導(dǎo)游服務(wù)禮儀電子教案

淄博職業(yè)學(xué)院《導(dǎo)游服務(wù)英語(yǔ)》課教學(xué)方案

教師：王迎新序號(hào)：6

授課時(shí)間

授課班級(jí)P12旅游班上課地點(diǎn)南區(qū)C81I

教學(xué)單元

ModuleSixShopping課時(shí)2

名稱

專業(yè)能力Learraboutthewelcomespeech

教學(xué)目標(biāo)

方法能力Collectinfonnationanddiscuss

社會(huì)能力Ownaabilityofdealingwithproblems

目標(biāo)群體Tourismmanageir.ent

教學(xué)環(huán)境Recordingmaterialandpictures

教學(xué)方法Caseteaching\discussandsituationandlistening

時(shí)間

教學(xué)過(guò)程設(shè)計(jì)

安排

Lead-in（5分鐘）

Wherevertheyvisit,touristsarelikelytobuysouvenirsorspecialtiesinalocalscoreinorderto

giveagifttorelativesandfriendsortoremembertheirtravelexperiences.Theyusuallytendtoseek

thetourguide'sadviceastowhatsouvenirsorspecialtiestobuyandwheretobuythemata

reasonableprice.Theguide'srecommendationwillplaya:iimportantroleinhelpingthembuythings

inaparticularshoppingarcade.

BasicProcedure（5分鐘）

1.Learnaboutwhatthetouristsneed.

2.Tellashopassistantwhatyou'dliketobuy.

3.Chooseitems.

4.Askaboutprices

5.Bargain.

6.Buypresents

7.Paythebill

Part1.Speaking

Talkaboutshopping

?Situationaldialogue1Onthewaytogoshopping

Scene:AsmallgroupofAustralianinvestorsareinXianJbrathree-daybusinesstrip.LiPing,atour

guide,istalkingaboutshoppingwithtourists.

(L:LiPing,thetourguideT:Tourists)

L:Goodmorning,ladiesandgentlemen.Afterawhilewe'llgoshopping.Thereyou'llseeall

kindsofgoodsthatyouwanttobuy.

Tl:Excuseme.I'dliketobuyapuresilkshirtformywife,aporcelainvaseformyuncle,and

probablysomesouvenirsformyfriendsathome.

L:Ok.You'llfindthemintheshoppingcenter.

T2:CanIgetafewtraditionalChinesepaintingsatthesamestore?

L:Yes,youdcfinilclycan.Thesloiedealsinavaiiclyofqualityuficasunablcpiices,fiom

clothestoornamentsandfromporcelaintojade.Ofcourse,traditionalChinesepaintingsarealso

availablethere.Asamatteroffact,everything(hereistypicallyChinese,andmakesanexcellent

present.Besides,thestoreprovidesanarrayofreliableafter-saleservice.

T2:Oh,good.Thatsoundsfine.Thankyouverymuch.

L:Hereweare.Igiveyou2hourstogoshopping.Ihopeyou'llcollectyourfavoritegoods.

?Situationaldialogue2AtSilkFabricCounter

Scene:LiPinghelpsMrs.Brownchoosearealsilkshirtalthesilkfabriccounter.

(L:LiPing,thetourguideS:SalesladyB:Mrs.Brown)

S:Goodafternoon,madam.Areyoubeingserved?

B:Go(xlafternocn.I'mlookingforasilkshirtformyhusband.Wouldyoushowiresome,

please?

S:Certainly.Wehiiveawideselectionofsilkshirtshere.Butwhatsize,please?

B:Large.

S:Howdoyoulikethese?

B:Oh,hownice!Theyalllookbeautiful.ButIheproblemisthatI'mnotgoodatchoosing.

(Turningtotheguide)MissLi,Iwaswonderingifyoucouldhelpme.

