中职英语 语文版（2021） 职业模块（服务类）Unit 5 Emergenc

Unit5—（1）EmergencyTreatment

Putsafetyfirstandplaceemphasisonprevention.flooddisaster

洪涝灾害snowstorm

暴雪earthquake

地震sandstorm

沙尘暴fireaccident

火灾事故elevatoraccident

电梯事故flooddisaster

洪涝灾害earthquake

地震sandstorm

沙尘暴fireaccident

火灾事故elevatoraccident

电梯事故snowstorm

暴雪ReadandLearnSectionIIIntensiveActivetiesPartB:SpeakingHowtoHandleGuestComplaints如何处理客人投诉DisccussPART01HowDoYouLookontheGuestComplaints?怎么看待客人的投诉？NegativeAttitude:消极的态度：ComplaintsAreMisfortune!投诉是——厄运！PositiveAttitude:积极的态度：ComplaintsAreOpportunities!投诉是——机会！WhyGuestsComplain?客人为什么会投诉？

SubjectiveReasons:主观方面的原因：1Notrespectingguest不尊重客人2Notresponsibleforthejob工作不负责任ObjectiveReasons:客观方面的原因：

Whenguestssubjectivelythinkthattheysufferthetroublescausedbystaff’smisconductontheirjob.客人的投诉，是指客人主观上认为由于我们工作上的差错而引起的麻烦和烦恼，或者损害了他们的利益等情况。ThinkanddisccussTalkingDown

压制客人BeingDefensive–TakingGuestComplaintsPersonally

把客人的抱怨看成是个人问题BlamingAnotherEmployeeorDepartment

责怪其他部门的同事BlamingGuestandArguingBack

责怪客人甚至与他们争执NegativeReactionstowardshandlingguestcomplaints（对待客人投诉的几种不正确的态度）TheStepsforHandlingGuestComplaints处理客人投诉的步骤ANYQUESTIONS还有问题吗PartB:Replyingtoacomplaint(应对投诉)

1.HowcanIhelpyou？

您有什么事吗？2.I'mveryunsatisfiedwithyourservice.

我对你们的服务不满意。3.Couldyoutellmetheproblem,please?

请您告诉我投诉的问题？4.MayIhaveyournameandyourphonenumberplease?

可以告诉我您的姓名和电话吗？5.We’lldeliveritimmediately.Willsomeonebeathomethisafternoon?

立马送货。今天下午家里有人吗？6.Weapologiseagainforthelatedelivery.

我们为发货晚了表示歉意。Readanddiscussthemainsentencesaboutthedialouge.Readthedialogueandactitoutinpairs.Clerk:Goodafternoon,reception.HowcanIhelpyou？Customer:I'mveryunsatisfiedwithyourservice.Clerk:Couldyoutellmetheproblem,please?Customer:ThewashingmachineIboughtseveraldaysagohasnotbeendeliveredtomeyet.Clerk:We'reterriblysorryaboutthis.MayIhaveyournameandyourphonenumberplease?Customer:MynameisDavid.Mynumberis1345676358.Clerk:I'mverysorry.We’lldeliveritimmediately.

Willsomeonebeathomethisafternoon?Customer:Yes,I'mathomeallday.Clerk:OK.Weapologiseagainforthelatedelivery.Customer:Noproblem.PairworkClerk:Goodafternoon,reception.HowcanIhelpyou？Customer:I'mveryunsatisfiedwithyourservice.Clerk:Couldyoutellmetheproblem,please?Customer:ThewashingmachineIboughtseveraldaysagohasnotbeendeliveredtomeyet.Clerk:We'reterriblysorryaboutthis.MayIhaveyournameandyourphonenumberplease?Customer:MynameisDavid.Mynumberis1345676358.Clerk:I'mverysorry.We’lldeliveritimmediately.

Willsomeonebeathomethisafternoon?Customer:Yes,I'mathomeallday.Clerk:OK.Weapologiseagainforthelatedelivery.Customer:Noproblem.

Selectedtwogrouptoactthedialouge:Homework:

1.Usethesentencestructurestodealwithsomeemergencysituations.

HowcanIhelpyou？

I'mveryunsatisfiedwithyourservice.Couldyoutellmetheproblem,please?MayIhaveyournameandyourphonenumberplease?

We’lldeliveritimmediately.Willsomeonebeathomethisafternoon?Weapologiseagainforthelatedelivery.PartC:

Escapingfromafireinahigh-risebuilding.Lookatthepicturesandcompletethesentences.PairworkLookatthepicturesandcompletethesentences.PairworkLookatthepicturesandcompletethesentences.Checktheanswers:ifyoufindafireevacuationroutegodownstairsReadthesentencesloudly.Lookatthepicturesandcompletethesentences.Checktheanswerscan’tescapeonyourhandReadthesentencesloudly.Summary:Remember4sentences.

1.Call119,ifyoufindafire.2.Knowevacuationroute,andgodownstairs.3.Askforhelpifyoucan’tescapebyyourself.4.Keepthekeyonyourhand.Homework:Remember4sentences.

1.Call119,ifyoufindafire.2.Kno