点击职业英语 旅游英语学生频道2UNIT12.ppt

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1、UNIT12Sorryabouttheinconvenience.Sorryabouttheinconvenience.GOALS•Dealingwithcustomers’complaints•ApologizingSkillsPronunciationfocus•UsingwillfordifferentattitudesRegisterfocus•ApologizingCulturalfocus•DealingwithproblemsContentsLanguageWorkoutListeningStrategiesFir

2、stStepsPolitenessStrategiesSoundWorkoutWorksheetFinalStepsTeamworkVocabularyFirstStepsCONThecustomersareallcomplainingaboutsomething.Whatdoyouthinktheproblemis?Listtwopossibleproblemsforeachpicture.ThevolumeontheTVdoesn’twork.Thefoodfromroomserviceiscold._____________

3、______Hissteakistoorareortoowell-done.Itisnotwhatheordered_________________FirstStepsCONHistaxiislate.Hisroomisnotready____________________Hishirecarbrokedown.Hisowncarbrokedownandhecan’tgetahirecar.____________________ListeningStrategiesWhatarethecustomerscomplaining

4、about?Listenandnumbertheproblemsinthecorrectorder.(Notallwillbeused.)CONTAPEnotowels;2.anoisytable;3.alatebus;4.spiltwinenohotwaterthefoodisunderdonealatebusnotowelsanoisytablespiltwineListeningStrategiesCONTAPE1.True.2.False.Thereisanotheronearoundthecorner.3.True.4.

5、False.HereceivesafreeT-shirt.Shewillsendsomeimmediately.2.Thereisanotheroneoutside.3.Thehotelwillcoverexpenses.4.Hereceivesafreemeal.ListenagainandwriteTrue(T)orFalse(F).Correctthefalsesentences.ListeningStrategiesW1:ThisisMs.Nagaiinroom238.Therearenotowelsinmybathroo

6、m.W2:I’msorry,ma’am.I’llsendsometowelstoyourroomrightaway.M1:Sorry,waiter,we’retryingtohaveaquietmealhere.Couldyoutellthetablebehindustokeepthenoisedown,please?M2:It’sa21stbirthdayparty,sir.Sorryabouttheinconvenience.CanIgiveyouanothertablearoundthecorner?It’smuchquie

7、terthere.TapescriptCONBACKListeningStrategies3.M3:I’mwaitingfortheshuttlebustotheairport.Shouldn’titbeherebynow?W3:I’msorry,sir.Thedriverhascalledtosayhe’sstuckinheavytraffic.CanIorderyouataxi?Thehotelwilltakecareofthecost.W4:I’mverysorryaboutthewineonyourshirt,sir.Th

8、eserverisverynewhere,andshe’salittlebitnervous.M4:That’sokay.Don’tmentionit.W4:PleaseacceptthisfreerestaurantT-shirtandwehop