来源：广东省导游人员考评委员会《广东省2026年全国导游资格考试现场必读（英语）》。本文完整转载官方原文，如与官方文本有出入，以广东省导游人员考评委员会当年公告为准。
三、特殊问题的处理方法（QUESTIONS AND ANSWERS ON WAYS OF SOLVING SPECIAL PROBLEMS）
1. What should the tour guides do when they discovered that an old man in the group is missing while they sightseeing in a tourist resort?
(1) In this case, the tour guides should first try to find out when and where he was missing and then the national guide and the tour escort should look for him separately, while the rest of the group should follow the local guide to proceed with the tour.
(2) If they failed to find him, they should apply to the nearby police station and the management of the tourist resort for help.
(3) In the meantime, they should call up the hotel to find out if the man has been back there.
(4) If not, they should phone to report the case to the local travel service and…
(5) They should get prepared to deal with possible problems arising from the event.
(6) Finally, they should write out a report on the event.
1．某旅行团在景点游览时，发现少了一个老年游客，导游人员应如何处理？
答：（1）了解情况，迅速寻找。一般是全陪、领队分头寻找，地陪带领其他游客继续游览。
（2）向当地派出所和景点管理部门求助；
（3）与饭店联系，询问该游客是否已回饭店；
（4）向旅行社报告；
（5）做好善后工作；
（6）写出事故报告。
2. What should the tour guide do if someone in the group is suspected of suffering from an infectious disease?
(1) In this case, the tour guide must first try to find out the details of the patient’s condition.
(2) And then, he should report the case to the local travel service and then to the quarantine and epidemic prevention departments.
(3) If they consider it necessary to do epidemiological examination, the tour guide should talk over the matter with the tour leader and persuade the patient to have his health checked and his blood serum tested.
(4) If the patient is proved to be infected with contagious disease, he must be isolated for treatment or other measures will be taken according to the requirements of the departments concerned.
(5) If the patient is a foreigner, he would be required to leave the country ahead of schedule. In this case, the tour guide must help him with the exit formalities.
(6) After the event, the tour guide should submit a written report to departments concerned, stating clear the details of the case and measures taken.
2．某旅行团中有一游客患有传染病，导游员应如何处理?
答：（1）详细了解客人提供的情况及弄清患者的健康情况；
（2）向旅行社领导及当地防疫、卫生检疫机关汇报；
（3）如有关部门认为应对其进行防疫检查，应经领队和患者本人同意后，送患者到当地防疫站进行血清检验和检查；
（4）如查实确患传染病，应遵照有关部门意见进行隔离或采取其它措施；
（5）如患者是国外游客，应向患者及领队说明，按我国规定患者需提前出境，并帮其办理有关手续；
（6）将详细情况及处理经过以书面形式向有关方面汇报。
3. What would the tour guide do in case a tourist in the group suddenly has a heart attack?
(1) If the tourist is surely suffering from heart attack, the tour guide should immediately help him lie down on his back with his head cushioned to rise a bit, and ask his family member to feed him with the first-aid medicine he has brought with him so that his condition may improve.
(2) Then, the tour guide should call an ambulance to help or take the patient to the nearby hospital for treatment.
(3) In the meantime, he should ask the local travel service to send someone to help.
(4) When rescue treatment is in process, the local guide should ask the patient’s family member to stay in the hospital.
(5) While the patient is staying in the hospital, the local guide should often come to visit. If the patient is a member of a foreign group, he should help him with such things as separating his visa from the group’s collective visa, going through the formalities for leaving the hospital after his recovery and booking his home-bound transport ticket etc.
(6) Also, he must make good arrangements for sightseeing for the rest of the group.
3．旅行团中有一个客人心脏病发作，地陪应如何处理？
答：（1）若证实是心脏病发作，应让病人就地平躺，头略高；让其家人取出备用药品让病人服用，以舒缓病情；
（2）马上叫救护车，或送病人到最近的医院；
（3）通知旅行社派人协助；
（4）医院抢救时，导游人员应要求病人亲属在场；
（5）地陪要不时去医院探望，若患者是入境团的客人，应帮助其办理分离签证、预订回国交通票证等事宜；
（6）地陪应安排好团队其他游客的活动。
4. What must the tour guide do if, by any chance, the tourists were robbed when they were on their own in the free time arranged?
In this case, the tour guide must do the following things:
(1) To dial 110 immediately to report the case to the police, stating clear the facts of the case, including when, where and how the robbery was, the features and appearance of the robbers, the names of the tourists and the tourist group, and the distinctive marks of the robbed articles.
(2) To report the case to the local travel service for directions.
(3) To pacify the tourists to proceed with the tour.
(4) To write out a report, stating clear the nature of the case, emergency measures taken and the opinions and demands of the victims
(5) To assist departments concerned to deal with problems arising from the event.
