vineri, 9 august 2013

UPSTREAM UPPER - INTERMEDIATE - UNIT 2


Rezolvarea exercitiilor de la  Unit 2: MOODS AND FEELINGS  din manualul de limba engleza intitulat UPSTREAM UPPER INTERMEDIATE, Student’s Book,  Editura Express Publishing, Autori Bob Obee si Virginia Evans, Editia 2003

UPSTREAM UPPER INTERMEDIATE
UNIT 2

LEAD-IN

Upstream –Upper Intermediate
ex 1 a/ page 23

1.     d
2.   c
3.   e
4.   a
5.    g
6.   b

Upstream –Upper Intermediate
ex 3 a/ page 23

1.     bored
2.   surprised/ excited
3.   stressed


READING

Upstream –Upper Intermediate
ex 2 c/ page 24

1.     F
2.   B
3.   A
4.   E
5.    C
6.   H
7.    D


Upstream –Upper Intermediate
ex 3 a/ page 25

desire: wish
achieve: get
openly: freely
contentment: happiness
vulnerable: defenceless
outlook: viewpoint
upbringings: the way one was brought up
criticize: put down, complain about
demand: ask
focus: concentrate
deserve: earn, be worthy

Upstream –Upper Intermediate
ex 3 b/ page 25

comfortable: at ease – comfort
contented: happy – contentment
unhappy: sad – unhappiness
sad: unhappy – sadness
valuable: important - value

Upstream –Upper Intermediate
ex 4/ page 25

1.     surround us/ come at us from every angle
2.   acknowledge the truth
3.   take a course of action that we decide
4.   interpret things in our own way


LANGUAGE FOCUS

Upstream –Upper Intermediate
ex 1 a/ page 26

Positive: cheerful, generous, calm, relaxed, joyful, happy, excited, optimistic, funny
Negative: depressed, stressed, frustrated, aggressive, lonely, worried, angry, nervous, sad, furious, shy, tense, lazy, proud, terrible



Upstream –Upper Intermediate
ex 1 b/ page 26

1. Jack is in a cheerful mood today.
Jack is in a generous mood today.
Jack is in a relaxed mood today.
Jack is in a joyful mood today.
Jack is in an optimistic mood today.
Jack is in a funny mood today.
Jack is in a tense mood today.
Jack is in a lazy mood today.
Jack is in a terrible mood today.
Jack is in an aggressive mood today.

2. Maria feels happy today.
Maria feels excited today.
Maria feels glad today.
Maria feels calm today.
Maria feels lonely today.
Maria feels worried today.
Maria feels angry today.
Maria feels nervous today.
Maria is feeling sad today.
Maria feels furious today.
Maria is feeling shy today.
Maria feels proud today.
Maria is feeling depressed today.
Maria feels stressed today.
Maria feels frustrated today.

Upstream –Upper Intermediate
ex 2 a/ page 26

I was so frightened my heart was pounding.
I was so excited I had rush of adrenaline.
I was so hungry my stomach was rumbling.
I was so stressed my palms were sweating.
I was so nervous I had butterflies in my stomach.

Upstream –Upper Intermediate
ex 2 b/ page 26

In my country people frown to show they are unhappy.
In my country people drum their fingers to show they are impatient.
In my country people lick their lips to show they are hungry.
In my country people raise their eyebrows to show they are surprised.
In my country people wrinkle their nose to show they are disgusted.


