商务英语函电u10

1、【 课题 】 UNIT 10 Claims And Settlement 【 教材版本 】闫兴伯 黄宪西 . 中等职业教育国家规划教材商务英语函电（国际商务专业） . 第二版 . 北京：高等教育出版社，2006【教学目标】知识目标：熟记本单元（有关索赔和理赔）的常见词汇和句型。能力目标：了解并掌握如何运用商务书信在对外贸易中提出投诉。【教学重点、难点】教学重点：了解并掌握如何运用商务书信在对外贸易中教学难点：了解并提出投诉过程中正确的信文安排和重要句型。【教学媒体及教学方法】制作PPT。演示法、讲授法、分组讨论法。【课时安排】2 课时（ 90 分钟） 。【教学过程】第一环节导入1. 提问： I

2、f the buyers are not satisfied with the commodities, how will they do ?2. 学生讨论问题并回答问题（见PPT）A buyer can solve the problems bya. 投诉complaintb. 索赔claimc. 仲裁arbitration第二环节新授课1. Pre-Study（ 1 ） Terms to LearnA. 教师带读，学生跟读商务书信中的常见词汇P146， P147。B. 学生理解并熟记这些单词和表达方法。（ 2） Useful SentencesA. 教师带读，学生跟读本单元的常用句型。B.

3、 学生理解并熟记这些表达方法。C. 课堂练习P149.Vocabulary review 1 （参考答案见PPT）2. Complaining of wrong Dispatch3. 1）帮助学生读通和理解信文。（ NOTES 见 PPT）A. We are writing to complain about我方去函投诉complain vi 投诉complain about sth. 投诉某事complain to sb. of sth. 向某人投诉某事B. U pon opening the boxes, 当我们打开箱子，upon=while 当 时候e.g. Upon arriving

4、in Beijing,I will write to you.C. We regret that we cant keep this consignment,as we have an adequate stock already. 很遗憾我们不能保存这些寄售商品，因为我方已经有充分的库存。adequate=enough adj. 充分的，充足的e.g. We filled our bag with food so that we could have adequate food on our way.我们在包里装满了事物以便我们在途中有足够的食物可以吃。D.We have no choice

5、 but to return them to you.我方别无选择，只能将货物退还给贵方。have no choice but to do sth. 别无选择，只能You have no choice but to study hard.你别无选择，只有努力学习。2）学生完成课堂练习P150-151 Vocabulary review 2， 3（参考答案见PPT）Homework1 .抄写并熟记本单元的常见词汇和句型。2 . P151 Writing PracticeUseful Information:If a complaint has to be made, your letter sh

6、ould:a. express your regret.b. Inform the receiver of the subject matter, such as order/contract number and its date;c. Tell him directly why you are not satisfied.d. Give our suggestions and hope for an early reply1 f you receive a complaint, you should make an investigation. If the complaint is re

7、asonable, just admit it readily and sent a reply as follows;a. Thank him for his complaint and admit a mistake is made at your endb. Promise that you will take actions to put it right.c. say you are sorry for the inconvenience causedd. assure him that more care will taken in the future【 课题 】 UNIT 10

8、 Claims And Settlement II【 教材版本 】闫兴伯 黄宪西 . 中等职业教育国家规划教材商务英语函电（国际商务专业） . 第二版 . 北京：高等教育出版社，2006【教学目标】知识目标：熟记本单元（处理对方投诉和索赔）的常见词汇和句型。能力目标：了解并掌握如何回复对方投诉、拒绝索赔的信函的思路及结构安排。【教学重点、难点】教学重点：了解和掌握如何处理和回复对方的投诉来函。教学难点：能根据给出的例子书写书信。【教学媒体及教学方法】制作PPT。演示法、讲授法、分组讨论法。【课时安排】2 课时（ 90 分钟） 。【教学过程】第一环节导入1. 复习：投诉对方信函的结构。2. 学生

