Unit 3 Customer s Nightmare Complaint Farewell to

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Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Language Structure Practice Introduction Activity Main Teaching Points Practice Practice I II IV Extra Practice Reference Instructions Possible Steps

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Language Structures Introduction Activity Read the following short paragraph and change the sentences from the active voice into the passive voice, where possible. Someone says Mr. Xiao will come to see Will and Ray in their dorm this afternoon. Their room looks a bit dirty and untidy. They will give the room a good clean in the morning. They have to throw away the old newspapers and put everything in order. Besides, they have to take down the old posters from the wall and put up some new ones. What is the most important, they have to wash up all the dirty socks which smell terrible. They will make their room neat and tidy and leave a good impression on the teacher.

Unit 3 Customer’s Nightmare & Complaint Language Structures Farewell to Rude Manners Introduction Activity Reference It is said that Mr. Xiao will come to see Will and Ray in their dorm this afternoon. Their room looks a bit dirty and untidy. It will be given a good clean in the morning. The old newspapers have to be thrown away and everything has to be put in order. Besides, the old posters have to be taken down from the wall and some new ones have to be put up. What is the most important, all the dirty socks which smell terrible have to be washed up. Their room will be made neat and tidy and a good impression will be left on the teacher.

Unit 3 Customer’s Nightmare & Complaint Language Structures Farewell to Rude Manners Main Teaching Points involving the modal auxiliary have to converted from the active sentence with a direct and an indirect object involving the verb phrase / phrasal verb formed by the They say / It is said… patterns

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Practice I Directions: Listen to the recording and complete the dialogues. Then make similar dialogues with your partner by using the cues. A Oh dear! My pupils’ homework is full of careless : mistakes. B: Did you tell them to check their homework before they hand it in? A No, I didn’t. : I think they should be told that their homework B: has to be checked before they hand it in.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Practice I Practice 【Cues of Practice I】 Fact Advice Pupils’ homework is full of careless mistakes tell the pupils to check their homework before they hand it in the tape recorders give scratchy sounds tell the language lab assistant to clean the magnetic heads often people like to jaywalk tell the pedestrians to use the zebra crossing

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Practice I Practice More Cues Fact Advice These machines are no longer in good repair tell the mechanics to overhaul them every three years The lawn looks very untidy tell the gardener to mow the lawn once a week. The students are nervous about their exams and their future tell the students to consult a psychologist regularly

Unit 3 Customer’s Nightmare & Complaint Practice Farewell to Rude Manners Practice II A: Lilian’s been working very hard, I was told. B Yes, so I heard. She often worked overtime. : Is she paid anything extra for overtime? A: B No, she isn’t. :

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Practice II Practice 【Cues of Practice II】 Lilian work hard often work overtime not paid anything extra for overtime Ronald study in a night school be a conscientious student taught many practical subjects Dave work on some statistics work hard at it given a microcomputer to do the task

Unit 3 Customer’s Nightmare & Complaint Practice Farewell to Rude Manners Practice III A A Poor Tom! Lots of people make fun of him. : Why do they do that? B: A Because he walks with a limp. : B: Well, I don’t think anybody should be made fun of because of his physical handicap.

Unit 3 Customer’s Nightmare & Complaint Practice Farewell to Rude Manners Practice III B A How was the exhibition? : Very good. B: A Were brochures handed out to visitors? : B: Oh, yes, they were.

Unit 3 Customer’s Nightmare & Complaint Practice Farewell to Rude Manners Practice III 【Cues of Practice III- A】 1. Don’t make fun of people because of their physical handicap. 2. Don’t turn anybody down because of his hoarse voice. 3. Don’t look down on anybody because of his shabby clothes. 【Cues of Practice III- B】 1. They handed out brochures to visitors at the exhibition. 2. Someone put forward a good proposal at the discussion. 3. They didn’t arrive at a decision at the meeting yesterday.

Unit 3 Customer’s Nightmare & Complaint Practice Farewell to Rude Manners Practice IV A: People say the city has mapped out a construction plan for the next year. B Has it? Do you know any particulars? : A: Yes. They say / It is said that three parks will be expanded. B How wonderful! We’ll have more space for : enjoyment and rest.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Practice IV Practice 【Cues of Practice IV】 Plan Result expand three parks more space for enjoyment and rest build an amusement park a place to go for recreation and pleasure set up a modern sewerage system draw up a plan to renovate the stadium a clean and healthy environment a proper stadium for national games and local sports meetings

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Practice IV Practice More Cues Plan Result build two pedestrians’ footbridges no fear of heavy traffic at busy crossroads build a new coach / bus terminal at the city center much better coach / bus service

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Extra Practice Situation: We’re going to have a class meeting. The main activity we are going to have is to make Jiaozi by ourselves in the campus cafeteria. Your foreign teacher is also invited to the meeting, but he / she doesn’t know how to make Jiaozi. So you are to tell him / her about the steps. You two take the roles of the foreign teacher in turn to make a dialogue. Try to use passive voice in your explanation. You may begin your dialogue like this:

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Extra Practice A: I hear you are invited to our class meeting. Will you come? B: Sure, but I don’t know how to make Jiaozi. A: It’s not very difficult. First, the materials should be prepared, including flour, water, meat, vegetables and spices. B: Then what’s the next step? A: … Sample

