Unit 4 Staff Training and Expert Treatment

1. Unit 4Staff Training and Expert Treatment In this unit, you will: • A. Review basic terms related to staff training and expert treatment. • B. Learn and understand conversations regarding guest requests. • C. Learn how to express concern for guests.

2. WARM-UP LISTENING Key • Section A • Directions: You will hear 5 sentences. Listen to each sentence, and then decide • what the best response should be. • 1. a. Oh, that’ll be very good. c. You should have done so. • b. What do you want now? d. Is it possible to include our company? • 2. a. What topics are you interested in? c. The lecture will be given in Room 201. • b. That is one of our special services. d. I think you can help yourself. • 3. a. I’d like to show you some famous universities. • b. It’s not really your fault. • c. I’m sure we can cooperate very well. • d. We can invite some professors to give lectures. • 4. a. It is not necessary. c. You shouldn’t think so. • b. It is a pleasure. d. Don’t worry about it. • 5. a. Mr. Li gave me a lot of help. c. Very comfortable and quiet too. • b. It’s really not easy. d. I’m so sorry for what I have done.

3. WARM-UP LISTENING • 1. We’ve arranged a training program in management for you. • a. Oh, that’ll be very good.c. You should have done so. • b. What do you want now? d. Is it possible to include our company? • 2. Well, we hope there will be some lectures. • a. What topics are you interested in? c. The lecture will be given in Room 201. • b. That is one of our special services. d. I think you can help yourself. • 3. We’re most interested in Western theories of modern management. • a. I’d like to show you some famous universities. • b. It’s not really your fault. • c. I’m sure we can cooperate very well. • d. We can invite some professors to give lectures. • 4. I really appreciate your kind consideration in arranging my lecture here. • a. It is not necessary. c. You shouldn’t think so. • b. It is a pleasure. d. Don’t worry about it. • 5. Good evening, Mr. Brown. How do you find your room in the hotel? • a. Mr. Li gave me a lot of help. c. Very comfortable and quiet too. • b. It’s really not easy. d. I’m so sorry for what I have done.

4. WARM-UP LISTENING Key • Section B • Directions: You will hear 5 short dialogues. After each dialogue, you will hear a • question. Both the dialogues and the questions will be spoken two • times. After listening to the dialogue and the question, choose the • correct answer from the four choices. • 1. a. In the management office of a hotel. c. In a post office. • b. In a restaurant. d. In a classroom. • 2. a. Employer and employee. c. Old friends. • b. Trainer and trainee. d. Host and guest. • 3. a. A driver. c. A tour guide. • b. The man’s secretary. d. A clerk from the host company. • 4. a. Customer relations. c. Guest management. • b. Office management. d. Hotel management. • 5. a. Once a week. c. Daily. • b. Every year. d. Once a month.

5. WARM-UP LISTENING • 1. W: All of our staff speak English, and take great pride in their work. • M: I’m sure they do. That’s why this is the best hotel in town. • Q: Where does this dialogue probably take place? • a. In the management office of a hotel. c. In a post office. • b. In a restaurant. d. In a classroom. • 2. M: Well, we’ve discussed the topic of market economy. Now do you have any questions? • W: Professor Smith, could you tell us the difference between planned economy and market economy? • Q: What’s the relationship between the two speakers? • a. Employer and employee. c. Old friends. • b.Trainer and trainee. d. Host and guest. • 3. M: Would you like to be our tourist guide, Miss Li? • W: Certainly! I’d like to. I will come to your hotel at 8:20 to pick you up. Do you think you could manage to be ready by then? • Q: What job does the woman most likely have? • a. A driver. c. A tour guide. • b. The man’s secretary. d. A clerk from the host company.

6. WARM-UP LISTENING • 4. W: After you’re hired, you will undergo a six-week training course in office • management. • M: I’m looking forward to it. • Q: What training will the man receive? • a. Customer relations. c. Guest management. • b. Office management. d. Hotel management. • 5. W: In addition to our training course, we have weekly seminars on other topics. • M: That sounds like a good way to keep everyone informed and up-to-date. • Q: How often are the seminars given? • a. Once a week. c. Daily. • b. Every year. d. Once a month.

