Unit 11 教案.docx

1、Unit 11 教案Unit 11 meenano维修服务教学目标本单元要求掌据的项目1服务场景的工作内容和服务标准要求掌握维修服务的英文交际常用语句，包括组修的中报与受理、介绍、询问与检查具体情况、登门服务、维修要求、建议、实施和验收结果等场景中恰当沟通与交2掌握服务常用语句Accepting maintenance requirementsLet me connect you to my supervisor,contact housekeeping nowiiisend someone up right away.whats your room number/ address?ili c

2、heck and see what the problem isiil send for an electrician to check it outGeneral problemsits too cold in hereThe heat is out.The furniture is brokenThe roof is leakingTheres no electricity.therere cockroachesches in the roomThe toilet is runningThe toilet wont flush.I cant get on the InternetThe a

3、ir conditioner isn t working.Theres no hot water.sink is cloggedMy kitchen sink isnt draining properlysmell gas.The pipe is leaking.Onsite checking and repairingHello, Did you call us?Im a workman from.,but are you,.?Maintenance. may I come in?My name is. his is my work IDits out of orderiil replace

4、 it with a new one.I need to go back to get more toolsDo you want me to fix the door handle?There will be no labor charges for the repairs, but we must charge you for replacementpartsDo you want me to change it?FinishIs everything all right, Sir?Everything is OK, MadamI hope everything is satisfacto

5、ry.Would you sign the repair record, please?If you have any problems, just call us3. Language SkillsListening听客的维修申报和提出的要求以及服务人员的回应。Speaking掌握提供维修服务时的常用语句，能在组维修服务中运用，与客人进行维修服务沟通，解决服务问题。Reading阅读理解有关提供良好客户服务的建议和要求的短文，练习阅读在服务工作岗位上为顾客提供良好服务的制度、规定等相关条文。Writing习作个人简历。教学要求与建议L, arming up1教学内容分析与要求这部分共有三组图

6、片，了解几个容易出现故障、引起顾客申报维修的物品、设施和场景，学习其英语表达，进行口语交际练习。2教较学该1）导入于 swarming up中的内容，搜出What can you see in the follow ing pictures思若相1关组修务的情，看说话2）研讨、探究与实我（1）投图片，学学习相关词语。（2）分组研讨使用这词语的相关修限务场景，探究与实践相关的表述，每人说一句包含此类词汇的有关维修服务的语句。如：The air conditioner is out of order.The bulb is broken.The key card doesnt work.I can

7、t open the combination safe.3）总结评价学习情况，布置预习 Common Practical Expressions3 Warming up参考译文1）bulb灯泡plug电源插头cable网线shower沐浴2） combination safe密码保险柜drain下水道electricity meter电表air conditioner空调3） key card房卡door handle门把手Internet互联网power socket电源插座IL, Common Practical Ecpression1教学内容分析与要求1）语言知识与语言技能（1）学习维修

8、服务的英文交际常用语句。（2）结合不同的服务场景，包括维修的申报与受理、介绍、询问与检查具体情况、登门服务、维修要求、建议、实施和验收结果等场最中恰当沟通与交流。（3）鼓励学生积极参与练习，在情景中展示自我2）常用语句应用场景和实例Receiving customers report about problemsLet me connect you to my supervisor我马上把电话给您接到负责人那里。Ill contact housekeeping now我立刻通知客房。Ill send someone up right away.我立即派人去Whats your room num

9、ber address？您的房间号地址？Offering onsite serviceHello.Did you call us？你好，是您给我们打电话了吗？Im a workman from, but are you?我是派来的维修工，您是?Maintenance, may I come in?维修部的，我可以进来吗？My name is， This is my work ID我的名字是“这是我的工作卡。Checking problemsIll check and see what the problem is我检查一下，看看是什么问题。Ill send for an electrician

10、 to check it out我派一个电工来看看1ts out of order这个坏了。Ill replace it with a new one我马上换一个新的。Trouble in the hotel roomThe toilet is running马桶老在流水。I he toilet wont flush马桶不冲水I cant I get to the Internet上不了网。The air conditioner isnt working空调不工作。Theres no hot water没有热水。Room problemsIts too cold in here这儿太冷了The

