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。
Part1REQUIRED QUESTIONS必考题1.Study1)Do you work or are you a student?2)What major/subject(s)are you studying?Do you like it?3)Is it very interesting?4)Do many students in your country study that subject?5)Why did you choose to study those subjects?6)Do you like your major/subjects?Why or why not?7)Are you looking forward to working?8)What do you plan to do after you finish your studies?9)Do you prefer to study in the mornings or in the afternoons?10)What technology do you use when you study?2.Hometown1)Where is your hometown?2)Is that a big city or a small place?3)Please describe your hometown a little.4)How long have you been living there?5)Do you like your hometown?6)What do you like about your hometown?7)Is there anything you dislike about it?8)Do you think you will continue living there for a long time?9)What’s your hometown famous for?10)Did you learn about the history of your hometown at school?3.Home/Accommodation1)Do you live in a house or a flat?2)Can you describe the place where you live?3)Who do you live with?4)How long have you lived there?5)Please describe the room you live in.6)What part of your home do you like the most?7)Which room does your family spend most of the time in?8)What do you usually do in your house/flat/room?9)Do you plan to live there for a long time?10)Do you prefer living in a house or a flat?11)Are the transport facilities to your home very good?12)What kind of house or flat do you want to live in in the future?13)What makes you feel pleasant in your home?14)What’s the difference between where you are living now and where you have lived inthe past?15)Do you think it is important to live in a comfortable environment?The area you live in16)Do you like the area that you live in?17)What are some changes in the area recently?18)Do you know any famous people in your area?19)Where do you like to go in that area?20)Do you know any of your neighbours?1.Art1)Do you like art?2)Do you like visiting art galleries?3)Do you want to be an artist?4)Do you like modern art or traditional art?2.Chocolate1)Do you like eating chocolate?Why or why not?2)How often do you eat chocolate?3)Did you often eat chocolate when you were a kid?4)Why do you think chocolate is popular around the world?5)What is your favorite flavor?6)Do you think it is good to use chocolate as gifts to others?3.Happy things1)Is there anything that has made you feel happy lately?2)What made you happy when you were little?3)What do you think will make you feel happy in the future?4)When do you feel happy at work?Why?5)Do you feel happy when buying new things?6)Do you think people are happy when buying new things?4.Jewelry1)Do you often wear jewelry?2)What type of jewelry do you like?3)Do you usually buy jewelry?4)Why do you think some people wear a piece of jewelry for a long time?5.Keys1)Do you always bring a lot of keys with you?2)Have you ever lost your keys?3)Do you often forget the keys and lock yourself out?4)Do you think it’s a good idea to leave your keys with a neighbor?6.Library1)Do you often go to library?2)What do you usually do in the library?3)Did you go to library when you were a kid?4)Do Chinese kids often go to library?7.Music1)What music do you like and dislike?2)Do you often listen to one type of music?3)What music do your friends like?Do you enjoy the same type of music?4)What’s the most popular type of music where you live?5)Which singer or musician would you like to see in person?8.Outer space and stars1)Have you ever learnt about outer space and stars?2)Do you like science fiction movies?Why?3)Do you want to know more about outer space?4)Do you want to go into outer space in the future?9.School1)Where do you go to school?2)Do you go to a good school?3)Do you like your teachers?4)Do you like your current learning atmosphere?5)What are the differences between your school and other schools?6)Is there anything you want to change about your school?10.Small business1)Do you know many small businesses where you live?2)Do you prefer buying things in big companies or small businesses?3)Have you ever worked in small businesses?4)Have you ever thought about starting your own business?11.Staying up late1)Do you often stay up late?2)Did you stay up late when you were a kid?3)What do you do when you stay up late?4)What does it feel like the next morning if you stay up late?12.T-shirt1)Do you like wearing T-shirt?2)How often do you wear T-shirt?3)Do you like T-shirt with pictures or prints?4)Do you think older people who wear T-shirts are fashionable?5)Would you buy T-shirts as souvenirs on vacation?13.Weekends1)Do you like weekends?2)What do you usually do on weekends?Study or work?3)What did you do last weekends?4)Do you make plans for you weekends?Part2+Part3People1.Describe a person you met at a party who you enjoyed talking with.You should say:Who the person isWhat party it wasWhat you talked aboutAnd explain why you enjoyed talking with him/herPart31)In what situations would people be willing to get to know new people?2)Where do people go to meet new people?3)How do people start a conversation?4)Is it difficult for Chinese people to communicate with people from othercountries?5)Why are some people unwilling to have conversations with others?6)Is it difficult for adults to talk with children?2.Describe a person you have met who you want to work/study with.You