新职业英语1-基础篇-Unit 7

Unit7新职业英语职业综合英语1第2版ContentsListening&Speaking4Warming-up1ReadingA2ReadingB3LanguageLab7LanguageLab7Writing5Mini-project6Warm-1-1Task1Completethefollowingsurveyformaboutcampuscanteens.Warm-1-2Task2SupposeyouaretheCEOoftheCampusCanteenCorporation.Accordingtothecompletedsurveyabove,areyourcustomerssatisfied?Howcouldyoumakeimprovements?ReadingAReadingATextTask1Task2BusinessKnow-howTextA-1IReallyWanttoKnow

FridaynightIwentoffmydiet.IdaresayIdeservedagoodmealafterlosingthetwentypoundsIgainedfromtoomanytripstoManhattanrestaurantslastyear.MywifeandIwenttooneofourfavoriteHoustonrestaurantstocelebratethesuccessfulconclusionofmydiet.ReadingATextA-2Thefood,asalways,waswonderful.Theservicewasevenbetterthanusual.Ireallywouldhavegiventherestauranttopmarksoneveryitem—butIdidn't.Why?We'llseeinamoment.ReadingATextA-3

Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.However,todosocorrectly,theentiremeasurementprocessmustbeproperlydesignedandimplementedfromstarttofinish.Properquestionnairedesignisjustthefirststepintheprocess.Equallyasimportantisestablishingaprocessofgatheringdatawhichwillobtainarepresentativesampleofcustomers,andwhichkeepsbiastoaminimum.Thisiswheremanyorganizationsfail.Thisiswherethisparticularrestaurantfailed.ReadingATextA-4Afterwehadfinishedourcoffee,thewaiterbroughtoverthecheck.Withthecheckwasabriefcustomersatisfactionsurvey.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow〞.Theothersideofthequestionnairecontainedafewstandardmeasurementitemsandroomforcomments.Whatwasalittledifferentaboutthissurveywasthatthequestionnairehadalreadybeenfilledoutbythewaiter.Onascaleof“excellent〞,“good〞,and“needsimprovement〞,thewaiterhaddrawnalinethroughallthe“excellent〞boxes.ReadingATextA-5AsmuchasIenjoyedtheservice,Iwasnotabouttodepositaquestionnairethatsomebodyelsehadcompletedintoaballotbox.However,manypeoplewouldreturnsuchaquestionnairewithoutthinkingtwice.ReadingATextA-6Theowneroftherestaurantisonlyfoolinghimselfbykeepingthecurrentcustomersatisfactionmeasurementprograminplace.Ifhe“reallywantstoknow〞,hewouldbebetteroffaskingsomeonetohandoutpostage-paidquestionnairestopeopleastheylefttherestaurant.ReadingATextA-7Ifyouhaveacustomersatisfactionmeasurementprograminplace,orifyouarethinkingofimplementingone,weurgeyoutogiveasmuchattentiontothedistributionandcollectionprocessasyoudotothequestionnairedesign.ReadingAA-Trans-1ReadingA我真的很想知道周五晚上我结束了节食。把去年因常去曼哈顿的餐馆吃饭而增加的20磅减掉之后，我敢说我该理直气壮地美餐一顿了。为了庆祝节食成功，我和太太去了休斯顿一家我们最喜欢的餐馆。A-Trans-2饭菜与往常一样，味道好极了，效劳比平常还要好。我真想给这家餐馆的每个工程都打最高分，但我没有。为什么？一会儿我们就知道了。ReadingAA-Trans-3一家公司想度量一下顾客满意度是件好事。但是，要想把这件事做好，整个度量过程必须妥善设计，并自始至终完整地实施。合理设计调查问卷仅仅是这个过程的第一步。为了能够从顾客那里获得代表性的数据样本，并将偏见降到最低，建立数据搜集程序也同样重要。许多公司却未能做到这一点，而这也正是这家餐馆的失败之处。ReadingAA-Trans-4话说我们喝完咖啡之后，侍者拿来了账单。与账单附在一起的，还有一份简要的顾客满意度调查问卷。问卷的一面是餐馆老板的一份说明，开头写着“我真的很想知道〞；另一面是一些标准的测量工程，以及顾客填写意见的空白处。有一点不同的是，这份调查问卷已经由侍者填完了。在“很好〞、“好〞和“有待提高〞三个级别上，侍者已经在所有“很好〞的方框内划了一条线。ReadingAA-Trans-5尽管我很满意这家餐馆的效劳，我也不打算把一份已由别人完成了的调查问卷放到意见箱里。然而，很多人却会不假思索就将这种问卷交回。ReadingAA-Trans-6如此进行顾客满意度调查，这家餐馆的老板只是在愚弄自己罢了。如果他“真的很想知道〞，在顾客离开时，让人给他们分发一些邮资已付的调查问卷，会对他更有好处。ReadingAA-Trans-7如果你正在进行或者正打算进行顾客满意度调查，我们强烈建议你除了注重问卷的设计外，也要特别注意问卷的发放和回收过程。ReadingAtostopReadingAgooffe.g.

