Hello, lovely students, and welcome back to English with Lucy.

In this lesson, you're going to follow a professional as he goes about his working day, and you're going to do a quiz at the same time so that you can test your business English skills. I really like this activity; I think you're going to enjoy it.

I have also created a free PDF to go with this lesson, and it's packed with all of the information in this video, plus a link to some interactive activities so that you can put what you've learnt in this lesson into practice.

If you'd like to get all of that, all you have to do is click on the link in the description box, you enter your name, your email address and choose your English level.

Then you'll sign up to my mailing list, and the PDF will arrive directly in your inbox.

And after that, you've joined my free PDF club, you'll automatically receive my free weekly PDFs alongside my news, course updates and offers. It's a free service, and you can unsubscribe at any time.

One other very important point: if your goal is to speak natural, effortless business English, don't forget that very, very soon I am launching my Professional English Programme Level 2, and you can sign up to the waiting list.

There's another link in the description that you can click—you can join the waiting list, and you'll be the first to know when enrolment opens next month.

And there will be some other surprises for people on the waiting list. Let's start with the video! We're going to be following Andy around at work.

You're going to listen to 5 short audio clips. Each one will have a question or 2 before or after it. Make sure you share your scores with me in the comments section.

There are 10 points available—I would love to know your scores out of 10. Are you ready? Here's the first one: Andy is negotiating. Take a look at what he's going to say.

How would you complete the sentences? There are lots of different ways. Pause the video and think of as many as you can. Okay, let's listen to the 2 sentences.

Supposing we agreed to change the packaging, how would you feel? Hmm, that'd be very expensive. Could we explore other options?

Did anyone get those 2 words? I imagine many of you said 'if' for the first gap. That's absolutely fine; you can give yourself a point.

I'll put some other options in the PDF, so check there to see if your answer was included. But Andy said 'supposing', which asks someone to imagine a situation.

It can be used instead of 'if' in the first, second and third conditionals. Andy used the second conditional: 'supposing' plus past simple, comma, 'would', plus base verb.

Conditionals are essential when negotiating, and in the second gap, we had 'could'. If you thought the answer was 'can', full points too.

However, 'could' makes the sentence more polite and more formal than 'can'.

A great business English programme will teach you this kind of functional grammar that you can instantly apply during your working day.

If you're looking for one, sign up to the waiting list because it's going to be fantastic. All right, we're in another meeting now, and things are not going well.

You're going to hear Andy express his disappointment, and then you're going to hear 2 responses. Choose the better response.

I'm very disappointed with the number of tickets we sold in the last quarter.

There's certainly room for improvement on my side. You have to remember that I told you that ticket sales might fall. What do you think? What if I told you that both are okay?

When something goes wrong or you receive negative feedback, it might be appropriate to accept the criticism like in the first response, but at other times, you might be better off respectfully defending yourself.

If you want to learn both of these skills, make sure you join the waiting list, the link is in the description box. Okay, let's see how the meeting might continue.

Can you put the words into the correct gaps? Pause if you need to. Shall we listen to the answer?

Unfortunately, we miscalculated how many people would try to buy tickets at the same time and the website crashed.

However, it was a great learning opportunity for us as a team. We immediately hired people to fix it and to ensure it wouldn't happen again.

How did you do? This is an excellent formula for talking about your challenges or failures at work, which many of us often need to do.

The speaker explained the issue, then said that they learnt something, and finally explained what they did to fix the issue. What do you notice about the language used?

A word like 'miscalculate' is a softer way to talk about a failure than saying 'we failed to' or 'we didn't know'. Okay, how many points do you have out of 5 so far?

Next, let's imagine we're still in that meeting, trying to come up with a way to sell more tickets. Look at the sentence, complete the gaps.The first letter of each word is given.

Shall we listen to the answer? I'd like to make sure we're considering this from all angles. Does anyone have a different point of view?

Did you get those? 'From all angles' is a nice, high-level collocation, and 'point of view' is a phrase I'm sure many of you are familiar with.

But what's really special about this text is that Andy is letting people know he's open to hearing from someone who disagrees, and this is so important.

It's a big part of creating an inclusive culture at work. Okay, score out of 8—how are you doing? The meeting is over, but Andy has one more stop to make.

Two colleagues have had a disagreement. Listen and answer the questions afterwards.

Our goal today is to resolve the conflict in a way that works for you both. I'd like each of you to share your perspective on what's been happening so you can better understand where the other is coming from.

Are these statements true or false? Number 1—Andy is not involved in the conflict, and number 2—Andy is going to explain what happened to both parties.

The first one is true: Andy is playing the role of mediator, helping his colleagues resolve the conflict.

The second one is false: Andy wants to hear his colleagues explain in their own words what happened.

Being able to help others work out their differences is an important part of the job for many people.

My Professional English Programme Level 2 will give you the language to do this. So, how did you do? Let me know your score out of 10 in the comments.

Also, make sure you check the PDF first if you're not sure whether you got a point in question one, as there are more options there.

The link to the PDF and exercise pack are in the description box as well.

Now, if you're ready to take your business English to the next level and confidently navigate any professional situation, enrol on the Professional English Programme Level 2 waiting list.

This 12-week course is designed to help you communicate clearly and effectively in the workplace so you can stop worrying about your English and focus on what really matters—your work and your career.

Click on the link below or scan the QR code to join. I will see you in the next lesson! Bye!