2Teaching & Learning Objectives To enable Ss to talk about “Travel”To familiarize Ss with language about “Travel”To practice reading & listening skillsTo work out solutions to the case study taskTo practise writing an
3Overview Starting up Reading 1. Free flight offer 2. Air rage Language reviewWillSkillsMaking arrangement on the telephoneListeningBusiness travellers’ problemsCase studyThe team-building seminar
4Quotation‘Travellers are always discovers, especially those who travel by air. There are no signposts in the sky that a man has passed this way before.’---- Anne Morrow Lindbergh, American writersignpost n. a sign on a road showing directions and distances 路标
6Anne Morrow Lindbergh Born: 6/22/1906 Birthplace: Englewood, New JerseyDied: Passumpsic, Vermont, 2/7/2001Known in her own right as a writer, she was also co-pilot and navigator for her husband, Charles Lindbergh. The couple met when Anne’s father was ambassador to Mexico when Lindbergh came to visit and took the family on sight-seeing flights. Under her husband’s tutelage, Anne earned her pilot’s license in 1931.
7Anne Morrow LindberghIn the wake of (随着…而来）the media feeding frenzy (a statement of uncontrolled excitement or emotion) that accompanied the kidnapping and murder of the couple’s twenty-month old son in 1932, they took on a five-month project of flying around the world to survey the proper airlines for transatlantic flights. She wrote and published books about their journeys. One of her most notable books, A Gift from the Sea (1955), reflects on the meaning of a woman’s life. She continued to write and to add to her growing list of publications until her death in 2001.
8Anne Morrow Lindbergh Quotes Arranging a bowl of flowers in the morning can give a sense of quiet in a crowded day—like writing a poem or saying a prayer.By and large, mothers and housewives are the only workers who do not have regular time off. They are the great vacationless class.Don’t wish me happiness—I don’t expect to be happy it’s gotten beyond that, somehow. Wish me courage and strength and a sense of humor—I will need them all.For happiness one needs security, but joy can spring like a flower even from the cliffs of despair.
9Anne Morrow Lindbergh Quotes For sleep, one needs endless depths of blackness to sink into; daylight is too shallow, it will not cover one.Good communication is as stimulating as black coffee, and just as hard to sleep after.Grief can’t be shared. Everyone carries it alone. His own burden in his own way.I believe that what woman resents is not so much giving herself in pieces as giving herself purposelessly.
10Anne Morrow Lindbergh Quotes I do not believe that sheer suffering teaches. If suffering alone taught, all the world would be wise, since everyone suffers. To suffering must be added mourning, understanding, patience, love, openness and the willingness to remain vulnerable.I feel we are all islands—in a common sea.I must write it all out, at any cost. Writing is thinking. It is more than living, for it is being conscious of living.Life is a gift, given in trust—like a child.
11Anne Morrow Lindbergh Quotes It takes as much courage to have tried and failed as it does to have tried and succeeded.Men kick friendship around like a football, but it doesn’t seem to crack. Women treat it like glass and it goes to pieces.One can never pay in gratitude: one can only pay ‘in kind’ somewhere else in life.One cannot collect all the beautiful shells on the beach. One can collect only a few, and they are more beautiful if they are few.
12Anne Morrow Lindbergh Quotes The most exhausting thing in life is being insincere.The sea does not reward those who are too anxious, too greedy, or too impatient. One should lie empty, open, choiceless as a beach - waiting for a gift from the sea.To give without any reward, or any notice, has a special quality of its own.Only in growth, reform, and change, paradoxically enough, is true security to be found.
13Starting up A. Answer the following questions. How often do you travel by air, rail, underground, road and sea?What do you enjoy about traveling? What don’t you enjoy?If you are travel to Beijing next week, what kind of transport do you choose? Train, bus or plane? Why?
14Starting up diversions jet lag long queues at check-in B. Which of these things irritate you the most when flying? Rank them in order of most and least irritating.diversions jet laglong queues at check-insitting next to someone who talks non-stopbad weather bad foodstrikes sitting next to childrencancellations not enough roomno trolleys availabledirty toilets overbookinglost or delayed luggage
15Starting up C. Which word in each pair is American English? British EnglishAmerican Englishpetrollorrycar parkholidaytaxiluggagereturntubesteward/stewardessmotorwayqueuetimetablegasolinetruckparking lotvacationcabbaggageround tripsubwayflight attendantfreewaylineschedule
16Reading 1: Free flight offer Read a letter sent as part of a promotion by Emirates Airlines， practise extracting information and revise countable and uncountable nouns.
17Emirates flies to more than 90 destinations worldwide. Emirates AirlineEmirates flies to more than 90 destinations worldwide.
18Emirates AirlineDubai（迪拜）based Emirates Airline is one of the fastest growing airlines in the world and has received more than 300 international awards for excellence since its launch in Emirates now takes you to more than 80 destinations in Europe, the Middle East, the Far East, Africa, Asia, Australasia and North America.
