Tài Liệu Môn Học Tiếng Anh Dành Cho Hướng Dẫn Viên Du Lịch

1 TRƯỜNG ĐẠI HỌC KHOA HỌC KHOA DU LỊCH * * TÀI LIỆU MÔN HỌC TIẾNG ANH DÀNH CHO HƯỚNG DẪN VIÊN DU LỊCH Unit 1 Greeting and welcoming tourists Objectives  Learners are able to use the right expressions[.]

TRƯỜNG ĐẠI HỌC KHOA HỌC

KHOA DU LỊCH -* -* -

TÀI LIỆU MÔN HỌC TIẾNG ANH DÀNH CHO HƯỚNG DẪN VIÊN

DU LỊCH

Unit 1 Greeting and welcoming touristsObjectives

 Learners are able to use the right expressions for greeting and welcoming tourists

 Learners are able to demonstrate how to greet and welcome tourists

appropriately

 Learners are able to introduce himself to tourists adequately

1 Greetings around the world

Greeting is an act of communication in which human beings intentionally make

their presence known to each other, to show attention to, and to suggest a type ofrelationship between individuals or groups of people coming in contact with each

other (Wikipedia, 2016).

Warm-up: Keeping Morning Meeting Greetings Fresh and Fun.

 Holding a ball of yarn, a student greets someone across the circle and gentlyrolls the ball to that person while firmly holding on to the end of the yarn

 The student who receives the ball of yarn greets another student across thecircle and rolls the ball to that student, making sure to hold onto the unravelingstrand with one hand

 This continues until everyone has been greeted and the yarn has created a webacross the circle

 To unravel the web, students greet each other in reverse order until the ball ofyarn is wound up again

Activity 1 Study the following expressions and discuss with your classmates when we use the expressions.

Business Greetings and Formal

Good evening/ Good evening Mr/Ms

It’s nice/pleasure to meet you.” (when

you are meeting someone for the first

time)

How are you today Mr…….?

How are you this evening, Ms…… ?

It’s good to see you.” (Used when youhaven’t seen someone in a while)

What’s up?, What’s new?, or What’s goingon?

How’s everything ?, How are things?,

or How’s life?

How’s your day? or How’s your day going?

Activity 1 Read the following passage

Greetings around the World

One custom that gives insight into people’s history and values is the way they greetone another There is a wide range of greetings around the world These range from

the common handshake to other strange rituals found in some countries Let’s take a

look at how the simple action of greeting someone differs greatly from place to place

In the United States and Canada, for example, a simple handshake or nod is the

norm The handshake has an interesting origin: it started long ago as a way of showingpeople that you weren’t carrying a weapon Shaking the person’s right hand whilelooking him or her in the eye is the usual method

Handshakes are also common in other parts of the world, including Britain and

Russia In Russia, males grasp other men’s hands very strongly during the handshake.

Handshakes are also how most people in New Zealand greet each other However, the

native Maori people of that country display more physical contact: they press their

noses together in a sign of trust and closeness

In other countries, such as France and Belgium, hugging and kissing are more

common when two people meet In those cultures, people kiss each other on thecheeks The number of times varies depending on the particular country In SaudiArabia, men might hug and kiss each other (but not a woman) on the cheek Men willalso shake hands with other men there In some Eastern countries, including Korea

and Japan, bowing is the traditional greeting In Japan, the deeper the bow, the deeper

the respect shown The strangest custom, though, is likely in Tibet People there opt to

stick out their tongue to greet others (Adopted from Cosmos, 2016)

Task 1 Underline the words that you do not know the meaning.

Task 2 Answer the following questions.

1 What is the custom that gives insight into people’s history and values?

9 Bowing their bodies is also common greetings Can you mention the

people/nations who bow their bodies when greeting

Activity 3 Match the following pictures of greetings with the captions by writing the captions under the pictures.

1 A traditional Thai greeting

2 Arabic greeting

7 Hawaii Airport Greetings

8 Hongi Maori greeting, New Zealand

3 Chinese greeting

4 Fist bump greeting

5 Germany greeting

6 Hand kiss greeting

9 Indonesia Army greeting

10 Japanese greeting

11 Pakistani greeting

12 Russian kiss greeting

Homework: Write questions based on the underlined words (as the answers) of the following sentences Number a is done for you.

a One custom that gives insight into people’s history and values is the

way they greet one another.

You write:What is one custom that gives insight into people’s history

and values?

b These range from the common handshake to other strange rituals

found in some countries

You write:

c The simple action of greeting someone differs greatly from place to

place

You write:

d The handshake has an interesting origin.

