《英语服务类职业模块ppt课件.ppt》由会员分享，可在线阅读，更多相关《英语服务类职业模块ppt课件.ppt（56页珍藏版）》请在三一办公上搜索。
1、Unit 1,Workplace Manners,Contents,Unit Goals,Lead-in,Listening & Speaking,Reading & Writing,Language in Use,Unit Task,Extended Activities,Fun Time,Unit Goals,Learners should be able to understand customer requests talk about how to satisfy passenger needs read about proper workplace manners write ab
2、out office manners,Lead-in,Do you know their workplace? Match.,hotel,plane,shop,restaurant,Lead-in,Do you know their workplace? Match.,hospital,office,restaurant,shop,Listening & Speaking,Part I,Part II,Words and Expressions,Part I,Listening 1,Dialogue 1,Role Play,Listening 1,Listen and number the p
3、ictures.,( ) ( ) ( ) ( ),B,C,D,3,1,script,4,2,A,script,1. Good morning, Rose Hotel. May I help you?2. Good afternoon, ladies and gentlemen. Welcome aboard.3. Please enjoy your meal.4. Thank you for shopping with us today.,Dialogue 1,What Can I Do for You?(A salesgirl is serving a customer in a shop
4、politely.)Salesgirl: Good morning, madam. What can I do for you?Customer: Yes, Im looking for a dress in size 36.Salesgirl: How about this blue one?Customer: The color is nice, but I prefer silver.Salesgirl: Sorry, madam, we dont have the right size in silver. But if you leave your phone number, Ill
5、 get in touch with you.(The salesgirl takes a pen to write.)Customer: OK. Thank you for your help.Salesgirl: You are welcome.,Role Play,Practice the dialogue by using the pictures below and see if you can say more.,handbag,notebook,Part II,Listening 2,Dialogue 2,Role Play,Listening 2,Tick what the p
6、assenger needs.,coffee magazine pillow water newspaper medicineCola headphones blanket,script,1,2,3,script,1. A: Excuse me. May I have some water, please?B: Yes, sir. Just a moment.2. A: Do you have any English magazines?B: Yes, sir. Ill bring one for you right now.3. A: I feel cold. Can I have a bl
7、anket, too?B: Theres a blanket on the seat.A: Oh, sorry. I didnt see it.B:Never mind. If you have other requests later, please press the call button and Ill come.,Dialogue 2,May I Have a Cup of Coffee, Please?(A flight attendant is serving a passenger.)Flight attendant: May I help you, sir?Passenger
8、: Id like something to drink.Flight attendant: Certainly. We have tea, coffee, fruit juice, Cola and water.Passenger: Id like to have a cup of coffee.Flight attendant: Yes, sir. Ill bring it for you.Passenger: By the way, can I have a pillow and a blanket?Flight attendant: Of course. Passenger: Than
9、ks.,Role Play,Practice the dialogue by using the pictures below and see if you can say more.,A: Can I help you, Madam?B: I feel a little _. Can I have some _?A: Yes, sir. Here you are.B: Thanks.,thirsty, tea,sick, medicine,Words and Expressions 1,welcome /5welkEm/ v. 欢迎aboard /E5bC:d/ adv. 上飞机 (船或车)
10、chef /5Fef/ n. 厨师customer /5kQstEmE/ n. 顾客politely /pE5laItlI/ adv. 礼貌地dress /dres/ n. 服装；连衣裙；女服size /saIz/ n. 尺码prefer /prI5f:/ v. 更喜欢,Words and Expressions,Words and Expressions 2,silver /5sIlvE/ n. 银色touch /tQtF/ n. 接触pillow /5pIlEu/ n. 枕头medicine /5medIsn/ n. 药headphones /5hedfEunz/ n. 耳机blanket
11、 /5blANkIt/ n. 毯子moment /5mEumEnt/ n. 片刻passenger /5pAsIndVE/ n. 乘客,Words and Expressions,Words and Expressions 3,fruit /fru:t/ n. 水果juice /dVu:s/ n. 汁thirsty /5W:stI/ adj. 口渴get in touch with 与取得联系flight attendant 空中乘务员by the way 顺便说一下,Words and Expressions,Reading & Writing,Reading,Writing,Reading
