unit4servingcustomers市公开课一等奖省赛课微课金奖课件.pptx

单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,单击此处编辑母版标题样式,英语（服务类）（职业模块）,UNIT 4,Serving Customers,Unit 4,Serving Customers,1/64,Contents,Unit Goals,Lead-in,Listening&Speaking,Reading&Writing,Language in Use,Unit Task,Extended Activities,Fun Time,2/64,Unit Goals,Learners should be able to,give and take customers orders,give suggestions to customers,understand the duties and communicative skills of an attendant,write about working experience,3/64,Lead-in,People need service at(in)_.,an airport,a hospital,a travel agency,a bank,a hotel,a shop,a post office,a restaurant,4/64,Listening&Speaking,Part I,Part II,Words and Expressions,5/64,Part I,Listening 1,Dialogue 1,Role Play,6/64,Listening 1,Tick in the boxes the food and drinks you hear.,Script,Customer,1,chicken soup,sandwich,fried rice,tea,Customer,2,orange juice,salad,hamburger,milk,Customer,pizza,coffee,noodles,French fries,3,7/64,Script,1.A:What would you like to order?,B:Id like a bowl of chicken soup and a sandwich.,2.A:What would you like to order?,B:Id like a hamburger and a cup of milk.,3.A:What would you like to order?,B:Id like a pizza and some French fries.,8/64,Dialogue 1,Are You Ready to Order,Madam?,(A waiter is taking orders in a restaurant.),Waiter:Are you ready to order,Madam?,Guest:Yes,I am.,Waiter:What would you like?,Guest:Id like a hamburger.,Waiter:Would you like something to,drink?We have orange,mango,and apple juice.,Guest:Id like a glass of orange juice,please.,9/64,Role Play,Practice the dialogue by using the pictures below and see if you can say more.,apple pie/a cup of tea,fried chicken/a cup of coffee,a pizza/a can of orange soda,10/64,Role Play,Waiter:Excuse me,Sir.May I take your,order now?,Guest:Yes,please.Id like a pizza and some,fried chicken.,Waiter:Would you like something to drink.,We have red wine,fruit juice and,milk.,Guest:Please give me two cups of red wine.,apple pie/a cup of tea,a pizza/a can of orange soda,11/64,Role Play,Waiter:Excuse me,Madam.May I take your,order now?,Guest:Please wait a moment.My friend is,coming on the way.,Waiter:OK.Would you like something to drink,first?,Guest:Please give me a cup of water.,Waiter:OK,here is the menu.You could have a,look at it.,apple pie/a cup of tea,a pizza/a can of orange soda,12/64,Part II,Listening 2,Dialogue 2,Role Play,13/64,Listening 2,Listen and number the pictures.,Script,A,B,C,D,4,2,1,3,14/64,Script,1.If you go to America,dont forget to visit the White House.,2.If you go to China,I recommend you go and visit the Great Wall.,3.The Leaning Tower of Pisa in Italy is different from other towers in the world.Its a must to see.,4.When you go to London,you must visit Tower Bridge.It is one of the most famous bridges in the world.,15/64,Dialogue 2,Can You Recommend Somewhere for Me?,(Amy is going on a holiday trip.She is at a travel agency,talking with a travel agent.),Amy:Id like to book a short holiday somewhere in Britain.,Agent:Do you have any place in mind?,Amy:Well,I havent made up my mind.Can you recommend somewhere for me?,Agent:There is London,of course.,Amy:Sounds great.What are the places of interest in London?,Agent:Well,theres Tower Bridge.Its one of the most famous bridges in the world.Its a must to see.,16/64,Role Play,A:,I d like to book a short holiday somewhere in _.,B:,Do you have any place in mind?,A:Well,I havent made up my mind.Can you recommend somewhere for me?,B:,There is _,of course.,Rome,Italy,1,2,London,England,3,Paris,France,Practice the dialogue by using the pictures below and see if you can say more.,17/64,Rome,Italy,The Coliseum,klsim,）意大利古罗马竞技场罗马斗兽场（,Colosseum,）是古罗马帝国专供奴隶主、贵族和自由民观看斗兽或奴隶角斗地方。建于公元,72,至,82,年间，是古罗马文明象征。遗址位于意大利首都罗马市中心从外观上看，它呈正圆形；俯瞰时，它是椭圆形。它占地面积约,2,万平方米，能够容纳近九万人数观众。