1.2（课件）Workplace Manners-Reading and writing & Culture Notes-《英语 服务类职业模块》（高教版 第三版）【上好课】

Workplace Manners Unit 1 Reading and Writing & Culture Notes 高教版英语 职业模块（服务类）第三版 1 Learning Objectives 1. Understand the four principles of good manners with customers. 2. Use skimming and scanning strategies to read the passage. 3. Compare Chinese and Western eye contact in service settings. 4. Write a short paragraph about workplace manners in a real situation. Watch and talk Discuss and tick Read and match Read and judge Discuss and answer Language points Think and write Think and summarize Homework Contents What can you see in this video? 1. Watch and talk. 观看视频，自由讨论。 What makes AI’s service different from human beings’? 2. Discuss and tick. 与同伴讨论，勾选正确的职场礼仪。 Give customers a friendly welcome. Be patient and keep smiling. Play with your smart phone. Make customers feel comfortable. Be ready to help. What are right workplace manners? 5 Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. Here are some good tips: (1) . Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. And a smile also communicates to customers that you are friendly and cheerful. The small step helps start the relationship on a positive note. (2) . 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. Interrupting shows disrespect and never improves the relationship. (3) . Before you speak with the customer, take a deep breath to calm down. Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. (4) . When customers are leaving, you have the chance to get some of the most valuable feedback from them. You need to thank them for that. Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. Goodbyes are not the new hellos, but they can be a positive new beginning. Good Manners with Customers 3. Read and match. 扫读文章，匹配段落。 6 3. Read and match. 扫读文章，匹配段落。 🅐 Be well-prepared 🅑 Handle complaints in a helpful manner 🅒 Greet customers with a smile 🅓 Say goodbye in the right way 🅔 Be honest 🅕 Listen attentively Para. 2 Para. 3 Para. 4 Para. 5 Tips: Skim paragraphs to get key words related to the subtitle. “Welcome” or “Hello” (示例法） a smile also communicates...(原词复现） be attentive to their questions...(原词复现） Interrupting shows disrespect (示例法） ...to find a timely solution (示例法） ...handle the complaint(原词复现） Goodbyes are not the new hellos, but they can be a positive new beginning(原词复现） Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. Here are some good tips: Greet customers with a smile. Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. And a smile also communicates to customers that you are friendly and cheerful. The small step helps start the relationship on a positive note. Listen attentively. 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. Interrupting shows disrespect and never improves the relationship. Handle complaints in a helpful manner. Before you speak with the customer, take a deep breath to calm down. Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. Say goodbye in the right way. When customers are leaving, you have the chance to get some of the most valuable feedback from them. You need to thank them for that. Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. Goodbyes are not the new hellos, but they can be a positive new beginning. Good Manners with Customers 3. Read and match. 