Upstream –Upper Intermediate
ex 3 a/ page 26

Words to be crossed out: fear, panic, obsessive

Upstream –Upper Intermediate
ex 4 a/ page 26

Speaker 1 B
Speaker 2 C
Speaker 3 D
Speaker 4 A
Speaker 5 E

Upstream –Upper Intermediate
ex 6/ page 26

1.     relaxing
2.   pleased
3.   depressed
4.   terrifying
5.    surprising
6.   excited

Upstream –Upper Intermediate
ex 7 a/ page 27

2. f  owl
3. c  mule
4. e  fox
5. b  mouse
6. a  dog
7. h  peacock
8. g  snail

Upstream –Upper Intermediate
ex 7 b/ page 27

brave ≠ cowardly
wise ≠ foolish
stubborn ≠ flexible
cunning ≠ straightforward
quiet ≠ noisy
sick ≠ healthy
proud ≠ modest
slow ≠ quick

Upstream –Upper Intermediate
ex 7 c/ page 27

takes a long time to do something – slow
is intelligent and well-informed – wise
has no fear and is ready to face danger – brave
does things behind people’s backs – cunning
is very arrogant - proud

Upstream –Upper Intermediate
ex 8/ page 27

1.     miss
2.   growing
3.   strange
4.   like
5.    express
6.   true
7.    please
8.   hurt


Upstream –Upper Intermediate
ex 9 a/ page 27

1.     up
2.   down
3.   up
4.   down
5.    up
6.   down
7.    up
8.   down

cheer up: become happier
calm down: become less upset/ angry
ease up: lessen
get sb down: depress, make sb sad
loosen up: relax, become less stressed
open up: express one’s feelings
wind down: relax, unwind

Upstream –Upper Intermediate
ex 9 b/ page 27

1.     Don’t let me down!
2.   Cheer up!
3.   Come on! Open up a bit.
4.   Loosen up a bit or you will get ill.


Upstream –Upper Intermediate
ex 10/ page 27

1.     of
2.   by/at
3.   with
4.   with, about
5.    about
6.   of
7.    with
8.   at
9.   to
10.    with
11.with
12.     about
13.     to
14.     with/to
15.     of
16.     with, about
17.     to, for
18.    of
19.     about
20.   with
21.     of
22.   to
23.   about/to
24.   about

1.     I am afraid of spiders.
2.   I was very amused by the clowns at the circus.
3.   Tim is angry with me and he’s not talking to me.
4.   My mum was annoyed with me about my behaviour.
5.    I am very anxious about my exam results.
6.   I was ashamed of Jane for behaving so badly.
7.    I am bored with this computer game now; I need to buy a new one.
8.   Philip is brilliant at chess.
9.   I was very close to my grandma.
10.    Bill was delighted with his birthday present.
11.I am disappointed with myself failing the exam.
12.     Charlie is excited about the school trip.
13.     Stuart has been faithful to his wife for forty years.
14.     Jack is very friendly with the boy next door.
15.     Harry is frightened of snakes.
16.     Anne is furious with Andrew about what she said.
17.     Diana is grateful to Eddie for lending her the money.
18.    Liz is jealous of Emma because she is more popular than she is.
19.     I am very nervous about taking my driving test.
20.   Chris is pleased with Jane because the teacher says he is trying very hard in class.
21.     She is very proud of her new house.
22.   A man on the bus was very rude to me this morning.
23.   Martini is very sensitive about his baldness.
24.   Janet is upset about losing her watch.


LISTENING AND SPEAKING

Upstream –Upper Intermediate
ex 1 b/ page 28

Speaker 1 E
Speaker 2 F
Speaker 3 B
Speaker 4 D
Speaker 5 A

Upstream –Upper Intermediate
ex 2 a/ page 28

1.     Body language is the message we send out through the use of actions and gestures.
2.   I think people can probably guess what cats are thinking and feeling through their body language. For example, if a cat tilts its head to one side it may be showing that it is curious about something.

Upstream –Upper Intermediate
ex 2 b/ page 28

1.     C
2.   B
3.   B
4.   B
5.    A
6.   C
7.    C

Upstream –Upper Intermediate
ex 5 a / page 29

Are you alright? – asking how somebody feels
I’ve been in a bad mood all day, I’m really depressed. – expressing how somebody feels


Upstream –Upper Intermediate
ex 6 a/ page 29

2. He’s relieved.
3. He’s confused.
4. She’s grateful.
5. He’s annoyed.
6. She’s disgusted.

Upstream –Upper Intermediate
ex 6 b/ page 29

a. 5    b. 6    d. 3   e. 4   f. 2


READING

Upstream –Upper Intermediate
ex 1 a/ page 30

I think the novel is about life and manners in the 19th century.

