新职业英语 视听说1 Unit 7ppt课件

,1,Unit7CustomerServices,OUTLINE,Listening,Watching,Speaking,SupplementaryMaterial,1,2,1,2,1,2,FurtherListening,FurtherWatching1,FunTime,FurtherWatching2,FurtherWatching3,TeachingPlan,InClassPeriod1:Listening1Watching1Period2:Speaking1Listening2Period3:Watching2(Task1)ProjectPeriod4:Watching2(Task2)Speaking2AfterClassUnitFile+SupplementaryListening,LearningFocus,TobuildupthevocabularyaboutprovidingcustomerserviceTogetageneralideaofthebasiccomponentsinservingcustomersTobeawareoftakinggoodcareofvaluedclients,TobeabletomakeandanswerinquiresTolearnhowtomakeopinionsurveysonproductsorservicesTobecompetenttohandlecomplaintsefficiently,Knowledge:,Skills：,Listening1-Task1,1.Warming-up,Practicemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.,MakeInquiries1.Wouldyoupleasetellmehowtoopenabankaccount?2.ImwonderingifIfollowedtherightprocedureforunlockingthesafe.3.Excuseme,couldyoupleaseshowmetherightwaytoourschoollibrary?4.Imnotsurewhichcolortochoose,couldyoupleasegivemeanysuggestions?,Listening1-Task1,Practicemakingandansweringinquiries.Thefirstonehasbeengiventoyouasanexample.,AnswerInquiries1.Certainly.PleaseshowmeyourIDcardfirst,andthenfilloutthisform.2.Imafraidyouhavetoinputthepasswordfirst,sir.3.Withpleasure.Justwalkalongthepathwayandmakearightturnatthesecondcrossing.4.Idloveto.Asyouhavefaircomplexion,Ithinkthisbrightpinkwilllookterrificonyou.,1.Warming-up,Oursupervisionhotlineis2766492.我局的监督电话是2766492。,Listening1-Task1,Hotlinen.热线,Loosenv.放松；使松驰,Thoroughlyad.彻底地,Applyv.涂擦；使用,HesaysthatTomisathoroughlygoodfellow.他说汤姆是个地道的好人。,Applyasmuchforceasisnecessary.需要多大力，就施多大力。,Mybeltistootight;Imustloosenit.我的腰带太紧，我必须放松它。,Massagev.按摩；揉捏,Moisturizev.使湿润,Amassagemayrelieveyourbackpain.按摩可能会减轻你的背痛。,Moisturizetheair增加空气湿度,Listening1-Task1,2.ExtensiveListening,Roseisansweringaninquiryfromacustomer.Listentotheconversationandtick()thecorrectanswertoeachquestion.,1.WhydoesthecustomercallRose?A.Becausehedoesntknowhowtoshave.B.BecauseheisnotsatisfiedwithTAFshavingfoam.C.BecauseheisnotsureabouttheprocedureforusingTAFshavingfoam.2.IsthecustomerhappywithRosesservice?Why?A.Yes,heis,becauseRoseofferstogivehimsomefreesamples.B.Yes,heis,becauseRosegiveshimadetailedexplanation.C.No,heisnt,becauseRoseisrudewhenansweringhisquestions.,Script,Listening1-Task1,3.IntensiveListening,ListentotheconversationagainandcompletetheprocedureforusingTAFshavingfoam.,Cleanthe1with2.Wait3minutesuntiltheskingetsthoroughly4.ApplyTAFshavingfoam.5tomakesurethehairgetsmoisturized.,face,warmwater,twoorthree,wet,massagethefacealittle,Script,Listening1-Task1,4.LanguageSummary,Comparethedifferentmeaningoftheitalicizedwordsineachofthesentences.,1.Pleasewaittwoorthreeminutesuntilyourskingetsthoroughlywet.2.Hegottheshampooheorderedlastweek.3.Thecustomergotitchingblotchesoverhisface.4.Jamesgotabadcold.Hashegotbetter?,becomes,received,had,hadbecome,Listening1-Task2,Matchthefollowingwaystosurveycustomerswiththecorrespondingpictures.,doorstepvisit2.mailsurvey3.telephonesurvey,1.Warming-up,Listening1-Task2,Occasionallyad.