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Unit 3 Under the seaListening & speakingListening & speaking

Do you know us?

I’m a dolphin.

What are they?

It is a happy penguin family.

Hi, who are you?Hi, who are you?Don’t you know me?

I’m a lovely seal. Don’t you know me?

I’m a lovely seal.

Can you guess who I am? Can you guess who I am?

You’re right. I’m a whale. You’re right. I’m a whale.

Do you want to see us in the flesh?

Do you want to see us in the flesh?

If so, come on the whale watching boat tour.If so, come on the whale watching boat tour.

Read the advertisement, Page 25; and discuss these questions.

Read the advertisement, Page 25; and discuss these questions.

(1) What can you experience on this tour?

(2) Would you like to go on? What aspect of the tour would you like best?

(1) What can you experience on this tour?

(2) Would you like to go on? What aspect of the tour would you like best?

(3) When would you get a refund?

1. Before you listen, read the advertisement, Page 25; and discuss these questions.

1. Before you listen, read the advertisement, Page 25; and discuss these questions.

(1) What can you experience on this tour?

(2) Would you like to go on? What aspect of the tour would you like best?

(1) What can you experience on this tour?

(2) Would you like to go on? What aspect of the tour would you like best?

(3) When would you get a refund?

2. These dialogues between tourists and

a tour guide take place after a whale

watching tour. Decide what the

tourists would appreciate (G) and

what they might complain about (B).

Answer key for Exercise 2:

Good aspects: 1 3 5

Bad aspects: 2 4 6

Order: 4 3 1 6 5 2

Answer key for Exercise 2:

Good aspects: 1 3 5

Bad aspects: 2 4 6

Order: 4 3 1 6 5 2

3. Listen again. When the tourist complained, what result did he/she want to get from the tour guide and what was the actual result?

Dialogue 1 Result wanted:

Actual result:

Not stated by the tourist although she did say she wanted to speak to the manager. Not stated although the tourist probably would not get another tour or a refund.

Dialogue 2

Result wanted:

Actual result:

Dialogue 3

Result wanted:

Actual result:

A full refund.

Not stated although the tourist probably would not get another tour or a refund.

A full refund.

A refund of half the fare.

Dialogue 1

1) I’m sorry but ____________________

with the tour.

2) Well, it was ___________________

outside… My two kids

____________________.

4. Listen to the expressions that each

customer used to make his/her

complaint. Complete the sentences.

4. Listen to the expressions that each

customer used to make his/her

complaint. Complete the sentences.

we weren’t very happy

so wet we couldn’t go

are very disappointed

Dialogue 2

1) Yes, the whales were awesome but

______________________ .

2) I’m sorry but _____________________ ,

I now have to make another airline

booking and I have no idea whether

there’ll be any seats available.

__________________ .

I’m feeling very annoyed

that’s not good enough

I’d like a full refund

Dialogue 3

1) Excuse me, the tour _______________

________________________ and we’d

_____________ please.

2) _____________________________ as

we’re visitors to this area and we’re

leaving tomorrow morning.

3) Well, actually, ____________________.

Dialogue 3

1) Excuse me, the tour _______________

________________________ and we’d

_____________ please.

2) _____________________________ as

we’re visitors to this area and we’re

leaving tomorrow morning.

3) Well, actually, ____________________.

husband and I had expected

like a refund

I’m afraid that’s no good for us

we’d like a full refund

wasn’t what my

5. Listen to the first dialogue and fill in

the missing words. Then read the

lines aloud, paying special attention

to stress and intonation.

5. Listen to the first dialogue and fill in

the missing words. Then read the

lines aloud, paying special attention

to stress and intonation.

TOUR GUIDE: I’m sorry but we _____

_______ the weather and you ____ ____

the whales.

can’t

control did see

ANGELA: Well, I’m afraid that’s not ____

______. I’d like to talk to the

manager.

TOUR GUIDE: I’m sure that won’t ___

____ ____ _____ . I know

he’ll _____ with me. The

___ is that you ___ ____

whales.

good

enough

do

you any

agree

fact did see

good

LISTENING TEXTLISTENING TEXT

COMPLAINING ABOUT

A WHALE WATCHING TOUR

ANGELA: Excuse me.

TOUR GUIDE: Yes, how can I help

you?

Dialogue 1

ANGELA: I’m sorry but we weren’t very happy with the tour.

TOUR GUIDE: Oh, what was the problem?ANGELA: Well, it was so wet we couldn’t go outside

… I know we heard the whales and saw them on the videocamera and that was great, but we really wanted to stand outside and watch the whales from there. My two kids are very disappointed.

TOUR GUIDE: I’m sorry but we can’t control the weather and you did see whales.

