Модуль 5. Speaking B1: диалоги, мнение и решение задач · урок 25
Lesson 25. Problem solving and complaints
Объяснение темы
Ты научишься объяснять проблему спокойно и понятно, просить помощи, предлагать решение и писать простую жалобу на уровне B1.
Структура вежливой жалобы: проблема → детали → просьба → завершение.Структура жалобы- Start politely: Excuse me, I’m afraid there is a problem.
- Explain the problem: The room is too noisy.
- Give details: I booked a quiet room for two nights.
- Ask for a solution: Could you move me to another room?
- Close politely: Thank you for your help.
| Function | Phrases |
|---|---|
| Problem | There is a problem with... / It does not work. / It arrived damaged. |
| Request | Could you help me? / Could you check it? / Could you replace it? |
| Apology | I’m sorry about that. / Sorry for the inconvenience. |
| Solution | We can offer... / I can send... / Would you like...? |
| Firm request | I would like a refund. / I would like to change my room. |
Шкала тона: от слишком грубо к вежливо и уверенно.Важно
В жалобе нельзя быть слишком грубым, но и слишком слабым тоже не нужно. Хороший тон: polite but clear.
Формула B1 complaint email
I am writing about... + problem + details + request + polite closing.
Practice upgrade: жалоба без агрессии
Хорошая complaint на B1 состоит из четырёх частей: problem + detail + request + polite close.
Шаблон вежливой жалобы или обращения в поддержку.Типичная ошибка
Фраза You must fix it now! звучит агрессивно. Лучше: Could you please check it and let me know what can be done?
Примеры
Example 1. Hotel problem
Excuse me, I’m afraid there is a problem with my room. The air conditioner does not work, and it is very hot. Could you send someone to check it, please?
Example 2. Shopping complaint
I bought these headphones yesterday, but they do not work. I would like to replace them or get a refund.
Example 3. Offering a solution
I’m sorry about that. We can offer you another room on the third floor, or we can send a technician in ten minutes.
Common mistake
You gave me bad room. Change now.
Better: I’m afraid there is a problem with my room. Could you move me to another room, please?
Example: polite complaint
Problem: The order is wrong.
B1 message: Hello, there is a problem with my order. I ordered a black bag, but I received a brown one. Could you please tell me how I can exchange it? Thank you.
Проверка темы
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