名稱項(xiàng)目Unit4課時(shí)課時(shí)分配基礎(chǔ)課IfYouReceiveaComplaint61,2Warming-uplisteningandspeaking3,4Reading口型New特點(diǎn)5,6Reallifeskills&writing授課班級(jí)地點(diǎn)5號(hào)樓教學(xué)目標(biāo)□□□□□□□□知識(shí)目標(biāo)素質(zhì)目標(biāo)ToimproveSs’abilityofgettinginformationthroughreading&listening.Toknowhowtomakeacomplaintandrespondtooralcomplaints.Tomasternewwordsandphrases;tofinishexercises.Togetthemainideaofthewholepassage.Knowsomewaystovoiceyourcomplaints.Sscanwriteanadjustmentletter.重點(diǎn)難點(diǎn)□□□□□Keypoints：togetthemainideaofthereadingpassage.全面理解閱讀材料，了解售后服務(wù)的范圍及種類。Difficultpoint：tousethepatternstoorderandtakeorder.聽懂所聽材料，并掌握常見的客戶抱怨句型并關(guān)注對(duì)客戶抱怨的回應(yīng)。教學(xué)策略與方法結(jié)合學(xué)生專業(yè)特色，創(chuàng)設(shè)生動(dòng)的工作情境，讓學(xué)生在模擬的工作場(chǎng)景中學(xué)會(huì)做一名優(yōu)秀的售后服務(wù)人員。教學(xué)資料□□□□□Exercisebookandstudents’booksTestpapersSomeexamplesentences板書設(shè)計(jì)UnitFourNewwordsandexpressions:languagepoints:教學(xué)后記皿圍繞皿皿中皿皿皿，皿生皿色，口設(shè)皿工作皿讓皿皿投皿皿訴皿，了皿服務(wù)的范圍及皿皿皿頭皿口皿口皿口，皿皿投訴方皿定皿理口皿。教學(xué)過(guò)程□□□□□□□教師活動(dòng)-導(dǎo)學(xué)生活動(dòng)-演設(shè)計(jì)意圖

UnitFour第一課時(shí)（電話投訴）Warming-up&SpeakingAStepOne：warm-upT：Doyouhaveanyproblemsinyourdailylife?Pleasechoosethecorrectpictureforeachproblembelow.StepTwo:lead-inCreateshortconversationabouttheproblemslistedaboveandrole-playwithyourpartner.StepThree:listeningActivity]：extensivelisteningListentotheconversationandcirclewhatitismainlyabout.Activity2:intensivelisteningListenagain.Thenunderlinethecomplaintsintheconversation.Activity3:speakingRespondtothefollowingcomplaints.Apology:Oh,I’mverysorry.Action:I’llcheckyourorderwiththechef.Apology:Oh,I’mreallysorry.Action:I’lllettheworkercleanitimmediately.StepFour:role-playRespondtothefollowingcomplaintsandhavearole-play.StepFive:summaryUsefulexpressionsabout信息匹配□□□□□□□□□□□□□□□□□□lookatthepicture卜listentothetapelisten&underline□□□□□□□□□□□□□□□□□□□,□□□□□□話□□□□□□□□□□□□□□□□□□□□□□□,做好□□□□□讓學(xué)生掌握各種售后服務(wù)的英文表七口。創(chuàng)設(shè)情境幫助學(xué)生進(jìn)入到模擬情境中去。辨析對(duì)話中談?wù)摰膬?nèi)容。讓學(xué)生掌握常見的客戶抱怨句型鞏固上一活動(dòng)中的客戶抱怨句型并能在給定情境中正確運(yùn)用。綜合運(yùn)用所學(xué)句型。鞏固并總結(jié)重點(diǎn)句型的意思及其用法。及時(shí)掌握課堂所學(xué)知識(shí)。掃清聽力材料中的詞匯障礙，培養(yǎng)學(xué)生預(yù)測(cè)單詞意思的能力，加強(qiáng)其對(duì)口文內(nèi)容的理解。

