本教材体例新颖，内容翔实，“宽”“专”结合。“宽”是指重视导游基础知识学习。“专”是指学习导游专业知识，强化导游人员专业技能和操作能力的训练。

《英语导游实务教程(第2版)》着重培养英语导游的实际工作能力，帮助在校学生考取英语导游资格证，指导导游解决带团工作中遇到的或右能遇到的各种问题，熟悉导游服务规范，培养他们分析问题、解决问题的能力。《英语导游实务教程(第2版)》体例新颖，内容翔实，具有以下几个特点：1.重视导游业务在导游带团时的基础性作用，详细阐述了导游规范的主要内容，并以问答形式进行编写，言简意赅，便于导游在工作中查阅，方便导游资格考试考生掌握导游规范的重点内容。
2.重视导游应变能力的培养，通过分析和解决导游在带团过程中经常遇到的问题，培养、提高导游带团的应变能力。全书共有65个导游应变能力测试题，帮助导游员针对不同情况准备各种应急预案，采取正确的措施。
3.强调写作在导游带团中的重要作用。旅游应用文是《英语导游实务教程(第2版)》中的一个重要组成部分，如旅游合同、旅游协议、导游线路设计等。
4.阐述了导游的基本讲解方法，学生、考生和导游员可以将导游讲解技巧运用于导游词讲解，通过学习各种导游讲解方法提高运用英语讲解景点的实际能力。
5.景点知识问答题导游带团和导游资格考试的重要内容之一。《英语导游实务教程(第2版)》对四川主要景点中的每一个景点提出3-5个景点知识问答题，包括景点中的历史文化、民俗风情、神化传说和科学原理等。
6.为了导游人员的实际工作需要，《英语导游实务教程(第2版)》附录了导游旅行表格、旅游专业术语、旅游常用缩略语等，使之成为导游带团的一部实用的工具书。

Contents


Unit 1 Tour Guide 导游员
Part I\t ABC for Tour Guides
Listening
1. 导游员工作的基本内容是什么？ What are the main obligations of a local guide?
2. 地陪、全陪、领队工作内容的主要区别是什么？
What are the main differences in their job description, as a local guide, a national guide
and a tour leader?
Readings
1. 地陪人员如何与领队合作？
How could a local guide cooperate with the tour leader?
2. 地陪带团过程中遇上个别无理取闹、故意刁难的全陪导游员该怎么办？
How should the local guide deal with a troublesome national guide?
Part II\t Welcome Speech
Part III Situational Dialogue
Part IV\t Practical Writing for Tourism
Unit 2 Travel Schedule 旅行计划
Part I\t ABC for Tour Guides
Listening
1. 当地方接待旅行社已经安排好团队在当地的活动计划时，地陪是否还有必要与领队商量日程？
When the local travel service has arranged the local travel schedule for the tour group, is
it necessary for the local guide to discuss it with the tour leader?
2. 地陪与领队的旅游计划有较大出入时地陪应该怎么办？
What should the local guide do when there appears to be a great difference between the local
guide’s travel schedule and that of the tour leader?
Readings
1. 旅游团队抵达后要求变更旅游计划和日程，地陪应采取什么态度？
How should the guide respond if the tour group requests to change the itinerary and travel
schedule upon arrival?
2. 导游员在制定旅游线路时应当注意什么?
What should a tour guide take into account when he/she makes up the itinerary?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 3 Preparations for Meeting Tour Group 接团准备
Part I\t ABC for Tour Guides
Listening
1. 导游人员带团前在形象上和心理上应该做好哪些准备？
How should the tour guide prepare himself in appearance and attitude before taking a group?
2. 导游员带团时必须携带的“两证一表”是什么？借用性质的导游和10人以上团队，还应带什么证件物
品？
What are the two certificates and one schedule that the guide must bring with him? If the
guide is temporarily transferred from another travel agency or take a group with over 10
members, what else should he bring with him?
Readings
1. 列举地陪接团准备工作的主要内容。
List the basic preparations made by a local guide before he/she takes a tour group.
2. 地陪如何熟悉接待计划？
What details of the schedule should a local guide get to know?
3. 导游员应该如何接站？
What preparations should the guide make for meeting the group at the airport or rail-way
station?
Part II\t Situational Dialogue
Part III\t Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 4 Accommodations 入住酒店
Part I\t ABC for Tour Guides
Listening
1. 地陪率团从机场赴饭店途中应该做哪些工作？
What should a guide do on the way from the airport to the hotel?
2. 团队入住饭店，地陪应做好哪些工作？
What should the tour guide do when the tour group arrives at the hotel?
Readings
1. 饭店将旅游团队已经预定的住房出售给了其他散客，导游员该怎么办？
What should the guide do when the hotel has sold the reserved rooms to other indi-vidual
tourists?
