Difficult Situations

9. Learn New Vocabulary

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10. Read about. . . .

• Read the story.
• Answer the questions.

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11. Grammar Focus

When we remind customers of the company's policies, or rules, modals can helps us sound polite and helpful instead of angry. Sometimes we need to tell customers not to do something. When we tell someone not to do something we are using the negative form.

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12. Listening Practice

• Watch the video.
• Answer the questions.

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