教案學年第學期課程《國際商務英語函電》計劃學時48授課系別授課專業授課班級主講教師教研室系（部）年月日教案/學年第學期課程計劃學時授課系別授課專業授課班級主講教師教研室系（部）年月日首頁學習對象分析（根據不同單元教學內容，開課前進行簡析）學期教學工作總結教案首頁單元/章節名稱Unit12Claims&Settlement學時2學期總課次授課時間第周，星期，第節學習目標Afterlearningthisunit,studentscan:Somebasicknowledgeaboutcomplaintsandclaims;thecausesofcomplaintsandclaims;Howtowritealettertocomplainandclaimfortheshortweight.Howtowriteareplylettertosettlethecomplaintandclaimfortheshortage.Howtowritealettertosettlecustomers’complaintsandclaims.教學重點1.Somebasicknowledgeaboutcomplaintsandclaims:2.Howtowritealettertocomplainandclaimfortheshortweight.教學難點教學反思授課內容及教學活動設計附注（教學方法、活動形式、輔助手段等）I.SituationalIntroduction李娜實習的那家公司最近接到了一些投訴信，她也全都閱讀了，從中了解到投訴和處理投訴，索賠和理賠，也是公司業務中司空見慣的事。她就這方面的問題和困惑來請教于張經理。張經理給她講解了投訴是如何發生的，發生了又該如何正確對待和妥善處理等等，要求她熟練地掌握常見的術語，以便更好地理解這方面的英語函電。II.BackgroundKnowledgeIdeally,itshouldnotbenecessarytocomplain,sinceinbusinesseverythingshouldbedonecarefully.Unfortunately,asinotherwalksoflife,thingsdonotworkoutaswellasthat.Errorsoccurandgoodsaremishandled;accidentshappenusuallybecauseofhasteandlackofsupervision.Thereisoftenashortageofstaff,somistakesareinevitableandcustomerscomplain.Complaintsmaybeofseveralkinds,andmayarisefromthedeliveryofwronggoods,damagedgoods,ortoomanyortoofewgoods.Eveniftherightarticlesaredeliveredinrightquantities,theymayarrivelaterthanexpected,thuscausingseveredifficultytothebuyerand,possibly,tohiscustomers.Thenthequalityofthegoodsmaybeunsatisfactory;perhapstheyarenotinconformitywiththesampleorthedescriptiononthebasisofwhichtheywereordered,ortheymaysimplybesecond-rateproducts.III.Impartingknowledge1.Ssdiscusswiththeirpartnersandanswerthefollowingquestionsaftergoingoverthedialogue2.TexplainsthekeyexpressionsinthedialogueandmakesurethatSscanunderstandthedialogue.3.TpreparessomeexerciseIV.PracticeSscancompletethetasksbydiscussingwiththeirpartner.ThelpcheckSs’answers.V.Keywordsandphrases.SscanreadthewordsandphrasesafterTandTcanselectsomeofthemforSstomemorize.VI.KnowledgeconsolidationSsfindouttheanswersbythemselvesandTcaninviteoneortwost