(
课件网) Lesson 1 Living in a Community To talk about conflict and compromise To listen for specific information and understand phrases in context To write a short paragraph about useful ways to resolve conflicts between friends To discuss quotes on conflicts Translate the following words and phrases. 1.come into conflict with... _____ 2.resolve conflict_____ 3.make a phone call_____ 4.respond with... _____ 5.negotiate with..._____ 6.account number_____ 7.concentrate on..._____ 8. ask somebody for help_____ 9. Apologize for..._____ 10.call about... _____ 11.全部（地）；充足_____ 12.被…惹恼；对…感到厌烦_____ 13.对做....感到羞愧_____ 14.与.......斗争_____ 15.感到愧疚_____ 16.完全正常_____ 17.确保；保证_____ 18.为........确定一个明确的目标_____ 19.到.......为止_____ 20.拿起；捡起；收拾_____ 21.不挂电话_____ 22.试试_____ 和......起冲突 解决冲突 打电话 回复；答复 和......谈判 (会计)账号；账户 集中于..... 向某人请求帮助 因为.......而道歉 打电话谈....；找....谈某事 in full be annoyed with... be ashamed to do... struggle with... feel guilty completely normal make sure set a clear goal for... by the end of... pick up hold on for have a try Have you ever experienced or witnessed a neighbourhood conflict loud noise made by neighbours bad smells from neighbor’s fish tank can’t read without plugging your ears can rarely get a full night’s sleep to be driven mad by neighbours Read the Text Builder carefully. Then listen to the dialogue and complete it by underlining the expressions you hear. Text Builder Conflict and Compromise Agent: Good afternoon, _____ … Agent: Would you please tell me _____ 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 how may I help you what is wrong Agent: Yes, sir, _____. … Agent: Please give me your account number, sir, and I’ll inquire and make sure _____ as soon as possible. … Agent: Right. Would you please wait a few minutes I will _____ and _____. … Agent: Sorry for keeping you waiting… I have reset your account. It’ll _____. 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 I do understand why you are upset the issue is resolved check the problem see what I can do be okay in an hour Agent: I quite understand how you feel, sir. I apologise for _____. Apologising our part in it the inconvenience wasting your time our part in it Listen to the dialogue and then choose the best answer. 1. What’s the relationship between the two A. Customer and service agent. B. Employer and employee. C. Bank manager and client. 2. What is the problem of the man A. His account was closed. B. He lost his account member. C. There was some wrong with his account. 3. How did the customer feel at t ... ...
