Unit 4 Customer Service Reading and Writing 教学设计-2023-2024学年中职高二上学期英语高教版（2021）基础模块3

课 题 Unit4 Customer Service (Reading & Writing) 课 型 Reading and Writing 课 时 2 授课班级 授课时间 80mins 授课教师 教材分析 本课教学内容选自教材《英语3基础模块》中Unit 4 Customer Service的Reading and Writing，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 1. summarize the theme of the article, sort out the complaint information and content; 2. complete the description of the complaint experience and reply to the complaint letter with appropriate vocabulary and sentence patterns; 3.identify logics of complaint letters; 4.Write an email to deal with customer complaints; 5.recognize the value of honesty in doing business. 学习重难点 1. summarize the theme of the article, sort out the complaint information and content; 2. complete the description of the complaint experience and reply to the complaint letter with appropriate vocabulary and sentence patterns; 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，视频与图片 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. Watch a video. T: Please watch the video and answer this question: What did she do to express her anger? S: She made a complaint. 2. What will you do if you run into these situations? T: What will you do if you run into these situations? received incorrectly delivered goods. order delivery is delayed the quality is poor the service is bad Watch a video and answer the question. Get familiar with these after-sales situations. 本环节是导入部分，通过观看视频，初步了解顾客投诉一般在什么情况下进行。 Step 2: Pre-reading What will you do、 T: If you are a customer service manager,how will you deal with after-sale problems? Play a video and have a brief conclusion of how to deal with an after-sales problem Step 1（安抚）: I’m sorry to hear that./That’s totally unacceptable./That must have been very inconvenient fo