铁路客运英语课件(17单元)task-2-7Complaints,Thanks,Apologies and Advice

Task2-7

Complaints,Thanks,ApologiesandAdvice

I.WordsandPhrases1.makeanapologytosb.forsth.因为某事向某人道歉2.varyfrompersontoperson

因人而异3.besatisfiedwith

对……感到满意4.besincerewithpeople/begenuinewithpeople/treatpeoplesincerely

以诚待人5.disabledpeople/disabledindividual

残疾人6.temporarystop

临时停车7.complaint

投诉8.apologize/makeanapology

道歉9.proposal/suggestion/advice

建议10.naturalhazard/naturaldisaster

自然灾害I.WordsandPhrases11.dealwith/handlecomplaint

处理投诉12.professionalethics

职业道德13.investigate

调查14.claim

索赔15.serviceskills

服务技巧16.servicequality

服务质量17.serviceattitude

服务态度18.servicemode

服务方式19.clockwise

顺时针20.anticlockwise/counterclockwise

逆时针DialogueOneII.Dialoguesairconditioner空调temperatureroomtemperature

常温，室温hightemperature

高温lowtemperature

低温DialogueTwoII.Dialoguesspeakern.说话者,演讲者,发言人;扬声器;喇叭(loudspeaker)adjustv.调节,适应adjustoneselfto使自己适应adjustto适应adjustmentn.volumecontrol音量控制teatable茶桌,茶几teapoyn.foldingtableclockwiseadv.顺时针地counterclockwiseadv.逆时针地DialogueThreeII.Dialogueswornout

疲惫不堪的；耗尽的knockover

打翻；撞倒scald

v.烫伤medicalbox

医药箱DialogueFourII.Dialoguesspill

v.（使）洒出，泼出wipeup擦干净；擦掉tableclothn.桌布；台布smokingarea吸烟区ashtrayn.烟灰缸

DialogueFiveII.Dialoguessight

n.视力,视觉;看见,观览;视野,眼界catchsightof

发现atthesightof

看见atfirstsight

乍看之下,一看到就outofsight

看不见,在视野之外hit

v.打击,碰撞hurt

v.伤,损害passby

经过,从旁边走过DialogueFiveII.Dialoguesbeawareof

意识到,知道spot

n.v.看到,发现,认出frame

n.框doorframe

n.lookoutgrasp

v.抓住,握牢;理解,领悟pinch

v.捏,拧,掐,夹DialogueSixII.Dialoguesthedisabled残废者,残疾人diaper

n.<美>尿布accessibletoilet无障碍厕所barrier-freetoilet点击添加标题文字III.UsefulExpressions(1)让我给您一条建议。(2)很抱歉晚点了。(3)很抱歉给您带来不便。(4)我理解您的心情，我们会尽力帮助您。(5)我向您保证这类情况不会再出现了。Letmegiveyouapieceofadvice.Iamverysorryfordelay.Wemakeanapologizetoyoufortheinconvenience.Iunderstandyourpresentmoodandwewilltryourbesttohelpyou.Iassureyouthatthiskindofsituationwon’thappenagain.点击添加标题文字III.UsefulExpressions(6)我们正在调查，请稍等。(7)这是我们的疏忽/错误。(8)对不起，那件事我无能为力。(9)谢谢您的理解。(10)很抱歉，女士。我想这其中肯定有误会。Pleasewaitforamomentwhileweareinvestigating.Thisisournegligence/fault.Iamsorry.Icandonothingaboutthat.Thanksforyourunderstanding.I’mawfullysorry,madam.Ithinktheremustbesomemisunderstanding.点击添加标题文字III.UsefulExpressions(11)恐怕您误会了我的意思，我现在能解释一下吗？(12)我对他的服务很不满意。(13)令我失望的是，车上竟然没有热水。(14)对不起，让您久等了。I’mafraidyouhavemisunderstoodwhatIsaid.CanIexplainnow?I’mverydissatisfiedwithhisservice.Tomydisappointment,thereisnohotwateronthetrain.Iamsorrytohavekeptyouwaiting.点击添加标题文字III.UsefulExpressions(15)请保持卧铺车厢安静。(16)我不太理解您说的话。Pleasekeepquietinsleepingcar.Idon’tquiteunderstandwhatyousaid.点击添加标题文字IV.DialogueSituationSupposeyouareapassenger.Youlostyourbagduringthejourney.Thecarattendanthelpedyouandfounditback.Usetheusefulwordsandexpressionsyou’velearnedinthistasktowritealetterofthanks.V.ReadingComprehensionhandlepassengerscomplaintmeetalltheirneeds

满足所有需求varyfrompersontoperson

因人而异putoneselfinone’sshoes

设身处地为他人着想whetheryouarerightornot