新职业英语视听说1Unit.ppt

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1、1Unit 7Unit 7 CustomerServicesCustomerServicesOUTLINEListeningWatchingSpeakingSupplementaryMaterial121212Further Listening,Further Watching 1Fun TimeFurther Watching 2,Further Watching 3,TeachingPlanInClassPeriod1:Listening1Watching1Period2:Speaking1Listening2Period3:Watching2(Task1)ProjectPeriod4:W

2、atching2(Task2)Speaking2AfterClassUnitFile+SupplementaryListeningLearningFocusuTobuildupthevocabularyaboutprovidingcustomerserviceuTogetageneralideaofthebasiccomponentsinservingcustomersuTobeawareoftakinggoodcareofvaluedclientsuTobeabletomakeandanswerinquiresuTolearnhowtomakeopinionsurveysonproducts

3、orservicesuTobecompetenttohandlecomplaintsefficientlyKnowledge:Skills：Listening1-Task11.Warming-up1.Warming-upPracticemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.MakeInquiries1.Wouldyoupleasetellmehowtoopenabankaccount?2.Im wondering if I followed the right procedure forunloc

4、kingthesafe.3.Excuseme,couldyoupleaseshowmetherightwaytoourschoollibrary?4.Imnotsurewhichcolortochoose,couldyoupleasegivemeanysuggestions?Listening1-Task1Practicemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.AnswerInquiries1.Certainly.PleaseshowmeyourIDcardfirst,andthenfilloutt

5、hisform.2.Imafraidyouhavetoinputthepasswordfirst,sir.3.Withpleasure.Justwalkalongthepathwayandmakearightturnatthesecondcrossing.4.Idloveto.Asyouhavefaircomplexion,Ithinkthisbrightpinkwilllookterrificonyou.1.Warming-up1.Warming-upOursupervisionhotlineis2766492.我局的监督电话是2766492。Listening1-Task1Hotlinen

6、.热线热线Loosenv.放松；使松驰放松；使松驰Thoroughlyad.彻底地彻底地Applyv.涂擦；使用涂擦；使用HesaysthatTomisathoroughlygoodfellow.他说汤姆是个地道的好人。Applyasmuchforceasisnecessary.需要多大力，就施多大力。Mybeltistootight;Imustloosenit.我的腰带太紧，我必须放松它。NewWords&ExpressionsMassagev.按摩；揉捏按摩；揉捏Moisturizev.使湿润使湿润Amassagemayrelieveyourbackpain.按摩可能会减轻你的背痛。Moi

7、sturizetheair增加空气湿度Listening1-Task12.ExtensiveListening2.ExtensiveListeningRoseisansweringaninquiryfromacustomer.Listentotheconversationandtick()thecorrectanswertoeachquestion.1.WhydoesthecustomercallRose?A.Becausehedoesntknowhowtoshave.B.BecauseheisnotsatisfiedwithTAFshavingfoam.C.Becauseheisnotsur

8、eabouttheprocedureforusingTAFshavingfoam.2.IsthecustomerhappywithRosesservice?Why?A.Yes,heis,becauseRoseofferstogivehimsomefreesamples.B.Yes,heis,becauseRosegiveshimadetailedexplanation.C.No,heisnt,becauseRoseisrudewhenansweringhisquestions.ScriptListening1-Task13.IntensiveListening3.IntensiveListen

9、ingListentotheconversationagainandcompletetheprocedureforusingTAFshavingfoam.Cleanthe1with2.Wait3minutesuntiltheskingetsthoroughly4.ApplyTAFshavingfoam.5tomakesurethehairgetsmoisturized.facewarmwatertwoorthreewetmassagethefacealittleScriptListening1-Task14.LanguageSummary4.LanguageSummaryComparethed

10、ifferentmeaningoftheitalicizedwordsineachofthesentences.1.Pleasewaittwoorthreeminutesuntilyourskingetsthoroughlywet.2.Hegottheshampooheorderedlastweek.3.Thecustomergotitchingblotchesoverhisface.4.James got abadcold.Hashe got better?becomesreceivedhadhadbecomeListening1-Task2Matchthefollowingwaystosu

