高教社新國規中職英語教材《英語服務類職業模塊》服務類-U1

WorkplaceMannersUnit1英語服務類職業模塊understandthetalksaboutworkplacemannerstalkaboutairportandflightservicesreadaboutgoodmannerswithcustomerswriteaboutworkplacemannersandtheimportancerealizetheimportanceofgoodworkplacemannersLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking03ReadingandWriting04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment01WarmingUp看圖片，補全句子。Lookandcomplete.ahospitalaplaneahotelarestaurantanofficeasupermarket1Areceptionistworksatthefrontdeskin

.2Aflightattendantworkson

.3Acashierisworkingin

.ahotelaplaneasupermarket看圖片，補全句子。Lookandcomplete.4Achefisworkingin

.5Anurseworksin

.6Aclerkworksin

.arestaurantahospitalanofficeahospitalaplaneahotelarestaurantanofficeasupermarket02ListeningandSpeaking聽錄音，給圖片排序。Listenandnumber.ABCD1234錄音原文Script1.Goodmorning.WelcometoRoseHotel.MayIhelpyou?2.Goodafternoon,ladiesandgentlemen.Welcomeaboard.3.Pleaseenjoyyourmeal.4.Thankyouforshoppingwithustoday.(Danistellinghisfriendabouttheairportandtheflight.)Iplannedto1)

toLosAngelestheotherday.Atthecheck-indesk,Ishowedmy2)

andhadmybag3)

.IalsolearnedthatIdidnotneedto4)

5)

myluggageinChicagowhereIhadastopover.Atthesecuritycheck,Iputmycarry-onluggageflatonthe6)

andsmallobjectsinthetrays.Ontheflight,I7)

acupofcoffeebecauseIfeltalittletired.AndIaskedfora8)

anda9)

,forIwantedtobemorecomfortableandwarmduringthe10)

.flypassportcheckedpickupbelthadpillowblanketflight聽對話，填空并復述。Listen,completeandretell.HaveaPleasantJourney（1/2）(Atthecheck-indesk)Receptionist:Goodafternoon!Whereareyouflyingtotoday?Dan:LosAngeles.Receptionist:MayIhaveyourpassport,please?Dan:Hereyougo.Receptionist:Doyouhaveanyluggagetobechecked?Dan:Justthisone.Receptionist:OK,pleaseplaceitonthescale.Dan:Excuseme,IhaveastopoverinChicago—doIneedtopickupmyluggagethere?Receptionist:No,it’llgostraightthroughtoLosAngeles.Hereisyourboardingpass.YourflightleavesfromGate15andtheboardingtimewillbeat3:20p.m.Dan:Thanks.聽對話，填空并復述。Listen,completeandretell.HaveaPleasantJourney（2/2）(Atthesecuritycheck)Inspector:Pleaseputyourcarry-onluggageflatonthebelt,andusethetraysforsmallobjects.Dan:DoIneedtotakemylaptopoutofthebag?Inspector:Yes,please.Doyouhaveanythinginyourpockets—keysorcoins?Dan:Idon’tthinkso.Inspector:OK,you’reallset!Haveaniceflight.(Ontheflight)Flightattendant:MayIhelpyou,sir?Dan:I’dliketohavesomethingtodrink.Flightattendant:Certainly.Wehavetea,coffee,fruitjuice,Cokeandmineralwater.Dan:Coffee,please.Flightattendant:

OK.Hereyouare.Dan:

Bytheway,canIhaveapillowandablanket?Flightattendant:Sure.Justamoment,please.Dan:Thanks.聽對話，填空并復述。Listen,completeandretell.根據所給信息，與同伴表演對話。Actandpractice.MayIhelpyou/WhatcanIdoforyouCertainly/SureI’llbringitforyourightnow/HereyouareA:

,sir?B:I’dliketohavesomethingtodrink.A:

.Wehavetea,coffee,cokeandmineralwater.B:Coffee,please.Bytheway,canIhaveablanket?A:Ofcourse,sir.

