Anticipating, preventing and dealing with arguments and complaints

Format: Webinar presentations
Topic: Business skills for translators

Course summary
Start time:Sep 12, 2014 15:00 GMT     Add to calendar

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Summary:Make life easier by avoiding conflict with your customers before, during and after a translation job. Learn how to foresee, prevent and confront the situations of conflict that most freelance translators face sooner or later. Find the balance between standing up for yourself and keeping your customer happy.
Be ready to deal with any arguments or complaints that may arise in relation to your work. Learn how to anticipate problems, avoid them, understand them when they occur and react appropriately to keep everyone (including yourself) happy. Gather some simple techniques that you can apply if arguments or complaints are raised in relation to your work, whether justified or not.

The webinar breaks the translation process down into three simple steps: before, during and afterwards. It opens by discussing good practices that you can apply before the customer (agency or end customer) makes the order. This includes techniques to avoid problems ever arising and some typical pre-order conflicts that may occur and ways to deal with them, while making sure you negotiate a fair deal. There is also a discussion of good practices to help you make sure you get paid at the end.

The next section asks you to consider your translation practices and whether you are covering your back or opening yourself up to possible complaints later on. Next, we move on to discuss the sorts of complaints and conflicts that may be raised after delivery, including payment conflicts, and ways to deal with them.

The webinar closes with five top tips for managing conflict in the translation process, to help you avoid stress and keep customers, even after a problem arises.

Target audience
- Those newer to the translation industry.
- Anyone struggling to deal with conflict in their work.
Learning objectives
Attendees will learn:
- good practices for anticipating and avoiding possible problems during the pre-order phase;
- whether their translation practices are opening them up to possible complaints;
- how to deal with complaints when they arise;
- techniques for managing conflict without losing custom;
- techniques for protecting yourself as regards getting paid.
Software and system requirements (click to expand)
Click to expand
For PC-based Users:

• Required: Windows® 8, 7, Vista, XP or 2003 Server
• Required: Internet Explorer® 7.0 or newer, Mozilla® Firefox® 3.0 or newer or Google™ Chrome™ 5.0 or newer (JavaScript™ and Java™ enabled)
• Internet Connection Required: Cable modem, DSL, or better Internet connection
• Recommended: Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)

For Mac®-based Users:

• Required: Mac OS® X 10.5 – Leopard® or newer
• Required: Safari™ 3.0 or newer, Firefox® 3.0 or newer or Google™ Chrome™ 5.0 or newer (JavaScript™ and Java™ enabled)
• Internet Connection Required: Cable modem, DSL, or better Internet connection
• Required: Intel processor (1GB of RAM or better recommended)

To Use VoIP (microphone and speakers or headset):

• Required: Fast Internet connection (384 kbps or more recommended)
• Required: speakers or headset (USB headset recommended)
• NOT required: Microphone - attendees can communicate with the trainer through incorporated chat.


• For the visual section of the training course, we recommend that you have a 64kbps link. This means using an ISDN line or Broadband. Wireless connection is NOT recommended.
• For the audio section of the training course, we recommend that you have a headset or speakers.
• We recommend that you log in 30 minutes in advance of the start time to prepare for the training course.

Courses will be open half an hour before the start time. Please login before the start time to ensure that everything on your system is working correctly.
Registration and payment information (click to expand)
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To purchase your seat at this session please click on the "buy" button. Available slots are limited and will be assigned to registered and paid participants as soon as payment is reported. Early payment is advised in order to secure participation. Allow some time for payment processing if you are paying by wire transfer.

After your payment is received, your status will be changed to “registered and paid” and your spot for the session will be secured. An invoice and receipt of payment will be sent to you for your records.

How do I access the online platform?

72 hours before the webinar takes place, you will receive an invitation to join the session. Please, click the registration link or button provided in the invitation email and complete the registration form.
Created by
 Gwenydd Jones    View feedback | View all courses
Bio: Gwenydd Jones is a freelance Spanish-to-English translator and translator trainer. She has two MAs, the first in Translation Studies and the second in Legal Translation, and the DipTrans (CIOL). With 10 years’ experience, Gwenydd specialises in business, marketing and legal translation. She is also a copywriter. You can read her blog and discover her Spanish-to-English translation courses at
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Feedback on this course (1)
Extremely satisfied (5 out of 5)
François Aubé (X)
"Course content is clear, well organized and within set timeframe."

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