剑桥商务英语授课教案Unit 14

1、 Unit 14 (a) Direct service providerI. Teaching Objectives:i. To enable Ss to talk about insurance and changes in working practicesii. To practise listening for specific informationiii. To review language of future possibility/probabilityII. Materials needed: Cassette- Pass Cambridge BEC Preliminary

2、III. Teaching Process: i.Unit overview·The call centre Warmer: Ss discuss the advantages and popularity of call centres. Listening 1: Ss listen to a manager talk about why his company uses call centres and complete notes about the company. Ss then listen again and answer multiple-choice questio

3、ns. Vocabulary: Ss match insurance words with definitions. Language focus: Ss review the language of future possibility and probability. Speaking: Ss discuss four statements about the future.·Working in a call centre Listening 2: Ss decide if statements about a call centre are true or false the

4、n listen to the manager and check their answers. Reading: Ss look at descriptions f people and say who might be interested inworking in a call centre.Speaking: Ss discuss what changes direct services and the Internet might bring.·Self-study Vocabulary: Keyword exercise (insurance). Odd one out

5、exercise. Gap-filling exercise (insurance). Exam practice: Multiple-choice gap-fill test.ii.Detailed study of this unitStep 1 The call centerBackground:呼叫中心是英国开展最迅速的行业之一。越来越多的金融效劳企业向保险公司，银行已将经营方式改成以 为主要手段的经营方式。它们正在建立集中的 中心，处理全国的呼叫业务。呼叫中心通常设在商务园区和城区以外，土地较为廉价的地区。顾客效劳中心的营业时间比商业大街的商店长得多，每天几乎是随时提供迅速的应答。强

6、大的数据库和先进的 技术使许多公司能够高效率的处理频繁的 ，轻松的监督公司的效劳质量和大幅度减少本钱。英国是欧洲呼叫中心数量最多的国家，从业人员中目前约有1%的人从事这个行业。这个数字会在不久的将来上升到2%。Call centers are one of the fastest growing sectors in the UK. As more and more financial service companies such as insurance companies and banks change to telephone-based business practices, the

7、y are setting up centralized telephone centers which handle all national calls. The call centers are usually set up in business parks and out-of-town locations, often in areas with relatively cheap land such as Scotland or the north-east. Open much longer than high street shops, the customer service

8、 centers offer an instant response at almost any time of day. Powerful databases and new telephone technology allow the companies to handle large volumes of calls efficiently, monitor the quality of their service easily and reduce costs dramatically. The UK has more call centers than any other Europ

9、ean country and at present about one in every 100 employees works in one. This figure is expected to rise to one in fifty in the foreseeable future.Ex. 1 SpeakingT introduces the subject of call centres and asks Ss what they might be, how they work and whether they are popular in China or not.Useful

10、 expressions:1. direct, quick and efficient2. reduce costs3. no need to pay commission to brokers or agents4. without the limitation of time and place5. dont have to pay high rents for locations6. Customers also benefit7. Providing services directly by telephone has the advantages such as Ex. 2 List

11、ening 1Before playing the cassette, T tells Ss to read the gapped notes and points out that the gaps can be filled with up to three words or a number. T plays the cassette and Ss listen to George Watt, the National Sales Manager at Direct Line, and complete the note about Direct Line. Note:1. cost 侧

12、重所花的代价，本钱2. Premium 保险费， money you pay for insurance3. loan 通过正式手续所借的款项4. pension 养老金5. commission 佣金 money pay to a salesperson for every sale he /she makes. E.g. commission agent 代销机构 commission sale 委托出售6At ones fingertips 立即可以得到，近在手边E.g. With business information at our fingertips, we can solve

13、your problems easily.Ex. 3 Listening 1Ss read through the multiple-choice questions before listening to the cassette again. Ss listen again and finish the multiple-choice questions. In feedback, T explains the difference between operator and operative.Note: operator being a general term for people w

14、ho answer telephone enquiries full-time while operative is used by George Watt as a technical term referring to Direct Line staff.Ex. 4 VocabularySs match the insurance /financial services words and their definitions. T reminds Ss that they can use the tape script on page 141 to help them. During fe

15、edback Ss quote from the tape script in support of their answers.T elicits from Ss ways of expressing future possibility and probability. T then draws Ss attention to the Dont forget! section. T reminds Ss that will is normally reduced to ll in speech. Ex. 5 SpeakingThe statements give opinions abou

16、t how basic business practices will develop in the future. Ss offer their own views.Step 2 working in a call centreEx. 1 Listening 2Ss read the statements and discuss them in pairs before deciding which are true and which are false. T elicits feedback before playing the cassette for Ss to check thei

