河北科技师范学院
《旅游英语》课程实习报告
院 （系）： 工商管理学院 专 业： 旅游管理 班 级： 1201班 姓 名： 王金鑫
《旅游英语》课程实习报告
——秦皇岛野生动物园
一、 实习目的
通过理论与实际的结合、个人与社会的沟通，进一步培养自己的业务水平、与人相处的技巧、团队协作精神、待人处事的能力等，尤其是表达、和处理问题的实际工作能力，以便提高自己的实践能力和综合素质，同时也提高自己独立分析问题，解决问题的能力，以及自己的组织能力，使自己的整体素质得到提升。适应工作岗位的需求，在实践中充分运用所学的知识，使自己的专业知识更具专业化。希望能帮助自己以后更加顺利地融入社会，投入到自己的工作中。
二、 实习单位简介
秦皇岛野生动物园,位于举世闻名的北戴河风景区,绿树金沙环碧海的海滨国家森林公园内。面积334公顷，是亚洲占地面积最大，自然环境最优美的野生动物园。秦皇岛野生动物园利用森林公园得天独厚的森林资源和优美的自然环境，采用大圈散养的方式，建成猛兽区、热带动物区、草食动物区、非洲动物区、中心娱乐广场等20多处动物观赏及娱乐休闲景区；在这里，郁郁葱葱的绿色林带与绵延二百华里的海岸沙滩。辽阔无际的大海交相辉映形成一幅绝妙的天然画卷。大自然的恩赐加上人们的精心雕印，赋予这里得天独厚的观赏内涵。在充分保护和利用现有资源的条件下，动物园采用大圈散养的方式，将动物分区隔离散放，营造返朴归真、回归自然的氛围，形成人与自然相融、人与动物易位的旅游特色。 园内放养着80余种5000多只动物，有世界珍禽名兽和我国一、二级保护动物，如东北虎、非洲狮、长颈鹿、斑马、棕熊、黑天鹅等。
秦皇岛野生动物园充分利用林海、绿地为各类野生动物提供休养生息的乐园，模仿各种动物的原生环境，在充分保护和利用现有资源的条件下，将动物分区隔离散放，营造返朴归真、回归自然的氛围，形成人与自然相融的旅游特色。100余种5000多头（只）野生动物在模拟的原生环境中悠然自得，尽显它们的野性和活力，游人或与动物直接接触或乘车穿梭于各类动物生活小区，人在游车上，车在兽中行。
三、实习过程及内容
在这次旅游英语教学实习中,我选择了在秦皇岛野生动物园做一名英文讲解员。秦皇岛这个旅游城市，每个暑期旺季游客都是接踵而至，作为一名即将毕业的旅游管理专业大四学生，过去的三个暑期，我都义无反顾的选择了旅行社作为实践单位，因此对于导游讲解工作
有一定了解。但是，在之前的工作中，我深知自己能力的不足之处，这次挑战英文讲解员，更是感觉压力很大，为期10天的教学实习即将结束，实习内容如下。
首先，是准备阶段。到景区之后发现我的工作主要是导游英文讲解工作，语言的隔阂虽然觉得很辛苦但是也确实学到了很多书本上学不到的知识。在这个景区里我们每天面对的景色是一样的，但是游客却没有一样的。虽然导游词都是固定的东西，但对于不同职业的游客我们的表达方式也不同。第一阶段就是英文导游词和讲解能力的准备，首先你得明白游客们想听些什么，想听怎样的讲解。像我这样的景区新导游第一天上岗，总觉得最重要的是背好景区材料，把它们背得烂熟，张口就不会停顿，这就是表示自己 已是一个合格的导游了，但是通过几次带团我发现其实完全不是这么回事。专业的导游就是不仅要成为“杂家”，还要成为某一领域或某些方面的专家。“工欲善其事，必先利其器”。要想成为专业的导游，还必须熟练掌握导游语言的基本技能。因为它是我们传播知识、沟通思想、交流感情的强大工具。其中最重要的口头语言表达，这是我们工作中最普遍、最常用的一种语言表达形式。人们常说看景不如听景。给游客讲解就是要像在和朋友聊天。你把游客看作朋友，眉飞色舞地给讲游客不知道的事情，才能抓住他们的注意力。其次是讲解技巧，它是一个很深奥很复杂的东西，其实有那么几条挺简单、易操作的规律。第一就是你讲什么都要和客人家乡或他熟悉的东西对比着讲。你对一个人讲一大堆他不熟悉的东西他会越听越累，但你提到他家乡的东西、他熟悉的东西，他必会来精神。就是要在掌握有关旅游方面的知识同时还要了解许多关于其他专业的学问，可以说是要“上知天文，下知地理”。其次，不但专业知识和
个方面知识要扎实，而且还要有良好的心理素质和应变能力，可以说是脑体高度结合。
