Student booklet Course 10 - Chapter 3 - Sections A, B, C and D

Contents
Section A

Goal: Propose a way out ..................................................... 03

Grammar. The causative ..................................................06

Conversation. Propose a way out ....................................... 09

Section B

Goal: Request a service a.s.a.p ................................................ 11

Grammar. The passive causative ........................................... 11

Vocabulary. Services ......................................................... 13

Conversation. Request a service a.s.a.p ................................. 15

Section C

Goal: Describe how good a service is ...................................... 18

Section D

Goal: Prepare an activity ........................................................ 24

Vocabulary. Planning and running an activity ............................ 24

Page 2
 COURSE 10
Chapter 3, Section A

Goal:
Propose a way out.

Preview. Read the following quotes

Procrastination is the thief of time.

Edward Young

Page 3
 COURSE 10
Chapter 3, Section A

Only put off until tomorrow what you

are willing to die having left undone.
Pablo Picasso

Procrastination is one of the most common

and deadliest of diseases and its toll on
success and happiness is heavy.
Wayne Gretzky

Page 4
 COURSE 10
Chapter 3, Section A
Answer.

1. What are the quotes about?

2. Do you know what procrastination means? Explain.

3. Do procrastinators put off what they can do now?

3. Do organized people get things done on time?

4. Are you a procrastinator or precrastinator? Explain

Useful language or

1. I need this a.s.a.p. I need this as soon as possible.

2. This is a last minute (request). There isn’t a lot of time to do

something.

3. You’ve got a lot on your plate today. You’re really busy.

4. I owe you one. Thank you so much. I’ll do something

for you.

5. I won’t keep you any longer. I won’t take too much of your time.

6. No sweat. No problem.

Page 5
 COURSE 10
Chapter 3, Section A

Grammar. The causative

Use the causative to express the idea that one person persuades o
“causes” another person to do something.

Use: get + an object + an infinitive

I’ll get my sister to help me with my homework.

They got Ana to pay for the tickets.
Did you get the teacher to check your homework?

Use: have + an object + base form

I’ll have my sister help me with my homework.

They have Ana pay for the tickets.
Did you have the teacher check your homework?

Use: get when you convince someone to do something.

have when you give someone else the responsibility to do
something.

Page 6
 COURSE 10
Chapter 3, Section A

You can also use make to indicate obligation and let to indicate
permission.

They make their kids eat their vegetables.

She made his sister help at home.

He let me use his laptop.

I’ll let you go to the party.

Practice. Complete each sentence with the causative get.

1. I’m sure you can the chef international food. (cook)

2. Why don’t you your husband the house? (clean)

3. I’ll my friends me with the reports. (help)

4. He his sister his homework last night. (do)

5. Martha always her children the dishes after lunch. (wash)

Page 7
 COURSE 10
Chapter 3, Section A
Now, rewrite each of the sentences above, using the causative have.

1.

3.

4.

5.

Practice. Choose the correct form of the verb.

1. I’ll have someone to help / help you.

2. She’ll get the teacher to check / check her homework.

3. Did you have your mom to clean / clean your bedroom?

4. They’re going to get Paul to send / send the invitations.

5. Ana is going to have her husband to pick / pick up the kids.

Page 8
 COURSE 10
Chapter 3, Section A

Conversation. Propose a way out.

A: Do you think I could borrow

your laptop today? Mine’s broken,
and I need to work on some
urgent reports.
B: Gee, I’m sorry, but I’m using it. I have

to send some documents a.s.a.p.

A: No problem. I’ll think of something.
B: Hey. I have an idea. Maybe you could get Bob to lend you his
laptop. He’s not busy now.
A: Good idea! I’ll go ask him.

Practice. Draw a conclusion for each situation.

