{"version":"1.0.0","segments":[{"speaker":"Speaker","startTime":9.919,"endTime":11.199,"body":"Hi there. This is Harry."},{"speaker":"Speaker","startTime":11.199,"endTime":14.199,"body":"Welcome back to Advanced English"},{"speaker":"Speaker","startTime":14.199,"endTime":16.76,"body":"to help you to get a better"},{"speaker":"Speaker","startTime":16.76,"endTime":20.12,"body":"language, to help you with your"},{"speaker":"Speaker","startTime":20.12,"endTime":23.76,"body":"business, English skills,"},{"speaker":"Speaker","startTime":23.76,"endTime":25.48,"body":"goals are, we're here to help."},{"speaker":"Speaker","startTime":25.48,"endTime":29.039,"body":"And for those of you and your"},{"speaker":"Speaker","startTime":29.039,"endTime":31.199,"body":"to one lessons, well, you know"},{"speaker":"Speaker","startTime":31.199,"endTime":32.56,"body":"Just get in touch"},{"speaker":"Speaker","startTime":32.56,"endTime":36.0,"body":"www.englishlessonviaskype.com"},{"speaker":"Speaker","startTime":36.0,"endTime":38.24,"body":"and you can apply for a free"},{"speaker":"Speaker","startTime":38.24,"endTime":39.159,"body":"trial lesson."},{"speaker":"Speaker","startTime":39.159,"endTime":40.439,"body":"And we'd be very happy to hear"},{"speaker":"Speaker","startTime":40.439,"endTime":42.399,"body":"from you and very happy to help"},{"speaker":"Speaker","startTime":42.399,"endTime":42.96,"body":"you."},{"speaker":"Speaker","startTime":42.96,"endTime":45.079,"body":"And in this advanced English"},{"speaker":"Speaker","startTime":45.079,"endTime":46.74,"body":"lesson, we're taking a look at"},{"speaker":"Speaker","startTime":46.74,"endTime":48.0,"body":"speaking tasks."},{"speaker":"Speaker","startTime":48.0,"endTime":49.32,"body":"And in particular, we're looking"},{"speaker":"Speaker","startTime":49.32,"endTime":52.159,"body":"at advanced English useful"},{"speaker":"Speaker","startTime":52.159,"endTime":54.56,"body":"speaking expressions for dealing"},{"speaker":"Speaker","startTime":54.56,"endTime":55.92,"body":"with conflicts."},{"speaker":"Speaker","startTime":55.92,"endTime":59.039,"body":"Now, conflicts can arise in your"},{"speaker":"Speaker","startTime":59.039,"endTime":60.329,"body":"business or your place of"},{"speaker":"Speaker","startTime":60.329,"endTime":62.429,"body":"employment, or they can arise in"},{"speaker":"Speaker","startTime":62.429,"endTime":62.85,"body":"the family."},{"speaker":"Speaker","startTime":62.85,"endTime":65.29,"body":"So I'll give you indications"},{"speaker":"Speaker","startTime":65.29,"endTime":67.01,"body":"they are most appropriate."},{"speaker":"Speaker","startTime":67.01,"endTime":69.73,"body":"And I've divided them into"},{"speaker":"Speaker","startTime":69.73,"endTime":70.73,"body":"And as I said, I'll go through"},{"speaker":"Speaker","startTime":70.73,"endTime":72.25,"body":"them with you and I'll give you"},{"speaker":"Speaker","startTime":72.25,"endTime":73.93,"body":"some examples."},{"speaker":"Speaker","startTime":73.93,"endTime":75.829,"body":"When somebody says something or"},{"speaker":"Speaker","startTime":75.829,"endTime":77.049,"body":"there's some issue that has"},{"speaker":"Speaker","startTime":77.049,"endTime":79.17,"body":"arisen in your place of"},{"speaker":"Speaker","startTime":79.17,"endTime":81.129,"body":"employment or in the home, you"},{"speaker":"Speaker","startTime":81.129,"endTime":82.93,"body":"might want to express some"},{"speaker":"Speaker","startTime":82.93,"endTime":84.209,"body":"disbelief."},{"speaker":"Speaker","startTime":84.209,"endTime":88.829,"body":"And disbelief is usually when"},{"speaker":"Speaker","startTime":88.829,"endTime":89.569,"body":"can't believe it."},{"speaker":"Speaker","startTime":89.569,"endTime":91.489,"body":"You know, that type of an"},{"speaker":"Speaker","startTime":91.489,"endTime":93.409,"body":"So that's what disbelief would"},{"speaker":"Speaker","startTime":93.409,"endTime":96.689,"body":"So here's some useful"},{"speaker":"Speaker","startTime":96.689,"endTime":100.129,"body":"We can say simply, oh, this is"},{"speaker":"Speaker","startTime":100.129,"endTime":102.01,"body":"So perhaps when you open the"},{"speaker":"Speaker","startTime":102.01,"endTime":103.909,"body":"post in the evening and there's"},{"speaker":"Speaker","startTime":103.909,"endTime":105.81,"body":"a letter perhaps from one of"},{"speaker":"Speaker","startTime":105.81,"endTime":108.89,"body":"your utility suppliers like gas"},{"speaker":"Speaker","startTime":108.89,"endTime":111.09,"body":"or electricity, and you can see"},{"speaker":"Speaker","startTime":111.09,"endTime":113.37,"body":"that the the bill has increased"},{"speaker":"Speaker","startTime":113.37,"endTime":114.569,"body":"since the last time you got a"},{"speaker":"Speaker","startTime":114.569,"endTime":116.569,"body":"bill by thirty, forty, fifty"},{"speaker":"Speaker","startTime":116.569,"endTime":118.81,"body":"percent because of the cost of"},{"speaker":"Speaker","startTime":118.81,"endTime":119.45,"body":"energy."},{"speaker":"Speaker","startTime":119.45,"endTime":122.049,"body":"So you will say, oh my God, this"},{"speaker":"Speaker","startTime":122.049,"endTime":124.81,"body":"is beyond belief, meaning I just"},{"speaker":"Speaker","startTime":124.81,"endTime":125.769,"body":"don't understand."},{"speaker":"Speaker","startTime":125.769,"endTime":128.689,"body":"I don't believe that the bill"},{"speaker":"Speaker","startTime":128.689,"endTime":129.289,"body":"What happened?"},{"speaker":"Speaker","startTime":129.289,"endTime":130.289,"body":"What did we do?"},{"speaker":"Speaker","startTime":130.289,"endTime":131.77,"body":"Have we been leaving the lights"},{"speaker":"Speaker","startTime":131.77,"endTime":134.289,"body":"Have we been putting the heating"},{"speaker":"Speaker","startTime":134.289,"endTime":136.189,"body":"No, it's just the fact that"},{"speaker":"Speaker","startTime":136.189,"endTime":139.09,"body":"energy costs have gone up and up"},{"speaker":"Speaker","startTime":139.09,"endTime":139.53,"body":"and up."},{"speaker":"Speaker","startTime":139.53,"endTime":141.729,"body":"So this is beyond belief."},{"speaker":"Speaker","startTime":141.729,"endTime":144.99,"body":"So it just means you're just"},{"speaker":"Speaker","startTime":144.99,"endTime":148.169,"body":"are seeing in the bill in front"},{"speaker":"Speaker","startTime":149.569,"endTime":153.009,"body":"Another expression, where on"},{"speaker":"Speaker","startTime":153.009,"endTime":155.77,"body":"Or where on earth did they get"},{"speaker":"Speaker","startTime":155.77,"endTime":160.49,"body":"So again, some disbelief or some"},{"speaker":"Speaker","startTime":160.49,"endTime":163.53,"body":"When something happens or"},{"speaker":"Speaker","startTime":163.53,"endTime":165.729,"body":"you didn't expect them to get."},{"speaker":"Speaker","startTime":165.729,"endTime":167.93,"body":"So let me give you an example."},{"speaker":"Speaker","startTime":167.93,"endTime":171.569,"body":"So the expression we're looking"},{"speaker":"Speaker","startTime":171.569,"endTime":172.37,"body":"get it from?"},{"speaker":"Speaker","startTime":172.37,"endTime":174.21,"body":"Where on earth did they get it"},{"speaker":"Speaker","startTime":174.21,"endTime":177.78,"body":"So that could be a problem in"},{"speaker":"Speaker","startTime":177.78,"endTime":181.78,"body":"If you find out that your"},{"speaker":"Speaker","startTime":181.78,"endTime":185.9,"body":"going to launch a new product,"},{"speaker":"Speaker","startTime":185.9,"endTime":189.259,"body":"unfortunately, they've come out"},{"speaker":"Speaker","startTime":189.259,"endTime":192.18,"body":"better product than you were"},{"speaker":"Speaker","startTime":192.18,"endTime":196.52,"body":"And so there's a big meeting of"},{"speaker":"Speaker","startTime":196.52,"endTime":201.699,"body":"chairman of the board, or the"},{"speaker":"Speaker","startTime":201.699,"endTime":204.699,"body":"question, where on earth did"},{"speaker":"Speaker","startTime":204.699,"endTime":207.219,"body":"Meaning who leaked the"},{"speaker":"Speaker","startTime":207.219,"endTime":211.34,"body":"Or how did they get access to"},{"speaker":"Speaker","startTime":211.34,"endTime":212.34,"body":"to launch a product?"},{"speaker":"Speaker","startTime":212.34,"endTime":215.939,"body":"So where on earth did they get"},{"speaker":"Speaker","startTime":215.939,"endTime":217.539,"body":"You could also use a very simple"},{"speaker":"Speaker","startTime":217.539,"endTime":218.9,"body":"situation in the family, and"},{"speaker":"Speaker","startTime":218.9,"endTime":220.419,"body":"I've seen it myself with my own"},{"speaker":"Speaker","startTime":220.419,"endTime":220.979,"body":"kids."},{"speaker":"Speaker","startTime":220.979,"endTime":225.479,"body":"So perhaps they come home from"},{"speaker":"Speaker","startTime":225.479,"endTime":227.02,"body":"there's a little bit of a fight."},{"speaker":"Speaker","startTime":227.02,"endTime":228.86,"body":"And then one of the children"},{"speaker":"Speaker","startTime":228.86,"endTime":231.259,"body":"uses a particularly bad word or"},{"speaker":"Speaker","startTime":231.259,"endTime":233.259,"body":"bad expression to the other"},{"speaker":"Speaker","startTime":233.259,"endTime":235.504,"body":"child, and mum or dad are"},{"speaker":"Speaker","startTime":235.504,"endTime":236.59,"body":"absolutely shocked."},{"speaker":"Speaker","startTime":236.59,"endTime":238.83,"body":"And so they look at each other"},{"speaker":"Speaker","startTime":238.83,"endTime":240.71,"body":"Where on earth did they get it"},{"speaker":"Speaker","startTime":240.71,"endTime":242.71,"body":"Meaning where did they pick up"},{"speaker":"Speaker","startTime":242.71,"endTime":244.11,"body":"Or where did they get that"},{"speaker":"Speaker","startTime":244.11,"endTime":247.87,"body":"And you look at each other a"},{"speaker":"Speaker","startTime":247.87,"endTime":251.03,"body":"Perhaps you let it slip when you"},{"speaker":"Speaker","startTime":251.03,"endTime":254.669,"body":"phone, or you let it slip when"},{"speaker":"Speaker","startTime":254.669,"endTime":256.31,"body":"Or perhaps they just picked it"},{"speaker":"Speaker","startTime":256.31,"endTime":258.389,"body":"up in the schoolyard, as kids"},{"speaker":"Speaker","startTime":258.389,"endTime":258.709,"body":"do."},{"speaker":"Speaker","startTime":258.709,"endTime":261.55,"body":"So where on earth did they get"},{"speaker":"Speaker","startTime":261.55,"endTime":263.99,"body":"Or where on earth did this come"},{"speaker":"Speaker","startTime":263.99,"endTime":268.269,"body":"That could be something that it"},{"speaker":"Speaker","startTime":268.269,"endTime":268.589,"body":"Yeah."},{"speaker":"Speaker","startTime":268.589,"endTime":268.949,"body":"Okay."},{"speaker":"Speaker","startTime":268.949,"endTime":270.87,"body":"So but it is a disbelief."},{"speaker":"Speaker","startTime":270.87,"endTime":276.05,"body":"Perhaps, uh, your partner finds"},{"speaker":"Speaker","startTime":276.05,"endTime":279.189,"body":"twenty, thirty, forty years ago"},{"speaker":"Speaker","startTime":279.189,"endTime":281.87,"body":"think, wow, I was so young then."},{"speaker":"Speaker","startTime":281.87,"endTime":283.11,"body":"Look at my hair."