(精选)酒店管理英语听说教程Unit15 Dealing with Complaints课件.pptVIP

《酒店管理英语听说教程》;Unit 15 Dealing with Complaints;Part A Phonetics: The Consonants辅音—The Affricates破擦音[tr][dr] The Fricatives摩擦音[r];Part B Listening In: How to Deal with Complaints;4. W: How did Ben finally go to New York? M: He first decided to go by air, but the plane was too expensive. Then he considered to drive his car. At last when I talked to him, he hadn’t really decided. Q: What do we know about Ben? C. He had difficulty making up his mind. 5. M: Please hold the picture straight while I put in the nail. Well, how does it look? W: It’s straight but upside down. Q: What does the woman mean? C. The picture is bottom up.;Part B Listening In: How to Deal with Complaints;Paul: Hello, Mrs. Taylor. Can you help me? I’m doing homework and I can’t understand this word. Mrs. Taylor: Which one? Oh… that is difficult. I can’t help you right away… I’m watching something on TV. Paul: Oh? What are you watching? Mrs. Taylor: I’m watching a cowboy film. Paul: Can Mr. Taylor help me? Mrs. Taylor: No, he can’t now, Paul. He’s reading. Paul: What is he reading? Mrs. Taylor: He is reading a magazine. Paul: What about Kate? Mrs. Taylor: Oh, she can’t help you either. She’s making a phone call now. Paul: Oh? Who’s she calling? Mrs. Taylor: She’s calling her boyfriend… You’re asking a lot of questions tonight, Paul. Paul: Am I?... Well, I’m practicing my English.;6. Why does Mrs. Taylor say that she can’t help Paul right away? B. Because she is busy with something else. 7. What seems to be the relationship between Paul and Mrs. Taylor? D. The landlady and a foreign student. 8. Why is Paul asking so many questions tonight? C. He wants to improve his spoken English. 9. Why does Mrs. Taylor say to Paul “You are asking a lot of questions tonight”? C. She hates being interrupted. 10. What can you infer from the dialogue? B. Paul is a hard-working foreign student. ;Part B Listening In: How to Deal with Complaints;Hotel staff, like people in other service business