MakingComplaintsandExpressingDissatisfactionUnit

1新發展英語2Title/TopicMakingComplaintsandExpressingDissatisfactionPhoneticsThepronunciationofthelettercombinations“ure,”“ea,”“ei,”“ie,”and“ear”containingtheletter“e”FunctionalLanguageHowtoexpresscomplaints,dissatisfaction,andapologiesPlanoftheUnit123Listening

SpeakingCONTENTSSectionAPhoneticsSectionBShortConversationsSectionCPassagesSectionAFunctionalLanguageSectionBDialogeSectionCSituationalCommunicationListeningPartISectionAPhoneticsListeningPARTIForeachgroupofthefollowingwords,theunderlinedpartofonewordispronounceddifferentlyfromthoseoftheotherwords.Listencarefullyandpickitout.1.A.sure B.pure C.manure D.cure

2.A.heat B.deal C.each D.spread3.A.ceiling B.receive C.deceive D.neighbor4.A.niece B.friend C.piece D.field5.A.dear B.hear C.wear D.fearSectionBShortConversationsListeningPARTIInthissection,youwillhearfiveshortconversationsbetweentwospeakers.Attheendofeachconversation,aquestionwillbeaskedaboutwhathasbeensaid.Aftereachquestiontherewillbeapause.Duringthepause,youmustreadthefourchoicesmarkedA,B,CandDanddecidewhichisthebestanswer.1. A.Shewasheldupattheofficeandcaughtinatrafficjam.B.Shewenttoseeherfriend.C.Shehadatalkwithhermanager.D.Shewasabouttoleavewhentherewasaknockatthedoor.ScriptSectionBShortConversationsListeningPARTI2. A.Inalibrary. B.Atabookstore.C.Atarestaurant. D.Inanoffice.3. A.Thefacilitieshavebrokendown.B.Thefacilitieshavebeenstolen.C.Thefacilitiesarebeyondrepair.D.Thefacilitiesshouldbereplaced.ScriptSectionBShortConversationsListeningPARTI4. A.Thechickensoupsheorderedwasnotcooked.B.Thewaiterkeptherwaitingforhersoupforalongtime.C.Shewasdisturbedbyloudmusic.D.Shewasservedbyarudewaiter.5. A.Sheisatroublemaker. B.Sheisablabbermouth.C.Sheisaboaster. D.Sheisacompetitor.ScriptSectionCPassagesListeningPARTIExerciseOne

Inthisexercise,youwillhearashortpassagetwice.Forthefirsttime,listenandgetthemainidea.Andforthesecondtime,fillintheblanksaccordingtowhatyouhaveheard.SixChinesewhowere1)___________AmsterdamtoBeijingweredelayedattheairportfromFebruary16to18,reportedtheBeijingMorningPost.KLMRoyalDutchAirlinesgaveeachpassengeran800-euro2)______________incompensation.But3)___________theywerediscriminatedagainst.Theairlinehasa4)____________.“PoorEnglishhandicappedtheChinesepassengersfromunderstandinganin-timecommunicationwith5)__________,”explainedtheemployeefromthe6)_____________ofKLMRoyalDutchAirlines.flyingfromtraveller’scheckmany feeldifferentviewtheairportShanghaiofffceSectionCPassagesListeningPARTIExerciseOne

Inthisexercise,youwillhearashortpassagetwice.Forthefirsttime,listenandgetthemainidea.Andforthesecondtime,fillintheblanksaccordingtowhatyouhaveheard.Withsomanypeopletraveling7)_________,delaysandcancellationsareunavoidable.Ifyouhaveaproblem,usethesecommonrequeststoensurethat8)______________isdealtwithproperly.byplaneyourcomplaintScriptSectionCPassagesListeningPARTIExerciseTwo

