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In a perfect
world, we would never have to complain. The real world, however, is
different. There is an appropriate time and place to express unhappiness
with a situation, just as there is a right and wrong way to do it. In
Toastmasters, we strive to improve our interpersonal communication
skills, including the ability to deal with conflict. We can use these
skills to effectively complain to someone – whether that person is in
the service industry, the business world, our workplace or at home.
在完美的世界裡，我們可能永遠不須抱怨，但在現實生活中，那就不一樣。有適當的時間，和地點，正如也有正確，和錯誤的方法，來表達不悅。在演講會，我們努力改善，包括處理衝突能力在內的人際溝通技巧。我們可運用這些技巧，對不論是在服務業、商場、工作或家庭中的任何人有效的抱怨。
It often seems easier to
remain silent – to not say anything about the undercooked steak at the
restaurant or the rude receptionist at the doctor’s office.
保持沉默，往往看起來比較簡單－像是在餐廳，拿到不熟的牛排，或在診所遇到不友善的接待，而不說任何話。
In
fact, research shows that most customers do not complain, says Janelle
Barlow, author of the book A Complaint is a Gift. Barlow says
that’s why it’s important to make your feelings known. When people
finally do voice their displeasure, “We really have to see them as the
spokesperson for all the other people who are not saying anything.”
《抱怨是一份禮物》的作者珍妮爾巴洛說：『事實上，研究指出，大部分的客人都不抱怨。』巴洛說，這就是為什麼，讓你的感覺被知道，是重要的。當有人說出他們的不悅時，『我們必須將他們看作，是其他不說任何話的人的發言人。』
Making a complaint is
actually a gift to a company, she adds, because you’re giving them
information they might not get any other way.
她又說，抱怨對一家公司，事實上是一份禮物，因為你他們給一份，他們從別的管道拿不到資訊。
One man delivered such a
gift to Virgin Atlantic Airlines. After taking a flight from Mumbai to
London, Oliver Beale was so appalled by the in-flight meals that he
dashed off a letter to Virgin Atlantic – complete with photos of the
offending foods. Beale described one custard-like dessert as “a sour gel
with clear oil on top.”
有位仁兄給了維京大西洋航空一份禮物。在搭乘從孟買到倫敦的飛行途中，奧利佛．畢爾被機上餐點嚇得，馬上投書給維京大西洋，並附上引起問題的食物照片。畢爾形容這個布丁類的甜點是「一個上面有機油而酸掉的果凍。」
Rather than just grumble
about bad airplane food, this passenger took action. And he got a
response. Beale, an art director at an advertising agency in London,
England, received a phone call from Virgin Atlantic boss Richard Branson
himself. Furthermore, Branson personally invited Beale to the airline’s
catering facility to select food for future Virgin flights!
這位乘客不是對機上食物發牢騷，是採取行動，而他得到了回應。在英國倫敦一家廣告公司擔任美術總監的畢爾，接到維京大西洋老闆理查德．布蘭森親自打來的電話。布蘭森親自邀請他，日後到航空公司的空廚，選擇搭乘維京的食物。
How to Protest a Problem
如何抗議問題
How can we complain effectively? What is the best way to solve a
problem? Actually, many strategies are similar to the ones we use when
creating and giving speeches: You need to gather information, support
your arguments with facts, be specific, organized, clear and calm. Just
as it takes time and effort to construct a great speech, it takes time
and effort to form an effective complaint.
我們如何有效抱怨呢？解決問題最好的方法是什麼？事實上，很多策略類，似於我們運用在演講創作與發表上：蒐集資料、提出佐證實例、要明確、清晰和冷靜。有效的抱怨就像一篇好的演說，需要時間和努力。
1. Gather pertinent information.
蒐集相關資料
If you feel your employer should pay you
more, gather facts that support your argument. Comparative data, sales
figures or customer praise letters can show how valuable you are to the
company. All the information should be relevant to the point and promote
your argument, much like how you choose information for your speeches.
如果你認為雇主應該付給你更多薪水，就蒐集實例，佐證你的論點。以對照資料、銷售數字，或客戶稱讚函，證明你對公司的價值。全部這些資料，必須是切題，並能推銷你的論點，就像是你如何選擇演講的資訊一樣。
2. Get to the
right department or person as soon as possible.
儘快找到對的部門或人
Repeating a bad experience is frustrating enough without having to
repeat it several times before you reach the person who can actually do
something about it. Go up the chain of command if you feel your
complaint is not taken seriously.
一再重複找不到有權處理的人，這種不好的經驗，是很挫折的。如果你覺得你的申訴沒被重視，繼續往行政管理系統更高一層走。
3.
Be clear and specific.
要清楚並具體
What exactly is your complaint? For example, if your complaint is about
a delayed airline flight that led to you miss your meeting, now is not
the time to complain about baggage fees. Focus on the delayed flight.
Don’t bring along your own excess baggage, so to speak.