偶尔；间或,Whitenv.使白；变白,Factorn.因素；要素,thinkofdoing考虑做,Heisagoodstudentexceptthatheisoccasionallycareless.他是个好学生，只是他偶而有些粗心。,Anothersocialfactorofsignificanceiseducation.另一个重要的社会因素是教育。,Thinkofwhatyouaredoing.想想你正在干的事情吧。,whitenonesteeth使牙齿洁白,Listening1-Task2,ListentoaconversationbetweenRoseandacustomeranddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.RoseismakinganopinionsurveyonTAFproducts.2.ThecustomerisinsuchahurrythathedoesntfinishRosesinterview.,FalseThecustomerfinishestheinterviewandgivesRosesomevaluablefeedback.,TrueImfromtheCustomerServiceDepartmentofTAF.Iwonderifyoudmindansweringafewquestionsaboutourcompanysproducts.,Script,2.ExtensiveListening,1.Whoinfluencesthecustomermostastoshopping?A.Hisparents.B.Hisfriends.C.Nobody.2.WhatistheadvantageofTAFtoothpastecomparedwithFlitzproduct?A.TAFtoothpasteischeaper.B.TAFtoothpastewhitenshisteeth.C.TAFtoothpastehasanicepackaging.3.WhydoesthecustomeroccasionallyuseFlitzproductforachange?A.BecauseFlitzhasapleasantsmell.B.BecauseFlitzmakeshisteethcomfortable.C.BecauseFlitzisreasonableinprice.,Listening1-Task2,Listentotheconversationagainandtick()thecorrectanswertoeachquestion.,Script,3.IntensiveListening,Listening1-Task2,Comparethedifferentmeaningoftheitalicizedwordsineachofthesentences.,4.LanguageSummary,Watching1-Task1,Matchthefollowingguestscomplaintswiththeclerksresponses.,CDBA,1.Warming-up,Watching1-Task1,Itchya.使人发痒的,Blotchn.皮肤上的红斑；疹块,Investigatev.调查；审查,Sourcen.来源原因；出处,tooitchytoendure痒得难熬,Toinvestigateaproblemisindeedtosolveit.调查就是解决问题。,HisconfidencewasasmuchasourceofStrengthasofdanger.他的信心既是危险的种子,也一样是力量的源泉。,Blotchprinting满地印花；底色印花,Watching1-Task1,sofar到目前为止,rightaway立即，马上,otherthan而不是,Sofar,yourealltied.到现在为止，你们不分胜负。,Thetruthisquiteotherthanwhatyouthink.事实真相和你想的完全不同。,Wearegettingbusyrightaway.我们马上就动手干。,Watching1-Task1,GloriaiscomplainingtoRoseaboutherproducts.Watchthevideoclipandtick()thecorrectanswertoeachquestion.1.WhatisGloriascomplaintabout?A.Acustomerreportedtheterriblesmelloftheproduct.B.Acustomerisallergictotheproduct.C.Acustomerisnothappywiththeexpensivepriceoftheproduct.2.WhatisRosesreactiontoGloriascomplaint?A.Sheisangry.B.Sheisexcited.C.Sheissurprised.,Script,2.ExtensiveWatching,Watching1-Task1,3.IntensiveWatching,Watchthevideoclipagainandfillintheblankswithproperwords.RosereassuresGloriathattheirproductshavepassedarigid1beforetheyare2.AsManningsstorehasbeendoingbusinesswithTAFforalongtime,Gloriahasabsolute3inTAFsinspectionwork.Rosecannotpromiseacompensationrightawaybecausetheremaybeother4causingallergy.Shewillreportthecasetothe5immediately.,inspection,produced,faith,sources,ProductionDepartment,Script,Watching1-Task1,4.LanguageSummary,Watching1-Task2,Decidewhichdepartmentshouldberesponsibleforthefollowingcomplaints.,BCDAE,1.Warming-up,Responsibilityn.