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10BI’mtoo embarrassedtocomplain

1 GRAMMAR

Quantifiers; too / not enough

aUnderline the correct words to complete the conversation.

A We’ll need 1much / a lot of / any fl our, sugar and, of course, carrots to make this cake. And also 2a little / many / a few orange juice.

B Well, there’s 3any / no / many fl our in the cupboard, so I’ll have to go and buy some.

A Good idea. So, what else do we need? Er, butter … how

4many / few / much butter have we got in the fridge?

BEr, we haven’t got 5many / much / some butter. Just one packet – 250 grams.

AOK, that’s fi ne. And what about eggs – how 6many / much / any eggs are there?

BThere aren’t 7much / many / any eggs – only four.

AOh, dear. And have we got 8much / a little / any carrots?

BYes, I think we’ve got 9a few / much / few carrots, maybe three or four. Let me just check … oh, actually, there

aren’t 10any / many / much carrots. I think I ate the last one yesterday. Sorry!

ANever mind. OK, so can you also get me 11any / some / a little carrots from the supermarket, please?

BOK, so you’d better give me a shopping list …

bUnderline the correct words to complete the sentences.

1I couldn’t have a shower this morning because the water wasn’t enough warm / warm enough.

2There’s too much / too many sugar in my coffee now – it’s disgusting!

3I’m sorry, I haven’t got enough milk / milk enough to make coffee for everyone.

4You’re driving too much / too slowly – we won’t get to the airport on time!

5You aren’t speaking enough clearly / clearly enough. I can’t understand you.

6There are too many / too much cars in London these days. The traffi c’s always terrible!

7You’re walking too much quickly / too quickly for me. I can’t walk as fast as you.

8My fl at isn’t enough big / big enough to have a birthday party for all my friends.

2 VOCABULARY Noun formation

1

a Complete the crossword puzzle.

 

 

 

 

 

2

 

3 C

H

O

I

C

E

4

 

 

 

 

 

 

5

 

 

 

 

 

 

6

 

 

 

7

 

8

 

9

 

 

 

 

 

 

 

 

 

 

 

 

10

 

Across

 

3

There isn’t much c hoice

in the little supermarket near

 

me. For example, they only have two types of bread.

5

The directors took the d

to sell the company.

8I buy books on the Internet. They’re usually d to my house within three or four days.

9

Excuse me. I’d like to make a formal c

 

 

 

about

 

the quality of the food in this hotel.

 

 

 

10

I think people should always c

 

 

in a restaurant if

 

the service is bad.

 

 

 

 

Down

 

 

 

 

 

 

 

 

 

 

1

So you’ve ordered a new phone. What colour did you

 

c

 

 

 

– black or white?

 

 

 

2

I’ve d

 

 

 

to redecorate my kitchen, so I’ve just

 

been to the shop to buy some paint.

 

 

 

4

Our hotel was really horrible. It didn’t match the

 

d

 

they gave on the Internet.

 

 

 

6

Look how many people are in the q

 

 

for the new

 

James Bond fi lm. I don’t think we’ll be able to get tickets.

7

Why has the fl ight to Rio de Janeiro been delayed by fi ve

 

hours? Can you e

 

that to me?

 

 

 

3 PRONUNCIATION Word stress

a Tick ( ) the correct stress marking for each word.

1

decision

5

explanation

 

a

decision

 

a

explanation

 

b

decision

 

b

explanation

2

enjoyment

6

delivery

 

a

enjoyment

 

a

delivery

 

b

enjoyment

 

b

delivery

3

complaint

7

describe

 

a

complaint

 

a

describe

 

b

complaint

 

b

describe

4

description

8

complain

 

a

description

 

a

complain

 

b

description

 

b

complain

b 10.2 Listen and check.

59

10CEveryday English

Can I exchange it for something else?

1 USEFUL LANGUAGE Returning goods

and making complaints

a Put the conversation in the correct order.

CUSTOMER

Good morning. Could you help me,

 

please?

SALES ASSISTANT

Yes, of course. How can I help?

CUSTOMER

Could I speak to the manager, please?

1 CUSTOMER

I’d like to return this DVD, please.

SALES ASSISTANT Do you have a receipt?

SALES ASSISTANT Would you like to exchange it for

 

something else?

SALES ASSISTANT Well, I’m terribly sorry, but we don’t

 

give refunds without a receipt.

CUSTOMER

No, I’m sorry, I don’t. It was a present

 

from my boyfriend, but I’ve already got it.

SALES ASSISTANT Yes, of course. I’ll go and get him.

CUSTOMER

No, I’d just like a refund, please.

MANAGER

What seems to be the problem?

