旅游情景英语（第二版）Unit 9-1学习资料

“十二五”职业教育国家规划教材旅游情景英语课件制作：蔡慧（第二版）

旅游情景英语Unit9-1HandlingComplaints

旅游情景英语ContentsWarmingUp

LanguageFocusPracticeExtending

ConclusionPre-classWorkHomeworkUnit9-1

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

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

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

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

旅游情景英语WarmingUp

Talkaboutthefollowingpictures.Thewordsandphrasesbelowmayhelpyou.

badweathertrafficaccidentUnit9-1

旅游情景英语

accommodationnoisedirtyenvironmentcancellationofpartofitinerarylostcertificateUnit9-1

旅游情景英语LanguageFocusWordsandPhrasesSituationalConversationsUnit9-1

旅游情景英语WordsandExpressionshandle/ˈhændl/vt.处理，管理complaint/kəmˈpleɪnt/n.抱怨，投诉handlingcomplaint处理投诉transportation/ˌtrænspɔːˈteɪʃn/n.运输accommodation/əˌkɒməˈdeɪʃn/n.住处entertainment/ˌentəˈteɪnmənt/n.消遣，娱乐Unit9-1

旅游情景英语lobby/'lɒbɪ/n.门厅，大厅；休息室explain/ɪk'spleɪn/vt.&vi.讲解，解释delay/dɪ'leɪ/n.延迟，拖延；vt.延期，耽搁；vi.延缓delayedflight航班延误happen/'hæpən/vi.发生；碰巧；出现matter/'mætə(r)/n.事件；（讨论、考虑等的）问题Unit9-1

旅游情景英语reception/rɪ'sepʃn/n.接待;欢迎receptiondesk接待处staff/stɑ:f/n.职员，员工due/dju:/adj.由于dueto由于，因为traffic/'træfɪk/n.交通control/kən'trəʊl/vt.控制;管理;限制trafficcontrol空中管制Unit9-1

旅游情景英语arrive/ə'raɪv/vi.

到达arrivein抵达，到达within[/wɪ'ðɪn/adv.

在内；prep

.

在…内awfully/'ɔ:fli/adv.

极度地around[ə'raʊnd/adv.大约，四处，在周围；

prep.围绕；

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

旅游情景英语SituationalConversation

Conversation1Unit9-1

旅游情景英语Scene

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

Conversation1ExplainingtoaGuestabouttheDelayedFlightUnit9-1

旅游情景英语

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

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

旅游情景英语1.I’mafraidtheflighthasbeendelayed.恐怕航班延误了。注：游客办理登机手续之后持有登机牌和护照顺利通过安检，在候机楼准备登机。起飞时间过后，还没有通知登机，导游应该通知游客航班由于某种原因而延误。2.Iwillaskthereceptiondeskforit.我马上到接待处问问。注：对于游客提出飞机延误的质疑，导游事先就应该问清缘由，并及时安抚游客，而不要等待游客询问时再去了解情况。Notes:

Unit9-1

旅游情景英语3.Thestaffheretoldmethattheflighthadbeendelayedduetotheairtrafficcontrol.这里的工作人员告诉我由于空中管制而导致的航班延误。注：飞机延误有多种原因，恶劣天气、机械故障、飞机维修、空中管制、突发状况等。4.Whydon’tyoulookaroundtheshopsorgatheryourbaggage?为什么你们不到商店逛逛或者整理一下行李？注：遇到不可抗因素而导致的飞机延误，导游应该及时地解释并提出合理的建议，尽量减少飞机延误给游客带来的不便。Notes:

Unit9-1

旅游情景英语UsefulExpressions:1.Wehavetheticketsforthe9:00flighttoGuilin.我们是9:00飞往桂林的航班。2.I’mafraidtheflighthasbeendelayed.恐怕航班延误了。3.Iwillaskthereceptiondeskforit.我马上到接待处问问。4.Theflighthadbeendelayedduetotheairtrafficcontrol.航班由于空中管制而延误。5.Whydon’tyoulookaroundtheshopsorgatheryourbaggage?为什么您们不到商店逛逛或者整理一下行李？Unit9-1

旅游情景英语

Role-playActouttheplaywithyourpartneraccordingtothefollowingsceneswiththegivensentencepatterns.PracticeTaskOne:Unit9-1

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

旅游情景英语

CompletethefollowingdialoguesinEnglish.TaskTwo：

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

flightshouldbearrivedhalfanhourago.A:Yes._________1_________(我们是11:20飞往西安的机票).B:What’sup?A:_____________2________________(恐怕航班延误了).B:Why?A:Waitamoment._______3_______（我马上到接待处问问）.Unit9-1

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

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

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

(我去问问服务员。请稍等一会).

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

Or_______3________(马上为您换另外一个菜)？B:ThatisOK.Iwouldlikeitcookedagain.A:Thanks.Youaresokind._________4___________

(还有别的需要吗)？B:It’sOK.

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

旅游情景英语Discussion:Discussthefollowingquestionsandwriteyouranswers.Extending

2.Howshouldtourguidesdealwithguests’complaintsthatthetablewareiswornout?Unit9-1

旅游情景英语ConclusionwordsUsefulExpressionsforflightdelaycomplaints

LanguagepointsinTasksHowtodealwithcomplaintsaboutfood

HandlingComplaints9-1Unit9-1

旅游情景英语HomeworkExercisesⅠ.

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