T: Good! Now let's listen to a telephone conversation between the manager of Fit Products and a customer. Before listening, read through the three questions; you can also refer to the sentences in Ex 2.

Deal with Ex 2 on Page 28.

Classify the sentences from the phone call (1-12) according to the following categories:

apologizing, complaining, promising, starting or ending a call, threatening

T: The sentences are from the telephone conversation. Please classify the sentences from the phone call (1-12) according to the following categories: apologizing, complaining, promising, starting or ending a call, threatening. Please work in pairs to decide for what function is the sentence is used.

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Step V Role play

Ask students to work in pairs and have a telephone conversation about a faulty product. Before making the dialogue, learn the stages first.

T: After listening to the telephone conversation between the manager of Fit Products and a customer, you are asked to have a similar dialogue. Please follow the stages on Page 28.

You are given 8 minutes to make the dialogue. You will need to exchange roles to practice the expressions in the Chatroom. Then you will be asked to present your dialogue in front of the class.

Eight minutes later, students are asked to present their telephone conversation in front of the class.

Step VI Homework

Do Ex 5&6 in Word Power on Page 77.