Expanding your business

 
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POST-READING ACTIVITY 
  What would you do in such a case?  
  In pairs, discuss the possible ways of compensation and compare them with the rest of the 
class. Choose the most appropriate solution for this situation and try to anticipate what Mia 
might do. 
6.7 Speaking – A TALK WITH A DISSATISFIED CLIENT. 
PRE-SPEAKING ACTIVITY 
  What do you think the reason for the described problems of the dissatisfied client was? 
   In pairs, discuss as many possibilities as you can. 
  Choose three possible situations and suggest different ways how Mia might solve them. 
Mia went through this client’s treatment history to find out what might have gone wrong in the last 
therapy. She found out that all the products which were used in the last treatment had already been 
used several times before and had never caused any kind of allergic reactions. Having read the letter 
of the dissatisfied client, the only reason for the pain Mia could think of was from the plucking of 
her eyebrows with tweezers. According to the way the client described the spots and the pain, this 
could be the only reasonable explanation. 
SPEAKING ACTIVITY 
Knowing Mia’s prediction, how would you approach this client? Here are some of the suggestions. 
Choose one and act out a dialogue with your partner, one representing the client and the other Mia. 
1.  Being rude to the client. 
2.  Understanding the concern of the client, but not giving the money back. 
3.  Offering a treatment free of charge. 
4.  Offering a full refund. 
5.  _____________________________
 (YOUR OWN SOLUTION)
 
 
 
 

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UNIT 7: Poznavanje in razumevanje principov učinkovitega vodenja 
sestanka in poslovnega pogovora ter njihova smiselna uporaba 
7.1 Grammar – PASSIVE VOICE. 
Mia has arranged a meeting with the manager of the hotel..............................., which you have 
chosen to be the most suitable for opening a new salon. In order to prepare for the meeting she needs 
to gather as many references and prepare a short introduction of the salon and her work. Here are 
some sentences she has already written down. But not to praise herself, it would be a good idea to 
reword them. Transform them into passive voice in order to emphasize the action and not its doer. 
I opened the salon in 2012. 
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I have gained around 50 regular clients. 
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The salon offers high quality treatments. 
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I had hired the staff with a lot of experience. 
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I also did a shooting for a very famous magazine. 
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The salon held many events, such as a quick manicure course. 
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Beside such events, I also organised a mini course about how to do a facial at home. 
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The salon also published a short manual for various facials. 
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Our clients can do treatments at home. 
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I am going to revise this course again in September. 
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Due to these events, everyone knows the salon. 
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I also regularly send my staff members to training seminars. 
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There, they acquire new knowledge. 
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And in this way, we always follow new trends. 
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This is how, I have made the salon successful. 
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7.2 Speaking – PRESENTATION. 
Now that you have all the basic things Mia would like to present to the manager of the hotel, help 
her make an effective presentation. 
PRE-SPEAKING ACTIVITY. Prepare a 10- minute presentation with the guidelines below. 
  Your presentation should include a short speech in which you introduce yourself. 
  Prepare some pictures of the beauty salon and describe them briefly. 
  Make a list of the previous achievements Mia mentioned in the previous task. 
  Express why you wish to open a beauty salon in the hotel ............................... and not any 
other. 
  Present the plans for the future and what you picture the new salon to be like. 
In addition to the speech, you may create a poster or a PowerPoint presentation which will help Mia 
during her presentation.  
SPEAKING ACTIVITY. After you have prepared the speech, practise the presentation in front of 
your schoolmates. 

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