Unit 8Unit 8Dealing with problemsDealing with problems

ObjectivesObjectives FocusFocus Warming upWarming up 8.1 What seems to be the problem?8.1 What seems to be the problem? 8.2 We all make mistakes –sometimes!8.2 We all make mistakes –sometimes! 8.3 Complaining and apologizing8.3 Complaining and apologizing 8.4 Friday afternoon: Delivery problems8.4 Friday afternoon: Delivery problems 8.5 Only the best is good enough8.5 Only the best is good enough 8.6 Monday morning8.6 Monday morning ：： After-sales probleAfter-sales proble

msms Sum-upSum-up AssignmentAssignment

ObjectivesObjectives

When finishing learning this unit, you shoWhen finishing learning this unit, you should be able to:uld be able to:

Deal with some kinds of problems encouDeal with some kinds of problems encountered in business. ntered in business.

Complain and apologize by letter, fax or Complain and apologize by letter, fax or e-mail. e-mail.

FocusFocus

Resolving the problems that occur in IResolving the problems that occur in International trade and daily work life.nternational trade and daily work life.

Writing to complain and apologize.Writing to complain and apologize.

Warming upWarming up In business, customers are sometimes dissatIn business, customers are sometimes dissat

isfied with a product or service after it has bisfied with a product or service after it has been delivered and paid for--maybe because teen delivered and paid for--maybe because they have unreasonable expectations, maybe hey have unreasonable expectations, maybe because the service really is bad.because the service really is bad.

In our daily life, we always get involved in soIn our daily life, we always get involved in some annoying situation. Maybe you bought sme annoying situation. Maybe you bought something and found it broken when back at omething and found it broken when back at home. What did you do then?home. What did you do then?

Look at the pictures, what seems to be the prLook at the pictures, what seems to be the problem? What are they going to say?oblem? What are they going to say?

8.1 8.1 What seems to be the proWhat seems to be the pro

blems?blems?A DiscussionA Discussion

B ListeningB Listening

A A DiscussionDiscussion

Look at the pictures : Look at the pictures :

What do you think has happened?What do you think has happened? What are the people going to say?What are the people going to say? What would you do in each situationWhat would you do in each situation

B ListeningB Listening

You’ll hear eight short phone calls. MYou’ll hear eight short phone calls. Match the number of each call to one of atch the number of each call to one of these sentences. these sentences.

Answers to BAnswers to B 1 a 1 a 2 c 2 c 3 f 3 f 4 e 4 e 5 g 5 g 6 i 6 i 7 1 7 1 8 k8 k

8.2 8.2 We all make mistakeWe all make mistake

s!s!A Case study (reading & A Case study (reading & discussion)discussion)B Case study (listening, reading B Case study (listening, reading &discussion&discussionC Role playC Role playD WritingD Writing

A Case study (reading & discusA Case study (reading & discussion)sion)

Study the case: What’s your role?Study the case: What’s your role? Read the two notes and discuss:Read the two notes and discuss:

Q1: What do you think may have Q1: What do you think may have happened?happened?

Q2: What should you do?Q2: What should you do?

B Case studyB Case study

Listen to a telephone messageListen to a telephone message Read the two more documents at File 75Read the two more documents at File 75 Every group make a discussion and decide Every group make a discussion and decide

what to do.what to do.(As the order has been placed with Uniplex (As the order has been placed with Uniplex

by Zenith, there is now a binding contract by Zenith, there is now a binding contract between the companies which can only bbetween the companies which can only be cancelled by mutual agreement. )e cancelled by mutual agreement. )

C C role-playrole-playRole-play the conversations. (on the phone or facRole-play the conversations. (on the phone or fac

e-to-face)e-to-face) There are two role-plays: one conversation betThere are two role-plays: one conversation bet

ween the Zenith buyer and Piero Conti and anotween the Zenith buyer and Piero Conti and another between the Zenith buyer and Lucia Donato.her between the Zenith buyer and Lucia Donato.

Make notes before the call, because the situatioMake notes before the call, because the situations are delicate: both Conti and Donato may be dns are delicate: both Conti and Donato may be disgruntled or indignant. isgruntled or indignant.

Make sure both partners have a turn at being tMake sure both partners have a turn at being the Zenith person, so that no one has to play thhe Zenith person, so that no one has to play the role of both Mr. Conti and Ms Donato.e role of both Mr. Conti and Ms Donato.

D WritingD Writing DDraft their faxes or e-mails. raft their faxes or e-mails.

Answers to Answers to DD

To: Piero Conti, Uniplex srl, PisaFrom: Zenith InternationalDear Mr. Conti,Re: Our order for MCL88 cableWe regret that we shall have to cancel this order. Unfortunately, a

temporary member of our staff placed the order by mistake while I was on holiday.

However, we are still very interested in your products. We do hope that we may be able to do business with you in future. Perhaps you could contact us to discuss this soon?

We are very sorry about the inconvenience this may have caused.Regards,

To: Lucia Donato, Uniflex SpA, La SpeziaFrom: Zenith InternationalDear Ms Donato ，We are very sorry about the confusion about our order this month

. There was a slip-up in our buying department during the holidays, which resulted in a number of errors.

