Locker_Chapter_19_Oral_Presentations
高中英语家长会课件41班
03
The plan also includes a list of recommended teaching resources, such as textbooks, online resources, and supplementary materials
Score improvement
Score analysis
Learning time management
Most students allocate sufficient time for English learning, but time management is not optimal Some students spend too much time on vocabulary memorization and ignore grammar exercises
Be open and honest
Both parents and teachers should be open and honest when communicating, sharing feedback and suggestions to help the student improve
Weak vocabulary and grammar knowledge
Problem analysis
03
English Teaching Plan and Objectives
CHAPTER
Content Overview
01
The semester teaching plan includes the overall content of the English course, including reading, writing, listening, speaking, grammar, and vocabulary
高中英语 第二部分 VOA慢速英语《美国万花筒》第19课（文本）素材
高中英语第二部分 VOA慢速英语《美国万花筒》第19课（文本）素材英语翻议讲解：1.curator n.管理者,管理人,图书馆馆长例句：The curator conducted us round the museum. 馆长带领我们在博物馆各处参观。
Our curator is an expert on the research of bronzeware. 我们馆长是研究青铜器的专家。
2.unusual adj.罕有的, 异乎寻常的例句：It was an unusual day for summer, damp and chilly. 这是夏季少有的一天, 又湿又凉。
The boy's unusual behaviour puzzled the doctor. 这男孩的异常行为使医生困惑不解。
3.album n.（唱片或盒式磁带等上的）音乐专辑，歌曲专辑；歌集唱片，唱片例句：Will you look over his album? 你要不要去看看他的歌集唱片?4.fame n.名声, 名望例句：Her chief fame rests on her several films. 她的名声主要来自她的几部影片。
She is a woman of ill fame. 她是个名声不好的女人。
5.alternative adj.两者择一的, 供替代的例句：We returned by the alternative road. 我们从另一条路回来的。
不寻常的, 非传统性的例句：These are alternative medicine. 这些是非传统性药物。
6.beneath prep.在…的下方, 在…的底下例句：They sheltered beneath their umbrellas. 他们躲到了伞下。
1.He said studying this jewel will help scientists learn more about diamonds in general.in general一般而言, 总的来说, 从总体上看例句：The class are, in general, very bright. 总的说来, 这个班级的学生都很聪明。
《哈利波特与阿兹卡班囚徒》第19章《伏地魔的仆人》中英文对照学习版
中英文对照学习版Harry Potter and the Prisoner of Azkaban《哈利波特与阿兹卡班囚徒》Chapter NineteenThe Servant of Lord Voldemort第19章伏地魔的仆人Hermione screamed. Black l eapt to his feet. Harry jumped as though he'd received a huge el ectric shock.赫敏尖叫起来，布莱克一跃而起，哈利好像突然遭受了强烈的电击。
‘I found this at the base of the Whomping Will ow,’ said Snape, throwing the Cl oak asid e, careful to keep his wand pointing directly at Lupin's chest. ‘Very useful, Potter, I thank you ...’“我在打人柳底下发现了这个。
”斯内普把隐形衣丢到一边，一面仍小心地用魔杖直指卢平的胸膛，“很有用的，波特，我要谢谢你……”Snape was slightly breathl ess, but his face was full of suppressed triumph. ‘You're wond ering, perhaps, how I knew you were here?’he said, his eyes glittering. ‘I’ve just been to your office, Lupin. You forgot to take your Potion tonight, so I took a gobl etful along. And very lucky I did ... lucky for me, I mean. Lying on your d esk was a certain map. One glance at it tol d me all I need ed to know.I saw you running al ong this passageway and out of sight.’斯内普有点气喘，但一脸抑制不住的得意。
Kidnapped诱拐Chapter1
Kidnapped诱拐Chapter1Chapter 1 David meets his uncleIt was early in the month of June, 1751, when I shut the door of our house behind me for the last time. All my life I had lived in the quiet little village of Essendean, in the Lowlands of Scotland1, where my father had been the dominie, or schoolteacher. But now that he and my mother were both dead, I had to leave the house. The new dominie would soon arrive, and he would teach at the school and live in the dominie's house. So, although I was only seventeen, there was nowhere for me to live, and no reason for me to stay in Essendean.But my heart was beating with excitement as I walked down the road, because in my hand I carried the letter that my father had given me just before he died. "Davie," he had said, "when I am dead, take this to the house of Shaws, near Cramond. That's where I came from, and that's where you must go. Put this letter into the hands of Ebenezer Balfour."Balfour! The same name as my own! It was the first time I had heard of any of our family outside Essendean.So I decided2 to walk to Cramond, hoping that perhaps this Mr Balfour, in his fine big house, would receive me kindly3, and help me to become a rich man one day. With my plaid over my shoulder, I walked fast up the hill away from the village. What an adventure, to leave that sleepy place, where nothing everhappened, and go to a great, busy house, to be with rich and important people of my own name and blood! But when I reached the top of the hill, I turned a little sadly, to take my last look at the dominie's house, and Essendean churchyard, where my father and mother lay.My