10

1 GRAMMAR
THE ART OF COMPLAINING
LESSON A That really bugs me!

Use the clauses in the box to complete the sentences.

how quickly the battery runs down when my favorite show is interrupted by a news bulletin
people who make noise when they eat who honk their horns all the time
waiting a long time to be seated why people push in front of me in line
water dripping in the sink

1. The thing that really bothers me at the dinner table is . . .

The thing that really bothers me at the dinner table is people who make
noise when they eat.
2. When I’m trying to sleep at night, something that irks me is . . .
when im trying to sleep at night, somenthing that irks me is water dripping in the sink

3. One thing I can’t understand in the supermarket is . . .

One thing I can’t understand in the supermarket is why people push in front of me in line

4. The thing that really irritates me when I go to a restaurant is . . .

The thing that really irritates me when I go to a restaurant is waiting a long time to be seated

5. Something I can’t stand is drivers . . .

Something I can’t stand is drivers who honk their horns all the time

6. Something that bothers me about my new cell phone is . . .

Something that bothers me about my new cell phone is how quickly the battery runs down

7. When I’m watching TV, one thing that bugs me is . . .

When I’m watching TV, one thing that bugs me is when my favorite show is interrupted by news bulletin

2 GRAMMAR
Write sentences about things that irritate you. Use relative clauses and noun clauses,
and your own ideas.

1. The thing that bothers me at the dinner table is when people talk
with their mouths full.
The thing that really irritates me is when people interrupt me
2.

3. Something that bothers me is when i can´t sleep at night

4. When I’m hearing music, one thing that bugs me is when people start talking to me

LESSON A That really bugs me! 55

 3 GRAMMAR
Use relative clauses and noun clauses to write about everyday annoyances in these places.

on the road in the park in the library on the subway

1. The thing that annoys me on the road is when other drivers follow too closely.

2. One thing that bothers me is when people thorw garbage on the street
Somenthing that irritates me is when people don´t remain silentin the library
3.
it causes me conflict when people don´t make room to be able to sit
4.

4 VOCABULARY
Choose the word that best completes each sentence. Sometimes more than one answer
is possible.

1. One thing that drives / gets / makes me

down is when it rains on the weekend.

2. Something that drives / gets / makes me up

the wall is when I have to wait on a long line
to buy one or two items.

3. The thing that drives / gets / makes my blood

boil is when my sister borrows my clothes.

4. One thing that drives / gets / makes me

upset is when people are rude to store clerks
for no reason.

5. The one thing that drives / gets / makes

under my skin is when someone’s cell phone
rings during a movie or play.

6. When I’m talking to someone, the thing that drives / gets / makes on my nerves
is when he or she keeps interrupting me.

7. My sister sending text messages during dinner drives / gets / makes me crazy.

8. One thing my brother does that drives / gets / makes me sick is when he leaves
piles of dirty dishes in the kitchen sink.

56 UNIT 10 The art of complaining

5 WRITING
A Read the email complaining about a service. Number the four paragraphs in a
logical order.

To: customerservice@[Link]
Subject: Complaint about personal training service

To whom it may concern:

My trainer, Dan, has not arrived on time for a single 6:00 a.m. session. The earliest he has
arrived is 6:15, and several times he has come at 6:30. I am paying extra for his services,
3 and I am certainly not getting my money’s worth. Dan also tends to wander off while
I am exercising, getting involved in conversations with other gym employees. My
understanding was that he would carefully supervise my training, which he has not done.

When I signed up for the program, the head trainer and I sat down, discussed my
problems and needs, and drew up a plan, which was signed by both of us. This will show
2 clearly what my expectations were in case you need to see this in writing. However, I
hope it’s clear by now that my needs have not been met.

4 I would like you to assign me a new trainer or refund my fee for the personal training
service. If you can’t do this by next week, I will take my business to another gym.

I am writing to complain about the personal trainer who was recently assigned to me
1 at your gym. I signed up for six weeks of the intensive training program, including an
individual fitness evaluation, and I am extremely dissatisfied.

Sincerely,
Elizabeth Smith
212-555-0199

B Use the numbers you wrote for the paragraphs above to answer these questions.
In which paragraph does the writer . . .
a. explain the problem in detail? 1 c. describe the type of service clearly? 2
b. explain what she wants? 4 d. mention evidence of a service contract? 3

C Write an email complaining about a problem regarding a service or product

you are not satisfied with.
To whom it may concern:
Bad wifi

Dear Telcel,
I hope this email finds you well. I recently purchased a new wifii from your company and encountered a significant

issue. Despite my excitement, the wifi failed to meet expectations due to bad connection.

As a loyal customer, I'm disappointed and inconvenienced by this experience. I kindly request a prompt resolution,
whether

it's a replacement, refund, or alternative solution.

Your swift action in addressing this matter is appreciated. LESSON A That really bugs me! 57
Thank you,
Dana Gonzalez
 LESSON B Let’s do something about it!

1 GRAMMAR
Write S for a simple indirect question and C for a complex indirect question.

S 1. I want to find out how to use less fat in my cooking.