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Extra Practice A: Er, a good knife is needed, because the meat and vegetables should be minced and mixed up. B: It must be an exhausting work. Is that all? A: Of course not. Spices should be put into the mixture. Then the filling is done. B: What spices are needed? A: You can add any according to your own taste. B: So, dough and fillings are OK now. Shall we begin? A: Not yet. The dough should be cut into small pieces and then rolled into small flat and round covers.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Extra Practice B: Oh, yes, that’s important. A: Now, we can really begin. Certain amount of filling is to be put on the cover, and the edges of the cover should be squeezed. This is the most important step. B: I’ve heard that it’s the most difficult step. A: Em, you can say so. B: Shall I enjoy the delicious Jiaozi now? A: No, not yet. The last step is to put Jiaozi into boiling water. And it is said that when they float on the surface of water, they are ready.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Extra Practice B: Oh, that’s wonderful. I’m looking forward to the class meeting. A: Me too. See you then. B: Thank you. See you then.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Reference Instructions The materials you may need are flour, water, meat, vegetables and spices. People usually mix flour and water to make dough and mix meat with vegetables to make fillings. If necessary, you can also put some spices into the fillings. You also need to cut the dough into small pieces and roll the small pieces into flat and round covers. You can put some fillings onto the cover and then squeeze the edges. Now that you’ve made it, you can boil some water and put your Jiaozi into the boiling water. Ten minutes later, you can test whether your Jiaozi is delicious or not.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Possible Steps 1. The materials should be prepared, including flour, water, meat, vegetables and spices. 2. The flour should be mixed with certain amount of water. It will be made into dough. 3. The meat and vegetables should be minced and mixed up. 4. Spices should be put into the mixture which is called the fillings. 5. The dough should be cut into small pieces. 6. The small pieces of dough should be rolled into small flat and round covers.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Possible Steps 7. Certain amount of fillings should be put on the cover. 8. The edges of the cover should be squeezed. 9. Jiaozi should be put into boiling water. And it is said that when they float on the surface of water, they are ready for us to eat.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Dialogue I Warming-up Questions Dialogue Language Point Practice Retelling Outline Role Play Dialogue II Phrases, Sentences and Expressions Dialogue Oral Practice

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Warming-up Questions 1. Have you ever met this kind of situation before? What did you do at that time? 2. A piece of news said in Shanghai a man who has got cancer begged for a seat on the bus, but nobody would help him. What do you think of this? Why people are so cold? 3. Is the society responsible for this phenomenon? What shall we do to improve the situation? 4. Watch the short video and discuss what it tells us.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Warming-up Questions ■

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Dialogue I Dialogue Farewell to Rude Manners A: How do you come to school every day? B: By bike. A: So you’re lucky. You’re not bothered by rude people with their rough behavior. B: I don’t get it. A: I come to school by bus every day and sometimes it turns out to be a terrible experience. I mean a bus ride. If the worst comes to the worst, you may find yourself on an overcrowded bus with no order, and in a near-riot. I’m not exaggerating.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Dialogue I Dialogue B: I see what you mean. I’m sorry for you. A: During the rush hour you have to fight your way in, and fight your way out when you get off. B: How terrible! A: What’s more terrible, you often find yourself among people with no manners. This morning I saw something you wouldn’t believe unless you saw it with your own eyes. B: Yes?

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Dialogue A: At the bus terminal there was a big crowd. Because the bus was a little late, the crowd grew bigger and bigger. When the bus finally arrived, the waiting crowd turned into a charging mob, rushing the door. B: What craziness! A: Then some young guys pushed hard and elbowed their way to the front. They wanted to get on as fast as possible so they could get a seat. A woman carrying a baby lost her balance and fell down in this mad scramble. But those guys still pushed and pressed their way onto the bus, leaving others to take care of her.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Dialogue B: It’s shocking to see young people behave so badly. This is one of the reasons I don’t take buses as a rule. I came across something as dreadful the other day. As it was raining, I didn’t ride my bike and took a bus instead. The bus was very crowded. I saw an old lady standing next to the seats reserved for the old and weak. A: Why didn’t she take a seat then? B: The seats were occupied by two robust young men who totally ignored her presence. It was an elderly man who finally got up and offered her his seat.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Dialogue A: Those young men were too preoccupied with themselves. B: Yes. They have the me-first mentality. A: There’re other forms of rudeness that people unblushingly exhibit in public places, such as spitting and littering. B: I know. The problem is that they don’t seem to care about the public code of conduct.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Dialogue A: Young people have to be told that they should show respect for others before they are respected by others. I really think it’s time we did something and bade farewell to all rude manners. B: I agree. I’m all for developing socialist ethics, and the socialist moral standards ought to be passed down from generation to generation.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Language Point Practice 1. “I see what you mean” 1) A wonders why B always refuses to go on a trip. Finally she understands. 2) A walks whenever she could. B wonders. After A explains, he finally sees the point. 3) A eats sparingly these days. B asks. . . A explains. Sample A: What makes you always refuse to go somewhere with us? B: Well, haven’t you considered the fact that everything costs a lot of money? A: Ah, now I see what you mean.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Language Point Practice 2. “unless” 1) A promises B to act a part in a play, but she has one condition. 2) B asks A to go on a picnic, A says yes, but he will go only under one condition. 3) A promises to. . . for B, but B has to. . . for her. Sample A: All right, I’ll act the part of Jo, but there’s one thing I want to ask of you. B: What? A: I won’t have anything to do with the play unless you let me have my way.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Language Point Practice 3. “ignore” 1) A shares a room with a rude student. He doesn’t know what to do with him. 2) A sees B very upset and asks him / her what the problem is. B explains that his / her motorcycle was taken away by a police officer because he / she paid no attention to the traffic lights when riding last night and got into trouble. 3) A leaves for school and his / her mother reminds him / her of not neglecting his / her homework again.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Language Point Practice Sample A: My roommate is very annoying, especially with his rude manners. I’m thinking of moving out to a new place. B: It’s not easy to find a room in the middle of the semester. I think it’s sometimes best just to ignore rude people.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Retelling Outline A and B are commenting on some unpleasant daily occurrences in public places 1. A tells B about his personal experience at a bus stop one morning. 2. B in turn tells A about what he saw on the bus one day when he did not come to school by bike. 3. A and B talk about what young people should do and should not do.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners bother: v. to cause trouble, worry, or annoyance to (someone) esp. repeatedly or continually, in little ways e. g. : What bothers me most is the fact that he seems to take no interest in his work. I’m sorry to bother you, but can you tell me the time?

