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Customer Service (Call Center):

This scenario takes place in a technology company, specifically at the Walmart Help Desk, where a user contacts from abroad seeking assistance from a telephone agent regarding a problem they are having accessing the warehouse inventory applications:

Agent: Welcome to the Walmart Help Desk, how can I help you today?

User: Good morning, friend. I need your help. I can't access the warehouse inventory applications.

Agent: Perfect. Before starting with the support, could you give me your ID number so I can identify you in the system, along with your location, email, and phone number?

User: But with the ID, you can verify the other information, right? I really need login support urgently.

Agent: I really understand your observation; however, with this information, I can create the case and verify that the data is updated in the system.

User: Okay! My ID is 12345, Walmart Florida City, analyst1@walmart.com, 98745.

Analyst: I'll confirm your phone number, 97456.

User: No, it's 98745.

Analyst: Perfect, give me a moment and I'll validate the information.

After two minutes, the analyst returns to the call.

Analyst: The inventory system manages three apps. Which one is having the access error?

User: I think it's the main one because I'm getting an error message.

Analyst: Remember, there's no main app within the inventory app, so I need to know which one it is. And what error message are you getting?

User: I don't know, give me a moment and I'll validate.

After 5 minutes, the user resumes the call and says...

User: Friend, I apologize for the delay. I didn't understand the error message. It indicated that the device had no network, hence the app failure. Thank you very much.

Analyst: Don't worry. Is there anything else I can help you with?

User: No, that's perfect.

Analyst: Your case was handled under case number 15987. Thank you for contacting the Walmart help desk.

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The scenario described is formal, reflecting the interaction between a telephone agent and a user communicating from abroad. The language used throughout the contextualized scenario is professional and technical, from the agent's welcome to the call center, very cordial and professional, with phrases such as, "How can I help you today?" and "Don't worry." Is there anything else I can help you with?" can demonstrate interest and empathy with what the user may have requested and ensure that there is nothing else that can interfere with their work. This also highlights a customer service protocol such as identifying the problem, inquiring and verifying data, guiding and solving the problem, and closing the interaction.

However, there are expressions that could be improved by abandoning the colloquial language we use daily, for example, the agent uses expressions such as "Give me your ID number to identify you in the system..." and "Give me a moment." The word "Give me," although very Colombian, can be changed to "Excuse me," making the request more formal. On the other hand, although users do not usually have much protocol in these calls, expressions such as "Friend" towards the agent can generate distrust and discomfort for receiving it in a professional context and from an unknown person. We can also refer to opportunities to improve grammar, an example is the phrase "I confirm your phone number, 97456.” To “To ensure the information, I'll verify your phone number again, okay?”

Taking into account aspects for improvement can help professional communication be more effective in a professional context. This is why, in general, the context represents a real-life situation where communication is crucial for understanding and providing solutions in a work setting.

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Virtual English Class

This contextual scenario is described based on a real-life experience from a virtual English class held with students from different parts of Latin America whose primary language is Spanish:

Teacher: Hi guys, it's a pleasure to meet you. As a B1 level student, today we'll cover lesson 24 of your textbook, focusing on the present perfect continuous.

Who knows what the present perfect continuous is used for?

There was a silence of approximately 30 seconds in the virtual classroom. Upon noticing there were no comments, the teacher said...

Teacher: Guys, don't worry if you don't know what it is, however, I would like to know what you understand by this grammatical tense.

Student 1: Teacher, sometimes I confuse grammatical tenses, but this tense is also known as the Present Perfect Progressive, right?

Teacher: Yes, that's correct.

Student 2: The present perfect continuous is used to describe activities that began in the past and continue today.

Teacher: Give me an example!

Student 3: It could be "she has worked for the last 5 years."

Student 1: But I think for this tense, the correct one would be "she has been working for the last 5 years."

Teacher: Good observation. I'm going to show you my screen and we'll understand the difference... Can you see my screen?

Students: Yes, teacher.

Teacher: The two sentences you're referring to are in the present perfect, but they're used with different verb tenses. Student 3's example demonstrates the simple present perfect, since she may or may not work in the same place depending on the context. Unlike Student 1's example, which does represent the present perfect continuous, since it emphasizes that her work is still ongoing in the present.

