《國際商務(wù)英語函電》電子教案-Unit12

教案學(xué)年第學(xué)期課程《國際商務(wù)英語函電》計劃學(xué)時48授課系別授課專業(yè)授課班級主講教師教研室系（部）年月日教案/學(xué)年第學(xué)期課程計劃學(xué)時授課系別授課專業(yè)授課班級主講教師教研室系（部）年月日首頁學(xué)習(xí)對象分析（根據(jù)不同單元教學(xué)內(nèi)容，開課前進行簡析）學(xué)期教學(xué)工作總結(jié)教案首頁單元/章節(jié)名稱Unit12Claims&Settlement學(xué)時2學(xué)期總課次授課時間第周，星期，第節(jié)學(xué)習(xí)目標(biāo)Afterlearningthisunit,studentscan:Somebasicknowledgeaboutcomplaintsandclaims;thecausesofcomplaintsandclaims;Howtowritealettertocomplainandclaimfortheshortweight.Howtowriteareplylettertosettlethecomplaintandclaimfortheshortage.Howtowritealettertosettlecustomers’complaintsandclaims.教學(xué)重點1.Somebasicknowledgeaboutcomplaintsandclaims:2.Howtowritealettertocomplainandclaimfortheshortweight.教學(xué)難點教學(xué)反思授課內(nèi)容及教學(xué)活動設(shè)計附注（教學(xué)方法、活動形式、輔助手段等）I.SituationalIntroduction李娜實習(xí)的那家公司最近接到了一些投訴信，她也全都閱讀了，從中了解到投訴和處理投訴，索賠和理賠，也是公司業(yè)務(wù)中司空見慣的事。她就這方面的問題和困惑來請教于張經(jīng)理。張經(jīng)理給她講解了投訴是如何發(fā)生的，發(fā)生了又該如何正確對待和妥善處理等等，要求她熟練地掌握常見的術(shù)語，以便更好地理解這方面的英語函電。II.BackgroundKnowledgeIdeally,itshouldnotbenecessarytocomplain,sinceinbusinesseverythingshouldbedonecarefully.Unfortunately,asinotherwalksoflife,thingsdonotworkoutaswellasthat.Errorsoccurandgoodsaremishandled;accidentshappenusuallybecauseofhasteandlackofsupervision.Thereisoftenashortageofstaff,somistakesareinevitableandcustomerscomplain.Complaintsmaybeofseveralkinds,andmayarisefromthedeliveryofwronggoods,damagedgoods,ortoomanyortoofewgoods.Eveniftherightarticlesaredeliveredinrightquantities,theymayarrivelaterthanexpected,thuscausingseveredifficultytothebuyerand,possibly,tohiscustomers.Thenthequalityofthegoodsmaybeunsatisfactory;perhapstheyarenotinconformitywiththesampleorthedescriptiononthebasisofwhichtheywereordered,ortheymaysimplybesecond-rateproducts.III.Impartingknowledge1.Ssdiscusswiththeirpartnersandanswerthefollowingquestionsaftergoingoverthedialogue2.TexplainsthekeyexpressionsinthedialogueandmakesurethatSscanunderstandthedialogue.3.TpreparessomeexerciseIV.PracticeSscancompletethetasksbydiscussingwiththeirpartner.ThelpcheckSs’answers.V.Keywordsandphrases.SscanreadthewordsandphrasesafterTandTcanselectsomeofthemforSstomemorize.VI.KnowledgeconsolidationSsfindouttheanswersbythemselvesandTcaninviteoneortwost