You write:

e Shaking the person’s right hand while looking him or her in the eye is

the usual method

k The strangest custom is in Tibet, people there opt to stick out their

tongue to greet others

You write:

2 Welcoming tourists

Welcoming tourists is one of a guide activities to welcome and greet a

tourist or a group of tourists with a pleasure or kindly courtesy and sometimes with presenting flowers to special tourists or guests

Activity 3 Read the following dialogues with your pair or partner

Dialogue 1 A tourist arrival at the Airport

Tour guide : Good morning, Sir Are you Mr Brett?

Guest : Good morning, yes I am.

Tour guide : Welcome to Vietnam Can I help you with the luggage? The car

is over there.

Guest : Yes, of course, please.

Tour guide: Would you come this way This is our car Please, get in the car

Mr Brett.

Guest : Ok Thank you.

Dialogue 2 A tourist arrival at the Airport

Tour guide : Good afternoon everyone.

Tourists : Good afternoon.

Tour guide : I am David On behalf of Viet Travel, I would like to

welcome you all to Vietnam.

Tourists : Thank you, thank you.

Tour guide : Our bus is coming here Can you just put tour luggage over here We will help you with the luggage.

Tourists : Certainly, thank you

Tour guide : Now please, get into the bus and watch your steps.

Tourists : Thank you.

Dialogue 3 Tourists in the bus

Tour guide : Hello everyone My name is … On behalf of Viet Travel I’d like to welcome you all to Hanoi Before we make a move, let me make sure that you are all already here in the bus Ms Eva, Ms …, and …., Mr Martin Tourists : Yes sir, I am here, Yes sir, …

Tour guide : Mr Martin, is Mr Martin here?

Tourists : I think Martin is still in the toilet Oh, there he is coming.

Tour guide : Good, please get in Mr Martin I think everyone is already

in Is that right?

Tourists : Yes, we all are here.

Tour guide : Thank you.The bus ride to your hotel will take about ffteen minutes Right now I’d like to take a minute to remind you with some brief safety precautions Firstly, I would like to ask that you remain seated until we reach our destination and that you do not smoke while on the bus Secondly, it

is suggested not to leave your valuable things unattended Enjoy your vacation.

Activity 3 Practice the dialogue with your partner You have to change some of the information such the time, name of the tourist, place, and travel agent.

Activity 4 Work in pair to create or write dialogues of asking and giving tourist information Then demonstrate in front of the class and minimize to look at what you write.

Homework: Practice a sample of welcoming tourists

3 Introducing one’s self to tourists

When meeting members of a tour on arrival, a guide performs the following

activities such as greeting, welcoming and introducing himself In introducing

himself, the tour guide mentions his full name, travel agency’s name, and other supporting information.

Some examples of greeting, welcoming and introducing one’s self:

1 Good morning, welcome to Bali I am David Mahaka from Viva Tours I’ll tellyou all about the things you will see If you have any questions, you feel free to ask It

is my job to answer your questions All my time is free to talk to you Thank you

2 Good afternoon everyone My name is Lukas Widy On behalf of Viva Tour, Iwould like to welcome you all to Bali The bus ride to your Prean hotel takes youabout ffteen minutes Right now I’d like to take a minute to remind you with the areaand tell a brief safety precaution You have to fasten safety belts and remain seateduntil we reach our destination

3 Dear visitors, I would like to welcome you all to Bali Allow me to introducemyself My name is Michelle from Viva Tour I am your guide and will support youduring the tour I promise you are going to enjoy your stay here in Bali This is abeautiful, quiet island where you can relax, sit by the theme parks, enjoy great meals

and feel very comfortable You can walk into town and enjoy the fountains or takepictures.

4 Hello, everybody Welcome to Bali I’m Natalia I’m a tour guide at Viva Tour.It’s great to meet you here in Bali You will discover that Bali and the surrounding arebeautiful Like Hawai, you will fnd there is even more to see in Bali than you havedreamed about

5 Hi, everybody I am Sukma, your tour guide for today On behalf of Viva Tour, Iwould like to welcome you all to Bali We’re going to be pulling up to the hotel in just

a few minutes Please sit back and enjoy the view of the shopping centre on the lefthand side of the bus as we enter the city I ask that you remain in your seats until wehave come to a complete stop Our agent, Mr Rayan will be meeting you at the bus tohelp you with your bags Please double check to make sure your bag has been takenoff the bus On behalf of Viva Tours, have a wonderful vacation in Bandung and Ihope to see you tomorrow at the information session

Activity 5 Underline the sentences/phrases including:

 greeting tourist

 welcoming tourist

 introducing one’s self

 mentioning travel agency’s name

 Other supporting information

Activity 6 Work individually to fll in the missing words or phrases in the following greeting, welcoming and introducing one self.

1 Good evening, My nameis _1 I am your guide for this tour I would likewelcome to _2 My job is to help you tell all about the things you will see If youhave any questions, youfeel free to ask It is my _3 to answer your questions It is

free to talk to me at 4 you need my help Thank you.

