MyEnglishTutor

Your Professional English Explained, and Trained!

CONTENTS

GETTING STARTED
CLIENT RELATIONS
EXTERNAL RELATIONS
LEADER RELATIONS
PEER RELATIONS
TEAM RELATIONS
VISITOR RELATIONS
INTERVIEWER RELATIONS
WRITTEN RELATIONS

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GETTING STARTED

MAKING FIRST CONTACT

“How do you do. You must be Zhou. I am Jason.”

// Explained: How well you make first contact depends on how you use language to build bridges to existing or future relationships. Words can soon dry up and a silence can settle unless you engage from the start in a round of formalities and informalities.

EXPECTED

You must be Troy. Hi. I am Jason Jones. I’m pleased to finally meet you. We’ve spoken on the phone.

Excuse me, are you Mr. Johnson? Pleased to meet you. My name is Susan. I’m Mr Smith’s assistant.

UNEXPECTED

Let me introduce myself. I’m John Smith. I’m the manager for Human Resources.

What is your name? Sorry, I didn’t catch your name?

ICE BREAKERS

Pleased to meet you. How are you?

It’s a pleasure. You’re welcome. How are you doing?

TAKING LEAVE

It was a pleasure to meet you.

Likewise. It was nice talking to you.

DEVELOPING COMPREHENSION

“I am sorry, but I didn’t quite get that.”

How well you make first contact depends on how much you understand language to engage from the start in a round of formalities and informalities.

EXCUSES, EXCUSES

Excuse my poor English. Can I ask you to repeat that please?

What do you mean by that? I’m sorry, I don’t understand.

Trained Examples
Could you repeat that? Could you help me, please?
Please, slow down. What did you say?
Could I ask you to say that again?
If I understood correctly you said that we need to finish the project by the end of May.
My English is not very good. Can you speak more slowly, please?
I am really sorry but I don’t know what to do. Could you help me, please?
I’m sorry, I don’t understand the word, ‘STAKES’.
I’m sorry, I can’t understand you very well.
Please speak slowly, it’s difficult for me to understand.
I’m sorry, I don’t understand what you are saying because my English is not very good

GET, CATCH AND FOLLOW

I’m sorry. I didn’t catch what you said. Could you repeat that, please?

I am sorry, but I didn’t quite get that.

Trained Examples
I didn’t catch that. Could you just repeat it?
I’m afraid I’m having difficulty with your accent.
I can’t follow you when you speak so quickly. Can you make an effort to speak more slowly?

REFORMULATING

Can I just check I understand?

I’m sorry. Are you asking for my name ?

Trained Examples
What are the most interesting places to visit in Texas?
I’m sorry but we were caught up in traffic.
I understood that you, but I didn’t understand the word ‘PARTY’.

EXPRESSING DATES AND TIMES

“What time suits you the best?”

// Explained: Time is of the essence when it comes to arrangements. If you mistake a date or time, or an intention like ‘make or can’t make it’, it will leave you in an embarassing situation. Date and time format are key to a clear understanding: are we talking 12 or 24 hr time? In written English, we need to distinguish British and American formats.

WHAT’S THE TIME? WHAT TIME?

What time suits you the best ?

When are you available for the reservation?

Trained Examples
What time would you like to book a table?
OK, what other times do you have available?
Is it possible to make an appointment for Monday 28 October at 7.20 pm?
Shall we meet on the fifteenth at 3.00?
Is Friday the thirteenth suitable for you, say at 10.00?
Would you be available on the twenty-fifth at 10 AM?
Excuse me, could you tell me the time when the meeting begins?
Are you available on Monday next week ?
Would the 23rd be possible or do you prefer another day?
Can we deliver on the 21st or the 22nd of May?

12-HOUR TIME

It’s half past ten

It’s 10.30 pm.

Trained Examples
The meeting starts at 9 O’clock.
We are meeting at a quarter to eight this evening.
Can you make it for four o’clock tomorrow?
It is about twenty to nine.
It happened during the night at about quarter past three in the morning.
We should finish lunch by quarter to two.
I usually start work at eight thirty and finish at half past five.
Can we start the meeting at a quarter past eleven?
I have to cancel another appointment at eleven am !

24-HOUR TIME

See you at the canteen at 12.15.

I have to get the seven seventeen train leaving on platform 11.

Trained Examples
It is eleven oh six.
It is seven forty-five.
I always catch the seven twenty train, in the morning, which gets me in at five to eight.
It is ten after six.
The film starts at 7 o’clock.
I am available (free) at 9AM.

DATES

The company was founded in October 2004, on the the fifth of October, to be precise.

Nineteen eighty four is a famous novel by George Orwell.

Trained Examples
Our next meeting is on Monday October twelfth, at nine am.
2009 was a vintage year for Bordeaux wine.
By twenty fifty the population of Africa will be about two billion people.
Twenty eleven was an important year for the company.
Bill Clinton was born on August nineteen, nineteen forty-six, in a little town called Hope in Arkansas.
The company was founded in 2004, on October 5th, to be precise.
The company was created in Nineteen Ninety Seven.
In 'Ninety Seven we had a good year.
I was born on the Twenty Fourth of May, Nineteen Eighty Six.
I started work here in Twenty Ten.
In the Nineties there were a lot of problems.
The Seminar will be over three days: the first, second and third of July.
They will be here next week and the week after next.
My birthday is November first.
What about the meeting on the second (2nd) of July? Will you be available?
Could we meet on Monday at 10:30 instead of tomorrow at 9:00am?
Are you available on December second ?
May I suggest the 23rd (twenty-third) of October instead of the 19th (nineteenth)?

DESCRIBING YOUR WORK

What do you do? Or What are you doing? are two quite different but related questions. One asks about routine, the other about one-off actions.

I work, lead, manage, train, supervise, head up, coordinate …

I *train employees to use our software.
I *manage a team of 15 people for medical research.
I have a very good job.
I *lead a team of six people.
I receive a good salary.
I make a good living.
My wages are reasonable. I *earn good money.
I am a new employee. I only started last week.
The office I work in is one of seven departments in the company.
I’m the assistant to the company lawyer.
I’m hoping to move up the career ladder very quickly.
She’s a front line manager.
He’s the supervisor.
My manager *heads up a dynamic team.
I have been working with the company for the past ten years and I am still enthusiastic about my job I am responsible for EMEA.
In addition, my role is to establish relationships and sign contracts with the companies who offer the best combination of price and service.
In a nutshell, I am responsible for the security and logistics of the sites in terms of the movement of stocks and personnel.
I do cancer research
I am a Sales Manager covering Europe and the Middle East.
I sell medical apparatus to hospitals.
I’m a project leader and I am responsible for all new projects.
I’m the Sales Manager. I am in charge of 5 people.
I’m in Production. There are 12 people in my team.
I’m a project leader. I am currently working on 2 important projects.
I handle many telephone calls.
I am assistant to the Director of the company.
I start work at 9 o’clock.
I’m responsible for putting the orders into the database.
I’m in charge of paying suppliers’ invoices.
First, I want to explain what I do.
I work just under the CEO.
I am a buyer in the Technical Department
I’d like to explain my team’s activity
I would like to briefly explain my job.
I am the site manager.
I’m also in charge of paying suppliers’ invoices.

ROUTINES
First thing in the morning, I check the email and answer the most urgent.
I normally stop for lunch at 1 pm. I eat at the canteen and start back at 2.
I take a coffee break mid morning and in the afternoon.
I participate in meetings every week with all the people involved in the project.
Once a month I take part in a conference call with our office in Germany.
I normally stop for lunch at 1 pm. I eat at the restaurant and start back at 2.
The main rush comes between 7am and 10am.
First thing in the morning, I check my email and answer the most urgent ones.
I handle many telephone calls and I answer a lot of enquiries.
I handle balancing the accounts at the end of the day.
I start work at 9 o’clock and that means leaving my house half an hour before in order to accommodate the traffic.
My typical day mainly consists of …
I work independently, but consult other people before making certain decisions

INTRODUCING OTHERS

Let me introduce you to John. John works in Accounts. John, this is Michael, who is one of our suppliers.

