劍橋商務(wù)英語授課教案Unit 14

1、 Unit 14 (a) Direct service providerI. Teaching Objectives:i. To enable Ss to talk about insurance and changes in working practicesii. To practise listening for specific informationiii. To review language of future possibility/probabilityII. Materials needed: Cassette- Pass Cambridge BEC Preliminary

2、III. Teaching Process: i.Unit overview·The call centre Warmer: Ss discuss the advantages and popularity of call centres. Listening 1: Ss listen to a manager talk about why his company uses call centres and complete notes about the company. Ss then listen again and answer multiple-choice questio

3、ns. Vocabulary: Ss match insurance words with definitions. Language focus: Ss review the language of future possibility and probability. Speaking: Ss discuss four statements about the future.·Working in a call centre Listening 2: Ss decide if statements about a call centre are true or false the

4、n listen to the manager and check their answers. Reading: Ss look at descriptions f people and say who might be interested inworking in a call centre.Speaking: Ss discuss what changes direct services and the Internet might bring.·Self-study Vocabulary: Keyword exercise (insurance). Odd one out

5、exercise. Gap-filling exercise (insurance). Exam practice: Multiple-choice gap-fill test.ii.Detailed study of this unitStep 1 The call centerBackground:呼叫中心是英國開展最迅速的行業(yè)之一。越來越多的金融效勞企業(yè)向保險公司，銀行已將經(jīng)營方式改成以 為主要手段的經(jīng)營方式。它們正在建立集中的 中心，處理全國的呼叫業(yè)務(wù)。呼叫中心通常設(shè)在商務(wù)園區(qū)和城區(qū)以外，土地較為廉價的地區(qū)。顧客效勞中心的營業(yè)時間比商業(yè)大街的商店長得多，每天幾乎是隨時提供迅速的應(yīng)答。強

6、大的數(shù)據(jù)庫和先進的 技術(shù)使許多公司能夠高效率的處理頻繁的 ，輕松的監(jiān)督公司的效勞質(zhì)量和大幅度減少本錢。英國是歐洲呼叫中心數(shù)量最多的國家，從業(yè)人員中目前約有1%的人從事這個行業(yè)。這個數(shù)字會在不久的將來上升到2%。Call centers are one of the fastest growing sectors in the UK. As more and more financial service companies such as insurance companies and banks change to telephone-based business practices, the

7、y are setting up centralized telephone centers which handle all national calls. The call centers are usually set up in business parks and out-of-town locations, often in areas with relatively cheap land such as Scotland or the north-east. Open much longer than high street shops, the customer service

8、 centers offer an instant response at almost any time of day. Powerful databases and new telephone technology allow the companies to handle large volumes of calls efficiently, monitor the quality of their service easily and reduce costs dramatically. The UK has more call centers than any other Europ

9、ean country and at present about one in every 100 employees works in one. This figure is expected to rise to one in fifty in the foreseeable future.Ex. 1 SpeakingT introduces the subject of call centres and asks Ss what they might be, how they work and whether they are popular in China or not.Useful

10、 expressions:1. direct, quick and efficient2. reduce costs3. no need to pay commission to brokers or agents4. without the limitation of time and place5. dont have to pay high rents for locations6. Customers also benefit7. Providing services directly by telephone has the advantages such as Ex. 2 List

11、ening 1Before playing the cassette, T tells Ss to read the gapped notes and points out that the gaps can be filled with up to three words or a number. T plays the cassette and Ss listen to George Watt, the National Sales Manager at Direct Line, and complete the note about Direct Line. Note:1. cost 側(cè)

12、重所花的代價，本錢2. Premium 保險費， money you pay for insurance3. loan 通過正式手續(xù)所借的款項4. pension 養(yǎng)老金5. commission 傭金 money pay to a salesperson for every sale he /she makes. E.g. commission agent 代銷機構(gòu) commission sale 委托出售6At ones fingertips 立即可以得到，近在手邊E.g. With business information at our fingertips, we can solve

13、your problems easily.Ex. 3 Listening 1Ss read through the multiple-choice questions before listening to the cassette again. Ss listen again and finish the multiple-choice questions. In feedback, T explains the difference between operator and operative.Note: operator being a general term for people w

14、ho answer telephone enquiries full-time while operative is used by George Watt as a technical term referring to Direct Line staff.Ex. 4 VocabularySs match the insurance /financial services words and their definitions. T reminds Ss that they can use the tape script on page 141 to help them. During fe

15、edback Ss quote from the tape script in support of their answers.T elicits from Ss ways of expressing future possibility and probability. T then draws Ss attention to the Dont forget! section. T reminds Ss that will is normally reduced to ll in speech. Ex. 5 SpeakingThe statements give opinions abou

16、t how basic business practices will develop in the future. Ss offer their own views.Step 2 working in a call centreEx. 1 Listening 2Ss read the statements and discuss them in pairs before deciding which are true and which are false. T elicits feedback before playing the cassette for Ss to check thei

