會(huì)計(jì)學(xué)1新職業(yè)英語(yǔ)新職業(yè)英語(yǔ) 職業(yè)綜合英語(yǔ)職業(yè)綜合英語(yǔ) Unit Mini-Project Writing Listening Speaking Language LabWarming -upReading BReading AtasksTask 1 :Complete the following survey form about campus canteens. Warming-upWarming-upTextTask 1Task 2Business Know-howReading APara 3Para 4Para 5Para 6Para 2Para 1Para 7Reading AI Really Want to Know Reading AReading AReading AReading AReading AReading AReading AReading AReading A Reading Ain placeReading AReading AReading AReading Ato stopHe went off driving after the accident.Reading A Youve been working all the morningI think you deserve a rest. to have earned something by good or bad actions or behaviorLast week I gained another five pounds. to increase in weight, speed, height or valueReading A This essay is admirable in all respects. having many good qualities that people respect and admireReading AEducation shouldnt be measure only by examination results. to judge the importance or value of somethingReading A It was the worst day in my entire life. whole; completeReading A We have decided to implement the presidents suggestion in full. to take action or put into practiceReading A 1. My grandfather established the family business in 1938. 2. The relationships between the two companies were established two years ago. to start; to set upReading A to get something especially by means of effortWe wish to obtain first-hand information.Reading A They have conducted a research in this particular field. unusual, single and different from othersReading A a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questionsA recent survey shows that many teenagers spend three hours a day playing computer games.Reading A opinion given briefly in speech or writing about something or someoneReading ADo you have any comments to make upon my story?Reading Ato complete (a form) by answering the questions in the spaces providedCould you fill out this application form quickly?Reading A to put something down in a particular place; to put money or something valuable in a bank or other places where it will be safe1. She deposited her case in the corner. 2. You are advised to deposit your valuables in the hotel safe.Reading Ato think very carefully about somethingThe teacher advised him to think twice Before deciding to quit school.Reading Ain existence and ready to be usedThe new regulations are now in place.Reading Ato give something to each member of a groupCould you start handing these books out, please? Reading A to strongly advise someone to do somethingBrown urged her to reconsider his decision. Reading A the act of sharing things among a large group of people in a planned wayThe distribution of the food supplies in the earthquake area began two days ago.Reading A123 Answer the following questions according to the passage.Where does the writer most probably live? Why did the man and his wife go to their favorite restaurant for dinner? Why is the process of gathering data important for customer satisfaction measurement?Houston.Because they wanted to celebrate the successful conclusion of his diet.Because it helps to obtain a representative sample of customers and keep bias to aminimum.45 What did the owners note in the questionnaire begin with?It began with the words “I really want to know”.It should pay much attention to the distribution and collection process. In order to successfully measure customer satisfaction, what should an organization pay much attention to?Reading A Decide whether the following statements are true (T) or false (F) according to the passage. FTTFTReading A Establish the goals of the projectwhat to learn;Determine what people are targeted and how many are to be interviewed;Choose how to interview (face to face,telephone, etc.);Design the questionnaire;Pretest the questionnaire, if practical;Conduct interviews and collect data;Analyze the dataproduce the findings.TextTask 1Task 2Motorola Limited WarrantyMotorola Limited Warranty This limited warranty applies as follows to new Products, Accessories and Software purchased by consumers in the United States or Canada.COVERAGELENGTH OF COVERAGEProductsOne (1) year from the date of purchase by the first consumer purchaser.AccessoriesOne (1) year from the date of purchase by the first consumer purchaser.Software *Ninety (90) days from the date of purchase.* Applies only to defects in the CD-ROMs that contain the software. To obtain service or information, please call: Motorola Customer Services 1-800-453-0920 or 954-723-4910 Or visit us online at http:/ You will receive instructions on how to ship the Products,Accessories or Software, at your expense, to a Motorola Authorized Repair Center. To obtain service, you must include: (a) a copy of your receipt, or other proof of purchase; (b) a written description of the problem; (c) and, most importantly, your address and telephone number.