大学英语Unit 6 Celebrate Festivals And Holidays

Objectives:Aftercompletingthisunit,youwillbeableto:KnowsomewesternandChinesefestivalsandholidays.2.Makeaholidayplanandtalkaboutholidaytravels.3.Give,acceptandrefuseinvitations.Partone.Warming-upModule 1.WatchandGuessFromthesepictures,canyouguesswhatfestivalstheyare? It’s________.It’s___________.It’s____________.It’s__________.TIPS:SpringFestival,Valentine’sDay,Mid-autumnDay,ChristmasChristmasSpringFestivalValentine’sDayMid-autumnDayCanyoulistmorefestivals?NewYear’sDay新年InternationalWomen’sDay妇女节Fool’sDay愚人节Tomb-sweepingFestival清明节LaborDay劳动节YouthDay青年节DragonBoatFestival端午节Children’sDay儿童节Teacher’sDay教师节ArmyDay建军节NationalDay国庆节Halloween万圣节Thanks-givingDay感恩节Listentothedescriptionsandmatchthemwiththecorrespondingpictures. 12342.ListenandMatchDescription1.-----------Picture()Apublicorreligiousoccasionthatincludesaseriesofformalortraditionalactionsaboutmarriage.1 1234Description2.-----------Picture()December25,celebratedbyChristiansasthedaythatJesusChristwasborn.4 1234Description3.-----------Picture()Thedayineachyearwhichisthesamedateastheoneonwhichyouwereborn.2 1234Description4.-----------Picture()Theactofreceivingadiplomaordegreeafterfinishingacourseofstudyataschoolsuchashighschool,college,oruniversity.3 1234Notes:圣诞节(Christmas或CristoMessa)圣诞节是一个宗教节,为每年12月25日，是基督徒庆祝耶稣基督诞生的庆祝日，因而又名耶诞节。这一天，世界上所有的基督教会都举行特别的礼拜仪式。大部分的天主教教堂都会先在12月24日的圣诞夜至12月25日凌晨举行子夜弥撒(Messa)，而一些基督教会则会举行报佳音，然后在12月25日庆祝圣诞节；而基督教的另一大分支——东正教的圣诞节庆祝则在每年的1月7日。Parttwo.PracticeModule Task1.Canyoutalkaboutyourfavoritecelebrationorholiday?Situation1:Jane,KateandPeterarefromdifferentcountries.Nowtheyaretalkingabouttheirfavoritecelebrations.1.ListenandTickListentotheconversation,andtickthecorrectanswer.Question:WhichholidaydoesKatelike?()()Script√2.ListenandChooseListentotheconversationagain,andchoosethebestanswer.1.WhatisJane’sfavoritecelebrationorholiday?A.ChristmasB.Children’sDayC.NewYear’sDayD.Thanks-givingDay2.WhatdoAmericansdoonThanks-givingDay?A.Familiesgettogether.B.Familieshaveabigdinner.C.Peoplethinkalotandreflectaboutthethingsyouarethankfulfor.D.Allabove.Script3.WhydoesKatelikeNewYear’sDay?A.Becauseshecanenjoyalotofdeliciousfood.B.Becauseshecanplaywithherfriends.C.Becauseshecangetalotofmoneyinaprettyredenvelop.D.Becauseshecanstaywithherfamilies.4.WhatdopeopledoontheDayofTradition?A.Peopleoftenhavebarbecues,singanddancetocelebrateit.B.Peopleoftenhavedinnertogether.C.Peopleoftenstayathome.D.Notmentioned.ScriptNotes:1.Otoshidama（源自于日语）压岁钱2.gaucho[ˈɡautʃəu]南美牛仔3.Americanpartyetiquette:Atainformal,bigpartyamongyoungpeople,it’sallowedforgueststobringtheirfriendstoattend.Theguestswillbearrivingtheplacepunctuallybecause15~30minsafterthetimethepartyshouldbegin.Tobepolitetothehostandotherguests,youcouldleavewhenotherguestsleaveforhome.4.Thanks-givingDay:ItissaidthatitisstartedbytheearlysettlerstoAmericansforhavinghelpedandsurvivedatoughyear.ItisonthefourthThursdayinNovemberanditisanimportantandpublicholidaytorememberandcelebratethegoodharvestandthanktheGod. Youcantalkaboutyourfavoritecelebration/holiday: Starter: Response: Whatisyourfavoriteholiday? Christmas/SpringFestivalismyfavoriteholiday. Whydoyoulikeitmost? Becauseitisthetraditionalandthemostimportantfestivalinourcountry. Whatdoyoudoinyourholidays? Iwillstaywithmyfamiliestoenjoythebigmealandsharealotofthingstogether.PracticeandSpeakTalkaboutcelebrationorholidaywithyourpartnerandtrytousetheusefulsentencepatternsabove.Pleasewritedownyourdialogue.A:B:A:B:A:B: Task2.Doyouknowhowtoinvitesomeonetoyourcelebration?Situation2：MaryinvitesBettytoherbirthdayparty.Bettyishappytobeinvitedandacceptstheinvitation.AfterthatMaryasksBettytogotothesupermarketwithher,butBettyrefusespolitely.1.ListenandAnswerListentotheconversation,andanswerthequestion.Question:Whatdotheycelebrate?Youranswer:________________ScriptBirthday2.ListenandChooseListentotheconversationagain,andchoosethebestanswer.Whoisthebirthdaygirl?A.MaryB.BettyC.KateD.Lucy2.Wheredotheyholdthebirthdayparty?A.InBetty’shouseB.InMary’shouseC.AtthehotelD.Inthedorm3.Whendoesthecelebrationbegin?A.At6p.m.B.At7p.m.C.At8p.m.D.At9p.m.4.Aftertheparty,whatdoesMarywanttodo?A.GotothemovieB.GoshoppingC.DosomereadingD.WashthedishesScriptNotes:美国人非常热衷于参加party。一有适当的机会，美国人就会聚在一起乐一下。因此与这些社交场合相关的俗语或习惯用语也特别丰富多彩。最常见的party有：Christmasparty圣诞聚会，abirthdayparty生日庆祝会，adinnerparty宴会，agardenparty游园会，awelcomingparty欢迎会，ahousewarmingparty乔迁宴会等。 Youcantalkaboutinvitationinvariousways: Givinginvitation: Acceptinginvitation:Thankyousomuch.Really?Great/wonderful/fantastic!Ican’twait.Ofcourse,withpleasure.Yes,thatsoundsgood!Sure,I’dloveto.Ok,thatwouldbenice.It’sverykindofyou.Thanks.I’dliketo.It’llbeallright,I’mprettysure,I’dbeverydelightedto. Howabout... ?Howwouldyouliketo... ?Wouldyouliketo... ?Wouldyoubeinterestedin... ?Wouldyouliketojoinus ?Whydon’tyougowithus ?Iwaswonderingifyouarefree ?Itwouldbenicetohaveyouoverfor...Doyoufeellike... ?Couldyoumakeit ?Ihopeyou’dbeabletocome. Refusinginvitation:Thanks,butI’mafraid...It’sverykindofyou,butI’msorry...I’dloveto,butyouknow...IwishIcould,butactually...Sosorry,Ican’t.Ialreadyhaveplans.Maybenexttime.Thankyousomuch,butIhaveto...Sorry,Idon’thavetimebecause….PracticeandSpeakSharewithusyourexperienceaboutinvitation，andwritedownyourdialogue.A:B:A:B:A:B:Task3.HowdoesTom’sfamilycelebrateSpringFestival? ListenandAnswerSituation3:PetergoestoTom’shouseandcelebratesSpringFestivalwithTom’sfamily.NowPeteristalkingwithTomandgetstoknowmoreinformationabouthowTom’sfamilycelebrateSpringFestival.Youwillhearashortdialogue.Listenandcompletetheanswerstothequestionswithawordorashortphrase(innomorethan3words).1.HowlonghasPeterbeeninChina?Ithasbeen.2.DidPeterspendtheSpringFestivalinChina?.3.WhatisthemostimportantthingofChineseNewYear?Themostimportantthingthattheydoistohave.4.WhatisthetraditionalfoodofChineseNewYear?Thetraditionalfoodis.5.Whoisgoodatmakingdumplings?isgoodatmakingit.ScripthalfayearNo,hedidn’tabigmealdumplingTom’smumPracticeandSpeakNewYear’sDayiscomingsoon.Afterclasstellyourpartnerhowdoyouplantocelebrateit.A:B:A:B:A:B:Task1.HowdopeoplecelebrateNewYear'sdayintheUSA?Partthree:ProfessionModuleSituation1:PeterandTomarecolleagues.OnNewYear'sday,TomgoestoAmericawithPeter.Nowtheyarelisteningtotheguide'sintroductiononcelebratingNewYear'sdayintheUSA.Listentothefollowingintroductionbyatourguide,andfillintheblankswithphrases.ListenandCompleteNewwords:tourguiden.导游historicspots历史景点tourist[‘tuərist]n.旅行者，观光客aboard[ə'bɔ:d]v.在飞机上；在船上；在火车上prep.