unit 6 dealing with emergencies at hotel

Unit6DealingwithEmergencies.ContentsUnitGoalsLead-inListening&SpeakingReading&WritingLanguageinUseUnitTaskExtendedActivitiesFunTimeUnitGoalsLearnersshouldbeableto❖understandwhattodofirstwhenfacingdifferentemergencies❖offerhelpduringtheemergency❖readabouthowtodealwithemergencies❖writeabouthowtodealwithanurgentsituationWhatisemergency?Emergencymeansaseriousordangerouseventorsituationwhichneedsimmediateactiontodealwithit.EmergencyNumbersinChinaWhotocallandwhattosayinanemergency…Lead-inWhatarethesepeopledoing?Aladyhas__________andsheislookingforhelpattheLostandFoundsection.Aguestisillinahotelroom.Sheis__________inbed.takingcareoflostabooklyingworkingproperlymakingacallonfire12lostabooklyingLead-inWhatarethesepeopledoing?Anurseis____________apatientinanemergencyroom.Theelevatorintherestaurantisnot_________________.Peoplearepressingtheemergencybutton.takingcareoflostabooklyingworkingproperlymakingacallonfire34takingcareofworkingproperlyLead-inWhatarethesepeopledoing?Thehotelroomis_________.Theyarerunningaway.Atourguideis___________foradoctor.takingcareoflostabooklyingworkingproperlymakingacallonfire56onfiremakingacallListening&SpeakingPartIPartIIWordsandExpressionsPartIListening1Dialogue1RolePlayListening1Whathaseachguestlost?Tickintheboxesthethingsyouhear.ScriptCustomer1□carkey□handbag□passport□ticketCustomer2□wallet□money□purse□bookCustomer□computer□cellphone□mp3player□camera3Script1.A:WhatcanIdoforyou,sir?B:Ilostthekeytomycarjustnow.2.A:Mypurseismissing.B:Don’tworry,Miss.Doyouhaveanythingimportantinit?3.A:Mycameraislost.B:Couldyoutellmesomethingaboutit?LostandFound(AladyisattheLostandFoundinadepartmentstore.)Customer:Mycellphoneismissing.Clerk:Don’tworry,Madam.Couldyougivemesomedetailsaboutit?Customer:It’saNokiaN97,ablackone.Clerk:Whenandwheredidyoulastuseit?Customer:I’mnotsurewhen.ButI’mcertainIansweredmymother’scallintheladies’shoesdepartment.Clerk:Pleasewaitasecond,Madam.Letmephonetheladies’shoesdepartment.(Amomentlater.)Clerk:Goodnews,Madam.They’vefoundit.Itwillbesenthereinamoment.Customer:Thankyouverymuch.Dialogue1LostandFound(AladyisattheLostandFoundinadepartmentstore.)Customer:我的手机丢了。Clerk:别担心，女士。你能给我说说它的细节吗？Customer:是NokiaN97,一台黑色的.Clerk:你上次用它是什么时候在什么地方？Customer:我不确定什么时候。但我确定实在女鞋部我接了我母亲的电话。Clerk:请等等，女士。让我给女鞋部打个电话。(Amomentlater.)Clerk:好消息，女士。他们找到了。手机一会儿会送到这里。Customer:非常感谢。Dialogue1RolePlayPracticethedialoguebyusingthepicturesbelowandseeifyoucansaymore.ablacklaptopintherestaurantofthehotelaleatherpurseRolePlayPracticethedialoguebyusingthepicturesbelowandseeifyoucansaymore.intheclothesdepartmentahandbaginthelobbyRolePlayPracticethedialoguebyusingthepicturesbelowandseeifyoucansaymore.Task5.yournewipadlostinataxi.Task3.ahandbaglostinthelobbyTask1.ablacklaptoplostintherestaurantofthehotelTask2.aleatherpurselostintheclothesdepartmentTask4.anewpairofsunglasseslostinKFCPartIIListening2Dialogue2RolePlayListening2Listenandnumberthepictures.ScriptABCD()()()()12341.A:Waiter,theplateisbroken.I’mreallysorry.B:Nevermind,sir.I’llcleanituprightaway.2.A:Frontdesk,canIhelpyou?B:I’veastomachache.A:I’llcallinadoctorforyou,Madam.3.A:Nurse,thismanhadanaccident.B:Pleasesendhimtotheemergencyroom.4.A:Yourstorehastoomanyproblems.B:I’msorry.Iwouldliketoheardetailsaboutit.ScriptAnAccidentinaRestaurant(Acustomerhasjustbrokenacup.)Customer:Waiter,I’msorrybutI’vebrokenthiscup.Waiter:Nevermind.I’llattendtoitimmediately.Sir,you’veinjuredyourfinger.Customer:It’sonlyasmallcut.Waiter:Takeiteasy.I’llfetchaplasterforyou.