2023学年完整公开课版SettlingcomplaintsDialoguefocus

语法与词汇讲练Unit10Settling

complaints------Coredialogue《跨境电商英语》2Buyer:Iamsorrytotroubleyou,butI'mreallyupsetwithmyorder.Seller:Whathappened,myfriend?1.2.情境口语语法词汇讲练troubletroublev.tocausesomeonetobeworriedornervous,haveaproblemordifficulties麻烦，使烦恼

blemsordifficulties问题，麻烦情境口语语法词汇讲练troubletrouble常用搭配：troublesb.forsth.havetroubledoing情境口语语法词汇讲练troubleExercise请完成下面的句子。Idon'tliketobutIhaveto___________________

________________.

虽然我不想，但我不得不因情况紧急而打扰您。

troubleyouforsuchurgentsituation

情境口语语法词汇讲练troubleExercise请完成下面的句子。2)Doyou_____________________________________________?

解决这个投诉，你有困难吗？haveanytroublesettlingthecomplaint情境口语语法词汇讲练upsetupsetadj.unhappyandworried

不快的，心烦意乱的，烦恼的情境口语语法词汇讲练upsetExercise请完成下面的句子。Shewas_________________aboutthewaythesellerstreatedher.

卖家那样对她，她非常气愤。

deeplyupset情境口语语法词汇讲练upsetExercise请完成下面的句子。2)Thecustomerwas_____________hedidn'tgethisrefund.顾客没能拿到退款而感到不快。upsetthat情境口语语法词汇讲练很抱歉打扰您，但我对订单很不满意。译文11Buyer:I’mafraidIhavebadnewsforyou.Thewoolensweatersyoudelivereddonotmatchthephotosonyourstore.They’redifferentindesignandcolor.1.2.情境口语语法词汇讲练matchmatchv.Iftwocolours,designs,orobjectsmatch,theyaresimilarorlookattractivetogether相配情境口语语法词汇讲练matchmatch常用搭配：matchwith和……相匹配bewellmatched相称的，相配的情境口语语法词汇讲练matchExercise请完成下面的句子。1)

Ourcilentsarenothappybecause____________________

____________________.

产品与图片颜色不符，我们客户不满。theproductsdon'tmatchthepicturesincolor

情境口语语法词汇讲练matchExercise请完成下面的句子。2)Thistieis______________________________________.

这条领带和衬衫很相配。wellmatchedwiththeshirt情境口语语法词汇讲练bedifferentinbedifferentin…在……方面不同情境口语语法词汇讲练bedifferentinbedifferentine.g.

Idon'tthinkthetwoaredifferentin

design.

我觉得这两件设计相差无几。情境口语语法词汇讲练bedifferentin/bedifferentfrombedifferentin:

在……方面不同

词组辨析：bedifferentin/bedifferentfrome.g.

Ourproductsare

very

differentfromtheirs

in

style.

我们和他们的产品风格迥异。bedifferentfrom:不同于，和什么不一样，与什么不同

情境口语语法词汇讲练bedifferentin/bedifferentfrom1）Icanseetheproductsare____________thepicturesonline.用differentin或differentfrom填空differentfromExercise情境口语语法词汇讲练bedifferentin/bedifferentfrom2）Doyouknowwhetherthebottlesare___________material?用differentin或differentfrom填空

differentinExercise情境口语语法词汇讲练bedifferentin/bedifferentfrom3）Pleaseintroduceusmoreproductswhichare_____________________these.用differentin或differentfrom填空

differentfromExercise情境口语语法词汇讲练bedifferentin/bedifferentfrom4）Thesestudentsaretotally___________characteristic.用differentin或differentfrom填空differentinExercise情境口语语法词汇讲练恐怕我有不好的消息。你方寄来的羊毛衫和你店里照片上的不一致。设计和颜色都不一样。译文24Seller:Butwestatedclearlyintheproductdescriptionthattheremybeslightcolordifference.1.2.3.情境口语语法词汇讲练statestatev.tosayorwritesomething,especiallyclearlyandcarefully声明，陈述，规定情境口语语法词汇讲练statestate常用搭配：state+n.state+(that)state+questionword情境口语语法词汇讲练state

Translation1)

