Shadowing Practice: Saying you're sorry - 07 - English at Work shows you how to apologise - Learn English Speaking with YouTube

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Tip Top Trading Ah, hello!
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Tip Top Trading Ah, hello!
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Welcome back to Tip Top Trading,
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the UK's leading wholesaler of imitation fruit.
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Today you're joining us in the middle of the action.
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Anna is with an important client,
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Mr Lime, from Citrus Ventures.
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He's angry, and she'll have to calm him down.
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She could cope brilliantly here,
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or this could be a horrible mess.
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Well, Mr Lime, how can I help you?
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On Monday, I was meant to receive 8,000 plastic grapefruit from Tip Top Trading.
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Yes?
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The delivery was made on Tuesday.
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Oh dear.
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And, instead of 8,000 plastic grapefruit,
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I got 800,000 plastic pineapples!
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Right, Anna.
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This is serious.
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You're going to have to apologise and show that you really mean it.
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Say, I'm really sorry to hear that.
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I'm really sorry to hear that, Mr Lime.
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What on earth am I going to do with 800,000 plastic pineapples?
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Show Mr. Lime that you understand the problem.
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These are phrases you can use.
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That's totally unacceptable.
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That must have been very inconvenient for you.
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And then promise to fix the problem.
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Say, you have my word that we will sort this out.
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We can do something to make up for the inconvenience.
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It won't happen again.
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800,000 plastic pineapples!
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That's totally.. unacceptable.
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I didn't even have anywhere to put them.
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And pineapples are so much bigger than grapefruit.
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It must have been very inconvenient for you.
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It certainly was.
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When he took my order,
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your colleague Tom told me that Tip Top Trading was the most reliable firm in the industry.
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You have my word that we will sort this out.
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We'll remove the pineapples and have your grapefruit sent via express delivery this afternoon.
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Good.
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Thank you.
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And we could include some of our latest edition imitation oranges to make up for the inconvenience.
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Oh, well, that would be nice.
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Tip top, Anna!
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Excellent work and excellent words.
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They're made with revolutionary premium 4-orange, laser curve definition technology.
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You will be the first to have them.
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Wow, now that's good customer service.
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Tell me, do you have any other artificial fruits in this range?
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Yes.
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Well, it's a bit of a secret,
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but you're a trusted client,
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so I think I can tell you.
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Go on.
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We're about to unveil a new Imperial Lemon.
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Really?
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I can't tell you anymore for now, but...
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Yes?
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Maybe we could present it to you more formally in a couple of weeks?
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When it's ready for release?
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Sounds perfect.
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You would be the first to see it.
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Excellent.
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Thank you, um...
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Anna, isn't it?
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Yes.
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A very pretty name.
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Thanks.
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It's spelled the same forwards and backwards.
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Is it really?
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Anyway, Mr Lime, we'll fix this grapefruit problem for you,
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and I promise you it won't happen again.
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Good, good.
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You're new here, aren't you, Anna?
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Yes.
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Well, I look forward to working with you.
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What a success!
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Mr Lime has come away a very happy customer.
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Here are the phrases Anna used while apologising.
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I'm really sorry to hear that Mr. Lyne.
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That's totally unacceptable.
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It must have been very inconvenient for you.
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You have my word that we will sort this out.
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And we could include some of our latest edition imitation oranges to make up for the inconvenience.
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I promise you, it won't happen again.
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What will Anna's boss Paul have to say about her work today?
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Join us next week to find out!

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About This Lesson

In this lesson, you will learn how to effectively apologize in a professional context. Using a real-life scenario involving a delivery mishap, you will practice essential phrases and responses that demonstrate empathy and problem-solving skills. This will not only enhance your vocabulary but also improve your English pronunciation through the shadowing technique. By mimicking the tone and pace of the conversation, you’ll be well-equipped to handle similar situations in the workplace.

Key Vocabulary & Phrases

  • I'm really sorry to hear that - A phrase to express your apology sincerely.
  • That's totally unacceptable - A way to acknowledge that the mistake was serious.
  • It must have been very inconvenient for you - Empathetic expression recognizing the other person's difficulties.
  • You have my word - A promise that you will take action to resolve the issue.
  • Sort this out - A casual way to say that you will fix the problem.
  • Make up for the inconvenience - Offering something extra to compensate for a mistake.
  • Express delivery - A fast way to send items that shows urgency in resolving an issue.
  • Latest edition - Referring to new products or services offered.

Practice Tips

To fully benefit from this lesson and improve your English pronunciation, consider using the shadowing technique. This involves listening to the dialogue and repeating what you hear in real-time. Here are some tips to effectively practice:

  • Listen carefully to the pace and tone of the speakers in the video. Aim to match their intonation and rhythm.
  • Start by playing short segments of the video and pausing after each phrase. Repeat what you hear, ensuring you capture the emotion behind the words.
  • Gradually increase the length of the segments you’re shadowing. This will help you build fluency and confidence in your responses.
  • Record yourself while practicing. Listening to your own pronunciation will allow you to identify areas for improvement.
  • Focus on the emotional context of the dialogue. It’s not just about the words; how you say them is equally important.

By integrating shadowspeak into your English practice, you'll enhance your ability to navigate difficult conversations smoothly. Remember, the key to mastering English lies in consistent practice and utilizing effective techniques such as shadow speech.

What is the Shadowing Technique?

Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.

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