5C Develop your written mediation skills

Teacher’s notes
Answers:
Output | a short report 1 and 2
Goal | summarise visual data Customer behaviour Possible influence of
Focus | comparing and commenting on customer feedback

trends Customers take longer to order If there is no wifi or mobile

their meal because they want reception they may spend less
to connect to wifi, look at their time looking at their phones
Timing | 50–60 minutes phones, and take a group photo. before ordering.
Number of customers who ask If there are good views in one
CEFR mediation descriptor for a different table has risen. part of the restaurant only, this
Can interpret and present reliably in writing may happen more.
(in Language B) detailed information from diagrams and Sharp rise in the number of Food is less likely to go cold if
visually organised data in his/her fields of interest people who send their food there is no mobile reception
(with text in Language A) (B2, GSE 59–66). back. to distract customers. Small
portions are more likely to be
sent back.
Introduction
The time between finishing the As above, if there is no wifi
The goal of this activity is for Ss to summarise trends in meal and leaving the restaurant or mobile reception they may
restaurant customer behaviour illustrated in tables, graphs and has risen dramatically. spend less time looking at their
pie charts, adding comments about the possible reasons for phones before leaving.
the trends observed. To help them achieve this, Ss will focus on
example words and phrases for describing the rate and size of a 3a Ask Ss to read the Focus box, then match the words to
change, offering a reason for a change and making comparisons the gaps in the example sentences and check their answers
between sets of data. in pairs.
We suggest doing this activity after doing ‘5C Develop your
listening’ on page 90 of Roadmap B2 Students’ Book. Answers: 1 sharper 2 significantly 3 due 4 result
The audioscript is provided on page 46.
In feedback, elicit possible opposite meanings of the words
giving rate and size of change.
Warm-up
b Direct students’ attention back to the examples in the Focus
1 Draw or project an example of a line graph, a pie chart and
box and their functions. Now ask Ss to match the sentences in
a bar chart on the board. Elicit from the Ss the type of chart
Exercise 3a to the functions in Exercise 3b. Highlight that they
illustrated in each case, and label them accordingly. Put Ss in
can choose more than one function in each case.
pairs and ask them to discuss the questions. Monitor and help
with vocabulary. When they finish, elicit some answers and Answers: 1 a, d 2 b, d 3 c 4c
opinions from the whole class.

Prepare Mediate
2a Put Ss in pairs then ask them to read the Scenario and 4a Put Ss in pairs and ask them to note differences between
answer the questions. In feedback, elicit ideas about the the data shown for restaurant A and restaurant B.
possible relationship between items of customer feedback and b Ask Ss to think about possible reasons for these differences,
the data shown in the graphs and charts. with reference to the customer feedback and the points in the
b 5.7 Tell Ss they will listen to a podcast about trends in Scenario, as discussed in Exercise 2b.
customer behaviour in restaurants. Ask Ss to check with their 5 Ask Ss to use their notes to write a summary report of the
partner how restaurant customer satisfaction has changed in graphic data. Give them 20 minutes for this task.
general according to the podcast. Elicit some predictions of why
this might be.
Discussion and follow-up
Answer: The podcast states satisfaction rates have decreased Ask Ss in pairs to write statements using the language from
in recent years. the Focus box about aspects/habits of everyday life they think
have changed in the last 30 years based on the increase in
c 5.8 Tell Ss to listen to the rest of the podcast, noting mobile devices. Elicit ideas and write them on the board.
which aspects of customer behaviour are discussed. Check as a
class then ask Ss to look back at the customer feedback in the
Scenario and discuss how it might influence the behaviours
identified in the podcast.

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 5
1C

EVALUATION
The key mediation criteria to evaluate this activity are:
• describes the most significant changes shown in graphic data.
• compares differences between the two data sets, adding comment on amount and rate etc.
• interprets the implications of the data for the reader, with reference to the description of context.
The main points of description and interpretation that may be demonstrated are:
• data trends and contrasts between them for the two restaurants.
• a discussion of the trends in relation to the topic of greater mobile use.
• possible reasons for trends related to customer feedback such as good views in one, good wifi in the other.
The following examples show the kind of student output that can be expected. Marks awarded are based on the key mediation
criteria above. These could also be used in peer evaluation, if desired. You can apply evaluation criteria for writing if you choose.
See page 44 for suggested criteria.

Examples of student output

Summary A Summary B

The graphs and charts show changes in customer These days, customers who use mobile phones
satisfaction and behaviour in two restaurants between are complaining more about everything. In both
2004–2019. Both show a steady decrease in customer restaurants customer satisfaction has decreased.
satisfaction in recent years, and experts believe this is The time it takes to eat a meal has increased
probably due to an increase in the use of mobile significantly and customers were not happy about
phones. People spend much more time taking photos this. Sending food back happened a lot in restaurant
these days, and restaurant B has good seaside views. A in 2019. This might be because it takes more time to
There is, however, no mobile reception and the free order food now. The number of people who ask for a
wifi is unreliable. In restaurant A, it takes longer to different table is still quite low. In customer feedback,
order food and customers say the free wifi is excellent, restaurant A has good views and excellent free wifi;
suggesting that more time is being spent on phones to restaurant B has good views but unreliable free wifi.
friends before ordering and leaving. The use of This may be due to poor internet connections by
smartphones is likely to be a major reason for the the seaside.
changes we see. Restaurant B, where the wifi doesn’t
work well, has the biggest drop in satisfaction; so
maybe wifi is more important than food these days!

