5.3 THERE MUST BE A MISTAKE!
1 FUNCTIONAL LANGUAGE: Reacting to bad news
A Read the reactions to a problem. Circle the correct words. Then label each sentence reaction,
escalation, or resolution.
1 There is / Is there someone else / more I can speak to about this, please? escalation
2 I ‘m not / don’t get it.
3 I’m just glad that / that’s settled.
4 You can / Can you check again, please?
5 That’s / This is quite all right.
6 Will / Would you mind take / taking another look?
7 I don’t get / understand.
8 There can / must be something you can / must do.
9 There might / must be a / some kind of mistake.
10 I like / ‘d like to speak to manager / the manager, please.
2 REAL-WORLD STRATEGY: Accepting bad news
A Put the words in order to complete the responses.
1 Salesperson I can’t lower the price of the car.
You that’s not / to hear / but / what / can you / do / I hoped / what
?
2 Server I’m sorry, but there’s no more chicken soup today.
You it / it / what / is / well / is
.
3 Manager You can’t leave work early today.
You life / well / that’s
.
4 Dry cleaner I’m sorry, but your jacket isn’t ready yet.
You too / that’s / bad
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3 FUNCTIONAL LANGUAGE AND REAL-WORLD STRATEGY
A Jason is in a store and is speaking to Alma at the cash register. Put the sentences in the correct order.
Alma The shirt is $50. It’s $35 if you pay in cash.
Alma The sign says $35. Then in small letters it says “Cash.”
Jason Here’s my credit card for the shirt. It’s $35, right? 1
Jason There must be some kind of mistake. The sign says $35.
Alma The manager is busy. How about I give you this $15 tie for only $5?
Jason That’s not right. Is there someone else I can speak to about this, please?
Jason Well, OK. I’ve never heard of a credit card difference in price, but I’m glad it’s settled. Thanks.
B Read the situation. Then complete the conversation using the expressions from exercises 1A and 2A.
Situation: Arturo lost his credit card yesterday. Today he checked online and noticed a lot of new charges
on his credit card. He calls the credit card company to ask them to remove the charges and cancel his card.
Credit card worker Max One credit card. How may I help you?
Arturo Hi. I lost my credit card yesterday, and today there are some charges on my card
that I didn’t make. I’d like to have those charges removed and have my credit card
canceled.
Credit card worker Well, I can cancel your credit card, but I can’t remove the charges, sir.
Arturo
Credit card worker I’m sorry sir, but there isn’t. You will be responsible for those charges.
Arturo
Credit card worker Of course, sir. I’ll transfer you right now.
Manager Hello sir. How can I help you?
Arturo Well, I’m trying to get some charges removed from my credit card account. I lost my
card yesterday, and I guess someone else found it and used it.
Manager I’m sorry to hear that. But since you didn’t report your card as lost yesterday, I can’t
totally remove the charges. But I can reduce them by 50%.
Arturo .
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