1.2 On Saying ‘Please’

About the writer:

Alfred George Gardiner was an English journalist, editor and author. His essays, written under the alias "Alpha of the Plough", are highly regarded. He started his literary career as a journalist. At age of 37, he was appointed editor of the Daily News. He made regular contributions to the Daily News, The Manchester Evening News etc. His essays are uniformly elegant, graceful and humorous. ‘The Pillars of Society’, ‘Pebbles on the Shore’, ‘Many Furrows and Leaves in the Wind’ are some of his best known writings. His uniqueness lies in his ability to teach the basic truths of life in an easy and amusing manner. He rai the question of morality in everyday life.

                                 On Saying "Please" is really worth reading to bring a change in our social behaviour. Here, one can enjoy the writer's meticulous  selection of vocabulary  and complex structures. It sets a challenge  in front of the readers to find contextual references of the words and phrases.

Title: The title ‘On Saying ‘Please’ gives us a hint that the topic is related to manners. We should know the importance of saying ‘ please’ to others. Good manners make us a socially accpeted person. It makes healthy relationship between individuals.

Ice Breakers:

1) List the words of courtesy that we use in our daily life. Explain the purpose of using each.

Answer:

Words and purpose:-

1) Thank you – To express gratitude

2) Excuse me – To take permission to go ahead or to ask something

3) Pardon me – To ask to repeat the words

4) May I – To take permission

5) Yes / No sir – To agree or disagree with respect - man

6) Yes / No madam - To agree or disagree with respect - woman

7) You are welcome – To accept the expression of gratitude

8) Mention not – Reply to thank you, need not to say thank you.

9) I am sorry – To tell someone that you are ashamed for hurting them, to say disagree, to oppose other’s view politely

10) My pleasure- To tell you are happy to help or do favour

2)

3) Etiquette and manners are very important for a person to live in the society. Read the following and write if it is appropriate or inappropriate.

New words:-

Undoubtedly - known for certain to be so

Discourtesy - not polite, rudeness

assault and battery - an attack which includes not only threats but the actual use of violence

burglar - thief who breaks into houses shops etc with the intention of stealing

retaliate - to do something bad to someone who has done something bad to you

assailant - an attacker

legislate - to make a law or laws

violence - action or feeling that causes damage, unrest etc

to box - to fight with the fists (closed hands)

haughty - a high opinion of oneself and often a low position of others

boorish - rude, uncultured

laceration - hurt feelings

slur - a cause of blame

redress - remedy, set right

vanity - pride

brooding over - spend time thinking anxiously or sadly about something

equilibrium - balance (of the mind, emotions)

bullied - threatened

insolent - very rude

henpecked –a husband who always does what his wife tells him to do

black eye – dark coloured skin around somebody’s eye ehere he or she has been hit

endorse - official agreement to the decision

martyrdom - the death or suffering of a martyr

morose - unhappy, very sad and ill tempered

Decalogue - the Ten Commandments

Verdict - judgement

intercourse - communication, conversation

resentment - anger

ordeal - difficult or painful experience

knave - a dishonest person

cheerfully - happily

squared - having no doubt, settled

countenance - a person’s face or expression

treading - pressing down something with foot

assured - confident

inexhaustible - unlimited ,can never be finished

solicitous - caring or concerned, giving helpful care

irradiated - (here) spread or produced

uncouth - impolite, unrefined

benediction - a blessing

conciliatory - trying to win friendly feelings

panegyric - a speech or piece of writing praising someone highly

moral affront – insult, disrespect

boor - a rude insensitive person

Summary:

Good manners add value to human life. They make our days pleasant as well as the people who we come in contact with. Words of courtesies such as "thank you" and "please" win us friends and make the passage of our life smooth. Though good manners are an asset to one's life, there are no penalties or legal consequences for bad manner.

The young lift-man in a City office who threw a passenger out of his lift the other morning and was fined for the offence was undoubtedly in the wrong.

It was a question of 'Please'. The complainant entering the lift, said, 'Top'. The lift-man demanded 'Top-please' and this concession being refused he not only declined to comply with the instruction, but hurled the passenger out of the lift.

This, of course was carrying a comment on manner too far.

Discourtesy is not a legal offence, and it does not excuse assault and battery. If a burglar breaks into my house and I knock him down, the law will acquit me, and if I am physically assaulted, it will permit me to retaliate with reasonable violence.

And whatever our sympathy with the lift-man, we must admit that the law is reasonable. It would never do if we were at liberty to box people's ears because we did not like their behaviour, or the tone of their voices, or the scowl on their faces. Our fists would never be idle, and the gutters of the City would run with blood all day.

The law does not compel me to say 'please' or to attune my voice to other people's sensibilities any more than it says that I shall not wax my moustache or dye my hair or wear ringlets down my back. It does not recognize the laceration of our feelings as a case for compensation. There is no allowance for moral and intellectual damages in these matters.

This does not mean that the damages are negligible. It is probable that the lift-man was much more acutely hurt by what he regarded as a slur upon his social standing than he would have been if he had a kick on the shins, for which he could have got a legal redress.

The pain of a kick on the shins soon passes away but the pain of a wound to our self-respect or our vanity may poison a whole day. I can imagine that lift-man, denied the relief of throwing the author of his wound out of the lift, brooding over the insult by the hour, and visiting it on his wife in the evening as the only way of restoring his equilibrium.

