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[00:00:05]

Hello, my name's Jack. My name's Rowan, and I'm rich, and welcome to this week's Premiere Skills English podcast. In the premiere Skills English podcast, we talk about football and help you with your English in this week's Role Play.

[00:00:28]

We're going back to my new muffin business.

[00:00:31]

I'm sure you all remember The Riches opened a muffin cafe. A cafe that specializes in muffins, though, are not only muffins.

[00:00:41]

No, they're not only muffins, they're Liverpool player muffins because it's a Liverpool FC themed cafe.

[00:00:50]

That's right. I remember now he was telling us all about it. Well, which is Muffin Cafe has opened up and it's doing well. But he has a few problems with his staff. Yes.

[00:01:04]

They're arguing about who should get the tips that the customers leave.

[00:01:10]

And Rich needs to help solve the problem. He needs to mediate between the staff in the kitchen and the waiters. He needs to manage a bit of conflict. And this is the language we're going to focus on this week, the language of conflict management and how we can modify our language to calm everyone down and reach an agreement.

[00:01:37]

We'll see how good which is management skills are a little later on in the role play.

[00:01:43]

This week's task is to share some top tips for football managers and coaches for avoiding conflict and arguments in the dressing room.

[00:01:53]

If you're listening to us on Apple podcast, Spotify or any other podcast platform, you should also check out our website on the Premier Skills English website.

[00:02:04]

You'll also find the transcript, examples and activities to help you understand the language and a task for you to complete.

[00:02:15]

You'll also find a community of friendly listeners to interact with in our comments section, and that includes us.

[00:02:24]

We're always around to answer questions and join in the discussions. But if you listen on Apple podcasts, you can always write answers to our questions or any other comments in the review section. Before we do the role play, let's look back at last week's football phrase. If you didn't hear a football phrase last week, we're going to give you one more chance to guess.

[00:02:55]

Now, last week's football phrase was when a player reaches the end of their contract with a club, they become and are allowed to sign for any other club they wish. No transfer fee is involved.

[00:03:13]

David Silva became at the end of the season and has returned to Spain to play for Real Sociedad after 10 years with Manchester City. A big well done to Max Alex from Vietnam, who was the first to get the right answer last week, if you're not sure what the football phrases will give you the correct answer at the end of the show when we give you a new football phrase. Well done as well to the following.

[00:03:41]

Who got the right answer last week? Marko Zapopan from Mexico, W Santa from Argentina. Mo Bekim from Turkey, Vic from Mexico. Robert Devourers from Brazil. Hayato from Japan.

[00:03:57]

Emmanual from France. Gergel Nudge from Hungary. Emmanuelle Kwarteng from Ghana, ALGOL from Algeria and Myu from Japan.

[00:04:08]

In last week's ROLEPLAYED, I visited Leeds and we asked what is there for visitors to see and do in your city?

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I would really like to visit Mexico City after what Vick said about his city. I'd love to visit the Aztec Stadium and see Cruz Azul play. Hayato told us all about Yokohama in Japan, I'd like to visit the Cup Noodles and Ramen Museum and go and watch Yokohama merinos in the Nissan Stadium. I think I choose Istanbul, Mo Beckham told us a lot about his city. It sounds like there's a lot to do. And I think I'd like to go and see a Galatasaray match.

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If you haven't heard last week's podcast, it's called English and the UK Leads. And you can tell us all about what there is to see and do in your city.

[00:05:07]

As we said earlier in this week's ROLEPLAYED, we return to my Muffin Cafe, the new business that I opened about a month ago. Wretch's new business is doing very well, but he's having a few problems with the staff.

[00:05:24]

They are arguing about tips. Tips are the extra bits of money that customers leave for staff in a restaurant if they think the food and service was good.

[00:05:36]

The staff are arguing about who should get the tips. And Rich decided to meet the head chef and the head waiter to resolve this argument.

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While you listen, we want you to answer three questions. Question one is, why does Jack think he should get the tips?

[00:05:56]

Question two is why does Rowin think she should get the tips?

