Appendix 1: Answer Keys

39 Chapter 4: Answer Key


Focus questions


Situations Very casual Casual Serious
You are in the lunchroom at work. You and your co- workers are discussing last night’s hockey game. X
You are making small talk with a group of colleagues before a meeting. X
You are at a meeting in the workplace. X
You are making small talk with a customer or a client. X
You are talking to a customer or a client about a concern he/she has. X


After you read


  1. c
  2. a
  3. b
  4. c
  5. crossed arms/crossing your arms
  6. b
  7. a
  8. a
  9. a




a) confirm     check the facts

b) follow up      to take appropriate future action about something

c) maintain     continue to do something


a) hostility

b) handle

c) complaints

d) apologized

e) sincere

f) confirm

g) regret

h) sympathize


a) Handle a complaint effectively

b) Sympathize with customers

c) Confirm your understanding

d) Apologize for inconvenience


  1. a) experience b) handle (The order does not )

Reading progress check


  1. a
  2. b
  3. b
  4. a
  5. c


considerate (construction hours) thinks about others and is careful not to inconvenience others
remain (alternative parking) continue to be the same; to stay
impact (impact on traffic) have an effect or influence
unaffected (CDN Malls hours) showing no changes
valued (CDN Malls hours) important
concern (CDN Malls contact) worry; anxiety


After you listen

Listening 1: Comprehension

  1. a
  2. c
  3. c
  4. b
  5. a
  6. Two
  7. a

Listening 2: Comprehension

  1. b
  2. To buy her brother a present
  3. b
  4. a
  5. There were no signs. /There was no information.
  6. b

Listening progress check

After you listen


  1. “Before you go”
  2. b
  3. c
  4. a
  5. a
  6. a


Word/phrase Meaning
sympathized showed concern
situation events or actions that are happening at a specific time and place
handle to manage a problem or a situation
reassure to remove doubt or fear
feedback information about a person’s performance


The context

  1. Email “c” is the most appropriate.

The content


Expressing a positive message Expressing an apology Expressing thanks
We have attached a full refund for … We sincerely

apologize for …

Thank you for …
We have arranged for the__________ you


Please accept our apologies … We appreciate …
We will do

everything we can to …

We are sorry that … We are grateful for …
Your satisfaction is important to us. I must apologize for … We would like to thank you for …
Please accept our invitation to … We regret that …
We would like to offer …


Pronunciation 2

If a customer/ has taken the time/ to come to the Guest Services Desk/ to make a complaint,/ then he / or she is really upset./The customer / wants to know / that you are interested / in what he / or she is saying / and that you are actively listening / to the complaint. / Be polite /and listen carefully./ Make eye contact / and maintain an open posture/ when speaking to the customer./ Avoid crossing your arms / as this can be seen / as a sign of hostility. / Confirm the information / that the customer is giving you / to make sure / you have the facts. /Speaking Practice

Speaking practice

Listening 2 Transcript


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