资源简介

课 题 Unit4 Customer Service (Warming up & Listening and speaking) 课 型 Listening and speaking 课 时 2
授课班级 授课时间 80mins 授课教师
教材分析 本课教学内容选自高等教育出版社出版的“十四五”职业教育国家规划教材，《英语3基础模块》中Unit 4 Customer Service的Warming up和Listening and Speaking部分，要求学生能在听的过程中提取双方的问题和态度，能以顾客的身份表达诉求，和以服务者的身份处理投诉，培养职场语言沟通能力,思维差异感知能力，提升职业素养。
学情分析 知识基础 经过关于购物话题的学习，学生基本能掌握购物时顾客与服务员常用的一些语言，关于购物方式的表达等等，但还不熟悉关于售后服务的表达；对于顾客表达自己的诉求和服务者处理投诉的表达很不熟悉，还需要进一步学习。 认知能力 学生对于日常投诉和处理投诉有一定了解，但是对语境中如何礼貌而有效的实现投诉和处理投诉，缺乏相应的语言储备和迁移能力。 学习特点 学生英语基础较弱，但是思维活跃，喜欢在“真实的情景中”进行语言学习。教师应采取由浅入深的教学策略，先为学生扫除词汇障碍，然后通过听力积攒语言的输入，再由机械模仿到语境运用实现语言的输出，逐步引导学生达到本节课的学习目标。
学习目标 1. elicit customer complaints and perceive their attitude; 2.elicit the solutions and deal with complaints ; 3.improve their listening skills by scanning the task before listening and taking notes while listening. 4.make a complaint as a customer and deal with the complaint as a service personnel in different situations 5.Perceive customer-oriented service attitude and the professional principle of handling affairs according to professional procedures. 6.recognize the value of honesty in doing business.
学习重难点 1. elicit customer complaints and perceive their attitude; 2.elicit the solutions and deal with complaints.
教学方法 小组讨论法、任务教学法、情境教学法
课前准备 ppt课件，语音素材，视频与图片
教学媒体 PPT课件、多媒体设备、语音素材、拓展资源包等
教学过程
教学环节 教师活动设计 学生活动设计 设计意图
Step 1: Lead in Create a situation. T: Lisa bought a dress on Taobao,but the size is wrong,so she communicates her problem with the shop owner online. A: Hello, B:What can I do for you A:I want to change my dress. B:What’s the problem A:It is the wrong size. B:I’m sorry for the inconvenience caused. Please wait a minute.We will change the right size for you. After-sales problems. T: What after-sale problems have you had in your life S: wrong delivery, package delay,package loss,return and exchange, quality problem, price change Have you met these problems T: Have you met these problems It is the wrong size. There is no hot water again. There is something wrong with the mobile phone battery. The dish is too salty. Understand the dialogue between the shop owner and the customer. Learn about the variety of after-sales problems. Get familiar with these after-sales problems. 本环节是导入部分，创设淘宝购物的情境，让学生带入到情境中来，顺其自然地了解有关售后问题的英文表达，激活词汇。
Step 2: Warming up Look and match. T: Have you met these problems in the pictures What happened in the pictures A.The dish is too salty. B.It is the wrong size. C.There is something wrong with the mobile phone battery. D.There is no hot water again. 2. Think and tick. T: What sentences are used when making a complaint Language points. Have sth. done让某事被做 Make a complaint投诉，complain about抱怨，complaint n.名词，complain v.抱怨 Sentence pattern conclusion. T: Here are some useful sentences when making a complaint or talking about after-sales problems. Make a complaint: The dish is too ... It is the wrong ... There is something wrong with ... There is no ...again. I’d like to have ... repaired. Excuse me, I’d like to make a complaint. I am calling to complain about... After-sales problems: The dish is too salty. It is the wrong size. There is something wrong with the mobile phone battery. There is no hot water again. I’d like to have my mobile phone repaired. Observe the pictures and match. Take notes of the key points and get familiar with the useful sentences. 本环节旨在激活学生关于常见售后问题的词汇储备，并在有句型提示的情况下，熟悉相关表达，为下一环节的听力活动做语言储备。
