Workplace English Podcasts

Situation 1

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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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Making successful negotiations is an important part of working in a professional context. It is important to remember that you should define your position clearly before you enter a negotiation. In order to define your position, you need to be sure about the following aspects of your position: 

• What you are negotiating for, or what you want;
• What compromises you are willing to make;
• What you are willing to lose; and
• What your bottom line is, that is, the least that you are willing to negotiate for.

Remember, a successful negotiation is usually one that starts well. So the initial discussions are critical in terms of how you and your business associates create favorable impressions of each other.

In this podcast lesson, you’re going to listen to two dialogues. In the first dialogue the participants set the scene for the negotiation by both sides outlining their positions. In the second dialogue, the participants clarify each other positions. At no point during these two initial stages does any actual negotiation occur.

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Introduction

In this podcast lesson, we’re going to listen in on a business meeting where colleagues are making plans for the future.

We’re going to focus on three main areas of language in this lesson. First, we show you how to ask for and give opinions and we’ll point out the difference between opinions and suggestions, which are often confused. Second, we’ll show you how to make simple suggestions using common functional expressions. And finally, we’ll show you how to make plans using the future simple tense ‘will’ and ‘going to.’ ‘Will’ and ‘going to’ are also often confused. They have similar, yet slightly different uses. We’ll make the differences between these two future forms clear.

Situation 1

You're now going to listen to two colleagues, Liz and Sam, having a short business meeting. They are meeting to discuss the details of a new company newsletter. Here they discuss the aim of the newsletter and possible content.

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Although it’s not the same in all business cultures, standing up for yourself, or being assertive, is an important communication skill in Western business culture. You’re more likely to get respect from your colleagues and superiors if you stand up for what you believe in, especially if you can back up your argument or request with real facts and figures.

Being overly assertive or inflexible can cause problems, however, so learning how to achieve a balance is important. Each situation you encounter needs careful thought and planning. Don’t rush into situations where you could weaken your relationship with others or weaken your position within the company.

The following two dialogues demonstrate how standing your ground can work—and how it can sometimes backfire.

SITUATION 1

Conflicts at work can occur for many different reasons. Sometimes, more senior members of staff expect newer members of staff to treat them with respect, even when the newer members may be more talented or skilled than they are. This is the basic theme of the first dialogue.

Let’s now listen in as Nancy, a senior stock trader, talks to Jason, a recently-employed junior trader. It seems that Nancy and her colleagues are not very happy with Jason’s attitude towards them.

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There is a time and a place to talk about employee attitude and performance. Often this is done in an informal situation, sometimes when a manager is new or is taking over a team of new employees. There are many ways of discussing employees and how they are performing.

Let’s listen in as Darlene, the department manager, and her assistant, Richard, discuss a number of employees.

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When you think about it, so much of business involves influencing others. Sometimes, the influence effort is effort-less. On other occasions, though, you will encounter objections. In this podcast, you will hear techniques that work, that help you get your message across. They will make your job of persuading others easier. Basically, when presenting an argument the recommendations are:

1.     Remain professional at all times.
2.     Restate the comment.
3.     Convert the objection to a question, if possible.
4.     Turn the objection around.
5.     Cite research.
6.     Anticipate objections.
7.     Involve others.

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Introduction

Most of us find it difficult to say ‘no’ when someone asks us for a favour, don’t we? It’s difficult to say ‘no’ when you know someone needs your help. It becomes even more difficult to say ‘no’ in the workplace, because you don’t want to offend anyone. However, it’s possible to refuse to do something in a polite and nice way that does not annoy anyone, hurt their feelings or cause offence.

In this lesson, we will look at how to say ‘no’ in the workplace in a way that ensures that the other person can see your point of view. You can do this by speaking factually, firmly and using a calm and polite tone.

Situation 1

You will now listen to two versions of a conversation between Jim and his boss. In the first version, Jim is not able to say ‘no’, and ends up having to do the favour and also make his boss feel that he is doing it unwillingly.

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Introduction

Persistent callers are people who keep calling until they can speak to a certain person. It may be your job to answer the phone and speak several times to the same caller. The caller may be trying to sell something, or may want to talk to someone in your office for a specific reason.

Even if the same person calls many times, you should speak to them politely but firmly. There are many ways in which you can politely tell a caller that they do not need to call again, or that they can leave a message for the recipient.

In this lesson, we will look at how to use specific words and phrases to deal with persistent callers.

Remember that you need to remain polite and patient while talking to callers, even if they call many times.

Situation

You will now listen to a conversation between Sandra, a secretary, and Paul, a persistent caller.

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Introduction

Quite often in business, a deal can be concluded without having a face-to-face business meeting. Where the terms of a deal are not so complex, or a deal has already been partially reached, much of the final negotiation can be done over the phone. In more complex situations, however, face-to-face negotiations are usually necessary.

If you would like to change the terms of an existing agreement, before you make your call to finalize the agreement, you should be clear about your starting and finishing positions. Do the calculations in advance and work out what a satisfactory outcome to the negotiations would be for you. Be aware of all the factors that have an impact on the deal; in most cases there will be some flexibility with these factors.

Situation 

Jenny Bond of United Wholesalers in London has just received the following fax from Bernard Chan of NEG in Hong Kong. NEG supplies fork-lift trucks.

FAX

Re: Special Order of 20 Fork-lift Trucks

Dear Jenny

We regret that our standard vehicles are not suitable for your purpose, but confirm that we can manufacture to the specifications you have forwarded.

Unless you can increase your order from 20 vehicles, however, there will be a substantial charge for this service.

Please let us know if you would like to pursue the matter further.

Yours sincerely

International Sales Director
Bernard Chan

Jenny then telephones Bernard to see if he will accept an order of 25 trucks so they can finalise an agreement. Let’s listen in on their conversation.

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The introduction to a presentation is a very important - perhaps the most important part of the presentation. This is the first impression that your audience have of you. You should concentrate on getting your introduction right. You should use the introduction to:

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