问题 问答题

旅游团回程买不到卧铺票
导游员小陆作为全陪带一个40人的旅游团到东北旅游。按计划全体客人将在今天中饭后乘坐卧铺返回原居住地。前一天晚上,当地地接社的票务员就告诉小陆,由于正值旅游旺季,卧铺火车票无法买到,全体客人只能乘硬座返回。小陆知道情况后没有马上把事情真相告诉客人,因为一路上小陆与客人相处并不好,怕客人知晓没有卧铺票后会闹事。不如到了车站再告诉客人,那时别无选择,客人们不走也得走。当小陆在火车站上车前把卧铺改硬座的事实告诉游客时,大部分旅游者都非常气愤,批评小陆欺骗大家,拒绝上车,要求小陆所在的旅行社做出计划上承诺的安排。无奈之下,小陆只能打电话与自己的旅行社联系,最后在地接社和组团社的努力下,终于买到了次日的卧铺火车票。但是整个旅游团要在当地再待上一天,旅行社要为此支付很大的费用,也造成了声誉损失。旅游者返回原地后,还写信投诉了小陆。

答案

参考答案:正确处理方法:
遇到类似情况导游人员应该:(1)马上与自己的旅行社和地接社进行联系,寻求解决方法。如果通过努力无法改变现状,导游人员应该向领队或全陪说明事实,争取他们的理解和支持,并商量解决办法;(2)向旅游者说明原因,以便取得他们的谅解;(3)更好地为旅游者提供服务,甚至提供一定物质补偿;(4)如有必要,事后请旅行社领导出面向客人表示道歉。

解析:
在国内旅游中,类似事件时常发生,特别在旅游旺季。虽然没有购到卧铺火车票的原因不在导游人员身上,可是导游人员有义务把事情处理妥当。这是导游人员,无论是地陪还是全陪的工作职责之一。在本案例中,导游人员自作聪明,希望通过既成事实来解决问题,结果适得其反,引起旅游者的更大不满,最后造成旅行社在经济和名誉方面的损失。如果导游人员在事情开头时就向全体客人说明情况,尊重旅游者的意见,并与旅游者共同协商解决办法,旅行社就不会蒙受如此重大的损失。

单项选择题
单项选择题

Cooperation is the common endeavor of two or more people to perform a task or reach a jointly cherished goal. Like competition and conflict, there are different forms of cooperation, based on group organization and attitudes.
In the first form, known as primary cooperation, group and individual unite. The group contains nearly all of each individual’s life. The rewards of the group’s work are shared with each member. There is an interlocking identity of individual, group, and task performed. Means and goals become one, for cooperation itself is valued.
While primary cooperation is most often characteristic of preliterate societies, secondary cooperation is characteristic of many modem societies. In secondary cooperation, individuals devote only part of their lives to the group. Cooperation itself is not a value. Most members of the group feel loyalty, but the welfare of the group is not the first consideration. Members perform tasks so that they can separately enjoy the fruits of their cooperation in the form of salary, prestige, or power. Business offices and professional athletic teams are examples of secondary cooperation.
In the third type, called tertiary cooperation or accommodation, latent conflict underlies the shared work. The attitudes of the cooperating parties are purely opportunistic; the organization is loose and fragile. Accommodation involves common means to achieve antagonistic goals; it breaks down when the common means cease to aid each party in reaching its goals. This is not, strictly speaking, cooperation at all, and hence the somewhat contradictory term antagonistic cooperation is sometimes used for this relationship.

The underlined word "cherished" in Paragraph 1 is closest in meaning to ______.

A.prized

B.based on

C.defined

D.set up