Page 2 of this fax is a copy of the order that should have been sent to you. As you will see, this is exactly the same as last month’s order. I hope that you will be able to fill the order, in spite of our delay.

I apologize again for the inconvenience caused. Thank you for drawing our attention to the situation and for your patience.

Looking forward to seeing you next time you are in ____Best wishes,

8.3 8.3 Complaining and apologiComplaining and apologi

zingzingA. ListeningA. Listening

B. Reading & WritingB. Reading & Writing

C. Role play C. Role play

D. DiscussionD. Discussion

E. Role play (speaking)E. Role play (speaking)

A. ListeningA. Listening You’ll hear four conversations. You’ll hear four conversations. Note down what the problem is in Note down what the problem is in

each case and what action is to be each case and what action is to be taken.taken.

Answers to AAnswers to A

PROBLEM

1. Wrong size paper – wrongly labeled box2. forgot to send in Eastern region order3. wrong quality delivered (not A1 quality)4. color negatives not sent

ACTION to be taken

Refund: £11.95Telex the order t Compass InternationalCharge 20% les for the orderAND ship load of A1 tomorrow morningMr. Patel will collect them tomorrow personally

B Reading & writingB Reading & writing

Look at the extracts from four Look at the extracts from four letters.letters.

Complete each sentence. Complete each sentence. What would you write in your reply What would you write in your reply

to each as if it was your fault in each to each as if it was your fault in each case?case?

Answers to BAnswers to B

1. …confirm that you have received the or1. …confirm that you have received the order and that you have the goods in stockder and that you have the goods in stock ？？

REPLY REPLY Please accept our apologies for not haPlease accept our apologies for not ha

ving confirmed your order. The reason iving confirmed your order. The reason is that we have been understaffed this ms that we have been understaffed this month as there has been a flu epidemic honth as there has been a flu epidemic here. We can confirm that the order has ere. We can confirm that the order has been received and will be shipped to yobeen received and will be shipped to you tomorrow, in accordance with your inu tomorrow, in accordance with your instructions.structions.

2. …please look into this matter2. …please look into this matter ？？ We can oWe can only assume that this shipping note was senly assume that this shipping note was sent in error and that the goods have not bent in error and that the goods have not been dispatched.en dispatched.

REPLYREPLY We are very sorry for this mistake. OuWe are very sorry for this mistake. Ou

r dispatch manager discovered at the last r dispatch manager discovered at the last moment that your order was incomplete amoment that your order was incomplete and he delayed the shipment until the missnd he delayed the shipment until the missing parts had been found. Unfortunately, ting parts had been found. Unfortunately, the shipping advice had already been postehe shipping advice had already been posted and we failed to inform you of the delay.d and we failed to inform you of the delay.

I am pleased to inform you that the miI am pleased to inform you that the missing parts have now been packed and left ssing parts have now been packed and left our works yesterdayour works yesterday ．．

3….refund the difference, which I calculate to 3….refund the difference, which I calculate to be $72.50 for five nights.be $72.50 for five nights.

REPLYREPLY We wish to apologize for our mistake in oWe wish to apologize for our mistake in o

vercharging you for your room. I have lookevercharging you for your room. I have looked into the matter and discover that you were d into the matter and discover that you were charged at the double room rate by mistake. charged at the double room rate by mistake. I have refunded the sum of $72.50 to your MaI have refunded the sum of $72.50 to your MasterCard account and enclose the refund slip.sterCard account and enclose the refund slip.

In view of our error and in the hope that In view of our error and in the hope that you will stay with us again, may I offer you a you will stay with us again, may I offer you a special discount of 15% for your next stay at special discount of 15% for your next stay at our hotel?our hotel?

4. …arrange for the missing items to be shi4. …arrange for the missing items to be shipped to us at oncepped to us at once ？？

REPLYREPLY Please accept our apologies for this mPlease accept our apologies for this m

istakeistake ．． Since your order was placed, we Since your order was placed, we have begun using now new boxes which chave begun using now new boxes which contain 100 items. Your order was short by ontain 100 items. Your order was short by 3,520 items. A further 36 boxes are on the3,520 items. A further 36 boxes are on their way to you now.ir way to you now.

C Role playC Role play

Instead of being dealt with by letter, thInstead of being dealt with by letter, the same situations are dealt with on the e same situations are dealt with on the phone. phone.

Works in pairs, students role-play the Works in pairs, students role-play the conversations. conversations.

D DiscussionD DiscussionWhat are more excuses that may be used tWhat are more excuses that may be used t

o cover up for a mistake?o cover up for a mistake? a typing errora typing error a keyboard errora keyboard error a misunderstanding a misunderstanding a bad telephone linea bad telephone line pressure of work temporary staffpressure of work temporary staff bad weather delaying deliverybad weather delaying delivery your suppliers letting you downyour suppliers letting you down

E Role playE Role play

Assignment: Assignment: Student A should look at File 20 Student A should look at File 20 student B at File 51. student B at File 51. Use the expressions in the speech ballUse the expressions in the speech ball

oon. oon.

