饭店服务英语教案

1 Unit Seven complaints Teaching aims 1 practice the students listening ability 2 practice the students speaking ability 3 let the students know the produces of solving complaints and can use some useful sentences Teaching focus 1 the procedures of solving complaints 2 some useful sentences Teaching difficult how to solve the guests complains Capacity building methods Reading and speaking Role play Teaching classes 6 2 First 2classes Teaching procedures The first 2 classes step1 learn the reading materials How To Deal With Complaints Step2 reading the materials Step3 translate the materials 1 lend an ear to sb sth listen patiently and sympathetically 耐心而同情的听某人讲话 2 attentive to sb sth give attentive to sb sth An attentive audience A good hostess is always attentive to the needs of her guests 好 客的女主人能随时留心客人的需要 3 hear sb out listen until sb has finished saying what he wants to say 把某人要讲的话听完 I know you don t believe me but please hear me out 我知道 你不相信我 不过请听我把话讲完 4 jot down make a quick short written note of sth 匆匆记下 I ll just jot down their phone number before I forget it 5 put oneself in sb s shoes imagine oneself to be in sb else s position 设想某人的地位或处境 I wouldn t like to be in your shoes if they find out what you are doing 要是人家发现了你在干这件事 我可不愿设想你 有多倒霉 6 correction correcting 改正 纠正 make sth right Remedy removing sth undesirable 矫正 纠正 7 superior person of higher rank 长官 上级 Step4 the key point you should keep in mind 1 positive attitude be polite and helpful be nice to the guests 2 hear the guests not interrupt unless necessary 3 write down what the guests complaint if necessary 4 make a short apology 3 5 express your understanding and sympathy with him 6 take actions to remove the complaints The second 2 classes Step 1 read the dialogue Step 2 ask sb To translate some sentences Step 3 useful sentences 1 express your thanks Thank you for your telling about that Thank you for your telling us about that 2 listen carefully Oh Yes I see I know Oh my god 3 make apology I m sorry to hear that madam I m sorry I m awfully sorry for my carelessness I m very sorry for the inconvenience caused We are terribly sorry for all mess 4 calm the guests and express your understanding and sympathy with guests Please relax If you calm yourself I ll try my best to help you I understand how you feel and we ll try my best to help you 5 make polite patient and detailed explanations I m afraid you have misunderstand what I said It is the policy of my hotel I hope you will understand You see the hotel has just opened and the links haven t been worked out yet You know your room is at the central part of the corridor There are so many passing guests It s agsinst my regulations Because of the repairing of the electric system 6 taking actions to satisfied guests I ll speak to the person in charge and ask him to take care of this problem Just a moment sir I ll have to get the manager I ll take care of it according to your requests 4 I ll look into the matter at once I ll solve the problem for you as soon as possible I ll have the shower fixed the tub cleaned and the toilet items sent up to your room If your like I can find another room in a nearby hotel The 3rd classes Step 1 read the dialogue Step 2 ask sb to translate some sentences Step 3 exercises 1 writing Dealing with the complaints is difficult and complicated But I 2 role play After a day s sight seeing you are very tired buy when you come back to your room you find the sir conditioner can t work well So you call to the front desk You wait and wait there is nobody here