责任；职责,Interviewern.主持面试者；采访者,Reactionn.反应；反作用,Individuala.个别的；独特的,Acceptfullresponsibilityforoneserror.对自己的的错误负完全责任。,Publicreactionwillreinforceit.社会反响会进一步增强它的作用。,Aftertheageofaboutthirtytheyabandonindividualambition.他们一过三十就放弃了个人的雄心壮志。,Theinterviewerhaddrivenherintoacorner.面试主持人把她追问得很窘。,Watching1-Task2,Watching1-Task2,Lightlyad.轻率地；轻轻地,Evidencen.证据；证词,Verifyv.证实；核实,rmedof把及时通知某人,Suchanillegalactshouldnotbetreatedlightly.这样的违法行为不可等闲视之。.,Wehadtoverifythecall.我们必须核实一下电话。,Keepmeinformed(of/aboutwhathappens).有事随时通知我。,Itisastatementinconflictwithotherevidence.这一陈述与其他证词不一致。,Watching1-Task2,RoseisdiscussinghowtosolvetheproblemwithDave.Watchthevideoclipandmatchthenameswiththerelatedinformation.,1,3,Script,2,4,2.ExtensiveWatching,Watching1-Task2,Watchthevideoclipagainandtick()thecorrectanswertoeachquestion.1.WhatwillDaveandhiscolleaguesdobeforetheymass-produceanewproduct?A.Theywilldesignthepackagingoftheproduct.B.Theywillconductmanytestsontheproduct.C.Theywillconductmanyopinionsurveysontheproduct.2.WhichofthefollowingisNOTDavessuggestiontoRose?A.Compensatethecustomerfirst.B.Askthecustomertostopusingtheproduct.C.Askthecustomertoprovideclinicalevidence.,Script,3.IntensiveWatching,Watching1-Task2,Reviewthefollowingsentencesconcerningcomplaintinvestigation.1.Wevereceivedacomplaintfromacustomerwhoreported.2.Beforemassproduction,wehaveconductedmanytests.3.Anyhow,beforethecauseisconfirmedwecanttreatitlightly.4.Informthecustomerto.Thenaskhimto.toverifytheresponsibility.,4.LanguageSummary,Speaking1,1.Workinpairs.Reorganizethefollowingsentencesintotherightorderandrole-playtheconversationbetweenaguestandahotelreceptionist.,246351,Speaking1,2.Workinpairs.Role-playaconversationbetweenBillyTaylor,whoisconductinganopinionsurveyonpublictransportation,andapassengerinthestreet.Thesurveyshouldinvolvethefollowingaspects.,Speaking1-2,Sample:A:Excuseme,Sir.MynameisBillyTaylor.IamfromtheCityPublicTransportationCorp.Wouldyouhavetimetoanswerafewquestions?B:Whatisitfor?A:Weareconductinganopinionsurveyonwhetherpassengersarehappywiththecityspublictransportationsystem.B:Well,inthatcase,Iwouldbegladto.A:Whichpublictransportationdoyouusuallytake,bus,ferryorsubway?B:Iusuallytakethesubway.A:Howoftendoyouuse/takeit?B:Iusesubwayalmosteveryday.A:Doyouthinkthesubwayjourneyisbetterthanbybus?B:Yes,Ithinkso.Atleasttherewillbenotrafficjams.A:Anddoyouthinkthesubwayticketisoverpriced?B:Er.Thesubwayisindeedalittlemoreexpensivethanthebus.Buttakingitsspeedandconvenienceintoconsideration,Ithinktheticketisstillreasonable.A:Thankyousomuch!Youropinionisveryusefultous.,Speaking1,3.