Ask students to imagine they have just moved to the United States and must manage everything independently. Present these situations and ask students to rank them from easiest to most difficult. -image Discussion questions - Which situation would make you the most nervous? - Have you ever experienced a misunderstanding in English? - What would you do if you didn't understand what someone was telling you? - Is it better to be direct or indirect when making a complaint? Teacher tip: Encourage students to explain their reasoning rather than simply naming a situation.

To introduce and practice functional expressions that help students communicate politely, clearly, and effectively in everyday service interactions. -useful expressions image Mini-activity — Direct or Polite? Read these statements and ask students to make them more appropriate for a professional or service interaction. Direct statement Possible improved version Give me a refund. Would it be possible to get a refund? I don't understand you. Could you explain that another way? Fix this today. Is there any way this could be fixed today? Your information is wrong. I think there may be a mistake in the information. I want another appointment. Could I reschedule my appointment? Explain that being polite does not mean avoiding the problem. Students should learn to be polite and assertive.

Students work in pairs. Give them the following short exchanges. They must identify what could be improved, rewrite the interaction, and act out the revised conversation. Situation A — The Apartment Tenant: My heater doesn't work. Fix it. Manager: We are busy. Wait. Tenant: No. I want it now. Students should improve the interaction while keeping the tenant's request firm. Situation B — The Store Customer: This doesn't work. Give me another one. Employee: Do you have the receipt? Customer: No. But you have to change it. Students should practice explaining the problem, asking about the return policy, and exploring alternatives. Situation C — The Appointment Customer: I need an appointment tomorrow. Receptionist: We don't have anything available. Customer: That's a problem. Find something. Students should negotiate alternative dates or ask about cancellations. Follow-up Ask students: - Which expressions made the conversation more effective? - Was the revised interaction still assertive? - How would the language change if you were speaking to a friend?

Organization Set up four stations around the classroom. Students work in pairs. One student plays the customer or resident, while the other plays the employee or service provider. Allow approximately seven minutes per station, including role-play and brief partner feedback. Use the remaining time for instructions and rotations. After each station, students switch roles or partners. Station 1 — Renting an Apartment Student A: You are interested in renting an apartment, but the advertised rent does not mention additional fees. Ask about utilities, the security deposit, parking, and lease conditions. Student B: You are the leasing agent. Explain the costs and answer questions. The apartment requires a deposit equal to one month's rent, and parking costs an additional $75 per month. Challenge: Student A must clarify the total monthly cost before making a decision. Station 2 — Returning a Product Student A: You bought headphones three days ago, but they stopped working. You would prefer a refund. Student B: You are a store employee. The store normally offers exchanges for defective electronics, but refunds require manager approval. Challenge: Negotiate a satisfactory solution without becoming rude or aggressive. Station 3 — Joining a Gym Student A: You want to join a gym but do not understand the membership options. Ask about contracts, cancellation fees, class schedules, and guest access. Student B: You are a gym employee. There is a $40 monthly plan with a 12-month commitment or a $55 month-to-month plan. Challenge: Choose the best option and explain your reasoning. Station 4 — Understanding a Bank Fee Student A: You notice a $15 monthly maintenance fee on your bank statement. You did not realize this fee applied to your account. Student B: You are a bank representative. The fee can be waived if the customer meets certain account requirements. Challenge: Explain the fee, ask for clarification, and explore how to avoid it in the future. Teacher observation During each rotation, monitor whether students can: - Explain their situation clearly. - Ask relevant follow-up questions. - Request clarification when necessary. - Negotiate alternatives. - Close the interaction appropriately. Avoid interrupting frequently. Record useful examples and recurring errors for delayed feedback.

After students complete the survival stations, give each pair an unexpected complication. They must continue their conversation and resolve the new problem. Students must use at least one clarification expression and one negotiation expression.

Ask: - Which situation was the most difficult? - What expression was particularly useful? - Did you have trouble explaining something? - What would you do differently next time? Provide brief feedback on effective communication and two or three recurring language issues.