2. 某饭店为旅游团队提供的住房不符合合同标准，但饭店确实无房调换，导游员如何处理？
What should the guide do if the reserved rooms are below the contract standard and no better
rooms are available?
3. 客人进入房间后发现设施陈旧损坏，要求更换好的房间，导游怎么办？
What should the guide do if tourists request better rooms due to the inadequate facili-ties?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 5 Dietary Service 饮食服务
Part I\t ABC for Tour Guides
Listening
1. 当客人用餐时，地陪应该怎样服务？
What service should the guide provide to tourists during the mealtime?
2. 游客要求换餐，导游员能否同意？
Should the guide agree to tourists’ requests for changing food?
3. 游客由于宗教或生理上的原因，提出特殊的饮食要求，导游员如何处理？
What should the guide do when the tourist has special dietary requirements for reli-gious or
health reasons?
Readings
1. ?游客不愿随团用餐，导游员如何处理？
What should the guide do when the tourist is unwilling to have meals with other tourists?
2. 当游客购买品尝某一景点里的小贩出售的凉粉时，导游如何处理？
What should the guide do when tourists try to buy and eat Liangfen, a local snack sold by
peddlers at the scenic spot?
3. 离境前旅行社特意安排游客品尝火锅，但有两位客人坚持不吃火锅，导游员如何处理？
The travel agency has a hotpot party for the tourists before they leave the country, but two
tourists refuse to eat hotpot. In such a case, what is the guide supposed to do?
Part II\t Situational Dialogue
Part III\t Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 6 Special Requests 特殊要求
Part I\t ABC for Tour Guides
Listening
1. 游客要求探亲访友或会见中国同行，导游员如何处理？
What should the guide do when a tourist wants to visit his friends, relatives or Chi-nese
colleagues?
2. 办理游客亲友随团的程序有哪些？导游员一般不能同意哪些人随团？
If a tourist’s relative wishes to join the tour group, what are the procedures the guide
must accomplish? Who would be discouraged from joining the group?
Readings
1. 游客要求导游员帮助转递信件或物品给自己的亲友，导游员如何处理？
What should the tour guide do if a tourist asks him to deliver letters or articles to his
relative?
2. 在什么情况下，导游员不宜让游客自由活动？
Under what circumstances should the guide decline tourists’ requests for individual and
unscheduled sightseeing?
3. 导游如何拒绝游客不切实际的要求？
How can a guide decline an unrealistic request from the tourist?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 7 Techniques of Tour Guiding 带团技巧
Part I\t ABC for Tour Guides
Listening
1. 何为观赏节奏？怎样掌握观赏节奏？
What is a sightseeing tempo? How does the tour guide master the tempo?
2. 导游员引导客人观景赏美的常用方法有哪些？
What are some common guiding techniques that the guide may adopt while taking tourists to
appreciate natural beauty?\t
Readings
1. 途中导游包括哪些主要内容？应该注意什么禁忌？
What should be included in the guiding en route? What should the guide refrain from doing?
2. 地陪率团到达景区后，应首先交代哪些注意事项？ 导游员可否自己不讲解而请景点讲解员进行讲解？
能否请游客自行游览？
Upon arrival at the scenic area, what should the local guide tell the tourists? May the
local guide request the commentator to introduce the tourist site? May the guide rec-ommend
that the tourists go sightseeing themselves?
3. 游览返程中，地陪应该增加哪些讲解工作？
On the way back from the scenic area, what additional introductions can the local guide
make?
Part II\t Method of Introduction
Part III\t Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 8 Tourists’ Mind-Sets 游客心理
Part I\t ABC for Tour Guides
Listening
1. 在旅游活动的初期，游客会有什么样的心理变化？导游员应该提供哪些针对性服务？
What changes of mood might tourists experience at the first stage of travel? What kind of
specific service can the local guide provide?
2. 在旅游活动中后期，游客会有什么样的心理变化？导游员应该提供哪些服务？
How may the tourists’ mentality change in the later stages of traveling? What specif-ic
service can the tour guide provide?
Readings
1. 导游员应学会从哪些方面了解游客的心态以提供针对性服务？
What factors affect the tourists’ mind-set and how can the local guide understand these in
order to provide a specific service.
Part II\t Method of Introduction
Part III Tourist Site
Part IV\t Simulated Introduction
Unit 9 Recreation 娱乐活动
Part I\t ABC for Tour Guides
Listening
1. 游客不愿观看计划内的文娱节目，导游员如何处理？
What should the guide do if the tourist is unwilling to attend the planned entertain-ment
program in the travel schedule?
2. 团队原定晚上看京剧，但部分年轻游客想看国际足球比赛，导游员如何处理？
The tour group is scheduled to watch the Beijing Opera in the evening, but some tourists
would rather attend an international football game. What is the guide expect-ed to do?
