Business Conversation (Intermediate): Addressing a complaint

PART A_1
Let’s learn new vocabulary. Listen and repeat these words with your tutor.
PART A_2
1. value 価値
  I value my co-workers’ opinions.
2. refuse 拒否する、辞退する
  You should not refuse our help.
3. encounter 出会う、出くわす
  He encountered a difficult question during the meeting.
4. treatment 待遇、扱い
  You can expect only the best treatment at a five-star hotel.
5. grateful ありがたく思う、感謝する
  We are grateful for the service of our farmers.
PART A_3
I will ask the questions. Please answer them in complete sentences.
PART A_4
1. What do you value most in work?
2. Have you ever refused a job offer?
3. When was the last time you encountered a problem at work?
4. How should an employee deal with unfair treatment at work?
5. What are you most grateful for about your job?
PART B_1
Let’s read the dialogue. I will play Ron and you will play Emma. Then, we’ll switch roles.
PART B_2

Hello, good afternoon.
Good afternoon, I called to complain about your company’s poor service.

I’m very sorry to hear that ma’am. May I know the details of what happened?
Your representative was an hour late and came unprepared for his presentation.

We value our clients’ time and this should not have happened. We’re very sorry.
I also repeatedly asked him for details about your service but he refused to answer my questions.

Rest assured ma’am, that our representative will face disciplinary actions.
I have been a client for many years and have never encountered such treatment before.

Yes ma’am and we are grateful for you. We will assign you a new representative. This will not happen again.
PART C_1
Let’s read the dialogue. Read aloud, filling in the blanks as you remember the sentence you just read.
PART C_2

Hello, good afternoon.
Good afternoon, I called to complain about your company’s poor service.

I’m very sorry to hear that ma’am. May I know the details of what happened?
Your representative was an hour late and came unprepared for his presentation.

We ______ our clients’ time and this should not have happened. We’re very sorry.
I also repeatedly asked him for details about your service but he _______ to answer my questions.

Rest assured ma’am, that our representative will face disciplinary actions.
I have been a client for many years and have ___________ such treatment before.

Yes ma’am and we are grateful for you. We will assign you a new representative. This will not happen again.
PART D_1
Let’s read the new dialogue. Read aloud, filling in the blanks with the vocabulary and expressions you learned.
PART D_2

Hello, good afternoon.
Good afternoon. I called to inform you that I am very dissatisfied with your service.

I’m very sorry to hear that ma’am. May I know the details of what happened?
Your representative was an hour late and forgot to bring the documents I needed.

We value our clients’ time and this should not have happened. We’re very sorry.
I also repeatedly asked him for details about your products but he refused to answer my questions.

Rest assured ma’am, that our representative will face disciplinary actions.
I have been a client for many years and have never encountered such ________ before.

Yes ma’am and we are ______ for you. We will assign you a new representative. This will not happen again.
PART E_1
Let’s do a roleplay. Talk with me according to the situation below, using the expressions you just learned.
PART E_2
You received a complaint from a client regarding the faulty items he/she received from your company. Apologize to your client and assure that he/she will not encounter a problem again. Your tutor will be your client.
PART E_3
REVIEW AND FEEDBACK
Now, let us review the things that you learned in this lesson.
(Please give a short feedback on how your student did on your class.)
Grammar
文法
Pronunciation 発音 Vocabulary
単語
Comprehension
理解
GOOD 文法の誤りはほとんどなく、完全な文章で話すことができる ほとんどの単語をはっきりと正しく発音することができる 習った表現を適切に使うことができる 文章を理解し、質問に正しく答えることができる

FAIR
文法の誤りはあるが、完全な文章で話すことができる 発音の練習が必要な言葉がいくつかある たまにミスはあるが、習った表現を適切に使うことができる 文章を完全に理解するのは難しく、質問に正しく答えられないときもある

POOR
文章で話すのは難しく、単語だけで話すことができる 発音の練習が必要である 習った単語と表現を少しだけ使うことができる 文章を理解するのは難しく、質問に答えるのは難しい
TUTOR FEEDBACK

GRAMMAR
Good: Was able to speak in complete sentences with minimal grammatical errors.
Fair: Was able to speak in complete sentences with evident grammatical errors.
Poor: Was able to speak using words only.
PRONUNCIATION
Good: Was able to pronounce most of the words clearly and correctly.
Fair: Mispronounced a few words.
Poor: Mispronounced most of the words.
VOCABULARY
Good: Used appropriate expressions learned in class.
Fair: Used appropriate expressions learned in class and made a few errors in word choice.
Poor: Used only a few words and expressions.
COMPREHENSION
Good: Was able to understand the passages and answer the questions correctly.
Fair: Had a little difficulty in understanding passages and answering questions.
Poor: Had a hard time understanding passages and answering questions.