新职业英语基础篇-Unit 7ppt课件.ppt

Unit7 新职业英语 职业综合英语1第2版 Contents Warm 1 1 Task1Completethefollowingsurveyformaboutcampuscanteens Warm 1 2 Task2SupposeyouaretheCEOoftheCampusCanteenCorporation Accordingtothecompletedsurveyabove areyourcustomerssatisfied Howcouldyoumakeimprovements ReadingA ReadingA Text Task1 Task2 BusinessKnow how TextA 1 IReallyWanttoKnowFridaynightIwentoffmydiet IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet ReadingA TextA 2 Thefood asalways waswonderful Theservicewasevenbetterthanusual Ireallywouldhavegiventherestauranttopmarksoneveryitem butIdidn t Why We llseeinamoment ReadingA TextA 3 Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction However todosocorrectly theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish Properquestionnairedesignisjustthefirststepintheprocess Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers andwhichkeepsbiastoaminimum Thisiswheremanyorganizationsfail Thisiswherethisparticularrestaurantfailed ReadingA TextA 4 Afterwehadfinishedourcoffee thewaiterbroughtoverthecheck Withthecheckwasabriefcustomersatisfactionsurvey Onesideofthequestionnairecontainedanotefromtheowner beginningwiththewords Ireallywanttoknow Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter Onascaleof excellent good and needsimprovement thewaiterhaddrawnalinethroughallthe excellent boxes ReadingA TextA 5 AsmuchasIenjoyedtheservice Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox However manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice ReadingA TextA 6 Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace Ifhe reallywantstoknow hewouldbebetteroffaskingsomeonetohandoutpostage paidquestionnairestopeopleastheylefttherestaurant ReadingA TextA 7 Ifyouhaveacustomersatisfactionmeasurementprograminplace orifyouarethinkingofimplementingone weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign ReadingA A Trans 1 ReadingA 我真的很想知道周五晚上我结束了节食 把去年因常去曼哈顿的餐馆吃饭而增加的20磅减掉之后 我敢说我该理直气壮地美餐一顿了 为了庆祝节食成功 我和太太去了休斯顿一家我们最喜欢的餐馆 A Trans 2 饭菜与往常一样 味道好极了 服务比平常还要好 我真想给这家餐馆的每个项目都打最高分 但我没有 为什么 一会儿我们就知道了 ReadingA A Trans 3 一家公司想度量一下顾客满意度是件好事 但是 要想把这件事做好 整个度量过程必须妥善设计 并自始至终完整地实施 合理设计调查问卷仅仅是这个过程的第一步 为了能够从顾客那里获得代表性的数据样本 并将偏见降到最低 建立数据搜集程序也同样重要 许多公司却未能做到这一点 而这也正是这家餐馆的失败之处 ReadingA A Trans 4 话说我们喝完咖啡之后 侍者拿来了账单 与账单附在一起的 还有一份简要的顾客满意度调查问卷 问卷的一面是餐馆老板的一份说明 开头写着 我真的很想知道 另一面是一些标准的测量项目 以及顾客填写意见的空白处 有一点不同的是 这份调查问卷已经由侍者填完了 在 很好 好 和 有待提高 三个级别上 侍者已经在所有 很好 的方框内划了一条线 ReadingA A Trans 5 尽管我很满意这家餐馆的服务 我也不打算把一份已由别人完成了的调查问卷放到意见箱里 然而 很多人却会不假思索就将这种问卷交回 ReadingA A Trans 6 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 真的很想知道 在顾客离开时 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 ReadingA A Trans 7 如果你正在进行或者正打算进行顾客满意度调查 我们强烈建议你除了注重问卷的设计外 也要特别注意问卷的发放和回收过程 ReadingA tostop ReadingA gooff e g Hewentoffdrivingaftertheaccident e g You vebeenworkingallthemorning Ithinkyoudeservearest ReadingA deserve v tohaveearnedsomethingbygoodorbadactionsorbehavior e g LastweekIgainedanotherfivepounds ReadingA gain v toincreaseinweight speed heightorvalue e g Thisessayisadmirableinallrespects ReadingA admirable a havingmanygoodqualitiesthatpeoplerespectandadmire e g Educationshouldn tbemeasuredonlybyexaminationresults ReadingA measure v tojudgetheimportanceorvalueofsomething e g Itwastheworstdayinmyentirelife ReadingA entire a whole complete e g Wehavedecidedtoimplementthepresident ssuggestioninfull ReadingA implement v totakeactionorputintopractice e g 1 Mygrandfatherestablishedthefamilybusinessin1938 2 Therelationshipsbetweenthetwocompanieswereestablishedtwoyearsago ReadingA establish v tostart tosetup v togetsomethingespeciallybymeansofeffort ReadingA obtain e g Wewishtoobtainfirst handinformation e g Theyhaveconductedaresearchinthisparticularfield ReadingA particular a unusual singleanddifferentfromothers n ageneralexaminationorstudy ofconditions opinions etc especiallycarriedoutbyaskingpeoplequestions ReadingA survey e g Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputergames n opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeone ReadingA comment e g Doyouhaveanycommentstomakeuponmystory tocomplete aform byansweringthequestionsinthespacesprovided ReadingA fillout e g Couldyoufilloutthisapplicationformquickly v toputsomethingdowninaparticularplace toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafe ReadingA deposit e g 1 Shedepositedhercaseinthecorner 2 Youareadvisedtodeposityourvaluablesinthehotelsafe tothinkverycarefullyaboutsomething ReadingA thinktwice e g Theteacheradvisedhimtothinktwicebeforedecidingtoquitschool inexistenceandreadytobeused ReadingA inplace e g Thenewregulationsarenowinplace togivesomethingtoeachmemberofagroup ReadingA handout e g Couldyoustarthandingthesebooksout please v tostronglyadvisesomeonetodosomething ReadingA urge e g Brownurgedhertoreconsiderhisdecision n theactofsharingthingsamongalargegroupofpeopleinaplannedway ReadingA distribution e g Thedistributionofthefoodsuppliesintheearthquakeareabegantwodaysago A Task1 1 Task1Answerthefollowingquestionsaccordingtothepassage Wheredoesthewritermostprobablylive 2 Whydidthemanandhiswifegototheirfavoriterestaurantfordinner 3 Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement Houston Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum ReadingA A Task1 2 4 Whatdidtheowner snoteinthequestionnairebeginwith 5 Inordertosuccessfullymeasurecustomersatisfaction whatshouldanorganizationpaymuchattentionto Itbeganwiththewords Ireallywanttoknow Itshouldpaymuchattentiontothedistributionandcollectionprocess ReadingA A Task2 Task2Decidewhetherthefollowingstatementsaretrue T orfalse F accordingtothepassage ReadingA 1 Thewriterwasnotsatisfiedwiththemealoftherestaurant 2 Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement 3 Theowneroftherestaurantdidn treallywanttomeasurecustomersatisfaction 4 Thewriterhadn tintendedtofillintheblankquestionnaire 5 Thewriterthoughtpostage paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction F T T F T BusinessKnow how ConductingaSurvey Establishthegoalsoftheproject whattolearn Determinewhatpeoplearetargetedandhowmanyaretobeinterviewed Choosehowtointerview facetoface telephone etc Designthequestionnaire Pretestthequestionnaire ifpractical Conductinterviewsandcollectdata Analyzethedata producethefindings ReadingB ReadingB Text Task1 Task2 TextB 1 ReadingB AppleCare foriPhone EveryiPhonecomeswithayear swarranty Thewarrantyguaranteesthehardwareforafullyearandincludesupto90days support AppleCare extendsthewarrantytotwoyearsfromtheoriginaldateofpurchaseandincludestwoincidentsofaccidentaldamage eachsubjecttoa 79servicefeeplusapplicabletax TextB 2 ReadingB OnestopfortechnicalsupportAppleCare providesone stopserviceandsupportfromAppleexpertsincluding DirectaccesstoAppleexperts Repairsbymail mailinyouriPhoneusingaprepaidshippingboxprovidedbyApple Repairsinstore TakeyouriPhonetoanAppleRetailStoreorotherAppleAuthorizedServiceProvider ExpressReplacementService TextB 2 ReadingB SoftwaresupportincludedWithAppleCare AppleexpertscanhelpissueswithyouriPhoneincluding Connectingtowirelessnetworks UsingApple brandediPhoneappssuchasMailandCalendar ApplehardwarecoverAppleCare providesrepairorreplacementcover bothpartsandlabor fromApple authorizedtechnicians including iPhone Battery Includedearphonesandaccessories TextB 2 ReadingB Importantnotes1 AppleCare shouldbepurchasedwithin30daysofthedateyouboughtyournewiPhone After30days AppleCare maybepurchasedatanAppleRetailStoreorthroughanAppleCareContactCenter 2 TobuyAppleCare atanAppleRetailStore aspecialistwillfirstneedtoverifyyouriPhonepurchasedateandconfirmthatyouriPhonehasnopre existingdamage 3 TobuyAppleCare fromanAppleCareContactCenter youwillberequiredtoverifyyourpurchasedateandrunadiagnostictoconfirmthatyouriPhonehasnopre existingdamage B Trans 1 ReadingB 苹果手机延保服务 每部苹果手机均可享有一年的硬件保修服务和长达90天的免费技术支持 