,18/64,The London Eye:,伦敦眼，全称英国航空伦敦眼（,The British Airways London Eye,）又称千禧之轮，坐落在,伦敦泰晤士,河畔，是世界第四大,摩天轮,，是伦敦地标之一，也是伦敦最吸引游人观光点之一。伦敦眼于,1999,年年底开幕，总高度,135,米（,443,英尺,）。伦敦眼共有,32,个乘坐舱，因舱内外用,钢化玻璃,打造，所以设有空调系统。每个乘坐舱可载客约,16,名，回转速度约为每秒,0.26,米，即一圈需时,30,分钟。,London,England,19/64,Arc de Triomphe,巴黎凯旋门是欧洲,100,多座凯旋门中最大一座，也是巴黎市四大代表建筑（即,埃菲尔铁塔,，凯旋门，,卢浮宫,和,卢浮宫博物馆,，,巴黎圣母院,）之一。这座雄伟建筑是为纪念拿破仑,1806,年,2,月在奥斯特尔里茨战役中打败俄、奥联军而建，,12,条大街以凯旋门为中心，向四面辐射，气势磅礴，形似星光四射，所以，被称为,“,星形广场,”,。,Paris,France,20/64,Words and Expressions 1,sandwich,/5sAnwIdV,5sAn,d,wItF/,n.,三明治,fried,/fraId/,adj.,油炸,hamburger,/5hAmb,:E/,n.,汉堡包,pizza,/5pi:tsE/,n.,比萨饼,mango,/5mANEu/,n.,芒果,recommend,/rekE5mend/,v.,推荐；推介,tower,/5tauE/,n.,塔,Italy,/5ItElI/,n.,意大利,Words and Expressions,21/64,Words and Expressions 2,Words and Expressions,bridge,/brIdV/,n.,桥,somewhere,/5sQmweE/,n.,某处,holiday,/5h,lEdI,95h,lEdeI/,n.,假日，假期,trip,/trIp/,n,.,旅行,agency,/5eIdVEnsI/,n.,代理处,agent,/5eIdVnt/,n.,代理人,book,/bUk/,v.,预订,Britain,/5brItn/,n.,英国,22/64,Words and Expressions 3,Words and Expressions,sound,/saUnd/,v.,听起来,must,/mQst,mEst/,n.,口必须做事；必需东西,a bowl of,一碗,a can of,一听；一罐,travel agency,旅行社,travel agent,旅行社代理人,have.in mind,有想法；心存,place of interest,名胜,23/64,Reading&Writing,Reading,Writing,24/64,Reading,Pre-reading Activity,Text,Words and Expressions,Read and Match,Short-answer Questions,25/64,Bartender,barmaid,barman:,a man who works in a bar,serving drinks.,26/64,Pre-reading Activity,Have a discussion with your partner and tick the right choices about a bartender.,A bartender,()should have some special training.,()mixes different kinds of drinks.,()doesnt need to work at night.,()should be kind and friendly to guests.,()can often drink alcohol during his work time.,()can get some tips if he does a good job.,27/64,Text,A Bartender,eing a bartender has been my dream,so I attended a training school and studied there for 2 years after graduating from my middle school.Now I am skillful at mixing different kinds of drinks.I work four nights a week and earn a lot of moneyI meet different people,young and old,men and women.I keep smiling and try to satisfy them.Because of my good service and thoughtfulness,I always get some tips.You see,I get along well with my customers.,B,28/64,Words and Expressions 4,Words and Expressions,bartender,/5bB:tendE/,n.,酒吧招待；酒吧侍者,special,/5speFEl/,adj.,尤其；特殊,mix,/mIks/,v.,调制；配制,during,/5djuErIN/,prep.,在期间,dream,/dri:m/,n.,梦想,attend,/E5tend/,v.,参加,graduate,/5rAdVueIt/,v.,毕业,29/64,Words and Expressions 5,skillful,/5skIlfl/,adj.,熟练；有技巧,earn,/,:n/,v.,赚得；取得,satisfy,/5sAtIsfaI/,v.,使满足；使满意,thoughtfulness,/5WC:tfl9nIs/,n.,体贴；细心,customer,/5kQstEmE/,n.,用户,always,/5C:lweIz/,adv.,总是；一直,tip,/tIp/,n.,小费,Words and Expressions,30/64,Words and Expressions 6,training school,培训学校,middle school,中学,be skillful at,精于,earn money,挣钱,get along with,与相处,Words and Expressions,31/64,Read and Match,Match the words with their meanings.,1._ dream A.gain in return for work,2._ skillful B.having ability to do well,3._ mix C.picture of future,4._ earn D.meet the needs of,5._ satisfy E.put together,6._ tip F.extra payment given for service,C,B,E,A,D,F,32/64,Short-answer Questions,After reading the text,give short answers to the following questions.,1.How many years did the bartender study at a training school?,_,2.Is he good at his job?,_,3.How long does he work every week?,_,4.What kind of people does he meet at work?,_,5.Is he satisfied with his job?,_,2 years.,Yes,he is.,He works four nights a week.,He meets different kinds of people.,Yes,he is33/64,Writing,Write out a passage according to the following pictures.You can refer to the text.,1,2,3,4,I am working as a bartender now!,I attended _ in.I learned how to _.,My _ is on Monday,Wednesday,Friday and Sunday nights.I _.I get along very well with my