11、 heat is out没暖气。The furniture is broken家具坏了。The roof is leaking屋顶漏了。Theres no electricity没有电。Therere cockroaches in the room屋里有蟑螂。Utility problemsMy sink is clogged下水道堵了kitchen sink isnt draining properly厨房水池堵了。I smell gas煤气漏气。The pipe is leaking管子漏水。The repairman asking for permissionI need to go b

12、ack to get more tools我得回去再拿点工具。Do you want me to fix the door handle？要不要把这个门把手修一修？There will be no labor charges for the repairs, but we must charge you for thereplacement parts修理本身不收工费，但是更换零件要收费。Do you want me to change it？你看，要不要把这个更换了？Ending maintenance serviceIs everythingall night,Sir？先生，您看行不行？E

13、verything isOK， Madam夫人，都好了I hope everything is satisfactory我想没问题了Would you sign the repair record please？请您在维修记录单上签个字。If you have any problems，just call is如果有什么同题，给我们来个电话3）应达到的标准维修服务的英文交际常用语句，并能熟练、，恰当地应用于工作当中，达到沟通交流的目的2教学建议1）导入投影介绍维维修服务工作场量。导入学习 Common Practical Expressions的教学活动2）研讨探究与实践（1）学习掌据握 Co

14、mmon Practical Expressions每部分的常用语句。（2）布置任务合作学习，分组创设多个情量，运用 Common Practical Expressions中的常用语句，编演简单对话。如：受理维修中报A: Hello? Is this the Maintenance Department?B: Yeah, thats right What can I do for you?A: were having a lot of trouble with our printer. Could you come and repair itsometime this afternoon?B

15、: Let me see. Yeah, all right.某宾馆前台服务-Good evening, Madam. Can I help you?Yes. im Bellow. Room 907. The shower in the bathroom doesnt workim sorry to hear that iil send an electrician to fix it. And we do apologize fortheInconvenienceThank you在住它或公高-May I come in?Come inwhats the trouble, sir?The to

16、ilet doesnt flushLet me see Oh, its clogged. itsall right now. You may try it- Yes, its working now. Thank you商场维修部与客之同-Is that the Maintenance Depurtment? thiss Jack son-Yes. What is it, sirThe TV set which I bought last weck doesnt workHave you checked the plug? They get pulled out sometimesYes, I

17、 checked that. And this is the second time that it hasnt workedtm sorry. ill send someone right up to have a check.-Thank you向维峰部门中报故障A: Good morning, Housekeeping, this is Betty speaking. How may I help you?B: There is something wrong with my air conditioningA: Can you tell me what is wrong with it

18、, please?B: The thermostat is not working properly. its very hot in my room.A: I li send an electrician to check it.维修人员来处理问题-Maintenance, may I come in?Come inWhat is the trouble. sir?-The air conditioner isnt working its too cold hereI need to go back to get more tools.-I hope everything is satisf

19、actory3）总结与评价根据学生的实际表现，教师可给予适当的指导和积极的评价，鼓励学生积极参与，在情最中展示自我。3教学参考材料1）顺客要求维修服务，常说：Good afternoon. Would you please have someone to come upstairs? The toilet inmy bathroom just doesnt workExcuse me, but can I have a mechanic here? The door to the private bathroomwont lock wi m having a problem with my T

20、V2） electrician通常在修理之前要弄清楚故障的所在，如：What can I do for you?whats the trosCan you tell me exactly what happened?3）在酒店和宾馆中容易出现的问题是T he toilet is running”马桶水”：The toilet won t flush“马桶不冲水”Iean t get to the Internet“上不了网”The roof is leaking“顶漏了”There re cockroaches in the roon“屋内有有”My sink is clogged“下水道堵了

21、”My kitchen sink isnt draining properly“两房下水道不通”。4） The air conditioner is out of order空调出毛病了Out of order发生故障或状况不佳。5）维修人员在完成维修后，让客人感到你的工作做得细致周到。要对客人说Is there anything else to be repairedEverything is OK now.You may try it, sirIf you have any problems, just call us6）维修服务用语补充：设备故障It seems that somethi

22、ng has gone wrong with the air conditioner in my roomThe toilet has some problem抽水马桶有问题。c shower can t work淋溶器坏了。The water tap drips all day long水龙头一整天都在滴水。The heating system does not work well供暖系统不正常。叫人查看1 m sorry to hear that很抱歉听到这样的事。ili send for an electrician to fix it我派一个电工去修理。check and see wh