摩托羅拉有限產(chǎn)品質(zhì)量保證書 Decide whether the following statementsare true (T) or false (F) according to the warranty.1. Motorola, Inc. warrants its products and software, excluding its accessories.2. The warranty on new products ends one year from the date of purchase by the first consumer purchaser.3. You cannot get serviced if you fail to provide the receipt.4. You need to ship the product to a Motorola repair center and they will pay all charges. 5. The warranty applies to products purchased by consumers all over the world. FTFFF Fill in the flow chart to illustrate how to obtain a repair service from Motorola, Inc. and explain it to your partner.Call _;Or visit online at _ _ _ _.Provide _ _ _ or other proof of purchase;Describe _;Give _ _.Ship the product to _ _.Listening SpeakingTask 1Task 2Task 3Task 4Task 5Listening & Speaking Ella Black is talking about the delay of an order with Thomas Cook. Listen to the conversation and fill in the blanks with what you hear.W: Weve checked the order, and it last Friday. Im so sorry about that.M: You know we are a design company; our work cannot be done without computers. Our work has been affected .W: Sorry, sir. We promise .M: What if we dont get it by then? Our manager your service. This is our first order, and things like this shouldnt have happened.W: I fully understand your position at this moment. . I do hope this incident wont affect our future business relations.M: Well, I hope so.should have reached youbecause of the delay youll get it next Mondayisnt satisfied withThis willnever happen againListening & Speaking Lisa is Mr. Haywoods secretary. She is talking with Robert Rowley, a business partner of the company. Listen to the conversation and choose the best answer to each question you hear.1. A. Because hes out on business. B. Because he didnt receive Mr. Rowleys messages. C. Because Lisa didnt tell him. D. Because he has been very busy recently.2. A. Two times. B. Three times. C. Four times. D. Five times.3. A. Next week. B. By the end of the week. C. Tomorrow. D. This afternoon.BBAListening & Speaking W: Hello, General Managers Office. This is Lisa speaking. Can I help you?M: Hello, Lisa. This is Robert Rowley. Id like to speak to Mr. Haywood, please.W: Unfortunately, hes out on business today.M: Oh, my goodness! This is ridiculous! Ive called him three times this week. I left messages on his voicemail when I called him last week, but he never calls me back!W: Im really very sorry about that! I know that Mr. Haywood has been very busy recently.M: Well, tell him if he doesnt call me by the end of the week, Ill have to think again about doing business with him!1. The woman bought a box of printing paper last week. True False2. On the box of the printing paper it says B5. True False3. The woman demanded a refund of 20.35 pounds. True False4. The assistant would call their other branch to see if they have any. True False A customer is complaining to a shop assistant about a box of printing paper she bought. Listen to the conversation and decide whether the following statements are true or false. Then write key words to support your answers.Listening & Speaking W: Morning. I bought this box of printing paper yesterday, but its not the right sizeit should be B5.M: Oh, Im sorry about that. Um it says B5 on the box.W: Yes, I know, but if you open it youll see its a larger size, maybe its A4.M: Yeah, so it is. Im very sorry. Ill get you another box.W: OK, thanks.M: Im terribly sorry, but we havent got another box in stock.W: Oh, no!M: Er wait a minute, Ill call our other branch to Sophia is receiving a phone call from a customer. Complete the Customer Service Help Form with what you hear. Customer Service Help Form Name of customer Eddie Edwards_ Address 28 Twyford Avenue_ Phone No. 1. ( )_ Product 2. a SONY ( ) Problem It wont record._ When purchased 3. ( ) Length of guarantee 4. ( ) years_ Customer has receipt? Yes/No_Customer has guarantee certificate? 5. Yes/No_ Listening & Speaking Listening & SpeakingW: Hello, can I help you?M: Yeah. Ive got a problem with a SONY DVD player that I bought from your shop. It wont record when I set the timer.W: How long have you had it?M: Only one week. I think its got a three-year guarantee. The problem is that I cant find the guarantee certificate.W: Have you got your receipt?M: Yes, Ive got the sales receipt. Uh, should I bring it back to you?W: Of course. First, Ill take your name. Just let me get the Customer Service Help Form. Right. Whats your name, please? To better communicate with a complaining customer, use the following steps to help you handle and solve the problem. Firstly, _. Write down any names, dates, and major points of the complaint. Secondly, think twice before _. Express your regret for his or her dissatisfaction and any inconvenience he or she may have experienced, but think before you give any promisebecause nothing annoys customers more than a broken