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Unit Seven complaints Teaching aims ：
1.practice the students’ listening ability 2.practice the students speaking ability 3.let the students know the produces of solving complaints and can use some useful sentences.Teaching focus: 1.the procedures of solving complaints 2.some useful sentences Teaching difficult
*how to solve the guests’ complains.Capacity-building methods Reading and speaking.Role play Teaching claesFirst 2claes Teaching procedures The first 2 claes step1
.learn the reading materials
How To Deal With Complaints Step2 reading the materials Step3 translate the materials 1.lend an ear to sb/sth = listen patiently and sympathetically 耐心而同情的听某人讲话
2.attentive to sb/sth.=give attentive to sb/sth.An attentive audience A good hoste is always attentive to the needs of her guests.好客的女主人能随时留心客人的需要。hear sb out =listen until sb has finished saying what he wants to say 把某人要讲的话听完
I know you don’t believe me, but please hear me out.我知道你不相信我，不过请听我把话讲完。
4.jot down= make a quick, short, written note of sth 匆匆记下
I’ll just jot down their phone number before I forget it.5.put oneself in sb’s shoes = imagine oneself to be in sb else’s position.设想某人的地位或处境
I wouldn’t like to be in your shoes if they find out what you are doing.要是人家发现了你在干这件事，我可不愿设想你有多倒霉。
6.correction= correcting 改正，纠正，make sth right
Remedy = removing sth undesirable.矫正，纠正 7.superior = person of higher rank 长官，上级 Step4 the key point you should keep in mind 1.positive attitude
(be polite and helpful.)be nice to the guests 2.hear the guests, not interrupt unle neceary.3.write down what the guests complaint if neceary.4.make a short apology 5.expre your understanding and sympathy with him 6.take actions to remove the complaints.The second 2 claes Step 1 read the dialogue Step 2 ask sb.To translate some sentences Step 3 useful sentences 1.expre your thanks Thank you for your telling about that.Thank you for your telling us about that 2.listen carefully Oh.Yes.I see.I know.Oh, my god.3.make apology I’m sorry to hear that, madam.I’m sorry.I’m awfully sorry for my carelene.I’m very sorry for the inconvenience caused.We are terribly sorry for all me.4 calm the guests and.expre your understanding and sympathy with guests Please relax.If you calm yourself, I’ll try my best to help you.I understand how you feel, and we’ll try my best to help you.5.make polite, patient and detailed explanations I’m afraid you have misunderstand what I said.It is the policy of my hotel, I hope you will understand.You see, the hotel has just opened and the links haven’t been worked out yet.You know your room is at the central part of the corridor.There are so many paing guests.It’s agsinst my regulations.Because of the repairing of the electric system 6.taking actions to satisfied guests I’ll speak to the person in charge and ask him to take care of this problem.Just a moment, sir.I’ll have to get the manager.I’ll take care of it according to your requests.I’ll look into the matter at once.I’ll solve the problem for you as soon as poible.I’ll have the shower fixed, the tub cleaned, and the toilet items sent up to your room.If your like, I can find another room in a nearby hotel.The 3 claes Step 1 read the dialogue Step 2 ask sb.to translate some sentences Step 3 exercises
1.writing
Dealing with the complaints is difficult and complicated.But I …… 2.role play
After a day’s sight-seeing, you are very tired, buy when you come back to your room, you find the sir conditioner can’t work well.So you call to the front desk.You wait and wait, there is nobody here.You are so angry and rush into the manager’s office.Make a dialogue between you and the manager.Teaching feelings:
1.read the dialogues more times.2.Ask more groups to role play in cla.rd 4
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