1.3（课件）Workplace Manners-Language Practice & Problem Solving & Self-Assessment-《英语 服务类职业模块》（高教版 第三版）【上好课】

Workplace Manners Unit 1 Language Practice & Problem Solving & Self Assessment 语言运用 · 融合课——服务之星挑战赛 高教版英语 职业模块（服务类）第三版 1 Learning Objectives By the end of this lesson, you will be able to 1. Use the key words and polite service expressions of Unit 1 correctly (greet, maintain, interrupt, apologize, handle, valuable...). 2. Tell what is polite and what is not in workplace service, and correct the wrong behaviours in English. 3. Handle real service problems with the A-L-E-O-T framework: Apologize, Listen, Explain, Offer, Thank. 4. Assess your own performance with the self-assessment checklist and make a practical improvement plan. Round 1 Language Practice Activities 10—14　听、说、词汇、判断、补全五关闯关 Round 2 Problem Solving Activity 15　情境解码 · A-L-E-O-T 框架 · 小组实战 Round 3 Self-Assessment Activities 16—18　词汇检测 · 自评量表 · 改进计划 Contents Lead-in: Service Star Challenge 导入：“长沙国际文旅服务之星”评选任务 Lead-in: Service Star Challenge 导入：“长沙国际文旅服务之星”评选任务 Round 1 语言闯关 Language Practice Activities 10—14 Round 2 实战处理 Problem Solving Activity 15 & Group Challenge Round 3 复盘自评 Self-Assessment Checklist & Reflection Finish these tasks to be a good service star. Language Practice ROUND 1　|　第一回合　语言闯关 Language Practice 6 10. Listen and number. 听录音，给句子排序。 ( ) A. Say “goodbye” and “thank you” when customers leave. ( ) B. Handle complaints in a helpful and efficient way. ( ) C. Welcome and greet customers with a smile and make eye contact. ( ) D. Always tell the truth to customers. ( ) E. Listen carefully and answer patiently. 1 2 3 4 5 When we serve customers, we should know the following manners: · Greet and serve each customer with a smile and make eye contact; · Listen to customers carefully and answer each question patiently; · Deal with complaints helpfully and efficiently; · Tell the truth to customers at all times; · Say “Thank you for coming" when customers leave. Audio Script P 120 保持眼神接触 deal with =handle 7 11. Speak and practice. 参考上述句子，与同伴练习职场礼仪。 1) When greeting customers, we should . 2) When customers ask questions, we should . 3) When handling complaints, we should . 4) If we , customers will know what’s going on and manage their expectations. 5) When customers leave, we should . greet them with a smile listen attentively handle them in a helpful and efficient way are honest say goodbye the right way honest (adj.)诚实的 =always tell the truth expect (v) 期待+ation (n后缀）=expectation (n.)期待 8 cheerful expectation greet timely feedback colleague attentively recommend 1) I could see in her face that life was full of interest and . 2) We need both positive and negative from our customers. 3) The restaurant has a atmosphere, so it attracts many customers. 4) I have just spent a holiday in the hotel and will it to my friends. 5) A terrible accident was prevented by the arrival of the police. 6) The hotel staff are friendly and when serving customers. feedback expectation 12. Choose and complete. 选择词语，用适当形式填空。 cheerful recommend timely attentive positive and negative积极的 & 消极的 full of 充满 atmosphere 氛围 prevent (v.)预防 13. Read and judge. 读有关职场礼仪的句子，判断正误。 When serving customers, F F rush 催促 appearance 外貌 comment on 对......评论 F F T When serving customers, 1 2 3 4 • Keep your personal stories at home • Focus on your work • Stand upright • Be attentive and helpful 14. Choose and write. 选择语句，补全关于避免活动 13 中错误行为的句子。 upright 向上 focus on 专注于... Problem Solving ROUND 2　|　第二回合　实战处理 Problem Solving 12 Problem Solving You work as a receptionist at the front desk in a hotel. Mr. Smith, a bad-tempered guest, booked a room three days ago, but he came with a pet dog. The hotel rules say that animals cannot be admitted. Situation temper 脾气 admit 允许 13 Problem-Solving Framework: A-L-E-O-T 问题解决五步框架——把“会说话”变成“按步骤说话” 1 Apologize 致歉 I’m sorry for the inconvenience. I’m terribly sorry about that. 2 Listen 倾听 I understand how you feel. Let me make sure I’ve got it right. 3 Explain 说明 I’m afraid pets are not allowed in our rooms, because... 