Upstream –Upper Intermediate
ex 2 a/ page 30

1.     C
2.   B
3.   F
4.   H
5.    G
6.   E
7.    A


Upstream –Upper Intermediate
ex 2 b/ page 30

7 A ‘But she’ refers to Margaret in the previous sentence.
2 B ‘that’ refers to the action in the previous sentence ‘leave the house forever’
1 C ‘Mrs. Dashwood’s’ contrasts with ‘any woman’ and ‘the offence’ refers to ‘this thoughtless behavior’ in the previous sentence.
6 E  ‘Elinor, too was suffering’ follows on from Mrs Dashwood’s and Elinor’s ‘sorrow’ in the previous sentence. ‘She could’ begins the list of Elinor’s abilities, continued in the following sentence.
3 F  ‘These qualities’ refers to Elinor’s character as described in the previous sentence.
5 G  ‘The two women’ refers to Mrs. Dashwood and Marianne from the previous sentence, and ‘them’ in the next sentence refers back to ‘the two women’.
4 H  ‘Elinor’ and ‘she knew how to control them’ presents the contrast to her mother which is described in the following sentence, and is referred back to by ‘a knowledge’ in the next sentence.


Upstream –Upper Intermediate
ex 3 a/ page 31

hasty decisions (line 24)
strong emotions (lines 34-35)
thoughtless behavior (line 5)
good-humoured (lines 45-46)
self-control (line 44)

I try to avoid making hasty decisions whenever possible.
People who display strong emotions make me feel uncomfortable.
There is no excuse for his thoughtless behaviour.
Sami is a good-humoured person.
I know how to show self-control in emotional situations.

Upstream –Upper Intermediate
ex 3 b/ page 31

-        line 11 – Mrs John Dashwood’s husband’s family
-        line 19 – Mrs Dashwoods’ three children
-        line 32 – Marianne
-        line 37 – Mrs Dashwood and Marianne

Upstream –Upper Intermediate
ex 3 c/ page 31

dispute: argue with
inconsiderate: thoughtless
impolite: rude
hasty: quick
similarity: resemblance
striking: very noticeable
cherished: appreciated
inappropriate: out of place
offence: insult
disgusted: appalled


Upstream –Upper Intermediate
ex 4 a/ page 31

Mrs John Dashwood – inconsiderate, selfish
Mrs Dashwood – enthusiastic, generous
Elinor – affectionate
Marianne – sensible, clever, generous, likeable, interesting, not careful
Margaret – good-humoured, agreeable, romantic

Mrs John Dashwood is an inconsiderate and selfish woman.
Mrs Dashwood is enthusiastic with a generous nature.
Elinor has an affectionate nature.
Marianne is sensible, clever and generous. She is also likeable interesting. However, she is not at all careful.
Margaret is a good-humoured, agreeable and romantic girl.

Upstream –Upper Intermediate
ex 4 b/ page 31

Mrs Dashwood – deeply hurt, absolutely disgusted, hated her daughter-in-law, her love for children, overpowered by the pain of grief, overwhelmed by sorrow
Elinor – concerned about her sister’s strong emotions, suffering, her feelings were strong
Marianne – overpowered by the pain of grief, overwhelmed by sorrow, her sorrows and her joys had no limits, strong emotions

Upstream –Upper Intermediate
ex 5/ page 31

1.     B
2.   A
3.   B
4.   A


ENGLISH IN USE

Upstream –Upper Intermediate
ex 1/ page 32

1.     are playing – to show sth happening at the time of speaking
2.   freezes – to show a law of nature
3.   is visiting – to show a fixed arrangement in the near future
4.   catches – to show a habit
5.    is looking – to show sth happening around the time of speaking
6.   is always interrupting -  to show an irritating habit

