Taken from:

Fifty ways to improve your

Business English
.without too much effort! By

Ken Taylor Summertown Publishing With some additional materials provided by:

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Chapter 1 Networking and Socializing

When all things are equal, people prefer to do business with friends. And they even prefer to do business with friends when things are not equal. Mark McCormack

ost of us want-to create long-term business relationships based on trust and mutual respect. This means that networking and especially when working socializing are important activities, internationally. In some cultures the relationship is even more important than the particular business in hand. A great deal of time and energy goes into building and maintaining good personal relationships in order to make difficult business discussions and decisions easier to handle. Here are five tips to improve the English you need to network and socialize in English.

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Say `hello' properly

The first words you say set the scene for the rest of the relationship. `You never have a second chance to make a first impression' is an over-used saying that contains a great deal of truth. When we say `hello' we are our business partner how we are feeling about meeting them. And a large number of `hellos' to choose from. You can be highly formal or very informal. Your partner is expected to mirror this feeling in their reply. How would you reply to these greetings? a It's an honour to meet you. b How do you do? c How are you doing? d How're things? e Hi there. But instead of simply reacting to other people, why not seize the initiative and set the level of formality you prefer? Be proactive. This also means being flexible. If you don't want to sound too friendly because you want to bring up several complaints during the meeting, then choose a more formal greeting. If you've built up a good relationship over the phone email, then choose an informal greeting. My favourite greeting when I meet someone for the first time is: meet you . It's friendly but business-like. It's easy to get the reply right as - Nice to meet you, too . What do you say after you've said `hello'? Well, if this is a first meeting we often need to say who we are, and this can cause cultural problems. In Germany, for example, business people might only offer their family names Schmidt . In Sweden you might only be offered the first name Sven . W hen working internationally, use both names. This is useful information to match the business card you offer and it can allow you to be proactive again. Don't say, 'I'm Manfred Schmidt. ' This means your business partner has to choose whether to call you Manfred or Mr. Schmidt . telling we have

or by

Nice to well

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Indicate what you want to be called - rather like James Bond in the movies. In the official M16 meetings he introduces himself as ' Bond . James Bond .' In other words, he's telling you to call him Mr Bond . His first name is simply for your information. But in the bar with the beautiful blonde he says, 'Hi there. I'm James, James Bond. ' In other words, he's telling her to call him by his first name. In most international business settings this last approach is probably the best one. It means that your first two sentences would sound like this: 'Nice to meet you. I'm Manfred, Manfred Schmidt.

H ot Ti ps

Be Proactive Choose the appropriate way of saying hello Be like James Bond

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Make active small talk

Some people love to small talk, others hate it. Some cultures demand it whilst others ignore it. In international business, small-talk can be extremely useful. By talking about neutral, non-controversial topics you can start to break the ice, get a feeling for the communication style of your partner and begin to tune your ear to their English. Neutral topics the weather, the trip, the hotel, the town - are easy to talk about without disagreement. In Britain it is said that there are three taboo subjects for small talk - politics, sex and religion. Why? Because it's easy to get into an argument about them. What you are aiming to do instead is to build a platform of agreement on which to do business. This platform of agreement will help when you might have to disagree later on in the meeting. Even if you come from a country where small talk is not part of your culture, try to use it as an icebreaker with your international guests the meeting, in the taxi, at the airport or over a coffee. Your main linguistic tool in successful small talk is the open question. Small talk is like a friendly game of tennis: the idea is to keep the ball backwards and forwards over the net. This means the questions you should require more than a simple `Yes' or `No'answer. Use the `W' words instead:

before

going ask question

W at? W y? W en W ere? W o? W ich H ? h h h ? h h h ? ow

Asking open questions and inviting longer answers makes it easier to develop a conversation. Agnes Brian Agnes Brian Agnes Brian : What would you like to see here during the visit? : Id like to go to The Museum of Modern Art. : Oh, why is that? : Theres a couple of Van Gogh's there I'd like to see. : Which are those? : Two views from the time he spent in Arles.

