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(共26张PPT)
Conflict and Compromise
Topic Talk
Unit 11
Peace cannot be kept by force; it can only be achieved through understanding.
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Free talk
Who is he
A German-born physicist who developed the special relativity and the general relativity, and received the 1921 Nobel Prize for Physics.
Albert Einstein
(1879~1955)
Do you agree with him Please give an example.
What problems have you come across in online shopping
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Ask and answer
break easily
no shipment information
no promised attached gift
payment reminder message
keep receiving marketing promotions
How do you explain the problems
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Ask and answer
There is no shipment information about the purchase I made.
Your product broke in 3 days.
You didn’t send the promised attached gift.
I keep receiving marketing promotions, which I don’t need.
I paid in full, but your accounts department didn’t note down my payment.
a department in a company that manages financial records
including the whole of sth.
How do you resolve these problems
negotiate with the calling centre agent to reach a compromise
Example
When there is no promised attached gift, I negotiate with the calling centre agent.
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Ask and answer
vt. to find an acceptable solution
respond with more anger
just let it go
vt. to try to reach an agreement by formal discussion
finding a solution that both parties can agree on
Look and say
Look and say
Look at the picture, what is the figure doing
Complaining to the calling centre agent.
How does a customer complain to an agent Let’s listen for answers!
Finding the Cause
how may I help you
how can I help you
what the problem is
what I can do to help
what is wrong
Listen and Explore
Listen to the dialogue and complete it by underlining the expressions you hear or fill in the blanks.
Text Builder
Conflict and Compromise
Agent: Good afternoon, __________
…
Agent: Would you please tell me____________
What is this part about
Are there any other expressions an agent can use to find the cause
Compromising
I can understand
I do understand why you are upset
I know how you feel
I know how annoying it is
a response is provided
the issue is resolved
a solution is given
see what I can do
check the problem
ask someone for help
be fine by this time tomorrow
be okay in an hour
Agent: Yes, sir, _____________.
…
Agent: Please give me your account
number, sir, and I’ll inquire
and make sure I do un__ as
soon as possible.
…
Agent: Right. Would you please wait
a few minutes I will ______
check _________ and ___________.
…
Agent: Sorry for keeping you waiting… We detected an error in your account. I have reset your account. It’ll _______
___________.
Listen and Explore
to ask sb. for some information
vt. to discover sth. that is not easy to see
vt. change sth. so it is ready to use again
What is this part about
Are there any other expressions an agent can use to compromise
Apologising
Agent: I quite understand how you feel, sir. I apologise for ___________.
our part in it.
the inconvenience
wasting your time
I know it’s not ___________.-
Thank you. You have been most _________.
your fault
helpful
Listen and Explore
say that you are sorry for doing sth. wrong or causing a problem
adv. very; extremely; completely
n. trouble or problems
What is this part about
Accepting an apology
What is this part about
Are there any other expressions an agent can use to apologise
Think and Summarize
When the customer called the agent, how did they solve the problem
Think and summarize
Finding the Cause
Compromising
Apologising
Accepting an apology
Calling an agent
Think and Summarize
In the finding the cause part, what could they say
What could the agent say
What could the customer say
How may I help you
How can I help you
Would you please tell me
what the problem is
what I can do to help
what is wrong
There is no shipment information about the purchase I made.
Your product broke in 3 days.
You didn’t send the promised attached gift.
I paid in full, but your accounts department didn’t note down my payment.
I keep receiving marketing promotions, which I don’t need.
...
Finding the Cause
agent
customer
Think and Summarize
In the compromising part, what could the agent say
Yes, sir.
I’ll inquire and make sure
I can understand.
I do understand why you are upset.
I know how you feel.
I know how annoying it is.
a response is provided.
the issue is resolved.
a solution is given.
It’ll
Would you please wait for a few minutes I will
see what I can do.
check the problem.
ask someone for help.
Sorry for keeping you waiting. I have...
be fine by this time tomorrow.
be okay in an hour.
