How to....- Rephrase a concept in a business environment.

Using language diplomatically can be a challenge, even when speaking our mother tongue, but it is especially difficult when speaking a foreign language since we often lack the appropriate vocabulary, and a knowledge of alternative grammatical structures.

1. Softeners

‘I’m afraid’ is commonly referred to as a ‘softener’, a linguistic tool used to soften the tone of our content or convey politeness when we speak. Softeners often occur at the beginning of a sentence to prepare us for bad news: I’m afraid, so sorry, to be honest, unfortunately, with all respect

·         To be honest, I think we need to rethink our marketing strategy.

·         With all respect, I don’t agree with what you just said.

2. Modal Verbs

Modal verbs such as would, could, may or might are great for softening a request or giving a command:

- I want more time to finish this presentation.

·         I could use more time to finish this presentation.

·         It would be nice to have more time to finish this presentation.

- Hand me the telephone, please.

·         Would you hand me the telephone, please?

·         Could you hand me the telephone, please?

3. Rephrasing a Negative Sentence

Negative sentences can be rephrased in order to make them appear more positive. Our very first sentence can be made even more diplomatic in this way:

- I’m afraid I haven’t finished the report.

·         I’m afraid I haven’t been able to finish the report yet.

Using ‘be able to’ here places emphasis on your attempt to finish the report rather than your failure to do so.

The addition of ‘yet’ at the end of the sentence reinforces the idea that you are still working on the report and it is almost completed.

Negative sentences that are formed with can’t and won’t make the speaker sound particularly negative and unhelpful and can often be rephrased with be able to, or a similar expression:

 -  I can’t give you a better deal than that.

·         I am not able to give you a better deal than that.

·         I am unable to give you a better deal than that.

·         I am not in a position to give you a better deal than that.

Similarly, affirmative sentences containing words with a negative meaning can be rephrased in order to soften the message and achieve a more indirect effect:

- I am unhappy with this agreement.

·         I am not entirely happy with this agreement.

·         I am not totally happy with this agreement.

Here the negative adjective unhappy is replaced with its positive counterpart happy, modified with an adverb such as entirely, totally or completely, and the sentence is changed to the negative form.

Of course, to achieve the best results we’ll need to combine these techniques to make sentences that contain several of these elements.

How to ... Learn to be more diplomatic!

Let's face it when we are up against serious issues that we need to take care of quickly and efficiently we don't worry so much about possibly ignoring other people's feelings and/or opinions. However, there is a way of getting things done in a hurry and properly without having to  be labeled an egocentric tyrant.   Here are some suggestions and set phrases.

Avoid expressions like:

“You have to…”,

“Always...,”

 “Never…”

"I need it done this way!"

"No ifs or buts!"

"I said so!"

Use indirect language like:

 “You might consider,...”

 “I think it might be stronger if…,”

“It looks like you are saying....”

Give your feedback in the form of a question:

 “Have you thought of changing…”

“Would you consider doing this…”

" Have you considered the issue from another angle...."

When you don't agree, start by giving positive feedback  before disagreeing, like:

"I see your point, however,....."

"I hadn't considered that aspect, but...."

"Your suggestion is valid, nonetheless......"

How to…. make a complaint

http://esl.about.com/od/grammarstructures/a/f_complaints.htm

Have the airline company lost your suitcase? Did the taxi-driver charge you through the nose for a taxi ride? Many times you find yourself in a situation where you need to make a complaint but where your limited knowledge of the language is holding you back.

There are a number of formulas used when complaining in English. It's important to remember that a direct complaint or criticism in English can sound rude or aggressive. Therefore it's best to mention a problem in an indirect manner. Here are some of the most common expressions to introduce your complaint politely:

·         I'm sorry to have to say this but...

·         I'm sorry to bother you, but...

·         Maybe you forgot to...

·         I think you might have forgotten to...

·         Excuse me if I'm out of line, but...

·         There may have been a misunderstanding about...

·         Don't get me wrong, but I think we should...

·         I understand it's not your fault, but …

·         Can you help me with this?

·         Excuse me, but I understood that ...

Formula	Example Finish
I'm sorry to have to say this but	I think we need to take another approach.
I'm sorry to bother you, but	I think you need to refine this layout.
Maybe you forgot to	include his name and number.
I think you might have forgotten to	finish the report on time.
Excuse me if I'm out of line, but	your work has not been adequate lately.
There may have been a misunderstanding about	what I expected from you.
Don't get me wrong, but I think we should	concentrate on the Smith account for the moment.
I understand it's not your fault, but	the airline promised they would deliver my baggage yesterday
Can you help me with this?	Can you help me with this? The trade fair posters came back from the agency with some typing errors.
Excuse me, but I understood that ...	the taxi ride to the airport was only 25 dollars

                       

How to…. close a meeting

Wrapping Up

There are different reasons why a meeting comes to an end. Time may run out, or all of the items in the agenda may be checked off. Some meetings will end earlier than expected and others will run late. The odd time, a meeting may be cut short due to an unexpected problem or circumstance. Here are a variety of ways to adjourn a meeting:

• It looks like we've run out of time, so I guess we'll finish here.
• I think we've covered everything on the list.
• I guess that will be all for today.
• Well, look at that...we've finished ahead of schedule for once.
• If no one has anything else to add, then I think we'll wrap this up.
• I'm afraid we're going to have to cut this meeting short. I've just been informed of a problem that needs my immediate attention.