在讲解过程中，我是以下列的标准严格要求自己：迎客走在前，送客走在后；全程讲解，讲解词熟练，知识面广，做到游客有问必答，满足游客的合理要求。结合景点自然景观传播科普知识。及时有效地讲解景区线路中有关注意事项和旅游知识，随时解答游客提问，不得敷衍。做到站姿标准，讲解生动，语言文明规范，仪表整洁，举止端庄。接待热情耐心，微笑服务。对需要帮助的游客主动帮助，给予特别关照。听取游客批评意见时，态度诚恳，虚心接受。使用普通话接待观众，使用文明礼貌用语，说话得体，语言亲切。在讲解、介绍中不得欺骗、胁迫游客消费。不得向游客索取小费及提出其他要求。
其次，实习过程中有很多不足之处。到野生动物园的第二天，刘经理耐心的给我们培训。加强了我们的业务学习能力，提高了自身职业技能和综合素质。我们做得不妥、说得不当的地方，她都会认真给我们指出，并给我们做标准示范，直到我们都学会为止。
刘经理的尽职尽责感染着每一位同事，我们严格要求自己向她学习，以便更好、更快的胜任我们的本职工作。
“三人行，必有我师。”我们给游客讲解景区景点就是一个资源共享的过程，不单单是游客一味听讲解人员的介绍，互动的讲解不仅能够提高我们的讲解水平，还可以通过吸收游客提供的信息资源增加我们的知识面。一次带团过程中，走在回程的百花园时，我向游客介绍了我们百花园中花的种类和习性，其中有一位外国友人非常感兴趣，连续问了好多关于花种的资深问题，我并没有回答上来，当时真的感觉自己才疏学浅，很多词语不会用英文表达，词汇量很欠缺。游客是俄罗斯人，我就从这点切入，在与她的交谈中，我了解到更真实的、更确切的俄罗斯民族风情。我感激的说：“谢谢您！给我们提供这些很有价值的信息。”我们一直苦于收集这方面的资料，您帮了我们的大忙。为了更多的了解俄罗斯民族的信息，我曾到书城查找过资料，但是由于资源有限，掌握的信息并不全面。根据这位游客的指点，通过网络搜索，我对俄罗斯民族有了更深刻的了解。诸如此类的例子还有很多，就不一一给大家列举了。在工作中我也看到了自己的不足之处，比如：普通话不够标准；知识面不够广；工作中没能很好的发挥自己的潜能。相信通过努力，我能改善自己的不足之处。
四、实习心得体会
通过这段时间的实习，学到一些在学校里学不到的东西。因为环境的不同，接触的人与事不同，从中所学的东西自然就不一样了。要学会从实践中学习，从学习中实践。我们不只要学好学校里所学到的知识，还要不断从生活中，实践中学其他知识，不断地从各方面武装自已，才能在竞争中突出自已，表现自已。这段时间在景区实习,对我来说受益匪浅，这次实习也让我发现书本上的知识与实际问题的差距，对旅游这一行业有了更深的体会。在实习期间我体会到旅游这个行业中旅行社和景区的定位,在旅游业这样的服务性行业所需要的人才不仅是要有一定的专业知识，还需要你懂得如何为人处事和接人待物，以及对游客的耐心以及责任心。着实更为重要的在实际的过程中我才真正发现自己学识的浅薄，经验的缺乏，真是学到用时方恨少，我感觉在学校学到的理论知识和自己在工作中实践其实并不是一个概念，在实习期间所学习到的社会经验和团队精神将会使我终身受益。
The Internship Report on《Tourism English》 ---Qinhuangdao wildlife park This internship, I learned to use the knowledge to solve simple problems of method and skills, learned and employee colleagues communication effective methods. Accumulation of dealing with interpersonal relationship question experience method. At the same time I experienced social work hard, through practice, let me in the society under his temper, but also exercise of willpower, training their hands-on ability, enhance their practical skills. Accumulated experience in social work is simple, for future work also laid some foundation.
