新职业英语视听说教程2Unit 6课件.ppt

,After studying this unit, you should be able to:,receive a quality complaint conduct an effective investigation of a quality problem take necessary corrective & preventive actions against a quality problem diagnose the root cause of a quality problem and fix it settle a quality complaint,In Class Period 1: Listening 1 Speaking 1 (Task 1-2) Period 2: Watching 1 Speaking 1 (Task 3-4) Period 3: Listening 2 Speaking 2 (Task 1-2) Period 4: Watching 2 Speaking 2 (Task 3-4) After Class Unit File + Supplementary Listening + Project,Teaching Plan,Knowledge Get a general idea of the typical working situations concerning quality in an organization. Skills Learn to transfer a customers complaint to the manufacturer. Be able to understand how to receive a customers complaint Understand how to conduct a field investigation Learn to analyze the root cause of a quality problem,Teaching Plan,Outline, _, _,being friendly, being sincere,Listening 1/TASK 1,A Customers Complaint,1. Warming-up,Suppose you work in a Customer Service Department. Discuss with your partner what qualities are needed to handle customer complaints effectively., _, _, _, _,being a good listener,being helpful,being thoughtful/considerate,creative thinking/problem-solving ability, _, _,being flexible,positive body language,being cooperative, being tolerant,Listening 1/TASK 1,New Words & Expressions,odd a. 奇怪的 I had rather an odd experience the other day. 前几天我有过一次非常奇怪的经历。 tamper v. ( with) 拨弄；胡乱摆弄 Dont tamper with that car. 不要乱碰那部车子。 the moment 一（就） They have been studying hard from the moment they enrolled. 从入学时起，他们就一直努力学习。,Listening 1/TASK 1,A Customers Complaint,2. Extensive Listening,Helen is making a complaint to Susan. Listen to the conversation and decide whether the following statements are true or false. Then write down the key words to support your answers.,Helen is unsatisfied with all the goods she bought from Guru. Susan writes down Helens name and telephone number for future reference., one bottle contained less than 500 ml of shampoo.,May I have your name and telephone number, please?,False,True,Script,Listening 1/TASK 1,A Customers Complaint,3. Intensive Listening,Listen to the conversation again and complete the following Customer Complaint Sheet for Susan.,Script,Customer Complaint Sheet,Helen Smith,84791128,One bottle contained less than 500 ml of shampoo.,Shampoo,A week,Listening 1/TASK 1,A Customers Complaint,4. Language Summary,Read aloud the following sentences about receiving a complaint.,How can I help you? Im sorry. Please tell me about it. 3. Really? How odd. 4. . have you brought the receipt with you? Itll take us a while to look into it because well have to report back to the manufacturer. 6. May I have your name and telephone number, please?,Listening 1/TASK 2,Complaint Transfer,1. Warming-up,Supermarkets usually settle quality complaints directly with customers, but sometimes they need to transfer complaints to the manufacturers concerned. Discuss with your partner and tick () those that may be appropriate reasons for transferring a complaint.,Listening 1/TASK 2,New Words & Expressions,how come? 【美口】怎么会的？ How come he got the job? 他怎么会得到这个职位呢？ in place 在工作；准备就绪 Please make sure you have your travel documents in place. 请确保你的旅游文件准备就绪。 take seriously 认真对待 Do you take seriously his prediction of a government defeat? 他预计政府要受挫折，你认为这话靠得住吗？ be to blame 该受责备；应承担责任 He cant be to blame. 他不能受责备。,2. Extensive Listening,Susan is transferring the complaint to the Sales & Marketing Department of TAF. Listen to the conversation and tick () those statements that are true.,Listening 1/TASK 2,Complaint Transfer, 1. TAF Sales & Marketing Department is responsible for dealing with distributors. 2. Susan thinks Jenny takes it for granted that the complaint is false. 3. Jenny doesnt want to take the complaint seriously. 4. TAF will arrange to find the cause of the complaint within one week.,Script,3. Intensive Listening,Listen to the conversation again and tick () the correct answer to each question.,Script,Listening 1/TASK 2,Complaint Transfer,1. Why is Jenny so surprised at the complaint? A. Because TAF has a good quality control system. B. Because Joyce Shampoo sells quite well. C. Because TAF is a very famous company. 