教学目标 知识与技能：

1. The teacher try to improve the students’ listening comprehension and oral English.

2. Learn how to make, accept, delay and reject a complaint.

过程与方法：

Ss will learn to understand the conversation by underlining the sentences about making a complaint.

情感、态度和价值观：

Ss will learn to make a complaint and how to deal with customers politely in communication.

教学重点 1. How to make, accept, delay and reject a complaint.

2. Key words and phrases:    

under warranty;    have a trouble & difficulty in doing sth;

put through=get through;   cut out;    have a service contract etc.

教学难点 Key words and phrases

教法 听说法 (Audio-lingual Method)

学法 Learning through remembering

教学过程 主要教学内容

准备阶段 预习导航 1. What really annoys you?  

2. What would you like us to do ?

情境导入 Review what we have learnt last class by asking them to have a dictation.

探究阶段 探索新知 1. get through  

1）通过，穿过 

Eg. The woman was so fat that she couldn’t get through the doorway.

2 ) (工作)完成；（测验）合格

Eg. When you get through with your work, let’s go out.

3) 接通电话

Eg.  I rang you several times but couldn’t get through.

拓展练习:  (      ) Excuse me, can you _______ Dan… Daniel?

A. get me through to            B. get through me   

C. get me through              D. get me to through

2. put through： 接通电话、做成、完成、使经历

Eg. The call has been put through.

At last we successfully put through the business deal.

与put 有关的词组：

put on                   put up 

   put out                   put off 

put into use                put away 

put up with 

拓展练习: (       ) The project was ____________due to an accident.

A. put out       B. put off        C. put up       C. put down

3. wish v. / n. 

1) 作名词:希望；愿望; 用作复数时表示“祝愿；好意”等。

eg: Give my best wishes to you. 

2) wish + that从句表示“愿望”，从句动词要用虚拟语气。

eg：I wish that I were ten years younger.（与现在情况相反）

  I wish that I had passed the exam yesterday.(与过去情况相反)

巩固练习

1. Recite Conversation A.

2. Learn the key phrases and sentences by heart and get prepared for a dictation.

3．Preview Reading and finish the relevant Exx. on WB.

总结阶段 总结评价 Review the occupations we have learnt

投诉，抱怨             合同                 停止

            

保用单                 不愉快的              完全的   

             

道歉                   技术员               立即，马上  

                

退款                   熨斗                 差额，余额 

拓展提升 Making a complaints: 

 I’m afraid I have to make a serious complains.

 Look, I’m sorry to trouble you, but…

 Excuse me, there seems to be something wrong with…

Accepting a complaint:

 Oh, I’m sorry about that.

 I can’t tell you how sorry I am.

 I wish it never happened.

Delaying a complaint:

 I’m afraid we can’t help you at the moment. Could you

    Leave your phone number and address? We will contact you soon.

Rejecting a complaint:

    Well. I’m afraid there isn’t much I can do about it.

    Well. I’m afraid there is nothing I can do about it actually.

板书设计

complaint         

contract 

apologize.

refund 

overheat 

warranty  

technician  

balance