Trained Examples
Helen, this is Patricia from the US office. She’s with us for a couple of days. Helen is our HR manager.
Can I introduce you to Sylvie? Sylvie, this is Robert, one of our production managers. Sylvie is visiting from Head
Office.
Richard, I want you to meet Audrey. She’s my assistant and keeps the wheels turning. I couldn’t do without her.
I think you met Juan last year at the Conference. Juan is in R&D.
John, let me introduce the sales team. This is Michael, he covers our main accounts. Fred has the North East of
France and Susan who covers the West.
May I present Jean-Philippe Flak, our Managing Director.
Can I introduce you to Paul Henri, one of our suppliers.
He’s only just started to work with us and I’m showing him around the factory.
I think you know everyone apart from Nathalie who has recently joined the team.
Nathalie and her husband have only just moved to Lyon from Paris.
I would like you to meet Mr. Ericson. He’s the new Shift Manager.
Would you like to meet my colleagues?
Natalie, this is Jean Dupont. He is a technician. He works in Marseille.
This is Jean. Jean works in the HR department and he takes care of employees’ salaries.
Let me introduce you to Marie. Marie is the head of the accounting department and she has worked at Lima for 7 years.
May I present Jean-Philippe Flak, our Managing Director. He has been with the company since its inception
I think you met Jacques last year at the Conference. He is in R&D where he works as an architect.
Have you met Jenny? She is new to our team and works with the buyers.
Hello, it’s lovely to finally meet you!
May I present Jean-Philippe Flak, our logistics guy.
I think you met Juan last year at the Conference. Juan is in R&D and he has been working with the company for the past five years.
Do you know Philip? He’s the head of our Finance team. Philip, this is Michael Smith, one of our main customers.
I would like to introduce my colleague …

ASKING COMMON QUESTIONS

Where were you born?

Where do you come from originally?

Trained Examples
Do you like French food?
Do you eat meat?
Do you live in an apartment or a house?
When do you start work?
How far is it from here to town?
Had you eaten in this restautant before?
How long have you worked here?
Where does your husband work?
How many times have you been here?
Does it take you long to walk to work?
May I have another coffee?
Would you like to see a menu?
Would you like something to drink?
Where are you from ?
How long have you been with Burger King ?
Would you like ice in your drink?
Are you making a new film?
Where are you from?
Can you explain to me why the delivery is always late?
What is the reason for this?
Where do you live ?
Do you speak French?
Are you a sports fan?
How long have you worked for xxxx?
Have you lived in Canada?
How far are you from the city?
How long have you lived there?
Do you want to stay in the same hotel for the weekend or change hotels?
Which hotel would you prefer to stay in ?
I can arrange a taxi or driver for you if you like?
Do you have any preference in which hotel you stay in?
Do you plan to fly together?
Where are you going today?

DESCRIBING YOUR CAREER PATH

BEGINNING

My first job after finishing school was as a Temp.

I joined the company in 2003.

My main responsibilities in my first job were…
I started working when I was 22 and received my diploma in…
I began working in X in 1997

TRANSITIONS

I decided to take some courses in …

It took me six months to find a new job.

Trained Examples
After three years, I was transferred to the HR department
In the future I would like to…

ENDINGS

My manager left suddenly and I was promoted to his position.

The company closed down and I was laid off.

Trained Examples
My boss retired and I was promoted to his position.
I resigned to join my present company.
I increased the customer base by 50%.

TALKING ABOUT RECENT PAST

I spent 2 weeks in Tunisia.

I went to London last week.

Trained Examples
I saw the the Grand Canyon.
My family and I stayed at a bed and breakfast.
We had fun at the national zoo.
We enjoyed the Broadway show.
I bought some T-shirts and jeans.
We went sailing along the coast of Brittany.
I swam in the sea and lay on the sand.
We ate at a seafood restaurant.
We got around the city on foot.
We stayed at a camp site in Croatia.
I spent one week in Croatia.
I saw some interesting places.
I bought some T-shirts and jeans and other souvenirs.
We had so much fun my head is still spinning and I can’t wait to go back.
I spent two wonderful weeks in Tunisia, it was absolutely splendid.
I went to Amsterdam with two friends

REQUESTING

PERFUNCTORY

I’m running late, I must get going !

I am just finishing this report then I’ll leave the office.

Trained Examples
I’m not available, I’m having lunch with a restaurant manager
I’m going to Marseille
Can I have some pepper?
Can I have a replacement delivery note sent to me?
I’m waiting for a delivery note, then I can sign for the order.
Is it possible to deliver later today?
Send me it later.

POLITE

Can I use your phone?

May I smoke in here?

Trained Examples
Would you mind if I brought a friend?
Is it possible to give my answer tomorrow?
Can I sit here?
I would like the steak.
Can you let me have a copy of the file?
I’m sorry I’m having an English lesson, can you call back later?
I’m waiting for a delivery and then I’ll get back home.
Can you help me?

MORE POLITE

Could I possibly ask you to help me move this desk over there?

I would like to invite you to dinner.

Trained Examples
Do you mind getting me some tea?
I was wondering if I could reserve that table in the corner?

TAGS
…, would you mind?
…, could I?
…, may I?
So can I?

INVITING

LUNCH

Can I invite you to lunch? Shall we say 12 o’clock? Does that suit you?

Shall we have lunch together?

Trained Examples
Shall we eat together at lunch time?
Would you like to have lunch with me?
I would like to invite you out to lunch as a thank you for your hard work
Would you like to have dinner with me?
When are you available for dinner?
Do you fancy coming around to my place on Sunday for a spot of lunch?

SUPPER

It’s nothing fancy but if you’d like to join us for supper on Friday?
See you Friday then.

DINNER

Are you free on Saturday for dinner? I would love it if you could come.

Trained Examples
Would you like to come to my home for dinner?
I’d like to invite you to a dinner party next weekend.
My wife and I are having some friends around for dinner on Saturday and we would like you and your wife to join us.

MEETING FOR A DRINK

You have all worked really well on the project. Let’s celebrate: the drinks are on me.

We would like to invite you to visit us at the office and meet the team.
What are you doing at the weekend?

OFFICE PARTY

We’d be very happy if you could come to John’s retirement party. It’s a special occasion.

I am having a party on Saturday and I’d like you to come.
You can bring … if you like?
Why don’t you come too?

ACCEPTING OR REFUSING INVITATIONS

“It sounds like a splendid idea.”

ACCEPTING

It sounds like a splendid idea.

I would love to.

Thanks. I’d really love to work on the project with you.
I would be delighted to have dinner with you.
Great. That sounds good. Shall I bring a bottle?
That sounds great! When shall I meet you?
Great. That sounds good. What time shall we meet up?
I would love to come to your daughter’s birthday party. What time does it start?

DECLINING

Oh. I would have loved to, but I already have plans.

Trained Examples
That would have been lovely, but I’m in Paris. Perhaps another time.
If only you’d have asked me yesterday, I would have said yes.
No. we can’t, I’m afraid. We are already committed.
Oh dear it sounds marvellous but I don’t think we’ll be able to get a babysitter, at such short notice.
What a pity. Unfortunately, I’m away that weekend. But let’s do it another time.
I would love to come to the party, but unfortunately I am working for the entire weekend
I would love to accept your invitation, but not in July, only August.
I would love to have lunch with you especially since I haven’t seen you since high school, this could be a great opportunity to catch up.
I’m sorry, but I won’t be able to come. Can we meet some other time?
I’m afraid I can’t make it.
Unfortunately, I have something scheduled at that time and I can’t make it.
I am sorry, but I am busy at that time.

ENDING DISCUSSIONS POLITELY

“I’m glad we had the opportunity to talk together”

It was good to meet you.

Trained Examples
It was good to see you again.
Well, we certainly have covered a lot of ground today.
Thanks for all your help.
I’m glad we had the opportunity to have a discussion.
It’s a pity we don’t have any more time. It’s been really interesting.
I’ll be in touch soon.
Let’s arrange another meeting as soon as we can.
I’ll ring you before the end of the week.
I didn’t realise what the time was. I must dash.
Keep in touch. It’s been very useful today.
I need to be in another meeting in five minutes. Can I ring you back?
That about covers everything so why don’t we stop there.
Let’s meet later to discuss this.
I don’t mean to be rude but I have to leave right now.

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CLIENT RELATIONS

CONTENTS TABLE CLIENT RELATIONS

SELLING | CALLING | PRESENTING| NEGOTIATING | TRAVELLING | HELPDESK | BANKING

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SELLING

DESCRIBING YOUR COMPANY

We’re/ My company is …

Trained Examples
the fastest-growing
the leader in the field of
possesses the skills and experience
spearheaded
sets trends
specializes in
has the know-how
leads the way
is Europe’s largest

FIRST IMPRESSIONS COUNT

// Explained: If you have just launched a new business and is looking to make a great first impression on prospective customers, then it is essential to create a powerful company profile.

• It presents an opportunity for the prospective buyer to know about the company and enable direct interaction with the sales and marketing teams of the business.

• The company profile acts as an informative dossier that highlights what the business stands for and what serves as a road map for growth.
  a powerful company profile includes

• Describe the nature of your business and list the marketplace needs that you are trying to satisfy.

• Explain how your products and services meet these needs.

• List the specific consumers, organizations or businesses that your company serves.

