Welcome to

Business
Communication
Skill: Exchanging Information
Topic: Showing Understanding and
Suggesting Solutions
Objectives
At the end of the lesson, you are able to:
• read and take note of the important details in the dialogue
• identify the functions of some expressions needed to show
understanding and make suggestions
• share a problem, show understanding, make suggestions and respond
to suggestions
Lead In

Discuss the following questions:

1. What is happening in this

photo?
2. Why do people sometimes have
to do it?
3. Have you ever done it? If so,
how often and why?
 A: You looked stressed. What's happened?
B: Well, Tom asked me (1) … tonight.
A: Is that for the annual report?
Presentation B: Yes, but I said no.
A: Right. Why's that?
B: Because I have a meeting (2) … this evening.
A: I see.
Listen to the teacher. B: And tomorrow's Friday and I have to leave at six because I'm going to the    
Type the phrase that theatre. I don't know why I feel so bad about it. I haven't been home before nine
you hear. o' clock once this month.
A: I know how you feel. Sometimes I think it might be an idea to have a bed here.
B: The worst thing is - I don't understand this new software we're using. That's why
this report (3) ...
A: I understand totally.
B: I mean. (4) … for IT training this year, but they always say they
don't have the money for it.
A: I know. It's not easy for you. When's the deadline for the report?
B: Next Monday.
A: Listen, it's not your fault. The company should let you do that training course.
B: Yes, but the report still has to be done. And Tom says that when (5) …, work 
comes first. And he's right.
A: Listen. I'm sure there's a solution. Let's go for a coffee and think about it. And
don't worry.

Presentation
Answer the questions:
1. Why does Tom want B to work
late today?
2. Why can’t B do it?
3. Why can’t B work late tomorrow?
4. Why is it taking B so long to
finish the work?
5. Why doesn’t the company want
to give B training?
6. When does B work have to be
finished?
7. What does Tom say about
deadlines?
A: You looked stressed. What's happened?
B: Well, Tom asked me to work late again tonight.
A: Is that for the annual report?
B: Yes, but I said no.
A: Right. Why's that?
B: Because I have a meeting at my son’s school this evening.
A: I see.
B: And tomorrow's Friday and I have to leave at six because I'm going to the
theatre. I don't know why I feel so bad about it. I haven't been home before nine
o' clock once this month.
A: I know how you feel. Sometimes I think it might be an idea to have a bed here.
B: The worst thing is - I don't understand this new software we're using. That's why
this report is taking too long.
A: I understand totally.
B: I mean. I’ve asked three times for IT training this year, but they always say they
don't have the money for it.
A: I know. It's not easy for you. When's the deadline for the report?
B: Next Monday.
A: Listen, it's not your fault. The company should let you do that training course.
B: Yes, but the report still has to be done. And Tom says that when there’s a
deadline to meet, work comes first. And he's right.
A: Listen. I'm sure there's a solution. Let's go for a coffee and think about it. And
don't worry.

Activity 1
Look at the expressions in green and
categorize the following to.
A. Showing that you are listening.
B. Expressing sympathy.
C. Reassuring.
A: You looked stressed. What's happened?
B: Well, Tom asked me to work late again tonight.
A: Is that for the annual report?
B: Yes, but I said no.
A: 1Right. Why's that?
B: Because I have a meeting at my son’s school this evening.
A: 2I see.
B: And tomorrow's Friday and I have to leave at six because I'm going to the
theatre. I don't know why I feel so bad about it. I haven't been home before nine
o' clock once this month.
A: 3I know how you feel. Sometimes I think it might be an idea to have a bed here.
B: The worst thing is - I don't understand this new software we're using. That’s
why this report is taking too long.
A: 4I understand totally.
B: I mean. I’ve asked three times for IT training this year, but they always say they
don't have the money for it.
A: I know. 5It's not easy for you. When's the deadline for the report?
B: Next Monday.
A: Listen, 6it's not your fault. The company should let you do that training course.
B: Yes, but the report still has to be done. And Tom says that when there’s a
deadline to meet, work comes first. And he's right.
A: Listen. 7I'm sure there's a solution. Let's go for a coffee and think about it. And
8
don't worry.
 Showing that you are listening

Activity 1 A. Think of a problem (real or not)

that you have at work/school.
Right
I see.
B. Have a short conversation with
your classmate. Ask for more details.
Make sure to use some of the
phrases to show understanding. Expressing sympathy

I know how you feel.

