A Cross-Cultural Study of Complaint Strategies by Native Speakers of American English and Vietnamese Learners of English

This study investigates cross-cultural differences in the realization of complaint strategies between native speakers of American English and Vietnamese learners of English (EFL). Adopting a pragmalinguistic and sociopragmatic framework, the research applies Trosborg’s (1995) taxonomy of complaints and politeness theory (Brown & Levinson, 1987) to analyze 136 complaint responses from each group, collected via Discourse Completion Tasks (DCTs). Quantitative and qualitative analyses reveal that American participants favored indirect accusations (B3) and requests for repair (A5), often employing a broader range of downgraders and upgraders to navigate face-threatening acts. In contrast, Vietnamese learners preferred indirect complaints (B4) and blaming (A6), with more limited use of internal modifiers. Social distance significantly affected strategy choice in both groups, with higher levels prompting greater use of politeness devices. The findings underscore cultural influences on complaint behavior and suggest that learners' pragmatic performance is shaped by both linguistic proficiency and socio-cultural norms. Pedagogically, the study highlights the need for explicit EFL instruction in strategic politeness, including training on modifier use and contextual appropriateness. This research contributes to intercultural pragmatics by offering insights into how complaints are negotiated across languages, cultures, and social roles.