1. Unit 14 Dealing with Complaints Period 3 Unit 14 Dealing with Complaints Period 3 Vocational Education Hotel English

2. Words and Expressnions Listening 3 Dialogue 3 Role Play 3 Content

3. Warm-up 1. Read and recite Dialogue 2. 2. Lead in: Talk about the pictures: a room with one bed, a light in a room, 3 persons covered with heavy quilts, “NOISE”. 3. Brain- storm : Words and expressions on page 118.

4.  Listening 3  Listen and number the pictures. Listening

5. Words and Expressions  apology [ə'p ɒ ləd ʒɪ ] v. 道歉  awfully [ ˈɔ :fli] adv. 非常，很  manage['mæn ɪ d ʒ ] v 处理  misunderstanding [ ˌ m ɪ s ʌ ndə ˈ stænd ɪ ŋ] n. 误会  noisy ['n ɔɪ z ɪ ] adj. 嘈杂的；

6. Presentation  Lead-in by asking the question:  What’s the number of the guest’s room that he will live in?

7. R=Receptionist, G=Guest  R: What can I do for you, sir?  G: I’m afraid there may be a misunderstanding. I reserved a non- smoking room, but this isn’t a non- smoking one.  R: I’m awfully sorry, sir. We’ll manage to change a room for you. What is your room number, sir? Dialogue 3 Handling Complaints

8. G: Room 1004. R: Room 813 is non-smoking. It’ll be ready in 20minutes. G: All right. R: Apology to you once again, sir. If there is anything more you need, please let us know.

9. Sentence Translation  What can I do for you, sir?  先生，我能为您做什么吗？  I’m afraid there may be a misunderstanding.  恐怕你们给我订错了房间。  I’m awfully sorry, sir. We’ll manage to change a room for you.  非常抱歉，先生。我们立刻为您换一个房间。  Apology to you once again, sir.  先生，再次向您表示歉意。

10. Role Play 3  A: I reserved a room with a view of the sea/a double bed, but this one is wrong.  B: I’m awfully sorry, sir. We’ll manage to change a room for you. What is your room number, sir?  A: Room 619/1103.  B: Room 602 has a view of the sea/1120 has a double bed. It’ll be ready in 20/30 minutes.  A: All right.  B: Apology to you once again, sir.

11.  Recite Dialogue 3 in Unit 14 and try to write a new one.  Copy new words and expressions. Summary & Homework

12. Thank you for your cooperation!