I understand totally.
It’s not easy for you.

Reassuring

It’s not your fault.

I’m sure there’s a solution.
Don’t Worry.

Activity 2
A. Look at the second part of the
dialogue. Choose the best word to
complete the expressions.
B. Answer the following questions:
1. What are A’s suggestions to B?
2. Which is the best suggestion?
A: Perhaps you 1[should / could / might] go to your son's school,
then come back to the office later in the evening.
B: No, I 2[can’t / won’t / shan’t] do that. He'll want to talk to me
about his teachers after the meeting. I can't just tell him I’m
going back to work.
A: Have you thought 3[about / with / of] coming in at the
weekend?
B: Well, that 4[might / will / can] be possible. But Tom has to be
there too. I think he’s got a wedding on Saturday, or something.
And I'm not free on Sunday.
A: But as Tom says, when there's a deadline to meet, work comes
first.
B: That's true.
A: So why 5[can’t / don’t / won’t] you tell Tom that you can work
on
Saturday? If he can’t, that's his problem.
B: Yes, 6[this is / there’s / that’s] a good idea.
 Activity 2
A: Perhaps you could go to your son's school, then come back to the office later
Find the expressions that has the following in the evening.
functions: B: No, I can't do that. He'll want to talk to me about his teachers after the
meeting. I can't just tell him I'm going back to work.
1. Suggesting possible solutions
A: Have you thought of coming in at the weekend?
2. Responding to suggestions B: Well, that might be possible. But Tom has to be there too. I think he's got a
A. Agreeing: wedding on Saturday, or something. And I'm not free on Sunday.
A: But as Tom says, when there's a deadline to meet, work comes first.
B. Partially Agreeing:
B: That's true.
C. Disagreeing: A: So why don't you tell Tom that you can work on Saturday? If he can't, that's
his problem.
B: Yes, that's a good idea.
 Showing that you are listening
A. Your colleague (B),a production
manager, is talking to you (A) about a Right
Activity 2 problem she has. Choose phrases to the
right to complete the conversation.
I see.
Expressing sympathy
A: You look stressed.
B: We haven’t got enough staff at the moment. I know how you feel.
A: 1_______________________________________________________ I understand totally.
B: I know it isn’t. But we’re already behind schedule. It’s not easy for you.
A: 2_______________________________________________________ Reassuring
B: Mmm. Yes, but what solution?
A: 3__________________________________ of employing some It’s not your fault.
temporary staff? I’m sure there’s a solution.
B: No, 4__________________________________. It will take too long Don’t Worry.
to train them. Suggesting possible solutions
A: Well, 5__________________________________ you ask some
people to work overtime? Perhaps you could…
B: 6__________________________________, but I don’t think the Have you thought of…?
company will agree to pay the extra hours. Why don’t you…?
A: 7__________________________________ offer the staff extra
Responding to suggestions
holiday in return for unpaid overtime.
B: Yes, 8__________________________________. That’s a good idea.
Well, that might be possible.
B. Role play the dialogue. No, I can’t do that.
 Showing that you are listening
Right
Activity 3 Make a dialogue out of this situation.
Use the phrases to the right.
I see.
Expressing sympathy
Situation A:
I know how you feel.
Student A. Listen to Student B’s problem. Shows understanding I understand totally.
and provide solutions. It’s not easy for you.
Reassuring
Student B. Read and share your situation to Student A.
Respond to A’s suggestions. It’s not your fault.
I’m sure there’s a solution.
Don’t Worry.
“Your company has paid for you to do a one-week
training course. When you arrive at the training centre Suggesting possible solutions
on the first day, you discover you’ve made a mistake. In
fact, the course is next week, which is also the first week Perhaps you could…
of your summer holiday.” Have you thought of…?
Why don’t you…?

