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1、Unit6QualityUnit6QualityAfterstudyingthisunit,youshouldbeableto:receiveaqualitycomplaintconductaneffectiveinvestigationofaqualityproblemtakenecessarycorrective&preventiveactionsagainstaqualityproblemdiagnosetherootcauseofaqualityproblemandfixitsettleaqualitycomplaint第1页Unit6QualityInClassPeriod1:Lis
2、tening1Speaking1(Task1-2)Period2:Watching1Speaking1(Task3-4)Period3:Listening2Speaking2(Task1-2)Period4:Watching2Speaking2(Task3-4)AfterClassUnitFile+SupplementaryListening+ProjectTeachingPlan第2页Unit6QualityKnowledgeGetageneralideaofthetypicalworkingsituationsconcerningqualityinanorganization.Skills
3、Learntotransferacustomerscomplainttothemanufacturer.BeabletounderstandhowtoreceiveacustomerscomplaintUnderstandhowtoconductafieldinvestigationLearntoanalyzetherootcauseofaqualityproblemTeachingPlan第3页Unit6QualityOutline121212FurtherListening+FurtherWatching+FuntimePart1-ListeningPart2-WatchingPart3-
4、SpeakingPart4-SupplementaryMaterial第4页Unit6Quality_beingfriendly,beingsincereUnit6QualityListening1/TASK1ACustomersComplaint1.Warming-upSupposeyouworkinaCustomerServiceDepartment.Discusswithyourpartnerwhatqualitiesareneededtohandlecustomercomplaintseffectively._beingagoodlistenerbeinghelpfulbeingtho
5、ughtful/consideratecreativethinking/problem-solvingability_beingflexiblepositivebodylanguagebeingcooperative,beingtolerant第5页Unit6QualityUnit6QualityListening1/TASK1NewWords&Expressions1.odd a.奇怪Ihadratheranoddexperiencetheotherday.前几天我有过一次非常奇怪经历。2.tamperv.(with)拨弄；胡乱摆弄Donttamperwiththatcar.不要乱碰那部车子
6、。3.themoment一（就）Theyhavebeenstudyinghardfromthemomenttheyenrolled.从入课时起，他们就一直努力学习。第6页Unit6QualityUnitQualityListening1/TASK1ACustomersComplaint2.ExtensiveListeningHelenismakingacomplainttoSusan.Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupp
7、ortyouranswers.1.HelenisunsatisfiedwithallthegoodssheboughtfromGuru.2.SusanwritesdownHelensnameandtelephonenumberforfuturereference.onebottlecontainedlessthan500mlofshampoo.MayIhaveyournameandtelephonenumber,please?FalseTrueScript第7页Unit6QualityUnitQualityListening1/TASK1ACustomersComplaint3.Intensi
8、veListeningListentotheconversationagainandcompletethefollowingCustomerComplaintSheetforSusan.ScriptNameofCustomerTelephoneNo.GoodsInvolvedProblemFollow-upWithinCustomerComplaintSheetHelenSmith84791128Onebottlecontainedlessthan500mlofshampoo.ShampooAweek第8页Unit6QualityUnit6QualityListening1/TASK1ACus
9、tomersComplaint4.LanguageSummaryReadaloudthefollowingsentencesaboutreceivingacomplaint.1.HowcanIhelpyou?2.Imsorry.Pleasetellmeaboutit.3.Really?Howodd.4.haveyoubroughtthereceiptwithyou?5.Itlltakeusawhiletolookintoitbecausewellhavetoreportbacktothemanufacturer.6.MayIhaveyournameandtelephonenumber,plea
10、se?第9页Unit6QualityUnit6QualityListening1/TASK2ComplaintTransfer1.Warming-upSupermarketsusuallysettlequalitycomplaintsdirectlywithcustomers,butsometimestheyneedtotransfercomplaintstothemanufacturersconcerned.Discusswithyourpartnerandtick()thosethatmaybeappropriatereasonsfortransferringacomplaint.1.As
