《国际商务英语函电》电子教案-Unit12

教案学年第学期课程《国际商务英语函电》计划学时48授课系别授课专业授课班级主讲教师教研室系（部）年月日教案/学年第学期课程计划学时授课系别授课专业授课班级主讲教师教研室系（部）年月日首页学习对象分析（根据不同单元教学内容，开课前进行简析）学期教学工作总结教案首页单元/章节名称Unit12Claims&Settlement学时2学期总课次授课时间第周，星期，第节学习目标Afterlearningthisunit,studentscan:Somebasicknowledgeaboutcomplaintsandclaims;thecausesofcomplaintsandclaims;Howtowritealettertocomplainandclaimfortheshortweight.Howtowriteareplylettertosettlethecomplaintandclaimfortheshortage.Howtowritealettertosettlecustomers’complaintsandclaims.教学重点1.Somebasicknowledgeaboutcomplaintsandclaims:2.Howtowritealettertocomplainandclaimfortheshortweight.教学难点教学反思授课内容及教学活动设计附注（教学方法、活动形式、辅助手段等）I.SituationalIntroduction李娜实习的那家公司最近接到了一些投诉信，她也全都阅读了，从中了解到投诉和处理投诉，索赔和理赔，也是公司业务中司空见惯的事。她就这方面的问题和困惑来请教于张经理。张经理给她讲解了投诉是如何发生的，发生了又该如何正确对待和妥善处理等等，要求她熟练地掌握常见的术语，以便更好地理解这方面的英语函电。II.BackgroundKnowledgeIdeally,itshouldnotbenecessarytocomplain,sinceinbusinesseverythingshouldbedonecarefully.Unfortunately,asinotherwalksoflife,thingsdonotworkoutaswellasthat.Errorsoccurandgoodsaremishandled;accidentshappenusuallybecauseofhasteandlackofsupervision.Thereisoftenashortageofstaff,somistakesareinevitableandcustomerscomplain.Complaintsmaybeofseveralkinds,andmayarisefromthedeliveryofwronggoods,damagedgoods,ortoomanyortoofewgoods.Eveniftherightarticlesaredeliveredinrightquantities,theymayarrivelaterthanexpected,thuscausingseveredifficultytothebuyerand,possibly,tohiscustomers.Thenthequalityofthegoodsmaybeunsatisfactory;perhapstheyarenotinconformitywiththesampleorthedescriptiononthebasisofwhichtheywereordered,ortheymaysimplybesecond-rateproducts.III.Impartingknowledge1.Ssdiscusswiththeirpartnersandanswerthefollowingquestionsaftergoingoverthedialogue2.TexplainsthekeyexpressionsinthedialogueandmakesurethatSscanunderstandthedialogue.3.TpreparessomeexerciseIV.PracticeSscancompletethetasksbydiscussingwiththeirpartner.ThelpcheckSs’answers.V.Keywordsandphrases.SscanreadthewordsandphrasesafterTandTcanselectsomeofthemforSstomemorize.VI.KnowledgeconsolidationSsfindouttheanswersbythemselvesandTcaninviteoneortwost