Hewentoffdrivingaftertheaccident.e.g.

You’vebeenworkingallthemorning—Ithinkyoudeservearest.ReadingAdeservev.tohaveearnedsomethingbygoodorbadactionsorbehaviore.g.LastweekIgainedanotherfivepounds.ReadingAgainv.toincreaseinweight,speed,heightorvaluee.g.

Thisessayisadmirableinallrespects.ReadingAadmirablea.havingmanygoodqualitiesthatpeoplerespectandadmiree.g.Educationshouldn’tbemeasuredonlyby

examinationresults.ReadingAmeasurev.tojudgetheimportanceorvalueofsomethinge.g.

Itwastheworstdayinmyentirelife.ReadingAentirea.whole;completee.g.

Wehavedecidedtoimplementthepresident’s

suggestioninfull.ReadingAimplementv.totakeactionorputintopracticee.g.

1.Mygrandfatherestablishedthefamilybusiness

in1938.2.Therelationshipsbetweenthetwocompanies

wereestablishedtwoyearsago.ReadingAestablishv.tostart;tosetupv.togetsomethingespeciallybymeansofeffortReadingAobtaine.g.

Wewishtoobtainfirst-handinformation.e.g.

Theyhaveconductedaresearchinthisparticular

field.ReadingAparticulara.

unusual,singleanddifferentfromothersn.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsReadingAsurveye.g.

Arecentsurveyshowsthatmanyteenagersspendthreehoursadayplayingcomputer

games.n.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneReadingAcommente.g.

Doyouhaveanycommentstomakeuponmy

story?tocomplete(aform)byansweringthequestionsinthespacesprovidedReadingAfilloute.g.

Couldyoufilloutthisapplicationformquickly?v.toputsomethingdowninaparticularplace;toputmoneyorsomethingvaluableinabankorotherplaceswhereitwillbesafeReadingAdeposite.g.

1.Shedepositedhercaseinthecorner.2.Youareadvisedtodeposityourvaluablesin

thehotelsafe.tothinkverycarefullyaboutsomethingReadingAthinktwicee.g.

Theteacheradvisedhimtothinktwicebefore

decidingtoquitschool.inexistenceandreadytobeusedReadingAinplacee.g.

Thenewregulationsarenowinplace.togivesomethingtoeachmemberofagroupReadingAhandoute.g.

Couldyoustarthandingthesebooksout,please?v.tostronglyadvisesomeonetodosomethingReadingAurgee.g.

