You're listening to Business English Pod, the business English podcast for professionals on the move.
Hello again, and welcome back to Business English Pod.
This is the first in a three-part series that explores the use of many different language techniques in the context of a merger.
Today's episode focuses on vague diplomatic language and probing questions.
Vague and diplomatic language was introduced in podcasts BEP 24, 51 and 52, so you might wish to review those to refresh your memory.
In addition, we'll be covering probing questions, which we first looked at in BEP 64.
To probe is to explore or investigate, so probing questions are used to gather more detailed and targeted information.
And I should also point out that there are two speaking practices at the end of this podcast.
An action-packed episode indeed.
For this series, we again visit our US-based guitar manufacturer, which has a production plant in Costa Rica.
In this episode, we find out that the company is merging with a larger guitar manufacturer.
To merge is to join together.
When two companies join together, we call this a merger.
The new owners want to cut costs, which might mean cutting jobs.
So, an important question in the mind of our old friend Jack is, who is going to be fired?
We join Jack and his boss Jim, who meets Jack by chance in the hallway of the company headquarters.
As you listen, try to find the answers to the following three questions.
The answers will be posted on our website in a few days.
First, who will Jack be meeting with after his chat with Jim?
Second, what city might the Costa Rican plant move to?
And third, why do the new owners want to move the factory out of Costa Rica?
Hey Jack, you have a minute?
Yeah.
I'd like to have a little chat with you if you've got the time.
Sure.
I've got some time before I meet with the U.S. production team.
Good.
This won't take long.
How are things going down in Costa Rica?
Are you able to coordinate everything with our shipping department?
There are a few bumps in the road, but we're getting it all straightened out.
So, what's up?
Well, I wanted to give you a heads up on something, but you've got to keep it under wraps until we're ready to announce it.
So, I need to get your word that you'll keep this information to yourself.
This is strictly on the no-tell list.
Okay.
Mum's the word.
Well...
You may have heard the rumors about a merger.
Mm-hmm.
Well, indeed, we've been bought out by Hatchet Guitars.
Wow.
Yeah, and there's more.
Hatchet plants are mostly in China, and their growth strategy is Asia-focused.
So we might be looking at some consolidation.
Um, what exactly do you mean by consolidation?
Well, uh...
Hatchet took a look at our efforts to lower production costs and I have to say results weren't exactly what we expected from the Costa Rica plant.
Could you explain what you mean by that?
In what way did we fail to meet our production cost goals?
Now Jack, I'm not saying there wasn't great progress in lowering production costs, but our costs just don't compare with Hatchet's Shanghai factory.
So, in all likelihood, they'll have us move production from Costa Rica to Shanghai.
But I don't speak Japanese.
That's Chinese, Jack.
But I don't think that'll be a problem.
I believe they already have a strong team there.
Well, looks like Jack might soon be looking for another job, doesn't it?
And it was a very difficult conversation for both of them to have, wasn't it?
Jim has to give some bad news, but he chooses a careful indirect way that he hopes will be very smooth and easy for both of them.
He first invites Jack into his office for an informal one-on-one meeting.
Hey Jack, you have a minute?
Yeah.
I'd like to have a little chat with you if you've got the time.
Here are some other ways to invite someone to have a one-to-one meeting.
Next he starts with a little bit of business-related small talk, which is very important before beginning any serious discussion.
Small talk which was covered in BEP 44.
Starting a conversation helps each person to relax and get ready for more serious talks.
He asks, how are things going in Costa Rica?
And then asks another more business-related question.
Jack answers by using two idioms.
There are a few bumps in the road, but they were getting it all straightened out.
Bumps in the road means problems along the way, and getting it all straightened out means solving problems and moving forward, such as with untying a big knot and straightening out a string.
To start with business-related small talk before more serious discussions is an important custom and you should learn how to start this type of conversation.
You can check back to BEP44 for more great ways to start a conversation.
But here are some business-related small talk conversation openers you might use before starting an informal meeting or a business discussion.
How's the software project coming along?
So what's new in the accounting department?
It's been a busy month, eh?
But you probably can hear that Jim isn't really interested in the answers to these questions.
He's just trying to start the conversation.
Furthermore, Jack knows that there is another reason for the little chat.
So he cuts off the casual conversation by asking, So, what's up?
Which is an idiom meaning, So, what do you really want to talk about?
After the business small talk has been finished, Jim gets to the reason for the meeting.
Well, I wanted to give you a heads up on something, but you've got to keep it under wraps until we're ready to announce it.
So, I need to get your word that you'll keep this information to yourself.
This is strictly on the no-tell list.
A heads up is an idiom from sports talk, and it means a warning that the ball is coming to you.
So lift your heads up and be ready for it.
The information Jim gives him must be kept secret, so he says that Jack must keep it under wraps.
This literally means keeping something hidden by making sure it's wrapped up with paper or cloth.
He follows this by saying that he must keep the information to himself, meaning he must not share the information with anybody else.
Other ways to ask somebody to keep something secret are This is very sensitive, so please keep it to yourself.
It's all very hush-hush at the moment, so please keep this mum.
This is on a need-to-know basis only.
Jim then mentions that the other guitar company produces most of their guitars in China and that there might be some consolidation, which means merging or joining together to result in fewer parts.
