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Unit 8 - Session 2: A Smile Goes A Long Way

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Unit 8 | Session 2

A smile goes a long way


LEARNING OBJECTIVE: make complaints and show understanding
Unit 8 | Session 2
A smile goes a long way
LEARNING OBJECTIVE: make complaints and show understanding

Lesson Overview
1 GET STARTED: An unpleasant experience
2 READING: How do you deal with the little things in life?
3 CRITICAL THINKING: Identifying the writer’s purpose
4 SPEAKING TASK 1: Dealing with stress
5 LISTENING: Hotel troubles
6 SPEAKING SKILLS: Making complaints and showing understanding
7 SPEAKING TASK 2: A messy hotel room
8 PROGRESS CHECK
GET STARTED
An unpleasant experience
When was the last time you had to make a
complaint at a store or restaurant? What
happened? How was the issue resolved?

A couple months ago, I went to a nice


restaurant, but my food came out cold. I
was surprised because the chef himself
came out to talk to me and apologize,
and he didn’t charge me for my meal.
So, I was pretty happy in the end!
READING
How do you deal with the little things in life?
Read the article. Then work in groups to answer the questions.

1. What are some examples of “small


stuff” the writer mentions?

2. How can stress affect the body?

3. What advice does the writer give?


CRITICAL THINKING
Identifying the writer’s purpose
Think about the writer’s purpose for writing
the article. Check the best statement.
 a. To tell readers to be calm when they are in
traffic and dealing with bad weather

 b. To advise readers why they shouldn’t


worry and complain about the small stuff

 c. To warn readers that feeling stressed can


weaken the immune system
SPEAKING TASK 1
Dealing with stress
Look at the writer’s suggestions for
reducing stress. Which one(s) have you
used? Which do you think are the most
effective? What other techniques have
worked for you? Give examples to support
your ideas.
• Meditate
• Use breathing exercises
• Concentrate on happy and positive thoughts
• Visualize a positive outcome
LISTENING
Hotel troubles
Listen to the conversation between two
friends, Lynda and Macarena. Which of
the following statements are true?
1. Lynda stayed at a hotel for a business meeting.
2. The hotel room was occupied by someone
else.
3. There were used towels in the bathroom.
4. Lynda used meditation to calm herself down.
5. The manager gave Lynda a voucher for a free
night’s stay.
6. Lynda plans to return to the hotel in the future.
LISTENING
Hotel troubles
Listen to the conversation again.
Complete Macarena’s statements that
show understanding.
1. Oh no, I’m so _______.

2. You mean they never cleaned it? That’s _______!

3. You _______ really mad!

4. I can’t _______ that.

5. Well, I don’t _______ you.

6. What a _______!
SPEAKING SKILLS
Making complaints and showing understanding
Look at the different ways to complain and to show
understanding when someone complains. Which ones
sound formal (F)? Which sound informal (I)? In what
situations would you hear these expressions?
1. I’d like to make a complaint. ____
2. This is horrible! ____
3. My deepest apologies. ____
4. What can I do to solve the problem? ____
5. I find this unacceptable. ____
6. I can’t believe that. ____
7. What a nightmare! ____
8. I sincerely apologize. ____
SPEAKING SKILLS
Making complaints and showing understanding
Work with a partner. Student A chooses a situation and makes a formal complaint to a
manager for each situation. Student B shows understanding. Use the phrases from the
Useful Language box. Then switch roles.
Situations: USEFUL LANGUAGE

1. You ordered soup at a restaurant, and it was cold. I’d like to make a complaint.

2. You bought a vacuum online, and it arrived I find this unacceptable.


broken. I feel that . . . should . . .
3. You took a trip, and your luggage arrived badly
damaged.
I’m very / terribly sorry to hear that.
4. You talked to customer service, and the
My deepest apologies.
representative was very rude.
I apologize for the inconvenience.
5. Your car is making a loud noise after it was
repaired by a mechanic. I understand why you’re upset / frustrated.
What can I do to solve the problem?
SPEAKING TASK 2
A messy hotel room
You and a coworker have rented hotel rooms near an office where you have a business
meeting tomorrow. You are very unhappy and need to complain to the manager. Role-play
a conversation with the manager using the prompts below. Then switch roles.
Hotel guests Hotel manager
1. Explain what condition you expected your 1. Listen to the guests’ complaints and show
hotel room to be in and what plans you had. understanding.
2. Explain what condition your rooms were in 2. Explain why the rooms they received were
when you arrived. Describe how things are not clean.
messy, dirty, and disorganized.
3. Offer the guests some form of
3. Explain how you want the hotel to resolve compensation, such as a discount for the
your problem and how that will affect future room or or a voucher for a free meal at the
business with them. hotel’s restaurant.

We are not happy with our rooms. We I’m very sorry to hear about the rooms. We
expected to have rooms that were . . . want our customers to be completely satisfied.
PROGRESS CHECK

Now I can . . .

 make a complaint.

 show understanding.

 identify a writer’s purpose.

 discuss techniques to deal with stress.


Unit 8 | Session 2
A smile goes a long way
LEARNING OBJECTIVE: make complaints and show understanding

Thank you!

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