U2L5 Personal Finance-Express Yourself（课件）-《新模式英语4》(劳保版第三版）《上好课》

Unit 2 Personal Finance Lesson 5 Express Yourself 劳保版第三版 新模式英语4 Learning objectives 学习目标 能力目标 知识目标 1. 理解与运用消费投诉和商务信件相关核心词汇； 2. 掌握商务投诉信的标准结构与商务投诉信的标准结构； 1.能围绕消费投诉场景，用英语完成顾客与商家的沟通对话，清晰表达投诉原因和诉求； 2. 能识别商务投诉信的标准结构，模仿范文撰写规范的投诉信，做到格式正确、逻辑清晰、表达连贯； 情感目标 1.培养理性维权意识，学会在消费中保护自身合法权益； 2.强化诚信意识，理解商家诚信经营和消费者理性维权的重要性。 03 01 02 目录 01 02 03 04 05 06 课堂导入 知识讲授（核心词汇与对话练习） 师生互动与课堂练习 知识讲授（商务投诉信） 师生互动与课堂练习 课堂小结 3 课堂导入 课前导入 Share Your Shopping Experience Have you ever had these bad shopping experiences? How did you deal with it? Bought a faulty product.（买到劣质商品） Been charged incorrectly.（被误收费） Received poor service.（遭遇糟糕服务） Got a stained/damaged item.（收到有污渍 / 破损的商品） 课前导入 What’s Wrong Here? Try to describe the problem in English! A bottle of sour milk.（变质的牛奶） A T-shirt with a stain.（有污渍的 T 恤） A broken backpack zipper.（拉链损坏的背包） 课前导入 Key Questions of This Lesson What words and sentences can we use to complain in English? What is the structure of a business complaint letter? How to write a clear and polite complaint letter? Why is rational rights protection important? 知识讲授 （核心词汇与对话练习） 知识讲授 complaint /kəmˈpleɪnt/n. 投诉 → She made a complaint about the poor service. stain /steɪn/n. 污渍 → There is a stain on the shirt. charge /tʃɑːdʒ/v. 收费 → I was charged twice for the same item. 核心词汇 知识讲授 request /rɪˈkwest/v./n. 请求 → I request a replacement for the faulty product. satisfactory /ˌsætɪsˈfæktəri/adj. 令人满意的 → We need a satisfactory solution. solution /səˈluːʃn/n. 解决方案 → The store offered a good solution. 核心词汇 知识讲授 词汇拓展 动词 (Verb) 名词 (Noun) 形容词 (Adjective) complain 投诉 complaint 投诉 - replace 更换 replacement 更换品 - satisfy 使满意 satisfaction 满意 satisfactory 令人满意的 protect 保护 protection 保护 protective 保护的 rational 理性的 rationality 理性 rational 理性的 1. complain (v.) → complaint (n.) 投诉 2. faulty (adj.) 有故障的；劣质的 3. refund (n./v.) 退款 4. replace (v.) → replacement (n.) 更换 5. receipt (n.) 收据 6. charge (v.) 收费 7. request (v./n.) 请求 8. satisfactory (adj.) 令人满意的 朗读下列单词并背诵标红词汇 课堂练习 complain, complaint, faulty, refund, replace, receipt The customer made a ______ to the manager about the ______ product. I can’t ______ the item without the ______ of purchase. The store agreed to ______ the faulty watch or give me a ______. She ______ to the company about the poor service she received. 选词填空 complaint faulty replace receipt replace refund complained 情境对话 场景呈现 Scenario 1: You bought milk from the grocery store and found it sour when you got home. Scenario 2: You received a stained T-shirt from an online store. Scenario 3: You paid for your meal with online banking, but the restaurant owner didn’t receive the money. Scenario 4: There is an extra charge on your supermarket receipt. Choose one scenario and make a dialogue with your group 情境对话 范例展示 Customer: Excuse me. I bought this bottle of milk from your store this morning, but when I got home, I found it’s sour. Shop Assistant: I’m very sorry to hear that. Could you show me the receipt? Customer: Sure, here it is. Shop Assistant: Thank you. We apologize for the inconvenience. We can give you a new bottle of milk or a full refund. Which would you prefer? Customer: I’d like a new bottle, please. Shop Assistant: No problem. Here you are. Thank you for your understanding. 情境对话 课堂展示 Share your conversations！ 知识讲授 （商务投诉信） 商务投诉信 范文拆解 Read Sara’s complaint letter and answer questions 1. Who is Sara complaining to? _____________________________________________________ 2. What is she complaining about? _____________________________________________________ 3. What do you think will happen? _____________________________________________________ The restaurant manager. Bad service. The manager may offer a complimentary meal. 