新職業(yè)英語1-基礎(chǔ)篇-Unit 7

Unit7新職業(yè)英語職業(yè)綜合英語1第2版ContentsListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Warm-1-1Task1Completethefollowingsurveyformaboutcampuscanteens.Warm-1-2Task2SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingAReadingATextTask1Task2BusinessKnow-howTextA-1IReallyWanttoKnow

FridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.ReadingATextA-2Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhavegiventherestauranttopmarksoneveryitem—butIdidn't.Why?We'llseeinamoment.ReadingATextA-3

Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.ReadingATextA-4

Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent”,“good”,and“needsimprovement”,thewaiterhaddrawnalinethroughallthe“excellent”boxes.ReadingATextA-5AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.ReadingATextA-6Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace.Ifhe“reallywantstoknow”,hewouldbebetteroffaskingsomeonetohandoutpostage-paidquestionnairestopeopleastheylefttherestaurant.ReadingATextA-7Ifyouhaveacustomersatisfactionmeasurementprograminplace,orifyouarethinkingofimplementingone,weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign.ReadingAA-Trans-1ReadingA我真的很想知道周五晚上我結(jié)束了節(jié)食。把去年因常去曼哈頓的餐館吃飯而增加的20磅減掉之后，我敢說我該理直氣壯地美餐一頓了。為了慶祝節(jié)食成功，我和太太去了休斯頓一家我們最喜歡的餐館。A-Trans-2飯菜與往常一樣，味道好極了，服務(wù)比平常還要好。我真想給這家餐館的每個項目都打最高分，但我沒有。為什么？一會兒我們就知道了。ReadingAA-Trans-3一家公司想度量一下顧客滿意度是件好事。但是，要想把這件事做好，整個度量過程必須妥善設(shè)計，并自始至終完整地實施。合理設(shè)計調(diào)查問卷僅僅是這個過程的第一步。為了能夠從顧客那里獲得代表性的數(shù)據(jù)樣本，并將偏見降到最低，建立數(shù)據(jù)搜集程序也同樣重要。許多公司卻未能做到這一點，而這也正是這家餐館的失敗之處。ReadingAA-Trans-4話說我們喝完咖啡之后，侍者拿來了賬單。與賬單附在一起的，還有一份簡要的顧客滿意度調(diào)查問卷。問卷的一面是餐館老板的一份說明，開頭寫著“我真的很想知道”；另一面是一些標(biāo)準(zhǔn)的測量項目，以及顧客填寫意見的空白處。有一點不同的是，這份調(diào)查問卷已經(jīng)由侍者填完了。在“很好”、“好”和“有待提高”三個級別上，侍者已經(jīng)在所有“很好”的方框內(nèi)劃了一條線。ReadingAA-Trans-5

盡管我很滿意這家餐館的服務(wù)，我也不打算把一份已由別人完成了的調(diào)查問卷放到意見箱里。然而，很多人卻會不假思索就將這種問卷交回。ReadingAA-Trans-6如此進(jìn)行顧客滿意度調(diào)查，這家餐館的老板只是在愚弄自己罷了。如果他“真的很想知道”，在顧客離開時，讓人給他們分發(fā)一些郵資已付的調(diào)查問卷，會對他更有好處。ReadingAA-Trans-7如果你正在進(jìn)行或者正打算進(jìn)行顧客滿意度調(diào)查，我們強烈建議你除了注重問卷的設(shè)計外，也要特別注意問卷的發(fā)放和回收過程。ReadingAtostopReadingAgooffe.g.

Hewentoffdrivingaftertheaccident.e.g.

You’vebeenworkingallthemorning—Ithinkyoudeservearest.ReadingAdeservev.tohaveearnedsomethingbygoodorbadactionsorbehaviore.g.LastweekIgainedanotherfivepounds.ReadingAgainv.toincreaseinweight,speed,heightorvaluee.g.