L:Yes.withpleasure.(Runningherfingersovertheshirtsandthenlookingatthebrard)They

arcmadeofrealsilk,withasuperbtextureandsheen.TheycomefromShaoxing,oneofthebiggest

andmostfamousproducersinChina.Iwouldrecommendthepurpleone.Itisthefashionablecolor

thisyear.I'mpositivethatyourhusbandwouldbegratefultoyoufbrsuchanexcellentgift.

B:Thankyou.Bytheway,isthecolorfast?

L:Yes,itisandiswashableaswell.ButIwouldsuggestthatyouwashitinlukewarmwater.

Pleasedon'lrub.Justusesoapywaterandrinsewell.

B:Well,IthinkIwouldliketobuyit.(Turningbacktothesaleslady)Howmuchwouldthat

cometo,please?

S:Ilcosts385yuan,madam.

B:Thatismorethaniexpectedtopay.Excuseme,doyouhavealessexpensiveoneofthesame

quality?

S:I'msorry.Wearesoldout.madam.

L:Isay,Mrs.Brown.Itisworthwhileforitsquality,thoughabitmoreexpensive.Besides,at

leastitwillremindyouofyourtravelexperienceinChina,andmoreimportantly,makeagoodgiftfor

yourhusband.Anyway,youhavetherightlodecideyourself.

B:Isee.Inthatcase,Imightaswelltakeit.Hereisthemoney.Miss.

S:Hereisyourcharge,madam.

B:Thankyouverymuch.

S:Mypleasure.

B:Miss.Li.willyoupleasegoupstairswithmeforsomethingelse?

L:Allright,let'sgo.

fTraining:Makeadialogueaccordingtothefollowingsituation

Tusk:Mi.SmithwuntslobuyacarpetaridWcirif>thelocal^uiclefromtheCYTS,isthe

touristchoosethecarpet.

Part2.TheRemarksofTourGuide

TheRemarksofTourGuideinShopping

Notes:

從游客的購(gòu)物要求出發(fā)，因勢(shì)利導(dǎo)。導(dǎo)游人員在提供導(dǎo)游服務(wù)過(guò)程中，不要過(guò)多安排購(gòu)物

時(shí)間，切忌強(qiáng)加于人，更忌拉旅游者到自己的“關(guān)系戶”購(gòu)物圖謀私利，以免引起旅游者的反

感。導(dǎo)游員要合理安排游客的購(gòu)物時(shí)間，講清楚哪些是值得買的，哪些不值得買，要把講解放

在第一位，導(dǎo)游員就是靠講解和服務(wù)博得客人的歡心的，如果你的功利性太強(qiáng)，除了購(gòu)物之外

什么都不講，容易使客人反感。一個(gè)好導(dǎo)游應(yīng)該把購(gòu)物等經(jīng)濟(jì)因素考慮到講解的過(guò)程中，通過(guò)

幽默有趣的講解，讓游客對(duì)你產(chǎn)生信任，這樣游客在購(gòu)物中才會(huì)心情愉快。

Shoppingisanindispensablecomponentofyourtravelarrangements.Shoppingisanimportant

needofthetouristsaswellasasignificantactivityforthetourgroup.Touriststendtobuysome

souvenirsorlocalspecialtiesfortheirrelatives,friendsandthemselves.Inordertobuysatisfying

commodities,touristsmayconsultlourguide.Therefore,tourguideplayacrucialroleinthelour

group'sshopping.Whenthetouristsareshopping,atourguidecanbeaconsultant,canguidethe

tourists,consumptionandcanalsovindicatetheirrights.

Excessiveshoppingarrangements,nevertheless,oftencausedissatisfactionorevencomplaintson

thepartoftourists.Hereareafewtipsfortourguidestofollow:

1.Giveabriefaccountoftheshoppingarcadewhereyoutakeyourguests,sothattheywillhave

ageneralideaaboutwhattobuyinthestore.

2.Trytofindoutwhatyourguestswanttobuy,andrenderassistanceintheirchoiceofgoods.

3.Helpthemcashtraveler'schecks.

4.Makearrangementsforthepackagingorshippingofthegoodsselectedandboughtbyany

guestinyourgroup.

