新职业英语1-基础篇-Unit .ppt

《新职业英语1-基础篇-Unit .ppt》由会员分享，可在线阅读，更多相关《新职业英语1-基础篇-Unit .ppt（77页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、Unit 7新职业英语新职业英语职业综合英语职业综合英语 1 1第第 2 2 版版ContentsListening&Speaking4 Warming-up1Reading A2Reading B3Language Lab7Language Lab7Writing5Mini-project6Warm-1-1Task 1 Task 1 Complete the following survey form about campus canteens.WarWarm-m-1-21-2Task 2 Task 2 Suppose you are the CEO of the Campus Cantee

2、n Corporation.According to the completed survey above,are your customers satisfied?How could you make improvements?Reading AReading ATextTask 1Task 2Business Know-howText A-1I Really Want to Know Friday Friday night night I I went went offoff my my diet.diet.I I dare dare say say I I deserveddeserve

3、d a a good good meal meal after after losing losing the the twenty twenty pounds pounds I I gainedgained from from too too many many trips trips to to Manhattan Manhattan restaurants restaurants last last year.year.My My wife wife and and I I went went to to one one of of our our favorite favorite H

4、ouston Houston restaurants restaurants to to celebrate celebrate the the successful conclusion of my diet.successful conclusion of my diet.Reading AText A-2 The The food,food,as as always,always,was was wonderful.wonderful.The The service service was was even even better better than than usual.usual

5、.I I really really would would have have given given the the restaurant restaurant top top marks marks on on every every itembut I didnt.Why?Well see in a moment.itembut I didnt.Why?Well see in a moment.Reading AText A-3 It It is is admirableadmirable for for an an organization organization to to wa

6、nt want to to measuremeasure customer customer satisfaction.satisfaction.However,However,to to do do so so correctly,correctly,the the entireentire measurement measurement process process must must be be properly properly designed designed and and implementedimplemented from from start start to to f

7、inish.finish.Proper Proper questionnaire questionnaire design design is is just just the the first first step step in in the the process.process.Equally Equally as as important important is is establishingestablishing a a process process of of gathering gathering data data which which will will obta

8、inobtain a a representative representative sample sample of of customers,customers,and and which which keeps keeps bias bias to to a a minimum.minimum.This This is is where where many many organizations organizations fail.fail.This This is is where this where this particularparticular restaurant fai

9、led.restaurant failed.Reading AText A-4 After After we we had had finished finished our our coffee,coffee,the the waiter waiter brought brought over over the the check.check.With With the the check check was was a a brief brief customer customer satisfaction satisfaction surveysurvey.One One side si

10、de of of the the questionnaire questionnaire contained contained a a note note from from the the owner,owner,beginning beginning with with the the words words“I“I really really want want to to know”.know”.The The other other side side of of the the questionnaire questionnaire contained contained a a

11、 few few standard standard measurement measurement items items and and room room for for commentscomments.What What was was a a little little different different about about this this survey survey was was that that the the questionnaire questionnaire had had already already been been filled filled

12、outout by by the the waiter.waiter.On On a a scale scale of of“excellent”,“excellent”,“good”,“good”,and and“needs“needs improvement”,improvement”,the the waiter waiter had had drawn drawn a a line line through through all all the“excellent”boxes.the“excellent”boxes.Reading AText A-5 As As much much

13、as as I I enjoyed enjoyed the the service,service,I I was was not not about about to to depositdeposit a a questionnaire questionnaire that that somebody somebody else else had had completed completed into into a a ballot ballot box.box.However,However,many many people people would would return retu

14、rn such such a a questionnaire questionnaire without without thinking twicethinking twice.Reading AText A-6 The owner of the restaurant is only fooling The owner of the restaurant is only fooling himself by keeping the current customer himself by keeping the current customer satisfaction measurement

15、 program satisfaction measurement program in placein place.If.If he“really wants to know”,he would be better he“really wants to know”,he would be better off asking someone to off asking someone to hand outhand out postage-paid postage-paid questionnaires to people as they left the questionnaires to

16、people as they left the restaurant.restaurant.Reading AText A-7 If you have a customer satisfaction If you have a customer satisfaction measurement program in place,or if you measurement program in place,or if you are thinking of implementing one,we are thinking of implementing one,we urgeurge you t

