新編劍橋商務(wù)英語初級第4單元TPI 課件

1、新編劍橋商務(wù)英語學(xué)生用書 （初級） （第三版） SUCCESS WITH BEC PRELIMINARY ContentsnSection AnSection BnSection C4.1 Business Topic: International business_4.2 Business Skills: Business Communications4.3Exam Spotlight:Speaking Test4.1 READING - International business 4.1 LISTENING-Views on import controls 4.1 SPEAKING- I

2、mported goods4.1 GRAMMAR- can, could and should4.1 READING- Business2Business1. import1. importimp:t,imp:t2 2. exportiksp:t,eks-,eksp:t3 3. . competitorcompetitorkmpetit4. wholesaler4. wholesaler5. warehouse5. warehouse6. 6. audio productaudio product7. ban 7. ban 8. 8. fashion industry crisisfashio

3、n industry crisis9 9. commissioner. commissionerkmin進(jìn)口進(jìn)口出口出口競爭對手競爭對手批發(fā)商批發(fā)商倉庫倉庫音響產(chǎn)品音響產(chǎn)品禁止禁止服裝行業(yè)危機(jī)服裝行業(yè)危機(jī)委員委員; ;委托人委托人; ;( (政府部門政府部門等的等的) ) 重要官員重要官員 Useful Words and Expressions 10. 10. spokeswomanspokeswoman11 11. . huge losses12. 12. resignresign13. garment 13. garment 14. clothing blockade14. clothi

4、ng blockadeblkeid15. 15. in favourin favour of of16. disastrous16. disastrousdiz:strs17. import control17. import control18. 18. import quotas import quotas kwtz女發(fā)言人女發(fā)言人巨大損失巨大損失辭職辭職服裝服裝服裝封鎖服裝封鎖支持、贊成支持、贊成損失慘重的、災(zāi)難性的損失慘重的、災(zāi)難性的進(jìn)口控制進(jìn)口控制進(jìn)口配額進(jìn)口配額Useful Words and Expressions promisecompromise kmprmaiz2020.

5、. stock exchange2121. . appeal to sb.appeal to sb.22. available 22. available 23. Rotterdam23. Rotterdamrtdm;,r:trd:m妥協(xié)妥協(xié),折衷折衷證券交易所，證券交易證券交易所，證券交易對對有吸引力有吸引力有空的，能得到的有空的，能得到的鹿特丹鹿特丹Useful Words and Expressions READINGInternational business1.Can you name ten classroom objects? What are they?Classroom ob

6、jects2 Where was each thing made? How many were imported? projector 投影儀投影儀 laptop 筆記本電腦筆記本電腦 screen 屏幕屏幕 loudspeaker 擴(kuò)音器擴(kuò)音器 microphone 麥克風(fēng)麥克風(fēng) DVD player DVD影碟機(jī)影碟機(jī) electronic board 電子板電子板 recorder 錄音機(jī)錄音機(jī) platform 講臺講臺 whiteboard 白板白板record player 錄音機(jī)錄音機(jī)P36 EU是是European Union的縮寫，由歐洲共同體的縮寫，由歐洲共同體 （Euro

7、pean communities） 發(fā)展而來，發(fā)展而來， 是一個集政治是一個集政治實(shí)體和經(jīng)濟(jì)實(shí)體于一身、在世界上具有重要影響的區(qū)域?qū)嶓w和經(jīng)濟(jì)實(shí)體于一身、在世界上具有重要影響的區(qū)域一體化組織。一體化組織。1991年年12月，歐洲共同體馬斯特里赫特月，歐洲共同體馬斯特里赫特首腦會議通過首腦會議通過歐洲聯(lián)盟條約歐洲聯(lián)盟條約，通稱，通稱馬斯特里赫特馬斯特里赫特條約條約（簡稱（簡稱馬約馬約）。）。1993年年11月月1日，日，馬約馬約正式生效，歐共體更名為歐盟，歐盟正式誕生?？偛吭O(shè)正式生效，歐共體更名為歐盟，歐盟正式誕生。總部設(shè)在比利時首都布魯塞爾在比利時首都布魯塞爾, 共共27個成員國。個成員國。歐洲

