剑桥商务英语》授课教案Unit 14.docx
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剑桥商务英语》授课教案Unit 14.docx
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剑桥商务英语》授课教案Unit14
Unit14(a)Directserviceprovider
I.TeachingObjectives:
i.ToenableSstotalkaboutinsuranceandchangesinworkingpractices
ii.Topractiselisteningforspecificinformation
iii.Toreviewlanguageoffuturepossibility/probability
II.Materialsneeded:
Cassette-PassCambridgeBECPreliminary
III.TeachingProcess:
i.Unitoverview
·Thecallcentre
Warmer:
Ssdiscusstheadvantagesandpopularityofcallcentres.
Listening1:
Sslistentoamanagertalkaboutwhyhiscompanyusescallcentresandcompletenotesaboutthecompany.Ssthenlistenagainandanswermultiple-choicequestions.
Vocabulary:
Ssmatchinsurancewordswithdefinitions.
Languagefocus:
Ssreviewthelanguageoffuturepossibilityandprobability.
Speaking:
Ssdiscussfourstatementsaboutthefuture.
·Workinginacallcentre
Listening2:
Ssdecideifstatementsaboutacallcentrearetrueorfalsethenlistentothemanagerandchecktheiranswers.
Reading:
Sslookatdescriptionsfpeopleandsaywhomightbeinterestedin
workinginacallcentre.
Speaking:
SsdiscusswhatchangesdirectservicesandtheInternetmightbring.
·Self-study
Vocabulary:
Keywordexercise(insurance).
Oddoneoutexercise.
Gap-fillingexercise(insurance).
Exampractice:
Multiple-choicegap-filltest.
ii.Detailedstudyofthisunit
Step1Thecallcenter
Background:
呼叫中心是英国发展最迅速的行业之一。
越来越多的金融服务企业向保险公司,银行已将经营方式改成以为主要手段的经营方式。
它们正在建立集中的中心,处理全国的呼叫业务。
呼叫中心通常设在商务园区和城区以外,土地较为便宜的地区。
顾客服务中心的营业时间比商业大街的商店长得多,每天几乎是随时提供迅速的应答。
强大的数据库和先进的技术使许多公司能够高效率的处理频繁的,轻松的监督公司的服务质量和大幅度减少成本。
英国是欧洲呼叫中心数量最多的国家,从业人员中目前约有1%的人从事这个行业。
这个数字会在不久的将来上升到2%。
CallcentersareoneofthefastestgrowingsectorsintheUK.Asmoreandmorefinancialservicecompaniessuchasinsurancecompaniesandbankschangetotelephone-basedbusinesspractices,theyaresettingupcentralizedtelephonecenterswhichhandleallnationalcalls.Thecallcentersareusuallysetupinbusinessparksandout-of-townlocations,ofteninareaswithrelativelycheaplandsuchasScotlandorthenorth-east.Openmuchlongerthanhighstreetshops,thecustomerservicecentersofferaninstantresponseatalmostanytimeofday.Powerfuldatabasesandnewtelephonetechnologyallowthecompaniestohandlelargevolumesofcallsefficiently,monitorthequalityoftheirserviceeasilyandreducecostsdramatically.TheUKhasmorecallcentersthananyotherEuropeancountryandatpresentaboutoneinevery100employeesworksinone.Thisfigureisexpectedtorisetooneinfiftyintheforeseeablefuture.
Ex.1Speaking
TintroducesthesubjectofcallcentresandasksSswhattheymightbe,howtheyworkandwhethertheyarepopularinChinaornot.
Usefulexpressions:
1.direct,quickandefficient
2.reducecosts
3.noneedtopaycommissiontobrokersoragents
4.withoutthelimitationoftimeandplace
5.don’thavetopayhighrentsforlocations
6.Customersalsobenefit
7.Providingservicesdirectlybytelephonehastheadvantagessuchas…
Ex.2Listening1
Beforeplayingthecassette,TtellsSstoreadthegappednotesandpointsoutthatthegapscanbefilledwithuptothreewordsoranumber.TplaysthecassetteandSslistentoGeorgeWatt,theNationalSalesManageratDirectLine,andcompletethenoteaboutDirectLine.
