13:29 18/1/25 Nhóm 5 - Auth - Bdk THUONGMAI UNIVERSITY FACULTY OF ENGLISH ---      --- PRESENTATION Authentic English TOPIC:
GIVING NEGATIVE FEEDBACKS OR BAD NEWS, SAYING NO
POLITELY, COMPLAINING ABOUT SOMETHING
Supervisor: Nguyen Thi Bich Ngoc M.A Class: 241_ENPR6111_01 Group: 05 Hanoi, 2024 about:blank 1/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk TASKS ASSESSMENT No Member Student ID Task Score Giving negative feedbacks or 29 Nguyễn Thị Thảo 21D170318 bad new: Theory + understanding role-play Introduction + Giving negative feedbacks or bad 45 Trần Thị Diệu Linh 21D170306 new: Sample conversation analysis + Conclusion Saying no politely: Theory + 13 Nguyễn Thị Hằng 21D170205 Sample conversation analysis Nguyễn Thị Phương Saying no politely: Role-play 5 21D170241 Ánh and understanding Complaining about 37 Nguyễn Yến Nhi 21D170222 something: Theory + Sample conversation Complaining about 21 Đặng Hữu Huy 20D170165 something: Role-play and understanding 1 about:blank 2/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk TABLE OF CONTENT
TASKS ASSESSMENT .................................................................................................. 1
INTRODUCTION ........................................................................................................... 3
DEVELOPMENT ............................................................................................................4
I. Giving negative feedbacks or bad news .....................................................................4
1.1. Theory ..................................................................................................................4
1.2. Sample conversation analysis ............................................................................. 7
1.3. Role-play and understanding .............................................................................10
II. Saying no politely ....................................................................................................12
2.1. Theory ................................................................................................................12
2.2. Sample conversations analysis ..........................................................................14
2.3. Role-play and understanding .............................................................................16
III. Complaining about something ...............................................................................18
3.1. Theory ................................................................................................................18
3.2. Sample conversations analysis ..........................................................................21
3.3. Role-play and understanding .............................................................................26
CONCLUSION .............................................................................................................. 30
REFERENCES .............................................................................................................. 31 2 about:blank 3/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk INTRODUCTION
In professional and social settings, effective communication is crucial, especially
when dealing with challenging situations. Therefore, mastering these skills is essential
for building strong relationships, resolving conflicts, and achieving our goals. Group 5
will be on the sensitive topics in our daily conversations: giving negative feedback or
bad news, saying no politely, and complaining about something. We will focus on
refining our ability to handle difficult conversations in English in an authentic and tactful way.
In this discussion, our presentation will provide practical strategies and techniques
to help you navigate these situations with confidence and grace. We will delve into the
art of giving constructive feedback, the importance of saying "no" assertively, and the
effective ways to address complaints.
The discussion is divided into three main sections, each of which offers useful tips
and examples to help learners understand and apply these strategies in English communication:
Part 1: Giving negative feedbacks or bad news Part 2: Saying no politely
Part 3: Complaining about something
Throughout this discussion, we aim to build confidence in using authentic English
in complex communication scenarios, ensuring that each student in the class would
develop the necessary skills for real-world applications. 3 about:blank 4/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk DEVELOPMENT
I. Giving negative feedbacks or bad news 1.1. Theory 1.1.1. Useful tips
Delivering negative feedback or bad news is often one of the most challenging
aspects of communication, both in personal and professional settings. It requires not
only clarity but also a high degree of empathy and emotional intelligence to ensure that
the message is conveyed respectfully. Such conversations can lead to
misunderstandings, hurt feelings, or damaged relationships if handled poorly.
Therefore, learning how to deliver difficult news sensitively and constructively is
essential. In this analysis, we will explore practical strategies for giving bad news or
negative feedback effectively, focusing on introducing the subject gently, showing
empathy, imagining how the other person feels, and offering support.  Introducing the subject gently
When giving bad news, it’s important to ease into the conversation instead of
delivering the bad news directly. If you start by preparing the listener, it gives them
time to emotionally prepare themselves for what’s coming.