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A:Goodmorning,FlitzCo.After-sales.B:ThisisFrankSongfromABCLtd.Iamcallingtocomplainaboutthelatestorder.A:?B:Weordered100boxesofHerbalShampooamonthago.Butthegoodsarrivedare100boxesofFloraShampoo.A:?B:Yes,wedo.Iwillfaxthecopyofthecontracttoyounow.,Whatswrongwithit,Mr.Song?,Doyouhaveacopyofthecontract,A:.IwillinformourShippingDepartmentrightawaytoseeifitistheirmistake.B:Imveryunhappywithyourmistake.!A:Imsorry,Mr.Song,butwecannotmakeacompensationuntil.Ihopeyouunderstandthat.B:?A:Imsuretomorrowmorningwewillgiveyouasatisfyingsolution.,Speaking1,Imterriblysorryfortheinconvenience,Idemandsomecompensationimmediately,weareclearitisourresponsibility,Inthatcase,whencanIreceiveyourdefiniteanswer,Speaking1,4.Workinpairs.AfterreceivingMr.Songscomplaint,theafter-salesclerkcallstheShippingDepartmenttoconfirmthecauseofthemistake.Role-playaconversationbetweenthem.Theconversationshouldinvolvethefollowingaspects.,Speaking1-4,Sample:A:Goodmorning,FlitzCo.Shipping.B:Goodmorning.ThisisJanefromafter-sales.Ireceivedacomplaintfromaclient,sayingthegoodshereceivedwerenotwhatheordered.A:Really?Howcouldthathappen?Pleasegivemehiscontractnumber.B:ItsNO.RL34372A:Letmecheck.Oh,Ivefoundtherecord.Yes.Wesent100boxesofHerbalShampootoFrankSongfromABCLtdonJune27th.B:Buthecalledtocomplainthatwhathereceivedwas100boxesofFloralShampoo.A:Thatcantbe.IrememberquiteclearlythatIsaw100boxesofHerbalShampoodeliveredfromtheProductionDepartment.DidMr.Songopenthepackagingcarton?B:Hedidntsaythat.A:Pleaseaskhimtoopenit.ThepackagingworkersmayhaveusedthewrongcartontowraptheHerbalShampoo.B:Isee.Iwillcallhimnow.A:Keepmeinformedofthelatestdevelopment.B:OK.Iwill.,Listening2-Task1,Thereareseveralmethodstogetfeedbackfromcustomers.Matchthemwiththeappropriateactions.,D,A,B,C,1.Warming-up,Listening2-Task1,Deservev.值得；应该得到,Questionnairen.调查问卷,Consumern.消费者；顾客,Flavorn.香料；风味,deservecongratulation应当受到祝贺,Wearerunningyourconsumersurveynow.我们正在忙你的用户调查表。,Itgivesourlittlemealsaneasternflavor.它给我们的便餐增添了一种东方风味。,filloutaQuestionnaire填写问卷,Listening2-Task1,Shampoon.洗发剂,accordingto根据,careabout关心；在意,Thisshampoowillcureyourdandruff.这种洗发水可除掉头皮屑。,Allyoucareaboutareyourclothesandyoujewels.你们喜欢的只是服装和首饰。,Everythingwentaccordingtoplan.一切都按计划进行。,Listening2-Task1,Roseispresentingareportoncustomerfeedbackofthelatestproducts.Listencarefullyandtick()theproductsmentionedinthereport.,Script,2.ExtensiveListening,Listening2-Task1,Listentothereportagainandfillintheblankswiththerelatedpercentage.1.customersthinkTAFshouldaddmoreflavorstotheShiningToothpaste.2.customersthinkTAFshouldimprovethebottledesignoftheFloraShampoo.3.customersthinkTAFshouldprovidemoredetailedinstructionsfortheshavingcream.4.customersbelievethatexpensiveproductshavebetterquality.,54%,27%,21%,75%,Script,3.IntensiveListening,Listening2-Task1,4.LanguageSummary,Listening2-Task2,Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasanexample.,Acceptance1.Thankyouforasking.Itsverykindofyou.,2.Thatswonderful.Thanksalot.3.Soundsgreat!WhenamIsupposedtocome?4.Idloveto!Thankyouforinvitingme.,1.Warming-up,Listening2-Task2,Ifyouareinvitedtoabusinessdinner,howwouldyourespond?Listasmanyexpressionsaspossible.Thefirstonehasbeengivenasanexample.,Refusal1.Idlovetocome,butmybabydaughterissicktodayandIhavetobewithher.,2.ImsorryIcantmakeitthistime.Thanksanyway.3.Thankyouforasking,butImafraidIcantcome.Ihavealreadymadeanappointmentwithmydentist.4.Idoappreciateyourasking,butImonabusinesstripinEuroperightnow.,1.Warming-up,Listening2-Task2,RoseiscallinghercustomerRyan.