journey northwards4 took almost two days. By midday5 on the second day I could see the smoking6chimneys8 of Edinburgh in front of me, and soon I arrived in Cramond.Now I began to ask people on the road for the house of Shaws. Their answers worried me a little. Some people seemed surprised, some afraid, and some angry, when I spoke9 the name of Ebenezer Balfour. I could not understand this, but it was too far to go back to Essendean that day, and I wanted to find the rest of the Balfour family very much So I continued on my way, and when I met a dark, wild-looking woman coming towards me, I asked her where the house of Shaws was She took me to the top of the next hill, and showed me a large building standing10alone in the bottom of the next valley. Although the fields around were green, and the farmland11 was excellent, the house itself looked unfinished and empty. Part of its roof was missing12. There was no road to it, and no smoke coming from any of its chimneys, nor was there any garden. "That!"I cried. "No, it can't be!" "It is!" cried the woman angrily. "That is the house of Shaws! Blood built it, blood stopped the building of if, and blood shall bring it down! Black is the heart of Ebenezer Balfour! Ye can tell him from me that I hope to see him die, and his house fall down around him!" The woman turned anddisappeared. I stood where she left me, shaking like a leaf, and looking down at the house for a long time. But when it began to get dark, I noticed some smoke coming out of the chimney7, and felt a little more hope ful. "There must be a fire, and cooking, and people in the house," I thought. So I walked up to the front door. The house seemed locked up and unwelcoming, but there was fire light shining through the kitchen window, and I could hear someone talking quietly to himself. Bravely, I lifted my hand and knocked loudly on the strong wooden door. The house was suddenly #p#分页标题#e#silent14, and there was no reply. I knocked and knocked, and shouted as loudly as I could. Finally, the win dow opened, and a man holding a gun put his head out."What do ye want?" he asked."I've come here with a letter for Mr Ebenezer Balfour of Shaws. Is he here?""Who is it from?" asked the man with the gun."That's none of your business," I replied, getting angry."Well, put the letter down by the door, and leave.""I will not!"I answered sharply15. "I'm going to give it to Mr Balfour himself. The letter introduces me to him.""Who are ye then?" was the next question."I'm not ashamed16 of my name. It's David Balfour."The man almost dropped his gun. After a long while, he asked in a changed voice, "Is your father dead?" I was too surprised to answer, but he continued, "Aye, he must be dead, and that's why ye have come. Well, man, I'll let ye in," and he disappeared from the window.Now the door was unlocked17, and a voice from the darkness said, "Go into the kitchen and touch nothing." I obeyed, while the man locked the heavy door carefully again. I found myself in the emptiest kitchen that I had ever seen. There was a fire, but no other light. On the table was a bowl of porridge and a glass of water, in front of the only chair. Around the walls were several locked chests19. There was no other furniture. The man who now appeared in the kitchen was small, mean-looking and white-faced, between fifty and sev enty years old, and wearing a dirty old nightshirt. The worst thing about him was that he could neither take his eyes away from me, nor look straight into my face.#p#分页标题#e#"If ye're hungry," he said, "ye can eat that porridge. It's grand20 food, porridge! Let me see the letter!""It's for Mr Balfour, not you," I replied."And who do ye think I am? Give me Alexander's letter! Ye may not like me or my house or my porridge, but I'm your born uncle, Davie, my man!"This was the end of all my hopes. I was too tired and miser21 able to speak, so I silently22gave him the letter, andsat down to eat the porridge."Your father's been dead a long time?" he asked, giving me a quick look from his sharp eyes."Three weeks, sir," I said."He was a secretive man, Alexander was. Perhaps he didn't talk much about me? Or about the house of Shaws?""I never knew he had a brother, sir, or ever heard the name of Shaws.""To think of that!"he replied. "A strange man!"But he seemed very pleased, and began to look at me with more inter23 est. Soon he jumped up and said, "We're going to get on well, Davie! What's mine is yours, man, and what's yours is mine. Blood's thicker than water, and there's only ye and me of the name of Balfour. Now I'll show ye to your bed."He took me up some dark stairs and showed me into a room.I could not see anything. "Can I have a light, sir?" I asked. "No, ye can't. No lights in this house! I'm afraid of fires, ye see. Good night to ye, Davie, my man." And before I had time to reply, he pulled the door shut and locked it from the outside. The room was very cold, but luckily I had my plaid with me, so I covered myself with it like a blanket, and soon fell asleep.