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Listen & Learn: Carl Sagan

29th January 2025 by Jaksyn Peacock
Carl Sagan with Viking Lander
Carl Sagan with a Viking Lander (NASA)

Pre-listening vocabulary

  • astronomer: a scientist who studies space
  • habitable: able to support life
  • greenhouse effect: the process where certain gases in a planet’s atmosphere trap heat and cause high temperatures
  • probe: an unmanned spacecraft sent to collect information
  • advocate: to speak in support of a cause
  • disarmament: the act of reducing or removing weapons or military resources

Listening activity

Gapfill exercise

Carl Sagan was an American astronomer and science . He is widely known for his 1980 TV series Cosmos and book by the same name, which helped introduce astronomy concepts to everyday people. Sagan was very interested in the possibility of life. He studied the of other planets to find out if they were habitable. He was the first scientist to show that the high on Venus were because of a greenhouse effect. In the 1970s, Sagan led the project of putting together the Golden Records for NASA’s Voyager probes. Sagan and his team chose a series of images and sounds to represent life on Earth. Sagan was very concerned about the future of humanity. He advocated for nuclear disarmament, and his on Venus’s climate caused him to fear the effects of global climate change early in the 1960s.

Comprehension questions

See answers below

  1. Carl Sagan showed that the greenhouse effect was responsible for temperatures on
    a. Mercury
    b. Mars
    c. Venus
  2. Sagan advocated for
    a. nuclear advancement
    b. nuclear détente
    c. nuclear disarmament
  3. Sagan began to fear the effects of global climate change in
    a. the 1960s
    b. the 1970s
    c. the 1980s

Discussion/essay questions

  1. Do you think space exploration is important for the future of humanity? Why or why not?

Transcript

Carl Sagan was an American astronomer and science writer. He is widely known for his 1980 TV series Cosmos and book by the same name, which helped introduce astronomy concepts to everyday people. Sagan was very interested in the possibility of alien life. He studied the climates of other planets to find out if they were habitable. He was the first scientist to show that the high temperatures on Venus were because of a greenhouse effect. In the 1970s, Sagan led the project of putting together the Golden Records for NASA’s Voyager probes. Sagan and his team chose a series of images and sounds to represent life on Earth. Sagan was very concerned about the future of humanity. He advocated for nuclear disarmament, and his research on Venus’s climate caused him to fear the effects of global climate change early in the 1960s.

Answers to comprehension questions

1c 2c 3a

Listen & Learn: History of Paper

27th November 2024 by Jaksyn Peacock
Papyrus. Image by WikiImages (Pixabay)

Pre-listening vocabulary

  • courtier: someone who works at a royal court
  • scribe: someone who writes down information
  • pulp: a clump of material
  • Silk Road: a historical route across Europe and Asia where people traded items and information
  • parchment: a sheet of animal skin used for writing
  • refined: elegant, dignified
  • press: a machine that can print words
  • literacy: the ability to read

Listening activity

Gapfill exercise

In ancient times, people carved words on stone. The earliest paper-like material was papyrus, which ancient Egyptians made from the stems of the papyrus . However, the paper-making process began in China around 100 AD. A courtier named Ts’ai Lun mashed rags, bark, and old fishing nets into a pulp. He used to hold the pulp together and let it dry into a sheet. Before, Chinese scribes had written on woven fabric. Ts’ai Lun’s process made it easier to copy and spread information. Paper spread first to Korea and Japan, and then to the Middle East through the Silk Road. The Islamic Caliphate brought paper to Morocco and Spain in the 11th century. Europe took a while to start using paper. Roman officials thought parchment was more refined. However, the invention of the Gutenberg press changed this. Paper was to make than parchment, which made it better for mass printing. As production of paper increased around the world, so did literacy.

Comprehension questions

See answers below

  1. The ancient Egyptians wrote on
    a. paper
    b. papyrus
    c. parchment
  2. Ts’ai Lun’s paper was made of rags, bark, and
    a. animal skin
    b. papyrus stems
    c. old fishing nets
  3. In the 11th century, paper came to Morocco and Spain with
    a. the Roman Empire
    b. the Islamic Caliphate
    c. the Mongol Empire

Discussion/essay questions

  1. Some historians believe that the most powerful society during each period in history was often the one with the most access to paper. Do you think this is true? Why or why not?
  2. Over the last few decades, information has been moving online. Do you think paper will continue to be important in the future? Why or why not?

