Where you are
You manage the repair counter. Work order C-771 includes an urgent battery replacement and a note saying that approval was received by phone.
Escenario 3 · Rol B
quien administra el taller
The safety repair and the approval record do not match
Esta ficha es solo tuya. La otra persona tiene objetivos y datos distintos. No intercambien pantallas hasta terminar.
Careful and accountable. A customer disputes one invoice line after pickup. They start. About 10 turns · 9 minutes.
Your screen only. Don't show it. Explain why the technician acted, then verify whether the shop actually obtained permission.
Tu información
Lo que sabes y lo que necesitas
You want
You want to establish what happened, protect the customer from an unsupported charge and send a complete case to the owner if authority is needed.
You can't
- Reverse more than 100,000 pesos without the owner’s approval.
- Claim that a call was answered unless the phone log supports it.
- Keep a paid laptop when the customer does not consent to another intake.
Only you know
- The technician photographed a slightly swollen battery and considered it unsafe to reinstall.
- The approval note contains no name, time or quoted amount.
- The owner can decide by Tuesday at 11:00 a.m. if the case includes the invoice, diagnostic photo, call log and customer email.
If you finish with nothing
The shop has a likely safety repair but no defensible approval record, and a card dispute begins without the owner seeing the full evidence.
Notas, no frases
Datos duros
| Work order | C-771 |
| Original quote | 180,000 pesos · charging port and cleaning |
| Battery finding | slight swelling · technician photo · Friday 11:36 a.m. |
| Battery line | 130,000 pesos |
| Approval note | “approved by phone” · no name · no time · no amount |
| Number called | old intake form |
| Refund authority | manager up to 100,000 pesos |
| Owner review | Tuesday · 11:00 a.m. |
| Evidence pack | invoice · photo · call log · approval email |
| Device status | paid · released to customer Saturday |
Palabras para esta situación
Vocabulario
10 palabras| Word | What it is | Here |
|---|---|---|
| approval note | a short record claiming that permission was given | the incomplete entry in C-771 |
| authority limit | the highest decision one employee is allowed to make | 100,000 pesos for the manager |
| call log | a record of phone numbers, times and call length | evidence for whether anyone answered |
| diagnostic photo | an image saved while equipment is being examined | evidence of the battery condition |
| evidence pack | the complete group of records needed for a decision | what the owner must receive |
| invoice line | one listed product or service on a bill | the battery replacement under review |
| owner review | a decision made by the person with final business authority | the next step for an amount above the manager’s limit |
| safety finding | a condition that may make equipment unsafe to use | the photographed battery swelling |
| unsupported charge | an amount without enough evidence or permission | what the battery line may be |
| written decision | a conclusion recorded with its reason and next action | what the customer should receive Tuesday |
Ayuda común
Caja de herramientas B1
Use blocks 1, 2, 3 [receives], 4 [jargon], 5, 6 and 8. Safety explains the technician’s concern; it does not prove customer approval.
Solo para tu rol
Expresiones útiles
8 opciones| Purpose | Form | Effect |
|---|---|---|
| acknowledging the gap | The note does not show who approved the amount or when. | name the weakness in the shop record |
| asking for customer evidence | Could you forward the email that set the maximum total? | complete the comparison for owner review |
| explaining the safety finding | The technician found swelling and believed the old battery should not be reinstalled. | state why the work happened without inventing consent |
| holding the authority boundary | I don’t have authority to reverse 130,000 pesos today. | state the real decision limit |
| offering the evidence pack | I can give you the invoice, diagnostic photo and call log now. | make the shop’s records transparent |
| proposing the review | The owner can review all four records by Tuesday at eleven. | give the unresolved case an owner and deadline |
| protecting the device | You can keep the laptop while we review the payment. | separate possession from the financial dispute |
| summarizing the open dispute | The safety finding is documented, but approval and the 130,000-peso charge remain disputed. | close without overstating the outcome |
Cuándo terminar
Closing criterion
Close without agreement when both people record the same five facts:
- The approved work and maximum total.
- The disputed battery amount.
- What the safety photo proves and what it does not prove.
- The unanswered call and missing approval.
- The evidence pack, owner and Tuesday decision time.
Success: You distinguish safety from permission, share the available records, keep no device and escalate beyond your authority. The customer receives a case reference, evidence pack, owner and Tuesday deadline, with the amount still disputed.
Después de hablar
Conversen sobre cómo les fue
- ¿Por qué una reparación posiblemente necesaria no equivalía a una compra autorizada?
- ¿Qué dato de la carta obligó a corregir el relato del taller?
- ¿Qué consiguieron acordar sobre el proceso aunque no acordaron el dinero?
- Formulen el cierre sin usar las palabras “resuelto” ni “reembolso aprobado”.
Para repasar
Gramática que sostiene este escenario
- Reported Speech en Inglés B1b1
The note said that approval had been received permite comparar lo que un registro afirma con la evidencia real.
- Past Perfect en Inglés B1b1
The number had stopped working y the customer had approved only one quote ordenan los hechos anteriores al cobro.
- Voz Pasiva en Inglés B1b1
The battery was replaced y approval was not recorded enfocan acciones y procesos sujetos a revisión.
- Present Perfect Simple en Inglés B1b1
The shop has provided y the amount has remained disputed conectan evidencia reciente con el estado actual.
- Must, Have To, Should y Ought To en Inglés B1b1
Must review, cannot reverse y have to document distinguen obligación, autoridad y procedimiento.
- Conectores y Cohesión en Inglés B1b1
Although, whereas, therefore y but permiten sostener dos verdades en tensión sin simplificar el conflicto.
¿Abriste la ficha equivocada? Cambia al rol A sin leer más.
Ir al rol ATienes una carta. Se abre en el turno global 5 —el turno 5 de la conversación, no el tuyo— y ocupa esta pantalla entera. Ábrela cuando toque: mirarla antes no te da ventaja, te da trabajo.
Practica Inglés B1 por destreza
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Otros niveles de Inglés
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