英語(yǔ)服務(wù)類(lèi)職業(yè)模塊unit 1PPT課件

1、Unit 1Workplace Manners2021/3/91英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersContents英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersUnit GoalsLearners should be able to understand customer requests talk about how to satisfy passenger needs read about proper workplace manners write about offi

2、ce manners英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersLead-inDo you know their workplace? Match. restaurant hospital office shop plane hotelA hotel receptionist works in a _. Flight attendants work on a _.A store cashier works in a _.Waiters and waitresses work in a _.hotelplaneshoprestaurant英

3、語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersLead-inDo you know their workplace? Match. restaurant hospital office shop plane hotelA nurse works in a _.An office clerk works in an _.Chefs work in a_.A salesgirl works in a _.hospitalofficerestaurantshop英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace M

4、annersListening & Speaking英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart I英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersListening 1Listen and number the pictures. ( ) ( ) ( ) ( ) BCD31script42A英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace Mannersscript1. Good morning, Rose Hotel. May I

5、help you?2. Good afternoon, ladies and gentlemen. Welcome aboard.3. Please enjoy your meal.4. Thank you for shopping with us today. 英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersDialogue 1What Can I Do for You?(A salesgirl is serving a customer in a shop politely.)Salesgirl: Good morning, madam.

6、 What can I do for you?Customer: Yes, Im looking for a dress in size 36.Salesgirl: How about this blue one?Customer: The color is nice, but I prefer silver.Salesgirl: Sorry, madam, we dont have the right size in silver. But if you leave your phone number, Ill get in touch with you.(The salesgirl tak

7、es a pen to write.)Customer: OK. Thank you for your help.Salesgirl: You are welcome.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersRole PlayPractice the dialogue by using the pictures below and see if you can say more.handbagnotebook英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart II英語(yǔ)（服務(wù)類(lèi)）

8、（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersListening 2Tick what the passenger needs.coffee magazine pillow water newspaper medicineCola headphones blanket script123英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace Mannersscript1. A: Excuse me. May I have some water, please?B: Yes, sir. Just a moment.2. A:

9、Do you have any English magazines?B: Yes, sir. Ill bring one for you right now.3. A: I feel cold. Can I have a blanket, too?B: Theres a blanket on the seat.A: Oh, sorry. I didnt see it.B: Never mind. If you have other requests later, please press the call button and Ill come.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模

10、塊） UNIT 1Workplace MannersDialogue 2May I Have a Cup of Coffee, Please?(A flight attendant is serving a passenger.)Flight attendant: May I help you, sir?Passenger: Id like something to drink.Flight attendant: Certainly. We have tea, coffee, fruit juice, Cola and water.Passenger: Id like to have a cu

11、p of coffee.Flight attendant: Yes, sir. Ill bring it for you.Passenger: By the way, can I have a pillow and a blanket?Flight attendant: Of course. Passenger: Thanks.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersRole PlayPractice the dialogue by using the pictures below and see if you can say mor

12、e.A: Can I help you, Madam?B: I feel a little _. Can I have some _?A: Yes, sir. Here you are.B: Thanks. thirsty, tea sick, medicine 英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersWords and Expressions 1welcome /5welkEm/ v. 歡迎aboard /E5bC:d/ adv. 上飛機(jī) (船或車(chē))chef /5Fef/ n. 廚師customer /5kQstEmE/ n. 顧客

13、politely /pE5laItlI/ adv. 禮貌地dress /dres/ n. 服裝；連衣裙；女服size /saIz/ n. 尺碼prefer /prI5f:/ v. 更喜歡Words and Expressions英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersWords and Expressions 2silver /5sIlvE/ n. 銀色touch /tQtF/ n. 接觸pillow /5pIlEu/ n. 枕頭medicine /5medIsn/ n. 藥headphones /5hedfEunz/ n. 耳機(jī)bl

