08商务英语综合英语4教案

《商务英语》授课教案《商务英语》授课教案Task AssignmentLearning MaterialsDiscussi on:1・ What information should be included in a product presentation?2. How to make an effective product presentation in a very formal way?ModelA Prospect on Promoting Online Educational Facilities[Dexter 一a teaching consultant, Lucky, Ella and Fiona 一audience from public community]Hello, every on e! Tm Dexter, a teaching con suitant from New Century Teaching Groups ・Based on Shanghai Industry and Commerce Foreign Languages Colleges, our New Century Education and Research Network (NCERN) is offering a completely new form of education for our students, through computers and internet technology. Students are not waiting for formal classes to begin to get information or become knowledgeable about a subject. They are no longer passively learning from the teachers, but acquiring knowledge of their in terest through the network ・ This form of educati on has greatly in spired the student.And here I present you those major functions of our Online Educational and Training Center.If you want to exchange latest information of your majors, you can visit the site of . Maybe you will learn a lot from others there in addition・ China laid・off workers also get a good chanee to improve their level of study. Long-distance education has brought them a bright future ・And through increasing number of students are using the NCERN to acquire the latest information of their majors. The in ternet has become an effective channel between school authority and students・ In that way, our prospect on studying within an online educational facilities becomes into reality.For further information, you can con tact me by email or cell phone ・Dexter@ or139********** respectively.The rest time will be left for Q&A. Any questions for reference?Lucky: Whafs the long-distance education on earth?Dexter:OK! Thafs the question basic of the Basics・ It's a teaching method that enables a teacher to carry out the real-time teaching far away with the help of the network andtelecommunication technology. You can even share the teaching of the professors in our College outside Shanghai. Sound great?Lucky: Of course, thafs nice..・Ella: I have a questio n. For those students who can not study on a fixed schedule, how to meet their teaching semesters and credit courses?Dexter:Well, with online education, our long-distance teaching facilities are just created to suits those students with unfixed studying hours・ It just provides them with enough flexibility. Fiona: How about the communication and interactions between teachers and students? Or how to solve this problem?Dexter:The same as in the classroom, teachers and students can communicate with Ianguages and images promptly. This is called the net school.Fiona: Can I acquire the same degree as the students in the school if I can complete my studies? Dexter:Yes, it can save time and money, so it5s especially appropriate for adult further education ・Ella: Bring me to listen to a lesson next time, and I want to experience the advantages, too. (all laughing)Dexter:Do you want to join us?Ella: I am almost convinced by your remarks・ Haha..・How to Create a Product PresentationOutline of the Product PresentationThe following is a basic outline for a product presentation・ You will note that the maximum number of slides is twenty. Most sales calls allow 30 minutes for the formal presentation, at two minutes a slide, fifteen slides is the appropriate number. It is important to keep your presentation precise otherwise your point will be drowned out in detail・1) Introduction ・ This is normally just a title slide where the speaker introduces themselves, and the point of the product presentation・ This is where you want to hook your audienee and tell them what is in it for them・ If you are not going to be giving the presentation you may want to have a note slide with the point on it. (1-2 slides)2) Agenda ・ An agenda is optional, but provides you with an your opportunity to tell your audience what you are going to cover in your presentation・ It avoids people asking questions early in the presentation about material you will be covering later. (1 slide)3) Company Information ・ This is a way to establish credibility and to make the audience feel comfortable with your company ・ Ways to do this in elude customer lists, high-profile executives or advisors, information on funding (if a private company), awards and major milestones・ Don't spend too much time on this, you don*t want your audienee falling asleep・ In fact, in my more recent presentations I have moved this to the back, after I have the audience's attentio n.4) Positioning ・ Successful products have a unique technology or positioning that sets them apart from other products on the market. You want to introduce this aspect of your product up front to let your audience know how your product is different and why they should listen to the rest of your presentation. Use this as an attention getter. This should be done in terms of the problem that they have and that you are solving with your product. Be sure to present this in terms of your audience and their pain. Performing a positioning exercise prior to building your presentation is very helpful. This part of your presentation must be very crisp and to the point. (1-5 slides)5) Product description ・ Clearly describe your product in terms that your audience will understand・ It may be helpful to have a chart with the product components・ You want to give the audience a frame of referenee for the features and benefits that they are going to see・ You also want them to know how your product fits into their existing environment・ Show how the product in terfaces with other products or systems they may be using ・(1・2 slides)6) Clearly articulated benefits as they relate to your target audience - You can use a features and benefits list or just walk through the features and benefits・ Whatever you do, do not forget the benefits! They may be obvious to you because you live and breath the product, but your audience should have them clearly called out and they must relate to their needs・(1・ 5 slides)7) Examples/successes - At this point in the presentation your audience should be familiar with your product and why it is different and better. In order to drive this point home use examples of how your product is being used