‘’Chapter10-TaskOne（SuggestedHours2classhours）課程名稱(chēng)城市軌道交通客運(yùn)服務(wù)英語(yǔ)教案序號(hào)10-19授課名稱(chēng)Chapter10HandleComplaints授課班次授課日期授課節(jié)次授課教師審核人ObjectivesKnowledgeLearnthewordsandexpressionsonhandlingcomplaints.AbilityEffectivelyhandlepassengercomplaints.MoralityHandlecomplaintscalmlyandskillfully.重點(diǎn)難點(diǎn)重點(diǎn)Theusefulwords,phrasesandsentences.難點(diǎn)Learnhowtohandlecomplaintscalmlyandskillfully.教學(xué)方式授課√練習(xí)√實(shí)驗(yàn)測(cè)驗(yàn)參觀(guān)其它注：請(qǐng)?jiān)谙鄳?yīng)位置上打“√”教學(xué)方法講授法√提問(wèn)法√歸納法√啟發(fā)法√教學(xué)資源掛圖投影音像√模型計(jì)算機(jī)√多媒體教室√授課場(chǎng)所本班教室√計(jì)算機(jī)教室多媒體教室√實(shí)驗(yàn)室實(shí)習(xí)車(chē)間板書(shū)設(shè)計(jì)`Chapter10HandleComplaints一、Warm-up二、ListeningandspeakingDialogueAIBelieveYouCanHandleItWell.DialogueBAComplaintCallfromanAngryPassenger.三、Exercise1四、Exercise2五、Self-check

No1教學(xué)內(nèi)容和教師活動(dòng)學(xué)生活動(dòng)教學(xué)設(shè)計(jì)意圖一、Warm-upAlthoughLilyandWangDongworkhardintheirrespectivepositionsinthesubway,therearestillcomplaintsfrompassengerswhoarenotsatisfiedwiththeirservices.二、ListeningandSpeakingDialogueAIBelieveYouCanHandleItWell1.帶領(lǐng)學(xué)生跟讀單詞，學(xué)習(xí)單詞含義。2.Scene:Lilyispuzzledbytherecentcustomercomplaintsthatshereceivesrecently.Mrs.Zhanghelpsherandgiveshersomeadvice.3.播放錄音并指導(dǎo)學(xué)生理解對(duì)話(huà)ActivityCanyouthinkofwhatpassengerswouldcomplainabout?Activity1Listenandguess.1.WhydoesLilylooksosad?2.Howtoeffectivelyhandlepassengercomplaints?Activity2Listenagainandtrytofillintheblanks5min教學(xué)目的：帶領(lǐng)學(xué)生認(rèn)識(shí)乘客投訴處理過(guò)程。10min教學(xué)目的：指導(dǎo)學(xué)生學(xué)習(xí)生詞，并理解教材上給的問(wèn)題，培養(yǎng)學(xué)生帶著問(wèn)題聽(tīng)錄音的學(xué)習(xí)習(xí)慣。

No2教學(xué)內(nèi)容和教師活動(dòng)學(xué)生活動(dòng)教學(xué)設(shè)計(jì)意圖4.Listen,lookupandsay.5.RoleplayWordsandphrasesyoumayusecomplainpositivebecalmhandleassistancepolitelyDialogueBAComplaintCallfromanAngryPassenger1.帶領(lǐng)學(xué)生跟讀單詞，學(xué)習(xí)單詞含義。2.Scene:WangDongworksatthecustomerservicecenterandisrespondingtoacomplaintcallfromanangrypassenger.Whatexactlyhappened?1.Canyougivemesome?2.Weneedtotakeaattitude..Activity3WorkinpairsPracticethedialoguewithyourpartner.Activity4Dialoguewithgivenwords.Activity5Thinkandanswer.1.Whydoesthepassengermakethecall?2.Whathappenedtothepassenger?10min教學(xué)目的：幫助學(xué)生理解關(guān)鍵語(yǔ)句，進(jìn)行更好地理解對(duì)話(huà)；鍛煉學(xué)生翻譯能力，小組練習(xí)對(duì)話(huà)。10min教學(xué)目的：通過(guò)小組展示對(duì)話(huà)和用給定單詞造句，著重訓(xùn)練學(xué)生的聽(tīng)說(shuō)讀寫(xiě)能力，了解客運(yùn)服務(wù)英語(yǔ)的實(shí)際應(yīng)用。10min教學(xué)目的：指導(dǎo)學(xué)生學(xué)習(xí)生詞，并理解教材上給的問(wèn)題，培養(yǎng)學(xué)生帶著問(wèn)題聽(tīng)錄音的學(xué)習(xí)習(xí)慣。

No3教學(xué)內(nèi)容和教師活動(dòng)學(xué)生活動(dòng)教學(xué)設(shè)計(jì)意圖3.播放錄音并指導(dǎo)學(xué)生理解對(duì)話(huà)4.Listen,lookupandsay.5.RoleplayWordsandphrasesyoumayusesituationstrongapologizehoperechargeinsufficient三、Exercise1Choosetheproperwordtofillintheblanks.Activity6Listenagainandtrytofillintheblanks.1.Ihaveatomake.2.Weforourinadequateservice.Activity7WorkinpairsPracticethedialoguewithyourpartner.Activity8DialoguewithgivenwordsActivityChoosetheproperwordtofillintheblanks.10min教學(xué)目的：幫助學(xué)生理解關(guān)鍵句子，進(jìn)行更好地理解對(duì)話(huà)；鍛煉學(xué)生翻譯能力，小組練習(xí)對(duì)話(huà)。10min教學(xué)目的：通過(guò)小組展示對(duì)話(huà)和用給定單詞造句，著重訓(xùn)練學(xué)生的聽(tīng)說(shuō)讀寫(xiě)能力，了解客運(yùn)服務(wù)英語(yǔ)的實(shí)際應(yīng)用。5min教學(xué)目的：通過(guò)練習(xí)，讓學(xué)生地鐵投訴處理用語(yǔ)中的英語(yǔ)表達(dá)習(xí)慣和方法。

No4教學(xué)內(nèi)容和教師活動(dòng)學(xué)生活動(dòng)教學(xué)設(shè)計(jì)意圖四、Exercise2TranslatethefollowingsentencesintoEnglish.1.發(fā)生什么事了？2.這是我的榮幸。3.我會(huì)為您調(diào)查此事的。4.先生，您能說(shuō)一下您遇到的情況嗎？5.首先，我為我們不周到的服務(wù)感到抱歉。6.我們應(yīng)該采取一種積極的態(tài)度。7.您有什么麻煩嗎？8.我保證以后不會(huì)再發(fā)生類(lèi)似的事情。9.恐怕我必須投訴。10.最重要的事情是我們應(yīng)該盡可能禮貌地為乘客提供幫助。五、SELFCHECKBuildupYourKnowledgeStockActivityTranslatethefollowingsentencesintoEnglish.1.Whathappened?2.It’smypleasure.3.I’lllookintothematterforyou.4.Couldyoupleaseexplainthesituationyouhaveencountered?5.Firstofall,weapologizeforourinadequateservice.6.Weneedtotakeapositiveattitude.7.Whatseemstobethetrouble?8.Ipromisethatsuchathingwillneverhappenagain.9.I’mafraidIhavetomakeaseriouscomplaint.10.Themostimportantthingisthatweshouldprovideassistancetopassengersaspolitelyaspossible.ActivityBuildupYourKnowledgeStock10min教學(xué)目的：通過(guò)練習(xí)，讓學(xué)生熟悉投訴處理服務(wù)