作者：全国导游人员资格考试教材编写组
页数：296
出版社：旅游教育出版社
出版日期：2022
ISBN：9787563744336
电子书格式：pdf/epub/txt
内容简介
《导游业务》（第7版）
本书严格依照文化和旅游部发布的《2022年全国导游资格考试大纲》进行修订，内容涵盖导游服务、导游、团队导游服务规范、散客导游服务规范、导游语言技能、导游带团技能、导游应变技能、导游相关知识等导游工作的方方面面，完整覆盖考试大纲所提到的导游业务基础、服务规范、导游技能、应变处理、相关知识等各个考点，对于新形势下，导游需要掌握的新型冠状病毒肺炎疫情常态化防控措施、研学旅行的安全常识等也进行了重点讲解，并对一些容易出错、过时的信息，如出入境相关知识、相关购票和携带物品的规定等均进行了再次核实与更新。本次修订充分考虑了导游人员的知识需求，内容直击导游考试考点，讲解详尽透彻，同时以二维码形式搭配了立体化学习资料，方便学生抓重点、克难点，真正做到了好学、好记、好考。
本书特色
20余年反复精心打磨的经典考试培训教材！
全国顶级旅游专家与历年培训老师联袂编写！
教材精准无缝紧密贴合2022年全新考试大纲！ 专业化、立体化、全面化
专业化
20余年反复精心打磨的经典考试培训教材！
全国顶级旅游专家与历年培训老师联袂编写！
教材精准无缝紧密贴合2022年全新考试大纲！
立体化
立体化教学：模拟导游视频、实操文本、模拟题、景点实景图、考点速记一扫就会！
“我是导游”APP平台：配套电子书、在线题库、在线模拟试卷、导游词，碎片时间高效学习备考！
全面化
分章模拟试题、考前冲刺试卷，多角度直指考点！
全方位、多角度、立体化教学助您导游考试轻松过关！
目录
第一章 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
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
