Exercise 1: Read these mini-dialogs and underline expressions of making and responding to complaints
A B C D
*Susan: I wish you wouldn’t *Hamid: I’m sorry to say *Barbara: I was waiting for *Man: I’m afraid I have to
make so much noise when this, but I really didn’t like you in the coffee shop but make a complaint. Some
I’m busy working. the way you talked to your you didn’t come. money has gone missing
Tom: Oh, Oh I’m terribly mother. Steve: I’m awfully sorry, from my room.
sorry about that! I didn’t John: Oh, I’m awfully darling. I really forgot it. Receptionist: I can’t tell
realize you were working. sorry. I didn’t realize I was you how sorry I am!, sir.
so rude.
Exercise 2: Read the following expressions and classify them in the table below
1. I have got a bit of problem here, you see……
2. I am afraid I have to make a serious complaint
3. Oh dear, I am sorry about that
4. I’m afraid there’s nothing we can do about it actually
5. I just don’t know how to say it but,…………
6. Look, I’m not really satisfied with the way you…
7. I'm afraid I can't any help.
8. I'm so sorry about that. I promise it wouldn't happen again
9. Well, I’m afraid there’s nothing we can do about it.
10. I’m afraid there isn’t much we can do about it.
Making a complaint Accepting a complaint Rejecting a complaint
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Exercise 3: What would you say in the following situations?
1. Your next-door neighbor is always playing music so loud that you can’t sleep.
A: You express complaint: ............................................................................................................................
B: Your neighbor responds: ………………………………………………………………………………
2. You ordered a pizza in a restaurant but it’s not tasty
A: (complain to the manager)…………………………………………………………………………….
………………………………………………………………………………….………………………….
B: (the manager accepts the complaint)………………………………………………………………
………………………………………………………………………………………………………………
3. You can’t see the board because there’s no electricity in the classroom.
A: (complain to your teacher)…………………………………………………………………………….
……………………………………………………… ………………………………………….…..……..
B: (Your teacher rejects the complaint)………………………………………………………………....
……………………………………………………… ………………………………………….…..……..
4. The soup was not good because there weren’t any vegetables in it.
A: (complain to the waiter) …………………………………………………………………………….
B: (the waiter accepts your complaint) .……………………………………………………………..
………………………………………………………...……………………………………………………
Good Luck
