法规等：指没有做好自己工作，而应承担的不利后果或强制性义务。 (四)教学方法与手段 教学案分析（对待工作情感态度），任务型教学（公司部门积位设置， 作职责范围表达)，课堂小组学习（描述工作和职责的英语表达方式和对工作的 克恶) 第三单元：电话技巧 (一)目的与要求 1.了解接听电话的商务英语语言： 2.掌握帮人转接电话以及请求转接电话的交流用语，电话交流中留下信息的表 达方式 打电话中解决问题的表达法 (二)教学内容 Part i Warm-up Stuy the big 3 1.Be prepared.Avoid starting the process when you're rushed.Relax!Make sure you have a big pad of paper,a pen.aglass of water,and a reasonable amount of Don't give up.You have the right to get information and respectful service.Be persistent and patient.Realize that sometimes it will take ten calls to find out what you want no one person or organization has all the answers Try not to put people on the spot.It makes them defensive.Rather try to enlist their suppor mber,you u sually catch vith honey than with vinegar Part II Listening and Speaking 1.Divide the class into pairs.Ask Ss to allocate the roles and roles-play the telephone dialog 2 who take the roe of Louise can either approve or disapprove of the change should be 3.Invite one or two pairs to cat out the dialogs in class to check if Ss can develop the phone call naturally. Part III Language Focus Divide the class into pairs get Ss to decide which role to take.Have Ssrole-play according to the information provided,referring to the expressions in Language 2. Walk around the classroom and check whether Ss can use the expressions properly. 3.Ask a pair to role-play the telephone dialog in class.encourage the rest of the class omment on their performance Part IV Viewing and Speaking Video 2 You are hard to get hold of Video 1 Leaving a message Part v Case analysis Divide the class into small roups Ask Ss to discuss in n gro upsand list busines phone calls in diverse situations.Ask Ss to research the skills and techniques of 法规等；指没有做好自己工作，而应承担的不利后果或强制性义务。 （四）教学方法与手段 教学案例分析（对待工作情感态度），任务型教学（公司部门职位设置，工 作职责范围表达），课堂小组学习（描述工作和职责的英语表达方式和对工作的 喜恶） 第三单元：电话技巧 （一）目的与要求 1. 了解接听电话的商务英语语言； 2. 掌握帮人转接电话以及请求转接电话的交流用语，电话交流中留下信息的表 达方式，打电话中解决问题的表达法。 （二）教学内容 Part I Warm-up: Stuy the big 3 1. Be prepared. Avoid starting the process when you’re rushed. Relax! Make sure you have a big pad of paper, a pen, a glass of water, and a reasonable amount of time. 2. Don’t give up. You have the right to get information and respectful service. Be persistent and patient. Realize that sometimes it will take ten calls to find out what you want. No one person or organization has all the answers. 3. Try not to put people on the spot. It makes them defensive. Rather try to enlist their support. Remember, you usually catch more flies with honey than with vinegar. Part II Listening and Speaking 1. Divide the class into pairs. Ask Ss to allocate the roles and roles-play the telephone dialog. 2. Ss who take the role of Louise can either approve or disapprove of the change. Polite expressions should be suggested. 3. Invite one or two pairs to cat out the dialogs in class to check if Ss can develop the phone call naturally. Part III Language Focus 1. Divide the class into pairs get Ss to decide which role to take. Have Ss role-play according to the information provided, referring to the expressions in Language Focus. 2. Walk around the classroom and check whether Ss can use the expressions properly. 3. Ask a pair to role-play the telephone dialog in class.encourage the rest of the class to comment on their performance. Part IV Viewing and Speaking Video 2 You are hard to get hold of! Video 1 Leaving a message Part V Case Analysis 1. Divide the class into small groups, Ask Ss to discuss in groups and list business phone calls in diverse situations.Ask Ss to research the skills and techniques of