A. Do you think ? .

B. Gee, I’m sorry, but . .

A. No problem. I’ll think of something.

Page 9
 COURSE 10
Chapter 3, Section A

B. Hey. I have an idea. Maybe you could get to .

A. Good idea! I’ll go ask .

Ideas for request

lend you (some money)
drive you to (the mall)
pick up (some coffee/lunch) for you
pick up someone from (the airport/ the mall)

Some reasons to turn down a request

You’re late for an appointment.
You have a meeting in an hour.
You’re expecting an important phone call.

Page 10
 COURSE 10
Chapter 3, Section B

Goal:
Request a service a.s.a.p.

Grammar. The passive causative

The passive causative focuses on the object rather than the subject of
the sentence.

Use: have + object + past participle

We had our house painted last month. (We had

someone paint it.)
They’ll have their picture taken after the party. (They’ll have
someone take it.)
Can I have these shoes repaired before noon? (Can I have
someone repair them?

Page 11
 COURSE 10
Chapter 3, Section B

Remember: In the passive voice, a by phrase is used when the

information is important.

We had our car repaired last week. ( no by phrase)

We had our car repaired last week by Auto Max. They’re efficient.

You can also form the passive causative with

get, with no change in meaning.

We got our car repaired last week.

Practice. Write statements and questions, using passive causative.

1. When can I / get / my car / wash

Page 12
 COURSE 10
Chapter 3, Section B

2. He had / his hair / shorten

.
3. She has / her breakfast /serve / before 7 pm

.
4. I’ll / have / this dress / dry-clean

.
5. We / need / to have / these reports / send / a.s.a.p

Vocabulary. Services

1. dry-clean a suit 2. repair shoes 3. frame a picture

Page 13
 COURSE 10
Chapter 3, Section B

4. deliver a package 5. lengthen /

shorten a skirt

6. . print a sign 7. copy a report

Practice. Look at the pictures above and write sentences about having things done.
Use passive causative.

1.

2.

Page 14
 COURSE 10
Chapter 3, Section B

3.

4.

5.

6.

7.

Conversation. Propose a way out.

A: Could I have this suit dry-cleaned this afternoon?

B: This afternoon? That might be difficult.
A: I’m sorry, but it’s pretty urgent. I have a meeting tomorrow
morning.

Page 15
 COURSE 10
Chapter 3, Section B

B :Well, I’ll see what I can do. But it won’t be ready until after 4:30.
A: I really appreciate it. Thanks!

Practice. Complete the conversation. Use different ideas.

A: Could I have this ?

B: ? That might be difficult.

A: I’m sorry, but it’s pretty urgent. .

B: Well, I’ll see what I can do. But it won’t be ready until

A: I really appreciate it. Thanks!

Ideas to express services

frame (a photo / a painting / a drawing / a diploma)
dry-clean ( a suit / a dress / a sweater )
lengthen or shorten (a dress / a skirt / pants)

Page 16
 COURSE 10
Chapter 3, Section B

Ideas for why it’s urgent

Someone is coming to visit.
You’re going on (a vacation / a business trip)
There’s going to be ( a party / a meeting )

Page 17
 COURSE 10
Chapter 3, Section C

Goal:
Describe how good a service is.

Ways to Keep Customers for Life

In today’s fast-changing, competitive business environment, excellent

customer service is essential for success. In fact, service may be the
key to differentiating your business from the competition and the best
way to retain customers.

The following customer retention strategies apply for any business,

they can help to maintain customer loyalty, large or small:

1. Reward your customers. Send them a gift, provide them with a

lead; help them generate business.
2. Use your customers’ services and buy their products. There is no
better way to build loyalty.