17、o give as much attention to the you to give as much attention to the distributiondistribution and collection process as you and collection process as you do to the questionnaire design.do to the questionnaire design.Reading AA-Trans-1Reading A我真的很想知道我真的很想知道 周周五五晚晚上上我我结结束束了了节节食食。把把去去年年因因常常去去曼曼哈哈顿顿的的餐

18、餐馆馆吃吃饭饭而而增增加加的的2020磅磅减减掉掉之之后后，我我敢敢说说我我该该理理直直气气壮壮地地美美餐餐一一顿顿了了。为为了了庆庆祝祝节节食食成成功功，我我和和太太太去了休斯顿一家我们最喜欢的餐馆。太去了休斯顿一家我们最喜欢的餐馆。A-Trans-2 饭饭菜菜与与往往常常一一样样，味味道道好好极极了了，服服务务比比平平常常还还要要好好。我我真真想想给给这这家家餐餐馆馆的的每每个个项项目目都都打打最最高高分，但我没有。为什么？一会儿我们就知道了。分，但我没有。为什么？一会儿我们就知道了。Reading AA-Trans-3 一一家家公公司司想想度度量量一一下下顾顾客客满满意意度度是是件件好好

19、事事。但但是是，要要想想把把这这件件事事做做好好，整整个个度度量量过过程程必必须须妥妥善善设设计计，并并自自始始至至终终完完整整地地实实施施。合合理理设设计计调调查查问问卷卷仅仅仅仅是是这这个个过过程程的的第第一一步步。为为了了能能够够从从顾顾客客那那里里获获得得代代表表性性的的数数据据样样本本，并并将将偏偏见见降降到到最最低低，建建立立数数据据搜搜集集程程序序也也同同样样重重要要。许许多多公公司司却却未未能能做做到到这这一一点，而这也正是这家餐馆的失败之处。点，而这也正是这家餐馆的失败之处。Reading AA-Trans-4 话话说说我我们们喝喝完完咖咖啡啡之之后后，侍侍者者拿拿来来了了账

20、账单单。与与账账单单附附在在一一起起的的，还还有有一一份份简简要要的的顾顾客客满满意意度度调调查查问问卷卷。问问卷卷的的一一面面是是餐餐馆馆老老板板的的一一份份说说明明，开开头头写写着着“我我真真的的很很想想知知道道”；另另一一面面是是一一些些标标准准的的测测量量项项目目，以以及及顾顾客客填填写写意意见见的的空空白白处处。有有一一点点不不同同的的是是，这这份份调调查查问问卷卷已已经经由由侍侍者者填填完完了了。在在“很很好好”、“好好”和和“有有待待提提高高”三三个个级级别别上上，侍侍者者已已经经在在所所有有“很很好好”的的方方框内划了一条线。框内划了一条线。Reading AA-Trans-5

21、 尽尽管管我我很很满满意意这这家家餐餐馆馆的的服服务务，我我也也不不打打算算把把一一份份已已由由别别人人完完成成了了的的调调查查问问卷卷放放到到意意见见箱箱里里。然然而而，很很多多人人却却会会不不假假思思索索就就将将这这种种问问卷交回。卷交回。Reading AA-Trans-6 如此进行顾客满意度调查，这家餐馆的老板只如此进行顾客满意度调查，这家餐馆的老板只是在愚弄自己罢了。如果他是在愚弄自己罢了。如果他“真的很想知道真的很想知道”，在，在顾客离开时，让人给他们分发一些邮资已付的调查顾客离开时，让人给他们分发一些邮资已付的调查问卷，会对他更有好处。问卷，会对他更有好处。Reading AA-

22、Trans-7 如如果果你你正正在在进进行行或或者者正正打打算算进进行行顾顾客客满满意意度度调调查查，我我们们强强烈烈建建议议你你除除了了注注重重问问卷卷的的设设计计外外，也也要特别注意问卷的发放和回收过程。要特别注意问卷的发放和回收过程。Reading Ato stopReading Ago offe.g.e.g.He went off driving after the accident.e.g.e.g.Youve been working all the morningI think you deserve a rest.Reading Adeservev.v.to have earne

