Dealing with problems and complaints- step by step roleplays

Dealing with problems and complaints- step by step roleplays

Think of a situation in which people contact you about problems (face to face, by email, or
on the phone), e.g. a student complaining about their accommodation or a professor
whose classroom is too small. Look at the next page if you need help thinking of a
problem.

Explain that real situation to your partner, then roleplay that same situation 10 times,
following the instructions below in order until you successfully do number 10. Each time,
roleplay the whole conversation from greeting to ending by saying goodbye etc. When you
have finished the 10

th

version, discuss which of those is most realistic for you. Then switch

roles and do the same for your partner’s realistic dealing with problems situation.

1. Listen to the problem, apologise, then do what they want you to do
2. Listen to the problem, sound sympathetic (without actually apologising), then do what

they want you to do

3. Listen to the problem, apologise or sound sympathetic, find out more about it, then do

what they want you to do

4. Listen to the problem, apologise or sound sympathetic, find out more about it, do what

they want you to do, then promise to make changes so that the same problem doesn’t
happen again

5. Listen to the problem, apologise or sound sympathetic, find out more about it, then

promise to do what they want you to do (some time later)

6. Listen to the problem, apologise or sound sympathetic, find out more about it, then

suggest a way that they could solve the problem themselves

7. Listen to the problem, apologise or sound sympathetic, find out more about it, then say

that you can’t do what they want you to do

8. Listen to the problem, apologise or sound sympathetic, find out more about it, say that

you can’t do what they want you to do, then suggest a way that they could solve the
problem themselves

9. Listen to the problem, apologise or sound sympathetic, find out more about it, say that

you can’t do what they want you to do, but promise to pass on their complaint to
someone who probably can

10. Listen to the problem, apologise or sound sympathetic, find out more about it, say that

you can’t do what they want you to do, but suggest someone else who they can
contact

Written by Alex Case for UsingEnglish.com © 2016

Suggested things to complain about

Suggested topics to talk about

Suggested problems

Cleaning/ Tidiness
Communications (e.g. email)
Delivery
Discrimination (e.g. sexism or racism)
Disputes/ Disagreements
Documents/ Materials/ Publications
Education/ Training
Equipment/ Technology/ IT
Harassment (e.g. bullying or sexual
harassment)
Health
Immigration (e.g. visas)
Information
Language (e.g. translation)
Map/ Directions
Misbehaviour (e.g. cheating)
Money/ Cost/ Payment (scholarships,
funding, bills, etc)
Organisation
People (e.g. staff, students or family)
Places (e.g. accommodation or classroom)
Policies/ Rules
Preparation
Service
Specs/ Specifications
Supplies (bathroom supplies, stationery, etc)
Tests/ Exams/ Grading
Time (e.g. deadline, length of time)
Transport/ Travel
Working together

already passed
broken/ unreliable
broken down/ not working
difficult to find
difficult to understand
double booked
failed
inadequate
incorrect/ wrong
insufficient
lack of…
late
lazy
lost
missing
moved
need a refund
need to cancel/ change
no reply
not… enough
rude
run out
too…
short
slow
small
strict
unfair
unwanted
without (due) notice/ permission

Written by Alex Case for UsingEnglish.com © 2016