英语 第四册（五年制高职）4教案 Unit4 Customer Service

Unit4教案撰写：魏巍 审核：张俊单元名称Unit4CustomerService授课内容Warm-UpReading授课课时2教学目标1.能够掌握关于常见服务人员及其工作职责的常用英文表达；能够根据提示问题，分享自己体验过的优质服务；初步建立服务品质概念，激发对提升服务品质的兴趣。2.能够读懂在北京烤鸭店就餐和在Neo’s网店购物的客户服务故事，从顾客的体验中了解什么是卓越的客户服务，察知和理解不同客服故事所体现的优秀服务品质的一致性。3.能够掌握由多个并列关系的独立案例围绕一个主题构成记叙文的语篇结构；理解每个案例按照事件发生的时间顺序进行记叙，由不同人称进行叙述的文体特征。4.形成以客户为中心的服务理念，感知优质服务对于企业生存和发展的重要性；理解优秀客户服务跨越国界、行业和文化的普遍价值。5.能够运用略读的阅读策略以及语篇标题和小标题，预测和理解语篇主题和主要内容；能够运用扫读的阅读策略，提炼关于在北京烤鸭店就餐和在Neo’s网店购物的服务经历的关键信息。6.能够掌握语篇中的重要语言点，在具体语境中运用单词和短语表达意义。教学重点1.阅读并理解在北京烤鸭店就餐和在Neo’s网店购物的服务经历和关键信息。2.阅读并分析语篇结构，理解文体特征。3.阅读重点语句，理解掌握重要语言点并能够在具体语境中运用。教学难点1.了解什么是优质服务，理解优质服务对于企业生存和发展的重要性。2.理解优质服务跨越国界、行业和文化的普遍价值。3.能够结合自身的生活感受，介绍所体验过的优质服务。教学过程教学环节时间分配主要内容教学活动设计意图Step1Warm-Up10’1.Matchingservicepersonnelwithduties(1)Tshowspicturesofservicepersonnelandexpressionsofjobtitlesandduties.SsreadtheexpressionsafterT.TasksSstointerprettheexpressionsandprovidesassistanceifneeded.(2)TasksSstomatchthepictureswiththeexpressions.(3)TaskssomeSstogiveanswersandgivesexplanationswhenneeded.借助图片和短语帮助学生熟悉服务人员及其职责的表达，帮助学生认识服务行业和优质服务职责；通过回忆和分享体验过的最好的客户服务，初步感知优质服务，树立以客户为中心的服务理念，明确个人职业目标和方向，为后续整个单元的学习活动做准备。2.Sharingbestcustomerserviceexperience(1)TasksSstosharethebestcustomerservicethey’veeverexperiencedandprovidesSswithsomequestionsforconsideration.(2)Sssharetheexperiencewiththeirpartners.(3)Tinvitesavolunteertosharetheexperiencewiththewholeclass.(4)Tevaluatesthevolunteerstudent’ssharingandasksSstomakecommentsonhis/herperformance.Step2Pre-reading3’IntroductionandpredictionSituation:Customersatisfactionstartswithmeetingbasicneeds,butthesuccessliesinexceedingexpectations.Readtodiscoverhowexceptionalcustomerservicecantransformordinarytransactionsintomemorableexperiences.TasksSstoreadthesituationandtitleofthetextandmakeaprediction:Wheredidtheseoutstandingcustomerservicestoriestakeplace?导入语篇标题“优秀客户服务的故事”和语篇小标题，引导学生通过已有信息预测优质服务故事的发生地，引发学生思考和阅读兴趣，引出课文主题。Step3While-reading36’1.SkimmingandpredictioncheckingSsskimthetextandcheckifthey’vemadetherightprediction.1.通过略读的阅读策略，检测读前预测。2.通过扫读的阅读策略，获取在北京烤鸭店就餐和在Neo’s网店购物的服务经历的主要信息。3.通过精读的阅读策略，判断文本的细节信息。4.通过提出两个问题，让学生思考是什么定义了优质服务及一线员工如何提供优质服务，培养学生对于优质服务的追求，提升职业素养。5.通过归纳文章结构，并指出本篇记叙文是由两个并列关系的独立案例围绕一个主题构成的记叙文语篇结构和文体特征，帮助学生更好地把握文章的主要内容和逻辑脉络，理解文章的内容和作者的意图。2.Scanningandchartcompleting(1)TasksSstoscanthetextandfinishactivity1bycompletingthechartwithappropriatewords.(2)TaskssomeSstogiveanswersandgivesexplanationswhenneeded.3.Carefulreadingandstatementsticking(1)TasksSstoreadthetextcarefullyandfinishactivity2bytickingthestatementsthataretrueaccordingtothetext.