文档介绍：Unit
6
Quality
After studying this unit, you should be able to:
receive a quality complaint
conduct an effective investigation of a quality problem
take necessary corrective & preventive actions against a quality problem
diagnose the root cause of a quality problem and fix it
settle a quality complaint
1
In Class
Period 1: Listening 1 → Speaking 1 (Task 1-2) ↓Period 2: Watching 1 → Speaking 1 (Task 3-4) ↓Period 3: Listening 2 → Speaking 2 (Task 1-2) ↓Period 4: Watching 2 → Speaking 2 (Task 3-4)
After Class
Unit File + Supplementary Listening + Project
Teaching Plan
2
Knowledge
Get a general idea of the typical working situations concerning quality in an organization.
Skills
Learn to transfer a customer’s complaint to the manufacturer.
Be able to understand how to receive a customer’s complaint
Understand how to conduct a field investigation
Learn to analyze the root cause of a quality problem
Teaching Plan
3
Outline
1
2
1
2
1
2
Further Listening+
Further Watching +
Fun time
Part1- Listening
Part2- Watching
Part3- Speaking
Part4- Supplementary Material
4
· ____________________
· ____________________
being friendly, being sincere
Unit
6
Quality
Listening 1/TASK 1
A Customer’s Complaint
1. Warming-up
Suppose you work in a Customer Service Department. Discuss with your partner what qualities are needed to handle customer complaints effectively.
· ____________________
· ____________________
· ____________________
· ____________________
being a good listener
being helpful
being thoughtful/considerate
creative thinking/problem-solving ability
· ____________________
· ____________________
being flexible
positive body language
being cooperative, being tolerant
5
Unit
6
Quality
Listening 1/TASK 1
New Words & Expressions
odd a. 奇