First. the purpose of the internship
Through the combination of theory with practice, personal and social communication, to further develop their business level, and interpersonal skills, team spirit and ability to treat people doing things, especially the expression, and the actual work ability to deal with problems, in order to improve their practical ability and comprehensive quality, but also improve their independent analysis problem, problem-solving ability, and their ability of organization, make oneself of the overall quality improved. Meet the requirement of jobs, the full use of learned knowledge in practice, make their own professional knowledge is much more professional. Hope to be able to help you more smoothly after into society, into their work.
Second, the internship units
Qinhuangdao wildlife park, located in the world-famous beidaihe scenic area, the green trees and blue sea beach sands ring national forest park. Area of 334 hectares, covers an area of the largest in Asia, the natural environment is the most beautiful wild zoo. Qinhuangdao wildlife park use forest park advantageous forest resources and beautiful natural environment, with the method of big circle range, built a disaster area, herbivore faunal region, Africa, tropical faunal region faunal region, center entertainment square more than 20 animals such as ornamental and entertainment leisure scenic area; Here, the lush green forest and two hundred li of coastal beach. Hand in photograph reflect vast expanse of the sea to form a wonderful natural landscape. The gift of nature and the meticulously carved prints, unique ornamental connotation given here. Under the condition of full protection and use of existing resources, the zoo with the method of big circle range, isolates
animal partition onto, build the atmosphere with piao guizhen, natural regression, forming human in harmony with nature, human and animal tourism characteristics of translocation. Park holds more than 80 kinds of more than 5000 animals, has the world rare beast and first and second class protected animals, in our country such as the east-northern tiger, lion, giraffe, zebra, brown bear, black swan, etc.
Qinhuangdao wildlife park take full advantage of the beautiful, green space to provide all kinds of wild animals to recuperate, imitate various animals native environment, under the condition of full protection and use of existing resources, animal partition of the isolation scatter, build the atmosphere with piao guizhen, natural regression, the formation of tourism features of man and nature in harmony. More than 100 kinds of more than 5000 wild animals (only) in the simulation of the native environment naturally carefree, all show their wild and vitality, visitors or direct contact with animals or drive through all kinds of animals living community, people on the block, the car in the beast.
Three, the internship process and content
In the tourism English teaching practice, I chose to do an English commentator in qinhuangdao wildlife park. Qinhuangdao this tourist city, every summer season for tourists is followed, as a potential graduate students majoring in tourism management, the last three summer, I went ahead to a travel agency as the practice unit, thus to guide work have a certain understanding. But, in the previous work, I know my ability deficiency, the challenge to English announcer, but also feel a lot of pressure, a 10-day teaching internship is coming to an end, practice content is as follows.
First of all, is the preparation stage. Later found out that my work is mainly to the scenic spot tour guide English interpretation work, language barriers while it is true feel very hard but also learned a lot of books to school less than knowledge. We face every day in this scenic view is the same, but tourists have no the same. Although commentaries are fixed things, but for different professional visitors our expression is also different. The first stage is English commentaries and explain ability of preparation, first you have to understand what visitors want to listen to, want to listen to how to explain. Scenic spots like me the first day of a new guide, always feel that the most important is material back good scenic spot, and put them back to mature, open mouth will not stop, this is what I have said is a qualified tour guide, but by several times of tour I found in fact is not the way
it is. Professional tour guide is not only to be "sage", to become an expert in one field or some aspects. "To do a good job, must first sharpen his". If you want to become a professional tour guide, must also be skilled tour guide language basic skills. Because it is our communication knowledge, communication, thoughts, feelings a powerful tool for communication. One of the most important spoken language expression, which is the most common in our work, the most commonly used a form of language expression. People often say that the scene than listen to view. To tourists is to be like in the chat with my friends. The travelers as a friend, you speak cheerfully to tourists don't know, to catch their attention. Second is about skills, it is a very deep and complicated things, in fact, there are so few is quite simple, easy to operate. The first is what you speak and guests home or his familiar things compared with speaking. You tell a man he is not a lot of familiar things will listen to more and more tired, but you mentioned that his hometown, he is familiar with, he will come to mind. Is to master the knowledge about tourism also know a lot about other professional knowledge, can say is "top know astronomy, bottom know geography". Second, not only solid professional knowledge and knowledge of aspects, but also have good psychological quality and strain capacity, can be said to be NaoTi highly integrated.