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.(1)RoseinvitesRyantoanafternoonteapartybecauseRyanjustputalargeorderwithTAF.(2)RyangladlyacceptsRosesinvitation.,TrueIthinkIcanmanagetocomeonSaturday.,FalseRoseinvitesRyantotheafternoonteapartybecausesheonceinterviewedhim.,Script,2.ExtensiveListening,Listening2-Task2,Listentotheconversationagainandtick()thecorrectanswertoeachquestion.1.Whenwilltheafternoonteapartybegin?A.At3:45Saturdayafternoon.B.At3:30Sundayafternoon.C.At3:30Saturdayafternoon.2.Whatwilltheguestsdofirstattheteaparty?A.Enjoyawonderfuldanceshow.B.Watchthepresentationofthelatestproducts.C.Receiveaninterviewonthelatestproducts.3.Whatwilltheguestsreceiveasagift?A.Thelatestproducts.B.Abagofsampleproducts.C.Abagofnicetea.,Script,3.IntensiveListening,Listening2-Task2,Iwanttoknowwheremyballpenis.Iwanttoknowifitisthebiggesttreehere.Iwanttoknowwhenhewillcome.Iwanttoknowifyouareadoctor.,4.LanguageSummary,FurtherListening,Listenandfillinthefollowingblanks.,Angela:Hello,ImAngela,Imthecustomerservicesmanager.Wouldyouliketocomewithmeandcomeandtakeaseatandyoucanexplaintome?Alison:Okay,okay,fine.Angela:CanItakeyourname?Alison:Yes,mynamesAlison.Angela:Okay.Alison,ifyoudliketo.AsIsaid,IamthecustomerservicesmanagerandIdliketohelpyou.Iunderstandyouarehavingafewproblems.Wouldyouliketojustexplainfromthebeginningwhatshappened?Alison:Well,yes.Ivejustcomebackfromoneofyourholidays.IwenttoCrete,inGreece,gotbacklastweekand.,whatactuallyistheproblem,makeyourselfcomfortable,thewholethingwasadisaster,FurtherListening,Angela:Wouldyouliketojustexplainfromthebeginningwhatshappened?Alison:Well,yes.Tostartwith,whenwegottotheairportin,inCrete,wehadatwo-hourwaitonthecoach,Ithinktherewasadelayedflightorsomething,andandAngela:Right,thatsquitepossibleAlison:YesAndIjustcantworkoutwhyyoudidnttakeustoourhotelandthencomebacktotheairportto.Angela:Right,Imsorryforthatwait.Idontknowwhattheproblemwas.Youmentionedadelayedflightthere.Asyoucanimagine,youprobablywerenttheonlyfamilyonthecoachwaiting,andtototheairportwouldhavebeenalotofextraworkandtheyliketotryandkeepeverybodytogetherwhoaregoingonthesameflight.Icanactuallylookintothatforyou,ferrypeopletoandfromresort,pickupthepeoplefromthedelayedflight,Listenandfillinthefollowingblanks.,Watching2-Task1,Matchthewordsintheleftcolumnwiththeappropriatemeaningsintherightcolumn.,1.Warming-up,Watching2-Task1,Claimn.索赔,Panicv.惊恐；恐慌,Suspectv.怀疑,Further更多的；进一步的,Whatsthedeadlineforclaim?索赔什么时候截止？,Canyoupointoutthemanyoususpect?你能把你怀疑的人指出来吗？,FurtherargumentwontmakeanyDifference.再辩论下去也不会有什么用。