高教社新国规中职英语教材《英语服务类职业模块》服务类-U5

Dealingwith

EmergenciesUnit5英语服务类职业模块understandthetalksaboutemergenciestalkaboutofferingmedicalhelpreadaboutdealingwithemergencieswriteanincidentreportimprovetheabilitiestodealwithworkplaceemergenciesLearningObjectivesAfterlearningtheunit,youwillbeableto01WarmingUp02ListeningandSpeaking03ReadingandWriting04CultureNotes05LanguagePractice06ProblemSolving07Self-assessment01WarmingUp看图片，补全句子。Lookandcomplete.emergencyroomLostandFoundkitchenelevatorfirst-aidcenterhotelroom1Aladyhaslostherhandbag,sosheislookingforhelpatthe

.2Ahotelguestisill,sosheislyinginthe

.

andwaitingforhelp.3Amanisbadlyhurtinanaccident.Thenurseisdressinghiswoundinthe

.LostandFound

hotelroomemergencyroom看图片，补全句子。Lookandcomplete.4The

inthehotelisnotworkingproperly,sothepeoplearepressingtheemergencybutton.5The

intherestaurantisonfire,sotheserveriscalling911.6Atouristhasaheartattack,sotheguideiscallingthe

.

.elevatorkitchenfirst-aidcenteremergencyroomLostandFoundkitchenelevatorfirst-aidcenterhotelroom02ListeningandSpeakingListenandtick.听录音，勾选出听到的物品。Guest1Guest2Guest3carkeyhandbagpassportticketwalletmoneypursebookcomputersmartphoneiPadcamera录音原文Script1.A:WhatcanIdoforyou,sir?

B:Ilostthekeytomycarjustnow.2.A:Mypurseismissing.

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

B:Couldyoutellmesomethingaboutit?听对话，排序并复述。Listen,numberandretell.Emilyworksattheservicecenterinahotel.Shereceivedanemergencycallatnight.()A.Emilysuggestedgettingmedicalhelpfirst.()B.ThehousekeeperbroughtMr.Greenaglassofwater.()C.Emilycalledinadoctorandaskedahousekeepertosendathermometeranda

blankettotheroom.()D.Thedoctorarrivedafewminuteslater.()E.Mr.GreeninRoom1012hadabadstomachacheandaskedforsomemedicine.13245TakingCareofaSickGuest(1/2)听对话，排序并复述。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)听对话，排序并复述。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.根据所给信息，与同伴表演对话。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看图片，匹配处理紧急事件的方法。Lookandmatch.ABCDE()Getaband-aid.()Callinadoctor.()GototheLostandFound.()Runtothesafetyexitquickly.()Reporttothepolice.ECABD读文章，补全小标题。Readandcomplete.KeepyourcustomersinformedRemaincalmAskforimmidiatehelpCreateincidentreportsafterwardsLearnemergencyplansMakeaquickresponseGivesuggestionsABCDEFEmergencieshappenquiteofteninserviceindustries:loss,theft,fire,foodpoisoning,accidents,complaints,etc.Itisimportanttodealwithemergenciesefficientlybecauseithelpstokeepagoodcompanyimage.1)

.

Anemergencyplanofyourworkplaceisquiteimportant,soyoushouldacceptsometrainingandbefamiliarwithit.Whentheunexpectedoccurs,yourabilitytodealwithitcouldmeanalotforthosearoundyou,evenmeanthedifferencebetweenlifeanddeath.DealingwithEmergenciesEG读文章，补全小标题。Readandcomplete.KeepyourcustomersinformedRemaincalmAskforimmidiatehelpCreateincidentreportsafterwardsLearnemergencyplansMakeaquickresponseGivesuggestionsABCDEF2)

.

Althoughemergenciesrequirerapidactions,themostimportantfactoristokeepcalm.Youneedtolookintothesituationtoseewhatneedstobedonebeforeacting.Reassureyourselfthatyoucanhandlethesituation.3)

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Makeclearwhattheemergencyorthreatis.Ifyoucanhelp,doitatonce.Sometimesthereisnothingyoucando,reporttotheemergencyserviceassoonaspossible.Aquickresponsewillsatisfycustomers.DealingwithEmergenciesBGF读文章，补全小标题。Readandcomplete.KeepyourcustomersinformedRemaincalmAskforimmidiatehelpCreateincidentreportsafterwardsLearnemergencyplansMakeaquickresponseGivesuggestionsABCDEF4)

