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1 dealing with...
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2 文本与参考答案
Dealing with problems and questions
处理故障和回应问题
学习内容提要：
Strategies for coping in unexpected situations 处理意外状况的策略
Useful phrases for dealing with problems and questions 处理故障和回应问题可用的实用表达
Context 情景
1 a 你在做报告或演示时，有没有碰到以下几种情况？
Your mobile phone went off.
Someone in the audience kept interrupting you.
Your microphone wouldn't work.
You couldn't understand the questions someone asked you.
Your laptop computer crashed.
You didn't know the answer to the question.
b 你还遇到过哪些突发状况？将它们添加到上题的列表中。你当时是怎样处理的？
小贴士：参见Unit 2，了解更多有效使用设备和视觉资料的方法。
2 听录音中6段报告的节选。
1 What problem does each speaker experience?
2 Do they deal with the situation effectively? Why? Why not?
Presentation语言呈现
回应问题
1 再听一遍其中两位的报告录音，判断以下说法是否正确。
A 1 The woman fails to hear the first question.
2 The woman answers the question immediately.
B 3 The man checks he understands the question.
4 The man is unable to rassure Marina.
2 用适当的单词或表达将下列选段补充完整。参照第108页音频5.2的录音文本核对答案。
A Woman: 1 _________ a bit, please? I didn't 2__________ what you said.
Man1：Sorry. I said, what about fees for delegates?
Woman: I'll 3____________ very shortly. Just before I do...
Man2: Can you tell us about the workshop sessions?
Woman: 4___________ leaving questions until I've finished, please?
B Woman: I'd like to ask whether he rumours are true.
Man: 5_____________ rumours about possible department closures?
Woman: Yes, we've heard that HQ are going to close our events department.
Man: Well, I 6___________ your worries, Marina, but I can confirm there'll definitely not be any closures.
小贴士：并不是任何时候都可以打断演讲者。
3 a 将练习2中使用的一些表达填入下表中适当的位置。
| Asking someone to repeat the question | |
| Checking you have understood the question | |
| Avoiding answering the question | I'll come to that very shortly. |
| Dealing with interruptions | |
| Giveing your opinion tactfully/ putting a different view across |
b 将第87页上的卡片两两组对，组成更多的表达，添加到上表中。
Useful phrases
| What exactly | I can see |
| Perhaps we can discuss | If I understand your correctly |
| Jane, would you like | I appreciate |
| more slowly, please? | Unfortunately, I can't |
| Could you speak | your point. |
| say at the moment. | do you mean? |
| take that question instead? | you're asking why did it. |
| your concern. | that later. |
小贴士：can, could/would和 would you mind(+-ing)都可以用来表示礼貌的请求。
4 在下列情况下你会说什么？
1 Someone asks you a tricky quesiton and you would prefer not to deal with it now.
That's an interesting questions...
2 Someone asks you a question that your colleague knows more about.
Martin,...
3 Someone asks you a question too quickly for you to understand.
I'm sorry,...
4 Someone interrupts you in the middle of your presentation.
Could ...
小贴士：当有人问你难以回答的问题时，不要慌张，给自己一点时间思考答案（例如：Let me see/think...; That's a very good question...）。
处理故障
5 将句子的前后两部分对应起来。哪些句子是用来表示歉意的？哪些是用来告诉听众你接下来要做什么的？
1 I'm afraid
2 If you'll / Can you just bear
3 I'm sorry,
4 I'm just going to
5 I must
6 Please accept my apoplogies
7 Just a minute
8 Excuse me a moment while
a apoplogize for this.
b but there seems to be a problem with the microphone.
c for the delay.
d I try and sort this out.
e speak to my assistant.
f that we don't seem to have the slide I need.
g while I fetch another machine.
h with me for a minute...
小贴士：要及时告诉听众发生了什么事，以免他们摸不着头脑。
6 再听一遍本单元“ 情景”部分其中两名发言人的报告录音。他们用了上述的哪些表达？是否可以用其他表达代替？
小贴士：注意其中一名发言人是如何确认自己声音足够大的：Can I just check everyone can here me?
