G STARTED scribe what is happening in the picture. iat do you think happens next? Think of three ideas. Ca in pal why. would you call the police? 2 Would your answer be the sare 1 kre the manSeema AU ema eg orc | 10 OR TTL eae eer SPEAKING 2 Match the activities to pieturee 1-5. a CJcriving too fast on the motorway [parking your carilegaly ¢ [taking printer paper rom work to use et home [taking a towel from a hotel ¢ Cilllegaly downloading afm trom the Internet 1) Cla Workin pairs. Which of the things inthe pictures do you think is the worst thing to do? Put the bets inorder from 1 (wort to 5 (least Ba). © Do people in your country often do these things? Which ones? LISTENING Cav Kead the text about illegal downloading. Do you saree with Philp Pllman? b Gx Listen to a radio programme about illegal downloading. Would each speaker download anything illegally? What would they download? Philip Pullman, the author ) of the famous His Dark Materials hook series, says Pee in an article that downloading illegally sues from the Internet is like stealing ced money froin souvoue's pocket. In Wie Spiker SO article, he writes that it’s wrong to s steal an artist's work. He says that © mm Listen aan at eas dss each speaker ENE people eho want t enjoy i Sa an artist's work should Ss tf Ql Which speakers 1-5 do you disagree with? have to buy it ist. Which speakers do vou feel similar to? 98www frenglish.y UNIT 10 EA VOCABULARY Multi-word verbs 2 CR What's happening in each picture below? Choose the beet thing to do next from the two phroses. GRAMMAR Second conditional 2 ©zmm cunplete tre sentences trom the listening with a verb. Listen and check. oe naire er eee eee ee [ svmawe 1 Hyou. to watch a TY programme, . eee ea [¢_ stop and lonk at the damage | euler downed aga ‘a eons i 3-11 me oor, il Bit aterards 4 wert dewnine an abvim fitter rari 5 BBE ey eranccaueter to downoad tor me if realy to see it 1b Look ot tie sentences in Sa, Choose the correct option, a or b, to complete the sentences, 1 We use the second conattional to talk about @ areal future stuation ban imagined present or future situation 2 The verb form that fllaws iis: a present tense b a past tense ‘3 The highlight verb inthe examples is 2 would + infinitive had + infinitive © DB Now go to Grammar Focus 108 on p.160_ | [= took ater = fet cat = and in ost monay tothe pais sialon + nat do anything look forthe person who droped it = ome d © Pronunciation Listen to the sentences. Notice how the vowel sounds in = = bold are pronounced ae en you nish 1 Would you vows te atoum? ‘histonight?| 2 Yes, | would er 3. No, wouldn’. $ Hwoulart demi # Uaiy tbat, 5 What would you download? @ GIBB Listen again and answer the questions about the sentences in 3d, 1 Doyou hear the lori itsilent? 2 When is mould (x moulin unsressec? Tick ¥ one oenioas [] negates [] shotanswers # LOOK at the murt-word verbs in Bold. Match them with the dictionary definitions. = But aff yar arrangemante = sayno 3 When wouldis astressed is it pronounced... ? Diwust — Dliwaas 1 {ake care of something or someone 2 decide or arange todo something at ae me {Think of two diferent ideao to complete 2 continue doing something each sentence. 4 age something to someone ina poston of authority 1 Witwasm aginst the es. AIS%EN 6B Nu gn to Vocabulary Focus 10K on p-1A0 2 tHitwasnt so expense 3. practised, EW SPEAKING g CB Compare your sentences with a @ CB Ask and answer the questions. Pa 1 Do you abays tl the truth? Why / Why not 2 Who is the most honest person you know? Why did you choose tat peso? D-Communicaton 10 How honest is your partner? Do the quiz to find out. Student a: go op. 129, Student B: goto .131. | —————————————it} HI READING AND SPEAKING 2 2 In your country, is it OK to complain in a shop? What do people complain about? aOR EL bb What are these people complaining about? Match the complaints (14) with the words in the box. service quality price delivery 1 Thi tea is nial aes re salir shop 2 bought this watch last week and its already broken, 2 ordered the rug two weeks ago, but it hasnt atved yet, 4 ve been in this queue for 20 minutes now theyre sa lon. ¢ © Have you had any similar problems to bia recently? 1d CW Road the title of the text below. Does the information surprise you? @ Read the text quickly and underline: 1 the top four nations of complainers in Euro the survey questions wat the British camplain ahout most the maximum time British people ae hapey to at the most common reason not to complain, 3 4 . ( Read the text again. Are there any things that people in your couniry wouldn't complain ebout, but the British do? Whv / Why not? WOOLEN EAGRAMMAR Quantifiers; too / not enough 2 Look at the complaints and answer the questions. The service is not good eno 31% are tuo embarrassed to complain Thete arent wna shop esis, ‘The queue sot moving quickly enaugh, ‘There are too many people inthe pool There's tan much salt on my food, 1 Which of the undesined were sy something ‘more then the right amount » less than the right amount before or ater ..? > adverbs: 2 Which word da we use attr fo with 2 b uncountable nouns b D+ Now go to Grammar Focus LOB on p.160 © Choose the correct options to complete the complaints. 