2 Good morning ladies and gentlemen I am 1 On behalf of 2 I wouldlike to welcome you all to _3 Our tourist bus ride to the hotel will take about _4 minutes Now I would like to take a minute to remind you some 5 forsafety Firstly, I ask that you remain seated until we reach our destination and that

6 are not permitted while on the bus Secondly, I would like 7 that it

is against the law to get drunk in public Enjoy your holiday with us

3 Hello visitors I would like to welcome you all to 1 Please, allow me tointroduce myself My name is 2 I am your guide and will support youduring the tour I promise you are going to enjoy your stay here in 3 This is abeautiful, quiet, unique, and famous city in Vietnam You canenjoy 4 and explore great culinary activities The best restaurant servingvarious culinary products in this city is _5 You can also enjoy 6

4 Hello, everyone I am your tour guide today My name is 1 I am happy towelcome you to 2 It is a great pleasure to meet you here 3 Youwill fnd that 4 and the surrounding are very 5 and _6 Youwill also discover that there are many 7 in _

5 Good day, everybody.My name is _1, your tour guide for today We aregoing to leave for the hotel in 2 I would like to ask your favour 3and you can 4 on both sides of the bus as we enter the city I suggest you toremain in your seats until our bus 5 Our agent, _6 will be meetingyou at the bus to help you with your bags Please double check to make sure thatyourpersonal belongings are not 7 On behalf of 8, have a wonderfulvacation in 9 and I hope to see you tomorrow at 10

Activity 7 Practice greeting, welcoming tourists and introducing yourself with your

partner You have to change some of the information such the time, name of the guide, place, and travel agent.

Homework: Practice greeting, welcoming tourists and introducing yourself

Unit 2 Asking and giving tourist information Objectives

 Learners are able to use appropriate expressions to ask and give information to tourists

 Learners are able to demonstrate how to ask and give information to

tourists

 Learners are able to give suffcient information needed by tourists

1 Tourist’s common questions

- Food and drink

- Things to see and do

- Access to facilities: bank, electricity, ect

- Communication: Internet, post to send postcards, ect

- Safety and security: to feel that they are not in any danger, ect

Activity 1 Listen to the dialog between a tour guide and tourist, write down the questions you hear.

Tourist’s commond questions: Yes/No question and Wh-question

question

word

what asking for information about something What time does the tour

start?

asking for repetition or confirmation What? I can't hear you

when asking about time Where does the tour depart

from?

where asking in or at what place or position Where are the restrooms?

who asking what or which person or people

(subject)

Who painted this?

whose asking about ownership Whose coin collection is

this?

why asking for reason, asking what for Why do you say that?

asking about condition or quality How was my check?

Bangkok?

how long length (time or space) How long does the tour last?

how much quantity (uncountable) How much is the tour?

Activity 2 Choose the correct QUESTION for the ANSWER that's given What did the person ask to get this answer?

1) ANSWER: 1927

QUESTION:

a) When was this building constructed?

b) Who painted this?

c) What time does the tour start?

2) ANSWER: Leonardo Da Vinci

QUESTION:

a) What year is this painting from?

b) Who painted this?

c) How long does the tour last?

3) ANSWER: Two hours

QUESTION:

a) How long does the tour last?

b) What year is this painting from?

c) What time does the tour start?

4) ANSWER: I'm sorry, but pets are not allowed

QUESTION:

a) How much are tickets for children?

b) How long does the tour last?

c) Can I bring my dog on the bus?

5) ANSWER: $14 dollars.

QUESTION:

a) What time do you close today?

b) How much are tickets for children?

c) Can I bring my dog on the tour?

6) ANSWER: It's the old courthouse

QUESTION:

a) Do you have guided tours?

b) How long does the tour last?

c) What is this building?

7) ANSWER: No, we have them in English only

QUESTION:

a) Do you have these brochures in Japanese?

b) Do you speak Japanese?

c) Do you have guided tours?

8) ANSWER: From the corner or Washington St and 6th Ave.QUESTION:

a) Where does the tour depart from?

b) What's this neighborhood called?

c) How much is the tour?

9) ANSWER: Yes, you can, it's in the back

QUESTION:

a) Can you take a photo of us?

b) Can I use your restroom?

c) Do you speak Spanish?

10) ANSWER: Sure

a) Where are the restrooms?

b) When does the next boat-tour begin?

c) Can you take a photo of us?

Activity 3 Read the following dialogues and practice with your pair or partner.

Tourist: Hi, do you have any free maps of the city?

Tour guide: Yes, I do And I also have a free information booklet.

Tourist: Great Could we have one, please?

Tour guide: Sure, here you go.

Tourist: We're only here for one day What do you recommend that we see?

Tour guide: Well, you can walk down Crescent Street It has some beautiful

historic architecture, and some good museums Actually, that whole neighborhood is very interesting

Tourist: What's that neighborhood called?

