unit 3

English - ENG4C Lesson 11 Key question #43 Once at Tim Hortons, I had a customer who wasn't happy with their coffee. It was a busy morning, and they wanted their coffee sweeter. I got a bit worried because there were many people waiting for their turn. I said sorry to the customer and offered to make a new coffee with more sugar, but they didn't want to wait, and they started shouting in front of other people. So, I stayed calm and listened carefully to what they were saying. Then I suggested putting extra sugar in their drink without making a new one. They agreed, so I did it, and they seemed happier afterward. From this experience, I learned that it's important to be patient and understanding when customers aren't happy. Listening to them and trying different solutions can help solve problems even when it's busy. Saying sorry and doing our best to fix things quickly can make customers feel better and keep them satisfied. __________________________________________________________ Key question #44 Date: June 13, 2024 To: All Tim Hortons Employees From: Fatemeh Shirazi, Manager Subject : Reminder of Customer Service Protocol ____________________________________________________________________ It has come to my attention that there have been some recent issues with customer service at our Tim Hortons locations. As representatives of our brand, it is crucial that we prioritize excellent customer service in every interaction. When dealing with customer service problems, please remember the following protocol: 1. Listen actively to the customer's concerns without interruption. 2. Apologize sincerely for any inconvenience caused. 3. Investigate the issue promptly to understand the root cause. 4. Offer a solution or resolution that addresses the customer's needs and preferences. 5. Follow up with the customer to ensure their satisfaction and to thank them for their feedback. It's essential to approach each customer service issue with empathy and a willingness to find a solution that leaves the customer feeling valued and satisfied. Remember, our goal is not just to resolve problems but to turn unhappy customers into loyal patrons. If you encounter a situation that you are unsure how to handle, please don't hesitate to reach out to your supervisor or manager for guidance.

English - ENG4C Thank you for your attention to this matter. Let's work together to ensure that every customer leaves our restaurant with a positive experience. Best regards, Fatemeh Shirazi, Manager __________________________________________________________ Key Question #45 Brainstorming: Service or product with which you have a problem : The preparation of my work permit application by Arash Hajitaheri Law firm. List below all the important facts and information about your complaint. (Remember the 5W's of journalism: who, what, where, when, why and how.) Important facts and information about the complaint: Who: Fatemeh Shirazi and Arash Hajitaheri Law firm. What: The work permit application prepared by Arash Hajitaheri Law firm contained errors, leading to its rejection by IRCC. Where: The incident occurred at Arash Hajitaheri Law firm's office in Toronto, ON. When: The work permit application was submitted on April 1, 2024. Why: The inaccuracies and incomplete information in the application forms caused the rejection of the work permit application. How: Despite providing all necessary documentation and information, the application was still submitted incorrectly, resulting in its rejection by IRCC. Identify what you want. Acknowledgment of the errors made in the application forms. A formal apology from Arash Hajitaheri Law firm. Correction of the mistakes and resubmission of the work permit application with accurate and complete information. Regular updates on the progress of the application resubmission. Resolution of the matter within 7 working days.

English - ENG4C I am requesting that your consultancy firm take immediate action to rectify this situation. Specifically, I expect your firm to: 1. Acknowledge the errors made in the application forms. 2. Take responsibility for the mistakes and offer a formal apology. 3. Take corrective action to amend and resubmit the work permit application with accurate and complete information. 4. Provide regular updates on the progress of the application resubmission. Give a precise but reasonable timeframe for that action to be taken, e.g. 10 working days. I expect this matter to be resolved within 7 working days from the date of this letter. State that if you do not hear from them, you will be taking your complaint to .... (the relevant complaints agency). If I do not receive a satisfactory resolution within this timeframe, I will have no choice but to pursue legal action and file a complaint with the relevant regulatory authorities against your consultancy firm Include details of when and how you may be contacted. Please feel free to contact me at dorsashrz@yahoo.com to discuss this matter further. Yours sincerely Your signature Your name (printed) FATEMEH SHIRAZI __________________________________________________________ Key Question #46/47 Complete the self-editing checklist for your letter. Either photocopy or recreate this chart in your notebook.