4．旅游团安排自由活动时，客人遭歹徒抢劫，作为该团导游员，要做哪几项工作？
答：（1）立即报警：打电话110报案，介绍事故发生的时间、地点、经过，提供作案者的特征、受害者的姓名、团号、损失物品的名称、型号、特征等；
（2）及时向旅行社报告，请求指示；
（3）安定游客情绪；
（4）写出书面报告，写明案件性质，处理措施、受害者的反映及要求；
（5）协助有关部门做好善后工作。
5. When a group is checking in at the hotel, what precautions should the tour guide take, in case of fire, to evacuate quickly?
In order that, in case of fire, the tourists may quickly escape from danger, …
(1) The tour guide must try and get to know beforehand the route of fire escape and locations of the fire exit and emergency staircase.
(2) He should bear in mind the fire emergency telephone number (119) and keep ready at hand the room numbers of the tour escort and all other tourists of the group.
5．为了保证游客在火灾发生时能尽快疏散，导游人员在入住酒店时就要采取哪些防范措施？
答：（1）熟悉饭店楼层的太平门、安全出口、安全楼梯的位置及安全转移路线，并向游客介绍；
（2）应牢记火警电话（119），掌握领队和游客所住房间的号码。
6. Supposing the hotel suddenly caught fire and the fire scene is 2 stories below the floor where a tourist group is staying. In these circumstances, how should the tour guide of the group direct the tourists to save themselves?
At this critical moment, the tour guide must keep calm to make a sober judgment of the situation. The basic point of first importance is that, in case of fire, people must not try to escape by taking the elevator and in no case should they leap down from high up the building.
(1) If people caught fire on their clothes, they can roll on the floor or slap their bodies with heavy clothing to put out the fire.
(2) When people must pass through dense smoke areas, they must wrap their bodies and cover their mouths and noses with wet clothes and creep forward along the walls.
(3) If the room door is blocked by fire and people cannot run away, they must stop up the chinks of the door with soaked clothes or beddings and splash water to lower the temperature.
(4) At the same time, they must wave colorful clothes out of the window to call for help.
6．饭店突然发生火灾，火场就在旅行团入住客房的下面两层，导游员应如何引导客人自救？
答：千万不能让游客搭乘电梯或随意跳楼逃生，导游人员要镇定地判断火情，引导大家自救：
（1）若身上着火，可就地打滚或用厚重衣物压灭火苗；
（2）必须穿过浓烟时，用浸湿的衣物披裹身体，捂住口鼻，贴近地面顺墙爬行；
（3）大火封门无法逃出时，可用浸湿的衣物、被褥堵塞门缝并泼水降温，等待救援；
（4）摇动色彩鲜艳的衣物呼唤救援人员。
7. What should the tour guide do if, by any chance, the tourists are poisoned by food? In case the tourists suffer food-poisoning …
(1) The tour guide should tell the tourists to drink plenty of water and try to make them vomit so as to eliminate the toxins from their intestines.
(2) Then, he must take them immediately to the hospital for emergency treatment and ask the doctor for a medical certificate.
(3) In the meantime, he should report the case to the local travel service to fix responsibility on the restaurant.
7．旅行团发生食物中毒事故时，导游人员应如何处理？
答：（1）设法为中毒者催吐并让其多喝水排解毒性；
（2）尽快将患者送医院抢救，请医生开具诊断证明；
（3）报告地接社，追究餐厅责任。
8. The tourists of a group requested some time before meal that the Western-food meal reserved for them should be changed to Chinese food. What should the local guide do in answer to their request?
(1) If their request (for substitution of Chinese food for Western food) was made 3 hours before the meal, the local guide should approach the restaurant and try to meet their requirement as far as possible.
(2) If they asked for the change just before the meal, the local guide usually could refuse but must tell them why it could not be changed.
(3) If they still insisted in making the change, the local guide could suggest that they order the meal themselves at their own expense.
(4) Their request for additional dishes and beverage (in excess of the set price) could be granted provided they agreed to cover the extra charge.
8．旅游团的客人临时提出将原订西餐换成中餐，地陪应怎样处理？
答：（1）如游客在用餐前3小时提出换餐要求，地陪要尽量与餐厅联系，按有关规定办理；
（2）若在接近用餐时才提出换餐，则一般不予接受，但导游人员应做好解释工作；
（3）若游客坚持换餐，导游人员可建议他们自己点菜，费用自理；
（4）游客要求加菜、加饮料等，应予以满足，但费用自理。
本稿说明（本站整理，非官方内容）
特殊问题处理问答共 40 题，本篇是第 1 至 8 题。应变题的评分看处理顺序：核实情况、安抚游客、报告协调、书面记录，四步说全比堆词更容易拿分。