（教案）投诉信写作-Unit4 Customer Service-《英语 基础模块3》（高教版第三版）【单元写作精讲】

课 题 《英语 基础模块3》（高教版第三版） Unit4 Customer Service 课 型 Writing 课 时 1 授课班级 授课时间 45mins 授课教师 教材分析 本节课选自高教版第三版中职英语基础模3 Unit 4 Customer Service 单元的 Reading & Writing 输出板块。本单元主题为客户服务，投诉信是单元核心输出写作任务，也是山东春季高考应用文高频考查书信体裁。 本节课依托配套 PPT 课件，完整遵循：导入 Leadin→词汇基础与拓展→Quick quiz 小测检测→短语积累→万能句型学习→Grammar Focus 语法重点→Common Mistakes 典型错题辨析→Four Key Points 写作四要素→填空式书信模板解析→当堂限时写作任务→写作四步骤指导→范文精讲点评→课堂小结→分层作业的完整教学链条。 教学要求学生掌握投诉信的规范书信格式，能够围绕网购商品故障问题完成一篇 80120 词的投诉信。投诉信写作要求学生客观陈述事实、描述商品问题、清晰提出合理诉求，语言礼貌克制，不能出现过激情绪化表达。本课既落实单元课本教学目标，同时对接山东春考书面表达评分标准，完成备考训练。 学情分析 授课对象为中职高二学生。学生在此之前已经学习过推荐信、建议信等书信类应用文，掌握英文书信的基础框架，能够读懂简单的书信文本，具备基础的简单句写作能力。 但是学生在写投诉信时普遍存在几类突出问题： 1. 词性混淆：complain动词与complaint名词混用；break动词和broken形容词分不清； 2. 时态混乱：描述过去购物行为不会使用一般过去时，描述商品现存故障误用过去时； 3. 要点缺失：只写商品坏了，没有写清楚购买背景，诉求模糊，没有提出退款、换货或者维修的明确要求； 4. 格式疏漏：称呼后面遗漏英文逗号，署名格式不规范； 5. 语言情绪化：书面投诉信口语化严重，出现过激抱怨语句。 本节课借助 PPT 情境图片、Quick quiz 当堂小测、典型错题改错练习、填空式书信模板搭建分层学习支架，兼顾基础薄弱学困生，同时给学优生留出拓展提升空间。 学习目标 1. 知识目标 ①掌握投诉信主题基础词汇与拓展词汇：complain, complaint, product, broken, quality, refund, repair, dissatisfied, disappointed等； ②掌握投诉信三大板块万能句型：开篇表明投诉目的、主体描述商品故障问题、结尾提出诉求并期待回复； ③掌握投诉信完整书信格式；分清complain / complaint，break / broken词性；理解一般过去时（描述购物）和一般现在时（描述现存故障）时态用法；牢记投诉信四大写作要素。 2. 能力目标 ①学生能够借助 PPT 提供的填空书信模板，独立完成一篇 80120 词的规范投诉信； ②能够识别并且改正投诉信高频词性错误、时态错误、格式错误； ③能够客观、礼貌陈述问题，清晰提出自己的合理诉求。 3. 核心素养目标 ①语言能力：熟练运用投诉类主题语言完成正式书面交际； ②文化意识：了解英文正式投诉书信的交际礼仪，即使表达不满也要保持语言礼貌客观； ③思维品质：学会梳理事件逻辑，先交代背景，再描述问题，最后提出诉求，培养逻辑表达； ④职业素养：联系未来职场客户服务场景，学会理性反馈问题。 学习重难点 教学重点：投诉信完整英文书信格式；投诉信万能功能句型；投诉信四大写作要素；客观描述问题，清晰提出诉求。 教学难点：区分complain(v.)/complaint(n.)；区分break(v.)/broken(adj.)；一般过去时与一般现在时的混合使用；写作时完整覆盖全部要点，语言正式礼貌，避免口语化、情绪化表达。 教学方法 情境教学法、任务型教学法、讲练结合法、纠错教学法、分层教学法 课前准备 PPT 课件（词汇表、句型库、写作模板、课堂练习题）、黑板 教学媒体 多媒体设备、PPT 课件 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.Show cartoon pictures about customer service on PPT. Put forward two discussion questions: Have you ever bought something online? Have you met broken products? 2.Organize 2minute pairwork. Let students talk about their bad shopping experience. Walk around the classroom, listen to students’ group discussion, invite 23 volunteers to share their simple experience in front of class. 3.Present the reallife task situation given by PPT: Amy bought a new watch online, but it doesn’t work. She needs to write a complaint letter to the online shop. 4.Ask the guiding question: Do you know how to write a formal complaint letter? Then introduce the definition of complaint letter. Explain the Shandong Spring College Entrance Examination scoring requirements for complaint letter writing clearly. 1.Observe the pictures, think and answer the teacher’s questions actively. 2.Work with partners, share their own shopping experience in pairwork. 3.Understand the real writing situation, know today’s writing task and springexam evaluation standards. 从学生熟悉的网购生活场景切入，激发学生学习兴趣；创设真实交际任务，让学生明白投诉信的使用场景；同时明确春考书信评分标准，让学生知道写作得分关键点。 Step2 Concept Explanation & Link to Exam 1.Explain what a complaint letter is according to PPT content. Emphasize the core writing purpose: State the problem → show your dissatisfaction → put forward your requirements. 2.Make comparison: tell students the difference between formal complaint letter and simple oral complaint. Remind students that written complaint letters should state facts objectively instead of using angry words. 3.Show “Link to Shandong Spring College Entrance Examination” slide. Introduce genre status, wordcount requirement 80120 words, scoring keys and common exam topics of complaint letter. 1.Listen carefully and take simple notes. Distinguish formal written complaint and oral complaint. 2.Be familiar with exam requirements and common test topics. 厘清投诉信文体概念，着重强调书面投诉 “客观陈述事实，拒绝情绪化” 这一写作原则；对接春考，帮助学生建立考试意识。 Step 3: Vocabulary Learning + Quick quiz 1.Display Basic Vocabulary slides and Advanced Vocabulary slides on PPT. Read each word and phrase aloud slowly, require students to read after the teacher word by word. 2.Explain key word differences: complain(v.) vs complaint(n.); break(v.) vs broken(adj.). Stress the partofspeech differences, this is the highfrequency test point. 3.Launch Quickquiz fillintheblank exercises on PPT. Call several students to give oral answers. After students answer, give timely feedback, analyze why each answer is correct, consolidate nounverb and adjectiveverb distinction. 