旅游突發(fā)事件與預(yù)防

1、L/O/G/O第三節(jié)第三節(jié)旅游突發(fā)事件處理與預(yù)防旅游突發(fā)事件處理與預(yù)防第五章旅游故障及其處理教學(xué)目的教學(xué)目的 掌握常見(jiàn)的旅游突發(fā)事件 掌握處理和預(yù)防突發(fā)事件的方法一、旅游者患病、死亡問(wèn)題處理與預(yù)防一、旅游者患病、死亡問(wèn)題處理與預(yù)防 （一）患病的預(yù)防和處1患病的預(yù)防1）熟悉計(jì)劃，研究團(tuán)隊(duì)情況來(lái)安排游覽行程2）安排路線，勞逸結(jié)合，有張有弛-項(xiàng)目安排不過(guò)于緊湊，體力大的項(xiàng)目不集中安排，晚間活動(dòng)不過(guò)長(zhǎng)。3）提醒注意飲食和飲水衛(wèi)生4）做好i天氣預(yù)報(bào)和行程預(yù)報(bào)。2患一般疾病的處理1）勸其就醫(yī)多休息2）關(guān)心病情-飯店聯(lián)系用餐或者安排送餐3）如果就醫(yī)說(shuō)明相關(guān)費(fèi)用需要患者自理4）嚴(yán)謹(jǐn)擅自導(dǎo)游員給患者用藥3患重病

2、處理1）旅途中：就地?fù)尵?求助交通工具上醫(yī)生，通知下一站急救中心和旅行社準(zhǔn)備搶救2）前往景點(diǎn)途中：就近送醫(yī)院（120）-同時(shí)通知旅行社請(qǐng)求指示和派人協(xié)助。3）下榻飯店:A酒店醫(yī)生搶救-就近醫(yī)院原則上全陪、領(lǐng)隊(duì)、患者親友護(hù)送患者到醫(yī)院搶救 B如是國(guó)際急救組織投保者-提醒領(lǐng)隊(duì)即使與該組織代理機(jī)構(gòu)組織 C搶救中導(dǎo)游要求領(lǐng)隊(duì)或患者親友在場(chǎng)，詳細(xì)記錄患者患病前后癥狀和治療情況-及時(shí)向地接社和組團(tuán)社匯報(bào) D或者提醒領(lǐng)隊(duì)及時(shí)通知親友不在身邊的那些患者的親屬-如是外籍人士要通知所在國(guó)使館或者領(lǐng)館-親屬如感到導(dǎo)游要協(xié)助解決生活之事-如沒(méi)有親屬一切按照領(lǐng)館書面書面指示辦理。 E地陪繼續(xù)組織團(tuán)隊(duì)按照原來(lái)行程游覽觀光

3、全陪視情況決定是否留在醫(yī)院 F患者好轉(zhuǎn)，仍然住院，旅行社領(lǐng)隊(duì)與導(dǎo)游要經(jīng)常探望，若不能隨團(tuán)出境，地陪幫助辦理簽證分離和簽證延長(zhǎng)手續(xù)以及出院訂購(gòu)機(jī)票事宜。 G費(fèi)用-由患者和患者親屬自理，住院時(shí)候未實(shí)現(xiàn)的旅游服務(wù)由其回到居住地與報(bào)名參游旅行社交涉，旅行社按照合同履約4.對(duì)旅游者突發(fā)狀況急救處理1）暈車（船、機(jī)）提醒-不要過(guò)飽、半小時(shí)前服藥安排-盡量前排比較穩(wěn)定位置指導(dǎo)-旅游者盡量靠近椅靠，減輕頭部晃動(dòng)，或者使用風(fēng)油精長(zhǎng)途旅行中導(dǎo)游可以請(qǐng)乘務(wù)員協(xié)助2）中暑勞逸結(jié)合-避免長(zhǎng)期在驕陽(yáng)下活動(dòng)置患者于陰涼通風(fēng)處，平躺，解開(kāi)衣領(lǐng)，放松褲帶，冷水或酒精擦身，讓其喝含鹽飲料，服用必要的防暑藥物，緩解后讓靜臥休息。-

