旅游英语2unit14.ppt

1、,Listening,Unit 13 Settling complaints,解决投诉,Unit Objectives,After learning this unit, you should understand what is the definition and classification of complaints; master the basic words and expressions about settling complaints; get some background information about tourism complaints; find ways t

2、o improve your writing skills about replying letters of complaints; be familiar with the UK Travel Industry and the process of settling complaints.,Listening,Background Knowledge,Tourism complaint is a common phenomenon in tourism activities. Tourism complaint is that tourists and overseas traveling

3、 salesmen, domestic tourism operators and others make a complaint about the damage to the legitimate standards of tourism operators and related services units in order to safeguard their own legitimate rights of the tourism, in writing or orally request of handling the complaints to the tourism admi

4、nistration departments.,Listening,Background Knowledge,AComplaints category （投诉者类别） 1. Complaints of domestic tourism （国内旅游投诉） 2. Outbound tourism complaints （出境旅游投诉） 3. Inbound tourism complaints （入境旅游投诉） BThe complainant type （被投诉者类别） 1. Travel agencies （旅行社） 2. Hotels （饭店） 3. Dining （餐饮） 3. Inter

5、esting places （景点） 4. Shopping （购物） 5. Transportation （交通） 6. The other （其它）,Listening,Practical Materials,Dialogue 1 a. Listen to Dialogue One and decide whether each of the following sentences is true (T) or false (F). 1. _ Frank lives in room 158. 2. _ _ Frank wants to change a room at first. 3.

6、_ There is something wrong with that air-condition. 4. _ The assistant manager will send a repairman to check that air-condition at once. 5. _ At last Frank doesnt want to change his room.,F,T,T,T,F,Listening,b. Listen to the dialogue and answer these questions. 1. Whats the guests name? Frank. 2. W

7、ho was woken up several times by the heat the bad air-condition made? Franks child. 3. Do you know the phrase “She said it was too much for her”? It means that she couldnt bear it. 4. Do they have a spare room for Frank today? No. 5. Do you know the phrase “have a sound sleep”? It means have a good

8、sleep.,Practical Materials,Listening,c. Listen to the dialogue again and supply the missing words. 1. My child was woken up several times by the the bad air-condition made. 2. Im sorry, sir. 3. The American 下降The business of the company was dropping off. 睡着She dropped off during the sermon. 送达 Help

9、yourself to drop off the package to No. 235.,An Accident,a. Answer the following questions according to the Passage. 1. Who is Jack? _ He is the manager of a 120-seat restaurant in a resort area in Hong Kong. 2. What does he see when he opens the door one night? _He sees that the wife of one of his

10、customers is sitting on the steps holding her ankle. 3. What does the husband do the next day? The husband drops off the hospital bill to Jack and threatens a lawsuit. 4. What wasnt safe about the employees door? The light beside this door isnt very bright. 5. What should Jack have done to make sure

11、 customers did not use the employees door? He should have put a sign or reminder on the door.,b. Translate the expressions into Chinese or English. 1. resort area 旅游景点 health resorts 疗养地 summer resorts 避暑胜地 resort to 凭借，求助 2. the side door 侧门 side by side 并肩地，互相支持地 put on side 自负，摆架子 on/from all sid

12、es 在（从）各方面,Exercises,3. emergency room 急诊室 an emergency exit 紧急出口 an emergency fund 应急基金 in emergency 在紧急情况时 4. pull up the car 停下车 pull sb. up 阻止，申诉 pull up with 追上 pull-up 路边饮食店,Exercises,c. Choose an appropriate word or phrase to fill in each blank to make each sentence meaningful, and change its

13、 form where necessary. 1. His mother was killed in a road when he was still a young boy. 2. The policeman told the old man that the bus would d at the station. 3. The accountant all these figures before she leaves the company every day. 4. The young soldier failed , in spite of all that had been don

14、e. 5. There were large of people in the streets on Christmas Eve.,accident,drop him off,checks,after all,crowds,6. After a long of 5 years, the murderer was sentenced to death in the end. 7. His parents were very glad to hear that he had passed the university examination. 8. I wonder how often you y

15、our elder sister. 9. Mind the when you go down into the cellar. 10.The farmer the seedlings, pulled up some of them to allow the others to grow better.,lawsuit,entrance,hear from,steps,thinned out,d. Translate the following sentences into English with words or phrases given in the brackets. 1. 如果其他手

16、段都失败的话，我们将诉诸武力。（resort to） If other means fail, we shall resort to force. 2. 在过去的十年里，战争和疾病已使这个国家的人口减少了。（thin out） War and disease have thinned out the population of the country in the past 10 years. 3. 他和我约好下午六点钟到这儿去看医生。（promise） He promised me to be here to see a doctor at 6:00 p.m. 4. 在这个年轻人威胁说要杀死

17、他的女友后，他被警察逮捕了。（threaten） After the young man threatened to kill his girl friend, he was arrested by the police. 5. 结完帐后他匆匆忙忙地驾车赶往机场，把他的手机落到了旅馆。（check out） After checking out, he drove to the airport hurriedly with his mobile phone left behind at the hotel.,A Letter on a Reply to a Guests Complaint 回

18、复投诉信 （1）Reply to a Guests Complaint 主题：因空运行李丢失而要求赔偿 尊敬的斯图尔特先生： 我于5月2日乘坐贵公司603航班从巴尔的摩飞往圣路易斯。然而，航班起飞前我在贵公司柜台办理托运的手提箱却根本没有抵达圣路易斯，此后6周也毫无音讯，而且对手提箱及其中物品也无人对我进行任何补偿。 很显然我的行李已丢失，于是我向圣路易斯的行李索赔部的雷切尔小姐报告了此事。在离开机场前，我还填写了报告单。现将此单复印件连同此信一起挂号寄给你，随信还附上一份提箱内物品的详细清单及大概价格。 我知道你方只负责承担丢失物品的折旧价格而不是全额的赔偿。由于我索赔的总金额在规定的国内航班对每位乘客行李丢失索赔限额的75之下，因此我看不出在处理本索赔中有进一步耽搁的理由。 您真诚的 亨利李 2008年7月6日,A Claim Letter,主题：因住宿受打扰而要求旅馆赔偿 尊敬的保罗先生： 在6月3日至5日的周末，我和3个朋友参加了在贵旅馆举行的妇女政治研讨会。我们定了一个房间住了两夜，但其中一个夜晚我们几乎无法