negotiatev.B2
协商，谈判
negotiate a solution · negotiate the terms
We are willing to negotiate a fair solution.
我们愿意协商一个公平的解决方案。
学完能做到
- 读懂服务条款与电邮中的权利义务细节
- 听懂服务投诉与协商的简单对话（Section 1）
- 写一封语气得体、方案具体的正式协商信
- 在口语中就服务相关话题提出方案并留有余地
词汇 core 14 · expansion 19 · chunks 8
核心词 core
complaintn.B2
投诉，抱怨
make a complaint · handle a complaint
I am writing to make a formal complaint about the service.
我写信是为了正式投诉这项服务。
resolvev.B2
解决（问题）
resolve an issue · resolve the matter
I hope we can resolve this matter quickly.
我希望我们能尽快解决此事。
compensationn.C1
赔偿，补偿
claim compensation · adequate compensation
I believe I am entitled to compensation for the inconvenience.
我认为我有权就不便之处获得补偿。
entitledadj.C1
有权利的，有资格的
be entitled to · legally entitled
Customers are entitled to a refund within 14 days.
顾客在14天内有权退款。
obligationn.C1
义务，责任
legal obligation · fulfil an obligation
The company has an obligation to provide the agreed service.
该公司有义务提供约定的服务。
alternativen.B2
替代方案，可选择的事物
a suitable alternative · no alternative but to
I suggest we consider an alternative arrangement.
我建议我们考虑一个替代安排。
proposaln.B2
提议，方案
put forward a proposal · accept a proposal
I would like to put forward a proposal to settle this.
我想提出一个解决方案。
agreementn.B2
协议，同意
reach an agreement · in agreement with
I am confident we can reach an agreement.
我相信我们能达成协议。
deadlinen.B2
最后期限
meet a deadline · tight deadline
I would appreciate a response by the deadline of 15 May.
如能在5月15日的最后期限前回复，我将不胜感激。
exceedv.B2
超过（某数量或限度）
exceed expectations · exceed the limit
The delay should not exceed two weeks.
延迟不应超过两周。
guaranteev.B2
保证，担保
guarantee a solution · guarantee satisfaction
We can guarantee a response within 48 hours.
我们可以保证在48小时内回复。
clarifyv.C1
澄清，阐明
clarify the situation · clarify the terms
Could you clarify the terms of the agreement?
您能否澄清协议的条款？
specifyv.B2
具体说明，明确指定
specify the details · unless otherwise specified
Please specify the exact date of the incident.
请明确说明事件发生的具体日期。
扩展词库 expansion
amendv.C1
修改，修订
amend the contract · amend the schedule
revisev.B2
修订，修改（计划/文件）
revise the terms · revised edition
warrantyn.C1
保修单，保证
under warranty · extended warranty
refundn.B2
退款
full refund · request a refund
deductionn.C1
扣除，减除
tax deduction · make a deduction
mandatoryadj.C1
强制的，必须的
mandatory requirement · mandatory training
provisionn.C1
规定，条款
under the provision of · legal provision
validadj.B2
有效的，有根据的
a valid point · valid claim
receiptn.B2
收据，发票
keep the receipt · proof of purchase
discontinuev.C1
停止，中断（服务）
discontinue a service · be discontinued
invokev.C1
援引（规定/法律）；调用
invoke a clause · invoke the rule
disputen.C1
争议，纠纷
resolve a dispute · in dispute
reimbursev.C1
偿还，报销
reimburse the cost · reimburse expenses
invoicen.B2
发票，账单
send an invoice · pay an invoice
penaltyn.C1
罚款，处罚
late penalty · impose a penalty
terminatev.C1
终止（合同等）
terminate the agreement · terminate the contract
proceedv.B2
继续进行，着手
proceed with the plan · how to proceed
liabilityn.C1
责任，义务；负债
legal liability · accept liability
arbitrationn.C1
仲裁
go to arbitration · binding arbitration
词块 / 生存短语 chunks
acknowledge receipt of确认收到…
Please acknowledge receipt of this letter.
请确认收到此信。
I would appreciate it if you could如果你能…我将非常感激（礼貌请求）
I would appreciate it if you could reply at your earliest convenience.
如能尽早回复，我将不胜感激。
with immediate effect立即生效
The new terms will apply with immediate effect.
新条款将立即生效。
in respect of关于，就…而言
I am writing in respect of the service you provided on 10 May.
我写信是关于5月10日您提供的服务。
to this end为此，为了实现这个目的
To this end, I propose we meet to discuss the matter further.
为此，我提议我们见面进一步讨论此事。
by no means绝不，决非
This is by no means a final decision.
这绝非最终决定。
under no obligation没有义务
You are under no obligation to accept this offer.
您没有义务接受此方案。
please do not hesitate to contact me请随时联系我
Please do not hesitate to contact me if you require further information.
如需更多信息，请随时联系我。
语法 语言升级点
Conditional concession: provided that / on condition thatC1
提出带有前提条件的让步，比 if 更正式、更强调条件性。常用于协商信。
provided that / on condition that + clause (present tense for future meaning)
在书信中，想要表示「只要…就…」时，可以用 provided that 或 on condition that 引出条件。主句通常用 will/can/may。结构：I am willing to ... provided that ...
