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项目(任Irregular PassengersService务)授课班级授课教师地点课时/累计审批/日期讲授知识目标能力(技能)目标Useful expressionsfor irregularHow todo service for irregular教学目标passengers passengers.重点Services forirregular passengers:compensation,refund,etc.重难难点点及解Irregular passengers:overbooked,no-shows决方法解决方法学生练习以及教师讲解能力训练Group work:role-play:How todo theserviceforirregular flightpassengers任务及案例教学过程设计StepA:This isChina EasternAirlines Booking Office.B:T dlike to_on Flight CA981on January31th.A:.C:John Smith.A:Do youwant a,or ticketB:Economy ticket.A:OK.We stillhave someseats onthat flight._orB:A return ticket backto Beijing.A:Good.Now r11repeat yourreservation.Ive confirmedone economyclass seaton FlightCA981leaving Beijingfor NewYork onJan.31th.That5s areturnticket.Is thatcorrectB:Yes.Thank you.What canI dofor youmakea reservationMayI knowyour namefirstclassbusiness classeconomyclassone-wayReturnStep2Match thepictures withthe shortconversations answers5A.S:What canI dofor youP:I wantto reservea ticket.B.P:Can youtell mewhere isthetoilet S:This wayplease.c.P:Hi.Whenwill theFlightCA1573arrive S:About14:
00.D.P:Hello,lady.I wantto buya ticketto Beijingfor thisafternoon.S:Please waitfora while.
①B
②C
③A
④DStep3Make updialogues1讲解情景模拟中涉及到的语言点15-202教师示范服务过程253学生了解对话内容,并且分组以及为情景表演准备表演稿301Robert Leewants tobook twoone-way economyclass seatsfrom Beijingto SanFrancisco.He startshis journeynext Wednesday.So hecalls toChina SouthernBooking Officetomake hisreservation.2Lily wantsto goto Sanyafor travailing withher friendsinwinter holidays.She刊has madean economyclass seaton FlightCA4454on January10to Sanya.Butone waynowshe cant gothere becauseof healthproblems.So shecomes tothe ticketoffice torefundher ticket.3Mr.Smith hasmade tworeservations onFlightCA925to Beijingnext Wednesdaywithhis wife.But hehas tostay herefor3more daysnow becauseof asudden taskfrom hisboss.So hecalls toAir ChinaBookingOfficeto rescheduletheir flights.。