《饭店英语教程》课件 (M4-T5.2）电子教案.pptx

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1、饭店英语教程课件(M4-T5.2）hotel englishhotel english 饭店英语教程饭店英语教程模块（模块（4 4）任务任务（5.25.2）作为任务后活动，本课件设计了强化与巩固所学内容的任务检测活动,侧重培养读写能力和职场英语运用能力。Learning More 旨在拓展学生视野，提升职业素质，应结合职业实际，培养实际操作能力。课件设计理念课件设计理念Task 5 Compliments and Complaints 表扬与投诉表扬与投诉Module 4 Other Services 其他服务其他服务 1.A Dictation.1.A Dictation.Ready Rea

2、dy?Go!?Go!2.Check up 2.Check up 2.Check up 2.Check up with your with your with your with your neighbor.neighbor.neighbor.neighbor.Step One Revision and Consolidation Read&recite Revise the words&useful expressions .Read&recite Revise the words&dialogues 1.A Smart Girl Scene:Its growing dark.A waitre

3、ss is going to do the turn-down service for Mr.Smith and Mrs.Smith.But they are having some friends over and are going to have a small party here in the room.She has to let the overnight staff know to come later and helps them do some other services.They thank the waitress and praise her.W=Waitress

4、Mr.=Mr.Smith Mrs.=Mrs.Smith 1.Act Out the Dialogues2.Being Overcharged in a Restaurant Scene:Jane and Lin Lan are having dinner at a restaurant.They are overcharged,so they are complaining to a waiter.J=Jane L=Lin Lan W=Waiter1.Act Out the Dialogues3.My Room Being in a Mess Scene:Mrs.Black is compla

5、ining about her room in a mess.A receptionist(R)is talking with her.B=Mrs.Black R=Receptionist1.Act Out the Dialogues Pick up randomly 5 of the Useful Expressions and put into Chinese or English.Work in pairs:Work in pairs:Sample:A:客房部。请讲！B:Room reservation.How may I help you?小小小小翻翻译官官2.Useful Expre

6、ssions小小翻译官 卡片（1）1.你能不能过3小时再来整理？Could you come back in three hours?2.我会转告夜班服务员。Ill let the overnight staff know.3.乐意效劳。Im always at your service.4.账单多算了19.5美元。The bill overcharged us by19.50.5.账单上有个错误。Theres been some mistake on the bill.1.Everything tastes great.所有菜肴均味道鲜美。2.You have a very successf

7、ul business.你生意做得很成功。3.Youre very professional.你很专业。4.You have a good taste.你很有品味。5.You really have a good knowledge of Chinese culture.你对中国文化了解很深啊。小小翻译官 卡片（2）Pre-listening:Get students to listen and complete the sentences in the dialogues.How many people are there in the dialogue?What is the topics

8、?Where does the dialogue take place?Post-listening:Check up the answers.Step Two Task Testing I.Listen and Complete 1.S:Good morning._?G:I bought a computer in your store a week ago,but it often breaks down.It really annoys me.S:_.We cant refund your money,but we can _ a new one for you.G:_.The new

9、one will be OK.S:_.Sample Can I help youIm sorryI changeThank youIm glad you think so I.Listen and Complete1.Can I help you?/Im sorry./change/Thank you./Im glad you think so.2.It doesnt work./what I can do about it/call the repairman/I apologize for the problem./You are the best waitress Ive ever me

10、t.3.trouble/explain/what I can do/stopping/Do you have a service contract?/unhappy/I completely understand and apologize.4.small/red/do you have receipt/receipt/Im sorry for the trouble.Key to Listen and Complete 1夜床服务 the turn-down service2夜班工作人员 the overnight staff3.一瓶刚烧开的水 a bottle of just boiled

11、 water4拉窗帘 draw the curtains5开灯 turn on the lights6乐意效劳。Im always at your service.7这家餐厅真是太好了。This restaurant was to die for.II.Translate the following sentences into English or Chinese8.Moreover,this place is beautiful and the atmosphere unique and elegant.9.Now what do you suppose could account for

12、 the additional 19.50?10.We dont mean to be fussy,and we could be mistaken,but we thought we should bring this to your attention nevertheless.11.Im just glad we got it all sorted out!12.I checked into my room 15 minutes ago.1.Top-down:From Skimming to Scanning.2.Bottom-up:Search for specific informa

13、tion.3.Check up:the answers with your neighbor.IV.Reading Comprehension 1.The ability to handle a customers complaint often depends on the _ of the person receiving the complaint.2.No business can ever be run _ and people do make mistakes and machines do break down,so being honest about the fact is

14、usually the best way.3.A _ effort to look into the matter and solve the problem will generally be appreciated and accepted by the customer.4.The reason is that each complaint is an opportunity to better our work and re-establish the good _ between the customer and our work.5.Therefore,the clerk on d

15、uty is _ that he/she make careful notes about the name of the complainant,a description of the complaint and the action taken.根据短文内容填空。attitudeperfectlysincererelationssuggestedWork in pairs Ask and answer Find the rules IV.Questions&Answers Samples 1.What will you say at first when a guest complain

16、s to you?2.What will you say when you cant help a complaining guest solve his/her problem at once?3.What will you say when your guest requires more than regulations of your company?4.What will you say when your guest praises you?5.What advice can you give me on dealing with“complaining”?6.How will y

17、ou get well along with the customers?V.Writing and ActingYou are a room attendant.A guest called Rose tells you that her TV set doesnt work.Complete the conversation.And then practice with your partner.You:What can I do for you?Guest:There is something wrong with my TV set.Id like to _.Learning More

18、Tips on dealing with the complaints 1.Forecast the feeling and demand of the customer.2.Apologize sincerely and then meet the customers psychological needs.3.Listen and show the concerns and sympathy.4.Let the customer vent through the open problems,and then know the truth.5.Retell and show understa

19、nding.6.Provide information to help customers.7.Set expectations and provide the scheme to select from.8.Reach an agreement.9.Check the satisfaction,apologize again,and establish contact.Written work:Ex.I,II&IIIOral Work:(3Rs)Read:Read the dialoguesReflect:Act out the scenes Recite:Recite the useful expressions Homework