旅游英语综合教程版教学课件Unit-6

1、Unit 6 Psychology of ServiceUnit 6 Psychology of ServiceCONTENTS Lead-in Learning objectives Cultural notes Useful words and expressions Exercises Time for fun Case study Group discussion CONTENTS Lead-inLead-in中国文化遗产标志是指由国家文物局确定并发布的中国文化遗产图形标志。详细信息 确定时间：2005年08月17日,国家文物局正式公布采用金沙“四鸟绕日”金饰图案为“中国文化遗产标志”

2、。Lead-in中国文化遗产标志是指由国家文物局确定并发布的中01 Learn about the psychology of service02 Learn about the words and expressions of tourism03 Learn about a case about tourism Unit Objectives01 Learn about the psychology Cultural notes1. 14th hole: 与前半场的第 6 洞很相似，设计师们用各自的方式让第 14 洞成为后半场里允许放松的一个球洞。因为从第 8 洞开始到第 13 洞，一洞洞环

3、环相扣的高难度球洞， 已经挑战了打球人的极限，到了第 14 洞，基调已定，是该进入轻松回家的阶段了，但是和第 6 洞不同的是，也许第 14 洞不是整个球场上最有挑战性的球洞，但一定是一个值得尊敬的球洞，因为这一洞，要么成为机会，要么将前面的成绩毁于一旦。Cultural notes1. 14th hole: 与前Useful words and expressionsyawncivilizedfrictionconflictenforceinteract with打哈欠文明的，有教养的摩擦，冲突争斗实施，强迫与相互作用consensus一致意见light up开始吸烟，变得喜悦Useful w

4、ords and expressionsyaUseful words and expressionsgive sb. an edgelink up withreputationin spite ofprecautionbe irritated over使某人占点优势与相联系名誉尽管预防措施，预备对十分恼火undergo经历be confronted with面对Useful words and expressionsgiUseful words and expressionsberatebrochurerejectcomplaintconcerned严厉责备，痛斥（某地、某旅馆的）情况介绍手册

5、拒绝抱怨相关的proclaim正式宣布，声明measure up to与符合，与一致Useful words and expressionsbe1. After reading this passage, what are good manners? Why should we behave in a civilized way?Exercises. Fast read the passage and answer the following questions:Good manners are for people not to fail to be impressed by a frien

6、ds collection of stamps, not to yawn when a golfer tells you about that great shot he made on the 14th hole, not to fall asleep when friends show picture from their last trip. We should act in a civilized way to avoid misunderstanding, friction and conflict. 1. After reading this passage,2. What do

7、tourists usually complain about?Exercises. Fast read the passage and answer the following questions:Some tourists expect to find everything as it is “at home” and become irritated over any discomfort. Others become emotionally upset when confronted with problems.3. How do you understand that a touri

8、st may undergo personality changes when in a foreign environment?略2. What do tourists usually co4. What are the basic steps in handling complaints?Exercises. Fast read the passage and answer the following questions:Firstly, you should listen carefully, be polite and, except when it is absolutely nec

9、essary, dont comment until the guest has finished. Secondly, make a short, clear apology. Thirdly, you should repeat the complaint. Finally, you should decide who would deal with the complaint. If it is not a serious one, you can deal with it yourself. You should explain to the guest the action you

10、plan to take and tell him when it will be done. If you decide that a manager should handle the complaint, you should first inform him/her and then arrange a meeting between him/her and the guest concerned. 4. What are the basic steps inExercises1. The 8-magnitude earthquake that devastated Sichuan p

11、rovince on May 12 would seriously hamper tourism in affected regions in the short term, industry insiders have said. But over the long term, Chinas travel industry would still _ fast growth driven by rising incomes.2. _the fact that there is no report about their extinction, their output is greatly

12、reduced.3. Although we _ various nuisances every day and yet, we all love this city of ours. Amsterdam is a great place to visit, experience and spend time at! undergo are confronted with. Fill in the blanks in the following sentences with the words and phrases given below, using their proper forms:

13、in spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an edgeinteract withenforceundergo In spite ofExercises1. The 8-magnitude ea4. Even now, homes, autos, and offices are being wired into intelligent networks that _ one another.5. I believe a _ man has good manners.6. They can build

14、 cross-cultural bridges and _ people _ in a variety of career fields.Exercisesinteract withcivilized. Fill in the blanks in the following sentences with the words and phrases given below, using their proper forms: give an edgein spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an ed

15、geinteract withenforceundergo4. Even now, homes, autos, andExercises7. It is advised that you do not mention your interest in Tibet travel when you apply for your China visa and then apply for the permit once you entered China. Otherwise, visa officer may _ your application and you wont get the visa

16、 to China.8. Shanghai Municipal Tourism Administrative Commission is to implement the guidelines and policies and _ laws, rules and regulations related to tourism concerning Shanghai. reject. Fill in the blanks in the following sentences with the words and phrases given below, using their proper for

17、ms: enforcein spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an edgeinteract withenforceundergoExercises7. It is advised thatExercises9. In order to ensure tourists enjoy their National Day holiday, the National Holiday Office has released the telephone numbers for the tourist _ h

18、otline.10. Everyone loves the fiery stars that _ the sky with a bang! complaint. Fill in the blanks in the following sentences with the words and phrases given below, using their proper forms: light upin spite oflight upcomplaintbe confronted withcivilizerejectgive sb. an edgeinteract withenforceund

19、ergoExercises9. In order to ensure1. precaution2. brochure3. consensus4. friction5. reputation6. complaint7. proclaimA. a small thin book, esp. one giving instructions or details of a service offered for moneyB. an opinion held by others, the degree to which one is thought ofC. a statement expressin

20、g annoyance, unhappiness, pain, dissatisfaction, grief, etc.D. an action done in order to avoid possible known danger, discomfort, etc.E. a general agreement; collective or group opinionF. to make known publicly; declare officiallyG. unfriendliness and disagreement caused by two opposite wills or di

21、fferent sets of opinion, ideas, or naturesExercises. Match the words in Column A with the English equivalents in Column B:Column AColumn BA. a small thin book, esp. onExercises. Translation:1. Failing to be impressed by a friends collection of stamps, yawning when a golfer tells you about that great

22、 shot he made on the 14th hole, or falling asleep when friends show picture from their last trip are all things that educated people try not to do.对别人的集邮热情不屑一顾，对高尔夫球手述说第 14 洞的美妙一击毫无兴趣，或者在朋友展示上一次的旅游照片时昏昏欲睡，这些都不是有教养的人士应该做的事情。_2. Restaurants should also have cellular phone and non-cellular phone sectio

23、ns. A new class of rude people has been born: the look-at-me phone users whose boring conversations are just as dangerous to our mental health as smoke is to our lungs.餐厅应该也设置手机区域和非手机区域，最近餐厅出现了新一群表现低俗的人们，他们用手机进行乏味冗长的聊天，丝毫不顾及坐在对面人的感受，就像吸烟有害肺部一样，这种行为也危害我们的精神健康。_Exercises. Translation:1. FaiExercises.

24、Translation:3. Success in life often starts with a job we like, and since getting a job is usually based on making the right impression, it is always a good idea to be kind and polite.当我们找到一个我们喜爱的工作的时候，成功之路就此开始，因为获得工作总是从给别人留下良好印象开始，所以学会表示友好和礼貌非常重要。_4. Agencies always try to link up with reliable car

25、riers and hotels that have good reputations for giving the best service. However, unexpected circumstances do arise, in spite of precautions, especially at peak periods or during unfavorable weather.旅行社总是试图与那些有良好服务质量的航空公司或酒店建立稳固的联系，尽管事先非常谨慎，但突发情况还是经常出现，特别是在旅游高峰季节或天气不好的时候。_Exercises. Translation:3. S