[00:06:02]

And question three, how does Rich resolve the problem? Rohan Giang, how's everything going at Mr Muffin this morning?

[00:06:16]

Hey, boss, we have a lot of orders. I can't make enough of the Mohammed Sarla muffins. The James Milner muffing is doing surprisingly well. And I've got a new muffin in the pipeline. It's the Henderson honey muffin. It's delicious.

[00:06:31]

It sounds that I'll give it the taste test in a bit, but we're not here about that right now.

[00:06:38]

So what's all this about then, boss? We've had a brilliant first month. Are we getting a pay rise already?

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We have.

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We have missed the muffin is doing really well. We've got lots of returning customers. People keep coming back for more and word is spreading.

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We had our best ever day yesterday, but we might have to wait on the pay increases for a for a while yet.

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We probably wouldn't need a pay increase if the tips were shared with everyone. You know, we work just as hard in the kitchen.

[00:07:12]

We've spoken about this tips for customer service. We serve the customers. We get the tips. OK, OK.

[00:07:21]

I understand feelings are running high. I brought the three of us together because I've heard the kitchen isn't happy.

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I think we need to look into what's going on.

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I wouldn't say unhappy boss.

[00:07:36]

I would blatantly unfair. OK, I know how you both feel, but if we could just tone down the anger a little.

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I've not really done this before, but I'd like us to talk through the issue calmly and sensibly.

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I'm totally calm. Are you really calm down.

[00:07:58]

I don't need to calm down. Please. A little decorum. Everybody's doing a good job here. Let's show each other the respect they deserve.

[00:08:09]

I'm sorry. I got a little worked up there.

[00:08:13]

So my main concern is that we're not working together as a team.

[00:08:19]

We have to look more closely at how tips are divided and shared. I'm sorry I haven't thought about this before, Jack. You mentioned customer service earlier.

[00:08:30]

Yes, well, my feeling is that the customers leave tips because they've received good service. They want to tip me and the other waiters personally for being friendly and prompt.

[00:08:44]

So you should get all the tips? I think so.

[00:08:48]

That's the way it's always been. What do you think, Rohan? I don't think that's true. Just because we're not seen in the kitchen doesn't mean we don't deserve our fair share of the tips, tips and only left for good service. But the quality of the food to only yesterday came into the kitchen to tell me, Jack, what did that guy with the kids say?

[00:09:12]

My compliments to the chef. Sorry, I didn't quite catch the compliments to the chef.

[00:09:19]

The muffins are the best I've ever tasted. OK, so as I said earlier, teamwork is so important. How do you think we should deal with this with the tips?

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Yeah, maybe we should rethink how the tips are shared. Rowan's team should get a certain percentage, a percentage, 10 percent, 20 percent.

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That's not enough. I don't think that would do much good unless it was 50/50, half and half.

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OK, I understand feelings are running high on this. Perhaps tips are not a good idea at all.

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We could consider having a sign saying no tips. Your smile and a compliment are sufficient.

[00:10:06]

No tips, smiles and compliments. No thanks. I'm afraid that won't wash with the rest of my team either.

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I know how you feel, but maybe it's for the best. OK, maybe one thing we could do is add a service charge when customers pay by card.

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No, I'm afraid that won't do. I think it's better if we share the tips between ourselves.

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Yeah, I agree with Jack on that one. And wouldn't it be better to share them fifty fifty. I suppose it wouldn't be the end of the world that settle that.

[00:10:43]

Now get back to work you lazy ingrates.

[00:10:48]

You don't think you're supposed to say that. Oh no. Oh right. Yes of course. As you were.

[00:11:01]

Before we talk about some of the language, let's look at the answers to the questions we asked. The first question was, why do I think I should get all the tips?

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Well, Jack thinks as a waiter, the customers give tips for good service that is friendly and prompt. Question two was, why does Rowan think she should get all the tapes? Well, because customers leave tips because the food was good and I made the food question three was how does Rich resolve the conflict? Well, I let both of them speak and talk about the issue and help them understand that the best thing to do is to share and compromise.

