英語基礎(chǔ)模塊3UNIT4學(xué)習(xí)教案

1、會計學(xué)1第一頁，共62頁。第1頁/共62頁第二頁，共62頁。第2頁/共62頁第三頁，共62頁。Discuss and list.Click to add Title1When there is something wrong with the goods.egClick to add Title2 1When there is some quality problem.Click to add Title1 2When people gets the wrong commodity.Click to add Title2 3When people are not satisfied with

2、the service.第3頁/共62頁第四頁，共62頁。Discuss and list.Click to add Title1When there is something wrong with the goods.egClick to add Title2 4When the clerk is not polite.Click to add Title1 5when the goods is delayed.Click to add Title2 6When the suitcase is damaged traveling by air.第4頁/共62頁第五頁，共62頁。Look an

3、d match.This shirt is of the wrong size.There is something wrong with the alarm of my watch.These leaflets are incorrectly produced.The cameras are badly damaged.第5頁/共62頁第六頁，共62頁。Listen and answer.1. Why does the customer want to return the shirt?2. What does the customer say to complain?Because the

4、 shirt is of the wrong size.Id like to have this shirt replaced.第6頁/共62頁第七頁，共62頁。第7頁/共62頁第八頁，共62頁。Listen and complete.Tim went to the shop tohave his watch replaced.第8頁/共62頁第九頁，共62頁。Listen and tick.Name of the CustomerTimItem watch alarmProblem something wrong with the alarm something wrong with the

5、 belt of the watch other: _Time of Purchase this week last week other: _Solution replace refund other: _Customer Signature_Tim第9頁/共62頁第十頁，共62頁。Tim:Mom:Tim:Ive got to go now. Ill have to go to the shop before work.Whats the matter?Ill have to have my watch replaced because there is something wrong wi

6、th the alarm.Tim is leaving home.Tim is talking to the staff.Staff:Tim:Staff:Tim:Good morning! How can I help you, sir?I bought this watch in your shop but it doesnt work very well.What is the problem?The alarm doesnt work and when I took off the watch yesterday, I found it left a green mark on my w

7、rist.Listen and underline.第10頁/共62頁第十一頁，共62頁。Did you wear the watch in the shower, sir?No. I took it off before taking the shower.When did you buy this watch?I bought it one week ago and its still under guarantee. Im very disappointed at its quality.Im so sorry for the inconvenience we have caused y

8、ou. Would you like a refund?No, Id rather have the watch replaced please.No problem, sir. Would you please show me your receipt so that I can take down some details? Well get this watch exchanged for you in no time.Thank you.Listen and underline.Staff:Tim:Staff:Tim:Staff:Tim:Staff:Tim:第11頁/共62頁第十二頁，

9、共62頁。Look and talk.A: Ill have to have this _.B: What is the problem?A: Whats next? _.B: _. 第12頁/共62頁第十三頁，共62頁。Act and practice. You are a customer.The CD player you boughtlast week doesnt work very well. The radio didntwork and the CD stoppedworking too. You wouldlike a refund. You are the staff of

10、 the shop. Make sure youunderstand the problem,check the receipt and agree to give the customer a refund.第13頁/共62頁第十四頁，共62頁。Its not what you promised.How do you expect us to solve the problem?Can you provide ?Contact us again if you have any other problems.這與你們承諾的不一致(yzh)。您希望如何解決呢？您能提供 嗎？如再有問題請與我們聯(lián)系

11、。第14頁/共62頁第十五頁，共62頁。第15頁/共62頁第十六頁，共62頁。Discuss and answer.What would you do in the following situations?Your goods are incorrectly produced.The assembly line breaks down.The customer complains to you.第16頁/共62頁第十七頁，共62頁。Dear Mr Smith, I felt very sorry to read your letter of August 17 about the incor

12、rectly produced leaflets. Since we have been partners for so long, I have already worked out a solution to this problem. Thomas R. SmithDrivers Co.3489 Green Ave.Olympia, WA 98502Read and choose.第17頁/共62頁第十八頁，共62頁。 First of all, I express my apology for the delayed production. The assembly line of o

13、ur company broke down so that we couldnt finish it on time. As we have signed the contract, we will pay for your loss. Secondly, as for the incorrectly produced leaflets, I think there must have been a communication problem between us. We thought that you expected black and white leaflets. Were sorr

14、y for the mistake and well take all the incorrect leaflets back and produce full color copies for you immediately. Whats more, we will reduce the price by 10%. Read and choose.第18頁/共62頁第十九頁，共62頁。 You can decide on when and where to take the photos again. Our photographer will arrange for you to meet

15、, wherever you want to. Sorry again for all the trouble. Hope there will be no more misunderstandings. Thank you for your patience.Sincerely,Richard BrownPresidentRead and choose.第19頁/共62頁第二十頁，共62頁。Read and choose.What is the letter for?Making a complaint.Discussing a project with a business partner

