Not everything goes the way you want it to. You may go to a restaurant and order a nice meal. But your order is wrong or not cooked properly. You may buy a product that breaks the next day. 【小题1】 However，if you speak angrily to people，they will become defensive（自卫的）. Then they are less likely to help you. A more effective（有效的）way to get what you want is to stay calm.

Use polite language and a friendly tone of voice. Start with phrases such as，"I'm sorry to bother you，but. . . ”or“Excuse me，but could you. . . ？”For example，“I'm sorry to bother you，but I ordered potato soup，not vegetable. ” Phrasing your complaint as a question also helps. 【小题2】 “Could you help me？I just bought this phone case yesterday，but it's cracked. ”

【小题3】 There is no faster way to make someone defensive than by blaming them. Use the phrase，“I know this isn't your fault，but. . . ”or“There has been a misunderstanding. ”【小题4】 Blaming people isn't as important as getting a problem fixed！

There are honest mistakes，but at times someone may try to take advantage of you. In that case，don't say “Hey！You're trying to cheat me！”Instead，use the phrase，“I understood that. . . ”For example，“I understood that the service charge was included in the price. ”Then give the person a chance to answer.

If you don't get what you want with polite conversation，ask to speak to a manager or supervisor. 【小题5】