3. Skills: Handling difficult situations, pg. 43
Saying “no“ politely Apologising Showing sympathy
Ending a conversation Raising a problem
It’s very kind/nice of
you but,...
I’m very sorry, but...
I’m affraid I can’t
remember...
I’m sorry, I really can’t.
I must apologise...
I’m terribly sorry.
How clumsy of me.
I’m so sorry.
I’m really sorry.
I quite understand...
I know how you feel...
I’m terribly sorry to hear that.
Yeah, I know what you mean.
Sorry, I really must be off...
Please excuse me, I really
have to leave.
I’m sorry, but...
Could I have a quick word with you?
I need to talk to you about something.
Excuse me. I’m affraid...
4. Writing: e-mail
You are a Marketing Manager of Crawford plc. an Amsterdam-based consulting agency.
You are currently on a business trip in New York. You are staying in a hotel that your
company is paying for. Unfortunately, it is not very comfortable, the service is poor
and the location of the hotel is very inconvenient.
Write an e-mail to your company’s Development Coordiantor, John Dryer, in which
you:
raise this problem
apologise for the inconvenience and
ask to be relocated in a different hotel on a more appropriate location, closer to
the headquarters of the company you are visiting
apologise once again ending the e-mail in a positive tone
Use the appropriate phrases for handling difficult situations
