【正文】 is any.1) Good afternoon. Information Desk. Is there anything I can do for you?2) What seems to be the problem, sir?3) What information would you like to get?4) Would you like to book an airline ticket?5) Shall we get a taxi for you?6) The weather will be very good tomorrow. Have a nice tour!7) The Summer Palace is not far away from here. You’d better take a taxi there.8) You can a subway train there. It’s very convenient.9) The local cuisine here is Sichuan cuisine. It’s tasty.10) If you want to send an , you can do it in your room or go to the business center.11) OK. I’ll do it for you right away.12) Would you like to leave a message for your friend?13) I’ll stick the stamp and sent it for you.14) Not at all. You are always wele.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs.(first volunteer, then call the students’ numbers)2. Do some explanations if necessary and then let the students practice the difficult sentences after the teacher.3. Act out the dialogues in front of classes in pairs. (first volunteer, then call the students’ numbers)Step IV Role play. (20minutes)1. First, the teacher would require the students to make dialogues according to the following given situation. The students are given 10 minutes to make the dialogue in pairs.Situation: A guest es to the Information Desk to ask something about shopping. He wants to buy some typical Chinese products as gifts. Try to introduce correct information and give him directions.2. The teacher would ask some pairs to act out their dialogue in front of the class.3. Give ments and advices to improve the students’ dialogues.Step V Homework assignment16. Finish Exercise II, III, IV in the textbook.17. Learn the sentence patterns by heart and practice the dialogues.18. Preview the new unit.Period: 2Content：Workshop 1Unit 7 ComplaintsTeaching aims: familiar with the terms and useful phrases about handling plaints. sentence patterns skillfully in working situations.3 Making situational dialogues fluently.4. Grasp some knowledge about handling plaints.Teaching focus: 1. Sentence patterns in handling the guests’ plaints.2. Practice the sample dialogues and make situational dialogues.Teaching difficulties: 1. To read the conversations fluently 2. To make situational dialogues with the sentence patternsTeaching methods: interaction teaching methods, situation teaching methodsTeaching procedures:The first lessonStep I: Leadin. (10 minutes)1. The teacher would invite some students to talk about some skills in dealing with the guests’ plaints.2. In the end, the teacher would summarize the students’ answers so as to give them a clearer and better understanding of how to deal with the guests’ plaints.l Misunderstandings at the Front DeskChecking the factsExplaining hotel policiesSolving the probleml How to deal with plaints?Right attitudeSteps to deal with plaintsThe importancel All is a messApologize Taking actionsStep II learn the new words and sentence patterns. (35minutes)1. The teacher would ask the student to read the new words and the following sentence patterns in Part 2 in the textbook. The teacher would explain the difficult points to the students if there is any.1) I am terribly/ awfully sorry.2) I’m awfully sorry for my carelessness.3) What’s the trouble, sir?4) Receptionist, I’d like to make a plaint.5) Can you change my room for me? It’s too noisy.6) Please accept my apology on behalf of the hotel.7) Could you attend to this matter immediately?8) I’m terribly sorry. I’ll attend to it at once.9) I am sorry to have caused you so much trouble.10) Would you mind ing with me to my office and tell me exactly what happened there, Madam?11) I’m sorry. It is the policy of the hotel. I hope you will understand.12) No problem, sir. We’ll manage it.13) we will look into the matter immediately. Thank you for telling me.14) I’ll make a note of that. Everything will be taken care of.15) I understand how you feel and we’ll try our best to help you.16) Sorry, madam. I’ll solve the problem for you as soon as possible.17) I am afraid you have misunderstood what I said. Perhaps I can explain it again.18) I assure you it won’t happen again.19) Just give us another chance and you will find everything will be right again the next time you go to the restaurant.20) If there is anything more you need, please let us know.21) I promise to attend to the matter immediately.22) There must be some misunderstandings.23) Can you tell me what the matter is?24) thank you for bringing this matter to our attention.25) The worst thing is that the water closet is clogged and when I flushed it, it ran over.26) My diamond necklace has been stolen. It is worth $4,500. it must have been stolen by one of your maids that took it. I want my diamond necklace back.27) Managers should be responsible for customers and deal with it personally if anything goes wrong.2. The students are given five minutes to read the words and sentences by themselves and inquire the teacher or other students if meeting any difficulty in pronouncing or understanding.3. The teacher would ask the students to read the words and sentences by volunteering or picking their numbers at random.The second periodStep III: Practice the sample dialogues in the textbook. (25 minutes)1. Ask the students to read aloud the dialogues in pairs. (First volunteer, and then call the students’ numbers)2. Do