汨罗市职业中专学校教学方案设计（首页）教学内容Book3 Unit4 I’ll have tohave my watch replacedReading andwriting(PPT16-28)课型学时节次授课班级授课日期出勤情况纪律情况教学目的知识与技能过程与方法情感态度价值观语言技能目标：听—能够顾客投诉时描述的问题和对问题处理的需求。
说—能够使用典型的句子等描述问题并寻求解决方法。
读—能读懂投诉及处理投诉的信件，能从信件中提取对问题的解决办法。
写—能回复顾客的投诉信学生能在学习中发现问题和解决问题1、小组合作法2、情景教学法3、游戏教学法4、探索发现法文化意识：掌握在工作中遇到投诉时的合理处理方式。
情感态度：学生具备初步的服务意识，能够以专业的方法对待顾客投诉。
教学重点能够听懂顾客投诉时描述的问题和对问题处理的需求。
能够使用正确的句子等描述问题并寻求解决方法教学难点能理解because，since，as，for引导从句和so that 引导从句在句子中不同作用。
能使用because，since，as，for，so that 表达原因和结果教学资源多媒体教学后记Step 1 Review1.请学生在默写上节课所学习的单词。
2.请几组学生表演Activity 6的对话3.检查学生完成Activity 8的练习作业。
Step 2 Lead—inEveryday EnglishIt’s 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联系。
Activity 9 Discuss and answer.小组讨论，回答以下问题。
What would you do in the following situations?1）Your goods are incorrectly produced.2）The assembly line breaks down.3）The customer complains to you.Step 3 PresentationActivity 10 Read and choose.阅读信件，选择其主题。
What is the letter for?1）Making a complaint.2）Discussing a project with a business partner.3）Expressing gratitude.4）Dealing with cust omer’s complaint.Activity 11 Read and complete 再读信件，完成下表。
Problem Reason SolutionDelay of productionIncorrectly producedleafletsActivity 12 Read and discuss.与同伴讨论，再读信件，根据其内容推测Mr Smith 的来信内容。
1）We were very disappointed to see the leaflets you produced for our company. （）2）We expected to get the leaflets on August 10, but you sent them to us on August 16. （）3）The color of the leaflets is not as beautiful as we agreed inthe contract. （）4）We expected full color leaflets, but instead, we found black and white photos in the leaflets. （）5）The delay of 6 days has caused us a big loss. （）Step 4 practice and consolidationActivity 13 Read and answer 阅读下面的投诉信并回答问题。
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 not?____________________________________________________ 3)If you were the manager, what would you do to avoid such inconvenience to customers in the future?___________________________________________________ Activity 14 Read and complete 用框中词语组织活动13中的信息，完成Mr Thomas 的回信。
First of all secondly what’s moreBB Bridge Ltd.132 Riverside RoadLondon, EnglandDear 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.__________, I express my apology for the inconvenience we caused you. ________, _____________________________ as you asked. We ___________________________________to avoid future inconvenience to customers.We regret your need to write to us, and we guarantee the safe delivery of your orders in future.Yours,John BarrettStep 5 Homework1.能默写Everyday English2.课后完成Activity 14的练习。
Difficult and important points:1.I have already worked out a solution to this problem.我们已经找到这个问题的解决方法。
Work out 在这里是“找到（解决方法等）”的意思。
Eg：It took me some time to work out what was causing us.它花了我一些时间，找到导致这种状况的原因。
Work out 还有计算、总计为、进展顺利、有满意的结果、锻炼的意思。
Eg:It is hard to work out the result of this math problem.算出这道数学题有点难。
The price per pound works out at $3.2。
每磅的价格总计为3.2美元。
Things just didn’t work out as planned.事情没有像计划的那样进展得顺利。
Other people think it’s a nightmare, but I am sure it will work itself out. 其他人认为它是一场噩梦，但是我确信它会有满意的结果。
Work out at a gym or swim twice a week.每周两次在健身房锻炼或游泳。
2.The assembly line of our company broke down so that we couldn’t finish it on time.我们公司的生产线出了故障所以我们不能及时完成交货。
break down 在这里表示“坏掉，出毛病”Eg：we are sorry to arrive late ,but the car broke down .很抱歉我们来晚了，因为车抛锚了。
Since you always stay up all night working overtime,your health will break down.像你这样经常熬夜加班，身体早晚会被累垮的。
3.As we have signed the contract, we will pay for your loss.根据签署的合同，我们会赔付因生产延误给您造成的损失。
Sign a contract 在这里是“签署合同”的意思。
Eg：He assigned the project to me,but we didn’t sign a formal contract.他分配工作给了我，但是我们没有签订正式的合同。
We ‘ll do our best to sign the contract as soon as possible.我们争取尽早签合同。
Pay for 在这里是“赔偿”的意思。
Eg：He will pay for his mistake.他会为自己的错误付出代价的。
4....as for the incorrectly produced leaflets.至于印错的那些传单...as for 在这里是“至于，就...来说”。
Eg：As for the past,I‘m not telling you anything。
至于我的过去，我不会告诉你任何事情。
As for me ,I’m very pleased to meet him.至于我，我当然很高兴见到他。
5.What’s more, we will reduce the price by 10%. 另外，我们会您降低10%的价格。
What’s more 在这里是“除此之外”。