Standing your ground: negotiating a refund in a shop
A customer calmly negotiates a refund for a faulty laptop; students practice assertive but polite complaints in two new shopping role plays.
C1Adults50 minRole play
About this lesson
A C1 speaking lesson (role play). Warm-ups, role plays and discussion tasks — get the whole class talking.
- Level
- C1
- Skill
- Speaking
- Type
- Role play
- Students
- Adults
- Time
- About 50 minutes
- Topic
- Shopping & money
- Activities
- Speaking / writing task, Key words, Reading text, Multiple choice, Gap-fill
- Key words
- I appreciate that, but…, I'm not asking for special treatment., What I'd like to see happen is…, Would you be prepared to…?, That seems a fair compromise., I'll have to escalate this., beyond reasonable wear and tear, store credit
- Access
- Premium
By the end, students can
- Make and handle a complaint about a faulty product assertively and politely
- Negotiate a compromise using conditional and softening language