Thisessayisadmirableinallrespects.ReadingAadmirablea.havingmanygoodqualitiesthatpeoplerespectandadmiree.g.Educationshouldn’tbemeasuredonlyby

examinationresults.ReadingAmeasurev.tojudgetheimportanceorvalueofsomethinge.g.

Itwastheworstdayinmyentirelife.ReadingAentirea.whole;completee.g.

Wehavedecidedtoimplementthepresident’s

suggestioninfull.ReadingAimplementv.totakeactionorputintopracticee.g.

1.Mygrandfatherestablishedthefamilybusiness

in1938.2.Therelationshipsbetweenthetwocompanies

wereestablishedtwoyearsago.ReadingAestablishv.tostart;tosetupv.togetsomethingespeciallybymeansofeffortReadingAobtaine.g.

Wewishtoobtainfirst-handinformation.e.g.

Theyhaveconductedaresearchinthisparticular

field.ReadingAparticulara.

unusual,singleanddifferentfromothersn.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsReadingAsurveye.g.

Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputer

games.n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneReadingAcommente.g.

Doyouhaveanycommentstomakeuponmy

story?tocomplete(aform)byansweringthequestionsinthespacesprovidedReadingAfilloute.g.

Couldyoufilloutthisapplicationformquickly?v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafeReadingAdeposite.g.

1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesin

thehotelsafe.tothinkverycarefullyaboutsomethingReadingAthinktwicee.g.

Theteacheradvisedhimtothinktwicebefore

decidingtoquitschool.inexistenceandreadytobeusedReadingAinplacee.g.

Thenewregulationsarenowinplace.togivesomethingtoeachmemberofagroupReadingAhandoute.g.

Couldyoustarthandingthesebooksout,please?v.tostronglyadvisesomeonetodosomethingReadingAurgee.g.

Brownurgedhertoreconsiderhisdecision.n.theactofsharingthingsamongalargegroupofpeopleinaplannedwayReadingAdistributione.g.Thedistributionofthefoodsuppliesinthe

earthquakeareabegantwodaysago.A-Task1-1Task1

Answerthefollowingquestionsaccordingtothepassage.Wheredoesthewritermostprobablylive?2.Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?3.Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?Houston.Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet.Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum.ReadingAA-Task1-24.Whatdidtheowner’snoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?Itbeganwiththewords“Ireallywanttoknow”.Itshouldpaymuchattentiontothedistributionandcollectionprocess.ReadingAA-Task2Task2

Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.ReadingA()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidn’treallywanttomeasurecustomersatisfaction.()4.Thewriterhadn’tintendedtofillintheblankquestionnaire.()

5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.FTTFTBusinessKnow-howConductingaSurvey●

Establishthegoalsoftheproject—whattolearn;●Determinewhatpeoplearetargetedand

howmanyaretobeinterviewed;●Choosehowtointerview(facetoface,

telephone,etc.);●

Designthequestionnaire;●

Pretestthequestionnaire,ifpractical;●

Conductinterviewsandcollectdata;●

Analyzethedata—producethefindings.

ReadingBReadingBTextTask1Task2TextB-1ReadingBAppleCare+foriPhoneEveryiPhonecomeswithayear’swarranty.Thewarrantyguaranteesthehardwareforafullyearandincludesupto90days’support.AppleCare+extendsthewarrantytotwoyearsfromtheoriginaldateofpurchaseandincludestwoincidentsofaccidentaldamage,eachsubjecttoa$79servicefeeplusapplicabletax.

