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1名称项目Unit4课时课时分配基础课IfYouReceiveaComplaint61,2Warming-up，listeningandspeaking3,4Reading课型New特点5,6Reallifeskills&writing授课班级地点5号楼教学目标能力（技能）目标知识目标素质目标1.ToimproveSs’abilityofgettinginformationthroughreading&listening.2.Toknowhowtomakeacomplaintandrespondtooralcomplaints.1.Tomasternewwordsandphrases;tofinishexercises.2.Togetthemainideaofthewholepassage.1.Knowsomewaystovoiceyourcomplaints.2.Sscanwriteanadjustmentletter.重点难点及解决方法Keypoints：togetthemainideaofthereadingpassage.全面理解阅读材料，了解售后服务的范围及种类。Difficultpoint：tousethepatternstoorderandtakeorder.听懂所听材料，并掌握常见的客户抱怨句型并关注对客户抱怨的回应。教学策略与方法结合学生专业特色，创设生动的工作情境，让学生在模拟的工作场景中学会做一名优秀的售后服务人员。教学资料及教学准备Exercisebookandstudents’booksTestpapersSomeexamplesentences板书设计UnitFourNewwordsandexpressions:languagepoints:教学后记本单元围绕售后服务过程中可能遇到的各种情况，结合学生专业特色，创设生动的工作情境，让学生通过阅读投诉信和电话投诉等方式，了解售后服务的范围及种类，并能够回应口头投诉，能够阅读各种投诉信，通过讨论各种投诉方式，确定如何处理顾客投诉。2教学过程教学程序与内容教师活动-导学生活动-演设计意图UnitFour第一课时(电话投诉)Warming-up&SpeakingAStepOne:warm-upT：Doyouhaveanyproblemsinyourdailylife?Pleasechoosethecorrectpictureforeachproblembelow.StepTwo:lead-inCreateshortconversationabouttheproblemslistedaboveandrole-playwithyourpartner.StepThree:listeningActivity1：extensivelisteningListentotheconversationandcirclewhatitismainlyabout.Activity2:intensivelisteningListenagain.Thenunderlinethecomplaintsintheconversation.Activity3:speakingRespondtothefollowingcomplaints.①Apology:Oh,I’mverysorry.Action:I’llcheckyourorderwiththechef.②Apology:Oh,I’mreallysorry.Action:I’lllettheworkercleanitimmediately.StepFour:role-playRespondtothefollowing信息匹配关注售后服务方面的日常用语、固定句型lookatthepicture&listentothetapelisten&underline完成对话填写后进行口语表达训练两人一组，呈现完整的对让学生掌握各种售后服务的英文表述。创设情境帮助学生进入到模拟情境中去。辨析对话中谈论的内容。让学生掌握常见的客户抱怨句型巩固上一活动中的客户抱怨句型并能在给定情境中正确运用。综合运用所3complaintsandhavearole-play.StepFive:summaryUsefulexpressionsaboutcomplaints.Makingacomplaint:I’mafraidIhavetomakeaseriouscomplaint.Acceptingacomplaint:Oh,I’msorryaboutthat.Delayingacomplaint:I’mafraidwecan’thelpyouatthemoment.Couldyouleaveyourphonenumberandaddress?Wewillcontractyousoon.Rejectingacomplaint:Well,I’mafraidthereisn’tmuchwecandoaboutit.StepSix:homeworkTrytorememberthenewwordsandexpressions.Notes:1,waitinline排队等候2.,breakdown发生故障e.g.Hiscarbrokedownonhiswaytothecompany.breakout战争爆发，（火灾）发生breaktherule/law/recorde.g.Whoeverbreakstheruleswillbepunished.3,annoyv恼怒，使生气e.g.beannoyedwithsb.for话在给定情境中正确地运用所学句型掌握重点单词用法，做好课后复习。学句型。巩固并总结重点句型的意思及其用法。及时掌握课堂所学知识。4sth./atsth.对某人为某事生气e.g.Theteacherwasannoyedwithhimforhisbeinglate.老师因为他的迟到而生他的气。