Such questions open up the conversation and start the ball rolling. Do remember to keep your end of the ` tennis game ' going. Even when your

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partner asks you questions that you could answer with one word -don't. Answer with a sentence, and then ask an open question of your own. HOT TIPS!!!! Build a platform of agreement Use open questions Keep the `tennis game' going

Look for `hot buttons'

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We all have `hot buttons' - personal interests that are important to us. They might include family, travelling, sports, pets, hobbies, etc. Friendship is often based on two people having similar `hot buttons'. In international business, look for your business partner's `hot buttons' and explore whether you have any in common. You need to become a `hot button' detective. People leave clues in their conversations with you. When, in the coffee break, a business partner says, 'Did you see the game on television last night?' it's another way of saying, `Is football one of your "hot buttons"?' When your business partner says, 'I hope we finish on time. I've got some tickets for the theatre this evening.' they are saying, `Do you like the theatre?' So don't just reply, `Yes' or I see'. Follow it up like a good detective. Tell them you support Real Madrid or Chelsea. Ask what play they are going to see. And then, most importantly, offer some information back. Say that you prefer rugby to football. Tell them you went to see a good film last week. The best way to find out someone's family situation is not to ask a direct question: Are you married?' - the answer might be embarrassing: Actually my wife has just run off with my best friend and taken the kids with her.' Oh dear. Instead, say that your wife and kids are away this week on holiday, and that you're going to join them at the weekend. Then your partner can volunteer information about their family if they feel comfortable about it. Try the exercise opposite. Explore possible common interests, and in that way build up a relationship that is not purely based on the business. In some cultures this is imperative.

Hot Tips: Be a hot button detective Offer information about yourself

SOFTEN your approach

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There are three key areas we need to think about when meeting our business partners: what we say, how we say it, and how we act. But we are often concentrating so hard on the words we want to use, communication. and on their pronunciation and intonation, that we forget the non-verbal side of the

S O F

We need to SOFTEN our approach. Each of the letters in the acronym SOFTEN reminds us of an important non-verbal signal we should use in conversation.

Smile! A friendly face helps people feel welcome and more relaxed.

Too often we forget to smile. We are concentrating on getting the language correct. Our facial expression becomes serious, our forehead

creases up, and we come across as critical, cold and unfriendly. Open gestures Sitting with arms and legs crossed can

subconsciously

affect our speaking partner. It may give the signal that we are feeling defensive about working in English, not

we are closed to the relationship or closed to the other person's ideas.

But often we do it because

because of the relationship with the other person. Gesture naturally and sit with your feet together on the floor.

Forward lean

When we want to show interest in another person we

lean forward. This is more noticeable when we are sitting down, but it also happens when standing in a `cocktail party' situation. It creates a

positive `I'm with you' feeling. Touch Normally we only touch each other in business when we shake the meeting. But hands at the start of we read a lot into that

handshake! If the handshake is too aggressive, or of the `wet fish' variety, we judge people negatively. A good international firm - but not too firm three shakes. handshake is and lasts for two to

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E

N

Eye contact This varies according to cultural background but, according to some studies, during the average European conversation: the listener looks at the speaker 75% of the time the speaker looks at the listener 40% of the time they look each other in the eye 30% of the time the average length of mutual eye contact is 1.5 seconds.

If we stare at each other without breaking eye contact, this is perceived as being aggressive. In fact, in some cultures the eyes are lowered during a conversation to show respect. But in most cultures we need to reassure ourselves that our partner is still listening - and we do that by eye contact. a way of getting feedback on how our ideas are being received

It's

Nod Moving your head up and down to indicate agreement encourages your speaking partner to open up. Your nodding tells them that you are listening and that you want them to continue speaking. These non-verbal signals work in any language, but are even more important when you are working in a second language. They underline and reinforce the verbal message and can help correct misunderstandings. If someone asks you where the toilets are and you point upwards, but say, 'Downstairs', they are more likely to believe the hand signal than the words. Try this experiment with a friend. Ask them to tell you about their last holiday. While they are speaking, use the SOFTEN approach to encourage them to talk. After a minute or so, start to switch off the SOFTEN signals stop smiling, cross your arms, lean back, push your chair back, look down or away and shake your head. Your friend will either stop talking or get irritated. Stop, and then discuss how it felt. Both parties usually agree that the first minute was fine, but that it soon began to feel tense and unpleasant. Some people get really angry with their `negative' listening partner. If that happens, apologize and blame this book!

