Unit 11 Conflict and Compromise Topic Talk 课件-2025-2026学年高中英语北师大版（2019）选择性必修第四册

Conflict and Compromise Topic Talk Unit 11 备注：1）星星框内填Unit 1/2/3/…；2）横线上写单元的名称，如Festivals and Celebrations；3）横线下只写教材板块名称，如Reading and Thinking 1 1.To listen for specific information and understand phrases in context. 2.To write a short paragraph about useful ways to resolve conflicts between friends. Learning objectives Predict what might happen between the people in the picture? Lead-in ▪to keep silent ▪to talk to my friends ▪to make a phone call to apologise ▪to say sorry ▪to respond with more anger ▪to ask someone else for advice ▪to negotiate with him/her ▪to explain my idea again Do you sometimes come into conflict with your friends or family members? How do you resolve conflicts? Pre-listening Listen to Dialogue 1. Look at the picture, what is the figure doing? Complaining to the calling centre agent. How does a customer complain to an agent? Let’s listen for answers! Pre-listening 6 Task 1: Listen to the dialogue and then choose the best answer. 1. What’s the relationship between the two? A. Customer and service agent. B. Employer and employee. C. Bank manager and client. 2. What is the problem of the man? A. His account was closed. B. He lost his account member. C. There was some wrong with his account. 3. How did the customer feel at the end of the dialogue? A. Angry. B. Grateful. C. Upset. √ √ √ While-listening Listen to the dialogue and complete it by underlining the expressions you hear or fill in the blanks. 8 Finding the Cause how may I help you how can I help you what the problem is what I can do to help what is wrong Listen to the dialogue and complete it by underlining the expressions you hear or fill in the blanks. Text Builder Conflict and Compromise Agent: Good afternoon, __________? … Agent: Would you please tell me____________? 9 Compromising I can understand I do understand why you are upset I know how you feel I know how annoying it is a response is provided the issue is resolved a solution is given see what I can do check the problem ask someone for help be fine by this time tomorrow be okay in an hour Agent: Yes, sir, _____________. … Agent: Please give me your account number, sir, and I’ll inquire and make sure I do un__ as soon as possible. … Agent: Right. Would you please wait a few minutes? I will ______ check _________ and ___________. … Agent: Sorry for keeping you waiting… We detected an error in your account. I have reset your account. It’ll _______ ___________. 10 Apologising Agent: I quite understand how you feel, sir. I apologise for ___________. our part in it. the inconvenience wasting your time I know it’s not ___________.- Thank you. You have been most _________. your fault helpful Accepting an apology Task 3: Listen to the dialogue again and complete what the agent said. Finding the causes Agent: Good afternoon, _____________________? Agent: Would you please tell me___________________? Compromising Agent: Yes, sir, ____________________________________. Agent: Please give me your account number, sir, and I’ll inquire and make sure ______________________as soon as possible. Agent: Right. Would you please wait for a few minutes? I will —_____________________and __________________. Agent: Sorry for keeping you waiting ...I have reset your account. It’ll ______________________. Apologizing Agent: I quite understand how you feel, sir. I apologise for______________. how may I help you what is wrong I do understand why you are upset the issue is resolved see what I can do check the problem be okay in an hour our part in it What is the right procedure to resolve a conflict? Find the causes Make an apology for your part Make a compromise Think and Summarize In the finding the cause part, what could they say? What could the agent say? What could the customer say? How may I help you? How can I help you? Would you please tell me what the problem is? what I can do to help? what is wrong? There is no shipment information about the purchase I made. Your product broke in 3 days. You didn’t send the promised attached gift. I paid in full, but your accounts department didn’t note down my payment. I keep receiving marketing promotions, which I don’t need. ... Finding the Cause agent customer In the compromising part, what could the agent say? Yes, sir. I’ll inquire and make sure I can understand. I do understand why you are upset. I know how you feel. I know how annoying it is. a response is provided. the issue is resolved. a solution is given. It’ll Would you please wait for a few minutes? I will see what I can do. check the problem. ask someone for help. Sorry for keeping you waiting. I have... be fine by this time tomorrow. be okay in an hour. Compromising agent In the apologizing part, what could the agent say? In the accepting an apology part, what could the customer say? I apologize for our part in it. the inconvenience. wasting your time. Accepting an apology customer I know it’s not your fault. Thank you. You have been most helpful. Apologizing agent Make a short dialogue with a partner about resolving an issue between an unhappy customer and a service agent. Talk and Share 17 Listen to Dialogue 2. Before you listen, you can read the questions and predict what you will hear. Predict：What’s the dialogue about ? ———————————————————————————————————————— The dialogue is about Tim’s problem and suggestions offered by Mr. Smith. Pre-listening Task 1:Listen to the dialogue and then choose the best answer. 