Transcript

In ancient times, people carved words on stone. The earliest paper-like material was papyrus, which ancient Egyptians made from the stems of the papyrus plant. However, the basic paper-making process began in China around 100 CE. A courtier named Ts’ai Lun mashed rags, bark, and old fishing nets into a pulp. He used water to hold the pulp together and let it dry into a sheet. Before, Chinese scribes had written on woven fabric. Ts’ai Lun’s process made it easier to copy books and spread information. Paper spread first to Korea and Japan, and then to the Middle East through the Silk Road. The Islamic Caliphate brought paper to Morocco and Spain in the 11th century. Europe took a while to start using paper. Roman officials thought parchment was more refined. However, the invention of the Gutenberg press changed this. Paper was cheaper to make than parchment, which made it better for mass printing. As production of paper increased around the world, so did literacy.

Answers to comprehension questions

1b 2c 3b

Listen&Learn: History of Writing

21st February 2024 by Jaksyn Peacock
Egyptian hieroglyphs, an early writing system

Pre-listening vocabulary

  • independent: having no help or influence from anyone else
  • civilization: an advanced group of people living together
  • scribe: someone who writes or copies important information
  • pictograph: a drawing that looks like the thing it represents
  • trade: the exchange of items between people or places
  • abstract: representing an idea without looking like a real item

Listening activity

Gapfill exercise

Throughout history, at least three have independently invented written . Ancient writing systems can be traced to the Mesopotamian, Chinese, and Maya civilizations. The first known writing system originated in Sumer, a Mesopotamian civilization in modern-day Iraq. The Sumerians used clay tokens to track their supply. They carved small pictures into the tokens to represent an amount of or grain. Around 3500 BCE, scribes began to arrange these pictographs into more detailed . Written were useful for sending trade information over long distances. Over time, the symbols used by Sumerian scribes became more abstract. They evolved into a complex writing system, called “cuneiform,” which many languages used for thousands of years.

Comprehension questions

See answers below

  1. Throughout history, writing was independently invented
    a. once
    b. twice
    c. three times
  2. The first known writing system came from
    a. the Chinese
    b. the Maya
    c. the Sumerians
  3. The Sumerian writing system began as
    a. flat pictographs
    b. clay tokens
    c. abstract symbols

Discussion/essay questions

  1. Chinese characters are the oldest writing system still in use. Why do you think they have survived so long?
  2. English uses the Latin alphabet. What writing system does your first language use? Where did it evolve from?

Transcript

Throughout history, at least three cultures have independently invented written language. Ancient writing systems can be traced to the Mesopotamian, Chinese, and Maya civilizations. The first known writing system originated in Sumer, a Mesopotamian civilization in modern-day Iraq. The Sumerians used clay tokens to track their food supply. They carved small pictures into the tokens to represent an amount of animals or grain. Around 3500 BCE, scribes began to arrange these pictographs into more detailed messages. Written messages were useful for sending trade information over long distances. Over time, the symbols used by Sumerian scribes became more abstract. They evolved into a complex writing system, called “cuneiform,” which many languages used for thousands of years.

Answers to comprehension questions

1c 2c 3b

Does Grammar Include Punctuation?

9th November 2022 by Martin Lassen

People often wonder whether the term “grammar”, when referring to English learning, includes punctuation or not. This article explains whether “punctuation” is a part of “grammar” or whether it is in its own category.

Is punctation part of grammar?

Grammar is the construction of sentences and paragraphs and how they form meaning. One aspect of grammar is “punctuation”, which relates to the symbols used to add meaning to sentences. Many grammatical rules cannot be followed without punctuation; therefore, it does form part of “grammar.”

The Cambridge Dictionary states that punctuation is “symbols used to separate phrases.” These symbols have many functions, including informing whether a sentence is a question or exclamation. They also inform when to pause and signal the end of a sentence.

Essentially “grammar” is the blueprint of the rules of the English language and how to put words together, and “punctuation” is one “branch” of these rules.

Some people argue that ”punctuation” is not part of “grammar” because “grammar” exists in spoken English, but punctuation doesn’t.

