Unit 17 Problems, problems 17.1 Dealing with problems (1)L0) Listening and speaking Listen to someone talking about office problems. Offer to help by phoning the correct department. Use the words in the box to help you like this: VOICE 1: We need some more envelopes(beep) YOU: I'll phone the Purchasing department. VOICE 2: I'll phone the Purchasing department. (repeat) Accounts Service Purchasing Marketing (2)Grammar Underline the correct future form in italics. A: Hello. David Watkins speaking B: Oh, I'm tryingI'll try(1)to reach Ms North B: I want to place a large order and I'd like to discuss discount and delivery terms. Could I arrange a meeting with her for next week? ing/I'lI check(2)her diary. When would you like to see her? B: Is next Tuesday at 3 Ol A: She 's going/She'll go(3)to the new factory that afternoon. How about Wednesday at 10? B: Thats fine. Wednesday at 10 ple B: Yes. it's Jenkins. Sandra Jenkins sending/I'll send(4) you a letter to confirm t meeting B: By the way, could you send me a copy of your catalogue? A: Yes, of course. I'm sending/I'll send (5) you a copy today B: I'd also like information about prices A: OK. I'm enclosing /I'l enclose(6)a copy of our price list B: Thanks very much. I look forward to seeing Ms North next week. Goodbye (3)Writing What will you do? write the offer you would make in each of these situations. I BOSS: I'm going away next week and I need a plane ticket YOU: I'l phone the 2 COLLEAGUE: I,ve got a lot of filing to do 3 BOSS: I need a table at the restaurant for Thursday night next week YOU 4 CLIENT: I'd like to make an appointment to discuss my account YOU. 5 FRIEND: I'm not feeling very well, and I can't get out to go shopping
Unit 17 Problems, problems 17.1 Dealing with problems (1) Listening and speaking Listen to someone talking about office problems. Offer to help by phoning the correct department. Use the words in the box to help you like this: VOICE 1: We need some more envelopes. (beep) YOU: I’ll phone the Purchasing department. VOICE 2: I’ll phone the Purchasing department. (repeat) (2) Grammar Underline the correct future form in italics. A: Hello. David Watkins speaking. B: Oh, I’m trying / I’ll try (1) to reach Ms North. A: She’s in a meeting. Could I help? B: I want to place a large order and I’d like to discuss discount and delivery terms. Could I arrange a meeting with her for next week? A: Of course. I’m checking / I’ll check (2) her diary. When would you like to see her? B: Is next Tuesday at 3 OK? A: She’s going / She’ll go (3) to the new factory that afternoon. How about Wednesday at 10? B: That’s fine. Wednesday at 10. A: Could I have your name please? B: Yes, it’s Jenkins. Sandra Jenkins. A: Fine, I’m sending / I’ll send (4) you a letter to confirm the meeting. B: By the way, could you send me a copy of your catalogue? A: Yes, of course. I’m sending / I’ll send (5) you a copy today. B: I’d also like information about prices. A: OK. I’m enclosing / I’ll enclose (6) a copy of our price list. B: Thanks very much. I look forward to seeing Ms North next week. Goodbye. A: Goodbye. (3) Writing What will you do? Write the offer you would make in each of these situations. 1 BOSS: I’m going away next week and I need a plane ticket. YOU: I’ll phone the travel agent. 2 COLLEAGUE: I’ve got a lot of filing to do. YOU: _______________________________________ 3 BOSS: I need a table at the restaurant for Thursday night next week. YOU: _______________________________________ 4 CLIENT: I’d like to make an appointment to discuss my account. YOU: _______________________________________ 5 FRIEND: I’m not feeling very well, and I can’t get out to go shopping. Accounts Service Purchasing Marketing
