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Innovation in Learning

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Diplomatic language
Lesson code: TZ2G-F3QC-CSLF INTERMEDIATE

1 Adjectives for describing attitude

Match the following adjectives with their definitions:

1. tactful a. behaving in an offensive way; not polite

2. direct b. behaving in a socially correct way that shows you are thinking about other
people's feelings
3. honest c. careful not to say or do anything that could upset or offend someone
4. rude d. giving help
5. respectful e. making someone feel more confident
6. polite f. saying what you think without worrying about other people's opinions
7. persuasive g. showing politeness and care towards someone who is considered important
8. encouraging h. talking in a special way to make somebody want to do something or believe in
something you want them to believe in
9. supportive i. telling the truth

What are the opposites of tactful, direct, honest and supportive?

Give a synonym for rude.
Say how you would try or try not to behave in each of the following situations using `I'd try/try not to
be ...' + one or more of the adjectives above.

1. You are a secretary talking to an important customer.

2. Your best friend is very unhappy at work. You think he/she should quit and find a new job.
3. An important customer calls you to complain about something.
4. You ordered a washing machine to be delivered to your home. It never arrived. You visit the store to
complain.
5. One of your colleagues has to give his first presentation and is rather nervous. You have a lot of
experience.
6. You lose your company mobile phone. You have to tell your boss.
7. You are a salesman. You call a potential customer to try to sell them your company's products.
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Innovation in Learning

A A A A BUSINESS SITUATIONS

2 Practice
Match the sentences below with the adjectives in Exercise 1:

1. "Don't worry! Everyone makes mistakes the first time."

2. "Get lost! We don't need your help here."
3. "We are prepared to offer you a 15% discount for the first month."
4. "Please have a seat, sir. Would you like a coffee while you wait?"
5. "I think you should quit your job. It's clearly giving you too much stress."
6. "I can't help you. I'm too busy. Ask somebody else."

3 Using diplomatic language

Read and compare the following extracts from a meeting and comment on the difference in language
and the difference in status between the two colleagues:

Dialogue 1
A: There is a problem.
B: What problem?
A: Well, the unit price you suggested is too high compared to our competitors' prices. 30 euros would
be better.
B: No. Our production costs are very high, you know.
A: But it will be more difficult to sell to our customers.
B: You didn't read the market research report. According to the report, customers would be prepared to
pay a slightly higher price since we offer a more durable product than other manufacturers.
A: Can you email me that report? I've lost my copy.
B: I'm busy at the moment. My secretary should be able to help you out.

Dialogue 2
A: There seems to be a slight problem.
B: What sort of problem?
A: Well, it seems the unit price you suggested is a bit too high compared to our competitors' prices.
Wouldn't 30 euros be better?
B: Not really. Our production costs are pretty high, you know.
A: But won't it be a bit more difficult to sell to our customers?
B: It seems you didn't read the market research report. According to the report, customers would be
prepared to pay a slightly higher price since we offer a more durable product than other
manufacturers.
A: Could you email me that report? It appears I've misplaced my copy.
B: I'm afraid I'm a little busy at the moment. My secretary should be able to help you out.
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Innovation in Learning

A A A A BUSINESS SITUATIONS

4 Useful structures
When we want to be careful not to upset or offend someone, or to be more persuasive, special tactful
or diplomatic language is often used to `soften' what we want to say. Underline the words, phrases
and structures that are used in the second dialogue to soften the language.

Put the words and structures in the correct categories below:

Softening phrases: There seems to be ...

Softening adjectives/adverbs: slight

Negative question: Wouldn’t ... be better?

Word change: no → not really

Add the following underlined words and phrases to the categories above:

I'm rather tired at the moment.

Couldn't we start again?
It looks like there has been a mistake.
I don't quite see what you mean.

5 Practice
Say the following sentences in a more diplomatic way:

1. Can you leave him a message?

2. I won't be able to finish the report today. I'm busy.
3. The price is too high for us.
4. I'm going to be late.
5. Mr Johnson is at lunch. Call back later.
6. You don't understand my idea.
7. If we implement this idea, we will have a problem.
8. Can I speak to the manager, please? It's urgent.
9. Speak louder. I can't hear you.
10. We should close down our old factory.
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Innovation in Learning

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6 Role play
In pairs, act out the following short discussions between two managers. Student B is slightly higher
status than Student A. Try to use careful, diplomatic language. Reverse roles for each discussion.

Student A: The marketing director has been underperforming and you think that Student B should fire him.
Student B: You think this is too drastic a step. You think it would be better to hold an appraisal meeting
and find out what the problem is.

Student A: Your company needs to cut costs. You think Student B should consider moving the company
headquarters to another location since the current location rent is very high.
Student B: You are willing to consider all options but you think reducing the workforce would be the best
solution.

Student A: You work as a manager for the marketing department of a large company. You notice an
important mistake in your company's new brochure - the figure for your company's annual profit is
incorrect and the copywriter is responsible. Inform Student B, who is the marketing director.

Student A: One of your customers is currently experiencing financial difficulties. They still haven't paid
their outstanding invoices and they owe your company a lot of money. You think that your company
should work with an outside credit management company to secure the debt before the customer officially
declares bankruptcy.
Student B: You are skeptical. You feel there is little chance of receiving the money.

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