在…上inthemeantime同时aware[ə'wεə]adj.注意relax[ri'læks]v.放松Goodmorning,mydeartourists._________________.We’llbearrivingwithinhalfanhour.EverybodyknowsthattodayisthefirstdayofthenewyearsoHappyNewYear!AndIamveryhappytocelebrateitwithallofyouandyouareveryluckytoenjoyyourselveshere.______________,IwilltellastoryaboutthecelebrationinAmerica.January1,thebeginningofanewyear,asfarbackinhistoryaswecantell,peoplehavecelebratedthenewyearcoming.AmericanscelebratetheNewYearinmanyways.Mostdonothavetogotoworkorschool.Sotheyvisitfamiliesandfriends,___________________,shareaholidaydinnerorwatchnewyear'sparadesonthestreetorontelevision.AmericanslikewatchingfootballgameontelevisiononNewYear'sDay,universityteamsplayinspecialholidaygames.WelcomeaboardInthemeantimeattendchurchserviceForthosewhohavebeenbusyatworkorschool,NewYear'smaybeadayofgoodrest.Buttheyalsospendthetimepreparingfor_________________theNewYear.Anditispleasuretomakeyouawareofsomehistoricspotsalongtheway.Andtherearesomanyindeedonsuchaspecialday,everywhereisdecoratedandlooksbeautifulsojust________________andlookoutofthewindow.thedemandsofrelaxyourself Youcanexpressinvariousways: Welcomeaboard/to… TodayisChristmas/Children’sDay/Teachers’Day I’lltellsomethingaboutthecelebrationofMid-AutumnDay/Thanks-givingDay/SpringFestival Peoplewillgettogetherwithfamilies/singanddance/haveaparty Everywhereisbeautiful/decorated.PracticeandShowIntroducesomewhereasaguide.Pleasewritedownyourwords. Criterionofagooddialogue Accuracy&Range（35%） Size&DiscourseManagement（35%） Flexibility&Appropriacy（30%） YourScores Theteacher’scommentonyourperformance Task2.DoyouknowsomethingaboutMid-Autumnday?Situation2:PeterandTomgobacktoChina.Mid-AutumnDayiscoming,soTominvitesPetertocelebrateMid-AutumnDayandtellhimsomethingaboutitscustoms.ListenandcompleteListentothefollowingdialogue,andfillintheblanks.Festival:_______________Date:_______________________________SpecialFood:__________________People:________________________Activity:_____________________________________Mid-AutumnDayonthefifteenthdayoftheeighthmoonMooncakesThefamiliesaresittingtogetherandenjoythemooncakesandthemoonlight.HanandminoritynationalitiesScriptNewwords:theautumnequinox[`ikwɪ,nɑks]秋分harvest[hɑ:vist]n.丰收Pomegranate['pɔm,grænɪt]n.石榴pomelo[pɔmiləu]n.柚子melonseeds西瓜籽lotusseeds莲籽almond[ɑ:mənd,æmənd]n.杏仁yolk[jəuk]n.蛋黄minoritynationalities少数民族tracedback追溯ancient['einʃənt]adj.古代的dynasty['dainəsti]n.朝代 Task3.Whatisthebestpartyyouhavejoined? Situation3:LiLeiandhisfriendaretalkingabouttheirbestpartytheyhaveeverexperienced.ListenandImitateListentothefollowingdialogue,andimitateit.A:Hello,LiLei,whatwasthebestpartyyoueverexperiencedorattended?B:TheChristmaspartyIattendedwithmyfriendlastyear,itwasanunforgettablenight.A:Whomadetheparty?B:Myforeignfriend.A:Whowerethere?B:Hisfamiliesandsomegoodfriends.A:Whatwasthespecialorbestfoodwithit?B:Itwasabigdinnerwithalotofdeliciousfoodespeciallytheirtraditionalfood-turkey.A:Whatwasthebestbackgroundmusicwithit?B:JingleBells.A:Whatwasthemostimportantthingforit?B:Idressedmyselfupandalsopresentmygifttothem.A:Whatactivitieswereperformed?B:Well,wehaddinnertogetherandthenweweresinging,dancingandchatting,ofcourse,weopenedourgifts.A:Sonice!B:Yes,Ithinkeverybodyenjoyedthemselves. Youcantalkaboutthebestpartyyouhaveexperiencedinfollowingways: Starter: Response: Whatisyourfirstpartyheldbyyourself?Whatisthemostimportantpartytoyou?Whatisyourunforgettableparty? BirthdayPartySpringFestivalPartyGraduationPartyPracticeandShowPleasetalkaboutthebestpartyorcelebrationwithyourpartner,trytousetheusefulsentencepatternsabove.Pleasewritedownyourdialogue.A:B:A:B:A:B:Practiceandshow Criterionofagoodrole-play Cooperation（20%） DiscourseManagement（20%） Flexibility（20%） ImitationEffect（20%） PersonalCharacteristics（20%） YourScores Theteacher’scommentonyourperformance Blessing Bestwishesfortheyeartocome!恭贺新禧！ Mayyoucomeintoagoodfortune!恭喜发财！ Maymanyfortunesfindtheirwaytoyou!祝财运亨通！ Iwanttowishyoulivelongandproper!多福多寿！ Takegoodcareofyourselfintheyearahead.请多保重！ Wishingyoumanyfuturesuccesses.祝你今后获得更大成就。CulturalNotes Funtime------JingleBells jinglebells,jinglebells jinglealltheway ohwhatfunitistoride inaone-horseopensleigh jinglebells,jinglebells jinglealltheway ohwhatfunitistoride inaonehorseopensleigh dashingthroughthesnow inaone-horseopensleigh, overthefieldswego, laughingalltheway; bellsonbobtailsring, makingspiritsbright, whatfunitistorideandsing asleighingsongtonight. jinglebells,jinglebells jinglealltheway ohwhatfunitistoride inaone-horseopensleigh Wordsrelatedtofestivals Fool’sDay愚人节EasterDay复活节 Mother’sDay母亲节Father’sDay父亲节 Christmas圣诞节Halloween万圣节 Thanks-givingDay感恩节Valentine’sDay情人节After-classActivities:Thispartistotestyourlisteningability.Itconsistsof2sections.AlltheexercisesarefromPRECTO-A(2009.6).SectionA1.A)Inarestaurant.B)Inahospital.C)Atarailwaystation.D)Atapostoffice.2.A)Hewillgototheconcert.B)Hehasbeentotheconcert.C)Hecan’tgototheconcert.D)Heisnotinterestedintheconcert.3.A)$2.B)$12.C)$7.D)$14.4.A)He’sgoingtogoabroad.B)He’sgoingtofindajob.C)He’sgoingtostudyforadegree.D)He’sgoingtodoapart-timejob.5.A)Husbandandwife.B)Teacherandstudent.C)Nurseandpatient.D)Bossandemployee.ScriptConversation16.A)Tobeateacher.B)Toworkasasecretary.　C)Totakecareofanimals.D)Tofurtherherstudy.7.A)Toworkinanoffice.B)Tobeasalesman.　C)Togoabroad.D)Tobeananimaldoctor.Conversation28.A)Shelostherdata.B)Shebrokethedisc.　C)Shecouldn’tgethercomputerworking.　D)Sheboughtacomputerofawrongmodel.9.A)Gotothestorewithher.B)Buyacomputerforher.　C)Lendhersomemoney.D)Replacethediscforher.10.A)Tocallthestorefirst.B)Toshowthereceipt.　C)Topaysomemoremoney.D)Tobringtheinstructionmanual.Script1SectionBScript2SectionCDirections:Thissectionistotestyourabilitytocomprehendshortpassages.Youwillheararecordedpassage.Afterthatyouwillhearfivequestions.Boththepassageandthequestionswillbereadtwotimes.Whenyouhearaquestion,youshouldcompletetheanswertoitwithawordorashortphrase(innomorethan3words).11.Whenwasthecustomersurveyconducted?Itwasconducted___________________.12.Howdidcustomersfeeltheproductsofthecompany?Theproductswerequite______________________.13.Whatdidcustomerscomplaininthesurvey?Ittook_________________tosettletheircomplaints.14.Howdidcustomersfeelabouttheservicestaff?Theservicestaffwerenotalways______________________.15.WhenshouldtheCustomerServicewithaplantoimprovetheirservice?