(Thewaitercomesbackinawhile.)Waiter:Sir,letmehelpyou.Customer:Thankyouverymuch.Waiter:Youaremostwelcome.Dialogue2AnAccidentinaRestaurant(Acustomerhasjustbrokenacup.)Customer:服务员，很抱歉我把杯子打烂了。Waiter:不要紧，我会马上来处理。先生，你的手指划破了。Customer:只是个小口子。Waiter:别担心，我给您那创可贴来。(Thewaitercomesbackinawhile.)Waiter:先生，让我帮你。Customer:非常感谢。Waiter:不用谢Dialogue2RolePlayA:Waiter,I’vebrokenthe__________.I’msorry.B:Nevermind.I’llattendtoimmediately.Sir,you’veinjuredyour__________.A:It’sonlyasmallcut.B:Takeiteasy.I’ll__________foryou.Practicethedialogueaccordingtothesituationsbelowandseeifyoucansaymore.plateplatehandgetaplasterRolePlayA:Waiter,I’vebrokenthe__________.I’msorry.B:Nevermind.I’llattendtoimmediately.Sir,you’veinjuredyour__________.A:It’sonlyasmallcut.B:Takeiteasy.I’ll__________foryou.Practicethedialogueaccordingtothesituationsbelowandseeifyoucansaymore.armcallinadoctorglassWordsandExpressions1lost/lɒst/adj.丢失的wallet/5wɒlIt/n.钱夹；皮夹purse/pɜ:s/n.钱包；女士小提包missing/5mIsIN/adj.丢失的worry/5wQrI/v.担心camera/5kAmErE/n.相机clerk/klB:k/n.店员detail/5di:teIl/n.细节WordsandExpressionsWordsandExpressions2WordsandExpressionscertain/5sɜ:tn/adj.肯定的once/wQns/adv.一次；曾经plate/pleIt/n.盘子broken/5brEukEn/adj.破碎的away/E5weI/adv.远处；离开front/frQnt/adj.前面的stomachache/5stQmEkeIk/n.胃痛；肚子疼WordsandExpressions2WordsandExpressionsaccident/5AksIdnt/n.事故；车祸send/send/v.送；派emergency/I5mɜ:dVEnsI/n.紧急情况problem/5prɒblEm/n.问题immediately/I5mi:dIEtlI/adv.马上，立即injure/5IndVE/v.伤害finger/5fIN^E/n.手指cut/kQt/n.伤口WordsandExpressions2WordsandExpressionsfetch/fetF/v.取来plaster/5plB:stE/n.护创胶布；创可贴atonce马上，立即cleanup清理，打扫rightaway马上，立即emergencyroom急诊室attendto处理takeiteasy别紧张inawhile一会儿Reading&WritingReadingWritingReadingPre-readingActivityTextWordsandExpressionsMatchandChooseShort-answerQuestionshasbrokenin.isill.isonfire.isoff.Pre-readingActivityWhataretheemergencies?Lookandmatch.ThehotelThepowerThemanThethief1234TextDealingwithEmergencieshefollowingemergencieshappenquiteofteninserviceindustries:loss,theft,fire,foodpoisoning,accident,complaint,etc.Itisimportanttodealwithemergenciesinacorrectwaybecauseitwillhelptokeepagoodcompanyimage.Whenyoudealwithemergencies,aquickresponsewillsatisfycustomers.Whatismore,youneedtolookintothesituationandlistentothecustomer’sopinionscarefully.Also,youneedtotrytosolveproblemsindifferentwaysfordifferentsituations.Donotforgetthatstayingcalmandtakingquickandeffectiveactionsarethekeytohandlingemergencies.TWordsandExpressions4WordsandExpressionspower/5pauE/n.电力fire/faIE/n.火灾thief/Wi:f/n.小偷following/5fɒlEuIN/adj.下述的quite/kwaIt/adv.十分地；相当industry/5IndEstrI/n.工业；某一行业loss/lɒs/n.遗失WordsandExpressions5theft/Weft/n.盗窃poisoning/5pɒIzEnIN/n.中毒complaint/kEm5pleInt/n.投诉；抱怨correct/kE5rekt/adj.正确的image/5ImIdV/n.形象response/rIs5pɒns/n.反应；答复situation/7sItju5eIFn/n.情况opinion/E5pInjEn/n.观点WordsandExpressionsWordsandExpressions5solve/sɒlv/v.解决calm/kB:m/adj.镇定的effective/I5fektIv/adj.有效的action/5AkFn/n.行动handle/5hAndl/v.应对；处理serviceindustry服务业keepone’simage保持⋯的形象lookinto调查takeactions采取行动WordsandExpressionsA.Whenyou_________________,themostimportantthingistokeepcalm.B.