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课题Unit 4 CustomerService( Listening andspeaking)课型Listening andspeaking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 1.Ask and answer:What after-sale problems haveyou had in your life?Wrong delivery, damaged items,package delay,packet loss, quality problem, price change,wrongcolors, return and exchange ...2.Play a video to find out what after-sale problemsthe 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 wrongcarpet. /Have a discount.1.Brainstorm theirexperiences aboutafter-sale problems.2.Find more after-saleproblems 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。
中职英语基础模块单词汇总默写本(2021高教版)Unit1Personal and Family Life communitycookenergeticespeciallyfamilygifthandmadeintroducejogmanagernoticeparentphotopuppystrictvisitvocationalbe strict withChongyang Festivalhigh schoolyounger sisterUNIT2Transportation addressairportchangeconvenientdirectiondistrictexpressgreenhirenearprovincesubwaytaxiterminalvisitorbus stopget off get totake a taxirush hour shuttle bus Summer Palace worry aboutyou'd better UNIT3Shopping addbestselling beveragecart communication comparecotton customer discounteditionfeaturefitfontjeansmallmaterialofferonlineoriginalratingreviewsilksizesnack stationerystylesweatertighttraditional workplace comvenience store fitting roomlead the way toon salepayment codepay withshop assistantUNIT4School Life chemistrycollegecompetitionexcitingexperiencefavoritefunhallhands-onholdinterestinginternshipmajorphysicspoliticspracticerelaxingrelatedskilIskilledspecialsubjecttrainingInformation Technology(IT) practical training prepare...for...sound likeUNIT5Celebrations attendattendancebanquetbeatcafeteriacelebrateceremonycommonconfirmemployee eventgrowthinvitationinvitemarketingopportunitypartnerpreparationsincerelysupporthelp within commoninvite.to.lookforward toneed a hand(with..)on behalf ofopening ceremonyplay an important role in .. UNIT6Food and Drinks cozycuisinediningenvironmentfactorfamousmediummushroomorderproperqualityrecommendrestaurantrareruinspecialtyspicyunwisevarietyvariouswell-donewiselyapart frombe able tocontribute toeat outmineral waterpay attention toprice rangetend toUNIT7The Internet clickdesiredfreshiconinterviewmobilepasser-bypoempopularringselfiesparetakeouttypicalunlockconcentrate ongo overhave access tolog ontostay upUNIT8People and Events believebrilliantchatchiefcompleteconsiderdesigngraduationinventinventionovercomerecordschedulestretchahead ofschedule ebook reader return toshow an interest in succeed in基础模块2 UNIT1Travel agencyavoid comfortable coverdailydevotion discoverdoubledynastyEgyptethnic eventually experience France geographer.hardshipItalyjourneylocalluggagemajor marvelous nationaloptionproductquitrecord reservation&hag-La throughouttickettravelunique vegetationwell-knownall sorts ofbe famous for due togive uppassthroughscenic spotset offtake care ofUNIT2Health and Fitness activeactuallyappointmentboostcancercoughcuredepressiondevelopeffortenergyfitnesshandleignoreillnessmanualphysicalreducesadlyself-respectstresssuffertechniciantemperatureterribleas a resultburn offgive sb a handlook welllose one's tempermove aroundpublic transport preeover