You're listening to Business English Pod, the Business English podcast for professionals on the move.
Welcome back to Business English Pod.
My name's Robert, and in today's lesson, we're going to learn how to use diplomatic language.
That means language that is careful or not too direct.
This lesson is part of our new series of fresh takes on some of our older lessons.
We've kept the same dialogue but have new explanations and practice for our lower-level learners.
Now, as I said, diplomatic language is careful, polite, and not too direct.
For example, imagine you're talking to your boss about a problem.
You could just say, we have a problem.
But you want to be careful, right?
So, how about saying, we might have a slight problem.
Using words like might and slight makes it softer or more diplomatic, don't you think?
Now, imagine you're the boss and your employee is explaining a problem, but you don't understand.
Well, you could say, I don't understand.
But doesn't that sound kind of short and direct?
You don't want to start an argument.
You just want to understand.
So you can try something like, I'm afraid I'm not quite sure what you mean.
Don't you think that sounds softer?
Great.
Well, this is the kind of language we're going to learn and practice today.
You'll learn how to ask probing questions carefully and how to ask for clarification when you don't understand.
You'll also learn how to minimize or make something seem smaller or less serious than it really is.
And finally, you'll learn how to disagree carefully using yes-but statements.
In the dialogue you'll hear a teleconference meeting between four managers who work for a guitar company.
Jack is the production manager at the guitar plant or factory.
He's talking to Jim, Dan, and Angie at the company's headquarters.
They're talking carefully about some recent problems at the plant.
As you listen, try to answer the following questions.
1.
How does Jim ask Jack about the problem at first?
2.
Jack doesn't want to say some workers couldn't breathe because that sounds too serious.
What does he say instead?
3.
At the end of the dialogue, Dan wants to disagree with Jack.
What does he say before he disagrees?
Hello, this is Jack.
Is this Jim?
Yes, indeed.
And with me are Dan and Angie.
How about at your end?
It's just me here at the San Jose plant.
I didn't get the agenda for this teleconference, just the schedule.
So what can I help you with?
Well Jack, we've heard that there's been some trouble at the plant, and we thought that perhaps you could tell us what seems to be the problem.
Oh, problem?
Nothing serious.
Things are going well.
We've had some environmental issues but that has not hurt our production, which has gone up from.
Could I just interrupt for a moment?
Jack, this is Angie.
I've received reports of workers getting sick at the plant.
Could you please give us some details on this?
Sure, Angie.
It seems that a few workers had problems breathing when painting the guitar parts.
They were quickly treated and sent home.
These things do happen at any plant anywhere in the world and I would like to say production is increasing.
After all, what are we after?
No plant is perfect, and we're meeting our goals.
Jack, this is Dan.
I understand what you're saying, but I'd like to point out that we heard these workers complain to the local government.
This could give us a bad reputation and we don't need the government looking for reasons to close the plant.
While I agree with a lot of what you say, Now let's go through the dialogue again and look more closely at the careful language and vocabulary that the group used in their conversation.
As we go through the lesson, we'll also give you some more examples to practice.
Hello, this is Jack.
Is this Jim?
Yes, indeed.
And with me are Dan and Angie.
How about at your end?
So this is the start of their teleconference and it's important for everyone to know who's on the call.
They can't see each other, so they have to introduce themselves.
Notice that on the telephone, we don't say, I am Jack.
Instead, we say, this is Jack.
This group of people already knows each other, so their introductions are pretty brief.
Still, Jim makes sure to mention Dan and Angie's names so Jack understands who he's talking to.
Let's practice some more ways of introducing people at the start of a teleconference.
I want you to repeat what you hear to practice each expression.
Ready?
Let's start by taking a roll call.
Andrew Foulkes is also joining us today.
He's our chief engineer.
Who do we have with us today?
Leslie Murphy will be with us shortly.
Great work.
Now, let's continue with the dialogue.
Let's listen as we hear Jim ask Jack about the problem at the factory.