2. What will Jenny do next? A. Ask for more details. B. Provide some explanations. C. Arrange for someone to look into the matter. 3. To whom will Jenny report the matter? A. Mr. Johnson. B. Mr. Smith. C. Frank.,Listening 1/TASK 1,A Customers Complaint,4. Language Summary,Complete the following sentences with the words given in the box, paying special attention to the use of “no matter”.,who what where when whether how,No matter _ Tom works, he always does a good job in settling customer complaints. No matter _ our products are produced, they will be sold out in quite a short time. The Customer Service staff wont trust that customer any more no matter _ he says. No matter _ hard we promote our products, there is always more to do. 5. Dont lower your quality requirements no matter _ comes. The manager decided to mass-produce the new model no matter _ it is popular with the customers at present.,where,when,what,how,who,whether,Watching 1/TASK 1,Field Investigation,1. Warming-up,Discuss with your partner and tick () those statements that you both consider to be the job duties of sales representatives.,Watching 1/TASK 1,New Words & Expressions,investigation n. 调查 In an investigation, a new fact became known, which told against him. 在调查中新发现了一件对他不利的事实。 filling n. 填充；装满 Please give me a pie with cherry filling. 请给我一个樱桃馅饼。 mix n. 混合物；配料 You can mix blue and yellow paint to make green one. 你可以把蓝色和黄色油漆混合成绿色。 batch n. 一批；一次生产的量 The first batch of cakes was burnt. 第一炉蛋糕烤焦了。,Watching 1/TASK 1,New Words & Expressions,5. formula n. 配方 They are working on the perfection of their new paint formula. 他们正在研制完善的新颜料配方。 6. section n. 部分 The section of the form is not applicable in your case. 表格这一部分不适合你的情况。 7. defective a. 有缺点的；不完美的 Her vision is seriously defective. 她的视力有严重缺陷。 8. narrow down 缩小；减少 I cannot narrow down the rules for this game. 我不能限制这场比赛的规则。,Watching 1/TASK 1,Field Investigation,2. Extensive Watching,Frank goes to Guru Supermarket for field investigation. Watch the video clip and decide whether the following statements are true or false. Then write down the key words to support your answers.,Frank is quite familiar with Susan so he goes directly to her. 2. The two defective samples will help the manufacturer in its investigation.,Can you tell me where I can find her?,Ill take these defective samples back to the company., so we can get on with our investigation.,False,True,Script,Watching 1/TASK 1,Field Investigation,3. Intensive Watching,Watch the video clip again and tick () the correct answer to each question.,Script,1. Which of the following statements is true about the two bottles of shampoo? A. They were returned by different customers. B. They both contain 500 ml of shampoo. C. They are of different brands. 2. Whats the mix and batch number of the two bottles of shampoo? A. Formula S7 and batch No. 1018001. B. Formula X7 and batch No. 1081001. C. Formula S7 and batch No. 1108001. 3. What will be learned from the batch number according to the conversation? A. Where the product was sold. B. When the product was produced. C. Where the product was produced.,Watching 1/TASK 1,Field Investigation,4. Language Summary,Rewrite the following sentences after the example.,Example: Please keep informing me of that. Please keep me informed. 1. You should at least make the clients understand you. You should at least make yourself _. 2. I heard someone repeat my name several times on the loudspeaker. I heard my name _ several times on the loudspeaker. 3. He asked her not to change their schedule. He asked her not to get their schedule _. 4. Yesterday they had two people repair their printer and computer. Yesterday they had their printer and computer _.,understood,repeated,changed,repaired,1. Warming-up,Discuss with your partner and tick () those statements that you both consider to be the job duties of sales representatives.,Watching 1/TASK 2,Corrective & Preventive Action,corrective action preventative action full inspection return and replacement,纠正措施,预防措施,全检,退货、换货,Watching 1/TASK 2,New Words & Expressions,corrective a. 纠正的 It is possible to do corrective surgery on the eyes to take care of the problem. 通过做眼睛矫正手术解决这个问题是可行的。 preventive a. 预防性的 This has proved effectively preventive. 这种药证明是很有效的预防。 preventative a. （= preventive）预防性的 Further, no preventative actions were submitted for future protocols and studies. 