12、,Pre-reading Activity,Text,Words and Expressions,Match and Discuss,True or False,Pre-reading Activity,Have a discussion with your partner and tick the right workplace manners., wear beautiful clothes greet customers with a smile be friendly to customers follow customers everywhere make phone calls a
13、t any time be patient and keep smiling,Text,Good Manners with Customerserve your customers in a fast, friendly and helpful manner and they will visit you again. If you are interested in sharing this experience with us, here are some good tips:Wear clean company-issued clothes and a name tag;Greet an
14、d serve each customer with a smile and make eye contact;Listen to customers carefully and answer each question patiently;Deal with complaints helpfully and efficiently;Never make any personal phone calls while serving;Never try to argue with customers;Say “Thank you for coming.” when customers leave
15、.,S,Words and Expressions 4,workplace /5w:kpleIs/ n. 工作场所manner /5mAnE/ n. 举止wear /weE/ v. 穿greet /5ri:t/ v. 问候friendly /5frendlI/ adj. 友善的follow /5flEu/ v. 跟随everywhere /5evrIweE/ adv. 到处patient /5peIFEnt/ adj. 有耐心的helpful /5helpfl/ adj. 有帮助的,Words and Expressions,Words and Expressions 5,visit /5vI
16、zIt/ v. 拜访interested /5IntrIstId/ adj. 感兴趣的share /FeE/ v. 分享tip /tIp/ n. 提示issue /5Isju:/ v. 分配；发给contact /5kntAkt/ n. 接触patiently /5peIFEntlI/ adv. 耐心地deal /di:l/ v. 处理complaint /kEm5pleInt/ n. 投诉,Words and Expressions,Words and Expressions 6,efficiently /I5fIFEntlI/ adv. 高效地personal /5p:sEnl/ adj.
17、 私人的while /waIl/ adv. 当时候argue /5B:ju:/ v. 争吵be interested in 对感兴趣name tag 名称标签share . with 与分享argue with sb 与某人争论,Words and Expressions,Match and Discuss,Match B with C and then discuss dos and donts in serving customers.,A B C,True or False,Tick the correct answers according to what you read in th
18、e text.,T F 1. Serving customers only in a fast way can make them visit again. 2. Wear company-issued clothes and a name tag when serving customers. 3. Greet each customer with a smile. 4. Dont make personal phone calls while serving customers. 5. Argue with customers if you feel you are right.,Toda
19、y is Lindas first day to work in an office._,Writing,Write about Lindas first day at a customer service center. Be sure to use the following words in your writing: company-issued clothes; smile; eye contact; deal with complaint; say good-bye to customers.,1,2,3,4,She is working in clean company-issu
20、ed clothes. She is serving the customer with a smile and keeps eye contact. When she deals with the complaint, she tries to help the customer. She is saying good-bye to the customer when he leaves.,Language in Use,Part I. Spell,Part II. Listen,Part III. Speak,Part IV. Read,Part V. Write,Problem Solv
21、ing,Culture Tips,Part I. Spell,Spell out the missing words. The first letter of the words is already given.,1Betty is a friendlyr_ _ _ _ _ _ _ _ _ _ in a small hotel.,2Ann is a happy c_ _ _ and she always smiles.,3Tom is making a c_ _ _ _ _ _ _ _ atthe front desk.,4Susan always s_ _ _ _s customers w
22、ith a smile.,eceptionist,hef,omplaint,erve,Part I. Spell,Spell out the missing words. The first letter of the words is already given.,5Mr White is wearinga n_ _ _ _ _ _on his suit.,6The receptionistsg _ _ _ _ the customerwith a smile.,7Wed better nota_ _ _ _ with ourworkmates.,8The supermarketc_ _ _
