11/2019 Spotlight 61ENGLISH AT WORK
Dear Ken
Communication expert KEN TAYLOR answers your questions
about business English. In this issue, he has advice on how to
address your boss and presents a simple peace-making strategy.MEDIUM AUDIO PLUSDear Ken
I work with people from different parts of the world. Our company
language is English. I feel I can manage most situations that arise.
But one of my subordinates is difficult to deal with. He often loses
his temper, and I find it hard to know how to calm him down in
English and get him to say what the problem actually is.
Do you have any tips?
Gregor L.Dear Gregor
It’s not always easy to calm someone down in your own language,
let alone in a second language! I use a simple tool that can help. It’s
based on the word “PEACE” — which is rather appropriate.
“P” for “perceptive listening”:
Allow and encourage the other person to let off steam. You cannot
talk rationally until they have done that. Use non-verbal skills, like
nodding, and phrases like “I see”, “What else?” or “Tell me more”.
“E” for “empathize”:
Share the other person’s concerns and put yourself in his or her
shoes. You don’t have to agree, but you can show that you under-
stand. Use phrases like “I see what you mean”, “I’d probably feel the
same” or “I understand”.
“A” for “ascertain the facts”:
Once the other person has let off enough steam, you can begin to
get at the real cause of the problem. Try to agree on what the prob-
lem actually is. Use phrases like “Let me see if I understand...”, “May
I ask some questions?” or “Would you agree that...?”.
“C” for “consensus-seeking”:
Start solving the problem by sharing ideas and taking joint respon-
sibility. Use phrases like “What should we do?”, “What I’d do in your
situation is...”, “What others have done is...” or “How does that sound
to you?”.
“E” for “execute a plan”:
Now, act on the problem and agree deadlines. Use phrases like
“When will you do this?”, “Let’s start on this tomorrow” or “What
can I do to help?”.
If you follow this process, it usually calms the other person down
and allows you to manage the problem in a constructive way.
With best wishes
KenDear Ken
Somehow, I have a
problem using the word
“boss” when talking
about my Chef. To me, a
“boss” is in charge of the
Mafia or a crime gang!
It sounds rather dis-
respectful to my ears.
Is there a better way of
describing the person
I report to? Do you have
any suggestions?
Regards
Mona S.Dear Mona
When you are talking,
or writing more infor-
mally, the word “boss”
is actually perfectly
acceptable. You will
hear and see it used in
most contexts.
If you are looking for
more formal expres-
sions, you could use
“my line manager” or
simply “my manager”.
Otherwise you could
use their title, e.g. “the
head of my depart-
ment” or “my team
leader”.
Why not ask your boss
how he or she would
like to be described in
more formal situations?
All the best
KenSend your questions
about business English
by e-mail with “Dear
Ken” in the subject line
to: language@
spotlight-verlag.de
Each month, I answer
two questions Spotlight
readers have sent in.
If one of them is your
question, you’ll receive
a copy of my book: Dear
Ken... 101 answers to
your questions about
business English. So
don’t forget to add your
postal address.appropriate
[E(prEUpriət]
, angemessen, passend
ascertain [)ÄsE(teIn]
, feststellen
charge: be in ~ of sth.
[tSA:dZ]
, das Kommando über
etw. haben
let alone [let E(lEUn]
, geschweige denn
line manager
[(laIn )mÄnIdZE] UK
, direkte(r) Vorge
setzte(r)
rather [(rA:DE]
, hier: ziemlich
seek [si:k]
, suchen
subordinate
[səˈbɔːdInət]
, Untergebene(r)
temper: lose one’s ~
[ˈtempə]
, wütend werden, die
Geduld verlierenKEN TAYLOR
is a communication
consultant and
author of 50 Ways
to Improve Your
Business English
(Lulu Publishing).
Contact:
[email protected]ENGLISH AT WORKFoto: Gert Krautbauer