新职业英语视听说1Unit.ppt
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1、,1,Unit 7 Customer Services,OUTLINE,Listening,Watching,Speaking,Supplementary Material,1,2,1,2,1,2,Further Listening,Further Watching 1,Fun Time,Further Watching 2,Further Watching 3,Teaching Plan,In ClassPeriod 1:Listening 1 Watching 1 Period 2:Speaking 1 Listening 2 Period 3:Watching 2(Task 1)Proj
2、ect Period 4:Watching 2(Task 2)Speaking 2 After ClassUnit File+Supplementary Listening,Learning Focus,To build up the vocabulary about providing customer service To get a general idea of the basic components in serving customers To be aware of taking good care of valued clients,To be able to make an
3、d answer inquiresTo learn how to make opinion surveys on products or servicesTo be competent to handle complaints efficiently,Knowledge:,Skills:,Listening 1-Task 1,1.Warming-up,Practice making and answering inquiries.The first one has been given to you as an example.,Make Inquiries1.Would you please
4、 tell me how to open a bank account?2.Im wondering if I followed the right procedure for unlocking the safe.3.Excuse me,could you please show me the right way to our school library?4.Im not sure which color to choose,could you please give me any suggestions?,Listening 1-Task 1,Practice making and an
5、swering inquiries.The first one has been given to you as an example.,Answer Inquiries1.Certainly.Please show me your ID card first,and then fill out this form.2.Im afraid you have to input the password first,sir.3.With pleasure.Just walk along the pathway and make a right turn at the second crossing
6、.4.Id love to.As you have fair complexion,I think this bright pink will look terrific on you.,1.Warming-up,Our supervisionhotline is 2766492.我局的监督电话是2766492。,Listening 1-Task 1,Hotline n.热线,Loosen v.放松;使松驰,Thoroughly ad.彻底地,Apply v.涂擦;使用,He says that Tom is athoroughlygood fellow.他说汤姆是个地道的好人。,Applya
7、s much forceas is necessary.需要多大力,就施多大力。,My belt is too tight;I mustloosenit.我的腰带太紧,我必须放松它。,Massage v.按摩;揉捏,Moisturize v.使湿润,Amassagemay relieve your back pain.按摩可能会减轻你的背痛。,Moisturize the air增加空气湿度,Listening 1-Task 1,2.Extensive Listening,Rose is answering an inquiry from a customer.Listen to the co
8、nversation and tick()the correct answer to each question.,1.Why does the customer call Rose?A.Because he doesnt know how to shave.B.Because he is not satisfied with TAF shaving foam.C.Because he is not sure about the procedure for using TAF shaving foam.2.Is the customer happy with Roses service?Why
9、?A.Yes,he is,because Rose offers to give him some free samples.B.Yes,he is,because Rose gives him a detailed explanation.C.No,he isnt,because Rose is rude when answering his questions.,Script,Listening 1-Task 1,3.Intensive Listening,Listen to the conversation again and complete the procedure for usi
10、ng TAF shaving foam.,Clean the 1 with 2.Wait 3 minutes until the skin gets thoroughly 4.Apply TAF shaving foam.5 to make sure the hair gets moisturized.,face,warm water,two or three,wet,massage the face a little,Script,Listening 1-Task 1,4.Language Summary,Compare the different meaning of the italic
11、ized words in each of the sentences.,1.Please wait two or three minutes until your skin gets thoroughly wet.2.He got the shampoo he ordered last week.3.The customer got itching blotches over his face.4.James got a bad cold.Has he got better?,becomes,received,had,had become,Listening 1-Task 2,Match t
12、he following ways to survey customers with the corresponding pictures.,doorstep visit2.mail survey3.telephone survey,1.Warming-up,Listening 1-Task 2,Occasionallyad.偶尔;间或,Whiten v.使白;变白,Factor n.因素;要素,think of doing 考虑做,He is a good student except that he isoccasionallycareless.他是个好学生,只是他偶而有些粗心。,Anot
