Unit 10-2 Bidding Farewell to Guests（教案） -《旅游情景英语》(高教版·第二版)

Unit 10 Bidding Farewell to Guests 教材名称 《旅游情景英语》（第二版）（高等教育出版社） 教学主题 Unit 10 Bidding Farewell to Guests 本单元围绕离站送客服务展开话题。让学生掌握游程结束时，应提醒游客的注意事项、征求游客意见和建议、致欢送辞、办理登机手续服务的操作规程。通过本单元的学习，学生不仅能使用规范的服务英语对客人提供温馨难忘的离别服务，还能在交流过程中体现良好的服务意识、专业的职业素养和真诚的人文关怀。 课时 6学时，其中3个学时为新知识探究(Theoretical Lessons),3个学时为实践演练（Practical Lessons）。 学情分析 通过前九章的学习，学生对于旅游过程中的对客服务，如何处理游客投诉和突发情况的应对已经有了比较深入的了解。本章节主要以熟练掌握离站送客服务用语和处理各类突发情况为主要教学目的。针对教学对象对于送站服务流程的不了解，可以通过情景对话的学习来掌握；针对离别注意事项知识的缺失，可以通过图片、单词拓展部分来了解；针对欢送辞内容的不了解，可以通过文章范例的细节来分析和探究，再通过表达、测试、练习、讨论、自测等多种教法和学法融会贯通，指引学生参与课堂模拟演练，提升学生离站送客服务的能力水平。 Part Two （第3、4课时） 一、教学内容 Review Display of the Pre-class Work Warming Up Language Focus Key words and phrases Situational Conversations Conversation 2 Practice Extending Conclusion 二、教学目标分析 1.知识目标 （1）学生正确认读并熟记Key words and phrases； （2）学生能够熟练地运用 Key words and phrases； （3）学习并掌握Conversation 2； （4）掌握Discussion 2.能力目标 （1）培养学生运用旅游服务英语的能力，并能顺利完成相关词汇、服务功能句和对话的练习； （2）使学生掌握导游离站送别的工作程序，并能独立、规范的进行操作和英语沟通对客服务； 3.情感目标 通过本次课学习激发学生对旅游服务专业英语的学习兴趣；在师生、生生互动的各种演练中加深情感链接；学生在情感投入、认可教师的基础之上，自发接受与客沟通英语表达和专业知识的学习。 三、教学重点与难点分析 （一）教学重点： 1.掌握并能够熟练运用 Key words and phrases international, see…off, helpful, pity, kind, leave, until, procedure, run into, at once 2.学习并掌握Situational Conversations: Conversation 2 （二）教学难点： 掌握并能够熟练运用以下句型： 1. Welcome to China again. 2. I would be very glad to have the chance of being your guide again. 3. It’s time for you to check in. 4. I will at your service at once. 5. The very best of luck with you. 四、教学策略 1．教学方法 采用Krashen的输入和Swain的输出教学理论，运用情景境教学法、角色扮演法和任务型驱动教学法。 2．学习方法 合作探究、自主学习、小组合作法、头脑风暴和实战演练法。 五、教学环境和教学准备 利用实训室虚实融合的教学环境，采用多媒体课件、多媒体教学设备授课。 六、教学过程 （一）Review 回顾上次课所学知识： 1. Key words and phrases bid, farewell, bid farewell to guests, e-ticket, check, check in, e-ticket self check-in, checked-baggage, security, security check, refund, take off, airport, at the airport, belong, eastern, airline, China Eastern Airline, island, counter, left, on the left, sure, plane, plane ticket, front desk, pleasure, look forward to, board, pass, boarding pass, luggage check, journey 2. Situational Conversations 设置问题： As a tour guide, what should you get ready beforehand when you are going to check in for tourists at the airport? 引领学生探求缘由提出关于办理登机手续遇到的问题，进一步解析问题： (1) What should a tour guide do when he or she is checking in for the tourist who cannot find passport? (2) What should a tour guide do when he or she is checking in for the tourist whose luggage is over-weight? （二）Display of the Pre-class Work展示课前导学成果（导入） 教师与学生互动学习：教师根据上次课设计的办理登机服务情景导学而设置的问题(1) What should a tour guide do when he or she is checking in for the tourist who cannot find passport? (2) What should a tour guide do when he or she is checking in for the tourist whose luggage is over-weight? 和课前要求，通过学生小组内自评、小组间互评、教师评定择优，由学生小组代表讲解、展示。 教师按照激励制度给与小组奖励。以提高学生的信息搜索、小组合作和探究的自主学习能力。 由此引出本次课的学习内容：探究新知环节international, see…off, helpful, pity, kind, leave, until, procedure, run into, at once等词汇的学习。 （三）探究新知 教师活动：采用Krashen的输入教学理论，运用任务型驱动教学法，结合导入环节深入解析。 教师与学生互动学习： 1. Main Words &Expressions international /'ɪntə'næʃnəl/ adj. 国际的 例句：Another is the Pudong International Airport, which is a new airport. see…off 为……送行 例句：Can you wait for me while I see off my friend? helpful /'helpfl/ adj. 给予帮助的，有益的; 愿意帮忙的 例句：I thought she sounded a genuinely caring and helpful person. pity /'pɪtɪ/ n. 怜悯; 同情; 可惜的事; 憾事 kind /kaɪnd/ adj. 仁慈的，体贴的; 友善的，好心的 leave /li:v/ vt. 离开 例句：Please don't leave the airport until we get the checked luggage. until /ən'tɪl/ prep. 