11、kforthemanufacturershelptofindoutthecause.2.Getcompensationfromthemanufacturer.3.Beginaninvestigationtodiscoverwhoisresponsible.4.Drawthemanufacturersattentiontoaproblem.5.Askthemanufacturertomakeimprovements.第10页Unit6QualityUnitQualityListening1/TASK2NewWords&Expressions1.howcome?【美口】怎么会？Howcomeheg
12、otthejob?他怎么会得到这个职位呢？2.inplace在工作；准备就绪Pleasemakesureyouhaveyourtraveldocumentsinplace.请确保你旅游文件准备就绪。3.takeseriously认真对待Doyoutakeseriouslyhispredictionofagovernmentdefeat?他预计政府要受挫折，你认为这话靠得住吗？4.betoblame该受责备；应负担责任Hecantbetoblame.他不能受责备。第11页Unit6QualityUnitQuality2.ExtensiveListeningSusanistransferringt
13、hecomplainttotheSales&MarketingDepartmentofTAF.Listentotheconversationandtick()thosestatementsthataretrue.Listening1/TASK2ComplaintTransfer1.TAFSales&MarketingDepartmentisresponsiblefordealingwithdistributors.2.SusanthinksJennytakesitforgrantedthatthecomplaintisfalse.3.Jennydoesntwanttotakethecompla
14、intseriously.4.TAFwillarrangetofindthecauseofthecomplaintwithinoneweek.Script第12页Unit6QualityUnitQuality3.IntensiveListeningListentotheconversationagainandtick()thecorrectanswertoeachquestion.ScriptListening1/TASK2ComplaintTransfer1.WhyisJennysosurprisedatthecomplaint?A.BecauseTAFhasagoodqualitycont
15、rolsystem.B.BecauseJoyceShampoosellsquitewell.C.BecauseTAFisaveryfamouscompany.2.WhatwillJennydonext?A.Askformoredetails.B.Providesomeexplanations.C.Arrangeforsomeonetolookintothematter.3.TowhomwillJennyreportthematter?A.Mr.Johnson.B.Mr.Smith.C.Frank.第13页Unit6QualityUnit6QualityListening1/TASK1ACust
16、omersComplaint4.LanguageSummaryCompletethefollowingsentenceswiththewordsgiveninthebox,payingspecialattentiontotheuseof“nomatter”.whowhatwherewhenwhetherhow1.Nomatter_Tomworks,healwaysdoesagoodjobinsettlingcustomercomplaints.2.Nomatter_ourproductsareproduced,theywillbesoldoutinquiteashorttime.3.TheCu
17、stomerServicestaffwonttrustthatcustomeranymorenomatter_hesays.4.Nomatter_hardwepromoteourproducts,thereisalwaysmoretodo.5.Dontloweryourqualityrequirementsnomatter_comes.6.Themanagerdecidedtomass-producethenewmodelnomatter_itispopularwiththecustomersatpresent.wherewhenwhathowwhowhether第14页Unit6Qualit
18、yUnitQualityWatching1/TASK1FieldInvestigation1.Warming-upDiscusswithyourpartnerandtick()thosestatementsthatyoubothconsidertobethejobdutiesofsalesrepresentatives.1.Presentandsellproductsandservicestocurrentandpotentialclients.2.Conductmarketresearchfornewproductdevelopment3.Providecustomerfeedbacktot
19、hecompany.4.Developandcarryoutspecialsalesactivitiestoincreasesales.5.Establishandmaintainclientrelationships.第15页Unit6QualityUnit5QualityWatching1/TASK1NewWords&Expressions1.investigationn.调查Inaninvestigation,anewfactbecameknown,whichtoldagainsthim.在调查中新发觉了一件对他不利事实。2.fillingn.填充；装满Pleasegivemeapiew
20、ithcherryfilling.请给我一个樱桃馅饼。3.mix n.混合物；配料Youcanmixblueandyellowpainttomakegreenone.你能够把蓝色和黄色油漆混合成绿色。4.batch n.一批；一次生产量Thefirstbatchofcakeswasburnt.第一炉蛋糕烤焦了。第16页Unit6QualityUnit5QualityWatching1/TASK1NewWords&Expressions5.formulan.配方Theyareworkingontheperfectionoftheirnewpaintformula.他们正在研制完善新颜料配方。6.
