;

3)Introducing the local conditions and customs(including the outline of city); 4)Introducing the hotel the tour group will stay at;

5)Announcing the itinerary 行程[a?'t?n?,reri:] of the right day or the next day. 地陪接團(tuán)后赴飯店途中應(yīng)做好哪些服務(wù)工作？答：（1）致歡迎詞；（2）調(diào)整時(shí)間；（3）首次沿途導(dǎo)游；（4）介紹下榻飯店；（5）宣布當(dāng)日或次日的活動安排。

7.What should the local guide do before he shows the group to go sightseeing? 1)Prepare the guide flag, the identity card（胸卡）and some other necessary credentials（票證）； 2)Urge the driver to do preparation well; 3)Confirm the reservations of meals;

4)Arrive at the gathering site at least 10 minutes in advance before starting the visit; 5)After meeting the guests, check the number of the tour group; 6)Remind the guests of some notices;

7)At last, gather all the tourists to get on the coach on time. 地陪在帶團(tuán)參觀出發(fā)前應(yīng)做哪些準(zhǔn)備工作？答：（1）備好導(dǎo)游旗、胸卡和票證；（2）促使司機(jī)做好準(zhǔn)備工作；（3）核實(shí)訂餐情況；（4）提前10分鐘到達(dá)集合地點(diǎn)；（5）清點(diǎn)人數(shù)；（6）提醒注意事項(xiàng)；（7）準(zhǔn)時(shí)集合客人等車。

8.What should he/she pay attention to when the guide explain? 導(dǎo)游講解中應(yīng)該注意那些問題？

The explanation should vary with each individual;should not be too complicated or simple;should include the basic historic background, the features, status and special value of the scenic spots, etc.The language shouldn?t only be easy to understand but also be vivid, beautiful, expressive and full of passions;shouldn?t only make the tourists to get new knowledge but also get the enjoyment of beauty. 

9.What knowledge should the national guide prepare before meeting the tour group? 接團(tuán)前全陪需要做好哪些知識準(zhǔn)備？

1)Should understand the general conditions of the politics, economy, history, culture, folk

customs and the scenic spots of the tour destination;

2)In the same time, should understand the above similar conditions of the place where the guests come from so as to make a contrast差異，對比 and communicate more with the tourists;

3)Should understand the related knowledge of different destinations along the trip.If the national guide has no idea about some destinations the group will pass, he/she must inquire the basic knowledge about these destinations in advance, e.g.the main scenic spots, the appearance of the city, the people?s condition and the folk customs. 

10.What services should the national guide offer to the tourists during the trip? 全陪在旅行過程中應(yīng)為游客提供哪些方面的服務(wù)？ 1)Offer life services as follows：

a.Help the local guide to check the number of the tour group?s passengers and look after the aged people or the handicapped [h?ndi:k?pt] to get on or get off the coach when the tour group starts, comes back, gets on or gets off the coach;

c.The national guide should help the passengers to settle the difficult problems according to the principle “Reasonable and Possible”;

d.The national guide should make the mutual relations of passengers harmonious and make the tour group to have a good teamwork.. 2)Offer explanation and entertainment services. 3)Act as a good adviser for tourists to go shopping.

11.What are the requirements for the guide?s dress? 導(dǎo)游人員的著裝要求是什么？

1)The male guide can?t wear the round collar shirt, pants緊身短褲 and sandals[s?ndl]涼鞋; 2)The female guide can?t wear hand ring, earrings, miniskirt and suspenders背心, can?t be richly attired [?'ta??]盛裝 and heavily made-up（不濃妝艷抹）, can’t wear high-heeled shoes and dye the hair. 

12.What kind of people can?t be issued the guide certificate? 哪些人不能發(fā)導(dǎo)游證？

1)The people who have infectious傳染的 diseases;

2)The people who have ever got the administrative penalty ['pen?lti]懲罰;

3)The people who haven?t civil conduct ability and whose civil conduct are restricted有限的;4)The people whose guide certificates have ever been disqualified（吊銷）. 

13.Please list the materials which should be prepared before the guide meets the tourists in detail? 請?jiān)敿?xì)列舉導(dǎo)游人員上崗前必要的物質(zhì)準(zhǔn)備。Take the reception plan, guide certificate, identity card, guide flag, meeting logo(接站牌)and settlement vouchers（結(jié)算憑證）.

14.What should a local guide prepare before sending tourists off? 地陪在送客之前應(yīng)做好哪些準(zhǔn)備工作？

1)Check and confirm the transportation tickets; 2)Discuss and confirm the time of baggage out; 3)Discuss and confirm the departure time; 4)Help the guests check out;

5)Return the tourists? credentials to the tourists in time.

15.How does a tour guide establish a position of leadership and set up a good image in the tour group? 導(dǎo)游人員應(yīng)如何確立在旅游團(tuán)中的領(lǐng)導(dǎo)地位和良好形象？

A: In order to establish the position of leadership in the tour group, the tour guide should do as follows:

1)Treating tourists with all sincerity, offering warm service;

2)Thinking from the tourist?s angle, treating the tourist generously [d??n?r?sl?]（寬容）;3)Fostering a popular trust, being good at coping順應(yīng) with complicated situations.B: In order to set up a good image in the tour group, the tour guide should do as follows: 1)Pay much attention to the first impression; 2)Maintain good image;

3)Make a final excellent impression on passengers.

16.What kind of thought and moral should a guide have? 導(dǎo)游人員應(yīng)具備哪些良好的思想品德？ 1)A deep love for the motherland; 2)Excellent moral and quality;

3)Loving his/her job and fulfilling his/her duty（熱愛本職工作，盡職盡責(zé)）; 4)Noble sentiments（崇高的情操）;

5)Obedience to the laws and regulations（遵紀(jì)守法）. 

17.What are the two styles of tour guide service? 兩種導(dǎo)游服務(wù)方式是什么？

1)Guide by illustrations, words, audio and video（圖文聲像導(dǎo)游）; 2)Guide by interpretation on the spot（實(shí)地口語導(dǎo)游）. 

18.What are the “Four Unsuitable Points” Principle for receiving children? 1)Don?t buy children food and toy;

2)Don?t pay too much attention to children and make other tourists feel slighted; 3)Don?t take children out even if gaining their parents? permission;

4)When Children are ill, the guide suggest the parents to take the sick children to see a doctor instead of giving children medicine, the guide should not provide medicine to children. 接待兒童的“四不宜”原則指的是什么？答：（1）不宜給兒童買食物、買玩具；（2）不宜突出了兒童，冷落了其他游客；（3）即使是家長同意也不宜單獨(dú)把兒童帶出活動；（4）兒童生病，應(yīng)及時(shí)建議價(jià)者請醫(yī)生診治，而不宜見一起給孩子服藥，更不能提供藥品給兒童服用。

19.What are the main contents of a welcome speech? 歡迎辭的主要內(nèi)容有哪些？

A welcome speech includes：greeting（問候語）, welcoming, introduction, hopes（希望）and best wishes（祝愿）.

20.What does a farewell speech include? 歡送辭的主要內(nèi)容有哪些？ 1)Express gratitude（感謝）;

2)Express friendship and farewell feelings（惜別）; 3)Solicit comments and suggestions（征求意見）; 4)Express apologies（致歉）; 5)Express best wishes（祝愿）. 

21.What are the four famous Buddhist mountains of China?

1)Mount Putuo in Zhejiang Province; 2)Mount Wutai in Shanxi Province; 3)Mount Jiuhua in Anhui Province; 4)Mount Emei in Sichuan Province. 

22.What are the four famous Taoist mountains?

1)Mount Wudang in Hubei Province； 2)Mount Qingcheng in Sichuan Province； 3)Mount Zhongnan in Shaanxi Province； 4)Mount Longhu in Jiangxi Province. 

23.What does tour guide service include? 導(dǎo)游服務(wù)的范圍是什么？ 1)Interpretation service; 2)Daily life service; 3)City traffic service. 

24.What is the period of time for a guide from elementary guide to secondary, senior and superior

guide?初級導(dǎo)游到中級、高級、特級導(dǎo)游的年限？ 2 years;4 years;5 years. 

25.When were the three largest travel agencies of China established and their English abbreviations縮寫?

1)China International Travel Service, 1954, CITS; 2)China Travel Service, 1974, CTS;

3)China Youth Travel Service, 1980, CYTS. 

26.What are the characteristics of tour guide service?導(dǎo)游服務(wù)的特點(diǎn)？ 1)Strong independence;

2)High combination of mental and physical labours; 3)Variety and complication of objective demands. 

27.What does the A.S.K principle refer to? 1)A, the work attitude of guide; 2)S, the skill and ability of guide;

3)K, the depth and width of guiding knowledge. 

28.What are the functions of tour guide service in economy?  1)Make profit directly;

2)Enlarge the resources of tourists and make money indirectly; 3)Promote goods;

4)Promote economic exchanges.

導(dǎo)游服務(wù)的經(jīng)濟(jì)性主要體現(xiàn)在：（1）直接創(chuàng)收；(2）擴(kuò)大客源、間接創(chuàng)收；（3）促銷商品；（4）促進(jìn)經(jīng)濟(jì)交流。

29.With what conditions can a guide apply for the guide certificate? 具備哪些條件可申請導(dǎo)游證？

1)Obtained the guide qualification certificate;

2)Has signed the labor contract with the travel service; 3)Or has registered in the guide service company;

4)Takes the proof materials to the tourism administration to apply for the guide certificate. 

30.Comparing with the group travel, which characteristics does the free independent travel 散客have?

