Unit -II - Problem Solving & Recommendations

Grammar&Vocabulary: Abbreviations & Acronyms, Tenses, Subject -Verb Agreement,

Active, Passive and Impersonal Passive Voice Listening: Listening to anecdotes, stories &
event narration. Speaking: Narrating personal experiences / events, Extempore, Story-Telling
Reading: Reading Editorials; and Opinion Blogs. Writing: Letter writing (Complaint Letter,
Response to complaint), Recommendations
Part-A
1. Abbreviations & Acronyms
An abbreviation is a shortened form of a word. You can also use them in place of long or
cumbersome phrases to make your sentences easier to read.
The most common abbreviations include:
1. Mr. = Mister
2. Sr. = Senior
3. Jr. = Junior
4. Dr. = Doctor
5. Engg. –Engineering.
6. Apt.- Apartment.
7. App.- Appointment.
8. Av.- Avenue.
9. Ltd.- Limited.
10. hr.- hour.
11. Asst.- Assistant.
12. ft.- feet.
13. temp.- temporary.
14. min.- minute.
15. st.- street.
16. sq.- square.
17. no.- number.
18. Rtd.- retired.
19. advt.- advertisement.
20. fig.- figure.
21.e.g.- example.
22. yd.- yard.

An acronym is a short word formed by the combination of the first letters of words
representing the name of something.
An acronym is a series of words that can be pronounced. It’s always in capital letters.
List of Common Acronyms
1. FOMO – Fear of missing out
2. PIN – Personal Identification Number
3. SONAR – Sound Navigation and Ranging
4. ZIP – Zone Improvement Plan
5. NASA – National Aeronautics and Space Administration
6. RADAR – Radio Detection and Ranging
7. UNICEF – United Nations International Children’s Emergency Fund
8. UNESCO – United Nations Educational, Scientific and Cultural Organisation
9. RAM – Random Access Memory
10. ROM – Read Only Memory
11. CAPTCHA – Completely Automated Public Turing test to tell Computers and Humans
Apart
12. LASER – Light amplification by stimulated emission of radiation
13. SIM – Subscriber Identity Module
14. LAN – Local Area Network
15. WAN – Wide Area Network
16. RAW – Research and Analysis Wing
17. NATO – North Atlantic Treaty Organisation
18. SWOT – Strengths, Weaknesses, Opportunities and Threats
19. SARS – Severe Acute Respiratory Syndrome
20. SAARC – South Asian Association for Regional Cooperation

2. TENSES
The word ‘tense’ is used to denote a characteristic of the verb in a sentence. The tense of a
verb is used to depict the particular time in which a specific event is taking place.
Present Tense
We use present tense to talk about something that is currently going on, something that is
habitually performed, or a state that generally or currently exists.
Examples:
She lives in Spain.
Bob drives a taxi.
Past tense
The past tense is used to describe an activity or an event that has happened in the past or a
past state of being and needs to include a time marker for when the event or action took
place.
Examples:
We met yesterday.
He bought a new laptop last week.

Future Tense
The future tense is a verb tense used to describe an event or action that has not yet happened
and is expected to happen in the future.
Example:
He will be here soon.
The 12 Tense Table- Rules for forming tenses

How are tenses formed?

