商務(wù)英語函電u10

1、【 課題 】 UNIT 10 Claims And Settlement 【 教材版本 】閆興伯 黃憲西 . 中等職業(yè)教育國家規(guī)劃教材商務(wù)英語函電（國際商務(wù)專業(yè)） . 第二版 . 北京：高等教育出版社，2006【教學(xué)目標(biāo)】知識目標(biāo)：熟記本單元（有關(guān)索賠和理賠）的常見詞匯和句型。能力目標(biāo)：了解并掌握如何運(yùn)用商務(wù)書信在對外貿(mào)易中提出投訴。【教學(xué)重點(diǎn)、難點(diǎn)】教學(xué)重點(diǎn)：了解并掌握如何運(yùn)用商務(wù)書信在對外貿(mào)易中教學(xué)難點(diǎn)：了解并提出投訴過程中正確的信文安排和重要句型?！窘虒W(xué)媒體及教學(xué)方法】制作PPT。演示法、講授法、分組討論法。【課時(shí)安排】2 課時(shí)（ 90 分鐘） ?！窘虒W(xué)過程】第一環(huán)節(jié)導(dǎo)入1. 提問： I

2、f the buyers are not satisfied with the commodities, how will they do ?2. 學(xué)生討論問題并回答問題（見PPT）A buyer can solve the problems bya. 投訴complaintb. 索賠claimc. 仲裁arbitration第二環(huán)節(jié)新授課1. Pre-Study（ 1 ） Terms to LearnA. 教師帶讀，學(xué)生跟讀商務(wù)書信中的常見詞匯P146， P147。B. 學(xué)生理解并熟記這些單詞和表達(dá)方法。（ 2） Useful SentencesA. 教師帶讀，學(xué)生跟讀本單元的常用句型。B.

3、 學(xué)生理解并熟記這些表達(dá)方法。C. 課堂練習(xí)P149.Vocabulary review 1 （參考答案見PPT）2. Complaining of wrong Dispatch3. 1）幫助學(xué)生讀通和理解信文。（ NOTES 見 PPT）A. We are writing to complain about我方去函投訴complain vi 投訴complain about sth. 投訴某事complain to sb. of sth. 向某人投訴某事B. U pon opening the boxes, 當(dāng)我們打開箱子，upon=while 當(dāng) 時(shí)候e.g. Upon arriving

4、in Beijing,I will write to you.C. We regret that we cant keep this consignment,as we have an adequate stock already. 很遺憾我們不能保存這些寄售商品，因?yàn)槲曳揭呀?jīng)有充分的庫存。adequate=enough adj. 充分的，充足的e.g. We filled our bag with food so that we could have adequate food on our way.我們在包里裝滿了事物以便我們在途中有足夠的食物可以吃。D.We have no choice

5、 but to return them to you.我方別無選擇，只能將貨物退還給貴方。have no choice but to do sth. 別無選擇，只能You have no choice but to study hard.你別無選擇，只有努力學(xué)習(xí)。2）學(xué)生完成課堂練習(xí)P150-151 Vocabulary review 2， 3（參考答案見PPT）Homework1 .抄寫并熟記本單元的常見詞匯和句型。2 . P151 Writing PracticeUseful Information:If a complaint has to be made, your letter sh

6、ould:a. express your regret.b. Inform the receiver of the subject matter, such as order/contract number and its date;c. Tell him directly why you are not satisfied.d. Give our suggestions and hope for an early reply1 f you receive a complaint, you should make an investigation. If the complaint is re

7、asonable, just admit it readily and sent a reply as follows;a. Thank him for his complaint and admit a mistake is made at your endb. Promise that you will take actions to put it right.c. say you are sorry for the inconvenience causedd. assure him that more care will taken in the future【 課題 】 UNIT 10

8、 Claims And Settlement II【 教材版本 】閆興伯 黃憲西 . 中等職業(yè)教育國家規(guī)劃教材商務(wù)英語函電（國際商務(wù)專業(yè)） . 第二版 . 北京：高等教育出版社，2006【教學(xué)目標(biāo)】知識目標(biāo)：熟記本單元（處理對方投訴和索賠）的常見詞匯和句型。能力目標(biāo)：了解并掌握如何回復(fù)對方投訴、拒絕索賠的信函的思路及結(jié)構(gòu)安排?！窘虒W(xué)重點(diǎn)、難點(diǎn)】教學(xué)重點(diǎn)：了解和掌握如何處理和回復(fù)對方的投訴來函。教學(xué)難點(diǎn)：能根據(jù)給出的例子書寫書信?！窘虒W(xué)媒體及教學(xué)方法】制作PPT。演示法、講授法、分組討論法?！菊n時(shí)安排】2 課時(shí)（ 90 分鐘） 。【教學(xué)過程】第一環(huán)節(jié)導(dǎo)入1. 復(fù)習(xí)：投訴對方信函的結(jié)構(gòu)。2. 學(xué)生