and how customers have benefited from the product. (1-3 slides)8) Closing argument - This is your opportunity for a 'call to action*. You want summarize your product presentation, reiterate the point of the presentation, and ask your audience to do something, if that is the point of your presentation・Other Important PointsUse ExamplesUse examples whenever possible・ Examples help to illustrate your points and provide a frame of referenee for those people in your audience that don't already have one・SimplifyKeep slides as simple as possible・ Lots of text on a slide makes it difficult to read and it loses its impact. Make sure the slides will be readable from the back of the room・ If you are not giving the presentation, you may feel compelled to add more text to the slides - provide speaker's notes in stead ・If you are using PowerPoint, don't get carried away with colors and many different transitions・Pick a format and stick with it so that you don't draw attention away from your subject.One of the most effective presentations that I ever saw was done with a single clip art picture in the middle of each slide・ The picture makes a point without drawing attention away from the speaker.Easy-to-Read FontsA san-serif font (a font that does not have the little lines at the top and bottom, as in the headings of this document) is easier to read for bullets on slides・StyleA presentation that uses the default PowerPoint fonts and lots of different primary colors looks like a presentation that was slapped together with little thought Not everyone is a graphic artist, but you can learn some basic principles and apply them to your slides・ Below are a few key points, but be sure to read Robin William's The Non-Designer's Design Book for more tips.Use a presentation template and then use the colors from the template (or ones in the same family) for all charts and graphs・Use alignment carefully・ If your template is left or right aligned, use that alignment throughout the presentation・Remove harsh lines. Powerpoint always puts a dark line around any box that you draw・These lines make the drawings look crude and harsh・ By removing the lines your eye focuses more on the content of the box rather than the boxes themselves・ Additional lines and arrows don't have to be dark either, try making them thicker and lighter so that they don*t drawattention away from the point of the slide・Provide Speaker's NotesIn order to keep the bullets on your slides concise; you may want to consider providing speaker notes to people that may be giving your presentation・ If you do provide speakers notes, keep them short and concise and use bullets to make it easy to read・ Remember that the more text you put on the speaker's notes, the less likely the speaker is to read it before the presentation. I can't tell you how many times I have seen a presentation where the speaker says, 1 think this slide is trying to say...*・ Both the speaker and the marketing group that provides the presentation look bad・If you are using PowerPoint, print the slides with the speaker's notes so that the presenter does not get the notes out of sync with the presentation・Provide HandoutsYou will probably handout copies of the slides・ It is always nice to print the slides in a format where there is room for the audience to take notes・You may want to use handouts in addition to providing copies of the slides・ Often, to keep slides simple, you may compromise the ability for the viewer to use it as a referenee later or you may have charts or back-up information that has too much detail to include in your presentation・ In these cases it may help to include handouts and refer to them during your prese ntation ・Use Themes for Group PresentationsIf there are a group of people presenting it is helpful to use a theme and weave it throughout all the presentations. This provides a sense of cohesiveness to the entire presentation・A good agenda is an important part of group presentations. You want to introduce all the speakers and let the audience know the topic each speaker will be discussing・Mark ConfidentialIf the presentation is confidential, don't forget to mark it confidential. Slides often get copied at customer sites and can easily end up in your competitors' hands.When You are the PresenterPractice your presentation. No one ever has the time to do it, but even if you are used to winging presentations, the following are the benefits of practice:1) Your pitch will be more powerful, polished, and professional2) You are more likely to accomplish your objective3) You look betterThere is nothing worse then watching a presenter bring up a slide and then try to interpret it as if this is the first time they are seeing it. The slides are to support your presentation. I will often give the presentation to a practice audience within the company first before giving it to an external audienee. You will get some great suggestions from people who have a slightly different perspective・ This is especially true if you can give your pitch to a different department. I have found that giving a product presentation to the engineering group will provide some great insights ・ Before you give your presentation to a practice audience, be sure to go over the "Points to Consider** above with your audienee so that they understand your objective, target audience, and that target audience's perspective・Additionally you should add slides that talk specifically to your audience・ Identify the issues and problems that they are dealing with or tell them about how their competition is doing something・Then show them how your product will provide them with a competitive advantage ・Other helpful hints:Use gestures to make things visual and clear.Use an expressive voice to emphasize points and show your enthusiasm for your product.Always stand, even when you are talking to a small audience・ Standing projects more energy ・Use highlights or colors on charts to emphasize an important point. (Though don't over use this, and don't use red unless you want to set off alarms.)Use controversy ・ It is sometimes useful to start your presentation with a con troversial statement to grab your audience, attention.Use metaphors to help with visualization.Make sure you have a smooth verbal transition between slides for a very polished presentation. (This is where the practice really pays off.)。

