Speech strategies of influencing a recipient in a modern English letter of complaint

Pashina Alyona Vladimirovna, Vertyankina Natalia Viktorovna, Sharipova Elvira Mansurovna

The article is devoted to the analysis of speech strategies and tactics of influencing the recipient in a letter of complaint in English-language business correspondence. The author identifies approved and disapproved strategies and tactics. Permissible and unacceptable tactics of pressure on the recipient are described. The most effective modern way of structuring a complaint letter is recognized as "complaint sandwich", which allows to implement the strategy of positive politeness, which forms the basis of English business culture.

Keywords:speech strategies, speech tactics, English business correspondence, complaint letter.