Unit 1 Meeting Customers

Unit One Meeting ServiceReading A迎接服务地接导游是旅行社的形象。

在与游客或旅游团见面之前，导游要做好准备，设法给游客留下良好的第一印象。

见面的第一眼，或者说在最初的接触中，游客会对地接导游形成自己的看法，推断出导游是什么样的人，有什么样的特点。

这些最初的判断必然会在一定程度上影响他们与地接导游未来的合作与互动。

因此，对于地接导游而言，迎接服务是非常重要的环节，也是后续带团成功的关键。

以下是迎接服务的一些小秘诀：※材料准备。

地接导游应准备好必要的材料，如旅游计划、接站牌、导游旗、IC卡、扬声器等。

※形象准备。

地接导游着装应整洁得体，以便创造良好的印象，并赢得游客的信任和尊重。

淡妆是必要的。

严禁穿背心或拖鞋。

※心理准备。

一些游客可能会对地接导游存有偏见，或对导游做出不负责任的评论，甚至说一些粗俗的话。

地接导游要做好准备，妥善处理这些问题。

※服务准备。

在旅游团到达之前，地接导游应仔细阅读旅游计划和有关资料，以了解该团服务内容及要求。

导游应做到：1．确认团队抵达的确切时间，并提前到站（车站、机场、码头等）等待；2尽快确定旅游团的位置。

导游可以通过游客的国家特征、服饰或徽章等来识别自己的团队。

3. 向团队领队做自我介绍，与领队或全陪导游一起召集并核实游客人数。

如果游客人数与旅行计划不符，导游应向地接社报告。

4．在车厢门口等候，帮助游客上车。

一定要提醒游客带好随身携带物品。

5. 再次清点人数，然后上车。

Reading B中国书法中国书法是一种赏心悦目的书写形式，是人类语言的一种有形的艺术表现形式。

这种表达方式在中国广泛使用，在中国文化界(历史上包括日本、韩国和越南)普遍受到高度尊重。

在这个传统中，各种风格的书法有一些普遍的规范。

中国书法和水墨画有着密切的联系:它们都是用相似的工具和技巧完成的，并且有着共同的悠久艺术历史。

中国绘画和书法的显著特点包括对动态运笔变化的强调。

书法还促进了中国许多艺术形式的发展，期中包括篆刻、华丽的纸镇和砚台。

Unit 1 Meeting CustomersTeaching Objectives1.To develop the students’ listening skill.2.To train the students’ ability to g rasp the knowledge about how to greet customers,introduce oneself and introduce each other, etc.3.To give the students more chances to talk about something in relation to whatthey have heard on the tape.4.To develop the students speaking skill.The important and difficult pointsTo familiarize the students with how to use the language they learn to practice the activities in relation to greeting customers and introducing oneself as well as introducing each other, etc..Teaching Time4课时（180分钟）Teaching steps:Lead-in1) Ask the students to discuss their personal experience with their partners about how to open the remarks when they meet a stranger or a friend of theirs.2）Choose two or three students to tell the class their experience.3) Give the students some pictures or the real things in relation to the airport and the office to learn the new words and expressions in this unit.The important words and the phrases: flightn. 航班；飞行 servicen. 服务lobby n. （酒店的）大堂，大厅 sales manager 销售部经理 on board 在飞机（车、船）上 general manager 总经理 pick up接某人 introducev. 介绍 colleague n. 同事 luggagen.行李managev.管理；处理 considerate adj. 周到的，体贴的Marketing Manager 市场部经理 possible adj. 有可能的take a stroll 散步4) Ask the students to discuss the lead-in activity in their books.1-1 Meeting a New Customer at the AirportThis part is designed to make the students learn how to introduce oneself to strangers and grasp the words and expressions about the airport and theoffice.1. Pre-listening tasksHow do youintroduce yourselfto strangers? Ask the students to discuss with their partner and choose the proper expressions from the following sentences. I ’m glad to meet you. My name is Zhang Li. I ’m Mr. Smith ’s secretary.You must be Mr. Young from London. Allow me to introduce myself.I don ’t think we ’ve met. I’m Allen Green.2. While-listening tasks1) Ask the students to read the choices in this exercises and make guesses about what questions are going to be asked before they listen to the dialogue.2) Play the dialogue once and let the students get the main idea of the material. And then the teacher explains the difficult language points. 3) Play the dialogue twice and let the students do Task 2. 4) Play the dialogue three times and let the students do Task 3.5) Play the dialogue another times and let the students listen and repeat after the tape.3. Post-listening task1) Do Task 4& 5 (practice the sentences with their partners).2) Give the students time to make a similar dialogue and do role play with their partners.3) Check the students ’ work. (Ask some students to do role play in front of the class.)Task 1 How do you introduce yourself to strangers? Discuss with your partner and choose the proper expressions from the following sentences.I ’m glad to meet you.My name is Zhang Li.I ’m Mr. Smith ’s secretary.You must be Mr. Young from London. Allow me to introduce myself.I don ’t think we ’ve met. I’m Allen Green.Task 2 Listen and choose. 