Unit11ConflictandCompromiseTopicTalk課件-高中英語北師大版（2019）選擇性

ConflictandCompromiseTopicTalkUnit111.Tolistenforspecificinformationandunderstandphrasesincontext.2.Towriteashortparagraphaboutusefulwaystoresolveconflictsbetweenfriends.LearningobjectivesPredictwhatmighthappenbetweenthepeopleinthepicture?

Lead-in?tokeepsilent?totalktomyfriends?tomakeaphonecalltoapologise?tosaysorry?torespondwithmoreanger?toasksomeoneelseforadvice?tonegotiatewithhim/her?toexplainmyideaagainDoyousometimescomeintoconflictwithyourfriendsorfamilymembers?Howdoyouresolveconflicts?Pre-listeningListentoDialogue1.Lookatthepicture,whatisthefiguredoing?Complainingtothecallingcentreagent.Howdoesacustomercomplaintoanagent?Let’slistenforanswers!Pre-listeningTask1:Listentothedialogueandthenchoosethebestanswer.1.What’stherelationshipbetweenthetwo?A.Customerandserviceagent.B.Employerandemployee.C.Bankmanagerandclient.2.Whatistheproblemoftheman?A.Hisaccountwasclosed.B.Helosthisaccountmember.C.Therewassomewrongwithhisaccount.3.Howdidthecustomerfeelattheendofthedialogue?A.Angry. B.Grateful. C.Upset.√√√While-listeningListentothedialogueandcompleteitbyunderliningtheexpressionsyouhearorfillintheblanks.FindingtheCausehowmayIhelpyouhowcanIhelpyouwhattheproblemiswhatIcandotohelpwhatiswrongListentothedialogueandcompleteitbyunderliningtheexpressionsyouhearorfillintheblanks.TextBuilderConflictandCompromiseAgent:Goodafternoon,__________?…Agent:Wouldyoupleasetellme____________?CompromisingIcanunderstandIdounderstandwhyyouareupsetIknowhowyoufeelIknowhowannoyingitisaresponseisprovidedtheissueisresolvedasolutionisgivenseewhatIcandochecktheproblemasksomeoneforhelpbefinebythistimetomorrowbeokayinanhourAgent:Yes,sir,_____________.…Agent:Pleasegivemeyouraccount

number,sir,andI’llinquire

andmakesureIdoun__

as

soonaspossible.…Agent:Right.Wouldyoupleasewait

afewminutes?Iwill______check_________

and

___________.…Agent:Sorryforkeepingyouwaiting…Wedetectedanerrorinyouraccount.Ihaveresetyouraccount.It’ll__________________.ApologisingAgent:Iquiteunderstandhowyoufeel,sir.Iapologisefor___________.ourpartinit.theinconveniencewastingyourtimeIknowit’snot___________.-Thankyou.Youhavebeenmost_________.yourfaulthelpfulAcceptinganapologyTask3:Listentothedialogueagainandcompletewhattheagentsaid.FindingthecausesAgent:Goodafternoon,_____________________?Agent:Wouldyoupleasetellme___________________?CompromisingAgent:Yes,sir,____________________________________.Agent:Pleasegivemeyouraccountnumber,sir,andI’llinquireandmakesure______________________assoonaspossible.Agent:Right.Wouldyoupleasewaitforafewminutes?Iwill—_____________________and__________________.Agent:Sorryforkeepingyouwaiting...Ihaveresetyouraccount.It’ll______________________.ApologizingAgent:Iquiteunderstandhowyoufeel,sir.Iapologisefor______________.howmayIhelpyouwhatiswrongIdounderstandwhyyouareupsettheissueisresolvedseewhatIcandochecktheproblembeokayinanhourourpartinitWhatistherightproceduretoresolveaconflict?FindthecausesMakeanapologyforyourpartMakeacompromiseThinkandSummarizeInthefindingthecausepart,whatcouldtheysay?Whatcouldtheagentsay?Whatcouldthecustomersay?HowmayIhelpyou?HowcanIhelpyou?Wouldyoupleasetellmewhattheproblemis?whatIcandotohelp?whatiswrong?ThereisnoshipmentinformationaboutthepurchaseImade.Yourproductbrokein3days.Youdidn’tsendthepromisedattachedgift.Ipaidinfull,butyouraccountsdepartmentdidn’tnotedownmypayment.Ikeepreceivingmarketingpromotions,whichIdon’tneed....FindingtheCauseagentcustomerInthecompromisingpart,whatcouldtheagentsay?Yes,sir.I’llinquireandmakesureIcanunderstand.Idounderstandwhyyouareupset.Iknowhowyoufeel.Iknowhowannoyingitis.aresponseisprovided.theissueisresolved.asolutionisgiven.It’llWouldyoupleasewaitforafewminutes?IwillseewhatIcando.checktheproblem.asksomeoneforhelp.Sorryforkeepingyouwaiting.Ihave...befinebythistimetomorrow.beokayinanhour.CompromisingagentIntheapologizingpart,whatcouldtheagentsay?Intheacceptinganapologypart,whatcouldthecustomersay?Iapologizeforourpartinit.theinconvenience.wastingyourtime.AcceptinganapologycustomerIknowit’snotyourfault.Thankyou.Youhavebeenmosthelpful.ApologizingagentMakeashortdialoguewithapartneraboutresolvinganissuebetweenanunhappycustomerandaserviceagent.TalkandShareListentoDialogue2.Beforeyoulisten,youcanreadthequestionsandpredictwhatyouwillhear.Predict：What’sthedialogueabout?————————————————————————————————————————ThedialogueisaboutTim’sproblemandsuggestionsofferedbyMr.Smith.Pre-listeningTask1:Listentothedialogueandthenchoosethebestanswer.1.WhatistheproblemwithTim?A.Hecan’tconcentrateonhisstudy.B.Heisaddictedtoplayingmobilegames.C.Heisashamedtoadmithismistake.2.WhatdoesMr.SmiththinkofTim’sproblem?A.Ashamed.B.Common.C.Guilty.3.HowmanypiecesofadvicedidMrSmithgivetoTim?TwoB.OneC.Three√√√While-listeningTim,ahighschoolstudent,hasalsocomeacrossoneoftheproblems.Hechosetoaskhisteacherforhelp.Listentothefirstpartofthedialogue.Answerthequestions.1.HowdoesTimaskMr.Smithforhelp?Whatdoeshesay?2.HowdoesTimtelltheproblem?Whatdoeshesay?3.HowdoesMr.SmithcomfortTim?Whatdoeshesay?1.HowdoesTimaskMr.Smithforhelp?

