Tham khảo tài liệu 'english for personal assistants - part 11', ngoại ngữ, kỹ năng viết tiếng anh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 5 Complaints How you complain can make all the difference between resolving a problem quickly and efficiently and severing a business relationship forever. When problems arise a telephone call may often be the first option in an attempt to put matters right. Make sure every word counts and that it moves the situation on to a satisfactory conclusion. Complaining by telephone The scenario Imagine you ve organised for your company to take part in an international trade fair it s a prestigious event for your company - all the movers and shapers will be there. You have liaised with the trade fair organisers and made all the arrangements the space required for the stand the location of the stand and a small meeting room for more detailed talks with potential clients. However just two days before the event you receive a plan of the exhibition hall by post and see that your stand is tucked away in a corner where few people will pass by. You had specifically requested a prominent position near the main entrance. As time is short you decide to phone the organisers to complain. You are painfully aware that you must do everything you can to secure a better position for your stand. You want to make your point forcefully yet resolve the situation to your satisfaction. Task 1 Match the strategies for complaining in the table to the PA s sentences in the phone call below. The PA s sentences are numbered so that is it easier to complete the table. The PA s part 1 does not match any of the strategies as it s just the introduction to the phone call. The strategies are in a jumbled order here. The first one has been done as an example. Strategy for complaining Number of secretary s part in the phone call A. Imply that you ve understood the solution has been agreed to. 8 B. Indirectly blame but then suggest change is still possible. C. Thank and reinforce confirmation of change. D. Guarantee change. Complaining by telephone 51 Strategy for complaining Number of secretary s part in the
