LISTENING AND SPEAKING - LISTENING COMPLAINTS IN FORMAL AND INFORMAL MANNER

                                                               LISTENING AND SPEAKING

                   LISTENING COMPLAINTS IN FORMAL AND INFORMAL MANNER

        In the Listening and Speaking section of this unit, the focus is on listening to “complaints” (in a formal context) and listening to “problems and offering solutions” (informal). “Complaints” call for “action” to be taken after the facts have been ascertained. With regard to listening to “problems”, the listener has to practice active listening and “offer solutions” or “suggest ways” by which the problem can be solved. The onus to solve the problem is not on the listener. Decision-making rests with the one who shares the problem and seeks solutions.

Listening and responding to complaints (formal situation) Complaints could be made in a forum or individually Making Complaints in a Forum The healthy practice of listening and responding to complaints is deeply ingrained in the administrative system of our country. The village panchayat is a forum where complaints are received and issues resolved. Such meetings take place even in a modern office environment. Here again, the aim of the meeting is to discuss issues raised and sort out problems. 7 Complaints could also be made by individuals over the phone.

 The complaints made over the phone usually pertain to products and services. In case you have a problem with an item you have purchased online, you could call the customer care centre of that company and make your complaint. With services provided by the government such as electricity and water, there are numbers designated for receiving complaints from the public.

HERE IS A LIST OF EXPRESSIONS USED IN MAKING A COMPLAINT:

 I’m sorry to say this but… I have a complaint to make…

There seems to be a problem with…

 I’m afraid there is a slight problem with…

Sorry to bother you but…

 I’m not satisfied with… Wouldn’t be a good idea to…

 There appears to be something wrong with…

I was expecting… but…

Sorry to bother you but…

I want to complain about…

I’m afraid I’ve got a complaint about…

 I have to make a complaint about…

I don’t understand why…

 Excuse me but there is a problem…

 Would you mind…?

SOME EXPRESSIONS USED IN ACCEPTING A COMPLAINT:

 I’m so sorry, but this will never happen again.

 I’m sorry, we promise never to make the same mistake again.

 I can’t tell you how sorry I am. I wish it had never happened.

REJECTING A COMPLAINT:

 Sorry, there is nothing we can do about it.

Sorry but it’s not our fault.

I’m afraid there isn’t much we can do about it.

 LISTENING TO PROBLEMS AND OFFERING SOLUTIONS (INFORMAL)

Being a good listener can take you far in your career and relationships. In the context of college life, you might be required to listen to the problems of a classmate or friend. Later, when you move into professional life, you might have to listen to clients. If you choose social work or counselling as a profession, your ability to “listen to problems and offer solutions” will determine your success with people who seek your help.

 Understanding what a person is trying to convey requires the skill of active listening. Active listening is the process of listening attentively while someone else speaks, paraphrasing and reflecting back on what is said. Active listening involves more than just hearing someone speak. When you practice active listening, you are fully concentrating on what is being said. You listen with all of your senses and give your full attention to the person speaking.

 SOME OF THE FEATURES OF ACTIVE LISTENING ARE:

· Being neutral and non-judgmental

· Listening with patience

· Giving verbal and nonverbal feedback, i.e. signs of listening (e.g., smiling, eye contact)

· Asking questions (but not too often and only at the right moment)

· Reflecting back on what is said

· Asking for clarification

· Summarizing In this way, active listening is the opposite of passive hearing. With regard to language proficiency, our focus is on the diction used in offering solutions.

THE RESPONSES OF THE PERSON LISTENING TO ANOTHER’S PROBLEMS COULD BE CATEGORISED AS

 A) Expressions showing understanding and sympathy

 B) Expressions used when one gently disagrees

C) Expressions to show that you have grasped the problem being shared

D) Expressions used in offering solutions

E) Expressions are used as positive reinforcement.

EXPRESSIONS SHOWING UNDERSTANDING AND SYMPATHY COULD INCLUDE:

· I understand what you are going through

· I sympathise with you

· This is what anyone in your place would feel

· This is indeed a difficult situation.

EXPRESSIONS USED WHEN ONE GENTLY DISAGREES:

 You have a point. But could you look at it from a different angle?

• I’m afraid that might not be a helpful approach.· 
• I’m afraid that you won’t get far with that approach.·
• Do you think that would solve your problem?

 EXPRESSIONS WHICH SHOW THAT YOU HAVE GRASPED THE PROBLEM BEING SHARED

· I get what you are saying

· Allow me to sum up what you have said

EXPRESSIONS USED IN OFFERING SOLUTIONS

· I would suggest that you…….

· Why don’t you……..

· Since you have worked out the options, you must now choose one of them

· You need to take a decision/step

· You must refrain from taking this step/doing this

· That decision would be most ill-advised. I hope you will reconsider.

· Considering the merits and demerits, the options before us are…….