English Unlimited HAK/HUM 4/5, Schulbuch mit Audio-CD und CD-ROM (mit Handelskorrespondenz)

139 Tourism 11 LANGUAGE SKILLS EXPLORE EXTRAS Self-assessment talk about developments in tourism   !! support an argument   !! present a new trend   !! organise a description   !! give information about important sights   !! write an email / letter   !! write a leaflet   !! deal with complaints   !! Can you do these things in English? Circle a symbol on each line. üü = I can do this well. ü = I can do this most of the time. !! = I still need to work on this. Unit11 In pairs, try to complete these expressions. Then read the complaint to check. Describing the incident Saying what you want 1 The incident o when … 6 receive a formal a … 2 I’d been t that … 7 receive an a that … 3 When I p this out … 8 take s to ensure that … 4 I w appalled by … 9 restore my c in … 5 I r I didn’t insist on … Work in A/B pairs. Student A, study the role card on p. 200. Student B, study the role card on p. 203. Role play the conversation. Refer to the email on the previous page.   Outline the facts of the incident.   Discuss the customer’s reaction.   Suggest how the problem could be solved. Imagine you are the HR manager. After the conversation with your employee, you write an adjustment letter to the dissatisfied customer. In your letter (130–150 words), you should:   express your regret about the incident.   explain which actions you have taken.   offer adequate compensation to keep the customer’s goodwill.  Business communication, Adjustment letter , p. 161. 34 35 36 Explore speaking: A talk about a language holiday Topic area: Education Focus: Language learning Situation: You spent one week in England staying with a host family and attending a Business English course. You’re keen to organise trips like this for students from your school, so you’ve arranged to give a brief talk at your school or college to get people interested. Individual long turn (4–5 minutes): Give a talk about your week abroad. In your talk, you should:   introduce your topic.   inform about your experience with the host family, the language course and the sightseeing programme.   emphasise the benefits of language holidays abroad. 37 Nur zu Prüfzwecken – Eigentum des Verlags öbv