Part1-2 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 ( Listening & speaking) 课 型 Listening & speaking 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，本单元主题是客户服务，听说板块语料来自售后服务的场景对话，要求学生能在听说的过程中习得重要词汇，掌握顾客表达售后需求及客服处理投诉的常用表达。培养学生的职场语言沟通能力,提升职业素养和服务意识。 学情分析 学生掌握购物时顾客与服务员常用交流用语，但未系统学习过客户服务的表达方式，对某些专业的表达及售后处理不知如何应对，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。教师在教学过程中，应为学生扫除词汇障碍，并积攒语言的输入，再模仿、角色扮演，最终实现语言的输出。练习中体现诚信和顾客至上的服务态度。 学习目标 Knowledge objectives: To learn words and phrases about complaint:refund,even if,charge,inconvenience ,receipt,so that ,under guarantee. To identify and note down information about services. Ability objectives: To be able to make a complaint about service or product problems. To deal with the complaint politely. Emotional objectives: To examplify honesty and dedication in work. 学习重难点 To be able to make a complaint about service or product problems. To deal with the complaint politely. 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 the following questions: 1) What do you think customer service is？ 2) What customer service problems have happened to you? 3) How did you deal with the problems? Discuss the questions and brainstorm more situations about the customer service and solutions. 从单元主题理解入手，激活客服及售后的词汇储备，学生说出售后常见问题的英文表达，教师提供模拟情景作为提示，以激活学生思维，为后续的听说活动做准备。 Step 2: Warming up 1. Look and match. 1) Present the pictures and ask “What happened in the pictures?” 2) Read the sentences and match them with the right pictures. 2. Think and tick. 1） Read the sentences and tick those which are used to make a complaint. 2） Explain the new and useful expressions. 1.Talk about the pictures in own words and match them with the right sentences to grasp the right expressions. 2.Tick the complaint sentences and summarize the useful expressions. 谈论图片信息，结合句型