¿ESTÁ EN DESACUERDO CON UN CLIENTE EXTRANJERO Y NO SABE CÓMO EXPRESARLO CON DELICADEZA?

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Lea con atención la siguiente conversación entre una auditora y su cliente. ¿Le resulta familiar esta situación?

   Client:  I wanted to talk to you about your preliminary report. There are a couple of things I think we  

              need to discuss.

Auditor: Yeah, sure. No problem. I have it here.

    Client: Hang on. I’ll just find my notes. OK. The first point is on page eleven, third paragraph. 

              What do you mean, exactly? 

Auditor: OK. Let’s have a look. Oh yes!  Capitalisation of costs in your factories. We think that these 

                costs should be expenses in the P&L.

   Client: (1) But … no, sorry. I’m afraid I disagree. They were necessary for the upgrade of our plant.  

               Surely you agree that we have to keep up with the competition?

Auditor: (2)Yes, of course. But lots of the items we tested are clearly normal repair and      

                maintenance expenses. You can’t really justify including such costs under machine repair.

   Client: (3) I see it differently. Our machines have been developed to produce a wider variety of  

                products, to improve the running efficiency of the equipment, to keep us in business. This was 

                a sizeable investment on our part.

Auditor: (4) I’m sorry. These figures are too material for us to ignore.


La expresión “too material” significa que es demasiado significativa, es algo a lo que comúnmente se debe hacer referencia en autoría, y su uso es exclusivo para estas. Sin embargo, no siempre es fácil estar en desacuerdo con los clientes de manera diplomática, especialmente si tiene que hacerlo en inglés.

En la conversación del ejemplo, no se tuvo mucho tacto al expresar el desacuerdo. Aquí hay algunas palabras y expresiones que puede usar para estar en desacuerdo con su cliente con tacto.

Estrategias de desacuerdo

1  Mostrar previamente APOYO aunque no esté de acuerdo

2 Compruebe que lo ha COMPRENDIDO correctamente

3 Sea ESPECIFICO sobre su desacuerdo

Relacionar las siguientes expresiones con su función 1-3 arriba.

Escriba (1) si la expresión muestra APOYO, (2) para aclarar la COMPRENSIÓN, (3) o para solicitar detalles ESPECÍFICOS.

1. I’m not so sure, but maybe I’m missing something here. Could you explain it again? _
2. I’m not against including some of the costs, just the part about thecapitalisation amount. _  
3.  While I agree with a lot of what you say, I think this is too material to ignore. _
4. Before I answer that let me just check I understand what you’re saying. _
5.  I can understand why you might feel that way, but I’m afraid it’s not accurate. _
6It’s not so much our investment you have a problem with, as how we plan to use them, right? _  

respuestas:  1.C     2.E     3.A     4.C     5.A     6.E    

Ahora, mire la conversación de nuevo. ¿Qué frases de la lista podría usar para reemplazar las frases subrayadas 1-4 para ser más diplomático?

respuestas:  1.5     2.2     3.6     4.3    

   Client: (1) I can understand why you might feel that way, but I’m afraid it’s not accurate. They were 

                     necessary for the upgrade of our plant. Surely you agree that we have to keep up with the 

                     competition?

Auditor: (2) I’m not against including some of the costs, just the part about thecapitalisation amount 

                      Lots of the items we tested are clearly normal repair and maintenance expenses. You 

                      can’t really justify including such costs under machine repair.

   Client: (3) It’s not so much our investment you have a problem with, as how we plan to use them, 

                     right?Our machines have been developed to produce a wider variety of products, to 

                     improve the running efficiency of the equipment, to keep us in business. This was 

                     a sizeable investment on our part.

Auditor: (4) While I agree with a lot of what you say, I’m afraid this is too material to ignore.


El uso de estas frases y expresiones le ayudarán a comunicar con delicadeza que no está de acuerdo con la idea expuesta por sus clientes extranjeros y así preservar su relación profesional con ellos.

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