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Yes, because I think the alternative was no tips for anyone.

[00:11:56]

Let's start our language focus by looking at the type of language you can use when you want to de-escalate a conflict or argument, when you want people to be calmer or calm down.

[00:12:10]

Actually, let's start with one of the worst things you can say, which is calm down.

[00:12:16]

I said this to Jack when he was a little angry and he said, I don't need to calm down, but he obviously did need to because he was a little angry, unnecessarily so, too. So we don't use this phrase to de-escalate conflicts and arguments, but there are other ways we can tone down our language and be less confrontational.

[00:12:39]

Let's look at a few different ways we can do this by using some examples from the role play. The first thing we can do is tone down our language by using modifiers. Some examples of modifiers include words such as maybe and perhaps plus a modal verb such as should or could. For example, Jack said, maybe we should rethink how the tips are shared.

[00:13:06]

And I said perhaps we could consider having a sign saying no tips. Let's think about how these phrases can tone down our language. Jack could have said we need to rethink how the tips are shared. This is a little more aggressive and could cause an argument instead to modify his language by using maybe Animoto verb. Maybe we should rethink how the tip societ. Rich could have said, OK, we're having a sign saying no tips, but he didn't say this, he modified his language to avoid possible conflict.

[00:13:48]

I used perhaps an A mode, I said perhaps we could consider having a sign saying no tips. So we can avoid conflict by modifying our language, another way we can modify our language is by using the phrase, I'm afraid.

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I said, I'm afraid that won't do when Rich said we should add a service charge instead of collecting cash, tips, checks, using, I'm afraid to modify his dissatisfaction with my idea by using I'm afraid Jack's trying to be less argumentative.

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Rowan uses the same expression to modify her dissatisfaction with the same idea.

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I said, I'm afraid that won't wash with the rest of my team. Before we move on to our next section, let's look at that sentence because it's a bit strange, Roland said that won't wash with the rest of my team.

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That won't wash. When we say something won't wash with someone, we're saying that someone won't accept something, my team won't accept that idea. It's an idiom and it's quite informal.

[00:15:09]

In this section, we're going to look at some more phrases that can be used to deal with conflict, but we're going to do things a little bit differently. You're going to listen to parts of the role play again and you're going to listen for some specific phrases. You will listen to the section three more times and each time we want you to listen for different phrases. OK, the first time you listen, we want you to listen for phrases that express dissatisfaction, phrases we use to show we are unhappy with the situation.

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These are the only phrases we want you to listen for, phrases that express dissatisfaction. If it helps, pause the audio and write down the phrases when you hear them.

[00:16:02]

A percentage, 10 percent, 20 percent, that's not enough. I don't think that would do much good unless it was 50 50, half and half.

[00:16:13]

OK, I understand feelings are running high on this.

[00:16:18]

Perhaps tips are not a good idea at all. We could consider having a sign saying no tips. Your smile and a compliment are sufficient.

[00:16:29]

No tips, smiles and compliments. No thanks. I'm afraid that won't wash with the rest of my team either.

[00:16:39]

I know how you feel, but maybe it's for the best.

[00:16:43]

OK, maybe one thing we could do is add a service charge when customers pay by card.

[00:16:50]

No, I'm afraid that won't do. I think it's better if we share the tips between ourselves.

[00:16:57]

Yeah, I agree with Jack on that one. And wouldn't it be better to share them 50 50?

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I suppose it wouldn't be the end of the world. OK, did you remember or write down any phrases to express dissatisfaction, the phrases we wanted you to find were that's not enough.

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I don't think that would do much good. I'm afraid that won't wash, and I'm afraid that won't do. Did you get all four phrases if you want to look at them in more detail? We have more exercises connected to language of dissatisfaction on the lesson page on the premier skills English website.

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OK, you're going to listen to that section again. This time we want you to listen for phrases that are used to make suggestions.

