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11、旅游活動中，如有旅游者發(fā)生骨折，導(dǎo)游人員應(yīng)如何處理？ 
答：A、初步處理：止血、包扎、上夾板； 
B、送醫(yī)院治療； 
C、事后，導(dǎo)游人員應(yīng)前往醫(yī)院探望傷者。 
11、If a tourist’s bone broken during the trip, what can the tour guide do? 
Model : A: First, stop bleeding , bind up the wound and put in splints . 
B : Take the patient to the hospital . 
C : After that , the tour guide must visit the patient at the hospital . 

12、在旅行途中，如有旅游者心臟病發(fā)作，導(dǎo)游員該如何處理？ 
答：導(dǎo)游員應(yīng)采取措施，讓患者平躺，請求機組人員、列車員或船上的服務(wù)人員在交通工具上尋找醫(yī)生，進行急救，并通知下一站急救中心和旅行社做好搶救準備。在交通工具達到下一站前，還可請領(lǐng)隊或親屬在病者衣袋內(nèi)尋找常備藥物，讓其服用，以緩解病情。 
12、 What will a tour guide do if some one has a heart attack during the trip ? 
Model : The tour guide must take first-aid measures .Let the patient lie down, ask for some help to the staff ,train man or the ship clerk to look for a doctor. And give an emergency treatment. Notify the next first-aid station or the travel agency to get ready for it. Before arriving at the next station, ask the leader or the relatives to find some medicines in his pocket to feed him and release the condition.

13、旅游者因?qū)Ψ��?wù)質(zhì)量不滿意提出投訴，導(dǎo)游員應(yīng)如何處理？ 
答：A、主動與旅游者溝通； 
B、認真傾聽； 
C、核查、分析投訴原因； 
D、認真處理，積極彌補； 
E、做好說服、調(diào)解工作； 
F、繼續(xù)做好服務(wù)工作。 
13、What a tour guide should do when a tourist lodge an appeal that is not satisfied with the service ? 
Model : A : Talk to the tourist actively. 
B : Listen attentively to the appeal of the tourist . 
C : Check up and find out the reason . 
D : Deal with the matter carefully and make up the fault. 
E : Try to persuade and mediation of the event . 
F : Keep on serving the tourists well.

14、住雙人間的一名游客因與同房游客生活習慣不同，要求住單人間，你作為導(dǎo)游員應(yīng)怎樣對待這一要求？ 
答：導(dǎo)游員應(yīng)請領(lǐng)隊調(diào)解或在內(nèi)部調(diào)整住房。如調(diào)解、調(diào)配不成，飯店如有空房可滿足其要求，但要事先告知游客：房費自理，原則是誰提出換房誰付費。 
14、 As a tour guide, how to do when a tourist want to stay a single room, the reason is that his way of life is different from the other visitor in the double room . 
Model : The tour guide should let the travel leader change the room internal. However we can arrange another vacant room, 
but tell the tourist he must pay the room himself because he wants to change another room . 

15、交換名片有什么規(guī)矩？ 
答：遞名片時應(yīng)用雙手（至少用右手），目視對方，微笑致意；接名片時用雙手，以示尊敬；接過名片要認真看一遍，不要馬上裝入口袋，更不要在手中玩弄。在與西方人交往時要注意，他們一般不隨意交換名片。 
15、 What are the rules of exchanging the name cards ? 
Model : We must use our both hands (use the right hand at least) ,make eyes contact with others and smiling when you give the name cards to the others. 
When we receive the name card , we must use double hands and see it first to show our polite. Neither put it in the pocket directly, nor play it in hand. 
We must pay attention to get along with the westerner. They don’t get used to exchanging the name card casually.