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners rough: adj. usu. derogative (esp. of a person or their behavior) showing a lack of gentleness, good manners or consideration and perhaps a readiness to use force or violence e. g. : They complained of rough handling by the police.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners turn out: to happen to be, or be found to be, in the end e. g. : To our surprise the stranger turned out to be an old friend of my mother’s. As it has turned out, there was no need to worry.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners riot: n. a scene of noisy, uncontrolled, often violent behavior by a large disorderly crowd of people e. g. : The sudden increase in the price of bread led to riots in the streets.

Unit 3 Customer’s Nightmare & Complaint fight one’s way cp. : fight / force / push one’s way elbow / shoulder one’s way press / edge one’s way feel one’s way make one’s way Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners terminal: n. a station at the end of a transportation line or at a major junction on a transportation line

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners a charging mob: a noisy crowd who are ready to fight

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners rushing the door: move quickly and forcefully toward the door

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners lose one’s balance: 失去平衡 e. g. : He lost his balance and fell off his bicycle.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners scramble: n. an eager and disorderly struggle e. g. : a mad scramble for the best seats

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners as a rule: as a routine, as something that will frequently be done e. g. : I hate to be late, so I get up very early as a rule.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners come across: to meet, find, or discover, esp. by chance e. g. : She came across some old letters in the course of her search.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners occupy: (usu. passive) to be in (a place) e. g. : The house is no longer occupied.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners the me-first mentality: “老子第一”的思想

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners unblushingly: adj. lacking or exhibiting a lack of shame or embarrassment

Unit 3 Customer’s Nightmare & Complaint code of conduct: 行为准则 Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint socialist ethics: 社会主义道德 Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners I don’t get it. — I don’t understand what you mean.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners I mean a bus ride. — This explains it in the preceding sentence.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners If the worst comes to the worst. — If the worst possible situation actually happens.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Those young men were too preoccupied with themselves. — Those young men were thinking so much of themselves that they were totally unaware of others.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners it’s time we did something and bade farewell to all rude manners — A sentence beginning with It’s time or It’s high time express future wishes and impatience that a course of action is overdue or that something ought to have been done. In such a sentence, the past tense verb is used to refer to the present. This may also be called a subjunctive sentence. Another example: It’s high time you learnt how to use a computer.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners I’m not exaggerating. e. g. : His villa is extremely luxurious. I’m not exaggerating.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners I’m all for developing socialist ethics. e. g. : I’m all for the suggestion that a model be made first to set us an example.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Role Play Two students are talking about rude manners on campus and commenting on these phenomena. Possible rude manners: ● ● Take up seats in classroom, reading room and cafeteria Use cell phones during class Scratch on the desks Not turn off lights or fans when leaving the classroom

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Role Play A: How are your classmates in the university? B: Oh, good! But they are sometimes furious to see so many rude manners on campus. A: Really? What are those? Tell me about it. B: Yes, true. For example, many students like to take up seats in the classroom, reading room and cafeteria. A: Why do they do so? B: I don’t know why. They just occupy the seats and then disappear. A: What a shame! Don’t they feel ashamed of doing that? B: What’s worse, some students use their phones during class. A: Oh, how awful! They just disturb both the teacher and other classmates. B: And there always someone bored to scratch on the desk.

Unit 3 Customer’s Nightmare & Complaint Dialogue I Farewell to Rude Manners Role Play A: Yes, I have seen this phenomenon before. Poems, lyrics, jokes and so on are scratched on the desk surface. Sometimes, there are even answers to questions in exams. How terrible. They set a very bad example to other students. B: And some students leave the classroom without turning off lights and fans. It’s really a waste of power. A: rude manners. B: I agree.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Phrases, Sentences and Expressions How to express not knowing what to do, when to do, how to do, why to do. . . sure about I’m not certain about the way of writing a. . . I suppose it could be. . . Perhaps I might. . . It looks as if I might. . . Perhaps it’s better to. . . It seems I’d better. . . I wonder if I might. . .

