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7. How to Be an Intermediary

The document outlines effective communication strategies for intermediaries in a workplace setting, emphasizing the importance of tact when conveying difficult news. It includes a scenario involving Victor Simon, who requests updates on concert budgets and logistics from his assistant, Lisa, along with examples of how to phrase messages more tactfully. Additionally, it provides guidance on using passive language to soften messages and maintain professionalism.

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Rita Laurinaitytė
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3 views10 pages

7. How to Be an Intermediary

The document outlines effective communication strategies for intermediaries in a workplace setting, emphasizing the importance of tact when conveying difficult news. It includes a scenario involving Victor Simon, who requests updates on concert budgets and logistics from his assistant, Lisa, along with examples of how to phrase messages more tactfully. Additionally, it provides guidance on using passive language to soften messages and maintain professionalism.

Uploaded by

Rita Laurinaitytė
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PPTX, PDF, TXT or read online on Scribd
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H O W T O B E A N I N T E R M E D I A RY

W H AT I NFO R MAT I O N D O YO U NE E D T O
C O NV E Y B E T WE E N PE O PL E AT W O R K?
HOW EASY IS IT?
W H AT S T RAT E G I E S D O YO U H AV E T O
P A S S O N D I F F I C U LT N E W S O R
I N S T R U C T I O N S TA C T F U L LY ?
V I C T O R S I M O N I S T H E E X E C U T I V E
D I R E C T O R O F E N S E M B L E S A N S F R O N T I E R S ,
A N I N T E R N A T I O N A L T O U R I N G O R C H E S T R A .
H E I S O N B U S I N E S S I N M O N T R E A L ,
C A N A D A , A N D E M A I L S H I S P A , L I S A , W I T H
A N U M B E R O F R E Q U E S T S . R E A D H I S
E M A I L . W H A T D O E S H E W A N T L I S A T O D O ?

Dear Lisa,
There are a few things to be sorted out.
The budget for the summer series of concerts is now
very late - I was expecting it two weeks ago. This is
totally unacceptable. Could you ask Alex in marketing
when she can deliver it?
I also need to know when the orchestra will be
arriving in Hong Kong. Can you ask Sabine to get in
touch with the concert promoter directly? She says
they'll need a bus from the airport.
And we need a meeting with Radio Klassik for next
week, or the first week of May. Please get Dominic to
arrange it. It's important.
Thanks,
Victor
W H AT P H RA S E S A R E U S E D T O B E M O R E
TA C T F U L ?
Dear Lisa, --- Original message ---
I‘d have done this last week, Dear Alex,
but the details were only sent Victor wants to know when you can
through yesterday, and send him the budget for the
anyway, Victor said it wasn‘t summer series of concerts.
needed until next week. Actually, he was expecting it two
There‘s clearly a discrepancy
weeks ago and he‘s not very happy.
about deadlines on this. I‘m afraid he says it‘s now needed
Anyway, please tell him it‘ll be
urgently. Could it be forwarded to
done by Friday. him this afternoon? Please could
Alex you also let me know once you
have sent it?
Thanks!
Lisa
W H AT P H RA S E S A R E U S E D T O B E M O R E
TA C T F U L ?
Dear Lisa, --- Original message ---
I‘d have done this last week, Dear Alex,
but the details were only sent Victor wants to know when you can
through yesterday, and send him the budget for the
anyway, Victor said it wasn‘t summer series of concerts.
needed until next week. Actually, he was expecting it two
There‘s clearly a discrepancy
weeks ago and he‘s not very
about deadlines on this. happy. I‘m afraid he says it‘s now
Anyway, please tell him it‘ll be
needed urgently. Could it be
done by Friday. forwarded to him this afternoon?
Alex Please could you also let me know
once you have sent it?
Thanks!
Lisa
LANGUAGE

• Use passive to focus on what • Use passive to be less personal


is done, and who or what is and distance yourself from the
affected: action:
Kurt has been sent to head It is needed urgently.
office.

• Use an empty subject it with


reporting verbs:
It was said the delivery would
be here by the weekend.
LANGUAGE

I confirm the reservation. You have made a mistake.


→ →
We will deliver the goods We are processing your order.
immediately.
→
→
Jane had booked a flight.
We arranged a meeting.
→ →
You can cancel the contract within He has not answered our letter.
five business days. →
→ She did not sign the contract.
They execute all orders carefully.
→
→
S I M U L A T I O N . Y O U R B O S S ,
T H E M A R K E T I N G • Disappointing – I don’t like them.
M A N A G E R , H A S S O M E
D E S I G N S F O R S O M E N E W
P R O M O T I O N A L L E A F L E T S .
• The layout on the leaflets is
H E I S P L E A S E D W I T H
T H E M A N D A S K S Y O U T O
totally different from what we
G E T F E E D B A C K F R O M T H E
M A N A G I N G D I R E C T O R ,
discussed.
W H O L E A V E S Y O U T H E S E
C O M M E N T S . U S E : • The colours are also different –
H E W A S E X P E C T I N G …
H E ‘ S N O T V E R Y H A P P Y need bright, strong colours.
I ‘ M A F R A I D H E S A Y S
I T ‘ S …
These pale colours are
C O U L D I T B E … ?
P L E A S E C O U L D Y O U A L S O …
unattractive.
W R I T I N G . T H E A S S I S T A N T A C C O U N T A N T H A S R E C E N T L Y R E C E I V E D A C O P Y O F H I S
N E W C O N T R A C T . U N F O R T U N A T E L Y , T H E R E S E E M E D T O B E A N U M B E R O F
D I S C R E P A N C I E S B E T W E E N W H A T W A S D I S C U S S E D A N D T H E F I N A L C O N T R A C T . Y O U
S P O K E T O T H E A S S I S T A N T A C C O U N T A N T O N T H E P H O N E A N D M A D E T H E N O T E S
B E L O W . W R I T E A N E M A I L T O Y O U R B O S S , E X P L A I N I N G T H E D I F F E R E N C E S . U S E :
H E W A S E X P E C T I N G …
H E ‘ S N O T V E R Y H A P P Y
I ‘ M A F R A I D H E S A Y S I T ‘ S …
C O U L D I T B E … ?
P L E A S E C O U L D Y O U A L S O …

Salary – $5,000 increase p.a., not


$4,000
Hours – not 9.30-17.30, but 8.30-
16.30 (because of young children –
school)
Missing info:
Pension contributions?? Agreed on
$300 pcm, but not in contract
Need to take holiday at any time –
not just in Aug and Dec
Needs revised contract asap
SAMPLE

I’ve just been speaking to Gillie. Apparently,


her new contract doesn’t quite match what was
discussed. There must’ve been some confusion,
and Gillie isn’t too pleased, so I was wondering
if you’d be able to review it again. The HR
department deadline was actually last Friday,
so it’s not needed rather urgently, I’m afraid.
I've been told that in fact an annual increase of
€5,000 was agreed, along with € 300 per month
in pension contributions. You may also
remember that Gillie asked to start and finish
early so that she can pick up her children from
school. Would you mind checking that you have
a note of that? Similarly, it was stressed that
she needs to take holiday at anytime, not just
in the regular August and December slots.
Do you think you could get back to me on this?
Many thanks.

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