CUSTOMER

I’d like to make a complaint.

b 10.3 Listen and check.

cPut the words in the correct order to make sentences.

1but / excuse me, / ordered / isn’t / what / this / I .

Excuse me, but this isn’t what I ordered.

2ask / right away / I’ll / that for / you / someone / to look at .

3been here / still haven’t / ordered / we’ve / but / for over an hour, / we .

4they’re / because / small / don’t / these shoes / me / fi t / a bit .

5mind / I’ve / my / I’ve decided / keep it / changed / and / to .

6to / I’d / for / exchange it / something else / like .

7please / I’d / to / this watch, / return / like .

8full refund / a / give / I’ll / you .

9hasn’t been / helpful / sales assistant / your / very .

2 PRONUNCIATION Sentence stress

a 10.5 Listen and decide where the main stress is in each question. Tick ( ) the stressed word.

1

Can you check my bill, please?

 

a

Can

b

check

2

Would you like me to give you a refund?

 

a

like

b

give

3

Did you bring your receipt with you?

 

a

bring

b

receipt

4

Where did you buy it?

 

 

 

a

Where

b

buy

5

Could you wait a moment, please?

 

a

Could

b

wait

6

Can you take our order now, please?

 

a

take

b

order

7

Can I change these jeans for another pair?

 

a

Can

b

change

8

Could you call the manager, please?

 

a

call

b

manager

d 10.4 Listen and check.

60

10DSkillsforWriting

We’re really sorry we missed it

 

READING

 

 

 

 

 

 

 

 

1

 

 

 

 

 

 

 

 

a

Read the three emails and tick ( ) the correct answers.

 

 

 

 

 

 

 

 

 

 

 

 

Email A Email B

Email C

 

1 Which email is about changing the date of a meeting?

 

 

 

 

 

 

 

 

2 Which email is about some problems with a family holiday?

 

 

 

 

 

 

 

 

3 Which email is from the parents of a very young child who was ill?

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Email A

 

 

 

 

 

 

 

 

 

Dear Mr Patterson

 

 

 

Email B

 

 

 

 

Thank you for your email of 5 September about the

Hi Jim

 

 

 

 

 

 

 

problems you had during your holiday with Turkish Sun

Just a quick message to say sorry

 

 

 

Email C

 

Tours. I am writing to apologise for putting you in a different

that we couldn’t come to your

Dear Malcolm

hotel from your friends. Unfortunately, our agents in Turkey

house for dinner last Saturday.

I’m writing to let you know that I need to

made a mistake with your booking and did not reserve

Unfortunately, our youngest

rearrange my trip to New York planned for

enough rooms at the Hotel Paradise. This is why they had

son, Jack, had a really high

next week. David Smith, our new Managing

to put your family in another hotel in the same resort.

temperature, so we couldn’t leave

Director, has just asked me to go with him to

I hope you will book a holiday with us again in the future

him with our babysitter.

Beijing on Sunday to attend a meeting with our

and we would like to offer you a 25% discount on your

Some friends of ours are coming

Chinese distributor. I’m very sorry to cancel my

next holiday with us. This is our way of apologising for the

round for lunch next Sunday so, if

trip at the last minute, but the meeting in China

problems you had.

you’re free, maybe you and Sarah

is really important.

Yours sincerely,

could join us? Let me know if you

Could we hold a meeting in New York during

Pam Webster

can come. Hope to see you on

the week of 15 May instead? Let me know if

Sunday.

 

 

 

 

Customer Services Manager, Turkish Sun Tours

 

 

 

 

you’re free to meet that week.

Love

 

 

 

 

 

 

 

 

 

 

 

 

Best wishes,

 

 

 

 

Melanie x

 

 

 

 

b

 

 

 

 

 

 

 

Amanda

Read the three emails again. Are the

 

 

 

 

 

 

 

 

 

 

 

 

 

 

sentences true or false?

 

 

 

 

 

 

 

 

 

 

 

 

 

WRITING

 

 

 

 

1 Mr Patterson didn’t stay in the same hotel as his friends.

3

 

 

 

 

2 The agents in Turkey couldn’t fi nd a hotel for Mr Patterson’s

a

 

 

 

 

 

 

 

family.

 

Read the letter from David Hurst to a hotel in

 

3 Turkish Sun Tours is going to give Mr Patterson a free holiday.

 

Sorrento. Write an email of apology from the manager

 

4 Melanie would like to invite Jim and Sarah to lunch next

 

of the hotel. Use the notes to help you.

 

Sunday.

 

 

 

 

 

 

 

 

5 Amanda wants to meet Malcolm in Beijing next week.

2 WRITING SKILLS

Formal and informal language

aRead the sentences from an email from the manager of a restaurant to an unhappy customer. Rewrite the sentences and change the words in bold to make the email more formal.

1 Hi Mrs Miller

Dear Mrs Miller

2 Thanks very much for your email of 15 June. 3 I’m writing to say sorry for the poor service you received in our restaurant last Saturday.

4 We’ve just opened the restaurant and we’ve had a few

problems fi nding experienced waiters and waitresses.

5 However, we’re working hard to improve our levels of

service and I’m confi dent that we won’t have any more

problems of this kind in the future.

6 We hope you’ll come back to our restaurant again and

we’d like to offer you a 50% discount on your next meal

with us.

7 This is our way of saying sorry for the problems you’ve had. 8 Best wishes,

th

July 2015

10

Dear Sir/Madam

Re: Problems at the Hotel Dante

I am writing to complain about the poor service I received

when I stayed at your hotel in Sorrento last week.

First, when I booked the room on the Internet I asked for

a room with a view of the sea. However, I was given a room

with a view of the car park. Secondly, the receptionist was

very rude to my wife when she had a problem with the

shower. In fact, there wasn’t enough hot water for us to

have a shower for the first two days of our stay. Finally, the

service in the restaurant was too slow. Every morning we

had to wait at least half an hour for our breakfast.

I look forward to hearing from you.

Yours faithfully David Hurst

Notes for reply to Mr Hurst

•apologise for poor service

•wrong room: problems with website?

•shower: problems with water heating system

•slow service in restaurant: three waiters ill that week

•offer a 50% discount on next visit?

UNIT 10

Reading and listening extension

1 READING

aRead the magazine article. Match the people 1–3 with the phrases a–c.

Please

turn off

 

your phones

1

Isabella

a

too diffi cult

2

Jung-ho

b

concentrate better

3

Caitlin

c

more relaxed

bRead the article again and tick ( ) the correct endings to the sentences.

1In the magazine article, three people were asked …

a what they thought about smartphones and technology.

bnot to use their smartphone for a week.

c to imagine a world without technology.

2Isabella thought that she would …

a not be involved with other people if she didn’t have her phone. b break up with her boyfriend if she didn’t have her phone.

c enjoy not having to use her phone.

3Isabella realised that …

a she didn’t have enough time to spend with her friends.

b she thought less about what other people were doing when she didn’t have her phone.

c she wasn’t talking to her friends enough.

4If Jung-ho didn’t have his phone, …

a he thought there would be serious problems with his business. b he thought he would have to work in the evenings more.

c he wouldn’t be able to make decisions.

5Caitlin didn’t want to stop using her phone because …

a she liked to use it to read about fashion. b she needed it for her job.

c she was worried that people wouldn’t call her.

cRead the article again and tick ( ) the correct people. Sometimes there is more than one possible answer.

1 Who had a better private life without a smartphone?

 

a Isabella

b Jung-ho

c

Caitlin

2Who thought they wouldn’t be able to look after something properly without their phone?

 

a

Isabella

b

Jung-ho

c

Caitlin

3

Who realised that they didn’t have to do things immediately?

 

a

Isabella

b

Jung-ho

c

Caitlin

4

Who was right to be worried about not having a phone?

 

 

a

Isabella

b

Jung-ho

c

Caitlin

5

Who realised that their social life would continue without a phone?

 

a

Isabella

b

Jung-ho

c

Caitlin

6

Who learned something positive from the experiment?

 

 

a

Isabella

b

Jung-ho

c

Caitlin

7

Who didn’t complete the experiment?

 

 

 

a

Isabella

b

Jung-ho

c

Caitlin

8

Who found not communicating was a problem for their work?

 

a

Isabella

b

Jung-ho

c

Caitlin

dWrite about what you would do if you couldn’t use your phone for a week.

•How would you communicate with friends?

•How would you feel?

•What would the advantages and disadvantages be?

In the world today, over 1 billion (1,000,000,000) people own a smartphone, and over 80% of them say that they never switch it off. We use smartphones for everything, from making phone calls to being personal fitness trainers, and with over 9,000,000 apps available, it seems that there isn’t too much that they can’t do.

But imagine if you had to live without your smartphone for a week, what would you do?

We asked three users to try.

ISABELLA, 17, STUDENT, MADRID, SPAIN

If I didn’t have my phone for a week, I wouldn’t be able to live. It’s too important to be without. That’s what

I thought. When I feel like chatting to my friends, I’ll use my phone. I even broke up with my last boyfriend using my phone. Without it I wouldn’t be able to join in with everything that’s happening. But this week I actually enjoyed not having it. I could concentrate better, I wasn’t too worried about what everyone was saying or doing and I spent more time actually talking to my friends.

JUNG-HO, 46, BUSINESSMAN, BUSAN, KOREA

I’m on my smartphone all day. If I couldn’t use it for a week, I wouldn’t be able to take care of my business. It would be a disaster. But it wasn’t. I worked more effectively when I was in the of ce, I had more time to think about everything and in the evenings I was a lot more relaxed. I realised that I could put off making decisions until I was in the of ce. It’s really changed how I work and I think the business is actually doing better now.

CAITLIN, 24, FASHION WRITER, NEW YORK CITY, USA

I write a fashion blog. If I couldn’t use my phone, I wouldn’t have a job. It’s what I do and who I am. When I nd out something, I need to pass it on, quickly. That’s why people read my blog. I tried it for a day. But it was too dif cult. I couldn’t take any photos of cool people on the streets or quickly add something to my blog when I was out at a party. I just wasn’t doing enough. It was horrible.

62

Review and extension

2 LISTENING

a 10.6 Listen to the conversation and underline the people who said these things.

1Buying something in a shop is usually more expensive than buying online.

Zuza / Haluk / No one

2When you buy online you can’t get what you buy straight away.

Zuza / Haluk / No one

3Buying clothes can be diffi cult because you cannot try them on before you buy them.

Zuza / Haluk / No one

4You cannot return something that you buy online.

Zuza / Haluk / No one

5There are sometimes problems with the delivery of things you buy online.

Zuza / Haluk / No one

6If people stopped going to shops, they would all close.

Zuza / Haluk / No one

b 10.6 Listen to the conversation again and tick ( ) the correct endings to the sentences.

1 Haluk thinks online shopping is better because …

ayou can buy things at any time of the day and it is often cheaper.

b you don’t have to leave your house and it is often cheaper.

c you don’t have to wait more than a few days and it is cheaper.

2The coat that Haluk bought recently was …

a damaged in the post. b too big for him.

c the wrong size and colour.

3The company who sold the coat …

a has given him an explanation of what happened. b has given him a refund.

c hasn’t replied to his email.

4Haluk buys books online because …

a he doesn’t like going to bookshops.

b he can find more books online than in the bookshop. c the bookshop in his town has closed.

5Zuza thinks that online shopping …

a will have an effect on shops in the future.

b has already had an effect on shops in her town. c is more fun than normal shopping.

6Which of the statements is not true?

a Zuza hopes that she will find love when she is shopping. b Zuza thinks that Haluk should stop buying things

online.

c Zuza thinks that Haluk will meet someone while he is at home.

cWrite about the advantages and disadvantages of shopping online. Include answers to these questions:

•What have you bought online?

•Why did you buy it online?

•Did you have any problems buying it online?

1 GRAMMAR

Correct the sentences.

1This table isn’t enough big for twenty people.

This table isn’t big enough for twenty people.

2He invited too much people to his party – over 100!

3If I would have a motorbike, I wouldn’t take the bus to work.

4This morning it was too cold for swim in the sea.

5I will go on a diet if I were overweight.

6If Chile would win the World Cup, he would be delighted.

2 VOCABULARY

Correct the sentences.

1Could you look at my cat while I’m on holiday?

Could you look after my cat while I’m on holiday?

2Tim isn’t here at the moment, but I can pass a message.

3There’s a very small menu in that restaurant, so the choose of food is very limited.

4It’s sad that Anna and Steven have broken down after being together for ten years.

5If you aren’t happy with your hotel, you should complaint.

6She was offered a better job, but turned it off.

3 WORDPOWER

Multi-word verbs with on

Underline the correct words to complete the sentences.

1He got / tried / kept on the shoes, but they were too big.

2I can’t go / put / get on working so much – I’m exhausted!

3It was quite dark in the restaurant, so I had to get / carry / put on my glasses to read the menu.

4I’m not sleeping well because my neighbour’s dog puts / keeps / tries on barking all night long.

5It was a really cold day, so she decided to put / try / carry on her scarf and gloves.

6Although it started raining, we decided to put / try / carry on playing tennis for another 20 minutes.

7He went back to his bedroom and tried / got / put on with his homework.

8Although they were dirty, I kept / put / went my shoes on when I went into his house.

REVIEW YOUR PROGRESS

Look again at Review your progress on p.106 of the Student’s Book. How well can you do these things now?

3 = very well 2 = well 1 = not so well

I CAN …

talk about moral dilemmas

describe problems with goods and services

return goods and make complaints

write an apology email.

63

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