中职英语Unit 4 Customer Service优质课教案

课  题

Unit 4 Customer Service

( Listening and speaking)

课  型

Listening and speaking

课  时

2

授课班级

授课时间

90mins

授课教师

教材分析

本课教学内容选自高等教育出版社出版的“十四五”职业教育国家规划教材，《英语3 基础模块》中第四单元的热身（Warming Up）和听说（Listening and Speaking）板块，本单元主题是售后服务，听说板块的语料分别是手机维修和运动手表退换的服务场景对话，要求学生能在听说的过程中提取双方的问题和态度，能以顾客的身份表达需求，以服务者的身份处理投诉，培养职场语言沟通能力,思维差异感知能力，提升职业素养。

学情分析

学生基本掌握购物时顾客与服务员常用的一些语言，但还不熟悉关于售后服务的表达，不明确如何表达顾客自己的需求，不会以服务者的身份处理投诉，对语境中如何礼貌而有效的实现投诉和处理投诉，也缺乏相应的语言储备和迁移能力，但是思维活跃，服务意识强，喜欢在“真实的情景中”进行语言学习。教师应采取由浅入深的教学策略，先为学生扫除词汇障碍，然后积攒语言的输入，再由模仿到角色扮演练习，最终实现语言的输出。培养职场语言沟通能力，体现诚信和顾客至上的服务态度，同时坚守按照工作程序办事的职业原则。

学习目标

Knowledge objectives:

To learn words and phrases about complaint:complaint,apology,refund,blank screen,even if,charge,inconvenience ,receipt,under guarantee,patience.

To be able to use these sentences skillfully:The dish is too.../It is the wrong.../There is something wrong with .../I’d like to have...repaired./Excuse me, I’d like to make a complaint./I’m sorry for the inconvenience caused./Thanks for your patience.

Ability objectives:

To be able to make a complaint and deal with the complaint in different situations.

To improve listening skills.

Emotional objectives:

To develop a sense of service and adhere to professional principles.

To recognize the value of honesty in doing business.

学习重难点

To be able to make a complaint and deal with the complaint in different situations.

To master the expressions about how to make and deal with a complaint.

教学方法

小组讨论法、任务教学法、情境教学法

课前准备

PPT课件，语音素材，图片

教学媒体

PPT课件、多媒体设备、语音素材、拓展资源包等

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. Ask and answer:What after-sale problems have you had in your life?

Wrong delivery, damaged items,package delay, packet loss, quality problem, price change,wrong colors, return and exchange ...

2. Play a video to find out what after-sale problems the lady has.

The couch was not built the same.

There are scratches and stains on the dining table.

The carpet was wrong color.

Replace all the damaged items and the wrong carpet. /Have a discount.

1.Brainstorm their experiences about after-sale problems.

2.Find more after-sale problems in life.

激活词汇储备，学生说出售后常见问题的英文表达，教师提供图片和模拟情景作为提示，以激活学生思维，为后续的听说活动做准备。

Step 2:

Warming up

1.   Look and match.

1)     Present the pictures and ask “What happened in the pictures?”

2)     Read the sentences and match them with the right pictures.

2.   Think and tick.

1）Read the sentences and tick those which are used to make a complaint.

2）Summarize the expressions about the after-sale problems and making a complaint.

1.Talk about the pictures and match them with the right picture.

2.Tick the complaint sentences and summarize the useful expressions.

激活学生关于常见售后问题的词汇储备，并在有句型提示的情况下，熟悉相关表达，为下一环节的听力活动做语言储备。

Step 3:

Listening

1.   Listen and choose.

Before playing the listening, ask students to read the options and know the key information of each option,then listen to get the reason why Tim went to the service center.

2.   Listen and tick.

Read the maintenance record sheet. Then play the listening to tick and record the information about the problems of the phone.

3.   Listen and complete.

Before listening, let students read the text and know what they should get while listening .Then play the listening to get the key words to fill in the blanks and check their answers.

4.   Show the dialogue.

Repeat the script together.

1.   Know what they should grasp after learn the key words of each option and listen to get the purpose,

then finish the task.