English - ENG4C Type or print out a final draft of your letter of complaint. Submit both the checklist and your final letter for evaluation. Proofreading and Editing Self Editing Chart Sentence Structure: Check each sentence to be sure it is not a: 1. Run on sentence. 2. Sentence fragment. 3. Sentence that doesn't make sense. 4. Stringy sentence. (one that contains more than two independent clauses) Word Usage: 1. Be sure you've used the correct wofd. 2. Avoid slang words. (kids, homies, etc.) when not required (for Creative Writing purposes or for specific stylistic purposes. 3. Use precise nouns and verbs. (Word choice) 4. Avoid contractions in formal writing. Agreement: 1. Be sure that subjects and Verbs agree in number. (singular or plural) 2. Be sure pronouns agree with their antecedent in number. (singular or plu- ral) 3. Be sure pronouns are in the correct case. (subjective or objective e.g. between you and me) 4. Keep verb tenses are kept consistent.(present, past, future, etc.) 5. Keep voice is consistent. (Don't switch incorrectly from first to second person, etc.) Punctuation: 1. Be sure all sentences have ending punctuation. 2. Check to be sure questions end with question marks. 3. Use commas after introductory words and phrases. 4. Use commas after items in lists except for the last item. 5. Use a comma in a compound sentence just before the coordinating conjunc- tion. 6. Omit unnecessary commas. 7. Use a comma after a dependent clause when it comes before an independent clause. 8. Check to be sure apostrophes are used in contractions and possessives. Proofreading and Editing Self Editing Chart Spelling & Capitalization:

English - ENG4C action and file a complaint with the relevant regulatory authorities against your consultancy firm. Please feel free to contact me at dorsashrz@yahoo.com to discuss this matter further. Thank you for your attention to this urgent issue. I trust that you will take immediate action to rectify the errors made and ensure a successful outcome for my work permit application. Yours sincerely, FATEMEH SHIRAZI __________________________________________________________ Lesson 12: Key question #48: Which article do you like more, and why? I prefer "Working Wounded" by Bob Rosner because it tells a touching story about someone facing challenges and overcoming them. The advice given in the article feels practical and helpful for anyone dealing with tough situations at work. Do these articles not inspire you? Explain why or why not. While both articles have good points, "Carpentry Program Offers Challenge to Motivated Students" by Julie Collins didn't catch my interest as much. It talks about vocational programs, but it didn't give me as many useful tips or stories to relate to compared to "Working Wounded." If you could start a vocational program now, what would you choose, and why? I would pick carpentry because I like working with my hands and creating things. Carpentry seems like a job where I could see the results of my work right away, which would be really satisfying. Plus, there are lots of opportunities for carpenters, so it could lead to a stable career. __________________________________________________________ Key Question #49: Worksheet #1- Present Technical Information Name : Fatemeh Shirazi Date: June 14,2024 Use the chart to help you prepare a brief instruction guide of a simple process for your audience. It should be something with which you are familiar. (i.e., Making scrambled eggs, changing a tire, fixing a leak- ing shower head, etc.) Procedure: Making Peanut butter sandwich The Steps: break the process into a series of small steps:

English - ENG4C Gather Materials: Retrieve two slices of bread, peanut butter, jelly or jam, and a butter knife. Prepare the Bread: Place the two slices of bread on a clean plate or surface. Spread Peanut Butter: Using the butter knife, scoop a generous amount of peanut butter from the jar. Spread the peanut butter evenly on one slice of bread. Add Jelly or Jam: Scoop some jelly or jam onto the same butter knife. Spread the jelly or jam evenly on the other slice of bread. Combine and Serve: Place the slice of bread with peanut butter on top of the slice with jelly or jam, creating a sandwich. Optionally, cut the sandwich diagonally for easier handling. Analogies/Comparisons: create an analogies/comparison to make the process clearer. Making a peanut butter and jelly sandwich is similar to putting together a great musical duo. The peanut butter and jelly mix together, each adding its own flavor to make a tasty combination. Glossary: list technical terms and definitions. Term Definition Spread : To apply a substance (peanut butter, jelly) thinly and evenly over a surface (bread slice) using a utensil (butter knife). Visuals: sketch 2-3 visuals to make ideas clear for your audience.