Student 3: Teacher, it's not entirely clear to me.

Teacher: We'll watch a video so you understand better.

Although the teacher showed the video, Student 1 continued to confuse the topics. However, the teacher didn't try to clarify her doubts and continued with the other activities.

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This scenario demonstrates a virtual academic environment, and the language observed is polite. At the beginning of the class, the teacher uses a good strategy by not pressuring students to participate. Instead, he encourages students to use the phrases "Guys, don't worry if you don't know what it is" and "good observation," as they generate confidence and comfort in expressing an idea. This promotes collaborative learning, as everyone shares their opinions and clarifies doubts.

However, the teacher could have found ways to support the student with more examples or materials that their learning style adapts to and understands, such as more didactic, visual, and textual resources that guide the differentiation between the two spoken grammatical topics. These resources are very important in a virtual context, which can sometimes weaken communication.

While the scenario has strengths and weaknesses, it is necessary to strengthen the teacher's receptiveness to what and how they explain so that learning is more effective and inclusive.

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A Day of Celebration with Friends

To celebrate the birthdays of two of my friends, we decided to make a reservation at a nice restaurant. When we entered, the waiter welcomed us and showed us to our table. We were talking and laughing while we sat down.

Waiter: “Here is the menu. You can take your time, and when you are ready to order, I will come back to take it.”

We all thanked him and started looking at the menu while we continued chatting and laughing. After a few minutes, we called the waiter.

Waiter: “May I take your order now? I can recommend the dishes with a special house drink, which is a white wine.”
My friend: “Yes, of course!”
We all agreed to try the wine he suggested.

Me: “I will have the beef tenderloin, well done, please.”

My friend (girl): “I want the ribs with a lot of BBQ sauce and a lemonade, because I don’t like wine.”

My other friend: “I will order the sirloin steak, medium, please.”

Our food arrived, and we were enjoying the meal when suddenly one of our friends started coughing as if he was choking.

Friend: “Help, I can’t breathe, I’m choking!”

Me: “Help! My friend is choking!”

Waiter: “Stay calm, I know first aid.”

The waiter stood behind my friend and performed the Heimlich maneuver. After a few seconds, the piece of meat came out, and my friend was able to breathe again.

Friend: “Thank you… you saved me.”

Waiter: “Please, eat slowly next time. Do you need some water?”

Me: “We are very grateful. Thank you for your quick help.”

After the incident, we were all shocked but relieved. The waiter stayed with us to make sure everything was fine.

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Scenario #1

The language used in this scenario is mostly polite and semi-formal, which is appropriate for a restaurant setting. The waiter speaks professionally using respectful expressions such as “May I take your order?” and “Do you need some water?” The customers also respond politely, showing gratitude and respect. During the emergency, the language becomes urgent but remains respectful.

The vocabulary fits the context of dining and an unexpected emergency. Words like “menu,” “order,” “well done,” “white wine,” “first aid,” “Heimlich maneuver,” and “choking” are suitable and specific. Emotional expressions such as “Help, I can’t breathe!” and “Thank you, you saved me,” clearly communicate fear and gratitude. The terms used help the reader understand both the social setting and the seriousness of the situation.

The scenario mostly uses correct grammar with a combination of past tense for narration (“we decided,” “the waiter welcomed us,” “he performed”) and present tense in the dialogue. Pronouns and verb forms are used accurately. However, some sentences could be improved by adding contractions or more natural phrasing to make the dialogue sound more fluent.

The scenario shows appropriate pragmatic language. The waiter remains calm and helpful, reflecting good customer service. The friends express gratitude after the incident, which reflects cultural norms of politeness in English. The emergency expressions, such as calling for help, are direct but necessary and acceptable in a crisis situation.

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Family Trip to Honda, Tolima

We were planning a family vacation to Honda, Tolima. The weather there is warm, and it is about four hours away from Bogotá.

The day before the trip:

Mom: “We must leave early because we need to buy the tickets at the bus terminal.”

My son: “I don’t want to wake up early. It’s such a long trip.”