扫读文章，匹配段落。 8 4. Read and judge. 再读文章，判断正误。 1) A friendly smile can help you to start a good relationship with customers. 2) Without careful listening, your quick answers can mean respect for customers. 3) Speaking in a friendly tone can help you handle a complaint. 4) Saying goodbye to customers sincerely can make them feel appreciated. ( ) ( ) ( ) ( ) T F T T Para. 2--- The small step helps start the relationship on a positive note. Para. 3--- Interrupting shows disrespect and never improves the relationship. Para. 4--- Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. Para. 5--- You need to thank them for that. Making customers feel appreciated... 9 5. Discuss and answer. 与同伴讨论，回答问题。 1) According to the passage, what are the good manners with customers? Start Complaint Service Greet customers with a smile. Listen attentively. Deal with complaints helpfully. Deal with complaints helpfully. End 10 5. Discuss and answer. 与同伴讨论，回答问题。 2) Do you know any other workplace manners? What are they? Respect the people we serve. Build and maintain a good image of the company. Help the company create more economic and social value. ... Culture Notes 西方人在交流中注重目光交流（eye contact），交谈时要注视对方双眼，以表示信任和坦诚。东方人在交际时，常避免长时间直视、盯视对方，以表示谦恭和尊重。在服务行业，当我们与西方人交流时，要与他们有直接的目光交流，以达到成功交际的目的。 11 Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. Here are some good tips: Greet customers with a smile. Customers want to feel valued and important, so a simple “Welcome” or “Hello” indicates that you notice them and leads them into your business. And a smile also communicates to customers that you are friendly and cheerful. The small step helps start the relationship on a positive note. Listen attentively. 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. Interrupting shows disrespect and never improves the relationship. Handle complaints in a helpful manner. Before you speak with the customer, take a deep breath to calm down. Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. Say goodbye in the right way. When customers are leaving, you have the chance to get some of the most valuable feedback from them. You need to thank them for that. Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. Goodbyes are not the new hellos, but they can be a positive new beginning. Good Manners with Customers 7. Language points 学习语言知识点。 12 参考译文 如果你为客户提供快捷、友好、有用的服务，他们会再次光临。以下是一些小建议： 1. 面带微笑迎接顾客 客户希望感受到自己是受到重视和被人看重的。因此一个简单的“欢迎光临”或“您好”就表明你注意到他们了，引导他们进入你的服务中。此处，微笑可以向客户传达你的友好和愉快。这一小步有助于开启一段积极的关系。 2. 专注聆听 无论客户询问的是产品价格还是旅行计划，即使你立即知道了答案，也请注意聆听他们的问题或意见。打断客户会显得对人不尊重，这绝对无助于关系改善。 客户服务的良好礼仪 7. Language points 学习语言知识点。 13 参考译文 3. 妥善处理投诉 在与客户交谈之前，先深呼吸，让自己平静下来，然后保持友好和关心的语气，表明你真心希望妥善处理该投诉。了解问题后要先道歉并确保及时找到解决方案。 4. 用正确的方式与顾客告别 当客户离开时，你将有机会从他们那里获得一些最有价值的反馈。你需要感谢他们。即使顾客取消服务，也要让他们感受到你的谢意，这决定了他们是否会向朋友和同事推荐你。告别并非重逢的序曲，但可以成为积极的新开端。 7. Language points 学习语言知识点。 14 语言点 1–2 · 把顾客"迎"进门 Serve your customers in a fast, friendly, and helpful manner, and they will visit you again. Here are some good tips: 以快速、友好、乐于助人的方式服务顾客，他们就会再次光顾。以下是一些好建议： (1) helpful (adj.) 有帮助的； 乐于助人的 构词法：help (v.) 帮助 + -ful（形容词后缀，表"充满……的"） 相关词：useful 有用的；careful 细心的； help sb. with sth. 帮某人做某事 (2) tips (n.) 建议；提示 构词法：tip (n./v.) 