1)The travel plan and schedule for the free independent travel can be arranged by the free independent traveler himself, but for the group travel, these are generally arranged by the travel service or the related service agency ahead of time;2)The free independent travel is generally composed of a tourist or several tourists, but the group travel is generally composed of more than ten tourists;3)The free independent travel is capricious（反復(fù)無常的）and changeable, and the service items are not fixed, what?s more, the degree of its freedom is big;but the group travel is a travel which is organized and carried out according to the predetermined itinerary and plan;4)The payment method 付款方式for the free independent travel is sometimes paying cash oddly for different tour items according to retail rate, so its price is relatively more expensive than that of the group travel;but for the group travel, the payment method is paying inclusive rates through the travel service or the related service agency;5)Because the free independent travel has no tour leader and national guide, the service for it is more difficult.與團(tuán)隊(duì)旅游相比,散客旅游具有哪些特點(diǎn)?

答:(1)預(yù)定期短;(2)規(guī)模小;(3)批次多;(4)要求多;(5)變化大。散客旅游與團(tuán)隊(duì)旅游的區(qū)別表現(xiàn)在哪些方面?

31.What is the tourist?s psychological心理的status at the beginning of traveling?

Seek for safety and newness.

游客在旅游活動不同階段的心理主要有哪些？答：（1）旅游初期階段：求安全心理、求新心理；（2）旅游中期階段：懶散心態(tài)、新全心理、群體心理；（3）旅游后期階段：忙于個(gè)人事務(wù)。

32.What is the tourist?s psychological status in the middle of traveling?

Idleness psychology;psychology for seeking perfection;colony 群體psychology.33.What is the tourist?s psychological status at the end of traveling?

Being busy with personal affairs. 

34.What is the trend of tour guide service?導(dǎo)游服務(wù)的趨勢？

1)High-intellect guide content;導(dǎo)游內(nèi)容的高知識化； 2)Scientific guide measure;導(dǎo)游手段的科技化； 3)Varied guide styles.導(dǎo)游方式的多樣化。

35.What are the four styles of question and answer method for the guide? 導(dǎo)游人員運(yùn)用問答法的四種形式？

1)The guide asks the question and answers by himself; 2)The guide asks the question and the tourist answers; 3)The tourist asks the question and the guide answers;

4)The tourist asks the question and answers by himself/herself. 

36.What are “ the four treasures of traveling”?旅游活動中的旅游四寶是指什么？

Fan;umbrella;glasses and sun helmet（太陽帽）. 

37.What do the letters F, C, Y, K refer to in the international air transport? 國際航空中，英文字母表示的客艙等級？

1)F= first class; 2)C= business class; 3)Y= economy class;

4)K= thrift（[θrift] 節(jié)儉）class.平價(jià)艙。

38.What are the types of China?s passport?中國護(hù)照的種類？

1)Diplomatic [,dipl?'m?tik] passport;外交護(hù)照 2)Business passport;公務(wù)護(hù)照； 3)Common passport.普通護(hù)照。

39.What is the guide language in broad sense?什么是廣義的導(dǎo)游語言？

1)Oral language;口頭語言 2)Body language;態(tài)勢語言 3)Written language;書面語言 4)Side language.副語言 

40.What is the basic patterns of oral language of the guide?

1)Monologue ['m?n?l?ɡ];獨(dú)白 2)Dialogue.

口頭語言有哪兩種形式？其表達(dá)要領(lǐng)包含哪些方面？

41.What are the key points of oral language of the guide?

Moderate volume, tune, speed of speech and reasonable pause.



42.How to deal with the relationship with the tour leader?

1)Respect the tour leader and often consult with him if in trouble; 2)Show concern for the tour leader and support his work;

3)Give more honor to the tour leader and bring their positive factors into play; 4)Be flexible and active and grasp the initiative [i'ni?i?tiv] 主動的of work;

5)Try to gain the tourists? support and avoid conflict with the tour leader in a direct way. 為搞好與旅游團(tuán)領(lǐng)隊(duì)的關(guān)系，導(dǎo)游人員應(yīng)注意哪些問題？答：（1）尊重領(lǐng)隊(duì)，遇事與領(lǐng)隊(duì)多磋商；（2）關(guān)心領(lǐng)隊(duì)，零落了其他游客；（3）多給領(lǐng)隊(duì)榮譽(yù)，調(diào)動領(lǐng)隊(duì)的積極性；（4）靈活應(yīng)對，掌握工作主動權(quán)；（5）爭取游客支持，避免與領(lǐng)隊(duì)正面沖突。

43.How to find your group at the airport or train station? 怎樣在飛機(jī)場或火車站找到所接的旅行團(tuán)？

1)Show up the sign card-board 硬紙牌with the group code, name of the tour escort護(hù)送者 or name of the national guide on it; 2)Stand at the eye catching place;

3)Go to ask tourists politely according to their nationalities feature, number of the tourists in the group, the group flag, sign, tag, etc. 

44.What should a tour guide do after he/she has met the tour group? 導(dǎo)游在導(dǎo)游接到客人后應(yīng)該做什么？

1)Collect the luggage together with the tour escort, national guide and the porter搬運(yùn)工人;

2)Make sure that no luggage has been lost or damaged.Then leave the luggage to the porter and have the luggage sent to the hotel; 3)Take the tour group to the bus and help them get on.



45.What should a tour guide do when the tourists arrive at the hotel ? 游客抵達(dá)酒店時(shí)導(dǎo)游應(yīng)該作什么？

1)Help them check in;(fill in the forms;get room keys, etc.)

2)Introduce the hotel facilities(the location of the restaurant, elevator, cashier, business centre, post office, etc.);

3)Note down the room numbers of the tour escort and the national guide; 4)Inform the tourists of the itinerary just for the day or the next day;

5)Arrange morning call for the tourists and tell the bellboy to deliver the luggage to their rooms;6)Check and discuss the itinerary [a?'t?n?,reri:,]行程 in detail with the tour escort. 

46.What should a tour guide do after the tour group arrives at the airport or railway station before departure?在游客抵達(dá)機(jī)場或火車站后離開前，導(dǎo)游員應(yīng)該做什么？ 1)Get in contact with the porter soon after arrival;

2)Check and get the airline tickets, the boarding cards and the baggage tags from the porter?s hands.And hand in them to the national guide or tour leader(if there is no national guide);3)Remind the tourists to pay the airport construction fee or airport tax;

4)See them off until the means of transportation is gone.For the outbound 開往外地的，開往外國的group(international group), the tour guide can leave the airport after the tourists enter the separate area. 

47.Being a tour guide, how would you take care of the aged tourists? 作為導(dǎo)游員，接待高齡游客應(yīng)注意什么問題？

1)Slow down walking speed and speaking speed; 2)Answer their questions patiently;

3)To prevent the aged tourists from getting lost, the tour guide should keep telling them the parking lot of the tour bus, the tour route in the scenic spot, etc.

4)Tell the aged if anyone does get lost, stay there until the tour guide comes to get him/her;5)Don?t hurry them up during the tour;let them often have a rest when they feel tired. 接待高齡游客應(yīng)注意哪些問題？答：（1）妥善安排日程；（2）做好提醒工作；（3）注意放慢速度；（4）耐心解答問題；（5）預(yù)防游客走失。

48.What should a tour guide do when taking disabled or handicapped tourists? 在接待殘疾游客時(shí)，導(dǎo)游員應(yīng)該注意哪些問題？

1)Make careful preparations for the disabled tourists.For instance, prepare a wheelchair;ask for a spacious寬敞的 bus;and go inside the Arrival Hall of the airport to meet them if necessary;2)Choose a tour route with less or non steps in the scenic spot; 3)Arrange the dining hall on the first floor; 4)Let the deaf-mute聾啞者 tourists sit in the front seat of the bus so they can read your body language;5)Try to let the blind tourists touch the things wherever possible.

49.What should a tour guide do when he takes a religious group? 在接待宗教旅游團(tuán)體時(shí)，導(dǎo)游員應(yīng)該注意哪些問題？

1)Carefully study the religious policy of our country;

2)Make preparations in advance.For instance, what religion do the tourists believe? Which church do they want to go? When does the church open? Where is the location of the church? etc.

3)Satisfy their specific demands.For instance, certain restaurant, certain meal, or even certain time for those religious people.

50.How to extend the farewell speech?怎樣致歡送辭？

1)Look back on the sightseeing activities in the past few days and express your appreciation to the tourists for their support and good cooperation;

2)Express that you cherish the cordial熱誠的 friendship with them and tell them that you are going to miss them after departure, and let them know that having been their tour guide is a memorable experience that you will remember forever;

3)Ask them for their opinions and suggestions and let them know that their opinions and suggestions will help improve your work in the future;

51.How to help a tourist extend his/her visa?怎樣幫助游客延長簽證？

1)Get the document（證明）with a reasonable explanation from the local travel service;2)With the document from the travel service, passport and group visa, he/she has to go to the local Authorized Public Security Bureau and go through some formalities for separating his/her visa from the group visa and extending his/her visa; 3)The tourist has to pay all the extra expenses. 

52.In which situation should a tour guide stop a tourist from taking activities on his/her own? 在什么情況下，導(dǎo)游應(yīng)阻止客人進(jìn)行自由活動？

1)On the day when the group is going to leave for another destination;2)For those complicated places and dangerous places; 3)Attention： 

a.Don?t ride a bicycle on his/her own; b.Don?t have a boat ride on his/her own;

c.Don?t swim in those prohibited swimming areas;

d.Don?t go to those complicated places, dangerous places as well as those areas off limits（禁止進(jìn)入的）for foreigners.