“I hate to break it to you, but…”
“I’m really sorry, but…”
“There is no easy way to say this, but…”
“I regret to inform you that…” Example:
Instead of saying, “You didn’t pass the exam” you can say, “I’m afraid I have
some bad news about the exam.”
This approach helps to soften the impact on receivers. By using phrases like “I’m
afraid” or “Unfortunately” you are signaling that bad news is coming, but you’re not
being too harsh. You also may prepare them emotionally. It shows you respect their
feelings, making it easier for them to handle the news.  Show empathy
When you reply to the bad news, empathy means showing that you understand
how the other person might feel. When someone shares bad news, they want to feel 4 about:blank 5/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
heard and understood. Acknowledging their emotions makes them feel supported and less isolated. “That’s awful!”
“I’m so sorry to hear that.”
“That sucks / That’s messed up.”
“ Please let me know if there’s any way I can help.” Example:
If someone tells you they lost their job, respond with, “That’s really tough. I’m so sorry to hear that.”
Empathy creates an emotional connection and helps the person feel less alone in
their struggle. For family and close friends, this may involve comforting them
emotionally. In a work setting with colleagues, it shows that you care about them
beyond just professional matters.  Imagine how that person feels
Try to put yourself in the other person’s shoes and express how you think they
might feel. When delivering difficult news, it's crucial to acknowledge and validate the
other person's emotions. By expressing empathy, you can foster a more supportive and
understanding environment. This helps them feel understood and supported.
“You must be really upset right now.”
“I can’t imagine how frustrating this is for you.”
“It must feel really disappointing.”
When you acknowledge their specific feelings, it shows you care about their
experience. It helps them open up. When people feel like you understand, they are
more likely to share their thoughts and feelings with you.  Offer to help
After sharing bad news, it’s helpful to offer some form of support or assistance. It
could be practical help (like doing something for them) or emotional support (like
being available to listen). This shows that you care and are willing to help them through the situation.
“If it’s any help, I’d be happy to assist.”
“Let me know if there’s anything I can do to support you.”
“If you need anything, I’m here for you.” Example: 5 about:blank 6/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
If a colleague loses an important client, you might say, “If there’s anything I can
do to help with the transition, let me know. I’m here to support you.”
After telling a colleague that they didn’t get the job, you could say, “If it’s any
help, I can assist you in preparing for future interviews.”
Offering help shows compassion and care, which can alleviate some of the
pressure or stress the person is feeling.  Feedback sandwich
Feedback sandwich is the way of giving feedback that we say something nice,
then say the critical feedback that you actually want to deliver and then say something
nice again. This tip can be applied into the relationship between teachers to students,
boss to employees, parents to children, etc to not only make them not to feel offended
but also gain motivation to improve their mistakes. Example:
When you’re evaluating the presentation of a group. The presenter delivered the
speech loudly and clearly but kept holding the phone to read it. So we can say: “Hey,
great job on your speech. I really like your confident voice … A point of improvement
from me ….. Thank you for that”. 1.1.2. Advice on expression  Family or Close friends
It prioritizes honesty with sensitivity. The main focus should be on maintaining
trust and care while being truthful. Start by showing love and appreciation before
delivering the bad news. For example, “I really value our relationship, and I know
you’ve been working hard, but there’s something we need to discuss.” Afterward,
acknowledge how they might feel and offer help. Close friends or family will
appreciate directness if it comes from a place of care, but the tone should remain gentle and supportive.  Colleagues
It prioritizes professionalism and empathy. The focus should be on addressing the
issue in a constructive way while maintaining a respectful and understanding tone.
