最新Unit-15-Dealing-with-complaints教学讲义ppt课件.ppt

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1、Unit-15-Dealing-with-complaints吕梁高级技工学校第1页目录TeachingobjectivesTeachingfocus&difficultiesTeachingmethodsTeachingprocedures2第2页TeachingobjectivesTeachingfocus&difficultiesTeachingmethodsTeachingproceduresgraspthetermsandusefullphrasesincomplaints1masterthewayofdealingwithcomplaints2tomake

2、situationaldialoguesfluently3第6页TeachingobjectivesTeachingfocusanddifficultiesTeachingmethodsTeachingprocedures1Lead-inQuestion:1.Haveyoueverencounteredthesituationofcomplainingfromothertouristswhenyouweretraveling?2.Howyourtourguidedealwiththatsituation?Dealingwithcomplaintsisapartofth

3、etaskofserviceduringtraveling.Itrequiresthatthetourguidehasgoodabilityinbothcommunicationanddealingwithincidents第7页2Learnthepassage2Usefullsentencesinthedialogues13WordsandphrasesinthetextbookConlusiononhowtodealwithcomplaintsStep1lead-inStep2learnthepassageStep3Summaryandassignment第8页S

4、hower(n.)淋浴；take/haveashower洗淋浴eg.AcoldshoweralwaysrefreshesusinsummerPillow(n.)枕头；softpillow软枕头；airpillow空气枕头；pillsham枕套Inamess乱七八糟eg.therearemanyreasonswhytheecomomyisinsuchamess.Inconvenience(n.)麻烦，不便.eg.Heapplogiedfortheinconvienceofleavingallthingstohim.拓展延伸：in-(pref.)加在一些词前面，构成反义词

5、，表示“不、无、非”.eg.Incomplete;insecureAttribute(vt.)归结于，常与to搭配.eg.Sheattributeshergreatagetocarefullyplanneddiet.Wordsandphrases1.Mr.Brown,togetherwithhiswife,hasstayedonenightatthehotel.Nowheiscomplainingtothetourguide,Mr.Wang,abouttheroomconditions.Hedemandstomovetoaquietroom.Mr.Wang:Iseve

6、rythingallright,Mr.Brown?Mr.Brown:Well,actually,nothingisrightinmyroom.Mr.Wang:Whatseemstobetheproblem,Mr.Brown?HowcanIhelpyou?Mr.Brown:Youcanhelpmebyputtingmybathroomright.It’sinaterriblecondition.WhenItooktheshower,there’snocoldwateratall.Ialmostgotburnt!Shouldn’tthehotelknowthecondit

7、ionoftheshowerbeforewecheckedin?Mr.Wang:I’mterriblysorrytohearthat.I’llhaveitfixedimmediately.Part1SituationalDialoguesMr.Brown:That’snotall.Thepillowisdirty,andtheroomisinamess.Mr.Wang:Isincerelyapologizeforthisinconvenience,Mr.Brown.Thehotelisrathershort-staffedatpresent.Mr.B