Learning To Conduct Difficult Conversations In The Workplace & Making A Success Out Of A New Business - IELTS Reading Answers & Explanations
From Cambridge IELTS 20 General Training Reading Test 1 · Part 2 · Questions 15–27
Reading Passage
Read the text below and answer Questions 15–21.
Learning to conduct difficult conversations in the workplace
Many of us struggle to say what we need to at work. Whether it's asking for a pay rise, or confronting a co-worker over unsatisfactory behaviour, these conversations can be difficult to have without appearing offensive.
There are several reasons why we don't raise difficult topics at work. Perhaps we've learned not to rock the boat, we fear being responsible for conflict, or we think that nothing will change even if we do pluck up the courage to speak out. So we stay quiet.
Here are some tips on how to tackle your next difficult conversation:
First, you need to plan what you're going to say. Think about how long you need for the conversation and where to have it. The right environment is key – you don't want somewhere too formal that will intimidate your colleague, or somewhere too casual where you may be overheard.
The second thing you need to do is write down the key messages you want to get across in the conversation. Practise saying them out loud (I like to record them on my phone and play them back). You are not preparing a script, but this preparation helps you to be brief and clear. If you are particularly nervous, rehearse what you plan to say in front of a friend so you know you are coming across as you wish to.
The language you use is also important. Consider the difference between these two phrases: 'Steve, we're very close to deadline date and you told me you're a bit behind. I'd like to support you and agree a way to get the deadlines met.' and 'Steve, you're behind again. This has got to stop!' If you use the first example, you come across as looking for solutions together. That creates trust and openness. The second example is less likely to get a successful outcome.
Finally, put yourself in the other person's shoes – however frustrating that person might be. The useless boss who never gives you feedback is simply struggling with her own extremely heavy workload. The team member who only has negative comments to make in the team meeting simply doesn't have the skills to ask for what he wants directly.
To manage your emotions during a difficult conversation, it helps to calm things down by taking some long breaths. And finally, if you feel under pressure, remember to respond slowly rather than reacting quickly.
______________
Read the text below and answer Questions 22–27.
Making a success out of a new business
Running your own business can be very rewarding, but success is not always guaranteed. Half of small businesses fail in the first couple of years, according to official reports, but there are certain steps you can take to give your business the best chance.
First, does your business have a clear mission, yearly goals and a long-term business plan? Ensure your goals are specific, measurable and achievable. Introduce regular reviews of these goals and set new ones when appropriate. Most importantly, communicate your mission and goals to your employees. Their livelihood is tied to the success of your business, so make sure they know what they need to do to keep your business healthy.
A shortage of cash is generally what sinks small businesses, so learning to monitor your cashflow is critical. Check the dates of major outgoings, such as tax and payments for rent and rates, to ensure that you have enough cash for when these need to be paid.
If you're setting up a partnership, choosing the right person is vital. Once you have made your choice, put in place an agreement which sets out the rights and responsibilities of each partner in the business. The agreement should also deal with what happens when difficulties arise; for example, does one partner have the ability to buy the other out? Or should the business simply be closed down – which could result in the end of a successful business?
Knowing your market and accurately assessing the potential demand for a product is the key to an idea succeeding or failing. If your product has a very limited market, you won't be able to sell enough to create a successful business. You should take time to understand who your competitors are and identify what distinguishes your business from theirs. Perhaps you can provide a better service or compete on price. It all boils down to understanding why customers would rather buy from you than other companies in the field.
There is a lot to think about when starting your own business, but avoiding these common pitfalls will give your business a good chance of success.
Questions
Questions 15–21 Sentence Completion
Complete the sentences below.
Choose ONE WORD ONLY from the text for each answer.
Write your answers on your answer sheet.
- A lot of people find it hard to challenge colleagues about their poor 15.
- People are often afraid of causing 16 with colleagues if they raise tricky issues.
- It is important to select the most suitable 17 for a difficult talk.
- It may help to consult a 18 for feedback on how you are communicating the main points.
- It often works best if the speaker sounds as if they want to find 19 to the problem under discussion.
- A line manager that fails to communicate may have an excessive 20.
- If colleagues never have anything good to say, they may lack the appropriate 21 to make requests appropriately.
Questions 22–27 Note Completion
Complete the notes below.
Choose ONE WORD ONLY from the text for each answer.
Write your answers on your answer sheet.
Creating a successful business
Statistically, out of all new business ventures, 22 will not survive two years.
