| CONTENT | Unit 2 | Period | Teaching Arrangement | ||||||||
| May I Help You? | 6 | 1-2 | Listening & speaking | ||||||||
| 3-4 | Reading | ||||||||||
| Lesson Type | New | Feature | An Integrated Lesson | 5-6 | Writing & Real life skills | ||||||
| Lecture Class | Place | ||||||||||
| Teaching Aims and Demands | Ability objects | Knowledge objects | Moral objects | ||||||||
| 1.To improve Ss’ ability of getting information through reading & listening. 2.To know how to express the duties of the work and ask for clarification. | 1. To master new words and phrases; to finish exercises. 2. To get the main idea of the whole passage. | 1. Try to follow basic clothing and hygiene rules in the workplace. 2. Students will be able to write an e-mail to ask for help. | |||||||||
| Teaching Focus and Difficulties | Key points： to get the main idea of the reading passage. 全面理解阅读材料，了解一名服务人员的重要性并能读懂信号满足顾客需求。 Difficult point：to use the useful expressions to ask questions at check-in and taking orders. 听懂所听材料，并掌握在宾馆登记入住时和餐馆时常用的提问句式。 | ||||||||||
| Teaching Design | 根据销售类服务人员常见的服务内容，创设生动的职业情景，巧妙设置思维活动，让学生通过思考，组织语言，融入技巧，开拓思维，举一反三的运用一定的方法实现优质服务。 | ||||||||||
| Analysis of the Teaching Material | Exercise book and students’ books Test papers Some example sentences | ||||||||||
| Teaching Reflection | 本单元以接待顾客岗位的人员工作态度、服务质量为切入点，以宾馆前台接待、餐馆点餐为主要职业情景，让学生了解提供优质服务，不仅需要出色的专业知识，更需要娴熟的人际沟通技巧，察言观色的技巧、以顾客为中心的宗旨。 | ||||||||||
| Teaching Procedure | |||||||||||
| Teaching Procedures | Teacher’s Guide and Activity | Students’ Activity | Design Intent | ||||||||
| Period 1 Warming-up, Listening & Speaking A
| Step One: Warm-up Activity1: Some people are talking about the service they’ve received. Have they received good or bad service? Write G for good or B for bad in the blanks. Activity2：Discuss in groups: What should be done to improve the bad service mentioned above?
Step Two:Listening&Speaking A Activity1: Listen to the conversation and tick(√) where it happens..
Activity2：Intensive Listening Listen again. Then. underline the questions asked by the hotel clerk. Questions Asked at Check-in | ||||||||||
| Do you have a reservation? | |||||||||||
| How long will you be staying? | |||||||||||
| Do you prefer a smoking or non-smoking room? | |||||||||||
| Will you be paying by cash or credit card? | |||||||||||
| Could you fill out this registration form, please? | |||||||||||
| Possible Responses |
| Yes, the name is Joe Smith. |
| I’ll be checking out on Friday. |
| Non-smoking, if you please. |
| Credit card, if you accept Visa. |
| Do you need to see my passport. |
Activity 4: Complete the conversation and then role-play it with your partner.
Step Three: Summary
Useful Expressions about questions asked at checked-in.
Step Four: Homework
As a hotel cleark, know how to ask questions at check-in.
Notes:
→Clerk [klɑ:k] n. 旅馆服务台接待员；职员
→Coupon [ˈku:pɒn] n. （购物的）赠券，优惠券
→Check in 登记入住
I'll ring the hotel. I'll tell them we'll check in tomorrow...
我来给旅馆打电话，通知他们我们明天入住。
→Check out 结账离开，结账退房
They packed and checked out of the hotel.
他们收拾好东西，办理了退房手续。
I was disappointed to miss Bryan, who had just checked out...
我非常失望没有见着布赖恩，他刚退房走了。
→Reservation [ˌrezə'veɪʃn] n.预定，预约
He went to the desk to make a reservation...
他到服务台进行了预订。
Do you have a reservation?
你有预定吗？
→manage ['mænɪdʒ] vt. 管理，经营
Mr. Smith manages a large department store.
