Business conversation 25

Problems with a Client

(in an office)

Ms Adams: Thank you for coming to the meeting today, Mr Gilder. 
Mr Gilder: My pleasure, Ms Adams. Now, what problems are we having around here?

Ms Adams: Well, unfortunately, we’re having a number of problems with our clients in Holland.
Mr Gilder: They usually pay on time. I don’t understand …

Ms Adams: Yes, you’re right. They ARE excellent clients. Unfortunately, they aren’t pleased with the merchandise we are sending them.
Mr Gilder: How can that be? We always provide first class products.

Ms Adams: I know, however they aren’t happy. They say they are meeting with a new manufacturer next week.
Mr Gilder: Nonsense, and what are we doing to change things?

Ms Adams: Well, that’s the reason for our meeting today. I’d like to make a few suggestions.
Mr Gilder: I’m listening …

Ms Adams: Why don’t we change suppliers?
Mr Gilder: Is that the problem?

Ms Adams: Let’s take a look at some of the suppliers in the area. I’m sure we can find a better one.
Mr Gilder: OK, what other suggestions have you got?

Ms Adams: Shall we invite them to meet with us?
Mr Gilder: That’s an excellent idea. It’ll show them our concern.

Ms Adams: OK, I’ll arrange a meeting. Thank you Mr Gilder.
Mr Gilder: No, thank you Ms Adams. 

 Business Conversation 24

Advanced Level Dialogue

 Tim: Hey, can I get a little facetime?

Randall: Sure, let’s dialogue.

Tim: Great. I tried to ping you earlier, but you weren’t in.
Randall: Yeah, I had to handle some pushback on my proposal.

Tim: Really, why was that?
Randall: Well, I’ve come up with a number of synergies in the value chain. My value proposition was to seamlessly integrate our customer service reps.

Tim: Sounds like a win-win. How long is the ramp-up?
Randall: That’s the problem. I projected a roll-out in two months. C-level people want to dial-in the project in two weeks.

Tim: …but you’re proposing an end-to-end solution!
Randall: Yeah, I know. I had the time-frame mapped out for all the deliverables, too.

Tim: Sometimes you have to wonder about high-level management’s capabilities to leverage people like you!
Randall: You’re much too kind! Anyway, what was it you wanted to talk to me about?

Tim: Nothing much, I just wanted to give you a heads-up on some performance management issues I’ve been having with Pete.
Randall: No room to breathe?

Tim: You’ve got it ….

Translation into easy (well, easier) English:

Tim: Hey, do you have some time for me?
Randall: Sure, let’s talk.

Tim: Great. I tried to contact you earlier, but you weren’t in.
Randall: Yeah, I had to manage some complaints about my idea for the company.

Tim: Really, why was that?
Randall: Well, I thought of a number of tasks that can complement each other in how we provide our service. My improvement idea was to include our customer service representatives our processes.

Tim: That sounds like a good idea for everybody. How long will it take to put your plan into action?
Randall: That’s the problem. I think it will take two months to put into place. The directors want to put the project into action in two weeks.

Tim: …but you’ve suggested a complete solution to the problem!
Randall: Yes, I know. I had developed a schedule for all of the improvements, too.

Tim: Sometimes it’s difficult to understand why upper management can’t take advantage of people like you!
Randall: You’re much too kind! Anyway, what was it you wanted to talk to me about?

Tim: Nothing much. I just wanted to tell you ahead of time about some problems I’m having with Pete trying to control everything I do.
Randall: No room for your own efforts?

Tim: That’s right.

Key Vocabulary

facetime (noun)- time together
to dialogue (verb) – to speak
to ping (verb) – to contact someone
pushback (noun) – to object to, complain about
synergies (noun) – combinations in efforts that improve something
value chain (noun) – the group of processes that provide something positive
value proposition (noun) – the improvement idea
seamlessly (adverb) – flowing smoothly
to integrate (verb) – to include in a process
win-win (noun, also used as an adjective) – successful outcome for everyone involved
ramp-up (noun, also used as a verb) – time it takes to do something
roll-out (noun, also used as a verb) – time it takes to do something
C-level (adjective) – upper management, directors
to dial-in (verb) – time it takes to do something
end-to-end (adjective) – complete
time-frame (noun) – amount of time needed
to map out (verb) – to plan
deliverables (noun) – specific improvements or products to be made
to leverage (verb) – to take advantage of something
heads-up (noun) – notice of something
performance management (noun) – way of managing someone

Business Conversation 23

Talking About Your Job

Jack: Hi Peter. Can you tell me a little bit about your current job?

Peter: Certainly What would you like to know?
Jack: First of all, what do you work as?

Peter: I work as a computer technician at Schuller’s and Co.
Jack: What do your responsibilities include?

Peter: I’m responsible for systems administration and in-house programming.
Jack: What sort of problems do you deal with on a day-to-do basis?

Peter: Oh, there are always lots of small system glitches. I also provide information on a need-to-know basis for employees.
Jack: What else does your job involve?

Peter: Well, as I said, for part of my job I have to develop in-house programs for special company tasks.
Jack: Do you have to produce any reports?

