中职英语 语文版（2021）职业模块（生产制造类）Unit 4 Office Work

Unit4OfficeWorkWhat’sanoffice?Whatdoyouknowaboutofficework?Let’stalk!What’sanoffice?Let’stalkingroups!It’sa...where...It’saplacewheremanypeoplesittogetherandwork.It’saroomwherethebossmakesdecisions.Therearealotofmachines/equipmentinanoffice.Therebe...Therewillbediscussionsandcooperation.Icanrealisemydreamandprovemyvalue.It’swhereIcanusemyprofessional/vocationalskills.Unit4-(4)

OfficeWorkJobRoleDutiesCommonLanguageQualities/skillssecretaryWehavelearnedalotaboutsecretaries,socanyoufillintheform?keymemberanswerphonecalls,type,file,arrangemeetings...speakwell,computerskills...Secretariesarealsoknownas...Theroleofasecretaryis...Theyhaveto...Tobeagoodsecretary,heorsheshouldbegoodat...Thisis...CanItakeyourmessage?...Wehaveknownsomequalitiesorskillsasecretaryneeds,doyouknowsomethingaboutcustomerservice?1.Whoiscustomer?Askandanswerinpairs.2.Whatserviceshouldbeincluded?5.Whocandocustomerservicework?3.Whendoweneedcustomerservice?4.Haveyoueverreceivedcustomerservice?Let’sreadthesequestionstogetherfirst!Whatdidyouneed?Wasitgoodornot?Why?Shareyouropinionwithus,wouldyou?customeris...customerserviceshouldinclude...Weneedcustomerservicewhen...Ihavecalledcustomerserviceoncebecause...peoplewhoare...candocustomerservicework.Ithink...Ibelieve...Inmyopinion...Accordingtomyexperience...WhatAreCustomerServiceSkills?Readthepassageingroups.Customerserviceskillsarethesetofbehavioursyourelyonwhenyouareservingcustomers.Todothis,youwilllikelyuseseveraldifferentskills.SectionⅣ

CulturalCircleReadthepassageingroups.

Communication.

Youwillneedtorespondinatimelymannerandcommunicatewiththecustomersinaclear,easy-to-understandway.

Understanding.Yourinteractionsmaybeginwithsomeonewhoisunhappy.Soitisimportantthatyouunderstandandidentifywiththefeelingsofothers.

Readthepassageingroups.

Patience.

Clientsandcustomersmightaskseveralquestions,beangry,oraskyoutorepeatinstructionsseveraltimes.Patienceisimportanttokeeptheconversationontrack;stayfriendlyandprovideapositiveexperience.

Technicalknowledge.Tosolveproblems,youneedtohavesometechnicalorindustryknowledge.Workingwithotherswillrequiredifferentskillstoseekaneffectivesolutionforeveryone.WhatAreCustomerServiceSkills?Customerserviceskillsarethesetofbehavioursyourelyonwhenyouareservingcustomers.Todothis,youwilllikelyuseseveraldifferentskills.Let’slearntheimportantwordsandphrases.

Communication.

Youwillneedtorespondinatimelymannerandcommunicatewiththecustomersinaclear,easy-to-understandway.

Understanding.Yourinteractionsmaybeginwithsomeonewhoisunhappy.Soitisimportantthatyouunderstandandidentifywiththefeelingsofothers.

Let’slearntheimportantwordsandphrases.Readthepassageingroups.

Patience.

Clientsandcustomersmightaskseveralquestions,beangry,oraskyoutorepeatinstructionsseveraltimes.Patienceisimportanttokeeptheconversationontrack;stayfriendlyandprovideapositiveexperience.

Technicalknowledge.Tosolveproblems,youneedtohavesometechnicalorindustryknowledge.Workingwithotherswillrequiredifferentskillstoseekaneffectivesolutionforeveryone.WhatAreCustomerServiceSkills?Customerserviceskillsarethesetofbehavioursyourelyonwhenyouareservingcustomers.Todothis,youwilllikelyuseseveraldifferentskills.Readafterme,please.Listentotheclipfirst.

Communication.

Youwillneedtorespondinatimelymannerandcommunicatewiththecustomersinaclear,easy-to-understandway.

Understanding.Yourinteractionsmaybeginwithsomeonewhoisunhappy.Soitisimportantthatyouunderstandandidentifywiththefeelingsofothers.

Readafterme,please.

Patience.

Clientsandcustomersmightaskseveralquestions,beangry,oraskyoutorepeatinstructionsseveraltimes.Patienceisimportanttokeeptheconversationontrack;stayfriendlyandprovideapositiveexperience.

Technicalknowledge.Tosolveproblems,youneedtohavesometechnicalorindustryknowledge.Workingwithotherswillrequiredifferentskillstoseekaneffectivesolutionforeveryone.Readafterme,please.Readbyyourselvesloudlynow!Whichgroupwouldliketoreadthepassageforus?Trueorfalse.1.Customerserviceskillsareactuallythesetofbehaviours.2.You’dbetterrespondimmediately.3.Youshouldtrytounderstandangrycustomers.4.Whencustomersaskyoutorepeatseveraltimes,youcanjustleaveorhangthemup.5.Todogoodcustomerservice,youneedsomeindustryortechnicalknowledge.

Askandanswerinpairs.2.Howmanyskillsarementionedinthispassage?3.Whenyou’refacinganangrycustomer,whatwillyoudo?4.Whatotherskillsshouldbeusedwhenprovidingcustomerservice?1.Whatarecustomerserviceskills?---Theyare...

---...,andtheyare...---Iwill...---Ithink...JobRoleDutiesCommonLanguageQualities/skillssecretarycustomerserviceyourdreamjobNowlet’stalkabouttheirjobsandyourdreamjob!keymemberanswerphonecalls,type,file,arrangemeetings...speakwell,computerskills...understanding,communication,patience,technicalknowledgeservecustomers,keepgoodcompanyimages...keyrole...Thisis...CanItakeyourmessage?...Ok.Waitaminute...CanI...?Whatwouldyou...Wouldyouliketoshareyourdreamjobwithus?Hello,everyone.Mydreamjobistobea...inthefuture.