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Effective Complaining and Apologizing in Everyday Situations

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This chapter focuses on how to express dissatisfaction and handle complaints effectively in various scenarios, including shops, hotels, and restaurants. It provides practical examples of complaints, such as incorrect change, heating issues, and food quality, along with suitable responses. The chapter also covers the art of apologizing, offering phrases to express sincere regret. By learning these skills, you can navigate difficult situations with confidence and improve communication in everyday encounters.

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Effective Complaining and Apologizing in Everyday Situations

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  1. CHAPTER SEVEN COMPLAINING AND APOLOGIZING

  2. COMPLAINING • The ways of expressing your dissatisfaction with something or someone. EXAMPLE : • COMPLAINT IN A SHOP • Situation : You’re in a shop and the assistant gives you the wrong change. • “Excuse me, I think you’re given me the wrong change” or “Sorry, I think this change is wrong. I gave you $20, not $10”. • IN A HOTEL • “Excuse me, but there’s a problem with the heating in my room.” • Sorry to bother you, but I think there’s something wrong with me.” • AT A RESTAURANT • I’m afraid the soup is cold • Sorry, this steak is overcooked • I don’t think this fish is fresh

  3. Apologizing • Sory it was wrong of me • I’m sorry • I’m (so/very/terribly/awfully) sorry • I apologise • Sorry. (I didn’t mean to/I didn’t meant to be) • (please) forgive me • Sorry, there’s nothing I / we can do about it. I’m afraid.

  4. EXAMPLE : Situation : “Excuse me, but there’s a problem with the heating”. I’m sorry, I’ll get someone to check it for you Sorry to hear that – I’ll send someone up.

  5. EXERCISE Complaint :Apology : • You’re late. I’ve been a. I’m sorry. I’ll move it right waiting for an hour. away. 2. The library book was b. Gee. I’m sorry. I missed the due back yesterday. bus. 3. Excuse me, but your c. Oh, Gee. I’m sorry. Let me car is blocking my write you check right now. driveaway. 4. I think you’ve given d. Oh, yeah. It’s in my locker. me the wrong change. I’ll go and take it. 5. Don’t forget. You still e. Sorry. Let me check the bill owe me $25. again.

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