},{"speaker":"Speaker","startTime":283.11,"endTime":284.43,"body":"Look at my clothes."},{"speaker":"Speaker","startTime":284.43,"endTime":287.069,"body":"Where on earth did you get this"},{"speaker":"Speaker","startTime":287.069,"endTime":288.389,"body":"So again, a little bit of"},{"speaker":"Speaker","startTime":288.389,"endTime":290.99,"body":"disbelief that a photograph that"},{"speaker":"Speaker","startTime":290.99,"endTime":292.389,"body":"you really hadn't seen for such"},{"speaker":"Speaker","startTime":292.389,"endTime":293.509,"body":"a long time, you'd forgotten"},{"speaker":"Speaker","startTime":293.509,"endTime":295.91,"body":"about, it turns up out of the"},{"speaker":"Speaker","startTime":295.91,"endTime":296.55,"body":"blue."},{"speaker":"Speaker","startTime":296.55,"endTime":297.55,"body":"Okay."},{"speaker":"Speaker","startTime":297.55,"endTime":301.29,"body":"And another expression in this"},{"speaker":"Speaker","startTime":301.29,"endTime":302.629,"body":"I'm lost for words."},{"speaker":"Speaker","startTime":302.629,"endTime":304.149,"body":"So very simple statement."},{"speaker":"Speaker","startTime":304.149,"endTime":305.11,"body":"I'm lost for words."},{"speaker":"Speaker","startTime":305.11,"endTime":306.629,"body":"And literally what it means is"},{"speaker":"Speaker","startTime":306.629,"endTime":308.29,"body":"you have nothing to say because"},{"speaker":"Speaker","startTime":308.29,"endTime":309.35,"body":"either you're completely"},{"speaker":"Speaker","startTime":309.35,"endTime":311.47,"body":"surprised, you're completely"},{"speaker":"Speaker","startTime":311.47,"endTime":314.129,"body":"shocked, or you just are"},{"speaker":"Speaker","startTime":314.129,"endTime":316.31,"body":"flabbergasted that somebody"},{"speaker":"Speaker","startTime":316.31,"endTime":317.75,"body":"would say or do what they had"},{"speaker":"Speaker","startTime":317.75,"endTime":317.99,"body":"done."},{"speaker":"Speaker","startTime":317.99,"endTime":321.269,"body":"And so you've got no words to"},{"speaker":"Speaker","startTime":321.269,"endTime":321.709,"body":"Yeah."},{"speaker":"Speaker","startTime":321.709,"endTime":324.709,"body":"Now, it could be in a very, very"},{"speaker":"Speaker","startTime":324.709,"endTime":328.209,"body":"So you get you have a big"},{"speaker":"Speaker","startTime":328.209,"endTime":330.87,"body":"or fortieth or fiftieth,"},{"speaker":"Speaker","startTime":330.87,"endTime":332.55,"body":"And your friends and colleagues"},{"speaker":"Speaker","startTime":332.55,"endTime":334.589,"body":"are known to you club their"},{"speaker":"Speaker","startTime":334.589,"endTime":335.23,"body":"money together."},{"speaker":"Speaker","startTime":335.23,"endTime":336.949,"body":"Everybody chips in and they"},{"speaker":"Speaker","startTime":336.949,"endTime":338.689,"body":"present you with this amazing,"},{"speaker":"Speaker","startTime":338.689,"endTime":340.829,"body":"amazing present that you really"},{"speaker":"Speaker","startTime":340.829,"endTime":341.949,"body":"didn't expect."},{"speaker":"Speaker","startTime":341.949,"endTime":345.67,"body":"And when you open the box or you"},{"speaker":"Speaker","startTime":345.67,"endTime":347.069,"body":"you're completely shocked."},{"speaker":"Speaker","startTime":347.069,"endTime":350.189,"body":"And the first thing you say is,"},{"speaker":"Speaker","startTime":350.189,"endTime":351.509,"body":"I'm lost for words."},{"speaker":"Speaker","startTime":351.509,"endTime":352.47,"body":"What can I say?"},{"speaker":"Speaker","startTime":352.47,"endTime":354.8,"body":"So you just look at the gift in"},{"speaker":"Speaker","startTime":354.8,"endTime":356.759,"body":"disbelief because something that"},{"speaker":"Speaker","startTime":356.759,"endTime":358.439,"body":"you always wanted but couldn't"},{"speaker":"Speaker","startTime":358.439,"endTime":359.16,"body":"afford."},{"speaker":"Speaker","startTime":359.16,"endTime":362.48,"body":"But there your friends have"},{"speaker":"Speaker","startTime":362.48,"endTime":363.759,"body":"extra special birthday."},{"speaker":"Speaker","startTime":363.759,"endTime":366.16,"body":"So you're lost for words."},{"speaker":"Speaker","startTime":366.16,"endTime":369.72,"body":"But you can also say lost for"},{"speaker":"Speaker","startTime":369.72,"endTime":373.04,"body":"As I said, if you get a surprise"},{"speaker":"Speaker","startTime":373.04,"endTime":376.8,"body":"weren't expecting, so perhaps"},{"speaker":"Speaker","startTime":376.8,"endTime":378.04,"body":"Or perhaps you're told you're"},{"speaker":"Speaker","startTime":378.04,"endTime":380.36,"body":"going to be made redundant, or"},{"speaker":"Speaker","startTime":380.36,"endTime":383.079,"body":"the you get a letter of demand"},{"speaker":"Speaker","startTime":383.079,"endTime":386.12,"body":"from the bank about your loan or"},{"speaker":"Speaker","startTime":386.12,"endTime":388.319,"body":"your mortgage that they want it"},{"speaker":"Speaker","startTime":388.319,"endTime":388.879,"body":"repaid."},{"speaker":"Speaker","startTime":388.879,"endTime":390.839,"body":"So of course, these would be all"},{"speaker":"Speaker","startTime":390.839,"endTime":393.199,"body":"shocking situations, really"},{"speaker":"Speaker","startTime":393.199,"endTime":395.0,"body":"things that you would look at in"},{"speaker":"Speaker","startTime":395.0,"endTime":395.519,"body":"disbelief."},{"speaker":"Speaker","startTime":395.519,"endTime":398.56,"body":"So yeah, you would always be"},{"speaker":"Speaker","startTime":398.56,"endTime":402.8,"body":"So you open the letter or the"},{"speaker":"Speaker","startTime":402.8,"endTime":403.56,"body":"What can I say?"},{"speaker":"Speaker","startTime":403.56,"endTime":406.16,"body":"This just wasn't something that"},{"speaker":"Speaker","startTime":406.16,"endTime":410.56,"body":"So again, something that has"},{"speaker":"Speaker","startTime":410.56,"endTime":413.81,"body":"Okay, so here we're expressing"},{"speaker":"Speaker","startTime":413.81,"endTime":416.449,"body":"Okay, so three particular"},{"speaker":"Speaker","startTime":416.449,"endTime":418.889,"body":"This is beyond belief."},{"speaker":"Speaker","startTime":418.889,"endTime":421.29,"body":"Where on earth did they get it"},{"speaker":"Speaker","startTime":421.29,"endTime":423.81,"body":"Or where on earth did they get"},{"speaker":"Speaker","startTime":423.81,"endTime":424.17,"body":"Okay."},{"speaker":"Speaker","startTime":424.17,"endTime":425.97,"body":"Or where on earth did this come"},{"speaker":"Speaker","startTime":425.97,"endTime":428.05,"body":"So variations of that particular"},{"speaker":"Speaker","startTime":428.05,"endTime":430.85,"body":"expression and then I'm lost for"},{"speaker":"Speaker","startTime":430.85,"endTime":432.93,"body":"words or I'm completely lost for"},{"speaker":"Speaker","startTime":432.93,"endTime":433.209,"body":"words."},{"speaker":"Speaker","startTime":433.209,"endTime":434.269,"body":"If you want to give it a little"},{"speaker":"Speaker","startTime":434.269,"endTime":435.81,"body":"bit more oomph, a little bit"},{"speaker":"Speaker","startTime":435.81,"endTime":438.29,"body":"more underline or a little bit"},{"speaker":"Speaker","startTime":438.29,"endTime":440.25,"body":"more emphasis on the point,"},{"speaker":"Speaker","startTime":440.25,"endTime":440.93,"body":"okay."},{"speaker":"Speaker","startTime":440.93,"endTime":443.449,"body":"Now if we want to express anger"},{"speaker":"Speaker","startTime":443.449,"endTime":444.709,"body":"and of course, you all know what"},{"speaker":"Speaker","startTime":444.709,"endTime":445.25,"body":"anger is."},{"speaker":"Speaker","startTime":445.25,"endTime":447.05,"body":"Anger is when we get annoyed or."},{"speaker":"Speaker","startTime":448.97,"endTime":451.689,"body":"When something doesn't go the"},{"speaker":"Speaker","startTime":451.689,"endTime":451.93,"body":"Yes."},{"speaker":"Speaker","startTime":451.93,"endTime":453.769,"body":"So you you express anger."},{"speaker":"Speaker","startTime":453.769,"endTime":458.61,"body":"So what expressions or phrases"},{"speaker":"Speaker","startTime":458.61,"endTime":460.17,"body":"Well, one we can use."},{"speaker":"Speaker","startTime":460.17,"endTime":461.569,"body":"It's a disgrace."},{"speaker":"Speaker","startTime":461.569,"endTime":466.149,"body":"So that's a little bit muted and"},{"speaker":"Speaker","startTime":466.149,"endTime":468.05,"body":"strong as some might be."},{"speaker":"Speaker","startTime":468.05,"endTime":470.93,"body":"But it's a it's a good way to"},{"speaker":"Speaker","startTime":470.93,"endTime":476.41,"body":"It's a disgrace that the local"},{"speaker":"Speaker","startTime":476.41,"endTime":478.29,"body":"this town with a big road."},{"speaker":"Speaker","startTime":478.29,"endTime":479.97,"body":"What are the shopkeepers going"},{"speaker":"Speaker","startTime":479.97,"endTime":484.009,"body":"There'll be no visitors coming"},{"speaker":"Speaker","startTime":484.009,"endTime":485.29,"body":"going to lose trade."},{"speaker":"Speaker","startTime":485.29,"endTime":487.209,"body":"It's a disgrace that they're"},{"speaker":"Speaker","startTime":487.209,"endTime":488.529,"body":"going to build that big"},{"speaker":"Speaker","startTime":488.529,"endTime":491.089,"body":"monstrosity of an office block"},{"speaker":"Speaker","startTime":491.089,"endTime":493.129,"body":"right on the outskirts of the"},{"speaker":"Speaker","startTime":493.129,"endTime":495.329,"body":"city, right near to the the"},{"speaker":"Speaker","startTime":495.329,"endTime":495.769,"body":"park."},{"speaker":"Speaker","startTime":495.769,"endTime":497.569,"body":"There will be a big shadow over"},{"speaker":"Speaker","startTime":497.569,"endTime":499.61,"body":"the park for many hours during"},{"speaker":"Speaker","startTime":499.61,"endTime":499.97,"body":"the day."},{"speaker":"Speaker","startTime":499.97,"endTime":501.17,"body":"It's a disgrace."},{"speaker":"Speaker","startTime":501.17,"endTime":505.41,"body":"So you're expressing your anger"},{"speaker":"Speaker","startTime":505.41,"endTime":509.73,"body":"made by the local government, or"},{"speaker":"Speaker","startTime":509.73,"endTime":515.029,"body":"whole country decide to increase"},{"speaker":"Speaker","startTime":515.029,"endTime":518.289,"body":"is suffering from high"},{"speaker":"Speaker","startTime":518.289,"endTime":519.289,"body":"it's a disgrace."},{"speaker":"Speaker","startTime":519.289,"endTime":520.73,"body":"What are we supposed to do?"},{"speaker":"Speaker","startTime":520.73,"endTime":524.57,"body":"It's bad enough that our"},{"speaker":"Speaker","startTime":524.57,"endTime":529.139,"body":"match inflation, but now we're"},{"speaker":"Speaker","startTime":529.139,"endTime":532.399,"body":"percent tax instead of twenty"},{"speaker":"Speaker","startTime":532.399,"endTime":533.98,"body":"instead of thirty five."},{"speaker":"Speaker","startTime":533.98,"endTime":535.379,"body":"It's a disgrace."},{"speaker":"Speaker","startTime":535.379,"endTime":538.659,"body":"So you're really, really angry."},{"speaker":"Speaker","startTime":538.659,"endTime":545.299,"body":"Now, if you get a letter that"},{"speaker":"Speaker","startTime":545.299,"endTime":549.259,"body":"down your request for something,"},{"speaker":"Speaker","startTime":549.259,"endTime":553.019,"body":"something better, but it doesn't"},{"speaker":"Speaker","startTime":553.019,"endTime":554.22,"body":"be a little bit angry."