English - ENG4C Read the instructions below for making pasta. You will use what you learned about writing instructions from the above notes. 1. Gather Ingredients: Prepare 400 grams of flour for 4 people. Make sure to have eggs ready – one for every 100 grams of flour. 2. Create Dough: Pour the flour onto a flat surface. Make a well in the center and add the eggs. Begin kneading the flour and eggs together. 3. Optional: To soften the dough, you can add a little olive oil while kneading. 4. Knead Until Smooth: Continue kneading for about ten minutes until the dough becomes smooth and uniform. 5. Rest the Dough: Form the dough into a ball and wrap it in a napkin. Let it rest for a few minutes. 6. Prepare for Rolling: Divide the dough into fist-sized portions. 7. Roll the Dough: Flatten each portion with a rolling pin or a pasta machine. Start with the widest setting (position 1) and pass the dough through. Fold the dough into thirds and pass it through again. 8. Adjust Thickness: Gradually decrease the thickness setting each time you pass the dough through the machine until you reach your desired thickness. 9. Cut the Pasta: Once the dough is rolled out to the desired thickness, pass it through the cutting attachment of the pasta machine to create noodles. 10.Final Touches: If you want smaller noodles, you can pass them through again parallel to the rolls. These steps should help you make fresh pasta at home successfully. Enjoy your homemade pasta! Graphics Fig1 Fig 2 Fig3 __________________________________________________________ Question #50 Outline your instruction paragraph on your chosen procedure. You will need to photocopy this sheet or recreate it in your notebook. Submit for evaluation.

English - ENG4C What process are you going to instruct? Planting a flower List below all of the step by step instructions in order that they must be completed. Remember what your notes stated about the choice of verbs. 1. Choose a Good Spot: Select a suitable location in your garden or a pot with drainage holes to ensure proper water flow. 2. Loosen the Dirt: Use a small shovel or your hands to loosen the soil to a depth of about 6 inches. 3. Remove Weeds and Rocks:Take out any weeds or large rocks from the loosened soil to create a clean planting area. 4. Dig a Hole: Dig a hole that is slightly wider and deeper than the flower’s root ball. 5. Prepare the Flower: Carefully remove the flower from its container. If the roots are tangled, gently break them apart to encourage growth. 6. Place the Flower in the Hole: Position the flower in the hole so that the top of the root ball is level with the surrounding soil. 7. Fill the Hole: Fill in the hole with soil, pressing gently to remove any air pockets around the roots. 8. Water the Flower: Water the newly planted flower thoroughly to help the soil settle around the roots. 9. Apply Mulch: Spread mulch around the base of the flower to retain moisture and prevent weeds from growing. 10.Regular Watering: Water the flower regularly, especially during dry periods, to ensure it grows well in its new spot. Identify what technical words you may have to explain Root Ball: The mass of roots and soil that comes out with the plant when you remove it from its container. Drainage Holes: Holes at the bottom of a pot that allow excess water to escape to prevent waterlogging. Mulch: A layer of material, such as straw or wood chips, applied to the surface of soil to retain moisture, regulate temperature, and suppress weeds.