到…为止；conj. 直到…才 procedure /prə'si:dʒə(r)/ n. 程序，手续 例句：He is familiar with customs procedure. run into 遇到 例句：The pilot told the control tower that he'd run into technical trouble. at once 立即；立刻 例句：We must start at once. 2. Situational Conversations 教师采用Krashen的输入和Swain的输出教学理论，根据教学内容的内在要求,运用情景境教学法、任务型驱动教学法，引领学生采用头脑风暴和小组探究学习法运用所学的词汇开展情景模拟机场离站送别服务，并通过小组内评、小组间互评、教师择优评比学习效果，提高课堂教学效率，促进教与学。 Conversation 2 Seeing the Guests off at the Airport At the Tianhe International Airport, the tour guide Mr. Wang(A) is seeing his tourists (B) off. B: Mr. Wang, it’s time for us to say goodbye now. Thank you so much. A: You are welcome. It is my pleasure. Welcome to China again. B: I hope so too. You were so nice and helpful that I would like to have you as my tour guide again if I come to China next time. A: thank you! I would be very glad to have the chance of being your tour guide again. B: Well, it’s really a pity to say goodbye now. A: You are so kind. Thanks. Oh, it’s time for you to check in. B: All right. A: This way, please. I won’t leave until you finish all the procedures. If you run into any difficulties, I will at your service at once. B: Fine, thank you. Bye-bye. A: The very best of luck with you. Notes 1. You are welcome. It is my pleasure. Welcome to China again. 您太客气了。这是我的荣幸。欢迎再到中国来。注：送别游客时，向游客再次的邀请体现出东道主的好客热情。 2. Thank you! I would be very glad to have the chance of being your tour guide again. 我非常乐意有机会再次成为您的向导。注：导游得到游客对于自己服务工作的肯定和赞同时，除了表示感谢之外，也要对游客的邀请给予回应。 3. It’s time for you to check in. 现在到了您办理登机手续的时间了。注：一般在起飞前两小时办理登机手续。可以分为柜台办理和电子客票自助办理两种方式。 4. I won’t leave until you finish all the procedures. If you run into any difficulties, I will at your service at once. 直到您办理完所有手续我都不会离开。如果您遇到任何困难，我会马上为您服务。注：送别游客的最后一项工作就是安全送别，如果游客在登机前有任何需要我们提供帮助的地方，我们都要不留余力的为客人解决问题。 Useful Expressions 1. Welcome to China again. 欢迎再到中国来。 2. I would be very glad to have the chance of being your guide again. 我非常乐意有机会再次成为您的向导。 3. It’s time for you to check in. 现在到了您办理登机手续的时间了。 4. I will at your service at once. 我会马上为您服务。 5. The very best of luck with you. 祝您好运。 教师引领学生在模拟离站送别服务情景中学习新知、认知体会、理解吸收,进而掌握有关导游机场送别工作职责的知识。 （四）实战与巩固 教师设置问题和场境。 学生采用合作探究、自主学习法，运用所学知识，模拟实际工作场境，实战演练达到理解、巩固所学内容，实现与岗位知识对接，提升职业能力。 教师通过小组内自评、小组间互评、教师检查来落实学生知识掌握程度，把握学生课堂学习效果。 Task 1: Role-play. Act out the play with your partner according to the following scenes with the given sentence patterns. 1. Useful Expressions (1) Here we are at the airport. (2) Your ticket belongs to … (3) You should go to Island … Counter... It is on the... (4) But be sure to take the passport and plane ticket with you. (5) I’m looking forward to meeting you again! (6) Goodbye. I wish you a pleasant journey. (7) Welcome to China again. (8) I would be very glad to have the chance of being your guide again. (9) It’s time for you to check in. (10) The very best of luck with you. 2. Scenario description and pictures Scenario 2 You are a tour guide and you are seeing tour group off at the airport. 教师引领学生在模拟机场送别的服务情景时，学习新知、认知体会、理解吸收,进而掌握有关导游机场送别的工作职责基础知识。 