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You can find the full web article, media and transcripts for the lesson here: https://adeptenglish.com/lessons/english-conversation-7/ Polite English Conversations
How to be polite is important to us British. The British, as a rule, go out of our way to maintain polite English conversation, even when we are complaining. It’s about maintaining the high moral ground and keep up your manners. We expect people to behave in a decent and mannered way, and we notice when people are not conforming to the expected standard of polite interaction.
Take the use of “sorry” for example, it’s used so much it’s automatic, a habit. Someone might bump into you, you both would almost certainly say “I’m sorry” even though it was probably only one of you who should say it. It’s almost a cultural thing. There is no harm in saying it, your implicitly accepting that the incident was an accident and your sorry it happened.
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