14、anket /5blANkIt/ n. 毯子moment /5mEumEnt/ n. 片刻passenger /5pAsIndVE/ n. 乘客Words and Expressions英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersWords and Expressions 3fruit /fru:t/ n. 水果juice /dVu:s/ n. 汁thirsty /5W:stI/ adj. 口渴get in touch with 與 取得聯(lián)系flight attendant 空中乘務(wù)員by the way 順便說(shuō)一下Words and E

15、xpressions英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersReading & Writing英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersReading英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPre-reading ActivityHave a discussion with your partner and tick the right workplace manners. wear beautiful clo

16、thes greet customers with a smile be friendly to customers follow customers everywhere make phone calls at any time be patient and keep smiling英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersTextGood Manners with Customerserve your customers in a fast, friendly and helpful manner and they will vis

17、it you again. If you are interested in sharing this experience with us, here are some good tips:l Wear clean company-issued clothes and a name tag;l Greet and serve each customer with a smile and make eye contact;l Listen to customers carefully and answer each question patiently;l Deal with complain

18、ts helpfully and efficiently;l Never make any personal phone calls while serving;l Never try to argue with customers;l Say “Thank you for coming.” when customers leave.S英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersWords and Expressions 4workplace /5w:kpleIs/ n. 工作場(chǎng)所manner /5mAnE/ n. 舉止wear /weE

19、/ v. 穿greet /5ri:t/ v. 問(wèn)候friendly /5frendlI/ adj. 友善的follow /5flEu/ v. 跟隨everywhere /5evrIweE/ adv. 到處patient /5peIFEnt/ adj. 有耐心的helpful /5helpfl/ adj. 有幫助的Words and Expressions英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersWords and Expressions 5visit /5vIzIt/ v. 拜訪(fǎng)interested /5IntrIstId/ adj.

20、感興趣的share /FeE/ v. 分享tip /tIp/ n. 提示issue /5Isju:/ v. 分配；發(fā)給contact /5kntAkt/ n. 接觸patiently /5peIFEntlI/ adv. 耐心地deal /di:l/ v. 處理complaint /kEm5pleInt/ n. 投訴Words and Expressions英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersWords and Expressions 6efficiently /I5fIFEntlI/ adv. 高效地personal /5p:sE

21、nl/ adj. 私人的while /waIl/ adv. 當(dāng) 時(shí)候argue /5B:ju:/ v. 爭(zhēng)吵be interested in 對(duì) 感興趣name tag 名稱(chēng)標(biāo)簽share . with 與 分享argue with sb 與某人爭(zhēng)論Words and Expressions英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersMatch and DiscussMatch B with C and then discuss dos and donts in serving customers.Doswearcustomerslist

22、en to a name tagmakecarefullyDontsmakepersonal callsargue witheye contactA B C英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersTrue or FalseTick the correct answers according to what you read in the text.T F 1. Serving customers only in a fast way can make them visit again. 2. Wear company-issued c

23、lothes and a name tag when serving customers. 3. Greet each customer with a smile. 4. Dont make personal phone calls while serving customers. 5. Argue with customers if you feel you are right.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersToday is Lindas first day to work in an office._WritingWri

24、te about Lindas first day at a customer service center. Be sure to use the following words in your writing: company-issued clothes; smile; eye contact; deal with complaint; say good-bye to customers.1234She is working in clean company-issued clothes. She is serving the customer with a smile and keep

25、s eye contact. When she deals with the complaint, she tries to help the customer. She is saying good-bye to the customer when he leaves. 英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersLanguage in UsePart I. Spell英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart I. SpellSpell out the missing

26、words. The first letter of the words is already given.1Betty is a friendlyr_ _ _ _ _ _ _ _ _ _ in a small hotel.2Ann is a happy c_ _ _ and she always smiles.3Tom is making a c_ _ _ _ _ _ _ _ atthe front desk.4Susan always s_ _ _ _s customers with a smile.eceptionist hef omplaint erve 英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)