Inthisexercise,youwillhearashortpassage.Afterthepassage,fivequestionswillbeaskedaboutwhathasbeensaid.Listencarefullyandwritedowneachquestionwhichwillbespokentwice.Aftereachquestiontherewillbeapause.Duringthepause,youmustreadthefourchoicesmarkedA,B,C,andDanddecidewhichisthebestanswer.1.________________________________________________________?A.People’scomplaintsabouttraffic,publictransport,androadtaxes.B.People’slikesofcarparks,traffic,andtransportation.C.People’sopinionsabouttraffic,petrolprices,andpubliccarparks.D.People’swishesforpetrolprices,publiccarparks,androadtaxes.WhichofthefollowingistrueaboutthesurveySectionCPassagesListeningPARTIExerciseTwo

Inthisexercise,youwillhearashortpassage.Afterthepassage,fivequestionswillbeaskedaboutwhathasbeensaid.Listencarefullyandwritedowneachquestionwhichwillbespokentwice.Aftereachquestiontherewillbeapause.Duringthepause,youmustreadthefourchoicesmarkedA,B,C,andDanddecidewhichisthebestanswer.2.________________________________________________________?A.$5. B.$15. C.$6. D.$4.Howmuchdopeoplepayforparkingacarforhalfanhour3.________________________________________________________?A.65%. B.70%. C.60%. D.35%.WhatpercentageofpeoplecomplainaboutthehighcarparkchargesSectionCPassagesListeningPARTIExerciseTwo

Inthisexercise,youwillhearashortpassage.Afterthepassage,fivequestionswillbeaskedaboutwhathasbeensaid.Listencarefullyandwritedowneachquestionwhichwillbespokentwice.Aftereachquestiontherewillbeapause.Duringthepause,youmustreadthefourchoicesmarkedA,B,C,andDanddecidewhichisthebestanswer.4.________________________________________________________?A.Thattheresultsofthesurveyaredifferentfromwhatpeopleexpected.B.Thatonlytrafficisexaminedinasurvey.C.Thatitindicatestherearesomepeoplewhoprefertakingbusestodriving.D.Thatsomepeoplearewillingtopaymoreforcarparkingandpetrol.WhatdoestheauthorfindabsurdaboutthesurveySectionCPassagesListeningPARTIExerciseTwo