你真正的抱怨是什麼？例如，你抱怨的是飛機延誤，而造成你無法赴約，那就不要抱怨行李加收費。專注在飛機延誤而不要提到，比方說自己行李過重。
4.
Present your complaint in a logical, clear format.
以合邏輯而且清楚的形式表達你的抱怨
As with a great speech, start with a relevant opening that will help
focus attention on your complaint. For example, if you receive poor
service at your favorite restaurant, you might start by saying how often
you frequent the establishment or how long you have been a customer. The
introduction should lead into the crux of your dissatisfaction and
include the relevant information you gathered beforehand. Be clear about
why you are complaining and what you expect as a resolution to the
problem. For instance, if you have a defective product, do you want it
repaired or replaced, or do you want your money back?
就像一篇優秀的演說，要以相關的開頭切入，以便專注你的抱怨。例如，當你在喜愛的餐廳，受到很差的服務時，你可以開始先說，你多常來光顧，或從何時就是客戶。這開場白，帶入你不悅的關鍵，並加入前你蒐集的相關資訊。要清楚明白，為何你在抱怨，還有你期待問題的解決方案。例如，拿到暇疵品時，你是要修理、更換或退錢呢？
5.
Whatever your gripe, keep requests reasonable and appropriate.
不管你抱怨什麼，要保持合理和合宜的要求
You are more
likely to get that raise if it is within your job position’s salary
range than if you ask for an unrealistic amount.
相較於你要求一個不實際的金額，如果你要求的是，在你工作職位上的薪資水準，你比較有可能獲得調薪。
6.
Aim for a specific goal.
追求一個明確的目標
State the ideal outcome but remain flexible. Maybe your boss cannot give
you a 4 percent raise today but can agree to an immediate 2 percent
raise or bonus and to revisit the topic in six months when you have had
time to prove yourself. Ask for a specific result but stay open to
alternate resolutions.
表達一個理想的結局，但保持彈性。或許你的主管今天不能給你百分之4的調薪，但同意馬上給百分之2的調薪，或津貼並在六個月內再議，讓你有時間證明自己。要求一個明確的結果，但保持開放其他的解決方案。
7.
Show the benefits of your proposed outcome
指出你所建議的結果的好處
and how it
fits into the broader picture of improving the company, individual or
group. Barlow, the author, points out that most sophisticated,
high-level companies have high-quality customer service, but there is no
guarantee. You can encourage them to rise to the occasion by saying
something like, “Your company is better than this; I know it is.”
和它如何擴及到改善公司、個人或群體。作者巴洛指出，最先進、高水準的公司，都有高品質的客戶服務，但不保證。你可以利用這個機會，以類似的說法如『我知道 貴公司可以做的更好』來鼓勵他們。
“People are often very responsive to a comment like that,” Barlow says.
“They also appreciate the fact that you appreciate things they do well.
The companies that are top-notch in their fields live and die by the
feedback they get. If people simply go away and don’t say anything, they
have lost an opportunity. That is why most organizations of that caliber
have empowered their frontline staff to handle things and to handle them
quickly.”
『對於這樣的評論，人們經常會樂於回應。他們也會感激你稱讚他們做得好的部份。』巴洛說：『這些公司在他們的領域都是頂尖的，但仰賴他們所得到的回饋定生死。如果人們不說一句就離他們而去，他們就失去商機。這是為什麼這等級的組織，會強化他們前線作業人員，來迅速處理事務』
A Different View
不同的觀點
Another school of thought recommends that, rather than ask for something
specific, you leave the resolution of a complaint open-ended and see
what the company offers. Specific circumstances may warrant such a
strategy but either way, it is important to be prepared with a solution
that is acceptable to you.
另一派得想法，建議不要求特定的事物，而開放抱怨的解決方案給公司。特定的情況，可能保證這個策略會奏效，但不論如何，最重要的是，你要準備一個自己可接受的方案。
These tips may help you
along:
這些點子可以協助你：
• Think ahead about
objections and have a counter-response ready.
儘早想好被拒絕時的回應
Show you have
thought this through and are not simply reacting to a situation. Allow
time for discussion. Do not rush your presentation. Allow the other
person to speak.
表達你已經想過，而不是臨時反應。給時間討論，不要急著講，也讓對方講。
• Tone is important:
聲調很重要
Avoid sarcasm, name calling or personal attacks on the individual trying
to help. Focus on the company and the problem. As Henry Ford once said,
“Don’t find fault. Find a remedy.” Focus on finding a solution, not
laying blame.
避免對想幫你的人諷刺，辱罵或個人攻擊。專注在公司和問題上。就像亨利．福特曾說過：『不要找過錯，找補救』找出解決方案而非怪罪對方。
• Choose your battles.
慎選你的戰爭
You do not want to be like the boy who cried “Wolf!” so many times that
when a real wolf came, no one paid attention. When you have a legitimate
complaint, you want someone to pay attention.
