Task 2 Match these ways of saying ‘no’ to the types1–5above. There may be more than one answer for some of the expressions. a. No can do right now, but what about Tuesday? b. That’s not possible today. It’s my day to get the monthly stats out. c. No, no thank you. d. No, it’s not my scene. No, really, it’s not my scene. e. I can see it would be helpful to crosscheck with someone, but I can’t put this report aside right now. Saying ‘no’ politely is not usually a problem among colleagues especially if you can say it face-to-face because friendly body language can go a long way to softening any refusal. However, when dealing with clients and other business contacts over the phone, the phrases and tone of the voice used have to meet the norms of the listener’s culture. Generally, a low voice, the use of words linked together, and a measured pace rather than a high staccato voice are well-received. Saying ‘no’ more firmly Imagine this scenario: Beate: The representatives from Wilson & Co have decided to drop by on their way to the airport this afternoon. They just want to go through the latest draft of the proposal with Jorge and me. Could you just get some cakes or something like that for 6 people when you’re out on your lunch break? Background: This is not the first time Beate has unexpectedly asked you to do something during your lunch break. Moreover, there is a system for ordering catering supplies which you do when required by phone with a local company. You have in the past done as Beate asked but you notice that this situation is arising more and more frequently. The last time you pointed out to her that you would prefer to be notified in advance of catering requirements and that an extra stock of non-perishable items could be kept for ‘emergencies”, she basically took no notice of your suggestion and seems to treat you increasingly casually. You: Beate, I don’t wish to sound unhelpful but as this has come up again, I really must point out that my lunch breaks are exactly that – my lunch breaks and if I’m needed to go out on office business, I’d prefer it to be done in office time. But that shouldn’t be necessary, anyway. As I suggested before, we need to have a system where we keep some things for times like this so that no one has to give up precious office time ‘to run an errand’. I’ll call the deli and get them to send some cakes round. It’s a very expensive way of doing it but I’m really too busy to go out now and I’d rather not use my lunchtime for office business. Saying ‘no’ more firmly 115 Beate: Well, try and call the deli and see if they can deliver what we need today. If not, could you go to lunch early and pick up what you order? You: Yes, and should I order some things to keep by? Beate: Yes, good idea. Task 3 Complete the dialogue below with appropriate words or phrases from the box. There are two phrases which do not fit. Background: Paula is responsible for organising your company’s attendance at a trade fair. You have had nothing whatsoever to do with the arrangements. Paula is prone to offloading work, especially when problems start appearing, and you really want to discourage this. Paula: I’ve just been looking at the map of the trade fair and notice that our name is not next to our stand. Could you look into it? I’m not sure where the problem lies, with the printers, the trade fair organisers You: I’m sorry, (1) as you’ve been in charge of all the arrangements for that trade fair? Paula: Well, I’m really snowed under with work at the moment so could you just chase up what’s happened about the map? You: Actually, Paula, this isn’t the first time (2) when things start to go wrong, and I think you should follow this up yourself. (3) and then take it from there? Paula: Well, OK, but I don’t know how I’m going to find time to do everything. (walks away) 116 Saying “no” A. but that shouldn’t be necessary, anyway B. you’ve asked me to pick up the pieces C. I really must point out that D. why don’t you find out where the problem lies E. but aren’t you the best person to deal with that Saying ‘no’ assertively Two of the most common complaints among PAs are: ᭤ I’m expected to work overtime and this is not stated in my contract. ᭤ I’m expected to do many tasks that are not in my job description. If you are working in these conditions, it is likely that resentment will build up against the boss, the job, and even the company. Therefore, it is imperative that you air your views and get the situation changed. If you notice that your polite refusals have turned into lies, e.g., Oh, I’m sorry, I have to pick a friend up from the station at 7 tonight, it is time to set up a meeting with your line manager. You could do this by saying: I’d like to put aside 30 minutes this week so that I can express some concerns I have. By arranging an appropriate time and determining the length of time of the meeting, you can plan what you want to say and how you are going to say it. Remember: ᭤ arrange a dedicated time to discuss your concerns; this highlights the importance of the matter ᭤ remain courteous and calm ᭤ acknowledge your boss’s views but stick to your stock phrases which express your concerns clearly and concisely ᭤ don’t be