unit-6-dealing-with-emergencies-at-hotel第六单元课件.ppt

Unit 6 Contents Unit Goals Lead-in Lead-in Lead-in Listening Speaking Part I Listening 1 Script Dialogue 1 Dialogue 1 Role Play Role Play Role Play Part II Listening 2 Script Dialogue 2 Dialogue 2 Role Play Role Play Words and Expressions 1 Words and Expressions 2 Words and Expressions 2 Words and Expressions 2 Reading Writing Reading Pre-reading Activity Text Words and Expressions 4 Words and Expressions 5 Words and Expressions 5 Match and Choose Short-answer Questions Writing Writing Language in Use Part I. Spell Part I. Spell Part II. Listen Part II. Listen Part II. Listen Part II. Listen Script Part III. Speak Part IV. Read Part V. Write Problem Solving Part 1 Part 1 Part 1 Part 1 Part 2 Part 2 Part 2 Culture Tips Unit Task Unit Task Extended Activities Part A Script Part B Part B Part B Part C Part C Fun Time 1. When handling emergencies a. you know how he feels. 2. Take notes of b. the problem. 3. Show the customer c. don’t get angry. 4. When you are impolite d. introduce yourself. 5. When you deal with troublesome customers e. say sorry. Listen and match. Script Customer Service Representative When dealing with emergencies, introduce yourself. Listen carefully and take notes about what the problem is. Show the customer you know how he feels. Say sorry if you find yourself getting impolite. When dealing with troublesome customers, don’t get angry. Read and decide the right ways to deal with emergencies. Match them with the right pictures. ( ) ( ) a. Listen carefully and patiently. b. Get angry if you are not happy with the customer. c. Introduce yourself before dealing with emergencies. d. Show that you really care. e. Say sorry if you find yourself being impolite. f. Take some notes. 1 2 c √ d √ has broken in. is ill. is on fire. is off. What are the emergencies? Look and match. The hotel The power The man The thief 1 2 3 4 Dealing with Emergencies he following emergencies happen quite often in service industries: loss,