Unit 17 Problems,problems
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
Objectives
When the learners finish learning this unit,they
should be able to
deal with problems and clients when placing orders
(and trying to rectify them)
complain and apologize
know how to use present progressive tense to describe
future arrangements
(“will” future for decisions made at the time of speaking →
“will” future and present progressive)
返 回
Focus
Dealing with various problems in doing business
Complain and apologize
返 回
Warm up
Ask learners what kind of problems can occur
when ordering goods from another company,
Get learners to look at the departments and check
they understand what they do (Review Unit 4)
Ask them to look at the pictures on the textbook
and decide which department is responsible for
each problem,
返 回
17.1 Dealing with problems
A,Discussion
Reinforce the ideas of different departments in a company:
Suggested answer:
1) Marketing,
2) Sales,
3) Order processing / Dispatch,
4) Dispatch,
5) Accounts,
6) After-sales
B,Presentation
It is a matching exercise which focus on
introducing,will” form in offers and promises,
1,Learners match problems to responses
2,Play the recording so learners can check their
answers
C,Language focus
This exercise focuses on the use of,will” for
spontaneous decisions and contrasts it with the
present progressive for decisions that have
already been made (arrangements)
1,Look at the language box and highlight
differences between,I’ll…” and,I’m ~ing …”
2,In pairs,learners complete the sentences
with the correct form of the future.
D,Problem-solving (an,in-tray” exercise)
1,Learners have to read through the post and
decide what they will do with it,
(I’ll pass it on to Accounts; I’ll send them a cheque.)
2,Check if the learners are familiar with the
expressions of how to deal with the files,for
example,to file,to throw away,to pass it on to …,
place an order,look for another supplier,etc,
(I’ll phone her to arrange another appointment.)
3,The learners don’t need to understand every
word of the posts,gist comprehension is sufficient
in this case.
(I’ll call Marcel Delisse; I’ll pass it on to Order
Processing.)
4,Learners exchange with each other about their
decisions.
(I’ll throw it away; I’ll tell the Sales department.)
返 回
17.2 Complaining and apologizing
A,Reading,telephone manners
It is about DOs and DON’Ts on the phone and
focuses on the idea of politeness.
1,Introduce the activity by asking learners
to relate any incidents they can remember of
where people were exceptionally impolite
and /or unhelpful on the phone ---- elicit
some forbidden phrases this way,
2,Ask learners to read the article and underline
the five forbidden phrases.
3,To extend the activity,elicit any other DOs and
DON’Ts that learners would give on the subject of
telephoning.
B,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.
2,Listen to the recording and check the
information on the note.
3,Exchange with each other about answers.
C,Language focus
1,Get the idea
---- saying what the problem is
---- asking for more details
---- giving information
---- giving the reason for the problem
---- apologizing and saying what could be done for
the problem
2,Practice according to the cues
D,Speaking (role play),a customer phones a
supplier to complain about the delivery of the
wrong goods.
1,Divide the class into two groups (A and B) and
give them time to look at their respective Files
(File 51 and File 52) together,and make notes on
what they want to say.
2,Re-group learners into pairs (A+B) to role play
the situation.
返 回
17.3 Finding a solution---- a mini
case study
A,Reading
Ask learners to read the letter to Mr Olsen and
establish what the problem is,namely a machine
sent from Pacific Machines to Avalon Industries
arrived in a damaged condition.
B,Discussion
1,Learners look at Mr Olsen’s E-mail,
2,Ask learners what problems they face.
3,In pairs,learners now decide what action they
will take.
C,Writing
1,Divide the class into pairs (A and B) according
to what they want to do,
2,Ask them to look at their respective Files (File
53,File 54,File 55,and File 56)
3,Write their letter.
4,Show the letter to another pair when finished
(peer correction).
返 回
Sum-up
We learned from this unit first of all the
general problems the business people may
come across in placing an order,then focus
on how to deal with some after-sales
problems,at last,practice how to complain
about the problems and how to make an
apology,both in spoken form and written
form.
返 回
Assignments
Practice complaining and apologizing about
the problem based on textbook page 99,
part C.
