Unit 1 Workplace Manners（期中复习讲义）-2026-2027学年高二上学期《英语 服务类职业模块》（高教版第三版）（原卷版+解析版）

编写说明：2026-2027学年高二上学期《英语期中考点大串讲》以教材单元内容为基准，覆盖单元重点词汇、句型、语法、主题等核心考点，并紧密贴合职教高考真题题型，包括复习课件、讲义和模拟卷，旨在为学生提供全方位、高效的期中复习解决方案。 2026-2027学年高二上学期《英语期中考点大串讲》 Unit 1 Workplace Manners 内容导航 词汇积累·对折自测 句型夯实·语法梳理 单元主题·提升训练 词汇积累·对折自测 （一）重点单词 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 护照 passport passport 护照 May I have your passport, please? 2 放置 place place 放置 OK, please place it on the scale. 3 秤 scale scale 秤 OK, please place it on the scale. 4 中途停留 stopover stopover 中途停留 Excuse me, I have a stopover in Chicago—do I need to pick up my luggage there? 5 托盘 tray tray 托盘 Please put your carry-on luggage flat on the belt, and use the trays for small objects. 6 安排好的 set set 安排好的 OK, you’re all set! Have a nice flight. 7 枕头 pillow pillow 枕头 By the way, can I have a pillow and a blanket? 8 毯子 blanket blanket 毯子 By the way, can I have a pillow and a blanket? 9 准备充分的 well-prepared well-prepared 准备充分的 10 礼貌；礼仪 manners manners 礼貌；礼仪 11 有帮助的 helpful helpful 有帮助的 Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. 12 建议；窍门 tip tip 建议；窍门 13 迎接 greet greet 迎接 Welcome and greet customers with a smile and make eye contact. 14 重要的 valued valued 重要的 Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 15 表明 indicate indicate 表明 Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 16 注意到 notice notice 注意到 Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 17 愉快的 cheerful cheerful 愉快的 And a smile also communicates to customers that you are friendly and cheerful. 18 积极的 positive positive 积极的 The small step helps start the relationship on a positive note. 19 基调；语气 note note 基调；语气 The small step helps start the relationship on a positive note. 20 专心地 attentively attentively 专心地 21 时间表 schedule schedule 时间表 Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 22 评论 comment comment 评论 Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 23 打断（谈话） interrupt interrupt 打断（谈话） Interrupting shows disrespect and never improves the relationship. 24 失礼 disrespect disrespect 失礼 Interrupting shows disrespect and never improves the relationship. 25 处理 handle handle 处理 Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 26 保持 maintain maintain 保持 Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 27 语气 tone tone 语气 Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 28 真诚地 genuinely genuinely 真诚地 Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 29 道歉 apologize apologize 道歉 After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 30 及时的 timely timely 及时的 After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 31 解决方案 solution solution 解决方案 After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 32 有价值的 valuable valuable 有价值的 When customers are leaving, you have the chance to get some of the most valuable feedback from them. 33 反馈 feedback feedback 反馈 When customers are leaving, you have the chance to get some of the most valuable feedback from them. 34 取消 cancelation cancelation 取消 Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 35 决定 determine determine 决定 Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 36 推荐 recommend recommend 推荐 Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 37 同事 colleague colleague 同事 Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 38 接待员 receptionist receptionist 接待员 A receptionist works at the front desk in a hotel. 39 行李 luggage luggage 行李 Do you have any luggage to be checked? 40 服务员 attendant attendant 服务员 A flight attendant works on a plane. 41 收银员 cashier cashier 收银员 A cashier is working in a supermarket. 42 厨师 chef chef 厨师 A chef is working in a restaurant. 43 职员 clerk clerk 职员 A clerk works in an office. 44 传送带 belt belt 传送带 Please put your carry-on luggage flat on the belt, and use the trays for small objects. 45 航班 flight flight 航班 OK, you’re all set! Have a nice flight. 46 登机口 gate gate 登机口 Your flight leaves from Gate 15 and the boarding time is 3:20 p.m. 47 口袋 pocket pocket 口袋 Do you have anything in your pockets—keys or coins? 48 硬币 coin coin 硬币 Do you have anything in your pockets—keys or coins? 