导游业务(第7版)

**章 导游服务 ··········································································· 1 节 导游服务的内涵及类型 ··················································· 1 第二节 导游服务的发展历程 ······················································ 6 第三节 导游服务的性质、特点及原则 ········································· 15 第四节 导游服务的地位及作用 ··················································24 第二章 导 游 ············································································· 27 节 导游的内涵及类型 ························································ 27 第二节 导游的从业素质和职责要求 ············································ 31 第三节 导游的职业道德与修养 ··················································40 第四节 导游领队引导文明旅游规范 ············································· 45 第五节 导游服务礼仪规范 ························································ 52 第三章 团队导游服务规范 ······························································ 69 节 地方导游服务程序及服务质量 ·········································· 69 第二节 全程导游服务程序及服务质量 ········································· 91 第三节 景区导游服务程序及服务质量 ·········································105 第四章 散客导游服务规范 ·····························································111 节 散客旅游的内涵和特点 ·················································111 第二节 散客的导游服务流程 ····················································114 第五章 导游语言技能 ·································································· 120 节 导游语言的内涵及特性 ················································ 120 第二节 导游口头语言表达技巧 ················································ 128 第三节 导游态势语言运用技巧 ·················································132 第四节 导游语言的沟通技巧 ····················································137 第六章 导游带团技能 ···································································147 节 导游带团的特点与原则 ··················································147 第二节 导游的 地位和形象塑造 ···········································148 第三节 导游提供心理服务的技巧 ··············································151 第四节 导游引导游客审美的技巧 ··············································158 第五节 导游组织和协调的技巧 ·················································163 第六节 导游接待不同类型游客的技巧 ········································169 第七章 导游讲解技能 ···································································172 节 导游讲解原则和要求 ····················································172 第二节 实地导游讲解常用技法 ·················································177 第三节 实地导游讲解的要领 ····················································186 第八章 导游应变技能 ·································································· 190 节 游客个别要求的处理 ··················································· 190 第二节 问题与事故处理 ··························································201 第三节 重大自然灾害的避险方法 ············································· 226 第四节 新型冠状病毒肺炎疫情常态化防控措施 ··························· 229 第九章 导游相关知识 ·································································· 232 节 旅行社知识 ······························································· 232 第二节 旅游饭店知识 ···························································· 243 第三节 旅游景区知识 ···························································· 247 第四节 入出境知识 ······························································· 249 第五节 交通知识 ···································································261 第六节 其他相关知识 ···························································· 273 参考文献 ···················································································· 294