8、聯(lián)盟（歐洲聯(lián)盟（EU）歐盟的主要組織機(jī)構(gòu)有：歐盟的主要組織機(jī)構(gòu)有： -歐洲理事會歐洲理事會 (European Council)， -歐盟理事會（歐盟各國部長理事會，歐盟理事會（歐盟各國部長理事會， Council of European Union） -歐盟委員會歐盟委員會 (Commission of European Union) -歐洲議會歐洲議會 (European Parliament) 歐洲聯(lián)盟（歐洲聯(lián)盟（EU）Holland is a name in common usage given to a region in the western part of the Nether

9、lands. The term Holland is frequently used to refer to the whole of the Netherlands. The capital is Amsterdam. And, Rotterdam, is the home of Europes largest port. HollandMap of HollandNorth SeaRotterdamBelgiumGermanyRotterdamRotterdam a city and municipality in the Dutch province of South Holland,

10、situated in the west of the Netherlands. It is the second largest city in the country, with a population of 603,425 as of March 2010. It is one of the Europes largest ports. n2.WhatisChristmasseason?n圣誕季節(jié)通常指從12月初到第二年的元月6號這段時間，商家會利用這段時間進(jìn)行商品促銷活動，相當(dāng)于我國的傳統(tǒng)節(jié)日春節(jié)。producer 生產(chǎn)商生產(chǎn)商 customer 顧客顧客 warehouse 倉庫倉

11、庫competitor 競爭對手競爭對手port 港口港口wholesaler 批發(fā)商批發(fā)商retailer 零售商零售商consumer 消費(fèi)者消費(fèi)者customs 海關(guān)海關(guān) clothing 服裝服裝clothing /clothes/ cloth不可數(shù)，意思是不可數(shù)，意思是 “衣服的總稱衣服的總稱”。常譯為。常譯為 “服裝服裝”，但比，但比clothes更正式。更正式。如：如：They wear much clothing here in Melbourne.Food and clothing are of great importance to our life.clothing 服裝

12、服裝clothing /clothes/ clothclothing 常用的表達(dá)有：常用的表達(dá)有：一件衣服一件衣服 an article/a piece of clothing冬裝冬裝 winter clothing夏裝夏裝 summer clothing防護(hù)服防護(hù)服 protective clothing專用工作服專用工作服 special clothing如：如：I have to wash many clothes every day.If you want to attend the party, youd better change into formal clothes.cloth

13、es 衣服、衣物衣服、衣物復(fù)數(shù)名詞復(fù)數(shù)名詞(無單數(shù)形式無單數(shù)形式)，謂語動詞用復(fù)數(shù)。意義與，謂語動詞用復(fù)數(shù)。意義與clothing相近，但意義比較具體。其前不可加不定相近，但意義比較具體。其前不可加不定冠詞，也不可加數(shù)詞，但可用冠詞，也不可加數(shù)詞，但可用 some，these，those， many，few 等詞修飾。等詞修飾。如：如：Mother bought some cloth to make us new dresses for our birthday.cloth 布布 a）表示）表示 “布布”、“衣料衣料”，是不可數(shù)名，是不可數(shù)名詞。詞。b）表示用作某種特殊用途的布）表示用作某種特

14、殊用途的布(桌布，臺布等桌布，臺布等)。如：如：I need a piece of cloth to clean the table.H&M: 全球時裝零售連鎖巨頭，來自瑞典的連鎖服全球時裝零售連鎖巨頭，來自瑞典的連鎖服飾店飾店Hennes & Mauritz的縮寫。公司成立于的縮寫。公司成立于1947年，總部設(shè)在斯德哥爾摩，創(chuàng)辦人是現(xiàn)任董事長史年，總部設(shè)在斯德哥爾摩，創(chuàng)辦人是現(xiàn)任董事長史蒂芬蒂芬皮爾森皮爾森(Stefan Persson)的父親。的父親。H&M是歐是歐洲最大的服飾零售商洲最大的服飾零售商,其官方網(wǎng)站為其官方網(wǎng)站為http:/。Fashion indus

15、try crisis after EU import ban (page36)相關(guān)服裝品牌相關(guān)服裝品牌Zara：成立于：成立于1975年，通過快速地推出時尚又價(jià)格年，通過快速地推出時尚又價(jià)格親和的服裝，目前已經(jīng)成為全球排名第三、西班牙親和的服裝，目前已經(jīng)成為全球排名第三、西班牙排名第一的服裝零售商。在全球排名第一的服裝零售商。在全球56個國家，個國家，Zara擁擁有超過兩千家以上的服裝連鎖店。然而，擁有如此有超過兩千家以上的服裝連鎖店。然而，擁有如此龐大的零售系統(tǒng)，卻能夠保證從商品設(shè)計(jì)、試做、龐大的零售系統(tǒng)，卻能夠保證從商品設(shè)計(jì)、試做、生產(chǎn)到店面銷售，平均只花費(fèi)三周時間的生產(chǎn)到店面銷售，平均只

