剑桥商务英语》授课教案Unit 14

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1、大家学习网Unit14(a)DirectserviceproviderI.TeachingObjectives:i.ToenableSstotalkaboutinsuranceandchangesinworkingpracticesii.Topractiselisteningforspecificinformationiii.Toreviewlanguageoffuturepossibility/probabilityII.Materialsneeded:Cassette-PassCambridgeBECPreliminaryIII.TeachingProcess:i.Unitove

2、rview·ThecallcentreWarmer:Ssdiscusstheadvantagesandpopularityofcallcentres.Listening1:Sslistentoamanagertalkaboutwhyhiscompanyusescallcentresandcompletenotesaboutthecompany.Ssthenlistenagainandanswermultiple-choicequestions.Vocabulary:Ssmatchinsurancewordswithdefinitions.Languagefocus:Ssreviewt

3、helanguageoffuturepossibilityandprobability.Speaking:Ssdiscussfourstatementsaboutthefuture.·WorkinginacallcentreListening2:Ssdecideifstatementsaboutacallcentrearetrueorfalsethenlistentothemanagerandchecktheiranswers.Reading:Sslookatdescriptionsfpeopleandsaywhomightbeinterestedinworkinginacallce

4、ntre.Speaking:SsdiscusswhatchangesdirectservicesandtheInternetmightbring.·Self-studyVocabulary:Keywordexercise(insurance).Oddoneoutexercise.Gap-fillingexercise(insurance).Exampractice:Multiple-choicegap-filltest.ii.DetailedstudyofthisunitStep1ThecallcenterBackground:http://club.TopSage.com大家学习网

5、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%。Callcentersareoneofthefastestgrowingse

6、ctorsintheUK.Asmoreandmorefinancialservicecompaniessuchasinsurancecompaniesandbankschangetotelephone-basedbusinesspractices,theyaresettingupcentralizedtelephonecenterswhichhandleallnationalcalls.Thecallcentersareusuallysetupinbusinessparksandout-of-townlocations,ofteninareaswithrelativelycheapl

7、andsuchasScotlandorthenorth-east.Openmuchlongerthanhighstreetshops,thecustomerservicecentersofferaninstantresponseatalmostanytimeofday.Powerfuldatabasesandnewtelephonetechnologyallowthecompaniestohandlelargevolumesofcallsefficient