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1、2022-2023学年(中职）物流英语.第一版Lesson 7教学课件 complaints and claims投诉与理赔投诉与理赔TEACHING PROCEDUREn nWARM-UPn nLEARNING THE DIALOGUES AND THE PASSAGE.n nKEY SENTENCE LEARNINGn nEXERCISESn nHOMEWORKn nCONCLUSIONWARM-UP1.1.Discuss by group what the common complaints are and how to deal with them.2.2.Choose one rep
2、resentative to illustrate his groups discussing results.3.3.Summarize this dicussion.LEARNING THE DIALOGUES AND THE PASSAGE.n nPart one:Learn the important words.n nPart two:learn the key expressions.Part one:Learn the important plainabout抱怨抱怨,投诉投诉Hecomplainedaboutthefood.他抱怨吃得不好。他抱怨吃得不好。complainabo
3、utsth.Tosb.向某人投诉某事向某人投诉某事2.package包裹包裹,包包;捆捆,束束,件头件头3.cargo船船(装装)货货,货物货物;载运载运的货物的货物(pl.cargoes,cargos)n nloadacargo载货载货n nunloadacargo卸货卸货4.brokenadj.破碎的破碎的,破裂的破裂的,被打坏的被打坏的n nabrokencup破杯子破杯子5.Soiled污染的、污渍污染的、污渍6.informvt.告诉告诉,通知通知Canyouinformmewhentobeginourfinalexamination?你能告诉我们你能告诉我们什么时候期终考试吗什么时
4、候期终考试吗?常见用法：常见用法：informsb.Ofsth.通知某人某事通知某人某事7.dueto由于由于Herabsenceisduetoillness.她因病缺席。她因病缺席。8.Communicate交流思想交流思想(或或感情感情,信息等信息等);交际交际,交往交往(+with)Welearnalanguageinordertocommunicate.我我们学习语言是为了交流思想。们学习语言是为了交流思想。9.properly适当地适当地;正确地正确地10.waterproofpaper防潮纸防潮纸;防水纸防水纸11.apparent显然的显然的,明白的明白的,清晰可见的，表面上的清
5、晰可见的，表面上的,貌似貌似(真实真实)的的Theapparenttruthwasreallyalie.表面上看似实话表面上看似实话,实际上实际上是个谎言。是个谎言。12ingoodcondition情况良好情况良好，状态良好，状态良好13.occur发生发生;举行举行;存在存在Ihopethiswontoccuragain.我希望不要再发生这我希望不要再发生这种事情。种事情。14.Intransit运送中的运送中的15.Assure使相信使相信;使确信使确信Heassuredmesuccess.他他使我相信能够成功。使我相信能够成功。16.Withpromptness=atonce立刻，马上
6、立刻，马上17.lodge向当局提出声明，提出向当局提出声明，提出(报告、抗议等报告、抗议等)Itistoolatetolodgeanyobjections.现在提出任何异议已现在提出任何异议已为时太晚。为时太晚。lodgeaprotestagainstsb.向向某人提出抗议某人提出抗议18.encountervt.遇到遇到,遭遇遭遇IencounteredgreatdifficultiesinlearningEnglishgrammar.我在学习英语语法时我在学习英语语法时遇到了很大困难。遇到了很大困难。19.consignmentn.托付货物托付货物;托卖货物托卖货物20.incurvt.
7、遭受遭受;招致招致,引起引起Heincurredaheavylossthroughyou.他因为你而遭受他因为你而遭受重大损失。重大损失。21.submit提交提交,呈递呈递Isubmittedmyresignationyesterday.我昨天递交了辞呈。我昨天递交了辞呈。Part two:learn the key expressions1.1.A complaint may be about a delay in shipment.2.2.After inspection we found the quality of the goods was not n conformity wit
8、h the contract stipulations.3.3.The buyers have filed a claim on the shipment for$500.4.Your claim should be supported by sufficient evidence.5.Five cases of the shipment were badly damaged when delivered on 8th.6.In the spirit of goodwill and friendship we agree to accept all your claims.7.A part o
9、f the goods are damaged in transit.8.This is the maximum concession we can make.9.We assure you that your claim will be treated with promptness.10.We regret to inform you that during the voyage the ship encountered bad weather and the above consignment incurred heavy loss.EXERCISES-role playn nUse t
10、he key expressions to complete the tole play in exercise.Two students make a pair.And the whold class is divided into four groups.n nAfter preparation,ask four pairs to practice this dialogue in the class.HOMEWORKn nComplete all the exercise in the textbook.n nrecite the key words and expression.CONCLUSIONn nImportance of this lesson:the key expressions in dealing with complaints.n nDifficuties of this lesson:the communication skills with the customers.n nRemember some important words.