UNIT8 DISPUTES AND COMPLAINTS
Objectives
By the end of this unit, you will be able to:
● know about the phonetic knowledge and the listening skills;
● build up vocabulary about complaints and claims, and use the key words and expressions in a context;
● make a complaint or a claim;
● deal with a complaint or a claim;
● know about different ways to make complaints or claims in different countries;
● know about the importance of politeness, patience and etiquette.
