1、教學設計教學設計41235u 專業名稱：通信運營與管理專業名稱：通信運營與管理 崗位名稱：話務員、呼叫服務員、客服代表、電話營銷人員、坐席代表等；崗位名稱：話務員、呼叫服務員、客服代表、電話營銷人員、坐席代表等；u 培養目標：培養目標：具有較高的文化素質和職業道德等綜合素質，能運用電話或計算機互聯網絡等通具有較高的文化素質和職業道德等綜合素質，能運用電話或計算機互聯網絡等通訊方式，專門受理、解決客戶訴求、分析統計客戶信息、回訪或開發新客戶的初訊方式，專門受理、解決客戶訴求、分析統計客戶信息、回訪或開發新客戶的初級客戶信息服務人員。級客戶信息服務人員。v 主要工作主要工作：v （1 1）受理客戶

2、通過電話、計算機互聯網絡提出的訴求，或主動向客戶傳遞相關）受理客戶通過電話、計算機互聯網絡提出的訴求，或主動向客戶傳遞相關信息、銷售產品或服務；信息、銷售產品或服務；v （2 2）通過呼叫中心存儲的相關業務信息或依托相關服務系統解決客戶提出的訴）通過呼叫中心存儲的相關業務信息或依托相關服務系統解決客戶提出的訴求；求；v （3 3）對受理的各類客戶信息進行匯總、統計和分析，為上級或相關部門決策提）對受理的各類客戶信息進行匯總、統計和分析，為上級或相關部門決策提供依據。供依據。文化課：語文、數學、外語、文化課：語文、數學、外語、 體育、德育、體育、德育、 地理地理 ；專業課：北京旅游地理、商務禮儀

3、、公共專業課：北京旅游地理、商務禮儀、公共關系、發音及普通話訓練、呼叫基礎、計關系、發音及普通話訓練、呼叫基礎、計算機辦公軟件、文字錄入、電話禮儀接待、算機辦公軟件、文字錄入、電話禮儀接待、網絡基礎、網絡基礎、 職業指導、客戶服務、電話禮職業指導、客戶服務、電話禮儀接待儀接待、 語文課屬公共基礎課程。目前使用教材為高等教育出版社語文課屬公共基礎課程。目前使用教材為高等教育出版社的職業教育教材的職業教育教材語文語文（基礎模塊）上、下兩冊。課時數為（基礎模塊）上、下兩冊。課時數為每周每周3 3課時。基礎模塊是各專業學生必修的基礎性內容和應該課時。基礎模塊是各專業學生必修的基礎性內容和應該達到的基本

4、要求，教學時數為達到的基本要求，教學時數為160180160180學時。學時。 “ “ 語文是最重要的交際工具，是人類文化的重要組成部語文是最重要的交際工具，是人類文化的重要組成部分。工具性與人文性的統一，是語文課程的基本特點。語文課分。工具性與人文性的統一，是語文課程的基本特點。語文課程是中等職業學校學生必修的一門公共基礎課。本課程的任務程是中等職業學校學生必修的一門公共基礎課。本課程的任務是：指導學生正確理解與運用祖國的語言文字，注重基本技能是：指導學生正確理解與運用祖國的語言文字，注重基本技能的訓練和思維發展，加強語文實踐，培養語文的應用能力，為的訓練和思維發展，加強語文實踐，培養語文的

5、應用能力，為綜合職業能力的形成，以及繼續學習奠定基礎；提高學生的思綜合職業能力的形成，以及繼續學習奠定基礎；提高學生的思想道德修養和科學文化素養，弘揚民族優秀文化和吸收人類進想道德修養和科學文化素養，弘揚民族優秀文化和吸收人類進步文化，為培養高素質勞動者服務。步文化，為培養高素質勞動者服務。”語文教學大綱語文教學大綱 與此相聯系的課程：與此相聯系的課程：德育、發音及普通話訓練、客戶服務、德育、發音及普通話訓練、客戶服務、電話禮儀接待電話禮儀接待語文課程體現在通信專業學習的作用是語文課程體現在通信專業學習的作用是通過對文學作品的閱讀學習培養學生情感態度價值觀的形成；通過對文學作品的閱讀學習培養學

6、生情感態度價值觀的形成；通過對口語和書面語言應用能力的培養，促進相關專業語言技通過對口語和書面語言應用能力的培養，促進相關專業語言技能的提高；能的提高；語文課程對應的崗位能力有：語文課程對應的崗位能力有：指導學生學習必需的語文基礎知識，掌握日常生活和職業崗位需要的現代文閱讀能力、寫作能力、口語交際能力，具有初步的文學作品欣賞能力和淺易文言文閱讀能力。指導學生掌握基本的語文學習方法，養成自學和運用語文的良好習慣。引導學生重視語言的積累和感悟，接受優秀文化的熏陶，提高思想品德修養和審美情趣，形成良好的個性、健全的人格，促進職業生涯的發展。總體教學目標總體教學目標教學內容教學內容1.閱讀與欣賞正確認

7、讀并書寫3500個常用漢字。能使用常用漢語工具書查閱字音、字形、字義，正確區分常用的同音字、形近字。能用普通話朗讀課文。閱讀各種優秀作品，體會其豐富內涵,加深和拓寬對自然、社會、人生等問題的思考和認識。能了解散文、詩歌、小說、戲劇等文學形式的特點。能利用網絡等搜集、篩選和提取有用的信息。誦讀教材中的古代詩文，大體理解內容，背誦或默寫其中的名句、名段、名篇。激發學習古代詩文的興趣，增強熱愛中華民族傳統文化的思想感情。掌握精讀、略讀、瀏覽等閱讀方式。教學內容教學內容2.表達與交流（1）口語交際Your TextYour TextYour TextYour TextClick to edit tit

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