Smile Open Gesture Forward Lean Touch Eye Contact Nod

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FOR YOUR INFORMATION People greet each other in different ways in different parts of the world. Eskimos rub noses, Maoris touch foreheads, Thais hold their hands in a prayer like attitude. In Japan they bow and in Europe and the USA they shake hands. Sometimes we try to make the other person feel at home by greeting them in the way that is expected in their culture. Then you might get the situation where the American bows to the Japanese whilst the Japanese holds out his hand to be shaken.
5

Grab opportunities
You are surrounded by opportunities to practice your socializing skills. You need to grab them with both hands. Try `on-the-job' training. In other words, look for opportunities to use English during your normal work activities, or in breaks and `dead' periods. Here are a few tips and ideas you could choose from:

Practice with English-speaking visitors Whenever English speakers visit your organization, take the chance to practice your English with them. Volunteer to take them to lunch. See it as an opportunity rather than an imposition. Find other English addicts There are probably several of your colleagues who would also like to their English. Arrange a weekly `English only' lunch or coffee break - or even an English Pub Night every month. Find a Native Speaker coach If you have a regular English-speaking contact on the phone or a nativespeaker colleague, try to build a friendly trainee-mentor relationship. Ask if you can check your language with them. Many native speakers like to become the `expert' and practice

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`coach'.

Attend international events Think of trade fairs and road shows as chances to practice your networking skills in English, as well as business opportunities. Go on business training programmes where you have to use English to communicate with the other trainees. Try practicing in your spare time too: Jo a E g h S e k g O a iz tio in n n lis p a in rg n a n There are many `friendship' societies where you can meet people from cultures and where English is the medium of communication. Organizations like the Columbus Society, the British Council and various embassies often hold events and lectures in English. Chat to English speakers while on holiday It's fun to meet new people, you are feeling relaxed, and it's a safe for making and correcting mistakes. Sm talk in English with your fam all ily Have some fun in English together. It helps to improve your children's partner's English, too. other

environment

and your

In other words, look for every chance to extend your personal and professional network in English. Each time you socialize successfully in English you are building up your confidence and giving yourself the chance of doing it even more successfully the next time.
HOT TIPS: 1. Take every opportunity to practice speaking English 2. Practice at work 3. Practice at home Unfortunat ely, I cant speak or read English

You learn something every day,

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if you pay attention. (Ray LeBlond)

Chapter 2 Telephoning
The telephone is a good way to talk to people without having to offer them a drink. ~Fran Lebowitz~

omeone once said, `You cannot not communicate.' You don't have to say a word. People will simply interpret both you and your silence.

In fact, communication can be divided into three main areas body language, para-linguistics (how you say something) and the actual words we use. Studies show the impact of any face-to-face message is broken down as follows: 60% - body language 30% - para-linguistics 10% - words. This is good news for second-language speakers. The non-verbal messages can compensate for lack of vocabulary and incorrect intonation. But when we are talking on the phone, that 60% disappears and we have to rely on using the correct LIFETREE ENGLISH COURSE

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words and saying them in the correct way. Tips 6-10 can help you compensate for the missing 60%.

P reparing the C all

The telephone is a strange instrument. It often requires us to speak to someone we don't know, and who we can't see. This can be stressful, if we are also making the call in a second language. If the call is requires Take a large note one sentence, in main reason why calling. Then, if other reasons for prioritize them sentence. It something like this: especially

Main reason: To make an appointment with Michael Gardner when Im in Britain next week in order to demonstrate our new e-learning software for computer security. Other reason: To check if his company still intends to attend the trade fair in Florence in September

important it preparation. and write in English, the you are there are the call, under that could read

Actions Michael gives me two hours on Wednesday afternoon or Thursday morning If they are going to Florence we arrange a dinner meeting during that week. Now take another down the things you want to happen as a result of the call. For example: note and write

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Think of a call you might have to make in the next few days. Practice by writing two notes. See how well you can define your reasons for calling and what you want to happen. Good afternoon Mr. Gardner. This is Paolo Bellini from INTERLEARN Software in ITALY. The reason Im Now you need to think of the calling is to see if you are able to words you might need to use. Prepare your opening sentences so that you meet me when Im in Britain next make a good first impression, and practice them. If you are nervous, week. You sent us an email showing computer programme. interest in our new

security

e-learning

learn them by heart.

Then think through the main points of the call in English. Note any concepts where you can't find the right word. Afterwards, look up the missing words, make a short vocabulary list and run through the call again in your head. Try to put yourself in the shoes of the person receiving the call and think what questions he or she might ask, and how you might answer them. This process is very good language practice. You could try it even when the call is not critical, simply to activate your English. When you actually make the call, place the notes where you can see them. Check you have relevant documents to

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hand, and a pen and paper, of course. Have your list of key words in ready in case your mind goes blank at a critical time.