fromsuffer fromwashing machinewhat isUNIT3Internship agreementarrangementassistantchallengecolleaguedealdefinitiondescriptionexcelexpectationexpressguestinspectioninstructioninsuranceinterninternshipmentororganizepre-serviceprizeprocedureprogramqualifiedreceivereceptionreceptionistreportscholarshipsectionsgr/taftraineego throughHuman Resources Department jobdescriptionkeep track ofthree-party-agreement trainingarchiveUNIT4Volunteer Work activityamazingapplicationapplyarchitecturebeachcollectcontributedepartmentelectronicenthusiasticexhibitgaingraduateincludeinformknowledgeorganizationpalacepatientpublicresponsibleresultruraluniversityyofunteeraet asbe skilled inelementary education elementary schoolhome and abroadlook forward tomajor inUNIT5Ancient Civilization actualartistattractiveBCboostcenturycharactercivilization Cubismcuriousemissaryenlightenexchangeexhibition GreeceimpressindeedlinklivelymaritimememorypaintingpeakpodcastportraitreporterroutesculptureSpanishtechnologytreasurevitalityWesternas early asattract toChina feverdate back tosearch forthe Olympic Games the Silk RoadUNIT6Craftsmanship achieveassemblebutchercontinuedcraft craftsmanship creativeexactlyexcellencegracefulimpressive movementordinarypatentpatiencepersistentpreparespeechstandardsteelstructureuniquewatchmakingweldwhisperworkshopbe connected tofocus onin the endneitheronce upon a timestrive fortake upUNIT7Invention and Innovation benefitbesidescustomerdeliverydronefeaturefunctionguaranteeinnovationintroduceoperatepestpreferpreviouslyrecommendrobotsecuresmartsoftwarespecialspraysurroundtheatervideovirtualwarnbe doubtful about in a wayin the beginningInternet of Things (IoT)turn on offUNIT8Green EarthagainstArcticbatterybottlechildhooddisappeardistancedropdustbineffectgeneratehandbookhealinvolvemeltneighborhoodplantpolarpollutionprotectrealizerecyclerestorestraightstreamtoxictransportationtreatmentwasteat the same timedry upgarbage sortingglobalwarmingnot untilshared bike基础模块3Unit 1 Festivals around the world appreciatebrightcelebratecraftdecorateexpectexpressfestivalfireplacegalaharvestlunarmarkmeannowadays performanceplayfulracereceiverespectreunionsignsimilarsnacksymbolMid-Autumn Festival traditionalSong Kran Festival Spring Festivaltemple fair Thanksgiving Day Water-Splashing Festival Unit 2 Community Life attractivecomparedistrictfacilitygymlaundrylifestylelistlocallocationmustneighborhood purposesuitbeauty saloncheck outconvenience storeget a feel formeet one's needs opposite tounit 3 Artifical Intelligence advantageapplicationApplyattitudebenefitcausecommunicatedependdisastereducationeffectefficiencyenjoyableimproveincreasingobviousperformpracticeproperlyriskscanserveAIassembly linebe dependent oncredit cardlead tomobile paymenton the same pagepros and consQR codeThanks toUnit 4apologyarrangebattery blank charge check complaint damage delay deliver delivery exchange guarantee inconvenience leaflet mention patience promise receipt reduce refund request sheet sincere sincerity solution make sure cause loss to Due toin charge of sports watch unit 5 attract border buffalo claim destination devil discover distancefallfigure forecast gorilla impressive interview