7. Read and memorize the following expressions. Discussing Training Programs We offer a six-week training course in guest management … We have weekly seminars on other topics. We regularly schedule staff meetings to update everyone on our policies … Making Courteous Offers of Help We would be happy to do that for you. It’s our pleasure. Right this way, sir. I will bring it to you right away. Allow me, sir. BASIC SKILLS

8. Asking about Guest Treatment What sort of services does that include? Do I have to pay extra for additional treatment? Can I use the spa and sauna free of charge? I’m a guest: Do I have to pay to use the pool? What is included in the fee? Explaining Services We can book a treatment for you at your convenience. It is a complimentary service. There is no charge to our guests. We offer a full range of services. BASIC SKILLS

9. Schedule Appointments Allow me to book a table for you. Would ten o’clock be convenient for you? Would you prefer an early morning or a late night session? What time is most convenient for you? Express Concern for Guests Is there anything we can do to make your stay more pleasant? Is there any way we can help you? Please let us know what we can do for you. BASIC SKILLS

10. LISTENING COMPREHENSION • Section A • Directions:Listen to the conversation. Then mark the answer you think is best. • The conversation will be spoken two times. • Words & Expressions • disposal n.支配，处理 • lecture n.讲座，课程 • deliver v.发表，宣布 • interpreter n.口译员 • considerate a.考虑周到的，体贴的

11. LISTENING COMPREHENSION Tape Script Key • 1. What did the speakers do last night? • a. They went to a concert. c. They discussed the training program. • b. They had a meal together. d. They met some trainees. • 2. What is the training program about? • a. Equipment operation and maintenance. c. Enterprise management. • b. International marketing. d. Business English. • 3. How many trainees is the program composed of? • a. 24. b. 45. c. 20. d. 21. • 4. Who will give lectures? • a. Miss Li. c. Some engineers from Mr. Brown’s company. • b. Mr. Brown. d. Some professors from local universities. • 5. What will Mr. Brown receive after the meeting? • a. A list of names. c. His first month’s salary. • b. A teaching plan. d. A timetable.

12. LISTENING COMPREHENSION • WOMAN: Good morning, Mr. Brown. Sit down, please. I hope you enjoyed our • evening together. • MAN: Good morning, Miss Li. I did enjoy the evening. It was a wonderful meal. • WOMAN: Well, I’m very glad. I suspect you’d like to get down to business this • morning. • MAN: Yes, I’m here at your disposal. • WOMAN: Tell me about the training program. • MAN: We’ve arranged a training program for the equipment operation and • maintenance. • WOMAN: Wonderful! • MAN: There will be 20 lectures delivered by engineers from our company. How • many people are there in the program? Key

13. LISTENING COMPREHENSION Key • WOMAN: 45, including 21 newly hired workers. • MAN: Can they all understand English? • WOMAN: Most of them understand a little. We have two interpreters working with • us. • MAN: Oh, that’ll be very good. • WOMAN: The site for the lectures will be on the fifth floor of this hotel. We’ve also • put together a few sightseeing tours for you. • MAN: It’s really very considerate of you. Miss Li, could you send me a copy of • the schedule by fax? • WOMAN: No problem.

14. LISTENING COMPREHENSION • 1. What did the speakers do last night? • a. They went to a concert. c. They discussed the training program. • b. They had a meal together. d. They met some trainees. • 2. What is the training program about? • a. Equipment operation and maintenance.c. Enterprise management. • b. International marketing. d. Business English. • 3. How many trainees is the program composed of? • a. 24. b. 45. c. 20. d. 21. • 4. Who will give lectures? • a. Miss Li. c. Some engineers from Mr. Brown’s company. • b. Mr. Brown. d. Some professors from local universities. • 5. What will Mr. Brown receive after the meeting? • a. A list of names. c. His first month’s salary. • b. A teaching plan. d. A timetable. Tape Script

15. LISTENING COMPREHENSION • Notes for Language and Culture • 1. I’m here at your disposal. 我听从您的安排。 • 2. We’ve also put together a few sightseeing tours for you. 此外，我们 • 还为你们安排了几个观光项目。 • 3. It’s really very considerate of you.您考虑得太周到了。

16. LISTENING COMPREHENSION • Section B • Directions:Listen to the conversation. Then decide if the sentences below are • true or false. Mark the correct answer with a “√”. The conversation will • be spoken two times. • Words & Expressions • session n.课程，会议 • brochure n.资料手册 • prove v.证明，证实 • proof n.证据，证明

17. LISTENING COMPREHENSION • 1. The man is in training to become the manager. true false • 2. The woman does not know the company’s secret of success. true false • 3. The man does not believe the secret can be so simple. true false • 4. The customer is always right—or should think they are right! true false • 5. Happy customers never come back. true false Tape Script Key

