《商務(wù)英語》教學課件-Module8

Module

8L/O/G/O?

facilities

n.設(shè)施，設(shè)備

amenities

amenity?

approach

n.方法，途徑way,

means,method,tactic,strategy?

extras

n.額外的好處(特色)?

comfort

n.使舒適的物品?

distancelearning遠程教育?

face-to-face面對面的?

onlinecourse網(wǎng)絡(luò)課程?

unit

n.下屬單位?

VAT

abbr.

value-addedtax增值稅，也作Vat?

organization企業(yè)，組織，機構(gòu)?

argument

n.理由，論據(jù)，論點?

excursion

n.遠足

gohiking?

hustle

n.忙碌

hasty?

bustle

n.喧鬧

noisy?

prosper

vi.&vt.成功，繁榮?

relaxation

n.放松，休息信relaxed,relaxing?

self-disciplined

adj.有自制力的，自律的?

self-motivated

adj.自身有動力的

motivate?

differentiate

vi.&vt.區(qū)分，鑒別

different

adj.?

presentation演示(會)，報告(會)present介紹?

awareness

n.意識

raiseourawareness?

cross-culturalawareness跨文化意識?

spreadsheet(打印好或在電腦上顯示出來的)表格，空白表格程序

sheet1Reading1.Whatkindofcoursehaveyoudone?Whatdoyouthinkmakesaneffectivecourse??Theteacher?Thefacilities?Theapproach/methods?Howmuchitrespondstoyourneeds?Theextras(lunch,comfort,etc.)2.Imagineyouareatrainingmanagerandyoureceiveinformationonthetwocoursesbelow.

Readthesestatementsfrompeopleatyourcompanyanddecidewhichcoursewouldsuitthem.TEAMBUILDINGTHEEFFECTIVELEADERtrainingcoursesTHEEFFECTIVELEADERThisonlinecoursewillmakeyouamoreeffectiveleader–whetheryou’reresponsibleforleadingaproject,ateam,aunit,adepartmentorevenacompany!Whateveryourrole,we’reassumingyoumustleadpeopleinordertoachieveresults業(yè)績.

Thiscoursefocuseson

ACTIONyoucantaketoensurepeoplefollowyousoyougetresults.Duration:

Approx.2hours.Thisisanonlineproductandforasingleuser.Courseprice:￡50.00+￡8.75(VAT)=

￡58.75BUYNOWTEAMBUILDINGOrganisationshavealwaysreliedonteamsinsome某種

form.Butnowthereismoreemphasisongroupsofpeopleworkinginteams,takingjointresponsibilityforachievingstandardsandmeetingobjectives.

Thiscourseexploresthekeyfactorsthatmaketeamseffectiveandtheskillsrequiredtobuild,strengthenandmaintaintheteam.Duration:

Approx.2hours.Thisisanonlineproductandforasingleuser.Courseprice:￡50.00+￡8.75(VAT)=

￡58.75BUYNOW‘I’mresponsiblefortenpeoplebutIfindithardtogetthebestfromthem.’‘I’mreallypreferworkingonmyown.Igetsomuchmoredone.’‘Theproblemwithourcompanyisthatdepartmentsneverseemtoknowwhattheotherisdoing.’‘Whydon’tmystaffdowhatIaskthem?’“我手下有十個人，但我覺得很難讓他們把聰明才智充分發(fā)揮出來?！薄拔艺娴膶幵缸约焊伞Ｎ铱梢愿蛇@么多事情。”“公司的問題在于各部門之間向來互不了解?！薄拔业膯T工為什么叫不動?”?

Thepeopleinthefirstandfourthstatement?

wouldprobablybenefitfromthe)effective?

Leadercoursebecausetheyarebothhaving?

problemswiththeirstaff.?

