Les mots clés et expressions:
To acknowledge the situation
Definition: to recognize that there is an issue, not to ignore the problem.
Translation: Reconnaître la situation
To remain neutral
Definition: to be impartial, not to exhibit favouritism.
Translation: Rester neutre
To take sides
Definition: to favour one person over another, to agree with one party over another.
Translation: Prendre parti pour quelqu’un
To clarify all details
Definition: to get all the necessary facts.
Translation: Clarifier les détails
To settle a dispute
Definition: to sort out a problem, to settle grievances, to straighten out an issue.
Translation: Régler un conflit
To hear both / all sides of the story
Definition: to consider all points of view, to understand and appreciate each person’s position.
Translation: Entendre tous les points de vue
Let’s not jump to any conclusions
Definition: let’s not make any false assumptions, let’s not be hasty.
Translation: Réfléchissons avant de conclure
To listen attentively
Definition: to listen carefully, to pay attention to what’s being said.
Translation: Ecouter attentivement
A win-win outcome
Definition: a solution where both parties are equally satisfied.
Translation: Un résultat gagnant
To reach a compromise
Definition: to seek common ground, to give and take.
Translation: Aboutir à un compromis
To put the blame on
Definition: to accuse someone else, to fault someone else.
Translation: Rejeter la responsabilité sur quelqu'un
To review the situation (at a later date)
Definition: to check on things after a few days.
Translation: Faire le point
To be supportive
Definition: to be understanding, to empathize.
Translation: Offrir du soutien
To be involved
Definition: to be concerned, to be interested.
Translation: Se montrer impliqué
To air one’s views
Definition: to give one’s opinion, to state what one thinks.
Translation: Faire connaître ses opinions
To beat about the bush
Definition: to go around the houses, to talk about many other things before mentioning the real issue.
Translation: Tourner autour du pot
Let’s get to the heart of the problem
Definition: let’s talk about the main issue, let’s get straight to the point.
Translation: Traitons le fond du problème
To let off steam
Definition: to blow off steam, to openly express one’s anger.
Translation: Se lâcher
Let’s shake hands in agreement
Definition: let’s shake on it, let’s confirm our agreement by shaking hands.
Translation: Serrons-nous la main en signe d’accord
To implement the best solution
Definition: to put the most suitable solution into action.
Translation: Mettre en place la meilleure solution
To go back to the drawing board
Definition: to re-examine the situation, to reconsider other options.
Translation: Réétudier la situation
I may be wrong
Definition: I might be mistaken, perhaps I’m not right.
Translation: J’ai peut-être tort
To choose one’s words carefully
Definition: to be tactful, to pay attention to the words used.
Translation: Bien choisir ses mots
To stick to one issue at a time
Definition: to deal with the issues one by one, not to wander onto another issue.
Translation: Résoudre les problèmes un par un
Let me see what I can do
Definition: leave this situation with me, leave this in my hands.
Translation: Je vais voir ce que je peux faire
To confront the issue head-on
Definition: to face up to the issue, to deal with the situation.
Translation: Faire face au conflit
Putting personal issues aside
Definition: forgetting any personal matters, not wanting to dwell on private affairs.
Translation: Les sentiments personnels mis à part
We got off on the wrong foot
Definition: things went wrong from the beginning.
Translation: On est parti sur de mauvaises bases
Let’s meet halfway
Definition: let’s split our differences.
Translation: Coupons la poire en deux
We’ve wiped the slate clean
Definition: we’re starting with a clean slate, we’re having a fresh start.
Translation: On a passé l’éponge
Les usages à respecter:
• «Why» is avoided in questions as it causes individuals to feel defensive.
• UK and US cultures have an open and positive approach to conflict at work. It is believed that face-to-face confronta - tions can strengthen a team and build trust, and allow
employees to move forward.
• Team Resolution Process is commonly used in UK when one only proceeds to the next stage if the previous stage fails. The three main stages are Collaboration, Mediation
and Team Counselling.
• Sales skills are often used in conflict resolution where by employees are given a choice between two positives with expressions such as : «I can either do this or that. Which
would be better for you ?»
Quelques règles de bon anglais:
Hope, wait and expect
The meaning of these three verbs should not be confused.
«Hope» expresses a desire or a wish.
– I really hope we’ll soon be able to put this situation behind us.
«Wait» describes an interim period before something happens.
– We’re waiting for the de cision to be announced.
«Expect» expresses a firm belief that something will happen.
– I expected there to be some comments about my suggestion.
«Expect» is also used as a requirement from somebody as a right or duty.
– I expect you to be very discreet and cautious about this whole affair.
Use the expressions you have learnt in this lesson to fill in the missing word(s), then check the result below.
1. Let’s take our time in thinking this issue through and .............. I wouldn’t want to regret this decision later.
2. Time is running short, so why don’t we stop ............ and rather ...........
3. To get a clear picture, I need to ............, so you’ll each have to state your case in turn.
4. I am well aware of the factors involved in this conflict which are not professionally related, but, ............, can we please try and concentrate on the main problem ?
5. Hold on a minute ! That’s a completely different matter. Let’s ............ , otherwise we’ll never make any headway.
6. It’s essential for a manager to ............ and not to be biased towards a particular member of staff.
7. The best solution possible for any conflict at work is a ............, where each party is satisfied with the result.
8. When this result isn’t possible, the manager has to ........... with his employees, which involves more negociation and flexibility on everybody’s behalf.
9. There are a few details I don’t agree with, and vice versa, so .......... and each make a few concessions.
10. Whilst I don’t want to ..........., I really do feel that you’re exaggerating the situation a little bit, John.
11. Please try to be constructive and use this as an opportunity to .......... in a controlled manner and not just to .......... irrationally.
12. Everything’s fine now. ......... and we’re both prepared to make special efforts for the future and put this behind us.
13. We’ll fix a meeting in two weeks time to .......... and check on how things are going.
14. ........... in my thinking, but we have to start somewhere and quickly, to try to improve the working atmosphere.
15. If this solution doesn’t prove satisfactory within the next ten days, then we’ll have to .......... to consider other possibilities.
16. I need to check a few details with HR Department first, so ........... from my end before going any further.
17. As a manager, I like ........... with my staff so they feel they can count on me for help.
SOLUTIONS : 1 : let’s not jump to any conclusions. 2 : beating about the bush / let’s get to the heart of the problem. 3 : hear both si des of the story. 4 : putting personal issues aside. 5 : stick to one issue at a time. 6 : remain neutral. 7 : win-win outcome. 8 : reach a compromise. 9 : let’s meet halfway. 10 : take sides. 11 : air your views / let off steam. 12 : We’ve wiped the slate clean. 13 : review the situation. 14 : I may be wrong. 15 : go back to the drawing board. 16 : let me see what I can do. 17 : to be supportive