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How to Learn Basic English (Chinese Edition) | Lesson No.027 | Problems and Solutions | 问题与解决

Series ID: EDKS-BASIC-ZH-0027 · Lesson No.027 · 零基础英语第二十七课 · Pre-A1 → A1

Problems and Solutions | 问题与解决

There’s a problem. This isn’t working. I ordered the blue one, but this is black. What can we do?
出了一个问题。这个不能正常使用。我订的是蓝色的，但这个是黑色的。我们可以怎么办？

Problem-solving English is built from language you already know: negatives, questions, past time, requests, comparison and clarification. The important new skill is sequence.

解决问题的英语并不是一套完全新的词汇，而是把前面学过的否定句、问句、过去时间、请求、比较和澄清，排成一条有效流程。

The loop is simple: state → evidence → request → option → action → check → escalate if needed.

Chinese Edition Hub · 中文版入口 · ← Lesson No.026 · Forms and Personal Information

The problem-solving map | 问题解决路线

  • There’s a problem.
  • Something is wrong.
  • It isn’t working.
  • This is not what I ordered.
  • I can’t find…
  • I didn’t receive…
  • The price is different.
  • Can you check?
  • What can we do?
  • Is there another option?
  • Can you replace/change/refund…?
  • Let’s try…
  • Is it working now?
  • The problem is still there.
  • Can I speak to someone else?
  • Can you escalate this? — recognition language
  • reference number / case number
  • staying factual and polite

1. There’s a problem | 有问题

  • There’s a problem.
  • I have a problem with my order.
  • There’s a problem with the payment.

Name the system or object after with.

2. Something is wrong | 有些不对

  • Something is wrong.
  • Something is wrong with this machine.

Use this when you know the result is wrong but cannot yet name the exact cause.

3. It isn’t working | 不能正常工作

  • The card isn’t working.
  • The link isn’t working.
  • The machine isn’t working.

State the failure before guessing the cause.

4. I can’t open it | 打不开

  • I can’t open the file.
  • I can’t open the door.
  • I can’t open the link.

5. I can’t log in | 无法登录

  • I can’t log in.
  • My password isn’t working.

Do not share real passwords or verification codes while asking for help.

6. I can’t find… | 找不到

  • I can’t find my booking.
  • I can’t find the file.
  • I can’t find Platform 3.

This pattern works in digital and physical situations.

7. I didn’t receive… | 没收到

  • I didn’t receive the email.
  • I didn’t receive the item.
  • I didn’t receive the confirmation.

8. This isn’t what I ordered | 不是我订的

  • This isn’t what I ordered.
  • I ordered blue, but this is black.
  • I ordered two, but I received one.

Contrast expected vs actual.

9. The price is different | 价格不一样

  • The price is different.
  • The label says twenty dollars, but the total is twenty-five.

10. The time changed | 时间变了

  • The meeting time changed.
  • The train time changed.
  • The new time doesn’t work for me.

11. The room/platform changed | 地点变更

  • The room changed.
  • The platform changed from 3 to 6.

12. It’s missing | 少了

  • One item is missing.
  • The attachment is missing.
  • My name is missing from the list.

13. It’s broken | 坏了

  • The handle is broken.
  • The screen is broken.

broken is stronger and more specific than simply not working.

14. It’s damaged | 损坏

  • The box is damaged.
  • The item arrived damaged.

15. It’s too late / early | 太晚 / 太早

  • The delivery is too late.
  • The appointment is too early for me.

16. It doesn’t fit | 不合适 / 不合身

  • The jacket doesn’t fit.
  • This size is too small.

17. Give evidence | 提供证据

Useful evidence language:

  • The receipt says…
  • The message says…
  • The screen shows…
  • The label says…
  • I received this email yesterday.

Facts make repair easier.

18. Expected vs actual | 预期 vs 实际

  • I expected two items, but I received one.
  • The booking says 3 PM, but the message says 4 PM.

This structure makes the mismatch clear.

19. Can you check? | 可以检查吗？

  • Can you check this?
  • Can you check the price?
  • Can you check my booking?

20. Can you help me fix this? | 可以帮我解决吗？

  • Can you help me fix this?
  • Can you help me understand what happened?

21. What can we do? | 可以怎么办？

  • What can we do?
  • What are my options? — recognition language

Use this when you need solution choices.

22. Is there another option? | 有别的选择吗？

  • Is there another option?
  • Is there another train?
  • Is there another size?

23. Can I change it? | 可以更换吗？

  • Can I change the time?
  • Can I change the booking?
  • Can I change this item?

24. Can you replace it? | 可以替换吗？

  • Can you replace this?
  • Can you send a replacement? — recognition language

25. Can I exchange it? | 可以换货吗？

  • Can I exchange this for a larger size?
  • Can I exchange this item?

26. Can I get a refund? | 可以退款吗？

  • Can I get a refund?
  • How will the refund be sent? — recognition language

Actual rights and policies depend on the situation and jurisdiction.