• Explain the competitive advantages that you believe make your business a success such as your location, expert personnel, efficient operations, or ability to bring value to your customers.

If you refer someone to your company website

If the company profile is being created for the business website, then it must be carefully structured so that users will find all the important information like company address, contact details, management team etc. on sections like the ‘about us’ page.

OFFER WHAT THE CLIENTS WANTS

// Explained: It is important to list in a sales letter what you have to offer. However, no matter how good your product or service is, the truth is that you won’t persuade anyone that they want or need to buy what you’re offering unless you clearly understand what it is your customers really want.

Knowing and understanding customer needs is at the centre of every successful business, whether it sells directly to individuals or other businesses.

Brainstorm with the student five things one should know about one’s customers to be able to make a successful offer.

Know who they are:
Find out what size and kind of business they are. For example, are they a small private company or a big multinational?

Know what they do:
It helps to have an understanding of what their business is trying to achieve.

Know why they buy:
If you know why customers buy a product or service, it’s easier to match their needs to the benefits your business can offer.

Know when they buy:
If you approach a customer just at the time they want to buy, you will massively increase your chances of success.

Know their budget:
You’ll be more successful if you can match what you’re offering to what you know your customer can afford.

WHY YOUR BUSINESS IS THE BEST

// Explained: It is not only important to list what you have to offer, but it is also important to make a good offer, for example, offering the customer a discount. Ask the student to come up with four phrases that help emphasize why his/her business is the best choice.

Examples:

• Our company has a wide range of products to suit all your requirements.

• If you order in the next month, we can offer you a discount of up to 20%.
• We can take the right steps to fit all your needs.
• Our company offers a more efficient way for you to keep your costs down.
• We could help rise your profits by 50%.

WRITING WITH IMPACT

// Explained: What should you pay attention to when writing the salutation? What is so important about the headline? etc.

Salutation: Discover the correct contact details by calling the secretary. The old convention was to use Sir or Madam if you’d not spoken to the person before, but nowadays it’s also okay to use Mr/Mrs/Ms.

Headline: The headline is extremely important because it has a strong influence on whether the recipient will read on or not. One should take time to refine it into a really powerful and meaningful statement or question.

Credibility statement: Refer to significant and beneficial activities of your company in areas/sectors/industries relevant to the target’s business. Use references that you believe are likely to be the most unique and beneficial and relevant. Focus on a single theme and result - do not try to list lots of benefits. As a general rule, be specific but not detailed, and be broad but not vague.

How and why statement: Explain how the benefits are derived. Keep it general, concise and brief. This is a good place to imply or suggest the uniqueness of your capabilities. It is useful to suggest or state that your company is ‘the only’ company able to do whatever you are claiming. Uniqueness can be very helpful.

Action: What you will do next? Normally say that you’ll telephone in due course.

Sign off: Use “Yours sincerely” if you’ve started with a Dear Mr/Mrs/Ms (name), and “Yours faithfully” if you’ve started with Dear Sir or Madam.

What about your company?

FIRST CONTACT

“I am trying to reach … I am calling to talk to”

APPROACHING LARGER COMPANIES

Could you put me through to the person in charge of

Could you tell me who the … is?

Trained Examples
I understand that … is in charge of …

DEALING WITH GATEKEEPERS

Who are you?

We work across a wide spectrum of businesses.
We work with small and large scale firms.
We specialize in providing specialist services to companies like yours.
We are part of a European network of organisations.

What’s it concerning?

I’m calling you today about a range of new products.

We can help you to make your products and services more profitable.

Right person, wrong time

Can you call back later?

Can I take the direct line?

Trained Examples
In that case, I’ll call back later.
Thank you for your help.

WARM-CALLING: CONTACT KNOWN

I have been instructed / asked to contact Mr. Marks with a special offer.

Could you give me his contact details?

Trained Examples
At what time would you suggest I call back?
I look forward to meeting you in person.
Hello, this is Walter Strong from IPC.
Could you tell me who the training manager is?
Could you put me through to the person in charge of Human Resources please?
I am trying to reach Francis Dupuis, the training manager.
I understand that Mr. Atkins is in charge of Finance.

NEXT STEPS
Perhaps we could plan a meeting to discuss things further?
Could you put me through to the person in charge of staff training?

INTRODUCTIONS

Introducing yourself, making an appointment to meet

“Could we meet to talk about this?”

INTRODUCTIONS

My name is Mallory. I work for Value Solutions, a company based in Paris, France.

Trained Examples
I’m calling you because my firm specializes in marketing solutions to help companies maximize their client base.
We lead the market in this segment.
I am a Sales Manager covering Europe and the Middle East.
I’m responsible for direct sales and merchandising.
I would love to have the opportunity to learn more about your company.
This is Mary Lynch from Leyton Accessories.
We employ 8,000 people all over the world and have 25 production sites.
We have just merged with an American company.
As your contact point in France, I am always available for you.
I was referred to you by Geena Davis who is one of our graduates and also works in your Training Department.
I’m calling about your ad in the newspaper.
We are unique in the market for this technology.

TRIAL APPOINTMENT

Could we meet to talk about this?

May I suggest that we get together next week.

Trained Examples
I would be very pleased to come and present our products and services.
I’d like to take this opportunity to further discuss your needs.
It would be great if we could meet to discuss this further.
I’d appreciate the opportunity to meet before the end of the month.
I would appreciate the opportunity to meet before the end of the month.
I can meet you where and when you like.

MAKING THE APPOINTMENT

Could you attend a meeting on the 30th?
I’m scheduling a meeting:
Are you free on the 30th?

Trained Examples
Can you make it on the 30th?
Can you be there on the 30th?
Are you available on the 30th?
How does your schedule look on the 30th?
Is the 30th good for you? (more informal)
Does the 30th work for you? (more informal)

CONFIRMING THE APPOINTMENT

“I am looking forward to meeting you and visiting your site for the first time.”

Trained Examples
I would like to confirm our appointment for next week.
I have a GPS, but I’d appreciate it if you could also send me some directions.
Our meeting next Thursday is still good for you?
Just to remind me where you are, do I come off the freeway at Exit 4 or 5?
As we agreed, I’ll be at reception waiting for you.
I’d like to confirm our appointment for next week.
I would like to confirm our appointment for 10 November and you will be coming with Christine.
As we agreed last week , I am calling you back this afternoon

DIRECTIONS/ NO DIRECTIONS

Could you let me have a map to help me find you?

Unfortunately my SATNAV is on the blink.

Trained Examples
Could you tell me exactly where you are in the zone?
Will Mr. Madison be attending the meeting? You said he might.
I’ve already visited your premises, thank you.
I know exactly where the plant is located, thank you.
I am looking forward to meeting you and visiting your site for the first time.
I know that area of Maryland very well. I’ll be able to find you easily.
I was actually raised near you.

ARRIVING FOR THE MEETING

“It’s great to have a chance to meet you at last.”

INTRODUCTIONS

I’m delighted to meet you.

It’s great to have a chance to meet you at last.

ICE BREAKERS

How’s the weather where you are?

Could you tell me exactly where you’re from in the UK?

GETTING TO THE POINT

First off, I’d like to thank you for giving me this opportunity to meet you.

Now, without more ado, I’ll briefly run through our product line for you.

Trained Examples
To give you a short overview of my company, let me start by giving a little background.
I’d like to find out more about your interests so that I could suggest a program.
My intention today is to give you an update on the latest developments.
How much time do we have? I have quite a lot to get through
My intention today is to get a clear picture of what you are looking for.
Allow me to briefly present some key facts about my organisation.
Right, that’s enough about me. Let’s talk more about what we can offer.
I appreciate you giving me the time to present my company and our different product ranges.
Would you like to kick off or shall I?
How much time do we have?
I don’t wish to take up more of your valuable time than is necessary.
Let me get straight to the point.
With your agreement I would like to start by asking you a few questions.
Let me fill you in about my own role.

ASKING QUESTONS

“I’d very much like to understand your needs better.”

Who are your main customers?
Are you looking to increase customer confidence?

Trained Examples
Is it increased shelf-life that you are after?
What are you looking for in a supplier?
I’d very much like to better understand your needs.
What problems have you encountered with suppliers in the past?
Who are your main competitors?
Could you tell me more about the history of your organisation?
What distinguishes your company from its competitors?
Do you mind if I ask you a few questions?
Could you be more precise, please?
We want to know exactly what your needs are.
Are there any penalties for late delivery?
How can I help you to improve your sales figures?
I’d very much like to understand your needs better.
I’m interested in knowing more about…?
Could you tell me a little more about…?

PRESENTING PRODUCTS

ABOUT OUR COMPANY

Your business could greatly benefit from our services.

Our credo is to put the customer at the centre of our preoccupations.

Trained Examples
I would like to present you with the benefits of these products.

