For questions 1-15, read the text below and then decide which word best fits each space. Put the letter you choose for each question in the correct box on your answer sheet. The exercise begins with an example (0). You have 10 minutes to complete this task
People love to complain. Moaning to friends can be a (0).... of relief from the (1) .... and strains of work, study or relationships. But when it comes to protesting to a retailer about (2).... goods and services, many of us find we don't have the nerve and chose to (3).... in silence.A
By the time we do (4) .... Summon up the courage to make our (5)...., we have generally already allowed the problem to get to us, and we are angry. In this (6)...., we can all too (7).... 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. (8).... 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 (9).... from the other person, but by being reasonable yourself, you (10).... more chance of achieving the positive (11).... you want.
If you feel angry or upset about what has happened, by all means tell the company, but do so calmly, (12).... that you understand the situation from all points of (13)...., but explaining what you will do if your complaint is ignored. Be sure to remember, however, that is unwise to (14).... threats unless you are in a position to (15).... them out.