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本教材严格按照 颁布的 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 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。

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

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书籍介绍

《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。