1.Read words and phrases following the teacher, mark key and confusing words in notebooks. 2.Take part in oral quickquiz activity, give answers, listen to teacher’s analysis. 3.Memorize the rules of word forms 落实词汇教学，重点突破本节课的词性辨析难点；借助 Quick quiz 当堂检测，提前暴露学生容易犯的低级错误，为后续写作扫清词汇障碍。 Step 4: Useful Phrases & Sentencepattern Learning 1.Show Useful Phrases on PPT, divide phrases into two groups: phrases for describing problems; phrases for putting forward requirements. Lead students to read aloud, give simple Chinese explanation for each important collocation, such as make a complaint about, ask for a refund, look forward to your reply. 2.Display four groups of sentence patterns on PPT: Opening、Body1(describe problem)、Body2(put forward requirements)、Ending. Guide students to do oral imitation practice sentence by sentence. 3.Organize short oral practice: ask students to pick one sentence and make their own short sentence. 4.Move to Grammar Focus slide. Explain tense rules: Simple Past Tense for shopping experience; Simple Present Tense for present product faults. Remind students of polite writing tone. 5.Show Common Mistakes, guide students to find errors and read out corrected sentences together, sum up erroravoiding tips. 1.Read useful phrases, mark important fixed collocations in notebooks. 2.Imitate each functional sentence pattern, finish oral sentencemaking practice. 3.Study grammar tense rules. 4.Analyze wrongandcorrect examples, remember typical mistakes they should avoid in their own writing. 把完整投诉信拆解成功能短语和功能句型，降低写作难度；时态讲解解决学生时态混用问题；错题辨析提前规避写作高频失误，做到学完句型就预判错误 Step 5: Four Key Points & Template Analysis 1.Explain Four Key Points for complaint letter writing on PPT onebyone: ①Letter format 完整书信格式 ②Background & problem 事件背景与问题描述 ③Requirements 明确诉求 ④Polite ending 礼貌结尾 2.Show the fillinblanks letter template slide by slide on PPT. Analyze the function of each paragraph in detail. Stress the format rules of greeting (must add comma) and signature. Mark replaceable blank positions for students, tell students what information they should fill in each blank. 3.Go back to the question raised at the beginning of class, invite students to repeat what main parts a complaint letter includes. 1.Remember the four key writing points of complaint letter. 2.Understand the structure and logic of the template, mark replaceable blanks. 3.Review the main components of complaint letter. 搭建脚手架，填空模板降低学困生写作焦虑；四要素帮助学生拿到题目先梳理写作要点，防止写作文漏要点；回扣课堂导入设问，形成教学闭环。 Step 6: Inclass Writing Task & Peercheck & Modelessay Comments 1.Display the formal writing task and Chinese tips on PPT: You bought a watch online, but it doesn’t work. Write a complaint letter to the shop, 80120 words. 2.Demonstrate fourstep writing procedure shown on PPT: ①Judge writing style ②Extract four key points ③Fill information into template ④Check word form, tense and letter format. 3.Ask students to finish the complaint letter within limited time. Walk around the whole classroom constantly, give individual guidance for weak students, observe students’ common mistakes while writing. 4.When most students finish writing, organize peercheck between deskmates. Remind students to check four items: letter format; word forms of complaint / broken; tense; whether requirements are clear. 5.Display the complete model essay on PPT, comment its scoring highlights paragraph by paragraph, point out which sentences can be reused by students. 1.Complete the complaint letter independently with the support of fillin template. 2.Do peercheck with deskmate, find out mistakes in each other’s writing. 3.Compare their own composition with the model essay, find personal weaknesses and mark reusable good sentences. 实现输入之后当堂输出；同伴互评训练学生纠错能力；范文逐段讲评直观展示春考得分点，学生可以积累复用高分句型。 Step7 Summary & Homework 1.Review all core knowledge together with students following the Summary logic: key words & phrases; complaintletter sentence patterns; fourpoint writing structure; grammar and format reminders. 2.Assign hierarchical homework according to PPT requirement: basic homework for all students; advanced extended homework for top students, make homework requirements clear. 1.Review knowledge points learned in this lesson. 2.Write down homework clearly in exercisebook. 课堂简短复盘巩固本节课全部重点；分层作业适配不同层次学生，巩固投诉信写作技能。 精品资源学科网独家享有版权，侵权必究！ 学科网（北京）股份有限公司 $