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the morphology, syntax, semantics, and pragmatics of English transport terminology, researchers
can gain a deeper understanding of how language shapes and reflects our perceptions, practices,
and policies related to transportation.
Conclusion.
In conclusion, the linguistic analysis of English transport terminology
enriches our understanding of the language of transportation and its role in facilitating
communication, knowledge exchange, and decision-making within the transport sector. By
applying linguistic frameworks to the study of transport terminology, scholars contribute to a
deeper appreciation of the complex interplay between language, technology, regulation, and
society in shaping transportation systems and practices.
REFERENCES:
1. Breeze, Ruth, & Cook, Vivian. (Eds.). (2014). *Genre and Language in Modern Britain. *
Routledge.
2.Coulmas, Florian. (Ed.). (1992). *The Handbook of Sociolinguistics. * Wiley-Blackwell.
3. Crystal, David. (2003). *The Cambridge Encyclopedia of the English Language. * Cambridge
University Press.
4. Görlach, Manfred. (1999). *English in Nineteenth-Century England: An Introduction. *
Cambridge University Press.
5. Grzega, Joachim. (2004). *Towards a History of English as a History of Genres. * Gunter Narr
Verlag.
6. Halliday, M. A. K. (2002). *Language and the Market Society: A Systemic Functional
Approach to Language in Use. * Continuum.
PRAGMATIC ASPECTS OF MAKING AND RESPONDING TO COMPLAINTS IN AN
INTERCULTURAL CONTEXT
Djumambetova, D. PhD., docent,
Karakalpak State University
Yangibaeva Barno, MA student,
Karakalpak State University
Abstract:
Complaints are a universal aspect of human communication, serving various
social functions such as expressing dissatisfaction, seeking redress, and maintaining relationships.
However, the way complaints are made and responded to can vary significantly across cultures,
leading to potential misunderstandings and conflicts in intercultural interactions. This scientific
article explores the pragmatic aspects of making and responding to complaints in intercultural
contexts, shedding light on the nuanced cultural differences that influence these communicative
acts. By understanding these differences, individuals and organizations can enhance their
intercultural communication competence and navigate complaints more effectively across cultural
boundaries.
Keywords:
Complaints, Intercultural communication, Pragmatics, Cultural variations,
Complaint strategies, Face-saving, Cross-cultural training
Complaints play a crucial role in communication, allowing individuals to express
discontent, resolve issues, and maintain social bonds. However, the strategies and norms
associated with making and responding to complaints are deeply rooted in cultural contexts,
30
making intercultural encounters challenging. This article examines the pragmatic aspects of
making and responding to complaints in intercultural contexts, emphasizing the importance of
cultural sensitivity and competence in managing these communicative acts.
Direct vs. Indirect Complaints: In some cultures, such as the United States and Germany,
direct complaints are common, where individuals explicitly state their grievances. Conversely,
many Asian cultures, including Japan and China, tend to employ indirect strategies, using hints or
implicit language to convey dissatisfaction. Understanding these variations is crucial in
intercultural settings, as a direct complaint from an American might be perceived as
confrontational by someone from an indirect communication culture. [1.74]
Politeness Norms: Politeness norms also vary across cultures, impacting the way
complaints are made and received. In high-context cultures like Japan, maintaining face and
preserving harmony are paramount, leading to a preference for indirect and deferential complaint
strategies. In contrast, low-context cultures, such as the United States, prioritize frankness and
clarity in communication, often resulting in more direct complaint styles. Pragmatic Aspects of
Responding to Complaints: Face Threat Mitigation: The concept of "face" is central to
understanding intercultural responses to complaints. Face represents an individual's social identity
and the need to maintain dignity and reputation. In cultures valuing collectivism and group
harmony, responses to complaints often focus on face-saving strategies, such as offering apologies
or concessions to restore equilibrium. Conversely, in individualistic cultures, the emphasis may be
on problem-solving and addressing the complaint's substance.
Saving Face vs. Honesty: Responding to complaints in intercultural contexts requires a
delicate balance between saving face and being honest. Western cultures tend to prioritize
transparency and honesty in complaint resolution, which may be perceived as confrontational or
offensive in cultures where face-saving is crucial. Being aware of these differences helps in
crafting responses that align with the cultural expectations of the complainant.
Developing Intercultural Competence: To navigate the pragmatic aspects of making and
responding to complaints effectively in intercultural contexts, individuals and organizations should
consider the following strategies: Cross-Cultural Training: Providing cross-cultural training and
education for employees and individuals involved in intercultural interactions can enhance their
awareness of cultural differences in communication styles and complaint management.
Cultural Sensitivity: Developing cultural sensitivity is essential for recognizing and
respecting cultural variations in complaints. Being open-minded and receptive to diverse
communication styles can promote effective intercultural communication.
Adaptability: Flexibility and adaptability in communication styles are key to successful
complaint resolution in intercultural contexts. Adapting one's approach based on the cultural
background of the interlocutor can foster more constructive and harmonious interactions.
Complaints are an inherent part of human communication, serving vital functions in
expressing dissatisfaction and resolving issues. However, in intercultural contexts, understanding
the pragmatic aspects of making and responding to complaints is crucial to avoid
misunderstandings and conflicts. By recognizing cultural variations in complaint styles and
responses, individuals and organizations can enhance their intercultural communication
competence, ultimately promoting effective complaint resolution and positive intercultural
relationships.
31
Acknowledging and Apologizing: In response to a complaint, it's common in Uzbek and
Karakalpak culture to acknowledge the issue and apologize if necessary. For instance, responding
with "Кечирдим" (Kechirdim), which means "I apologize," is a polite way to respond in Uzbek.