Theotherpeopleinthesecondandthird?

statementrefertosituationswherepeopleare?

notworkingwellwithothers.Listening:Assessingtrainingneeds1.ListentoaconversationbetweenatrainingmanagerandSergio.1)WhichcoursedoesSergiowanttotake?Why?Sergiowantstotakebothofthecoursesbecausetheywillhelphimwithhisnewrole.2)WhatdoSergioandthetrainingmanagerdisagreeon?Theydisagreeonwhetheronlinetrainingisaseffectiveasface-to-facetraining.2.Listenagain.Work

inpairs.Student

A:Listenandlistthetrainingmanager’sargumentsforonlinetrainingontheleftofthetable.Student

B:ListenandlistSergio’sargumentsforface-to-facetrainingontherightofthetable.OnlinetrainingFace-to-facetraining-youdon’tneedtogoaway-yougetnewideasfromotherpeopleonthecourse-youarrangethingsaroundyourwork-networking-youcancommunicatewithotherpeopleonthecourse-youcanaskthetutorquestions-youcandoitfromhome-it’scheaperwwwll

y

c

mListening

script

page

140M=Manager

S=SergioM:Comein…ohhello,SergioS:Hi,sorryforbeinglate.Someoneneededtospeaktome.

Anyway,I’velookedatthosecoursesyousuggesteddoing…M:

And?S:

Yes,Theybothlookgood.I’minterestedindoingbothofthem.M:Good,Ithoughttheymighthelpwithyournewrole.S:

Yes,

well.ItinvolvestellingpeoplewhattodobutI’malsoworkingwithothermanagerstoo.M:Ok,Sowouldyouliketoenrollforbothofthem?S:

Yes,

butIcan’taffordtotakeanymoretimeoff

thismonth.I’malreadybehind(schedule).M:Buttheseareonline.

Yo

udon’tneedtogoaway.S:Whatdoyoumean?M:OnlinemeansyoutrainbyusingtheInternet.Ithinkyoureceivethearticlestoreadandhadsomeexercises.M:

Yes,

likethatbutontheInternet.It’s

greatbecauseyoudon’thavetogoawayandyouarrangethingsaroundourworkS:

TheproblemisthatI’dprefertohaveacoursewithotherpeopleinaroom.

Yo

ugetlotsofnewideasthatway.

specially.on

acoursecalled

Team

Building.IfIdoitonline,Iwon’thavetheopportunityfornetworkingwithpeople.

Andyoucanaskthetutorquestions.M:

You’re

right,butIalsothinkmanyonlinecoursesevenhaveaplacewhereyoucommunicatewithotherpeopleonthecourse.S:Hmm,butIdon’tthinkitisthesame.Besides,ifI’mworkingatmydeskIalwaysstoptoanswerthephoneorsomeoneasksmetodosomething.M:Well,whynotdoitfromhome?S:Idon’tunderstand…M:

Take

anafternoonoff

anduseyourcomputerfromhome.

Thatwaynoonecaninterruptyou.

Theotherthingisthatifyouwanttodobothcourses,it’s

cheaperifyoudothemonline…Can

you

think

of

any

more

argumentsfor

and

against

online

training?OnlinetrainingFace-to-facetrainingRelaxedandmorecomfortable;Morepersonalandinteractive;Moreflexible,maydoitany

Moredirect,closer,

hearingtimeandanywherethevoiceoftheotherpersoninrealtime;Morenatural,feelbettermSpeaking:

Giving

reasons

for

and

against1.Usefulexpressions:GivingreasonsforGivingreasonsagainstTheproblemisthat…It’s

greatbecause…Oneadvantageisthat…Anothergoodreasonis…Onebigdisadvantagewiththatis…Oneargumentagainstthatideais…You’re

right,butIalsothink…Idon’tthink…Theotherthing(reason)isthat…7.Work

inpairs.Roleplaythesediscussions.

Take

turnstogivereasonsforandgivereasonsagainst.1)Yourmanagerwantseveryoneinthedepartmenttospendanunpaidweekendinthecountryonateam-buildingcourse.GivingreasonsforExcitingbecauseitfeels

Want

tospendtheweekendlikeanexcursion.

withfamily.GivingreasonsagainstA

goodopportunitytodoa

Weekendisthetimeforcoursewhileenjoyingthe

relaxationafteraweek’scountryview.work,notatimeforwork.Goodtobeawayfromthehustleandbustleofthecityandgetclosetonature.2)Someemployeeshaveaskedforflexitimeandtheopportunitytoworkfromhome.

