Communication 

: Making and responding to complaints

I. Read the following dialogues and notice the difference between them

Client : Excuse me, I have a complaint to make. Neighboor 1: Sorry to say this, but your dog
The soup that I ordered is cold, I really can’t keeps barking all night and this makes it hard
eat it like this. for me to sleep.

Waiter: Oh! I’m awfully sorry sir, I will make Neighboor 2: Well, I’m afraid there is nothing I
sure to heat it right away. can do about it. I can’t give the dog away.

II. Fill in the chart with expressions from the dialogues then add more to the table

Gdggg Making a complaint Accepting a complaint Rejecting a complaint

…- …………………………………- ……………………………… …- ………………………………

…- …………………………………- ……………………………… …- ………………………………

…- …………………………………- ……………………………… …- ………………………………

…- …………………………………- ……………………………… …- ………………………………

…- …………………………………- ……………………………… …- ………………………………

III. Complete the exchanges with expressions from the chart.

1) Student: ……………………………………………, but we need a cafeteria in our school.
Headmaster:… ……………………………………………………………………………………………………………………………
2) Client: ……………………………………………………………… The Cd player that I bought from your shop isn’t working.
Shop-owner: … …………………………………………………………………………………………………………………………………
3) Teacher: …………………………………………………. You always come late and disturb your classmates.
Student: …………………………………………………………………………………………………………………………………………

IV. In Pairs, choose one of the following situations and write a dialogue about it, then
share it with the whole class. (Make a complaint and respond to it)
1. You were served a pizza, in which you have found a cockroach.
2. Your friend has broken your IPad.
3. Your sister has damaged your caftan.
4. Your want to watch the champions’ league final and your sister is making noise.