lielifelikelocatepiraterangerepresentrifttoweringuniquevarywidthwonderaccording tobase campbe known asflat-toppedtravel agencyunit 6amazinglyancientblockbrilliantconstruct constructionEgyptespeciallyexactlyexpressionfantasticgreylife-sizedoriginallypitpyramidregularsquarestretchGreat Pyramid of Giza Leaning Tower of Pisa Nile Riveron the edge of starting point of stone henge Terracotta ArnyThe Silk Road Unit 7blowcancel definitely discussion droughtfloodforce frequently globalloosepollute prevent promote protect realize sandstorm smogsoilstrike sustainabletietyphoon urban vehicle volcanoacid rain electric car heat waves make a change unit 8 achievement admire award champion contribution discovery drug assentialfire fighter gloryleadmalaria medalout putplayerprizeprofessionalregionrespectablestandardtreatmentundoubtedlyhybrid ricelook up tothe medal of the RepublicNobel Prizerole modelset world recordsstate supreme science and Technology Award succeed inWorld Health Organization。
中职英语(高教版版2021)基础模块3Unit4Customer Service课文apology /əˈpɒlədʒi/ n. 道歉arrange /əˈreɪndʒ/ v. 安排battery /ˈbætərɪ/ n. 电池blank /blæŋk/ adj. 空白的charge /tʃɑːdʒ/ vt. 充电check /tʃek/ vt. 检查；核对complaint /kəmˈpleɪnt/ n. 抱怨；投诉damage /ˈdæmɪdʒ/ v. 破坏delay /dɪˈleɪ/ vt. 延迟；推迟；延期deliver /dɪˈlɪvə/ vt. 递送；运载delivery /dɪˈlɪvəri/ n. 递送；运载exchange /ɪksˈtʃeɪndʒ/ v. 调换guarantee /ˌɡærənˈtiː/ n. 保证；担保inconvenience /ˌɪnkənˈviːnjəns/ n. 不便；麻烦leaflet /ˈliːflɪt/ n. 小册子；单张广告mention /ˈmenʃən/ vt.提及；提到patience /ˈpeɪʃəns/ n. 耐心promise /ˈprɒmɪs/ v. 许诺；承诺receipt /rɪˈsiːt/ n. 收据reduce /rɪˈdjuːs/ vt. 减少；降低refund /riːˈfʌnd/ vt. 退还；退款；偿还request /rɪˈkwest/ n. 要求sheet /ʃiːt/ n. 单子sincere /sɪnˈsɪə/ adj. 真诚的sincerity /sɪnˈserɪtɪ/ n. 真诚solution /səˈluːʃən/ n. 解决方法make sure 确保；确定cause loss to 给……造成损失due to 由于；因为in charge of 负责……sports watch 运动手环录音原文Staff: Good morning! How can I help you, sir?Tim Brown: I’d like to have the mobile phone repaired. I bought it several months ago, but it seems to have a problem with the battery.Staff: What’s the problem?Tim Brown: It won’t charge properly. Even if I charge it for a whole night, there is still very little power.Staff: When did you buy this cell phone, sir?Tim Brown: I bought it three months ago.Staff: I’m so sorry for the inconvenience caused. Would you please show me your receipt so that we can check whether it is still under guarantee?Tim Brown: OK. Here you are.Staff: We’ll get your cell phone checked in no time. Please wait a minute.(After half an hour)Staff: Thanks for your patience. We’ve exchanged the battery for you.Tim Brown: Thank you.Staff: It is my pleasure. Please check the phone and sign your name here.参考译文:工作人员：早上好！先生，我能为您做什么？蒂姆·布朗：我想把手机修好。
《Customer Service Warming up》学历案（第一课时）一、学习主题本课学习主题为“Customer Service Warming up”（客户服务热身）。
作为中职英语课程的一部分，本课旨在培养学生基本的客户服务沟通技巧和英语表达能力，为将来从事客户服务工作打下坚实基础。
二、学习目标1. 知识与技能目标：学生能够掌握客户服务基本用语，包括问候语、道歉语、感谢语等，并能进行简单的日常对话。
2. 过程与方法目标：学生能够通过角色扮演、模拟对话等方式，提高英语口语表达能力和客户服务沟通技巧。
3. 情感态度与价值观目标：培养学生良好的客户服务意识和职业素养，以及尊重客户、积极服务的态度。
三、评价任务1. 课堂表现评价：观察学生在课堂上的表现，包括口语表达、沟通技巧、参与度等方面进行评价。
2. 对话练习评价：学生两人一组进行模拟对话练习，评价双方的表达是否准确、流畅，沟通是否得体。
3. 课后作业评价：布置相关主题的写作或口语练习作业，评价学生的完成情况和质量。
四、学习过程1. 导入新课：通过展示客户服务工作的实际场景，引导学生了解客户服务的重要性，并激发学习兴趣。
2. 新课呈现：教师通过讲解、示范等方式，介绍客户服务基本用语和沟通技巧。
