Changing a booking in a restaurant. You are on the phone. Person A You have a booking for a big group celebration. You need to change the date and add more people to the booking. You can talk about the date, cost and food. Also, one person in the group is allergic to dairy. Person B, you work in the restaurant. You are not happy about the short notice and the changes to the booking. You can talk about the difficulty of seating so many people, the food requirements, day and time and the cost. You must both ask questions, give information and agree on a plan., Complaining about a meal in a restaurant. You are on the phone. Person A, you ring to complain about the meal you had in a restaurant last week. You are not happy. You can talk about the poor quality, the cost and the service. Ask what the restaurant can do. Person B, you are the manager. Ask questions about the meal. Apologise and give reasons for the bad experience. Make a special offer to the customer. You must both ask questions, give information and agree on a plan., Reporting a stolen bag. You are in a cafe. Person A, you put your bag on the chair in the cafe and someone stole it. Describe the bag to the cafe worker and say what was in it. Ask what to do next. Person B, you work in the cafe. Ask questions about the bag. Explain what you can do to help. Ask for person A's details. You must both ask questions, give information and agree on a plan., Late delivery. You are on the phone. You are the customer. You ordered an item for delivery. You were told it would arrive before 2pm but it's late. You are not happy about this. Give information and ask questions about the delivery problem and the delivery time. Wait for a return call and then agree to the new delivery time. Person B, you work for the delivery company. Ask questions about the item and delivery information. Promise to find out where the driver is and arrange to call back. Ring learner A, apologise and give a reason for the delay. You must both ask questions, give information and make a plan., Complaining about a new table. You are in a furniture shop. Person A, you had a new table delivered yesterday. You want to complain about the quality of the table. The table was also damaged during the delivery. Ask questions about what person B can do. Person B, you work in the furniture shop. Ask questions about the table and the delivery. Agree to replace the table. You must both ask questions, give information and make a plan., Joining a new class. You are interested in a maths course you heard about. You want to join the course. Ask questions about the dates, cost and qualification. Give information about your experience. Person B, you are the course tutor. Ask questions about A's experience and qualifications. Give information about the course. Tell A how to apply and the final date for applications on the website. You must both ask questions, give information and make a plan., Discussing travel to work. You are neighbours. You moved to your new house last week. You want to travel to work by bus. You ask your neighbour, person B, about travelling to your place of work. Give information and agree to the offer. Person B, you work in the same area. You know the best way to travel. Ask questions, give information and make an offer. You must both ask questions, give information and make a plan., Booking a taxi. You are on the phone. Person A, you want to go to the train station. You are travelling to London. You need a taxi for 5 people with luggage. Give information, ask questions and agree on an arrangement and price. Person B, you work for the taxi company. For 5 people you need to use a mini-bus, which is more expensive than a car. Ask questions, give information and agree on a booking. You must both ask questions, give information and make a plan., Complaining about a furniture delivery. You are on the phone. You ring to complain about a mistake with the delivery of some furniture. You were sent the wrong sofa. You can talk about the poor service, how the furniture will be returned to the shop and when your new furniture will arrive. Person B, you work in the furniture shop. Ask questions about the sofa, collecting the furniture and the day and time for the new delivery. You must both ask questions, give information and make a plan., Decorating a new home. You are friends. Person A you have just got a new house. It is old fashioned and needs decorating. Tell person B about your new house. You want advice and help. Person B, give your ideas and suggestions to person A. You can talk about what needs doing, how it will look, who will do what and when. You must both ask questions, give information and make a plan., Takeaway delivery You are on the phone. Person A, you ordered 4 pizzas last night. 2 were not what you ordered. You ring to complain. Describe the pizzas and find out what the manager can do about it. Agree to an offer and make a plan. Person B, you are the manager of the takeaway pizza company. Ask for details and give a reason for the mistake. Make an offer and agree on what to do next., Festival. You are friends. Person A, you want to go to a music festival. Your friend, B, went last year. Find out more information about the festival, how to travel there, and what to take. Say how you are feeling about going to the festival and ask Person B for suggestions and advice. Person B, you went to the festival last year, and are going again this year. Give details about the festival, travelling and what to take. Find out how A feels about the festival, and make an offer. You must both ask questions, give information and make a plan., Maths course You are friends at college/ You are going to do an IT course next year. The teacher says you have to also take a Maths course. You are worried about doing both courses, because you think it will be difficult and take a lot of time. Your friend, person B, is doing IT and maths this year. Exaplin the problem, tell person B how you feel and ask for advice. Person B, you are doing an IT course with maths this year. It is a lot of work, but you think Maths course is useful. Ask person A why they are worried, explain how you manage your time, and offer to help person A., Planning a day trip. You are friends. You want to go to London for the day. Person A, you don't know how ot get here. Ask questions about what transport to use and the cost. Talk about when you will go and what you must take with you. Person B, you have been before so you know the way. Give information about getting there. Give information about the cost, times, food to bring etc. You must both ask questions, give information and agree on a plan., Asking for time off. You are at work. You work in a supermarket. You need to leave early for a hospital appointment. Answer questions about the appointment, explain how important it is. Agree to a suggestion. Person B, you are the manager. You are unhappy because work is really busy at the moment. You ask for details and talk about how difficult it will be to manage without A. You make a suggestion. You must both ask questions, give information and agree on a plan., Checking into a hotel. You are at a hotel. Person A, you want to check into the hotel. Tell person B about your room requirements, e.g shower and breakfast. Person B, you are the hotel receptionist. There are problems e.g the room not available now, no rooms with bathrooms available etc. You must both ask questions, give information and agree on a plan., Looking for a new job. Person A, you want a new job. Person B, you have just found a new job and can help. You can talk about why you want to change jobs, past experience and what you would like to do. You must both ask questions, give information and agree on a plan., Reporting a stolen wallet/purse. You are in a supermarket. Person A, your purse/wallet and phone have been stolen from your pocket. Describe the items. Find out about CCTV cameras. Person B, you work in the supermarket. Ask for information and talk about the stolen items. Give advice about reporting the stolen wallet to the police. You must both ask questions, give information and agree on a plan.

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