COMPLANING AND GIVING INSTRUCTION

Complaining 

• To express feelings of pain, dissatisfaction, or resentment.
• To make a formal accusation or bring a formal charge.
  A complaint is…
  Complaints are expressions of "displeasure or annoyance" in response to an action that is seen by the speaker as unfavorable.
  
  
  Making a complaint:
• I do wish you could….
• Excuse me, I’m afraid… 
• I wish you wouldn’t mind…
• Would you mind (doing)….?
• Well, it is good for you to….
• (Honestly!) I’m fed up with …
• I wonder if you could help me…..
• I’m sorry to have to say this, but….
• Look, I’m sorry to trouble you, but…. 
• (Well,) this is the most unsatisfactory.
• Wouldn’t it be a good idea to/ not to….
• I’ve got a bit of a problem here, you see…… 
• Excuse me, there appears to be something wrong…
• Excuse me, there seems to be something wrong with… 

Responding a complaint:

Positive response to complaints:

• Oh, I’m sorry about that. 
• I can’t tell you how sorry I am.
• I wish it never happened. 
• Oh dear, I’m really sorry. 
• I’m so sorry, I didn’t realize.
• I just don’t know what to say.
• I'm so sorry, but this will never occur / happen again.
• I'm sorry, we promise never to do 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.

Delaying a complaint:

• I suggest you leave it with us and we’ll see what can be done.
• I suggest you leave it with us and we’ll see what we can do.
• I’m afraid the manager/boss isn’t in at the moment. Could you call later?
• I’m afraid we can’t help you at the moment. Could you leave your contact phone number and address? We will contact you soon. 

Rejecting a complaint:

• Well, I’m afraid there is nothing we can do about it actually. 
• Well, I’m afraid there isn’t much we can do about it.  
  
  
  Giving instruction is an expression for give or ask somebody to do something that we want.
  •         The tense used in giving instruction is simple present.
  •         Giving instruction is releveance with procedure text
      Giving instruction are:
  

  1. Command
  

  •      Verb (+ O).
   e.g:Watch out, come here, etc.

  •      Please + V (+ O).

                        e.g:Please clean your room.

  •      V (+ O) + Please.

                         e.g:Wash this towel, please.

  2. Prohibition
  

  •      Don’t + V (+ O).
  e.g:Don’t close it!

  •      Don’t + V (+ O) + Please.
  e.g:Don’t be noise,please.

  •      Would you mind not + V-ing (+ O).
  e.g:Would you mind not reading my book.

  
  

      Kinds of giving instruction:

  1.      . Verb 1, e.g:

  •         Wash your hand.
  •         Sit down.

       2. Be + adjective, e.g:
  

  •         Be your self.
  •         Be a good student.
  •         Be happy.    

       3. Infinitive without to

  •         Close the door!
  •         Open the window!
  •         Turn off the computer!
  •         Move the chair!

       4. Don’t + V-infinitive, e.g:
  

  •          Don’t armb!
  •          Don’t disturb!
  •          Don’t touch!
  •          Don’t kill him.
  •          Don’t cry.

       5. No + V-ing, e.g:

  •          No smooking!
  •          No swimming!
  •          No parking!
  •          No catching !
  •          No diving !

  Asking for Instructions:

  •          How do you (do this)?
  •         What is the best way to . . . ?
  •          How do I go about it?
  •         What do you suggest?
  •         How do you suggest I proceed?
  •         What is the first step?

  Giving Instructions Sequencing:

  •         First, (you) . . .
  •         Then, (you) . . .
  •         Next, (you) . . .
  •         Lastly, (you) . . .

  Starting out:

  •         Before you begin, (you should . . .)
  •         The first thing you do is . . . .
  •          I would start by . . .
  •          The best place to begin is . . .
  •          To begin with,

  Continuing:

  •         After that,
  •         The next step is to . . .
  •         The next thing you do is . . .
  •         Once you've done that, then . . .
  •         When you finish that, then . . .

  Finishing:

  •         The last step is . . .
  •         The last thing you do is . . .
  •          In the end,
  •          When you've finished,
  •          When you've completed all the steps