盛大的开业典礼.ppt

Unit10ComplaintandClaim Inthisunit youwill A Reviewcomplaintsandclaims B Learnandunderstandconversationsaboutcomplaintsandclaims C Learnhowtoexpresscomplaintsandmakeclaims WARM UPLISTENING SectionADirections Youwillhear5sentences Listentoeachsentence andthendecidewhatthebestresponseshouldbe 1 a Thedeliveryvanisonitsway c Bepatientplease it snottoolate b Wepromisedanearlydelivery d Don tworry We llbehereontime 2 a Wewillbeginrepairsatonce c Takeiteasy b Didyoutakethemtothehospital d I mafraidIcan thelpyou 3 a That snotaproblem c It snotreallymyfault b Itdoesn tmatter d I msorry Whatisyourorder 4 a Wedon toffersuchaservice c Pleasefillouttheclaimform b Oh forgetit d Pleasepaytheinsurance 5 a Idon tthinkso c Whydon tyoutryit b Whynot d That sthebeautysalon sorder Key WARM UPLISTENING 1 Youpromiseddeliverybysixo clock andit salreadyseven thirty a Thedeliveryvanisonitsway c Bepatientplease it snottoolate b Wepromisedanearlydelivery d Don tworry We llbehereontime 2 Youdeliveredthesofa butyourdeliverymenbrokethelegsonthewayupthestairs a Wewillbeginrepairsatonce c Takeiteasy b Didyoutakethemtothehospital d I mafraidIcan thelpyou 3 Yousentthewronginvoicewiththewrongproduct a That snotaproblem c It snotreallymyfault b Itdoesn tmatter d I msorry Whatisyourorder 4 Iwanttofileaclaimontheinsuranceforthatmissingpackage a Wedon toffersuchaservice c Pleasefillouttheclaimform b Oh forgetit d Pleasepaytheinsurance 5 Believeme there snowayahospitalwouldorderathousandbottlesofnailpolish a Idon tthinkso c Whydon tyoutryit b Whynot d That sthebeautysalon sorder WARM UPLISTENING SectionBDirections Youwillhear5shortdialogues Aftereachdialogue youwillhearaquestion Boththedialoguesandthequestionswillbespokentwotimes Afterlisteningtothedialogueandthequestion choosethecorrectanswerfromthefourchoices WARM UPLISTENING 1 a Colleagues c Customerandwaiter b Deliverypersonandofficeworker d Employerandemployee 2 a Atthepolicestation c Inadepartmentstore b Atapostoffice d Inarestaurant 3 a Heissatisfiedwiththedelivery c Heistryingtofindanexcuse b Heistryingtomakethewomansatisfied d Hefeelsverysorryforhisfault 4 a 50packetsofcorn c 30unitsofpepper b 50unitsofcopperwire d 30packetsofcorn 5 a Itwasdelayedbyheavytraffic c Itbrokedownontheway b Itranoutofoil d Itwasparkedinthewrongplace Key WARM UPLISTENING 1 W Areyousurethisorderisforourcompany M Yes yourbossthoughtsendingeveryonealittlegiftwasagoodidea Q What sthepossiblerelationshipbetweenthesetwospeakers a Colleagues c Customerandwaiter b Deliverypersonandofficeworker d Employerandemployee 2 M Howmuchareyouwillingtotakeoffthebillforspillinghotcoffeeonme W Yourmealisonthehouse Q Wheredoesthisdialoguemostprobablytakeplace a Atthepolicestation c Inadepartmentstore b Atapostoffice d Inarestaurant 3 W Everysingleitemyoudeliveredisbrokenorcoveredwithoil M Well atleastwedelivereditontime Q Whatcanwelearnfromtheman sresponse a Heissatisfiedwiththedelivery c Heistryingtofindanexcuse b Heistryingtomakethewomansatisfied d Hefeelsverysorryforhisfault WARM UPLISTENING 4 W Weaskedforadeliveryof50unitsofcopperwire not30packetsofcorn M Iamsorry waitaminuteandIwillcorrectyourorder Q Whatdoesthewomanwant a 50packetsofcorn c 30unitsofpepper b 50unitsofcopperwire d 30packetsofcorn 5 W Youpromiseddeliverybefore7o clocktonight M I msosorry Ourdeliveryvanwasstuckintraffic Q What swrongwiththeman svan a Itwasdelayedbyheavytraffic c Itbrokedownontheway b Itranoutofoil d Itwasparkedinthewrongplace BASICSKILLS