英语服务类职业模块unit 1ppt课件

.,Unit1,WorkplaceManners,Contents,UnitGoals,Lead-in,ListeningGreetandserveeachcustomerwithasmileandmakeeyecontact;Listentocustomerscarefullyandanswereachquestionpatiently;Dealwithcomplaintshelpfullyandefficiently;Nevermakeanypersonalphonecallswhileserving;Nevertrytoarguewithcustomers;Say“Thankyouforcoming.”whencustomersleave.,S,WordsandExpressions4,workplace/5w:kpleIs/n.工作场所manner/5mAnE/n.举止wear/weE/v.穿greet/5ri:t/v.问候friendly/5frendlI/adj.友善的follow/5flEu/v.跟随everywhere/5evrIweE/adv.到处patient/5peIFEnt/adj.有耐心的helpful/5helpfl/adj.有帮助的,WordsandExpressions,WordsandExpressions5,visit/5vIzIt/v.拜访interested/5IntrIstId/adj.感兴趣的share/FeE/v.分享tip/tIp/n.提示issue/5Isju:/v.分配；发给contact/5kntAkt/n.接触patiently/5peIFEntlI/adv.耐心地deal/di:l/v.处理complaint/kEm5pleInt/n.投诉,WordsandExpressions,WordsandExpressions6,efficiently/I5fIFEntlI/adv.高效地personal/5p:sEnl/adj.私人的while/waIl/adv.当时候argue/5B:ju:/v.争吵beinterestedin对感兴趣nametag名称标签share.with与分享arguewithsb与某人争论,WordsandExpressions,MatchandDiscuss,MatchBwithCandthendiscussdosanddontsinservingcustomers.,ABC,TrueorFalse,Tickthecorrectanswersaccordingtowhatyoureadinthetext.,TF1.Servingcustomersonlyinafastwaycanmakethemvisitagain.2.Wearcompany-issuedclothesandanametagwhenservingcustomers.3.Greeteachcustomerwithasmile.4.Dontmakepersonalphonecallswhileservingcustomers.5.Arguewithcustomersifyoufeelyouareright.,TodayisLindasfirstdaytoworkinanoffice._,Writing,WriteaboutLindasfirstdayatacustomerservicecenter.Besuretousethefollowingwordsinyourwriting:company-issuedclothes;smile;eyecontact;dealwithcomplaint;saygood-byetocustomers.,1,2,3,4,Sheisworkingincleancompany-issuedclothes.Sheisservingthecustomerwithasmileandkeepseyecontact.Whenshedealswiththecomplaint,shetriestohelpthecustomer.Sheissayinggood-byetothecustomerwhenheleaves.,LanguageinUse,PartI.Spell,PartII.Listen,PartIII.Speak,PartIV.Read,PartV.Write,ProblemSolving,CultureTips,PartI.Spell,Spelloutthemissingwords.Thefirstletterofthewordsisalreadygiven.,1Bettyisafriendlyr_inasmallhotel.,2Annisahappyc_andshealwayssmiles.,3Tomismakingac_atthefrontdesk.,4Susanalwayss_scustomerswithasmile.,eceptionist,hef,omplaint,erve,PartI.Spell,Spelloutthemissingwords.Thefirstletterofthewordsisalreadygiven.,5MrWhiteiswearingan_onhissuit.,6Thereceptionistsg_thecustomerwithasmile.,7Wedbetternota_withourworkmates.,8Thesupermarketc_isstandingbehindthedesk.,ametag,reet,rgue,ashier,PartII.Listen,Listenandtickthefoodanddrinkstheyaretalkingabout.,script,script,Passenger:Whatsourdinnerchoice?Flightattendant:Wehavefriedfishandroastchicken.Whatwouldyoulike,sir?Passenger:Roastchicken,please.Flightattendant:Anydrinks?Passenger:MayIaskwhatyouhave?Flightattendant:Orangejuice,coffeeandmineralwater.Passenger:Orangejuice,please.Flightattendant:Sure,hereyouare.Enjoyyourmeal.,PartIII.Speak,Speakout.Inpairs,practicethedialoguebyusingthepicturesbelow.Seeifyoucansaymore.,A:Todaysmealiseither_or_.Whatwouldyoulike,sir?B:_,please.A:Hereyouare.B:Excuseme.IwonderifIcanhaveanotherportionof_.A:Sure.Enjoyyourmeal.,beef,fish,noodles,friedrice,beef,fish,Fish,fish,PartIV.Read,Readthestatementsbelowandtrytomatchthemwiththepictures.,ApassengerwouldliketohaveBeijingDuck.2.Thepassengerfeelssatisfiedbecausehecangetbothchickenandfish.3.Aliceisaflightattendantandsheworkseverythreedays.4.Aliceexplainspatientlythattheydonotservetheduckontheplane.5.Nowsheisservingmeals.,A,B,C,D,E,PartV.Write,Writeoutthemissingwordstocompleteastory.,Aliceisaflight_andsheworkseverythreedays.Nowsheisservingmeals.They_friedfishandroastchickentoday.However,apassengerasksifhecanhaveBeijingRoastDuck.Aliceexplains_tohimthattheydonotservetheduck.Thepassengerthenasksforbothchickenandfish,andAlicemeetshisneedimmediately.The_feelshappy.,attendant,serve,patiently,passenger,ProblemSolving,Part1,Part2,Part1,Youareashopassistantinadepartmentstore.AcustomerwantstobuyaT-shirtforherson.Pleasehelpherout.Usethepicturesbelowasahelp.,Shopassistant:Goodafternoon,Madam._?Customer:Yes,IdliketobuyaT-shirtformyson.Shopassistant:Oh,Isee.Whatshissize?Customer:SizeM.Shopassistant:Howabout_?Customer:Idontlikethecolor,anditsoutoffashion.,black,yellow,green,WhatcanIdoforyou,theblackone,Part1,Youareashopassistantinadepartmentstore.AcustomerwantstobuyaT-shirtforherson.Pleasehelpherout.Usethepicturesbelowasahelp.,Shopassistant:Howabout_?Customer:Thestyleisgood,butthecoloristoobright.Oh,thatgreenonelooksnice.Doyouthinkso?Shopassistant:Yes,I_.Customer:Howmuchisit?Shopassistant:75yuan.Customer:Illtakeit.Heresthemoney.Shopassistant:Thankyou_.,black,yellow,green,theyellowone,thinkso,verymuch,Part1,Youareashopassistantinadepartmentstore.AcustomerwantstobuyaT-shirtforherson.Pleasehelpherout.Usethepicturesbelowasahelp.,Shopassistant:下午好，女士。能为您做什么吗？Customer:我想给我儿子买件T恤。Shopassistant:知道了，他的尺码是多少？Customer:中码。Shopassistant:黑色这件怎么样？Customer:我不喜欢这个颜色，并且款式也过时了。Shopassistant:那黄色这件呢？Customer:款式不错，但是颜色太亮了。哦，绿色这件看起来很漂亮。你认为呢？Shopassistant:是的，我认为是。Customer:多少钱？Shopassistant:75元Customer:好，我买下了。拿好钱。Shopassistant:谢谢,black,yellow,green,Part2,Youareaflightattendant.Passengersontheplanewillhavemanydifferentrequests.Tryyourbesttomeettheirneedspolitelyandpatiently.,Conversation1F:MayIhelpyou,sir?P:Idlikesomethingtodrink.F:Sure!Wehave_.P:Acupoftea,please.F:_.,tea,coffeeandfruitjuice,Yes,sir.Hereyouare,Part2,Youareaflightattendant.Passengersontheplanewillhavemanydifferentrequests.Tryyourbesttomeettheirneedspolitelyandpatiently.,Conversation2F:MayIhelpyou,sir?P:Myheadphonesdontworkwell.Couldyouhelpmeadjustthem?F:Ofcourse!Ill_.P:Thanks.,haveatry,Part2,Youareaflightattendant.Passengersontheplanewillhavemanydifferentrequests.Tryyourbesttomeettheirneedspolitelyandpatiently.,Conversation3F:MayIhelpyou,sir?P:Ifeelalittlecold.MayIhaveablanket?F:Yes,sir._.P:Bytheway,Idlikeaglassoforangejuice.F:_.,Hereyouare,Hereyouare,CultureTips,西方人在交流中讲究“eyecontact”，交谈的双方要注视对方的双眼。西方人士认为，说话的一方“两眼直视”表示自己的诚意和坦白的胸怀，听话的一方“两眼直视”表示了自己对话题的兴趣和对于对方的尊重。但是，交谈时将目光转向地面或天花板，或将视线停在对方身体上的任何一个部位，这些都是对对方不礼貌的表现。,目光交流(eyecontact),CultureTips,商务人员或服务人员一般将自己的工作名牌戴在自己的左胸前。上面印有姓名、照片、所属部门、职务和头衔等信息。,工作名牌(nametag),UnitTask,WhatcanIdoforyou?SupposeyouareasalespersoninagiftshopandhelpsAmyandJacktobuysomebirthdaygiftsfortheirfriendBen.BrainstormwithyourgroupmembersandlistouttheappropriategiftsforBen.Apairofsunglasses,apostcard,anotebook,_,_,_,_,_,_,_.,UnitTask,2.Inturn,groupmembersserveAmyandJackinthegiftshop.3.Judgewhichofthegroupmembershasshownthebestworkmanners.,ExtendedActivities,PartA,PartB,PartC,PartA,Listenandputthefollowingsentencesinthecorrectorder.,1.Greeteverycustomerwithasmileandmakeeyecontactwiththem.2.Keepourcounterclean.3.Youshouldbepatientandpoliteallthetime.4.Wearacleancompany-issuedshirtandanametag.5.Neverarguewithcustomers.6.Nevermakeanypersonalphonecallswhileservingcustomers.,4,1,3,5,2,6,()()()()()(),script,PartA,WorkplaceManners(MaryandLindaaretalkingaboutworkplacemanners.)Mary:Imalittlenervous,Linda.Ialmostforgetwhattodo.Linda:Dontworry.Letmesee.Youwearacleancompany-issuedshirtandanametag.Excellent!Mary:Thankyou.Whatsnext?Linda:Greeteverycustomerwithasmileandmakeeyecontactwiththem.Mary:ThenImayaskthemwhatIcandoforthem.Linda:Ofcourse.Andyoushouldbepatientandpoliteallthetime.Mary:Yes,Iremember,neverarguewithcustomers.Linda:Thatsright.Trytokeepourcountercleanandnevermakeanypersonalphonecallswhileservingcustomers.Oh,someoneiscoming.Smile!,PartB,Readanddecidethegoodmannersinworkplaces.Tick()inthebrackets.,()1.Wearcleancompany-issuedclotheswhileworking.()2.Youcangreetyourcustomerswithoutlookingatthem.()3.Ifthecustomeriswrong,youcanarguewithhim.()4.Nevermakepersonalphonecallswhenservingcustomers.()5.Makesureyourworkplaceisclean.()6.Bepatientandpoliteallthetime.,PartC,Writedownthemissingwordstosumuptheworkplacemanners.,Whileworking,youshouldwear_clothes,andputonyour_.Greetandserveyourcustomerswitha_.Lis