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A customer and service team compare alternatives after an expected service becomes unavailable
Mixed-Skill Mastery · Topic Family 13

Service Unavailable: Negotiate an Alternative

B2 · Compare evidence and trade-offs, negotiate a workable alternative and confirm a fallback.

Why this lesson matters

For learners: When an expected service disappears, a strong response protects the real need while making costs, timing and risk explicit.

For teachers: This mastery lesson combines TF13 service language, listening evidence and roleplay into an independent negotiation with adaptation and retry.

คำอธิบายภาษาไทย

บทนี้ฝึกใช้หลักฐานเปรียบเทียบทางเลือกเมื่อบริการที่คาดไว้ไม่มีให้บริการ เจรจาค่าใช้จ่าย เวลา และความเสี่ยง แล้วสรุปข้อตกลงพร้อมแผนสำรอง

Why this lesson matters · เหตุผลที่เรียนบทนี้

For learners: Combine TF13 vocabulary, listening evidence and service-recovery language to negotiate under pressure.

For teachers: The mastery task requires evidence, trade-off reasoning, adaptation, a success signal and a fallback before retry.

สำหรับผู้เรียน: รวมคำศัพท์ หลักฐานจากการฟัง และภาษาการแก้ปัญหาบริการเพื่อเจรจาภายใต้ข้อจำกัด
สำหรับครู: โจทย์ Mastery บังคับใช้หลักฐาน ชั่งน้ำหนักทางเลือก ปรับแผน ระบุสัญญาณความสำเร็จและแผนสำรองก่อนลองใหม่

Your Goal

By the end of this lesson, you can interpret a service update, compare alternatives, negotiate a feasible response and confirm cost, timing, success signal and fallback.

เปิดเป้าหมายภาษาไทย

เมื่อจบบทเรียน คุณสามารถตีความข้อมูลบริการ เปรียบเทียบทางเลือก เจรจาวิธีแก้ที่ทำได้จริง และยืนยันค่าใช้จ่าย เวลา สัญญาณความสำเร็จ และแผนสำรอง

Progress Focus
EVD · Evidence UseSeparate confirmed facts, offers and unknowns.
ADAPT · AdaptationRevise the decision when capacity or contribution changes.
FP · Final PerformanceConfirm a feasible plan with cost, timing, signal and fallback.

30-minute lesson path

3 minFrame
4 minSort evidence
5 minCompare priorities
5 minListen & respond
6 minAgree a plan
7 minPerform & retry
Teacher Lesson Plan · Read before class

Mixed-Skill rule: input → evidence → compare priorities → listen/respond → agree a plan → independent performance → feedback/retry.

0–3

Frame the customer need and acceptable outcome.

3–7

Separate confirmed evidence, claims and unknowns.

7–12

Compare two alternatives using time, cost and reliability.

12–17

Play the first update; require neutral restatement and clarification.

17–23

Agree one feasible option, confirmation signal and fallback.

23–30

Play the changed constraint; score EVD/ADAPT/FP and retry.

Feedback rule: Score the first unsupported performance. Give one evidence success and one revision target; retry only the weakest 30–45 seconds.

1. Frame the real need

3 min
STUDENT TASK
  1. State what was expected: an included airport shuttle.
  2. Identify the real need: two passengers must reach the airport before check-in closes.
  3. Choose three decision criteria: time, total cost, reliability, comfort or flexibility.
Teacher Help · Stage 1

Keep the distinction between the requested service and the underlying need visible. Do not let “I want the shuttle” become the only criterion.

2. Separate evidence from assumptions

4 min

Confirmed evidence

  • The original shuttle was included.
  • The operator cancelled after a vehicle inspection issue.
  • Private car: 7:15, extra $20.
  • Shared taxi: 6:45, no extra charge.
  • The shared taxi may stop once and take 20 minutes longer.

Assumptions or unknowns

  • The private car will definitely be faster.
  • The shared taxi will be late.
  • The extra charge is automatically fair.
  • Both alternatives include two passengers.
  • The hotel has no other recovery option.
STUDENT TASK

Choose two assumptions, explain why the evidence does not prove them and ask what must be confirmed before deciding.

Teacher Help · Stage 2

Require one evidence sentence, one uncertainty sentence and one clarification question. Do not accept certainty that the case does not support.

3. Compare two defensible priorities

5 min

Priority A · minimise cost

Choose the shared taxi if two seats and a safe arrival margin are confirmed. Protects the original package price but adds journey variability.

