1. 1 Pertemuan 8 Dissatisfied Customers Matakuliah: G0502 / English for Secretaries Tahun: 2006

2. 2 Quote of the day “Give more service and better service than you are paid for. Find out more about your job, and the job above yours, than you absolutely have to know.” Napoleon Hill

3. 3 Dissatisfied customers

4. 4 Reading Presentation Controlled practice Transfer Word check

5. 5 Opinions Language Awareness Asking for an Opinion Asking for a Reaction Giving Strong Opinion Giving Neutral Opinion Giving Tentative Opinion

6. 6 Opinions Language Awareness - continued Bringing in to Answer a Question Bringing in to Present a Point Summarizing

7. 7 Writing Assigment A letter of apology

8. 8 Assignment Check Yourself Mini-Meeting 1 Mini-Meeting 2

9. 9 Assignment Match and Complete 1 Match and Complete 2 Match and Complete 3 Match and Complete 4 Match and Complete 5

10. 10 Discussion The Good Negotiator