Make yourself comfortable. Pick up the phone and ring. When the person you want to speak to answers - smile! They might not be able to see it, but it will make your voice sound cheerful and friendlier. And usually you get a smile back. Say your name slowly and clearly. Then give your main reason for calling straight away to help focus the receiver on you and on the subject of the call.

HOT TIPS: Write down the reason for the call Prepare your opening sentences Put yourself in the receivers mind

7
Caller Receiver Caller Receiver Caller Receiver Caller Receiver

FOR YOUR INFORMATION Alexander Graham Bell, who invented telephone, thought the phone should be answered with "Hoy, Hoy" instead of "Hello". As a tribute to Alexander Graham Bell when he died in 1922, all the telephones stopped ringing for one full minute.

Answering a call
What's wrong with this telephone conversation between a native English speaker and a secretary in Germany? : Hello, this is Mark Thomas from Smithson and Co in London. : Hello. : Is that the Sales Department? : Yes, that's right. : Who am I speaking to, please? : Blom. I'm Mr. Goldmanns secretary. : Could I speak to Mr. Goldmann, please? : No, he's in a meeting all morning. LIFETREE ENGLISH COURSE

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Caller Receiver Caller Receiver Caller Receiver Caller Receiver Caller Receiver Caller Receiver Caller

: Then could you take a message for me, please? : Certainly. : Please tell Mr. Goldmann we've had trouble with the shipment again several faulty items : What was the shipment reference number? : 2376/67-00. : Good. I'll tell him and he will get back to you. : When can I expect his call? : He'll be back in the office this afternoon. : So I can expect his call then? : Of course. : Right, thank you. : You're welcome. Goodbye. : Goodbye.

The secretary is efficient and does what is expected of her - but no more. She answers the caller, gives him whatever information he needs and gets rid of him as quickly as possible. Now sometimes we need to be short, sharp and effective. Sometimes we need to get rid of unwanted callers quickly. But usually we are interested in building business relationships, and then the short, sharp approach is not at all appropriate. Of course, it could also be the personal style of the secretary to act in this way - but it's more likely to be her discomfort at talking in English on the phone. Here are five rules when answering an international call in English: 1 Be proactive Don't answer questions with just one or two words like or `No'. And offer information or assistance - `How can I help you?' or `Let's see what we can do to sort this out' `Yes'

2 Empathize If something has gone wrong or the caller is angry, show you understand their feelings 'I understand how you must feel' or 'I'm sorry to hear that'. 3 Use the caller's name Our names are important to us. So get the caller's name and use it once or twice during the call to fix it in your memory. It also makes the caller feel better. 4 Small talk If it's appropriate, take the chance to make small talk. The caller feels you are friendly and interested in them. Listen for signals when they want to small talk, too.

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5 Smile Remember that the only body language signal available to us on phone is the smile. You can hear a smile. It helps create a positive helpful approach

the

Twenty key terms

If you know these twenty terms you will be able to discuss the process of phoning with an operator or secretary. Test yourself, and learn any of the words you fail to identify. Put the words in the correct spaces in the text. area code confirm country code make a note of connects receiver switchboard operator check letter (of the alphabet) email address reach inform look up on behalf of dial direct line hang up directory make an enquiry

I want to (1) ............. about prices in a hotel in the USA. I know the (2)............... for the United States and 'I have the number for the hotel, but I have to (3) ..................... the number for the (4) ................. for that part of America. I can find it in the telephone (5)... ................. I pick up the (6) ............ and (7) .. the number. I get through to the hotel's (8).................. and ask the (9) .... to help me. She (10)... .me to Reception. I tell the receptionist I am calling (11) .. my company and that I want to (12)... room prices and availability. (13)... what I need to know. She asks for my name and I have to spell each (14) .. She then asks for my phone number and whether I have a (15).... I tell her on which number she can (16). me. Before I (17).. , I give her my (18) ..... and ask her to (19).. the prices and availability in writing. I am now going to (20)... my colleagues about what I have found out.

HOT TIPS Learning these 20 telephone terms will make it easier to discuss what you want to do on the phone. LIFETREE ENGLISH COURSE
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Twenty useful phrases

Here are twenty phrases to help you manage a telephone conversation. Controlling the conversation 1. Can you hold? 2. Could you repeat that, please? 3. Could you speak more slowly, please? Names and spelling 8. May I have your name, please? 9. What was your name again, please? Dealing with difficulties 12. Im afraid hes not available. 13. Im afraid its rather urgent. 14. Im afraid theres no answer. W you are going to do hat 18. Ill call you back. 19. Ill find out. 20. Ill transfer you.

