6uruado

palsanbar uorleuro+ur panra)al lou seq :aoessal^ asn pue'u

(qooqr5 abenbuel yoduaneq) Jaurnl ueJl :lle) 6uturnlar uosJad
aOessaur a$
qllus Plel :palle) oq^ uos.lad 'z aqi pue uq
aLll lP anEU
"'
ute6e ua\oJq s1 wa1sis 6u4eaq mau nofi yelfi pe] aq1 6urpte6at aql JenI
a5esseu noi 7o6 1 '1pt nofi durutnyu fiuedwo2 6uqeag Prtus)
eqt wo4 seuoLl! xalv s! slql'pJeilod fiuuay rc4 aOessaut e q slqt'H alrletl
aql
uals[s 6urleaq nnau :a6essay1
urebe ua)orq
(6ur1eep lerlua)) seuoql xolv :lle) 6ururnlar uosrod
pJellod [uual :palle) oq^ uosJad 'L
pasn pb o1
'no[.rorr auop sr auo ]sJr] aql 'S-[ 6urneq
sorJeuo)s ur a;doad aql o1aOessatu .rno{ burrnpoJ}ur o)rperd 'rauued e q}!M o1 lueuodur q
a6en6rq
o1
ro1 sr abessau aq] oqnn fes ') aql io
6ur;;er are nor( {qan pue '(}uena;er urorl a;e no{ araqm 'ore noI oqnn [es 'q llr^ [[ pue9
11) a:rl:erd aar
panra)al nof a6essa. aq] abpa;nnou1:e 'e aql'
eq
'[fuanrlap aq] q]rm uralqord aqll 6urpre6a.r a6essaur .rno[ 1ob I 'E
abenOuq
-**- -'lle) rno[ 6uru;n1ar ary] urorl [{an;a))t4 lutarpuv] sl slql 'Z roj+rp llr/'^
[6ur1:n.r1 asn no{
'ItttC raq]eaH] rotr ebessau e sr snll iollaH 'I
-*
')-e ut uIV\oL{s 6u;neq
sasn Jtaq}
ol uraq] q)lel '1;e> {ldar auoqdagal e }o Ue}s aq} }e auro) plnoM €-L sa)ua}uos V

suotlnlos 6ullsa66ns pue 'sulolqoJd +o asne) aLlI 6u!uleldxe

'6urzr6o1ode'seOessorlt 6ur:npol]ul :6urplrnq a6en6uel t
llrnn a^ 'lrun srql ul .
'slureldLuo: o1 6urpuodsar uo snlo]
lpnn altn 'f | ]rufl ul
'slsanbar o1 6urpuodsar uo snro+ o
'pazrue6ro-1;am pue Jeal) sr leql raMSUe ue 6urprnord pue '{1r;eurol
+o lanal par.rol aq] 6ursn 'Ienn a;qelrns e ur )se1 aLll qllnn 6ur;eap uo paro)s aQ lpM nol r
'll qtlan 6urleap 1o {ean e asodord pue ualqord aq} aztu6o:ar
no{ anoqs }snu no{'asuodsar rno{ u; 'esuodser ue>1ods rno{ anr6 o} spuolas Qg aAeQ nol o
'uaar)s aql uo ual se .readde ]ou seop 1r pue 'aruo a6essau; aql Jeaq {1uo
1;rnn no1 .
llrm no{
'a6essau aq] o1 asuodser e aredard ol spuolas 69 uenr6 aq uaql o
t
p .ror.{}!a a)eu,r^ iare) eqj 'abessauu a:ron euoqdara} e .reaq l?rl:i}il .
'n|:fl':i
',H
uollsan[ pe1 6u;4eadg
Ol,
LE-8Zdd rat aldues -+
lsol aql u!

slutelduo) oI 6ulpuodsau :sn)oJ v

 oI uor]sano ]solEuHeads I s ]lun OL

:le) s,Jatlolsn) e paoeuep rno^ qll/\A Ja^llp ))nrl v 's

^uedLUo)

