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In this Business English Pod lesson we’re going to look at discussing problems over the phone. For the example today, we’ll focus on chasing up an outstanding invoice, or a bill that hasn’t been paid on time.
In business, it’s not unusual to have a customer who’s late with a payment. Sometimes an invoice just hasn’t been received; other times the customer might not have the funds to cover the bill. Eventually, you need to call, discuss the problem, and try and work out a solution.
In today’s podcast, we’ll practice phrases for introducing the problem, clearly stating the details in a polite but firm manner, making an offer and proposing a solution.
The dialog features Marcy, who works for Computer Solutions. Marcy’s company provided software and training for Jack Fountain’s department at ATI Communications. Months have passed since Marcy submitted her first invoice, but no payment has been made. Now she’s calling to find out why. First, she speaks with Donna in the Accounts Payable department.
Listening Questions:
1) Where does Jack think Marcy’s invoice might be?
2) What are the payment terms that Jack agreed to?
3) What solution does Jack suggest?
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In this Business English Pod lesson, we start the first in a 2-part series on presenting a SWOT analysis.
A SWOT analysis is a simple but powerful framework for analyzing your company’s strengths and weaknesses – these are internal to the company – as well as the opportunities and threats you face outside the company. This analysis helps you focus on your strengths, minimize threats, and take the greatest possible advantage of opportunities available to you.
In today’s lesson, we’ll focus on the first two stages of a SWOT: strengths and weaknesses. We’ll practice language for providing an overview, introducing your main strength, maximizing positive aspects, and acknowledging and introducing a weakness.
We’ll be listening to Terry, a partner at a growing firm of accountants, talking to Susan, the company’s newly hired marketing manager. Terry needs to brief Susan about the company and SWOT is a quick and easy-to-understand framework for giving a quick overview of a company and its position.
Listening Questions
1) What is the main source of business for the company?
2) What is the main strength identified by Terry?
3) What weaknesses does Terry mention?
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This is the second in a 2-part Business English Pod series on presenting a SWOT analysis.
A SWOT analysis is a tool that helps companies understand their strengths and weaknesses, while keeping in mind the opportunities and threats they face. In this way, companies can take a look at both the internal and external factors that can impact their success. This information can be used in a variety of ways, such as project planning, crisis management, and competitive analysis.
In the last episode, Terry, who works at a growing accountancy firm, began a presentation for Susan, the newly hired marketing manager. Terry presented his SWOT Analysis quite casually, as a one-to-one discussion with Susan. He introduced some of the company’s strengths and weaknesses, internal factors that affect the firm’s growth.
In this episode, Terry will introduce the opportunities and threats faced by the firm. These are external forces that need to be considered before developing a new marketing strategy. As the dialog starts, Susan responds to Terry’s presentation of the company’s strengths and weaknesses, as Terry moves on to begin discussing opportunities.
Listening Questions:
1) What has the local government done in response to the current economic situation?
2) Who is in charge of the tax advisory division of the firm?
3) What does Terry think is important for Susan’s marketing campaign?
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This is the first in a two-part Business English Pod series on teleconferences – meetings that take place over the phone.
Nowadays, we have virtual teams interacting across the globe in virtual meetings without having to leave the office. Teleconferences offer a host of advantages, including minimal travel and meetings costs.
However, teleconferences do have their challenges, especially since participants cannot see each other. It’s helpful for people to introduce themselves, use their names and their colleague’s names when speaking, minimize background noise, and speak slowly and clearly. In these two episodes, we’ll learn vocabulary associated with teleconferences. We’ll also learn ways to professionally and tactfully handle any issues that come up.
Today, we’ll listen to Craig and Elsa. Craig is a new hire at StarCom, a computer and printer manufacturer. He’s fresh from university and needs to learn how to do a teleconference, so he asks for help from Elsa, who works in HR.
Listening Questions:
1) What types of equipment are needed for a teleconference?
2) What is the purpose of a passcode?
3) What are three problems Elsa mentions that can often occur during a teleconference?
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This is the second of a two-part Business English Pod series on teleconferences.
Teleconferences allow people from different locations to have a meeting over the telephone. While convenient, teleconferences do have some issues to keep in mind, such as keeping track of who’s talking. Sometimes two people talk at the same time or talk too quickly. Because participants can’t see each other, it’s helpful to use “signposts” or short statements that prepare others for what’s about to be said. Other issues such as laying out an agenda and managing the time also come into play.
In the last episode, we heard a conversation between Craig and Elsa, two employees at StarCom, an electronics manufacturer. Craig has his first teleconference coming up and Elsa gave him an informal tutorial, teaching him about the equipment and some of the protocols for a teleconference.