Readings
1. 游客要求单独处出娱乐，导游员在什么情况下可以同意，什么情况下不能同意？
How should the tour guide respond to tourists’ requests to have the entertainments
themselves?
Part II\t Situational Dialogue
Part III\t Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 10 Shopping 带团购物
Part I\t ABC for Tour Guides
Listening
1. 地陪率团购物，应该注意哪些问题？
What should the local guide pay attention to when he takes the tour group to go shop-ping?
2. 游客购买中药时，导游员应告诉游客哪些注意事项？
What should the guide advise tourists when they buy traditional Chinese medicine?
Readings
1. 一位日本游客希望购买中国的古字画，导游员应告诉他哪些注意事项？
A Japanese tourist intends to purchase ancient Chinese calligraphy, and what should the
guide advise him?
2. 谈谈你对导游人员从购物、文娱表演中拿回扣问题的看法。你认为如何才能真正做到令行禁止？
What do you think of the rake-off (kickback) that the guide takes from shopping or
entertainment items? How can it be avoided?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 11 Incidents while Escorting Tour Group (I) 带团事故（1）
Part I\t ABC for Tour Guides
Listening
1. 什么叫漏接事故？造成“漏接事故”的原因是什么？
What is an “incident of the guide missing upon the tourists’ arrival”? What might be
some of the causes?
2. 导游员应如何预防“漏接事故”？发生“漏接事故”后如何处理？
How can the guide avoid the “incident of the guide missing upon the tourists’ arrival”?
How could he handle the case?
Readings
1. 什么叫“错接事故”？产生“错接事故”的原因是什么？
What is an “incident of taking tourists by mistake?” What might be some of the causes?
2. 导游怎样防止出现“错接事故”？如果“错接事故”发生以后应当如何处理？
How could a guide prevent the occurrence of an “incident of taking tourists by mis-take?”
What is he supposed to do if the incident happens?
Part II\t Situational Dialogue
Part III Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 12 Incidents while Escorting Tour Group (II) 带团事故（2）
Part I\t ABC for Tour Guides
Listening
1. 什么叫“空接事故”？如何处理？
What is an “incident of missing tourists at the airport or station due to the late arrival?
” How should a guide handle it?
2. 什么叫“误机事故”？其后果如何？
What is “an incident of missing the airplane?” What might be the consequences?
Readings
1. 发生“误机事故”后导游员应如何处理？
How should the guide handle “an incident of missing the airplane”?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 13 Documents and Luggage Lost 遗失证件、行李
Part I\t ABC for Tour Guides
Listening
1. 游客遗失证件物品，导游员如何处理？
If a tourist loses his identity certificate or passport, how should the guide handle the
case?
2. 外国游客在华丢失护照和签证，应如何申请补办？
How does a foreign tourist apply for a new passport and visa if he loses them in China?
Readings
1. 港澳居民和台湾同胞丢失旅行证明，应该如何处理？
What should a citizen of Hong Kong, Macao or a compatriot of Taiwan do if he loses his
travel certificate?
2. 游客到达机场后发现行李丢失，导游员如何处理？
What should the guide do when a tourist finds his luggage missing upon arrival at the
airport?
Part II\t Situational Dialogue
Part III\t Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 14 Tourists Missing 游客走失
Part I\t ABC for Tour Guides
Listening
1. 导游就注意采取哪些措施以预防游客走失？
What measures should the guide take to prevent tourists from getting lost?
Readings
1. 游客在游览活动中发生走失，导游员如何处理？
If a tourist is found missing during the sightseeing, what should the guide do?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 15 Illness and Care 生病与护理
Part I\t ABC for Tour Guides
Listening
1. 导游员应如何给晕车游客以必要的帮助？
How could the guide help a tourist who suffers from carsickness?
2. 食物中毒的型特征是什么？如何预防和处理？
What is typical of alimentary toxicosis? How can it be avoided and treated?
Readings
1. 中暑有什么典型特征？如果游客中暑如何处理？
What is typical of sunstroke? How should the guide treat the tourist in case of the
sunstroke?
2. 游客突发心绞痛，旁边一位老年游客向导游表示，愿意捐出随身携带的治疗心绞痛的药物，导游员该
怎么办？
When a tourist suffers from an angina pectoris and an elderly tourist nearby tells the guide
he has brought with him medicine to alleviate the symptoms, what should the guide do under
such a circumstance?
Part II\t Situational Dialogue
Part III Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 16 First Aid 急救
Part I\t ABC for Tour Guides
Listening
1. 旅游途中游客突发重病，导游员该如何处理？
If a tourist suddenly becomes seriously ill on journey, what should the tour guide do?