'sued 1upuodur auos 6urssrr.r.t selvr aJols tno[ ut p;os 6utq1auo5 'V

'apnr fuan senn fiuedtuor rno[ ut uosladseles P ]eq] sullel) Jatlo]sn) aql '€

'alel )aaM auo rapJo ue paranrlap [ueduo: lnol 'Z

'll!q e uo aueu s,laulolsn) e pa;;adsstu no1 'L

ii-t*lrps
-' ..'.:,;o1r !?E [q,4q*r",+oaere.11164.no$e{ou,dterc1.u1*j

:: rii-;_ --r r,..,:rJ ii

:,,i:,1:,:::::-::::::::,...;:::'.'': ':", :') : .::' '

'uenr6 sase.rqd aql asn 's-l sualqo.rd lnoqe sar6o;ode Jelrurs a)el o

?JAtS {;alerrdo:dde
passorppe 6uraq st
:saJols s,{ueduo: rno{ 1o auo ut pnpo.rd antpa+ap e lqbnoq Jatuo}sn) V 'Z
uorlPnlrs roql a)rl laa]
uraql dlaq o1 ualqord
ytq noA uo ale$Mt aq] lnoqe funs fuaa ute 1 s,JallPl oql azrJeururns
:Jaurolsn) e o+ lllq e uo a)elslu e apeu no^ 'I pue ,{6o1ode ue a)elA

'azr6olode uralqord s,Jolle)

aql azluEorag
o] pasn are ]eqt saselqd aql EuiilSFuR 'Z pue 1 sa;duexa peag '1ute;duo) aql
a6pa;anou1)e pue ralle) aq] o1 azr6o;ode plnoqs nor( 'uot1:npoJlut aql raUV )
papun+al lrsodap sluelvr :abesseyl
(la^e[ Z o] V) uaaJg arlreq) :;1e: buturn]al uosJod
uosduroql [poga61 :palle] oqlvr uosJod 'S

alrl rool+ a;dr.ues oql q)leu l,usaop Jool+ +o .to;or :e6essay1

(6ur.roog1 lernleN) uoslrA fpuy :;;e> 6uturnlar uosrad
puelrel)N ralad rpallP) oq^,\ uosJad 'v
pre) )ueq 1so; :abessayll
(Iueg lsn{) alosraq}o6 uef rlle) 6utulnlal uosJad
surnS llrA :palle) oq/\/\ uosJad 'E
 o[ uor]sano ]sal Eulleads Is uun

'aa{o1dua
laloq lo 1a6eueu.r
lueq'aar{oldua
alor Jno^ 'p arolqooq'6'a
'asuodsal rno{ ur {e;d
o1 pasoddns ere noI
alor aq] o1 se aEessau.r
(senssr Jaqlo Jo 'saurlpeap 'auJ!l'6'e) suotltpuot ;etrad5 ') auoqdalal aq1
ur sanll reaLl llm no^
l{e;d o1
1ure1duo3 'q
pasoddns ere nor(
alor aql oulluraloo
lueure;dulo) eql rto aUIPN 'e

'gt ]uawuede ut ptol '(sansst iaqlo

uLlof s! slt4l 'lot e s4ueLl! fiepo1 Jo erc) ualq aq ol sn4t paau ro 'saurlpeap 'aulrl)
fipat I 'slt# noqe op o7 6uto6 ate nofi Teqm lAou4 au pl qlr^^ ]leop aq o1 psau