4、嚴(yán)重的立刻就醫(yī)3）骨折就醫(yī)A止血B包扎C上夾板4）心臟病猝發(fā)平躺，頭略高-由患者親屬或者領(lǐng)隊(duì)或其他旅游者從口袋中找備用藥物找醫(yī)生：地陪就地找醫(yī)生前來(lái)治療，病情穩(wěn)定送醫(yī)院切忌抬或背著去醫(yī)院5）蟲(chóng)蛇咬傷蝎和蜂蜇傷處理-拔出毒刺-吸出毒汁-肥皂水或蘇打水或3%氨水洗敷傷口蛇-傷處5-10厘米處帶子捆住，不要阻礙血液循環(huán)。清晰傷處用刀片切半公分切口切口與肌體縱向平行，吸毒，送醫(yī)。 （二）因病死亡處理 重大故障-立刻報(bào)告旅行社 按照旅行社指示配合公安和民政做好善后工作 外國(guó)者-駐華使館領(lǐng)館請(qǐng)求聯(lián)系親屬， 穩(wěn)定其他游客情緒，繼續(xù)做好接待工作二、旅游安全事故處理與預(yù)防二、旅游安全事故處理與預(yù)防 旅游安全事故

5、-交通事故、治安事故、火災(zāi)、食物中毒。 （一）交通事故 1立刻搶救-110、120，搶救并送就近醫(yī)院 2保護(hù)現(xiàn)場(chǎng)立刻保安 3迅速向旅行社報(bào)告 4做好安撫工作 5寫出書面報(bào)告-詳細(xì)準(zhǔn)確清楚-和領(lǐng)隊(duì)聯(lián)名報(bào)告 6提醒司機(jī)，阻止司機(jī) （二）治安事故 壞人行兇、詐騙、偷竊、搶劫 導(dǎo)游員在保證自身安全情況下，盡力保護(hù)旅游者，絕對(duì)不能置身事外，不能臨陣脫逃 1保護(hù)旅游者人身財(cái)產(chǎn)安全 2立刻報(bào)警 3及時(shí)向社里報(bào)告 4安定情緒 5寫出書面報(bào)告 6協(xié)助領(lǐng)導(dǎo)做好善后工作 如何有效防止治安事故發(fā)生 1提醒游客注意自身安全意識(shí) 2建議旅游者將貴重物品放在飯店保險(xiǎn)柜 3提醒客人不要將貴重物品留車內(nèi)，提醒客人司機(jī)鎖好車門窗

6、 4旅游活動(dòng)中觀察周圍發(fā)現(xiàn)可疑情況及時(shí)提醒 5旅行車行程中不讓無(wú)關(guān)人員上車，不讓司機(jī)隨便停車帶人 （三）火災(zāi)事故 提醒不攜帶易燃易爆品，不隨地扔煙頭和火種。行李不夾帶危險(xiǎn)品運(yùn)輸 導(dǎo)游員應(yīng)該1熟悉所住酒店逃生口安全轉(zhuǎn)移路線、向客人要介紹設(shè)施 2牢記火警電話（119）掌握領(lǐng)隊(duì)和旅游者所住房間號(hào)碼 發(fā)生火災(zāi)時(shí)候，導(dǎo)游應(yīng)該 1報(bào)警 2通知領(lǐng)隊(duì)和全團(tuán)旅游者 3配合酒店聽(tīng)從指揮迅速通過(guò)安全扣疏散旅游者 4引導(dǎo)大家自救1）不跳樓不搭電梯2）就地打滾滅掉身上火苗3）浸濕的被子裹身體穿過(guò)濃煙，貼近地面順墻爬行4）大火封門用浸濕的被子堵塞門等待救援5）搖動(dòng)色彩鮮艷義衣物呼喚救援人員 5協(xié)助處理善后事宜 （四）食物

7、中毒 A發(fā)生中毒事故后1.催吐-喝水排泄緩解毒性2.送醫(yī)，出具證明3報(bào)告旅行社追究供餐餐廳責(zé)任 B預(yù)防1指定餐廳就餐2提醒客人不去小攤上購(gòu)買飲料和食物3注意用餐時(shí)候飯菜質(zhì)量，如果不衛(wèi)生要求更換，要求餐廳負(fù)責(zé)人出面道歉，必要時(shí)候匯報(bào)旅行社4海鮮和水產(chǎn)提醒有所節(jié)制，事先介紹食用方法三、旅游交通故障處理與預(yù)防三、旅游交通故障處理與預(yù)防 航班延誤、列車晚點(diǎn)、堵車、車輛拋錨、交通事故交通故障 （一）航空、鐵路等交通運(yùn)輸部門造成的交通故障1屬于突發(fā)性故障2飛機(jī)-A了解具體情況告訴領(lǐng)隊(duì)和旅游者，報(bào)告旅行社B講清集合地點(diǎn)旅游者自由活動(dòng)，提醒記住航班3列車-A根據(jù)具體情況重新安排活動(dòng)或在車站等候，涉及用餐又地接

