英语服务类职业模块unit-1课件.ppt

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 1,Workplace Manners,Unit 1,Workplace Manners,1,Contents,Unit Goals,Lead-in,Listening&Speaking,Reading&Writing,Language in Use,Unit Task,Extended Activities,Fun Time,Unit Goals,Learners should be able to,understand customer requests,talk about how to satisfy passenger needs,read about proper workplace manners,write about office manners,Lead-in,Do you know their workplace?Match.,restaurant hospital office,shop plane hotel,A hotel receptionist works in a _.,Flight attendants work on a _.,A store cashier works in a _.,Waiters and waitresses work in a _.,hotel,plane,shop,restaurant,Lead-in,Do you know their workplace?Match.,restaurant hospital office,shop plane hotel,A nurse works in a _.,An office clerk works in an _.,Chefs work in a,_.,A salesgirl works in a _.,hospital,office,restaurant,shop,Listening&Speaking,Part I,Part II,Words and Expressions,Part I,Listening 1,Dialogue 1,Role Play,Listening 1,Listen and n,umber the pictures.,()()()(),B,C,D,3,1,script,4,2,A,script,1.Good morning,Rose Hotel.May I help you?,2.Good afternoon,ladies and gentlemen.Welcome aboard.,3.Please enjoy your meal.,4.Thank you for shopping with us today.,Dialogue 1,What Can I Do for You?,(A salesgirl is serving a customer in a shop politely.),Salesgirl:,Good morning,madam.What can I do for you?,Customer:,Yes,Im looking for a dress in size 36.,Salesgirl:,How about this blue one?,Customer:,The color is nice,but I prefer silver.,Salesgirl:,Sorry,madam,we dont have the right size in silver.But if you leave your phone number,Ill get in touch with you.,(The salesgirl takes a pen to write.),Customer:,OK.Thank you for your help.,Salesgirl:,You are welcome.,Role Play,Practice the dialogue by using the pictures below and see if you can say more.,handbag,notebook,Part II,Listening 2,Dialogue 2,Role Play,Listening 2,Tick what the passenger needs.,coffee,magazine pillow,water newspaper medicine,Cola headphones blanket,script,1,2,3,script,1.A:Excuse me.May I have some water,please?,B:Yes,sir.Just a moment.,2.A:Do you have any English magazines?,BYes,sir.Ill bring one for you right now.,3.A:I feel cold.Can I have a blanket,too?,B:Theres a blanket on the seat.,A:Oh,sorry.I didnt see it.,B:Never mind.If you have other requests later,please press the call button and Ill come.,Dialogue 2,May I Have a Cup of Coffee,Please?,(A flight attendant is serving a passenger.),Flight attendant:,May I help you,sir?,Passenger:,Id like something to drink.,Flight attendant:,Certainly.We have tea,coffee,fruit juice,Cola and water.,Passenger:,Id like to have a cup of coffee.,Flight attendant:,Yes,sir.Ill bring it for you.,Passenger:,By the way,can I have a pillow and a blanket?,Flight attendant:,Of course.,Passenger:,Thanks.,Role Play,Practice the dialogue by using the pictures below and see if you can say more.,A:Can I help you,Madam?,B:I feel a little _.Can I have some _?,A:Yes,sir.Here you are.,B:Thanks.,thirsty,tea,sick,medicine,Words and Expressions 1,welcome/,5welkEm,/,v.,欢迎,aboard/,E5bC:d,/,adv.,上飞机,(,船或车,),chef,/,5,F,ef,/,n.,厨师,customer/,5kQstEmE,/,n.,顾客,politely/,p,E5,laItlI,/,adv,.,礼貌地,dress/,dres,/,n.,服装；连衣裙；女服,size/,saIz,/,n.,尺码,prefer/,prI,5f,:,/,v.,更喜欢,Words and Expressions,Words and Expressions 2,silver,/,5s,I,lvE,/,n.,银色,touch,/,tQtF,/,n,.,接触,pillow,/,5p,I,lEu,/,n.,枕头,medicine,/,5medIsn,/,n,.,药,headphones/,5,hed,fEun,z,/,n.,耳机,blanket/,5blANk,I,t,/,n.,毯子,moment/,5mEumEnt,/,n.,片刻,passenger/,5pAs,I,ndVE,/,n.,乘客,Words and Expressions,Words and Expressions 3,fruit,/,fru:t,/,n,.,水果,juice,/,dVu:s,/,n,.,汁,thirsty,/,5W,:,stI,/,adj,.,口渴,get in touch with,与取得联系,flight attendant,空中乘务员,by the way,顺便说一下,Words and