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● 学习目标 Learning Objectives
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● Background Information
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● 1. Complaints
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● Warm-up Questions
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● Situational Dialogues
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● Useful Expressions
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● Role Play
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● Business Culture
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● 2. Claims and Settlements
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● Warm-up Questions
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● Situational Dialogues
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● Useful Expressions
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● Role Play
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● Business Culture
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● 3. Maintaining Business Relationship
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● Warm-up Questions
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● Situational Dialogues
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● Useful Expressions
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● Role Play
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● Business Culture
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● Topic for Moral Education
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● Listening Practice
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● Language Focus A
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● 教学视频1:Entertaining Claims
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● Language Focus B
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● 教学视频2:Refusing a claim
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● 拓展学习资源