高教版基础模块英语Unit 4

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。

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。

contribute /kənˈtrɪbjuːt/ v. 做出贡献 的
department /dɪˈpɑːtmənt/ n. 部门
result /rɪˈzʌlt/ n. 结果
electronic /ɪˌlekˈtrɒnɪk/ adj. 电子的 rural /ˈrʊərəl/ adj. 农村的
enthusiastic /ɪnˌθjuːziˈæstɪk/ adj. 热心的university /ˌjuːnɪˈvɜːsəti/ n. 大学
architecture /ˈɑːkɪtektʃə(r)/
n. 建筑 architect /ˈɑːkɪtekt/ n. 建筑师
赫尔佐格 皮埃尔·德梅隆
李兴刚
beach /biːtʃ/ n. 海滩
collect /kəˈlekt/ v. 收集
collection /kəˈlekʃ(ə)n/
n. 收集品，收藏
adj. 电子的
electric /iˈlek.trɪk/
adj. 电动的
If you are interested and enthusiastic, fill in the electronic application form online. 如果你有兴趣，有激情，请在网上填写电子申请表。
I want to buy an electric car. 我想买一辆电动车。
activity /ækˈtɪvəti/ n. 活动
amazing /əˈmeɪzɪŋ/ adj. 令人惊奇的
application /ˌæplɪˈkeɪʃn/ n. 申请
organization /ˌɔːɡənaɪˈzeɪʃn/ n. 组织
apply /əˈplaɪ/ v. 申请

Unit 4 I’ve tried all the means of transportation.Step One Lead-in (7 min)1. Brainstorm (1min）-time job?”The teacher asks, “What would you consider when you look for a part(ability, salary, opportunity, work time, workplace, traffic or means of transportation, boss, distance …)2. Match (1min)The teacher asks, “Which means of transportation do you take when you go to work / go to school?” Show some pictures of means of transportation. Match the pictures with the words. Then read the words after the teacher.1. subway2. train3. bus4. taxi5. bicycle6. motorbike7. plane8. car9. ferry 10. light railA B C D E F G H（设计意图:此步骤加入图片与交通工具match的设计，首先使学生对交通工具有直观的认识，多两个词汇供选择，使最后一张图片时，学生也仍要做出选择。

带读解决不熟悉单词，利于学习用英语表述各种交通工具的名称，为下面的讨论作词汇铺垫。

）3. Activity 1. Discussion (2 min)“What kind of transportation have you taken? Work in pairs and discuss the means oftransportation you have used.”Example: A: Have you ever taken the subway?B: Yes, I have. / No, I haven’t.（设计意图:把单词引入句型中，进一步巩固交通工具的词汇，也为后面语法的学习做铺垫。