CEO

HRmanagerGivingreasonsforGivingreasonsagainstAchieveabetterbalancebetweenworkandlife.Needtobeself-disciplinedandself-motivated.Canhavemoretimeforfurthereducationandlearningnewskills.Sometimesitishardtodifferentiatebetweenworktimeandprivatetime.Helpthosewithfamiliesspendmoretimetogether.Canbehardtostaymotivatedwithoutthesupportofcolleagues.Canreducechildcarecostsandhavemoretimewithfamilies.3)ThecompanywantstoreplaceyourEnglishteacherwithlessonsonacomputer.GivingreasonsforGivingreasonsagainstJobstodayrequireaworking

Comparedtocomputerskill,Englishknowledgeofcertaincomputerskills.ismoreimportantforacompanyininternationaltrade;Computerskillsareimportant

EnglishisimportantforInternettohelpraiseefficiency.marketingsinceitistheuniversallanguageontheInternet.ComputerskillsaresomethingyouneedtoEnglishisusefulindoingbusinesssurviveandprosperintoday’s

withforeignclientssinceitisafast-changingworkplace.commonlyusedlanguage.Ifacompanywantstogoglobal,itsstaff

shouldbegoodatEnglish.Grammar:

-ing

form

and

infinitive2.CompletethesesentencesfromtheconversationbetweenSergioandhistrainingmanager.

Writetheverbinbracketsasan–ingformorinfinitive.1)

I’minterestedin__doing__(do)bothofthem.2)

Itinvolves__telling___(tell)peoplewhattodo.3)

Sowouldyoulike__to_enroll__(enroll)forbothofthem?4)

Yes,

butIcan’tafford___to_take___(take)anymoretimeoff

thismonth.5)

Onlinemeansyoutrainby__using_____(use)theInternet.6)

Oh,Isee.Iremember__doing__(do)somethingsimilarbypost.7)

TheproblemisthatI’dprefer__to__have___(have)acoursewithotherpeopleinaroom8)

IfIdoitonline,Iwon’thavetheopportunityfor_networking_(network)withpeople.9)

IfI’mworkingatmydeskIalwaysstop__to_____(answer)thephone…10)The

otherthingisthatifyouwant__to____(do)bothcourses,it’s

cheap.4.Readthisconversation.Underlinethecorrectword.Manager:Hi,Sergio.

Take

aseat.(1)Would

/

Do

youliketohaveacoffee?Sergio:

Thatwouldbenice.

Two

sugars,please.Manager:OhI’msorry.

Ididn’tremember(2)to

ask

/

asking

foranythisweek.Ionlyhavemilk,I’mafraid.Sergio:Noproblem.I’llhaveitblack,please.Manager:Really?I(3)can’t

stand

/

hate

todrinkitwithoutmilk.Anyway,

aboutyourcourse.We’ve(4)arranged

/

recommendedsendingyouawayforafewdaysratherthandoingitonline.IsthatOKwithyou?Sergio:Sure.Ialways(5)prefer

/

enjoy

toworkwithagroupofpeopleratherthanonmyown.語法小結(jié)要點解釋：1)在動詞+介詞后使用-ing形式：eg.She’sworkingonfixingtheproblem.Haveyouthoughtofmovingintosales?I’minterestedinseeingyourplanforthis.2)在一些固定動詞后使用-ing形式，這些動詞包括consider,

delay,

dislike,enjoy,mind,postpone,practise,recommend,suggest等。eg.Haveyouconsideredchangingthecolor?Wouldyoumindwaiting?Let’spostponetrainingeveryoneuntilnextmonth.3)一些動詞只跟不定時，這些動詞包括afford,arrange,decide,manage,want等。eg.We

can’taffordtodothis.Shallwearrangetomeetagaininanhour?Doyouwanttotakethiscourse?4)一些動詞既可跟-ing也可跟不定式，這些動詞包括advise,propose,begin,continue,like,prefer等。eg.We

adviseyoutotaketwoweeksoff.