UsefulSentences

I.Foratourguide

-TherearemanyChinesespecialtieshere.這里有很多中國(guó)的特產(chǎn)。

-ArcyouinterestedinChinesesilk?你對(duì)中國(guó)的絲綢感興趣嗎？

—Won,tyoutakesomesouvenirtoyourfriends?難道你大想給你們的朋友買些紀(jì)念品嗎？

-Infacttherecan'tbemanypeoplewhocouldmanagetostayinChinaandnotbetemptedtodoany

shopping.實(shí)際上好不容易到中國(guó)來(lái)卻不購(gòu)物的人不會(huì)太多。

—Itwouldbeashame:oleaveSuzhouwithoutbuyingsomesilk.到蘇州不買些絲綢是很遺憾的。

-They'vegotlotsofbrandsthere,andyouwillsurelyfindtheonethatfitsyou.他們那兒品牌眾多，

你一定會(huì)找到適合自己的。

—Iwuuldsuggcblyuubuypapcicuts,cmbiuidciyandbalik.Theyaiceasylucany.我建議你們買些

剪紙、刺繡、蠟染，這些東西便于攜帶。

-Isuggestyoutaketwosilkfansforyourfriendsso:hattheycanenjoythevividminiatureof

Huangshan'smagnificence.我建議你買兩把綢扇給朋友，讓他們能欣賞到逼真的縮微的黃山壯美

景觀。

II.Fatourist

-Iwant(obuyapairofshoes.我想買雙鞋子。

—Canyoushowmesomesilk?你能給我拿些絲綢看看嗎？

-Canyourecommendsomethingformydaughter?你能給我的女兒推薦些什么嗎？

-We'dliketobuysomesouvenirsformyfriends.我想給我的朋友買些紀(jì)念品。

—Howmuchdoesthepaintingcost?這幅畫賣多少錢?

—Thatseemstoomuchforthiscoat.Doyouhaveanythingcheaper?這件大衣似乎有點(diǎn)太貴了。你

們還有便宜點(diǎn)兒的嗎？

—Iwanttoseesomechocolates.Canyougivemesomesuggestions'?我想看一下巧克力,你能給我

些建議嗎？

-Iwanttobuyaraincoat.Couldyoupleaseshowmeone?我想買一件雨衣。請(qǐng)你拿一件給我看看

好嗎？

—Idecidetobuythebluesuit.Howmuchdiscountwillyouoffer?我決定要買那套疏色西奔，請(qǐng)問(wèn)

能打幾折？

—Whataretheirbusinesshours?他們的營(yíng)業(yè)時(shí)間是什么時(shí)候?

III.Forashopassistant

-Goodmorning,sir.CanIhelpyou?早上好，先生。我能幫您做點(diǎn)什么？

—Howdoyoulikethosedisplayedinthewindow?你覺(jué)得櫥窗里擺的怎樣？

-I'mafraidIcan'thelpyouatthemoment.很抱歉，現(xiàn)在恐怕沒(méi)有了。

-Whatsize,please?請(qǐng)問(wèn)您穿多大號(hào)的？

—Therearedifferentkinds.Whichonedoyoulike?這兒與不同的種類，你喜歡哪種？

-Whatcolorwouldyouprefer?你喜歡哪種顏色？

-Howaboutthisone?這件怎么樣？

—Doyouneedanythingelse?還要點(diǎn)別的嗎？

-I,msorry.Butthisisaone-priceshop.我很抱歉，我們這里不打折。

-Thepriceisfair,madam.It'safamousbrand.Itstandswearandwillneverloseshape!價(jià)格很公道

