Anticipating, preventing and dealing with arguments and complaints

Format: Webinar presentations
Topic: Business skills for translators

Course summary
Start time:Oct 22, 2013 15:00 GMT     Add to calendar

The session has already taken place. A link to the video will be added for purchase within one working week after the session at

If you purchased the webinar please find the video at your My videos page

A certificate of attendance can be downloaded at

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. It 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.

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 sort of complaints that may be raised after delivery 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.

Here is some feedback from others on these course's trainer:

"I'm lucky because the two qualifications discussed here were the ones I had already chosen for myself and all I needed was a little more details plus someone's honest perspective on the things and processes involved. All questions answered, thank you!"

Nadine Cesson

"Presented exactly what she said she would"


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.
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)
Click to expand
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
General discussions on this training

Anticipating, preventing and dealing with arguments and complaints

Stanislaw Czech, MCIL Identity Verified
United Kingdom
Local time: 13:07
Member (2006)
English to Polish
+ ...
I cannot find video of this trainingFeb 25, 2014

And I would like to see iticon_smile.gif

I cannot find video of this trainingFeb 25, 2014

Stanislaw Czech, MCIL wrote:

And I would like to see iticon_smile.gif

Hello Stanislaw,

Please find it at or at My videos page

Hope this helps.



Sign in to add a comment

To report site rules violations or get help, contact a site moderator:

Moderator(s) of this forum
Helen Shepelenko[Call to this topic]

You can also contact site staff by submitting a support request »
This discussion can also be accessed via the forum pages.

Course registration
To view pricing and payment options for this course, you must login to your account.

Do you have any questions about training?
Read the training FAQ »

Still need help? Submit a support request »

Would you like to share your thoughts about the training platform? Click here to discuss this feature in the forums »

Feedback on this course (3)
Extremely satisfied (5 out of 5)
Extremely satisfied (5 out of 5)
Extremely satisfied (5 out of 5)

All of
  • All of
  • Term search
  • Jobs
  • Forums
  • Multiple search