《旅游英語》電子教案-Unit 12

TeachingPlan2014firstsemesterTeacher：CourseEnglishClassDateTeachingMaterial《旅游實用英語》TopicUnit12Complains&ComplaintHandlingTeachingAimsKnowledgetogainCommoncomplaintsComplainthandlingLanguageskillstodevelopTograsplanguageskillsabouthowtomakeappropriateapologies.Todevelopgoodskillsinhandlingcomplaints.FocusinteachingTobuildupstudents’abilitytouseappropriatelanguageindealingwithcustomers’complaints.TeachingAidsBlackboardMulti-mediadeviceHandoutsFlashcardsTeachingPostscriptsAssignmentsPreviewandreviewthenewwordsandexpressions.Makesentenceswithlearnedvocabularyandphrases.Recitethedialoguesinspeaking.Prepare“ReadingandWriting”foranunderstandingcheckinclass.Completetext-basedexercises.SuggestedteachingstepsTeachingContentsWARM-UPSPEAKINGLISTENINGREADING&WRITINGSteponeTheme-baseddiscussion—askstudentstodiscussthefollowingopenendedquestionsWhatarethecomplaintsusuallymadebytourists?Doyouthinktouristcomplaintscanbeavoided?Why?Askstudentstoreadandgetfamiliarwiththelistedwordsinthearea“ImportantWordsandExpressions”.Correctthestudents’pronunciation.Askstudentstocoverthebookandmakethemguessthemeaningsofwordsorexpressionslistedintheboxbyreadingthemoutindifferentorder.Helpstudentslearnandmemorizethenewwordsandexpressionsbygroupingthesametypeofthemplaincomplaint（詞性）apologizeapology（詞性）makeacomplaint（組詞）handleacomplaint（組詞）organizedisorganize(前綴)convenientconvenience（詞性）inconvenientinconvenience(前綴)expectexpectation（詞性）acknowledgeacknowledgement（詞性）solvesolution（詞性）AskstudentstolookatthepicturesandanswerthequestionsinWARM-UP.(MostwordsintheanswersarefromImportantWordsandExpressions.)Theteacherissupposedtohelpstudentstounderstandthepicturesbymakingfulluseofthequestionsraised.Steptwo1.Askstudentstolistentotherecordingof“Speaking”beforehand.2.Inclass,playtherecordingagainandaskstudentstoreadtheconversationsaftertherecording.3.Askstudentstoreadtheconversations.4.Correctstudents’pronunciationandintonationifnecessary.5.HelpstudentsunderstandtheconversationsbyaskingthemquestionslistedinthefirstexerciseforConversation1andtheextraquestionsbelowforConversation2.1)WhatisthecomplaintmadebyRichardSmith?2)Whatisthereasonthatcausesthecomplaint?3)Howdoesthereceptionisthandlethecomplaint?4)IsRichardSmithsatisfiedwiththesolution?6.Languagepoints1)Explainthefollowingwordsandexpressionssatisfactorycomplainaboutseematwo-daytour(=atouroftwodays/atwodays’tour)bedisorganizedastobesupposedtodomakeupforlookintoforawhilebereadyforsth.2)Explainthefollowingstructures--‘Youseemednottohaveaclearpictureastowhereweweregoingandwhenweshouldleave.’(Theprepositionalphrase“asto”isfollowedbytwoclausesintroducedby“where”and“when”.--‘Idoapologizeforcausinginconvenience.’(emphasis)3)Askstudentstomakesentenceswiththewordsandexpressionsabove.7.Pairactivity1)Askstudentstospotcomplaintsmadebytouristsfromtheconversationsandmakealistofthem.2)Askstudentstospottheproperresponsestocomplaintsfromtheconversationsandmakealistofthemsuchas--Whatseemstobetheproblem?--I’mterriblysorryforthat.--Isanythingthematter?3)Askstudentstoroleplaytheconversations.4)Onestudentasksquestions,theothertriestoanswerthemwithoutlookingatthetextbook.5)Helpstudentscompletethesecondexercise.8.Instructstudentstoreadtheexpressionsin“UsefulExpressionsonComplaints”andrecitethem.StepthreeAskstudentstolistentothewholeconversationintherecordingthreetimesandaskthemtochoosetheanswers.Checkstudents’answersandencouragethemtotoanswersomequestionincompletesentences.Forexample:Whyisherroomsonoisy?(Question7)--Thatisbecauseitisbesidethestairs./becauseitisonthefirstfloor/becauseitisbesidethetoilet.WhatisLisa’sanotherproblem?(Question8)--Heranotherproblemisaboutthetoiletthatisnotgood/thelightthatistoodim/theTVthatisnotgood.3)HowdoesthereceptionisthandleLisa’sanotherproblem?--ThereceptionisthandlesLisa’sanotherproblembypayingsomemoneytoher/helpingtofitthetoilethimself/askingsomeonetochecktheproblem.Playtherecordingoncemoreandaskstudentstopayattentiontotheexpressionsregardingcomplaintmakingandresponsestocomplaints.Askstudentstoimitatetheconversationandpracticebypairs.Stepfour1.Beforeclass--AskthestudentstopreviewthetextbylisteningtotherecordinginCDincludingthenewwordsandthetextandtrytoanswerthequestions.--Askstudentstodothefirstexerciselistedafter“READING&WRITING”.2.Inclass2.1VocabularylearningAskstudentstoreadthenewwords.Explaintheusageofthenewwordsandexpressionsespeciallythefollowing.beregardedasmeetone’sexpectationinotherwordsfriendlyinaccordancewithresultinoccurbelikelyto2.2Textcomprehension1)Checkstudents’understandingofthetextwiththequestionslistedinthefirstexerciseafter“Reading&Writing”.2)Explainthefollowingpatterns--‘Noteveryguestwillmakeacomplainteventhoughheorsheisangry.’Notes:Remindstudentsofthefollowingpointswhentheyuse“eventhough”:The‘eventhough’clauseisnotusedwiththeword‘but’inthemainsentence.Theclauseintroducedby“eventhough”canbeplacedatthebeginning.Thetenseinthe“eventhough”clauseshouldbeapresenttenseratherthanafuturetense.--‘Guestscomplainwhentheydonotreceivewhattheythoughttheyshouldhavereceived.’(twoclausesintroducedby‘when’asanadverbialandby‘what’asanobject賓語oftheverb‘receive’.--‘Listedherearesomeoftheservice-relatedcomplaintsfromguests:’(invertedstructure)--‘Onlywhenservicesectorslistentotheirguests’complaintswillinglycantheyhandlethecomplaintsproperly.’(invertedstructure)--‘Bethankfulfortheguests’feedbacks