customers.,a training school,mix drinks,working time,keep smiling and work hard,34/64,Language in Use,Part I.Spell,Part,II.,Listen,Part,III.,Speak,Part IV.Read,Part,V.,Write,Problem Solving,Culture Tips,35/64,Part I.Spell,Spell,out the missing words.The first letter of the words is already given.,1,Tom works as a,travel a_ _ _ _.,2,Albert often s_ _ _s,warmly.,3,A b_ _ _ _ _ _,is standing behind the table.,4,James is o_ _ _ _ing,some dishes in a,restaurant.,gent,mile,artender,rder,36/64,Part I.Spell,Spell,out the missing words.The first letter of the words is already given.,5,I get some t_ _s for,my good service.,6,My friend r_ _ _ _ _ _ _s a plan to,me.,7,Philip serves c_ _ _ _ _ _ _s every day.,8,Did you b_ _ _ a hotel,room yesterday?,ip,ecommend,ustomer,ook,37/64,Part,II.,Listen,Listen,and choose what you hear.,poster,afternoon,advertising,light,large,think,Script,38/64,Script,Salesman:Good morning,sir.What can I do for you today?,Customer:Id like to have a bike.Not too big,and not too small.,Salesman:Let me check.What do you think of this one?,Customer:Hmm Where is the light?I remember there was one on the poster.,Salesman:Well,sir.Thats been sold out.,39/64,Part III.Speak,Speak,out.In pairs,practice the dialogue by using the pictures below.See if you can,say more.,A:,Good morning,sir.What can I do for you today?,B:,Id like to have a _.,A:,Let me check.What do you think of this one?,B:,Hmm,its nice.And it has a lovely _,too.,camera,bag,computer,mouse,1,2,3,4,camera,bag,40/64,Part IV.Read,Read,the statements below and try to match them with the pictures.,A,B,C,D,1)The Bicycle Store sells many kinds of bicycles.,2)There is also a pretty girl in the poster,but we dont sell pretty girls.,3)A customer came in and wanted to buy a bike.,4)There was a light on the bike in the poster.,41/64,Part V.Write,Write,out the missing words to complete a story.,The bicycle store sells many kinds of bikes.One day,a _ came in and wanted,to buy a bike that was advertised in the poster.The _ showed him a bike.The,customer had a look at the bike and complained that there was not a light on the bike,but,there was one on the bike in the poster.The salesman then said _,“Sir,there is,also a pretty girl in the poster,but we dont _ pretty girls.”,customer,salesman,politely,sell,42/64,Problem Solving,Part,1,Part,2,43/64,Part 1,The couple needs help!,Check the menu below and recommend some dishes to them.,American Dishes,Fried Chicken&Potatoes,Fried Fish&Potatoes,Roast Fish&Tomato Soup,Bacon&Eggs,Potatoes,Chinese Dishes,Fried Rice,Fried Noodles,Steamed Fish,Desserts,Coffee,Ice Cream,Apple Pie,44/64,培根系由英语“,Bacon”,译音而来，其原意是烟熏肋条肉,（即方肉）或烟熏咸背脊肉。培根是西式肉制品三大主要品种,(,火腿、灌肠、培根,),之一，其风味除带有适口咸味之外，,45/64,Part 1,The couple needs help!,Waiter:Are you ready to order,sir?,Husband:Hmm.,Id like an American dish,but I hate potatoes.,Waiter:Well,what about _?,Husband:Sounds nice.,Waiter:And you,Madam?,Wife:Well,I want a Chinese dish.What would you recommend?,Waiter:How about _?,Wife:Thats fine.,Waiter:What would you like to have for dessert?,Husband:Hmm.,I want an apple pie and my wife wants something cold and sweet.,Waiter:Well,what about _?,Wife:Sounds great.,roast fish&tomato soup,steamed fish,ice cream,46/64,Part 2,Can you help Mary out?,Rose wants to visit your city,but she knows nothing about the hotels there.Can you help her out by telling her some useful information?,1.Is there a better quality hotel in your city?,2.How far is it from the supermarket/shopping center/places of interest?,3.Is it easy to take a bus/subway/taxi from the hotel?,4.Write down the hotels name for Rose.,There are many good hotels in our city offering first-rate facilities and high-quality service.Flying Hotel is one of them.It is close to the TV Tower where you can overlook the whole city.And it takes only a 15-minute ride to the shopping center in downtown.And you can easily reach the hotel both by bus and by taxi.,47/64,Golden Dragon Hotel is located near the train station.It is only two minutes walk to Carrefour Supermarket,KFC,Pizza Hut and Pinghetang.The hotel provides housekeeping,laundry and entertainment services.The restaurant is on the second floor.The breakfast there is famous in Zhuzhou city.,48/64,Culture Tips,伦敦London),英国首都,，英格兰首府，全国政治、经济和文化中心，第一大城及第一大港，全球三大金融中心之一。