资源简介

单元名称 Unit 9 How Can I Serve You Better 课型 Listening and Speaking
教学目标 1. 能够正确理解与售后问题相关的词句，听懂并谈论与处理售后问题、提供售后服务等相关的话题，恰当使用所学词句补全处理售后问题的过程，完成有关售后服务的面对面交流。2. 能够梳理售后问题的类型并讨论可行的应对办法，结合真实语境，用英语描述售后处理流程和解决方案，实现知识和思维能力的迁移。3. 能够基本了解售后客服的工作内容和流程，提升职业素养，建立职业认同感。4. 能够通过预测、理解主题、补全对话等学习环节，完成语言任务；采用恰当的学习方法，如小组讨论、填写表格、绘制流程图等方法收集、梳理、归纳信息，提升思维能力并培养良好的英语学习习惯。
教学重点 1. 能听懂与售后问题、售后服务相关的词句表达，如oversized, delay, crash, complaint letter, customer service, return, exchange, refund policy等。2. 能运用目标词句谈论售后问题，运用正确表达来处理售后问题，提供售后服务。
教学难点 能引导学生结合自身经历，了解售后客服的工作内容和流程，将售后客服的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（PPT课件、语音素材等）、多媒体设备
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) Where are the people (2) What are they doing T helps with more descriptions about the Unit picture. 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after-sales problem, return等相关英文表达。
Pre-listening8’ 1. Ss read after T to get familiar with the pronunciation of the words in Activity One and listen to the recording to catch the words. T explains the meaning of the words and plays the recording again to let Ss match the words with the pictures. 通过图、词、音、义的对应，帮助学生学习售后问题相关词汇表达。 正确对应与售后问题相关的图片和英文词汇。
2. 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，讨论曾经遇到的售后问题，对售后服务的评价和改进意见，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售后问题的类型，和售后服务的基本过程。
While-listening18’ 1. Ss study the expressions in Activity one and try to predict the content of the dialogue. 在热身讨论的基础上，引导学生进入话题情境，铺垫听力相关的词汇知识。 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 two friends talking about the after-sales problems they met, 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. 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 Alex and Lin Xue. 采取角色扮演的口语对话，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 how they write the complaint letter if they were Alex, and share their answers with the class. 从对话内容出发，结合生活实际，促使学生思考如何写投诉信，激活学生对于应对售后问题的情感体验。 基于前文铺垫，能够简单谈论遇到售后问题时，将如何写投诉信。
7. Ss read the sentences in Activity Four and expressions in notes and try to predict who might say these sentences. 基于预测和小组讨论，进入职业场景，发展逻辑思维，有效促进对语句和对话内容的理解。 准确预测对话双方的身份：顾客和售后客服。
8. Ss predict the content of the dialogue, try to put the sentences in order and then discuss which procedures of after-sales service would be mentioned in the dialogue. Ss take notes based on the discussion and the given sentences. 基本判断对话主题，备选语句出现的顺序，并根据小组讨论和语句记录售后服务的要点，为绘制流程图做准备。
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，选择合适的语句补全对话。 正确选择相应的句子。
10. Ss listen to the dialogue and check their answers.
Post-listening12’ 1. Ss read the dialogue again, discuss the procedures of dealing with after-sales problems, and draw a flow chart. 通过阅读对话和小组讨论，帮助学生以职场身份思考售后问题，为最终语用实践奠定基础。 形成职业意识，基本理清处理售后问题的服务步骤并绘制流程图。
2. Ss brainstorm different customer requests and how a customer service receptionist would deal with it. T helps Ss with expressions, and Ss prepare for the role-play. 鼓励学生站在售后客服的角度思考如何处理售后问题，具有职场交流的现实意义。学生拓展思维，准备对话，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 dealing with after-sales problems. 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，内化所学知识，提升综合运用语言的能力。提高学生的职业素养，对售后服务流程的理解。 结合实际经历，训练职场思维，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 procedures of dealing with after-sales problems and post the video onto the Internet. 梳理板书内容，整理本课思路，归纳知识点。拍摄视频讲解售后问题处理的步骤，夯实所学，强化语言表达，加深学生对售后服务的理解，为下一阶段的阅读教学作铺垫。 构建知识框架，理清售后服务流程，巩固重点词句，开展语言实践，促进交流与互动。
板书设计 Unit 9 How Can I serve You Better
Broken
Oversized
Stain
Delay
Damaged
Low-quality
…
After-sales problems
Procedures of dealing with after-sales problems
ask for return/exchange → check the receipt → ask for reasons → agree to return/exchange
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