Unit 14 Dealing with Unit 14 Dealing with ComplaintsComplaints

Period 3Period 3

Vocational Vocational Education Hotel Education Hotel EnglishEnglish

Words and Expressnions

Listening 3

Dialogue 3

Role Play 3

Content

Warm-upWarm-up1. Read and recite Dialogue 2 . 2. Lead in:Talk about the pictures: a room with one bed, a light in a room, 3 persons covered with heavy quilts, “NOISE”. 3. Brain- storm : Words and expressions on page 118 .

Listening 3

Listen and number the pictures.

Listening

Words and Expressions

apology [ə'pɒlədʒɪ] v. 道歉awfully [ˈɔ:fli] adv. 非常，很 manage['mænɪdʒ] v处理misunderstanding [ˌmɪsʌndə

ˈstændɪŋ] n. 误会noisy ['nɔɪzɪ] adj. 嘈杂的；

PresentationLead-in by asking the

question:What’s the number of the guest’s

room that he will live in?

R=Receptionist, G=GuestR: What can I do for you, sir?G: I’m afraid there may be a

misunderstanding. I reserved a non-smoking room, but this isn’t a non-smoking one.

R: I’m awfully sorry, sir. We’ll manage to change a room for you. What is your room number, sir?

Dialogue 3 Handling Complaints

G: Room 1004.R: Room 813 is non-smoking. It’ll be ready in 20minutes.G: All right.R: Apology to you once again, sir. If there is anything more you need, please let us know.

Sentence TranslationWhat can I do for you, sir?先生，我能为您做什么吗？I’m afraid there may be a misunderstanding.恐怕你们给我订错了房间。I’m awfully sorry, sir. We’ll manage to change a

room for you.非常抱歉，先生。我们立刻为您换一个房间。Apology to you once again, sir.先生，再次向您表示歉意。

Role Play 3A: I reserved a room with a view of the

sea/a double bed, but this one is wrong.B: I’m awfully sorry, sir. We’ll manage to

change a room for you. What is your room number, sir?

A: Room 619/1103.B: Room 602 has a view of the sea/1120

has a double bed. It’ll be ready in 20/30 minutes.

A: All right.B: Apology to you once again, sir.

Recite Dialogue 3 in Unit 14 and try to write a new one.

Copy new words and expressions.

Summary & HomeworkSummary & Homework

Thank you for your

cooperation!