#p#分页标题#e#The next day my uncle and I had a small bowl of porridge and a glass of water for breakfast, lunch and supper. He did notspeak much to me, but was clearly thinking hard. I often noticed him looking at me, while pretending24 to do something different, and he never left me alone in the kitchen with the locked chests, in which, I supposed, he kept his money. I did not like the way he looked at me, and began to wonder if he was a little crazy, and perhaps dangerous.After supper he said suddenly, "Davie, I've been thinking. I promised your father a bit of money for ye before ye were born.A promise is a promise -- and so I'm going to give ye…forty pounds!" These last words seemed very painful to him. He added25, in a kind of scream, "Scots!"A Scottish26 pound was the same as an English shilling27. I could see that his story was a lie, so I laughed at him, saying, "Oh, think again, sir! English pounds, surely28!""That's what I said, 'replied my uncle quickly. "Go outside for a moment, and I'll get the money for ye."I was smiling as I went out, sure that he would give me nothing at all. It was a dark night, and I could hear wind in the hills. "There may be thunder later," I thought, not knowing how important the weather would be to me that night.But when my uncle called me in again, he counted thirty eight English pounds in gold into my hands. It clearly hurt him to do it, and he kept back the last two pounds, but I did not mind that. Surprised and pleased, I thanked him warmly."Now," he said, looking cleverly at me, "ye can give me something, Davie. I'm getting old now, and I need help.""Of course, sir," I answered. "What can I do?""Well, go outside and climb the stairs at the other end of the house, where the building isn't finished yet. Go up to the room at the top, and bring down the chest18 that ye'll find there. It's got valuable papers29 in it.""Can I have a light, sir?" I asked."No," he said sharply. "No lights in my house!" "Very well, sir. Are the stairs good?""They're grand," said he. "The stairs are grand. Out I went into the night. As I was feeling my way along the outside wall, there was a sudden13 flash of lightning, then darkness again. I found the stairs and started climbing. I was about fifteen metres above the ground, when there was another flash of lightning. That was lucky for me, because it showed me that the steps were uneven30, and that I could easily fall to my death. "These are the grand stairs!" I thought."Perhaps my uncle wants me to die!"Now I was very careful, and I felt each step with my hands before I put my foot on it. A few steps later my hand felt cold stone, and then nothing more. The stairs ended there, twenty metres above the ground. I felt cold with fear, when I thought of the danger that I had been in. Sending a stranger up those stairs in the dark was sending him straight to his death.#p#分页标题#e#Angrily, I turned and felt my way down. There was a crash of thunder, and suddenly the rain came down. At the bottom of the stairs I looked towards the kitchen, and could see, in the next flash of lightning, a figure standing still in the doorway#p#分页标题#e#31, listening. When the thunder sounded again, louder than before, he ran back inside, and I followed as softly32 as I could. I found him sitting in the kitchen, drinking whisky33 straight from the bottle, and shaking with fear. Quietly I came up behind him, and, putting my hands sud denly on his shoulders, cried, "Ah!"My uncle gave a kind of broken cry, and fell to the floor like a dead man. His face was a strange blue colour, and I began to think that he really was dead. At last his eyes opened, and he looked up and saw me. "Oh man, are ye alive or a ghost?" he cried "Get me my medicine, Davie -- it's for my heart." I found the medicine bottle and gave him some. He soon began to look a little better. "Why did you lie to me?" I asked angrily. "Why did you give me money? And why did you try to kill me? Answer me!""I'll tell ye tomorrow, Davie, I