1. Where is Mr. Anderson from? A. London.B. New York.C. Tokyo.2. What is Li Jian ’s position （职位）in his company?A. General Manager.B. Salesman.C. Sales Manager.3. How many times has Mr. Anderson been to China?A. Once.B. Twice.C. Three times.4. When will they meet for the dinner in the evening?A. 5 p.m.B. 6 p.m.C. 7 p.m.Task 3 What does Li Jian say to introduce himself? Listen again and write down the expressions.Excuse me. You must be Mr. Anderson from New York. I’m the Sales Manager of Minfeng Company. My name is Li Jian.Task 4 Learn the useful sentences and practise with your partner.(Omitted)1. You must befrom2. I am theof3. It’s very nice of you toTask 5 Suppose you are one of the persons in the following cards. Introduce yourself to your customer.(Omitted)6. Role play.A —Sales Manager of Jinshan CompanyB —An American customer who comes to China for the first time A meets B at the airport.1-2 Introducing a ColleagueIn this part, we should train the Ss ’ abilities to grasp important details of introducing each other.Teaching steps 1. Pre-listening tasks1) Ask the students to read the questions in Task 1 and make guesses about the situational dialogue before they listen to the dialogue.2) The teacher can give the students some key words and sentences listed in New Words and Expressions and notes to help the students to form the situational dialogue.2. While-listening tasks1) Play the dialogue and ask the students to focus their attention on the questions in Task 1, and then do Task 1.2) Play the dialogue again and the students do Task 2.3) Play the dialogue the third times and ask the students to repeat the sentences after the tape.3. Post-listening tasks1) Ask the students to do Task 3 in pairs.2) Give the students some minutes to make a dialogue with their partners according to the information given in Task 4.3) Ask the students to do role play in front of the class.Task 1 Li Jian and Zhang Shan meet Mr. Black at the airport. Listen and answer the following questions.1. How do Mr. Li and Mr. Black greet each other?Li: Good morning, Mr. Black. Welcome back to China.Black: Good morning, Mr. Li. How are you doing?2. How do Miss Zhang Shan and Mr. Black greet each other?Black: It’s very nice to meet you, Miss Zhang.Zhang: Nice to meet you, too, Mr. Black. I’ve heard a lot about you.Task 2 Listen and choose.1. What’s Zhang Shan’s position?A. Sales Manager.B. General Manager.C. Marketing Manager.2. Who carries Mr. Black’s luggage at last?A. Mr. Black.B. Mr. Li.C. Miss Zhang.3. What will they do first?A. Go to the company.B. Walk around.C. Go to the hotel. Task 3 Learn the useful sentences and practise with your partner.(omitted)1. May I introduce2. Let me help you withTask 4 Role play.A—Mr. White, a foreign customerB—Mr. Lin, Sales Manager of a Chinese companyC—Mr. Wang, Mr. Lin’s General ManagerB greets A and introduce C;C greets A.1-3 Meeting a Customer at the OfficeIn this part, we should develop the students’ ability to grasp important details of greeting customers at the office.Teaching steps1.Pre-listening activityAsk the students to read the sentences in Task 1 first and make guesses about the situational dialogue before they listen to the dialogue.2. While-listening activities1)Play the dialogue once, and then the teacher explains some difficult wordsand sentences listed in Words and Expressions and Notes .2)Play the dialogue again, and the students do Task 1&2.3)Play the dialogue the third times, and ask the student to repeat after the tape.3. Post-listening activities1) Ask the students to do Task 3 in pairs.2) Give the students some minutes to prepare the role play in Task 4, and then ask some pairs of the students to do