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1、教材分析教学目标说说 课课 流流 程程学情分析教学重、难点教法、学法教学过程教学反思第1页/共24页教材分析 本节课的教学内容是高等教育出版社出版的英语基础模块3（第二版）第四单元中的第一课时，本节课要求学生学习掌握顾客投诉时的词汇、句型以及投诉时描述的问题和对问题的处理方式，主要培养就某件事进行投诉和处理投诉的口语表达能力。第2页/共24页学情分析本课的教学对象是14级农艺班的学生，共51人,其中男生44人,女生仅7人,男女生比例严重失调，对于英语的学习积极性不高，且学生基础比较薄弱，有厌学情绪，甚至有疑虑和抵触的心理。这就要求老师耐心指导,设法创设情境,以培养学生的学习兴趣，从而提高学习效
2、率。第3页/共24页知识目标能力目标情感目标教学目标1.学习并掌握词汇complaint,replace,refund,under 2.学会使用“.doesnt work”，wrong with.”,“Ill have to have.replaced.”等描述问题并寻求解决办法。初步了解并掌握顾客投诉时描述的问题和对问题的处理方式。学习初步的服务意识，能够以较专业的方法对待顾客投诉。be disappointed at,repair and so on.“there is something guarantee,第4页/共24页教教学学重重点点教教学学难难点点1.顾客投诉所涉及的词汇和句型。
3、2.顾客投诉时描述的问题和对问题的处理办法。培养就某件事进行投诉和处理投诉的口语表达能力。第5页/共24页创设学习氛围创设学习氛围激发学习欲望激发学习欲望增强学习兴趣增强学习兴趣任务设置法小组合作法情境教学法创设问题情境创设问题情境培养问题意识培养问题意识促进思维发展促进思维发展组织探究活动组织探究活动提高实践能力提高实践能力培养创新精神培养创新精神 教法分析坚持以“教师为主导，学生为主体，任务为基础”的教学策略。理论依据：第6页/共24页合作探究自主学习网络查询学法指导课前预习归纳整理第7页/共24页教学过程设计自主学习自主学习探索新知探索新知课堂小结课堂小结课前预习课前预习创设情境创设情境
4、课后作业拓展练习拓展练习突破难点突破难点小组合作小组合作突出重点突出重点任务驱动任务驱动引导启发引导启发第8页/共24页1.利用网络查资料，初步了解在商场客户与商家产生纠纷的有声文件或图文资料。2.预习课文，试读对话，初步了解文章大意。3.让学生指出自己在预习课文时遇到的问题。学生课前准备（详见附表:学生预习方案）第9页/共24页Lead-in(创设情境，引入新课）Look at the video,just guess whats wrong with them.第10页/共24页Look and match.a.It is broken.b.It is the wrong size.c.I
5、t is stained.d.Some components are missing.第11页/共24页Think and list.when people get the wrong goods.when there is some quality problem.when people are not satisfied with the service.when the clerk is not polite.when the goods are damaged.when the goods are delayed.when there is sth wrong with the goo
6、ds.Task 1Task 1第12页/共24页Staff:Good morning!How can I help you,sir?Tim:Ill have to have my cell phone replaced.I bought this cell phone in your shop but there seems to be some problem with the battery.Staff:Whats the problem?Tim:The power of the cell phone cannot last for a whole day.Staff:Are you su
7、re you have made a full charge for your cell phone?Tim:Yes.Staff:When did you buy this cell phone?Tim:I bought it three days ago and its still under guarantee.Im very disappointed at its quality.Staff:Im so sorry for the inconvenience we have caused you.Would you please show me your receipt so that
8、I can take down some details?Tim:OK.Here you are.Staff:Well get this cell phone exchanged for you in no time.Tim:Thank you.Listen,read and underline.第13页/共24页Read and complete.再读对话，回答问题 1.Why does Tim go to the shop?2.Whats wrong with the cell phone?3.When does Tim buy it?4.How does Tim like the cel
9、l phone?5.Will the staff give Tim a refund or a replacement?Task 2Task 2?1.I bought this cell phone in your shop but there seems to be some problem with the battery.2.The power of the cell phone cannot last for a whole day.3.I bought it and its still under guarantee.4.Im very disappointed at.5.Well
10、get this cell phone exchanged for you in no time.Guide and complete.(教师引导，学生思考)第14页/共24页Sentences training:(1)I bought 这部手表in your shop but it doesnt work very well.(2)This computer 有问题 and when I 玩游戏yesterday,I found it 总是死机.(3)I bought it 两个月前 and its 仍在保质期内.(4)Im very disappointed at 你们的售后服务.(5)I
11、d rather 换一双鞋子,please.Task 3Task 3第15页/共24页Look and talk.两人一组，根据下面的图片，用所给句型对话。A:Ill have to have this _.B:What is the problem?A:I bought this in your shop but _.B:_.Task 4Task 4第16页/共24页Read and complete.Clerk:Tim:Clerk:Tim:Clerk:Tim:Clerk:Tim:Clerk:Tim:Good morning!How can I help you,sir?Ill have t
12、o have this TV _.Whats the problem?I bought this TV in your shop but there is _ _ with it.When did you buy it?I bought it one week ago.Im very _ at its quality(质量).Im sorry.Would you like a _?No,I want to have this TV_.No problem,sir.Well get it exchanged for you in no time(马上).Thank you.replaceddis
13、appointedrefundreplacedsomething wrong拓展练习,突破难点第17页/共24页Read and complete.Clerk:Tim:Clerk:Tim:Clerk:Tim:Clerk:Tim:Clerk:Tim:Good morning!How can I help you,sir?Ill have to have_ _ _.Whats the problem?I bought this T-shirt in your shop but _ _ _ _ _ size.When did you buy it?I bought it one week ago.I
14、m very _ at its quality.Im sorry.Would you like a _?No,I want to _ _ _ .No problem,sir.Well get it exchanged for you in no time.Thank you.disappointedrefundthe T-shirt replacedit is of the wronghave it replaced第18页/共24页Look back第19页/共24页Summary（课堂小结）1)Key wordsexpressions:battery,replace,damage,inco
15、nvenience,receipt,quality,refund,exchange,havereplaced,be under guarantee,be disappointed at and so on.2)Sentence patterns:a.doesnt work and when I yesterday,I found b.I bought it and its still under guarantee.c.Im very disappointed at.d.Id rather have replaced/get a refund.第20页/共24页Homework1.Last w
16、eek you bought a new watch from the super-market.But now you find it doesnt work well.So you go to the supermarket to ask for a refund.Make a dialogue with your parter using what we have learnt in this period.2.Finish the tasks 1、2、3 on page 29 on your exercises book.第21页/共24页教学反思教学反思本节课以我们生活中经常遇到的投诉问题为主线展开英语教学，在教学过程中通过创设情境，增强了学生的学习兴趣。在情境中引入问题，设置任务，调动学生的积极性，充分体现了学生的主体地位，同时利用信息化教学手段，增强了教学的直观性和趣味性。不足：通过教学反馈，本节课在某些问题的思考和解答过程中没有给学生足够的时间去认真思考和讨论，从而没有产生出“信息链”，有点急于求成，显得过于匆忙。第22页/共24页第23页/共24页感谢您的观看！第24页/共24页