13、her socialfactorof significance iseducation.另一个重要的社会因素是教育。,Thinkofwhat you aredoing.想想你正在干的事情吧。,whitenones teeth使牙齿洁白,Listening 1-Task 2,Listen to a conversation between Rose and a customer and decide whether the following statements are true or false.Then write down the key words to support your an
14、swers.Rose is making an opinion survey on TAF products.2.The customer is in such a hurry that he doesnt finish Roses interview.,False The customer finishes the interviewand gives Rose some valuable feedback.,True Im from the Customer Service Department of TAF.I wonder if youd mind answering a few qu
15、estions about our companys products.,Script,2.Extensive Listening,1.Who influences the customer most as to shopping?A.His parents.B.His friends.C.Nobody.2.What is the advantage of TAF toothpaste compared with Flitz product?A.TAF toothpaste is cheaper.B.TAF toothpaste whitens his teeth.C.TAF toothpas
16、te has a nice packaging.3.Why does the customer occasionally use Flitz product for a change?A.Because Flitz has a pleasant smell.B.Because Flitz makes his teeth comfortable.C.Because Flitz is reasonable in price.,Listening 1-Task 2,Listen to the conversation again and tick()the correct answer to eac
17、h question.,Script,3.Intensive Listening,Listening 1-Task 2,Compare the different meaning of the italicized words in each of the sentences.,4.Language Summary,Watching 1-Task 1,Match the following guests complaints with the clerks responses.,C D B A,1.Warming-up,Watching 1-Task 1,Itchya.使人发痒的,Blotch
18、 n.皮肤上的红斑;疹块,Investigate v.调查;审查,Source n.来源原因;出处,too itchyto endure痒得难熬,Toinvestigate a problem isindeed to solveit.调查就是解决问题。,His confidence was as much asource of Strength as ofdanger.他的信心既是危险的种子,也一样是力量的源泉。,Blotch printing满地印花;底色印花,Watching 1-Task 1,so far 到目前为止,right away 立即,马上,other than 而不是,So
19、far,youre all tied.到现在为止,你们不分胜负。,The truth is quiteother thanwhat you think.事实真相和你想的完全不同。,We are getting busyright away.我们马上就动手干。,Watching 1-Task 1,Gloria is complaining to Rose about her products.Watch the video clip and tick()the correct answer to each question.1.What is Glorias complaint about?A.
20、A customer reported the terrible smell of the product.B.A customer is allergic to the product.C.A customer is not happy with the expensive price of the product.2.What is Roses reaction to Glorias complaint?A.She is angry.B.She is excited.C.She is surprised.,Script,2.Extensive Watching,Watching 1-Tas
21、k 1,3.Intensive Watching,Watch the video clip again and fill in the blanks with proper words.Rose reassures Gloria that their products have passed a rigid 1 before they are 2.As Mannings store has been doing business with TAF for a long time,Gloria has absolute 3 in TAFs inspection work.Rose cannot
22、promise a compensation right away because there may be other 4 causing allergy.She will report the case to the 5 immediately.,inspection,produced,faith,sources,Production Department,Script,Watching 1-Task 1,4.Language Summary,Watching 1-Task 2,Decide which department should be responsible for the fo
23、llowing complaints.,B C D A E,1.Warming-up,Responsibilityn.责任;职责,Interviewer n.主持面试者;采访者,Reaction n.反应;反作用,Individual a.个别的;独特的,Accept fullresponsibilityforones error.对自己的的错误负完全责任。,Publicreactionwillreinforce it.社会反响会进一步增强它的作用。,After the age of about thirty they abandonindividualambition.他们一过三十就放弃了个
24、人的雄心壮志。,Theinterviewerhad driven her intoa corner.面试主持人把她追问得很窘。,Watching 1-Task 2,Watching 1-Task 2,Lightly ad.轻率地;轻轻地,Evidencen.证据;证词,Verify v.证实;核实,keep sb.informed of 把及时通知某人,Such an illegal act should not be treatedlightly.这样的违法行为不可等闲视之。.,We had toverifythe call.我们必须核实一下电话。,Keepmeinformed(of/abo
25、ut what happens).有事随时通知我。,It is a statement inconflict with otherevidence.这一陈述与其他证词不一致。,Watching 1-Task 2,Rose is discussing how to solve the problem with Dave.Watch the video clip and match the names with the related information.,1,3,Script,2,4,2.Extensive Watching,Watching 1-Task 2,Watch the video
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