49 高效的 efficient efficient 高效的 Handle complaints in a helpful and efficient way. 50 准许进入 admit admit 准许进入 The hotel rules say that animals cannot be admitted. （二）重点短语 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 登机牌 boarding pass boarding pass 登机牌 Here is your boarding pass. 2 安检 security check security check 安检 3 随身携带的行李 carry-on luggage carry-on luggage 随身携带的行李 Please put your carry-on luggage flat on the belt, and use the trays for small objects. 4 矿泉水 mineral water mineral water 矿泉水 Certainly. We have tea, coffee, fruit juice, Coke, and mineral water. 5 镇定下来 calm down calm down 镇定下来 Before you speak with the customer, take a deep breath to calm down. 6 值机柜台 check-in desk check-in desk 值机柜台 At the check-in desk, I showed my passport and had my bag weighed. 7 前台 front desk front desk 前台 A receptionist works at the front desk in a hotel. 8 空中乘务员 flight attendant flight attendant 空中乘务员 A flight attendant works on a plane. 9 目光交流 make eye contact make eye contact 目光交流 Welcome and greet customers with a smile and make eye contact. 10 处理投诉 handle complaints handle complaints 处理投诉 Handle complaints in a helpful and efficient way. 11 对……专心 be attentive to be attentive to 对……专心 Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 12 深吸一口气 take a deep breath take a deep breath 深吸一口气 Before you speak with the customer, take a deep breath to calm down. 13 找到及时的解决办法 find a timely solution find a timely solution 找到及时的解决办法 After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 14 感到被重视 feel valued feel valued 感到被重视 Customers want to feel valued and important. 15 建立关系 start the relationship start the relationship 建立关系 The small step helps start the relationship on a positive note. 16 以积极的方式 on a positive note on a positive note 以积极的方式 The small step helps start the relationship on a positive note. 17 显得失礼 show disrespect show disrespect 显得失礼 Interrupting shows disrespect and never improves the relationship. 18 面对 in the face of in the face of 面对 Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 19 照顾 look after look after 照顾 They will look after it very well. 20 办理入住 check in check in 办理入住 OK. Let’s check in first, then we’ll go to the pet boarding service. 21 挑剔 find fault with find fault with 挑剔 Don’t shout at customers or find fault with them when they make complaints. 22 靠在……上 lean against lean against 靠在……上 Stand upright in front of customers, and don’t lean against the desk or fold your arms. 23 交叉双臂 fold one’s arms fold one’s arms 交叉双臂 Stand upright in front of customers, and don’t lean against the desk or fold your arms. 24 站直 stand upright stand upright 站直 Stand upright in front of customers, and don’t lean against the desk or fold your arms. 25 提取（行李） pick up pick up 提取（行李） Excuse me, I have a stopover in Chicago—do I need to pick up my luggage there? 26 犯错误 make a mistake make a mistake 犯错误 If we make a mistake during service, we apologize to the customer immediately and genuinely. 27 把行李称重 have one’s bag weighed have one’s bag weighed 把行李称重 At the check-in desk, I showed my passport and had my bag weighed. 句型夯实·语法梳理 1. 迎接顾客的常用表达 Welcome to our hotel.　欢迎光临我们酒店。 Good morning, sir! Welcome to our hotel. Your name, please?　早上好，先生！欢迎光临我们酒店。请问您的姓名？ A simple “Welcome” or “Hello” indicates that you notice customers and leads them into your business.　一句简单的“欢迎”或“你好”表明你注意到了顾客，并把他们引入你的店中。 教材原句：Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 教材原句：And a smile also communicates to customers that you are friendly and cheerful. 教材原句：Welcome and greet customers with a smile and make eye contact. 2. 倾听与回应顾客提问 be attentive to sth.　对……专心；认真对待…… 顾客提问时，先听完再回答，不打断对方。　 Listen carefully and answer patiently. 教材原句：Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 教材原句：Interrupting shows disrespect and never improves the relationship. 教材原句：When a customer is talking, we never interrupt them rudely. 3. 处理顾客投诉 处理投诉时先深呼吸镇定下来，再保持友好、关切的语气。　 Before you speak with the customer, take a deep breath to calm down. 了解问题后先道歉，再及时给出解决办法。　 After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. handle a complaint in a helpful and efficient way　以有帮助且高效的方式处理投诉 教材原句：Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 教材原句：Handle complaints in a helpful and efficient way. 教材原句：The staff handle customers’ complaints patiently and find solutions. 教材原句：I’m afraid it can’t, sir. Animals aren’t allowed to come into the hotel rooms. 4. 礼貌道别与收集反馈 顾客离开时要道谢并收集反馈。　 Say “goodbye” and “thank you” when customers leave. 顾客的反馈，无论正面还是负面，都是有价值的信息。　 