史密斯先生经营一家大型百货公司。
→manage to do sth经过努力克服困难，设法做成某事
Given a chance, I will manage to do the work well.
| 如果给我机会，我会设法做好这项工作。 | 学生自主进行信息判断。 分组讨论，派代表向全班汇报。 听录音，关注工作流程中的关键词来获取答案。 学生听并画线找出宾馆接待员提出的问题，同时模仿其语音语调。 鼓励学生从已学对话中找出符合的问句，在此基础上，让学生自行编写问句进行扩充。 | 了解好的服务和不好的服务，形成优质服务的态度。 进一步帮助学生进入到顾客接待情境，引导学生思考在顾客接待过程中如何改善服务质量。 辨析对话中人物所在的场所。 掌握常见的宾馆前台接待对话，同时模仿语音语调。 。 巩固学生在活动2中所学到的顾客接待用语与宾馆前台接待登记入住时的顾客信息收集；同时，为活动4的模拟真实情境中的恰当运用做准备。 复习巩固宾馆前台接待对话，并能够进行简单的日常对话。 | |||||||||
Period 2
Listening & Speaking B | Listening and Speaking B Step One: Review Review some useful expressions about questions asked at check-in. Step Two: Listening Activity1：Look at the picture. What did the customer order? Tick (√) from the list. Activity 2：Extensive listening Listen to the conversation and circle the correct answers.. Activity 3：Intensive Listening Listen again and complete the order sheet for the waitress. Step Three: Arrangement Arrange the sentence below to make a conversation between a customer and a waiter in a coffee shop. Waiter: Are you ready to order, sir? Customer: Yes, please. I’d like a cup of coffee. Waiter: Cream and sugar? Customer: Just black’s fine. Waiter: Anything else, sir? Customer: And a piece of toast. Waiter: Certainly, sir. Coming right up. Customer: Thank you. Step Four: Role-play Read the menu. Then work with your partner to turns to order and take the order. Step Five: Homework Try to remember the new words and expressions. Notes: Care for想要；喜欢 Would you care for something to drink ? 你想要喝点什么吗？ She doesn’t care for that color. 她不喜欢哪种颜色。 | Ask & Answer 观察图片，判断客人点的实物名称，做出正确选择。 初听 再听 学生积极思考，将餐馆点餐句子的顺序重排。 角色扮演 掌握重点单词用法，做好课后复习。 | 转换场景，进入“餐馆”这个职业情景，迅速进入waiter这个角色。 通过听去实现筛选信息。 训练学生熟悉工作流程中要用的问答，为下一个综合对话活动做句子准备。 理解并掌握重点单词的读音，词义及其用法。 | ||||||||
| Period 3 and 4
Reading | Reading How Important Are You? Step1: Skimming Read the passage and find what “your” job is. Answer: “You” are a worker whose main job is to deal with customers. From: You will realize that dealing with customers is a major part of your job. Step2: Scanning1 Read the passage again to get the main idea. of the first two paragraphs. a. “You” play an important role in the success of a business.. b. “You” should work hard to run a successful business. c. Dealing with customers is only part of “your” job. Step3: Scanning2 Read the passage again to find the two examples on how to make customers feel important. 1Give the customer your full attention. 2Look at the customer in the eye. Step4: Application Look at the pictures below and read the “signs” the customers give. 1The man is in a hurry. What should the waiter do? Suggest him some foods that can be served in a short time. 2The woman thinks the dishes are too expensive. What should the waiter do? Suggest her some nice meals that are not too expensive. Step5: Summary 1. Language points 2. The important role of a server Step6: Homework Try to remember the words and expressions learned in class and master the usage of them. Notes: 1, avoid vt. 避免 →avoid something避免某事 →avoid somebody避免某人 →avoid doing something 避免做某事 The pilots had to take emergency action to avoid a disaster... 飞行员不得不采取紧急措施避免灾难的发生。 She felt that her friends tried to avoid meeting her purposely. 