Practice 演练
回应问题
1 填空
1 I didn't c ____________ what you said.
2 PLease could you r____________ the question?
3 I didn't quite f___________ what you said.
4 Stefan, would you like to t_____________ this question?
5 What exactly do you m_______?
6 Would you m_____________ waiting for a moment?
小贴士：如被问及具有挑战性、有争议的问题，为避免发生冲突，课建议报告结束后在讨论。
2 a 想想你最近要做的一个报告或演示。头脑风暴一下，想想听众可能会问的10个问题，写出你对每个问题的回答。
b 请一位同事问你上述问题，练习回答。评价自己的表现：是否有效作答？讲得够清楚吗？声音够响亮吗？说话速度是否适中？
处理故障
3 和你的同事头脑风暴一下，想想做报告或演示时还会遇到哪些故障。这样准备才能有效处理这些故障？（例如：准备一些讲义，以防幻灯片中途出问题。）出现意外状况你会怎么跟听众说明？
4 充分的准备能帮你避免在做报告或演示时出现状况。和一位同事合作，一起找出准备报告或演示的过程中需要注意的事项，制成表格。以下是一些例子。
| Problem | Find out in advance... | Useful phrases |
| talking too long | how long I have. | How much time have I got for my presentation? |
| Laptop crashing | if there is other equipment I can use. | WIll there be a back-up computer? Is there an OHP available if I need it? |
5 按照正确顺序排列下列单词，组成完整的句子。
1 I/ excuse/ find/ me/ a/ while/ technician./ Please
2 that/ I / I'm/ won't/ be/ afraid/ able/ to/ show/ the/ you/ film.
3 I'm/ broken./ sorry,/ is/ but/ DVD/ the
处理故障和问题
6 请看第88页上的卡片。在每种情况下，你会说什么？
| You run out of time. | You forget what you want to say. | Your mobile phone goes off. | Your aren't allowed to give the information someone asks you about. |
There are problems with the wall speaker. | Your slides aren't visible at the back of the room. | Your computer crashes. | There aren't enough seats for everyone. |
Some people noisily enter the room late. | Some people ar e interrutping you constantly. | You don't understand what someone asks you. | You are showing the wrong slide. |
Your video conferencing equipment won't work. | The CD player you need hasn't arrived. | Your slides are in the wrong order. | There aren't enough handouts. |
You can't hear what someone is asking you. | Your colleague knows the answer to a question you are asked. | People are talking to each other loudly. | You don't know the answer to a question. |
7 你有没有在未得到事先通知的情况下做过报告或演示？有些人认为这很难。和你的搭档一起，选择第89页的角色（A和B）进行扮演。
A Your colleague is stuck in a traffic jam and is late for work. You will have to update the boss on how the project you are both working on is going instead. |
B Your boss is giving a presentation to a group of clients, when he suddenly asks you to explain the work of your department. |
小贴士：准备报告或演示时，多想想你可能会被问到的问题和容易出现的故障。
Consolidation 巩固练习
1 在你正式做报告前，先和同事演练一遍。让你的同事在你做报告时和结束后提问，然后讨论一下你的回答怎么样。
2 正式做完报告后，回答下列问题。
Did you have to deal with any proiblems or tricky quesitons?
What were they? What did you say/do?
Whast would you do/say differently next time?