Begin with positive feedback about their work, then move into the issue with a
solution-oriented mindset. For example, “Your performance has been great, but I’ve
noticed an area where we can make improvements. Do you need any support to handle this better?” 6 about:blank 7/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
Acknowledge the request: "I really appreciate you asking me, but I have a commitment I can’t change."
Express regret: "I wish I could help, but I won’t be able to this time. Let me know
if there’s another way I can assist in the future."
Polite deferral: "I understand it’s important, but I’ll need to decline this time."
This keeps the conversation professional but compassionate, showing that you’re
invested in their success without making them feel criticized.  Acquaintances
It prioritizes politeness. The focus should be on delivering the message concisely
while remaining respectful. Use brief, polite statements to acknowledge their effort
before mentioning the issue. For example, “You’ve been doing well, but I wanted to
mention this small issue that could improve your results.” Since the relationship is not
deep, it’s best to avoid going too emotional or detailed, keeping the interaction efficient yet polite.
1.2. Sample conversation analysis  Video 1:
https://www.tiktok.com/@christiantye/video/7134436788701105413?q=i%27m%20so
rry%20i%20had%20to%20give%20you%20the%20bad%20news&t=1728554706560 Context: In a hospital
Doctor: Here’s your baby, sir.
Father: Aw, thank you so much doctor.
Doctor: Unfortunately, I have some bad news… Sir, I’m so sorry to tell you but… your wife didn’t make it.
Father: (misunderstanding) Well then bring me the one my wife did make!
This is a conversation between a husband who has just become a father and a
doctor who tried to inform the husband of bad news that his wife had passed away. In
this case, the doctor tried to talk about the positive news that the husband has officially
become a father. In addition, he introduced the bad affair gently by using the phrase
“unfortunately, I have some bad news…’’ and showed his empathy by saying “I’m so 7 about:blank 8/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
sorry to tell you but…’’. By using phrases like “I’m so sorry” or “Unfortunately” the
doctor signaled that bad news is coming, but not being too harsh.
There comes a funny reaction of the husband that he thought the baby was not
given birth by his wife instead of acknowledging that his wife has passed away. This
misunderstanding occurs due to the appearance of the baby in the previous sentence
combined with the vagueness of the word “make”; and the above phrases, which all
aim to relieve the husband's emotion to the bad news by the above phrases. 
Video 2: https://www.youtube.com/watch?v=0w49AAFNC5M&t=2s Megan: Hi, Dr. George.
Dr. George: Good morning, Megan. How was your weekend?
Megan: It was great. I saw Mrs. McKinley is back in here. You know, that patient we
had on class last week. I hope she’s doing better. 8 about:blank 9/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
Dr. George: Yeah, Megan. Would this be a good time for me to give you some feedback? Megan: Sure.
Dr. George: Okay. Well, I would like to talk about the albuterol teaching that you
did with Mrs. McKinley last week. How did it go?
Megan: Fine. You know, I actually hadn’t ever done it before, but I found this really
great website to use and to show how to use the inhaler. And then, it had to
demonstrate it back to me and she could do it okay. Is there a problem?
Dr. George: Well, it sounds like you did a great job with the actual inhaler teaching
and it’s really good to have them demonstrate back to you. Another important aspect
of using albuterol is the frequency of use. We want to be careful not to use it more
frequently than every four hours. Unfortunately, when you told Mrs.McKinley to use
it as often as needed, she took that to mean every twenty minutes. She ended up in the
emergency room with palpitations. Now she did okay after a period of observation, but
she was a little mad. Next time, I want you to really check with me if you’re unsure about instructions. Megan: Okay.
Dr. George: No, I’m sorry to be the bearer of bad news but I just want to check
with you to make sure what you’ve heard from this feedback. Megan: Oh, I’m stood…
Dr.George: Well, you did a nice job with the inhaler teaching. You found a good
resource and you really explained it in the way she could understand and you
should have checked with me about the instructions. Is that clear? Analysis:  Introduced the subject gently
Commencing with friendly greetings: “Good morning, Megan. How was your
weekend?”, then mentioning the problem by politely asking her: “Would this be a good
time for me to give you some feedback?” and introduced it clearly “I would like to talk 9 about:blank 10/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
about…”, Dr.George wanted to reassure Megan and helped her to recognize what was happening.
