职业英语视听说Unit6课件古柏优讲

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1、Unit6QualityUnit6QualityAfterstudyingthisunit,youshouldbeableto:receiveaqualitycomplaintconductaneffectiveinvestigationofaqualityproblemtakenecessarycorrective&preventiveactionsagainstaqualityproblemdiagnosetherootcauseofaqualityproblemandfixitsettleaqualitycomplaint1科学教育Unit6QualityInClassPeriod1:L

2、istening1Speaking1(Task1-2)Period2:Watching1Speaking1(Task3-4)Period3:Listening2Speaking2(Task1-2)Period4:Watching2Speaking2(Task3-4)AfterClassUnitFile+SupplementaryListening+ProjectTeachingPlan2科学教育Unit6QualityKnowledgeGetageneralideaofthetypicalworkingsituationsconcerningqualityinanorganization.Sk

3、illsLearntotransferacustomerscomplainttothemanufacturer.BeabletounderstandhowtoreceiveacustomerscomplaintUnderstandhowtoconductafieldinvestigationLearntoanalyzetherootcauseofaqualityproblemTeachingPlan3科学教育Unit6QualityOutline121212FurtherListening+ FurtherWatching+ FuntimePart1-ListeningPart2-Watchi

4、ngPart3-SpeakingPart4-SupplementaryMaterial4科学教育Unit6Quality_beingfriendly,beingsincereUnit6QualityListening1/TASK1ACustomersComplaint1.Warming-upSupposeyouworkinaCustomerServiceDepartment.Discusswithyourpartnerwhatqualitiesareneededtohandlecustomercomplaintseffectively._beingagoodlistenerbeinghelpf

5、ulbeingthoughtful/consideratecreativethinking/problem-solvingability_beingflexiblepositivebodylanguagebeingcooperative,beingtolerant5科学教育Unit6QualityUnit6QualityListening1/TASK1NewWords&Expressions1.odd a. 奇怪的Ihadratheranoddexperiencetheotherday.前几天我有过一次非常奇怪的经历。2.tamperv. (with)拨弄；胡乱摆弄Donttamperwith

6、thatcar.不要乱碰那部车子。3.themoment一（就）Theyhavebeenstudyinghardfromthemomenttheyenrolled.从入学时起，他们就一直努力学习。6科学教育Unit6QualityUnitQualityListening1/TASK1ACustomersComplaint2.ExtensiveListeningHelenismakingacomplainttoSusan.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedow

7、nthekeywordstosupportyouranswers.1.HelenisunsatisfiedwithallthegoodssheboughtfromGuru.2.SusanwritesdownHelensnameandtelephonenumberforfuturereference.onebottlecontainedlessthan500mlofshampoo.MayIhaveyournameandtelephonenumber,please?FalseTrueScript7科学教育Unit6QualityUnitQualityListening1/TASK1ACustome

8、rsComplaint3.IntensiveListeningListentotheconversationagainandcompletethefollowingCustomerComplaintSheetforSusan.ScriptNameofCustomerTelephoneNo.GoodsInvolvedProblemFollow-upWithinCustomerComplaintSheetHelenSmith84791128Onebottlecontainedlessthan500mlofshampoo.ShampooAweek8科学教育Unit6QualityUnit6Quali

9、tyListening1/TASK1ACustomersComplaint4.LanguageSummaryReadaloudthefollowingsentencesaboutreceivingacomplaint.1.HowcanIhelpyou?2.Imsorry.Pleasetellmeaboutit.3.Really?Howodd.4.haveyoubroughtthereceiptwithyou?5.Itlltakeusawhiletolookintoitbecausewellhavetoreportbacktothemanufacturer.6.MayIhaveyournamea

10、ndtelephonenumber,please?9科学教育Unit6QualityUnit6QualityListening1/TASK2ComplaintTransfer1.Warming-upSupermarketsusuallysettlequalitycomplaintsdirectlywithcustomers,butsometimestheyneedtotransfercomplaintstothemanufacturersconcerned.Discusswithyourpartnerandtick()thosethatmaybeappropriatereasonsfortra

11、nsferringacomplaint.1.Askforthemanufacturershelptofindoutthecause.2.Getcompensationfromthemanufacturer.3.Beginaninvestigationtodiscoverwhoisresponsible.4.Drawthemanufacturersattentiontoaproblem.5.Askthemanufacturertomakeimprovements.10科学教育Unit6QualityUnitQualityListening1/TASK2NewWords&Expressions1.

12、howcome?【美口】怎么会的？Howcomehegotthejob?他怎么会得到这个职位呢？2.inplace在工作；准备就绪Pleasemakesureyouhaveyourtraveldocumentsinplace.请确保你的旅游文件准备就绪。3.takeseriously认真对待Doyoutakeseriouslyhispredictionofagovernmentdefeat?他预计政府要受挫折，你认为这话靠得住吗？4.betoblame该受责备；应承担责任Hecantbetoblame.他不能受责备。11科学教育Unit6QualityUnitQuality2.Extensiv

13、eListeningSusanistransferringthecomplainttotheSales&MarketingDepartmentofTAF.Listentotheconversationandtick()thosestatementsthataretrue.Listening1/TASK2ComplaintTransfer1.TAFSales&MarketingDepartmentisresponsiblefordealingwithdistributors.2.SusanthinksJennytakesitforgrantedthatthecomplaintisfalse.3.

14、Jennydoesntwanttotakethecomplaintseriously.4.TAFwillarrangetofindthecauseofthecomplaintwithinoneweek.Script12科学教育Unit6QualityUnitQuality3.IntensiveListeningListentotheconversationagainandtick()thecorrectanswertoeachquestion.ScriptListening1/TASK2ComplaintTransfer1.WhyisJennysosurprisedatthecomplaint

15、?A.BecauseTAFhasagoodqualitycontrolsystem.B.BecauseJoyceShampoosellsquitewell.C.BecauseTAFisaveryfamouscompany.2.WhatwillJennydonext?A.Askformoredetails.B.Providesomeexplanations.C.Arrangeforsomeonetolookintothematter.3.TowhomwillJennyreportthematter?A.Mr.Johnson.B.Mr.Smith.C.Frank.13科学教育Unit6Qualit

16、yUnit6QualityListening1/TASK1ACustomersComplaint4.LanguageSummaryCompletethefollowingsentenceswiththewordsgiveninthebox,payingspecialattentiontotheuseof“nomatter”.whowhatwherewhenwhetherhow1.Nomatter_Tomworks,healwaysdoesagoodjobinsettlingcustomercomplaints.2.Nomatter_ourproductsareproduced,theywill