TextB-2ReadingBOnestopfortechnicalsupportAppleCare+providesone-stopserviceandsupportfromAppleexpertsincluding:?DirectaccesstoAppleexperts;?Repairsbymail:mailinyouriPhoneusingaprepaidshippingboxprovidedbyApple;?Repairsinstore:TakeyouriPhonetoanAppleRetailStoreorotherAppleAuthorizedServiceProvider;?ExpressReplacementService.TextB-2ReadingBSoftwaresupportincludedWithAppleCare+,AppleexpertscanhelpissueswithyouriPhoneincluding:?Connectingtowirelessnetworks;?UsingApple-brandediPhoneappssuchasMailandCalendar.ApplehardwarecoverAppleCare+providesrepairorreplacementcover,bothpartsandlabor,fromApple-authorizedtechnicians,including:?iPhone;?Battery;?Includedearphonesandaccessories.TextB-2ReadingBImportant

notes1.AppleCare+shouldbepurchasedwithin30daysofthedateyouboughtyournewiPhone.After30days,AppleCare+maybepurchasedatanAppleRetailStoreorthroughanAppleCareContactCenter.2.TobuyAppleCare+atanAppleRetailStore,aspecialistwillfirstneedtoverifyyouriPhonepurchasedateandconfirmthatyouriPhonehasnopre-existingdamage.3.TobuyAppleCare+fromanAppleCareContactCenter,youwillberequiredtoverifyyourpurchasedateandrunadiagnostictoconfirmthatyouriPhonehasnopre-existingdamage.B-Trans-1ReadingB蘋果手機延保服務(wù)

每部蘋果手機均可享有一年的硬件保修服務(wù)和長達(dá)90天的免費技術(shù)支持。購買了蘋果手機延保服務(wù)的手機可以將保修時限延長到購機起兩年之內(nèi)，還可獲得多達(dá)兩次的意外損壞保修服務(wù)。該項維修每次需要收取79美元和相應(yīng)的稅金。B-Trans-1ReadingB一站式技術(shù)支持蘋果手機延保服務(wù)可以提供蘋果公司技術(shù)專家一站式服務(wù)和技術(shù)支持，包括：?直接獲得蘋果公司技術(shù)專家的幫助；?郵寄維修：用蘋果公司提供的郵資已付郵包將你的報修手機郵寄給蘋果公司維修；?用戶送修：將你的蘋果手機帶至蘋果零售店或蘋果授權(quán)服務(wù)提供商處維修；?特快更換服務(wù)。B-Trans-2ReadingB蘋果硬件保修蘋果手機延保服務(wù)提供由蘋果公司授權(quán)技術(shù)人員進(jìn)行的維修或更換服務(wù)，涵蓋部件和人工費，包括：?手機；?電池；?原配耳機和配件。

蘋果自帶軟件技術(shù)支持在蘋果手機延保服務(wù)條件下，蘋果公司技術(shù)專家可以幫你解決手機的疑難問題，包括：?連接到無線網(wǎng)絡(luò)；?使用郵件和日歷等蘋果品牌的手機應(yīng)用程序。B-Trans-2ReadingB重要提示1．蘋果手機延保服務(wù)須在購買手機之日起30天內(nèi)購買。如果在購買手機時沒有選購蘋果手機延保服務(wù)，你仍可前往蘋果零售店或致電蘋果手機延保服務(wù)聯(lián)系中心進(jìn)行購買。2．在蘋果零售店購買蘋果手機延保服務(wù)，專家需要先核實你的購機日期，并確認(rèn)手機之前無任何損壞。3．如果致電蘋果手機延保服務(wù)聯(lián)系中心進(jìn)行購買，你需要先通過購買日期驗證，并運行診斷程序以確認(rèn)你的手機之前無任何損壞。TrueFalse1.ApplewarrantsitsiPhonesandsoftware,excludingitsaccessories.2.ThelimitedwarrantyonnewiPhonehardwareendsafteroneyearfromthedateofpurchase.3.YoucansendyouriPhonetoanAppleRetailStoreforrepairinashippingboxprovidedbyAppleandtheywillpayallthecharges.4.WithAppleCare+,AppleexpertscansolveallthesoftwareproblemsinyouriPhone.5.AppleCare+mustbepurchasedwhenyoubuyyournewiPhoneatanAppleRetailStore.B-Task1ReadingBTask1Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothewarranty.★★★★★B-Task2ReadingBTask2SurftheofficialwebsiteofAppleandfindanswerstothefollowingcustomers’questions.