pue ryeq eu ilq ppo nol g y aleoatdde pl pue 'utalqotd e lPr.l] suorlrpuo: ;errads
Iue pue'uagqord aqi
fi1eat s! sltlt'4JoM ol ob 1 arclaq Mo)routoJ y paau llayugap 'aueu Euorad aq1
ttyvt t puv >p@ ol JeJelA paeu t pue 's6utql pue saq1olt iu 6urpn;:ur 'asuodse.r
.4seM ol 1oB aa,1 pue 'taraoqs e illel oi paau I lu.oN 'paddols a aldu"ro: e aleur ol
s,lt Mo.J lnq lno a.un ilq aEU e pue 'de| aql uo pautnl jsnf 1 paau nor{ uor}euro}ur
'6u14tom aq o, ureas ],usoop wauuede iu ut )aleln aq pq] {a1 aq1 1no 1:rd 1snlu
puttou 1sn[ anl 'uafsll 'gt ]uauuede ut ptol ut4of s!sltlt'!H no{ os 'aruo aOessau.r
aql Jeaq r{;uo ;1nn no1
(lsa1 lenpe aq1 uo umoqs aq 1ou lllm slq]) lure;dulor aql +o 1dr.r>sue4 uolleurolu!
'p-e uorleuJ.rorrur 6urssru aql a1a;dtuor pue rtal aql rol ua$!l
lureldu.ro> e 1o 1dr.r>sueJ1 eql peal pue uolsr-l 'uorleurJo+ur Ia1 .raqtraurar pue
Jo+ ualsrl nofi 1eq1]ueuodulr sr 1r 'a6essaur euoqda;e] er.l] JeaLl noA ueqry1 11t V

asuodsal Jno^ 6urzrue6Jo pue 'uorleur6eull

Jno^ 6ursn 'uorleur.rorrur Jo+ Ourualsrl :lrpel lsal Z
^aI
rauued rnof qlrnn sJaMsue eredurol :dn mo1p1

,v

'€
,Z

.L

'g urorl ploq ul seserqd eql ,to auos asn 'g ul S-l
sua;qo.rd ro+ pexr+ aq llllrn ue;qord eql ueLlM Eurlels so)uoluas relruts a)p6
 Br} Listen to three more complaints and note the same information.
"t.
in the
a. Name of the complainant
time
inagination
of an
b. Complaint
about
foblem
Then think
to the c. Special conditions (e.g. time, deadlines, or other issues)

d. Your role

2.

a. Name of the complainant

b. Complaint

c. Special conditions (e.g. time, deadlines, or other issues)

d. Your role

3.

a. Name of the complainant

b. Complaint

c. Special conditions (e.9. time, deadlines, or other issues)

d. Your role

Unit 5 | Speaking Test Question 10 73

 C Match complaints 'l-5 with an explanation a-e and a solution f-j.
Always give a
solution
Question '10 is called
Propose a solution,
so it is very important
to include a solution
in your answer. Even
if you don't
understand the whole
message, listen for
the complaint and
think of a solution. lt
will help if you
practice thinking of
solutions.
74 Unit 5 | Speaking Test Question
Complaints
1. The train was very late and I arrived one hour after my interview was due'
to begin.
2. -
The store was closed before the time advertised, so we couldn't buy what
we needed
3. The computer we bought was missing a cable, so we haven't been able to
use it.
4. The waiter wouldn't allow us in the restaurant with our children, so we
had to go home.
5. The new DVD we bought didn't work when we tried it. My children were
very disappointed.
Explanations
a. l'm afraid it could have been damaged during delivery.
b. I believe there have been a few problems with the packing department
recently.
c. lt seems that there was a problem with the engine, causing the train to
delayed.
d. l'm afraid the power went out, so we were forced to close early.
e. The waiter appears to have misunderstood our policy.
Solutions
f. We'd like to send you the missing cable by courier today.
g. l'd like to offer you a replacement DVD. we will courier it to your home
immediately.
h. Because this is our mistake, we would like to offer you and your family a
free meal this weekend.
i. We have fixed the problem and bought a new generator, so this problem
should never force us to close early again.
j We're going to change the system to make sure each train has at least two
drivers who are trained mechanics, so this problem shouldn't happen again
To compensate you for your inconvenience, we would like to offer you a
free monthly pass.
With a partner, think of explanations and solutions for complaints 1-3 in B.
't.
3.
10
 Read steps 1-5 explaining how to organize a typical response. Match example
sentences a-f below to the appropriate step.
lhderstand the
rganization of '1. Polite greeting Gonfirming names
!6*ralcomplaint Greet the person using their name and introduce yourself and your
Glponses position (if appropriate).
&ri:e complaint
rmonses usually e.o.
.|tr:r
o,t,a set pattern. lf
mr- <now this
2. Reason why you are calling
lir,fe!'n, you can build Say that you got their message and give a short summary of the problem.
a::mplete and
mnropriate response
e.g. **-*
nui of short, and
teronably simple,
3. Apology/Sympathetic response
)
Say you are sorry to hear about the problem.
"ir6n
e.g.-
ffi
hr can use a fake 4. Explanation of problem and its cause
pne and Use your imagination to think of a possible explanation of what happened,
dnpany and why.
'll',ou don't Want to e.o.
,5e your own name,
#r:u can memorize a 5. Your solution (and financial benefit if appropriate)
?l<e one like Johnl Use your imagination to think of a way to fix the problem and say when
Wry Smith. Also to
it will be fixed. Or offer financial benefit as compensation (e.9. one month
Ia,€ time thinking of
n:ompany name, you free; a discount).
=r- always use e.o.
acnething like ABC.
6. Sincerest apologies
Finish the conversation with an apology phrase.
Ite your e'9.*-
-nagination
d:r- must use your a. We're sending someone out this afternoon to repair the pipes.
n"agination to think b. l'm really sorry to hear that your water has stopped.
r cossible causes and c. I received your message about the water problem in your apartment.
5c'.rtions to the
:r"blem. Try to d. Hello. This is a message for Mr. Lord. This is John Smith from ABC Building
e",iember similar Management returning your call.
s:iations that you. e. Once again, I am very sorry for any inconvenience this has caused.
1c,'ir friends or family
*ay have experienced
f. lt seems that the cold weather last night caused your water pipes to freeze.
:n something similar
r€,:r nldy have seen on