4. Could you speak up a bit please? 5. One moment, please. 6. Sorry, I didnt catch that. 7. Sorry I didnt get that.

10. Could you spell that, please? 11. Is that A as in Alpha?

15. Its busy/engaged. 16. Sorry, we were cut off. 17. This is a bad line.

Look at these ten telephone situations. Choose a phrase from the list opposite to deal with each one. Check your answers below.
a. b. c. d.

You want the caller to wait for a few seconds. ( .) The caller is speaking very quickly. ( .) The person they want to speak to is not in the office. ( .) You want the caller to tell you their telephone number again. ( .) LIFETREE ENGLISH COURSE

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e. f. g. h. i. j.

You didn't hear their name clearly. ( .) You want to connect them to another colleague. ( .) The caller's voice is very faint. ( .) You don't understand what the caller is saying. ( .) You don't want to speak now but will return their call. ( .) You want the caller to spell a word using a spelling alphabet. ( .)

Answer: a. 1 or 5 b. 3 c. 12 d. 2 e. 9 f. 20 g. 4 h. 6 or 7 i. 18 j. 11

Hot Tip Learn any phrases you are not sure of and you will then sound professional when dealing with international calls.
10

Dealing with difficult speakers

Speaking in a second language on the telephone can be frustrating business. At least when you are face-to-face you have the help of body language and facial expression to support the communication. But on the phone you are reduced to the words you use and how you say them. Ideally, you want a telephone partner who speaks slowly, clearly, and to the point. Unfortunately this is often not the case. Your caller might speak much too quickly, use complex language or have a strong regional accent. Or, if your telephone partner is weak English speaker, you have to deal with limited vocabulary and poor pronunciation. How many times can you say to a caller that you havent understood before it gets embarrassing? Something we even agree to things on the phone without understanding exactly what we have agreed to, simply because of this embarrassment. As soon as you get into difficulties, let your telephone partner know. Dont wait, hoping that things will become clearer later on they rarely do. Here is a 5-stage linguistic tool to help you overcome this situation. Stage 1 Interrupt by using the word Sorry? This one word is enough. And your partner hardly notices that they have to repeat what they just said. Stage 2 You still dont understand. Now use another word interruption: Pardon? Again, its short and hardly noticed. (Dont say the same word twice its more noticeable.) Stage 3 This time it is noticeable if you still dont understand. Now you need to soften your interruption with a little politeness, and you need to sound friendly. Use a sentence like Im afraid I still didnt quite catch that. Im LIFETREE ENGLISH COURSE

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afraid is polite; didnt catch that is colloquial and friendly; quite means that were almost there, we only need to make a little more effort to succeed.

Stage 4 You still don't understand. Now it's getting more difficult! This you need to be proactive and guess what you think your partner said: You mean Tuesday?' It doesn't matter if you guess wrongly! What you for your partner then to correct you. This they usually do slowly and clearly: 'No, I mean Thursday!'

time `Oh! want is

Stage 5 If you still don't understand at this point, ask them to send a fax or email! And try to make a joke of the situation to keep it friendly.

HOT TIPS Sorry? Pardon? Im afraid I still didnt quite catch that. Oh! Do you mean.?

The bathtub was invented in 1850 and the telephone in 1875. In other words, if you years without had been living in 1850, you could have sat in the bathtub for 25 LIFETREE ENGLISH COURSE

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having to answer the phone. ~Bill DeWitt 1972~

CHAPTER 3 PRESENTATION

om Peters, the American management guru, says the key attributes of the successful negotiator are the willingness to take risks, the ability to think under stress, and stam and ina patience!

