Your app closes every time you open it. When you ask for help, name the device, describe the error and say what you have already tried.
The Big Idea
DEVICE → ERROR → ATTEMPT → HELP
Ten useful phrases
1. My phone won’t connect to Wi-Fi.
Name the device and the connection that is failing.
2. The app keeps closing.
Say what you were doing just before the app closed.
3. I can’t sign in.
“Sign in” means access an existing account.
4. I’m seeing an error message.
Read the exact wording aloud, leaving out any private information.
5. It started this morning.
A starting time helps distinguish a new problem from an ongoing one.
6. I’ve already restarted the device.
Tell the support worker what you have actually tried.
7. Could you show me what to do?
Ask for a demonstration when the instructions feel unfamiliar.
8. Can you explain that step again?
Name the part you missed: “Which menu do I open?”
9. Will this delete my files?
Ask before agreeing to a reset or removal.
10. How can I prevent this problem?
Finish by asking what to do if the same thing happens again.
Real-world conversation
Customer: “My laptop won’t connect to Wi-Fi.”
Support worker: “Have you tried restarting it?”
Customer: “Yes, but I still see an error message.”
Support worker: “Let’s check the network settings together.”
Four Finger Rule
WANT TO: State your goal.
HAVE TO: Explain the important facts.
NEED TO: Ask for a specific action or answer.
MIGHT: Prepare for a delay, mistake, or clarification.
Before You Go — Mission
Practise the dialogue with a partner. Change one detail and ask them to repeat the next step. Finish by saying: “Just to confirm…”
Practical tip
Never share passwords or one-time security codes with an unverified support agent. Back up important data before resets.
Stop memorizing English. Start using it.
Learn it. Prepare for it. Go use it.
Keep practising
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