高教社新國規(guī)中職英語教材《英語服務(wù)類職業(yè)模塊》服務(wù)類-U5

Dealingwith

EmergenciesUnit5英語服務(wù)類職業(yè)模塊understandthetalksaboutemergenciestalkaboutofferingmedicalhelpreadaboutdealingwithemergencieswriteanincidentreportimprovetheabilitiestodealwithworkplaceemergenciesLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking03ReadingandWriting04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment01WarmingUp看圖片，補全句子。Lookandcomplete.emergencyroomLostandFoundkitchenelevatorfirst-aidcenterhotelroom1Aladyhaslostherhandbag,sosheislookingforhelpatthe

.2Ahotelguestisill,sosheislyinginthe

.

andwaitingforhelp.3Amanisbadlyhurtinanaccident.Thenurseisdressinghiswoundinthe

.LostandFound

hotelroomemergencyroom看圖片，補全句子。Lookandcomplete.4The

inthehotelisnotworkingproperly,sothepeoplearepressingtheemergencybutton.5The

intherestaurantisonfire,sotheserveriscalling911.6Atouristhasaheartattack,sotheguideiscallingthe

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.elevatorkitchenfirst-aidcenteremergencyroomLostandFoundkitchenelevatorfirst-aidcenterhotelroom02ListeningandSpeakingListenandtick.聽錄音，勾選出聽到的物品。Guest1Guest2Guest3carkeyhandbagpassportticketwalletmoneypursebookcomputersmartphoneiPadcamera錄音原文Script1.A:WhatcanIdoforyou,sir?

B:Ilostthekeytomycarjustnow.2.A:Mypurseismissing.

B:Don’tworry,miss.Doyouhaveanythingimportantinit?3.A:Mysmartphoneislost.

B:Couldyoutellmesomethingaboutit?聽對話，排序并復(fù)述。Listen,numberandretell.Emilyworksattheservicecenterinahotel.Shereceivedanemergencycallatnight.()A.Emilysuggestedgettingmedicalhelpfirst.()B.ThehousekeeperbroughtMr.Greenaglassofwater.()C.Emilycalledinadoctorandaskedahousekeepertosendathermometeranda

blankettotheroom.()D.Thedoctorarrivedafewminuteslater.()E.Mr.GreeninRoom1012hadabadstomachacheandaskedforsomemedicine.13245TakingCareofaSickGuest(1/2)聽對話，排序并復(fù)述。Listen,numberandretell.(Aguestisillinahotelroom.)Emily:

Goodevening,servicecenter.HowcanIhelpyou?Mr.Green:Ihaveabadstomachache.

Emily:ShallIcallforadoctor?Mr.Green:Ijustwantsomemedicineforit.

Emily:Isuggestgettingmedicalhelpfirst,andthenfollowingthedoctor’sadvice.Mr.Green:OK,you’reright.Pleasecalladoctorforme.Emily:Yes,sir.MayIhaveyourroomnumber,please?Mr.Green:Room1012.

Emily:IsthereanythingelseIcandoforyoubeforethedoctor’sarrival?Mr.Green:Ineedathermometerandonemoreblanket.IthinkImighthaveafever.Emily:Certainly,sir.Justamoment.TakingCareofaSickGuest(2/2)聽對話，排序并復(fù)述。Listen,numberandretell.(Amomentlater...)Anna:Housekeeping,mayIcomein?Mr.Green:Yes,please.Anna:Goodevening,sir!Howareyoufeeling?Hereisablanketandathermometer.Mr.Green:Thankyou.Canyoubringmeaglassofwater?Anna:Sure.Hereyouare.Don’tworrytoomuch.Thedoctorisontheway.Mr.Green:Oh,mystomachiskillingme!Ifeellikevomiting.(Aknockatthedoor...)Anna:Itmustbethedoctor.根據(jù)所給信息，與同伴表演對話。Actandpractice.cold/headachecoldmedicine/painkillerNo,thanks.Themedicinewilldothejob/OK,callinadoctorforme,pleaseA:Servicecenter.HowcanIhelpyou?B:I’vegotabad

