General English Level 6 Version 2.1 © 2004 acl Pty Ltd GELEV6 Unit 05 Topic 01.doc I really must complain about the service I received yesterday. Look, I've rung to complain about the service I received yesterday. When we complain, it is important to be polite. This way you are more likely to get the help you need. Roger is complaining politely, but also assertively. Being assertive means you are self-assured and confident, but not rude. This tells the listener you will not go away and that he/she needs to listen to and deal with your problem. The tone of your voice is important when you make a complaint. It can mean the difference between being assertive (strong but calm and polite) and being rude or abusive. If you are rude or abusive, you may not get the result you are looking for when you complain. Examples 1. Read the examples. 2. Listen to your recording. 3. Example (a) shows assertive language. Example (b) shows rude and aggressive language. 4. Practise saying the assertive examples, (a). a) I really must insist on speaking to the manager. b) I want to speak to the manager NOW! a) I'm sorry but I've been waiting for over ten minutes. b) I've been waiting for over ten minutes. It's not good enough! a) I'm afraid there were a few things missing in the order you sent us. b) There are things missing from our order. When will we get them? a) Look, we've been waiting for 2 days for your serviceman to come. b) We've been waiting for 2 days for your serviceman to come and we're fed up! SEQUENCING Complaints 1. Read the words. 2. Put them in the correct order. The first word is in the correct place. 1. I time. insist arrive must on really you work that at ___________________________________________________ 2. I’m not bought yesterday working. sorry this but watch it’s I and ___________________________________________________ 3. I’m for we’ve our order. been for afraid month waiting over a _____________________________________________________ 4. Look, isn’t inconvenient. our it’s working and phone very _____________________________________________________ 5. I’m charged for I sorry much book. This too been but I’ve think _____________________________________________________ 141