The way he used the word “Unfortunately” also signaled that bad news is coming, but not being too shocking.  To be empathy
When Dr.George shared about the bad news, he said “No, I’m sorry to be the
bearer of bad news…’’ to show that he also felt sad when had to say it with her and
empathized with her. Acknowledging Megan’s emotions makes her partly feel supported and less isolated.  Feedback sandwich
When Megan shared about her albuterol lesson, Dr George made a compliment
“Well, it sounds like you did a great job.” and “ it’s really good to…” to encourage her
before mentioning her mistake by saying “Unfortunately,...”. By the end of the
conversation, he still reminded her about the positive side: “Well, you did a nice job
with the inhaler teaching. You found a good resource and you really explained it in the
way she could understand”. This method made her not to feel offended and have more
determination to correct her mistake.  Offer to help
A constructive feedback is the one that helps people to solve the problems. In this
conversation, Dr. George instructed Megan to avoid the same mistakes by double-
checking the instructions: “Next time, I want you to really check with me if you’re
unsure about instructions.” This also helps the addressee not to be confused and
understand what she should do to solve the problem.
1.3. Role-play and understanding 1.3.1. Role-play
Context: In the office, Linh (the boss) called Thao into the office for a private discussion.
Thao: (get into the room) I’ve heard that you want to see me?
Linh: Oh hi Thảo, have a seat. Uhm… By the way, the project that you handed in
today was splendid. It was really good. Thank you so much for following the
feedback that I’ve given you last week about the formatting, it was perfect. 10 about:blank 11/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
Thao: Thank you so much, I really, really took that feedback to heart and I try to put it
as best as possible in my report this week.
Linh: I can definitely tell, and I appreciate your effort. Now, I need to talk to you
about something else. I hate to bring this up, but I noticed that you arrived at 8:45 this
morning, and our start time is 8:30. I know it’s not easy to always be on time, and
this has happened a few times recently. Can you tell me what’s been going on?
Thao: Oh, I’m so sorry. I set my alarm, but I didn’t hear it. I know I was late last week
too... I should have let you know earlier.
Linh: I understand that things like that happen sometimes, and I’m sure you didn’t
mean to cause any issues. But when you’re late, it affects the rest of the team, and I’m
sure you’d prefer to avoid that. It must feel stressful knowing that you’ve been late a few times.
Thao: I didn’t realize how much it impacted everyone. I really feel bad about that.
Linh: I know you do, and I want to help you fix it. Is there anything that would
make it easier for you to arrive on time? Maybe adjusting your routine in the morning or setting another reminder?
Thao: Yes, I can definitely set my alarm louder, and maybe I’ll ask a co-worker to call
me if I’m not in by a certain time.
Linh: That sounds like a good plan! I really believe that with these adjustments,
you’ll get back on track. I’m confident you’ll make it work. And again, I just want to
say how impressed I am with your project it’s clear you care about doing your best.
Thao: Thank you for understanding. I’ll definitely make sure to improve. 1.3.2. Understanding
In this conversation, the boss uses various phrases related to useful tips to give
negative feedback or bad news politely and effectively. Here are some phrases used in our role-play:  Feedback sandwich
“Thank you so much for …” 11 about:blank 12/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
This phrase is often used to start with positive feedback before and after
delivering negative news or constructive criticism. This positive opening makes Thao
feel valued and more receptive to the criticism that follows.
"That sounds like a good plan!"
