北師大版高中英語模塊9--Unit 27(3)-5

[00:00.00]We may also fall into the trap of not listening [00:02.33]enough to what the other person has said [00:04.15]because actually we may be becoming emotional [00:05.99]too and therefore we listen less actively to [00:08.99]what the person's saying to us and they in turn [00:12.26]may not listen very well to us either so the [00:14.41]whole erm complaint may become totally out of [00:19.22]hand and we may end up completely falling out [00:21.46]with one another [00:22.65]So, that's probably why complaints [00:24.12]can be very difficult to er to handle [00:26.91]So those are the problems you might encounter [00:28.42]when you're complaining [00:29.94]How do you make a successful complaint [00:32.05]Well, the first thing to do is to think and [00:35.02]plan how you're going to voice your concerns. [00:38.25]So don't go straight in to it-- [00:39.97]you've really got to think and consider [00:42.30]what's going what needs to be said [00:44.33]Make sure the sentences are short [00:46.38]Take out any language which could be seen [00:48.20]as being emotional [00:49.68]and irritating to the other party [00:51.62]And then wait and be prepared to get a response [00:55.60]from the other person [00:56.61]whom you've made the complaint to- [00:57.99]and really listen,actively [00:59.71]to what they are saying and summarise [01:01.66]or test your understanding [01:03.10]of what they've said to make sure you totally [01:05.18]understand their point of view [01:05.18]

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