Business English (Listening B2): "Communication in Conflict"

Vocabulary 1
A. "I" statements – Sentences that begin with “I”, usually to say how you feel. [phrases en ‘je’]

B. Blame (verb) – To say someone did wrong. [blamer]
C. Instead of – In place of something. [au lieu de]
D. Defensive (adj) –  To try to protect oneself from blame. (improved clarity) [sur la defensive]
E. Aggressive (adj) –  Angry and ready to fight. [agressif]
F. Accusatory language – Words that say it's your fault. [langage accusateur]
G. Phrases –  Group of connected words. [expressions / phrases]
H. Fault (noun) –  Mistake or bad action, something done wrong. [faute]

Guide Questions

1. What does the speaker say about communication?
2. What statements does the speaker use?
3. What does he/she avoid?
4. What other things does he/she do?

Vocabulary 2
A. Sets a positive tone – Starts with a good feeling. [donne un ton positif]
B. Reasoning (noun) – Thinking to explain something, explaining why something happens. [raisonnement]

Guide Questions
1. What is important, according to the speaker? Why?
2. What does the speaker do so that other people will understand him/her?

TRANSCRIPT

PART 1: Communication during a conflict is complicated. In my case, I try to use "I" statements instead of blaming the other person. For example, I say, “I feel concerned when...” instead of “You always...”. This helps avoid making the other person defensive and focuses on my feelings and the issue. I also avoid using aggressive or accusatory language. Phrases like “You never...” or “This is your fault" can make the situation worse. Instead, I use neutral language that encourages cooperation, such as "Let's work together to solve this" or "I understand your point, but I think...". Moreover, I repeat back what the other person says to ensure I’ve understood correctly. For example, I might say, “So what I’m hearing is that you feel...?” This shows that I’m paying attention and encourages them to clarify if necessary. It also helps avoid misunderstandings later. (141 words)

PART 2: Staying calm is important because it helps you think clearly and respond more effectively. If you're calm, you can express your thoughts more clearly, and people will listen. This also sets a positive tone for the other person, making them more likely to stay calm as well. To make sure the other person understands my point of view, I explain it clearly and give examples. For example, I might say, “I think we should do it this way because it will save time. Last time we did it differently, and it caused problems.” This helps the other person see my reasoning. (101 words)

Keywords:
How to Communicate Calmly and Effectively During Conflict
Using “I” Statements and Active Listening to Resolve Conflicts
Avoiding Blame: Communication Tips for Managing Conflict
Stay Calm and Be Heard: Conflict Communication Strategies That Work
Conflict Resolution Through Clear, Non-Accusatory Communication