Tour guide: Uptown When you go out, just turn right and in about three blocks

you'll come to Crescent Street

Tourist: Great! We'll check it out Oh, one more thing, could we get there on foot? Tour guide: Of course.

Homework: Write the correct word to complete sightseeing-related questions and translate them into Vietnamese.

1 Is this painting (by/from) Picasso?

2 Can you (take/make) a photo of me?

3 Are the restrooms in the (deep/back) ?

4 Is this map (free/priceless) ?

5 When does the next tour (start/starting) ?

6 Is there a (sale/discount) for seniors?

7 Is there a tourist (knowledge/information) center around here?

8 Do you have any (bilingual/bi-language) brochures?

9 Is the museum (open/working) on Mondays?

10 Do you have an (ear/audio) guide?

2 Giving tourist information

As a tour guide you will face new challenges every day One of the hardest parts ofyour job may be answering questions Unlike a speech that you can memorize, youwon't always know what questions people will ask However, you can anticipatecertain types of questions and certain ways that questions will be asked You shouldalso learn how to use variety when you answer questions or respond to comments.You may lose interest in your job if you say the same thing each time Finally, it isimportant to know how to politely explain that you don't understand a question

Activity 4 Listen to a dialogue between a tour guide and tourist, list information the tour guide mentioned

Answer questions/respond to comments:

 I'm afraid I don't have the answer to that (Sorry I don't know.)

 I wish I knew the answer (Sorry, I don't know.)

 Hmm That's a tough (difficult) question

 I'll have to look into that further

 I'll have to ask someone about that

 Hmm I've never been asked that before

 I'm not sure, but I can find out for you

Pardon my English; I don't quite understand your question

 That's an interesting question.

 That’s a good question

Offering for help

 Do you have a question, Sir?

 Yes? (if you see a hand raised)

 Is there something I can help you with?

 Do you have a question, Sir?

 Would you like any more information?

Ending the conversation

 Have a good day

 I hope you enjoy (the meal)

Activity 5 Read the following dialogues between a tour guide and put the underlines in the right place.

Offering for help Respond to comments Giving information

please don’t hesitate to

Man: I have a question actually.

Guide: Sure, what’s that?

Man: Where is the best place to have dinner around here?

Guide: Well, that is a good question There are so many good restaurants My

personal favourite is traditional local restaurant

Man: How do we get there?

Guide: I will point it out when we pass it It’s going to come up on your right in a

few minutes

Woman: My daughter wants to know if we are going to be passing The Trans

Studio today?

Guide: No I’m afraid The Trans Studio is further into the city We’re going to be

staying near the mountain today I can give you a map of the city, though It showswhere all of the The Trans Studio is

Man: Sorry, I have another question.

Guide: No problem That’s what I’m here for.

Man: Are we allowed to take pictures once we get inside the museum?

Guide: Oh, I’m glad you asked that I forgot to mention that taking photographs

inside the art gallery and the museum is prohibited However, you can take pictures ofthe grounds and the outside of the buildings The architecture is beautiful

Woman: Oh, and what time will we be stopping for lunch?

Guide: We will break around noon and meet back at the bus at 12:45 sharp.

Activity 6 Work in pair to read the following dialogues between a tour guide.

Homework: Re-arranged the following jumbled sentences into a good

dialogue between a tourist and tour guide

a I am going to carry my cell phone so I can call you

b I can call the airline, and they will tell me if the flight is delayed

c I think if I am just out side of the exit arrival door at 17.30, that would

allow you time to pick up your luggage How does that sound?

d I think that would work out well, but what if the plane is late?

e If I can not fnd you at the airport, I can take a taxi

f Oh that’s great Thank you

g You don’t have to take a taxi I’ll be there

h Yes, that would help us find each other at the airport

Tourist : I am flying in next Sunday and was wondering if you

might be able to pick me up at the airport

Tour guide : I can pick you up What time does your flight arrive?

Tourist : My flight arrives at 17.00 in the afternoon

Tour guide: _

Tourist : _

Tour guide: _

 Learners are able to identify the content of an itinerary.

 Learners are able to follow step by step to produce a tour itinerary

 Learners are able to explain an itinerary for a certain group of visitors

1 Tour itinerary

Itinerary is a detailed plan for a journey indicating time and places to visit such as

various historical sites, places of cultural interest, or natural attractions an itineraryundertaken for cultural, educational, health, or sports purposes

a Itinerary is a plan of a journey which includes:

1 Dates, days, time of the tour

2 Accommodation (hotel classifcation, room types, length of stay, etc.)

3 Places of interest or attractions to visit and short interesting information aboutthem

4 Supporting Activities (shopping, lunch, break, leisure)

5 Route of the tour or sightseeing

6 Additional services: booking airline tickets, reserving train tickets, extraattractions, Entertainment, etc

b The language is consistent, clear, simple and interesting Consistency refers tothe way we write the time, days, dates, and to the usage of words or phrases eitherverb phrase or noun phrase

c Itineraries can be in the forms of table, list, or narrative

Activitity 1 Answer the following questions based on the itineraries above.

