1. 华东师范大学出版社中等职业教育分社 Lesson 2 Peace Hotel in Shanghai

2. 华东师范大学出版社中等职业教育分社 Look and say Step 1 Key words and phrases remoteshower voucher technician

3. 华东师范大学出版社中等职业教育分社 Draw a line to link the complaints and the suitable responses. ComplaintsReponses 1. There's something wrong with my shower. 2. The towel is dirty. 3. The window is stuck. 4. I would like a newspaper in my room. 5. The TV remote doesn't work. 6. The light is too dim for reading. a. I'll get someone to open it. b. I'll get a clean one for you. c. I'll have it replaced. d. I'll fetch you a new one. e. I'll send a technician up to your room. f. If you tell me which one you read, I will have it delivered. Step 1 Key words and phrases

4. 华东师范大学出版社中等职业教育分社 Step 2 I Apologize for the Waiter's Remarks A: I’d like to speak to the customer service manager. What’s his name? B: Of course, madam. …… Look at the cartoons and try to make up a story.

5. 华东师范大学出版社中等职业教育分社 Step 2 I Apologize for the Waiter's Remarks 1. How did the customer complain? □ A. I have a complain to make about the service here. □ B. I have a complaint to make about the service here. 2. How did the manager respond to the complaint? (1) How did she say that she wanted to know what the problem was? (Select two answers.) □ A. Can you tell me what was the problem? □ B. Can you tell me what the problem was? □ C. Can you tell me which table you were sitting at? □ D. Can you tell me which is your table? (2) How did she show sympathy? □ A. I'm glad to see you. □ B. I'm sorry to hear that. (3) How did she make an apology for the problem? □ A. I will ask the waiter to apologize for his remarks. □ B. I apologize for the waiter's remarks. √ √ √ √ √

6. 华东师范大学出版社中等职业教育分社 Step 2 I Apologize for the Waiter's Remarks (4)What did she say that she would correct the situation? □ A. I will assure you that I will talk to him. □ B. I assure you that I will talk to him. (5)What did she say that she would make up for the accident? (Select two answers.) □ A. We will discuss the payment for the dry-cleaning. □ B. We will certainly pay for the jacket to be dry-cleaned. □ C. For your inconvenience, we will give you two vouchers for two people to have a drink here free of charge. □ D. For your inconvenience, we will give you two vouchers for two people to have a meal here free of charge. (6) How did she finish the conversation politely? □ A. Thank you for bringing this issue to our attention. □ B. Thank you to bring this issue to our attention. √ √ √ √

7. 华东师范大学出版社中等职业教育分社 ComplaintsProper Responses The waiter spilled soup onto my client's jacket and did not apologize. I apologize …… The bill is not correct.I am sorry …… The waiter served the fish with the shells. I am sorry …… I assure you that …… (On the phone) There is something wrong with my shower. I ’ ll send …… (On the phone) The remote doesn't work. I ’ ll fetch …… Can you respond properly to the customer's complaints?

8. 华东师范大学出版社中等职业教育分社 Pre-Reading questions ( ) 1. How old is the hotel? A. About 50 years. B. About 80 years. C. About 100 years. ( ) 2. What was its former name? A. Shanghai Hotel. B. Bund Hotel. C. Cathay Hotel. ( ) 3. Who was its first owner? A. Sassoon, an Iraqi Jew of British nationality. B. Suzuki, a wealthy Japanese businessman in the 1920's Shanghai. C. Li Ka Shing, a wealthy businessman in Hong Kong. ( ) 4. What is it famous for? A.Luxurious accommodations for important visitors to Shanghai and Old Jazz Bar. B.Modern facilities for conferences. C. Convenience for shopping. Step 3 Peace Hotel In Shanghai B C A A

9. 华东师范大学出版社中等职业教育分社 time sequence In 1929In 1949In 1956 Its locationIts originIts major features Step 3 Peace Hotel In Shanghai Its new features Can you retell the text?

10. 华东师范大学出版社中等职业教育分社 Questions 1. Where is the Peace Hotel located? 2. How was the hotel originally opened? 3. What was the hotel known for before the founding of the People's Republic of China? 4. What is the hotel famous for today?

11. 华东师范大学出版社中等职业教育分社 Complete the reply fax with the words from the box. Step 4 Language Work Dear Mr. Foo, It was with ______ that we _________ your letter regarding your sales conference here. May I point out that the menus were _________ by yourself, a month before the conference, and that your _________ had a ______ of food at each of the meals, _________ the final banquet? Under these ______________ we do not feel ________ to offer _____________, and feel sure that you will ___________ our_________. Yours sincerely, Philips Manager The Peace Hotel regret including delegates position received selected choice obliged regret circumstances compensation understand obliged selected including choicedelegates received circumstances compensationpositionunderstand

12. 华东师范大学出版社中等职业教育分社 Knowledge Check You should be able to say three things about the Peace Hotel in Shanghai. You should know the proper ways to ask for and refuse compensation.

13. 华东师范大学出版社中等职业教育分社