18. LISTENING COMPREHENSION Key • WOMAN: Hello! Welcome to the training session for our new sales staff! • MAN: Thank you. I’ve never been to one of these before. • WOMAN: That’s OK. Almost all of our staff are new hires. Don’t be nervous. • MAN: Thanks! Where should I sit? • WOMAN: Anywhere you can find an open seat. Make sure there’s a company brochure on the seat—that means the seat isn’t taken yet. • MAN: Good to know. That seat is empty—might as well take a look at that brochure before the meeting starts … • WOMAN: Hello, everyone! We are about to begin. Please open the company brochure and read the first sentence with me. • MAN: Finally—the secret to this company’s success. • WOMAN: That’s right, it is! Have you found the sentence on the page? Read it to yourself first.

19. LISTENING COMPREHENSION Key • MAN: I can’t believe anything that simple could work! • WOMAN: Let’s read it aloud together: The Customer is Always Right! • Everyone read together. • EVERYONE: The customer is always right! • WOMAN: Always! Never disagree with our customers. Always let them think • they are right—especially when they aren’t! • MAN: But that’s so simple! It’s too simple! • WOMAN: Not at all. If you can make your customers happy and satisfied, then • they will always come back! It’s a win-win situation. • MAN: How can you tell? I mean, where are the facts that prove it? • WOMAN: We’re number one—that’s all the proof you need!

20. LISTENING COMPREHENSION • 1. The man is in training to become a manager. true false • 2. The woman does not know the company’s secret of success. truefalse • 3. The man does not believe the secret can be so simple. truefalse • 4. The customer is always right—or you should think they are • right! truefalse • 5. Happy customers never come back. truefalse Tape Script

21. LISTENING COMPREHENSION • Notes for Language and Culture • 1. may/might as well…不妨……，正好…… • 2. finally终于！这是口语中常见的感叹词，通常是在经历了困难或等待之后发出的感慨，例如： • · Finally, the meeting is over! 会议总算结束了！ • 3. win-win对双方都有利的，双赢的

22. LISTENING COMPREHENSION • Section C • Directions:Listen to the short passage and answer the following questions. The • passage will be spoken two times. • Words & Expressions • odd jobs 零工，杂活 • upbeat a.乐观的，快乐的 • slam v.砰地关上 • unbreakable a.牢不可破的，无法打破的 • comb n.梳子 • suspicious a.怀疑的，感觉可疑的 • curly a.有卷发的 • beat n.心跳

23. LISTENING COMPREHENSION Tape Script Key • 1. What types of jobs did the speaker do as a college student? • She worked as a babysitter, a tutor and a salesman. • 2. Who taught the speaker a great life lesson? • The salesman who sold taught her the lesson. • 3. What drew a big laugh among a group of people? • The salesman’s action of trying his comb on drew a big laugh. • 4. Where did the salesman decide to give a • demonstration of the comb? • He gave a demonstration in • the of the street. • 5. What did the salesman do after the comb broke? • He told everyone that this was what the • unbreakable comb .

24. LISTENING COMPREHENSION • Like many college students, I took on some odd jobs to make extra money during holidays. I had jobs as a babysitter, as a teacher, and as a door-to-door salesman. Now, many people think being a door-to-door salesman is an easy job, but it’s really quite difficult. You have to carry large sample bags, walk long distances in all sorts of weather, and you have to be upbeat and confident no matter how many doors are slammed in your face. Being clever helps too, because you just never know what might happen! Key

25. LISTENING COMPREHENSION • We were selling unbreakable combs in a small and poor area of town, and had not met with much success. Everyone seemed very suspicious of the two strangers who were trying to go into their homes to sell them things. Finally, the salesman decided that he would give a demonstration of the wonderful unbreakable comb in the most crowded part of the street. A group of people gathered around him as he began to sing the praises of this wonderful product. He tested it on his smooth hair, and on my curly hair. He tried it on a small pet dog, which drew a big laugh. Finally, he put one foot on the comb and pulled on the other side with his free hand. To my horror, the comb broke in half. The salesman did not miss a beat. Holding both pieces of the comb out to the crowd, he shouted, “And this is what the unbreakable comb looks like on the inside!” Key

