Английский язык. Иваненко Т.И. - 144 стр.

    Middle manager – управляющий среднего звена
    Inefficient – неспособный, неумелый, негодный
    Recruitment procedure – процедура найма (персонала)

    When we have to accept responsibility for a complaint or
problem the usual formula is:
    a) apologize
       This means saying you are sorry. Keep it brief!
    b) explain
       This means giving a reason for the difficulty.
    c) offer
       This means offering a solution or alternative

     EXERCISE 1. Accepting responsibility
     Look at the phrases below. Are they apologies, explanations
or offers?
     We will refund your money immediately. ________________
     We’re very sorry. ___________________________________
     We’re having trouble with our suppliers. ________________
     Please accept our apologies. __________________________
     This is due to a clerical error.__________________________
     I’m terribly sorry. ___________________________________
     The next delivery will be free of charge. _________________
     I’ll arrange a replacement straight away. _________________
     It is wise to be polite and helpful, even when denying respon-
sibility for a problem.
     1. I am very sorry, but … this is not my department.
     2. I see the problem but … I don’t think we can help you.
     3. I sympathize, but … this is not really our responsibility.
     4. I’m afraid … you have come to the wrong people.

    EXERCISE 2. Denying responsibility
    Use the phrases above to deny responsibility in the following
cases.
    Example I see the problem, but that is not really our re-
sponsibility.
    d) Your service department has let us down again.

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