3. 探究活动：学生分组进行角色扮演，模拟客户服务场景，进行对话练习。
4. 总结归纳：教师总结学生在探究活动中的表现，强调客户服务的重要性和沟通技巧。
5. 布置作业：布置相关主题的写作或口语练习作业，要求学生进行实践练习。
五、检测与作业1. 课堂小测：进行简单的客户服务用语填空或选择题测试，检测学生对基本用语的掌握情况。
2. 对话练习作业：要求学生两人一组，选择一个客户服务场景，进行对话练习并录制视频或书面记录，以检验学生的口语表达和沟通技巧。
3. 写作作业：要求学生写一篇关于客户服务的短文，包括客户服务的重要性、沟通技巧以及个人看法等，以培养学生的英语写作能力和思考能力。
基础模块三Unit 1 Festivals Around the World1欣赏2明亮的3庆祝4手艺；工艺5 装饰；点缀6 期待；期盼7 表达8 节日9. 壁炉10庆典；盛会11 收获12 农历的13 做记号；标示14意味着15 现在；现今16 表演17打闹的；嬉戏的18 比赛19 收到；接到20. 尊敬21 团圆22 标志；标记23相似的；类似的24. 点心；小吃25 象征26 传统的27 中秋节28 宋干节(泰国节日)；泼水节(傣族) 29 S春节30庙会31 感恩节32 泼水节Unit 2 Community Life1 吸引人的2比较3 区；地区4设施5. 体育馆6 干洗店7. 生活方式8 清单；列表9. 当地人10. 位置11必须做（或看、买等）的事12 街坊；街区13 对面的；相对的prep. 在……对面14目的15 适合16 美容院17 检验18 便利店19 熟悉20满足某人的需求Unit 3 Artificial Intelligence1. 优势2. 应用3. 应用4. 态度5. 益处；有益于6. 导致；原因7. 交流；交际8. 依靠9. 灾难10. 教育11. 影响；效果12. 效率13. 愉快的14. 提升；提高15. 越来越多的16.. 明显的17. 执行；表演；进行18. 实践；实习19. 正确地；恰当地20. 风险；冒险21. 扫描；浏览22. 服务23. 人工智能24. 生产线25. 依靠26. 信用卡27. 导致28. 移动支付29. 意见一致30. 优点和缺点；利和弊31. 二维码32. 多亏Unit 4 Customer Service1.. 道歉2. 安排3. 电池4. 空白的5. charge /tʃɑːdʒ/ vt. 充电6. 检查；核对7. . 抱怨；投诉8. 破坏9. 延迟；推迟；延期10. 递送；运载11. 递送；运载12. 调换13. 保证；担保14. 不便；麻烦15. 小册子；单张广告16. 提及；提到17. 耐心18. 许诺；承诺19. 收据20. 减少；降低21. 退还；退款；偿还22. 要求23. 单子24. 真诚的25. . 真诚26. 解决方法27. 确保；确定28. 给……造成损失29. 由于；因为30. 负责……31. 运动手环Unit 5 Natural Wonders in the World1. . 吸引2. 边界3. 水牛4. . 声称5. 目的地；终点6. 魔鬼7. 发现8. 距离；远方9. 瀑布10. 人物；（人的）体型11. 预测；预报12. 大猩猩13. 印象深刻的14. 采访15. 位于16. 栩栩如生的；逼真的17. 位于；定位18. 海盗19. （在……内）变动；延伸20. 代表；表现21. 裂缝22. 高耸的23. 独特的；独一无二的24. （彼此）不同；变化25. 宽度26. 奇观；v. 对（某事）感到好奇；自问27. 根据28. 大本营29. 被认为是；被称为30. 平顶的31. t 旅行社Unit 6 Living History of Culture1. 令人震惊地2. . 古代的3. 石块4. . 灿烂的；辉煌的5. 建造6. 建设；建筑物7. 埃及8. 特别地9. 精确地10. . 表情11. f 极好的12. 灰色的13. 与原物一样大小的；真人大小的14. . 最初；本来15. 深坑16. . 金字塔17. . 有规律的18. 平方的n. 广场19. stretch /stretʃ/ v. 延伸；绵延20. 吉萨大金字塔21. 比萨斜塔22. 尼罗河23. 在……的边缘24. ……的起点25. 巨石阵26. T 兵马俑27.丝绸之路Unit 7 Natural Disasters1. （风）吹2. 取消；撤销3. 确定地4. 讨论5. 干旱6. 洪水；水灾7. 力量8. 频繁地9. 全球的10. 松的；不牢固的11. 污染12. 防止；阻止13. 促进；提升14. 保护15. 认识到16. 沙尘暴17. . 雾霾18. 土地；土壤19. 侵袭；撞击20. 可持续的21. 将……联结22. 台风23. 城市的24. 车辆；交通工具25. 火山26. 酸雨27. 电动汽车28. 热浪29. 作出改变Unit 8 Role Models of the Times1. 获得2. 敬佩3. 奖励vt. 授予4. 冠军5. 贡献6. 贡献7. 发现8. 药物9.基本的；关键的10. 消防员11.荣誉；辉煌12. 领头位置；榜样13. 疟疾14. 勋章15. 产量16. . 运动员17. 奖励18. . 专业的；职业的19. 地区20. . 值得尊敬的21. . 标准22. 治疗23. . 毫无疑问地24. 杂交水稻25. 尊敬；敬仰26. 共和国勋章27. 诺贝尔奖28. 楷模29. 创造世界纪录30. 国家最高科学技术奖31. 成功（做某事）32. 世界卫生组织。
Unit4 I’ll have to have my watch replaced
一、学情分析
这是《英语3（基础模块）》（高教版）第四单元的内容，主要让学生能够听懂顾客投诉时描述的问题和对问题处理的需求，能够使用正确的句子等描述问题并寻求解决方法。
通过熟悉有关描述问题并寻求解决方法的相关表达方法，通过本课学习，需要掌握在工作中遇到投诉时的合理处理方式，让学生具备初步的服务意识，能够以专业的方法对待顾客投诉。
本单元设计分为6个课时：
第一、二课时：Lead-in+ Listening &Speaking
第三、四课时：Reading and writing
第五、六课时：Language in use +words and expression +life and culture 第一、二课时 Lead-in+ Listening &Speaking
第三、四课时 Reading and writing
第五、六课时 Language in use +words and expression +life and culture。
课题Unit 4 Customer Service(Culture Understanding& Group Work)课型CultureUnderstandingand Group Work课时1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》中第三单元的Culture Understanding and Group Work板块，Culture Understanding 板块介绍了世界不同国家的商务礼仪和文化差异，涉及对待时间和约定的不同态度，反映了不同的价值观、文化和思维方式，了解不同职场文化的同时，拓宽了学生国际视野。
Group work板块则是运用本单元所学，整理一份投诉信信息，分析案例给出解决方案，并完成报告，检验本单元所学内容，培养学生职场语言沟通、思维差异感知、跨文化理解和自主学习的能力。