},{"speaker":"Speaker","startTime":554.22,"endTime":558.279,"body":"And your first reaction might be"},{"speaker":"Speaker","startTime":558.279,"endTime":561.98,"body":"on your mobile phone and ring"},{"speaker":"Speaker","startTime":561.98,"endTime":562.379,"body":"Okay."},{"speaker":"Speaker","startTime":562.379,"endTime":567.84,"body":"So when you call to that person,"},{"speaker":"Speaker","startTime":567.84,"endTime":569.82,"body":"express my disappointment."},{"speaker":"Speaker","startTime":569.82,"endTime":571.82,"body":"So it's very, very polite."},{"speaker":"Speaker","startTime":571.82,"endTime":572.379,"body":"Okay."},{"speaker":"Speaker","startTime":572.379,"endTime":576.86,"body":"But it will express your anger"},{"speaker":"Speaker","startTime":576.86,"endTime":579.139,"body":"you weren't expecting to happen."},{"speaker":"Speaker","startTime":579.139,"endTime":584.299,"body":"So let's say you have applied to"},{"speaker":"Speaker","startTime":584.299,"endTime":588.019,"body":"house and you want to put your"},{"speaker":"Speaker","startTime":588.019,"endTime":590.32,"body":"schools so that when they're old"},{"speaker":"Speaker","startTime":590.32,"endTime":593.46,"body":"attend that school because it's"},{"speaker":"Speaker","startTime":593.46,"endTime":596.1,"body":"home, and it would be a perfect"},{"speaker":"Speaker","startTime":596.1,"endTime":599.159,"body":"But when you make the"},{"speaker":"Speaker","startTime":599.159,"endTime":603.82,"body":"an email and it tells you that"},{"speaker":"Speaker","startTime":603.82,"endTime":605.019,"body":"So what do you do?"},{"speaker":"Speaker","startTime":605.019,"endTime":607.62,"body":"You get on the phone or pick up"},{"speaker":"Speaker","startTime":607.62,"endTime":609.299,"body":"You ring the office of the"},{"speaker":"Speaker","startTime":609.299,"endTime":611.139,"body":"school and you ask to speak to"},{"speaker":"Speaker","startTime":611.139,"endTime":612.259,"body":"the head of the school or"},{"speaker":"Speaker","startTime":612.259,"endTime":614.0,"body":"whoever's responsible for"},{"speaker":"Speaker","startTime":614.0,"endTime":615.019,"body":"admissions."},{"speaker":"Speaker","startTime":615.019,"endTime":618.899,"body":"And the first thing you say is,"},{"speaker":"Speaker","startTime":618.899,"endTime":624.299,"body":"disappointment in your decision"},{"speaker":"Speaker","startTime":624.299,"endTime":626.179,"body":"our children to your school."},{"speaker":"Speaker","startTime":626.179,"endTime":630.5,"body":"So you go into a big explanation"},{"speaker":"Speaker","startTime":630.5,"endTime":634.059,"body":"appropriate, given where you're"},{"speaker":"Speaker","startTime":634.059,"endTime":635.82,"body":"school, blah, blah, blah."},{"speaker":"Speaker","startTime":635.82,"endTime":638.1,"body":"Okay, so you're expressing your"},{"speaker":"Speaker","startTime":638.1,"endTime":640.62,"body":"disappointment by through the"},{"speaker":"Speaker","startTime":640.62,"endTime":641.22,"body":"phone call."},{"speaker":"Speaker","startTime":641.22,"endTime":642.059,"body":"Okay."},{"speaker":"Speaker","startTime":642.059,"endTime":643.379,"body":"You could also be calling"},{"speaker":"Speaker","startTime":643.379,"endTime":644.899,"body":"somebody to express the"},{"speaker":"Speaker","startTime":644.899,"endTime":647.19,"body":"disappointment That you didn't"},{"speaker":"Speaker","startTime":647.19,"endTime":649.049,"body":"get the job that you were hoping"},{"speaker":"Speaker","startTime":649.049,"endTime":649.669,"body":"to get."},{"speaker":"Speaker","startTime":649.669,"endTime":650.789,"body":"But what can you do?"},{"speaker":"Speaker","startTime":650.789,"endTime":652.07,"body":"You can just ring up and say,"},{"speaker":"Speaker","startTime":652.07,"endTime":653.809,"body":"look, I really thought I was a"},{"speaker":"Speaker","startTime":653.809,"endTime":655.309,"body":"good candidate."},{"speaker":"Speaker","startTime":655.309,"endTime":657.509,"body":"You know, I put forward a good"},{"speaker":"Speaker","startTime":657.509,"endTime":659.47,"body":"I understand it's your decision,"},{"speaker":"Speaker","startTime":659.47,"endTime":660.75,"body":"but I'm just calling to express"},{"speaker":"Speaker","startTime":660.75,"endTime":661.669,"body":"my disappointment."},{"speaker":"Speaker","startTime":661.669,"endTime":665.75,"body":"However, if things change and"},{"speaker":"Speaker","startTime":665.75,"endTime":669.11,"body":"available in the company, I"},{"speaker":"Speaker","startTime":669.11,"endTime":670.909,"body":"you could consider me for that."},{"speaker":"Speaker","startTime":670.909,"endTime":672.47,"body":"Okay, so a little bit of anger,"},{"speaker":"Speaker","startTime":672.47,"endTime":673.669,"body":"but also you want to make sure"},{"speaker":"Speaker","startTime":673.669,"endTime":676.029,"body":"that you don't burn any bridges,"},{"speaker":"Speaker","startTime":676.029,"endTime":677.83,"body":"meaning you have an opportunity"},{"speaker":"Speaker","startTime":677.83,"endTime":679.87,"body":"to go back to that company if"},{"speaker":"Speaker","startTime":679.87,"endTime":681.309,"body":"another position becomes"},{"speaker":"Speaker","startTime":681.309,"endTime":681.87,"body":"available."},{"speaker":"Speaker","startTime":681.87,"endTime":685.629,"body":"So I'm calling to express my"},{"speaker":"Speaker","startTime":686.75,"endTime":688.87,"body":"Number three, words cannot"},{"speaker":"Speaker","startTime":688.87,"endTime":691.889,"body":"express my horror or words"},{"speaker":"Speaker","startTime":691.889,"endTime":694.389,"body":"cannot express my shock at the"},{"speaker":"Speaker","startTime":694.389,"endTime":694.83,"body":"news."},{"speaker":"Speaker","startTime":694.83,"endTime":696.809,"body":"So again, this is a little bit"},{"speaker":"Speaker","startTime":696.809,"endTime":699.23,"body":"more, um, emotion in this"},{"speaker":"Speaker","startTime":699.23,"endTime":700.47,"body":"particular expression."},{"speaker":"Speaker","startTime":700.47,"endTime":702.509,"body":"So when we use something like"},{"speaker":"Speaker","startTime":702.509,"endTime":704.61,"body":"words cannot express my horror,"},{"speaker":"Speaker","startTime":704.61,"endTime":706.32,"body":"usually something bad has"},{"speaker":"Speaker","startTime":706.32,"endTime":706.96,"body":"happened."},{"speaker":"Speaker","startTime":706.96,"endTime":709.679,"body":"Now it could be something that"},{"speaker":"Speaker","startTime":709.679,"endTime":713.96,"body":"with, and perhaps it's a serious"},{"speaker":"Speaker","startTime":713.96,"endTime":717.399,"body":"you're living in the country, or"},{"speaker":"Speaker","startTime":717.399,"endTime":721.039,"body":"shocking is happening and you"},{"speaker":"Speaker","startTime":721.039,"endTime":722.72,"body":"and you just say, well, look."},{"speaker":"Speaker","startTime":722.72,"endTime":726.2,"body":"Words cannot express my horror"},{"speaker":"Speaker","startTime":726.2,"endTime":728.32,"body":"I really can't understand why"},{"speaker":"Speaker","startTime":728.32,"endTime":729.82,"body":"the government permit this to"},{"speaker":"Speaker","startTime":729.82,"endTime":730.44,"body":"happen."},{"speaker":"Speaker","startTime":730.44,"endTime":735.399,"body":"So it could be something like on"},{"speaker":"Speaker","startTime":735.399,"endTime":740.039,"body":"crime and mass shootings and"},{"speaker":"Speaker","startTime":740.039,"endTime":741.759,"body":"And of course, we are shocked"},{"speaker":"Speaker","startTime":741.759,"endTime":743.759,"body":"and horrified when we hear and"},{"speaker":"Speaker","startTime":743.759,"endTime":745.12,"body":"read that news because we"},{"speaker":"Speaker","startTime":745.12,"endTime":746.84,"body":"wouldn't like it to happen near"},{"speaker":"Speaker","startTime":746.84,"endTime":747.36,"body":"our homes."},{"speaker":"Speaker","startTime":747.36,"endTime":749.879,"body":"And we certainly wouldn't like"},{"speaker":"Speaker","startTime":749.879,"endTime":751.799,"body":"our children are in attendance."},{"speaker":"Speaker","startTime":751.799,"endTime":755.44,"body":"So if we're discussing it with"},{"speaker":"Speaker","startTime":755.44,"endTime":760.279,"body":"oh, words cannot express my"},{"speaker":"Speaker","startTime":760.279,"endTime":766.039,"body":"Words cannot express my shock"},{"speaker":"Speaker","startTime":766.039,"endTime":767.159,"body":"because of this news."},{"speaker":"Speaker","startTime":767.159,"endTime":769.72,"body":"So again, we are indicating our"},{"speaker":"Speaker","startTime":769.72,"endTime":772.1,"body":"anger at the way events have"},{"speaker":"Speaker","startTime":772.1,"endTime":773.159,"body":"unfolded."},{"speaker":"Speaker","startTime":773.159,"endTime":777.879,"body":"Okay, so you can use it in many,"},{"speaker":"Speaker","startTime":777.879,"endTime":781.96,"body":"Perhaps a big company in the"},{"speaker":"Speaker","startTime":781.96,"endTime":785.299,"body":"They decided because they're"},{"speaker":"Speaker","startTime":785.299,"endTime":789.0,"body":"that are cheaper goods coming in"},{"speaker":"Speaker","startTime":789.0,"endTime":793.019,"body":"So they decided, regrettably,"},{"speaker":"Speaker","startTime":793.019,"endTime":795.12,"body":"their manufacturing out to Asia."},{"speaker":"Speaker","startTime":795.12,"endTime":799.039,"body":"So they've put all of the"},{"speaker":"Speaker","startTime":799.039,"endTime":802.519,"body":"end of the year, they're going"},{"speaker":"Speaker","startTime":802.519,"endTime":804.0,"body":"office, and that's it."},{"speaker":"Speaker","startTime":804.0,"endTime":806.159,"body":"So, you know, when you see what"},{"speaker":"Speaker","startTime":806.159,"endTime":807.519,"body":"impact it's going to have on"},{"speaker":"Speaker","startTime":807.519,"endTime":809.559,"body":"your own family, on your own"},{"speaker":"Speaker","startTime":809.559,"endTime":811.6,"body":"location, on your own community,"},{"speaker":"Speaker","startTime":811.6,"endTime":813.879,"body":"then of course, you are really"},{"speaker":"Speaker","startTime":813.879,"endTime":814.32,"body":"angry."},{"speaker":"Speaker","startTime":814.32,"endTime":815.74,"body":"And perhaps there's going to be"},{"speaker":"Speaker","startTime":815.74,"endTime":817.72,"body":"a meeting held of all of the"},{"speaker":"Speaker","startTime":817.72,"endTime":819.679,"body":"residents to, to get an"},{"speaker":"Speaker","startTime":819.679,"endTime":821.399,"body":"explanation as to why and what"},{"speaker":"Speaker","startTime":821.399,"endTime":824.049,"body":"can, what can be done to change"},{"speaker":"Speaker","startTime":824.049,"endTime":825.129,"body":"the situation."