Business Conversation (Intermediate): Giving advice

PART A_1
Let’s learn new vocabulary. Listen and repeat these words with your tutor.
PART A_2
1. complaint 苦情、クレーム、文句
  We received zero complaints from the customer this month.
2. disappointed 失望した
  I’m disappointed that it took them too long to address my concern.
3. tip ヒント
  Do you have any tips on how to type faster?
4. respond 返答する、応答する
  Please respond to the email before 14:00 today.
5. recognize 認める、認知する
  I don’t recognize this problem at all. It must be new.
PART A_3
I will ask the questions. Please answer them in complete sentences.
PART A_4
1. How do you feel when you receive complaints from customers?
2. How do you approach a disappointed customer?
3. Do you often offer tips to your colleagues?
4. How do you properly respond to a customer’s concern?
5. Why is it important to recognize the problem first?
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

Hi, Emma. Do you need help with anything?
Yes. Could you help me with my email?

Sure, what’s the matter?
A customer sent a complaint about the app. He sounds really
disappointed in the email. How do I respond to her?

Why don’t you acknowledge the customer’s issue first? It’ll make her feel valued as a customer.
That is good advice.

In my experience, understanding both the concern and the customer really helps. You can also offer solutions.
I appreciate the tips, Ron. Sorry, one more thing. Would it be okay if
you check my email first before I send it?

Of course. I’d be glad to help.
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

Hi, Emma. Do you need help with anything?
Yes. Could you help me with my email?

Sure, what’s the matter?
A customer sent a complaint about the app. He sounds really
disappointed in the email. How do I respond to her?

______________ acknowledge the customer’s issue first? It’ll make her feel valued as a customer.
That is good advice.

In my experience, ______________ really helps. ______________ offer solutions.
I appreciate the tips, Ron. Sorry, one more thing. Would it be okay if
you check my email first before I send it?

Of course. I’d be glad to help.
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

Sorry to bother you, but could you help me with my email?
It’s no bother at all. What is it about?

I received a complaint email from a customer. He’s really upset because his phone is not working. What should I do?
Why don’t you ______________ first? It’s important to
recognize the problem.

I understand.
______________, understanding the issue really helps. You can
also ______________.

Thanks for the help. I’ll be sure to keep them in mind!
No problem, I’m glad I could help.

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
A new colleague asked for help from you about an email he/she received from a frustrated customer. Give him/her tips on how to respond to the email. Your tutor will pretend to be the new employee.
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.