номер 7, страница 93 - гдз по английскому языку 5-11 класс учебник Latham-Koenig, Oxenden

7 WRITING

p.128 Writing A formal email Analyse a formal email to a restaurant, and write a formal email.

Writing A formal email

KEY SUCCESS FACTORS

summarizing the issue clearly

using formal language and maintaining an appropriate tone

being clear about what you want to happen

ANALYSING A MODEL TEXT

a

Have you ever had a very bad experience at a restaurant or a hotel? What happened? Did you make a complaint, either in person or in writing? What response did you get?

b

Read the formal email. What exactly are the complaints?

c

With a partner, discuss which phrase, a or b, is better for each gap and why.

1

a I'm sorry to say

b I am afraid to say

2

a did not live up to our expectations

b was a complete disaster

3

a were requested to

b were told we had to

4

a thought was OK

b considered reasonable

5

a fed up

b dissatisfied

6

a that is to say

b I mean

7

a we had been charged

b you had charged us

8

a they can eat their food

b their meal can easily be completed

9

a we are owed an apology

b you ought to say sorry

10

a some form of compensation

b a lot of money back

From: a.knight10798@gmail.com

To: manager@fiorellis.co.uk

Subject: Complaint

Dear Sir or Madam,

1 I am writing to complain about the meal which my husband and I had on Thursday 16th March at Fiorelli's in Regent Street. 1 that the dinner 2 .

2 First of all, according to our online reservation, the table was booked for 7.00 and we 3 leave the table by 9.00, which we 4 . However, the service was extremely slow, and at 8.45, we had only just been brought our dessert. At this point, the waiter not only brought us the bill, but also asked us to hurry, as he would need the table back very soon. This left us feeling extremely 5 .

3 Secondly, when we were ordering our meal, the waiter recommended several dishes from the daily 'specials' board and we both chose tagliatelli al tartufo. We assumed that the price of this item would be in line with those on the menu, 6 , between £10 and £15. However, when the waiter brought the bill, we discovered that 7 a total of £50, making it more than twice as expensive. When we complained to the waiter, he said that we should have asked the price when we ordered; however, in my opinion, the waiter himself should have pointed out that this dish was considerably more expensive than the other choices.

4 I feel strongly that if customers are given a table which has a time limit, the service should be efficient enough to ensure that 8 within that time. I also think that, while it is understandable that some of the daily 'specials' may be more expensive because of the ingredients used, this should always be made clear from the start.

5 Under the circumstances, I believe that 9 and that I should receive 10 . I look forward to hearing your views on this matter.

Yours faithfully,

Andrew Knight

USEFUL LANGUAGE

d

Can you remember how the writer expressed the following in a more formal way? Look at the model email again to check your answers.

1 In this email I want to complain...

2 ...it said on our online booking...

3 ...the waiter gave us the bill and asked us to hurry...

4 I really think that if customers are given a table...

5 Considering what happened...

6 I'd like to know what you think about this.

PLANNING WHAT TO WRITE

a

Read a message Hannah sent to a friend. What problems did she have at the Westfield Hotel?

Hannah Jones

Just got back from Brighton. That's the last time we stay at the Westfield Hotel! We stayed there a couple of years ago and had a good time, so I booked again for a week in July. The website described it just as I remembered and said you could have bar food in the evening - you know what a pain it is to have to go out with the kids - so I just went ahead and booked. Anyway, when we turned up, we were gobsmacked! The kitchen and bar area were being done up and they said that in fact they were now a B&B and didn't do any food except for breakfast. It was too late to find anywhere else, so we decided to stay, but it was a nightmare. The builders started making a noise at 7.30 in the morning, the breakfast was rubbish - just cold food because the kitchen wasn't up and running - and we had to buy drinks and sandwiches and take them back to our room in the evening for dinner. I tried to complain, but somehow the manager was never there, only reception staff who weren't really responsible and obviously felt sorry for us. So I'm going to email the manager, and if I don't hear anything, I'm definitely going to put something on Twitter...

2 hours ago W

b

You're going to write Hannah's email to the manager of the Westfield Hotel. With a partner:

underline the relevant information in the message.

summarize exactly what you are dissatisfied with.

discuss what it would be reasonable for the hotel to do to compensate you for the inconvenience.

invent any other details you think might be important to include in the email, for example, the exact dates of your stay, the room number, etc.