17、besoldoutinquiteashorttime.3.TheCustomerServicestaffwonttrustthatcustomeranymorenomatter_hesays.4.Nomatter_hardwepromoteourproducts,thereisalwaysmoretodo.5.Dontloweryourqualityrequirementsnomatter_comes.6.Themanagerdecidedtomass-producethenewmodelnomatter_itispopularwiththecustomersatpresent.wherewh

18、enwhathowwhowhether14科学教育Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation1.Warming-upDiscusswithyourpartnerandtick()thosestatementsthatyoubothconsidertobethejobdutiesofsalesrepresentatives.1.Presentandsellproductsandservicestocurrentandpotentialclients.2.Conductmarketresearchfornewproductdev

19、elopment3.Providecustomerfeedbacktothecompany.4.Developandcarryoutspecialsalesactivitiestoincreasesales.5.Establishandmaintainclientrelationships.15科学教育Unit6QualityUnit5QualityWatching1/TASK1NewWords&Expressions1.investigationn. 调查Inaninvestigation,anewfactbecameknown,whichtoldagainsthim.在调查中新发现了一件对

20、他不利的事实。2.fillingn. 填充；装满Pleasegivemeapiewithcherryfilling.请给我一个樱桃馅饼。3.mix n. 混合物；配料Youcanmixblueandyellowpainttomakegreenone.你可以把蓝色和黄色油漆混合成绿色。4.batch n. 一批；一次生产的量Thefirstbatchofcakeswasburnt.第一炉蛋糕烤焦了。16科学教育Unit6QualityUnit5QualityWatching1/TASK1NewWords&Expressions5.formulan. 配方Theyareworkingonthepe

21、rfectionoftheirnewpaintformula.他们正在研制完善的新颜料配方。6.sectionn. 部分Thesectionoftheformisnotapplicableinyourcase.表格这一部分不适合你的情况。7.defective a. 有缺点的；不完美的Hervisionisseriouslydefective.她的视力有严重缺陷。8.narrowdown缩小；减少Icannotnarrowdowntherulesforthisgame.我不能限制这场比赛的规则。17科学教育Unit6QualityUnitQualityWatching1/TASK1FieldI

22、nvestigation2.ExtensiveWatchingFrankgoestoGuruSupermarketforfieldinvestigation.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.FrankisquitefamiliarwithSusansohegoesdirectlytoher.2.Thetwodefectivesampleswillhelpthemanufacturerinitsi

23、nvestigation.CanyoutellmewhereIcanfindher?Illtakethesedefectivesamplesbacktothecompany.,sowecangetonwithourinvestigation.FalseTrueScript18科学教育Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation3.IntensiveWatchingWatchthevideoclipagainandtick()thecorrectanswertoeachquestion.Script1.Whichofthefol

24、lowingstatementsistrueaboutthetwobottlesofshampoo?A.Theywerereturnedbydifferentcustomers.B.Theybothcontain500mlofshampoo.C.Theyareofdifferentbrands.2.Whatsthemixandbatchnumberofthetwobottlesofshampoo?A.FormulaS7andbatchNo.1018001.B.FormulaX7andbatchNo.1081001.C.FormulaS7andbatchNo.1108001.3.Whatwill

25、belearnedfromthebatchnumberaccordingtotheconversation?A.Wheretheproductwassold.B.Whentheproductwasproduced.C.Wheretheproductwasproduced.19科学教育Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation4.LanguageSummaryRewritethefollowingsentencesaftertheexample.Example:Pleasekeepinformingmeofthat.Pleas

26、ekeep me informed.1.Youshouldatleastmaketheclientsunderstandyou.Youshouldatleastmakeyourself_.2.Iheardsomeonerepeatmynameseveraltimesontheloudspeaker.Iheardmyname_severaltimesontheloudspeaker.3.Heaskedhernottochangetheirschedule.Heaskedhernottogettheirschedule_.4.Yesterdaytheyhadtwopeoplerepairtheir

27、printerandcomputer.Yesterdaytheyhadtheirprinterandcomputer_.understoodrepeatedchanged repaired20科学教育Unit6QualityUnitQuality1.Warming-upDiscusswithyourpartnerandtick()thosestatementsthatyoubothconsidertobethejobdutiesofsalesrepresentatives.Watching1/TASK2Corrective&PreventiveAction1.correctiveaction2

28、.preventativeaction3.fullinspection4.returnandreplacement纠正措施预防措施全检退货、换货21科学教育Unit6QualityUnitQualityWatching1/TASK2NewWords&Expressions1.correctivea. 纠正的Itispossibletodocorrectivesurgeryontheeyestotakecareoftheproblem.通过做眼睛矫正手术解决这个问题是可行的。2.preventivea. 预防性的Thishasprovedeffectivelypreventive.这种药证明是很

29、有效的预防。3.preventative a. （=preventive）预防性的Further,nopreventativeactionsweresubmittedforfutureprotocolsandstudies.此外，没有提供对以后各个方案和研究的预防措施。4.updatev. 向提供最新信息；更新Theydecidedtoupdatethecomputersystems.他们决定更新计算机设备。22科学教育Unit6QualityUnitQualityWatching1/TASK2NewWords&Expressions5.inspectorn. 检验员Aninspectorch

30、eckedthestandardofwork.视察员查验工作的质量。6.analyzev. 分析Weshouldanalyzethecauseandeffectofthisevent.我们应该分析这场事变的因果。23科学教育Unit6QualityUnitQualityWatching1/TASK2Corrective&PreventiveAction2.ExtensiveWatchingFrankistalkingwithSusanaboutthecorrectiveandpreventativeactiontobetaken.Watchthevideoclipanddecidewhethe

31、rthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.FranksonlyproposedactionistocarryoutafullinspectionofTAFsstock.2.FrankwillleaveforTAFthatnighttoinvestigatethecauseoftheshortfilling.Asforthepreventiveaction,wellcarryoutafullinspectionofalltheshampooinourstock.Illg

32、obacktoourcompanytonightwiththesetwodefectivesamplesImsurethecausewillbediscoveredsoon.FalseTrueScript24科学教育Unit6QualityUnitQuality3.IntensiveWatchingWatchthevideoclipagainandtick()thecorrectanswertoeachquestion.ScriptWatching1/TASK2Corrective&PreventiveAction1.Whichofthefollowingfeesarenotmentioned