.03ReadingandWritingDiscussandtick.與同伴討論，勾選出正確的職場禮儀。givecustomersafriendlywelcomebepatientandkeepsmilingplaywithyoursmartphonemakecustomersfeelcomfortablebereadytohelp讀文章，補全小標題。Readandcomplete.Bewell-preparedHandlecomplaintshelpfullyGreetcustomerswithasmileSaygoodbyetherightwayBehonestListenattentivelyABCDEFServeyourcustomersinafast,friendlyandhelpfulmanner,andtheywillvisityouagain.Herearesomegoodtips:1)

.

Customerswanttofeelvaluedandimportant,soasimple“Welcome”or“Hello”indicatesthatyounoticethemandverballyleadsthemintoyourbusiness.Andasmilealsocommunicatestocustomersthatyouarefriendlyandcheerful.Thesmallstephelpsstarttherelationshiponapositivenote.GoodMannerswithCustomersC讀文章，補全小標題。Readandcomplete.2)

.

Whethercustomersareaskingaboutpricesofproductsortravelingschedules,beattentivetotheirquestionsorcomments,evenifyouknowtheanswerimmediately.Interruptingshowsdisrespectandneverimprovestherelationship.3)

.

Beforeyouspeakwiththecustomer,takeadeepbreathtocalmdown.Thenmaintainafriendlyandcaringtonetoshowthatyougenuinelywanttohandlethecomplaint.Afterunderstandingtheproblem,youshouldapologizebeforesayinganythingelseandmakesuretofindatimelysolution.FBBewell-preparedHandlecomplaintshelpfullyGreetcustomerswithasmileSaygoodbyetherightwayBehonestListenattentivelyABCDEF讀文章，補全小標題。Readandcomplete.4)

.

Whencustomersareleaving,youhavethechancetogetsomeofthemostvaluablefeedbackfromthem.Youneedtothankthemforthat.Makingcustomersfeelappreciated,eveninthefaceofcancellation,determineswhethertheywillrecommendyoutofriendsandcolleagues.Goodbyesarenotthenewhellos,buttheycanbeapositivenewbeginning.DBewell-preparedHandlecomplaintshelpfullyGreetcustomerswithasmileSaygoodbyetherightwayBehonestListenattentivelyABCDEFReadandjudge.再讀文章，判斷正誤。1)Afriendlysmilecanhelpyoutostartagoodrelationshipwithcustomers.2)Withoutcarefullistening,yourquickanswerscanmeanrespectforcustomers.4)Sayinggoodbyetocustomerscanmakethemfeelappreciated.3)Speakinginafriendlytonecanhelpyouunderstandthecomplaint.Discussandanswer.與同伴討論，回答問題。1)Accordingtothepassage,whataregoodmannerstousewithcustomers?2)Canyouthinkaboutanyworkplacemannersforyourfuturejob?Dealwithcomplaintshelpfully.Greetcustomerswithasmile.Saygoodbyeintherightway.Listenattentively.Respectthepeopleweserve.Buildandmaintaintheimageofthecompany.Helpthecompanycreatemoreeconomicandsocialbenefits.根據所給信息，續寫客服中心職員的職場禮儀。Thinkandwrite.1234smilelistenattentivelydealwithcomplaintssaygood-byeShegreetscustomerswithasmile.Shelistenstocustomersattentivelyandhelpsthempatiently.Sheisalwayshonesttotellthetruthtogaintrustfromcustomers.Whendealingwithcomplaints,sheapologizesfirstandmakessuretofindatimelysolution.Shesays“goodbye”and“thanks”tocustomerswhentheyleave.Lindaworksatthecustomerservicecenter.根據所給信息，續寫客服中心職員的職場禮儀。Thinkandwrite.04CultureNotesCultureNotes西方人在交流中注重眼神交流（eyecontact），交談的雙方要注視對方雙眼，這種視線接觸表示信任和坦誠。東方人在交際時，常避免長時間直視、盯視對方，以表示謙恭和尊重。在服務行業，當我們與西方人交流時，既應避免盯視，又要與他們有較多直接的目光交流，以達到成功交際的目的。05LanguagePracticeListenandnumber.聽錄音，給句子排序。A)Say“goodbye”and“thankyou”whencustomersleave.B)Handlecomplaintsinahelpfulandefficientway.E)Listencarefullyandanswerpatiently.D)Alwaystellthetruthtocustomers.C)Welcomeandgreetcustomerswithasmileandmakeeyecontact.12345錄音原文ScriptWhenweservecustomers,weshouldknowthefollowingmanners:Greetandserveeachcustomerwithasmileandmakeeyecontact;Listentocustomerscarefullyandanswereachquestionpatiently;Dealwithcomplaintshelpfullyandefficiently;Tellthetruthtocustomersatalltimes;Say“Thankyouforcoming”whencustomersleave.Speakandpractice.參考上述句子，與同伴練習職場禮儀。1)Whengreetingcustomers,weshould

