酒店英语教案第9讲

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1、第9讲一、名称：ComplaintsandClaim二、教学时数：2三、教学目的:Howtomakethecomplaintshowtosolvethecomplaints四、重点和难点：重点：someusefulsentences难点：Tomakesituationaldialogueswiththesentencepatterns五、教学方法和手段：方法：Task-drivenmethod手段：teach;Q&A;Discussion;role-play六、教学内容及时间安排1.referencewords2

2、.secendialogues3.otherusefulexpressions4.role-play教学过程（备注）（一）导入新课（问题导入）TypesofComplaints1.Complaintaboutroomfacilities/equipments2.Complaintaboutservice3.Complaintaboutenvironment4.Complaintaboutunexpectedevents（二）讲授新课 I．ReferenceWordsargue争吵overflow溢出assoona

3、spossible尽快complaint投诉solution尽快解决方法efficient效率高的Understanding理解mess混乱wrinkled皱的stained有污渍的overlook忽视supervisor主管instruction指令，规定reservationcard预订卡makeup整理complaint投诉airconditioner空调heating热水器watercloset盥洗室clogged阻塞的flush冲刷carpet地毯vacuum用吸尘器打扫maintenance维修apo

4、logizefor道歉inconvenience不便II.SceneDialogueDialogueoneComplaintsabouttheserviceAttendant:(Telephonerings)Goodmorning.I’mtheroomattendant.CanIhelpyou?Guest:Myroomhasn’tbeenmadeupyet.It’salready12:00.A:I’mawfullysorry,madam.Weareverybusythismorning.We’llcleanyou

5、rroomrightnow.Yourroomnumber,please?G:Room602.Iwouldliketohavemyroommadeupearlyeveryday.Canyoudothis?A:Yes,madam.Wealwayshaveroomsmadeupearlyonrequest.Justletusknowwhatyouneed.Andifwecan,we’lloblige.Room602.Amaidwillcometoyourroomatonce.G:Thankyou.A:You’rewel

6、come.DialoguetwoNon-deliveryofanOrderR:RoomServicespeaking.WhatcanIdoforyou?G:Iorderedmybreakfastlastnightfortoday8a.m.,butithasn’tarrivedyet.R:I’msorry,sir.Didyouorderbyphoneorbythereservationcard?G:Bythereservationcard.R:Isee,sir.Atwhattimedidyouleavethecar

7、donthedoor?G:Well,itwasabout1a.m.R:I’msorrytotellyouthatallreservationcardsarecollectedat12midnight.Noreservationcardwillbeacceptedafterthat.Itiswrittenclearlyonthereservationcard.G:Well,OK.Couldyousendabreakfasttomyroomnow?R:I’mafraidyoumayhavetowait30or40mi

8、nutesatthistime,sir.G:ThenwherecanIhavebreakfastassoonaspossible?R:Therestaurantandcoffeeshopbothservebreakfastatthistime.G:I’lltrythere.Thankyouanyhow.R:Youarewelcome,sir.III.Otherexpres