17、r answers.Note:1. The computer system does monitor whether operatives are at their desks. 在工作岗位上Ex. 2 ReadingSs read through the descriptions and decide who would be interested in working in a call centre. Ss quote from the profiles in support of their answers. T asks other Ss for their comments bef

18、ore giving feedback.Note:1. start a family:生第一个孩子Suggested answers:1. Zoë Connolly Possibly Needs some money, might like a temporary job.2. Steven Gregory Possibly Although not suited to call centre (like traveling and meeting people), he is unemployed and has experience of sales.3. Helen Taylo

19、r Possibly Would suit evening work, secretarial experience.Ex. 3 SpeakingIn pairs Ss discuss how direct services and the Internet might change our daily lives. As both of these are made possible by cheap telephone technology, the discussion could broaden out to other telephone-based innovations such

20、 as video-conferencing and video-phones. Useful expressions:1. home shopping 电视直销购物2. telesales 销售3. make shopping / selling easy and convenient4. Customers may probably buy a fake 顾客可能买的是赝品5. The quality of products may not be guaranteed Step3 Self-studyHelp Ss finish Self-study exercises. Unit 14

21、(b) The banking sector I. Teaching Objectives:i. To enable Ss to talk about banking services and changes within an industryii. To practise reading for gist and specific informationiii. To practice listening for specific informationiv. To raise awareness of -ingII. Materials needed: Cassette- Pass Ca

22、mbridge BEC PreliminaryIII. Teaching Process: i.Unit overview·The banking revolution Reading: Ss look at a headline and predict the content of anarticle. They then read the article and match headingswith paragraphs. Ss take notes from the article thenanswer multiple-choice comprehension questio

23、ns.Language focus: Ss categorise different uses of ing and focus on the fact that prepositions are often followed by ing.Vocabulary: Ss complete a word-building table.Speaking: Ss discuss the changes affecting their sector/industry.·Home bankingListening 1: Ss listen to an enquiry about home ba

24、nking and take notes.Listening 2: Ss listen and complete an application form.Speaking: Ss discuss the services offered by their own banks.·Self-study Vocabulary: Crossword (banking words). Matching exercise (verbnoun). Matching exercise (nounprepositionnoun).Exam practice: Note-taking.ii.Detail

25、ed study of this unitBackground information: 1999 年诺贝尔经济学奖获得者蒙代尔在20世纪60年代提出了“最适货币区概念。他认为，一个国家不一定要有自己的一套货币，而由几个国家采取联合的共同货币也许更有利-这一思想促成了欧元的诞生。 欧盟各成员国在1992年9月于马斯特里赫特签署的?欧洲联盟条约?中做出实行单一货币的决定。该条约所附的议定书允许英国和丹麦游离于单一货币体系之外。1995年12月15日至16日在马德里召开的欧洲理事会上，15个成员国的首脑一致决定将欧洲单一货币定名为“欧元，并通过推行实施欧元的最后的方案欧洲货币联盟11个成员国从19

26、99年1月1日开始实行欧洲统一货币，这11个国家分别是：比利时、德国、西班牙、法国、爱尔兰、意大利、卢森堡、荷兰、奥地利、葡萄牙和芬兰。希腊于2001年1月1日采用欧元，成为欧元区第12个成员国。其余三个欧盟国家丹麦、瑞典和英国不参与此进程。Step 1. The banking revolutionWarmer: T writes the headline from the article on the board. Ss work in pairs to predict the possible contents of the article. Ss then open their boo

27、ks and quickly scan through the text to search for the issues listed on the board.Ex. 1 ReadingSs read the four paragraph headings in the box and read the article again more carefully in order to match the headings with the paragraphs. During feedback Ss quote from the text in support of their answe

28、rs.Note: meet the cost 支付费用，meet expenses支付开支Ex. 2 WritingSs read the text again and complete the table by taking notes under the three headings.Suggested answer:The banks plans: Cut jobs Close domestic branches Develop electronic bankingReasons for cutting costs: Competition from supermarkets and d

29、irect providers Investment in IT Millennium bug European monetary unionBanking services: Telephone banking Smart cards PC banking Ex. 3 Writing Ss carefully read the questions before reading through the text again. During feedback Ss quote from the text in support of their answers.Ex. 4 GrammarSs ca

30、n the texts to underline examples of ing forms in the article. The underlined items are then grouped according to the columns in the table. T brings the highlighted Dont forget! note to the Ss attention. The point could be quickly practiced by giving Ss incomplete sentences finishing with a preposit

31、ion and asking them to provide an ing form and a noun to finish each sentence.Ex. 5 VocabularySs complete the table by providing the correct noun or verb form. They can find the answers in a dictionary. Ex. 6 SpeakingIn pairs Ss discuss changes taking place in their own industry/sector. This could include the impact of new technology, market trends, econom