For there are few things more catching than bad temper and bad manners. When Sir Anthony Absolute bullied Captain Absolute, the latter went out and bullied his man, Fag, whereupon Fag went out downstairs and kicked the page boy.

Probably the man who said 'Top' to the lift man was really only getting back on his employer who had not said 'Good morning' to him because he himself had been henpecked at breakfast by his wife, to whom the cook had been insolent because the housemaid had answered her back'.

We infect the world with our ill humours. Bad manners probably do more to poison the stream of the general life than all the crimes in the calendar. For one wife who gets a black eye from an otherwise good natured husband there are a hundred who live a life of martyrdom under the shadow of a morose temper. But all the same the law cannot become the guardian of our private manners.

No Decalogue could cover the vast area of offences and no court could administer a law which governed our social civilities, our speech, the tilt of our eyebrows and all our moods and manners. But though we are bound to endorse the verdict against the lift-man most people will have a certain sympathy with him.

While it is true that there is no law that compels us to say 'Please', there is a social practice much older and much more sacred than any law which enjoins us to be civil. And the first requirement of civility is that we should acknowledge a service.

It is a very vulgar mind that would wish to command where he can have the service for asking, and have it with willingness and good feeling instead of resentment.

I should like to 'feature in this connection my friend, the polite conductor. By this discriminating title, I do not intend to suggest a rebuke to conductors generally. On the contrary, I am disposed to think that there are few classes of men who come through the ordeal of a very trying calling better than bus conductors do.

Here and there you will meet an unpleasant specimen who regards the passengers as his natural enemies - as creatures whose chief purpose on the bus is to cheat him, and who can only be kept reasonably honest by a loud voice and an aggressive manner.

But this type is rare - rarer than it used to be. I fancy the public owes much to the Underground Railway Company, which also runs the buses, for insisting on a certain standard of civility in its servants and taking care that that standard is observed. In doing this it not only makes things pleasant for the travelling public, but performs an important social service.

It is not, therefore, with any feeling of unfriendliness to conductors as a class that I pay a tribute to a particular member of that class. I first became conscious of his existence one day when I jumped on to a bus and found that I had left home without any money in my pocket.

Everyone has had the experience and knows the feeling, the mixed feeling, which the discovery arouses. You are annoyed because you look like a fool at the best and like a knave at the worst. You would not be at all surprised if the conductor eyed you coldly as much as to say, 'Yes I know that stale old trick.

Now then, off you get.' And even if the conductor is a good fellow and lets you down easily, you are faced with the necessity of going back and the inconvenience, perhaps, of missing your train or your engagement.

Having searched my pockets in vain for stray coppers, and having found I was utterly penniless, I told the conductor with as honest a face as I could assume that I couldn't pay the fare, and must go back for money. 'Oh, you needn't get off: that's all right', said he.

All right', said I, but I haven't a copper on me. 'Oh i'll book you through, he replied. 'Where do you want to go ?' and he handled his bundle of tickets with the air of a man who was prepared to give me a ticket for anywhere from the Bank to Hong Kong.

I said it was very kind of him, and told him where I wanted to go, and as he gave me the ticket I said, 'But where shall I send the fare?' 'Oh, you'll see me some day all right', he said cheerfully, as he turned to go. And then, luckily, my fingers, still wandering in the corners of my pockets lighted on a shilling and the account was squared. But that fact did not lessen the glow of pleasure which so good-natured an action had given me.

A few days after, my most sensitive toe was trampled on

rather heavily as I sat reading on the top of a bus. I looked up with some anger and more agony, and saw my friend of the cheerful countenance. 'Sorry, sir', he said. 1 know these are heavy boots.

Got'em because my own feet get trod on so much, and now I'm treading on other people's. Hope I didn't hurt you, sir, He had hurt me but he was so nice about it that I assured him he hadn't. After this I began to observe him whenever I boarded his bus, and found a curious pleasure in the constant good nature of his bearing.

He seemed to have an inexhaustible fund of patience and a gift for making his passengers comfortable. I noticed that if it was raining he would run up the stairs to give some one the tip that there was 'room inside'. With old people he was as considerate as a son, and with children as solicitous as a father.

He had evidently a peculiarly warm place in his heart for young people, and always indulged in some merry jest with them. If he had a blind man on board it wasn't enough to set him down safely on the pavement.

He would call to Bill in front to wait while he took him across the road or round the corner, or otherwise safely on his way.

In short, I found that he irradiated such an atmosphere of good temper and kindliness that a journey with him was a lesson in natural courtesy and good manners.

What struck me particularly was the ease with which he got through his work. If bad manners are infectious, so also are good manners. If we encounter incivility most of us are apt to become uncivil, but it is an unusually uncouth person who can be disagreeable with sunny people.

It is with manners as with the weather. 'Nothing clears up my spirits like a fine day', said Keats, and a cheerful person descends on even the gloomiest of us with something of the benediction of a fine day. And so it was always fine weather on the polite conductor's bus, and his own civility, his conciliatory address and good humoured bearing infected his passengers. In lightening their spirits he lightened his own task. His gaiety was not a wasteful luxury, but a sound investment.

I have missed him from my bus route of late; but I hope that only means that he has carried his sunshine on to another road. It cannot be too widely diffused in a rather drab world.

And I make no apologies for writing a panegyric on an unknown bus conductor.

If Wordsworth could gather lessons of wisdom from the poor leech gatherer 'on the lonely moor,' I see no reason why lesser people should not take lessons in conduct from one who shows how a very modest calling may be dignified by good temper and kindly feeling.

