1.5 Workplace Manners（Culture Notes & Problem Solving）-《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** 聚焦湖南中职学情，以“课前预习+课堂检测”分层设计，通过词汇-短语-单句-语篇递进路径巩固职场礼仪语言知识，适配服务类职业模块教学需求。 **分层设计** |层次|知识覆盖|设计特色| |----|----------|----------| |课前预习|核心词汇、重点短语及单句翻译|通过词汇填空、短语匹配夯实语言基础，培养自主学习能力| |课堂检测|句子英译汉及语篇完形填空|结合客服情境完形填空，提升语境迁移与问题解决能力，发展思维品质|

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（Culture Notes & Problem Solving）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（5） Culture Notes & Problem Solving 【课前预习】 一、核心词汇检测 1.adj. 准备充分的____ 2.adj. 愉快的____ 3.adj. 积极的____ 4.v. 处理____ 5.v. 保持____ 6.adv. 真诚地____ 7.adj. 及时的____ 8.n. 同事____ 【答案】1.well-prepared 2.cheerful 3.positive 4.handle 5.maintain 6.genuinely 7.timely 8.colleague 二、课文重点短语 1.be ready to help____ 2.make customers feel comfortable____ 3.be honest with customers____ 4.manage customers' expectations____ 5.make eye contact____ 6.say goodbye in the right way____ 7.recommend...to...____ 8.in the face of cancellation____ 【答案】1.随时准备帮助 2.让顾客感到舒适 3.对顾客诚实 4.管理顾客预期 5.进行目光交流 6.以恰当方式道别 7.把……推荐给…… 8.面对取消时 三、课文难句翻译 1.Customers want to feel valued and important, so a simple “Welcome” indicates that you notice them. 译文：顾客希望感到被重视且重要，所以一句简单的“欢迎”表明你注意到了他们。 2.Before you speak with the customer, take a deep breath to calm down. 译文：在你和顾客交谈之前，深呼吸来镇定下来。 3.Goodbyes are not the new hellos, but they can be a positive new beginning. 译文：道别不是新的问候，但它们可以成为一个积极的新开始。 【课堂检测】 一、句子英译汉（5题） 1.A simple welcome can lead customers into your business on a positive note. ____________________________________________________________ 【答案】一句简单的欢迎可以以积极的基调把顾客带入你的业务中。 【解析】A simple welcome作主语；lead...into...意为“把……带入……”；on a positive note意为“以积极的基调”。故本句译为：一句简单的欢迎可以以积极的基调把顾客带入你的业务中。 2.Interrupting customers never improves the service relationship. ____________________________________________________________ 【答案】打断顾客从来不会改善服务关系。 【解析】Interrupting customers为动名词短语作主语；never表示否定；improve the service relationship意为“改善服务关系”。故本句译为：打断顾客从来不会改善服务关系。 3.A caring tone shows that you genuinely want to handle the complaint. ____________________________________________________________ 【答案】关切的语气表明你真诚地想处理这项投诉。 【解析】A caring tone作主语；shows后接that引导的宾语从句；handle the complaint意为“处理投诉”。故本句译为：关切的语气表明你真诚地想处理这项投诉。 4.Timely solutions are more useful than empty promises. ____________________________________________________________ 【答案】及时的解决方案比空洞的承诺更有用。 【解析】Timely solutions意为“及时的解决方案”；more useful than为比较级结构。故本句译为：及时的解决方案比空洞的承诺更有用。 5.Feedback from customers determines whether the service can be improved. ____________________________________________________________ 【答案】来自顾客的反馈决定服务是否能够被改进。 【解析】Feedback from customers作主语；whether引导宾语从句；can be improved为含情态动词的被动语态。故本句译为：来自顾客的反馈决定服务是否能够被改进。 二、完形填空（10空） （词数：254） During the summer holiday, Ming worked as a ____6____ in a customer service center near a railway station. On the first morning, his teacher told him that good ____7____ were as important as quick service. Ming remembered the words, but he did not fully understand them until an old man came to the desk. The hall was crowded, the screen changed quickly, and many passengers were hurrying to catch their trains. The old man looked ____8____ because he could not find the right platform for his train. Ming checked the ticket and began to ____9____ the way. However, the hall was noisy, and the old man asked the same question twice. Ming almost lost ____10____, but he saw the man's tired face and decided to speak more ____11____. He pointed to the sign, wrote the platform number on a small card, and walked with him to the gate. The old man smiled and said the card was more useful than a long explanation. A few minutes later, a woman ____12____ that her luggage had been put in the wrong place. Ming first ____13____ and then called a colleague for help. They found the luggage quickly and explained the mistake ____14____. The woman thanked them before leaving and promised to give positive feedback. At the end of the day, Ming understood that workplace manners were not difficult words. They were small actions: smiling, listening, apologizing and solving problems in time. These actions helped customers feel safe and made Ming feel ____15____ of his service work. (6)A. trainer B. trainee C. training D. trained 【答案】B 【解析】trainee意为“实习生”，符合Ming暑假在客服中心实习的身份。故选B。 (7)A. manners B. menus C. minutes D. messages 【答案】A 【解析】workplace manners是本单元核心话题，表示“职场礼仪”。故选A。 (8)A. worried B. cheerful C. careless D. silent 【答案】A 【解析】下文说老人找不到站台，因此看起来worried。故选A。 (9)A. exchange B. explain C. excuse D. expect 【答案】B 【解析】根据checked the ticket和the way可知，Ming开始解释路线。故选B。 (10)A. passport B. patience C. platform D. promise 【答案】B 【解析】老人问了两遍同样问题，Ming几乎失去耐心，lose patience为固定表达。故选B。 (11)A. slowly B. suddenly C. heavily D. nearly 【答案】A 【解析】根据老人听不清和前文noisy可知，他决定说得更慢。故选A。 (12)A. commented B. complained C. completed D. compared 【答案】B 【解析】后文提到行李放错位置，此处表示顾客投诉。故选B。 (13)A. apologized B. appeared C. advised D. allowed 【答案】A 【解析】服务出现问题时先道歉，apologized符合语境。故选A。 (14)A. happily B. honestly C. loudly D. easily 【答案】B 【解析】解释错误应诚实，honestly符合职场礼仪。故选B。 (15)A. afraid B. tired C. proud D. bored 【答案】C 【解析】良好服务让Ming为自己的工作感到自豪。故选C。 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（Culture Notes & Problem Solving）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（5） Culture Notes & Problem Solving 【课前预习】 一、核心词汇检测 1.adj. 准备充分的____ 2.adj. 愉快的____ 3.adj. 积极的____ 4.v. 处理____ 5.v. 保持____ 6.adv. 真诚地____ 7.adj. 及时的____ 8.n. 同事____ 二、课文重点短语 1.be ready to help____ 2.make customers feel comfortable____ 3.be honest with customers____ 4.manage customers' expectations____ 5.make eye contact____ 6.say goodbye in the right way____ 7.recommend...to...____ 8.in the face of cancellation____ 三、课文难句翻译 1.Customers want to feel valued and important, so a simple “Welcome” indicates that you notice them. 2.Before you speak with the customer, take a deep breath to calm down. 3.Goodbyes are not the new hellos, but they can be a positive new beginning. 【课堂检测】 一、句子英译汉（5题） 1.A simple welcome can lead customers into your business on a positive note. ____________________________________________________________ 2.Interrupting customers never improves the service relationship. ____________________________________________________________ 3.A caring tone shows that you genuinely want to handle the complaint. ____________________________________________________________ 4.Timely solutions are more useful than empty promises. ____________________________________________________________ 5.Feedback from customers determines whether the service can be improved. ____________________________________________________________ 二、完形填空（10空） （词数：254） During the summer holiday, Ming worked as a ____6____ in a customer service center near a railway station. On the first morning, his teacher told him that good ____7____ were as important as quick service. Ming remembered the words, but he did not fully understand them until an old man came to the desk. The hall was crowded, the screen changed quickly, and many passengers were hurrying to catch their trains. The old man looked ____8____ because he could not find the right platform for his train. Ming checked the ticket and began to ____9____ the way. However, the hall was noisy, and the old man asked the same question twice. Ming almost lost ____10____, but he saw the man's tired face and decided to speak more ____11____. He pointed to the sign, wrote the platform number on a small card, and walked with him to the gate. The old man smiled and said the card was more useful than a long explanation. A few minutes later, a woman ____12____ that her luggage had been put in the wrong place. Ming first ____13____ and then called a colleague for help. They found the luggage quickly and explained the mistake ____14____. The woman thanked them before leaving and promised to give positive feedback. At the end of the day, Ming understood that workplace manners were not difficult words. They were small actions: smiling, listening, apologizing and solving problems in time. These actions helped customers feel safe and made Ming feel ____15____ of his service work. (6)A. trainer B. trainee C. training D. trained (7)A. manners B. menus C. minutes D. messages (8)A. worried B. cheerful C. careless D. silent (9)A. exchange B. explain C. excuse D. expect (10)A. passport B. patience C. platform D. promise (11)A. slowly B. suddenly C. heavily D. nearly (12)A. commented B. complained C. completed D. compared (13)A. apologized B. appeared C. advised D. allowed (14)A. happily B. honestly C. loudly D. easily (15)A. afraid B. tired C. proud D. bored 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 $