Reminders

There is almost always one last thing to say, even after the closing remarks. A chairperson might close the meeting and then make a last-minute reminder. Instructions for tidying up the room may also be mentioned.

• Oh, before you leave, please make sure to sign the attendance sheet.
• I almost forgot to mention that we're planning a staff dinner next month.
• Don't forget to put your ballot in the box on your way out.
• If I didn't already say this, please remember to introduce yourself to the new trainees.
• Could I have your attention again? I neglected to mention that anyone who wants to take part in our company’s charity run next Saturday is welcome to join us.
• If you could all return your chair to Room 7 that would be appreciated.
• Please take all of your papers with you and throw out any garbage on your way out.

Thank You and Congratulations

The end of the meeting is also the time to thank anyone who has not been thanked at the beginning of the meeting, or anyone who deserves a second thank you. Congratulations or Good-luck can also be offered here to someone who has experienced something new, such as receiving a promotion, getting married, or having a baby.

• Before I let you go let's all give a big thank you  to Thomas for organising the refreshments.
• Again, I want to thank you all for taking time out of your busy schedules to be here today.
• Most of you probably already know this, but Nolan's wife just gave birth to a baby boy.
• As you leave today, don't forget to wish Stella luck on the weekend.The next time you see her she will be happily married.

Follow Up

In the closing remarks, the chairperson, or participants may want to discuss the date and time for the next meeting, when the minutes will be available, or when a decision should be made by. This is also the time to give contact information, such as how to send a question by e-mail or who to call regarding a certain issue.

• We'll meet again on the first of next month.
• Next time we meet I'll be sure to have those contacts for you.
• If anyone has any questions about anything we discussed today, feel free to send me an e-mail.
• The minutes from today's meeting will be posted as of tomorrow afternoon.
• I'll send out a group e-mail with the voting results.

How to .....write a resignation letter

The world of work is a small one - somehow everyone knows everyone. So no matter how big the temptation is to write an honest resignation letter (i.e. telling your boss exactly why you are leaving) don't do it! 

This letter may be included in your employment file and could be shared with potential future employers; therefore, it should be professional and polite. 

Below we show you how to write your resignation in a way that won't leave a negative impression of you with your previous employer. Things to keep in mind are:

· be simple: include the fact that you're resigning and the last day you will work

· be brief and focused: get to the point. No lengthy explanations as to why you are leaving.

· be positive: even if hate your job, don't say it. Make sure that you do not include anything negative about the company, your supervisor, your co-workers, or your subordinates. 

· be polite: thank your employer for the opportunities you have had during your employment. 

When to give a reason: if you're resigning under positive circumstances, you're relocating or going back to study for example, it's fine to include the reason. If you're resigning because it's a bad job, it's better not to give a reason. 

Sample resignation letter (not working your notice)

Dear Mr Turner,

Please accept this as formal notice of my resignation from the position of _____ (your job title and site/department/ division  as  applicable), with effect from _____ (normally date of the letter or receipt of letter - check your contract - if in doubt refer to date of letter).

I realise that my contract of employment requires me to work until _____ (date that your employment ceases according to notice period, calculated from your stated effective date of   resignation), however I'd be grateful to be released earlier on ______ (date that you actually need to leave), and will assume that this is acceptable unless you inform me to the contrary.

(This part is optional) While I believe that I am moving for good reasons, I am sorry to leave, and I thank you for your support during my time with the company, which I have found enjoyable and fulfilling.

(And if applicable) Please let me know the arrangements for handing back equipment, company car, etc, and handing over outstanding work and responsibilities.

Yours sincerely 

Sample resignation letter (working your notice)

Dear Mr Barker,

Please accept this letter as formal notice of my resignation from the position of Client    Services technician with Alderson Incorporated.

My last working day will be February 3, 2012. This is two weeks from today as per my employment contract.

Thank you for the opportunities I have been given during my time with the company.

I wish you and the company well in the future.

Sincerely

How to ….. write a polite reminder email

Pietro is a project manager at a major food and beverage company. Last Wednesday Pietro emailed his colleague Ray in the United States requesting him to update the Key Progress Report. Pietro cannot complete the full report without this information and needs a reply ASAP. His colleague hasn't responded yet and Pietro is not sure if the email even got to him. What can Pietro do? 