Peter: No, I just have to make sure that everything is in good working order.
Jack: Do you ever attend meetings?

Peter: Yes, I attend organizational meetings at the end of the month.
Jack: Thanks for all the information, Peter. It sounds like you have an interesting job.

Peter: Yes, it’s very interesting, but stressful, too!

Useful Vocabulary

computer technician
day-to-day basis
glitch
good working order
in-house
need-to-know basis
organizational meeting
stressful
to be responsible for
to develop
to involve
to pay bills
to produce reports
to work as

Business Conversation 22

Interviewer (Ms Hanford): (opens door, shakes hands) Good morning…
Job Applicant (Mr. Anderson): Good morning, Joe Anderson, it’s a pleasure to meet you Ms Hanford.

Hanford: How do you do? Please take a seat. (Joe sits) It’s quite the rainy day outside, isn’t it?
Anderson: Yes, luckily, you have a nice underground parking lot that helped me avoid the worst of it. I must say this is an impressive building.

Hanford: Thank you, we like working here… Now, let’s see. You’ve come to interview for the position of e-commerce manager, haven’t you?
Anderson: Yes, Peter Smith encouraged me to apply, and I think I’d be ideal for the position.

Hanford: Oh. Peter… he’s a great sysadmin, we like him a lot … Let’s go over your resume. Could you begin by telling me about your qualifications?
Anderson: Certainly. I’ve been working as the regional assistant director of marketing at Simpco Northwest for the past year.

Hanford: And what did you do before that?
Anderson: Before that, I was a Simpco local branch manager in Tacoma.

Hanford: Well, I see you have done well at Simpco. Can you give me some more detail about your responsibilities as assistant director?
Anderson: Yes, I’ve been in charge of in-house personnel training for our Internet customer service reps over the past six months.

Hanford: Can you tell me a little bit about what you’ve been doing in your training?
Anderson: We’ve been working on improving customer satisfaction through an innovative e-commerce solution which provides real-time chat service help to visitors to the site.

Hanford: Interesting. Is there anything in particular you feel would be useful here at Sanders Co.?
Anderson: I understand that you have been expanding your e-commerce to include social networking features.

Hanford: Yes, that’s correct.
Anderson: I think that my experience in customer relations via the Internet in real-time puts me in the unique position of understanding what works and what doesn’t.

Hanford: Yes, that does sound useful. What difficulties and challenges do you think we might run into?
Anderson: Well, I think we’ll continue to see consumers spend more of the shopping dollars online. I’ve been studying how sales directly relates to customer satisfaction with online services.

Hanford: Would you mind giving me a bit more detail on that?
Anderson: Sure … if customers aren’t satisfied with the service they receive online, they won’t come back. It’s much easier to lose customers online. That’s why you need to make sure that you get it right the first time round.

Hanford: I can see you’ve learnt quite a lot in the short time you’ve been working in e-commerce.
Anderson: Yes, it’s an exciting field to be working in …

Business conversation 21

Telephone Banking

Representative: Hello. How can I help you today?

Customer: Hello. I’d like some information on the telephone banking services offered at by your bank.
Representative: Certainly. What is your account number?

Customer: at the High Street Branch.
Representative: What would you like to know?

Customer: How do I sign up?
Representative: Just let me know, I’ll sign you up immediately.

Customer: Can you tell me how the telephone banking services work?
Representative: You can do all your day-to-day banking over the telephone, 24 hours a day.

Customer: That’s great. How do I access my account?
Representative: Just call the bank, key in your PIN number and listen to the menu of options available.

Customer: How do I choose which option I want?
Representative: Just press the number for the service stated by the recording.

Customer: What kind of things can I do?
Representative: You can check your balance, pay bills, order a statement or even transfer money to another bank.

Customer: That’s fantastic! Can I trade stocks and bonds.
Representative: I’m afraid you will have to have a special account for that.

Customer: What about getting help if I have any problems?
Representative: There’s an automated answering machine and staff are available 9 to 5 seven days a week.

Customer: It all sounds very good to me. I’d like to sign up.
Representative: Alright, can you answer a few questions please?

Customer: Certainly…

Useful Vocabulary

24 hours a day
account number
automated answering machine
day-to-day banking
menu of options
telephone banking services
to access an account
to check your balance
to key in a PIN number
to order a statement
to pay bills
to sign up
to trade stocks and bonds
to transfer money

Business Conversation 20

Improving Brand Image

Susan: George, I was wondering if we could discuss our new marketing strategy for a moment.
George: Certainly Susan. You know that I’m working with Anne on changing our image, don’t you?

Susan: Yes, I think you’ll make an excellent team. How do you feel about the merchandise we’re pushing?
George: In my opinion, the products were offering are fine. However, I think we should concentrate on expanding our market share in the young adult market.

Susan: I totally agree. Who buys more products than twenty somethings?
George: Exactly. We haven’t been very successful in our branding efforts, have we?

Susan: I’m not keen on changing our target audience, but we certainly have to improve our brand image.
George: If we want to edge out our main competitor, we’re going to have to target customers at a younger age.

