VIẾT NGUYÊN ĐÁP ÁN HỘ MIK Ạ !!!! CẢM ƠN !!!!! HOW TO COMPLAIN IN SHOPS People love to complain - Moaning to friends can be a source of relief from the (1)______ and strains of work, study or relationships. But when it comes to protesting to a retailer about (2)______ good and services, many of us find we don't have the nerve and choose to (3)______ in silence. By the time we do eventually summon up the courage to make our (4)______, we have generally already allowed the problem to get to us, and we are angry. In this (5)______, we can all too easily become aggressive, gearing up for battle and turning what should be a rational discussion into a conflict. To complain effectively you need to be specific about your problem and communicate it clearly using words which are objective and fair. (6)______ over the top with emotional language and unreasonable claims will get you nowhere. Good negotiators tend to be calm and logical. They start by explaining the situation and stating their requirements clearly, without threat. Most complaints prompt a defensive (7)______ from the other person, but by being reasonable yourself, you stand more chance of achieving the positive (8)______ you want. If you feel angry or upset about what has happened, by all means tell the company, but do so calmly, (9)______ that you understand the situation from all points of view, but explaining that you will do if your complaint is ignored. Be sure to remember, however, that it is unwise to (10)______ threats unless you are in a position to carry them out. 1. A. pressures B. pains C. stresses D. struggles 2. A. faulty B. inexpert C. improper D. scruffy 3. A. stick B. suffer C. stay D. suppress 4. A. turn B. mark C. point D. say 5. A. state B. form C. manner D. mode 6. A. Being B. Going C. Getting D. Feeling 7. A. regard B. respect C. revenge D. response 8. A. fallout B. turnout C. outcome D. output 9. A. revealing B. exhibiting C. displaying D. demonstrating 10. A. carry B. bear C. do D. make