Upstream –Upper Intermediate
ex 2/ page 32

1.     am trying
2.   does
3.   argue
4.   is having
5.    don’t play
6.   Do you trust
7.    are leaving
8.   doesn’t get

Upstream –Upper Intermediate
ex 3 a/ page 32

1.     is thinking – is considering
2.   think – believe
3.   doesn’t taste – doesn’t have a nice flavour
4.   is tasting – is testing
5.    see – understand
6.   is seeing – is meeting
7.    is – doesn’t listen
8.   is being – is behaving

Upstream –Upper Intermediate
ex 3 b/ page 32

I hate getting up early in the morning.
Jane loves eating ice-cream.
Tony wishes he had enough money to buy a new car.
I promise I will be back before lunch.
Sam wants to go to Spain on holiday this year.

Upstream –Upper Intermediate
ex 4 a/ page 32

a – a past state
b- a current situation
c – a current changing situation
d – a past habit

Upstream –Upper Intermediate
ex 4 b/ page 32

1.     am getting used to washing up
2.   used to play
3.   used to go out
4.   used to eat

Upstream –Upper Intermediate
ex 4 c/ page 32

I am used to getting up early in the morning.
I am used to going to school on the bus.
I am used to living in a big city.
I am used to going to bed early.
I am used to sharing things with my brothers and sisters.


Upstream –Upper Intermediate
ex 4 d/ page 32

I’ll have to get used to a new school of I move to a different town.
I’ll have to get used to working for a new boss and working with new people if I get a new summer job.
I’ll have to get used to eating different food if I go on a strict diet.

Upstream –Upper Intermediate
ex 5/ page 32

1.     … not like Noel to be … (be like sb + to + inf)
2.   … does not feel like going … (feel like + ing form)
3.   … avoid being recognised … (avoid + ing form)
4.   … has a tendency to criticise … (tendency + to + inf)
5.    … is always complaining about him … (present continuous to show an irritating habit)
6.   … is used to sleeping until … (be used to + ing form)
7.    … interested in learning Spanish than … (interested in + ing form)


Upstream –Upper Intermediate
ex 6 / page 33

comfortable/ comforting
trusted/ trusting
irritating/ irritable/ irritated
protective
bored/ boring
relieved
pressured/ pressing
caring
scary/ scared
satisfactory/ satisfying/ satisfied

Upstream –Upper Intermediate
ex 7/ page 33

1.     significant
2.   reflection
3.   relatively
4.   miserable
5.    essentially
6.   ungrateful
7.    tendency
8.   complaint
9.   realization
10.    activities

Upstream –Upper Intermediate
ex 8/ page 33

1.     A
2.   C
3.   D
4.   A
5.    C
6.   B
7.    B
8.   A
9.   C
10.    D
11.C
12.     D
13.     C
14.     A
15.     D

WRITING

Upstream –Upper Intermediate
ex 1/ page 34

1.     Mrs Smith
  1. semi-formal
  2. to invite her to the party and to ask her advice about what gift to buy
  3. who I am and why I am writing
  4. two  :  The party will take place after school on 10th May. It will be held in the school gym and it starts at 5pm. There will be a buffet and the guests will include Year 10 English students, the staff of the English Department and the Headmaster. I would like to ask your advice regarding a suitable gift. We cannot decide whether to buy a book, a watch or a jumper. Perhaps you could tell us which you think he would prefer. On the other hand, you may have a better idea. Any suggestions would be more than welcome.
  5. If you have any questions, please do not hesitate to contact me. I look forward to seeing you at the party.

Upstream –Upper Intermediate
ex 2 a/ page 34

Could you help us to decide what present to buy?
We are holding the party after lessons on 10th May.