53.What should a guide do to prevent tourists from getting lost during sightseeing? 1)Spare no efforts to keep reminding the tourists to take the hotel card with them if they leave the hotel on their own;remember the tour bus number during the sightseeing;remember the parking lot;departure time, etc.

2)Each time on the bus in the morning, remind the tourists of the schedule in the morning and in the afternoon separately.When arriving at a scenic spot, the guide should make sure that they all know the tour route, the exact time of staying at this scenic spot, the coach number and the parking lot;

3)Keep counting the tourists whenever you move to another scenic spot, just to make sure that no one is missing;

4)Act in close coordination with the national guide and the tour escort.Being a local guide, you ought to walk in front of the group with a flag or group sign holding in the hand.Let the national guide and tour escort walk at the back just to make sure that no one gets lost;5)Put more efforts on good language and wide knowledge.The guiding in the scenic spot should be vivid and interesting enough to attract the tourists? attention.如何預(yù)防游客走失？答（1）做好提醒工作；（2）做好各項(xiàng)活動的安排和預(yù)報(bào)；（3）時(shí)刻和游客在一起，經(jīng)常清點(diǎn)人數(shù)；（4）地陪、全陪和領(lǐng)隊(duì)?wèi)?yīng)密切配合，做好旅游團(tuán)的斷后工作；（5）導(dǎo)游又要以高超的導(dǎo)游技巧和豐富的講解內(nèi)容吸引游客。

54.Which aspects does the cultural character of tour guide?s service display on ? 導(dǎo)游服務(wù)的文化性表現(xiàn)在哪些方面？

1)The tour guide?s service is an important channel to disseminate [di'semineit]傳播 the culture;2)The tour guide?s service is a media of aesthetic appreciation 美學(xué)欣賞and seeking knowledge.55.What are the common types of tourists? individuality characteristics? 游客的個(gè)性特征一般分為哪幾種類型？

The lively（活潑的）style;the steady（穩(wěn)重的）style;the irritable ['?r?t?b?l]（急燥的）style;the melancholy ['mel?nk?li]（憂郁的）style.56.From which aspects should the tour guide instruct the tourist correctly to view the scenery and enjoy the beauty? 1)Transmitting the correct aesthetic[i:s'θetik]appreciation 美學(xué)欣賞information;

2)Analyzing the tourist?s aesthetic appreciation feeling;3)Stimulating 刺激the tourist?s imagination thinking;4)Grasping flexibly the method to view the scenery and enjoy the beauty.導(dǎo)游人員從哪些方面去正確引導(dǎo)游客觀景賞美？答：（1）傳遞正確的審美信息；（2）分析游客的審美感受；（3）激發(fā)游客的想象思維；(4)靈活掌握觀景賞美的方法。

57.Which aspects is the tour guide?s vision(sight)composed of? How many methods does the application of vision have? A: The tour guide?s vision is mainly composed of three aspects which are the change of pupil瞳孔, the length of vision contact and the angle of vision contact.B: The application methods of vision mainly include: 1)The joint of vision;2)The movement of vision;3)The distribution of vision;4)The unification統(tǒng)一 of vision and explanation.導(dǎo)游員的目光有哪些方面組成？運(yùn)用目光的方法有哪些？

58.What?s the method of stressing the main points? Which aspects does the tour guide generally have to highlight when he explains? A: The method of stressing the main points refers to stress the knowledge of some aspect and not to stress all things when the tour guide explains.B: When the tour guide explains, generally he must stress the following aspects: 1)The unique points of the scenic spot;

2)The representative典型的 landscape典型的風(fēng)景;3)The content the tourist is interested in;

4)The most important point of something and some place.什么是突出重點(diǎn)法？導(dǎo)游講解時(shí)，一般要突出哪些方面？

59.What?s the subjective reasons that no guide comes to meet them when the tourists arrive? 1)The tour guide hasn?t done his work carefully, e.g.he hasn?t read the travel plan carefully;2)The tour guide hasn?t arrived at the meeting place ahead of time according to the ruled time;3)The tour guide hasn?t read the modified record改進(jìn)的記錄;4)The tour guide hasn?t checked the modified flight timetable;5)The tour guide hasn?t chosen the proper place to meet the tourists with the reception logo接待牌.造成漏接的主觀原因有哪些？答：（1）工作不細(xì)致，沒有仔細(xì)閱讀接待計(jì)劃；（2）沒有按規(guī)定提前到達(dá)接站地點(diǎn)；（3）只讀接待計(jì)劃，沒有看變更計(jì)劃，還按原計(jì)劃接團(tuán)；（4）沒有查閱新的時(shí)刻表；（5）導(dǎo)游接站時(shí)的地點(diǎn)不當(dāng)。

60.What?s the difference between the formal guide certificate 正式導(dǎo)游證and the temporary guide certificate臨時(shí)導(dǎo)游證? 1)The prerequisite[pri:'rekw?z?t]先決條件 conditions are different in obtaining the formal certificate.The formal guide needs to pass the guide qualification test and apply for the formal guide certificate from the tour administrative department after he obtains the guide qualification certificate.The temporary guide needn?t obtain the guide qualification certificate.2)The demands for language ability are different.The formal guide is not limited by language ability.While the temporary guide must be the person who grasps some specific language and owns some special language ability and is urgently緊急的 needed by the travel agency which hands in the application to the tour administrative department.Otherwise the temporary guide can?t apply for the temporary guide certificate.3)The application procedures are different.The formal guide certificate must be applied by the tour guide himself;while the temporary guide certificate must be applied by the travel agency according to its needs.4)The terms of validity [v?l?d?t?]（有效期）are different.The term of validity of the formal guide certificate is three years and the tour guide may apply for changing a new one after the formal guide certificate expires [iks'pai?（期滿）];while the term of the temporary guide certificate is no more than three months and it can?t be postponed延期 after it expires.If the travel needs to engage a temporary guide, it must handle the application procedures again.正是導(dǎo)游證與臨時(shí)導(dǎo)游證有何區(qū)別？答：（1）取得導(dǎo)游證的前提條件不同。（2）對語言能力的要求不同。（3）申領(lǐng)程序不同。（4）有效期限不同。

61.How to prevent the public security accidents? 1)When the tourists check in the hotel, the tour guide should suggest the tourists store the valuables in the safe box of hotel, and don?t take lots of cash with them or leave lots of cash in the room of hotel;2)The tour guide should remind the tourists not to tell strangers their room number or let strangers enter their room, and lock the door when they come in and go out of the room;3)The tour guide should remind the tourists not to change foreign currency with the private, and explain the foreign exchange regulations of our country to them;4)When the tourists leave the tourist coach, the tour guide should remind the tourists not to leave behind their credentials or valuables, and he must also remind the driver to lock the coach door, close windows and not to go away too far;5)When the tourists join the activity in the scenic spot, the tour guide should stay with the tourists all the time and pay attention to the environment, and remind the tourists to take care of their own belongings at any time;6)When the coach travels on the way, the tour guide and driver should not stop to let the others to take a lift;if the unidentified person blocks the coach, the tour guide should remind the driver not to stop the coach.如何做好治安事故的預(yù)防？

答：（1）建議游客將貴重財(cái)物存入飯店保險(xiǎn)柜，注意保管好自己的財(cái)物；（2）提醒客人不要將房號告訴陌生人；不讓陌生人和自稱維修人員隨意進(jìn)入房間；進(jìn)入房間要鎖好門。（3）提醒客人不要與私人兌換外幣。（4）下車后提醒客人帶好貴重物品，提醒司機(jī)關(guān)好車窗，不要離車太遠(yuǎn)。（5）在景點(diǎn)活動時(shí)，要始終與游客在一起，隨時(shí)清點(diǎn)人數(shù)。（6）汽車行駛途中，有人攔車，提醒司機(jī)不要停車，不讓陌生人搭車。62.How to avoid the accident of missing a plane or train? 1)Carefully check the date, flight number or train number, departure time on the tickets and the exact location of the airport or train station;For the international flight, the tour guide needs to reconfirm（再確認(rèn)）the flight tickets apart from checking the items mentioned above;2)If the fight tickets or train tickets are not available when the guide takes a tour（帶團(tuán)）, keep in touch with the local travel service any time available during and after sightseeing for further information.When the tour guide gets the tickets, he must check the flight number or train number, the departure time on the tickets, the location of the airport or train station and the total number of tickets again, just to find out if there are any changes compared to the original schedule;

3)The activities on the departure day should be very well arranged.There should be no arrangement to the complicated districts or remote areas for sightseeing on departure day.Don?t arrange the tourists to shop on their own on departure day for fear they might get lost or miss their plane or train;4)Leave enough time for driving to the airport or train station and put traffic jam or traffic accident into your consideration;5)Make sure to arrive at the airport or train station on schedule;International flights: 2 hours in advance;Domestic flights: 1 hour and half(90 minutes)in advance;By train: 1 hour before the train takes off.怎樣避免誤機(jī)事故的發(fā)生？答：（1）提前落實(shí)游客離站的交通票據(jù)，核對日期、班次、時(shí)間、目的地；（2）若交通票據(jù)沒有落實(shí)時(shí)，要隨時(shí)與旅行社聯(lián)系，了解航班有無變化。（3）臨行前，不安排游客去環(huán)境復(fù)雜的景點(diǎn)游覽，不組織去熱鬧的場所購物；（4）安排充裕的時(shí)間去機(jī)場，確保在規(guī)定的時(shí)間到達(dá)機(jī)場。

63.How to pay attention to the dietetic hygiene during taking a group? 1)Pay attention to the hygiene of drinking water;2)Fruits and melons must be cleaned and peeled before eating them;3)Treat every meal cautiously.When we are hungry, we shouldn?t eat what there is;4)Learn how to judge whether the hygiene of eating house is qualified;5)Be moderate in eating and drinking on the traffic.在帶團(tuán)旅游時(shí)如何注意飲食衛(wèi)生？答：（1）注意飲水衛(wèi)生；（2）瓜果一定要洗凈或去皮再吃；（3）慎重對待每一餐，不能饑不擇食；（4）學(xué)會鑒別餐飲店衛(wèi)生是否合格；（5）在車船或飛機(jī)上要節(jié)制飲食。

64.What are the tourists? special requests on diet? 1)Special requests for food because of religions, living habits and body conditions;2)Special request for changing the meal or changing the restaurant;3)Special request for having the meal independently;4)Special request for having the meal in the room(room service);5)Special request for tasting special flavors;6)Special request for delaying the dinner time.旅游者餐飲方面的特殊要求主要有哪幾個(gè)方面？答：（1）特殊的飲食要求；（2）要求換餐；（3）要求單獨(dú)用餐；（4）要求提供客房內(nèi)用餐；（5）要求自費(fèi)品嘗風(fēng)味；（6）要求推遲用餐時(shí)間。

65.How will a guide guard against receiving a wrong group?