11、rveycustomerswiththecorrespondingpictures.1.doorstepvisit2.mailsurvey3.telephonesurvey1.Warming-up1.Warming-upListening1-Task2Occasionallyad.偶尔；间或偶尔；间或Whitenv.使白；变白使白；变白Factorn.因素；要素因素；要素thinkofdoing考虑做考虑做Heisagoodstudentexceptthatheisoccasionallycareless.他是个好学生，只是他偶而有些粗心。Anothersocialfactorofsignif

12、icanceiseducation.另一个重要的社会因素是教育。Thinkofwhatyouaredoing.想想你正在干的事情吧。whitenonesteeth使牙齿洁白NewWords&ExpressionsListening1-Task2ListentoaconversationbetweenRoseandacustomeranddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.RoseismakinganopinionsurveyonTAFpr

13、oducts.2.ThecustomerisinsuchahurrythathedoesntfinishRosesinterview.FalseThecustomerfinishestheinterviewandgivesRosesomevaluablefeedback.TrueImfromtheCustomerServiceDepartmentofTAF.Iwonderifyoudmindansweringafewquestionsaboutourcompanysproducts.Script2.ExtensiveListening2.ExtensiveListening1.Whoinflu

14、encesthecustomermostastoshopping?A.Hisparents.B.Hisfriends.C.Nobody.2.WhatistheadvantageofTAFtoothpastecomparedwithFlitzproduct?A.TAFtoothpasteischeaper.B.TAFtoothpastewhitenshisteeth.C.TAFtoothpastehasanicepackaging.3.WhydoesthecustomeroccasionallyuseFlitzproductforachange?A.BecauseFlitzhasapleasan

15、tsmell.B.BecauseFlitzmakeshisteethcomfortable.C.BecauseFlitzisreasonableinprice.Listening1-Task2Listentotheconversationagainandtick()thecorrectanswertoeachquestion.Script3.IntensiveListening3.IntensiveListeningListening1-Task2Comparethedifferentmeaningoftheitalicizedwordsineachofthesentences.4.Langu

16、ageSummary4.LanguageSummaryWatching1-Task1Matchthefollowingguestscomplaintswiththeclerksresponses.1.C2.D3.B4.A1.Warming-up1.Warming-upWatching1-Task1Itchya.使人发痒的使人发痒的Blotchn.皮肤上的皮肤上的红斑；疹块红斑；疹块Investigatev.调查；审查调查；审查Sourcen.来源原因；出处来源原因；出处tooitchytoendure痒得难熬Toinvestigateaproblemisindeedtosolveit.调查就是

17、解决问题。HisconfidencewasasmuchasourceofStrengthasofdanger.他的信心既是危险的种子,也一样是力量的源泉。Blotchprinting满地印花；底色印花NewWords&ExpressionsWatching1-Task1sofar到目前为止到目前为止rightaway立即，马上立即，马上otherthan而不是而不是Sofar,yourealltied.到现在为止，你们不分胜负。Thetruthisquiteotherthanwhatyouthink.事实真相和你想的完全不同。Wearegettingbusyrightaway.我们马上就动手干

18、。NewWords&ExpressionsWatching1-Task1GloriaiscomplainingtoRoseaboutherproducts.Watchthevideoclipandtick()thecorrectanswertoeachquestion.1.WhatisGloriascomplaintabout?A.Acustomerreportedtheterriblesmelloftheproduct.B.Acustomerisallergictotheproduct.C.Acustomerisnothappywiththeexpensivepriceoftheproduc

19、t.2.WhatisRosesreactiontoGloriascomplaint?A.Sheisangry.B.Sheisexcited.C.Sheissurprised.Script2.ExtensiveWatching2.ExtensiveWatchingWatching1-Task13.IntensiveWatching3.IntensiveWatchingWatchthevideoclipagainandfillintheblankswithproperwords.RosereassuresGloriathattheirproductshavepassedarigid1beforet

20、heyare2.AsManningsstorehasbeendoingbusinesswithTAFforalongtime,Gloriahasabsolute3inTAFsinspectionwork.Rosecannotpromiseacompensationrightawaybecausetheremaybeother4causingallergy.Shewillreportthecasetothe5immediately.inspectionproducedfaithsourcesProductionDepartmentScriptWatching1-Task14.LanguageSu

