点击职业英语 旅游英语学生频道2UNIT12.ppt

UNIT 12Sorry about the inconvenience. Sorry about the inconvenience. GOALS ? Dealing with customers’ complaints ? Apologizing Contents First Steps The customers are all complaining about something. What do you think the problem is? List two possible problems for each picture. First Steps Listening Strategies What are the customers complaining about? Listen and number the problems in the correct order. (Not all will be used.) Listening Strategies Listen again and write True(T) or False(F). Correct the false sentences. Listening Strategies W1: This is Ms. Nagai in room 238. There are no towels in my bathroom. W2: I’m sorry, ma’am. I’ll send some towels to your room right away. M1: Sorry, waiter, we’re trying to have a quiet meal here. Could you tell the table behind us to keep the noise down, please? M2: It’s a 21st birthday party, sir. Sorry about the inconvenience. Can I give you another table around the corner? It’s much quieter there. Listening Strategies 3. M3: I’m waiting for the shuttle bus to the airport. Shouldn’t it be here by now? W3: I’m sorry, sir. The driver has called to say he’s stuck in heavy traffic. Can I order you a taxi? The hotel will take care of the cost. W4: I’m very sorry about the wine on your shirt, sir. The server is very new here, and she’s a little bit nervous. M4: That’s okay. Don’t mention it. W4: Please accept this free restaurant T-shirt and we hope to see you here again soon. Language Workout would that be a mix-up to look at then you can let me check you say your did you write I check that how long your for you right Language Workout Language Workout Language Workout Language Workout Language Workout Sound Workout Listen to the sentences. In which sentences is the speaker (1) being casual, or (2) emphasizing a point? Write 1 or 2. Politeness Strategies Apologizing Look at the following expressions. Team Work Student A You work in a