Prof : OHAMOUDDOU Mohamed 2nd bac Alamghrib Arabi high school

A/- READ THE FOLLOWING EXCHANGES, PAYING CLOSE ATTENTION TO THE EXPRESSIONS IN
BOLD.

1. Mr Parker: Excuse me, there seems to be something wrong with my car. It has broken down again. You said
you had fixed it.
Mechanic: I do apologize. I think it's the radiator. I'll look into the problem.
2. Jason: I’m sorry to trouble you, but the pizza I ordered hasn't been delivered yet.
Manager: Oh, I'm sorry about that. I think it was delivered to the wrong address.
3. Kate: I want to complain about the computer I purchased at your store. You told me it was good condition, but
it seems it won't start.
Operator: I’m sorry to hear that. I'll connect you to the support department immediately.
4. Mrs. Jannat: I'm afraid I've got a complaint about your technician. He hasn't showed up. We’ ve been
without a phone for two days now.
Manager: I can't tell you how sorry we are. We'll send him right away.
5. Mr. Jamal: I'm sorry to have to say this, but the room you gave us has no air-conditioning.
Receptionist: Please, accept our apologies. I'll check with our technician immediately.

B/- FIND IN THE EXCHANGES ABOVE PHRASES USED TO MAKE A COMPLAINT AND TO APOLOGIZING
AND THEN FILL IN THE TABLE BELOW.
1. Complaining 2. Apologizing
a ………………………………………………………………..……… a ………………………………………………………………..………

b ………………………………………………………………..……… b ………………………………………………………………..………

C ………………………………………………………………..……… C ………………………………………………………………..………

d ………………………………………………………………..……… d ………………………………………………………………..………

e ………………………………………………………………..…… e ………………………………………………………………..………

C/- Respond to the following complaints with an appropriate apology.

1. A: I'm sorry to have to say this, but I don't think this is my dictionary. Mine is still new.
You: ……………………………………………………………………………………………………………………………………………………………..………..
2. A: I want to complain about your son. He has broken my kitchen window.
You: ……………………………………………………………………………………………………………………………………………………………..………..
3. A: I'm afraid I've got a complaint about the food. I can't eat this soup. There is a fly in it!
You: ……………………………………………………………………………………………………………………………………………………………..………..
4. A: I'm afraid I have to make a complaint. Some clothes have gone missing from my suitcase
You:……………………………………………………………………………………………………………………………………………………………..………..

Apologizing Responding to an apology

1. Please accept my sincere apology. 1. That’s all right
2. I must apologise for…… 2. Forget about it
3. Oh, I am terribly/ awfully sorry... 3. Don’t worry about that
4. I was wrong 4. Never mind
5. sorry, I didn’t mean……….. 5. It doesn’t matter
6. Please, forgive me for...
7. It was not my intention to......I’m terribly sorry.
8. I can’t tell you how sorry I am.