23、 _ _ _ isstanding behindthe desk.,ame tag,reet,rgue,ashier,Part II. Listen,Listen and tick the food and drinks they are talking about.,script,script,Passenger: Whats our dinner choice?Flight attendant: We have fried fish and roast chicken. What would you like, sir? Passenger: Roast chicken, please.F
24、light attendant: Any drinks? Passenger: May I ask what you have?Flight attendant: Orange juice, coffee and mineral water. Passenger: Orange juice, please.Flight attendant: Sure, here you are. Enjoy your meal.,Part III. Speak,Speak out. In pairs, practice the dialogue by using the pictures below. See
25、 if you can say more.,A: Todays meal is either _ or _. What would you like, sir?B: _, please.A: Here you are.B: Excuse me. I wonder if I can have another portion of _.A: Sure. Enjoy your meal.,beef,fish,noodles,fried rice,beef,fish,Fish,fish,Part IV. Read,Read the statements below and try to match t
26、hem with the pictures.,A passenger would like to have Beijing Duck.2. The passenger feels satisfied because hecan get both chicken and fish.3. Alice is a flight attendant and she worksevery three days.4. Alice explains patiently that they do notserve the duck on the plane.5. Now she is serving meals
27、.,A,B,C,D,E,Part V. Write,Write out the missing words to complete a story.,Alice is a flight _ and she works every three days. Now she is serving meals. They _ fried fish and roast chicken today. However, a passenger asks if he can have Beijing Roast Duck. Alice explains _ to him that they do not se
28、rve the duck. The passenger then asks for both chicken and fish, and Alice meets his need immediately. The _ feels happy.,attendant,serve,patiently,passenger,Problem Solving,Part 1,Part 2,Part 1,You are a shop assistant in a department store. A customer wants to buy a T-shirt for her son. Please hel
29、p her out. Use the pictures below as a help.,Shop assistant: Good afternoon, Madam. _ ? Customer: Yes, Id like to buy a T-shirt for my son.Shop assistant: Oh, I see. Whats his size? Customer: Size M.Shop assistant: How about _? Customer: I dont like the color, and its out of fashion.,black,yellow,gr
30、een,What can I do for you,the black one,Part 1,You are a shop assistant in a department store. A customer wants to buy a T-shirt for her son. Please help her out. Use the pictures below as a help.,Shop assistant: How about _? Customer: The style is good, but the color is too bright. Oh, that green o
31、ne looks nice. Do you think so?Shop assistant: Yes, I _. Customer: How much is it?Shop assistant: 75 yuan. Customer: Ill take it. Heres the money.Shop assistant: Thank you _.,black,yellow,green,the yellow one,think so,very much,Part 1,You are a shop assistant in a department store. A customer wants
32、to buy a T-shirt for her son. Please help her out. Use the pictures below as a help.,Shop assistant: 下午好，女士。能为您做什么吗？Customer: 我想给我儿子买件T恤。Shop assistant: 知道了，他的尺码是多少？Customer: 中码。Shop assistant: 黑色这件怎么样？Customer: 我不喜欢这个颜色，并且款式也过时了。Shop assistant: 那黄色这件呢？Customer: 款式不错，但是颜色太亮了。哦，绿色 这件看起来很漂亮。你认为呢？Shop
33、assistant: 是的，我认为是。Customer: 多少钱？Shop assistant: 75元Customer: 好，我买下了。拿好钱。Shop assistant: 谢谢,black,yellow,green,Part 2,You are a flight attendant. Passengers on the plane will have many different requests. Try your best to meet their needs politely and patiently.,Conversation 1F: May I help you, sir?