(2)TaskssomeSstogiveanswersandgivesexplanationswhenneeded.4.Discussion(1)Tposestwoquestions:“Whatdefinesexceptionalcustomerservice?”“Howcouldfrontlineservicepersonneldeliverexcellentcustomerservice?”(2)Ssdiscusswiththeirpartnersandtrytoanswerthequestionsaccordingtothetext.(3)TinvitessomeSstosharetheirideas.(4)Tevaluatesthevolunteerstudents’ideasandasksSstomakecommentsonhis/herideas.5.Textanalysis──structureandfeatures(1)TasksSstofindoutthestructureofthetext,whichisatypicalgeneral-specific-generalstructure,includingtheintroduction,twoparallelstoriesofexcellentcustomerserviceandtheconclusion.(2)Tintroducesthefeaturesofthenarrativetext:thetwoparagraphsinthemiddleareparallel,tellingtwodifferentstoriesofexcellentcustomerserviceseparately,andmaybethereisnoobviouslogicalconnectionbetweentheindividualstories,buttheyallrevolvearoundacommontheme,makingthetextclearlystructuredandeasytounderstand.Step4Post-reading26’1.Retelling(1)TencouragesSstoretellthetexttotheirpartnersbyreferringtothechartinactivity1andthestatementsinactivity2.(2)Tinvitesavolunteertoretellthetexttothewholeclass.(3)Tevaluatesthevolunteerstudent’sretellingandasksSstomakecommentsontheirperformance.1.通过文章复述，检验学生对语篇结构和内容的掌握程度。2.通过教授语篇中的语言点，提高学生对语言知识的掌握和运用能力。3.通过选词填空，在语境中学习短语的含义。4.通过选词填空，在语境中学习短语的含义。5.通过范例，学习“re-”前缀表示重复或向后的动作或过程的含义和功能，熟悉此类构词法，增加词汇量。2.LanguageFocusesTexplainstheimportantwords,expressionsandgrammarfocusesinthetext.3.WordsFilling(1)TasksSstochoosethecorrectwordtocompleteeachsentence,changingtheformifnecessary.Tips:TcanaskSstolookforthekeywordsorphrasesinthesentence,whichwillhelpthemgettheanswer.(2)TaskssomeSstogiveanswersandmakesexplanationswhenneeded.4.WordsCircling(1)TasksSstocirclethecorrectwordstoformaphraseandcompleteeachsentence.(2)TaskssomeSstogiveanswersandmakesexplanationswhenneeded.5.WordFormation(1)Tintroducesthemeaningoftheprefixre-:indicatingarepeatingorbackwardactionorprocess.(2)Sscompleteeachsentencebyaddingre-tothegivenword.(3)TaskssomeSstogivetheanswersandexplainthemeaningsofthesentencesandthechangedwords.(4)TasksSstothinkofotherexamplesofaddingthepefix“re-”toanounoraverb,whichmeansarepeatingorbackwardactionorprocess.Step5Summary3’1.Whatmakesexcellentcustomerservice.2.Howfrontlineservicepersonnelcandeliverexcellentcustomerservice.3.Languagefocusesinthetext.Step6Homework2’1.Copyandrecitethenewwordsandexpressions.2.Findmoreexcellentcustomerservicestories.Uploadyouranswersontotheplatform.

