A、The cultural aspect of a complaint. B、How to make a complaint. C、How to handle a complaint. D、The psychological aspect of a co

Avi Arditti(M)      Lida Baker(W)
Now, listen to Part One of the interview.
M: I’m Avi Arditti, and this week on Wordmaster:(1)a lesson in complaining, English teacher Lida Baker is with us from Los Angeles to discuss this topic. Welcome, Lida.
W: Thanks. Well, as far as I know, the first part of any complaint is a factual statement about what the problem is.(2)But there’s another part to learn that’s more important. There are students from a lot of cultures where this cultural behavior we have in the United States of being very straightforward about what we think and what we want—that’s the part that would be a lot harder for them than the linguistic part of complaining, which is just saying "here is the problem.
M: It’s OK in the United States to complain, it’s OK to take a product back to a store, and I think this is something that a student would have to understand before he or she could actually put the complaint into action. But Lida, how would you put this into context, into a classroom? How would you teach?
W: I think in teaching,(3)the first step is providing that cultural background, such as the return policy of a store,(4)and understanding that it isn’t the same from one store to the next. I had an incident a few weeks ago where I bought some clothes for my daughter from a store where I just assumed that if they didn’t fit her, because she wasn’t with me at the time, I just assumed that if they didn’t fit I could bring them back. And they didn’t fit, and I went back to the store, and to my utter surprise this store would not return my money. It would only give me a store credit or allow for an exchange. And I was very shocked because I was used to shopping in stores that provided you with a full refund for your money.
M: What did you say to the clerk? I’m curious, how did you handle that?
W:(5)I expressed my surprise. But at the same time, I reminded myself that this is not—you know, the clerks are the people in the first line of fire. But we have to remember that they are not the ones who set the store policy.
This is the end of Part One of the interview. Questions 1 to 5 are based on what you have just heard.
1. What is the interview about?
2. What is more difficult for students when learning to complain?
3. What is the first step in teaching how to make a complaint?
4. Why did Lida Baker mention her experience returning her daughters’ clothes?
5. What was Lida’s attitude towards the clerk who refused to refund the clothes for her?