In the process of interpretation, I in the following standard strict request myself: goeth before, and to welcome in north fujian go back; Full explanation and interpretation of the word skilled, broad scope, do tourists a craigslist, meet the reasonable requirements of tourists. Combined with the scenic natural landscape spread scientific knowledge. Explain scenic line in the relevant matters needing attention in a timely and effective manner and tourism knowledge, solve visitors to ask questions at any time, may not be perfunctory. Do standard posture, vivid, civilized language specification instrument neat, behaved. Received warm-hearted, service with a smile. For tourists to help in need of help, to give special attention. Listen to the criticism, visitors genuine, accept modestly. Use mandarin, reception of the audience, the use of polite language, know the right thing to say, the kind of language. In explanation, introduction of deception, coercion tourists consumption. Shall not be tipping to tourists and other requirements are put forward.
Second, the internship process has many disadvantages. To the zoo the next day, Eva airways had scheduled another round-trip charter of patient training for us. Strengthens our business ability to learn and improve their professional skills and
comprehensive quality. We have done wrong, speak in inappropriate places, pointed out that she gave us will seriously and give us a standard demonstration, until we all learn. Eva airways had scheduled another round-trip charter conscientious infected with every colleague, we are strict with oneself learn from her, so as to better and faster for our job.
The company of everyone." We to tourist scenic spots is a process of resource sharing, not just the tourists just to listen to explain, interaction can not only improve the level of our interpretation of the interpretation of, can also by absorbing the tourist information resources increase our knowledge. A process of tour, walk in when the return of the gardens, I introduced the kinds of flowers in our gardens to the tourists and habits, one of them is very interested in foreign friends, asked many questions about the senior of flower seeds in a row, I did not answer, when really feel pretty good, a lot of words can't express in English, vocabulary is very lack. Visitors were the russians, I would cut in this way, the conversation with her, I learned more real, more exact Russian ethnic customs. I am grateful to say: "thank you! Give us these valuable information." We have been struggling to collect this information, you helped us a lot. In order to know more about Russia's national information, I had to book city to find information, but due to limited resources, information is not comprehensive. According to the tourists, to search through the network, I for Russian people have a deeper understanding. There are plenty of examples, such not to list one by one. At work I also see their own shortcomings, such as: mandarin is not standard; Wide knowledge is not enough; Work not good play to their potential. Believe that through the efforts, I can improve my own shortcomings.
Four, the internship experience
Through this period of practice, learn some things not learn in school. Because of the different environment, contact with different people and things, to learn what nature is not the same. Learn to learn from practice, from learning in practice. We don't just learn in the school have learned knowledge, but also constantly from life, practice middle school other knowledge, armed themselves from various aspects, to stand out from already, in the competition of show. This period of time worked as an intern in the scenic area, is a boon to me, this practice also let me find the book knowledge and the gap between the actual problem, to travel the industry had a deeper experience. During the internship I understand the tourism travel
agencies and scenic spot in the industry positioning, such as tourism service industry needs talents not only to have certain professional knowledge, also need you to understand how people skills and treat people, as well as to the tourists of patience and responsibility. Is more important in the process of actual I really found himself learning shallow, and the lack of experience, when you use knowledge, you will find you really learn, I feel like a school of theoretical knowledge and their work in practice is not a concept, during the internship to social experience and team spirit will make my lifelong benefit.