21、mmary4.LanguageSummaryWatching1-Task2Decidewhichdepartmentshouldberesponsibleforthefollowingcomplaints.BCDAE1.Warming-up1.Warming-upResponsibilityn.责任；职责责任；职责Interviewern.主持面试者；主持面试者；采访者采访者Reactionn.反应；反作用反应；反作用Individuala.个别的；独特的个别的；独特的Acceptfullresponsibilityforoneserror.对自己的的错误负完全责任。Publicreactio

22、nwillreinforceit.社会反响会进一步增强它的作用。Aftertheageofaboutthirtytheyabandonindividualambition.他们一过三十就放弃了个人的雄心壮志。Theinterviewerhaddrivenherintoacorner.面试主持人把她追问得很窘。Watching1-Task2NewWords&ExpressionsWatching1-Task2Lightlyad.轻率地；轻轻地轻率地；轻轻地Evidencen.证据；证词证据；证词Verifyv.证实；核实证实；核实keepsb.informedof把把及时通知某人及时通知某人Su

23、chanillegalactshouldnotbetreatedlightly.这样的违法行为不可等闲视之。.Wehadtoverifythecall.我们必须核实一下电话。Keepmeinformed(of/aboutwhathappens).有事随时通知我。Itisastatementinconflictwithotherevidence.这一陈述与其他证词不一致。NewWords&ExpressionsWatching1-Task2RoseisdiscussinghowtosolvetheproblemwithDave.Watchthevideoclipandmatchthenamesw

24、iththerelatedinformation.1,3Script2,42.ExtensiveWatching2.ExtensiveWatchingWatching1-Task2Watchthevideoclipagainandtick()thecorrectanswertoeachquestion.1.WhatwillDaveandhiscolleaguesdobeforetheymass-produceanewproduct?A.Theywilldesignthepackagingoftheproduct.B.Theywillconductmanytestsontheproduct.C.

25、Theywillconductmanyopinionsurveysontheproduct.2.WhichofthefollowingisNOTDavessuggestiontoRose?A.Compensatethecustomerfirst.B.Askthecustomertostopusingtheproduct.C.Askthecustomertoprovideclinicalevidence.Script3.IntensiveWatching3.IntensiveWatchingWatching1-Task2Reviewthefollowingsentencesconcerningc

26、omplaintinvestigation.1.Wevereceivedacomplaintfromacustomerwhoreported.2.Beforemassproduction,wehaveconductedmanytests.3.Anyhow,beforethecauseisconfirmedwecanttreatitlightly.4.Informthecustomerto.Thenaskhimto.toverifytheresponsibility.4.LanguageSummary4.LanguageSummarySpeaking11.Workinpairs.Reorgani

27、zethefollowingsentencesintotherightorderandrole-playtheconversationbetweenaguestandahotelreceptionist.246351Speaking12.Workinpairs.Role-playaconversationbetweenBillyTaylor,whoisconductinganopinionsurveyonpublictransportation,andapassengerinthestreet.Thesurveyshouldinvolvethefollowingaspects.Speaking

28、1-2Sample:A:Excuseme,Sir.MynameisBillyTaylor.IamfromtheCityPublicTransportationCorp.Wouldyouhavetimetoanswerafewquestions?B:Whatisitfor?A:Weareconductinganopinionsurveyonwhetherpassengersarehappywiththecityspublictransportationsystem.B:Well,inthatcase,Iwouldbegladto.A:Which public transportation do

29、you usually take,bus,ferry orsubway?B:Iusuallytakethesubway.A:Howoftendoyouuse/takeit?B:Iusesubwayalmosteveryday.A:Doyouthinkthesubwayjourneyisbetterthanbybus?B:Yes,Ithinkso.Atleasttherewillbenotrafficjams.A:Anddoyouthinkthesubwayticketisoverpriced?B:Er.Thesubwayisindeedalittlemoreexpensivethanthebu

