Dealing with Problems and Complaints

Updated Jan 5, 2023

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ESL Lesson Handouts - Dealing-with-problems-and-complaints

Overview

BusinessWork

Students review formal phrases and expressions used in business to respond to complaints. Students consider a variety of problems and how to politely apologize and offer solutions.

Phrases introduced in this Handout
I am terribly sorry for, I am very sorry for, I am sorry to hear this, My apologies for, I apologize for, Please accept our deepest apologies.

Level

Intermediate: B1Upper-Intermediate: B2

Included

3 student pagesTeaching notes

Teaching time 120 mins

Language functions

ExplainingGiving advice or recommendations

Activities

Gap fillReadingRole-playWriting

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