Unit 4 communication Apologising and instructing Making apologies Accepting apologies Sorry! I m (so/really/terribly) sorry! Excuse me for I (sincerely) apologise for Please accept my apologies! It s my fault. I m afraid That s ok/all right! No problem! Never mind! Don t worry! No worries. Forget about it! Asking for instructions Giving instructions Understanding 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 ? 16 4.3 I only want I need Can/Could you , please? I d like (to have/to get) I would like (to have/to get) Please, (imperative) Will you ? Do you mind (doing) ? Listen to the dialogues and answer these questions. Also, write down the various expressions used for apologising and accepting apologies. Dialogue 1 1. What time is Mrs Jenkin s appointment? 2. Why is she late? 3. How long does she think she ll delay? Dialogue 2 4. What s Miss Fisher s appointment for? 5. Who s her appointment with? 6. What s the name of the salon? 7. Why isn t Sarah immediately available? 8. How long is she going to delay? 17 9. What does the receptionist offer Miss Fisher? 10. Does Miss Fisher like coffee? Dialogue 3 11. Why is Miss Fisher unhappy about her facial? 12. What normal reactions can happen after some treatments? 13. What may have caused the reaction? 14. What can she do to get Miss Fisher s skin back to normal? 15. How long has the treatment lasted? Following the guidelines, play a dialogue between a beautician and a client. B: Ask your client to come with you to the cabin. C: Say it s ok. B: Ask your client to remove her coat. C: Ask where you can hang it. B: Ask if she wants you to hang it. C: Agree and thank. B: Ask your client to remove her shoes. C: Ask if you can leave them under the couch. B: Say that s ok. Ask your client to remove her necklace. 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? C: Ask where you can put it. B: Tell her she can place it in the bowl on the trolley. Ask your client to switch off her cellphone not to be disturbed and to lie down on the couch. C: Say you will put your cellphone in silent mode. B: Ask your client if she is comfortable. C: Say you are nice and warm. B: Ask if she likes you to play some relaxing music. C: Agree with pleasure.