旅游情景英語（第二版）Unit 9-2學(xué)習(xí)資料

“十二五”職業(yè)教育國家規(guī)劃教材旅游情景英語課件制作：蔡慧（第二版）

旅游情景英語Unit9-2HandlingComplaints

旅游情景英語ContentsWarmingUp

LanguageFocusPracticeExtending

ConclusionReviewHomeworkUnit9-2

旅游情景英語Reviewhandle,complaint,handlingcomplaint,transportation,accommodation,entertainment,lobby,explain,delayedflight,happen,matter,receptiondesk,staff,dueto，control,trafficcontrol,arrivein,within,awfully,lookaround,gatherKeywordsandphrasesUnit9-2

旅游情景英語ReviewAsatourguide,whatshouldyoudowhentheguestcomplainsaboutfood?Unit9-2

旅游情景英語WarmingUp

DisplayofthePre-classWork:

Howshouldtourguidesdealwithguests’complaintsthatthedishesareslow?Unit9-2

旅游情景英語WarmingUp

DisplayofthePre-classWork:

Howshouldtourguidesdealwithguests’complaintsthatthetablewareiswornout?Unit9-2

旅游情景英語LanguageFocusWordsandPhrasesSituationalConversationUnit9-2

旅游情景英語WordsandExpressionsrestaurant/'restr?nt/n.

飯店，餐館atarestaurant在餐館complain/k?m'ple?n/vi.

抱怨，訴苦；vt.

訴說dish/d??/n.盤，餐具，一盤食物spoon/spu:n/n.

匙，調(diào)羹Unit9-2

旅游情景英語dirty/'d?:t?/adj.惡劣的，骯臟的；vt.弄臟；vi.變臟change/t?e?nd?/vt.改變，替換anything/'eniθ??/pron.

任何東西else/els/adv.其他，另外；adj.別的anythingelse還有別的需要Unit9-2

旅游情景英語SituationalConversation

Conversation2Unit9-2

旅游情景英語Scene

descriptionTheguideMissLi(A)andthetouristsarehavingdinneratarestaurant.Oneofthetourists,Mr.Thomas(B)iscomplainingtotheguideaboutthefood.Unit9-2

Conversation2ExplainingtoaGuestabouttheFood

旅游情景英語

A:Excuseme.Howisyourmeal?

B:Good，butwehavebeenwaitingfortwenty-fiveminutesforourlasttwodishes.

A:Oh,really?Mr.Thomas.Letmeaskwaiterforit.Pleasewaitamoment.

B:OK.(Afterafewminuteslater)

A:Mr.Thomas.I’mterriblysorry.Thesestaffareverybusythisevening.Butlasttwodisheswillbereadywithinsevenoreightminutes.

Unit9-2

旅游情景英語B:Great.Thankyou.A:Youarewelcome.B:MissLi.Theplateisverydirty;couldyouchangeanotheroneformenow?A:I’msosorry.Iwillchangeitforyourightnow.B:Allright.A:Hereyouare.Mr.Thomas.Anythingelse?B:It’sOK.Thankyou.Unit9-2

旅游情景英語

1.Howisyourmeal?食物怎么樣？

注：游客進(jìn)餐期間導(dǎo)游要及時(shí)詢問進(jìn)餐狀況，耐心傾聽客人所述內(nèi)容，以體現(xiàn)出主動(dòng)熱情的服務(wù)意識(shí)，同時(shí)也可以提早發(fā)現(xiàn)問題并及時(shí)解決。2.I’mterriblysorry.Thesestaffareverybusythisevening.實(shí)在是抱歉。服務(wù)員今晚都太忙了。注：導(dǎo)游發(fā)現(xiàn)問題之后，首先向游客表示非常抱歉，并站在客觀的立場解釋事情發(fā)生的原因。Notes:Unit9-2

旅游情景英語

3.Butthelasttwodisheswillbereadywithinsevenoreight

minutes.

最后的兩道菜將會(huì)在7-8分鐘之內(nèi)準(zhǔn)備好。

注：抱歉和解釋之后，導(dǎo)游應(yīng)將處理問題的結(jié)果及時(shí)告知游客。4.Anythingelse?

