饭店服务英语教案

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1、UnitSevencomplaintsTeachingaims：1.practicethestudents’listeningability2.practicethestudentsspeakingability3.letthestudentsknowtheproducesofsolvingcomplaintsandcanusesomeusefulsentences.Teachingfocus:1.theproceduresofsolvingcomplaints2.someusefulsentencesTeachingdifficult*howtosolvetheguests’complai

2、ns.Capacity-buildingmethodsReadingandspeaking.RoleplayTeachingclasses64First2classesTeachingproceduresThefirst2classesstep1.learnthereadingmaterialsHowToDealWithComplaintsStep2readingthematerialsStep3translatethematerials1.lendaneartosb/sth=listenpatientlyandsympathetically耐心而同情的听某人讲话2.attentivetos

3、b/sth.=giveattentivetosb/sth.AnattentiveaudienceAgoodhostessisalwaysattentivetotheneedsofherguests.好客的女主人能随时留心客人的需要。3hearsbout=listenuntilsbhasfinishedsayingwhathewantstosay把某人要讲的话听完Iknowyoudon’tbelieveme,butpleasehearmeout.我知道你不相信我，不过请听我把话讲完。4.jotdown=makeaquick,short,writtennoteofsth匆匆记下I’lljustj

4、otdowntheirphonenumberbeforeIforgetit.5.putoneselfinsb’sshoes=imagineoneselftobeinsbelse’sposition.设想某人的地位或处境Iwouldn’tliketobeinyourshoesiftheyfindoutwhatyouaredoing.要是人家发现了你在干这件事，我可不愿设想你有多倒霉。6.correction=correcting改正，纠正，makesthrightRemedy=removingsthundesirable.矫正，纠正7.superior=personofhigherrank长官

5、，上级Step4thekeypointyoushouldkeepinmind1.positiveattitude(bepoliteandhelpful.)benicetotheguests2.heartheguests,notinterruptunlessnecessary.3.writedownwhattheguestscomplaintifnecessary.4.makeashortapology45.expressyourunderstandingandsympathywithhim6.takeactionstoremovethecomplaints.Thesecond2classes

6、Step1readthedialogueStep2asksb.TotranslatesomesentencesStep3usefulsentences1.expressyourthanksThankyouforyourtellingaboutthat.Thankyouforyourtellingusaboutthat2.listencarefullyOh.Yes.Isee.Iknow.Oh,mygod.3.makeapologyI’msorrytohearthat,madam.I’msorry.I’mawfullysorryformycarelessness.I’mverysorryfort

7、heinconveniencecaused.Weareterriblysorryforallmess.4calmtheguestsand.expressyourunderstandingandsympathywithguestsPleaserelax.Ifyoucalmyourself,I’lltrymybesttohelpyou.Iunderstandhowyoufeel,andwe’lltrymybest