大学英语基础模块第2版第三册UNIT4终稿课件

1、 Unit 4Ill have to have my cell phone replaced 高等教育出版社 英语3（基础模块）Listening and speakingReading and writingLanguage in useUnit taskLead-inUNIT GoalsLearners should be able to Unit4 Ill have to have my cell phone replaced21Complain and deal with complaints12Read about a letter of complaints23Write a le

2、tter of complaints14Work out a memo on dealing with customers complaints.Lead-in Unit4 Ill have to have my cell phone replaced lead-inReading and writingLanguage in useUnit taskListening and speakingLead-in Unit4 Ill have to have my cell phone replacedReading and writingLanguage in useUnit taskListe

3、ning and speakingLook and match: Lead-in Unit4 Ill have to have my cell phone replacedReading and writingLanguage in useUnit taskListening and speakingListen and choose: What is wrong with the shirt?Its stained.b. There is a hole on it.It is the wrong size.It is the wrong color.How does the customer

4、 make a complain?Excuse me, there is something wrong with the shirt.Im sorry to bother you, but could you help me change this shirt?Id like to have this shirt replaced.Im afraid I will have to have this shirt replaced. Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading

5、 and writingLanguage in useUnit taskListening and speakinig Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskListen and complete: Tim went to the shop to _.Name of the customerTim Item watch alarmProblem Something wrong with the ala

6、rm Something wrong with the belt of the watch Other:_Time of Purchase this week last week other:_Solution replace refund other:_Customer signature _ Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskListen and tick: Unit4 Ill have to

7、 have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskListen , read and underline: Staff : Good morning! How can I help you, sir?Tim : Ill have to have my cell phone replaced. I bought this cell phone in your shop but there seems to be some problem with

8、the battery. Staff: Whats the problem? Tim: The power of the cell phone cannot last for a whole day. Staff: Are you sure you have made a full charge for your cell phone? Tim: Yes. Staff : When did you buy this cell phone? Tim: I bought it three days ago and its still under guarantee. Im very disappo

9、inted at its quality.Staff: Im so sorry for the inconvenience we have caused you. Would you please show me your receipt so that I can take down some details?Tim: OK. Here you are.Staff: Well get this cell phone exchanged for you in no time. Tim: Thank you. Unit4 Ill have to have my cell phone replac

10、edLead inListening and speakingReading and writingLanguage in useUnit taskLook and talk: A: Ill have to have this .B: What is the problem?A: I bought this in your shop but.B: . Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskAct an

11、d practice : You are a customer. The CD player you bought last week doesnt work very well. The radio didnt work and the CD stopped working too. You would like a refund.You are the staff of the shop. Make sure you understand the problem, check the receipt and agree to give the customer a refund. Unit

12、4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskEveryday English: Its not what you promised.这与你们承诺的不一致。How do you expect us to solve the problem?您希望如何解决呢？Can you provide.?您能提供.吗？Contact us again if you have any other problems.如再有问题请与我们

13、联系。 Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskReading and Writing Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskThe assembly line breaks down.Your goods a

14、re incorrectly produced.The customer complaints to you. Match and discuss( )( )( )What would you do in the following situations? Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskTasks: 1. Be bale to read a letter of complaints and f

15、ind out what the problem is. 2. Be able to write back to Mr. Thomas according to his complaint letter, using the language newly learned. Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskKey words and expressions:传单预期、认为减少、降低耽误、延期沟通、

16、交流不妥当地找出解决问题的办法生产线坏了，出故障签合同决定安排LeafletExpect ReduceDelayCommunicationincorrectlywork out a solutionassembly linebreak downsign a contractdecide onarrange for Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskDear Mr. Smith, I felt ve

17、ry sorry to read your letter of August 17 about the incorrectly produced leaflets. Since we have been partners for so long, I have already worked out a solution to this problem. Thomas R. SmithDrivers Co.3489 Green Ave.Olympia, WA 98502 Unit4 Ill have to have my cell phone replacedLead inListening a

18、nd speakingReading and writingLanguage in useUnit task First of all, I express my apology for the delayed production. The assembly line of our company broke down so that we couldnt finish it on time. As we have signed the contract, we will pay for your loss. Secondly, as for the incorrectly produced

19、 leaflets, I think there must have been a communication problem between us. We thought that you expected black and white leaflets. Were sorry for the mistake and well take all the incorrect leaflets back and produce full color copies for you immediately. Whats more, we will reduce the price by 10%.