例句
We can extend the deadline, provided that you confirm in writing by Friday.
我们可以延长最后期限，条件是您需要在周五前书面确认。
On condition that the payment is made by the end of the month, we will resume the service.
只要月底前付款，我们就恢复服务。
常见错误
✗ I will accept the offer providing that you agree. → ✓ I will accept the offer provided that you agree.
表示「只要」时应该用 provided that，而不是 providing that，尽管口语中有时混用，但正式书信中应使用 provided that。
↑ 提分：8.5档会将这些条件句与倒装或强调结合，使语气更加灵活且不失礼貌，如 Only on condition that... will... 但注意不要过度倒装显得生硬。
Polite pressure: I trust that ...C1
委婉施压，表达期望但又给对方留有余地，比 demanding 更礼貌但仍有催促意味。
I trust that + clause (will / can)
在正式信件中，I trust that ... 表示「我相信/我期望」，语气比 I hope 更肯定，含有相信对方会照做的含义，是典型的商务书信表达。
例句
I trust that you will give this matter your immediate attention.
我相信您会立即关注此事。
I trust that this arrangement will be acceptable to both parties.
我相信这一安排双方都能接受。
常见错误
✗ I trust you to solve this problem. → ✓ I trust that you will solve this problem.
I trust you to 也可以，但 I trust that S + will 更常见于正式信函，表示对未来动作的期望。
↑ 提分：8.5档会精准区分 I trust that / I would appreciate it if / I would be grateful if 等不同礼貌层级，选择最贴合语境的一个。
阅读 Reading terms and conditions / email
Change of Service Terms: Your Options
Dear Customer,
We are writing to inform you of an upcoming change to the terms of your mobile data plan. Effective from 1 October, the monthly data allowance on your current plan will be reduced from 20GB to 15GB. The monthly charge, however, will remain unchanged at £25.
We recognise that this change may not meet your needs. Therefore, you have the following options:
Option A: Accept the new terms. Your plan will automatically switch on 1 October. No action is required on your part.
Option B: Upgrade to our Premium Plan, which offers 30GB for £30 per month. To switch, simply reply to this email by 20 September and quote your account number.
Option C: Cancel your contract. If you wish to cancel without penalty, you must notify us in writing no later than 30 September. After that date, standard early termination charges will apply.
We are committed to providing you with a service that suits your needs. If you would like to discuss alternatives or have any questions, please call our customer service team on 0800 123 456. We are available Monday to Friday, 8am to 6pm.
Yours sincerely,
Customer Relations Team
allowance配额，限额notify通知，告知termination终止（合同）
TFNG1.The price of the current plan will increase from 1 October.
✅ FALSE — 原文说 monthly charge will remain unchanged at £25，价格不变。
gap_fill2.To switch to the Premium Plan, customers must reply by ___. (date)
✅ 20 September — Option B 要求 reply by 20 September。
MCQ3.What happens if a customer cancels after 30 September?
- A They receive a refund
- B They must pay a penalty
- C They can still cancel for free
✅ B — After that date, standard early termination charges will apply，即有违约金。
matching4.Match the option to its description: Accepting the new terms requires ___ action.
✅ no — Option A 说 No action is required on your part。
💡 技巧：仔细阅读通知或电邮中的数字和日期，它们是 Section 1 和 GT 阅读的常见考点。做 TFNG 时注意比较级和绝对词（如 unchanged, automatically）。
听力 Listening Section 1 · UK
情景：顾客打电话给客服，协商变更服务合同（Section 1）
Agent
Good morning, you're through to customer services. How can I help?
Caller
Hi, I received an email about changes to my mobile plan. The data is being reduced but the price stays the same. I'm not happy about it.
Agent
I do apologise for the inconvenience. Would you like to go through your options?
Caller
Yes, please.
Agent
Well, you can accept the change, or upgrade to our Premium Plan for £5 more per month. That gives you 30GB.
Caller
Thirty pounds is a bit much. Is there a third option?
Agent
You can cancel your contract, but you'll need to do it by 30 September. After that, there's a charge.
Caller
I see. Can I think about it and call back?
Agent
Of course. Just remember the deadlines.
gap_fill1.The caller's data allowance will be reduced from ___GB to 15GB.
✅ 20 — 原文提到 20GB to 15GB。
MCQ2.How much more per month is the Premium Plan?
- A £5
- B £25
- C £30
✅ A — Agent 说 £5 more per month。
gap_fill3.The deadline for cancelling without charge is the end of ___.
✅ September / 30 September — by 30 September / end of September。
MCQ4.What does the caller decide to do at the end of the conversation?
- A Accept the change
- B Cancel the contract
- C Think about it
✅ C — Can I think about it and call back? 表明决定考虑一下。
💡 技巧：Section 1 的对话通常是简单的信息交换。注意听数字（价格、日期）和选项。预先浏览问题，预测要听的内容。
写作 Writing Task 1 (letter)（formal） · 目标 180 词
You recently signed a one-year contract with a gym, but due to an unexpected change in your work schedule, you can no longer attend. Write a letter to the gym manager. In your letter: - explain your situation - describe what you would like the gym to do - suggest an alternative arrangement if they cannot do what you ask Write at least 150 words. You do NOT need to write any addresses.