Step 3: Listening Pre-listening T: Do you know the components of a phone S: Screen, camera, battery T: What after-sales problems will a smart phone have S: unable to charge the battery properly/can not take pictures/broken screen While-listening 1.Listen and choose. Let students read the question and predict the answer. T: Why did Tim go to the service center Listen and tick. Firstly, let students read the phone maintenance record and predict the answer. T: Tim went to the service center to have his mobile phone exchanged. The staff recorded the problems on the maintenance record sheet. Do you know what the elements of a mobile phone repair list are S:name of the customer, item, problem, time of purchase, solution ... Listen and complete. T: Please read the passage and fill in the blanks according to the information appeared in the previous part. After that, listen and check answers. Post-listening Show the listening script. Key points. Seem to似乎 Under guarantee在维修期内 Get to know the components of a phone and the possible after-sales problems it will have. Listen to the material for three times and finish the tasks. Imitate the pronunciation and intonation and try to follow the script.And take notes of the language points. 本环节旨在训练学生根据已有的信息预测听力内容，在听的过程中获取和归纳关键信息，并能以第三人称的角度完成信息转述，培养学生交流沟通能力和逻辑表达能力。
Step 4: Dialogue learning Listen, read and underline. T: Tim had another problem. Listen and repeat the dialogue. Watch and answer. T: Pay attention to these questions, now I will play the video, please find out the answers to them. 1.What is the customer’s need ____________________________________. 2.What’s the problem ____________________________________. 3.When did he buy it ____________________________________. 4.What is the solution ____________________________________. 3.Choose T or F Present five sentences and let students to read through the dialogue and judge T or F. 4.Fill in blanks. T: Please fill in the key information according to the Chinese. 5.Key points. (1)have sth done让某事被做 (2)seem to似乎 (3)blank screen黑屏 (4)even if/though即使 (5)show sb. sth给某人展示某物，双宾语结构 (6)so that=in order that“以便”，在此处引导目的状语从句 (7)get sth done=have sth done,让某事被做 (8)exchange A for B 用A换B (9)It’s my pleasure=My pleasure=It’s a pleasure=You’re welcome 不客气 (10)With pleasure 我的荣幸 6.Words practice. Practice important words through a game. Listen to the dialogue and imitate the pronunciation, then practice the dialogue with partners. Watch and answer questions Finish the exercise to have a better understanding of the dialogue. Take notes and understand the situations of these different sentences. 本环节通过画出表意见的句型以及跟读，让学生对文本有初步了解，知道对话的主题及重点句式。 通过观看视频回答问题，判断正误以及填空等活动让学生加深对文本的理解。 分析重点词句让学生弄清不同句型的使用情景，为后续的口语输出做好输入准备。
Step 5: Speaking Imitate and Talk. T: Please use the sentence patterns given to make up a new dialogue by replacing the key information. Role play. T: Discuss with your partners about the two questions: What does the man complain about /How to solve the problem properly Make use of the key words listed and make up a dialogue. Get familiar with the background and practice with partners. 此环节通过替换关键词模仿练习等活动加强口语练习，将语言知识和口语表达技能迁移到实际的语境中，培养学生职场语言沟通能力。
Step 6: Practice 1.Excuse me, I’d like my phone _______. A.refund B.refunding C.refunded D.to refund 2.The phone battery ______have a problem. seems to B.seems C.seeming D.seeming to 3.I’m sorry for the convenience _______. A.causing B.caused C.cause D.causes 4.I want to make sure whether this product is_______guarantee. A.under B.with C.for D.for
Step 7: Summary 让某事被做 have sth done 投诉 make a complaint 售后问题 after-sales problem 似乎；好像 seem to 在维修期内 under guarantee 黑屏 blank screen 即使 even if/even though 造成的不便 inconvenience caused 给某人看某物 show sb. sth 为了；以便 so that/in order that] 是我的荣幸 It’s my pleasure.
Step8: Homework 1.复习本部分的教学内容，朗读背诵活动6的对话，读记本课重要词汇和表达。 2. 拓展作业： 根据下列提示和搭档拍摄一段投诉和处理投诉的视频，并回传至学习平 台或班级群。 (1) have you experienced any after-sales service problem (2) What problem did you have with it (3) How did you express your expectation to the staff (4) How did the staff deal with your complaint

展开更多......

收起↑