Inthisexercise,youwillhearashortpassage.Afterthepassage,fivequestionswillbeaskedaboutwhathasbeensaid.Listencarefullyandwritedowneachquestionwhichwillbespokentwice.Aftereachquestiontherewillbeapause.Duringthepause,youmustreadthefourchoicesmarkedA,B,C,andDanddecidewhichisthebestanswer.5.________________________________________________________?A.Opposed. B.Agreed. C.Neutral. D.Critical.Whatistheauthor’sattitudetowardsthehighpricesScriptSpeakingPartIISectionAFunctionalLanguageSpeakingPARTIIListmoreexpressionsyouhavelearnedfromtheabovesections.Howtomakeacomplaint:Ihatetocomplain,but...I’mafraidIhavetomakeacomplaint.Excuseme,butthere’saproblemwith...Sorrytobotheryou,butIthinkthereissomethingwrongwith...I’mafraidthere’saslightproblemwith...Ihatetosaythis,but...I’mupsetwith..._________________________________Howtoexpressdissatisfaction:Ican’tsayIfeelhappyabout...I’mafraidit’snotatallwhatIwanted...I’mnotsatisfiedwith.../I’mdissatisfiedwith...Ican’tpossiblyacceptit.________________________________SectionAFunctionalLanguageSpeakingPARTIIListmoreexpressionsyouhavelearnedfromtheabovesections.Howtomakeacomplaint:I’msorrytosaythat…Excuseme,but…Therewassomethingwrongwith…I’mafraidIhavetocomplainabout…Iwishthiswouldnothappeninfuture.Howtoexpressdissatisfaction:You’realwayslate.Whyareyousoangrywith…?Well,don’tyouknow…SectionAFunctionalLanguageSpeakingPARTIIListmoreexpressionsyouhavelearnedfromtheabovesections.Howtoreplytocomplaintsordissatisfaction:Ican’ttellyouhowsorryIam.I’mterribly/so/very/extremelysorryaboutthis/that.Idoapologize.Iassureyouitwon’thappenagain.I’mafraidIcan’tdoanything.Ijustdon’tknowwhattosay._________________________________I’mawfullysorryI’mlate.SectionBDialogueSpeakingPARTIIInthissection,therearefiveincompletedialogues.ForeachdialoguetherearefourchoicesmarkedA,B,CandD.ChoosetheONEthatbestcompletesthedialogue.1.—Whyareyousoangrywithme?—_____,Ijustgotcarriedaway(情緒失控).A.I’mawfullysorry B.I’mquitepleasedC.I’mveryhappy D.Ican’tcomplainSectionBDialogueSpeakingPARTIIInthissection,therearefiveincompletedialogues.ForeachdialoguetherearefourchoicesmarkedA,B,CandD.ChoosetheONEthatbestcompletesthedialogue.—Well,_____,butthisdelayhascausedmetomissmymeeting.Iexpectsomesortofcompensation.—Sorryforhavingcausedyoualotoftrouble.A.Iassureyouitwon’thappenagain B.Ican’ttellyouhowsorryIamC.Ihatetocomplain D.Iwishyouwouldn’t2.SectionBDialogueSpeakingPARTIIInthissection,therearefiveincompletedialogues.ForeachdialoguetherearefourchoicesmarkedA,B,CandD.ChoosetheONEthatbestcompletesthedialogue.—_____yourservice.Iwanttospeaktothemanager.—Idoapologizeforthat.A.ThankyouforbringingthemattertoourattentionB.I’mnotsatisfiedwithC.IhaveneverfoundaroomwithD.Ihaveacomplainttomake3.SectionBDialogueSpeakingPARTIIInthissection,therearefiveincompletedialogues.ForeachdialoguetherearefourchoicesmarkedA,B,CandD.ChoosetheONEthatbestcompletesthedialogue.—_____whatyouhavedone,sodon’tgohomeuntilyoufinishalltheworkhere.—Don’tgivemeahardtime.A.Ican’tsayIfeelhappyaboutB.WhyareyousoangrywithC.I’mafraidIcan’tdoanythingD.Ican’tpossiblyacceptit4.SectionBDialogueSpeakingPARTIIInthissection,therearefiveincompletedialogues.ForeachdialoguetherearefourchoicesmarkedA,B,CandD.ChoosetheONEthatbestcompletesthedialogue.