ABOUT OUR PRODUCT

The process is no doubt similar to what you are used to.

Trained Examples
We provide a reliable backup plan.
This equipment enables you to optimise the process.
You will reduce delivery time and be able to add capacity.
It will prevent problems from happening again.
Shelf life is increased in this way.
One of the benefits of this product is.
The active ingredient is exclusive and unique for the following reason
In choosing our product range, you will be making an investment for the future.
This process reduces the leadtime.
This is because the cost of materials is increasing.
Let me explain why we are the company best suited for this project.
One benefit of a system like this is that you will be able to synthesize your processes.
And this in turn will give you the edge over your competitors.
This gives you a cost effective and flexible solution.

ABOUT OUR SERVICE

Our meticulous attention to detail means that you will receive the highest level of service.

You are looking for reactivity and we can provide it.

Trained Examples
This means that wherever you need assistance, we can be there to help.
We will ensure that you receive the highest level of service from our company.

ABOUT OUR RESULTS

You should definitely take advantage of this unique offer.

The plans for the new point of sale are coming along nicely

Trained Examples
We are very pleased with the results so far.
Well, the good news is that our customer numbers have exceeded expectations.
Did sales go up before Christmas? We saw a rise in sales in the last quarter.
There was an increase in sales during the clear-out sale.
We witnessed a lot of growth last year.

Down: go down | decrease | decline | fall | drop

Typically, sales go down in the first quarter.
There was a decrease in sales last year.
We witnessed a decline in sales at the end of the third quarter.
The drop in sales was much greater than we expected.

Up: rise | go up | increase | growth | to pick up again fast | to reach a peak | to meet projections

to go up and down unpredictably

to fluctuate
to stabilize
to recover quickly
to reach a high point
to level off
to experience a lull
to have a slow period
to fluctuate
to start off slowly
to get off to a poor start
to do as well as expected

ANSWERING QUESTIONS

“We outperform all our competitors.”

Trained Examples
It would be dependent on a number of factors.
It is exactly the same price, if you take delivery into account.
The product is used primarily for industry.
The product is composed of three elements.
Firstly, I would highlight the versatility in its application.
Secondly I would mention how effective it is.
The product is extremely useful.
It works very well where other products are less effective.
All our products are one hundred per cent natural.
If you are seeking to get a discount, maybe I can do something.
Bench tests consistently place our products amongst the best on the market.
I can’t give you an immediate answer to that, but I will get back to you with a clear response.
Prices are high at present owing to rises in raw materials.
We outperform all our competitors.
We might be in a position to consider a discount.
We are currently working on a new range.
In the future, prices will almost certainly rise.
We can offer you a comprehensive maintenance program at a competitive price.
All our products carry a standard warranty.
We’ve several guarantees for you to choose from, to offer you a package that is right for you.
I’m confident that when you look around you’ll see that we are offering a top-notch solution.
We are offering a one-stop solution.
Our approach is the same for all of our clients.
We recommend that you train up at least two of your people for this.
The operator needs to be trained to use the equipment.
Our safety record is one of the best in the business.
We regularly conduct trials at our testing facility.
We can train your technicians to maintain the equipment.
Our commercial offer doesn’t include transport.
The mechanical properties of the panel remain unchanged.
The demand in this area has been growing steadily.
There are two main product ranges.
We have several guarantees for you to choose from, to offer you a package that is right for you.
Secondly I would like to mention how effective it is.
Let’s do another portion analysis to see if we can get these costs under control.
I’d like to suggest that we speak to our suppliers about pricing.
We have several sauces that we could put on it.
Secondly I would mention how delicious it is.
It is exactly the same price, except there is no meat.
One of the most popular games at the casino is…
There are so many options, the course is extremely versatile.
We would definitely adapt it to your needs.
It will be important for potential interns to see the value in the internships you’re offering.
Potential interns need to see that your company has a strong, viable future.

MAKING COMPARISIONS

Our prices compare very favorably with our competitors’.

Trained Examples
You need to compare like with like.
It all depends on what you are comparing.
Our time to market is second to none.
Although we are perhaps not the fastest, we are the most thorough.
If you look at today’s market, you won’t find a better offer.
We can get the goods to you more quickly than your current suppliers.
We can offer you a better return on investment than what you are currently paying.
Whatever you are paying now, we are prepared to offer your a better rate.
We are in the top ten companies in the world specializing in this field.
This is quite simply the best product on the market.
We are introducing an exciting new concept to this market.
We are enthusiastic about the prospects for our product.
If you look at today’s education market, you won’t find a better offer.
We rank among the top thirty MBA programs worldwide.
We are the only company in the market who offers such cutting edge technology.

CLOSING THE SALE

“Can we go ahead?”

So, we have a deal?

Trained Examples
I propose that we draw up a contract.
I can send you a draft of a standard contract tomorrow morning.
I will make provision in the contract for a letter of credit.
I am delighted that we are going to be doing business together.
Here is the a contract that I drew up for you to look at.
We are looking forward to doing business with you.
We will stipulate clearly in the contract the conditions that we discussed today.
Here’s to a long and successful collaboration!
We can give you a credit note if that suits you best.
Have I convinced you?
When would you like delivery of the first batch?
If you are happy, we can sign an agreement today.
Would you like to move forward?
Can we go ahead?
Are we ready to close the deal?
We can start the process today with a credit card if you’d like.
We can deliver it to you by the close of business tomorrow if you’d like.
We can have it delivered by the end of the month if we can get a signed contract into the implementation department by Thursday.
Should I forward a contract so you can get started?
Would you like to try it for a quarter?
Let’s get this off your plate and start the paperwork. What do you think?
Let’s start the process so (that) you can get onto your other priorities. Sound good?
We can deliver it to you by the close of business tomorrow if you like.
We can start the process today with a credit card if you like.
I’m sure you are aware but it’s our duty to inform our clients of the risks.
Do you go to casinos regularly back home or is it just a holiday kick?
This is a good time to summarise what we expect from you and your company
I can’t give you a definitive answer now until I speak with my manager.

// Explained: Conditional sentences are often used in selling. Just imagine I wanted to sell you my old car:

• If you buy it and pay immediately, I’ll give you a ten per cent discount.

• If you change your mind, you can bring it back. What do you think about this offer?

FOLLOWING UP

How have you been since we last spoke?

I was just following up our last discussion.

Trained Examples
I was wondering whether you had had the opportunity to think further about what we discussed last time.
Have you been able to think over our last proposal?
I was very keen to contact you again after our last call.
I am ringing to get your feedback on our latest delivery.
Was everything in order? Did you receive our goods?
It is our policy to routinely contact our customers to make sure everything is satisfactory.
As agreed, I’m calling to check that you are happy with our products.
I am here to deal with any issues you may have with our products.
As one of our most valued customers, I wanted to do a business status with you.
Should you need to get in touch for whatever reason, don’t hesitate to do so.
How do you feel about the quality of our after-sales service?
You will send an email by the end of play today?
I will get back to you tomorrow, first thing.
I’ll look forward to hearing from you next week.
I am ringing to get your feedback on our last delivery.
We have placed two students with you. How are they doing?
Have you had any issues with the students we placed with you?

---

CALLING

TAKING CALLS

GREETING

Good morning. ABC Company. How may I help you?
Hello. ABC. Can I help you?
Good afternoon. ABC.

Trained Examples
John speaking.
Sales Department. Can I help you?
This is Mr. Dupont’s assistant.
Can I help you? This is Mr. Bond’s office.
ABC Company. Good morning.
Hello. Wigg & Anderson. Rosalind speaking. How can I help you?
Good morning. Howard Beatty Accountants. This is Mary-Lou speaking.

ASKING TO REPEAT

BAD LINE

Who did you say is calling?

Trained Examples
I’m sorry I didn’t catch your name?
I’m afraid I didn’t hear your question?
Could you repeat your name please?
The line is bad. Could you speak up?
Please speak slowly. I can’t understand what you’re saying.
Pardon? Who would you like to speak to?
Could you give me your phone number again?
I didn’t understand. Could you repeat?
Could you say your name again for me, please?
Who(m) did you say you wanted to speak to?

SPELLING

I didn’t catch your name or the name of your company.

I didn’t understand your name? Could you spell it?

Trained Examples
I’m sorry to ask you again, but is your name Chang or Chan?

CONFIRMING

‘Would you read that back to me, please?’

Trained Examples
I want to check I understand. You will send me an email to confirm, is that it?
‘Was that Powell with one ‘l’ or two?’
‘Should I repeat that?’
‘Shall we go over that again?’
‘Should I send you a written confirmation?’
'Did you get that?'
Is this correct? 01.02.33.42.59?
May I just check that this is right? You’re calling from Canada Ways?