16、花費(fèi)三周時間的“極速供極速供應(yīng)鏈應(yīng)鏈”，這稱得上是時尚產(chǎn)業(yè)的，這稱得上是時尚產(chǎn)業(yè)的“奇跡奇跡”，其官方網(wǎng)，其官方網(wǎng)站為站為http:/。Fashion industry crisis after EU import ban (page36)相關(guān)服裝品牌相關(guān)服裝品牌C&A: 著名連鎖平價(jià)時裝零售品牌著名連鎖平價(jià)時裝零售品牌C&A公司公司于于1841年在荷蘭成立。至年在荷蘭成立。至2007年底，年底，C&A的零售業(yè)務(wù)橫跨整個歐洲、拉丁美洲和中國，的零售業(yè)務(wù)橫跨整個歐洲、拉丁美洲和中國，遍及全球遍及全球20個國家，擁有超過個國家，擁有超過1400家專賣家專賣店，并店，并將持續(xù)

17、擴(kuò)張將持續(xù)擴(kuò)張。其。其官方網(wǎng)站為官方網(wǎng)站為http:/www.c-and-。Fashion industry crisis after EU import ban (page36)相關(guān)服裝品牌相關(guān)服裝品牌Key Points在該文中意思是在該文中意思是“被困住被困住”。stuck 是是 stick的過去分詞。的過去分詞。如：如：I was stuck in the traffic in London. The little girl has been stuck in the elevator for 3 hours. be（get） stuck：常見的搭配有常見的搭配有at a loss虧損

18、，虧損，如：如：sold the merchandise at a loss賠本賣出貨物賠本賣出貨物stand the loss承受損失承受損失suffer losses遭受損失等遭受損失等huge losses 巨大損失巨大損失Key Points 結(jié)合上下文，原本由中國出口的服裝被扣結(jié)合上下文，原本由中國出口的服裝被扣 在歐盟各倉庫中；因此該詞組可譯為在歐盟各倉庫中；因此該詞組可譯為 “放行這些貨物放行這些貨物”。release還有還有”上映：為了演出、出售上映：為了演出、出售、出版或分發(fā)而發(fā)行出版或分發(fā)而發(fā)行“的意思的意思。如：如： release a film/ record/book

19、發(fā)發(fā)行一部電影、唱片、書籍行一部電影、唱片、書籍release these goodsKey Points如：如：We are in favour of his marketing plan.Key Pointsbe in favour of 贊同、支持贊同、支持be in favour of 還有其他兩種含義還有其他兩種含義 “有利于有利于”以及以及“以以為受款人為受款人”如：如：The judgement is in favour of their rival. They received an anonymous check in favour of their father. rest

20、riction意為“限制，約束，限定”，后常加介詞on，表示“對的限制”。如如：The government placed restrictions on the freedom of news. 政府限制新聞的自由。import restrictions 進(jìn)口限制進(jìn)口限制Key Pointsflood 用作動詞，含有比喻意義，表示用作動詞，含有比喻意義，表示“充充斥：以豐富或過多的東西充滿斥：以豐富或過多的東西充滿”。如：如： Cheap foreign goods are flooding the market.flood the market 像洪水般充斥市場像洪水般充斥市場Key Po

21、intsTextStructureAnalysisTopicsentenceThe Fashion industry in Europe is facing its biggest crisis in recent history.CausesThe introduction of import controls in June by the European Trade CommissionerEffects1. many small companies are suffering 2. some European countries are in favour of the import

22、restrictions.3. Mr. Mandelson is in dilemma (a difficult position).LISTENINGViews on import controls 8. Listen to the radio news item and decide whether each Of the two speakers is for or against the import controls. (Page 37)該新聞報(bào)道中有三人發(fā)言，其中一人為主持人，該新聞報(bào)道中有三人發(fā)言，其中一人為主持人，另二人分別為若奧和達(dá)格瑪。另二人分別為若奧和達(dá)格瑪。1.答題信息

