Unit 1 Workplace Manners

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1、Unit 1 Workplace Manners课题：Workplace Manners常用英语及对话练习训练课时：四课时教学目标、教学重点 教学方法：语言知识目标： Unit GoalsLearners should be able to understand customer requests talk about how to satisfy passenger needs read about proper workplace manners write about office manners语言技能目标： 听 学生能够听懂workplace manners常用用语。说 学生能够使用

2、准确的workplace manners常用用语。读 学生能够读懂介绍正在实行的动作或行为相关的文章。学 习 策 略： 学生能够将动词词组与名词词组实行准确的搭配。文 化 意 识： 学生能够了解英语中workplace manners常用的习惯用语情 感 态 度： 学生能够了解和准确使用英语与他人通电话。第一课时教学步骤：Step one ： Lead-inDo you know their workplace ? Match restaurant hospital office shop plane hotel A hotel receptionist works in a _. Fligh

3、t attendants work on a _.A store cashier works in a _.Waiters and waitresses work in a _. A nurse works in a _.An office clerk works in an _.Chefs work in a_.A salesgirl works in a _.Listening & SpeakingStep Two ： Listening 1 Listen and number the pictures. ( 3 ) ( 1 ) ( 4 ) ( 2 ) script1. Good morn

4、ing, Rose Hotel. May I help you?2. Good afternoon, ladies and gentlemen. Welcome aboard.3. Please enjoy your meal.4. Thank you for shopping with us today. Step Three ： Dialogue 1What Can I Do for You?(A salesgirl is serving a customer in a shop politely.)Salesgirl： Good morning, madam. What can I do

5、 for you?Customer： Yes, Im looking for a dress in size 36.Salesgirl： How about this blue one?Customer： The color is nice, but I prefer silver.Salesgirl： Sorry, madam, we dont have the right size in silver. But if you leave your phone number, Ill get in touch with you.(The salesgirl takes a pen to wr

6、ite.)Customer： OK. Thank you for your help.Salesgirl： You are welcome.1、 Listening the type2、 Follow the radio3、 Class activity 4、 Explain the dialogue重点词汇和句型1. What can I do for you?May I help you? Is there anything I can do for you ?Can I help you ?2. How about this blue one? how /what about +sth.

7、/doing sth?3. I prefer silver.prefer like/enjoy/love -prefer-favorite4. get in touch with5、Group gamesStep four ：Role PlayPractice the dialogue by using the pictures below on page 10 and see if you can say more.第二课时Step one ：Words and Expressionswelcome v. 欢迎aboard adv. 上飞机 (船或车)chefn. 厨师customer n.

8、 顾客politely adv. 礼貌地dress n. 服装；连衣裙；女服size n. 尺码prefer v. 更喜欢silver n. 银色touch n. 接触pillow n. 枕头medicine n. 药headphones n. 耳机blanket n. 毯子moment n. 片刻passenger n. 乘客fruit n. 水果juice n. 汁thirsty adj. 口渴get in touch with 与取得联系flight attendant 空中乘务员by the way 顺便说一下Step two ：Listening 2Tick what the pas

9、senger needs1 2 3coffee magazine pillow water newspaper medicineCola headphones blanket script1. A: Excuse me. May I have some water, please?B: Yes, sir. Just a moment.2. A: Do you have any English magazines?B: Yes, sir. Ill bring one for you right now.3. A: I feel cold. Can I have a blanket, too?B:

10、 Theres a blanket on the seat.A: Oh, sorry. I didnt see it.B:Never mind. If you have other requests later, please press the call button and Ill come.Step three ：Dialogue 2May I Have a Cup of Coffee, Please?(A flight attendant is serving a passenger.)Flight attendant: May I help you, sir?Passenger: I

11、d like something to drink.Flight attendant: Certainly. We have tea, coffee, fruit juice, Cola and water.Passenger: Id like to have a cup of coffee.Flight attendant: Yes, sir. Ill bring it for you.Passenger: By the way, can I have a pillow and a blanket?Flight attendant: Of course. Passenger: Thanks.

12、1、 Listening the type2、 Follow the radio3、 Class activity 4、 Explain the dialogueStep four ：Role PlayPractice the dialogue by using the pictures belowon page 12 and see if you can say more. A: Can I help you, Madam?B: I feel a little _. Can I have some _?A: Yes, sir. Here you are.B: Thanks. sick, me

13、dicine A: Can I help you, Madam?B: I feel a little _. Can I have some _?A: Yes, sir. Here you are.B: Thanks. 第三课时 ReadingPre-reading ActivityHave a discussion with your partner and tick the right workplace manners. wear beautiful clothes greet customers with a smile be friendly to customers follow c

14、ustomers everywhere make phone calls at any time be patient and keep smilingWords and Expressionsworkplace n. 工作场所manner n. 举止wear v. 穿greet v. 问候friendly adj. 友善的follow v. 跟随everywhere adv. 到处patient adj. 有耐心的helpful adj. 有帮助的visit v. 拜访interested adj. 感兴趣的share v. 分享tip n. 提示issue v. 分配；发给contact

15、n. 接触patiently adv. 耐心地deal v. 处理complaint n. 投诉efficiently adv. 高效地personal adj. 私人的while adv. 当时候argue v. 争吵be interested in 对感兴趣name tag 名称标签share . with 与分享argue with sb 与某人争论TextGood Manners with Customerserve your customers in a fast, friendly and helpful manner and they will visit you again.

