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课 题 Unit 4 Customer Service (Culture Understanding & Group Work) 课 型 Culture Understanding and Group Work 课 时 1
授课班级 授课时间 90mins 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》中第三单元的Culture Understanding and Group Work板块，Culture Understanding板块介绍了世界不同国家的商务礼仪和文化差异，涉及对待时间和约定的不同态度，反映了不同的价值观、文化和思维方式，了解不同职场文化的同时，拓宽了学生国际视野。Group work板块则是运用本单元所学，整理一份投诉信信息，分析案例给出解决方案，并完成报告，检验本单元所学内容，培养学生职场语言沟通、思维差异感知、跨文化理解和自主学习的能力。
学情分析 由于学生的生活经验所限，文化理解中的商务礼仪和文化差异是学生的知识背景缺陷，需提前布置学生预习和查阅相关资料，为文化理解做好铺垫。Group Work需要结合本单元所学，根据活动要求，小组合作完成任务，教师帮助学生们扫除活动中可能出现的词汇短缺和表达不当，引导学生们完成任务，提升其自信心和解决实际问题的能力。
学习目标 Knowledge objectives: To learn words and phrases: conduct,business meeting,reference,hand out,offence,Turkey, Turkish,deadline,negotiation,bargain,drop by,Filipinos,place a high value on... Ability objectives: To learn some business etiquette and culture in different countries. To be able to write a complaint case analysis report. Emotional objectives: To feel the great business etiquette and culture in China.
学习重难点 To learn some business etiquette and culture in different countries. To write a complaint case analysis report.
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，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: Warming up Ask and answer:What is the business etiquette in different countries America：polite; punctual; elegant; don’t get too close... Germany：strict; punctual; efficient; formal; don't cross talk or whisper ... Britain： pay attention to clothes; polite; keep one’s words; don’t smoke.. 1.Ask and answer in groups to get more information about the etiquette in the world. 学生课前查阅相关信息能帮助学生进一步了解不同国家的商务文化，为课堂进一步的学习做好充分准备。
Step 2: culture understanding Read and fill the table below: Read the article and work in group to answer the following questions. 1)Who do not like deadlines in business 2)In which countries should we take care not to share personal information Language point analysis: conduct,business meeting,reference,hand out,offence,Turkey, Turkish,deadline,negotiation,bargain,drop by,Filipinos,place a high value on... Read and find the key information about different countries’ etiquette. Read article carefully to get the key information to answer the questions. Master the new words and phrases to understand the text better.Take some notes to help learn them easily. 通过查找信息、对比不同国家的商务礼仪，了解其反映的不同价值观、文化和思维方式。 通过再读课文，回答问题，完成阅读任务。 掌握重要词汇和表达，积累商务礼仪的相关表达,了解不同职场文化的同时，拓宽了学生国际视野。
Step 3: Group Work Suppose your company has received many complaints letters from customers, and now your manager asks you to write a report and put forward suggestions to solve the complaints. Q：What should be included in such a report As: problems; requests of the customer; causes; suggested solutions Memo 1Memo 2 Memo 3 Problems delayed deliveryprice changed from 128 yuan to 98 yuanthe screen of the mobile phone was brokenRequest of the customerpay for lossfill the price differencehave the phone exchanged
Work in groups. Read the complaint letters and get the problems to fill in the memo. Work in groups.Choose a situation to analyze and give the suggested solutions. Memo 1Memo 2 Memo 3Causes deliveryway of promotionviolent deliverySuggested solutions pay for the lossfill the price differencesend them a new one and give them a discount for future orders
Finish the report according to the information.And share it in the class,correct the mistakes if necessary. Brainstorm to solve the problem. Work in groups ,one student read ,and two students to find the main after-sale problems and the last one to fill in the memo. Discuss the causes and suggested solutions using the proper expressions. Finish the report using the prepare information and proper expressions. 设计情景，头脑风暴解决问题，激活思维，为接下来的小组任务做准备。 学生阅读理解投诉信，整理记录信息，培养小组合作能力 学生总结投诉来信的原因并提出解决方案，运用语言知识在具体的情境中完成仿真任务. 完成报告,通过实践任务进一步提升学生职场语言沟、思维差异感知、跨文化理解和自主学习的能力与素养。
Step 4: Summary Conduct vt.经营；从事 E.g:I decided to conduct an experiment.我决定做一个实验。 business meeting 商务会议 E.g:I got an important business meeting with Lisa.我和Lisa有一个重要的生意要谈。 Reference n.参照；参考 E.g:Make notes during lectures for reference later on.听讲座的时候记些笔记以便今后参考。 hand out 分发 E.g:They had handed out leaflets in the street.他们在街上已经散发了传单。 Offence n.冒犯；得罪 E.g:He's very sorry for giving offence .他很不愿意得罪人的。 Turkey n.土耳其 Turkish adj.土耳其的；土耳其人的；土耳其语的 n.土耳其语;土耳其人 g:She has journeyed on horseback through Africa and Turkey.她骑马旅行，穿过了非洲和土耳其。 Deadline n.最后期限；截止日期 E.g:They were trying to beat the midnight deadline.他们试图抢在午夜截止期限之前完成。 Negotiation n.谈判；协商 E.g:Positive progress has been achieved during the negotiations .谈判取得了良好的进展。 Bargain v.谈判；讲条件 E.g:Here was a real basis for bargaining .这是达成协议的真正基础。 drop by 顺便来访 E.g: I was thinking about maybe dropping by tomorrow我想明天顺路去看看她 Filipino adj.菲律宾的；菲律宾人的 n.菲律宾人 E.g: I hate to admit it, but they're good and fast. The Filipino kid is a genius.我不愿意承认，不过他们很行，而且手脚又快。那菲律宾小子是个天才。 place a high value on... 对... 给予高度重视 E.g:Parents place a high value on the growth and education of their children.父母高度重视孩子的成长和教育。
Step 5: Homework Finish and perfect the complaint case analysis report. Design a hand-copied newspaper about etiquette and cultural similarities and differences between Chinese and western business.
板书设计 同总结部分。
教学反思 （留白）

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