30、s.Buttakingitsspeedandconvenienceintoconsideration,Ithinktheticketisstillreasonable.A:Thankyousomuch!Youropinionisveryusefultous.Speaking13.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A:Goodmorning,FlitzCo.After-sales.B:ThisisFrankSongfromABCLtd.Iamcallingtocomplaina

31、boutthelatestorder.A:?B:Weordered100boxesofHerbalShampooamonthago.Butthegoodsarrivedare100boxesofFloraShampoo.A:?B:Yes,wedo.Iwillfaxthecopyofthecontracttoyounow.Whatswrongwithit,Mr.Song?DoyouhaveacopyofthecontractA:.IwillinformourShippingDepartmentrightawaytoseeifitistheirmistake.B:Imveryunhappywith

32、yourmistake.!A:Imsorry,Mr.Song,butwecannotmakeacompensationuntil.Ihopeyouunderstandthat.B:?A:Imsuretomorrowmorningwewillgiveyouasatisfyingsolution.Speaking1ImterriblysorryfortheinconvenienceIdemandsomecompensationimmediatelyweareclearitisourresponsibilityInthatcase,whencanIreceiveyourdefiniteanswerS

33、peaking14.Workinpairs.AfterreceivingMr.Songscomplaint,theafter-salesclerkcallstheShippingDepartmenttoconfirmthe cause of the mistake.Role-play a conversationbetween them.The conversation should involve thefollowingaspects.Speaking1-4Sample:A:Goodmorning,FlitzCo.Shipping.B:Goodmorning.ThisisJanefroma

34、fter-sales.Ireceivedacomplaintfromaclient,sayingthegoodshereceivedwerenotwhatheordered.A:Really?How could that happen?Please give me his contractnumber.B:ItsNO.RL34372A:Letmecheck.Oh,Ivefoundtherecord.Yes.Wesent100boxesofHerbalShampootoFrankSongfromABCLtdonJune27th.B:Buthecalledtocomplainthatwhather

35、eceivedwas100boxesofFloralShampoo.A:Thatcantbe.IrememberquiteclearlythatIsaw100boxesofHerbalShampoodeliveredfromtheProductionDepartment.DidMr.Songopenthepackagingcarton?B:Hedidntsaythat.A:Pleaseaskhimtoopenit.ThepackagingworkersmayhaveusedthewrongcartontowraptheHerbalShampoo.B:Isee.Iwillcallhimnow.A

36、:Keepmeinformedofthelatestdevelopment.B:OK.Iwill.Listening2-Task1Thereareseveralmethodstogetfeedbackfromcustomers.Matchthemwiththeappropriateactions.DABC1.Warming-up1.Warming-upListening2-Task1Deservev.值得；应该得到值得；应该得到Questionnairen.调查问卷调查问卷Consumern.消费者；顾客消费者；顾客Flavorn.香料；风味香料；风味deservecongratulation

37、应当受到祝贺Wearerunningyourconsumersurveynow.我们正在忙你的用户调查表。Itgivesourlittlemealsaneasternflavor.它给我们的便餐增添了一种东方风味。filloutaQuestionnaire填写问卷NewWords&ExpressionsListening2-Task1Shampoon.洗发剂洗发剂accordingto根据根据careabout关心；在意关心；在意Thisshampoowillcureyourdandruff.这种洗发水可除掉头皮屑。Allyoucareaboutareyourclothesandyoujewe

38、ls.你们喜欢的只是服装和首饰。Everythingwentaccordingtoplan.一切都按计划进行。NewWords&ExpressionsListening2-Task1Roseispresentingareportoncustomerfeedbackofthelatestproducts.Listencarefullyandtick()theproductsmentionedinthereport.Script2.ExtensiveListening2.ExtensiveListeningListening2-Task1Listentothereportagainandfilli

39、ntheblankswiththerelatedpercentage.1.customersthinkTAFshouldaddmoreflavorstotheShiningToothpaste.2.customersthinkTAFshouldimprovethebottledesignoftheFloraShampoo.3.customersthinkTAFshouldprovidemoredetailedinstructionsfortheshavingcream.4.customersbelievethatexpensiveproductshavebetterquality.54%27%

