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1、授课日期2014 年 10 月 日第 周时数2课型L/S课 题Unit 4 If You Receive a Complaint教 学目 标知识目标：Ss can master new words and expressions about some complaints. 能力目标：Ss may respond to oral complaints情感目标：Ss can be improved their patience and the abilities of handling problems.教学重点Try to get to know the expressions of comp
2、laint教学难点Using the expressions correctly in dealing with complaints教学资源Textbook, teachers book, workbook, PPT, etc.教法与学法Task-teaching, Student-centered teaching学情分析（含更新、补充、删节内容）Some Ss can follow the teaching instructions and understand the meaning of the expressions and dialogue. But few of them ca
3、n use skillfully and act out the main process of dealing with a complaint.板 书设 计Unit 4 If You Receive a ComplaintListening and Speaking: Do You Have a Service Contract?Useful Expressions:Making a complaintAccepting a ComplaintDelaying a ComplaintRejecting a Complaint教后记 教学程序和教学内容（包括课外作业和板书设计）师生活动Ste
4、p 1. Warm-upAsk Ss: Do you often go shopping? If you have some problems with the articles that you bought, what do you do?Let Ss think about the questions and show their ideas.2. Let Ss look at the pictures on TB P50, and choose the correct picture for each problem. Tell Ss each problem means a comp
5、laint.3.Create short conversations about the problems listed above and role-play with your partner.Step 2. Listening and Speaking: Do You Have a Service Contract?1.Task 1. Listen to the conversation and circle what it is mainly about. Explain the meanings of each statement.2.Task 2. Listen again. Th
6、en underline the complaints in the conversation. Explain the expressions and sentences in the dialogue. Let Ss know how to do when accepting a complaint.3.Useful Expressions: Making a Complaint Accepting a Complaint Delaying a Complaint Rejecting a ComplaintStep 3.Drilling1.WB P33 Task 1. Judge the
7、sentences are complaints or responses to complaints. 2.TB Task 3. Respond to the following complaints.e.g. Complaint: The food service is very slow.Apology: Oh, Im very sorry.Action: Ill check your order with the chef.3.WB P33 Task 2.Choose the sentences to complete the dialogue.Step 4. PracticeTB T
8、ask 4.Complete the conversation and then role-play it.Work in pairs. Check the answers. T explain the dialogue and Ss read after T. Then ask some good Ss to act it out.Step 5. Expansion: Can I Refund This TV?TB Task 5. Match the words on the left with the Chinese meanings on the right. Let Ss read t
9、he words and expressions after T.Task 6. Listen to the conversation and circle the correct answer.Task 7. Listen again and tick true or false.Step 6.ConsolidationWB P34 Task 3 Listen to 5 dialogues and choose the best answers.WB Task 4 listen to a long conversation and choose the best answers.Step 7
10、. In UseTB Task 8. Suppose you are a shop assistant at a department store. When facing an angry customer, what should you do? Let Ss show their opinions and choose some reasonable methods on the blackboard.Task 9. Discuss with your partner how to cope with the situation below. A lady is complaining
11、about a newly bought coat she doesnt like.Task 10. Complete the conversation and then role-play it.Step 8. Homework1.Read the dialogue.2.Remember the expressions3.Prewiew: Reading New words and text.T asks, and Ss answer. T collects the answers. T explain the sentences about the pictures.T plays the
12、 recorder and Ss listen.T explains and Ss read together.S write answers, T explains and then Ss read.T explains and Ss act it out.Ss work in pairs.Ss read.T can give some hints andSs give a description.Ss read the answers.T explains the sentences and Ss work out.T checks the answers and Ss read.Ss a
13、ct in pairs.授课日期2014 年10 月 日第 周时数1课型Reading课 题Unit 4 Reading: Letter of Complaint 教 学目 标知识目标：Ss will learn the words and language points in this unit. Master the usages of some expression as well as the language points. 能力目标：Ss can read the text and understand the letter of complaint. 情感目标：Ss may ma
