饭店服务英语教案.docVIP

Unit Seven complaints Teaching aims ： 1.practice the students’ listening ability 2.practice the students speaking ability 3.let the students know the produces of solving complaints and can use some useful sentences. Teaching focus: 1. the procedures of solving complaints 2. some useful sentences Teaching difficult *how to solve the guests’ complains. Capacity-building methods Reading and speaking. Role play Teaching classes 6 First 2classes Teaching procedures The first 2 classes step1 . learn the reading materials How To Deal With Complaints Step2 reading the materials Step3 translate the materials lend an ear to sb/sth = listen patiently and sympathetically 耐心而同情的听某人讲话 attentive to sb/sth. =give attentive to sb/sth. An attentive audience A good hostess is always attentive to the needs of her guests.好客的女主人能随时留心客人的需要。 3 hear sb out =listen until sb has finished saying what he wants to say 把某人要讲的话听完 I know you don’t believe me, but please hear me out.我知道你不相信我，不过请听我把话讲完。 4. jot down= make a quick, short, written note of sth 匆匆记下 I’ll just jot down their phone number before I forget it. 5. put oneself in sb’s shoes = imagine oneself to be in sb else’s position. 设想某人的地位或处境 I wouldn’t like to be in your shoes if they find out what you are doing. 要是人家发现了你在干这件事，我可不愿设想你有多倒霉。 6. correction= correcting 改正，纠正， make sth right Remedy = removing sth undesirable. 矫正， 纠正 7. superior = person of higher rank 长官，上级 Step4 the key point you should keep in mind 1. positive attitude (be polite and helpful.) be nice to the guests 2. hear the guests, not interrupt unless necessary. 3.write down what the guests complaint if necessary. 4.make a short apology 5. express your understanding and sympathy with him 6. take actions to remove the complaints. The second 2 classes Step 1 read the dialogue Step 2 ask sb. To translate some sentences Step 3 useful sentences 1. express your thanks Thank you for your telling about that. Thank you for your