23、d something by good or bad actions or behaviore.g.e.g.Last week I gained another five pounds.Reading Againv.v.to increase in weight,speed,height or valuee.g.e.g.This essay is admirable in all respects.Reading Aadmirablea.a.having many good qualities that people respect and admiree.g.e.g.Education sh

24、ouldnt be measured only by examination results.Reading Ameasurev.v.to judge the importance or value of somethinge.g.e.g.It was the worst day in my entire life.Reading Aentirea.a.whole;completee.g.e.g.We have decided to implement the presidents suggestion in full.Reading Aimplementv.v.to take action

25、or put into practicee.g.e.g.1.My grandfather established the family business in 1938.2.The relationships between the two companies were established two years ago.Reading Aestablishv.v.to start;to set upv.v.to get something especially by means of effortReading Aobtaine.g.e.g.We wish to obtain first-h

26、and information.e.g.e.g.They have conducted a research in this particular field.Reading Aparticulara.a.unusual,single and different from othersn.n.a general examination or study(of conditions,opinions,etc.),especially carried out by asking people questionsReading Asurveye.g.e.g.A recent survey shows

27、 that many teenagers spend three hours a day playing computer games.n.n.opinion given briefly in speech or writing about something or someoneReading Acommente.g.e.g.Do you have any comments to make upon my story?to complete(a form)by answering the questions in the spaces providedReading Afill oute.g

28、.e.g.Could you fill out this application form quickly?v.v.to put something down in a particular place;to put money or something valuable in a bank or other places where it will be safeReading Adeposite.g.e.g.1.She deposited her case in the corner.2.You are advised to deposit your valuables in the ho

29、tel safe.to think very carefully about somethingReading Athink twicee.g.e.g.The teacher advised him to think twice before deciding to quit school.in existence and ready to be usedReading Ain placee.g.e.g.The new regulations are now in place.to give something to each member of a groupReading Ahand ou

30、te.g.e.g.Could you start handing these books out,please?v.v.to strongly advise someone to do somethingReading Aurgee.g.e.g.Brown urged her to reconsider his decision.n.n.the act of sharing things among a large group of people in a planned wayReading Adistributione.g.e.g.The distribution of the food

31、supplies in the earthquake area began two days ago.A-Task 1-1Task 1Task 1 Answer the following questions according to the passage.1.Where does the writer most probably live?2.Why did the man and his wife go to their favorite restaurant for dinner?3.Why is the process of gathering data important for

32、customer satisfaction measurement?Houston.Because they wanted to celebrate the successful conclusion of his diet.Because it helps to obtain a representative sample of customers and keep bias to a minimum.Reading AA-Task 1-24.What did the owners note in the questionnaire begin with?5.In order to succ

33、essfully measure customer satisfaction,what should an organization pay much attention to?It began with the words“I really want to know”.It should pay much attention to the distribution and collection process.Reading AA-Task 2Task 2Task 2 Decide whether the following statements are true (T)or false(F

34、)according to the passage.Reading A()1.The writer was not satisfied with the meal of the ()1.The writer was not satisfied with the meal of the restaurant.restaurant.()2.Establishing a process of gathering data is as ()2.Establishing a process of gathering data is as important as proper questionnaire

35、 design for important as proper questionnaire design for customer satisfaction measurement.customer satisfaction measurement.()3.The owner of the restaurant didnt really want to()3.The owner of the restaurant didnt really want to measure customer satisfaction.measure customer satisfaction.()4.The wr

36、iter hadnt intended to fill in the blank()4.The writer hadnt intended to fill in the blank questionnaire.questionnaire.()()5.The writer thought postage-paid questionnaires would 5.The writer thought postage-paid questionnaires would be a good way to measure customer satisfaction.be a good way to mea

37、sure customer satisfaction.FTTFTBusiness Know-howConducting a Survey Establish the goals of the projectwhat to learn;Determine what people are targeted and how many are to be interviewed;Choose how to interview(face to face,telephone,etc.);Design the questionnaire;Pretest the questionnaire,if practi

38、cal;Conduct interviews and collect data;Analyze the dataproduce the findings.Reading BReading BTextTask 1Task 2Text B-1Reading BAppleCare+for iPhoneEvery Every iPhone iPhone comes comes with with a a years years warranty.warranty.The The warranty warranty guarantees guarantees the the hardware hardw

