实用导游英语-课件9

实用导游英语Unit9HandlingComplaintsTourofHongKongHandlethetourists’complaints;Writeareplytothetourists’complaintletter;IntroducesometouristsitesinHongKongtotourists.Havingfinishedlearningthisunit,oneisexpectedtobeableto:LearninggoalsPart1-Warmingup

ListentothefollowingshortpassageandfillintheblankswiththewordsorphrasesyouhaveheardNooneenjoyscomplaining,thoughsomeareinthehabitofcomplaining,foritseldombrings_________feelingstooneself—especiallywhenoneistraveling.Butsometimesthingsdomakeonefeelunhappy.Attherestaurant,themost___________thingsareinefficiency,thestaff’sunfriendlyattitudeanddirtytableware.Whenyouaredealingwith_________,youshouldlistencarefully,bepoliteand,exceptwhenitisabsolutelynecessary,don’tmakeanycommentuntilthetouristhasfinished.Thenmakeashort,clear___________.Afterthat,youshouldrepeatthecomplaints.Thisistomakesurethatyouhavefullyunderstoodtheproblemandthattherearenomisunderstandings.Ifitisnotaseriousone,youcanhandleityourself.Youshouldexplaintothetouristtheactionyouplantotakeandtellhimwhenitwillbedone.Ifyoudecidethatamanagershould____________thecomplaints,youshouldfirstinformhimandthenarrangeameetingbetweenhimandthetourist.

positiveunbearablecomplaintsapologyHandlecondition[kən'dɪʃən]n.状况Shower['ʃaʊə]n.淋浴soap[səʊp]n.肥皂sincerely[sɪn'sɪəlɪ]adv.诚恳地apologize[ə'pɑlədʒaɪz]v.道歉bother['bɒðə]v.麻烦adjacent[ə'dʒeɪsənt]a.邻近的patience['peɪʃəns]n.耐心cause[kɔ:z]v.引起situation[sɪtjʊ'eɪʃən]n.情况putright使恢复正常attendto处理getstuckin陷入了Part2-SituationalDialoguesDialogue1--Complainingaboutthefacilitiesoftheroom(A:localguideB.tourist)A:Youaskedtoseeme,Mr.Hart?B:Icertainlydid.I’mnotatallhappy.A:Whatseemstobetheproblem,Mr.Hart?HowcanIhelpyou?B:Youcanhelpmebygettingmybathroomputright.It’sinaterriblecondition.WhenItriedtheshower,nowatercameoutatall.I’mwonderingwhytheyputmeinsucharoom.Theyshouldhaveknownitsconditionbeforewearrived.A:Iamsorrytohearthat.Theremusthavebeenamistake.I’llhaveitfixedimmediately.B:That’snotall.Thereisnosoap,towersortoiletpaper!A:Isincerely

apologizeforthis,Mr.Hart.I’llattendtoitassoonaspossible.

Listentothedialogue1andpracticeinpair1B:Don’tbother.I’mnothappywiththisroomforsomeotherreasons,too.Look,itisn’tatwinroomasIbooked.Besides,thisroomfacesthestreet,itisrathernoisy.Couldyouhelpmechangeittoaquietroom?A:I’lltry,Mr.Hart.I’lltalktothereceptionist.Well,Mr.Hart,wouldyoumovetotheadjacentroom,thatis618?InthemeantimeI’llhelpyouwithyourluggage.B:Yes,please.Andthankyouforyourpatience.Youarereallyveryhelpful.A:It’smypleasure.Justtrytoletmeknowwheneveryouneedmyhelp.2Listentothedialogue2andpracticeinpairDialogue2--Complainingaboutthetourguide’sbeinglate