6 COLLEAGUE: There isnt any coffee left 17. 2 Complaining and apologizing (1)Language in use Read this conversation and complete it with the words in the box sorry check seems mistake delivery sent ered problems order rerun JONES: Sales department. Samanth Jones speaking LEE: Hello, this is Mike Lee from Meyers. I'm(1) about our order for computer disks There(2) to be a( 3) We(4) article number 495 H4 and you article 594 8F JONES: Jest a moment. Could i have the(6) LEE: Let's see . It's DD303 JONES: Hold the(7) please, I'll just(8) t…. I'm very(9) we' ve had some(10) n the Dispatch department. Could you return the disks? Of course well (l1) the costs LEE: Fine. but when can I JONES: I'll make sure you get them by the end of the week Listen to Samantha Jones dealing with another complaint and tick (v) the correct statements (I PCPower only ordered disks (2 Lesley Howard expected to receive the goods in ten days (3 Lesley's order number is DK997 (4 Lesley doesn t need the material this week. (5 Samantha promises to try to deliver everything by the end of the week (3)Vocabulary Samantha is worried that she will lose PCPower's business. Read her letter and complete it with the words in the box apologize customers manufacturers order problems products
YOU: ________________________________________ 6 COLLEAGUE: There isn’t any coffee left! YOU: ________________________________________ 17.2 Complaining and apologizing (1) Language in use Read this conversation and complete it with the words in the box. JONES: Sales department. Samanth Jones speaking. LEE: Hello, this is Mike Lee from Meyers. I’m (1) ________ about our order for computer disks. There (2) ________ to be a (3) ________. We (4) _______ article number 495 H4 and you (5) ________ article 594 8F. JONES: Jest a moment. Could I have the (6) ________ number? LEE: Let’s see … It’s DD303. JONES: Hold the (7) ________ please, I’ll just (8) ________ it … I’m very (9) ________, but we’ve had some (10) ________ in the Dispatch department. Could you return the disks? Of course we’ll (11) ________ the costs. LEE: Fine, but when can I expect (12) ________ of the correct disks? JONES: I’ll make sure you get them by the end of the week. (2) Listening Listen to Samantha Jones dealing with another complaint and tick (√) the correct statements. ( ) 1 PCPower only ordered disks. ( ) 2 Lesley Howard expected to receive the goods in ten days. ( ) 3 Lesley’s order number is DK997. ( ) 4 Lesley doesn’t need the material this week. ( ) 5 Samantha promises to try to deliver everything by the end of the week. (3) Vocabulary Samantha is worried that she will lose PCPower’s business. Read her letter and complete it with the words in the box. sorry check seems mistake delivery sent line ordered problems order calling refund apologize customers manufacturers order problems products
Computer supplies Pty 22 Park Street botsford 30 Tel:+6l394291713 Fax:+6l394291714 21 September 200 PCPower 31 Albert Street VIC 3011 Thank you for your call concerning your (1) We've had(2) with our Dispatch department, and there have also been delays from the (3) of the Techno range of (4) for this We wish to give our(6) the best service possible, and look forward rving you in future Yours sincerely Samantha Jones Sales department 17.3 Finding a solution (1)Vocabulary Complete these sentences. 1 I'm afraid we have to our order 2 We for the delay 3 When we unpacked the machine, we noticed some to the casing 4 We will any faulty goods free of charge ere s a on orders----it will take at least another ten days to dispatch the goods 6 The fax has broken down. We must 7 There seems to be a in the invoice 8 We will your money if the goods are not satisfactory. (2)Reading Read this letter from pacific machines to avalon industries, what has pacific machines
17.3 Finding a solution (1) Vocabulary Complete these sentences. 1 I’m afraid we have to ________ our order. 2 We ________ for the delay. 3 When we unpacked the machine, we noticed some ________ to the casing. 4 We will ________ any faulty goods free of charge. 5 There’s a ________ on orders ---- it will take at least another ten days to dispatch the goods. 6 The fax has broken down. We must ________ it. 7 There seems to be a ________ in the invoice. 8 We will ________ your money if the goods are not satisfactory. (2) Reading Read this letter from Pacific Machines to Avalon Industries. What has Pacific Machines Computer supplies Pty 22 Park Street Abbotsford 3067 Victoria Tel: +61 3 9429 1713 Fax: +61 3 9429 1714 e-mail: Samantha@compsupplies.com.au Web site: www. compsupplies.com.au 21 September 200- PCPower 31 Albert Street Footscray VIC 3011 Dear Lesley Thank you for your call concerning your (1) __________. We’ve had (2) __________ with our Dispatch department, and there have also been delays from the (3) __________ of the Techno range of (4) __________. We (5) __________ for this. We wish to give our (6) __________ the best service possible, and look forward to serving you in future. Yours sincerely Samantha Jones Samantha Jones Sales department
