教案unit4-If-you-receive-a-complaint.doc

TeacherTang XiaoyanClass1622SubjectEnglishTimeMay 3rd, 2018PlaceTitleUnit4 Listening & Speaking Period1 periodLearning GoalsKnowledge Goal:Students, as customers, will be able to use some expressions and sentences to describe some problems and make a complaint.Students, as customer servicers, will be able to use some expressions and sentences to deal with a complaint.Ability Goal:Students will practise their listening and speaking abilities.Moral Goal: Students will be able to deal with problems politely.The Key Points of LearningStudents will be able to remember the expressions and sentences about how to deal with a complaint.The Difficult Points of LearningHow to encourage students to deal with a complaint in real situations. Omitting or Supplementary Partsome related pictures and topicsAssignment1. Make a dialogue with your desk mate about the topic you havent prepared in class. 2. Finish the workbook.ReflectionBlackboard DesignUnit4 Listening and SpeakingTeaching ProcessContent of the CourseTeaching & Learning MethodsStep 1.Revision (approx. 5mins) Teacher chooses some students to have a dictation on the blackboard, while others should correct the words they write.Step 2. Warm-up (approx. 5mins)Show some pictures and discuss one question: Where did you go during the past holiday?Lead in the topic: too many people bad service unhappy make a complaintStep 3 Speaking (approx. 10mins)1. How to describe and solve the problems?Give 6 situations for students to talk.2. Show some important sentences patterns of making a complaint, accepting a complaint, delaying a complaint and rejecting a complaint.Step 4 Listening (approx.8mins)1. Listen and circle the main idea.2. Listen again. Fill in the blanks and translate some important sentences.Jim: Ive had a lot of trouble _ to you. Your call centre wouldnt _.Clerk: Im sorry. Weve been very busy this morning. Please _, and Ill see what I can do.Jim: Ok, well, were _with our B115 machine. It keeps_. It makes _, and then _.Clerk: It sounds as if _. Do you have _?Jim: Yes. Its still _. Were very unhappy about the way were _.Clerk: I completely understand and apologize. _. Ill get _ out to you immediately.3. Listen again and read the dialogue.Step 5 Practice (approx. 8mins)Show two topics for students to prepare and act.Topic 1: You and your friend are having dinner at a restaurant. Suddenly you found a hair in the pizza. Call the manager to make a complaintTopic 2: You bought an Ipad 2 months ago, but it cant work now. Its still under warranty. Go to the shop to make a complaintStep 6: Summary (approx. 3mins)1. shows a video2. Conclusion.As a customer, we should describe the problem clearly, make a complaint politely and discuss the solution properlyAs a clerk, we should make an apology politely, discuss the solution properly and take the action immediatelyStep 7 Homework (approx. 1min)1. Make a dialogue with your desk mate about the topic you havent prepared in class. 2.