PartIDialoguePartIIusefulexpressionPartIIITextPartIVexercisecontentTeachingobjective1.Abilityobjective（1）Beabletohelppassengersdealwithconflicts能幫助旅客處理沖突。（2）Beabletohelphandlecomplaintsproperly能妥善處理投訴。（3）Beabletohelphandleemergenciesproperlyandcalmly.能冷靜妥善處理緊急情況。2.KnowledgeObjective（1）Mastertheusefulexpressionsaboutthanksandapologies.掌握關(guān)于感謝和道歉的有用表達(dá)。（2）Masterexpressionsabouthandlingconflictsandemergencies掌握處理乘客矛盾和緊急情況的常用表達(dá)。（3）Masterthemethodsofhandlingpassengerdisputes.掌握乘客糾紛處理方法。3.Qualityobjective（1）Beproactiveandenthusiastictohelppassengers要主動(dòng)熱情，積極幫助乘客。（2）Bepatient,respectful,courteousandcaring.要友善耐心，做到尊重、禮貌與關(guān)心。（3）Cultivatetheawarenessofsafetyandemergencyresponse具有安全和應(yīng)急處理意識(shí)TaskdescriptionDuringtherushhour,thesubwaystationhasalargepassengerflow.Therewasanargumentbetweentwopassengersbecauseofwaitinginlinetobuytickets.Atthistime,Lily,astaffmember,Howshouldhesolvethefollowingproblems?下班高峰期，地鐵站客流較大。有兩名乘客因?yàn)榕抨?duì)購(gòu)票產(chǎn)生爭(zhēng)執(zhí)，此時(shí)，身為工作人員的莉莉應(yīng)該如何解決以下問(wèn)題呢？1.Atthismoment,thetwopassengersarequiteemotional.HowshouldLilyfirstappeasethepassengers?此時(shí)，兩位乘客情緒比較激動(dòng)，莉莉應(yīng)該先如何安撫乘客？2.Bothpassengersfeelthattheyhavedonenothingwrong.HowshouldLilyresolvetheconflictbetweenthetwosides?兩位乘客都覺(jué)得自己沒(méi)有做錯(cuò)，莉莉應(yīng)該怎么化解雙方矛盾？3.Duringpeakpassengerflow,pleaseexpressinEnglishhowstaffshouldoptimizemeasurestoavoidtheabovecontradictions?客流高峰期，請(qǐng)用英語(yǔ)表達(dá)工作人員應(yīng)該如何優(yōu)化措施避免上述矛盾？PartIDialogueDialogueAPassenger:Whathappened?Whyistheresomuchsmoke?Clerk:Thereisafireoverthere.Passenger:what?Sowhatshouldwedonow?Clerk:Don'tpanic,pleasefollowtheinstructionsofthestaff.Passenger:Howdoweleavetheplatform?Clerk:Therearestairshere.Pleasefollowthesafetyevacuationsign.Passenger:Thankyou.Clerk:You'rewelcome.Point1.CopingwithemergenciesDialogueBPassenger:What'sgoingon?Whyarethelightsout?Clerk:I'llcalltheemergencycenterstaff.Passenger:Whatshouldwedo?Clerk:Don'tworry,pleasewaitpatiently.(Oneminutelater)Clerk:Itistheproblemofpowerequipmentfailure,thestaffisworkingtorepair,pleasedonotpanic,waitinplace.Passenger:Howlongwillittake?Clerk:About15minutes.DialogueCPassenger:Excuseme,doyouhaveanyband-Aids?Clerk:Yes,whathappened?Passenger:Icutmyhandbyaccidentjustnow.Clerk:Justamoment,please.I'llgetthefirstaidkit....Hereyouare.Passenger:Thankyou.Clerk:

Wheredidyoubreaktheglass?Passenger:Attheendoftheplatform.Clerk:Okay,I'llcleanituptoavoidcausingharmtootherpassengers.DialogueDClerk:WhatcanIdoforyou?Passenger:Isuddenlyfeltdizzyandcouldn'tstandClerk:LetmehelpyoutoseatforawhilePassenger:ThankyouClerk:Doyouhaveahistoryofillness?Andareyoutakinganymedication?Passenger:No,Ihavealwaysbeenprettyhealthybefore.Clerk:Pleasedon'tworry.I'llcalltheemergencycenterrightaway.Passenger:There'snoneedtodoit.Ishouldhavelowbloodsugar.Clerk:Areyousure?Passenger:Yes,Ijustneedtotakeabreak.（Broadcast:Attentionplease!Line1isabouttobeclosed.Pleasetakeanotherlineortransfertoanothermodeoftransportation.Sorryfortheinconveniencecaused.)Passenger:Excuseme,Whathappened?WhydidLine1suddenlyclose?Clerk:Pleasedon'tworry.DuetothehighpassengerflowonLine1today,wehavetocontrolthepassengerflowinordertoensurethesafetyoftransportation.Passenger:Whencoulditopen?Clerk:Thetimeisuncertain.Passenger:Thenwhatshallwedo?Clerk:Pleaselistentothebroadcastingcarefullyandfollowtheinstructionstoleavethestation.Youcantakeotherformsoftransportation.Passenger:IsthereabusnearbythatgoestothecentralHospital?Clerk:Yes,thereisabusstopontherightofthestation.Youcantakebus26totheCentralHospital.Passenger:Well,it'stakinguptoomuchtime.Clerk:I'mreallysorryfortheinconvenience.Passenger:IstheNo.26busstillopennow?Clerk:Thelastbusisat8:30,andyoushouldbeabletocatchit.Passenger:CouldItakeataxithere?Clerk:It'salsopossible.Ittakesabout15minutestotakeataxitothecentralhospital.Passenger:OK.DialogueAClerk:(Seeingtwopassengersarguing)Excuseme,Sir.pleasedon'targuehere.Whathappened?PassengerA:Iqueueduptoenterthestation,butheinsistedonpushingforwardandevensteppedonme.PassengerB:I'mreallysorry,Ididn'tmeantodothat.Clerk:I'msorry,it'speakpassengerflownow.Pleaseunderstandeachotherandqueueupinanorderlymannertoenterthestation.PassengerA:Igotit.PassengerB:I'lltakecarenexttimePoint2.CopingwithconflictsDialogueBClerk:Excuseme,Sir,pleaseopenyourbackpackforourinspection.Passenger:Why?ThebackpackisfullofmypersonalbelongingsClerk:Youmayhavealcoholinyourbackpack.Accordingtotheregulations,thiskindofflammableandexplosivematerialisnotallowedtobringintothestation.Passenger:It'simpossible!Clerk:Themachineshowsthatthereisindeedsuspiciousliquidinyourbag.Passenger:Ireallydidn'tcarryit.Clerk:Foreveryone'ssafety,pleasecooperatewithustocheckit.Passenger:AllrightDialogueC(Successfullydissuadestwopassengersfromarguingontheplatform)Clerk:Pleasekeepcalminpublic,Sir.Misunderstandingscanbeexplained.PassengerA:Iwaswaitinginlineatthedesignatedarea,andhecamerunningfrombehindinahurry,nearlyknockingmeoverwithapackage.PassengerB:Iwasinahurry,anddidn'tmeantobumpintoyou,butyourattitudewasreallyirritating.Clerk:Thestationisapublicplace.Pleasetolerateeachother.And,foreveryone'ssafety,pleasedon'trunontheplatform.PassengerA:Isee..PassengerB:Iwilltakecarenexttime.DialogueDClerk:Excuseme,isthisboyyourchild?Passenger:Yes,what'sthematter?Clerk:Hewasretrogradeontheescalatorjustnow.Fortunately,Idiscovereditintime,otherwiseitwouldbeeasyforasafetyaccidenttooccur.Passenger:I'mreallysorry.Iwasjustonthephoneanddidn'tnoticehisbehavior.Clerk:Forhissafety,pleasemakesuretotakegoodcareofyourchild.Passenger:Isee.Clerk:Sir,youcan'tsmokeinthesubway.It'sillegal.Passenger:Whynot?Ijustwanttosmoke.It'snoneofyourbusiness.Clerk:Sorry,thesubwayisapublicplace.SmokingisnotallowedPassenger:That'stroublesome.Isn'titasmallmatter?Clerk:It'snotatrivialmatter.Smokingwilldoharmtothehealthofotherpassengers,anditmaycauseafireandamajorsafetyaccident.Pleasecooperatewithustokeeptheairfresh.Passenger:Well,whatifIreallywanttosmoke?Clerk:I'msorry,thereisnodesignatedsmokingareainourstationorsubway.Ifyouneedtosmoke,youcanfindasmokingareaoutsidethestation.Atthesametime,wehopeyoucanunderstandandsupportusinmaintainingagoodridingenvironment.Passenger:CouldIjustfinishsmokingthiscigarette?Clerk:I'mreallysorry,sir.Pleasecooperatewithusandextinguishthesmokeimmediately.Passenger:There'snoneedtoexaggeratelikethis!Clerk:Therearerelevantregulationsinthesubway,andsmokingisindeedprohibited.Passenger:OK,Ihavealreadyextinguishedthesmoke.Clerk:Thankyouforyourcooperation.Haveaniceday.PartIIUsefulsentencesIt'sourfault.這是我們的過(guò)失。Thankyouforyourunderstanding.謝謝您的理解。Pleasedon'tpanicandwaitwhereyouare.請(qǐng)不要驚慌，在原地等候。Takeiteasy.Wewilldoourbesttohelpyousolvetheproblem.請(qǐng)放心，我們一定盡力幫您解決問(wèn)題。Pleasefollowtheinstructionsofthestaff.請(qǐng)聽(tīng)從工作人員指示。I'llcontacttheemergencyservicesforyou我?guī)湍?lián)系急救中心。Weapologizeforthis對(duì)此我們深表歉意。I'mreallysorryfortheinconvenience.給您造成不便，真的很抱歉。Pleasetakegoodcareofthechildrenavoidgettinghurt.請(qǐng)您看管好小朋友，以免受傷。I'llgetthefirstaidkitforyou.我去拿急救箱給您。PartIIITextPassengersonthesubwaycomefromdifferentregions,receivedifferenteducationandhavedifferentpersonalities.Theymaycomeintoconflictwithstaffwhentheyarenotsatisfiedwiththeirservice.Inthatcase,thestaffshouldkeepacoolheadandfindawaytosolvetheproblem.Theyneedtoadapttothenewsituationofpassengertransportation,improvetheirservicelevel,andavoidpassengerdisputes.Themethodsareasfollows:(1)Themethodofsinging,receiving,andpaying.Inordertoavoiddisputes,theticketingsystemofsinging,receiving,andpayingshouldbestrictlyimplementedtoavoidticketdisputeswhenpassengerspurchasetickets.(2)Smileservicemethod.Smilingcanenhanceserviceeffectivenessandinvisiblyreducemanyproblems(3)Thegentlebreezeandgentlerainmethod.Whenencounteringcomplaints,donotarguewithpassengersaboutreasons,activelysearchfordeficienciesandhandlethemproperly(4)Quickhandlingmethod.Attentionshouldbepaidtopassengercomplaints,quickhandling,andaddressingpassengerneeds(5)Transpositionthinkingmethod.Conflictsoftenariseduetoalackofunderstandingbetweenbothparties,andweneedtodomoreempathytobetterunderstandtheneedsandemotionsofpassengers.Intheprocessofpassengertransportationservices,itisnecessarytomaintainthefaceofpassengersatalltimes,donotharmtheirself-esteem,donotarguewithpassengersaboutrightorwrong,justpatientlyexplain,toleratepassengers,andstriveforthebestresults(6)Opinionanalysismethod.Theopinionsofpassengersarethebiggestsourceofimprovingservices.Behumbleandaccepttheopinionsofpassengers,analyzeandtransformthemmorefrequently(7)Themethodofhandlingpeoplefromdifferentplaces.Whenpassengersaredissatisfiedwiththeserviceprovidedbyacertainservicepersonnel,theycanresolvethedisputebychangingthehandlinglocationandpersonnel.Inadditiontoavoidingpassengerdisputes,itisalsonecessarytomastermethodstoresolvepassengerconflicts.(1)Donotcareabouttheattitudeofpassengers.Servicepersonnelshouldalwaysmaintainhumilityandpoliteness,demonstratecalmnessandpatience,anduselanguagearttoguide,advise,andpersuadepassengers,soastoresolveconflictsinthebud(3)Takeresponsibilityproactively.Whenencounteringdissatisfactionfrompassengers,thefirstthingtolearnistosay'I'msorry'manytimes,asingleapologycancalmthedissatisfactionofpassengersTaskimplementation【Task4】HandlingPassengersDisputeTaskNameHandlingpassengerconflictsProjectStationEmergencyServiceTaskProject1.masterthewordsandexpressionsforhandlingpassengerconflicts2.Cultivatetheabilityfordealingwithconflictsproperly.StudentName

