MAKING COMPLAINTS IN ENGLISH: HOW TO ADDRESS DISAGREEMENTS Background Politeness is universally appreciated, even when making complaints, no matter what language a person speaks, but in learning English, some students may struggle with the formulas and functions of certain English phrases meant to politely start a conversation involving a complaint. There are a number of formulas used when complaining in English, but it's important to remember that a direct complaint or criticism in English can sound rude or aggressive. For most English speakers, it's preferred that others express their dissatisfaction indirectly, and introduce the complaint with an amicable introductory clause such as "I'm sorry to have to say this but..." or "excuse me if I'm out of line, but..." How to Start Complaints Amicably English speakers typically start their complaints with an apology or indirect reference to propriety. This is largely because politeness is a major element of English rhetoric. Some phrases that English speakers may use to start complaints politely: I'm sorry to have to say this but... I'm sorry to bother you, but... Maybe you forgot to... I think you might have forgotten to... Excuse me if I'm out of line, but... There may have been a misunderstanding about... Don't get me wrong, but I think we should... In each of these phrases, the speaker begins the complaint with an admission of error on the speaker's part, relieving some of the assumed tension between speaker and audience by letting the listener know that no one involved is blameless. Whether it be because of contrasting ideas or just because a speaker wants to say "no" nicely, these introductory phrases can be helpful to maintain respectful rhetoric in conversation. Forming a Polite Complaint After students understand the concept of introductory phrases to complaints, the next important element of conversation is keeping the complaint itself polite. Although being imprecise or vague does have its benefits when complaining, clarity and good intentions go a lot further in maintaining the cordiality of conversation. It's also important not to come across as attacking while making a complaint, so the complaint itself should start with phrases like "I think" or "I feel" to indicate that the speaker isn't accusing the listener of something as much as he or she is starting a conversation about the disagreement. Take, for instance, an employee who is upset at another for not following the company policy while working at a restaurant together, that person might tell the other "Excuse me if I'm out of line, but I feel like you may have forgotten that closing waiters need to refill the salt shakers before leaving." By introducing the complaint with an apology, the speaker allows the listener to not feel threatened and opens up a conversation about company policy instead of scolding or demanding that person do their job better. Redirecting focus and calling for a solution at the end of a complaint is another good way to address the issue. For instance, one might say "Don't get me wrong, but I think it might be better if we focus on this task before doing the one you're working on" to a coworker who is not working on the right part of a project. Example Tenant: Good morning, Mr. Johnson. I hope you're doing well. I wanted to talk to you about a few issues I've been experiencing with the house that I'm currently renting. Landlord: Good morning! I'm doing fine, thank you. I'm sorry to hear that you're facing some problems with the house. Please go ahead and let me know what's been going on. Tenant: Well, first of all, there seems to be a persistent leak in the bathroom faucet. No matter how tightly I close it, there's always a slow drip. It's not only inconvenient but also a waste of water. Landlord: I apologize for the inconvenience caused by the leaky faucet. I'll arrange for a plumber to come and fix it as soon as possible. Is there anything else you'd like to bring to my attention? Tenant: Yes, actually. The air conditioning unit in the living room doesn't seem to be working properly. It struggles to cool the room, and sometimes it even emits a strange noise. With the summer approaching, it would be great if we could have it looked at. Landlord: I'm sorry to hear that the air conditioning unit is not functioning properly. I'll contact an HVAC technician to assess and repair it promptly. Your comfort is important, especially during the upcoming warmer months. Tenant: Thank you, Mr. Johnson. I appreciate your prompt attention to these matters. Additionally, there is a minor issue with the front door lock. It's become a bit stiff, and it takes a bit of effort to lock and unlock it. It would be great if it could be lubricated or adjusted. Landlord: I apologize for the inconvenience caused by the front door lock. I'll have our maintenance team take a look at it and make the necessary adjustments to ensure it functions smoothly. I'll make sure they address this issue promptly. Tenant: Thank you so much for your understanding, Mr. Johnson. I really appreciate your attention to these matters. Is there anything else you would like me to provide more details on or any other concerns you'd like me to mention? Landlord: You're most welcome, and I appreciate your patience and understanding. If there are any other problems or concerns that you haven't mentioned yet, please feel free to let me know. Your comfort and satisfaction as a tenant are important to me, and I'll do my best to address any additional issues. Tenant: I think those were the main issues I wanted to bring to your attention for now. I'm glad to know that you're committed to resolving them. Thank you again, Mr. Johnson, for your responsiveness and willingness to address these concerns. Landlord: It's my pleasure to assist you, and I assure you that I'll do everything in my power to rectify these problems promptly. Thank you for bringing them to my attention. If you have any further issues or questions, don't hesitate to reach out. Any Question?