27、（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart I. SpellSpell out the missing words. The first letter of the words is already given.5Mr White is wearinga n_ _ _ _ _ _on his suit.6The receptionistsg _ _ _ _ the customerwith a smile.7Wed better nota_ _ _ _ with ourworkmates.8The supermarketc_ _ _ _ _ _ isstan

28、ding behindthe desk.ame tagreetrgueashier英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart II. ListenListen and tick the food and drinks they are talking about.roast chickenBeijing Duckfried fishorange juicehot teamineral waterfried ricecoffeenoodlesscript英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workpl

29、ace Mannersscript Passenger: Whats our dinner choice?Flight attendant: We have fried fish and roast chicken. What would you like, sir? Passenger: Roast chicken, please.Flight attendant: Any drinks? Passenger: May I ask what you have?Flight attendant: Orange juice, coffee and mineral water. Passenger

30、: Orange juice, please.Flight attendant: Sure, here you are. Enjoy your meal.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart III. SpeakSpeak out. In pairs, practice the dialogue by using the pictures below. See if you can say more.A: Todays meal is either _ or _. What would you like, sir?B: _

31、, please.A: Here you are.B: Excuse me. I wonder if I can have another portion of _.A: Sure. Enjoy your meal.beef fish noodles fried rice beeffishFishfish英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart IV. ReadRead the statements below and try to match them with the pictures.A passenger would

32、like to have Beijing Duck.2. The passenger feels satisfied because hecan get both chicken and fish.3. Alice is a flight attendant and she worksevery three days.4. Alice explains patiently that they do notserve the duck on the plane.5. Now she is serving meals.ABCDE英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Wo

33、rkplace MannersPart V. WriteWrite out the missing words to complete a story. Alice is a flight _ and she works every three days. Now she is serving meals. They _ fried fish and roast chicken today. However, a passenger asks if he can have Beijing Roast Duck. Alice explains _ to him that they do not

34、serve the duck. The passenger then asks for both chicken and fish, and Alice meets his need immediately. The _ feels happy.attendantserve patientlypassenger英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersProblem Solving英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart 1You are a shop assistan

35、t in a department store. A customer wants to buy a T-shirt for her son. Please help her out. Use the pictures below as a help.Shop assistant: Good afternoon, Madam. _ ? Customer: Yes, Id like to buy a T-shirt for my son.Shop assistant: Oh, I see. Whats his size? Customer: Size M.Shop assistant: How

36、about _? Customer: I dont like the color, and its out of fashion.blackyellowgreenWhat can I do for you the black one 英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart 1You are a shop assistant in a department store. A customer wants to buy a T-shirt for her son. Please help her out. Use the pic

37、tures below as a help.Shop assistant: How about _? Customer: The style is good, but the color is too bright. Oh, that green one looks nice. Do you think so?Shop assistant: Yes, I _. Customer: How much is it?Shop assistant: 75 yuan. Customer: Ill take it. Heres the money.Shop assistant: Thank you _.b

38、lackyellowgreenthe yellow onethink sovery much英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart 1You are a shop assistant in a department store. A customer wants to buy a T-shirt for her son. Please help her out. Use the pictures below as a help.Shop assistant: 下午好，女士。能為您做什么嗎？下午好，女士。能為您做什么嗎？Cus

39、tomer: 我想給我兒子買(mǎi)件我想給我兒子買(mǎi)件T恤。恤。Shop assistant: 知道了，他的尺碼是多少？知道了，他的尺碼是多少？Customer: 中碼。中碼。Shop assistant: 黑色這件怎么樣？黑色這件怎么樣？Customer: 我不喜歡這個(gè)顏色，并且款式也過(guò)時(shí)了。我不喜歡這個(gè)顏色，并且款式也過(guò)時(shí)了。Shop assistant: 那黃色這件呢？那黃色這件呢？Customer: 款式不錯(cuò)，但是顏色太亮了。哦，綠色款式不錯(cuò)，但是顏色太亮了。哦，綠色 這件看起來(lái)很漂亮。你認(rèn)為呢？這件看起來(lái)很漂亮。你認(rèn)為呢？Shop assistant: 是的，我認(rèn)為是。是的，我認(rèn)為是。Cus

