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Unit 4
Is There Any Problem?
1.See the picture below. Ask students to see the picture and ask them to tell about the picture. Then, ask students to tell
their experiences about handling complaints by answering the questions beside the picture.
1. Read the conversation below with your friend. Then, answer the following questions.
Ask students to read the conversation in pairs and answer the questions under the conversation. Give students twice or three times to practice the conversation. Ask them whether
they have difficulty in pronouncing some words or whether they do not know the meaning of some words in the conversation.
Do you have any experience in handling complaints? How do you respond to the complaints?
Mr. Smith : Good morning...
Bu Ana : Good morning Sir, Is there anything I can do for you?
Mr. Smith : I want to buy four tickets please.
Bu Ana : Alright Sir, please wait for a moment. Here are the tickets, Sir.
Mr. Smith : How much should I pay for the tickets?
Bu Ana : A ticket costs 13, so the total price is 64 Sir.
Mr. Smith : It is expensive. My friend from Jakarta said that the price is only Rp 35.000.
Bu Ana : The price for local tourists is different from the price for international tourists Sir.
Real World : Handling complaint A pologizing
A. Let’s Get Started
B.Let’s Experience
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a. What does Mr. Smith complain about? b. Why is the price for international tourists different than local tourists?
2.
Matching Activities Match the English words with the meaning in Bahasa Indonesia.
Ask students to match the English words with the meaning in Bahasa Indonesia. They can draw a line from the English word to the meaning in Bahasa Indonesia.
Handle Tax
Policy Check
Report Suggestion
Pay Keluhan
Mengatasi Membayar
Peraturan Memeriksa
Laporan Pajak
Saran Complaint
Mr. Smith : But why is it different?
Bu Ana : It is because of the facilities that we provide Sir. You can use all facilities in
Prambanan Park and you don’t need to pay more. Whereas the local tourists must pay more if they want to use some of the facilities here.
Mr. Smith : What kind of facilities can I get here?
Bu Ana : First, you will get welcome drink. Then you can use your Smart Card to watch
the movie in Audio Visual Museum. You are also free to ride by minitrain and use the restroom.
Mr. Smith : How about the Indonesian tourists?
Bu Ana : They have to pay more if they want to watch the movie or ride the minitrain.
Mr. Smith : Oh..., I see. But I still considered the price is expensive.
Bu Ana : Well, for you information, other countries such as Thailand also do the same
thing. They also make the price for international tourists higher than the local tourists.
Mr. Smith : Really?
Bu Ana : Yes Sir. Moreover, Indonesian has paid more for the taxes.
Mr. Smith : Oh..., I understand now. I am so sorry...
Bu Ana : Never mind Sir... Here are the tickets and the Smart Cards Sir.
Mr. Smith : Thank you so much.
Bu Ana : You are welcome, Sir.
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1. Practice saying the expressions below