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If you remember, we were looking at these types of phrases in a recent podcast. Phrases like how about why don't we and let's. Right. Let's listen for a second time. Remember to post the audio and write down the phrases if that helps. A percentage, 10 percent, 20 percent, that's not enough. I don't think that would do much good unless it was 50 50, half and half.

[00:18:25]

OK, I understand feelings are running high on this.

[00:18:30]

Perhaps tips are not a good idea at all. We could consider having a sign saying no tips. Your smile and a compliment are sufficient. No tips, smiles and compliments. No thanks, I'm afraid that won't wash with the rest of my team either.

[00:18:51]

I know how you feel, but maybe it's for the best.

[00:18:55]

OK, maybe one thing we could do is add a service charge when customers pay by card.

[00:19:02]

No, I'm afraid that won't do. I think it's better if we share the tips between ourselves.

[00:19:10]

Yeah, I agree with Jack on that one. And wouldn't it be better to share them 50 50?

[00:19:17]

I suppose it wouldn't be the end of the world.

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OK, did you remember or write down any phrases to make suggestions? The phrases we wanted you to find were we could consider having and one thing we could do is. We often use modal verbs to make suggestions, look back at our podcast on making suggestions if you want to learn more. There's a link to the lesson on the side of the page for this podcast on the premier Skills English website.

[00:19:54]

OK, we want you to listen to the section one final time.

[00:19:59]

This time, we want you to listen for phrases that we use to show sympathy. Phrases like, I understand exactly what you mean, or I know what you mean. Remember to pose the audio and write down the phrases, if that helps. A percentage, 10 percent, 20 percent, that's not enough. I don't think that would do much good unless it was 50 50, half and half.

[00:20:29]

OK, I understand feelings are running high on this.

[00:20:34]

Perhaps tips are not a good idea at all. We could consider having a sign saying no tips. Your smile and a compliment are sufficient. No tips, smiles and compliments. No thanks, I'm afraid that won't wash with the rest of my team either.

[00:20:54]

I know how you feel, but maybe it's for the best.

[00:20:58]

OK, maybe one thing we could do is add a service charge when customers pay by card.

[00:21:06]

No, I'm afraid that won't do. I think it's better if we share the tips between ourselves.

[00:21:13]

Yeah, I agree with Jack on that one. And wouldn't it be better to share them 50 50?

[00:21:20]

I suppose it wouldn't be the end of the world.

[00:21:27]

OK, did you remember or write down any phrases to show sympathy? The phrase is he wanted you to find what I understand, feelings are running high and I know how you feel. If you want to learn more about the language we've used in this podcast, we have more exercises on the lesson page on the premier Skills English website.

[00:21:57]

In this week's task, we want you to give three tips for football managers to avoid arguments and conflicts in the dressing room.

[00:22:06]

What kind of arguments and conflicts can occur in the dressing room between teammates and between players and coaches?

[00:22:16]

What can coaches and managers do to make sure these arguments don't escalate and cause problems at training and during games?

[00:22:25]

Let us know your three top tips for avoiding arguments and conflict.

[00:22:31]

Write your tips in the comments section on première skills English.

[00:22:41]

Have you got a football phrase for us, Rohan? I have this week's football phrase is the this is the name of the match that is played between the winners of the FA Cup and the league champions. It's usually the first match of the new season in many other countries. It's called the Super Cup. And this season it's being played between Liverpool and Ospel. Easy phrase and an easy win for Arsenal. You are joking, right? Let's see who gets get our football phrase right.

[00:23:18]

You're still wondering what the answer was to last week's football phrase? It was a free agent, right?

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That's all we have time for this week. Don't forget to write your answers to our questions and make a guess at our football phrase in the comments below. If you get it right, we'll announce your name on next week's show.

[00:23:39]

If you have a question for us about football or English, you can email us at Premie Skills at British Council dot org, or you can leave your questions and comments on the websites, in the comments section or on our Facebook page or Twitter feed.

[00:23:57]

Or you could give us a rating and a fantastic review on Apple Podcast's, bye for now and enjoy your football.