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1、Unit 4Serving CustomersServing Customers第1页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersContentsUnit GoalsUnit GoalsLead-inLead-inListening&SpeakingListening&SpeakingReading&WritingReading&WritingLanguage in UseLanguage in UseUnit TaskUnit TaskExtended ActivitiesExtended ActivitiesFun TimeFun Ti
2、me第2页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersUnit GoalsLearners should be able to give and take customers orders give suggestions to customers understand the duties and communicative skills of an attendant write about working experience第3页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersLea
3、d-inPeople need service at(in)_.an airporta hospitala travel agencya banka hotela shopa post officea restaurant第4页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersListening&SpeakingPart IPart IIWords and Expressions第5页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart IListening 1Dialogue 1Role P
4、lay第6页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersListening 1Tick in the boxes the food and drinks you hear.ScriptCustomer1 chicken soup sandwich fried rice teaCustomer2 orange juice salad hamburger milkCustomer pizza coffee noodles French fries3第7页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving Custom
5、ersDialogue 1Are You Ready to Order,Madam?(A waiter is taking orders in a restaurant.)Waiter:Are you ready to order,Madam?Guest:Yes,I am.Waiter:What would you like?Guest:Id like a hamburger.Waiter:Would you like something to drink?We have orange,mango and apple juice.Guest:Id like a glass of orange
6、juice,please.第9页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersRole PlayPractice the dialogue by using the pictures below and see if you can say more.apple pie/a cup of teafried chicken/a cup of coffeea pizza/a can of orange soda第10页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart IIListening
7、 2Dialogue 2Role Play第11页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersListening 2Listen and number the pictures.ScriptABCD4213第12页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersDialogue 2Can You Recommend Somewhere for Me?(Amy is going on a holiday trip.She is at a travel agency,talking with a
8、 travel agent.)Amy:Id like to book a short holiday somewhere in Britain.Agent:Do you have any place in mind?Amy:Well,I havent made up my mind.Can you recommend somewhere for me?Agent:There is London,of course.Amy:Sounds great.What are the places of interest in London?Agent:Well,theres Tower Bridge.I
9、ts one of the most famous bridges in the world.Its a must to see.第14页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersRole PlayA:I d like to book a short holiday somewhere in _.B:Do you have any place in mind?A:Well,I havent made up my mind.Can you recommend somewhere for me?B:There is _,of course.R
10、ome,Italy12London,England3Paris,FrancePractice the dialogue by using the pictures below and see if you can say more.第15页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWords and Expressions 1sandwich/5sAnwIdV,5sAndwItF/n.三明治fried/fraId/adj.油炸hamburger/5hAmb:E/n.汉堡包pizza/5pi:tsE/n.比萨饼mango/5mANEu/n.
11、芒果recommend/rekE5mend/v.推荐；推介tower/5tauE/n.塔Italy/5ItElI/n.意大利Words and Expressions第16页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWords and Expressions 2Words and Expressionsbridge/brIdV/n.桥somewhere/5sQmweE/n.某处holiday/5hlEdI,95hlEdeI/n.假日，假期trip/trIp/n.旅行agency/5eIdVEnsI/n.代理处agent/5eIdVnt/n
12、.代理人book/bUk/v.预订Britain/5brItn/n.英国第17页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWords and Expressions 3Words and Expressionssound /saUnd/v.听起来must /mQst,mEst/n.口必须做事；必需东西a bowl of 一碗a can of 一听；一罐travel agency 旅行社travel agent 旅行社代理人have.in mind 有想法；心存place of interest 名胜第18页英语（服务类）（职业模块）英语（
13、服务类）（职业模块）UNIT 4Serving CustomersReading&WritingReadingWriting第19页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersReadingPre-reading ActivityPre-reading ActivityTextTextWords and ExpressionsWords and ExpressionsRead and MatchRead and MatchShort-answer QuestionsShort-answer Questions第20页英语（服务类）（职业模块
14、）英语（服务类）（职业模块）UNIT 4Serving CustomersPre-reading ActivityHave a discussion with your partner and tick the right choices about a bartender.A bartender()should have some special training.()mixes different kinds of drinks.()doesnt need to work at night.()should be kind and friendly to guests.()can ofte
15、n drink alcohol during his work time.()can get some tips if he does a good job.第21页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersTextA Bartendereing a bartender has been my dream,so I attended a training school and studied there for 2 years after graduating from my middle school.Now I am skillful