We need both positive and negative feedback from our customers. 教材原句：When customers are leaving, you have the chance to get some of the most valuable feedback from them. 教材原句：Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 教材原句：Goodbyes are not the new hellos, but they can be a positive new beginning. 教材原句：When guests give feedback, we consider it as valuable information. 5. 祈使句：职场礼仪中的指令与提醒 祈使句以动词原形开头，省略主语 you，用于发出指令、提出请求或给出建议。　 Please place it on the scale. / Welcome to our hotel. 否定祈使句在动词原形前加 don’t 或 do not。　 Don’t shout at customers. please 可置于句首或句末，使指令更礼貌。　 Please put your carry-on luggage flat on the belt. / Just a moment, please. 教材原句：Please put your carry-on luggage flat on the belt, and use the trays for small objects. 教材原句：Stand upright in front of customers, and don’t lean against the desk or fold your arms. 教材原句：Don’t share them with co-workers when at work. 教材原句：Always tell the truth to customers. 6. 情态动词 can / may / should / need May I ...?　用于礼貌地请求许可或主动提供服务。　 May I have your passport, please? / May I help you, sir? Can I ...?　用于请求得到某物或帮助。　 By the way, can I have a pillow and a blanket? should 表示“应该”，用于提出建议。　 When greeting customers, we should smile and make eye contact. need to 表示“需要”。　 Do I need to take my laptop out of the bag? be allowed to do sth. 表示“被允许做某事”。　 Animals aren’t allowed to come into the hotel rooms. 教材原句：May I have your passport, please? 7. have sth. done 与服务场景被动表达 have + 宾语 + 过去分词表示“使某事被做；请人做某事”。　 I showed my passport and had my bag weighed. be checked 表示“被托运；被检查”。　 Do you have any luggage to be checked? cannot be admitted 表示“不能被接纳、不允许进入”。　 The hotel rules say that animals cannot be admitted. 教材原句：At the check-in desk, I showed my passport and had my bag weighed. 教材原句：The hotel rules say that animals cannot be admitted. 8. 机场与航班服务用语 Where are you flying to today?　您今天飞往哪里？ 教材原句：Your flight leaves from Gate 15 and the boarding time is 3:20 p.m. 教材原句：Excuse me, I have a stopover in Chicago—do I need to pick up my luggage there? 教材原句：I’d like to have something to drink. 教材原句：Certainly. We have tea, coffee, fruit juice, Coke, and mineral water. 教材原句：By the way, can I have a pillow and a blanket? 9. 职场礼仪要点与跨文化交际 站姿与手势：站直，不靠桌、不交叉双臂。　 Stand upright in front of customers, and don’t lean against the desk or fold your arms. 不议论顾客外貌，不与同事闲聊私事。　 Don’t give any comments on the appearances of customers. 在服务行业，与西方顾客交流时应有直接的目光交流。　 In the service industry, when we communicate with Western customers, we should have direct eye contact. 教材原句：Don’t shout at customers or find fault with them when they make complaints. 教材原句：Focus on your work and be attentive and helpful. 教材原句：Don’t give any comments on the appearances of customers. 即时训练（建议用时：10分钟） 一、单项选择 1. Please ______ your carry-on luggage flat on the belt. A. putting　B. to put　C. put　D. puts 2. May I ______ your passport, please? A. have　B. having　C. to have　D. had 3. Customers want to feel ______ and important. A. value　B. valuing　C. to value　D. valued 4. When a customer is talking, we never ______ them rudely. A. to interrupt　B. interrupt　C. interrupting　D. interrupts 5. ______ at customers or find fault with them when they make complaints. A. Not shout　B. Doesn’t shout　C. Don’t shout　D. Not shouting 二、用所给词的适当形式填空 6. We should ______ (maintain) good manners all the time to give the best service. 7. After understanding the problem, you should ______ (apologize) before saying anything else. 8. The staff handle customers’ complaints ______ (patient) and find solutions. 9. A smile communicates to customers that you are ______ (cheer) and friendly. 10. Making customers feel ______ (value) determines whether they will recommend you to others. 【答案】 1.C　2.A　3.D　4.B　5.C　6.maintain　7.apologize　8.patiently　9.cheerful　10.valued 【解析】 1. 祈使句以动词原形开头，put 符合“请把随身行李平放”的指令，选 C。 2. May I ...? 后用动词原形，have 表示“给我看一下”，选 A。 3. feel 后接过去分词作表语，valued 表示“被重视的”，选 D。 4. never 后的谓语用动词原形，interrupt 表示“打断”，选 B。 5. 否定祈使句用 Don’t + 动词原形，表示“不要……”，选 C。 6. should 后接动词原形，填 maintain。 7. should 后接动词原形，填 apologize。 8. 修饰动词 handle 需用副词，填 patiently。 9. be 动词后用形容词作表语，填 cheerful。 10. feel 后接过去分词作表语，填 valued。 