商务英语口语教案一、教学目标1. 知识目标：（1）掌握商务英语口语的基本表达方式；（2）了解商务场景中的常用词汇和短语；（3）熟悉商务英语口语的交流技巧。

2. 能力目标：（1）能够用英语进行商务场景的简单交流；（2）能够运用所学知识进行商务洽谈和沟通；（3）提高商务英语听说能力和口语表达能力。

3. 情感目标：（1）激发学生学习商务英语的兴趣；（2）培养学生的团队合作意识和沟通能力；（3）提高学生对商务英语口语应用的自信心。

二、教学内容1. 商务英语口语的基本表达方式；2. 商务场景中的常用词汇和短语；3. 商务英语口语的交流技巧；4. 商务洽谈和沟通的基本技巧；5. 商务英语口语应用实例。

三、教学方法1. 情境教学法：通过模拟商务场景，让学生在实际情境中学习和应用商务英语口语；2. 互动教学法：采用小组讨论、角色扮演等形式，引导学生积极参与课堂互动，提高口语表达能力；3. 任务型教学法：设计商务英语口语任务，让学生在完成任务的过程中巩固所学知识；4. 视听教学法：利用多媒体教学资源，为学生提供真实的商务英语口语材料，增强学生的听说能力。

四、教学步骤1. 导入：介绍商务英语口语的重要性，激发学生的学习兴趣；2. 讲解：讲解商务英语口语的基本表达方式和商务场景中的常用词汇短语；3. 实践：分组进行商务场景的角色扮演，让学生在实际情境中运用所学知识；4. 互动：组织小组讨论，让学生分享学习心得和经验，互相交流；5. 总结：对本节课的内容进行回顾和总结，布置课后作业。

五、课后作业1. 复习本节课所学的商务英语口语表达方式和词汇短语；2. 结合所学知识，模拟商务场景进行口语练习；3. 收集商务英语口语的相关资料，进行拓展学习；六、教学评价1. 平时成绩：观察学生在课堂上的参与程度、口语表达能力和任务完成情况，给予相应的评价。