(A:localguideB.tourist)(A:localguide;B:tourist)B:Excuseme.Areyouourtourguide?A:Yes,Iam.AreyouMr.HartfromtheUnitedStates?B:Yes.We’vebeenwaitinghereformorethanhalfanhour!Whyareyousolate?A:I’mterriblysorry.Ourbusgotstuckinatrafficjam.B:Youshouldhaveknownthetrafficisheavyinthishour.Whydidn’tyoustartearlier?A:Wedidstartearlierthanusual.Buttherewasanaccidentwhichcausedabigjamandheldusforalmostanhour.B:Allright.Nowlet’snotlettheguestswaitanylonger.A:Right.I’llexplainthesituationtotheguestmyselfonthebus.1.Complainingaboutsomething.a.Myluggageseemstobemissing.b.Waiter,myfoodisalongtimecoming.c.Theservicewasverybad.

2.Apologizinga.I’msorrytohavekeptyouwaiting.b.Weareverysorrytohavecausedyouthistrouble.c.Iamsorrytohearthat.Theremusthavebeenamistake.

UsefulexpressionsforatourguideB:Sir,I’vegotsomethingtocomplain.A:Yes?B:I’mafraid_________________________________________(服务员没有把房间打扫干净)A:I’mverysorry,Madam.______________________________________________________(我给客房部打电话家，马上把您房间打扫干净).B:Thereisdustonthechestofdrawers(衣柜).A:Pleaseletmeapologizeforthis.I’llaskaroomattendanttodustitimmediately.B:Andthereisanotherquestion._________________________________________________.(还有一个问题，卧室的窗户关不上)Oralpractice:CompletetheFollowingDialogueinEnglish.(A:localguide;B:guest)theroomattendantdidnotproperlycleanmyroom.Letmecallthehousekeepingandhaveitdonerightaway.Thewindowofmybedroomwillnotcloseproperly.A:Allright._________________________________________________________________________________(我请酒店的修理工马上给您修好.还有问题吗？)B:Yes.Ithink________________________________________(床单三天没有更换了)A:_____________________________________________________________________________(我和酒店的经理沟通一下,确保这样的事不再发生)。B：________________________(你真好!)A:_______________________________________________________________________(您如果再有什么问题,立即告诉我)B:Well,Ithink___________________________________(我已经投诉够多的了).A:Youarerighttocomplain,Madam.Bytheway,boththeroomattendantandtherepairmenwillberightup.B:Verywell.Thankyouverymuch.A:Youareverywelcome,Madam.I’llasktherepairmanofthehoteltofixitrightaway.Arethereanyotherproblems,Madam?

thelinenhasn’tbeenchangedforthreedays.

Iwilltalktothemanagerofthehotelandmakesurethatthisdoesnothappenagain.That’sverykindofyouPleasedonothesitatetoletmeknowifyouhaveanyfurtherproblems.Ihavecomplainedenoughfortoday.DearSir,MyhusbandandIhaverecentlyreturnedfromoneofyourGoldenGroupholidaysinTunisia(突尼斯).Wechosethisholidayinsteadofmanyothersaswewereassuredbothinthebrochureandbyyouragencystaffthatthisparticularpackagecateredforretiredcoupleslikeourselves.Weunderstoodthatourspeciallyorganizedactivitieswouldberunbymature,friendlyhostesses.However,onarrivalatourdestinationweweremetbyaveryyouthfulrepwhoverycurtly(简略地)toldusthattherewereonlytwootherpeopleonthegoldengrouppackageandthat,asaresult,wecouldjoinintheactivitiesorganizedforothergroupsorlookafterourselves.Sinceourtastesdonotincludehardrock(剧烈摇滚乐)orlate-nightpubcrawls(串酒吧),weaskedtobePart3-ReadingReadthefollowingtourcomplaintletterandthenwriteareply,referringtothestepsfordealingwithcomplaints.ATourComplaintLetter

movedtoanotherhotel.Weweretoldthatifwedidthisitwouldhavetobeatourexpense.Asaresult,wedecidetostaywherewewereandtoorganizeourownentertainment.Nowthatwehavereturnedhome,wefeelobligedtodrawyourattentiontoourdissatisfactionwiththeservicewereceived.Notonlywerewedeceivedbytheinformationinyourbrochurebutwewerenotproperlytreatedbyyourstaffintheresort.Wehopethismatterwillberectifiedtooursatisfactioninthenearfutureandlookforwardtohearingfromyoushortly.