Dear Sir or Madam,
I am writing to request a modification to my gym membership, which I recently signed up for on a one-year contract.
Due to an unexpected change in my work schedule, I have been required to relocate to another city for a period of at least six months. Consequently, it will no longer be feasible for me to use your facilities during this time. I understand that I am under a contractual obligation, but I trust that you will consider my situation sympathetically.
Ideally, I would like to cancel my membership and receive a pro-rata refund for the remaining months. However, I appreciate that this may not be possible under the terms of our agreement. As an alternative, I would be willing to accept a suspension of my membership until my return, provided that no additional fees are charged during this period. Another option could be to transfer the membership to my partner, who lives locally and would be able to use the gym.
I hope we can reach a mutually agreeable solution. Please let me know which course of action is acceptable to you, or if you have any other suggestions. I can be reached at [email protected] or on 07700 900123. I would appreciate a response by 15 October.
Thank you for your consideration.
Yours faithfully,
Alex Taylor
逐句标注
任务“I am writing to request a modification to my gym membership”开篇直接点明写信目的，清晰得体。
语法“I trust that you will consider my situation sympathetically”使用 I trust that... 委婉施压，本课语法点。
语法“provided that no additional fees are charged”provided that 引出条件让步，正式且灵活。
任务“Another option could be to transfer the membership to my partner”提供多个替代方案，体现协商诚意，满足题干要求。
衔接“I would appreciate a response by 15 October.”设定明确回复期限，礼貌又坚定。
🎯 本档语言特征：信函格式正确（不知名用 Dear Sir or Madam, Yours faithfully）。语气正式礼貌（sympathetically, mutually agreeable）。使用了条件句和委婉施压结构。方案具体，三个要求全部覆盖。字数≈180词，符合要求。整体≈band8。
↑ 再上一档：近乎完美。若要达到8.5，可在词汇多样性上再稍作提升，例如用 envisage 替代 hope，但本信已足够高分。
口语 Speaking
Part 1
Q: Do you often complain about poor service?
Not regularly, no. I tend to let small things go, but if I feel the service really falls short of what was promised, I do speak up. It's about giving the company a chance to put things right, really.
💡 语气真实，用短语 falls short of, speak up, put things right，自然地道。
Q: What do you think a company should do if a customer complains?
First, they should listen properly without getting defensive. Then, I think it's important to acknowledge what went wrong and offer a concrete solution — not just a vague apology. Whether it's a refund, a discount or a replacement, the response needs to match the problem.
💡 分点阐述，逻辑清晰；使用 defensive, acknowledge, vague apology 等词，体现词汇量。
Part 2 · 提示卡
Describe a time when you had to negotiate with a service provider. You should say: - what the situation was - what you wanted them to do - what the outcome was and explain how you felt about the experience.
A couple of years ago, I had to negotiate with my internet provider because they kept charging me for a service I had cancelled. It was a bit of a headache, to be honest. I had called them to cancel a premium channel package, but the next bill still included it. I rang customer service and explained the situation. I wanted them to reverse the charges and ensure it wouldn't happen again. The first agent I spoke to said there was no record of the cancellation, which was frustrating. So I asked to speak to a supervisor. The supervisor was more helpful — she listened, checked the call logs and eventually agreed to refund the overcharged amount. She also put a note on my account to prevent it from happening again. The whole process took over an hour, but in the end I felt quite satisfied that I stood my ground and got a fair outcome. It taught me that being polite but persistent usually works better than losing your temper.
💡 故事完整，叙述生动；使用了 stand my ground, persistent, refund, frustrating 等高分表达；自然融入情感描述。
Part 3
Q: Why do some people find it difficult to complain?
I think for many people it's a confidence issue. They worry about being seen as rude or making a scene. Some also feel that complaining won't make a difference, so why bother. But I'd say that if you approach it calmly and constructively, it's not only acceptable but also necessary for your rights.
💡 探讨心理原因，用 Why bother 反问；结尾点明权利意识。
Q: Do you think technology has made it easier to resolve service issues?
In some ways, yes. You can now reach a company through live chat or social media, and that often gets a faster response. But on the flip side, automated systems can be incredibly frustrating when you just want to talk to a real person. So it's a double-edged sword.
💡 平衡观点，使用 On the flip side, double-edged sword 等习语，展示思维复杂度。
高频短语
stand my ground — 坚守立场（不轻易让步）
falls short of what was promised — 未达到承诺的标准
a double-edged sword — 双刃剑（既有利也有弊）
应试策略
书信题得分点：格式正确、语气适宜、任务全面覆盖。协商信要展现解决问题的诚意，使用条件句和正式礼貌用语。口语中描述经历要带上个人情感和反思。
本档提分建议
从7.5到8.5：书信要让收信人感到被尊重且有行动力；口语要能自然使用习语，并就抽象问题给出有见地的回答。练习将简单句型转化为名词化或条件句。