9、討論問題：當(dāng)收到對方來信時(shí)，應(yīng)該如何處理？（見PPT）a. 調(diào)查對方所投訴內(nèi)容是否屬實(shí)，并給對方發(fā)出收到投訴函的通知，b. 經(jīng)調(diào)查后如果情況屬實(shí)，須盡快發(fā)函表示抱歉，并提出解決方法，c. 如果經(jīng)調(diào)查并不屬實(shí)，也必須盡快發(fā)函告知對方并提供自己的調(diào)查資料。第二環(huán)節(jié)新授課1. Apologizing for the Complaint（ 1 ）詞匯講解（見PPT）A. occur vi. 發(fā)生, 出現(xiàn)occur to 想起, 想到occurrence n. 發(fā)生 , 出現(xiàn) , 事件 , 發(fā)生的事情e.g. Dont let this occur again.不要讓這件事情再發(fā)生了。B. confus

10、e vt. 弄錯(cuò)，使混亂confused indication 亂顯示e.g. They asked so many questions that they confused me.他們問了許許多多的問題，把我弄糊涂了。（ 2）幫助學(xué)生讀通和理解信文。（見PPT）A the Mens Golf woolen stockings you kindly ordered were omitted from the shipment由于運(yùn)輸途中的疏忽，貴方所定購的男高爾夫棉襪被be omitted from 由于 的疏忽B. Your complaint was immediately sent to

11、 our Customer relations representative for investigation. 我方立即將貴方投訴交于我方相關(guān)的客戶代理調(diào)查C. We found that a mistake was indeed made by us .我方發(fā)現(xiàn)錯(cuò)誤確實(shí)是由我方引起。indeed adj. 真正的e.g. A friend in need is a friend indeed.患難見真交。D. The slip-up occurred in our new automated inventory control system,which is causing some p

12、roblems during the data entry stage.錯(cuò)誤發(fā)生在我方新啟動(dòng)的存量控制系統(tǒng)在輸入數(shù)據(jù)事出現(xiàn)了問題。E. We apologize again for this mistake and inconvenience to you.再次為我方的疏忽及因此而給貴方帶來的不便道歉。3）課堂練習(xí)P154. Vocabulary review 1-3 （參考答案見PPT）2.Replying to Ill-founded Complaint1 ）詞匯講解（見 PPT）A. satisfy vt. 滿足 , 使?jié)M意 , 說服 , 使相信satisfy of 使對 .感到信服,

13、使相信satisfy with 使對 .感到滿意, 使?jié)M足于.e.g. Nothing satisfies him , he is always complaining.任何事情都不能使他滿足，他總是抱怨。B. identical=the same adj. 同樣的，同一的e.g. Our views of what should do are identical .我們對于應(yīng)該采取的行動(dòng)持完全相同的看法。C. sole adj. 單獨(dú)的 , 唯一的sole agency 獨(dú)家經(jīng)理經(jīng)營sole agency rights 獨(dú)家經(jīng)銷權(quán)D. defense n. 保衛(wèi)，保護(hù)，國防defense p

14、roduct 軍用產(chǎn)品2）幫助學(xué)生讀通和理解信文。（見 PPT）A We can not find any difference between them.我方未發(fā)現(xiàn)任何差別。B. This has been confirmed by our Bureau of Commodity Inspection and Quarantine that both of the qualities are identical.我方所在商品檢驗(yàn)檢疫局也確認(rèn)兩者在質(zhì)量上是相同的。Be confirmed by 被 所確認(rèn)C. We would like to remind that we forwarded

15、you a shipping sample prior to the shipment.我方需要提醒對方我們在裝運(yùn)前已經(jīng)給貴方寄去了樣品D. and have not heard any objection from ou till deadline直到最后期限，我們并沒有收到貴方任何建議E .In view of the above.we can not help feeling that you are complaining with the sole aim of obtaining from us.根據(jù)以上幾點(diǎn)我方有理由相信貴方的投訴是毫無理由的。3）課堂練習(xí)P157. Vocabu

16、lary review 2 （參考答案見PPT）3.Rejecting the Claim（ 1）詞匯講解（見PPT）A. reject vt. 拒絕，不采納rejected cheque 拒付支票rejected product 次品 , 廢品 , 不合格產(chǎn)品B. improper adj. 不適當(dāng)?shù)模缓线m的 improper handling 操作不當(dāng)improper packing 包裝不良C. grant vt. 同意，準(zhǔn)予e.g. I grant his honesty. 我承認(rèn)他的誠實(shí)D. 2）幫助學(xué)生讀通和理解信文。（見PPT）A. We took your case seri

17、ously and have looked into the matter in detail我方認(rèn)真考慮了貴方的情況，并做了詳細(xì)的調(diào)查。B. Furthermore the clean B/L covering the goods indicates than they were received for shipment in apparent good condition.此外，清潔提單所涉及的貨物表明這些貨物在裝運(yùn)時(shí)外觀良好。C. In the circumstances, we are afraid that we cannot accept your request and we

18、would advise you to claim on the shipping company who should be held responsible.根據(jù)這些情況，我們恐怕不能接受你們的要求，我們建議你們向裝運(yùn)公司索賠，他們應(yīng)該負(fù)責(zé)任。D. At any rate ,we thank you for bringing this to our attention and if you feel it necessary we shall be pleased to take the case up on your behalf with the shipping company concerned.不管怎樣，我方感謝你方的提醒我方注意此事，如果貴方覺得有必要，我方將樂意代表貴方將此事提交船運(yùn)公司處理。（ 3）課堂練習(xí)P162. Vocabulary review