1) Use the words in the box to complete the conversation.
Listen and check.
2) Listen again. Tick how the flight attendant uses her voice to be assertive.
3) Number the sentences in the conversation in the correct order.
Listen and check.
4) CLASS ROLE-PLAY: work with a partner. Practise reading the conversation in exercise 3 with the correct tone.
5) Listen and underline the correct alternative.
6) During the exchange, the flight attendant uses four tactics. Put them in the order she uses them.
Listen again and check.
7) Match sentences 1-4 with the four tactics in exercise 6.
8) CLASS ROLE-PLAY: work with a partner. Practise dealing with difficult situations.
9) Read the text and answer the questions.
CLASS DEBATE:
