荷塘春綠-植物

1、教學(xué)設(shè)計教學(xué)設(shè)計41235u 專業(yè)名稱：通信運(yùn)營與管理專業(yè)名稱：通信運(yùn)營與管理 崗位名稱：話務(wù)員、呼叫服務(wù)員、客服代表、電話營銷人員、坐席代表等；崗位名稱：話務(wù)員、呼叫服務(wù)員、客服代表、電話營銷人員、坐席代表等；u 培養(yǎng)目標(biāo)：培養(yǎng)目標(biāo)：具有較高的文化素質(zhì)和職業(yè)道德等綜合素質(zhì)，能運(yùn)用電話或計算機(jī)互聯(lián)網(wǎng)絡(luò)等通具有較高的文化素質(zhì)和職業(yè)道德等綜合素質(zhì)，能運(yùn)用電話或計算機(jī)互聯(lián)網(wǎng)絡(luò)等通訊方式，專門受理、解決客戶訴求、分析統(tǒng)計客戶信息、回訪或開發(fā)新客戶的初訊方式，專門受理、解決客戶訴求、分析統(tǒng)計客戶信息、回訪或開發(fā)新客戶的初級客戶信息服務(wù)人員。級客戶信息服務(wù)人員。v 主要工作主要工作：v （1 1）受理客戶

2、通過電話、計算機(jī)互聯(lián)網(wǎng)絡(luò)提出的訴求，或主動向客戶傳遞相關(guān)）受理客戶通過電話、計算機(jī)互聯(lián)網(wǎng)絡(luò)提出的訴求，或主動向客戶傳遞相關(guān)信息、銷售產(chǎn)品或服務(wù)；信息、銷售產(chǎn)品或服務(wù)；v （2 2）通過呼叫中心存儲的相關(guān)業(yè)務(wù)信息或依托相關(guān)服務(wù)系統(tǒng)解決客戶提出的訴）通過呼叫中心存儲的相關(guān)業(yè)務(wù)信息或依托相關(guān)服務(wù)系統(tǒng)解決客戶提出的訴求；求；v （3 3）對受理的各類客戶信息進(jìn)行匯總、統(tǒng)計和分析，為上級或相關(guān)部門決策提）對受理的各類客戶信息進(jìn)行匯總、統(tǒng)計和分析，為上級或相關(guān)部門決策提供依據(jù)。供依據(jù)。文化課：語文、數(shù)學(xué)、外語、文化課：語文、數(shù)學(xué)、外語、 體育、德育、體育、德育、 地理地理 ；專業(yè)課：北京旅游地理、商務(wù)禮儀

3、、公共專業(yè)課：北京旅游地理、商務(wù)禮儀、公共關(guān)系、發(fā)音及普通話訓(xùn)練、呼叫基礎(chǔ)、計關(guān)系、發(fā)音及普通話訓(xùn)練、呼叫基礎(chǔ)、計算機(jī)辦公軟件、文字錄入、電話禮儀接待、算機(jī)辦公軟件、文字錄入、電話禮儀接待、網(wǎng)絡(luò)基礎(chǔ)、網(wǎng)絡(luò)基礎(chǔ)、 職業(yè)指導(dǎo)、客戶服務(wù)、電話禮職業(yè)指導(dǎo)、客戶服務(wù)、電話禮儀接待儀接待、 語文課屬公共基礎(chǔ)課程。目前使用教材為高等教育出版社語文課屬公共基礎(chǔ)課程。目前使用教材為高等教育出版社的職業(yè)教育教材的職業(yè)教育教材語文語文（基礎(chǔ)模塊）上、下兩冊。課時數(shù)為（基礎(chǔ)模塊）上、下兩冊。課時數(shù)為每周每周3 3課時?；A(chǔ)模塊是各專業(yè)學(xué)生必修的基礎(chǔ)性內(nèi)容和應(yīng)該課時?；A(chǔ)模塊是各專業(yè)學(xué)生必修的基礎(chǔ)性內(nèi)容和應(yīng)該達(dá)到的基本