商务投诉信 范文拆解 Read Sara’s complaint letter and find its parts Greeting（称谓） Body（正文） Closing（结尾） Signature（署名） typed/printed name （打印体姓名） 商务投诉信 范文拆解 Read Sara’s complaint letter and find its parts greeting/ salutation body closing signature typed/printed name 商务投诉信 范文拆解 Each part 1. Greeting（称谓） 作用：用于不知道收件人具体姓名或职位的正式场合，表达礼貌的开篇称呼。 常见变体： 若知道对方职位：Dear Mr. Smith / Dear Manager 若写给客服部门：Dear Customer Service Team 商务投诉信 范文拆解 Each part 2. Body（正文） 这是投诉信的核心部分，通常分为 3 个逻辑层次： ① 开篇铺垫：先表达过往良好印象，让投诉更客观。 I have been a customer at your restaurant many times, and usually the food and service are wonderful. 商务投诉信 范文拆解 Each part 2. Body（正文） 这是投诉信的核心部分，通常分为 3 个逻辑层次： ② 投诉主体：清晰、有条理地陈述问题（用 First of all, / When we..., / We spent... 等衔接）。 However, last night I was there having dinner with my friend and we had a terrible experience. First of all, our server... 商务投诉信 范文拆解 Each part 2. Body（正文） 这是投诉信的核心部分，通常分为 3 个逻辑层次： ③ 诉求表达：明确提出希望对方采取的改进措施。 We have really enjoyed eating at your restaurant in the past, so I hope you will take this letter seriously and do more training with your staff. 商务投诉信 范文拆解 Each part 3. Closing（结尾敬语） 作用：正式、礼貌地结束信件，是商务书信的标准收尾。 常见变体： Best regards,（稍显亲切） Yours faithfully,（非常正式，用于 “To Whom It May Concern” 之后） 商务投诉信 范文拆解 Each part 4. Signature（署名） 作用：手写签名代表信件的真实性和正式性，是商务信函的必要环节。 提示：如果是电子版邮件，可省略手写签名，直接用打字体姓名即可。 商务投诉信 范文拆解 Each part 5. typed/printed name（打印体姓名） 作用：清晰展示写信人的姓名，避免手写签名难以辨认，同时让信件更规范。 场景：在正式纸质信件中，手写签名下方必须附上打印体姓名。 开头（Introduce the purpose）： I am writing to complain about the... I purchased from your store. I have been a regular customer of your... and I am disappointed with... 商务投诉信 核心句型 描述问题（Describe the problem）： When I received the..., I found that... The... is faulty/damaged because... I was incorrectly charged for... on my receipt. 商务投诉信 核心句型 提出诉求（Make a request）： I would like to request a full refund. I hope you can replace the... with a new one. I expect you to take action to solve this problem as soon as possible. 商务投诉信 核心句型 结尾（Close politely）： Thank you for your attention to this matter. I look forward to your prompt reply. 商务投诉信 核心句型 仿写练习 场景选择 Choose one scenario below and write a complaint letter following the example. Company Reason for Letter 1. Lane’s Accessories The sunglasses you bought are falling apart after one month. 2. Vision Bookstore You were charged for two books instead of one. 3. Riverview Restaurant There was a bottle of drink charged that didn’t belong to you. 4. Produce World You were treated poorly by an employee. 5. (Your own idea) (Your own idea) 仿写练习 写作模板 To Whom It May Concern: I am writing to complain about the ____________________ I purchased from your store on _____________(date) . I have been a customer of your store for ____________________ (time) and I have always been satisfied with your products/services. However, the ____________________ I bought has a problem: ____________________ (describe the problem in detail). This has caused great inconvenience to me. I would like to request ____________________ (refund/replacement/apology). I hope you will take this matter seriously and solve it as soon as possible. Thank you for your attention. I look forward to your reply. Sincerely, ____________________ (Your Name) ____________________ (Date) 课堂小结 Review 知识回顾 一、词汇 annual  /ˈænjʊəl/  adj. 每年的，年度的 change  /tʃeɪndʒ/  n. 零钱 complain  /kəmˈpleɪn/  v. 抱怨，投诉 format  /ˈfɔ:mæt/  n. 格式 annual fee  年费 take...seriously  认真对待…… track down  查清楚，追踪到 Review 知识回顾 二、表达 1. 开头：I am writing to complain about... 2. 描述问题：When I received..., I found that... 3. 提出诉求：I would like to request a refund/replacement. 4. 结尾：I look forward to your prompt reply. Review 知识回顾 三、投诉信结构 1. Greeting（称谓）→ To Whom It May Concern: / Dear... 2. Body（正文）→ 说明身份→描述问题→提出诉求 3. Closing（结尾）→ Sincerely, / Yours faithfully, 4. Signature（署名）→ 手写签名 + 打印姓名 Homework 课后作业 背诵本课核心词汇和 5 个例句； 修改课堂上撰写的拓展投诉信，确保格式正确、表达流畅。 查找更多AI职教优质资源 点击 https://zhijiao.xkw.com/ Thanks $