Unit 17 Problems, problems Objectives Focus Warm up Dealing with problems and apologizing Finding a solution---- a mini case study Sum-up Assignments Objectives When the learners finish learning this unit, they should be able to deal with problems and clients when placing orders (and trying to rectify them) complain and apologize know how to use present progressive tense to describe future arrangements (“will” future for decisions made at the time of speaking →“will” future and present progressive) 返回 Focus Dealing with various problems in doing business Complain and apologize 返回 Warm up Ask learners what kind of problems can occur when ordering goods from pany. Get learners to look at the departments and check they understand what they do (Review Unit 4) Ask them to look at the pictures on the textbook and decide which department is responsible for each problem. 返回 Dealing with problems A. Discussion
Reinforce the ideas of different departments in pany:
Suggested answer: 1) Marketing, 2) Sales, 3) Order processing / Dispatch, 4) Dispatch, 5) Accounts, 6) After-sales B. Presentation
It is a matching exercise which focus on introducing “will” form in offers and promises. 1. Learners match problems to responses 2. Play the recording so learners can check their answers C . Language focus
This exercise focuses on the use of “will” for spontaneous decisions and contrasts it with the present progressive for decisions that have already been made (arrangements) 1. Look at the language box and highlight differences between “I’ll…” and “I’m ~ing …”
2. In pairs, plete the sentences with the correct form of the future. D. Problem-solving (an “in-tray” exercise) 1. Learners have to read through the post and decide what they will do with it. (I’ll pass it on to Accounts; I’ll send them a cheque.) 2. Check if the learners are familiar with the expressions of how to deal with the files
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