When 'Yes' Is the Wrong Answer
Grammar: Indirect refusal and hedging language in professional communication
A Business English English lesson exploring business.
What's in this lesson
A Business English ESL lesson on business, practising indirect refusal and hedging language in professional communication. The worksheet has a reading, target vocabulary and discussion questions.
From the reading: When 'Yes' Is the Wrong Answer
In 2019, the design studio Pentagram won a high-profile contract to rebrand Warner Music Group. The brief was clear: modernise the logo, refresh the typography, and deliver final assets within twelve weeks. Three weeks before the deadline, the client requested a complete change of colour palette — and a second round of brand strategy workshops. Pentagram's lead partner, Abbott Miller, did not say yes. He explained, calmly and in writing, that the new request fell outside the agreed scope, would require a contract amendment, and would push the delivery date by six weeks. Warner Music agreed to the amendment and paid the additional fee. The rebrand launched on schedule.
Vocabulary
- a change request
- a follow-on phase
- falls outside our current scope
- on their behalf
- cumulatively
- expand
- feasible
- precise
- rigorous
Discussion questions
- Have you ever done extra work for a client without being paid for it?
- Is it possible to be too accommodating in a professional relationship?
- When does a client request become a problem?
When 'Yes' Is the Wrong Answer
Grammar: Indirect refusal and hedging language in professional communication
What's in this lesson:
Full lesson plan with reading, grammar, vocabulary, and discussion.
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