19Emirates AirlineLaunched on 25th October 1985, Emirates is the international airline of the United Arab Emirates, based in Dubai. Initially flying with two leased (租赁的) aircraft – a Boeing 737 and an Airbus 300 B4 – Emirates has evolved into a globally influential travel and tourism conglomerate (大型联合企业) in just a few short years. Wholly owned by the Government of Dubai, the airline has had to develop and expand in order to stay ahead of the competition, made all the more fierce by Dubai’s continuing open skies policy – a policy wholly supported by the airline. Emirates’ aim is to develop Dubai into a comprehensive aviation hub that will ultimately serve as an important global longhaul（长途飞行/运输的） hub（枢纽）.
20Reading 1: Free flight offer A. Read the letter by Emirates Airlines and answer the questions.What is the purpose of the letter?What incentive is the company offering if you fill in the questionnaire?What conditions is attached to the letter?Why do companies run this type of promotion?
21Reading 1: Free flight offer 1. What is the purpose of the letter?To gather information about Emirates’ existing customers.2. What incentive is the company offering if you fill in the questionnaire?A free Economy ticket flight voucher.
22incentive n. sth that encourages a person to work harder, produce more or spend more money 激励 ,刺激, 鼓励voucher n. a printed piece of paper that can be used instead of money to pay for sth, or that allows one to pay less than the usual price 代币券,优惠券
23Reading 1: Free flight offer 3. What conditions is attached to the letter?You must take a First or Business Class trip with Emirates before July this year.4. Why do companies run this type of promotion?To encourage people to respond.
24Reading 1: Free flight offer B. Countable (C) or uncountable (U)?research Uquestionnaire Caccommodation Ulocation Cnetwork Cinformation U
25Reading 1: Free flight offer C. Correct the mistakes in the use of countableand uncountable nouns.Alpha Airlines flies to an extensive network of major destinations. We need informations from you. Help us with our researches by filling in two questionnaires and you will be entered into a prize draw for a trip for two people including seven nights’ luxury hotel accommodations in one of three exotic locations.
26Language review: WillRead the leaflet sent with the Emirates letter and find seven places where will needs to be added.
27A service designed for the business traveller As regular business traveller we need you to tell us about your views, requirements and habits in terms of business travel.This information will help us to shape and refine our service in the future. Your feedback will also allow us to update our records and ensure that any special offers or information we send about Emirates in the future will be of genuine relevance to you.So by picking up a pen and filling in the attached questionnaire, you will be doing us a great favour too.
28Be sending off the attached questionnaire you could be jetting off to the Far East. All completed questionnaires received by 22 January will be entered in a free prize draw. The winner will enjoy an Emirates Business Class trip to Singapore, Hong Kong or Bangkok for two people, including seven nights’ luxury hotel accommodation.There’s another excellent reason for completing our questionnaire. We will thank everyone who responds by sending them a voucher entitling them to a free Economy Class ticket for every Emirates First or Business Class flight they take between February and June this year.
29Skills: Making arrangements on the telephone A. Useful LanguageMaking arrangementsCould we meet on Monday at 10.30?Are you free sometime next week?How about next Friday?What about April 10th?Would Wednesday at 2 pm suit you?Is convenient?
30Skills: Making arrangements on the telephone Changing arrangementsI’m afraid I can’t come on Friday/then.We’ve got an appointment for 11.00, but I’m afraidsomething’s come up.Could we fix another time?RespondingThat’ll be fine.That’s OK.No sorry, I can’t make it then.My diary’s rather full that day/week.Sorry, I’ve already got an appointment at that time.
31Skills: Making arrangements on the telephone B. Philippa Knight, Sales Director at The Fashion Group in New York, makes two calls to Maria Bonetti, a fashion buyer in London. Listen to find the purpose and result of each call.
32Skills: Making arrangements on the telephone 3.1The caller (Philippa Knight) phones Maria Bonetti to make an appointment to see her in London next week. The appointment is fixed for Wednesday at 2 pm.3.2Philippa Knight calls Maria Bonetti to reschedule their meeting because her plane has been delayed. Maria Bonetti’s phone is engaged when she rings so she leaves a message.
