Unit 3 book 3.May I Help You.doc

Unit 3 May I Help You?Unit 3 May I Help You?单元学习概述： 本单元以接待顾客岗位的人员工作态度、服务质量为切入点，以宾馆前台接待、餐馆点餐为主要职业情景，让学生了解提供优质服务，不仅需要出色的专业知识，更需要娴熟的人际沟通技巧、察言观色的技巧、以顾客为中心的宗旨。单元学习目标：语言技能：1. 能够通过询问了解顾客的需求。 2. 能够完成简单的宾馆前台接待对话。 3. 能够完成简单的餐馆点餐对话。职业技能：1. 能够了解一名服务人员的重要性。 2. 能够在销售活动中恰当地运用语言和肢体语言，提供优质服务。过程与方法： 根据销售类服务人员常见的服务内容，创设生动的职业情景，巧妙设置思维活动，让学生通过思考，组织语言，融入技巧，开拓思维，举一反三地运用一定的方法实现优质服务。情感态度： 了解销售岗位的重要性，以顾客的需求为出发点，尽力提供优质服务，实现公司利益和顾客利益的双赢。单元任务： 通过对卖场货品的了解，观察顾客，询问顾客，实现有效的追加从而提升销售。单元安排课时分课时目标教学内容1前台接待Warm-up, Listening and Speaking A2餐馆点餐Listening and Speaking B3优质服务Reading 4电话点餐、填写送货单Writing5提升销售的技巧Real Life Skills6提升销售的方法Further Reading, wrap up授课章节名 称Warm-up, Listening and Speaking A授课课时Period 1授课形式new使用教具Books, CD player, chalk教学目标Knowledge Aims: 1. Ss will be able to judge if the service is good or bad.2. Ss will be able to know the questions asked at check-in and their possible responses.3. Ss will grasp the words and sentence patterns appeared in the listening materials.4. Ss will be able to understand what they hear and finish the exercises.Ability Aims:1. Ss will be able to act out the dialogue.2. Ss will be able to know what to do when a guest is checking in.Moral Aims: Ss will understand some basic etiquette at a hotel.教学重点1. Ss can catch the key points of the listening materials.2. Ss will be able to know the questions asked at check-in and their possible responses教学难点1. Ss will be able to act out the dialogue.2. Ss will be able to know what to do when a guest is checking in.教学过程设计思路Task-based approach ,CommunicativeApproach课前准备要求多媒体辅助：将本课所需要的动画、录音、图片、文字、图表和音乐制成课件，使抽象的语言变得直观，为学生运用英语进行交际创设情景课外作业. Recite the dialogue and prepare to act it out. Copy the new words and expressions.Preview Listening and Speaking B.教学后记英语教师的教学重点是放在教学内容，教学大纲和考试形式上呢，还是将教学注重点转移到学生的性格、兴趣、情绪等方面的培养和控制?这是，现代教育思想转变的重大原则问题。事实证明，认为自己“民主、开放、平静、友好、体贴、乐于助人、聪明、富于逻辑性和快乐”的人，一般来说，其学习英语成功的可能性要大于与上述性格相反或相差极大的学习者。另外，在外语学习过程中，由于外界因素的影响，学习者会出现焦虑沮丧烦躁不安等情况，英语教师作为教学活动的组织者，应注意对外语学习者情感因素的培养和控制。尤其是在职高的低年级阶段，英语教师要培养对学生的亲近感。在课堂教学中英语教师要十分尊重学生，注意激励学生，关注学生学习过程。在当前“减负”工作中，英语教师尤其要注意体察学生在课堂上的心理感受，亲近学生，使学生喜爱英语教师和英语课，从而提高英语课堂教学的效益。授课内容、活动及板书设计（导入、新授、练习、小结等）Teaching ContentsTeachers ActivitiesStudents ActivitiesTeaching IntentionStep 1. Greetings and leading in. Today well take up a new unit, Unit 3. In this unit, youll learn to ask questions to know customers need, understand the important role of a server and use up-selling techniques.Review the contents in Unit 2 and introduce Unit 3 briefly.Listen to the teacher and try to catch what the teacher says.Review what we learnt in Unit 2 and arouse Ss interest to learn new UnitStep 2. Warm-up. 1. Activity 1: Some people are talking about the service theyve received. Have they received good or bad service? Write G for good or B for bad in the blanks.Discussion:. Judge if the service is good or bad?. Exchange their ideas.2. Activity 2: Discuss in groups: What should be done to improve the bad service mentioned above?3. Some points:Explain the demand of the activity, then ask Ss to do the task.1.Ss discuss in pairs.2. Ss finish the activity according to the demand.1.First let Ss know clearly what they are wanted to do, then they may do the task well.2. Some words and phrases are new to Ss, so it is necessary to give some explanation.Step 3. Listening and Speaking. A “Checking In”.1. New words and expressions. 2. Activity 1: Listen to the conversation and tick where it happens. . First show Ss three pictures and judge where they show. . Listen to the CD and tick where it happens. . Check up.3. Activity 2: Listen again. Then underline the questions asked by the hotel clerk. . Ss listen to the tape and underline the questions. . Check up. . Read the dialogue. . Act out the dialogue. . Useful expressions. . Some language points.4. Activity 3: Suppose you work at the front desk of a hotel. Ask proper questions to get the following information. 