Lesson Thirteen APOLOGIES(I)
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( The following two dialogues tell
us how people make complaints
and how people make apologies. Listen carefully, pay specific
attention to the speakers' tone of voice, and try to figure
out their attitudes.)
Part B: Dialogue
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Dialogue 1
It Wasn't My Fault |
| I. Learning
Points: |
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 Words
and phrases
awfully /5C:fJlI/ 非常，十分
Sharp /FB:p/ 姓
taxi /5tAksI/ 出租车 |
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Useful
expressions
I’m awfully sorry. |
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1)
a. Monday morning.
b. Tuesday morning.
c. Wednesday morning.
d. Thursday morning.
2)a. Three times.
b. Four times
c. Five times.
d. Six times.
3)a. The bus service was very bad.
b. It was raining.
c. She didn’t have a watch.
d. She wasn’t feeling well.
4)a. She was very ill and had to go
and see the doctor.
b. She was kept waiting for a long time at the clinic.
c. She couldn’t get a taxi.
d. The bus was late.
5)a. Mr Sharp was very unhappy because Miss Smith was
always late for work.
b. Miss Smith was unlucky.
c. Miss Smith was always late for work.
d. Miss Smith always had some excuses for not coming on time.
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2. Direction:
 |
Key
|
 |
1)
I’m
awfully sorry
2)
in
the rain
3)
it
was full
4)
by
taxi
5)
waited
for my turn for about two hours |
Tapescript:
Miss Smith Good morning, Mr Sharp.
I’m awfully sorry I’m late.
Mr Sharp You’re late every morning,
Miss Smith. You were late Tuesday, yesterday...
Don’t you have a watch?
Miss Smith Yes, but it wasn’t my mistake.
I stood in the rain for an hour this morning.
I waited and waited for a bus, and then when one
came, it was full.
Mr Sharp How about yesterday
and the day before yesterday? Miss Smith
Well, I came by taxi yesterday and ...
Mr Sharp And you were
still late! And Tuesday?
Miss Smith Tuesday I went to see the
doctor and I waited for my turn for about two
hours. It was terrible!
Mr Sharp And tomorrow,
Miss Smith? |
|
Listen to the dialogue again and fill
in the blanks with what you hear. (10
points) |
1) --- Good morning, Mr Sharp. __________________
I’m late.
2) --- I stood ________________
for an hour this morning.
3) --- I waited and waited for a bus, and then when one came,
________________.
4) --- Well, I came _________________ yesterday and ...
5) --- Tuesday I went to see the doctor and I _________________________________.
It was terrible ! |
Dialogue 2
This Isn't the First Time |
| I. Learning
Points |
Words
and phrases
complaint /kEm5pleInt]/
抱怨，投诉
inconvenient /9InkEn`vi:njEnt/
不方便的，烦扰的
bill /bIl/
帐单
entirely /In5taIElI/
完全地
apologize /E5pRlEdVaIz/
道歉
properly /5prRpElI/
正确地
computer /kEm5pju:tE(r)/
电脑
assure /E5FJE(r);
(?@) E5FJEr/ 使放心 |
Basic
Structures
1) I'm afraid…
2) I'm sorry to say…
3) I find it hard to…
4) Don't you think…?
5) It's about time…
6) I assure you…
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Useful
Expressions
1) I have a complaint to make.
2) Oh, dear.
3) Please take a seat.
4) What's more, …
5) I must apologize. |
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II. Exercises:
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Key
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1.Directions:
Listen
to the dialogue and choose the best answer to each question
you hear. |
1)a. The bill was not clear enough.
b. The bill was sent to a wrong address.
c. Incorrect bills were sent to her now and then.
d. The clerks were rather rude to her.
2)a. The manager was careless.
b. The computer was too old to be used.
c. The new computer was not working properly.
d. The clerks did not know how to use the new computer.
3)a. To fire the rude clerks.
b. To give back the money to the woman.
c. To get a better computer.
d. To get the computer working correctly.
4)a. The customer asked the manager to punish the rude clerks.
b. The computer was a new one.
c. A customer came to complain about incorrect bills.
d. The sales manager was sorry for the incorrect bills sent
to the customer.
5)a. Incorrect bills should not be sent to customers.
b. Some customers complain too much.
c. Computers are less efficient than men.
d. Computers are not always reliable. |
2. Directions:
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Key
|
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1) I have a complaint to make
2)
take a seat
3)
what’s more
4)
five or six times in the last three months
5)
It’s the new computer
Tapescript
Customer: I’m afraid I have a complaint
to make.
Manage: Oh, dear. Please take a seat.
Customer: I’m sorry to say the bill you sent
me was incorrect.
Manager:Incorrect, madam? That’s very strange.
Customer :Yes, I know, and what’s more,
this isn’t the first time. Manager:
Really, madam? I find it hard to believe.
Customer: Look, it’s happened five or
six times in the past three months.
Manager: Ah. Well, I must apologize,
madam. It’s the new computer.
Customer: Well, don’t you think it’s about
time you got it working properly? It’s
most inconvenient.
Manager: I agree entirely. I’m awfully
sorry about it. I assure you it
won’t happen again.
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|
Listen to the dialogue again and supply
the missing information.(10 points) |
1) I’m afraid _______________________________________________.
2) Oh, dear. Please ______________________________________________.
3) Yes, I know, and ____________________________, this isn’t
the first time.
4) Look, it’s happened ___________________________________________.
5)Ah. Well, I must apologize, madam. ________________________________. |