40、tomer: 多少錢(qián)？多少錢(qián)？Shop assistant: 75元元Customer: 好，我買(mǎi)下了。拿好錢(qián)。好，我買(mǎi)下了。拿好錢(qián)。Shop assistant: 謝謝謝謝blackyellowgreen英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart 2You are a flight attendant. Passengers on the plane will have many different requests. Try your best to meet their needs politely and patient

41、ly.Conversation 1F: May I help you, sir?P: Id like something to drink.F: Sure! We have _.P: A cup of tea, please.F: _.tea, coffee and fruit juice Yes, sir. Here you are 英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart 2You are a flight attendant. Passengers on the plane will have many differen

42、t requests. Try your best to meet their needs politely and patiently.Conversation 2F: May I help you, sir?P: My headphones dont work well. Could you help me adjust them?F: Of course! Ill _.P: Thanks.have a try英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart 2You are a flight attendant. Passeng

43、ers on the plane will have many different requests. Try your best to meet their needs politely and patiently.Conversation 3F: May I help you, sir?P: I feel a little cold. May I have a blanket?F: Yes, sir. _.P: By the way, Id like a glass of orange juice.F: _.Here you areHere you are英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服

44、務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersCulture Tips 西方人在交流中講究“eye contact”，交談的雙方要注視對(duì)方的雙眼。西方人士認(rèn)為，說(shuō)話(huà)的一方“兩眼直視”表示自己的誠(chéng)意和坦白的胸懷，聽(tīng)話(huà)的一方“兩眼直視”表示了自己對(duì)話(huà)題的興趣和對(duì)于對(duì)方的尊重。但是，交談時(shí)將目光轉(zhuǎn)向地面或天花板，或?qū)⒁暰€(xiàn)停在對(duì)方身體上的任何一個(gè)部位，這些都是對(duì)對(duì)方不禮貌的表現(xiàn)。目光交流(eye contact)英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersCulture Tips 商務(wù)人員或服務(wù)人員一般將自己的工作名牌戴在自己

45、的左胸前。上面印有姓名、照片、所屬部門(mén)、職務(wù)和頭銜等信息。工作名牌工作名牌(name tag)英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersUnit TaskWhat can I do for you?Suppose you are a sales person in a gift shop and helps Amy and Jack to buy some birthday gifts for their friend Ben.Brainstorm with your group members and list out the app

46、ropriate gifts for Ben. 1. A pair of sun glasses, a post card, a notebook, _, _, _, _, _, _, _.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersUnit Task2. In turn, group members serve Amy and Jack in the gift shop.3. Judge which of the group members has shown the best work manners.Things theylook

47、atpriceWould Benlike it?Is it a usefulgift?How much moneydo you have?sunglassespost cardsnotebooks.英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersExtended ActivitiesPart A英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart AListen and put the following sentences in the correct order.1. Greet e

48、very customer with a smile and make eye contact with them.2. Keep our counter clean.3. You should be patient and polite all the time.4. Wear a clean company-issued shirt and a name tag.5. Never argue with customers.6. Never make any personal phone calls while serving customers.413526( ) ( ) ( ) ( )

49、( ) ( )script英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersPart AWorkplace Manners(Mary and Linda are talking about workplace manners.) Mary: Im a little nervous, Linda. I almost forget what to do.Linda: Dont worry. Let me see. You wear a clean company-issued shirt and a name tag. Excellent! Mar

50、y: Thank you. Whats next?Linda: Greet every customer with a smile and make eye contact with them. Mary: Then I may ask them what I can do for them.Linda: Of course. And you should be patient and polite all the time. Mary: Yes, I remember, never argue with customers.Linda: Thats right. Try to keep our counter clean and never make any personal phone calls while serving customers. Oh, someone is coming. Smile!英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊）英語(yǔ)（服務(wù)類(lèi)）（職業(yè)模塊） UNIT 1Workplace MannersRead and decide the good manners in work places. Tick