40、21%75%Script3.IntensiveListening3.IntensiveListeningListening2-Task14.LanguageSummary4.LanguageSummaryListening2-Task2Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasanexample.Acceptance1.Thankyouforasking.Itsverykindofyou.2.Thatswonderful

41、.Thanksalot.3.Soundsgreat!WhenamIsupposedtocome?4.Idloveto!Thankyouforinvitingme.1.Warming-up1.Warming-upListening2-Task2Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasanexample.Refusal1.Idlovetocome,butmybabydaughterissicktodayandIhaveto

42、bewithher.2.ImsorryIcantmakeitthistime.Thanksanyway.3.Thankyouforasking,butImafraidIcantcome.Ihavealreadymadeanappointmentwithmydentist.4.Idoappreciateyourasking,butImonabusinesstripinEuroperightnow.1.Warming-up1.Warming-upListening2-Task2Rose is calling her customer Ryan.Listen to theconversationan

43、ddecidewhetherthefollowingstatementsare true or false.Then write down the key words tosupportyouranswers.(1)RoseinvitesRyantoanafternoonteapartybecauseRyanjustputalargeorderwithTAF.(2)RyangladlyacceptsRosesinvitation.TrueIthinkIcanmanagetocomeonSaturday.FalseRoseinvitesRyantotheafternoonteapartybeca

44、usesheonceinterviewedhim.Script2.ExtensiveListening2.ExtensiveListeningListening2-Task2Listentotheconversationagainandtick()thecorrectanswertoeachquestion.1.Whenwilltheafternoonteapartybegin?A.At3:45Saturdayafternoon.B.At3:30Sundayafternoon.C.At3:30Saturdayafternoon.2.Whatwilltheguestsdofirstatthete

45、aparty?A.Enjoyawonderfuldanceshow.B.Watchthepresentationofthelatestproducts.C.Receiveaninterviewonthelatestproducts.3.Whatwilltheguestsreceiveasagift?A.Thelatestproducts.B.Abagofsampleproducts.C.Abagofnicetea.Script3.IntensiveListening3.IntensiveListeningListening2-Task2Iwanttoknowwheremyballpenis.I

46、wanttoknowifitisthebiggesttreehere.Iwanttoknowwhenhewillcome.Iwanttoknowifyouareadoctor.4.LanguageSummary4.LanguageSummaryFurtherListening Listen and fill in the following blanks.Angela:Hello,ImAngela,Imthecustomerservicesmanager.Wouldyouliketocomewithmeandcomeandtakeaseatandyoucanexplaintome?Alison

47、:Okay,okay,fine.Angela:CanItakeyourname?Alison:Yes,mynamesAlison.Angela:Okay.Alison,ifyoudliketo.AsIsaid,IamthecustomerservicesmanagerandIdliketohelpyou.Iunderstandyouarehavingafewproblems.Wouldyouliketojustexplainfromthebeginningwhatshappened?Alison:Well,yes.Ivejustcomebackfromoneofyourholidays.Iwe

48、nttoCrete,inGreece,gotbacklastweekand.whatactuallyistheproblemmakeyourselfcomfortablethewholethingwasadisasterFurtherListeningAngela:Wouldyouliketojustexplainfromthebeginningwhatshappened?Alison:Well,yes.Tostartwith,whenwegottotheairportin,inCrete,wehadatwo-hourwaitonthecoach,Ithinktherewasadelayedf

49、lightorsomething,andandAngela:Right,thatsquitepossibleAlison:YesAndIjustcantworkoutwhyyoudidnttakeustoourhotelandthencomebacktotheairportto.Angela:Right,Imsorryforthatwait.Idontknowwhattheproblemwas.Youmentionedadelayedflightthere.Asyoucanimagine,youprobablywerenttheonlyfamilyonthecoachwaiting,andto

50、totheairportwouldhavebeenalotofextraworkandtheyliketotryandkeepeverybodytogetherwhoaregoingonthesameflight.Icanactuallylookintothatforyouferrypeopletoandfromresortpickupthepeoplefromthedelayedflight Listen and fill in the following blanks.Watching2-Task1Matchthewordsintheleftcolumnwiththeappropriate