2. 课后作业：检查学生完成的课后作业，评估其复习和应用所学知识的能力。

3. 口语测试：组织商务英语口语测试，评估学生在实际场景中的口语表达水平。

商务综合英语课程教案授课时间第周星期第节课次授课方式（请打√）理论课√讨论课□实验课□习题课□其他□课时安排6授课题目（教学章、节或主题）：Unit 10 customer serviceTeaching objectives and requirements(教学目的、要求):Students arerequired to1．Master economic vocabulary in customer care and service;2．Be familiar with ways of dealing with customer complaints；3．Get to know some best techniques for dealing customer complaints;4. Learn the skills of dealing customer complaints.Teaching highlights and difficulties(教学重点及难点)：Highlights:1.grasp ways of dealing with customer complaints.2.master economic vocabulary in customer care and service.Difficulties:1.understand the various methods to solve customer complaints.2. express themselves more freely on the theme after doing a series of theme-related reading, listening, speaking and writing activities;Time allotment(教学时数)：6 PeriodsTeaching method(教学方法)：1.Group Discussion2.Exemplification and demonstration；3.Task-based teaching4.Teams-based Cooperative LearningReferences(参考书目)：1.科顿，法尔维等编，体验商务英语综合教程4，《体验商务英语》改编组改编，高等教育出版社，2.马斯库尔，海特勒著，体验商务英语教师用书4，《体验商务英语》改编组改编，高等教育出版社，3.蒋景东著，常用商务英语词典，浙江大学出版社，2012,5.4.（英）帕金森编著，牛津英汉双解商务英语词典，华夏出版社，2011教学基本内容方法及手段II Teaching procedureStep 1 Starting up:(20 minutes)1)1) Write 'CUSTOMER SERVICE' in big letters on the board. Ask Ss, in threes, to brainstorm briefly -what they understand by this term.-what their own organisation or educational institution does in this area.There is this definition of customer service quoted at the beginning of the Business brief on page 85'all the activities involved in making it easy for customers to reach the right parties within the company and receive quick and satisfactory service, answers and resolution of problems'. This relates mainly to situations where things have gone wrong.Customer service is also used in a neutral sense to talk about normal dealings when customers are buying products or services. Ss may refer to both these senses in their brainstorming sessions.Ss working in business will have something to say about customer service, whoever their customers are, whether business-to-business or business-to-consumer. It could be interesting to see how those working for government organisations view their 'customers' and what they understand by customer service. In the case of educational2) Students are asked to figure out the meaning of the quotation:Ask Ss to look at the quotation. Can they think of other queuing situations that can be annoying (such as supermarket checkouts, buying tickets) Do they have particularly bad incidents to recount 3) Please talk about what irritates you and about the place of customer care in a company's success.@ Discuss the different points in both exercises in pairs. Say that there is some overlap between the items, for example unhelpful and indifferent service personnel. The main idea is to encourage Ss to think of specific incidents they have encountered, even ones of too much customer care, eg. The waiter who asks 3 times during a meal if everything is alright. Step 2 listening: improving communications (50)Task AAbout Harrods 哈罗兹（英国著名百货公司）Harrods is a large upmarket department store on Brompton Road in Knightsbridge, London. The Harrods motto is Omni Omnibus Ubique, which means All things, for all people everywhere and refers to its claim that absolutely anything can be bought there. it is particularly famous for the range ofgoods available in the seasonal Christmas department and the food hall. The present owner is an Egyptian, Mohamed Fayed (whose son Dodi was killed in the same car crash as princess Diana). He bought the store in 1985 for ￡615 million.Task BListen and decide the statements True, False, or Not Given 1 false (it is about exceeding customer expectations)2 false (they expect a level of service that is better than other retailers)3 true4 true5 not given (the speaker says nothing about how often feedback is given)6 false (they are given a certificate from the chairman and￡5o in vouchers to spend in the store)Audiolingu al and communicative method课程教案（续）教学基本内容方法及手段Script 10. 1 (I = Interviewer SA = Sarah Andrews)I At Harrods how do you define good customer serviceSA Good customer service here at Harrods is about exceeding our customers' expectations. Erm the customer's expectations here at Harrods are generally higher than most other retailers and most other Department Stores, in that they may visit one of our competitors like erm a food retailer or another Department Store and they would expect to get a general level of customer service. In Harrods they expect to be bowled over with the service that they receive. They expect our staff to go the extra mile at every given opportunity and to receive something quite exceptional. We actually set erm a minimum level of service, a framework that all of our staffwork towards, that when they join the business we train them on these seven steps to exceptional service, then going forward we mystery shop which is basically we have erm real Harrods customers that we recruit and go and test the Departments and experience the service and report back to us what they've experienced. And if our staff get 100% they get a Certificate from the Chairman, they get ￡50 worth of vouchers to spend in the store and they get, you know, high recognition within their Departments and obviously if we have consistent poor performers that aren't meeting that minimum level of service then we, we would manage their performance.Task CListen to and complete:Example answers1 establish/build consumer loyalty2 are the same as those available in other stores/are no different from those in other outlets3 likely lose their customers/not build customer loyalty and their customers may move toother retailers10. 2 (I = Interviewer SA = Sarah Andrews)I Do you think companies generally pay enough attention to customer serviceSA I think companies, er retail companies are recognising erm more recently the importance of good customer service. Erm, it's very important to retailers to have customer loyalty. It is difficultin these days to have a point of difference to the product that you offer because most of thethings that arc available also here in Harrods are available elsewhere er, in London or in the UK itis no longer unique to Harrods, so we have to make the difference with great customer service, which means that when the market may be tough, our customers continue to come and shopwith us because they know they are going to get a great experience. I think there are. There are some companies that have not yet recognised that and I think they pay for that with a transient customer that doesn't, stick with them and may move from one retailer to another dependenton what's on offer. I think it's hugely important.I And is new technology helping in the improvement of customerserviceSA I, I think that er there is new technology available to erm measure customer service, Marks and Spencer for example, have a, a unit at their till points that when customers pay they can, they