Unit 8 Dealing with problems
Unit 8 Dealing with problems
a Objectives Focus Warming up 8.1 What seems to be the problem? 8.2 We all make mistakes -sometimes a 8.3 Complaining and apologizing a8. 4 Friday afternoon: Delivery problems 8.5 Only the best is good enough 8.6 Monday morning: After-sales problems ■Sum-up Assignment
◼ Objectives ◼ Focus ◼ Warming up ◼ 8.1 What seems to be the problem? ◼ 8.2 We all make mistakes –sometimes! ◼ 8.3 Complaining and apologizing ◼ 8.4 Friday afternoon: Delivery problems ◼ 8.5 Only the best is good enough ◼ 8.6 Monday morning：After-sales problems ◼ Sum-up ◼ Assignment
Objectives When finishing learning this unit, you should be able to a Deal with some kinds of problems encountered in business Complain and apologize by letter, fax or e-mail
Objectives When finishing learning this unit, you should be able to: ◼ Deal with some kinds of problems encountered in business. ◼ Complain and apologize by letter, fax or e-mail
Focus a Resolving the problems that occur in International trade and daily work life Writing to complain and apologize
Focus ◼ Resolving the problems that occur in International trade and daily work life. ◼ Writing to complain and apologize
Warming up In business. customers are sometimes dissatisfied with a product or service after it has been delivered and paid for--maybe because they have unreasonable expectations, maybe because the service really is bad In our daily life, we always get involved in some annoying situation. Maybe you bought something and found it broken when back at home. What did you do then a Look at the pictures, what seems to be the problem? What are they going to say
Warming up ◼ In business, customers are sometimes dissatisfied with a product or service after it has been delivered and paid for--maybe because they have unreasonable expectations, maybe because the service really is bad. ◼ In our daily life, we always get involved in some annoying situation. Maybe you bought something and found it broken when back at home. What did you do then? ◼ Look at the pictures, what seems to be the problem? What are they going to say?
8.1 What seems to be the problems? a Discussion B listening
8.1 What seems to be the problems? A Discussion B Listening
a Discussion Look at the pictures What do you think has happened What are the people going to say? a What would you do in each situation
A Discussion Look at the pictures : ◼ What do you think has happened? ◼ What are the people going to say? ◼ What would you do in each situation
B Listening a You'll hear eight short phone calls. Match the number of each call to one of these sentences
B Listening ◼ You’ll hear eight short phone calls. Match the number of each call to one of these sentences
Answers to B 12 a C 3 f 4e ■61 71 8k
Answers to B ◼ 1 a ◼ 2 c ◼ 3 f ◼ 4 e ◼ 5 g ◼ 6 i ◼ 7 1 ◼ 8 k
8.2 We all make mistakes A Case study(reading discussion B Case study(listening, reading &discussion c Role play D Writing
8.2 We all make mistakes! A Case study (reading & discussion) B Case study (listening, reading &discussion C Role play D Writing