欢迎来到天天文库
浏览记录
ID:13152474
大小:43.50 KB
页数:4页
时间:2018-07-20
《饭店服务英语教案》由会员上传分享,免费在线阅读,更多相关内容在行业资料-天天文库。
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
此文档下载收益归作者所有