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Phrases, Sentences and Expressions How to express bewilderment / uncertainties about the instructions given I’m puzzled baffled by (John’s) instructions. I got confused I don’t know I can’t understand what (John’s) talking about.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Phrases, Sentences and Expressions How to express the speaker’s uncertainty when he tries to elucidate further but finds that he can’t do it As he tries to explain further, (John) gets confused. mixed up.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Phrases, Sentences and Expressions How to express uncertainties in identifying, distinguishing something or someone I can’t tell when the letter was posted. which clerk is more efficient, Jack or Jim. why he is staying in bed.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Phrases, Sentences and Expressions How to express uncertainties in seeing and hearing something or someone I can’t make who is singing in the auditorium. out what is crawling there on the floor.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Dialogue Albert, the careless caretaker, saw a light on in the office one night. He went inside and found the safe had been burgled. The police found all the doors and windows locked. They questioned Albert for several hours. This is part of the interrogation.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Dialogue P: How did you discover the burglary? A: I saw a light on in the office. I was puzzled. I thought I’d turned all the lights off. P: Couldn’t you see anything through the windows? A: No, I couldn’t. The windowpanes are opaque. P: Couldn’t someone have been working late? A: Mm. . . , no, that was not possible. I remembered clearly that. . . that I’d turned off the lights. P: Didn’t you inspect the offices before you locked up?

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Dialogue A: I, uh, I’m not sure about “inspecting” the office. I always “looked round”, though. P: Could somebody have hidden behind one of the cabinets? A: Er. . . , really can’t tell. I might have overlooked some corners. P: Are you certain that you had only overlooked some corners? A: Mm. . . , it’s hard for me to say, sir. Well, you see, it’s routine work to me, so I might have. . .

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Dialogue P: What? Now, what exactly is your routine work? A: Well, turn off the lights, close the windows and lock the doors, and, oh yes, see that nobody’s locked in! P: So you seem to know your duty. Then how come the safe was burgled and the doors and windows were locked fast? A: I’m as baffled as you are, sir. To tell you the truth, I never thought of looking behind the cabinets. The people working late never go behind there.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Dialogue A: They sit behind their desks, and they walk to and from the cabinets! I’ve done my duty! P: Are you sure that your boss will think in the same way you do? A: Well, how can I tell? You’ve got me all mixed up! I’m absolutely confused by your questioning!

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners I, uh, I’m not sure about “inspecting” the office. I always “looked round”, though. — Inspect and look round in this context really mean the same thing, but inspect is formal and high-sounding, whereas look round is informal and casual. Do you know why policeman says inspect but Albert says look round?

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Then how come the safe was burgled and the doors and windows were locked fast? — Then why was it the fact that the safe was stolen and the doors and windows were locked firmly?

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners You’ve got me all mixed up. I’m absolutely confused by your questioning. — Of the two sentences here, the second one explains the first.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners caretaker: n. person paid to take care of a building during the owner’s absence

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners safe: n. a metal container usually having a lock, used for storing valuables

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners windowpane: n. a piece of glass in a window

Unit 3 Customer’s Nightmare & Complaint opaque: adj. not transparent by light Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners overlook: v. to fail to notice e. g. : Susan couldn’t find her purse. She might have overlooked some corners.

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Oral Practice Work in pairs, take it in turns to inquire and respond to the following topics, using the expressions learned. 1. You try to recall what happened last Monday. 2. You received a birthday greeting card signed “from Amelia”. You have no idea who she is. 3. Two friends are discussing a photo of the famous building of the city. They try to identify the exact location. 4. You were told that some lady had called on you. The description given was very general. You try to make out who she is. Sample

Unit 3 Customer’s Nightmare & Complaint Dialogue II Farewell to Rude Manners Oral Practice A: Honey, what did you do last Monday? B: Er. . . Monday… let me see, I, er…worked in my office. A: Are you sure? Why have I heard something about you out of your office? B: Oh, let me think about it, honey. Er…I just went out to send a confidential document on that day. A: Really? Didn’t you go out with a woman? Tell me the truth! B: Er…a woman? I got totally puzzled by your trial, dear.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Dialogue II Oral Practice A: Be honest … B: Oh, I remember that. On my way to the post office, a car accident happened and a woman got hurt. I helped her and took her to the hospital. Thank God she was all right. A: Really? Why didn’t you tell me about it? B: It seems that someone has already told you about it. Right? A: Oh, I’m sorry, honey. It’s my fault. I apologize. OK? B: Er…depends on how you make up for it. A: OK, OK…cookies are ready to serve.

Unit 3 Customer’s Nightmare & Complaint Reading I Pre-reading Questions Background Knowledge Text Comprehension Questions Text Analysis Reading II Pre-reading Questions Text Comprehension Questions Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Pre-reading Questions 1. Do you like shopping? 2. What do you usually buy when you go shopping? 3. Do you have any unpleasant shopping experience? If you do, say something about it. 4. How do you feel about the attitude of the shop assistants in the city you live?

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Background Knowledge Shoplifting is a common crime that occurs when someone steals merchandise offered for sale from a retail store. Shoplifting from retail stores costs merchants an estimated loss of 13 billion dollars per year. To be convicted of shoplifting, one must “intend” to permanently deprive the merchant of the value of the merchandise. Merchants are often confused about the procedures for lawfully detaining someone suspected of theft from their store. To establish a solid base for probable causes, and prevent false arrest claims, there are six universally accepted steps that a merchant should follow before detaining someone suspected of shoplifting:

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Background Knowledge 1. You must see the shoplifter approach your merchandise. 2. You must see the shoplifter select your merchandise. 3. You must see the shoplifter conceal, carry away or convert your merchandise. 4. You must maintain continuous observation of the shoplifter. 5. You must see the shoplifter fail to pay for the merchandise. 6. You must approach the shoplifter outside of the store.