can press different buttons and say whether they were happy with the service they received today, erm, personally, and for here at Harrods I'm not sure how effective that is. I believe the most effective thing is to get real customers' feedback on what they experience and really look at the retention of our genuine customers, so, how many of our customers here in Pair workwiith the aid of multi-media facilityAudiolingual and communicativ e methodHarrods, that, that possibly own a Harrods credit card come back and shop with us on a regular basis and for me that's the absolute best test and measure of what level of service we are delivering to our customers.Task DPlay and ask Ss to take notes on how the speaker thinks technology can contribute to improved customer service and whether she thinks this is useful for Harrods. You may need to play the recording several times.Sarah ment'ions a new device at another store, which monitors customer service by having customers press buttons to indicate their levels of satisfaction, but she isn't sure how effective thisis and she doesn't think it would be useful for Harrods. The other technology she refers to is that related to store cards. Through these they can monitor how often customers return to the storeand this, she thinks, is a good way of getting feedback on how satisfied customers are.Task E10. 310. 3 (I = Interviewer, SA = Sarah Andrews)I Can you tell us how you prepare your staff to give the best customer serviceSA We have a set of standards here in Harrods that we call 'sell the experience'. So to sell the experience of Harrods erm, we have seven steps that erm, we work through which starts fromthe customer arriving in the Department until they purchase their goods and leave. The first stepis to welcome our customers within one minute of entering the Department, so our customersare treated as guests in our home of Harrods and when they walk into the store or into the Department they are greeted in some way. So that may be a smile, that may be a more formalgood morning or good afternoon, or it may simply be eye contact.The second stage is to approach customers at an appropriate time and initiate a conversation. So we train our staff to erm, monitor customers' behaviour and look for an appropriate time to goandstart a conversation with the customer. Some customers may look like they are happy browsingand don't want to be interrupted, some customers may give signals that they have spent a longtime at a particular rail possibly looking for sizes, which is an indicator that The next stage is forus to ask questions to establish our customers' needs, which is a very important part of the service process. Erm our staff are uained on how to ask the right questions to really ascertainwhat the customer is looking for.The next stage is for them to use their product knowledge and to select items to meet those customer needs. So it's very important that they listen to the answers when they've asked the relevant questions and then to use their knowledge to match the customers' needs with the products that we offer.The next thing we ask them to do is to highlight the features and benefits to customers, so this is about talking about the product, 'this is a beautiful painting madam what a wonderful shade ofredthe dress is made in' and it's to really talk about the product and really focus on the real beautiful features and benefits of what the customer is looking at.The next thing we do is to offer related products to maximise the sale or service. So this is wherea customer a gentlemen is buying a shirt, maybe we will introduce a matching tie, or a matching suit, so that the customer can get the whole experience of Harrods. Then we ask our staff to introduce the Harrods card. We believe the Harrods card is a big benefit, both to the store and toour customers, so it's important that our staff introduce those benefits to each and everycustomer that shops in the store.And finally to make sure that we finish the whole process very well, the staff are encouraged to thank customers and invite them to return.Go through the seven steps with ss and ask them to try to predict what the missing verbs might be. Play recording 1o. 3 and ask Ss to complete the seven steps.1. Welcome2. Approach, initiate3. Ask, establish4. Use, select, meet5. High light6. Offer, maximise7. Thank, inviteTask FPut Ss in pairs and give them time to prepare their dialogues. Circulate, monitor and assist.Ask Ss to practise their role plays in their pairs before asking some of the pairs to perform their role plays for the rest of the class.Step 3 Discussion & Vocabulary: handling customer complaint (30 minutes)Discussion:Ss look at suggestions for ways of dealing with customer complaints and draw up a list of the best techniques for doing this.Get Ss to work in threes. Half the threes in the class are As, and the other half are Bs. The As discuss the list of ways of dealing with customer complaints for Group A and the Bs those for Group B. Say that each group has to decide on the five most useful suggestions in its particular list.Ask the student to look at and discuss each list separately, choosing five points from each list. Ask the student to explain the reasons for their choice. Then ask the student to choose the six most important ones from the ten he / the has selected and, again, to explain the reasons.Ss took at words related to customer service and some common idioms, using them in context. @ Tell Ss to look through the sentence parts. Ask them to match them as a quick-fire activity. Point out the pronunciation of rapport with its silent t.Vocabulary:task A1 complaints-e)2 rapport-d)3 reassure-a)4 standards-b)5 products-c)Task BAsk Ss to work on matching the idioms in pairs. Circulate, monitor and assist.With the whole class, do a round-up of the answers and explain any difficulties.1c 2d 3f 4e 5a 6b 7gTask C.Do this as a quick-fire activity with the whole class. Explain any difficulties.1 get to the bottom of the problem2 pass the buck3 ripped off4 slipped my mind5 talking at cross purposes6 it was the last straw7 got straight to thepointStep 4 Reading: Customers first (50 minutes)The message for this or any other yearThis passage is about the decline in standards of customer service in the UK and whycustomers should be a company’s first priority.In the passageA. Read the article and answer:Q 1. What customer service problems did the author have2. What examples are given of poor customer service by British utilities3. what answer does the author give to the question: ‘why is customer service important’4. Why is customer service difficult to implement1. It took weeks to sort out the problems with his new printer-scanner-copier. He couldn't getthrough to the Powergen 24-hour helpline and had to call them from work.2. Not turning up at the appointed time. Falsely claiming to have rung the doorbell and foundno one in.3. Customers are the most vital part of any business, they are its reason for existing and theyare the people