33、bySusan?A.Feesfortheinspectors.B.Chargesforreturningthedefectiveshampoo.C.FrankstransportcostsbacktoTAF.2.ApartfromProduction,whichdepartmentwillalsogetinvolvedinanalyzingthedefectivesamples?A.QCDepartment.B.FinanceDepartment.C.Sales&MarketingDepartment.3.WhowillarrangeafullinspectionofalltheJoycesh

34、ampooatGuruSupermarket?A.Frank.B.Susan.C.Jenny.25科学教育Unit6QualityUnitQuality4.LanguageSummaryFillintheblankswithanounforeachverbgiven.Consultyourdictionaryifnecessary.Watching1/TASK2Corrective&PreventiveActioninvestigate investigationinspectpreventcorrectactcooperateinspectionpreventioncorrectionact

35、ioncooperation26科学教育Unit6QualityUnitQualitySpeaking11.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A:Goodmorning.Ipurchasedacomputerfromyourcompanylastmonth.Unfortunately,Imnotsatisfiedwithit.B:_?A: ImhavingaproblemwithmyInternetconnection.B:Didyoureadtheinstructionst

36、hatcomewiththecomputer?A:Yes,butthetroubleshootingsectionwasnohelp.B:_?A:Well,theInternetconnectiondoesntwork.Ithinkthemodemisbroken.Idlikeareplacement.B:ImafraiditsnotourpolicytoreplacecomputersjustbecauseoffailuretoconnecttotheInternet.Whatseemstobetheproblem?Whathappenedexactly27科学教育Unit6QualityU

37、nitQualitySpeaking11.Workinpairs.Completeandpracticethefollowingconversationwithyourpartnerinturn.A: Iboughtthiscomputerwithallthesoftwarepre-loaded.Ihaventtouchedanything.B: Weresorrythatyouvehadaproblemwiththiscomputer._?Ipromiseyouwellcheckthesettingsandgetbacktoyouimmediately.A:OK,thatwillworkfo

38、rme.B:Welldoourbestto_assoonaspossible.Couldyoubringinyourcomputergetyourcomputerworking28科学教育Unit6QualityUnitQualitySpeaking12.Workinpairs.SupposeyouareasalesrepresentativeofSonyElectronicsInc.,andadistributorisfeedingbackonaqualitycomplaintaboutyourproduct.Role-playtheconversationaccordingtothefol

39、lowinginstructions.StudentA:SalesRepresentativeStudentB:DistributoruAskabouttheproductinvolved.uAskaboutthedetailsoftheproblem.uExpresssurpriseandwanttoknowthecustomersrequirements.uSayitisaSonyDSC-W17camerathatwascomplainedabout.uExplainthatthecustomercomplainedtherewerealwaysspotsonpictures.uInfor

40、mthatthecustomerwantsareplacementimmediately.29科学教育Unit6QualityUnitQualitySpeaking1Sample:A:Goodmorning,Mr.Johnson.Whyareyouinsuchahurry?B:Goodmorning,MissChen.Sorrytotellyouthatwehavereceivedastrangecomplaintaboutyourcamera.A:Astrangecomplaint?Whichmodelisit,please?B:TheDSC-W17.A:Really?Youknow,tha

41、tmodelisoneofourmostreliability.Whatstheproblemthen?B:Onecustomercomplainedthattherearespotsonpicturestaken.A:What?Spotsonpictures?B:Yes.Heshowedmesomepictureswithspotstoprove.A:Isthecamerastillunderguarantee?B:Yes,itis.A:Whatdoesthatcustomerwantustodo?B: Helovesthatmodelverymuch,sohejustasksforanim

42、mediatereplacement.A:OK.Illarrangeforthat.Andifyoucouldsendthefaultyunittous,ourtechnicianswillinvestigatetherootcauseoftheproblem.B:Soundsgreat.30科学教育Unit6QualityUnitQualitySpeaking13.Workinpairs.Supposeyouareasalesrepresentativeofapublishinghouse.Alocalbookstorehasreportedthatoneofyourbookscontain

43、sapagewhichhasbeenprintedtwice.Tick()thepointsthatshouldbeincludedinyourinvestigationandexplainthereasonstoyourpartner.1.Apologytothebookstorekeeper2.Nameofthebookanditsauthor3.EditionNumberandpublishingdateofthebook4.Numberofthebookssold5.Nameofthereaderwhofirstfoundtheproblem31科学教育Unit6Quality1.Sp

44、endmoremoneyonadvertising.2.Packageshampooineye-catchingbottles.3.IntroduceQCinspectorsintheproductionline.4.Purchaseexpensiverawmaterials.5.Maintainthefillingmachinesregularly.UnitQualitySpeaking14.Workingroups.Discussandtick()theactionsthatareusefulforashampooproducertopreventqualityproblems.Thenm

45、akeareporttotheclass.32科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation1.Warming-upWheninvestigatingtherootcauseofaqualityproblem,peopleofteninvestigatefourelements.Discusswithyourpartnerandtrytocompletethefollowingchecklist.A.NoorpoorproceduresB.WrongtypeforjobC.LackofknowledgeD.Poorma

46、intenanceordesignMaterials1.Defectiverawmaterial;2._;3.Lackofrawmaterial.Manpower1.Inadequatecapability;2._;3.Lackofskill.B.WrongtypeforjobC.Lackofknowledge33科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation1.Warming-upWheninvestigatingtherootcauseofaqualityproblem,peopleofteninvestigate

47、fourelements.Discusswithyourpartnerandtrytocompletethefollowingchecklist.A.NoorpoorproceduresB.WrongtypeforjobC.LackofknowledgeD.PoormaintenanceordesignMachine/Equipment1.Incorrecttoolselection;2._;3.Poorequipmentortoolplacement;4.Defectiveequipmentortools.Methods1._;2.Practicesarenotthesameaswritte

48、nprocedures.D.PoormaintenanceordesignA.Noorpoorprocedures34科学教育Unit6QualityUnitQualityListening2/TASK1NewWords&Expressions1.diagnosisn. 调查分析；判断Hissymptomsgavenoobviouspointertoapossiblediagnosis.他的症状无法作出明确的诊断。2.underwaya. 进行中的Roadandbridgeconstructionisunderway.公路和桥梁正在建设中。3.diagnosev. 调查分析；判断Whatmor