23、在若奧的發(fā)言中的第二句答題信息在若奧的發(fā)言中的第二句“The European Union should protect European industry”以及他的最后總結(jié)以及他的最后總結(jié)“Stop the Chinese imports，support European producers”。因此該發(fā)言者若奧對進(jìn)口控制。因此該發(fā)言者若奧對進(jìn)口控制持支持態(tài)度。持支持態(tài)度。Key and Analysis2.答題信息在達(dá)格瑪?shù)陌l(fā)言中的答題信息在達(dá)格瑪?shù)陌l(fā)言中的第一句第一句“.we should import garments from Chinaat a good price.”和和第三句第三

24、句“We are not at all happy with this situation”；以及第六句；以及第六句“The European Trade Commissioner should actto permit the clothes to leave the warehouse” 。因此，該發(fā)言者達(dá)格瑪對控。因此，該發(fā)言者達(dá)格瑪對控制進(jìn)口持反對態(tài)度。制進(jìn)口持反對態(tài)度。Key and AnalysisEuropean Trade commissioner Mr. Mandelson would take two opposite views about present situati

25、on into his account. In order to safeguard the profits of local clothing producers in countries like Italy, Spain and Portugal, EU Trade Commission would go on with the import restriction. On the other hand, EU would possibly subsidize the clothing retailers so as to maintain the balance between pro

26、ducing and retailing. 10. Do you know what happened next? Think of two possible endings.Suggested Answer 1:European Trade commissioner Mr. Mandelson would put an end to import restrictions on condition that China takes initiative to cut down its import quotas to European Union. Thus clothing retaile

27、rs could get supplies of the imported garments, whereas, with less imported clothing flooding into European market, local clothing producers could also gain their market share. 10. Do you know what happened next? Think of two possible endings.Suggested Answer 2:11. Listen to the rest of the news ite

28、m to find out if you are right.1. Todays headline is that China and the European Union have just announced that an end to the clothing blockade has been agreed. Key Points今天的標(biāo)題新聞是：中國和歐盟今天的標(biāo)題新聞是：中國和歐盟已經(jīng)宣布中止服裝封鎖已經(jīng)宣布中止服裝封鎖。類似的詞組還有如：類似的詞組還有如：reach a decision做出決定做出決定reach a conclusion 得出結(jié)論得出結(jié)論Key Pointsr

29、each an agreement達(dá)成協(xié)議，取得一致意見達(dá)成協(xié)議，取得一致意見5. stock exchange 證券交易所證券交易所 也可叫做也可叫做stock market。Key Points3. import quotas 進(jìn)口配額進(jìn)口配額4. compromise 妥協(xié)，折衷如：妥協(xié)，折衷如：make a compromise 做出讓步。做出讓步。SPEAKINGImported goods 12. In pairs, discuss why a European company decides to import goods. Less energy will be consume

30、d. Natural environment will be better preserved. Large numbers of local workers are set free to pursue jobs with skills. Suggested Ideas:GRAMMARcan/ could/should 情態(tài)動詞 情態(tài)動詞沒有人稱、數(shù)的變化。情態(tài)動詞的否定式為：情態(tài)動詞沒有人稱、數(shù)的變化。情態(tài)動詞的否定式為：情態(tài)動詞情態(tài)動詞+not (nt) 構(gòu)成。在問句中情態(tài)動詞應(yīng)位于構(gòu)成。在問句中情態(tài)動詞應(yīng)位于主語之前。主語之前。 can表示現(xiàn)在的能力和可能性表示現(xiàn)在的能力和可能性I c

31、an speak English and Spanish . (ability) 我能講英語和西班牙語。（能力）我能講英語和西班牙語。（能力）He cant finish the work before he goes home. (possibility) 他回家前不可能完成作業(yè)。（可能性）他回家前不可能完成作業(yè)。（可能性）can、could、shouldcould 表示將來的可能性和過去的能力表示將來的可能性和過去的能力Our shops could be empty next week. (future) 我們的商店下周可能要無貨可賣了。（將來的我們的商店下周可能要無貨可賣了。（將來的可

32、能性）可能性）I couldnt speak to him yesterday. (past) 我昨天沒能和他通話。（過去的能力）我昨天沒能和他通話。（過去的能力）情態(tài)動詞can、could、should情態(tài)動詞 can、could、should Can/Could I/we 引導(dǎo)的一般疑問句表示請求引導(dǎo)的一般疑問句表示請求許可、主動提議。許可、主動提議。Can/Could you 引導(dǎo)的一般疑引導(dǎo)的一般疑問句表示要求。問句表示要求。Can I leave early this evening? (permission) 我今晚可以早點(diǎn)走嗎？（請求許可）我今晚可以早點(diǎn)走嗎？（請求許可）How