单元主题·提升训练 一、阅读理解 Manners are the small habits that show respect. In the service industry, they are not just polite details; they decide whether a customer comes back. The first rule is to greet people warmly. A simple “Good morning” and a smile tell customers that they are noticed. When a guest feels welcome, the conversation starts in a positive way. Listening comes next. Customers often explain a problem slowly, and some of them are already unhappy. A good worker lets them finish, then repeats the key information to make sure nothing is missed. Interrupting only makes people angrier. Handling a complaint needs a calm voice. Workers should take a deep breath, apologize for the trouble, and then offer a clear solution. It is also honest to explain what the company can and cannot do. Promising something impossible is worse than saying no politely. Finally, saying goodbye matters more than many people think. When customers leave, they often share their true feelings. Asking for their feedback and thanking them for it helps a business improve. Even a customer who cancels a booking may return later if the goodbye was warm. Good manners cost nothing, but they build trust. In hotels, restaurants, and airports, the way people are treated is remembered long after the price is forgotten. 1. What is the main idea of the passage? A. Service work is easy to learn. B. Prices are the most important thing for customers. C. Good manners help a service business keep its customers. D. Customers should always be given a discount. 2. According to the passage, what does a warm greeting tell customers? A. That they are noticed and welcome. B. That the service will be free. C. That the worker is in a hurry. D. That the company has a new rule. 3. What should a worker do before answering an angry customer? A. Ask the customer to come back later.　　B. End the conversation quickly. C. Promise a full refund at once.　　D. Take a deep breath and apologize for the trouble. 4. What does the writer say about promising something impossible? A. It saves time in the end. B. It is worse than saying no politely. C. It makes customers trust the company.　　D. It is the best way to end a complaint. 5. Why is saying goodbye important? A. It is the last chance to sell a product. B. It makes the worker’s shift shorter. C. It gives the business useful feedback. D. It stops customers from canceling bookings. 【答案】1. C　2. A　3. D　4. B　5. C 【导语】本文是一篇说明文，介绍服务行业中职场礼仪的重要性，并从热情迎接、耐心倾听、妥善处理投诉和礼貌道别四个方面说明具体做法。 【详解】1. 主旨大意题。全文围绕良好礼仪如何帮助服务行业留住顾客展开，因此选 C。 2. 细节理解题。第二段说明热情的问候和微笑让顾客感到被注意和欢迎，因此选 A。 3. 细节理解题。第四段建议先深呼吸并为麻烦道歉，再给出明确的解决办法，因此选 D。 4. 细节理解题。第四段指出承诺做不到的事比礼貌拒绝更糟，因此选 B。 5. 细节理解题。第五段说明顾客离开时往往说出真实想法，收集反馈有助于改进，因此选 C。 二、完形填空 Last summer, Li Wei worked as a receptionist at a small hotel near the airport. In her first week, an old couple arrived very late at night. Their flight had been delayed for three hours, and they were tired and unhappy. The husband put his ____6____ on the front desk and asked in a loud voice why no one had waited for them. Li Wei felt nervous, but she remembered what her manager had told her. She took a deep ____7____ and said, “I’m sorry you had such a long day. Let me check your booking right now.” She did not ____8____ him while he was complaining. Instead, she listened carefully and wrote down every detail. The problem was that the room they had reserved was not ____9____ that night. Li Wei did not say “That is not our problem.” She ____10____ for the trouble and offered two choices: a quiet room on the second floor, or a free taxi to a partner hotel nearby. The couple chose the room. In the morning, Li Wei greeted them with a ____11____ and asked how they had slept. The husband smiled and said he would ____12____ the hotel to his friends. Good manners are not about big actions. They are about a warm voice, a patient ear, and an honest ____13____. When service workers treat people with respect, a difficult night can still end in a positive ____14____. That is why good manners are the most valuable ____15____ in the service industry. 6. A. passport　B. luggage　C. receipt　D. menu 7. A. break　B. look　C. breath　D. note 8. A. interrupt　B. greet　C. thank　D. blame 9. A. clean　B. expensive　C. quiet　D. available 10. A. waited　B. apologized　C. shouted　D. laughed 11. A. bill　B. rule　C. price　D. smile 12. A. return　B. deliver　C. recommend　D. complain 13. A. apology　B. schedule　C. discount　D. answer 14. A. tone　B. note　C. manner　D. ticket 15. A. price　B. rule　C. ticket　D. skill 【答案】6. B　7. C　8. A　9. D　10. B　11. D　12. C　13. A　14. B　15. D 【导语】本文是一篇记叙文，讲述酒店前台李伟在深夜接待航班延误的老夫妇时，用耐心倾听、真诚道歉和周到安排化解顾客不满，并赢得顾客推荐的故事。 