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

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Ifanemergencyoccursinyourworkplace,writeanincidentreport.Investigatewhathappened,whowasinvolved,howtheaccidentmighthavebeenprevented,andgivesomesuggestions.Suchanincidentreportwilldevelopawarenessandactasaneffectivewaytopreventfutureaccidents.DealingwithEmergenciesAGDReadandjudge.再读文章，判断正误。1)Handlingemergenciesefficientlycanhelpkeepagoodcompanyimage.2)It’snecessarytoacceptsomeemergencytraininginyourworkplace.5)Youcangivesuggestionsonemergencypreventioninanincidentreport.4)Explaintheproblemtoyourcustomersonlyafteryouhavefoundasolution.3)Trytodealwithallemergenciesbyyourselfasquicklyaspossible.Discussandanswer.与同伴讨论，回答问题。1)Isitnecessarytolearntheemergencyplanintheworkplace?Whyorwhynot?Itisnecessarytolearntheemergencyplan.Emergencieshappenquiteofteninserviceindustries.Bylearningtheemergencyplan,Iwillbeclearaboutwhatemergenciesarelikelytooccurintheworkplaceandwhatmeasurescanbetakentopreventthem,andIwillalsobeclearaboutwhatIcandoduringanemergencytoprotectmyselfandpeoplearoundme.Discussandanswer.2)Whatwillyoudowhenanemergencyoccursintheworkplace?IwilltrytokeepcalmandseewhatIcando.IfIcanhandlethesituation,Iwilltrymybesttosolvetheproblemasquicklyaspossible.IfIcan’tdealwiththeemergencybymyself,Iwillcalltheemergencycenter.Iwillapologizetomycustomersandtellthemwhatactionsarebeingtakentosolvetheproblem.Iwillalsokeepthemawayfromthedangeroussituations.与同伴讨论，回答问题。根据所给信息，填写紧急事件处理报告。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紧急事件处理报告有助于管理者了解事件经过，采取有效应对措施以及做好事故处理预案。报告的具体内容主要包括报告人、具体事件及其发生的时间、地点、原因、简单经过和处理方法。有的报告还会提出一些关于如何避免类似事故再次发生的建议。根据所给信息，填写紧急事件处理报告。Thinkandwrite.IncidentReportDateofOccurrenceFebruary10,2020Time3:00p.m.Reportedby

。Department

。

ExactLocationRoom

,theRoseHotelPhone23892202TheIncidentMrs.HelenBrownhadabadpaininher

.She’sprobablyhada

.MeasuresTaken

.

.

.LilyReception303chestheartattackSendmedicalstafftotheroomatonce.Calladoctorimmediately.Askanambulancetobeready.04CultureNotesCultureNotes有些国家会区分各类专属电话，还有些国家则使用统一协调电话。在中国，有多种紧急救援电话：报警电话110；火警电话119；医疗救护电话120。英国官方的紧急救援电话是999，除了接受报警、火警、急救3种情况外，还能接通海岸警卫队的应急控制中心。911是美国的报警电话，人们遇到各类紧急事件都可拨打911报警。112是全球通用的国际紧急求救电话，全球各地手机也都可以免费拨打。05LanguagePractice听录音，选择答案。Listenandchoose.2）Whatwasmissing?1）Wheredidthedialoguetakeplace?4）Whofoundit?3）Wherewasitfound?录音原文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.根据所给信息，与同伴练习对话。Situation1A:Youstayinahotel.Youcan’tfindyournecklaceinyourroom.

Youwenttothebusinesscenterthismorning.Youwillasktheservicecenterforhelp.B:Youareaclerkattheservicecenter.Youwillaskwhathappenedandtrytohelp.Speakandpractice.根据所给信息，与同伴练习对话。Situation2A:Youstayinahotel.Youcan’tfindyourweddingringinyourroom.Youwenttothegiftshopthismorning.Youwillasktheservicecenterforhelp.B:Youareaclerkattheservicecenter.Youwillaskwhathappenedandtrytohelp.Speakandpractice.根据所给信息，与同伴练习对话。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.根据所给信息，与同伴练习对话。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.选择词语，用适当形式填空。complaintinvestigateReadandjudge.读有关处理紧急事件的句子，判断正误。()1)youcangetangrywithtroublesomecustomersduringanemergency.()2)youshouldn’ttellyourcustomerswhatyouaredoingbeforefindingasolution.()3)youneedn’tintroduceyourself.Justtakeactiontodealwiththeemergency.()4)youcalltheemergencyserviceandhangupasquicklyaspossible.()5)youshouldcollectyourpersonalthingsbeforeleavingthebuildingonfire.()6)youmustkeepcalmtomakequickresponsesinanemergency.Asaclerk,选择语句，补全关于避免活动13中错误行为的句子。Chooseandwrite.A.introduceyourself1)Youshouldbepatientandnever

.2)Keepyourcustomerswell-informedabouttheprocess,andletthemknowhowlongitwilltaketo

.3)Beforehandlingtheemergency,don’tforgetto

.4)Don’t

thephoneuntiltheoperator(接线员)saysso.5)Assoonasyouhearthefirealarm,leaveyourbuildingimmediatelywithout

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

andsawwhatwecoulddotohelp.2)Welookedintothesituationand

.3