高教社新国规中职英语教材《英语服务类职业模块》服务类-U1

WorkplaceMannersUnit1英语服务类职业模块understandthetalksaboutworkplacemannerstalkaboutairportandflightservicesreadaboutgoodmannerswithcustomerswriteaboutworkplacemannersandtheimportancerealizetheimportanceofgoodworkplacemannersLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking03ReadingandWriting04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment01WarmingUp看图片，补全句子。Lookandcomplete.ahospitalaplaneahotelarestaurantanofficeasupermarket1Areceptionistworksatthefrontdeskin

.2Aflightattendantworkson

.3Acashierisworkingin

.ahotelaplaneasupermarket看图片，补全句子。Lookandcomplete.4Achefisworkingin

.5Anurseworksin

.6Aclerkworksin

.arestaurantahospitalanofficeahospitalaplaneahotelarestaurantanofficeasupermarket02ListeningandSpeaking听录音，给图片排序。Listenandnumber.ABCD1234录音原文Script1.Goodmorning.WelcometoRoseHotel.MayIhelpyou?2.Goodafternoon,ladiesandgentlemen.Welcomeaboard.3.Pleaseenjoyyourmeal.4.Thankyouforshoppingwithustoday.(Danistellinghisfriendabouttheairportandtheflight.)Iplannedto1)

toLosAngelestheotherday.Atthecheck-indesk,Ishowedmy2)

andhadmybag3)

.IalsolearnedthatIdidnotneedto4)

5)

myluggageinChicagowhereIhadastopover.Atthesecuritycheck,Iputmycarry-onluggageflatonthe6)

andsmallobjectsinthetrays.Ontheflight,I7)

acupofcoffeebecauseIfeltalittletired.AndIaskedfora8)

anda9)

,forIwantedtobemorecomfortableandwarmduringthe10)

.flypassportcheckedpickupbelthadpillowblanketflight听对话，填空并复述。Listen,completeandretell.HaveaPleasantJourney（1/2）(Atthecheck-indesk)Receptionist:Goodafternoon!Whereareyouflyingtotoday?Dan:LosAngeles.Receptionist:MayIhaveyourpassport,please?Dan:Hereyougo.Receptionist:Doyouhaveanyluggagetobechecked?Dan:Justthisone.Receptionist:OK,pleaseplaceitonthescale.Dan:Excuseme,IhaveastopoverinChicago—doIneedtopickupmyluggagethere?Receptionist:No,it’llgostraightthroughtoLosAngeles.Hereisyourboardingpass.YourflightleavesfromGate15andtheboardingtimewillbeat3:20p.m.Dan:Thanks.听对话，填空并复述。Listen,completeandretell.HaveaPleasantJourney（2/2）(Atthesecuritycheck)Inspector:Pleaseputyourcarry-onluggageflatonthebelt,andusethetraysforsmallobjects.Dan:DoIneedtotakemylaptopoutofthebag?Inspector:Yes,please.Doyouhaveanythinginyourpockets—keysorcoins?Dan:Idon’tthinkso.Inspector:OK,you’reallset!Haveaniceflight.(Ontheflight)Flightattendant:MayIhelpyou,sir?Dan:I’dliketohavesomethingtodrink.Flightattendant:Certainly.Wehavetea,coffee,fruitjuice,Cokeandmineralwater.Dan:Coffee,please.Flightattendant:

OK.Hereyouare.Dan:

Bytheway,canIhaveapillowandablanket?Flightattendant:Sure.Justamoment,please.Dan:Thanks.听对话，填空并复述。Listen,completeandretell.根据所给信息，与同伴表演对话。Actandpractice.MayIhelpyou/WhatcanIdoforyouCertainly/SureI’llbringitforyourightnow/HereyouareA:

,sir?B:I’dliketohavesomethingtodrink.A:

.Wehavetea,coffee,cokeandmineralwater.B:Coffee,please.Bytheway,canIhaveablanket?A:Ofcourse,sir.

