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BEP 83: Expressing the Future and Future Certainty
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Introduction
In this podcast lesson, we’re going to look at how people talk about future events. We’re also going to look at how to express future certainty, that is, to say how likely something will happen in the future.
What is the difference in usage between the future simple ‘will’ and ‘going to’? Many native English speakers would have problems answering this question in a grammatical sense, but they would automatically know how to use both future forms in conversation. In the lesson, we’ll make clear the difference between them.
Although seldom used by learners of English, native English speakers commonly use the present continuous tense to talk about the future. Seems strange to use a present tense for this purpose, but in certain contexts, it’s the right thing to do.
Three common verbs are also used to express the future: ‘plan,’ ‘intend,’ and ‘expect.’ We’ll show you how to use these verbs correctly in the right context.
And finally, we’ll show you how to talk about a future event in varying degrees of certainty.
Situation
Merta Motorparts, is going through a merger and, as a result, many changes are being planned in order to prepare the company for their new owners. Listen in as three employees from the Finance Department discuss some of the changes and how these changes will affect them.
Notice the use of “will,” “going to,” and verbs such as “plan,” “expect” and “intend” to talk about the future. Notice also how the speakers speculate about the future, i.e. say how likely a future event will happen, using words such as “probably,” “likely,” “possibly,” etc. |
BEP 82: Small Talk - Discussing a Colleague
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Introduction
Small talk is essential in business. Whether you’re speaking to a colleague, a client or a customer, a little social chat will help to strengthen the relationship you have with them.
Small talk doesn’t need to be limited to informal situations such as over lunch or dinner. It is most effectively used when meeting someone for the first time, before and after formal meetings and even at the start of business telephone conversations. In these situations, the main purpose of the small talk is to break the ice and help create a more relaxed atmosphere.
In this podcast lesson, you’re going to hear a rather informal conversation between colleagues. The conversation never gets too informal, like it would between close friends; however, the language used is quite colloquial at times. Later on, we’ll look at some of the more informal language and show you how to use it in different contexts.
Situation
Richard Bent and Cristine Keen are work colleagues. They are having lunch near their office and are discussing the situation related to the new accountant in their department. |
BEP 81: Telephoning - Making a Cancellation
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Introduction
Often in business things don’t go according to plan. Sales fall, meetings are rescheduled, budgets are cut, orders are cancelled, flights are delayed. So just how do we inform our colleagues or customers about bad news? How should we apologise and how should we react to an apology?
In this podcast lesson, we’re going to use a telephone conversation between a buyer and a supplier to illustrate some of the common language used when giving and reacting to bad news.
Situation
Andrea Suchy, a clothes buyer for a large shop in London, is calling one of her suppliers, Prebdel Manufacturing in Hong Kong, to cancel a recently placed order.
Because the company has recently declared a profit warning, the purchasing department is being required to reduce its purchases by 25%. However, the order with Prebdel was placed one week before this and it might be too late to cancel.
You’re now going to listen to Andrea as she tries to cancel her order without damaging her business relationship with Prebdel.
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BEP 80: Passing on Telephone Messages to Clients
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Introduction
Remember when passing on messages to clients, details are very important. It does no good to relay a message if you’ve forgotten the time of the appointment or can’t remember the name of the person calling. Everyone makes mistakes and sooner or later most people forget a detail, but the most important thing is communicating this information clearly and accurately.
When you’re being given a message to pass on to someone, never be afraid to ask for clarification, repetition or anything else, particularly when dealing with detailed information. It’s much more important to ask a few times and be sure it’s right than to give out the wrong information.
In this podcast lesson, you're going to listen to Beth relaying some messages to her company's clients. Beth works as a receptionist for a large garment manufacturer. Today is the first day back in the office after a one-week holiday, and several managers are still on vacation. They've instructed Beth to pass on messages to clients they know will be calling.
Situation 1
In the first situation you’re going to listen to Beth passing on a message to a client. |
BEP 79: Small Talk with Colleagues
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Introduction
Many of you will be working for international companies where you come into daily contact with foreigners, some of whom will be native English speakers. Whether you’re working face to face with a foreign colleague in your office, or just bump into a foreigner you know in your company canteen, a corridor, a lift or when you are arriving or leaving work, you’ll need to make some conversation. You don’t always need to talk about work although this is what you have in common and it is easier to talk about things that you both know about.
Social conversations are important when you want to build better relationships with people and when you want to develop closer friendships. If you want to become more than just work colleagues, you’ll need to talk about things other than work!
Situation
Marcel and Donna, two colleagues at AEN Publicity, are chatting at the water-cooler. They don’t really know each other very well, but are quite happy to exchange a few words. The conversation is very informal so you may come across some interesting new words and expressions. |
BEP 78: Strategy for Customer Service
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Introduction
Rule 1: The customer is always right.
Rule 2: If the customer is wrong, rule 1 applies.
It is said that for every person who complains, there are 26 other people who suffer in silence, and each unhappy customer tells 10 to 16 other people. But if you address the problem in the right way, 90 per cent of the complainers will do business with you again. When people complain, they are usually angry or upset. This can be difficult to handle in a second language.
In this podcast lesson, we’re going to look at how the same customer complaint is dealt with in two completely different ways. One will be the right way and the other, the wrong way.
After you’ve finished listening to this lesson, make sure you review our study notes on a six-stage customer service strategy. You can apply this strategy to most customer service situations where you need to handle a face-to-face customer problem.
Situation 1
You're now going to listen to a conversation between a bank teller and a customer who has a complaint about the bank’s service.
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BEP 77: Introducing Yourself at Work
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Introduction
Introducing yourself to a stranger for the first time can be difficult for some people. For outgoing people, starting a conversation with someone they have never met is usually easy. On the other hand, most people find it hard.
When you introduce yourself to someone at work for the first time, you have an advantage. You both work for the same company. You have something in common: something to talk about! And you’ve probably already seen each other around the place before.
There are a number of ways of making a self introduction. It usually needs to be on a case by case basis; however, here’s some basic advice to get someone’s attention and finally make an acquaintance.
• The direct approach works for most people who have the confidence to do so. Simply go up to the person whom you want to introduce yourself to. Say “hello,” offer a handshake and tell them your name. If, however, it is a group you are approaching, politely ask if you can join them.
• Giving a compliment is also a good tactic. Remember to give a compliment that you really mean. Sincerity is the key here. You can start the conversation with a statement like, “I like your shirt” or “You have a nice watch”. The other party can reply with a, “Thank you”. From that point, be prepared to talk about the object you are complimenting on to prove that you really admire it. After a minute or two, or when appropriate, start introducing yourself.
• Make a comment to someone about the situation you’re in or the environment. Once they’ve responded, introduce yourself.
• If the person you want to introduce yourself to is speaking to someone you already know, then take it as a chance to get acquainted. Walk towards them and say hello to your friend or the person you knew. An introduction can then follow naturally.
• If you want to introduce yourself to a person you only know by name, you can start a conversation by confirming their name - “Mr Reynolds?” Once you get their attention, continue by stating how you know about them and then introduce yourself.
With the right introduction, a good attitude, and confidence, you can find yourself creating a good impression and friendly relationships.
Situation 1
Peter Harvey and Sarah Rogers, who both work for the same multinational company in London, meet for the first time in the staff restaurant. Let’s hear how Peter first makes contact and then introduces himself to Sarah. |
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