Subtype of Tenses.
Past Continuous Tense
The past continuous tense is used to describe events or actions that have already occurred in
the past. It's employed to describe any action which has happened in the past.
Structural formula:
Subject + helping verb (was/were) + verb (ing) + object.
Examples:
I was watching TV.
We were sleeping.
Past Perfect Tense
The past perfect tense is used to describe an event that occurred before a completed action in
the past.
Structural formula:
Subject + had + verb (ed) + object.
Examples:
He had gone when she became ill.
She had not lived in New York.
They had not been married long when I was born.
Past Perfect Continuous Tense
The past perfect continuous tense represents any action or event that started in the past and
sometimes continued into another action or another time.
Structural formula:
Subject + had been + Verb (ing) + object (optional) + time of action.
Examples:
We had been playing games for 6 hours when Dad came home.
She had been reading magazines for 1 month before she decided to apply for the job.
Had she been washing dishes all day?
Present Continuous Tense
The present continuous tense is used to talk about the ongoing actions, events, or conditions
that are still not finished.
Structural formula:
Subject + helping verb (is / am/ are) + main verb (ing) + object.
Examples:
She is playing basketball.
Birds are flying in the sky.
I am learning English.
Present Perfect Tense
The present perfect tense is used to describe a situation or event that has already occurred but
has immediate ramifications. The present perfect tense can be used to describe experiences,
and situations that occurred in the past but still have an influence on the present. We don't
use it with time markers.
Structural formula:
Subject + helping verb (have/has) + verb (ed) + object.
Examples:
She has not finished her work yet.
I have seen that movie twice.
We have visited LA several times.
Present Perfect Continuous Tense
The present perfect continuous tense shows a situation that has started in the past and
continues in the present.
Structural formula:
Subject + helping verb (have/has) + been + verb (ing) + object (optional) + since / for + time
duration + object.
Examples:
I have been learning English for many years.
He has been working here since 2010.
We have been saving money.
Future Continuous Tense
The future continuous tense is used to describe an ongoing action that will occur or occur in
the future.

Structural formula:
Subject + shall/will be + verb (ing) + object.
Example:
He will be coming to visit us next week.
She will be watching TV.
He will be writing a letter to Mary.
Future Perfect Tense
The future perfect is used to describe an action that will be completed between now and a
certain point in the future.
Structural formula:
Subject + shall/will + have + verb (3rd form) + object.
Examples:
They will have finished the film before we get home.
She will have cleaned the house by 9pm.
Future Perfect Continuous Tense
We use the future perfect continuous to focus on the duration of an action before a specific
time in the future.
Structural formula:
Subject + shall/will + have been + verb (ing) + object (optional) + time instant.
Examples:
He will have been studying hard for 2 weeks before the exam.
By the time the alarm goes off, we will have been sleeping for 8 hours.
Exercises
I. Choose the correct option and fill in the blanks.
1. I __________ working all afternoon and have just finished the assignment.
a) have been b) had been c) shall be d) am
2. He __________ in the States but he still does not have a command over the
English language.
a) have been living b) has been living c) have lived d) living.
3. He __________ daily for a year now.
a) exercises b) was exercising c) has been exercising d) have been exercising.
4. The Council __________ made its decision.
a) have b) have had c) has d) having.
5. Every boy and girl __________ in the class today.
a) are present b) is present c) have present d) had present.
6. The wise leader and politician __________ assassinated.
a) are b) has been c) have been d) have had been
7. The Chief guest, with his wife, __________.
a) has left b) are leaving c) have left d) left
8.The news __________ not updated timely.
a) were b) have c) is d) are
9. They __________ into their cars and drove away.
a) has got b) have got c) gets d) got
10. Each of the four army soldiers __________ for the mission.
a) were ready b) are ready c) was ready d) have been ready.