Today, Craig is participating in the teleconference. The host of the teleconference is Tony, a manager in Chicago. Also participating are Diana, a colleague in London, and JP, who works in Marketing at the Dallas location. They’re discussing the upcoming holiday season, new product lines, and advertising.
Listening Questions:
1) How does JP help Craig with the agenda?
2) According to Diana, why were the printer test results disappointing?
3) Why doesn’t Diana think the problem will be resolved quickly?
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This is the first of a two-part Business English Pod series on asking for a pay raise.
Asking for a pay raise makes many people uncomfortable, but it’s most definitely to our benefit to make the effort.
Getting a raise is more than just asking, though. Before the discussion can start, you need to prepare. Make a list of your achievements and quantify them with numbers and examples, if you can. It’s also helpful to get an idea of how your compensation compares to industry averages. You can easily find this information online or at the library. Remember that there can be more to compensation than salary, like health insurance, retirement plans, and stock options.
Today, we’ll listen as Ryan, a salesman at an industrial supply company called Pylon, discusses his salary with Jacob, his boss. Ryan would like a pay raise, but first, he needs to show Jacob why he deserves one. Notice how Ryan has thoroughly prepared for this meeting and is able to provide specific examples to support his case.
Listening Questions
1. Is Ryan is happy with his job? What reasons does he give?
2. Why is Ryan’s relationship with Alliance Builders important?
3. What is the difference in the pay structure for web design and sales work differ?
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This is the second of a two-part Business English Pod series on asking for a pay raise.
Asking for a pay raise is a two-step process. Before any discussion of compensation begins, it’s important to state your case and demonstrate why you deserve a raise. Let your boss know of your achievements and your value to the company.
The second part involves negotiating. This is the time to start talking about specific numbers and benefits, but it must be handled diplomatically. You’ll need to outline what you want, acknowledge the other party’s concerns and bargain for the best deal.
In the last episode, we listened to Ryan, a salesman at an industrial supply company called Pylon, present his case to his boss, Jacob. Ryan pointed out that his relationship with Alliance Builders brought in more sales overall. He also took on some web design work in addition to his sales duties. Now, Ryan and Jacob are ready to start negotiating Ryan’s compensation.
Listening Questions
1. How much does Ryan think he should receive for the web design work? Why?
2. Why can’t Jacob give Ryan the amount of money he wants?
3. What do Jacob and Ryan agree to in regard to Alliance Builders?
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This is the first in a two-part Business English Pod series on working in multicultural teams.
In today’s world, it’s common to work with people from different cultures. And since effective business depends on clear communication, it’s important to consider different aspects of culture. Your colleagues may do business differently than you do. So, knowing more about intercultural communication can help your work go more smoothly and avoid any misunderstandings.
In this episode, we’ll go over some points to consider for working in a multicultural team. We’ll look at general business culture, specific business customs, levels of formality, and local cultural awareness. And since food is often served in business settings, we’ll talk about that, too.
We’ll be listening to, a manager at a biotechnology company based in the United States. Although Ming is originally from China, he has worked for many years at the head office in New York and is now heading to Brazil to manage a team of international researchers. In this episode, Ming is preparing for his trip by talking to a colleague, Tanya, who lived and worked in Brazil for 3 years.
Listening Questions:
1. What has Ming heard about Curitiba?
2. What does Tanya say about relationships in Brazil?
3. What honorary title does Ming ask about?
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This is the the second of a two-part Business English Pod series on working in multicultural teams.
These days, working with people from different cultures is quite common. You might be meeting with colleagues in another country or on another continent. Business practices vary all over the world. Some cultures are more formal than others. Some have distinct customs regarding greetings, gender roles, and food. So it’s helpful to know as much as possible about other business cultures before you meet your team.
But even if you’ve done your research carefully, problems can still arise, especially in face-to-face meetings. There can be miscommunications, points that need clarification, and different ideas of what’s acceptable in a business environment.
Today, we’ll look at issues like slang and idioms, concepts of time, forms of address, and misunderstandings due to culture. We’ll also discuss opening interactions and explaining different business customs.
In the last episode, we met Cao Ming a U.S.-based manager at a multinational company. Originally from China, Ming has worked in New York for many years and is now headed to Brazil where he’ll lead a research team. He did some background reading and discussed Brazilian culture with a colleague before he left. Now, he’s heading his first meeting with his new Brazilian team.
Listening Questions
1. What are two idioms Ming needs to explain?
2. What suggestion does Carla make at the beginning of the meeting?
3. Why does Felipe mispronounce Ming’s name?
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This is the first of a two-part Business English Pod series on giving bad news and layoffs.
If a person gets “laid off”, it means they will lose their job. But it’s not the same as being fired. Layoffs usually occur because of outside forces. A poor economy might cause a company to reduce its staff. Or changes in the industry may make some types of jobs unnecessary. After a merger, there might be redundancies, or duplicates. Two people may be doing the same type of job. If the company only needs one person in that position, the other could be laid off.
