Propose A Solution Page 11-12

I. Subject Matter: TOEIC Speaking Part 5 : Propose a solution
II. Objectives:
At the end of the lesson, the student will be able to:Understand all the steps in answering this taskCreate sentences per stepPractice answering question 10
III. Procedure:
a. The student will answer the question in page 11
b. The teacher will discuss the steps in answering the question and compare it to the answer of the student.
Step 1: Start the message. Say who the message is for. Say who you are, where you are from (if relevant), and why you are calling.
e.g "Hello Mr. Blazer. This is (your name, your position, name of the company), and I’m returning your call.”
Step 2: Acknowledge the message you received and summarize the problem
e.g "I got your message regarding....."
Step 3: Apologize/ Sympathize
e.g “ First of all, I am really sorry for the inconvenience we have caused you.
Step 4: Explain your situation e.g After checking the situation,...
STEP 4: Propose a solution
e.g “ So I suggest that you visit our website to sign up for the recall. You must leave your address and phone number, so we can arrange a staff member to visit your house to pick up the product. Oh, please also leave a note saying what tie is good for our staff to visit you. “
STEP 5 Give compensation (if necessary) / Supplementation
e.g “We completely admit that this is our fault. So to compensate you, we’ll give you a voucher for you to use on your next purchase ”
STEP 6 End the messagee.g “Once again, I’d like to apologize for the inconvenience we have caused you. If you wish to talk more about this after, please call me back at 555-1234. Thank you!”
c. The model answers will be discussed and ask the student again to answer the same question.