Workplace communication

Workplace Communication
Introduction
Formal and Informal Language
Activity 1
Activity 2
Activity 3
Requesting
Activity 1
Activity 2
Activity 3
Answer Mike's Questions
Look at Mike's Questions
Complaining
Activity 1
Activity 2
Apologising
Activity 1
Activity 2
Body Language
Activity 1
Activity 2
Activity 3

1 / 15
Workplace communication

Introduction

It's not what you say but the way that you say it.

In this unit we will see:

• the importance of changing the way you speak according to the situation
• the social dimension of speaking a foreign language
• how to identify and interpret body language

During the course of this unit we will have the opportunity to learn how to:

• make polite requests

• complain appropriately using the right language to fit the situation
• apologise correctly
• apply the right communication styles in various situations
• use effective and appropriate communication styles

The activities in this unit provide you with the knowledge you need to carry out the final tasks.

(*) Banco de imágenes del MEC

2 / 15
Workplace communication

Formal and Informal Language

Politeness

Read the introductory text about register and then carry out the vocabulary activity.

Communication barriers and breakdowns are among the greatest causes of

stress in the workplace.

Sometimes, you need to change the way you speak. Depending on the person you
are speaking to or the situation you find yourself in, you will need to use one type of
language or another.

If you are with friends or close family, you will most probably speak using an
informal register, however if you are at a job interview, you need to use a more
formal register. There are many registers that can be used: technical, academic,
mathematical, scientific, etc,. but we usually speak of a 'formal' or 'informal' register
in English.

In the workplace, there are unwritten rules that are followed when speaking English.
Knowing which register to use in the right situation with the right person is very
important. The correct control of this register use will help people communicate
smoothly and effectively. Incorrect workplace communication can lead to problems
at work. Clients or colleagues or even the boss will think that you are impolite and
you may end up sending the wrong message.

Relaciona
Match the vocabulary from the text to an appropriate synonym

impolite conditions that make progress difficult

effortlessly failures
barriers code of conduct taken for granted
unwritten rules smoothly
colleagues follow that
breakdowns workmates
end up rude
lead to the final result will be...

Activity 1

Using the vocabulary

Completa
colleagues
breakdown
barriers
smoothly
unwritten rules
end up
impolite
John: I had a phone conversation with Sandra's mother yesterday.
Mary: How did it go? She's always so […] .
John: Well, it went really actually.
Mary: All her […] say that she puts up […] when she is communicating and people […] getting angry.
John: Yes, people either get angry or there is a communication […].

3 / 15
Workplace communication

.
Mary: She just doesn't understand. If she doesn't go by the […] of communication, she will always be
sending the wrong message.

Fill in the gaps in the above conversation between two colleagues at work talking about a meeting one of
them had with a child's parent.
Use the appropriate terms from the previous text and activity to show you have understood the meaning in
context.
After you have done the activity, listen to the conversation while you read the text.

Activity 2

Politeness

What is appropriate in one culture may not be appropriate in another.

It must be said that 'polite' in English may not take the same grammatical form as in
Spanish. Spanish may be more direct than English though equally polite. We must be
careful not to confuse politeness with indirect language.
Compare these two examples:
'Would you be so kind as to shut your mouth?'
'Please, keep quiet a moment'.
The first example is very indirect but extremely impolite.
The second example is direct but depending on the way it is spoken, it can be seen
as more polite than the first example.

Activity 3

Apologising

You are going to read three conversations with people apologising (saying sorry). Fill the gaps with the
correct words and expressions and then listen to the apologies and read the texts at the same time.

Completa
Sorry
really sorry
I'm afraid
O.K?
apologise
Why don't you
Conversation 1
Husband: […] love, I totally forgot to call. […] call, otherwise I'm going to get told off.

Conversation 2
Boss: I didn't get round to calling, […], so I want you to call now.

Conversation 3
Worker: […] it totally skipped my mind. I was so busy finishing my reports. I am […]. If you like, I can
call now and […].

4 / 15
Workplace communication

Requesting

Ordering Supplies

Two colleagues are talking about ordering some supplies for art and craft activities. Listen to their
conversation and try to make a note of what they need.
Do the true or false activity to see if you have heard correctly.

Verdadero o falso
Check what they need to buy.
Falso Verdadero
Number 1
500 sheets of white A4 card.

Number 2
3 packets of A3 paper.

Number 3
2 packets of coloured A4 paper.

Number 4
Some coloured window cleaners.

Number 5
Some more posters.

Number 6
Some poster paint.

Activity 1

Listen to the Conversation

This time you need to read the text while you listen to the conversation and do the true/false activity again.

Laura: Hey Mike, we're running low on supplies.

Mike: What kind of supplies, Laura?
Laura: The art and craft materials cupboard is practically empty.
Mike: What do we need?
Laura: I've made a note. We need 500 sheets of white A4 card, 2 packets of A3
paper, 2 packets of coloured A4 paper and six boxes of normal A4 paper. I also want
to get some coloured pipe-cleaners and some more poster paint.
Mike: Why don't you try that new shop on the High Street?
Laura: I'll send them an email.
Mike: Listen Laura. Ask them for a discount. You know, tell them who we are and
that we are looking for a new supplier.
Laura: O.K. Will do, Mike.

