121.What are the general psychological characteristics of disabled tourists? And what kind of service will you provide for them?（残障游客普遍的心理特征有哪些？对此导游应提供怎样的服务？）

Many disabled tourists are very sensitive, with sense of inferiority and loneliness, while most of them are full of compassion.

When providing services, the tour guide should pay attention to the following aspects:

★Provide special service according to different cases.

★Offer a helping hand when getting on and off the coach.

★Conduct the tour at a moderate pace.

★When offering a helping hand, give enough consideration to maintaining their dignity.

★Be thoughtful and solve problems in a smart way.

不少残障游客非常敏感，有一定的自卑感、孤独感，却常常富有同情心。

提供服务时应注意以下几点：

☆根据残障人士的身体情况，做好针对性接待。

☆在上下车时适时提供帮助。

☆控制游览速度。

☆在提供帮助时，注意方式方法，以维护游客尊严。

☆善解人意，遇事灵活解决。

【备注】对有残疾的游客给予必要的照顾，但要注意场合和分寸，当众过多的照顾有可能伤及他们的自尊心，适得其反。为做好有针对性的接待，可注意如下方面：对视力障碍者，导游讲解时应更加形象，能用手触摸的，让他们摸一摸，能聆听的，让他们安静地听一听；对于听力障碍者，不管是在车上还是在游览中，尽量将他们安排在靠前的位置；对于行动不便的游客，制订计划时要考虑是否需要轮椅，并提前通知相关部门做好准备，车辆也要选择方便轮椅上下的车，景点和饭店应有“无障碍设计”。另外，《旅游法》第十一条规定：残疾人、老年人、未成年人等旅游者在旅游活动中依照法律、法规和有关规定享受便利和优惠。(According to Article 11 of Tourism Law: The disabled, the elderly and the minors shall enjoy due convenience and benefits in tourism activities in accordance with laws, regulations and relevant rules. )