旅游情景英语（第二版）Unit 9-2学习资料

“十二五”职业教育国家规划教材旅游情景英语课件制作：蔡慧（第二版）

旅游情景英语Unit9-2HandlingComplaints

旅游情景英语ContentsWarmingUp

LanguageFocusPracticeExtending

ConclusionReviewHomeworkUnit9-2

旅游情景英语Reviewhandle,complaint,handlingcomplaint,transportation,accommodation,entertainment,lobby,explain,delayedflight,happen,matter,receptiondesk,staff,dueto，control,trafficcontrol,arrivein,within,awfully,lookaround,gatherKeywordsandphrasesUnit9-2

旅游情景英语ReviewAsatourguide,whatshouldyoudowhentheguestcomplainsaboutfood?Unit9-2

旅游情景英语WarmingUp

DisplayofthePre-classWork:

Howshouldtourguidesdealwithguests’complaintsthatthedishesareslow?Unit9-2

旅游情景英语WarmingUp

DisplayofthePre-classWork:

Howshouldtourguidesdealwithguests’complaintsthatthetablewareiswornout?Unit9-2

旅游情景英语LanguageFocusWordsandPhrasesSituationalConversationUnit9-2

旅游情景英语WordsandExpressionsrestaurant/'restrɒnt/n.

饭店，餐馆atarestaurant在餐馆complain/kəm'pleɪn/vi.

抱怨，诉苦；vt.

诉说dish/dɪʃ/n.盘，餐具，一盘食物spoon/spu:n/n.

匙，调羹Unit9-2

旅游情景英语dirty/'dɜ:tɪ/adj.恶劣的，肮脏的；vt.弄脏；vi.变脏change/tʃeɪndʒ/vt.改变，替换anything/'eniθɪŋ/pron.

任何东西else/els/adv.其他，另外；adj.别的anythingelse还有别的需要Unit9-2

旅游情景英语SituationalConversation

Conversation2Unit9-2

旅游情景英语Scene

descriptionTheguideMissLi(A)andthetouristsarehavingdinneratarestaurant.Oneofthetourists,Mr.Thomas(B)iscomplainingtotheguideaboutthefood.Unit9-2

Conversation2ExplainingtoaGuestabouttheFood

旅游情景英语

A:Excuseme.Howisyourmeal?

B:Good，butwehavebeenwaitingfortwenty-fiveminutesforourlasttwodishes.

A:Oh,really?Mr.Thomas.Letmeaskwaiterforit.Pleasewaitamoment.

B:OK.(Afterafewminuteslater)

A:Mr.Thomas.I’mterriblysorry.Thesestaffareverybusythisevening.Butlasttwodisheswillbereadywithinsevenoreightminutes.

Unit9-2

旅游情景英语B:Great.Thankyou.A:Youarewelcome.B:MissLi.Theplateisverydirty;couldyouchangeanotheroneformenow?A:I’msosorry.Iwillchangeitforyourightnow.B:Allright.A:Hereyouare.Mr.Thomas.Anythingelse?B:It’sOK.Thankyou.Unit9-2

旅游情景英语

1.Howisyourmeal?食物怎么样？

注：游客进餐期间导游要及时询问进餐状况，耐心倾听客人所述内容，以体现出主动热情的服务意识，同时也可以提早发现问题并及时解决。2.I’mterriblysorry.Thesestaffareverybusythisevening.实在是抱歉。服务员今晚都太忙了。注：导游发现问题之后，首先向游客表示非常抱歉，并站在客观的立场解释事情发生的原因。Notes:Unit9-2

旅游情景英语

3.Butthelasttwodisheswillbereadywithinsevenoreight

minutes.

最后的两道菜将会在7-8分钟之内准备好。

注：抱歉和解释之后，导游应将处理问题的结果及时告知游客。4.Anythingelse?

还有其他需要吗？

注：问题解决之后，导游主动询问是否还有其他需求。力求让游客满意。Notes:Unit9-2

旅游情景英语UsefulExpressions:1.Howisyourmeal?

食物怎么样？2.Letmeaskthewaiter.Pleasewaitamoment.

我去问问服务员。请稍等一会儿。3.Butlasttwodisheswillbereadywithinsevenoreightminutes.

最后的两道菜将会在7-8分钟之内准备好。4.Iwillchangeitforyourightnow.

我现在马上为您换一个。5.Anythingelse?

还有其他需要吗？Unit9-2

旅游情景英语

Role-playActouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivensentencepatterns.PracticeTaskOne:Unit9-2

旅游情景英语Youareatourguideanddinningwithtouristsatarestaurant.Atouristiscomplainingabouttheslowserviceanddirtytableware.ScenedescriptionUnit9-2

旅游情景英语

CompletethefollowingdialoguesinEnglish.TaskTwo：

Ⅰ.A:thetourguide,Mr.Sun.B:atourist,Mrs.Brown.B:Excuseme,Mr.SunIhavebeenwaitinghereforanhour.Our

flightshouldbearrivedhalfanhourago.A:Yes.________________________________________（我们是11:20飞往西安的机票）.B:What’sup?A:_______________________________（恐怕航班延误了）.B:Why?A:Waitamoment.____________________________（我马上到接待处问问）.Unit9-2Wehavetheticketsforthe11:20flighttoXi'anI'mafraidtheflighthasbeendelayedIwillaskthereceptiondeskforit

旅游情景英语Unit9-2B:OK.A:Thestaffheretoldmethat_____________________________

_________________（由于空中管制而导致的航班延误）.B:Oh,it’sterrible.Whenexactlywilltheflightarrivein?A:I’mafraidabouttwohours.So

__________________________________________________

（为什么你们不到商店逛逛或者整理一下行李）？B:IsupposeIhaveto.A:Pleasepayattentiontotheannouncement.B:Noproblem.TheflighthadbeendelayedduetotheairtrafficcontrolWhydon’tyoulookingaroundtheshopsorgatheryourbaggage

旅游情景英语Unit9-2Ⅱ.A:thetourguide,MissZhouB:thetourist,Mrs.WilsonA:Excuseme._______________（餐怎么样）？B:MissZhou.Ineedtotalkwithyou.A:What’smatter?Mrs.Wilson.B:Thedishiscoldandthisglassisbroken.A:I’mterriblysorry.I’llbringyouanewone.Aboutdish,_____________________________________（我去问问服务员。请稍等一会）.HowisyourmealLetmeaskthewaiter.Pleasewaitamoment

旅游情景英语Unit9-2B:OK.A:Mrs.Wilson,wouldyoulikeitcookedalittlemore?Or

________________________________（马上为您换另外一个菜）？B:ThatisOK.Iwouldlikeitcookedagain.A:Thanks.Youaresokind._______________

（还有别的需要吗）？B:It’sOK.WouldyouwanttochangeanotheroneAnythingelse

旅游情景英语Discussion:Discussthefollowingquestionsandwriteyouranswers.Extending1.Whatarethereasonsofthetourists’complaints?2.Whatarethereasonsoftheflightdelay?Unit9-2

旅游情景英语

3.Whatwouldyousaywhentheflightdelayed?4.Whatarethereasonsofthefoodcomplaints?5.Howtoapologizetothetourists?Couldyousaythreeways?Unit9-2

旅游情景英语ConclusionwordsUsefulExpressionsforfoodcomplaints

LanguagepointsinTasksHowtodealwithcomplaintsabouttheroomnotcleaned

Handlecomplaints9-2Unit