/We

advisetakingtwoweeksoff.5)一些動詞跟-ing和跟不定式意思會有很大不同。eg.Istoppedworkingthereyearsago.Istoppedtoworkonthisnewproject.另外一些動詞則沒有什么區(qū)別。eg.We

prefertostayathomeduringtheweek./We

preferstayingathomeduringtheweek.Speaking:

Discussing

training

needsWork

inpairsandrole-playthissituation.Student

A:

Yo

uareatrainingmanager.

Yo

usentthememobelowtoallstaff.Meetwithanemployeetodiscusswhichcoursewillbeusefulforhimorhertoattend.Usesomeofthesephrases:?Which

courses

would

you

like…??Would

you

prefer…??Do

you

want…??Are

you

interested

in…??How

good

are

you

at…??How

much

of

your

job

involves…?Student

B:Readthismemofromyourtrainingmanageranddiscusswhichcoursesmightbesuitable.

Try

tousesomeofthesephrase:?

I’d

like…

/

I

wouldn’t

like…?

I’m

(not)

interested

in…?

I’m

quite

good

at…?

I

can’t

afford

…?

My

job

involves…To:

AllstaffFrom:

ThetrainingmanagerSubject:

AvailabletrainingcoursesthisautumnPleasenotethatwestillhaveplacesavailableonthefollowingone-daycourses.

Alltrainingtakesplaceinourtrainingrooms.Pleasearrangetomeetwithmeassoonaspossibletodiscussyourneedsandrequirementsinordertoenrollyou.Thecoursesareasfollows:?effectiveselling?Which

courses

would

you

like…??Would

you

prefer…??Do

you

want…??Are

you

interested

in…??How

good

are

you

at…??How

much

of

your

job

involves…??presentationskills?negotiatingbyphone?cross-culturalawareness?teambuilding?I’d

like…

/

I

wouldn’t

like…?I’m

(not)

interested

in…?I’m

quite

good

at…?leadingaproject?spreadsheetsanddatabases?I

can’t

afford

…?computerskills1&2(buildingandmaintaining?My

job

involves…8.2

Showing

you’re

listeningTheimportanceoflisteningA

letterofcomplaintReadingWritingListeningRespondingtoaletterofcomplaintGoodandbadlistenerListeningShowingyou’relisteningVocabularySpeakingLinkingphrases?

relevant

adj.相關(guān)的

berelevantto

berelatedto?

distraction

n.分心，注意力分散，思想不集中

distracted?

conflict

n.沖突with

fightwith?

compromise

n.妥協(xié)，讓步

with?

coach

vt.&vi.指導

coachhim?

reserve

vt.推遲做出，暫時不做

reservetodo?

feedback

n.反饋

response?

interruption

n.打斷?

formulate

vt.系統(tǒng)地闡述(說明、表達)formula公式?

coffeemaker咖啡機?

purchase

n.購買的東西

buy?

halve

vt.把……減半

cut….byhalf?

restructure

vt.&vi.結(jié)構(gòu)重組、調(diào)整

cutjobs裁員?

joblosses失業(yè)?

atmosphere

n.氣氛

air?

Intranet

n.公司內(nèi)部網(wǎng)

Internet?

linemanager:部門經(jīng)理

departmentmanager

MD?

following

prep.在..之后，由于becauseof,dueto,?asaresultof?

misleadinginformation誤導的信息?

legalaction法律訴訟

sue,takesb.tothecourt,appeal?

takelegalaction?

replacement

n.替代(物)，substitute,replacesth.withsth.?

discoveryapproach“發(fā)現(xiàn)法”教學模式?

roomservice酒店客房送餐服務(wù)?

swap

n.交換

exchange

swapbusinesscards?

reception

n.(酒店等的)接待處，前臺

receptionist?

doubled-book

vt.(為避免有人取消預訂而使房間閑置而)接受兩家預訂，(為保證能夠訂到而)重復預訂?

sentiment

n.情感色彩

emotion?

voucher

n·優(yōu)惠獎券?