21、sectionn.部分Thesectionoftheformisnotapplicableinyourcase.表格这一部分不适合你情况。7.defective a.有缺点；不完美Hervisionisseriouslydefective.她视力有严重缺点。8.narrowdown缩小；降低Icannotnarrowdowntherulesforthisgame.我不能限制这场比赛规则。第17页Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation2.ExtensiveWatchingFrankgoestoGuruSupermarket
22、forfieldinvestigation.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.1.FrankisquitefamiliarwithSusansohegoesdirectlytoher.2.Thetwodefectivesampleswillhelpthemanufacturerinitsinvestigation.CanyoutellmewhereIcanfindher?Illtakethesedef
23、ectivesamplesbacktothecompany.,sowecangetonwithourinvestigation.FalseTrueScript第18页Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation3.IntensiveWatchingWatchthevideoclipagainandtick()thecorrectanswertoeachquestion.Script1.Whichofthefollowingstatementsistrueaboutthetwobottlesofshampoo?A.Theywer
24、ereturnedbydifferentcustomers.B.Theybothcontain500mlofshampoo.C.Theyareofdifferentbrands.2.Whatsthemixandbatchnumberofthetwobottlesofshampoo?A.FormulaS7andbatchNo.1018001.B.FormulaX7andbatchNo.1081001.C.FormulaS7andbatchNo.1108001.3.Whatwillbelearnedfromthebatchnumberaccordingtotheconversation?A.Whe
25、retheproductwassold.B.Whentheproductwasproduced.C.Wheretheproductwasproduced.第19页Unit6QualityUnitQualityWatching1/TASK1FieldInvestigation4.LanguageSummaryRewritethefollowingsentencesaftertheexample.Example:Pleasekeepinformingmeofthat.Pleasekeep me informed.1.Youshouldatleastmaketheclientsunderstandy
26、ou.Youshouldatleastmakeyourself_.2.Iheardsomeonerepeatmynameseveraltimesontheloudspeaker.Iheardmyname_severaltimesontheloudspeaker.3.Heaskedhernottochangetheirschedule.Heaskedhernottogettheirschedule_.4.Yesterdaytheyhadtwopeoplerepairtheirprinterandcomputer.Yesterdaytheyhadtheirprinterandcomputer_.u
27、nderstoodrepeatedchanged repaired第20页Unit6QualityUnitQuality1.Warming-upDiscusswithyourpartnerandtick()thosestatementsthatyoubothconsidertobethejobdutiesofsalesrepresentatives.Watching1/TASK2Corrective&PreventiveAction1.correctiveaction2.preventativeaction3.fullinspection4.returnandreplacement纠正办法预防
28、办法全检退货、换货第21页Unit6QualityUnitQualityWatching1/TASK2NewWords&Expressions1.correctivea.纠正Itispossibletodocorrectivesurgeryontheeyestotakecareoftheproblem.经过做眼睛矫正手术处理这个问题是可行。2.preventivea.预防性Thishasprovedeffectivelypreventive.这种药证实是很有效预防。3.preventative a.（=preventive）预防性Further,nopreventativeactionswer
29、esubmittedforfutureprotocolsandstudies.另外，没有提供对以后各个方案和研究预防办法。4.updatev.向提供最新信息；更新Theydecidedtoupdatethecomputersystems.他们决定更新计算机设备。第22页Unit6QualityUnitQualityWatching1/TASK2NewWords&Expressions5.inspectorn.检验员Aninspectorcheckedthestandardofwork.视察员查验工作质量。6.analyzev.分析Weshouldanalyzethecauseandeffect
30、ofthisevent.我们应该分析这场事变因果。第23页Unit6QualityUnitQualityWatching1/TASK2Corrective&PreventiveAction2.ExtensiveWatchingFrankistalkingwithSusanaboutthecorrectiveandpreventativeactiontobetaken.Watchthevideoclipanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritedownthekeywordstosupportyouranswers.
31、1.FranksonlyproposedactionistocarryoutafullinspectionofTAFsstock.2.FrankwillleaveforTAFthatnighttoinvestigatethecauseoftheshortfilling.Asforthepreventiveaction,wellcarryoutafullinspectionofalltheshampooinourstock.IllgobacktoourcompanytonightwiththesetwodefectivesamplesImsurethecausewillbediscovereds
32、oon.FalseTrueScript第24页Unit6QualityUnitQuality3.IntensiveWatchingWatchthevideoclipagainandtick()thecorrectanswertoeachquestion.ScriptWatching1/TASK2Corrective&PreventiveAction1.WhichofthefollowingfeesarenotmentionedbySusan?A.Feesfortheinspectors.B.Chargesforreturningthedefectiveshampoo.C.Frankstrans
33、portcostsbacktoTAF.2.ApartfromProduction,whichdepartmentwillalsogetinvolvedinanalyzingthedefectivesamples?A.QCDepartment.B.FinanceDepartment.C.Sales&MarketingDepartment.3.WhowillarrangeafullinspectionofalltheJoyceshampooatGuruSupermarket?A.Frank.B.Susan.C.Jenny.第25页Unit6QualityUnitQuality4.LanguageS
34、ummaryFillintheblankswithanounforeachverbgiven.Consultyourdictionaryifnecessary.Watching1/TASK2Corrective&PreventiveActioninvestigate investigationinspectpreventcorrectactcooperateinspectionpreventioncorrectionactioncooperation第26页Unit6QualityUnitQualitySpeaking11.Workinpairs.Completeandpracticethef
35、ollowingconversationwithyourpartnerinturn.A:Goodmorning.Ipurchasedacomputerfromyourcompanylastmonth.Unfortunately,Imnotsatisfiedwithit.B:_?A:ImhavingaproblemwithmyInternetconnection.B:Didyoureadtheinstructionsthatcomewiththecomputer?A:Yes,butthetroubleshootingsectionwasnohelp.B:_?A:Well,theInternetc
36、onnectiondoesntwork.Ithinkthemodemisbroken.Idlikeareplacement.B:ImafraiditsnotourpolicytoreplacecomputersjustbecauseoffailuretoconnecttotheInternet.Whatseemstobetheproblem?Whathappenedexactly第27页Unit6QualityUnitQualitySpeaking11.Workinpairs.Completeandpracticethefollowingconversationwithyourpartneri
37、nturn.A:Iboughtthiscomputerwithallthesoftwarepre-loaded.Ihaventtouchedanything.B:Weresorrythatyouvehadaproblemwiththiscomputer._?Ipromiseyouwellcheckthesettingsandgetbacktoyouimmediately.A:OK,thatwillworkforme.B:Welldoourbestto_assoonaspossible.Couldyoubringinyourcomputergetyourcomputerworking第28页Un
38、it6QualityUnitQualitySpeaking12.Workinpairs.SupposeyouareasalesrepresentativeofSonyElectronicsInc.,andadistributorisfeedingbackonaqualitycomplaintaboutyourproduct.Role-playtheconversationaccordingtothefollowinginstructions.StudentA:SalesRepresentativeStudentB:DistributoruAskabouttheproductinvolved.u
39、Askaboutthedetailsoftheproblem.uExpresssurpriseandwanttoknowthecustomersrequirements.uSayitisaSonyDSC-W17camerathatwascomplainedabout.uExplainthatthecustomercomplainedtherewerealwaysspotsonpictures.uInformthatthecustomerwantsareplacementimmediately.第29页Unit6QualityUnitQualitySpeaking1Sample:A:Goodmo
40、rning,Mr.Johnson.Whyareyouinsuchahurry?B:Goodmorning,MissChen.Sorrytotellyouthatwehavereceivedastrangecomplaintaboutyourcamera.A:Astrangecomplaint?Whichmodelisit,please?B:TheDSC-W17.A:Really?Youknow,thatmodelisoneofourmostreliability.Whatstheproblemthen?B:Onecustomercomplainedthattherearespotsonpict
