[originaltext]M: I’m Avi Arditti, and this week on Wordmaster: (1) a lesson in

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. But there’s another part to learn that’s more important. (2) There are students from a lot of cultures where this cultural behavior we have in the United States is 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 okay in the United States to complain; it’s okay 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 while 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 from other countries to make a complaint?
3. What is the first step in teaching how to make a complaint?
4. Why did Lida mention her experience of returning her daughter’s clothes?
5. What did Lida do when the clerk refused to refund her money?