8.4 Friday 8.4 Friday afternoon: afternoon:

Delivery problemsDelivery problemsA Case studyA Case study

B Case study (reading , writing, B Case study (reading , writing, role play)role play)

A Case studyA Case study Listen to the recording of a telephone message from Mr. Listen to the recording of a telephone message from Mr.

Robinson, the production manager. Robinson, the production manager. Q1: What is the problem? Q1: What is the problem? Q2: How to solve it?Q2: How to solve it? (The company has received the wrong components and if t(The company has received the wrong components and if t

hey aren't replaced fast, the production line will have to shey aren't replaced fast, the production line will have to stop.)top.)

Read the fax:Read the fax: Q: When was delivery promised for?Q: When was delivery promised for?(In the fax delivery was promised for 30 May.)(In the fax delivery was promised for 30 May.) The letter can be used as a MODEL for the ‘apologetic leThe letter can be used as a MODEL for the ‘apologetic le

tter’. In the letter the reason given was a late delivery by tter’. In the letter the reason given was a late delivery by Ocean View’s suppliers.Ocean View’s suppliers.

Discuss in pairs and make their decisions.Discuss in pairs and make their decisions. If you've decided what to do, role-play the phone calls, wiIf you've decided what to do, role-play the phone calls, wi

th one student acting for Pacific International, one for Octh one student acting for Pacific International, one for Ocean View. Or direct the students towards one of the optioean View. Or direct the students towards one of the options: letter, fax, or e-mail.ns: letter, fax, or e-mail.

Suggested solution for ASuggested solution for A Phone Ocean View and ask for all or pPhone Ocean View and ask for all or p

art of the order to be air-freighted or sart of the order to be air-freighted or shipped at once. Or maybe find another hipped at once. Or maybe find another supplier locally who can deliver more supplier locally who can deliver more quickly.quickly.

B Case study B Case study Read this memo.Read this memo. Q: What is the problem? What to do?Q: What is the problem? What to do? (The goods are damaged, but it's not clear (The goods are damaged, but it's not clear

who is responsible for this - so the students who is responsible for this - so the students must decide whether or not to accept must decide whether or not to accept responsibility and agree to Arctic responsibility and agree to Arctic Refrigeration’s demand for credit.)Refrigeration’s demand for credit.)

Write an apologetic letter, students may Write an apologetic letter, students may have to refer back to Mr. Duvall's letter in have to refer back to Mr. Duvall's letter in step A3, which they can use as a model.step A3, which they can use as a model.

Role-play the phone calls, with one student Role-play the phone calls, with one student acting for Atlantic International, one for acting for Atlantic International, one for Arctic Refrigeration, and the others for Arctic Refrigeration, and the others for Observers.Observers.

8.6 8.6 Monday morning: After-sales Monday morning: After-sales

problemsproblems

A Case study (reading & A Case study (reading & writing)writing)

B Case study (reading & B Case study (reading & writing)writing)

A Case studyA Case study

1. Read the message and the letter: 1. Read the message and the letter: What is the problem ?What is the problem ? Discuss how to solve it ?Discuss how to solve it ? (You have already written to complain (You have already written to complain

about Fox Industries’ after-sales servicabout Fox Industries’ after-sales service but received no reply. Now a new mace but received no reply. Now a new machine has gone wrong, possibly as a resulhine has gone wrong, possibly as a result of incompetent servicing by Fox's engit of incompetent servicing by Fox's engineer.neer. ））

2. Decide what action you should take in 2. Decide what action you should take in this situationthis situation

3. Draft a suitable letter, fax or e-mail –o3. Draft a suitable letter, fax or e-mail –or make notes for a phone call.r make notes for a phone call.

4. Compare your draft or notes with an4. Compare your draft or notes with another pair or groupother pair or group

5. Look at File 76, where you will see an 5. Look at File 76, where you will see an unexpectedly apologetic, placatory faunexpectedly apologetic, placatory fax from Mr. Reynard, which you must x from Mr. Reynard, which you must read, discuss and respond to.read, discuss and respond to.

6. One or two groups report their soluti6. One or two groups report their solutions to the whole class.ons to the whole class.

B ReadingB Reading

Read the two faxes, decide what you are Read the two faxes, decide what you are going togoing to

do in each case. do in each case.

Q: So what exactly has gone wrong in these Q: So what exactly has gone wrong in these situations?situations?

(In the first case, the customer has been (In the first case, the customer has been supplied with goods that don't work supplied with goods that don't work properly. In the second case, the customer properly. In the second case, the customer has been sent a handbook which has missing has been sent a handbook which has missing pages.) pages.)

Sum-up:Sum-up:

In this unit, we learnt:In this unit, we learnt: How to deal with all kinds of problemHow to deal with all kinds of problem

s s How to complain and apologize in traHow to complain and apologize in tra

de.de.

Assignment:Assignment:

Write a letter to complain delivery proWrite a letter to complain delivery problems.blems.