我们的保证书明确规定了我们的责任。WeOurwarrantyclearlystatesthelimitsofourliability.情境口语语法词汇讲练stateTranslation2)我们的客户表示，他们对建议不满意。

Ourclientsstated(that)theywereunhappywiththeproposal.情境口语语法词汇讲练stateTranslation3)客服经理没有说明什么时候联系我。Thecustomerservicemanagerdidnotstatewhenshewouldcontactme.情境口语语法词汇讲练descriptiondescriptionn.somethingthattellsyouwhatsomethingorsomeoneislike描述，描写情境口语语法词汇讲练descriptiondescription常用搭配：bebeyonddescription难以形容，无法描述fulldescription完整叙述，充分的描述情境口语语法词汇讲练descriptionExercise请完成下面的句子。Thefunctionofyourproductsaresoamazingand__________________.你们产品的功能太棒了，简直无法言表。beyonddescription情境口语语法词汇讲练descriptionExercise请完成下面的句子。2)Wegaveavery________________________________ofourproductiononline.

我们在网站上对产品进行了生动、详尽的描述。vividandfulldescription情境口语语法词汇讲练slightdifferenceslightdifferenceNounphraselittledifference,beingalittledifferent微小差异情境口语语法词汇讲练slightdifferenceslightdifference其他搭配：makea(big)differenceto对……产生影响tellthedifferencebetween…区分……的差异情境口语语法词汇讲练slightdifferenceTranslation1)请问这两款眼镜有什么区别？Canyoutellthedifferencebetweenthesetwomodelsofeyeglasses?情境口语语法词汇讲练slightdifferenceTranslation2)这两款仅仅颜色上有细微的差别。Icouldtellyouthatthereisonlyslightdifferenceincolor.情境口语语法词汇讲练我们在产品描述中明确地阐述了颜色上有细微的差别。译文39Buyer:Anyhow,thebackgroundcolorisashadetoodark.Ourclientsareverycriticalonquality.3..1..2.情境口语语法词汇讲练backgroundcolorbackground背景backgroundmusicbackgroundknowledgebackgroundcolor背景音乐背景知识背景色，底色情境口语语法词汇讲练backgroundcolorbackgroundcolore.g.Ichangedthebackgroundcolor

toashadeofblue.我将背景颜色改成带阴影的蓝色。情境口语语法词汇讲练backgroundcolorbackgroundknowledgeThe

backgroundknowledge

mayhelpyouunderstandhiswords.背景知识可以帮助你理解他的话。情境口语语法词汇讲练shadeshadeNounatypeordegreeofacolor色调，色度情境口语语法词汇讲练shadeTranslation1)他们的厨房被刷成了一种少见的黄色。

Theirkitchenispaintedanunusualshadeofyellow.情境口语语法词汇讲练shadeTranslation2)这种染发剂有几种深浅不同的颜色。

Thishaircolouringcomesinseveralshades.

情境口语语法词汇讲练criticalcriticaladj.expressingdisapprovalofsb/sthandsayingwhatyouthinkisbadaboutthem批评的，挑剔的情境口语语法词汇讲练criticalcritical常用搭配：becriticalof对……感到不满；对……表示谴责becriticalon对……挑剔情境口语语法词汇讲练criticalExercise请完成下面的句子。1)Sheis___________thestyleofherdress.

她对裙子的风格很挑剔。criticalon情境口语语法词汇讲练criticalExercise请完成下面的句子。2)IwanttomakeitclearthatnothingIhavestatedisintendedto_____________________________.

我想澄清我所陈述的并非要指责你的服务。becriticalofyourservice情境口语语法词汇讲练不管怎样，背景颜色是暗。我们的客户对质量非常挑剔。译文51Seller:It’susuallynotalwayspossibletohaveexactlythesameshadeofcolor.Well,whatdoyouwantustodo?情境口语语法词汇讲练

颜色并非总相同。你希望我们做什么？译文53Buyer:Ourclientswantareplacement.1..情境口语语法词汇讲练replacementreplacementn.someonewhodoesajobinsteadofsomeoneelse,orsomethingthatyouuseinsteadofsomethingelse替换；替代品情境口语语法词汇讲练replacementTranslation1）如果产品无法正常运行，您可以选择退款或更换。Iftheproductdoesn'twork,youaregiventhechoiceofarefundorareplacement.情境口语语法词汇讲练replacementTranslation2)最难的部分是寻找替代品。Thehardestpartwillbeto

findareplacement.

