酒店服务英语电子教案_2.pdf
酒店服务英语课程单元教学设计 Project 7 Switchboard 一、基本信息(basic information)1.本次课项目（the units project）：switchboard 2.核心能力目标（core capability objectives）：After studying this project,Ss can do the job of operator 3.知识目标（knowledge objectives）：Ss will be able to make an international call,connect an incoming call,connect an urgent call,take the message 4.情感目标（affective objectives）:Through the proposed pattern to train students how to deal with the task of the switchboard in the hotel,solve the guests demands about the typical tasks.5.素质目标（Quality objectives）：Guiding students through the actual task in communication,regulating their own behavior,improving the students ability of observation and ability to judge and stimulate their interest and enthusiasm in learning English of hotel services.6.能力训练任务（Capability training task）：According to the book 7.教学场地（teaching site）：Ordinary classroom 8物品准备（teaching materials）：Related teaching staff and PPT 9.授课说明（teaching introduction）：This course aims to improve students practical abilities in servicing in the switchboard 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）学生前台列队，师生英语致意问候，教师检查仪容仪表。目的：培养学生良好的职业意识和习惯。2.学生共同回答总机（有的酒店叫做宾客服务中心）的典型工作任务；提问关键步骤的名称。目的：检查上次课学生能力，提高学生注意力和应变力，为本次课任务做铺垫。Step 2：Leading-in the project（2 minus）教师布置本节课任务：Scene:The guest Jenny and her husband from Philippines called the Switchboard to connect the line to Hainan Airline Company.（情境：来自菲律宾的客人 Jenny 和她的丈夫给总机打电话，需要接通海南航空公司的电话。）Step 3：Students trying to work out a dialogue by themselves(8 minus)老师让学生分组试做本对话，然后挑出两名同学当总机的服务员和外宾进行对话，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.引导学生讨论总机工作的服务程序。2.教师模拟总结服务员为顾客解决实际问题，与外宾展开对话。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。(外宾配合演示情景)问候顾客 Good morning,sir.帮助客人解决来电需求 May I help you?表达祝愿 Hope you will enjoy your trip.Step 5：Students mocking practice in groups with the teachers guide（5minus）目的：体会角色，进一步巩固总机的主要工作任务，训练张口能力和应变能力。任务一：练习掌握关键句子 学生两人一组，互换角色进行会话练习，掌握关键句子。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。分别请几位学生到总机，外教扮演客人模拟打电话给总机；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）同学课后继续练习总机为客人提供帮助的对话，熟练掌握订票的关键语句。自 行补充关于在总机工作的相关内容，如（转接电话、处理客人投诉等）。
