Unit 4 communication Apologising and instructing Making Apologies Sorry! I m (so/really/terribly) sorry! Excuse me for I (sincerely/do) apologise for Please accept my apologies! It s my fault. I m afraid Accepting Apologies Asking For Instructions How can I help you? What can I do for you today? How would you like ? What would you like? What would you like me to ? Shall I ? 11 4.3 That s ok / All right / Fine! No problem! Never mind! Don t worry! No worries. Forget about it! It s no big deal. Giving Instructions I only want I need Can/Could you , please? I d like (to have/get) I would like (to have/get) Please, (imperative) 1. What time is Mrs Grant s appointment? 2. Why is she late? 3. What time is the new appointment? Dialogue 2 4. 5. 6. 7. 8. 9. What is the name of the salon? What s Miss Parker s appointment for? Who s her appointment with? Why isn t David available today? How long is Steve going to be delayed? What does the receptionist offer Miss Parker? 10. Does Miss Parker like coffee with sugar? Dialogue 3 44 All right! That s fine! Let s get it done then! Ok, here we go! Now, let s Sure! No problem! Is it ok now? Please, do. Listen to the dialogues and answer the questions. Also, take note of the various expressions used for apologising and accepting apologies. Dialogue 1 11. 12. 13. 14. Understanding Instructions What treatment is Mrs Johnson having? Is the water temperature ok? What part of clothing is wet? What does the hairdresser suggest to Mrs Johnson?