职中英语book3重点

Unit1 He decided to have a big christmas party
(番外篇)
Go Christmas Caroling
Caroling is one of the all-time favorite activites for Christmas parties. People print copies of traditional holiday songs and pass them out, make some phone calls to nursing homes, senior citizen center, veteran’s homes or homeless shelters to set up an appointment. They often welcome carolers and it will sprend some Christmas joy.
Have a gift Exchange
Every loves to exchange gifts at christmas parties. Set a price limit and advise guests that wish to participate to bring gifts according to the theme you set. Generic decorations, gag gifts etc.
Trim the tree
Take the opportunity to provide a festive activity and at the same time, getting much-needed help for christmas decorating. Consider stringing homemade popcorn and using original decorations. It’s great fun in the classroom or office too.
Deck the Halls
This works great with family parties. Recruit all family members to help you decorate your house for Christmas. Make a party out of it and have some tasty snacks on hand to reward their assistance.
节目单常用词语：
民间舞蹈 folk dance 民歌 folk song 诗词朗诵 recitation芭蕾 ballet 独唱 solo 短句 skit 京剧 Beijing Opera相声 comic dialogue 杂技 acrobatics车技 trick-cycling
（words & expressions）
Unit2
How to open a savings account?
Dialogue
1.keep sb/sth doing “让某人/某物持续做某事”
eg. They keep the traffic running smoothly.
The funny story kept us all laughing.
2. show sb sth “向某人出示某物”
I’ll show you the book later.
Show me what you are in your bag.
3. fill in “填写表格”
Fill in the blanks with proper words.
Please fill in this form, giving your name, age and address.
4. provide sb with sth “为某人提供某物”
We provided them with rooms.
The government provided them delicious food.
The teacher provided us with many novels to read.
Text
1. offer
★某某得到了BMW公司offer”这一类的谈话，offer，用于外企环境，就是在证明你被录用了.offer letter:录用信，录用通知.
★Offer,名词，表示愿做某事或给予某物(后接of / to do sth)
Thank you for your kind offer of helping me.
= Thank you for your kind offer to help me. 谢谢你提供的帮助。

★Offer，动词，有“(主动)拿给，给予”的意思，相当于give，后可接名词或代词作宾语，也可接双宾语，即offer sb sth =offer sth to sb，如:
The young man offered the old man his own seat on the bus.
那个年轻人在公共汽车上将自己的座位让给了那个老人。

Many people willingly offered their blood. 很多人自愿献血。

No food was offered at the party. 聚会时没有提供食品。

2. very
She likes Beethoven very much. 她很喜欢贝多芬的作品。

It is very unwise for the girl to marry him. 这女孩嫁给他是很不明智的。

London is a very cosmopolitan city. 伦敦完全是个国际大城市。

They sat in the very same seat. 他们就坐在同一个座位上。

It's just the very thing I have been wanting. 这恰好是我一直想要的。

It seemed to him the very soul of romance.在他看来，这已经是真正的罗曼蒂克了。

You need to be at the very front of the bus.你最好在公共汽车最前面。

3. Deal with “处理”
He is going to deal with the problem another day.
The government is taking actions to deal with the housing crisis.
to deal fairly with everyone
They devised proposals to deal with air pollution.
4. take care of照料爱护关心
take proper care of 适当注意
take nice care of 好好照看
take good care of 好好照看 ; 好好照顾 ; 爱护 ; 照顾好
take special care of 尤其要注意
take better care of 更好地照顾
5. round the clock “全天候” “夜以继日”
We worked round the clock to finish the job.
He sudied round the clock for his history exam.
Our factory operates round the clock on three shifts.
His parents kept a round-the-clock vigil at his bedside.
6. stand “处于某种状态或境地”
He will stand sponsor to my son. 他将做我儿子的教父。

You should stand corrected. 你应该承认错误。

I stood in an awkward position then. 那时，我的处境十分尴尬。

He stands very high in his profession.他在所从事的行业中享有很高的声誉。

7. be perfect for “对于……是十分理想的”
I found this flat is perfect for my life in Paris.……再合适不过了
You will be perfect for this job.
The weather is perfect for a garden party. 这种天气对举行游园会太合适了。

I am . he ' s . . . we are perfect for each other.是的，他……我们都很喜欢对方。

8. benefit from “从……受益” Benefit Lot From 获益匪浅
We will benefit from daily exercises.
I benefited from my mother's advice. 我受益于母亲的劝告。

We all benefited from his success. 我们从他的成功中受益。

Unit3 What courses do you offer?
Dialogue
1. offer “提供”
He offered me some tickes.
He offered me a glass of wine.他给了我一杯葡萄酒。

2. sign up “报名参加”
He was not the only one to sign up. 报名参加的不光是他一个人.
Parents decide to sign up for their children to take an extra class.父母决定为孩子报名参加一个课外班。

He has signed up for the exam.
3. register “登记、注册”
How many members have redistered in the club?
Have you registered the birth of your baby?
Unit 4 I’ll have to my cell phone replaced
（文化背景）
处理客户投诉五大技巧
1．虚心接受客户投诉，耐心倾听对方诉说。

客户只有在利益受到损害时才会投诉，作为客服人员要专心倾听，并对客户表示理解，并做好记要。

待客户叙述完后，复述其主要内容并征询客户意见，对于较小的投诉，自己能解决的应马上答复客户。

对于当时无法解答的，要做出时间承诺。

在处理过程中无论进展如何，到承诺的时间一定要给客户答复，直至问题解决。

2．设身处地，换位思考。

当接到客户投诉时，首先要有换位思考的意识。

如果是本方的失误，首先要代表公司表示道歉，并站在客户的立场上为其设计解决方案。

对问题的解决，也许有三到四套解决方案，可将自己认为最佳的一套方案提供给客户，如果客户提出异议，可再换另一套，待客户确认后再实施。

当问题解决后，至少还要有一到二次征求客户对该问题的处理意见，争取下一次的合作机会。

3．承受压力，用心去做。

当客户的利益受到损失时，着急是不可避免的，以至于会有一些过分的要求。

作为客服人员此时应能承受压力，面对客户始终面带微笑，并用专业的知识、积极的态度解决问题。

4．有理迁让，处理结果超出客户预期。

纠纷出现后要用积极的态度去处理，不应回避。

在客户联系你之前先与客户沟通，让他了解每一步进程，争取圆满解决并使最终结果超出客户的预期，让客户满意。

5．长期合作，力争双赢。

在处理投诉和纠纷的时候，一定要将长期合作、共赢、共存作为一个前提，以下技巧值得借鉴：
A、学会识别、分析问题；
B、要有宽阔的胸怀，敏捷的思维及超前的意识；
C、善于引导客户，共同寻求解决问题的方法；
D、具备本行业丰富的专业知识，随时为客户提供咨询；
E、具备财务核算意识，始终以财务的杠杆来协调收放的力度；
F、有换位思考的意识，勇于承担自己的责任；
G、处理问题时留有回旋的余地，任何时候都不要将自己置于险境；
H、处理问题的同时，要学会把握商机。

通过与对方的合作达到双方共同规避风险的共赢目的。

此外，客服人员应明白自己的职责，首先解决客户最想解决的问题，努力提升在客户心目中的地位及信任度，通过专业知识的正确运用和对公司政策在不同情况下的准确应用，最终达到客户与公司都满意的效果。

重点词汇和语句
Dialogue
1.guarantee “ 保修期”。