Listening and speaking Listening and speaking.

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Listening and speaking Listening and speaking Slide 2 Slide 3 Slide 4 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? Slide 5 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). Slide 6 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 Slide 7 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. Slide 8 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. Slide 9 Dialogue 1 1)Im 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. we werent very happy so wet we couldnt go are very disappointed Slide 10 Dialogue 2 1) Yes, the whales were awesome but ______________________. 2) Im sorry but _____________________, I now have to make another airline booking and I have no idea whether therell be any seats available. __________________. Im feeling very annoyed thats not good enough Id like a full refund Slide 11 Dialogue 3 1)Excuse me, the tour _______________ ________________________ and wed _____________ please. 2) _____________________________ as were visitors to this area and were leaving tomorrow morning. 3) Well, actually, ____________________. Dialogue 3 1)Excuse me, the tour _______________ ________________________ and wed _____________ please. 2) _____________________________ as were visitors to this area and were leaving tomorrow morning. 3) Well, actually, ____________________. husband and I had expected like a refund Im afraid thats no good for us wed like a full refund wasnt what my Slide 12 Slide 13 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. Slide 14 Im sorry but Im afraid. Thats not good enough. Im feeling annoyed with/unhappy about/unsatisfied with Im not happy about /satisfied with Id like a (full) refund, please. Thats no good for me. You should do something about it. Useful expressions: Slide 15 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: Slide 16 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. Slide 17 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. Slide 18 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. Slide 19 Waiter: Well, I'll go and tell the waiter to take your order. Customer: Thanks. (A moment later) Waiter: Good afternoon, sir. Heres the menu. Customer: Thanks. Waiter: You are welcome. Slide 20 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. Slide 21 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. Slide 22 Finish the exercises on Page 68-69.