1)The guide should arrive at the right place to wait for the tour group in advance;

2)When meeting the group, the guide should check the name of the tourist generating travel service（客源地旅行社）and the name of the tourist destination organizing travel service, the code, passengers?number, tour leader?s name(if no tour leader, should check the passengers? names of the tour group)and hotel of the tour group;

3)The guide should be cautious to prevent the other from taking the group away illegally. 如何預(yù)防錯(cuò)接？答：（1）導(dǎo)游員應(yīng)提前到達(dá)接站地點(diǎn)迎接旅游團(tuán)；（2）接團(tuán)社要認(rèn)真核實(shí)團(tuán)隊(duì)組團(tuán)社名稱、團(tuán)號、人數(shù)及旅客姓名等。（3）提高警惕，嚴(yán)防社會其他人員非法接走旅游團(tuán)。

66.How will the guide settle the problem of missing the plane?

1)The guide should report immediately to the travel service and related departments, and ask for help;

2)The guide should get in touch with the airport(railway station, port)as soon as possible and try his best to make the passengers leave by the latest flight, or arrange the chartered flight(railway carriage, ship)or other traffic for passengers to go to the next destination; 3)The guide should soothe the passengers of the tour group and arrange well the hotel and sightseeing, etc.for the passengers if they have to stay longer time;

4)The guide should inform the travel service of the next destination in order to adjust the itinerary as soon as possible;

5)The guide should apologize to the passengers;

67.What should the guide do if the passenger is lost at the scenic spots? The guide should do as follows：

1)Find out the incident and look for the guest as soon as possible;2)Ask for help from the public security management and the management of the scenic spot; 3)Connect with the hotel; 4)Report to the travel agency; 5)Deal with the aftermath; 6)Write the incident report.

在景點(diǎn)游覽時(shí)，游客走失，導(dǎo)游員如何處理？答：（1）了解情況，立即尋找；（2）需力求公安、景點(diǎn)管理部門幫助；（3）與飯店聯(lián)系；（4）向旅行社報(bào)告；（5）做好善后工作；（6）寫出事故報(bào)告。

68.What should the guide do if the passenger demands not to follow the group for one day or one scenic spot?

The guide should do as follows：

1)Tell the guest if he doesn?t go with the group, the travel service won?t return all the expense he paid to the travel service, and he should pay for his own activities by himself;

2)Inform the guest where and when to have the meal so that the guest can come back to have the meal with the group;

3)Remind the guest to be care for his safety and keep his belongings well.

4)Remind the guest to take the hotel?s name card on which are the hotel?s name, address and telephone number;

5)Write a Chinese English note for the guest to tell the name and the address of the place where he will go and brief dialogues for reserve;6)Tell the mobile phone number and BP number to the guest if necessary. 游客要求全天不隨團(tuán)活動時(shí)導(dǎo)游應(yīng)做哪些工作？答：（1）向游客說明所有費(fèi)用不退，所需各種費(fèi)用自理。（2）告訴游客用餐時(shí)間和地點(diǎn)，以便其歸隊(duì)時(shí)用餐。（3）提醒注意安全，保管好自己的財(cái)物，帶上飯店卡片。（4）給客人寫張有關(guān)內(nèi)容的中英文便條，以備不時(shí)之需。（5）告訴自己的聯(lián)系方式。

69.How to prevent missing meeting the guests?怎樣避免漏接事故的發(fā)生？ 1)Read the reception plan carefully;

2)Check the arrival time of transportation means; 3)Arrive at the meeting place in advance. 

70.How to deal with the guests? common disease? 游客患一般疾病應(yīng)如何處理？

1)Advise the guests to see a doctor;

2)Take care of the guests who suffer from a disease;

3)Go to the hospital with the guests when necessary, and inform the guests of paying the bill by themselves and keeping the diagnosis proof and invoices;

4)Forbidden to give any medicine to the guests without permission. 

71.How to deal with the effects the tourist asks to deliver? 游客要求為其轉(zhuǎn)送物品應(yīng)如何處理？ 1)Be clear about what it is;

2)Request the tourist to write a trust deed and leave his/her address and telephone number in detail;

3)Request the addressee to write a receipt and sign his/her name; 4)Hand in the trust deed and receipt to the travel agency；

5)If this relates to the foreign embassy and consulate, a guide should not accept the delivery in principle. 

72.How to deal with the tourists? distributing religious materials? 當(dāng)游客散發(fā)宗教宣傳品時(shí)，導(dǎo)游應(yīng)如何處理？ [????????????????]破壞

1)To dissuade the tourists to do so and propagate our country?s policies about religion; 2)If they don?t accept our persuasion and cause sabotage[????????????????]破壞, the guide should make a report to the concerned departments.Then the accident will be handled by the public security and judicial departments.

73.What should be done if a tourist invites his/her friends to join the group? 如果游客要求他的親戚或朋友隨團(tuán)活動，導(dǎo)游應(yīng)該怎么做？

1)First, you should ask for permission from the tour escort as well as from all members of the group;

2)Get in contact with the travel service and they are allowed to join the group after going through some related formalities and paying tour expenses;

3)If you are in a hurry or you have no time to take him/her to the travel service, let him/her pay first and give him/her the receipt later;

74.How to deal with special request for changing the meal or changing the restaurant? 如何處理游客換餐或更換餐廳的特殊要求？

2)For changing the meal, first ask the restaurant whether it has that service or not.If the restaurant doesn?t have that kind of meal, we could change to another restaurant;

1)Tell the tourists the fact, make apology sincerely if it is the tour guide?s fault;

2)If there is some other reasons, you should make more explanation patiently to clear up certain misunderstanding;

3)Try your best to reduce the tourists? loss to the minimum.For instance, offering warm hearted and attentive service based on the itinerary and fulfilling the contents that is included in the plan, and at the same time taking them to the sightseeing places in their schedule as much as you can.

76.What should be done if a tour guide had arrived at the airport or train station ahead of time but he/she still failed to get the group? 發(fā)生了空接事故，導(dǎo)游員應(yīng)如何處理？

1)For a domestic flight, the tour guide should contact the travel service right away to find out the reason;

3)For the reason of a few hours? delay, the tour guide should follow the arrangement made by the travel service and he/she can?t take any action on his/her own or make any arbitrary decision;

4)If the tourists have cancelled the trip, the tour guide should inform the travel service immediately and cancel all the reservations of the hotel, meals, means of transportation, tickets, as well as notify the travel services in other cities. 發(fā)生了空接事故，導(dǎo)游員如何處理？

答(1)立即與接待社有關(guān)部門聯(lián)系，查明原因；（2）如果推遲時(shí)間不長，可留在接站地點(diǎn)繼續(xù)等候；（3）通知各接待社單位作相應(yīng)的更改；（4）如推遲的時(shí)間較長，導(dǎo)游員要按有關(guān)部門的安排，重新落實(shí)結(jié)團(tuán)事宜。

77.If the number of the tourists is more than the original schedule for an international group, what should the guide do?

接待入境團(tuán)時(shí)，如果游客比原計(jì)劃增加了，應(yīng)該怎么辦？

1)Help the additional tourists to acquire landing visa at the airport if necessary;

2)Check with the local travel service first, if so, inform the local travel service to add all kinds of arrangements, such as hotel rooms, meals, and transportation tickets, etc.

3)Remind the local travel service to inform the travel services in other cities of the change in number.

78.If the number of the tourists is less than the original schedule for an international group, what should the guide do?

接待入境團(tuán)時(shí)，如果游客比原計(jì)劃減少了，應(yīng)該怎么辦？

1)Check the group visa first and cross out the names of those tourists who do not appear from the name list of group visa at airport Customs;

2)Inform the local travel service of the changes so that they can make changes on hotel rooms, meals, transportation tickets, etc.

79.How should a tour guide do to help a foreign tourist get a new passport when he/she has lost his/her passport during his stay in China? 當(dāng)外國游客在中國丟失護(hù)照，導(dǎo)游員應(yīng)如何幫他獲取新的護(hù)照？

1)Report to the local Public Security Office and get the certificate of loss;

2)Make a report to the travel service and get the document indicating the loss of his/her passport from the local travel service; 3)The tourist who has lost his/her passport should go to the Entry and Exit Office of the local Public Security Bureau with the supporting document from the local travel service and his/her photos to apply for a “l(fā)oss certificate of his passport ”;

4)Go to the embassy or consulate of his/her country in China to apply for a new passport with the supporting documents from the local Authorized Public Security Bureau;

5)With the newly issued passport, the tourist has to go back to the local Authorized Public Security Bureau again to apply for the visa. 

