1.2 Workplace Manners（Reading and Writing 1）-《英语 服务类职业模块》（高教版第三版）《一课一练》（原卷版+解析版）

**基本信息** 中职英语服务类职业模块Unit 1同步练，通过课前预习与课堂检测分层设计，构建词汇-短语-句子-语篇的知识巩固路径，提升语言能力与思维品质，适配湖南中职学情及对口升学需求。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇（8题）、重点短语（8题）、课文难句（3题）|通过词汇拼写、短语匹配、句子翻译夯实基础，培养自主预习的学习能力| |课堂检测|词汇应用（10题单选）、语篇理解（5题阅读判断）|以单选考查词汇语境运用，阅读判断提升语篇分析与逻辑推理的思维品质，衔接升学考法|

编写说明：基于湖南中职学生英语基础薄弱、语境迁移能力有待提升的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造湖南专用《英语 服务类职业模块》（高教版第三版）《一课一练》，专辑共40练，完全对接湖南对口升学考法。 　　本卷为《英语 服务类职业模块》（高教版第三版）Unit 1 Workplace Manners（Reading and Writing 1）的课前预习与课堂检测。 《英语 服务类职业模块》（高教版第三版） Unit 1 Workplace Manners 一课一练（2） Reading and Writing 1 【课前预习】 一、核心词汇检测 1.v. 迎接____ 2.v. 注意到____ 3.adv. 专心地____ 4.v. 打断____ 5.n. 语气____ 6.v. 道歉____ 7.n. 解决方案____ 8.n. 反馈____ 【答案】1.greet 2.notice 3.attentively 4.interrupt 5.tone 6.apologize 7.solution 8.feedback 二、课文重点短语 1.with a smile____ 2.feel valued and important____ 3.listen attentively____ 4.handle complaints____ 5.calm down____ 6.in a helpful manner____ 7.find a timely solution____ 8.on a positive note____ 【答案】1.微笑着 2.感到被重视且重要 3.专心倾听 4.处理投诉 5.镇定下来 6.以有帮助的方式 7.找到及时的解决方案 8.以积极的基调 三、课文难句翻译 1.Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. 译文：以快速、友好且有帮助的方式服务顾客，他们就会再次光顾。 2.Interrupting shows disrespect and never improves the relationship. 译文：打断别人表现出不尊重，而且从来不会改善关系。 3.Making customers feel appreciated, even in the face of cancellation, determines whether they will recommend you to friends and colleagues. 译文：即使面对取消订单，也要让顾客感到被感谢，这决定了他们是否会把你推荐给朋友和同事。 【课堂检测】 一、词汇单选（10题） 1.A good waiter should ______ every guest with a warm smile. A. greet B. grade C. guard D. grow 【答案】A 【解析】greet意为“迎接；问候”，与guest和smile构成服务接待语境。故选A。 2.The manager asked us to listen ______ when customers describe their problems. A. active B. attentively C. attractive D. attention 【答案】B 【解析】修饰动词listen应用副词attentively，表示“专心地”。故选B。 3.Never ______ a customer while he is explaining a complaint. A. introduce B. interview C. interrupt D. invent 【答案】C 【解析】interrupt意为“打断”，符合顾客说明投诉时不能插话的语境。故选C。 4.A friendly ______ can make difficult service talks less stressful. A. tone B. topic C. tool D. tour 【答案】A 【解析】tone意为“语气”，friendly tone表示友好的语气。故选A。 5.If the hotel makes a mistake, the clerk should ______ sincerely. A. appear B. apply C. argue D. apologize 【答案】D 【解析】apologize意为“道歉”，与makes a mistake和sincerely搭配。故选D。 6.The team needs a timely ______ to the customer's problem. A. solution B. situation C. suggestion D. schedule 【答案】A 【解析】solution to...意为“……的解决方案”，搭配准确。故选A。 7.Useful ______ from customers helps the service center improve its work. A. feeling B. feedback C. feature D. friendship 【答案】B 【解析】feedback意为“反馈”，能帮助改进服务。故选B。 8.The new worker tried to ______ a calm voice during the complaint. A. mention B. maintain C. manage D. measure 【答案】B 【解析】maintain意为“保持”，maintain a calm voice符合语境。故选B。 9.The sign at the door ______ that the office is closed at 5:30 p.m. A. includes B. invites C. indicates D. improves 【答案】C 【解析】indicate意为“表明；显示”，主语sign符合提示信息语境。故选C。 10.His patient service left a ______ note on the visiting customers. A. possible B. positive C. personal D. powerful 【答案】B 【解析】positive note意为“积极印象；积极基调”，符合服务评价语境。故选B。 二、阅读判断 Good workplace manners begin before a customer asks for help. In a busy service hall, a worker may meet many people in one morning, but each customer hopes to be noticed and valued. A simple welcome, a natural smile and clear eye contact can make the first minute easier for both sides. These small actions show that the worker is ready to serve, not just ready to finish a task. If the customer is elderly or nervous, the worker may also slow down and repeat the key information politely. Listening is another important part of good service. Some customers ask about prices, schedules or rules many times because they are nervous or do not understand the information clearly. If a worker interrupts them or answers too quickly, the customer may feel disrespected. A patient worker listens first, checks the real need, and then gives a short and useful answer. This habit can prevent small misunderstandings from becoming serious complaints. Complaints are more difficult, but they also give workers a chance to build trust. When a customer is unhappy, the worker should calm down, keep a friendly tone, and apologize if the service has caused trouble. Then the worker needs to find a timely solution instead of making excuses. Honest words and efficient action are better than empty promises, especially when time is limited. The last moment is also valuable. Saying goodbye politely and asking for feedback can leave a positive note. Customers may forget a product, but they often remember how they were treated. Good manners are not extra work; they are part of professional service. （词数：266） 11.A natural smile and clear eye contact can help start service communication. 