},{"speaker":"Speaker","startTime":825.129,"endTime":829.97,"body":"So you might stand up on behalf"},{"speaker":"Speaker","startTime":829.97,"endTime":834.769,"body":"cannot express our shock or our"},{"speaker":"Speaker","startTime":834.769,"endTime":838.889,"body":"received, that this company is"},{"speaker":"Speaker","startTime":838.889,"endTime":842.409,"body":"involved in this community for"},{"speaker":"Speaker","startTime":842.409,"endTime":846.929,"body":"It's going to be a real tragedy"},{"speaker":"Speaker","startTime":846.929,"endTime":850.21,"body":"income, loss of jobs, how are we"},{"speaker":"Speaker","startTime":850.21,"endTime":855.129,"body":"So this would be the type of"},{"speaker":"Speaker","startTime":855.129,"endTime":858.47,"body":"And then finally, when we are"},{"speaker":"Speaker","startTime":858.47,"endTime":862.35,"body":"whatever happened shouldn't have"},{"speaker":"Speaker","startTime":862.35,"endTime":866.409,"body":"just lie down and take it, then"},{"speaker":"Speaker","startTime":866.409,"endTime":868.809,"body":"it's totally unacceptable."},{"speaker":"Speaker","startTime":868.809,"endTime":870.49,"body":"So you're not going to accept"},{"speaker":"Speaker","startTime":870.49,"endTime":875.61,"body":"It's totally unacceptable that"},{"speaker":"Speaker","startTime":875.61,"endTime":877.49,"body":"loan so quickly."},{"speaker":"Speaker","startTime":877.49,"endTime":880.169,"body":"It's totally unacceptable that"},{"speaker":"Speaker","startTime":880.169,"endTime":881.355,"body":"you're going to make the"},{"speaker":"Speaker","startTime":881.355,"endTime":883.82,"body":"children work an extra hour in"},{"speaker":"Speaker","startTime":883.82,"endTime":884.22,"body":"school."},{"speaker":"Speaker","startTime":884.22,"endTime":887.32,"body":"So instead of leaving school at"},{"speaker":"Speaker","startTime":887.32,"endTime":889.46,"body":"leave school at four thirty."},{"speaker":"Speaker","startTime":889.46,"endTime":891.139,"body":"Yeah, that's going to change"},{"speaker":"Speaker","startTime":891.139,"endTime":892.139,"body":"It's going to make it later."},{"speaker":"Speaker","startTime":892.139,"endTime":895.259,"body":"When they get home from school,"},{"speaker":"Speaker","startTime":895.259,"endTime":896.82,"body":"evening doing their homework."},{"speaker":"Speaker","startTime":896.82,"endTime":899.779,"body":"They're going to be more tired"},{"speaker":"Speaker","startTime":899.779,"endTime":902.22,"body":"So there's lots of implications"},{"speaker":"Speaker","startTime":902.22,"endTime":906.659,"body":"So the parents get together and"},{"speaker":"Speaker","startTime":906.659,"endTime":910.94,"body":"management of the school to say,"},{"speaker":"Speaker","startTime":910.94,"endTime":914.94,"body":"these changes were introduced"},{"speaker":"Speaker","startTime":914.94,"endTime":919.179,"body":"any way of communicating this"},{"speaker":"Speaker","startTime":919.179,"endTime":921.779,"body":"So it's totally unacceptable."},{"speaker":"Speaker","startTime":921.779,"endTime":923.46,"body":"You can also use it in an office"},{"speaker":"Speaker","startTime":923.46,"endTime":924.779,"body":"environment in many, many"},{"speaker":"Speaker","startTime":924.779,"endTime":925.98,"body":"situations."},{"speaker":"Speaker","startTime":925.98,"endTime":927.139,"body":"You know, the standard of"},{"speaker":"Speaker","startTime":927.139,"endTime":928.899,"body":"somebody's work might be totally"},{"speaker":"Speaker","startTime":928.899,"endTime":929.779,"body":"unacceptable."},{"speaker":"Speaker","startTime":929.779,"endTime":933.24,"body":"So they say, look, regrettably,"},{"speaker":"Speaker","startTime":933.24,"endTime":938.179,"body":"continue your contract because"},{"speaker":"Speaker","startTime":938.179,"endTime":942.98,"body":"quality of your work is totally"},{"speaker":"Speaker","startTime":942.98,"endTime":946.179,"body":"Or indeed, there could be a"},{"speaker":"Speaker","startTime":946.179,"endTime":950.74,"body":"somebody, a doctor, a nurse, an"},{"speaker":"Speaker","startTime":950.74,"endTime":954.899,"body":"position of authority, and they"},{"speaker":"Speaker","startTime":954.899,"endTime":956.899,"body":"So they might get a message from"},{"speaker":"Speaker","startTime":956.899,"endTime":958.46,"body":"the management of that company"},{"speaker":"Speaker","startTime":958.46,"endTime":960.539,"body":"to say, your behaviour is"},{"speaker":"Speaker","startTime":960.539,"endTime":962.059,"body":"totally unacceptable."},{"speaker":"Speaker","startTime":962.059,"endTime":966.48,"body":"And therefore we are putting you"},{"speaker":"Speaker","startTime":966.48,"endTime":971.86,"body":"again, well, then we'll have no"},{"speaker":"Speaker","startTime":971.86,"endTime":975.259,"body":"or you will be your contract"},{"speaker":"Speaker","startTime":975.259,"endTime":975.62,"body":"Yeah."},{"speaker":"Speaker","startTime":975.62,"endTime":975.899,"body":"Okay."},{"speaker":"Speaker","startTime":975.899,"endTime":977.98,"body":"So these are quite harsh words"},{"speaker":"Speaker","startTime":977.98,"endTime":979.72,"body":"where people might be a little"},{"speaker":"Speaker","startTime":979.72,"endTime":980.86,"body":"bit angry."},{"speaker":"Speaker","startTime":980.86,"endTime":981.22,"body":"Okay."},{"speaker":"Speaker","startTime":981.22,"endTime":985.779,"body":"So expressing anger, we can say"},{"speaker":"Speaker","startTime":985.779,"endTime":989.419,"body":"I'm calling to express my"},{"speaker":"Speaker","startTime":989.419,"endTime":990.98,"body":"that you have made."},{"speaker":"Speaker","startTime":990.98,"endTime":994.94,"body":"Words cannot express my horror"},{"speaker":"Speaker","startTime":994.94,"endTime":997.5,"body":"It's totally unacceptable that."},{"speaker":"Speaker","startTime":997.5,"endTime":998.259,"body":"Okay."},{"speaker":"Speaker","startTime":998.259,"endTime":1001.47,"body":"Now when we want to answer"},{"speaker":"Speaker","startTime":1001.47,"endTime":1003.269,"body":"So there is some criticism about"},{"speaker":"Speaker","startTime":1003.269,"endTime":1005.19,"body":"what we do, how we do it, where"},{"speaker":"Speaker","startTime":1005.19,"endTime":1005.669,"body":"we go."},{"speaker":"Speaker","startTime":1005.669,"endTime":1008.71,"body":"So when people are not so happy"},{"speaker":"Speaker","startTime":1008.71,"endTime":1012.11,"body":"So how do we answer that type of"},{"speaker":"Speaker","startTime":1012.11,"endTime":1015.309,"body":"So here's some expressions that"},{"speaker":"Speaker","startTime":1016.429,"endTime":1018.909,"body":"Let's not jump to conclusions."},{"speaker":"Speaker","startTime":1018.909,"endTime":1021.45,"body":"So somebody has some information"},{"speaker":"Speaker","startTime":1021.45,"endTime":1024.269,"body":"and they interpret it in one"},{"speaker":"Speaker","startTime":1024.269,"endTime":1025.269,"body":"way."},{"speaker":"Speaker","startTime":1025.269,"endTime":1027.029,"body":"You might interpret it in a"},{"speaker":"Speaker","startTime":1027.029,"endTime":1029.509,"body":"So to try and take the heat out"},{"speaker":"Speaker","startTime":1029.509,"endTime":1031.41,"body":"of the situation and to try and"},{"speaker":"Speaker","startTime":1031.41,"endTime":1033.71,"body":"give time for people to consider"},{"speaker":"Speaker","startTime":1033.71,"endTime":1035.19,"body":"it properly, you might say,"},{"speaker":"Speaker","startTime":1035.19,"endTime":1037.13,"body":"well, look, let's not jump to"},{"speaker":"Speaker","startTime":1037.13,"endTime":1038.269,"body":"conclusions."},{"speaker":"Speaker","startTime":1038.269,"endTime":1043.15,"body":"Just because we got this letter"},{"speaker":"Speaker","startTime":1043.15,"endTime":1043.47,"body":"Okay?"},{"speaker":"Speaker","startTime":1043.47,"endTime":1045.39,"body":"So let's not jump to"},{"speaker":"Speaker","startTime":1045.39,"endTime":1050.75,"body":"So when we jump to conclusions,"},{"speaker":"Speaker","startTime":1050.75,"endTime":1053.91,"body":"that might be based on only half"},{"speaker":"Speaker","startTime":1053.91,"endTime":1055.49,"body":"And really what we need to do is"},{"speaker":"Speaker","startTime":1055.49,"endTime":1057.134,"body":"wait until we get all of the"},{"speaker":"Speaker","startTime":1057.134,"endTime":1059.279,"body":"information or both sides of the"},{"speaker":"Speaker","startTime":1059.279,"endTime":1061.079,"body":"argument, and in that situation,"},{"speaker":"Speaker","startTime":1061.079,"endTime":1062.9,"body":"then we are better able to to"},{"speaker":"Speaker","startTime":1062.9,"endTime":1063.4,"body":"judge it."},{"speaker":"Speaker","startTime":1063.4,"endTime":1068.599,"body":"So let's not jump to conclusions"},{"speaker":"Speaker","startTime":1068.599,"endTime":1069.64,"body":"to him about it."},{"speaker":"Speaker","startTime":1069.64,"endTime":1072.519,"body":"Okay, so perhaps you've heard a"},{"speaker":"Speaker","startTime":1072.519,"endTime":1075.119,"body":"rumor that your manager is going"},{"speaker":"Speaker","startTime":1075.119,"endTime":1076.0,"body":"to resign."},{"speaker":"Speaker","startTime":1076.0,"endTime":1076.44,"body":"Okay."},{"speaker":"Speaker","startTime":1076.44,"endTime":1078.0,"body":"But you've only it's only a"},{"speaker":"Speaker","startTime":1078.0,"endTime":1079.4,"body":"He hasn't told you that."},{"speaker":"Speaker","startTime":1079.4,"endTime":1083.839,"body":"So the board or the management"},{"speaker":"Speaker","startTime":1083.839,"endTime":1087.279,"body":"that he hasn't told, or she"},{"speaker":"Speaker","startTime":1087.279,"endTime":1088.16,"body":"going to leave."},{"speaker":"Speaker","startTime":1088.16,"endTime":1090.759,"body":"And you might say, well, look,"},{"speaker":"Speaker","startTime":1090.759,"endTime":1092.48,"body":"It's only a rumor."},{"speaker":"Speaker","startTime":1092.48,"endTime":1094.599,"body":"Has he told us or has she told"},{"speaker":"Speaker","startTime":1094.599,"endTime":1097.799,"body":"Well, if they haven't, well then"},{"speaker":"Speaker","startTime":1097.799,"endTime":1099.319,"body":"it from the horse's mouth?"},{"speaker":"Speaker","startTime":1099.319,"endTime":1103.0,"body":"Meaning wait until they tell us"},{"speaker":"Speaker","startTime":1103.0,"endTime":1106.2,"body":"going to do, and then we can"},{"speaker":"Speaker","startTime":1106.2,"endTime":1107.599,"body":"can take some decisions."},{"speaker":"Speaker","startTime":1107.599,"endTime":1111.2,"body":"So let's not jump to"},{"speaker":"Speaker","startTime":1111.2,"endTime":1113.359,"body":"There is no need to raise your"},{"speaker":"Speaker","startTime":1113.359,"endTime":1116.24,"body":"This is a great expression to"},{"speaker":"Speaker","startTime":1116.24,"endTime":1118.359,"body":"really excited or really angry."},{"speaker":"Speaker","startTime":1119.4,"endTime":1122.079,"body":"Okay, look, let's just calm"},{"speaker":"Speaker","startTime":1122.079,"endTime":1124.359,"body":"There's no need to raise your"},{"speaker":"Speaker","startTime":1124.359,"endTime":1125.68,"body":"I can hear you clearly."},{"speaker":"Speaker","startTime":1125.68,"endTime":1127.799,"body":"And when you speak calmly, well,"},{"speaker":"Speaker","startTime":1127.799,"endTime":1129.44,"body":"then it comes out much more"},{"speaker":"Speaker","startTime":1129.44,"endTime":1129.839,"body":"clearly."},{"speaker":"Speaker","startTime":1129.839,"endTime":1132.88,"body":"And this is a nice way to keep"},{"speaker":"Speaker","startTime":1132.88,"endTime":1134.279,"body":"So they come home from school."