投诉
能说出某样东西坏了或者不对劲，而且说得有礼貌。
标注的核心时长。核心模块中有两项未标注时长，因此实际课时比总和更长。
语法
5 分钟英语的投诉不从指责开始，而是从描述问题开始。
| There's something wrong with the heating. | 暖气有点不对劲。 |
| The shower doesn't work. | 淋浴坏了。 |
| The room isn't clean. | 房间没打扫干净。 |
| My order hasn't arrived yet. | 我订的东西还没到。 |
I'm afraid——缓和语气的词，说不愉快的事时放在开头。 字面意思是“我害怕”，实际意思是“恐怕”“很抱歉”，和汉语的“恐怕……”很像：
I'm afraid there's a problem with my room. I'm afraid this isn't what I ordered.
句子紧跟在 I'm afraid 后面，不加 of：✗ I'm afraid of there is a problem。
客气地表示不同意，也是同样的思路：
| 直说——听起来生硬 | 客气的说法 |
|---|---|
| You're wrong. | I'm afraid I don't agree. |
| No. | Actually, I think… |
| That's not true. | I see what you mean, but… |
最后提出要求：
| Could you fix it, please? | 能请您修一下吗？ |
| I'd like to speak to the manager. | 我想和经理谈谈。 |
| Could I have a refund? | 可以退款吗？ |
中文母语者的常见错误
已针对你的语言编写用 must 提要求。
✗ Your hotel is bad、✗ You must fix it → ✓ I'm afraid there's a problem with my room. Could you fix it, please? “你们必须修好”常被直接译成 You must，可是对服务人员这样说就是在下命令。先用 I'm afraid 说出问题，再用 Could you…? 提要求。
is not work。
✗ The shower is not work
✓ The shower doesn't work
或 isn't working。汉语一个“不”就够了，英语要么 doesn't + 动词，要么 isn't + -ing。 doesn't work 是“坏了”，isn't working 是“现在用不了”，投诉时两种都行。
has something wrong。
✗ The heating has something wrong
✓ There's something wrong with the heating
。“暖气有毛病”里的“有”不译成 has，要说 There's something wrong with + 东西。
I'm afraid of。
✗ I'm afraid of there is a problem
✓ I'm afraid there's a problem
。 be afraid of 是“害怕……”，投诉时的 I'm afraid 是“恐怕”，后面直接跟句子。
发音
3 分钟不满而不失礼貌，靠的是先降后升的语调（fall-rise）：
I'm afraid there's a problem ↘↗
平而下降（↘）会让同一句话听起来冷淡、没有商量余地。这和第17课礼貌请求的语调一样，是英语表达礼貌最重要的工具：汉语常靠“请”“麻烦您”和“吧”“呢”这样的语气词显得客气，英语里语调本身就能做到，用词几乎可以不变。
课文
3 分钟Good evening. I'm afraid there's a problem with my room.
I'm sorry. What's wrong?
The heating doesn't work and the shower isn't clean.
I do apologise. Could you wait ten minutes? I'll send somebody.
Thank you. And I'd like to change the room, actually.
Of course. I'll see what we have.
练习
8–10 分钟1. 填空。
- the heating
- The shower
- this isn't what I ordered
显示答案
2. 改得更礼貌。
1) You're wrong. 2) Your hotel is bad. 3) Fix it now.
显示答案
3. 配对。
- I'm afraid…
- Actually…
- Could you fix it?
- I'd like to speak to the manager.
显示答案
4. 改错。
- You must fix it.（在酒店投诉）
- I'm afraid of there is a problem.
显示答案
小结
本课已学：说出问题的四种方式，缓和语气的 I'm afraid，客气地表示不同意，请对方修好。下一课——第26课：写评价和定语从句。
核心内容结束
完成练习后即视为课程结束。此后的内容均为可选。
可选
词卡词汇
13 词- wrong /rɒŋ/ 不对劲的
- heating /ˈhiːtɪŋ/ 暖气，供暖
- shower /ˈʃaʊə/ 淋浴
- fix /fɪks/ 修理，修好
- replace /rɪˈpleɪs/ 更换
- complain /kəmˈpleɪn/ 投诉，抱怨
- complaint /kəmˈpleɪnt/ 投诉
- apologise /əˈpɒlədʒaɪz/ 道歉
- actually /ˈæktʃuəli/ 其实，实际上
- plumber /ˈplʌmə/ 水管工
- dirty /ˈdɜːti/ 脏的
- leak /liːk/ 漏水，渗漏
- I'm afraid /aɪm əˈfreɪd/ 恐怕，很抱歉
写作
写四句话，向酒店投诉：哪里不对劲，你希望怎么解决。
范例： I'm afraid there's a problem with my room. The heating doesn't work and the shower isn't clean. Could you fix it, please? I'd like to change the room.
检查清单：投诉以缓和语气的词开头了吗？提要求用的是 Could you 吗？