Functions
EXPRESSING
COMPLAINTS
What are complaints?
Complaints are expressions of "displeasure or
annoyance" in response to an action that is seen by
the speaker as unfavorable. Suppose you want to
complain about the pizza you have just ordered
because it's too salty, what are the expressions
needed to express and respond to complaints?
Complaining
Here are expressions you can use when complaining:
I have a complaint to make. ...
Sorry to bother you but...
I'm sorry to say this but...
I'm afraid I've got a complaint about...
I'm afraid there is a slight problem with...
Excuse me but there is a problem about...
I want to complain about...
I'm angry about...
Examples
I have a complaint to make. Your pizza is just too salty.
I'm sorry to say this but your food is inedible.
I'm afraid I've got a complaint about your child. He's too noisy .
I'm afraid there is a slight problem with the service in this hotel.
Excuse me but you are standing on my foot.
I want to complain about the noise you are making.
I'm angry about the way you treat me.
Responding to complaints
Positive response to complaints:
I'm so sorry, but this will never occur / happen again.
I'm sorry, we promise never to make the same mistake again.
I'm really sorry; we'll do our utmost/best not to do the same mistake
again.
Negative response to complaints:
Sorry there is nothing we can do about it.
I'm afraid, there isn't much we can do about it.
We are sorry but the food is just alright.
British ways of compalining
Expressing shocked disagreement
But that's ridiculous! / unfair! / unreasonable!
It's unreasonable / unfair / ridiculous to charge me £10 for checking-in early!
An important request
Can I speak to the manager please?
A negative structure
It's Just / Simply not fair to charge us for the starters!
Making what you say more forceful
Use absolutely with strong adjectives and really
with weaker adjectives and verbs
That's absolutely ridiculous!
That's really unfair
I really think that's unfair
Signalling that you disagree
Well...
In a disagreement, well signals that you understand what
someone is saying or asking you, but you have a different opinion
or something unexpected to say. (If you say right or okay to show
you understand, it can seem like you are agreeing with someone).
Well I don't think it's fair to make us pay extra for the airport
shuttle
Well I have to say that the service was pretty slow, so I don't
really feel like leaving a tip
Well, there was a cockroach in my room and the bathroom door
doesn't lock!
actually...
In a disagreement, 'actually' shows that you have a
different point of view from the person you are
speaking to or something unexpected to say
Well, actually I don't think you should charge us
for the starters
I think you should give us the starters for free,
actually
Persuasive devices
Persuasive language is used for many reasons, for
example, to help to sell products or services, or to
convince people to accept a view or idea.
Politicians often use persuasive techniques to get
their audience to agree with their views on a
particular topic.
Persuasive language is a very powerful tool for
getting what you want.
Here are some types of persuasive techniques and examples of how they can be used:
Technique Examples
Flattery - complimenting your A person of your intelligence
audience. deserves much better than this.
Opinion - a personal viewpoint often In my view, this is the best thing to
presented as if fact. have ever happened.
Hyperbole - exaggerated language It is simply out of this world –
used for effect. stunning!
You are the key to this entire idea
Personal pronouns - ‘I’, ‘you’ and
succeeding - we will be with you all the
‘we’.
way. I can’t thank you enough!
Imperative command -
Get on board and join us!
instructional language.
Safer streets means comfort,
Triples - three points to support an reassurance and peace of mind
argument. for you, your family and your
friends.
Emotive language - vocabulary to There are thousands of animals at
make the audience/reader feel a the mercy of our selfishness and
particular emotion. disregard for kindness.
80% of people agreed that this
Statistics and figures - factual
would change their community for
data used in a persuasive way.
the better.
Rhetorical question - a question
Who doesn’t want success?
which implies its own answer.
Example
Thinking about what an opposing writer may say and
providing a counter argument can be very powerful
and will make your own point appear stronger.
William Wallace led the Scottish rebellion against
Edward I in the fourteenth century. His exploits were
made into the film Braveheart.
In this extract from his speech for freedom, think
about his overall purpose and how is he trying to
convince his audience in a certain way.
