(共10张PPT)
Unit 11 Conflict and Compromise
Topic Talk
What happened between the people in the picture
1 Activate and share
1. Do you sometimes come into conflict with your friends or family
to keep silent to talk to my friends to make a phone call to apologize
to say sorry to respond with more anger to ask someone else for advice
to negotiate with him/her to explain my idea again
2. How do you resolve conflicts
1 Activate and share
negotiate : to try to reach an agreement by formal discussion
2 Listen to Dialogue 1
Read the phrases or expressions in the Text Builder carefully.
Listen and complete the information with the phrases from the right column.
3. Listen and imitate.
3 Role play Dialogue 1
1. Practice the dialogue in pairs.
2. Role play the dialogue in front of the class.
Work in pairs. Use the Text Builder to make a dialogue about resolving an issue between an unhappy customer and a service agent.
4 Make a Dialogue
5 Listen to Dialogue 2
1. Listen to Dialogue 2 and summarise the main idea.
A customer angrily complained that the account department kept sending messages to ask him to pay immediately, otherwise his count would be closed, but he had already paid it in full. The call center agent checked the problem and finally solved it.
2. Listen again and answer the questions.
(1) What is Tim’s problem
(2) What does Mr Smith think of Tim’s problem Is it a common one
(3) What behaviour does Mr Smith consider as “a sign of maturity”
(4) Why does Mr Smith recommend studying in a library
(5) What does Mr Smith suggest Tim do when his parents aren’t at home
5 Listen to Dialogue 2
He really struggled with himself about playing mobile games.
He think it is completely normal among teenagers, even among adults, and it is
perfectly understandable.
To have courage to acknowledge one`s problem is a sign of maturity.
The library has good studying atmosphere, which will help him concentrate on his work.
Adopt self-control and goal setting. Set a clear goal for every studying period. Control
the time period spent on the phone.
Listen again to summarize how to give suggestions.
5 Listen to Dialogue 2
Give comfort
I’d like to listen to your problem and see what I can do.
Don’t feel down.
Show empathy
That’s completely normal …, and it’s perfectly understandable.
Offer suggestions
Firstly, I would like to recommend …. This is because …
You can ask your mum and dad to help monitor you.
You need to adopt self-control and goal setting.
You’d better … Why not …
Use the language you have learnt to write a short paragraph giving suggestions to resolve conflicts between the mother and the daughter.
To the mother:
When finding your daughter has been
using mobile phone for a long time,
you should calm down …
To the daughter:
When your mother is angry about you using mobile
phone for a long time, you’d better …
6 Write a paragraph
