知识与技能：

1. 读懂传真内容，了解发生了什么情况，推断能解决的方案。

2. 了解如何填写客户投诉登记表。

过程与方法：

1. 查阅字典，理解文章内容，归纳知识点。

2. 小组讨论，如何解决客户的投诉。

情感、态度和价值观： 

Try to let students know the steps to handle customers’ complaints.

1. 让学生知道解决顾客投诉的步骤。

2. 学生掌握课文当中出现的重点句和重点的词组。

Try to let students know the steps to handle customers’ complaints.

教学过程 主要教学内容

准备阶段 预习导航 Have a dictation.

情境导入 Check the useful expressions and sentences learned in the unit.  

探究阶段 探索新知 Step one : Exchange greetings with each other to organize the class.

Step two: Review what we have learnt in the text by asking them translate some important sentences appeared in the class.

Step three: Learning the new text on page 65.

1. Read the text by themselves and try to master the  main idea.

2. Try to read the text again and some students can retell the main idea in their own words.

    3.Notes:

1) The way customer complaints are coped with can make customers feel different.   译：处理顾客投诉的方式会使顾客有不同的感觉。

2) cope with 处理

3) increase their purchase of your service or product 

4) lose customers  失去顾客

5) negative effects    消极作用

6) over the phone=on the phone  在电话里

7) be interested in    对……感兴趣

8)  take notes    记笔记

9) make sure  确保

10) company’ s polices and procedures   公司的政策和制度

11) offer to do sth   主动要求干某事

12) in one’s own words    用某人自己的语言

13) in your opinion=in your view   依你之见

巩固练习 Finish all the exercises on the learning paper related to this unit.

总结阶段 总结评价 Language in focus in this part.

拓展提升 Try to finish the relevant Exx.

Learn the key points by heart.

板书设计 increase their purchase of your service or product

negative effects          over the phone=on the phone