33、can I help you? (offer) 我該怎么幫你？我該怎么幫你？（主動提議）（主動提議）Could you sign this form for me? (request) 你能否在表格上簽字？（要求）你能否在表格上簽字？（要求）情態(tài)動詞 can、could、should should表示提出建議、征求意見和給予勸告表示提出建議、征求意見和給予勸告The European Union should protect European industry. (recommendation) 歐盟應(yīng)該保護(hù)歐洲的工業(yè)歐盟應(yīng)該保護(hù)歐洲的工業(yè)。 （建議建議）You shouldnt be rud

34、e to customers. (advice)你不應(yīng)該對顧客態(tài)度粗魯你不應(yīng)該對顧客態(tài)度粗魯。 （勸告勸告）情態(tài)動詞 can、could、should如：如：The alarm will go off at 7 oclock .除此之外，除此之外，go off 還有很多其他意義，常用還有很多其他意義，常用的有的有“離開、出發(fā)離開、出發(fā)”；“爆炸爆炸”；“進(jìn)行進(jìn)行”等。等。如：如：He went off without saying goodbye. It was said that a bomb went off on the train. The concert went off well.

35、 Key Pointsgo off 發(fā)出巨響發(fā)出巨響如：如：Is Mr. Smith available? available還可表示還可表示“可用的可用的”如：如：First-aid kits should be kept available any time. Key Pointsavailable可得到的可得到的如：如：Please read this dossier on market researching if you have time. Key Pointsdossier卷宗卷宗、檔案、檔案如：如：I bring the charger with me in case the

36、battery is flat. Key Pointsflat沒電的沒電的除此之外，除此之外，flat的常用意義很多，如的常用意義很多，如“單調(diào)的單調(diào)的”；“跑氣了的跑氣了的”；“漏氣的，尤指輪胎漏氣的，尤指輪胎”等。等。如：如：This is a flat film which attracts few audience. I was late for work today because of the flat tyre. He threw a bottle of flat beer away. Key pointsflat1.You should give him a call as s

37、oon as possible, give reasonable explanations and promise it wont happen again.Suggested AnswersWork in pairs. Take turns as student A and Student B in each of these situations. (page 38) 2. You should talk to your colleague face to face sincerely and analyze the influence his behavior will bring to

38、 the company. 3. Youd better help your boss keep his records first. But then youll have to teach him how to keep his own records by explaining the importance to him. Suggested Answers4. If you want to be promoted, you have to learn another language which will be of great help to your job; on the oth

39、er hand, you may also improve your performance in work by attending advanced training courses or by meeting your targets. 5. You should refuse to make excuses for your colleague by making him aware of the serious outcome of his behavior and the bad effect on you.Suggested Answers6.You have to pay sp

40、ecial attention to your clients name by writing them down on your notebook; or you may check their names each time to avoid embarrassment before you meet them.READINGBusiness2business teleconference:電話會議、遠(yuǎn)程電信會議；即電話會議、遠(yuǎn)程電信會議；即“a meeting in which the people taking part are in different places, but the

41、y are linked by a telephone line”。是不同地方人員參加同一。是不同地方人員參加同一會議的很好方式，既省時又省力，方便快捷，會議的很好方式，既省時又省力，方便快捷，在商務(wù)中應(yīng)用廣泛。在商務(wù)中應(yīng)用廣泛。 business2business也可縮寫為也可縮寫為B2B。數(shù)字。數(shù)字2夾在兩個夾在兩個business中間形式獨(dú)特。其文體效果是吸引讀者的眼球，中間形式獨(dú)特。其文體效果是吸引讀者的眼球，激發(fā)讀者的好奇心。實(shí)際上數(shù)字激發(fā)讀者的好奇心。實(shí)際上數(shù)字2是英文單詞是英文單詞to的諧音，的諧音，而且與兩個而且與兩個business中無任何空格，既節(jié)約了標(biāo)題空間中無任何空格，