},{"speaker":"Speaker","startTime":1134.279,"endTime":1135.24,"body":"Something's happened."},{"speaker":"Speaker","startTime":1135.24,"endTime":1137.279,"body":"A row with a best friend."},{"speaker":"Speaker","startTime":1137.279,"endTime":1138.759,"body":"Problem with the teacher."},{"speaker":"Speaker","startTime":1138.759,"endTime":1140.079,"body":"Some misunderstanding."},{"speaker":"Speaker","startTime":1140.079,"endTime":1141.24,"body":"And they're all excited."},{"speaker":"Speaker","startTime":1142.4,"endTime":1144.119,"body":"And they start shouting and"},{"speaker":"Speaker","startTime":1144.119,"endTime":1148.2,"body":"So to take the steam or the heat"},{"speaker":"Speaker","startTime":1148.2,"endTime":1151.079,"body":"say, look, there's no need to"},{"speaker":"Speaker","startTime":1151.079,"endTime":1152.799,"body":"Just sit down."},{"speaker":"Speaker","startTime":1152.799,"endTime":1154.64,"body":"Deep breaths and tell me very"},{"speaker":"Speaker","startTime":1154.64,"endTime":1157.2,"body":"clearly, very calmly what"},{"speaker":"Speaker","startTime":1157.2,"endTime":1158.24,"body":"exactly happened."},{"speaker":"Speaker","startTime":1158.24,"endTime":1160.799,"body":"So there's no need to raise your"},{"speaker":"Speaker","startTime":1160.799,"endTime":1164.559,"body":"And if somebody starts shouting"},{"speaker":"Speaker","startTime":1164.559,"endTime":1167.359,"body":"usually to try and take control"},{"speaker":"Speaker","startTime":1167.359,"endTime":1170.759,"body":"Then you might just say, look,"},{"speaker":"Speaker","startTime":1170.759,"endTime":1172.519,"body":"I'm not shouting, so there's no"},{"speaker":"Speaker","startTime":1172.519,"endTime":1174.93,"body":"need for you to raise your voice"},{"speaker":"Speaker","startTime":1174.93,"endTime":1175.529,"body":"to me."},{"speaker":"Speaker","startTime":1175.529,"endTime":1177.849,"body":"Okay, next."},{"speaker":"Speaker","startTime":1177.849,"endTime":1183.69,"body":"If we are deliberately or very,"},{"speaker":"Speaker","startTime":1183.69,"endTime":1187.809,"body":"what somebody has said, and we"},{"speaker":"Speaker","startTime":1187.809,"endTime":1190.69,"body":"or position to speak to us in a"},{"speaker":"Speaker","startTime":1190.69,"endTime":1195.47,"body":"quite clearly, clearly say to"},{"speaker":"Speaker","startTime":1195.47,"endTime":1197.329,"body":"talk to me like that."},{"speaker":"Speaker","startTime":1197.329,"endTime":1199.849,"body":"You've got no right to say that."},{"speaker":"Speaker","startTime":1199.849,"endTime":1202.13,"body":"You've got no right to do that."},{"speaker":"Speaker","startTime":1202.13,"endTime":1204.609,"body":"So you can use it in different"},{"speaker":"Speaker","startTime":1204.609,"endTime":1206.21,"body":"It really has the same meaning."},{"speaker":"Speaker","startTime":1206.21,"endTime":1209.089,"body":"So you've got no right to talk"},{"speaker":"Speaker","startTime":1209.089,"endTime":1213.45,"body":"You've got no right to say"},{"speaker":"Speaker","startTime":1213.45,"endTime":1215.97,"body":"you've got no right to do that."},{"speaker":"Speaker","startTime":1215.97,"endTime":1217.849,"body":"So how might we use it?"},{"speaker":"Speaker","startTime":1217.849,"endTime":1220.049,"body":"Well, of course it could be"},{"speaker":"Speaker","startTime":1220.049,"endTime":1222.49,"body":"somebody in the office who tells"},{"speaker":"Speaker","startTime":1222.49,"endTime":1223.809,"body":"you what they think of you, but"},{"speaker":"Speaker","startTime":1223.809,"endTime":1224.93,"body":"they don't use very nice"},{"speaker":"Speaker","startTime":1224.93,"endTime":1225.45,"body":"language."},{"speaker":"Speaker","startTime":1225.45,"endTime":1227.21,"body":"So you could quite easily say"},{"speaker":"Speaker","startTime":1227.21,"endTime":1229.029,"body":"you've no right to say that to"},{"speaker":"Speaker","startTime":1229.029,"endTime":1229.21,"body":"me."},{"speaker":"Speaker","startTime":1229.21,"endTime":1230.25,"body":"If you don't like what I've"},{"speaker":"Speaker","startTime":1230.25,"endTime":1232.21,"body":"done, fine, tell me and we can"},{"speaker":"Speaker","startTime":1232.21,"endTime":1232.69,"body":"discuss it."},{"speaker":"Speaker","startTime":1232.69,"endTime":1237.539,"body":"But there's no reason and no"},{"speaker":"Speaker","startTime":1237.539,"endTime":1240.019,"body":"So you have no right to say that"},{"speaker":"Speaker","startTime":1240.019,"endTime":1241.66,"body":"Or if somebody comes and they"},{"speaker":"Speaker","startTime":1241.66,"endTime":1243.18,"body":"just throw something on your"},{"speaker":"Speaker","startTime":1243.18,"endTime":1245.539,"body":"desk, you have no right to do"},{"speaker":"Speaker","startTime":1245.539,"endTime":1245.779,"body":"that."},{"speaker":"Speaker","startTime":1245.779,"endTime":1248.66,"body":"You can't just come and throw"},{"speaker":"Speaker","startTime":1248.66,"endTime":1252.099,"body":"There's a way to approach"},{"speaker":"Speaker","startTime":1252.099,"endTime":1252.74,"body":"to do it."},{"speaker":"Speaker","startTime":1252.74,"endTime":1256.259,"body":"So there's no you have no right"},{"speaker":"Speaker","startTime":1256.259,"endTime":1259.66,"body":"right to do something like that."},{"speaker":"Speaker","startTime":1259.66,"endTime":1261.779,"body":"And where something happens and"},{"speaker":"Speaker","startTime":1261.779,"endTime":1265.279,"body":"somebody is in the wrong and you"},{"speaker":"Speaker","startTime":1265.279,"endTime":1267.259,"body":"really, really feel strongly"},{"speaker":"Speaker","startTime":1267.259,"endTime":1268.579,"body":"about it, then you can simply"},{"speaker":"Speaker","startTime":1268.579,"endTime":1270.579,"body":"say, I think you owe me an"},{"speaker":"Speaker","startTime":1270.579,"endTime":1271.299,"body":"apology."},{"speaker":"Speaker","startTime":1271.299,"endTime":1274.579,"body":"So somebody accused you of"},{"speaker":"Speaker","startTime":1274.579,"endTime":1277.019,"body":"I think you owe me an apology."},{"speaker":"Speaker","startTime":1277.019,"endTime":1278.539,"body":"Somebody is looking for the"},{"speaker":"Speaker","startTime":1278.539,"endTime":1281.579,"body":"report that you were sent, and"},{"speaker":"Speaker","startTime":1281.579,"endTime":1282.94,"body":"you actually did send it, but"},{"speaker":"Speaker","startTime":1282.94,"endTime":1284.66,"body":"they didn't see it in their"},{"speaker":"Speaker","startTime":1284.66,"endTime":1285.5,"body":"inbox."},{"speaker":"Speaker","startTime":1285.5,"endTime":1287.74,"body":"And they come out and say, I"},{"speaker":"Speaker","startTime":1287.74,"endTime":1288.5,"body":"me by Friday."},{"speaker":"Speaker","startTime":1288.5,"endTime":1288.9,"body":"Where is it?"},{"speaker":"Speaker","startTime":1288.9,"endTime":1292.059,"body":"I have I sent it to you on"},{"speaker":"Speaker","startTime":1292.059,"endTime":1293.259,"body":"Here's a copy."},{"speaker":"Speaker","startTime":1293.259,"endTime":1295.7,"body":"So I think you owe me an"},{"speaker":"Speaker","startTime":1295.7,"endTime":1299.94,"body":"Yeah, because you've been"},{"speaker":"Speaker","startTime":1299.94,"endTime":1301.66,"body":"But in fact, you didn't look"},{"speaker":"Speaker","startTime":1301.66,"endTime":1303.42,"body":"carefully enough at your inbox,"},{"speaker":"Speaker","startTime":1303.42,"endTime":1305.299,"body":"so I think you owe me an"},{"speaker":"Speaker","startTime":1305.299,"endTime":1306.339,"body":"apology."},{"speaker":"Speaker","startTime":1306.339,"endTime":1307.42,"body":"And we can also use this"},{"speaker":"Speaker","startTime":1307.42,"endTime":1308.9,"body":"expression again with the kids"},{"speaker":"Speaker","startTime":1308.9,"endTime":1310.14,"body":"where they got a little bit"},{"speaker":"Speaker","startTime":1310.14,"endTime":1310.779,"body":"excited."},{"speaker":"Speaker","startTime":1310.779,"endTime":1314.019,"body":"You know, the way kids are, you"},{"speaker":"Speaker","startTime":1314.019,"endTime":1318.24,"body":"Their pocket money's all spent"},{"speaker":"Speaker","startTime":1318.24,"endTime":1321.42,"body":"the to play pool or whatever,"},{"speaker":"Speaker","startTime":1321.42,"endTime":1325.579,"body":"So they start ranting and raving"},{"speaker":"Speaker","startTime":1325.579,"endTime":1328.339,"body":"And then when they calm down,"},{"speaker":"Speaker","startTime":1328.339,"endTime":1332.019,"body":"look, that's not the way we"},{"speaker":"Speaker","startTime":1332.019,"endTime":1333.5,"body":"You couldn't go, okay?"},{"speaker":"Speaker","startTime":1333.5,"endTime":1334.38,"body":"You spent all your money."},{"speaker":"Speaker","startTime":1334.38,"endTime":1335.38,"body":"That's not my fault."},{"speaker":"Speaker","startTime":1335.38,"endTime":1337.74,"body":"So I think you owe me an"},{"speaker":"Speaker","startTime":1337.74,"endTime":1338.9,"body":"You don't have to."},{"speaker":"Speaker","startTime":1338.9,"endTime":1341.46,"body":"And you have no right to talk to"},{"speaker":"Speaker","startTime":1341.46,"endTime":1343.019,"body":"And that's the best way to deal"},{"speaker":"Speaker","startTime":1343.019,"endTime":1344.5,"body":"with the kids when they've"},{"speaker":"Speaker","startTime":1344.5,"endTime":1345.339,"body":"calmed down."},{"speaker":"Speaker","startTime":1345.339,"endTime":1348.539,"body":"And then you can perhaps"},{"speaker":"Speaker","startTime":1348.539,"endTime":1349.779,"body":"about their behaviour."},{"speaker":"Speaker","startTime":1349.779,"endTime":1351.869,"body":"That that's not the way it"},{"speaker":"Speaker","startTime":1351.869,"endTime":1354.269,"body":"That's not the way we expect you"},{"speaker":"Speaker","startTime":1354.269,"endTime":1357.589,"body":"So I think you owe me an"},{"speaker":"Speaker","startTime":1357.589,"endTime":1361.589,"body":"Or if there's brothers and"},{"speaker":"Speaker","startTime":1361.589,"endTime":1365.63,"body":"shouting, and one sibling takes"},{"speaker":"Speaker","startTime":1365.63,"endTime":1368.789,"body":"perhaps they break it or they"},{"speaker":"Speaker","startTime":1368.789,"endTime":1370.63,"body":"it and the other's quite upset."},{"speaker":"Speaker","startTime":1370.63,"endTime":1374.869,"body":"So you, as the parent, have to"},{"speaker":"Speaker","startTime":1374.869,"endTime":1377.109,"body":"and act as the peace broker."},{"speaker":"Speaker","startTime":1377.109,"endTime":1379.789,"body":"Then you might say to the"},{"speaker":"Speaker","startTime":1379.789,"endTime":1383.309,"body":"Don't you think you owe your"},{"speaker":"Speaker","startTime":1383.309,"endTime":1386.23,"body":"Don't you think you owe your"},{"speaker":"Speaker","startTime":1386.23,"endTime":1389.269,"body":"I mean, would you like that to"},{"speaker":"Speaker","startTime":1389.269,"endTime":1392.329,"body":"Would you like it if something"},{"speaker":"Speaker","startTime":1392.329,"endTime":1395.19,"body":"asking and then lost it, or"},{"speaker":"Speaker","startTime":1395.19,"endTime":1396.549,"body":"No. You wouldn't."