A COMPARATIVE ANALYSIS OF COMPLAINT RESPONSE STRATEGIES BETWEEN VIETNAMESE AND AMERICAN SPEAKERS

This study aims to analyze and compare complaint response strategies employed by Vietnamese and American English speakers. The research design adopted a mixed-methods approach with Discourse Completion Tests (DCTs) and retrospective interviews. The participants in this research included 50 Vietnamese native speakers and 50 American English speakers. The findings show that Vietnamese and American speakers avoided highly face-threatening and confrontational strategies. They also combined strategies when responding to complaints. American speakers preferred direct and solution-oriented strategies, but harmony-oriented strategies were favored by Vietnamese speakers. These results are hoped to provide a better understanding for an effective application to intercultural communication and English language education.