23、at the problem is我来石看是什么问题。We ll send someone to repair It我们马上派人来修。ili do it right away我现在就做上r门维修ve brought the spare fuse我拿备用保险丝来了。Electrician May I come in？我是电工，可以进来吗？This part needs to be changed iil get a new one in a minute这个零件需要更换，我马上就取回来。Since the water pipes are being repaired, cold water is

24、 not available from 9 a.m. to4pm因为管道维修，冷水将从早九点至晚四点停用。表示航意We do apologize for the inconvenience.我们为给你带来的不便表示款意。im sorry for that. ill tell the manager of the maintenance department. He will dealwith it at once很抱。我会告诉维修部经理，他马上会处理这件事的。4 Common Practical Expressions参参考译文接听客户反映问题的电话我马上把电话给您接到负责人那里。我立通知客房

25、我立即派人去。您的房间号地址？上门维修你好，是您给我们打电话了吗？我是派来的维修工，您是？维修部的，我可以进来吗？我的名字是这是我的工作卡。检查问题我检查一下，看看是什么问題。我派一个电工来看看。这个坏了。我马上换一个新的。酒店房间里的问题马桶老在流水。马桶不冲水。上不了网。空调不工作。没有热水。房间问题这儿太冷了没暖气。家具坏了屋顶漏了没有电。屋里有蟑螂。设备出问题了下水道堵了厨房水池堵了煤气漏气管子漏水。修理工请求允许我得回去再拿点工具要不要把这个门把手修一修？修理本身不收工费，但是更换零件要收费你看，要不要把这个更换了？维修结束先生，您看行不行？夫人，都好了我想没问题了请您在维修记录单上

26、签个字如果有什么问题，给我们来个电话。II多 mario1教学内容分析与要求1）语言知识与语言技能（1）掌握维维修服务的常用交际用语（2）运用维修服务常用语句，演练解决设备故障等相关维修服务问题的口语交际。2）应达到的标准运用维修服务常用语句，順利交际，完成维修服务工作。2教学建议1）导入投影展示5个角色表演场景，介绍维修服务的交际情景：（1）酒店房间的维修（2）盥洗室漏水；（3）上网问题；（4）房屋里没有电；（5）在客户家检查空调机。导入角色表演教学2）研讨、探究与实践（1）布置任务分成演练小组，每一小组要熟练场景内容，小组内分配角色，练熟一个场景后应轮换角色。在原场景的基础上提侣创新，增加

27、即兴情景和投诉内容及受理态度，最后达到上台表演的程度（2）会话表演与场最设计为了使表演真实、生动，在熟悉角色语言和形象的同时，也应准备适当的道具。在各个场景的表演中，要突出体现优质服务常用语的使用。（3）创设新情景，运用常用语句能熟练草握场量中的常用交际用语，根据情况可提出新要求，即运用所掌握的常用语创设新的会话场景即兴演练，如：场景一：( H: Housekeeper; E: Electrician; G: GuestG: This is Taylor speaking, Room 925. The TV set in myroom doesnt workH: whats wrong wit

28、h it?G: It doesnt show any pictures.H: im sorry to hear that ili call the maintenance department right away. We doapologize for the inconvenience. Anything else?G: The control knob of the air conditioner is out of order, eitherH: Oh, I see. We will have them repaired at once. Would you please wait a

29、 fewminutes?E: Electrician. May I come in?G: Come in, please1） The cable plug has come off.网线插头脱落了2） The bed light bulb burned out.床灯的灯泡坏了3） The bathroom is flooded.洗手间到处都是水4） The shower drain is clogged.洗浴的下水道堵了5） Let me unclog the drainage right away.我马上把下水道同意下。6） Did you use the right combination

30、 number？“你用用的密码对吗？7） the power plug is not properly connected in the socket“电源插头没插好。”8） We shouldve finished the repair earlier“我们保就该完成修理工作。9） This afternoon at the latest“最迟今天下午at the latest最迟， at the earliest最早。10） Have you checked the reading on the electricity meter？“你看没看电表上的度数？4 Scenarios参考译文1）酒店房间的维修位客人清部人来理旁间内的也视。屉质：维修部的。我可以进来吗？客人：请进雇员：您给我们打电话了吗？客人：是的。电视开着，可是既没有画面也没有声音雇员：电视天线脱落了客人：床灯也坏了员：我给悲换个新的。现在好了客人：谢谢2）虚洗宣漏水一位容人告他房间里的洗室让水了了。酒店的来检查问题。