◆ Obiectives ◆ Focus ◆ Warm up 17.1 Dealing with problems 17.2 Complaining and apologizing 17.3 Finding a solution- a mini case study ◆Sum-up Assignments Objectives  Focus  Warm up  17.1 Dealing with problems  17.2 Complaining and apologizing  17.3 Finding a solution---- a mini case study  Sum-up  Assignments