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

课 题 Unit 4 Customer Service (Reading and writing) 课 型 Reading and writing 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》中第四单元的阅读和写作（Reading and writing）板块，本阅读语料是“投诉和处理投诉”的话题，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 Knowledge objectives: To learn words and phrases to reply a complaint: leaflet,deliver, sincere,apology, due to,It happened that...,in charge of,try one’s best to do sth,arrange,as quickly as possible,make sure,mention,delay,cause lose to, request,reduce...by... To be able to use these sentences skillfully:Since we have been partners for so long, we’ll try our best to work out a better solution for you. Even though you didn’t express such a request, we will reduce the price of the leaflets by 15%. Ability objectives: To understand the letter and know the clear procedures to reply a complaint letter. To be able to write a letter to deal with an after-sale complaint. Emotional objectives: To understand and accept the different complaints between Chinese and English. To develop senses of service and honesty in doing business. 学习重难点 To get the clear procedures to reply a complaint letter. To write a reply letter using proper expressions and right procedures. 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: Warming up 1.Play a video to find“More ways to make a complaint”. Review the expressions to make and deal with a complaint,and underline those appearing in the dialogue. Brainstorm more ways to make a complaint and compare the difference with Chinese. go to the shop (face to face) make a telephone call set an email Discuss and answer:What will you do in the following situations 1) You received incorrectly delivered goods. 2) The delivery of your order is delayed. 3) The delivery man placed a wrong address sheet on your package. Watch the video and review the expressions learned last period.Then brainstorm more ways to make a complaint. 2.Discuss how to deal with the after-sale problems and choose a proper way to make a complaint. 读前活动，视频展示电话投诉的场景，复习有关投诉的表达，头脑风暴找出投诉的更多方法，设计售后问题，选择投诉方式，锻炼审辩性思维能力，为后续的阅读活动做语言和信息的铺垫。 Step 2: Reading 1.Read and choose. Read the letter quickly ... ...