酒店服务英语电子教案_1.pdf

酒店服务英语课程单元教学设计 一、基本信息(basic information)1.本次课项目：Project 6 Handling Food and Beverage Complaints 2.核心能力目标：Make students be able to handle complaints related to food and drinks Make students be able to settle disputes on bills Make students be able to handle complaints about bar services 3.知识目标：Make students master the procedure related to handling complaints and disputes.Make students master some useful patterns and expressions of dealing with complaints from customers.4.情感目标：Help student to be more confident and positive in study and work.5.素质目标:Train students ability of communication and cooperation.Make students more qualified and professional in their field through learning and practice.6.能力训练任务（Capability training task）：Receiving complaints of guests.Dealing with complaints and feedbacks from guests.7.教学场地：Training room 8物品准备：Related teaching staff and PPT 9.授课说明（teaching introduction）：This course aims to improve students practical abilities in receiving guests and offering related foods and drinks as well as helping guests to check out through imitating and practicing.Teacher plays a role of guiding and organizing the activities on class to train the professional operation ability of students.There are various teaching methods applied in the class to make this teaching process more effective.二、能力训练设计（capability training design）Step 1：Warming-up（3 minus）让学生说出客户有哪些投诉事项。目的：明确单元主题-处理反馈与投诉 Step 2：Leading-in the project（2 minus）教师布置本节课任务：（受理客户食物及酒水服务投诉）情境：与客户交流解决争端。Step 3:Practice-Students trying to work out a dialogue by themselves(8 minus)学生分组试做本对话，然后挑出两名同学当服务和外宾进行对话，让其他同学仔细听发现问题和不足。目的：通过学生的试做过程让其联系实际工作经验，丰富英语表达能力，体现了建构主义学习观。Step 4：Teachers demonstrating and explaining（10 minus）1.引导学生讨论归纳关于食物饮料投诉的处理程序。2.教师模拟客户服务关系主管处理客户投诉与反馈原则：Dont Take Complaints Personally The first thing to remember is that feedbackbe it positive or negativeis an integral part to any process.It helps to make sure that all the angles have been thought of and that the process is fair and equitable.If you see the complaint as a personal attack,it will create and demonstrate a lack of emotional intelligence on your part.Even if there is a malicious intent in the complaint,ignore that aspect of it and look for the truth in the complaint.Take a deep breath and focus your energy on finding a resolution.Show Appreciation for Customer Feedback The first step in a resolution process is to thank customers or clients for offering their feedback.Allowing a customer to have a voice is one of the most powerful marketing techniques.After all,customers buy your products or service and advertise your products or service by word of mouth.Listen,Agree and Respond Listen carefully to the complaint and resist the urge to react emotionally.Stick to the facts of the complaints that you can agree to and respond to with an action plan.Keep Resolutions Simple Find a simple solution to resolve the situation,but be sure that your supervisor is consulted.Supervisors will not respond well to learn about the situation by surprise.Keep supervisors well informed throughout the resolution process.Make sure the solution works within company policies and procedures but does not cause unnecessary complications or stress to the customer.3.学生认真听、认真观察。4.讲解关键句子，使学生掌握多种表达方式。接受投诉 Whats wrong?I am sorry about that.投诉处理 Would you like to cancel your order or bring you another one?Its my fault.Ill change them right away I am awfully sorry.Would you mind?We will replace it for you.Here is a soup-ticket for you,welcome to visit again.We are very sorry for the mistake we have made.Lets as your compensation Step 5：Students mocking practice in groups with the teachers guide（5minus）目的：体会角色，进一步巩固处理投诉事宜的程序，训练张口能力和应变能力。任务一：教师设定情境，让学生结合工作情景进行模拟练习 How to handle the disputes when customers feel that the flavor of their food is abnormal?What should you do under such an occasion when there are some foreign matters in the dishes,such as hair or tiny insects?How can you deal with the problem that the dishes are placed wrongly in other tables,?任务二：程序训练 利用真实场景，分角色与外宾模拟对话，教师巡回点拨、指导；教师根据发现的问题集中讲解，学生再对话练习。Step 6：Class demonstration and feedback control（10 minus）目的：学生体验成果，进一步发现问题，明确努力方向。分别请几位学生与外教模拟共同解决就餐争端；师生共同观察；师生共同点评，指出存在问题，尤其是表情、眼神、动作等具体细节 语表达方式，力争使学生会用规范的服务，并注意语气的运用，进一明确目标。Homework（5 minus）同学课后继续练习办理离店手续的对话，熟练掌握点餐服务程序和关键语句。自 行补充关于餐厅用餐服务的其它相关内容，如（结账、离店、道别等）。