It's just me here at the San Jose plant.
I didn't get the agenda for this teleconference, just the schedule.
So what can I help you with?
Well Jack, we've heard that there's been some trouble at the plant, and we thought that perhaps you could tell us what seems to be the problem.
Does Jim just come out and say directly, what's the problem?
That wouldn't be very diplomatic, would it?
He wants the conversation to be calm and clear.
So he starts by saying that he's heard there has been some trouble.
Then Jim says, we thought that perhaps you could tell us what seems to be the problem.
It's not really a question at all.
It's just a careful statement that invites Jack to talk about the problem.
And Jim uses words like perhaps and could and seem to soften his statement.
That's much better than just saying, what's the problem?
Let's try some more ways of introducing tough questions indirectly.
Notice that these are not all direct questions.
They are either statements that invite an explanation or questions using could or can to be polite.
Could and can are modals, and modals are a really common way to soften our language.
I wonder if you could explain how you...
I'm afraid I'm not quite clear about.
I'm interested in knowing more about.
Could you fill me in on?
Could you put me in the picture about Great?
Can you see how these examples are more indirect and polite?
Now, let's get back to the dialogue as Jack begins to explain the problems at the plant.
Oh, problem?
Nothing serious.
Things are going well.
We've had some environmental issues, but that has not hurt our production, which has gone up from.
How does Jack begin talking about the problem?
Well, he actually sounds surprised when he says, Oh, problem?
Right away, we can hear that Jack is trying to make the problem seem not so bad.
When he does talk about the problem, he uses very general language, saying We've had some environmental issues.
What are the issues?
Issues isn't a very specific word at all.
It's just a softer way of saying problem.
And after mentioning these issues, Jack changes the subject.
He starts talking about how production has gone up.
That means the factory is doing well and making lots of products.
Clearly, Jack is trying to avoid talking about the problem.
Now, how do the others respond to Jack?
Could I just interrupt for a moment?
Jack, this is Angie.
I've received reports of workers getting sick at the plant.
Could you please give us some details on this?
Angie politely interrupts him and notice she says This is Angie, just so he's clear who is speaking.
Angie wants to ask for clarification.
That is, she wants to understand more about what the issues are.
But she has to be polite and careful so that Jack doesn't get angry, right?
So she uses could and please.
But she also wants Jack to be specific, so she asks for some details.
Asking for clarification, like Angie has done, is really important, especially when we are using indirect language.
Indirect language is soft and careful, but sometimes it's not always clear.
So let's practice some more ways of asking for clarification.
Are you ready?
I want you to repeat what you hear to practice each expression.
I'm sorry.
Could you explain what you mean by?
What exactly do you mean by?
What exactly are you getting at?
So, does Jack finally give some details about the environmental issues?
Let's listen and find out.
Sure, Angie.
It seems that a few workers had problems breathing when painting the guitar parts.
Remember, Jack doesn't want the problem to seem too serious, right?
So when he talks about it, he tries to minimize the problem.
That means he tries to make it seem smaller or less serious.
How does he do that?
Well, one way is to minimize number, quantity, or size.
So Jack says, a few workers, which sounds better than many or some workers.
We can also minimize with words like seems, maybe, and perhaps.
So Jack says, it seems that people got sick.
Does he really mean that it just seems like they got sick?
No, there's no doubt, but he's trying to minimize the problem.
How about trying some minimizing language yourself?
Remember the expressions we've just talked about.
Also remember that we sometimes use modals like could and might when speaking carefully.
Are you ready?
Could I just go back to the point about timing?
It seems we have a slight problem.
There might be a small delay.
That might be quite expensive.
Won't that be a bit expensive?
Perhaps we could meet again next week?
So, we've heard Jack try to minimize the problem with a couple of careful words.
Now, let's hear him continue explaining.
They were quickly treated and sent home.
These things do happen at any plant anywhere in the world and I would like to say production is increasing.
After all, what are we after?