ASKING QUESTIONS

Nathalie here. May I ask who’s calling?

Trained Examples
May I ask who’s calling?
Who is calling please?
Which company are you calling from?
What is the name of your company please?
Which department do you work in?
Could you please give me your name and department ?
Where are you calling from? Which country?
Which country are you calling from ?
Could you spell the name of your company for me please?
Who would you like to speak to?
I’m not sure I understand who you want to speak to? Do you have a name?
Can I read your number back to you?
Could I just repeat that to make sure I’ve got that right?
What was the name of the company?
Where did you say you were calling from?
What department was that?

ASKING FOR DETAILS

SPELLING

Could you spell the name of your company for me please?

Trained Examples
Could you spell your name for me please?
Please could you spell your e-mail address?
Would you mind spelling your e-mail address slowly please?
Can you spell your email address slowly, please?
Sorry, could you spell that for me please?
Can you spell the employee’s name?

GIVING NUMBERS

What is your phone number please?

Could you give me your mobile phone number too please?

Please, may I have your phone number?
Is this your direct phone number, or the main switchboard?

UNDERSTANDING PURPOSE

May I ask why you are calling ?

What are you calling about?

Trained Examples
Could you explain your problem to me?
What exactly is the problem ?
I’m sorry but I don’t understand the reason for your call?
Is this the first time you have called? And what is it about?
Are you returning Mr. Jones’s call?
Can you tell me why you need to speak to the director?
Could Mr. Smith’s assistant help you ?
What matter is it concerning?
I’m not clear who it is you want to speak to. Could you be more specific please?

CALLING BACK

Who are you calling back?

What matter does it concern?

Trained Examples
Are you returning Marion’s call?

PROBLEMS

Are you having problems with your internet connection?

Are you having technical problems at the moment?
I’ll let IT know about this problem
I’ll pass the problem on to the IT department.
The participant has been waiting for your call, have you already tried to call him?
Have you spoken to the participant yet?
Did you say that you were having problems due to the weather?
Marion isn’t free at the moment. Can I help you?
Can you tell me why you need to speak to Jenny?
Did somebody in the office call you?

REDIRECTING CALLERS

WRONG COMPANY

I’m sorry but you have the wrong number. This is ABC Company.

We don’t have a person called George here. You must have a wrong number.
This is our subsidiary in Paris. You need to call Grenoble. Let me give your their number.
The number you’ve just called is in France not the U.K.
I think you may have the wrong international code.

WRONG DEPARTMENT

You have the wrong extension. Would you like me to put you back to switchboard?

This is not the Sales department. I can transfer you.
This isn’t Mr Jones. You have got the wrong number.
Who did you want to speak to? This is the Accounts department.

WRONG NUMBER

I think you have a wrong number. The number for Human Resources is 0125 356 678.

Trained Examples
I’m afraid that the number you have is incorrect. It is now 01 28 56 68 44.
That’s not the right number for our Supply department. Let me give you the right one.

PHONING BACK

Hello, this is Mr Smith’s assistant. I’m afraid you were disconnected.

Trained Examples
This is Jim. We were cut off.
There was a problem with the telephone line and we were cut off.
Hello, Mr. Dupont. We were speaking a minute ago and we got cut off.
I think we must have been cut off because I suddenly got the engaged signal.
We must have got disconnected as I couldn’t hear you any more.
I’m calling back as we were disconnected.
I’m calling again as there was a lot of noise on the line.
There was a lot of crackling on the line and I preferred to call back.
I am sorry we were disconnected. There must be a problem with the line.

ASKING TO CALL BACK

BAD LINE

There is a lot of crackling on the line. Could you call again?

Could you call back please? I can’t hear you…

Trained Examples
There seems to be a problem with the line. Could you call again a bit later?
The line is very bad. Please call back.

CLOSED OR ABSENT

Our offices are closed for lunch. Could you call again at two o’clock?

Trained Examples
Mr Jones is absent today. Could you call again tomorrow ?
There is no reply from Mr Jones’s office. Can you call later ?
The line is busy. Would you like to call back?

NO ANSWER

Would you mind calling back? There’s no answer.

No one is picking up this extension at the moment. Would you like to try later?
Do you mind calling again in a few minutes as the line is busy?

TRANSFERRING

“Just one moment. I’ll put you through.”

Trained Examples
Let me put you through again.
Would you like me to put you through to the sales department?
I can connect you to his assistant. Is that okay?
Hold the line. I’ll connect you.
Just one moment. I’ll put you through.
Could you hold the line? I’ll see if she is available.
I’m trying to connect you. Please hold.
Please hold the line. I’ll connect you to her direct number.
The line is busy. Would you like to hold?
I’m just connecting you. One moment please.
Mr. Dupont’s phone is occupied. Would you like to speak to his assistant?
There’s no reply. Would you like me to put you through to his voice mail?
I’m putting you through now. Just one moment.

ENDING THE CALL

Thank you for calling. Have a nice day.

Thank you for your call. Goodbye.

Trained Examples
It was a pleasure speaking with you.
Thank you for your patience. I’ll put you through now. Have a good day.
Nice talking with you, Wyoming. Bye bye.
It’s been nice meeting you. I have to take some other calls. Thanks for calling.
I have to answer another call. I hope I was able to help you.
Please call again if you have any other questions.
Goodbye for now. We’ll speak again tomorrow.
Thank you for calling us, but I’m afraid we’re not interested in buying double glazing.
I hope that I have been of help. Have a nice day.

HANDLING DIFFICULTIES

NOT CONVENIENT

May I ask you to call me back in half an hour? I’m in the car at the moment.

Trained Examples
Unfortunately, I’m in a meeting. Can you ring back in an hour or so?
I’m just leaving the office. Let me give you a call this afternoon.
I’m kind of busy right now. Could I call you back a bit later?
I’m sorry but he’s not available at the moment.
Unfortunately, I’m in a meeting. Can you call back in an hour or so?
May I ask you to call me back when you are no longer driving?
May I ask you to call back in half an hour?
I’ve got someone on another line. May I phone you back?

BAD LINE

The line is bad. Could you call me back later, please?

Trained Examples
Would you mind repeating that, please?
I’m sorry but I can’t hear you !
Sorry, I can’t hear you correctly. Can you call back?
Sorry, the connection is really bad. I’ll call back.

CAN I HELP?

She’s on holiday this week. Perhaps I can help you?

Trained Examples
Could you send me your questions by e-mail? I’ll reply as soon as possible.
I’ll text you that information.
Mr. Caxton is tied up at the moment. Can I help you?

WRONG LANGUAGE

Could you please speak a bit more slowly? I have difficulty with Italian accents.

Trained Examples
Could you make an effort to speak more slowly, please? I can’t understand you unless you speak more slowly?
I’m afraid that I can’t understand your accent. Could you please articulate your words more clearly?
I really can’t follow you when you speak so quickly. Could you please make an effort to speak more slowly?
Do you speak French?
Could you speak more slowly? I can’t understand you when you speak so quickly.
I didn’t quite catch that.
I don’t understand. Please send me an e-mail.

REFORMULATING

Correct me if I’m wrong.

So what you’re saying is that you’re still waiting for the delivery. Is that correct, Sir?

Trained Examples
Let me repeat that please.
Sorry, What I was actually trying to say was…
Please accept our apologies. I can arrange to get the invoice paid.

APOLOGIZING

Oh no, I apologise for that.

Sorry about that.

Trained Examples
Please accept our apologies.
Could you repeat that more slowly, please?

MAKING CALLS

SAYING WHO’S CALLING AND WHY

SAYING WHO’S CALLING AND WHY

BY NAME

This is Phil Jones. I’m trying to reach Mike. Is he around?

Trained Examples
Hi, could I speak to Mr. Davis, please?
Could you put me through to Philip Jones, please?
Hello, my name is Stephanie and I am calling to speak to Mr. X about…
This is John Snow. I’d like to speak to Roger, please.
Hi is that Stu Atkins? This is Philip Tracker calling from Vantissy in London. I’m calling regarding your application for
the post of Key Account Manager with us.
Hello, this is Sonia El Maj houba speaking. I would like to speak to Mr. X.
I wonder whether you could put me through to Charlie Winter, if he’s in.
Hello, my name is Floriane from the Accounting Department in Antibes. I would like to speak to… Is he
available?

BY DEPARTMENT

I’m calling to make an appointment.

Trained Examples
I’m calling about a delivery problem.
I’d like to speak to your Sales Department about an order.
I’m ringing to let you know that we have resolved a scheduling issue.
The reason I’m calling is to enquire about your latest offer.
This is Mary Lynch from Leyton Accessories.
I’m ringing to let you know the status of the project.
I’m phoning about you coming to babysit for me.
Good afternoon, Linda Smith here.
Good morning, this is Barbara Allen.
The reason for my call is to tell you about our new range of offers.
Would you have a table free for four people for lunch?
My name is Mario.
This is Linda Lords speaking.
Hi, Bob, it’s John here.
Could I have extension 9581, please?

