1. Write your detailed idea regarding the topics below.

Give examples that can

support the point of view or that can contradict the statement.

Happy employees do a better job. How can you achieve happiness at your
working place?

2. Imagine a dialogue between you and a colleague from another country debating
the following topic at a lunch break:

Local Businesses: Providing necessary support to avoid suffocation by huge

chains.

3. You are working in a sales services company for one of the well-known
electronic company worldwide.

During your shift, you received an e-mail from Mrs. Jackson complaining about the way
your department handled her complaint.

Mrs. Jackson ordered an expensive wireless speaker for home for her daughter as a
birthday gift, in a specific color and model, with certain functions. After a couple of
days she received the shipment.

However, the color and model were not what Mrs. Jackson har ordered.

She previously spoke to a colleague of yours over the phone, to which the colleague had
promised to solve the matter and send out a new shipment as soon as possible with the
correct model and color.

It has been a week since she last spoke to your colleague and the birthday of her
daughter has passed without receiving the new shipment.
Write your answer to Mrs. Jackson considering the following:

 Read the details carefully.

 Take a moment to process the matter.
 Determine what action you’ll take to address the problem
 Apologize and repeat your understanding of the issue.
 Clearly outline your plan to Mrs.Jackson to resolve the situation.
 Thank the customer for their feedback.