41、urestaken.A:What?Spotsonpictures?B:Yes.Heshowedmesomepictureswithspotstoprove.A:Isthecamerastillunderguarantee?B:Yes,itis.A:Whatdoesthatcustomerwantustodo?B:Helovesthatmodelverymuch,sohejustasksforanimmediatereplacement.A:OK.Illarrangeforthat.Andifyoucouldsendthefaultyunittous,ourtechnicianswillinve
42、stigatetherootcauseoftheproblem.B:Soundsgreat.第30页Unit6QualityUnitQualitySpeaking13.Workinpairs.Supposeyouareasalesrepresentativeofapublishinghouse.Alocalbookstorehasreportedthatoneofyourbookscontainsapagewhichhasbeenprintedtwice.Tick()thepointsthatshouldbeincludedinyourinvestigationandexplaintherea
43、sonstoyourpartner.1.Apologytothebookstorekeeper2.Nameofthebookanditsauthor3.EditionNumberandpublishingdateofthebook4.Numberofthebookssold5.Nameofthereaderwhofirstfoundtheproblem第31页Unit6Quality1.Spendmoremoneyonadvertising.2.Packageshampooineye-catchingbottles.3.IntroduceQCinspectorsintheproductionl
44、ine.4.Purchaseexpensiverawmaterials.5.Maintainthefillingmachinesregularly.UnitQualitySpeaking14.Workingroups.Discussandtick()theactionsthatareusefulforashampooproducertopreventqualityproblems.Thenmakeareporttotheclass.第32页Unit6QualityUnitQualityListening2/TASK1CauseInvestigation1.Warming-upWheninves
45、tigatingtherootcauseofaqualityproblem,peopleofteninvestigatefourelements.Discusswithyourpartnerandtrytocompletethefollowingchecklist.A.NoorpoorproceduresB.WrongtypeforjobC.LackofknowledgeD.PoormaintenanceordesignMaterials1.Defectiverawmaterial;2._;3.Lackofrawmaterial.Manpower1.Inadequatecapability;2
46、._;3.Lackofskill.B.WrongtypeforjobC.Lackofknowledge第33页Unit6QualityUnitQualityListening2/TASK1CauseInvestigation1.Warming-upWheninvestigatingtherootcauseofaqualityproblem,peopleofteninvestigatefourelements.Discusswithyourpartnerandtrytocompletethefollowingchecklist.A.NoorpoorproceduresB.Wrongtypefor
47、jobC.LackofknowledgeD.PoormaintenanceordesignMachine/Equipment1.Incorrecttoolselection;2._;3.Poorequipmentortoolplacement;4.Defectiveequipmentortools.Methods1._;2.Practicesarenotthesameaswrittenprocedures.D.PoormaintenanceordesignA.Noorpoorprocedures第34页Unit6QualityUnitQualityListening2/TASK1NewWord
48、s&Expressions1.diagnosisn.调查分析；判断Hissymptomsgavenoobviouspointertoapossiblediagnosis.他症状无法作出明确诊疗。2.underwaya.进行中Roadandbridgeconstructionisunderway.公路和桥梁正在建设中。3.diagnosev.调查分析；判断Whatmorewillyouwanttoknowtodiagnosethisproblem?要搞清这个问题，你还需要知道些什么？4.instructionn.(常pl.)指示说明Theinstructionshouldbecarriedout
49、withoutanyreservation.应该不折不扣地执行这个指示。第35页Unit6QualityUnitQualityListening2/TASK1NewWords&Epoundingn.混合，搀合Itcangrowinfinitely,compounding atanyratewedecide.它能够无限膨胀，混合百分比任由你我决定。5.adjustment n.调整Theyshouldmakeadjustmenttothenewenvironment.他们应进行调整以适应新环境。6.cappingn.封盖Pleaseremovethecapping.请移走封盖。7.labelin
50、gn.贴标签TheEuropeanUnionwillbeadoptingenergylabelingsoonaswell.欧盟也将尽快经过能效标识方案。第36页Unit6QualityUnitQualityListening2/TASK1NewWords&Expressions8.samplingn.抽样；取样Thistypeofsamplinghasbeenappliedexclusivelytotimbersales.这种抽样仅用于木材销售。10.groupdiagnosis会诊Theyaregoingtohaveagroupdiagnosisthisafternoon.他们今天下午将会进