3. SUBJECT VERB AGREEMENT

Subject-verb agreement means that a subject and its verb must be either singular or
both plural: A singular subject takes a singular verb. A plural subject takes a plural verb.
Subjects and verbs must agree in number.
Rules of Subject Verb Agreement
1. If the subject is singular, the verb must be singular too.
Example: She writes every day.
Exception: When using the singular "they," use plural verb forms.
Example: The participant expressed satisfaction with their job. They are currently in a
managerial role at the organization.
2. If the subject is plural, the verb must also be plural.
Example: They write every day.
3. When the subject of the sentence is composed of two or more nouns or pronouns
connected by and, use a plural verb.
Example: The doctoral student and the committee members write every day.
Example: The percentage of employees who called in sick and the number of
employees who left their jobs within 2 years are reflective of the level of job
satisfaction.
4. When there is one subject and more than one verb, the verbs throughout the sentence must
agree with the subject.
Example: Interviews are one way to collect data and allow researchers to gain an in-
depth understanding of participants.
5. When a phrase comes between the subject and the verb, remember that the verb still agrees
with the subject, not the noun or pronoun in the phrase following the subject of the
sentence.
Example: The student, as well as the committee members, is excited.
Example: The student with all the master’s degrees is very motivated.
Example: Strategies that the teacher uses to encourage classroom
participation include using small groups and clarifying expectations.
Example: The focus of the interviews was nine purposively selected participants.
6. When two or more singular nouns or pronouns are connected by "or" or "nor," use a
singular verb.
Example: The chairperson or the CEO approves the proposal before proceeding.
7. When a compound subject contains both a singular and a plural noun or pronoun joined by
"or" or "nor," the verb should agree with the part of the subject that is closest to the verb.
 This is also called the rule of proximity.
Example: The student or the committee members write every day.
Example: The committee members or the student writes every day.
8. The words and phrases "each," "each one," "either," "neither," "everyone," "everybody,"
"anyone," "anybody," "nobody," "somebody," "someone," and "no one" are singular and
require a singular verb.
Example: Each of the participants was willing to be recorded.
Example: Neither alternative hypothesis was accepted.
Example: I will offer a $5 gift card to everybody who participates in the study.
9. Uncountable nouns take a singular verb.
Example: Education is the key to success.
Example: Diabetes affects many people around the world.
10. Some countable nouns in English such as earnings, goods, odds, surroundings, proceeds,
contents, and valuables only have a plural form and take a plural verb.
Example: The earnings for this quarter exceed expectations.
Example: The proceeds from the sale go to support the homeless population in the
city.
11. In sentences beginning with "there is" or "there are," the subject follows the verb. Since
"there" is not the subject, the verb agrees with what follows the verb.
Example: There is little administrative support.
Example: There are many factors affecting teacher retention.
12. Collective nouns are words that imply more than one person but are considered singular
and take a singular verb. Some examples are "group," "team," "committee," "family," and
"class."
Example: The group meets every week.
Example: The committee agrees on the quality of the writing.
However, the plural verb is used if the focus is on the individuals in the group. This is
much less common.
Example: The committee participate in various volunteer activities in their private
lives.
Exercises
Fill in the blanks with the correct verb.
1. Rahul and his friends ___________ also invited to the party.
A. is B. was C. had D. were.
2. Twenty years _________ the minimum age to fill this form.
A. are B. is C. has D. have
3. A bouquet of flowers ___________ required for the event.
A. are B. have C. has D. is
4. Either of the two dresses shall ____________ good.
A. looking B. look C. looks D. looked
5. Each and every member __________ to vote.
A. has B. have C. having D. are.
6. The books borrowed from the school____ on my desk.
A. is B. are C. there D. has.
7. Bread and Butter ____ our daily food.
A. are B. is C. have D. has.
8. Plenty of mangoes and bananas____ available in this season.
A. has B. have C. is D. are.
9. Anu and Mary_____ going to the movies.
A. has B. goes C. is D. are.
10. The cat or dog _____ in the yard.
A. are B. is C. plays D. played.

4. ACTIVE, PASSIVE AND IMPERSONAL PASSIVE VOICE

The voice of a verb describes the relationship between the action and the participants.
There are three voices in the English language and they are as follows:
a) Active Voice b) Passive Voice c) Impersonal Passive Voice.

Active Voice
The active voice, in a sentence, acts as the subject in the sentence is the doer of the action.
The subject performs the action or acts upon the verb.
E.g: a) Hens lays eggs.

Passive Voice
Passive voice is used when the doer of the action is not known and the focus of the sentence
is on the action and not the subject. “By” is used when converting active to passive voice.
E.g: The eggs are laid by hens.

Impersonal Passive Voice

In this, the doer of the action is not mentioned.

E.g: The eggs are laid. (by whom is omitted).

Conversion of Active and Passive voice

Rita wrote a letter. (Subject + Verb + Object)

A letter was written by Rita. (Object) + (auxiliary verb) + (past participle) + (by subject).
A letter was written. (Object) + (auxiliary verb) + (past participle).

Changes in person
Active Voice Passive Voice
I Me
We Us
He Him
She Her
They Them
 You You
It It

Exercises
Change the following as directed.
1. The dog chased the cat.
2. The dog bit the boy.
3. The peon rang the bell.
4. Ram played hockey.
5. Miss Mary teaches us English.
6. Raj caught the ball.
7. Children like sweets.
8. Rita will take a photograph.
9. Who taught you this poem?
10. The police arrested the smuggler.