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Background Knowledge Retail loss prevention is a profession that is responsible for reducing inventory losses inside retail stores. Loss prevention professionals manage in-store security programs that focus on reducing inventory losses due to employee theft, shoplifting, fraud, vendor theft, and accounting errors. Like others in the security industry, retail loss prevention professionals must interact with store personnel and store customers when dishonesty or carelessness occurs. As you can imagine, accusing someone of dishonesty or carelessness is not a small matter and must be done with the utmost care and professionalism.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Reading I Text A Shopper’s Nightmare The jumper I had been given for my birthday was too small for me, and one day while showing some friends around London, I thought it would be sensible to dash into the large department store where it had been bought and exchange it for a larger one. I told my friends to wait in the car and rushed into the store. The girl I spoke to at the counter was extremely helpful but unfortunately they had no others in my size, so I left with the original gift after putting it and the receipt for it back in my bag. I dashed out of the store to rejoin my friends, who were still waiting in the car. “Excuse me. Stop right there! You’d better come with us!”

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Reading I Text Suddenly, my arms were grabbed viciously by a stern, bearded man and a surprisingly similar woman. They refused to tell me who they were or what I was accused of. I demanded to know what I had done wrong, but this was met with silence as they marched me through a side entrance to the store and to a small room upstairs. I had always assumed that a receipt would be enough to prove a shopper’s innocence in such a case. But when I showed them mine, they looked at me as if I were trying to get away with a particularly cunning trick. “How do we know that’s really your receipt? ” The next person I spoke to was their boss, who came in a few minutes later.

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Text When I explained to him what had happened, he seemed totally uninterested. By now, I was furious and upset but I continued to protest that I was innocent and that I was not a shoplifter. Eventually, and with great reluctance, the two detectives and their boss left to find the shop assistant I had spoken to before. When the manager arrived a little later, begging forgiveness, it was naturally rather satisfying. But even the most enjoyable visions of managers on their hands and knees and sacked store detectives couldn’t really comfort me. Their sudden, ruthless behavior and their rudeness and insensitivity had left me badly shaken, and I dread to think what would have happened if I had a less clear-cut case or had been in a more fragile state.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners this was met with silence — this in the sentence refers to the author’s question “what I had done wrong”, and no body answered my question.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners jumper: (British English) a woolen sweater that does not open at the front. It may also be called a pullover. A sweater that is fastened up the front with buttons or a zip / zipper is called a cardigan. A turtleneck / polo neck sweater is one with a high, close-fitting collar.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners show sb. around: to be a guide to (someone) on a first visit to (a place) e. g. : Before you start work, I’ll show you around the building so that you can meet everyone.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners receipt: n. a written statement that one has received money (or sometimes goods)

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners grab: v. take hold of (a person or thing) with sudden rough movement, esp. for a bad or selfish purpose e. g. : He grabbed the money and ran off.

Unit 3 Customer’s Nightmare & Complaint viciously: adv. violently or rudely Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners stern: adj. showing firmness and severity

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners be accused of: be charged with doing wrong or breaking the law e. g. : He is accused of murder.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners march: v. to force to go, esp. on foot e. g. : The police marched him off to prison.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners assume: to believe (something) to be true without actually having proof that it is; suppose e. g. : We can’t assume her guilt. If he’s not here in five minutes, we’ll assume (that) he isn’t coming.

Unit 3 Customer’s Nightmare & Complaint furious: adj. extremely angry Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners shoplifter: a person who steals things from a shop while posing as a customer

Unit 3 Customer’s Nightmare & Complaint reluctance: n. unwillingness Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners sacked store detectives: store detectives who are sacked / dismissed from their jobs

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners ruthless: adj. having no compassion or pity; merciless

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners insensitivity: n. the state of being unaware of or unsympathetic to other people’s feelings

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners dread to: to feel very anxious and unhappy about e. g. : I dread to think what will happen if she finds out.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners a less clear-out case: a case not so easy to make clear

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners fragile: adj. lacking physical or emotional strength; delicate

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Comprehension Questions 1. Where was the birthday gift bought? It was bought in a big department store. 2. What was the problem with the jumper? It was too small for the author. 3. Why did the author go to London with her friends? The author intended to show her friends around London. 4. What happened when the author left the store? She was grabbed viciously by two detectives.

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Comprehension Questions 5. What was the author accused of? The two detectives refused to tell the author what she was accused of. Later the author got to know that she was considered as a shoplifter. 6. How did the author prove that she was innocent? She showed her receipt. 7. What would have happened to the author had it not been a clear-cut case? She would be regarded as a shoplifter. 8. What was it that the author was most unhappy about this store? The author was furious at their rudeness and insensitivity.

Unit 3 Customer’s Nightmare & Complaint Reading I Farewell to Rude Manners Text Analysis 1. What type of writing does the text above belong to? This is a narration. 2. What are the features of the narration according to the text? (1) It’s a first-person narration. (2) The events are presented in a chronological order.

Unit 3 Customer’s Nightmare & Complaint Reading II Farewell to Rude Manners Pre-reading Questions 1. Do you have any unpleasant experience when others should provide service to you? For example, when you are consulting a government official about something, he or she seems to totally ignore you; or when you are having meals in a restaurant, the waiters / waitresses seem to be unhelpful at all. What can you do in this case?