“I’msomewhat

annoyedwithmyselfrecently.”2.HowdoesTimtelltheproblem?“I’mashamedtoadmitthatIreallystrugglewithmyselfaboutplayingcomputergames.”Whatisthispartabout?Askingforhelp.Whatisthispartabout?Tellingtheproblem.3.HowdoesMr.SmithcomfortTim?

“That’scompletelynormalamongteenagers,evenamongadults,andit’sperfectlyunderstandable.”“Tohavethecouragetoacknowledgethisisalreadyasignofmaturity.”Whatisthispartabout?ComfortingTim.WhatareMr.Smith’ssuggestions?Listentotherestofthedialogueandfillintheblanks.Mr.Smith’ssuggestionsStudyingin1.alibraryWhenat5.hom___2.____________thelibraryusually3.______________________________,whichwillhelpyou4._____________________________.Askyourmomordadtohelp6._______you.Whentheyaren’thomeBy9.________yourselfagoal,youwillknowwhatyouhaveto10._____bytheendofthetime.youneedtoadopt7.__________and8.___________.alibraryhomeThisisbecausehasgoodstudyingatmosphereconcentrateonyourworkmonitorself-controlgoalsettingassigningfinish聽力文本（T=Tim

S=MrSmith）T：Hello，MrSmith.I’msomewhatannoyed

withmyselfrecently.IthinkIneedsomehelp.S：Hi，Tim!Comeandsitdown.I’dliketolistentoyourproblemandseewhatIcando.T：I’mashamedtoadmitthatIreallystrugglewithmyselfaboutplayingmobilegames.WhenIsitdowntostudy，IoftenintendtostartbyplayingmobilegamesforafewminutesandonceIdoso，Icannotstop.Afterawhile，Inoticethetimepassingquicklyandthismakesmefeelguilty.Butthenextday，everythinggoesthesame.It’sawful.S：That’scompletelynormalamongteenagers，evenamongadults，andit’sperfectlyunderstandable.So，don’tfeeldown.Tohavethecouragetoacknowledgethisisalreadyasignofmaturity.T：Thankyou，butwhatcanIdotostopit?S：Firstly，Iwouldliketorecommendstudyinginalibrary.Thisisbecausethelibraryusuallyhasgoodstudyingatmosphere，whichwillhelpyouconcentrateonyourwork.T：That’sareallygoodidea.Seeingotherstudentsworkinghardwillencouragemetoworkhard，too.ButIwon’talwaysbeabletostudyinthelibrary，sowhatshouldIdowhenI’mathome?S：Whenyou’reathome，youcanaskyourmumordadtohelpmonitoryouandmakesurethatyouareworkingfortwohoursafterschooleveryday.AndI’msureyourparentswouldbehappytohelpyou.T：Yes，Iagree.ButwhatshouldIdowhentheyaren’tathomethough?S：Goodquestion!Thisiswhereyouneedtoadoptself-controlandgoalsetting.Setacleargoalforeverystudyingperiod.Byassigningyourselfagoal，youwillknowwhatyouhavetofinishbytheendofthetime.Andwhenyouwanttopickupyourphone，keeptellingyourselftoholdonforanothertenminutesuntilfinallyyoureachyourgoal.T：Thanks，MrSmith.Ithinkyouradviceishelpful.I’llhaveatry.What’sthemostimportantthingwhendealingwithconflicts?SummarizeandThinkConflictandcompromiseacustomer&acallingcenteragentastudent&ateachercompromise&givesuggestionsThepointistobesincereandofferunderstanding.Usethelanguageyouhavelearnttooffersuggestionstoresolveconflictsbetweenthemotherandthedaughter.Tothemother:Whenfindingyourdaughterhasbeenusingmobilephoneforalongtime,youshouldcalmdown…Tothedaughter:Whenyourmotherisangryaboutyouusingmobilephoneforalongtime,you’dbetter…Thesof