1 The water was foo much too cold. 2 There were too muct/ too manyctuldren running around. The ronm wasn’t warm ennugh /enmgh wae 6 There was too / oo muct noise, so we couldn't hear eveything There weren't enough seats / seats enough for everyone. 5 Wien’ son fr larg enough / enough ina in ach place d ©® What do you think the situation was for each complaint in 2c? Europeen nation, 96% of Bish pope sld tat hey would compan ‘they recesvea poor service n @ shop. The tp four complaining nations also included the Germans, the talians and the Swedish, In the survey, shoppers across Europe were asked how often, why and non taey complain. stoppers wo don't complain were aed What do the British complain about? Tho moct common roacon Bich choppers give fr « complain ie tht the service s not good enough. Ifthere aren't enough shop assistants or the J cou ss moving qusy enough, se rein get angry. The Bt ve ‘a wellorgenised queue, When aed how lang they queue before they ] cet annoyed, they said more than fve minutos was too long. Poor quainy products, rude staff and delivery problems are also common reasons. 76% of British shoppers foe! f customers don't complain, companies can't improve Why do some choose not to complain? or the fw British peope who don't complain, 42% don't have time, 37% feel doosn't help and 24% fel too embarrassed F100THE WORLD Arecent survey has revealed the countries where people like to complain the most, 30,000 people in 30 different countries were asked the question, Have you made 2 complaint in the last 12 monthe?” LISTENING 2 2 Look at the results of an international ‘survey above. Where is your country on the list? If tts not there, where on the list do you think it would be? b GEER Listen toa radio programme about the survey. Answer the questions, 1 What to counties are the guess from? 2 Arete guests surprised by the survey esis? ¢ @EEB Listen again. Answer the questions. What two reasons does the fist quest give for wy people in her country complain mare these days? 2 Whal dows te sevuid yuest say are two advanlaues of buying things online in his county? 6 Co your county similar tothe guests counties? @ C® Work in paire. Complete the contoncee to make seven good pieces of advice. 1 Dorit wait to complain, De it___ the problem happens. 2 Be polite: choose vour words carefull and dant 3 De clear. give good of the problem, 4 Give the company a te limit. Say you want a vwthin ten cays Don't be afaid to goto the top: speak ta the or we tothe ofthe company. 6 Letters are usualy the best way to complain: you ‘can the problom in dota and aved gating to 7 Tell them how you. Say how the problem spcied your { GEM Now listen to an interview with an expert ‘on complaining. Is his advice tha sama as yours? g CD Ask and answer the questions. 1 Which advice from the listening would workin your country? Which advice woukin'? Why? 2 Is there any diferent advice you woud give toa visitor o your county if they warted to complain about sametningy OMPLAINTS AROUND Top of the list was the UK. with Sweden second and Australia [At the bottom af the lst were Savill Arahia China and Poland = = 255 www frenglish.ru TOP TEN Poe i EET ATE 28 Poland a Ee om | Trance i aT VOCABULARY Noun formation @ Complete the table with words from this lesson. complain Alver ‘explanation aece desert enjoy queve b @Em Pronunciation Listen to the words in 4a. Underline the stressed syllable in each word. © @IEED Listen again, Notice when the vowel sound changes, for example choase/a:/ choice /ol. Then listen again and repeat. d Complete the sentences with words from a. Do you have 2 good cof shops where you live? When was the last time you made a <_— ina shop? Does itannay you when you have to q____ina shop? Have you ever bought something online that was cfferent from the nen it arrives? 5 Have you ever nad 2 probiom withthe dof something you bought? Whats the worst d___ you've ever mado hon buying something? € Cl Ask and answer the questions in 44. EASPEAKING ‘Cl Ask and answer the questions, Who is the biggest ‘complainer? 1. Would you complain if... ‘your bil ata restaurant was abit too high “+ you Beckod o hota room with one largo bod but you gota oom vith two single beds ‘+ you ofdered a pizza but they delivered the wrong one + you ordered something online and it arrived a week late “+ you coulda’ hear a fim inthe cinema because other people were too nosy ‘How weil yous complain in each situation? What would you say? 101) eee |