荷塘春绿-植物

1、教学设计教学设计41235u 专业名称：通信运营与管理专业名称：通信运营与管理 岗位名称：话务员、呼叫服务员、客服代表、电话营销人员、坐席代表等；岗位名称：话务员、呼叫服务员、客服代表、电话营销人员、坐席代表等；u 培养目标：培养目标：具有较高的文化素质和职业道德等综合素质，能运用电话或计算机互联网络等通具有较高的文化素质和职业道德等综合素质，能运用电话或计算机互联网络等通讯方式，专门受理、解决客户诉求、分析统计客户信息、回访或开发新客户的初讯方式，专门受理、解决客户诉求、分析统计客户信息、回访或开发新客户的初级客户信息服务人员。级客户信息服务人员。v 主要工作主要工作：v （1 1）受理客户

2、通过电话、计算机互联网络提出的诉求，或主动向客户传递相关）受理客户通过电话、计算机互联网络提出的诉求，或主动向客户传递相关信息、销售产品或服务；信息、销售产品或服务；v （2 2）通过呼叫中心存储的相关业务信息或依托相关服务系统解决客户提出的诉）通过呼叫中心存储的相关业务信息或依托相关服务系统解决客户提出的诉求；求；v （3 3）对受理的各类客户信息进行汇总、统计和分析，为上级或相关部门决策提）对受理的各类客户信息进行汇总、统计和分析，为上级或相关部门决策提供依据。供依据。文化课：语文、数学、外语、文化课：语文、数学、外语、 体育、德育、体育、德育、 地理地理 ；专业课：北京旅游地理、商务礼仪

3、、公共专业课：北京旅游地理、商务礼仪、公共关系、发音及普通话训练、呼叫基础、计关系、发音及普通话训练、呼叫基础、计算机办公软件、文字录入、电话礼仪接待、算机办公软件、文字录入、电话礼仪接待、网络基础、网络基础、 职业指导、客户服务、电话礼职业指导、客户服务、电话礼仪接待仪接待、 语文课属公共基础课程。目前使用教材为高等教育出版社语文课属公共基础课程。目前使用教材为高等教育出版社的职业教育教材的职业教育教材语文语文（基础模块）上、下两册。课时数为（基础模块）上、下两册。课时数为每周每周3 3课时。基础模块是各专业学生必修的基础性内容和应该课时。基础模块是各专业学生必修的基础性内容和应该达到的基本

4、要求，教学时数为达到的基本要求，教学时数为160180160180学时。学时。 “ “ 语文是最重要的交际工具，是人类文化的重要组成部语文是最重要的交际工具，是人类文化的重要组成部分。工具性与人文性的统一，是语文课程的基本特点。语文课分。工具性与人文性的统一，是语文课程的基本特点。语文课程是中等职业学校学生必修的一门公共基础课。本课程的任务程是中等职业学校学生必修的一门公共基础课。本课程的任务是：指导学生正确理解与运用祖国的语言文字，注重基本技能是：指导学生正确理解与运用祖国的语言文字，注重基本技能的训练和思维发展，加强语文实践，培养语文的应用能力，为的训练和思维发展，加强语文实践，培养语文的

5、应用能力，为综合职业能力的形成，以及继续学习奠定基础；提高学生的思综合职业能力的形成，以及继续学习奠定基础；提高学生的思想道德修养和科学文化素养，弘扬民族优秀文化和吸收人类进想道德修养和科学文化素养，弘扬民族优秀文化和吸收人类进步文化，为培养高素质劳动者服务。步文化，为培养高素质劳动者服务。”语文教学大纲语文教学大纲 与此相联系的课程：与此相联系的课程：德育、发音及普通话训练、客户服务、德育、发音及普通话训练、客户服务、电话礼仪接待电话礼仪接待语文课程体现在通信专业学习的作用是语文课程体现在通信专业学习的作用是通过对文学作品的阅读学习培养学生情感态度价值观的形成；通过对文学作品的阅读学习培养学

6、生情感态度价值观的形成；通过对口语和书面语言应用能力的培养，促进相关专业语言技通过对口语和书面语言应用能力的培养，促进相关专业语言技能的提高；能的提高；语文课程对应的岗位能力有：语文课程对应的岗位能力有：指导学生学习必需的语文基础知识，掌握日常生活和职业岗位需要的现代文阅读能力、写作能力、口语交际能力，具有初步的文学作品欣赏能力和浅易文言文阅读能力。指导学生掌握基本的语文学习方法，养成自学和运用语文的良好习惯。引导学生重视语言的积累和感悟，接受优秀文化的熏陶，提高思想品德修养和审美情趣，形成良好的个性、健全的人格，促进职业生涯的发展。总体教学目标总体教学目标教学内容教学内容1.阅读与欣赏正确认

7、读并书写3500个常用汉字。能使用常用汉语工具书查阅字音、字形、字义，正确区分常用的同音字、形近字。能用普通话朗读课文。阅读各种优秀作品，体会其丰富内涵,加深和拓宽对自然、社会、人生等问题的思考和认识。能了解散文、诗歌、小说、戏剧等文学形式的特点。能利用网络等搜集、筛选和提取有用的信息。诵读教材中的古代诗文，大体理解内容，背诵或默写其中的名句、名段、名篇。激发学习古代诗文的兴趣，增强热爱中华民族传统文化的思想感情。掌握精读、略读、浏览等阅读方式。教学内容教学内容2.表达与交流（1）口语交际Your TextYour TextYour TextYour TextClick to edit tit

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