This phrase serves to end the conversation on a positive note. It offers
encouragement and reinforces the belief that Thao can succeed.  Introduce the subject gently
“I hate to break it to you, but…”
This phrase is commonly used when delivering bad news. It shows the speaker’s
reluctance to give the bad news, which demonstrates empathy. It signals that what
follows will be negative but said with care. This phrase prepares Thảo for the negative
feedback without making it sound serious or harsh. It also shows Linh is aware that the
upcoming news about the salary deduction could be unpleasant for Thảo.  Show empathy
"I know it’s not easy to always be on time…"
It recognizes that being punctual is sometimes challenging, which can make the
recipient feel understood. By acknowledging that punctuality can be difficult, Linh is
empathetic towards Thao's situation.  Imagine how that person feels
"It must feel stressful knowing that you’ve been late a few times."
It expresses awareness of Thao's possible emotions, such as guilt or stress. By
saying this, Linh puts herself in Thao’s shoes and shows an understanding of the
emotional toll being late may have on Thao. This makes the conversation more
compassionate and encourages Thao to open up.  Offer to help
"Is there anything that would…? Maybe…?"
This phrase offers help and provides solutions for improvement. Linh offers
practical suggestions for improvement, rather than merely criticizing the lateness. This
demonstrates support and a willingness to work together to find a solution. II. Saying no politely 2.1. Theory 2.1.1. Useful tips 12 about:blank 13/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
Sometimes you need to say no when someone makes a suggestion, offers
something or asks you to do something. However, saying no is often challenging due to
our innate drive to cooperate with others. The desire for social acceptance and fear of
causing disappointment or conflict further urge us to agree, even when it’s against our
best interests. Therefore, here are some ways to say “no” without causing offense: 
Include an apology, and if possible, a brief explanation
When declining an offer or request, it’s helpful to include an apology and, if
appropriate, a brief reason. Apologizing is a great way to show that you feel bad for
saying no. Starting with an apology softens the message, showing that you
acknowledge the offer or request and that you’re not rejecting it lightly. A brief
explanation can help the person understand why you’re saying no, which often makes the refusal easier to accept.
Question: Do you want to see a movie?
Answer: I’m sorry, but I have many tasks that I need to finish first. 
Use emphasizers (really, so or very) with sorry
In communication, declining someone’s offer or request is often a delicate
situation. A direct refusal, if not handled carefully, can make the other person feel
ignored or disrespected. To avoid this, using emphasizers such as “really,” “so,” or
“very” alongside “sorry” can make a big difference in how your message is received.
They can make your apology sound more genuine and sincere. These words emphasize
your regret and make it clear that you truly feel sorry about having to decline.
For example: Declining an event invitation: “I really apologize, but I can’t attend your birthday party.” 
If appropriate, say thank you before or after refusing an offer
One polite and tactful approach to maintain a positive relationship is to use a
“thank you” before or after your refusal. Adding a “thank you” shows that you
appreciate the other people, and that you value their intention even if you can’t accept
it. A “thank you” helps you stay in control and handle the difficult situation with tact.
Instead of feeling awkward, you come across as polite and grateful, making the conversation smoother.
For example: Declining a request to participate in a project: “Thank you so much
for considering me for this project. However, I’m currently unable to participate as I’m
committed to other responsibilities.” 13 about:blank 14/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk 2.1.2. Advices on expressions  Close friends or family
When speaking with close friends or family, you can use more casual and friendly
language, while still maintaining respect. You can keep the tone light and natural, with
brief explanations, like, “I’d love to, but I won’t be able to attend your party. I'm taking
my final exam next weekend” or “Thanks for thinking of me, but I'll have to pass this
time.” This maintains respect while keeping the conversation relaxed. 
Older People or Superiors (bosses, colleagues)
With older individuals or people of higher status, it’s important to use more
formal and respectful language to show proper regard. Provide clear reasons for your
refusal and maintain a polite, balanced tone that conveys respect without being distant.  Cultural note
In many cultures, direct refusals can be seen as rude, so be mindful of cultural
norms and adjust your refusal accordingly. In contrast, in some countries people rarely
say no, so a “maybe” often signals a strong possibility of “yes”. This can lead to
misunderstandings between people. So always be clear about your intentions, but remain polite at all times.
