VOCABULARY & Practice Video 8 Dealing with problems

VOCABULARY

Replacements: New goods to replace the faulty ones.

Warranty: Guarantee, written promise to repair or replace faulty goods.

It’s up to you to sort it out: It’s your responsibility to find a solution.

A service issue: The responsibility of the service department.

Being Professional: Behaving in a responsible or professional way.

Odd: Strange

Priority: Most important

Extension: Extra period of warranty

Faulty parts: parts that are broken or don´t work.

Clear this with me: Get my agreement.

In stock: Available now.

Practice Video 8 Dealing with Problems

8.1 Watch 8.1 and then discuss these questions:

-Jim has to do something. What do you think he should do?

He should look for a solution to the problem.

-What does Liz want Microflex to do?

She wants Microflex to replace the photocopier machine.

-What do you think is going to happen?

Jim is going to offer Liz to replace the photocopier machine.

8.2 Watch 8.2 and then discuss these questions:

-In this case, who do you side with, Jim or André?

André

-Who has to find the solution?

Both like a team

-What kind of relationship do Jim and André have?

They are colleagues only.

-How should they behave when working together?

Always professional

8.3 Watch 8.3 and discuss these questions:

-Is Liz convinced by what Jim says? Why/ why not?

Maybe she is not convinced, but she has to trust him because they only can give her a solution.

-What solution do you think Jim will suggest?

He is going to suggest replacing the photocopier machine.

-Do you think André will support this solution?

No, I don’t think so.

8.4 Watch 8.3 and discuss these questions:

-What are they going to do now?

They will have to apologize and try to find another solution

-Jim has to phone Liz and tell her the bad news. What should he say to her?

He should apologize and tell her that he made a mistake that he’s sorry but they don’t have any other photocopier machine in stock.

-What do you think she will say to him?

She will tell him that that´s not her business and she wants a solution soon.

-What do you think will happen in the end?

Liz’s company won’t buy Microflex anything else again and she won´t recommend them.