80.How to deal with the loss of the group visa? 團(tuán)體簽證丟失了應(yīng)如何處理？

1)Get a document indicating the loss of the group visa from the local travel service; 2)Prepare relevant documents to apply for a new visa： a.The duplicate copy of original group visa;

b.Retype a new name list in the same format and content as the original one; c.All the passports of the group.

3)With all the above-mentioned documents go to the Entry and Exit Office of the local Public Security Bureau to report the loss of group visa and apply for a new one. 

81.What should a tour guide do if an overseas Chinese has lost his passport? 海外華僑丟失了護(hù)照應(yīng)該如何處理？

1)The document indicating the loss of the passport from the local travel service is needed; 2)With the supporting document from the local travel service, he/she has to report the loss to the Entry and Exit Office of the local Public Security Bureau and applies for a new passport;3)With the newly issued passport, the tourist must go to the embassy or consulate of his/her resident country in China to get an inbound visa. 

82.What should a tour guide do if a Hong Kong or Macao tourist has lost his permit? 港澳同胞丟失了出入進(jìn)境通行證應(yīng)該怎樣處理？

1)Report to the local public Security Office to get a loss certificate or get the loss certificate from the local travel service;

3)The tourist who lost his permit can get a new one from concerned department in Hong Kong or Macao when he/she goes back.

83.What should you do for him/her if a tourist has lost his checked luggage at the airport? 如果游客在飛機(jī)場丟失了行李應(yīng)如何處理？

1)Take him to the Lost and Found Department and fill out the claims form for the lost luggage and lost articles;

2)Write down the name of the hotel that the tourist is going to stay in, the telephone number of the hotel, his/her room number if you know and the office telephone number of the travel service, so that he/she can be notified if the lost luggage is found; 3)Keep in touch with the airport and check frequently during the trip; 4)If the luggage cannot be found, you ought to help the tourist buy some daily necessities;5)In case the lost luggage cannot be found shortly before he/she leaves the local place, further information of his/her whole trip in China is needed.The tour guide should help him/her inform the airline office of the whole travel route in China, such as the names of cities, the name of travel service in each city, the hotel names that he/she is probably going to stay in and the hotel telephone numbers.When his/her lost luggage is found, they can inform him/her when he/she is in other city and the lost luggage can be transported to the most appropriate place;6)If the luggage does get lost, the tourist can claim for compensation from the airlines in accordance with the international practice.

84.How to deal with the interruption by the tourist?s question as the tour guide explains? 1)Hold the welcome attitude and combine the answer with explanation alternatively;2)Don?t answer all the questions of the tourist, generally speaking, only answer the questions concerning with the scenic spot.Make sure not to let the question effect the guide?s explanation negatively;3)Even only one tourist puts questions, the guide should answer the questions to all the tourists in order to attract their attention.導(dǎo)游員在講解是被游客因提問而打斷，怎么處理？答：（1）持歡迎態(tài)度，有選擇的將回答和講解結(jié)合起來；（2）不要問什么回答什么，一般只回答和景點(diǎn)有關(guān)的問題，注意不要讓提問沖擊自己的講解；（3）即使只有一個(gè)游客提問，也要面對全體游客進(jìn)行解答，以吸引他們的注意力。

85.Due to the delayed arrival, the tour group?s local sightseeing time is shortened, how should the tour guide deal with this problem? 1)Analyzing the difficulty and problem brought by the delay and report in time to the tour organizing and planning departments of the receiving travel service in order to feedback this condition to the organizing travel service and find out the remedial measures as soon as possible.2)Arrange and implement the traffic, accommodation and sightseeing, etc.of the tour group under the help of the tour organizing and planning departments;3)The local guide should adjust the itinerary immediately, compress the time in each scenic spot and try his best not to reduce the planned tour items.旅游團(tuán)的抵達(dá)時(shí)間延誤，在一地的旅游時(shí)間縮短，導(dǎo)游員應(yīng)如何處理？答：（1）分析延誤帶來的困難和問題，及時(shí)向接待社和組團(tuán)社報(bào)告，并找出解決方案；（2）在計(jì)調(diào)部門協(xié)助下落實(shí)交通、住宿、游覽變更事宜；（3）立即調(diào)整活動日程，壓縮在每一景點(diǎn)的時(shí)間，盡量不減少計(jì)劃內(nèi)的游覽項(xiàng)目。

86.What should a tour guide do when a tourist is suddenly ill on the way to the tourist attraction?在去旅游景點(diǎn)的途中中，游客突患疾病該如何處理？

1)With the approval of the sick tourist, his/her relatives and tour escort, send him/her to the nearby hospital as soon as possible; 2)Report to the travel service right away; 3)The sick tourist should be accompanied by his/her relatives, the tour escort and the national guide.If this group doesn?t consist of national guide or tour escort, the local guide should ask the local travel service for help. 

87.What should a tour guide do when a tourist is suddenly getting seriously sick during the sightseeing?一位游客在參觀游覽時(shí)突患重病，導(dǎo)游員應(yīng)如何處理？

1)Don?t move him/her, but make him/her as comfortable as possible if he/she is suddenly sick during the sightseeing;

2)Call for an ambulance as soon as possible;

3)Ask for help from the employees in the sightseeing place; 4)Report this case to the travel service;

5)He/she must be accompanied by his/her relatives, tour escort while being sent to the hospital.

88.How to deal with the problem when a tourist dies of illness? 游客因病死亡，該如何處理？

No matter what reason, a tourist died during his/her tour is a very bad misfortune.Being a tour guide, we should do as follows：

1)Inform his/her family or relatives right away.For the foreign tourist, we must notify his embassy or consulate in China and ask them to inform his/her family or relatives of the grievous news of his/her death so as to come to handle his/her funeral；

6)If the deceased tourist has life insurance, the tour guide should help his/her family or relatives get relevant certificates, such as insurance compensation, medial expense reimbursement, etc.

7)If the family members want to take the remains back to their country, the tour guide ought to help get the relevant certificates, such as“Certificate of Antiseptic Remains”, “Certificate of Dressing the Corpse in the Coffin”, “Permit for Outbound Remains”, “Permit for Entry and Exit Coffin”, etc. 8)All the expenses such as medial expense, cremation, transportation of corpse and other transportation fees should be covered by the family of the deceased tourist;

89.What must be done if a traffic accident happens? 發(fā)生了交通事故該如何處理？

1)Rescue the injured especially those seriously wounded immediately;move them out of the accident bus as quickly as possible and call for an ambulance or stop any car on the spot to take the injured to the nearest hospital(First Aid Medical Center;Tel：120)；

2)Keep the site of the accident intact before the police arrive;call for the traffic police and the public security department(Traffic Police and the Public Security Department;Tel：122)； 3)Report the accident to the travel service and ask for help.Transportation of another coach should be dispatched to take the rest of tourists back to the hotel or continue their sightseeing;4)After the relevant personnel arrive, the local guide should try to keep the tourists calm and take the unwounded tourists to continue their sightseeing if possible.And try to reduce the adverse effect of the accident to the minimum;

6)Write a report right after the accident.The report should include the cause of the accident, how it was handled and the result.It should be truthful, accurate and detailed.

第三篇：導(dǎo)游業(yè)務(wù)知識重點(diǎn)

導(dǎo)游業(yè)務(wù)知識重點(diǎn)

一、與時(shí)間有關(guān)的1、1841年7月5日，英國人托馬斯·庫克（旅游業(yè)之父），組織了一次從萊斯特前往洛赫伯勒的旅游活動。（旅游活動的產(chǎn)生）2、1845年，托馬斯庫克的旅游公司在萊斯特成立。（世界上第一家旅行社）

3、1923年，上海儲備銀行陳光甫，建立了旅游部。

4、1927年。陳光甫，成立中國旅行社（現(xiàn)為香港中國旅行社股份有限公司）

5、1949年11月19日，福建廈門創(chuàng)辦了新中國第一家華僑服務(wù)社。

6、1954年，周恩來提議，在北京成立中國國際旅行社總社。

7、1974年，國務(wù)院批準(zhǔn)成立中國旅行社。

8、9月27日、世界旅游業(yè)

旅游與旅游業(yè)概述

1、旅游：人們?yōu)榱诵蓍e、商務(wù)和其它目的，離開慣常的生活環(huán)境到某個(gè)地方去并停留一段時(shí)間的活動。（非定居、暫時(shí)定居、不涉及賺錢）

2、旅游業(yè)：憑借旅游資源和設(shè)施專門或主要從事招徠、接待游客，并為其提供交通、游覽、住宿、餐飲、購物、文娛等環(huán)節(jié)服務(wù)的綜合性產(chǎn)業(yè)。（經(jīng)濟(jì)性產(chǎn)業(yè)）

旅游市場：旅游產(chǎn)品供求雙方交換關(guān)系的總和（各種經(jīng)濟(jì)現(xiàn)象、關(guān)系）

3、導(dǎo)游：依照《導(dǎo)游人員管理?xiàng)l例》依法取得導(dǎo)游證，接受旅行社的委派，為旅游者提供向?qū)еv解及相關(guān)旅游服務(wù)的人。