.03ReadingandWritingDiscussandtick.与同伴讨论，勾选出正确的职场礼仪。givecustomersafriendlywelcomebepatientandkeepsmilingplaywithyoursmartphonemakecustomersfeelcomfortablebereadytohelp读文章，补全小标题。Readandcomplete.Bewell-preparedHandlecomplaintshelpfullyGreetcustomerswithasmileSaygoodbyetherightwayBehonestListenattentivelyABCDEFServeyourcustomersinafast,friendlyandhelpfulmanner,andtheywillvisityouagain.Herearesomegoodtips:1)

.

Customerswanttofeelvaluedandimportant,soasimple“Welcome”or“Hello”indicatesthatyounoticethemandverballyleadsthemintoyourbusiness.Andasmilealsocommunicatestocustomersthatyouarefriendlyandcheerful.Thesmallstephelpsstarttherelationshiponapositivenote.GoodMannerswithCustomersC读文章，补全小标题。Readandcomplete.2)

.

Whethercustomersareaskingaboutpricesofproductsortravelingschedules,beattentivetotheirquestionsorcomments,evenifyouknowtheanswerimmediately.Interruptingshowsdisrespectandneverimprovestherelationship.3)

.

Beforeyouspeakwiththecustomer,takeadeepbreathtocalmdown.Thenmaintainafriendlyandcaringtonetoshowthatyougenuinelywanttohandlethecomplaint.Afterunderstandingtheproblem,youshouldapologizebeforesayinganythingelseandmakesuretofindatimelysolution.FBBewell-preparedHandlecomplaintshelpfullyGreetcustomerswithasmileSaygoodbyetherightwayBehonestListenattentivelyABCDEF读文章，补全小标题。Readandcomplete.4)

.

Whencustomersareleaving,youhavethechancetogetsomeofthemostvaluablefeedbackfromthem.Youneedtothankthemforthat.Makingcustomersfeelappreciated,eveninthefaceofcancellation,determineswhethertheywillrecommendyoutofriendsandcolleagues.Goodbyesarenotthenewhellos,buttheycanbeapositivenewbeginning.DBewell-preparedHandlecomplaintshelpfullyGreetcustomerswithasmileSaygoodbyetherightwayBehonestListenattentivelyABCDEFReadandjudge.再读文章，判断正误。1)Afriendlysmilecanhelpyoutostartagoodrelationshipwithcustomers.2)Withoutcarefullistening,yourquickanswerscanmeanrespectforcustomers.4)Sayinggoodbyetocustomerscanmakethemfeelappreciated.3)Speakinginafriendlytonecanhelpyouunderstandthecomplaint.Discussandanswer.与同伴讨论，回答问题。1)Accordingtothepassage,whataregoodmannerstousewithcustomers?2)Canyouthinkaboutanyworkplacemannersforyourfuturejob?Dealwithcomplaintshelpfully.Greetcustomerswithasmile.Saygoodbyeintherightway.Listenattentively.Respectthepeopleweserve.Buildandmaintaintheimageofthecompany.Helpthecompanycreatemoreeconomicandsocialbenefits.根据所给信息，续写客服中心职员的职场礼仪。Thinkandwrite.1234smilelistenattentivelydealwithcomplaintssaygood-byeShegreetscustomerswithasmile.Shelistenstocustomersattentivelyandhelpsthempatiently.Sheisalwayshonesttotellthetruthtogaintrustfromcustomers.Whendealingwithcomplaints,sheapologizesfirstandmakessuretofindatimelysolution.Shesays“goodbye”and“thanks”tocustomerswhentheyleave.Lindaworksatthecustomerservicecenter.根据所给信息，续写客服中心职员的职场礼仪。Thinkandwrite.04CultureNotesCultureNotes西方人在交流中注重眼神交流（eyecontact），交谈的双方要注视对方双眼，这种视线接触表示信任和坦诚。东方人在交际时，常避免长时间直视、盯视对方，以表示谦恭和尊重。在服务行业，当我们与西方人交流时，既应避免盯视，又要与他们有较多直接的目光交流，以达到成功交际的目的。05LanguagePracticeListenandnumber.听录音，给句子排序。A)Say“goodbye”and“thankyou”whencustomersleave.B)Handlecomplaintsinahelpfulandefficientway.E)Listencarefullyandanswerpatiently.D)Alwaystellthetruthtocustomers.C)Welcomeandgreetcustomerswithasmileandmakeeyecontact.12345录音原文ScriptWhenweservecustomers,weshouldknowthefollowingmanners:Greetandserveeachcustomerwithasmileandmakeeyecontact;Listentocustomerscarefullyandanswereachquestionpatiently;Dealwithcomplaintshelpfullyandefficiently;Tellthetruthtocustomersatalltimes;Say“Thankyouforcoming”whencustomersleave.Speakandpractice.参考上述句子，与同伴练习职场礼仪。1)Whengreetingcustomers,weshould

