1.3 Workplace Manners（Reading and Writing 2）-《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** 本练习针对中职英语服务类职业模块，采用“课前预习-课堂检测”分层设计，通过词汇变形夯实基础，结合职场情境阅读理解与应用文写作提升综合语言运用能力，适配湖南对口升学考法。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|词汇变形（动词-名词、形容词-副词等词性转换）|8题词汇变形强化基础词汇应用，聚焦语言能力中的词汇理解与转换| |课堂检测|语篇理解（职场情境阅读）、应用文写作（实习礼仪书信填空）|以酒店服务案例阅读理解（5题）培养思维品质中的信息提取能力，应用文填空（10空）结合实习场景提升语言输出能力，体现职业模块特色|

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 2）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（3） Reading and Writing 2 【课前预习】 一、词汇变形 1.____ v. 迎接 → ____ n. 问候 2.____ v. 注意到 → ____ adj. 显著的；明显的 3.____ adj. 有帮助的 → ____ n. 帮助 4.____ v. 道歉 → ____ n. 道歉 5.____ adj. 有价值的 → ____ n. 价值 6.____ v. 推荐 → ____ n. 推荐 7.____ adj. 积极的 → ____ adv. 积极地 8.____ v. 决定 → ____ n. 决定 【答案】1.greet→greeting 2.notice→noticeable 3.helpful→help 4.apologize→apology 5.valuable→value 6.recommend→recommendation 7.positive→positively 8.determine→decision 【课堂检测】 一、阅读理解 Linda is a new clerk at a hotel service center in Changsha. On her first day, she thought good service meant speaking quickly and finishing every order as soon as possible. However, an older colleague named Ms. Zhou reminded her that speed was only one part of service. Customers also needed respect, patience and clear information. A worker who only wants to be fast may miss the real problem behind a guest's words. One afternoon, a guest came to the desk with an angry face. He said his room was not ready, though he had booked it three days earlier. Linda wanted to explain at once, but Ms. Zhou gently stopped her and asked the guest to sit down first. She listened to the whole complaint, repeated the key problem, and apologized for the delay. Her calm tone made the conversation less tense. Then Ms. Zhou checked the system and found that the guest's name had been entered incorrectly. She quickly arranged another clean room and offered a free cup of tea while the guest waited. Linda noticed that the guest's voice became softer after he felt heard and respected. The guest even said that mistakes were acceptable when workers were honest and helpful. At the end of the day, Ms. Zhou told Linda, “Workplace manners are not beautiful words on the wall. They are the way we solve real problems.” Linda wrote three notes in her notebook: greet warmly, listen before answering, and act honestly. From then on, she understood that good manners could turn a difficult moment into a chance to win trust. （词数：265） 1.What did Linda think good service meant at first? A. Speaking quickly and finishing orders fast. B. Smiling without solving any problem. C. Asking guests to wait for a long time. D. Writing beautiful words on the wall. 【答案】A 【解析】细节理解题。第一段提到Linda起初认为good service meant speaking quickly and finishing every order as soon as possible，故选A。 2.Why was the guest angry that afternoon? A. He lost his passport. B. His room was not ready. C. He disliked Changsha. D. His colleague interrupted him. 【答案】B 【解析】细节理解题。第二段说明客人说his room was not ready，though he had booked it three days earlier，故选B。 3.What did Ms. Zhou do before checking the system? A. She offered a free dinner. B. She asked Linda to leave. C. She listened and apologized. D. She changed the hotel rule. 【答案】C 【解析】细节理解题。第二段提到Ms. Zhou listened to the whole complaint, repeated the key problem, and apologized，故选C。 4.What can we learn from the guest's change? A. Guests only care about free tea. B. Fast speaking solves every problem. C. Wrong names are not serious mistakes. D. Feeling heard can reduce anger. 【答案】D 【解析】推理判断题。第三段提到客人感到被倾听和尊重后声音变柔和，由此可知被倾听能缓解不满。故选D。 5.What is the best title for the passage? A. A New Hotel in Changsha B. How to Book a Clean Room C. Manners That Win Trust D. Linda's Free Cup of Tea 【答案】C 【解析】主旨大意题。全文通过Linda学习处理投诉的经历说明职场礼仪能赢得信任，C项最能概括主旨。故选C。 二、应用文填空写作 以下是李华写给英国朋友Tom的一封信，介绍酒店服务实习中的职场礼仪。请根据括号里的中文信息将内容补充完整。 Dear Tom, I am glad to hear that you will have a short workplace practice in a hotel next month. Since you asked me about service manners, I would like to share several useful ideas with you. They are simple, but they can help you avoid many common mistakes and leave a professional first impression. In service work, people often remember how you treat them more clearly than what you say. First, remember to ____6____ (迎接) guests with a warm smile. A simple “Good morning” or “Welcome” can make guests feel ____7____ (注意到) when they arrive. You should also make proper ____8____ (目光交流), especially when you talk with foreign guests. It shows that you are friendly and ready to help. If guests look tired, speak more slowly and give clear directions. If they carry heavy bags, ask whether they need help before touching anything. Second, listen ____9____ (专心地) before you answer. Some guests may ask about room prices, breakfast time or transportation again and again. Do not ____10____ (打断) them, even if you already know the answer. Patient listening helps you understand their real needs and avoid mistakes. It also makes guests feel respected. Third, handle ____11____ (投诉) in a helpful manner. If a guest is unhappy, keep ____12____ (镇定的) and use a caring tone. You may apologize first and then offer a timely ____13____ (解决方案). Never make empty promises, because ____14____ (诚实) is part of good service. Finally, say goodbye politely and ask for ____15____ (反馈). Their comments can help you improve your work. I believe these manners will help you become a trusted service worker. Yours, Li Hua 【答案】6.greet 7.noticed 8.eye contact 9.attentively 10.interrupt 11.complaints 12.calm 13.solution 14.honesty 15.feedback 【导语】本文是一封建议信，介绍酒店服务实习中应注意的职场礼仪。 