教学目标 知识与技能：

Let students learn a letter of complaint and master the key language points in the text.

过程与方法： 

Using the method of scanning, skimming and careful reading to learn the passage.

情感、态度和价值观：

Ss will know how to write a complaint letter and at the same time how to write an adjustment letter to better serve customers.

教学重点 1. Enable Ss to retell the main idea of the passage and translate some important sentences by themselves.

2. Key points:   

voice your complaints             much to my regret 

place a complaint against           with the intention of doing   

remove… from….                 be unable to do \

murmur something unpleasant       It’s one’s duty to do sth

turn a deaf ear to                  look into  

教学难点 1. Key sentences.

2. Learn to write a complaint letter.

教法 情境教学法（Situational Teaching Method）

学法 Learning through cooperating and remembering.

教学过程 主要教学内容

准备阶段 预习导航 Review what we have learnt in last class by asking them read the dialogue on page51

情境导入 .Ask students to preview the new words and expressions in this part.

探究阶段 探索新知 A  do you have a service contract?

1. Listen to the conversation and circle the correct answer.

   □  problems with a machine.

□  how to use a newly bought machine.

□  pricing of machine

2. Listen again.Then underline the sentences expressing lack of understanding. .

   Jim:  I’ve had a lot of trouble getting through to you. ____________________________________.

   Clerk:  I’m sorry. _______________________________.Please explain the problem, and I’ll see what I can do.

   Jim:  Ok, well, _______________________. It keeps stopping. _____________________, and then cuts out.

   Clerk:  ___________________________, do you have a service contract?

   Jim:   Yes. it’s still under warranty._______________________________.

   Clerk:  I completely understand and apologize. _______________________.

          I’ll get technician out to you immediately.

3.Rearrange the Useful Expressions 

Making a complaint

Accepting a complaint

Delaying a complaint

rejecting a complaint

巩固练习 B  can I refund this TV?

 1. Listen to the conversation and circle the correct answer

  How is the complaint solved?

 □  the customer will go home with a new TV

□  the customer will give back the TV and get his money back.

□  the customer will change the TV for something else.

2. Listen again and tick true or false.

 

 ①  the customer wants to refund the TV because there is something wrong with it.

②  the TV is more expensive than the iron.

③  the coupons can be used as cash in the stone.

④  the customer chooses to take an iron.

⑤  the customer is not satisfied with the solution.

总结阶段 总结评价

1.  apologize to sb. for doing 因做某事向某人道歉

=make an apology to sb. for doing

(    ) He apologized ______ me ______ his rudeness.

  A. for; to    B. to; because    C. to; for    D. for; for

2. need doing= need to be done 需要做某事（被动）；need to do（主动）

meet the needs of sb. 满足某人的需要

there is no need to do 某人没有必要做某事     

3. cope with 处理；对付       类似的短语：deal with / do with

注意搭配：what to do with;    how to deal with/ cope with

拓展提升

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

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

板书设计

apologize to sb. for doing

need doing= need to be done 

cope with