},{"speaker":"Speaker","startTime":1396.549,"endTime":1400.75,"body":"So don't you think you should"},{"speaker":"Speaker","startTime":1400.75,"endTime":1405.869,"body":"Don't you think you owe your"},{"speaker":"Speaker","startTime":1405.869,"endTime":1409.66,"body":"Now, something which is really,"},{"speaker":"Speaker","startTime":1409.66,"endTime":1412.92,"body":"you know, something that we when"},{"speaker":"Speaker","startTime":1412.92,"endTime":1416.88,"body":"could say, and there's no"},{"speaker":"Speaker","startTime":1416.88,"endTime":1419.039,"body":"You failed miserably."},{"speaker":"Speaker","startTime":1419.039,"endTime":1419.4,"body":"Yeah."},{"speaker":"Speaker","startTime":1419.4,"endTime":1421.019,"body":"So it's not only that you"},{"speaker":"Speaker","startTime":1421.019,"endTime":1422.68,"body":"failed, but you have failed"},{"speaker":"Speaker","startTime":1422.68,"endTime":1423.44,"body":"miserably."},{"speaker":"Speaker","startTime":1423.44,"endTime":1427.2,"body":"That was just a poor, poor"},{"speaker":"Speaker","startTime":1427.2,"endTime":1429.96,"body":"So you get the letter first that"},{"speaker":"Speaker","startTime":1429.96,"endTime":1432.64,"body":"comes into the post box, and"},{"speaker":"Speaker","startTime":1432.64,"endTime":1434.16,"body":"when you open it, you can see"},{"speaker":"Speaker","startTime":1434.16,"endTime":1436.48,"body":"the results of your son or"},{"speaker":"Speaker","startTime":1436.48,"endTime":1437.16,"body":"daughter."},{"speaker":"Speaker","startTime":1437.16,"endTime":1439.119,"body":"And it's not just a bad result,"},{"speaker":"Speaker","startTime":1439.119,"endTime":1440.839,"body":"it's a really, really bad"},{"speaker":"Speaker","startTime":1440.839,"endTime":1441.559,"body":"result."},{"speaker":"Speaker","startTime":1441.559,"endTime":1442.599,"body":"So what can you do?"},{"speaker":"Speaker","startTime":1442.599,"endTime":1445.64,"body":"So you sit down with the kids"},{"speaker":"Speaker","startTime":1445.64,"endTime":1446.92,"body":"easy way to put it."},{"speaker":"Speaker","startTime":1446.92,"endTime":1449.16,"body":"You've failed miserably."},{"speaker":"Speaker","startTime":1449.16,"endTime":1449.559,"body":"Yeah."},{"speaker":"Speaker","startTime":1449.559,"endTime":1452.039,"body":"So you told us that you had"},{"speaker":"Speaker","startTime":1452.039,"endTime":1453.839,"body":"You told us that you had really"},{"speaker":"Speaker","startTime":1453.839,"endTime":1454.96,"body":"But look at these results."},{"speaker":"Speaker","startTime":1454.96,"endTime":1457.24,"body":"I mean, it's it's really"},{"speaker":"Speaker","startTime":1457.24,"endTime":1460.359,"body":"And you're going to have to do"},{"speaker":"Speaker","startTime":1460.359,"endTime":1463.64,"body":"In some cases, you might even"},{"speaker":"Speaker","startTime":1463.64,"endTime":1467.72,"body":"So you've failed miserably at"},{"speaker":"Speaker","startTime":1467.72,"endTime":1470.72,"body":"So it's very, very sharp"},{"speaker":"Speaker","startTime":1470.72,"endTime":1473.759,"body":"So so when you're dealing with a"},{"speaker":"Speaker","startTime":1473.759,"endTime":1475.859,"body":"situation where somebody accuses"},{"speaker":"Speaker","startTime":1475.859,"endTime":1478.2,"body":"you of doing something, perhaps"},{"speaker":"Speaker","startTime":1478.2,"endTime":1479.799,"body":"their attempts to try and get"},{"speaker":"Speaker","startTime":1479.799,"endTime":1481.96,"body":"you annoyed or angry doesn't"},{"speaker":"Speaker","startTime":1481.96,"endTime":1482.519,"body":"work."},{"speaker":"Speaker","startTime":1482.519,"endTime":1483.839,"body":"And you could say to them, well,"},{"speaker":"Speaker","startTime":1483.839,"endTime":1484.92,"body":"if that's what you were trying"},{"speaker":"Speaker","startTime":1484.92,"endTime":1486.24,"body":"to do, if you're trying to upset"},{"speaker":"Speaker","startTime":1486.24,"endTime":1488.559,"body":"me, if you're trying to force me"},{"speaker":"Speaker","startTime":1488.559,"endTime":1490.619,"body":"to resign, if you're trying to"},{"speaker":"Speaker","startTime":1490.619,"endTime":1492.059,"body":"get me to say something, well,"},{"speaker":"Speaker","startTime":1492.059,"endTime":1493.759,"body":"I'm afraid you've failed"},{"speaker":"Speaker","startTime":1493.759,"endTime":1495.039,"body":"miserably."},{"speaker":"Speaker","startTime":1495.039,"endTime":1496.88,"body":"I don't get upset that easily."},{"speaker":"Speaker","startTime":1496.88,"endTime":1498.119,"body":"I think I'm right."},{"speaker":"Speaker","startTime":1498.119,"endTime":1501.759,"body":"I believe you're in the wrong,"},{"speaker":"Speaker","startTime":1501.759,"endTime":1503.64,"body":"So if you were trying to get"},{"speaker":"Speaker","startTime":1503.64,"endTime":1505.119,"body":"some other reaction from me,"},{"speaker":"Speaker","startTime":1505.119,"endTime":1506.96,"body":"then I think you have failed"},{"speaker":"Speaker","startTime":1506.96,"endTime":1507.72,"body":"miserably."},{"speaker":"Speaker","startTime":1507.72,"endTime":1510.039,"body":"You haven't succeeded in what"},{"speaker":"Speaker","startTime":1510.039,"endTime":1514.24,"body":"So failed miserably means you"},{"speaker":"Speaker","startTime":1514.24,"endTime":1514.96,"body":"Okay."},{"speaker":"Speaker","startTime":1514.96,"endTime":1515.319,"body":"All right."},{"speaker":"Speaker","startTime":1515.319,"endTime":1516.559,"body":"So when you're answering"},{"speaker":"Speaker","startTime":1516.559,"endTime":1518.059,"body":"criticism, they're the sort of"},{"speaker":"Speaker","startTime":1518.059,"endTime":1519.579,"body":"expressions you might be able to"},{"speaker":"Speaker","startTime":1519.579,"endTime":1520.2,"body":"use."},{"speaker":"Speaker","startTime":1520.2,"endTime":1523.079,"body":"Let's not jump to conclusions."},{"speaker":"Speaker","startTime":1523.079,"endTime":1526.69,"body":"There is no need to raise your"},{"speaker":"Speaker","startTime":1526.69,"endTime":1529.369,"body":"You've got no right to say that."},{"speaker":"Speaker","startTime":1529.369,"endTime":1532.49,"body":"You've got no right to do that."},{"speaker":"Speaker","startTime":1532.49,"endTime":1535.41,"body":"I think you owe me an apology."},{"speaker":"Speaker","startTime":1535.41,"endTime":1539.089,"body":"Don't you think you should"},{"speaker":"Speaker","startTime":1539.089,"endTime":1542.089,"body":"And then you failed miserably."},{"speaker":"Speaker","startTime":1542.089,"endTime":1542.529,"body":"Okay."},{"speaker":"Speaker","startTime":1542.529,"endTime":1544.049,"body":"Now, next."},{"speaker":"Speaker","startTime":1544.049,"endTime":1546.89,"body":"If we want to take some action."},{"speaker":"Speaker","startTime":1546.89,"endTime":1550.13,"body":"So what sort of expressions"},{"speaker":"Speaker","startTime":1550.13,"endTime":1551.97,"body":"about taking some action?"},{"speaker":"Speaker","startTime":1551.97,"endTime":1556.25,"body":"Well, first of all, if we're"},{"speaker":"Speaker","startTime":1556.25,"endTime":1560.21,"body":"we can use expressions like, I"},{"speaker":"Speaker","startTime":1560.21,"endTime":1562.609,"body":"investigating this situation."},{"speaker":"Speaker","startTime":1562.609,"endTime":1565.73,"body":"Okay, so that sounds very, very"},{"speaker":"Speaker","startTime":1565.73,"endTime":1566.009,"body":"Yeah."},{"speaker":"Speaker","startTime":1566.009,"endTime":1566.369,"body":"Okay."},{"speaker":"Speaker","startTime":1566.369,"endTime":1568.97,"body":"So it could be in the school."},{"speaker":"Speaker","startTime":1568.97,"endTime":1573.17,"body":"The director or manager of the"},{"speaker":"Speaker","startTime":1573.17,"endTime":1577.769,"body":"been going wrong, that some of"},{"speaker":"Speaker","startTime":1577.769,"endTime":1582.329,"body":"similar results in their exams,"},{"speaker":"Speaker","startTime":1582.329,"endTime":1583.49,"body":"that they've been cheating."},{"speaker":"Speaker","startTime":1583.49,"endTime":1588.38,"body":"But the the exam results are so"},{"speaker":"Speaker","startTime":1588.38,"endTime":1592.38,"body":"three tests that really, really"},{"speaker":"Speaker","startTime":1592.38,"endTime":1593.94,"body":"about the results."},{"speaker":"Speaker","startTime":1593.94,"endTime":1596.099,"body":"So the director or the head of"},{"speaker":"Speaker","startTime":1596.099,"endTime":1598.92,"body":"the school calls all of these"},{"speaker":"Speaker","startTime":1598.92,"endTime":1600.5,"body":"teachers together and said,"},{"speaker":"Speaker","startTime":1600.5,"endTime":1601.46,"body":"okay, look, I think there's"},{"speaker":"Speaker","startTime":1601.46,"endTime":1603.339,"body":"something happening here and I"},{"speaker":"Speaker","startTime":1603.339,"endTime":1604.7,"body":"think we really need to look at"},{"speaker":"Speaker","startTime":1604.7,"endTime":1605.299,"body":"this."},{"speaker":"Speaker","startTime":1605.299,"endTime":1610.019,"body":"So I have every intention of"},{"speaker":"Speaker","startTime":1610.019,"endTime":1612.4,"body":"And if there's any sign of any"},{"speaker":"Speaker","startTime":1612.4,"endTime":1613.7,"body":"cheating, well, then we're going"},{"speaker":"Speaker","startTime":1613.7,"endTime":1615.68,"body":"to have to take some serious"},{"speaker":"Speaker","startTime":1615.68,"endTime":1616.259,"body":"action."},{"speaker":"Speaker","startTime":1616.259,"endTime":1617.579,"body":"So I have every intention of"},{"speaker":"Speaker","startTime":1617.579,"endTime":1619.74,"body":"investigating means I'm going to"},{"speaker":"Speaker","startTime":1619.74,"endTime":1621.9,"body":"look at and look into this, and"},{"speaker":"Speaker","startTime":1621.9,"endTime":1623.64,"body":"I'm going to look into it quite"},{"speaker":"Speaker","startTime":1623.64,"endTime":1624.539,"body":"seriously."},{"speaker":"Speaker","startTime":1624.539,"endTime":1627.42,"body":"Okay, so I have every intention"},{"speaker":"Speaker","startTime":1627.42,"endTime":1628.94,"body":"So strong words."},{"speaker":"Speaker","startTime":1628.94,"endTime":1632.059,"body":"But, you know, they followed up"},{"speaker":"Speaker","startTime":1632.059,"endTime":1636.859,"body":"So managers in companies can"},{"speaker":"Speaker","startTime":1636.859,"endTime":1641.059,"body":"if something's gone missing,"},{"speaker":"Speaker","startTime":1641.059,"endTime":1644.619,"body":"missing and somebody's been"},{"speaker":"Speaker","startTime":1644.619,"endTime":1649.359,"body":"Or perhaps some information"},{"speaker":"Speaker","startTime":1649.359,"endTime":1654.0,"body":"activities have been leaked to"},{"speaker":"Speaker","startTime":1654.0,"endTime":1656.22,"body":"leaked to the competition."},{"speaker":"Speaker","startTime":1656.22,"endTime":1658.859,"body":"So the manager, on behalf of the"},{"speaker":"Speaker","startTime":1658.859,"endTime":1660.759,"body":"board of directors, has to tell"},{"speaker":"Speaker","startTime":1660.759,"endTime":1662.579,"body":"people that we've every"},{"speaker":"Speaker","startTime":1662.579,"endTime":1664.38,"body":"intention of investigating the"},{"speaker":"Speaker","startTime":1664.38,"endTime":1665.299,"body":"situation."