promise. Help me to bed now, will ye?" He still looked very ill, so I could not refuse. But this time I locked his bedroom door, and went to sleep in front of the kitchen fire.When I woke up in the morning, I felt very pleased with myself. "He thinks he's cleverer than me, but he isn't!"I thought. When I let my uncle out of his room, I asked him again for an explanation After a while, he said, "Davie, I have some businesswith a ship's captain at Queensferry. Now, we could walk over there, and when I've done my business, we could visit the lawyer, Mr Rankeillor. He'll answer all your questions. He's an honest man, and he knew your father. What do ye say to that?"I thought for a moment. I had never seen the sea, but had always wanted to! "It's a grand idea," I said.It was a morning's walk to Queensferry, Which was west of Edinburgh, but we did not say a word to each other on the way. Suddenly, at the top of a hill, we could see the Firth of Forth34below us, blue and calm, with white sails on it."Ye see that public house?" asked my uncle. "Captain Hoseason's there, to do business with me. There's the ship's boat on the beach, waiting to take him to the ship. And there's the ship itself! A grand ship!"I had to agree with him. The sailors were getting the ship ready for sailing35, and I thought what an exciting adventure that would be -- to sail away to a foreign country.We walked down the hill to the public house and met the captain there. He was a tall, dark, serious-looking man, who shook hands politely with me. Stupidly, I left these two men to their business, and ran down to the beach, to talk to the sailors and look at the boats. It was all new and very interest ing to me.As I was coming back, I met the owner of the public house."Good morning," he said. "Did ye come with Ebenezer?""I did," I replied. "He isn't well liked, I understand.""That's true," he answered. "Nobody speaks well of him. It all started with that story about Mr Alexander, his brother.""What story?" I asked."Oh, just that Ebenezer had killed him. Did ye never hear that?""And why would he kill my f --, I mean, Alexander?""To get the house, of course, the house of Shaws.""Aye, man? Was my -- was Alexander older than Ebenezer?""Indeed he was! No other reason for killing36 him!"This was a great surprise to me! I had thought that my fa ther was the younger brother, and I now understood why my uncle had lied to me, and wanted to kill me. The house of Shaws had belonged to my father, not my uncle, and now I had inherited37#p#分页标题#e# it. The poor country boy who had walked from Essendean was the owner of a fine house and farmland! My head was full of the wonderful things that I could do in my life, as I looked, unseeing, at the sea.Just then my uncle and the captain came out of the publichouse. The captain smiled in a friendly way as he spoke to me. "Sir," he said, "Mr Balfour has told me a lot about ye. I'm only sorry I haven't time to get to know ye better. But I'd like ye to come on to my ship for half an hour, before we sail, and have a drink with me."#p#分页标题#e#Now, more than anything in the world, I wanted to see the inside of a ship, but I remembered that I had to be careful. "My uncle and I have to see the lawyer, sir," I replied, "so I'm afraid we may not have enough time.""Aye, aye," he answered, "I know, but ye see, the ship's boat can put ye both down near Rankeillor's house, after ye've seen the ship, so ye won't lose any time." Suddenly he said quietly in my ear, "Watch out for the old man -- he wants to hurt ye. Come and talk about it." Putting his arm in mine, he said loudly, "What can I bring ye back from my travels? A friend of Mr Balfour's is a friend of mine!"By this time we were on the beach, and he was helping38 my uncle and me into the boat. I thought that I had found a good friend and helper39, and I was very excited as we came closer to the great ship, full of busy, noisy sailors. The captain and I were the first to climb up the ship's side, and at the top the captain immediately put his arm through mine and began to talk about the ship."But where is my uncle?" I asked suddenly. I pulled myself away from the captain's arm, and ran to the side of the ship. Sureenough, there was the boat returning to Queensferry, with my uncle sitting in it. I screamed, "Help, help! Murder!"and my uncle slowly turned to look at me.I did not see any more. Already strong hands were pulling me away. Then something hit my head；I saw a great flash of fire, and fell to the ground.。
