Unit 10-1英文课件讲解

听说教程主讲人：龚文锋文化传播学院世纪应用英语Unit10I’dLiketoFileaComplaintLearningObjectiveTolearntheexpressionsforcomplaining.Topracticedealingwiththerecordedandvideoinformation.Tobeabletotalkabouttheimportantissuesaboutcomplaining.Tobefamiliarwiththeskillofidentifyingthedetails.PART1Lead-inMisleadingAdvertisingLead-inPart11.Whatseemstobethe____________?2.I’vejustbeeninformedthatit’sactually__________________pernight.3.ButIwasdefinitelyledtobelievethata__________________wouldbe$750.4.Perhapsyoucouldarrangetoprovidemewith__________________thatreflectstheadvertisedrate.5.___________________________isourprimaryaim.Lead-inPart1TaskListentotheshortdialogueandfillintheblanks.problem500dollarsMisleadingAdvertisingthree-nightstayanewbillCustomersatisfaction听力原文（M=HotelManager，G=Guest）M:I’mMissSherman.Whatseemstobetheproblem?G:Well,apparentlyI’verunupquiteabill.IwasundertheimpressionthattheJuniorExecutiveHolidayPackageonlycosts250dollarspernight.I’vejustbeeninformedthatit’sactually500dollarspernight.M:That’strue.FortheJuniorExecutiveRoom...threenights...yes,yourbillshouldbe$1,500.G:ButIwasdefinitelyledtobelievethatathree-nightstaywouldbe$750.M:Theadvertisedrateisbasedondoubleoccupancy.G:WhenIbookedtheroom,yourstaffdidn’tmentionthis.Andthebrochureandyourpromotionalmailingsdonotmentionthat.Lead-inPart1TaskListentotheshortdialogueandfillintheblanks.MisleadingAdvertising返回下一页（M=HotelManager，G=Guest）M:Areyouquitesure?G:Yes.Havealook.M:Isee.Ihadnoideaouradvertisingwassomisleading.Itishere,butit’sinthefineprintonthelastpage.G:Perhapsyoucouldarrangetoprovidemewithanewbillthatreflectstheadvertisedrate.M:NormallyIcouldn’tdothat.Butunderthecircumstances,customersatisfactionisourprimaryaim.G:Thankyou.Lead-inPart1TaskListentotheshortdialogueandfillintheblanks.MisleadingAdvertising返回上一页PART2ListeningandSpeakingSectionAListeningandSpeakingPart2MakingComplaintsSectionAListeningandSpeakingPart2TaskoneListentotherecordingandchoosethebestanswertoeachquestion.1.A.Becauseshewantstochatwiththemanager.B.Becausesheisgoingtomakeacomplaint.C.Becauseshe’dliketobuyonemoreticket.D.Becauseshewantstotakeanotherjourney.2.A.Thegoodserviceofthehotel.B.Thepoorserviceofthehotel.C.Thebadfacilitiesofthehotel.D.Theterriblefoodofthehotel.MakingComplaints听力原文SectionAListeningandSpeakingPart2TaskoneListentotherecordingandchoosethebestanswertoeachquestion.3.A.Theywereonlychatting.B.Theywerepatienttogiveadvice.C.Theyjustthrewapamphlettoherandwentonchatting.D.Theywentaway.4.A.HefeelssorryforMs.Wang.B.Heisnotsympathetic.C.Heisrude.D.Heisindifferent.MakingComplaints听力原文SectionAListeningandSpeakingPart2TaskoneListentotherecordingandchoosethebestanswertoeachquestion.5.A.Hewillfirethetwogirls.B.Hedoesn’tcriticizethetwogirls.C.HeisangrywithMs.Wang.D.Heisgoingtolookintoitandgiveherareplyassoonaspossible.MakingComplaints听力原文SectionAListeningandSpeakingPart2TaskoneListentotherecordingandchoosethebestanswertoeachquestion.