PROFESSIONAL SKILLS: DEALING WITH COMPLAINTS Complete the gaps (1–12) in the advice below using the words in the box. Use each word once.
admission alternatives apology calm empathize guest
interrupt issues nods solution supervisor understand
Useful advice to follow when dealing with complaints:
• Listen actively. Remember to stay 1 and to listen. Do not 2 . Show you
are listening by adding some ‘verbal 3 ’.
• 4 . This shows that you 5 the situation and the speaker’s feelings.
• Apologize. Remember an 6 simply says that the intentions were good. It is not an
7 of fault.
• React by suggesting an efficient 8 . Where possible, try to offer 9 if you
cannot give the guest what they want.
• Notify a 10 , if needed, so he/she can make sure all 11 are resolved and
the 12 is happy with the outcome.
1. I slept for only a few hours last night. (much)
I didn't sleep much last night.
2. Sean doesn't have much free time. (little)
Sean has little free time.
3. The room looks large because they have very little
furniture in it. (much)
The room looks large because they don’t have much furniture in it.
4.There isnt any orange juice left. (no)
There is no orange juice left.
5. He didnt win many races.(few)
He won few races.
6. There very many people at the concert. (lot)
There were a lot of people at the concert.
Объяснение:
2 she has got a brother
3 we have got twenty thin notebooks (sheets)
4 she has got a clean paper
5 my friends have got a good english book
6 my sister has got a big family
7 today these students have an english lesson
8 he has got two sisters
9 i have got three bottles of milk
10 she is not a student. she is a doctor
11 we are at an institute now and they are at home
12 where is my book? - it is on the table
13 her father is an engineer. he is at the factory now
14 my friends are young artists
15 her brother is an architector.
16 where is your brother?
17 who is your sister (what kind of occupation she does?) (или можно сказать (what does she do for a living - кем она работает)