Page 18
 COURSE 10
Chapter 3, Section C

3. Send thank-you notes. Make sure they are handwritten and sent
promptly. Peter Drucker attributed much of his success to the
fact that he sent out 12 thank-you cards every day.
4. Return phone calls promptly. Since so many people don’t return
calls, you automatically gain an advantage when you do.
5. Do what you say you are going to do.
6. Do not procrastinate! Do things when you say you’re going to do
them.
7. Under-promise and over-deliver.
8. Be accessible. Show customers that you are available and willing
to help them whenever there is a problem. Your business should
be open to meet the convenience needs of your customers. Also
provide reasonable price.
9. Be reliable. If you don’t establish trust right away, potential
customers may jump to your competitors.
10. Appearance counts. Perception is reality, and the reality is that
people do judge a book by its cover.
11. Be professional. Remember the best customers are your current
ones. Don’t take them for granted. Keep on top of their wants and
needs. Do an excellent job!
12. Maintain an excellent workmanship. The good quality of a product
is important for customers.
13. Make it as easy as possible for your customers to do business
with you. Do things for the customer’s convenience, not yours.

Page 19
 COURSE 10
Chapter 3, Section C
The easier you can make it for your customer to do business
with you, the more business you will have. Determine all the ways
you can eliminate the “hassle factor.”
14. Hire mystery shoppers to find out how good your customer service
really is.
15. Try to be helpful. No matter what your customers need, try to find
it for them, even if it has nothing to do with your business.

Conclusion
Superlative customer service involves more than just training people
to smile. It’s about treating people the way they wanted to be treated—
giving clients what they want, when they want it and how they want it.
It really comes down to the fact that good communication and human
relations skills equals good customer relations.

Activate language practice

Read and choose the correct answer based on the article.

a) be reasonable b) Don’t procrastinate c) professional

d) be helpful e) Be reliable f) workmanship

Page 20
 COURSE 10
Chapter 3, Section C

1. Make sure you get things done on time. . Don’t waste

your customers’ valuable time.

2. Never worry about their doing anything less than an excellent job.

They’re extremely .

3. Being professional sometimes isn’t enough. Customers also worry

about prices, so .

4. Always . If you can’t do the job, try to find or give another

option to your customer.

5. The of products is so important. Customers want products

that last for years.

6. If you always give a good service, customers will trust you.

all the time.

Page 21
 COURSE 10
Chapter 3, Section C
Pronunciation. Emphatic stress to express enthusiasm.

Read and listen to your teacher.

1. They’re REALly reliable. 3. They’re exTREMEly professional.

2. They’re inCREDibly helpful. 4. They’re SO reasonable.

Practice. Describe a good service. Complete the chart with your own customer
experience.

Read and choose the correct answer based on the article.

Service Name of business Reason

laundry / dry-cleaning Barry’s cleaners I always get my clothes
dry-cleaned at Barry’s.
They’re so reasonable. I
can afford this service.

repairs

Page 22
 COURSE 10
Chapter 3, Section C

Service Name of business Reason

delivery

haircuts

copying

Reasons for choosing a business:

efficiency reasonable prices

helpfulness reliability
location workmanship
professionalism

Page 23
 COURSE 10
Chapter 3, Section D

Goal:
Prepare an activity.

Vocabulary. Planning and running an activity.

1. send out the 2. set up the room 3. set up the

announcements projector

Page 24
 COURSE 10
Chapter 3, Section D

4. put up the signs 5. check the sound 6. a microphone /

system a mike

7. a handheld mike 8. a lapel mike 9. hand out the

agenda

10. a handout 11. introduce the 12. a podium

speaker / the
guest

Page 25
 COURSE 10
Chapter 3, Section C

Also:
hire a caterer
hire a DJ
make a budget Practice. . If you were planning an event,
send out which of the activities in the vocabulary would
invitations you do?

Event:

First: why?

Second: why?

Third: why?

Some ideas:
a special meeting
a talk or a speech
an “English practice”
Practice. . Plan an event for your class.
day Complete the chart.

Page 26
 COURSE 10
Chapter 3, Section C

TYPE OF EVENT:
LOCATION:

DATE AND TIME:

BEFORE THE EVENT
What do you need to get done before the event?

Who will get it done?

DURING THE EVENT

What do you need to get done at the event?

Who will get it done?

Page 27