Readandmemorizethefollowingexpressions MakingaClaimOurcontractstatesthat Accordingtoouragreement Ouragreementstatesthatyouneedto Youpromisedadeliverytoday but Ouragreementclearlystatesthat AcceptingaClaimYou resoright Yes thatisinthecontract Evidentlywedidn tliveuptooursideofthebargain Letmeseewhatwecando BASICSKILLS MakingAmendsWewilltakecareofthatforyouimmediately I lltakecareofthismyself Wewillstraightenthisoutinamoment Isthereanywaywecanmakethisuptoyou Wewilltrytomakeamends Wewillwaivethefee OfferingExplanationsOurshippingclerkmadeanerror Ourdeliveryvanisstuckintraffic Someofourmachinerybrokedown We vebeenhardhitbyillness Muchofourstaffisoutduetothebadweather Welostpowerforseveralhours BASICSKILLS ComplainingExcuseme butthere saproblemhere Weaskedforthis notforthat Iwonderifyoucouldhelpme Iamsorrytotroubleyou but Ihaveabitofaproblemhere yousee Iwantyouto comp mybill AcceptingComplaintsOnbehalfofthecompany letmeapologize Weareterriblysorry Ican ttellyouhowsorryweare Idon tknowwhattosay I lltakecareofthisrightaway Wewillmakeareductiononyourbill infact wewillmakeitfreeofcharge or comp it LISTENINGCOMPREHENSION SectionADirections Listentotheconversation Thenmarktheansweryouthinkisbest Theconversationwillbespokentwotimes Words Expressionsnailpolish指甲油mix upn 混乱 杂乱grandopening盛大的开业典礼 LISTENINGCOMPREHENSION 1 Whatarethemanandthewomantalkingabout a Howtousemake up c Amisseddelivery b Howtopolishfingernails d Anoverduebill 2 Whenwillthenailpolishbedeliveredtothewomanwithluck a Inlessthananhour c Anhourlater b Rightaway d Tomorrow 3 Whatwouldthewomanlikethesalesmantodo a Togiveheradiscount c Toreturnhermoney b Todeliverherorderatonce d Toapologize 4 Wheredidthedeliverygo a Itwasdelayedattheairport c Itwassenttoahospitalbymistake b Nooneknowswherethedeliverywent d Themantookit 5 Whyhasthewomanorderedsomuchnailpolish a Herhobbyiscollectingnailpolish b Sheonlysellsnailpolish c Shehasgivenawrongorder d Sheneedsitasagiftforhercustomers TapeScript Key LISTENINGCOMPREHENSION WOMAN Whereisourorder MAN I msorry pleasebemorespecific WhoamIspeakingwith WOMAN I msorry I mjustsoupset ThisisBeautyTimeBeautySalon MAN Couldyoutellmewhatyourorderwas ma am WOMAN Weordered1 000bottlesofpinknailpolish calledPinkLadyPolish MAN Soyou retheones Whatamix up WOMAN What I msorry Idon tquitefollowwhatyou resaying MAN Ican ttellyouhowsorryweare Ishouldhavecalledyou Obviouslywedeliveredyourordertothewronglocation WOMAN Oh no Weneedthatpolishrightnow MAN Willtomorrowdo Wearequitebackeduprightnow WOMAN Wepromisedabottletoeveryonewhocomestoourgrandopeningtoday Canyourushtheordertous MAN Yes wewilltakecareofthatforyouatonce Yousee wedeliveredittothehospitalbymistakeandtheyareveryanxiousforustotakeitback WOMAN I msuretheyare WhencanIexpectthepolishtoarrive MAN Iwillcallthedriveronhismobile Withluck itwillbethereinlessthananhour Key LISTENINGCOMPREHENSION 1 Whatarethemanandthewomantalkingabout a Howtousemake up c Amisseddelivery b Howtopolishfingernails d Anoverduebill 2 Whenwillthenailpolishbedeliveredtothewomanwithluck a Inlessthananhour c Anhourlater b Rightaway d Tomorrow 3 Whatwouldthewomanlikethesalesmantodo a Togiveheradiscount c Toreturnhermoney b Todeliverherorderatonce d Toapologize 4 Wheredidthedeliverygo a Itwasdelayedattheairport b Nooneknowswherethedeliverywent c Itwassenttoahospitalbymistake d Themantookit 5 Whyhasthewomanorderedsomuchnailpolish a Herhobbyiscollectingnailpolish c Shehasgivenawrongorder b Sheonlysellsnailpolish