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4C Develop your written mediation skills

Teacher’s notes

Output |  a short memo for your boss


Goal |  find key information in a text and pass it on to someone else
Focus |  underlining and using bullet points

Timing  |  35-40 minutes


CEFR mediation descriptors
Can identify and mark (e.g. underline, highlight, etc.) the essential information in a straightforward,
informational text, in order to pass this information on to someone else (B1+, GSE 51-58).
Can make a short instructional or informational text easier to understand by presenting it as a list of
separate points (B1+, GSE 51-58).

Introduction Paragraph 3:

The objective of this lesson is for Ss to find essential a accommodation


information in an article and then reformulate it in order to g personalised services
pass it on to another person. To help them achieve this, they Paragraph 4:
will focus on the strategies of underlining and bullet pointing. b cleanliness and order
We suggest doing this activity before doing ‘4C Develop your f how the business is managed
reading’ on pages 104–105 of Roadmap B1+ Students’ Book.
c  Ask Ss to read the Scenario and decide what information
Warm-up Ms Makarovich needs from the article.
1  Ask Ss to call out a few examples of low-cost and high-
cost companies. Then describe an occasion when you Possible answer: Ms Makarovich needs to know the most
complained about a high-cost product or service. Explain why important things a high-cost hotel must provide for its
you complained and how you felt. Say whether you have ever customers to be successful. She needs this information
complained about a low-cost product or service. Explain why/ because she wants to persuade her employers to move into
why not. Put Ss in pairs to discuss the questions. Have a brief the luxury, high-cost hotel business.
whole-class feedback session at the end.
3  Ask Ss to read the Focus box. Draw Ss attention to the list
Prepare of bullet points and how they summarise the Focus box. Ask
them to remind you what information Ms Makarovich wants
2a  Ask Ss to read the article. Allow them a few minutes then
from the article. Then ask Ss to go back to the article, find the
discuss the questions with the students. Then ask them what
information for Ms Makarovich and underline key words and
kind of business the article describes and why they think
phrases.
customer satisfaction is so important for that kind of business.

Possible answers: The article describes a high-cost, luxury Mediate


hotel. For high-cost businesses, customer satisfaction is very 4  Ask Ss to write their memo for Ms Makarovich. Remind them
important because when people spend a lot of money on a to use the words and phrases they underlined in Ex 3.
product or service they expect and demand extremely high
5  Put Ss in pairs and ask them to compare their memos. Ask
standards.
Ss to try to help each other to improve their memos by making
them shorter, but without omitting any key information. When
b  Ask Ss to read through the article again and identify the they have finished, ask a few Ss to read out their memos for
paragraphs where the different aspects of the hotel are the class.
discussed. Check answers with the whole class.

Answers: Discussion and follow-up


Paragraph 2: Ask Ss to come up with other ideas for high-cost hotels that
c food and cuisine could help Ms Makarovich to persuade the owners of the
d location and views company she works for. Write their ideas on the board and ask
e leisure activities Ss to use them to write a second memo.

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4
1C

EVALUATION
The key mediation criteria to evaluate this activity are:
• identifies and underlines key information.
• uses bullet points effectively to write a clear, succinct memo.
The following examples show the kind of student output that can be expected. Marks awarded are based on the key mediation
criteria above. These could also be used in peer evaluation, if desired. You can apply evaluation criteria for writing if you
choose. See page 45 for suggested criteria.

Examples of student output

Student A Student B

Ms Makarovich, I found an article that suggests what we Ms Makarovich, about what I read, the service is
might want in new luxury hotels. important and the location too.
•  Wonderful location • People like swimming pools and some kinds of activities
•  Incredible service that are luxurious and very expansive for all the clients.
•  Delicious food – private dinner cooked for clients • Everything needs to be done with maximum care and
•  Look after customers’ needs attention because you don’t want to loose your clients
•  Customers feel like they are in their home or that they write bad critics in webpages or tell their
friends.
•  Luxurious private places
•  Provide care and attention

Teacher’s Teacher’s
comments comments

This is a very good example of an effective memo This is a poor attempt that would be of little help
because it summarises by giving relevant examples to Ms Makarovich because the memo omits most
from the text. It uses minimal rewording to simplify of the key information that would be of interest to
when necessary, does not rely on full sentences and her. The two bullet points that the student has used
follows the convention of not using full stops at the are long and wordy and do not summarise the key
end of each bullet point. The message is direct and information clearly and concisely. There are also
meets Ms Makarovich’s requirements. grammar and spelling mistakes that may interfere
with comprehension.

