“十二五”職業教育國家規劃教材旅游情景英語課件制作：蔡慧（第二版）

旅游情景英語Unit9-1HandlingComplaints

旅游情景英語ContentsWarmingUp

LanguageFocusPracticeExtending

ConclusionPre-classWorkHomeworkUnit9-1

旅游情景英語Pre-classworkHowtodealwithguestcomplaintsduringthetrip?Whatarethetypesofcomplaints?Unit9-1

旅游情景英語Varioussituationsthatguestsmaycomplainaboutduringthejourneylostitems,suddenillness,roomequipmentfailure,accommodationnoise,cateringcomplains,travelchanges,children’sticketreplacement,injuryandfall,terribleweather,trafficaccident,etc.Unit9-1UsefulExpressionswhenyouhandlecomplaintsThestudentsshouldknowtheprocedureofhandlingcomplaints:

旅游情景英語Step1AnswerandListentoguests.Step2Apologizeandshowempathy.Step3Reporttothemanagerifnecessary.Step4Offersolutions.Step5Takesomemeasurestomakeupnegligence.Step6Followupandcheckback.Unit9-1Psychologicalneedsofguestcomplaints

旅游情景英語☆Lookingforwardtosolvingtheproblem.☆Yearningtherespect.☆Hopingforcompensation☆VentingyourdissatisfactionUnit9-1

旅游情景英語WarmingUp

Talkaboutthefollowingpictures.Thewordsandphrasesbelowmayhelpyou.

badweathertrafficaccidentUnit9-1

旅游情景英語

accommodationnoisedirtyenvironmentcancellationofpartofitinerarylostcertificateUnit9-1

旅游情景英語LanguageFocusWordsandPhrasesSituationalConversationsUnit9-1

旅游情景英語WordsandExpressionshandle/?h?ndl/vt.處理，管理complaint/k?m?ple?nt/n.抱怨，投訴handlingcomplaint處理投訴transportation/?tr?nsp???te??n/n.運輸accommodation/??k?m??de??n/n.住處entertainment/?ent??te?nm?nt/n.消遣，娛樂Unit9-1

旅游情景英語lobby/'l?b?/n.門廳，大廳；休息室explain/?k'sple?n/vt.&vi.講解，解釋delay/d?'le?/n.延遲，拖延；vt.延期，耽擱；vi.延緩delayedflight航班延誤happen/'h?p?n/vi.發生；碰巧；出現matter/'m?t?(r)/n.事件；（討論、考慮等的）問題Unit9-1

旅游情景英語reception/r?'sep?n/n.接待;歡迎receptiondesk接待處staff/stɑ:f/n.職員，員工due/dju:/adj.由于dueto由于，因為traffic/'tr?f?k/n.交通control/k?n'tr??l/vt.控制;管理;限制trafficcontrol空中管制Unit9-1

旅游情景英語arrive/?'ra?v/vi.

到達arrivein抵達，到達within[/w?'e?n/adv.

在內；prep

.

在…內awfully/'?:fli/adv.

極度地around[?'ra?nd/adv.大約，四處，在周圍；

prep.圍繞；

在附近lookaround四周看看gather/'g?e?(r)/vt.收集;整理Unit9-1

旅游情景英語SituationalConversation

Conversation1Unit9-1

旅游情景英語Scene

descriptionIntheairportlobby,atourguideMissZhao(A)isexplainingtoMrs.Taylor(B)aboutthedelayedflight.

Conversation1ExplainingtoaGuestabouttheDelayedFlightUnit9-1

旅游情景英語

B:MissZhao,Wehavetheticketsforthe9:00flighttoGuilin.Butit’s9:00.What’shappened?A:I’mafraidtheflighthasbeendelayed.Mrs.Taylor.

B:really?What’smatter?

A:I’mnotsure,butIwillaskthereceptiondeskforit.(Tenminuteslater)A:Mrs.Taylor.Thestaffheretoldmethattheflighthadbeendelayedduetotheairtrafficcontrol.Unit9-1

旅游情景英語B:Oh,it’sterrible.Didtheysaywhentheflightwillarrivein?A:Withintwohours.B:Oh,that’sapieceofbadnews.A:I’mawfullysorry.Butwhydon’tyoulookaroundtheshopsorgatheryourbaggage?B:Mm.Thatisagoodidea.Ijustwanttohavealookaroundthere.A:OK.Unit9-1