Susan: Maybe, but we also have to keep our competitive edge in quality.
George: Why don’t we all get together for a discussion?

Susan: Can you let me know when your next meeting with Anne is going to be? I’d like to go over some of our restructuring ideas with both of you.
George: As a matter of fact, we’ll be meeting this afternoon. Let’s meet at four, shall we?

Susan: I’m afraid I already have an appointment then. Do you think we could meet earlier?
George: Well, I’ll have to check with Anne.

Business Conversation 19

Tom: I have really good news today. Oh! I am so happy.

Lucy: What is your good news, Tom?

Tom: I got a promotion today. You are looking at the new supervisor of the Marketing department.

Lucy: Wow, this is great news! I am so glad for you. So, you will start your new job this coming Monday?

Tom: No, I need to finish my current projects in the Sales department before I move over to Marketing. I probably will start my new job a week from Monday.

Lucy: You have a lot of experience with this company. They will be very helpful to you in your new position.

Tom: I know. However, I have never supervised people before. I hope I will be able to cope with all the new responsibilities.

Lucy: You will do fine. You are a natural leader, and you will lead well.

Tom: You think so, Lucy?

Lucy: I know so. You are always good at coaching people. You led your soccer team to victory last year, didn’t you?

Tom: Leading a soccer team and leading a Marketing department are not quite the same.

Lucy: Yes, they are in a way. First, being a supervisor means building a good team where members work well with each other, right?

Tom: Right. If members of a team do not understand their own tasks as well as the tasks of their teammates, it will be chaos.

Lucy: Second, a supervisor needs to identify his employees’ working habits and the job requirements in order to build a better work environment, right?

Tom: Yes. In order for me to improve my employees’ performance, I need to understand their working habits and their skills. Then, I can give them a little bit of coaching if the need arises.

Lucy: Third, you need to find out what motivates your employees, right?

Tom: Yes again. Everybody needs to be motivated, either to find a better way of doing one’s job or putting in extra effort to perform better.

Lucy: Things will not always run smoothly. There will be problem employees. So, fourth, you need to know how to coach, or how to counsel, or even how to discipline, right?

Tom: Right. This is the worst part of being a supervisor. You need to be strong enough to cope with problem employees, to be wise enough to counsel them, and even be “mean” enough to discipline them.

Lucy: Things will change, and your department needs to be able to adapt to changes, right?

Tom: Yes, technological changes happen everyday. I need to get my employees ready for changes as well as to reinforce the need for change sometimes.

Lucy: And if you come up with new ideas, you need to be able to “sell” your ideas to your boss and your employees, right?

Tom: There is no need to come up with new ideas if you cannot convince people of their value.

Lucy: You need to set yourself out as an example for your employees. Therefore, you should have a good understanding of your responsibilities, work hard and work well with others, be alert of changes, and last but not least, understand the values and goals of your company.

Tom: If I want to lead, then I need to prove that I am a good leader.

Lucy: Those are the things that you need to do in your new position. Even though they are not exactly the same as coaching a soccer team, you will do fine. All you need to do is change your leadership style a little bit in this new environment.

Tom: Thanks for the note of confidence, Lucy.

Lucy: You are welcome, Tom. 

Business Conversation 17

Hardware Deductions

Mr. Sanders: Mark can we talk for a moment?
Mark: Sure, Mr. Sanders. What would you like to discuss?

Mr. Sanders: I’d like to look into the Johnson account for a moment.
Mark: I did the bookkeeping yesterday and updated the balance sheet.

Mr. Sanders: Yes, I don’t understand some of these deductions.
Mark: Do you mean the amortization costs?

Mr. Sanders: You deducted $35,000 for depreciation of hardware.
Mark: That’s based on their accounting criteria. I got the amount from their bookkeeper.

Mr. Sanders: It seems too much to me.
Mark: Remember that computer equipment tends to depreciate faster than office furniture.

Mr. Sanders: I guess so. I’ll take your word for it. Did they approve the balance?
Mark: Yes, it was Okayed yesterday afternoon.

Mr. Sanders: The net growth looks fantastic this year.
Mark: It sure does! The bottom-line grew by 17%.

Business Conversation 16

Looking for a Bookkeeper

 Bruce: Have you finished the balance sheets yet?

Alice: I’ve been working on them since 10 this morning. I’m almost done.

Bruce: No need to rush. I don’t need them until tomorrow morning.
Alice: Janet told me we’re looking for a new bookkeeper. Is that true?

Bruce: Yes, We’ve been looking, but no luck yet.
Alice: I know someone who’d be perfect.

Bruce: Oh really, does she have any experience?
Alice: Of course, she’s been working for Apple Co. since 2004.

Bruce: Great. Ask her to come in for an interview.
Alice: Sounds good. She’s not too happy in her current position. I’m sure she’ll be interested in interviewing for the job.

Bruce: Oh, I almost forgot to ask … Have you opened the new accounts at Swiss Bank?
Alice: Yes, I have. Here are the account numbers, PIN number, and paperwork.

Bruce: Thanks. Well, let me know when you finish those balance sheets.
Alice: Sure, I should be done soon.