Speech Acts II: Apologies and Complaints

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Questions and Answers

What is the best way to respond to a compliment according to the guidelines?

  • Ignore the compliment completely.
  • Acknowledge the compliment sincerely without competing. (correct)
  • Return the compliment insincerely.
  • Deflect the compliment to avoid attention.

Which of the following is an example of a formal invitation?

  • Why not join us for a drink?
  • Fancy going out for a meal?
  • Shall we meet later tonight to discuss?
  • Would you like to come over for dinner? (correct)

When declining an invitation, which response is considered polite?

  • No, thanks.
  • Thank you very much, but I’m afraid I can’t come. (correct)
  • I can't come, and that's final.
  • Not interested.

What is a common informal way to extend an invitation?

<p>Why not come round for a drink? (D)</p> Signup and view all the answers

Which phrase is appropriate for accepting an invitation?

<p>That sounds good. I’ll look forward to it. (B)</p> Signup and view all the answers

What is the first step in responding to a complaint effectively?

<p>Listening (A)</p> Signup and view all the answers

Why is it important to show that you are listening when handling a complaint?

<p>To acknowledge their feelings (A)</p> Signup and view all the answers

Which of the following is an appropriate way to apologize?

<p>I sincerely apologize for the inconvenience. (B)</p> Signup and view all the answers

What should you do after listening to a customer’s complaint?

<p>Take action to resolve the issue. (D)</p> Signup and view all the answers

Which phrase is NOT typically used to show you are listening?

<p>Can you repeat that? (C)</p> Signup and view all the answers

What is a potential consequence of failing to apologize appropriately?

<p>Escalating the complaint (A)</p> Signup and view all the answers

Which of the following should NOT be part of the follow-up process?

<p>Ignoring further customer feedback (D)</p> Signup and view all the answers

What is a key component of expressing an apology?

<p>Taking responsibility (A)</p> Signup and view all the answers

What is one key to giving effective compliments?

<p>Be specific when giving compliments. (C)</p> Signup and view all the answers

Which of the following is NOT a common topic for giving compliments?

<p>Political beliefs (D)</p> Signup and view all the answers

What is an appropriate way to compliment someone's outfit?

<p>Your dress is very nice, where did you get it? (A)</p> Signup and view all the answers

Which of the following responses exemplifies a compliment on personal qualities?

<p>You’re so hardworking—it inspires me. (D)</p> Signup and view all the answers

Why should compliments not be overdone?

<p>They can come across as insincere. (C)</p> Signup and view all the answers

When complimenting someone's personal taste in possessions, which statement is best to use?

<p>You really have great taste in furniture. (D)</p> Signup and view all the answers

What kind of compliment would best fit a performance achievement?

<p>Congratulations! You’ve truly earned it. (B)</p> Signup and view all the answers

Which type of compliment is characterized as indirect?

<p>That shirt really compliments your eyes. (A)</p> Signup and view all the answers

What is a suitable first response to a customer expressing frustration?

<p>Apologize and acknowledge their feelings. (C)</p> Signup and view all the answers

What is one way to take action in response to a reported issue?

<p>Promise to resolve the problem as quickly as possible. (D)</p> Signup and view all the answers

What is an indirect compliment?

<p>Complimenting someone by attributing their quality to something that reflects on them. (A)</p> Signup and view all the answers

Which of the following steps is included in the process of following up?

<p>Calling the customer to check on their satisfaction. (C)</p> Signup and view all the answers

Which of the following is an example of an indirect compliment?

<p>Your child is such a good student. (D)</p> Signup and view all the answers

How should a business respond if the solution attempted does not work?

<p>Review the situation and find a better solution. (A)</p> Signup and view all the answers

Which structure can be used to express a compliment about an object?

<p>That’s such a pretty necklace! (B)</p> Signup and view all the answers

When expressing compliments, what should be considered?

<p>Cultural norms may affect the perception of compliments. (C)</p> Signup and view all the answers

What might be an appropriate action when dealing with software problems over the phone?

<p>Walk through the necessary steps to troubleshoot. (B)</p> Signup and view all the answers

What is a plausible response to receiving a compliment?

<p>Thank you, that's kind of you to say! (B)</p> Signup and view all the answers

What does the compliment 'You have great taste' indicate?