小费；尖端 → 引申为"提示" 相关词：advice 建议（不可数）；suggestion 建议；a useful tip 一条有用的提示 Good Manners with Customers 语言点 3–5 · 一句问候的连锁反应 (4) indicates (v.) 表明；暗示 构词法：in-（加强） + dic（说）+ -ate（动词后缀） 相关词：indication 迹象； indicator 指标 构词法：not（知道，与 know 同源） + -ice 相关词：noticeable 明显的； take notice of 注意 Good Manners with Customers Customers want to feel valued and important, so a simple "Welcome" or "Hello" indicates that you notice them and leads them into your business. 顾客希望感到自己受重视、很重要，所以一句简单的"欢迎"或"你好"就表明你注意到了他们，并把他们引进你的店里。 (5) notice (v.) 注意到 (n.) 通知 (3) valued (adj.) 受重视的 构词法：value (v.) 重视 + -ed（过去分词作形容词） 相关词：valuable 贵重的；invaluable 极宝贵的 语言点 6–7 · 微笑也是一种表达 And a smile also communicates to customers that you are friendly and cheerful. The small step helps start the relationship on a positive note. 微笑也向顾客传递出你友好、愉快的信息。这小小的一步有助于让这段 关系以积极的基调开始。 (6) cheerful (adj.) 高兴的；愉快的 构词法：cheer (n./v.) 欢呼 + -ful（充满……的） 相关词：cheer up 振作起来； cheerfully 高兴地； (7) positive note (短语) 积极的基调 构词法：positive (adj.) 积极的 + note (n.) 音调；基调 相关词：negative 消极的；optimistic 乐观的； Good Manners with Customers 语言点 8–9 · 先听懂，再回答 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. 无论顾客是在询问商品价格还是出行时刻表，都要专注地听他们的提问或意见， 即使你立刻就知道答案。 (8) schedules (n.) 时刻表； 日程安排 构词法：源自拉丁 schedula（小纸片） → 写在纸片上的安排 相关词：timetable 时刻表；on schedule 准时； (9) comments (n.) 评论；意见 构词法：com-（共同） + ment（心智，拉丁词根 mens） 相关词：comment on 对……评论； remark 评论； Good Manners with Customers 语言点 10–11 · 打断的代价 Interrupting shows disrespect and never improves the relationship. 打断别人显得不尊重，也绝不会改善你们之间的关系。 (10) interrupting (v./n.) 打断；插话 构词法：inter-（在……之间）+ rupt （断裂，拉丁词根 rumpere） 相关词：interrupt (v.) 打断； interruption (n.) 打扰； (11) disrespect (n.) 不敬；无礼 构词法：dis-（否定前缀） + respect 尊重 相关词：respectful 恭敬的； impolite 无礼的 Good Manners with Customers 语言点 12–14 · 先稳住自己 (13) maintain (v.) 保持；维持 构词法：main（手，拉丁词根 manus）+ tain（持有） 相关词：maintenance 维护； keep 保持 (14) tone (n.) 语调；语气 构词法：源自希腊 tonos（拉紧的弦）→ 弦的音高 相关词：tone of voice 说话的语气； Good Manners with Customers 相关词：stay calm 保持冷静； 构词法：calm (adj.) 平静的 + down（向下，程度降低） (12) calm down 冷静下来 Before you speak with the customer, take a deep breath to calm down. Then maintain a friendly and caring tone to show that you genuinely want to handle the complaint. 在与顾客交谈之前，先深吸一口气让自己冷静下来。然后用友好、关切的语气表明你真心想处理这个投诉。 句式精讲 · find a timely solution (15) apologize (v) 道歉 构词法：timely（n.+ly=adj.) (adj.) 及时的 相关词：solve (v.) 解决；a solution to… ……的解决办法 Good Manners with Customers 构词法：apo-（离开） + log（说） + -ize（动词后缀） 相关词：apology 道歉； After understanding the problem, you should apologize before saying anything else and make sure to find a timely solution. 在了解问题之后，你应该先道歉，再做其他任何事，并确保找到一个及时的解决方案。 (16) timely solution (短语) 及时的解决方案 语言点 19–20 · 最宝贵的礼物 When customers are leaving, you have the chance to get some of the most valuable feedback from them. You need to thank them for that. 当顾客准备离开时，你有机会从他们那里得到一些最宝贵的反馈。你应该为此感谢 他们。 (18) valuable feedback (短语) 宝贵的反馈 构词法：value (n.) 价值 +able (adj.后缀) 贵重的 feed (v.) 喂养 + back (adv.) 返回 相关词：respond 回应； positive feedback 正面反馈 (17) cancelation (n.) 取消 构词法：cancel (v.) 取消 + -ation（名词后缀） 相关词：call off 取消； cancellation（标准拼写） Good Manners with Customers 语言点 21–23 · 他们会不会推荐你 Making customers feel appreciated, even in the face of cancelation, determines whether they will recommend you to friends and colleagues. 让顾客感到被重视——即使是在面对取消订单时——决定了他们是否会把你推荐给朋友和同事。 (19) determines (v.) 决定；确定 构词法：de-（完全） + termin（界限）+ -es 相关词：determination 决心； (21) recommend (v.) 推荐；建议 构词法：re-（再，加强）+ commend（称赞） 相关词：recommendation 推荐； (20) colleagues (n.) 同事 构词法：col-（共同） + league（联盟） 相关词：co-worker 同事 Good Manners with Customers 课堂游戏 · 单词闯关（第 1 关） 点击你认为正确的选项：答对打勾加 10 分，答错抖动并给提示 Good Manners with Customers 1. help　→　________（adj. 有帮助的） helper ✗ 提示：help + -ful 构成形容词，表示“充满……的”。 helpless ✗ 提示：help + -ful 构成形容词，表示“充满……的”。 helpful ✓ +10 分 helping ✗ 提示：help + -ful 构成形容词，表示“充满……的”。 2. cheer　→　________（adj. 愉快的） cheerful ✓ +10 分 cheered ✗ 提示：cheer + -ful → cheerful（充满欢乐的）。 cheering ✗ 提示：cheer + -ful → cheerful（充满欢乐的）。 cheerless ✗ 提示：cheer + -ful → cheerful（充满欢乐的）。 3. value　→　________（adj. 受重视的） valuable ✗ 提示：value + -ed，过去分词作形容词，表“被重视的”。 valuing ✗ 提示：value + -ed，过去分词作形容词，表“被重视的”。 valueless ✗ 提示：value + -ed，过去分词作形容词，表“被重视的”。 valued ✓ +10 分 4. apology　→　________（v. 道歉） apologetic ✗ 提示：名词 apology 去 y 加 -ize → 动词 apologize。 apologize ✓ +10 分 apologized ✗ 提示：名词 apology 去 y 加 -ize → 动词 apologize。 apology ✗ 提示：名词 apology 去 y 加 -ize → 动词 apologize。 计分区 满分 40 分　每答对 1 题 +10 分 第 1 题 第 2 题 第 3 题 第 4 题 玩法：直接点击选项块即可判分。 重玩：翻到下一页再返回本页， 得分与动画会自动重置。 课堂游戏 · 句子配对（第 2 关） 为英文句子选出正确的中文意思：答对打勾加 20 分，答错抖动并给提示 Good Manners with Customers ① A simple “Welcome” indicates that we notice you. 一句简单的“欢迎”表明我们很快回来。 ✗ 提示：indicates 表明；notice 注意到——先“注意到”，才谈得上欢迎。 一句简单的“欢迎”表明我们注意到了您。 ✓ +20 分 一句简单的“你好”表明我们认识您。 ✗ 提示：indicates 表明；notice 注意到——先“注意到”，才谈得上欢迎。 一句简单的“欢迎”表明您可以进店。 ✗ 提示：indicates 表明；notice 注意到——先“注意到”，才谈得上欢迎。 ② Before you speak, take a deep breath to calm down. 在你开口之后，再向经理汇报情况。 ✗ 提示：before 在……之前；calm down 冷静下来。 在你开口之前，请先想好要说的话。 ✗ 提示：before 在……之前；calm down 冷静下来。 在你开口之前，先深呼吸让自己冷静下来。 ✓ +20 分 在你开口之后，请保持友好的语气。 ✗ 提示：before 在……之前；calm down 冷静下来。 ③ Interrupting shows disrespect and never improves the relationship. 打断别人显得不尊重，也绝不会改善关系。 ✓ +20 分 打断别人可以节省时间，也能改善关系。 ✗ 提示：interrupting 打断；disrespect 不敬；never 绝不。 等待别人显得不尊重，也会伤害关系。 ✗ 提示：interrupting 打断；disrespect 不敬；never 绝不。 插话说明你很专业，有助于改善关系。 ✗ 提示：interrupting 打断；disrespect 不敬；never 绝不。 计分区 满分 60 分　每答对 1 题 +20 分 第 1 题 第 2 题 第 3 题 玩法：直接点击选项块即可判分。 重玩：翻到下一页再返回本页， 得分与动画会自动重置。 7. Think and write. 根据所给信息，续写职员的职场礼仪。 1 2 3 4 smile listen attentively deal with complaints say good-bye smile listen attentively deal with complaints say good-bye 26 7. Think and write. 根据所给信息，续写职员的职场礼仪。 Linda works at the customer service center. . . . . She . She and helps them patiently. She is always honest to gain trust from customers. When dealing with complaints, she and makes sure to find a timely solution. She to customers when they leave. greets customers with a smile listens to customers attentively deals with complaints helpfully says goodbye in the right way 27 7. Think and write. 根据所给信息，续写职员的职场礼仪。 1 2 3 4 Group Work Make a poster to show us the workplace manners we should follow in these jobs. 28 7. Think and write. 根据所给信息，续写职员的职场礼仪。 评价维度 权重 评价要点 打分 要点齐全 30% 内容完整，覆盖关键信息，表达有条理 1—10 分 语言准确 30% 用词恰当，表述清楚，符合职场语境 1—10 分 连贯衔接 20% 前后衔接自然，逻辑顺畅，过渡清楚 1—10 分 礼仪得体 20% 态度尊重，表达礼貌，边界感清晰 1—10 分 总分 100% 四项加权综合得分 ____分 Why are workplace manners important in service? 8. Think and summarize 思考问题，总结内涵。 1. Finish the exercises in your worksheet; 2. Make a poster to show the workplace manners. Homework 2025 Blues 126437.18 2025 Blues 126437.18 $