1. Do you remember these words?2. Reading3. Vocabulary (Reclamaciones y disculpas)4. Grammar (Agreement and disagreement)5. Listening5.1 Listening 15.2 Listening 2 6. Writing (Email: apologies) 7. Speaking (Reclamaciones y disculpas) 7.1 Pronunciation 7.2 Situation 8. Key ideas 9. Links of interest