4,havetrouble(in)doing做某事有困难havedifficulty(in)doinghaveahardtime(in)doinge.g.Nowadayscollegegraduateshadahardtimefindingjobs.5,soundv听起来作系动词讲时，后面跟形容词。类似用法的词还有：feeltastesmelllooktouchgetbecometurn等动词的用法：（1）后面跟形容词（2）无被动语态（3）常用一般现在时6,wish(1)用作复数时表示“祝愿；好意；预祝”等eg:Givemybestwishestoyou.(2)作名词还有“希望；愿望；志愿”等意思eg:Tellmeyourwish..(3)wish+that表示“愿望”而且从句动词要用虚拟语气。eg：IwishthatIweretenyearsyounger.（与现在情况相反）IwishthatIhadpassedtheexamyesterday.(与过去情况相反)7,keepdoing扫清听力材料中的词汇障碍，培养学生预测单词意思的能力，加强其对课文内容的理解。5keepsb.doingkeep/prevent/stopsb.fromdoing阻止某人做某事eg:Weshouldtakeactionstokeepwildanimalsfrombeingkilled.(from不可省)8,apologizetosb.fordoing因做某事向某人道歉makeanapologytosb.fordoing9,completely/fully/thoroughly/totally/entirely完全地彻底地UnitFour第二课时（退换货处理）Listening&SpeakingBB.CanIrefundthisTV?StepOne:revisionReviewsomeusefulexpressionsaboutcomplaints.StepTwo:listeningFirst-listening:askstudentstomatchthewordsontheleftwiththeChinesemeaningsontheright.Second-listening:listenagainandcirclethecorrectanswersAfter-listening:listenagainandtick(√)trueorfalse.StepThree:speakingSupposeyouashopassistantatadepartmentstore.Whenfacinganangrycustomer,whatshouldyoudo?StepFour:discussionsDiscusswithyourpartnerreciting信息匹配listening根据上一活动呈现的关键信息进行分组讨论discussion及时复习，查漏补缺。呈现对话中出现的重要短语，为下一个活动做准备。训练学生推理信息的能力。巩固学生前面所学到的知识，熟悉自己的工作内容与要求。将所学运用6howtocopewiththesituationbelow.Aladyiscomplainingaboutanewlyboughtcoatshedoesn’tlike.StepFive:role-playCompletetheconversationandthenrole-playitwithyourpartner.StepSix:summary&homework1.Newwords2.UsefulexpressionsNotes:1,exchangev.交换exchangeAforB把A换成Beg:Hewentbacktothestoreandexchangedthatshirtforablueone.2,needdoing=needtobedone需要做某事（主动表被动）needtodo需要做某事（主动）meettheneedsofsb.满足某人的需要thereisnoneedforsb.todo某人没有必要做某事3,costv.花费（主语是物）eg：Thecomputercostme5000yuan.4,Ittakessb.sometime(money)todosth.做某事花了某人多少时间(金表演对话，并注意职场中语言和肢体语言的礼仪规范。Findoutthekeywordsandthedifficultones,tryingtomakeapredictioninthecontext.到工作场景中去。在模拟真实的情境中完成售后服务，并能进行熟练交流。7钱)eg:Ittookmetwohourstofinishthetaskyesterday.5,paymoneyforsth.支付eg:Ipaid5000yuanforthecomputer.Iboughtthecomputerfor5000yuan.Ispent5000yuanonthecomputer.6,beusedas用作beusedtodo被用来……beusedtodoing习惯于做某谁usedtodo过去常常做某事thereusedtobeeg:Thereusedtobeariverhere.Theyusedtoplayfootballtogether,usedn’tthey(didn’tthey)?7，besatisfiedwitheg:Heisneversatisfiedwithwhathegot.8，copewith处理；对付类似的短语：dealwith/dowith注意搭配：whattodowithhowtodealwith/copewithPractice&trytorememberthekeypoints.扫清听力障碍，训练学生对文中具体信息的理解和捕捉能力。Reading:LetterofComplaintStep1:lead-inHowmanywaysdoyouknowtovoiceyourcomplaints?Whataret