Unit4InformthepublishersofthenewplanUnitOutlineStartingupTakinginCarryingoutLookingbeyondBuildingup1234CompareinformationaboutdifferenteventvenuesFollowthestructureofanapologyemailMakeaneffectiveandsincereapologyWriteabusinessapologyemailLearningobjectivesStartingUpTakinginReadingListeningWorkinpairsanddiscusswhatfeaturesagoodconventioncentershouldhave.1ReadingTakinginReferenceanswer：LocationandAccessibility:Thevenueshouldbeinaneasily-accessiblelocation.TechnicalFeatures:Thevenueshouldhaveanadequateinternetconnectionandmediacenter.Cost:Thevenue’scostshouldbereasonableandwithinbudget.Staff:Thenumberandqualityofstaffavailablearetobeconsideredwhenchoosingaconferencecenter.Accommodation:Thecentershouldhavehotelsonsiteorintheneighborhood.Readtheintroductionstothethreeconventioncenters.2ReadingTakinginCompletethevenueinformationbyfillingintheblanks.3TakinginReadingCICCCCBNCInaugurationyear201020011987Totalarea(sqm)300,000200,0001)__________LocationInthevicinityof2)____________________________ConvenientlylocatedintheCBDLocated3)___________________fromtheairportArchitecturalfeatureColumn-freeexhibitionhallsSolarpanelsand4)_______________conceptincorporatedintothedesignAblendoftraditionalChineseaestheticsand5)___________________theairportbusinessdistrictonlya30-minutedrive45,000thespongecitymoderntechnologyCompletethevenueinformationbyfillingintheblanks.3TakinginReadingCICCCCBNCAdvantagesAdjustabilityofhallareasGoodenvironmentSustainablesolutionsExpertiseinhigh-technologyand6)______________exhibitionsVirtualpressroom,custom-madevlog,and7)____________________Ample8)______________________Amarketingdepartmentprovidingadvertisingsupport,9)_____________________,andequipmentrentalservicesOverflowhotelsDining,shopping,sightseeing,andPhysiotherapyTypicalrateperdayAbout1,100RMB/㎡1,350RMB/㎡Atleast1,500RMB/㎡forthecentralareasand1,300RMB/㎡fortheperipheralareascreativeindustryVR/ARstudioservicesbasementparkingspaceeventgraphicdesignWorkinpairsanddiscusswhichvenueyouwouldliketochoose.4TakinginReadingReferenceanswer：IamleaningtowardschoosingCIC.WhileCCCandBNCalsohavetheirrespectiveadvantages,CIC'slargeexhibitionspace,lowerrentalfees,andsuperiorlocationmakeitthemostsuitablechoiceforourinternationalbookfair.Workinpairsanddiscusswhatmeasuresshouldbetakenforthechange.Takingin1ListeningReferenceanswer：Fromafinancialperspective,thefirstthingtodoistoretrievethedepositforthepreviousvenue.Ifthevenuecompanypromisesareplacement,itisstillnecessarytomakesureyourcompanydoesnotshoulderanyextracosts.Onceyoureacharefundorreplacementagreementwiththevenuecompany,it’shightimeyouexaminedthereplacementvenue,includingitscapacity,location,facilities,expenditureandanycontingentproblems.Next,youareexpectedtoinformeveryoneaboutthechange.Letallparticipantsknowthesituation,andmakesuretocompensatethemfromthebudgetforanyadditionalexpensesincurred.Finally,youshouldalsomakesureyouremployeesandbossagreewithyourplan.Last-minutechangeisanannoyanceforeveryone.Ifpeoplearoundyouareagainstit,theeventwillsurelybeintrouble.Listentotheconversationandcompletethenotesbyfillingintheblanks.01-Unit4-Takingin-Listening.mp3Takingin2ListeningListentotheconversationandcompletethenotesbyfillingintheblanks.Takingin2ListeningRespectiveadvantagesofthethreeoptionsBNC:1)______________toanyemergencyandthoughtfulservicefortheclientsCCC:greenthinkingand2)_____________________CIC:wonderfulenvironmentand3)__________inhostingexhibitionsofdifferentscalesGECExpo’sprinciple:4)________________________Threemeasurestoexpressapologies?Cover5)____________________________incurredbythechange?Makeupthedifferencein6)__________________?Sendeachofthoseparticipatingpublishers7)________betterresponsetechnologicalinnovationflexibilityProceedwithoutdisruptiontheadditionalcostoftransportadvertisingcostsagiftBuildingUpPreparingforthestructureSharpeningtheskillsDevelopingthestrategiesBuildingUpPreparingforthestructureStructureofanapologyemail1Workinpairsanddiscussthedifferencesbetweenprivateandbusinessapologies.Referenceanswer：Anapologyisoneofthemostpowerfultoolsthatpeoplecanuseatworkandathome.Privateorpublic,themostimportantthingwhenapologizingistotrytobesincereandhonest.Publicapologiesmaydifferfromprivateonesinanumberofways.First,privateapologiesareoftenclearlydedicatedtosomeoneyoucareabout.Publicapologiesontheotherhand,areeasytomakesoundtoogeneralandunfocused.Therefore,itisnecessarytonamethespecificpersonsthathavebeenhurtoraffected.Second,whenmakingaprivateapology,itismorereasonabletogiveexplanationsforwhatyoudid,sotheotherunderstandsyourtruemotivations.Thisisviablebecauseoftheclosenessoftherelationship.However,defendingyourmistakeisalosingstrategyinapublicapology.Finally,apologizingprivately,onewilloftenaimtoinspireempathyandsympathy,whilepublicapologiesshouldultimatelyofferasolution,anexplanation,orevenacompensationplan.DearMr.Johnson,ThankyouforacceptingourinvitationtotheInternationalHigherEducationalExpo!Wehavenoticedthatonthefirstday,theboothposterswepreparedforyourcompanywereanoutdatedversionfromlastyear’sevent,onwhichonly23oftheuniversitiesandcollegeswerelisted.Werecognizethatourerrorcausedyourcompanytobearthebruntofcriticismsfromvisitorswhocomplainedabouttheinconsistentinformation.Thismayhavehinderedyourpotentialformarketgrowth.BuildingUp2Readasamplebusinessapologyemailandlabeleachpartwithitspurposeinthebox.A.ProvidesolutionsB.AskforforgivenessC.Takeresponsibilityfortheproblem/mistakeD.Apologizefortheproblem/mistakesincerely1)____CTo:Subject:Wedeeplyregrettheconfusiongeneratedbyouroversightandsincerelyapologizeforanystressitmayhavecausedforyourcompany.Weshouldhavedouble-checkedthelatestdocuments.OnbehalfofthewholeGECExpoteam,weapologizeforourterriblemistakeandexpressourdeepestregretforouroversight.BuildingUp2Readasamplebusinessapologyemailandlabeleachpartwithitspurposeinthebox.2)____DA.ProvidesolutionsB.AskforforgivenessC.Takeresponsibilityfortheproblem/mistakeD.Apologizefortheproblem/mistakesincerelyOncewerealizedthemistake,wereplacedallthepostersovernight.Toexpressourgratitudeforyourpatience,wewouldliketoofferyoua50%discountonattendingourexpo.Additionally,wewouldliketoshowcasethenewestelectronicversionofyourposteronourwebsitehomepageuntiltheendoftheexpo,increasingthevisibilityofyourcompany.BuildingUp2Readasamplebusinessapologyemailandlabeleachpartwithitspurposeinthebox.3)____AA.ProvidesolutionsB.AskforforgivenessC.Takeresponsibilityfortheproblem/mistakeD.Apologizefortheproblem/mistakesincerelyThecentralmissionofourcompanyistoprovidereliableexhibitionservicesforinternationalbrandsoperatingintheChinesemarket.Wedeeplyregretthatwefailedtomeetthestandardonthisoccasion,andforthat,wehumblyaskforyourforgiveness.Wearetakingthisincidentveryseriouslyandmakingplanstoensurethatitwillneverhappenagain.Wehopetorectifythissituationandcontinuetoworkwellwithyourcompanyinthefuture.Ifthereisanyfurtherassistanceourteamcanrendertoimproveyourexperience,pleasedon’thesitatetoreplytothisemailorcontactusdirectly.Kindregards,ChandlerSterlingBuildingUp2Readasamplebusinessapologyemailandlabeleachpartwithitspurposeinthebox.4)____BA.ProvidesolutionsB.AskforforgivenessC.Takeresponsibilityfortheproblem/mistakeD.Apologizefortheproblem/mistakesincerelyBuildingUpSharpeningtheskills1Readthesampleapologyemailin“Preparingforthestructure”againandunderlinethesentencesthatexpressacceptanceofresponsibilityfortheproblemandmakeapologies.ExpressinganapologysincerelyandclearlyReferenceanswer：Werecognizethatourerrorcausedyourcompanytobearthebruntofcriticismsfromvisitorsregardingtheinconsistencyofinformation.Thismayhavehinderedyourpotentialformarketgrowth.Wedeeplyregrettheconfusiongeneratedbyouroversightandsincerelyapologizeforanystressitmayhavecausedforyourcompany.Wedeeplyregretthatwefailedtomeetthestandardonthisoccasion,andforthat,wehumblyaskforyourforgiveness.BuildingUp2Workinpairsanddiscusshowtorewritethefollowingexcerptofanapologyemail.WhileIknowthatImissedanimportantdeadline,it’sreallynotmyfault.IwasworkingwithPaulonthisproject,andhewastedtoomuchofmytimebyaskingmeabunchofunrelatedquestions.MycomputerwasalsofreezingupthroughouttheweekandtheITstaffwasn’tabletolookatit.Sothisisn’tallbecauseofme.ExpressinganapologysincerelyandclearlyBuildingUp2Workinpairsanddiscusshowtorewritethefollowingexcerptofanapologyemail.ExpressinganapologysincerelyandclearlyReferenceanswer：Mistake:WhileIknowthatImissedanimportantdeadline,it’sreallynotmyfault(apologiesshouldbeginwithtakingresponsibility,butnottryingtodebate).IwasworkingwithPaul(agoodapologyshouldarouseempathy.Blamingotherswillreduceempathy.)onthisproject,andhewastedtoomuchofmytime(focusontheimpact,ratherthantheintention,ofthemistake)byaskingmeabunchofunrelatedquestions.MycomputerwasalsofreezingupthroughouttheweekandtheITstaffwasn’tabletolookatit.Sothisisn’tallbecauseofme(anapologyshouldpolitelyaskforforgiveness.Andastatementaboutimprovementorcorrectionshouldbeincluded).BuildingUp2Workinpairsanddiscusshowtorewritethefollowingexcerptofanapologyemail.ExpressinganapologysincerelyandclearlyReferenceanswer：Revision:Iamterriblysorryformissingtheimportantdeadline(sayclearlywhatyouareapologizingfor).PaulandIwereworkingontheproject,anditwasmyresponsibilitytoallocatetimeproperly,andusethecomputerproperly(takeresponsibilityfortheproblem).Weunderstandthedelaywillcauseconsiderablefinanciallosstothecompany(focusontheimpactofthemistake).Iwillorganizeaspecialteamtofinishtheprojectwithin2days(proposeasolution).Again,Ifeelverybadaboutthepostponement.Ihopethecompanycangiveustheopportunitytomakeupforit(askforforgiveness).BuildingUp3Workinpairsanddiscusshowtoapologizeeffectivelyinthefollowingsituations.Situation1Youareadirectorofaninternationalartexhibition.Youhavebeenpreparingtirelesslyforamajorupcomingevent.Despiteyourdiligence,certaintoolsrequiredfortheexhibitionmalfunctionedunexpectedly.Thegeneralmanagercomplainedaboutyourwork.ExpressinganapologysincerelyandclearlySituation2Youaretheprojectmanagerforaglobalbrand’snewfactoryconstructioninyourcountry.Youareawarethatyouarefarbehindschedule.Theshareholdershaveexpressedconcernaboutthedelay.BuildingUp3Workinpairsanddiscusshowtoapologizeeffectivelyinthefollowingsituations.Situation3Youareinchargeofthelocalbranchofaglobalrawmaterialsupplier.Yourcompanyencounteredashortageofcertainmaterials,resultingindelayeddeliveries.Yourclientsareveryunhappyaboutthedisruption.ExpressinganapologysincerelyandclearlySituation4Youareacustomerservicerepresentativeofadishwashermanufacturer.Oneofyourcustomerswrotealettertocomplainaboutthepoorqualityofyourproduct.Situation2Youaretheprojectmanagerforaglobalbrand’snewfactoryconstructioninyourcountry.Youareawarethatyouarefarbehindschedule.Theshareholdershaveexpressedconcernaboutthedelay.Situation1Youareadirectorofaninternationalartexhibition.Youhavebeenpreparingtirelesslyforamajorupcomingevent.Despiteyourdiligence,certaintoolsrequiredfortheexhibitionmalfunctionedunexpectedly.Thegeneralmanagercomplainedaboutyourwork.BuildingUp3Workinpairsanddiscusshowtoapologizeeffectivelyinthefollowingsituations.ExpressinganapologysincerelyandclearlySituation1Example:Itakefullresponsibilityforthemalfunctioning.Iwillreplacethetoolsassoonaspossible.Note:Insituation1,themistakeisactuallyduetoyourmistake.Aftertakingtheresponsibility,trynottogiveinblindlyjusttopacifythesituation.Situation2Example:

Withaheavyheart,Isincerelyapologizeforthedelay.Fortheremainderofthemonth,Iwillworkaroundtheclocktomakesuretheconstructioncanbecompletedontime.Note:Asthegeneralmanager,theprogressisyourprimarytask.So,themostimportantthingistoproposeaspecificsolution.Situation4Youareacustomerservicerepresentativeofadishwashermanufacturer.Oneofyourcustomerswrotealettertocomplainaboutthepoorqualityofyourproduct.Situation3Youareinchargeofthelocalbranchofaglobalrawmaterialsupplier.Yourcompanyencounteredashortageofcertainmaterials,resultingindelayeddeliveries.Yourclientsareveryunhappyaboutthedisruption.BuildingUp3Workinpairsanddiscusshowtoapologizeeffectivelyinthefollowingsituations.ExpressinganapologysincerelyandclearlySituation3Example：Onbehalfofourcompany,Iwouldliketoextendourdeepestregretforthelatedelivery.Wecanoffera10%discountforthebatchofgoods.Wehavealsocontactedallourfellowcolleaguesinothercountriestosendyoureplacementmaterialsifthatisconvenientforyou.Note:Similartosituation1,thisisactuallyaforcemajeure,andyoucannotbeblamed.However,tomaintainthelong-termrelationship,asolutionisstillthebestapology.Situation4Example：Dearcustomer:weareterriblysorryourproductcausedyouunnecessarytrouble.Wecansendanupdatedversionofthedishwasherforreplacement.Alternatively,wecanoffera50-dollarcouponforafuturepurchase.Note:Anangrycustomercanturnasmallproblemintoamajorpubliccrisis.Respondpromptlyandkeepthecustomerhappysoastofacilitateloyaltyatminimumcost.BuildingUpSKILLSToapologizeproperly,youneedtoacknowledgeyou’reatfaultandthenrespondtoproblemsinatimelymanner.Itisimportanttouseexpressionstomakeitclearwhoistheoffender(you,thecompany,etc.)andwhoistheoffended(thecustomer,etc.),andthenexpresssincereapologies.Thefollowingaresomeusefulexpressions:1.RecognizeyourownmistakesWerecognizethat…Wehavenoticedthat…Wehavejustlearnedfrom…that…Itiswithgreatregretthat…Iknowthatmyfailureto…h(huán)as…BuildingUpSKILLS2.ExpressyourmostsincereapologyandregretWeapologizefortheinconveniencecaused.Pleaseacceptourapologiesfortheinconveniencecausedbyourerror.Wedeeplyregretanyconfusiongeneratedbyouroversightandthestressithascausedyou.Onbehalfofourcompany,I(wouldliketo)apologizefortheinconvenienceyouexperiencedbecauseofourmistake.BuildingUpDevelopingthestrategies1MakingaconciseapologyWorkinpairsanddiscussthenegativeeffectsoftediousapologies.Referenceanswer：Atediousapologycanhavethefollowingthreenegativeeffects.Firstly,ifpeoplerepeatedlycommunicatetoanaudiencehowwrongtheybeen,itcancreateanimpressionofhavinglowself-confidence.Second,alengthyapologywillprobablyfocusonthemistakeormisconductofanindividualororganization,causingtheaudienceandthepublictorefreshtheirmemoriesofpain,troubleorinconvenience.Third,theaudienceexpectresponsibilitytobetakenpromptly,andasolutiontobeprovided.Ifthespeakerkeepsapologizingwithoutreachingasolution,theaudiencemaysuspectthatheorsheistryingtofindwaystoevaderesponsibility.BuildingUpDevelopingthestrategies2Workinpairsanddiscusshowtorevisethefollowingapologyemail.MakingaconciseapologyDearMr.Jason,Pleaseacceptmysincereapologyfortherudebehaviorofouremployeeatourstoreyesterday.Ifeelsobadaboutyourexperience.I’msosorrythatyouweretreatedinsuchabadway.IsthereanythingIcandosincewereallyfeelsobadaboutit?OnbehalfoftheANGteam,Imustsaysorryforwhathappenedtoyou.HisbehaviorwasinexcusableandIcompletelyunderstandhowupsettingitwaswhensomeoneshouldhavebeenservingyourespondedinsuchadisrespectfulway.Wetrulyvaluehavingyouasourcustomerandhopeyouwillacceptoursincereapology.Pleaseletmeknowifyouhaveanyotherconcernsorquestions,andI’llbehappytoaddressthempersonally.Yourssincerely,MaryBrownBuildingUpDevelopingthestrategies2Workinpairsanddiscusshowtorevisethefollowingapologyemail.MakingaconciseapologyTheapologyissincerebutlengthy.Thereceiveralreadyknowswhathappened.Theapologyshouldbemoreconciseandfocused.Revision:DearMr.Jason,OnbehalfoftheANGteam,Imustexpressourdeepestapologiesforwhathappenedyesterday.Wedecidedtoimmediatelyincreaseourgeneralstandardsofservice,toensurethatsuchathingwillnothappenagain.Ifyouhaveanyquestions,Iwouldbemorethanhappytoaddressthempersonally.Yourssincerely,MaryBrownBuildingUpSTRATEGIESInwritinganapologyemail,it’simportanttoconveyyourmessageclearlyandconcisely.Over-explainingthesituationcandiminishtheimpactofyourapology.Onewaytoachieveconcisenessistousedirectandsimplelanguagetoaddresstheproblemwithoutunnecessaryelaboration.Focusonconveyingyourmainideapromptlybystatingtheissueandyourresolutionplan.Usingnumerousexpressionswithsimilarmeaningscanclutteryourmessageanddiluteitsimpact.Bybeingmindfulofyourthoughtsandaimingforaclear,assertiveapologyinjustoneortwosentences,youcaneffectivelyexpressyourregretandshowyourwillingnesstomakethingsright.Carryingout

BizpracticeIn“Takingin”,LiuYanghascomparedtheinformationaboutthreealternativeconventioncenters.In“Buildingup”,hehaslearnedthebasicstructureofanapologyemailandthedesirablewaysofexpressingaconciseandsincereapology.SupposeyouareLiuYang.Youaregoingtocomposeanapologyemailtothepublishinghousesthatplantoparticipateintheupcomingbookfair.Usethefollowingstepsasaguidetocompletethetask.WRITEANAPOLOGYEMAIL:APOLOGIZEFORTHEVENUECHANGECarryingout

Step1ComparetherelevantinformationStep3OrganizetheapologyemailStep2ProposepossiblemeasuresStep4WriteitupStep5ReviseandreflectCarryingoutWhenmakingyourdecision,considertheadvantagesofthethreedifferentvenuesinlightofyourspecificneedsandrequirements.Completethetablebylistingthebenefitsofeachvenue.Youcangetinformationfrom“Takingin”.Step1ComparetherelevantinformationVenueAdvantagesCICCCCBNCCarryingoutBasedonthechosenvenue,comeupwithsomemeasurestoaddressthepublishers’dissatisfaction.Step2ProposepossiblemeasuresCarryingoutStarttoorganizeyourapologyemail.Youmayreferto“Preparingforthestructure”andwritedownthemainpointsinthefollowingbox.Step3