Me: “But we are going to visit Grandma, and we will also go to the pool. You like that, don’t you?”

My son: “Okay, yes! I want to go. I will wake up early tomorrow.”

Day of the trip:

Everything was calm, and we arrived at the bus terminal on time. We bought the tickets and boarded the bus without any problem. My mom, as always, was prepared and brought some food for the journey.

Mom: “Let’s eat something. I brought some sandwiches and juice.”

My son: “Yes, Grandma, I’m hungry! I want to eat now!”

Me: “Okay, Mom, thank you for the food.”

During the trip:

Suddenly, the bus stopped. There was a truck that had overturned and was blocking the road. Only one lane was open, and all the passengers looked worried and scared. The driver told us that we had to wait. Because of that, the trip took longer, and it took us more than four hours to arrive.

Even though it was a stressful moment, we were thankful to be safe and continued our journey together as a family.

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Scenario #2

The scenario mainly uses the Past Simple tense, as it narrates a past experience. Examples include:

“We arrived at the terminal.”

“The bus had to stop.”
This tense is appropriate for storytelling and describing completed actions.

The dialogue includes expressions used to:

Make plans: “We must leave early…”

Express feelings or preferences: “I don’t want to wake up early.”, “I’m hungry.”

Give instructions or reminders: “We need to buy the tickets.”

The vocabulary is related to everyday travel situations, such as:

Travel and transportation: bus terminal, tickets, trip, passengers, driver

Family context: mom, grandma, son

Unexpected events: accident, delay, worried, road blockage

Common expressions of daily conversation are used, showing natural interaction between family members:

“Are you hungry?”

“Thank you for the food.”

“I don’t want to wake up early.”
These expressions demonstrate simple communication in real-life contexts.

The scenario reflects different communicative intentions, such as:

Negotiation and persuasion: convincing the child to travel

Concern and reaction: passengers reacting to the road accident

Gratitude: expressing thanks for the food

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Justin Bieber arrested for drunk driving, driving under the influence of marijuana, and throwing eggs at his neighbor's house.

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Luis Eduardo Jiménez Brausin - Scenario # 1

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Luis Eduardo Jiménez Brausin - Scenario # 1

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Scenario 1:

I chose this scenario because one time I had to translate into English a short conference related with a criminal investigation for an Hindu audience who understood English.

Police Officer: Ladies and gentlemen, the court of Los Angeles county of first instance celebrates the following trial bench against Justin Bieber due to misdemeanor accusations of vandalism in Calabasas, California, including drunk driving, driving under the influence of marijuana and throwing eggs at a neighbor's house on December, 2013 and January 2014.

All Right. The administrative litigation District Court is now in session.

Honorable Judge Octavio Augusto Tejeiro Duque presiding.

Judge: Thank you. You all may be seated.

This Court is now in session.

We call case number 666, the state of California versus Justin Bieber is now in session.

Is the prosecution ready?

Counsel: (Standing up) Yes, your honor?

Judge: Is the defense ready?

Defense Lawyer: (Standing up) We are, your honor.

Judge: Okay.  We will now hear opening statements from the prosecution.

You may proceed, Counsel.

Counsel: Thank you, your honor.

Your honor, my name is Jimmy Jiménez. I represent the state of California.

Today, you will hear how Justin Bieber, the defendant in this case, was driving while intoxicated. I will also prove that he was throwing eggs to the house of Mr. Jeffrey Schwartz, his neighbor.

And your honor, this is why we ask for a verdict of guilty.

Thank you.

Judge: Thank you Counsel.

The defense may proceed giving their opening.

Defense lawyer: Your honor, ladies and gentlemen of the Court.

My name is Ruth Bader Ginsburg. Today, I am representing the defendant Justin Bieber in the case of Mr. Jeffrey Schwartz versus Justin Bieber.

He is being accused of driving while intoxicated even though He was clearly taking some medicines.

Besides, your honor, He was under excessive stress and was acting under much anger and intense pain. He was unaware of his actions.

Your honor, we ask for a verdict of not guilty

Judge: Thank you Counsel.

Will the prosecution please call their first witness?.

Counsel: Yes, your honor.