______________isanemergencythatsometimestakesplaceinhotels.C.To______________,onemustknowclearlyaboutthesituation.D.Beingfriendlyandhelpfulwill________________.E.Ifyouwantto__________agood__________,behonestwithothers.MatchandChooseMatchthephrasesandchooseyouranswers.foodsolvehandlesatisfykeepimagepoisoningproblemscustomersemergencies1.2.3.4.5.handleemergenciesFoodpoisoningsolveproblemssatisfycustomerskeepimage1.Whataretheemergenciesthathappenquiteofteninserviceindustries?_______________________________________________________________2.Whyisitimportanttodealwithemergenciesinacorrectway?_______________________________________________________________3.Whatwillsatisfyacustomer?_______________________________________________________________4.Whatisthekeytohandlingemergencies?_______________________________________________________________Short-answerQuestionsAfterreadingthetext,giveshortanswerstothefollowingquestions.Loss,theft,fire,foodpoisoning,accident,complaint,etc.Becauseitwillhelptokeepagoodcompanyimage.Quickresponsetotheemergencies.Stayingcalmandtakingquickandeffectiveactions.WritingWriteoutapassageaccordingtothefollowingpictures.1234keepcalmlookintothesituationgivesomemedicinetoguestsend...tothehospitalWritingFoodpoisoningsometimesmaytakeplaceinahotel.Iwoulddealwiththeemergencyinthisway.First,Ishould__________and_________________.Then,Iwouldcallinadoctorand____________________________.Ifthemedicinedoesnothelp,Iwould__________________________.keepcalmlookintothesituationgivesomemedicinetotheguestsendhimtothehospitalLanguageinUsePartI.SpellPartII.ListenPartIII.SpeakPartIV.ReadPartV.WriteProblemSolvingCultureTipsPartI.SpellSpelloutthemissingwords.Thefirstletterofeachwordisalreadygiven.1Imadeane________callto911whentheroomwasonfire.2ThejobinL___andFoundisveryhelpful.3Lilytoldmesomed______aboutherjob.4Iwasi______inacaraccident.mergencyostetailsnjuredPartI.SpellSpelloutthemissingwords.Thefirstletterofthewordsisalreadygiven.5Themanagerisattendingtoacustomer’sc________.6Quickresponsetoanemergencywillhelpkeepagoodcompanyi____.7Theguardislookingintoanurgents________.8We’llcallyouassoonaswesolvethep______.omplaintmageituationroblemPartII.ListenListenandchoosethecorrectanswers.Script1)Wheredidthedialoguetakeplace?abPartII.ListenListenandchoosethecorrectanswers.Script2)Whatwasmissing?abPartII.ListenListenandchoosethecorrectanswers.Script3)Wherewasitfound?abPartII.ListenListenandchoosethecorrectanswers.Script4)Whofoundit?abScriptGuest:Mywatchwasstolen.Howcanthathappenina5-starhotel?Manager:I’msorrytohearthat.Wouldyoumindtellingmewhathappened?Guest:Ihadabaththismorningandputmywatchonthedesk.ButnowIcan’tfindit.Manager:Didyougoanywhereelseafterthebath?Guest:Yes,Idrankcoffeewithafriendinthecoffeebar.Manager:I’llsendsomeonetolookforitagaininyourroom.Besides,I’llmakeaphonecalltothecoffeebar.(Afewminuteslater.)Manager:Madam,oneofthewaitersinthecoffeebarfounditunderatable.Guest:Oh,that’sgreat.Thankyouforyourhelp.PartIII.SpeakSpeakout.Inpairs,practicethedialoguebyusingthepicturesbelow.Seeifyoucansaymore.A:My_________________wasmissing.Howcanthathappenina5-starhotel?B:I’msorrytohearthat.Wouldyoumindtellingmewhathappened?A:Iputit__________.ButnowIcan’tfindit.B:Didyougoanywhereelse?A:Yes,Iwenttothe___________.B:Don’tworry.I’lldealwithit.necklacefitnesscenterringswimmingpoolnecklaceonfitnesscenter1)Theguestwenttothecoffeebarwithafriend.2)Aguestcomplainedtothemanagerthatherwatchhadbeenstolen.3)Theguesttookoffthewatchandputitonthedesk,andtookabath.4)Thewaiterinthecoffeebarfoundthewatchunderatable.PartIV.ReadReadthestatementsbelowandtrytomatchthemwiththepictures.abcdPartV.WriteWriteoutthemissingwordstocompletethestory.Oneday,aguestmadea__________tothemanager.Shesaidherwatchhadbeen__________bysomeoneinthehotel.Themanageraskedhertogivehimmore__________aboutthesituation.Theguestsaidsheputitonadeskbeforeshetookabath.Afterthebathshewenttothecoffee__________withafriend.Whenshecameback,shecouldnotfindherwatch.Awaiterinthecoffeebarfoundthewatchunderatable.Thewatchwassenttothemanager’sofficeandreturnedtotheguest.complaintstolendetailsbarProblemSolvingPart1Part2Part1FillintheLostPropertyReport(Alicelostherdigitalcameraandshewenttothehotel’sLostandFoundoffice.)Alice:Ican’tfindmydigitalcamera.Clerk:Whenandwheredidyoulastuseit?Alice:Irememberitwasatthehotellobbyyesterday.Clerk:Couldyougivemoredetailsaboutthecameraplease?Alice:It’sanewsilverSonyT700camera.It’sworth2500yuan.Clerk:OK,Madam.Pleasetellmeyournameandroomnumber.Alice:I’mAliceBrown.I’mstayingatRoom1022.Clerk:Thankyou,Madam.We’llcontactyouassoonasthecameraisfound.Part1LostandFoundRequestFormAllfieldswithan(*)arerequiredfields.FirstName(*)_________________________LastName(*)_________________________StreetAddress_________________________City_________________________Province_________________________ZipCode_________________________DateofVisittothePlace(*)_________________________PhoneNo.(*)_________________________AliceBrownNov14th,2009418-694-0106(Room1024)Part1Fax_________________________Email_________________________DescriptionofItemLostorFound?○Lost○FoundItemType_________________________ItemMake,ModelorBrand_________________________ColorofItem_________________________LengthofItem_________________________BindingInformation_________________________●AdigitalcameralSonyT700SilverPart1ItemDescriptionDistinctiveFeatures/MarksPart2CanyouhelpMrSmithout?MrSmithwassounluckythathemetwiththreeemergenciesinoneday.Canyouhelphimout?Choosethecorrectsolutions.A.We’llattendtoitrightawayB.I’llcallinadoctorforyouimmediatelyC.I’llcleanitupConversation1MrSmith:Waiter,I’mverysorrybutI’vebrokenthecup.I:It’sallright.__________________________.CPart2CanyouhelpMrSmithout?MrSmithwassounluckythathemetwiththreeemergenciesinoneday.Canyouhelphimout?Choosethecorrectsolutions.A.We’llattendtoitrightawayB.I’llcallinadoctorforyouimmediatelyC.I’llcleanitupConversation2MrSmith:Yourhotelmusthaveservedsomebadfood.I’vegotaverybadstomachache.I:Thisisquiteserious.__________________.BPart2CanyouhelpMrSmithout?MrSmithwassounluckythathemetwiththreeemergenciesinoneday.Canyouhelphimout?Choosethecorrectsolutions.A.We’llattendtoitrightawayB.I’llcallinadoctorforyouimmediatelyC.I’llcleanitupConversation3MrSmith:Thepowerisoffinmyroom.Ican’tdoanything.I:I’mreallysorryforthat.______________________.ACultureTips三星级酒店为旅游饭店中中等档次的酒店。根据星的数量和颜色可区分旅游饭店的等级。星级分为五个等级，即一星级、二星级、三星级、四星级、五星级(含白金五星级)。最低为一星级，最高为白金五星级。星级越高，表示旅游饭店的档次越高。三星级酒店(3-starhotel)失物招领处(LostandFound)一般设置在公园、酒店、商场、机场等公共场所。UnitTaskWhatshouldIdo?Therearealwayssomeemergencieshappeninginahotel.Workwithyourgroupmemberstofindwaystodealwithdifferentemergencies.1.Brainstormwithyourgroupmemberssomeemergenciesthatmighttakeplaceinahotel.Thenwritedownthethreemostfrequentemergencies.