____________________________________.lastmonthreliabletoolongfriendlyWithinoneweekScriptParttwo.PracticeModuleTask1.Canyoutalkaboutyourfavoritecelebrationorholiday?1.ListenandTick2.ListenandChooseJane:(I’mJane.)MyfavoritecelebrationorholidayisThanks-giving.InAmerica,familiesgettogetherinaplaceandhaveabigdinnertogether.It’sactuallyjustanimportantdaywhenyouenjoyalot,youthinkalotandreflectaboutthethingsyouarethankfulfor.Kate:(I’mKate.)IlikeNewYear’sDaybecausewhenIwasachildIgotsomanyotoshidama,whichismoneyinaprettyredenvelope.Peter:(MynameisPeter.)InArgentina,oneoftheimpressivefestivalsistheDayofTradition,wherepeoplecelebratetheirgauchoheritage.Peopleusuallyhavethebarbecues,singanddancetocelebrateit.BackTask2.Doyouknowhowtoinvitesomeonetoyourcelebration? ListenandAnswer ListenandChooseMary:Hi,Betty!Betty:Hello,Mary!Youlookgreattoday.Mary:Thanks.Youknow,Iwillhavemybirthdaypartythisweekend.Betty:Oh,wonderful!Mary:I’llbeveryhappyifyoucancometocelebrateittogether.Betty:I’dloveto.Whenandwhere?Mary:6p.m.Saturdaynight,inmyhouse.Betty:Ok,Ican’twaittoattend!（Afterthebirthdayparty）Mary:Betty,Iwanttogoshopping.Wouldyouliketogowithme?Betty:Now?Goshopping?Mary:Yes,becausethereisnofoodanddrinksleftaftertheparty.Comeon,I’dlikeyoutogowithme.Betty:Iknowit,butIwanttohaveagoodsleepnow.Mary:Itdoesn’tmatter,Iwillgoshoppingandcomebacksoon.Betty:Ok,thankyouforyourthoughtfulness.Mary:Haveagoodrest.Betty:Bye.BackTask3.HowdoesTom’sfamilycelebrateSpringFestival?ListenandAnswerTom:Welcome,Peter,pleasecomein.Peter:Thankyou.Hereismygiftforyourfamily.Tom:Youaresothoughtful.Thankyou.Peter:Youarewelcome.Tom:Howlonghaveyoubeenhere?Peter:IcametoChinainJune,ithasbeenhalfayear.Tom:SoyoumustneverspendtheSpringFestivalinChina.Peter:Yes,andIstayinChinathisyeartoseehowChinesepeoplespendtheirmostimportantfestival.Tom:Myparentswouldbehappytohaveyou.Ibelieveyouwillloveitandneverforgetit.BackPeter:I’mverygladtojoinyouandalsoIwillknowmoreaboutChinaandtheChinese.Tom:Yes,IbelieveyouwillknowalotaboutChinesetraditions,suchasthecustom,cuisine,greetingandsoon.TheChineseNewYearisaccordingtothelunarcalendar.TheChinesehavebeencelebratingitinthisfashionforthousandsofyears.Andeveryonegoeshomeforcelebration,soitisafamilyholiday.Peter:Wonderful!Ican’twait.Tom:Naturally,themostimportantthingthatwedoistohaveabigmeal!Somakesuretobringyourappetite!Peter:Sure,Iknowthetraditionalfoodisdumpling,Jiaozi.Tom:Yes,mymumisgoodatmakingitandletherteachyouhowtomakeit.Peter:Really?I’mreadynow.Parttwo.ProfessionModuleTask2.DoyouknowsomethingaboutMid-AutumnDay?ListenandCompleteTom:Hi,Peter!Peter:Hi,Tom!Howareyou?Tom:Fine.YouknowtheMid-AutumnDaywillcomeandIwanttoinviteyoutocelebrateitwithustogether.Peter:Really?IamverygladtojoinyoubecauseIknowitisoneoftheimportantandtraditionalChinesefestivals.Tom:Yes,itis.Peter:Butwouldyouliketoletmeknowsomethingaboutit?Tom:Sureitisalongstory.TheMid-AutumnFestivalwascelebratedonthefifteenthdayoftheeighthmoon，aroundthetimeoftheautumnequinox.Thisdaywasalsoconsideredasaharvestfestivalsincefruits，vegetablesandgrainhadbeenharvestedbythistimeandfoodwasabundant.Apples，pears，peaches，grapes，pomegranates,melons,orangesandpomelosmightbeseen.Peter:Isthereanyspecialfood?BackTom:Specialfoodsforthefestivalincludedmooncakes.Theroundmooncakesweremadewithmelonseeds,lotusseeds,almonds.Ayolkfromasaltedduckeggwasplacedatthecenterofeachcake.Peter:Whencanitbetracedback?Tom:TheMid-AutumnFestivalisatraditionalfestivityforboththeHanandminoritynationalities.ThecustomofworshippingthemooncanbetracedbackasfarastheancientXiaandShangDynasties.Nowadaysthefamiliesaresittingtogetherandenjoythemooncakesandthemoonlight.Peter:Sonice!After-classActivities:SectionA