1,Oral Business English,2,Warming Up,Working Place,Listening Activities,Situational Conversations,Sentence Practicing,Supplementary Material,Leisure Time,Unit One,3,Have you ever made or handled any complaint? What will you do when coming across the following situations?,Warming Up,Some people like their toast well done.,Task 1,When coming across this situation, we could make a complaint to the shop where the toaster was bought or to the factory directly.,4,Have you ever made or handled any complaint? What will you do when coming across the following situations?,Task 1,Waiter, theres a cell phone in my soup,When coming across this situation, we could file a complaint to the manager and get the soup replaced.,5,How will you make your complaint? Describe the general process of filing a complaint with the help of following pictures.,Task 2,writing a letter,calling,writing an email,talking to them directly,6,Pair work: Talk about different ways of complaining. Among all the means, which one is your favorite? Discuss the reasons.,Task 3,Ways of complaining include writing a letter, calling, or writing an email, etc. Nowadays emailing is preferred as a way of complaining for its faster and more convenient compared to other means.,7,Mr. Richie: Im afraid Ive got a _ about the quality. Receptionist: Oh, whats wrong? Mr. Richie: The goods _ to us are seriously damaged. Receptionist: The _ may have been caused by many factors. May I know what happened to the goods? Mr. Richie: 60% of the vases were found to be _ when we opened the case. Receptionist: Well _ with it right away.,Listen to the dialogue and fill in the blanks with the useful information youve just heard.,Listening Activities,Task 1,8,Mr. Richie: Im afraid Ive got a complaint about the quality. Receptionist: Oh, whats wrong? Mr. Richie: The goods delivered to us are seriously damaged. Receptionist: The damage may have been caused by many factors. May I know what happened to the goods? Mr. Richie: 60% of the vases were found to be broken when we opened the case. Receptionist: Well deal with it right away.,Key to the Dialogue,9,This is part of a complaint letter.,We have to point out the quality issue, since it seems _. Often we notice that there are small defects that _ during production, handling and assembly. Wherever reasonable we try to _ and ask for improvement at following productions, but in recent past _ and also our reputation in the markets regarding quality is decreasing. This is unacceptable and _ on our and consequently also on your side.,Script,Task 2,Listen to the letter and fill in the blanks with the useful information youve just heard.,we have received an increasing number of quality problems from you recently.,simply could be avoided with a little more attention,accept those small defects under reservation,those claims have become too much,will cause severe problems,10,We have to point out the quality issue, since it seems we have received an increasing number of quality problems from you recently. Often we notice that there are small defects that simply could be avoided with a little more attention during production, handling and assembly. Wherever reasonable we try to accept those small defects under reservation and ask for improvement at following productions, but in recent past those claims have become too much and also our reputation in the markets regarding quality is decreasing. This is unacceptable and will cause severe problems on our and consequently also on your side.,Listening script,11,Step 1 The complainer: Bring up the complaint.,Sentence Practicing,I dont like to complain, but Ive had a lot of trouble with your company. 我不喜欢投诉，但是我在你们公司遇到了很多麻烦。 Id like to make a complaint to the General Manager, please. 我想跟总经理投诉。 Could I see the manager, please? I have a complaint to make. 我能跟经理谈谈吗？我想投诉。 Im to complain about the poor quality of service we received in your hotel recently. 我想投诉我们最近在贵酒店接受的低劣服务。 I would like to file a complaint of the poor food of your restaurant. 我想投诉贵饭店糟糕的食物。 I bought a DVD player last week and now it doesnt work. 我上周购买了一台DVD播放器，现在它坏了。 Im really not happy with this mobile-phone. 我对这部手机不太满意。 Parts of goods do not coincide with standards described in the contract. 有部分货物与合同的规格不符。 The goods delivered to us are seriously damaged. 贵公司发给我们的货物是严重损坏的。,12,Step 2 The receptionist: Ask for the exact problem.,13,Step 3 The complainer: Explain the exact problem/ask for action.,14,Step 3 The complainer: Explain the exact problem/ask for action.,15,You can bring it in and well have it checked. Or, our repairman can come to you. Im awfully sorry to hear that. Ill attend to it right away. Let me do some research on this and get back with you tomorrow. I do apologize. Its most unusual. I promis