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각 모드는 전체 화면 연습실로 열립니다.

10 문장

문장이 너무 짧거나 길면 Edit를 눌러 조정하세요.

1

How do you handle frustrated customer?

2

Tell me, how would you handle a difficult customer?

3

What would you do if a customer started shouting at you?

4

When I handle an angry customer, I need to understand that their anger is not about me personally.

5

Yeah, might be something with the process, with the company.

6

So I need to put myself in their position.

7

Let them know that I care about them.

8

Let them know that I understand their situation.

9

In other words, like to put myself in their shoes.

10

At the end, customer satisfaction will be always my number one goal.

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B1

3

FOR YOU

Vocabulary and speaking notes for this lesson

This B1 speaking lesson is built on the video “interview question 5”. This video has 10 sentences and 101 words to shadow. The speech runs for 0:29. The speaker talks fast, about 212 words per minute, so expect linked and reduced sounds. 3 of its 10 sentences are questions, so it is good practice for question intonation and short answers.

Key vocabulary in this video

The 9 most advanced words in the video, with pronunciation and meaning:

Word	Pronunciation	Meaning
anger noun	/ˈæŋɡə/	A strong and unpleasant feeling of displeasure, hostility, or antagonism, usually combined with an urge to yell, curse, damage or destroy things, or harm…
shoe noun	/ˈʃu/	A protective covering for the foot, with a bottom part composed of thick leather or plastic sole and often a thicker heel, and a softer upper part made of…
satisfaction noun	/sætɪsˈfækʃən/	A fulfilment of a need or desire.
shout verb	/ʃaʊt/	To utter a sudden and loud cry, as in joy, triumph, exultation or anger, or to attract attention, to animate others, etc.
frustrate verb	/ˈfɹʌsˌtɹeɪt/	To disappoint or defeat; to vex by depriving of something expected or desired.
customer noun	/ˈkʌs.tə.mə/	A person or company who purchases or receives a product or service from a business or merchant or intends to do so.
angry adjective	/ˈæŋ.ɡɹi/	Displaying or feeling anger.
personally adverb	/ˈpɜː.sə.nə.li/	In a personal manner.
handle noun	/ˈhæn.d(ə)l/	The part of an object which is (designed to be) held in the hand when used or moved.

Sentences worth repeating

Short, complete lines from the video that you can reuse in everyday conversation:

How do you handle frustrated customer?
Tell me, how would you handle a difficult customer?
What would you do if a customer started shouting at you?

이 영상의 문법

화자가 가장 많이 쓰는 문형을 영상 속 실제 표현과 함께 정리했습니다.

문형	영상 속 표현
“might / may” 가능성 might/may + 동사 — 가능하지만 확실하지 않은 일	might be
동사 + -ing enjoy, keep, stop… + -ing — 뒤에 -ing형이 오는 동사	started shouting
의무: must / have to / need to 어떤 일이 필요하다고 말할 때	need to understand · need to put
“will” 미래 will + 동사 — 결정, 약속 또는 예측	will be

Pronunciation to watch

The “sh” and “zh” sounds: shoe /ˈʃu/, satisfaction /sætɪsˈfækʃən/, shout /ʃaʊt/
Long words — get the stress right: satisfaction /sætɪsˈfækʃən/, personally /ˈpɜː.sə.nə.li/

How to practise with this video

Listen to the whole video once without speaking and note the words you do not know.
Start at 0.75× speed, shadow it sentence by sentence, then go back to normal speed once it feels easy.
Record yourself and compare with the original, paying attention to words like anger, shoe, satisfaction.

쉐도잉이란? 영어 실력을 빠르게 키우는 과학적 방법

쉐도잉(Shadowing)은 원래 전문 통역사 훈련을 위해 개발된 언어 학습 기법으로, 다언어 학자인 Dr. Alexander Arguelles에 의해 대중화된 방법입니다. 핵심 원리는 간단하지만 매우 강력합니다: 원어민의 영어를 들으면서 1~2초의 짧은 지연으로 즉시 소리 내어 따라 말하는 것——마치 '그림자(shadow)'처럼 화자를 따라가는 것입니다. 문법 공부나 수동적인 청취와 달리, 쉐도잉은 뇌와 입 근육이 동시에 실시간으로 영어를 처리하고 재현하도록 훈련합니다. 연구에 따르면 이 방법은 발음 정확도, 억양, 리듬, 연음, 청취력, 말하기 유창성을 크게 향상시킵니다. IELTS 스피킹 준비와 자연스러운 영어 소통을 원하는 분들에게 특히 효과적입니다.

섀도잉 방법: 단계별 전체 가이드 읽기 →

쉐도잉 연습: interview question 5 - 영상으로 영어 말하기 배우기

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