Unit 3 Customer’s Nightmare & Complaint Reading Farewell to Rude Manners Pre-reading Questions 2. If you will complain, where and who can you go to? 3. Which is more efficient, to write a letter of complaint or to ask for media’s help?

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Reading II Text A Letter of Complaint 14 Shakespeare Drive, Solihull, West Midlands. 31 st July, 1986 The Manager, The Falstaff Restaurant, Oxford Avenue, Stratford-upon-Avon, Warwickshire. Dear Sir, I am writing to make a strong complaint about the impolite treatment my guests, my wife and I received when we visited your restaurant last Friday evening.

Unit 3 Customer’s Nightmare & Complaint Reading II Farewell to Rude Manners Text On booking a table for four by telephone on Wednesday we were assured that there would be ample room for us despite the fact that you had only been open for a few days and were already heavily booked. We appreciate that there must be great demand for restaurant meals at this time of the year in such a popular and historic area but we were not expecting such an ill-mannered reception on the part of your head waiter. Our American guests are currently touring the “Shakespeare country” and were looking forward to a traditional English dinner in such a charming, picturesque setting. Our hopes for an enjoyable evening out were immediately ruined when your head waiter informed us that he had received no booking in our name and, consequently, no table was reserved for our party. My wife and I protested at this and asked to speak to the Manager, who, we were told, was unavailable.

Unit 3 Customer’s Nightmare & Complaint Reading II Farewell to Rude Manners Text Your staff then offered us a table which we all had to share with another couple and no effort was made to smooth over the unpleasantness we had experienced. We also had to wait some considerable time before the menu was brought to us and our order taken. I trust you will give this complaint your prompt attention as the whole embarrassing incident was a great disappointment to our guests and sets a very bad example of English hospitality. Yours faithfully, Mr. E. M. James

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners West Midlands — a metropolitan county of west-central England

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Stratford-upon-Avon — a municipal borough in Warwickshire, England, on the west bank of the Avon River, 146 kilometers northwest of London. It is famous as the birthplace and residence of William Shakespeare. It is one of the most popular tourist spots in England.

Unit 3 Customer’s Nightmare & Complaint appreciate: v. understand fully Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners was unavailable: was not there for us to speak to

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners smooth over the unpleasantness: make the unpleasantness less offensive / annoying

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners our order taken: our order, i. e. , request for food, was taken

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners My wife and I protested at this and asked to speak to the Manager. protest: a. vi. (about, against, at) to say or show publicly that you object to something e. g. : The footballers all protested bitterly to the referee about his decision. There was a large crowd in the square, protesting against the war. b. vt. to state very firmly that something is true, esp. when other people do not believe you e. g. : She protested her innocence.

Unit 3 Customer’s Nightmare & Complaint Reading II Farewell to Rude Manners Comprehension Questions 1. On what occasion will a person write a letter of complaint? A letter of complaint is written when a person does not receive the service he / she should have, but the service provider does nothing to help. 2. What did Mr. E. M. James complain about in his letter to the Manager of the Falstaff Restaurant? Mr. E. M. James wrote to complain the impolite treatment his guests, his wife and he himself had received when they visited the restaurant last Friday evening. 3. What did Mr. James expect the Manager to do concerning his complaint? He expected the manager to give prompt attention to the incident he had experienced.

Unit 3 Customer’s Nightmare & Complaint Reading II Farewell to Rude Manners Comprehension Questions 4. How can we organize an efficient letter of complaint? You can refer to a format.

Unit 3 Customer’s Nightmare & Complaint Exercises Vocabulary Work Spot Dictation Translation Guided Writing Note Writing Additional Reading Exercise Farewell to Rude Manners

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work A. Fill in each blank with a word beginning with the letter printed below. In the past Britain was famous for fog. The typical p icture of ____ __ ___ London was a f oggy November morning. Nowadays, though, f og does ______ _ not seem so c ommon. Of course it still occurs, especially i n winter, but __ __ __ it is n ow thought of as rather rare. In f act the big problem w ith British _______ _ weather is that e verything comes as a surprise. People think that i t is ____ never very hot in B ritain so they don’t p ut air-conditioning in their __ _ ___ buildings. Then we get a fine w eek in summer, nobody can d o ___ any work. Similarly, n obody thinks it is ever r eally cold, so many _____ ___ _ houses do not h ave central heating. So in winter, i f there is a cold s eek ___ , pell everybody shivers and c pneumonia. More than one w without atches _____ ore ___ rain causes a drought. M than 1 cm. o snow paralyses f _

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work the entire country. If you set o ff on a day’s journey in s unshine you are ______ _ likely to arrive i n a rainstorm. If you decide to g o sunbathing, don’t _ _ ___ forget to t ake an umbrella.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work B. Fill in each blank with the proper form of the given verb. ______ London has had (have) underground railways since 1863. The ___ early lines were worked by steam locomotives and ran (run) just below the surface. They were built (build) by the “cut-and-cover” method. A ______ big trench was cut (cut) in the ground and covered (cover) over ______ afterwards. The first deep line was not built (not build) until 1890. All _____ systems are (be) now electric. __ An underground train can start and stop quickly. This helps (help) ____ it to go swiftly between stations. The carriages are (be) often rounded so ___ that they fit (fit) snugly into the tunnels. They have (have) sliding doors ____ ____ that open (open) and close (close) automatically. They have (have) both sitting and standing room, so that each train can take as many passengers as possible. The electric motors driving the wheels

