1、1Unit Seven complaintsTeaching aims ：1.practice the students listening ability2.practice the students speaking ability3.let the students know the produces of solving complaints and can use some useful sentences.Teaching focus:1. the procedures of solving complaints2. some useful sentencesTeaching di
2、fficult*how to solve the guests complains.Capacity-building methodsReading and speaking.Role playTeaching classes62First 2classesTeaching proceduresThe first 2 classesstep1 . learn the reading materials How To Deal With ComplaintsStep2 reading the materialsStep3 translate the materials1. lend an ear
3、 to sb/sth = listen patiently and sympathetically 耐心而同情的听某人讲话2. attentive to sb/sth. =give attentive to sb/sth.An attentive audienceA good hostess is always attentive to the needs of her guests.好客的女主人能随时留心客人的需要。3 hear sb out =listen until sb has finished saying what he wants to say 把某人要讲的话听完I know y
4、ou dont believe me, but please hear me out.我知道你不相信我，不过请听我把话讲完。4. jot down= make a quick, short, written note of sth 匆匆记下Ill just jot down their phone number before I forget it. 5. put oneself in sbs shoes = imagine oneself to be in sb elses position. 设想某人的地位或处境I wouldnt like to be in your shoes if t
5、hey find out what you are doing. 要是人家发现了你在干这件事，我可不愿设想你有多倒霉。6. correction= correcting 改正，纠正， make sth rightRemedy = removing sth undesirable. 矫正， 纠正7. superior = person of higher rank 长官，上级Step4 the key point you should keep in mind1. positive attitude (be polite and helpful.) be nice to the guests2.
6、 hear the guests, not interrupt unless necessary.3.write down what the guests complaint if necessary.4.make a short apology35. express your understanding and sympathy with him6. take actions to remove the complaints. The second 2 classesStep 1 read the dialogueStep 2 ask sb. To translate some senten
7、cesStep 3 useful sentences1. express your thanksThank you for your telling about that.Thank you for your telling us about that 2.listen carefullyOh. Yes. I see. I know. Oh, my god.3. make apologyIm sorry to hear that, madam.Im sorry.Im awfully sorry for my carelessness.Im very sorry for the inconven
8、ience caused.We are terribly sorry for all mess.4 calm the guests and .express your understanding and sympathy with guestsPlease relax.If you calm yourself, Ill try my best to help you.I understand how you feel, and well try my best to help you.5.make polite, patient and detailed explanationsIm afra
9、id you have misunderstand what I said.It is the policy of my hotel, I hope you will understand.You see, the hotel has just opened and the links havent been worked out yet.You know your room is at the central part of the corridor. There are so many passing guests.Its agsinst my regulations.Because of
10、 the repairing of the electric system6. taking actions to satisfied guestsIll speak to the person in charge and ask him to take care of this problem.Just a moment, sir. Ill have to get the manager.Ill take care of it according to your requests.4Ill look into the matter at once.Ill solve the problem
11、for you as soon as possible.Ill have the shower fixed, the tub cleaned, and the toilet items sent up to your room.If your like, I can find another room in a nearby hotel.The 3rd classesStep 1 read the dialogueStep 2 ask sb. to translate some sentencesStep 3 exercises1.writing Dealing with the compla
12、ints is difficult and complicated. But I 2. role playAfter a days sight-seeing, you are very tired, buy when you come back to your room, you find the sir conditioner cant work well. So you call to the front desk. You wait and wait, there is nobody here. You are so angry and rush into the managers office. Make a dialogue between you and the manager.Teaching feelings:1. read the dialogues more times.2. Ask more groups to role play in class.