Grainger固安捷(美國著名工業(yè)品批發(fā)國際公司，擁有80多年歷史)?

virtual

虛擬的；actually

virtually實際上地?

virtualworld虛擬的世界Reading1.Howdoyouknowwhensomeoneislisteningtoyou?(agoodlistener)?Looklikehe/shecaresaboutmyremarks?Showinterest?Askrelevantquestions?Withdirecteye-contactandanattentiveexpression?Withoutanylookofdistraction?Notdoingotherwork,likeansweringemailsorlookingatthescreenofhis/hercomputer2.Readthisarticleaboutlistening.Insomelinesthereisoneextraword.Writeitattheendoftheline.WriteCORRECT

ifthereisnoextraword.The

importance

of

listening0.Womentendtobeverygoodatit.Menareusuallytheworse.Notdoing

THE1.itmightleadtoconflictbutusingitsucheffectivelycanleadbothsidestoSUCH2.compriseandagreement.Listeningandmoreimportantly,

thatshowing

THAT3.you’relisteningisoneofthemostusefulskillsasinbusiness.Firstly,

you

AS4.canuseittocoachanddevelopyourstaffbyaskingthemquestionsCORRECT5.andforreservingyourcommentsorfeedbackforlater.

Secondly,

effectiveFOR6.listeningmeanstoavoidinginterruptionorformulatingaresponseeven

TO7.beforetheotherspeakerhasbeenfinished.

Thiscanpreventdisagreement8.

Take

onangrycustomersonthephone,forexample.

A

fewsimplephrase9.toshowyouseetheirfewpointofviewwillcalmthemdownandmake10.themreadytobehelpedby.

Sonexttimeyou’repreparingtospeak,pauseBEENONFEWBY11.

andaskyourself:HaveIlistenedtothem?DotheyknowI’velistened?CORRECT?

傾聽的重要性?

女性往往都善于傾聽，而男性在這方面則通常差強人意。不肯傾聽可能會引起沖突，但有效利用傾聽技巧則可以使雙方互相讓步，達成一致。傾聽，更重要的是表現(xiàn)出你在傾聽，是商務(wù)活動中最為實用的技能之一。?

首先，可以應(yīng)用這一技能，通過提問、暫不發(fā)表自己看法或意見的形式，“指導”和培養(yǎng)員工。?

其次，有效傾聽意味著避免打斷別人或者在別人話沒說完便徑自發(fā)表自己的意見，這樣才能防止出現(xiàn)分歧。以在電話中接待怒氣沖沖的顧客為例，只要說上幾句簡單的話語，表明你理解他的觀點，就能夠讓他平靜下來，接受幫助，解決問題。?

因此，下一次準備開口時，不妨稍事停頓，先問問自己:我在聽他們說嗎?他們知道我聽了嗎?Listening:

Good

and

bad

listeners1.Listentofourconversations.Ineachconversation,istheotherpersonagoodorbadlistener?Howdogoodlistenersshowtheyarelistening?Conversation1GOOD/BADGood.Thepersonasksquestionsanduseencouragingwordslike“really?”Conversation2GOOD/BADBad.Thepersoninterruptsandgivesanopinionstraightaway.Conversation3GOOD/BADBad.Thepersonsayswhattodowithoutfindingouthowtheotherpersonfeels.Conversation4GOOD/BADGood.Thepersonchecksandshowsunderstanding.2.Readtheseexpressions.Whichexpressionswouldyouusetoshowyou’relistening??LetmecheckI’veunderstoodyou.?Sowhatyou’resayingis…Isthatright??Well,ofcoursetheanswerissimple,isn’tit??Letmejuststopyouthere.?Iseewhatyoumean.?That’sinteresting.?Isee.?CanItellyouwhatIthink??Whydoyouthinkthatis??Really??Well,whatyouneedtodois…?

5

8.2再聽錄音。在練習4的每個表達后面標出會話1,2,3或4。錄音中沒有聽到哪些表達??

Answer?

LetmecheckI'veunderstoodyou.4?

Sowhatyou'resayingis…Isthatright?4?

