高教社新國規(guī)中職英語教材《英語服務(wù)類職業(yè)模塊》服務(wù)類-U3

Information

atWorkUnit3英語服務(wù)類職業(yè)模塊understandthetalksabouttelephonemessagestalkaboutofferinghelpattheLostandFoundreadaboutthetipstocreateasurveywriteamemorealizetheimportanceofinformationsecurityLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking03ReadingandWriting04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment01WarmingUp看圖片，補(bǔ)全句子。Lookandcomplete.readingaquestionnairereadingemailsaninterviewaproductpromotionatradefairmakingtelephonecalls1

.2

.3

.

aproductpromotionatradefairaninterviewWecangetinformationat/by

.看圖片，補(bǔ)全句子。Lookandcomplete.4

.5

.6

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readingemailsmakingtelephonecallsreadingaquestionnairereadingaquestionnairereadingemailsaninterviewaproductpromotionatradefairmakingtelephonecallsWecangetinformationat/by

.02ListeningandSpeaking聽錄音，填寫信息。Listenandfill.TelephoneMessageTo:

.From:

.PhoneNumber:

.CallbacklaterCallagainMr.SmithBillGree音原文ScriptA:Hello,isthatMr.Smith’soffice?B:Yes,thisisAlice.MayIhelpyou?A:ThisisBillGreen.I’dliketospeaktoMr.Smith,please.B:I’mafraidMr.Smithisbusynowandhe’llcallyoubacklater.Yournumber,please?A:Myphonenumberi(Mr.Hillistellingaboutwhatwasgoingonatanairport.)IflewfromLondonyesterday.WhenIarrived,Ifoundmy1)

.wasmissing.IwenttotheLostandFoundimmediatelyandaskedfor2)

.Itoldtheclerksome3)

abouttheflightnumberandmybaggagechecknumber.Theclerkwasveryfriendlyandhelpful.Shesaidshewouldtrytogetthebagsformeassoonaspossible.Ifshe4)

it,shewouldcallmeorleavea5)

atthehotel.baggagehelpinformationfoundmessage聽對話，填空并復(fù)述。Listen,completeandretell.HelpMewithMyBaggage(1/2)(Linda,aclerkattheLostandFound,isofferingservicetoacustomer.)Linda:CanIhelpyou,sir?Mr.Hill:Icertainlyhopeso.I’mJackHill.IflewherefromLondonjustnow,butIfoundmybaggagewasmissing.Linda:Mr.Hill,don’tworry.I’lltrytofindoutwhereitis,butIdoneedsomeinformationfromyou.Whatflightwasitandwhattimedidyouarriveattheairport?Mr.Hill:ItwasFlightBA512.Theplanewasalmostanhourlate,sowelandedataboutsixo’clock.Linda:Fine,andthenumberofyourbaggagecheck.You’llfinditonyourticket.Mr.Hill:OK.They’reBA035721and035722.Twolargeleathersuitcases,oneisgreen,theotherisbrown.聽對話，填空并復(fù)述。Listen,completeandretell.HelpMewithMyBaggage(2/2)Linda:Thankyou.Wouldyouliketogivemeyourphonenumber?I’llcallyoubackifwefindthem.Mr.Hill:Right.It’oryoucanleaveamessageattheHiltonHotel.Thenumber’s555-6282.Linda:OK,Idohopewecangetyourbagstoyouthiseveningortomorrow.Ifit’snottoday,I’llgiveyouacall.Mr.Hill:Thankyou.Pleasemakeittoday.Itisquitedifficultformewithoutmybaggage.Linda:Ofcoursewewill.Youcanbesureofthat,Mr.Hill.Goodbye.Listen,completeandretell.聽對話，填空并復(fù)述。根據(jù)所給信息，與同伴表演對話。Actandpractice.Paris/NewYorkCA572/CA982CA456605/CA230235A:CanIhelpyou?B:Yes,please.Iflewherefrom

justnow,

butIfoundmybaggagewasmissing.A:Don’tworry.I’lltrytofindit.Yourflightnumber,please?B:

.A:Andthenumberofyourbaggagecheck?B:

.03ReadingandWritingDiscussandtick.與同伴討論，勾選出可以獲取客戶反饋的方式。GetyourcustomerstodoasurveyTalktoyourcustomersContactyourcustomersonlineProvideyourcontactinformationtoyourcustomersAskforcustomers’personalinformationfromothercompanies讀文章，補(bǔ)全小標(biāo)題。Readandcomplete.SetupyourgoalFollowtherulesAskusefulquestionsKeepthesurveyshortStartwithopen-endedquestionsABCDEOneofthemostpowerfultoolsinmarketresearchisasurvey.Asurveyisasetofquestionsthatacustomerwillanswer.Whatquestionsshouldyouputonasurvey?Itdependsonyourgoals.Goodsurveyscanhelpyoufindoutwhoyourcustomersare,orwhatyourcustomerswant,orhowtomakeyourproductsbetter.Nomatterwhatyourgoalis,surveysshouldfollowsomerules.Hereare3tipswhencreatingyoursurvey:1)

