UNIT 1a. MAKING COMPLAINTS. ACTIVITY 5

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Page 9 Activity 5 

UNIT 1a MAKING COMPLAINTS. ACTIVITY 4

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Pg 8 Act 4 Conv 3

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 MANAGER: Hello, City Hospital, complaints manager. How can I help you?
KEN:           It's Ken Jensen here. I want to make a complaint about one of the staff in the emergency room.
MANAGER: OK, Mr. Jensen, tell me what happened, please
KEN:           I went to the hospital because I had a serious stomach infection, you see.
MANAGER: Go on...
KEN:           So I told one of the doctors I was in severe pain, and all he did was tell me to take a seat and wait for my turn.
MANAGER: Oh...
KEN:           On one hand that was rude, and on the other it was negligent, too!
MANAGER: I agree. That's not good.
KEN:           Furthermore, I had to wait for almost three hours before I was attended to!
MANAGER: Do you know the doctor's name?
KEN:           It's Thompson. I think he's totally incompetent. I mean doctors should listen to their patients, righ?
MANAGER: Of course, and I'm very sorry about this, Mr.Jensen. We'll look into your complaint, and if we need any more information, we'll get back in touch.
KEN:           Whatever. That's the last time I'll ever be coming to your hospital.
MANAGER: That's undestandable, sir, but I can assure you not all our staff are like that.
KEN:           OK, then. Thank you for your listening, al least. Good-bye.
MANAGER: Good-bye, Mr. Jensen

UNIT 1a MAKING COMPLAINTS. ACTIVITY 3

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Pg7 Act 4 Conv 3

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MANAGER: How can I help you?
SARAH: I want to complain about a member of your staff, the woman who delivers the test results.
MANAGER: Oh! OK. Please tell me what happened.
SARAH: Well, she was very rude when I asked her for the results of my blood test.
MANAGER: How so?
SARAH: First, she said the results weren't ready, and it was only when I insisted that she went to look for them. And she interrupted me all the time.
MANAGER: I see
SARAH: Then when I arrived home and opened the envelope, they were somebody else's results.
MANAGER: Oh, that's not good at all. I do apologize
SARAH: Would you please make sure I get my test results today? Ah, and you can ask you staff not to be so rude, too.
MANAGER: Yes, I promise it won't happen again. I'll go and get the results right now
SARAH: OK, thak you very much

UNIT 1a. MAKING COMPLAINTS. ACTIVITY 2

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Pg 6 Act 2 Tack 2

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SARAH:  Good morning, miss... Miss?
CLERCK: Yes.
SARAH:  I'm here to pick up the results of my blood test. My name's Sarah Smith
CLERK:  They're not ready yet.
SARAH:  Oh! Well. Could you check? I was told to pick them up today and...
CLERK:  Madam, I said they are not ready yet.
SARAH:  Look. Please, I really need those test results today. Could you at least take a look?
CLERK:  Yeah, whatever. Oh, here they are.
SARAH   See?
CLERK:  Calm down, lady. There's no need to make a fuss.
SARAH:  A fuss? If you knew how to do you job, I wouldn't need to make a fuss! What did you expect?

UNIT 1a MAKING COMPLAINTS. ACTIVITY 1.

In this unit we'll learn about complaints, but...

What is a complaint?

Click in the link below. Listen to the conversations and check your predictions in  Excercise1, page 5.



Unit 1a. Page 5. Ejercise 1

Check the dialogue script.
Unit  1a.   Track 1.

NARRATOR: Conversation 1.
DR. SOLIS: Redford Clinic, good morning.
MAN: Hello, Dr. Solis? It's Michael Taylor.
DR. SOLIS: Hello Michael. How are you?
MAN: Not too well. Doctor Solis. In fact, I'm calling to complain about the service I recived at your clinic.
DR. SOLIS: Oh! Please tell me what happened.
MAN: Well, last week I had an appointment with Dr. Lee, you know, the other dentist?
DR. SOLIS: Sure.
MAN: And I told him I had a terrible pain in one of my teeth. So he checked the tooth and said it was in perfect conditions. But obviously he was wrong because now I have an abscess, and I can't...


NARRATOR: Conversation 2.
MR. SÁNCHEZ: Come in, please.
MOTHER: Mr. Sánchez, excuse me for interrupting, but this is important.
MR. SÁNCHEZ: No problem. Please, take a seat. How can I help you?
MOTHER: Well, I'm afraid one of your doctors is not doing her job properly.
MR. SÁNCHEZ: Oh, which one? What did she do?
MOTHER: It's Dr. Powell.. Marcela, can you explain what happened to Mr. Sánchez?
PATIENT: Yes, I'm allergic to penicillin, you see. If the doctor had read my medical history carefuly, she would have known that. I trusted her and took the pils she gave me, and then I had an allergic reaction and had to go to the ER. It was a terrible...


NARRATOR: Conversation 3.
PATIENT: Nurse, I was supposed to see the doctor at eight o'clock, and it's eight forty-five aready.
NURSE: I'm sorry, sir, but the doctor will see you as soon as he...
PATIENT: No, no, no. I always have to wait a long time. And I always miss classes because the doctor's behind schedule. He should show more respect to his patients. It's not right that...


NARRATOR: CONVERSATION 4
FATHER: Hello...
BOY: Dad, it's me.
FATHER: Dave, what's up?
BOY: Well, I twisted my ankle playing football.
FATHER: Oh, no! Are you OK?
BOY: Yeah, yeah. I'm fine now. The gym teacher took me to the clinic downtown. The problem is that the doctor hasn't told me when I can go home. He's been very rude to me. Whenever I ask him if I can go, he says he will only talk to you and walks away. The nurse let me call you. Can you come and get me?
FATHER: Of course I can, and I will also speak to the hospital manager. Wait right there.

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