To avoid this possibility:
- set clear targets and
- arrange frequent 23 to ensure these goals are still practicable
- make sure all 24 are fully aware of them
- ensure the projected cashflow will be adequate to get through the year by
- noting 25 for paying tax and other outgoings
- select business partners carefully and draw up a document stating
- their 26 and what they are responsible for doing in the business
- the procedure to follow if the business faces difficulties
- research the market:
- find out how your product differs from what 27 offer
- consider if the price of the product could be lowered
Answers & Explanations Summary
| # | Answer | Evidence | Explanation |
|---|---|---|---|
| Q15 | behaviour / behavior | Whether it's asking for a pay rise, or confronting a co-worker over unsatisfactory behaviour, these conversations can be difficult to have without appearing offensive | Excerpt/Passage Explanation: The passage explains that speaking to a co-worker about their bad actions, or 'unsatisfactory behaviour,' can be hard because you don't want to make them upset or seem rude. Answer Explanation: The answer, "behaviour," means how a person acts or does things. In simple words, it's what people do or how they behave. Reason For Correctness: The correct answer is "behaviour" because the passage talks about how people find it hard to talk to co-workers about their "unsatisfactory behaviour." This matches the part of the question that says "A lot of people find it hard to challenge colleagues about their poor [blank]." So, 'poor behaviour' means 'unsatisfactory behaviour'. |
| Q16 | conflict | we fear being responsible for conflict | Excerpt/Passage Explanation: The passage says that people are worried they will cause an argument or a problem if they talk about difficult things at work. They are afraid they will be seen as the reason for the trouble. Answer Explanation: The answer 'conflict' means an argument, disagreement, or struggle between people. Reason For Correctness: The correct answer is 'conflict' because the passage explains that one reason people avoid discussing hard topics at work is because they are scared of starting disagreements. The passage uses the phrase 'we fear being responsible for conflict' which directly means being afraid of causing fights or problems with colleagues. |
| Q17 | environment | The right environment is key – you don't want somewhere too formal that will intimidate your colleague, or somewhere too casual where you may be overheard | Excerpt/Passage Explanation: The passage says that choosing the correct place is very important. It tells you not to pick a place that makes your coworker scared, and also not a place where other people can listen to your talk. Answer Explanation: The answer 'environment' means the place or situation where you have a talk. Reason For Correctness: The correct answer is 'environment' because the passage explains that choosing the right place is very important for a hard conversation at work. It says you need to pick a place that is not too formal (scary) or too casual (where others might hear). The word 'environment' here means the setting or place for the talk. |
| Q18 | friend | If you are particularly nervous, rehearse what you plan to say in front of a friend so you know you are coming across as you wish to | Excerpt/Passage Explanation: The passage says that if you are very worried about a conversation, you can practice what you want to say with a 'friend'. This helps you check if you are speaking clearly and saying things the way you want to. Answer Explanation: The answer is 'friend'. It means a person you know well and like, who you can trust and talk to. Reason For Correctness: The correct answer is 'friend' because the passage suggests practicing what you want to say in front of a 'friend' to get feedback on how you are communicating. This helps ensure your message is clear and presented as you intend, especially if you feel nervous. |
| Q19 | solutions | If you use the first example, you come across as looking for solutions together | Excerpt/Passage Explanation: The passage says that if you talk in a friendly way, like the first example, it will seem like you want to work with the other person to find answers to the problem. Answer Explanation: The answer 'solutions' means finding ways to fix a problem or make things better. Reason For Correctness: The correct answer is 'solutions' because the passage suggests that during difficult talks, it's best for the speaker to look for ways to solve the problem together with the other person. The passage directly states that this approach helps create trust and leads to a good outcome, using the word 'solutions' to describe this helpful attitude. |
| Q20 | workload | The useless boss who never gives you feedback is simply struggling with her own extremely heavy workload | Excerpt/Passage Explanation: The passage means that a boss who seems unhelpful because they never tell you how you are doing (gives no feedback) might actually just have a lot, lot of work to do. Answer Explanation: The answer 'workload' means the amount of work a person has to do. So, a line manager might not communicate well because they have too much work. Reason For Correctness: The correct answer is 'workload' because the passage explains that a boss who doesn't give feedback might be struggling with a very high amount of work. The sentence suggests that if a line manager 'fails to communicate' (like not giving feedback), it could be because they have an 'excessive' (too much) 'workload'. This means they have too many tasks to handle, which makes it hard for them to find time to communicate well. |
| Q21 | skills | The team member who only has negative comments to make in the team meeting simply doesn't have the skills to ask for what he wants directly | Excerpt/Passage Explanation: The passage says that if a person on a work team always says bad things in meetings, it's because they simply don't have the 'skills' (the ability or knowledge) to ask for what they want in a clear and direct way. Answer Explanation: The answer is 'skills'. This means that when someone at work always says negative things, it might be because they don't know how to ask for what they truly want in a good way. Reason For Correctness: The correct answer is 'skills' because the passage explains that people who only make negative comments might not have the right 'skills' to clearly ask for what they need. It suggests that their negative remarks come from an inability to express their desires directly. |