【详解】6. 丈夫把行李放在前台并大声询问，luggage 意为“行李”，选 B。 7. take a deep breath 意为“深吸一口气”，用于让自己镇定下来，选 C。 8. 顾客抱怨时不应打断对方，interrupt 意为“打断”，选 A。 9. 预订的房间当晚无法提供，available 意为“可提供的”，选 D。 10. 服务人员应为造成的麻烦道歉，apologize 意为“道歉”，选 B。 11. 第二天早上以微笑迎接客人，smile 意为“微笑”，选 D。 12. 顾客表示会把酒店推荐给朋友，recommend 意为“推荐”，选 C。 13. 好礼仪在于温和的语气、耐心的倾听和真诚的道歉，apology 意为“道歉”，选 A。 14. end in a positive note 表示“以积极的方式结束”，选 B。 15. 良好礼仪是服务行业最宝贵的技能，skill 意为“技能”，选 D。 三、写作 16. 假如你是某酒店客服中心的职员 Linda，请给你的新同事 Jack 写一封 80 词左右的电子邮件，介绍职场礼仪及其重要性。 内容包括： 1. 迎接顾客、倾听提问的具体做法；2. 处理投诉与礼貌道别的方式； 3. 这些礼仪对服务工作的意义。注意：不得出现真实信息，可适当增加细节。 【参考范文】 Dear Jack, Welcome to our customer service center! Let me share a few workplace manners with you. First, greet every customer with a smile and make eye contact. Second, listen attentively and answer patiently. When a customer complains, take a deep breath, apologize sincerely, and find a timely solution. Finally, say goodbye warmly and thank them for their feedback. These small habits show respect, build trust, and make customers willing to come back. Yours sincerely, Linda 【写作思路】按“热情迎接—耐心倾听—妥善处理投诉—礼貌道别—总结意义”展开。首段表示欢迎并引出话题，中间两段分别写迎接与倾听、处理投诉与道别，结尾点明职场礼仪体现尊重、建立信任。 【句式拓展】1. Welcome to ... ! Let me share ... with you. 用于表示欢迎并引出要介绍的内容。 2. First, ... Second, ... Finally, ... 用于按顺序介绍做法。 3. When a customer complains, ... 用于说明处理投诉时的具体步骤。 4. These small habits show respect and build trust. 用于总结职场礼仪的意义。 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 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $ 编写说明：2026-2027学年高二上学期《英语期中考点大串讲》以教材单元内容为基准，覆盖单元重点词汇、句型、语法、主题等核心考点，并紧密贴合职教高考真题题型，包括复习课件、讲义和模拟卷，旨在为学生提供全方位、高效的期中复习解决方案。 2026-2027学年高二上学期《英语期中考点大串讲》 Unit 1 Workplace Manners 内容导航 词汇积累·对折自测 句型夯实·语法梳理 单元主题·提升训练 词汇积累·对折自测 （一）重点单词 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 护照 passport May I have your passport, please? 2 放置 place OK, please place it on the scale. 3 秤 scale OK, please place it on the scale. 4 中途停留 stopover Excuse me, I have a stopover in Chicago—do I need to pick up my luggage there? 5 托盘 tray Please put your carry-on luggage flat on the belt, and use the trays for small objects. 6 安排好的 set OK, you’re all set! Have a nice flight. 7 枕头 pillow By the way, can I have a pillow and a blanket? 8 毯子 blanket By the way, can I have a pillow and a blanket? 9 准备充分的 well-prepared 10 礼貌；礼仪 manners 11 有帮助的 helpful Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. 12 建议；窍门 tip 13 迎接 greet Welcome and greet customers with a smile and make eye contact. 14 重要的 valued Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 15 表明 indicate Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 16 注意到 notice Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 17 愉快的 cheerful And a smile also communicates to customers that you are friendly and cheerful. 18 积极的 positive The small step helps start the relationship on a positive note. 19 基调；语气 note The small step helps start the relationship on a positive note. 20 专心地 attentively 21 时间表 schedule Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 22 评论 comment Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 23 打断（谈话） interrupt Interrupting shows disrespect and never improves the relationship. 24 失礼 disrespect Interrupting shows disrespect and never improves the relationship. 25 处理 handle Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 26 保持 maintain Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 27 语气 tone Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 28 真诚地 genuinely Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 29 道歉 apologize After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 30 及时的 timely After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 31 解决方案 solution After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 32 有价值的 valuable When customers are leaving, you have the chance to get some of the most valuable feedback from them. 33 反馈 feedback When customers are leaving, you have the chance to get some of the most valuable feedback from them. 34 取消 cancelation Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 35 决定 determine Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 36 推荐 recommend Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 37 同事 colleague Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 38 接待员 receptionist A receptionist works at the front desk in a hotel. 