Marks: 4/5 Marks: 2/5

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4C Develop your written mediation skills

Mediate
Output |  a short memo for your boss
4 Write the memo for Ms Makarovich. Write a short
Goal |  find key information in a text and introductory sentence and a list of bullet points. Use
pass it on to someone else your key words and phrases from Exercise 3.
Focus |  underlining and using bullet points 5 In pairs, compare your memos. Can you make your
memos shorter without omitting any important
details?
Warm-up
1 Work in pairs to discuss the questions. SCENARIO
1 Have you ever complained about a low-cost product or
You work for a low-cost hotel company. Your new manager,
service? Why/Why not? Ms Makarovich, wants to convince the owners of the
2 Have you ever complained about a high-cost product company to start opening luxury, high-cost hotels. She has
or service? Why/Why not? asked you to research the high-cost hotel business, and to
write her a short memo that lists the most important things
Prepare an expensive hotel needs to provide in order to keep its
customers satisfied.
2 a Read the article. What kind of business does it You have found an article which gives you the key
describe? Why do you think customer satisfaction is information for your memo.
so important for a business like this?
b In which paragraph (2, 3 or 4) does the article
mention the things below?
a accommodation
b cleanliness and order
c food and cuisine
d location and views
e leisure activities
f how the business is managed
g personalised services
c Read the Scenario. What does Ms Makarovich need
from the article? Why?
3 Read the Focus box. Then go back to the article to
find the specific information that Ms Makarovich
needs. Underline the key words and phrases.

Underlining and using bullet points


When looking for specific information in a text, it is useful
to underline key words or phrases. We can then use these
words or phrases to create a list of bullet points that
summarise the key information. Bullet points don’t have
to be complete sentences with full stops, but they do
need to be clear and concise. We can also change words
and phrases in order to express the information in a
simpler way. Here is a list of bullet points that summarise
this Focus box:
• Underline key words and phrases in text
• List this information using bullet points
• Don’t write full sentences (no full stop at end)
• Change words and phrases to simplify

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4C

KEEPING THE
CUSTOMERS
SATISFIED
Karen Brady travels to Oman to find out what it takes
to keep the bad reviews away.
For some companies, complaints don’t seem to matter much.
People regularly have conversations about their disastrous
experiences with certain low-cost airlines, but these companies
continue to do incredibly well because, in the end, the most
important thing for customers is how cheap the service is.
It’s different for higher-class products and services, though.
When you’re selling luxury to people, complaints can seriously
damage your business. So how does a five-star company keep
the customers happy and the bad reviews away? I set off for
Oman’s latest luxury resort, Jewel in the Mountain, to find out. It
was a tough job but someone had to do it!
The resort immediately has one advantage when it comes to getting its
five-star reviews and that is its spectacular six-star location. The Jewel
in the Mountain hotel resort is on the edge of a cliff 2,000 metres high
with amazing views of the valleys and mountains of Northern Oman.
However, the hotel does not charge up to £6,000 a night for the view
alone. It also provides incredible service, a wonderful mix of relaxation
and adventure, modern design and an introduction to Omani culture.
Guests can have a yoga lesson on the absolutely stunning viewing
platform or they can scramble down part of the cliff and fly on a zip wire
high above the valley below. They can eat delicious Middle Eastern food
in the Al Qaiaa restaurant or order a private dinner cooked especially for
them by top chefs and served under the stars of the Arabian night sky.
Guests are welcomed by a group of staff playing traditional Omani music
before being given a guided tour of the hotel and its facilities by their
personal assistant, who will look after all their needs during their stay.
While the tour takes place, staff carry the guests’ luggage from the car
to their private villa and then disappear. When the guests step through
the door, their things are there and they feel as if they are entering their
own home. Towels have been left on the beds in the shape of elephants
or flowers and the air is filled with the sweet smell of rose water, which is
produced in a nearby village. From the spacious living room of each villa
you go out onto a terrace with a luxurious private swimming pool next to
the cliff edge – no one, apart from perhaps a mountain goat, is able to
walk past and peer at the guests.
It is this care and attention that is so essential to achieving top-level
service. The hotel is run by general manager Darren Darwin, an ex-
army officer. Each morning, he checks the hotel staff’s uniforms are
perfect before they start work and looks round the hotel to list the
tiniest problems that need to be sorted out. And Darren is extraordinarily
careful. He notices everything from a candle that has fallen down to a
plant that has been put in the wrong place or a small mark left on the
glass of the viewing platform. Yes, we’re back to that view again, but
Jewel in the Mountain is so much more and it’s the service and the staff
who make the difference.

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