了，太太。這是名牌，很耐穿并且永不變形。

旅行小貼C

導(dǎo)游應(yīng)提醒游客，煙、酒在免稅商店買比較便宜，只要出示護(hù)照就可以買到，其他東西可

在百貨商店購(gòu)買。同時(shí)，提醒游客購(gòu)買東西時(shí)須精挑勾選，并保存收據(jù)?？梢越o游客教授一些

講價(jià)的技巧，如果不能打折，可要求商家附送小配件。應(yīng)告知游客，在百貨公司不宜講價(jià)，但

在較小的商店或者市場(chǎng)買東西，不講價(jià)往往就會(huì)吃虧。

Part3.SupplementaryReading

Ifthereisapalacethatcansatisfytheshoppers5appetitesmost,itmustbeChina.Chinaisa

fantasticshoppingdestination.FrombamboochopstickstoCulturalRevolutionmemorabilia,whatever

youinterest,yoirrcbound(obeabletobuyitinChina.Astheworld'sfactory,youcanfindjustabout

anything.ThereareallkindsofshopsinChina,suchasshoppingmalls,businessstreets,supermarkets,

conveniencestores,factoryshopsandsoon.

DistinctivethingsaremainlysoldincitieslikeBeijing.Shanghai,Xian.Guilin,Chengdu,

Suzhou,Hangzhou.Guangzhou.ShenzhenandespeciallyHongKong,thecitywhichisreputedworld

wideasa“ShoppingParadise."DifferentChinesecitieshavedifferentlocalspecialties:Beijingis

notedforCloisonneandBeijingRoastDuck;Shanghaiisfamousforsilkcarpets;Xianiscelebrated

forantiquesandreplicasoftheTerraCottasoldiers;whileYunnanisrenownedforMounted

ButterfliesandDaliBatik.Particularly,SuzhouandHangzhouarewellknownforsilkandtea.Allwill

provideplentyofideasforfulfillingyourshoppingtrip.

Mosttravelerswanttotakehomesomebargainsormementos.Withsomanyoptionsavailable,

shoppingcanbetime-consuming,confusingandexhausting.Thefollowingtipsmaytakeiteasierfor

you:Shoppingisnotobligatory;becautiousoffakeitems;bargaining;importreslriclions.

Notes:totheText

1.specialty特產(chǎn)

2.Cloisonne景泰藍(lán)

3.replica復(fù)制品

4.batik蠟染

5.becelebratedfor因…而著名

6.Withsomanyoptionsavailable,shoppingcanbelime-consuming,confusingandexhausting.由于

這么多商品，購(gòu)物可能會(huì)耗時(shí)、費(fèi)腦、費(fèi)力。

7.becautiousoffakeitems謹(jǐn)防假冒

Part4.Writing

HowtoDescribeaSouvenir

在給游客介紹當(dāng)?shù)氐募o(jì)念品時(shí)，導(dǎo)游首先要了解紀(jì)念品所暗含的幾個(gè)方面：歷史、功能、

特色、典故、價(jià)值以及質(zhì)量等等。

Simple

NanjingCloud-patternBrocade

Thetraditionalclotd-pattembrocadeisoneofthemostfamoushandicrafts.Itgotitsnameforthe

factthatthepatternonthematerialissaidtoresemblebeautifulclouds.Originallymadeinthe

SouthernDynasty,itgraduallydevelopedduringtheYuanDynastyandwasmostpopularduringthe

MingandQingDynasty.Thcichavealwaysbeenspecialiiislitulcbincliaigcufmaking^aiintnlswilh

cloud-patternbrocadefortheimperialfamilyandforeigndignitaries.

Practice:Pleasewriteapassageaboutdescribeimitationancientivorycar\'ings.

Part5.SocialEtiquette

EtiquetteofWelcomingTourists

Greetingtouristsisjust(hefirststepinthewholewelcomingprocess.Asatourguide,youshould

bearinmindthefollowingthings.Firstly,learnhowtolocatethegroupthatyouaresupposedtomeet

andofferyourgreetingimmediately.Secondly,makeabriefwelcomespeechandintroduceyourselfto

thetourists.Thirdly,welcomethetouriststoyourcityandaskthemforquestionsandanyrequests.

Expressyourwishtoservethemsincerelyandhonestly.Finally,wishyourguestsapleasantjourney

andawonderfulstay.

