5. The customers protested ( 抗議する ) against the company that sells dangerous toys. a. complained b. insisted c. declared d. defended Exercise 2: What

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1 Main Topic 2: Business Interactions Lesson 20: Complaining (20-25 minutes) Today, you will: 1. Learn useful vocabulary related to COMPLAINING. 2. Review Prepositional Phrases and Verb Agreement. I. VOCABULARY Exercise 1: What s the meaning? (5-6 minutes) Choose the meaning of the underlined words from the choices that follow. Then practice using the words in your own sentences. 1. The complainant ( 原告 ) talked to the manager about the bad service of the restaurant. a. victim b. requester c. petitioner d. follower 2. The management is concerned ( 心配する懸念する ) about the growing criticisms on their products. a. calm b. troubled c. disinterested d. carefree 3. The damaged ( 壊れた故障した ) appliances are returned by the complaining customers. a. stolen b. ineffective c. broken d. defeated 4. The company explained about the faulty ( 欠陥のある ) cars they recalled. a. defective b. incorrect c. confused d. deficient Page 1

2 5. The customers protested ( 抗議する ) against the company that sells dangerous toys. a. complained b. insisted c. declared d. defended Exercise 2: What s the word? (5-7 minutes) Read the following dialog with your tutor and try to use context clues to fill in the blanks with the most appropriate word. You can find the missing word from the pool of words at the bottom. The restaurant manager handles a complaint from a customer. Manager: How may I help you Ma am? Customer: I was so disappointed and angry with one of the waiters in this restaurant. I experienced verbal (1) from him when I complained about his service. Manager: Oh, I deeply apologize for his behavior, Ma am. I (2) to talk to him and give him the appropriate punishment if it is proven that he committed verbal abuse. Customer: I m really looking forward to that. I hope you can (3) this issue within the day. Manager: Yes Ma am, I will. Customer: Honestly, I want that waiter to get fired from his work since he might (4) other customers, too. This will really give a bad reputation to your restaurant. Manager: I assure you that he cannot (5) his work here if he cannot account for his behavior. I would like to make it up to you. I will call the waiter and let him personally apologize to you and I will make your meal free of charge. Customer: Oh that would be nice, thank you. Manager: Thank you, Ma am. Our customers satisfaction is very important to us. Page 2

3 Choices: a. resume ( 再び始める再開する ) b. promise ( 約束する ) c. resolve ( 解決する ) d. abuse ( 乱用虐待 ) e. complain ( 不満を言う文句を言う ) f. offend ( 感情を損なう ) II. GRAMMAR REVIEW: Topic: Prepositional Phrases and Verb Agreement (5-6 minutes) ( 前置詞句と動詞の一致 ) A prepositional phrase is a group of words that begin with a preposition followed by a noun, pronoun, gerund, or clause. It functions as an adjective or an adverb. ( 前置詞句とは名詞代名詞動名詞前置詞または節の後に続いて始まる単語のグループを言います前置詞句は形容詞副詞の役割になります ) As an adjective, the prepositional phrase modifies a noun or a pronoun. ( 前置詞句は形容詞として名詞または代名詞を修飾します ) As an adverb, it modifies a verb, an adjective, or an adverb and answers the questions: When? Where? How? And to what extent? ( 前置詞句は副詞として動詞形容詞副詞を修飾し When いつ? Where どこで? How どのように? to what extent どの程度まで? という質問に答えます ) Remember: A prepositional phrase does not have the subject of the sentence and it does not affect the agreement between the subject and verb. ( ポイント : 前置詞句は文の主語をもたず主語と動詞の呼応に影響しない ) Example ( 例 ): The employees in that department complain about their manager s performance. ( あの部署にいる従業員たちはマネージャーの仕事ぶりについて不満を言う ) (in = preposition; that = modifier, department = noun) in = 前置詞 ; that = 修飾語句, department = 名詞 The prepositional phrase functions as an adjective because it modifies the noun employees. ( 前置詞句は従業員たちを修飾しているので形容詞的役割となっている ) Page 3

4 Other prepositional phrases ( 他の前置詞句 ): Shiela, along with employees, filed her complaint. ( シエラは従業員とともに訴えを起こした ) The boss did not show up in the office. ( 上司は社内に現れなかった ) There are notes both on the walls and on the floor. ( 壁と床の両方に注意書きがある ) Comprehension Check: Study the following sentence: The manager with thick glasses apologized to the unsatisfied customer. Which is the subject of the sentence? How about the prepositional phrase? Page 4

5 Exercise 1: Incomplete Sentences (5-6 minutes) Choose the word or phrase that would best complete the following sentences. 1. compliance with his request, the store replaced his order with the appropriate product. a. In b. On c. At d. For 2. The customer representatives usually receive several complaints the consumers. a. to b. in c. on d. from 3. The manager apologized for the improper behavior of his staff. a. in the shop b. at the shop c. of the shop d. with the shop 4. The employees complained the bad treatment of their manager towards them. a. in b. on c. of d. about 5. One of customer dissatisfaction is a complaint. a. of the signs b. in the signs c. on the signs d. at the signs Page 5

Main Topic 1: Business Interactions

Main Topic 1: Business Interactions Main Topic 2: Business Interactions Lesson 19: Sending/Receiving Information via Email (20-25 minutes) Today, you will: 1. Learn useful vocabulary related to Sending/Receiving Information via Email. I.