BOOKING

I’d like to book a table for six people for tonight at 8 p.m.

I’d like to reserve a table for the evening of July 3rd at 6 p.m.
I need to book two hotel rooms for two nights.
Due to circumstances that are beyond my control, I am unable to fly and I need to cancel my reservation

CHECKING AVAILABILITY

Is this a good time for you?

Is this a good time to talk?

Trained Examples
Would you like me to call you back later?
Can you tell me if Jim is in the office just now?
Is this a convenient moment for you?
Are you free, right now?
Could you tell me if Sally’s available, please?
Is he free in the afternoon?
When is he available?
Do you have a couple of minutes?

Would you have a moment to give me?
Are you available now for five minutes?
Would you prefer me to call back later?
Maybe this isn’t a good time for you?
Have I caught you at a good time?
Perhaps I should call back a bit later in the week?
This may not be the best time for you?

STRUCTURING THE CALL

1-2-3

There are a few things I need to discuss with you. The first point is…
I’d like to discuss some issues with my order.

Trained Examples
First, I need to speak to you about… Secondly, I need to discuss this with you. And finally, I would like to…
Hello. This is Christine Jones from ABCD and I would like to speak to… about a delivery problem.
There are three points I’d like to discuss with you.
Another thing to point out is that the oil is leaking.
I’ve a couple of things I’d like to talk over with you.
The second and particularly important point that I wanted to mention is about market share.
Another thing to point out is that our company seeks to become the company of choice for customers. We would
like to dominate the market in…
The final point I wanted to go over with you is about insurance.
The final point is, would you like me to leave some food in the fridge for you?
Another thing to point out is that we’d like to leave in the morning and return in the evening.

RINGING BACK

We were cut off a moment ago. I’m ringing back about the order.

Trained Examples
I’m returning a call from Susan Baker about a delivery issue.
I am just going into a tunnel. I’ll call back.
I’ll call back at about 4 O’clock.
I’ve hit traffic. Can I call you back when I get in?
Listen, the line is bad. Let me call you back.
I’m calling about the email you sent me yesterday
Could you send me an email too? My email address is…
Can you leave a message for him and ask him to call me back? It is very urgent.
I need to speak to Max about a bank closing.
I haven’t heard from you, so I am calling to confirm the delivery time we discussed.
I am calling to confirm the delivery time for next Friday. You will deliver the iPads on Friday at 9 a.m., right?
I’m returning his call from earlier this morning
I’ll get in touch with you as soon as I get back.
Here’s my cell phone number. Speak to you then.
Can you leave him a message?

LEAVING MESSAGES

Would you tell him that Pat Higgins called, please?
Would you mind giving him a message for me?
Could I leave a message?
Could you give her a message for me, please?
Could you take a message, please?
I’d like to leave a message for Claire Thomas, please?
Could you pass this on to him?
Would you tell him that Benoit called about my order?
Could I leave a message with you about my order?
I am looking forward to hearing back from you as soon as possible.
Mrs. Grison, I would like to leave a message for Anne. Yell her that I have been trying to call her since last week.
I have been trying to reach you for the longest time and I am having no success. I would like to talk to you about…
Please let me know by Thursday whether you plan to join us or not. It would be a pleasure to have you with us.
So what number do you have? I just want to make sure that I said the number correctly.
If you don’t call him soon, there may be severe consequences.
Can she call me back?
I just want to leave a message about the production problem.
Please just take the message and ask her to call me ASAP.

TRYING TO REACH YOU

Can you spare me a few minutes?
I have been trying to reach you for the longest time and I am having no success. I would like to talk to you about…
Please let me know by Thursday whether you plan to join us or not. It would be a pleasure to have you with us.
So what number do you have? I just want to make sure that I said the number correctly.
If you don’t call him soon, there may be severe consequences.
Can she call me back?
I just want to leave a message about the production problem.
Please just take the message and ask her to call me ASAP.

CANCELLING
I’m sorry but Mr. Cousins has to cancel the appointment.
I’m afraid I can’t make next Monday.
I’m afraid Ms. Roberts can’t make it for the appointment, this afternoon.
I’m snowed under at the moment. Can we make it next week, instead?
I’m sorry but I’m busy that day.
I’m sorry to say that I won’t be able to meet you as we agreed.
I’m tied up next week, I’m afraid.
I am afraid that’s not going to be possible for me next Tuesday, after all.

RESCHEDULING
When would be convenient for you?
What about next week?
Let me check in my diary.
May I suggest that we get together to talk about this in person?
Mr. Jenkins will be arriving late on Monday 21st of May.
That suits me fine. Speak to you then.

CONFIRMING
Friday 11th of June, it is. I’ll meet you in the lobby at 11 a.m…
Can you confirm that?
You did say next week, didn’t you?
Could you just confirm that date for me again?
I’d appreciate the opportunity to meet before the end of the month.
Could we meet to talk about this?
Can you make it next Thursday?

Trained Examples
Could you manage next Tuesday morning?
Fine. That’s fixed then. I’ll see you there.
He’ll call you next week to arrange another appointment.
How about Friday?
I feel a face-to-face discussion would be best to finalize the deal.
I won’t be able to make the morning, but the afternoon is free.
I’ll call you back to confirm that date.
Yes, that’s fine. Let’s say Monday at 4 pm.
How would Tuesday the 14th of June suit you?
When would you like an appointment?
I’ll meet you at your office at 2 o’clock.
What about meeting on Friday, July 5th at 2:30 p.m.?
How about Monday, July 1st at 9 a.m./9 o’clock?
I’d like to make an appointment for tomorrow morning, please?
Well, now that the summer is over, maybe we can find time to have lunch together.
When do you think you’re free in the coming month?
When is a good time for you to meet?
Is Tuesday at 3 OK?

MAKING COMPLAINTS

I am calling to make a complaint about my Italian colleague’s stay at your hotel.

Trained Examples
Hello. This is Sonia and I am calling to make a complaint about something in the apartment
I am ringing to complain about a quality issue.
I want to complain about the level of your customer service.
I am calling to discuss a problem with a bank transaction. Apparently, an account was not debited.
I’d like to make a complaint.
Unfortunately, they had some problems with… and I would like to ask you for some compensation for this
Situation.
I expect quality. Anything less is unacceptable.
I am not very happy with some things that I have noticed.
That is unacceptable.
We are very short of time.
We were expecting delivery last Tuesday.
We have noticed a number of faulty items in the latest batch.
We cannot accept your conditions.
It is very urgent.
A couple of issues have cropped up.
A number of problems have appeared.

---

PRESENTING

QUICK START

// Explained: the specific parts of a presentation (covered in the previous slide) now discuss their preferences and techniques in each section. The main focus of this exercise is to give some thought to the different main elements of a presentations and how a student may go about structuring them. Also emphasize that these reflect the personal style of the individual presenters.

STARTING
Some presenters enjoy starting their presentation with engaging or funny images to “break the ice”

TALKING
Perhaps a person likes complete and total silence – while others might enjoy a lively debate.

ANSWERING
Questions during? Or hold all questions for the end?

SUMMARIZING
For some, the Q&A is the end of their presentation.
Others might like to end in a way that sticks with the listeners.
Some presentations might end with tasks for everyone to work on.

Phrases for each stage of the presentation

“start” phrases -

let’s begin with ; let’s commence ;

“talk about” phrases -

discuss ; deal with ; look at ; go through; I’m going to address the topic of …

“proceed to” phrases:

…move on to ; turn to ; First, I’ll look at the issue of …; This will lead me to the next point: …After this, I’ll move on to address the situation with …;Then, I’ll deal with the question of …

And finally, I’ll conclude with my …

“Answer” phrases:

…reply to, respond

“Get back to” phrases:
…return to, come back to

“Sum up” phrases :

…recapitulate, summarize

“Finish up” phrases:

…wrap up, close, conclude, wind up

INTRODUCTION

“I’d like to extend a warm welcome to you all.”

ICE-BREAKERS

I hope the journey to our company was not too difficult.

Trained Examples

I know some of you have come a long way to be with us today.

I know the traffic was very difficult this morning.
We are delighted to welcome you
It is a pleasure to have the opportunity to speak with you today

HOUSE-KEEPING

Firstly I am going to present …, then …, following that . and finally …

Welcome everyone. Shall we make a start?
Let’s get down to business
The meeting is due to finish by …
At the end, we’ll have a question and answer session.
I’d like to start by asking you the following question?
During my presentation, I will be referring to slides.
During my talk, I will refer to the brochure we have given you.
I’d like to take some time to talk to you about our experiments and research.

