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1、Unit EightComplaints and ArbitrationUnit 1Unit 2Unit 3Unit 4Unit 5Unit 10Unit 9Unit 8Unit 7Unit 6NegotiationIn international trade, a complaint is an expression of displeasure or dissatisfaction because the exporter or importer fails to perform what have been stipulated in the contract or agreement.
2、 Arbitration is a procedure in which the dispute is submitted by agreement of the parties to one or more arbitrators who make a binding decision on the dispute. When a trade dispute arises, arbitration is a preferred alternative instead of litigation.Lead-inText AText BReal Life PracticePractical Wr
3、itingLead-inListeningSpot Dictation1. Listening Part 1 Listen to five short dialogues and choose the best answer to each question.1.Whats wrong with the chocolates?A. They are broken to pieces.B. They are delivered to the wrong place.C. The packages of them are damaged. D. They are not up to the req
4、uired standards.2.What happens between the two companies?A. They have developed the ways to solve the problem. B. The delivered products are departed from the quality requirement.C. They havent settled the price.D. An incomplete delivery happens.A( )D( )Lead-inv 3.What does the man think about the r
5、eason of the broken packages?A. Deficient packing.B. Inadequate quantity.C. Careless handling.D. The product itself.v 4.Whats the suggestion of the man?A. Try to prevent day lilies from the further damage. B. Give notice to the corporation which is responsible for the problem immediately. C. Throw a
6、way the bad day lilies at once.D. Tell the supervisor to ask for the solution right away.v 5.Why hasnt the woman got the goods on time?A. Because the shipping is postponed.B. Because of the weather conditions.C. Because the goods are in short supply.D. Because some of the formalities havent been att
7、ended to.A( )B( )B( )Listening1 2 3 4 51. W: Hello, May I speak to Mr. Lee please?M: Speaking W: This is Susan from Best Foods Corporation. We have received the chocolates you shipped to us last week, but they all arrived in bits and pieces M: Ercould you tell me your order number?W: Its 322. W: Goo
8、d morning, US Machinery Company. M1: Morning, Could you put me through to Mr. James? W: Hold on please.M2: HelloW: Hello, this is Julia Wang, from Dongfang Trading Company. We have received your canned sardine. But there are 1000 tins missing, and I would like you to find a way to solve the problem3
9、. W: Nice to see you, Bob. Im here to investigate the matter of your claim for the breakage of the packages.M: Since we have sent you a claim notice, there is no doubt that you know the details of our claim.W: You said that nearly 20% of the packages had been broken.M: Yes, we think it was clearly d
10、ue to improper packing4. M: Mary, whats wrong with these day lilies?W: Two thousand bags of them delivered to us yesterday have gone bad. M: Youd better inform ABC Import and Export Corporation of the problem as soon as possible. 5. W: Hello, Mr. Smith, We havent received our goods under the contrac
11、t number 12003. Is there anything wrong with the delivery? M: Wait for a moment. I will check iter, I am afraid that it will be delayed because of the bad weather. I am terribly sorry for the inconvenience brought to youLead-inv 1. What does the PAIR stand for?_v 2. What should NOT be included when
12、investigating complaints?A. What should be done? B. What happened? C. Why did they happen? D. How did they happen?v 3. What does the word “placate” mean in the passage?A. Notice. B. Please. C. Verify. D. Comfort.Part 2 Listen to the short passage and answer the following questions.PAIR stands for pl
13、acate, attend, investigate and resolve.()A( )D( )Lead-inv There are a number of processes that have been developed over the years to help deal with complaints, one of which is the PAIR standing for placate, attend, investigate and resolve. v Placate: listen, empathize, respond with concern, get the
14、customer to a point where you can discuss the matter. v Attend: Listen to the complaint. Show that you are interested in resolving the complaint and that it is important. Take down the information that the customer gives you. Ask questions. Tell the customer how you intend to follow up and get the m
15、atter fixed. v Investigate: Investigate circumstances, details of the incident. Actively seek answers. Try to find out what went wrong and why. v Resolve: decide on action to take. Discuss your findings with the customer and work together on a suitable way forward. Spot Dictation2. Spot DictationListen to the dialogue and fill in the blanks with the missing information.1. _ is always a main cause of complaints.2. _, the buyer may cancel the order, and there may be a great loss to both the supplier and the buyer.3. When making a settlement of a complaint, first treat it seriously and