返 回
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
Objectives
When the learners finish learning this unit,they
should be able to
deal with problems and clients when placing orders
(and trying to rectify them)
complain and apologize
know how to use present progressive tense to describe
future arrangements
(“will” future for decisions made at the time of speaking →
“will” future and present progressive)
返 回
Focus
Dealing with various problems in doing business
Complain and apologize
返 回
Warm up
Ask learners what kind of problems can occur
when ordering goods from another company,
Get learners to look at the departments and check
they understand what they do (Review Unit 4)
Ask them to look at the pictures on the textbook
and decide which department is responsible for
each problem,
返 回
17.1 Dealing with problems
A,Discussion
Reinforce the ideas of different departments in a company:
Suggested answer:
1) Marketing,
2) Sales,
3) Order processing / Dispatch,
4) Dispatch,
5) Accounts,
6) After-sales
B,Presentation
It is a matching exercise which focus on
introducing,will” form in offers and promises,
1,Learners match problems to responses
2,Play the recording so learners can check their
answers
C,Language focus
This exercise focuses on the use of,will” for
spontaneous decisions and contrasts it with the
present progressive for decisions that have
already been made (arrangements)
1,Look at the language box and highlight
differences between,I’ll…” and,I’m ~ing …”
2,In pairs,learners complete the sentences
with the correct form of the future.
D,Problem-solving (an,in-tray” exercise)
1,Learners have to read through the post and
decide what they will do with it,
(I’ll pass it on to Accounts; I’ll send them a cheque.)
2,Check if the learners are familiar with the
expressions of how to deal with the files,for
example,to file,to throw away,to pass it on to …,
place an order,look for another supplier,etc,
(I’ll phone her to arrange another appointment.)
3,The learners don’t need to understand every
word of the posts,gist comprehension is sufficient
in this case.
(I’ll call Marcel Delisse; I’ll pass it on to Order
Processing.)
4,Learners exchange with each other about their
decisions.
(I’ll throw it away; I’ll tell the Sales department.)
返 回
17.2 Complaining and apologizing
A,Reading,telephone manners
It is about DOs and DON’Ts on the phone and
focuses on the idea of politeness.
1,Introduce the activity by asking learners
to relate any incidents they can remember of
where people were exceptionally impolite
and /or unhelpful on the phone ---- elicit
some forbidden phrases this way,
2,Ask learners to read the article and underline
the five forbidden phrases.
3,To extend the activity,elicit any other DOs and
DON’Ts that learners would give on the subject of
telephoning.
B,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.
2,Listen to the recording and check the
information on the note.
3,Exchange with each other about answers.
C,Language focus
1,Get the idea
---- saying what the problem is
---- asking for more details
---- giving information
---- giving the reason for the problem
---- apologizing and saying what could be done for
the problem
2,Practice according to the cues
D,Speaking (role play),a customer phones a
supplier to complain about the delivery of the
wrong goods.
1,Divide the class into two groups (A and B) and
give them time to look at their respective Files
(File 51 and File 52) together,and make notes on
what they want to say.
2,Re-group learners into pairs (A+B) to role play
the situation.
返 回
17.3 Finding a solution---- a mini
case study
A,Reading
Ask learners to read the letter to Mr Olsen and
establish what the problem is,namely a machine
sent from Pacific Machines to Avalon Industries
arrived in a damaged condition.
B,Discussion
1,Learners look at Mr Olsen’s E-mail,
2,Ask learners what problems they face.
3,In pairs,learners now decide what action they
will take.
C,Writing
1,Divide the class into pairs (A and B) according
to what they want to do,
2,Ask them to look at their respective Files (File
53,File 54,File 55,and File 56)
3,Write their letter.
4,Show the letter to another pair when finished
(peer correction).
返 回
Sum-up
We learned from this unit first of all the
general problems the business people may
come across in placing an order,then focus
on how to deal with some after-sales
problems,at last,practice how to complain
about the problems and how to make an
apology,both in spoken form and written
form.
返 回
Assignments
Practice complaining and apologizing about
the problem based on textbook page 99,
part C.
返 回