.A:ShallIcallforadoctor?B:Ijustwantsome

.A:Isuggestgettingmedicalhelpfirst,andthenfollowingthedoctor’sadvice.B:

.A:Allright,mayIhaveyourroomnumber,please?B:Room1210.03ReadingandWriting看圖片，匹配處理緊急事件的方法。Lookandmatch.ABCDE()Getaband-aid.()Callinadoctor.()GototheLostandFound.()Runtothesafetyexitquickly.()Reporttothepolice.ECABD讀文章，補全小標題。Readandcomplete.KeepyourcustomersinformedRemaincalmAskforimmidiatehelpCreateincidentreportsafterwardsLearnemergencyplansMakeaquickresponseGivesuggestionsABCDEFEmergencieshappenquiteofteninserviceindustries:loss,theft,fire,foodpoisoning,accidents,complaints,etc.Itisimportanttodealwithemergenciesefficientlybecauseithelpstokeepagoodcompanyimage.1)

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Anemergencyplanofyourworkplaceisquiteimportant,soyoushouldacceptsometrainingandbefamiliarwithit.Whentheunexpectedoccurs,yourabilitytodealwithitcouldmeanalotforthosearoundyou,evenmeanthedifferencebetweenlifeanddeath.DealingwithEmergenciesEG讀文章，補全小標題。Readandcomplete.KeepyourcustomersinformedRemaincalmAskforimmidiatehelpCreateincidentreportsafterwardsLearnemergencyplansMakeaquickresponseGivesuggestionsABCDEF2)

.

Althoughemergenciesrequirerapidactions,themostimportantfactoristokeepcalm.Youneedtolookintothesituationtoseewhatneedstobedonebeforeacting.Reassureyourselfthatyoucanhandlethesituation.3)

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Makeclearwhattheemergencyorthreatis.Ifyoucanhelp,doitatonce.Sometimesthereisnothingyoucando,reporttotheemergencyserviceassoonaspossible.Aquickresponsewillsatisfycustomers.DealingwithEmergenciesBGF讀文章，補全小標題。Readandcomplete.KeepyourcustomersinformedRemaincalmAskforimmidiatehelpCreateincidentreportsafterwardsLearnemergencyplansMakeaquickresponseGivesuggestionsABCDEF4)

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Listentothecustomer’sopinionscarefully,apologizeandcalmlyexplaintheproblemandwhatactionsarebeingtakentofindasolution.Keepyourcustomerswell-informedabouttheprogressandletthemknowhowlongitwilltaketofindasolution.5)

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Ifanemergencyoccursinyourworkplace,writeanincidentreport.Investigatewhathappened,whowasinvolved,howtheaccidentmighthavebeenprevented,andgivesomesuggestions.Suchanincidentreportwilldevelopawarenessandactasaneffectivewaytopreventfutureaccidents.DealingwithEmergenciesAGDReadandjudge.再讀文章，判斷正誤。1)Handlingemergenciesefficientlycanhelpkeepagoodcompanyimage.2)It’snecessarytoacceptsomeemergencytraininginyourworkplace.5)Youcangivesuggestionsonemergencypreventioninanincidentreport.4)Explaintheproblemtoyourcustomersonlyafteryouhavefoundasolution.3)Trytodealwithallemergenciesbyyourselfasquicklyaspossible.Discussandanswer.與同伴討論，回答問題。1)Isitnecessarytolearntheemergencyplanintheworkplace?Whyorwhynot?Itisnecessarytolearntheemergencyplan.Emergencieshappenquiteofteninserviceindustries.Bylearningtheemergencyplan,Iwillbeclearaboutwhatemergenciesarelikelytooccurintheworkplaceandwhatmeasurescanbetakentopreventthem,andIwillalsobeclearaboutwhatIcandoduringanemergencytoprotectmyselfandpeoplearoundme.Discussandanswer.2)Whatwillyoudowhenanemergencyoccursintheworkplace?IwilltrytokeepcalmandseewhatIcando.IfIcanhandlethesituation,Iwilltrymybesttosolvetheproblemasquicklyaspossible.IfIcan’tdealwiththeemergencybymyself,Iwillcalltheemergencycenter.Iwillapologizetomycustomersandtellthemwhatactionsarebeingtakentosolvetheproblem.Iwillalsokeepthemawayfromthedangeroussituations.與同伴討論，回答問題。根據(jù)所給信息，填寫緊急事件處理報告。Thinkandwrite.Lily:Goodafternoon,reception,howcanIhelpyou?Guest:ThisisTonyBrownfromRoom303.Isthereanydoctorinthe