In his book Training for the Cross Cultural Mind (SIETAR 1981), Pierre Casse lists three key skills for the international negotiator. You should be able to see the world as others see it. You should be able to deal with ambiguous situations. And you should be able to express yourself so that everyone can understand. This last is a key skill for second language speakers. Tips 11-15 you improve your ability to negotiate clearly in English. will help

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11

Be prepared
The Scouts Association motto is `Be Prepared'. This is not only true for scouts. It's also absolutely necessary for international negotiators. If the negotiation is to be held in English, then do the preparation in English. It might take you a little longer, but you will soon discover any linguistic shortcomings. You will then have time to correct them. Having clear goals for the outcome is vital. You need to ask yourself three basic questions: 1. W is the optimum result I want? hat 2 What is my `walk away' point? 3 What is my BATNA? (My Best Alternative to a Negotiated Agreement.) In other words, you need to decide what you hope to gain, the level where agreement becomes impossible, and what alternative you have if the negotiation fails. Write down the optimum result in English. Everything you do in the preparation and in the negotiation itself should lead towards achieving goal.

this

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Specify (in English) your absolute minimum requirements, and what you would not be prepared to accept. Now you can more easily see possible options for compromise between the two. Decide clearly what you intend to do if the negotiation is unsuccessful. What are your other alternatives? Knowing you have a BATNA gives you strength in the negotiation. Then you need to put yourself in the other sides shoes and ask yourself the same three questions. This way you can see where the potential areas of agreement are as well as the possible sticking points. Of course these are assumptions that you are making, and you will need to check them. This you can do with tip number 12: the questioning funnel. Dont forget to take into consideration history of the relationship has it been positive or negative so far? And what do you know about the cultural background of your negotiation partners? Whats their level of English like? If you make these preparations in English it allows you to rehearse and practice the language you need in order to move the process along successfully. With your targets and arguments pre-prepared and clearly stated in the target language, you can then concentrate on the negotiation process itself, and on the other people, rather than be struggling to find the right words and arguments. Failing to plan is planning to fail. HOT TIPS What is the optimum result I want? What is my walk away point? What is my BATNA?
12

Funnel your questions In international negotiations its very important to make sure that you check you preparation and assumptions before you start the hard bargaining. The questioning funnel is a practical tool to help you in this process.

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You can help this process along by asking Tell me more at any stage along the funnel. Silence is also a way of encouraging someone to add information to something they have said. HOT TIPS - Start with open questions - Closed questions for the facts LIFETREE ENGLISH COURSE - Tell me more

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A man goes into a lawyers office. How much do your services cost? he asks. Ten thousand dollars to answer three questions, the lawyer replies. Isnt that rather expensive? asks the man. Yes, says the lawyer. Now whats your final question?
13

If , then
In most negotiations we are looking for a win-win outcome. And successful negotiation depends on bargaining, with both sides making proposals and counter-proposals and counter-proposals linked clearly to certain conditions. If you give us a 6% discount, then we will sign the contract. If we made the delivery time shorter, would you then agree to the other conditions? As competent international negotiators we need to be able to deal with the different kinds of conditional sentences in English so that we are able to send correct messages to our business partners. We have to make our own offers clear, understand what the other side is offering, and indicate our level of acceptance or rejection of their offers. Now there are many different types of conditional sentences in English If you had thought negotiating is easy then you wouldnt have bothered to learn how to use conditionals properly, would you? But luckily many of them are not as complicated as that example! In fact the good news about using conditionals in negotiating is that you only need three basic forms to cover most of what you need to say. Lets look at each of these in turn and the situations in which they might be used.

1 You want to make a proposal which is likely or possible. If you accept the new delivery terms, then we will give you a 4% discount. This is the most common use of conditional, and is easy to use. Use this conditional to signal to your partner that you think agreement is near and likely.

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Pitfall Dont use the future will in the if part of the sentence you will accep t , then we will give you .

If

2 You want to make a proposal which is less likely, or improbable. `If you accepted the new delivery terms, then we would give you a discount.' This gives the feeling that you think your partner will be more reluctant accept your proposal; or that you are making a counter-proposal to an offer of theirs that you are not happy about. 2% to

Pitfall Don't put `would' in the `if' part of the sentence 'If you would accept ., then we would give you. 3 You want to show clearly that your partner's terms are unacceptable . 'If you had agreed to the new delivery terms, then we would have given you a 3% discount.' (But you didn't, and so we won't.) This conditional is used after the negotiation to show what might have happened. Pitfall Don't put `would have' in both parts of the conditional ?If you would have agreed..., then we would have given you ... .' Perhaps the most quoted use of the conditional in English is when Winston Churchill was approached by a female political opponent who said, `Mr Churchill, if you were my husband, I would put poison in your tea.' To which, Winston Churchill replied, `Madam, if you were my wife, I would drink it!' LIFETREE ENGLISH COURSE

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Probable: If you accept the new delivery terms, then we will give you a 4% discount. Improbable: lf you accepted the new delivery terms, and then we would give you a 2% discount. Impossible: lf you had agreed to the new delivery terms, and then we would have given you a 3% discount.