I am William Wallace. And I see a whole army of
my countrymen, here in defiance of tyranny! You
have come to fight as free men. And free men you
are! What will you do without freedom? Will you
fight? Yes! Fight and you may die. Run and you will
live at least awhile. And dying in your bed many
years from now, would you be willing to trade all
the days from this day to that for one chance, just
one chance, to come back here as young men and
tell our enemies that they may take our lives but
they will never take our freedom!
Analysis
William uses plenty of personal pronouns (‘I, you, our’) to make
the audience feel as though he is speaking to them on an
individual level.
The repeated use of ‘free’ emphasises the overall topic of his
speech, and the benefit to the people listening. He repeatedly uses
rhetorical questions, one after the other to impact on the audience
- they feel that they must fight to protect their freedom.
The closing sentence is highly emotive; he uses the word ‘freedom’
to leave the overall message with his audience to consider for
themselves.
Speaking polite English
You already know to say “Please”, “Thank you,” and “Excuse me” –
but here are many ways to make your English sound more polite!
Don’t say: I want a hamburger.
Say: I’d like a hamburger.
Or: I’ll have a hamburger, please.
“I want” sounds like a demand, as if you are commanding the other
person to fulfill your desires. “I’d like” is a more polite and diplomatic
phrase. When ordering food and drinks, we often use “I’ll have…”
Don’t say: Send me the report.
Say: Could you send me the report?
To maintain good relationships with coworkers, it’s best
not to use imperatives (starting a sentence directly with
a verb like “Reply to my e-mail,” “Go to the bank,” “Finish
this project.”)
Instead,make requests with the phrases, Could
you…? and Could you please…?
Don’t say: Go away. / Leave me alone.
Say: Could you give me a minute?
Or: Sorry – I’m a bit busy right now.
If a colleague approaches you at a bad time and you want the person to
leave, use the phrases in green. “Could you give me a minute?” is
for when you just need a few moments to finish up what you’re
working on, and then you’ll talk with the colleague.
You can use the other phrase, “Sorry – I’m a bit busy right
now” when you’re in the middle of work that can’t be interrupted.
You can follow up with “Can we talk a little later?” and agree on a
time when you’re both available.
Don’t say: Tell me when you’re available.
Say: Let me know when you’re available.
“Let me know” is a nicer and more indirect way to
say “tell me.” It’s a casual way to ask for some
information. Alternatively, you could simply ask the
question, “When are you available?”
Don’t say: You’re wrong.
Say: I think you might be mistaken.
Or: Actually… (say the correct information)
Or: I’m afraid I disagree.
It’s best to use a more indirect phrase when pointing out someone’s
mistake. “I think you might be mistaken” is a more humble phrase,
allowing for the possibility that you might be wrong about the other
person’s error, too!
The word “Actually…” is used to correct an error and give the correct
information, without specifically saying that the other person was
wrong. Finally, if it’s a matter of opinion, you can use the last
phrase, “I’m afraid I disagree.”
Don’t say: That’s a bad idea.
Say: I’m not so sure that’s a good idea.
Or: I have a few concerns.
Instead of using strong and direct words like “bad,”
it’s more polite to say “I’m not so sure that’s a
good idea.” Another option is to state your specific
objections by pointing them out as “concerns.”
Don’t say: Your work isn’t good.
Say: I’m not quite satisfied with this work.
Or: To be honest, this needs some improvement.
One of the hardest things to do is telling somebody that their
work doesn’t meet the standards or expectations. You can make
it easier for the other person to accept by using the phrases in
green. The phrase “to be honest…” is used when you are
going to state an opinion that other people might not like very
much.
Don’t say: I don’t like the colors in this design.
Say: I’m not too fond of the colors in this design.
Or: I’d prefer to use different colors in this design.
When reviewing work, avoid statements like “I don’t
like…” Instead, you can use a more indirect form like
“I’m not too fond of…” or “I’m not a fan of…” Another
option is to state what you want to see instead: “I’d
prefer…” or “I’d rather…”