However, a person’s ability to speak well and without “grammatical” errors is intrinsically linked to a basic understanding and competence in written English’s grammatical rules, including punctuation.
In some grading systems and rubrics, “punctuation” is a separate category. However, errors in this section would directly affect the “grammar” section of the grading because the sentences would not be constructed correctly. For example, misusing commas and semi-colons would result in “run-sentences” or “sentence fragments”, which are classed as “grammatical errors.”

Furthermore, on the IELTS grading rubric for writing, “punctuation” forms part of “grammatical range” as well as “coherence and cohesion.” This rubric is relevant because to gain a high score on the “grammatical range” section; you need to use different punctuation like colons, semi-colons, and commas to show a “wide range of structures.”

The term “a wide range of structures” refers to “complex sentences” and “complex compound sentences”, which require commas and semi-colons to be correct.

What is grammar?

According to the Cambridge Dictionary, “grammar” is the “use of words and how they change form and combine with other words to make sentences.”

A fundamental aspect of how they combine with the other words is “punctuation” because it determines how the words in the middle of a sentence combine with a comma or how the final word in a sentence combines with the first word of a new sentence.

When grading “grammar” as an English teacher, there are essentially five main “branches” that are taken into consideration:

  • verb tense
  • determiners
  • connectors
  • punctuation
  • word order

Some schools or organisations sometimes grade one or more of these categories individually, or “punctuation” is sometimes graded with “spelling.” However, It is the combination of these five areas which essentially determines a person’s “grammatical range.” 

What is punctuation?

The Cambridge Dictionary states that “punctuation” is a collection of symbols that separate phrases and add meaning to sentences.

It is an essential part of English learning for both natives and non-natives because the incorrect use of “punctuation” can make text confusing for the reader and implies that the writer has a low level of English or lacks care and attention to detail. Also, when “punctuation” is used correctly, it makes writing more concise, accurate, and easier to understand.

It has always been the case that some people punctuate correctly and others don’t. However, some people are quite old-fashioned and strict regarding the use of “punctuation” and take “offence” at the misuse of punctuation, such as this man in the UK.

Indeed, in ESL and academic writing, “punctuation” is crucial and is often the difference between passing or failing. However, there is evidence that in today’s society, fewer and fewer people are using “punctuation” because of the growth of writing on the internet and in text messages. 

Is the use of punctuation declining?

People in today’s society, especially young people, write far more instant messages on the internet than traditional paragraphs or letters. Due to the nature of these instant messages, there is obviously not much need for punctuation because they are often informal and do not really require full stops or quotation marks.

Omitting punctuation may be acceptable in instant messaging, but there is evidence it allows people to form bad habits, which are then mirrored when people try to write formal paragraphs.

Also, many younger people have an aversion to the full stop because they perceive it as “aggressive.” This perception could lead people to omit it completely when they are writing anything, which is obviously not ideal for when they are writing formal or academic texts.

However, it seems apparent that whilst the traditional “punctuation” rules will probably always apply, there has always been a disparity in how some people use and perceive “punctuation” compared to others.

Furthermore, based on the significant debate online between younger and older generations about the differences in “punctuation”, it seems that this disparity is only likely to increase as we evolve into a “digital society.”

Final thoughts

“Grammar” is the “rulebook” of English and determines how words function together to form meaning in sentences. One essential part of this is “punctuation”, which is the use of symbols that connect words and sentences. Incorrect punctuation results in poor sentence structure and, therefore, “grammatical structure.”

Related links

What Every IELTS Teacher Needs To Know About Writing

10th June 2021 by Robert Mcbain

Why writing skills are important

With the world becoming more interconnected through electronic messaging, writing has taken on a new prominence. So a communicative language approach is essential for English language students who want to be successful. For students who wish to study business, English need these essential communication skills for instance, in a business that may need to persuade clients of potential investments who may be in another part of the world.

IELTS writing

Writing an IELTS essay is a challenging task for any EFL student who achieves it, as well as for the teachers who teach it. To be a successful IELTS teacher, as with all lessons preparation and planning is the key that includes everything from the rise and fall vocabulary to the grammar used to glue it all together. However, from that point forward, the essay development starts. But how is this accomplished? Better still, what, we may ask, are the most economical ways to do this? Of course, every teacher will have their methods, but, whatever methods they use, some theories related to educational psychology and instructional modelling are often essential factors.