upon whom all success depends. Keeping them satisfied is the most importantthing a company can do.4. Competition may force a company to move jobs to low-wage countries (thus having fewerpeople on hand to give good customer service). The bigger a business is, the more widespreadits suppliers and customers become and delivering good service to them becomes moredifficult. You may have to invest in IT systems to keep track of orders.B1 He says the opposite of this in lines 4o to 5o.2 He makes this pointin lines 5i to 57 by lamenting the fact that some companies have cut backon their customer service training.3 He makes this point in lines 79 to 84 By saying that outsourcing is not on its own responsiblefor deteriorating customer service, he suggests that it is one cause.4 He doesn't make this point. He says in lines 84 to 90 that the fact that some companies seemto believe this is a problem.5 He makes this point in lines 73 to 76.C Ask Ss to discuss in pairs any examples of good and bad customer service they have experienced and then to report back to the class.Language review: Gerunds_Ss study gerund formation and the way that gerunds are used. Ss then use them in drawing up guidelines about customer service.A Go through the gerunds in the Language review box with the whole class. Refer back to Exercise A in the Starting up Section where this is mentioned, even if Ss haven't done this.? Get Ss to look at the article on page 87 in pairs and find gerunds. Circulate and assist.a) But making a profit... (line 96) ; Carrying this out... (line 129)b) including not turning up at the appointed time and then claiming to have rung the doorbell (line 46 to 49) ; I am not attacking outsourcing as such... (lines 79 to 81)c) without jamming (lines 15 to 16) ; about cutting costs... (lines 77 to 78) ; a way of providingthe same goods... (line 131 to 133)B 1 b 2 a 3 d 4 c 5 e 6 fPossible answers. Ss may suggest others.C Check your Ss'own ideas for improving customer service.1 returning2 giving3 doing/undertaking/commissioning4 organising/running5 drawing up/establishing/setting up6 drawing up/establishing/setting7 checking/examining/monitoring8 dealing9 ensuring/making sure10 learningStep 5 Skills: Active listeningSs look at listening skills in the context of customer service. They listen to interviews withsatisfied and angry customers and learn some key expressions.A With the whole class, ask about the points here. Invite comments and encourage discussion.Divide the class into pairs or threes. Circulate, monitor and assist. Note language points forpraise and correction, especially in relation to this topic.B With the whole class, praise good language points from the discussion and work on three orfour points that need improvement, getting individual Ss to say the correct forms.C Ask Ss for their suggestions. Invite comments and encourage discussion. Some interestingcultural issues should emerge here.Conversation 1A It was just before Christmas...B OK.A I went into this wine store and bought two bottles of red wine. I bought them because theywere promoted as wine of the month, so I thought they must be good. When l tried one of them,l found the wine was much too sweet, like fruiit juice almost.B Fruit juiceA Yes, Really! I offered a glass to my neighbour, who was our guest. She took one sip and askedme if 1 had anything else!B So, what did you doA Well, I took the bottles back to the store and complained about the wine. The salesmandidn't argue. He took the bottles back and told me to choose another two bottles. I’ll look for some at the same price,' I said. 'Don't do that, 'he said ‘choose any two bottles you like.' I chosetwo which were quite a bit more expensive and thanked him. I always go to that store for mywine now because I like the way they treat their customers.Conversation 2A I flew to Spain recently with my family and I was really impressed with the level of customerservice we received. We were flying with a relatively cheap, no frills airline and they didn'tpromise much-no meals for example, but what they did promise, they delivered.B ReallyA Yes. The service was excellent and friendly-it was service with a smile. They were particularlyfriendly and helpful to people with small children. We took off on time and arrived on time. We'lldefinitely be using them again.Convention 3A Something so irritating happened recently with a delivery that I’d ordered. I certainly won'tbe using the supplier again..B What happenedA Well, I work from home as a translator for a leading bank. My printer had broken and Ineeded a new one urgently. The person who took my order was extremely friendly and promisedit would be there the next day.B OKA It didn't arrive and I had waited in all day to receive it! When I Phoned the supplier I got the same friendly helpful treatment again- they were very sorry-it would definitely be there the following day. But they lct me down again. This went on for the rest of the week.B How awful!A I was very put out indeed. It was all talk and no action.Step 6 Case study (80 minutes)1) There are problems when a new manager takes over a sales team. Ss role play the directors10. 5 (C = Customer E = Employee)C I'm calling because I went into one of your shops this morning to look at some phones. Ireally have to complain about one of your sales staff.E Oh dear, what happenedC They were on me as soon as I got into the shop. I don't know if they're on commission ornot but they really pounced on me.E Oh"C And didn't listen to me at all. They seemed to be pushing a particular package which wasfar too expensive and not suitable at all. I'm a pensioner.E I quite understand. Sorry you felt you were being hassled. Which branch was itC Your main branch.E So, do you remember who served youC Yes, but I don't want to say.E Well, if you want me to take this seriously, we need to know who was at fault.C It wasn't just one person. They were all bothering me. In my opinion. you ought to lookinto your training methods. its just not good enough.2) fill in the missing informationActivity: Selling fax machines, data projectors and slim plasma screensSales Mana8er until 18 months ago: Vanessa BryantPresent Sales Manager:Nigel FraserSales targets: Increase turnover by 1o%; create dynamic sales teamSales performance: 2o% below target ; low morale since NF arrivedProblems: NF wants more meetings, but most of the staff don't ;present meetings are dominated by one or two people some don't turn upStaff blame each other or other departments for problemsStaff don't help each other rivalry and dislike between some membersUnable to accept criticism and become aggressiveNF happier in his previous job ; staff talk about the 'good old days' under VanessaBryant3) Role playStep 7 writing (20minutes)Writing file page小结：作业和思考题：Theme-related Language Learning Tasks and business communication skills.Essay Writing: S s write an email from the management consultants dealing with their recommunications.教学后记：填表说明： 1. 每项页面大小可自行添减；2. 课次为授课次序，填1～n等；3. 授课形式填理论课、实验课、讲评课、习题课等。