Upstream –Upper Intermediate
ex 2 b/ page 34

1.     yes
2.   As you know, On the one hand – as you are aware, Alternatively
3.   yes, semi-formal
·       no contractions or short forms e.g. I am writing, we cannot
·       no colloquialism or idioms
·       advanced vocabulary e.g. your presence would add, advice regarding a suitable gift
4.   I think Mrs Smith will be pleased to attend the party and give her advice because the letter is well-written. It has a polite tone, addresses her properly and uses courteous language throughout.

Upstream –Upper Intermediate
ex 2 c/ page 34

b, c


Upstream –Upper Intermediate
ex 3 a/ page 35

I would like to know how far in advance I need to book.
Could you tell me which bands will be performing?
I am interested in finding out whether there is a discount for students.
Could you tell me whether equipment will be provided?
I would like to know exactly when the holidays are.
I would appreciate if you could let me know what other activities are available.
I would be grateful if you could tell me what the cost will be.

Upstream –Upper Intermediate
ex 3 b/ page 35

I would like to know how early I need to book.
Could you tell me which performers will be taking part?
I am interested in finding out if there is a reduced ticket price for students.
Could you tell me whether the necessary sporting equipment will be supplied?
I would like to know in which months the adventure holidays take place.
I would appreciate it if you could let me know what other sports are offered.
I would be grateful if you could give me some more information about the prices.

Upstream –Upper Intermediate
ex 4 a/ page 35

1.     a letter of apology from a restaurant to a customer
2.   to apologise for a mistake
3.   the main body
4.   by offering a free meal

Upstream –Upper Intermediate
ex 4 b/ page 35

Please accept our sincere apologies for the inconvenience caused. We take full responsibility. There was some confusion which caused a misunderstanding between our departments. I hope you will forgive the regrettable error and I assure you that we will do our utmost to compensate you. Please accept a complimentary meal voucher to be used at your convenience.

Upstream –Upper Intermediate
ex 5/ page 35

Key words to be underlined: you, group of your friends; rented holiday apartment; number of problems; you left after three days; letter of complaint to the agency; read advertisement; and notes; why you are dissatisfied; what action you want taken.

1.     the manager of the agency
2.   a formal letter of complaint
3.   Opening remarks:
I am writing to express my extreme dissatisfaction with the holiday apartment I rented from you on 15th August. I believe your advertisement was misleading for a number of reasons.
Closing remarks:
As you can imagine, I am extremely upset. I demand a partial refund in addition to an apology for the annoyance and discomfort I suffered. I insist that this matter be dealt with promptly.
4.   a strong tone because there were a lot of problems and my holiday was ruined

Upstream –Upper Intermediate
ex 6/ page 36

Model B is appropriate because it is written in a formal style and uses appropriate language. It covers all the points in the rubric and it rephrases all the information.
Model A is not appropriate because it is written in an informal style which is not appropriate for this letter and it does not include all the information from the rubric (balcony railing is not mentioned) and it does not rephrase the information at all.


Upstream –Upper Intermediate
ex 7/ page 36

excessively strong language – ‘how angry and disgusted I am’, ‘the ugliest apartment I’ve ever seen in my life’
aggressive tone – ‘if you don’t you’ll be in real trouble’, ‘hurry up and reply to this letter’
overly informal/ colloquial/ idiomatic language – ‘you’ve got a real cheek’, ‘wasn’t room to swing a cat inside’, ‘I’d had enough’
irrelevant information – ‘I spent the first day of my holiday cleaning them’
phrases taken word for word from the prompts – ‘Not at all! Lots of essential items were missing.’
points not covered in the rubric – dangerous balcony railing, view of car park

Upstream –Upper Intermediate
ex 8/ page 36

to complain about – to express my extreme dissatisfaction with
misleading – totally inaccurate
quite dangerous – extremely hazardous
I felt I could not stay – I refused to remain
I am quite disappointed – I am extremely upset
I feel I am entitled to – I demand
For the inconvenience caused – for the annoyance and discomfort I suffered
I look forward to receiving a prompt reply – I insist that this matter be dealt with promptly

Upstream –Upper Intermediate
ex 9/ page 36

1.     strong – I would like my money back as soon as possible or I shall consider taking the matter further.
2.   mild – I wish to complain in no uncertain terms about a faulty appliance I recently purchased from your store.
3.   strong – I would like to make a complaint about the poor service I received from your staff.
4.   strong – I am waiting to complain about your staff.
5.    mild – I insist that you resolve the matter immediately.
6.   mild – I wish to express my complete dissatisfaction with the appalling service I recently received from your company.