1 What information does each of them include?

2 What information is missing?

3 Is the language consistent, clear, simple and interesting?

4 In what form is each itinerary written?

5 Which form do you like best? Why?

6 Are there any items that need additional information? What are

they?

7 What are the strengths and weaknesses of the itineraries above?

Activitity 2 Translate these itineraries above into Vietnamese.

Activitity 3 Translate these itineraries below into English.

Homework: Reading the passage “Tour Itinerary”.

2 Developing an itinerary

Tour Itinerary

Tour itinerary is a tourist route that includes visits to various historical sites, places

of cultural interest, or natural attractions an itinerary undertaken for cultural,

educational, health, or sports purposes Tour itineraries may be worked out by travelagencies and organizations or by the tourists themselves.

In terms of their directional orientation, the various types of itineraries includelinear, circular, and radial ones Itineraries are also distinguished in terms of mode oftravel for examples: walking, cycling, automotive means, or water transport; in terms

of time of tour operation-year-round, seasonal, or one-time itineraries; and in terms ofthe different arrangements that maybe involved for group and individual itineraries Tourists may follow organized, or preplanned, tour routes (on the basis of touristorganization travel vouchers), or they maywork out their own independent itineraries.Organized tour routes are specially designed and equipped to offer tourists suchservices as excursions, tourist centres, and camp sites A special category of itinerariesconsists of fxed railroad, bus, ship, and airplane routes or some combination of these.Tourists may work out their own itineraries for example, for a day’s holiday, for a trip

of several days’ duration, or to engage in sports activities

In some countries, both domestic and international tour itineraries are worked outand arranged by special state or public tourist organizations, by the many privatetourist frms, and by such agencies as transportation company affliates and hotel chainsubsidiaries

Adapted from Shtiurmer (2016)

Activitity 4 Answer the following questions.

a Who should design tour itinerary ?

 The present simple tense can be used for a program or regular schedule which

is unlikely to change

 Future continuous tense can be used to to refer to temporary actions and

events that will be in progress at a particular time in the future

 Near future tense can be used to predict future events based on a present

We will be stoping for lunch in a very nice hilltop restaurant, and after a vsit to thecastle in the afternoon, we should arrive at tonight’s hotel around 6 p.m I’ll be tellingyou a little bit about the countryside and some of the places we pass, but for themoment, just sit back and relax Once, were under way, I’ll be passing through thecoach, so if you have any questions about the day, please ask me

Activitity 6 Listening again and answer the questions.

1 Why are the tourists going to be on the coach quite a lot?

2 Where will the tourists be having lunch?

3 What time should they arrive at tonight’s hotel?

Activitity 7 Look at the Hanoi one-day tour itinerary then present it in front of the class.

Homework: Collect or design a one-day and two-day tour itineraries in your area, then be ready to present your itinerary in front of the class in the next meeting.

Unit 4 Orientation Meeting and Briefing Objective

 Learners are able to prepare an orientation meeting or briefng

 Learners are able to give a warm welcome and inform adequate information about the tour to the visitors in the meeting

 Learners are able to conduct orientation meeting and briefng adequately

1 Orientation Meeting

Orientation meeting is to welcome and to give general information about the tourand is normally held once for a tour running more than two days The tourists of thistour are often arranged to arrive at the hotel before dinner time and the meeting is heldafter dinner

In the orientation meeting there are three main parts to be considered by a tourguide The contents of each part are as follows:

a Opening

1 Greeting and welcoming tourist

2 Introducing yourself on behalf of the company

3 Introducing the driver, co-driver especially for briefng

b Main information about the tour

1 Overview about the destination: location, history, climate, famous attracions adactivities

2 Route of the tour ( What tourist can see on the way, where tourist will stay, shop,eat, Estimating time of the tour, on the way, at the places, lunch, shopping, time to get

to the place of interest or attraction etc.)

c Closing

1 Last greeting

2 Wish the guests to have a nice stay

Activity 1 Read the following orientation meeting text presented by a tour guide Please, pay attention on the opening, main and closing parts of the orientation meeting.