promise. Listen to the passage twice and fill in the blanks with what you hear. Listening & Speaking Thirdly, check the facts. Make sure the customer has given you is correct and work out solutions by yourself. The last step is to offer solutions. When the customer complains, you should always offer him a solution to the problem. If you cannot directly fix the problem, offer him something else to try and keep him satisfied. There are many different types of solutions which could turn a disappointed customer into a happy one, such as, to , refund the money, offer a repair, offer a discount on the next purchase, and the inconvenience caused.Listening & SpeakingWritingTask 1Task 2 Complete the following letter of adjustment with the given expressions.Thank you for your letterWe are so sorry thatWe will send youPlease accept our apologyWe will send youPlease accept our apologyThank you for your letterWe are so sorry thatDear Mr. Walters, Thank you for your letter of November 15. We are so sorry that the goods you received have not been supplied correctly. It might have been an error during shipment. We will make up the shortfall as soon as possible, and promise that such things will never happen again. Please accept our apology for the inconvenience it has caused. Yours sincerely, Wang Yi Wang Yi Customer Service ManagerSuppose you are the customer service manager of your company. Write a letter of adjustment to the letter of complaint in Task 1 on Page 90. Work in groups. Each group asks ten students to fill in the questionnaire below about their use of mobile phones and then draft a summary of the survey results. Work in groups; Refer to the sample on Page 106; To do a research and then analyze the data collected; In-class presentation. Mini-projectLanguage LabTask 1Task 2Task 3Task 4Task 5Language LabMatch the words or phrases on the left with their meanings on the right. A. have an increase inB. in existence and ready to be usedC. have earned something by good or bad actions or behaviorD. strongly advise someone to do somethingE. take action or put into practiceF. opinion given briefly in speech or writing about something or someoneG. set up; startH. a general examination or study (of conditions, opinions, etc.), especially carried out by asking people questionsI. unusual, single and different from othersJ. whole; completeComplete the sentences with the following words or phrases. Change the form if necessary. 1. After Tom passed his driving test, he _ an application for his drivers license.2. Mary and I have _ cooking, so we live on salads these days.3. If I were you, Id _ before investing the money in that business.4. He had read the novel himself, and made quite a few _ on it.5. The committees suggestion will be once the president gives the ment think twice implementgo off fill outRewrite the following sentences after the models.It rained for two weeks continuously. That completely ruined our holiday. It rained for two weeks continuously, completely ruining our holiday.2. They came into the office. They were singing and laughing. They came into the office, singing and laughing.3. The secretary worked late into the night. She was preparing a long speech for the manager. The secretary worked late into the night, preparing a long speech for the manager.Choose the best answers to complete the following passage. Translate the following into English using the given words or phrases. Thank You!Reading AReading Ato complete (a form) by answering the questions in the spaces providedCould you fill out this application form quickly?Reading A45 What did the owners note in the questionnaire begin with?It began with the words “I really want to know”.It should pay much attention to the distribution and collection process. In order to successfully measure customer satisfaction, what should an organization pay much attention to?Reading A Decide whether the following statements are true (T) or false (F) according to the passage. FTTFTReading AMotorola Limited WarrantyMotorola Limited Warranty This limited warranty applies as follows to new Products, Accessories and Software purchased by consumers in the United States or Canada.COVERAGELENGTH OF COVERAGEProductsOne (1) year from the date of purchase by the first consumer purchaser.AccessoriesOne (1) year from the date of purchase by the first consumer purchaser.Software *Ninety (90) days from the date of purchase.* Applies only to defects in the CD-ROMs that contain the software. W: Morning. I bought this box of printing paper yesterday, but its not the right sizeit should be B5.M: Oh, Im sorry about that. Um it says B5 on the box.W: Yes, I know, but if you open it youll see its a larger size, maybe its A4.M: Yeah, so it is. Im very sorry. Ill get you another box.W: OK, thanks.M: Im terribly sorry, but we havent got another box in stock.W: Oh, no!M: Er wait a minute, Ill call our other branch to