[00:02.33]enough to what the other person has said
[00:04.15]because actually we may be becoming emotional
[00:05.99]too and therefore we listen less actively to
[00:08.99]what the person's saying to us and they in turn
[00:12.26]may not listen very well to us either so the
[00:14.41]whole erm complaint may become totally out of
[00:19.22]hand and we may end up completely falling out
[00:21.46]with one another
[00:22.65]So, that's probably why complaints
[00:24.12]can be very difficult to er to handle
[00:26.91]So those are the problems you might encounter
[00:28.42]when you're complaining
[00:29.94]How do you make a successful complaint
[00:32.05]Well, the first thing to do is to think and
[00:35.02]plan how you're going to voice your concerns.
[00:38.25]So don't go straight in to it--
[00:39.97]you've really got to think and consider
[00:42.30]what's going what needs to be said
[00:44.33]Make sure the sentences are short
[00:46.38]Take out any language which could be seen
[00:48.20]as being emotional
[00:49.68]and irritating to the other party
[00:51.62]And then wait and be prepared to get a response
[00:55.60]from the other person
[00:56.61]whom you've made the complaint to-
[00:57.99]and really listen,actively
[00:59.71]to what they are saying and summarise
[01:01.66]or test your understanding
[01:03.10]of what they've said to make sure you totally
[01:05.18]understand their point of view
[01:05.18]
