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课 题 Unit 4 Customer Service (Reading and writing) 课 型 Reading and writing 课 时 2
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》中第四单元的阅读和写作（Reading and writing）板块，本阅读语料是“投诉和处理投诉”的话题，要求学生通过阅读文章，能判断如何处理投诉，概括文章的主题、梳理投诉信息、推测投诉者的投诉内容，并能使用恰当的词汇与句型完成投诉经历的描述，回复投诉信。
学情分析 经过听说内容的学习，学生已能根据情境选用得体的用语进行常见的投诉，能够使用常见句型处理投诉。通过阅读一封投诉信的回信，学习清晰地描述向其合作客户表达歉意，并解释原因和给出解决问题的方法表达和沟通，引导学生分析中西方的投诉信的不同，进一步培养概括、提炼、分析关键信息的阅读能力，以及职场语言沟通能力和思维差异感知能力。通过写作夯实语言基础，描述投诉经历，回复顾客的投诉信，培养逻辑表达能力。
学习目标 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.
学习重难点 To get the clear procedures to reply a complaint letter. To write a reply letter using proper expressions and right procedures.
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 1.Play a video to find“More ways to make a complaint”. Review the expressions to make and deal with a complaint,and underline those appearing in the dialogue. 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. 读前活动，视频展示电话投诉的场景，复习有关投诉的表达，头脑风暴找出投诉的更多方法，设计售后问题，选择投诉方式，锻炼审辩性思维能力，为后续的阅读活动做语言和信息的铺垫。
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. 学生通过阅读文章，归纳总结关键信息，概括信件大意，并找出支撑此结论的关键语句. 根据关键信息、寻找支撑语句、梳理信件中的投诉信息和解决方案信息，侧重培养学生在阅读过程中，快读寻找关键词，细读分析和提炼关键信息的能力。 通过阅读投诉信的回信，在此基础上推测投诉信的内容，培养学生寻找和分析关键信息，进行推理判断的能力。 开放性讨论活动，要求学生通过对比中英文投诉信的差异，提升思维差异感知的素养，从而感知中西方文化差异。
Step 3: Reading article learning Language 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从句，Even though从句 Understand the important language points and take notes. 分析重点词汇,短语及长难句，帮助学生把握语言表达的准确性，强化文本理解，同时为写作输出打下基础。
Step 4: Writing 1. 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. 通过活动14图片信息提示，完成投诉经历补充，厘清投诉缘由和解决方法，为接下来的回复邮件做准备。 写作练习，要求学生根据上下文含义及逻辑关系，完成投诉信的回复。在提出解决办法时，学生应区分什么是解决顾客当下问题的方案，什么是稳定长期合作的方案，从而锻炼学生职场语言沟通能力和逻辑思维能力。
Step 6: Summary Leaflet n.传单；宣传册 E.g:A leaflet has been sent to every middle school in the country.已经向全国每一所中学发放了传单。 Deliver vt.投递；递送 delivery n.投递；递送 E.g:They always deliver goods on time.他们总是能按时交货。 I got a delivery of fresh eggs this morning.我今天早晨收到了送来的新鲜鸡蛋。 Sincere adj.真诚的；诚恳的 sincerity n.真诚；诚挚 g:He accepted her apologies as sincere.他接受了她真诚的道歉。 I was impressed with his deep sincerity.他为人至诚，给我留下了深刻印象。 Apology n.道歉；认错 express/make an apology to sb for sth 因某事向某人道歉 E.g:I didn't get an apology.没人向我道歉。 The boy made an apology to his mother for telling lies.这个男孩因为说谎向他母亲道歉。 due to 因为，由于 E.g:Errors may have been made due to his carelessness.错误可能是由于他的粗心而产生的。 It happened that... 碰巧...(It 是形式主语，真正的主语是that 引导的主语从句) E.g:It happened that dogs can refuse to fight from the very start.在最开始的时候，会发生狗拒绝打架的事情。 in charge of 负责 E.g:He was placed in charge of the department .他受命主管这个部门。 try one’s best to do sth 尽某人最大努力做某事 E.g:I am trying my best to prosecute my duties .我正在尽力履行我的职责。 Arrange vt.安排；计划 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参观深圳的名胜吗 make sure 确保，确定 E.g:Please make sure you understand this point .务请你们体谅这一点。 Mention v.提及，提到 E.g:Now that you mention it , i do remember .你这样一说，我想起来了。 Delay v.延迟，推迟，延期 E.g:The delay is due to the shortage of hands .事情耽搁下来是由于人手不足。 cause lose to 给...造成损失 E.g:This accident caused great lose to the company.这次事故给公司造成了巨大的损失 reduce...by... 减少... E.g:The price of this medicine has been reduced by half此种药品的价格降到原来的一半。 Reduce the retirement age for teachers to 55 .把教师的退休年龄降低到55。 Request n.请求；要求 E.g:Divide into groups and use role-play to practise making your request.通过分组角色扮演来练习提出要求。 Since引导原因状语从句 E.g:Since I am not crazy, I do not care .既然我没有发疯，我就毫不在乎。 Even though引导让步状语从句 E.g:We must not let up , even though we are winning .我们即使快赢了也决不可松劲。
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.
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