 
It is likely that you have at some time found yourself in a similar situation; you need to write an email to remind someone who has not answered you that they need to do something. The language you should use to write a polite reminder email should ideally be respectful and assertive.

Be sure to

· specify the response you want, and to include any call to action you expect, such as a phone call or follow-up appointment.

· Consider who you are writing to: is your colleague American or British? Generally Americans prefer direct language, while the British prefer diplomatic language (see article British Communication Styles).

· Include or forward the original      email to the original recipient  and write a suitable subject line: e.g. Polite Reminder: Key Progress Report feedback needed / Please provide your feedback etc.

· Write a soft reminder implicit that you understand that they might be busy. Here you don’t actively demand that they do something immediately, you just ask them when they will be able to do it.

In the section below are some examples, varying in tone and formality, which you can use as a template

Hello Ray,

Have you had time to look into this? Can you let me know when you will be able to do it?

Kind Regards,

Pietro

Hello Ray

I’m just emailing to check you got the Key Progress Report I sent you on the 7th of May. I have to complete the report for the Senior Users and I can’t do that until I receive your feedback. Can you please tell me when you'll be able to look at it for me?

Kind regards,

Pietro

Dear Ray,

I am following up on the email I sent on May 7th regarding your feedback for the the Key Progress Report. I need to send the complete report to the Senior Users by Thursday and would ask you to please reply, confirming the details of the assignment. You can also reach me at 355 631 4671 should you need any help.

Respectfully yours,

Pietro

Dear Ray,

This is with regards to the Key Progress Report email sent 7th May.  We have still not received a response from you. Please send us the desired data by Monday EOD.

Please let us know if you require any assistance from our end.

Regards,

Pietro

How to... manage meetings

After having dealt with opening meetings now we can continue the theme of managing meetings by speaking about the expressions to use during the meetings

Watching the Time

One of the most difficult things about holding an effective meeting is staying within the time limits. A good agenda will outline how long each item should take. A good chairperson will do their best to stay within the limits. Here are some expressions that can be used to keep the meeting flowing at the appropriate pace.

• I think we've spent enough time on this topic.
• We're running short on time, so let's move on.
• We're running behind schedule, so we'll have to skip the next item.
• We only have fifteen minutes remaining and there's a lot left to cover.
• If we don't move on, we'll run right into lunch.
• We've spent too long on this issue, so we'll leave it for now.
• We'll have to come back to this at a later time.
• We could spend all day discussing this, but we have to get to the next item.

Regaining Focus

It is easy to get off topic when you get a number of people in the same room. It is the chairperson's responsibility to keep the discussion focused. Here are some expressions to keep the meeting centred on the items as they appear on the agenda.

• Let's stick to the task at hand, shall we?
• I think we're steering off topic a bit with this.
• I'm afraid we've strayed from the matter at hand.
• You can discuss this among yourselves at another time.
• We've lost sight of the point here.
• This matter is not on today's agenda.
• Let's save this for another meeting.
• Getting back to item number 5...
• Now where were we? Oh yes, let's vote.

Voting

When issues cannot be resolved or decisions cannot be easily made, they are often put to a vote. Most votes occur during meetings. Votes can be open, where people raise their hands in favour or in opposition of the issue. In an open vote, the results are evident immediately. Other votes, such as who should be elected to take on a certain role, are private or closed. During private votes, attendees fill out ballots and place them in a box to be counted. The results may not be counted until after the meeting. Here are some specific expressions used during open voting:

• All in favour?
  (Those who agree raise their hands or say "Aye".)
• All opposed?
• Motion to hire more tour guides, moved by Thomas.
  (Suggestions or ideas that are put to a vote are called motions. When a person makes a suggestion, the term to use both during the meeting and in the minutes is moved.)
• Motion to hire more tour guides seconded by Nolan.
  (When another person agrees with the motion, it is seconded.)

When a motion is voted and agreed upon it is carried. When it is voted and disagreed upon it is failed. Most often votes are put to a majority. If there is a tie vote, the chairperson will often cast the

Comments and Feedback

During the meeting, participants will comment, provide feedback, or ask questions. Here are some ways to do so politely:

• If I could just come in here...
• I'm afraid I'd have to disagree about that.
• Could I just say one thing?
• I'm really glad you brought that up, Kana.
• I couldn't agree with you more. (I agree)
• Jane, could you please speak up. We can't hear you at the back.
• If I could have the floor (chance to speak) for a moment...
• We don't seem to be getting anywhere with this.
• Perhaps we should come back to this at another time?

How to … solve problems in emails

Technical problems

Did you get my last message on …?

?    

Sorry, you forgot to attach the file. Can you send it again?

I got your email, but I can’t open the attachment

Asking for clarification

I’m not sure what you mean by ..? Could you clarify?

Which … do you mean?

I don’t understand this point. Can you explain in a little more detail?

Giving clarification

Sorry, what I meant was…., not …

I’ll check and get back to you.

The correct information is given below. Please amend your records accordingly.