It is a matter of general agreement that the war has had a chilling effect upon those little every day civilities of behaviour that sweeten the general air. We must get those civilities back if we are to make life kindly and tolerable for each other.

We cannot get them back by invoking the law. The policeman is a necessary symbol and the law is a necessary institution for a society that is still somewhat lower than the angels. But the law can only protect us against material attack. Nor will the lift man's way of meeting moral affront by physical violence help us to restore the civilities.

I suggest to him, that he would have had a more subtle and effective revenge if he had treated the gentleman who would not say 'Please' with elaborate politeness. He would have had the victory, 

not only over the boor, but over himself, and that is the victory that counts.

The polite man may lose the material advantage, but he always has the spiritual victory. I commend to the lift-man a story of Chesterfield. In his time the London streets were without the pavements of today and the man who 'took the wall' had the driest footing.

'I never give the wall to a scoundrel,' said a man who met Chesterfield one day in the street. 'I always do', said Chesterfield, stepping with a bow into the road. I hope the lift man will agree that his revenge was much more sweet than if he had flung the fellow into the mud.

Margin Questions :

1. Why is it not possible for the law to become the guardian 
     of our private manners?
Ans:
No, law cannot enforce civility. Unfortunately, law can be enforced only in specific instances of violation of human rights as spelt out in our Constitution. The law can be enforced only when there is physical violence. But the law cannot enforce or compel one to say 'please' or 'thank you' which would come under etiquette and not rule. The law does not consider the hurting of our feelings as a case for compensation. The law does not have any compensation for moral and intellectual damage. The law cannot become the guardian of our private manners.

2) How can we keep the machine of life oiled and running
     sweetly?
Ans:
“Please” and "Thank you” are the small change with which we pay our ways as social beings. They are the little courtesies by which we keep the machine of life oiled and running sweetly.

3) The public owes to the Underground Railway Company
     because . . . . .
Ans:
owes much to the Underground Railway Company, which also runs the buses, for insisting on a certain standard of civility in its servants and taking care that standard is observed. In doing this it not only makes things pleasant for the travelling public, but performs an important social service.

4) According to the conductor, what are the stale old tricks ?
Ans: According to the conductor, the stale of old tricks are: 

1) when any passenger says that he has forgotten his wallet. 

2) When a passenger doesn't have a money for fare but he tries to fumble his pocket for ticket.

BRAINSTORMING:
(AI) (i) Form groups and explain the following words with examples. You can take help of your teacher.
• Humility    • Courtesy   • Empathy   • Self-esteem   • Generosity
• Gratitude  • Sympathy
             
Ans: 1) Humality: 
The quality of not being proud because you are aware of your bad qualities:
He doesn't have the humility to admit when he's wrong.
They might be very rich, but it wouldn't hurt them to show a little humility.

2) Courtesy:
Polite behaviour, or a polite action or remark:
You might get along better with your parents if you showed them some courtesy.
[ + to infinitive ] He could at least have had the courtesy to say sorry.
The president welcomed her visitors with the usual courtesies.

3) Empathy:
the ability to share someone else's feelings or experiences by imagining what it would be like to be in that person's situation:
He loves children and has a certain empathy with them.

4) Self-esteem:
Belief and confidence in your own ability and value:
The compliments she received after the presentation boosted her self-esteem.
She suffers from low self-esteem and it prevents her from pursuing her goals.

5) Generosity:
A willingness to give help or support, esp. More than
is usual or expected:
She is admired for her generosity.

6) Gratitude:
The feeling or quality of being grateful:
deep/eternal gratitude She sent them a present to show/express her gratitude.
Take this as a token of my gratitude for all your help.

7) Sympathy:
(An expression of) understanding and care for someone else's suffering:
The president has sent a message of sympathy to the relatives of the dead soldiers.
I don't have much sympathy for her - I think she's brought her trouble on herself.

(ii) Have a Group Discussion on the topic The need of soft skills at work place'. Use the following points.
(a) Written and verbal communication
(b) Ways of interacting with others
(c) Creative abilities
(d) Emotional intelligence
Ans:                                The need of Soft Skills:
It is hard to say which soft skills are most important, because it will vary by situation. However, this list is broadly what employers mean when they talk about 'good soft skills'. They are, therefore, the skills that are most likely to enable you to build constructive working relationships with others, or to be a constructive and helpful employee.

a) Written and verbal communication:
                      Written and verbal Communication skills are almost always high on the "essential skills' list in any job advertisement.
People with strong communication skills can build relationships (from the initial rapport-building through to a longer-term relationship). They can listen well and vary their communication to suit the circumstances. They avoid misunderstandings, and in general make any workplace work better.   

          
b) Ways of interacting with others:
                                      
Skills such as active listening, collaboration, presenting ideas and communicating with colleagues are all highly valued in the modern workplace. Strong soft skills ensure a productive, collaborative and healthy work environment, all crucial attributes for organisations in an increasingly competitive world.

c) Creative Ability:
Creativity is a broad ability incorporating many different skill sets including other soft skills and technical skills. Employees with creativity can find new ways to perform tasks, improve processes or even develop new and exciting avenues for the business to explore. Creativity can be used in any role at any level.

d) Emotional Intelligence:
                         Emotional intelligence is a learned ability to identify, experience, understand, and express human emotions in healthy and productive ways.
Emotional intelligence is known in educational settings as social/emotional learning. Whatever term you prefer, the concept is the same: to help individuals learn to use their emotions in a positive, constructive way. Emotional intelligence skills form the base of competencies that all soft skills are built upon.

