Do people in your country complain a lot what about

XXII. Match the steps 1-5 from the learning routine with the explanations a-e.

1.LISTEN

2.EMPATHIZE

3.APOLOGIZE

4.REACT

5.NOTIFY

a.show that you understand how customer is feeling

b.tell management about the problem

c.don’t interrupt when the customer explains the problem

d.promise to do something

e.say “sorry”

XXIII. Complete the sentences with the words from the text:

1.To complain, especially about something which does not seem important is to …

2.A business that is controlled in a way that produces good results is a …-…. business.

3.If a person doesn’t usually get emotional or excited about things he is ….

4.A person skilled in something or who gives an advice is ….

5.A usual or fixed way of doing things is …

6.A detailed plan for achieving success is …

7.A detailed study of a subject, especially in order to discover (new) information is …

8.To say or do something as a reaction to something that has been said or done is to …

XXIV. Find English equivalents of the Russian words below in the text:

1.Требовательный, привередливый (para 1)

2.Создавать шумиху (para 2)

3.Важная проблема (para 2)

4.Издалека, вокруг да около (para 2)

5.Улучшение качества обслуживания (para 3)

6.Прямой, непосредственный ( para 3)

7.Отвечать на жалобы (para 4)

8.«возмещение, восстановление услуг» (para 4)

9.Сеть отелей (para 4)

10.Разбираться, справлять с жалобами (para 4)

XXV. Answer the questions:

1.What did team of Chris Voss find about service quality in Britain?

2.Who is more critical Americans or British?

3.What can help to improve service quality?

4.What service recovery strategy is mentioned in the article?

5.How do employees of Ritz hotel chain apologize to their customers?

XXVI. Discussion points:

1.Do you think LEARN is helpful in handling complaints from customers? Why/why not?

2.Do people in your country complain a lot? Why? Are people’s complaints always handled?

3.Have you ever companied about bad service? Did it help?

4.How would you describe the quality of service in your country?

GRAMMAR

В английском языке, как и в русском, прилагательные (качественные) образуют две степени сравнения: сравнительную и превосходную.

Подавляющее большинство односложных прилагательных образуют степени сравнения с помощью простых форм:

Сравнительная степень образуется при помощи суффикса –er,

При этом соблюдаются следующие правила:

1 В односложных прилагательных, оканчивающихся на одну согласную с предшествующим кратким гласным звуком, конечная согласная буква удваивается (чтобы сохранить закрытость слога):

Дата добавления: 2015-11-16 ; просмотров: 66 | Нарушение авторских прав

Why Do People Complain? (Try To Avoid These 9 Reasons)

Why Do People Complain

It is easy to complain, everyone does it. It might be small and unimportant, but chances are you complain about something daily. But why exactly do people complain?

People complain for a number of different reasons, but some of the more common ones are outlined below:

We review these nine common reasons on why people complain in more detail throughout the rest of this article.

1. People Complain Because They Are Pessimistic

Some people are just pessimistic. The glass is always half-empty, instead of half-full. Based on the previous scenarios and experiences they have encountered, they expect everything to fail.

Nothing is ever good enough, and they believe everyone is out to get them. They might have had a few bad bounces in the past with various scenarios in life, and now everything moving forward is complaint worthy.

Constant complaints and pessimism can be quite draining to anyone, especially an optimistic person.

If you are working hard to chase your dreams and achieve your goals, chances are you won’t be spending much time with these individuals.

2. People Complain Because It Helps To Reduce Expectations

When tasked with something of importance, some people complain to reduce their own expectations or those of others, of what the final product will look like before putting in a real effort.

In a work environment, individuals may complain that the deadline is too close, or the budget is too small for the job. By complaining, they reduce expectations that they will be able to complete the task successfully as intended.

As a result, when they do end up finishing the job, expectations have been lowered, so they aren’t judged as hard on their shortfalls. Instead, they are congratulated on their efforts despite a short deadline and small budget.

Another example in a college setting could be a student complaining that a professor made the exam too difficult for the material that was taught. By complaining, the student reduces their expectations and those of others, of getting a good grade on the exam.

As a result, they have a reason to push the blame onto someone else if they were to receive a poor grade. However, the real reason is they received a poor grade was because of their lack of effort to study and prepare for the exam.

3. People Complain Because It Takes Responsibility Off Of Them

In team environments, you’ll find a lot of people who aren’t real team players, complain about other team members to shift the focus off of them. They might be insecure about their performance in the team environment, and instead of owning up to the mistakes they made, they push the blame onto someone else.

Regardless of whether it is a team environment or not, complaining is a popular method that individuals use to take the responsibility off them.

4. People Complain Because It Is An Easier Alternative Than Putting In The Effort

Achieving anything of value in life takes a considerable amount of time and effort. At some point, you are required to put the work in so you can accomplish your goals. However, putting the work in is by no means an easy task.

It is no surprise that the most successful people in the world are few and far between. Successful people stand within a small crowd because they were able to dig deep during the tough times and go the extra mile that others would not. They put in the effort and work that others weren’t willing to.

For many people, it is easier to complain. Complain about the lack of results, complain about the sacrifices they have made, complain about the unfair advantage others have, complain about anything they can think of instead of putting in the effort.

If only they were to realize that if they spent their time working instead of complaining, they would be much closer to achieving their goals.

5. People Complain Because It Creates Excuses For Failure Or Lack Of Achievement

It is quite common for individuals to create excuses when they have failed, or if they have struggled to reach the level of achievement that they intended to.

For many people, it is easier for them to look for reasons or excuses on why they weren’t successful than being able to admit that they are to blame for the shortfalls.

Do you ever hear successful individuals complain? No, you don’t, because they don’t make excuses for their failures. They recognize they fell short on what they were trying to accomplish and it is only them who can change the outcome next time around.

6. People Complain Because They Need To Vent Their Frustrations

Maybe one of the most common forms of complaining is venting. People vent because they have been bottling up emotions over a situation for an extended period.

At some point, they need to let those emotions out and get it off their chest so they can move on.

It could be about the horrible day they had at work, the unrealistic demands of their boss, the unfair timelines for college or university assignments, or the lack of support they are receiving from their spouse.

Most individuals only vent to those that they feel close to and comfortable with. Therefore, it is no doubt that you typically only hear your spouse, partner, family member, or close friends vent to you.

They feel comfortable enough to share those emotions with you, complain about their situation, and maybe even ask for advice.

While it is important to be there for those that you feel closest to, it isn’t always the best feeling when someone is venting to you. Especially when it is a recurring and ongoing theme.

7. People Complain Because It Is A Good Conversation Starter

As crazy as it sounds, complaining is a good conversation starter. Especially with someone that you don’t know very well, but recognize that you have common ground with a specific complaint.

Humans can naturally bond over similar activities or interests. These interests can be things that they enjoy such as an interest in running, or hobbies, or tv shows, or a favorite sports team.

Alternatively, the activities and interests that individuals bond over can also be about frustrations or things they don’t enjoy such as their boss, specific parts of their job, or how their significant other annoys them.

Many people begin to complain as a way of starting a conversation. In fact, many great friendships or relationships have started by bonding over complaints.

8. People Complain Because They Don’t Know How To Work Hard

Some individuals may have been given an easier route in life, or maybe they are just a bit more privileged than some people. I’m sure someone comes to mind as you read this.

It isn’t that you are jealous of them, but everything seems to have been given to them or comes too easy.

For most people in this scenario, they come from successful and usually well-off parents. Of course, parents want to give their children everything, but like anything in life, too much of something can be a disservice.

Because the children haven’t really had to work for anything, they don’t know what it means to work hard, put in the effort, and overcome obstacles to achieve something meaningful.

Usually, it is just handed to them on a plate. When the time comes for them to work hard, they don’t have the skillset or knowhow to do so, and as a result, they complain. Unfortunately, these individuals often carry this trait with them throughout their life until they are able to overcome obstacles to achieve something significant.

Similar scenarios can be observed with individuals who are naturally smart and require little effort to excel in school. There always comes a time, usually in college or university, where their natural ability is no longer enough for them to excel as easily as they once did.

They complain because they don’t immediately understand a concept. Furthermore, they don’t have the skillset to work hard to study and learn the concept because they have never required these skills in the past.

9. People Complain Because It Is A Bad Habit

Finally, for many people, complaining is a habit. And typically, when something is a habit, you do it as if it is second nature, you might not even realize that you are doing it.

It can be tough to be around these kinds of individuals because everything has a negative spin on it. They complain about the weather, politics, friends, family, work, and even the activities they do for fun.

As mentioned above, most people don’t realize they complain as much as they do. If you spend a lot of time around someone like this, kindly let them know the impact that their constant complaints have on you.

You don’t need this negativity in your life as you are working hard at achieving your goals, and optimistic about what the future holds.

The realization that there are 86,400 seconds each day. What are you doing today, so that tomorrow you are a step closer to where you want to be? If not now, then when?

Talk about a thing you complained something ( but finally got a good result)

You should say:

Sample:

● Well, I am a kind of person who usually does not like to complain a lot.

● But when something is not done in the right way, I feel it’s my duty to get it corrected, because complaining about it will make sure that it does not happen again.

● Today, I would like to talk about a situation when I complained about a service and eventually got it corrected

● It happened during last month when I had to get my account statement from the bank, which I needed for applying my visa

● When I reached the bank in the morning, the officer told me that the bank’s printer was broken.

● He asked me to come back again the next day.

● When I went to the bank the next day he again told me the same reason.

● I requested them to get it fixed as it was an urgent requirement for me, but the bank officials did not seem to bother much about it.

● So I decided to file a complaint with the higher authorities.

● I came back home, opened the bank’s website and sent an email to the bank management at their headquarters

● I immediately got a call back from them and they said they will take strict action against this complaint.

● I thanked them and went again to the bank.

● To my surprise, as soon as I entered the bank, the manager came to me with my account statement.

● They had got the printer fixed immediately after my complaint.

● I came to know that a lot of other people were also suffering because of this issue.

● The manager asked me to take my complaint back as senior management issued a notice to him for not listening to the customers, but I refused to do the same.

● I told him it is his responsibility to look after the customers and listen to their problems.

● He then apologised for it and promised me that in future he will take great care about it.

● So this was a time when I complained about something and got a good result.

Part 3 – Follow Up Questions

1.When do people usually complain?

People usually complain when they have been inconvenienced or face a discomfort. The other main reason for people complaining is when they have been duped or cheated by someone. There are also many people who may complain without any valid reason, as they may have a complaining attitude.

2.Can complaining help solve problems?

Yes, there are many scenarios when complaining helps solve problems. For instance, when a product/appliance/gadget stops working or malfunctions, complaining to the customer support or service helps solve the problem. There are many situations when people get duped or cheated and if they complain to the authorities, they are very likely to get justice.

3.What other measures you should take to solve problems rather than complain?

Sometimes complaining is not the best solution to problems that we face. For instance, the traffic problems in many cities are due to people themselves not following the traffic rules. However, complaining about it doesn’t solve it, taking steps and initiatives at the individual level can help resolve such issues.

4.What kind of people complaint?

People who are aware of their rights and entitlements complain when they do not receive what they deserve or have been promised. However, there maybe some people

who complain without any valid/solid reason. Such people are usually unaware and do not want to take responsibility for their actions.

5.Do you usually get angry?

No, I do not usually get angry. However, there are situations which make me angry, like when I see someone doing or saying something wrong and inappropriate. Sometimes reading or watching the news about crimes, corruption, and terrorist attacks and innocent people losing their lives makes me angry.

6.Do you think customers’ complaints will improve product or services?

Yes, definitely. Every company knows that the customer is the king nowadays. If they get a complaint, they listen to it and try to improve. If they improve only then they retain their customers.

7. Is it necessary for companies to set up customer service?

Yes, it is necessary for companies to set up customer service. They have to listen to their customers. Positive feedbacks, as well as negative feedbacks are important for every company.

8. Are there any disadvantages to set up customer service?

Yes, sometimes some rival company may misuse and put up negative things just to spoil the name of the company.

9. Would you buy things in the shops in which you have made complaints before?

If my complaint has been listened to satisfactorily then I would go there again. This means they care for their customers.

10. What product or services do people in your country like to complain about?

People complain about everything that doesn’t live up to their expectations. Supposing, someone has paid a heavy amount for some product or service and they don’t get back what they expected, they complain.

Why People Complain and What We Can Do About It

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Know any chronic complainers? You may want to pass this on to them … and if it’s you, read on.

I think it’s natural for people to complain. Everyday we’re faced with a lot of reasons to complain: we’re not tall enough, we don’t have the latest and greatest, it’s too hot, it’s too cold, they get everything handed to them, they shouldn’t be doing this they should be doing that, etc.

Having the occasional complaint is fine. To expect a life without complaining (by you or others) is unrealistic.

Why we complain and what we can do about it

What can we do about it?

Don’t just moan about it do something!

A change in perspective could also be helpful when we’re complaining about what we don’t have or how we don’t measure up. First of all we shouldn’t spend so much time comparing ourselves to others in the first place but if you do why is always with people who have more? Why not compare with those who aren’t as fortunate as you. Look around you and really see what you have. There are a lot of people who would love to be in your position. Which leads me to my final point …

When we complain it’s usually because we’re so focused on what we’re lacking in certain aspects of our lives. The easiest way to curb our own complaining is to focus on the positive and go with the flow.

Do you have any other ideas on why we tend to complain and what we can do about it to make it stop?

Do people in your country complain a lot what about

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IELTS Speaking

IELTS Speaking materials

What kinds of hobbies are common in your country?

What kinds of hobbies are common in your country?

Well actually, there is quite a mixed type of hobbies that are common in my country.

Yet, I imagine that the most popular one (pass time activity) would probably be reading books. The thing with reading is that it is a good way to enhance worldview and enrich life experience.

In addition to this, the second widespread hobby may well be travelling. The unique aspect of this kind of hobby is that there are a lot of sightseeing places that are worth to visit in my country.

There are the usual things like collecting coins, swimming, listening to music, but they are not as usual as the two I mentioned above.

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