},{"speaker":"Speaker","startTime":1665.299,"endTime":1667.38,"body":"And if anybody is guilty of"},{"speaker":"Speaker","startTime":1667.38,"endTime":1670.14,"body":"deliberately leaking information"},{"speaker":"Speaker","startTime":1670.14,"endTime":1672.7,"body":"to the journalists or to our"},{"speaker":"Speaker","startTime":1672.7,"endTime":1674.5,"body":"competition, well then it would"},{"speaker":"Speaker","startTime":1674.5,"endTime":1675.9,"body":"be looked on very, very"},{"speaker":"Speaker","startTime":1675.9,"endTime":1677.019,"body":"seriously indeed."},{"speaker":"Speaker","startTime":1677.019,"endTime":1680.9,"body":"So I have every intention of"},{"speaker":"Speaker","startTime":1680.9,"endTime":1682.779,"body":"Okay, then, let's move on then"},{"speaker":"Speaker","startTime":1682.779,"endTime":1683.859,"body":"So the next one I have for you"},{"speaker":"Speaker","startTime":1683.859,"endTime":1685.42,"body":"is I'm warning you, there will"},{"speaker":"Speaker","startTime":1685.42,"endTime":1686.619,"body":"be consequences."},{"speaker":"Speaker","startTime":1686.619,"endTime":1690.7,"body":"Okay, so remember we're talking"},{"speaker":"Speaker","startTime":1690.7,"endTime":1694.22,"body":"So conflict is when there's a"},{"speaker":"Speaker","startTime":1694.22,"endTime":1696.94,"body":"dispute, we try to find some"},{"speaker":"Speaker","startTime":1696.94,"endTime":1698.9,"body":"And if we can, we can try and"},{"speaker":"Speaker","startTime":1698.9,"endTime":1700.88,"body":"find it in a peaceful sort of"},{"speaker":"Speaker","startTime":1700.88,"endTime":1701.18,"body":"way."},{"speaker":"Speaker","startTime":1701.18,"endTime":1704.23,"body":"But sometimes it doesn't always"},{"speaker":"Speaker","startTime":1704.23,"endTime":1706.869,"body":"So I'm warning you, there will"},{"speaker":"Speaker","startTime":1706.869,"endTime":1711.589,"body":"So for example, if there is a"},{"speaker":"Speaker","startTime":1711.589,"endTime":1715.75,"body":"property and the tenant refuses"},{"speaker":"Speaker","startTime":1715.75,"endTime":1719.95,"body":"maybe he thinks that you owe him"},{"speaker":"Speaker","startTime":1719.95,"endTime":1723.39,"body":"the condition of the the house"},{"speaker":"Speaker","startTime":1723.39,"endTime":1724.349,"body":"what it should be."},{"speaker":"Speaker","startTime":1724.349,"endTime":1728.509,"body":"So he stops paying the rent and"},{"speaker":"Speaker","startTime":1728.509,"endTime":1732.069,"body":"look, you signed the contract,"},{"speaker":"Speaker","startTime":1732.069,"endTime":1733.269,"body":"If you've got a problem in"},{"speaker":"Speaker","startTime":1733.269,"endTime":1735.109,"body":"relation to some aspect of it,"},{"speaker":"Speaker","startTime":1735.109,"endTime":1736.589,"body":"come and talk to me and we'll"},{"speaker":"Speaker","startTime":1736.589,"endTime":1738.63,"body":"try and resolve the problem"},{"speaker":"Speaker","startTime":1738.63,"endTime":1738.95,"body":"together."},{"speaker":"Speaker","startTime":1738.95,"endTime":1744.069,"body":"But you can't refuse to pay the"},{"speaker":"Speaker","startTime":1744.069,"endTime":1747.17,"body":"going to have to issue an"},{"speaker":"Speaker","startTime":1747.17,"endTime":1747.789,"body":"to be difficult."},{"speaker":"Speaker","startTime":1747.789,"endTime":1752.589,"body":"So I'm warning you, there will"},{"speaker":"Speaker","startTime":1752.589,"endTime":1754.47,"body":"to refuse to pay the rent."},{"speaker":"Speaker","startTime":1754.47,"endTime":1758.91,"body":"So this is your perhaps final"},{"speaker":"Speaker","startTime":1758.91,"endTime":1761.41,"body":"Or indeed, if you've refused to"},{"speaker":"Speaker","startTime":1761.41,"endTime":1763.97,"body":"pay parking fines or speeding"},{"speaker":"Speaker","startTime":1763.97,"endTime":1765.789,"body":"fines, and you've been getting"},{"speaker":"Speaker","startTime":1765.789,"endTime":1767.75,"body":"letters from the local council"},{"speaker":"Speaker","startTime":1767.75,"endTime":1768.99,"body":"and there's a definite a"},{"speaker":"Speaker","startTime":1768.99,"endTime":1769.43,"body":"conflict."},{"speaker":"Speaker","startTime":1769.43,"endTime":1771.769,"body":"You think that it wasn't you"},{"speaker":"Speaker","startTime":1771.769,"endTime":1773.829,"body":"driving the car or you think it"},{"speaker":"Speaker","startTime":1773.829,"endTime":1774.549,"body":"wasn't?"},{"speaker":"Speaker","startTime":1774.549,"endTime":1777.309,"body":"There was no sign about no"},{"speaker":"Speaker","startTime":1777.309,"endTime":1780.069,"body":"Well, then, of course you can"},{"speaker":"Speaker","startTime":1780.069,"endTime":1781.309,"body":"But you might get a very"},{"speaker":"Speaker","startTime":1781.309,"endTime":1783.069,"body":"strongly worded letter from the"},{"speaker":"Speaker","startTime":1783.069,"endTime":1784.549,"body":"council, the corporation or the"},{"speaker":"Speaker","startTime":1784.549,"endTime":1786.089,"body":"local government, or indeed even"},{"speaker":"Speaker","startTime":1786.089,"endTime":1787.19,"body":"the police."},{"speaker":"Speaker","startTime":1787.19,"endTime":1789.549,"body":"And the letter will say, we are"},{"speaker":"Speaker","startTime":1789.549,"endTime":1790.99,"body":"warning you that there will be"},{"speaker":"Speaker","startTime":1790.99,"endTime":1792.25,"body":"consequences, severe"},{"speaker":"Speaker","startTime":1792.25,"endTime":1795.049,"body":"consequences, if you continue to"},{"speaker":"Speaker","startTime":1795.049,"endTime":1797.029,"body":"refuse to refuse to pay these"},{"speaker":"Speaker","startTime":1797.029,"endTime":1797.509,"body":"fines."},{"speaker":"Speaker","startTime":1797.509,"endTime":1800.47,"body":"So you might end up in court,"},{"speaker":"Speaker","startTime":1800.47,"endTime":1804.829,"body":"situation in front of the local"},{"speaker":"Speaker","startTime":1804.829,"endTime":1808.309,"body":"So I'm warning you, there will"},{"speaker":"Speaker","startTime":1808.309,"endTime":1812.75,"body":"Now, when we want to have a"},{"speaker":"Speaker","startTime":1812.75,"endTime":1816.869,"body":"it's always great when we can"},{"speaker":"Speaker","startTime":1816.869,"endTime":1818.349,"body":"feel they've benefited."},{"speaker":"Speaker","startTime":1818.349,"endTime":1820.64,"body":"And this is what we call a win"},{"speaker":"Speaker","startTime":1820.64,"endTime":1823.16,"body":"win situation where both sides"},{"speaker":"Speaker","startTime":1823.16,"endTime":1823.559,"body":"win."},{"speaker":"Speaker","startTime":1823.559,"endTime":1825.359,"body":"So perhaps you're having a"},{"speaker":"Speaker","startTime":1825.359,"endTime":1827.9,"body":"dispute with a client over your"},{"speaker":"Speaker","startTime":1827.9,"endTime":1828.519,"body":"contract."},{"speaker":"Speaker","startTime":1828.519,"endTime":1830.64,"body":"Perhaps there's a dispute over"},{"speaker":"Speaker","startTime":1830.64,"endTime":1832.559,"body":"the fees that are being charged,"},{"speaker":"Speaker","startTime":1832.559,"endTime":1834.24,"body":"and perhaps the client isn't"},{"speaker":"Speaker","startTime":1834.24,"endTime":1836.519,"body":"happy that you increase the fees"},{"speaker":"Speaker","startTime":1836.519,"endTime":1838.599,"body":"without notification that he was"},{"speaker":"Speaker","startTime":1838.599,"endTime":1839.319,"body":"expecting."},{"speaker":"Speaker","startTime":1839.319,"endTime":1842.119,"body":"So he's refusing to pay the"},{"speaker":"Speaker","startTime":1842.119,"endTime":1845.88,"body":"You're refusing to send the"},{"speaker":"Speaker","startTime":1845.88,"endTime":1847.519,"body":"So nobody's happy."},{"speaker":"Speaker","startTime":1847.519,"endTime":1850.48,"body":"You're not getting paid, and"},{"speaker":"Speaker","startTime":1850.48,"endTime":1851.72,"body":"that he hoped to get."},{"speaker":"Speaker","startTime":1851.72,"endTime":1856.019,"body":"So you try to come to some"},{"speaker":"Speaker","startTime":1856.019,"endTime":1860.319,"body":"some accommodation of of each"},{"speaker":"Speaker","startTime":1860.319,"endTime":1861.799,"body":"resolve the conflict."},{"speaker":"Speaker","startTime":1861.799,"endTime":1863.519,"body":"So somebody puts forward a"},{"speaker":"Speaker","startTime":1863.519,"endTime":1865.22,"body":"suggestion then, well, perhaps"},{"speaker":"Speaker","startTime":1865.22,"endTime":1868.019,"body":"we'll pay half of the fees up"},{"speaker":"Speaker","startTime":1868.019,"endTime":1870.319,"body":"front now and then when you"},{"speaker":"Speaker","startTime":1870.319,"endTime":1872.339,"body":"deliver the products and we're"},{"speaker":"Speaker","startTime":1872.339,"endTime":1873.94,"body":"happy with them, then"},{"speaker":"Speaker","startTime":1873.94,"endTime":1875.519,"body":"immediately we'll pay the other"},{"speaker":"Speaker","startTime":1875.519,"endTime":1876.16,"body":"half."},{"speaker":"Speaker","startTime":1876.16,"endTime":1879.609,"body":"So that looks like a situation"},{"speaker":"Speaker","startTime":1879.609,"endTime":1884.13,"body":"So that's what we would describe"},{"speaker":"Speaker","startTime":1884.13,"endTime":1885.97,"body":"Both parties are happy."},{"speaker":"Speaker","startTime":1885.97,"endTime":1887.009,"body":"Win win."},{"speaker":"Speaker","startTime":1887.009,"endTime":1887.809,"body":"Okay."},{"speaker":"Speaker","startTime":1887.809,"endTime":1889.809,"body":"You could have a dispute or a"},{"speaker":"Speaker","startTime":1889.809,"endTime":1891.769,"body":"conflict in your home with your"},{"speaker":"Speaker","startTime":1891.769,"endTime":1892.41,"body":"kids."},{"speaker":"Speaker","startTime":1892.41,"endTime":1892.849,"body":"Yeah."},{"speaker":"Speaker","startTime":1892.849,"endTime":1894.289,"body":"They want to go out a couple of"},{"speaker":"Speaker","startTime":1894.289,"endTime":1895.25,"body":"nights of the week with their"},{"speaker":"Speaker","startTime":1895.25,"endTime":1895.65,"body":"friends."},{"speaker":"Speaker","startTime":1895.65,"endTime":1896.289,"body":"Who doesn't?"},{"speaker":"Speaker","startTime":1896.289,"endTime":1896.849,"body":"Yeah."},{"speaker":"Speaker","startTime":1896.849,"endTime":1899.329,"body":"They you don't want them to go"},{"speaker":"Speaker","startTime":1899.329,"endTime":1900.049,"body":"the next morning."},{"speaker":"Speaker","startTime":1900.049,"endTime":1902.41,"body":"And you know, the situation they"},{"speaker":"Speaker","startTime":1902.41,"endTime":1903.609,"body":"you have to drag them out of the"},{"speaker":"Speaker","startTime":1903.609,"endTime":1904.289,"body":"bed."},{"speaker":"Speaker","startTime":1904.289,"endTime":1907.41,"body":"They don't do their homework"},{"speaker":"Speaker","startTime":1907.41,"endTime":1909.89,"body":"So you try to negotiate or"},{"speaker":"Speaker","startTime":1909.89,"endTime":1911.25,"body":"discuss it with the kids and"},{"speaker":"Speaker","startTime":1911.25,"endTime":1913.45,"body":"say, okay, look, you can go out,"},{"speaker":"Speaker","startTime":1913.45,"endTime":1915.45,"body":"but only on a Friday evening and"},{"speaker":"Speaker","startTime":1915.45,"endTime":1917.349,"body":"Saturday evening, Monday to"},{"speaker":"Speaker","startTime":1917.349,"endTime":1918.809,"body":"Thursday, you have to stay at"},{"speaker":"Speaker","startTime":1918.809,"endTime":1919.49,"body":"home."},{"speaker":"Speaker","startTime":1919.49,"endTime":1919.97,"body":"Sunday."