English - ENG4C  Definition : Deglazing is the process of adding liquid (such as wine, broth, or vinegar) to a hot pan to loosen and dissolve browned food residue (fond) stuck to the bottom. It adds flavor to sauces. Simmer :  Definition : Simmering is a gentle cooking technique where food is cooked in liquid at a temperature just below boiling. It's used to tenderize tough cuts of meat and develop flavors in soups and stews. Blanch :  Definition : Blanching is a cooking technique where food (usually vegetables or fruits) is briefly immersed in boiling water, then immediately plunged into ice water to stop the cooking process. It helps retain color and texture. Braise :  Definition : Braising is a cooking method where food (often meat) is first browned in fat, then simmered slowly in a covered pot with a small amount of liquid (such as broth or wine) until tender. Fold :  Definition : Folding is a gentle mixing technique used in baking and cooking delicate ingredients (like whipped cream or beaten egg whites) into a thicker mixture without deflating them. Caramelize :  Definition : Caramelizing is a cooking process where sugar (or natural sugars in food) are heated until they turn brown and develop a sweet, nutty flavor. It's often used with onions or in desserts. Emulsify :  Definition : Emulsifying is the process of combining two liquids that normally don't mix (like oil and vinegar) into a stable mixture, using an emulsifier (such as mustard or egg yolk) to create a smooth texture. Sear :  Definition : Searing is a cooking technique where food (usually meat or fish) is cooked quickly at a high temperature to brown the surface, sealing in juices and adding flavor. __________________________________________________________ Question #53

English - ENG4C 1. DETERMINE WHAT ATTRACTED YOUR ATTENTION Rank the features of the advertisement in the order in which they caught your at- tention. Print 1 for first and 5 for last. 1 caption/slogan 2 text 4 colours/settings 5 brand name/logo 3 artwork/models 2.FOCUS ON THE VISUAL APPEAL What was your first response to the ad? Indicate whether it was positive or negative. It was interesting to me because it is advertising their product and their job fair at the same time. What overall effect does the artwork have on you? Does it cause shock, sur- prise, pleasure, anxiety, or something else? I was not impressed by the artwork. I believe that the artwork could have been improved by showing more pictures of the product itself. It could also feature people from different races in the job fair section to represent that the brand company is looking to hire people from all different races and backgrounds. people appear in the ad, complete a chart in your notes similar to this one: Identity Do you recognize the people? Or can you assume who they are? Why have they been chosen? Role What are the people doing7 What is their purpose in the ad? Lifestyle Do the people suggest a par- ticular lifestyle? What details reveal this? No, I don’t recognize them. I think they have been chosen because of their smile. They are smiling. Their purpose is to represent the meaning of the text. The people suggest an energetic, friendly, and outgoing lifestyle. The text next to their picture explains that. 3.FOCUS ON THE TEXT Are some words printed in bigger font than others? If so, why do you think this information appears in larger fonts? Yes, a few words are printed in bigger font to emphasize that word and catch the reader’s attention. To which audience need, want, or fear does the ad appeal? How does the text claim the product or service will help address this need, want or fear? List any quali

Question#54 Complete an outline for print or poster job advertisement. Use the following to guide you through the process. Answer these questions in your notebook and submit them for evaluation. Outline for Print Advertisement: When writing the job description, include the following information: Provide a brief description of your company and the product and/or service it pfO- vides. List the benefits of working for your company - have you received any awards as a great place to work if yes, list them. Sell your company! 2. describe the general scope of the work the applicant will perform. Walk the applicant through a typical workday describing the duties he/she will perform. • Describe any job responsibilities. • Will the employee be managing a team? If yes, how large is the team? • Describe your work environment and why an employee would want to work in that environment. • Describe career advancement opportunities. Candidates want to know how their career can advance with your company. • Describe company benefits and perks such as tuition reimbursement, free training, an outstanding benefits package. onsite daycare, an onsite gym, nearby walking trails, etc. Benefits and perks help separate your company from the competition and help you to attract the best candidates. 3. Describe the job requirements but only include "must have" skills. The more skills you list, the fewer candidates you will have applying to your job posting. If you can teach these "required" skills, you have just created job benefits (free training) and in- creased the number of good candidates that will apply to your job ad. Be very careful not to scare away great candidates by listing dozens of skills they may never use. 4. Include your contact information including e-mail, fax, telephone and snail mail. The more application options you provide to candidates, the more responses you will receive from your job a

