Reported statements – past tense

Listen to the man describing a difficult business situation.

• I'm very frustrated. I feel like I'm getting the runaround.

Now listen to the woman reporting what the man said.

• He said that he's very frustrated.

• He told me that he feels like he's getting the runaround.

Reported statements – past tense

Notice, in reported questions, that the word order changes back to subject + verb.

• What are the latest numbers?

• He asked me what the latest numbers are.

Use of tense

In past tense reported statements and questions, the verbs in the relative clause do not always have to be in the past. Using the past tense gives the action a sense of being completed, whereas using the present tense adds immediacy. Look at these examples.

• He told me that the results from last quarter were not good enough.

• He said that our work on the project is not satisfactory.

He ______ that he's getting the runaround.

• told
• said (True)

He ______ me that he felt very frustrated.

• said
• told (True)

He ______ me what the latest numbers are.

• asked (True)
• said

Writing an email summary

Sometimes you may need to write an email summary for colleagues. Here's a simple format\ to follow:

1. Write a clear, concise subject line.

• Subject: unhappy client

2. Explain the main reason for your email.

• I'm writing to summarize my evening with our client.

3. List the main topics discussed, including questions asked and answers given.

• He said he's not getting the information he needs.

• He told me he feels like he's getting the runaround.

• He asked me to straighten things out.

4. List any action items.

• We need to make sure our people give him the information he needs. Otherwise, the deal could be in jeopardy.

Here are some other expressions that are good] for summarizing:

• To make a long story short, he is not happy.

• In a nutshell, we need to fix things quickly.

• To sum up, we need to be more forthcoming.

In a ______, we need to fix things quickly.

• sum
• story
• nutshell (True)

To make a long ______ short, he is not happy.

• story (True)
• nutshell
• summarize

I'm writing to ______ my evening with our client.

• sum
• summary
• summarize (True)

To ______ up, we need to be more forthcoming.

• summary
• sum (True)
• summarize

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What is the main topic of the email?

• A meeting took place last night.
• A customer isn't satisfied. (True)
• A deal has been agreed on.

Where do you think the meeting took place?

• in a sports center
• in a restaurant (True)
• in a meeting room

Why is Rick Jones not happy?

• He's reluctant to share information.
• He's not getting useful information. (True)
• He's been giving people the
  runaround.

What does Craig say they need to do, 'in a nutshell'?

• Solve the problem quickly. (True)
• Give Rick all the information.
• Talk to Rick Jones once more.

How did Craig reassure the client?

• He said he'd talk to his boss. (True)
• He promised to get the information.
• He told Rick not to worry.

How did the evening end?

• Rick Jones got everything he needed.
• Rick Jones was happier than before. (True)
• Rick Jones said the deal was off.

What did Craig ask Jack to do?

• He asked Jack to get some solid information.
• He asked Jack to reply as soon as possible. (True)
• He asked Jack to have a meeting with Rick.

To: jack.smith@tbd.com
From: craig.dann@tbd.com
Subject: unhappy client

Hey, Jack.
I'm writing to give you a (summary) of my evening with Rick Jones last night. Over drinks he told me that he is not happy. He actually (said) that he feels like he's getting the runaround. Some of our people are (reluctant) to share solid information with him.

I know how important this deal is, Jack. In a (nutshell), we need to straighten things out fast. I (reassured) him that I'd speak with you today. The good news is we had a great dinner, good conversation and he was feeling a lot better.

I know you're in meetings all day, but please respond (ASAP).

Best,
Craig