5. Activity 4: Complete the conversation and then role-play it with your partner.First let Ss read the words themselves, then read after the teacher. Last the teacher explain the words.Explain the dialogue.Read and explain the useful expressionsArrange discussion in pairs.Ss read the words themselves first, then read after the teacher.Listen to the conversation and finish the tasks.Work in pairsRead the useful expressions and try to remember themWork in pairs and finish the tasksBefore teaching, let Ss try to read the words first to train Ss the ability of teaching themselves.Train Ss ability of listening.Practice Ss oral English.In put more useful expressions.Make sure how to use the expressionsStep 4 Step 4. Summary and homework. . Recite the dialogue and prepare to act it out. . Copy the new words and expressions. .Preview Listening and Speaking B.Assign tasks in detailFinish the tasksPrepare for the next periodBlackboard lay outUnit 3. May I Help You? 1) attend v. 照顾 take ones order 2) check in 登记住店 ask sb. for sth. R: check out get an eye roll 3) clerk n. 旅馆服务台接待员；职员 big sigh 4) reservation n. 预订 reserve v. save a lot 5) correct adj. 正确的 6) upper adj. 较高的 7) away from 远离 8) fill v. 填写 fill in / out 9) registration n. 登记 10) form n. 表格 fill out the registration form 11) further adj. 更多的 12) front desk 前台，总台 13) assistance n. 帮助 14) manage v. 能解决（Teaching Procedure:Step 1. Greetings and leading in. Today well take up a new unit, Unit 3. In this unit, youll learn to ask questions to know customers need, understand the important role of a server and use up-selling techniques.Step 2. Warm-up.1. Activity 1: Some people are talking about the service theyve received. Have they received good or bad service? Write G for good or B for bad in the blanks.Discussion:. Judge if the service is good or bad?. Exchange their ideas.2. Activity 2: Discuss in groups: What should be done to improve the bad service mentioned above?3. Some points: 1) The waiter was talking on the phone while taking my order. 服务员一边给我点单一边打电话。 # on the phone e.g. You are wanted on the phone. # take ones order 为提供点菜服务。 e.g. May I take the order for you now? 现在可以为您点菜了吗？ 2) I asked a clerk for help and got an eye roll and big sigh as response. 我请一名店员帮忙，得到的答复却是白眼，外加一声长叹。 # ask sb. for sth. 向某人要某物 e.g. I asked him for help when I was in trouble. We cant always ask our parents for money. # eye roll 眼球转动get an eye roll 被翻白眼 # sigh sai n.叹息(声) vi.叹息，叹气 big sigh 长叹 3) The store clerk told me about a coupon that helped me save a lot. 销售员告诉我可以使用优惠券，帮我省了不少钱。 # coupon ku:pn n.礼券，优惠券# save a lot 节省很多e.g. Here is a coupon for todays bread. This coupon may save a lot for me.Step 3. Listening and Speaking. A “Check In”.1. New words and expressions. 1) attend v. 照顾 2) check in 登记住店 R: check out 3) clerk n. 旅馆服务台接待员；职员 4) reservation n. 预订 reserve v. 5) correct adj. 正确的 6) upper adj. 较高的 7) away from 远离 8) fill v. 填写 fill in / out 9) registration n. 登记 10) form n. 表格 fill out the registration form 11) further adj. 更多的; 更远的；进一步的 e.g. I will go abroad for further study. 12) front desk 前台，总台 13) assistance n. 帮助 14) manage v. 能解决（问题）；应付（困难局面等）2. Activity 1: Listen to the conversation and tick where it happens. . First show Ss three pictures and judge where they show. . Listen to the CD and tick where it happens. . Check up.3. Activity 2: Listen again. Then underline the questions asked by the hotel clerk. . Ss listen to the tape and underline the questions. . Check up. Clerk: Welcome to the Sheraton. May I help you? Guest: Id like to check in. I have a reservation. Clerk: Whats your name, please? Guest: Phillip Parker. Clerk: Yes, Mr. Parker. You required a single room for three nights, is that correct? Guest: Yes, could I have a room on the upper floors, away from the street? Clerk: No problem. Could you fill out the registration form, please? Thank you. And will you be paying by cash or credit