20、Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit task You can decide on when and where to take the photos again. Our photographer will arrange for you to meet, wherever you want to. Sorry again for all the trouble. Hope there will be no

21、 more misunderstandings. Thank you for your patience.Sincerely,Richard Brown Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskRead and choose Making a complaint.Discussing a project with a business partner.Expressing gratitude.Deali

22、ng with customers complaint.What is the letter for? Section headerRead and completeProblemReasonSolutiondelay of productionincorrectly produced leafletsThe assembly line of thecompany broken down.Pay for Mr. Smiths loss.There was a communicationproblem. They thought Mr.Smith wanted black andWhite le

23、aflets. Unit4 Ill have to have my cell phone replacedTake the incorrectleaflets back and producethe full color leafletsimmediately. Reducethe price for Mr. Smith by10%. Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskRead and discu

24、ssWe were very disappointed to see the leaflets you produced for our company. We expected to get the leaflets on August 10, but you sent them to us on August 16. The color of the leaflets is not as beautiful as we agreed in the contract.We expected full color leaflets, but instead, we found black an

25、d white photos in the leaflets.The delay of 6 days has caused us a big loss.Lead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedDiscuss and writemark shower leave reduce signpay price solution take complaintrefund make work contract a

26、sktake a showerleave a marksign a contractask for a refundreduce the pricework out a solutionmake a complaintLead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedRead and completeJohn:Mr Green:John:Mr Green:John:decide on communication

27、 problem incorrectly produced reduce pay for your loss disappointed atHello. This is John speaking. Id like to talk to Mr Green.This is Green speaking. What can I do for you?Im afraid I have to say we are _ the products you sent to us yesterday.What is the problem?The products are _. We ordered 100

28、pink T-shirts this time, but you sent us 150 red ones.disappointed withincorrectly producedLead inListening and speakingReading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedRead and completedecide on communication problem incorrectly produced reduce pay for your l

29、oss disappointed atIm terribly sorry. I think there must be a _. Well take them back and _ the payment for you.Some customers have cancelled their order because of the delay of the product.Im sorry for that and according to the contract well _.Thats fine. Id like to know when I can get the T-shirts.

30、You can _ when we send you the T-shirts.Mr. Green:John:Mr Green:John:Mr. Green: communication problemreducepay for your lossdecide on Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskRead and underlineWords or Phrases in sequenceFir

31、st of allSecondly Whats moreDear Sir, We are writing to inform you that the cameras we ordered on July 13 arrived in unsatisfactory condition. After examination, we found that 5 cameras were badly damaged, obviously because of the poor packing. Therefore, we cannot sell them at the normal price and

32、suggest that you give us a 10% discount. If you cannot accept, Im afraid we shall have to return them for replacement. Hope you understand that we expect compensation for our damaged goods. Yours, Carl Thomas Unit4 Ill have to have my cell phone replacedRead and answer Read and answer Unit4 Ill have

33、 to have my cell phone replaced3. If you were the manager, what would you do to avoid such inconvenience to customers in the future?1. What had happened to the cameras by the time they reached the customers?2. If you were the manager, would you agree to give a discount to the customers? Why or why n

34、ot?The cameras were badly damaged. Yes, because the damage caused by poor packing brought inconvenience to the customers. We may set up some regulations to avoid such similar problems. Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit ta

35、sk Dear Mr. Thomas, I am very sorry to learn from your letter of August 15 that the cameras you ordered on July 13 were damaged during shipping. BB Bridge Ltd. 132 Riverside Road London, England _, I express my apology for the inconvenience we caused you. _, _ as you asked. _, _ to avoid future inco

36、nvenience to customers. We regret your need to write to us, and we guarantee the safe delivery of your orders in future. Yours, John Barrett first of all secondlyWe agreed to give you a 10% discountWhats more we have invited the consultant to give some suggestions first of all secondly whats moreRea

