鳳凰職教第三冊Unit電子

1、名稱項目 Unit 3 課時課時分配基礎(chǔ)課 May I Help You?6 1,2Warming-up，listening and speaking 3,4，5Reading and writing課型New特點 6，7，8Real life skills 授課班級地點5號樓教學(xué)目標(biāo)能力（技能）目標(biāo)知識目標(biāo)素質(zhì)目標(biāo)1. To improve Ss ability of getting information through reading & listening.2. To know how to ask questions to know customers needs and under

2、stand the important role of a server.1. To master new words and phrases; to finish exercises. 2. To get the main idea of the whole passage. 1. Try to use proper words and body languages to serve customers efficiently and politely.2. Students will be able to use up-selling techniques.重點難點及解決方法Key poi

3、nts： to get the main idea of the reading passage.全面理解閱讀材料，了解一名服務(wù)人員的重要性并能讀懂信號滿足顧客需求。Difficult point：to use the useful expressions to ask questions at check-in and taking orders.聽懂所聽材料，并掌握在賓館登記入住時和餐館時常用的提問句式。教學(xué)策略與方法根據(jù)銷售類服務(wù)人員常見的服務(wù)內(nèi)容，創(chuàng)設(shè)生動的職業(yè)情景，巧妙設(shè)置思維活動，讓學(xué)生通過思考，組織語言，融入技巧，開拓思維，舉一反三的運用一定的方法實現(xiàn)優(yōu)質(zhì)服務(wù)。教學(xué)資料及教學(xué)準(zhǔn)備

4、 Exercise book and students books Test papers Some example sentences板書設(shè)計Unit ThreeNew words and expressions: language points: 教學(xué)后記本單元以接待顧客崗位的人員工作態(tài)度、服務(wù)質(zhì)量為切入點，以賓館前臺接待、餐館點餐為主要職業(yè)情景，讓學(xué)生了解提供優(yōu)質(zhì)服務(wù)，不僅需要出色的專業(yè)知識，更需要嫻熟的人際溝通技巧，察言觀色的技巧、以顧客為中心的宗旨。教學(xué)過程教學(xué)程序與內(nèi)容教師活動-導(dǎo)學(xué)生活動-演設(shè)計意圖 Unit Three 第一課時(前臺接待) Warming-up ,Listen

5、ing& Speaking A Step One: Warm-upActivity1: Some people are talking about the service theyve received. Have they received good or bad service? Write G for good or B for bad in the blanks.Activity2：Discuss ingroups: What should be done to improve the bad service mentioned above? Step Two:Listening&Sp

6、eaking AActivity1: Listen to the conversation and tick() where it happens. Activity2：Intensive ListeningListen again. Then. underline the questions asked by the hotel clerk. Questions Asked at Check-inDo you have a reservation?How long will you be staying?Do you prefer a smoking or non-smoking room?

7、Will you be paying by cash or credit card?Could you fill out this registration form, please?Possible ResponsesYes, the name is Joe Smith.Ill be checking out on Friday.Non-smoking, if you please.Credit card, if you accept Visa.Do you need to see my passport.Activity 3：Suppose you work at the front de

8、sk of a hotel. Ask proper questions to get the following information.Activity 4: Complete the conversation and then role-play it with your partner.Step Three: Summary Useful Expressions about questions asked at checked-in.Step Four: HomeworkAs a hotel cleark, know how to ask questions at check-in.No

9、tes:Clerk kl:k n. 旅館服務(wù)臺接待員；職員Coupon ku:pn n. （購物的）贈券，優(yōu)惠券Check in 登記入住Ill ring the hotel. Ill tell them well check in tomorrow. 我來給旅館打電話，通知他們我們明天入住。Check out 結(jié)賬離開，結(jié)賬退房They packed and checked out of the hotel.他們收拾好東西，辦理了退房手續(xù)。I was disappointed to miss Bryan, who had just checked out. 我非常失望沒有見著布賴恩，他剛退房