In Karakalpak, one might say "Кeshiremen" for the same purpose.
Explaining or Clarifying: Sometimes, people respond to complaints by providing an
explanation or offering a solution. In Uzbek, one might say "Сабаби..." (Sababi), which means
"The reason is..." In Karakalpak, a similar response could be, "Себебі..." (Sebebi).
Negotiating or Compromising: In some cases, resolving the issue may require negotiation
or compromise. Phrases like "Бірге шешеміз" (Birge sheshemiz) in Kazakh, meaning "Let's solve
it together," or "Birge shesheyik" (Birge tabayiq) in Karakalpak, convey a willingness to find a
solution.
Imagine a business negotiation between a Swiss company and a Saudi Arabian company.
During the negotiations, the Swiss team raises concerns about the delivery schedule, expressing
their dissatisfaction directly. The Saudi team, valuing hospitality and face-saving, feels offended
by the directness of the complaint. In this case, cultural awareness and sensitivity on both sides
could have prevented this potential conflict. A more diplomatic and indirect approach from the
Swiss team might have been more effective in maintaining a positive relationship. Case Study 2:
International Student Roommates: In a university dormitory, two roommates, one from China and
one from Canada, share a room. The Canadian student, annoyed by the roommate's habit of leaving
the lights on at night, confronts the issue directly by saying, "You need to turn off the lights when
you're not using them." The Chinese roommate, who values harmony and saving face, feels
criticized and uncomfortable. In this scenario, a more indirect and culturally sensitive approach,
such as discussing the issue indirectly or using humor, might have led to a more harmonious
resolution. [2.93]
Pragmatic aspects of making and responding to complaints in intercultural contexts are
complex and multifaceted. Understanding the role of culture in complaint communication is vital
for effective cross-cultural interactions. By recognizing the nuances of complaint styles and
responses, individuals and organizations can bridge cultural gaps, resolve conflicts, and build
positive relationships. In an increasingly interconnected world, the ability to navigate intercultural
complaints with sensitivity and competence is an invaluable skill.
Collaborations between linguists, psychologists, anthropologists, and communication
experts hold great promise in advancing our understanding of the intricate interplay between
language, culture, and complaints. Each discipline brings a unique perspective to the table,
contributing to a more comprehensive and nuanced understanding of this complex phenomenon.
Linguists can delve into the linguistic aspects of complaints, analyzing language structures,
speech acts, and discourse markers that convey dissatisfaction across cultures. They can explore
how variations in syntactic structures, politeness strategies, and indirectness impact the
effectiveness of complaints in different cultural settings. Psychologists can provide valuable
insights into the psychological dimensions of complaint-making and response, examining how
cultural factors influence individuals' emotional reactions, perceptions of face, and conflict
resolution strategies. Understanding the cognitive and emotional processes underlying complaints
can inform strategies for effective intercultural communication. [3.32]
Anthropologists bring a cultural perspective to the research, shedding light on the cultural
norms, values, and belief systems that shape complaint behavior. They can explore how complaints
32
fit within broader cultural frameworks and how they reflect power dynamics, social hierarchies,
and identity construction in different societies.
Communication experts can contribute by synthesizing insights from these diverse
disciplines and translating them into practical guidelines for individuals and organizations engaged
in intercultural interactions. They can develop frameworks for cross-cultural complaint
management, emphasizing the importance of cultural sensitivity, adaptability, and effective
communication strategies.
Real-Life Training Scenarios: Effective complaint management in intercultural contexts
often requires not only theoretical knowledge but also practical skills. Implementing real-life
training scenarios and simulations in cross-cultural communication courses can be a highly
beneficial approach to help individuals hone their complaint management skills. [4.18]
Develop strategies for recognizing and adapting to different cultural communication styles.
Gain firsthand experience in managing complaints in a controlled and safe environment. Receive
feedback and guidance from trainers or peers, facilitating continuous improvement. Build
confidence in their ability to navigate real-world intercultural complaint situations.
Continued Cultural Research: Cultural dynamics are not static; they evolve over time due
to various factors, including globalization, technological advancements, and changing societal
values. Therefore, ongoing research into cultural norms, values, and communication styles is
essential to ensure that complaint management strategies remain relevant in a rapidly changing
world.
In conclusion, interdisciplinary research, real-life training scenarios, and ongoing cultural
research are essential components of advancing our understanding of the pragmatic aspects of
making and responding to complaints in intercultural contexts. These efforts can lead to more
effective and culturally sensitive communication practices, promoting positive intercultural
interactions and reducing the potential for misunderstandings and conflicts.
REFERENCES:
1.
Brown, P., & Levinson, S. C. (1987). Politeness: Some Universals in Language Usage.
Cambridge University Press.
2.
Gudykunst, W. B. (2005). Bridging Differences: Effective Intergroup Communication. Sage
Publications.
3.
Hofstede, G. (1980). Culture's Consequences: International Differences in Work-Related
Values. Sage Publications.
4.
Kádár, D. Z., & Haugh, M. (2013). Understanding Politeness. Cambridge University Press.
АТЛЫҚЛАРДЫҢ КӨПЛИК ЖАЛҒАЎЛАРЫ СТИЛИСТИКАСЫ
Ержанова Д., PhD, доценти,
Қарақалпақ мәмлекетлик университети
Резюме:
Мақалада қарақалпақ халық шайыры И.Юсупов поэмаларында қолланылған
атлық сөз шақабының көплик жалғаўларынан пайдаланыў шеберлиги, оның ҳәзирги
қарақалпақ әдебий тилиниң раўажланыўындағы роли үйренилген.
Гилт сөзлер:
қарақалпақ тили, поэма, И. Юсупов, атлық, көплик жалғаўы.