Brownurgedhertoreconsiderhisdecision.n.theactofsharingthingsamongalargegroupofpeopleinaplannedwayReadingAdistributione.g.Thedistributionofthefoodsuppliesinthe

earthquakeareabegantwodaysago.A-Task1-1Task1

Answerthefollowingquestionsaccordingtothepassage.Wheredoesthewritermostprobablylive?2.Whydidthemanandhiswifegototheirfavoriterestaurantfordinner?3.Whyistheprocessofgatheringdataimportantforcustomersatisfactionmeasurement?Houston.Becausetheywantedtocelebratethesuccessfulconclusionofhisdiet.Becauseithelpstoobtainarepresentativesampleofcustomersandkeepbiastoaminimum.ReadingAA-Task1-24.Whatdidtheowner’snoteinthequestionnairebeginwith?5.Inordertosuccessfullymeasurecustomersatisfaction,whatshouldanorganizationpaymuchattentionto?Itbeganwiththewords“Ireallywanttoknow〞.Itshouldpaymuchattentiontothedistributionandcollectionprocess.ReadingAA-Task2Task2

Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothepassage.ReadingA()1.Thewriterwasnotsatisfiedwiththemealoftherestaurant.()2.Establishingaprocessofgatheringdataisasimportantasproperquestionnairedesignforcustomersatisfactionmeasurement.()3.Theowneroftherestaurantdidn’treallywanttomeasurecustomersatisfaction.()4.Thewriterhadn’tintendedtofillintheblankquestionnaire.()

5.Thewriterthoughtpostage-paidquestionnaireswouldbeagoodwaytomeasurecustomersatisfaction.FTTFTBusinessKnow-howConductingaSurvey●

Establishthegoalsoftheproject—whattolearn;●Determinewhatpeoplearetargetedand

howmanyaretobeinterviewed;●Choosehowtointerview(facetoface,

telephone,etc.);●

Designthequestionnaire;●

Pretestthequestionnaire,ifpractical;●

Conductinterviewsandcollectdata;●

Analyzethedata—producethefindings.

ReadingBReadingBTextTask1Task2TextB-1ReadingBAppleCare+foriPhoneEveryiPhonecomeswithayear’swarranty.Thewarrantyguaranteesthehardwareforafullyearandincludesupto90days’support.AppleCare+extendsthewarrantytotwoyearsfromtheoriginaldateofpurchaseandincludestwoincidentsofaccidentaldamage,eachsubjecttoa$79servicefeeplusapplicabletax.

TextB-2ReadingBOnestopfortechnicalsupportAppleCare+providesone-stopserviceandsupportfromAppleexpertsincluding:•DirectaccesstoAppleexperts;•Repairsbymail:mailinyouriPhoneusingaprepaidshippingboxprovidedbyApple;•Repairsinstore:TakeyouriPhonetoanAppleRetailStoreorotherAppleAuthorizedServiceProvider;•ExpressReplacementService.TextB-2ReadingBSoftwaresupportincludedWithAppleCare+,AppleexpertscanhelpissueswithyouriPhoneincluding:•Connectingtowirelessnetworks;•UsingApple-brandediPhoneappssuchasMailandCalendar.ApplehardwarecoverAppleCare+providesrepairorreplacementcover,bothpartsandlabor,fromApple-authorizedtechnicians,including:•iPhone;•Battery;•Includedearphonesandaccessories.TextB-2ReadingBImportant

notes1.AppleCare+shouldbepurchasedwithin30daysofthedateyouboughtyournewiPhone.After30days,AppleCare+maybepurchasedatanAppleRetailStoreorthroughanAppleCareContactCenter.2.TobuyAppleCare+atanAppleRetailStore,aspecialistwillfirstneedtoverifyyouriPhonepurchasedateandconfirmthatyouriPhonehasnopre-existingdamage.3.TobuyAppleCare+fromanAppleCareContactCenter,youwillberequiredtoverifyyourpurchasedateandrunadiagnostictoconfirmthatyouriPhonehasnopre-existingdamage.B-Trans-1ReadingB苹果延保效劳