},{"speaker":"Speaker","startTime":1919.97,"endTime":1921.21,"body":"You have to stay at home because"},{"speaker":"Speaker","startTime":1921.21,"endTime":1923.25,"body":"you've got school the following"},{"speaker":"Speaker","startTime":1923.25,"endTime":1923.569,"body":"day."},{"speaker":"Speaker","startTime":1923.569,"endTime":1925.69,"body":"So Friday and Saturday."},{"speaker":"Speaker","startTime":1925.69,"endTime":1928.529,"body":"But you have to be home at a"},{"speaker":"Speaker","startTime":1928.529,"endTime":1930.17,"body":"So the kids accept that."},{"speaker":"Speaker","startTime":1930.17,"endTime":1930.69,"body":"Okay."},{"speaker":"Speaker","startTime":1930.69,"endTime":1934.13,"body":"So for both parties, the parents"},{"speaker":"Speaker","startTime":1934.13,"endTime":1936.97,"body":"call win win, win win situation."},{"speaker":"Speaker","startTime":1936.97,"endTime":1939.13,"body":"End of the conflict."},{"speaker":"Speaker","startTime":1939.13,"endTime":1941.289,"body":"And finally, when somebody comes"},{"speaker":"Speaker","startTime":1941.289,"endTime":1944.15,"body":"up with a an idea that will end"},{"speaker":"Speaker","startTime":1944.15,"endTime":1946.089,"body":"conflict, then you can simply"},{"speaker":"Speaker","startTime":1946.089,"endTime":1947.17,"body":"say, well, that's really"},{"speaker":"Speaker","startTime":1947.17,"endTime":1947.65,"body":"positive."},{"speaker":"Speaker","startTime":1947.65,"endTime":1949.13,"body":"It's a good suggestion."},{"speaker":"Speaker","startTime":1949.13,"endTime":1951.21,"body":"I look into this and if we can"},{"speaker":"Speaker","startTime":1951.21,"endTime":1952.849,"body":"accept it and it works, then"},{"speaker":"Speaker","startTime":1952.849,"endTime":1953.809,"body":"I'll come back to you very"},{"speaker":"Speaker","startTime":1953.809,"endTime":1955.769,"body":"quickly and perhaps we can just"},{"speaker":"Speaker","startTime":1955.769,"endTime":1956.529,"body":"move on."},{"speaker":"Speaker","startTime":1956.529,"endTime":1958.41,"body":"So it's a good way in how you"},{"speaker":"Speaker","startTime":1958.41,"endTime":1960.17,"body":"can make a suggestion to the"},{"speaker":"Speaker","startTime":1960.17,"endTime":1961.809,"body":"person that you're in conflict"},{"speaker":"Speaker","startTime":1961.809,"endTime":1962.65,"body":"with that."},{"speaker":"Speaker","startTime":1962.65,"endTime":1962.97,"body":"Yeah."},{"speaker":"Speaker","startTime":1962.97,"endTime":1965.569,"body":"Their suggestion is actually not"},{"speaker":"Speaker","startTime":1965.569,"endTime":1966.65,"body":"You think it will work?"},{"speaker":"Speaker","startTime":1966.65,"endTime":1967.93,"body":"Perhaps there might need to be a"},{"speaker":"Speaker","startTime":1967.93,"endTime":1969.21,"body":"few little changes here and"},{"speaker":"Speaker","startTime":1969.21,"endTime":1971.17,"body":"there, but overall it's a good"},{"speaker":"Speaker","startTime":1971.17,"endTime":1972.089,"body":"suggestion."},{"speaker":"Speaker","startTime":1972.089,"endTime":1973.569,"body":"And I look into this."},{"speaker":"Speaker","startTime":1973.569,"endTime":1976.93,"body":"So a nice positive end to the"},{"speaker":"Speaker","startTime":1976.93,"endTime":1979.529,"body":"Okay, so here someone's making"},{"speaker":"Speaker","startTime":1979.529,"endTime":1980.97,"body":"They are they have every"},{"speaker":"Speaker","startTime":1980.97,"endTime":1982.769,"body":"intention of investigating what"},{"speaker":"Speaker","startTime":1982.769,"endTime":1983.93,"body":"has happened."},{"speaker":"Speaker","startTime":1983.93,"endTime":1986.45,"body":"They're warning you that there"},{"speaker":"Speaker","startTime":1986.45,"endTime":1988.93,"body":"consequences of their actions."},{"speaker":"Speaker","startTime":1988.93,"endTime":1992.73,"body":"More positively, the suggestion"},{"speaker":"Speaker","startTime":1992.73,"endTime":1995.049,"body":"both sides or simply."},{"speaker":"Speaker","startTime":1995.049,"endTime":1996.619,"body":"It's a good suggestion."},{"speaker":"Speaker","startTime":1996.619,"endTime":2000.5,"body":"And you promise or you undertake"},{"speaker":"Speaker","startTime":2000.5,"endTime":2002.059,"body":"Okay."},{"speaker":"Speaker","startTime":2002.059,"endTime":2002.42,"body":"Okay."},{"speaker":"Speaker","startTime":2002.42,"endTime":2006.18,"body":"Let's finally look at responding"},{"speaker":"Speaker","startTime":2006.18,"endTime":2007.74,"body":"And we've got two ways here."},{"speaker":"Speaker","startTime":2007.74,"endTime":2012.019,"body":"We've got a negative way to"},{"speaker":"Speaker","startTime":2012.019,"endTime":2012.259,"body":"Okay."},{"speaker":"Speaker","startTime":2012.259,"endTime":2014.94,"body":"So let's take the negative first"},{"speaker":"Speaker","startTime":2014.94,"endTime":2016.7,"body":"So let's take the situation"},{"speaker":"Speaker","startTime":2016.7,"endTime":2018.7,"body":"where you're getting bombarded"},{"speaker":"Speaker","startTime":2018.7,"endTime":2021.359,"body":"with emails and letters and"},{"speaker":"Speaker","startTime":2021.359,"endTime":2024.619,"body":"calls and texts about some new"},{"speaker":"Speaker","startTime":2024.619,"endTime":2027.42,"body":"wonderful broadband connection"},{"speaker":"Speaker","startTime":2027.42,"endTime":2029.099,"body":"or something to do with the"},{"speaker":"Speaker","startTime":2029.099,"endTime":2029.66,"body":"internet."},{"speaker":"Speaker","startTime":2029.66,"endTime":2032.98,"body":"And they're bundling all these"},{"speaker":"Speaker","startTime":2032.98,"endTime":2034.819,"body":"just really, really fed up."},{"speaker":"Speaker","startTime":2034.819,"endTime":2035.74,"body":"You don't understand it."},{"speaker":"Speaker","startTime":2035.74,"endTime":2036.779,"body":"You don't want to change."},{"speaker":"Speaker","startTime":2036.779,"endTime":2039.22,"body":"You're happy with the provider"},{"speaker":"Speaker","startTime":2039.22,"endTime":2042.339,"body":"So finally, you either right, or"},{"speaker":"Speaker","startTime":2042.339,"endTime":2045.22,"body":"say, look, I'm not interested."},{"speaker":"Speaker","startTime":2045.22,"endTime":2049.42,"body":"And I would really appreciate it"},{"speaker":"Speaker","startTime":2049.42,"endTime":2050.3,"body":"about this again."},{"speaker":"Speaker","startTime":2050.3,"endTime":2053.26,"body":"So that's really telling them,"},{"speaker":"Speaker","startTime":2053.26,"endTime":2054.989,"body":"I want no more emails."},{"speaker":"Speaker","startTime":2054.989,"endTime":2056.63,"body":"I want no more texts."},{"speaker":"Speaker","startTime":2056.63,"endTime":2058.349,"body":"I want no more calls."},{"speaker":"Speaker","startTime":2058.349,"endTime":2061.15,"body":"If I want to change, I will"},{"speaker":"Speaker","startTime":2061.15,"endTime":2063.789,"body":"But if I want to change, I will"},{"speaker":"Speaker","startTime":2063.789,"endTime":2065.63,"body":"You don't need to bombard me."},{"speaker":"Speaker","startTime":2065.63,"endTime":2069.949,"body":"So this is a very, very straight"},{"speaker":"Speaker","startTime":2069.949,"endTime":2073.909,"body":"I'm not interested, and I would"},{"speaker":"Speaker","startTime":2073.909,"endTime":2076.11,"body":"to contact me about this again."},{"speaker":"Speaker","startTime":2076.11,"endTime":2076.789,"body":"Full stop."},{"speaker":"Speaker","startTime":2076.789,"endTime":2077.429,"body":"End of story."},{"speaker":"Speaker","startTime":2077.429,"endTime":2079.15,"body":"Go away and leave me alone."},{"speaker":"Speaker","startTime":2079.15,"endTime":2081.03,"body":"That's exactly what it means."},{"speaker":"Speaker","startTime":2081.03,"endTime":2085.349,"body":"Now, on a more positive way, you"},{"speaker":"Speaker","startTime":2085.349,"endTime":2086.59,"body":"hear more about this."},{"speaker":"Speaker","startTime":2086.59,"endTime":2089.07,"body":"I don't really have the time at"},{"speaker":"Speaker","startTime":2089.07,"endTime":2092.11,"body":"appreciate it if you could send"},{"speaker":"Speaker","startTime":2092.11,"endTime":2093.949,"body":"So that's a much more positive"},{"speaker":"Speaker","startTime":2093.949,"endTime":2095.07,"body":"approach, but it's only a"},{"speaker":"Speaker","startTime":2095.07,"endTime":2096.989,"body":"positive approach if you really"},{"speaker":"Speaker","startTime":2096.989,"endTime":2098.11,"body":"want to hear about it and you"},{"speaker":"Speaker","startTime":2098.11,"endTime":2098.989,"body":"really want to get some"},{"speaker":"Speaker","startTime":2098.989,"endTime":2101.57,"body":"information, perhaps it's a new"},{"speaker":"Speaker","startTime":2101.57,"endTime":2103.07,"body":"model car that you're looking"},{"speaker":"Speaker","startTime":2103.07,"endTime":2103.269,"body":"at."},{"speaker":"Speaker","startTime":2103.269,"endTime":2105.949,"body":"So yeah, I'd like to hear about"},{"speaker":"Speaker","startTime":2105.949,"endTime":2108.15,"body":"I don't have the time at the"},{"speaker":"Speaker","startTime":2108.15,"endTime":2111.59,"body":"appreciate it if you could send"},{"speaker":"Speaker","startTime":2111.59,"endTime":2116.63,"body":"So a positive way of responding"},{"speaker":"Speaker","startTime":2116.63,"endTime":2118.71,"body":"which we can respond to offers."},{"speaker":"Speaker","startTime":2118.71,"endTime":2122.829,"body":"Okay, so what we've been looking"},{"speaker":"Speaker","startTime":2122.829,"endTime":2124.23,"body":"will help your speaking."},{"speaker":"Speaker","startTime":2124.23,"endTime":2127.989,"body":"And these are expressions and"},{"speaker":"Speaker","startTime":2127.989,"endTime":2130.55,"body":"you're talking about different"},{"speaker":"Speaker","startTime":2130.55,"endTime":2133.389,"body":"And they can be conflict in your"},{"speaker":"Speaker","startTime":2133.389,"endTime":2135.389,"body":"They can be conflict with your"},{"speaker":"Speaker","startTime":2135.389,"endTime":2138.469,"body":"They can be conflict from a"},{"speaker":"Speaker","startTime":2138.469,"endTime":2140.269,"body":"them you can amend and adjust."},{"speaker":"Speaker","startTime":2140.269,"endTime":2143.309,"body":"So you know the drill by now you"},{"speaker":"Speaker","startTime":2143.309,"endTime":2145.71,"body":"If you have any problems, you"},{"speaker":"Speaker","startTime":2145.71,"endTime":2150.75,"body":"You can contact me on"},{"speaker":"Speaker","startTime":2150.75,"endTime":2152.11,"body":"Very happy to hear from you."},{"speaker":"Speaker","startTime":2152.11,"endTime":2153.59,"body":"Very happy to provide you with"},{"speaker":"Speaker","startTime":2153.59,"endTime":2154.869,"body":"some more information and some"},{"speaker":"Speaker","startTime":2154.869,"endTime":2156.389,"body":"more examples where they're"},{"speaker":"Speaker","startTime":2156.389,"endTime":2157.07,"body":"appropriate."},{"speaker":"Speaker","startTime":2157.07,"endTime":2158.869,"body":"Okay, so this is Harry thanking"},{"speaker":"Speaker","startTime":2158.869,"endTime":2160.03,"body":"you for watching, thanking you"},{"speaker":"Speaker","startTime":2160.03,"endTime":2160.789,"body":"for listening."},{"speaker":"Speaker","startTime":2160.789,"endTime":2163.75,"body":"And just to remind you, join me"}]}