decide to do about the damaged machine? Tick the correct answer. Refund the ask the customer to return the machine None of the above If you chose None of the above", describe what action Bob Olsen suggests. Dear Mr rogers Thank you for your letter of July 29 regarding order number AS 671 In you letter you state that the case was damaged and that the machine did not function when you turned it on. You suggested that the machine was not properly packed or tested before dispatch. I can assure you that the machine was packed the same way that all out machines are packed and that in four years we have not had any complaints. All machines are tested before dispatch, and yours was working properly when it left the warehouse The matter has been complicated as we received a fax on July 24 from your company stating that the machine had arrived in good condition As you are a valued customer of ours, we will do our best to solve the problem. My suggestion is for a technician from Electroservice, which has the service contract in England for our machines, to come to your company and inspect the machine and possibly fix it. Once we have their report we can then decide what further action to I hope this is satisfactory for you and I look forward to hearing from your soon. ours tru Bob osten 3)writin You are Mr rogers. Use these notes to write a letter in reply to Pacific Machines. Fax sent on 24 July was a mistake Send technician as soon as possible If machine can't be repaired we need a replacemen References 11 VOICE 1: We need some more envelopes (beep)(pause) VOICE 2: I'll phone the Purchasing department. (beep)(pause) VOICE 2: I'll phone the Purchasing department 2 VOICE 1. This invoice is wrong
decide to do about the damaged machine? Tick the correct answer. Refund the money. Replace the machine. Ask the customer to return the machine. Refuse to accept responsibility. None of the above. If you chose “None of the above”, describe what action Bob Olsen suggests. ___________________________________________________________________________. (3) Writing You are Mr Rogers. Use these notes to write a letter in reply to Pacific Machines. Fax sent on 24 July was a mistake Send technician as soon as possible If machine can’t be repaired, we need a replacement References 17.1 1 1 VOICE 1: We need some more envelopes. (beep) (pause) VOICE 2: I’ll phone the Purchasing department. (beep) (pause) VOICE 2: I’ll phone the Purchasing department. 2 VOICE 1: This invoice is wrong. Dear Mr Rogers Thank you for your letter of July 29 regarding order number AS 671. In you letter you state that the case was damaged and that the machine did not function when you turned it on. You suggested that the machine was not properly packed or tested before dispatch. I can assure you that the machine was packed the same way that all out machines are packed and that in four years we have not had any complaints. All machines are tested before dispatch, and yours was working properly when it left the warehouse. The matter has been complicated as we received a fax on July 24 from your company stating that the machine had arrived in good condition. As you are a valued customer of ours, we will do our best to solve the problem. My suggestion is for a technician from Electroservice, which has the service contract in England for our machines, to come to your company and inspect the machine and possibly fix it. Once we have their report we can then decide what further action to take. I hope this is satisfactory for you and I look forward to hearing from your soon. Yours truly Bob Oslen
