Unit4-If-you-receive-a-complaint-listening-and-speaking-A.ppt

Unit4-If-you-receive-a-complaint-listening-and-speaking-A.ppt

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Period1Warm-up&ListeningandSpeakingALead-inTopic:

YesterdayIboughtanewTVset,butIfounditcantstartthismorning.Ifyouwereme,whatshouldyoudo?

HaveitrepairedWhatshouldyoudo?

Whatshouldyoudo?

Whatshouldyoudo?

ChangeitwithanewoneTrytorefunditMakeaphonecalltocomplainaboutCompanyLogoWarm-upAllkindsofproblemswemaymeetinourlifeIhadtowaitinlineforlongMosquitoesflewaroundmyheadforwholenightNooneservesmeThecarbrokedownTheroofleaksTheshirtisstainedMatcheachpicturewithcorrectCompanyLogoTheroofleaks.Nooneservesme.Theshirtisstained.IhadtowaitinlineforlongrtWhatstheproblem?

/Whatreallyannoyhim/her?

Thecarbrokedown.MosquitoesflewaroundmyheadforawholeCompanyLogoWhatWhatstheproblem?

Ifyouwerethestheproblem?

Ifyouweretheparentinthepicture,Whatwouldyouparentinthepicture,Whatwouldyoudo?

do?

Pre-listeningUnderCompanyLogoWhile-listeningWhatsthemainideaoftheconversation?

C.PricingofamachineA.ProblemswithamachineB.Howtouseanewlyboughtmachine.1st-listeningPartADoYouHaveaServiceContract?

CompanyLogoWhile-listeningReadtheconversationbyyourselves.ThenunderlinesentencesaboutmakingCompanyLogoWhile-listeningCompanyLogoWhile-listeningCompanyLogoWhile-listening2.Whatswrongwiththelight?

A.Itstoobright.B.Itsbroken.C.Itsnotbrightenough.4.WhatdoesthecustomerwanttodowiththeTV?

A.Changeitforanewone.B.Returnitandgethismoneyback.C.RentitforfewCompanyLogoWhile-listening2st-listeningListentoandreadfollowingthetape,tryingtofindrespondstoCompanyLogoWhile-listeningFacingsomanycomplaints,Isthereanyotherexpressionsforyoutorespondtocomplaint?

CompanyLogoWhile-listeningExpressionsonhowtorespondtoCompanyLogoWhile-listening（Practiceforconsolidation）Exercise1:

FastJudgement1.Idemandarefund.（）2.Wecanofferapartialrefund.（）3.Sendmeareplacement.（）4.Illaskmyboss.（）5.Youllhavetopayforthereturnpostage.（）6.Illlookintoit.（）CCRRRRCompanyLogoWhile-listeningExercise2:

Workinpairsandcompletethedialogue.Icantchangeitforyouwithoutreceipt.WhatcanIdoforyou?

Itstoosmallforme.Doyouhavethereceipt?

CompanyLogoPost-listening&speakingGroupwork:

DCompanyLogoSumupMakingacomplaintAcceptingacomplaintDelayingacomplaintRejectingacomplaintImafraidIhavetoImsorrytotroubleyou,butExcuseme,thereseemstobesomethingwrongwithIcanttellyouhowsorryIam.Imsorryaboutthat.Oh,Iamsorryaboutthat.Imafraidwecanthelpyouatthemoment.Wellcontactyousoon.Well,Imafraidthereisntmuchwecandoaboutit.BeingnotsatisfiedwithsthRespondtocomplaintsRespondstoCompanyLogoHomework1.Readandrecitenewwords2.FinishworkbookP543.PreviewlisteningandspeakingPartBCompanyLogo