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Flashcards in Complaints Deck (8)
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1
Q

roles of complaints

A
  1. epxress displeasure/dissaproval/threat/blame
  2. hold hearer accountable for an offense
  3. confront problem to improve it
  4. to ‘trouble share’ (social function of bonding)
  5. to open conversation (social opener)
2
Q

direct vs indirect complaints

A

DIRECT= address complainee resposnible for offense

INDIRECT=to open conversation and establish solidarity

3
Q

structure of direct complaints

A
  1. explain purpose/warn that complain will happen
    i. e. “I want to talk to you”
  2. complain: “My grade is too low”
  3. request repair or solution; ‘Could I resit?”
  4. Request non-reoccurence: “i hope this does not happen again”
4
Q

other aspects of direct complaints (what makes it more or less intense)

A

–> depersonalizing the problem to reduce intensity/transfer blame from person to problem

–> use of mitigators/downgraders: kind of, possibly

–> use of upgraders: quite, really, terrible

–> accepting partial responsibility for problem

5
Q

complaint: patterns of responses

A
  1. commiseration (agreement and reassurence)
  2. no response/switch topic (terminating complaining)
  3. question (challenging or clarifying validity)
  4. contradiction (rejecting complaint)
  5. joke/tease (diffuse)
  6. advise/lecture
6
Q

non verbal complaints

A

gaze, gestures tone and posture used

7
Q

gender aspects of complaining

A

men: give more advice and think rationally
wmomen: commisterate more and provide emotional support

8
Q

germans vs brits in complaining

A

germans:
more direct
more upgraders/intensifors
tend to attach identity to behaviour