此外，没有提供对以后各个方案和研究的预防措施。 update v. 向提供最新信息；更新 They decided to update the computer systems. 他们决定更新计算机设备。,Watching 1/TASK 2,New Words & Expressions,5. inspector n. 检验员 An inspector checked the standard of work. 视察员查验工作的质量。 6. analyze v. 分析 We should analyze the cause and effect of this event. 我们应该分析这场事变的因果。,Watching 1/TASK 2,Corrective & Preventive Action,2. Extensive Watching,Frank is talking with Susan about the corrective and preventative action to be taken. Watch the video clip and decide whether the following statements are true or false. Then write down the key words to support your answers.,Franks only proposed action is to carry out a full inspection of TAFs stock. Frank will leave for TAF that night to investigate the cause of the short filling.,As for the preventive action, well carry out a full inspection of all the shampoo in our stock.,Ill go back to our company tonight with these two defective samples Im sure the cause will be discovered soon.,False,True,Script,3. Intensive Watching,Watch the video clip again and tick () the correct answer to each question.,Script,Watching 1/TASK 2,Corrective & Preventive Action,1. Which of the following fees are not mentioned by Susan? A. Fees for the inspectors. B. Charges for returning the defective shampoo. C. Franks transport costs back to TAF. Apart from Production, which department will also get involved in analyzing the defective samples? A. QC Department. B. Finance Department. C. Sales & Marketing Department. 3. Who will arrange a full inspection of all the Joyce shampoo at Guru Supermarket? A. Frank. B. Susan. C. Jenny.,4. Language Summary,Fill in the blanks with a noun for each verb given. Consult your dictionary if necessary.,Watching 1/TASK 2,Corrective & Preventive Action,inspection,prevention,correction,action,cooperation,Speaking 1,1. Work in pairs. Complete and practice the following conversation with your partner in turn.,A: Good morning. I purchased a computer from your company last month . Unfortunately, Im not satisfied with it. B: _? A: Im having a problem with my Internet connection. B: Did you read the instructions that come with the computer? A: Yes, but the troubleshooting section was no help. B: _? A: Well, the Internet connection doesnt work. I think the modem is broken. Id like a replacement. B: Im afraid its not our policy to replace computers just because of failure to connect to the Internet. ,What seems to be the problem?,What happened exactly,Speaking 1,1. Work in pairs. Complete and practice the following conversation with your partner in turn.,A: I bought this computer with all the software pre-loaded. I havent touched anything. B: Were sorry that youve had a problem with this computer. _? I promise you well check the settings and get back to you immediately. A: OK, that will work for me. B: Well do our best to _ as soon as possible.,Could you bring in your computer,get your computer working,Speaking 1,2. Work in pairs. Suppose you are a sales representative of Sony Electronics Inc., and a distributor is feeding back on a quality complaint about your product. Role-play the conversation according to the following instructions.,Speaking 1,Sample:,A: Good morning, Mr. Johnson. Why are you in such a hurry? B: Good morning, Miss Chen. Sorry to tell you that we have received a strange complaint about your camera. A: A strange complaint? Which model is it, please? B: The DSC-W17. A: Really? You know, that model is one of our most reliability. Whats the problem then? B: One customer complained that there are spots on pictures taken. A: What? Spots on pictures? B: Yes. He showed me some pictures with spots to prove. A: Is the camera still under guarantee? B: Yes, it is. A: What does that customer want us to do? B: He loves that model very much, so he just asks for an immediate replacement. A: OK. Ill arrange for that. And if you could send the faulty unit to us, our technicians will investigate the root cause of the problem. B: Sounds great.,Speaking 1,3. Work in pairs. Suppose you are a sales representative of a publishing house. A local bookstore has reported that one of your books contains a page which has been printed twice. Tick () the points that should be included in your investigation and explain the reasons to your partner., 1. Spend more money on advertising. 