Reference 重要词汇和表达
Useful phrases 实用表达
Dealing with problems 处理故障
Apologizing 致歉
| I'm (so/very/really) sorry (about the delay). | （对于耽搁，）我感到（非常）抱歉。 |
| I'm afraid ( we have a problem). | 恐怕（我们遇到了故障）。 |
| I must/do apologize （about this）. | （对于此事，）我必须道歉。 |
| Please accept my apologies (for this). | 请接受我（对于此事）的道歉。 |
Saying what you are going to do 告知你将要做的事
| Can you/ If you'll just bear with me （while I get some help）,... | （我去找人帮忙，）请稍等我一会儿…… |
| Just one moment while I (fetch another laptop). | 稍等一会儿，我（去拿另一台电脑）。 |
| Excuse me a moment while I (pass out some handouts). | 稍等一会儿，我（分发讲义）。 |
| I'm just going to (speak to my assistant). | 我要去（跟我的助理讲话）。 |
Dealing with questions 处理问题
Asking someone to repeat a question 让某人重复问题
| Sorry, could you repeat( that/the question)? I didn't catch what you said. | 抱歉，你能重复一下（问题）吗？我刚刚没听清你说的话。 |
| Could you speak (more slowly/up), please? | 你可以说地（慢点/大声点）吗？ |
| Would youi mind (saying that again)? | 你可以（再说一遍）吗？ |
Checking you have understood the question 核实是否正确理解问题
| Do you mean (on Monday)? | 你是说（星期一）？ |
| What exactly do you mean? | 你的确切意思是什么？ |
| If I understand you correctly, (you're asking why we did it). | 如果我没有理解错的话，（你是问我为什么要这么做）。 |
| I'm sorry, but I didn't quite follow you/understand what you said. | 抱歉，我不是十分明白/理解你说的话。 |
Avoiding answering the question 避免回答问题
| Jane, perhaps you could take that question instead. | 简，或许你可以替我回答那个问题。 |
| Unfortunately, I can't say at the moment. | 很遗憾，我现在不能说。 |
| Perhaps we can discuss that later. | 或许我们可以稍后讨论。 |
Giving your opinion tactfully 巧妙地陈述观点
| I understand what you're saying, but( I'm afraid I don't agree). | 我明白你所说的，但（恐怕我不能同意）。 |
| I can see your point, but I'm afraid (we have no option). | 我可以理解你的观点，但恐怕（我们没有选择的余地）。 |
| I can understand your worries, but ( it won't happen). | 我能理解你的担忧，但（你担心的事不会发生）。 |
| I appreciate your concern, but (the conference will still go ahead). | 我理解你的关切，但（会议还得继续）。 |
Vocabulary 词汇
Conference 会议
| book v. 预定；预约 | booking n. 预约；预定 |
| conference n. 会议 | crash v. (计算机）瘫痪，崩溃 |
| dekegate n. 代表 | events department 活动部 |
| (pass out) handouts (分发）讲义 | hold (an event) 举办（活动） |
| microphone n. 麦克风 | organzie v. 组织；安排 |
| present v. 陈述 | presentation n. 报告；介绍；陈述 |
| presenter n. 主持人；主播 | session n. (指一批人参加某项活动）一段时间 |
| speaker n. 演讲者；发言者 | video-conference equipment 视频会议设备 |
| workshop n. 研讨会 |
学习建议
如果在做报告时需要用到卡片，建议在每张卡片的背面写上报告各阶段可能会用到的重要表达（例如，回应问题时可用：Would you mind repeating that?）
Review 复习
Skills 技巧
对于报告中处理故障和回应问题，你有什么建议？
Useful phrases 实用表达
1 用方框内的单词补全下列句子。
| accept bear catch come hear repeat see understand |
1 I'm sorry. I didn't __________ you. Could you speak up a bit?
2 Can you just ___________ with me for a minute?
3 I _________ what you're saying.
4 I didn't __________ what you said.
5 I will __________ on to that later.
6 Could you ____________ the question, please.
7 I can _______ your point.
8 Please __________ my apologies.
2 运用本单元所学表达，根据括号内的提示对各种情况作出回应。
1 Oh dear, the OHP isn't working. (apologize)
2 So, how much is organizing the conference going to cost us?
( say you'll deal with the question later)
3 I'd like to ask why we are holding the even in June.
(ask another colleague to reply instead)
4 Can I just ask why we're not using the Balihol Hotel? It's the best in the whole city.
(disagree tactfully)
5 I'm afraid I've run out of handouts.
(say what you're going to do)
3 参见第107页和第108页音频5.1中第2个发言者和第4个发言者的录音文本。他们可以说些什么来更有效地处理问题。
Vocabulary 词汇
用本单元学到的有关会议的词汇完成下图。
Pronunciation 发音练习
朗读本单元“重要词汇和表达”中“实用表达”部分列出的各个表达，并录音。听录音，回答下列问题。
Did you speak loudly and clearly enough?
Did you speak at an appropriate pace?
