Listen again and complete the sentences using three or four words. Add a comma where necessary. 1 The institute is much busier . 2 They could do even more business if they . 3 If they they’ll be able to tutor a lot more students. 4 Yelena is to take on extra hours. 5 The names Simon has put in the timetable . 6 If they they would take home less money. 7 Rather than advertise the job vacancy, they decide to think of . Think about a decision you have to make. It could be from one of the topics in 1a. 1 In turn, explain the situation to a group. 2 Think about the situation using one strategy at a time. Try all the strategies. Talk together. Which strategy or strategies helped you make your decision? Making a complaint Have you or your family ever had a problem while travelling? What did you do? Mariah organises sales conferences for her company and provides accommodation for the speakers. She recently wrote to her contact at Cityscape Lodge. What complaints did she make? 9 Speaking 10 a b Listening 11 12 To: samuel.davison@cityscapelodge.com Subject: A number of complaints Dear Samuel, Recently I’ve received a number of complaints from our conference speakers about poor service and unclean rooms while staying at your hotel. Despite repeated emails to you, I have as yet received no reply. As you can imagine, we need to maintain a high level of professionalism and expect the same from our partners. We have a long relationship with Cityscape Lodge, but we may, regretfully, be forced to review our booking policy. I look forward to your reply. Best regards, Mariah Mariah Dewey Peartree Medical Products Mariah doesn’t get a reply to her email so she phones her contact at the hotel. Listen to the call and take notes. How could Samuel have handled it better? Work with a partner and make a list of tips. Listen to Siobhan, the manager of Cityscape Lodge, giving a training session to her staff about their complaints policy. Does she mention any of your tips? Which ones? 13 a j3i66a 33 b h4p7bv 34 72 Language skills Extras Explore 6 Sorting things out Nur zu Prüfzwecken – Eigentum des Verlags öbv
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