PRACTICE

Tricky conversations

All managers sometimes have to have difficult conversations with people working under them. What is the best way to give negative feedback?

1. Imagine you are unhappy with the behaviour of a member of your team. You have decided to raise the issue with this person and tell him or her that you would like to see an improvement. What words or phrases might be useful in this tricky conversation?

Listen

2. Now read to a tricky conversation at work between a manager and an employee. Michelle has come to Sean complaining that she did not get a job recently. How does Sean react? As you read, try to mark the phrases below.

Useful Phrases

ü I’m not going to get into a discussion about…

ü Clearly…

ü What you need to do…

ü But bearing in mind…

ü I expect you to…

ü It’s important that you…

ü I’m not happy with the effort that you’ve made

ü I really want to see some improvement

ü You’ve got to snap out of it

ü I know it’s difficult…

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.

3. The dialogue contains a total of ten mistakes. Try to correct the mistakes, then check.

Sean: Okay, well, I’m not going to get onto a discussion about who deserved to get the job. Clear, the person who was appointed was the right person for the job. What need you to do is look at your work and what you’re doing and where that’s taking you in your career. But bearing to mind that you are still employed to do a job and I except you to do that job with a certain attitude. You’re meeting members of the public quite regularly - it 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 of the effort that you’ve made...

Michelle: Okay…

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

<== попередня сторінка	\|	наступна сторінка ==>
Language to use in closing	\|	Resolving difficulties

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