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1、16ChapterComplaintSettlement2021/8/9Contents1.旅游会话AComplaintabouttheFood餐饮投诉2.旅游听力WhoShouldIComplainto?我应当向谁投诉？3.旅游视频AComplaintintheRestaurant饭店投诉4.旅游阅读CustomerService客户服务5.旅游写作Aletterofcomplaints投诉信6.知识扩展MakeaWiseandPoliteComplaint有礼有节地投诉教学内容UsefulWords
2、andExpressionsbother:(烦扰)assertive:(确着无疑的)aggressive:(好攻击的)approach:(处理)defensive:(防御的)hostility:(敌意)RanchDressing:(朗奇沙拉酱)ThousandIsland:(千岛沙拉酱)compensation:(补偿)PartOne:SpeakingforTravelI.DialogueAComplaintabouttheFood餐饮投诉1.Listentothesituationaldialogue
3、carefully,andmatchtheinformationincolumnAwiththatincolumnB.情景对话1.complaint12.dressingordered3.complaint24.complaint35.compensationA.nobutterspreaderB.overdonechickenC.wrongsaladdressingD.ThousandIslandE.50%offColumnAColumnBPartOne:SpeakingforTravelPeter:
4、Excuseme,miss?Waitress:Yes,sir.WhatcanIdoforyou?Peter:I’mafraidtheyhaveputthewrongdressingonmysalad.ThisisRanchDressing,andIwantThousandIsland.Waitress:Oh,I’mawfullysorry.I’llgetyouanotherone.Peter:Thankyou.Andcanyougetmeabutterspreader?Idon’thaveonehere
5、.Andmyfingerisnotthatclean.Waitress:Sure!I’msosorry,sir.Sometimeswhenweareinahurry,wemightmakesuchmistakes.I’dbebackwithitrightnow.2.Listentothesituationaldialogueagain，repeatitsentencebysentence,andthenroleplayitinpairs.情景对话Peter:Thanks!Listen,Ireallyha
6、tetobotheryoumore,butmychickenistootough.ItriedbutIreallycannottakethis.Waitress:Oh,I’mterriblysorry,sir.I’llsenditbacktothekitchen.Icanbringyousomethingelse,ifyou’dlike.Peter:Thankyou.IthinkI’mdonehere.CanIhavemybill?Waitress:Sure,sir.We’resosorryaboutw
7、hathappened.Andwe’llofferyoua50%discountascompensation.Hopetoseeyouagain.Peter:Well,we’llsee.情景对话IDon’tCare我无所谓II.Story-retelling:幽默故事customerbotherconditionersurprisinglyturnupairrestaurantturndownwaiterangrypest幽默故事Acustomerwasbotheringthewaiterinarest
8、aurant.First,heaskedthattheairconditioningbeturnedupbecausehewastoohot,thenheaskeditbeturneddowncausehewastoocold,andsoonforabouthalfanhour. Surprisingly,thewaiterwasverypatient;hewalkedbackandforthandneveroncegotangry.Sof
