How to help clarify when your colleague is struggling.
Here’s the situation: you’re in a meeting, and your colleague is struggling to explain something. Perhaps their English isn’t perfect, or maybe they’re just nervous, or worse, unprepared.
What do you do?
1. Politely interrupt: Excuse me.
2. Offer help: I think I can help clarify this.
3. What we mean is…
Clearly, we have to be careful not to make other people look bad. Some phrases are helpful, but only if our pronunciation is spot on.
For example:
• I think what he is trying to say is… = OK
• I think what he is trying to say is… = He’s an idiot. (Ouch!)
Now, let’s look at some example scenarios.
Scenario 1
A customer is confused about the warranty policy for a new machine model. The warranty includes free repairs for two years but does not cover damages caused by misuse.
Speaker A
Um… So the warranty is… uh… it covers stuff, like, if it breaks, but not if you, uh, if it’s, like, not the product’s fault? I mean, um, if the problem is, like, caused by using it the wrong way or something like that… I think? But, um, yeah, it’s for two years.
Speaker B
Excuse me, let me clarify. The warranty covers free repairs for two years, but it does not include damages caused by misuse of the machine.
Scenario 2
A client is unhappy about why their order will take longer than expected. The delay is due to a supplier issue but should be resolved within the next two weeks.
Speaker A
Uh, so the delivery is… um, it’s later because, you know, the supplier had this, uh, issue or, um, something went wrong. But, uh, we should get it sorted out… like, soon?
Speaker B
Let me just step in for a moment. The delay is due to a supplier issue, but we expect it to be resolved within the next two weeks.
Scenario 3
A project partner is asking if a device can operate in extreme cold. The answer is yes, with proper winterization kits.
Speaker A
Uh, yeah, I think it can work in, like, cold weather? But, um, I’m not sure… uh, you might need, like, some kind of special, um, add-on or equipment for that? Maybe?
Speaker B
I’d like to clear up one point. Yes, the equipment works in extreme cold, but it requires a winterization kit to ensure optimal performance.
Scenario 4
A potential customer wants to understand the cost difference between two models. The higher-priced model includes additional features like remote monitoring and advanced AI features.
Speaker A
So, um, this one is, uh, more expensive because it, like, has extra, um, things? Uh, like, you know, it’s better for, um, saving power or, uh, maybe controlling it, like, from far away? I think?
Speaker B
Can I just cut in for a moment? The higher price reflects additional features, including remote monitoring and advanced fuel efficiency.
Scenario 5
A customer is questioning the need for a maintenance contract. Regular maintenance is required to keep the warranty valid.
Speaker A
Uh, yeah, the contract is, um, needed because, like, the warranty, uh, depends on it? I mean, you, uh, have to, like, do the maintenance or, uh, the warranty might, um, not work?
Speaker B
Sorry to jump in. I think I can help. Regular maintenance is required to keep the warranty valid, which is why the service contract is important.
Review
So, here are some of the key phrases we’ve seen.
- Excuse me. Let me clarify.
- Let me just step in for a moment.
- I’d like to clear up one point.
- Can I just cut in for a moment?
- Sorry to jump in. I think I can help.
Of course, there are many more things we can say, so book a lesson today, and let’s practice English for your job!
