1、旅游英語(yǔ)旅游英語(yǔ)Unit29 Unit29 Lesson46Repairing ToiletLesson46Repairing ToiletTeaching Objectives: .Teaching Objectives(教學(xué)目標(biāo)教學(xué)目標(biāo))： By the end of this lesson, you should be able to（本節(jié)課你應(yīng)該學(xué)會(huì)）（本節(jié)課你應(yīng)該學(xué)會(huì)） 1.Know how to deal with complaint about toilet.（知道如何處理抽水馬桶問(wèn)題）（知道如何處理抽水馬桶問(wèn)題） 2.Grasp the new words, expressio

2、ns and sentence pattern in the dialogue. （記住對(duì)話（記住對(duì)話中新單詞、短語(yǔ)和句型）中新單詞、短語(yǔ)和句型）Lesson Plan Warm up Case studyHotel vocabulary ListeningSituational conversationPracticeSummary HomeworkWarm up 在客人入住賓館時(shí)，可能會(huì)遇到房間設(shè)施損在客人入住賓館時(shí)，可能會(huì)遇到房間設(shè)施損壞并向服務(wù)員反映，在處理此類(lèi)投訴時(shí)需按壞并向服務(wù)員反映，在處理此類(lèi)投訴時(shí)需按照規(guī)定程序進(jìn)行。服務(wù)員在處理此類(lèi)問(wèn)題時(shí)照規(guī)定程序進(jìn)行。服務(wù)員在處理此類(lèi)問(wèn)題時(shí)必

3、須用必須用“心心”服務(wù)，拿出自己的真誠(chéng)，體現(xiàn)服務(wù)，拿出自己的真誠(chéng)，體現(xiàn)自己的專業(yè)，讓顧客住得放心、住得舒心自己的專業(yè)，讓顧客住得放心、住得舒心。 New wordsreceptionisttoiletremote controlhairdrier tapNew wordsHousekeeping hauski:pi n. 房務(wù)部；家務(wù)，家政Toilet tilt n.廁所，洗手間；馬桶immediately imi:ditli adv.立即，馬上；clogged kla:gd v.（使）阻礙，堵塞water tap 水龍頭drip drip vt.& vi.（使）滴下；vi.滴水Cas

4、e StudyDialogue1Dialogue1Question discussionIf a guest telephones to complain about the toilet in his room, what is the best way to deal with this complaint and what steps should you take? Pre-listening questions:1. Whats Mr. Smith room number?2.Why does Mr. Smith call the Housekeeping Department ?

5、Listening &Speaking（G : Guest R: Housekeeping Receptionist ）R：House keeping. Can I help you？G：Yes, there seems to be something wrong with the toilet.R：Im sorry to hear that. Whats your room number, please？G：1287.R：Room 1287, Mr. Smith, is that right? Dont worry. Well send someone to repair it im

6、mediately.(Five minutes late, theres a knock on the door.)R：May I come in？G：Come in.R：Whats the trouble？G：The toilet isnt working well.R：Let me see. Oh, its cloggedIts all right now. You may try it.G：Yes, its working now. Thank you.R：Youre welcome. Anything else？G：The water tap drips all night long.

7、 I can hardly sleep.R：Im very sorry, sir. Some part needs to be replaced. I will be back soon.1.Match the expressions and their Chinese meanings.1.Match the expressions and their Chinese plain about 整晚滴水repair it immediately 需要替換be clogged 投訴，埋怨drip all night long 立刻維修need to be replaced. 被堵塞2. Comp

8、lete the useful sentences 1)There seems to be something _ with the toilet. 我房間里的抽水馬桶好像出了點(diǎn)毛病。我房間里的抽水馬桶好像出了點(diǎn)毛病。 2) Im_ to hear that. _your room number, please？很抱歉。請(qǐng)問(wèn)您房間號(hào)是多少？很抱歉。請(qǐng)問(wèn)您房間號(hào)是多少？wrong Sorry Whats 3) Dont _. Well _ someone to repair it immediately. 別擔(dān)心，我們會(huì)馬上派人來(lái)修的。別擔(dān)心，我們會(huì)馬上派人來(lái)修的。 4) Let me_. Oh

9、, its_Its all right now.讓我看看。讓我看看。哦，抽水馬桶堵住了哦，抽水馬桶堵住了現(xiàn)在好了。現(xiàn)在好了。 Worry sendsee clogged3.Find out some useful sentences 1. There seems to be something wrong with the toilet. 2. Well send someone to repair it immediately. 3. Whats the trouble？ 4. The toilet isnt working well. 5. Some part needs to be re

10、placed. I will be back soon.Practice Role-play Let the students work in pairs: Role Play Make up a simple dialogue between Mr. Green and the Receptionist. Key Information:格林先生出差到杭州千格林先生出差到杭州千島湖，一到海外海賓館島湖，一到海外海賓館1608號(hào)房就發(fā)現(xiàn)電號(hào)房就發(fā)現(xiàn)電視機(jī)壞了，他打電話給前臺(tái)服務(wù)員要求維視機(jī)壞了，他打電話給前臺(tái)服務(wù)員要求維修或調(diào)換電視機(jī)。修或調(diào)換電視機(jī)。 Summary What can you

11、 get from this lesson?Words(單詞單詞)Expressions(短語(yǔ)短語(yǔ))Sentence Patterns（句型）（句型）Ability Demand(能力要求能力要求) Cultural Dissert文化甜點(diǎn)Proper steps of dealing with complaint about room equipment(重重復(fù)復(fù))1) Listen to the guest carefully and take down whats wrong2)Ask the guests room number3)Apologize to the guest or give explanations if necessary.4)Offer help or find a worker to repair it immediately.5)Check if the guest is satisfied with the maintenance service Homework 1.Recite the words and expressions on dealing wi