5 / 15
Workplace communication

Verdadero o falso

Check what they need to buy.

Falso Verdadero
Number 1
500 sheets of white A4 card.

Number 2
3 packets of A3 paper.

Number 3
2 packets of coloured A4 paper.

Number 4
Some coloured window cleaners.

Number 5
Some more posters.

Number 6
Some poster paint.

Activity 2

Writing an email

Read the email that Laura writes to the new suppliers.

Re: Art and Craft Materials

I am writing this email to enquire about the chance of putting in an order for art and
craft materials with you. We will be making several orders throughout the year as
and when the need arises.
Could you please send me a quote for the following order and include any relevant
trade discounts to be applied.

• 500 sheets of white A4 card

• 2 packets of A3 paper
• 2 packets of coloured A4 paper
• 6 boxes of normal A4 paper
• Coloured pipe-cleaners
• Poster paint - 2 blue, 2 yellow and 2 red

By the way, we will need to have the supplies delivered.

Laura Smith
Littleton Nursery
laurasmith@littletonnursery.co.uk

6 / 15
Workplace communication

Activity 3

Quote

Read the quote from HS Stationers that Laura asked for.

Re: Art and Craft Materials

Dear Ms. Smith.
Please find attached a copy of the quote you asked for. You will see that I have
included an exceptional offer that I am sure will be of interest to you. We will be able
to maintain this offer throughout the year. Do not hesitate to contact me if you
require any further explanations.
Any order you make over £50 includes free delivery

John Houghton
HS Stationary
jhoughton@hsstationary.co.uk

Click on the attached file

Answer Mike's Questions

What did they offer?

Mike leaves you a voice mail message on your mobile in the form of six questions. Listen to the six
questions and then answer them in the following activity.

Elige la correcta

Question 1
3 litres

2 litres

6 litres

Question 2
No, it will cost 50 pounds

Yes, on all orders

Yes on all orders over 50 pounds

Question 3
8%

9%

10%

7 / 15
Workplace communication

Question 4
Over 100 pounds

Between 90 and 100 pounds

Just over 95 pounds

Question 5
SIx months

Nine months

Twelve months

Question 6
7.99

7.59

7.19

Look at Mike's Questions

Read and Listen

This time, read the questions while you listen and repeat the activity.

1. How much paint did you order?

2. Do they deliver free of charge?
3. What discount did they offer us?
4. How much was the entire order?
5. How long does the offer last?
6. How much do the pipe cleaners cost?

Elige la correcta

Question 1
3 litres

2 litres

6 litres

Question 2
No, it will cost 50 pounds

Yes, on all orders

8 / 15
Workplace communication

Yes on all orders over 50 pounds

Question 3
8%

9%

10%

Question 4
Over 100 pounds

Between 90 and 100 pounds

Just over 95 pounds

Question 5
SIx months

Nine months

Twelve months

Question 6
7.99

7.59

7.19

Complaining

Being Polite

Read the following text about complaining and proceed with the activity to show you have understood the
vocabulary.

Complaining

These tips may help you to be successful when complaining:

• Stay calm, even if you are angry.

• Be assertive without being aggressive.
• Be clear about what you want while remaining polite.
• Back up your claim in writing wherever possible.
• Keep records: this includes copies of all receipts, letters, emails and notes
from phone conversations.

9 / 15
Workplace communication

• Complaining in person can be more effective: ask to speak to the person in

charge and discuss the matter.
• There is no point in losing your temper or getting angry.
• If you complain on the phone, make sure you keep records of who you spoke
to, when the call took place and what was said.

Relaciona
Match the vocabulary from the text to their equivalents

remaining staying
records defend
receipt documentation
back up proof of payment

Activity 1
New Suppliers

Listen to Laura's voicemail message from Mike. They ordered the supplies from HS Stationary but they are
not happy.

Completa
wrong
coincides
complaining
checked
materials
here
this
people
right

Drag and drop the correct words into the correct space. Be careful. There are nine options but
only six spaces...

Hi Laura, […] is Mike, The […] have just arrived from HS Stationers but I think they've got it […].
.
The docket on the box says one thing and I've […] the materials and hardly anything […]
.
Could you please send them an email […]? Thanks.

Activity 2

Email to complain

Read the email that Laura writes to complain to HS Stationers and fill in the gaps so it makes sense.

Completa el texto
Re: Order 567644 27/05
Seleccione un valor
First and foremost, let me thank you for delivering the materials so .
Seleccione un valor Seleccione un valor
, there seem to be a number of . The packing note on
Seleccione un valor
the box says one thing, but after checking the contents, we discovered that

10 / 15
Workplace communication

Seleccione un valor
items were missing; the poster paint, the pipe cleaners and the A3 paper.
Seleccione un valor
We would be most grateful if you could redress the as soon as possible. Laura.

