旅游英语2unit14

Background Knowledge
Tourism complaint is a common phenomenon in tourism activities. Tourism complaint is that tourists and overseas travபைடு நூலகம்ling salesmen, domestic tourism operators and others make a complaint about the damage to the legitimate standards of tourism operators and related services units in order to safeguard their own legitimate rights of the tourism, in writing or orally request of Listening handling the complaints to the tourism administration departments.
B．The complainant type （被投诉者类别） 1. Travel agencies （旅行社） 2. Hotels （饭店） 3. Dining （餐饮） Listening 3. Interesting places （景点） 4. Shopping （购物） 5. Transportation （交通）
Passage 1
Traveler’s Cheques
Listening
Reading
Travelers’ Checks
a. Decide whether the following statements are true(T) or false(F): F • 1. _____ Travellers’ cheques cannot be lost or stolen. F • 2. ______ You must always order travellers’ cheques. F • 3. ______ You pay twice for travellers’ cheques. F • 4. ______ You must sign each cheque twice. Listening T • 5. ______ You must keep a record of your cheques.
Reading Travelers’ Checks • b. Translate the expressions into Chinese or English.
• 1. ____ Frank lives in room 158. F • 2. _T Frank wants to change a room at first. __ T • 3. ____ There is something wrong with that aircondition. Listening • 4. ____ The assistant manager will send a repairman to T check that air-condition at once. F • 5. ____ At last Frank doesn’t want to change his room.
Listening
Practical Materials
Dialogue 2 • a. Listen to Dialogue 2 and decide whether each of the following sentences is true (T) or false (F).
• 1. T The conversation happened on the phone. • 2. F The madam will live in the room 490. • 3. F The madam isn’t satisfied with five items in the room. • 4. F The room is untidy because the housemaid is Listening too lazy to clean the room. • 5. T The last solution is to change another room for the madam.
Listening
Practical Materials
• c. Listen to the dialogue again and supply the missing words. • 1. My child was woken up several times by the heat the bad air-condition made. • 2. I’m awfully sorry, sir. • 3. The American & Chinese Face-to-Face Education Delegation will be leaving tomorrow morning. Listening a cool suite • 4. I hope we’ll be able to enjoy our stay in tomorrow evening and have a sound sleep. • 5. Be sure. Ill make a note of that.
Listening
Practical Materials
Dialogue 3 • Listen to Dialogue 3 and answer the following questions 1. Why did they insist on changing their room? Bad-quality insolation from construction noises outside. 2. What was the room number that they moved to? 8736. 3. What was the conditions for the room they moved to? It's on the sunny side with a big balcony and it's pretty quiet room. 4. Who would give them the help to move the luggage? Listening A porter. 5. Are the couple satisfied with the service? Yes.
（其它）
• 6. The other
Listening
Practical Materials
Dialogue 1 • a. Listen to Dialogue One and decide whether each of the following sentences is true (T) or false (F).
Listening
• b. Listen to the dialogue and answer these questions.
• 1. When does the conversation happen? • In the morning. • 2. How does the madam feel when she has entered into her room? • She is simply shocked. • 3. Which is the worst thing in the madam’s opinion? • There are ants in her room. • 4. Whom will be sent to the room and help the madam Listening with her luggage? • A porter. • 5. What does the madam think about the last solution? • It sounds like a reasonable solution.
Background Knowledge
• • • • • • • • • • • • A．Complaints category 1. Complaints of domestic tourism 2. Outbound tourism complaints 3. Inbound tourism complaints （投诉者类别） （国内旅游投诉） （出境旅游投诉） （入境旅游投诉）
Listening
Practical Materials
• b. Listen to the dialogue and answer these questions.
• 1. What’s the guest’s name? • Frank. • 2. Who was woken up several times by the heat the bad aircondition made? • Frank’s child. • 3. Do you know the phrase “She said it was too much for her”? • It means that she couldn’t bear it. Listening • 4. Do they have a spare room for Frank today? • No. • 5. Do you know the phrase “have a sound sleep”? • It means have a good sleep.
Unit 13 Settling complaints 解决投诉
Listening
Unit Objectives
• After learning this unit, you should understand what is the definition and classification of complaints; • master the basic words and expressions about settling complaints; • get some background information about tourism complaints; • find ways to improve your writing skills about replying letters of complaints; • be familiar with the UK Travel Industry and the process of settling complaints.
Practical Materials
Listening
Practical Materials
• c. Listen to the dialogue again and supply the missing words. • 1. I’m simply shocked to find the room in such an I intolerable condition . • 2. First the room is so dirty and has a bad smell . • 3. And the pillow hasn’t been changed . • 4. Then the faucet is always dripping in the Listening washroom. • 5. Oh, dear, we are terribly sorryfor all this mess.