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work are located (locate) beneath the passenger carriages. Electric power ____ comes (come) from a third rail alongside the track or from an overhead _____ wire.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work C. Fill in each blank with a word or phrase in the proper form that is found in Reading I. 1. No sensible people will ever do such a stupid thing as crying over ______ spilt milk. 2. Millions of Jewish people suffered from the increasingly ruthless ______ persecution in Nazi Germany. 3. Jason’s mother was so furious at his rude words that she couldn’t ______ help trembling. _____ 4. Plastic lenses are cheaper, lighter, and less fragile than the glass ones. 5. In some countries where laws are not enforced properly, many criminals simply get away with what they do illegally. _____

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work 6. Being a bitterly quarrelsome man, he attacked his literary _______ contemporaries viciously and often without reasons. ____ 7. Under their stern discipline, the Spartans became a race of resolute warriors, full of self-sacrificing spirit. 8. Audrey Hepburn, a British actress of Anglo-Dutch descent, often ______ played innocent , childlike characters in films. 9. The 1990 controversy over Thatcher’s tax policy and over her reluctance to commit Great Britain to full economic integration with _______ Europe gave rise to a strong challenge to her leadership. _______ 10. Legally speaking, an accused person has the right to ask for a defending lawyer to represent himself in court during a trial.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Vocabulary Work D. The words listed below are names of parts of the body. Use each of these as a verb in a sentence. back elbow head shoulder thumb hand Example: Betty faced one of the most difficult problems she had ever met in her life with great courage. 1. ___________________________ 2. ___________________________ 3. ___________________________ 4. ___________________________ 5. ___________________________ 6. ___________________________

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Spot Dictation Listen to the recording and fill in the blanks with the missing words. ____ While I was shopping in a large department store, I stopped in the ____ book department. I spent at least 30 minutes there because I was looking for a number of books which I wanted to give to people as ______ presents pile ______ ___. I found quite a few of them so I put them in a beside me. I was standing there and reading the books , choosing some and putting quietly _____ pushed _____ back ____ some others , when an elderly lady came up to me, a book take ___ ahead ____, at me and said, “I’ll this. ” I replied to her, “Go ______ madam, but you had better pay for it first. ” Then I realized that because I was standing by a great pile of books, she thought I was a shop assistant. ____ I was starting to explain when she interrupted me and complained about _____ the service in the shop. I said nothing and walked away. _____

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Translation A. Translate the following sentences into English. 1. 特技演员的惊险(breathtaking)表演使得观众惊恐万分。 (leave) stuntman’s breathtaking performance left the audience The panic stricken. 2. 由于他的健康越来越差，我想现在该是他去掉吸烟恶习的时候了。(it is time. . . ) Since his health is deteriorating, I think that it is time he got out of the bad habit of smoking. 3. 当Bill全神贯注地做他的实验时，他全然不知周围发生的事情。 (be preoccupied) When Bill is preoccupied with his experiment, he has no idea of what is going on around him.

Unit 3 Customer’s Nightmare & Complaint Farewell to Rude Manners Exercises Translation 4. Tom 提议用他的这张邮票换John的那本书，但是John拒绝了。 (exchange) Tom proposed to exchange this stamp of his for that book of John’s, but John refused. 5. 他指控他的邻居晚上唱片放得太响了。(accuse) He accused his neighbor of playing the records too loudly at night. 6. 他并不是你所认为的那种笨蛋。 (assume) He is not such a fool as you assume him to be.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Translation B．Translate the following passages into English. 在许多场合，我们可以听到人们说男子比女子强，这是大男子主义 (male chauvinism)的一个表现 (manifestation)。确实，在大多数领域，男子做得比女子好，但这不是女子的过错。旧的传统观念使妇女不能享受同男人一样的机会，这同这一问题有很大的关系。 On many occasions we may hear people say that men are superior to women. Actually this is a manifestation of male chauvinism. True, men are doing better than women in most fields, but this is not women’s fault. The age-old traditions which prevent women from enjoying equal opportunities with men have a lot to do with the problem.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Translation 还有一种不明显的偏见，那就是根深蒂固的 (deep-rooted) 女子无才便是德的偏见 (see ignorance as a woman’s virtue)。当然，不可否认这样的事实：五十年来，我国妇女的地位有了很大的提高。一个经常拖妇女后腿的主要障碍是由社会偏见引起的胆小，它使妇女做不成任何有意义之事。 There is yet another form of invisible discrimination. That is the deep-rooted prejudice that sees ignorance as a woman’s virtue. But of course it is true that in our country women’s status has been greatly raised in the past fifty years. A main obstacle that often holds women back is fear, which results from social prejudice. Fear keeps women from doing anything significant.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Translation 为了打破世俗观念，妇女们应该坚持这样的信念，即：女子能够赶上男子、超过男子。这个信念能使女子树立信心，克服恐惧心理，彻底动摇 (shatter) 男子比女子强的神秘观念(myth)。 To root out the conventional prejudices, women should hold to the belief that they can catch up with and surpass men. This belief will build up women’s confidence, overcome their fear, and shatter the myth that men are superior to women.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Guided Writing A. Fill in the blanks with words or phrases that bring out the writer’s attitude to what he is saying. Work in groups of two or three, choose the most appropriate words or phrases from the ones given below. Not long ago, there was a discussion in the evening newspaper _____ concerning supermarket thefts. (1) Of course , many readers participated in the discussion as nowadays we depend much on the supermarkets for _______ our daily subsistence. (2) To my surprise , a “lifter” also offered his ____ view on this social issue. He said that (3) honestly it had not occurred 1. a. With certainly 2. a. To be surprising 3. a. sincerely b. Of course b. To surprise me. b. to be frank c. Really c. To my surprise c. honestly

