Business conversation 27

What Were You Doing?

Betsy: I telephoned you yesterday afternoon but you didn’t answer? Where were you?
Brian: I was in another room when you called. I didn’t hear the phone ringing until it was too late.

Betsy: What were you working on? 
Brian: I was photocopying a report that I needed to send to a client. What were you doing when you telephoned?

Betsy: I was looking for Tom and couldn’t find him. Do you know where he was?
Brian: Tom was driving to a meeting.

Betsy: Oh, I see. What did you do yesterday?
Brian: I met the representatives from Driver’s in the morning. In the afternoon, I worked on the report and was just finishing when you telephoned. What did you do?

Betsy: Well, at 9 I had a meeting with Ms Anderson. After that, I did some research.
Brian: Sounds like a boring day!

Betsy: Yes, I don’t really like doing research. But it needs to be done. 
Brian: I agree with you on that, no research – no business!

Betsy: Tell me about the report. What do you think of it?
Brian: I think the report is a good. Tom believes it’s good, too.

Betsy: I know that every report you write is excellent.
Brian: Thank you Betsy, you are always a good friend!

Business conversation 26

What’s in Your Office?

David: I’ve got a new office now… 
Maria: That’s great! Congratulations.

David: I’ll need a desk and some cabinets. How many cabinets are there in your office?
Maria: I think there are four cabinets in my office.

David: And do you have any furniture in your office? I mean other than the chair at your desk.
Maria: Oh yes, I’ve got a sofa and two comfortable armchairs.

David: Are there any tables in your office? 
Maria: Yes, I’ve got a table in front of the sofa.

David: Is there a computer in your office? 
Maria: Oh yes, I keep a laptop on my desk next to the phone.

David: Are there any flowers or plants in your office?
Maria: Yes, there are a few plants near the window.

David: Where’s your sofa?
Maria: The sofa is in front of the window, between the two armchairs.

David: Thanks a lot for your help Janet. This gives me a good idea of how to arrange my office.
Maria: My pleasure. Good luck with your decorating! 

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 …