酒店交际英语 教案Unit 19 Dealing with the Complaints.doc

课堂教学教案

课题

Unit19DealingwiththeComplaints

课时

4

课型

New

教学目的

Afterlearningthisunit,studentsshouldbeableto:

1.Understandthemaincausesofguests’complaints

2.Getfamiliarwiththeproperprocedureforhandlingcomplaints.

教学重点

难点

Keypoints:1.LettheSsknowthelearningobjectivesofthisunit;

2.HelptheSsunderstandtheunitasawholeandknowsomebackgroundknowledgerelatedtocomplaintshandling;

3.GuidetheSsusefreelytheexpressionsandsentencepatternsofdealingwithguests’complaints.

Difficultpoints:HavetheSstounderstandanduseSOPforhandlingcomplaintstomakeadialogueunderagivensituation.

教学方法

Approaches:Communicativelanguageteaching,InteractiveTeaching,Task-basedteaching,situationalteaching.

教学步骤

1．导入2．新授3．小节4．作业5．课后记

备注

TeachingProcedures

Step1.Warm-upandRevision(10’)

A.GreetingstoSsandtalkfreelywiththeSstostarttheclass.

B.Makearevisionofpreviouslesson.Askseveralstudentstorecallthevocabulariesandsentencespatternsandmakeadialogueunderagivensituationaccordingly.

C.Introducingthegeneralteachingplanofthisunit.

Step2.Leadin(10’)

A.PictureShowDiscussion

Lookatthepictures.Pleasedescribethepictureswithyourownwords.Herearesomeclues:

a.Whatisthemandoing?Whatexpressiondoeshewear?Canyouguessthereasons?

b.Whatarethewordsonthetable?Canyouguesswhy?

c.Whatisthemandoing?Canyouguesswhatwordsheissaying?

d.Canyouimaginewhattheyaretalkingaboutwitheachother?

e.Trytomakeastorythroughthesepicturesgiven.

B.ListenandDiscuss

Listentoaconversationandseewhathappenedtotheguest?Thinkofthefollowingquestionsandthenhaveadiscussion.

a.Asahotelreceptionist,whatkindofinformationdoyouneedfromtheguestsmakingacomplaint?

b.Whatproceduresshouldyoufollowwhilehandlingacomplaint?

Step3:DialogueStudy(60’)

A.BackgroundI