Dealing with Problems Dealing with Problems in Shipping Linein Shipping Line

Unit 6Unit 6

Discuss with your partner:Discuss with your partner: What problems have you had in your work What problems have you had in your work

experience that leads to complaints and experience that leads to complaints and apologies?apologies?

What’s the worst mistake you’ve made in What’s the worst mistake you’ve made in your work experience? What happened? your work experience? What happened? How could you have avoided it?How could you have avoided it?

What kinds of problems might people What kinds of problems might people expect in these departments of a shipping expect in these departments of a shipping line?line?

What seems to be the problem?

Complaining and ApologizinComplaining and Apologizingg

Read this information and highlight the phrases and expressions you find useful. Try to use them in the practice that follows in steps 6.2.2, 6.2.3 and 6.2.4.

If you want to complain to a person you don’t know well, be careful! A direct complaint or criticism may sound very rude or aggressive.

It may be best to mention the problem more indirectly by saying:

I’m sorry to have to say this but…..I’m sorry to bother you but…I think you may have forgotten…It may have slipped your mind, but…There may have been a misunderstanding about…

■In some situation, but only if you’re talking to someone you know really well, it may be necessary to say more directly:

What are you going to do about…? I’m not at all satisfied with…

■But only in extreme cases, if you’ve already tried more polite methods, would you have to threaten someone:

Look, if you don’t send your engineer to repair the machine, we will be forced/obliged to cancel our next order.

Unless you pay the account within seven days,We will place the matter in the hands of ourSolicitors/attorneys…

If some complain to you, or if you think they’re likely to complain, it may be wise to apologize.Even if it wasn’t really your fault, you can promise to put things right:

Sorry, my fault.I’m very sorry. I didn’t realize it.There has been a slip-up/problem in our…department.

You can accept someone’s apology by saying:

That’s all right!It’s perfectly all right.It really doesn’t matter.

6.2.2 Work in pairs: Look at these extracts from four letters. Complete each sentence. Then decide what to write in your reply to each as if it was your fault in ea

ch case.

We are concerned that the order we placed by letter on 8 June may have got lost in the post. Could you please…?

The order has not yet arrived at our warehouse, even though we received advice of shipping from you ten days ago. Would you…

6.2.2 Work in pairs: Look at these extracts from four letters. Complete each sentence. Then decide what to write in your reply to each as if it w

as your fault in each case.

According to your scale of charges the price of a single room with bath is $55 including tax. However, on checking my account later I discovered that I was charged $69.50 per night. Will you please…?

Our order was for 80 boxes containing 144 items each. Each box we have opened so far contains only 100 items. Will you please…?

6.2.3 Work in pairs:

Now imagine that the four problems in 6.2.2 are being discussed on the phone. Rol

e-play each conversation with your partner. Take it in tu

rns to be the customer.

6.2.4 Work in small groups: Look at the information and decide what other

excuses you can add to the list below.

If things have gone wrong, the person you’re talking to will want to know the reasons. He or she may assume that someone (or everyone) in your firm is to blame and that they’re been:Inefficient clumsy slow careless impolite

forgetful or unhelpful

If you don’t want accept responsibility or blame another person, you could offer an excuse. For example:

a clerical error a computer error a shortage of staff

6.2.5 Work in pairs: One of you should look at File A, the other at File B, this time you will be dealing with some problems that might arise when working with an English-speaking colleague.

Here are some useful expressions you can use to introduce a criticism ：I’m sorry to mention this, but…

I’m not quite sure how to put this, but…There’s something I’ve been meaning to tell you…

1.Apologize because you have forgotten to phone Los Angeles. Now it’s too late because

it’s after office hour for them.

2.Complain because your colleague didn’t check with you before placing the order with t

he people in Toronto.

File AFile A ：： You and your partner are colleagues who work in the same office. Make the following complaints and apologies:

3.Apologize because you have left a file at home. It contains the documents your colleague needs to have for a meeting today.

4.Apologize because you didn’t send the quote to Garfield International yesterday. Now you may have lost the order.

5.Complain because your colleague always gets back to the office later after lunch... You always have to answer the phone for him or her.

●Respond to your colleague’s complaints and apologies.

File BFile B ：： You and your partner are colleagues who work in the same office. Make the foll

owing complaints and apologies:

Apologize because you’ve forgotten to get last year’s sales figures from the Sales Manager. Now she has left the building.

Complain because your colleague made a long-distance private call on the office phone.

Complain because your colleague should have faxed New Orleans, not written a letter. A fax is quicker and more reliable than a mail.