should say:Who the person isHow you met this personHow long you have known him/herAnd explain why you want to work/study with him/herPart31)Why should children be kind to their classmates?2)Can children choose their desk mates?3)What matters most about a colleague’s personality?4)Are good colleagues important at work?5)What kind of people are popular at work?6)Are knowledgeable people popular at work?3.Describe an interesting old person you have met.You should say:Who the person isWhen/where you met this personWhat you did with this personAnd explain why you think this person is interestingPart31)Do you think old people and young people can share interest?2)What can old people teach young people?3)Is it easy for young people and old people to make friends with each other?4)Do you think people are more selfish or self-centered now than in the past?5)What benefits can people get if they are self-centered?4.Describe a film character played by an actor or actress whom you adm ireYou should say:Who this actor/actress isWhen you saw the filmWhat the character was like in this filmAnd explain why you admire this actor/actressPart31)Are actors or actresses very interested in their work?Why?2)Is being a professional actor or actress a good career?3)What can children learn from acting?4)Why do children like special costumes?5)What are the differences between actors or actresses who earn much and thosewhoearn little?6)What are the differences between acting in a theater and that in a film?Place1.Describe a noisy place you have been to.You should say:Where it isWhen you went thereWhat you did thereAnd explain why you feel it’s noisyPart31)Do you think it is good for children to make noise?2)Should children not be allowed to make noise under any circumstances?3)What kinds of noises are there in our lives?4)Which area is exposed to noise more,the city or the countryside?5)How would people usually respond to noises in your country?6)How can people consider other’s feelings when chatting in public?2.Describe your favorite place in your house where you can relax.You should say:Where it isWhat it is likeWhat you enjoy doing thereAnd explain why you feel relaxed at this placePart31)Why is it difficult for some people to relax?2)What are the benefits of doing exercise?3)Do people in your country exercise after work?4)What is the place where people spend most of their time at home?5)Do you think there should be classes for training young people and children howto relax?6)Which is more important,mental relaxation or physical relaxation?3.Describe a new development in the area where you live.(e.g.shopping mall,park)You should say:What the development isWhen/where you noticed itHow long it took to complete itAnd explain how you feel about itPart31)What transportation do you use the most?2)Is public transportation popular in China?3)What can be done to improve public transport services in your hometown?4)What leisure facilities can be used by people of all ages?5)Do you think young people in your country like going to the cinema?6)How is the subway system developing in your country?4.Describe a place you visited where the air was polluted.You should say:Where the place isWhen you visited itWhy the air was not goodAnd explain how you feel about the placePart31)Is there more pollution now than in the past?2)In what ways can air pollution be reduces effectively?3)Do you think the city is cleaner or dirtier than the countryside?Why?4)What can factories and power plants do to reduce pollutants?5)Do you think many companies have been forced to reduce pollutants?6)Do you think the wind has any effect on pollution?How?5.Describe another city you would like to stay for a short time. You should say:Where the city isWhy you want to go thereWhom you will go there withWhat you will do thereAnd explain why you will stay there just for a short timePart31)Why do people sometimes go to other cities or other countries to travel?2)Why are historical cities popular?3)Why do places with historical sites develop tourism industry more actively?4)Do you think tourists may come across bad things in other cities?5)Do most people like planned traveling?6)Why is the noise pollution worse in tourism cities than in other cities?1.Describe an unusual meal you had.You should say:When you had itWhere you had itWhom you had it withAnd explain why it was unusualPart31)What are the advantages and disadvantages of eating in restaurants?2)What fast food are there in your country?3)Do people eat fast food at home?4)Why do some people choose to eat out instead of ordering takeout?5)Do people in your country socialize in restaurants?Why?6)Do people in your country value food culture?2.Describe a piece of technology you own that you feel is difficult to use. You should say:When you got itWhat you got it forHow often you use itAnd explain how you feel about itPart31)What technology do people currently use?2)Why do big companies introduce new products frequently?3)Why are people so keen on buying iPhones even though they haven’t changedmuch from one iPhone to the next?4)Why do technology companies keep upgrading their products?5)What changes has the development of technology brought about in our lives?6)Does the development of technology affect the way we study?How?1.Describe a piece of good news that you heard about someone you kno w well.You should say:What it wasWhen