资源简介

(共15张PPT)
Unit 16 Service Consciousness
Teaching Plan: 6 Periods
Teaching objectives:
To know the basic knowledge and major characteristics of service
To get to raise the awareness of service
To master English forms and vocabulary commonly used Service
To cultivate main abilities to meet foreign guests and professional competence
教学时数：6学时
教学目标：
掌握有关旅游服务意识的基本知识及其主要特点
了解旅游服务与旅游产品的关系
掌握在旅游服务中常用的英语表达形式及词汇
培养主要旅游活动的涉外接待能力和相应的职业素养
Unit 16
Teaching Steps
Step 1: Warming up
Step 2: Dialogues
Step 3 Sample Dialogue
Step 4: Text
Step 5: Grammar
Step 6: Writing
Unit 16
Step 1: Warming up
Match the picture and the description, and talk about the pictures with your partner.
SC
CZ
MU
CA
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Step 2 Dialogues :Useful expressions
Please take me to the hospital.
Could you make an appointment for me
What are your symptoms
How is your appetite
Here is my prescription.
Let me give the patients injection first.
Thank you for coming to meet us.
Your luggage will be delivered to your rooms in the hotel.
May I help you with your suitcase
I expect you’d like to have good rest after such a long trip.
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Step 3: Sample Dialogue A
Meal Quality problem
A: Tour leader B: local guide
A: Amy, my group members complained a lot about the quality of the meals they had in this Chinese restaurant.
B: What’s the problem
A: Firstly, the food is not enough for them to eat.
B: I’m sorry to hear that.
A: According to the contract, your agency has the responsibility to meet our needs. We are not demanding. We just want to have enough food. Could you try your best to solve the problem
B: That seems to be a hard nut to crack. But anyway, let me have a talk with the restaurant manager first. I’ll try to persuade the manager to improve the meal quality and solve all these problems.
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Step 3:
Dialogue B Accompanying tourists to the hospital
A: Doctor B: Tour leader
A: Good afternoon, sir. What’s wrong with you
B: Good afternoon, doctor. One of our tourists doesn’t feel very well.
A: What are his symptoms
B: He feels cold and has a sore throat and headache.
A: Ok. Let’s take it now. Tell him to open his mouth.
Well, he’s definitely got the flu. There’s a lot of it going around. I’ll write him a prescription. Take it to the pharmacy. They’ll give him the pills that he should take. He’d better go straight to bed and keep staying in the room for at least two days.
B: Thank you doctor.
A: You’re welcome.
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Step 4: Text
Main points of the text:
The world travel industry is alive, exciting and challenging.
The purpose of a business is to create and maintain satisfied, profitable customers.
Customer satisfaction depends on a product’s perceived performance in delivering value relative to a buyer’s expectations.
Customer delight creates an emotional tie to a product or service and makes repeat purchases, remaining customers longer, and being favorably to others about the company and its products.
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Stpe 4 Text
Analysis of the Text:
The world travel industry is alive, exciting and challenging.
adj. 挑战的；引起挑战性兴趣的
I think this is as good list so let's go and think about what might be a little bit more challenging.
我想上面这些都是很好的例子,接下来我们思考一些更有挑战的问题
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Analysis of the Text :
The purpose of a business is to create and maintain satisfied, profitable customers.
Profitable: adj. 有利可图的；赚钱的；有益的
You move out to someplace that nobody bothered to farm before, because it wasn't profitable enough, because you need more land.
你搬到一块以前没人耕作过的土地上,因为它并不是那么有利可图,但是你需要更多的土地
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Analysis of the Text:
It is wise to assess the customer’s long-term value and take appropriate actions to ensure a customer’s long-term support.
Assess: vt. 评定；估价
e.g. This was actually a really smart guy because he was selfless and could objectively assess what he was really capable of doing at that moment in time.
他真得很聪明，因为,他很无私，并且能够客观地评价自己的能力,自己在那个时候能做什么。
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I. Exercises: Answer the following questions
1) Give a brief introduction of the world travel industry.
2) What is the purpose of a business
3) What will happen if the customers’ needs are met
4) What do you think of Morriott’s vice president of sales and marketing services
5) How do people satisfy their needs and wants
6) What does customer satisfaction depend on
II Give a summary of Text A with the help of the answers of Exercise 1.
Writing an essay by putting together the answers to the questions in Exercise I, using such joining words like because, and, but and so on.
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Step 6 Writing
The following is a travel guide of the Forbidden City .
The Forbidden City was the Chinese imperial palace from the Ming Dynasty to the end of the Qing Dynasty . It is located in the middle of Beijing, China, and now houses the Palace Museum. For almost 500 years, it served as the home of emperors and their households, as well as the ceremonial and political center of Chinese government. Built in 1406 to 1420, the complex consists of 980 buildings and covers 720,000 m2. The palace complex exemplifies traditional Chinese palatial architecture, and has influenced cultural and architectural developments in East Asia and elsewhere. The Forbidden City was declared a World Heritage Site in 1987, and is listed by UNESO as the largest collection of preserved ancient wooden structures in the world.
Translation
旅游咨询师从事为旅游企业、旅游团队或个人提供旅游咨询及相关服务 ，是专业化、复合型的现代旅游中高级管理人才。既是高端客人的旅行顾问（为客户提供旅行解决方案，帮助预定旅行线路、游客维权，旅游健康、旅游理财咨询，开发维护高端客户等），又是旅游企业的经营管理顾问（为企业经营管理提供人力资源、市场营销、财务管理、旅游策划规划等方面的解决方案）。在国外，旅游咨询已相当成熟。 旅游咨询师培训的概念源自欧美发达国家，在美国、法国、比利时、瑞士等国，旅游咨询师培训已经逐步替代导游，对于我国，旅游咨询师培训应该是从洗牌旅游行业的方向在改变人生。
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Answer to translation for reference
Travel consultants are high ranking managers in a modern, specialized , and compound travel agency engaging in travel consultation and related service for travel industry, travel group and individual. They are working both for the high-ranking clients and travel industries. This job is quite popular at abroad which concept originates from Europe and America, such as US, France, Belgium, Switzerland etc. Travel consultants gradually take place of tour guide. As for China, travel consultant training will offer a bright career path for travel agents
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