Compromising
agent
Think and Summarize
In the apologizing part, what could the agent say
In the accepting an apology part, what could the customer say
I apologise for
our part in it.
the inconvenience.
wasting your time.
Accepting an apology
customer
I know it’s not your fault.
Thank you. You have been most helpful.
Apologising
agent
A= Service Agent C=Customer
Make a short dialogue with a partner about resolving an issue between an unhappy customer and a service agent.
Talk and Share
Did you come across these problems
become addicted to novels
keep forgetting where you put your personal stuff like your clothes, a book, your keys...
have difficulty getting up on time
struggle with yourself about playing mobile games
Look and Say
Look and say
Have you tried to solve these problems How did you do it
Tim, a high school student, has also come across one of the problems. He chose to ask his teacher for help.
Listen to the first part of the dialogue. Answer the questions.
1. How does Tim ask Mr. Smith for help What does he say
2. How does Tim tell the problem What does he say
3. How does Mr. Smith comfort Tim What does he say
Listen and Explore
1. How does Tim ask Mr. Smith for help
Listen and Explore
adv. to some degree
vt. to make sb. slightly angry
“I’m somewhat annoyed with myself recently.”
2. How does Tim tell the problem
“I’m ashamed to admit that I really struggle with myself about playing computer games.”
adj. [not before noun] feeling shame or embarrassment about sb. /sth. or because of sth. you have done
What is this part about
Asking for help.
What is this part about
Telling the problem.
3. How does Mr. Smith comfort Tim
Listen and Explore
[U] the quality of thinking and behaving in a sensible, adult manner
“That’s completely normal among teenagers, even among adults, and it’s perfectly understandable.”
“To have the courage to acknowledge this is already a sign of maturity.”
What is this part about
Comforting Tim.
What are Mr. Smith’s suggestions
Listen and Explore
Listen to the rest of the dialogue and fill in the blanks.
Mr. Smith’s suggestions
Studying in 1. a library
When at
5. hom___
2. ____________ the library usually 3. _________
_____________________, which will help you
4. _____________________________.
Ask your mom or dad to help 6. _______ you.
When they aren’t home
By 9. ________ yourself a goal, you will know what you have to 10. _____ by the end of the time.
you need to adopt 7. __________ and 8. ___________.
v. to track
a library
home
This is because
has good
studying atmosphere
concentrate on your work
monitor
self-control
goal setting
assigning
finish
When our friend asks us for help, what parts does the conversation have
Think and Summarize
Think and summarize
Asking for help
friend
I
Friend
asking for help
telling the problem
comforting the friend
giving suggestions
Expressing thanks
What could we say in each part
Think and Summarize
Asking for help
friend
I
Friend
asking for help
telling the problem
comforting the friend
giving suggestions
Expressing thanks
I’m somewhat annoyed with myself recently.
I think I need some help.
I’m ashamed to admit that…
That’s completely normal and it’s perfectly understandable.
To have the courage to acknowledge this is already a sign of maturity.
Firstly, I would like to recommend... This is because ...
…
Thanks. I think your advice is helpful.
I’ll have a try.
Work in pairs. Student A asks for help and Student B gives suggestions. Make a dialogue.
Talk and Share
What’s the most important thing when dealing with conflicts
Summarize and Think
Summarize and think
Conflict and compromise
a customer & a calling center agent
a student & a teacher
compromise & give suggestions
The point is to be sincere and offer understanding.
The softest things in the world overcome the hardest things in the world.
Laozi, a Chinese philosopher of the Spring and Autumn period, the founder of Taoism and the author of the Daode Jing.
天下之至柔，驰骋天下之至坚。
Summarize and Think
Summarize and think
Choose one from the two.
1. Write a passage about how you will negotiate with the calling centre agent when the problem arises. (About 80 words)
2. If you are Li Hua, your foreign friend Lisa is experiencing binge eating due to high academic pressure. She is writing to you for help. Please write a suggestion letter to help her. (About 80 words)
Homework
Homework
Goodbye!

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