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❖ Unit 6 ❖ Culture ❖ Functions ❖

Defining, Apologising & Complaining

Three useful conversation functions for any social situation. Each comes with set phrases that are common in National Exam exercises.

1

Defining

To define or explain a word/concept:

Examples

"Culture refers to the beliefs and traditions of a particular group of people."

"Anthropology is the study of people, their societies and cultures."

"Brain drain means the emigration of educated and skilled people."

2

Apologising

To say sorry or express regret:

3

Complaining

To politely express dissatisfaction:

4

Practice 1 — Complete the dialogues

Use the function indicated
  1. Friend: "You promised to call me yesterday but you didn't." → You (apologise): "I'm terribly sorry for not calling you yesterday. I had a family emergency and totally forgot. Please accept my apologies."
  2. Neighbour: "Your music is too loud." → You (apologise): "Oh, I'm really sorry for the noise! I didn't realise it was that loud. I'll turn it down right away."
  3. Teacher: "You forgot your textbook." → You (apologise): "I'm so sorry, sir. I left it on my desk by mistake. It won't happen again."
  4. Team-mate doesn't cooperate. → You (complain): "Sorry to say this, but I'm not satisfied with your contribution. We have a deadline and the group is counting on you to do your part."
  5. You find a fly in your plate at a restaurant. → You (complain): "Excuse me, I have a complaint to make. There's a fly in my plate. This is really unacceptable — could you please bring me another dish?"
5

Practice 2 — Match sentence to function

Defining · Apologising · Complaining
  1. "I'm terribly sorry for coming late," a student told his teacher. → Apologising
  2. Values can be defined as principles of good behaviour. → Defining
  3. Sorry to say this, but you're making too much noise. → Complaining
  4. I can't tell you how sorry I am. I forgot your book at home. → Apologising
  5. Anthropology is the study of people, their societies and cultures. → Defining
  6. Brain drain means the emigration of educated and skilled people. → Defining
  7. "I'm sorry, I've given you the wrong change," the shop assistant said. → Apologising
  8. Sorry to bother you, but your dog was barking all night and I couldn't sleep. → Complaining
  9. Culture refers to the beliefs and traditions of a particular group of people. → Defining
  10. I'm not satisfied with the way you talked to me yesterday. → Complaining

❖ Key Takeaways ❖

① Each function has signal words

Defining: "means", "refers to", "is defined as". Apologising: "sorry", "apologise". Complaining: "not satisfied", "complaint".

② Politeness comes first

Apologising or complaining always starts with a polite opener: "I'm sorry, but…" / "Excuse me, but…".

③ Give a reason

A good apology adds a reason. A good complaint says what is wrong AND what you want.

❖ Exam tip

The exam often gives a situation and asks you to react with the right function. Always start polite, then say what you want.

❖ Unit 6 — Culture — Functions ❖