,49/64,Culture Tips,伦敦市最漂亮开启式大桥,，在两个巨大,桥墩上建有,5,层楼高高塔，连接双塔顶层是一条高出水面,140,米行人桥，站在塔顶可观赏附近绮丽风光。,伦敦塔桥,(Tower Bridge),小费,(tip),源于,18,世纪英国伦敦,，是服务行业中用户感激服务人员一个酬劳形式，通常占到消费额,10%,20%,。,50/64,Unit Task,What can I do for you?,Some American friends are sightseeing in your city,but they do not know very much about the city.As a tour guide,work with your group members to introduce the city to them.,1.,Brainstorm with your group members some places of interest in,your city.Then write down three popular places.,(1)_,(2)_,(3)_,51/64,Unit Task,2.Write down the reasons for your choices to a certain place.,3.,Interview your classmates about their favorite places of interest.,scene,food,people,52/64,Extended Activities,Part A,Part B,Part C,53/64,Our government has launched,The Public Rental Bicycle System,in.It is an,efficient way to reduce the burdon of the transportation and reduce the pollution to the,enviroment.,54/64,Xiangjiang River Scenic Belt Zhuzhou Section,is a newly-built charming scenic spot,in our city.It offers citizens an ideal place for sports,sight-seeing and recreation.,55/64,Yandi Square,is definitely a must-see if you visit our city.,We built the square to honor,Yandi Emperor.People can fly kites and enjoy them weekend here.Wal-mart,supermarket and Sun City Plaza is built near the square too.,The new,Shenlong City,has just finished its constrution.It is another attractive scenic,spot in our city cost more than 10 billion yuan to be built as the landscape center of,Yandi Culture for all citizens.,56/64,Part A,Listen and number the pictures.,Script,A,B,C,D,(),(),(),(),3,1,4,2,57/64,Script,Rules for Serving Customers,1.We should always keep smiling and be patient.,2.Never argue with customers even if they are wrong.,3.We should always listen to customers.,4.We try to be nice and friendly people.,58/64,Part B,Read and decide the good ways to serve customers.Tick()in the brackets.,1.()Never argue with customers.It will only make the problem more serious.,2.()Keep smiling and patient even when you know what they are going to say.,3.()Try to enjoy listening to people even when it is difficult to get along with them.,4.()Try to be the nice and friendly person that you are.,59/64,Part C,Write down the missing information to sum up the customer service rules.,To serve customers better,one needs to keep _ and _.Learn to enjoy _ to people who are not easy to communicate with and try not to _ with them.In a word,always be nice and _ to everyone.,Question,:,What should we do to make customers happy?,smiling,patient,listening,argue,1.Listen to their complaint patiently.,2.Explain the information they need clearly.,friendly,60/64,Fun Time,Cheap Hotels,The hotel promised running water in each room,but I did not expect it to come from the ceiling.,It only served three meals.Breakfast on Monday,Lunch on Tuesday and Dinner on Saturday.,I could not complain about the room service.There was not any.They changed beds twice a day from one room to the next.Everything was cold except the ice water.,If you ask for a 7 a.m.wake up call,they wake you up at 6 just to tell you that you have an hour left to sleep.,61/64,Fun Time,Questions:,Do you think cheap hotels should offer bad service to guests?What should they offe