4、旅游業(yè)的三大支柱產(chǎn)業(yè)：旅行社、交通運(yùn)輸部門、以酒店為代表的住宿業(yè)。

5、世界六大旅游市場：歐洲、美洲、東亞和太平洋、非洲、中東、南亞。

6、旅游組織：旅游行業(yè)組織、旅游行政組織

第一章、導(dǎo)游服務(wù)概述

1、現(xiàn)代導(dǎo)游發(fā)展的主要特征：導(dǎo)游人員職業(yè)化、導(dǎo)游服務(wù)商業(yè)化、服務(wù)內(nèi)容擴(kuò)大化、導(dǎo)游手段多樣化、科技化，導(dǎo)游知識現(xiàn)代化、導(dǎo)游語言國際化、導(dǎo)游服務(wù)藝術(shù)化。

2、旅行社的業(yè)務(wù)：旅游產(chǎn)品的開發(fā)、旅游產(chǎn)品的促銷、銷售、旅游服務(wù)的采購、旅游接待。

3、導(dǎo)游服務(wù)的作用：紐帶、標(biāo)志、反饋、擴(kuò)散

4、導(dǎo)游服務(wù)的性質(zhì)：社會性、文化性、服務(wù)性、經(jīng)濟(jì)性、涉外性

5、導(dǎo)游服務(wù)的特點(diǎn)：獨(dú)立性強(qiáng)、腦體結(jié)合、復(fù)雜多變、跨文化性

6、導(dǎo)游服務(wù)的類型：圖文聲像導(dǎo)游、實(shí)地口語導(dǎo)游

7、導(dǎo)游服務(wù)的范圍：導(dǎo)游講解服務(wù)、市內(nèi)交通服務(wù)、旅行生活服務(wù)

8、導(dǎo)游服務(wù)的基本原則：安全第一、賓客至上、維護(hù)游客合法權(quán)益、經(jīng)濟(jì)效益與社會效益相結(jié)合、優(yōu)質(zhì)服務(wù)、AIDI（attention, interesting, desire, action）

1、導(dǎo)游員分類：①按業(yè)務(wù)范圍：領(lǐng)隊(duì)、全程陪同導(dǎo)游、地陪、景區(qū)導(dǎo)游

②按職業(yè)：專職、兼職③按語言：中文、外語

④技術(shù)等級：初級、中級、高級、特技

⑤特種活動：徒步、攀登、漂流

2、中國導(dǎo)游員應(yīng)具有的基本素質(zhì)：良好的思想品德、淵博的知識、獨(dú)立工作的能力和創(chuàng)新能力、較強(qiáng)的組織協(xié)調(diào)應(yīng)變能力、精通業(yè)務(wù)較高的導(dǎo)游技能、身心健康、注重儀容儀表

⑴良好的思想品德：熱愛社會主義祖國、優(yōu)秀的道德品質(zhì)（集體主義和全心全意為人母服務(wù)）、熱愛社會主義本職工作敬職敬業(yè)、高尚的情操、遵紀(jì)守法、社會公德意思。

⑵淵博的知識：語言知識、史地文化知識、政策法規(guī)、心理學(xué)美學(xué)、政治經(jīng)濟(jì)社會、旅行知識、國際知識。

⑶獨(dú)立工作及創(chuàng)新：獨(dú)立進(jìn)行政策和進(jìn)行宣傳講解的能力、善于和各種人打交道、獨(dú)立分析解決問題處理事故

⑷較高的導(dǎo)游技能：智力、操作、服務(wù)技能

⑸身心健康：身體、心里健康、心理平衡（良好的觀察能力感知能力、獨(dú)立思維準(zhǔn)確的判斷力、自制力）、頭腦冷靜第二章導(dǎo)游員

3、導(dǎo)游職業(yè)道德的核心：全心全意為旅游者服務(wù)

4、導(dǎo)游職業(yè)道德的基本原則：熱愛社會主義旅游事業(yè)，全心全意為中外旅游者服務(wù)，堅(jiān)持集體主義，發(fā)揚(yáng)愛國主義和國際主義精神，實(shí)行社會主義人道主義。

5、中國導(dǎo)游職員職業(yè)道德規(guī)范：愛崗敬業(yè)忠于職守、熱情友好賓客至上、真誠公道信譽(yù)第一、文明禮貌優(yōu)質(zhì)服務(wù)、不卑不亢一視同仁、遵紀(jì)守法廉潔公正、團(tuán)結(jié)服從顧全大局、專研業(yè)務(wù)提高技能。

6、導(dǎo)游員的吸引力：旅游者心目中的導(dǎo)游（游客之友之師、國家形象代表）、導(dǎo)游人的個(gè)人魅力（萬事通、幽默大師、微笑大使、指揮員）

7、導(dǎo)游員的職責(zé)：⑴基本職責(zé)：按合同安排組織旅游者參觀游覽、講解介紹、解答、反映意見要求安排會見座談

⑵領(lǐng)隊(duì)：介紹情況全陪、落實(shí)合同、組織團(tuán)結(jié)工作、聯(lián)絡(luò)

⑶全陪：實(shí)施接待計(jì)劃、聯(lián)絡(luò)、組織協(xié)調(diào)工作、維護(hù)安全處理問題、宣傳調(diào)研

⑷、地陪：安排旅游活動、做好接待、導(dǎo)游講解、維護(hù)安全、處理問題

⑸、景點(diǎn)講解、安全提示、宣傳環(huán)保文化

8、八大職員：宣傳講解員（真實(shí)新穎針對及時(shí)）、導(dǎo)游翻譯員（信達(dá)雅）、生活服務(wù)員、安全保衛(wèi)員、情況調(diào)查員、座談報(bào)告員、經(jīng)濟(jì)統(tǒng)計(jì)員

9、導(dǎo)游員管理：計(jì)分管理

10、年審（56）、旅游質(zhì)監(jiān)檢查監(jiān)督、企業(yè)管理（合同、質(zhì)監(jiān)）、行業(yè)協(xié)會、導(dǎo)游服務(wù)公司

游客旅游動機(jī)和服務(wù)質(zhì)量

1、旅游動機(jī)：直接推動一個(gè)人進(jìn)行旅游的內(nèi)部驅(qū)動力，（通過購買消費(fèi)緩解心理生理的壓力）

2、馬斯洛需求層次：生理、安全、社交、尊重、求知、美的、自我實(shí)現(xiàn)的需求

3、羅伯特麥金托什旅游動機(jī)：健康、文化、社會關(guān)系、聲望

4、旅游動機(jī)要素分析：性別年齡和受教育程度、費(fèi)用時(shí)間體力家庭興趣

5、旅游活動心里變化的階段：群體心理（全程）、求安全求新（開始）、求全懶散（個(gè)性表露）、忙個(gè)人事務(wù)（結(jié)束）

6、購物動機(jī)：紀(jì)念性、饋贈性、新奇、求利、使用

7、正確提供心里服務(wù)：尊重游客、保持微笑、學(xué)會使用柔性語言、與旅游者建立伙伴關(guān)系、多提供個(gè)性服務(wù)、針對性。

8、服務(wù)監(jiān)控：下工序?qū)ι瞎ば虻臋z查、全陪領(lǐng)隊(duì)對地接社及地陪服務(wù)的質(zhì)量的監(jiān)控、地接對吃住行游購?qiáng)事犞谋O(jiān)控、旅游者對導(dǎo)游的質(zhì)監(jiān)。

團(tuán)隊(duì)服務(wù)程序

1、旅游產(chǎn)品：像旅游者銷售的旅游項(xiàng)目，由實(shí)物和服務(wù)構(gòu)成，線路活動食宿

2、產(chǎn)品組成狀況：整體（包價(jià)）、單項(xiàng)

產(chǎn)品形態(tài)：團(tuán)隊(duì)包價(jià)10人以上、散客包價(jià)

9、半包價(jià)扣餐、小包價(jià)（選擇非選擇）、零報(bào)價(jià)、組合旅游、單項(xiàng)服務(wù)。

3、旅游團(tuán)隊(duì)：通過旅行社或者旅游中介服務(wù)機(jī)構(gòu)采取綜合包價(jià)形式有組織的按預(yù)定行程計(jì)劃進(jìn)行旅游消費(fèi)活動的旅游者群體。

4、旅游團(tuán)隊(duì)服務(wù)集體：全陪地陪領(lǐng)隊(duì)

5、旅游團(tuán)隊(duì)集體的三同：共同對象、任務(wù)、目標(biāo)

6、旅游團(tuán)隊(duì)的服務(wù)程序：做好接送、嚴(yán)格按計(jì)劃、妥善處理關(guān)系、后續(xù)總結(jié)

7、服務(wù)的準(zhǔn)備：業(yè)務(wù)、知識、物質(zhì)、形象、心理

導(dǎo)游員帶團(tuán)技巧

1、導(dǎo)游員帶團(tuán)的特點(diǎn)：環(huán)境流動性、接觸短暫性、工作主動性、服務(wù)契約性

2、導(dǎo)游員帶團(tuán)理念：誠信待人、理解游客、相互融合、合作共贏

3風(fēng)格：服務(wù)型、輕松、文化

4、導(dǎo)游自我行為管理：遵循導(dǎo)游員行為規(guī)范、在游客面前樹立好第一印象、成為游客之友。

5、導(dǎo)游自我情緒調(diào)節(jié)：轉(zhuǎn)移注意力、自我安慰、排除刺激、良好心境

6、導(dǎo)游定位管理：角色、作用、形象、性格定位

7、處理人際關(guān)系的技能：與游客建立良好的關(guān)系（了解游客、提供心理服務(wù)、強(qiáng)化集體觀時(shí)間觀）、善于和同行工作（其它導(dǎo)游尊重支持有理有節(jié)、旅行社、司機(jī)、接待單位）

