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Tricky conversations



Sean: Okay, well, Iím 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 youíre doing and where thatís 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. Youíre meeting members of the public quite regularly - itís important that you arenít unhappy, or at least that you donít show it. This meeting is really just to let you know Iím not happy with the effort that youíve made...

Michelle: Okay Ö

Sean: Ö and I really want to see some improvement. I know itís difficult. I know that itís depressing not to get a job, but youíve got to snap out of it, youíve got to get on with the job that youíre doing now.



Talking Business

Resolving difficulties



Sean: Michelle, can I have a word please, in my office? Now then. I wonít take long about this, Iíll come straight to the point. We had a chat...

Michelle: Yeah.

Sean: At that point, I wasnít 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, Iíve seen very little change.

Michelle: Well, I mean, I think Iíve made an effort, trying to be helpful like I normally am with people, and I feel that Iím still doing my job - not that the jobís very interesting . I think itís become less interesting since Sarah got the promotion. I think sheís getting some more of the interesting work.

Sean: Okay, well Iím afraid that, despite what you say, it hasnít come across. I donít want to jump to any conclusions, but you have taken quite a bit of time off Ö and Ö

Michelle: Yeah, but youíre allowed to take leave, arenít 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


Angela: Hello, Iím Angela, Iím 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 nameís Alison.

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

Alison: Well, yes. Iíve 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 whatís 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, andÖ andÖ

Angela: ÖRight, thatís quite possibleÖ

Alison: ÖYesÖ And I just canít work out why you didnít take us to our hotel and then come back to the airport to pick up the people from the delayed flight.

Angela: Right, Iím sorry for that wait. I donít know what the problem was. You mentioned a delayed flight there. As you can imagine, you probably werenít 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 Ö



Karen: Hello!

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

Karen: Youíre through to despatch.

Mark: Right. Well, I phoned two days ago to say that I hadnít received delivery of my order and Iím ringing again to say it still hasnít arrived.

Karen: Can I just take your name please?

Mark: Yes, itís Mark Anderson.

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

Mark: What kind of problem?

Karen: Oh, I donít know offhand. Let me check for you. Yes, part of the order didnít arrive here at the depot, so I couldnít send it out until weíd 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, itís just not good enough.

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



How toÖ

Date: 2015-12-17; view: 493

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