39、are for for a a full full year year and and includes includes up up to to 90 90 days days support.support.AppleCare+AppleCare+extends extends the the warranty warranty to to two two years years from from the the original original date date of of purchase purchase and and includes includes two two in

40、cidents incidents of of accidental accidental damage,damage,each each subject subject to to a a$79$79 service service fee fee plus applicable tax.plus applicable tax.Text B-2Reading BOne stop for technical supportOne stop for technical supportAppleCare+provides one-stop service AppleCare+provides on

41、e-stop service and support from Apple and support from Apple experts including:experts including:Direct access to Apple experts;Direct access to Apple experts;Repairs by mail:mail in your iPhone using a Repairs by mail:mail in your iPhone using a prepaid shipping box provided by Apple;prepaid shippi

42、ng box provided by Apple;Repairs in store:Take your iPhone to an Apple Retail Repairs in store:Take your iPhone to an Apple Retail Store or other Apple Authorized Service Provider;Store or other Apple Authorized Service Provider;Express Replacement Service.Express Replacement Service.Text B-2Reading

43、 BSoftware support includedSoftware support includedWith AppleCare+,Apple experts can help issues with your iPhone With AppleCare+,Apple experts can help issues with your iPhone including:including:Connecting to wireless networks;Connecting to wireless networks;Using Apple-branded iPhone apps such a

44、s Mail and Calendar.Using Apple-branded iPhone apps such as Mail and Calendar.Apple hardware coverApple hardware coverAppleCare+provides repair or replacement cover,both parts and AppleCare+provides repair or replacement cover,both parts and labor,from Apple-authorized technicians,including:labor,fr

45、om Apple-authorized technicians,including:iPhone;iPhone;Battery;Battery;Included earphones and accessories.Included earphones and accessories.Text B-2Reading BImportantImportant notesnotes1.AppleCare+should be purchased within 30 days of the date 1.AppleCare+should be purchased within 30 days of the

46、 date you bought your new iPhone.After 30 days,AppleCare+may you bought your new iPhone.After 30 days,AppleCare+may be purchased at an Apple Retail Store or through an Apple be purchased at an Apple Retail Store or through an Apple Care Contact Center.Care Contact Center.2.To buy AppleCare+at an App

47、le Retail Store,a specialist will 2.To buy AppleCare+at an Apple Retail Store,a specialist will first need to verify your iPhone purchase date and confirm first need to verify your iPhone purchase date and confirm that your iPhone has no pre-existing damage.that your iPhone has no pre-existing damag

48、e.3.To buy AppleCare+from an AppleCare Contact Center,you will3.To buy AppleCare+from an AppleCare Contact Center,you will be required to verify your purchase date and run a diagnostic be required to verify your purchase date and run a diagnostic to confirm that your iPhone has no pre-existing damag

49、e.to confirm that your iPhone has no pre-existing damage.B-Trans-1Reading B苹果手机延保服务苹果手机延保服务 每部苹果手机均可享有一每部苹果手机均可享有一年的硬件保修服务和长达年的硬件保修服务和长达9090天的免费技术支持。购天的免费技术支持。购买了苹果手机延保服务的买了苹果手机延保服务的手机可以将保修时限延长手机可以将保修时限延长到购机起两年之内，还可到购机起两年之内，还可获得多达两次的意外损坏获得多达两次的意外损坏保修服务。该项维修每次保修服务。该项维修每次需要收取需要收取7979美元和相应的美元和相应的税金。税金。

50、B-Trans-1Reading B一站式技术支持一站式技术支持苹果手机延保服务可以提供苹果公司技术专家一站式服务和技术支持，苹果手机延保服务可以提供苹果公司技术专家一站式服务和技术支持，包括：包括：直接获得苹果公司技术专家的帮助；直接获得苹果公司技术专家的帮助；邮寄维修：用苹果公司提供的邮资已付邮包将你的报修手机邮寄给苹果邮寄维修：用苹果公司提供的邮资已付邮包将你的报修手机邮寄给苹果 公司维修；公司维修；用户送修：将你的苹果手机带至苹果零售店或苹果授权服务提供商处维用户送修：将你的苹果手机带至苹果零售店或苹果授权服务提供商处维 修；修；特快更换服务。特快更换服务。B-Trans-2Readi