Appendix 1: Answer Keys
39 Chapter 4: Answer Key
Introduction
Focus questions
7.
| Situations | Very casual | Casual | Serious |
|---|---|---|---|
| You are in the lunchroom at work. You and your co- workers are discussing last night’s hockey game. | X | ||
| You are making small talk with a group of colleagues before a meeting. | X | ||
| You are at a meeting in the workplace. | X | ||
| You are making small talk with a customer or a client. | X | ||
| You are talking to a customer or a client about a concern he/she has. | X |
Reading
After you read
Comprehension
- c
- a
- b
- c
- crossed arms/crossing your arms
- b
- a
- a
- a
Vocabulary
Meaning
1.
a) confirm check the facts
b) follow up to take appropriate future action about something
c) maintain continue to do something
2.
a) hostility
b) handle
c) complaints
d) apologized
e) sincere
f) confirm
g) regret
h) sympathize
3.
a) Handle a complaint effectively
b) Sympathize with customers
c) Confirm your understanding
d) Apologize for inconvenience
Form
- a) experience b) handle (The order does not )
Reading progress check
Comprehension
- a
- b
- b
- a
- c
Vocabulary
| considerate (construction hours) | thinks about others and is careful not to inconvenience others |
| remain (alternative parking) | continue to be the same; to stay |
| impact (impact on traffic) | have an effect or influence |
| unaffected (CDN Malls hours) | showing no changes |
| valued (CDN Malls hours) | important |
| concern (CDN Malls contact) | worry; anxiety |
Listening
After you listen
Listening 1: Comprehension
- a
- c
- c
- b
- a
- Two
- a
Listening 2: Comprehension
- b
- To buy her brother a present
- b
- a
- There were no signs. /There was no information.
- b
Listening progress check
After you listen
Comprehension
- “Before you go”
- b
- c
- a
- a
- a
Vocabulary
| Word/phrase | Meaning |
|---|---|
| sympathized | showed concern |
| situation | events or actions that are happening at a specific time and place |
| handle | to manage a problem or a situation |
| reassure | to remove doubt or fear |
| feedback | information about a person’s performance |
Writing
The context
- Email “c” is the most appropriate.
The content
2.
| Expressing a positive message | Expressing an apology | Expressing thanks |
|---|---|---|
| We have attached a full refund for … | We sincerely
apologize for … |
Thank you for … |
| We have arranged for the__________ you
requested. |
Please accept our apologies … | We appreciate … |
| We will do
everything we can to … |
We are sorry that … | We are grateful for … |
| Your satisfaction is important to us. | I must apologize for … | We would like to thank you for … |
| Please accept our invitation to … | We regret that … | |
| We would like to offer … |
Speaking
Pronunciation 2
If a customer/ has taken the time/ to come to the Guest Services Desk/ to make a complaint,/ then he / or she is really upset./The customer / wants to know / that you are interested / in what he / or she is saying / and that you are actively listening / to the complaint. / Be polite /and listen carefully./ Make eye contact / and maintain an open posture/ when speaking to the customer./ Avoid crossing your arms / as this can be seen / as a sign of hostility. / Confirm the information / that the customer is giving you / to make sure / you have the facts. /Speaking Practice
Speaking practice
Listening 2 Transcript