1. 电子教案

2. return Part 1 Part 2 Part 2 Ex Part 1 Listening and Speaking Activities Part 2 Reading Passage Exercises Agenda

3. return Part 1 Part 2 Part 2 Ex Part 1 Listening and Speaking Activities Lead-in Listening Practice: Listen and fill in the blanks Dialogue 1 Handling Tourists’ complaints (1)Dialogue 1 Dialogue 2 Handling Tourists’ complaints (2)Dialogue 2

4. return Part 1 Part 2 Part 2 Ex An introduction to tourists’ complaints When do tourists make complaints? ·Fail to provide equal price and quality tour service, such as bad food service and overbooked hotels. ·Cause damage and loss to baggages and personal belongings because of tour operators’ negligence and fault. ·Take kickbacks and demand tips. ·Harm your benefits and interests. Why are complaints important for tour agencies? ·Provide opportunities to rectify mistakes or solve problems and stop the same problem coourring again.

5. return Part 1 Part 2 Part 2 Ex ·Obtain valuable feedbacks on what tourists want, need and expect. ·Stop minor difficulties escalating into major problems. ·Generate favorable word-of-mouth recommendations from tourists who are satisfied with how their complaints have been handled. How to deal with tourists’ compaints? ·Listen carefully to tourists’ complaints. ·Write down and repeat tourists’ complaints. ·Investigate the case accurately and objectively. ·Cope with the complaints properly and effectively. ·Make promises of offering better services.

6. return Part 1 Part 2 Part 2 Ex Things can always go wrong during a trip because of the various service providers who are ______ tour guides’ control. How those suppliers perform will have effect on the __________between guides and tourists. Tourists expect high, but there is always a gap between what they thought and what is actually served. The higher the expectations, the greater the _________ and____________. The tour guides are front-line workers. Thus, build up _________ relationship with tourists is a good way avoid trouble. Guides should be courteous, it is very helpful. People who are ________, even under the toughest ____________, can often ______ complaints. Discourtesy, on the other hand, sometimes ________ complaints and _________ tourists. Listen and fill in the blanks. beyond relationship frustration disappointment harmonious courteous circumstances defuse provokes irritates

7. return Part 1 Part 2 Part 2 Ex Handling Tourists’ complaints (1)

8. return Part 1 Part 2 Part 2 Ex R=receptionist T=tourist R: Good morning. Bluesky travel agency. What can I do for you, ma’am? T: I just came back from a trip. It cannot be denied that we enjoyed ourselves a lot for most of the time, however, we were dissatisfied with your service. R: I am sorry to hear that. But I believe our service is always of the first class. T: It was not the truth. Our guide took us to various souvenir stores. Yes, we’d like to bring some souvenirs back home. But shopping once or twice was just enough.souvenir stores R: I see, but shopping during the trip is reasonable. T: But we went there not just for shopping but sightseeing. The fact was that we spent much more time on shopping than on sightseeing. That was not what we expected.

9. return Part 1 Part 2 Part 2 Ex R: I am extremely sorry to hear that. I’ll report this to the manager. I promise he’ll look into the matter and give you a proper reply. Please be assured we’ll deal with it as soon as possible.look into T: I hope so. What’s more, we are dissatisfied with our guide, she was impatient and asked for tips. R: Sorry again. Please accept my apology on behalf of our agency. We’ll look into the matter and if it is the case, she’ll get a corresponding penalty for her misbehavior. T: OK then, we hope you could take our complaints seriously, and give the tourists a satisfactory answer.

10. return Part 1 Part 2 Part 2 Ex souvenir stores 纪念品店 每到一个旅游景区景点，随处可见出售旅游纪念品的商店 和地摊，各类与景区景点的历史文化和特点相匹配的旅游 纪念品比比皆是，让人目不暇接。

11. return Part 1 Part 2 Part 2 Ex look into 调查，处理 Your complaint is being looked into.When we have anything to report, we will write to you again. 你的诉讼正在调查之中。如果有事需要通知, 我们会写信 给你的。

12. return Part 1 Part 2 Part 2 Ex Handling Tourists’ complaints (2)

13. return Part 1 Part 2 Part 2 Ex G=guide T=tourist G: Good morning, Mr. Green. Are you all right? T: Not at all. G: What’s wrong, you look pale. T: Someone’s stolen my wallet. G: I’m very sorry to hear that. Where did you put it yesterday? T: In the hotel, my room G: Then did you lock the door at night? T: Of course. My guess is one of the staff stole it. G: Well, I can totally understand your feelings right now. I’ll do everything I can to help you. T: Thanks. G: If the wallet is really stolen, we call the police. T: You don’t believe me? What do you mean, if it is stolen? I am 100% sure it is.