No plant is perfect, and we're meeting our goals.
What does Jack talk about in his explanation?
Well, he's still trying to minimize the problem by saying that this type of problem happens everywhere and by saying that the factory is still meeting its goals or achieving what it planned to do.
Now, do you think that the others will let the issue go and just forget about it?
No, they won't.
But they still need to talk about it carefully and gently.
Let's hear how they do that.
Jack, this is Dan.
I understand what you're saying, but I'd like to point out that we heard these workers complain to the local government.
This could give us a bad reputation and we don't need the government looking for reasons to close the plant.
Dan has just shown us a really great way to disagree with someone carefully.
First, you say yes to their opinion, or show that you understand.
Then you say but and give your own opinion.
When talking about sensitive issues, people can get upset easily, especially if they think people aren't listening to what they're saying.
So, before you disagree, make sure you show them you have heard their opinions.
What exactly did Dan say?
He said, I understand what you're saying, but... And then he talked about his worries.
That's much softer than just starting with but or just disagreeing without any lead-in.
Now, let's try some more ways to disagree with someone by using the yes, but technique.
Ready?
Here we go.
Yes, I see your point, but I'm not quite sure we can afford to do that.
I think it's a good idea, but it might be a bit difficult to implement.
So we've heard about some of Dan's worries.
The workers have complained to the local government, which means they've told local officials about the problem.
And that could damage the company's reputation or image in other people's minds.
Dan even mentions the possibility of the government closing the plant.
Sounds pretty serious, doesn't it?
But we'll have to wait for our next lesson to find out what happens.
Now, we're going to practice some of the language we've learned in this lesson.
Let's start with minimizing.
You will hear a sentence.
You have to repeat the sentence, but minimize the ideas.
Remember, we often minimize numbers or quantities or size.
We also use modals and words like might and maybe.
Let's take it one sentence at a time, and we'll provide an example answer for each response.
Ready?
Let's give it a go.
Answer few employees are quite upset about the plan.
That is definitely too expensive for us right now.
Answer that might be a bit expensive for us right now Answer.
There have been some small delays on the project, so we should probably work overtime.
Great work.
Now, let's try practicing the yes, but technique for disagreeing.
Imagine that you are in a meeting with some coworkers.
You will hear an opinion from one of your coworkers.
Then I will suggest how you can respond.
Use my suggestion to disagree carefully using yes, but.
I'll guide you through each step of the practice and will provide an example answer for each response.
Ready?
Let's give it a go.
I think the new website looks really nice.
Respond by saying that the website looks OK but it is not very functional.
Answer.
Yes, the website looks pretty good, but it's not very functional.
Answer.
I think our vehicles are getting too old and that we should replace them.
Now say that you agree that the vehicles are quite old, but you think it's too expensive to replace them.
Yes, the vehicles are quite old, but it's too expensive to replace them.
To finish off, let's practice some of the vocabulary and expressions we've covered in this lesson.
In a moment, you'll hear a series of sentences with a word replaced with a beep.
Repeat each sentence, including the missing word.
For example, if you hear... You can say... After each response, we'll provide the correct answer.
Let's begin.
If you work hard, you should be able to meet your sales each month.
Answer.
If you work hard, you should be able to meet your sales goals each month.
We are building a new that will manufacture parts for cars and trucks.
Answer.
We are building a new plant that will manufacture parts for cars and trucks.
Answer.
You must pay property taxes to the local government every year.
Before we begin the meeting, please look at the, so you know what we're discussing answer.
Before we begin the meeting, please look at the agenda so you know what we're discussing.
That's all for this lesson, the first in a series about diplomatic or careful language.
We've learned all about asking probing questions and asking for clarification.
We've also learned how to minimize and to disagree using yes, but.
In the next lesson, we'll hear the group continue to talk about the problem at the factory.
They'll show us some more great techniques for speaking carefully and diplomatically, so be sure to tune in.
Thanks for listening, and see you again soon.