hotelnow?Lily:I’mafraidnot.Butwecancallonequicklyinanemergency.

Areyoufeelingwell?Guest:It’smywifeHelen.Shehasaverybadpaininherchest.Her

breathingisweak.Itlooksasifshe’shadaheartattack.

Lily:Iamsendingmedicalstaffrightnowandcallingadoctor

immediately.Iwillaskanambulancetobereadytoo.Tip緊急事件處理報告有助于管理者了解事件經(jīng)過，采取有效應(yīng)對措施以及做好事故處理預(yù)案。報告的具體內(nèi)容主要包括報告人、具體事件及其發(fā)生的時間、地點、原因、簡單經(jīng)過和處理方法。有的報告還會提出一些關(guān)于如何避免類似事故再次發(fā)生的建議。根據(jù)所給信息，填寫緊急事件處理報告。Thinkandwrite.IncidentReportDateofOccurrenceFebruary10,2020Time3:00p.m.Reportedby

。Department

。

ExactLocationRoom

,theRoseHotelPhone23892202TheIncidentMrs.HelenBrownhadabadpaininher

.She’sprobablyhada

.MeasuresTaken

.

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.LilyReception303chestheartattackSendmedicalstafftotheroomatonce.Calladoctorimmediately.Askanambulancetobeready.04CultureNotesCultureNotes有些國家會區(qū)分各類專屬電話，還有些國家則使用統(tǒng)一協(xié)調(diào)電話。在中國，有多種緊急救援電話：報警電話110；火警電話119；醫(yī)療救護電話120。英國官方的緊急救援電話是999，除了接受報警、火警、急救3種情況外，還能接通海岸警衛(wèi)隊的應(yīng)急控制中心。911是美國的報警電話，人們遇到各類緊急事件都可撥打911報警。112是全球通用的國際緊急求救電話，全球各地手機也都可以免費撥打。05LanguagePractice聽錄音，選擇答案。Listenandchoose.2）Whatwasmissing?1）Wheredidthedialoguetakeplace?4）Whofoundit?3）Wherewasitfound?錄音原文ScriptGuest:Excuseme,mywatchwasmissing.Ican’tfinditinmyroom.Manager:I’msorrytohearthat.Wouldyoumindtellingmewhathappened?Guest:Thismorning,Iputmywatchonthedeskandtookabath.ButnowIcan’tfindit.Manager:Didyougoanywhereelseafterthebath?Guest:Yes,Idrankcoffeewithafriendatthecoffeebar.Manager:I’llsendsomeonetolookforitagaininyourroom.Besides,I’llmakeaphonecalltothecoffeebar.(Afewminuteslater...)Manager:Madam,oneofthewaitersinthecoffeebarfounditunderatable.Guest:Oh,that’sgreat.Thankyouforyourhelp.Speakandpractice.根據(jù)所給信息，與同伴練習對話。Situation1A:Youstayinahotel.Youcan’tfindyournecklaceinyourroom.