card? Guest: Cash, if you accept American dollars. Clerk: Of course, sir. Your room number is 1109. Here is your key. Enjoy your stay at the Sheraton. If you require anything further, feel free to call the front desk. Would you like assistance with your bags? Guest: No thanks, I only have one. I can manage. . Read the dialogue. . Act out the dialogue. . Useful expressions. Questions Asked at Check-inPossible ResponsesDo you have a reservation?How long will you be staying?Do you prefer a smoking or non-smoking room?Will you be paying by cash or credit card?Could you fill out this registration form, please?Yes, the name is Joe Smith.Ill be checking out on Friday.Non-smoking, if you please.Credit card, if you accept Visa.Do you need to see my passport? . Some language points. 1) Id like to check in. I have a reservation. 我要登记入住。我预订过。 # check in 意为“登记入住”，check out 意为“结账离店”。 # have a reservation 意为“有预订”。 e.g. He has just checked in at the hotel. Ill be checking out on Friday. 2) You requested a single room for three nights, is that correct? 您需要一间单人间住三晚，对吗？ # a single room 意为“单人间”， a double room 意为“双人间”。 3) Could I have a room on the upper floors？ 我可以要一间位于较高楼层的房间吗？ # on the upper floors 意为“在上面一点的楼层”， on the lower floor 在下面一点的楼层 4) Could you fill out the registration form, please? # 您可以填一下这张登记表吗？ # could you? 意为“你能吗？”委婉的语气，用在接待顾客中，比较正式而又礼貌 # fill out the registration form 填写登记表 fill out / in 意为“填写（表格）”。 e.g. Please fill out / in the application form. be filled with / be full of 充满 e.g. The bottle was filled with / full of milk. The news filled her with hope. 5) pay by cash or credit card # cash 意为“现金”，credit card信用卡，按发卡组织分： Visa维萨卡 MasterCard万事达卡、American Express美国运通卡、UnionPay银联卡等 6) Enjoy your stay at the Sheraton. 祝您在谢尔顿酒店住的愉快！ # stay 意为“停留、逗留”，住在酒店，不用live, 而用stay. e.g. How many nights will you be staying? 7) feel free to 意为“请随意” 8) I can manage. 我能处理好。 # manage 意为“办理；设法对付” e.g. Can you manage it? Mr. White manages a large department store. manage to do sth. Compare: try to do sth. e.g. I managed to get there on time. He managed to finish the task at last. 4. Activity 3: Suppose you work at the front desk of a hotel. Ask proper questions to get the following information. name of the guest Question: Whats your name, please? / May I have your name, please? kind of room needed Question: Do you prefer a smoking or non-smoking room? / What kind of room would you like, a single or a double? / Would you prefer a single or double? number of guests Question: How many of you? length of stay Question: How long will you be staying? 5. Activity 4: Complete the conversation and then role-play it with your partner. Front Desk: Welcome to the Home Inn. How may I help you? Guest: Id like a room, please. Front Desk: Single or double? Guest: A double, please. How much is that? Front Desk: Its $ 145.00 a night. How long will you stay? Guest: Just tonight. Front Desk: OK. One night comes to $ 145.00 plus tax. May I have your name? Guest: Its Davies. Robert Davies. Front Desk: How to spell? Guest: Its D-A-V-I-E-S. # come to 意为“总计为”。 e.g. It comes to 365 dollars. # And how do you spell that, sir? 先生，请问您的名字是怎么拼的？ 在登记客人的名字的时候，一定要问清拼写方式，并在登记后 重复一遍与客人确认。Step 4 Summary and homework. . Recite the dialogue and prepare to act it out. . Copy the new words and expressions. .Preview Listening and Speaking B.授课章节名 称 Listening and Speaking B授课课时Period 2授课形式new使用教具Books, CD player, chalk教学目标Knowledge Aims: 1. Ss will be able to read the order and know how to take the order.2. Ss will be able to catch what they hear and finish the exercises.Ability Aims:1. Ss will be able to know what to do as a waiter in a restaurant.2. Ss will be able to master some listening skills through practicing.Moral Aims: Ss will know the work procedures and serve the customer politely.教学重点1. Ss can catch the key points of the listening materials.2. Ss will be able to read the order and know how to take the order.