Nobody likes giving bad news. And a conversation about layoffs can become awkward and emotional. So in this lesson, we’ll talk about ways to prepare an employee for bad news so that you can soften the shock. We’ll also cover ways to get to the point and how to respond to an angry or emotional employee. Finally, we’ll go over some language to clearly explain the reasons for a layoff.
Angela and David work at a hotel resort that is having some financial difficulties. Angela is a manager and David is the head chef at Zapata’s, one of the resort’s restaurants. Unfortunately, Angela has to tell David he’s being laid off.
Listening Questions
1. Why has management decided to close 2 restaurants?
2. What type of food does Zapata’s serve?
3. Specifically, why is Zapata’s closing?
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This is the second of a two-part Business English Pod series on giving bad news and and discussing layoffs.
When employees are laid off, they usually have questions about what will happen next. When is their last day? What support can they expect? And what about a severance package? This compensation package often includes both money and some extension of benefits, but varies from company to company or even from employee to employee.
In this lesson, we’ll cover language you can use after an employee has been notified of a layoff. We’ll go over ways to explain what will happen next and how to explain a severance package. We’ll also talk about ways to show empathy and offer support to a laid-off employee.
In the last episode, we met Angela, a manager at a resort and David, the head chef at Zapata’s, a restaurant at the resort that is closing. Angela has told David that he will be laid off. Now they’ll discuss the details.
Listening Questions
1. Name two parts of David’s severance package.
2. What will happen to David’s health insurance?
3. How does Angela offer to help David in his job search?
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In today’s Business English Pod episode, we’re going to look at language for showing a visitor around your office or factory.
There are many reasons that someone might visit a factory and take a tour. They might be a prospective client who wants to see where the products are made, or perhaps someone from head office is on an inspection tour, or it could be an official inspection to make sure you are following government or internal standards. If it’s your job to give the tour, you’ll want to make sure everything goes smoothly. So in today’s episode we’ll looking at language for guiding people on a tour and pointing out areas of interest.
We’ll be listening to Ingrid taking Carl on a tour of a factory where GC cleaning products are produced. Carl is from the head office of GC and he’s inspecting the factory where Ingrid works. His job is to make sure that the company’s factories are all up to standard and capable of handling future orders. As the dialog starts, Carl has already arrived at the factory and met Ingrid, who is ready to start the tour.
Listening Questions:
1) What time of day does Carl arrive for his tour?
2) What is the problem with the detergent production line?
3) What role does newspaper play in the production of detergent in this factory?
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In this Business English Pod episode we’re going to look at making a verbal progress report during a meeting.
All managers need written progress reports from their staff, but it is often necessary to make a verbal progress report during a meeting. A verbal report can be thought of as a combination of a presentation and a question and answer session.
When making a progress report, you’ll need to start with the overall status of the project, and then go on to explain how much of the work has been completed, at what stage the work is now, what remains to be done and, of course, what problems might have arisen. Because the format is “live”, people may interrupt to ask questions or make comments and you should be sure of your facts when you go into the meeting.
We’ll be listening to Angela, who works in the Operations department of her company. Blaine & Co. They plan to move to a new head office and the renovation, or preparation, of their space is currently underway. Angela has visited the new office and spoken with the key people on-site. As the dialog starts, she is called upon to give a verbal report on the progress of the renovation.
Listening Questions:
1) What did Angela do to prepare for this meeting?
2) Will Blaine & Co. be able to move as planned?
3) Where will Blaine & Co. get money to cover the extra costs?
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In this Business English Pod lesson on business travel, we’ll be looking at how to deal with security checks.
In recent years getting through the security check at the airport has become a chore. In some cities, the whole process can take fifteen to twenty minutes or more. This includes standing in line, sending your bags through the X-ray machine, and walking through a metal detector, which “detects” or finds any metal you might have hidden on your body. Most security checks thus require passengers to take metal items out of their pockets and put them on a tray – or flat container – to send through the X-ray machine. Some countries – notably the United States – may even insist that passengers remove their coats and shoes.
And of course it’s not just airports that have high security – more and more tourist attractions are “beefing up” or increasing their security too. So negotiating security checks is a good skill to practice.
In this episode, Honesto and Alan are on their way home. They arrive at the airport late, so they are anxious about missing their flight. When the dialog begins, they have checked in to get their boarding passes. Now they need to go through security.
Listening Questions:
1. At the beginning of the dialog, what does the security officer ask passengers to do?
2. What problem does security find with Alan’s baggage?
3. Alan has to leave an item behind at the security check. What is it?
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This is the final episode in our three-part Business English Podcast series on pitching an idea to your colleagues.
