Topic 1.9.2 Diplomatic Language
DIPLOMATIC LANGUAGE
Starting point
Look at the following synonyms of “diplomatic language”:
tactful language
polite language
measured language
courteous language
What do they mean?
In what situations might you need to use this kind of language?
What situations have you been in when you have needed to be diplomatic?
Role plays
1.Client Complaint Resolution
Scenario: A client is upset about a delay in delivering a product or service.
Student A: plays the client
Student B: plays the customer service representative. The representative must use diplomatic language to acknowledge the issue, apologize, and offer a solution.
Key Phrases to Practice:
- “I understand your frustration, and I appreciate your patience.”
- “Let me see what I can do to resolve this for you as quickly as possible.”
- “I apologize for any inconvenience this may have caused.”
2.Negotiating a Contract
Scenario: Two students act as representatives from different companies negotiating a partnership agreement. You must use diplomatic language to express concerns, propose terms, and resolve disagreements without offending the other party.
Key Phrases to Practice:
- “We see your point, but we were wondering if…”
- “Would it be possible to consider an alternative approach?”
- “We believe this adjustment would benefit both parties.”
3.Feedback to a Colleague
Scenario:
Student A: is a manager. The manager gives constructive feedback on the employee’s performance while using diplomatic and tactful language to maintain a positive tone.
Student B: is an employee. The manager gives constructive feedback on the employee’s performance while using diplomatic and tactful language to maintain a positive tone.
Key Phrases to Practice:
- “You’ve done an excellent job with X, but there’s an area we can work on together.”
- “I’d like to offer some suggestions to help improve Y.”
- “Your efforts are appreciated, and with a few adjustments, we can achieve even better results.”
Vocabulary
Reading
THE ART OF DIPLOMACY
Navigating difficult situations
Comprehension questions
True or False?
British English or American English?
Diplomatic language
Using the passive
A good way to be more diplomatic is to use the passive voice
because it focuses on the action, not who did it.
e.g. I understand you didn’t finish the report. → I understand the report wasn’t finished.
Martin said you need some help. → I was told you need some help.
Using the past tense/second conditional
We also use the past tense and the second conditional to be more diplomatic in English.
Look at the following examples.
If you can give me the report at 4pm, I will be grateful. → If you could give me the report at 4pm, I would be very grateful.
Are you asking me how much it costs? → Were you asking me how much it would cost?
I hope you can finish before we leave. → I was hoping you could finish before we left.
Another good way of being diplomatic is replacing negative adjectives with not + positive adjectives.
I thought your presentation was terrible. → I thought your presentation wasn’t great.
your computer at home was stupid. → Leaving your computer at home wasn’t clever.
Less certain language.
In English, we also use words and phrases such as seem/apparently/as far as I know/it appears that to make the accuracy of a statement less director less certain.
Jenny didn’t come to work yesterday.→ As far as I know, Jenny didn’t come to work yesterday.
The order is going to be late.→ It appears that the order will be late.
Jason forgot to email the customer yesterday.→ It seems that Jason forgot to email the customer yesterday.
Sandra spilt coffee on her computer.→ Apparently, Sandra spilt coffee on her computer.
Speaking
In pairs, discuss the following questions.
- In what situations have you had to be tactful?
- Are you usually direct when you ask for something in your own language? Why/why not?
- Are you good at being persuasive? Why/why not?
- Which adverts have you seen that you think are misleading?
- In which situations have you had to be supportive of work colleagues?
- What do you do when you think someone is being dishonest with you?
- Do you think social media is superficial or a good way to communicate? Why?
- What has someone said to you in the past that you found to be very encouraging?
Roleplays
In pairs, look at the situations. Act out the roleplays using diplomatic language.
Roleplay 1
Student A: Student B has been late to work several times this week. Ask them why and see if you can find a solution.
Student B: Student A is your manager. Several times this week, you have been late for work because you have had to go to the doctor about a slightly embarrassing problem. You don’t want to get into trouble, but you know you will have to go back at least two more times next week. See if you can find a solution with your manager.
Role play 2
Student A: You are Student B’s manager. Student B thought they were going to get a pay raise, but this is not possible. They will need to do more training to get the pay raise, even though they are already quite skilled. See if you can find a solution to the problem by talking to them.
Student B: Student A is your manager. You are expecting a pay raise. You have been working for the company for two years now and you have found it quite difficult to live on the money you are being paid. Your mother has just become ill, and you know you will need to take some time off to care for her soon. See if you can find a solution to the problem by talking to them.
Homework
Read the following email. Use the language from the lesson to rewrite it so that it is more diplomatic.
Dear Jim,
I’m writing because I’m disappointed with your behaviour in the office. You are rude when you talk to your colleagues, and you are late every day. You didn’t finish your report last week. Anita also told me that you don’t clean up after yourself in the kitchen. You leave your mess for other people to clean up. If you continue like this, I will have to talk to Human Resources, and we will have to fire you.