Upstream –Upper Intermediate
ex 10/ page 37

A.     Key words to be underlined: you work for a mail order company; received a letter of complaint from a customer; read the extract and notes you made; write a letter of apology; give an explanation and details of what you will do to rectify the situation.
1.     a letter of apology
2.   the customer
3.   formal
4.   Dear Mr/ Mrs (customer’s name), Your sincerely (my full name and position in company)
5.    I would like to offer you sincere apologies for the unfortunate delay to the delivery of your goods and the inconvenience it has caused. I can assure you that we are doing our utmost to rectify this situation as soon as possible.
6.   two
7.    1st - explanation for delay and solution; 2nd – offer of compensation
8.   We hope you will forgive the regrettable error, we take full responsibility, please accept a complimentary…, Please accept our apologies…
9.   will be sent by Express Delivery tomorrow – we will dispatch your order within twenty-four hours; very sorry – good customer – We deeply regret this unfortunate situation and hope to retain your valued custom. ; damaged on arrival – Unfortunately, it received some damage in transit. ; we had to wait for the next delivery from suppliers – We were forced to wait for a replacement sent in the subsequent delivery from our suppliers. ; offer free carry case and 3 films as compensation – By way of compensation we would like to offer you a complimentary carry case and three rolls of film.
10.                      We apologise once again and hope to continue to receive your custom.
B.     Key words to be underlined: you are arranging an anniversary party for your students; The Claremont Hotel; seems suitable; you need more information; use the notes; write to the manager; giving details of the event and asking for further information
1.     a letter requesting/ giving information
2.   the manager of the hotel
3.   formal
4.   Dear Sir/ Madam, Yours faithfully, (my full name)
5.    I  am in the process of making arrangements for an anniversary party for my parents and would like to request some information from you with a view to holding the party at your hotel
6.   two
7.    1st – information about the party; 2nd – questions I wish to ask
8.   Could you tell me …, I would be grateful if you could tell me…, I am interested in finding out…, I would appreciate it if you could let me know…,
9.   price list – Could you tell me the cost of hiring the different function rooms?
Disco – I am interested in finding out whether a disco is available
Menu – Could you possibly send me a sample menu of the dishes available?
10.                      Thank you for your help in this matter. I look forward to hearing from you at your earliest convenience.

C.     Key words to be underlined: you want to improve your English; advertisement; school notice board; read advertisement and notes; write a letter; giving details requested and asking for further information
1.     a letter requesting/ giving information
2.   Mr Thompson
3.   formal
4.   Dear Mr Thompson, Yours sincerely, (my full name)
5.    I  am writing in reference to your advertisement on the notice board at Baines High School for private English lessons.
6.   two
7.    1st – information about myself; 2nd – questions I wish to ask
8.   Could you tell me …, I would be grateful if you could tell me…, I am interested in finding out…, I would appreciate it if you could let me know…,
9.   where – I would like to know where the lessons will take place.
when – Could you tell me on what days and at what times the lessons will take place?
How much – I am interested in finding out the cost of the lessons.
Course books provided – Could you tell me whether all the teaching materials will be provided?
One-to-one or groups – I am also interested in finding out whether the tuition will be individual or in small groups.
10.                      I can be contacted at the above address or telephone on 01253-701514. I look forward to hearing from you.

