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1、Unit 1Workplace Manners英语（服务类）（职业模块）UNIT 1 Workplace MannersContentsUnit GoalsUnit GoalsLead-inLead-inListening l Greet and serve each customer with a smile and make eye contact;l Listen to customers carefully and answer each question patiently;l Deal with complaints helpfully and efficiently;l Neve
2、r make any personal phone calls while serving;l Never try to argue with customers;l Say “Thank you for coming.” when customers leave.S英语（服务类）（职业模块）UNIT 1 Workplace MannersW o r d sa n dE x p r e s s i o n s4workplace /5w:kpleIs/ n. 工作场所manner /5mAnE/ n. 举止wear /weE/ v. 穿greet /5ri:t/ v. 问候friendly /
3、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英语（服务类）（职业模块）UNIT 1 Workplace MannersW o r d sa n dE x p r e s s i o n s5visit /5vIzIt/ v. 拜访interested /5IntrIstId/ adj. 感兴趣的share /FeE/ v. 分享tip /tIp/ n. 提
4、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 /kEm5pleInt/ n. 投诉Words and Expressions英语（服务类）（职业模块）UNIT 1 Workplace MannersW o r d sa n dE x p r e s s i o n s6efficiently /I5fIFEntlI/ adv. 高效地personal /5p:sEnl/ adj. 私人的while /waIl/ adv. 当时候ar
5、gue /5B:ju:/ v. 争吵be interested in 对感兴趣name tag 名称标签share . with 与分享argue with sb 与某人争论Words and Expressions英语（服务类）（职业模块）UNIT 1 Workplace MannersMatch and DiscussMatch B with C and then discuss dos and donts in serving customers.Doswearcustomerslisten to a name tagmakecarefullyDontsmakepersonal call
6、sargue witheye contactA B C英语（服务类）（职业模块）UNIT 1 Workplace MannersTrue or FalseTick the correct answers according to what you read in the text.T F 1. Serving customers only in a fast way can make them visit again. 2. Wear company-issued clothes and a name tag when serving customers. 3. Greet each cust
7、omer with a smile. 4. Dont make personal phone calls while serving customers. 5. Argue with customers if you feel you are right.英语（服务类）（职业模块）UNIT 1 Workplace MannersToday is Lindas first day to work in an office._WritingWrite about Lindas first day at a customer service center. Be sure to use the fo
8、llowing words in your writing: company-issued clothes; smile; eye contact; deal with complaint; say good-bye to customers.1234She is working in clean company-issued clothes. She is serving the customer with a smile and keeps eye contact. When she deals with the complaint, she tries to help the custo
9、mer. She is saying good-bye to the customer when he leaves. 英语（服务类）（职业模块）UNIT 1 Workplace MannersLanguage in UsePart I. SpellPart Part II. II. ListenListenPart Part III. III. SpeakSpeakPart IV. ReadPart IV. ReadPart Part V. V. WriteWriteProblem SolvingProblem SolvingCulture TipsCulture Tips英语（服务类）（职
10、业模块）UNIT 1 Workplace MannersPart I. SpellSpell out the missing words. The first letter of the words is already given.1 Betty is a friendly r_ _ _ _ _ _ _ _ _ _ in a small hotel.2 Ann is a happy c_ _ _ and she always smiles.3 Tom is making a c_ _ _ _ _ _ _ _ at the front desk.4 Susan always s_ _ _ _s
11、 customers with a smile.eceptionist hef omplaint erve 英语（服务类）（职业模块）UNIT 1 Workplace MannersPart I. SpellSpell out the missing words. The first letter of the words is already given.5 Mr White is wearing a n_ _ _ _ _ _ on his suit.6 The receptionists g _ _ _ _ the customer with a smile.7 Wed better no
12、t a_ _ _ _ with our workmates.8 The supermarket c_ _ _ _ _ _ is standing behind the desk.ame tagreetrgueashier英语（服务类）（职业模块）UNIT 1 Workplace MannersPart II. ListenListen and tick the food and drinks they are talking about.roast chickenBeijing Duckfried fishorange juicehot teamineral waterfried riceco
13、ffeenoodlesscript英语（服务类）（职业模块）UNIT 1 Workplace MannersscriptPassenger: Whats our dinner choice?Flight attendant: We have fried fish and roast chicken. What would you like, sir?Passenger: Roast chicken, please.Flight attendant: Any drinks?Passenger: May I ask what you have?Flight attendant: Orange ju
14、ice, coffee and mineral water.Passenger: Orange juice, please.Flight attendant: Sure, here you are. Enjoy your meal.英语（服务类）（职业模块）UNIT 1 Workplace MannersPart III. SpeakSpeak out. In pairs, practice the dialogue by using the pictures below. See if you can say more.A: Todays meal is either _ or _. Wha
15、t would you like, sir?B: _, please.A: Here you are.B: Excuse me. I wonder if I can have another portion of _.A: Sure. Enjoy your meal.beef fish noodles fried rice beeffishFishfish英语（服务类）（职业模块）UNIT 1 Workplace MannersPart IV. ReadRead the statements below and try to match them with the pictures.1. A passenger would like to have Beijing Duck.2. The passenger feels satisfied because he can get both chicken and fish.3. Alice is a flight attendant and she works every three days