49、ewillyouwanttoknowtodiagnosethisproblem?要弄清这个问题，你还需要知道些什么？4.instructionn. (常pl.)指示说明Theinstructionshouldbecarriedoutwithoutanyreservation.应当不折不扣地执行这个指示。35科学教育Unit6QualityUnitQualityListening2/TASK1NewWords&Epoundingn. 混合，搀合Itcangrowinfinitely,compounding atanyratewedecide.它可以无限膨胀，混合的比例任由你我决定。5.adjus

50、tment n. 调整Theyshouldmakeadjustmenttothenewenvironment.他们应进行调整以适应新环境。6.cappingn. 封盖Pleaseremovethecapping.请移走封盖。7.labelingn. 贴标签TheEuropeanUnionwillbeadoptingenergylabelingsoonaswell.欧盟也将尽快通过能效标识方案。36科学教育Unit6QualityUnitQualityListening2/TASK1NewWords&Expressions8.samplingn. 抽样；取样Thistypeofsamplingh

51、asbeenappliedexclusivelytotimbersales.这种抽样仅用于木材销售。10.groupdiagnosis会诊Theyaregoingtohaveagroupdiagnosisthisafternoon.他们今天下午将会进行会诊。11.outofspec.不符合规格Thesearethoseproductswhichareoutofspec.这些是不符合规格的产品。12.tospec.符合规格Arethesematerialtospec.?这些材料是否符合规格?13.productionline生产线Theyarecheckingtheproductionline.

52、他们在检查生产线。37科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation2.ExtensiveListeningAmeetingisheldatTAF.Listentotheconversationandtick()thestatementsthataretrue.1.Jennydescribesthequalitycomplaintbrieflywiththesupportoftwodefectivesamples.2.ItseemsthattheQCDepartmentshouldntbeblamedforthesho

53、rtfilling.3.Onemoremeetingisneededtoidentifythecauseoftheshortfilling.Script38科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation3.IntensiveListeningListentotheconversationagainandtick()thecorrectanswertoeachquestion.Script1.Whatsthepurposeofthismeeting?A.Tofindoutwhichdepartmentisresponsi

54、ble.B.TodiagnoseaqualitycomplaintaboutJoyceshampoo.C.TotalkabouttheirbusinessrelationshipwithGuruSupermarket.2.Whatwillbedoneiftheshampoois“outofspec.”?A.Anadjustmentwillbemade.B.Testswillberun.C.Bottleswillberefilled.3.Whichdepartmentwillconductafullinspectionofthebatchstillleftinthewarehouse?A.Sal

55、es&Marketing.B.Production.C.QualityControl.39科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation4.LanguageSummaryComparethemeaningoftheitalicizedwordsineachofthesentencepairs.(n.配料)(v.混合)(n.贴标签；n. 包装)(n.标签；n. 包装)40科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation4.LanguageSumma

56、ryComparethemeaningoftheitalicizedwordsineachofthesentencepairs.(n. 抽样检查)(n.样品)41科学教育Unit6QualityUnitQuality1.Warming-upHaveyoueverhadthefollowingqualityproblemsinyourlife?Discusswithyourpartnerandlistthepossiblereasonsforeachofthem.Listening2/TASK2CauseDiscovery1.Thebreadboughtjustnowsmells._2.Oneg

57、lassamongacartonofnewly-deliveredonesisbroken._3.Someimportedwoodenfurniturewasalittleoutofshape._4.NoimageappearsonthedisplayofanewTVset._Outofdate.Roughhandling.LeftoutintherainTechnicalfault.42科学教育Unit6QualityUnit5QualityListening2/TASK2NewWords&Expressions1.piston n. 活塞Theyuseapistonengineinstea

58、d.他们改用活塞发动机。2.filler n. 装罐机；填充机Howtochoosethemostsuitabletypeoffillerforpillows?如何选择最适合自己枕头的填充物类型？3.infect v. 感染Goaway,Idontwanttoinfectyouwithmycold.躲开，我不愿意把感冒传染给你。4.suspendv. 暂停；中止Bothsidesintheconflicthaveagreedtemporarilytosuspendhostilities.冲突双方同意暂时停火。43科学教育Unit6QualityUnit5QualityListening2/TA

59、SK2NewWords&Expressions5.circumstancen. 环境；条件；状况Youshouldsoonaccommodateyourselftothenewcircumstance.你应尽快适应新环境。6.suspensionn. 暂停；中止Theathletecouldfacealengthyperiodofsuspensioniffoundguilty.如果被判有罪，这名运动员可能面临长期停赛。7.intervaln. 间隔Theaudienceweregoingoutfortheinterval.幕间休息时观众走出了剧场。8.distributorn. 分销商；经销商

60、Youcangetthebookthroughyourlocaldistributor.你可以通过当地经销商买到这本书。44科学教育Unit6QualityUnitQualityListening2/TASK2CauseDiscovery2.ExtensiveListeningAsecondmeetingisheldtodiagnosetheshortfillingproblem.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosuppor

61、tyouranswers.1.Theproblemturnedouttobewithseveralfillingheadsoftheshampoofiller.2.Joyceshampoohasbeenlaunchedformanyyearsandbuiltaverygoodreputation.Theproblemwaswithoneofthepistonfillingheadsoftheshampoofiller.FalseJoyceisanewly-developedproductlaunchedlastyear.FalseScript45科学教育Unit6Quality1.Howlon

62、gdoesittaketofillonebottlewithshampoo?A.5seconds.B.15seconds.C.50seconds.2.Howmanyshort-filledbottleshavetheQCinspectorsfoundinTAFsstock?A.5.B.15.C.50.3.WhymustTAFsatisfyGuruSupermarketanditscustomers?A.BecauseGuruisaforeigndistributor.B.BecauseGuruisTAFsNo.1distributor.C.BecauseitisGuruscustomerswh

63、ofoundthequalityproblem.UnitQuality3.IntensiveListeningListentotheconversationagainandtick()thecorrectanswertoeachquestion.ScriptListening2/TASK2CauseDiscovery46科学教育Unit6QualityUnitQuality4.LanguageSummaryFillintheblankswithproperwordsaccordingtothefractionsintheleftcolumn.Listening2/TASK2CauseDisco

64、very1/10onetenth1/21/42/533/425/6onehalfonequartertwofifthsthreeandthreequarterstwoandfivesixth47科学教育Unit6QualityUnitQualityWatching2/TASK1FeedbackandCorrection1.Warming-upDiscusswithyourpartnerandtick()theinformationthatshouldbeincludedinthefeedbackonacomplaint.1.Thefindingsoftheinvestigation2.Thep

