課  題Unit 4 Customer Service(Reading and writing)課  型Reading and writing課  時(shí)2授課班級(jí) 授課時(shí)間90mins授課教師 教材分析本課教學(xué)內(nèi)容選自高等教育出版社出版的“十四五”職業(yè)教育國(guó)家規(guī)劃教材，《英語(yǔ)3 基礎(chǔ)模塊》中第四單元的閱讀和寫作（Reading and writing）板塊，本閱讀語(yǔ)料是“投訴和處理投訴”的話題，要求學(xué)生通過(guò)閱讀文章，能判斷如何處理投訴，概括文章的主題、梳理投訴信息、推測(cè)投訴者的投訴內(nèi)容，并能使用恰當(dāng)?shù)脑~匯與句型完成投訴經(jīng)歷的描述，回復(fù)投訴信。學(xué)情分析經(jīng)過(guò)聽說(shuō)內(nèi)容的學(xué)習(xí)，學(xué)生已能根據(jù)情境選用得體的用語(yǔ)進(jìn)行常見的投訴，能夠使用常見句型處理投訴。通過(guò)閱讀一封投訴信的回信，學(xué)習(xí)清晰地描述向其合作客戶表達(dá)歉意，并解釋原因和給出解決問(wèn)題的方法表達(dá)和溝通，引導(dǎo)學(xué)生分析中西方的投訴信的不同，進(jìn)一步培養(yǎng)概括、提煉、分析關(guān)鍵信息的閱讀能力，以及職場(chǎng)語(yǔ)言溝通能力和思維差異感知能力。通過(guò)寫作夯實(shí)語(yǔ)言基礎(chǔ)，描述投訴經(jīng)歷，回復(fù)顧客的投訴信，培養(yǎng)邏輯表達(dá)能力。學(xué)習(xí)目標(biāo)Knowledge objectives:To learn words and phrases to reply a complaint: leaflet,deliver, sincere,apology, due to,It happened that...,in charge of,try one’s best to do sth,arrange,as quickly as possible,make sure,mention,delay,cause lose to, request,reduce...by...To be able to use these sentences skillfully:Since we have been partners for so long, we’ll try our best to work out a better solution for you.Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%.Ability objectives:To understand the letter and know the clear procedures to reply a complaint letter.To be able to write a letter to deal with an after-sale complaint.Emotional objectives:To understand and accept the different complaints between Chinese and English.To develop senses of service and honesty in doing business.學(xué)習(xí)重難點(diǎn)To get the clear procedures to reply a complaint letter.To write a reply letter using proper expressions and right procedures.教學(xué)方法小組討論法、任務(wù)教學(xué)法、情境教學(xué)法課前準(zhǔn)備PPT課件，語(yǔ)音素材，圖片教學(xué)媒體PPT課件、多媒體設(shè)備、語(yǔ)音素材、拓展資源包等 教學(xué)過(guò)程教學(xué)環(huán)節(jié)教師活動(dòng)設(shè)計(jì)學(xué)生活動(dòng)設(shè)計(jì)設(shè)計(jì)意圖     Step 1:Warming up   1.Play a video to find“More ways to make a complaint”.1)     Review the expressions to make and deal with a complaint,and underline those appearing in the dialogue.2)     Brainstorm more ways to make a complaint and compare the difference with Chinese.?         go to the shop (face to face)?         make a telephone call?         set an email  Discuss and answer:What will you do in the following situations?1) You received incorrectly delivered goods.2) The delivery of your order is delayed.3) The delivery man placed a wrong address sheet on your package.  Watch the video and review the expressions learned last period.Then brainstorm more ways to make a complaint.    2.Discuss how to deal with the after-sale problems and choose a proper way to make a complaint.讀前活動(dòng)，視頻展示電話投訴的場(chǎng)景，復(fù)習(xí)有關(guān)投訴的表達(dá)，頭腦風(fēng)暴找出投訴的更多方法，設(shè)計(jì)售后問(wèn)題，選擇投訴方式，鍛煉審辯性思維能力，為后續(xù)的閱讀活動(dòng)做語(yǔ)言和信息的鋪墊。          Step 2:Reading  1.Read and choose.Read the letter quickly to find the right title of the letter.(find the evidence sentences to support the title)...the leaflets incorrectly delivered to your company. I’d like to express our sincere apology for the inconvenience due to our carelessness.2.Read and complete.Read each paragraph to clear the structure of the article and finish the mind map in task11.(according to the key words:Problem, Cause, Solution)     3.Read and tick.Read and decide whether they belong to the customer’s letter.Try to find the evidence sentence in the passage.   4. Discuss and compare.Show a Chinese complaint letter to discuss and compare the complaint letter’s difference between Chinese and English. 1.Read and choose what the letter is for.     2.Read the letter carefully .Draw the key information about  problem, cause, and solution. Try to finish the task 11.   3.Read the sentences carefully to decide whether they belong to the customer’s letter.Understand the passage better. 4.Discuss the difference in group and accept the difference.學(xué)生通過(guò)閱讀文章，歸納總結(jié)關(guān)鍵信息，概括信件大意，并找出支撐此結(jié)論的關(guān)鍵語(yǔ)句.  根據(jù)關(guān)鍵信息、尋找支撐語(yǔ)句、梳理信件中的投訴信息和解決方案信息，側(cè)重培養(yǎng)學(xué)生在閱讀過(guò)程中，快讀尋找關(guān)鍵詞，細(xì)讀分析和提煉關(guān)鍵信息的能力。 通過(guò)閱讀投訴信的回信，在此基礎(chǔ)上推測(cè)投訴信的內(nèi)容，培養(yǎng)學(xué)生尋找和分析關(guān)鍵信息，進(jìn)行推理判斷的能力。 開放性討論活動(dòng)，要求學(xué)生通過(guò)對(duì)比中英文投訴信的差異，提升思維差異感知的素養(yǎng)，從而感知中西方文化差異。Step 3:Reading article learningLanguage points analysis.Analyze the important words and phrases :leaflet,deliver, sincere,apology, due to,It happened that...,in charge of,try one’s best to do sth, ,arrange,as quickly as possible,make sure,mention,delay,cause lose to, request,reduce...by...Since從句，Even though從句  Understand the important language points and take notes.分析重點(diǎn)詞匯,短語(yǔ)及長(zhǎng)難句，幫助學(xué)生把握語(yǔ)言表達(dá)的準(zhǔn)確性，強(qiáng)化文本理解，同時(shí)為寫作輸出打下基礎(chǔ)。     Step 4:Writing1. Read and describe.Fill in the description of the pictures about Mary’s experience when making a complaint.Ask a student to check his/her work and correct the mistakes.  2.Write and practice.1)List the procedures to reply a complaint and write the letter according to the structure.  2)Ask two students to show their works on the screen.Teacher gives some advice and corrects mistakes.Describe the experience of Mary’s complaint.    Sum up the procedures and complete the letter by themselves.Show the writing.Find if there is missing information or errors, and add or correct them.通過(guò)活動(dòng)14圖片信息提示，完成投訴經(jīng)歷補(bǔ)充，厘清投訴緣由和解決方法，為接下來(lái)的回復(fù)郵件做準(zhǔn)備。 寫作練習(xí)，要求學(xué)生根據(jù)上下文含義及邏輯關(guān)系，完成投訴信的回復(fù)。在提出解決辦法時(shí)，學(xué)生應(yīng)區(qū)分什么是解決顧客當(dāng)下問(wèn)題的方案，什么是穩(wěn)定長(zhǎng)期合作的方案，從而鍛煉學(xué)生職場(chǎng)語(yǔ)言溝通能力和邏輯思維能力。Step 6:Summary  Leaflet  n.傳單；宣傳冊(cè)E.g:A leaflet has been sent to every middle school in the country.已經(jīng)向全國(guó)每一所中學(xué)發(fā)放了傳單。  Deliver vt.投遞；遞送 delivery n.投遞；遞送E.g:They always deliver goods on time.他們總是能按時(shí)交貨。 I got a delivery of fresh eggs this morning.我今天早晨收到了送來(lái)的新鮮雞蛋。  Sincere adj.真誠(chéng)的；誠(chéng)懇的 sincerity  n.真誠(chéng)；誠(chéng)摯 g:He accepted her apologies as sincere.他接受了她真誠(chéng)的道歉。 I was impressed with his deep sincerity.他為人至誠(chéng)，給我留下了深刻印象。  Apology n.道歉；認(rèn)錯(cuò) express/make an apology to sb for sth 因某事向某人道歉E.g:I didn't get an apology.沒(méi)人向我道歉。The boy made an apology to his mother for telling lies.這個(gè)男孩因?yàn)檎f(shuō)謊向他母親道歉。  due to 因?yàn)?，由?/span>E.g:Errors may have been made due to his carelessness.錯(cuò)誤可能是由于他的粗心而產(chǎn)生的。  It happened that... 碰巧...(It 是形式主語(yǔ)，真正的主語(yǔ)是that 引導(dǎo)的主語(yǔ)從句)E.g:It happened that dogs can refuse to fight from the very start.在最開始的時(shí)候，會(huì)發(fā)生狗拒絕打架的事情。  in charge of  負(fù)責(zé)E.g:He was placed in charge of the department .他受命主管這個(gè)部門。  try one’s best to do sth  盡某人最大努力做某事E.g:I am trying my best to prosecute my duties .我正在盡力履行我的職責(zé)。  Arrange vt.安排；計(jì)劃E.g: Can you arrange a tour for y wife and I to see the places of interest in Shenzhen.你能安排我和我妻子去參觀深圳的名勝嗎?make sure 確保，確定E.g:Please make sure you understand this point .務(wù)請(qǐng)你們體諒這一點(diǎn)。Mention  v.提及，提到E.g:Now that you mention it , i do remember .你這樣一說(shuō)，我想起來(lái)了。Delay v.延遲，推遲，延期E.g:The delay is due to the shortage of hands .事情耽擱下來(lái)是由于人手不足。cause lose to   給...造成損失E.g:This accident caused great lose to the company.這次事故給公司造成了巨大的損失reduce...by... 減少...E.g:The price of this medicine has been reduced by half此種藥品的價(jià)格降到原來(lái)的一半。Reduce the retirement age for teachers to 55 .把教師的退休年齡降低到55。Request  n.請(qǐng)求；要求E.g:Divide into groups and use role-play to practise making your request.通過(guò)分組角色扮演來(lái)練習(xí)提出要求。Since引導(dǎo)原因狀語(yǔ)從句E.g:Since I am not crazy, I do not care .既然我沒(méi)有發(fā)瘋，我就毫不在乎。Even though引導(dǎo)讓步狀語(yǔ)從句E.g:We must not let up , even though we are winning .我們即使快贏了也決不可松勁。 Step 7:Homework  Remember the useful words and expressions in the period.  Grasp the key sentences and procedures to reply a complaint.  Write a letter to complain your actual after-sale problem.板書設(shè)計(jì)教學(xué)反思（留白）  

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