8、正確引導(dǎo)游客觀賞審美：針對性的傳遞審美信息、激發(fā)游客想象思維、掌握觀景審美方法

第四篇：導(dǎo)游業(yè)務(wù)知識題

導(dǎo)游業(yè)務(wù)知識題：

1．什么是簽證？旅游簽證屬于那種簽證？

2．特快、快速旅客列車的車次前冠英文字母是什么？ 3．中國海關(guān)對于中藥材、中成藥進(jìn)出境有何規(guī)定？ 4．目前，我國受理的外國信用卡有哪幾種？ 5．什么叫導(dǎo)游服務(wù)？

6．導(dǎo)游服務(wù)的經(jīng)濟(jì)屬性表現(xiàn)在那幾個(gè)方面？ 7．導(dǎo)游服務(wù)的基本原則是什么？

8．我國的導(dǎo)游人員是否有技術(shù)等級劃分？如何劃分？劃分的依據(jù)是什么？ 9．導(dǎo)游語言的“八要素”是什么？ 10．導(dǎo)游人員應(yīng)具備哪些素質(zhì) 11．地陪的歡迎詞包括哪些內(nèi)容？ 12．地陪的工作程序是什么？ 13．地陪的歡送詞包括哪幾方面？導(dǎo)游服務(wù)技能題：

1.在旅游團(tuán)抵達(dá)的前一天，地陪應(yīng)與有關(guān)人員一起檢查各項(xiàng)接待工作的落實(shí)情況，具體說包括哪些事宜？除此以外，地陪個(gè)人還應(yīng)做好哪些準(zhǔn)備工作？

2.地陪為什么要與領(lǐng)隊(duì)核對商定活動日程？核對商定日程時(shí)一般會出現(xiàn)哪三種情況？地陪應(yīng)如何對答？應(yīng)采取什么相應(yīng)措施？

3.在旅游團(tuán)出發(fā)參觀游覽之前，地陪提前10分鐘到達(dá)集合地點(diǎn)后需要做哪些工作？ 4.在至參觀游覽途中，地陪應(yīng)該做哪些工作？到達(dá)景點(diǎn)前后應(yīng)交代哪些注意事項(xiàng)？ 5.在帶領(lǐng)游客購物時(shí)，地陪的職責(zé)是什么？需要注意哪些問題？ 6.旅游團(tuán)在離開本地（站）之前，地陪應(yīng)做好哪些準(zhǔn)備工作？ 7.“送行服務(wù)”應(yīng)該包括哪些具體服務(wù)工作？

8.全陪在導(dǎo)游服務(wù)集體中的地位和作用是什么？在上團(tuán)前應(yīng)當(dāng)了解和掌握該團(tuán)的哪些具體情況？全陪做好聯(lián)絡(luò)協(xié)調(diào)工作的主要內(nèi)容是什么？

9.導(dǎo)游人員處理工作內(nèi)容與環(huán)節(jié)的技能常見的包括哪幾個(gè)方面？ 10.導(dǎo)游員用什么辦法消除游客的消極情緒？山西導(dǎo)游知識題：

1.山西有哪些省級風(fēng)景名勝區(qū)？ 2.山西有哪些珍稀自然景觀？ 3.山西有哪些國家級自然保護(hù)區(qū)？ 4.山西省目前有多少處森林公園？ 5.山西有哪些歷史名山？ 6.山西有哪些風(fēng)味食品？ 7.晉菜有何特點(diǎn)？

8.山西古城遺址有哪些？ 9.山西有哪些民俗旅游景點(diǎn)？ 10.什么叫“山右”？

第五篇：流動人口業(yè)務(wù)知識問答

流動人口業(yè)務(wù)知識問答

一、什么是全員流動人口？

答：是指流入流出一個(gè)月以上的全體人員，包括男女老少。但下列人員除外：1.因出差、就醫(yī)、旅游、探親、訪友、服軍役、就讀中等以上專業(yè)學(xué)校等事由異地居住、預(yù)期將返回戶籍所在地居住的人員；2.婚嫁人口不屬于流動人口。

二、什么是流動人口已婚育齡婦女? 答：流動人口已婚育齡婦女指流動人口中辦理過結(jié)婚登記手續(xù)，或雖未辦理結(jié)婚登記手續(xù)但生過小孩的18至49周歲婦女。

三、村流動人口主要工作任務(wù)是什么？

答:

1、信息采集。村（居）包干人員每個(gè)月月底對各自包干范圍進(jìn)行清查，把變更情況通過例會匯總給村計(jì)生專干，計(jì)生專干根據(jù)變更情況及時(shí)更新有關(guān)資料，并上報(bào)信息變更報(bào)告單。鎮(zhèn)計(jì)生辦根據(jù)信息報(bào)告單更新《廣東省全員人口信息系統(tǒng)》。

2、村級資料卡表冊要裝訂整齊，各項(xiàng)內(nèi)容須填寫完整，卡表冊數(shù)據(jù)一致。內(nèi)容要及時(shí)更新，做到人來登記，人走注銷。要與流入流出的已婚育齡婦女簽訂計(jì)劃生育合同書。

3、協(xié)助鄉(xiāng)鎮(zhèn)（街道）做好日常的流動人口已婚育齡夫妻落實(shí)四術(shù)、雙查、征收工作，免費(fèi)藥具發(fā)放和隨訪服務(wù)和免費(fèi)孕前優(yōu)生健康檢查工作。

四、流動人口手工報(bào)表比較常見的邏輯錯(cuò)誤有哪些？

答：比較常見的邏輯錯(cuò)誤有：

1、分類統(tǒng)計(jì)和分單位統(tǒng)計(jì)加起來不等于總數(shù)；

2、其中項(xiàng)橫加起來不等于總數(shù)；

3、已婚育齡婦女建檔

數(shù)大于已婚育齡婦女?dāng)?shù)。

4、報(bào)表數(shù)據(jù)與系統(tǒng)查詢數(shù)矛盾。

5、報(bào)表數(shù)村的卡冊不一致。

五、應(yīng)通報(bào)給戶籍地的是哪八種情況？

答：應(yīng)通報(bào)的八種情況：①有生育子女行為的；②落實(shí)計(jì)劃生育手術(shù)的；③應(yīng)落實(shí)長效避孕節(jié)育措施而未落實(shí)的；④懷孕的；⑤未持有有效流動人口計(jì)劃生育證件的；⑥在本地接受孕情檢查服務(wù)的；⑦婚育、節(jié)育情況有疑問的；⑧其他需要通報(bào)的情況。

六、流動人口管理考核指標(biāo)有哪些？

答：

1、流出成年育齡婦女辦證率應(yīng)達(dá)95%以上；

2、流入流出已婚育齡婦女綜合避孕率達(dá)到90%；流入已婚育齡婦女建檔率達(dá)到100%，流動人口計(jì)劃生育政策知曉率達(dá)到90%以上；流入人口雙查率達(dá)到85%以上；信息接收反饋率、及時(shí)率95%以上。

七、流動人口要核查的周邊資料有哪些？

答：流動人口管理往往較難掌握其流入流出、生育等信息。通過周邊資料可以獲取大量的流動人口信息。如派出所的辦理流動人口居住證信息，衛(wèi)生院出生、四術(shù)和防疫信息，工商所辦理營業(yè)執(zhí)照信息，房管所辦理房產(chǎn)證、租賃房租信息，教育新生入學(xué)信息，人社的務(wù)工登記信息，外出辦證申請表、信息系統(tǒng)通報(bào)協(xié)查信息等。

八、如何辦理流動人口婚育證明？

答：未婚成年育齡婦女在離開縣（市、區(qū)）戶籍所在地前往異地務(wù)工經(jīng)商，憑本人身份證到村（居）委申請，持村（居）委加蓋公章的申請表和本人身份證到戶籍所在地鎮(zhèn)（街）計(jì)生辦，辦理《流動人口婚育證明》。已婚育齡婦女，到省外的務(wù)工經(jīng)商的也要辦理《流動

人口婚育證明》，在辦理證件時(shí)應(yīng)當(dāng)出示身份證、結(jié)婚證、戶口簿、生育節(jié)育等證明材料。

九、如何辦理流動人口一孩生育登記？

答：流動已婚育齡夫婦擬在現(xiàn)居住地生育第一個(gè)子女的，在懷孕后至生育前，憑夫妻雙方的身份證、結(jié)婚證和女方的廣東省居住證可在現(xiàn)居住地鎮(zhèn)（街道）計(jì)生辦辦理。辦理程序：

1、受理。申請登記的已婚育齡夫妻需填寫《流動人口一孩生育登記申請表》一式兩份。受理機(jī)構(gòu)應(yīng)當(dāng)場告知申請人是否受理，不予受理的應(yīng)當(dāng)告知其理由。

2、審核。受理機(jī)構(gòu)應(yīng)及時(shí)通過廣東省人口信息系統(tǒng)、電話、傳真信函、電子郵件等方式核實(shí)申請人的婚育情況。申請人戶籍所在地鄉(xiāng)鎮(zhèn)（街道）計(jì)劃生育工作機(jī)構(gòu)應(yīng)當(dāng)自接到現(xiàn)居住地要求核實(shí)信息之日起10個(gè)工作日內(nèi)予以反饋。無法核實(shí)的可依據(jù)申請人的承諾以予辦理。

3、辦理。對基本材料齊全，經(jīng)核實(shí)婚育信息無誤的，自受理之日起15個(gè)工作日內(nèi)辦理流動人口一孩生育登記，并出具《流動人口一孩生育登記證明》。對不符合申請條件、所提交材料與事實(shí)不符或不符合生育政策的，不予辦理生育登記并書面通知申請人。