in front of the class.Task 1 Listen and decide true or false.1. The conversation takes place at the airport. ( F )2. Mr. Zhao meets Mr. Baker at the airport. ( F )3. Mr. Zhao is General Manager of his company. ( F )4. Mr. Zhao and Mr. Baker will have a meeting as soon as they meet. ( F )Task 2 Listen again and complete the conversation.A: Mr. Baker, this is Mr. Zhao, sales Manager of our company.B: Good afternoon, Mr. Baker. Welcome to our company .C: Good afternoon, Mr. Zhao. It was nice of you to send your man to the airportto meet me.B: I ’m sorry I couldn ’t meet you myself . Here is my card. C: Thank you. Here is mine . B: I hope you ’ll enjoy your stay here. C: I ’m sure I will.B: First let ’s have some coffee , shall we? C: Sounds like a good idea.Task 3 Learn the useful sentences and practise with your partner. (omitted)1. This is2. Let ’s shall we?Task 4 Role play. A — A foreign customerB — A Manager of a Chinese company B meets A at his office.This part is given to the students as their homework.1-4 Practice1. Listen and complete the sentences.(1) It ’s very kind of you to come and meet at the airport . (2) I had a few hours ’ sleep and the service was very good. (3) Our general manager will host for you this evening.(4) Mr. Black, may I introduce my colleague Miss Zhang Shan? (5) It ’s been a long time since last time we met.(6) We hope we’ll be able to show you around .(7) It was nice of you to send your man to the airport to meet me .(8) Would you like to take a stroll around our factory, Mr. Baker?(9) I’d also like to talk with some of your workers if possible .(10) I’m sorry I couldn’t meet you myself .2. Listen to the conversations and choose the best answers to the followingquestions.(1) Where does Mr. Smith come from?A. New York.B. London.C. Los Angeles.(2) What are they going to do?A. Have some tea.B. Have a talk.C. Have some coffee.(3) Who met Mr. Baker at the airport?A. Mr. Zhao.B. Nobody.C.Someone from Mr. Zhao’s company.(4) When was the last time they met?A. One year ago.B. Two years ago .C. Three years ago.(5) How many times has the second speaker been to China?A. Only once.B. Several times.C. He has never been to China.3. Translate the phrases.(1) 总经理general manager(2) 散步take a stroll(3) 市场部经理marketing manager(4) 销售部经理sales manager(5) 在飞机（车、船）上on board4. Complete the following sentences.(1) Our General Manager will hold a dinner for you （为您举行一个晚宴）this evening.(2) I’m sorry I couldn’t meet you myself （亲自接您）.(3) Mr. Baker, this is Mr. Zhao （这是赵先生）, Sales Manager of our company.(4) I’ve heard a lot about you （久仰大名）.(5) I had a few hours’ sleep and the service on board was very good （飞机上的服务很好）.(6) I’ll put you up at the lobby （在大厅接您）at 6 p.m.(7) Let me help you with your luggage （帮您拿行李）.(8) Mr. Black, you must be very tired （一定很累）after such a long trip.(9) It’s been a long time since last time we met （自从我们上次见面）.(10) I hope you’ll enjoy your stay here/have a pleasant time here （在这儿住得愉快）.5. Choose the right sentences from (1) to (6) to complete the conversation.A: Good Morning, Mr. Black. Welcome back to Qingdao.B: ___________6__________ Thank you for meeting me here.A: My pleasure. __________3__________B: Very well, thank you. And you?A: Can’t be better.B: I’m glad to hear that.A: __________5_______________B: Very nice. The service of CAAC is superb.A: ____________1____________ Oh, let me help you with your baggage.B: Thank you. ____________4____________It’s been a long time since last time we met, er…more than two years. Time flies, you know!A: Yes, and Qingdao has changed a lot ever since. In fact, Qingdao is changing every day. _____________2_______________B: Thank you.（1）Thank you for saying so.（2）I hope we’ll be able to show you around.（3）How are you doing?（4）I can manage all right.（5）How was your flight?（6）How nice to see you again, Ms. Lin!。

