导游业务(第7版)

本教材严格按照国家旅游局颁布的最新考试大纲编写，详细介绍了与导游从业者必须掌握的相关知识和技能，主要包括导游的行业历史、职业素养、服务规范、语言技能、带团技能、讲解技能、应变技能以及相关的知识储备等，从导游服务的流程、导游服务必备的技能到需要掌握的相关知识均细致梳理，涵盖了导游服务过程中的方方面面，而且各要点均结合具体的事例进行阐释，条理清晰，逻辑严密，实用性很强。

第一章　导游服务 ··········································································· 1 第一节　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 第一节　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 第一节　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 第一节　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 第一节　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 第一节　导游带团的特点与原则 ··················································147 第二节　导游的主导地位和形象塑造 ···········································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 第一节　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 第一节　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 第一节　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