The zone of proximal development

To be a skilled teacher in any subject, one must understand the basics of the zone of proximal development of a class or a particular student. The ZPD is a classic theory in education and is related to the idea of a conceptual zone between what the student cannot do and what they can do with some help from the teacher. It is a judgement made by the teacher as to what to do next. It relies on two ideas: firstly, the students’ potential next step in their development and secondly, the quality of the teachers’ instruction to get them there.

The gradual release of responsibility

This instructional model begins with a stage where the teacher takes all of the responsibility for teaching. Then over several lessons that may take a week or more creates a situation where the students take on more responsibility for their learning and become more competent, independent learners. Another way to look at it is this: I do it first, you watch me; then we do it together as I guide you; now you do it by yourself as I watch you.

The shared writing model 

If you are teaching writing skills in any program and don’t use this method you cannot teach writing effectively. Shared writing is the soul of teaching writing skills, and it is the method used for teaching writing directly to students as they watch. This method is similar to the gradual release of responsibility because students will eventually do it by themselves. The model uses two integrated phases, the demonstration phase and the joint composition phase. But for shared writing to be effective, the teacher should choose a task that is just above the students’ ZPD so that they are constantly engaged in the process.

The demonstration phase

Every good teacher models what they want their students to do, so the teacher demonstrates how to do it. The teacher is doing most of the work at this stage, writing the essay on the board and giving a running commentary on the choice of words, grammar and punctuation as the students watch. Students should copy what the teacher is writing to use this copy as a model for their next essay. Use coloured pens to highlight different parts of the text or individual words and make a deliberate mistake now and then for entertainment. As the teacher writes, the students can comment and make suggestions to keep them fully engaged and not just passive observers.

Joint composition

This phase is similar, except the students are encouraged to contribute more to the writing. Firstly, the teacher asks the students to write a similar essay to the one they copied during the demonstration phase. However, this second essay has slightly different data from the first one. Additionally, this encourages students to take a little more control of their writing and makes it their own. Because the data is slightly different, the vocabulary and grammar will also have to be adjusted. However, the teacher is there to guide students through this and students are encouraged to offer their ideas of how to write the data, then it becomes a two-way challenge; students suggest then the teacher corrects and guides them as they write. The shift from teacher to students has begun.

IELTS as a way to develop critical thinking

IELTS requires students to produce two essays, and many of the advantages students receive while doing this are hidden in the details. For instance, during the essays students, are constantly having to use their skills in deduction, at the same time comprehending and organising data, but also using their powers of logical analysis. Other thinking skills are comparing and contrasting data and ideas. Furthermore, having to decide between what is or is not essential information, and at the same time making judgements and writing about their opinions, also writing about two sides of an argument or writing about a problem and, in some cases, even being asked to propose a solution. All these are valuable critical thinking skills often gained by experience.

Listen&Learn: A Room of One’s Own

2nd June 2021 by Jaksyn Peacock

Pre-listening vocabulary

  • feminism: the movement for women’s rights
  • essay: a short piece of writing about a certain topic
  • absence: the lack of something
  • independence: the ability to control your own life
  • disadvantage: something that makes success difficult

Listening activity

Gapfill exercise

A Room of One’s Own is a feminist essay written by English Virginia Woolf. The essay’s main is that “a woman must have money and a room of her own if she is to write fiction”. Woolf came to this conclusion after noticing the absence of female writers in . She believed that many more women could have written books if they’d had and independence. Woolf first presented A Room of One’s Own at a women’s university in 1928, and it as a book one year later. This was a time when women still faced many disadvantages in life. Woolf’s essay was one of the first well-known feminist works, and it is still famous today.

Comprehension questions

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Discussion/essay questions

  1. Why did Woolf believe that “a woman must have money and a room of her own if she is to write fiction”?
  2. Do you think that feminist works from the 1920s are still relevant? Why or why not?

Transcript

A Room of One’s Own is a feminist essay written by English author Virginia Woolf. The essay’s main argument is that “a woman must have money and a room of her own if she is to write fiction”. Woolf came to this conclusion after noticing the absence of female writers in history. She believed that many more women could have written books if they’d had money and independence. Woolf first presented A Room of One’s Own at a women’s university in 1928, and published it as a book one year later. This was a time when women still faced many disadvantages in life. Woolf’s essay was one of the first well-known feminist works, and it is still famous today.

William Shakespeare

20th May 2020 by Jaksyn Peacock

Pre-listening vocabulary

  • dramatist: a person who writes plays
  • credit: to recognize someone as the creator of something
  • iconic: famous; widely known
  • comedy: a type of play that makes use of humour, and has a happy ending
  • tragedy: a type of play that has a sad endingoften the death of the main character
  • relevant: important to the time or situation

Listening activity

Gapfill exercise

William Shakespeare was an English dramatist and poet, currently considered to be one of the greatest of all time. He was born in 1564 in Stratford, where he would spend the rest of his childhood. At age 18, he married a woman named Anne Hathaway, and the had three children together. After the birth of his youngest two children, Shakespeare travelled to London and helped to found an company known as the Lord Chamberlain’s Men. While working as an actor, Shakespeare began to write scripts. One of the first plays to be officially credited to Shakespeare was the iconic Romeo and Juliet, a story of two young lovers who come from families. During his life, Shakespeare wrote at least 38 plays: 14 comedies, 12 tragedies, and 12 histories. Shakespeare died in 1616 – over 400 years ago – but his plays are still relevant today because of their influence on stories. In fact, many of today’s books, movies, and plays are based on concepts from Shakespeare’s work.

Comprehension questions

[wp_quiz id=”19403″]

Discussion/essay questions

  1. Do you know of any modern books, movies, or plays that are based on Shakespeare’s plays?
  2. Why do you think that so much modern entertainment is inspired by these plays?

Transcript

William Shakespeare was an English dramatist and poet, currently considered to be one of the greatest writers of all time. He was born in 1564 in Stratford, where he would spend the rest of his childhood. At age 18, he married a woman named Anne Hathaway, and the couple had three children together. After the birth of his youngest two children, Shakespeare travelled to London and helped to found an acting company known as the Lord Chamberlain’s Men. While working as an actor, Shakespeare began to write scripts. One of the first plays to be officially credited to Shakespeare was the iconic Romeo and Juliet, a story of two young lovers who come from rival families. During his life, Shakespeare wrote at least 38 plays: 14 comedies, 12 tragedies, and 12 histories. Shakespeare died in 1616 – over 400 years ago – but his plays are still relevant today because of their influence on modern stories. In fact, many of today’s books, movies, and plays are based on concepts from Shakespeare’s work.

Summary: Little Women

4th March 2020 by Jaksyn Peacock

Pre-listening vocabulary

  • publish: to release and sell a book to the public
  • volume: a book that is part of a series
  • accomplish: to achieve; to complete
  • expectations: beliefs about what certain people should and should not do
  • oppose: to be against a certain idea
  • independent: not controlled or told what to do, free to make one’s own decisions
  • adaptation: a film or book that is based on another original work

Listening activity

Gapfill exercise

Little Women is a classic by author Louisa May Alcott. It was originally published in two volumes – the first in 1868, and the second in 1869. The story the lives of four sisters growing up in a poor house during the time of the American Civil War. The main is Jo, the second-oldest sister. She wants to become a writer, which is difficult for her to accomplish because of the expectations for women at the time. She spends most of the story opposed to the idea of love, as she wants to be independent and put her own first. The character of Jo is based on Louisa May Alcott herself. This book is still loved by many today, and a recent movie adaptation won several for the script, acting, costumes, and music.

Comprehension questions

[wp_quiz id=”19291″]

Discussion/essay questions

  1. Books like Little Women are considered “classics” because they were published a long time ago, but the themes are still interesting and relevant today. Have you read any books that are considered “classics”? What did you think of them?

Transcript

Little Women is a classic novel by author Louisa May Alcott. It was originally published in two volumes – the first in 1868, and the second in 1869. The story follows the lives of four sisters growing up in a poor house during the time of the American Civil War. The main character is Jo, the second-oldest sister. She wants to become a writer, which is difficult for her to accomplish because of the expectations for women at the time. She spends most of the story opposed to the idea of love, as she wants to be independent and put her own career first. The character of Jo is based on Louisa May Alcott herself. This book is still loved by many today, and a recent movie adaptation won several awards for the script, acting, costumes, and music.

What Your Students Need To Know About BULATS Writing Part One

18th September 2011 by Alex Case

Exam overview

BULATS is a Business English language exam that could be briefly explained as like a business version of IELTS or as the chief competitor of TOEIC. The biggest difference with those two exams is that individual candidates cannot register themselves for BULATS. Instead, it is always commissioned by organizations to test groups of people like staff, students and potential employees. The test is split into several parts which can be commissioned and taken on their own, with BULATS Writing being one.

