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Unit 14 Dealing with Complaints Period 3

Vocational Education Hotel English. Unit 14 Dealing with Complaints Period 3. Content. Role Play 3. Dialogue 3. Listening 3. Words and Expressnions. Warm-up. 1. Read and recite Dialogue 2 . 2. Lead in:

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Unit 14 Dealing with Complaints Period 3

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  1. Vocational Education Hotel English Unit 14 Dealing with ComplaintsPeriod 3

  2. Content Role Play 3 Dialogue 3 Listening 3 Words and Expressnions

  3. Warm-up 1. Read and recite Dialogue 2 . 2. Lead in: Talk about the pictures: a room with one bed, a light in a room, 3 persons covered with heavy quilts, “NOISE”. 3. Brain- storm : Words and expressions on page 118 .

  4. Listening • Listening 3 • Listen and number the pictures.

  5. Words and Expressions • apology [ə'pɒlədʒɪ] v. 道歉 • awfully [ˈɔ:fli] adv. 非常，很 • manage['mænɪdʒ] v处理 • misunderstanding [ˌmɪsʌndəˈstændɪŋ] n. 误会 • noisy ['nɔɪzɪ] adj. 嘈杂的；

  6. Presentation • Lead-in by asking the question: • What’s the number of the guest’s room that he will live in?

  7. Dialogue 3 Handling Complaints R=Receptionist, G=Guest • R: What can I do for you, sir? • G: I’m afraid there may be a misunderstanding. I reserved a non-smoking room, but this isn’t a non-smoking one. • R: I’m awfully sorry, sir. We’ll manage to change a room for you. What is your room number, sir?

  8. G: Room 1004. R: Room 813 is non-smoking. It’ll be ready in 20minutes. G: All right. R: Apology to you once again, sir. If there is anything more you need, please let us know.

  9. Sentence Translation • What can I do for you, sir? • 先生，我能为您做什么吗？ • I’m afraid there may be a misunderstanding. • 恐怕你们给我订错了房间。 • I’m awfully sorry, sir. We’ll manage to change a room for you. • 非常抱歉，先生。我们立刻为您换一个房间。 • Apology to you once again, sir. • 先生，再次向您表示歉意。

  10. Role Play 3 • A: I reserved a room with a view of the sea/a double bed, but this one is wrong. • B: I’m awfully sorry, sir. We’ll manage to change a room for you. What is your room number, sir? • A: Room 619/1103. • B: Room 602 has a view of the sea/1120 has a double bed. It’ll be ready in 20/30 minutes. • A: All right. • B: Apology to you once again, sir.

  11. Summary & Homework • Recite Dialogue 3 in Unit 14 and try to write a new one. • Copy new words and expressions.

  12. Thank you for your cooperation!

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