每部苹果均可享有一年的硬件保修效劳和长达90天的免费技术支持。购置了苹果延保效劳的可以将保修时限延长到购机起两年之内，还可获得多达两次的意外损坏保修效劳。该项维修每次需要收取79美元和相应的税金。B-Trans-1ReadingB一站式技术支持苹果延保效劳可以提供苹果公司技术专家一站式效劳和技术支持，包括：•直接获得苹果公司技术专家的帮助；•邮寄维修：用苹果公司提供的邮资已付邮包将你的报修邮寄给苹果公司维修；•用户送修：将你的苹果带至苹果零售店或苹果授权效劳提供商处维修；•特快更换效劳。B-Trans-2ReadingB苹果硬件保修苹果延保效劳提供由苹果公司授权技术人员进行的维修或更换效劳，涵盖部件和人工费，包括：•；•电池；•原配耳机和配件。

苹果自带软件技术支持在苹果延保效劳条件下，苹果公司技术专家可以帮你解决的疑难问题，包括：•连接到无线网络；•使用邮件和日历等苹果品牌的应用程序。B-Trans-2ReadingB重要提示1．苹果延保效劳须在购置之日起30天内购置。如果在购置时没有选购苹果延保效劳，你仍可前往苹果零售店或致电苹果延保效劳联系中心进行购置。2．在苹果零售店购置苹果延保效劳，专家需要先核实你的购机日期，并确认之前无任何损坏。3．如果致电苹果延保效劳联系中心进行购置，你需要先通过购置日期验证，并运行诊断程序以确认你的之前无任何损坏。TrueFalse1.ApplewarrantsitsiPhonesandsoftware,excludingitsaccessories.2.ThelimitedwarrantyonnewiPhonehardwareendsafteroneyearfromthedateofpurchase.3.YoucansendyouriPhonetoanAppleRetailStoreforrepairinashippingboxprovidedbyAppleandtheywillpayallthecharges.4.WithAppleCare+,AppleexpertscansolveallthesoftwareproblemsinyouriPhone.5.AppleCare+mustbepurchasedwhenyoubuyyournewiPhoneatanAppleRetailStore.B-Task1ReadingBTask1Decidewhetherthefollowingstatementsaretrue(T)orfalse(F)accordingtothewarranty.★★★★★B-Task2ReadingBTask2SurftheofficialwebsiteofAppleandfindanswerstothefollowingcustomers’questions.

Howmuchwillmyin-warrantyservicecost?Answer:Warrantyserviceforeligiblerepairsisavailable___________for___________monthsfromthedateofpurchase.

Whattypesofdamagearenotcoveredbymywarranty?Answer:Apple’sLimitedWarrantyforiPhoneexcludescoveragefordamageresultingfrom___________,disassembly,unauthorized___________andunauthorizedmodifications.

CanIextendservicecoverageonmyiPhonebeyondthewarranty?Answer:AppleCare+extendsthewarrantyto___________yearsfromtheoriginaldateofpurchaseandincludes___________incidentsofaccidentaldamagefromhandling,eachsubjecttoa___________servicefeeplusapplicabletax.ABCatnochargetwelveaccidentservice

twotwo$79ListeningTask1Task2Task3Task4Task5Listening&SpeakingL-Task1Task1EllaBlackistalkingaboutthedelayofanorderwithThomasCook.Listentotheconversationandfillintheblankswithwhatyouhear.W:We’vecheckedtheorder,anditlastFriday.I’msosorryaboutthat.M:Youknowweareadesigncompany;ourworkcannotbedonewithoutcomputers.Ourworkhasbeenaffected.W:Sorry,sir.Wepromise.M:Whatifwedon’tgetitbythen?Ourmanageryourservice.Thisisourfirstorder,andthingslikethisshouldn’thavehappened.W:Ifullyunderstandyourpositionatthismoment..Idohopethisincidentwon’taffectourfuturebusinessrelations.M:Well,Ihopeso.shouldhavereachedyoubecauseofthedelayyou’llgetitnextMondayisn’tsatisfiedwithThiswillneverhappenagainListening&SpeakingL-Task2Task2

