Part 2

Read the text below and answer Questions 15–21.

Learning to conduct difficult conversations in the workplace

Many of us struggle to say what we need to at work. Whether it’s asking for a pay rise, or confronting a co-worker over unsatisfactory behaviour, these conversations can be difficult to have without appearing offensive.

There are several reasons why we don’t raise difficult topics at work. Perhaps we’ve learned not to rock the boat, we fear being responsible for conflict, or we think that nothing will change even if we do pluck up the courage to speak out. So we stay quiet.

Here are some tips on how to tackle your next difficult conversation:

First, you need to plan what you’re going to say. Think about how long you need for the conversation and where to have it. The right environment is key – you don’t want somewhere too formal that will intimidate your colleague, or somewhere too casual where you may be overheard.

The second thing you need to do is write down the key messages you want to get across in the conversation. Practise saying them out loud (I like to record them on my phone and play them back). You are not preparing a script, but this preparation helps you to be brief and clear. If you are particularly nervous, rehearse what you plan to say in front of a friend so you know you are coming across as you wish to.

The language you use is also important. Consider the difference between these two phrases: ‘Steve, we’re very close to deadline date and you told me you’re a bit behind. I’d like to support you and agree a way to get the deadlines met.’ and ‘Steve, you’re behind again. This has got to stop!’ If you use the first example, you come across as looking for solutions together. That creates trust and openness. The second example is less likely to get a successful outcome.

Finally, put yourself in the other person’s shoes – however frustrating that person might be. The useless boss who never gives you feedback is simply struggling with her own extremely heavy workload. The team member who only has negative comments to make in the team meeting simply doesn’t have the skills to ask for what he wants directly.

To manage your emotions during a difficult conversation, it helps to calm things down by taking some long breaths. And finally, if you feel under pressure, remember to respond slowly rather than reacting quickly.

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Read the text below and answer Questions 22–27.

Making a success out of a new business

Running your own business can be very rewarding, but success is not always guaranteed. Half of small businesses fail in the first couple of years, according to official reports, but there are certain steps you can take to give your business the best chance.

First, does your business have a clear mission, yearly goals and a long-term business plan? Ensure your goals are specific, measurable and achievable. Introduce regular reviews of these goals and set new ones when appropriate. Most importantly, communicate your mission and goals to your employees. Their livelihood is tied to the success of your business, so make sure they know what they need to do to keep your business healthy.

A shortage of cash is generally what sinks small businesses, so learning to monitor your cashflow is critical. Check the dates of major outgoings, such as tax and payments for rent and rates, to ensure that you have enough cash for when these need to be paid.

If you’re setting up a partnership, choosing the right person is vital. Once you have made your choice, put in place an agreement which sets out the rights and responsibilities of each partner in the business. The agreement should also deal with what happens when difficulties arise; for example, does one partner have the ability to buy the other out? Or should the business simply be closed down – which could result in the end of a successful business?

Knowing your market and accurately assessing the potential demand for a product is the key to an idea succeeding or failing. If your product has a very limited market, you won’t be able to sell enough to create a successful business. You should take time to understand who your competitors are and identify what distinguishes your business from theirs. Perhaps you can provide a better service or compete on price. It all boils down to understanding why customers would rather buy from you than other companies in the field.

There is a lot to think about when starting your own business, but avoiding these common pitfalls will give your business a good chance of success.