ACTIVITY 1.

In pairs match the situations with the most appropriate answers (look at the context):

1. You kept someone who is phoning you on hold for a long time

2. You have arrived late at a restaurant

3. You have spilt someone’s drink

4. A customer has just shown you a dirty spoon.

5. You have to tell someone their flight has been cancelled

6. You didn’t hear someone

7. Your wife has found out about your girlfriend

8. You are telling someone they are losing their job.

9. You behaved badly when you were drunk last night.

10. Someone enters while you are on the pone

A. “I’m terribly sorry. Let me buy you another one.”

B. “I’m sorry, but this isn’t what I ordered.”

C. “Pardon me!”

D. “I regret to inform you that there has been a problem.”

E. “There is no excuse for my actions.”

F. “Sorry, I’ll just be a minute.”

G. “Sorry. I think I’ve caught a cold.”

H. “I’m afraid that isn’t allowed here.”

I. “Sorry to bother you again, but there’s one more thing I don’t understand”

J. “Sorry I’m late. Have you been waiting long?”