PART A_1
Let’s learn vocabulary. Listen and repeat these words and sentences after your tutor.
PART A_2
1. help (someone) out | |
-to do work for someone or provide the person with something that is needed | |
Our team is more than willing to help you out to finish this project by next week. | |
2. get to the bottom of (something) | |
-to discover the real but sometimes hidden reason that something exists or happens | |
Quality controllers are trying to get to the bottom of what went wrong with the damaged products. | |
3. account for (something) | |
-to explain the reason for something | |
The team was unable to account for the error which resulted in a major client issue. | |
4. mishandle | |
-to deal with something without the necessary care or skill | |
T&J Delivery Express has been accused of mishandling delivery packages. | |
5. count on (someone/something) | |
-to depend on someone or expect something | |
You can always count on the company’s customer support in times of product troubles. |
PART A_3
Let’s make sentences using the vocabulary we’ve just learned.
PART A_4
1. help (someone) out | |
Answer: | |
2. get to the bottom of (something) | |
Answer: | |
3. account for (something) | |
Answer: | |
4. mishandle | |
Answer: | |
5. count on (someone/something) | |
Answer: |
PART B_1
Let’s read the dialogue. After that, we’ll switch roles.
以下の会話文を読みましょう。終わったら交代してもう一度読みましょう。
PART B_2
Athena
Good afternoon. This is Athena from Toys Palace. How may I assist you?
|
Ciara
Hello, my name’s Ciara from Wonder Toys. I’m calling about a problem with our recent toy purchase.
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Athena
Hi, Ciara. I would love to help you out. Could you provide me with more details about the problem?
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Ciara
Well, upon checking the items you delivered, we discovered that some of the toys you sent us are broken and not working.
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Athena
We’re very sorry for the inconvenience. There must have been a mistake in quality control or mishandling during the shipment. Could you give me a minute while I get to the bottom of this?
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Ciara
No problem.
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Athena
Our sincerest apologies for the problem and delay this may have caused. I just talked to our manager regarding your concern, and the company is willing to replace the said damaged items provided that you will shoulder the shipping charge.
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Ciara
Well, that will do. I hope the replacements will be delivered ASAP. And I hope this is the last time something like this happens.
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Athena
You can count on that. We will be reviewing our list of partner couriers, and we will file a complaint to account for your mishandled packages. Please expect our delivery van to send the replacements in two to three business days.
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Ciara
All right, that sounds good. Thank you, Athena.
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Athena
No problem, Ciara. We’re always at your service.
|
PART B_3
Please summarize the conversation using your own words and expressions.
PART B_4
PART C_1
Let’s do a roleplay. Talk with me according to the situation below using the expressions you just learned.
PART C_2
You are the manager of FabricOn. You receive a complaint from a client who received wrong sizes of clothes. Handle the complaint using the guide below: 1) Introduce yourself. 2) Ask about the problem. 3) Apologize. 4) Give an explanation. 5) Propose a solution. |
PART C_3
PART D_1
Let’s discuss today’s theme. Please answer the questions below.
PART D_2
1. | How do you react to a complaint? |
2. | What do you say to a complaining client? |
REVIEW AND FEEDBACK
Now, let us review the things that you learned in this lesson.
ではこのレッスンで学んだことを振り返りましょう。
(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 |