Unit 3 The Land Of The Lock
The Land of the Lock
The Great Wall
第七页，编辑于星期二：三点 十九分。
Lead-in
3. What can we do to protect ourselves?
In modern times elaborate and hi-tech LOCKS
Dead-bolt lock 防盗锁
formaldehyde [fɔ:‘mældihaid]甲醛 icefish银鱼:
not bad for a long time cook , stored for a long time
第二十页，编辑于星期二：三点 十九分。
第二十一页，编辑于星期二：三点 十九分。
第二十二页，编辑于星期二：三点 十九分。
电子报警系统
Unit 3 Security
The Land of the Lock
Unit 3 The Land of Lock
第三十七页，编辑于星期二：三点 十九分。
Part 2
3.Steel Bars against theft 防盗窗遍布(Para.4)
Suburban families have steel bars built in sliding glass doors.郊区的 许多人家安装了玻璃滑门，内侧有装得很讲究的钢条以防撬开
Unit 3 Security
The Land of the Lock
第三十六页，编辑于星期二：三点 十九分。
Part 2
2.Security Systems were put to use 防盗设备层出不穷 (Para.4)
dead-bolt lock
防盗锁
security chain
Academic Writing(学术英语写作)中国大学mooc课后章节答案期末考试题库2023年
Academic Writing（学术英语写作）中国大学mooc课后章节答案期末考试题库2023年1.__________ is a very unique genre in academic context for it recalls what youhave learned.答案:Reflective writing2.__________ will contain raw data and other materials not central to the mainwork.答案:Appendix3.__________are a way of combing two sentences which have a close relationshipinto one.答案:Semicolons4.What is problem in the following statement?"Many people like large families."答案:Unspecific language5.What hedgin g language is used here to show the author’s degree ofconfidence?“One of the main functions of the pancreas is to produce hormones.”答案:Adjective6.The words “this”, “which” and “likewise” can be used as __________.答案:reference7.Read the following definition and identify the problem in it."By commercial advertisements, I mean these tricks and traps manufacturers use to advocate their products in all kinds of mass media."答案:Loaded definition with negative emotions8.Which of the following is NOT true about a paragraph developed byclassification?答案:Items from different classes can be discussed here.9.Read the following sentences and decide what kind of causal analysis thesesentences follow?"What has sparked the increasing interest in exercise? Firstly, people have gained a greater awareness of the need for physical fitness. Furthermore, the constantly improving standard of living enables Chinese people to patronize the increasing number of recreational venues. The main thing perhapscenters on the healthcare and psychological benefits exercise provides."答案:One single effect is caused by multiple causes.10.When we are planning to write an essay developed by comparison orcontrast, what should we consider as the first step?答案:Points of comparison11.Which of the following is NOT a function of the Conclusion?答案:It adds some new evidence or ideas to the essay.12.Read the following short paragraph and decide which arguing approach is used here."Autonomous vehicles (AVs) are imperfect, but they are likely to eventually become safer drivers than humans. According to data of automotive fatalities from the World Health Organization in 2018, 1.35 million humans died in car accidents, with tens of millions more injuries and disabilities (World Health Organization, 2018). Few of those deaths were the results of part failure or bad luck; the majority results from intoxication, texting while driving, and other distractions."答案:deductive13.Look at the copyright page of a book. What is the publishing house?答案: Routledge14.Look at the copyright page of a book, who is the author of the book?答案:Stephen Bailey15.In general, titles of science papers have around __________ words.答案:10-1516.When writing the Results section, we should consider the following steps__________:①summarize your findings with the relevant data②determine which results to present③present the data in an appropriate way④organize the data in order答案:②④③①17.From specific to general, a conclusion should contain: ____________,_______________, __________, _______________.①restatement of research purpose②limitation and recommendation③implications and significance④synthesis of main results答案:①④③②18.Which of the following is correct when the same author is cited for twopapers published within the same year?