教学过程

1. 布置任务。

各小组现在为Arka酒店前厅服务人员。1156号房的Smith先生打电话给前台的王平，因为抽水马桶不能用，空调也坏了，王平告诉他维修人员很快就到。他还将收到一个免费的花篮。

2. 学生分组讨论

小组内讨论作为Arka酒店前厅服务人员在处理投诉时应该注意什么？处理投诉的工作流程是怎样的？处理投诉时主要运用到哪些英语知识？

3. 展示

分小组展示讨论结果。

4. 学生互评、教师点评总结

Service Procedure 服务流程

Greet the guest.

Use the polite language of service.

Be patient to listen to what the guest says and take notes.

Say “sorry” or make an apology to the guest.

Tell the guest what will be done at once.

Tell the guest the time in which the problem will be solved out.

Ask the guest to tell his name and room number.

Say “Thank you “ to the guest.

Tell the related clerk to do at once.

Exam the result and make a record.

Express your wishes.

5. 教师布置口语训练任务

 The lamp in Mr. Nobel’s room was broken. And no one solved the problems for him. He is very angry. Receptionist called Mr. Nobel to check the Maintenance service.

6. 学生分组讨论、编排对话并练习，将完成的对话呈现在工作页上

7. 分角色扮演，演示所编排对话

   (R=Receptionist    N= Mr. Nobel   )

N:  Hello.

R:  Good morning. Is that Mr. Nobel, Room 2049?

N:  Yes. Who is speaking, please?

R:  This is Reception, Mr. Nobel. You called us to report that there was something wrong with the lamps.

N:   Yes. I have never found a room with such poor facilities.

R:   I am awfully sorry about that. I am just calling to check whether the problems have been solved, Mr. Nobel.

N:   No, no one has come since I called you.

R:   I do apologize for that. I will check with the Maintenance Department. I assure you that they will come at once.

N:   Would you? Oh, here they come. Thank you.

R:   It is my pleasure. Thank you, Mr. Nobel.

8. 学生互评、教师点评总结

9. 记单词游戏、布置作业

教师将本课重点词汇、词组、句式以卡片形式呈现，由各小组进行抢答、计时测试等游戏，进行记忆。

Explaining

10 minutes

Explaining

10 minutes

  EExplaining

20 minutes

Explaining

& Reading

& 

Practicing

10 minutes

Explaining

& Reading

& 

Practicing

35 minutes

Explaining

5 minutes