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单元名称 Unit 5 It’s Necessary to Develop Soft Skills 课型 Listening and Speaking
教学目标 1. 能够正确选择与各种不同的软技能相关的词句，听懂并谈论一名员工最需要具备的软技能的相关话题；恰当使用所学词句表达关于客户投诉的解决方法。 2. 能够体会软技能的重要性，思考并罗列一名员工最需要具备的软技能；能区分投诉与回复的不同表达，并结合自身实际，尝试提出关于顾客投诉的解决方法。 3. 能够了解职场中的软技能，深刻体会软技能对职业发展与企业发展的重要性。 4. 能够运用预测、把握大意、理解细节等听力策略完成语言任务；采用恰当的学习方法，如利用词典或采用同义词进行表达，逐渐培养正确的认知策略以扫清交际中的语言障碍。
思政目标： 能够了解职场所需的基本软技能，认识到职场软技能的重要性，注重软技能的培养，提升个人的综合素质。
教学重点 1. 能听懂与各种不同的软技能相关的词句表达，如courage, attitude, teamwork, communication skills, self-confidence, time management, willingness to cooperate, problem-solving skills, positive attitude, team spirit, participate in, impressive, solution, schedule, challenge, delay, disappointed, let down, take some time, organizing the work, I am sorry for the trouble./ I am here to help you. 等。 2. 能区分投诉与回复的表达。 3. 能罗列一名员工最需要具备的软技能
教学难点 能结合自身实际，恰当使用所学词句表达关于客户投诉的解决方法。
教学方法 交际教学法、任务教学法
教学手段 PPT课件、多媒体设备、语音素材等
教学过程
教学环节与 时间分配 教学活动与步骤 设计意图 评价要点
Warm-up 5’ T shows Ss six pictures, and then asks Ss to tell the names of these pictures. T helps with more expressions if Ss have difficulty in describing them. 从学生现有的生活经验入手，引导学生学习相关的背景知识和主题词汇。 用英文尝试说出图片的英文表达。
Pre-listening 8’ 1. Ss listen to the recording to catch the soft skills words and match them with the correct pictures in Activity One. 通过多图拓展背景词汇，通过图、词、音、义的配对及时巩固新知。 正确匹配软技能的类型图片和相关英文表达。
2. T asks Ss the most important soft skills an employee may have. T shows the expressions in Activity Two. Ss pick out the most important ones. T encourages Ss to tell more soft skills they know. 拓展软技能的相关词汇，为后续听说教学作铺垫。 选出一个员工最需要具备的软技能，并能开拓思维说出更多软技能的表达。
3. With board writing, T concludes that proper expressions of the soft skills are called "professional qualities" and elicits that we need to "recognise how to improve our professional general abilities". 借助板书及时小结“职业素养”概念，引出听力对话主题，为语言学习做准备。 理解职业素养包含的内容，准确说出相关职业通用能力。
While-listening 21’ T tells Ss that Eden joined Ms Smith’s group. Ss read and listen to the related words in the box in Activity One and guess what they are talking about. 通过听读相关词汇，增加新词汇复现率，扫清词汇障碍。做听前预测，指导学生运用听力学习策略，提高听力专注度和效率。 听懂并读出相关词句，明确与听力有关的对话主题。
Ss listen to the dialogue for the first time, tick the keywords which T has written on the board and check their guesses. 通过听力任务引导学生检验听前预测，训练学生更好地运用听前预测策略。 正确捕捉听力材料中的关键词(work, organise, prioritise, efficient, team spirit)，理解主题，获取大意。
Ss listen again and complete the blanks in Activity Two. After listening, T shows the dialogue text and Ss check their answers. Ss read and repeat the expressions and dialogue. 通过听力任务训练学生获取细节信息的策略，关注重点词句的含义和发音，通过多次跟读加深文本理解。 正确获取细节信息，梳理对话大意，正确理解并朗读重点词句。
Ss listen to the dialogue again and tick the skills Ms Smith mentioned in the dialogue in Activity Three. T checks answers with Ss. 通过听力任务明确核心信息，进一步巩固重点词句的发音，为后续的语言输出做好铺垫。 学生能完整、正确罗列出听力中提及的软技能。
5. According to the given dialogue, Ss work in pairs to role-play Eden and Ms Smith. T checks Ss’ pronunciation. 根据对话进行角色扮演，帮助学生及时巩固重点词句，提高使用熟练度，也能反馈学生的发音情况，为后续语言输出打下基础。 表演对话内容，保证语音准确，对话交流自然、顺畅。
6. T introduces the situation: Sarah complained with the shop assistant. Ss try to guess what the problem was and how the shop assistant solved the problem. Ss share their answers and reasons. 通过创设新情境以延续语言学习活动。听前预测帮助学生保持听力兴趣并锻炼思维能力，也为重点词句check/ I am sorry for the trouble./ I am here to help you.的引入和反复使用提供机会。 预测人物的经历并简单说明判断原因。
7. Ss listen to the second dialogue for the first time to check their guesses and complete the dialogue with the sentences in the box in Activity Four. 通过听力任务，训练学生利用听取关健信息的策略来获取基本大意的能力。 准确说出顾客投诉的问题以及补全听力文本。
8. Ss first tell the meaning of each sentence in Activity Five. T tells Ss the meaning of ‘complaints’ and ‘replies’. Ss guess the answer. Then Ss listen to the dialogue again and sort the sentences into the different kinds. 通过引导学生梳理题意解决理解问题，通过预测的听力策略，提升学生细节信息的提取能力，同时培养学生思维判断能力。 听时准确记录关键词等相关信息，听后提取细节信息正确完成任务。
9. With board writing, T leads Ss to review how the shop assistant solved the complaint. 通过梳理听力中职员处理投诉的流程，提升学生凝练信息的能力以及思维能力，同时加强其职场应对能力。 能写出职员应对客户投诉的步骤。
10. Ss role-play in pairs the given dialogue. T checks their pronunciation and then gives an evaluation and suggestions. 根据对话进行角色扮演，帮助学生及时巩固重点词句，提高使用熟练度，并能及时调整、改善表达和发音。 运用交际策略表演对话，保证语音准确，对话交流自然、顺畅。
Post-listening 10’ 1. Ss work in pairs to tell their solutions of the problem. 结合自身实际，提出对投诉的解决方案，培养学生得体地处理客户投诉问题的软技能运用能力。 尝试提出对于客户投诉的解决方案。
2. Ss discuss in groups of four and exchange their opinions of the problem. Ss collect the opinions they agree with and write them down on the posters. 培养学生运用所学判断、分析、筛选信息的能力。 列举解决问题的方法，并能根据自身实际筛选出较为可行的方案。
3. T shows the posters titled "Problem Solving", analyzing some students’ opinions and giving suggestions. After presentation, each group chooses the best ideas. 利用海报呈现学习成果激发学生成就感，引导学生快速回顾、梳理、总结、归纳和强化学习内容。 串联新学语言和自身知识或感受并汇报海报基本内容。尝试判断观点的优缺点。
Homework 1’ 1. Finish the poster in groups and get ready for poster display next class. 2. Practise role-playing the dialogues in the listening and speaking part with your partner and send the audio clip to the learning platform. 完成海报，准备展示，鼓励学生用所学语言表达对投诉问题的解决。对话角色扮演，巩固听说，上传学习平台，开展即时评价，完善学习评价电子档案袋。相关内容的复习、夯实为下一阶段的阅读教学作铺垫。 构建知识框架，巩固重点词句，开展语言实践，促进交流与互动。
板书设计 Unit 5 It’s Necessary to Develop Soft Skills Listening and Speaking
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