2.2. Sample conversations analysis
Link video: https://www.youtube.com/watch?v=WFDvDcozhYM&t=6s
Mr Lime: Hello, Seb Lime speaking. Anna: Hello Mr Lime.
Mr Lime: Anna! Please, call me Seb. So, when can I invite you to lunch?
Denise: (whispering loudly) Thank you for your offer...
Anna: Well, thank you for your offer. But I’m really sorry, I won't be able to. Mr Lime: Oh?
Denise: (whispering loudly) I'm afraid...
Anna: I’m afraid it’s against company policy to have non-business lunches with people. 14 about:blank 15/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
Mr Lime: Really? Oh how tedious!
Denise: (whispering loudly) It wouldn't be- Anna: Shhh! Mr Lime: Pardon?
Anna: No, not shhh you Mr Slimy I meant shhhh Denise! Mr Lime: Mr Slimy?
Anna: Oh no! I mean Mr Limey – Lime – er Seb! You see, it wouldn't be appropriate.
So, with regret, I'm going to have to say no.
Mr Lime: I think I've understood. Goodbye Anna. Anna: Goodbye. Analysis
In this dialogue, Anna is trying to politely refuse Mr. Lime's invitation to lunch.
Several key techniques for saying "no" politely are used in this interaction: 
If appropriate, say thank you before or after refusing an offer
Anna starts by saying, "Thank you for your offer" which is a nice and polite way
to show she appreciates Mr. Lime's invitation. By leading with thanks, she softens the
impact of her refusal, shows respect for Mr Lime and maintains a polite, respectful
tone throughout the interaction. 15 about:blank 16/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk 
Include an apology, and if possible, a brief explanation
Anna follows up with an apology, saying, “I’m really sorry, I won’t be able to.”
This shows regret and makes the refusal more empathetic. Next, she provides an
explanation: “I’m afraid it’s against company policy to have non-business lunches with
people.” Giving a reason makes the refusal feel justified and helps avoid offending the
other person. It shows that the rejection is due to external factors, not personal choice. 
Use emphasizers (really, so or very) with sorry
Anna uses the word “really” in “I’m really sorry” which intensifies her regret,
making her refusal sound more sincere. This kind of emphasis helps convey genuine
remorse for not being able to accept the offer.
Anna concludes with, “So, with regret, I’m going to have to say no.” This
phrasing is formal and polite, showing that she’s declining the offer respectfully.
Ending with “with regret” reinforces her apologetic stance.
2.3. Role-play and understanding 2.3.1. Role-play
Context: A workplace environment involves two colleagues, Emma and Susan.
Emma is reaching out to Susan with several invitations and requests for participation in
work-related and social activities. However, Susan has prior commitments or personal
reasons for not being able to participate in any of them. 16 about:blank 17/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk
Emma: Hey Susan, I'm organizing a potluck lunch for the team next week. Would you
be able to bring your famous homemade cheesecake?
Susan: I really appreciate you thinking of my cheesecake. But I'm so sorry, Emma,
because I'm actually going to be out of town for a conference next week.
Emma: No worries, I understand. How about joining our volunteer group this weekend?
We're cleaning up the local park.
Susan: This time isn’t good for me either, I’m afraid. I've already committed to
helping my parents move on Saturday.
Emma: That's alright. By the way, I have an extra ticket to the concert on Friday night. Would you like to come?
Susan: I'm really sorry, but I'll have to pass. I'm so exhausted from this big
project I'm working on. Thank you very much for offering, though. I hope you enjoy the show!
Emma: I completely understand. Take care and get some rest!
