In-Depth Tips from Dr English
Dr English is the resident expert in language and communication training at Workplace English Training E-Platform (WETE). The informative and often in-depth articles below will help more advanced learners to understand and improve various aspects of their English, especially the English they need for work. You can read Dr English's tips on your PC, laptop or mobile device. These articles are only available for members of WETE. If you would like to subscribe and receive email notifications of future postings, please subscribe by clicking the Newsletter link above.
Language Considerations When Handling Complaints |
06 Jul 2021
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In circumstances of conflict and disagreement, it is very important in English to use the passive voice as much as possible. Notice:
In the active voice sentence, the stress is on ‘YOU’ which may cause that person to become angry or defensive. In the passive voice sentence, the emphasis is on the ‘I’. This is a very important way to make a situation of conflict seem less threatening. Some more examples:
It is very important when dealing with customers, that the language you use is as polite as possible. This is essential in maintaining good customer relations, but also diffuses potentially disruptive situations. Notice:
This last phrase ‘you’d better’, is something a mother might say to her child: “You’d better go and clean your room,” and NOT one that an adult uses with another adult. *Remember that the level of politeness or rudeness has much to do with your facial expression, tone, and body language. Smiling, avoiding actions like raising your voice, pointing or pounding on things is (in any culture) the best way to avoid seeming impolite.
Sometimes the easiest way to calm down an angry customer is to apologise. But different apologies suit different circumstances, depending on the seriousness of the situation:
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