{"branchingScenario":{"content":[{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":39.99780425438478,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"

Polite and Clear in Canada<\/strong><\/h2>\n\n
<\/p>\n"},"subContentId":"f632b92d-fbd4-4cdf-ad4e-9eff63ae2483","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
A branching scenario for everyday newcomer communication<\/em><\/h3>\n\n
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For adult ESL learners (B1\u2013B2)<\/p>\n\n
<\/p>\n"},"subContentId":"039f1785-47cd-4760-b54b-748341031543","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":27.739600801926642,"width":63.82764418197625,"height":66.19248761174646,"action":{"library":"H5P.Image 1.1","params":{"decorative":false,"contentName":"Image","expandImage":"Expand Image","minimizeImage":"Minimize Image","file":{"path":"images\/file-69c6f81f645a6.jpg","mime":"image\/jpeg","copyright":{"license":"U"},"width":1200,"height":630}},"subContentId":"43861205-40c5-4a8c-8b4d-3e05d7816b38","metadata":{"contentType":"Image","license":"U","title":"Untitled Image"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"subContentId":"5fad26b7-478b-4379-9560-34f6e29b03a1","metadata":{"contentType":"Course Presentation","license":"U","title":"O1"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":1},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":39.99780425438478,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What will you do in this activity?<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"4e94f7ed-22a3-4ae7-ad5b-0f3521867c68"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
In this activity, you will complete three everyday newcomer situations in Canada<\/strong>:<\/p>\n\n
\n\t
contacting a landlord about a repair<\/li>\n\t
returning a product at customer service<\/li>\n\t
calling a bank about an unexpected fee<\/li>\n<\/ul>\n\n
In each situation, choose the response that is the most polite, clear, and effective<\/strong>.<\/p>\n\n
You will receive feedback after every choice.
\nEven if you choose the best option, you will still review why the other options are less effective.<\/p>\n\n
Goal:<\/strong>
\nThis activity is not only about getting the \u201cright\u201d answer.
\nIt is also about noticing how language changes across situations<\/strong>.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"8d6fade0-c48b-4c8f-bd6e-3e42a96cd7de"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"O2"},"subContentId":"d759c9ae-3e30-4ff1-8137-9360f9f937a7"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":2},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":39.99780425438478,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 1 \u2014 The heater isn\u2019t working<\/strong><\/h2>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"7748ba78-f0d3-478f-bc31-581034981d40"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
You wake up and your apartment is cold.
\nYou need to contact your landlord or property manager.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"1e84a1e9-f4ac-4a34-a2d2-43000f1d5432"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-1"},"subContentId":"f04dbf39-d796-4e06-9f64-08d35ff565f3"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":3},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":39.99780425438478,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
The problem<\/strong><\/h2>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"634a1514-2a95-4e09-b571-41ed14dbb910"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":20.169867228183435,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
It is 7:30 a.m.<\/strong> You wake up and the apartment feels very cold.
\nYou check the thermostat, but the heater is still not working.<\/p>\n\n
You want to message your landlord or property manager.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"193231d1-d735-4ba9-9314-a5eab4387999"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":72.7659884110589,"y":90.78414807903265,"width":24.253159256663512,"height":6.050536509097327,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What should you say first?<\/strong><\/p>\n\n
<\/h3>\n"},"subContentId":"f15acca2-d5fa-4469-aa03-e018053fc7d3","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":37.8267283662636,"width":50,"height":55.5553125,"action":{"library":"H5P.Video 1.6","params":{"visuals":{"fit":true,"controls":true},"playback":{"autoplay":false,"loop":false},"l10n":{"name":"Video","loading":"Video player loading...","noPlayers":"Found no video players that supports the given video format.","noSources":"Video is missing sources.","aborted":"Media playback has been aborted.","networkFailure":"Network failure.","cannotDecode":"Unable to decode media.","formatNotSupported":"Video format not supported.","mediaEncrypted":"Media encrypted.","unknownError":"Unknown error.","invalidYtId":"Invalid YouTube ID.","unknownYtId":"Unable to find video with the given YouTube ID.","restrictedYt":"The owner of this video does not allow it to be embedded."},"sources":[{"path":"videos\/sources-69c6f8a659dc0.mp4","mime":"video\/mp4","copyright":{"license":"U"}}]},"subContentId":"446abb43-3be8-4630-8036-0552200aed4a","metadata":{"contentType":"Video","license":"U","title":"Untitled Video"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-2"},"subContentId":"2d8fedfe-f83c-4894-9fbf-ca36805ae2e2"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":4},{"type":{"library":"H5P.BranchingQuestion 1.0","params":{"branchingQuestion":{"alternatives":[{"nextContentId":5,"feedback":{"title":"
(Missing: opener \/ polite request \/ next step)<\/p>\n\n
<\/p>\n","subtitle":"
This message is very direct and sounds demanding. In this situation, it may create tension instead of encouraging help.<\/p>\n\n
<\/p>\n"},"text":"\u201cThe heater isn\u2019t working. Send someone today. This is your responsibility.\u201d"},{"nextContentId":5,"feedback":{"title":"
(Missing: clear request \/ next step)<\/p>\n","subtitle":"
This message explains the problem, but it does not clearly ask for action or confirm what should happen next.<\/p>\n\n
<\/p>\n"},"text":"\u201cHi, my apartment is really cold. The heater isn\u2019t working.\u201d"},{"nextContentId":5,"feedback":{"title":"","subtitle":""},"text":"\u201cHi [Name], I hope you\u2019re well. Could you please arrange a maintenance visit? The heater hasn\u2019t worked since last night, and it\u2019s very cold. Do you have an ETA for when someone could come by?\u201d"}],"question":"
Choose the best first message.<\/strong><\/p>\n"}},"subContentId":"2c2985fc-dbd3-49c3-8a89-1f2972738deb","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":81.69999221276264,"height":20.169867228183435,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cThe heater isn\u2019t working. Send someone today.<\/strong> This is your responsibility.\u201d<\/span><\/p>\n\n
(Missing: opener \/ polite request \/ next step)<\/p>\n\n
This message is very direct and sounds demanding. In this situation, it may create tension instead of encouraging help.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"ddccb57a-3a5d-4b15-bf74-806e85c687b0"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":30.26138269301088,"width":95.74255137980909,"height":20.16550454551186,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cHi, my apartment is really cold. The heater isn\u2019t working.\u201d<\/span><\/p>\n\n
(Missing: clear request \/ next step)<\/p>\n\n
This message explains the problem, but it does not clearly ask for action or confirm what should happen next.<\/p>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"6ec965b3-c2ce-4f69-81fa-7770f4d70ef9"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":58.00098349493752,"width":95.74255137980909,"height":20.16550454551186,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cHi [Name], I hope you\u2019re well. Could you please<\/strong> arrange a maintenance visit? The heater hasn\u2019t worked since last night, and it\u2019s very cold. Do you have an ETA<\/strong> for when someone could come by?\u201d<\/span><\/p>\n\n
(Strong opener \/ request \/ detail \/ next step)<\/em><\/p>\n\n
This is the most effective choice. It is polite, clear, and action-oriented.<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"fa4b934e-02ff-464d-a055-bbf80218a2e2"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"branching question 1 -review"},"subContentId":"3a20faec-8cd7-45e3-a3e0-08db5557c2f1"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":6},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":0,"y":0,"width":39.99780425438478,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Why were the options different?<\/strong><\/h2>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"b769592d-c04c-4526-af29-69666ce07c66"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
All three messages talk about the same problem, but they do not<\/strong> create the same effect.<\/p>\n\n
\n\t
Option A<\/strong> sounds like a demand.<\/li>\n\t
Option B<\/strong> gives the problem, but not the action.<\/li>\n\t
Option C<\/strong> is more likely to get a helpful response.<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"9e8f7879-f55a-4c15-96a1-cfe6f85c15bb"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-3"},"subContentId":"9e6a92ac-3350-46a1-98cb-3ae396fda914"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":7},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Read the situation before you write<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"24931459-2279-4371-8991-4cc92378ab57"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Before you message someone, do a quick situation check:<\/p>\n\n
\n\t
Who has the power to solve the problem?<\/strong><\/li>\n\t
How close is your relationship?<\/strong><\/li>\n\t
How big is the request?<\/strong><\/li>\n<\/ul>\n\n
You do not need a long analysis.
\nJust take 10 seconds<\/strong> to think about the situation first.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"a1a5fd38-688c-486a-b239-eecb9a9f4897"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-4"},"subContentId":"6210c8dd-1372-4df9-95c1-945ba632c570"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":8},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
In this situation<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"0905f78d-753d-4389-b733-eac504b4bcf1"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.7354317742284033,"y":18.490342758125184,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
For a tenant contacting a landlord or property manager:<\/p>\n\n
\n\t
the other person has more power to solve the problem<\/li>\n\t
the relationship is professional, not close<\/li>\n\t
the request takes time and effort<\/li>\n<\/ul>\n\n
So your message should be:<\/p>\n\n
polite + clear + action-oriented<\/strong><\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"1375c614-b8cb-4b97-9a0a-33adf822f322"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-5"},"subContentId":"d2fe0af7-dd5a-4739-bfe1-1a6a8aa2b41e"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":9},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What made Option C stronger?<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"a4fe4ae2-40e7-4021-83b8-8bbf4f761b54"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cHi [Name], I hope you\u2019re well<\/span>. Could you please<\/strong> arrange a maintenance visit?<\/span> The heater hasn\u2019t worked since last night, and it\u2019s very cold.<\/span> Do you have an ETA<\/strong> for when someone could come by?<\/span>\u201d<\/p>\n\n
It included:<\/p>\n\n
\n\t
a polite opener<\/strong><\/span><\/li>\n\t
a clear request<\/strong><\/span><\/li>\n\t
one useful detail<\/strong><\/span><\/li>\n\t
a question about the next step<\/strong><\/span><\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"d955b71f-a110-4338-8fc0-bfade3198683"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-6"},"subContentId":"aef50e65-35bf-4369-abb7-d5a365d5d66d"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":10},{"type":{"library":"H5P.BranchingQuestion 1.0","params":{"branchingQuestion":{"alternatives":[{"nextContentId":11,"feedback":{"title":"","subtitle":"
Not quite. This is a professional relationship, and the repair requires the landlord\u2019s action and resources.<\/p>\n\n
<\/p>\n"},"text":"The relationship is close and casual, and the request is easy."},{"nextContentId":11,"feedback":{"title":"","subtitle":"
Yes. That is why a polite and clear message works better than a command.<\/p>\n\n
<\/p>\n"},"text":"The landlord or property manager has more power, the relationship is professional, and the request is not small."},{"nextContentId":11,"feedback":{"title":"","subtitle":"
Not quite. The main issue here is not grammar. It is choosing language that fits the situation.<\/p>\n\n
<\/p>\n"},"text":"Power is equal, the relationship is very close, and the main problem is only grammar."}],"question":"
Which summary best fits this situation?<\/strong><\/p>\n\n
<\/h3>\n"}},"subContentId":"d9844b00-589c-4dfa-a509-d586931b938d","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
A useful pattern for repair messages<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"86002d18-2889-4f75-a7bb-56e3382c59c7"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":25.2178189108424,"width":81.69999221276264,"height":42.86600511921724,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
For this type of message, a simple pattern is:<\/p>\n\n
opener \u2192 request \u2192 key detail \u2192 next step<\/strong><\/p>\n\n
Example:<\/strong>
\nHi [Name], I hope you\u2019re well.
\nCould you please arrange a maintenance visit?
\nThe heater hasn\u2019t worked since last night, and it\u2019s very cold.
\nDo you have an ETA for when someone could come by?<\/p>\n\n
Helpful phrases:<\/strong><\/p>\n\n
\n\t
\u201cCould you please\u2026?\u201d<\/li>\n\t
\u201cThe heater hasn\u2019t been working since\u2026\u201d<\/li>\n\t
\u201cIt\u2019s very cold in the apartment.\u201d<\/li>\n\t
\u201cDo you have an ETA\u2026?\u201d<\/li>\n\t
\u201cThank you for your help.\u201d<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"f155e3b7-d182-4906-9d42-266e35604f87"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":57.446832956099136,"y":17.652473237589682,"width":37.01912213579666,"height":63.04026024789116,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
<\/p>\n\n
Helpful phrases:<\/strong><\/p>\n\n
\n\t
\u201cCould you please\u2026?\u201d<\/li>\n\t
\u201cThe heater hasn\u2019t been working since\u2026\u201d<\/li>\n\t
\u201cIt\u2019s very cold in the apartment.\u201d<\/li>\n\t
\u201cDo you have an ETA\u2026?\u201d<\/li>\n\t
\u201cThank you for your help.\u201d<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"7a1ba4ea-9026-40c5-8334-783a9a4526e6"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-7"},"subContentId":"a2b777cf-b9a7-4a6e-b041-c581810ba721"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":12},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Later\u2026<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"c66b9ba4-805e-4fd2-800f-2962c217e90f"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
You sent your message yesterday.<\/p>\n\n
Now it is 4:00 p.m. the next day<\/strong>, and you still do not have a clear update.
\nThe heater is still not working.<\/p>\n\n
You want to follow up politely.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"d6b31706-d5c9-4816-9f9c-430275b0d210"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-8"},"subContentId":"e47a5d6c-4865-42da-bd62-dd2d8eedc973"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":13},{"type":{"library":"H5P.BranchingQuestion 1.0","params":{"branchingQuestion":{"alternatives":[{"nextContentId":14,"feedback":{"title":"
(Too accusatory \/ no softener)<\/p>\n","subtitle":"
This follow-up sounds accusatory and may escalate the interaction.<\/p>\n\n
<\/p>\n"},"text":"\u201cYou didn\u2019t reply. Are you going to fix it or not?\u201d"},{"nextContentId":14,"feedback":{"title":"
(Too vague \/ no clear ask)<\/p>\n","subtitle":"
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(Soft follow-up \/ clear ask \/ next step)<\/p>\n","subtitle":"
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Choose the best follow-up message.<\/strong><\/p>\n\n
<\/h3>\n"}},"subContentId":"d6a32b77-5360-4705-8ef2-e6c4db200765","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Following up is tricky<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
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You want action, but you do not want to sound aggressive.<\/p>\n\n
A strong follow-up usually has:<\/p>\n\n
\n\t
a soft opener<\/li>\n\t
one clear request<\/li>\n\t
a question about the next step<\/li>\n<\/ul>\n\n
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Why Option A was risky<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
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\u201cYou didn\u2019t reply. Are you going to fix it or not?\u201d<\/p>\n\n
This sounds frustrated and confrontational.
\nIt may damage the relationship and reduce cooperation.<\/p>\n\n
Better alternative:<\/strong>
\n\u201cCould you please share an update when you have a moment?\u201d<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"d949c7db-7e5f-4c6e-84b3-054e31e2bebf"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 1-9 Why Option A was risky"},"subContentId":"37842cdf-8939-47b5-9f1a-263388184922"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":16},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Why Option B was weak<\/strong><\/h2>\n\n
<\/p>\n\n
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\u201cSorry to bother you again\u2026 just wondering\u2026 thanks.\u201d<\/p>\n\n
This sounds polite, but it does not clearly ask for action.
\nThe message is too soft and too vague.<\/p>\n\n
Better alternative:<\/strong>
\n\u201cWould it be possible to share an update or an ETA?\u201d<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"f0536a78-7afb-42d3-ae7f-45bc468ef745"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"Why Option B was weak"},"subContentId":"56c82844-6807-4c8c-a601-c3378abdf77a"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":17},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Why Option C worked better<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
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<\/p>\n\n
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\u201cJust checking in\u201d softens the follow-up.
\n\u201cWould it be possible\u2026\u201d makes the request less direct.
\n\u201cUpdate or an ETA\u201d moves the task forward.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"4f63063c-96bd-45f2-8407-6db681024912"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"Why Option C worked better"},"subContentId":"6ead549f-4470-4543-98ee-085b008dadad"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":18},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 1 complete<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
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In this act, you practiced how to contact a landlord or property manager about a repair.<\/p>\n\n
Useful phrases to remember:<\/strong><\/p>\n\n
\n\t
\u201cCould you please arrange a maintenance visit?\u201d<\/li>\n\t
\u201cThe heater hasn\u2019t been working since\u2026\u201d<\/li>\n\t
\u201cJust checking in about\u2026\u201d<\/li>\n\t
\u201cWould it be possible to share an update?\u201d<\/li>\n\t
\u201cDo you have an ETA\u2026?\u201d<\/li>\n<\/ul>\n\n
What matters most:<\/strong>
\nBe polite, clear, and action-oriented<\/strong>.<\/p>\n\n
Next:<\/strong>
\nIn Act 2, you will use the same general mindset in a new situation: customer service<\/strong>.<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"cac3dadd-2299-4e39-b2bd-91d2bb101702"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"A1-10 \u2014 Act 1 Summary + Phrase Bank + Transition"},"subContentId":"ef815f20-ad82-4bfb-92d3-f3bc3f5736b0"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":19},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 2 \u2014 Customer Service<\/strong><\/h2>\n\n
<\/p>\n\n
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<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"df3e233d-67e1-4125-a8f3-cf54c4851fd7"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":82.34323973319547,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Now you are in a different situation.<\/p>\n\n
This time, you need to solve a problem at customer service<\/strong>.<\/p>\n\n
Remember:<\/strong>
\nBe polite, clear, and solution-focused<\/strong>.<\/p>\n\n
<\/h3>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"a397a155-18ce-4404-be68-b7e25a5a3845"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"A2-1 \u2014 Transition to Act 2"},"subContentId":"fd3e1c1d-b689-47b0-bfee-b3f81ab74ea0"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":20},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
The problem<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"c9352e68-21fc-4ef1-96be-d565bba4586d"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":0,"y":0,"width":81.69999221276264,"height":82.34323973319547,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
You bought a heater two days ago<\/strong>, but when you opened the box, one important part was missing<\/strong>.
\nBecause of this, you cannot use the heater.<\/p>\n\n
You are now at the customer service desk<\/strong>, and you have the receipt with you.<\/p>\n\n
<\/h3>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"3046ced0-5cd0-4af3-9a7c-51de53f50f71"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":63.8298143956657,"y":90.78414807903265,"width":35.74252584788334,"height":7.556595090090657,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
How should you explain the problem?<\/strong><\/p>\n\n
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This sounds accusatory and may make the interaction more tense.
\n <\/p>\n"},"text":"\u201cYou gave me the wrong product. This is unacceptable.\u201d"},{"nextContentId":22,"feedback":{"title":"","subtitle":"
This explains the problem, but it is too short and does not give enough context.
\n <\/p>\n"},"text":"\u201cThere is a part missing.\u201d"},{"nextContentId":22,"feedback":{"title":"","subtitle":""},"text":"\u201cHi, I bought this heater two days ago, and it looks like one part is missing. I have the receipt here.\u201d"}],"question":"
Choose the best way to explain the problem.<\/strong><\/p>\n\n
<\/h3>\n"}},"subContentId":"0264af7f-0098-4571-9a42-9e8054162a42","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Why the options felt different<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"4e6c0715-6b51-4d00-862f-0555c44a0179"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":82.34323973319547,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
In customer service, your goal is not only to say what is wrong.
\nIt is also to make it easy for the other person to help you.<\/p>\n\n
A stronger opening usually does three things:<\/p>\n\n
\n\t
describes the problem calmly<\/li>\n\t
avoids blame<\/li>\n\t
gives one useful fact<\/li>\n<\/ul>\n\n
<\/h3>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"beeee0b3-2f26-4ded-b0a7-1e621d9daddb"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"A2-4 \u2014 Guided Review 1"},"subContentId":"d21d88a4-13f0-4156-9171-d92e804b5b5f"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":23},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Option A<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"5fa5f72b-6752-48cc-ad73-92ec3fa09ec9"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cYou gave me the wrong product. This is unacceptable.\u201d<\/p>\n\n
This sounds like blame.
\nEven if you are frustrated, a more neutral description often works better.<\/p>\n\n
Better phrasing:<\/strong>
\n\u201cIt looks like one part is missing from the box.\u201d<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"f826b49e-c48e-4d4d-8dbe-3910984f7966"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-5 option A"},"subContentId":"22cb122d-0e3b-496e-b3af-caf5c774cdf9"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":24},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Option B<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"44981645-c1c8-42a8-b841-42bc9dc3fbc0"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cThere is a part missing.\u201d<\/p>\n\n
This is understandable, but it is too limited.
\nCustomer service may need a little more detail.<\/p>\n\n
Better phrasing:<\/strong>
\n\u201cI bought this two days ago, and one part seems to be missing.\u201d<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"3cd08712-c604-497c-8725-200cfb7ed491"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-5 option B"},"subContentId":"f2745ffe-1bef-4a1f-8219-b022627dd3ae"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":25},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Option C<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"078579d6-a223-4d46-94b8-400583abcb29"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cHi, I bought this heater two days ago, and it looks like one part is missing. I have the receipt here.\u201d<\/p>\n\n
This option works better because it:<\/p>\n\n
\n\t
stays calm<\/li>\n\t
adds a useful fact<\/li>\n\t
shows that you have evidence<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"e5553786-f09d-4fc5-b8e8-f27b2bdab026"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-5 option C"},"subContentId":"56c31ae5-aa5d-403f-9f5a-f0f4bb334cf8"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":26},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Quick reminder<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"35e05f21-df13-44c8-9158-fb2e0c36289c"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
At customer service, try to:<\/p>\n\n
\n\t
describe the problem without blame<\/li>\n\t
include one or two facts<\/li>\n\t
stay focused on solving the problem<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"de5d206a-c46c-4ea8-87cb-ec1d2887fe73"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-6"},"subContentId":"dfd3782c-9d95-4ce5-b49a-fe9a12563de3"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":27},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
The conversation continues<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"97d0b587-671d-4145-9476-31ec0a3c22f8"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
The staff member says:<\/p>\n\n
\u201cOur return policy is usually 7 days, but missing parts can be a little complicated.\u201d<\/strong><\/p>\n\n
You still want to solve the problem today.<\/p>\n\n\n
Remember:<\/strong> Be polite, clear, and solution-focused.<\/p>\n\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"622c4acb-5337-4453-b40b-1fe4f5835758"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":63.8298143956657,"y":90.78414807903265,"width":34.46592955997003,"height":6.050536509097327,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What should you say next?<\/strong><\/h3>\n\n
<\/h3>\n"},"subContentId":"a8e0ce31-9ba2-47f2-9113-7b3518031fa7","metadata":{"contentType":"Text","license":"U","title":"Untitled Text"}},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-7"},"subContentId":"b74e6f96-3ac7-4ccd-a784-53a6bb96d368"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":28},{"type":{"library":"H5P.BranchingQuestion 1.0","params":{"branchingQuestion":{"alternatives":[{"nextContentId":29,"feedback":{"title":"","subtitle":"
This is too forceful and may sound confrontational.
\n <\/p>\n"},"text":"\u201cGet your manager. I want a refund now.\u201d"},{"nextContentId":29,"feedback":{"title":"","subtitle":"
This shows your need, but it does not clearly ask for a solution.
\n <\/p>\n"},"text":"\u201cI really need this.\u201d"},{"nextContentId":29,"feedback":{"title":"","subtitle":""},"text":"\u201cCould you please help me with an exchange or a refund? If needed, could I also speak to a supervisor?\u201d"}],"question":"
Choose the best next response.<\/strong><\/p>\n\n
<\/h3>\n"}},"subContentId":"5a1db2c6-c5ef-4f1c-b160-3f1af1092e7b","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Asking for a solution<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"8698895c-a41c-4e32-b3b3-2e480fea51b6"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
In this situation, it is important to ask clearly for what you want:<\/p>\n\n
\n\t
an exchange<\/li>\n\t
a refund<\/li>\n\t
another person who can help<\/li>\n<\/ul>\n\n
Being polite does not mean being vague.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"9c8cbc23-1f17-4e1a-a7d3-55f4a5452b61"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-8"},"subContentId":"35e701d6-119d-4c15-a632-ca875c478466"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":30},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Option A<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"d7538001-a991-47ac-be91-506408ccc866"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cGet your manager. I want a refund now.\u201d<\/p>\n\n
This may sound confrontational.
\nA strong message is not always the most effective one.<\/p>\n\n
Better phrasing:<\/strong>
\n\u201cIf needed, could I speak to a supervisor?\u201d<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"504c0f72-ad90-42b8-8e33-6194eaa900fa"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-9 option A"},"subContentId":"59fd526a-b29a-4858-9bb1-7342657fb733"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":31},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Option B<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"42005016-0c33-4bfa-ab61-ff435afe1af3"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cI really need this.\u201d<\/p>\n\n
This expresses frustration or need, but it still does not ask clearly for action.<\/p>\n\n
Better phrasing:<\/strong>
\n\u201cCould you help me with an exchange or a refund?\u201d<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"e908a86a-ad65-447e-976a-5376de6beeb8"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-9 Option B"},"subContentId":"0e02b013-3fb9-4221-a3c1-a9f083df7221"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":32},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Option C<\/strong><\/h2>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/p>\n\n
<\/h2>\n\n
<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"A2-4-S1"},"subContentId":"14dbc410-3ab1-4ff4-9c02-e809b2aa0032"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":2.553192575826628,"y":17.652473237589682,"width":81.69999221276264,"height":70.60560592114388,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
\u201cCould you please help me with an exchange or a refund? If needed, could I also speak to a supervisor?\u201d<\/p>\n\n
This option works well because it:<\/p>\n\n
\n\t
asks for a clear solution<\/li>\n\t
stays polite<\/li>\n\t
leaves room for escalation without sounding aggressive<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"996eaaa2-3f85-4bf4-a019-92ed39c4d065"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2-9 Option C"},"subContentId":"2969f921-05a0-42cb-b390-5e87c590ae51"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":33},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 2 takeaway<\/strong><\/h2>\n\n
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In customer service situations:<\/p>\n\n
\n\t
describe the problem calmly<\/li>\n\t
support it with a fact or evidence<\/li>\n\t
ask clearly for a solution<\/li>\n\t
escalate politely if necessary<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"1aa5f55f-e9ed-40c3-a389-866de8f23a26"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2 takeaway"},"subContentId":"616efc76-53e4-4087-bb21-5192ca3af806"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":34},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 2 complete<\/strong><\/h2>\n\n
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In this act, you practiced how to solve a problem at customer service.<\/p>\n\n
Useful phrases to remember:<\/strong><\/p>\n\n
\n\t
\u201cIt looks like one part is missing.\u201d<\/li>\n\t
\u201cI bought this two days ago.\u201d<\/li>\n\t
\u201cI have the receipt here.\u201d<\/li>\n\t
\u201cCould you help me with an exchange or a refund?\u201d<\/li>\n\t
\u201cIf needed, could I speak to a supervisor?\u201d<\/li>\n<\/ul>\n\n
What matters most:<\/strong>
\nStay polite, clear, and solution-focused<\/strong>.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"85c7bd63-ceb1-4aac-b126-789bfff16b3d"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 2 complete"},"subContentId":"39769fdb-bc8e-4344-b2fb-4c6cf44fe762"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":35},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 3 \u2014 Calling the bank<\/strong><\/h2>\n\n
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Now you will solve a different kind of problem.<\/p>\n\n
This time, you notice an unexpected fee<\/strong> on your bank account or credit card statement, and you need to call the bank to understand it.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"213fef3f-de87-4fdf-a22d-bde01922fb08"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 3"},"subContentId":"413da280-a055-4fe8-bf97-72e1d75a0fc3"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":36},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
The problem<\/strong><\/h2>\n\n
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You are checking your banking app and notice a fee that you do not understand.
\nYou call the bank. The agent explains it quickly, but you are still not sure what the fee means.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"28282819-46b9-4f93-af6a-eb282393fec2"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":63.8298143956657,"y":85.74058429686416,"width":33.189333272056714,"height":10.082739663846473,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What should you say next?<\/strong><\/h3>\n\n
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This may end the conversation before the problem is clear.
\nBetter:<\/strong> \u201cCould you clarify what the fee is for?\u201d<\/p>\n"},"text":"\u201cOkay.\u201d"},{"nextContentId":38,"feedback":{"title":"","subtitle":"
This shows a problem, but it is too general.
\nBetter:<\/strong> \u201cCould you explain what the maintenance fee means?\u201d<\/p>\n"},"text":"\u201cI don\u2019t understand.\u201d"},{"nextContentId":38,"feedback":{"title":"","subtitle":"
Good choice. This is polite, clear, and specific.<\/p>\n\n
<\/p>\n"},"text":"\u201cSorry, could you clarify what the maintenance fee is for?\u201d"}],"question":"
Choose the best response.<\/strong><\/p>\n\n
<\/h3>\n"}},"subContentId":"5c39997a-9946-462a-8528-cdae1c341b9a","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
The call continues<\/strong><\/h2>\n\n
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The agent explains that the maintenance fee is charged every month for your current account.
\nThe agent also says there may be another account option with no monthly fee<\/strong>.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"bc3ed1f5-33e4-4bf7-89e6-91136ab2f7df"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":62.553218107752386,"y":85.74058429686416,"width":34.46592955997003,"height":7.560957772762234,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What should you say next?<\/strong><\/h3>\n\n
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This is polite, but you may leave without enough information.
\nBetter:<\/strong> \u201cSo just to confirm\u2026\u201d<\/p>\n"},"text":"\u201cOkay, thanks.\u201d"},{"nextContentId":40,"feedback":{"title":"","subtitle":"
This asks for help, but it is still broad.
\nBetter:<\/strong> \u201cWhat are my options if I want to avoid this fee?\u201d<\/p>\n\n
<\/p>\n"},"text":"\u201cSo what should I do?\u201d"},{"nextContentId":40,"feedback":{"title":"","subtitle":"
Good choice. You confirm the information and ask clearly about next steps.<\/p>\n\n
<\/p>\n\n
<\/p>\n"},"text":"\u201cSo just to confirm, this fee is charged every month, right? And what are my options if I want to avoid it?\u201d"}],"question":"
Choose the best next response.<\/strong><\/p>\n\n
<\/h3>\n"}},"subContentId":"493b438d-2e97-4263-84ef-5e4ac7521a20","metadata":{"contentType":"Branching Question","license":"U","title":"Untitled Branching Question"}},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural"},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Act 3 complete<\/strong><\/h2>\n\n
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In this act, you practiced how to speak to a bank agent about an unexpected fee.<\/p>\n\n
Useful phrases:<\/strong><\/p>\n\n
\n\t
\u201cCould you clarify what the fee is for?\u201d<\/li>\n\t
\u201cCould you explain what that means?\u201d<\/li>\n\t
\u201cSo just to confirm\u2026\u201d<\/li>\n\t
\u201cWhat are my options if I want to avoid this fee?\u201d<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"f5da3d26-72c8-4a2f-9f90-df92c894e727"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"ACT 3 complete"},"subContentId":"82a365f7-190d-462f-b3d4-d3cb1d6d5928"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":41},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
What changed across the three acts?<\/strong><\/h2>\n\n
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You worked through three everyday newcomer situations:<\/p>\n\n
\n\t
contacting a landlord about a repair<\/li>\n\t
speaking to customer service about a missing part<\/li>\n\t
calling a bank about an unexpected fee<\/li>\n<\/ul>\n\n
The situations were different, but the communication goal stayed similar.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"9c12d4f6-58e3-419d-b0e3-d8be87cc55df"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"what changed across the three acts"},"subContentId":"81abfd6c-9e4a-4c94-893c-3c8cbf42e429"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":42},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
A useful communication strategy<\/strong><\/h2>\n\n
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Across all three acts, strong responses were usually:<\/p>\n\n
\n\t
polite<\/strong><\/li>\n\t
clear<\/strong><\/li>\n\t
specific enough to move the task forward<\/strong><\/li>\n<\/ul>\n\n
Good choices often included:<\/p>\n\n
\n\t
a clear request<\/li>\n\t
one useful detail<\/li>\n\t
a question about the next step, clarification, or options<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"5005d80b-f452-4560-84b7-da6e62b5172e"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"a useful communication strategy"},"subContentId":"815b23b4-8560-4564-9081-5e0325a27ab1"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":43},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Final takeaway<\/strong><\/h2>\n\n
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When solving everyday problems in English, it is not enough to say what is wrong.<\/p>\n\n
You also need to:<\/p>\n\n
\n\t
choose language that fits the situation<\/li>\n\t
make your goal clear<\/li>\n\t
help the conversation move toward action<\/li>\n<\/ul>\n\n
Closing line:<\/strong>
\nBeing polite does not mean being vague.
\nBeing clear does not mean being rude.<\/p>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"7aa30a8f-219a-431f-9aec-063b5750f276"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""}],"slideBackgroundSelector":{"fillSlideBackground":""}}],"keywordListEnabled":true,"globalBackgroundSelector":{"fillGlobalBackground":""},"keywordListAlwaysShow":false,"keywordListAutoHide":false,"keywordListOpacity":90},"override":{"activeSurface":false,"hideSummarySlide":false,"summarySlideSolutionButton":true,"summarySlideRetryButton":true,"enablePrintButton":false,"social":{"showFacebookShare":false,"facebookShare":{"url":"@currentpageurl","quote":"I scored @score out of @maxScore on a task at @currentpageurl."},"showTwitterShare":false,"twitterShare":{"statement":"I scored @score out of @maxScore on a task at @currentpageurl.","url":"@currentpageurl","hashtags":"h5p, course"},"showGoogleShare":false,"googleShareUrl":"@currentpageurl"}},"l10n":{"slide":"Slide","score":"Score","yourScore":"Your Score","maxScore":"Max Score","total":"Total","totalScore":"Total Score","showSolutions":"Show solutions","retry":"Retry","exportAnswers":"Export text","hideKeywords":"Hide sidebar navigation menu","showKeywords":"Show sidebar navigation menu","fullscreen":"Fullscreen","exitFullscreen":"Exit fullscreen","prevSlide":"Previous slide","nextSlide":"Next slide","currentSlide":"Current slide","lastSlide":"Last slide","solutionModeTitle":"Exit solution mode","solutionModeText":"Solution Mode","summaryMultipleTaskText":"Multiple tasks","scoreMessage":"You achieved:","shareFacebook":"Share on Facebook","shareTwitter":"Share on Twitter","shareGoogle":"Share on Google+","summary":"Summary","solutionsButtonTitle":"Show comments","printTitle":"Print","printIngress":"How would you like to print this presentation?","printAllSlides":"Print all slides","printCurrentSlide":"Print current slide","noTitle":"No title","accessibilitySlideNavigationExplanation":"Use left and right arrow to change slide in that direction whenever canvas is selected.","accessibilityCanvasLabel":"Presentation canvas. Use left and right arrow to move between slides.","accessibilityProgressBarLabel":"Choose slide to display","containsNotCompleted":"@slideName contains not completed interaction","containsCompleted":"@slideName contains completed interaction","slideCount":"Slide @index of @total","containsOnlyCorrect":"@slideName only has correct answers","containsIncorrectAnswers":"@slideName has incorrect answers","shareResult":"Share Result","accessibilityTotalScore":"You got @score of @maxScore points in total","accessibilityEnteredFullscreen":"Entered fullscreen","accessibilityExitedFullscreen":"Exited fullscreen","confirmDialogHeader":"Submit your answers","confirmDialogText":"This will submit your results, do you want to continue?","confirmDialogConfirmText":"Submit and see results","slideshowNavigationLabel":"Slideshow navigation","confirmDialogConfirmLabel":"Confirm","confirmDialogCancelLabel":"Cancel","slides":"Slides","resultHeader":"Results","amountCorrect":"@value \/ @max correct","amountCorrectAria":"@value out of @max correct"}},"metadata":{"contentType":"Course Presentation","license":"U","title":"Final takeaway"},"subContentId":"d9bc1df7-7fde-4c3d-aa8a-872ba7adcab7"},"showContentTitle":false,"proceedButtonText":"Proceed","forceContentFinished":"useBehavioural","feedback":{"title":"","subtitle":""},"contentBehaviour":"useBehavioural","nextContentId":44},{"type":{"library":"H5P.CoursePresentation 1.27","params":{"presentation":{"slides":[{"elements":[{"x":2.553192575826628,"y":5.04356378216848,"width":90.63616622815583,"height":10.078376981174898,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
Phrase bank<\/strong><\/h2>\n\n
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Requests<\/strong><\/p>\n\n
\n\t
\u201cCould you please\u2026?\u201d<\/li>\n\t
\u201cWould it be possible to\u2026?\u201d<\/li>\n<\/ul>\n\n
Problem statements<\/strong><\/p>\n\n
\n\t
\u201cIt looks like\u2026\u201d<\/li>\n\t
\u201cIt seems that\u2026\u201d<\/li>\n<\/ul>\n\n
Follow-up \/ next step<\/strong><\/p>\n\n
\n\t
\u201cDo you have an ETA?\u201d<\/li>\n\t
\u201cCould you share an update?\u201d<\/li>\n<\/ul>\n\n
Clarification \/ confirmation<\/strong><\/p>\n\n
\n\t
\u201cCould you clarify what that means?\u201d<\/li>\n\t
\u201cSo just to confirm\u2026\u201d<\/li>\n<\/ul>\n\n
<\/p>\n"},"metadata":{"contentType":"Text","license":"U","title":"Untitled Text"},"subContentId":"bbb83e0a-ae13-411d-bac4-69b0696c6705"},"alwaysDisplayComments":false,"backgroundOpacity":0,"displayAsButton":false,"buttonSize":"big","goToSlideType":"specified","invisible":false,"solution":""},{"x":43.404273789052674,"y":10.08712756433696,"width":39.57231471162328,"height":73.12738781222812,"action":{"library":"H5P.AdvancedText 1.1","params":{"text":"
<\/p>\n\n
Follow-up \/ next step<\/strong><\/p>\n\n
\n\t
\u201cDo you have an ETA?\u201d<\/li>\n\t
\u201cCould you share an update?\u201d<\/li>\n<\/ul>\n\n
Clarification \/ confirmation<\/strong><\/p>\n\n
\n\t
\u201cCould you clarify what that means?\u201d<\/li>\n\t
\u201cSo just to confirm\u2026\u201d<\/li>\n<\/ul>\n\n
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