you heard itHow you knew itAnd explain how you felt about itPart31)Is it good to share something on social media?2)Should the media only publish good news?3)How does social media help people access information?4)What kind of good news do people often share in the community?5)Do most people like to share good news with others?6)Do people like to hear good news from their friends?2.Describe an advertisement you have seen but you did not like.You should say:Where and when you saw itWhat the advertisement was forWhat you could see in the advertisementAnd explain why you did not like the advertisementPart31)What are the most advertised products in your country?2)Which one is more effective,newspaper advertising or inline advertising?3)What are the benefits of advertising?4)What do you think of celebrity endorsements in advertising?5)Does advertising encourage us to buy things we don’t need?6)What role does social media play in advertising?3.Describe a website you often visitYou should say:What it is aboutHow you found out about itHow often you visit itAnd explain why you often visit itPart31)What are the most popular and least popular apps in China?2)What’s the difference between the internet and television?3)Why do some people like to read the news on the Internet instead of getting it from TV?4)Is the library still necessary?Why?5)What kinds of people would still go to the library to read and study?6)What are the differences between old people and young people when they use theInternet?Event1.Describe something you would like to learn in the future.You should say:What it isHow you would like to learn itWhere you would like to learn itWhy you would like to learn itAnd explain whether it’s difficult to learn itPart31)What’s the most popular thing to learn nowadays?2)At what age should children start making their own decisions?Why?3)Which influences young people more when choosing a course,income or interest?4)Do young people take their‘parents’advice when choosing a major?5)Besides parents,who else would people take advice from?6)Why do some people prefer to study alone?2.Describe a daily routine that you enjoy.You should say:What it isWhere and when you do itWho you do it withAnd explain why you enjoy itPart31)Should children have learning routines?2)What are the advantages of children having a routine at school?3)Does having a routine make kids feel more secure at school?4)How do people’s routines differ on weekdays and weekends?5)What daily routines do people have at home?6)What are the differences between people’s daily routines now and in the last15years?3.Describe a complaint that you made and you were satisfied with the re sult.You should say:When it happenedWho you complained toWhat you complained aboutAnd explain why you were satisfied with the resultPart31)When are people more likely to make complaints?2)What do people often complain about?3)Which one is better when making a complaint,by talking or by writing?4)Who are more likely to make complaints,older people or younger people?5)How would you react if you received a poor service at a restaurant?6)How do people often respond to poor customer service?4.Describe a time when you missed or were late for an important meetin g/event.You should say:When it happenedWhat happenedWhy you missed/were late for itAnd explain how you felt about this experiencePart31)Are you a punctual person?2)Do you think it is important to be on time?3)Do you always avoid being late?4)Why are people often late for meetings or appointments?5)Are people in your country often late for meetings?6)Do you think people are born with time management skills or they can develop them?5.Describe something that you did with someone/a group of people.You should say:What it wasWho you did it withHow long it took you to do thisAnd explain why you did it togetherPart31)How do you get along with your neighbors?2)How do neighbors help each other?3)Do you think neighbors help each other more often in the countryside than in the city?4)How do children learn to cooperate with each other?5)Do you think parents should teach children how to cooperate with others?How6)Do you think it’s important for children to learn about cooperation?6.Describe a time when you taught a friend/relative something.You should say:Who you taughtWhat/how you taughtWhat the result wasAnd explain how you felt about the experiencePart31)What practical skill can young people teach old people?2)What skills can young people teach old people besides technology?3)How can young people teach old people skills?4)How can we know what to do when we want to learn something new?5)Do you think‘showing’is a better way than‘telling’in education?6)Do people in your country like to watch videos to learn something?7.Describe your first day at school that you remember.You should say:Where the school wasHow you went thereWhat happened that dayAnd how you felt on that dayPart31)What would parents prepare when their kids go to school on the first day?2)How do children socialize with each other?3)Is socialization important for children?4)What are the reasons for job change?5)Are big companies better than small companies?Why?6)What are the advantages and disadvantages coming along with changing jobs?8.Describe a historical period/moment you would like to learn more abo ut.You should say:What you are interested inWhen it happenedWhat you know