Teacher’s Teacher’s
comments comments

This is a very effective composition at this level. This attempt is not as effective for this level.
All of the main trends are mentioned along with There is some use of the three sources of input
contrasts between the two restaurants. Possible material, but they are treated separately and are
explanations for trends and differences are not introduced clearly. Some explanations make
described coherently, and the customer feedback statements that are not evidenced in the data,
for each restaurant is used to give probable reasons and the second paragraph goes off topic with a
for trends. discussion of wifi availability.

Marks: 5/5 Marks: 1/5

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 5C Develop your written mediation skills

b Look again at the words added to each of the

Output | a short report example sentences in Exercise 3a. Match them to
Goal | summarise visual data their functions (you may choose more than one).
a Describing the rate of a change
Focus | comparing and commenting on b Describing the size of a change
trends c Offering a reason for a change
d Making a comparison between sets of data

Warm-up 1   2   3   4

1 Work in pairs to discuss the questions. c Can you think of further useful phrases for a, b and c?
1 Do you ever use graphic data in your studies or work?
2 What do you think graphs can tell us about changes?
Mediate
Can graphs tell us the reasons for changes? 4 a Work with a partner. Read the Scenario again and
look at the graphs for restaurant A and restaurant
Prepare B on page 25. Make notes of differences between
2 a In pairs, read the Scenario. What is the topic of your customer behaviour in restaurant A and restaurant B,
case study? How might the customer feedback help using the language from the Focus box.
you think of possible reasons for the changes shown b Look at the customer feedback. Can you think of
in the graphs and charts? possible reasons for the differences between
b 5.7 Listen to the podcast. How has restaurant
customer behaviour in restaurant A and
customer satisfaction changed in general? restaurant B? Add them to your notes.

c Listen to the rest of the podcast and answer

5.8
5  Use your notes to write your summary report of
the questions. the graphic data in approximately 150 words.
Include comparisons of trends for restaurant A and
1 What aspects of customer behaviour are discussed?
restaurant B, and comments about possible reasons
2 How might these aspects be influenced by the
for the differences described.
customer feedback in the Scenario?
6  Work with a partner from another pair. Read each
3 a Read the Focus box, then complete the example
other’s summaries. Can you suggest ways to
sentences below with the words in the box.
improve them?
due result sharper significantly
SCENARIO
1 There was a drop in complaints in
You are doing an educational project about changes in
restaurant A than in restaurant B. customer behaviour in restaurants. This includes a case
2 The time it takes to be served in restaurant B increased study of two different restaurants, and you need to write a
more than in restaurant A. summary of data collected about each restaurant. The data
is shown in the graphs and charts of customer behaviour,
3 The decline in orders of steak may be to an
which are labelled for restaurant A and restaurant B. You
increase in vegetarianism. also have access to the following customer feedback
4 This may have happened as a of an posted publicly online:
increase in the number of photos taken by customers. Customer Feedback
Restaurant A Restaurant B
(city centre location) (seaside location)
Comparing and commenting on trends – Good views from top – Good views all round
Trends are the way things change over time. When we floor only – Standard menu never
– Nice variety of daily changes
describe trends shown in graphic data, we can comment
specials – No mobile reception
on the rate of change, the size of change and the possible – Small servings – Free wifi is very
reasons for change. We can also make comparisons – Excellent free wifi unreliable
between sets of data. Look at the highlighted words in
the examples below: Your friend has recommended a podcast about customer
behaviour that might help you think of reasons for changes.
Describing the rate of a change Listen to the podcast in recordings 5.7 and 5.8, and decide
There was a sudden increase in sales of herbal teas. if there is anything relevant to the customer comments
Describing the size of a change above.
The number of customers dropped slightly in winter. Write a short report describing and commenting on the
Offering a reason for a change graphic data for the two restaurants.
The fall in sales was caused by bad publicity.
Making a comparison between sets of data
Sales were steadier in restaurant A than in restaurant B.
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 5C
1 Customer satisfaction
A B

Satisfaction

Satisfaction
1990 2000 2010 2020 1990 2000 2010 2020
Year Year

2 The time it takes to eat a meal

A 120 B 120
Time (minutes)

90 90

Time (minutes)
60 60

30 30

0 0
2004 2019 2004 2019
Year Year

3 The time it takes to order food (minutes)

A B

2004 2019 2004 2019

4 The number of people who ask for a different table

A B

2004 2019 2004 2019

5 The number of people who send their food back

A B

2004 2019 2004 2019

6 The time between finishing a meal and leaving the restaurant

A B
Time (minutes)

Time (minutes)

1990 2000 2010 2020 1990 2000 2010 2020

Year Year

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