(四)教学方法与手段 课堂讲授、多媒体教学、分组练习 第七章FOOperations-亚；Active listening (一)目的与要求 1.Knowing how to deal with complaints 2.Reply to a letter of complaints. 3.Becoming an active listener 4.Active listening (二)教学内容 第一节 L.主要内容：Dealing with complaints 2.基本概念和知识点： 1)LEARN procedure to deal with complaints. 2)Drills to comfort angry guests. 3.问题与应用（能力要求） Knowing how to deal with angry guests. 第二节 l.主要内容：Active listening 2.基本概念和知识点 1)Leamn to actively listen to the people around you,and be fully conscious when you communicate 2)Study ways to rephrase and clarify your communication to ensure mutual understanding. 3)Learn to provide feedback in a conversation to ensure messages are being received correctly 3.问题与应用（能力要求） Use critical thinking in service to anticipate guest needs (三)思考与实践 Case study:Coffee (四)教学方法与手段 课堂讲授、多媒体教学、分组练习 第八章Resume Writing: (一)目的与要求 7 7 （四）教学方法与手段 课堂讲授、多媒体教学、分组练习 第七章 FO Operations –III; Active listening （一）目的与要求 1．Knowing how to deal with complaints. 2．Reply to a letter of complaints. 3．Becoming an active listener 4．Active listening （二）教学内容 第一节 1．主要内容：Dealing with complaints. 2．基本概念和知识点： 1) LEARN procedure to deal with complaints. 2) Drills to comfort angry guests. 3．问题与应用（能力要求） Knowing how to deal with angry guests. 第二节 1．主要内容：Active listening 2．基本概念和知识点 1) Learn to actively listen to the people around you, and be fully conscious when you communicate. 2) Study ways to rephrase and clarify your communication to ensure mutual understanding. 3) Learn to provide feedback in a conversation to ensure messages are being received correctly. 3．问题与应用（能力要求） Use critical thinking in service to anticipate guest needs. （三）思考与实践 Case study: Coffee （四）教学方法与手段 课堂讲授、多媒体教学、分组练习 第八章 Resume Writing; （一）目的与要求