VOICE 2: I'll phone the Accounts department VOICE 2: I'll phone the Accounts department 3 VOICE 1: The fax machine has broken dowr VOICE 2: I'll call the Service department VOICE 2: I'll call the Service department 4 VOICE 1: I need some information about the new product range VOICE 2: I'll call the Marketing department VOICE 2: I'll call the Marketing departme 2 1 Im trying 2 I'll check 3 She's going 4 I'll send 5 I'll send 6 I'll enclose 3 Suggested answers 2 I'lI help you with it 3 Ill phone the restaurant 4 I'lI check my diary 5 I'll do your shopping 6 I'lI get some 1 1 calling 2 seems 3 mistake 4 ordered s sent 6 order 7 line 8 check 9 sorry 10 problems 1l refund 12 delivery 2 Tick statements 2 and 5 4 No. he needs at least some of it as he is running out of stock JONES: Sales department. Samanda jones speaking HOWARD: Hello, this is Lesley Howard from PCPower. I'm calling about an order we made last month for computer supplies. We wanted to buy disks, printer cartridges, printer paper, some cables and glare shields for monitors. You said you could deliver in ten days I'm really sorry about that. Can I take your order number, please? HOWARD: Yes. it's DK597 JONES: DK597 I' m sorry but weve had problems with our Dispatch department, and Im also waiting for a delivery of stock from one of our suppliers HOWARD: Well, how soon can you deliver the goods to us? We're running out of stock! Ive got to have at least part of my order by the end of the week JONES: I'll look into it right away. I'll send you anything that we have in stock and get the rest to you by the end of the week. HOWARD: Ok, but I'm nearly out of disks and paper ----could you get these things to us today? JONES: I'll try. And I'll make sure that you have everything by the end of the week. I'm really sorry about this, we always try to give the best service but we've had a lot of problems HOWARD: Fine. Well, I'Il look forward to receiving my goods this week. Thanks JONES: Goodbye 3 1 order 2 problems 3 manufactures 4 products 5 apologize 6 customers
VOICE 2: I’ll phone the Accounts department. VOICE 2: I’ll phone the Accounts department. 3 VOICE 1: The fax machine has broken down. VOICE 2: I’ll call the Service department. VOICE 2: I’ll call the Service department. 4 VOICE 1: I need some information about the new product range. VOICE 2: I’ll call the Marketing department. VOICE 2: I’ll call the Marketing department. 2 1 I’m trying 2 I’ll check 3 She’s going 4 I’ll send 5 I’ll send 6 I’ll enclose 3 Suggested answers 2 I’ll help you with it. 3 I’ll phone the restaurant. 4 I’ll check my diary. 5 I’ll do your shopping. 6 I’ll get some. 17.2 1 1 calling 2 seems 3 mistake 4 ordered 5 sent 6 order 7 line 8 check 9 sorry 10 problems 11 refund 12 delivery 2 Tick statements 2 and 5. 1 No, they ordered several items. 3 No, it’s DK597. 4 No, he needs at least some of it as he is running out of stock. JONES: Sales department. Samanda Jones speaking. HOWARD: Hello, this is Lesley Howard from PCPower. I’m calling about an order we made last month for computer supplies. We wanted to buy disks, printer cartridges, printer paper, some cables and glare shields for monitors. You said you could deliver in ten days ---- it’s now been three weeks. JONES: I’m really sorry about that. Can I take your order number, please? HOWARD: Yes, it’s DK597. JONES: DK597. I’m sorry but we’ve had problems with our Dispatch department, and I’m also waiting for a delivery of stock from one of our suppliers. HOWARD: Well, how soon can you deliver the goods to us? We’re running out of stock! I’ve got to have at least part of my order by the end of the week. JONES: I’ll look into it right away. I’ll send you anything that we have in stock and get the rest to you by the end of the week. HOWARD: Ok, but I’m nearly out of disks and paper ---- could you get these things to us today? JONES: I’ll try. And I’ll make sure that you have everything by the end of the week. I’m really sorry about this, we always try to give the best service but we’ve had a lot of problems. HOWARD: Fine. Well, I’ll look forward to receiving my goods this week. Thanks. JONES: Goodbye. 3 1 order 2 problems 3 manufactures 4 products 5 apologize 6 customers