Page 82 - Full Solutions 2nd Intermediate Student Book_Neat

$ ffi Work in pairs. Look at the titles of some Read the phrases in exercise 4 again. Who said them, the
hotel reviews on a travelwebsite. How serious are the person mal<ing the complaint or the person dealing with it?
complaints, in your opinion? Put them in order from 1 (most
serious) to 6 (teast serious). ffi Add the phrases from exercise 4 to the chart below.

Starting a complaint
The rudest staff Disco kept me awake all I want to complain about .--
,\
:Yefl999?_ Ts_l! ?90_9
Sympathising with a complaint
Freezing cold swimming Tiny bathroom, no shower
p"991.9.9-o:" I do understand why you're unhappy about this.
.g_?"99". .".. .
S-star hotel? No wayl Only Warning: hidden extras
Emphasising your discontent
Something needs to be done obout this.
?-t!9.'--o._o-??... 9.9.9 .5-gll.:.1_q.P:lll..pg?9. . .
I'm sorry, it's just not good enough.
ffi ln pairs, think of three more possible problems with hotels.
Agreeing to act
Write titles following the styte in exercise 1.
l'll see what I can do.
3 ' ,3.08, Listen to five l'll do everything I can to sort this out.
9
dialogues. Match the problems
Dectining to act
(a-g) with the dialogues (1-5).
That's really beyond our control, l'm afraid.
There are two problems that
you do not need.
Some of the facitities they
were expecting are not there. ffiffi ln pairs, practise making and dealing with
complaints. Use phrases from exercise 6. Choose a problem
The passenger is going to
have problems compteting and prepare a dialogue following the guide below. Then
his journey. swap roles.
They have to pay extra for
&qffimnmgdgtu*e-prg-h-Lq*C dir'{y ro*nt m:*sq*it*es
some of the facilities. n* r[e*n tmrn*ig ** h*t ,oru*ter n*ige
d The view is disappointing.
rc*r* tss heit I rerici r**ffi tffis] srflaffi
e The passenger is physically uncomfortabte.
TV / telephmne I lVi-F] nu{ runrlclng uncmmf*rtable bed
f The accommodation gets very cold when the weather unhe{pfutst;rf{
is bad.
Student A: Start a complaint. Say what it is.
Some of the facilities are very dirty.
Student B: Sympathise with the comptaint.
Student A: Emphasise your discontent.
Student B: Agree or decline to act.
When we make a complaint, we often speak more slowty
and emphaticatty than usuaI in order to make our point ffi ffi Do the speaking tasl< below in pairs, taking
more strongly.
turns to be A and B. Use phrases from exercise 5 and your
own ideas.
& rft,3;6'g,rrfl{0fi(rE 6nr Read the speaking strategy. Then
Student A: You are a tourist. While staying at a hotet, you
listen and repeat these phrases from the dialogues, copying
have to complain about the accommodation. lnctude these
the intonation. Tick the ones which are slow and emphatic. issues:
1 I'd like to make a comptaint. tr . There are too many noisy children.
2 That's just not acceptabte. tr . The restaurant closes earty and the entertainment is terrible.
3 There's really nothing I can do about it. tr . Exptain how the probtems are affecting your stay.
4 l'm very sorry to hear that. tr Student B: You are the hotel receptionist.
5 lt's a disgrace. tr It is very late at night. Deal with the tourist's comptaints
6 l'm running out of patience. n potitely. Apotogise and / or suggest solutions.
7 I'm sorry to hear there's a probtem. tr
8 l'm realty not happy about this. n
9 l'ttsort it out immediately. tr
10 I must apologise. tr
80: Unit 8 v Globetrotters