complaints.Makingacomplaint:I’mafraidIhavetomakeaseriouscomplaint.Acceptingacomplaint:Oh,I’msorryaboutthat.Delayingacomplaint:I’mafraidwecan]thelpyouatthemoment.Couldyouleaveyourphonenumberandaddress?Wewillcontractyousoon.Rejectingacomplaint:Well,I‘mafraidthereisn'tmuchwecandoaboutit.StepSix:homeworkTrytorememberthenewwordsandexpressions.Notes:1,waitinline排隊(duì)等候2.,breakdown發(fā)生故障e.g.Hiscarbrokedownonhiswaytothecompany.breakout戰(zhàn)爭(zhēng)爆發(fā)，(火災(zāi)“生breaktherule/law/recorde.g.Whoeverbreakstheruleswillbepunished.3,annoyv惱怒皿氣e.g.beannoyedwithsb.forsth./atsth.對(duì)某人為皿氣e.g.Theteacherwasannoyedwithhimforhibeinglate.老師因?yàn)樗倪t到而生他的氣。4,havetrouble(in)doing做某事有困難havedifficulty(in)

doinghaveahardtime(in)doinge.g.Nowadayscollegegraduateshadahardtimefindingjobs.soundv聽起來(lái)作系動(dòng)詞講時(shí)，后面跟形容詞。類似用法的詞還有：feeltastesmelllooktouchgetbecometurn等動(dòng)詞的用法：(1叩面口形容詞(2)皿語(yǔ)口(3)常用一般現(xiàn)在時(shí)wish(1)用作復(fù)數(shù)時(shí)表示“祝愿；好意；預(yù)祝”等eg:Givemybestwishestoyou.(2)作名詞還有“希望;愿望;志愿”等意思eg:Tellmeyourwish..(3)wish+that表示“愿皿且皿口皿口皿egQIwishthatIweretenyearsyounger1□與現(xiàn)在情皿)IwishthatIhadpassedtheexamyesterday.(與過(guò)去情況相反)keepdoingkeepsb.doingkeep/prevent/stopsb.fromdoing阻止某人做某eg:Weshouldtakeactionstokeepwildanimalsfrombeingkilled.(from不可省)

apologizetosb.fordoing因做某事向某人道歉makeanapologytosb.fordoingcompletely/fully/thoroughly/totally/entirely完全地徹底地UnitFour第二課時(shí)□□□□□□□Listening&SpeakingBB.CanIrefundthisTV?StepOne:revisionReviewsomeusefulexpressionsaboutcomplaints.StepTwo:listeningFirst-listening:askstudentstomatchthewordsontheleftwiththeChinesemeaningsontheright.Second-listening:listenagainandcirclethecorrectanswersAfter-listening:listenagainandtick。）trueorfalse.StepThree:speakingSupposeyouashopassistantatadepartmentstore.Whenfacinganangrycustomer,whatshouldyoudo?StepFour:discussionsDiscusswithyourpartnerhowtocopewiththesituationbelow.Aladyiscomplainingaboutanewlyboughtcoatshedoesntlike.StepFive:role-playCompletetheconversationandthenrole-playitwithreciting信息匹配listening□□□□□□□□□□□□□□□□□□□discussion表演對(duì)話，□□□□□□□□□□□□□□□□規(guī)范。Findoutthekeywordsandthedifficultones,tryingtomakeapredictioninthecontext.Practice&trytorememberthekeypoints.及時(shí)復(fù)習(xí)，查漏補(bǔ)缺。呈現(xiàn)對(duì)話中出現(xiàn)的重要短語(yǔ)，為下一個(gè)活動(dòng)做準(zhǔn)備。訓(xùn)練學(xué)生推理信息的能力。鞏固學(xué)生前面所學(xué)到的知識(shí)，熟悉自己的工作內(nèi)容與要求。將所學(xué)運(yùn)用到工作場(chǎng)景中去。在模擬真實(shí)的情境中完成售后服務(wù)，并能進(jìn)行熟口交流。掃清聽力障口，訓(xùn)練學(xué)生對(duì)文中具體信息的理解和捕捉能力。

