(
课件网) Unit 16 Service Consciousness Teaching Plan: 6 Periods Teaching objectives: To know the basic knowledge and major characteristics of service To get to raise the awareness of service To master English forms and vocabulary commonly used Service To cultivate main abilities to meet foreign guests and professional competence 教学时数：6学时 教学目标： 掌握有关旅游服务意识的基本知识及其主要特点 了解旅游服务与旅游产品的关系 掌握在旅游服务中常用的英语表达形式及词汇 培养主要旅游活动的涉外接待能力和相应的职业素养 Unit 16 Teaching Steps Step 1: Warming up Step 2: Dialogues Step 3 Sample Dialogue Step 4: Text Step 5: Grammar Step 6: Writing Unit 16 Step 1: Warming up Match the picture and the description, and talk about the pictures with your partner. SC CZ MU CA Unit 16 Step 2 Dialogues :Useful expressions Please take me to the hospital. Could you make an appointment for me What are your symptoms How is your appetite Here is my prescription. Let me give the patients injection first. Thank you for coming to meet us. Your luggage will be delivered to your rooms in the hotel. May I help you with your suitcase I expect you’d like to have good rest after such a long trip. Unit 16 Step 3: Sample Dialogue A Meal Quality problem A: Tour leader B: local guide A: Amy, my group members complained a lot about the quality of the meals they had in this Chinese restaurant. B: What’s the problem A: Firstly, the food is not enough for them to eat. B: I’m sorry to hear that. A: According to the contract, your agency has the responsibility to meet our needs. We are not demanding. We just want to have enough food. Could you try your best to solve the problem B: That seems to be a hard nut to crack. But anyway, let me have a talk with the restaurant manager first. I’ll try to persuade the manager to improve the meal quality and solve all these problems. Unit 16 Step 3: Dialogue B Accompanying tourists to the hospital A: Doctor B: Tour leader A: Good afternoon, sir. What’s wrong with you B: Good afternoon, doctor. One of our tourists doesn’t feel very well. A: What are his symptoms B: He feels cold and has a sore throat and headache. A: Ok. Let’s take it now. Tell him to open his mouth. Well, he’s definitely got the flu. There’s a lot of it going around. I’ll write him a prescription. Take it to the pharmacy. They’ll give him the pills that he should take. He’d better go straight to bed and keep staying in the room for at least two days. B: Thank you doctor. A: You’re welcome. Unit 16 Step 4: Text Main points of the text: The world travel industry is alive, exciting and challenging. The purpose of a business is to create and maintain satisfied, profitable customers. Customer satisfaction depends on a product’s perceived performance in delivering value relative to a buyer’s expectations. Customer delight creates an emotional tie to a product or service and makes repeat purchases, remaining customers l ... ...
