Unit 4 If you receive a complaint Reading.doc

課題序號(hào)授課班級(jí)周次授課課時(shí)2授課形式New lesson授課章節(jié)名稱Unit 4 If you receive a complaintReading and exercise使用教具/教學(xué)目的1. Ss will be able to understand the main idea of the text.2. Ss will be able to improve their reading ability.3. Ss will be able to learn to handle customer complaints.教學(xué)重點(diǎn) To understand the main idea of the text教學(xué)難點(diǎn)How to help students to finish some related exercises更新、補(bǔ)充、刪節(jié)內(nèi)容/課外作業(yè)Ex.1、2. P58-59教學(xué)后記江陰市南華中等專業(yè)學(xué)校 教 案授課主要內(nèi)容和板書(shū)設(shè)計(jì) Unit 4 If you receive a complaintLanguage points:1. with the intention of “意圖，打算”by intention 故意without intention 無(wú)意中，不是故意的the intention of a clause 條款的意旨With the best of intentions 好心好意，出于一片好心2. make up ones mind 下決心，做出決定 e.g. He made up his mind to be a good salesperson. 他下定決心要成為一名優(yōu)秀的銷售人員。3. under such a situation 在這樣的情況下 Under such a situation, youd better apologize to the customer. 4. either.or 或者或者；不是就是，表示兩者之一，連接句子中兩個(gè)并列的成分。 When the girl is happy, she either sings or dances. Eitheror連接兩個(gè)主語(yǔ)時(shí)， 其謂語(yǔ)動(dòng)詞應(yīng)與最近的一個(gè)主語(yǔ)在人稱和數(shù)上保持一致，這就是我們通常說(shuō)的“就近原則”。5. comply with 服從，遵守 She must be made to comply with the rules.6. look into 調(diào)查 A working party has been set up to look into the problem. 已成立工作組調(diào)查該問(wèn)題。課 堂 教 學(xué) 安 排教學(xué)過(guò)程主 要 教 學(xué) 內(nèi) 容 及 步 驟師生活動(dòng)Revision(8 mins)Review some words and expressions in the last lesson.T: AskS: AnswerLead-in(11 mins)Free Talk:Have you ever received bad service? How do you deal with it? How many ways do you know to voice your complaints? What are they?T: AskS: AnswerReading(45mins)1) Ask students to read the letter by themselves and then tick true or false.2) Read the letter again and then try to complete the sentences with the correct words and expressions from the box. Change the form if necessary.3) A complaint usually includes four stages: background, problems, solution, and closing.Background:Yesterday at about ten oclock in the morning, my husband and I, and a lady friend of ours to buy some souvenirs.Problems:The assistant acted in a impolite manner.Solution:We wish you look into this unsatisfactory state of affairs and take steps to prevent a similar recurrence of such offensive behavior in future.Closing:I look forward to your response.4) Go through the text in details with the intention of “意圖，打算”by intention 故意without intention 無(wú)意中，不是故意的the intention of a clause 條款的意旨With the best of intentions 好心好意，出于一片好心 make up ones mind 下決心，做出決定under such a situation 在這樣的情況下 eitheror 或者或者；不是就是comply with 服從，遵守look into 調(diào)查T: GuideS: ReadT: GuideS: Tick and circleT: ExplainS: ListenIntegrated Skills(15 mins)1) Complete the sentences with the correct words and expressions from the box. Change the form if necessary.2) Mr. Watt, manager of an online book service, is replying to a complaint letter. He has put down some sentences as shown in the right column. Match the sentences with their functions listed in the left.3) Now complete the adjustment letter for Mr. Watt.Tip:An adjustment letter is a response to a written complaint. It usually includes four major stages:1. acknowledging receipt of a complaint letter2. accepting/rejecting a complaint3. proposal to settle the difficulty4. a concluding paragraph aiming at retaining the goodwill of the customerT: AskS: Read, think and discussConclusion(10 mins)1) Review what we lear