Unit 10-3 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 Three （第5、6、7课时） 一、教学内容 Review Display of the Pre-class Work Warming Up Language Focus Key words and phrases Glossary Discussion A farewell speech 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A farewell speech 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）能用服务英语功能句编写离站送别服务情景对话和模拟表演。 3. 情感目标 在本次课编写讨论、答疑解惑情景对话的过程中，师生、生生互动的各种演练中的情感链接加深。通过完善学生的专业知识、提升学生的情感投入、来达到学中做，做中学中所体验到的成功感和满足感。 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 airport tax, departure hall, information counter, receptionist, first class, economic class, sign board, ATM, duty-free shop, terminal building, identification, pay for, charge, regulation, extra, unaccompanied 2. 学习并掌握A farewell speech。 （二）教学难点： 掌握并能够熟练运用Useful Expressions 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Key words and phrases international, see…off, helpful, pity, kind, leave, until, procedure, run into, at once （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：通过学生回顾Discussion环节中各问题的探讨，归纳总结、小组内自评、小组间互评、教师评定择优，学生小组代表讲解、展示上次课扩展与探索Discussion中问题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? 涉及到的内容。 学生展示： 1. When and why should the tour guide make a farewell speech? (1) It should be on the way to the airport or train station. (2) Because a good farewell speech can show our professional service. 2. Is a farewell speech important? What should be included in a farewell speech? Yes. A farewell speech should include: (1) Not expressing feelings. (2) Review tour itinerary (3) Thanks for the tourists (4) Ask for guest advice (5) Welcome to visit again 教师补充总结：Important factors in making a farewell speech to the guests: Thanks to the guests for their help and support during the past few days / weeks. Promise to further improve service quality. Wish to meet and serve them again. 欣赏学习文中范例A farewell speech。 （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 China Eastern Airline 东方航空公司 China Southern Airline 南方航空公司 Air China 国航 airport tax 机场建设费 例句：Exclude airport tax, fuel surcharge and insurance. departure hall 出发大厅，候机厅 information counter 问询柜台 receptionist /rɪˈsepʃənɪst/ n. 接待员 over-sized luggage 超规行李 first class 头等舱 例句：She had never flown first class before. economic class 经济舱 sign board 标牌 例句：A little further and you will see a sign board. ATM 取款机 duty-free shop 免税店 terminal building 候机楼 identification /aɪˌdentɪfɪˈkeɪʃn/ n. 身份证 hand baggage 手提行李 例句：All hand baggage would be x-rayed. fully booked 满员，客满 overweight /ˌəʊvəˈweɪt/ adj. 超重的 例句：If your luggage is overweight, you'll have to pay extra. pay for 付款 例句：Giving up his job was a small price to pay for his children's happiness. charge /tʃɑːdʒ/ n. 费用 regulation /ˌreɡjuˈleɪʃn/ n. 规则，规定 extra /ˈekstrə/ adj. 额外的 unaccompanied /ˌʌnəˈkʌmpənid/ adj. 无人陪伴的 例句：Unaccompanied baggage must is checked in at the airport 24 hour in advance. 2. Useful Expressions in A farewell speech： (1) It’s a fine day today. The flight should be very smooth. (2) You’re still in plenty of time for your plane. (3) Please take your valuables with you. (4) You’re flying on an international airline flight. (5) Stay/keep in touch! (6) Don’t forget to e-mail me! 3. Text of A farewell speech A farewell speech Ladies and gentlemen, Your trip in China will be over soon. Please allow me to take this opportunity to say something by way of a farewell. As an old Chinese saying goes, “There is no banquet without ending.” I must say that I really enjoyed being with you for the last seven days. You are punctual and care for each other and your friendliness has left me a deep impression. Thanks for your support to my job as well as the understanding. I hope to see you again in the future and to be your tour guide next time. I hope you can choose our travel agency again if your travel to China next time. Once again, thank you for your cooperation and support. Have a pleasant journey! Thank you all! Notes: 1. Please allow me to take this opportunity to say something by way of a farewell. 请允许我借此机会向大家道别。 2. As an old Chinese saying goes,“There is no banquet without ending.”正如中国的一句古语：“天下没有不散的筵席”。 3. You are punctual and care for each other and your friendliness has left me a deep impression. 您们的守时、相互关心和友好给我留下了深刻的印象。 4. I hope you can choose our travel agency again if your travel to China next time. 希望您下次来中国旅游还能选择我们旅行社。 5. Once again, thank you for your cooperation and support. 再一次感谢大家的合作和支持。 （四）实战与巩固 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，并对照和修正自己编写的对话和情景模拟表演，查找不足。根据教师设置问题和场境，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 one: Check out your paper comparing with the text. 同学们自行参考以上所学的A farewell speech为背景，编写一篇送机大巴车上服务的情景对话，查找不足。 Task Two: Role-play. Act out the play with your partner. You are a tour guide, is going to take the tourists to the airport. Suggested Answers for task two: Dialogue The tourists (A) are on the bus to the airport. A tour guide(B), is going to send off the guests. B: Good morning. Ladies and Gentlemen! How are you today? A: Fine, good, perfect… B: OK. We are already on our way to the airport, It’s a fine day today. The flight should be very smooth. A: That sounds great…How long can we get to the airport? B: If there is no traffic jam, it will take about 50 minutes? You’re still in plenty of time for your plane. A: Of course. B: Dear friends. Your trip in China will be over soon. Please allow me to take this opportunity to say something by way of a farewell…Once again, thank you for your cooperation and support. Have a pleasant journey! Thank you all! (The tourists clapped) B: Thank you. Ladies and gentlemen, you also need to fill in a feedback form of tourism opinions now. A: Sure, no problem. B: Here you are. And pen, please. A: Thanks. B: Thank you for your advice. We will do better. (55 minutes later) B: OK, we are here. Please take your valuables with you… mobile phone, power bank, iPad, hats and scarves…we will check in on the fourth floor of terminal T3, please follow me. （五）探索与挑战 本模块内容是教师设置离站送别服务的问题，是提升学生职业能力的开放性活动题例，是对本单元所学知识的归纳总结、扩展和应用，授课时教师可酌情引导和掌握，引领学生探索办理登机手续、行李托运、机场送别服务，还有送站大巴上致导游辞的基本工作技能，提升职业素养。 教师引领学生选做离站送别服务的项目实训专题——致导游辞。学生采用头脑风暴、小组合作探究、自主学习法对本单元已学知识进行归纳总结、延伸、扩展讨论，促进挖掘学习的深度和广度。 （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Conversations；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项目实训专题——致导游辞的讨论结果，制作一项项目实训。 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。 1 学科网（北京）股份有限公司 $$