In the last episode, we saw how a manager presented an idea to her colleagues and persuaded them to take it seriously. She then defended and supported her argument in front of her peers, who were not sure of the feasibility of the proposal at the start of the meeting.
In today’s lesson, we’ll introduce language for connecting your ideas to company strategy, emphasizing points, setting an action plan, and assigning tasks at the end of your presentation. Once you have convinced your colleagues, you need to provide a plan for getting the work done. We will show you how to use language effectively to follow through on your outstanding idea.
We’ll be listening to Jill, an industrial supply company manager. In the last episode, she did an excellent job of defending her idea and now her colleagues are becoming convinced that her plan is worthwhile. As the dialog begins, Jill is telling her colleagues about new technology that makes it possible for regular staff to update the company website.
Listening Questions:
1) How much money did the company in Jill’s example spend on setting up their website?
2) What two things are mentioned as part of Pylon’s current strategy?
3) What job is someone named Harry chosen to do?
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In this Business English Pod episode we’ll be looking at how to handle a telephone interview for a new job. If you’re joining us here, you may want to check out BEP 82 and BEP 83 first to see how to talk about your experience in a face-to-face interview. Unit 301 from our Interviews e-book also gives a good overview of all our previous lessons on job interviews.
We’ll be listening to James, who has lots of experience in his field, but has nevertheless recently lost his job due to downsizing at his company. He has been applying for jobs and has completed a series of aptitude and attitudinal tests at an agency that is representing Xeon IT, a multinational IT company.
Angie, who works in Human Resources at Xeon’s head office, calls James at home in the evening to do a screening interview. She needs to ask him some preliminary questions to decide if he will be invited for a face-to-face interview at Xeon.
Listening Questions:
1) Why does James want to call Angie back?
2) Why did James leave his previous job?
3) How long does James have to wait to find out if he has a second interview with Xeon?
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In this Business English Podcast, we’re going to look at delivering an elevator pitch.
A sales pitch is a presentation designed to introduce a product or service in order to convince people to buy it. An elevator pitch is a very short presentation designed to do the same thing in 60-seconds or less and often the “product” being presented is you. An elevator pitch should be short enough that you could complete it during an elevator ride. A key point being that you’re not asking the person to do something for you, you’re telling them what you can do for them.
In today’s lesson, we’ll be listening to two pitches. First up is Jonathan, a university student visiting a job fair in search of his first job. Then we’ll hear Dominic, a manager for a logistics company, make his pitch to a potential customer while attending a local Chamber of Commerce meeting.
Listening Questions:
1) What does Jonathan highlight as his key strengths in the first dialog?
2) In the second dialog, how does Dominic get Graham’s attention?
3) What’s the key advantage of Dominic’s company?
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For many people, visiting a café or coffee shop is a normal part of business travel, if not everyday life. Not only are coffee shops a good place to get a cup of espresso, they are also a great location to have a quick meeting with a customer, take a short break, and – most importantly for the business traveler – get online to check your email. Many cafés are now equipped with WiFi, or wireless internet. So while you sip on your latte or your mocha, you can surf the web and keep connected.
But despite people’s attempts to make WiFi services user-friendly, or easy to use, they are sometimes difficult to connect to. So in this lesson, we’ll not only look at ordering coffee, we’ll also practice troubleshooting an internet connection.
For today’s lesson, we’ll be rejoining our friend Honesto as he stops by a coffee shop at the airport. We’ll hear to Honesto ordering a drink and attempting to connect to the café’s WiFi. As you listen, try to answer the following questions.
Listening Questions:
1) What kind of drink does Honesto order?
2) What “deal” does the coffee shop offer Honesto?
3) Why can’t he get online?
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In this Business English Podcast, we’ll be looking at the language used to make appointments on the telephone.
We live in the era of remote communication: teleconferencing, videoconferencing, and online meetings. More and more group efforts are getting done from a distance. In theory, at least, it’s possible to work closely with anyone in the world without leaving our desks. Nevertheless, there’s something about a face-to-face meeting that no virtual one can replace. We still need to shake people’s hands, read their body language, and make personal connections. That’s why – even today – one of the commonest uses for the telephone is to make appointments. In this episode, we’ll take a close look at making appointments on the phone.
Gordon Knight works for Bridgewater, a U.S. pension fund. (Pension funds are institutions that invest retirement savings.) At a recent conference, Gordon met Penny Yip, a senior financial analyst for the Asia Markets office of Solomon-Clyde. Solomon is a boutique – or small and specialized – global investment company that deals only with institutional customers – very large clients, like Bridgewater. Now, Gordon plans to be in Malaysia, and he phones Penny to set up an appointment to discuss possibilities for investment.
1. Where and when does Gordon say he met Penny?
2. When does Gordon suggest meeting with Penny?
3. Why does he want to meet with Penny?
4. What time do they finally agree on?
Lesson Content:
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