16、 at mixing different kinds of drinks.I work four nights a week and earn a lot of money.I meet different people,young and old,men and women.I keep smiling and try to satisfy them.Because of my good service and thoughtfulness,I always get some tips.You see,I get along well with my customers.B第22页英语（服务
17、类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWords and Expressions 4Words and Expressionsbartender/5bB:tendE/n.酒吧招待；酒吧侍者special/5speFEl/adj.尤其；特殊mix/mIks/v.调制；配制during/5djuErIN/prep.在期间dream/dri:m/n.梦想attend/E5tend/v.参加graduate/5rAdVueIt/v.毕业第23页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWords
18、and Expressions 5skillful/5skIlfl/adj.熟练；有技巧earn/:n/v.赚得；取得satisfy/5sAtIsfaI/v.使满足；使满意thoughtfulness/5WC:tfl9nIs/n.体贴；细心customer/5kQstEmE/n.用户always/5C:lweIz/adv.总是；一直tip/tIp/n.小费Words and Expressions第24页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWords and Expressions 6training school 培训学校midd
19、le school 中学be skillful at 精于earn money 挣钱get along with 与相处Words and Expressions第25页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersRead and MatchMatch the words with their meanings.1._ dream A.gain in return for work2._ skillful B.having ability to do well3._ mix C.picture of future4._ earn D.mee
20、t the needs of5._ satisfy E.put together6._ tip F.extra payment given for serviceCBEADF第26页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersShort-answer QuestionsAfter reading the text,give short answers to the following questions.1.How many years did the bartender study at a training school?_2.Is h
21、e good at his job?_3.How long does he work every week?_4.What kind of people does he meet at work?_5.Is he satisfied with his job?_2 years.Yes,he is.He works four nights a week.He meets different kinds of people.Yes,he is.第27页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersWritingWrite out a passag
22、e according to the following pictures.You can refer to the text.1234I am working as a bartender now!I attended _ in.I learned how to _.My _ is on Monday,Wednesday,Friday and Sunday nights.I _.I get along very well with my customers.a training schoolmix drinksworking timekeep smiling and work hard第28
23、页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersLanguage in UsePart I.SpellPart Part II.II.ListenListenPart Part III.III.SpeakSpeakPart IV.ReadPart IV.ReadPart Part V.V.WriteWriteProblem SolvingProblem SolvingCulture TipsCulture Tips第29页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart I.Spell
24、Spell out the missing words.The first letter of the words is already given.1Tom works as atravel a_ _ _ _.2Albert often s_ _ _swarmly.3A b_ _ _ _ _ _is standing behind the table.4James is o_ _ _ _ingsome dishes in arestaurant.g e n tmileartenderr d e r第30页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving Cust
25、omersPart I.SpellSpell out the missing words.The first letter of the words is already given.5I get some t_ _s formy good service.6My friend r_ _ _ _ _ _ _s a plan to me.7Philip serves c_ _ _ _ _ _ _s every day.8Did you b_ _ _ a hotel room yesterday?i pecommendu s t o m e rook第31页英语（服务类）（职业模块）英语（服务类）
26、（职业模块）UNIT 4Serving CustomersPart II.ListenListen and choose what you hear.posterafternoonadvertisinglightlargethinkScript第32页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart III.SpeakSpeak out.In pairs,practice the dialogue by using the pictures below.See if you can say more.A:Good morning,sir
27、.What can I do for you today?B:Id like to have a _.A:Let me check.What do you think of this one?B:Hmm,its nice.And it has a lovely _,too.camerabagcomputermouse1234camerabag第34页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart IV.ReadRead the statements below and try to match them with the pictur
28、es.ABCD1)The Bicycle Store sells many kinds of bicycles.2)There is also a pretty girl in the poster,but we dont sell pretty girls.3)A customer came in and wanted to buy a bike.4)There was a light on the bike in the poster.第35页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart V.WriteWrite out the
29、 missing words to complete a story.The bicycle store sells many kinds of bikes.One day,a _ came in and wanted to buy a bike that was advertised in the poster.The _ showed him a bike.The customer had a look at the bike and complained that there was not a light on the bike,but there was one on the bik
30、e in the poster.The salesman then said _,“Sir,there is also a pretty girl in the poster,but we dont _ pretty girls.”customersalesmanpolitelysell第36页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersProblem SolvingPart 1Part 2第37页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart 1The couple needs