Well

ofcoursetheanswerissimple,isn'tit?3?

Letmejuststopyouthere，，，2?

Iseewhatyoumean.4?

That'sinteresting.(notused)?

Isee.1?

CanItellyouwhatIthink?3?

Whydoyouthinkthatis?1?

Really?1?

Well

whatyouneedtodois，，，2Speaking:

Showing

you

are

listening6.Work

inpairsandpractiseusingtheexpressionstoshowyou’relistening.

Take

turnstotalkaboutthefollowingtopicsforoneminutes.

Theotherpersonusesthephrasestoshowtheyarelistening.1)Describewhatyoudidafterworklastnight.2)Explainadifficultyorproblemyouarecurrentlyhavingwithyourwork.3)Complainaboutsomethingyouhaverecentlybought.

Customer

sellerIamsorrytotellthatthesportswear……Ihatetomentionthat….Theproductisacceptable.However,

…?7.參考答案:???????????????????????????????????A.OurcompanyhasdecidedtoofferIT

trainingforourstaffasanefforttoincreaseeffi-ciency.B.

Greatnewsforourpeople，isn'tit?

AsfarasIknow，althoughmostpeoplecandowordprocessingandsendemail，manyknowlittleaboutsoftwarepackagesandarepooratothercomputerskills.A.

Iseewhatyoumean.Indeed，manystillhaveproblemswhenitcomestocreatingPPT，usingaspreadsheettocreateagraphandpasteitontoareport，oraddingandeditingdatainadatabase.B.

That'swhypeoplearenotmakinggooduseofcomputersandnotdoingtheirworke}-ciently.A.

HowtoselectpeopleforthetrainingcoursesDoyouhaveanyideaB.

Well，Ithinkweshouldgetasmanypeopleaspossibletoparticipateinthetraining.You

know，computerskillscanbringalotofgoodtothecompany.

Itcanraiseefficien-cyandreducepaperuseandmeetings.A.

You're

right.

Butwecan'thavetoomanypeopleinaclassatthesametime.B.Isee.

Maybewecandoitbatchbybatch，withthosebestinneedoftheskillstakingpartinthefirstclass.A.Iagree.

LikethosesalespeoplewhoneedtodoPowerPointpresentationsandpeoplefromthegeneralofficewhoneedtodolotsofpaperwork.

Asforotherpeople，wecanaskthemtoentertheirnamesfirstandthenwecanarrangetheclasses.B.

Goodidea.

ButhowtomeasurewhethertheirtrainingissuccessfulornoteDoyouhaveanythinginmind?A.

To

evaluatetheimpactofthetrainingprogramme，wecanseeifthetraininghashelpedthemdoabetterjob，andseeifthere'sanyimprovementintheworkperformanceofthestaff.B.

Yes，wecanseewhethertheycouldusethecomputerforsomekindsoftasks，suchasanalysisofsalesbyPPT,

aswellashandlingofdatabases，spreadsheets，graphics，communicationsbetweendepartments，etc...A.Iftheydo，notonlythecompanycanbenefit，buttheythemselvescanlargelyrelievetheirworkload.B.Indeed.

Andthelinemanagercandoadailymemoonemailthatstaffmustreadiftheyaretoreceiveinformation.A.

BythenwecanmakeitarulethatallthedocumentsandnoticesarecirculatedthroughtheIntranet.B.

Alright，lei'swisheverysuccessoftheevent.Vocabulary

:

linking

phrases1.Readtheletterandthenanswerthefollowingquestions.1stMayDearMrLeFeverFollowing

therecentexperiencesoftwoofmystaffwithyourtrainingcompany,Ihavedecidedtosendyousomefeedbackbasedontheircomments.Onthe25thApril,theyattendedatwo-daycomputercourseincreatingPowerPointpresentations.However,onthefirstdaythetrainerarrived30minuteslate,whichwasfollowedbyafurtherdelaydue

to

aroomchange.Asa

result

of

thisnearly90minuteswasmissed.In

addition

to

(Besides)this,mystaffinformmethattheapproachofthetrainerwastoletparticipantsdiscoversolutionstoproblemsratherthanbeingtoldwhattodo.Despite

havingbeenverysatisfiedwithyourservicesinthepastImayhavetoreconsidersendingstaffinthefuture.Iwouldbegratefultohearanycommentsyouhavetomakeeitherbyphoneorinwriting.Ilookforwardtohearingfromyou.YourssincerelyMrsAHeneageHumanResourcesm1)

