010.What kind of psychological preparation should a tour guide go through before starting a tour?（接团前，导游应有怎样的心理准备？）

Psychological preparation is important for tour guides. Only if they are well prepared in the following aspects, can they solve various problems.

★First, be confident. (Though tourists are from different countries, having different background, they are strangers in a new city. The tour guide can always show them something new, something special in his/her city.)

★Secondly, the tour guide should know that being a tour guide means he/she should be hardworking all the time.(He/She should improve himself/herself in many aspects because a qualified tour guide is expected to know something of everything and everything of something as well.)

★Thirdly, be prepared for various difficulties. (The tour guide should understand that even he/she has tried his/her best to offer the best service for tourists, sometimes he/she will have to face various complaints. And in such a case, the tour guide should be calm and try to find ways to solve the problem and improve his/ her service.)

对导游来说，做好充分的心理准备很重要。只有准备充分，才可能解决有可能出现的各种状况。

☆首先，导游必须自信。（虽然游客来自不同国家，背景各异，但他们是导游所在城市的客人。导游总能展示一些新的、独特的城市风情给游客。）

☆其次，导游应当明了从事这一职业意味着要始终努力。（导游应当在各方面提升自己，因为一名合格的导游员既要有广泛的知识，也要对某一领域较为精通。）

☆最后，导游应做好面对各种困难的准备。（导游应当清楚即便他/她竭尽全力提供优质服务，难免还是会遇到投诉。在这种情况下，导游应当保持冷静，解决问题并提升服务质量。）