Jim is purposefully being diplomatically vague, since it's an unpleasant subject and he really wants Jack to understand what is happening without him having to say it directly.
Jim uses the phrases might be and some consolidation to be vague and to minimize what might happen.
The word some minimizes the word consolidation, which can mean many different things.
Here are some other ways to be diplomatic and vague when talking about unpleasant news or subjects.
Their response wasn't quite what we expected. and it looks like we might be facing some challenges.
I'm not sure we are quite where we should be on the IT project.
There have been a number of new developments regarding your position.
However, Jack doesn't want to let Jim be so vague, so he probes to find out what the consolidation will mean by asking What exactly do you mean by consolidation?
This is a very direct but normal way to probe for more information.
Using a WH question, who, what, where, why, and when, with the word exactly in it.
Here are some other examples.
Why exactly are these reports not acceptable?
Exactly when are we supposed to finish the planning phase?
Who exactly will be selected for the new management position?
Other, less direct and more polite ways to probe for more information are.
Could you tell us what specific things we should be doing?
Would it be possible to get more detail on the new timetable?
I was wondering if you could give me a little more information on this new marketing plan?
Notice that Jim answers in a vague way concerning the unsatisfactory results at the Costa Rica plant.
And I have to say, results weren't exactly what we expected from the Costa Rica plant.
He uses the phrase weren't exactly in his answer, but in this case as a way of not being specific.
But Jack keeps probing.
Could you explain what you mean by that?
In what way did we fail to meet our production cost goals?
Jim answers diplomatically, softening the coming news, by first agreeing in part that Jack has made progress.
Now, Jack, I'm not saying there wasn't great progress in lowering production costs.
But he then gives the bad news that they will very likely be closing the Costa Rica plant.
But...
Our costs just don't compare with Hatchett's Shanghai factory.
This yes-but method of delivering bad news is another very useful technique.
In the yes part, first say something positive which acts as a buffer or a cushion to soften the bad news.
Then, after your but, state the bad news.
Make it less strong by using softening words and phrases like I'm afraid and just somewhat, not quite, and so on.
Here are some other examples.
We are thankful for your efforts, but I'm afraid we might have to make some changes.
We agree that your plan is a good one, but things have changed somewhat.
Yes, your price was very competitive, but it wasn't quite within our budget.
Notice that both Jack and Jim are diplomatically talking around the subject of Jack's future with the company.
To talk around a subject is to speak vaguely in order to give oneself lots of room to change position, to reinterpret what was said or to keep the other side guessing.
That's what diplomats usually do, which is why this style of speech is called diplomatic.
Neither Jim nor Jack wants to directly mention the subject of Jack's job.
But I don't speak Japanese.
That's Chinese, Jack.
But I don't think that'll be a problem.
I believe they already have a strong team there.
It's not looking good for Jack's job, but we'll have to wait and see if he can hang on to it.
So how do you break bad news diplomatically?
Let's practice this useful skill.
You're going to hear a series of prompts with bad news.
Use the yes-but technique that we just learned to soften the bad news.
Remember, first start with a positive statement to serve as a buffer or a cushion, the yes part.
Then state the bad news, the but part.
You may wish to make the bad news less strong by using words such as a little bit, might, or could.
And instead of but, you can also use although and however.
So, for example, if you hear your analysis was interesting, but you need to improve your presentation, you might say, although your analysis was very interesting, you need to improve your presentation a little.
Are you ready?
Let's give it a try.
Everyone has worked hard, but project will probably be canceled.
The proposal was well done, but customer changed their mind.
Salesforce has performed well, but profits dropped, so no bonus.
How did you do?
Let's listen to some example answers.
We appreciate everyone's hard work on this.
However, the future of the project is now in question.
Although the proposal was well done, it looks like the customer's goals might have changed somewhat.
Answer.
The sales force has performed well, but profits were challenged and bonuses are under pressure.
Now let's practice another main skill we learned today, making diplomatic probing questions.
In a moment, you'll hear a vague statement.
In the pause after each statement, ask a polite probing question to get more information.
Use phrases we've just studied.
For example, would it be possible to get more detail on, Or could you give me some more information on, Or could you tell us what specifically?
For example, if you hear next week I'm going on a holiday, you might ask could you tell us where specifically you're going?
To be even more diplomatic, you can add language like may I ask, or would it be possible?
Let's give it a try.
Looks like they're going to make some changes to the office.
They're all going to a conference next week.
He's giving a presentation this afternoon.
How did you do?
Could you think quickly enough of a probing question?
Remember, there are many possible questions you might have asked, but here are some examples.
Looks like they're going to make some changes to the office.
Really?
You couldn't give me a few details, could you?
They're all going to a conference next week.
I see.
Could you tell us what kind of conference they are going to specifically?
He's giving a presentation this afternoon.
Would it be possible for you to give me a little background on the topic?
And that about covers today's show.
We covered many different types of language introduced in previous episodes, including business, small talk probing, and being vague and diplomatic.
In this episode, you've heard how all these techniques are typically used during certain business discussions.
All these should be part of your language toolbox that you'll be able to use at appropriate times during your various business conversations.
So stay tuned for the next episodes, when we'll hear what Jack decides to do with this new information and whether he's able to stay with the company.
Thanks for listening and see you again soon at Business English Pod.
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