`(ii) Select the most appropriate sentences which suggest the theme of the essay.
(a) The essay tells us about courtesy, civility, morality, responsibility and control
(b) The essay explores the difficulties that can be incurred by an individual when dealing with the public.
(c) One can keep one's peace of mind without having to lower themselves to the level of the perceived offender.
(d) People with low self-esteem are generally difficult to work with and they look down upon others to get a feeling of superiority.
                            
Ans: (a) The essay tells us about courtesy, civility, morality, responsibility and control.

(A2) (i) Read the text and state whether the following statements are True or False.
Correct the False statements.
(a) Bitter problems in day-to-day life can be solved by sweet words. - True

(b) Great wars could have been avoided by a little courtesy. - True

(c) Observance of etiquette in a normal situation is important but more important is their observance when the situation is adverse. - True

(d) Words like 'please' and 'thank you' help us in making our passage through life uneasy. - False
Correction - Words like 'please' and 'thank you' help us in making our passage through life easy.

(e) The law permits anybody to use violence, if another person is discourteous. - False
Correction:- Law does not permit anybody to use violence, if another is discourteous.

(ii) Select the most appropriate sentences which suggest the theme of the essay.
(a) The essay tells us about courtesy, civility, morality, responsibility and control.
(b) The essay explores the difficulties that can be incurred by an individual
when dealing with the public.
(c) One can keep one’s peace of mind without having to lower themselves to
the level of the perceived offender.
(d) People with low self-esteem are generally difficult to work with and they
look down upon others to get a feeling of superiority.
Ans: (a) The essay tells us about courtesy, civility, morality, responsibility and control.

(iii) (a) Find the reasons for the lift-man's uncivilized behaviour.
Ans: The writer guesses that perhaps the passenger was hurt by his employer,who had not wished him good morning. The employer may have been henpecked by his wife to whom to cook had been insolent. The cook was angry perhaps because the housemaid was rude. So, there probably was a chain reaction which ended up with with the lift-man being hurt.
                                                          Or  
In this case ,the lift- man probably felt that the passenger behaviour was a slur upon his social standing. Therefore, he felt the pain more acutely than he were kicked or had been physically assaulted.

(b) List the people and their behaviour that made the passenger rude 
      and ill-mannered.

Ans:
* Housemaid: She had answered back to Cook, And she became so 
                          insolent to Boss's wife.

* And the Wife of the Boss henpecked her husband (Boss). 

* And the Boss who was hearted by his wife did not say good morning 
   to the passenger. 

* And here the Passenger felt insulted by his act. So he rudely said 
   "Top" to the Liftman.

* And the Liftman also felt himself insulted so at the end he threw him 
   out of the lift.

(iv) Good manners are required in our daily life for making our social contacts more cooperative and friendly. Illustrate the behaviour of the polite conductor with different people in various situations.

Ans:

(v)  Discuss and write the impact of good temper and kindliness on 
       the society in the light of the good-mannered conductor.
Ans: Humans are the most social species in this planet, we have the most developed emotions and moral values, in comparison with the other species in the world. That's why we have to maintain a good social lifestyle. To maintain a good social lifestyle, we have to be well mannered to others. Bad tempers and aggressive personality can totally ruin our social lifestyle. That's why good temper and behaviour is very important for us.

(vi) 'A modest calling can be made dignified by good temper and 
        kindly feeling'. Explain the statement with examples.
Ans: There is no law against bad manners. But it is also true that law cannot teach anybody to be civil. The peaceful co-existence is only possible with the help of good temper and kindness. Small gestures

can bring smile on the face of the person. For example, the liftman did not demand anything impossible but just a courtesy please to be added to the instruction given to him. For the passenger also it was not a tall claim which was not possible for him to fulfil. A small gesture from him for somebody lower in social status than him, could have solved the matter amicably. But the matter was dragged into a bitter ego clash leading to a fine imposed on the liftman for physical violence. The tolerate. hitter og ultimate victim was probably the liftman's dependant wife who had no choice but to Similarly, the bus conductor had every right to throw the writer out of the bus as he did not have money to pay his fare. But he avoided the ugly scene and allowed him to travel. When he trampled on the writer's foot with his heavy boot, he was quick to apologise. Thus discourteousness might not be a legal offence but it is definitely a moral offence which can be easily rectified by practising restraint, courtesy. But we need to groom ourselves for achieving all these qualities.

(vii) The service of the police is necessary for the implementation of  law in our society. Do you think you require this service for good social environment? Discuss.

Ans: Social work as a discipline has made progress in many areas, including school social work, military social work, and mental health, to name a few.Conversely, police social work has seen a reduction in advancement within the last three decades. Police departments and social workers have traditionally worked together to deal with community problems. In fact effective prevention, intervention, and stabilization require more than police action and goes beyond the capability of any single agency. Studies show that social services provision has always been a key part of policing, operating alongside service to victims of crimes and the enforcement of the law against offenders. The purpose of this study is twofold: (1) to explore whether police departments in the state of provide social services to crime victims and witnesses and to residents seeking social service assistance in non-crime situations; and (2) to explore strategies for hiring social workers within the agency, and to enhance effective collaboration with the new hires during specific types of responses to interventions, such as mental health crises and domestic violence. A case study design methodology, specifically involving in-depth interviews of 40 state police chiefs and the utilization of documentations are employed in this study.