1. What is the problem with Tim? A. He can’t concentrate on his study. B. He is addicted to playing mobile games. C. He is ashamed to admit his mistake. 2. What does Mr. Smith think of Tim’s problem? A. Ashamed. B. Common. C. Guilty. 3. How many pieces of advice did Mr Smith give to Tim? Two B. One C. Three √ √ √ While-listening Tim, a high school student, has also come across one of the problems. He chose to ask his teacher for help. Listen to the first part of the dialogue. Answer the questions. 1. How does Tim ask Mr. Smith for help? What does he say? 2. How does Tim tell the problem? What does he say? 3. How does Mr. Smith comfort Tim? What does he say? 21 1. How does Tim ask Mr. Smith for help? “I’m somewhat annoyed with myself recently.” 2. How does Tim tell the problem? “I’m ashamed to admit that I really struggle with myself about playing computer games.” What is this part about? Asking for help. What is this part about? Telling the problem. 3. How does Mr. Smith comfort Tim? “That’s completely normal among teenagers, even among adults, and it’s perfectly understandable.” “To have the courage to acknowledge this is already a sign of maturity.” What is this part about? Comforting Tim. What are Mr. Smith’s suggestions? Listen to the rest of the dialogue and fill in the blanks. Mr. Smith’s suggestions Studying in 1. a library When at 5. hom___ 2. ____________ the library usually 3. _________ _____________________, which will help you 4. _____________________________. Ask your mom or dad to help 6. _______ you. When they aren’t home By 9. ________ yourself a goal, you will know what you have to 10. _____ by the end of the time. you need to adopt 7. __________ and 8. ___________. a library home This is because has good studying atmosphere concentrate on your work monitor self-control goal setting assigning finish 听力文本（T= Tim 　S=Mr Smith） T： Hello，Mr Smith. I’m somewhat annoyed with myself recently. I think I need some help. S： Hi，Tim! Come and sit down. I’d like to listen to your problem and see what I can do. T： I’m ashamed to admit that I really struggle with myself about playing mobile games. When I sit down to study，I often intend to start by playing mobile games for a few minutes and once I do so，I cannot stop. After a while，I notice the time passing quickly and this makes me feel guilty. But the next day，everything goes the same. It’s awful. S： That’s completely normal among teenagers，even among adults，and it’s perfectly understandable. So，don’t feel down. To have the courage to acknowledge this is already a sign of maturity. T： Thank you，but what can I do to stop it? S： Firstly，I would like to recommend studying in a library. This is because the library usually has good studying atmosphere，which will help you concentrate on your work. T： That’s a really good idea. Seeing other students working hard will encourage me to work hard，too. But I won’t always be able to study in the library，so what should I do when I’m at home? S： When you’re at home，you can ask your mum or dad to help monitor you and make sure that you are working for two hours after school every day. And I’m sure your parents would be happy to help you. T： Yes，I agree. But what should I do when they aren’t at home though? S： Good question! This is where you need to adopt self-control and goal setting. Set a clear goal for every studying period. By assigning yourself a goal，you will know what you have to finish by the end of the time. And when you want to pick up your phone，keep telling yourself to hold on for another ten minutes until finally you reach your goal. T： Thanks，Mr Smith. I think your advice is helpful. I’ll have a try. 25 What’s the most important thing when dealing with conflicts? Summarize and Think Conflict and compromise a customer & a calling center agent a student & a teacher compromise & give suggestions The point is to be sincere and offer understanding. 26 Use the language you have learnt to offer suggestions to resolve conflicts between the mother and the daughter. To the mother: When finding your daughter has been using mobile phone for a long time, you should calm down … To the daughter: When your mother is angry about you using mobile phone for a long time, you’d better … The softest things in the world overcome the hardest things in the world. Laozi, a Chinese philosopher of the Spring and Autumn period, the founder of Taoism and the author of the Daode Jing. 天下之至柔，驰骋天下之至坚。 Summarize and Think Only when all countries pursue the cause of common good, live in harmony, and engage in cooperation for mutual benefit will there be sustained prosperity and guaranteed security. —Report to the 20th National Congress of the Communist Party of China 只有各国相向而行、和睦相处、合作共赢，才能实现持久繁荣和安全保障。 ——中国共产党第二十次全国代表大会报告 People like to say that the conflict is between good and evil. The real conflict is between truth and lies. - Don Miguel Ruiz 人们总说善与恶是冲突的。但真正的冲突在真相与谎言之间。 —唐·米格尔·鲁伊斯 Peace cannot be kept by force; it can only be achieved through understanding. — Albert Einstein 和平不能靠武力来维持；只有通过理解才能实现。 ——阿尔伯特·爱因斯坦（德国物理学家、创立了狭义相对论、广义相对论等、获得1921年诺贝尔物理学奖） Use the language you have learnt to write a short paragraph about useful ways to resolve conflicts between friends. Then share it in groups. Homework 94982.68 138898.8 57651.234 81423.805 $