Listening

and

speaking

Listening

and

speaking

1. Before you listen, read the advertisement, Page 25; and discuss these questions.

1. Before you listen, read the advertisement, Page 25; and discuss these questions.

(1) What can you experience on this tour?

(2) Would you like to go on? What aspect of the tour would you like best?

(1) What can you experience on this tour?

(2) Would you like to go on? What aspect of the tour would you like best?

(3) When would you get a refund?

2. These dialogues between tourists and

a tour guide take place after a whale

watching tour. Decide what the

tourists would appreciate (G) and

what they might complain about (B).

Answer key for Exercise 2:

Good aspects: 1 3 5

Bad aspects: 2 4 6

Order: 4 3 1 6 5 2

Answer key for Exercise 2:

Good aspects: 1 3 5

Bad aspects: 2 4 6

Order: 4 3 1 6 5 2

3. Listen again. When the tourist complained, what result did he/she want to get from the tour guide and what was the actual result?

Dialogue 1

Result wanted:

Actual result:

Not stated by the tourist although she did say she wanted to speak to the manager. Not stated although the tourist probably would not get another tour or a refund.

Dialogue 2

Result wanted:

Actual result:

Dialogue 3

Result wanted:

Actual result:

A full refund.

Not stated although the tourist probably would not get another tour or a refund.

A full refund.

A refund of half the fare.

Dialogue 1

1) I’m sorry but ____________________

with the tour.

2) Well, it was ___________________

outside… My two kids

____________________.

4. Listen to the expressions that each

customer used to make his/her

complaint. Complete the sentences.

4. Listen to the expressions that each

customer used to make his/her

complaint. Complete the sentences.

we weren’t very happy

so wet we couldn’t go

are very disappointed

Dialogue 2

1) Yes, the whales were awesome but

______________________ .

2) I’m sorry but _____________________ ,

I now have to make another airline

booking and I have no idea whether

there’ll be any seats available.

__________________ .

I’m feeling very annoyed

that’s not good enough

I’d like a full refund

Dialogue 3

1) Excuse me, the tour _______________

________________________ and we’d

_____________ please.

2) _____________________________ as

we’re visitors to this area and we’re

leaving tomorrow morning.

3) Well, actually, ____________________.

Dialogue 3

1) Excuse me, the tour _______________

________________________ and we’d

_____________ please.

2) _____________________________ as

we’re visitors to this area and we’re

leaving tomorrow morning.

3) Well, actually, ____________________.

husband and I had expected

like a refund

I’m afraid that’s no good for us

we’d like a full refund

wasn’t what my

With your partner, make up

dialogues for the following situations.

Use expressions like the ones on the

next page.

Perform them for your class. Then

write them down.

I’m sorry but… I’m afraid….That’s not good enough.I’m feeling annoyed with/unhappy about/unsatisfied with… I’m not happy about /satisfied with…I’d like a (full) refund, please.That’s no good for me.You should do something about it.

Useful expressions:

1. You missed your flight because you think that it was not announced over the loudspeaker.

Customer: Excuse me but I'm feeling very annoyed because I've missed my flight. I'm sure it wasn't

announced. I've got to get to Beijing by tonight. Is there another flight I can go on?

Situations:

Airline official: All our flights are announced, sir/ madam, but I'll see if I can book you on another flight. Can you show me your ticket? Customer: Sure. Airline official: I'm sorry, but there aren't any seats available on the flights today, but I can get you on a flight early tomorrow morning.

Customer: I'm sorry but that's not good

enough. I've got to get to

Beijing today.

Airline official: Well, there's nothing I

can do about it.

Customer: Then, I'd like a refund please.

I'll go with another airline.

Airline official: Fine.

2. The fish you ordered tastes terrible.

Complain to the manager of the restaurant.

Customer: Excuse me.

Waiter: Yes, sir/madam.

Customer: I'm afraid that this fish I

ordered tastes terrible.

Waiter: Oh really. What's the problem

with it?

Customer. It doesn't taste fresh to me. I'd

like to order something else.

Waiter: Well, I'll go and tell the waiter to take your order.Customer: Thanks. (A moment later)Waiter: Good afternoon, sir. Here’s the menu.Customer: Thanks.Waiter: You are welcome.

3. The trousers the tailor had made for you

are too short. Complain to the tailor.

Customer: Good morning. I'm sorry but

when I put these trousers on this

morning I found that they were

too short. Can you let them down

for me?

Tailor: Well, that'll cost extra.

Customer: But it's not my fault that they are too short. Tailor: Well, I measured the length when you were here and you agreed to that length. Customer: Are you sure you won't lengthen it? Tailor: No, I certainly can't. If you want me to lengthen the trousers, you'll have to pay a bit more. Customer: Well ... OK.

Finish the exercises

on Page 68-69.

Finish the exercises

on Page 68-69.