Unit8 (课件）-《商务英语》同步教学（西南财经大学出版社）

Unit Eight Section A Listening and Speaking ★ Complaints and Claims Section B Reading ★ E-business Section C Business Writing ★ E-mails Targets Section A Listening and Speaking Ⅰ. Remember the words, phrases and sentences related to complaints and claims. Ⅱ. Imitate and memorize the following dialogues. Ⅲ. Discuss the following questions with your partner. Part One Warming-up Exercises 1. Do you have any experience of complaints or claims? If do, talk about it. 2. Discuss in pairs or groups the common causes for complaints and claims in international trade. Ⅰ. Listen to Dialogue or statement 1-5 and choose the appropriate answer to each of the questions. Ⅱ. Listen to Dialogue 6 and fill in the blanks with the exact words you have just heard from the recording. Ⅲ. Listen to Dialogue 7 twice and fill in the missing information. For these blanks, you can use the exact words you have just heard or write down the main ideas in your own words. Part Two Dialogues Ⅳ. Oral practice. 1. Listen to Dialogue 6 again, and then role-play the following situation: a businessman from Australia has ordered 500 cases of green tea from Suzhang Tea Company. Upon arrival, 50 cases were found wet. Supposing you are the sales manager of this company, he lodges a claim against you. 2. Listen to Dialogue 7 again, then make a similar dialogue in pairs. Ⅰ. Listen to Passage 1 carefully and fill in the blanks with the exact words you have just heard from the recording. Ⅱ. Listen to Passage 2 carefully and fill in the blanks with the exact words you have just heard from the recording. Part Three Passages Ⅲ. Oral practice. 1. Listen to Passage 1 again and talk about how to make complaints effectively and how to resolve customer complaints. 2. Listen to Passage 2 again and add more tips for making complaints. Ⅰ. Listen to the following song and fill in the blanks with the exact words you have just heard from the recording. I believe I can fly Ⅱ. Listen to the song again and si