UNIT 12 Speech Acts (II) PDF

12. Speech Acts (II): Apologies and Complaints/Compliments-Responses/Invitations and Thanks ESTRATEGIAS PARA LA COMUNICACIÓN ORAL Y ESCRITA EN LENGUA INGLESA II Facultad de Lenguas y Educación 2  12.1How to express Apologies and Complaints in English Complaints Expressions of displeasu...

12. Speech Acts (II): Apologies and Complaints/Compliments-Responses/Invitations and Thanks ESTRATEGIAS PARA LA COMUNICACIÓN ORAL Y ESCRITA EN LENGUA INGLESA II Facultad de Lenguas y Educación 2  12.1How to express Apologies and Complaints in English Complaints Expressions of displeasure or annoyance in response to an action that is seen by the speaker as unfavourable. The goal is to do it well so you get the solution you want. The essentials for complaining correctly in English are: - Using indirect language. Retrieved from - Keeping your voice calm. https://www.iconfinder.com/icons/ 1546561/behavior_business_com - Using modal verbs. plaint_consumer_customer_finan - Ending complaints with a question. ce_payment_icon - Explaining why you are upset/frustrated/angry. 3 - Explaining why you are upset/frustrated/angry. - “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…?” 4 Some examples: “I’m sorry but there appears to be a problem here. I asked for a junior suite, not a double room. Can this be amended?” “I am sorry to say this but I am really disappointed in the work on this project. I expected this to be done more quickly. What went wrong and how can we avoid this problem in the future?” “I’m very sorry but I have to say I’m not happy with this haircut at all. How can we fix it?” “Excuse me if I am overstepping my boundaries here but I was under the impression the Smithfield was our most important client- it seems to me we should put more of our focus on our work with Smithfield, not Haper & Jones Co.” 5  https://www.youtube.com/watch?time_continue=490&v=j3NWmpbp w0Q 6  How to express Apologies and Complaints in English Apologies Responding to a complaint is a delicate situation that must be handled correctly. Steps for responding to complaints correctly: Retrieved from - Listening https://www.istockphoto. com/no/photos/im- - Apologizing sorry?mediatype=photo graphy&phrase=im%20 - Taking action sorry&sort=mostpopular - Following up 7 STEP 1: Listening Your customer is angry, upset, frustrated, mad, disappointed, etc. It is not fun, but it is necessary to listen. In English, we have several ways to show we are listening. In some cultures, it is normal to stay a 100% silent when you are listening to someone, but not in English. We can use small words and sounds to acknowledge their problem or show we understand and we care about the complaint, such as: - Uh-huh - Mhm - I understand… - Yes, I see… You can follow-up these words and filler sounds with these questions and comments to get the details of the problem and clarify: - Could you tell me a little more about why/how/what happened…? - Could you clarify what you mean when you say…? - Can you tell me exactly what happened…? - I’d like to summarize the situation to make sure I understand everything correctly. 8 STEP 2: Apologizing This is maybe the most important and most difficult step. The person that is offended wants an apology, more than anything, a sincere apology. Here are several common expressions we use in English to do that: - I’m really sorry to hear that. I understand how difficult/frustrating/disappointing that would be. - I sincerely apologize. We/I/The company would like to repair the damage (or resolve the situation). - I apologize for the inconvenience/the problem. - I’m terribly sorry. We will work to resolve the problem immediately. - I understand why you are upset/angry/frustrated. We are going to solve this as quickly as possible. - I’m really sorry. We’re going to take care of it right away. 9 STEP 3: Taking action - Let me talk with my manager to see what we can offer you to amend the situation. Would it be okay if I call you back in a few hours with a solution? - We will send a repair person immediately (or as soon as possible). Let me confirm your location. - I’d be happy to walk through all the steps you need to repair the issue. (Common for software problems or technical problems discussed over the phone) - We’ll issue a refund immediately to resolve the issue. - Let me check with the manufacturer (or the shippers or the programmers) to see what happened so we can fix this. I will get back to you as soon as I know what happened. - Let me review this situation so I can identify the best solution. I will get back to you within 24 hours. - Let me discuss this with my manager/supervisor/sale team and get back to you later today with a solution. 10 Step 4: Follow Up - I just wanted to follow-up with you regarding [the problem] – did the repairman fix the issue? - Did everything work out ok with [the solution to the problem]? I just want to make sure you are satisfied. - Was the problem resolved successfully? Is there anything else we can help you with? - Was everything satisfactory? Do you have any other concerns? - Please be sure to let us know how we can help you if any other issues occur. 