Unit 11 Conflict and Compromise 课件(共16张PPT，内镶嵌音频)-2025-2026学年北师大版（2019）选择性必修第四册

(共16张PPT)
Unit 11 Conflict and Compromise
Topic Talk
Listen to Dialogue 1.
Predict content
Before you listen, you can read the text builder and the exercises. It will help you to predict what you will hear.
Predict: What’s the dialogue about
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The dialogue is about a complaint made by a customer about his account.
Pre-listening
Task 1: Listen to the dialogue and then choose the best answer.
1. What’s the relationship between the two
A. Customer and service agent.
B. Employer and employee.
C. Bank manager and client.
2. What is the problem of the man
A. His account was closed.
B. He lost his account member.
C. There was some wrong with his account.
3. How did the customer feel at the end of the dialogue
A. Angry. B. Grateful. C. Upset.
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While-listening
Task 2: Listen to the dialogue and fill in the blanks.
A: Good afternoon, how may I help you
C: I certainly hope somebody can! That ________ __________ of yours doesn't know what they are doing!
A: Would you please tell me what is wrong
C: This is the third time I am calling about the same thing. It's just ___ ______ _____ my time.
A: Yes, sir, I do understand why you are ______. Tell me what the problem is.
C: It's my ________. I have paid it in full but you keep sending messages to say that I need to pay immediately, __________ my account will be closed.
accounts
a
waste
of
upset
department
accounts
otherwise
Task 2: Listen to the dialogue and fill in the blanks.
A:Please give me your ________ ________, sir, and I'll _________ and make sure the issue is _________ as soon as possible.
C:The name's Jones and my account number is J28760.
A:Right.Would you please wait a few minutes I will ______ the problem and see what I can do.
A:Sorry for keeping you waiting. We detected an error with your account. I have ______ your account. It'll be okay in an hour. Everything will be fine.
C:Thank you very much. I'm sorry I was so angry. I know it is not your ______.
account
number
inquire
resolved
check
reset
fault
Task 2: Listen to the dialogue and fill in the blanks.
A: I quite understand how you feel, sir. I __________ for our part in it.
C: Thank you. You have been most ________.
A: It's a ________, sir. Have a good day.
C: And you, too.
apologise
helpful
pleasure
Task 3: Listen to the dialogue again and complete what the agent said.
Finding the causes Agent: Good afternoon, _____________________
Agent: Would you please tell me___________________
Compromising Agent: Yes, sir, ____________________________________.
Agent: Please give me your account number, sir, and I’ll inquire and make sure ______________________as soon as possible.
Agent: Right. Would you please wait for a few minutes I will —_____________________and __________________.
Agent: Sorry for keeping you waiting ...I have reset your account. It’ll ______________________.
Apologizing Agent: I quite understand how you feel, sir. I apologise for______________.
how may I help you
what is wrong
I do understand why you are upset
the issue is resolved
see what I can do
check the problem
be okay in an hour
our part in it
Task 4: What is the right procedure to resolve a conflict
Find the causes
Make an apology for your part
Make a compromise
Listen to Dialogue 2.
Before you listen, you can read the questions and predict what you will hear.
Predict：What’s the dialogue about
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The dialogue is about Tim’s problem and suggestions offered by Mr Smith.
Pre-listening
Task 1:Listen to the dialogue and then choose the best answer.
1. What is the problem with Tim
A. He can’t concentrate on his study.
B. He is addicted to playing mobile games.
C. He is ashamed to admit his mistake.
2. What does Mr. Smith think of Tim’s problem
A. Ashamed. B. Common. C. Guilty.
3. How many pieces of advice did Mr Smith give to Tim
Two B. One C. Three
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While-listening
Task 2:Listen and answer the questions.
1. Why does Mr. Smith recommend studying in a library
T: Thank you, but what can l do to stop it
S: Firstly, I would like to _____________ studying in a library. This is because the library usually has good ________ __________, which will help you ___________ _____ your work.
recommend
studying
atmosphere
concentrate
on
Task 2:Listen and answer the questions.
2. What does Mr. Smith suggest Tim do when his parents aren’t at home
T: Yes, I agree. But what should I do when they aren't at home though
S: Good question! This is where you need to _______ ____________ and _______ ________ . Set a clear goal for every studying period. By ___________ yourself a goal, you will know what you have to finish by the end of the time. And when you want to _____ _____ your phone, keep telling yourself to hold on for another ten minutes until finally you _______ your goal.
T: Thanks, Mr Smith. I think your advice is helpful. I'll have a try.
adopt
self-control
goal
setting
assigning
pick
up
reach
Task 3: Listen to the dialogue again and then tick the suggestions given by Mr Smith.
study in a library
encourage others to work hard
ask parents to monitor
work two hours after school every day
be self-disciplined
set a goal for yourself
play mobile phone for only ten minutes
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THANKS