情境口语语法词汇讲练

我们的客户想要换货。译文58Seller:It’sabittoohard.Afterall,oursweatersareverysimilartothepicture.It’sonlythebackgroundcolorthat’snotidentical.1.2.情境口语语法词汇讲练similarsimilaradj.lookingorbeingalmost,butnotexactly,thesame相似的情境口语语法词汇讲练similarsimilar常用搭配：besimilarto和……相似besimilarin在……方面相似情境口语语法词汇讲练similarExerciseIboughtsomenewshoeswhichare__________________apairIhadbefore.

我买了一些新鞋，和之前的一双很相似。verysimilarto情境口语语法词汇讲练similarExercise请完成下面的句子。2)Thetwokeyboardsare______________________thatit'salmostimpossibletotellonefromtheother..

这两只键盘太像了，分不清哪只是哪只。sosimilar情境口语语法词汇讲练identicalidenticaladj.exactlythesame,orverysimilar完全相同的,极其相似的情境口语语法词汇讲练identicalidentical常用搭配：beidenticalto和……一样情境口语语法词汇讲练identicalI'veboughtthreeidenticalbluesuits

fromyourstore.Translation1)我在你们店里买了三套一样的蓝色西装。情境口语语法词汇讲练identicalTranslation2)双方的利益可能不尽相同，但确实有重叠之处。

Theinterestsofbothsidesmaynotbeidentical,buttheydooverlap.情境口语语法词汇讲练这太难了。毕竟，我们的毛衣与图片非常相似。只是背景颜色不一样而已。译文68Buyer:Well,ifyouagreetogiveusapartialrefund,I’lltrytotalkourclientsintoacceptingthegoods.1.2.情境口语语法词汇讲练partialrefund

partial

adj.notcomplete部分的，局部的情境口语语法词汇讲练partialrefundrefund

n.anamountofmoneythatisgivenbacktoyou,especiallybecauseyouarenothappywithaproductorservicethatyouhavebought退款，偿还情境口语语法词汇讲练partialrefundpartialrefund

部分退款，偿还情境口语语法词汇讲练

SincethebagIreceivedisdifferentfromyourdescription,Iwouldliketoaskforpartialrefund.1)由于你们的包和描述的不一样，我要求部分退款。Translationpartialrefund情境口语语法词汇讲练

TranslationCouldyoutellusthereasonwhyyouissuedapartialrefund?2)您可以告诉我们您发起部分退款申请的原因吗？partialrefund情境口语语法词汇讲练talktalkv.tosaywordsaloud,tospeaktosomeone说，谈话，讨论情境口语语法词汇讲练talktalk常用搭配talkwith/tosb.同某人交谈talkabout/onsth.谈论某事

talkwithsb.onsth.就某事同某人交谈

odoingsth.劝服某人做某事

情境口语语法词汇讲练1）Wouldyouliketo

_____________thedeliverydateofthegoods?用talkwith/tosb.,talkabout/onsth.,talkwithsb.onsth.或odoingsth.

填空talkabout/onExercisetalk情境口语语法词汇讲练2）Ifyouhaveanyquestions,pleasefeelfreeto_______________us.用talkwith/tosb.,talkabout/onsth.,talkwithsb.onsth.或odoingsth.

填空talkwith/toExercisetalk情境口语语法词汇讲练3）Themanageris___________thecustomer_________thedefectiveproducts.用talkwith/tosb.,talkabout/onsth.,talkwithsb.onsth.或odoingsth.

填空talkingwithExercisetalk

on情境口语语法词汇讲练4）Iwilltryto_________theseller_________refundingus.用talkwith/tosb.,talkabout/onsth.,talkwithsb.onsth.或odoingsth.

填空talkExercisetalkinto情境口语语法词汇讲练那么，如果您同意给予我们部分退款，我会尽量让我们的客户接受货物。。译文81Seller:Howmuchwouldthatbe?Buyer:Howabout5%oftheinvoicevalue?Howdoesitsound?Seller:Itsoundslikeareasonablesolution.Buyer:Okay.1.情境口语语法词汇讲练invoicevalueinvoiceNoun发票；费用清单情境口语语法词汇讲练invoicevalueinvoicee.g.Invoices

mu