1. Functional English Complaining / Confessing / Apologizing / Forgiving / Admonishing or Scolding

2. Introducing a complaint
Ummm, can we talk for a minute?
I’m not sure how to put this but...
I hate to have to say this but...
Look, I’m sorry to bother you, but...
Which phrase is the most direct? Which is the least?

3. Confessing a mistake I’m not exactly sure how to put this but...
I’ve got to apologize for...
I’m afraid I have something to tell you...
Um, this isn’t easy to explain but...

4. Apologizing I’m awfully sorry. I can’t tell you how sorry I am.
I’m very sorry. I didn’t realize...
I just don’t know what to say.
Can you forgive me? / Please forgive me.
Put the sentences in order from least to most polite.

5. Forgiving Oh, that’s all right; don’t worry about it.
Oh, never mind. It’s not a big deal.
I understand. No worries.
Well, okay. These things happen.
Yes, it’s unfortunate, but there’s nothing that can be done now.
Which sentences suggest the receiver of the apology
is still a bit angry?
Which ones suggest everything is okay now?

6. Admonishing or Scolding
Well, just make sure that it doesn’t happen again.
I sincerely hope that it won’t happen again.
Well, perhaps you should be more careful next time.
I see. Okay, but I don’t expect this to happen again.
What do you think is the relationship between the speaker and the listener for the above sentences?