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Quy tắc:
Step 1: Find the reason => Cause
Step 2: Type of situation?
Step 3: Follow the law
Step 4: Choose Solution
(almost situation you must call back to your company to receive advise or permission)

Q1: After the tour ended at the Ngoc Son Temple a tourist in the group found lost wallet. As a guide, how will you handle the situation?

First make he calms down then tell all the people in your group about problem because some people can see his wallet before.
Need to permission of all the people all the group and company.
Take the tourist who lost the wallet go to police station and declaration to police man:
+ List lost object
+Where his wallet lost.
And you must arrange all the people in your group in a comfortable place before you take the tourist to police station.

Q2: When welcome the international tourist group at Noi Bai Airport, you check the actual number of customers that lack of a guest from the group list. As a guide, how will you handle the situation?

First ask the tour leader : who lack????
And then you have 2 situations:
+ This man cancel already => have some problems : hotel & restaurant
=> contact to company to report this problems and ask the tour operator change the service.
+ This man stuck inside => we must wait because we cant leave him in the airport.
=>make the report and ask the tour leader and all the people in your group about the delay. And maybe you can take all the people go to hotel first and the last tourist can go to hotel by taxi later.

Q3: During guiding at the Museum of Fine Arts (Hanoi). You accidentally discovered a visitor in your group is stealing small objects on display here. As a guide, how will you handle the situation?
This my favorite question =))
We need this object return??
Never make him embarrassed!!!
You can threaten or give some benefits to him
For example:
“Hey dude!The security man in the museum said he saw you took the object and you kept it too long so he want you take it back!if you don’t do it he’ll call the police.”

Q4: when the guide was explaining a point to visit, there are many vendor to offer tourists buying souvenir. This is annoying for our customers and affecting your work. As a guide, how will you handle the situation?

Give them some benefits!
“You should remember never make the vendors angry!”

Q5: Upon arrival at the airport to pick groups of tourists, guides receive notice of the delegation’s flight is delayed 5 hours. As a guide, how will you handle the situation?

Same some questions before!

Q6: Guide are on the way to the airport to welcome guests. Bus damage. Under the program your flight will land after 40 minutes and from where the bus down to the airport takes about 15 minutes. As a guide, how will you handle the situation?

Should the driver: How long to fix it? And how much money to catch the taxi?
Call back to the office then the tour operator can change the bus!
During in the greeting in the airport you can arrange some activities…!

Q7: After lunch at a restaurant in the tourist programs some guests have expressed food poisoning, cause panic situation for the visitors in the group. As a guide, how will you handle the situation?

Call 115  and find the person who get reponbility and make the report
Check the tourists poisoned who sick serious then take food to hospital to check.
+If the food have no problem maybe the tourist ate something before.
+If the food have a problem this restaurant will get a responbility.

Q8: When welcoming the delegation at noi bai international airport, is a tourist in the group reported baggage. As a guide, how will you handle the situation?

Ask the tourist something : Hotel, Airport or some places he may have forgotten.
Tell all the people about problem and ask someone in group lend him some money to buy something necessary.

Q9: Delegation of tourists to the hotel earlier than the time chamber in procedures prescribed by hotel is 2 hours. As a guide, how will you handle the situation?

Call the hotel to tell the tourists will come earlier if the hotel disagree => change the program => visit some places first!

Q10: During the implementation of travel plans, guides accidentally discovered a group of tourists in injecting drug users. As a guide, how will you handle the situation?

Call back company => tour operator will solve this problem.