Prosecution would like to call Mr. Jeffrey Schwartz to the stand.

Judge: Mr. Jeffrey Schwartz, please take the stand.

Before you sit can you please stay stand and raise your right hand:

Do you swear to tell the whole truth and nothing but the truth so help you God?

Mr. Jeffrey Schwartz: I do.

Judge: You may be seated.

Counsel: Mr. Schwartz, please introduce yourself and tell us where do you live.

Mr. Schwartz: My name is Jeffrey Schwartz and I live in the 25246 next to the 25202 Prado del Grandioso, Calabasas, CA 91302 California.

Counsel: Mr. Schwartz, tell us about the happenings on december 2013.

Mr. Schwartz: I saw Mr. Bieber driving in a very weird way and driving on the grass of his property. He was drinking alcoholic beverages. Suddenly started to throw many eggs toward my house shouting all kinds of obscenities. So I had to call the police and they tried to arrest him.

Judge: Thank you, Counsel.

The defense like to cross?

Defense lawyer: Yes, your honor.

Judge: You may begin.

Defense lawyer: Mr. Schwartz. The police reported there were a big amount of beer bottles on the table of your backyard. How can you assert my client was doing such things like trowing eggs if you were drank?

Mr. Schwartz: That’s true about the beers.  All of my friends were drinking some bottles but the one who did not drink any shot of alcohol was me.  Indeed, I was drinking some medicines, I have my family as witnesses and the breathalyzer test made by the forensic agents.

Defense lawyer: No further questions, Your Honor.

Judge: Thank you, Defense lawyer.

All right.

The case is taken under advisement to review the evidence, arguments and law in order to issuing a verdict.

(After two hours)

Judge: Mr. Justin Bieber, please rise."

The court has reviewed the evidence and the arguments of counsels:

"In the matter of Case 666 Jeffrey Schwartz against Justin Bieber, the court finds the defendant guilty.

"The sentence of this court is:

-Two years of probation

-5 days of community service

-An anger management course, and

-the payment of $80,900 in restitution to the neighbor Jeffrey Schwartz.

“All rise. This court is adjourned.”

Police officer: Please, everyone stand

(Judge leaving).

You may leave the court.

.

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Honorable Judge Octavio Augusto Tejeiro Duque.

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Luis Eduardo jiménez Brausin - Reflection on Scenario # 1: The Trial 

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Luis Eduardo jiménez Brausin - Reflection on Scenario # 1: The Trial 

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Grammar,

Along the trial is used standard English with a very formal tone. Judge, counsels and witnesses speak as correct as possible using the best grammar standards.

In this scenario, nor slangs or idioms are used to talk to somebody.

Speakers avoid to use contractions like “We’re” or “won’t”. They rather use complete words (“We are” and “does not”, etc.) and complete sentences.

Using “passive voice” is very common because it’s necessary to highlight actions and consequences of specific acts and persons.

Vocabulary,

An important feature of a trial is the Polite conversation and the socially correct way of behave while the judge is presiding the trial or the sessions.

Using a formal language during a trial changes the slang for a refined jargon.

For example, this is not any meeting, it’s a session. The judge is the Honorable Judge.

The accused is the “Defendant”. The judge isn’t “leading” but “Presiding”. Instead of saying "Let's begin" he solemnly says: “This Court is now in session”.  “Defense Lawyer” (News/informal chats) is “Counsel”.

In place of the command “Sit down”, a more polite sentence: “You may be seated”.

Tone,

From the greetings to the verdict, a professional tone is used by every person who takes part in the trial.

This is a context where speakers must give clear explanations on every word, action and motivations involve in the crime or fault. Everybody has to wait for speaking until the judge grants the authorization.

Register

It’s mandatory to use the highest level of formality in this context. Therefore, everybody has to answer to the judge saying “Yes, your honor” or “No, your honor” according the asked facts.

This selected words reflect a particular social setting like is a Courtroom.

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Luis Eduardo Jiménez Brausin - Scenario # 2: “Going to the park with my daughter”.

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Luis Eduardo Jiménez Brausin - Scenario # 2: “Going to the park with my daughter”.