引领学生进一步巩固所学： Task 2: Complete the following dialogues in English. Ⅰ. A: the Tour Guide, Miss Zhao B: the tourist Mr. Johnson A: ________1________（我们到机场了）. B: Miss Zhao, Where can I get my boarding pass? A:_____2_____（您应该去A区去办理，3号柜台）. It is____3____（在左边）. (After the guest finish check in) A: Now you can board the plane. Mr. Johnson. B: Thank you for all your help, Miss Zhao. A: It’s my pleasure. _________4__________（期待下次的重逢）. B: Me, too. Thanks again for everything. A: Goodbye. _______5_______（祝您旅途愉快）. B: Thank you. Goodbye. Ⅱ. A: the tour guide, Miss Sun B: the tourist B: Miss Sun, it’s time for us to say goodbye now. Thank you so much. A: You are welcome. It is my pleasure. _______1________（欢迎再到中国来）. B: I hope so too. I would like to have you as my tour guide again if I come to China next time. A: thank you! _______2_________（我非常乐意有机会再次成为您的向导）. B: Well, it’s really a pity to say goodbye now. A: You are so kind. Thanks. Oh, __________3_________（现在到了您办理登机手续的时间了）. B: All right. A: This way, please. B: Fine, thank you. Bye-bye. A: ______4______（祝您好运）! Answers for Task 2: Ⅰ.1. Here we are at the airport 2. You should go to Island A Counter 3 3. On the left 4. I’m looking forward to meeting you again 5. I wish you a pleasant journey Ⅱ.1. Welcome to China again 2. I would be very glad to have the chance of being your guide again 3. It’s time for you to check in 4. The very best of luck with you （五）探索与挑战 本模块内容是教师设置离站送客服务的问题，是提升学生职业能力的开放性活动题例，有对本单元已学知识的归纳总结也有对本单元知识学习的延伸和扩展，授课时教师可酌情引导和掌握，引领学生探索离站送别时各类情况处理的基本工作技能，提升学生的应变能力。 此环节探索内容在下次课的导学环节展示。 1. 教学内容Discussion (1) What preparations should be done by the guide before seeing off the guest at the airport? (2) How should the guide see the guests off? (3) If you are a local guide, how would you deal with the flight/train delay of the guests when seeing them off? (4) When and why should the tour guide make a farewell speech? (5) Is a farewell speech important? What should be included in a farewell speech? 学生采用头脑风暴、小组合作探究、自主学习法开展讨论学习，小组间对本单元已学知识的归纳总结和对本单元知识学习的延伸扩展互评讨论的结果，促进挖掘问题学习的深度和广度。 此环节中对(4) When and why should the tour guide make a farewell speech? (5) Is a farewell speech important? What should be included in a farewell speech? 问题探索的内容在下次课的导学环节中由学生代表上台展示。 2. Suggested answers for Discussion供授课教师参考以便更好地引导学生讨论探索： (1) a. keep an eye on the change of weather condition and flight information. b. If there is no delay or cancellation, contact the bus driver to arrange delivery service. (2) a. Collecting guests. b. Making a farewell speech. c. Confirming numbers of the tourists and their baggage. d. Offering help for check-in. (3) a. Find out the cause of the delay through the information desk or broadcast. b. Appease the guests. c. Keep abreast of the delay and inform tourists. d. If the flight was cancelled, it should be reported to the travel agency immediately and make an emergency plan. (4) a. It should be on the way to the airport or train station. b. Because a good farewell speech can show our professional service. (5) Yes. A farewell speech should include: a. Not expressing feelings. b. Review tour itinerary c. Thanks for the tourists d. Ask for guest advice e. Welcome to visit again （六）小结巩固 知识梳理：本单元学习导游机场离站送别服务等基本知识。掌握Key words and phrases和Conversation 2；理解A farewell Speech，掌握The basic knowledge about see off the tourists。主要要求正确认识离站送别服务是游程服务的最后一个重要环节，导游不仅要熟悉并掌握机场办理登机手续的流程，各大航空公司的值机柜台，机场餐饮、卫生间等具体位置，还要提前与游客说明在值机过程中可能出现的行李超重超规、座位安排、手机充电宝、随身行李内物品要求等重要注意事项。送别服务的过程中，导游应给予游客良好的人文关怀、展现优秀的服务意识，竭尽全力为客人解决各种问题，提供优质、温馨、真诚、难忘的送站服务。 （七）布置作业 1.完成本课练习Exercises。 2.小组合作探究、依据探索与挑战环节中的When and why should the tour guide make a farewell speech? 和Is a farewell speech important? What should be included in a farewell speech? 讨论结果，编写一篇在送站大巴上服务游客的对话，并进行情景模拟表演，交流感悟。 七、学生课堂效能自我评价 小组综合考核结果和学生自己的反馈情况，教师给予评定。从中查找教与学中的薄弱环节，及时调整，加强练习。 八、教学反思 本次课程教学主要通过创设情境，仿真模拟训练等教学方式将比较枯燥的知识以灵活动态的形式呈现在学生面前。针对学生开口难、惧怕开口的交流障碍， 用离别送站时可能遇到的各种问题的设想和探究极大调动学生的学习积极性和主动性；通过各类问题的呈现，不仅可以学习到机场值机的各类专业知识还拓展学生的视野。教学环节中采用过程性评估体系以小组自评、小组互评、教师测评等评价手段让学生学会如何自我反思，如何点评他人，在互动中体会与成长。 8 学科网（北京）股份有限公司 $$