Part3-4 Unit 4 Customer Service 教案-【中职专用】高二英语同步精品课堂（高教版2021·基础模块3）（2023修订版）

课 题 Unit 4 Customer Service (Reading and writing) 课 型 Reading and writing 课 时 2 授课班级 授课时间 90mins 授课教师 教材分析 本课教学内容选自高等教育出版社出版的“十四五”职业教育国家规划教材，《英语3 基础模块》中第四单元的阅读和写作（Reading and writing）板块，本阅读语料是回复顾客投诉的电邮，要求学生通过阅读信件，能厘清处理投诉的步骤和态度。通过概括文章的主题、梳理投诉信息、推测投诉者的投诉内容，能使用恰当的词汇与句型完成投诉经历的描述，并针对投诉案例回复投诉信。 学情分析 经过听说内容的学习，学生已掌握常见的投诉用语和方法，并能处理投诉。本节阅读语料为一封投诉信的回信，学习回复投诉信的步骤和态度，引导学生对比中西方投诉信的不同，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,make sure,mention,cause lose to, request,reduce...by... Ability objectives: To get 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 dedication、honesty and friendliness in the workplace. 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“Why did the customer make a complaint?”. 2. Discuss and answer:What will you do in the following situations? 1. Watch the video to know why the customer made a complaint. 2.Discuss how to deal with the after-sale problems and choose a proper way to make a complaint. 读前活动，视频展示电话投诉的场景，理解对话主题，投诉原因及售后解决方案。设计更多售后问题，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。 Step 2: Reading 1.Read and choose. Read the letter quickly to find the right title of the letter.(find the evidence sentences to support the title) 2.Read and complete. Read each paragraph to clear the structure of the article and finish the mind map in task11.(according to the key words:Problem, Cause, Solution) Para1:The problem is wrong delivery. Para2:The reason is that the staff placed the wr