新職業(yè)英語(yǔ) 視聽(tīng)說(shuō) Unit PPT學(xué)習(xí)教案

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1、會(huì)計(jì)學(xué)1新職業(yè)英語(yǔ)新職業(yè)英語(yǔ) 視聽(tīng)說(shuō)視聽(tīng)說(shuō) Unit ListeningWatchingSpeakingSupplementary Material121212Further Listening ,Further Watching 1Fun TimeFurther Watching 2 , Further Watching 3 ,第1頁(yè)/共82頁(yè) In ClassPeriod 1: Listening 1 Watching 1 Period 2: Speaking 1 Listening 2 Period 3: Watching 2 (Task 1) Project Period 4: Wat

2、ching 2 (Task 2) Speaking 2 After ClassUnit File + Supplementary Listening第2頁(yè)/共82頁(yè)u To build up the vocabulary about providing customer serviceu To get a general idea of the basic components in serving customersu To be aware of taking good care of valued clientsuTo be able to make and answer inquire

3、suTo learn how to make opinion surveys on products or servicesuTo be competent to handle complaints efficiently Knowledge: Skills： 第3頁(yè)/共82頁(yè) Practice making and answering inquiries. The first one has been given to you as an example. Make Inquiries1. Would you please tell me how to open a bank account

4、?2.Im wondering if I followed the right procedure for unlocking the safe.3. Excuse me, could you please show me the right way to our school library?4. Im not sure which color to choose, could you please give me any suggestions?第4頁(yè)/共82頁(yè) Practice making and answering inquiries. The first one has been

5、given to you as an example. Answer Inquiries1. Certainly. Please show me your ID card first, and then fill out this form.2. Im afraid you have to input the password first, sir.3. With pleasure. Just walk along the pathway and make a right turn at the second crossing.4. Id love to. As you have fair c

6、omplexion, I think this bright pink will look terrific on you.1. Warming-up第5頁(yè)/共82頁(yè)Our supervision hotline is 2766492.我局的監(jiān)督電話是2766492。Hotline n. 熱線熱線Loosen v. 放松；使松馳放松；使松馳Thoroughly ad. 徹底地徹底地Apply v. 涂擦；使用涂擦；使用He says that Tom is a thoroughlygood fellow.他說(shuō)湯姆是個(gè)地道的好人。Apply as much forceas is necessar

7、y.需要多大力，就施多大力。My belt is too tight; I mustloosen it.我的腰帶太緊，我必須放松它。Massage v. 按摩；揉捏按摩；揉捏Moisturize v. 使?jié)駶?rùn)使?jié)駶?rùn)A massagemay relieve your back pain.按摩可能會(huì)減輕你的背痛。Moisturize the air增加空氣濕度第6頁(yè)/共82頁(yè) Rose is answering an inquiry from a customer. Listen to the conversation and tick () the correct answer to each

8、question.1. Why does the customer call Rose? A. Because he doesnt know how to shave. B. Because he is not satisfied with TAF shaving foam. C. Because he is not sure about the procedure for using TAF shaving foam.2. Is the customer happy with Roses service? Why? A. Yes, he is, because Rose offers to

9、give him some free samples. B. Yes, he is, because Rose gives him a detailed explanation. C. No, he isnt, because Rose is rude when answering his questions.Script第7頁(yè)/共82頁(yè) Listen to the conversation again and complete the procedure for using TAF shaving foam.Clean the 1 with 2 .Wait 3 minutes until t

10、he skin gets thoroughly 4 .Apply TAF shaving foam.5 to make sure the hair gets moisturized.face warm water two or threewet massage the face a little Script第8頁(yè)/共82頁(yè) Compare the different meaning of the italicized words in each of the sentences.1. Please wait two or three minutes until your skin gets

11、thoroughly wet.2. He got the shampoo he ordered last week.3. The customer got itching blotches over his face.4. James got a bad cold. Has he got better?becomesreceivedhadhad become第9頁(yè)/共82頁(yè) Match the following ways to survey customers with the corresponding pictures.1.doorstep visit2. mail survey3. t

12、elephone survey1. Warming-up第10頁(yè)/共82頁(yè)Occasionallyad. 偶爾；間或偶爾；間或Whiten v. 使白；變白使白；變白Factor n. 因素；要素因素；要素think of doing 考慮做考慮做He is a good student except that he is occasionally careless.他是個(gè)好學(xué)生，只是他偶而有些粗心。Another socialfactor of significance iseducation.另一個(gè)重要的社會(huì)因素是教育。Think of what you are doing.想想你正在干的

13、事情吧。whiten ones teeth使牙齒潔白第11頁(yè)/共82頁(yè) Listen to a conversation between Rose and a customer and decide whether the following statements are true or false. Then write down the key words to support your answers.1.Rose is making an opinion survey on TAF products.2. The customer is in such a hurry that he

14、doesnt finish Roses interview.False The customer finishes the interviewand gives Rose some valuable feedback.True Im from the Customer Service Department of TAF. I wonder if youd mind answering a few questions about our companys products.Script2. Extensive Listening第12頁(yè)/共82頁(yè)1. Who influences the cus

15、tomer most as to shopping? A. His parents. B. His friends. C. Nobody.2. What is the advantage of TAF toothpaste compared with Flitz product? A. TAF toothpaste is cheaper. B. TAF toothpaste whitens his teeth. C. TAF toothpaste has a nice packaging.3. Why does the customer occasionally use Flitz produ

16、ct for a change? A. Because Flitz has a pleasant smell. B. Because Flitz makes his teeth comfortable. C. Because Flitz is reasonable in price. Listen to the conversation again and tick () the correct answer to each question.Script3. Intensive Listening第13頁(yè)/共82頁(yè) Compare the different meaning of the i

17、talicized words in each of the sentences.4. Language Summary第14頁(yè)/共82頁(yè)Watching 1-Task 1 Match the following guests complaints with the clerks responses.1.C 2.D 3.B 4.A1. Warming-up第15頁(yè)/共82頁(yè)Itchya. 使人發(fā)癢的使人發(fā)癢的Blotch n. 皮膚上的皮膚上的紅斑；疹塊紅斑；疹塊Investigate v. 調(diào)查；審查調(diào)查；審查Source n. 來(lái)源原因；出處來(lái)源原因；出處too itchy to endu

18、re癢得難熬To investigate a problem isindeed to solveit.調(diào)查就是解決問(wèn)題。His confidence was as much a source of Strength as ofdanger.他的信心既是危險(xiǎn)的種子,也一樣是力量的源泉。Blotch printing滿地印花；底色印花第16頁(yè)/共82頁(yè)so far 到目前為止到目前為止right away 立即，馬上立即，馬上other than 而不是而不是So far, youre all tied.到現(xiàn)在為止，你們不分勝負(fù)。The truth is quite other thanwhat

19、you think.事實(shí)真相和你想的完全不同。We are getting busy right away.我們馬上就動(dòng)手干。第17頁(yè)/共82頁(yè) Gloria is complaining to Rose about her products. Watch the video clip and tick () the correct answer to each question.1. What is Glorias complaint about? A. A customer reported the terrible smell of the product. B. A customer

20、is allergic to the product. C. A customer is not happy with the expensive price of the product.2. What is Roses reaction to Glorias complaint? A. She is angry. B. She is excited. C. She is surprised.Script2. Extensive Watching第18頁(yè)/共82頁(yè) Watch the video clip again and fill in the blanks with proper wo

21、rds.Rose reassures Gloria that their products have passed a rigid 1 before they are 2 . As Mannings store has been doing business with TAF for a long time, Gloria has absolute 3 in TAFs inspection work. Rose cannot promise a compensation right away because there may be other 4 causing allergy. She w