yourpartner.StepSix:summary&homework1.Newwords2.UsefulexpressionsNotes:exchangev.交換exchangeAforB把A換成Beg:Hewentbacktothestoreandexchangedthatshirtforablueone.needdoing=needtobedone需要做某事（主動(dòng)表被動(dòng)）needtodo需要做某事（主動(dòng)）meettheneedsofsb.滿足某人的需要thereisnoneedforsb.todo某人沒(méi)有必要做某事costv.花費(fèi)（主語(yǔ)是物）eg：Thecomputercostme5000yuan.Ittakessb.sometime（money）todosth.做某事花了某人多少時(shí)間（金錢）eg:Ittookmetwohourstofinishthetaskyesterday.paymoneyforsth.支eg:Ipaid5000yuanforthecomputer.Iboughtthecomputerfor5000yuan.Ispent5000yuanonthecomputer.beusedas用作

beusedtodo被用來(lái)……beusedtodoing習(xí)慣于皿usedtodo過(guò)去常常做某事thereusedtobeeg:Thereusedtobeariverhere.Theyusedtoplayfootballtogether,usedmtthey(didrfltthey)?7，besatisfiedwitheg:Heisneversatisfiedwithwhathegot.8，copewith處理；對(duì)付類似的短語(yǔ)：dealwith/dowith注意搭配：whattodowithhowtodealwith/copewithUnitFour□□□□□□□□□□□□□ReadingReading:LetterofComplaintStep1:lead-inHowmanywaysdoyouknowtovoiceyourcomplaints?Whatarethey?Step2:reading口ScanningScanthepassageandtellusthemainidea.口While-readingReadthepassageagainandanswerthequestionsbelow,Tcanexplainsomeexpressionstostudentswhilecheckingtheiranswers.口After-reading①ReadthepassageandHaveaconversation□□□□□□,了解文章大意?！酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢酢?在課文中□□□□□□,并抄寫在□□□□□Findoutthekeywordsandthedifficultones,tryingtomakeapredictioninthecontext.Translatethegivensentencesbythemselves.Practice&tryto通過(guò)提問(wèn)激發(fā)學(xué)生學(xué)習(xí)課文的興趣，為閱讀活動(dòng)做好準(zhǔn)備。通過(guò)對(duì)語(yǔ)句的判斷，訓(xùn)練學(xué)生對(duì)文中信息的理解和轉(zhuǎn)換能力。通過(guò)讓學(xué)生寫出投訴信的基本內(nèi)容，幫助學(xué)生鞏固復(fù)習(xí)重點(diǎn)句型。掃清閱讀障礙，加強(qiáng)其對(duì)文章內(nèi)容的

tick0)trueorfalse.②Completethesentenceswiththecorrectwordsandexpressionsfromthebox.Changetheformifnecessary.Step3：pairworkAcomplaintusuallyincludesfourstages:background(describingthesituation),problems,solution,andclosing.Reviewthelettertofindthefourstages.Step4：summary①Languagepoints②非限制性定語(yǔ)從句Step5：homeworkReviewtheimportantwordsandexpressionsinthereadingtext,aswellasthefourstagesincludedinacomplaint.Notes：intentionn.打算，意圖intendv.打算havenointentionofdoingsth.沒(méi)有做某事的打算intendtodo打算做某事e.g.Ihavenointentionofgoingabroadforfurtherstudyaftergraduating.Iintendedtodoit,butIforgot.regretdoing:regrethavingdonesth后悔做某事regrettodo遺憾做某事rememberthekeypoints.Consolidatewhatthey]velearnedinclass.理解。

