问题 问答题

全陪和领队之间有矛盾
导游员老宋接待一个来自欧洲的旅游团,当老宋在火车站月台上刚见到旅游者,该团的全陪就马上过来跟他说,领队非常难以合作,自高自大,从来不把地陪和全陪放在眼里。全陪希望在当地所有事情上,老宋应先和他统一意见后再去与领队沟通,而且对领队态度应该强硬,不要让步。老宋以前曾与那个领队合作过,而且还配合得不错。他不能理解为什么这次全陪会有这种看法。后来经过了解和观察,老宋发现全陪和领队都是为了维护自己旅行社的利益而看问题的角度不同,做法有点不一样,因而出现了一些分歧。此外,因为全陪的语言水平不太高,不能很好地理解领队的意思,所以两人之间就产生了误会。由于缺少沟通,更导致了矛盾的出现,影响全团旅游计划的顺利实施。作为地陪,老宋也感到了全陪和领队的不和给他的工作带来的压力。当晚,老宋把全陪和领队叫到下榻饭店的酒吧,希望大家能好好沟通一下。结果各不相让,最后不欢而散。

答案

参考答案:正确处理方法:
当导游服务集体成员之间出现矛盾、分歧时,大家首先要做到互相尊重对方的权限,维护对方的利益。这是处理相互关系的准则。其次,大家都要“求大同存小异”,积极主动地配合对方的工作。最后,如果还有分歧,双方就以旅游协议为依据,严格按照旅游接待计划以及操作规范来进行工作。为了使旅游计划能顺利实施,使旅游者获得满意的服务,导游服务集体成员之间要建立良好的协作关系,彼此尊敬,取长补短,切实做到有事大家商量,出现问题大家来共同解决。

解析:
在实际工作中,导游服务集体成员之间出现矛盾、分歧和意见都是正常的,主要原因是他们之间缺乏沟通和交流。由于他们之间有不同的利益,不同的职责范围,所以有不同的工作观点也很正常。出现了矛盾、分歧和意见都是属于工作层面上的问题,只要通过导游服务集体的成员各自的努力,好好沟通,是完全可以解决的。

阅读理解

阅读理解。

     Grandpa Nybakken loved life-especially when he could play a trick on somebody. At those times, his

large Norwegian frame shook with laughter while he pretended innocent surprise, exclaiming, "Oh,

forevermore!" But on a cold Saturday in downtown Chicago, Grandpa felt that God played a trick on him,

and grandpa wasn't laughing.

     Grandpa worked as a carpenter. On this particular day, he was building some boxes for the clothes his

church was sending to an orphanage abroad. On his way home, he reached into his shirt pocket to find his

glasses, but they were gone. He remembered putting them there that morning, so he drove back to the

church. His search proved fruitless.

     Suddenly, he realized what had happened. The glasses had slipped out of his pocket unnoticed and fallen

into one of the boxes, which he had nailed shut. His brand new glasses were heading for China!

     The Great Depression was at its height, and Grandpa had six children. He had spent twenty dollars for

those glasses that very morning.

     "It's not fair," he told God as he drove home in frustration."I've been very faithful in giving of my time

and money to your work, and now this."

     Several months later, the director of the orphanage was on vacation in the United States. He wanted to

visit all the churches that supported him, so he came to speak on Sunday night at my grandfather's small

church in Chicago. Grandpa and his family sat in their usual seats among the small congregation (教堂会众).

"But most of all," he said, "I must thank you for the glasses you sent last year."

     "Even if I had the money, there was simply no way of replacing those glasses. Along with not being able

to see well, I experienced headaches every day, so my co-workers and I were much in prayer about this.

Then your boxes arrived. When my staff removed the covers, they found a pair of glasses lying on the

top." After a long pause, he continued, "Folks, when I tried on the glasses, it was as though they had been

custom-made just for me! I want to thank you for being a part of that!"

     The people listened, happy for the amazing glasses. But the director surely must have confused their

church with another, they thought, there were no glasses on their list of items to be sent overseas.

     But sitting quietly in the back, with tears streaming down his face, an ordinary carpenter realized the

Master Carpenter had used him in an extraordinary way.

1. Which of the following is NOT true about Grandpa Nybakken according to the passage?

A. He was an outgoing man and held an active attitude towards life.

B. He had a large family to support.

C. He was a carpenter working in the church.

D. He was a loyal Christian.

2. The people in the church but Grandpa felt confused at what the director said because _______.

A. Grandpa didn't tell the director that he was the owner of the glasses

B. the director wanted to return the glasses even though he liked it

C. the director could not get such glasses in their own country

D. the glasses were not included in the donation list

3. Who does "the Master Carpenter" in the last paragraph probably refer to?

A. Grandpa's master.

B. One of Grandpa's friends.

C. God.

D. Grandpa's co-worker.

4. Which can be the best title of the passage?

A. Grandfather's life

B. The Helpful Donation

C. The Perfect Mistake

D. An Impressive Speech

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