单元名称Unit4CustomerService授课内容GrammarandUsageIntegratedSkills授课课时2教学目标1.能够理解宾语从句的定义、类型、功能、形式及用法，能够在具体语境中识别宾语从句，正确使用宾语从句。2.能够运用观察、归纳等学习策略，总结归纳宾语从句的两种主要类型，即及物动词的宾语从句和介词的宾语从句，理解宾语从句使用陈述句语序及其常用连接词，并理解在非正式语体中，作为直接宾语的that从句中省略“that”的用法。3.能够通过阅读所给信息，预测听力内容；听懂关于投诉的对话大意，并获取关键信息。4.能够听懂并掌握关于提出和回应投诉的表达，在听的过程中提取关键信息并能边听边记；能够根据所给情形和图片，进行提出投诉和回应投诉的对话，在相关情境中恰当交流。5.能够掌握跟进投诉邮件的内容要点，分析、归纳对话所获取的信息，完成跟进投诉邮件的写作。6.能够有效识别并解决客户的不满与诉求，明确倾听和沟通的重要性，强化沟通意识、责任意识和服务意识，提升服务品质。教学重点1.观察并归纳宾语从句的定义、类型、功能、形式及用法，能够选择合适的连接词，正确使用宾语从句。2.听懂并掌握关于服务投诉和产品投诉的内容，能够掌握提出和回应投诉的表达方式，并在相关情境中恰当交流应用。3.读懂客户的投诉，并恰当回应投诉，做出道歉并给出解决方法，并能跟进投诉，完成跟进投诉邮件的写作。教学难点1.能在使用宾语从句的时候，选择正确的连接词。2.能在客户投诉的时候积极沟通，做出恰当的回应。3.能跟进投诉处理情况，确保客户获得弥补措施和解决方案，从而促进服务质量的持续改进。教学过程教学环节时间分配主要内容教学活动设计意图Step1GrammarandUsage25’1.Introductiontoobjectclause(1)Tintroducesthedefinitionandfunctionofobjectclause.(2)TshowsthefunctionsandexamplesentencesandasksSstoidentifythetwobasictypesofobjectiveclause,i.e.asobjectofatransitiveverborasobjectofapreposition.(3)TlistssomemoreexamplesentencesandasksSstoobserveandfindoutmorecharacteristicsofanobjectclause.(4)TshowsSsthedeclarativeorderofobjectclausesandtheusageofdifferentlinkingwordsinobjectclauses.引导学生运用观察、归纳等学习策略，思考宾语从句的定义、类型、功能、形式和用法，在具体语境中识别和使用宾语从句。2.Practiceofobjectclause(1)TshowssomesentenceswithtwowordsinthebracketsandasksSstocompleteeachsentencewiththeproperwordsandtranslatethesentences.(2)Sscompleteeachsentencewiththeproperwordsandtranslatethesentences.(3)TaskssomeSstogiveanswersandprovidesguidanceandassistancewhenneeded.Step2Listening(Conversation1)18’1.Listeningforthemainidea(1)TasksSstolookatthepicturesofdifferentplacesandgetreadytolistentoaconversationbetweentwospeakers.(2)TasksSstolistentotheconversationandidentifywhereitismostlikelytakingplace.(3)TaskssomeSstogivetheanswerandmakesexplanationswhenneeded.从真实的对话场景入手，锻炼学生捕捉对话中关键信息的能力，初步认识如何回应服务投诉,激发学生对优秀服务品质的追求。2.Listeningfordetails(1)TasksSstoreadthestatementsandcirclethekeywordsineachstatement.(2)TasksSstolistentotherecordingagainandtickthetruestatements.(3)TaskssomeSstogivetheanswersandmakesexplanationswhenneeded.Step3Listening&Speaking(Conversation2)25’1.Listeningforinformation(1)Ssreadthelisteningmaterial.