1. С правой стороны есть ССЫЛКА на УЧЕБНИК . Из этого учебника pp8-12
2. Learn the phrases concerning a letter of complain
2. Learn the phrases concerning a letter of complain
Лист на ЗНО з англійської мови –
формальний стиль (привітання):
Починати лист слід із привітання.
Форма привітання буде залежати від людини, до якої ви звертаєтесь. Якщо писати
листа чоловікові, слід розпочинати лист так: Dear Sir,
- лист до заміжньої жінки – Dear
Madam/Mrs,
- лист до незаміжньої жінки –
Dear Miss.
Якщо ви не знаєте сімейного
статусу людини, або ж просто не хочете акцентувати на цьому увагу, слід
скористатися звертанням – Dear Ms.
Після цих звернень можна вживати
ім’я людини: Sir/Mrs/Ms/Madam Taylor.
Якщо ж вам невідома стать людини,
скористайтесь звертанням: dear Sir or Madam.
Наступна частина листа на
ЗНО з англійської мови – причина написання листа. В даній статті ми розглянемо лист-скаргу і фрази, які допоможуть скласти лист такого типу.
Лист-скарга повинен бути написаний у формальному стилі, тому всі
фрази-звертання, які ми розглянули вище, можуть бути використані для написання
такого листа.
В частині листа-скарги
можливо використовувати наступні фрази:
I’m writing with regard to ….. – я пишу з приводу ….
I’m writing in response to … - я пишу у відповідь на …..
I’m writing in order to complain about …. – я пишу, щоб поскаржитися на ….
Наступна частина листа-скарги,
який потрібно написати на ЗНО з англійської мови – це роз’яснення суті скарги.
В даній частині можна використовувати наступні фрази:
First of all/In the first place …
- перш за все …
The first problem is …. – перша проблема …
My first complain is … – моя перша скарга …
The first thing I would like to draw your
attention to is …. – перше, до чого я
б хотів(-ла) привернути вашу увагу …
Після цього в листі на ЗНО з
англійської мови слід перейти до інших скарг (якщо вони є):
Not only … but also ….. – не лише …, а й …
In addition to this …- плюс до
всього …
The attitude was also unacceptable … - відношення було також неприйнятним
В наступній частині листа-скарги
на ЗНО з англійської мови слід висловити ваші побажання (які дії необхідно
прийняти, щоб задовольнити вашу скаргу):
I suggest that you replace the …. – я сподіваюсь, ви
заміните …
I would be grateful if you could give me a
refund – була б вдячна, якщо б ви повернули мені гроші.
Закінчувати лист-скаргу на ЗНО з
англійської мови слід наступним чином:
I look forward to hearing from you – з нетерпінням чекаю вашої відповіді
I look forward to receiving your explanation – з нетерпінням чекаю вашої відповіді, вашого пояснення
I look forward to receiving a full refund – з нетерпінням чекаю повернення коштів
Після цього в листі на ЗНО з
англійської мови вживаємо такі виразі як:
Yours faithfully/sincerely, Alex Felton – щиро Ваш, Апекс Фелтон (наприклад).
Formal Letter
of Complaint
Points to consider
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Language
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Grammar
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Formal
Formal linking words, no use of short forms
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Present Simple, Present Continuous, Past
Simple, Future Simple, Present Perfect, Conditional 2, Infinitive or Gerund
|
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Part
|
Purpose
|
Useful expressions
|
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First line
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Greeting
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Dear Sir/Madam,
|
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First main paragraph
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Reasons for writing letter
|
I am writing to
complain about…, which I visited last…
I am writing to express my strong
dissatisfaction with…
I would like to draw your attention to…
I want to express my strong dissatisfaction
with…
|
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|
Second main paragraph
|
First complaint
|
Firstly, I had to…
We expected…, but…
|
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|
Third main paragraph
|
Second complaint
|
I also found out
that…
Furthermore
To make matters worse…
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Fourth main paragraph
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Third complaint
|
Finally,
On top of everything…
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Fifth main paragraph
|
Suggestion(s)
|
I am very
disappointed, and expect you to take some action immediately.
I hope this matter will receive your
immediate and close attention.
I would trust you will give the matter
serious consideration.
I would strongly suggest that you…
|
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Closing expressions (1)
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Final remarks
|
I look forward to
hearing from you soon
|
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Closing expressions (2)
|
Express respect
|
Yours faithfully,
|
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Final line
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Say who you are (first name and surname)
|
|
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Complaints about
|
Food
|
Things/Goods
|
Hotels/Rooms
|
Treatment
|
|
overdone/
underdone
salty/unsalted,
cold, sour, bitter,
tough, tasteless, uneatable, stale bread, it smells bad, badly cooked,
overcooked
|
zip broken, button
missing, sweater shrunk, lining torn
It did no work/ was
out of work/ does not work properly/ The mechanism is stuck/ It was not up to
standard
|
noisy, dirty, damp,
uncomfortable,/ The bed was hard/ The room was not cleaned at all/ The rooms
were not up to standard/ There were cracks everywhere
|
rude/rudeness,
hot-tempered, unfriendly,
irresponsible,
irritable, indifferent, impolite, lazy, slow-minded, tactless, sloppy, wicked
|
Sample Letter of
Complaint 1
Dear Sir/ Madam,
I am writing to complain about your
restaurant, ‘Ocean Delicacies’ where together with my friends we celebrated my
birthday party on March 5th. Unfortunately the holiday was spoilt.
Firstly, the service was very slow and
inefficient. We had to wait for half an hour before the waiter came to our
table and we could get the menu. Then we had to wait for another twenty minutes
before we could order.
Furthermore, your staff was impolite and not
helpful. I asked the waiter about ingredients in a dish and the way it is
cooked, but could get no answer. The waiter told it was none of his business,
which was rude of him.
To make matters worse, the food in your
restaurant turned too expensive. We paid $15 each only for green salad with a
couple of pieces of tomatoes and some greens. The main course was not good
either. The meat was overcooked and dry and didn’t worth the money paid.
I would strongly suggest that you have a
serious conversation with your staff to make sure other visitors do not get
similar treatment.
I look forward to hearing from you soon.
Yours faithfully,
Denis Belov
Sample Letter of Complaint 2
Dear Sir or Madam:
I have recently ordered a
new pair of soccer cleats (item #6542951) from your website on June 21. I
received the order on June 26. Unfortunately, when I opened it I saw that the
cleats were used. The cleats had dirt all over them
and there was a small tear in front of the part where the left toe would go. My
order number is AF26168156.
To resolve the problem, I
would like you to credit my account for the amount charged for my cleats. I have already gone
out and bought a new pair of cleats at my local sporting goods store so sending
another would result for me having two pairs of the same cleats.
Thank you for taking the time to read this letter. I
have been a satisfied customer of your company for many years and this is the
first time I have encountered a problem. If you need to contact me, you can
reach me at (555) 555-5555.
b) Writing formal letters to complain:
Reason for writing:
I am writing in order to complain about
I am writing to complain about
Introducing the complaint:
Firstly
In the first place
First of all
My first complaint is
The first problem is
The first thing I would like to draw your
attention to is
My first concern is
Introducing further complaints:
Secondly
In the second place
Not only …….but also
In addition
In addition to this
Added to this
…….was also unacceptable
Demanding action:
I suggest that you replace the item
I therefore suggest that I be given a full
refund
I would be grateful if my money was refunded
I would be grateful if you could give me a full
refund
Ending the letter:
I look forward to hearing from you
I look forward to receiving a full refund
I look forward to receiving a replacement
I look forward to receiving your explanation
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