The BULATS Writing test takes 45 minutes, with 15 minutes recommended for Part One and 30 minutes for Part Two. Candidates have to manage that time themselves.

Part One is an email/letter/message/fax based on a written prompt (e.g. an email that you should reply to or a message telling you what information that you should report to others) and some instructions. The instructions always include three points which you must include in your answer, given as bullet points. The required length is 50-60 words. Although there are not automatically points off for answers which are substantially shorter or longer, shorter is likely to mean that the task is not achieved or the required formatting and formality have been left out, and longer tasks are often off topic and wasting time which is better spent on Writing Part Two.

Candidates are judged on accurate and appropriate use of language, organization, and task achievement. All three parts of the question must be included in the answer, and appropriate use of language includes a substantial emphasis on getting the formality right and being consistent with it.

Example BULATS Writing Part One task

You picked up this pamphlet from a trade fair.

REDUCE OFFICE CLEANING COSTS BY 70%

Our new office cleaning robot works is constantly available, can clean around your feet while you are working, and can work up to 12 hours a day. Because it uses less electricity than a traditional vacuum cleaner and you don’t pay it wages, it’s better for the environment and can work out cheaper too!

Write an email to the supplier asking for more details about the robot, including:

  • Price
  • After sales service
  • Money saving compared to a human cleaner

Write 50 to 60 words in the space below.

What students need to know to do well in BULATS Writing Part One

As mentioned above, students might need to write an email, letter, fax or message. It is not entirely clear what is meant by “message”, but most BULATS books take it to be a short informal internal email rather than something scrawled on a Post It note. It is also not easy to say what the correct format for a fax is, especially in these days when they are rarely sent, but one possibility is just a letter with to/from/subject at the top. Given the shortness of the required 50 to 60 words, there are negligible differences between those four formats in this part of the exam and all four can usually be dealt with together in one class.

One difference between the genres that might be worth mentioning is that letters tend to be a bit more formal than emails, and formality generally is something that is important for students to get right. When they look at the task they should think carefully about who the email, letter, fax or message is going to be read by (including if it will be just one person or more than one) and decide how formal or informal their writing will be. There are usually a range of formality choices for each task, e.g. you can imagine it’s a regular customer or new customer, and you aren’t expected to necessarily be on first name terms with your boss. However, once they decide on a level of formality, consistency is very important. As the writing is so short, this mainly means consistency in the use of salutations and opening lines, and so time spent on “Dear Sir or Madam”, “I am writing to you in connection with…”, “I look forward to hearing from you soon”, “Best regards” etc is usually time well spent.

Another thing that is difficult to show properly in such a short piece of writing but is worth some time on is formatting and paragraphing. Generally, students should link two of the three things they should write about and put them in one paragraph. The other point should be given a supporting sentence or two including background information etc in order to avoid one sentence paragraphs. The opening and closing lines should also be written as separate paragraphs, especially in more formal writing. This leads to an answer to the task above something like this:

Dear Sir or Madam

I picked up a pamphlet on your new robot cleaner at a recent trade fair and would like to know more about this product.

First of all, can you tell me about the cost? I would like to know how much I need to pay up front, and when I will be able to recoup my investment compared to a member of staff doing the job.

My other main question was about after sales service. Most importantly, can you supply a temporary replacement while our robot is being fixed?

I look forward to hearing from you soon.

Yours

Alex Case, Head of Office Affairs

(61 words)

Other things I have tried to do in the model answer above include:

  • rephrasing the question rather than reusing words that are written in the task
  • using indirect questions
  • using a few linking expressions
  • avoiding bullet points
  • making a little bit of effort to use some more advanced language

Although all of these are difficult to fit into a 50- to 60-word piece of writing, they are all also useful business writing skills and so are well worth some classroom time.

As candidates don’t always have to ask for information as in this task, you might also want to look at some of these functions (in approximate order of importance):

  • Arranging appointments/meetings
  • Inviting, accepting and refusing offers and invitations
  • Expressing needs and wants
  • Making travel enquiries, reservations, requests and complaints
  • Talking about the future
  • Thanking and expressing appreciation
  • Apologising and accepting apologies
  • Giving and receiving instructions
  • Asking for and giving permission
  • Making and receiving complaints