職場

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　　無論你是一個多麼有才的人，但面對排山倒海般的工作時，難免會忙中有錯，在職場上總會有出錯的時候。正所謂「錯就要認，打就要企定」，若果犯了錯誤，就必須坦然承認過失，並且要表現得誠懇得體、落落大方。可是，做錯事情後，光光道出一句 ’Sorry’ 又是否足夠呢？從小到大，每當我們做錯事情的時候，總會千篇一律地說出一句‘Sorry’，可是你可曾想過一句‘Sorry’其實未必能夠讓對方感受到你的誠意呢？如何運用語言得體的表達歉意絕對是一門學問，在不同場景下或是面對不同對象時，我們其實可以以不同的內容和方式道歉。當造成一些不可避免的誤會後，可以怎樣用英文向對方道歉和解釋？除了說一句‘Sorry’，我們還可以說些甚麼呢？不小心冒犯甚至開罪了同事或客戶的時間，又可以怎樣用說話去道歉？本周，大家一起學習如何誠懇地用英文認錯和道歉吧！

情況一：為自己的錯誤道歉

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1. I‘m sorry. I didn't realize ......

抱歉，我沒意識到……

例句：

I'm sorry. I didn't realize that wasn't the correct way of doing things.

抱歉，我沒有意識到那不是正確的處事方式。

2. I want to apologize sincerely for......

我想對......一事表示誠摯的歉意。

例句1：

I want to apologize sincerely for the mistake I made yesterday.

我想對昨天所犯的錯誤表示誠摯的歉意。

例句2：

I want to apologize sincerely for the arriving late.

我想為自己的遲到表示誠摯的歉意。

3. I’m sorry. I didn’t mean to …

對不起，我並不是故意要⋯⋯

例句：

I’m sorry. I didn’t mean to interrupt you . Please, go on and finish what you were saying.

抱歉，我不是故意要打擾您的，請你繼續說下去。

4. Please accept my sincere apologies for …

請接受我為⋯⋯一事作出真摰道歉。

例句：

Please accept my sincere apologies for my absence this morning.

請接受我為早上的缺席作出真摰道歉。

情況二：向同事帶來壞消息前先致歉

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　　如果你是負責向同事宣布壞消息的人，請先保持堅定，然後放慢語速說：

1. I am sorry to break the news to you, but ......

很抱歉向你發發布消息，但是......

例句：

I am sorry to break the news to you, but we've lost one of our most reputed clients today.

很抱歉向你發布這消息，但是我們今天損失了我們最尊貴的客戶。

2. I hate to be the one telling you this, but......

我不希望作為傳遞這壞消息的人，但是……

例句：

I hate to be the one telling you this, but our client is really angry now. He has called for an urgent meeting.

我不希望作為傳遞這壞消息的人，但是我們的客戶現在真的很生氣，他呼籲召開緊急會議。

3. I don't know how to tell you this, but I have some bad news.

我不知如何告訴你，但我有一些壞消息。

情況三：向客戶致歉

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1. On behalf of our company, I would like to extend our apologize for ......

我僅代表公司，為⋯⋯致歉。

例句：

On behalf of our company, I would like to extend our apologies for any inconvenience caused and I would be more than happy to meet with you to discuss these issues.

我僅代表公司，為給你帶來的不便致歉。我很樂意與你見面討論這些問題的。

2. Please excuse us for ...... , but you can be sure, that we would not be ......next time.

請原諒我們......，但我們可以向你保證，我方不會再......。

例句：

Please excuse us for making you wait, but you can be sure, that we would not be making you wait next time.

請原諒我們讓你等待，但我們可以向您你保證，我方不會再讓你等待。

3. We are so sorry to hear that ....... We are developing our services continuously so that similar cases should not happen in the future.

得知您......我們深感抱歉。 我們正不斷改善我們的服務，以免類似情況再次發生。

例句：

We are so sorry to hear that you waited so long and that we did not meet the requirements. We are developing our services continuously so that similar cases should not happen in the future.

得知你等待了這麼長時間，加上我們沒有達到你的要求，我們深感抱歉。 我們正不斷改善我們的服務，以免類似情況再次發生。

          最後，道歉後還可以禮貌地承諾對方將來會努力滿足對方的要求：

• I will continue doing my best trying to assist you and I really hope that we will find a way to meet your business requirements.

我將繼續竭盡全力為你提供幫助，我真的希望我們能找到一種方法來滿足你的業務需求。

　　在職場上，偶爾也會遇到不公平或不合理的事情，因此，了解如何專業地表達不滿絕對是一門學問。 長期把不滿或其他負面情緒埋藏在心裏的話，會嚴重影響情緒，使自己變得容易沮喪，繼而影響辦事效率，導致生產力下降。你有沒有想過，當以專業的方式表達不滿時，其實可以帶來建設性的成果，促進正向的工作環境？只要達到有效的溝通，互相表達自己的感受、看法，就可有助同事和合作夥伴之間創造一個相互尊重的工作環境，以減少誤會的發生。本周，筆者為大家準備了一系列的情景和處理方法，有助你日後能以專業的方式解決問題。

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場景一：

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　　● You may encounter unfavorable work conditions and have no idea how to handle them professionally. You may feel overwhelmed, leading to potential missteps in addressing these concerns.

　　你面臨一些工作上的挑戰，並且完全沒有學過如何專業地解決這些艱難的問題，因而感到不知所措，導致解決問題時出現失誤。

這種情況下錯誤的處理方式：

　　1. Reacting impulsively or emotionally, which can result in irrational behavior.

　　出現衝動或情緒化的反應，引致不理性行為。

　　2. Expressing concerns in an accusatory or confrontational manner, leading to potential conflict with colleagues or superiors.

　　以指摘或對抗的方式表達擔憂，導致與同事或上司發生潛在的衝突。

正確表達方式（1）：

　　● "I have noted a few challenges 挑戰 related to our current work conditions that I believe merit our attention 值得我們關注. I would appreciate the opportunity to discuss and explore potential solutions 潛在解決方案 that could benefit both the team and the organization."

正確表達方式（2）：

　　● "I believe that there are certain work conditions that may benefit from further review, and I would welcome the opportunity to discuss potential improvements constructively 有建設性地."

場景二：

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　　● An employee may encounter work conditions that are impacting their performance but may be hesitant to address the issues professionally.

　　公司有某件事情出現，導致影響了自己的工作表現，但你猶疑不決，不知道如何跟同事或上司說明這個情況。

這種情況下錯誤的處理方式：

　　● Remaining silent and allowing the dissatisfaction to fester, which can lead to a decline in morale and productivity.

　　保持沉默並讓不滿的情緒惡化，這可能會導致士氣和生產力下降。

正確表達方式：

　　● “I have identified certain work conditions that I believe, if addressed 解決, could contribute to an improved work environment 有助於改善工作環境 for the team. I would appreciate the opportunity to provide feedback and potentially explore solutions together 共同探索解決方案.”

　　記住，透過建設性地闡明問題並尋求協作解決方案、專業地表達不滿，我們才可以創造積極主動的工作環境。