景区服务英语ppt-unit27.pptVIP

Unit 8 Invitation Lesson 1 Are you free this afternoon? I. Teaching Objectives(教学目标)： By the end of this unit, you should be able to (本单元你应该学会) 1. Learn how to handle guests’ complaints in English.（学会如何用英语处理客人投诉） 2. Grasp new words and expressions about dealing with guests’ complaints.（掌握处理客人投诉的重要单词、短语） II Teaching Procedure Step1 Warm up Step2 Presentation Step3 Practice Step4 Summary Step5 Homework Step1 Warm up Task1 Topic Introduction When the guests come to the restaurant, the staff and the management personnel should fully understand the requirements of them, and provide services according to the requirements .When the guests are not satisfied, the staff should try to handle guests’ complaints. Task2 Warming up Activities 1.Match the words and the pictures Task2答案 1. 1) D 2) A 3) B 4) D Step2 Presentation When the guests have dinner in a restaurant and find something wrong with their food , what should the staff reply to the guests ? Task 3 Routine Dialogue 日常对话 Dialogue1: Soup is Too Cold Situation: Mary Smith goes to a Western restaurant to have western food , but the soup is too cold and the steak is so rare. She asks the waitress to help her. Pre-listening questions:  Pre-listening questions: 1.What does Mary Smith order? 2. Why does Mary Smith want to change her food? Dialogue 1答案 1.Mary Smith orders medium well steak and seafood soup. 2. Mary Smith orders medium well steak but her steak is red inside; her seafood soup is too cold to drink. (W:Waitress M:Mary Smith) M:Excuse me, waitress. W:What can I do for you, madam? M: I asked for medium well steak but my steak is red inside. What’s more, my seafood soup is too cold to drink. W: I’m so sorry to hear that, madam. M: Could you get the steak cooked a bit more and change the soup for me ? W: Of course. I will do that right away. Wait a moment, please. (Half an hour later, they finish their mea