27. Can we move it? | 可以改期吗？

  • Can we move the meeting to Friday?
  • Can we change the appointment?

28. Let’s try… | 我们试试……

  • Let’s try again.
  • Let’s restart it.
  • Let’s use another card.

Useful collaborative solution language.

29. Try again | 再试一次

  • Please try again.
  • Can I try again?

30. Restart | 重新启动

  • restart the computer
  • restart the app

Only follow technical instructions you understand.

31. Refresh | 刷新

  • refresh the page
  • try refreshing the page

32. Use another… | 换一个……

  • Use another card.
  • Try another browser.
  • Take another train.

33. Check the result | 检查结果

  • Is it working now?
  • Did that work?
  • Is the problem fixed?

34. It works now | 现在好了

  • It works now.
  • Yes, that’s fixed.
  • Everything is okay now.

35. The problem is still there | 问题还在

  • The problem is still there.
  • It still doesn’t work.
  • I still can’t log in.

36. Still | 仍然

still tells us the problem continues after an attempt.

  • It’s still wrong.
  • The train is still delayed.

37. Can I speak to someone else? | 可以找其他人吗？

  • Can I speak to someone else?
  • Can I speak to a manager?
  • Can I speak to support? — recognition language

Escalation can be polite and factual.

38. Escalate | 升级处理

escalate is useful recognition language in support contexts.

  • Can you escalate this issue?

39. Case / reference number | 案件号 / 参考编号

  • case number
  • reference number
  • ticket number

Keep the number if you need to follow up.

40. Follow up | 跟进

  • I’m following up on my request.
  • I’m calling about reference number 12345.

Use fictional numbers in practice.

41. When will this be fixed? | 什么时候能解决？

  • When will this be fixed?
  • When should I check again? — recognition

42. What happens next? | 下一步是什么？

  • What happens next?
  • What do I need to do next?

43. Stay factual | 保持事实

Compare:

  • This is terrible! — emotional but vague
  • I paid for two items, but I received one. — specific

Specific facts make action easier.

44. Stay polite | 保持礼貌

  • Could you check, please?
  • Thank you for looking into this. — recognition phrase
  • I understand. What can we do next?

Politeness does not mean giving up your request.

45. Say what outcome you need | 说明想要的结果

  • I need the correct item.
  • I need a new appointment time.
  • I need access to the file.

46. Shopping problem | 购物问题

Problem: wrong size.
Evidence: receipt shows medium.
Request: exchange for large.
Check: confirm new size.

47. Travel problem | 出行问题

Problem: train cancelled.
Request: Is there another train?
Option: take bus.
Check: confirm departure time.

48. Work problem | 工作问题

Problem: attachment missing.
Request: Can you resend it?
Check: confirm receipt.

49. Form problem | 表格问题

Problem: date rejected.
Evidence: format says DD/MM/YYYY.
Solution: correct format.
Check: submit again.

50. Technology problem | 技术问题

Problem: link not working.
Request: Can you send a new link?
Check: open new link.

51. Mandarin transfer: 出问题了 | There’s a problem

  • 出问题了。 → There’s a problem.

52. Mandarin transfer: 不对 | wrong / not correct / different

  • 价格不对。 → The price is wrong.
  • 时间不对。 → The time is not correct.
  • 和原来不一样。 → It’s different from the original.

Choose the English adjective that matches the actual issue.

53. Mandarin transfer: 怎么办？ | What can we do?

  • 怎么办？ → What can we do?
  • 我下一步要做什么？ → What do I need to do next?

54. Reading practice A: wrong order | 阅读 A

Mei orders a blue jacket in size small. The parcel arrives with a black jacket in size medium. Mei checks the receipt and takes a photo of the label. She contacts the shop and says, “I ordered a blue jacket in small, but I received a black jacket in medium. Can I exchange it for the correct item?”

  1. What did Mei order?
  2. What arrived?
  3. What evidence does she check?
  4. What solution does she request?

55. Reading practice B: cancelled train | 阅读 B

David’s 7:20 train is cancelled. He asks the station staff, “Is there another train to the airport?” The next direct train is at 8:10, but there is an earlier route with one change. David asks, “Which option arrives first?”

  1. What is the problem?
  2. What is David’s first question?
  3. What two options are available?
  4. What does he compare?

56. Reading practice C: missing attachment | 阅读 C

Anna receives an email saying, “Please complete the attached form.” There is no attachment. She replies, “Thank you. I received your email, but the attachment is missing. Could you send the form again?” The sender replies with the file. Anna checks that it opens before continuing.

  1. What is missing?
  2. Does Anna accuse the sender?
  3. What does she request?
  4. What does she check afterwards?

57. Writing practice: problem report | 写问题报告

Use five lines:

  1. There is a problem with…
  2. I expected…
  3. But I received/saw…
  4. Could you…?
  5. Please confirm…

58. Speaking practice: service repair | 服务修复口语

Customer: Excuse me, there’s a problem with this item.
Staff: What’s wrong?
Customer: I ordered medium, but this is large.
Staff: Would you like to exchange it?
Customer: Yes, please.

59. Escalation practice | 升级处理

Learner: We tried that, but the problem is still there.
Staff: I see.
Learner: Can I speak to someone who can help with the next step?

60. Error clinic | 常见错误诊所

ErrorBetter EnglishWhat broke?
This have problem. ✗There’s a problem with this. ✓existence frame
It no work. ✗It isn’t working. ✓negative verb frame
I order blue but come black. ✗I ordered blue, but I received black. ✓past/event clarity
What can do? ✗What can we do? ✓subject missing
Can change another? △Can I exchange it for another one? ✓request structure

61. First weak link diagnosis | 第一个卡点诊断

  • I feel something is wrong but cannot state it → problem sentence.
  • I state problem but no evidence → expected vs actual.
  • I complain but don’t request an outcome → request language.
  • I get an option but cannot compare → choice/comparison.
  • I try a fix but don’t check → result confirmation.
  • first-line help fails and I freeze → polite escalation.

62. Retrieval lab | 提取练习

  • 出了问题。 → ______
  • 这个不能用。 → ______
  • 我没收到确认。 → ______
  • 这不是我订的。 → ______
  • 可以检查一下吗？ → ______
  • 还有别的选择吗？ → ______
  • 可以换货吗？ → ______
  • 现在好了吗？ → ______
  • 问题还在。 → ______
  • 下一步是什么？ → ______

Suggested answers: There’s a problem. / This isn’t working. / I didn’t receive the confirmation. / This isn’t what I ordered. / Can you check, please? / Is there another option? / Can I exchange it? / Is it working now? / The problem is still there. / What happens next?

63. Ten-minute daily practice | 每天十分钟

2 minstate problem说明问题
2 minevidence证据
2 minrequest/options请求选择
2 mincheck result检查结果
2 minone repair role-play口语

64. Seven-day training cycle | 七天训练

Day 1problem sentences问题
Day 2expected vs actual对比
Day 3check/help requests请求
Day 4options/exchange/change选择
Day 5try/check/still结果
Day 6escalate/follow up升级跟进
Day 7three-scenario repair综合任务

65. Self-test: 30 questions | 30 题自测

  1. Translate: 出了问题。
  2. Translate: 这个不能正常工作。
  3. Translate: 我打不开文件。
  4. Translate: 我无法登录。
  5. Translate: 我找不到预订。
  6. Translate: 我没收到邮件。
  7. Translate: 这不是我订的。
  8. Translate: 少了一个商品。
  9. Ask someone to check.
  10. Ask what you can do.
  11. Ask for another option.
  12. Ask to change the time.
  13. Ask to exchange an item.
  14. Ask for a refund.
  15. Suggest trying again.
  16. Ask if it works now.
  17. Say the problem is still there.
  18. Ask to speak to someone else.
  19. Translate reference number.
  20. Ask what happens next.
  21. Correct: This have problem.
  22. Correct: It no work.
  23. Correct: What can do?
  24. Give one expected-vs-actual sentence.
  25. Give one shopping problem.
  26. Give one travel problem.
  27. Give one work problem.
  28. Give one technology problem.
  29. Write a five-line repair message.
  30. Complete a one-minute repair dialogue.

Answer key | 答案

1 There’s a problem; 2 This isn’t working; 3 I can’t open the file; 4 I can’t log in; 5 I can’t find the booking; 6 I didn’t receive the email; 7 This isn’t what I ordered; 8 One item is missing; 9 Can you check, please?; 10 What can we do?; 11 Is there another option?; 12 Can we change the time?; 13 Can I exchange it?; 14 Can I get a refund?; 15 Let’s try again; 16 Is it working now?; 17 The problem is still there; 18 Can I speak to someone else?; 19 reference number; 20 What happens next?; 21 There’s a problem with this; 22 It isn’t working; 23 What can we do?; 24–30 answers vary.

66. For parents and teachers | 给家长和老师

Teach repair as a sequence, not a list of complaint phrases. The learner should move from fact to requested outcome.

Use fictional receipts, bookings, emails and error screens. Do not expose real account or financial information.

For Mandarin speakers, encourage complete English problem sentences rather than fragments copied from Chinese word order.

Teach polite escalation as a normal tool. The learner can be respectful and still ask for a solution.

67. Final real-world challenge | 最终真实任务

  1. State five different problems.
  2. Give evidence for each.
  3. Ask for a check.
  4. Ask for an alternative.
  5. Ask for exchange/change/refund when appropriate.
  6. Try one solution.
  7. Check the result.
  8. State that the problem continues.
  9. Escalate politely.
  10. Complete a two-minute problem-solving interaction.

Next: Lesson No.028 | 下一课

The first twenty-seven lessons have built many separate tools. Lesson 028 combines them into real-life missions, diagnoses the first weak link, and shows how to review without starting again from zero.

Lesson No.028 · Review and Real-Life English · 复习与真实英语

Reference floor: British Council A1 Elementary · British Council LearnEnglish · Cambridge Essential Grammar in Use A1–B1.