16、.Expressing gratitude.Dealing with customers complaint.第20頁/共62頁第二十一頁，共62頁。Read and complete.ProblemReasonSolutiondelay of productionincorrectly produced leafletsThe assembly line of thecompany broken down.There was a communicationproblem. They thought Mr Smith wanted black and White leaflets.Pay fo

17、r Mr Smiths loss.Take the incorrectleaflets back and producethe full color leafletsimmediately. Reducethe price for Mr Smith by 10%.第21頁/共62頁第二十二頁，共62頁。Read and discuss.1)We were very disappointed to see the leaflets you produced for our company.2)We expected to get the leaflets on August 10, but yo

18、u sent them to us on August 16.3)The color of the leaflets is not as beautiful as we agreed in the contract.4)We expected full color leaflets, but instead, we found black and white photos in the leaflets.5)The delay of 6 days has caused us a big loss.( )( )( )( )( )第22頁/共62頁第二十三頁，共62頁。第23頁/共62頁第二十四頁

19、，共62頁。Read and answer.Dear Sir, We are writing to inform you that the cameras we ordered on July 13 arrived in unsatisfactory condition. After examination, we found that 5 cameras were badly damaged, obviously because of the poor packing. Therefore, we cannot sell them at the normal price and sugges

20、t that you give us a 10% discount. If you cannot accept, Im afraid we shall have to return them for replacement. Hope you understand that we expect compensation for our damaged goods. Yours, Carl Thomas第24頁/共62頁第二十五頁，共62頁。2) If you were the manager, would you agree to give a discount to the customer

21、s? Why or why not? _3) If you were the manager, what would you do to avoid such inconvenience to customers in the future? _1) What had happened to the cameras by the time they reached the customers? _The cameras were badly damaged.Yes, because the damage brought inconvenience to the customers.We may

22、 set up some regulations to avoid similar problems.Read and answer.第25頁/共62頁第二十六頁，共62頁。Read and complete. first of all secondly whats moreBB Bridge Ltd.132 Riverside RoadLondon, EnglandDear Mr Thomas, I am very sorry to learn from your letter of August 15 that the cameras you ordered on July 13 were

23、 damaged during shipping. 第26頁/共62頁第二十七頁，共62頁。 first of all secondly whats more _, I express my apology for the inconvenience we caused you. _, _ as you asked. We _, _ _ to avoid future inconvenience to customers. We regret your need to write to us, and we guarantee the safe delivery of your orders

24、in future. Yours, John BarrettFirstwe agree to give you a 10% discount have invited the consultantto give us some suggestionsWhats moreSecondlyRead and complete.第27頁/共62頁第二十八頁，共62頁。第28頁/共62頁第二十九頁，共62頁。Ill have to have my watch fixed because there is something wrong with the alarm.Would you please sh

25、ow me your receipt so that I can take down some details?Since we have been partners for so long, I have already found a solution to this problem.The assembly line of our company broke down so that we couldnt finish it in time.As we have signed the contract, we will pay for your loss.Grammar focusGra

26、mmar focus第29頁/共62頁第三十頁，共62頁。I attended an English course so that I could improve my speaking.1He looks tired and sleepy because he stayed up very late last night.32Since he cant answer this question, wed better ask someone else.43We are here to tell you the good news.4He got a prize for finding the

27、 most mistakes.5Underline and group.Words or Phrases for PurposeWords or Phrases for ReasonSo that?To tell youbecausesincefor第30頁/共62頁第三十一頁，共62頁。Everybody stayed under the tree.It was very hot last night.1.Jane is very confident about getting this job.She has a lot of work experience. As she has a l

28、ot of work experience, Jane is very confident about getting the job.Read and combine. As it was very hot last night, everybody stayed under the tree.第31頁/共62頁第三十二頁，共62頁。The boy couldnt draw money from the ATM.He forgot the pin.2.Jane is very confident about getting this job.She has a lot of work exp

29、erience. As she has a lot of work experience, Jane is very confident about getting the job.Read and combine. The boy couldnt draw money from the ATM because he forgot the pin.第32頁/共62頁第三十三頁，共62頁。Nobody wants to be his partner.He often delays his work.3.Jane is very confident about getting this job.S

30、he has a lot of work experience. As she has a lot of work experience, Jane is very confident about getting the job.Read and combine. Since he often delays his work, nobody wants to be his partner.第33頁/共62頁第三十四頁，共62頁。They all passed the exam.They would get the certificate.4.Jane is very confident abo

31、ut getting this job.She has a lot of work experience. As she has a lot of work experience, Jane is very confident about getting the job.Read and combine. They all passed the exam, so that they would get the certificate.第34頁/共62頁第三十五頁，共62頁。Look and complete.“Are you going to the shop again?”“Yes. Ill