33Skills: Making arrangements on the telephone C. Listen to the first call again and complete the extract.K: I’m calling because I’ll be in London next week and ______________________________ you. I want to tell you about our new collection.B: Great. What ________________? I’m fairly free next week, I think.K: ____________________? In the afternoon? Could ___________ then?B: Let me look now. Let ________________. Yes, that’d be no problem at all. ___________ two o’clock? Is that OK?I’d like to make an appointment to seeday would suit youHow about Wednesdayyou make itme check my diaryWhat about
34Skills: Making arrangements on the telephone D. Listen to the second call again and complete the extract.R: Thank you. I’m putting you through. Hello, I’m afraid she’s engaged at the moment. ______________ or can I take a message.K: I’ll leave a message please. The thing is, I should be meeting Ms Bonnetti at 2 pm, ________________________. My plane was delayed, and I’ve got to reschedule my appointments. If possible, ____________________ tomorrow. ____________ in the morning. _______________________ here at the hotel, please.R: Certainly. What’s the number, please?B: It’s ________________.Will you holdBut something’s come upI’d like to meet herPreferablyCould she call me back
35Skills: Making arrangements on the telephone E. Role play these two telephone situations.1. One of you is a company employee who has arranged to meet a colleague from one of your subsidiaries. Explain that you cannot keep the appointment, and give a reason. Suggest an alternative time.2. You are on a business trip and you wan to stay an extra day. Telephone the airline office to arrange a different flight.
36Reading 2: Air rageThe article “Passengers behaving badly” discusses some of the ways abusive and violent passengers can create problems for airlines. Read the article and do the exercises.
37Reading 2: Air rage Answer the questions before reading the article. 1. In what way do people behave badly when flying?2. Have you ever seen or heard about someone misbehaving on a plane? What happened?
38Reading 2: Air rageB. Skim and scan the article to find two examples of passengers behaving badly.A business shot out the front tyres of a plane on the runway.A 70-year-old hit a steward because there was no more steak.
39Reading 2: Air rage abusive a. rude, offensive and insulting verbal a. relating to or in the form of wordsassault n. a violent verbal or physical attackfrustrate v. cause (someone) to feel dissatisfied or unfulfilledstorm v. move angrily or forcefully in a specified directioncompel v. force or oblige to do somethingadrenaline n. 肾上腺素cramped a. uncomfortably small or crowdedlet rip: to speak or behave violently or emotionally or without restraintseptuagenarian n. a person who is between 70 and 79 years olddown to: be attributable to (a factor); be the responsibility of
40Reading 2: Air rageC. Which reasons are given in the article for passengers behaving badly？Flights don’t leave on time.Passengers don’t feel safe.Airline staff don’t put the customer first.Flight attendants aren’t polite.Some terminals are too crowded.Passengers feel worried and nervous.The airline food is poor quality.Some passengers get drunk.Some airlines don’t have no-smoking policies.Passengers don’t respect authority.Key156810
41Reading 2: Air rage D. Countable (C) or uncountable (U)? staff U luggage Ustress Cpassenger Ccrew Csteward Calcohol Utravel Cwork U + C
42Listening: Business travelers’ problems Listen to an interview with David Creith, the Customer Service Teaching Manager for British Airways. Practice predicting, listening for information and understanding.
43Listening: Business travelers’ problems A. David Creith is talking about the problems he has to solve for the business travelers. Predict what the problems might be and listen to the first part to find the answer.
44Listening: Business travelers’ problems Seating requests: a lot of business travellers have specific and exact seating requestsDowngrading: where passengers are moved to a lower class seat than they have booked and paid for because the airline have over-sold seatsUpgrades: where passengers request a better class seat than they have booked and paid forBaggage: going astray (being lost) or getting damaged
45Listening: Business travelers’ problems B. Listen again to the first part of the interview and answer the questions.David Creith is the Customer Service Teaching Manager:a) for which airlineb) at which terminalc) at which airport2. Some people want:a) ______________ b) ______________c) to sit next to their colleagueBritish AirwaysTerminal 4London Heathrowan aislea window
46Listening: Business travelers’ problems 3. Why is it no possible to give everyone the seat they want?Sometimes the aircraft being fully booked.4. Why do airlines have to oversell flights?Because of commercial pressure.5. Who are Gold Card holders?Passengers on BA’s frequent flights scheme.6. What do Gold Card holders often ask for?A seat upgrade.
47Listening: Business travelers’ problems C. In the second part of the interview David Creith talks about how he deals with telephone complaints. Listen and complete the chart.
48Listen very carefullyFind __________________________Example: _______________________________ by ____________________________________Not caused by ________________________Make sure it doesn’t ___________Offer an ___________ if required
49Find the actual cause of the complaint Example: delayed flight Listen very carefullyFind the actual cause of the complaintExample: delayed flightNot caused by the airline/British Airwayscaused by the airline/British AirwaysMake sure it doesn’t happen againOffer an apology if required
50Case study: The Team-building seminar BackgroundIDPcomputer software companyLos Angeleswhere IDP is based20the number of senior managers attending the seminarViennathe venue of the seminarFournumber of European participants who will be making their own arrangementsFridaystart of the seminarSundayend of the seminar
51AssignmentWritingAs Head of Corporate Travel at Universal Airlines, write an to the manager of the hotel chosen for the team-building seminar. Confirm the booking, giving details of the number of participants, arrival and departure times, meals, equipment and any other special requirements.