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1、UNIT 12 Sorry about the inconvenience.,Sorry about the inconvenience.,GOALS Dealing with customers complaints Apologizing,Skills Pronunciation focus Using will for different attitudes Register focus Apologizing Cultural focus Dealing with problems,Contents,First Steps,The customers are all complaini
2、ng about something. What do you think the problem is? List two possible problems for each picture.,The volume on the TV doesnt work. The food from room service is cold.,_,His steak is too rare or too well-done. It is not what he ordered,_,First Steps,His taxi is late. His room is not ready,_,His hir
3、e car broke down. His own car broke down and he cant get a hire car.,_,Listening Strategies,What are the customers complaining about? Listen and number the problems in the correct order. (Not all will be used.),TAPE,no towels; 2. a noisy table; 3. a late bus; 4. spilt wine,no hot water the food is u
4、nderdone a late bus no towels a noisy table spilt wine,Listening Strategies,TAPE,1. True. 2. False. There is another one around the corner. 3. True. 4. False. He receives a free T-shirt.,She will send some immediately. 2. There is another one outside. 3. The hotel will cover expenses. 4. He receives
5、 a free meal.,Listen again and write True(T) or False(F). Correct the false sentences.,Listening Strategies,W1: This is Ms. Nagai in room 238. There are no towels in my bathroom. W2: Im sorry, maam. Ill send some towels to your room right away. M1: Sorry, waiter, were trying to have a quiet meal her
6、e. Could you tell the table behind us to keep the noise down, please? M2: Its a 21st birthday party, sir. Sorry about the inconvenience. Can I give you another table around the corner? Its much quieter there.,Tapescript,BACK,Listening Strategies,3. M3: Im waiting for the shuttle bus to the airport.
7、Shouldnt it be here by now? W3: Im sorry, sir. The driver has called to say hes stuck in heavy traffic. Can I order you a taxi? The hotel will take care of the cost. W4: Im very sorry about the wine on your shirt, sir. The server is very new here, and shes a little bit nervous. M4: Thats okay. Dont
8、mention it. W4: Please accept this free restaurant T-shirt and we hope to see you here again soon.,Tapescript,BACK,Language Workout,Fill in the blanks with the correct expressions.,would that be a mix-up to look at then you can let me check you say your did you write I check that how long your for y
9、ou right,Language Workout,A: I asked for a smoking room when I made my reservation. That was three weeks ago. B: My apologies, sir. Theres been . We only have non-smoking rooms available today. A: Im really disappointed about this. B: Sorry about the inconvenience, sir. What we can do is put you in
10、a non-smoking room tonight and move you to a smoking room in the morning. acceptable?,Would that be,_,a mix-up,_,Language Workout,A: Housekeeping department. How can I help you? B: This is room 514. I sent my laundry out this morning but I havent got it back yet. A: when you wanted it returned on th
11、e laundry form? B: Im sure I did. I urgently need a clean shirt for dinner tonight. A: I see. for you, sir. Ill call you back in five minutes.,Did you write,_,Let me check,_,Language Workout,A: This is Ms. Hara in room 879. The air conditioning isnt working. B: Im sorry, Ms. Hara. Did air conditioni
12、ng isnt working? A: Yes, thats right. It doesnt even turn on. B: Did you place your key card in the socket? A: Which socket? B: You need to place your key card in the socket next to the door. operate all the electrical appliances in your room.,you say your,_,Then you can,_,Language Workout,A: Excuse
13、 me, I think theres a mistake on our bill. B: A mistake? Can , please, maam? A: Youve charged us for two salads, but we only ordered one. B: I see. Im very sorry about that. Ill organize the correct bill away.,for you right,_,I check that,_,Language Workout,A: This is room 743. The shower doesnt hav
14、e any hot water. B: Im sorry about that, sir. Do you know shower has been without hot water? A: It was working earlier today, but theres been no hot water for the past 30 minutes. B: I understand. Ill send someone up immediately your shower. Sorry about the inconvenience, sir.,to look at,_,how long
15、your,_,Sound Workout,Listen to the sentences. In which sentences is the speaker (1) being casual, or (2) emphasizing a point? Write 1 or 2.,1. I will organize you a smoking room tomorrow. 2. I will try to find him for you. 3. There will be a short delay due to the weather. 4. There will be an extra charge. 5. In that case, we will give you a refund. 6. That will be all.,1,_,2,_,1,_,1,_,2,_,2,_,Politeness Strategies,Apologizing Look at the following expressions.,Team Work Student A,You wor