26、ucExercises. Translation:5. They loudly proclaim their letters to the agency criticizing them for rating a hotel “first class”, since, in their opinion, it does not measure up to the standards of the best hotels in their own country.他们愤愤不平，向旅行社写信投诉，批评旅行社给“一流”酒店的定级并没有达到他们自己国家的“一级”标准，因为在他们眼中，“一级”酒店就是最

27、好的酒店。_Exercises. Translation:5. TheTime for Fun 塞浦路斯（Cyprus）Time for Fun 塞浦路斯（Cyprus） On the eastern end of the Mediterranean, the island of Cyprus is both European and Middle Eastern, Greek and Turkish. Cyprus is the third-largest island and one of the most popular tourist destinations in the Medit

28、erranean, attracting over 2.4 million tourists per year. This island was once a center for the cult of Aphrodite, the place where the Greek goddess was supposedly born from the waves. Even today, locals say eternal youth will grace those who swim three times around a rock that protrudes from the sea

29、. For all its Greek reminders, however, many call the port of Limassol the “Paris of the Mediterranean” because of its European air, sidewalk cafes, and stylish atmosphere. A romantic spirit is also found in the villages of this island. Here life goes on as it has for centuries.CyprusThe Most Romant

30、ic Island On the eastern end of the Time for Fun 爪哇岛（Java） Time for Fun 爪哇岛（Java） JavaThe Most Populated Island Java is an island of Indonesia and the site of its capital city, Jakarta. Once the center of powerful Hindu Kingdoms and the core of the colonial Dutch East Indies, Java now plays a domina

31、nt role in the economic and political life of Indonesia. Housing a population of 130 million in 2006, it is the most populous island in the world, ahead of the nation of Japan. Java is also one of the most densely populated regions on Earth. Java is crossed from east to west by a chain of mountains

32、rising to 2,750m/9,000 ft. of these mountains, 112 are volcanic and 35 are active. Despite its large population and in contrast to the other larger islands of Indonesia, Java is comparatively homogeneous in ethnic composition. Only two ethnic groups are native to the islandthe Javanese and Sundanese

33、. A third group is the Madurese, who inhabit the island of Madura off the northeast coast of Java, and have immigrated to East Java in large numbers since the18th century. The Javanese comprise about two-thirds of the islands population, while the Sundanese and Madurese account for 20% and 10% respe

34、ctively.JavaThe Most Populated IslandCase StudyHotel Bourazani, GreeceAn Entrepreneurs Contribution to Sustainable TourismCase StudyHotel Bourazani, GreHotel Bourazani, GreeceAn Entrepreneurs Contribution to Sustainable TourismHotel Bourazani, GreeceAn EntQuestions for discussion:1. Critically evalu

35、ate the Hotel Bourazani enterprise, noting its strengths, and the questions it raises, in relation to sustainable tourism.2. You should search for other examples of entrepreneurs who are trying to develop sustainable tourism in their own area, and then critically evaluate their efforts.3. Discuss th

36、e policies which governments could adopt to facilitate the development of projects such as the Hotel Bourazani.Questions for discussion:1. CrGroup discussionWhat is the relationship between tourism and competition?Group discussionWhat is the re There is no doubt that in general, in spite of the conc

37、entration of ownership which we have just considered, tourism is, today, a much more competitive industry than it ever was before. There are some interesting points to make about competition in tourism as follows: 1. There is not only competition between companies selling products in tourism but we

38、also have the competition between tourist destinations. New countries, regions, and resorts are entering the tourism market all the time, each with their own attributes, hopes, and objectives. 2. Much competition is still price-based, even in relation to destinations where many tourists tend to go t

39、o the cheapest provider of sun, sand, and sea vacations. Where price-based competition dominates, it is difficult to generate enough revenue to invest in upgrading the product and companies and destinations can find themselves trapped with low-spend, low-quality markets. 3. More and more organizatio

40、ns and destinations are looking to other competitive advantage strategies, of which product differentiation and market focus are perhaps the two most popular. There is no doubt that in 4. Tourism often faces competition which is wholly external to tourism such as other users of leisure time or dispo