ANGELA: Well, I’m afraid that’s not good enough. I’d like to talk to the manager.TOUR GUIDE: I’m sure that won’t do you any

good. I know he’ll agree with me. The fact is that you did see whales. (fade out)

TOUR GUIDE: Goodbye, I hoped you

enjoyed the tour, sir.

ANDREW: Yes, the whales were awesome

but I’m feeling very annoyed.

TOUR GUIDE: Really? (in a surprised

voice)

Dialogue 2

ANDREW: Yes. You see, I’ve missed my flight. If

I’d known the boat was going to be

late back, I wouldn’t have come.

TOUR GUIDE: Yes, I understand, but we had a

problem with the boat at the last

minute that we needed

to fix.

The safety of our passengers is very important to us. So, I’m afraid we couldn’t avoid starting late.

ANDREW: Yes, but you should’ve checked if there was anyone like me who needed to be back by midday. Anyway, I’d like a refund, please.

TOUR GUIDE: Well, I can refund half the fare.

ANDREW: I’m sorry but that’s not good enough. I

now have to make another airline

booking and I have no idea whether

there’ll be any seats available. I’d like

a full refund.

TOUR GUIDE: Well, that’s not up to me but I’ll go and talk to the manager.

ANDREW: Thanks.MANAGER: (music to indicate a few minutes passi

ng) Mr Langton, I’m terribly sorry that we’ve caused problems for you.

Of course, we’ll give you a full refu

nd. Just come into the office with

me.

ANDREW: Thank you.

Dialogue 3Dialogue 3

SHARON: Excuse me, the tour wasn’t what my

husband and I had expected and

we’d like a refund please.

TOUR GUIDE: You weren’t satisfied with the

tour?

SHARON: Well, we really loved seeing the bird

life… and the dolphins and seals…

but we saw only one whale and that

one was too far away to see properly.

And we really came on the tour to see

the whales.

TOUR GUIDE: Ah ha, I see. I tell you what, why

don’t you and your husband

come back for a tour on

another day? Free of charge,

of course.

SHARON: I’m afraid that’s no good for us as

we’re visitors to this area and we’re

leaving tomorrow morning.

TOUR GUIDE: Well, in that case, we’ll return

half your fares.

SHARON: Well, actually, we’d like a full refund.

TOUR GUIDE: I’m sorry… if you read the

brochure, we say that we’ll refund

half the fare.

SHARON: OK, thanks.

TOUR GUIDE: You’re welcome.

With your partner, make up

dialogues for the following situations.

Use expressions like the ones on the

next page.

Perform them for your class. Then

write them down.

I’m sorry but… I’m afraid….That’s not good enough.I’m feeling annoyed with/unhappy about/unsatisfied with… I’m not happy about /satisfied with…I’d like a (full) refund, please.That’s no good for me.You should do something about it.

Useful expressions:

1. You missed your flight because you think that it was not announced over the loudspeaker.

Customer: Excuse me but I'm feeling very annoyed because I've missed my flight. I'm sure it wasn't

announced. I've got to get to Beijing by tonight. Is there another flight I can go on?

Situations:

Airline official: All our flights are announced, sir/ madam, but I'll see if I can book you on another flight. Can you show me your ticket? Customer: Sure. Airline official: I'm sorry, but there aren't any seats available on the flights today, but I can get you on a flight early tomorrow morning.

Customer: I'm sorry but that's not good

enough. I've got to get to

Beijing today.

Airline official: Well, there's nothing I

can do about it.

Customer: Then, I'd like a refund please.

I'll go with another airline.

Airline official: Fine.

2. The fish you ordered tastes terrible.

Complain to the manager of the restaurant.

Customer: Excuse me.

Waiter: Yes, sir/madam.

Customer: I'm afraid that this fish I

ordered tastes terrible.

Waiter: Oh really. What's the problem

with it?

Customer. It doesn't taste fresh to me. I'd

like to order something else.

Waiter: Well, I'll go and tell the waiter to take your order.Customer: Thanks. (A moment later)Waiter: Good afternoon, sir. Here’s the menu.Customer: Thanks.Waiter: You are welcome.

3. The trousers the tailor had made for you are too short.

Complain to the tailor.

Customer: Good morning. I'm sorry but

when I put these trousers on this

morning I found that they were

too short. Can you let them down

for me?

Tailor: Well, that'll cost extra.

Customer: But it's not my fault that they are too short. Tailor: Well, I measured the length when you were here and you agreed to that length. Customer: Are you sure you won't lengthen it? Tailor: No, I certainly can't. If you want me to lengthen the trousers, you'll have to pay a bit more. Customer: Well ... OK.

Finish the exercises on

Page 68-69.

Finish the exercises on

Page 68-69.

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Thank You!