Unit 5 | Speaking Test Question 10 75

 J-l Listen to the three complaints in B again. Choose one of the com
and make responses to those problems. Use the notes you made'in B and
Use the headings 1-5 in E as a checklist.

Follow up: Read your response to your partner. ln pairs, make similar
for the other problems.

B Tactic practice
Z Listen carefully for a () to complaints 'l-4.
key information ^ Listen
(name, problem,
special conditions). Use the Test tactics you have practiced to complete the following
Follow the steps in the Test technique. After each step, compare answers
a Determine what your partner.
your role is.
't.
a Use the
preparation time a. Name of the complainant
to brainstorm
possible causes of
the problem, and
your solution.
b. Complaint

-a Follow a model:
. greeting c. Special conditions (e.9. time, deadlines, or other issues)
. reason for call
. initial apology
. explanation
o solution d. Your role
. final apology

2.

a. Name of the complainant

b. Complaint

c. Special conditions (e.9. time, deadlines, or other issues)

d. Your role

76 Unit 5 | Speaking Test Question 10

 3.

a. Name of the complainant

b. Complaint

c. Special conditions (e.9. time, deadlines, or other issues)

d. Your role

4.

a. Name of the complainant

b. Complaint

c. Special conditions (e.9. time, deadlines, or other issues)

d. Your role

B Take turns making your responses. ln each response, be sure to recognize the
caller's problem, and propose a way of dealing with it.

f) Using natural English

ln natural spoken English, sounds are sometimes changed, combined, or dropped. Listen to a
native speaker Saying the following sentences and write in the words they say.

l'm very sorry about the mistake in _ bill.

This is Alex Thomas, returning _ call.
I got _ message regarding the problem.

Check your answers in the Key on page 15.

Listen again and practice these sentences with the correct sound and rhythm.

Unit 5 | Speaking Test Question 10 77

 C Mini-test
Now apply the Test tactics to draft an outline for the following question.
the recommended test time for Question 10.
Question 10:
Propose a solution

Question 10: ProPose a solution

Directions: ln this part of the test, you will be presented with a problem and
asked to propose a solution.

You will have 30 seconds to prepare. Then you will have 60 seconds to speak.

ln your response, be sure to

. show that you recognize the problem, and
. propose a way of dealing with the problem.

{^l Listen to the message.

ln your response, be sure to

o show that you recognize the problem, and
. propose a way of dealing with the problem.

00:00:00

78 Unit 5 | Speaking Test Question 10