Susan: Thanks for being so understanding, Emma. I hope we can catch up soon! 2.3.2. Understanding  Includes an apology
Susan consistently uses apologies in each refusal, which helps maintain a polite
and respectful tone throughout the conversation. For instance, Susan states “Oh, I’m so
sorry, Emma” when declining the potluck, “This time isn’t good for me either, I’m
afraid" and "I'm really sorry, but I'll have to pass". These sincere apologies
acknowledges Emma's effort and shows consideration for her feelings.  Uses an emphasizer
Susan employs emphasizers like "really" and "so" to reinforce the sincerity of his
apologies. This adds emphasis to his declination, indicating that she genuinely regrets
not being able to participate. For example, when declining the concert invitation, she
says, "I'm really sorry, but I'll have to pass." The use of "really" emphasizes his regret
and conveys a sense of genuine disappointment. 17 about:blank 18/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk  Provides a brief explanation
In each refusal, Susan gives a clear and brief explanation for why she can't
participate. This provides context and prevents misunderstandings. For example, when
declining the volunteer activity, she explains, "I've already committed to helping my
parents move." This explanation clarifies his reason and avoids leaving Emma
wondering why she's unable to participate.  Express appreciation
Susan consistently expresses appreciation for Emma's invitations and offers. This
demonstrates gratitude and reinforces a positive relationship. For instance, before
declining the potluck, she expresses, "I really appreciate you thinking of my
cheesecake”, or says “Thank you very much for offering” after refusing Emma’s offer
and completely explains why. This acknowledgment of Emma's thoughtfulness shows
respect and maintains a friendly tone.
III. Complaining about something 3.1. Theory 3.1.1. Useful tips
Making a complaint in a polite and constructive manner is essential to maintaining
positive communication, even when addressing issues. It involves expressing
dissatisfaction without causing unnecessary tension, ensuring that the conversation
remains respectful. Here are 4 useful tips to complain without seeming rude. 
Apologize for having cause to complain
When making a complaint, start with an apology to avoid creating a negative
impression. This shows that you understand complaining might be unpleasant, but
you’re trying to remain polite. For example you should say:
“I’m sorry to say this, but…” instead of saying “You're wasting my time with this issue!"
"I’m sorry to bring this up, but..." instead of saying “This is unacceptable! You messed up my order again!”
"I hate to complain, but..." instead of saying "This is a big problem! Why can't you do your job properly?” 18 about:blank 19/32 13:29 18/1/25 Nhóm 5 - Auth - Bdk 
Assume that the problem wasn’t intentional on the part of the person you are complaining to
When complaining, assume the issue wasn’t caused intentionally by the person
you’re talking to. This helps reduce tension in the conversation and keeps communication open. For example you should say:
"I’m sure this was just a mistake, but..." instead of saying "It's your fault that this happened!"
"I understand this probably wasn’t your fault, but..." instead of saying “This is
unacceptable! Do you even care?”
“There’s been a bit of a misunderstanding about…” instead of saying "You clearly didn’t pay attention." 
Explain the problem as objectively as you can, without blaming anyone
When explaining the problem, avoid using accusatory language or placing blame.
Instead, focus on the issue and how it affects you, rather than someone else’s fault. For example you should say:
"I’ve noticed that … , and I’m getting concerned." instead of saying "What kind of
company allows this to happen?"
“I’ve got a problem here, you see…” instead of saying "I can't believe I have to deal with this nonsense!"
"Would it be a good idea to…?" instead of saying "This service is terrible!” 
Suggest a way to of solving the problem, if appropriate
After explaining the problem, provide a specific solution or suggestion for
resolving it. This shows cooperation and that you’re not just complaining. For example you should say:
"I’d be happy to offer..." instead of saying "This is ridiculous! Get it sorted out now!"
“I’d appreciate any updates you might have." instead of saying "I don't
understand why you can't figure this out!"
When receiving a complaint, it’s equally important to respond with sympathy,
acknowledge the issue, offer a sincere apology and offer solutions to resolve the situation promptly. 3.1.2. Advices on expressions 19 about:blank 20/32