—You’veforgottentocleanyourroomasyoupromised._____—Idoapologizeforthat.A.Sorrytohearthat.B.Ihatetocomplain.C.IassureyouthatI’vedoneit.D.Ihopethiswillnothappenagaininthefuture.5.SectionCSituationalCommunicationSpeakingPARTIIInthissection,youwilllearntousetheexpressionsinSectionA.Inahotel,youfindthatyourroomhasn’tbeencleanedup,soyoumakeacomplainttothemanager.Suggestedexpressions:Manager:Morning,madam.IsthereanythingIcandoforyou?Guest:Ihatetocomplain,butwhyhasn’tmyroombeencleanedup?It’salready12:00.Manager:Sorrytohearthat.I’llcheckitatonce.Guest:Thankyouverymuch.Phase1:Workinpairs,andmakeacomplaintorexpressdissatisfactionforthefollowingsituations:ExampleSectionCSituationalCommunicationSpeakingPARTIIInthissection,youwilllearntousetheexpressionsinSectionA.Youcomplaintoyourneighbourwhosenewstereosystemismakinganoisetooloudforyoutofallasleep.Yougotoabarbershoptohaveyourhaircut,butyoudon’tfeelsatisfiedwiththehairstyle.Phase1:Workinpairs,andmakeacomplaintorexpressdissatisfactionforthefollowingsituations:1.2.SectionCSituationalCommunicationSpeakingPARTIIInthissection,youwilllearntousetheexpressionsinSectionA.IfyoufindyourplaneisdelayedfortwohoursandyouhaveaconnectingflightleavingfromShanghaiat3p.m.,howwillyoumakeacomplaintattheairport?(afraid;miss;book;onalaterflight;nottell;howsorry;atonce)Yourteacherfeelsdissatisfiedwithyouressayandasksyoutorewritepartofit,soyoufeelveryunhappy.Whatwillyousaytoyourclassmatewhenhe/sheasksaboutit?(frownat;rewrite;sorry;hear)Phase2:RolePlayWorkinpairs.Onemakesacomplaintorexpressesdissatisfactionandtheothergivesappropriaterepliesaccordingtothefollowingsituations,usingtheexpressionsinthebrackets.1.2.SectionCSituationalCommunicationSpeakingPARTIIInthissection,youwilllearntousetheexpressionsinSectionA.Howwillyoucomplainaboutthevegetablesouptothewaiterbecauseitiscold?(notaccept;madam;takeback;kitchen)Whatcomplaintwillyoumakewhenthelineisbusyatthehotelandyouhavetospendtwentyminutestryingtogetthroughtothebookingoffice?(try;allthetime;takesolong,cause,trouble)Phase2:RolePlayWorkinpairs.Onemakesacomplaintorexpressesdissatisfactionandtheothergivesappropriaterepliesaccordingtothefollowingsituations,usingtheexpressionsinthebrackets.3.4.SectionCSituationalCommunicationSpeakingPARTIIInthissection,youwilllearntousetheexpressionsinSectionA.Whenyoufeeldissatisfiedwithsomebody,howwillyouexpressthat?(can’tsay;feelhappyabout;what;do;tome;sorry;assure;notdo;again)Phase2:RolePlayWorkinpairs.Onemakesacomplaintorexpressesdissatisfactionandtheothergivesappropriaterepliesaccordingtothefollowingsituations,usingtheexpressionsinthebrackets.5.ScriptsSectionBShortConversationsScriptsM:Janice!I’msorrytosaythatyou’relateagain!W:I’mawfullysorryI’mlate.M:You’realwayslate!Whathappenedthistime?W:Well,Iwasheldupattheofficeandthengotcaughtinatrafficjam.Q:WhathappenedtoJanice?1.BackSectionBShortConversationsScriptsW:Yes,sir?M:Excuseme,butthemeatisnotfresh.W:I’msorry,sir.I’llaskthemanagertotakecareofthis.M:No,I’llgotohimmyself.Q:Wheredoestheconversationhappen?2.BackSectionBShortConversationsScriptsW:Hello,thisisReception,Mr.Sun.Youcalledustoreportthattherewassomethingwrongwiththetoilet.M:Yes.Ihaveneverfoundaroomwithsuchpoorfacilities.W:I’mterriblysorryaboutthat.I’llcheckwiththeMaintenanceDepartment.Iassureyouthattheywillcomewithinminutes.M:Wouldyou?Oh,heretheycome.Thankyou.Q:Whatistheproblem?3.BackSectionBShortConversationsScriptsM:Goodevening,madam.IsthereanythingIcandoforyou?W:I’mafraidIhavetocomplainaboutyourrestaurantservice.Iwasbadlytreatedbyarudewaiter.M:Sorrytohearthat,madam.Thankyouforbringingthemattertoourattention.I’llcontacttheFoodandBeverageManageratonce.I’msurehe’lldealwithit.W:Yes,pleasedo.Q:Whatdoestheladycomplainabout?4.BackSectionBShortConversationsScriptsW:Whyareyousoangrywithme?ItoldnoonebutLilyyoursecret!M:Well,don’tyouknowsheissuchablabbermouththatnoonetrustsher?Ibeteveryonewillknowaboutmysecrettomorrow!W:Sorryforhavingcausedyoualotoftrouble.M:Ihopethiswillnothappenagaininthefuture.Q:HowdoesthemandescribeLily?5.BackSectionCPassagesScriptsSixChinesewhowereflyingfromAmsterdamtoBeijingweredelayedattheairportfromFebruary1