B Listening(introduces ways of complaining and apologizing) +. Learners look at Mr Noor's notes Check comprehension by asking a few questions, like, when did Ms Johnson order the goods? Has she received them? When does she need them? and so onB. Listening (introduces ways of complaining and apologizing)  1. Learners look at Mr Noor’s notes. Check comprehension by asking a few questions, like, when did Ms Johnson order the goods? Has she received them? When does she need them? … and so on