【6题详解】考查动词。句意：首先，记得用温暖的微笑迎接客人。remember to do sth.后接动词原形，故填greet。 【7题详解】考查非谓语动词。feel noticed表示“感到被注意到”，过去分词作表语，故填noticed。 【8题详解】考查名词短语。eye contact意为“目光交流”，作make的宾语，故填eye contact。 【9题详解】考查副词。修饰listen应用副词attentively，故填attentively。 【10题详解】考查动词。Do not后接动词原形，故填interrupt。 【11题详解】考查名词复数。complaint为可数名词，此处泛指多种投诉，用复数complaints。 【12题详解】考查形容词。keep calm意为“保持镇定”，故填calm。 【13题详解】考查名词。offer a timely solution意为“提供及时的解决方案”，故填solution。 【14题详解】考查名词。honesty作主语，意为“诚实”，故填honesty。 【15题详解】考查名词。ask for feedback意为“征求反馈”，故填feedback。 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 2）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（3） Reading and Writing 2 【课前预习】 一、词汇变形 1.____ v. 迎接 → ____ n. 问候 2.____ v. 注意到 → ____ adj. 显著的；明显的 3.____ adj. 有帮助的 → ____ n. 帮助 4.____ v. 道歉 → ____ n. 道歉 5.____ adj. 有价值的 → ____ n. 价值 6.____ v. 推荐 → ____ n. 推荐 7.____ adj. 积极的 → ____ adv. 积极地 8.____ v. 决定 → ____ n. 决定 【课堂检测】 一、阅读理解 Linda is a new clerk at a hotel service center in Changsha. On her first day, she thought good service meant speaking quickly and finishing every order as soon as possible. However, an older colleague named Ms. Zhou reminded her that speed was only one part of service. Customers also needed respect, patience and clear information. A worker who only wants to be fast may miss the real problem behind a guest's words. One afternoon, a guest came to the desk with an angry face. He said his room was not ready, though he had booked it three days earlier. Linda wanted to explain at once, but Ms. Zhou gently stopped her and asked the guest to sit down first. She listened to the whole complaint, repeated the key problem, and apologized for the delay. Her calm tone made the conversation less tense. Then Ms. Zhou checked the system and found that the guest's name had been entered incorrectly. She quickly arranged another clean room and offered a free cup of tea while the guest waited. Linda noticed that the guest's voice became softer after he felt heard and respected. The guest even said that mistakes were acceptable when workers were honest and helpful. At the end of the day, Ms. Zhou told Linda, “Workplace manners are not beautiful words on the wall. They are the way we solve real problems.” Linda wrote three notes in her notebook: greet warmly, listen before answering, and act honestly. From then on, she understood that good manners could turn a difficult moment into a chance to win trust. （词数：265） 1.What did Linda think good service meant at first? A. Speaking quickly and finishing orders fast. B. Smiling without solving any problem. C. Asking guests to wait for a long time. D. Writing beautiful words on the wall. 2.Why was the guest angry that afternoon? A. He lost his passport. B. His room was not ready. C. He disliked Changsha. D. His colleague interrupted him. 3.What did Ms. Zhou do before checking the system? A. She offered a free dinner. B. She asked Linda to leave. C. She listened and apologized. D. She changed the hotel rule. 4.What can we learn from the guest's change? A. Guests only care about free tea. B. Fast speaking solves every problem. C. Wrong names are not serious mistakes. D. Feeling heard can reduce anger. 5.What is the best title for the passage? A. A New Hotel in Changsha B. How to Book a Clean Room C. Manners That Win Trust D. Linda's Free Cup of Tea 二、应用文填空写作 以下是李华写给英国朋友Tom的一封信，介绍酒店服务实习中的职场礼仪。请根据括号里的中文信息将内容补充完整。 Dear Tom, I am glad to hear that you will have a short workplace practice in a hotel next month. Since you asked me about service manners, I would like to share several useful ideas with you. They are simple, but they can help you avoid many common mistakes and leave a professional first impression. In service work, people often remember how you treat them more clearly than what you say. First, remember to ____6____ (迎接) guests with a warm smile. A simple “Good morning” or “Welcome” can make guests feel ____7____ (注意到) when they arrive. You should also make proper ____8____ (目光交流), especially when you talk with foreign guests. It shows that you are friendly and ready to help. If guests look tired, speak more slowly and give clear directions. If they carry heavy bags, ask whether they need help before touching anything. Second, listen ____9____ (专心地) before you answer. Some guests may ask about room prices, breakfast time or transportation again and again. Do not ____10____ (打断) them, even if you already know the answer. Patient listening helps you understand their real needs and avoid mistakes. It also makes guests feel respected. Third, handle ____11____ (投诉) in a helpful manner. If a guest is unhappy, keep ____12____ (镇定的) and use a caring tone. You may apologize first and then offer a timely ____13____ (解决方案). Never make empty promises, because ____14____ (诚实) is part of good service. Finally, say goodbye politely and ask for ____15____ (反馈). Their comments can help you improve your work. I believe these manners will help you become a trusted service worker. Yours, Li Hua 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 $