<p>The person is selective and discerning in their choices. (C)</p> Signup and view all the answers

What is one of the main purposes of offering compliments?

<p>To build rapport and start a conversation. (C)</p> Signup and view all the answers

What is the best approach to confirm a customer’s location for service?

<p>Ask for their location to ensure timely assistance. (D)</p> Signup and view all the answers

Which of the following phrases is used to compliment someone's appearance?

<p>You have beautiful eyes. (A)</p> Signup and view all the answers

What is one benefit of giving indirect compliments?

<p>They avoid embarrassing the person complimented. (A)</p> Signup and view all the answers

Which of the following is NOT a common phrase for giving compliments?

<p>You should really work on that. (B)</p> Signup and view all the answers

What is the primary goal of complaining in English?

<p>To achieve a desired solution. (C)</p> Signup and view all the answers

Which of these strategies is NOT recommended for complaining effectively in English?

<p>Using direct language. (B)</p> Signup and view all the answers

Which of the following phrases is an example of indirect language used in complaints?

<p>I'm sorry to say this, but I'm not happy with the service. (D)</p> Signup and view all the answers

Which modal verb is typically used in complaints to express a polite request or suggestion for improvement?

<p>Could (A)</p> Signup and view all the answers

What is the main purpose of ending a complaint with a question?

<p>To propose a solution or seek clarification. (A)</p> Signup and view all the answers

Which of the following phrases is NOT an example of a complaint opener that expresses dissatisfaction?

<p>I'm glad you are here to help me with... (A)</p> Signup and view all the answers

Which of the following complaint phrases is an example of politely expressing disappointment?

<p>I'm sorry, but I'm not happy with this at all. (A)</p> Signup and view all the answers

What is the main purpose of explaining why you are upset/frustrated/angry when making a complaint?

<p>To provide context and clarity to the issue. (C)</p> Signup and view all the answers

Flashcards

Complaints

Expressions of displeasure in response to unfavorable actions.

Indirect Language

A communication style that softens the impact of complaints.

Calm Voice

Maintaining a steady tone during a complaint to prevent escalation.

Modal Verbs

Verbs used to express possibility, necessity, or permission in complaints.

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Ending with a Question

Wrapping up complaints with queries to seek solutions or responses.

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Explaining Frustration

Detailing reasons for your feelings while complaining.

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Polite Phrasing

Using polite language structures to soften complaints.

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Requesting Solutions

Asking for ways to resolve the issue after raising a complaint.

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Responding to Complaints

The process of addressing a customer's concerns effectively.

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Step 1: Listening

The act of hearing and acknowledging a customer's complaint.

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Expressing understanding

Using verbal cues to show that you are engaged and understand the complainant.

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Clarifying details

Asking questions to gather more information about the complaint.

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Step 2: Apologizing

The act of expressing regret for an issue or inconvenience caused.

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Common apologies

Frequent phrases used to express apologies in English.

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Taking Action

Steps taken to resolve a complaint or issue after listening and apologizing.

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Following Up

The practice of checking back with a complainant after resolution.

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Apologizing Effectively

Expressing regret and taking responsibility for a problem.

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Follow Up

Checking in with a customer after resolving an issue.

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Cultural Aspects of Compliments

Compliments are expressions of admiration influenced by culture.

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Offering Solutions

Presenting options to rectify a customer's complaint.

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Identifying the Problem

Understanding the customer's issue before offering a solution.

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Customer Satisfaction

Ensuring the customer feels content and their issues are resolved.

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Expressing Admiration

Giving compliments to show appreciation or respect.

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Keys to Giving Compliments

Essentials for effectively providing compliments; be specific, use appropriate tone, and avoid overdoing it.

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Types of Compliments

Compliments can be about performance, appearance, or personal qualities.

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Compliments on Performance

Congratulatory remarks recognizing someone’s achievements or skills.

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Compliments on Appearance

Compliments regarding someone's looks, clothing, style, or personal taste.

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Compliments on Personal Qualities

Remarks that appreciate someone's character or traits, like being hardworking or cheerful.

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Indirect Compliments

Compliments implying admiration without directly stating it, often more subtle.

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Examples of Performance Compliments

Phrases like 'I'm so happy for you' or 'You've earned it' reinforce achievements.