(LisaWanghasjustlivedinahotel.Sheisnowtalkingwiththemanageronthephone.W=LisaWang;M=HotelManager)W:MayIspeaktothehotelmanager,please?M:Hi,thisisBennySmith,themanagerofHolidayInn.HowcanIhelpyou?W:Hi.MynameisLisaWang.Iwouldliketofileacomplaintforthepoorserviceofyourhotel.Thisismyfirsttimetostayinyourhotel,anditwillbemylastonetoo.M:Iamsorrytohearthat.Couldyoutellmeexactlywhatitisallabout?W:WhenIcheckedinyesterday,thetwogirlsattheFrontDeskwerequiterude.Theywerechattingwitheachother.AndwhenIaskedforsomeinformationaboutthelocalscenery,theyjustthrewapamphletonthedeskandwentonchatting.Thatisveryunprofessional.MakingComplaints返回下一页SectionAListeningandSpeakingPart2TaskoneListentotherecordingandchoosethebestanswertoeachquestion.(LisaWanghasjustlivedinahotel.Sheisnowtalkingwiththemanageronthephone.W=LisaWang;M=HotelManager)M:Ms.Wang,Iapologizeforwhathappened.Iwilllookintoitandgiveyouareplyassoonaspossible.W:Thankyouforyourattentioninthismatter.Ireallyappreciatethat.M:CouldyougivemeanumberthatIcanreachyouat?W:334-267-52.M:OK.Ms.Wang,thankyousomuchforcalling.IsincerelyaskyoutocomebacktoourhotelagainandIpromiseyouthatwhathappenedtoyouyesterdaywillnothappenagain.Haveagoodday!Bye!MakingComplaints返回上一页SectionAListeningandSpeakingPart2TaskTwo()1.WhenMs.Wangcheckedinyesterday,thetwogirlsattheFrontDeskwerequitefriendly.(

)2.Theserviceofthewaitresseswasnotprofessional.()3.Themanagerapologizedforwhathadhappened.()4.Themanagerdidn’twantMs.Wangtocomebacktohishotelagain.()5.Themanagerpromisedthatwhathadhappenedtoherwouldnothappenagain.Listentotherecordingagainanddecidewhetherthestatementsaretrue(T)orfalse(F).FTTFTMakingComplaintsSectionAListeningandSpeakingPart2TaskThreeMakeadialoguebasedontheconversationwiththegiveninformationlistedinthetable.MakingComplaintsSectionBListeningandSpeakingPart2ALetterofComplaintSectionBListeningandSpeakingPart2TaskOneListentoacomplaintletterandanswerthequestions.听力原文ALetterofComplaint1.Whatisthecauseforthecomplaint?_________________________________________________________________________2.Howmanyweeksweretherewithoutinspectionsaccordingtotheletter?_________________________________________________________________________3.Howseriouswerethetwomachinebreakdowns?_________________________________________________________________________4.Whenisthedeadlinethatthebuyergivestothesupplier?_________________________________________________________________________5.Whatdoesthewriterthankthereceiverfor?_________________________________________________________________________Inadequatecopymachinemaintenanceservice.Fourweeks.Seriousenoughtostopwork.BySeptember1.Forhisimmediateattentiontothismatter.1.Wearebecomingincreasingly________________theXeroxcopymachinemaintenanceservice.2.Theyhadtobedealtwithonanemergencybasis.Wehaveamaintenanceservicecontractto______________________.3.Althoughweunderstand_________________________________,weareseeingapatternofinadequateservice.4.IftheservicehasnotbeenimprovedbySeptember1,wewillhaveto________________andaskfordamagesfromyou.5.Itisbetterforus,ofcourse,nottodothat,sowehopeyoucan______________________weoriginallycontractedfor.SectionBListeningandSpeakingPart2TaskTwoListentotherecordingagainandfillintheblanks.