D.    Key words to be underlined: you ordered a gift from a mail order company; it was late; you were not happy with it; read the advertisement and the notes; write a letter; explaining why you are not happy; and asking for your money back
1.     a letter of complaint
2.   the mail order company
3.   formal
4.   Dear Sir/Madam, Yours sincerely, (my full name)
5.    I am writing to express my complete dissatisfaction with the gift I recently ordered from your company.
6.   two
7.    1st – first complaint and consequences/ reasons/ justifications; 2nd – second/ third complaint and consequences/ reasons/ justifications
8.   Firstly, What is more, To make matters worse, As a result, In addition,
9.   cracked – The figure was damaged and had a crack in it..
wrong message – The message engraved on the figure was not the one I had chosen
took 3 weeks – too late – The item was delivered three weeks after the date I placed the order and not within ten days as advertised. As a result, it arrived long after the occasion for which I purchased it.
10.                      As you can imagine, I am very disappointed. I insist on a full refund and an apology for the inconvenience caused. I await your prompt reply.

E.     Key words to be underlined: letter you received from your pen friend, look at the notes; write your letter in reply, giving advice and information.
1.     letter giving advice
2.   my pen friend
3.   informal
4.   Dear (my friend’s first name), Love from, (my first name)
5.    Hi. How are you? Thanks for your letter. I was glad to hear you are thinking of taking up tennis and here’s the advice you asked for.
6.   two
7.    1st – first area of advice (how to learn) and examples/ suggestions; 2nd – second area of advice (equipment) and examples/ suggestions
8.   If I were you…, You should…, have you thought about…?
9.   join a club – see if there is a local tennis club in your area and become a member
find a friend to give you some lessons -  perhaps you know someone who can give you some free tuition
borrow a book from the library – the local library may have a useful “how-to” guide
buy a racquet & some balls (don’t spend too much – about 50-75 pounds – you might not like it) – As for equipment, a tennis racquet and a few balls will be enough. You should stick to a budget of no more than 75 pounds in case you change your mind later.
Trainers and a tracksuit are OK – you don’t need special clothes – Don’t worry about a tennis outfit. Your ordinary trainers and a tracksuit will do.
10.                      Well, I hope my advice will be of some help to you. Write back and let me know how you get on.

F.      Key words to be underlined: you are going on a cycling holiday, with two friends, read Jane’s letter and the notes, using the map and the advertisement, write a letter answering her questions and making you suggestions.
1.     a letter giving information and making suggestions
2.   a friend of mine
3.   informal
4.   Dear Jane, Love, (my first name)
5.    Thanks for your letter. I have thought about what you said and I’ve got some information and ideas for you to think about.
6.   two
7.    1st – make first suggestion (the route & what to see) and give information/ reasons/ examples/ consequences ; 2nd - make second suggestion (where to stay) and give information/ reasons/ examples/ consequences
8.   What about…? I think it would be a good idea to…, Why don’t we…?…, You should…, have you thought about…?
9.   too far – I think that it would be a long trip and we would get very tired.
I agree -  I think Anne is right.
Queens Hotel is cheap – The Queens Hotel has reasonably priced rooms.
Yes – tell her places to visit – There are lots of interesting sights we can see and places we can go such as…
10.                      Well, I can’t wait to hear from you so we can make all the arrangements. Talk to you soon.

Upstream –Upper Intermediate
ex 11/ page 38

A.   Dear Mrs Brown,
I would like to offer our sincere apologies for the unfortunate delay to the delivery of your goods and the inconvenience it has caused. I can assure you that we are doing our utmost to rectify this situation as soon as possible.
The reason for the delay is that unfortunately it received some damage in transit. As a result, we were forced to wait for a replacement to be sent in the subsequent delivery from our suppliers. However, it has now been delivered and we will dispatch your order within twenty-four hours.
We deeply regret this unfortunate situation and hope to retain your valued custom. By way of compensation we would like to offer you a complimentary carry case and three rolls of film.
Yours sincerely,
Jane Thomson
Customer Service Manager



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