Tricky conversations

Transcript

Sean: Okay, well, I’m not going to get into a discussion about who deserved to get the job. Clearly, the person who was appointed was the right person for the job. What you need to do is look at your work and what you’re doing and where that’s taking you in your career. But bearing in mind that you are still employed to do a job and I expect you to do that job with a certain attitude. You’re meeting members of the public quite regularly - it’s important that you aren’t unhappy, or at least that you don’t show it. This meeting is really just to let you know I’m not happy with the effort that you’ve made...

Michelle: Okay …

Sean: … and I really want to see some improvement. I know it’s difficult. I know that it’s depressing not to get a job, but you’ve got to snap out of it, you’ve got to get on with the job that you’re doing now.

Talking Business

Resolving difficulties

Transcript

Sean: Michelle, can I have a word please, in my office? Now then. I won’t take long about this, I’ll come straight to the point. We had a chat...

Michelle: Yeah.

Sean: At that point, I wasn’t particularly happy with the way that you were behaving in the office, the way that you were being uncooperative, a little bit surly with people. And since then, frankly, I’ve seen very little change.

Michelle: Well, I mean, I think I’ve made an effort, trying to be helpful like I normally am with people, and I feel that I’m still doing my job - not that the job’s very interesting . I think it’s become less interesting since Sarah got the promotion. I think she’s getting some more of the interesting work.

Sean: Okay, well I’m afraid that, despite what you say, it hasn’t come across. I don’t want to jump to any conclusions, but you have taken quite a bit of time off … and …

Michelle: Yeah, but you’re allowed to take leave, aren’t you?

Sean: You are allowed to take leave. Hopefully you come back from leave refreshed and you leave your problems at home.

Talking Business

Difficult clients

Transcripts

Angela: Hello, I’m Angela, I’m the customer services manager. Would you like to come with me and come and take a seat and you can explain to me what actually is the problem?

Alison: Okay, okay, fine.

Angela: Can I take your name?

Alison: Yes, my name’s Alison.

Angela: Okay. Alison, if you’d like to make yourself comfortable. As I said, I am the customer services manager and I’d like to help you. I understand you are having a few problems. Would you like to just explain from the beginning what’s happened?

Alison: Well, yes. I’ve just come back from one of your holidays. I went to Crete, in Greece, got back last week and the whole thing was a disaster.

Angela: Would you like to just explain from the beginning what’s happened?

Alison: Well, yes. To start with, when we got to the airport in, in Crete, we had a two-hour wait on the coach, I think there was a delayed flight or something, and… and…

Angela: …Right, that’s quite possible…

Alison: …Yes… And I just can’t work out why you didn’t take us to our hotel and then come back to the airport to pick up the people from the delayed flight.

Angela: Right, I’m sorry for that wait. I don’t know what the problem was. You mentioned a delayed flight there. As you can imagine, you probably weren’t the only family on the coach waiting, and to ferry people to and from resort to the airport would have been a lot of extra work and they like to try and keep everybody together who are going on the same flight. I can actually look into that for you …

Karen: Hello!

Mark: Hello, can I speak to despatch, please?

Karen: You’re through to despatch.

Mark: Right. Well, I phoned two days ago to say that I hadn’t received delivery of my order and I’m ringing again to say it still hasn’t arrived.

Karen: Can I just take your name please?

Mark: Yes, it’s Mark Anderson.

Karen: Ah! I think there’s been a problem with that order, Mr Anderson.

Mark: What kind of problem?

Karen: Oh, I don’t know offhand. Let me check for you. Yes, part of the order didn’t arrive here at the depot, so I couldn’t send it out until we’d received everything. Mark: Well, surely that was your problem to sort out without my having to call you back - again. I did phone and draw your attention to this a couple of days ago. Look, I placed this order weeks ago. I'm sorry, it’s just not good enough.

Karen: Yeah, I’m sorry about this, Mr Anderson. I’m sorry for the inconvenience, but I can assure you we’ll do everything we can to send it out to you today.

How to…

Date: 2015-12-17; view: 957