14、ster more ways of handling complaints. 教学重点Reading the text and get the main idea of it 教学难点The four stages of a complaint教学资源TB, WB, PPT, audio教法与学法Task-teaching, Student-centered teaching学情分析（含更新、补充、删节内容）Ss can read the text with the help of what theyve learned last time. Some of them may have dif
15、ficulties while reading some long and complex sentences. Offer help when necessary.板 书设 计 Unit 4 Letter of ComplaintAddress Writer Receiver DateFour stages of a complaint:BackgroundProblemsSolutionClosing教后记 教学程序和教学内容（包括课外作业和板书设计）师生活动Step 1. Lead-in First, give the Ss some questions for them to prep
16、are:1. Did you get any unpleasant service? 2. What did you do then?3. How many ways do you know to voice your complaints?Ss think about the questions above and they may have some discussions with their partners.Then get some Ss to share their answers with the whole class.Step 2. Skimming and scaning
17、The Ss are given 3 to 5 ms to read through the letter of complaint on page 56 of the textbook and try to answer the following questions:Whats the address of the writer of the letter?Whats the address of the receiver of the letter?When was the letter written?Who writes the letter?Who receives the let
18、ter?What does he/she complaint about?Step 3. Careful reading1. TB Task 2: Read the letter again and tick true or false.The Ss are given several ms to read the letter again and try to do the exercise by themselves.Then the whole class check the answers together.2. TB Task 4: A complaint usually inclu
19、des four stages: background, problems, solution, and closing. The Ss are divided into small groups of 3 4 to work outthe four stages of the letter on page 56.Step 4 SummaryThe Ss try to retell what the complaint letter is about in their own words. Step 5 Homework:1.Read the text after school2.Try to
20、 remember all the new words and expressionsSs read these questions and discuss their answers.Ss work out by themselves, and then check the answers.Ss read and do the exercise.Group workSs retell. 授课日期2014 年 月 日第 周时数2课型R/W课 题Unit 4 Letter of Complaint教 学目 标知识目标：Ss may master useful expressions in the
21、 letter and of possible responses to complaints 能力目标：Ss can handle customer complaints 情感目标：Ss may deal with customer complaints more patiently. 教学重点Reading comprehension, getting key information教学难点Tick out the key parts in a passage教学资源TB, WB, PPT, audio教法与学法Task teaching学情分析（含更新、补充、删节内容）Some Ss c
22、an follow the teacher in class while few may have difficulties.板 书设 计 Unit 4 Letter of ComplaintLanguage Points:with the intention ofmake up ones minde.g. He made up his mind to be a good salesperson.In such a situationEitherorcomply withe.g. She must be made to comply with the rules.教后记 教学程序和教学内容（包
23、括课外作业和板书设计）师生活动Step 1 RevisionGet the Ss to retell what the letter is about according to what has been learnt in the last period.Step 2 Careful reading1. Ask Ss to read the text carefully, pay special attention to the key points in the text. And they should learn the language points. a. with the int
24、ention of e.g. I went to the hospital yesterday with the intention of taking a physical examination. b. in order that(=so that) e.g. He came to the shop again in order that he can refund the watch that he bought last night. c. make up ones mind e.g. He made up his mind to be a good salesperson. d. c
25、omply with e.g. She must be made to comply with the rules. e. look into e.g. A working party has been set up to look into the problem.2. TB Task 3 Complete the sentences with the correct words and expressions from the box. Change the form if necessary.Ss are given several ms to do the exercise by th
26、emselves first and then the whole class check answers together.3. WB P35 EX2 Translate the phrases into Chinese.Its not difficult so the whole class may do it togetherquickly.Step 3. Post-reading practiceAfter the Ss learn the language points, they must try to masterhow to use them properly.WB P35 E
27、x1 Complete the sentences.Step 4 Intensive Study and practice1. Lead the class to go over the four stages of a complaint that have been learnt in the last period.2. T leads the class to read the sentences in Task 5 on page 58 of the TB and help them to understand the correct meaning of each one.Then