26. LISTENING COMPREHENSION • 1. What types of jobs did the speaker do as a college student? • He worked as a babysitter, a tutor and a door-to-door salesman. • 2. Who taught the speaker a great life lesson? • The salesman who sold unbreakable combs taught him the lesson. • 3. What drew a big laugh among a group of people? • The salesman’s action of trying his comb ona small pet dog drew a big laugh. • 4. Where did the salesman decide to give • a demonstration of the comb? • He gave a demonstration in • the most crowded part of the street. • 5. What did the salesman do after the comb broke? • He told everyone that this was what the • unbreakable comb looked like on the inside. Tape Script

27. COMPOUND DICTATION • Section A • Directions:Write down the sentences that you hear. The sentences will be • spoken three times. • 1. ____________________________________________________ • 2. ____________________________________________________ • 3. ____________________________________________________ • 4. ____________________________________________________ • 5. ____________________________________________________ Key

28. COMPOUND DICTATION • 1. It is important to greet each customer in a polite and pleasant manner. • 2. We provide the best service possible for all of our clients. • 3. Our training program ensures that our waiters are ready to meet your every need. • 4. Our sales and marketing staff have undergone training in China and abroad. • 5. We are happy to help and serve you in any way.

29. COMPOUND DICTATION Key • Section B • Directions: Listen to the passage and fill in the blanks with the missing words. • The passage will be spoken two times. • What are some of the best kept secrets of a well-trained staff? _____________ are enough to keep your customers happy. First of all, make sure your staff know your customers by name, and can greet them pleasantly and knowledgeably. Second, provide _____________ customer service: If you aim to provide the best hotel for _____________, study what their needs are. Then provide them. Third, _____________. If you have given less than perfect service, admit it to your client, and make amends. _____________ on a hot night? Reduce the bill—or better yet, make that night’s stay free. Your customer will appreciate your honesty and generosity. Fourth, educate your staff to be as concerned about your customers as you are! A staff that truly cares about its clients provides superior service. And last but not least, remember: The Customer _____________!

30. COMPOUND DICTATION • What are some of the best kept secrets of a well trained staff? Five simple rules are enough to keep your customers happy. First of all, make sure your staff know your customers by name, and can greet them pleasantly and knowledgeably. Second, provide true customer service: If you aim to provide the best hotel for traveling businessmen, study what their needs are. Then provide them. Third, be honest. If you have given less than perfect service, admit it to your client, and make amends. No air conditioning on a hot night? Reduce the bill—or better yet, make that night’s stay free. Your customer will appreciate your honesty and generosity. Fourth, educate your staff to be as concerned about your customers as you are! A staff that truly cares about its clients provides superior service. And last but not least, remember: The Customer is Always Right!

31. FOLLOW-UP SPEAKING • Section A • I. Listen In and Speak Out • Directions:Listen to the conversation and repeat it sentence by sentence. • Words & Expressions • unusual a.罕见的，不寻常的 • encounter v.遭遇，遇到 • oral a.口头的 • gander n.公鹅 • goose n.鹅

32. FOLLOW-UP SPEAKING • MANAGER: Some of our guests use unusual expressions, but you will get used to it. • WAITRESS: Can any of them speak Chinese? I’m a little nervous about my English. • MANAGER: Some of them try to speak Chinese. If you encounter any difficulty, • just ask me for help. ① • WAITRESS: Thanks. I studied English pretty hard, but I don’t have much practice with oral English. I hope I do OK. • MANAGER: You’ll do fine. Just be polite, and ask me for help if you’re stuck. • WAITRESS: I appreciate that. I hope my hard work pays off. • MAN: Excuse me, we’d like to take a gander at the menu. ② • WAITRESS: Here is the menu, sir! Please take your time and order when ready.③ • MANAGER: What does he want? We don’t have goose on the menu! • WAITRESS: “Take a gander” means to look at something—he doesn’t want to order a male goose! • MANAGER: I think you’re going to do just fine here! ④ Maybe I should go study English now!

33. II. Practice Directions:Act out the conversation by using the following expressions. ① If you encounter any difficulty, just ask me for help. Please don’t hesitate to ask for help if you need it. I’m here to help you, should you feel the need. Please let me help or advise you any way I can. ② We’d like to take a gander at the menu. Please let me look at the menu. I would like to see the menu, please. Please give the menu to me. ③ Please take your time and order when ready. What would you like to order from the menu? Please look it over and I will take your order when you’re ready. What may I bring you from the menu? ④ I think you’re going to do just fine here! I think you will clearly succeed at this job. I think you are doing a good job. I think this is a good job for someone of your talents. FOLLOW-UP SPEAKING Sample