10、走了。Reservation rezven n.預(yù)定，預(yù)約He went to the desk to make a reservation. 他到服務(wù)臺進行了預(yù)訂。Do you have a reservation?你有預(yù)定嗎？manage mnd vt. 管理，經(jīng)營Mr. Smith manages a large department store.史密斯先生經(jīng)營一家大型百貨公司。manage to do sth經(jīng)過努力克服困難，設(shè)法做成某事Given a chance, I will manage to do the work well.如果給我機會，我會設(shè)法做好這項工作。學(xué)生自主進行信

11、息判斷。分組討論，派代表向全班匯報。聽錄音，關(guān)注工作流程中的關(guān)鍵詞來獲取答案。學(xué)生聽并畫線找出賓館接待員提出的問題，同時模仿其語音語調(diào)。鼓勵學(xué)生從已學(xué)對話中找出符合的問句，在此基礎(chǔ)上，讓學(xué)生自行編寫問句進行擴充。了解好的服務(wù)和不好的服務(wù)，形成優(yōu)質(zhì)服務(wù)的態(tài)度。進一步幫助學(xué)生進入到顧客接待情境，引導(dǎo)學(xué)生思考在顧客接待過程中如何改善服務(wù)質(zhì)量。辨析對話中人物所在的場所。掌握常見的賓館前臺接待對話，同時模仿語音語調(diào)。鞏固學(xué)生在活動2中所學(xué)到的顧客接待用語與賓館前臺接待登記入住時的顧客信息收集；同時，為活動4的模擬真實情境中的恰當(dāng)運用做準(zhǔn)備。復(fù)習(xí)鞏固賓館前臺接待對話，并能夠進行簡單的日常對話。Unit T

12、hree 第二課時(在餐館)Listening & Speaking BListening and Speaking BStep One: ReviewReview some useful expressions about questions asked at check-in.Step Two: ListeningActivity1：Look at the picture. What did the customer order? Tick () from the list.Activity 2：Extensive listeningListen to the conversation a

13、nd circle the correct answers.Activity 3：Intensive Listening Listen again and complete the order sheet for the waitress.Step Three: ArrangementArrange the sentence below to make a conversation between a customer and a waiter in a coffee shop.Waiter: Are you ready to order, sir?Customer: Yes, please.

14、 Id like a cup of coffee.Waiter: Cream and sugar?Customer: Just blacks fine.Waiter: Anything else, sir?Customer: And a piece of toast.Waiter: Certainly, sir. Coming right up.Customer: Thank you.Step Four: Role-playRead the menu. Then work with your partner to turns to order and take the order.Step F

15、ive: HomeworkTry to remember the new words and expressions.Notes:Care for想要；喜歡Would you care for something to drink ?你想要喝點什么嗎？She doesnt care for that color.她不喜歡哪種顏色。Ask & Answer觀察圖片，判斷客人點的實物名稱，做出正確選擇。初聽再聽學(xué)生積極思考，將餐館點餐句子的順序重排。 角色扮演掌握重點單詞用法，做好課后復(fù)習(xí)。轉(zhuǎn)換場景，進入“餐館”這個職業(yè)情景，迅速進入waiter這個角色。通過聽去實現(xiàn)篩選信息。訓(xùn)練學(xué)生熟悉工作流程

16、中要用的問答，為下一個綜合對話活動做句子準(zhǔn)備。理解并掌握重點單詞的讀音，詞義及其用法。Unit Three 第三、四課時（一名服務(wù)人員的重要性）ReadingReadingHow Important Are You?Step1: SkimmingRead the passage and find what “your” job is.Answer: “You” are a worker whose main job is to deal with customers.From: You will realize that dealing with customers is a major pa

17、rt of your job.Step2: Scanning1Read the passage again to get the main idea. of the first two paragraphs.a. “You” play an important role in the success of a business.b. “You” should work hard to run a successful business.c. Dealing with customers is only part of “your” job.Step3: Scanning2Read the pa