QUESTIONS

There will be time for your questions at the end of my talk.

Please hold your questions
interrupt me if you have any questions

ABOUT ME

Perhaps I should start by telling you about my background.

For those of you who don’t know me, my name is Patrick Murphy.
I started out in the R&D department.

LINKING AND SIGNPOSTING

// Explained: When you are giving a presentation, there are certain key words you can use to ‘signpost’ different stages in your presentation; a route-map to guide us from one point to the next.

We need you to direct our attention through your presentation as though you were a guide pointing out the highlights of a visit with a pleasant surprise waiting for us at the end.

STARTING

“Is that clear for everybody? May I continue?”

Trained Examples
So let me begin with the first point on the agenda.
Firstly, I’d like to begin by defining the term GAP.
Right, let’s start with the first point on the agenda.
No questions at this stage? Right, let’s now turn our attention to overtime work.
Now, I’d like to turn to part three.
Now, let’s examine together the third point.
That brings me to the next point.
So, I asked myself the following question: can we afford not to advertise?
That covers my last point, but, before I conclude, let me summarize the main points.
That’s everything on the third part of my presentation.
The important question is this: should we sponsor or advertise?
Right, we can now examine the third point together.
Is that clear for everybody? May I continue?
Let’s move on to the next important point.
Now, let me turn to the next slide.

ADDING INFORMATION

I might also add, incidentally, that you can test these products for yourselves.

Trained Examples
I must underline the excellent results of these tests.
If there are no more questions at this stage, let me continue.
In passing, did you read the final omments of the engineer?
I want to show how this relates to the previous section.

EXAMPLES

Let me illustrate with an example from an earlier competition when we just started.

Trained Examples
I will discuss this in more detail in the next slide.
Let me illustrate with an example.
The best example of this trend is in Japan.
Let me illustrate what I mean with a brief anecdote.

CHANGES AND TRENDS

// Explained: To describe changes and trends, the following language will help you:

Describing charts and figures
Asking rhetorical questions
Responding to questions from the floor
Going deeper into a topic
Referring to visuals

GOING UP

Going up: rise, reach a high of, increase, improve, shoot up, rocket gain

GOING DOWN

Going down: fall [off, away], reach a low of, sink, decline, drop, plummet, collapse, slide

ADVERBS

‘Sales declined sharply.’

Trained Examples
’The situation improved suddenly.’
‘Sales dropped slowly.’
‘Production fell drastically.’
‘Costs increased slightly.’

RHETORICAL QUESTIONS

What does this tell us? It tells us that…

Trained Examples
What does this show? First of all, …
What do these figures reveal? Well, …
How should we interpret this data? I think…
How should we react to these figures? They suggest…

VOCABULARY (MISCELLANEOUS)

pie chart | break down to | advertising | dedicate | resource | sufficient | handout | demanding | devoted | allocate | means of production | detrimental | projection | line chart | initial | incur | indicate | breakeven | estimate

VOCABULARY (INTRODUCING WHAT CAN BE SEEN)

Here we can clearly see… | The graph illustrates… | The transparency shows… | The chart reveals… | The figures highlight…

VOCABULARY (ASKING WHAT SOMETHING/SOMEONE MEANS)

What does this tell us? | What does this show? | What does this indicate? | What do these figures reveal? | How should we interpret this data? | How should we react to these figures? | What exactly are you getting at/do you have in mind/are you referring to? | What would this mean? | Would you care to extend/expand on that?

VOCABULARY (DRAWING ATTENTION TO SOMETHING)

I’d like to go deeper into this if I may. | When we take a close look, we discover… | I just want to draw your attention to… | The latest reports reveal… | More detailed studies show… | Have a look at the following slide. | Take a look at the … graph. | Let’s start at the … | Let’s turn to…

EXAMPLES

POSITIVE

There has been a rapid rise in sales over the last 6 months.

There was a dramatic increase in quality with the new production process.
Exports increased gradually last year.
The level of quality shot up thanks to the new production process.

NEGATIVE

Sales bottomed out in January after a long period of decline.

Sales went very well last year, despite a slow first quarter.
There has been a slow improvement in production.
The production rate fell abruptly when we installed the new machines.
On hearing news of the CEO’s departure, share prices collapsed

MIXED

Share prices progressed and reached 260 before leveling out.

The production rate improved slowly.
After tax profits are stable.
This situation can be compared to last year’s.
After a difficult winter, sales recovered slightly in the spring.
After a poor start, sales picked up in March.
After a slight improvement, sales slipped back to the previous level.
After an unstable period, the figures evened out in January.
The levels remained constant despite the many changes in policy.

ENDING

TAKING THE PRESSURE OFF THE LANGUAGE

// Explained: Learning preferences of your audience differ, but a large number of the people listening to you will be visually stimulated.

A really good visual representation or illustration of your ideas will enormously increase understanding, and take the pressure off the language.

SUMMING UP

Possible phrases for summarizing / wrapping up:

If there are no more questions, I’d like to sum up.
Before I conclude, I’d like to restate the main points.
Just to finish up, I’d like to reiterate some of the items discussed.
Before I close, I’d like to go over the decisions made
To sum up, I’d just like to refer back to the main points.

Ending:

This brings me to the end of my presentation

If there are no more questions, I’d like to finish up now.
That concludes my presentation.
I’ve come to the end of my presentation.

VOCABULARY (DRAWING ATTENTION TO SOMETHING)

I’d like to go deeper into this if I may. | When we take a close look, we discover… | I just want to draw your attention to… | The latest reports reveal… | More detailed studies show… | Have a look at the following slide. | Take a look at the … graph. | Let’s start at the … | Let’s turn to… | Let me draw your attention to this item. | Please take note of the following points:

Q&A

“That’s a good question.”
// Explained: Do you worry about questions at the end of your presentation?

Questions are a vital part of the presentation for everyone and they allow you to clarifiy and repeat your message.

Increase the effectiveness of the question & answer session by treating it as a formal part of the presentation that requires as much planning as the main part of the speech.

QUESTIONS AT ANY TIME

‘Feel free to ask questions at any time.’

‘You can stop me at any time if you have questions.’
‘I’ll be glad to take your questions as we go along.’

QUESTIONS AT THE END

‘I’d like to deal with questions at the end of the presentation.’

‘There will be time after the presentation for questions.’
‘I’ve reserved the last part of the presentation for questions.’

THANKING

Thank you for raising that point.

You’ve been a great audience, and perhaps I’ve exhausted you!
I’m glad you asked me that.
Interesting question. You’ve actually introduced the next idea I wanted to discuss with

CHECKING

Have I made that clear?

Is my explanation clear?
Did I answer your question?
Does that answer your question?
I’m sorry, I didn’t catch your meaning.
Let me check everybody has understood your question.
Let me make sure that I understood your question.
May I ask you to repeat your question a little more slowly, please?
May I ask you to rephrase your question?
May I ask you to speak a little louder, please?
May we go on?
I think you asked …Is that right?
If I’ve understood your question correctly, you want to know what the growth figure for production capacity is?

DEFERRING

Perhaps we can look at that particular point later?

I am sure there are certain ideas that need further explanation, Jean.

CLARIFYING

What exactly are you getting at?

Would you care to expand on that?
What exactly do you have in mind?
What are you referring to?
What would this mean?

NOT ANSWERING QUESTIONS

// Explained: The MAIN thing…is to keep the main thing…the main thing

Some questions are not pertinent.
Some questions are difficult to answer.
Some questions require more time.

Show your interest and make notes, so that you can come back to a point after the presentation. Be polite and firm. You are in control. Remember your objective and stick to it.

NOT MY AREA

I’m sorry but that question is out of the scope of my discipline. May I refer you to Mr.
Expert?

I’m sure my colleague Mr Expert will back me up on the technical aspects of your question.

NO TIME TODAY

Perhaps we could discuss that after the meeting at greater length?

Would any member of the audience like to comment on that question?
Good question. I don’t have the answer.
I’m afraid I can’t answer that question now. Let me look into it and I’ll get back to you.
I’m afraid I can’t answer you off the top of my head.
I’m afraid that point isn’t on today’s agenda.
I’m afraid I don’t have all the elements to answer your question.
I’m afraid that’s all the information that’s available at present.
Could we try to deal with the subject at hand?
I’d prefer to get back to you on this by email as I wouldn’t want to give the wrong information.
Maybe we could tackle that point in our next meeting as we are rather short of time.
I’d rather look at that at a later date, if you don’t mind?
If you don’t mind, I’d like to deal with it later.
Unfortunately, I can’t address that today.
I’m going to go deeper into this later in my presentation.
I’ll come to that later.
I think that would take up too much time today.
I’m afraid I’m not the best person to answer that.
I’m afraid I can’t answer you off the top of my head. I will get back to you on that.
Perhaps we can look at that particular point later?