2. Package shampoo in eye-catching bottles. 3. Introduce QC inspectors in the production line. 4. Purchase expensive raw materials. 5. Maintain the filling machines regularly.,Speaking 1,4. Work in groups. Discuss and tick () the actions that are useful for a shampoo producer to prevent quality problems. Then make a report to the class.,Listening 2/TASK 1,Cause Investigation,1. Warming-up,When investigating the root cause of a quality problem, people often investigate four elements. Discuss with your partner and try to complete the following checklist.,A. No or poor procedures B. Wrong type for job C. Lack of knowledge D. Poor maintenance or design,B. Wrong type for job,C. Lack of knowledge,Listening 2/TASK 1,Cause Investigation,1. Warming-up,When investigating the root cause of a quality problem, people often investigate four elements. Discuss with your partner and try to complete the following checklist.,A. No or poor procedures B. Wrong type for job C. Lack of knowledge D. Poor maintenance or design,D. Poor maintenance or design,A. No or poor procedures,Listening 2/TASK 1,New Words & Expressions,diagnosis n. 调查分析；判断 His symptoms gave no obvious pointer to a possible diagnosis. 他的症状无法作出明确的诊断。 underway a. 进行中的 Road and bridge construction is underway. 公路和桥梁正在建设中。 diagnose v. 调查分析；判断 What more will you want to know to diagnose this problem? 要弄清这个问题，你还需要知道些什么？ instruction n. (常pl.) 指示说明 The instruction should be carried out without any reservation. 应当不折不扣地执行这个指示。,Listening 2/TASK 1,New Words & Expressions,4. compounding n. 混合，搀合 It can grow infinitely, compounding at any rate we decide. 它可以无限膨胀，混合的比例任由你我决定。 5. adjustment n. 调整 They should make adjustment to the new environment. 他们应进行调整以适应新环境。 6. capping n. 封盖 Please remove the capping. 请移走封盖。 7. labeling n. 贴标签 The European Union will be adopting energy labeling soon as well. 欧盟也将尽快通过能效标识方案。,Listening 2/TASK 1,New Words & Expressions,8. sampling n. 抽样；取样 This type of sampling has been applied exclusively to timber sales. 这种抽样仅用于木材销售。 group diagnosis 会诊 They are going to have a group diagnosis this afternoon. 他们今天下午将会进行会诊。 out of spec. 不符合规格 These are those products which are out of spec. 这些是不符合规格的产品。 to spec. 符合规格 Are these material to spec.? 这些材料是否符合规格? production line 生产线 They are checking the production line. 他们在检查生产线。,Listening 2/TASK 1,Cause Investigation,2. Extensive Listening,A meeting is held at TAF. Listen to the conversation and tick () the statements that are true.,Script,Listening 2/TASK 1,Cause Investigation,3. Intensive Listening,Listen to the conversation again and tick () the correct answer to each question.,Script,1. Whats the purpose of this meeting? A. To find out which department is responsible. B. To diagnose a quality complaint about Joyce shampoo. C. To talk about their business relationship with Guru Supermarket. 2. What will be done if the shampoo is “out of spec.”? A. An adjustment will be made. B. Tests will be run. C. Bottles will be refilled. 3. Which department will conduct a full inspection of the batch still left in the warehouse? A. Sales & Marketing. B. Production. C. Quality Control.,Listening 2/TASK 1,Cause Investigation,4. Language Summary,Compare the meaning of the italicized words in each of the sentence pairs.,These two defective bottles of shampoo are of the same mix and batch number. Several ingredients are mixed together according to the specifications in the formula instruction. QC inspectors dont get involved because labeling and packaging are done by machines. To our great surprise, no label can be found on the package of the goods.,(n. 配料),(v. 混合),(n. 贴标签；n. 包装),(n. 标签；n. 包装),Listening 2/TASK 1,Cause Investigation,4. Language Summary,Compare the meaning of the italicized words in each of the sentence pairs.,It looks as if we should start sampling at the filling stage from now on. When complaining, you must provide the defective samples involved.,(n. 抽样检查),(n. 样品),1. Warming-up,Have you ever had the following quality problems in your life? Discuss with your partner and list the possible reasons for each of them.,Listening 2/TASK 2,Cause Discovery,1. The bread bought just now smells. _ 2. One glass among a carton of newly-delivered ones is broken. _ 3. Some imported wooden