regretthat從句對(duì)要做的事表示遺憾，抱歉e.g.IregrettotellyouthatyoudidWtpasstheexam.Iregrethavingtoldyouthebadnews.IregretthatIplywith遵從，服從口通常后面加某種規(guī)章制度）e.g.Ifyoudorttcomplywiththeserules,youwillbepunished.insteadadv.常位于句首和句末，翻譯時(shí)意思靈活insteadof介詞短語(yǔ)皿”e.g.:IdidWtgoshoppinglastnight,Iwenttothecinemainstead.Iprefertodohomeworkinsteadofgoingout.either…or…或者…或者…（皿則）e.g.EitheryouorIamright.neither…nor…既不…也不…e.g.:NeitherhenorIhavebeentotheGreatWall.either、neither作主語(yǔ)時(shí)謂語(yǔ)動(dòng)詞用單數(shù)e.g.Eitherofthedoorsisopen.NeitherofthemhasbeentoHongKong.either用于否定句末

neither用于否定倒裝requiresbtodosth需要某人做某事require(need,want)doing:require(need,want)tobedonee.g.Mywatchrequiresrepairing(toberequired).causen.原因thecauseof……的原e.g.Whatisthecauseofthecaraccident?vt.cause+名詞e.g.Hiscarelessnesscausedtheaccident.causesb.todosth.導(dǎo)致某人做某事e.g.Whatcausedhimtosucceed?causesb.sth.=causesth.tosb.帶給某人…e.g.Jackcausedalotoftroubletohisparents.turnadeafearto充皿e.g.Howcouldyouturnadeafeartohisrequestforhelp?lookinto調(diào)查lookup查找lookfor尋找lookafter照顧lookforwardtodoing期望做某事lookthrough瀏覽lookupto尊敬lookout(ford當(dāng)心include:包含，包括；(AincludeBAB同質(zhì)，A

是整體，BOA的一部分)Contain:容納，裝有；(AcontainBAB不同質(zhì)，A皿，B皿于A中)e.g.：Thebowlcontainsavarietyoffruits.included放在所包含的人或物后面including放在所包含的人或物前面11,非限制性定語(yǔ)從句，非限制性定語(yǔ)從句對(duì)先行皿皿的皿缺少皿皿會(huì)皿句的皿皿制皿從口的前面往往有逗口隔皿將非皿定皿放在皿皿前皿要用逗號(hào)隔開,非限制性定語(yǔ)從口不可用that引導(dǎo)。eg:Ihavetwosisters,whoarebothdoctors.Ihavetwosisters,bothofwhomaredoctors.TomdidnOtpasstheexam,whichmadehisparentsangry.Themagazine,whosecoverisbroken,ismine.Themagazine,thecoverofwhichisbroken,ismine.UnitFour第五課時(shí)□□□□□□□WritingStepl：revisionReviewthelanguagepointsofreading.Step2：practice①Askstudentstomatchthesentenceswiththeirfunctions.(Task5)③Completetheadjustment□□□□□□,然后完成匹配練習(xí)□□□□□□□□□□□□□□□□□□□□,□□□□□□□□□□□,□□□□□□□□作。kFindoutthekeywords讓學(xué)生了解和掌握回復(fù)投訴信基本的寫作要素，為下一活動(dòng)做好準(zhǔn)備。學(xué)會(huì)運(yùn)用上一活動(dòng)中的相關(guān)句型。

