Outcome: explain a service problem, clarify conflicting information, negotiate a solution and check that the final agreement really solves the problem.
NOTICE THE PROBLEMEXPLAINCLARIFYSOLVEAGREE
Core target: ~39–42 effective minutes. If the material starts late, use the compressed route: Quick Start (2 examples) → Listening → 4 chunks → Rebuild → Main Task → Outcome Check. Cut Controlled Change before cutting the Main Task.
1
Quick Start · What went wrong?
Speak first — no vocabulary list
0–4 min
Teacher: Give 15–20 seconds to scan. Students alternate. One sentence per card is enough.
🥗 → 🥪She ordered a salad, but…
☕☕ → ☕Something is missing.
7:00 → 8:00The service is late.
$24 → $29The price is different.
Say it your way: What is the problem? Try to use but, missing, wrong, or late.
2
Listening · The Order Problem
gist → conflicting details → pair check
4–12 min
Teacher: Use the uploaded Listening 1 audio. First listen = gist only. Second = detail grid. Give 30 seconds to compare before checking. Keep the transcript closed until after pair comparison.
🎧 Listen 1 · What is the main problem?
🎧 Listen 2 · Find the mismatches
Listen again. What did the customer order, and what actually arrived?
Burgers ordered
Drinks ordered
What arrived?
Missing
Price on receipt
Customer expected
PAIR CHECK · 30 seconds I heard… · Wait, did you hear one or two? · I think the wrong item was… · Can we listen again?
Customer
Hi. I think there’s been a mistake with my order.
Staff
I’m sorry about that. What did you order?
Customer
I ordered two veggie burgers, one large fries, and two lemonades.
Staff
Okay. And what did you receive?
Customer
I got one veggie burger, one chicken burger, the fries, and only one lemonade.
Staff
I see. Anything else?
Customer
Yes. My total was supposed to be thirty-one dollars, but the receipt says thirty-six.
Staff
Thanks for explaining. Let me check that for you.
3
Notice · Four useful chunks
few targets, high recycling
12–17 min
Teacher: Keep this to four active chunks. Accept other natural language.
I think there’s been a mistake.open the problem politely
I ordered ___, but I got ___.contrast expected vs. actual
Could you check that for me?ask the other person to verify
What can we do?move from problem to solution
Recycle if useful: Just to confirm… · Did you mean…? · Could you repeat that? · That works for me.
4
Rebuild · Put the conversation in order
retrieval before production
17–22 min
Teacher: Let them negotiate the order. After checking, read once with roles.
Route: PROBLEM → DETAILS → CHECK → SOLUTION → AGREEMENT
Customer
I think there’s been a mistake with my order.
Staff
I’m sorry about that. What seems to be the problem?
Customer
I ordered two coffees, but I only got one.
Staff
Let me check that for you.
Staff
You’re right. We can bring another one in ten minutes.
Customer
That works for me. Thanks.
5
Controlled Change · Same frame, new problem
change information, keep structure
22–27 min
Teacher: One round is enough if you are late. This is a bridge, not a second task.
ORDERED chicken sandwich
RECEIVED tuna sandwich
SOLUTION replace it in 15 minutes
TEACHER OFF · 2 minutes Student A = Customer · Student B = Staff. Use the route, but do not read a full script.
Customer support I think there’s been a mistake. · I ordered…, but I got… · What can we do?
Staff support I’m sorry about that. · Let me check that for you. · We can… · Would that work for you?
6
MAIN TASK · The Order Mix-Up
private information · negotiate a real solution
27–39 min
Teacher: Send each learner only her own card. First 7–8 minutes: camera/mic off if practical. Monitor only. Do not correct unless communication breaks.
Round 1 · Customer vs. Support
Do not show your private information. Find every problem before you agree on a solution.
🧾 CUSTOMER
Your original order:
2 veggie burgers
1 large fries
2 lemonades
Total you expected: $31
Delivery promised: 7:30
What arrived:
1 veggie burger + 1 chicken burger
1 large fries
1 lemonade
Receipt: $36
Delivery arrived at 8:05
SECRET PRIORITY: Friends are waiting. You need the correct missing/replacement items within 20 minutes. A refund alone does not solve your problem.
🎧 SUPPORT
Your system shows:
1 veggie burger + 1 chicken burger
1 large fries
1 lemonade
Charged: $36
Driver delay: 35 minutes
Solutions you are allowed to offer:
A. Send 1 veggie burger + 1 lemonade in 18 minutes and correct the charge to $31.
B. Refund $10 today, but send nothing else.
C. Full refund in 3–5 business days.
Your job: Confirm item + quantity + price + delay before offering a solution. Do not choose for the customer.
TEACHER OFF · 7–8 minutes English only. Ask real questions. If you get lost: Just to confirm… · Did you mean…? · Could you repeat that?
Conversation route: OPEN PROBLEM → COMPARE DETAILS → CONFIRM → OFFER OPTIONS → NEGOTIATE → FINAL AGREEMENT
Optional Round 2 · Switch roles if time
Customer: booked a haircut for Friday 5:30, but the salon has Saturday 5:30. You have a flight Saturday morning. You can do Friday 6:00 or Thursday 7:00.
Staff: system shows Saturday 5:30. Available alternatives: Thursday 7:00, Friday 6:00, Saturday 4:00.
Goal: Transfer the same problem-solving language to a new context. This is still the same Main Task.
7
Outcome Check · Did you really solve it?
task success, not grammar correction
39–42 min
Teacher: Do not skip this. Lesson 8 showed that fluent interaction can still miss a task condition.
ITEM / QUANTITY
PRICE
DELIVERY / TIME
FINAL SOLUTION
Report from memory: What was wrong? What did you finally agree to? Why was that solution the best one?
+
EXTRA 1 · Who handled it better?
listen → evaluate → justify
+6 min
Teacher: Ask for concrete communication behavior: confirms details, interrupts, offers options, etc.
Staff A
Listen for attitude + solution.
Staff B
Listen for attitude + solution.
PAIR DECISION · 60 seconds Who handled it better? Give at least two reasons.
Staff B handles the situation more effectively: confirms the problem, apologizes, checks the order and offers choices instead of becoming defensive.
+
EXTRA 2 · Make it sound better
pragmatic English, not new grammar
+5 min
Choose the response that sounds more helpful and professional.