65、rocessesinvolvedintheproduction3.Theactionstakentocorrectandpreventtheproblem4.Thesolutiontothecomplaint48科学教育Unit6QualityUnitQualityWatching2/TASK1NewWords&Expressions1.conveyorn. 传送装置；运输设备Liftitoutoftheconveyorbelt.把它从传送带上取下来。2.carouseln. 旋转式传送带Thebaggagecarouselhasbrokendown.行李传送带失灵了。3.holdingtan

66、k盛液槽Leavethedrainvalveoftheholdingtankopened.让贮槽的排水阀打开。4.conveyorbelt传送带Liftitoutoftheconveyorbelt.把它从传送带上取下来。49科学教育Unit6QualityUnitQualityWatching2/TASK1FeedbackandCorrection2.ExtensiveListeningFrankisexplainingtheirdiscoveryofthecausetoSusan.Watchthevideoclipandtick()thosestatementsthataretrue.1.S

67、usanhaslittleknowledgeabouthowshampooisproduced.2.Thewholeprocessofshampooproductionistotallycomputerized.3.Frankgivesaverydetailedexplanationaboutthecauseoftheproblem.Script50科学教育Unit6QualityUnitQualityWatching2/TASK1FeedbackandCorrectionScript3.IntensiveListeningWatchthevideoclipagainandanswerthef

68、ollowingquestions.1.Howmanystepsarethereintheshampooproduction?2.WhereistheshampoopumpedaftertheQCcheck?3.Whatwillhappenaftertheemptybottlesmovealongtheconveyorbelt?4.Howdotheycontrolthefillingtimeandspeed?Six.Itispumpedintoaholdingtank.Theyarefilledwithshampoo.Theyuseacomputertocontrolthefillingtim

69、eandspeed.51科学教育Unit6QualityUnitQualityWatching2/TASK1FeedbackandCorrection4.LanguageSummaryFillintheblankswithacompoundadjective.Consultyourdictionaryifnecessary.1.Therewassomethingwrongwithoneofthemachinesthatfillshampoo.Therewassomethingwrongwithoneoftheshampoo-filling machines.2.In1902Dr.Carrier

70、inventedamachinethatcouldconditionair.In1902Dr.Carrierinventedan_machine.3.Wehavecompletedataskthatconsumedtoomuchtime.Wehavecompleteda_task.4.Theysucceededindevelopinganewkindoflampthatcouldsaveenergy.Theysucceededindevelopinganewkindof_lamp. air-conditioning time-consumingenergy-saving 52科学教育Unit6

71、QualityUnitQuality1.Warming-upSupposeyouareresponsibleforsettlingqualitycomplaintsforyourcompany.Tick()thestatementsthatshouldbethegoalofcomplaintsettlement.Watching2/TASK2ComplaintSettling1.Topreventyourcompanyfromsufferinglosses2.Tomaintaincustomerloyalty3.Tomakesureyourgoodsaresold4.Tomakecustome

72、rssatisfiedwithyourproductsandservices53科学教育Unit6QualityUnitQualityWatching2/TASK2NewWords&Expressions1.inconveniencen. 不方便；麻烦Sorryforyourinconvenience.不好意思,麻烦你了.2.risk v. 冒的风险Willyouriskyourlifetodothis?你会冒生命危险做这件事么?3.faithfula. 忠实的；忠诚的Heisafaithfulfanofthatstar.他是那明星的忠实粉丝.4.uniquea. 独特的Thishasauni

73、quefunction.这个带有一种独特的功能5.refundv. 退还；偿付Thesalesmanrefusetorefundthemoneytothewoman.售货员拒绝把钱退回给那女士。54科学教育Unit6QualityUnitQualityWatching2/TASK2NewWords&Expressions6.onpurpose故意地；蓄意地Theydidthisonpurpose.他们故意这么做的。7.drawonesattentionto引起某人对的注意Shecriedsuddenlysothatshecandrawhisattentiontoher.她忽然哭了，以此引起他的

74、注意。8.atonesexpense由某人承担费用Hegainhisgoalathisfathersexpense.他以牺牲他的父亲为代价来达到自己的目标。55科学教育Unit6QualityUnitQualityWatching2/TASK2ComplaintSettling2.ExtensiveListeningFrankismeetingcustomerstosettlethequalitycomplaint.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeyw

75、ordstosupportyouranswers.1.Everytimeaqualitycomplainthappens,Frankwillgotomeetthecustomersinvolved.2.FrankhasdecidedtoinvitethetwocustomerstovisitGuangzhouattheirexpense.IdontusuallygettomeetcustomersFalse.visitourheadofficeinGuangzhouFalseScript56科学教育Unit6QualityUnitQualityScript3.IntensiveListenin

76、gWatchthevideoclipagainandtick()thecorrectanswertoeachquestion.Watching2/TASK2ComplaintSettling1.WhydoesthefirstcustomeralwaysbuyTAFproducts?A.Becauseoftheirlowprice.B.Becauseoftheirhighquality.C.Becauseoftheirexcellentafter-salesservice.2.WhyisthesecondcustomerafaithfuluserofJoyceshampoo?A.Becauses

77、helikesitsuniquefragrance.B.Becauseshelikesitspackaging.C.Becauseshelikesitsuniqueingredients.3.WhichofthefollowingisnotthereasonwhyFrankinvitesthetwocustomerstovisitTAFsheadoffice?A.ForchoosingTAFproducts.B.Fordrawingtheirattentiontosuchaseriousmistake.C.ForofferingsuggestionstoimprovethequalityofT

78、AFproducts.57科学教育Unit6QualityUnitQuality4.LanguageSummaryThestructure“adjective+of”canbeusedtoshowpolitelythanking,praisingoraccepting.Completethefollowingsentencesbyaddingsomethingofyourown.Watching2/TASK2ComplaintSettling1.Thatsverygenerousofyoutoinviteusto visit your head office.2.Itsverykind ofy

79、outo_.3.Itsverysweet ofyouto_.4.Itsreallyconsiderate ofyouto_.let me have your seat.givemesuchawonderfulbirthdaygift.ask about everyones needs.58科学教育Unit6QualityUnitQualitySpeaking21.Davidischairingagroupdiagnosisofaqualityproblem.Helphimpreparehisopeningspeechbycompletingthefollowingparagraphorally