22、ill report the case to the 5 immediately.inspectionproducedfaithsourcesProduction DepartmentScript第19頁(yè)/共82頁(yè)4. Language Summary第20頁(yè)/共82頁(yè) Decide which department should be responsible for the following complaints.B C D A E1. Warming-up第21頁(yè)/共82頁(yè)Responsibilityn. 責(zé)任；職責(zé)責(zé)任；職責(zé)Interviewer n. 主持面試者；主持面試者；采訪者采

23、訪者Reaction n. 反應(yīng)；反作用反應(yīng)；反作用Individual a. 個(gè)別的；獨(dú)特的個(gè)別的；獨(dú)特的Accept full responsibility forones error. 對(duì)自己的的錯(cuò)誤負(fù)完全責(zé)任。Public reaction willreinforce it. 社會(huì)反響會(huì)進(jìn)一步增強(qiáng)它的作用。After the age of about thirty they abandon individual ambition.他們一過(guò)三十就放棄了個(gè)人的雄心壯志。The interviewer had driven her intoa corner. 面試主持人把她追問(wèn)得很窘。第22

24、頁(yè)/共82頁(yè)Lightly ad.輕率地；輕輕地輕率地；輕輕地Evidencen. 證據(jù)；證詞證據(jù)；證詞Verify v. 證實(shí)；核實(shí)證實(shí)；核實(shí)keep sb. informed of 把把 及時(shí)通知某人及時(shí)通知某人Such an illegal act should not be treatedlightly. 這樣的違法行為不可等閑視之。.We had to verify the call. 我們必須核實(shí)一下電話。Keep me informed (of/about what happens).有事隨時(shí)通知我。It is a statement inconflict with othere

25、vidence. 這一陳述與其他證詞不一致。第23頁(yè)/共82頁(yè) Rose is discussing how to solve the problem with Dave. Watch the video clip and match the names with the related information.1, 3Script2, 42. Extensive Watching第24頁(yè)/共82頁(yè) Watch the video clip again and tick () the correct answer to each question.1. What will Dave and h

26、is colleagues do before they mass-produce a new product? A. They will design the packaging of the product. B. They will conduct many tests on the product. C. They will conduct many opinion surveys on the product.2. Which of the following is NOT Daves suggestion to Rose? A. Compensate the customer fi

27、rst. B. Ask the customer to stop using the product. C. Ask the customer to provide clinical evidence.Script3. Intensive Watching第25頁(yè)/共82頁(yè)Watching 1-Task 2Review the following sentences concerning complaint investigation.1. Weve received a complaint from a customer who reported.2. Before mass product

28、ion, we have conducted many tests.3. Anyhow, before the cause is confirmed we cant treat it lightly.4. Inform the customer to. Then ask him to. to verify the responsibility.4. Language Summary第26頁(yè)/共82頁(yè)1. Work in pairs. Reorganize the following sentences into the right order and role-play the convers

29、ation between a guest and a hotel receptionist.2 4 6 3 5 1第27頁(yè)/共82頁(yè)2. Work in pairs. Role-play a conversation between Billy Taylor, who is conducting an opinion survey on public transportation, and a passenger in the street. The surveyshould involve the following aspects.第28頁(yè)/共82頁(yè)Sample:A: Excuse me

30、, Sir. My name is Billy Taylor. I am from the City Public Transportation Corp. Would you have time to answer a few questions?B: What is it for?A: We are conducting an opinion survey on whether passengers are happy with the citys public transportation system.B: Well, in that case, I would be glad to.