.2)Whencustomersaskquestions,weshould

.3)Whenhandlingcomplaints,weshould

.

.4)Ifwe

,customerswillknowwhat’sgoingonand

managetheirexpectations.5)Whencustomersleave,weshould

.greetthemwithasmilelistenattentivelymaintainafriendlyandcaringtonearehonestsaygoodbyetherightwaycheerful1)Icouldseeinherfacethatlifewasfullofinterestand

.2)Weneedbothpositiveandnegative

fromourcustomers.3)Therestauranthasa

atmosphere,soitattractsmanycustomers.4)Ihavejustspentaholidayinthehotelandwill

ittomyfriends.5)Aterribleaccidentwaspreventedbythe

arrivalofthepolice.6)Thehotelstaffarefriendlyand

whenservingcustomers.expectationfeedbackcheerfulrecommendexpectationgreettimelyfeedbackcolleagueattentivelyrecommendChooseandcomplete.選擇詞語，用適當形式填空。timelyattentiveReadandjudge.讀有關職場禮儀的句子，判斷正誤。Whenservingcustomers,1)youfold(交叉)yourarmsinfrontofcustomers.2)youfindfaults(差錯)withcustomerswhentheymakecomplaints.3)yourushcustomerswhentheyareslow.4)youshareyourpersonalstorieswithcoworkers

whileyouareworking.5)youcommentontheappearancesofcustomers.選擇語句，補全關于避免活動13中錯誤行為的句子。Chooseandwrite.A.Keepyourpersonalstoriesathome1)

infrontofcustomers,don’tleanagainstthedeskorfoldyourarms.2)

.Don’tshoutatcustomersorfindfaultswiththemwhentheymakecomplaints.3)

,eveniftheyareslow.Don’trushthem.4)

.Don’tsharethemwithcoworkerswhenatwork.5)

.Don’tgiveanycommentsontheappearancesofcustomers.B.FocusonyourworkC.ListencarefullyandanswerpatientlyD.StanduprightE.BeattentiveandhelpfulwithcustomersDECAB06ProblemSolvingSituationYouworkasareceptionistatthefrontdeskinahotel.Mr.Smith,abad-temperedguest,bookedaroomthreedaysago,buthecamewithapetdog.Thehotelrulesaysthatanimalscannotbeadmitted.Nowworkwithyourpartnerandchoosetheproperresponses(回答)topracticeworkplacemanners.ProblemSolvingProblemSolvingMr.SmithAreceptionistHi,I’vebookedaroomthreedaysago.TomSmith.Look,Ijustboughtapetdog.Isn’titlovely?Ihopeitwillstaywithmeinmyroom.Whatafunnyrule!Iwanttocancelmyreservation!Itsoundslikeabetteridea.AI’mafraiditcan’t,sir.Animalsaren’tallowedtocomeintothehotelrooms.BOK,let’scheckinfirst,thenwe’llgotothepetshop.CYes,itis.DPleasedon’tworry,sir.Whataboutsendingittoapetshopnearby?It’sagoodone.Theywilllookafteritverywell.EGoodmorning,sir!Welcometoourhotel.Yourname,please?ECADB07Self-assessmentUsethewordcloudtocheckthewordsandexpressionsyouhavelearned.看詞匯云，檢查自己對本單元單詞及詞組的掌握情況。Rateyourperformancebasedonwhatyouhavelearned.根據單元所學，對自己的表現加以評分。Afterlearningthisunit,Icanusethekeywordsandexpressions;getimportantdetailsaboutworkplacemanners;exchangeideasaboutgoodworkplacemanners;understandhowtofollowworkplacemanners;writeaboutworkplacemannersandthe