.2)Whencustomersaskquestions,weshould

.3)Whenhandlingcomplaints,weshould

.

.4)Ifwe

,customerswillknowwhat’sgoingonand

managetheirexpectations.5)Whencustomersleave,weshould

.greetthemwithasmilelistenattentivelymaintainafriendlyandcaringtonearehonestsaygoodbyetherightwaycheerful1)Icouldseeinherfacethatlifewasfullofinterestand

.2)Weneedbothpositiveandnegative

fromourcustomers.3)Therestauranthasa

atmosphere,soitattractsmanycustomers.4)Ihavejustspentaholidayinthehotelandwill

ittomyfriends.5)Aterribleaccidentwaspreventedbythe

arrivalofthepolice.6)Thehotelstaffarefriendlyand

whenservingcustomers.expectationfeedbackcheerfulrecommendexpectationgreettimelyfeedbackcolleagueattentivelyrecommendChooseandcomplete.选择词语，用适当形式填空。timelyattentiveReadandjudge.读有关职场礼仪的句子，判断正误。Whenservingcustomers,1)youfold(交叉)yourarmsinfrontofcustomers.2)youfindfaults(差错)withcustomerswhentheymakecomplaints.3)yourushcustomerswhentheyareslow.4)youshareyourpersonalstorieswithcoworkers

whileyouareworking.5)youcommentontheappearancesofcustomers.选择语句，补全关于避免活动13中错误行为的句子。Chooseandwrite.A.Keepyourpersonalstoriesathome1)

infrontofcustomers,don’tleanagainstthedeskorfoldyourarms.2)

.Don’tshoutatcustomersorfindfaultswiththemwhentheymakecomplaints.3)

,eveniftheyareslow.Don’trushthem.4)

.Don’tsharethemwithcoworkerswhenatwork.5)

.Don’tgiveanycommentsontheappearancesofcustomers.B.FocusonyourworkC.ListencarefullyandanswerpatientlyD.StanduprightE.BeattentiveandhelpfulwithcustomersDECAB06ProblemSolvingSituationYouworkasareceptionistatthefrontdeskinahotel.Mr.Smith,abad-temperedguest,bookedaroomthreedaysago,buthecamewithapetdog.Thehotelrulesaysthatanimalscannotbeadmitted.Nowworkwithyourpartnerandchoosetheproperresponses(回答)topracticeworkplacemanners.ProblemSolvingProblemSolvingMr.SmithAreceptionistHi,I’vebookedaroomthreedaysago.TomSmith.Look,Ijustboughtapetdog.Isn’titlovely?Ihopeitwillstaywithmeinmyroom.Whatafunnyrule!Iwanttocancelmyreservation!Itsoundslikeabetteridea.AI’mafraiditcan’t,sir.Animalsaren’tallowedtocomeintothehotelrooms.BOK,let’scheckinfirst,thenwe’llgotothepetshop.CYes,itis.DPleasedon’tworry,sir.Whataboutsendingittoapetshopnearby?It’sagoodone.Theywilllookafteritverywell.EGoodmorning,sir!Welcometoourhotel.Yourname,please?ECADB07Self-assessmentUsethewordcloudtocheckthewordsandexpressionsyouhavelearned.看词汇云，检查自己对本单元单词及词组的掌握情况。Rateyourperformancebasedonwhatyouhavelearned.根据单元所学，对自己的表现加以评分。Afterlearningthisunit,Icanusethekeywordsandexpressions;getimportantdetailsaboutworkplacemanners;exchangeideasaboutgoodworkplacemanners;understandhowtofollowworkplacemanners;writeaboutworkplacemannersandthe