GRADE 9 English CONSUMER LAWS AND POLICIES – LISTENING AND SPEAKING:SELECTIVE LISTENING Notes
LISTENING AND SPEAKING: SELECTIVE LISTENING
Topic: CONSUMER LAWS AND POLICIES — English (grammar focus) • Age 14 • Kenya
Purpose: Learn to listen selectively for grammar features (modals, imperatives, questions, passive, reported speech) in conversations about consumer rights, returns and shop policies. These grammar points help you speak clearly when making complaints or asking for help.
1. What is selective listening? 👂🔎
Selective listening means you listen for specific grammar items and words (e.g., must, can, receipt, refund) instead of trying to remember every word. This is useful when dealing with shop policies or when making a complaint.
2. Key grammar points to listen for (with short notes and examples)
- Modal verbs (obligation, permission, ability, advice)
must / have to — obligation/necessary: “You must keep the receipt.”should / ought to — advice: “You should check the warranty.”can / may — permission or ability: “You can return it within 14 days.”must not / cannot — prohibition: “You must not remove the tag.”
- Imperatives — commands or instructions:
Example: “Bring your ID and the receipt.”
- Question forms — listen for WH- and yes/no questions:
Examples: “When did you buy it?” “Do you have the receipt?”
- Passive voice — often used in notices and policies:
Example: “Items are sold with a 3-month warranty.”
- Reported speech — reporting what someone said (useful when telling a complaint to a manager):
Direct: “I bought this last week.” → Reported: He said (that) he had bought it the previous week.
- Conditionals — cause and result for rules:
Example (First conditional): “If the product is faulty, you can get a refund.”
3. Selective listening strategies
- Listen for grammar "signals": words like must, can, return, refund, receipt, warranty, days, weeks.
- Focus on verbs and modals first — they show obligation or permission.
- Note numbers and time (e.g., “14 days”, “30 days”) — often important in policies.
- Listen for changes in tense or reporting verbs (said, told) for reported speech.
- Repeat short phrases aloud to practise pronunciation and intonation.
4. Listening practice (teacher reads aloud or play audio)
Dialogue (short)
Shop assistant: “Good morning. How can I help you?”
Customer: “I bought this kettle three days ago, and it stopped working.”
Shop assistant: “Do you have the receipt?”
Customer: “Yes — here it is. Can I get a refund?”
Shop assistant: “If the kettle is faulty, you can return it within 14 days. You must show proof of purchase.”
Customer: “Okay. I would like a refund, please.”
Shop assistant: “I will check the warranty. If approved, a refund will be given.”
Customer: “I bought this kettle three days ago, and it stopped working.”
Shop assistant: “Do you have the receipt?”
Customer: “Yes — here it is. Can I get a refund?”
Shop assistant: “If the kettle is faulty, you can return it within 14 days. You must show proof of purchase.”
Customer: “Okay. I would like a refund, please.”
Shop assistant: “I will check the warranty. If approved, a refund will be given.”
Tasks (listen and answer/select):
- Which modal verbs did you hear? (Listen for: can, must)
- Fill the gaps: “You ____ show proof of purchase.” (must / can / should)
- Is the sentence passive? “A refund will be given.” (Yes / No)
- Change this to reported speech: Customer said, “Can I get a refund?” → __________
- Write a yes/no question you could ask the assistant to check the date of purchase.
5. Written exercises (do after listening)
Exercise A — Choose the correct modal:
- You ______ return goods within 7 days if they are faulty. (must / may / can)
- Shop signs: “No refunds after 30 days.” → Rewrite politely with a modal: “We ______ offer refunds after 30 days.” (cannot / should / must)
- Advice: “You ______ keep your receipt.” (should / may / must)
Exercise B — Change to reported speech:
- Assistant: “When did you buy this?” → He asked __________.
- Customer: “I bought it last Monday.” → The customer said __________.
Exercise C — Identify passive / active:
- “The item was replaced.” → Passive (Yes/No)
- “We replaced the item.” → Passive (Yes/No)
6. Answer key (teacher check)
Dialogue tasks:
- Modal verbs heard: can, must (also will in “will be given”).
- Fill gap: “must”.
- “A refund will be given.” — Yes (passive).
- Reported speech: He asked if he could get a refund. (or The customer asked if he could get a refund.)
- Example question: “When did you buy the kettle?” or “Can you check the date of purchase?”
- can (or must — teacher accepts either depending on local rule taught; best: can)
- cannot (or “cannot”/“we cannot offer refunds after 30 days” — polite: “we cannot offer refunds after 30 days”)
- should (or must — both acceptable; teacher to decide)
- He asked when I/they had bought it. (teacher adapt pronoun)
- The customer said (that) he had bought it the previous Monday.
- “The item was replaced.” → Passive: Yes.
- “We replaced the item.” → Passive: No (active).
Quick tips for students:
- When listening, underline or note modal verbs and numbers — they tell you the rule.
- Practice saying short sentences with modals. It helps you speak clearly when asking for refunds or help.
- Remember: reported speech often moves verbs one step back in time (present → past).
Note for teachers: Read dialogues clearly and slowly. Repeat key sentences. Use role-play so learners practise both listening for the grammar and using it when they speak about consumer issues (receipts, refunds, warranties). Keep examples consistent with Kenyan school context and classroom policies.