购买了苹果手机延保服务的手机可以将保修时限延长到购机起两年之内 还可获得多达两次的意外损坏保修服务 该项维修每次需要收取79美元和相应的税金 B Trans 1 ReadingB 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 包括 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修 特快更换服务 B Trans 2 ReadingB 苹果硬件保修苹果手机延保服务提供由苹果公司授权技术人员进行的维修或更换服务 涵盖部件和人工费 包括 手机 电池 原配耳机和配件 苹果自带软件技术支持在苹果手机延保服务条件下 苹果公司技术专家可以帮你解决手机的疑难问题 包括 连接到无线网络 使用邮件和日历等苹果品牌的手机应用程序 B Trans 2 ReadingB 重要提示1 苹果手机延保服务须在购买手机之日起30天内购买 如果在购买手机时没有选购苹果手机延保服务 你仍可前往苹果零售店或致电苹果手机延保服务联系中心进行购买 2 在苹果零售店购买苹果手机延保服务 专家需要先核实你的购机日期 并确认手机之前无任何损坏 3 如果致电苹果手机延保服务联系中心进行购买 你需要先通过购买日期验证 并运行诊断程序以确认你的手机之前无任何损坏 B Task1 ReadingB Task1Decidewhetherthefollowingstatementsaretrue T orfalse F accordingtothewarranty B Task2 ReadingB Task2SurftheofficialwebsiteofAppleandfindanswerstothefollowingcustomers questions Howmuchwillmyin warrantyservicecost Answer Warrantyserviceforeligiblerepairsisavailable for monthsfromthedateofpurchase Whattypesofdamagearenotcoveredbymywarranty Answer Apple sLimitedWarrantyforiPhoneexcludescoveragefordamageresultingfrom disassembly unauthorized andunauthorizedmodifications CanIextendservicecoverageonmyiPhonebeyondthewarranty Answer AppleCare extendsthewarrantyto yearsfromtheoriginaldateofpurchaseandincludes incidentsofaccidentaldamagefromhandling eachsubjecttoa servicefeeplusapplicabletax A B C atnocharge twelve accident service two two 79 Listening Task1 Task2 Task3 Task4 Task5 Listening Speaking L Task1 Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook Listentotheconversationandfillintheblankswithwhatyouhear W We vecheckedtheorder anditlastFriday I msosorryaboutthat M Youknowweareadesigncompany ourworkcannotbedonewithoutcomputers Ourworkhasbeenaffected W Sorry sir Wepromise M Whatifwedon tgetitbythen Ourmanageryourservice Thisisourfirstorder andthingslikethisshouldn thavehappened W Ifullyunderstandyourpositionatthismoment Idohopethisincidentwon taffectourfuturebusinessrelations M Well Ihopeso shouldhavereachedyou becauseofthedelay you llgetitnextMonday isn tsatisfiedwith Thiswill neverhappenagain Listening Speaking L Task2 Task2LisaisMr Haywood ssecretary SheistalkingwithRobertRowley abusinesspartnerofthecompany Listentotheconversationandchoosethebestanswertoeachquestionyouhear Script 1 A Becausehe soutonbusiness B Becausehedidn treceiveMr Rowley smessages C BecauseLisadidn ttellhim D Becausehehasbeenverybusyrecently 2 A Twotimes B Threetimes C Fourtimes D Fivetimes 3 A Nextweek B Bytheendoftheweek C Tomorrow D Thisafternoon Listening Speaking L 2 Script Task2Script Listening Speaking L Task3 Listening Speaking Script 1 Thewomanboughtaboxofprintingpaperlastweek TrueFalse2 OntheboxoftheprintingpaperitsaysB5 TrueFalse3 Thewomandemandedarefundof20 35pounds TrueFalse4 Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany TrueFalse yesterday 12 35pounds Task3Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse Thenwritekeywordstosupportyouranswers L 3 Script Task3Script Listening Speaking L Task4 Listening Speaking Task4Sophiaisreceivingaphonecallfromacustomer CompletetheCustomerServiceHelpFormwithwhatyouhear Script 077008865378 DVDplayer oneweekago three L 4 Script Task4Script Listening Speaking Tobettercommunicatewithacomplainingcustomer usethefollowingstepstohelpyouhandleandsolvetheproblem Firstly Writedownanynames dates andmajorpointsofthecomplaint Secondly thinktwicebefore Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced butthinkbeforeyougiveanypromise becausenothingannoyscustomersmorethanabrokenpromise L Task5 1 Listening Speaking Task5Listentothepassagetwiceandfillintheblankswithwhatyouhear listenandtakenotes makingpromises L Task5 2 Listening Speaking Thirdly checkthefacts Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself Thelaststepistooffersolutions Whenthecustomercomplains youshouldalwaysofferhimasolutiontotheproblem Ifyoucannotdirectlyfixtheproblem offerhimsomethingelsetotryandkeephimsatisfied Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone suchas to refundthemoney offerarepair offeradiscountonthenextpurchase andtheinconveniencecaused theinformation offerareplacement apologizefor Writing Writing Task1 Task2 DearMr Benson ofMarch12 thecomputeryouboughtfromusarrivedinsuchpoorcondition Itmighthavebeendamagedduringshipment anewcomputerassoonaspossible Toensureitreachesyousafely itwillbedouble packedthistime fortheinconvenienceithascaused Yourssincerely EmilyWatsonEmilyWatsonCustomerServiceManager W Task1 Writing Task1Completethefollowingletterofadjustmentwiththegivenexpressions WewillsendyouPleaseacceptourapologyThankyouforyourletterWearesosorrythat Thankyouforyourletter Wearesosorrythat Wewillsendyou Pleaseacceptourapology DearMr Walters ThankyouforyourletterofNovember15 Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly Itmighthavebeenanerrorduringshipment Wewillmakeuptheshortfallassoonaspossible andpromisethatsuchthingswillneverhappenagain Pleaseacceptourapologyfortheinconvenienceithascaused Yourssincerely WangYiWangYiCustomerServiceManager W Task2 Writing Task2Supposeyouarethecustomerservicemanagerofyourcompany WritealetterofadjustmenttotheletterofcomplaintinTask1onPage90 Sample Mini Workingroups Eachgroupaskstenstudentstofillinthequestionnairebelowabouttheiruseofmobilephonesandthendraftasummaryofthesurveyresults Mini project Workingroups RefertothesampleonPage106 Todoaresearchandthenanalyzethedatacollected In classpresentation LanguageLab LanguageLab Task1 Task2 Task3 Task4 Task5 LL Task1 LanguageLab Task1Matchthewordsorphrasesontheleftwiththeirmeaningsontheright A haveanincreaseinB inexistenceandreadytobeusedC haveearnedsomethingbygoodorbadactionsorbehaviorD stronglyadvisesomeonetodosomethingE takeactionorputintopracticeF opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG setup startH ageneralexaminationorstudy ofconditions opinions etc especiallycarriedoutbyaskingpeoplequestionsI unusual singleanddifferentfromothersJ whole complete 1 deserve 2 entire 3 survey 4 gain 5 particular 6 urge ment 8 implement 9 establish 10 inplace C J H A I D F E G B LL Task2 LanguageLab Task2Completethesentenceswiththefollowingwordsorphrases Changetheformifnecessary AfterTompassedhisdrivingtest he anapplicationforhisdriver slicense 2 MaryandIhave cooking soweliveonsaladsthesedays 3 IfIwereyou I d beforeinvestingthemoneyinthatbusiness 4 Hehadreadthenovelhimself andmadequiteafew onit 5 Thecommittee ssuggestionwillbe oncethepresidentgivesthepermission filledout goneoff thinktwice comments implemented commentthinktwiceimplementgoofffillout LL Task3 1 LanguageLab Task3Rewritethefollowingsentencesafterthemodels Model1 Anorganizationwantstomeasurecustomersatisfaction Thatisadmirable Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction 1 Iwilltranslatethisarticle Thatwillbedifficult Itwillbedifficultformetotranslatethisarticle 2 Thepolicemanhasexplainedtohimwhathadhappened Thatisnecessary Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened 3 Thelostchildrenwillfindtheirwayhome Thatwon tbepossible Itwon tbepossibleforthelostchildrentofindtheirwayhome LL Task3 2 LanguageLab Model2 Onesideofthequestionnairecontainedanotefromtheowner Thenotebeganwiththewords Ireallywanttoknow Onesideofthequestionnairecontainedanotefromtheowner beginningwiththewords Ireallywanttoknow Itrainedfortwoweekscontinuously Thatcompletelyruinedourholiday Itrainedfortwoweekscontinuously completelyruiningourholiday 2 Theycameintotheoffice Theyweresingingandlaughing Theycameintotheoffice singingandlaughing 3 Thesecretaryworkedlateintothenight Shewaspreparingalongspeechforthemanager Thesecretaryworkedlateintothenight preparingalongspeechforthemanager LL Task4 1 LanguageLab Task4Choosethebestanswerstocompletethefollowingpassage Whowasitthatsaid Thecustomerisalwaysright Maybethecustomerisn talwaysright butifyouwanttokeepthem makesuretheylikeyou Runyoureyesdownthe