18、ssage again to find the two examples on how to make customers feel important. Give the customer your full attention. Look at the customer in the eye.Step4: ApplicationLook at the pictures below and read the “signs” the customers give. The man is in a hurry.What should the waiter do?Suggest him some

19、foods that can be served in a short time. The woman thinks the dishes are too expensive.What should the waiter do?Suggest her some nice meals that are not too expensive.Step5: Summary 1. Language points 2. The important role of a serverStep6: HomeworkTry to remember the words and expressions learned

20、 in class and master the usage of them.Notes:1, avoid vt. 避免avoid something避免某事avoid somebody避免某人avoid doing something 避免做某事The pilots had to take emergency action to avoid a disaster. 飛行員不得不采取緊急措施避免災(zāi)難的發(fā)生。She felt that her friends tried to avoid meeting her purposely.她感覺到她的朋友在故意躲著她。2. in addition 另外

21、in addition 副詞，位于句尾時，相當(dāng)于as well；in addition to 復(fù)合介詞，“除之外”，相當(dāng)于as well as和besides, 后接名詞，代詞、動名詞。In addition to lending me his camera, he taught me how to use it.除了把相機借給我，他還教我如何去使用它。當(dāng)主語后跟有in addition to 引導(dǎo)的短語時， 謂語動詞仍與其前的主語保持一致。The teacher, in addition to his students, is interested in the film.老師和他的學(xué)生都對

22、這部電影感興趣?？焖匍喿x任務(wù)閱讀1（段落1和2）任務(wù)閱讀2（段落3和4）看圖, 分析顧客心理,找出顧客的”需要”,提供合適的服務(wù).Practice & try to remember the key points.通過快速瀏覽課文，找出作為服務(wù)人員的“”。閱讀問題和選項，運用針對問題找出答案的閱讀策略，進行閱讀，完成閱讀任務(wù)。通過閱讀后兩段，讓學(xué)生使用查找的方法，提高閱讀技巧，完成閱讀任務(wù)。讓學(xué)生靈活使用所學(xué)句型;讓學(xué)生靈活使用服務(wù)技巧,努力提供優(yōu)質(zhì)服務(wù).及時復(fù)習(xí)鞏固，注意查漏補缺。除掌握英語各個語言知識點的一般規(guī)律之外，還需要注意英語各個語言知識點的特殊規(guī)律。Unit Three第五課時（填

23、送貨單）WritingWritingStep1：RevisionReview the passage How Important Are You?.Step2：ReadingRead the phone conversation below and underline the key information the clerk shouldnt miss.A pizzaDeliveryMy name is Angela Smith. My address is number two Front Street.A large pizza with mushrooms, olives and ex

24、tra cheese.Step3：Role-playUse the menu on page38 to role play a conversation between a customer and a take-out clerk. The clerk needs to complete the form for delivery as shown below.Step4：SummaryHow to fill out a form for delivery.Step5：HomeworkReview what have been learned in the unit.復(fù)習(xí)閱讀部分課文閱讀角色

25、扮演&填寫送貨單通過快速閱讀的查找技巧，莪讓學(xué)生在對話中敏感的抓住重要信息，為下一個環(huán)節(jié)的寫作做好準(zhǔn)備。依據(jù)送貨單的項目，編寫并在模擬真實職業(yè)場景中進行顧客和職員之間的對話。Unit Three第六課時（提升銷售）Real Life SkillsReal Life SkillsStep1: Lead-inSuppose you work at a supermarket. Read the poster and choose the appropriate description from the box for each one.Answer: a. clearanceb. regular-

26、priced merchandisec. coupond. special promotione. saleStep2: Match upLook at some customers shopping carts and up-sell another product to each of them. Be sure your offer is relevant to what theyve bought. Step3: ReadingRead the conversation below. How many times did the waiter try to up-sell? Mark them in the conversation. Would you like to upgrade to a medium one? Would you like cheese with that? Would you like to add a donut to go with that?Step4: Discussion Did the waiter above make a successful up-selling?Further ReadingStep1: Pre-reading Do you know