d Sheneedsitasagiftforhercustomers TapeScript LISTENINGCOMPREHENSION NotesforLanguageandCulture mix up混乱 混乱的状况或事例 astateoraninstanceofconfusion Idon tquitefollowwhatyou resaying 我不明白你在说什么 这里的follow相当于understand Wearequitebackeduprightnow 我们现在忙得不可开交 backup的意思是 使聚集 引起堆积或经过积累 例如 Theaccidentbackedthetrafficupforblocks 事故造成了几个街区的交通阻塞 Canyourushtheordertous 您能不能尽快把货送来 rush在这里的意思是 迅速运输 totransportorsendsth somewherewithgreatspeed 例如 Thedoctorsrushedtheinjuredtothehospital 医生迅速把伤员送往医院 LISTENINGCOMPREHENSION SectionBDirections Listentotheconversation Thendecideifthesentencesbelowaretrueorfalse Markthecorrectanswerwitha Theconversationwillbespokentwotimes Words Expressionswarehousen 仓库shelfn 货架 书架barea 空荡荡的 LISTENINGCOMPREHENSION 1 Thewomaniscomplainingaboutadelivery truefalse2 Themandoesn tneedtoaskfortheordernumber truefalse3 Thewomanisconfirmingadelivery truefalse4 Thepriceoftheorderisnotdiscussed truefalse5 Thewomanisangrywiththeman truefalse TapeScript Key LISTENINGCOMPREHENSION WOMAN Ineedtoconfirmthetime date andplaceofdeliveryforthePhoenixCompany MAN Yes pleasetellmeyourordernumbersoIcanlookitupinoursystem WOMAN Ordernumber67258 fordeliverytoPhoenixCompanyontheafternoonofFriday May12 atourcorporateoffice MAN Wouldthatbetheofficeat47HunanRoad WOMAN No that sourbranchoffice Ourcorporateofficeislocatedat165CentralAvenue Thesamecity thesamezipcode MAN I msorry butIdon thavethatasadeliveryaddressinoursystem WOMAN Thisisthefirstdeliveryyouaremakingtothataddress MAN Inthatcase thedeliverywillbemadefromoureastsidewarehouse I llphonetheorderoverthererightnow WOMAN Willtheybeabletodeliveritontime MAN Yes theyshouldbeabletodeliverthatFridayafternoonasplanned WOMAN Isthereanychancetheycandeliveritthedaybefore I mafraidourshelvesareratherbare MAN Actually theycan WouldThursdaymorning May11 beconvenientforyou WOMAN Perfect Thankyousomuch Key LISTENINGCOMPREHENSION 1 Thewomaniscomplainingaboutadelivery truefalse2 Themandoesn tneedtoaskfortheordernumber truefalse3 Thewomanisconfirmingadelivery truefalse4 Thepriceoftheorderisnotdiscussed truefalse5 Thewomanisangrywiththeman truefalse TapeScript LISTENINGCOMPREHENSION NotesforLanguageandCulture lookitup查找 seekinformationfrom 例如 Whenyoudonotunderstandaword youcanlookitupinthisdictionary 当你不懂一个单词时 可以查这本词典 corporateoffice集团办公室 inthatcase如果是那样的话 例如 Inthatcase we dbetterholdadiscussionabouttheproblem 那样的话 我们最好就这一问题展开讨论 LISTENINGCOMPREHENSION SectionCDirections Listentotheshortpassageandanswerthefollowingquestions Thepassagewillbespokentwotimes Words Expressionsheadup领导 主管transferv 调动contrastn 明显的差异 对比strikinga 显著的wrinkleda 有皱纹的vitala 生气勃勃的 LISTENINGCOMPREHENSION 1 Howdidthetwowomenmeet TheymetwhentheywereintheComplaintsDepartment 2 Howlongweretheyapart Theywereapartfor 3 Whatwasthedifferencebetweenthetwoaftermanyyears Onewas theotherstillyoung looking 4 Whywastheonewomansogreyandold Shewasgreyandoldfromallday 5 Whywastheotherwomanstillyoungandvital Becauseshedidn t Key TapeScript LISTENINGCOMPREHENSION TworecentcollegegraduateswerehiredtoworkintheComplaintsDepartmentofaverylargecorporation Aftercompletingtheirtraining theyweresenttoheaduptheComplaintsDepartmentsindifferentcities Theywishedeachotherwell andpromisedtokeepintouch However manyyearspassedbeforetheyhadtheopportunitytoseeoneanotheragain Aftertwenty fiveyearsofworkingfarapart bothwerepromotedintotop levelexecutivepositions andweretransferredtothesamebuilding withofficesside by side Thecontrastbetweenthetwowasstriking