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Now, this is my second scenario. It happens in a town of hot lands where some people take a nap after lunch and then take children to the park. I lived many times this experience with my daughter. Although She is at the university, still, I use to call her Super girl, little daughter or blessed girl.

Dad: Sleepy Beauty, Wake up super girl!

Girl: What’s up?

Dad: Time to get up!

Girl: Why?

Dad: ‘cause We’re gonna buy something at the mall. Wanna go?

Girl: Just want to sleep.

Dad: Ok. Sleep. But I don’t know what we’re going to do with the another candy.

Girl: Oh my gosh.  I should help my Dad with something.

Dad: Anyone want ice cream?

Girl: Yeah!

Dad: Ya ready to go for an ice cream?

Girl: Yep. I’m down.

Dad: Ok. Let’s go.

Girl: (Walking and singing) Yankee Doodle went to town . . . riding on a pony.

Stuck a feather in his hat

and called it Macaroni.

Yankee Doodle keep it up.

Yankee Doodle dandy.

All the lassies are so smart

and sweet as sugar candy.

Dad: Here we are.

Girl: I love lay down and rolled over and over on this grass.

This park is sick.

Dad, look at me!

Uff!

How’s this?

Dad: You slayed it!

You’ve won the biggest

Girl: Are you kidding?

Dad: No cap!.

Girl: Let’s go. I’m dead tired.

Dad: What will be your favorite flavor today?

Girl: You know I like Cookies N’ Cream but today I need a Mint Chocolate Chip ice cream.

Dad: O.K. That will be.

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...but today I need a Mint Chocolate Chip ice cream.

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Reflection on Scenario # 2: “Going to the park with my daughter”. 

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Reflection on Scenario # 2: “Going to the park with my daughter”. 

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Grammar,

Many times sentences don’t have a subject. The language is very informal and careless.

The standard English is not always used at home. I ‘d say that these are very contextualized chats. Normally, the topic of the dialogue it’s mentioned at the beginning. Following sentences spin around the same topic without name it again. In many cases, speakers use objet pronouns like it, or him. Example: “…want to take him to the bus stop?” or “I don’t like it”. I think that informal dialogues like this are characterized by the use of many contractions,

Vocabulary,

The language used in familiar conversations are very informal. The vocabulary almost always is simple, direct and not always with correct grammar.

Families use to insert many slangs in between their dialogues.

Tone,

There are not many rules to set an specific tone in families dialogues. Maybe, when there is a special meeting like a wedding and the father want to say some words. But, in general, people use a relaxed tone in their speech.

Register

We always select the simplest words and sentences to communicate with children. The words show to children confidence and love. They may speak whenever they might want, don’t need an authorization nor a permission. Moreover, it is not used formal titles such as Mr. Father o Mrs. Grandmother; these are just Daddy or Granny, etc.

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Contextual Scenario #1 - Karolt Zabaleta

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Contextual Scenario #1 - Karolt Zabaleta

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Salary Raise Request (Job Interview)

This scenario is about persuasion and negotiation in a formal business setting.

This scenario requires formal, professional, and persuasive language, focusing on business vocabulary, performance, and achievements.

Mr. Harrison (Manager): Hello, Clara. Sit down, please. Why are we meeting today?

Clara (Employee): Hello, Mr. Harrison. I want to talk about my money. I need more salary.

Mr. Harrison: Okay. Tell me, why do you need more money?

Clara: I work very well here. I help with the new computer system. Sales are better now. I do more work. I think I need a raise.

Mr. Harrison: I see. We like your work. But the company budget is small now. How much more money do you want?

Clara: I want 65,000 dollars each year. This is a fair amount for my job. I will continue to work hard for the company.

Mr. Harrison: Thank you, Clara. I will check your work data. I will talk to you again with my answer on Friday.

Clara: That is good. Thank you for your time.

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Scenario #1

The language used was generally clear and easy to follow because it used simple grammar, mainly the Simple Present tense. For example, Clara clearly stated her request: "I want to talk about my money. I need more salary.". This directness is a strength in terms of basic comprehension. The use of the Simple Present and Simple Future ("I will continue to work hard...") was grammatically accurate.