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Guided Writing to him to steal anything, but once he was surrounded by the alluring merchandise placed on the stacks along the aisles, the temptation was _____ (4) truly too great for him to resist. It was only (5) natural for him to _______ remove the desired article on display, slip it into his pocket, and walk _____ breezily past the check-out counter. (6) Admittedly it was stealing, but it was not his fault, he was simply “tempted” into getting something beyond his means. My! Have you ever heard of a more nonsensical point of view than this? 4. a. personally 5. a. certain 6. a. Admittedly b. admittedly b. natural b. Properly c. truly c. obvious c. Clearly

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Guided Writing B. Fill in each blank with one of the above words and phrases to bring out the writer’s attitude. _______ 1. She looked puzzled. It was obvious she didn’t understand. _____ 2. Admittedly you’re right, though I still don’t see your point. _______ 3. She speaks English fluently. To my surprise , she is only a first-year student. _____ 4. To be frank , your lecture was not well delivered. ______ 5. “You want me to recite the whole passage? Really it’s too much. ”

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Guided Writing C. In the following paragraph, some words and phrases are missing. Choose the most appropriate listed on SB 3. 9 to fill in the blanks. It is the general practice in the supermarkets in Shanghai for people to leave their handbags at the entrance before they are allowed to enter _______ the market proper. It is obvious this is a precaution on the part of the management against theft. But, to the general customers as a whole, this _____ is truly a nuisance. Admittedly , this is one measure to prevent shoplifters to steal the merchandise to their heart’s desire. However, the management should see to it that the matter is handled carefully. I have the misfortune to have experienced something unpleasant. Having

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Guided Writing ___ finished my shopping and checked out, I went to get my bag. To my surprise, I was told that my bag was nowhere to be found. It was then that I realized how important was the tiny plastic chip, which, at that very ______ moment, was clearly an indication of my having left my bag with them. ____ However, they did not find my bag, chip or no chip. Honestly , I did not _____ quite mind the loss of my bag and its contents, which did not really come up to much. What I detest was the bickering with the management as to how to settle the case. Now, whenever I go shopping in a supermarket, which has become a must to me, I always go there without any bags whatsoever.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Note Writing The following sentences go together to form a note accepting an invitation. Working in groups of two or three, put them in the right order. Add linking words where necessary.

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Note Writing 16 March, 20__ Dear Rebecca, 1. I’m a little surprised that you seem quite happy with your new house. 2. I’d be only too glad to come and see for myself. 3. You can count on me to be punctual. 4. Thank you for asking me to come to your house-warming party. 5. Looking forward to seeing you. 6. Do you want me to come earlier to help? 7. I have long heard that you’ve moved to the suburbs, away from all kinds of conveniences. 8. You’re quite a green hand at housekeeping, as is known to all. Love, Kate

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Note Writing Reference version: 16 March, 20__ Dear Rebecca, Thank you for asking me to come to your house-warming party. I have long heard that you’ve moved to the suburbs, away from all kinds of conveniences. I’m a little surprised that you seem quite happy with your new house. I’d be only too glad to come and see for myself. You can count on me to be punctual. You’re quite a green hand at housekeeping, as is known to all. Do you want me to come earlier to help? Looking forward to seeing you. Love, Kate

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Note Writing 1 March, 20__ Dear Peiming, 1. You know, I have always been interested in folklores of various peoples. 2. I’m sure I can learn a lot from this lecture. 3. I heard Dr. Burns is a specialist on India. 4. Again, my gratitude. 5. Thank you very much for asking me to attend a lecture on Indian folklore. 6. Exotic stories, wise sayings, social customs, folk songs and dances, etc. , are always fascinating to me. Lingyan

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Note Writing Reference version: 1 March, 20__ Dear Peiming, Thank you very much for asking me to attend a lecture on Indian folklore. You know, I have always been interested in folklores of various peoples. Exotic stories, wise sayings, social customs, folk songs and dances, etc. , are always fascinating to me. I heard Dr. Burns is a specialist on India. I’m sure I can learn a lot from this lecture. Again, my gratitude. Lingyan

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Additional Reading Exercise 1. Please judge whether the following statements are True or False according to the passage you’ve read just now. Write T for True and F for False. F 1. The author of the story is a policeman because he has a gun. __ T 2. Jasmine is the pet of Anne’s sister and brother-in-law’s. __ 3. The author had found some messages on the phone answering machine F in the apartment. __ F 4. Bill has a habit of taking drugs. __ 5. The author was in a blank about the sudden disappearing of Bill and T Sarah. __

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Additional Reading Exercise 6. Anne was very disappointed when she was told that no cues can be F found in her sister’s apartment. __ 7. The telephone in the apartment rang when Anne and the author were F about to leave. __ 8. After she had answered the telephone, Anne’s facial expression F changed because of horror. __

Unit 3 Customer’s Nightmare & Complaint Exercises Farewell to Rude Manners Open Discussion Can you imagine what happened to Bill and Sarah? Make the story go on according to your imagination.