80、.Goodmorning,everybody.Thepurposeofthismeetingisto_withourwashingmachine,andthisisthedefectivemachine_tousbyoneofourdistributors.Firstletmeshowyou_.Youstartthewashcycle,andthemachinestarts_withwater.Youopenthedoor,pourthedetergentin,andstart_theclothesin.Whileyouaredoingthat,theproblemappears,_.Now,

81、pleaseairyourviewsaboutwhatmaybethecauseofthisproblem.diagnoseaqualityproblemreturnedwhattheproblemisfillingputtingthewaterstopsfilling,andnothinghappensevenafteryouclosethedooragain59科学教育Unit6QualityUnitQualitySpeaking22.Workinpairs.Nowadaysmoreandmorestudentslikedoingonlineshopping,whichhasledtoma

82、nyqualitycomplaints.Listwhatqualitycomplaintsareoftenmadeaboutthefollowingtwoproducts,andgivethepossiblewaystosolvethemifpossible.ElectronicsProblems:Solutions:wrongdelivery,noinstructionsprovided,etc.askforreplacement,justreturnthegoods,etc.CosmeticsProblems:Solutions:lumpy,contactallergy,etc.askfo

83、rreplacementorcompensation,askthemanufacturertoimproveQC,etc.60科学教育Unit6Quality1.Weareterriblysorryfortheinconveniencebroughttoyou.Wellreplacethemwithrightoneswithintwodaysatourexpense.2.Great!Whatsitthen?3.Goodmorning,Linda.Wevefoundthereasonforourwrongdeliveryofspeakers.4.Aha!Nowonderthespeakerswe

84、receivedwereofModelBW1104.5.OurShippingDept.mistookthemodelnumberBW1104forBM1104anddeliveredwrongproductstoyou.6.Thatsoundsgood.UnitQualitySpeaking23.Workinpairs.Reorganizethefollowingsentencesintotherightorderandrole-playtheconversationbetweenasalesrepresentativeandacustomerservicereceptionist.6325

85、4161科学教育Unit6QualityUnitQualitySpeaking24.Workinpairs.Supposeyouaretheownerofanonlineshop.Aregularcustomerboughtapairofsportsshoesfromyou,butreceivedapairwhichwasnotthesizehe/sheordered.Nowyouarecallinghim/hertoresolvetheproblem.Role-playtheconversationaccordingtothefollowingsteps.Greet.Apologizefor

86、theinconveniencecausedbytheproblem.Thankhim/herforchoosingyourproducts,offertoreplaceshoesandgivea10%discountonthenextpurchase.Offerhim/heraVIPcard.ShopOwnerCustomer62科学教育Unit6QualityUnitQualityFurtherListeningScript1.Whatdidthebrochurestate?2.Afterthetourguidedrovethemtothewaterfrontarea,whatdidthe

87、guidedo?3.Whatam“I”askingfor?Thebrochurestatethatwewouldseesomeofthemostinterestingsightsofthecity.Hesaidthattheycouldexploretheareaontheirown.Andhehadtoleaveforashorttimetoarrangefortheirlunch.“I”amaskingforacompleterefundofthepriceofthetour.63科学教育Unit6QualityUnitQualityFurtherWatchingScript1.Whydo

88、esthecustomerfeeldisappointed?2.Whatisthecustomercomplaining?3.Whatdidthehoteldotoapologize?Herbedismessyandtheair-conditionerisoutofwork.Shedidntseethequalityofthehotel.Theywillupgradehertoluxurysuitewithoutanyothercosts.64科学教育Unit6QualityFunTime!65科学教育Unit6QualityScript66科学教育Unit6QualityUnitQualit

89、yListening1/TASK1ACustomersComplaint(AttheGuruSupermarket,HelenSmithcomestotheCustomerServicedesk.)Susan:Goodmorning.HowcanIhelpyou?Helen:Goodmorning.Ihaveacomplaint.Susan:Imsorry.Pleasetellmeaboutit.Helen:Iboughttwo500mlbottlesofshampootogetherwithsomeothergoodsfromyoursupermarketyesterday.WhenIgot

90、home,Ifoundthebottleswerenotthesameweightbecauseonebottlecontainedlessthan500mlofshampoo.Susan:Really?Howodd.Hadthecapbeentamperedwith,doyouthink?Helen:No,thecapwasontightandtheneckwascleansoIdontthinkithadbeenopened.Susan:Erhaveyoubroughtthereceiptwithyou?67科学教育Unit6QualityUnitQualityListening1/TAS

91、K1ACustomersComplaintHelen:Yes.Hereyouare.Susan:Yes,hereitis:twobottlesofJoyceshampoo.Well,wevehadnoothercomplaintsanditisunusual.Itlltakeusawhiletolookintoitbecausewellhavetoreportbacktothemanufacturer.Butwelltrytocontactyouwithinaweek.MayIhaveyournameandtelephonenumber,please?Helen:Sure.ImHelenSmi

92、th.Andmyphonenumberis84791128.Susan: H-e-l-e-n,S-m-i-t-h.8-4-7-9-1-1-2-8.OK,Illcallyouthemomentwegetananswer.Helen: Thanks.Seeyoulater.Susan:Seeyou.68科学教育Unit6QualityUnitQualityListening1/TASK2ComplaintTransfer(Susan makes a call to the Sales & Marketing Department of TAF, Guangzhou, to inform them

93、of the complaint.)Jenny:Goodmorning.TAFSales&MarketingDepartment.Susan:Oh,goodmorning.ThisisSusanfromCustomerServicesattheGuruSupermarket.IdliketospeaktoJenny,please.Jenny:Jennyspeaking.WhatcanIdoforyou?Susan:Well,wevereceivedastrangecomplaintaboutabottleofJoyceshampoo.Acustomercomplainedthatoneofth

94、ebottlesofshampoosheboughtdidntcontainthecorrectamountofshampoo,soImcallingforyourhelp.Jenny:Howcomethatshappened?Youknow,wehaveagoodqualitycontrolsysteminplace.Joycehasaverygoodreputationandweveneverhadsuchacomplaintbefore.69科学教育Unit6QualityUnitQualityListening1/TASK2ComplaintTransferSusan: Sure,bu

95、twehavetoprovidesomeexplanationsastowhathashappened.Jenny:Youreright.Weshouldtakeeverycomplaintseriouslynomatterwhetherwearetoblameornot.Susan:IvepromisedthecustomerIdgetbacktoherwithinaweek.Jenny: IllarrangeforFrank,oursalesrepresentative,tolookintothematterassoonaspossible.Susan:PleasetellFranktoc

