1、 Listening and speaking1.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?(3)When would you get a refund?2.These dialogues between tourists and a tour guide take
2、 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 23.Listen again.When the tourist complained,what result did he/she want to get from the tour guide and w
3、hat was the actual result?Dialogue 1Result 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 2Result wanted:Actual result:Dialogue 3Result wanted:Actual resul
4、t: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 11)Im 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.Complet
5、e the sentences.we werent very happyso wet we couldnt goare very disappointedDialogue 21)Yes,the whales were awesome but _.2)Im sorry but _,I now have to make another airline booking and I have no idea whether therell be any seats available._.Im feeling very annoyedthats not good enoughId like a ful
6、l refundDialogue 31)Excuse me,the tour _ _ and wed _ please.2)_ as were visitors to this area and were leaving tomorrow morning.3)Well,actually,_.husband and I had expected like a refundIm afraid thats no good for uswed like a full refundwasnt what my 5.Listen to the first dialogue and fill in the m
7、issing words.Then read the lines aloud,paying special attention to stress and intonation.TOUR GUIDE:Im sorry but we _ _ the weather and you _ _ the whales.cantcontroldidseeANGELA:Well,Im afraid thats not _ _.Id like to talk to the manager.TOUR GUIDE:Im sure that wont _ _ _ _.I know hell _ with me.Th
8、e _ is that you _ _ whales.goodenoughdoyouanyagreefactdid seegoodLISTENING TEXTCOMPLAINING ABOUT A WHALE WATCHING TOURANGELA:Excuse me.TOUR GUIDE:Yes,how can I help you?Dialogue 1ANGELA:Im sorry but we werent very happy with the tour.TOUR GUIDE:Oh,what was the problem?ANGELA:Well,it was so wet we co
9、uldnt 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:Im sorry but we cant control the weather and you did see whales.ANGELA:Well,Im afraid that
10、s not good enough.Id like to talk to the manager.TOUR GUIDE:Im sure that wont do you any good.I know hell 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 Im feeling very annoyed.TOUR GUIDE:Really?(
11、in a surprised voice)Dialogue 2ANDREW:Yes.You see,Ive missed my flight.If Id known the boat was going to be late back,I wouldnt 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,Im
12、 afraid we couldnt avoid starting late.ANDREW:Yes,but you shouldve checked if there was anyone like me who needed to be back by midday.Anyway,Id like a refund,please.TOUR GUIDE:Well,I can refund half the fare.ANDREW:Im sorry but thats not good enough.I now have to make another airline booking and I
13、have no idea whether therell be any seats available.Id like a full refund.TOUR GUIDE:Well,thats not up to me but Ill go and talk to the manager.ANDREW:Thanks.MANAGER:(music to indicate a few minutes passing)Mr Langton,Im terribly sorry that weve caused problems for you.Of course,well give you a full
14、 refund.Just come into the office with me.ANDREW:Thank you.Dialogue 3SHARON:Excuse me,the tour wasnt what my husband and I had expected and wed like a refund please.TOUR GUIDE:You werent satisfied with the tour?SHARON:Well,we really loved seeing the bird life and the dolphins and seals but we saw on
15、ly 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 dont you and your husband come back for a tour on another day?Free of charge,of course.SHARON:Im afraid thats no good for us as were visitors to this
16、 area and were leaving tomorrow morning.TOUR GUIDE:Well,in that case,well return half your fares.SHARON:Well,actually,wed like a full refund.TOUR GUIDE:Im sorry if you read the brochure,we say that well refund half the fare.SHARON:OK,thanks.TOUR GUIDE:Youre welcome.With your partner,make up dialogue
17、s for the following situations.Use expressions like the ones on the next page.Perform them for your class.Then write them down.Im sorry but Im afraid.Thats not good enough.Im feeling annoyed with/unhappy about/unsatisfied with Im not happy about/satisfied withId like a(full)refund,please.Thats no go
18、od 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 Im feeling very annoyed because Ive missed my flight.Im sure it wasnt announced.Ive got to get to Beijing by tonight.Is there
19、 another flight I can go on?Situations:Airline official:All our flights are announced,sir/madam,but Ill see if I can book you on another flight.Can you show me your ticket?Customer:Sure.Airline official:Im sorry,but there arent any seats available on the flights today,but I can get you on a flight e
20、arly tomorrow morning.Customer:Im sorry but thats not good enough.Ive got to get to Beijing today.Airline official:Well,theres nothing I can do about it.Customer:Then,Id like a refund please.Ill go with another airline.Airline official:Fine.2.The fish you ordered tastes terrible.Complain to the mana
21、ger of the restaurant.Customer:Excuse me.Waiter:Yes,sir/madam.Customer:Im afraid that this fish I ordered tastes terrible.Waiter:Oh really.Whats the problem with it?Customer.It doesnt taste fresh to me.Id like to order something else.Waiter:Well,Ill go and tell the waiter to take your order.Customer
22、:Thanks.(A moment later)Waiter:Good afternoon,sir.Heres 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.Im sorry but when I put these trousers on this morning I found that they were too short.Can yo
23、u let them down for me?Tailor:Well,thatll cost extra.Customer:But its 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 wont lengthen it?Tailor:No,I certainly cant.If you want me to lengthen the trousers,youll have to pay a bit more.Customer:Well.OK.Finish the exercises on Page 68-69.