31、help!Check the menu below and recommend some dishes to them.American DishesFried Chicken&PotatoesFried Fish&PotatoesRoast Fish&Tomato SoupBacon&Eggs,PotatoesChinese DishesFried RiceFried NoodlesSteamed FishDessertsCoffeeIce CreamApple Pie第38页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart 1The
32、 couple needs help!Waiter:Are you ready to order,sir?Husband:Hmm.,Id like an American dish,but I hate potatoes.Waiter:Well,what about _?Husband:Sounds nice.Waiter:And you,Madam?Wife:Well,I want a Chinese dish.What would you recommend?Waiter:How about _?Wife:Thats fine.Waiter:What would you like to h
33、ave for dessert?Husband:Hmm.,I want an apple pie and my wife wants something cold and sweet.Waiter:Well,what about _?Wife:Sounds great.roast fish&tomato soupsteamed fishice cream第39页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart 2Can you help Mary out?Rose wants to visit your city,but she kno
34、ws nothing about the hotels there.Can you help her out by telling her some useful information?1.Is there a better quality hotel in your city?2.How far is it from the supermarket/shopping center/places of interest?3.Is it easy to take a bus/subway/taxi from the hotel?4.Write down the hotels name for
35、Rose._There are many good hotels in our city offering first-rate facilities and high-quality service.Flying Hotel is one of them.It is close to the TV Tower where you can overlook the whole city.And it takes only a 15-minute ride to the shopping center in downtown.And you can easily reach the hotel
36、both by bus and by taxi.第40页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersCulture Tips伦敦(London)英国首都英国首都英国首都英国首都，英格兰首府，全国政治、经济和文化中心，第一大城及第一大港，全球三大金融中心之一。第41页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersCulture Tips伦敦市最漂亮开启式大桥伦敦市最漂亮开启式大桥伦敦市最漂亮开启式大桥伦敦市最漂亮开启式大桥，在两个巨大桥墩上建有5层楼高高塔，连接双塔顶层是一条高出水面140米
37、行人桥，站在塔顶可观赏附近绮丽风光。伦敦塔桥(Tower Bridge)小费(tip)源于源于源于源于18181818世纪英国伦敦世纪英国伦敦世纪英国伦敦世纪英国伦敦，是服务行业中用户感激服务人员一个酬劳形式，通常占到消费额10%20%。第42页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersUnit TaskWhat can I do for you?Some American friends are sightseeing in your city,but they do not know very much about the city.
38、As a tour guide,work with your group members to introduce the city to them.1.Brainstorm with your group members some places of interest in your city.Then write down three popular places.(1)_ (2)_ (3)_第43页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersUnit Task2.Write down the reasons for your choi
39、ces to a certain place.3.Interview your classmates about their favorite places of interest.scenefoodpeople第44页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersExtended ActivitiesPart APart BPart C第45页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart AListen and number the pictures.ScriptABCD()()
40、()()3142第46页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart BRead and decide the good ways to serve customers.Tick()in the brackets.1.()Never argue with customers.It will only make the problem more serious.2.()Keep smiling and patient even when you know what they are going to say.3.()Try to en
41、joy listening to people even when it is difficult to get along with them.4.()Try to be the nice and friendly person that you are.第48页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersPart CWrite down the missing information to sum up the customer service rules.To serve customers better,one needs to k
42、eep _ and _.Learn to enjoy _ to people who are not easy to communicate with and try not to _ with them.In a word,always be nice and _ to everyone.Question:What should we do to make customers happy?smilingpatientlisteningargue1.Listen to their complaint patiently.2.Explain the information they need c
43、learly.friendly第49页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersFun TimeCheap HotelsThe hotel promised running water in each room,but I did not expect it to come from the ceiling.It only served three meals.Breakfast on Monday,Lunch on Tuesday and Dinner on Saturday.I could not complain about the
44、 room service.There was not any.They changed beds twice a day from one room to the next.Everything was cold except the ice water.If you ask for a 7 a.m.wake up call,they wake you up at 6 just to tell you that you have an hour left to sleep.第50页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving CustomersFun Tim
45、eQuestions:Do you think cheap hotels should offer bad service to guests?What should they offer?Hotels,whether cheap or not,should always try to offer as good services as possible to guests,such as clean beds,free breakfast,hot and cold running water,24-hour room service,etc.第51页英语（服务类）（职业模块）英语（服务类）（职业模块）UNIT 4Serving Customers项目负责：黄卫祖 赵 雯 梁 玫 吕艳萍软件制作：吴 磊 薛清霞 许 静英语制作：刘丽欣 韩宏丽 姜 雪 王勃然 林海燕 丁 昕 张 俊第52页第53页