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

课 题 Unit4 Customer Service (Reading & Writing) 课 型 Reading and Writing 课 时 2 授课班级 授课时间 80mins 授课教师 教材分析 本课教学内容选自教材《英语3基础模块》中Unit 4 Customer Service的Reading and Writing，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 1. summarize the theme of the article, sort out the complaint information and content; 2. complete the description of the complaint experience and reply to the complaint letter with appropriate vocabulary and sentence patterns; 3.identify logics of complaint letters; 4.Write an email to deal with customer complaints; 5.recognize the value of honesty in doing business. 学习重难点 1. summarize the theme of the article, sort out the complaint information and content; 2. complete the description of the complaint experience and reply to the complaint letter with appropriate vocabulary and sentence patterns; 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 Watch a video. T: Please watch the video and answer this question: What did she do to express her anger S: She made a complaint. What will you do if you run into these situations T: What will you do if you run into these situations received incorrectly delivered goods. order delivery is delayed the quality is poor the service is bad Watch a video and answer the question. Get familiar with these after-sales situations. 本环节是导入部分，通过观看视频，初步了解顾客投诉一般在什么情况下进行。 Step 2: Pre-reading What will you do、 T: If you are a customer service manager,how will you deal with after-sale problems Play a video and have a brief conclusion of how to deal with an after-sales problem Step 1（安抚）: I’m sorry to hear that./That’s totally unacceptable./That must have been very inconvenient for you. Step 2（解决问题）:积极解决You have my word that we will sort this out./作出补偿：We can do something to make up for your inconvenience./给予承诺：It won’t happen again Get familiar with the process of dealing with the after-sales problems, 通过介绍如何处理售后问题的基本步骤，为后文的阅读做铺垫和准备。 Step 3: While-reading Read and choose. (1)T: Read through the passage quickly and find out what is the letter for. (2)Students find out the supporting details of the topic.(...the leaflets incorrectly delivered to your company. I’d like to express our sincere apology for the inconvenience du ... ...