Ifyouareeveraskedtodeliveraspeech,tryt。lookhappyandpleasant.Alwaysbeaspoliteasyou

can,nomatterwhatyourpersonalopinionofindividualscriheircountrymightbe.Alwaysremember

thattheywilljudgeyourcompanybytheimpressionyougive.Firstimpressionsarethemost

importantandcanbeeverlasting.

Part6.CultureNote

國(guó)人常會(huì)用"Sorry.Sorry”說(shuō)個(gè)不停，這并不是一個(gè)好現(xiàn)象，有時(shí)還會(huì)有反效果。接受道歉

的人會(huì)認(rèn)為是敷衍了事。日文一再重復(fù)或許會(huì)讓人覺(jué)得很有誠(chéng)意，但英語(yǔ)并非如此。那么，什

么時(shí)候要用“Sorry”呢？例如打嗝(belch)、打哈欠(hiccup)、打噴嚏(sneeze)、咳嗽(clearyourthroat)

等，在某些場(chǎng)合時(shí)不禮貌的行為,這時(shí)候可以說(shuō)“Excuseme”或“Pardonme."但是一般會(huì)認(rèn)

為“Sorry”更具有道歉的意思。特別是打嗝，歐美人覺(jué)得是比較不禮貌的事，最好說(shuō)“Sorry”。

國(guó)內(nèi)常有人認(rèn)為是自然現(xiàn)象的事情而沉默不語(yǔ)，但是在西方國(guó)家多數(shù)人卻認(rèn)為不發(fā)一語(yǔ)是不禮

貌的。

“Sorry"還有"Itegyourpardon?”的意思，如果沒(méi)有聽(tīng)清楚對(duì)方說(shuō)什么，語(yǔ)尾上揚(yáng)如“Sorry?”

也可以當(dāng)問(wèn)句使用。

Part7.KnowledgeConnection

TherearcmanymarvelousgoodsforsaleintheUnitedStates.Thesegoodscanbepurchasedat

stores,fromadsinnewspapersandmagazines,aswellasfrospecialprogramsonthetelevision.

Shoppingmallsarelargebuildingswithmanystoresinside.Theycanbefoundeveninsmalltowns

andarcverypopularbecausetheyhaveavarietyofstoresandmerchandise.Theyarcveryconvenient

becauseyoucanparkyourcarandfindmanythingsinonplace.Someshoppingmailsalsohave

moviesandrestaurants.Peoplealsoenjoygoingtothemallsbecauseonceinsidethemalltheydon't

havetobeconcernedabouttheweather.Theyarccoolinsummerandwarminwinter.Manyshopping

mallsoftenhavesocialeventssuchfasliionshowsuispeciallujlidaypiogiams.Ncwspapeisand

magazinesoftenadvertisemerchandisefbrsale.Unlessyouarefamiliarwiththecompany,youmay

wanttoaskanAmericanfriendforadvicebeforemakingpurchasesthisway.

譯文：在美國(guó)有很多好商品賣。購(gòu)物可以在商店進(jìn)行，也可以通過(guò)報(bào)刊上的廣告以及某個(gè)

特別的電視節(jié)目購(gòu)買。購(gòu)物中心一般都是有許多店鋪的大原，即使在小縣城里也有，并且由于

各種店鋪密布，商品琳瑯滿目，所以很受歡迎。購(gòu)物活動(dòng)十分便利，因?yàn)槟憧梢栽谕坏攸c(diǎn)停

車并購(gòu)買到許多商品。有些購(gòu)物中心還有電影院和餐館。人們很喜歡購(gòu)物中心，因?yàn)槟阋坏┲?/p>

身其中盡可不必理會(huì)天氣，那兒總是冬暖夏涼。許多購(gòu)物中心經(jīng)常有一些特別的活動(dòng)，像時(shí)裝

表演和特別的假日活動(dòng)。報(bào)刊經(jīng)?？且恍┥唐窂V告。然而，除非你對(duì)某家公司很熟悉，否則

你得在購(gòu)買商品之前向你的美國(guó)朋友討教一下.