41、sable income such as in-house entertainment, garden centres, home improvements, or “substitution”, in other words, buying a new car, or house instead of taking a vacation. 5. Some tourism organizations invest a lot in product development initiatives that gain them only a short-term competitive advan

42、tage, such as airlines spending money on new seats or new dishes for the in-flight cuisine service. These can easily be copied and improved upon by competitors in a matter of weeks. 6. We must never forget that full and free competition is still not a reality in tourism, particularly in terms of the

43、 airline sector, in particular, due to government regulations, although this is generally decreasing. Another major, common phenomenon in tourism as in other industries, is the problems which successful companies have in sustaining competitive advantage once they have achieved it. 4. Tourism often f

44、aces com比利时保加利亚加拿大奥地利阿尔巴尼亚安道尔亚美尼亚克罗地亚塞浦路斯Overview of World Heritages 比利时保加利亚加拿大奥地利阿尔巴尼亚安道尔亚美尼亚克罗地亚塞萨尔茨堡城历史中心 美泉宫和花园 哈尔施塔特-达赫施泰因/萨尔茨卡默古特文化景观 塞默灵铁路 格拉茨城历史中心和埃根博格城堡：格拉茨城历史中心，埃根博格城堡（2010年）瓦豪文化景观 维也纳历史中心 费尔特湖/新锡德尔湖文化景观（与匈牙利共有） 奥地利 The Republic of Austria 萨尔茨堡城历史中心 奥地利 The Republic of 塞默灵铁路 Semmering Rail

45、way 塞默灵铁路 美泉宫和花园 Palace and Gardens of Schonbrunn美泉宫和花园 阿尔巴尼亚 Republic of Albania 布特林特吉诺卡斯特和培拉特历史中心哈格帕特和萨那欣的隐修院 埃奇米阿津的主教座堂和教堂群及兹瓦尔特诺茨的考古地点 格加尔德的隐修院和上阿扎特谷 马德留-佩拉菲塔-克拉罗尔谷 亚美尼亚 The Republic of Armenia安道尔 The Principality of Andorra阿尔巴尼亚 Republic of Albania 布特林特兰德的贝居安会院 拉卢维耶尔和勒罗尔克斯的中央运河上的四座升降机及其周边设施（埃诺）

46、 布鲁塞尔大广场 比利时和法国的钟楼：比利时佛兰德地区和瓦隆地区的钟楼-法国北部的钟楼（共23处）、比利时让布卢的钟楼（与法国共有） 建筑师维克多奥塔的主要城市建筑（布鲁塞尔）：塔塞尔公馆（Htel Tassel），索尔维公馆（Htel Solvay），范艾特菲尔德公馆（Htel van Eetvelde），以及奥塔住宅与工作室（Maison & Atelier Horta） 比利时 The Kingdom of Belgium 兰德的贝居安会院 比利时 The Kingdom of Be斯皮耶纳的新石器时代燧石矿（蒙斯） 图尔奈的圣母主教座堂 布鲁日历史中心 普朗坦-莫雷图斯住宅-工坊-博物

47、馆综合体 斯托克雷特宫 波斯尼亚和黑塞哥维那：莫斯塔尔老城的老桥及周边地区 维舍格勒的穆罕默德巴夏索科罗维奇大桥 比利时 The Kingdom of Belgium 斯皮耶纳的新石器时代燧石矿（蒙斯） 比利时 The King布鲁塞尔大广场 Grand-Place, Brussels布鲁塞尔大广场 兰德的贝居安会院 Flemish Beguinages兰德的贝居安会院 博亚纳教堂 马达拉骑士 卡赞勒克的色雷斯人墓 伊万诺沃的岩洞教堂 里拉修道院 内塞伯尔古城 斯雷伯尔纳自然保护区 皮林国家公园 斯韦什塔里的色雷斯人墓保加利亚 Bulgaria 博亚纳教堂 保加利亚 Bulgaria 里拉修道院 Rila Monastery 里拉修道院 里拉修道院 Rila Monastery Rila Monastery was founded