Note:
1.cost侧重所花的代价,成本
2.Premium保险费,moneyyoupayforinsurance
3.loan通过正式手续所借的款项
4.pension养老金
mission佣金moneypaytoasalespersonforeverysalehe/shemakes.
E.g.commissionagent代销机构
commissionsale委托出售
6.Atone’sfingertips立即可以得到,近在手边
E.g.Withbusinessinformationatourfingertips,wecansolveyourproblemseasily.
Ex.3Listening1
Ssreadthroughthemultiple-choicequestionsbeforelisteningtothecassetteagain.Sslistenagainandfinishthemultiple-choicequestions.Infeedback,Texplainsthedifferencebetweenoperatorandoperative.
Note:
operatorbeingageneraltermforpeoplewhoanswertelephoneenquiriesfull-timewhileoperativeisusedbyGeorgeWattasatechnicaltermreferringtoDirectLinestaff.
Ex.4Vocabulary
Ssmatchtheinsurance/financialserviceswordsandtheirdefinitions.TremindsSsthattheycanusethetapescriptonpage141tohelpthem.DuringfeedbackSsquotefromthetapescriptinsupportoftheiranswers.
TelicitsfromSswaysofexpressingfuturepossibilityandprobability.TthendrawsSs’attentiontotheDon’tforget!
section.TremindsSsthatwillisnormallyreducedto’llinspeech.
Ex.5Speaking
Thestatementsgiveopinionsabouthowbasicbusinesspracticeswilldevelopinthefuture.Ssoffertheirownviews.
Step2workinginacallcentre
Ex.1Listening2
Ssreadthestatementsanddiscusstheminpairsbeforedecidingwhicharetrueandwhicharefalse.TelicitsfeedbackbeforeplayingthecassetteforSstochecktheiranswers.
Note:
1.Thecomputersystemdoesmonitorwhetheroperativesareattheirdesks.在工作岗位上
Ex.2Reading
Ssreadthroughthedescriptionsanddecidewhowouldbeinterestedinworkinginacallcentre.Ssquotefromtheprofilesinsupportoftheiranswers.TasksotherSsfortheircommentsbeforegivingfeedback.
Note:
1.startafamily:
生第一个孩子
Suggestedanswers:
1.ZoëConnollyPossiblyNeedssomemoney,mightlikeatemporaryjob.
2.StevenGregoryPossiblyAlthoughnotsuitedtocallcentre(liketravelingandmeetingpeople),heisunemployedandhasexperienceofsales.
3.HelenTaylorPossiblyWouldsuiteveningwork,secretarialexperience.
Ex.3Speaking
InpairsSsdiscusshowdirectservicesandtheInternetmightchangeourdailylives.Asbothofthesearemadepossiblebycheaptelephonetechnology,thediscussioncouldbroadenouttoothertelephone-basedinnovationssuchasvideo-conferencingandvideo-phones.
Usefulexpressions:
1.homeshopping电视直销购物
2.telesales销售
3.makeshopping/sellingeasyandconvenient
4.Customersmayprobablybuyafake顾客可能买的是赝品
5.Thequalityofproductsmaynotbeguaranteed
Step3Self-study
HelpSsfinishSelf-studyexercises.
Unit14(b)Thebankingsector
I.TeachingObjectives:
i.ToenableSstotalkaboutbankingservicesandchangeswithinanindustry
ii.Topractisereadingforgistandspecificinformation
iii.Topracticelisteningforspecificinformation
iv.Toraiseawarenessof-ing
II.Materialsneeded:
Cassette-PassCambridgeBECPreliminary
III.TeachingProcess:
i.Unitoverview
·Thebankingrevolution
Reading:
Sslookataheadlineandpredictthecontentofan
article.Theythenreadthearticleandmatchheadings
withparagraphs.Sstakenotesfromthearticlethen
answermultiple-choicecomprehensionquestions.
Languagefocus:
Sscategorisedifferentusesof–ingandfocusonthefactthatprepositionsareoftenfollowedby–ing.