TIPS for writing an email / letter of complaint:

Make a note of all the relevant details you want to include before you start drafting your complaint.

Decide what action you want the person you are writing to to take.

Use appropriate expressions for opening and closing the email or letter.

Use a formal style and be clear and assertive, but not aggressive.

Use the passive, e.g. we were told, we are owed an apology, etc. to make it more impersonal, or to make it clear that you are not accusing individuals.

Use a variety of expressions for generalizing and making suggestions.

WRITING

Write a formal email of complaint of between 220 and 260 words based on Hannah's experience.

DRAFT your email.

Introduction: Explain why you are writing.

Main paragraphs: Say what the complaint relates to and give the details politely.

Summary paragraph: Restate your complaints briefly.

Closing sentences: Ask for some action from the hotel.

EDIT the email, checking paragraphing, cutting any irrelevant information, and making sure it's the right length.

CHECK the email for mistakes in grammar, spelling, punctuation, and register.

a. Был ли у вас когда-нибудь очень плохой опыт в ресторане или отеле? Что случилось? Вы подавали жалобу, лично или письменно? Какой ответ вы получили?

Ответ: Yes, I have. Once my family and I went to a seaside hotel for a holiday, but our room was very dirty and the air conditioner was broken. We complained at the reception. They apologized and moved us to a much better, clean room with a sea view.
Да, был. Однажды мы с семьей поехали в отель на море, но наш номер был очень грязным, а кондиционер был сломан. Мы пожаловались на ресепшене. Они извинились и переселили нас в другой, гораздо лучший и чистый номер с видом на море.

b. Прочитайте официальное электронное письмо. В чем именно заключаются жалобы?

Ответ: The complaints are about two main issues. First, the service was extremely slow, and the diners were rushed to leave their table, which was booked for a specific time slot, before they could even finish their dessert. Second, they were overcharged for a dish from the 'specials' board, which cost £50, significantly more than other menu items, and they were not informed of the high price when ordering.
Жалобы касаются двух основных проблем. Во-первых, обслуживание было чрезвычайно медленным, и посетителей торопили покинуть столик, забронированный на определенное время, еще до того, как они успели закончить десерт. Во-вторых, с них взяли завышенную плату за блюдо из раздела "спецпредложения", которое стоило 50 фунтов, что значительно дороже других позиций в меню, и их не проинформировали о высокой цене при заказе.

c. Обсудите с партнером, какая фраза, а или б, лучше подходит для каждого пропуска и почему.

Ответ: The more formal and appropriate phrases for the gaps are:
Более формальные и подходящие фразы для пропусков:

d. Можете ли вы вспомнить, как автор выразил следующее в более официальной манере? Посмотрите на образец электронного письма еще раз, чтобы проверить свои ответы.

Ответ:

a. Прочитайте сообщение, которое Ханна отправила другу. Какие проблемы у нее возникли в отеле "Вестфилд"?

Ответ: Hannah faced several problems at the Westfield Hotel:
Ханна столкнулась с несколькими проблемами в отеле "Вестфилд":

1. The hotel was undergoing renovations (the kitchen and bar area were being "done up").
В отеле шел ремонт (кухня и бар были "на ремонте").

2. It was falsely advertised. It operated as a Bed & Breakfast, not a full hotel, and didn't serve evening meals as she expected.
Информация об отеле была ложной. Он работал как отель типа "постель и завтрак", а не как полноценный отель, и там не подавали ужин, как она ожидала.

3. There was loud construction noise starting at 7:30 in the morning.
С 7:30 утра был слышен громкий шум от строительных работ.

4. The breakfast was of poor quality ("rubbish"), consisting only of cold food because the kitchen wasn't fully operational.
Завтрак был плохого качества ("отвратительный"), состоял только из холодных блюд, так как кухня не работала в полную силу.

5. She had to buy her own food and drinks for dinner and eat in the room.
Ей приходилось покупать еду и напитки на ужин и есть в номере.

6. The manager was never available to handle her complaint.
Менеджер никогда не был на месте, чтобы принять ее жалобу.