9、讨论问题：当收到对方来信时，应该如何处理？（见PPT）a. 调查对方所投诉内容是否属实，并给对方发出收到投诉函的通知，b. 经调查后如果情况属实，须尽快发函表示抱歉，并提出解决方法，c. 如果经调查并不属实，也必须尽快发函告知对方并提供自己的调查资料。第二环节新授课1. Apologizing for the Complaint（ 1 ）词汇讲解（见PPT）A. occur vi. 发生, 出现occur to 想起, 想到occurrence n. 发生 , 出现 , 事件 , 发生的事情e.g. Dont let this occur again.不要让这件事情再发生了。B. confus

10、e vt. 弄错，使混乱confused indication 乱显示e.g. They asked so many questions that they confused me.他们问了许许多多的问题，把我弄糊涂了。（ 2）帮助学生读通和理解信文。（见PPT）A the Mens Golf woolen stockings you kindly ordered were omitted from the shipment由于运输途中的疏忽，贵方所定购的男高尔夫棉袜被be omitted from 由于 的疏忽B. Your complaint was immediately sent to

11、 our Customer relations representative for investigation. 我方立即将贵方投诉交于我方相关的客户代理调查C. We found that a mistake was indeed made by us .我方发现错误确实是由我方引起。indeed adj. 真正的e.g. A friend in need is a friend indeed.患难见真交。D. The slip-up occurred in our new automated inventory control system,which is causing some p

12、roblems during the data entry stage.错误发生在我方新启动的存量控制系统在输入数据事出现了问题。E. We apologize again for this mistake and inconvenience to you.再次为我方的疏忽及因此而给贵方带来的不便道歉。3）课堂练习P154. Vocabulary review 1-3 （参考答案见PPT）2.Replying to Ill-founded Complaint1 ）词汇讲解（见 PPT）A. satisfy vt. 满足 , 使满意 , 说服 , 使相信satisfy of 使对 .感到信服,

13、使相信satisfy with 使对 .感到满意, 使满足于.e.g. Nothing satisfies him , he is always complaining.任何事情都不能使他满足，他总是抱怨。B. identical=the same adj. 同样的，同一的e.g. Our views of what should do are identical .我们对于应该采取的行动持完全相同的看法。C. sole adj. 单独的 , 唯一的sole agency 独家经理经营sole agency rights 独家经销权D. defense n. 保卫，保护，国防defense p

14、roduct 军用产品2）帮助学生读通和理解信文。（见 PPT）A We can not find any difference between them.我方未发现任何差别。B. This has been confirmed by our Bureau of Commodity Inspection and Quarantine that both of the qualities are identical.我方所在商品检验检疫局也确认两者在质量上是相同的。Be confirmed by 被 所确认C. We would like to remind that we forwarded

15、you a shipping sample prior to the shipment.我方需要提醒对方我们在装运前已经给贵方寄去了样品D. and have not heard any objection from ou till deadline直到最后期限，我们并没有收到贵方任何建议E .In view of the above.we can not help feeling that you are complaining with the sole aim of obtaining from us.根据以上几点我方有理由相信贵方的投诉是毫无理由的。3）课堂练习P157. Vocabu

16、lary review 2 （参考答案见PPT）3.Rejecting the Claim（ 1）词汇讲解（见PPT）A. reject vt. 拒绝，不采纳rejected cheque 拒付支票rejected product 次品 , 废品 , 不合格产品B. improper adj. 不适当的，不合适的 improper handling 操作不当improper packing 包装不良C. grant vt. 同意，准予e.g. I grant his honesty. 我承认他的诚实D. 2）帮助学生读通和理解信文。（见PPT）A. We took your case seri

17、ously and have looked into the matter in detail我方认真考虑了贵方的情况，并做了详细的调查。B. Furthermore the clean B/L covering the goods indicates than they were received for shipment in apparent good condition.此外，清洁提单所涉及的货物表明这些货物在装运时外观良好。C. In the circumstances, we are afraid that we cannot accept your request and we

18、would advise you to claim on the shipping company who should be held responsible.根据这些情况，我们恐怕不能接受你们的要求，我们建议你们向装运公司索赔，他们应该负责任。D. At any rate ,we thank you for bringing this to our attention and if you feel it necessary we shall be pleased to take the case up on your behalf with the shipping company concerned.不管怎样，我方感谢你方的提醒我方注意此事，如果贵方觉得有必要，我方将乐意代表贵方将此事提交船运公司处理。（ 3）课堂练习P162. Vocabulary review