Watch or listen to 6 dialogues. In which dialogue does the speaker...(L4, V1)

Date: 2015-10-07; view: 579.

Read the dialogue below in pairs. Describe the speakers using the adjectives above. How could you improve the customer's part?

Blunt respectful polite impolite politically correct

Tactful offensive rude diplomatic subtle personal civil vulgar

Study the adjectives, and put them into the correct categories below.

UNIT 1 LESSON 3

BEING TACTFUL

Causing offence: ___________________________________________________

Not causing offence: ________________________________________________

Shop assistant: Can I help you?

Customer: Yes, my friend bought this shirt for me yesterday, but I don't like it.

Shop assistant: Would you like to choose another one, sir?

Customer: No, I want a refund.

Shop assistant:We do have some new colours in stock.

Customer: No, just give me the money.

Shop assistant: OK, no problem. Do you have the receipt?

Customer: Yes. Take it.

1. make a complaint?

2. interrupt someone who is busy?

3. speak his/her mind?

4. make a request to a friend?

5. make a request to a stranger?

6. have a problem that needs urgent attention?

4. Look at the following expressions from the dialogues. They are all used to say things more carefully so that you do not upset someone. Put them into the correct categories below:

... seems to be ... Could you ...?

Couldn't this wait till later? Don't you think ...?

I don't mean to be rude, but ... I don't mean to disturb you, but ...

I seem to (have + PAST PARTICIPLE) I was wondering if I could ...

I'm afraid ... It looks like ...

Would it be possible to ...? a bit

a little really (in negative sentences)

1) A word or phrase used to `soften' __________a little (less noise)_________

an adjective, verb or adverb: _________________________________

__________________________________

__________________________________

2) A negative question used to: __________________________________

politely disagree or argue with __________________________________

someone:

3) A polite request: _________________________________

_________________________________

_________________________________

4) A `softening' phrase used to ___I don't mean to disturb you, but…____

introduce a problem, complaint, ___________________________________

negative remark, etc.: ___________________________________

___________________________________

___________________________________