39 行李 luggage Do you have any luggage to be checked? 40 服务员 attendant A flight attendant works on a plane. 41 收银员 cashier A cashier is working in a supermarket. 42 厨师 chef A chef is working in a restaurant. 43 职员 clerk A clerk works in an office. 44 传送带 belt Please put your carry-on luggage flat on the belt, and use the trays for small objects. 45 航班 flight OK, you’re all set! Have a nice flight. 46 登机口 gate Your flight leaves from Gate 15 and the boarding time is 3:20 p.m. 47 口袋 pocket Do you have anything in your pockets—keys or coins? 48 硬币 coin Do you have anything in your pockets—keys or coins? 49 高效的 efficient Handle complaints in a helpful and efficient way. 50 准许进入 admit The hotel rules say that animals cannot be admitted. （二）重点短语 序号 中文提示 英文答案 英文提示 中文答案 教材语境 1 登机牌 boarding pass Here is your boarding pass. 2 安检 security check 3 随身携带的行李 carry-on luggage Please put your carry-on luggage flat on the belt, and use the trays for small objects. 4 矿泉水 mineral water Certainly. We have tea, coffee, fruit juice, Coke, and mineral water. 5 镇定下来 calm down Before you speak with the customer, take a deep breath to calm down. 6 值机柜台 check-in desk At the check-in desk, I showed my passport and had my bag weighed. 7 前台 front desk A receptionist works at the front desk in a hotel. 8 空中乘务员 flight attendant A flight attendant works on a plane. 9 目光交流 make eye contact Welcome and greet customers with a smile and make eye contact. 10 处理投诉 handle complaints Handle complaints in a helpful and efficient way. 11 对……专心 be attentive to Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 12 深吸一口气 take a deep breath Before you speak with the customer, take a deep breath to calm down. 13 找到及时的解决办法 find a timely solution After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 14 感到被重视 feel valued Customers want to feel valued and important. 15 建立关系 start the relationship The small step helps start the relationship on a positive note. 16 以积极的方式 on a positive note The small step helps start the relationship on a positive note. 17 显得失礼 show disrespect Interrupting shows disrespect and never improves the relationship. 18 面对 in the face of Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 19 照顾 look after They will look after it very well. 20 办理入住 check in OK. Let’s check in first, then we’ll go to the pet boarding service. 21 挑剔 find fault with Don’t shout at customers or find fault with them when they make complaints. 22 靠在……上 lean against Stand upright in front of customers, and don’t lean against the desk or fold your arms. 23 交叉双臂 fold one’s arms Stand upright in front of customers, and don’t lean against the desk or fold your arms. 24 站直 stand upright Stand upright in front of customers, and don’t lean against the desk or fold your arms. 25 提取（行李） pick up Excuse me, I have a stopover in Chicago—do I need to pick up my luggage there? 26 犯错误 make a mistake If we make a mistake during service, we apologize to the customer immediately and genuinely. 27 把行李称重 have one’s bag weighed At the check-in desk, I showed my passport and had my bag weighed. 句型夯实·语法梳理 1. 迎接顾客的常用表达 Welcome to our hotel.　欢迎光临我们酒店。 Good morning, sir! Welcome to our hotel. Your name, please?　早上好，先生！欢迎光临我们酒店。请问您的姓名？ A simple “Welcome” or “Hello” indicates that you notice customers and leads them into your business.　一句简单的“欢迎”或“你好”表明你注意到了顾客，并把他们引入你的店中。 教材原句：Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. 教材原句：And a smile also communicates to customers that you are friendly and cheerful. 教材原句：Welcome and greet customers with a smile and make eye contact. 2. 倾听与回应顾客提问 be attentive to sth.　对……专心；认真对待…… 顾客提问时，先听完再回答，不打断对方。　 Listen carefully and answer patiently. 教材原句：Whether customers are asking about prices of products or traveling schedules, be attentive to their questions or comments, even if you know the answer immediately. 教材原句：Interrupting shows disrespect and never improves the relationship. 教材原句：When a customer is talking, we never interrupt them rudely. 3. 处理顾客投诉 处理投诉时先深呼吸镇定下来，再保持友好、关切的语气。　 Before you speak with the customer, take a deep breath to calm down. 了解问题后先道歉，再及时给出解决办法。　 