剑桥商务英语授课教案Unit 14

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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.

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

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

Vocabulary: 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:

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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…

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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

5. commission 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 Vocabulary

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

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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

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