Apologize because you have made an appointment for your colleague to see the Managing Director in five minutes’ time. It was the only time the MD was free this week.

Complain because your colleague didn’t contact the Computer Manager before sending in an order for some computer software. Respond to your colleague’s complaints an

d apologies.

6.3 Claim Letters Writing6.3 Claim Letters Writing The following letters make claims against unsatisf

actory work. Useful Key Phrases As someone who has worked with ... we were very disappointed to find / see / have d

iscovered ... As our written agreement stipulated, we expect

ed ... I think you will agree that a communication pro

blem exists. We would like you to ..., or provide us with a ref

und.

Example LetterDrivers Co.

3489 Greene Ave. Olympia, WA 98502

August 17, 2001 Richard Brown, President Document Makers Salem, MA 34588 Dear Mr. Brown:

As someone who has worked with your company for over 3 years, we were very disappointed to see the documents you produced for our latest Drivers Co. publicity campaign.

As our written agreement stipulated, we expected full color leaflets with fancy explanatory texts, but instead, we found that black and white photos had been included in the prepared leaflets. I think you will agree that a communication problem exists.

We would like you to send out a photographer to provide us with the promised color coverage, or provide us with a refund.

Yours truly,

(Signature here) Thomas R. Smith, Director

HITHIT

Claim Adjustment Letters The following letters adjust claims against unsatisfactory w

ork.

Useful Key Phrases I was very disappointed to read your letter

of ... dealing with ... As someone who values your business, I

have already ... Also, we will deduct another X percent of t

he bill for the misunderstanding. Thank you for your patience.

6.4 Delivery problems6.4 Delivery problems6.4.1 You are responsible for Export customer serv

ice at Atlantic International.

11 、、 Read this memo from Mr. Frost, your delivery Read this memo from Mr. Frost, your delivery manager:manager:

We have just had Arctic Refrigeration on the phone about the ord

er we sent out last week. They say that the goods were damaged w

hen they inspected them, but they didn’t notice this till two days a

fter delivery .My driver got their signature to confirm that the shi

pment was in good condition on delivery. My guess is that Arctic’s

people caused the damage and they are trying to blame us. They a

re claiming credit of $585 on their next order.

Please sort this one out before the end of today, Friday.

And read this fax from your And read this fax from your customers, Arctic customers, Arctic

RefrigerationRefrigeration::Your delivery manager was most unhelpful on the telephone. He implied that we are responsible for the damage caused by your driver! My warehouse manager informs me that this man unloaded the shipment without sufficient care for the fragile nature of the contents of the cartons.We expect to receive $585 credit on our next order. A detailed list of the damage is on page 2 of this fax. Please reply to this fax by return.

2. Decide together what you are 2. Decide together what you are going to do. How will you solve going to do. How will you solve this problem? What will you tell this problem? What will you tell Mr. Frost? What will you say or Mr. Frost? What will you say or write to Arctic Refrigeration?write to Arctic Refrigeration?

3. Draft a letter, fax or e-mail to 3. Draft a letter, fax or e-mail to Arctic Refrigeration or make Arctic Refrigeration or make notes for the phone call you will notes for the phone call you will make.make.

And read this fax from your And read this fax from your customers, Arctic customers, Arctic

Refrigeration:Refrigeration:

6.4.2 Work in groups or as a whole class, discuss these questions:

How do you prefer to deal with How do you prefer to deal with problem: face-to-face, by phone or in problem: face-to-face, by phone or in writing? Why?writing? Why?

Is it best to take the blame, or to Is it best to take the blame, or to blame someone else for your mistake?blame someone else for your mistake?

Is it always best to tell the truth when Is it always best to tell the truth when someone is at fault? Why/Why not?someone is at fault? Why/Why not?

6.5 Reading:6.5 Reading: Everything depends on attitude

Top Ten Most Favourable Results Top Ten Most Favourable Results

In order to do my job effectively, ABC provides: Adequate user's training on new computer Systems.

My department gets feedback on how satisfied our customers are with the work we perform.

Top Ten Most Favourable Top Ten Most Favourable ResultsResults

Other departments in ABC fully understand the impact of their work on my department.

ABC does an excellent job of keeping employees informed about matters that affect us.

There are sufficient opportunities for me to receive Training to increase eligibility for a better job.

Internal procedures and processes in ABC enable people to be efficient and effective in their work.

The ideas contained in the Mission Statement are supported by ABC employees around the world.

ABC is highly regarded by the general public. My supervisor frequently gives me recognition f

or work well done. In general, ABC puts the right people in the righ

t jobs.

Top Ten Most Favourable ResultsTop Ten Most Favourable Results