.Imaginedoingasurveythatis4pageslong,andtakes20minutestofinish.Doesthatsoundlikefun?Ofcoursenot!Ifyoudidthatsurvey,youprobablywouldn’tevenreadallofthequestions.Youranswerswouldnotbehelpful.Iftherearefewerquestionsinthesurvey,customersaremorelikelytogivethoughtfulanswers.So,makeyoursurveyshort—about5to10questionsisgood.ThreetipstocreateabettersurveyD讀文章，補(bǔ)全小標(biāo)題。Readandcomplete.SetupyourgoalFollowtherulesAskusefulquestionsKeepthesurveyshortStartwithopen-endedquestionsABCDE2)

.Everyquestionshouldserveapurpose.Anddon’ttellmethatoneextraquestion“couldn’thurt.”Itdoes.Ifyoudon’tusetheinformationyou’reaskingfor,you’rewastingbothyourcustomers’timeandyours.Therefore,youshouldaskyourself:Willtheanswerstothisquestionteachmesomethinguseful?Ifyouranswerisyes,usethequestion.3)

.Whencustomersstartasurvey,theirmindsarefresh.Theywillansweropen-endedquestionshonestly,andwithenergy.Thesequestionsareveryimportant,becausetheyareoftenwhereyouwillfindnewideas.Ifyouputtheopen-endedquestionsattheend,aftertheratingandmultiplechoicequestions,theanswersyougetmaynotbeasinterestingandvaluableasyouexpect.ThreetipstocreateabettersurveyCE1)Yourgoaldecideswhatquestionsyoushouldputonyoursurvey.2)Itisboringtodoasurveywhichtakesalotoftime.5)Thisarticleismainlyabouthowtocreateagoodsurvey.4)Putopen-endedquestionsattheendofthesurvey.3)Itwillwasteyourcustomer’stimeifyouaskmorethan10questions.再讀文章，判斷正誤。Readandjudge.Discussandanswer.與同伴討論，回答問題。1)Whyisitimportanttogetcustomerfeedback?2)Haveyouevenbeenaskedtodoasurvey?Wasitagoodsurvey?

Whyorwhynot?Gettingcustomerfeedbackcanhelpyoufindoutwhoyourcustomersare,orwhatyourcustomerswant,orhowtomakeyourproductsbetter.Yes,itwasagoodsurveybecauseitwasshortandsimple./No,itwasn’tagoodsurveybecauseithadmorethan30questionsandtoomanyopen-endedquestions.閱讀電子郵件，填寫備忘錄。Readandwrite.×-←→DearMr.Smith,WeareinvitingyoutoattendameetingonComputerSoftwareProductPromotion(推銷)organizedbytheTechnologyandServiceCenterofthecompany.Themeetingwillbeheldinthemeetingroomoftheofficebuildingat9:00a.m.onDec.15.Ifyouhaveanyquestions,pleasecalltheofficesecretary,MissWangat(010)2358XXXX.Welookforwardtoseeingyou.TechnologyandServiceCenter閱讀電子郵件，填寫備忘錄。Readandwrite.×-MEMOTo:From:Subject:Time:Location:Contact:Mr.SmithTechnologyandServiceCenterAMeetingonComputerSoftwareProductPromotion9a.m.onDec.15ThemeetingroomoftheofficebuildingMissWangat(010)2358XXXXTip備忘錄（memo）是一種非正式的公文函件，是公司內(nèi)部最普通的書面交流形式，通常用于快速而有效地傳遞通知和消息。英文格式如下：To:

（收件人）From:

（發(fā)件人）Subject:

（事由）Time:

（時(shí)間）Location:

（地點(diǎn)）Contact:

（聯(lián)系方式）04CultureNotesCultureNotes

公司為了提高產(chǎn)品性能和服務(wù)質(zhì)量，可以通過調(diào)查問卷等形式收集客戶意見，但同時(shí)要保證用戶的個(gè)人信息安全，幫助用戶保護(hù)個(gè)人隱私。許多公司都在保護(hù)用戶信息安全上采取嚴(yán)格的客戶信息安全管理，一般涵蓋客戶信息的收集、傳輸、存儲(chǔ)、使用、共享、銷毀等環(huán)節(jié)，客戶信息的載體包括電子和紙質(zhì)兩種形式。在信息收集時(shí)，盡量避免涉及用戶個(gè)人隱私，尤其是財(cái)產(chǎn)信息等。05LanguagePracticeListenandjudge.聽錄音，判斷正誤。1)Tomlikesthejobverymuch.2)Tomworksatthedesigningdepartment.3)Tomhasanewjobinafactory.4)Tomisdesigningasurveywithateam.5)Tomknowsthecustomersarenotsatisfiedwith

theproducts.錄音原文ScriptA:

Hi,Tom!Iheardyougotanewjob.Doyoulikeit?B:Yeah.Ilikeitverymuch.A:Tellmemoreaboutthejob.B:Iworkatthemarketingdepartmentinacompany.A:Nice,whatareyoudoingrightnow?B:I’mworkingwithateamtodesignacustomersurvey.Wewanttoknowwhetherthecustomersarehappywithourproducts.Speakandpractice.根據(jù)所給信息，與同伴練習(xí)對話。Situation1A:YouareTom.Youwanttobuyanewcarbyloan(貸款).Youneedtoprovidesomepersonalinformation,suchasyourIDcardnumber,employmentcertificate(在職證明),incomecertificate(收入證明),etc.B:Youareabankclerk.YouwillaskTomsomequestionstocollecttheinformation.Speakandpractice.根據(jù)所給信息，與同伴練習(xí)對話。Situation2A:YouareTom.Youwanttobuyinsurance(保險(xiǎn))foryouandyour

newcar.Youneedtoprovidesomeinformation,suchasyour

numbersofIDcard,drivinglicense,registrationcertificate(車輛

登記證),etc.B:Youareaclerkataninsurancecompany.YouwillaskTomsome

questionstocollecttheinformation.Speakandpractice.根據(jù)所給信息，與同伴練習(xí)對話。Situation1A:Hello.B:Hello,whatcanIdoforyou?A:I’dliketobuyanewcarbyloan.B:Allright.MayIhavealookatyourIDcard?A:OK.Hereitis.B:Ialsoneedyouremploymentcertificateandincomecertificate.A:Noproblem.Hereyouare.Speakandpractice.根據(jù)所給信息，與同伴練習(xí)對話。A:Hello.B:Hello,whatcanIdoforyou?A:I’dliketobuyinsuranceformeandmynewcar.B:Allright.MayIhaveyourIDcardnumber,please?A:OK.ItisXXXXXXXXXXXXXXXXXX.B:Ialsoneedtohavealookatyourdrivinglicenseandregistrationcertificate.A:Noproblem.Hereyouare.Situation2survey1)The

showsthatmorepeopleliketoworkinbigcities.2)Thecustomerswillgiveyousome

ideasonyournewproduct.3)Bothofthejobstookalotoftimeand

.4)Youhavetoaskyourselfwhatthedesign

ofthesurveyis.5)Hereceiveddoublepayforallhis

work.6)Thenewwebpagewas

bytheteam.surveyfreshenergypurposepowerfulfreshcreatewasteenergyextrapurposeChooseandcomplete.選擇詞語，用適當(dāng)形式填空。extracreatedReadandjudge.讀有關(guān)問卷調(diào)查的句子，判斷正誤。Whencreatingasurvey,1)therearefewrulesthatshouldbefollowed.2)thequestionsshouldbeasmanyaspossible.3)theopen-endedquestionsshouldbeputaftertherating.4)thequestionsshouldbedesignedbasedonthegoals.5)anyquestionscanbeaskedifyouwant.選擇語句，補(bǔ)全關(guān)于避免活動(dòng)13中錯(cuò)誤行為的句子。Chooseandwrite.A.accordingtotherules1)Besuretodothesurvey

andavoidbeingrude.2)Togethigh-qualityanswers,thesurveyshould

.3)Youshould

andmakethesurveyshort.4)Respectthecustomersanddon’t

.B.askonlyafewkeyquestionsC.askforprivateinformationD.startwithopen-endedquestionsBCAD06ProblemSolvingSituationMikeworksforanAmericancarcompany.HiscompanyisgoingtoattendtheChinaInternationalImportExpo(中國國際進(jìn)口博覽會(huì)).HeisaskedtomakeasurveytogettoknowsomeinformationaboutpotentialChinesecarbuyersandtheirbuyinghabits.Workwithyourpartner,anddiscusswhetherMike’squestionsaresuitableandnecessary.ProblemSolvingSurveyWhatisyouraddress?WhatisyourIDcardnumber?Howmuchdoyouwanttospendonyourcar?Areyougoingtobuyacarinthenext