37、d and complete Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskSummaryHow to deal with customers complaint1. Find out what the problem is and the reason. 2. Apologize for the problem. 3. Try to fix the problem. Unit4 Ill have to ha

38、ve my cell phone replacedLead inListening and speaking language In use Reading and writingLanguage in useUnit task Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writingLanguage in useUnit taskSummary （二）Words or Phrases in sequenceWords or Phrases for reasonWo

39、rds or Phrases for purposefirst of allsecondly whats morebecausesinceasso that 1. Ill have to have my watch fixed because there is something wrong with the alarm. 2. Would you please show me your receipt so that I can take down some details? 3. Since we have been partners for so long, I have found a

40、 solution to this problem. 4. The assembly line of our company broke down so that we couldnt finish it on time. 5. As we have signed the contract, we will pay for your loss.Read and focus on the bold parts Unit4 Ill have to have my cell phone replaced 1. I attended an English course so that I could

41、improve my speaking. 2. He looked tired and sleepy because he stayed up very late last night. 3. Since you are free this afternoon, would you like to go with us? 4. Would you please show me your receipt so that I can take down some details. 5. As the bus is coming, lets hurry.Underline and group Uni

42、t4 Ill have to have my cell phone replacedWords or Phrases for PurposeWords or Phrases for ReasonSo thatbecausesinceas Read and combine Unit4 Ill have to have my cell phone replacedJane is very confident about getting this job.She has a lot of work experience.As she has a lot of work experience, Jan

43、e is very confident about getting the job.Everybody stayed under the tree. It was very hot last night.As it was very hot last night, everybody stayed under the tree. Read and combine Unit4 Ill have to have my cell phone replaced4. They all passed the exam. They would get the certificate.2. The boy c

44、ouldnt draw money from the ATM. He forgot the pin.3. Nobody wants to be his partner. He often delays his work.The boy couldnt draw money from the ATM because he forgot the pin. Since he often delays his work, nobody wants to be his partner.They all passed the exam so that they would get the certific

45、ate. Read and match Unit4 Ill have to have my cell phone replaced2134David could listen to his favorite music with his new MP4. There was something wrong with the MP4 he bought yesterday.she would have to go to the second floor to get a new one for David. She could make a record for the change. Read

46、 and complete Unit4 Ill have to have my cell phone replacedDavid could listen to his favorite music with his new MP4. There was something wrong with the MP4 he bought yesterday.She would have to go to the second floor to get a new one for David. She could make a record for the change. David went to

47、the bookstore today _ He told the staff the MP4 player did not work well and it had to be changed. The staff checked the MP4 player and asked him to show his receipt _ Then she asked David to wait for a moment _ several minutes later the staff came back and David got a new MP4 player. David was very

48、 happy_ because there was something wrong with the MP4 he bought yesterday. so that she could make a record of the change. as she could have to go to the second floor to get a new one for David. because he could listen to his favorite music with his new MP4. because since as so that Unit4 Ill have t

49、o have my cell phone replacedLead inListening and speakingLanguage in use Unit task Unit taskReading and writing Unit4 Ill have to have my cell phone replacedLead inListening and speakingLanguage in useUnit taskReading and writingTasks: Describe the pictures using linking words for purpose and reaso

50、n as well as the given phrases.2. Work out a memo on dealing with the complaint.3. Present your group memos in class.You are asked to work in groups of four and complete the following tasks: 123 Look and tell Unit4 Ill have to have my cell phone replacedLead inListening and speakingReading and writi

51、ngLanguage in useUnit task Unit4 Ill have to have my cell phone replacedLook and discussDiscuss the working procedure of dealing with customers complaint.Talk with the customer to find out what the problem is. Apologize for the problem. Try to fix the problem. Try to make up customers losses. Read a

52、nd tell Unit4 Ill have to have my cell phone replaced2. Linking words for purpose or reason: Because, since, as, so that1. Words and phrases: be disappointed to decide on expect under guarantee take down details ask for a refund pay for repair the product Look and tell Unit4 Ill have to have my cell phone replacedbe disappointed to decide on expect under guaranteetake down details ask for a refund pay for repair the product Look and tell Unit4 Ill have to have my cell phone replacedbe disappointed to decide on expect under guaranteetake down details