Expressions,Reading&Writing,Reading,Writing,Reading,Pre-reading Activity,Text,Words and Expressions,Match and Discuss,True or False,Pre-reading Activity,Have a discussion with your partner and tick the right workplace manners.,wear beautiful clothes,greet customers with a smile,be friendly to customers follow customers everywhere,make phone calls at any time be patient and keep smiling,Text,Good Manners with Customers,erve your customers in a fast,friendly and helpful manner and they will visit you again.If you are interested in sharing this experience with us,here are some good tips:,Wear clean company-issued clothes and a name tag;,Greet and serve each customer with a smile and make eye contact;,Listen to customers carefully and answer each question patiently;,Deal with complaints helpfully and efficientlyNever make any personal phone calls while serving;,Never try to argue with customers;,Say“Thank you for coming.”when customers leave.,S,Words and Expressions 4,workplace/,5w,:,k,pleIs,/,n.,工作场所,manner/,5mAnE,/,n.,举止,wear/,w,e,E,/,v.,穿,greet/,5ri:t,/,v.,问候,friendly/,5frendl,I,/,adj.,友善的,follow/,5f,lEu,/,v.,跟随,everywhere/,5evr,I,w,e,E,/,adv.,到处,patient/,5pe,I,FEnt,/,adj.,有耐心的,helpful/,5helpfl,/,adj.,有帮助的,Words and Expressions,Words and Expressions 5,visit,/,5v,I,z,I,t,/,v,.,拜访,interested,/,5,I,ntr,I,st,I,d,/,adj,.,感兴趣的,share,/,F,e,E,/,v.,分享,tip,/,t,I,p,/,n,.,提示,issue,/,5,I,sju:,/,v,.,分配；发给,contact,/,5k,ntAkt,/,n,.,接触,patiently,/,5peIFEntlI,/,adv,.,耐心地,deal,/,di:l,/,v.,处理,complaint,/,kEm5ple,I,nt,/,n.,投诉,Words and Expressions,Words and Expressions 6,efficiently/,I5fIFEntlI,/,adv,.,高效地,personal,/,5p,:,sEnl,/,adj,.,私人的,while,/,waIl,/,adv,.,当时候,argue,/,5B:ju:,/,v.,争吵,be interested in,对感兴趣,name tag,名称标签,share.with,与分享,argue with sb,与某人争论,Words and Expressions,Match and Discuss,Match B with C and then discuss,dos and donts,in serving customers.,Dos,wear,customers,listen to,a name tag,make,carefully,Donts,make,personal calls,argue with,eye contact,A B C,True or False,Tick the correct answers according to what you read in the text.,T F,1.Serving customers only in a fast way can make them visit again.,2.Wear company-issued clothes and a name tag when serving customers.,3.Greet each customer with a smile.,4.Dont make personal phone calls while serving customers.,5.Argue with customers if you feel you are right.,Today is Lindas first day to work in an office.,_,_,_,_,Writing,Write about Lindas first day at a customer service center.Be sure to use the following,words in your writing:company-issued clothes;smile;eye contact;deal with complaint;,say good-bye to customers.,1,2,3,4,She is working in clean company-issued clothes.She is serving the customer with a smile and keeps eye contact.When she deals with the complaint,she tries to help the customer.She is saying good-bye to the customer when he leaves.,Language in Use,Part I.Spell,Part,II.,Listen,Part,III.,Speak,Part IV.ReadPart,V.,Write,Problem Solving,Culture Tips,Part I.Spell,Spell,out the missing words.The first letter of the words is already given.,1,Betty is a friendly,r_ _ _ _ _ _ _ _ _ _,in a small hotel.,2,Ann is a happy,c_ _ _ and she,always smiles.,3,Tom is making a c_ _ _ _ _ _ _ _ at,the front desk.,4,Susan always,s_ _ _ _s customers with a smile.,eceptionist,hef,omplaint,erve,Part I.Spell,Spell,out the missing words.The first letter of the words is already given.,5,Mr White is wearing,a n_ _ _ _ _ _,on his suit.,6,The receptionists,g _ _ _ _ the customer,with a smile.,7,Wed better not,a_ _ _ _ with our,workmates.,8,The supermarket,c_ _ _ _ _ _ is,standing behind,the desk.,ame tag,reet,rgue,ashier,Part,II.,Listen,Listen,and tick the food and drinks they are talking about.,roast