,Herbiggestprideisthat,inemergencies,shedoesnotpanic.她最大的优点是临危不乱。,NewWords&Expressions,Assistancen.帮助；援助,Hecalledandcalledbutnoonecametohisassistance.他喊了又喊，但没有人来帮忙。,Watching2-Task1,RoseiscallingGloria.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.RosetellsGloriathatTAFrefusestocompensatethecustomer.2.GloriaisangrywithRoseswayofhandlinghercomplaint.,FalseGloriaissatisfiedwiththewayRosehandledthecomplaint.,FalseRosetellsGloriatoverifywhoseresponsibilityitisbeforediscussingcompensation.,Script,2.ExtensiveWatching,Watching2-Task1,Watchthevideoclipagainandtick()thecorrectanswertoeachquestion.1.AccordingtoRose,whatmaycausethecustomersallergy?A.Theunusualsmell.B.Thenewingredient.C.Thenewformula.2.UnderwhatconditionsshallTAFcompensatethecustomersloss?A.Ifhecanprovideofficialdocumentstosupporthisclaim.B.Ifhecanshowhisallergicblotchestosupporthisclaim.C.Ifhecanprovidehispersonalidentification.3.WhatdoyouthinkGloriawilldonext?A.ShewillremovetheTAFproductsfromtheshelf.B.Shewillaskthecustomertostopusingtheproductforthetimebeing.C.ShewillhelpthecustomergetcompensationfromTAF.,Script,3.IntensiveWatching,Watching2-Task1,Reviewthefollowingsentences,payingspecialattentiontotheuseofimperativemood.1.Noneedtopanic!2.Remembertoaskhimtostopusingtheproduct.3.Pleasecallmeifyouneedourfurtherassistance.,4.LanguageSummary,Watching2-Task2,Lookatthefollowingpicturesandtick()thosegiftsyouthinkareappropriateforclients.,1.Warming-up,Watching2-Task2,Steadilyad.稳定地；坚固地,Efficiencyn.效率；效能,Continual连续不断的；持续的,falsealarm虚惊一场,Hewentonworkingsteadily.他继续稳健地工作。,Thecontinualstrainagedhim.持续的过度劳累使他变老了。,Hewasthevictimofafalsealarm.他受了一场虚惊。,Efficiencydependsongoodorganization.高效率依赖于良好的组织。,NewWords&Expressions,Watching2-Task2,onthecontrary相反地,alltheway一直；完全地,Youmustbetired.Onthecontrary,Ifellwideawake.你一定很累了。相反,我觉得很清醒。,Allthewaysheponderedherproblem.一路上她都在思索她的问题。,NewWords&Expressions,Watching2-Task2,RoseisvisitingGloria.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.GloriaishappywiththewayRosehandledhercomplaintlastmonth.2.GloriawillcontinuethebusinesswithTAFbecauseRosegiveshersomegifts.,FalseTheywillcontinuetheirbusinessbecauseTAFproducesqualityproductsandtheyhaveefficientafter-salesservice.,TrueYoureactedveryquicklytothecase.Werepleasedwiththat.,Script,2.ExtensiveWatching,Watching2-Task2,Watchthevideoclipagainandfillintheblankswithproperwords.,order,satisfied,false,confidence,volume,Script,3.IntensiveWatching,Watching2-Task2,Readaloudthefollowingsentencesconcerningafollow-upvisit.1.Imheretoseeifyouaresatisfiedwithourafter-salesserviceconcerningyourcomplaintlastmonth.2.Haveyouhadanyothercomplaints?3.So,thereisnoproblemaboutyourorderwithusnextyear?4.Ms.Hodge,heresagiftforyou,foryourcontinualsupportofourproductsandourdepartment.,4.LanguageSummary,FurtherWatching1,GreetingyourcustomerswithanintelligentcustomerfrontdoorUnderstandingtheir.Anticipating.Usinganymediaordevice