学情分析由于学生的生活经验所限，文化理解中的商务礼仪和文化差异是学生的知识背景缺陷，需提前布置学生预习和查阅相关资料，为文化理解做好铺垫。
Group Work需要结合本单元所学，根据活动要求，小组合作完成任务，教师帮助学生们扫除活动中可能出现的词汇短缺和表达不当，引导学生们完成任务，提升其自信心和解决实际问题的能力。
学习目标Knowledge objectives:To learn words and phrases: conduct,business meeting,reference,hand out,offence,Turkey, Turkish,deadline,negotiation,bargain,drop by,Filipinos,place a high value on...Ability objectives:To learn some business etiquette and culture in different countries.To be able to write a complaint case analysis report.Emotional objectives:To feel the great business etiquette and culture in China.学习重难点To learn some business etiquette and culture in different countries.To write a complaint case analysis report.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.Ask and answer:What is the business etiquette indifferent countries?America：polite; punctual; elegant; don’t get tooclose...Germany：strict; punctual; efficient; formal; don'tcross talk or whisper ...Britain：pay attention to clothes; polite; keep one’swords; don’t smoke..1.Ask and answer ingroups to get moreinformation about theetiquette in the world.学生课前查阅相关信息能帮助学生进一步了解不同国家的商务文化，为课堂进一步的学习做好充分准备。
课题Unit 4 CustomerService(Language Practice )课型LanguagePractice课时1授课班级授课时间45mins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Language Practice板块，主要内容为让步状语从句、原因状语从句和目的状语从句，及本单元的重点词汇。
先呈现听说读写板块中已学习的语言，帮助学生复习并理解三种状语从句，通过任务的分析、总结和团队合作，让学生在具体语境中应用此语法，旨在让学生学到完整的语法体系。
单元重点词汇来自本单元听说读写材料，学生通过在具体语境中的运用，巩固夯实重点词汇，从而达到真正运用的目的。
学情分析状语从句是较复杂的一个语法项目，学生经过以往的英语学习，对时间、条件等状语从句比较熟悉，但状语从句种类较多，而学生碎片化、不够系统的语法知识会影响到他们对该部分知识的吸收和运用。
因此本节课要从状语从句的结构、分类、功能等方面更系统地帮助学生通过任务完成、逐步掌握让步、原因和目的这三种状语从句。
结合旧情景、创设新情景进行词汇学习，帮助学生掌握词汇并能灵活运用。
学习目标Knowledge objectives:To learn three kinds of adverbial clauses guided by even if/ though、since and so that;To grasp the key words and phrases in the unit.Ability objectives:To use language points in the period properly.Emotional objectives:To cultivate the good habit of using language correctly in daily life.学习重难点To know how to use the three kinds of adverbial clauses guided by even if/ though、since and so that;To use adverbial clauses in actual situation.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.Make new sentences using even if/since/so that .●I practise speaking English every day.●I can (can’t )improve my English score.E.g:Even if/though I practise speaking Englishevery day, I can’t improve my English score.(让步状语从句)Since I practise speaking English every day, I canimprove my English score.(原因状语从句)I practise speaking English every day so that I canimprove my English score.(目的状语从句)2.Play a micro-video to teach concession adverbialclause.1.Practise connect twosimple sentences intoa complexsentence.Then knowthe three kinds ofadverbial clauses.2.Watch the video toknow whatconcession adverbialclause is.帮助学生列举状语从句的相关知识，为下一步系统化这一些碎片知识做好知识上的准备，通过可视化方式，为接下来学习让步、原因和目的状语从句的句型及用法做铺垫Step 2: Grammar 1.Summarize the three kinds of adverbialclauses.状语从句:指句子用作状语时，起副词作用的句子分类：时间状语从句、条件状语从句、原因状语从句、目的状语从句、让步状语从句、结果状语从句、方式状语从句、比较状语从句、地点状语从句原因状语从句：引导词because,for,since,as目的状语从句: 引导词so that ,in order that让步状语从句：引导词though,although,evenif ,even though,whether,wh-+ever/no matter wh-2.Read and group.1）Read and group the sentences in task16 by1.Review all the kindsof adverbial clausesand the relatives ofthree kinds adverbial.2.Group andrecognize the differentadverbial clauses.学生通过观察、对比分析、归纳总结，得出不同语境中连接词的语用功能。