她感觉到她的朋友在故意躲着她。 2. in addition 另外 →in addition 副词，位于句尾时，相当于as well； →in addition to 复合介词，“除……之外”，相当于as well as和besides, 后接名词，代词、动名词。 In addition to lending me his camera, he taught me how to use it. 除了把相机借给我，他还教我如何去使用它。 →当主语后跟有in addition to 引导的短语时， 谓语动词仍与其前的主语保持一致。 The teacher, in addition to his students, is interested in the film. 老师和他的学生都对这部电影感兴趣。 | 快速阅读 任务阅读1（段落1和2） 任务阅读2（段落3和4） 看图, 分析顾客心理,找出顾客的”需要”,提供合适的服务. Practice & try to remember the key points. | 通过快速浏览课文，找出作为服务人员的“”。 阅读问题和选项，运用针对问题找出答案的阅读策略，进行阅读，完成阅读任务。 通过阅读后两段，让学生使用查找的方法，提高阅读技巧，完成阅读任务。 让学生灵活使用所学句型;让学生灵活使用服务技巧,努力提供优质服务. 及时复习巩固，注意查漏补缺。 除掌握英语各个语言知识点的一般规律之外，还需要注意英语各个语言知识点的特殊规律。 | ||||||||
Period 5
Writing | Writing Step1：Revision Review the passage —— How Important Are You?. Step2：Reading Read the phone conversation below and underline the key information the clerk shouldn’t miss. A pizza Delivery My name is Angela Smith. My address is number two Front Street. A large pizza with mushrooms, olives and extra cheese. Step3：Role-play Use the menu on page38 to role play a conversation between a customer and a take-out clerk. The clerk needs to complete the form for delivery as shown below. . Step4：Summary How to fill out a form for delivery. Step5：Homework Review what have been learned in the unit. | 复习阅读部分课文 阅读 角色扮演&填写送货单 | 通过快速阅读的查找技巧，莪让学生在对话中敏感的抓住重要信息，为下一个环节的写作做好准备。 依据送货单的项目，编写并在模拟真实职业场景中进行顾客和职员之间的对话。 | ||||||||
| Period 6
Real Life Skills | Real Life Skills Step1: Lead-in Suppose you work at a supermarket. Read the poster and choose the appropriate description from the box for each one. Answer: a. clearance b. regular-priced merchandise c. coupon d. special promotion e. sale Step2: Match up Look at some customers’ shopping carts and up-sell another product to each of them. Be sure your offer is relevant to what they’ve bought.
Step3: Reading Read the conversation below. How many times did the waiter try to up-sell? Mark them in the conversation. ﹡ Would you like to upgrade to a medium one? ﹡ Would you like cheese with that? ﹡ Would you like to add a donut to go with that? Step4: Discussion Did the waiter above make a successful up-selling? Further Reading Step1: Pre-reading Do you know how to use up-selling techniques properly? Step2: While-reading With the above question, scan the whole text and find out the up-selling techniques ＊Pay attention to the customer. ＊Pick the up-sell wisely. ＊Be specific. ＊Ask the customer for permission to describe the item you are up-selling. ＊Resist the temptation to over up-sell. Step3: Post-reading Work in group of four or five. Two role-play a scene of up-selling while the others make comments: Is the salesperson behaving properly? Step5: Summary 1. Useful phrases 2. How to use up-selling techniques properly? | 导入 按要求寻找相关信息 匹配练习 将学生分成2人一组，读对话，并画出有提升销售的地方，全班核对。 将学生分成4大组进行讨论。 读前思考讨论 查读 读后小组活动：角色扮演+讨论评价 总结 | 本活动为项目的导入部分，让学生从阅读和分析各类超市海报着手，一是让学生进入到模拟真实的情景中；二是储备项目任务——提升销售——所需要的信息，让学生做好准备，找出推销的内容和理由，并运用本单元所学的语言和职业技能来解决问题，为下面的活动做好铺垫。 培养学生职业道德、职业素养、学会揣摩顾客的心理，满足顾客的需要，运用合适的雨燕和态度，改善服务质量。 学生开展快速阅读，自行总结“提升销售”技巧（即文章要点） 通过角色扮演，身临其境的体会提升销售技巧该如何运用，再通过旁观者的观察，分析其运用的是否合适。 帮助学生查漏补缺 | ||||||||
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