Unit 17 Problems, problems17.1Dealing with problems(1)\ Listening and speakingListen to someone talking about office problems. Offer to help by phoning the correct department. Use the words in the box to help you like this:VOICE 1: We need some more envelopes, (beep)YOU: m phone the Purchasing departmentVOICE 2: m phone the Purchasing department* (repeat)Accounts Service Purchasing Marketing(2)GrammarUnderline the correct future form in italics.A: Hello. David Watkins speaking.B: Oh, rm trying /Tll try (1) to reach Ms North.A: She's in a meeting. Could I help?B: I want to place a large order and I'd like to discuss discount and delivery terms. Could I arrange a meeting with her for next week?A: Of course. Vm checking / Til check (2) her diary. When would you like to see her?B: Is next Tuesday at 3 OK?A: She's going /She'll go (3) to the new factory that afternoon. How about Wednesday at 10?B: That's fine. Wednesday at 10.A: Could I have your name please?B: Yes, it's Jenkins. Sandra Jenkins.A: Fine, I'm sending /Til send (4) you a letter to confirm the meeting.B: By the way, could you send me a copy of your catalogue?A: Yes, of course. I'm sending /Til send (5) you a copy today.B: I'd also like information about prices.A: OK. I'm enclosing /Tll enclose (6) a copy of our price list.B: Thanks very much. 1 look forward to seeing Ms North next week. Goodbye.A: Goodbye.(3)WritingWhat will you do? Write the offer you would make in each of these situations.1BOSS: I'm going away next week and I need a plane ticket.YOU: I'll【)h(me the travel age/iL2COLLEAGUE: I've got a lot of filing to do.YOU: ______________________________________3BOSS: I need a table at the restaurant for Thursday night next week.YOU: ______________________________________4CLIENT: rd like to make an appointment to discuss my account.YOU: ______________________________________5FRIEND: I'm not feeling very well, and I can't get out to go shopping.YOU:6COLLEAGUE: There isn't any coffee left!YOU: _______________________________________Read this conversation and complete it with the words in the box.JONES: Sales department. Samanth Jones speaking.LEE: Hello, this is Mike Lee from Meyers. Tm (1)about our order for computer disks. There (2) to be a (3).We (4)article number 495 H4 and you (5) article 594 8F.JONES: Jest a moment. Could I have the (6)number?LEE: Let's see ... It's DD3O3.JONES: Hold the (7)please, TH just (8)it ... Tm very (9), but we've had some (10)in the Dispatch department. Could you return the disks? Of course we'll (11) the costs.LEE: Fine, but when can I expect (12)of the correct disks?JONES: ril make sure you get them by the end of the week.⑵I ListeningListen to Samantha Jones dealing with another complaint and tick ( V) the correct statements.()1 PCPower only ordered disks.()2 Lesley Howard expected to receive the goods in ten days.()3 Lesley's order number is DK997.()4 Lesley doesn't need the material this week.()5 Samantha promises to try to deliver everything by the end of the week.⑶ VocabularySamantha is worried that she will lose PCPowerbusiness* Read her letter and complete it with the words in the box.Computer supplies Pty apologize customers manufacturers order problems products22 Park StreetAbbotsford 3067VictoriaTel:+61 3 9429 1713Fax: +61 3 9429 1714Complete these sentences.1I'm afraid we have to our order.2We for the delay.3When we unpacked the machine, we noticed some to the casing.4We will any faulty goods free of charge.5There's a on orders -・・・ it will take at least another ten days to dispatch the goods.6The fax has broken down. We must it.7There seems to be a in the invoice.8We will your money if the goods are not satisfactory.(2)ReadingRead this letter from Pacific Machines to Avalon Industries. What has Pacific Machines decide to do about the damaged machine? Tick the correct answerRefund the money.Replace the machine.Ask the customer to return the machine.Refuse to accept responsibility.None of the above.If you chose "None of the above”, describe what action Bob Olsen suggests.(3)WritingYou are Mr Rogers. Use these notes to write a letter in reply to Pacific Machines. Fax sent on 24 July was a mistakeSend technician as soon as possibleIf machine cant be repaired, we need a replacementReferences17.111 VOICE 1: We need some more envelopes, (beep) (pause)VOICE 2: ril phone the Purchasing department, (beep) (pause)VOICE 2: ril phone the Purchasing department.2VOICE 1: This invoice is wrong.VOICE 2: PH phone the Accounts department.VOICE 2: ril phone the Accounts department.3VOICE 1: The fax machine has broken down.VOICE 2: ril call the Service department.VOICE 2: ril call the Service department.4VOICE 1: I need some information about the new product range.VOICE 2: ril call the Marketing department.VOICE 2: ril call the Marketing department.21 Tm trying 2 Til check 3 She's going 4 Til send 5 Til send 6 Til enclose3Suggested answers2Til help you with it.3Til phone the restaurant.4ril check my diary.5ril do your shopping.6ril get some.17.211 calling 2 seems 3 mistake 4 ordered 5 sent 6 order7line 8 check 9 sorry 10 problems 11 refund 12 delivery2Tick statements 2 and 5.1No, they ordered several items.3No, ifs DK597.4No, he needs at least some of it as he is running out of stock.JONES: Sales department. Samanda Jones speaking.HOWARD: Hello, this is Lesley Howard from PCPower. I'm calling about an order we made last month for computer supplies. We wanted to buy disks, printer cartridges, printer paper, some cables andglare shields for monitors. You said you could deliver in ten days —— it's now been threeweeks.JONES: I'm really sorry about that. Can I take your order number, please?HOWARD: Yes, it's DK597.JONES: DK597. I'm sorry but we've had problems with our Dispatch department, and Fm also waiting for a delivery of stock from one of our suppliers.HOWARD: Well, how soon can you deliver the goods to us? We're running out of stock! I've got to have at least part of my order by the end of the week.JONES: ril look into it right away. I'll send you anything that we have in stock and get the rest to you by the end of the week.HOWARD: Ok, but I'm nearly out of disks and paper ——could you get these things to us today? JONES: ril try. And I'll make sure that you have everything by the end of the week. I'm really sorry about this, we always try to give the best service but we've had a lot of problems.HOWARD: Fine. Well, I'll look forward to receiving my goods this week. Thanks.JONES: Goodbye.31 order 2 problems 3 manufactures 4 products 5 apologize 6 customers17311 cancel 2 apologize 3 damage 4 replace 5 delay 6 repair7mistake 8 refund2None of the above. Bob Olsen suggests sending someone to inspect the machine. They will decide whatto do after they read the report. 3Suggested answer。