96、ontactmeifheneedsanydetails.Jenny:OK.IllalsoreportittoMr.Smith,ourSalesManager.Goodbye.Susan:Bye.70科学教育Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation(Frank arrives at the Customer Service desk at the Guru Supermarket.)Frank:Excuseme.IwanttoseeSusan.CanyoutellmewhereIcanfindher?Susan:ImSusa

97、n.AndIguessyoumustbeFrank,right?Frank:Yes,Iam.Jennyaskedmetoinvestigateacomplaintaboutourproduct.Susan: Pleasetakeaseat.Yesterday,acustomercametocomplainabouttheshortfillingofabottleofJoyceshampooshedboughthereandjustnowwereceivedanothercomplaint,exactlythesame.Frank:Wherearethetwobottlesofshampoo?S

98、usan: Heretheyare.Frank:Erthatsverystrange.Bothbottleshavethesameamountofshampoo.Susan:Yes,reallyveryodd.71科学教育Unit6QualityUnitQualityWatching1/TASK1FieldInvestigationFrank:BothofthemareofthesamemixandbatchnumberformulaS7,andbatchNo.1108001.Susan:Willthathelpyouidentifythecause?Frank:Yes.Fromthebatc

99、hnumberwecanfindoutwhenitwasproduced,sowecanfocusourattentiononthebatchproducedduringthatspecificperiodoftime.Susan: Isthatofanyhelp?Frank:Yes,itllhelpustonarrowdownwhichsectionoftheprocessistobeinspectedandsaveustime.Susan: Inthatcase,thesetwobottlesofshampooareveryusefulforyourinvestigation.Frank:

100、Exactly.Thankyou.Illtakethesedefectivesamplesbacktothecompany,ifyoudontmind,sowecangetonwithourinvestigation.Susan: Yes,thankyou.Pleasekeepmeinformed.Frank:Ofcourse,byefornow.72科学教育Unit6QualityUnitQualityWatching1/TASK2Corrective&PreventiveAction(Frank tells Susan which corrective and preventative a

101、ction the company will take to solve the problem raised by the complaint.)Frank:Susan,Idliketoupdateyouonwhatweredoingaboutthecomplaint.Susan:OK.Whatareyougoingtodothen?Frank:OurfirstcorrectiveactionistocarryoutafullinspectionofalltheJoyceshampooinyourstock.Ifanyotherbottlesofshampooarefoundshortoff

102、illing,theywillbereplacedimmediately.Susan:Whataboutthefees?Imeanthefeesfortheinspectors,returningthedefectiveshampooanddeliveringthegoodones.Frank: Wellbearallthecosts.Susan: Fine,thankyou.Frank:Asforthepreventiveaction,wellcarryoutafullinspectionofalltheshampooinourstock.73科学教育Unit6QualityUnitQual

103、ityWatching1/TASK2Corrective&PreventiveActionSusan:IguessbothyourProductionandQualityControlDepartmentswillhavetobeinvolved?Frank:Yes.Illgobacktoourcompanytonightwiththesetwodefectivesamples,andtheProductionDepartmentandtheQCDepartmentwillanalyzethem.Imsurethecausewillbediscoveredsoon.Susan:Hopeso.F

104、rank: CouldyoupleasecontactJennytoarrangefullinspectionofall theJoyceshampooinyoursupermarket?Susan:Certainly.Thankyou.Haveagoodtrip.Frank: Thankyouforyourcooperation!Illbebackassoonaspossible.Susan: OK.Ilookforwardtoseeingyou.74科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigation(A group d

105、iagnosis meeting of the problem is underway at TAF. Apart from Jenny, Frank and Bill, Dave, the Production Manager, Victor, the QC Supervisor and Hunter, Chief Technician are present.)Bill: Goodmorning,everybody.ThepurposeofthismeetingistodiagnoseaqualitycomplaintaboutourJoyceshampoo.Jenny:Pleasetel

106、lusaboutit.Jenny:OK.YesterdaymorningIgotacallfromCustomerServicesattheGuruSupermarket.AcustomerhadboughttwobottlesofJoyceshampoofromGuruandfoundthatonebottlewasshortoffilling.Dave:Shortfilling?Victor:Weveneverhadthiscomplaintbefore.Jenny: Frankwenttolookintothematterandreceivedasecondcomplaint.Hesbr

107、oughtthedefectivesamplesback.75科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigationFrank:Thesearethesamples,andtheyareofthesamemixandbatchnumber.Victor:IhavetosayourQCinspectorsonlycheckwhethertheshampoomeetsthespecificationsintheformulainstructions,sowehavenoideaaboutthisissue.Bill: QCinsp

108、ectorsonlygetinvolvedincompounding?Victor:Right.OurQCgrouponlyrunstestsonthecompounding.Iftheproductis“outofspec.”,wemakeanadjustment;ifits“tospec.”,wethinkitsuptograde.Bill:Youmeantherearenomorequalitychecksalongtherestoftheproductionline?Victor:Yes.Filling,capping,labelingandpackagingarealldonebym

109、achines.Butitlooksasifweshouldstartsamplingatthefillingstagefromnowon.76科学教育Unit6QualityUnitQualityListening2/TASK1CauseInvestigationBill: Yes,quite!Victor,pleasehaveyourpeopleconductafullinspectionofanyofthatbatchstillleftinthewarehouse.Dave,wouldyoupleaselookintothecausewiththesupportofHunter?Lets

110、meethereagainat2:00thisafternoon.77科学教育Unit6QualityUnitQualityListening2/TASK2CauseDiscovery(At 2:00 p.m., a second meeting is held with the same people present.)Bill:Goodafternoon,guys.Howarethingsgoing?Dave:Goodnews.Wevefoundthecauseandfixedtheproblemalready.Bill:Really?Hunter:Yes.Theproblemwaswit

111、honeofthepistonfillingheadsoftheshampoofiller.Victor:Whatwaswrong?Hunter:Thecomputerthatcontrolstheshampoofillerwasinfectedbyavirus,andthismadeonepistonfillingheadsuspendoperationforfivesecondseveryday.Dave:Youknow,undernormalcircumstances,ittakes50secondstofillabottle.Thesuspensionmeansthateachdayt