旅游情景英語1.I’mafraidtheflighthasbeendelayed.恐怕航班延誤了。注：游客辦理登機手續之后持有登機牌和護照順利通過安檢，在候機樓準備登機。起飛時間過后，還沒有通知登機，導游應該通知游客航班由于某種原因而延誤。2.Iwillaskthereceptiondeskforit.我馬上到接待處問問。注：對于游客提出飛機延誤的質疑，導游事先就應該問清緣由，并及時安撫游客，而不要等待游客詢問時再去了解情況。Notes:

Unit9-1

旅游情景英語3.Thestaffheretoldmethattheflighthadbeendelayedduetotheairtrafficcontrol.這里的工作人員告訴我由于空中管制而導致的航班延誤。注：飛機延誤有多種原因，惡劣天氣、機械故障、飛機維修、空中管制、突發狀況等。4.Whydon’tyoulookaroundtheshopsorgatheryourbaggage?為什么你們不到商店逛逛或者整理一下行李？注：遇到不可抗因素而導致的飛機延誤，導游應該及時地解釋并提出合理的建議，盡量減少飛機延誤給游客帶來的不便。Notes:

Unit9-1

旅游情景英語UsefulExpressions:1.Wehavetheticketsforthe9:00flighttoGuilin.我們是9:00飛往桂林的航班。2.I’mafraidtheflighthasbeendelayed.恐怕航班延誤了。3.Iwillaskthereceptiondeskforit.我馬上到接待處問問。4.Theflighthadbeendelayedduetotheairtrafficcontrol.航班由于空中管制而延誤。5.Whydon’tyoulookaroundtheshopsorgatheryourbaggage?為什么您們不到商店逛逛或者整理一下行李？Unit9-1

旅游情景英語

Role-playActouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivensentencepatterns.PracticeTaskOne:Unit9-1

旅游情景英語Mr.White,atourist,isnowcomplainingaboutthedelayedflighttothetourguideattheairport.ScenedescriptionUnit9-1

旅游情景英語

CompletethefollowingdialoguesinEnglish.TaskTwo：

Ⅰ.A:thetourguide,Mr.Sun.B:atourist,Mrs.Brown.B:Excuseme,Mr.SunIhavebeenwaitinghereforanhour.Our

flightshouldbearrivedhalfanhourago.A:Yes._________1_________(我們是11:20飛往西安的機票).B:What’sup?A:_____________2________________(恐怕航班延誤了).B:Why?A:Waitamoment._______3_______（我馬上到接待處問問）.Unit9-1

旅游情景英語Unit9-1B:OK.A:Thestaffheretoldmethat____________4_______________（由于空中管制而導致的航班延誤）.B:Oh,it’sterrible.Whenexactlywilltheflightarrivein?A:I’mafraidabouttwohours.

So__________________5________________(為什么你們不到商店逛逛或者整理一下行李)？B:IsupposeIhaveto.A:Pleasepayattentiontotheannouncement.B:Noproblem.

旅游情景英語Unit9-1Ⅱ.A:thetourguide,MissZhouB:thetourist,Mrs.WilsonA:Excuseme.___________1_____________(餐怎么樣)？B:MissZhou.Ineedtotalkwithyou.A:What’smatter?Mrs.Wilson.B:Thedishiscoldandthisglassisbroken.A:I’mterriblysorry.I’llbringyouanewone.Aboutdish,_________________2___________________

(我去問問服務員。請稍等一會).

旅游情景英語Unit9-1B:OK.A:Mrs.Wilson,wouldyoulikeitcookedalittlemore?

Or_______3________(馬上為您換另外一個菜)？B:ThatisOK.Iwouldlikeitcookedagain.A:Thanks.Youaresokind._________4___________

(還有別的需要嗎)？B:It’sOK.

旅游情景英語Discussion:Discussthefollowingquestionsandwriteyouranswers.Extending1.Howshouldtourguidesdealwithguests’complaintsthatthedishesareslow?Unit9-1

旅游情景英語Discussion:Discussthefollowingquestionsandwriteyouranswers.Extending

2.Howshouldtourguidesdealwithguests’complaintsthatthetablewareiswornout?Unit9-1

旅游情景英語ConclusionwordsUsefulExpressionsforflightdelaycomplaints

LanguagepointsinTasksHowtodealwithcomplaintsaboutfood

HandlingComplaints9-1Unit9-1

旅游情景英語HomeworkExercisesⅠ.

True(T)orFalse(F)()1.Thefirstofthehandlingwithcomplainsistosmilewithguest.()2.Thedirtyenvironmentproblemsarerestaurant’sproblem.()3.Weshouldkeepcalmwhenwehandlingwiththeguest’s