Howmuchwillmyin-warrantyservicecost?Answer:Warrantyserviceforeligiblerepairsisavailable___________for___________monthsfromthedateofpurchase.

Whattypesofdamagearenotcoveredbymywarranty?Answer:Apple’sLimitedWarrantyforiPhoneexcludescoveragefordamageresultingfrom___________,disassembly,unauthorized___________andunauthorizedmodifications.

CanIextendservicecoverageonmyiPhonebeyondthewarranty?Answer:AppleCare+extendsthewarrantyto___________yearsfromtheoriginaldateofpurchaseandincludes___________incidentsofaccidentaldamagefromhandling,eachsubjecttoa___________servicefeeplusapplicabletax.ABCatnochargetwelveaccidentservice

twotwo$79ListeningTask1Task2Task3Task4Task5Listening&SpeakingL-Task1Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook.Listentotheconversationandfillintheblankswithwhatyouhear.W:We’vecheckedtheorder,anditlastFriday.I’msosorryaboutthat.M:Youknowweareadesigncompany;ourworkcannotbedonewithoutcomputers.Ourworkhasbeenaffected.W:Sorry,sir.Wepromise.M:Whatifwedon’tgetitbythen?Ourmanageryourservice.Thisisourfirstorder,andthingslikethisshouldn’thavehappened.W:Ifullyunderstandyourpositionatthismoment..Idohopethisincidentwon’taffectourfuturebusinessrelations.M:Well,Ihopeso.shouldhavereachedyoubecauseofthedelayyou’llgetitnextMondayisn’tsatisfiedwithThiswillneverhappenagainListening&SpeakingL-Task2Task2

LisaisMr.Haywood’ssecretary.SheistalkingwithRobertRowley,abusinesspartnerofthecompany.Listentotheconversationandchoosethebestanswertoeachquestionyouhear.Script1.A.Becausehe’soutonbusiness.B.Becausehedidn’treceiveMr.Rowley’smessages.C.BecauseLisadidn’ttellhim.D.Becausehehasbeenverybusyrecently.2.A.Twotimes.B.Threetimes.C.Fourtimes.D.Fivetimes.3.A.Nextweek.B.Bytheendoftheweek.C.Tomorrow.D.Thisafternoon.Listening&SpeakingL-2-ScriptTask2

Script

Listening&SpeakingL-Task3Listening&SpeakingScript1.Thewomanboughtaboxofprintingpaperlastweek.TrueFalse2.OntheboxoftheprintingpaperitsaysB5.TrueFalse3.Thewomandemandedarefundof20.35pounds.TrueFalse4.Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany.TrueFalse√√√√yesterday12.35poundsTask3

Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritekeywordstosupportyouranswers.L-3-ScriptTask3

Script

Listening&SpeakingL-Task4Listening&SpeakingTask4

Sophiaisreceivingaphonecallfromacustomer.CompletetheCustomerServiceHelpFormwithwhatyouhear.Script

CustomerServiceHelpFormNameofcustomerEddieEdwards__________Address28TwyfordAvenue______PhoneNo.1.()_Product 2.aSONY()ProblemItwon’trecord.______Whenpurchased 3.()Lengthofguarantee 4.()years_Customerhasreceipt? Yes□/No□__________Customerhasguaranteecertificate?5.Yes□/No□__________077008865378DVDplayeroneweekagothree√√L-4-ScriptTask4

Script

Listening&Speaking

Tobettercommunicatewithacomplainingcustomer,usethefollowingstepstohelpyouhandleandsolvetheproblem.Firstly,__________________.Writedownanynames,dates,andmajorpointsofthecomplaint.Secondly,thinktwicebefore______________.Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced,butthinkbeforeyougiveanypromise—becausenothingannoyscustomersmorethanabrokenpromise.L-Task5-1Listening&SpeakingTask5