教学难点Ss will be able to read the order and know how to take the order.教学过程设计思路Task-based approach ,CommunicativeApproach课前准备要求多媒体辅助课外作业. Copy the new words and expressions. Preview Reading and Writing.教学后记授课内容、活动及板书设计（导入、新授、练习、小结等）Teaching ContentsTeachers ActivitiesStudents ActivitiesTeaching IntentionStep 1. Greetings and leading in. arouse Ss interest to learn new materialsStep 2. Revision. . Ask Ss to read the new words learnt in the last class. .Review some expressions on questions asked at check-in and their possible responses .Act out the dialogue (P35)1. Read the new words.2.Encourage Ss to say some expressions3. Give Ss comments on their acting.1. Ss think actively and answer questions.2. Work in pairs and act out the dialogueEncourage Ss to review in timePractise Ss oral English.Step 3. Listening and Speaking. B “At a Restaurant”.1. New words and expressions. 2. Activity 5: Look at the picture. What did the customer order? Tick from the list. . Read the list first then Ss finish the task. . Have a check together.3. Activity 6: Listen to the conversation and circle the correct answers. . Pre-task. Let Ss read the questions and the choices. While-task. Let Ss listen and choose correct answers. . Post-task. Check up.4. Activity 7: Listen again and complete the order sheet for the waitress.5. Some points.6. Activity 8: Arrange the sentences below to make a conversation between a customer and a waiter in a coffee shop.7. Activity 9: Read the menu. Then work with your partner to take turns to order and take the order.First let Ss read the words themselves, then read after the teacher. Last the teacher explain the words.Explain the demands.Give Ss some directionsSs read the words themselves first, then read after the teacher.Do the tasks according to the demands.Work in pairsBefore teaching, let Ss try to read the words first to train Ss the ability of teaching themselves.First let Ss know the demands clearly, then Ss finish the tasks, this may encourage Ss to finish the tasks activelyCooperate with each otherStep 4 Summary and homework. . Copy the new words and expressions. . Preview Reading and Writing.Assign tasks in detailFinish the tasksPrepare for the next periodBlackboard lay out1) menu n. 菜单 8) bake v. 烘烤 2) return v. 返回 9) corncob n. 玉米棒子 3) in a moment 一会儿 10) pea n. 豌豆 4) bone n. 骨头 11) carrot n. 胡萝卜 5) T-bone steak T字牛排 12) broccoli n. 花椰菜 6) fry v. 油炸，油煎 13) care for 喜欢，想要 7) mash v. 把捣成泥 14) black coffee 黑咖啡Teaching Procedure:Step 1. Greetings and leading in.Step 2. Revision. . Ask Ss to read the new words learnt in the last class. .Review some expressions on questions asked at check-in and their possible responses .Act out the dialogue (P35)Step 3. Listening and Speaking. B “At a Restaurant”.1. New words and expressions. 1) menu n. 菜单 2) return v. 返回 3) in a moment 一会儿 4) bone n. 骨头 5) T-bone steak T字牛排 6) fry v. 油炸，油煎 7) mash v. 把捣成泥 8) bake v. 烘烤 9) corncob n. 玉米棒子 10) pea n. 豌豆 11) carrot n. 胡萝卜 12) broccoli n. 花椰菜 13) care for 喜欢，想要 14) black coffee 黑咖啡2. Activity 5: Look at the picture. What did the customer order? Tick from the list. . Read the list first then Ss finish the task. . Have a check together.3. Activity 6: Listen to the conversation and circle the correct answers. . Pre-task. Let Ss read the questions and the choices. While-task. Let Ss listen and choose correct answers. . Post-task. Check up. Script: Waitress: Welcome to Kaseys Kitchen. Do you have a reservation? Customer: Yes, the name is Johnson, Paul. Waitress: Ah, yes, here you are. Right this way. Heres the menu. Ill return in a moment to take your order. Waitress: Are you ready to order, sir? Customer: Yes, Ill have the T-bone steak. Waitress: How would you like that cooked? Customer: Well done, please. Waitress: You have a choice of potatoesFrench fried, mashed, or baked. Customer: Ill have the baked potato. Waitress: The vegetables t