14 Recognize hidden signals

`We will never agree to what you are proposing.' That sounds like a clear statement of your position. But if you add the words in its present form', immediately indicate the possibility of a negotiated agreement. Giving and understanding these kinds of signals are all part of the skill of negotiating. But this can be a problem for a second-language speaker. LIFETREE ENGLISH COURSE

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You have to learn to listen between the lines. Listen for words that make definite statements more tentative, and listen for statements which only rule out one of any possible alternatives. Here are some examples: `We never negotiate on price!' This sounds very definite, but the hidden signal is that they would delivery, quality and quantities. `These are our standard contract terms.' The implication is that there are also non-standard terms available. `We could not produce those quantities in that time frame.' But they are prepared to negotiate either the quantities or the times. `Our price for that quantity is $40, 000.' Different quantity, different price! `These are extremely reasonable conditions which we propose.' This is the position they prefer, but it's negotiable. discuss

TEST YOURSELF Here are five more sentences with hidden signals. What are the possibilities for negotiation? 1 It is not our normal practice to pay within 30 days.' 2 `We never give discounts of more than 5%.' 3 `We are not prepared to discuss this now.' 4 `Our production line is not set up to deal with these requirements.' 5 'I am not empowered to negotiate these levels of discount.'

There is another kind of hidden signal. Some cultures prefer to understate difficulties and differences of opinion. They do this for reasons of politeness and to keep the business relationship harmonious. They want to imply that all problems can be solved. Listen out for qualifiers such as a bit , some, slight, a little, a few, minor, etc. For example, ` We have a bit of a problem with this ' could mean that the problem is actually a considerable one. You need to be aware of this, and make sure you ask for clarification: `There's a short delay in production .' Check the exact timing. LIFETREE ENGLISH COURSE

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' I have some doubts about the project .' How many are ` some '? `There seems to be a slight misunderstanding. ' This is often used as a serious warning of difficulties. `We just need a little more time .' Try to get your business partners to specify exactly how much more time they need. These understatements are not usually deliberate attempts to hide the truth. But be aware that soft words can sometimes hide deep disagreement.

HOT TIPS Listen for tentative words Listen for what is not said Listen for politeness qualifiers

~STORY~ An old gentleman had been having serious hearing problems for a number of years. He went to the doctor, who arranged for him to be fitted with a hearing aid which would restore his hearing. A month later he returned to the doctor. The doctor said, 'Your hearing is perfect now. Your family must be really pleased that you can hear again: `Oh, I haven't told my family yet,' the gentleman said. `I just sit around and listen to the conversations. I've changed my will three times!'

15 Use silence A Japanese teacher of Shintaido, a philosophy connected with body movement, once said to me that the British and Americans have forgotten that silence is communication. He had recently been giving workshops in Scandinavia where, he said, they still knew the art of being silent. LIFETREE ENGLISH COURSE

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In our modern international business lives we are surrounded by a sea of noise from people and machines. We get used to it. But at the same time, we know that silence can be a powerful and effective tool in our communication. In most European business situations, up to five seconds of silent listening is perceived as allowing the other person to gather their thoughts. Up to twenty seconds of silence is seen as encouraging them to continue speaking and adding to what they have already said. Over twenty seconds perceived as pressurising them to make a confidential confession as police interrogations!

is used in

So silence is a key listening skill. It shows our speaking partner that we concentrating on what they are saying. It gives them time to think. It encourages them to continue. In negotiations or interviews, if we remain silent, the other person will often add to the information they have already given us. And in the case of the negotiation, they might well give us just that LIFETREE ENGLISH COURSE

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piece of information we need in order to judge whether a deal is

possible.

Saying nothing can be as powerful as saying something. It can imply that feel secure in what you are doing and create a feeling of uncertainty in business partner. If you have made a clear proposal say, `So, what do think?' and then sit back and wait. This often has the effect of forcing a concession from the other side.

you your you

Silence is also a useful tool when presenting your ideas. If you pause before part of your message, your business partner automatically sharpens their attention..If you pause after a statement, this underlines the importance of what you have just said.

HOT TIPS Use silence to show you are listening Use silence to encourage your partner to add information Use silence to emphasize your ideas

`Remember that silence is sometimes the best answer.' ~Dalai Lama~

LIFETREE ENGLISH COURSE

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