Youwenttothebusinesscenterthismorning.Youwillasktheservicecenterforhelp.B:Youareaclerkattheservicecenter.Youwillaskwhathappenedandtrytohelp.Speakandpractice.根據(jù)所給信息，與同伴練習對話。Situation2A:Youstayinahotel.Youcan’tfindyourweddingringinyourroom.Youwenttothegiftshopthismorning.Youwillasktheservicecenterforhelp.B:Youareaclerkattheservicecenter.Youwillaskwhathappenedandtrytohelp.Speakandpractice.根據(jù)所給信息，與同伴練習對話。Situation1Guest:Excuseme,mynecklaceismissing.Ican’tfinditinmyroom.Clerk:I’msorrytohearthat.Didyougoanywhereelse?Guest:Yes.Iwenttothebusinesscenterthismorning.Clerk:I’llsendsomeonetolookforitagaininyourroom.Besides,I’llmakeaphonecalltothebusinesscenter.(Afewminuteslater...)Clerk:Madam,oneofthewaitersinthebusinesscenterhasfounditonatable.Guest:Oh,that’sgreat.Thankyouforyourhelp.Speakandpractice.根據(jù)所給信息，與同伴練習對話。Guest:Excuseme,myweddingringismissing.Ican’tfinditinmyroom.Clerk:I’msorrytohearthat.Didyougoanywhereelse?Guest:Yes.Iwenttothegiftshopthismorning.Clerk:I’llsendsomeonetolookforitagaininyourroom.Besides,I’llmakeaphonecalltothegiftshop.(Afewminuteslater...)Clerk:Madam,oneofthewaitersinthegiftshophasfounditontheshelf.Guest:Oh,that’sgreat.Thankyouforyourhelp.Situation2emergency1)Imadea(n)

callto911whentheroomwasonfire.2)Tellmesomethingin

aboutthepurseyou’velost.3)Arthurwantstoputforwardhishelpful

atameetingtomorrow.4)Weshouldhelpimprovetheenvironmental

ofthelocalpeople.5)Themanagerisdealingwithanunhappycustomer’s

inthelobbyofthehotel.6)Thepolicemanwasonholidaywhenhewasorderedto

theincident.emergencydetailsuggestionawarenessawarenessefficientlysuggestioncomplaintsatisfydetailinvestigateChooseandcomplete.選擇詞語，用適當形式填空。complaintinvestigateReadandjudge.讀有關(guān)處理緊急事件的句子，判斷正誤。()1)youcangetangrywithtroublesomecustomersduringanemergency.()2)youshouldn’ttellyourcustomerswhatyouaredoingbeforefindingasolution.()3)youneedn’tintroduceyourself.Justtakeactiontodealwiththeemergency.()4)youcalltheemergencyserviceandhangupasquicklyaspossible.()5)youshouldcollectyourpersonalthingsbeforeleavingthebuildingonfire.()6)youmustkeepcalmtomakequickresponsesinanemergency.Asaclerk,選擇語句，補全關(guān)于避免活動13中錯誤行為的句子。Chooseandwrite.A.introduceyourself1)Youshouldbepatientandnever

.2)Keepyourcustomerswell-informedabouttheprocess,andletthemknowhowlongitwilltaketo

.3)Beforehandlingtheemergency,don’tforgetto

.4)Don’t

thephoneuntiltheoperator(接線員)saysso.5)Assoonasyouhearthefirealarm,leaveyourbuildingimmediatelywithout

.B.getangrywithtroublesomecustomersC.collectingpersonalthingsD.findasolutionE.hangupBDAEC06ProblemSolvingSituationYouworkathousekeepingdepartmentofahotel.Aguestcalledatnight,“I’mPeterBrownfromRoom1016.I’mhavingaterribleheadacheandfeellikevomiting(嘔吐).”Youandyourworkmatewenttotheroomimmediatelyanddealtwiththeemergencyinaproperway.Nowworkwithyourpartnerandwriteabouthowyoudealtwithit.ProblemSolvingProblemSolving1)We

andsawwhatwecoulddotohelp.2)Welookedintothesituationand

.3