教案學年第學期課程《國際商務英語函電》計劃學時48授課系別授課專業(yè)授課班級主講教師教研室系（部）年月日教案/學年第學期課程計劃學時授課系別授課專業(yè)授課班級主講教師教研室系（部）年月日首頁學習對象分析（根據(jù)不同單元教學內(nèi)容，開課前進行簡析）學期教學工作總結教案首頁單元/章節(jié)名稱Unit12Claims&Settlement學時2學期總課次授課時間第周，星期，第節(jié)學習目標Afterlearningthisunit,studentscan:Somebasicknowledgeaboutcomplaintsandclaims;thecausesofcomplaintsandclaims;Howtowritealettertocomplainandclaimfortheshortweight.Howtowriteareplylettertosettlethecomplaintandclaimfortheshortage.Howtowritealettertosettlecustomers’complaintsandclaims.教學重點1.Somebasicknowledgeaboutcomplaintsandclaims:2.Howtowritealettertocomplainandclaimfortheshortweight.教學難點教學反思授課內(nèi)容及教學活動設計附注（教學方法、活動形式、輔助手段等）I.SituationalIntroduction李娜實習的那家公司最近接到了一些投訴信，她也全都閱讀了，從中了解到投訴和處理投訴，索賠和理賠，也是公司業(yè)務中司空見慣的事。她就這方面的問題和困惑來請教于張經(jīng)理。張經(jīng)理給她講解了投訴是如何發(fā)生的，發(fā)生了又該如何正確對待和妥善處理等等，要求她熟練地掌握常見的術語，以便更好地理解這方面的英語函電。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