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Unit 3 On the phone

《商务英语听力》

单元教学设计

 


本次课标题: Unit 3 On the phone

授课班级

上课

时间

      日 第    

上课

地点

                日 第      

After completing this lesson, students are able to:

-  answer the phone;

- ask to be connected;

- connect a caller

教学

目标

能力(技能)目标

知识目标

▲能力总目标:Enhance skills of speaking, listening etc.

▲能力子目标:

3.3.1 Able to answer the phone;

3.3.2 Able to ask to be connected;

3.3.3 Able to connect a caller

Get to understand and use the new expressions freely on how to answer and speak on the phone.

重点

难点

解决方法

教学重点:Listening to situational conversations.

教学难点:Oral practice by imitating the sample dialogues.

解决方法:

        Teacher may personally participate in the designed activity;

        Teacher may provide help from time to time if necessary.

        Teacher should give affirmative comments and avoid making judgments.

参考资料

New Horizon Business English- Viewing, Listening & Speaking, Foreign Language Teaching and Research Press

Step 1: Introduction to the new lesson       (5min)

    Objectives: Ss should be able to

-  answer the phone;

- ask to be connected;

- connect a caller

Step 2: Warm-up (15min)

    Task:

Discussion: How do you make a phone call? What expressions would you like to use when ringing? Discuss with your partner and write them out.

    Notes:

--Types of call

A local call

A long distance call

An international call

Cell phone/mobile phone/ screen phone

--Answering the phone

Good morning. This is Lenova. How may I help you?

Who’s calling / speaking, please?

Excuse me, who is that?

Can you spell your name, please?

Where are you calling from?

--Introducing yourself

Good morning. This is Ken Palmer from General Motors.

This is Ken.

Ken speaking.

This is Paul Smith speaking.

Hello, this is Paul Smith from Sparkle International.

Geoffrey Sellers here.

--Asking for someone

Please could you connect me with the Export Department?

Hello, is Jack in the office?

Hello, is that 564 446?

Hello, is that you, Mr. Mutter?

--Putting someone on hold

Just a moment, please.

Could you hold the line, please?

Hold on, please. I’ll connect you.

Hang on for a minute, I’ll put you through.

--The person wanted is not available

I’m afraid Mr. Mendel is not available.

I’m afraid Mr. Andrew is out at the moment.

I’m afraid Miss Liu isn’t in today.

Mr. Wang is away in Hawaii for an international exhibition.

I’m sorry. He’s in a meeting at the moment.

--Taking a message

Can I take a message?

Would you like to leave a message?

Can I give him/her a message?

I’ll tell Mr. Jones that you called.

I’ll ask him/her to call you as soon as possible.

--Ringing off

Thank you for ringing.

I look forward to meeting you/hearing from you soon.

I think that’s all, bye then.

--Problems

I’ve tried to get through several times but it’s always engaged.

Could you spell that, please?

Sorry, we were cut off.

She has changed her telephone number.

I will look up the number in the directory.

They’re ex-directory.

Please replace the handset/receiver and try again.

The phone doesn’t work.

The phone is out of order.

--Reasons for calling

I’m phoning/calling/ringing because I am ill.

I’m phoning/calling/ringing for some price information on French perfume.

I’m calling about the house for sale.

My call is in reference to your stand at the Guangzhou Fair.

The reason why I’m calling you is that I am ill.

--Requesting

Could you please repeat the number?

I didn’t catch your name. Would you please spell it?

Step 3:  Listening Practice (45min)

Task 1:

    Task:

The following is a short dialogue. Try to translate the underlined sentences by yourself, then listen to the dialogue and check your translations.

    Notes:

A: Good afternoon, this is Lizhong Company. How can I help you?

B: Good afternoon. Please put me through to extension 586.

A: Hold on, please.                        

C: Hello, Mr. Li’s office.

B: Hello, I’d like to speak to Mr. Li, please.

C: Who’s calling, please?

B: David Smith from NMV.

C: Just one minute, please.

Task 2:

    Task:

Put the following telephone dialogue into the right order, then listen to the dialogue and check your answers.

    Key:

A: Hello, Mr. Smith?

B: yes. Who’s calling?

A: It’s Mary Murphy.

B: Hi, Mary. What’s up?

A: I’m afraid I’m going to be off sick today. I’ve got a bad cold. I hope you don’t mind.

B: Of course not. Just stay at home and get some rest. See you on Friday.

A: Thank you, I’ll see you then.

Task 3:

    Task:

Listen to a telephone dialogue and answer the following questions.

    Script:

A: Good morning, Paper Mills plc. How can I help you?

B: Good morning. Can I talk to Paul Osman, please?

A: Who’s calling please?

B: Simon Weller, calling from Singapore.

A: Well, Mr. Weller, I’m afraid Mr. Osman is not available at the moment. He has just left for a workshop.

B: What time do you expect him back? I need to talk with him.

A: He told me he would come back in half an hour. Can I take a message or would you like to call him on his cellphone?

B: I’ll try his cellphone. Could you give me the number, please?

A: 13466386913.

B: Just let me check that. 13466386913.

A: That’s right.

B: Thank you, bye.

Step 4: Summarize and repeat the frequently used expressions in answering the phone. (15min)

    Language focus:

1)      Good morning. York Enterprises. How may I help you?

2)      Could I speak to John Martin, please?

3)      Would you please put me through to extension 405?

4)      I’d like to speak to John Martin, please.

5)      Hold the line, please. I’ll see if Mr. Jones is available.

Step 4: Consolidation and assignment (5’)

Review the expressions and be sure that you are able to understand them while listening.

Listen to a piece of lately news on the website of China daily.

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