C 2. Why people aren’t concerned about the crime rate is a mystery to me.
S 3. I wonder if other people are concerned about the pollution problems in our city.
C 4. The thing I don’t get is why food prices are so high.
C 5. One of my concerns is whether I will be able to afford a new car.
S 6. I’d like to know if the weather will be nice this weekend.
C 7. How some people can listen to such loud music is something I can’t understand.
S 8. I want to know when a cure for the common cold will be discovered.

2 GRAMMAR
Use the phrases in parentheses to rewrite the questions.

1. Why are the trains running so slowly? ( . . . is a mystery to me.)

Why the trains are running so slowly is a mystery to me.

2. Will there be cheaper health care for employees? (One of my concerns . . . )

One of my concerns, will there be cheaper health care for employees

3. Why do I get so much junk mail? ( . . . is something I can’t understand.)

Why do I get so much junk mail is something I can’t understand

4. How can you eat so much and not feel sick? (What I don’t get . . . )
What I don’t get how can you eat so much and not feel sick

5. Who should I call if I don’t get my passport on time? (I wonder . . . )

I wonder who should I call if I don’t get my passport on time

6. Will politicians do more to help the environment? (I’d like to know . . . )

I’d like to know will politicians do more to help the environment

7. Why don’t people turn off their cell phones when they’re at the movies?
( . . . is beyond me.)
Why don’t people turn off their cell phones when they’re at the movies is beyond me

8. Why can’t James get to work on time? ( . . . is the thing that concerns me.)
Why can’t James get to work on time is the thing that concerns me

9. Why do I get a cold every summer? ( . . . is a mystery to me.)

Why do I get a cold every summer is a mystery to me

10. Did someone use my tablet while I was out of the room? (I want to find out . . . )
I want to find out did someone use my tablet while I was out of the room

58 UNIT 10 The art of complaining

3 VOCABULARY
Choose the word that best completes each sentence.

1. Lena was infuriated / insulted when she missed her flight due to the traffic jam.
2. John was very irritated / saddened to hear about the house that had been damaged by
the storm.
3. Vicky was depressed / mystified when the forecast called for rain on her wedding day.
4. The players on the football team were humiliated / insulted when they lost the
championship game by 22 points.
5. We were absolutely demoralized / stunned when we found out we had won the prize.
6. Chiang was totally baffled / discouraged when a complete stranger started talking to him
as if they were old friends.
7. Joan was enraged / discouraged when she saw that someone had damaged her car and
not even left a note for her.
8. June became pretty insulted / annoyed when her Wi-Fi kept disconnecting.

4 GRAMMAR
Write sentences about each urban problem below or about ideas of your own.

transportation sanitation parking

1. I don’t know why bus service is so infrequent. It’s almost impossible

to get to work on time.

2. It’s beyond me the problems of transportation, such as traffic congestion and unreliable public transit, are
hindering economic growth in the city.

3. I wonder including inadequate waste management systems and poor access to clean water, pose
significant health risks to the community.

4. My big concern is characterized by limited spaces and high fees, often lead to frustration and inconvenience
for both residents and visitors in urban areas.

LESSON B Let’s do something about it! 59

 5 READING
A Read the article quickly. Write the number of each section next to its title.
2
a. Understanding What Chronic Complainers Want
3 b. Understanding What Chronic Complainers Don’t Want
1 c. Understanding How Chronic Complainers Think

The The constant negativity of chronic complainers presents

Survival a challenge for those around them. Trying to remain

positive and productive when there’s a constant stream

Guide of complaints can try anyone’s patience. And trying to

be helpful will only backfire. So here are some essential
tips to help those who deal with chronic complainers
For Dealing With on a daily basis.

Chronic
Complainers 1 Despite the gloom, complainers don’t see themselves
as negative people. They see the world as negative
and themselves as responding to the unfortunate
circumstances of their lives.
Survival Tip #1 Never try to convince complainers
Optimists see a glass that things are “not as bad” as they seem. This will
only encourage them to come up with 10 additional
half full. Pessimists see a
misfortunes that might help you understand how
glass half empty. Chronic terrible their lives actually are.

2
complainers see a glass
that is slightly chipped, Chronic complainers are looking for sympathy and
holding water that isn’t cold emotional validation. All they really want is for you to
tell them that, yes, they’ve gotten a bad deal, and you
enough, probably because feel their pain – just not as much as they do.
it’s tap water when they
Survival Tip #2 The quickest way to get away from a
asked for bottled.
complainer is to express sympathy and then change
the subject. For example, “The printer jammed on you
again? Sorry! I know it’s hard, but I hope you can be a
trooper because we really have to get back to work.”

3 The idea that chronic complainers’ lives are filled

with tragedy is a big part of their sense of identity.
Therefore, even good advice is a threat, because what
complainers really want is for you to know they are
suffering. They will often tell you why your solution
won’t work or might even become upset because you
don’t understand how unsolvable their problems are.
Survival Tip #3 You should avoid offering advice or
solutions and stick to sympathy. However, there are
situations where a problem is obviously very real. In this
case, offer sympathy followed by brief but clear advice,
and it will probably be accepted and appreciated.

B Read the article. Find the boldfaced word that matches each definition.
gloom backfire
1. lack of hope 4. have the opposite effect to what was intended
2. bad things that happen misfortunes 5. damaged because a small piece has broken off chipped
3. your idea of who you are sense of 6. proof that something is true or real validation
identify
60 UNIT 10 The art of complaining