(2)TasksSstolistentoaconversationbetweenatechnicalsupportrepresentativeandacustomerandfillintheblanks.(3)TaskssomeSstogivetheanswersandmakesexplanationswhenneeded.通过对话，学生学习如何用英语提出投诉和回应投诉，增强他们在实际语言环境中理解和表达的能力；学生从对话中提取关于提出和回应投诉的表达，并补充更多的相关表达，丰富他们的语言词汇和表达方式；通过不同情形，引导学生思考如何有效解决客户提出的不满和诉求，学会换位思考，以积极、耐心的态度进行沟通和回应，从而促进服务质量的持续改进。2.Listeningforusefulexpressions(1)TasksSstolistentotherecordingagainandunderlinethesentencesusedtomakeandrespondtocomplaints.(2)TaskssomeSstotelltherelevantexpressionsintheconversation,andgivesexplanationswhenneeded.(3)TleadsSstolearntheusefulexpressionsformakingandrespondingtocomplaints.(4)ThelpsSstofindoutmoreexpressionstoprepareforthespeakingtask.Speakingpractice(1)TshowsthethreesituationswithpicturesandasksSstoreadthetask:Imagineyouareacustomerservicestaffmemberreceivingacomplaint.(2)TshowsSsanexampleconversationandasksSstousetheconversationideastocreatetheirownresponses.(3)Ssworkinpairs,followtheexampleonthetextbook,andpractisemakingandreceivingacomplaint.Ssareencouragedtousethegivenexpressionsandsentencepatternstomakeandreceivecomplaints.(4)Tinvitessomepairstomakeconversationsinfrontoftheclass.(5)TandSsevaluatetheirperformances.Step4Writing8’Introductiontofollow-upemailTasksSstoreadthefollow-upemailforcustomer’scomplaintwithblanksandtellthesalesmanager’sintentionofwritingtheemail.Ssreadtheemailwithblanksandfindoutthekeyinformationofafollow-upemailforcustomer’scomplaint.学生通过回顾和应用之前对话中学到的关于顾客对产品或服务不满的投诉和客服人员做出的回应，将相关信息转写为跟进投诉电子邮件，巩固和加深对这些语言知识的理解和应用，更好地掌握这些表达方式，提高实际交流中的语言应用能力。2.EmailCompleting(1)TleadsSstoreviewtheconversationbetweenthecustomerandthecustomerservicestaffmember.TasksSstousetheinformationintheconversationtocompletetheemail.(3)TaskssomeSstogivetheanswersandconcludethecontentandformatofafollow-upemailforcustomer’scomplaint.Step5Summary2’1.Definition,function,formandusageoftheobjectclause.2.Usefulexpressionsformakingandrespondingtocomplaints.3.Thecontentandformatoffollow-upemailforcustomer’scomplaint.Step6Homework2’1.Pairwork.Polishyourin-classroleplay,shootavideoanduploaditontotheplatform.2.Writeanemailtofollowuponthecomplaintsinothersituationsinactivity5.

