1. Words
   1. Differences
      1. First
         1. Complain
            1. Quejarse
         2. Complaint
            1. Queja
      2. Second
         1. Oneself
            1. Uno mismo
         2. Herself
            1. Ella misma
         3. Yourself
            1. Tu mismo
         4. Itself
            1. Sí mismo
      3. Third
         1. Customer
            1. Regular people
         2. Client
            1. Where company offer its products (support)
      4. Fourth
         1. Attend
            1. Asistir
            2. A un lugar
         2. Assist
            1. Atender
            2. De soporte
            3. Atenderte con tu problema
      5. Fifth
         1. Server
            1. Mesero
         2. Waitress
            1. Mesera
   2. Vent
      1. Liberar
   3. Awful
      1. Espantoso
   4. Appliance
      1. Electrodomestico
2. How to Make a Complaint
   1. Steps
      1. Get your emotions out before you complain
      2. Be clear about the result you want from making the complaint
      3. Be prepared to back up your complaint
      4. Make your complaint to the right person
         1. Example Questions
            1. Who do I need to talk to in order to resolve this situation?
            2. I'm not at all sastified with this situation. Who do I speak to resolve this issue?
            3. Who is the right person for me to speak to about my dissatisfaction?
            4. Who on your team has the authority to resolve this problem?
      5. Be clear, succint (little), and polite in your complaint
         1. Examples
            1. There is a problem with out room. I reserved the junior suite as you can see here from my reservation. However, the room provided is a double room. How can this be amended? We'd like to have a junior suite as we reserved and paid for
            2. I'm not sastified with the haircuit I received. Not only is it not flattering but I can also see that one side is longer than the other. At the very least, I'd like to have this fixed for no extra charge
      6. Use the sandwich method for goodwill
   2. Structure
      1. My family and I were looking forward to visiting your restaurant this evening. And of course I understand your restaurant has just opened and you're still adjusting, however, we've had a number of negative experiences including receiving the wrong food order, then waiting an additional 60-minutes for the order to be corrected, and then when our food finally arrived it was cold. We'd like to give your restaurant a second chance in the future but to do that, we'd like to request a refund on our dinner tonight.
      2. Sandwich method applied
3. Various
   1. Lista de verbos regulares e irregulares
   2. Pronombres posesivos
      1. By them
         1. Por ellos
      2. By her
         1. Por ella
      3. By him
         1. Por el
      4. By us
         1. Por nosotros
      5. By you
         1. Por ti
         2. Por ustedes
      6. By me
         1. Por mi
4. Practice
   1. Passive Voice of Course Material
      1. John collects money
         1. Money is collected by him
      2. Anna opened the window
         1. The window was opened by her
      3. We have done our homework
         1. Our homework has been done by us
         2. Tiempos en los que se utiliza been en la voz pasiva
            1. Presente perfecto
            2. Pasado perfecto
            3. Futuro perfecto
            4. Presente progresivo
            5. Pasado progresivo
      4. I will ask a question
         1. A question will be asked by me
      5. He can cut out the picture
         1. The picture can be cut out by him
      6. The sheep ate a lot of grass
         1. A lot of grass was eaten by the sheep
      7. We do not clean our rooms
         1. Our rooms are not cleaned by us
      8. William will not repair the car
         1. The car won't be repaired by him
      9. Did Sue draw this circle?
         1. Was this circle drawn by her?
      10. Could you feed the dog?
          1. Could the dog be fed by you?
   2. Some exercises
      1. Differences
         1. First
            1. Hundreds of people read the online complaint
            2. The online complaint is read by hundred of people
            3. El primero hace enfasis en "Hunders of people" y el segundo en "The online complaint"
         2. Second
            1. He wrote several books about employees complaints in 10 languages
            2. Several books about employees complaints in 10 languages were written by him
            3. El primero hace énfasis en "He" y el segundo en "Several books"
         3. Third
            1. Gabriel García Márquez published "100 Years of Solitude" in 1967
            2. "100 Years of Solitude" was published in 1967
            3. El primero hace énfasis en "Gabriel García Márquez" y el segundo en "100 Years of Solitude"
      2. Complete
         1. The SUV ___ (sell) at car dealerships
         2. Some mistakes ___ (make) in that article
         3. is sold
         4. were made
      3. Prezi
         1. The bank __ ____ yesterday (rob)
            1. The bank was robbed yesterday
         2. $1.00.000 __ ____ from the bank (steal)
            1. $1.00.000 was stolen from the bank
         3. No customers __ ____ in the robbery (hurt)
            1. No customers were hurt in the robbery
         4. One robber __ ____ by a police officer (shoot)
            1. One robber was shot by a police officer
         5. Many clues __ ____ at the bank (find)
            1. Many clues were found at the bank
         6. The robbery __ ____ by security cameras (film)
            1. The robbery was filmed by security cameras
   3. Videoconference
      1. Active to Passive
         1. Sarah baked the cake yesterday
            1. The cake was baked by Sarah yesterday
         2. John will submit the report tomorrow
            1. The report will be submitted by John tomorrow
         3. I had read the book by the time I arrived
            1. The book had been read by the time I arrived
         4. The mechanic is repairing the car right now
            1. The car is being repaired by the mechanic right now
         5. Thousands of fans attended the concert last night
            1. The concert was attended by thousands of fans last night
         6. Someone in the office misplaced the documents
            1. The documents were misplaced by someone in the office
         7. They will discuss the proposal at the meeting next week
            1. The proposal will be discussed at the meeting next week by them
         8. The choir was singing the song when I entered the church
            1. When I entered the church, the song was being sung by the choir
         9. People have hidden the treasure for centuries
            1. The treasure has been hidden for centuries
         10. The cat killed a mouse
             1. The mouse is killed by the cat
      2. Passive to Active
         1. The project has been completed ahead of schedule
            1. The team has completed the project ahead of schedule
         2. The letter will be mailed by the end of the day
            1. By the end of the day, she/he will mail the letter
         3. The movie was being watched when the power went out
            1. Someone was watching the movie when the power went out
         4. The new law is being considered by the government
            1. The government is considering the new law
         5. The building was demolished by the construction company
            1. The construction company demolished the building
5. Passive Voice
   1. Description
      1. Ese tiempo para darle énfasis en algo y dejar de lado algo que es poco importante
      2. Identificar
         1. Verb to be acompañado del participio pesado
      3. The carrot was eaten by the horse
      4. Sam writes the book
   2. More explain
      1. Definition
         1. Passive voice is used when the subject is unknown or not important
         2. Examples
            1. The bank was robbed
            2. Many clues were found
            3. We don't know who did it
            4. It's not important who found them
         3. The focus is on the object
      2. We make Passive Voice by
         1. Moving the object to the beginning of the sentence and deleting the subject
         2. Changing the verb - add a form of BE in front of it and use the past participe
         3. Examples
            1. Passive Voice in articles
            2. The BE verb should be in the tense you want the sentence to be in
            3. In these examples, BE is in past simple, so the sentence are passive voice past simple
         4. Notes
            1. The object is the thing or person that involved in the action of the verb, but does not carry it out
            2. The subject is usually the thing or person who performs the action of the verb
   3. Some structures
6. Key vocabulary
   1. To make a complaint
      1. Hacer una queja
   2. To be disappointed
      1. Estar decepcionado
   3. To pride oneself
      1. Enorgullecerse de uno
   4. A reasonable price
      1. Un precio razonable
   5. To meet a deadline
      1. Cumplir un plazo
   6. Cutting-edge technology
      1. Tecnología de vanguardia
   7. To be aware of something
      1. Ser consciente de algo
   8. To be deceived
      1. Ser engañado
   9. To claim
      1. Reclamar
   10. To reduce profit
       1. Reducir el beneficio
   11. To be assigned
       1. Ser asignado
   12. Quality standards
       1. Estandares de calidad
   13. Quality control
       1. Control de calidad
   14. Consumers' requests
       1. Solicitudes de los consumidores
   15. To beat your competitors
       1. Vencer a los competidores
   16. To deliever a promise
       1. Cumplir una promesa
   17. To train new staff
       1. Capacitar al nuevo personal
   18. Risk Management
       1. Gestión de riesgos
   19. Employee redundancy
       1. Reducción de empleados
   20. An aggresive goal
       1. Una meta agresiva