【答案】T 【解析】第一段提到“A simple welcome, a natural smile and clear eye contact can make the first minute easier”，说明自然微笑和眼神交流有助于开始服务沟通。 12.Answering before a customer finishes speaking always shows professional confidence. 【答案】F 【解析】第二段指出打断顾客或回答过快会让顾客感到不被尊重，因此该说法错误。 13.When customers complain, workers should first make excuses to protect themselves. 【答案】F 【解析】第三段强调要镇定、保持友好语气、道歉并及时解决，而不是找借口。 14.Goodbyes and feedback are useful parts of workplace manners. 【答案】T 【解析】最后一段提到礼貌告别和询问反馈能留下积极印象，说明其属于职场礼仪的重要部分。 15.The passage mainly tells workers how to sell products at a lower price. 【答案】F 【解析】全文围绕服务中的职场礼仪展开，包括问候、倾听、投诉处理和告别，并非讨论低价销售。 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $ 编写说明：基于湖南中职学生英语基础薄弱、语境迁移能力有待提升的学情特点，为提升学习效率，落实课前、课中、课后教学闭环，本专辑依据最新《中等职业学校英语课程标准》，打造湖南专用《英语 服务类职业模块》（高教版第三版）《一课一练》，专辑共40练，完全对接湖南对口升学考法。 　　本卷为《英语 服务类职业模块》（高教版第三版）Unit 1 Workplace Manners（Reading and Writing 1）的课前预习与课堂检测。 《英语 服务类职业模块》（高教版第三版） Unit 1 Workplace Manners 一课一练（2） Reading and Writing 1 【课前预习】 一、核心词汇检测 1.v. 迎接____ 2.v. 注意到____ 3.adv. 专心地____ 4.v. 打断____ 5.n. 语气____ 6.v. 道歉____ 7.n. 解决方案____ 8.n. 反馈____ 二、课文重点短语 1.with a smile____ 2.feel valued and important____ 3.listen attentively____ 4.handle complaints____ 5.calm down____ 6.in a helpful manner____ 7.find a timely solution____ 8.on a positive note____ 三、课文难句翻译 1.Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. 2.Interrupting shows disrespect and never improves the relationship. 3.Making customers feel appreciated, even in the face of cancellation, determines whether they will recommend you to friends and colleagues. 【课堂检测】 一、词汇单选（10题） 1.A good waiter should ______ every guest with a warm smile. A. greet B. grade C. guard D. grow 2.The manager asked us to listen ______ when customers describe their problems. A. active B. attentively C. attractive D. attention 3.Never ______ a customer while he is explaining a complaint. A. introduce B. interview C. interrupt D. invent 4.A friendly ______ can make difficult service talks less stressful. A. tone B. topic C. tool D. tour 5.If the hotel makes a mistake, the clerk should ______ sincerely. A. appear B. apply C. argue D. apologize 6.The team needs a timely ______ to the customer's problem. A. solution B. situation C. suggestion D. schedule 7.Useful ______ from customers helps the service center improve its work. A. feeling B. feedback C. feature D. friendship 8.The new worker tried to ______ a calm voice during the complaint. A. mention B. maintain C. manage D. measure 9.The sign at the door ______ that the office is closed at 5:30 p.m. A. includes B. invites C. indicates D. improves 10.His patient service left a ______ note on the visiting customers. A. possible B. positive C. personal D. powerful 二、阅读判断 Good workplace manners begin before a customer asks for help. In a busy service hall, a worker may meet many people in one morning, but each customer hopes to be noticed and valued. A simple welcome, a natural smile and clear eye contact can make the first minute easier for both sides. These small actions show that the worker is ready to serve, not just ready to finish a task. If the customer is elderly or nervous, the worker may also slow down and repeat the key information politely. Listening is another important part of good service. Some customers ask about prices, schedules or rules many times because they are nervous or do not understand the information clearly. If a worker interrupts them or answers too quickly, the customer may feel disrespected. A patient worker listens first, checks the real need, and then gives a short and useful answer. This habit can prevent small misunderstandings from becoming serious complaints. Complaints are more difficult, but they also give workers a chance to build trust. When a customer is unhappy, the worker should calm down, keep a friendly tone, and apologize if the service has caused trouble. Then the worker needs to find a timely solution instead of making excuses. Honest words and efficient action are better than empty promises, especially when time is limited. The last moment is also valuable. Saying goodbye politely and asking for feedback can leave a positive note. Customers may forget a product, but they often remember how they were treated. Good manners are not extra work; they are part of professional service. （词数：266） 11.A natural smile and clear eye contact can help start service communication. 12.Answering before a customer finishes speaking always shows professional confidence. 13.When customers complain, workers should first make excuses to protect themselves. 14.Goodbyes and feedback are useful parts of workplace manners. 15.The passage mainly tells workers how to sell products at a lower price. 原创精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $