It's all about connecting the dots

横店大学口语课(Mar. 9, 2015)



Customer Complaints

customer (noun)- the client, purchaser, the person or business who pays for a service or product which you supply.

service (noun)- work done by a company or person which benefits another.

complain (verb)- to find a problem, to express displeasure.

apologise/spologize (verb)- to say sorry.

Dealing with complaints

Dealing with complaints is a 4 stage process. It is important that you work through the 4 stages. Use the example sentences below when dealing with a complaint.

1. Apologising

I’m sorry …

I’s sorry to hear that …

I apologise …

I apologise for the problem …

I apologise for the inconvenience …

My apologies …

2. Asking for more specific information

Please tell me what the problem is …

Please tell me exactly what has happened.

3. Take Action

I will send someone to take care of/fix/resolve it.

We will send the correct order tomorrow.

Let me check and see what happened.

I don’t know what happened, but I will get back with you later today.

4. Check Back

Ms. Chen, did everything work out to your satisfaction?

I wanted to see if the problem has been resolved?

Did everything work out okay?

Did you get what you needed/wanted?


Write 2 complaints from your customers, which you might typically receive in your role with the Hengdian Group.

Complaint 1: Our customer said the gross weight of goods they received was different from the weight they weighed. Would you please gie an explanation?

Complaint 2: The Food and Drug Administration asked us to submit the registration document to them before April, now the date is coming, why has’t you mailed any document to us?


笔记(从别人口中听到但不知道是什么意思的单词):firework [‘faɪəwɜːk]  (noun)- 烟火;激烈情绪 (usually plural) a device with an explosive that burns at a low rate and with colored flames; can be used to illuminate areas or send signals etc.



Nobody’s born smart. We all start at zero. Can’t talk, can’t walk, certainly can’t do algebra. Adding, reading, writing, riding a bike, nobody’s good at anything first. There was a time when Einstein couldn’t count to 10, and Shakespeare had to learn his ABC’s just like the rest of us. Thankfully, we’re born to learn. Slowly, surely, you stumble slip, crawl, fall, fail and fall, frustrating, confusing, trying, struggling, until one day, you walk. One foot in front of the other, one idea on top the next. Each wrong answer making your brain a little bit stronger. Failing is just another word for growing. But you keep going. This is learning. Knowing that you’ll get it even if you haven’t gotten it, yet. Because the most beautiful, concepts in the whole universe are built on basic ideas that anyone can learn, andy one can understand. Whoever you are, wherever you are, you only have to know one thing: You can learn anything.



algebra [‘ældʒɪbrə]

  • n. 代数学 the mathematics of generalized arithmetical operations

arithmetical [,æriθ’metikəl]

  • adj. 算术的;算术上的 relating to or involving arithmetic

stumble [‘stʌmbl]

  • vi. 踌躇,蹒跚;失足;犯错
  • vt. 使…困惑;使…绊倒
  • n. 绊倒;蹒跚而行
  • V-I If you stumble, you put your foot down awkwardly while you are walking or running and nearly fall over.
  • N-COUNT Stumbe is also a noun.

Confusing /kənˈfjuːzɪŋ/

  • ADJ Something that is confusing makes it difficult for people to know exactly what is happening or what to do.
  • e.g. The statement is really confusing.

Concept [‘kɒnsept] N-COUNT A concept is an idea or abstract principle. 概念;观念


Using English Movies/T.V. To Improve English Speaking and Listening Skills

subtitles (noun)- record of dialogue appearing on screen with audio.

audio (noun)- recorded sound

simultaneous (adjective)- at the same time

slang (noun)- words associated with particular goups – teenagers, construction workers, criminals

colloquialism – a word of phrase used in informal language.

idioms – language that cannot be interpreted from its interal meaning.


subtitle /ˈsʌbˌtaɪtəl/

  • N-COUNT The subtitle of a piece of writing is a second title which is often longer and explains more than the main title.副标题
  • N-PLURAL Subtitles are a printed translation of words of a foreigh film that are shown at the bottom of the picture.(电影的)字幕
  • V-T If you say how a book or play is subtitled, you say what its subtitle is.给……加副标题

audio /ˈɔːdɪˌəʊ/

  • ADJ Audio equipment is used for recording and reproducing sound.录音的

simultaneous /ˌsɪməlˈteɪnɪəs/

  • ADJ Things which are simultaneous happen or exist at the same time.同时的
  • ADV simultaneously同时地
  • e.g. the simultaneous release of the book and the CD
  • e.g. The two guns fired almost simultaneously.

slang /slæŋ/

  • N-UNCOUNT Slang consists of words, expressions, and meanings that are informal and are used by people who know each other very well or who have the same interests.俚语;行话

colloquialism /kəˈləʊkwɪəˌlɪzəm/

  • N-COUNT A colloquialism is a colloquial word or phrase.口语;白话

idiom /ˈɪdɪəm/

  • N-COUNT An idiom is a group of words that have a different meaning when used together from the one they would have if you took the meaning of each word separately.习语



Numerous research has been carried out into the use of subtitles with video and audio to improve English language abilities. The majority of studies report  that exposing students to video, text (subtitles) and English audio simultaneously, is an effective language learning method.

English or Chinese subtitles?

Research by Bird and Williams (2002) demonstrated that the greatest improvements in English language abilities are seen in those students who combine English subtitles with English audio. Researchers observed that using Chinese subtitles with English audio took students’ attention away from listening to the audio, instead they found themselves only focusing on the Chinese subtitles.

Benefits of this technique

  • It allows students to examine word order and sentence structures.
  • It exposes students to a ‘real’ language environment, filled with colloquialisms, slang and idioms.
  • Helps with pronunciation and new word acquisition.
  • Is more fun and interesting than traditiional study methods.


pronunciation /prəˌnʌnsɪˈeɪʃən/

  • N-VAR The pronuciation of a word or language is the way it is pronounced.发音

acquisition /ˌækwɪˈzɪʃən/

  • N-VAR If a company or business person makes an acquisition, they buy another company or part of a company.收购
  • N-COUNT If you make an acquisition, you buy or obtain something, often to add to things that you already have.获得
  • N-UNCOUNT The acquisition of a skill or a particular type of knowledge is the process of learning it or developing it.习得


There are hundreds of English language shows avaiable on Youku which you can stream or download. Choose a show that you are interested in and that you look forward to watching. Choose a show that you are interested in and that you look forward to watching.

N.B. Be ware that British English and American English are quite different. If you are more familiar with the American accent it may take some time for you to get used to the British accent. Try to watch British and American English shows, also, don’t forget about Australian English! The accens are quite different. It is a good idea to practice listening to a whole range of accents.

  • Sherlock (British English)
  • Black Sails (British English)
  • Misfits (British English- lots of slang and idioms. Shwo is popular with teenagers)
  • The Walking Dead (American English)
  • Downton Abbey (British English)

Business Idioms

Idioms are phrases which cannot be understood by their literal meaning.

They are very common in English and particulary difficult to master.

at a premium

at a high price; at a relatively high price

‘When flat-screen televisions first came out, they were selling at a premium’.


at a premium

  • adv. of high value (usually because of scarcity) or above par value

par /pɑː/

  • PHRASE If you say that two people or things are on a par with each other, you mean that tey are equally good or bad, or equally important.与……同样
    e.g. The water park will be on a par with some of the best public swim facilities around.这个水上公园将与周围那些最好的公共游泳场所一样好。
  • N-UNCOUNT In golf, par is the number of strokes that a good player should take to get the ball into a hole or into all the holes on a particular golf course.(高尔夫球的)标准杆数
    e.g. He was five under par after the first round.第一轮过后他低于标准杆5杆
  • PHRASE If you say that someone or somethings is below par or under par, you are disappointed in them because they are below the standard you expected.低于预期标准的
    Duffy’s primitive guitar palying is well below par.达菲简单的吉他演奏水平媛媛低于预期的标准。
  • PHRASE If you say that someone or something is not up to par, you are disappointed in them because they are below the standard you expected.达到标准的
    e.g. It’s a constant struggle to try to keep them up to par.要使他们达到标准是一场持久战。
  • PHRASE If you feel below par or under par or not to par, you feel tired and unable to perform as well as you normally do.(因感到劳累而)不如平常
    e.g. After the birth of the baby she felt generally under par.

premium /ˈpriːmɪəm/

  • N-COUNT A premium is a sum of money that you pay regularly to an insurance company for an insurance policy. 保险费
    e.g. It is too early to say whether insurance premiums will be affected.保险费会不会受到影响现在判定还为时过早。
  • N-COUNT A premium is a sum of money that you have to pay for something in addition to the normal cost. 附加费
    e.g. Even if customers want “solutions,” most are not willing to pay a premium for them.即使顾客们想要“解决方案”,大部分人不愿意为此支付附加费。
  • ADJ Premium products are of a higher than usual quality and are often expensive. 高端的
    e.g. At the premium end of the market, business is booming.在市场的高端销售区,生意火暴。
  • PHRASE If something is at a premium, it is wanted or needed, but is difficult to get or achieve. 求之难得
    e.g. If space is at a premium, choose adaptable furniture that won’t fill the room.如果空间很有限,就选购不太占地方的可改装家具。
  • PHRASE If you buy or sell something at a premium, you buy or sell it at a higher price than usual, for example, because it is in short supply. 以高价 (买、卖)
    e.g. He eventually sold the shares back to the bank at a premium.他最终以高价将股票返售给了银行。


belt tightening – tightened the belt

reduction of expenses

‘When worldwide demand for software decreased, Micsoft had to do some belt-tightening’.


belt /belt/


to bite the bullet

to make a difficult or painful decision; to take a difficult step

‘When demand was down, U.S. automakers had to bite the bullet ad cut jobs’.


bite /baɪt/ 过去式bit 过去分词bitten或bit 现在分词beting

  • vt. 咬;刺痛
  • n. 咬;一口;咬伤;刺痛
  • vi. 咬;刺痛
  • abbr. 机内测试设备(BIET, Built-In Test Equipment)
  • n. (Bite)人名;(匈)比泰

bullet /ˈbʊlɪt/

  • N-COUNT A bullet is a small piece of metal with a pointed or rounded end, which is fired out of a gun. 子弹
    e.g. Two of the police fired 16 bullets each.两名警察各发射了16枚子弹。
  • PHRASE If someone bites the bullet, they accept that they have to do something unpleasant but necessary. 硬着头皮接受
    e.g. Tour operators may be forced to bite the bullet and cut prices.旅游社的经营者们不得不忍痛降价。


cash cow

a product, service, or business division that generates a lot of cash for the company, without requiring mush investment.

‘With strong sales every year and a great brand name, Mercedes is a cash cow for Daimler Chrysler.’


cash cow /kau/

  • N-COUNT In business, a cash cow is a product or investment that steadily continues to be profitable.摇钱树
    e.g. The retail division is BT’s cash cow.零售部是英国电信公司的摇钱树。


  • ABBREVIATION for British Telecom /ˈtɛlɪˌkɒm/ 英国电信公司



Task 1

Write a 2 person dialogue with your partner which includes these 4 idioms, remember if you change the tense /tɛns/ you will have to adjust forms of the verbs used in the idioms. Sh. Share your dialogue.


verb /vɜːb/

  • N-COUNT A verb is a word such as “sing,” “feel,” or “die” that is used with a subject to say what someone or something does or what happens to them, or to give information about them. 动词

sh, shh /ʃ/  =  hist /hɪst/

  • CONVENTION You can say “Shh!” to tell someone to be quiet. 嘘; 别作声

hist /hɪst/

  • INTERJ an exclamation used to attract attention or as a warning to be silent 嘘

exclamation /ˌɛkskləˈmeɪʃən/

  • N-COUNT An exclamation is a sound, word, or sentence that is spoken suddenly, loudly, or emphatically and that expresses excitement, admiration, shock, or anger. 惊叫; 感叹
    e.g. Sue gave an exclamation as we got a clear sight of the house.我们清晰地看到房子时,苏发出了一声惊叹。

emphatically /ɪmˈfætɪkəlɪ/

  • ADV If you say something emphatically, you say it in a forceful way that shows you feel very strongly about what you are saying. 断然地
    “No fast food,” she said emphatically.“不吃快餐,”她断然道。
  • ADV You use emphatically to emphasize the statement you are making. 绝对地强调
    e.g. Making people feel foolish is emphatically not my strategy.使人民感到无知绝不是我的策略。


B: Was there once a time you felt the sense of belt tightening?

G: Yes. When I just graduated from the university.

B: Why?

G: Because after graduation, I came to work in a company, and salary from the company is not paid until the second month. And food was at a premium compared with food in the university.

B: What did you do then?

G: I had to bite the bullet and borrow money from my friends.

B: What’s the cash cow of your company?

G: Some drugs and active pharmaceutical ingredients.

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文章名称:《横店大学口语课(Mar. 9, 2015)》


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