chicken,Beijing Duck,fried fish,orange juice,hot tea,mineral water,fried rice,coffee,noodles,script,script,Passenger:Whats our dinner choice?,Flight attendant:We have fried fish and roast chicken.,What would you like,sir?,Passenger:Roast chicken,please.,Flight attendant:Any drinks?,Passenger:May I ask what you have?,Flight attendant:Orange juice,coffee and mineral water.,Passenger:Orange juice,please.,Flight attendant:Sure,here you are.Enjoy your meal.,Part III.Speak,Speak,out.In pairs,practice the dialogue by using the pictures below.See if you can,say more.,A:,Todays meal is either _ or _.What would you like,sir?,B:,_,please.,A:,Here you are.,B:,Excuse me.I wonder if I can have another portion of _.,A:,Sure.Enjoy your meal.,beef,fish,noodles,fried rice,beef,fish,Fish,fish,Part IV.Read,Read,the statements below and try to match them with the pictures.,A passenger would like to have Beijing Duck.,2.The passenger feels satisfied because he,can get both chicken and fish.,3.Alice is a flight attendant and she works,every three days.,4.Alice explains patiently that they do not,serve the duck on the plane.,5.Now she is serving meals.,A,B,C,D,E,Part V.Write,Write,out the missing words to complete a story.,Alice is a flight _ and she works every three days.Now she is serving meals.They _ fried fish and roast chicken today.However,a passenger asks if he can have Beijing Roast Duck.Alice explains _ to him that they do not serve the duck.The passenger then asks for both chicken and fish,and Alice meets his need immediately.The _ feels happy.,attendant,serve,patiently,passenger,Problem Solving,Part,1,Part,2,Part 1,You are a shop assistant in a department store.A customer wants to buy a T-shirt for,her son.Please help her out.Use the pictures below as a help.,Shop assistant:Good afternoon,Madam._?,Customer:Yes,Id like to buy a T-shirt for my son.,Shop assistant:Oh,I see.Whats his size?,Customer:Size M.,Shop assistant:How about _?,Customer:I dont like the color,and its out of fashion.,black,yellow,green,What can I do for you,the black one,Part 1,You are a shop assistant in a department store.A customer wants to buy a T-shirt for,her son.Please help her out.Use the pictures below as a help.,Shop assistant:How about _?,Customer:The style is good,but the color is too bright.Oh,that green one looks nice.Do you think so?,Shop assistant:Yes,I _.,Customer:How much is it?,Shop assistant:75,yuan,.,Customer:Ill take it.Heres the money.,Shop assistant:Thank you _.,black,yellow,green,the yellow one,think so,very much,Part 1,You are a shop assistant in a department store.A customer wants to buy a T-shirt for,her son.Please help her out.Use the pictures below as a help.,Shop assistant:,下午好，女士。能为您做什么吗？,Customer:,我想给我儿子买件,T,恤。,Shop assistant:,知道了，他的尺码是多少？,Customer:,中码。,Shop assistant:,黑色这件怎么样？,Customer:,我不喜欢这个颜色，并且款式也过时了。,Shop assistant:,那黄色这件呢？,Customer:,款式不错，但是颜色太亮了。哦，绿色,这件看起来很漂亮。你认为呢？,Shop assistant:,是的，我认为是。,Customer:,多少钱？,Shop assistant:75,元,Customer:,好，我买下了。拿好钱。,Shop assistant:,谢谢,black,yellow,green,Part 2,You are a flight attendant.Passengers on the plane will have many different requests.,Try your best to meet their needs politely and patiently.,Conversation 1,F:May I help you,sir?,P:Id like something to drink.,F:Sure!We have _.,P:A cup of tea,please.,F:_.,tea,coffee and fruit juice,Yes,sir.Here you are,Part 2,You are a flight attendant.Passengers on the plane will have many different requests.,Try your best to meet their needs politely and patiently.,Conversation 2,F:May I help you,sir?,P:My headphones dont work well.,Could you help me adjust them?,F:Of course!Ill _.,P:Thanks.,have a try,Part 2,You are a flight attendant.Passengers on the plane will have many different requests.,Try your best to meet their needs politely and patiently.,Conversation 3,F:May I help you,sir?,P:I feel a little cold.May I have a blanket?,F:Yes,sir._.,P:By the way,Id like a glass of orange juice.,F:_.,Here you are,Here you are,Culture Tips,西方人在交流中讲究“,eye contact”,，交谈的双方要注视对方的双眼。