31、A: Which public transportation do you usually take, bus, ferry or subway?B: I usually take the subway.A: How often do you use/take it?B: I use subway almost everyday.A: Do you think the subway journey is better than by bus?B: Yes, I think so. At least there will be no traffic jams.A: And do you thin

32、k the subway ticket is overpriced?B: Er. The subway is indeed a little more expensive than the bus. But taking its speed and convenience into consideration, I think the ticket is still reasonable.A: Thank you so much! Your opinion is very useful to us.第29頁(yè)/共82頁(yè)Speaking 13. Work in pairs. Complete an

33、d practice the following conversation with your partner in turn.A: Good morning, Flitz Co. After-sales.B: This is Frank Song from ABC Ltd. I am calling to complain about the latest order.A: ?B: We ordered 100 boxes of Herbal Shampoo a month ago. But the goods arrived are 100 boxes of Flora Shampoo.A

34、: ?B: Yes, we do. I will fax the copy of the contract to you now.Whats wrong with it, Mr. Song?Do you have a copy of the contract第30頁(yè)/共82頁(yè)A: .I will inform our Shipping Department right away to see if it is their mistake.B: Im very unhappy with your mistake. !A: Im sorry, Mr. Song, but we cannot mak

35、e a compensation until . I hope you understand that.B: ?A: Im sure tomorrow morning we will give you a satisfying solution.Speaking 1Im terribly sorry for the inconvenienceI demand some compensation immediatelywe are clear it is our responsibilityIn that case, when can I receive your definite answer

36、第31頁(yè)/共82頁(yè)4. Work in pairs. After receiving Mr. Songs complaint, the after-sales clerk calls the Shipping Department to confirm the cause of the mistake. Role-play a conversation between them. The conversation should involve the following aspects.第32頁(yè)/共82頁(yè)Sample:A: Good morning, Flitz Co. Shipping.B:

37、 Good morning. This is Jane from after-sales. I received a complaint from a client, saying the goods he received were not what he ordered.A: Really? How could that happen? Please give me his contract number.B: Its NO. RL34372A: Let me check. Oh, Ive found the record. Yes. We sent 100 boxes of Herbal

38、 Shampoo to Frank Song from ABC Ltd on June 27th.B: But he called to complain that what he received was 100 boxes of Floral Shampoo.A: That cant be. I remember quite clearly that I saw 100 boxes of Herbal Shampoo delivered from the Production Department. Did Mr. Song open the packaging carton?B: He

39、didnt say that.A: Please ask him to open it. The packaging workers may have used the wrong carton to wrap the Herbal Shampoo.B: I see. I will call him now.A: Keep me informed of the latest development.B: OK. I will.第33頁(yè)/共82頁(yè) There are several methods to get feedback from customers. Match them with t

40、he appropriate actions.DABC1. Warming-up第34頁(yè)/共82頁(yè)Deserve v. 值得；應(yīng)該得到值得；應(yīng)該得到Questionnaire n. 調(diào)查問(wèn)卷調(diào)查問(wèn)卷Consumer n. 消費(fèi)者；顧客消費(fèi)者；顧客Flavor n. 香料；風(fēng)味香料；風(fēng)味deservecongratulation應(yīng)當(dāng)受到祝賀We are running your consumer survey now.我們正在忙你的用戶調(diào)查表。It gives our little meals an easternflavor.它給我們的便餐增添了一種東方風(fēng)味。fill out a Questi

41、onnaire填寫(xiě)問(wèn)卷第35頁(yè)/共82頁(yè)Shampoo n. 洗發(fā)劑洗發(fā)劑according to 根據(jù)根據(jù)care about 關(guān)心；在意關(guān)心；在意This shampoo willcure your dandruff.這種洗發(fā)水可除掉頭皮屑。All you care aboutare your clothes and you jewels.你們喜歡的只是服裝和首飾。Everything went according to plan.一切都按計(jì)劃進(jìn)行。第36頁(yè)/共82頁(yè) Rose is presenting a report on customer feedback of the lates

42、t products. Listen carefully and tick ( ) the products mentioned in the report.Script2. Extensive Listening第37頁(yè)/共82頁(yè) Listen to the report again and fill in the blanks with the related percentage.1. customers think TAF should add more flavors to the Shining Toothpaste.2. customers think TAF should im

