(四)教学方法与手段 本章教学以多媒体教学的形式进行，以教师的课堂讲授为辅，以学 生的课堂讨论和实际操练为主，课外布置学生完成相关练习。 第三章Telephoning1 (一)目的与要求 To help students master telephoning skills (二)教学内容 1、主要内容 How to conduct cold calling and confirm or rearrange appointments 2、基本概念和知识点 1)Conducting cold calling a.To be clear and concise b.Using questions c.Using titles d.Don't be offended by hostile behaviour 2)Confirming or rearranging appointments a confirming the topic date time and place b.To be ready with alternative appointment times c.Checking new requests if necessary (三)思考与实践 完成教材第五课和第六课的配套练习。 (四)教学方法与手段 本章教学以多媒体教学的形式进行，以教师的课堂讲授为辅，以学 生的课堂讨论和实际操练为主，课外布置学生完成相关练习。 第四章Telephoning2 (一)目的与要求 To help students master telephoning skills (二)教学内容 1、主要内容 How to make a complaint on the telephone and deal with a complaint on the telephone 2、基本概念和知识点 1)Making a complaint on the telephone a.Speaking to the person in a position to help you b.Stay as unemotional as possible c.Stating the problem clearly and calmly d.Stating what you want him/her to do e.Checking when you can expect results/feedback 4 （四）教学方法与手段 本章教学以多媒体教学的形式进行，以教师的课堂讲授为辅，以学 生的课堂讨论和实际操练为主，课外布置学生完成相关练习。 第三章 Telephoning 1 （一）目的与要求 To help students master telephoning skills （二）教学内容 1、主要内容 How to conduct cold calling and confirm or rearrange appointments 2、基本概念和知识点 1）Conducting cold calling a. To be clear and concise b. Using questions c. Using titles d. Don’t be offended by hostile behaviour 2）Confirming or rearranging appointments a. Confirming the topic, date, time, and place b. To be ready with alternative appointment times c. Checking new requests if necessary （三）思考与实践 完成教材第五课和第六课的配套练习。 （四）教学方法与手段 本章教学以多媒体教学的形式进行，以教师的课堂讲授为辅，以学 生的课堂讨论和实际操练为主，课外布置学生完成相关练习。 第四章 Telephoning 2 （一）目的与要求 To help students master telephoning skills （二）教学内容 1、主要内容 How to make a complaint on the telephone and deal with a complaint on the telephone 2、基本概念和知识点 1）Making a complaint on the telephone a. Speaking to the person in a position to help you b. Stay as unemotional as possible c. Stating the problem clearly and calmly d. Stating what you want him/her to do e. Checking when you can expect results/feedback