2020-2021学年Unit 4 Customer Service优质教案设计

这是一份2020-2021学年Unit 4 Customer Service优质教案设计，共4页。教案主要包含了教材分析，学情分析，教学重难点分析，教学过程等内容，欢迎下载使用。
Unit 4 Customer Service教学设计（四） 第六课时 Culture Understanding & Group Work一、教材分析本节课整合了教材的Culture Understanding与Group Work板块。Culture Understanding板块介绍了世界不同国家的商务礼仪和文化差异，涉及对待时间和约定的不同态度，反映了不同的价值观、文化和思维方式，了解不同职场文化的同时，拓宽了学生的国际视野。Group work板块则是运用本单元所学完成真实任务，通过完成一份整理投诉信信息的报告，检验本单元所学相关词汇、短语、句型和语法。通过实践任务进一步提升学生职场语言沟通、思维差异感知、跨文化理解和自主学习目标达成情况。二、学情分析由于学生的生活经验所限，文化理解中的商务礼仪和文化差异是学生的知识背景缺陷，可以提前布置学生预习，为文化学习做好铺垫。Group Work活动课向来是中职英语课堂比较难于处理的课型。要上好活动课，就需要老师提前为本单元的活动设计更小的阶梯，做好充足的准备，帮助学生们扫除活动中可能出现的困难，精心设计学生们易于完成的活动任务，提升其自信心。一、教学目标After learning this lesson, students can通过本课的学习，学生能够1. read about business etiquette and culture in different countries by extensive reading, so as to broaden cultural vision; 通过泛读，阅读不同国家的商务礼仪和文化，拓宽文化视野；write a report about complaints from customers, and make recommendations to   respond to complaints；写一份整理投诉信息的报告，并提出回应投诉的建议；3. form good learning habits and improve their language learning and application ability through self-evaluation.通过自我评价，养成良好的学习习惯，提高语言学习和应用能力。四、教学重难点分析重点：了解不同国家的商务礼仪和文化，了解不同的价值观、文化和思维方式，进一步拓宽文化视野。难点：写一份整理投诉信息的报告，并提出回应投诉的建议。 五、教学过程During class：Step 1   Warming-upDiscuss and fill  学生提前查阅关于不同国家的商务礼仪和文化，并讨论出关键词，教师整理并呈现。（或者播放一段介绍不同国家商务礼仪的短视频，学生归纳关键词）What is the business etiquette in different countries?Americapolite; punctual; elegant; don’t get too close...Germanystrict; punctual; efficient; formal; don't cross talk or whisper ...Britainpay attention to clothes; polite; keep one’s words; don’t smoke...(设计意图：让学生课前查阅相关信息能帮助学生进一步了解不同国家的商务文化，为课堂进一步的学习做好充分准备。）Read and answer处理教材64页的Culture Understanding,可分三步：1）学生阅读文章，完成表格填写；CountryBusiness EtiquetteChinabe well prepared for business meetings; be on time for business activitiesTurkey have enough patience France act in a reserved manner; avoid sharing personal informationGermanygreatly value appointmentsthe Philippinesplace a high value on trust; make arrangements ahead of time2）学生阅读文章，理解不同地区的商务礼仪和文化，选出答案；3）教师点名检查，教师给予反馈；4）全班开展讨论下列三个问题，通过反思帮助学生形成良好的职业素养：       What qualities do you think are very important when doing business all overthe world?   What should we pay attention to when we do business with foreigners?   Do you think it important to do as Romans do?Step 2 Group workWarming up.     Suppose your company has received many complaints letters from customers, and now your manager asks you to write a report and put forward suggestions to solve the complaints.     全班讨论：What should be included in such a report?       (problems; requests of the customer; causes; suggested solutions.)处理教材Group work 活动1。学生阅读三份投诉信，并汇总记录投诉的主要问题。 Memo 1Memo 2 Memo 3Complaint123Problemsdelayed deliveryprice changed from128 yuan to 98 yuanthe screen of the mobile phone was brokenRequest of the customerpay for lossfill the price differencehave the phone exchangedCauses deliveryway of promotionviolent deliverySuggested solutions pay for the lossfill the price differencesend them a new one and give them a discount for future orders 处理教材Group work 活动2。小组合作，每组选择一个案例进行分析，汇总解决建议。     Dear manager,     We’ve read through the complaints. We think the main problem is our deliveryand act of promotion. So we are responsible for it since the customers complained about the delayed delivery and damage caused to the goods during the course of delivery, we think we should pay for their loss, for example, send them new ones or give them a discount for future orders. As for the price difference, we think we should fill it for the customers.These are our suggestions. Looking forward to your reply.Yours sincerely,________ 3. 小组活动，完成本组的报告，可以采用小组在班上口头的方式，或者张贴报告的方式在小组间互相阅读评价。（设计思路：本活动要求学生在掌握本单元所学的基础上，运用语言知识在具体的情境中完成仿真任务，学生阅读理解投诉信，整理记录信息，总结投诉来信的原因并提出解决方案，完成一份报告。通过实践任务进一步提升学生职场语言沟、思维差异感知、跨文化理解和自主学习的能力与素养。） Step 3 ConclusionSelf-assessment 1. 看词汇云，检查自己对本单元单词及词组等语言知识的掌握情况。 2. 借助五级检测表，学生根据本单元所学，填写表格对自己的表现进行评价。    （设计思路：学生借助词汇云，可以对照检测对本单元单词及词组等语言知识的掌握情况。找出存在的不足，强化自主学习意识，在进行自我评价、总结和反思的同时，根据自身特点制定学习计划，养成良好的学习习惯，促进语言学习与学习能力的可持续发展。） Step 4 Homework1. 各组完善自己小组投诉信息的报告，并发到班级群，投票选出优秀作品。2. 设计关于中西方商务礼仪和文化异同点的手抄报。