about itAnd why you would like to learn morePart31)Should everyone know history?2)In what ways can children learn history?3)What are the differences between learning history from books and from videos?4)Is it difficult to protect and preserve historic buildings?5)Who should be responsible for protecting historic buildings?6)Who should pay for the preservation of historic buildings?9.Describe something you did that made you feel proud.You should sayWhat it wasHow you did itWhat difficulty you hadHow you dealt with the difficultyAnd explain why you felt proud of itPart31)Which one is more important,personal goals or work goals?2)Have your life goals changed since your childhood?3)Does everyone set goals for themselves?4)What kinds of rewards are important at work?5)Do you think material rewards are more important than other rewards at work?6)What makes people feel proud of themselves?10.Describe a time when someone gave you something that you really w anted.You should say:What it wasWhen you received itWho gave it to youAnd explain why you wanted it so muchPart31)Should employees have their own goals?2)How should bosses reward employees?3)What kinds of gifts do young people like to receive as rewards?4)How should children spend their allowance money?5)Why do people like shopping more now than in the past?6)Do you think shopping is good for a country’s economy?11.Describe an activity you enjoyed in your free time when you were you ng.You should say:What it wasWhere you did itWho you did it withAnd explain why you enjoyed itPart31)Is it important to have a break during work or study?2)What sports do young people like to do now?3)Are there more activities for young people now than20years ago?4)Can most people balance work and life in China?5)What activities do children and adults do nowadays?6)Do adults and children have enough time for leisure activities nowadays?。
UNIT 1Part 1 Spot DictationHouses in the FutureWell, I think houses in the future will probably be (1) quite small but I should think they'll be (2) well-insulated so that you don't need so much (3) heating and (4) cooling as you do now, so perhaps very economical (5) to run. Perhaps they will use (6) solar heating, although I don't know, in this country, perhaps we(7) won't be able to do that so much. Yes, I think they'll be full of(8) electronic gadgets: things like very advanced televisions, videos, perhaps videos which take up ... the screen (9) takes up the whole wall. I should think. Yes, you'll have things like (10) garage doors which open automatically when you (11) drive up, perhaps electronic (12) sensors which will (13) recognize you when you, when you come to the front door even. Perhaps (14) architects and designers will be a bit more (15) imaginative about how houses are designed and perhaps with the (16) shortage of space people will think of putting gardens (17) on the roof and, and maybe rooms can be (18) expanded and, and (19) contracted* depending on what you use them for, so perhaps there'll be a bit more (20) flexibility about that.Part 2 PassageThe Oscar StatuetteThe Oscar statuette, designed by MGM's* chief art director Cedric Gibbons, depicts* a knight holding a crusader's* sword, standing on a reel of film with five spokes, signifying the original branches of the Academy: Actors, Writers, Directors, Producers, and Technicians.Born in 1928, years would pass before the Academy Award of Merit was officially named "Oscar". Industry insiders and members of the press called the award "the Academy statuette", "the golden trophy" or "the statue of merit". The entertainment trade paper, Weekly Variety, even attempted to popularize "the iron man". The term never stuck.A popular story has been that an Academy librarian and eventual executive director, Margaret Herrick, thought the statuette resembled her uncle Oscar and said so, and that as a result the Academy staff began referring to it as Oscar.No hard evidence exists to support that tale, but in any case, by the sixth Awards Presentation in 1934, Hollywood columnist Sidney Skolsky used the name in his column in reference toKatharine Hepburn's first Best Actress win. The Academy itself didn't use the nickname officially until 1939.Since its conception, the Oscar statuette has met exacting uniform standards - with a few notable exceptions. In the 1930s, juvenile players received miniature replicas* of the statuette; a ventriloquist* Edgar Bergen was presented with a wooden statuette with a moveable mouth; and Walt Disney was honored with one full-size and seven miniature statuettes on behalf of his animated feature Snow White and the Seven Dwarfs. Between 1942 and 1944, in support of the war effort, Oscars were made of plaster. After the War, winners turned in the temporary awards for golden Oscar statuettes.The traditional Oscar statuette, however, hasn't changed since the 1940s, when the base was made higher. In 1945, the base was changed from marble to metal and in 1949, Academy Award statuettes began to be numbered, starting with No. 501.Approximately 50 Oscars are made each year in Chicago by the manufacturer, R. S. Owens. If they don't meet strict quality control standards, the statuettes are immediately cut in half and melted down.Each award is individually packed into a Styrofoam*container slightly larger than a shoebox.Eight of these are then packed into a larger cardboard