| Q22 | half | Half of small businesses fail in the first couple of years, according to official reports, but there are certain steps you can take to give your business the best chance | Excerpt/Passage Explanation: The passage says that half, or 50%, of new small businesses stop working well within their first two years. But it also says there are things you can do to help your business do better and last longer. Answer Explanation: The answer means that 50 out of every 100 new businesses, or fifty percent, will not continue to exist after two years. Reason For Correctness: The correct answer 'half' is found in the passage when it talks about how many new businesses do not succeed. The text states that 'Half of small businesses fail in the first couple of years,' which directly matches the question asking about the number of ventures that 'will not survive two years.' The word 'fail' is a synonym for 'not survive.' |
| Q23 | reviews | Introduce regular reviews of these goals and set new ones when appropriate | Excerpt/Passage Explanation: The passage says that you should often check your business goals (regular reviews) and change them or make new ones if needed (when appropriate). Answer Explanation: The answer 'reviews' means to look at your business goals often to see if they are still good and helpful. Reason For Correctness: The correct answer is 'reviews' because the passage advises businesses to have clear goals and then to do 'regular reviews' of these goals. This helps to make sure the goals are still achievable and appropriate, which is important for a business to be successful. |
| Q24 | employees | Most importantly, communicate your mission and goals to your employees. Their livelihood is tied to the success of your business, so make sure they know what they need to do to keep your business healthy | Excerpt/Passage Explanation: The passage says that business owners must tell their 'employees' (the people who work for them) the company's 'mission and goals' (its main purpose and what it wants to achieve). It explains that the workers' jobs depend on the business doing well, so they need to know what to do to help the business stay strong. Answer Explanation: The answer, 'employees,' means the people who work for the business. Reason For Correctness: The correct answer is 'employees' because the passage states that it is very important to tell the people who work for the company about its mission and goals. This helps them understand what they need to do to help the business succeed. |
| Q25 | dates | Check the dates of major outgoings, such as tax and payments for rent and rates, to ensure that you have enough cash for when these need to be paid | Excerpt/Passage Explanation: The passage says that you should look at the days when you have to pay big bills, like for taxes or rent. This helps you make sure you have enough money ready to pay on time. Answer Explanation: The answer is 'dates'. This means you need to remember the specific days when you must pay for things like taxes or rent. Reason For Correctness: The correct answer is 'dates' because the passage advises new businesses to monitor their 'cashflow' carefully. It specifically tells business owners to 'Check the dates of major outgoings, such as tax and payments for rent and rates,' to make sure they have enough money ready when these bills are due. The question asks what to note for paying tax and other outgoings, and the passage clearly states it's the 'dates' that need to be checked. |
| Q26 | rights | Once you have made your choice, put in place an agreement which sets out the rights and responsibilities of each partner in the business | Excerpt/Passage Explanation: The passage says that after picking a business partner, you must create a formal paper, called an 'agreement.' This paper will clearly list what each partner is allowed to do (their 'rights') and what jobs they must do (their 'responsibilities') in the business. Answer Explanation: The answer, "rights," means what each person in the business is allowed to do or have. Reason For Correctness: The correct answer is "rights" because the passage explains the importance of having an agreement when forming a business partnership. This agreement should clearly define what each partner's "rights" are, along with their responsibilities. The task provides a blank that comes before "and what they are responsible for doing in the business," which directly matches the phrase "rights and responsibilities" mentioned in the text. |
| Q27 | competitors | You should take time to understand who your competitors are and identify what distinguishes your business from theirs. Perhaps you can provide a better service or compete on price. It all boils down to understanding why customers would rather buy from you than other companies in the field | Excerpt/Passage Explanation: The passage says that you should learn about other businesses that sell similar products or services. This helps you see what makes your business special or different from them. Maybe your business can offer better service or lower prices. The main idea is to understand why customers would choose your business over others. Answer Explanation: The answer 'competitors' means other businesses that offer similar products or services like yours. Reason For Correctness: The correct answer is 'competitors' because the passage explains that a new business needs to "research the market" by understanding other companies that sell similar things. By knowing its 'competitors', the business can find out what makes its own product special or different, for example, by offering a better 'service' or a better 'price', which helps customers choose their business. |