After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. handle a complaint in a helpful and efficient way　以有帮助且高效的方式处理投诉 教材原句：Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 教材原句：Handle complaints in a helpful and efficient way. 教材原句：The staff handle customers’ complaints patiently and find solutions. 教材原句：I’m afraid it can’t, sir. Animals aren’t allowed to come into the hotel rooms. 4. 礼貌道别与收集反馈 顾客离开时要道谢并收集反馈。　 Say “goodbye” and “thank you” when customers leave. 顾客的反馈，无论正面还是负面，都是有价值的信息。　 We need both positive and negative feedback from our customers. 教材原句：When customers are leaving, you have the chance to get some of the most valuable feedback from them. 教材原句：Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 教材原句：Goodbyes are not the new hellos, but they can be a positive new beginning. 教材原句：When guests give feedback, we consider it as valuable information. 5. 祈使句：职场礼仪中的指令与提醒 祈使句以动词原形开头，省略主语 you，用于发出指令、提出请求或给出建议。　 Please place it on the scale. / Welcome to our hotel. 否定祈使句在动词原形前加 don’t 或 do not。　 Don’t shout at customers. please 可置于句首或句末，使指令更礼貌。　 Please put your carry-on luggage flat on the belt. / Just a moment, please. 教材原句：Please put your carry-on luggage flat on the belt, and use the trays for small objects. 教材原句：Stand upright in front of customers, and don’t lean against the desk or fold your arms. 教材原句：Don’t share them with co-workers when at work. 教材原句：Always tell the truth to customers. 6. 情态动词 can / may / should / need May I ...?　用于礼貌地请求许可或主动提供服务。　 May I have your passport, please? / May I help you, sir? Can I ...?　用于请求得到某物或帮助。　 By the way, can I have a pillow and a blanket? should 表示“应该”，用于提出建议。　 When greeting customers, we should smile and make eye contact. need to 表示“需要”。　 Do I need to take my laptop out of the bag? be allowed to do sth. 表示“被允许做某事”。　 Animals aren’t allowed to come into the hotel rooms. 教材原句：May I have your passport, please? 7. have sth. done 与服务场景被动表达 have + 宾语 + 过去分词表示“使某事被做；请人做某事”。　 I showed my passport and had my bag weighed. be checked 表示“被托运；被检查”。　 Do you have any luggage to be checked? cannot be admitted 表示“不能被接纳、不允许进入”。　 The hotel rules say that animals cannot be admitted. 教材原句：At the check-in desk, I showed my passport and had my bag weighed. 教材原句：The hotel rules say that animals cannot be admitted. 8. 机场与航班服务用语 Where are you flying to today?　您今天飞往哪里？ 教材原句：Your flight leaves from Gate 15 and the boarding time is 3:20 p.m. 教材原句：Excuse me, I have a stopover in Chicago—do I need to pick up my luggage there? 教材原句：I’d like to have something to drink. 教材原句：Certainly. We have tea, coffee, fruit juice, Coke, and mineral water. 教材原句：By the way, can I have a pillow and a blanket? 9. 职场礼仪要点与跨文化交际 站姿与手势：站直，不靠桌、不交叉双臂。　 Stand upright in front of customers, and don’t lean against the desk or fold your arms. 不议论顾客外貌，不与同事闲聊私事。　 Don’t give any comments on the appearances of customers. 在服务行业，与西方顾客交流时应有直接的目光交流。　 In the service industry, when we communicate with Western customers, we should have direct eye contact. 教材原句：Don’t shout at customers or find fault with them when they make complaints. 教材原句：Focus on your work and be attentive and helpful. 教材原句：Don’t give any comments on the appearances of customers. 即时训练（建议用时：10分钟） 一、单项选择 1. Please ______ your carry-on luggage flat on the belt. A. putting　B. to put　C. put　D. puts 2. May I ______ your passport, please? A. have　B. having　C. to have　D. had 3. Customers want to feel ______ and important. A. value　B. valuing　C. to value　D. valued 4. When a customer is talking, we never ______ them rudely. A. to interrupt　B. interrupt　C. interrupting　D. interrupts 5. ______ at customers or find fault with them when they make complaints. A. Not shout　B. Doesn’t shout　C. Don’t shout　D. Not shouting 二、用所给词的适当形式填空 6. We should ______ (maintain) good manners all the time to give the best service. 7. After understanding the problem, you should ______ (apologize) before saying anything else. 8. The staff handle customers’ complaints ______ (patient) and find solutions. 9. A smile communicates to customers that you are ______ (cheer) and friendly. 10. Making customers feel ______ (value) determines whether they will recommend you to others. 