LisaisMr.Haywood’ssecretary.SheistalkingwithRobertRowley,abusinesspartnerofthecompany.Listentotheconversationandchoosethebestanswertoeachquestionyouhear.Script1.A.Becausehe’soutonbusiness.B.Becausehedidn’treceiveMr.Rowley’smessages.C.BecauseLisadidn’ttellhim.D.Becausehehasbeenverybusyrecently.2.A.Twotimes.B.Threetimes.C.Fourtimes.D.Fivetimes.3.A.Nextweek.B.Bytheendoftheweek.C.Tomorrow.D.Thisafternoon.Listening&SpeakingL-2-ScriptTask2

Script

Listening&SpeakingL-Task3Listening&SpeakingScript1.Thewomanboughtaboxofprintingpaperlastweek.TrueFalse2.OntheboxoftheprintingpaperitsaysB5.TrueFalse3.Thewomandemandedarefundof20.35pounds.TrueFalse4.Theassistantwouldcalltheirotherbranchtoseeiftheyhaveany.TrueFalse√√√√yesterday12.35poundsTask3

Acustomeriscomplainingtoashopassistantaboutaboxofprintingpapershebought.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritekeywordstosupportyouranswers.L-3-ScriptTask3

Script

Listening&SpeakingL-Task4Listening&SpeakingTask4

Sophiaisreceivingaphonecallfromacustomer.CompletetheCustomerServiceHelpFormwithwhatyouhear.Script

CustomerServiceHelpFormNameofcustomerEddieEdwards__________Address28TwyfordAvenue______PhoneNo.1.()_Product 2.aSONY()ProblemItwon’trecord.______Whenpurchased 3.()Lengthofguarantee 4.()years_Customerhasreceipt? Yes□/No□__________Customerhasguaranteecertificate?5.Yes□/No□__________077008865378DVDplayeroneweekagothree√√L-4-ScriptTask4

Script

Listening&Speaking

Tobettercommunicatewithacomplainingcustomer,usethefollowingstepstohelpyouhandleandsolvetheproblem.Firstly,__________________.Writedownanynames,dates,andmajorpointsofthecomplaint.Secondly,thinktwicebefore______________.Expressyourregretforhisorherdissatisfactionandanyinconvenienceheorshemayhaveexperienced,butthinkbeforeyougiveanypromise—becausenothingannoyscustomersmorethanabrokenpromise.L-Task5-1Listening&SpeakingTask5

Listentothepassagetwiceandfillintheblankswithwhatyouhear.

listenandtakenotesmakingpromisesL-Task5-2Listening&Speaking

Thirdly,checkthefacts.Makesurethecustomerhasgivenyouiscorrectandworkoutsolutionsbyyourself.Thelaststepistooffersolutions.Whenthecustomercomplains,youshouldalwaysofferhimasolutiontotheproblem.Ifyoucannotdirectlyfixtheproblem,offerhimsomethingelsetotryandkeephimsatisfied.Therearemanydifferenttypesofsolutionswhichcouldturnadisappointedcustomerintoahappyone,suchas,to,refundthemoney,offerarepair,offeradiscountonthenextpurchase,and theinconveniencecaused.theinformationofferareplacementapologizeforWritingWritingTask1Task2DearMr.Benson,ofMarch12.thecomputeryouboughtfromusarrivedinsuchpoorcondition.Itmighthavebeendamagedduringshipment.anewcomputerassoonaspossible.Toensureitreachesyousafely,itwillbedouble-packedthistime.fortheinconvenienceithascaused.Yourssincerely,EmilyWatsonEmilyWatsonCustomerServiceManagerW-Task1WritingTask1

Completethefollowingletterofadjustmentwiththegivenexpressions.Wewillsendyou PleaseacceptourapologyThankyouforyourletter WearesosorrythatThankyouforyourletterWearesosorrythatWewillsendyouPleaseacceptourapologyDearMr.Walters,ThankyouforyourletterofNovember15.Wearesosorrythatthegoodsyoureceivedhavenotbeensuppliedcorrectly.Itmighthavebeenanerrorduringshipment.Wewillmakeuptheshortfallassoonaspossible,andpromisethatsuchthingswillneverhappenagain.Pleaseacceptourapologyfortheinconvenienceithascaused.Yourssincerely,WangYiWangYiCustomerServiceManagerW-Task2WritingTask2