你不會想要像那位一直喊『狼來了！』的男孩一樣，直到有天狼真的出現時，卻沒人理會他。當你有個正當的抱怨，你要有人重視它。
• Remain calm and
professional.
保持平靜和專業
Be assertive but not aggressive. Think about how you can use the
techniques you learn in Toastmasters – eye contact, vocal variety, pace,
body language and word phrasing – to express your feedback clearly and
effectively.
要堅定但不具侵略性。想想如何運用演講會學到的技巧，如目光接觸、音調變化、步調、身體語言，和用字遣詞等去清楚，和有效的表達你的意見。
•
Use your Table Topics experience to help you form a quick,
concise complaint on the spot.
運用即席演講經驗去幫助你，當場做一個快速簡潔的抱怨。
• Don’t be afraid to use
humor when the opportunity arises.
有機會時，不要害怕使用幽默
It can cut tension and helps keep the situation in perspective.
它可以緩和緊張，並保持在狀況內。
• Call in a third party
when necessary.
若有需要，找第三者介入
Government agencies or trade organizations may offer support if your
complaint is unresolved.
如果你的抱怨不能解決時，公家機關或交易組織可提供協助。
The Tricky Business of
Giving Feedback
給建議不簡單
One of the most difficult challenges is giving feedback to a boss,
employer or anyone with whom you want to maintain good relations, such
as a friend, colleague or family member. In these types of situations,
it is best to start off very tentatively and consider the other’s
response before proceeding. Barlow, the incoming president of the Global
Speakers Federation, says, “I have found that the easiest way to talk to
somebody who is in a position above you, or anyone with whom you want to
be careful and maintain goodwill, is typically to start off very gently.
Frequently that involves asking a question, ‘Are you aware that...?’ or
‘I’m just wondering, has it ever happened...?’
對長官、員工或任何你想維持良好關係的人，如朋友、同事或家人給建議，是一大挑戰。在這種情況下，最好小心翼翼的開始，並在進行前注意對方的反應。全球演講家聯盟下任會長巴洛說：『我發現對你的長官，或任何你要小心並維持善意的對象開口，最簡單的方法，就是很有禮貌的開始。一般是以一句「你是否注意到…？」或「我想知道以前是否曾經發生過…？」
“Questions [help soften the
complaint],” Barlow says. Then, if they give you any kind of negative
feedback, an indication that they don’t want to hear this, then you just
stop at that point. But if they say to you, ‘I’m interested in that.
Tell me what’s going on,’ then you can really engage in a dialogue with
that person.”
『問句〔有助於緩和抱怨〕』巴洛說。所以，如果他們給你任何負面的回饋，表示他們不想聽，你就停止。但，如果他們說：『我很有興趣，告訴我發生了什麼事，』這時你就可以真正的與對方進行對談。
It is also important to
choose the right time and place for these types of conversations. Make
sure other people are not listening and the person isn’t rushed. Saying
the right thing at the right time and place makes all the difference on
how well your comments are received.
要進行此類對談時，選擇對的時間，和地點也是很重要的。要確定別人不會聽到，且對方不趕時間。在對的時間，和地點，說對的話，決定了你的意見能否被接受。
The Flip Side of
Complaining: Receiving Complaints
抱怨的另一面：接受抱怨
Perhaps you work for a company that receives complaints. Employees who
are Toastmasters are equipped with tools to handle complaints. They know
how to articulate their ideas to be better understood. They know how to
listen to customers and, therefore, can be effective at addressing
complaints. Rather than shy away from difficult or uncomfortable
situations, Toastmasters can use their communication skills to build the
trust and rapport that are so important for customer service and
loyalty.
或許你在一家被抱怨的公司工作。當員工是國際演講會會員時，他就具備了處理抱怨的工具。他們知道如何清楚表達他們的想法，而更被了解。他們知道如何倾聽客戶，也因此能有效的處理抱怨。演講會會員比較不會逃避困難，或不自在的情況，而是會運用他們的溝通技巧，去建立對於客戶服務，及忠誠度，非常重要的信任及默契。
Speak Up
說出來
The next time you are in a situation that warrants a complaint, use your
communication and leadership skills to find a solution. The next time
you buy a defective product, are underappreciated at work or experience
poor service, speak up! Use your Toastmasters skills to complain
effectively.
下一次當你遇到有理由抱怨時，運用你的溝通及領導技巧，去找出解決方案。下次當你買到不良品、在工作上不被重視、或遇到服務不佳時，說出來！運用你演講會的技巧做有效的抱怨。
Joann McCabe, ACG,
CL, is a
freelance writer and member of two Toastmasters clubs in Hilo, Hawaii.
You can reach her at
alohajoann@gmail.com
作者：瓊恩．麥凱布
金牌高級演講員、中級領導員，是自由作家也是在夏威夷希洛市兩個國際演講會分會的會員。她的電子郵件信箱：alohajoann@gmail.com
譯者：盧麗嫻
Lisa, Ta Ren Toastmasters Club |