4、要求，教學(xué)時數(shù)為達(dá)到的基本要求，教學(xué)時數(shù)為160180160180學(xué)時。學(xué)時。 “ “ 語文是最重要的交際工具，是人類文化的重要組成部語文是最重要的交際工具，是人類文化的重要組成部分。工具性與人文性的統(tǒng)一，是語文課程的基本特點(diǎn)。語文課分。工具性與人文性的統(tǒng)一，是語文課程的基本特點(diǎn)。語文課程是中等職業(yè)學(xué)校學(xué)生必修的一門公共基礎(chǔ)課。本課程的任務(wù)程是中等職業(yè)學(xué)校學(xué)生必修的一門公共基礎(chǔ)課。本課程的任務(wù)是：指導(dǎo)學(xué)生正確理解與運(yùn)用祖國的語言文字，注重基本技能是：指導(dǎo)學(xué)生正確理解與運(yùn)用祖國的語言文字，注重基本技能的訓(xùn)練和思維發(fā)展，加強(qiáng)語文實(shí)踐，培養(yǎng)語文的應(yīng)用能力，為的訓(xùn)練和思維發(fā)展，加強(qiáng)語文實(shí)踐，培養(yǎng)語文的

5、應(yīng)用能力，為綜合職業(yè)能力的形成，以及繼續(xù)學(xué)習(xí)奠定基礎(chǔ)；提高學(xué)生的思綜合職業(yè)能力的形成，以及繼續(xù)學(xué)習(xí)奠定基礎(chǔ)；提高學(xué)生的思想道德修養(yǎng)和科學(xué)文化素養(yǎng)，弘揚(yáng)民族優(yōu)秀文化和吸收人類進(jìn)想道德修養(yǎng)和科學(xué)文化素養(yǎng)，弘揚(yáng)民族優(yōu)秀文化和吸收人類進(jìn)步文化，為培養(yǎng)高素質(zhì)勞動者服務(wù)。步文化，為培養(yǎng)高素質(zhì)勞動者服務(wù)?！闭Z文教學(xué)大綱語文教學(xué)大綱 與此相聯(lián)系的課程：與此相聯(lián)系的課程：德育、發(fā)音及普通話訓(xùn)練、客戶服務(wù)、德育、發(fā)音及普通話訓(xùn)練、客戶服務(wù)、電話禮儀接待電話禮儀接待語文課程體現(xiàn)在通信專業(yè)學(xué)習(xí)的作用是語文課程體現(xiàn)在通信專業(yè)學(xué)習(xí)的作用是通過對文學(xué)作品的閱讀學(xué)習(xí)培養(yǎng)學(xué)生情感態(tài)度價值觀的形成；通過對文學(xué)作品的閱讀學(xué)習(xí)培養(yǎng)學(xué)

6、生情感態(tài)度價值觀的形成；通過對口語和書面語言應(yīng)用能力的培養(yǎng)，促進(jìn)相關(guān)專業(yè)語言技通過對口語和書面語言應(yīng)用能力的培養(yǎng)，促進(jìn)相關(guān)專業(yè)語言技能的提高；能的提高；語文課程對應(yīng)的崗位能力有：語文課程對應(yīng)的崗位能力有：指導(dǎo)學(xué)生學(xué)習(xí)必需的語文基礎(chǔ)知識，掌握日常生活和職業(yè)崗位需要的現(xiàn)代文閱讀能力、寫作能力、口語交際能力，具有初步的文學(xué)作品欣賞能力和淺易文言文閱讀能力。指導(dǎo)學(xué)生掌握基本的語文學(xué)習(xí)方法，養(yǎng)成自學(xué)和運(yùn)用語文的良好習(xí)慣。引導(dǎo)學(xué)生重視語言的積累和感悟，接受優(yōu)秀文化的熏陶，提高思想品德修養(yǎng)和審美情趣，形成良好的個性、健全的人格，促進(jìn)職業(yè)生涯的發(fā)展。總體教學(xué)目標(biāo)總體教學(xué)目標(biāo)教學(xué)內(nèi)容教學(xué)內(nèi)容1.閱讀與欣賞正確認(rèn)

7、讀并書寫3500個常用漢字。能使用常用漢語工具書查閱字音、字形、字義，正確區(qū)分常用的同音字、形近字。能用普通話朗讀課文。閱讀各種優(yōu)秀作品，體會其豐富內(nèi)涵,加深和拓寬對自然、社會、人生等問題的思考和認(rèn)識。能了解散文、詩歌、小說、戲劇等文學(xué)形式的特點(diǎn)。能利用網(wǎng)絡(luò)等搜集、篩選和提取有用的信息。誦讀教材中的古代詩文，大體理解內(nèi)容，背誦或默寫其中的名句、名段、名篇。激發(fā)學(xué)習(xí)古代詩文的興趣，增強(qiáng)熱愛中華民族傳統(tǒng)文化的思想感情。掌握精讀、略讀、瀏覽等閱讀方式。教學(xué)內(nèi)容教學(xué)內(nèi)容2.表達(dá)與交流（1）口語交際Your TextYour TextYour TextYour TextClick to edit tit

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