還有其他需要嗎？

注：問題解決之后，導(dǎo)游主動(dòng)詢問是否還有其他需求。力求讓游客滿意。Notes:Unit9-2

旅游情景英語UsefulExpressions:1.Howisyourmeal?

食物怎么樣？2.Letmeaskthewaiter.Pleasewaitamoment.

我去問問服務(wù)員。請稍等一會(huì)兒。3.Butlasttwodisheswillbereadywithinsevenoreightminutes.

最后的兩道菜將會(huì)在7-8分鐘之內(nèi)準(zhǔn)備好。4.Iwillchangeitforyourightnow.

我現(xiàn)在馬上為您換一個(gè)。5.Anythingelse?

還有其他需要嗎？Unit9-2

旅游情景英語

Role-playActouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivensentencepatterns.PracticeTaskOne:Unit9-2

旅游情景英語Youareatourguideanddinningwithtouristsatarestaurant.Atouristiscomplainingabouttheslowserviceanddirtytableware.ScenedescriptionUnit9-2

旅游情景英語

CompletethefollowingdialoguesinEnglish.TaskTwo：

Ⅰ.A:thetourguide,Mr.Sun.B:atourist,Mrs.Brown.B:Excuseme,Mr.SunIhavebeenwaitinghereforanhour.Our

flightshouldbearrivedhalfanhourago.A:Yes.________________________________________（我們是11:20飛往西安的機(jī)票）.B:What’sup?A:_______________________________（恐怕航班延誤了）.B:Why?A:Waitamoment.____________________________（我馬上到接待處問問）.Unit9-2Wehavetheticketsforthe11:20flighttoXi'anI'mafraidtheflighthasbeendelayedIwillaskthereceptiondeskforit

旅游情景英語Unit9-2B:OK.A:Thestaffheretoldmethat_____________________________

_________________（由于空中管制而導(dǎo)致的航班延誤）.B:Oh,it’sterrible.Whenexactlywilltheflightarrivein?A:I’mafraidabouttwohours.So

__________________________________________________

（為什么你們不到商店逛逛或者整理一下行李）？B:IsupposeIhaveto.A:Pleasepayattentiontotheannouncement.B:Noproblem.TheflighthadbeendelayedduetotheairtrafficcontrolWhydon’tyoulookingaroundtheshopsorgatheryourbaggage

旅游情景英語Unit9-2Ⅱ.A:thetourguide,MissZhouB:thetourist,Mrs.WilsonA:Excuseme._______________（餐怎么樣）？B:MissZhou.Ineedtotalkwithyou.A:What’smatter?Mrs.Wilson.B:Thedishiscoldandthisglassisbroken.A:I’mterriblysorry.I’llbringyouanewone.Aboutdish,_____________________________________（我去問問服務(wù)員。請稍等一會(huì)）.HowisyourmealLetmeaskthewaiter.Pleasewaitamoment

旅游情景英語Unit9-2B:OK.A:Mrs.Wilson,wouldyoulikeitcookedalittlemore?Or

________________________________（馬上為您換另外一個(gè)菜）？B:ThatisOK.Iwouldlikeitcookedagain.A:Thanks.Youaresokind._______________

（還有別的需要嗎）？B:It’sOK.WouldyouwanttochangeanotheroneAnythingelse

旅游情景英語Discussion:Discussthefollowingquestionsandwriteyouranswers.Extending1.Whatarethereasonsofthetourists’complaints?2.Whatarethereasonsoftheflightdelay?Unit9-2

旅游情景英語

3.Whatwouldyousaywhentheflightdelayed?4.Whatarethereasonsofthefoodcomplaints?5.Howtoapologizetothetourists?Couldyousaythreeways?Unit9-2

旅游情景英語ConclusionwordsUsefulExpressionsforfoodcomplaints

LanguagepointsinTasksHowtodealwithcomplaintsabouttheroomnotcleaned

Handlecomplaints9-2Unit