11  https://www.youtube.com/watch?v=znGci0chZ7w 12  12.2How to express Compliments and Responses in English A compliment is an expression of admiration, appreciation, approval, or respect. Compliments are very cultural. What is common or acceptable in one culture may not be so normal for another culture. They help you start a conversation. Retrieved from https://blog.compassrosebenefits. com/tag/benefits-of-compliments/ 13 How to express Compliments and Responses in English Keys to giving compliments Be specific when giving compliments Don’t overdo it Retrieved from https://www.iconfinder.c Use appropriate tone om/icons/2620520/empl oyee_graduate_job_see ker_unemployee_work_ icon Common Topics for Giving Compliments Compliments on performance, achievements, talents, skills, and/or abilities On appearance, style, or personal taste in possessions On personal qualities or personality characteristics Indirect Compliments 14 Compliments on performance, achievements, talents, skills, and/or abilities - Congratulations! - Congrats! - Congratulations on your…. It’s fantastic. - Congratulations. You should be proud (of yourself). - I’m proud of you. - I’m so happy for you. - Congratulations! You’ve earned it. 15 Compliments on appearance, style, or personal taste in possessions Because we see people every day at work, school, or even on the street, we obviously notice their physical appearance. It is common to compliment another person’s haircut or hairstyle, or mention something about his or her clothing or accessories. Similarly, you can also compliment someone’s personal taste with regards to possessions such as his or her bike, car, or motorcycle, or the person’s house or apartment, including furniture and decorations within it. Here are some examples of these types of compliments: - “You look amazing. Where’d you get that dress?” - “I love your hair. It really flatters your face.” - “That’s such a pretty scarf. You have great taste.” - “What a nice bike! Where’d you get it?” - “I really like that desk. It looks great in this space.” 16 Compliments on personal qualities or personality characteristics Besides complimenting someone’s skills and abilities or their personal taste, you can also mention personal qualities or personality characteristics that you admire. Let’s look at some examples: - “You’re always so happy. It always cheers me up.” - “You’re such a hard-working person. I admire you.” - “I’m impressed that you were able to stay so calm in the meeting. What’s your secret?” 17 Indirect Compliments In addition, we may give an indirect compliment, i.e. when we tell a parent that we admire his or her child’s achievement or characteristic, or we tell our friend that we think her boyfriend is a really talented cook. You can also compliment someone’s dog, cat, or other type of pet. Indirect compliments are a nice way to give a compliment because they suggest that the parent raised her child well or that your friend has good taste in a romantic partner. It’s also a little less embarrassing to compliment a person who isn’t physically present, so it’s a good way to practice giving compliments. - “Your child is such a good student. Congratulations on raising him well!” - “Your girlfriend is so friendly! Everyone loves talking to her.” - “Your dog is adorable!” 18  How to express Compliments and Responses in English Common Phrases Used to Give Compliments Structure Example I really like / love your (possession/object). I love your bookcase! Where’d you get it? Your (noun) is/looks (intensifier) (adjective). Your hair looks so shiny. What product do you use? That’s (such) a (adjective) (noun). That’s such a pretty necklace! You have great taste. What a (adjective) (noun)! What a cool cell phone. I’ve never seen one like that. You have a (adjective) (noun). You have a great apartment. OR You have beautiful eyes. You (really) did a (great / amazing / fantastic / awesome / You did an excellent job on that presentation. I now understand excellent) job on that (presentation / project / assignment / the research goals of the project. test). You look (adjective). You look so radiant. What’s your secret? Where did you get your…? Where did you get your watch? I love it. It’s so elegant. Great (noun)! Great job / game / presentation! Nice (noun)! Nice watch / car / save (in sports). You have a great (characteristic). You have a great memory / attitude / outlook / sense of style / work ethic. You have great (uncountable noun). You have great taste / style. That (noun) looks good on you. Those shoes look great on you. You look so tall. 19  How to express Compliments and Responses in English Responses to Compliments Keep it simple. Resist the urge to deflect or reject a compliment. Acknowledge other people who deserve to share the credit. Return compliments sincerely, but not competitively. Accept and respond to compliments the first time that you hear them. 20  How to Express Invitations and Thanks in English When we give somebody an invitation, we ask if they would like to go somewhere or do or have something. We can use the formal phrase would you like (to) and the more informal phrase do you want (to). Examples: - Would you like to come to dinner on Friday night? - Do you want to go for a coffee? We can accept or reject an invitation. 21 Formal invitations - I was wondering if you would like to join us for a meal. Perhaps you would like to have dinner at my home. Perhaps you would like to come round for a meal. - We would like to invite you to dinner. - I thought you might like to try some of our local cuisine. - There’s a pretty good place you might like which specializes in steaks. 22 Informal invitations - Why not come round for a drink? What about going out for a meal? 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? - Let’s discuss it later over a drink. 23 Accepting an invitation - That’s very kind of you. Thank you for inviting me. I’d like that very much. - 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. 24 Declining an invitation - 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. - No, thanks. - I’m all right, thanks. - I can manage. 25