Priority B · maximise control

Choose the private car if departure and direct travel are more reliable. Protects control but adds a charge for a replacement service.

STUDENT TASK
  1. Compare time, cost, reliability and fairness.
  2. Select one option provisionally.
  3. Name one success signal and one reason to switch.
Teacher Help · Stage 3

Challenge vague preference with “Which confirmed fact supports that?” and “What remains unconfirmed?”

4. Listen to the service update and respond

5 min
Stephen · American English · Amazon Polly Neural
Transcript · open after the task

I understand that the airport shuttle was included in the package you confirmed. Unfortunately, the operator has cancelled tomorrow morning’s service because the vehicle needs an urgent inspection. We can arrange a private car at seven fifteen, but it would cost an extra twenty dollars. The other option is a shared taxi at six forty-five at no additional cost. It may stop at another hotel first, so the journey could take twenty minutes longer.

STUDENT TASK
  1. Identify cause, two options, extra cost and travel uncertainty.
  2. Restate the update neutrally.
  3. Ask about passenger capacity, airport arrival margin and cost responsibility.
  4. Revise or defend the provisional priority.
Teacher Help · Stage 4

Play once for gist and once for evidence. Open the transcript only after the learner gives a neutral restatement and two clarification questions.

5. Agree the first recovery plan

6 min
NEGOTIATION
  1. Choose the provisional transport option.
  2. Confirm passenger count, departure and expected airport arrival.
  3. Agree who pays any supplement and why.
  4. Set a success signal: written confirmation with driver or taxi details.
  5. Add a fallback if the transport is not confirmed or is late.
Agreement testThe plan protects the airport deadline, states the complete cost, names a confirmation signal and includes a usable fallback.
Teacher Help · Stage 5

Do not decide for the learner. Probe any missing passenger, cost, confirmation or late-transport detail.

6. Final Practice · adapt after capacity changes

7 min
Olivia · Australian English · Amazon Polly Neural
Transcript · open after the task

I have one further update. The shared taxi now has space for only one passenger, but your booking is for two people. The hotel can cover half the private-car supplement, and we can provide an early breakfast to take away. However, the driver needs a final decision within ten minutes. Please confirm the transport, the total additional cost and what will happen if the car is late.

INDEPENDENT MIXED-SKILL PERFORMANCE
  1. Identify capacity, contribution, added benefit and decision deadline.
  2. Revise, qualify or defend the first plan.
  3. Negotiate the final contribution without losing the transport deadline.
  4. Give a 90-second agreement with option, total additional cost, departure, success signal and fallback.
  5. Explain why the revised plan is proportionate to the service failure.
  6. After feedback, retry only the weakest 30–45 seconds.

Final Practice evidence

EVD · Evidence UseSeparates confirmed capacity, cost, timing, offers and unknowns accurately.
ADAPT · AdaptationRevises the decision directly in response to capacity and contribution changes.
FP · Final PerformanceNegotiates and confirms a feasible alternative with cost, timing, success signal and fallback.

Teacher scoring guide

Score the first unsupported performance, then the focused retry separately.

0 · Not yetThe criterion is not demonstrated after one clear prompt.
1 · With supportThe criterion is partly demonstrated or needs supplied language.
2 · IndependentThe criterion is clear without a model or supplied sentence. Natural hesitation is acceptable.

Target: 5/6 overall with FP = 2 and no zero after retry.

The lesson is complete whenYou can protect the real travel need, make the trade-offs explicit and confirm a usable recovery plan.
Teacher Help · scoring and retry

Do not supply the revised agreement. Score EVD/ADAPT/FP before feedback, give one success and one revision target, then allow a focused retry.

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.

Continue your learning path

Compare

What Went Wrong with the Order?

Compare this B2 outcome with the more supported B1 route in “Explain What You Need and Resolve a Service Problem”.

เปรียบเทียบผลลัพธ์ B2 กับเส้นทาง B1 ที่มีตัวช่วยมากกว่าใน “Explain What You Need and Resolve a Service Problem”

Review and prove progress

B2 Grammar Mastery: Precision Under Pressure

Use the B2 mastery lesson to combine this outcome with accurate language under less support.

ใช้บททบทวน B2 เพื่อรวมผลลัพธ์นี้กับการใช้ภาษาที่แม่นยำโดยมีตัวช่วยน้อยลง