听力原文ALetterofComplaintdissatisfiedwithavoidthisverysituationtheoccasionalunforeseenproblemcancelourcontractprovidethekindofserviceSectionBListeningandSpeakingPart2TaskThreeTrytodothediscussionwithyourpartneronthetopic“InWhatCircumstancesMayComplaintsArise?”withthehelpofthefollowinghintslistedinthetable.ALetterofComplaintSectionBListeningandSpeakingPart2TaskThreeTrytodothediscussionwithyourpartneronthetopic“InWhatCircumstancesMayComplaintsArise?”withthehelpofthefollowinghintslistedinthetable.ALetterofComplaintDearJohnSmith,WearebecomingincreasinglydissatisfiedwiththeXeroxcopymachinemaintenanceservice,whichissuppliedbyyourcompany.Althoughourcontractspecifiesweeklyinspections,ourrecordsshowtherewerenoinspectionsduringthefollowingweeks:April19,May17,June14,andJune28.Inaddition,wehavehadtwomachinebreakdownsseriousenoughtostopthework.Theyhadtobedealtwithonanemergencybasis.Wehaveamaintenanceservicecontracttoavoidthisverysituation.Althoughweunderstandtheoccasionalunforeseenproblem,weareseeingapatternofinadequateservice.SectionBListeningandSpeakingPart2返回下一页ALetterofComplaintSectionBListeningandSpeakingPart2返回Wearepreparedtoseehowthenextmonthgoes.IftheservicehasnotbeenimprovedbySeptember1,wewillhavetocancelourcontractandaskfordamagesfromyou.Atthesametime,wearegoingtolookforanothermaintenanceservicecompany.Itisbetterforus,ofcourse,nottodothat,sowehopeyoucanprovidethekindofserviceweoriginallycontractedfor.Thankyouforyourimmediateattentiontothismatter.Sincerely,BrianTaylor上一页ALetterofComplaintPART3ViewingandSpeakingSectionAViewingandSpeakingPart3TheAlarmDoesn’tWorkSectionAViewingandSpeakingPart3TaskOneWatchthevideo,rearrangetheorderofthesentencesaccordingtowhatyouhavewatched,andwritedownthecorrectnumbers.视频原文TheAlarmDoesn’tWorkSectionAViewingandSpeakingPart3TaskOne视频原文1.I’mawfullysorry.2.I’lljusttakedownyourpurchasingdetailsandgetthiswatchchangedforyouinnotimeatall.3.Wouldyoulikearefundorreplacement?4.HowcanIhelpyou,sir?5.I’dratherhavethewatchreplaced,please.6.Thealarmofthewatchdoesn’twork.7.It’sverykindofyou.Thanksalot.8.Ifthereisanythingwrong,pleaseletusknow.______→______→______→______→______→______→______→______46135287Watchthevideo,rearrangetheorderofthesentencesaccordingtowhatyouhavewatched,andwritedownthecorrectnumbers.TheAlarmDoesn’tWorkSectionAViewingandSpeakingPart3TaskTwoWatchthevideoagainandanswerthequestions.1.What’stheproblemwiththewatch?___________________________________________________________________________2.Whendidthecustomerbuythewatch?___________________________________________________________________________3.Thewatchisstillunderguarantee,isn’tit?___________________________________________________________________________4.Wouldthecustomerliketohavearefundorreplacethewatch?___________________________________________________________________________5.Howdoesthesalesmandealwiththeproblem?___________________________________________________________________________视频原文Thealarmdoesn’twork.Twoweeksago.Yes,itis.Hewouldliketoreplacethewatch.Hegetsthewatchreplacedforthecustomerinnotime.TheAlarmDoesn’tWorkSectionAViewingandSpeakingPart3TaskThreePracticeinpairsorallyaccordingtowhatyouhavewatchedandthehintsgiveninthefollowingtable.Trytouseasmanyexpressionsaspossible.TheAlarmDoesn’tWorkSectionAViewingandSpeakingPart3TaskT