答案:Ellis, 2019a; Ellis, 2019b19._________ can include a general topic in the first part and a specific topic abouta distinctive feature of the study in the second part, which are oftenconnected by a colon.答案:Two-part titles20.__________ is a series of words that will often appear together.答案:Collocation21.“Replacing some of the author’s words in your text with synonyms, butmaintaining the overall structures and the vocabulary of the original” is not considered as plagiarism.答案:错误22.Academic writing is complicated.答案:错误23.In your academic writing, you should try to maximize the number of contentwords. One way to do this is to increase the number of nouns or nounphrases.答案:正确24.Many collocations in English contain function words, such as nouns, verbs,adjectives and adverbs.答案:错误25.Only transitional words, such as “because” and “thus”, can be regarded asgood transition to achieve coherence.答案:错误26.In an essay developed by comparison and contrast, the block pattern ispreferable in long writing in which there are numerous points underdiscussion.答案:错误27.When we write a conclusion for a process essay, we only need to repeat theinformation mentioned in the essay without providing any specific details.答案:正确28.An argumentative essay is an essay in which you agree with an issue andsupport it with evidence.答案:错误29. A thesis statement may state not only the author’s own point of view but a lsothe view from the other side.答案:正确30.An annotated bibliography include the list of all your sources and thesummary of the content of each source.答案:正确31.The following is an acceptable direct quotation:Gould and Brown (1991) explained that Darwin used the metaphor of thetree of life "to express the other form of interconnectedness–genealogicalrather than ecological” (p. 14).Reference:Gould, J. & Brown, A. (1991). The mating mind. Behavior Ecology,22(3),10-19.答案:正确32.Titles need to keep short and concise, and attracts the reader’s attention.答案:正确33.The abstract is the first thing you write.答案:错误34.An abstract should be fully understandable on its own to someone whohasn’t read your full paper or related sources.答案:正确35. A formal review of literature should be in the Introduction section of aresearch paper.答案:错误。
更衣室谈话 locker-room talk
更衣室谈话 locker-room talk最近，美国公布出多段美国共和党总统候选人特朗普在2005年接受采访时的音频，期间他与节目主持人私下谈论自己与一名已婚女性关系，发表了很多歧视女性的言论。
而面对媒体的狂轰滥炸，特朗普只得多次强调，这些粗鄙的言论只不过是一些“更衣室谈话”（locker-room talk）。
“I don't think you understood what was said. This was locker room talk,”Trump said. “I'm not proud of it. I apologized to my family. I apologized to the American people. Certainly, I'm not proud of it, but this is locker room talk.”特朗普说：“你没明白怎么回事。
这就是更衣室谈话。
我很惭愧，我向家人道歉，向美国人民道歉。
我当然很惭愧，但这就是更衣室谈话。
”Locker-room talk is the crude, vulgar, offensive and often sexual trade of comments guys pass to each other, usually in high school locker rooms. Exists solely for the purpose of male comedy and is not meant to be taken seriously. “更衣室谈话”指的是男性之间粗鲁、低俗、具有冒犯性、通常含有性意味的交谈内容。
这种谈话经常发生在高中的更衣室里。
“更衣室谈话”只是男性之间的说笑，不应当真。
然而，特朗普的辩解又触怒了体育界人士。
Unsurprisingly, professional athletes grew irate at the insinuation that similar lewd remarks were commonplace in men's locker rooms.不出所料，职业运动员们对此感到气愤，因为这暗讽类似的下流用于在运动员的更衣室很常见。
前台练习题
前台练习题一、基础知识类1. 请简述前台的职责范围。
2. 前台接待礼仪中，如何正确使用电话沟通？3. 解释什么是5S管理，并说明其在前台工作中的应用。
4. 请列举三种前台工作中常用的办公软件。
5. 前台在处理客户投诉时应遵循哪些原则？6. 请描述前台接待客人时的基本流程。
7. 如何正确记录和传达客户的留言？8. 前台在处理突发事件时应如何应对？9. 请简述前台在处理快递和邮件时应注意的事项。
10. 请列举五种提高前台工作效率的方法。
二、沟通技巧类1. 如何运用非语言沟通技巧提高前台服务质量？2. 请举例说明如何运用同理心技巧与客户建立良好关系。
3. 在前台接待中，如何运用提问技巧引导客户？4. 请描述如何运用倾听技巧提高前台服务质量。
5. 如何运用正面语言技巧化解客户不满？6. 请列举三种提高前台沟通效果的身体语言。
7. 在前台接待中，如何运用幽默技巧缓解紧张气氛？8. 如何运用沉默技巧在适当的时候给客户留下思考空间？9. 请描述如何运用反馈技巧确保客户需求得到满足。
10. 如何运用确认技巧确保双方沟通无障碍？三、客户服务类1. 请简述前台在客户服务中的重要作用。
2. 如何根据客户需求提供个性化服务？3. 请列举三种提高客户满意度的方法。
4. 如何正确处理客户投诉？5. 请描述前台在处理客户意见反馈时应注意的事项。
6. 如何运用客户关系管理（CRM）系统提高前台服务质量？7. 请简述前台在客户服务中的危机应对策略。
8. 如何通过前台服务提升企业品牌形象？9. 请列举三种前台在客户服务中常用的沟通技巧。
10. 如何在客户服务中运用团队合作精神？四、突发事件处理类1. 请描述前台在遇到突发火灾时应如何应对。
2. 如何处理客户突然晕倒的情况？3. 请列举三种前台在处理突发事件时应遵循的原则。
4. 如何在突发事件中保持冷静和专业的态度？5. 请描述前台在遇到停电时应如何应对。
6. 如何处理客户在前台发生争吵的情况？7. 请简述前台在遇到恐怖袭击时应如何应对。
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Four Strong Openers