(A3) (i) • He committed the crime in broad daylight (not bright daylight or  narrow darkness).
             • I had a cup of strong tea (not rich tea).
             • The fast train is coming (not quick train).
                                         Such words or group of words which habitually occur together and thereby convey meaning by association are called collocations. A collocation is a combination of words in a language that often go together.

Ans: The word big is often used in collocations with a happening or event, for example:

• Collocations beginning with well.

(ii) Sometimes while using a word in a sentence, we have to change its word class. We can make several more words from the root word. 

      We can make several new words from the root word.

       I asked Sumit to _ _ _ _ _ _ _ my pencil for me. (sharp).

       I asked Sumit to sharpen my pencil for me.

Now read the following sentences and use the words given in the brackets.

Change the word class and rewrite the sentences.

(a) Leena was eating a very_ _ _ _apple and obviously enjoying it. (crunch)

  Leena was eating a very crunchy apple and obviously enjoying it.

(b) This picture looks _ _ _ _ _ _ _ _. (colour)

      This picture looks colourful.

(c) I’m afraid that your behaviour is just not _ _ _ _ _ _ _ _. (accept)

      I’m afraid that your behaviour is just not acceptable.

(d) I like my elder brother. He is very_ _ _ _ _ _ _ _ _ . (help)

      I like my elder brother. He is very helpful.

(iii) Register often refers to the degree of formality of language, but

       in a more general sense it means the language used by a 

       group of people who share similar work or interest, such as 

      doctors or lawyers.

      Imagine that your Principal or teacher is coming. When you 

      meet him, you would never say,

     'Hey, dude ! What's up?'

     This is a formal situation, so you would say 'Good morning, Sir'.

      In every situation, you use an appropriate expression according 

      to the person. The language you use, when you meet someone 

     depends on their age, position etc. There are formal and informal

     registers in spoken and written language.

Write appropriate expressions and words which you have to use while facing an interview.

(a) May I come in ?

(b) Good morning / afternoon

(c) I am sorry. Would you please repeat the question?

(d) I wanted to thank you before I leave. 

(e) I hope you will give me a chance to work under your guidance.

                                                        OR

Key Sentences to Introduce Yourself at a Job Interview in English

1. Good morning afternoon. My name is ________and I want to thank 

     you for this opportunity.

2. Hello! My name is _______ and it's a pleasure for me to be here.

3. Good morning/afternoon. I'm _______ and I want to thank you 

     for taking me into consideration for this position.

4. Hello! My name is _______ and I'm glad you called me because 

     I really want to work for this company.

5. Hi! My name is _______ and I'm here because I think I have the 

    profile you're looking for.

6. Hello! My name is ________ and first of all I want to congratulate 

    you for making this company capable of offering a top quality service!

*Asking Someone to Repeat a Question

7. I'm sorry. Would you please repeat the question?

8. Excuse me, I didn't hear you. Can you please say that again?

9. Would you please say that again?

10. Could you please repeat the question and speak a little bit harder?

11. Sorry, I didn't understand you. Could you please say that again?

12. I'm sorry, I didn't hear the last part. Can you repeat it, please?

* Emphasizing Your Strengths

13. I think I'm the right choice for this job because I know how to...

14. My (mention a set of skills relevant for the job) will allow me to do this easily.

15. I'm very good at and that's why I think I'll be able to handle this position. (Fill the blank space with the one you consider is your best strength.)

16. I'd love to work here because I __________

17. I think my _____, my _____, and my ____ make me perfect for this job.

18. I can say my top 3 skills are: _____, _____ and ______ .

*Thanking the Interviewer at the End of the Interview in English

19. Thank you very much for your time. I'll be waiting for your call!

20. I want you to know that I'm very thankful for this.

21. Before I leave I want to thank you for the opportunity. I hope we see each other again soon!

22. I wanted to thank you before I leave. I hope I have the profile you're looking for.

23. It was a pleasure meeting you and then again I want to thank you for having me here!

24. I want to thank you one last time and I'll be expecting your call!

You are writing a letter of complaint. List the proper expressions that you would like to write.

(a) I disagree.

(b) I feel I must complain to you about.

(c) I wish to get replacement.

(d) We look forward to dealing with this matter without delay.

(e) Feel that your company should consider an appropriate refund.

(f) I wish to draw your attention about .....

                                                             OR

LETTER OF COMPLAINT

• I am writing to complain about.

• I am writing to express my concern about the fact that...

•I must complain in writing about...

• I feel I must complain to you about..

. I wish to complain in the strongest terms about...

COMPLAINT – other useful phrases:

• Poor standard of service/slow service 

• No accommodation/Travel delays/Rather rude staff 

• Badly scratched/dented wrapping/packaging 

• To claim/demand for a refund 

• Defective/faulty goods/defective item/machine 

• The... may need replacing 

• To restore an item to full working order...

• I am enclosing the broken radio in this package; please send me a replacement..

• I am returning ... to you for correction of the fault/for inspection/repair/servicing I am asking for/I wish to get a replacement

• You said that... I feel sure there must be some mistake as I am sure the

COMPLAINTS - ending :

• I do not usually complain, but, as an old customer, I am sure you 

   will be interested in my comments.

• We look forward to dealing with this matter without delay.

• I feel that your company should consider an appropriate refund.

