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Reference article: https://englishwithatwist.com/2016/11/24/meetings_diplomatic-language_part-1/

Let’s take a look at some situations where diplomatic language would be important if you were doing business in English.

Giving bad news
Making requests
Giving a command
Making an objection
Negotiating
Making suggestions
Blaming someone

1. Using softeners 軟性用詞
This is direct with no apology for giving bad news. If you were delivering this to a superior or a client this would sound harsh.

I have to cancel the meeting.

I’m afraid I have to cancel the meeting.
I’m so sorry but I have to cancel the meeting.
Unfortunately, something’s come up and I have to cancel the meeting.

2. Modal Verbs 情態動詞
Imagine you are giving an order or making a request, using modal verbs like would, could, may or might would be of huge help.
Making a Request

I want more time. (rather demanding)

Try this instead

I could do with more time.
It would be so helpful to have more time.

Giving an order

Give me an answer by tomorrow (how rude!)

Try this instead:

Could you give me an answer by tomorrow? (much better)

3. Rephrasing a negative sentence 重新思考負面句子

You can rephrase a negative sentence to make it sound more positive.

I’m afraid I haven’t finished the report.

The use of ‘I’m afraid’ softens the bad news but we can soften it even more by doing this.

I’m afraid I’ve not been able to finish the report yet.

Using be able highlights your attempt to finish the report was stopped by circumstances beyond your control, for example, heavy workload, awaiting more data and so on, and NOT by your failure. Using the word ‘yet’ emphasises your willingness to finish the report and that you’re still working on it.

Negative sentences formed with can’t or won’t can make you as a speaker sound especially unhelpful and negative.

I can’t deliver the goods on time.
I won’t have the report ready by then.

Try this instead

I won’t be able to have the report ready by then.
I’m not in a position to say when the goods will be delivered.
I’m not able to say when the goods will be delivered.

4. Using qualifiers 修飾詞
Other examples of qualifiers that can make great softeners are:
a little, a bit, a little bit, slight, slightly, small, one or two.
These qualifiers will help you especially when you have to give bad news to your superiors or a client.

We are having problems with the new medical device.
We are having one or two problems with the new product.

Try saying

We’re going to run over budget
We’re going to run slightly over budget.
The launch plans are behind schedule.
The launch plans are a little bit behind schedule.

5. Negative Question Forms 轉換負面問句
Questions can often come off as strong language and can be interpreted the wrong way. Suggestions delivered in this way:

We should change the wording of the investment warning in our brochures.

Instead, we should say this:

Shouldn’t we change the wording of the investment warning in our brochures?

分享時間:
Try and soften the following:

I am not done with the report / How can I finish if I don't have time?
You should have made better planning / It is not going to work.
The client is upset with the order / There is nothing I can do.
I need more time! / Why didn't you check the documents?

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15Mins Live Podcast - 職場系列 – 如何有技巧說話 How to use diplomatic language at work

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15Mins Live Podcast - 職場系列 – 如何有技巧說話 How to use diplomatic language at work