新职业英语1 Unit 7 Teaching Plan - 图文

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English for Careers 1

Unit 7 Customer Service Teaching objective After studying this unit, the students are able to master the key words and structures, and more importantly, to communicate for the following purposes: ? understanding successfully measuring customer satisfaction ? understanding a product’s limited warranty ? making and handling a complaint ? understanding and writing a letter of adjustment ? doing a survey with a questionnaire and drafting a summary ? mastering adverbial clauses The method of approach 1. Discussing, listening, reading, presenting, and role-playing by the students; 2. Explanation and demonstration by the teacher; 3. After-class research and practice by the students. Unit content Reading A: I Really Want to Know Reading B: Motorola Limited Warranty Listening & Speaking: Handling Complains Writing: Letter of Adjustment Mini-project: Customer Satisfaction Survey Grammar: Adverbial Clauses Time requirement: 8-9 periods 1

Unit Focus

go off deserve gain admirable measure entire

implement establish obtain particular survey comment fill out deposit think twice in place hand out urge distribution

Teaching procedures

This unit is arranged for a time span of 8 hours, during which a time limit is suggested for each step. Though it’s always important to keep a time limit in mind for each activity, a teacher should never stick to a rigid time plan in teaching, but rather follow a more flexible time table when dealing with unexpected in-class occurrences and make necessary adjustments accordingly. Note that not every step suggested here is a must in teaching. A teacher can make whatever changes he thinks necessary.

Hour 1:

Course introduction 45 minutes Warming-up

Task 1 10 minutes

Objective: Ss learn how to collect customer opinions through a survey. Steps:

? Explain briefly what a survey is. E.g. “A survey is a method of gathering

information from a sample of individuals. The goal is to find out people’s stand or opinion on certain matters.”

? Explain any difficult words in the survey form. ? Ask Ss to complete the survey individually.

Task 2 10 minutes

Objective: Ss can analyze data, find problems and give solutions. Steps:

? Ss read Warming-up Task 2.

? Divide the class into groups of 4-6 students and ask each group to collect and analyze the data.

? Ask some groups to present their conclusions and solutions to the class. ? Comment briefly on their work.

New words in Reading A 15 minutes

Objective: Ss can get familiar with the new words and expressions, etc..

Steps:

? Ss listen to the new words and expressions, etc. ? Ss read the new words and expressions, etc.

Notes: For a class with higher English proficiency, the teacher may follow the

following steps:

? Ss preview the new words and expressions. ? Ss read the new words and expressions.

? Ss dictate several important new words and expressions.

Discussions before Reading A 10 minutes

Objective: Ss can get familiar with the new words and expressions, etc.. Steps:

? Ss know something about Reading A. ? Ss discuss the following two questions:

1. Why did the writer and his wife go to their favorite restaurant for dinner? 2. In order to successfully measure customer satisfaction, what should you pay

attention to?

? Comment briefly on their work.

Hours 2-3:

Reading A 45 minutes

Language points 35 minutes

Paragraph 1 go off: to stop

e.g. He went off driving after the accident.

deserve: v. to have earned something by good or bad actions or behavior e.g. You’ve been working all the morning—I think you deserve a rest. gain: v. to increase in weight, speed, height or value e.g. Last week I gained another five pounds.

Paragraph 3

admirable: a. having many good qualities that people respect and admire e.g. This essay is admirable in all respects.

measure: v. to judge the importance or value of something

e.g. Education shouldn’t be measured only by examination results. entire: a. whole; complete

e.g. It was the worst day in my entire life.

implement: v. to take action or put into practice

e.g. We have decided to implement the president’s suggestion in full. establish: v. to start; to set up

e.g. My grandfather established the family business in 1938.

The relationships between the two companies were established two years ago. obtain: v. to get something especially by means of effort e.g. We wish to obtain first-hand information.

particular: a. unusual, single and different from others e.g. They have conducted a research in this particular field.

Paragraph 4

survey: n. a general examination or study (of conditions, opinions, etc.), especially

carried out by asking people questions

e.g. A recent survey shows that many teenagers spend three hours a day playing

computer games.

comment: n. opinion given briefly in speech or writing about something or someone e.g. Do you have any comments to make upon my story?

fill out: to complete (a form) by answering the questions in the spaces provided e.g. Could you fill out this application form quickly?

Paragraph 5

deposit: v. to put something down in a particular place; to put money or something

valuable in a bank or other places where it will be safe e.g. She deposited her case in the corner.

You are advised to deposit your valuables in the hotel safe. think twice: to think very carefully about something

e.g. The teacher advised him to think twice before deciding to quit school. Paragraph 6

in place: in existence and ready to be used e.g. The new regulations are now in place.

hand out: to give something to each member of a group e.g. Could you start handing these books out, please?

Paragraph 7

urge: v. to strongly advise someone to do something e.g. Brown urged her to reconsider his decision.

distribution: n. the act of sharing things among a large group of people in a planned

way

e.g. The distribution of the food supplies in the earthquake area began two days ago.

Task 1 5 minutes

Objective: Ss can find some specific information in the passage. Steps:

? Ss do Task 1.

? Ask Ss to work individually. ? Check the answers.