16、If you are interested in sharing this experience with us, here are some good tips:l Wear clean company-issued clothes and a name tag;l Greet and serve each customer with a smile and make eye contact;l Listen to customers carefully and answer each question patiently;l Deal with complaints helpfully a

17、nd efficiently;l Never make any personal phone calls while serving;l Never try to argue with customers;l Say “Thank you for coming.” when customers leave.Match and DiscussMatch B with C and then discuss dos and donts in serving customersA B CDoswearcustomerslisten to a name tagmakecarefullyDontsmake

18、personal callsargue witheye contactTrue or FalseTick the correct answers according to what you read in the text.T F 1. Serving customers only in a fast way can make them visit again. 2. Wear company-issued clothes and a name tag when serving customers. 3. Greet each customer with a smile. 4. Dont ma

19、ke personal phone calls while serving customers. 5. Argue with customers if you feel you are right.WritingWrite about Lindas first day at a customer service center. Be sure to use the following words in your writing: company-issued clothes; smile; eye contact; deal with complaint; say good-bye to cu

20、stomers. Today is Lindas first day to work in an office._第四课时 单元总结Language in UsePart I. SpellSpell out the missing words. The first letter of the words is already given. 1 2 3 41 Betty is a friendly r_ _ _ _ _ _ _ _ _ _ in a small hotel2 Ann is a happy c_ _ _ and she always smiles.3 Tom is making a

21、 c_ _ _ _ _ _ _ _ at the front desk4 Susan always s_ _ _ _s customers with a smile. 5 6 7 8 5 Mr White is wearing a n_ _ _ _ _ _ on his suit.6 The receptionists g _ _ _ _ the customer with a smile.7 Wed better not a_ _ _ _ with our workmates.8 The supermarket c_ _ _ _ _ _ is standing behind the desk

22、.Part III. SpeakSpeak out. In pairs, practice the dialogue by using the pictures below. See if you can say more.A: Todays meal is either _ or _. What would you like, sir?B: _, please.A: Here you are.B: Excuse me. I wonder if I can have another portion of _.A: Sure. Enjoy your meal. Problem SolvingPa

23、rt 1You are a shop assistant in a department store. A customer wants to buy a T-shirt for her son. Please help her out. Use the pictures below as a help.Shop assistant: Good afternoon, Madam. _ ? Customer: Yes, Id like to buy a T-shirt for my son.Shop assistant: Oh, I see. Whats his size? Customer:

24、Size M.Shop assistant: How about _? Customer: I dont like the color, and its out of fashion.Shop assistant: How about _? Customer: The style is good, but the color is too bright. Oh, that green one looks nice. Do you think so?Shop assistant: Yes, I _. Customer: How much is it?Shop assistant: 75 yuan

25、. Customer: Ill take it. Heres the money.Shop assistant: Thank you _.Part 2You are a flight attendant. Passengers on the plane will have many different requests. Try your best to meet their needs politely and patiently.Conversation 1F: May I help you, sir?P: Id like something to drink.F: Sure! We ha

26、ve _.P: A cup of tea, please.F: _.Conversation 2F: May I help you, sir?P: My headphones dont work well. Could you help me adjust them?F: Of course! Ill _.P: Thanks.Conversation 3F: May I help you, sir?P: I feel a little cold. May I have a blanket?F: Yes, sir. _.P: By the way, Id like a glass of oran

27、ge juice.F: _.Extended ActivitiesWorkplace Manners(Mary and Linda are talking about workplace manners.) Mary: Im a little nervous, Linda. I almost forget what to do.Linda: Dont worry. Let me see. You wear a clean company-issued shirt and a name tag. Excellent! Mary: Thank you. Whats next?Linda: Gree

28、t every customer with a smile and make eye contact with them. Mary: Then I may ask them what I can do for them.Linda: Of course. And you should be patient and polite all the time. Mary: Yes, I remember, never argue with customers.Linda: Thats right. Try to keep our counter clean and never make any p

29、ersonal phone calls while serving customers. Oh, someone is coming. Smile!Read and decide the good manners in work places. Tick () in the brackets.( ) 1. Wear clean company-issued clothes while working.( ) 2. You can greet your customers without looking at them.( ) 3. If the customer is wrong, you c

30、an argue with him.( ) 4. Never make personal phone calls when serving customers.( ) 5. Make sure your workplace is clean.( ) 6. Be patient and polite all the time.Write down the missing words to sum up the workplace manners.While working, you should wear _ clothes, and put on your _. Greet and serve

31、 your customers with a _. Listen to your customers carefully, understand what they need. Besides, you should always keep the workplace _ to make customers feel comfortable.Discussion:What else should we do to offer customers better service?1. We can give some suggestions to customers if needed.2. We may prepare some water for customers who are very thirsty.3. Providing beautiful background music will make customers feel more comfortable.