2. 游客受伤出血，发生骨折，导游员应做哪些初步处理？
What preliminary treatment can the guide provide for the wounded tourist? What should he do
if the tourist has suffered a fractured limb?
Readings
1. 游客被蜂、蝎蜇伤后应如何处理？
How should the guide treat a tourist who has been stung by a bee or a scorpion?
2. 游客被毒蛇咬伤，导游员应如何抢救？
How can the guide treat the tourist who has been bitten by a poisonous snake?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Simulated Introduction
Unit 17 Traffic Accidents 交通事故
Part I\t ABC for Tour Guides
Listening
1. 旅游交通事故会造成什么后果？如何预防？
What are the possible consequences of a traffic accident on journey? What precau-tions can
be done to minimize its occurrence?
2. 发生恶性交通事故后导游员应如何处理？
How should a guide handle a fatal traffic accident?
Readings
1. 导游率团前往某景点途中，突然得知该景点因交通事故而封闭，导游该怎么办？
On the way to a certain tourist site, the guide is informed that the site is closed due to a
traffic accident. What is the guide expected to do in such a case?
Part II\t Situational Dialogue
Part III Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 18 Breach of Security and Fire Disaster 治安事故与火灾
Part I\t ABC for Tour Guides
Listening
1. 什么叫旅游治安事故？如何处理？
What is a breach of security during the trip? How should the guide handle the incident?
2. 发生火灾事故后导游员应如何率领游客逃生？
In case of a fire accident, what steps should the guide take to safely evacuate the site?
Readings
1. 旅游途中因不可预见的原因致使旅游团队不能继续旅行，导游员该如何处理？
What should the guide do when the travel is interrupted for unforeseen reasons?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV Simulated Introduction
Unit 19 Religion and Regulations 宗教与法规
Part I\t ABC for Tour Guides
Listening
1. 如果有外国游客攻击我国现行方针政策，诬蔑我国领导人时，导游员如何处理？
If some foreign tourists speak ill of the present policies and leaders of China, what should
the guide do?
2. 导游发现某些游客嫖娼并走私文物，应该如何处理？
When the guide finds that some of the tourists seek for prostitutes or smuggle an-tiques,
what is he supposed to do?
Readings
1. 一位虔诚信奉天主教的游客向当地群众散发《圣经》和其他宗教纪念品。请问：导游员是否应该出面
制止？为什么？
When a pious Catholic tourist hands out copies of the Bible and other religious sou-venirs
to the local people, should the guide stop him from doing so? Why?
Part II\t Situational Dialogue
Part III\t Ethnic Culture
Part IV\t Practical Writing for Tourism
Unit 20 Quitting Tour and Extending Travel Time 退团与延期
Part I\t ABC for Tour Guides
Listening
1. 引起游客中途退团的常见原因有哪些？如何处理？
What might be some of the reasons for quitting the tour midway? How should a guide handle
this?
2. 外国游客因家中急事要求中途退团，有关费用怎么处理？
If a foreign tourist must quit the tour midway due to an urgent business at home, what
should a guide do?
Readings
1. 游客要求延长旅游期，导游员能否同意？
What should the guide do when a tourist requests to extend his travel time?
Part II\t Method of Introduction
Part III\t Tourist Site
Part IV\t Ethnic Culture
Part V\t Simulated Introduction
Unit 21 Complaints 投诉
Part I\t ABC for Tour Guides
Listening
1. 导游人员应怎样避免旅游投诉的发生？ How can the guide avoid the complaints?
2. 导游员应如何处理游客的投诉？
How should the guide handle the tourist’ complaints?
Readings
1. 导游如何向游客道歉？
How does the tour guide make an apology to the tourist?
Part II\t Situational Dialogue
Part III\t Ethnic Culture
Part IV\t Writing for Tourism
Unit 22 Sending Tourists Off 送客离站
Part I\t ABC for Tour Guides
Listening
1. 在送行前，导游员应提前落实哪些事宜？
What preparations should the guide make before the departure of the group?
2. OK票和OPEN票有何区别？持OK票的游客如果停留超过72小时，应该办理什么手续？
What is the difference between an OK ticket and an OPEN ticket? If a tourist who has an OK
ticket does not depart within 72 hours, what procedures does he need to follow?
Readings
1. 地陪带团到达机场或车站的时间应该是多少？
When should the local guide take the tour group to arrive at the airport or railway sta-tion
for departure?
2. 客人离境后，地陪还有哪些后续工作应该处理？
What should a guide do after the group has departed?
Part II\t Farewell Speech
Part III\t Method of Introduction
Part IV\t Tourist Site
Part V\t Simulated Introduction
Part VI\t Practical Writing for Tourism and Travel
Reference Keys 参考答案
Bibliography 参考书目