• I would be grateful if you would send me a complete refund 

   as soon as possible 

• We feel there must be some explanation for this delay and expect 

    your prompt reply.

• Will you please look into this matter and let us know the reason for ...

• Thank you for your assistance.

• I look forward to hearing from you at your earliest convenience.

• I am returning the damaged goods/items... and shall be glad if you will replace them.

• Please look into this matter at once and let me know the delay.

• Please check your records again.

• Thank you for your cooperation in correcting this detail...

Ans:

A legal offence is a punishable offence and is considered as a crime by thejudiciary. It is universal. (in a country) eg= murder or assassination A moral offence depends on person to person. One may find something morally offensive other may not. This is not a punishable offence. Eg= badmouthing about a person behind their backs.

(v) Find out the meanings of the following phrases. Use them in your own sentences.

(a) give and take : a situation in which two people, groups etc. respect each others rights and needs / a free exchange of ideas or opinions.

Sentence: In every friendship there has to be some give and take.

     We were simply told what to do – there wasn't any give-and-take.

(b) a black eye : an area of dark-coloured skin around somebody's eye where  he/she has been hit. /  an area of skin around the eye that has gone dark because it has been hit.

Sentence: He got a black eye in the fight.

             He had a fight at school and came home with a black eye.

(c) lower than the angels : less than perfect

Sentence: He made himself lower than the angels.

              You have made him a little than the lower the angels.

(d) knock someone down : to hit someone so that the person become           conscious. / to hit someone or something forcefully so that it falls down, or falls to a lower place.

Sentence: His fall from the ladder knocked him out.

   Try not to knock the fence down when you back out of the driveway.

Ans:

(A4) (i) Edit the given paragraph using a/an/the wherever necessary.

              (Answers are highlighted)

             Rakesh is a/an ideal son who remains devoted to his father 

            as he grows professionally to become a/the famous doctor. 

            As his father grows old, he takes care to spend time with 

            his father, bringing him tea in a/the morning and taking

            him out for a/the walk in an/the evening.

(ii) Spot the errors in each of the following sentences and correct 

      the incorrect ones.

(a) Radha brought pens and distributed them between her five children.

Ans- Radha brought pens and distributed them among her five children.

(b) Jayshree and Sujata sat besides each other in complete silence.

Ans-Jayshree and Sujata sat beside each other in complete silence.

(c) His best friend Vijay was blind within one eye.

Ans-His best friend Vijay was blind with / in one eye.

(d) One could dare to encroach on his rights.

Ans-One could dare to encroach upon his rights.

(e) She was taken with surprise when she saw the famous Taj Mahal.

Ans-She was taken by (in) surprise when she saw the famous Taj Mahal.

(f) It is not possible to exchange the goods once the sale has been completed.

Ans-It is not possible to exchange the goods after the sale has been completed.

(g) Dr. Sengupta has been trying to master the craft for the last five years.

Ans-Dr. Sengupta has been trying to master the craft since the last five years.

(h) The top-ranking candidates will be appointed in senior jobs in banks.

Ans-The top-ranking candidates will be appointed to senior jobs in banks.

(i) She knows very well what is expected from her but she is unable to perform.

Ans-She knows very well what is expected of her but she is unable to perform.

(j) They will put on a note in this regard for your consideration.

Ans-They will put up a note in this regard for your consideration.

(iii) Read the following sentence.

      Santosh purchased a computer. He read the operating manual and 

      followed the instructions.

(a) He linked the monitor, keyboard and printer.

(b) He plugged in the main cable .

(c) He switched on the monitor at the back.

(d) When the light appeared on the screen, he placed the Day Disk in Drive A.

(e) He pushed in the disk until the button clicked out.

(It took about 30 seconds for the computer to load the programme.)

(f) He pressed the Drive button and the disk shot out .

(g) He replaced the Day Disk with the Document Disk.

(h) He pressed function key 7.

Convert these sentences into passive voice by filling in the blanks. The first sentence has been done as an example.

                    Firstly the monitor, keyboard and printer were linked up. 

Then the main cable was plugged in. The monitor was switched on 

at the back. When the light appeared on the screen, the disk was placed 

by him in Drive A. The disk was pushed in until it was clicked out.

It took the computer 30 seconds to load the programme. The

drive button was pressed by him and the disk shot out. The day 

disk was replaced with Document Disk. Finally, the function key 7 

was pressed by him. The word processor was then ready to use.

(A5) (i) Write a speech on 'Courtesy is the light of life' with the help of the following points.

(a) People have a good impression of you.

(b) You will be acknowledged and appreciated by all.

(c) You will be happier and contented with life.

Ans:                       Courtesy is the light of life

Dear friends, 

Good morning. You may be surprised with the topic I have chosen for this speech, for today the word 'Courtesy' seems to be an old-fashioned word for us. But it is really the light of life. I, Shivam Goswami, would like to say a few words on why I think so.

First of all, what does courtesy mean? It means good manners and polite behaviour. It means being kind and compassionate towards someone. When you are courteous, people have a good impression of you; but that is not the reason for being courteous. Politeness should be real, and not artificial.

A courteous person will be appreciated by all. People will like to spend time with him/her and find pleasure in the person's company. Someone may ask 'What is courteous behaviour"? Saying simple words like 'Please', 'Thank you', 'Excuse me' and 'Sorry' is courteous behaviour. Helping a person who has fallen is courteous behaviour. Holding the lift door open for someone is courteous behaviour. 