Unit 4Teaching Objectives:1. To remember and use new words and expressions;2. To have general ideas of “personal brand”;3. To learn how to polish up one’s brand;4. To know about the word formations of Business English vocabulary.Focuses:1. To have general ideas of “personal brand”;2. To learn how to polish up one’s brand.Difficulties:How to use word formations of Business English vocabulary to improve reading ability.Teaching Time:2 periods.Teaching Procedures:Part I Pre-reading QuestionsIt can be used as lead-in questions. For students, they can discuss with each other and will have free answers. Part II Extensive ReadingIn this part, there are two texts and their relevant exercises. By reading the texts in limited time, Teacher helps students understand the contents and the reading methods to build reading abilities gradually.1. Text A Brain-twisting Job Interview Questions by Microsofta. Let the students read Text A as quickly as they can for the first time to get the general idea;b. Ask students to tell others the general idea of the text;c. Then read through the text again to find the answers to Exercise I and Exercise II;d. Check the answers to Exercise I and Exercise II;e. Analyze the language points in the text:1. fire away: 原意是“不停地射击”，这里指“谈话或提问时连珠炮般地接下去”。

教案：大学英语综合教程4课程名称：大学英语综合教程4课程类型：综合英语课程教学目标：1. 提高学生的英语听说读写能力，使其能够熟练运用英语进行日常交流和学术研究。