43、prove the bottle design of the Flora Shampoo.3. customers think TAF should provide more detailed instructions for the shaving cream.4. customers believe that expensive products have better quality.54%27%21%75%Script3. Intensive Listening第38頁(yè)/共82頁(yè)4. Language Summary第39頁(yè)/共82頁(yè)Listening 2-Task 2 If you

44、are invited to a business dinner, how would you respond? List as many expressions as possible. The first one has been given as an example. Acceptance1. Thank you for asking. Its very kind of you. 2. Thats wonderful. Thanks a lot.3. Sounds great! When am I supposed to come?4. Id love to! Thank you fo

45、r inviting me.1. Warming-up第40頁(yè)/共82頁(yè)Listening 2-Task 2 If you are invited to a business dinner, how would you respond? List as many expressions as possible. The first one has been given as an example. Refusal1. Id love to come, but my baby daughter is sick today and I have to be with her.2. Im sorry

46、 I cant make it this time. Thanks anyway.3. Thank you for asking, but Im afraid I cant come. I have already made an appointment with my dentist.4. I do appreciate your asking, but Im on a business trip in Europe right now.1. Warming-up第41頁(yè)/共82頁(yè) Rose is calling her customer Ryan. Listen to the conver

47、sation and decide whether the following statements are true or false. Then write down the key words to support your answers.(1) Rose invites Ryan to an afternoon tea party because Ryan just put a large order with TAF.(2) Ryan gladly accepts Roses invitation.True I think I can manage to come on Satur

48、day.False Rose invites Ryan to the afternoon tea party because she once interviewed him.Script2. Extensive Listening第42頁(yè)/共82頁(yè) Listen to the conversation again and tick () the correct answer to each question.1. When will the afternoon tea party begin? A. At 3:45 Saturday afternoon. B. At 3:30 Sunday

49、afternoon. C. At 3:30 Saturday afternoon.2. What will the guests do first at the tea party? A. Enjoy a wonderful dance show. B. Watch the presentation of the latest products. C. Receive an interview on the latest products.3. What will the guests receive as a gift? A. The latest products. B. A bag of

50、 sample products. C. A bag of nice tea.Script3. Intensive Listening第43頁(yè)/共82頁(yè) I want to know where my ball pen is. I want to know if it is the biggest tree here. I want to know when he will come. I want to know if you are a doctor.4. Language Summary第44頁(yè)/共82頁(yè)Angela: Hello, Im Angela, Im the customer

51、services manager. Would you like to come with me and come and take a seat and you can explain to me ? Alison: Okay, okay, fine. Angela: Can I take your name? Alison: Yes, my names Alison. Angela: Okay. Alison, if youd like to . As I said, I am the customer services manager and Id like to help you. I

52、 understand you are having a few problems. Would you like to just explain from the beginning whats happened? Alison: Well, yes. Ive just come back from one of your holidays. I went to Crete, in Greece, got back last week and . what actually is the problemmake yourself comfortablethe whole thing was

53、a disaster第45頁(yè)/共82頁(yè)Angela: Would you like to just explain from the beginning whats happened? Alison: Well, yes. To start with, when we got to the airport in, in Crete, we had a two-hour wait on the coach, I think there was a delayed flight or something, and and Angela: Right, thats quite possible Al

54、ison: Yes And I just cant work out why you didnt take us to our hotel and then come back to the airport to . Angela: Right, Im sorry for that wait. I dont know what the problem was. You mentioned a delayed flight there. As you can imagine, you probably werent the only family on the coach waiting, an

55、d to to the airport would have been a lot of extra work and they like to try and keep everybody together who are going on the same flight. I can actually look into that for you ferry people to and from resort pick up the people from the delayed flight Listen and fill in the following blanks.第46頁(yè)/共82

56、頁(yè) Match the words in the left column with the appropriate meanings in the right column.1. Warming-up第47頁(yè)/共82頁(yè)Claimn. 索賠索賠Panicv. 驚恐；恐慌驚恐；恐慌Suspect v. 懷疑懷疑Furthera.更多的；更多的；進(jìn)一步的進(jìn)一步的Whats the deadlinefor claim?索賠什么時(shí)候截止？Can you point out the man you suspect?你能把你懷疑的人指出來(lái)嗎？Further argument wont make anyDif