Part8.Exercise

1.Listentothedialoguetwotimesandcompletethefollowingdialogue.

作業(yè)Dialogue1

Mai:CanIhelpyou?

Mona:I'mjust,thanks.Excuseme.

Mai:Yes?

Mona:Theseshawls.HowmucharetheyinAmericandollars?

Mai:AllofthesepricesareAmericandollars.

Mona:Oh.Whyaretheyso____________?

Mai:They're_____________.

Mona:And(hisone?

Mai:It'spuresilk.

Mona:Hmm.Haveyougotoneinpuiple?

Mai:I'll_____alook.

Yes,whataboutthisone?

Mona:That'snice.

Mai:Wouldyouliketotryiton?There'sa_______overthere.

Mona:Hnirnm.It'snice.Haveyougotoneinblue?

Mai:Yes,hereyouare.Thatcolorsuitsyou.

Mona:Mmm...Howmuchisit?

Mai:Fifty-fivedollars.

Mona:Oh.Andhowmuchisthis_______one?

Mai:That's$12.50.

Mona:CouldItrythe________shawlagain?

Mai:Yes,ofcourse.

Mona:Thesilkfeelsbetter.Butit'ssoexpensive.Sorrythisistakingsolong.

Mai:Noproblem.Takeyourtime.

Muna;Oli,that'snice!

Mai:Thathat?

Mona:Yes.CouldI_____iton?

Mai:Sure.Hereyouare.

Mona:Oh,it'slovely.Howmuchisit?

Mai:It's$200.

Mona:I'lltakeit!

Mai:Fine.Ifyou'll'justfollowmetothe_______.

Emma:Thatwillbe$200.Howwillyoubepayingforthat?

Mona:_____________,thankyou.Could1haveaboxforit,please?

Emma:Ofcourse.Tilseetoitrightaway.

Emma:Ifyou'lljust______here.

Mona:Sure.

Emma:Your________.

Mona:Thankyou.

Emma:Andyourhat.

Mona:Thankyou.Goodbye.

Emma:Bye.

Dialogue2

A:Mayihelpyou?

B:Yes.I'dliketoseesomeblackshoes.

A:Yes,sir.____________________?

B:_________________.Ithink.Butyou'dbettermeasuretomakesure.

A:Allright.Pleasebeseatedoverhere...Yes,sir.You'reperfecteightandahalf.Justamomentplease.

A:?

B:Well,Ihadsomethingmorecasualinmind.

A:Oh.Isee.Justamoment...Isthismorelikewhatyouhadinmind?

B:Yes,that'sbetter..

A:Howdotheyfeel?

B:Verycomfortable.I'lltakethem.?

A:Forty-fivedollars,sir.ShallIwrapthemforyou?

B:No,.Wouldyouputtheseoldonesinabox,please?

A:Certainly.

2.Roleplay

Makeadialogueaccordingtothefollowingsituation.

Task:Mr.Whitewantstobuyacloisonnevaseasapresentforhisfriend.LiHong,（hetourguide,

ishelpinghimchoose（hecloisonnd.

3.Completethefollowdialogue.

A;Coniclicic,Jolin.Doyuulike①（雞蛋）？

B:Aretheymadeofrealeggs?

A:They'vemadeof②（蛋殼）.Theyolkandwhitearetakenoff.

B:Letmesee...Apairofeggsissoldattwoyuanandfiftyfen.It'snotexpensive,isit?

A:No,Ithinkwe'lltaketwopairs.

B:Thesmallscreenslooklovely.Whataretheymadefrom?

C:Theyaremadefromdifferentmaterial-dolomite,toughsilk,etc.Theframesaremade

of③_______（紅木）.Thedesignsarepaintedbyhand.

B:Shallwetakeone?

A:Ithinkso.Andshallwebuysomefans?

B:Yes.④（這些都是檀香扇嗎）？

C:Notallofthem.SomearcmadeofChineselittleleafboxwood⑤（噴了香水）.

Thosemadeofrealsandalwoodaremuc