单元主题·提升训练 一、阅读理解 Manners are the small habits that show respect. In the service industry, they are not just polite details; they decide whether a customer comes back. The first rule is to greet people warmly. A simple “Good morning” and a smile tell customers that they are noticed. When a guest feels welcome, the conversation starts in a positive way. Listening comes next. Customers often explain a problem slowly, and some of them are already unhappy. A good worker lets them finish, then repeats the key information to make sure nothing is missed. Interrupting only makes people angrier. Handling a complaint needs a calm voice. Workers should take a deep breath, apologize for the trouble, and then offer a clear solution. It is also honest to explain what the company can and cannot do. Promising something impossible is worse than saying no politely. Finally, saying goodbye matters more than many people think. When customers leave, they often share their true feelings. Asking for their feedback and thanking them for it helps a business improve. Even a customer who cancels a booking may return later if the goodbye was warm. Good manners cost nothing, but they build trust. In hotels, restaurants, and airports, the way people are treated is remembered long after the price is forgotten. 1. What is the main idea of the passage? A. Service work is easy to learn. B. Prices are the most important thing for customers. C. Good manners help a service business keep its customers. D. Customers should always be given a discount. 2. According to the passage, what does a warm greeting tell customers? A. That they are noticed and welcome. B. That the service will be free. C. That the worker is in a hurry. D. That the company has a new rule. 3. What should a worker do before answering an angry customer? A. Ask the customer to come back later.　　B. End the conversation quickly. C. Promise a full refund at once.　　D. Take a deep breath and apologize for the trouble. 4. What does the writer say about promising something impossible? A. It saves time in the end. B. It is worse than saying no politely. C. It makes customers trust the company.　　D. It is the best way to end a complaint. 5. Why is saying goodbye important? A. It is the last chance to sell a product. B. It makes the worker’s shift shorter. C. It gives the business useful feedback. D. It stops customers from canceling bookings. 二、完形填空 Last summer, Li Wei worked as a receptionist at a small hotel near the airport. In her first week, an old couple arrived very late at night. Their flight had been delayed for three hours, and they were tired and unhappy. The husband put his ____6____ on the front desk and asked in a loud voice why no one had waited for them. Li Wei felt nervous, but she remembered what her manager had told her. She took a deep ____7____ and said, “I’m sorry you had such a long day. Let me check your booking right now.” She did not ____8____ him while he was complaining. Instead, she listened carefully and wrote down every detail. The problem was that the room they had reserved was not ____9____ that night. Li Wei did not say “That is not our problem.” She ____10____ for the trouble and offered two choices: a quiet room on the second floor, or a free taxi to a partner hotel nearby. The couple chose the room. In the morning, Li Wei greeted them with a ____11____ and asked how they had slept. The husband smiled and said he would ____12____ the hotel to his friends. Good manners are not about big actions. They are about a warm voice, a patient ear, and an honest ____13____. When service workers treat people with respect, a difficult night can still end in a positive ____14____. That is why good manners are the most valuable ____15____ in the service industry. 6. A. passport　B. luggage　C. receipt　D. menu 7. A. break　B. look　C. breath　D. note 8. A. interrupt　B. greet　C. thank　D. blame 9. A. clean　B. expensive　C. quiet　D. available 10. A. waited　B. apologized　C. shouted　D. laughed 11. A. bill　B. rule　C. price　D. smile 12. A. return　B. deliver　C. recommend　D. complain 13. A. apology　B. schedule　C. discount　D. answer 14. A. tone　B. note　C. manner　D. ticket 15. A. price　B. rule　C. ticket　D. skill 三、写作 16. 假如你是某酒店客服中心的职员 Linda，请给你的新同事 Jack 写一封 80 词左右的电子邮件，介绍职场礼仪及其重要性。 内容包括： 1. 迎接顾客、倾听提问的具体做法；2. 处理投诉与礼貌道别的方式； 3. 这些礼仪对服务工作的意义。注意：不得出现真实信息，可适当增加细节。 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 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $