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app[ication
KEY SUCCESS FACTORS
. (^) using appropriate, professiona[-sounding Ianguage . (^) conveying a positive image of yourself without appearing over-conf ident or arrogant . (^) avoiding basic mistakes which witt make you look caretess
ANALYSING A MODEL TEXT
a You see the following advertisement on^ the
Skyscanner website. Would you be interested
in applying for the job?^ Why (not)?
b Read^ the^ first^ draft^ of^ an^ emailwritten advertisement. What information does
main paragraphs?
To: [email protected] From: Agata Beck Subject: Application
in response to the
Agata give inthe three
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..,,1.. Dear Miss Foster, @ I^ am^ writing^ to apply for^ the^ post of receptionist advertised in your website. I have recently graduated from the University of Berlin,^ where^ I completed a degree in business studies. I^ have a high level of
spoken english (Cl^ on the^ CEFR),^ as^ I^ lived^ in^ the^ United States
during six months as part of an^ exchange programm between^ my school and^ a high^ school in^ Utah.^ I^ made many^ American friends during this period,^ but we lost touch when I came home.
As you^ will^ see^ from^ my CV,^ I^ have^ some^ relevant^ experience because I am currently an intern at a leadlng German travel company. I have worked in various roles, including^ marketing asistant and administrator and my^ tasks^ have included organizing and running meetings and dealing^ with clients^ by phone and email. The director of^ company would^ be happy^ to^ provide^ a reference. He is, in fact, my uncle. I (^) am very enthusiastic on travel and would welcome the chance to be part of such a high-profile and successful company. I believe I would be suitable for the job advertised as,^ apart^ of my work experience, I^ am an^ outgoing^ person^ and^ get along well with people,^ Friends^ describe^ me as^ calm^ and^ consciensious and I^ would^ enjoy the^ variety and^ excitement the^ job would^ offer. I would definitely not panic when things got^ busy!
I attach a full^ CV^ and^ if^ you^ require a^ further information,^ I^ would be very^ happy^ to provide^ it. I look forward to hearing from you. Yours sincerely, Agata Beck
a
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Receptionist Location: Edinburgh The receptionist is^ the^ first point^ of^ contact^ for staff and visitors. The role involves a variety of tasks including answering and directing calls, welcoming visitors, scheduling meetings, and general admin support.
Core hours are 8 a.m.-6 p.m.^ and you^ will
need to be available to work earlier shifts some days and later shifts other days,
About you: The ideal candidate will have a customer-focused personality with a strong can-do attitude. We're looking for someone with^ proven^ communication skills for liaising with individuals at all levels in a very fast-moving environment.
lnterested? The closing date for applications
is Wednesday 18 June (^) - click Apply' before
this opportunity flies away!
lmproving your^ first draft Check your writing for correct paragraphing,^ mlstakes, irrelevant information, and [anguage which is in an inappropriate register.
c Read the draft^ email again^ and^ try^ to^ improve it. 1 Cross out three sentences (not including the example) which^ are
irrelevant or inappropriate.
2 Correct ten more mistakes in^ the^ highlighted^ phrases,^ including
spelling, capital letters, grammar, and vocabulary.
d Do^ you think^ Skyscanner^ would^ have^ given her^ an^ interview^ if she had sent her first draft?
&skyscanner
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USEFUL LANGUAGE
e Look (^) at l-9 (^) below. How (^) did Agata express these ideas in a more formal way? Use the bold word(s) to help you remember. Then look
at the text again to check your answers.
1 This letter is to askyou to (^) give me the job (^) ofreceptionist. apply I amwritingto a{tpl!for thepost of receptionist. 2 I've just finished uni, where I did business studies. (^) graduate (^) /degree 3 IcanspeakEnglishverywell. high 4 I've done this kind ofjob before. relevant 5 My tasks have included talking to people on the phone. dealing (^) /clients 6 I'd love to work for such a famous company. welcome (^) / high-profile I'm sending a full CV with (^) this email. attach 8 Ifyou need to know anything else, I'll tell you. require (^) / provide 9 Hope to hear from (^) you soon! forward PLANNING WHAT TO WRITE a Read (^) the job advertisement below and underline the information youwill need to respond to. Then make notes about:
. (^) any qualifications youhave.
, (^) any relevant experience you could include.
. (^) what aspects of your personality you think would make (^) you
suitable for the job and how you could illustrate them.
- (^) any other information you think you need to include. b Compare notes with a partner and discuss how relevant you think each (^) other's information is, what you think you should leave out, and what
else you might want to include.
TIPS for writing a covering email (^) /letter
to apply for ajob, grant, etc.
n (^) Use appropriate sentences to (^) open the emai[ / letter.
. (^) Organize the main body of the email / letter
into c[ear paragraphs.
. (^) Use a suitable sty[e:
Don't use contractions or very informaI expressions. Use formaI vocabu[ary where appropriate, e.g. require instead of need, as instead (^) of because. The use of a conditionalcan often sound more potite, (^) e.g. lwoutd welcome the chance to... When you say why you think you are suitable
for thejob, be factuaI and positive, but not
over-confident. Be carefuI not to sound arrogant.
Use appropriate phrases^ to close the
emall / [etter. WRITING
You have decided to apply for the festival job
advertised opposite, Write a covering email of
between 200 and 250 words.
DRAFTyour email. " Write^ an^ introductory^ sentence^ to^ explain why you are writing.
. (^) Paragraph 1: Give personal information
including skills and qualifications.
. (^) Paragraph 2: Talk about any relevant
experience you have.
. (^) Paragraph 3: Explain why you think you
would be suitable for the job.
. (^) Write a closing sentence.
EDIT the email, checking paragraphing, cutting any irrelevant information, and making sure it is the right length.
CHECK the email for mistakes in grammar,
spelling, punctuation, and register.
{ p.:-?
Responsibilities
. (^) To ensure (^) the safety and
comfort of the public^ and to assist in the running of a successful festival.
. (^) To help to manage any crowd-
related problems, including maintaining a state of calm to minimize any injury.
. (^) To prevent unauthorized
access to the site by members of the public.
Requirements
. (^) You must be aged 18 or over on the date of
the festival and be eliqible to work in the UK.
. (^) You (^) must be physically (^) fit and healthy and
able to work under pressure in a demanding atmosphere.
. (^) You should speak English well and have some
experience of dealing with the public. Howto apply Send an email and full CV to Emma Richards: [email protected] I ,'.'l;iir;;, L Festival (^) staff required to work at a world music event in the west of England, from 12th to 14th July
USEFUL Le-Fd#L$eGE
O uring^ synonyms
Try not to repeat the same words and phrases too often in your
writing. lnstead, where possibte, use a synonym or simitar expression
if you can think of one. This witt both make the text more varied for
the reader and hetp^ to tink^ the articte together. A good monotingual
dictionary or thesaurus can hetp you.
d Find synonyms in the article for...
1 at the present time 2 children 3 alone, without adults
Using richer vocabutary You can make your writing more cotourfutand interesting to read by trying to use a richer range of vocabu[ary instead of the most obvious words.
e Can you remember how^ the words initqlicswere expressed in the
article, to make the style more interesting?
Children's lives have^ ch anged in a big w a1...
...spending days outsidewiththe other childrenwholivednear us.. WRITING
.) 4
...going around.rfast on our bikes...
My parents don't appear very often
TIP$ for writing an article:
. (^) Remember that this is not an essay.
ln an essay, you would focus on the most
important points, but for an artic[e, you
should choose the points that you cou[d
say something interesting about, or where
you can think of any interesting personaI
examp[es.
There is no fixed structure for an article,
but it is important to have clear paragraphs.
Use discourse markers to [ink your points or
arguments. Use a suitabte style, neither very formaI nor very informa[. Make the introductlon reasonably short. You could use a question or questions which you then answer in the article. Try to engage the reader, e.g. by referring to your personaI experience. Vary your vocabu[ary using synonyms where possible.
Write an article ofbetween 200 and 250 words.
DRAFT your article.
" Write^ a^ brief^ introduction^ which^ refers to the changes and asks a question.
. (^) Write two or three main (^) paragraphs saying
what the situation used to be like and how
it has changed.
. (^) Write a conclusion which refers back to the
question in^ the introduction^ and which says
whether you think the changes are positive
or negative.
EDIT the article, checking paragraphing,
cutting any irrelevant information, and making sure it is the right length.
CHECK the article for mistakes in grammar,
spelling, punctuation, and register.
{'p.7*
P
1 2
in these memories...
5 .. 6.. 7..
.after some partiaiarly dangerous adventrre.
.usual\t bothparentswork outside the home
that children today have aless happl childhood than I had?
PLANNING WHAT TO WRITE
a Look at the exam question below.
Many aspects of life have changed over the last 30 years. These include: marriage dating the role of women and / or men
Write an article for an online magazine about how one of these areas
has changed in your country and say whether you think these
changes are positive or negative.
With a partner, brainstorm for each topic... 1 what the situation used to be like. 2 whether the situation has changed a lot in your country. 3 whether you think the changes are positive or negative and why.
Now decide which topic you are going to write about and which
ideas you want to include.
b Think of a (^) possible title for your article. ':r'rii.ti (^) r'i1 115
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KEY SUCCESS FACTORS
r (^) summarizing main events in (^) the ptot (^) in a concise way
. (^) using a wide range of vocabutary to describe ptot, characters, etc. . (^) expressing a reasonabty sophisticated (^) opinion
ANALYSING A (^) MODEL TEXT
a Which of the following would normally influence you
to read a book?
. (^) a friend of yours recommended it
" it's^ a^ bestseller^ - everybody^ is^ reading^ it
- (^) you saw and enjoyed (^) a film based on it i (^) you were told to read it (^) at school
- (^) you read a (^) good review (^) ofit
b Read the (^) book review. In which paragraph 1*4 do (^) you find the following information? Write DS if the review
doesn't say. Does the review make you want to read
the book?
I the strong^ points^ ofthe^ book I the^ basic^ outline^ of the^ plot I what^ happens^ in^ the end ! where^ and^ when the^ story^ is set I the weakness(es)^ of the^ book I whether^ the reviewer recommends the^ book^ or^ not ! who^ the author^ is I who^ the^ main^ characters^ are I ho*^ -r.h the^ book^ costs I who^ the^ bookwill^ appeal^ to
c Look at these extracts from a first draft. Which words did the reviewer (^) leave out or change to make it more concise? Then read the information box about Participle clauses to check.
A thriller, which is set in (^) the present (^) day in a small town in Missouri in the USA, it immediately (^) became an international bestseller.
w (^) ...a couple, Nick and Amy Dunne, who are now living in
Nick's home town of Carthage,...
'-^1 Nick now owns a bar, which was opened with his (^) I wife's money, which (^) he runs with his sister Margo. (^) I
I Oone G/r/^ is^ the^ third^ novel^ by American writer Gillian Flynn. A thriller, set in the present^ day in a small town in Missouri in the USA, it immediately became an international bestseller.
@ ftre^ main^ characters^ in^ the^ novel are^ a^ couple, Nick and^ Amy Dunne, now living in Nick's home town of Carthage, after Nick lost his job^ as a journalist^ in New York City. Nick now owns a bar, opened with his wife's money, which he runs with (^) his sister Margo. On the day of his fifth wedding anniversary, (^) Nick discovers that his wife, Amy, is missing. For various reasons, he becomes a prime^ suspect in her disappearance. The (^) first half of the book is told in the first person,^ alternately by Nick, and (^) then by Amy through extracts from her journal. The (^) two stories are totally different: Nick describes Amy as stubborn and antisocial whereas she makes him out to (^) be aggressive and difficult. As a result, the reader is left guessing^ whether (^) Nick is guilty or not. ln the second hall however, the reader realizes that neither Nick nor Amy have been telling the truth in their account of the marriage. The resulting situation has (^) unexpected consequences for Nick, Amy, and the reader. p (^) rfre great strength of this book is how the characters of Nick and Amy unfold. Despite having the typical (^) devices common to thrillers, for example, several possible (^) suspects and plenty of red herrings, the novel is also a psychological (^) analysis of the effect on personalities^ of failure (^) and disappointed dreams. My only criticism would be that the first half goes on too long and perhaps (^) could have been slightly cut down.
@ rrrot^ only^ is^ this^ a^ complex and absolutely gripping novel, but^ it also tackles real problems^ in society. such as (^) the unhappiness that is caused by problems^ with the economy and the effect of the media on a crime investigation. For all lovers (^) of psychological (^) thrillers, cone Girl is a must.
Glossary red herring an unimportant fact, event, idea, etc. that takes people's attention from the important one
Participle ctauses
The writer uses participtes (set, living, opened) instead
of a subject + verb. Past participles reptace verbs in the
passive, and present participtes (-rngforms) replace verbs
in the active. The subject of the ctause is usualty the
same as the subject of the main ctause. Participte clauses can be (^) used:
. (^) instead of a conjunction (after, (^) as, when, because, although, etc.) +^ subject +^ verb, e.g. Having run out (^) of money... instead of Because she has run out of money... . (^) instead of a retative clause, (^) e.g. set in the present day / opened with (^) his wife's money instead of which is set... / which was opened... When you^ use a participte^ clause, you do not need to [ink the next c[ause with and, e.g. /t is set rn 1-903 and ittells the story of a young^ girl...^ +^ Set in 7903, ittells the story...
Pt:.,
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A review
iscursive essay (1):^ A balanced
KEY SIJCCHSS FACTSRS
" constructing^ an^ argument^ on^ both^ sides
- (^) writing an effective introduction and conclusion . (^) using appropriate discourse markers to
contrast and ba[ance points
ANALYSING (^) A MODEL TEXT
a You have been asked to write the following essay: i)* rrnartp*ones reatly imprcve cur (^) iives?
With a partner, discuss three reasons why you think smartphones make our
lives better and three reasons why they do
not. Order them 1-3 according to their
importance.
b Read the model essay and check if the writer has mentioned some or all of your arguments. Where does the writer put the
main argument in each paragraph?
o ;";;;;^ ;;;;.,".,,,,"", ' (^) ln an essay, it is important (^) that the
introduction engages the reader's
attention. A good^ introductory paragraph
describes the present situation and gives
supporting evidence. lt shou[d introduce the
topic, but shoutd not include the specific
points that you are going to mention in
the body of the text. It should refer to the
statement or question you^ have been asked
to discuss. This can often be done in the
form of a question to the reader, which the
subsequent paragraphs shoutd answer. ' The conctusion shou[d briefly sum up
the arguments you have made and can
inc[ude your persona[ opinion. The opinion you express shou[d fotlow logicalty from
the arguments you have presented.^ lt is
important that this is not just^ a repetition
of your^ arguments. lt is a summary of what
you believe your (^) arguments have proved.
Perhaps the greatest benefit of smartphones is that they give us an incredible amount of information. They are not just^ phones^ - we can also use them as maps, encyclopaedias, novels, entertainment systems, and much more. We live in an age of information and smartphones help us to make the most of it all. ln addition, they allow us to live our lives spontaneously. Whether you^ need a taxi, have to book a restaurant table, or want to identify stars in the night sky, you can do it straightaway. Finally, they keep us in touch with our friends and family and the social role they play in a fast-moving society is hugely important.
Arguments aEainst However, there are strong arguments to suggest that the advantages of smartphones can also be disadvantages. 0ne drawback is the cost (^) - monthly contracts are far from cheap and smartphones tend to become obsolete quickly, so people feel they need to buy the newest model. What is more, they are a constant distraction and they encourage people to spend hours checking social networking sites when they could be doing something more useful. But perhaps the most significant downside is for professionals. On the one hand smartphones offer great convenience, but they also mean that employees can be contacted by their boss all the time, even on holiday.
Ccnc!usiori I
lntroduction
Arguments in^ favour
L-
Read the information^ box. Then^ look^ at the three introductory paragraphs below and choose which one you think is best for the essay. Compare with^ a^ partner. Discuss why you think^ it^ is^ the best and why the other two are less suitable. Then do the same with the concluding paragraphs. Introductions
1 Smartphones dominate the field of personal communications and it sometimes seems that nearly everyone owns one. The technology is universal, but do smartphones really make our lives better?
2 Smartphones clearly have important advantages and disadvantages.
ln this essay, I am first going to analyse the advantages ofthis
technology and then I will outline some important disadvantages, before finally drawing my conclusions.
3 Can you imagine life without your smartphone? Probably not, as this fantastic technology has become such a crucial tool for our work and social lives. So how did we manage before smartphones were invented?
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improve our lives?
,{
Do smartphones realty
argument
Conclusions
1 To sum up, smartphones have both advantages and disadvantages, but all things considered,
I believe that their inf luence is entirely
beneficial (^) - after all, we could not live without them.
2 ln conclusion, smartphones have improved our lives considerably in my view, especially if you want to use the internet. They are very useful, for example, if you are in a shop and you^ decide to buy something online instead.
3 0n the whole, smartphones are a wonderful tool, but they have both pros and cons and they have to be used appropriately. lt is very important that we control them and not the other way round.
USEFUL LAT*GU,&&E
d Complete the missing words. Some (but not
all) are in the model essay.
Expressing the main points^ in an argument
E 1 The greatest b- is that... (^). 2 First (^) and most im-, smartphones
give us an incredible amount of information.
E 3 One d- of smartphones is that... 4 Another dr- to smartphones is that
monthly contracts can be expensive.
Adding supporting information to a main
argument, or introducing other related
arguments 5 Ina_ 6 What is^ m 7 Noto-that,but... 8 Another point in f- ofthis
technology is that smartphones allow us to
live our lives spontaneously.
Weighing up arguments 9 Onthe wh-, 10 Onb_, 11 A_ina (^) , I 2 All things c -,
smarrphones have
both pros and cons.
PLANNING WHAT TO WRITE
a Look at the essay titles below and, with a partner, choose one of them. Brainstorm the pros and cons. Then decide on three main arguments on each side that are relevant to the title. The growth of (^) ontine shopping has greatty improved life for the consumer.
Ready mea[s have revolutionized eating at home - but at what price?
b Write an introduction for the essay. Follow this pattern:
1 Write an introductory sentence about how important online
shopping or ready meals^ have^ become.
2 Write a second sentence supporting the first one. 3 Ask the main question that you intend to answer in the essay.
c Compare (^) your introduction with a (^) partner. Together, make a final version.
TIPS for writing a discursive essay giving both sides of an argument:
. (^) Brainstorm points for and against and decide which two or
three you think are the most important.
Use a neutral or formal styte.
Write a ctear introduction which engages the reader. You could end
the introduction with a question you are going to answer.
An essay is^ not^ just^ a list of ideas and opinions. Link your ideas
in a [ogicaI sequence. Use phrases to order, contrast, and weigh up
the points in your^ argument.
Make sure your conclusion is a summary of what you have previously
said and refers back to what you were asked to write about.
WRITING
Write an essay ofbetween 200 and 250 words.
DRAFT your essay.
- (^) Paragraph 1: Write an introduction.
. (^) Paragraph 2: Give arguments in favour of online shopping or ready meals. . (^) Paragraph 3: Give arguments against online shopping or ready meals. . (^) Paragraph 4: Write your conclusion, saying whether you think the
advantages outweigh the disadvantages or vice versa.
EDIT the essay, making sure (^) you've covered the main points, cutting any irrelevant information, and making sure it is the right length.
CHECK the essay for mistakes in grammar, spelling, punctuation,
and register.
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T'SEFUL LANGUAGE
c Complete the missing words. Some (but not
all) are in the model report.
Some common expressions for generatizing 1 In g-, people think... 2 Generallv sp. oeoole think... 3 Itis (^) generallyco-/ thought... 4 The (^) general v is that certain
improvements need to be made.
5 Ov-, the majority of students think...
d Rewrite (^) the following sentences. Making suggestions 1 Please buy new computers. We suggest
The registration process ought to be
improved.
Itwouldbe advisable
Why don't you make the classes smaller?
Wepropose
PLANNING WHAT TO WRITE
a Read the following task and study the relevant information. Then, with a partner, decide:
t how many headings you will need and what they should be. 2 how to express the relevant information in your own words. 3 what suggestions for improyements could be made under each heading.
Your language school has just^ started four-week study trips to the UK.
You have been asked by the principal^ of the school to get^ feedback
from all the students who participated^ in the first trip and write a
report detailing what students were positive^ about, what problems
they had, and making suggestions for improving future study trips.
You have made the foltowing notes about the views of the majority
of participants:
- People^ with^ families much^ happier^ than^ ones^ who stayed^ in^ the
halls of residence because they were able to practise their English
with the families.
- School OK and^ classes^ good, but almost everyone complained^ about the lunch (just^ a sandwich). Some thought six hours a day too much.
- People not^ very^ keen on some weekend^ cultural^ programmes.
Trips to London and Oxford great, to Bath and Stratford boring.
On all trips too much sightseeing and not enough time (^) for shopping!
b Together, suggest improvements to the study trips, beginning with a different expression each time.
TIP$ for writing a report: Look carefu[[y at who the report is for and what they need (^) to know. This witt he[p you choose what information you have (^) to inctude.
Decide what the sections of the report are going to be and think
of headings for them. Use an appropriate professionaI sty[e, avoiding very informaI expressions.
ln the introduction, state what the aim of the report is.
For each paragraph, state the situation (strengths and weaknesses)
and then make a recommendation.
lf in an exam you^ are given^ information on which to base your
report, try not to use exactly the same words.
Use a variety of expressions for generalizing (^) and making suggestions.
WRITING
Write a report ofbetween 200 and 250 words.
DRAFT your report, using the headings and suggestions you worked
on in the planning stage.
EDIT the report, making sure you've covered all the main points,
checking paragraphing, cutting any irrelevant information, and making sure it is the right length.
CHECK the report for mistakes in grammar, spelling, punctuation,
and register.
Writing
You really r
I strongly
should extend the opening hours.
'recommend
It would be much better if (^) classes lasted
an hour.
It would be far preferable for classes
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KEY SUCCESS FACTORS
. (^) constructing an argument . (^) sustaining your case with examptes . (^) showing that you have considered the opposing viewpoint
ANALYSING A MODEL TEXT
a You have been asked to write the following essay:
Tourisrn always does a p[ace^ rnone harnr
than good.
Discuss the question with a partner. Do you think that the effect oftourism on a country, city, or region is in general more positive or
more negative? Why?
Topic sentences
ln a welt-written essay, the first sentence
of a paragraph usuatly estabtishes what
the paragraph is going to be about. This is
sometimes catled the'topic sentence'.
In pairs, read each topic sentence below and
imagine how the paragraph will continue. Do (^) you think the essay will be in favour of
or against tourism?
A The infrastructure ofan area is also oflen
improved as a result of tourism.
B It is often claimed that popular tourist
destinations are spoiled as a result ofover-
development. C Tourism^ is one of the^ world's^ great growth
industries.
D Another point in favour of tourism is that
governments are becoming aware of the
need to protect tourist areas in order to
attract visitors.
E The main positive effect of tourism is on
local economies and employment.
Now read the model essay and match topic
sentences A-E to paragraphs 1-5.
(2): (^) Taking sides
Tourism atways does a place
more harm^ than good
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Peopte today are travetting further^ and further, not^ onty
in the summer, but throughout the year.^ Atthough^ some peopte
argue that mass tourism has a negative effect on destinations, in
my view its inftuences are generatty^ positive.
Tourists need ptaces^ to stay and things to do and this
creates a wide^ range^ of^ jobs for locat^ peopte. Hotidaymakers^ atso spend a great^ deaI of^ money,^ which stimutates the^ economy of^ the region (^) as wet[ as benefiting the country as a whote.
For exampte, when tourists start visiting an area, roads
and pubtic transport tend to improve, or an airport may be buitt,
at[ of which benefit locaI peopte^ as wetl as tourists.
This is [eading to better conservation not onty of areas of naturaI beauty and endangered habitats in rural areas, but atso
of historic buitdings and monuments in towns and cities.
Forinstance, many peopte argue that tourist
devetopment resutts in ugty hotels and apartment btocks. This may have been true in the past, but nowadays devetopers
recognize that new buildings shoutd blend in with otd ones and
shoutd not change the character of a ptace.
To sum up, I betieve that, on the whote,^ tourism has a positive
inftuence provided^ its^ devetopment is properly^ ptanned and
controtted. Tourist destinations have a lot to gain^ from^ visitors
and the business they bring. In my opinion, it is possibte^ for
both tourists and [ocaI peopte^ to benefit and for poputar^ tourist
destinations to have a sustainabte future.
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KEY SUCCESS FACTORS
. (^) summarizing the issue c[early . (^) maintaining an assertive but respectfuItone . (^) being ctear and reasonabte about what you (^) expect to be done
ANALYSING (^) A MODEL TEXT
a Have you ever had a very bad (^) experience at a restaurant or a hotel? What happened? Did you make a complaint either in person or in writing? What response did you get?
b Read the model formal email. (^) What exactly is the complaint about?
To: [email protected] From; [email protected] Subject: Complaint
Dear Sir or Madam, I t^ am^ writing^ to^ complain^ about^ the^ meal^ which^ my husband and I had on Thursday March 16th (^) at Fiorelli's in Regent Street. 1- (^) that the dinner 2
@ first^ of all,^ according^ to our^ online^ reservation,^ the^ table^ was booked for 7.00 and we (^3) to leave the table by 9.00, which we 4_.^ However, the service was extremely slow and at 8.45, we had only just^ been (^) brought our dessert. At this point, the waiter not only brought us the bill, but also (^) asked us to hurry as he would need the table back very soon. This left (^) us feeling extremely 5. Secondly, when (^) we were ordering our meal, the waiter recommended several dishes which were not on the menr;r (^) and we both chose tagliatelli al tartufo. We assumed that the price of this item would be in line with those on the menu, (^6) , between
t10 and [15. However, when the waiter brought the bill, we
discovered that 7 a total of t50, making them
more than twice (^) as expensive. When we complained to the waiter, he said that we should have asked the price when we ordered; however, in my opinion the waiter himself should have pointed out that this dish was considerably more expensive than the other choices. I feel strongly that if customers are given a table which (^) has a time limit, the service should be efficient enough to ensure that within that time. I also think that, while it is
understandable that some of the daily'specials' may be more
expensive because of the ingredients (^) used, this should always be made clear from the start. p (^) UnOer the circumstances, we believe that e and that we should receive 10 to hearing your (^) views on this matter.
Yours faithfully, Andrew Knight
With a^ partner, discuss which phrase, a or b,
is better for each gap and why.
a I'm sorry to say b I am afraid to say a did not live up to our expectations b was a complete disaster a were requested to b (^) were told we had to a thought was OK b consideredreasonable a fedup b dissatisfied a (^) thatis to say b I mean a we had been charged b youhadchargedus a they can eat their food b their meal can easily be completed a we are owed an apology b you ought to say sorry a some form of compensation b alotofmoneyback
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I look forward
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A comptaint
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USEFUL LANGUAGE
d (^) Can you remember how (^) the writer (^) expressed the following in a more formal way? Then look at the text
again to checkyour answers.
1 In this letter I want to complain...
2 It said on our online booking...
3 The waiter gave us the bill and asked us to hurry.
4 I really think that if customers are (^) given a table...
5 I'd like (^) to know what (^) you think about this.
PLANNING WHAT TO WRITE
a Read part of a website post by Hannah. What
problems did she have at the Westfield Hotel?
Hannah Jones
2 hours age
Just got^ back from Brighton. That's the last time we stay at the Westfield Hotel! We stayed there a (^) couple of years ago and had a good time, so I booked again for a week in July. The website described it just as I remembered it and said you could have bar food in the evening (^) - you know what a pain^ it^ is^ to have^ to^ go^ out with the kids, much easier to get room service (^) - so I just went ahead and booked. Anyway, when we turned up we were gobsmacked! The kitchen and bar area were being done up and they said that in fact they were now a B & B^ and didn't do any food except for breakfast. lt was too late to find anywhere else, so we decided to stay, but it was a nightmare. The builders started making a noise at 7.30 in the morning, the breakfast was rubbish (^) - just cold food because the kitchen wasn't up and running (^) - and we had to buy drinks and sandwiches and take them back to our room in the evening for dinner. I tried to complain, but somehow the manager was never there, only reception staff who weren't really responsible and obviously felt sorry for us. So l'm going to email the manager and if I don't hear anything, l'm definitely going to put something on TWitter...
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b You are going to write Hannah's email to the Westfield Hotel. With a partner:
. (^) underline the relevant information in the website post. . (^) summarize exactly what you are dissatisfied with. . (^) discuss what it would be reasonable for the hotel to do
to compensate you for the inconvenience.
. (^) invent any other details you think might be important
to include in the email, for example, the exact dates
ofyour stay, the room number, etc.
TIPS for writing an email or letter of complaint:
. (^) Make a note of atl the retevant detaits you want (^) to include
before you start drafting your emait.
Decide what action you^ want the person you are writing
to take. Use appropriate expressions for opening and closing the emai[. Use a formal styte and be ctear and assertive, but not aggressive.
Use the passive, e.g. we were told, we are owed an apotogy,
etc. to make it more impersonal, or to make it clear that
you are not accusing individua[s. Use a variety of expressions for generalizing and making suggestions.
WRITING
Write an email of complaint ofbetween 200 and 250 words.
DRAFTyour email.
. (^) Introduction: Explain why you are writing.
' Main^ paragraphs:^ Say^ what^ the^ complaint^ relates^ to and give the details.
. (^) Summary paragraph: Restate your complaints briefly.
' Closing^ sentences:^ Ask for^ some^ action^ from^ the^ hotel. EDIT the email, checking paragraphing, cutting any irrelevant information, and making sure it is (^) the right length.
CHECKthe email for mistakes in grammar, spelling,
punctuation, and register.
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