However, the dialogue had significant areas for improvement regarding tone, register, and vocabulary appropriateness for a professional meeting. The tone was too direct and informal. In a professional setting, the language should be formal and persuasive. The employee's vocabulary was too vague. Using the word "money" instead of "compensation" or "salary" reduces professionalism. Furthermore, the lack of pragmatic language makes the request sound too demanding. Phrases like "I need more salary" should be softened to "I would like to discuss my compensation".

Finally, the arguments used to justify the raise ("I work very well here. Sales are better now.") are not detailed enough. This simple language fails to effectively convey the employee's contributions and makes the overall communication ineffective for the context of a business negotiation.

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Contextual Scenario #2 - Karolt Zabaleta

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Contextual Scenario #2 - Karolt Zabaleta

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Reporting a Maintenance Issue in an Apartment (Customer Service Interaction)

This scenario is about requesting assistance and problem resolution in a neutral customer service environment.

This scenario requires neutral to informal, clear, problem-solving language, using home and repair vocabulary.

Laura: Hello, this is Laura in 4B. I'm calling about a plumbing issue in my kitchen.

Maintenance Agent (Tom): Good afternoon, Laura. I'm Tom. Thanks for calling. What seems to be the exact problem?

Laura: The kitchen sink has been blocked since last night. Now, water is coming up into the basin. I'm afraid it smells bad.

Maintenance Agent (Tom): I apologize for the inconvenience. Have you already tried to clear the drain with a plunger or a cleaner?

Laura: Yes, I tried a plunger, but it didn't work. I would prefer not to use chemicals. Could you send a technician soon?

Maintenance Agent (Tom): Of course. I can schedule someone for this afternoon, between 2 and 4 p.m. Will you be at home then?

Laura: Yes, I will be here. Thank you very much for helping so fast.

Maintenance Agent (Tom): You're welcome. We will take care of it immediately. Please call back if the problem continues.

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The language used in this dialogue was highly effective and appropriate for a customer service interaction.

A major strength was the neutral and polite tone maintained by both speakers, which is crucial for this kind of communication. Tom used professional phrases like, "I apologize for the inconvenience" and "We will take care of it immediately," showing good pragmatic use of language. Laura effectively used modal verbs ("Could you send a technician soon?") and an appropriate introductory phrase ("I'm calling about a plumbing issue") to make a polite and clear request.

Grammar accuracy was strong, demonstrating correct use of structures. For instance, Laura correctly used the Present Perfect to explain the duration of the problem: "The kitchen sink has been blocked since last night." This structure makes the communication much clearer than simple past tense. The vocabulary was also specific and appropriate (e.g., plumbing issue, technician, drain, blocked).

An area for minor improvement lies in detail and vocabulary expansion. Laura's description of the smell ("I'm afraid it smells bad") is functional, but could be more vivid. Also, the agent, Tom, could confirm the exact nature of the visit more clearly. Overall, the communication was successful because the language was perfectly matched to the context's need for clarity, politeness, and objective information sharing.

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One of the first things we have to think when we are going to analyze a specific speech or argot is the field and the environment where the dialogues are developed. It refers to specialized conversations like in medicine, military, technology, accounting and so on.

In the case of my example in a trial, we have to change everyday vocabulary for a very specific terms like drafting legal documents, court proceedings, or professional consultation.

For example, the judge doesn’t say: “What did you say?”, as if they were in an informal situation; he says: “We will now hear opening statements from the prosecution. You may proceed, Counsel.”

In this situation, they change common sentences like “What happen here?”, “What’s going on?” What’s the matter?”, “What’s your problem?” “first words” or “initial presentation” for a more located expression called “opening statements”.  These are the beginning of the arguments or the formal discussion behold the judge.

In general, people knows that have to use the best politeness and formal norms in the courtroom. Everyone has to show respect in his/her language and wait for his turn to speak. The witness is very aware of the context in which he is being interviewed. When He is giving his statement before the judge, He doesn’t say “Justin Bieber was driving like a crazy guy by his backyard because he was drinking Booze, Hooch and Brewski”. Instead, He says: “I saw Mr. Bieber driving in a very weird way and driving on the grass of his property. He was drinking alcoholic beverages…”