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剑桥商务英语授课教案Unit .

剑桥商务英语授课教案Unit .
剑桥商务英语授课教案Unit .

Unit 14 (a) Direct service provider

I. Teaching Objectives:

i. To enable Ss to talk about insurance and changes in working practices ii. To practise listening for specific information

iii. To review language of future possibility/probability

II. Materials needed: Cassette- Pass Cambridge BEC Preliminary

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 questions.

V ocabulary: 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 then listen to the manager and check their answers.

Reading: Ss look at descriptions f people and say who might be interested in

working in a call centre.

Speaking: Ss discuss what changes direct services and the Internet might bring.

·Self-study

V ocabulary: Keyword exercise (insurance).

Odd one out exercise.

Gap-filling exercise (insurance).

Exam practice: Multiple-choice gap-fill test.

ii.Detailed study of this unit

Step 1 The call center

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电话为主要手段的经营方式。它们正在建立集中的电话中心,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电话技术使许多公司能够高效率的处理频繁的电话,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%。

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, they 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 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 European 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 Speaking

T 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 expressions:

1.direct, quick and efficient

2.reduce costs

3.no need to pay commission to brokers or agents

4.without the limitation of time and place

5.don’t have to pay high rents for locations

6.Customers also benefit

7.Providing services directly by telephone has the advantages such as…

Ex. 2 Listening 1

Before 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 侧重所花的代价,成本

2.Premium 保险费,money you pay for insurance

3.loan 通过正式手续所借的款项

4.pension 养老金

https://www.wendangku.net/doc/9c4370619.html,mission 佣金money pay to a salesperson for every sale he /she

makes.

E.g. commission agent 代销机构

commission sale 委托出售

6.At one’s fingertips 立即可以得到,近在手边

E.g. With business information at our fingertips, we can solve your problems easily.

Ex. 3 Listening 1

Ss 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 who answer telephone enquiries full-time while operative is used by George Watt as a technical term referring to Direct Line staff.

Ex. 4 V ocabulary

Ss 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 feedback 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 Don’t forget! section. T reminds Ss that will is normally reduced to ’ll in speech.

Ex. 5 Speaking

The statements give opinions about how basic business practices will

develop in the future. Ss offer their own views.

Step 2 working in a call centre

Ex. 1 Listening 2

Ss 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 their answers.

Note:

1.The computer system does monitor whether operatives are at their desks.

在工作岗位上

Ex. 2 Reading

Ss 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 before giving feedback. Note:

1.start a family:生第一个孩子

Suggested answers:

1. Zo?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 Taylor Possibly Would suit evening work, secretarial

experience.

Ex. 3 Speaking

In 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 as video-conferencing and video-phones.

Useful expressions:

1.home shopping 电视直销购物

2.telesales 电话销售

3.make shopping / selling easy and convenient

4.Customers may probably buy a fake 顾客可能买的是赝品

5.The quality of products may not be guaranteed Step3 Self-study

Help Ss finish Self-study exercises.

Unit 14 (b) The banking sector

I. Teaching Objectives:

i. To enable Ss to talk about banking services and changes within an industry

ii. To practise reading for gist and specific information

iii. To practice listening for specific information

iv. To raise awareness of -ing

II. Materials needed: Cassette- Pass Cambridge BEC Preliminary

III. Teaching Process:

i.Unit overview

·The banking revolution

Reading: Ss look at a headline and predict the content of an

article. They then read the article and match headings

with paragraphs. Ss take notes from the article then

answer multiple-choice comprehension questions.

Language focus: Ss categorise different uses of –ing and focus on the

fact that prepositions are often followed by –ing.

V ocabulary: Ss complete a word-building table.

Speaking: Ss discuss the changes affecting their sector/industry. ·Home banking

Listening 1: Ss listen to an enquiry about home banking and take notes.

Listening 2: Ss listen and complete an application form.

Speaking: Ss discuss the services offered by their own banks.

·Self-study

V ocabulary: Crossword (banking words).

Matching exercise (verb+noun).

Matching exercise (noun+preposition+noun).

Exam practice: Note-taking.

ii.Detailed study of this unit

Background information:

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20XX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。

Step 1. The banking revolution

Warmer: 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 books and quickly scan through the text to search for the issues listed on the board. Ex. 1 Reading

Ss 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 answers.

Note: meet the cost 支付费用,meet expenses支付开支

Ex. 2 Writing

Ss read the text again and complete the table by taking notes under the three headings.

Suggested answer:

The bank’s plans: Cut jobs

Close domestic branches

Develop electronic banking

Reasons for cutting costs:Competition from supermarkets and direct

providers

Investment in IT

Millennium bug

European monetary union

Banking 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 Grammar

Ss can 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 Don’t forget! note to the Ss’attention. The point could be quickly practiced by giving Ss incomplete sentences finishing with a preposition and asking them to provide an –ing form and a noun to finish each sentence.

Ex. 5 V ocabulary

Ss complete the table by providing the correct noun or verb form. They can find the answers in a dictionary.

Ex. 6 Speaking

In pairs Ss discuss changes taking place in their own industry/sector. This could include the impact of new technology, market trends, economic trends or the development of new business practices, business environment.

Step 2 Home banking

T elicits what home banking is and how it works. Ss can briefly discuss whether they use it, its advantages etc. as a class.

Ex. 1 Listening 1

T sets the scene and Ss read through the handwritten notes before listening to the cassette. After listening, T points out that the services available also appear on the visual.

Note:

PIN number: Personal Identification Number

Ex. 2 Listening 2

The second listening continues on from the first with the customer now actually applying for the telephone banking service. Ss read the blank form and then listen to the conversation and complete the form.

Ex. 3 Speaking

In pairs Ss discuss their own bankers’ services: which they use and which they wish they could have. This could lead to an open class discussion about banks in the country.

Step 3 Self -study

Help Ss finish Self-study exercises.

Note:

1. IBM = International Business Machines Corporation (美) 国际商用机器

公司

2.RAM = random access memory 随机存储器,计算机硬盘

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