UNIT 1 Workplace Manners
Unit Goals
UNIT 1 Workplace Manners
Learners should be able to
◆ understand customer requests ◆ talk about how to satisfy passenger needs ◆ read about proper workplace manners ◆ write about office manners
you leave your phone number, I’ll get in touch with you. (The salesgirl takes a pen to write.) Customer: OK. Thank you for your help. Salesgirl: You are welcome.
and water. Passenger: I’d like to have a cup of coffee. Flight attendant: Yes, sir. I’ll bring it for you. Passenger: By the way, can I have a pillow and a blanket? Flight attendant: Of course. Passenger: Thanks.
英语（服务类）（职业模块）
Lead-in
Do you know their workplace? Match.
restaurant shop
hospital plane
office hotel
UNIT 1 Workplace Manners
A hotel receptionist works in a _h_o__te_l_.
restaurant shop
hospital plane
office hotel
UNIT 1 Workplace Manners
A nurse works in a __h_o_s_p_it_a_l__.
An office clerk works in an __o__ff_ic_e____.
Chefs work in a A salesgirl _re_s_t_a_u_r_a_n_t_. works in a
Unit 1
Workplace Manners
Contents
Unit Goals Lead-in
Listening & Speaking Reading & Writing Language in Use Unit Task Extended Activities Fun Time
英语（服务类）（职业模块）
英语（服务类）（职业模块）
Text
UNIT 1 Workplace Manners
Good Manners with Customers
Serve your customers in a fast, friendly and helpful manner and they will
visit you again. If you are interested in sharing this experience with us, here are some good tips: Wear clean company-issued clothes and a name tag; Greet and serve each customer with a smile and make eye contact; Listen to customers carefully and answer each question patiently; Deal with complaints helpfully and efficiently; Never make any personal phone calls while serving; Never try to argue with customers; Say “Thank you for coming.” when customers leave.
□ wear beautiful clothes □ be friendly to customers □ make phone calls at any time
□ greet customers with a smile □ follow customers everywhere □ be patient and keep smiling
英语（服务类）（职业模块）
Role Play
UNIT 1 Workplace Manners
Practice the dialogue by using the pictures below and see if you can say more.
英语（服务类）（职业模块）
Part II
Listening 2 Dialogue 2 Role Play
Words and Expressions Match and Discuss True or False
英语（服务类）（职业模块）
UNIT 1
Pre-reading Activity Workplace Manners
Have a discussion with your partner and tick the right workplace manners.
__s_h_o_p_____.
英语（服务类）（职业模块）
UNIT 1
Listening & Speaking Workplace Manners
Part I Part II Words and Expressions
英语（服务类）（职业模块）
Part I
Listening 1 Dialogue 1 Role Play
pillow
/5pIlEu/
n.
medicine
/5medIsn/
n.
headphones /5hedfEunz/ n.
blanket
/5blANkIt/
n.
moment
/5mEumEnt/ n.
passenger /5pAsIndVE/ n.
银色 接触 枕头 药 耳机 毯子 片刻 乘客
英语（服务类）（职业模块）
I have some ______? A: Yes, sir. Here you are. B: Thanks.
英语（服务类）（职业模块）
thirsty, tea
UNIT 1
Words and ExpressionsWorkplace Manners
W o r d s a n d E x p r e s s i o n s 1
UNIT 1 Workplace Manners
英语（服务类）（职业模块）
Listening 1
Listen and number the pictures.
UNIT 1 Workplace Manners
A
B
C
D
( 3) script
( 1)
(4 )
(2 )
英语（服务类）（职业模块）
Dialogue 1
UNIT 1 Workplace Manners
What Can I Do for You? (A salesgirl is serving a customer in a shop politely.) Salesgirl: Good morning, madam. What can I do for you? Customer: Yes, I’m looking for a dress in size 36. Salesgirl: How about this blue one? Customer: The color is nice, but I prefer silver. Salesgirl: Sorry, madam, we don’t have the right size in silver. But if
厨师
顾客 礼貌地 服装；连衣裙；女服 尺码
更喜欢
英语（服务类）（职业模块）
UNIT 1
Words and ExpressionsWorkplace Manners
W o r d s a n d E x p r e s s i o n s 2
silver
/5sIlvE/
n.
touch
/tQtF/
n.
welcome
aboard
chef
customer
politely
dress
size
prefer
/5welkEm/ /E5bC:d/ /5Fef/ /5kQstEmE/ /pE5laItlI/ /dres/ /saIz/ /prI5fɜ:/
v. adv.
n.
n. adv. n. n.
v.
欢迎 上飞机 (船或车)
3
□pillow □medicine □blanket
script
英语（服务类）（职业模块）
Dialogue 2
UNIT 1 Workplace Manners
May I Have a Cup of Coffee, Please? (A flight attendant is serving a passenger.) Flight attendant: May I help you, sir? Passenger: I’d like something to drink. Flight attendant: Certainly. We have tea, coffee, fruit juice, Cola