Supposeyouarethecustomerservicemanagerofyour company.Writealetterofadjustmenttotheletterofcomplaint inTask1onPage90.SampleMiniWorkingroups.Eachgroupaskstenstudentstofillinthequestionnairebelowabouttheiruseofmobilephonesandthendraftasummaryofthesurveyresults.Mini-project●Workingroups;●RefertothesampleonPage106;●

Todoaresearchandthenanalyzethedata

collected;●

In-classpresentation.

LanguageLabLanguageLabTask1Task2Task3Task4Task5LL-Task1LanguageLabTask1

Matchthewordsorphrasesontheleftwiththeirmeaningsontheright.A.haveanincreaseinB.inexistenceandreadytobeusedC.haveearnedsomethingbygoodorbadactionsorbehaviorD.stronglyadvisesomeonetodosomethingE.takeactionorputintopracticeF.opiniongivenbrieflyinspeechorwritingaboutsomethingorsomeoneG.setup;startH.ageneralexaminationorstudy(ofconditions,opinions,etc.),especiallycarriedoutbyaskingpeoplequestionsI.unusual,singleanddifferentfromothersJ.whole;complete()1.deserve()2.entire()3.survey()4.gain()5.particular()6.urge()7.comment()8.implement()9.establish()10.inplaceCJHAIDFEGBLL-Task2LanguageLabTask2

Completethesentenceswiththefollowingwordsorphrases.Changetheformifnecessary.AfterTompassedhisdrivingtest,he________anapplicationforhisdriver’slicense.2.MaryandIhave__________cooking,soweliveonsaladsthesedays.3.IfIwereyou,I’d__________beforeinvestingthemoneyinthatbusiness.4.Hehadreadthenovelhimself,andmadequiteafew__________onit.5.Thecommittee’ssuggestionwillbe_________oncethepresidentgivesthepermission.filledoutgoneoffthinktwicecommentsimplementedcommentthinktwiceimplementgoofffilloutLL-Task3-1LanguageLabTask3

Rewritethefollowingsentencesafterthemodels.

Model1:Anorganizationwantstomeasurecustomersatisfaction.Thatisadmirable.

Itisadmirableforanorganizationtowanttomeasurecustomersatisfaction.1.Iwilltranslatethisarticle.Thatwillbedifficult.Itwillbedifficultformetotranslatethisarticle.2.Thepolicemanhasexplainedtohimwhathadhappened.Thatisnecessary.

Itisnecessaryforthepolicemantohaveexplainedtohimwhathadhappened.3.Thelostchildrenwillfindtheirwayhome.Thatwon’tbepossible.Itwon’tbepossibleforthelostchildrentofindtheirwayhome.LL-Task3-2LanguageLabModel2:Onesideofthequestionnairecontainedanotefromtheowner.Thenotebeganwiththewords“Ireallywanttoknow〞.Onesideofthequestionnairecontainedanotefromtheowner,beginningwiththewords“Ireallywanttoknow〞.

Itrainedfortwoweekscontinuously.Thatcompletelyruinedourholiday.Itrainedfortwoweekscontinuously,completelyruiningour

holiday.2.Theycameintotheoffice.Theyweresingingandlaughing.Theycameintotheoffice,singingandlaughing.3.Thesecretaryworkedlateintothenight.Shewaspreparingalongspeechforthemanager.Thesecretaryworkedlateintothenight,preparingalong

speechforthemanager.LL-Task4-1LanguageLabTask4

Choosethebestanswerstocompletethefollowingpassage.Whowasitthatsaid—“Thecustomerisalwaysright〞?Maybethecustomerisn’talwaysright,butifyouwanttokeepthem,makesuretheylikeyou.Runyoureyesdownthefollowinglistandseehowmanyyoucantickoff:*Wealwayshavea1smileforeverycustomer.*Wearewarmand2toallcustomers.*