高教版（2021）基础模块3 Unit 4 Customer Service Listening and Speaking 教学设计（表格版）

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-出卷网-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 siz ... ...