2.   Pay attention to the key words and listen to the dialogue to tick the right options.

3.Read the passage and know what they should get while listening.Grasp the missing words to finish the task and know the dialogue more.

4.Read the script to check if they get the right information and write the words correctly.

训练学生利用已知信息预测听力内容，并对听力材料做信息记录，提炼重点信息。

运用听前策略，读懂记录单里的已有信息，注意信息之间的微小差别，有针对性的听，提高学生把握对话内容的细节并记录的能力。

学生根据已有的信息（在听的过程中获取和归纳关键信息），并能以第三人称的角度完成信息转述，培养职场语言沟通能力与逻辑表达能力。

对照检查任务，视觉加深印像。

Step 4:

Dialogue learning

1.   Listen、read and underline.

Listen to the recording. Read the dialogue after the recording to underline the sentences. Then check the answers.

2.   Language points analysis.

Analyze the important words and phrases of the dialogue:refund,blank screen,even if,charge,

Inconvenience ,receipt,under guarantee,patience.

1.Read it to underline the sentences which express pros and cons.

2.Understand the important language points and take notes.

通过听录音,跟读和完成任务。找出有关投诉及回应的语句。

分析重点词汇和表达，使学生掌握投诉及回应的相关词汇和表达。夯实重点，为之后的口语输出做准备。

Step 5:

Speaking

1.Imitate and talk.

1)Read the given dialogue model and the two after-sale problems to practise dialogue with partners. Know how to make a complaint and deal with it politely.

2)Make own dialogue and think of the way of communication between westerners,then act it out in front of the class.

3)Teacher gives some advice and corrects mistakes.

2.Role play.

1) Read the information and situation.

2)Make own dialogue using the information above,then act it out in front of the class.

3）Teacher gives some advice and corrects mistakes.

1)Read the information together and prepare for the dialogue.

2）Make dialogue with partners and show it in front of the class.

3）Accept the advice and get a better one.

Make up a new dialogue to serve a customer’s complaint.Then practice it with partners.

通过替换关键词模仿练习和角色扮演，使学生掌握关于投诉和处理投诉的基础语言表达。再将语言知识和口语表达技能迁移到实际的语境中，培养学生职场语言沟通能力，明白服务人员要有诚信和顾客至上的服务态度，同时要遵守工作程序办事的职业原则；通过对话场景和人物角色的设定，培养思维差异感知能力，提升职业素养。

Step 6:

Summary

1.   complaint  n.投诉；抱怨

E.g:I have a complaint to make. The bill you sent me was incorrect. What's more, it isn't the first time.

我要投诉。你们寄给我的帐单错了。况且，这也不是第一次了。

2.   apology  n.道歉；认错

E.g:Jones' lawyers are seeking an unreserved apology from the newspaper.琼斯的律师要求报纸无条件道歉。

3.   refund  vt.退还；归还

E.g:Dissatisfied customers can return the product for a full refund.顾客如不满意，可以全额退款。

4.   blank screen 空白屏幕

E.g:Pete stared gloomily at the blank screen .皮特心情沉重地盯着空白屏幕。

5.   even if 即使

E.g:Even if you won't tell me , I'll know anyway .你就不说，我也会知道。

6.   charge  vi.收费；充电

E.g:I charge twenty dollars an hour plus out-of-pocket expenses.我一小时收取二十美元，还有一些实付费用。

7.   inconvenience  n.不方便；麻烦

E.g: He promised to be very quick so as not to inconvenience them any further.他保证会非常快，以免给他们带来更多的不便。

8.   receipt   n.收据；发票

E.g: I wrote her a receipt for the money.我收到钱后给她写了一张收据。

9.   under guarantee 在保修期内

E.g:The car is less than a year old, and therefore still under guarantee.这辆汽车少于一年，因此仍在保证之内。

10. patience n.耐心；耐性

E.g:He hasn't got much patience.他没有多少耐心。

Step 7:

Homework

1.   Remember the useful words and expressions in the period.
2.   Make a video about complaint in actual situation.

板书设计

教学反思

（留白）