Unit 4 If you receive a complaint Reading.doc

课题序号授课班级周次授课课时2授课形式New lesson授课章节名称Unit 4 If you receive a complaintReading and exercise使用教具/教学目的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.教学重点 To understand the main idea of the text教学难点How to help students to finish some related exercises更新、补充、删节内容/课外作业Ex.1、2. P58-59教学后记江阴市南华中等专业学校 教 案授课主要内容和板书设计 Unit 4 If you receive a complaintLanguage points:1. with the intention of “意图，打算”by intention 故意without intention 无意中，不是故意的the intention of a clause 条款的意旨With the best of intentions 好心好意，出于一片好心2. make up ones mind 下决心，做出决定 e.g. He made up his mind to be a good salesperson. 他下定决心要成为一名优秀的销售人员。3. under such a situation 在这样的情况下 Under such a situation, youd better apologize to the customer. 4. either.or 或者或者；不是就是，表示两者之一，连接句子中两个并列的成分。 When the girl is happy, she either sings or dances. Eitheror连接两个主语时， 其谓语动词应与最近的一个主语在人称和数上保持一致，这就是我们通常说的“就近原则”。5. comply with 服从，遵守 She must be made to comply with the rules.6. look into 调查 A working party has been set up to look into the problem. 已成立工作组调查该问题。课 堂 教 学 安 排教学过程主 要 教 学 内 容 及 步 骤师生活动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 “意图，打算”by intention 故意without intention 无意中，不是故意的the intention of a clause 条款的意旨With the best of intentions 好心好意，出于一片好心 make up ones mind 下决心，做出决定under such a situation 在这样的情况下 eitheror 或者或者；不是就是comply with 服从，遵守look into 调查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