letterforMr.Wattandworkinpairstocorrecttheletters.Step3:writingTcommentontheirletters.AcknowledgingreceiptofacomplaintletterAccepting/rejectingacomplaintProposaltosettlethedifficultyAconcludingparagraphaimingatretainingthegoodwillofthecustomerStep4:homeworkWriteanadjustmentletter.Notes:1,happenv.發(fā)生皿表示偶皿皿料皿皿生takeplace常表示必然性的發(fā)皿皿策皿事而后舉行的breakout常用來(lái)指（戰(zhàn)爭(zhēng)，火災(zāi)，疾?。┟竺蟀l(fā)生都是皿皿有皿態(tài)Greatplaceshavetakenplaceinmyhometownsince1990.andthedifficultones,tryingtomakeapredictioninthecontext.Practice&trytorememberthekeypoints.讓學(xué)生掌握重點(diǎn)單詞的讀音，意義及其用法。注意總結(jié)，口助學(xué)生查漏補(bǔ)缺。happentosb.某事皿皿上e.g.What’shappenedtoyou?你身上發(fā)生什么事了？（你怎么了？口happentobe和Ithappenthat恰皿好e.g.Ihappenedtocomeacrossanoldfriendonmywayhome.在我回家的路上，我碰巧遇到我的一個(gè)老朋友。2,explanationn.解釋explainv.解釋注意：explain不能構(gòu)成雙賓語(yǔ)結(jié)構(gòu)，我們不能說(shuō)explainsb.sth.,只能說(shuō)explainsth.tosb.eg:Theteacherisexplaining“explain”tousinclass.4,lookforwardtodoing皿某事to是介詞，類似的結(jié)構(gòu)還有payattentiontodoing,preferdoingtodoing,devote……todoing,bedevotedtodoing,beusedtodoing,objecttodoing,sticktodoinge.g.:Thedaywelookedforwardtocameatlast.UnitFour□□□□□□□□□□□□UnitFour□□□□□□□□□□□□RealLifeSkills&FurtherReadingStep1:lead-in□□□□□□□□□□,讓學(xué)生運(yùn)用Jayhasgotafaxonhis完成任務(wù)本單元所學(xué)deskthismorning.Readit□□□□□□□,每個(gè)小的語(yǔ)言和職andtick（口）whatis□□□□□□□□,并說(shuō)業(yè)技能來(lái)解probablyhappening.出理由決實(shí)際問(wèn)題，□Possibilityl□□□□,□□□□并為下一活□Possibility2□□□□□□□,查詢相動(dòng)做好鋪墊。Step2:practiceThefollowingarepossibleexcusesandexplanationsJaycanprovidetoPeter.Decidewhethertheyareappropriate.Step3:discussionWorkingroupstobrainstormpossibleresponsesforJay.Step4:fill-inJayneedstofillouttheCustomerComplaintRecord.Helphimwiththerecord.□□，□□□□□讓學(xué)生對(duì)整□□□□□□□□□個(gè)單元所學(xué)□□□□□□□□□，的內(nèi)容進(jìn)行□□□□□□□□□復(fù)習(xí)鞏固和做法。靈活運(yùn)用。Skipthedifficult培養(yǎng)學(xué)生獲.」..□□□□□□sentencesandtryto問(wèn)題的能力。findthegeneralideao讓學(xué)生了解fthepassage.售后服務(wù)的Practice&tryto一個(gè)重要環(huán)rememberthekey節(jié)—做好投訴記錄。points.引出話題，激發(fā)學(xué)生學(xué)習(xí)興趣。帶著問(wèn)題有針對(duì)性的閱讀課文，提高閱讀技巧和效率。將課本知識(shí)轉(zhuǎn)化為實(shí)際運(yùn)用，培養(yǎng)其實(shí)踐能力。掃清閱讀障口，培養(yǎng)學(xué)生預(yù)測(cè)單詞意思的能力，加強(qiáng)其對(duì)課文內(nèi)容的理解。除掌握英語(yǔ)各個(gè)語(yǔ)言知識(shí)點(diǎn)的一般規(guī)律之外，還需要注意英語(yǔ)各個(gè)語(yǔ)言知識(shí)點(diǎn)的特殊規(guī)律。通過(guò)練習(xí)加強(qiáng)學(xué)生對(duì)某CustomerComplaintRecordDatereceived:Receivedby:Howreceived:□visit□phone□letter□otherClientname:Companyname:Companyaddress:Phone:Fax:Orderdate:Natureofcomplaint(reasonfordissatisfaction):Immediateactiontaken:Furtheractionrequired:FurtherReadingStep1:Pre-readingDoyouknowthestepstohandlecustomercomplaints?Step2:While-reading些有特殊規(guī)律的語(yǔ)言知識(shí)點(diǎn)的注意和不斷積累。Withtheabovequestion,scanthewholetextandfindouthowtohandlecustomercomplaints,andunderlinethenewwordsinthistext.些有特殊規(guī)律的語(yǔ)言知識(shí)點(diǎn)的注意和不斷積累