When a person is courteous, people are automatically courteous in return. This leads to a more polite and happier society. As I conclude, I would like to ask all of you to do something for a week : Be courteous. Then you will see the returns and realize the truth of what I am saying. Thank you for listening to me so patiently. Bye.

Or

                Respected dignitaries on the dais and the august audience. I am going to speak on an important and useful aspect of our lives 'courtesy'.

Let us imagine a situation when you board a bus, very tired and you get a place to sit. You are delighted but in the next stop, a lady boards the bus with a baby in her arms. What will you do? Courtesy demands that you up and offer the seat to the lady. This is a small gesture. You may get a place to sit in the next stop only, but your decision to consider the need of the lady more acute than yours make others feel good and also gives you a sense of satisfaction.

Courtesy literally means an act of lively and decent behaviours which are indeed the lights of life since a courteous behaviour has the ability to remove darkness.

Friends, I strongly believe that it is possible to ignore certain indecent and unpleasant situation by practicing restraint. To keep one's cool is the only way to avoid unnecessary unpleasantness. Sometimes, we may have to compromise to maintain peace but it is worth it since disturbance of peace is inviting darkness in life. A bright and sunny day is always welcome and a courteous behaviour has the power to make the atmosphere desirable. It is not a herculean task but one needs to work for it.

 Theodore Roosevelt truly said, "Courtesy is as much a mark of a gentleman as courage." May be, it is one selfish need to maintain peace and small gestures of kindness, politeness, good manners and sometimes subtle humour are powerful enough to remove the gloom of indecency and are acknowledged by all and sundry. As the saying rightly conveys, "He who plants kindness, gathers love." Thank you!

(ii) ‘Manners maketh man’ – Expand the idea in your own words with proper examples.

Ans: 

Manners maketh man

"Manners maketh Man': so goes a famous saying. In the world of today, people are judged by their manners and conduct. Manners distinguish us from animals, and make us human. A person who is courteous and considerate towards others is said to possess good manners. Such a person is respectful to his superiors, courteous to his equals and sympathetic towards his subordinates. He always shows concern for the well-being and comfort of others. He uses words like 'Please', "Thank you! and Sorry' while talking to others; he helps senior citizens and those in need.

Everyone likes a person who speaks and behaves politely and treats others respectfully. Good manners cost practically nothing but can buy everything. They win us friends and help us influence people. They make the world a happier place to live in by reducing friction and avoiding tension.

When we meet a person for the first time, it is the person's courtesy which impresses us deeply. Good manners are generally taught by parents at home, and by teachers in school. Manners that are learnt during childhood generally remain with us throughout our lives. They become a part of our personality. Hence, it is desirable that good manners are instilled in children when they are very young, so that they grow up to become courteous, considerate adults.

OR

The dictionary meaning of manners is 'a sensitive awareness of the feeling of others'. It is always expected that one will treat others the way one wants to be treated. "Do unto others as you would have them do unto you" is the ethical teaching of Jesus and this is often referred to as the Golden Rule. If we cannot respect others then we cannot accept respect from others. 

Manners need to be inculcated right from the childhood. The children are like clays and they can be moulded if they are taught to be distinguished between the right and the wrong. In the process of character-building of the child the parents and the children play vital roles since "examples are better than percept." If the children see modesty, politeness, truth, honesty they will learn to acquire these qualities easily since "seeing is believing." 

For a child to grow up to be an asset to the society, he needs to have good moral conduct based on sound moral principles. Good education includes building of character also and the test of a good character is to stick to good manners at a trying time. Lack of tolerance is a big blot on the character of the person. Repentance afterwards is of no use. Thus, it is always better to remember, "The test of good manners is the ability to graciously tolerate bad manners". Manners cost nothing and are priceless but it gives a person recognition of being human'

(A6) (i) Read A. G. Gardiner's essay 'The Open Window' and compare its theme with the essay ‘On Saying ‘‘Please.’’

Ans: In On Saying Please by A.G. Gardiner we have the theme of courtesy, civility, morality, responsibility and control. Taken from his Many Furrows collection the reader realises after reading the essay that Gardiner may be exploring the theme of courtesy and the benefits of being courteous to others. The story of the lift-man and his pushing of the man out of the lift leaves two people to suffer. The lift-man who is likely to be charged by the police and the man himself who was pushed out of the lift. Though some critics might suggest the lack of courtesy shown by the man who was pushed out of the life is enough for the lift-man to take matters into his own hand. The lift-man only suffers by his actions. Whereas if he had taken the moral high ground and continued to be polite to the man. He may have in fact changed the man’s approach to him. By showing civility the narrator argues that more is to be gained than if one is ill-mannered or ill-tempered towards another person. If anything the lift-man has lost his peace of mind and possibly his freedom.

The narrator’s example of the conductor is also interesting as the conductor at all times appears to take the higher moral ground despite what he may think of his passengers on the. He never judges anyone and is apologetic when he makes a mistake. Something that is noticeable when he stands on the narrator’s feet. Though an accident the conductor ensures that he apologies and that no offence can be taken. This may be important as Gardiner may be suggesting that just as the lift-man lost his patience and peace of mind. The conductor on the other hand remains morally upright. He is sensible enough to know when he has made a mistake and when he must apologize. Unlike the lift-man who has taken matters personally and as a result has broken the law. Which takes precedence over any ill-mannered approach that one may receive from another person. Legality takes precedence over moral laws in the eyes of society and one is left to deal with a perceived moral injustice by themselves without the support of the law. As to whether the reader agrees with this is a different matter as loss of peace of mind over a moral slight can result in the law being broken or others who are innocent being effected.