112、herewasonebottlewithone-tenthlessproduct.78科学教育Unit6QualityUnitQualityListening2/TASK2CauseDiscoveryBill:Igetit.Haveyoucorrectedtheprogram?Hunter:Yes.Andourtechnicianswillmonitortheprogramatfixedintervalsfromnowon.Victor:OurQCinspectorshavefoundfivebottlesshortoffillinginour stock.Jenny: Theyalsofou

113、ndthreemoreatGuru.Bill:Joyceisanewly-developedproductlaunchedlastyear,andithasbuiltaverygoodreputationsofar.IthinkweshouldlookintoourQCsystemsandseeifthereareanyotherpotentialproblems.Jenny:Iagree.However,findingthesolutionsoquicklythistimewillsurelysatisfyGuruandhopefully,itscustomers.GuruisourNo.1

114、distributorandwemustkeepthemhappy!Bill: Yes,letstalkaboutcompensationnow.79科学教育Unit6QualityUnitQualityWatching2/TASK1FeedbackandCorrection(Frank arrives at the Guru Supermarket to give Susan feedback.)Frank:Hi,Susan.Imback.Susan:Hi,Frank.Nicetoseeyouagain!Ivebeenlookingforwardtohearingfromyou.Frank:

115、Well,goodnews!Wevefoundthecause:therewassomething wrongwithoneoftheshampoo-fillingmachines.Susan:Idontunderstand.Youknow,Ivenoideaaboutshampooproduction.Frank: Well,theprocessgoesthroughsixmainsteps,thatis,compounding,QCcheck,filling,capping,labelingandpackaging.Theproblemoccurredinthefillingstep.Su

116、san: Really.Whatwasit?Frank: AftertheQCcheck,theshampooispumpedintoaholdingtank,thenfilledintothebottleontheproductionline.80科学教育Unit6QualityUnitQualityWatching2/TASK1FeedbackandCorrectionSusan: Theshampoo-fillingmachine?Frank:Yes.Whentheemptybottlesmovealongaconveyorbelttothe fillingcarouselwhichho

117、ldstheshampoo,theyarefilledwithshampoo.Susan:Howdidshortfillingoccurthen?Frank: Acomputerisusedtocontrolthefillingtimeandspeed.Andonecomputercontrollingthefillingmachinewasinfectedwithavirusandmadeonefillingheadsuspendoperationforfivesecondseveryday.Sothisiswhatledtotheshortfilling.Susan: Isee.Well,

118、itsgoodyouhavesolvedtheproblem.Illcontactmycustomersandletthemknow.81科学教育Unit6QualityUnitQualityWatching2/TASK2ComplaintSettling(Susan and Frank meet Helen and Shirley to settle the complaint.)Susan:Goodafternoon.Weresorryforalltheinconveniencethishasbroughtyou.ThisisFrank,themanufacturerssalesrepre

119、sentative.Frank:Howdoyoudo?Helen &Shirley:Howdoyoudo?Frank:Idontusuallygettomeetcustomers,butsincethisisaveryspecialcase,Iwanttomakesurethingsaresettledtoyourcompletesatisfaction.Helen:Well,Ialwaysbuyyourbrandsbecauseoftheirhighquality.WhenIfoundonebottlewasshort-filled,Iwassurprisedbutthoughttherem

120、usthavebeenafaultofsomesort.82科学教育Unit6QualityUnitQualityWatching2/TASK2ComplaintSettlingFrank: Youreabsolutelyright.Wewontrisklosingcustomersbydoingthisonpurpose!Actually,therewasatechnicalproblemwithour shampoo-fillingmachines,andnowwevefixedit.Ipromisethis wonthappenagaininfuture.Shirley: Imalsoa

121、faithfuluserofJoyceshampoo.Ilikeitsuniquefragrance.Frank: Whatwecandoisrefundyouthecostofthedefectivebottlesandoffereachofyouthreebottlesofshampooincompensation.Helen:Thatsgreat!Shirley:Thankyou!83科学教育Unit6QualityUnitQualityWatching2/TASK2ComplaintSettlingFrank: Andthankyouforchoosingourproductsandd

122、rawingourattentiontosuchaseriousmistake.Toshowourgratitude,wedliketoinviteyoubothtovisitourheadofficeinGuangzhouatourexpense.Helen:Wonderful!Shirley:Thatsverygenerousofyou.Frank: Pleaseletmeknowwhenwouldbeconvenientforyouboth84科学教育Unit6QualityUnitQualityFurtherListeningToWhomItMayConcern:Iamwritingr

123、egardingatourthatmywifeandItookwithyourcompanyonFebruary26,2006.Thebrochurestatedthatwewouldseesomeofthemostinterestingsightsofthecity.Sincewehadvisitedthecitybefore,welookedforwardtoseeingsomenewattractions.OnthemorningofFebruary26,ourtourguidepickedusupinasmallvan.ItdidnotlooklikeanytourbusIhadeve

124、rseen.Ourtourguidedroveustothewaterfrontareaandsaidthatwecouldexploretheareaonourown.Thetourguidesaidthathehadtoleaveforashorttimetoarrangeforourlunch.Bythetimethetourguidecameback,threehourshadgoneby!Iwasveryangryandconfrontedhim.ItoldhimthatthiswastheworsttourIhadeverbeenon.Iamaskingforacompletere

125、fundofthepriceofthetour.Pleasesendachecktotheaddressabovefor$150.00atyourearliestconvenienceIhaveenclosedacopyofthereceiptforthetour.Sincerely,KayneEastScriptbyDr.LucyTse85科学教育Unit6QualityUnitQualityFurtherWatchingA:Goodmorning,MissPeng,IsthereanythingIcandoforyou?B:Whatswrongwithyourhotel?A:Imsosor

126、ry.Couldyoutellmewhatsgoingon?B:ImreallydisappointedthatIdidntseethequalityofyourhotel.Mybedismessy.Doyoureallyhaveahousekeepingdepartment?A:Imsosorry,wewillaskhousekeepingcometocleanitupimmediately.Itsroom803,right?B:Yes,andthereisonemorethingthatImnotsatisfied.Theweatherissohot.Buttheairconditione

127、risoutofwork.Icantstanditanymore.A: Weapologizefortheinconvenience.Iwillsendamaintenanceworkertocheckitrightaway.Forourdeeplyapologize,Wedliketoupgradeyoutoluxurysuitewithoutanyothercosts.B:Fine.Ihopethiskindofsituationwillnothappenagain.Wepromise.Thanksforyourcalling.86科学教育Unit6QualityThankyou!87科学教育