西方人士认为，说话的一方“两眼直视”表示自己的诚意和坦白的胸怀，听话的一方“两眼直视”表示了自己对话题的兴趣和对于对方的尊重。但是，交谈时将目光转向地面或天花板，或将视线停在对方身体上的任何一个部位，这些都是对对方不礼貌的表现。,目光交流,(eye contact),Culture Tips,商务人员或服务人员一般将自己的工作名牌戴在自己的左胸前。上面印有姓名、照片、所属部门、职务和头衔等信息。,工作名牌,(name tag),Unit Task,What can I do for you?,Suppose you are a sales person in a gift shop and helps Amy and Jack to buy some birthday gifts for their friend Ben.,Brainstorm with your group members and list out the appropriate gifts for Ben.,A pair of sun glasses,a post card,a notebook,_,_,_,_,_,_,_.,Unit Task,2.In turn,group members serve Amy and Jack in the gift shop.,3.Judge which of the group members has shown the best work manners.,Things they,look at,price,Would Ben,like it?,Is it a useful,gift?,How much money,do you have?,sunglasses,post cards,notebooks,.,Extended Activities,Part A,Part B,Part C,Part A,Listen and put the following sentences in the correct order.,1.Greet every customer with a smile and make eye contact with them.,2.Keep our counter clean.,3.You should be patient and polite all the time.,4.Wear a clean company-issued shirt and a name tag.,5.Never argue with customers.,6.Never make any personal phone calls while serving customers.,4,1,3,5,2,6,()()()()()(),script,Part A,Workplace Manners,(,Mary and Linda are talking about workplace manners,.),Mary:Im a little nervous,Linda.I almost forget what to do.,Linda:Dont worry.Let me see.You wear a clean company-issued shirt and a name tag.Excellent!,Mary:Thank you.Whats next?,Linda:Greet every customer with a smile and make eye contact with them.,Mary:Then I may ask them what I can do for them.,Linda:Of course.And you should be patient and polite all the time.,Mary:Yes,I remember,never argue with customers.,Linda:Thats right.Try to keep our counter clean and never make any personal phone calls while serving customers.Oh,someone is coming.Smile!,Part B,Read and decide the good manners in work places.Tick()in the brackets.,()1.Wear clean company-issued clothes while working.,()2.You can greet your customers without looking at them.,()3.If the customer is wrong,you can argue with him.,()4.Never make personal phone calls when serving customers.,()5.Make sure your workplace is clean.,()6.Be patient and polite all the time.,Part C,Write down the missing words to sum up the workplace manners.,While working,you should wear _ clothes,and put on your _.Greet and serve your customers with a _.Listen to your customers carefully,understand what they need.Besides,you should always keep the workplace _ to make customers feel comfortable.,Discussion:,What else should we do to offer customers better service?,company-issued,name tag,smile,clean,1.We can give some suggestions to customers if needed.,2.We may prepare some water for customers who are very thirsty.,3.Providing beautiful background music will make customers feel more comfortable.,Fun Time,New Airline Food Policy,It was mealtime during our trip on a small airline in the South.,“Would you like dinner?”the flight attendant asked the man seated in,front of me.,“What are my choices?”he asked.,“Yes or no,”she replied.,Questions:,Is this flight attendant polite to the passenger?How should a flight,attendant serve meals to passengers?,This flight attendant is not polite to the passenger.She should serve meals to passengers politely,helpfully and patiently.,项目负责：黄卫祖 赵 雯 梁 玫 吕艳萍,软件制作：吴 磊 薛清霞 许 静,英语制作：刘丽欣 韩宏丽 姜 雪 王勃然,林海燕 丁 昕 张 俊,Thank You!,56,