Responding to suggestions

That’s a good idea.

Well, that might be possible.
No, I can’t do that.
 Showing that you are listening
Right
Activity 3 Make a dialogue out of this situation.
Use the phrases to the right.
I see.
Expressing sympathy
Situation B:
I know how you feel.
Student A. Listen to Student B’s problem. Shows understanding I understand totally.
and provide solutions. It’s not easy for you.
Reassuring
Student B. Read and share your situation to Student A.
Respond to A’s suggestions. It’s not your fault.
I’m sure there’s a solution.
Don’t Worry.
“Once a year your company organizes an English test for
employees who want to work in the International Suggesting possible solutions
Division. You’re really interested in a new post in the
USA, and you have a good level of English. But on the Perhaps you could…
day of the test you don’t feel well, and you only score Have you thought of…?
Why don’t you…?
52%. To work abroad, you need a minimum of 65%.”
Responding to suggestions

That’s a good idea.

Well, that might be possible.
No, I can’t do that.
 Showing that you are listening
Right
Activity 3 Make a dialogue out of this situation.
Use the phrases to the right.
I see.
Expressing sympathy
Situation D:
I know how you feel.
Student A. Listen to Student B’s problem. Shows understanding I understand totally.
and provide solutions. It’s not easy for you.
Reassuring
Student B. Read and share your situation to Student A.
Respond to A’s suggestions. It’s not your fault.
I’m sure there’s a solution.
Don’t Worry.
“You work in the Sales Department. There is a computer
virus in your computer and you have lost all important Suggesting possible solutions
documents especially your customer proposal. Your boss
accidentally threw away the only paper copy of that Perhaps you could…
proposal and your customer needs the proposal Have you thought of…?
Why don’t you…?
tomorrow.”
Responding to suggestions

That’s a good idea.

Well, that might be possible.
No, I can’t do that.
 Showing that you are listening
Right
Activity 3 Make a dialogue out of this situation.
Use the phrases to the right.
I see.
Expressing sympathy
Situation E:
I know how you feel.
Student A. Listen to Student B’s problem. Shows understanding I understand totally.
and provide solutions. It’s not easy for you.
Reassuring
Student B. Read and share your situation to Student A.
Respond to A’s suggestions. It’s not your fault.
I’m sure there’s a solution.
Don’t Worry.
“Tomorrow is your annual appraisal. You want to talk
about your promotion prospects. But every year, your Suggesting possible solutions
boss talks non-stop for 45 minutes and there’s no time to
discuss other things.” Perhaps you could…
Have you thought of…?
Why don’t you…?

Responding to suggestions

That’s a good idea.

Well, that might be possible.
No, I can’t do that.
 Showing that you are listening
Right
Activity 3 Make a dialogue out of this situation.
Use the phrases to the right.
I see.
Expressing sympathy
Situation F:
I know how you feel.
Student A. Listen to Student B’s problem. Shows understanding I understand totally.
and provide solutions. It’s not easy for you.
Reassuring
Student B. Read and share your situation to Student A.
Respond to A’s suggestions. It’s not your fault.
I’m sure there’s a solution.
Don’t Worry.
“You want to work part time for two years to give you
time to do an MBA (Masters in Business Administration). Suggesting possible solutions
But until now, you’ve always worked 60 hours a week,
and you know that the 25-year-old son of the CEO is very Perhaps you could…
interested in your post.” Have you thought of…?
Why don’t you…?

Responding to suggestions

That’s a good idea.

Well, that might be possible.
No, I can’t do that.