PDF《Telephone Conversation Video： 电话对话视频》

Telephone Conversation Video: 电话对话视频 Objectives 教学目标 ・ To understand and appreciate the Telephone Conversation video 理解与欣赏电话对话视频 ・ To identify telephone etiquette in a hotel setting 掌握酒店情境下的电话礼仪 ・ To understand the coordination with colleagues from different departments 学习部门间协调合作 ・ To practice role-plays on handling problems via the telephone 模拟使用电话处理问题的情景练习对话 ・ To learn some topic-related words and expressions 学习与话题相关的单词和表达 Warm-up Activities 热身活动 Activity 1: Mock Phone Conversation 活动 1:模拟电话对话 Pair Work.

Stand back-to-back with a partner and pretend you are having a conversation over the phone. You can talk about anything in English. Try to understand what your partner is saying without looking at each other. 组对活动.与你的搭档背靠背站立,假设你们在电话中使用英语进行对话,谈话 内容不限.在看不到搭档的前提下尽量理解对方的讲话内容. Activity 2: Discussion 活动 2:讨论 Discuss the following questions with a partner: 与你的搭档讨论下列问题: 1. Is it challenging for you to have a conversation in English with someone on the phone? 你认为在电话中使用英语对话是一项挑战吗? 2. What do you know about telephone etiquette in hotels? 你了解哪些酒店情境下的电话礼仪? 3. Do you think we need to smile on the phone? Why or why not? 你认为打电话时需要微笑吗?为什么? 4. What are the skills and qualities a hotel staff needs when solving problems for guests via telephone? 酒店员工使用电话为客人解决问题需要哪些技能和素质? New Words and Expressions 生词和表达 shift: n. a period of time worked by a group of workers who start work as another group finishes 轮班 upsetting a. making you feel unhappy, anxious or annoyed 令人不安的 vacant a. empty, not being used 空着的;

未被占用的 complimentary a. given free-of-charge 免费的;

赠送的 Notes 注释 At Your Service: (Its short form is AYS.) At Your Service is the call center at some Marriott hotels where associates answer, record, and process all guest calls, requests, questions, or concerns. They log all guest requests or issues into computer, contact appropriate individual or department, and follow up with guests to ensure their requests have been met to their satisfaction. 为您服务中心: (简称 AYS)为您服务中心是万豪集团旗下酒店的呼叫中心,员 工应答、记录、处理客人来电、请求和疑问等.员工将客人提出的请求或问题录 入计算机中,联系相关人员或部门,并跟踪处理,确保客人的问题得到满意的答 复. Loss Prevention Department: The job duties of employees in the Loss Prevention Department include patrolling all areas of the property, assisting guests with room access, monitoring Closed Circuit Televisions, alarm system, and fire life safety system. They also conduct daily physical hazard inspections, respond to accidents, and assist guests and employees during emergency situations. 防损部:防损部员工的职责包括:巡视酒店所有区域,协助客人进入房间,监控 闭路电视、安全警报系统和消防安全系统.每日例行危险因素检查,处理意外事 故,在紧急情况下协助客人和酒店员工. Exercises &

Activities 练习与活动 Exercise 1: Pair work. Watch the video and answer the following questions. Discuss your views with a partner. 练习 1:组对活动.观看视频短片,回答下列问题,并与你的搭档进行讨论. 1. What was the guest'