Orientation Meeting

Good evening ladies and gentlemen Welcome to Sapa On behalf ofDreamTravels, we would like to welcome you to join our tour My name is Nhat Minh

or just call me Minh I’m the guide of your two-day tour in Sapa

Let me tell you about Sapa, which was established by French colonialadministrators in the early part of the 20th century Sapa is a small, mountainous town

in Lao Cai, located about 350km northwest of Hanoi This town lies close the borderwith China You can find the Hoang Lien Son mountains there, where locatedFansipan peak – so-called “the Roof of Indochina” at a height of 3143m above sealevel

In terms of its weather, Sapa is often described as having "all four seasons in a day"

- spring in the morning, summer in the afternoon, autumn in the evening and winter atnight This is often the case that on average, climate here is pretty cold, often foggyand it receives a decent amount of rain

Other things make your Sapa adventure become more attractive is that Sapa ishome of six main ethnic minority peoples When you get there, you also feel thespecial connection between Sapa nature and people For me, it is when the nature withall its resources always supports people On the other hand, local people are trying toprotect and keep the nature in its original state

As you know, most tourists agree that it would be regretful if the leisure andrelaxation time is not accompanied by visiting Sapa’s natural beauty spots, such asHam Rong Mountain, Silver Waterfall, and Ta Phin Cave With each touristdestination of Sapa, you will be involved in different activities For example, in TaPhin village, you can have a bath with the herbal medicine - a service offered by theRed Yao, experience the feeling of adventure in O Quy Ho pass and see the ripeningrice in Muong Hoa Besides, if taking a trip to Ta van village, you will get a chance to

do trekking, discover the local cuisine and learn more about the regional culturethrough market meetings and Sapa love market

Now, I would like to inform you about our itinerary On the frst day, we are going

to arrive in Sapa and have unch at the restaurant around 12.30 pm In the Afternoon,

We are going to start a 4-hour trek to visit Lao Chai – Ta Van and Giang Ta Chaivillage, exploring the local ethnic minorities life, admire the spectacular naturalscenery with the terraced rice fields In the eveving, I hope that you will enjoy thedinner with local specialty and your choice of spending the night at homestay withlocal family.

On the second day, Don’t miss waking up and enjoy the fresh air and atmosphere ofSapa At 9.00 am, we will be exploring Cat Cat – Shin chai village of H’mong – acolonial French discovered area and a renowned resort to officials from the earlytwentieth century, then arriving to Cat Cat village, we will be visiting the Hydro-power station, the waterfall of Cat Cat village, as well as learning about the culture,customs and unique people here with traditional crafts such as weaving, carved silver,hand forged agricultural tools After lunch time, it’s free time to walk around orshopping At 15.00 pm we are going to begin our journey back to Hanoi, end the tour

in Hanoi around 20.30

Thank you for joining this meeting I hope you will have a nice dream tonight and Iwill see you tomorrow morning at 7.45 down there at the parking area in front of thehotel Thank you Good night

Activity 2 Read the text again and underline the sentences of the opening, main and closing parts of the orientation meeting.

Activity 3 Translate the text into Vietnamese.

Homework: Preapare an orientation meeting for 2 day – 1 night itinerary.

Considering useful phrase:

How was your sleep last night?

Did you sleep well last night?

Welcome to …

Welcome to our frst day tour

On behalf of … Agent, I would like to thank you for …

My name is … and you can call me …

First of all I’d like to introduce myself, I am your guide of today

Allow me to introduce myself, I am…

Our driver is Mr…… , a very experienced driver He is the best driver for ourcompany.

Now, I would like to inform you about our itinerary

Our programme for is to visit

Thank you for joining this meeting I hope you will have a nice dream tonight

2 Briefing

Briefng is almost the same as an orientation meeting but it is much briefer and isoften given before getting in the tourist bus or entering a place of interest to deliverthe entrance ticket, to remind the local regulations, to tell the length of the visit, etc

In the briefng there are three main parts to be considered by a tour guide Thecontents of each part are as follows:

a Opening

1 Greeting and welcoming tourist

2 Remind satefy precaution and regulation in the bus

b Main information about the tour

1 Tour itinerary (What tourist can see on the way, where tourist will stay, shop,eat, Estimating time of the tour, on the way, at the places, lunch, shopping, time to get

to the place of interest or attraction etc.)

2 Health and safety

3 Tour regulations: going to toilet, time, etc

4 Local regulations; no footwear, taking pictures, etc

c Closing

1 Last greeting

2 Wish the guests to have a nice day

3 Ask the guests to get into the bus, remind their steps It’s for briefing out of thebus

Activity 4 Read the text presented by a tour guide Please, pay attention on the opening, main and closing parts of the tour briefing.