4 Offer 提供方案 May I offer you two choices? Here is a solution for you. 5 Thank 致谢 Thank you for your understanding. We truly value your feedback. A guest has waited 40 minutes and complains about the slow service. Situation 1 基础 Group Challenge: Solve It in Real Service 迁移创新：任选情境，按 A-L-E-O-T 框架设计并展示 6—8 句对话 Situation 2 进阶 A guest asks to check in at 6:00 p.m., but the room is fully booked. A tourist asks for a full refund because the tour is cancelled by heavy rain. Situation 3 挑战 15 Group Challenge: Solve It in Real Service 迁移创新：任选情境，按 A-L-E-O-T 框架设计并展示 6—8 句对话 peak hour 高峰期 short of staff 缺少员工 speed up 加速 room upgrade 房间升级 Situation 1 (Word bank) Situation 2 (Word bank) fully booked 订满 luggage room 行李间 room service 客房服务 rest area 休息区域 Situation 3 (Word bank) safety reason 安全原因 full refund 全额退款 for free 免费地 road risks 道路风险 Steps　流程 1. Choose a situation card 选任务 2. Design with A-L-E-O-T 合作设计对话 3. Rehearse in roles 分角色排练 4. Present & peer-assess 展示与互评 Assessment　 评价量表 语言准确性 30% 礼仪得体性 30% 问题解决有效性 20% 合作与表现力 20% Group Challenge: Solve It in Real Service 迁移创新：任选情境，按 A-L-E-O-T 框架设计并展示 6—8 句对话 A guest has waited 40 minutes and complains about the slow service... Situation 1 基础 17 Group Challenge: Solve It in Real Service 迁移创新：任选情境，按 A-L-E-O-T 框架设计并展示 6—8 句对话 A guest asks to check in at 6:00 p.m., but the room is fully booked. ... Situation 2 进阶 18 Group Challenge: Solve It in Real Service 迁移创新：任选情境，按 A-L-E-O-T 框架设计并展示 6—8 句对话 A tourist asks for a full refund because the tour is cancelled by heavy rain. Situation 3 挑战 19 Self-Assessment ROUND 3　|　第三回合　复盘自评 Self-Assessment 20 Think and translate. 翻译以下词语。 1) notice . 5) calm down . 2) comment . 3) helpful . 4) manners . 7) 反馈 . 6) 时间表 . 10) 安检 . 9) 登机牌 . 注意到 评论 有帮助的 礼貌；礼仪 镇定下来 feedback schedule 8) 表明 . boarding pass indicate security check Excellent: ≥ 9 Good: 7 or 8 Need to review: 6 21 Read and complete the sentences. 用本单元所学的词语补全句子。 1) When guests arrive at a hotel, it is important to them with a big smile. 2) We good manners all the time to give the best service. 3) When a customer is talking, we never them rudely. 4) If we make a mistake during service, we to the customer immediately and genuinely. 5) The staff customers’ complaints patiently and find solutions. 6) When guests give feedback, we consider it as information. Excellent: ≥5 Good: 4 Need to review: 3 greet maintain interrupt apologize handle valuable 22 Self-Assessment Checklist 自我评价量表：请对照本课表现客观打分（1 = 待改进，5 = 很好） A 语言准确性 Language accuracy 能准确使用本单元核心词汇与句型完成各项练习 1　2　3　4　5 B 礼仪得体性 Politeness 能根据情境选择得体、委婉的表达，避免服务禁忌行为 1　2　3　4　5 C 问题解决能力 Problem solving 能运用 A-L-E-O-T 框架处理真实服务冲突 1　2　3　4　5 D 学习策略 Learning strategies 能主动参与合作、及时订正并制定改进计划 1　2　3　4　5 My weakest point: ___________________________ My improvement plan: _________________________ Summary & Homework 课堂小结与分层作业 礼貌服务链　Polite Service Chain Greet 迎接 → Listen 倾听 → Respond 应答 → Handle 处理 → Say goodbye 道别 问题解决五步　A-L-E-O-T Apologize 致歉　 Listen 倾听　 Explain 说明 Offer 提供方案　 Thank 致谢 Homework　课后作业 1.（必做）完成同步练习一、二大题 2.（选做）完成同步练习三—六大题 3.（必做）情境应对写作（80 词，含 A-L-E-O-T） 4.（小组）AI 润色对话并录制 1 分钟音频 Summary & Homework 课堂小结与分层作业 Good manners cost nothing, but they mean everything. Words and Expressions passport /ˈpɑːspɔːt/ n. 护照 place /pleɪs/ v. 放置 scale /skeɪl/ n. 秤 stopover /ˈstɒpəʊvə(r)/ n. 中途停留 tray /treɪ/ n. 托盘 set /set/ adj. 安排好的 pillow /ˈpɪləʊ/ n. 枕头 blanket /ˈblæŋkɪt/ n. 毯子 well-prepared /ˌwel prɪˈpeəd/ adj. 准备充分的 manners /ˈmænəz/ n. 礼貌；礼仪 helpful /ˈhelpfl/ adj. 有帮助的 tip /tɪp/ n. 建议；窍门 greet /ɡriːt/ v. 迎接 valued /ˈvæljuːd/ adj. 重要的 indicate /ˈɪndɪkeɪt/ v. 表明 notice /ˈnəʊtɪs/ v. 注意到 cheerful /ˈtʃɪəfl/ adj. 愉快的 positive /ˈpɒzətɪv/ adj. 积极的 note /nəʊt/ n. 基调；语气 attentively /əˈtentɪvli/ adv. 专心地 schedule /ˈʃedjuːl/ n. 时间表 26 comment /ˈkɒment/ n. 评论 interrupt /ˌɪntəˈrʌpt/ v. 打断（谈话） disrespect /ˌdɪsrɪˈspekt/ n. 失礼 handle /ˈhændl/ v. 处理 maintain /meɪnˈteɪn/ v. 保持 tone /təʊn/ n. 语气 genuinely /ˈdʒenjuɪnli/ adv. 真诚地 apologize /əˈpɒlədʒaɪz/ v. 道歉 timely /ˈtaɪmli/ adj. 及时的 solution /səˈluːʃn/ n. 解决方案 valuable /ˈvæljuəbl/ adj. 有价值的 feedback /ˈfiːdbæk/ n. 反馈 cancelation /ˌkænsəˈleɪʃn/ n. 取消 determine /dɪˈtɜːmɪn/ v. 决定 recommend /ˌrekəˈmend/ v. 推荐 colleague /ˈkɒliːɡ/ n. 同事 boarding pass 登机牌 security check 安检 carry-on luggage 随身携带的行李 mineral water 矿泉水 calm down 镇定下来 Words and Expressions 27 36022.97 null 100625.68 $