Yoursfaithfully,MaryHartATourComplaintLetterApologizingfortheerrororfaultAcceptingthecomplaintAshortexplanationofthefaultInvestigationtobemadeATourComplaintLetter(forreferenceanswer)DearMrs.Hart,Thankyouforwritingtous.WearesorrytohearthatyouandyourhusbanddidnotenjoyyourrecentGoldenGroupholidayinTunisiaandapologizeifthetourrep’sbehaviorwasinappropriate.Weassureyouthisbehaviorisnotthekindwenormallytolerantandwewillbelookingintothematterfullyandtakinganynecessaryaction.Wewould,however,liketodrawyourattentiontothefactthatallourrepsarehighlytrained,whatevertheirage,andthatwedonotspecify(规定)howoldtheyareinourbrochures.Astothespecialentertainmentpackagethatyourequested,wedoexplaininthebrochurethatthispackageisonlyrunwhenthereareaminimumofeightguestsrequestingitonanyonetour.Asyouyourselfmention,inyourcasetherewereonlyfourpeople,yourselvesandtwoothers.Thereforetherepwasquitecorrecttotellyouthatthiswouldnotbepossibleandthatwewouldbeunabletocovertheexpenseofachangeofhotel.

Asagoodwillgestureweenclosefourvouchers(优惠劵)fordaytripstoParissothatyoucanappreciateournormalhighstandardofserviceforyourselves.

Yourssincerely,CustomerRelationsClerk哈特夫人，

谢谢您的来函。听说您夫妇俩没有尽情享受最近参加的突尼斯黄金团游，我们对此深表遗憾。如果是我方的工作人员行为失当，那我们表示深深歉意。我们无法容忍这种行为。我们将彻底调查此事，必要时采取行动。然而，我们必须指出我方的工作人员无论老少都是受过良好的培训，我们在宣传册中不会详细说明他们的具体年龄。

关于您要求的特殊娱乐活动套餐，我们在宣传册中有说明。这个套餐最低要求是八个人。正如您所提及，您们夫妇俩加另外两位客人，总共只有四个人。所以我方的工作人员才告诉您不可能满足您提出的要求，不能支付您更换宾馆的费用。为表示我们的诚意，我们送您四张巴黎游的优惠券，以便您能享受我们高标准的服务。此致敬礼

Exercise：PutthesecondletterintoChinese.TheHartshavebeenwaitingforhalfanhourattheairport,butthelocalguidehasnotturnedupyet.TheHartsareunhappyandmakeacomplaintagainstthetravelservice.Howdoestheguidehandlethecomplaint?Thelocalguideshould:1)haveanhonestattitudeandberesponsibleforthemistake.2)makeanapologytotheHarts,andsmilekindlywhenshedoesit.3)explainthereasonwhyheorsheislate,andpromisetodohisorherbesttoimprovetheservice.4)Nomatterhowtheyrespond,theguidemustkeepcalmandtreattheguestspatientlyandrespectfully.5)Incaseofaseriouscomplaint,theguideshouldreportthecasetothemanagerorthepersonwhohandlesthecomplaint.HowtoDealwithTourist’sComplaintPart4-CaseStudyTourofHongKongPart5-SkillTrainingPassageA–HongKongDisneylandreclaim[rɪ'kleɪm]v.改造;开拓inimitable[ɪ'nɪmɪtəb(ə)l]a.独特的；无比的accompany[ə'kʌmpənɪ]v.陪伴delicate['delɪkət]a.精美的，雅致的element['elɪm(ə)nt]n.元素，要素hippo['hɪpəʊ]n.河马cobra['kobrə]n.眼镜蛇orangutan[ɔː,ræŋuː'tæn]n.猩猩conceive[kən'siːv]v.构思，设想animated['ænɪmeɪtɪd]a.活泼的exotic[ɪɡ'zɑtɪk]a.异国的gorilla[gə'rɪlə]n.大猩猩sprinkle['sprɪŋk(ə)l]v.喷撒WordsandExpressionsadapt[ə'dæpt]v.改编acrobatics[ækrə'bætɪks]n.杂技blink[blɪŋk]v.眨眼睛contented[kən'tentɪd]a.满足的sparkling['spɑrklɪŋ]a.闪闪发光的capsule[ˈkæpsul]n.太空舱alien['eɪlɪən]n.外国人

completewith包括，连同appealto对……有吸引力bewearyof对……感到厌倦HongKongDisneyland香港迪斯尼乐园Penny'sBay竹篙湾LantauIsland大屿山MainStreetU.S.A.美国小镇大街Fantasyland梦幻世界Adventureland

冒险世界Tomorrowland

明天世界PaddyWagon警车WinniethePooh小熊维尼TourofHongKongDisneylandI.PutthefollowingsentencesintoChinese.HongKongDisneylandislocatedonreclaimedlandinPenny'sBay,LantauIslandanditconsistsoffourthemedlands:

MainStreetU.S.A.,

Fantasyland,Adventureland

and

Tomorrowland.2.EnteringMainStreetU.S.A,wewillbeamazedbythedelicatebuildings,dimgaslampandPaddyWagonpassingby.3.Guidedbyabravecaptain,JungleRiverCruisewilltakeusintotheheartofhiddenregions.Hippos,cobras,elephants,orangutansandstartlingjungleeventsarewaitingforus..Exercises香港迪斯尼乐园位于大屿山的竹篙湾，包括美国小镇大街、幻想世界、探险世界和明日世界四个主题园区。走进美国小镇大街，您会地看到精巧的建筑、幽暗的煤气灯和穿梭的马车。4.HaveyoueverbeentouchedbyCinderella'sextraordinarystoryandWinniethePooh'sadventuresintheforest?HaveyoueverwantedtobeaprincesssuchasSnowWhiteorSleepingBeauty?5.Leavethefairytalewonderlandperfectlycontentedandwestepintoourlaststop:Tomorrowland.Thisisthemostexcitingworldfullofthrillsandlaughsinspace.一位勇敢的船长将带你开始丛林河上巡游，你将深入到丛林深处，见到河马、眼镜蛇、大象、猩猩和一些令人惊叹的丛林奇景。你曾经被灰姑娘的故事和小熊维尼的森林探险感动过吗？你想成为白雪公主或睡美人吗？我们惬意地离开童话般的世界步入我们今天的最后一站—明天世界。这是一个充满刺激和笑声的太空世界。II.Skill-trainingSupposeyouareatourguide.YouhavetwodaystoshowagroupofforeigntouristsaroundHongKong.Workoutatourrouteandmakeapresentation.PassageBLadies’Marketsub-tropical[sʌb-'trɒpɪkəl]a.亚热带temperate['tempərət]a.温和的retain[rɪ'teɪn]v.保持withdraw[wɪð'drɔː]v.撤退regain[rɪ'geɪn]v.收复sovereignty['sɒvrɪntɪ]n.主权blend[blend]v.混合gusto['gʌstəʊ]n.爱好，嗜好diversity[daɪ'vɜːsɪtɪ;dɪ-]n.多样性gourmet['gʊəmeɪ;'gɔː-]n.美食stall[stɔːl]n.货摊peddler['pedlə]n.小贩densely['dɛnsli]adv.密集地WordsandExpressionsdefective[dɪ'fektɪv]a.有缺陷的pajama[pə'dʒɑːmə]n.睡衣accidently[,æksɪ'dentlɪ]adv.意外地，偶然handover