Tour Briefng

Good morning ladies and gentlemen Welcome to our frst day tour How was yoursleep last night? I hope you could sleep well I’m your guide of today and I hope you

still remember my name Oh yes, David, thank you Our driver is Mr Widyan, a veryexperienced driver His experience guarantees the safety of our trip and it is necessary

to keep cleanliness in our bus So please do not litter and put the rubbish into the trashcan available, thank you

Let’s have a look at our itinerary of today First, we are going to leave the hotel forHam Rong mountain As I told you last night, Ham Rong mountain which is about2.000 meters above sea level is often foggy, windy, rainy and cold in there I noticeeverybody is wearing jacket and also carrying an umbrella It will take an hour to gothere We’ll spend about 90 minutes there Climbing Ham Rong moutain, I’m sureyou can exercise your health and discover the natural beauty of life From the top ofthis peak, you can have a panorama over the surrounding area

After lunch, we’ll be trekking from hotel to exploring Cat Cat village of H’mong –

a colonial French discovered area and a renowned resort to officials from the earlytwentieth century, learning about the culture, customs and unique people here withtraditional crafts such as weaving, carved silver, hand forged agricultural tools Thiswalk will end at about 16.30 pm We’ll go back to the hotel

Now, let’s get into the bus Mind your steps Let me check to make sure thateverybody is here Mr and Mrs Black, Mr Lamb, Mr Lee, Ms Caterall is there, Mr.Nation, … Mr Bygate, not here yet He isstill in the toilet Oh, there he is All right, it

is time to go

Activity 5 Read the text again and underline the sentences of the opening, main and closing parts of the orientation meeting.

Activity 6 Translate the text into Vietnamese.

Homework: Preapare an tour briefing.

Considering useful phrase

Welcome to our frst day tour

How was your sleep last night.

Let’s get into the bus

Mind your steps

Watch your head

Be careful, it’s a bit wet and slippery

Our programme for today is to visit

Please help him to keep the cleanliness of the bus

Please do not litter but put the rubbish into the trashcan available, thank you

Unit 5 On tour Obiectives

 Learners are able to recognize and describe attractions and events

 Learners are able to give suffcient information on the way to the destination

 Learners are able to give satisfactory commentary about the tourist attractions

Tourist attraction a place that people visit for pleasure and interest, usually while they are on holiday.

Types of tourist attraction:

MuseumArt galleryTheme park

…

Music/ art festival

Activity 1 Read the descriptions of two famous buildings in Paris Each

description has four sections Which section:

- Describe the use and function of the building

- Describe where and why it was built

- Give a general physical description

Language used to writing description: Passive verbs and preposition

Passive verbs: are the verbs using in passive forms.

+ Present passive describes a scene process or situation that exists in the present.

Example: The main hall is used for special occasions.

+ Pass passive describes a finished action rather than a situation that exists now.

Example: The walls was added in 1654.

Passive with preposition “by, of, for”: It is used to add more information after a Passive verbs form.

+ By: mention who made or did something

+ Of: Describe the material that is used to make something

+ For: Talk about the purpose of or reason for doing something.

Activity 2 Find a form of these verbs in the descriptions in Reading.

Activity 3 Underline:

- Passive and actives sentences

- Present passive and past pasive sentences

- Preposition used to describe:the person did something, the reason or function,

the material used

Activity 4 Write down a short description using these notes

Homework: Think of five attractions or places of interest in your area Take pictures and give description to each of them.

2 Written and spoken descriptions

Warm-up: Showing five attractions or places of interst and give description to

each of them

Activity 5 Listen a tour guide describing the Festa del Redentore in Vience As you listen, follow the written text and indicate places where the guide (unit 7 – tourism 2)

- add something that is not in the text

- misses out, changes, or uses different words

Activity 6 Listen again Complete the key expressions used by the guide.

Activity 7 Look at the comparison between the characteristics of written and spoken descriptions

Activity 8 Work in groups Think of one attraction from your country Write a

short description and present it in front of the class.

Homework: Write a description of your country/region then ask your partner for checking any corrections or improvements.

3 Guiding language

There are number of different forms which occur frequently in guiding language

Activity 9 At which stage of a tour would you expect to hear the expressions listed below? Write you answer in the table.

a if you look to your left in a moment,

you will see…

1 When checking arrangements with

other tourism service providers

2 When talking to passengers at the

start of the tour

3 When talking to passengers during

the tour

4 When talking to tour operator

5 When talking to passengers when

getting off the coach

b Hi,this is Sarah, the guide from

Galloway Tour.

c Please be back on the coach in 30’

d Can you all hear me OK?

e If that’s a problem, call me back on

the mobile.

f is the temperature OK?

g while I’ve got you, can I just check

something else?

h.we’re going to take a break here.

i for the moment, just sit back and relax

j Hi, this is Sarah again There’s

another problem.

k So, I’ll tell you something about…

l I’m just checking you got my message

m Your driver today is Ken

n Please be careful as you get off.

Activity 10 Listen to Jenny talking in a bus tour and underline any useful expressions for guiding language (unit 4 E for international tou).

Indication position:

In front of you is ………

On your left/ right, you will see ……

It will take minutes to go to

As we turn the corner here, you will see…

If you look up, you will notice

We are now directing south

We are now directing north to

On our left is and our right side is

In a few minutes, we’ll be passing ………

Alright, now we are on ………

We are now entering …

We have here on your left …

Ladies and Gentlemen, in front of you is …

On the same side we also have …

We are approaching a very attractive …

We will be here for hours I’d like to point out …………

Oh my God, look at your right It is an accident

Our visit of today will last …

Thank you for your attention ladies and gentlemen

Activity 11 Work in group Prepare a short bus tour for part of your town or city Use pictures and draw a map of the route Consider the following points

- places of interest

- factual information (opening and closing time, prices)

- any other interesting facts

Other students listens the bus tour and ask questions about the places of interest

- what time does it open/close? How long does it last?

- How much does it cost? Can I…….?

Homework Prepare a bus tour using guiding language for a group of tourist

in a town or city.

4 Explaining arragements

Explaining arragements for tourist could be used to describe: a timetable

management, a definite arrangemant, a future action over a period of time or an actionthat will happen as a part of schedule, an intention, a decision to do something not pre-arranged

Activity 12 Look at these sentences Which forms are used to describe?

5 a decision to do something not pre-arranged.

a You’re not getting in until 9.00 pm

b I’ll be looking after you today.

c We’re going to be on the coach quite a lot today

d We’re taking a scenic route through the countryside

e We will be stopping for lunch in a very nice hilltop restaurant

f I’ll be telling you a little bit about the countryside

g I’ll tell you something about this traditional dress

h We’re going to have to take a two-hour break

i We’re going to take a break here

j The coach departs at 11.05 precisely

k There’ll be a lot of coaches parked here

How to explain arragements

- Present simple: talk about a timetable event

Example: The coach departs at 10.30 on Sundays

- Present continous: talk about a pre-arranged event, but not one that is a part of a

regular programme or timetable

Example:The coach is leaving in five minutes

We’re all going to the club tonight

- Will future: decide what to do at that particular moment.

Example: I’ll wake you up before we arrive

- Future contunous: talk about what will be happening at a certain point in the

future

Example: During the journey, we’ll be offering you a complimentary drink

- Going to future: talk about the intentions We have already dicided what to do

Example: I’m going to read out your names to check you’re here

Activity 13 What are the different tenses used in these sentences? Choose from the following.

a You’re not getting in until 9.00 pm

b I’ll be looking after you today

c We’re going to be on the coach quite a lot today.

d We’re taking a scenic route through the countryside

e We will be stopping for lunch in a very nice hilltop restaurant

f I’ll be telling you a little bit about the countryside

g I’ll tell you something about this traditional dress

h We’re going to have to take a two-hour break

i We’re going to take a break here

j The coach departs at 11.05 precisely

k There’ll be a lot of coaches parked here

Activity 14 Put the verbs in brackets in the correct tense.

1 You say these are two extra dinner? In that case, we ……… (set) an

5 Later on I ………… (give out) questonaires for you to fill in.

Preparing notes for commentaries

Discussion: What should a tour guide prepare notes for commentaries

Activity 15 Work in group of four Read 2 sections below of the commentary and itinerary what the speakers actually say these notes.

Activity 16 Prepare a tour guide note and say what the guide would say for this note.

Homework

5 Problems on tour

Identify these problems on tour

Activity 17 Listen to a guide dealing with a problem on a coach Which of these situations has occurred? (tourism 2 – unit 8)

1 Coach breaks down on the motorway

2 Coach breaks down on the centre

3 Driver feels very ill and can’t continue

4 One of the passengers faints

5 Air-conditioning breaks down

6 One of the passengers gets very upset

Guidelines given to tour guides

1 Listen to the customer

2 Apologize

3 Show sympathy and understanding

4 Address the customer by name

5 Explain and clarify

6 Calm the rperson/ people if they are agitated

7 Solve the problem or offer a plan of action

8 Use the support of colleagues and supervisors if necessary

9 Make sure the customer knows exactly what you’re going to do

10 End the discussion

Language of calming and dealing with crisis

- Imperative

Example: Calm down/ Try to realax/ Look at me/ Don’t worry/ Please don’t

apologize

- Let SB do something (allow someone to do something)

Example: Let me explain/ please help us to help you

- Let’s infinitive without to (mean a suggestion)

Example: Let’s go and ask at the desk

Activity 18 Look at this list of guidelines given to tour guides And match these expressions with the guidelines.

Tour guide expressions

a Oh dear, that sounds terrible Have a seat

b Try to relax I’m sure it’ll be all right

c Please calm down

d Do you all understand what we’re going to do

e Let’s go and ask at the desk to see if they know anything

f I’m afraid I’m going to have to talk to my head office

g I don’t think there’s any point continuing with this discussion

h This is the paln of action: we’re going to…

Activity 19 Work in pairs Choose one of these situations from the list below What would you say?

a You have fifty passengers on the coach but the microphone is not working.

b Some of the passengers say they booked a tour to a historic building, but you

are already heading for a theme park

c As you are just setting off, there is loud bang from the engine and the coach

stops

Homework: Choose one of these situations from the listening in activity 17 What would you say?