Listentothepassagetwiceandfillintheblankswithwhatyouhear.

listenandtakenotesmakingpromisesL-Task5-2Listening&Speaking

Thirdly,checkthefacts.Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself.Thelaststepistooffersolutions.Whenthecustomercomplains,youshouldalwaysofferhimasolutiontotheproblem.Ifyoucannotdirectlyfixtheproblem,offerhimsomethingelsetotryandkeephimsatisfied.Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone,suchas,to,refundthemoney,offerarepair,offeradiscountonthenextpurchase,and theinconveniencecaused.theinformationofferareplacementapologizeforWritingWritingTask1Task2DearMr.Benson,ofMarch12.thecomputeryouboughtfromusarrivedinsuchpoorcondition.Itmighthavebeendamagedduringshipment.anewcomputerassoonaspossible.Toensureitreachesyousafely,itwillbedouble-packedthistime.fortheinconvenienceithascaused.Yourssincerely,EmilyWatsonEmilyWatsonCustomerServiceManagerW-Task1WritingTask1

Completethefollowingletterofadjustmentwiththegivenexpressions.Wewillsendyou PleaseacceptourapologyThankyouforyourletter WearesosorrythatThankyouforyourletterWearesosorrythatWewillsendyouPleaseacceptourapologyDearMr.Walters,ThankyouforyourletterofNovember15.Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly.Itmighthavebeenanerrorduringshipment.Wewillmakeuptheshortfallassoonaspossible,andpromisethatsuchthingswillneverhappenagain.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,WangYiWangYiCustomerServiceManagerW-Task2WritingTask2

Supposeyouarethecustomerservicemanagerofyour company.Writealetterofadjustmenttotheletterofcomplaint inTask1onPage90.SampleMiniWorkingroups.Eachgroupaskstenstudentstofillinthequestionnairebelowabouttheiruseofmobilephonesandthendraftasummaryofthesurveyresults.Mini-project●Workingroups;●RefertothesampleonPage106;●

Todoaresearchandthenanalyzethedata

collected;●

In-classpresentation.

LanguageLabLanguageLabTask1Task2Task3Task4Task5LL-Task1LanguageLabTask1

Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsomethingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfromothersJ.whole;complete()1.deserve()2.entire()3.survey()4.gain()5.particular()6.urge()7.comment()8.implement()9.establish()10.inplaceCJHAIDFEGBLL-Task2LanguageLabTask2

Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.AfterTompassedhisdrivingtest,he________anapplicationforhisdriver’slicense.2.MaryandIhave__________cooking,soweliveonsaladsthesedays.3.IfIwereyou,I’d__________beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew__________onit.5.Thecommittee’ssuggestionwillbe_________oncethepresidentgivesthepermission.filledoutgoneoffthinktwicecommentsimplementedcommentthinktwiceimplementgoofffilloutLL-Task3-1LanguageLabTask3

Rewritethefollowingsentencesafterthemodels.

Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.

Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.1.Iwilltranslatethisarticle.Thatwillbedifficult.Itwillbedifficultformetotranslatethisarticle.2.Thepolicemanhasexplainedtohimwhathadhappened.Thatisnecessary.

Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwon’tbepossible.Itwon’tbepossibleforthelostchildrentofindtheirwayhome.LL-Task3-2LanguageLabModel2:

Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow”.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow”.

Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningour

holiday.2.Theycameintotheoffice.Theyweresingingandlaughing.

Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.

Thesecretaryworkedlateintothenight,preparingalong

speechforthemanager.LL-Task4-1LanguageLabTask4

Choosethebestanswerstocompletethefollowingpassage.

Whowasitthatsaid—“Thecustomerisalwaysright”?Maybethecustomerisn’talwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*Welistencarefullyandmakeitobviousthatwe