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Examples of Appearance Compliments

Comments on clothing or looks, such as 'You look amazing' or 'I love your hair.'

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Accepting Compliments

Acknowledging positive remarks without deflecting.

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Returning Compliments

Responding to a compliment sincerely without competition.

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Invitations

Requests for someone to join or participate in an activity.

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Accepting an Invitation

Politely agreeing to attend an event or activity offered.

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Declining an Invitation

Politely refusing to participate in an event or activity.

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Compliment Structure

Common phrases used to give compliments, often featuring expressions of admiration and specific details.

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Praising Pets

Complimenting someone's pet can convey affection and serve as an indirect compliment.

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Responses to Compliments

Simple and gracious replies to acknowledgments of praise, often keeping the interaction pleasant.

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Compliments about Achievements

Praising someone for their accomplishments, showing recognition of their hard work or talent.

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Complimenting Skills

Acknowledging someone's talent or ability, such as cooking or creative work, as a specific praise.

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Using Intensifiers in Compliments

Adding words like 'so' or 'such' to enhance the effect of a compliment.

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Good Taste Compliments

Compliments that express admiration for someone's choices or aesthetic, confirming their style or preferences.

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Study Notes

Speech Acts (II): Apologies and Complaints/Compliments-Responses/Invitations and Thanks

  • Speech Acts are used to express apologies, complaints, compliments, responses, invitations, and thanks.
  • Strategies for oral and written communication in English are discussed.
  • The material covers how to express apologies and complaints in English, expressing compliments and responses in English, inviting and expressing thanks in English.

How to Express Apologies and Complaints in English

  • Complaints are expressions of displeasure or annoyance about an unfavorable action.

  • The goal is for the speaker to achieve a solution.

  • The essentials for complaining effectively include using indirect language, keeping a calm voice, using modal verbs, ending with a question, and explaining the reason behind the complaint.

  • Example phrases for expressing dissatisfaction include:

    • "I am sorry to have to say this but..."
    • "Maybe you forgot to..."
    • "Excuse me if I am out of line, but..."
    • "Excuse me if I am overstepping my boundaries, but..."
    • “Perhaps there was a misunderstanding but...”
    • "I'm sorry to say this but I am really quite upset/angry/disappointed..."
    • “There appears to be a problem here...”
    • "I'm sorry but I'd like to make a complaint about..."
    • "How can we fix this?"
    • "How could we amend this?"
    • "Do you have any thoughts on how we could proceed?"
    • "Is there anything that can be done to improve the situation?"
    • "Could you help me with...?"

How to Express Compliments and Responses in English:

  • Compliments are expressions of admiration, appreciation, approval, or respect.
  • Compliments are culturally-specific.
  • Giving complements should be specific, avoid overdoing it and use an appropriate tone.
  • Common compliment topics include performance, achievements, talents, skills, appearance, personal style, personal taste in possessions, personal qualities, and personality characteristics.
    • Examples for giving compliments on performance include: "Congratulations!", "Congrats!", "Congratulations on your.... It's fantastic.", "Congratulations. You should be proud (of yourself)."

How to Express Invitations and Thanks in English:

  • Invitations involve asking someone to participate in an activity or event.

  • Formal invitations typically use "would you like (to)".

  • Informal options include "do you want (to)".

  • Examples of formal invitations are: "I was wondering if you would like to join us for a meal. Perhaps you would like to have dinner at my home.", "We would like to invite you to dinner."

  • Examples of informal invitations are: "Why not come round for a drink?", "Why not join us for a drink?」「Fancy going for a drink/a meal?", "There's a really nice place just a few minutes from here/ round the corner. Shall we meet later tonight to discuss it over dinner?"

  • Accepting Invitations: Examples include "That's very kind of you. Thank you for inviting me. I'd like that very much.", and "I'd be delighted to come." "Thank you. That'd be very nice. I'll look forward to it.", "Yes, please. Thanks.", "That's/ What a good idea. That sounds good/fun."

  • Declining Invitations: Examples include "Thank you very much, but I'm afraid I can't come.", "That's very kind of you, unfortunately I have arranged something else.", "Thanks, but I won't be able to make it then."

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UNIT 12 Speech Acts (II) PDF

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