Unit 1,Workplace Manners,Contents,Unit Goals,Lead-in,Listening & Speaking,Reading & Writing,Language in Use,Unit Task,Extended Activities,Fun Time,Unit Goals,Learners should be able to understand customer requests talk about how to satisfy passenger needs read about proper workplace manners write about office manners,Lead-in,Do you know their workplace? Match.,hotel,plane,shop,restaurant,Lead-in,Do you know their workplace? Match.,hospital,office,restaurant,shop,Listening & Speaking,Part I,Part II,Words and Expressions,Part I,Listening 1,Dialogue 1,Role Play,Listening 1,Listen and number the pictures.,( ) ( ) ( ) ( ),B,C,D,3,1,script,4,2,A,script,1. Good morning, 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.,Dialogue 1,What Can I Do for You? (A salesgirl is serving a customer in a shop politely.) Salesgirl: Good morning, madam. What can I do 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 write.) Customer: OK. Thank you for your help. Salesgirl: You are welcome.,Role Play,Practice the dialogue by using the pictures below and see if you can say more.,handbag,notebook,Part II,Listening 2,Dialogue 2,Role Play,Listening 2,Tick what the passenger needs.,coffee magazine pillow water newspaper medicine Cola headphones blanket,script,1,2,3,script,1. 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: 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.,Dialogue 2,May I Have a Cup of Coffee, Please? (A flight attendant is serving a passenger.) Flight attendant: May I help you, sir? Passenger: Id 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.,Role Play,Practice the dialogue by using the pictures below 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.,thirsty, tea,sick, medicine,Words and Expressions 1,welcome /5welkEm/ v. 欢迎 aboard /E5bC:d/ adv. 上飞机 (船或车) chef /5Fef/ n. 厨师 customer /5kQstEmE/ n. 顾客 politely /pE5laItlI/ adv. 礼貌地 dress /dres/ n. 服装；连衣裙；女服 size /saIz/ n. 尺码 prefer /prI5f:/ v. 更喜欢,Words and Expressions,Words and Expressions 2,silver /5sIlvE/ n. 银色 touch /tQtF/ n. 接触 pillow /5pIlEu/ n. 枕头 medicine /5medIsn/ n. 药 headphones /5hedfEunz/ n. 耳机 blanket /5blANkIt/ n. 毯子 moment /5mEumEnt/ n. 片刻 passenger /5pAsIndVE/ n. 乘客,Words and Expressions,Words and Expressions 3,fruit /fru:t/ n. 水果 juice /dVu:s/ n. 汁 thirsty /5W:stI/ 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,Words and Expressions,Reading & Writing,Reading,Writing,Reading,Pre-reading Activity,Text,Words and Expressions,Match and Discuss,True or False,Pre-reading Activity,Have a discussion with your partner and tick the right workplace manners., wear beautiful clothes greet customers with a smile be friendly to customers follow customers everywhere make phone calls at any time be patient and keep smiling,Text,Good Manners with Customers erve your customers in a fast, friendly and helpful manner and they will visit you again. If you are interested in sharing this experience with us, here are some good tips: Wear clean company-issued clothes and a name tag; Greet and serve each customer with a smile and make eye contact; Listen to customers carefully and answer each question patiently; Deal with complaints helpfully and efficiently; Never make any personal phone calls while serving; Never try to argue with customers; Say “Thank you for coming.” when customers leave.,S,Words and Expressions 4,workplace /5w:kpleIs/ n. 工作场所 manner /5mAnE/ n. 举止 wear /weE/ v. 穿 greet /5ri:t/ v. 问候 friendly /5frendlI/ adj. 友善的 follow /5flEu/ v. 跟随 everywhere /5evrIweE/ adv. 到处 patient /5peIFEnt/ adj. 有耐心的 helpful /5helpfl/ adj. 有帮助的,Words and Expressions,Words and Expressions 5,visit /5vIzIt/ v. 拜访 interested /5IntrIstId/ adj. 感兴趣的 share /FeE/ v. 分享 tip /tIp/ n. 提示 issue /5Isju:/ v. 分配；发给 contact /5kntAkt/ n. 接触 patiently /5peIFEntlI/ adv. 耐心地 deal /di:l/ v. 处理 complaint /