Complaints

Question 1

roles of complaints

Answer 1

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)

Question 2

direct vs indirect complaints

Answer 2

DIRECT= address complainee resposnible for offense

INDIRECT=to open conversation and establish solidarity

Question 3

structure of direct complaints

Answer 3

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”

Question 4

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

Answer 4

–> 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

Question 5

complaint: patterns of responses

Answer 5

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

Question 6

non verbal complaints

Answer 6

gaze, gestures tone and posture used

Question 7

gender aspects of complaining

Answer 7

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

Question 8

germans vs brits in complaining

Answer 8

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