Unit 9-1 Handling Complaints（教案） -《旅游情景英语》(高教版·第二版)

Unit 9 Handling Complaints 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 9 Handling Complaints 教学主题分析：本单元围绕游客在旅行过程中投诉事件展开话题。让学生掌握处理旅客投诉的操作规程。通过本单元的学习，学生不仅能使用规范的投诉流程为客人提供专业化建议并及时解决问题，还能在沟通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 7学时，其中3个学时为新知识探究(Theoretical Lessons),4个学时为实践演练（Practical Lessons）。 学情分析 通过前八章的学习，学生对于旅行过程中的食住行游购娱等对客服务已经有了比较深入的了解。本章节主要以熟练掌握处理投诉事件服务用语和关注游客心理体验为主要教学目的。针对教学对象对于投诉流程的不了解，可以通过投诉六步处理步骤深入学习；针对各类投诉类型知识的缺失，可以通过图片展示和情景对话中的练习来了解；针对不同旅客投诉心理各异的知识欠缺，可以通过教师分析各类投诉类型和对应旅客心理探究，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，提升学生处理投诉问题的能力。 Part one （第1、2课时） 一、教学内容 Pre-class Work Warming Up Language Focus Key Words and Phrases Situational Conversations Conversation 1 Practice Extending Conclusion 二、教学目标分析 1．知识与技能目标 （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 1 2.过程与方法目标 （1）培养学生运用处理投诉服务英语的能力，并能顺利完成相关词汇、服务功能句和对话的练习； （2）使学生掌握处理投诉中的服务流程、各类投诉的不同处理方式，并能独立、规范的进行操作和英语沟通对客服务； （3）通过同伴（同桌）、小组团队协作等方式，培养学生自主探究、合作学习的能力。 3.情感、态度与价值观目标 通过本次课学习中采用的教法和学法激发学生对酒店专业英语的学习兴趣；各类旅游投诉案例的多样化、不确定和不可抗因素分析提升学生的课堂热情；在师生、生生互动的各种演练中加深情感链接，提升学生的共情能力；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，从而达到本次课的学习目标。 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 handle, complaint, handling complaint, transportation, accommodation, entertainment, lobby, explain, delay, delayed flight, happen, matter, reception, reception desk, staff, due, due to, control, air traffic control, arrive, arrive in, within, awfully 2.学习并掌握Situational Conversations: Conversation 1 （二）教学难点： 掌握并能够熟练运用以下句型： 1. We have the tickets for the 9:00 flight to Guilin. 2. I’m afraid the flight has been delayed. 3. I will ask the reception desk for it. 4. The flight had been delayed due to the air traffic control. 5. Why don’t you look around the shops or gather your baggage? 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）Pre-class Work课前导学 教师活动：课前要求课下预习 How to deal with guest complaints during the trip? And What are the types of complaints? 设置问题： 1. Do you have any flight or high-speed rail delays during your trip? what are your expectations? 2. Do you have the experience of waiting for food during the journey? What would you do? 3. As a tour guide, what should you do when the guest complains about fight delays? 学生活动：学生根据预习导学案，采用合作探究、自主学习、小组合作法上网查询、收集整理上课相关信息。 通过小组内自评、小组间互评、教师评定择优，以小组为单位学生在课前五分钟展示预习成果。 1. Various situations that guests may complain about during the journey: lost items, sudden illness, room equipment failure, accommodation noise, catering complains, travel changes, children’s ticket replacement, injury and fall, terrible weather, traffic accident, etc. 2. The students should know the procedure of handling complaints: Step 1 Answer and Listen to guests. Step 2 Apologize and show empathy. Step 3 Report to the manager if necessary. Step 4 Offer solutions. Step 5 Take some measures to make up negligence. Step 6 Follow up and check back. 3. Psychological needs of guest complaints: Looking forward to solving the problem. Yearning the respect. Hoping for compensation. Venting your dissatisfaction. （二）Lead-in导入或Warming Up热身 教师活动： 教师根据学生展示成果及课件图片， 引领学生探求缘由提出关于投诉处理的问题，进一步解析问题： As a tour guide, what should you do when the guest complains about flight delays? 学生活动：配合课件导入探究新知环节词汇的学习：cancellation of part of itinerary, lost certificate, traffic accident, accommodation noise, bad weather dirty environment （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 handle, complaint, handling complaint, transportation, accommodation, entertainment, lobby, explain, delay, delayed flight, happen, matter, reception, reception desk, staff, due, due to, control, air traffic control, arrive, arrive in, within, awfully handle /ˈhændl/ vt. 处理，管理 complaint /kəmˈpleɪnt/ n. 抱怨，投诉 handling complaint 处理投诉 transportation /ˌtrænspɔːˈteɪʃn/ n. 运输 accommodation /əˌkɒməˈdeɪʃn/ n. 住处 entertainment /ˌentəˈteɪnmənt/ n. 消遣，娱乐 lobby /'lɒbɪ/ n. 门厅，大厅；休息室 explain /ɪk'spleɪn/ vt. & vi. 讲解，解释 例句：I had met him to explain what we had in mind. delay /dɪ'leɪ/ n. 延迟，拖延vt. 延期，耽搁； vi. 延缓 delayed flight 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 例句：That is, that you will act in this dismal matter by my advice. reception /rɪ'sepʃn/ n. 接待； 欢迎 reception desk 接待处 staff /stɑ:f/ n. 职员，员工 due /dju:/ adj. 由于 due to 由于，因为 例句：Unfortunately, due to unforeseen circumstances, this year’s show has been cancelled. traffic /'træfɪk/ n. 交通 control /kən'trəʊl/ vt. 控制；管理； 限制 traffic control 空中管制 arrive /ə'raɪv/ vi. 到达 arrive in抵达，到达 within /wɪ'ðɪn/ adv. 在内；prep. 在…内 例句：Within 20 minutes, there will be an announcement on the radio. awfully /'ɔ:fli/ adv. 极度地 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候机航班延误的投诉处理，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 1 Explaining to a Guest about the Delayed Flight In the airport lobby, a tour guide Miss Zhao (A) is explaining to Mrs. Taylor(B) about the delayed flight. B: Miss Zhao，We have the tickets for the 9:00 flight to Guilin. But it’s 9:00. What’s happened? A: I’m afraid the flight has been delayed. Mrs. Taylor. B: really? What’s matter? A: I’m not sure, but I will ask the reception desk for it. (Ten minutes later) A: Mrs. Taylor. The staff here told me that the flight had been delayed due to the air traffic control. B: Oh, it’s terrible. Did they say when the flight will arrive in? A: Within two hours. B: Oh, that’s a piece of bad news. A: I’m awfully sorry. But why don’t you look around the shops or gather your baggage? B: Mm. That is a good idea. I just want to have a look around there. A: OK. Notes 1. I’m afraid the flight has been delayed. 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. I will ask the reception desk for it. 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。 3. The staff here told me that the flight had been delayed due to the air traffic control. 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. Why don’t you look around the shops or gather your baggage? 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。 Useful Expressions 1. We have the tickets for the 9:00 flight to Guilin. 我们是9:00飞往桂林的航班。 2. I’m afraid the flight has been delayed. 恐怕航班延误了。 3. I will ask the reception desk for it. 我马上到接待处问问。 4. The flight had been delayed due to the air traffic control. 航班由于空中管制而延误。 5. Why don’t you look around the shops or gather your baggage? 为什么您们不到商店逛逛或者整理一下行李？ 教师引领学生在模拟机场候机航班延误处理投诉的服务情景中学习新知、认知体会、理解吸收,进而掌握有关导游处理投诉工作职责的知识。 （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) We have the tickets for the 9:00 flight to Guilin. (2) I’m afraid the flight has been delayed. (3) I will ask the reception desk for it. (4) The flight had been delayed due to the air traffic control. (5) Why don’t you look around the shops or gather your baggage? (6) How is your meal? (7) Let me ask the waiter. Please wait a moment. (8) But last two dishes will be ready within seven or eight minutes. (9) I will change it for you right now. (10) Anything else? 2. Scenario description and pictures Scenario 1 Mr. White, a tourist, is now complaining about the delayed flight to the tour guide at the airport. 教师引领学生在模拟机场候机航班延误处理投诉的服务情景中学习新知、认知体会、理解吸收,进而掌握有关导游处理游客投诉的工作职责基础的知识。 Task 2: Complete the following dialogues in English. Ⅰ. A: the tour guide, Mr. Sun. B: a tourist, Mrs. Brown. B: Excuse me, Mr. Sun I have been waiting here for an hour. Our flight should be arrived half an hour ago. A: Yes. ___________1____________（我们是11:20飞往西安的机票）. B: What’s up? A: __________2_____________（恐怕航班延误了）. B: Why? A: Wait a moment. __________3____________（我马上到接待处问问）. B: OK. A: The staff here told me that____4_____（由于空中管制而导致的航班延误）。 B: Oh, it’s terrible. When exactly will the flight arrive in? A: I’m afraid about two hours. So____________5___________（为什么你们不到商店逛逛或者整理一下行李）？ B: I suppose I have to. A: Please pay attention to the announcement. B: No problem. Ⅱ. A: the tour guide, Miss Zhou B: the tourist, Mrs. Wilson A: Excuse me. ___________1_____________（餐怎么样）？ B: Miss Zhou. I need to talk with you. A: What’s matter? Mrs. Wilson. B: The dish is cold and this glass is broken. A: I’m terribly sorry. I’ll bring you a new one. About dish, _______2_______ （我去问问服务员。请稍等一会）. B: OK. A: Mrs. Wilson, would you like it cooked a little more? Or_______3________ （马上为您换另外一个菜）？ B: That is OK. I would like it cooked again. A: Thanks. You are so kind. ________4________（还有别的需要吗）？ B: It’s OK. （五）探索与挑战 本模块内容是提升学生职业能力的开放性活动，是本次课堂知识的延伸和扩展，授课时教师可酌情引导。教师可设置下个单元客人投诉餐饮问题案例导游处理的情景导学，内容可以拓展到对于各类投诉案例的学习，引领学生课下探索各类投诉案例处理的基本工作技能，提升应对各类突发情况的灵活处理能力。 此环节探索内容在下次课的导学环节展示。 1. How should tour guides deal with guests’ complaints that the dishes are slow? 2. How should tour guides deal with guests’ complaints that the tableware is worn out? （六）小结巩固 知识梳理：本单元学习机场候机航班延误处理投诉等基本知识。掌握Key words and phrases和Conversations；理解The procedure of handling complaints，掌握The basic knowledge about the service of handling complaints。主要要求正确认识处理客人投诉案例的核心是为客人及时解决问题。在与客沟通、第三方协调的自我定位上要准确；悉知各类投诉情况下的不同处理措施；了解各类旅客投诉心理需求；把控投诉处理进展节奏。沟通处理过程中还要对于游客给予良好的人文关怀、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、真诚的服务。 （七）布置作业 1.完成本课练习Exercises。 2.小组合作探究、预习探索与挑战环节中的 (1) How should tour guides deal with guests’ complaints that the dishes are slow? (2) How should tour guides deal with guests’ complaints that the tableware is worn out? 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， 教学中呈现形式多样的投诉案例极大调动学生的学习积极性和主动性；增加旅客投诉环节服务心理学的内容可拓展学生的视野，提高学生处理问题能力。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 $$