Part-B
Letter Writing
Complaint Letter/ Response to Complaint Letter
Letter writing is an essential skill. There are many types of letter like formal, informal,
business, personal.
Formal Letters, also called Business Letters or Professional Letters, are letters that are written
in a strict and specific format. Formal letters are naturally much more formal in style than
informal/friendly letters.
Formal letters can be written for a number of reasons such as,
 to express your concerns while working in a professional setup
 to provide official information across your workspace
 to order goods, to apply for employment, etc.
 to the Editor of a newspaper addressing the problems faced by various groups of
people in different areas, etc.

Format of formal letter

Sender’s address Date:

Place:

Receiver’s address

Sub:

Salutation

Body of the Letter

Closing
Complaint Letter
A complaint letter is written with the aim and hope of finding a suitable solution for a
problem that has not been addressed.
When you write a complaint letter, make sure you state the problem in a clear and concise
manner. Do not exaggerate. Explain the difficulties faced due to the problem and see to that
you address the problem on a kind note. Do not express anger or sarcasm in your letter.

Example of a Complaint Letter

You ordered for a top from a famous online store, but you received a damaged product. Write
a letter expressing your concern about the issue in about 100-150 words. Assume necessary
details.

Mr. ABC Date: 1.5.2024

XYZ colony Place: Chennai
Hyderabad

The Manager
Customer Support
Vingo. Com
New Delhi.

Sub: Complaint about wrong product received- Reg.

Sir/ Ma’am,
I had purchased a black top from your online store. I received the product today, and I tried
filing a return request as the size is smaller than the one I had ordered, and the cloth is torn on
the left side. For some reason, the return request is not being filed. The page is either getting
redirected or stuck. I have tried multiple times, and I could not go through with it. Can you
please check and let me know if the return request has been filed for the order no. 3049. If
not, kindly let me know what I should do to return the product.
I am attaching herewith photographs of the damaged portion of the top and the opening video
for your reference.
Yours sincerely
Mr. ABC.

Response to Compliant Letter

Writing a response to a complaint letter is a skill as it involves convincing the customer in all
ways possible so that we don’t lose a regular customer.

How to Respond to Customer Complaints

 Listen to or read the customer's complaint.
 Take a moment to process the criticism.
 Determine what action you'll take to address the problem.
  Thank the customer for their feedback.
 Apologize and reiterate your understanding of the issue.
 Clearly outline your plan to remedy the situation.
 Thank the customer again and offer follow-up information.
 Check to see if the customer is happy with the result.
 Incorporate changes from customer feedback.

Format for Response Letter

Sender’s Address Date:

Receiver’s address Place:

Subject: Addressing Your Customer Service Concern

Dear [Customer Name],

Thank you for bringing your recent experience to our attention. We understand that your
interaction with our customer service team was not up to our usual high standards, and we
appreciate your patience in this matter. We have taken your feedback seriously and will use it
to make improvements in our processes.

In the meantime, we would like to rectify the situation and ensure that your issue is resolved.
Please reply to this email with further details or contact our support team at [phone number],
and we will be more than happy to assist you.

Best regards,
[Your Name]
[Your Position]
[Company Name]

Useful Expressions

Acknowledging receipt of a complaint letter

 Thank you for your letter of … regarding / concerning / in connection with …
 I refer to your letter of … about / relating to …
 Apology for the error or fault
 We must apologise for …
 We sincerely apologise for …
 Please accept our apologies for …
  I would like to apologise for the error made by our company in (verb+ing)
Accepting the Complaint
 We agree that the usual high standards of our products / services were not met in this
instance.
 A short explanation of the fault
Introductory phrase
 As a result of our investigation, we found that... (Not: After our investigation...)
Causes
 The error was caused by … / was due to …
 Apparently, the problem was the result of … / resulted from …
 The cause of / reason for the mistake was …
Effects
 As a result …
 This led to …
 Consequently …
Solutions
 We have modified / changed our...
 We have implemented a system to...
 To prevent re-occurrences we have set up a verification procedure.
Assurances
 We assure you that this will not happen again.