(1)Acustomerhasfoodpoisoning.(2)_____________________________________(3)_____________________________________(4)_____________________________________UnitTask2.Discussandwritethepossiblewaystodealwiththeemergencies.ExtendedActivitiesPartAPartBPartC1.Whenhandlingemergenciesa.youknowhowhefeels.2.Takenotesofb.theproblem.3.Showthecustomerc.don’tgetangry.4.Whenyouareimpolited.introduceyourself.5.Whenyoudealwithtroublesomecustomerse.saysorry.PartAListenandmatch.ScriptScriptCustomerServiceRepresentativeWhendealingwithemergencies,introduceyourself.Listencarefullyandtakenotesaboutwhattheproblemis.Showthecustomeryouknowhowhefeels.Saysorryifyoufindyourselfgettingimpolite.Whendealingwithtroublesomecustomers,don’tgetangry.PartBReadanddecidetherightwaystodealwithemergencies.Matchthemwiththerightpictures.()()a.Listencarefullyandpatiently.b.Getangryifyouarenothappywiththecustomer.c.Introduceyourselfbeforedealingwithemergencies.d.Showthatyoureallycare.e.Saysorryifyoufindyourselfbeingimpolite.f.Takesomenotes.12c√d√PartBReadanddecidetherightwaystodealwithemergencies.Matchthemwiththerightpictures.()()a.Listencarefullyandpatiently.b.Getangryifyouarenothappywiththecustomer.c.Introduceyourselfbeforedealingwithemergencies.d.Showthatyoureallycare.e.Saysorryifyoufindyourselfbeingimpolite.f.Takesomenotes.34b×f√PartBReadanddecidetherightwaystodealwithemergencies.Matchthemwiththerightpictures.()()a.Listencarefullyandpatiently.b.Getangryifyouarenothappywiththecustomer.c.Introduceyourselfbeforedealingwithemergencies.d.Showthatyoureallycare.e.Saysorryifyoufindyourselfbeingimpolite.f.Takesomenotes.56e√a√PartCWritedownthemissinginformationtosumupthecustomerservicerules.Thosewhoservecustomersneedtolearncustomers’__________.Whendealingwiththem,theserverneedstobe__________andshowhis__________.It’samustfortheservernottoget__________beforethecustomer.Iftheserverfindshimselfbeing_________,heshouldsaysorry.Question:Whatelsedoyouneedtodointimeofemergency?problemspatientcareangry1.ShowcustomersthewaytotheEmergencyExitifthehotelisonfire.2.Callforanambulancewhenanoldcustomerfaintssuddenlyduetoheartattack.3.Ifacustomerfallsdownthestairsandbreakshisleg,sendhimtohospitalassoonaspossible.impolitePartCShowcustomersthewaytotheEmergencyExitifthehotelisonfire.2.Callforanambulancewhenanoldcustomerfaintssuddenlyduetoheartattack.3.Ifacustomerfallsdownthestairsandbreakshisleg,sendhimtohospitalassoonaspossible.Iwoulddothesamething.AndIthinkthewaiterinthisstorywasverysmart.FunTimeThePatientWaiterAcustomerwasbotheringthewaiterinarestaurant.First,heaskedthewaitertoturnuptheairconditionerbecausehewastoocold,thenheaskedthewaitertoturnitdownbecausehewastoohot,andsoonforabouthalfanhour.Amazingly,thewaiterwasverypatient;hewalkedbackandforthandneveroncegotangry.Sofinally,asecondcustomeraskedhimwhyhedidnotgetangry.“Oh,Ireallydon’tmind,”saidthewaiterwithasmile.“Wedonotevenhaveanairconditioner.”Question:Ifyouwerethiswaiter,whatwouldyoudo?YesterdayTomhadanaccidentinthehotel.Hehadabadfallandinjuredhisankle.Hemadeacalltothefrontdeskatonceandaskedforhelp.Themangerlookedintothesituationandcalledinadoctor.ThedoctorsentTomtotheemergencyroomaftercheckinghisinjury.Nowhe’sOKandistakencareofbyhisfamily.