34、P: Id like something to drink.F: Sure! We have _.P: A cup of tea, please.F: _.,tea, coffee and fruit juice,Yes, sir. Here you are,Part 2,You are a flight attendant. Passengers on the plane will have many different requests. Try your best to meet their needs politely and patiently.,Conversation 2F: M
35、ay I help you, sir?P: My headphones dont work well. Could you help me adjust them?F: Of course! Ill _.P: Thanks.,have a try,Part 2,You are a flight attendant. Passengers on the plane will have many different requests. Try your best to meet their needs politely and patiently.,Conversation 3F: May I h
36、elp you, sir?P: I feel a little cold. May I have a blanket?F: Yes, sir. _.P: By the way, Id like a glass of orange juice.F: _.,Here you are,Here you are,Culture Tips,西方人在交流中讲究“eye contact”，交谈的双方要注视对方的双眼。西方人士认为，说话的一方“两眼直视”表示自己的诚意和坦白的胸怀，听话的一方“两眼直视”表示了自己对话题的兴趣和对于对方的尊重。但是，交谈时将目光转向地面或天花板，或将视线停在对方身体上的任何一个
37、部位，这些都是对对方不礼貌的表现。,目光交流(eye contact),Culture Tips,商务人员或服务人员一般将自己的工作名牌戴在自己的左胸前。上面印有姓名、照片、所属部门、职务和头衔等信息。,工作名牌(name tag),Unit Task,What can I do for you?Suppose you are a sales person in a gift shop and helps Amy and Jack to buy some birthday gifts for their friend Ben.Brainstorm with your group members
38、 and list out the appropriate gifts for Ben. A pair of sun glasses, a post card, a notebook, _, _, _, _, _, _, _.,Unit Task,2. In turn, group members serve Amy and Jack in the gift shop.3. Judge which of the group members has shown the best work manners.,Extended Activities,Part A,Part B,Part C,Part
39、 A,Listen and put the following sentences in the correct order.,1. Greet every customer with a smile and make eye contact with them.2. Keep our counter clean.3. You should be patient and polite all the time.4. Wear a clean company-issued shirt and a name tag.5. Never argue with customers.6. Never ma
40、ke any personal phone calls while serving customers.,4,1,3,5,2,6,( ) ( ) ( ) ( ) ( ) ( ),script,Part A,Workplace Manners(Mary and Linda are talking about workplace manners.) Mary: Im a little nervous, Linda. I almost forget what to do.Linda: Dont worry. Let me see. You wear a clean company-issued sh
41、irt and a name tag. Excellent! Mary: Thank you. Whats next?Linda: Greet every customer with a smile and make eye contact with them. Mary: Then I may ask them what I can do for them.Linda: Of course. And you should be patient and polite all the time. Mary: Yes, I remember, never argue with customers.
42、Linda: Thats right. Try to keep our counter clean and never make any personal phone calls while serving customers. Oh, someone is coming. Smile!,Part B,Read and decide the good manners in work places. Tick () in the brackets.,( ) 1. Wear clean company-issued clothes while working.( ) 2. You can gree
43、t your customers without looking at them.( ) 3. If the customer is wrong, you can argue with him.( ) 4. Never make personal phone calls when serving customers.( ) 5. Make sure your workplace is clean.( ) 6. Be patient and polite all the time.,Part C,Write down the missing words to sum up the workpla
44、ce manners.,While working, you should wear _ clothes, and put on your _. Greet and serve your customers with a _. Listen to your customers carefully, understand what they need. Besides, you should always keep the workplace _ to make customers feel comfortable.Discussion:What else should we do to off
45、er customers better service?,company-issued,name tag,smile,clean,1. We can give some suggestions to customers if needed.2. We may prepare some water for customers who are very thirsty.3. Providing beautiful background music will make customers feel more comfortable.,Fun Time,New Airline Food Policy,
46、It was mealtime during our trip on a small airline in the South.“Would you like dinner?” the flight attendant asked the man seated infront of me.“What are my choices?” he asked.“Yes or no,” she replied.Questions:Is this flight attendant polite to the passenger? How should a flightattendant serve meals to passengers?,This flight attendant is not polite to the passenger. She should serve meals to passengers politely, helpfully and patiently.,项目负责 ：黄卫祖 赵 雯 梁 玫 吕艳萍软件制作 ：吴 磊 薛清霞 许 静英语制作 ：刘丽欣 韩宏丽 姜 雪 王勃然 林海燕 丁 昕 张 俊,Thank You !,
