新职业英语视听说教程2Unit 6课件

Unit 6 Quality
Listening 1/TASK 1
New Words & Expressions
1. odd a. 奇怪的 I had rather an odd experience the other day. 前几天我有过一次非常奇怪的经历。
2. tamper v. (~ with) 拨弄；胡乱摆弄 Don’t tamper with that car. 不要乱碰那部车子。
• Skills • Learn to transfer a customer’s complaint to the manufacturer. • Be able to understand how to receive a customer’s complaint • Understand how to conduct a field investigation • Learn to analyze the root cause of a quality problem
Unit 6 Quality
1. Warming-up
Listening 1/TASK 1
A Customer’s Complaint
Suppose you work in a Customer Service Department. Discuss with your partner what qualities are needed to handle customer complaints effectively.
A Customer’s Complaint
Helen is making a complaint to Susan. Listen to the conversation and decide whether the following statements are true or false. Then write down the key words to support your answers.
☐ 3. Jenny doesn’t want to take the complaint seriously.
☐ 4. TAF will arrange to find the cause of the complaint within one week.
Unit 6 Quality
3. Intensive Listening Script
Unit 6 Quality
1. Warming-up
Listening 1/TASK 2
Complaint Transfer
Supermarkets usually settle quality complaints directly with customers, but sometimes they need to transfer complaints to the manufacturers concerned. Discuss with your partner and tick (√) those that may be appropriate reasons for transferring a complaint. 1. Ask for the manufacturer’s help to find out the cause. 2. Get compensation from the manufacturer. 3. Begin an investigation to discover who is responsible. 4. Draw the manufacturer’s attention to a problem.
Listening 1/TASK 2
Complaint Transfer
Listen to the conversation again and tick (√) the correct answer to each question. 1. Why is Jenny so surprised at the complaint? ☐ A. Because TAF has a good quality control system. ☐ B. Because Joyce Shampoo sells quite well. ☐ C. Because TAF is a very famous company. 2. What will Jenny do next? ☐ A. Ask for more details. ☐ B. Provide some explanations. ☐ C. Arrange for someone to look into the matter. 3. To whom will Jenny report the matter? ☐ A. Mr. Johnson. ☐ B. Mr. Smith. ☐ C. Frank.
Unit Unit 6 Quality 6 Quality
After studying this unit, you should be able to:
receive a quality complaint conduct an effective investigation of a quality problem take necessary corrective & preventive actions against a quality problem diagnose the root cause of a quality problem and fix it settle a quality complaint
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Period 4: Watching 2 → Speaking 2 (Task 3-4) • After Class • Unit File + Supplementary Listening + Project
Teaching Plan
• Get a general idea of the typical working situations concerning quality in an organization.
Teaching Plan
• Period 1: Listening 1 → Speaking 1 (Task 1-2)
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Unit 6 •Quality In Class
Period 2: Watching 1 → Speaking 1 (Task 3-4)
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Period 3: Listening 2 → Speaking 2 (Task 1-2)
May I have your name and telephone number, please?
True
Unit 6 Quality
3. Intensive Listening Script
Listening 1/TASK 1
A Customer’s Complaint
Listen to the conversation again and complete the following Customer Complaint Sheet for Susan. Customer Complaint Sheet Name of Customer Telephone No. Goods Involved Problem Follow-up Within Helen Smith 84791128 Shampoo One bottle contained less than 500 ml of shampoo. A week
☐ 1. TAF Sales & Marketing Department is responsible for dealing with distributors. ☐ 2. Susan thinks Jenny takes it for granted that the complaint is false.
2. I’m sorry. Please tell me about it.
3. Really? How odd. 4. ... have you brought the receipt with you? 5. It’ll take us a while to look into it because we’ll have to report back to the manufacturer. 6. May I have your name and telephone number, please?
Unit 6 Quality
2. Extensive Listening Script
Listening 1/TASK 2
Complaint Transfer
Susan is transferring the complaint to the Sales & Marketing Department of TAF. Listen to the conversation and tick (√) those statements that are true.
5. Ask the manufacturer to make improvements.
Unit 6 Quality
Listening 1/TASK 2
New Words & Expressions
1. how come…? 【美口】怎么会⋯⋯的？ How come he got the job? 他怎么会得到这个职位呢？ 2. in place 在工作；准备就绪 Please make sure you have your travel documents in place. 请确保你的旅游文件准备就绪。 3. take… seriously 认真对待⋯⋯ Do you take seriously his prediction of a government defeat? 他预计政府要受挫折，你认为这话靠得住吗？ 4. be to blame 该受责备；应承担责任 He can’t be to blame. 他不能受责备。
being friendly, being sincere · ____________________ being a good listener · ____________________ being helpful · ____________________ being thoughtful/considerate · ____________________ creative thinking/problem-solving ability · ____________________ being flexible · ____________________ positive body language · ____________________ being cooperative, being tolerant · ____________________
3. the moment 一⋯⋯（就）⋯⋯ They have been studying hard from the moment they enrolled. 从入学时起，他们就一直努力学习。
Unit 6 Quality
2. Extensive Listening Script
Listening 1/TASK 1
Unit 6 Quality
4. Language Summary 1. How can I help you?
Listening 1/TASK 1
A Customer’s Complaint
Read aloud the following sentences about receiving a complaint.
Unit 6 Quality • Knowledge
Outline
Unit 6 Quality
Part1- Listening
Part2- Watching Part32
Part4- Supplementary Material
Further Listening+ Further Watching + Fun time
1. Helen is unsatisfied with all the goods she bought from Guru.
… one bottle contained less than 500 ml of shampoo. False
2. Susan writes down Helen’s name and telephone number for future reference.