MAKING AND DEALING WITH COMPLAINTS

In all countries people deal with complaints or they make complaints. Usually people show what they are feeling when they complain, but in some cultures they are less comfortable showing emotion. And in our country we use both types of complaint’s expression: calm and expressive.

If you are making a complaint, you have to check that you are talking to the right person about the problem. You’d be polite and calm, because crying can’t help you; it makes your partner more aggressive. You’d better to explain the problem and have some necessary documents. You mustn’t include unnecessary facts or details. And of course you say what you want to happen or to help.

If a telephone complaint doesn’t work, you can write a letter to the company or you can go there by yourself to decide this conflict.

When you are dealing with complaints, you must be sure that you are the right person to help with the problem. If it is not so, you give the information about who they should contact.

If you are the correct person, you have to listen attentively the problem before commenting it. You’d better to be polite, calm and apologize if it is necessary. You can jot down any important information and suggest solutions. If you don’t show any emotion, people can think that you don’t care. But if you get angry during the talking, you “lose face”, and people will not respect you.

Questions:

- In which cases do people deal with complaints?

- How do you try to avoid or escape the complaints?

- If there is a conflict what do you usually do?

- What kind of ways is more efficient to resolve the problem?

- Can you name the results of any conflict?

- make a role-play

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