Thepurposeoftheletter?Thepurposeoftheletterisalwaysinthefirstparagraphoftheletter.Inthiscasethepurposeistocomplain.2)Whathappened?Theexplanationofwhathappenedisinthesecondparagraphwheremoredetailisgiventosupportthefirstparagraph….3)Whatactionthesenderrequires?Thefinalparagraphshouldexplaintheactionthesenderrequires.Thesenderwantstoreceiveanexplanation.2.Lookatthewordsinboldintheletter:writethemintothistable.CauseandeffectBecauseofFollowingcontrastingHoweverAdditionalinformationInadditiontoFurthermoreNeverthelessdespiteduetomoreoverAsaresultof3.Completesentences1-6withasuitablewordorphrasesfromthetable.1)Iamwriting__asaresultof/dueto/following__aproblemwithaproductIrecentlyboughtfromyou.2)

Theadvertcontainsmisleadinginformation.__Furthermore_____,itisunsuitableforchildren.3)Ihavecomplainedaboutthistwicebefore.__However____,youhavecontinuallytakennoactiontoresolvetheissue.4)_____Despite______havingwrittentothem,shehasreceivednoreply.5)We

willnolongeruseyourservicesinthefuture.__Moreover,___wewillbecontactingourlawyerstodiscusspossiblelegalaction.m6)___Following______furtherincreasesinyourprices,wearechangingsupplier.?

1asaresultof/dueto/following?

2Furthermore/Moreover?

3However/Nevertheless?

4Despite?

5Furthermore/Moreover?

6Following/Asaresultof/DuetoListening:

Responding

to

a

letter

of

complaintAsaresultofMrs.Heneage’sletter,

Mr.

LeFevrecallsFredPerrot,whoisinchargeofcomputertraining.ListentothecallandcompletethereplytoMrs.Heneage’sletter.DearMrsHeneagethe26thAprilWithregardtoyourconcernsaboutthePowerPoint

courseon(1)___________,IhavenowspokentomyheadofcomputertrainingandasaresultIaminapositiontorespond.Unfortunately,

andduetocircumstancesbeyondourcontrolonthatday,

theheadoftraining(2)__w_a_s_u_n_a_v_a_il_a_b_le__a_t_s_h_o_r_t_n_o_t_ic_e_____________.

Asaresultwehadtogetareplacementtrainer(3)________________________________andhewassomewhatlate.ForthisI代課培訓老師apologize,butbecauseofthisdelay(4)__w_e__a_d_d_e_d_t_h_e__lo_s_t_t_i_m_e__o_n_t_h_e__en_d__o_f_t_h_e__t_w_o_d_a_y_s.Secondly,

therewasaroomchangewhichwasduetothefactthat(5)_y_o_u_r_c_o_m__p_an_y__s_e_n_t_a_n_e_x_

_tr_a__p_e_r_s

o_n__.Finally,

ourapproachtotraininghasalwaysbeenbasedon(6)_d_is_c_o_v_e_r

yapproach發(fā)現(xiàn)式教學法.positivefeedbackMoreover,

ithasalwaysreceived(7)__________________.Followingthisletter,

Iwouldliketosuggestameetingatyourconveniencetodiscussanyremainingissuesandyourfuturetrainingneeds…Writing:

A

letter

of

complaintWork

inpairs.

Yo

uwillwritealettertoeachotherandthenwritethereply.You

recentlystayedatahotel.

Your

partneristhemanager.Readthenotesontheproblems.?

Therewasnorecordofthebookingatreception—

Iwaited45minutes.?

Themeetingroomwasdouble-booked—

hadtomeetclientsinsmallerroom.Thetowelswerenotchangedinthebathroomovernight—

roomservic