Module 12 of 12 · 药房中文 Pharmacy
沟通难题 Problems and Hard Conversations
Talk through the hardest moments at the counter in Mandarin: shortages, mistakes, complaints, refusals and crises, calmly and honestly.
By the end of this module you can…
- Explain shortages and delays, and offer options.
- Respond to an error honestly: apologize, check, fix and report.
- Calm an angry customer, and set a respectful limit.
- Say no when you must, with dignity and a way forward.
- Say the words that get help fast in a crisis.
Key vocabulary
Fourteen words from this module. Tap the speaker to hear each one.
Problems
- 缺货quē huòOut of stock
- 出错chū cuòTo make a mistake
- 拿错药ná cuò yàoTo get the wrong medicine
- 少了shǎo leMissing, short
- 召回zhào huíRecall
- 太早tài zǎoToo early
- 投诉tóu sùComplaint; to complain
- 着急zháo jíAnxious, impatient
Making it right
- 道歉dào qiànTo apologize
- 抱歉bào qiànSorry (formal)
- 理解lǐ jiěTo understand (feelings)
- 解决jiě juéTo solve, resolve
- 负责fù zéTo take responsibility
- 主管zhǔ guǎnSupervisor, manager
Ten core phrases
The lines from this module’s take-home phrase sheet. In the course you can print them on one page for your pocket.
- 非常抱歉，让您久等了。Fēi cháng bào qiàn, ràng nín jiǔ děng le.I’m very sorry to have kept you waiting.
- 我理解您着急，我们一起想办法。Wǒ lǐ jiě nín zháo jí, wǒ men yì qǐ xiǎng bàn fǎ.I understand you’re worried. Let’s find a way together.
- 非常抱歉，这个药现在缺货。Fēi cháng bào qiàn, zhè ge yào xiàn zài quē huò.I’m very sorry, this medicine is out of stock.
- 我们可以帮您转到有货的药房。Wǒ men kě yǐ bāng nín zhuǎn dào yǒu huò de yào fáng.We can transfer it to a pharmacy that has it in stock.
- 非常抱歉，这是我们的错。您吃了没有？Fēi cháng bào qiàn, zhè shì wǒ men de cuò. Nín chī le méi yǒu?I’m very sorry, this is our mistake. Have you taken any?
- 我们重新数一下。确实少了的话，核对记录后给您补上。Wǒ men chóng xīn shǔ yí xià. Què shí shǎo le de huà, hé duì jì lù hòu gěi nín bǔ shang.Let’s recount. If any really are missing, we’ll check our records and make it up.
- 请您小声一点，我们慢慢说，我一定尽力帮您。Qǐng nín xiǎo shēng yì diǎn, wǒ men màn màn shuō, wǒ yí dìng jìn lì bāng nín.Please lower your voice a little. Let’s talk it through, and I’ll do my best to help you.
- 这个处方我们需要先跟医生确认。Zhè ge chǔ fāng wǒ men xū yào xiān gēn yī shēng què rèn.We need to confirm this prescription with the doctor first.
- 谢谢您告诉我。您现在安全吗？Xiè xie nín gào su wǒ. Nín xiàn zài ān quán ma?Thank you for telling me. Are you safe right now?
- 谢谢您的耐心。下次来，我在的话可以直接找我。Xiè xie nín de nài xīn. Xià cì lái, wǒ zài de huà kě yǐ zhí jiē zhǎo wǒ.Thank you for your patience. Next time, if I’m here, ask for me.
What’s in Module 12
- Part 1 · Warm-UpWarm-Up: Hard Days at Work
- Part 2 · The Words for ProblemsReading the PinyinSaying 拿错药 vs. Writing 用药差错Vocabulary · Flash CardsFive Problems at the Counter
- Part 3 · Making It RightThe Out-of-Stock ScriptCalm First, Then SolveKey PatternsWhen We Get It WrongMissing Tablets and Wrong CountsCalming an Angry Customer
- Part 4 · Hard Answers and CrisesSaying No With RespectRecalls and Discontinued MedicinesA Crisis at the Counter
- Part 5 · Complaints & ClosingWhat Customers SayEnding Well After a ProblemThree Lines to Know
- Part 6 · Role-PlayRound 1 · Guided ConversationRound 2 · Controlled PracticeRounds 3, 4 & 5 · Independent
- Part 7 · Knowledge CheckModule 12 Knowledge Check
- Part 8 · Wrap-UpModule 12 HomeworkTake-Home Phrase SheetModule 12 Wrap-Up · 下次见
Practice it properly
The full module adds dialogues, role-plays, pronunciation drills and a Knowledge Check. Pass the check to earn a certificate of completion you can add to LinkedIn.