TaskDescriptionDuringtherushhour,thesubwaystationhasalargepassengerflow.Therewasanargumentbetweentwopassengersbecauseofwaitinginlinetobuytickets.Atthistime,Lily,astaffmember,Howshouldhesolvethefollowingproblem?1.Atthismoment,thetwopassengersarequiteemotional.HowshouldLilyfirstappeasethepassengers?2.Bothpassengersfeelthattheyhavedonenothingwrong.HowshouldLilyresolvetheconflictbetweenthetwosides?3.Duringpeakpassengerflow,pleaseexpressinEnglishhowstaffshouldoptimizemeasurestoavoidtheabovecontradictions?Directions:1.Pleaseworkwithyourpartnertowritethescript2.completetheroleplay.3.TakethevideoabouttheroleplayScriptWriting

QRcodeofthevideo

Taskevaluation

EvaluationFormEvaluationCriteriaItemValueself-evaluation（20%）peerreviewing（30%）teacherevaluation（50%）scoreBadAverageGood

SkillstandardsBeabletouseexpressionsaboutthanksandapologies141620

Accuratepronunciationandstandardservice91315

Beabletohelppassengersdealwithconflicts567

Beabletohelphandleemergenciesproperlyandcalmly478

QualitystandardsStrongsenseofresponsibility6810

Subjectiveinitiative6810

Communicationskill6810

Teamwork6810

VideostandardsClearvideoquality235

Sounddesignofscene235

Total6080100

Teacher'ssignature：

Date:Score

Extendedexcise一、在空格中填入恰當(dāng)?shù)木渥踊騿卧~，完成句子。1.I

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moreyouneed,pleaseletusknow4.Thischildfelldownwhentaketheescalatorandhadacutonhishand,sopleasegetthe

rightaway.5.I'mreallysorryforthe

.二、請(qǐng)把下列中文翻譯成英文。1.打擾一下，請(qǐng)問(wèn)發(fā)生什么事了？2.很抱歉給您造成不便。3.謝謝您的理解。4.我們一定盡力幫您解決問(wèn)題。5.先生，請(qǐng)您保持冷靜，不要在公共場(chǎng)合吵架。6.請(qǐng)聽(tīng)從工作人人員指引進(jìn)站。7.我?guī)湍?lián)系急救中心。8.不要驚慌。9.我去給您拿急救箱。10.先生，公共場(chǎng)所禁止吸煙。三、閱讀理解Duringthesubwayride,theremayinevitablybesomepassengerdisputes,andsubwaystaffusuallytrytheirbesttoresolvetheconflictsbetweenthetwoparties,maintaintheorderoftherideandthesafetyofpassengers.Thekeyistoremaincalmandrational,andsolveproblemsthroughreasonablecommunicationandpeacefulnegotiation.Case1:CompetingforseatsDuringthepeakhoursofthesubway,passengerXiaoMingfoundanemptyseatonacrowdedtrain.However,ashewasabouttositdown,anotherpassenger,XiaoHong,alsowalkedtowardsthatseatandclaimedtohavearrivedfirst.Thetwostartedarguingandblamingeachother.Handlingmethod:(1)Staycalm:Asasubwayworker,firstandforemost,staycalmandintervenewithacalmattitude.Acalmattitudecanhelppreventthesituationfromescalatingfurther.(2)NegotiateResolution:Attempttoresolvedisputesthroughnegotiation.Firstly,askthetwopassengersfortheiropinionsandhelpthemfindacompromisesolution.Youcansuggestthatoneofthemwaitforthenextstationorfindanotheremptyseat.(3)Ruledescription:subwaystaffcanexplainthesubway'sseatrulestotwopassengers,suchaswhethertherearepreferentialseatsorseatgivingrules.Thishelpseliminatedisputesandhelpspassengersbetterunderstandtherules.(4)Fairnessandimpartiality:Whenhandlingsimilardisputes,itisnecessarytoensuretheprinciplesoffairnessandimpartiality.Notfavoringeitherpartyandstrivingtofindafairandreasonablesolutiontoensuretheprotectionofpassengers'rights.Case2SqueezingandCrowding:(1)Calmdissuasion:Ifwitnessingsqueezingandcollisionbetweenpassengers,calmdissuasioncanbeusedtoremindthemtomaintainorderandpoliteness.(2)Adjustingthecrowdingsituationofcarriages:Subwaystaffcanarrangemoretrainsorstrengthenpatrolsduringpeakhourstoreducethedegreeofcrowdingincarriages.(3)Guidingpassengerstogetonandoff:Subwaystaffcanguidepassengerstogetonandoffinanorderlymanner,avoidingcongestionandpushingeachother.Case3DisruptingOrder:(1)Remindpassengerstocomplywithregulations:Ifanypassengersengageinviolations,theycanbepolitelyremindedtocomplywithsubwayregulations,suchasprohibitingeating,drinkingbeverages,spitting,andsmoking.(2)Strengthenpatrolsandmonitoring:Subwaystaffcanstrengthenpatrolsandmonitoringinsidethecarriagestopromptlydetectandstopviolations.1.Readthepassageanddecideifthefollowingsentencesaretrueorfalse(Tfortrue,Fforfalse)(1)Duringsubwaytransportation,thereareoftenpassengerdisputesthatstaffdonotneedtopaymuchattentionto.()(2)Thekey