M:Ineedthreestampsandenvelope,please.W:Sorry,sir.You’reatthewrongwindow.GotoWindow7,please.Q:Wheredoesthisconversationmostprobablytakeplace?2.W:Howaboutgoingtotheconcerttonight?There’saworld-famousbandplaying.M:Itwouldbefine,butI’vegotalotofhomeworktodo.Q:Whatdoesthemanmean?3.W:Howmuchdoestheskirtcost?M:Sevendollarsforone,butyoucansavetwodollarsifyoubuytwo.Q:Howmuchcanthewomansaveifshebuystwoskirts?4.W:Areyougoingtofindajoborcontinuetostudyforadegreeaftergraduation?M:I’mgoingtolookforajobfirst.Q:Whatwillthemanprobablydofirstaftergraduation?5.M:CouldyouarrangeformetoseedoctorBlacktomorrowmorning?W:I’mafraidnot.Hewon’tbefreeuntileleventhirty.Q:Whatistheprobablerelationshipbetweenthemanandthewoman?BackSectionBConversation1M:Areyougoingtograduatethisterm?W:Yes.M:Whatareyougoingtodoforalivingthen?W:I’mgoingtobeasecretary.M:Whatareyousupposedtodo?W:I’llworkinanoffice,writinglettersandreports,anddoingsometyping.M:Itmustbequiteboring.IfIwereyou,I’dliketobeavet.W:What?Whatdoesavetdo?M:Avetisapersonwhotakescareofsickanimals.Infact,avetisananimaldoctor.W:Animaldoctor?Howinteresting!Buthowdidyougettheidea?M:Ioncereadastoryaboutapersonwhotreatedsickanimals.I’dliketohaveatrymyself.W:Wow!Soundexciting!Q6:Whatisthewomangoingtodowhensheleavesschool?Q7:Whatwouldthemandoifheweretofindajob?BackConversation2M:Hey,Alice,whatareyoudoingthere?W:Hey,Roger,couldyouhavealookatmycomputer?Ican’tgetitworking.M:Sure.Letmehavealook.Hmm.Itseemsthatthediscisjammed.W:Oh,really?Ijustboughtityesterday.Well,thencouldyoupleasegotothestorewithme?Iwanttohavethiscomputerreplaced.M:Noproblem,butyouhavetobringyourreceipt;otherwiseyoucan’thavethecomputerreplaced.W:Oh,dear!Ican’tfindmyreceipt.PerhapsIlostitonmywaybackfromthestore.M:That’stoobad!I’mafraidyouhavetofindit.W:Well,I’llgiveyouatelephonecallifIcanfindit.M:OK.Seeyouthen.W:Thankyou.Seeyou.Q8:Whatisthewoman’sproblem?Q9:Whatdoesthewomanaskthemantodo?Q10:Whatdoesthewomanhavetodogethercomputerreplaced?BackNowI’mgoingtotellyoutheresultofthecustomersurveyweconductedlastmonth.Wegothighmarksfromourcustomersaboutthequalityofourproducts.Theyfeltourproductswerequitereliableandcarriedalotofthefeaturestheyexpectedinelectronics.Theyespeciallylikedthehigh-techmobilephonewhichcombinesourmobilephonewithacameraandMP3player.However,customerswerenotsatisfiedwithourcustomerservice.Theycomplainedinthesurveythatittooktoolongtosettletheircomplaints.Theyalsocomplainedthatourservicestaffwerenotalwaysfriendly.Bycontrast,theywrotethatmanyofourcompetitorshaveexcellentcustomerservice.Thisistheurgenttaskwehavetodealwithnow.That’swhyI’morderingthecustomerservicedepartmenttocomeupwithaplanwithinoneweek,andIalsoaskthemtoexplainhowtheyintendtoimproveourcustomerservice.Q11:Whenwasthecustomersurveyconducted?Q12:Howdidcustomersfeelabouttheproductsofthecompany?Q13:Whatdidcustomerscomplainaboutinthesurvey?Q14:Howdidcustomersfeelabouttheservicestaff?Q15:WhenshouldtheCustomerServiceDepartmentcomeupwithaplantoi