34. FOLLOW-UP SPEAKING • III. Sample Conversation • MANAGER: Some of our guests use unusual expressions, but you will get used to it. • WAITRESS: Can any of them speak Chinese? I’m a little nervous about my English. • MANAGER: Some of them try to speak Chinese. Please don’t hesitate to ask for help if you need it. • WAITRESS: Thanks. I studied English pretty hard, but I don’t have much practice with oral English. I hope I do OK. • MANAGER: You’ll do fine. Just be polite, and ask me for help if you’re stuck. • WAITRESS: I appreciate that. I hope my hard work pays off. • MAN: Excuse me, I would like to take a gander at the menu, please. • WAITRESS: Here is the menu, sir! What would you like to order from the menu? • MANAGER: What does he want? We don’t have goose on the menu! • WAITRESS: “Take a gander” means to look at something— he doesn’t want to order a male goose! • MANAGER: I think you are doing a good job. Maybe I should go study English now!

35. FOLLOW-UP SPEAKING • Section B • I. Listen In and Fill Out • Directions: Listen to the conversation and fill in the blanks with the missing words, • consulting the useful expressions in the box if you have difficulty. • Words & Expressions • range n.一系列 • word processing 文字处理 • secretarial a.文秘工作的 • a rush job 急活 • overtime n.加班

36. FOLLOW-UP SPEAKING Key • MAN: What services does this translation company provide? • WOMAN: _________________① including word processing and other secretarial services. • MAN: _________________② can you manage to find time to translate this document for me? • WOMAN: Certainly, sir. We have a very talented staff member for that purpose. • MAN: What are your fees? Do I have to pay extra for a rush job? • ① We offer many different types of services, • We can perform all sorts of duties for you, • We offer a full range of services, • We are here to fulfill all your service needs, • ② After you have finished your present work, • After you have finished the work on hand, • After finishing the work you are doing now, • On finishing the work on hand,

37. FOLLOW-UP SPEAKING • WOMAN: I think you will find_________________.③ A rush job needs a minor fee if any of our workers has to put in overtime. • MAN: _________________④ • WOMAN: Absolutely, even if I have to stay up all night to do it for you myself. • MAN: This is great! Thank you! I’ll be here at ten to pick it up. • ③ we offer competitive rates • our fees are not high • we keep our fees low • our fees very reasonable • ④ Can you get this done for me by tomorrow morning at ten? • Can you get this back to me by ten tomorrow morning? • Can you get my document prepared by ten o’clock tomorrow morning? • Will the document be ready when I come in at ten tomorrow morning? Key

38. FOLLOW-UP SPEAKING • MAN: What services does this translation company provide? • WOMAN: We offer a full range of services,① including word processing and other secretarial services. • MAN: After you have finished the work on hand,② can you manage to find time to translate this document for me? • WOMAN: Certainly, sir. We have a very talented staff member for that purpose. • MAN: What are your fees? Do I have to pay extra for a rush job? • WOMAN: I think you will findour fees very reasonable.③ A rush job needs a minor fee if any of our workers has to put in overtime. • MAN: Can you get this done for me by tomorrow morning at ten?④ • WOMAN: Absolutely, even if I have to stay up all night to do it for you myself. • MAN: This is great! Thank you! I’ll be here at ten to pick it up.

39. II. Practice Directions: Act out the conversation by using the following information. ① typing and copying company various document typing and copying word processing type this contract for me well-trained computer operators by two o’clock this afternoon skip my lunch ② tailoring company dressmaking sewing and mending make a dress out of this piece of silk cloth for my wife excellent dressmakers by Tuesday morning work for a few days running ③ garage motor vehicle repair maintenance carry out the repairs to my car skilled workers by tomorrow afternoon at five burn the midnight oil FOLLOW-UP SPEAKING Sample

40. FOLLOW-UP SPEAKING • III. Sample Conversation • MAN: What service does this tailoring company provide? • WOMAN: We offer a full range of service, including dressmaking and other sewing and mending service. • MAN: After you have finished the work on hand, can you manage to find time to make a dress out of this piece of silk cloth for my wife? • WOMAN: Certainly, sir. We have excellent dressmakers for that job. • MAN: What are your fees? Do I have to pay extra for a rush job? • WOMAN: I think you will find our fees very reasonable. A rush job needs a minor fee if any of our workers has to put in overtime. • MAN: Can you get this done for me by Tuesday morning? • WOMAN: Absolutely, even if I have to work for a few days running for you myself. • MAN: This is great! Thank you! I’ll be here on Tuesday morning to pick it up.

41. 制作：译林出版社高等英语事业部