In summary, make your job advertisement a powerful marketing tool. Make your job ad exciting enough to be included in your company brochure. If you want the best candi- dates applying to your jobs then you must create job advertisements that both attract and sell candidates on the benefits of working for your company. Outline fof Poster Advertisement 1. What job are you advertising? Barista at Doris cafe 2. What symbols or colors will you use? What mood do you wish to create? Why?  Symbols: Coffee cup, steaming espresso, coffee beans. Mood: Warmth, comfort, relaxation to appeal to café-goers. I would use warm, inviting colors like browns and creams to create a cozy café atmosphere. 3. Who is your target audience? (males, females, young, middle aged, older‘?) Young adults, coffee enthusiasts, students, professionals. 4. What will be the primary image in the foreground? The background? What is the context of the ad† Foreground: Barista preparing a latte or espresso with latte art. Background: Café ambiance with cozy seating, shelves of coffee beans, and customers enjoying coffee. Context: Emphasize the café's unique atmosphere and quality coffee experience. 5. Sketch your idea. Remember that your fi nal product must fi t on a regular 81/2 x 11 inch sheet of paper. __________________________________________________________ Question #55: Final Print or Poster Job Advertisement On at 8 '/z by 11 inch sheet of paper you shall complete you print or poster job advertisement. If a print version, it must be a minimum of 200 words in length and include which newspaper or magazine it would ideally appear in. If a poster version, it must be in colour and include pictures and text refl ecting the same ideas as the samples in the above documents and advertise for a

 Enthusiasm for coff ee and a desire to contribute to Doris Cafe's welcoming atmosphere. Apply Today: Join our team at Doris Cafe and be part of a vibrant café community! To apply, please email your resume to careers@doriscafe.com or visit www.doriscafe.com/careers for more information. Question #56 1 . Which of the rules do you agree with the most either from your personal beliefs or from experience? Explain using personal examples. The rule I agree with the most is Rule 5: You may quit anytime you want to. This fi ts with my belief in personal freedom at work. If a job is not making you happy or is bad for your health, you should be able to leave and fi nd something better. For example, I had a job that was very stressful and had an unsupportive boss. I decided to quit and look for a job that made me happier and had a better work environment. This choice made me feel more in control and led to a much better job. It showed me that it’s important to take care of your own happiness. 2. Which one of the rules do you have the most problems with? Explain why. The rule I have the most problems with is Rule 2: You have to fi ght to get a job. While job hunting can be tough, saying you have to "fi ght" makes it sound too aggressive. I think fi nding a job should be more about fi nding a good match between you and the employer. From my experience, the best jobs come from networking and building relationships. For example, I met potential employers at industry events where we could talk in a relaxed setting. These meetings led to job off ers that

were a good fi t, without feeling like a fi ght. 3. The author states that these are “rules" about hiring and fi ring. Do you believe this to be true? Or do you think that some of these are biased or simply untrue? I think some of these "rules" are too simple and one- sided. They focus too much on the negative parts of working and getting fi red, and don't show the good parts of work relationships. For example, Rule 3: You have to fi ght to keep a job makes it seem like your job is always at risk. This isn’t always true. Many companies care about their workers and try to keep them by off ering growth opportunities and a good work environment. I’ve worked for companies that invested in their employees and supported them, which is diff erent from having to fi ght to keep your job. Also, Rule 11 suggests that if you get fi red, your coworkers won’t help you. This ignores the fact that coworkers can support each other during hard times. I’ve seen colleagues help each other with advice and support when someone was let go. Question #57 1. What is the one thing Bolles states that all people hate? Bolles says that all people hate rejection. 2. What does the author mean by “it” when he states that: a. “Whoops!” b. “It all goes out the window.” The author means our attempts to avoid being