32、 have to exchange the MP4 player I bought yesterday.”第35頁/共62頁第三十六頁，共62頁?！癐m sorry to say but the MP4 player I boughtyesterday doesnt work very well. ”Look and complete.第36頁/共62頁第三十七頁，共62頁。“May I have a look at your receipt? Ill have to make a record.”Look and complete.第37頁/共62頁第三十八頁，共62頁?！癐ll have

33、to go to the second floor to get you a new one. Please wait for a moment.”Look and complete.第38頁/共62頁第三十九頁，共62頁。“Thank you for your help.”Look and complete.第39頁/共62頁第四十頁，共62頁。Look and complete. David went to the bookstore today _ _. He asked the staff to exchange the MP4 player for him _. The stuff

34、asked him to show his receipt _. Then she asked David to wait for a moment _ _. David was very happy and gave thanks to the staff _. because he had to change hisMP4 player because the one he bought yesterday didnt work very well so that she could make a record for she had to go to theSecond floor to

35、 get him a new onesince the staff gave him a lot of help第40頁/共62頁第四十一頁，共62頁。Vocabulary practiceRead and tick.you may return the product if you are disappointed at it.1 1you cannot return the product if it is cheap.1 2you neednt pay for the service if the product is still under guarantee.3第41頁/共62頁第四

36、十二頁，共62頁。Read and tick.you should extend an apology to the staff before making your complaint.4the staff should take down the detailed information of the product.1 5you can ask for a refund if the company agrees to repair the product.1 6第42頁/共62頁第四十三頁，共62頁。1leave a markDiscuss and write.2reduce the

37、price4work out a solution5ask for a refund3sign a contractmark shower leave reduce signpay price solution take complaintrefund make work contract asktake a shower6make a complaint第43頁/共62頁第四十四頁，共62頁。Read and complete.John:Mr Green:John:Mr Green:John:decide on communication problem incorrectly produc

38、edreduce pay for your loss disappointed atHello. This is John speaking. Id like to talk to Mr Green.This is Green speaking. What can I do for you?Im afraid I have to say we are _ the products you sent to us yesterday.What is the problem?The products are _. We ordered 100 pink T-shirts this time, but

39、 you sent us 150 red ones.disappointed atincorrectly produced第44頁/共62頁第四十五頁，共62頁。decide on communication problem incorrectly producedreduce pay for your loss disappointed atMr Green:John:Mr Green:John:Mr Green:Im terribly sorry. I think there must be a _ _. Well take them back and _ the payment for

40、you.Some customers have cancelled their order because of the delay of the product.Im sorry for that and according to the contract well _.Thats fine. Id like to know when I can get the T-shirts.You can _ when we send you the T-shirts.Read and complete. Communicationproblemreducepay for your lossdecid

41、e on第45頁/共62頁第四十六頁，共62頁。Look and tell.be disappointed to decide on expect under guaranteetake down details ask for a refund pay for repair the product第46頁/共62頁第四十七頁，共62頁。Look and tell. Last week I bought a mobile phone, but I was disappointed to find that it didnt work very well. I went to the shop

42、and expected to have it repaired since it was still under guarantee. The staff asked me to show her my receipt so that she could take down the details. I gave her the receipt and asked if I could ask for a refund too. She told me I could choose asking for a refund or having the phone repaired. I won

43、dered whether I would have to pay for it if I had it repaired. She told me I neednt pay for anything since the phone was still under guarantee. I was very happy to hear that. Half an hour later, I got my phone again and everything is OK then.第47頁/共62頁第四十八頁，共62頁。第48頁/共62頁第四十九頁，共62頁。 Suppose you are a

44、 member of a company. The manager asks you to make a memo for dealing with customers complaints. Please work in groups to develop a memo and choose the best one for the company.1.Imagine a situation, and discuss what complaints customers usually make. _ _Work out a memo on dealing with customers com

45、plaints.第49頁/共62頁第五十頁，共62頁。Work out a memo on dealing with customers complaints.2. Discuss what the staff should do to deal with the complaints. _ _3. Discuss and work out a procedure on how to deal with complaints. _ _4. Make a memo for the staff on dealing with complaints. _ _第50頁/共62頁第五十一頁，共62頁。W

46、ork out a memo on dealing with customers complaints.Common complaints: _ _What customers should provide: _Procedure for dealing with complaints:First, _Second, _Third, _Reminder: _MEMO5. Present your memo and choose the best one.第51頁/共62頁第五十二頁，共62頁。第52頁/共62頁第五十三頁，共62頁。( ) complain( ) alarm( ) leaflet( ) produce( ) dictionary( ) missing( ) dirty( ) size( ) receipt( ) refund( ) quality( ) detailed( ) partner( ) take down( ) assembly line( ) express apology( ) be disappointed at( ) make a complaint( ) under guarantee( ) work out a solution( ) pay for the loss第53頁/共62頁第五十四頁，共62頁。( ) make