onehadbecomegrey wrinkled andoldbeforehertime Theotherremainedfairlyyoung lookingandvital withasmileonherface Whatisthesecretofyouryouth thefirstexclaimed Iamoldandwornoutfromhandlingotherpeople stroublesalldaylong dayinanddayout sortingouttheirproblems listeningtothemcomplain Listen repliedthesecondone Wholistens Key LISTENINGCOMPREHENSION 1 Howdidthetwowomenmeet TheymetwhentheywerehiredtoworkintheComplaintsDepartment 2 Howlongweretheyapart Theywereapartfor25years 3 Whatwasthedifferencebetweenthetwoaftermanyyears Onewaswrinkledandgrey theotherstillyoung looking 4 Whywastheonewomansogreyandold Shewasgreyandoldfromhandlingotherpeople stroublesallday 5 Whywastheotherwomanstillyoungandvital Becauseshedidn tlistentothecomplaints TapeScript COMPOUNDDICTATION SectionADirections Writedownthesentencesthatyouhear Thesentenceswillbespokenthreetimes 1 2 3 4 5 Key COMPOUNDDICTATION 1 Myapologies wewilltakecareofthatforyourightaway 2 Isthereanywaywecanmakethisuptoyou 3 Youpromisedadeliverytoday butit stenatnightandyou restillnothere 4 Muchofourstaffcouldn tcometodayduetothebadweather 5 Ouragreementclearlystatesthatyouaretoprovideallfoodanddrink COMPOUNDDICTATION SectionBDirections Listentothesong TheCustomerisAlwaysRight Fillintheblankswiththewordsyouhearandsingalong There sayouneedtoknow Ifyouwantyourtogrow Justkeepyourclientshappy Sothey llcomebackandbringtheir Thecustomerisalwaysright FromtwointhemorningUntiltwoat Ifyouwantthemtocomeback Treatthemright Becausethecustomerisalwaysright Nevermakeyourcustomer Agreewiththemandmakethemglad Theymaybewrongbutdon ttellthemso Happyclientsmakeyourgrow Key COMPOUNDDICTATION There sasecretyouneedtoknow Ifyouwantyourbusinesstogrow Justkeepyourclientshappy Sothey llcomebackandbringtheirmoney Thecustomerisalwaysright FromtwointhemorningUntiltwoatnight Ifyouwantthemtocomeback Treatthemright Becausethecustomerisalwaysright Nevermakeyourcustomermad Agreewiththemandmakethemglad Theymaybewrongbutdon ttellthemso Happyclientsmakeyourprofitgrow FOLLOW UPSPEAKING SectionAI ListenInandSpeakOutDirections Listentotheconversationandrepeatitsentencebysentence Words Expressionsfilev 提出 申请claimn 索赔reimbursementn 赔偿 补偿 FOLLOW UPSPEAKING WOMAN Excuseme WhowouldItalktoaboutfilinganinsuranceclaim MAN Thatwouldbeme Whattypeofclaimwouldyouliketomake WOMAN Iinsuredthispackageagainstdamageduetoshipping andasyoucansee everythinginsideitisbroken MAN I mreallysorrytohearthat IsthereanythingIcandotohelpyouwiththeclaimforms WOMAN Yes pleasetellmewhattodonext I veneverhadtodothisbefore MAN Notaproblem Doyouhavetheoriginalinsuranceform WOMAN Yes Ido andthereceiptaswell MANAGER Excellent Youwillneedacopyoftheoriginalinsuranceform andacopyofthereceiptshowingyoupaidfortheinsurance Youwillalsoneedtofillthisout WOMAN ApplicationforReimbursement IsthattheoneIneed MANAGER That sit Sendthemalltotheheadoffice Anddoacceptmyapologiesforwhathappenedtoyourpackage WOMAN Thankyou Youhavebeenveryhelpful MANAGER Notatall That smyjob afterall FOLLOW UPSPEAKING II PracticeDirections Actouttheconversationbyusingthefollowingexpressions Whattypeofclaimwouldyouliketomake Whatisthisclaimabout Whyareyoumakingaclaim Whydoyouwishtofileaclaim Iinsuredthispackageagainstdamageduetoshipping Iputinsuranceonthisincaseitgotdamaged Thispackagewasinsuredagainstdamage Iboughttheinsurancethatcoveredthedamageofthispackage IsthereanythingIcandotohelpyouwiththeclaimforms PleaseletmeknowifIcanhelpyouwiththeprocess Doyouneedanyhelpwiththeforms