box, and the large boxes are shipped to the Academy offices in Beverly Hills via air express, with no identifiable markings.On March 10, 2000, 55 Academy Awards mysteriously vanished en route from the Windy City* to the City of Angels. Nine days later, 52 of stolen statuettes were discovered next to a Dumpster* in the Koreatown section of Los Angeles by Willie Fulgear, who was later invited by the Academy to attend the Oscar 2000 ceremonies as a special guest.For eight decades, the Oscars have survived war, weathered earthquakes, and even managed to escape unscathed* from common thieves. Since 1995, however, R. S. Owens has repaired more than 160 statuettes. "Maybe somebody used chemicals on them to polish them and the chemicals rubbed right through the lacquer* and into the gold," explains the company president. "Or maybe people stored them someplace where they corroded." Although he stresses that the statuette is made to endure, Siegel offers this sage advice to all Oscar winners: "If it gets dusty, simply wipe it with a soft dry cloth."Exercise C Detailed ListeningDirections: Listen to the passage and decide whether thefollowing statements are true (T) or false (F). Discuss with your classmates why you think the statement is true or false.----I...- 1. There were five original branches of the Academy.(Because the five spokes on the reel of film signify theoriginal branches of the Academy:Actors, Writers, Directors, Producers, and Technicians.) ~ 2. The Academy Award of Merit was officially named "Oscar" in 1928.(Born in 1928, years would pass before the AcademyAward of Merit was officially named "Oscar.")----I...- 3. The Academy staff began referring to the Academy statuette as Oscar because Margaret Herrick said thestatuette was like her uncle Oscar.(An Academy librarian and eventual executive director,Margaret Herrick, thought the statuette resembled heruncle Oscar and said so, and as a result the Academy staffbegan referring to it as Oscar.)4. Since its conception, the Oscar statuette has met exacting uniform standards.(There were a few notable exceptions. In 1930s, juvenile players received miniature replicas of the statuette and a ventriloquistEdgar Bergen gained a wooden statuette with a moveable mouth. Walt Disney was honored with one full-size and seven miniature statuettes. )----I...- 5. Oscars were made of plaster in the 1940s because of the War.(Between 1942 and 1944, in support of the war effort, Oscars were made of plaster.)----I...- 6. The manufacturer, R. S. Owens makes about 50 Oscars each year in Chicago. (Approximately 50 Oscars are made each year in Chicago by the manufacturer, R. S. Owens.)~ 7. 55 Academy Awards were stolen by a mysterious person en route from the Windy City to the City of Angels on March 10, 2000.(On March 10,2000,55 Academy Awards just mysteriously vanished en route from the Windy City to the City of Angels, but how and by whom was unknown.)~ 8. For eighty years, the Oscars have survived war, weathered earthquakes, managed to escape unscathed from common thieves and even chemical corrosion.(Since 1995, however, R. S. Owens has repaired more than 160 statuettes. "Maybe somebody used chemicals on them to polish them and the chemicals rubbed right through the lacquer andinto the gold."Part 2 Passage 34;00Rise and Fall of EgyptThe Nile River* was a kind friend but occasionally it was a hard taskmaster*. It taught the people who lived along its banks the noble art of "teamwork". They depended upon each other to build their irrigation trenches and keep their dikes in repair. In this way they learned how to get along with their neighbors and their mutual-benefit-association quite easily developed into an organized state.Then one man grew more powerful than most of his neighbors and he became the leader of the community and their commander-in-chief when the envious neighbors of western Asia invaded the prosperous valley. In due course of time he became their King and ruled all the land from the Mediterranean to the mountains of the west.But these political adventures of the old pharaohs* (the word meant "the Man who lived in the Big House") rarely interested the patient and toiling peasant of the grain fields. Provided he was not obliged to pay more taxes to his King than he thought lust, he accepted the rule of pharaoh as accepted the rule ofMighty Osiris *.It was different however when a foreign invader came androbbed him of his possessions.After twenty centuries of independent life, a savage Arab tribe of shepherds, called the Hyksos*, attacked Egypt and for five hundred years they were the masters of the valley of the Nile. They were highly unpopular and great hate was also felt for the Hebrews who came to the land of Goshen* to find a shelter after their long wandering through the desert and who helped the foreign usurper* by acting as his tax-gatherers and his civil servants.But shortly after the year 1700 ., the people of Thebes* began a revolution and after a long struggle the Hyksos were driven out of the country and Egypt was free once more.A thousand years later, when Assyria* conquered all of western Asia, Egypt became part of the empire of Sardanapalus*. In the seventh century ., it became once more an independent stateExercise C Detailed listeningDirections: Listen to the passage and choose the best answer to complete each of the following sentences.1. C。