1. Startling statement 2. Narration or anecdote
Things that happened to you beat canned stories
3. Question
Listen to audience answers
Fear, continued…
@ Contract muscles; then relax them
Start with feet and calves Move to shoulders, arms, and hands
@ @ @ @
Take few deep breaths from diaphragm Pause, look at audience before speaking Focus on communicating, not feelings Use energy in gestures, mobility
Choosing the Kind of Presentation
@ Monologue—presenter speaks without interruption @ Guided discussion—
Speaker presents issues audience agreed to earlier Presenter serves as facilitator, tapping audience knowledge
Look directly at questioner Look at entire audience as you answer
Handling Questions, continued…
@ @ @ @ Don’t say, That’s a good question! Repeat question before you answer Link answer to purpose and points made Re-word hostile or biased questions
@ Jot down details, examples you’ll use
Effective Delivery: Handling Questions
@ Anticipate questions; prepare to answer them @ Tell audience early how you’ll handle questions @ Don’t nod to show you understand question
Effective Delivery: Standing and Gesturing
@ Place feet apart for good balance; flex knees @ Walk if you want to
Move purposefully; don’t pace Stand still for formal talk or if on camera Don’t block screen showing your visuals
@ Interactive—a conversation, like sales presentations
Planning Strong Opening and Closing
@ Use as positions of emphasis @ Interest audience and emphasize key point @ Memorize opener and closer
Knowledgeable Freeze Laugh
Development
Research Practice Observations Toastmasters Dale Carnegie
So, what does an amazing presentation look like?
@ Use natural gestures for emphasis
Big, confident ones work best
Effective Delivery: Notes
@ Note cards
Use 4 x 6 or 5 x 7 cards Hold notes high Look at them infrequently
Fear, continued…
@ Use only normal amount of caffeine @ Avoid alcoholic beverages @ Re-label your nerves
Not fear – scared – nervous Say adrenaline – energetic – excited
Why Should You Care?
Transferable Skill Enhance Reputation/Gain Respect Display Skills Essential to Climbing the Ladder
Anxiety/Concerns
Boring Not
Designing PowerPoint Slides, continued…
@ Three to five points per slide @ Customize your slides
Logo Photo Chart
@ Use animation to control flow, build interest
Effective Delivery: Eye Contact
@ Make eye contact
Even before you start speaking Hold gaze about 5 seconds
Effective Delivery: Voice
@ @ @ @ @ @ Make voice easy to listen to Volume Vary volume, pitch, and speed Sound energetic and enthusiastic Enunciate Reduces Uhs, ums, ahs
Planning Presentation Strategy
@ Analyze audience @ Think about physical conditions @ Adapt message to audience and situation
@ Make simpler than written message to same audience
"According to most studies, people's number one fear is public speaking. Number two is death. Death is number two? Does that seem right? To the average person that means that if they have to go to a funeral, they'd be better off in the casket than giving the eulogy." -Jerry Seinfeld
Group Presentations
@ @ @ @ @ @ Introduce each member Pay attention to members as they present Plan transitions Enforce time limits strictly Coordinate visuals for coherence Practice, practice, practice!
4. Quotation
Choosing Data
@ Determine what data to present in visuals @ Make data decisions based on what the audience needs to know @ Present statistics and numbers in ways that are easy to hear @ Simplify numbers
ห้องสมุดไป่ตู้
Designing PowerPoint Slides
@ Use a consistent background @ Use a big font
44 to 50 point for titles
32 point for subheads
28 point for examples
@ Use bullet-point phrases @ Use clear, concise language
Creating an Overview
@ Tell what you’ll cover first, second, and third
Helps audience know what to expect Prepares audience for tracking and remembering your points Offers clear signpost as you end each point
Too much distracts the audience
Effective Delivery: Fear
@ Be prepared
Analyze audience Organize thoughts and content Design visuals Rehearse opener and closer Check out room and equipment