课题Unit 4 CustomerService(Reading andwriting)课型Reading andwriting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 acomplaint”.1)Review the expressions to make and deal with acomplaint,and underline those appearing in thedialogue.2)Brainstorm more ways to make a complaint andcompare the difference with Chinese.●go to the shop (face to face)●make a telephone call●set an email2.Discuss and answer:What will you do in thefollowing situations?1) You received incorrectly delivered goods.2) The delivery of your order is delayed.3) The delivery man placed a wrong address sheeton your package.1.Watch the videoand review theexpressions learnedlast period.Thenbrainstorm more waysto make a complaint.2.Discuss how to dealwith the after-saleproblems and choosea proper way to makea 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 theletter.(find the evidence sentences to support thetitle)...the leaflets incorrectly delivered to your company.I’d like to express our sincere apology for theinconvenience due to our carelessness.2.Read and complete.1.Read and choosewhat 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.Step 2: Reading Read each paragraph to clear the structure of thearticle and finish the mind map in task11.(accordingto the key words:Problem, Cause, Solution)3.Read and tick.Read and decide whether they belong to thecustomer’s letter.Try to find the evidence sentencein the passage.4. Discuss and compare.Show a Chinese complaint letter to discuss andcompare the complaint letter’s difference betweenChinese and English.carefully .Draw thekey information aboutproblem, cause, andsolution. Try to finishthe task 11.3.Read the sentencescarefully to decidewhether they belongto the customer’sletter.Understand thepassage better.4.Discuss thedifference in groupand accept thedifference.根据关键信息、寻找支撑语句、梳理信件中的投诉信息和解决方案信息，侧重培养学生在阅读过程中，快读寻找关键词，细读分析和提炼关键信息的能力。
通过阅读投诉信的回信，在此基础上推测投诉信的内容，培养学生寻找和分析关键信息，进行推理判断的能力。
开放性讨论活动，要求学生通过对比中英文投诉信的差异，提升思维差异感知的素养，从而感知中西方文化差异。
Step 3: Reading article learning Language points analysis.Analyze the important words and phrases :leaflet,deliver, sincere,apology, due to,It happenedthat...,in charge of,try one’s best to dosth, ,arrange,as quickly as possible,make sure,mention,delay,cause lose to, request,reduce...by...Since从句，Even though从句Understand theimportant languagepoints and take notes.分析重点词汇,短语及长难句，帮助学生把握语言表达的准确性，强化文本理解，同时为写作输出打下基础。
1. Read and describe.Fill in the description of the pictures about Mary’sexperience when making a complaint.Ask a studentto check his/her work and correct the mistakes.Describe theexperience of Mary’scomplaint.通过活动14图片信息提示，完成投诉经历补充，厘清投诉缘由和解决方法，为接Step 4: Writing 2.Write and practice.1)List the procedures to reply a complaint and writethe letter according to the structure.2)Ask two students to show their works on thescreen.Teacher gives some advice and correctsmistakes.Sum up theprocedures andcomplete the letter bythemselves.Show the writing.Findif there is missinginformation or errors,and add or correctthem.下来的回复邮件做准备。