单元名称Unit4CustomerService授课内容ExtendedReadingReal-LifeActivity授课课时2教学目标1.能够读懂聊天机器人与人工客服之间的比较，理解聊天机器人和人工客服各自的优势和区别，掌握在不同情形下选择不同客户支持的原则。2.能够了解比较说明文的说明对象为两个或多个不同事物或概念，侧重对比不同事物或概念来说明其差异、相似点和优缺点的语篇结构；能够熟练识别和掌握说明文下定义、分类别、作比较、举例子等说明方法。3.能够运用速读策略定位文章的背景知识和如何选择两种客户支持的内容；根据所给情境分析、判断，做出选择并表达理由，提供无缝的优秀客户服务。4.能够组织一项针对学校食堂满意度的问卷调查，搜集关于设施、食品、服务、卫生等方面的评价和反馈。5.能够根据评价和反馈找出最不满意的地方，提出改进建议，并能根据所给框架完成一封建议信，与食堂书面沟通。6.能够分析和发现问题，培养勇于探索解决方案、持续改进的精神，践行对卓越服务品质的追求。教学重点1.阅读并了解聊天机器人与人工客服之间的区别和优缺点，以及整合两者优势的重要性。2.阅读并分析比较说明文的语篇结构和文体特征。3.进行食堂满意度调查，发现问题并提出解决方法，培养对优秀服务品质的追求。教学难点1.学会在不同情形下选择聊天机器人或人工客服并说明理由。2.分析调查结果，提出改进方案，并合理清晰地用书面表达诉求。教学过程教学环节时间分配主要内容教学活动设计意图Step1Pre-reading4’SituationintroductionSituation:ChatbotsuseAItomimichumanconversation,allowingthemtounderstandandrespondclearly.Thismakesthemespeciallyvaluableforcustomersupport.Traisesquestionslike:Wouldyoupreferchatbotsorhumancustomersupport?Why?Ssdiscussandexpresstheirviewpointsfreely.导入阅读语篇，引导学生思考聊天机器人和人工客服的选择。Step2While-reading20’1.Fastreadingandchartfilling(1)TasksSstoreadthechartinactivity1andcirclekeywords.(2)TasksSstoreadthetexttofindoutthemainideaanddetailedinformationandfillinthechartinactivity1.(3)TaskssomeSstogivetheanswersandmakesexplanationswhenneeded.1.训练快速阅读的阅读策略，获取篇章主旨大意，抓取篇章关键信息，了解聊天机器人的背景知识和优势、人工客服的优势及选择何种客户支持的依据。2.引导学生对文章进行深层次的思考和分析，思考在实际场景中选择何种客户支持并能给出依据，训练学生知识迁移能力。3.通过分析语篇的写作特点，帮助学生深入地理解文章的本质、作者的意图以及文章所传达的信息。2.Brainstorming,choosingandtellingreasons(1)TasksSstoreadthescenariosandbrainstormmorescenarios.(2)Tlistsallthescenariosontheblackboard.(3)TasksSstochoosewhichtypeofcustomersupporttheywouldpreferineachscenarioandtellthereasons.(4)Tinvitessomevolunteerstosharetheirideaswiththewholeclass.(5)Tevaluatesthevolunteerstudents’ideasandasksSstomakecommentsontheirperformance.3.Textanalysis—structureandfeatures(1)TasksSstothinkabout:Whatisthestructureofanexpositorywriting?–Introduction:startwithanintroductoryparagraphthatintroducesthetopicandprovidesathesisstatement;–Bodyparagraphs:includeseveralbodyparagraphstocoverthetopicindepth;–Conclusion:wrapthingsupandsummarizewhatthebodyparagraphsandthesisstatementsaid.Whatisthetypeofthisexpositoryessay?–Comparativeexpositoryessay.Howdoestheauthorillustratethetwotypesofcustomersupport?–Theauthorcomparesthemobjectivelyinregardtotheiradvantagesandgiveexamplestosupporthisorheropinion.Whataretherhetoricalmodesusedinthisexpositorywriting?–Classification,definition,illustration,comparison.(2)Sstrytoconcludethestructureandrhetoricalmodesofanexpositorywriting.Step3Post-reading13’Retelling(1)TasksSstoretellthestory.(2)Ssworkingroupsandretellthepassagewiththehelpoftheinformationinactivity1.(3)TasksSstoretellthepassageandprovidesassistanceifneeded.通过复述练习，强化对语篇内容和语篇结构的理解，巩固语言知识的学习。Step4Real-LifeActivity39’SatisfactionsurveyforschoolcanteenTask:Theschoolcanteeniscollectingstudentfeedbacktoimproveitsservice.ImagineyouareastudentrepresentativeontheMealCoordinationCommittee.Identifyareasforimprovementinthecanteenandproposesuggestionsaccordingly.(1)TshowsSsasatisfactionsurveyforschoolcanteenandaskSstoratetheirsatisfactionwiththeircanteen’sse