Did you use them when you did the task cycle 1 and task cycle 2? What are they?

Answer the questions below. 1. What are they doing? 2. Do you like shopping? How often do you do it? 3. Can you mention the expressions that you use to buy something you want? What are they? 4. Can you mention the expressions that the seller uses to sell something? What are they? TASK Do it in a pairs. One of you will be Ashley Rose and the other is a sales assistant. Ashley: You have received a memo from Graham Clerk asking you to buy some ceramics. Choose either of the memos below and do not Task Cycle 1 95 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI read the other one. Take your information from the memo you have chosen and talk to the sales assistant do not show himher the memo. You can choose from the ceramics picture below, but the sales assistant will tell you how much they cost and anything else you want to know. You must not pay more than the amount Graham says in the memo, but try to get the best terms you can. INTERNAL MEMORANDUM TO: Ashley Rose FROM: Graham Clerk DATE: February 15, 2008 SUBJECT: Office Decoration We need some ceramics for decorating the new manager office. Can you arrange it? We need 10 beautiful ceramics in either gold or brown. The maximum amount you can spend is 600. INTERNAL MEMORANDUM TO: Ashley Rose FROM: Graham Clerk DATE: February 15, 2008 SUBJECT: Office Decoration We need some ceramics for decorating the waiting room for visitors. Can you arrange it? We need 10 beautiful ceramics in either blue or white. The maximum amount you can spend is 550 . 96 Sales assistant: Ashley Rose wants to buy some chairs from you. This is the range you have in stock. Ref C470201 Ref C396052 85 30 Available in blue white, gold, brown Ref C229432 Ref C299431 Ref C405678 66 49 59 Available in gold, red, Available in Available in white, brown grey, silver, whitesilver blue grey black You can offer 10 discount on sale of 500 or over if you think it will help you get a sale. Do not show your catalog to Ashley. She has picture of the ceramics. When you have bought and sold the chairs you want, change roles and do the simulation again using the other memo. PLANNING Each student rehearses the result: whether heshe could buy and sell the ceramics and how much he she spent and got. 97 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI REPORT Each student report hisher result in front of the class: whether heshe could buy and sell the ceramics and how much he she spent and got. TASK Work in pairs. 1. A seller should be able to give information about the things heshe sell; on the other hand, a buyer should get enough information about the things he she buy. What information should the seller gives and the buyer gets? Mention them. 2. One of you will be person A and the other is person B. Make a dialog based on this situation: PERSON A PERSON B You want to buy 45 units computer desk. Try to get the following info:  dimension height, width, depth  color  material  packing  delivery to Los Angeles  price  price discount  term of payment  guarantee You sell computer desk. Respond to person A questions:  H: 1m, W: 1.5 m, D: 0.75 m  Paint in grey  made of wood  packing : carton box  1 week  USD 250  20  Letter of credit with 50 DP  3 years Task Cycle 2 98 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI PLANNING Each pair rehearses practicing the dialog in front of the class. REPORT Each pair practices the dialog in front of the class. ANALYSIS Study the structures below: Countable Nouns and Uncountable Nouns  Countable Nouns They have a singular and a plural: A pencilthe pencil is on the table. There are seven some pencils on the table.  Uncountable Nouns They have only a singular or a plural, not both: There is a lot of furniture. There is some furniture in the room. There are some scissors on the table. The scissors are over there. Note: you can talk about individual item which are uncountable nouns by using phrases such as a piece of, a pair of, an item of. There is a pair of scissors on the table. A chair is an item of furniture. 99 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI PRACTICE Fill the blank by putting is are. 1. His idea ……… very brilliant. 2. Each of the items …….. available here. 3. Two- thirds of the food….. not clean anymore. 4. A lot of tables….. broken. 5. The shoes I bought last month….. still in a good condition. Sources: We’re in Business by Suzan Norman-1983 Successful English for Business by Susana Setyarini and Ule Sulistyo-2007 100 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI Basic Competence: At the end of the meeting the students are able to handle complaints appropriately. Indicators: At the end of the meeting the students are able to - Identify the situation of complaint. - Find out the strategies of handling complaint. - Manage complaint in a good way. - Identify the expressions of apologizing promising explaining action - Use the expressions of apologizing promising explaining action correctly. 101 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI In pairs, practice the dialog then answer the questions. Customer : I have a bone to talk with you. Cindy: Yes, Sir. What exactly is the problem, Sir? Customer : I only bought this cooker a couple of days ago, and look at it now. What do you call this? Rubbish. Cindy: Yes, and the problem, Sir? Customer: You know, your cooker will not steam as it should. In fact, it burns. I had to throw away all the food I prepared for the dinner party with my date. I’ve been waiting for the occasion for weeks. Now, your cooker seemed to ruin it. Can you imagine how upset I was? This is a completely junk. I must insist on a refund. Cindy: I’m sorry to hear that . Well, Sir. Let me have the cooker checked. It may take a minute. Will you take a seat? Customer: Sure, but I won’t stay long. I just need a refund. Cindy: Don’t worry. If the cooker has missed our quality control, then you will get a refund or replacement, whichever you choose. Y the way, how did it happen? Customer: Well. I started preparing all the ingredients early before I went to work. I put everything into the cooker and left it on to cook. I went home until 3 in the afternoon and got back to the cooker. It blew dark steam and burnt my cooking. That’s it. Cindy: I’m afraid there is a mistake in using the cooker, Sir. As in the manual, it must not be left on for longer than 3 hours. I think you have left it too long. Customer: Did anybody from your store tell me about it? Cindy: Well, Sir. We shall fix the problem, but we cannot give a refund or a replacement as this is not a defect from production. Another thing is that we have to charge you for the repair. Will that be ok? 102 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI Customer: Do I have a choice? 1. What is the conversation about? 2. Why is the customer lodge a complaint? 3. How is the seller response toward the customer’s complaint? 4. Could the problem be solved? Why? TASK Do it in a group of four. In a business world, customer complaint is something that commonly happens. There are a lot of reasons why they do complain. But, what should you discuss, here, is how to handle complaint. List what should you do and you don’t do in handling complaint. PLANNING Each group rehearses presenting their answers in front of the class. REPORT Each group presents their answers in front of the class. Task Cycle 1 103 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI TASK Do it in pairs. Make a dialog based on this situation. One of you will be the marketing of Hedwig Art and Design Company and the others will be Mr. Miller you may change the name, the Sales Manager of Hemisphere Ltd. You get complaint from Mr. Miller. He is complaining about the wooden chair they ordered from Hedwig Art and Design Company two months ago. There are two matters, first, 28 chairs out of 100 have lighter color than the others. The chairs are dining chairs to match with the tables he ordered 5 months ago. Therefore, it will be a big problem if the color doesn’t match between the table and the chair. Second, he is mentioning about some small holes found on the wooden board. He is worried about the wood worm and has a thought that the pinholes were caused by those insects. Mr. Miller is requesting a replacement for 28 chairs and the freight is to be borne by Hedwig Art and Design Company. Furthermore he asks Hedwig Art and Design Company to pay the cost he spends to destroy or throw away the defected ones. You should managing Mr. Miller complaint as good as possible. You may either accept Mr. Miller’s requests or give the other solutions. PLANNING Each pair rehearses practicing the dialog in front of the class. REPORT Each pair practices the dialog in front of the class. Task Cycle 2 104 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI ANALYSIS

1. Look over and study the expressions below.

Apologizing o I’m sorry, madam sir. o I’m very sorry about it. o I’m extremely sorry about it. o I really must apologize. o I’m terribly sorry about it. o I’m sorry to hear that. o I’m sorry this has happened to you. o I know how you feel. o I’m sorry, Sir, this is behind my authority. Promising Explaining Action o I’ll ask someone to have a look at it. o I’ll ask someone to fix it. o I will change it. o I’ll make sure that this won’t happen to you again, Sir. o I will look at it immediately. o I’ll sort it out right now. o I’ll talk to my manager, madam. o Would you allow me to ask my manager to handle it, Sir? 2. Did you use them when you did the task cycle 2? PRACTICE Do it in pairs. Each of you will get five cards. One card contains one problem. Ask for apologizing and give promise explaining action to your friend’s complaint. Don’t forget to take turns. 105 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI Sources: English for Professional Accommodation Services by Sutanto Leo 2001 Successful English for Business by Susana Setyarini and Ule Sulistyo-2007 I’m phoning to complain about the camera I bought from you. The paper keeps crumpling in the copier. I bought some bars chocolate from your store, all of them were melted. Your company is getting a bad reputation. I washed the clothes using the machine which I bought here and it shrank . I’m calling to complain about the overcharge on the last invoice. The air conditioner didn’t work. The picture in the monitor is not clear, even cannot be seen. Your delivery service is so terrible. I ordered 40 items, but you just sent 35 items. 106 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI Basic Competence: At the end of the meeting the students are able to do an overseas business trip. Indicators: At the end of the meeting the students are able to - Find information related to business trip. - Find information related to travel arrangement and hotel reservation. - Reserve a ticket and reserve a hotel. - Identify the way to ask politely. - Use the polite way to ask appropriately. 107 PLAGIAT MERUPAKAN TINDAKAN TIDAK TERPUJI