28、 they are required to do the matching work.The whole class check the answers together at last.Step 5 practice for consolidationWB Ex 5 on page 37Give the Ss several ms to read the letter and try to answers the four questions after it.Several Ss share their answers with the whole class and T corrects
29、 mistakes if any.(If possible) The Ss are required to finish Task 6 on page 59 of the textbook.Complete the adjustment letter for Mr. Watt.Before doing it, T should lead the class to learn the Tip for an adjustment letter on page 59 first.Step 6 Summary1. Get several Ss to tell the main parts of the
30、 letter of complaint.2. Ss try to retell the methods of dealing with complaints. Step 7 Homework:1.Read the text after school2.Remember all the new words and expressions3.Preview Real Life SkillsSs retell.Ss read;T explains and Ss take notes.Ss finish the exercises and check answers together.Ss do E
31、x and check answers.T and Ss read and try to understand.Ss do the Ex and check.Ss do the reading comprehension exercise.Do practice if possible.Ss retell.Ss review and finish the homework. 授课日期2014 年 月 日第 周时数1课型G/W课 题Unit 4 Real Life Skills教 学目 标知识目标：Ss may master useful expressions of possible resp
32、onses to complaints 能力目标：Ss can handle customer complaints 情感目标：Ss may deal with customer complaints more patiently. 教学重点Reading comprehension, getting key information教学难点Tick out the key parts in a passage教学资源TB, WB, PPT, audio教法与学法Task teaching学情分析（含更新、补充、删节内容）Some Ss can follow the teaching speed
33、 while others may have difficulties to understand.板 书设 计 Unit 4 Real Life SkillsPossibility:Apology: Im really sorry about the mistakes. I cant tell you how sorry I am.Excuse/Explanation: We have had problems with our computers.Offer to Improve the Situation: We will send you the right products righ
34、t away.教后记 教学程序和教学内容（包括课外作业和板书设计）师生活动Step 1.RevisionAbout the passage-Dictation of new words and expressions.-Main idea of the passage, retell the methods of handling complaints.Step 2.Real Life Skills1.TB Task1 Jay has got a fax on his office desk this morning. Read it and tick what is probably hap
35、pening.T explain some useful expressions in the fax.Possibility: Peter is complaining about his most recent order. He is unhappy because this is not the first time he has received products with mistakes. 2.TB Task2 The following are possible excuses and explanations Jay can provide to Peter. Decide
36、whether they are appropriate. T can create the real problems in after-selling service- how to deal with the complaint letters.Step 3 ConsolidationSs may develop their reading skills in the following training.WB Task4 P36 Complete the following passage.Step 4 Language in useSs may use the skills they
37、 have to try these tasks.TB Task3 Work in groups to brainstorm possible responses for Jay.Apology: Im really sorry about the mistakes. I cant tell you how sorry I am. I apologize for the error made by our company.Excuse/Explanation: We have had problems with our computer. This was caused by an unexp
38、ected malfunction.Offer to Improve the Situation: We will send you the right products right away. We have dispatched the new items. We assure you that this will not happen again.TB Task4 In addition to setting the complaint, Jay needs to fill out the Customer Complaint Record. Help him with the reco
39、rd. Let Ss read each item in the form, and T explain it, telling Ss all the meanings.Step 6 Practice for consolidationSs develop the reading abilities.WB P38 EXX6,7 Put the paragraphs into right orders and tell True or False.Step 7 Homework1.Read the passage2.WB P39 EX1,23.Preview Unit FiveSs should
40、 write down what the T asks them to dictate.For main idea, ask them to work in groups.T explains the fax and Ss work out.Divide Ss into 4 groups, and then discuss, reporting their answers and supporting.Ss work out and check the answers.Divide the class into three parts,and let them discuss each item.T gives some hints and Ss work out, then check it.Ss read and work out.