外教社新世纪中职英语Unit 1 Meeting People(部分练习及答案)Part one ListeningⅠ.listen and fill in the blanks with what you have heard.1. Y ou haven’t changed at all since __________.2. I’d ________ to meet my cousin, Henry.3. Michael and Mary have just ________ in Shanghai.4. It’s a ________, isn’t it.5. How’s ________ going with your company.6. It’s ________ of you to say that.7. How is your ________ from London to Beijing.8. I feel much better after a few day’s ________.9. Let me ________ you to some of my colleagues.10. I want to know how much it ________ to study at an English university for a year.Part two SpeakingComplete each conversation with the best choice1. A: It’s been a long time since we met in London. How are you?B: ________ Thank you for asking.a. How are youb. Where have you been all this time?c. I’m reasonably well.2. A: Lovely day, isn’t it? How are you guys doing?B: ________ Thank you. How are you?a. Y es, it’s a beautiful dayb. We’re all finec. Y es, it’s a lovely day, and we’re all fine3. A: ________ Qian Lin.B: Me, too.a. How do you do?b. I’m feeling pretty good,c. Nice to meet you.4. A: Mark, may I introduce Ms. Johnson, our principal?B: Sure.________a. Mark Robertson. How do you do?b. Y ou mayc. It’s my pleasure5. A: ________ , Li Y ong?.B: Well, I .suppose I shouldn’t complain on a lovely day like this.a. How do you dob. How are you todayc. Isn’t it a nice dayPart three GrammarComplete each sentence with the best choice1. Tom ________ his parents in San Diego once a month.a. visitb. missesc. see2. ________ everything going well with you there?a. Hasb. Isc. How’s3. She ________ exactly the same as when we last saw her.a. lookedb. looksc. appeared4. David would ________ you to meet his uncle.a. likesb. likec. introduce5. Most people get to know each other after they ________a. introduce themselvesb. are introducedc. introduce them6. He ________ to meet his wife’s nephew.a. pleasedb. pleasesc. is pleased7. As soon as they enter the garden, they ________ by a smiling young lady.a. are greetedb. were greetedc. are greeting8. He will not leave the airport until he ________a. picks you upb. will pick you upc. is picking you up9. He never goes home until he ________ all his homework.a. finishedb. has finishedc. is finished10. She jumps with joy when she ________ her mother again.a. seesb. will seec. is seeingPart four VocabularyComplete each sentence with the best choice1. She is likely to all kinds of people.a. greetb. meetc. introduce2. David and his family are in Parisa. on holidayb. doing a tripc. having an excursion3. His parents both at the University Birmingham.a. professorsb. biologistsc. lawyers4. He is running a company together with .a. an assistantb. a policemanc. a business partner5. We all the flight Beijing.a. are excited byb. welcomec. look forward to6. My father plans to study after he retires.a. biologyb. lawc. gardening.7. My parents have promised to pay for the for him but not the rest.a. flight b .tuition c. food and accommodation8. Studying in the U.S.A. helped him to much of the pain he suffered when he was childa. rememberb. explainc. forget9. Students ________ teachers with a sense of humour.a. welcomeb. introduce themselves toc. look forward to10. Pretty women will do everything to make you believe that they are whenyou saw them last.a. same asb. highly similar toc. exactly the same asPart five Reading comprehensionRead the passages. Then choose the best answer to each of the question that follow.Passage 1Michelle is a shy student. At the mere idea of meeting people, her face flushes with red. She sits in a corner in classroom during. When she comes home, she quickly locks herself up in her bedroom. She likes music but she prefesrs to have it all byherself in her room. She enjoys reading books and feels perfectly comfortable in the world of imagination. But she hates to go to the library. The sight and sound of people packed in one reading room drives her mad. S he doesn’t want to meet people！More than once, she has dreamed of herself standing on stage and being laughed at by the crowd in front of her. When she wakes up in perspiration（汗水）, she sighs,＂W hy can’t I sleep without these nightmares?＂1.Every time Michelle thinks of having to meet people.a.she goes home and locks herself up in her bedroomb.she sits in a corner of her classroomc.she goes red in her face2. Michelle does not like ________.a. going to concertsb. singingc. chamber music(室内乐)3. She enjoys reading books ________.a. in her bedroomb. in the libraryc. in the bookshop4. In her dreams, Michelle often finds herself ________.a. in perspirationb. being laughed at by a crowdc. standing on stage and laughing5. Michelle hates her nightmares because ________a. she is afraid of ghostsb. she doesn’t like performing for a crowdc. she is afraid of meeting peoplePassage 2It is a strange evening. Guests arrive and they merge into the crowd after brief exchanges of hushed(低声的) greeting. Drinks are passed around in a strange silence. Occasionally, someone laughs but he or she is quickly stared down. “Ladies and gentlemen,”Mr. Harris suddenly emerges from a side entrance and announces, “please let me introduce to you our most distinguished(尊贵的) guest of tonight—the Prime Minister. In the midst of a busy life, Mr. Evans has been most obliging(亲切的) by being with us here today. May I invite you to join me in thanking His Excellency(阁下) for his time and for the honor.” The crowd claps. “But where is the Prime Minister?”someone murmurs. The question is quickly picked up. Soon the floor is full of it. All eyes look in Mr. Harris’s direction. Mr. Harris, however, is not bothered(气恼的). He slowly puts on a smiling mask(面具) of the PM and begins to shake people’s hands.6. At the evening party, people ________.a. don’t offer greeting to one anotherb. greet one another briefly and quietlyc. are not allowed to talk to one another7. Mr. Harris’s entrance ________.a. feels strange and abruptb. is typical of that of a hostc. is intended to frighten people8. The most important guest of the evening is introduced as ________.a. a busy and honorable manb. an excellent manc. a proud man9. The crowd ________.a. sees the PM and claps to thank him for his comingb. find the PM on the groundc. can’t find the PM anywhere10. The Prime Minister ________.a. hides himself behind a maskb. is not at the party at allc. shakes hands with people behind a smiling maskPart six TranslationTranslate the Chinese sentences into English1. 我想介绍你认识这位我常跟你说起的艺术家。