2. 培养学生的英语思维能力，提高跨文化交际能力。

3. 增强学生的英语学习兴趣和自信心，为其终身学习打下坚实基础。

教学内容：1. 教材：大学英语综合教程42. 主题：本单元主题为“Fame and Success”，主要讨论名人和成功人士的生活、成就和影响力。

教学步骤：Step 1：导入（5分钟）1. 教师通过提问方式引导学生思考名人和成功人士的概念，激发学生对主题的兴趣。

2. 学生分享自己对名人和成功人士的看法和经历。

Step 2：阅读理解（15分钟）1. 教师分配阅读材料，要求学生快速阅读并回答相关问题。

2. 学生阅读材料，教师巡回指导，解答学生疑问。

3. 学生汇报阅读理解结果，教师点评并总结。

Step 3：词汇学习（15分钟）1. 教师引导学生学习本课新词汇，解释词义、例句和用法。

2. 学生跟读词汇，模仿发音，记忆词义。

3. 教师组织词汇游戏，巩固记忆。

Step 4：听力训练（15分钟）1. 教师播放听力材料，要求学生听懂并回答相关问题。

2. 学生听力练习，教师巡回指导，解答学生疑问。

3. 学生汇报听力理解结果，教师点评并总结。

Step 5：口语表达（15分钟）1. 教师引导学生根据主题进行口语表达，鼓励学生用英语讲述名人和成功人士的故事和经历。

2. 学生进行口语练习，教师巡回指导，提出改进意见。

3. 学生汇报口语表达结果，教师点评并总结。

Step 6：写作训练（15分钟）1. 教师分配写作任务，要求学生写一篇关于名人和成功人士的短文。

2. 学生进行写作练习，教师巡回指导，提出改进意见。

3. 学生汇报写作结果，教师点评并总结。

Step 7：总结与作业布置（5分钟）1. 教师对本节课的学习内容进行总结，强调重点和难点。

2. 学生领取作业，作业包括课后阅读、词汇练习、听力练习、口语表达和写作练习。

授课班级：XX班授课时间：XX课时教学目标：1. 理解并掌握本课的核心词汇和短语。

2. 提高学生的阅读理解能力，能够理解文章的主旨大意和细节信息。

3. 培养学生的口语表达能力，能够就文章主题进行讨论。

4. 培养学生的写作能力，能够根据文章主题进行写作。

教学重点：1. 核心词汇和短语的理解与运用。

2. 阅读理解能力的提高。

3. 口语表达能力的培养。

4. 写作能力的提高。

教学难点：1. 阅读理解中复杂句子的理解。

2. 口语表达中的逻辑性和连贯性。

3. 写作中的结构安排和语言运用。

教学过程：一、导入新课1. 教师简要介绍本课的主题和背景。

2. 引导学生回顾上一课的内容，并提问相关的问题，检查学生的学习效果。

二、词汇与短语讲解1. 教师讲解本课的核心词汇和短语，并举例说明其在语境中的运用。

2. 学生跟读并模仿，巩固记忆。

三、阅读理解1. 教师引导学生阅读课文，并提问相关的问题，检查学生的理解程度。

2. 学生分组讨论，分享阅读心得，互相纠正错误。

四、口语表达1. 教师组织学生进行口语练习，围绕课文主题进行讨论。

2. 学生轮流发言，教师给予点评和指导。

五、写作训练1. 教师讲解写作技巧，指导学生如何安排文章结构。

2. 学生根据课文主题进行写作，教师巡视指导。

六、课堂小结1. 教师对本课的内容进行总结，强调重点和难点。

2. 学生回顾本课所学，提出疑问，教师解答。

七、布置作业1. 完成本课的课后练习。

2. 预习下一课的内容。

教学资源：1. 教材：《大学英语综合教程4》2. 教学课件3. 教学视频教学反思：1. 本节课的教学效果如何，学生的学习情况如何？2. 教学过程中遇到的问题及解决方案。

3. 如何改进教学方法，提高教学效果。

商务英语教案中职【篇一：实用商务英语全套教案(学习中)】目录第一版块：介绍自己、他人、公司及产品第1知识点：正确使用称呼和常见的英文名 2－5 第2知识点：常见的国家和城市6－7 第3知识点：介绍公司部门和职务8 第4知识点：介绍自己以及询问他人的基本信息 9－12 第5知识点：介绍他人及请求他人介绍自己 13－14第6知识点：简单的寒暄语15 第7知识点：如何交换信息16 第8知识点：介绍美的微波炉制造有限公司 17－19第9知识点：介绍产品20－22 第10知识点：产品咨询23－24 第11知识点：订货与接单25 第12知识点：讨价还价26－27 第13知识点：支付期限和方式28 第14知识点：交货期29－30 第15知识点：sales review and forecasts31－33 第16知识点：客服（complainingapologizing） 34－35第二板块：电话英语第1知识点：接听电话36－37 第2知识点：拨打电话38－39 第3知识点：约客户及变更见面事宜40－45第三板块：简单的商务信函和英文简历第1知识点：商务信函的一般要素46－47 第2知识点：商务信函或e-mail三部曲48－49 第3知识点：英文简历50－51第四板块：日常交往常用英语（根据授课进度灵活安排）第1知识点：共同话题52－53 第2知识点：情景英语54-55 第3知识点：接待英语56－58 附：英文歌曲歌词59－61a communication skills course for business english实用商务英语教程第一版块：介绍自己、他人、公司及产品第1知识点：正确使用称呼和常见的英文名英语姓名介绍英语名字( first name )在前，姓( last name/ family name/ surname)在后 for example：john smithpeter brownalice green (名姓) (名姓)(名姓) which is his first name/last name/family name/surname？正确称呼的4条原则（1）正式、表示尊敬的称呼男：mr.+ family name——王先生女：mrs./ms+ family name——李太太/李小姐 mrs. 和 ms. 的区别（2）熟人之间非正式的称呼——直呼其名 john, peter, alice（3）不知对方姓名时用sir或madam称呼表示尊敬for example：excuse me, sir, can you tell me how to get to the closest post office?（4）对于一些有学术头衔或职务的人，通常称作dr. brown, professor black, president bush 注意：一切以英语习惯为主，不能死套原则较常见的英文名字英语姓名（男）英语姓名（女）部分男性英文名字详细介绍一、alexander在英国，最常用的男性名字中排名第十八。