Unit 9-3 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 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 The procedure of handling complaints 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The procedure of handling complaints 2. 能力目标 （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.情感目标 通过本次课学习中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，从而在游客的各类投诉问题上能够换位思考并及时解决。 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 cancellation of part of itinerary, lost passport, traffic accident, being sick, calling the first aid center, first aid techniques, commendation noise, commendation clean, slow service, wrong dish, dirty environment, slack service attitude 2.学习并掌握The procedure of handling complaints （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 restaurant，at a restaurant，complain，dish，spoon, dirty, change, anything, else, anything else （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What are the reasons of the food complaints?和How to apologize to the tourists? Could you say three ways? 涉及到的内容。 学生展示： 1. What are the reasons of the food complaints? (1) Slow service. (2) Tableware. (3) Wrong dish. (4) Dirty environment. (5) Slack service attitude. 2. How to apologize to the tourists? Could you say three ways? (1) I’m sorry to hear that; (2) I’m terrible/ awfully sorry; (3) I'm sorry about what's happened. 教师补充总结：In handling complaints, the tour guide should always be polite and helpful. You should always be ready to hear the guest out without interruption. You should then make a short apology and express you understanding of the guest’s situation or sympathy with the guest. After that the tour guide should take actions quickly to remove their complaints, either by making polite, patient and detailed explanation, or making swift, effective corrections and remedies or reporting the complaints to a superior department. But whatever you intend to do you must keep the guest informed of the measures or actions you plan to take and when you will carry them out. 欣赏学习文中范例The procedure of handling complaints。 （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 cancellation of part of itinerary 压缩行程 lost passport 遗失护照 例句：I've lost my passport, could you help me find it? traffic accident 交通事故 being sick 患病受伤 例句：He was kneeling by the lavatory being violently sick. calling the first aid center 电话给急救中心 first aid techniques 急救技术 commendation noise 住宿噪音 commendation clean 住宿清洁 facility problem 设备问题 repairing equipment 设备维修 mechanical problem 机械故障 例句：The train had stopped due to a mechanical problem. aircraft maintenance 飞机维修 air traffic control 空中管制 late for boarding 登机迟到 bad weather 恶劣的天气 例句: The flight was postponed on account of bad weather. slow service 服务速度慢 tableware /ˈteɪblweə(r)/ n. 餐具 wrong dish 上错菜 例句：I do apologize for giving you the wrong dish. dirty environment 就餐环境差 slack service attitude 服务态度差 2. Text of the procedure of handling complaints The procedure of handling complaints Step 1 Answer and Listen to guests. e.g. What’s the matter with you? Step 2 Apologize and show empathy. I’m awfully sorry. /I’m terribly sorry. / I’m sorry to hear that. I do apologize for that. Step 3 Report to the manager if necessary. Please wait a moment. I will ask our manager come to here right now. Step 4 Offer solutions. Why don’t you…? I suggest… Step 5 Take some measures to make up negligence. That would be on the house. …with our compliments. Step 6 Follow up and check back I will report to our manager and reply to you with in two days. Notes: 1. Answer and Listening to guests. 询问并倾听。注：遇到客人投诉，主动询问之后，首先要学会耐心倾听游客投诉的内容。在倾听的过程中多使用理解性的言语，尽量站在游客的立场来处理。 2. Apologize and show empathy道歉并安慰。注：不管事情对错，主动表示抱歉，并及时抚慰游客的情绪，避免事态扩大。 3. Report to the manager if necessary如有必要报告经理。注：在自己不能处理的情况之下，及时上报相关负责人，以体现对游客的尊重和对投诉的重视。 4. Offer solutions提供解决办法。注：及时提供方法来解决问题，并力求和游客的要求达成一致。 5. Take some measures to make up negligence采取措施弥补过失。注：当场采取有效措施，尽力弥补过错导致客人的误解或愤怒。如有必要可以赠送鲜花、水果等礼物或者给予一定价格的折扣。 6. Follow up and check back跟进并核实。问题得到有效的解决之后，跟进结果并核实，有必要进行存档处理，以避免下一次同样问题的投诉。 （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The procedure of handling complaints为依据， 编写一篇处理游客投诉的情景对话，查找不足。 Task Two: Role-play. Act out the play with your partner. You are a local guide, is going to deal with complaining about the room not cleaned. Suggested Answers for task two: Dialogue A local guide (A), is at the door of the guest’s room with the housekeeping supervisor(C). The guest (B) found the room untidy when he came back and he called the room-cleaning service, but nobody cleaned the room after 40 minutes. C: Housekeeping. May I come in? B: Come in, please A: I'm terribly sorry for the inconvenience. This is the housekeeping supervisor. B: You know my room hasn't been cleaned when I came back. And I called the housekeeping for cleaning, but nobody appeared. I don’t know what has happened. A: I’m sorry about it. C: I do apologize for it. I's our fault. 2 housekeepers are waiting outside your room. They will clean the room for you now. I'll be here while they are doing the cleaning. And your room will be done in 7-8 minutes. B: All right. (The two housekeepers are cleaning the room as quickly as they can. The housekeeper brought a basket of fruit and an apology card) A: Madam, here are some fruits with our compliments. Thank you for your kindness and waiting. B: That would be nice. (8 minutes later) A: Your room Is done now. Anything else we can do for you? B: No thanks. C: Thank you again for your kindness. Good night B: Good night. （五）探索与挑战 本模块内容是设置旅游处理投诉的实训案例，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，引领学生探索旅游过程中各类无法预知的投诉案例，并能关注游客投诉时内在心理需求，运用正确的处理程序及时解决问题。 教师引领学生选做处理游客投诉的项目实训专题——住宿清洁投诉。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：本单元学习航班延误、餐饮食物、住宿卫生服务投诉处理等基本知识。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、依据探索与挑战环节中的项目实训专题——住宿卫生投诉的讨论结果，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， 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 $$