17、r answers.Note:1. The computer system does monitor whether operatives are at their desks. 在工作崗位上Ex. 2 ReadingSs read through the descriptions and decide who would be interested in working in a call centre. Ss quote from the profiles in support of their answers. T asks other Ss for their comments bef

18、ore giving feedback.Note:1. start a family:生第一個孩子Suggested answers:1. Zoë Connolly Possibly Needs some money, might like a temporary job.2. Steven Gregory Possibly Although not suited to call centre (like traveling and meeting people), he is unemployed and has experience of sales.3. Helen Taylo

19、r Possibly Would suit evening work, secretarial experience.Ex. 3 SpeakingIn pairs Ss discuss how direct services and the Internet might change our daily lives. As both of these are made possible by cheap telephone technology, the discussion could broaden out to other telephone-based innovations such

20、 as video-conferencing and video-phones. Useful expressions:1. home shopping 電視直銷購物2. telesales 銷售3. make shopping / selling easy and convenient4. Customers may probably buy a fake 顧客可能買的是贗品5. The quality of products may not be guaranteed Step3 Self-studyHelp Ss finish Self-study exercises. Unit 14

21、(b) The banking sector I. Teaching Objectives:i. To enable Ss to talk about banking services and changes within an industryii. To practise reading for gist and specific informationiii. To practice listening for specific informationiv. To raise awareness of -ingII. Materials needed: Cassette- Pass Ca

22、mbridge BEC PreliminaryIII. Teaching Process: i.Unit overview·The banking revolution Reading: Ss look at a headline and predict the content of anarticle. They then read the article and match headingswith paragraphs. Ss take notes from the article thenanswer multiple-choice comprehension questio

23、ns.Language focus: Ss categorise different uses of ing and focus on the fact that prepositions are often followed by ing.Vocabulary: Ss complete a word-building table.Speaking: Ss discuss the changes affecting their sector/industry.·Home bankingListening 1: Ss listen to an enquiry about home ba

24、nking and take notes.Listening 2: Ss listen and complete an application form.Speaking: Ss discuss the services offered by their own banks.·Self-study Vocabulary: Crossword (banking words). Matching exercise (verbnoun). Matching exercise (nounprepositionnoun).Exam practice: Note-taking.ii.Detail

25、ed study of this unitBackground information: 1999 年諾貝爾經(jīng)濟學獎獲得者蒙代爾在20世紀60年代提出了“最適貨幣區(qū)概念。他認為，一個國家不一定要有自己的一套貨幣，而由幾個國家采取聯(lián)合的共同貨幣也許更有利-這一思想促成了歐元的誕生。 歐盟各成員國在1992年9月于馬斯特里赫特簽署的?歐洲聯(lián)盟條約?中做出實行單一貨幣的決定。該條約所附的議定書允許英國和丹麥游離于單一貨幣體系之外。1995年12月15日至16日在馬德里召開的歐洲理事會上，15個成員國的首腦一致決定將歐洲單一貨幣定名為“歐元，并通過推行實施歐元的最后的方案歐洲貨幣聯(lián)盟11個成員國從19

26、99年1月1日開始實行歐洲統(tǒng)一貨幣，這11個國家分別是：比利時、德國、西班牙、法國、愛爾蘭、意大利、盧森堡、荷蘭、奧地利、葡萄牙和芬蘭。希臘于2001年1月1日采用歐元，成為歐元區(qū)第12個成員國。其余三個歐盟國家丹麥、瑞典和英國不參與此進程。Step 1. The banking revolutionWarmer: T writes the headline from the article on the board. Ss work in pairs to predict the possible contents of the article. Ss then open their boo

27、ks and quickly scan through the text to search for the issues listed on the board.Ex. 1 ReadingSs read the four paragraph headings in the box and read the article again more carefully in order to match the headings with the paragraphs. During feedback Ss quote from the text in support of their answe

28、rs.Note: meet the cost 支付費用，meet expenses支付開支Ex. 2 WritingSs read the text again and complete the table by taking notes under the three headings.Suggested answer:The banks plans: Cut jobs Close domestic branches Develop electronic bankingReasons for cutting costs: Competition from supermarkets and d

29、irect providers Investment in IT Millennium bug European monetary unionBanking services: Telephone banking Smart cards PC banking Ex. 3 Writing Ss carefully read the questions before reading through the text again. During feedback Ss quote from the text in support of their answers.Ex. 4 GrammarSs ca

30、n the texts to underline examples of ing forms in the article. The underlined items are then grouped according to the columns in the table. T brings the highlighted Dont forget! note to the Ss attention. The point could be quickly practiced by giving Ss incomplete sentences finishing with a preposit

31、ion and asking them to provide an ing form and a noun to finish each sentence.Ex. 5 VocabularySs complete the table by providing the correct noun or verb form. They can find the answers in a dictionary. Ex. 6 SpeakingIn pairs Ss discuss changes taking place in their own industry/sector. This could include the impact of new technology, market trends, econom