Apologising

Saying Sorry

Read the text and proceed with the activity

Apologising

Look at this list of ways to say you are sorry.

• Oh dear, I'm really sorry about that.

• Right, I'll get onto it straight away.
• Please accept my apologies
• We have made a terrible mistake
• I shouldn't have said that.
• My comments to you were ill-advised.
• I made a stupid mistake.
• I'm genuinely sorry.
• There is no excuse for my behaviour.
• It was not my intention to.
• I'm terribly sorry.

Relaciona
Match the expressions with their definitions

I'll fix the problem I'll get onto it

instantly no excuse for my behaviour
what I did was unpardonable please accept my apologies
let me say sorry straight away

Activity 1

I'm Terribly Sorry

Listen to the apology that HS Stationers left on Laura's voicemail and then proceed with the activity to show
you have understood the gist.

Elige la correcta

Question 1
What is the name of the caller?
HS

John

Mike

11 / 15
Workplace communication

Question 2
The caller is phoning about...
the recent order

the next order

the new order

Question 3
What excuse does the man give?
It was sent to the wrong depot

One box was left at the depot

One of the boxes was lost after it left the depot

Question 4
When should they be receiving the box?
The following morning

In the afternoon about 4 o'clock

Next week on the 4th

Activity 2

Listen to the apology

Listen again to the apology and then fill in the gaps by dragging and dropping the correct words.

Completa
inconvenience
accept
apologies
sad
sorry
apologise
mistake

Hello Laura, this is John from HS Stationers. I'm calling about the recent order. Listen, I'm really […]
about the […].
.
One of the boxes got left at the depot. You should be receiving it this afternoon at around 4. Again,
please […] my […] and I hope it hasn't caused you any great […].

12 / 15
Workplace communication

Body Language
Read the text and then do the activity again.

Body language can show a lot about how you feel about what you are saying or
about the other person. When you are in a work situation, you have to learn to
control these feelings. You can't show aggressive body language to a parent, a
colleague or the boss.
(*) Banco de imágenes del MEC

Activity 1
Matching vocabulary

Read the text and try to match the vocabulary to equivalent meanings.

Aggressive body language

Facial signals

Aggression can be shown in the face, from disapproving frowns and pursed lips to sneers and full
snarls. The eyes can be used to stare and hold the gaze. They may also squint, preventing the other
person seeing where you are looking.

Attack signals

When somebody is going to attack, they usually give visual signals such as clenching of fists ready to
strike and lowering and spreading of the body for stability. They also go red in the face.

Exposing yourself

Exposing yourself to attack is also a form of aggression. It is saying 'Go on - I dare you. I will still win.'

13 / 15
Workplace communication

It can include not looking at the other person, relaxing the body, and turning away.

Invasion

Invading the space of the other person in some way is an act of aggression that is equivalent to one
country invading another.

False friendship

Invasion is often done pretending to be friends, where you act as if you are being friendly and move
into a space reserved for friends. This gives the other person a dilemma of whether to repel a 'friendly'
advance or to accept dominance of the other.

Approach

When you go inside the personal space of others without permission, you are effectively invading their
territory.

Touching

Touching the person is another form of invasion. Even touching social touch zones such as arm and
back can be aggressive.

You will probably need to use a dictionary or thesaurus

Relaciona
Match the words to their equivalents to show your understanding

angry vicious expression false

look with eyes partly closed frown
hold tightly stare
smile contemptuously squint
long fixed look sneer
not real snarl
look angry gaze
look with fixed eyes clench

Activity 2

Conversation

Read the conversation of two people talking about aggressive body language at work and fill in the missing
words.

Completa
threatened
squints
aggressive
holding
friendly
personal
frowns

14 / 15
Workplace communication

CONVERSATION

John: I've just been talking to Sandra's father.

Silvia: Oh, yes, how did it go?

John: He uses such […] body language that I don't know how to deal with him. Silvia: Really? What
does he do?

John: Well he looks at me with partly closed eyes

Silvia: You mean he […] at you?

John: Yes, but then he makes an angry face.

Silvia: Yes, he always […] at me too.

John: Then he pretends to be […] by my arm when he talks to me but I feel quite […].
.
Silvia: He never respects your […] space, you mean.

John: Yes, that's right

Activity 3

Listen to the conversation about aggression

Now listen to the conversation and repeat the activity

Completa
squints
holding
frowns
aggressive
threatened
friendly
personal

CONVERSATION

John: I've just been talking to Sandra's father.

Silvia: Oh, yes, how did it go?

John: He uses such […] body language that I don't know how to deal with him. Silvia: Really? What
does he do?

John: Well he looks at me with partly closed eyes

Silvia: You mean he […] at you?

John: Yes, but then he makes an angry face.

Silvia: Yes, he always […] at me too.

John: Then he pretends to be […] by my arm when he talks to me but I feel quite […].
.
Silvia: He never respects your […] space, you mean.

John: Yes, that's right

15 / 15