中职英语 高教版（2021）基础模块3 Unit 4 Customer Service Part 1-2教案（表格版）

课 题 Unit 4 Customer Service ( Listening and speaking) 课 型 Listening and speaking 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》中第四单元的热身（Warming Up）和听说（Listening and Speaking）板块，本单元主题是售后服务，听说板块的语料分别是手机维修和运动手表退换的服务场景对话，要求学生能在听说的过程中提取双方的问题和态度，能以顾客的身份表达需求，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 学生基本掌握购物时顾客与服务员常用的一些语言，但还不熟悉关于售后服务的表达，不明确如何表达顾客自己的需求，不会以服务者的身份处理投诉，对语境中如何礼貌而有效的实现投诉和处理投诉，也缺乏相应的语言储备和迁移能力，但是思维活跃，服务意识强，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，然后积攒语言的输入，再由模仿到角色扮演练习，最终实现语言的输出。培养职场语言沟通能力，体现诚信和顾客至上的服务态度，同时坚守按照工作程序办事的职业原则。 学习目标 Knowledge objectives: To learn words and phrases about complaint:complaint,apology,refund,blank screen,even if,charge,inconvenience ,receipt,under guarantee,patience. To be able to use these sentences skillfully:The dish is too.../It is the wrong.../There is something wrong with .../I’d like to have...repaired./Excuse me, I’d like to make a complaint./I’m sorry for the inconvenience caused./Thanks for your patience. Ability objectives: To be able to make a complaint and deal with the complaint in different situations. To improve listening skills. Emotional objectives: To develop a sense of service and adhere to professional principles. To recognize the value of honesty in doing business. 学习重难点 To be able to make a complaint and deal with the complaint in different situations. To master the expressions about how to make and deal with a complaint. 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: Lead in Ask and answer:What after-sale problems have you had in your life Wrong delivery, damaged items,package delay, packet loss, quality problem, price change,wrong colors, return and exchange ... Play a video to find out what after-sale problems the lady has. The couch was not built the same. There are scratches and stains on the dining table. The carpet was wrong color. Replace all the damaged items and the wrong carpet. /Have a discount. 1.Brainstorm their experiences about after-sale problems. 2.Find more after-sale problems in life. 激活词汇储备，学生说出售后常见问题的英文表达，教师提供图片和模拟情景作为提示，以激活学生思维，为后续的听说活动做准备。 Step 2: Warming up Look and match. Present the pictures and ask “What happened in the pictures ” Read the sentences and match them with the right pictures. Think and tick. Read the sentences and tick those which are used to make a complaint. Summarize the expr ... ...