bullied Saying ‘no’ assertively 117 Example At the meeting: You: Thank you for putting aside some time. I’d like to talk about two concerns I have. The first is that I find I am increasingly being asked to work overtime. This isn’t in my contract and I’d rather not do it as I enjoy a balance between home life and work. Boss: Well, you know, sometimes we just have to get a document out for a client that night – what else can we do? You: Before we go into that, I’d like to outline my second concern and that is that I’m being asked to do jobs which aren’t in my job description. Boss: Well, there’s always a bit of give and take You: If you’d let me finish. The second concern impacts on the first in that as I’m doing more tasks, the total workload can’t be achieved within the working day. So, in order to avoid this happening, I’ve made a list of the tasks which are not within my remit and that I shouldn’t be asked to do. Task 4 Highlight phrases in the dialogue above which show that 1. you are being courteous 2. you do not want to be sidetracked from expressing your second concern 3. you have more to say 4. you have thought of a solution Task 5 Write an email to your line manager setting up a meeting to discuss some issues which you are unhappy with. Reporting unacceptable behaviour Unacceptable behaviour can take many forms: bullying, sexual harassment, sexual or racial discrimination, to mention but a few. It can make an employee’s life a misery, lead to stress-related illnesses, and affect their performance and damage careers The following guidelines are useful when an employee is experiencing unacceptable behaviour. They have been drawn up for employees working in European or North American companies. Of course, the steps a person can take when unacceptable behaviour occurs, depends on the business culture surrounding the incident. Guidelines ᭤ If someone harasses you, try to tell them that you do not like their behaviour and that you want them to stop. You might want to ask one of your colleagues, or your union representative – someone you feel you can trust – to accompany you to give you moral support. If necessary, they could also act as a witness. ᭤ If you feel you can’t face the harasser, you might prefer to write to them to explain that their behaviour is upsetting you and to ask them to stop. Let them know that you will take the matter further if they carry on. It’s useful to keep a copy of the letter. ᭤ Note down all the behaviour that offends you in a diary. Record the date, time, and place, and the names of any other people who are there. This will help you to remember details if you decide to make a complaint. ᭤ If the harassment is affecting your health, for example, causing symptoms of stress or depression, go to see your doctor. 118 Saying “no” ᭤ Report the harassment to your employer. You could go to your HR department (if there is one) and ask what your company’s procedures are for reporting a grievance. Alternatively, go to your union representative (if there is one). Make a record of the date you complained about the harassment, who you spoke to, what was said, and what action was agreed on. This will be important if you decide later that you want to go to an employment tribunal. ᭤ Whoever you report to should make certain that your complaint is investigated and that something is done about it. Task 6 Find words or phrases in the guidelines above which mean: 1. makes someone unhappy or anxious by causing them problems 2. an organisation of workers from a particular profession which represents and protects the rights of the workers 3. approval and encouragement 4. a person who sees an event happening, especially a crime or accident 5. upsets or hurts someone’s feelings 6. signs of illness or physical or mental changes which are caused by a disease 7. complaint or strong feeling that you have been treated unfairly 8. special court dealing with problems to do with work Letter to a harasser Task 7 In the second bullet point in the guidelines, it is suggested that a letter could be written to a harasser if speaking to them is difficult. Complete the letter below with suitable phrases from the box. Dear Mr. Timpson I am writing to (1) out to you that I (2) one aspect of your behaviour towards me unacceptable; that is, the comments of a sexual (3) which you (4) towards me. For example, yesterday afternoon, when I was picking up a piece of paper from the floor, you said, couldn’t you do that again, I love a bit of leg. Reporting unacceptable behaviour 119 constitute / does / direct / directly / find / making / nature / point / such / take . many forms: bullying, sexual harassment, sexual or racial discrimination, to mention but a few. It can make an employee’s life a misery, lead to stress-related illnesses, and affect their performance. to be notified in advance of catering requirements and that an extra stock of non-perishable items could be kept for ‘emergencies”, she basically took no notice of your suggestion and seems to. office time. But that shouldn’t be necessary, anyway. As I suggested before, we need to have a system where we keep some things for times like this so that no one has to give up precious office time