(I)apology n.道歉an act of saying you are sorry (2)complaint n.抱怨，投诉a statement expressing your dissatisfaction (3)apologize v.to make an apology;to say you are sorry (4)properly adv.正确的 ()⑤inconvenient adj.不方便的causing difficulty,trouble,ordiscomfort (6)entirely adv.完全的completely (7)assure v.使放心to make someone feel certain about something (8)embarrassing adj.causing someone to feel awkward or uncomfortable (9)exchange v.to give up something in return for something else of similar value 2.Play the tape recorder for thestudents. 3.Check the answers. 4.Language and culture notes. (1)Oh,dear.An interjection used to express the speaker's surprise and annoyance. (2)the bill In many large apartment stores it is possible for customers to buy goods without payings for thmimmdiaeyThesrkeepsaf all the thi the customer buys and then snds himr her a bill for the total amount at the end of the month (3)Awfully sorry "very sorry." (4)I do apologize,madam.Here "do"is used to give emphasis to the main verb, spoken with a strong stress on it. (5)I'd like my money back,please.What the woman means here is that she would the shop fora refund.Nommally customer en retum sth.he has bought if he is not satisfied with it as long as he has the receipt. (6)It's not my color.The color of the dress doesn't suit me. Step Four Oral Practice 1.Ask the students to do the Exercise of"Making Appropriate Responses"in pairs. 2.Listen to the conversationl.2 again,and finish the Pair Work. Step Five Home Listening Ask the students to finish the"Home Listening"after class. VI.References 1.《大学英语听说》（学生用书），虞苏美，李慧琴主编，上海：上海外语教育出 版社，2006 (1) apology n. 道歉 an act of saying you are sorry (2) complaint n. 抱怨，投诉 a statement expressing your dissatisfaction (3) apologize v. 道歉 to make an apology; to say you are sorry (4) properly adv. 正确的 (5) inconvenient adj. 不方便的 causing difficulty, trouble, or discomfort (6) entirely adv. 完全的 completely (7) assure v. 使放心 to make someone feel certain about something (8) embarrassing adj. 尴尬的 causing someone to feel awkward or uncomfortable (9) exchange v. 替换 to give up something in return for something else of similar value 2. Play the tape recorder for the students. 3. Check the answers. 4. Language and culture notes. (1) Oh, dear. An interjection used to express the speaker’s surprise and annoyance. (2) the bill In many large apartment stores it is possible for customers to buy goods without paying cash for them immediately. The store keeps a record of the cost of all the things the customer buys, and then sends him or her a bill for the total amount at the end of the month. (3) Awfully sorry “very sorry.” (4) I do apologize, madam. Here “do” is used to give emphasis to the main verb, spoken with a strong stress on it. (5) I’d like my money back, please. What the woman means here is that she would like to return the dress to the shop for a refund. Normally, a customer can return sth. he has bought if he is not satisfied with it as long as he has the receipt. (6) It’s not my color. The color of the dress doesn’t suit me. Step Four Oral Practice 1. Ask the students to do the Exercise of “Making Appropriate Responses” in pairs. 2. Listen to the conversation1, 2 again, and finish the Pair Work. Step Five Home Listening Ask the students to finish the “Home Listening” after class. VI. References 1.《大学英语听说》（学生用书），虞苏美，李慧琴主编，上海：上海外语教育出 版社，2006