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[C] Apologies and Explanations

LET'S LEARN! 📚

FIVE POINTS TO REMEMBER IN MAKING AN APOLOGY

23-BE-APOLOGIES AND EXPLANATIONS

LET'S READ! 📖

FORMAL APOLOGY LETTER

FORMAL APOLOGY LETTER

QUESTIONS

1. What is the reason for James Green writing the letter to Ms. Smith?

2. What were the reasons provided by James Green for the poor customer service experience?

3. What actions is the company taking to rectify the situation and prevent issues in the future?

LET'S PRACTICE! 📝

👂🏻 Listening Exercise

Direction: Listen to the audio in each item and answer the questions that follow.



  1. What is the man apologizing for?

  2. According to the man, what is the cause of the error in the invoice?

  3. What steps are being taken to rectify the situation?

🗣 Speaking Exercise

Direction: Imagine that you are in the situation below and make an apology. Make sure to include the five important points that you learned.


You are responsible for creating a presentation for an important client meeting. However, you overlooked some critical client-specific data and included incorrect figures in the presentation. This led to a less than satisfactory client meeting. Now, you have to make an apology to your manager about the incident.