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Practice room 17 · Going further

Difficult conversations: disagreeing, complaining, saying no

Disagreeing, complaining and saying no, without damaging the relationship.

  • About 10 minutes
  • Chapter 17 of the book
  • Saves on this device
Activity 1 of 3 · Order

The softener ladder

Put these from most direct (top) to softest (bottom).

Softener ladder

Each line asks the same thing: turn the music down.

✓ Done

Activity 2 of 3 · Build

The say-no builder

A kind no has three parts: something positive, the no with a short reason, and an alternative.

Say-no builder

Choose what you're saying no to.

✓ Done

Say it

Phrase box

Useful phrases from this chapter. Anything that isn't British English is labelled.

Softeners

  • I'm afraid…
  • I'm not sure…
  • Would it be possible to…?

Saying no

  • I'd love to, but…
  • I'm going to have to say no this time.
  • Can I let you know?

Complaining

  • Sorry to be a pain, but…
  • I think there might be a mistake.
  • Would you mind having a look?
Activity 3 of 3 · Play

Complaining in a restaurant

Your meal arrives cold. Complain politely and get it sorted.

Restaurant complaint

Polite and clear wins.

✓ Done

3 activities to go

Finish all 3 activities to complete this practice room. Your progress saves on this device.

Your answers and progress stay on this device. Nothing is sent anywhere.