资源简介

单元名称 Unit 8 Online Service 课型 Listening and Speaking
教学目标 1. 能够正确理解与网上购物相关的词句，听懂并谈论与网上购物、售后服务等相关的话题，恰当使用所学词句、补全描述网购的过程，完成有关网购售后的在线交流。2. 能够有条理地应对网上购物出现的问题，恰当地处理售后，结合真实语境，用英语分享解决方案，实现知识和思维能力的迁移。3. 能够基本了解网购客服的职业特点，建立职业认同感。4. 能够运用预测、把握大意、理解细节等学习方法，完成语言任务；采用恰当的学习方法，如使用词汇网络、思维导图梳理思路、拓展思维、呈现信息，培养成良好的英语学习习惯的意识。
教学重点 1. 能听懂与网上购物流程、售后服务相关的词句表达，如shopping cart, sign in, customer services, account, search box, check out, modes of payment, delivery, logistics等。2. 能运用目标词句谈论网购，运用正确表达来处理售后服务的问题。
教学难点 能引导学生结合自身经历，了解客服人员的职业素养，将客服基本用语应用到实际情景中。
教学方法 小组讨论法、任务教学法、情境教学法
教学手段 教学资源包（网站购物截图、常用网购APP等）、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-up5’ Ss describe what they can see from the Unit picture and discuss the two questions: (1) What is the woman doing (2) What does she do What is her job T helps with more description about the Chapter picture and the impression of its professionalism. 结合本单元话题，从图像化的内容入手，引导学生识别人物和职业场景，调动学生参与讨论的积极性，导入单元话题。 学生能够说出与customer service, online等相关英文表达。
Pre-listening8’ 1. T leads Ss to study the pictures and expressions in Activity One and Ss try to use their own words to describe the pictures using the expressions in Activity One. 通过图、词、音、义的对应，帮助学生学习网购相关词汇表达。 正确对应与网上购物相关的图片和英文词汇。
2. Ss listen to the recording to catch the words they’ve listened. Match the pictures with relevant expressions.
3. Based on personal experience and the recording, Ss discuss the three questions in Activity Two in groups. 引导学生从自身经历出发，讨论网购与实体店购物的优劣势，激活与主题相关的背景知识，拓展新知。 能够利用所学词汇和表达说出网购的基本特点和流程。
While-listening18’ 1. Ss study the expressions in Activity one and try to predict the content of the dialogue. 在上文内容的基础上，引导学生进入话题情境，铺垫听力任务相关的预备知识。 学会并理解方框内词汇；能够通过串联词汇，猜测对话主题。
2. Ss listen to the dialogue between an online receptionist and a customer, and check their prediction. 通过听力任务，培养学生把握大意的能力。 准确获取听力材料的主题及大意。
3. T shows the dialogue text. Ss underline the key words to check answers. T explains the key expressions. 夯实重点词句，加深文本理解，为后续的语言输出铺垫。 梳理对话内容，标注语言要点，便于理解重点词句。
4. Ss listen again and complete the blanks in Activity Three. 反复精听材料内容，训练学生理解细节的听力策略。 正确捕捉听力材料中的关键信息。
5. According to the given text, Ss work in pairs to role play on the receptionist and the customer. 采取角色扮演的口语练习活动，以新颖的练习方式达到“以听促说”的目的。 能够用正确的语音语调，自然顺畅地进行对话交流。
6. Ss in groups discuss what they usually buy online and share their answers with the class. 从对话内容出发，调动学生的个人经历，激活学生对于网购话题的情感体验。 基于前文铺垫，能够简单描述自己的网购经历。
7. Ss read the sentences in Activity Four and expressions in notes and try to predict who might say these sentences. 基于预测和头脑风暴，进入职业场景，提高完成任务的效率，发展逻辑思维，有效促进内容理解。 准确预测网站客服的身份。
8. Ss try to predict what the dialogue is about and then brainstorm and discuss which procedures of online shopping would be mentioned in the dialogue. Ss draw a mind up based on the brainstorming and the given sentences. 基本判断备选语句出现的顺序，并以其可能出现的网购环节，绘制头脑风暴思维导图。
9. Ss read the dialogue to check their predictions and fill in the blanks in Activity Four by putting the sentences in the right places. 培养学生根据上下文理解内容的能力，选择合适的答案。 正确选择相应的句子。
10. Ss listen to the dialogue and check their answers.
Post-listening12’ 1. Ss discuss whether the problem of the customer is properly handled and try to understand the way a receptionist works. 通过转换立场，帮助学生融入职场交流氛围，为最终语用实践奠基。 形成职业意识，初步掌握售后问题处理的方式。。
2. T helps Ss with more problems a customer services receptionist may encounter and prepare Ss with the role-play. 语言输出活动鼓励学生站在客服的角度思考，具有职场交流的现实意义。学生巩固所学，提升真实环境中的语用能力。 帮助学生培养职业思维，调用适合的学习资源，开展符合要求的语言交际活动。
3. T holds a sharing session on after-sales problems in online shopping. Some groups are invited to perform on the stage and share their dialogues. 搭建真实的口语输出的平台，真正内化所学知识，提升综合运用语言的能力，培养学生对网站客服人员的综合素养的深入思考。 结合自身实际经历，进入职场思维，培养服务意识。
Summary&Homework2’ Summary: With T’s help, Ss try to sort out the knowledge points. Homework: Ss shoot a video introducing how to buy things on a popular app and post the video onto the website. 梳理板书内容，高效整理本课思路，归纳知识点。注重自主表达的视频拍录，夯实所学，加深学生对网购流程的理解，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 8 Online Service
Office Lady
Wearing a suit
Using a headphone
Talking online
In a computer room
sign-in
Customer services for online shopping
after-sales
checking out
delivery
adding to the shopping cart
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