LetmeknowifIcanhelpyouwiththeformsoranything IsthattheoneIneed WhichformdoIneed Whatformistherightone HowcanItellwhichisthecorrectform Sample FOLLOW UPSPEAKING III SampleConversationWOMAN Excuseme WhowouldItalktoaboutfilinganinsuranceclaim MAN Thatwouldbeme Whatisthisclaimabout WOMAN Thispackagewasinsuredagainstdamage andasyoucansee everythinginsideitisbroken MAN I mreallysorrytohearthat LetmeknowifIcanhelpyouwiththeformsoranything WOMAN Yes pleasetellmewhattodonext I veneverhadtodothisbefore MAN Notaproblem Doyouhavetheoriginalinsuranceform WOMAN Yes Ido andthereceiptaswell MANAGER Excellent Youwillneedacopyoftheoriginalinsuranceform acopyofthereceiptshowingyoupaidfortheinsurance Youwillalsoneedtofillthisout WOMAN ApplicationforReimbursement WhichformdoIneed MANAGER That sit Sendthemalltotheheadoffice Anddoacceptmyapologiesforwhathappenedtoyourpackage WOMAN Thankyou Youhavebeenveryhelpful MANAGER Notatall That smyjob afterall FOLLOW UPSPEAKING SectionBI ListenInandFillOutDirections Listentotheconversationandfillintheblankswiththemissingwords consultingtheusefulexpressionsintheboxifyouhavedifficulty Words Expressionscaterv 提供饮食 承办酒席headcount人数统计 FOLLOW UPSPEAKING MAN Ineedtomakeacomplainttoyourmanager Ishein WOMAN I mthemanager MAN Iorderedacateredmealtobeservedpromptlyatnoon andthefooddidn tarriveuntil2 30 ItwasalsocoldandonlyhalfofwhatIhadpaidfor WOMAN Thatsoundsterrible Letmepullupyouroriginalorder MAN ThenameisWang ofWangandFordyce CanIhelpyou HowmayIbeofassistance WhatmayIdoforyou WhatcanIdoforyou Youmustreallygetangry Youmustreallybeupsetwithus Youmustreallyfeelsorryforthat Youmustreallyfeelheartsick Key FOLLOW UPSPEAKING WOMAN Thisorderisfor12peopletobeservedintheafternoon Itdoesn tspecifythetime Butthewaiterwrotedownthatyouhad26people not12 MAN Wehadsomeextrapeopleshowup Youshouldhaveservedthemealaccordingtothechangedorder WOMAN Sinceyouorderedsandwiches thefoodneededtobecold Yourcontractstatesthatyouhavetogiveusanaccurateheadcount24hoursinadvance I mafraidthebestIcandoisnottochargeyoufortheextradrinksyouordered Ihaveyourorderrightinfrontofme Yourorderformishere Let stakealookatwhatyouordered Ihaveyourorderrighthere Butyoucan tblamemeforthat Butthat snotmyfault Butyoucan tholdmeresponsibleforthat Butthat snotmyproblem Key FOLLOW UPSPEAKING MAN Ineedtomakeacomplainttoyourmanager Ishein WOMAN I mthemanager WhatmayIdoforyou MAN Iorderedacateredmealtobeservedpromptlyatnoon andthefooddidn tarriveuntil2 30 ItwasalsocoldandonlyhalfofwhatIhadpaidfor WOMAN Thatsoundsterrible Youmustreallybeupsetwithus Letmepullupyouroriginalorder MAN ThenameisWang ofWangandFordyce WOMAN Ihaveyourorderrighthere Thisorderisfor12peopletobeservedintheafternoon Itdoesn tspecifythetime Butthewaiterwrotedownthatyouhad26people not12 MAN Wehadsomeextrapeopleshowup Butyoucan tblamemeforthat Youshouldhaveservedthemealaccordingtothechangedorder WOMAN Sinceyouorderedsandwiches thefoodneededtobecold Yourcontractstatesthatyouhavetogiveusanaccurateheadcount24hoursinadvance I mafraidthebestIcandoisnottochargeyoufortheextradrinksyouordered FOLLOW UPSPEAKING II PracticeDirections Actouttheconversationbyusingthefollowinginformation IorderedacolorTVsettobedeliveredyesterdayafternoon anditdidn tarriveuntiltenthismorning ItwasalsoofadifferenttypeandmoreexpensivethanwhatIhadpaidfor Zhang ofNanjingInstituteofEngineeringV6 HDTVtobedeliveredontheafternoonofJune15clerkV6 HDTVwasoutofstockandthatheinformedyouaboutthesuggestedsubstitutebytelephoneYes hetoldme