57、ference.再辯論下去也不會(huì)有什么用。Her biggest pride is that,in emergencies,she does not panic.她最大的優(yōu)點(diǎn)是臨危不亂。Assistance n. 幫助；援助幫助；援助He called and called but noone came to hisassistance.他喊了又喊，但沒(méi)有人來(lái)幫忙。第48頁(yè)/共82頁(yè) Rose is calling Gloria. Watch the video clip and decide whether the following statements are true or false

58、. Then write down the key words to support your answers.1. Rose tells Gloria that TAF refuses to compensate the customer.2. Gloria is angry with Roses way of handling her complaint.False Gloria is satisfied with the way Rose handled the complaint.False Rose tells Gloria to verify whose responsibilit

59、y it is before discussing compensation.Script2. Extensive Watching第49頁(yè)/共82頁(yè) Watch the video clip again and tick () the correct answer to each question.1. According to Rose, what may cause the customers allergy? A. The unusual smell. B. The new ingredient. C. The new formula.2. Under what conditions

60、shall TAF compensate the customers loss? A. If he can provide official documents to support his claim. B. If he can show his allergic blotches to support his claim. C. If he can provide his personal identification.3. What do you think Gloria will do next? A. She will remove the TAF products from the

61、 shelf. B. She will ask the customer to stop using the product for the time being. C. She will help the customer get compensation from TAF.Script3. Intensive Watching第50頁(yè)/共82頁(yè)Watching 2-Task 1Review the following sentences, paying special attention to the use of imperative mood.1. No need to panic!2

62、. Remember to ask him to stop using the product.3. Please call me if you need our further assistance.4. Language Summary第51頁(yè)/共82頁(yè)Watching 2-Task 2 Look at the following pictures and tick () those gifts you think are appropriate for clients.1. Warming-up第52頁(yè)/共82頁(yè)Steadily ad. 穩(wěn)定地；穩(wěn)定地；堅(jiān)固地堅(jiān)固地Efficiencyn

63、. 效率；效能效率；效能Continual a.連續(xù)不斷的；連續(xù)不斷的；持續(xù)的持續(xù)的false alarm 虛驚一場(chǎng)虛驚一場(chǎng)He went on working steadily.他繼續(xù)穩(wěn)健地工作。The continual strain aged him.持續(xù)的過(guò)度勞累使他變老了。He was the victim of a false alarm.他受了一場(chǎng)虛驚。Efficiency dependson good organization.高效率依賴于良好的組織。第53頁(yè)/共82頁(yè)on the contrary 相反地相反地all the way 一直；完全地一直；完全地You must

64、betired. On the contrary, I fell wide awake.你一定很累了。相反,我覺(jué)得很清醒。All the way she pondered her problem.一路上她都在思索她的問(wèn)題。第54頁(yè)/共82頁(yè) Rose is visiting Gloria. Watch the video clip and decide whether the following statements are true or false. Then write down the key words to support your answers.1.Gloria is happ

65、y with the way Rose handled her complaint last month.2. Gloria will continue the business with TAF because Rose gives her some gifts.False They will continue their business because TAF produces quality products and they have efficient after-sales service.True You reacted very quickly to the case. We

66、re pleased with that.Script2. Extensive Watching第55頁(yè)/共82頁(yè) Watch the video clip again and fill in the blanks with proper words. ordersatisfiedfalseconfidencevolumeScript3. Intensive Watching第56頁(yè)/共82頁(yè)Watching 2-Task 2Read aloud the following sentences concerning a follow-up visit.1. Im here to see if you are satisfied with our after-sales service concerning your complaint last month.2. Have you had any other complaints?3. So, there is no problem about your order with us next year?4. Ms. Hodge, her