4、通報(bào)?，F(xiàn)居住地的鄉(xiāng)鎮(zhèn)（街道）計(jì)劃生育工作機(jī)構(gòu)應(yīng)當(dāng)自辦理流動人口一孩生育服務(wù)登記后，向申請人雙方戶籍所在地的鄉(xiāng)鎮(zhèn)（街道）計(jì)劃生育工作機(jī)構(gòu)通報(bào)辦理結(jié)果。

5、按月上傳承諾書。各鎮(zhèn)（街）計(jì)生辦將以承諾方式登記的一孩生育對象，于每月10號前登錄國家PADIS流動人口子系統(tǒng)，填寫姓名、身份證等信息，上傳包含申請表和承諾書的圖片文件（合并拍攝或掃描成一個(gè)圖片文件，系統(tǒng)限制了每對夫婦只能上傳一張圖片）。

十、辦理流動人口一孩生育登記需要保存哪些資料？

答：需要保存的資料是：

1、夫妻雙方的身份證復(fù)印件（正反兩面均要復(fù)?。⒔Y(jié)婚證內(nèi)頁復(fù)印件、女方的廣東省居住證復(fù)印件；

2、填好的《流動人口一孩生育登記申請表》一式兩份；

3、《申請辦理一孩生育登記承諾書》（以承諾方式登記的才謄寫保存）；

4、出具給申請人的《廣東省流動人口一孩生育登記證明》復(fù)印件或《流動人口一孩生育登記不予辦理通知書》復(fù)印件及《送達(dá)回執(zhí)》。

十一、鎮(zhèn)級流動人口資料有哪些？

答：

1、每月各村（居）上交流入、流出人口月信息報(bào)告單；

2、《本縣跨鎮(zhèn)流動已婚育齡婦女登記冊》；

3、鎮(zhèn)流動人口報(bào)表（半年報(bào)、年報(bào)、專項(xiàng)活動報(bào)表、各種臨時(shí)報(bào)表）和總結(jié)；

4、辦證登記冊（自制）、申請表；

5、現(xiàn)居住地出具的流動人口避孕節(jié)育情況報(bào)告單；

6、“消息管理”接收反饋流出育齡婦女當(dāng)年懷孕、生育、節(jié)育、查環(huán)查孕登記冊；

7、衛(wèi)生部門流入人口出生登記冊、四術(shù)冊；

8、核查人口出生信息情況記錄表；

9、查無此人信息核查記錄登記冊、核查單；

10、成立流動人口工作領(lǐng)導(dǎo)小組的文件；

11、流動人口工作制度；

12、鎮(zhèn)黨委、政府研究流動人口的相關(guān)文件和會議記錄；13專項(xiàng)活動工作會議記錄、聯(lián)席會議記錄、簽到冊、相片；14流動人口一孩生育登記服務(wù)資料

15、例會記錄中有流動人口內(nèi)容；

16、區(qū)域協(xié)作卷宗、協(xié)議書；

17、財(cái)政預(yù)算表有流動人口經(jīng)費(fèi)、專項(xiàng)活動經(jīng)費(fèi)申請、經(jīng)費(fèi)支付憑證；

18、流動人口納入層級動態(tài)管理責(zé)任制。

十二、村級流動人口資料有哪些？

答：

1、流入人口月信息報(bào)告單；

2、流出人口月信息報(bào)告單；

3、流入已婚育齡婦女花名冊；

4、《流入已婚育齡婦女當(dāng)年生育、節(jié)育、查環(huán)查孕登記冊》；

5、《流入成年未婚女性登記冊》；

6、《本縣跨鎮(zhèn)流動已婚育齡婦女登記冊》；

7、《流出已婚育齡婦女登記冊》；

8、《流出成年未婚女性登記冊》；

9、報(bào)表（半年報(bào)表，全年報(bào)表，專項(xiàng)活動報(bào)表）；

10、辦證申請表；

11、流入已婚育齡婦女計(jì)劃生育合同書；

12、流出已婚育齡婦女計(jì)劃生育合同書；

13、出租屋、商鋪流動人口計(jì)劃生育責(zé)任書；

14、用工單位流動人口計(jì)劃生育責(zé)任書；

15、查無此人信息核查單；

16、應(yīng)落實(shí)避孕節(jié)育措施而未落實(shí)人員名單；

17、應(yīng)查環(huán)查孕而未查環(huán)查孕人員名單；

18、例會有流動人口內(nèi)容，雙查、四術(shù)任務(wù)數(shù)列入包干情況登記表；

19、藥具發(fā)放冊有流動人口藥具發(fā)放情況。

十三、辦理《流動人口婚姻育證明》的對象有哪些人？

答：《條例》規(guī)定辦證對象是流出的成年育齡婦女（即18—49周歲的婦女）。

十四、流動人口除免費(fèi)獲得避孕藥具外，享有的其他免費(fèi)技術(shù)服務(wù)項(xiàng)目包括哪些？

答：一般包括：

1、查環(huán)查孕；

2、上、取環(huán)及技術(shù)常規(guī)所規(guī)定的各項(xiàng)醫(yī)學(xué)檢查；

3、人流、引產(chǎn)及技術(shù)常規(guī)所規(guī)定的各項(xiàng)醫(yī)學(xué)檢查；

4、男扎、女扎及其技術(shù)常規(guī)規(guī)定的各項(xiàng)醫(yī)學(xué)檢查；

5、計(jì)劃生育手術(shù)并發(fā)癥診治。

十五、流動人口在現(xiàn)居住地享受哪些計(jì)劃生育服務(wù)和獎(jiǎng)勵(lì)、優(yōu)待？

答：

1、免費(fèi)參加有關(guān)計(jì)劃生育法律知識和生殖健康知識普及活動；

2、依法免費(fèi)獲得避孕藥具，免費(fèi)享受國家規(guī)定的其它基本項(xiàng)目的計(jì)劃生育技術(shù)服務(wù)；

3、晚婚晚育或者在現(xiàn)居住地施行計(jì)劃生育手術(shù)的，按照流動人口現(xiàn)居住地省、自治區(qū)、直轄市或者較大的市的規(guī)定，在生產(chǎn)經(jīng)營方面獲得支持、優(yōu)惠，在社會救濟(jì)等方面享受優(yōu)先照顧。

十六、流動育齡夫妻在外出之前應(yīng)履行哪些義務(wù)？

答：流動育齡夫妻在外出前應(yīng)履行以下義務(wù)：

1、成年育齡婦女應(yīng)辦理《流動人口婚育證明》或《服務(wù)證》；

2、主動告知流向、流出時(shí)間、聯(lián)絡(luò)方式等信息；（3）了解人口和計(jì)劃生育政策法規(guī)和戶籍所在地流動人口計(jì)劃生育管理有關(guān)規(guī)定；（4）與戶籍地村（居）委會簽定計(jì)劃生育合同書。

十七、《條例》所指“用人單位”包括哪些？用人單位流動人口計(jì)劃生育工作主要包括哪些內(nèi)容？

答：“用人單位”是指國家機(jī)關(guān)、事業(yè)單位、企業(yè)、個(gè)體經(jīng)濟(jì)組織、民辦非企業(yè)單位、社會團(tuán)體等與勞動者建立勞動關(guān)系的組織。用工單位流動人口計(jì)劃生育工作，主要包括普及人口和計(jì)劃生育法律法規(guī)和生殖健康科普知識、依法落實(shí)計(jì)劃生育獎(jiǎng)勵(lì)優(yōu)待、采集和通報(bào)計(jì)劃生育信息，以及避孕藥具發(fā)放、提供相關(guān)服務(wù)等。

十八、辦理婚育證明等流動人口計(jì)劃生育證明材料能收取費(fèi)用嗎？

答：《條例》第十七條規(guī)定：“出具婚育證明或者其他計(jì)劃生

育證明材料，不得收取任何費(fèi)用?！?/p>

十九、流動人口計(jì)劃生育服務(wù)管理工作經(jīng)費(fèi)主要包括哪些？

答：主要包括：免費(fèi)技術(shù)服務(wù)、宣傳教育、信息統(tǒng)計(jì)、獎(jiǎng)勵(lì)優(yōu)待、考核評估、工作人員報(bào)酬及其他相關(guān)工作經(jīng)費(fèi)。

二十、全國流動人口計(jì)劃生育工作“一盤棋”的基本內(nèi)容是什么？答：全國流動人口計(jì)劃生育工作“一盤棋”格局是指按照有關(guān)法律法規(guī)和中央《決定》的要求，黨政領(lǐng)導(dǎo)統(tǒng)籌協(xié)調(diào)，各部門密切配合，互通信息，流入地和流出地互動互補(bǔ)、各司其責(zé)，以區(qū)域協(xié)作為載體，以信息技術(shù)為依托，形成合力，共同做好流動人口計(jì)劃生育工作。主要內(nèi)容是：

1、落實(shí)黨政領(lǐng)導(dǎo)責(zé)任，協(xié)調(diào)相關(guān)部門齊抓共管。

2、落實(shí)流入地責(zé)任，強(qiáng)化屬地化管理。

3、落實(shí)流出地責(zé)任，加強(qiáng)源頭管理。

4、強(qiáng)化雙向配合，建立層級協(xié)調(diào)機(jī)制。

5、推動多地合作，建立完善區(qū)域協(xié)作機(jī)制。

6、以信息技術(shù)為依托，構(gòu)建便捷高效的工作平臺。

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