高教版2021基础模块3Part 3-4 Unit 4 Customer Service教案

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版社出版的“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”.

1)Review the expressions to make and deal with a

complaint,and underline those appearing in the

dialogue.

2)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

2.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.

1.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。

1.Read and choose.

Read the letter quickly to find the right title of the

letter.(find the evidence sentences to support the

title)

...the leaflets incorrectly delivered to your company.

I’d like to express our sincere apology for the

inconvenience due to our carelessness.

2.Read and complete.

1.Read and choose

what the letter is for.

2.Read the letter

学生通过阅读文章，

归纳总结关键信息，

概括信件大意，并找

出支撑此结论的关

键语句.