Explain, clarify, compare and confirm.
Roleplay · TF13
Explain a Service Problem and Agree a Solution
B1 · Explain requirements, clarify a routine problem and agree a practical response.
Why this lesson matters
For learners: A calm, specific explanation helps a service provider solve the real problem instead of guessing.
For teachers: This roleplay turns TF13 vocabulary and listening evidence into a two-role service-recovery exchange with a changed constraint.
คำอธิบายภาษาไทย
บทนี้ฝึกอธิบายปัญหาบริการอย่างเป็นกลาง ระบุผลกระทบและความต้องการ ถามเพื่อความชัดเจน แล้วตกลงวิธีแก้ที่มีผู้รับผิดชอบและเวลาแน่นอน
Why this lesson matters · เหตุผลที่เรียนบทนี้
For learners: Use booking evidence to explain a routine service problem, compare responses and confirm a workable solution.
For teachers: The roleplay converts listening evidence into two-way clarification and prepares the changed-constraint mastery task.
สำหรับผู้เรียน: ใช้หลักฐานจากการจองเพื่ออธิบายปัญหาบริการ เปรียบเทียบทางเลือก และยืนยันวิธีแก้ที่ทำได้จริง
สำหรับครู: บท Roleplay เปลี่ยนหลักฐานจากการฟังให้เป็นการถามตอบเพื่อความชัดเจน และเตรียมผู้เรียนสู่โจทย์ Mastery ที่มีเงื่อนไขเปลี่ยน
Your Goal
By the end of this lesson, you can explain a routine service problem, answer and ask clarification questions, compare two responses and confirm a feasible solution.
เปิดเป้าหมายภาษาไทย
เมื่อจบบทเรียน คุณสามารถอธิบายปัญหาบริการ ถามตอบเพื่อความชัดเจน เปรียบเทียบวิธีแก้สองทาง และยืนยันข้อตกลงที่ทำได้จริง
Progress Focus
Reach a feasible service solution with owner and timing.
Revise the response while protecting the essential need.
30-minute lesson route
Teacher Lesson Plan · Read before class
Roleplay rule: understand roles → notice usable lines → hear a short model → guided round → role switch → changed constraint → independent final roleplay.
| Time | Teacher does | Student does | Evidence |
|---|---|---|---|
| 0–4 | Set the room problem, roles and outcome. | Identify facts and essential need. | Role clarity |
| 4–8 | Elicit problem, clarification, option and confirmation moves. | Build usable lines. | Functional moves |
| 8–13 | Play Emma then Matthew. | Collect facts, empathy and options. | Listening evidence |
| 13–18 | Run the guided customer/staff round. | Complete the first exchange. | Initial roleplay |
| 18–23 | Switch roles and change the problem. | Transfer the moves. | Role flexibility |
| 23–30 | Add a time constraint, score and retry. | Adapt and perform independently. | CM/FP/ADAPT |
Feedback rule: Do not interrupt the roleplay for minor grammar. Give one success and one functional correction after the complete attempt.
1Understand the roles and outcome
Customer
You checked into a hotel room. The air conditioning is not working. You need a quiet room tonight because you have an early meeting.
Service professional
You need to understand the facts, check what the customer has tried and offer a repair visit or a different room.
STUDENT TASK
- Name confirmed facts.
- Explain the effect without exaggerating.
- State what a successful solution must protect.
Teacher Help · Stage 1
Keep the problem routine and solvable. Do not encourage unsafe repair advice; the task is reporting, clarification and agreement.
2Build the roleplay moves
Explain
I noticed that…
I have already checked…
The main problem is…
Clarify and compare
When did it start?
Would you prefer… or…?
Which option matters more because…?
Confirm
So we have agreed…
This will happen by…
If that does not work, then…
Teacher Help · Stage 2
Model one unrelated exchange, then close the phrases. Require both people to summarise before agreeing.
3Listen for facts, empathy and options
Keep transcripts closed on the first play. Decide what happened, what matters to the customer and which two responses are offered.
Emma · British English · Amazon Polly Neural
Transcript · open after listening
Hello. I checked into room four twelve this afternoon, but the air conditioning is not working and the room is becoming very warm. I have already checked the wall control and closed the window. I need a quiet room tonight because I have an early meeting. Could you arrange a repair soon, or offer another suitable room?
Matthew · American English · Amazon Polly Neural
Transcript · open after listening
Thank you for explaining the problem, and I am sorry the room is uncomfortable. Maintenance can check the system at seven, but the visit may take forty minutes. We also have a quiet room on the same floor, although it has twin beds instead of one large bed. Would you prefer the repair visit or the room change? I can confirm either option now.
STUDENT TASK
- Identify two confirmed facts and the customer priority.
- Find the empathy move and clarification need.
- Compare the repair and room-change options.
- Retell the exchange without copying exact wording.
Teacher Help · Stage 3
Play once for the problem and once for functional moves. Ask what each option protects and what each option costs the customer.
4Round 1 · customer and service professional
Customer A
Explain facts, impact and one essential requirement. Ask about both options.
Service professional B
Summarise, ask one clarification question and offer two feasible responses with timing.
STUDENT TASK
Speak for 2–3 minutes. End with option, responsible person, time and confirmation signal.
Teacher Help · Stage 4
Do not interrupt for minor errors. Note whether the customer gives evidence and whether the staff member confirms rather than promises vaguely.
5Switch roles and transfer
New problem: an airport shuttle booked for 7:00 is unavailable. Options are a free shared taxi at 6:40 or a private car at 7:15 with an extra charge. Switch roles and agree a response.
Teacher Help · Stage 5
Require new wording. Ask the new customer to state one non-negotiable need and the staff member to make costs and timing explicit.
6Final Practice · adapt to a changed constraint
Constraint: The repair technician is delayed until 9:00, and the alternative room is on a noisy floor. The customer must sleep before the early meeting.
INDEPENDENT PERFORMANCE
- Restate the problem and confirmed evidence without blame.
- Clarify what the customer needs most.
- Compare the delayed repair and noisy-room options.
- Negotiate one feasible action, timing and fallback.
- Confirm who will do what and how success is checked.
- After feedback, retry only the weakest 30–45 seconds.
CM · Communication Moves
0 The problem, questions or agreement remain unclear.
1 Completes some moves with prompts.
2 Independently explains, clarifies, compares and confirms.
FP · Functional Performance
0 No feasible solution is reached.
1 The solution needs a supplied action, owner or time.
2 Reaches a clear solution with owner, timing, confirmation and fallback.
ADAPT · Changed Constraint
0 Ignores the new information.
1 Changes one detail after prompting.
2 Independently revises the response while protecting the essential need.
Target: 5/6 overall with FP = 2 and no zero after retry.
Teacher Help · scoring and retry
Score the first attempt before feedback. Give one success and one correction, then retry only the weakest exchange without supplying a full script.
Content and media rights
© 2026 Engduo Thailand. This original lesson design, AI-assisted cover and prepared audio are for authorised Engduo use. Do not copy, republish, sell, scrape or use them in another course, dataset, product or AI system without written permission, except where applicable law permits.
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