8、社就近安排就餐。B原則上不安排景點(diǎn)，如果有門票游覽，事先說(shuō)明。 （二）道路交通擁堵造成交通故障1城市間移動(dòng)-高速-全陪向下站地陪通報(bào)和聯(lián)系，同時(shí)向旅行者說(shuō)明，安排車內(nèi)娛樂(lè)活動(dòng)緩解情緒，堵塞解除后及時(shí)通知下一站2前往景點(diǎn)-高速-地陪及時(shí)報(bào)告地接社，餐廳和目的地景點(diǎn)-組織娛樂(lè)活動(dòng)活躍氣氛3送團(tuán)去機(jī)場(chǎng)-高速-根據(jù)實(shí)際情況迅速?zèng)Q定-與航空和地接社聯(lián)系協(xié)商應(yīng)急方案，-提醒司機(jī)安全4市內(nèi)觀光-城區(qū)道路-司機(jī)改道-向旅游者說(shuō)明情況以免誤解，如果無(wú)法改道只能向旅游者說(shuō)明情況，取得諒解 （三）車輛故障造成交通故障 1旅游過(guò)程中發(fā)生故障，地接社聯(lián)系盡快換車，同時(shí)說(shuō)明情況，誠(chéng)懇道歉必要時(shí)候物質(zhì)補(bǔ)償 2A市內(nèi)郊區(qū)或景

9、區(qū)，在安全情況下安排游客下車在近處安全地帶活動(dòng).B高速上，不可下車，時(shí)間長(zhǎng)情況下組織娛樂(lè)活動(dòng) 3一旦有機(jī)械故障，都需要換車，消除安全隱患。 1安排觀光線路必須考慮當(dāng)?shù)亟煌ㄇ闆r，參考司機(jī)意見(jiàn)，規(guī)避高峰，減少行車時(shí)間，盡量使得游客把時(shí)間用在觀光游覽上 2上團(tuán)前，提醒司機(jī)檢查車輛杜絕有問(wèn)題車上路，提醒司機(jī)經(jīng)常檢查，不要把問(wèn)題暴露在游客 3第一排盡量不要坐客人，安排導(dǎo)游席，耐心解釋不理解的四、自然災(zāi)害的處理與預(yù)防四、自然災(zāi)害的處理與預(yù)防 1以人為本的理念 2根據(jù)不同地形和災(zāi)害特點(diǎn)，采取適當(dāng)?shù)膽?yīng)對(duì)措施，盡量減少損失。泥石流洪水-高處、海邊湖邊水災(zāi)-遠(yuǎn)離海湖撤離、雷災(zāi)-撤離空曠和水邊，不要使用手機(jī)、臺(tái)風(fēng)-

10、避開(kāi)高層建筑廣告牌和高大樹(shù)木 3搜尋召集游客，導(dǎo)游和游客始終在一起 4傷者時(shí)候，110，120和地接社求救 5對(duì)災(zāi)情寫出證明，善后事宜ContentsClick to add title in here Click to add title in here Click to add title in here 4Click to add title in here 123ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to add title in

11、here Hot Tip How do I incorporate my logo to a slide that will apply to all the other slides? On the View menu, point to Master, and then click Slide Master or Notes Master. Change images to the one you like, then it will apply to all the other slides. Image information in product Image : Note to cu

12、stomers : This image has been licensed to be used within this PowerPoint template only. You may not extract the image for any other use. Click to edit title styleText in hereText in here Contents ContentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Theme

13、Gallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the business Description of the business Description of the businessThemeGallery is a Design Digital Content & Contents mall developed by

14、Guild Design Inc.Description of the contentsDescription of the 五、教學(xué)法分析五、教學(xué)法分析課課前前課后：拓展提升，布置新任務(wù)課后：拓展提升，布置新任務(wù)學(xué)案導(dǎo)學(xué)法學(xué)案導(dǎo)學(xué)法實(shí)地調(diào)查法實(shí)地調(diào)查法任務(wù)驅(qū)動(dòng)法任務(wù)驅(qū)動(dòng)法直觀演示法直觀演示法小組合作學(xué)習(xí)法小組合作學(xué)習(xí)法 角色扮演法角色扮演法課課中中Your TextYour TextYour TextYour TextClick to edit title styleYour TextYour TextYour TextYour Text2005200620072008ThemeGaller