Gardiner may also be exploring the difficulties that can be incurred by an individual when dealing with the public. The lift-man acted inappropriately while the conductor on the other hand is wise enough to know that it is better to be sweet to each passenger than to offend them. Not only does the conductor keep his peace of mind but he also ensures that he is not responsible for breaking the law. Though the conductor may feel like doing so. In contrast the lift-man and the conductor are two very different types of people. The lift-man loses control because he feels slighted in some way. That he may be deemed by the man entering the lift as being inferior to him. While the conductor on the other hand does not lose control of his emotions. Rather he continues to be polite, well-mannered and civil to all his passengers. It is by losing control that the lift-man faces the more serious charge of breaking the law. Morally the law is not responsible for how the lift-man has been treated. The law only deals with issues of a legal nature.

It is also clear to the reader that the happier of the two men is the conductor. The lift-man having lost control acts irresponsibly. Whereas if he takes the higher moral ground that is shown by the conductor. He still keeps his peace of mind and acts morally superior to the man who did not say please. Which leaves the reader realizing that regardless of how one is morally treated by another person. The path to follow is not to retaliate or query an indiscretion that may have been felt but to rise above the indiscretion and maintain one’s dignity. At all times ensuring that one can keeps one’s peace of mind without having to lower themselves to the level of the perceived offender. Something which may be difficult to accomplish though worth the effort. As matters of gratitude can have an effect not only on the offended party but also to those in the offended party’s circle. Something which only leads to further disruption and misfortune to an individual. Despite themselves being innocent of any law that they perceive may be broken. In reality it is better for a person to overcome how they might feel having been slighted morally and to take the higher moral ground.

(ii) ‘Nothing clears up my spirits like a fine day’ - Keats. Collect the

information of the poet Keats and write it in your notebook.

Ans:  John Keats was an English poet known for his romantic lyrics. He was a very important figure in the second generation of Romantic poets, Keats grew up in difficult circumstances and found solace in art and literature. He was a voracious reader. 

Keats searched for perfection in his poetry and hence marked it with vivid imagery and sensuous appeal. Within poetry, he expressed philosophy through classical legend. Ironically, Keats reputation grew much after his death. In his short life of just 25 years, Keats etched a name for himself in the world renowned poets.

(A7) (i) Soft skills are required in all walks of life including careers and industries. They are increasingly becoming the essential skills of today's work force.

Soft skills are an integral part of finding, attracting and retaining clients also. Highly developed presentation skills, networking abilities, and etiquette awareness can help you win new clients and gain more work.

The following are considered the most important soft skills.

(ii) Following are the institutions where you will get the courses related to soft skills.

(a) Indian Institute of Management, Ahmedabad, Gujarat

 

(b) Indian School of Business Management, Hyderabad

 

(c) XLRI- Xavier School of Management, Jamshedpur

 

(d) Indian Institute of Foreign Trade, New Delhi

( Note : Students can find out the names of more institutions from the internet.)

Jobs available at -

• Customer service centre

 

• Management schools

 

• Hotel industry

( Note : Students can find out the names of more institutions from the internet.)

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Model Activity Sheet:

Q. Read the extract and complete the activities given below. (12)

 The young lift-man in a City office who threw a passenger out of his lift the other morning and was fined for the offence was undoubtedly in the wrong. It was a question of 'Please'. The complainant entering the lift; said,'Top'. The lift-man demanded 'Top-please' and this concession being refused he not only declined to comply with the instruction, but hurled the passenger out of the lift. This, of course was carrying a comment on manner too far. Discourtesy is not a legal offence, and it does not excuse assault and battery. If a burglar breaks into my house and I knock him down, the law will acquit me, and if I am physically assaulted, it will permit me to retaliate with reasonable violence. It does this because the burglar and my assailant have broken quite definite commands of the law, but no legal system could attempt to legislate against bad manners, or could sanction the use of violence against something which it does not itself recognize as a legally punishable offence. And whatever our sympathy with the lift-man, we must admit that the law is reasonable. It would never do if we were at liberty to box people's ears because we did not like their behaviour, or the tone of their voices, or the scowl on their faces. Our fists would never be idle, and the gutters of the City would run with blood all day.

A1. True or False                                          (2)

Rewrite and state whether the following sentences are true or false.

i)The writer favours the step taken by the lift-man.

ii) Discourtesy is hardly a legal offence.

iii) According to the writer, the law is not irreasonable.

iv)The passanger said Top-please to the lift-man.

A2. Describe.                                                 (2)

Describe the incident in the lift in about 50 words.

A3. Locate.                                                     (2)

Locate the lines which prove the following statement.

“The law acquits any reasonable retaliation in self defence.”

A4. Personal Response.                                 (2)

Write any four polite expressions you use in your day-to-day life.

A5. Do as directed.                                        (2)  
                                                                                                              

i) We did not like their behaviour.        

     (Make it affirmative)

ii) I knock him down.

    (Change the Voice)

A6. Vocabulary.                                             (2)

Fill in  the blanks with appropriate words given in the bracket and rewrite the sentences.

(reasonable, attempt, concession, sympathy)

i) He had taken a very ----------- to get success.

ii) It was a -------------- measure to support the decision.

iii) A man without -----------in heart is like a stone.

iv) The students’ applied for the ------------ in the fees.

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