14. return Part 1 Part 2 Part 2 Ex G: Just calm down, Mr. Green. I think the first thing we should do is look through your room in case it is there. look through in case T: I told you it is stolen, it will certainly not be found there. G: Mr. Green, why do you believe the staff stole your wallet? T: It is simple, they have my room’s key. G: But I believe the staff certainly do not want to lose their job and face the police, because you see if anything lost in the room, they would be the first to be suspected. T: That makes sense. But if the staff cannot find the wallet in my room…makes sense G: If your wallet cannot be found, the police will be notified. T: That’s sounds like a good plan.

15. return Part 1 Part 2 Part 2 Ex look through 仔细检查 I'll look your suggestion through before passing it to the committee. 我要先审查一下你的建议然后再送交委员会。

16. return Part 1 Part 2 Part 2 Ex in case 以防 Be quiet in case you wake the baby. 轻点儿, 别吵醒婴儿。 Keep the window closed in case it rains. 把窗户关好, 以防下雨。

17. return Part 1 Part 2 Part 2 Ex Make sense 有意义、讲得通 I do not think your plan makes any sense. 我觉得你的计划没有道理。 You plan makes sense -- that's where most people listen to the radio. 你的计划很有道理 -- 那里是大多数人听收音机的地方。

18. return Part 1 Part 2 Part 2 Ex Part 2 Reading Passage

19. return Part 1 Part 2 Part 2 Ex China has a profound history of five thousand years, and it nurses brilliant civilization. Accordingly, traditional Chinese art has varied throughout the changing times. Since ancient time, Chinese society has cherished excellence in its arts. Different kinds of arts, such as papercutting, embroidery, calligraphy, painting, etc. emerge as symbols of Chinese people’s wisdom and manifest the country’s rich heritage. Among them, Beijing Opera is a rare treasure of the nation. It can be traced back 200 years ago, and was extremely popular in the Qing Dynasty. Major performance troupes are based in Beijing and Tianjin. The art form is also enjoyedpapercutting, embroidery, calligraphy

20. return Part 1 Part 2 Part 2 Ex in Taiwan. It has also spread to other countries such as the United States and Japan. Beijing Opera has created many “firsts” in Chinese dramas: the abundance of repertoires, the number of artists, opera troupes and spectators. It presents dramatic plays and figures mainly by infusing four artistic methods: singing, dialogue, dancing and martial art. Sheng, Dan, Jing, Chou are main roles in Beijing Opera’s performance. There are many famour masters, among them, the Four Famous Dans, Mei Lanfang, Cheng Yanqiu, Shang Xiaoyun and Xun Huisheng, are most well-known at home and abroad. repertoiresSheng, Dan, Jing, Chou

21. return Part 1 Part 2 Part 2 Ex papercutting, embroidery, calligraphy papercutting 剪纸 embroidery 刺绣 calligraphy 书法

22. return Part 1 Part 2 Part 2 Ex repertory 全部剧目 ; 轮演剧目 It ranks with the four enduring favorites of the repertory. 这是持久不衰地受到人们喜爱的三 四部作品之一。

23. return Part 1 Part 2 Part 2 Ex Sheng, Dan, Jing, Chou 京剧角色早期分为生、旦、净、末、丑、武行、流行（龙 套）七行，以后归为生、旦、净、丑四大行，每一种行当 内又有细致的进一步分工。 “ 生 ” 是除了大花脸以及丑角以 外的男性角色的统称，又分老生（须生）、小生、武生、 娃娃生。 “ 旦 ” 是女性角色的统称，内部又分为正旦、花旦、 闺门旦、武旦、老旦、彩旦（揺旦）刀马旦。 “ 净 ” ，俗称 花脸，大多是扮演性格、品质或相貌上有些特异的男性人 物，化妆用脸谱，音色洪亮，风格粗犷。 “ 净 ” 又分为以唱 工为主的大花脸，如包拯；以做工为主的二花脸，如曹操。 “ 丑 ” ，扮演喜剧角色，因在鼻梁上抹一小块白粉，俗称小 花脸。

24. return Part 1 Part 2 Part 2 Ex Exercises

25. return Part 1 Part 2 Part 2 Ex Translation 1. Accordingly, traditional Chinese art has varied throughout the changing times. 中国传统艺术随着时代的变化也相应地发生这变化。

26. return Part 1 Part 2 Part 2 Ex 2. Different kinds of arts, such as papercutting, embroidery, calligraphy, painting, etc. emerge as symbols of Chinese people’s wisdom and manifest the country’s rich heritage. 不同种类的艺术，如剪纸，刺绣，书法，绘画等， 成为我国人民智慧的象征并体现了我国丰富的文化 遗产。

27. return Part 1 Part 2 Part 2 Ex 3. It has also spread to other countries such as the United States and Japan. 它也传播到其它国家，比如美国和日本。

28. return Part 1 Part 2 Part 2 Ex 4. Beijing Opera has created many “firsts” in Chinese dramas: the abundance of repertoires, the number of artists, opera troupes and spectators. 京剧在剧目种类、艺术家数量、剧团数量和观众数 量上创造了中国话剧的许多 ” 第一 ” 。