15、y is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title style Description of the contentsText in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents

16、 mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Text in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title styleContents01Contents02Contents03Conten

17、ts04Contents05Contents060% 20% 40% 60% 80% 100% 18.5%17.5%8.7%23.6%63.6%84.3%ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title styleText in hereText in hereText in hereThemeGallery is a Design Digital Content & Contents mall developed by

18、Guild Design Inc.Click to add TClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in here2.Description of the companys sub contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.1.Descr

19、iption of the companys sub Click to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Title in hereTitle in hereTitle in hereTitle in hereABCDClick to edit title style了解上菜、擺菜的要領(lǐng)和要了解上菜、擺菜的要領(lǐng)和要求。求。通過(guò)問(wèn)題討論和操作通過(guò)問(wèn)題討論和操作實(shí)踐掌握了解上菜、實(shí)踐掌握了解上菜、擺菜的要領(lǐng)和要求。擺菜的

20、要領(lǐng)和要求。培養(yǎng)嚴(yán)謹(jǐn)又靈活的工培養(yǎng)嚴(yán)謹(jǐn)又靈活的工作作風(fēng)，樹(shù)立規(guī)范又作作風(fēng)，樹(shù)立規(guī)范又熱情的服務(wù)意識(shí)。熱情的服務(wù)意識(shí)。 知識(shí)與能知識(shí)與能力力 情感態(tài)度情感態(tài)度與價(jià)值觀與價(jià)值觀 過(guò)程與過(guò)程與方法方法Click to edit title styleText in hereText in hereText in hereText in hereText in hereText in hereText in hereText in hereContentsContentsContentsContentsContentsThemeGallery is a Design Digital Content &

21、amp; Contents mall developed by Guild Design IClick to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc. Description of the contents Description of the contents Description of the contents Description of the contents Description of the conten

22、ts Description of the contents Content Title Content Title Content TClick to edit title styleDescribe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Describe a vision of company or strategic contents.Des

23、cription of the Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.Please write down of a slogan for a vision of a company in shortly.CompanyLOGOClick

24、 to edit title Click to edit title styleTitle in hereThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Description of the contentsDescription of the contentsDescription of the contentsDescription of the contentsTitle in hereTitle in hereTitle in Service 01Ser

25、vice 02Service 03LOGO ThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.Click to edit title Click to edit title styleTitle in hereAdd TitleAdd TitleAdd TitleAdd Title Description of the contents Description of the contents Description of the contents Descript

26、ion of the contentsText in hereText in hereText in hereText in here Description of the contents Description of the contents Description of the contents Description of the Click to edit title styleThemeGallery is a Design Digital Content & Contents mall developed by Guild Design Inc.TitleText in

27、hereText in hereText in hereText in Click to edit title style課課中中 課課后后 Description of the contents Description of the contents Description of the contents課課前前 1、學(xué)案導(dǎo)學(xué)法、學(xué)案導(dǎo)學(xué)法 2、任務(wù)驅(qū)動(dòng)法、任務(wù)驅(qū)動(dòng)法 3、實(shí)地調(diào)查法、實(shí)地調(diào)查法 1、教師指導(dǎo)法、教師指導(dǎo)法 2、小組合作自主學(xué)習(xí)法、小組合作自主學(xué)習(xí)法 3、角色扮演法、角色扮演法 Description of the contents Description of the co

28、mpanys products Description of the companys business Description of the companys technology Description of the companys products Description of the companys business Description of the companys technology Description of the companys products Description of the companys business Description of the co

29、mpanys technology Description of the companys products Description of the companys business Description of the companys technologyDescription of the contentsDescription of the contentsDescription of the contentsDescription of the contentsClick to edit title Click to edit title styleAdd Your TextAdd

30、Your TextAdd Your TextAdd Your TextAdd Your TextTextTextTextTextTextThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title styleText in hereTitle in hereText in hereText in here2005200620072008 Description of the contents Description of the conten

31、ts Description of the contents Description of the contents Description of the contents Description of the contents Description of the contents Description of the contentsThemeGallery is a Design Digital Content & Contents mall developed by Guild Design IClick to edit title style2005200620072007 statistics title2007 statistics title(unit : %)(unit : %)* 2007 Statistics agency statistics* 2007 Statistics agency statistics50%20052006200790%15%96%35%70% Contents of the product, and please fill it out.ThemeGallery i