Vocabulary:
Sscompleteaword-buildingtable.
Speaking:
Ssdiscussthechangesaffectingtheirsector/industry.
·Homebanking
Listening1:
Sslistentoanenquiryabouthomebankingandtakenotes.
Listening2:
Sslistenandcompleteanapplicationform.
Speaking:
Ssdiscusstheservicesofferedbytheirownbanks.
·Self-study
Vocabulary:
Crossword(bankingwords).
Matchingexercise(verb+noun).
Matchingexercise(noun+preposition+noun).
Exampractice:
Note-taking.
ii.Detailedstudyofthisunit
Backgroundinformation:
1999年诺贝尔经济学奖获得者蒙代尔在20世纪60年代提出了“最适货币区”概念。
他认为,一个国家不一定要有自己的一套货币,而由几个国家采取联合的共同货币也许更有利----这一思想促成了欧元的诞生。
欧盟各成员国在1992年9月于马斯特里赫特签署的《欧洲联盟条约》中做出实行单一货币的决定。
该条约所附的议定书允许英国和丹麦游离于单一货币体系之外。
1995年12月15日至16日在马德里召开的欧洲理事会上,15个成员国的首脑一致决定将欧洲单一货币定名为“欧元”,并通过推行实施欧元的最后的方案欧洲货币联盟11个成员国从1999年1月1日开始实行欧洲统一货币,这11个国家分别是:
比利时、德国、西班牙、法国、爱尔兰、意大利、卢森堡、荷兰、奥地利、葡萄牙和芬兰。
希腊于2001年1月1日采用欧元,成为欧元区第12个成员国。
其余三个欧盟国家丹麦、瑞典和英国不参与此进程。
Step1.Thebankingrevolution
Warmer:
Twritestheheadlinefromthearticleontheboard.Ssworkinpairstopredictthepossiblecontentsofthearticle.Ssthenopentheirbooksandquicklyscanthroughthetexttosearchfortheissueslistedontheboard.
Ex.1Reading
Ssreadthefourparagraphheadingsintheboxandreadthearticleagainmorecarefullyinordertomatchtheheadingswiththeparagraphs.DuringfeedbackSsquotefromthetextinsupportoftheiranswers.
Note:
meetthecost支付费用,meetexpenses支付开支
Ex.2Writing
Ssreadthetextagainandcompletethetablebytakingnotesunderthethreeheadings.
Suggestedanswer:
Thebank’splans:
Cutjobs
Closedomesticbranches
Developelectronicbanking
Reasonsforcuttingcosts:
Competitionfromsupermarketsanddirectproviders
InvestmentinIT
Millenniumbug
Europeanmonetaryunion
Bankingservices:
Telephonebanking
Smartcards
PCbanking
Ex.3Writing
Sscarefullyreadthequestionsbeforereadingthroughthetextagain.DuringfeedbackSsquotefromthetextinsupportoftheiranswers.
Ex.4Grammar
Sscanthetextstounderlineexamplesof–ingformsinthearticle.Theunderlineditemsarethengroupedaccordingtothecolumnsinthetable.TbringsthehighlightedDon’tforget!
notetotheSs’attention.ThepointcouldbequicklypracticedbygivingSsincompletesentencesfinishingwithaprepositionandaskingthemtoprovidean–ingformandanountofinisheachsentence.
Ex.5Vocabulary
Sscompletethetablebyprovidingthecorrectnounorverbform.Theycanfindtheanswersinadictionary.
Ex.6Speaking
InpairsSsdiscusschangestakingplaceintheirownindustry/sector.Thiscouldincludetheimpactofnewtechnology,markettrends,economictrendsorthedevelopmentofnewbusinesspractices,businessenvironment.
Step2Homebanking
Telicitswhathomebankingisandhowitworks.Sscanbrieflydiscusswhethertheyuseit,itsadvantagesetc.asaclass.
Ex.1Listening1
TsetsthesceneandSsreadthroughthehandwrittennotesbeforelisteningtothecassette.Afterlistening,Tpointsout
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