42、既節(jié)約了標(biāo)題空間又具有獨(dú)特意義，表示又具有獨(dú)特意義，表示“先進(jìn)的通訊方式拉近了國際商先進(jìn)的通訊方式拉近了國際商務(wù)之間的距離。務(wù)之間的距離?！保颤c(diǎn)出了文章的主題，也點(diǎn)出了文章的主題全球通訊。全球通訊。 Key Points： Can you answer the following questions? 1. What are the good ways to connect people in different parts of the world?2. Which is better, working in office or working from home?3. Should ti

43、me differences be taken into account when teleconferences are prepared?Can you answer the following questions? 4. What advice will you give to manage a teleconference ?5. When will you send out the agenda to the participants?6. How much time will you need to prepare a question?7. When can I press th

44、e mute button?4.2 Business SkillsBusiness communications4.2 SPEAKING - On the phone 4.2 WRITING -Dealing with complaints 4.2 GRAMMAR- will for offers and promises4.2 LISTENING- Telephone messages1. 1. printer cartridges printer cartridges k:trid2. description2. description3. 3. pass the message on t

45、opass the message on to 4. complaint4. complaint5. cancel 5. cancel 6. extension number6. extension number 7. 7. PharmaceuticalsPharmaceuticals,fa:msju:tiklz8. budget8. budget 9.9.plasmaplasmaplzm screen TV screen TV打印機(jī)墨盒打印機(jī)墨盒種類；性質(zhì)；描述種類；性質(zhì)；描述 把留言轉(zhuǎn)給把留言轉(zhuǎn)給 投訴投訴 取消取消分機(jī)號碼分機(jī)號碼醫(yī)藥用品醫(yī)藥用品預(yù)算預(yù)算等離子電視等離子電視Useful

46、Words and Expressions 10. 10. freight freight freit forwarderforwarder/fwd/ 貨運(yùn)商貨運(yùn)商 11. Distributor 11. Distributor 發(fā)行人，銷售商發(fā)行人，銷售商12.12.containercontainerkntein集裝箱集裝箱 13. 13. production managerproduction manager 生產(chǎn)經(jīng)理，廠長生產(chǎn)經(jīng)理，廠長14. Madrid 14. Madrid mdrid馬德里（西班牙首都）馬德里（西班牙首都）Useful Words and Expressions

47、 MadridMadrid is the capital and largest city of Spain. It is the third-most populous municipality in the European Union after Greater London and Berlin, and its metropolitan area is the third most populous in the European Union after Paris and London. SPEAKINGOn the phone1.What will you saywhen mak

48、ing a call?On the phone2 What will you respond when answering the phone? Can I help you? Can I leave him a message? Id like to speak to , please. Ill give it to you Ill call back laterThis is , of Can I say that back to you? Does she have your number? Ill ask to call you when she gets back. Ill pass

49、 your message on to Im sorry, the line is busy. Who is calling, please? Would you like to leave a message? I am afraidis not in her office at the moment. A: receptionist of Smith & Sons.On the phoneB: Caller who wants to talk to the managerPractise saying the short exchanges with your partnerOff

50、ice suppliesOn the phonecopy paperprinter cartridgeinkenvelopediarysealing tapemarkerstonerribbonfile holderglue 打印紙墨盒墨水信封筆記本膠帶記號筆調(diào)色劑彩帶文件夾膠水WRITINGDealing with complaintsLetter of complaintsStructure of the letter1.投訴事由投訴事由2.詳述事件詳述事件/投訴理由投訴理由3.提出要求以及解決方案提出要求以及解決方案Letter of complaintsTips you should

51、keep in mindFirstly, be courteous, professional but firm. Secondly, be reasonable. Thirdly, be specific about what is wrong. Fourthly, tell how we have been hurt.Fifthly, keep it short, to the point.Sixthly, state consequencesKey rules: accurate, brief, clearDealing with complaintsStructure of the r

52、eply1. Apolgising for the problemsKey rules: accurate, brief, clear2. Giving an explanation3. SolutionDealing with complaintsUseful language:1. I apologise for2. Please accept my apologies for3. I would like to apologise for4. Unfortunately5. The problem was due to6. We had a problem with7. I would like to offer8. I can offer9. Please acceptGRAMMAR“will” for offers and promises“will”表示提議和許諾表示提議和許諾當(dāng)我們決定做某件事時我們經(jīng)常用當(dāng)我們決定做某件事時我們經(jīng)常用“will”。例如，表示提議和許諾時。例如，表示提議和許諾時。-Ill ask him to call you. (表示提議表示提議)-Ill do it later. (表示許諾表示許諾)Work in pairsUse the prompts below to practise conversations with your