ASKING FOR CLARIFICATION

I’m afraid I’m not with you.

Could you rephrase the question, please?
I’m sorry, I didn’t catch the first part of the question.
Could you repeat the question, please?
I’m not sure I understand the question.
I’m not quite sure I know what you’re referring to.

AGREEING/ DISAGREEING

THE ART OF DISAGREEING

// Explained: Knowing how to agree and disagree with varying degrees of force is a key language skill that can be used in all business situations.

Basic rules include:

• Listen and show understanding.
• Avoid language than can be perceived as negative.
• Use polite language.
• Employ soft words.
• Take care with pronouns.

BRIEF AGREEMENT

You can say that again!

Trained Examples
Point taken.
I understand your concern.
I see your point.
Yes, I follow.
My opinion exactly.
I’m 100% behind you on that.
I support your position entirely.
I entirely agree with you.

DISAGREEMENT

I can’t agree with you on all the points.

Trained Examples
I’m sorry, we can’t agree to that idea.
I totally disagree with you.
I couldn’t agree less!
Let’s back out now and cut our losses.
I’m not with you at all on this point, I’m afraid.
I agree in principal, but I have some reservations.
I can see what you’re getting at. However, the costs are too high.
Without wishing to cause offence, may I suggest that the cost is too high?
I must ask you to reconsider your position on this.
I’m not sure that’s such a good idea because of the high costs.
There are two sides to the argument.
On the one hand we have our suppliers, and on the other our bank.
What do you want first: the good news or the bad news?

ALTERNATIVE THINKING

There’s another way of looking at this.

Perhaps this idea is worth considering
If I may make a brief suggestion.
May I put forward another option?
Would you consider the possibility of a free dummy run?

DISMISSING

For the time being, it’s the best we can do.

Trained Examples
The facts speak for themselves.
No, please, wait a moment and allow me to finish.
I see eye to eye with you on this point.
I don’t share your point of view.
I understand what you’re saying, but I don’t agree.
I’m of the complete opposite opinion.
I’m with you on that.
You and I just don’t see “eye to eye” on this subject

PARTIAL DISAGREEMENT

I can agree with you on some of the points you make, but not with all of them.

Trained Examples
I have to disagree when you say that photography is not an art.
Maybe we should take this into consideration.
On second thought, I’d rather postpone the launch.
You have a point there, but can you explain it better?
I see your point, but I disagree with your opinion.
I must ask you to at least think about it.
I can see what you’re getting at. However, I think an increase is overdue.

PARTICIPATING

KEEP THEM ON THEIR TOES

// Explained: People also learn more when they participate; they are more active when they have time to think about & apply ideas to their own situation.

Invite your audience to match their reality to your ideas.
Ask for a specific response.
Make time to involve them in the process.
Invite one or two people to give you feedback.

Content becomes meaningful, memorable and effective, when audiences participate.

LET ME FINISH

Please, just let me finish.

I’ll come to that point in a moment.
I haven’t quite finished what I was saying.
It’s time to move on to the next topic, if you don’t mind.

INTERRUPTING THE INTERRUPTER

Excuse me, may I interrupt?

Jean, may I interrupt?
May I just make a brief point here?
There’s a lot on the agenda today. Could you please move on?
I’m sorry to cut you off. Could you briefly finish? Then we’ll listen to the ideas of the others.
Although your ideas are very interesting, we seem to have strayed off the subject.
Excuse me, there are several discussions going on at the same time. We’ll lose good ideas if we don’t speak in turn.
I’m having trouble following. Could we structure our approach to this question?

INVOLVING OTHERS

Could we try to deal with one problem at a time?

Trained Examples
Perhaps we could have each participant share their opinion on this?
Personally I can’t follow three conversations at the same time. Could we try to keep the discussion focused?
If I may just make a point here, I really believe that we should look at it from another perspective.
Excuse me, may I interrupt just to share my opinion on that matter?
And you Paul , any views on this ?
Sally, is your role clear?
We haven’t heard from you, Mary. Could we hear your comments?
Basically, we differ slightly on how to go about this but are ultimately saying the same thing.

GOING OFF TRACK

I feel we are digressing rather. Can we get back to the point here?

You’ve been very quiet Rachel, can you give us another angle on this one?
Could you please move on? We need to order some food!
May I just say something?
We have to discuss a lot of ideas and come to a decision, so let’s move on.
It’s time to make a decision on the destination

DESCRIBING VISUAL AIDS

Let me illustrate this point on the paperboard.

Trained Examples
On the left of the illustration you can see that the safety instructions are always displayed In the boxes.
Take a look with me now at this diagram.
The double dip, feared by many, hasn’t yet happened.
The first row represents spare parts sales.
The slide I’m going to show you now will help you better understand my point.
There was a gradual increase in sales last year.
This clearly illustrates what I was saying.
This diagram clearly illustrates my point.
At the bottom you can clearly see that the number of customers is constantly growing.
Broadly speaking, we need to change our strategy.
But there is a difference.
I would like to draw your attention to corporate document format requirements.
If that’s clear, let me move on to the next point.
The projected figures for next year are shown in green.
In red we have the results for last year.
On the left you can see the current sales figures for France.
The graph shows a boost in sales figures from May onwards.
Additionally, I will refer to the slide as I outline the presentation.
On the upper right, you can see…
This is a photo of…
On the bottom, you can see that we have not made much progress
On the top left, you will see the growth.
Let me illustrate this point on slide 3.
On the left of the illustration you can see that the regulatory constraints are always in red.
On the right, we can see last year’s costs
Let me illustrate this point on the next slide.
Slide 2 shows… On this slide, you can see…
At the bottom of the slide you can see …
Look at the green column on the right

NEGOTIATING

S.U.R.E.

S U R E principles

// Explained: Gurus abound when it comes to negotiating. Many seem to agree on certain principles:

• State your position clearly
• Understand the other party;
• Reach a compromise;
• Explore fall-back scenarios (in case of deadlock).

State your position clearly;

I am interested in us both finding an acceptable solution today.

I suggest exploring the areas we agree on first and looking at any issues later.
We are very interested in your proposal. Let’s just clarify some points
Let me explain some of the issues you need to consider.
I think you should think about flexibility.

Understand the other party;

I am sure we can find an agreement.

What figure did you have in mind, approximately?
How soon would that need to be?
What payment terms would you be expecting?

Reach a compromise;

I think we can agree to offer a discount if you reduce the payment time.

We need to identify any sticking points so that we can resolve them quickly.
I’m glad we both agree on this central issue.
First, let’s see what can be done about delivery and payment times.

• Explore fall-back scenarios (in case of deadlock).

We will certainly reconsider your proposal.

We need more time to study your proposal.
You win some, you lose some.
It’s a win-win situation.

WHAT IS NEGOTIATION?

// Explained: Negotiation is a process of problem resolution.

Typically two or more people (or groups) in disagreement strive to reach a mutually acceptable solution.

It should result in a win/win solution, so that both parties are happy with the result.

In order to achieve this, each party needs to know clearly what the other wants and each party is ready to compromise until the position is acceptable.

We can’t agree to the price you mentioned, but let’s discuss alternatives.

Trained Examples
Could you elaborate on your proposal please?
We need to settle on a price today.
We bargained on the issue for over an hour.
We are willing to compromise on this issue because it means so much to you.
We can offer these concessions, but not all at once.
In their counter proposal they suggested that we keep the company name.
We have always been flexible in terms of your delivery leadtime.
We have a lot of leverage because we are the only company in the region.
The decision to call off the merger was mutual.
He pressured us into accepting his terms.
We are willing to offer a higher discount as well as a reduced lead time.

OPENING

OPENING

Building rapport and trust

// Explained: Trust is important to reach agreements. Willingness to cooperate and share crucial information develops between people in social interactions.

This starts by taking a human interest in their well-being.

how are they?
how was their trip?
will they need anything?

AGREEING AN AGENDA

// Explained: In addition to arriving to an agreement, planning is an important aspect of a negotiation.

Agreeing on agenda can:

• help to build rapport
• show mutual benefits
• demonstrate confidence and commitment.

Poor planning can lead you to make more concessions than you wanted originally, An agenda will provide a framework for you to project yourself into the event.

AGREEING ON AN AGENDA

TIMINGS

It will take two hours.

Trained Examples
I suggest that we break early for lunch at noon.
How are you fixed for time?
OK. Are there any questions at this point?
Would you like to ask or add anything?
As for timing, I hope we can finish by 5 pm.
I need to get away by 4 pm. So, that gives us about two hours.
Did you manage to find the office ok? Would you like something to drink?

AGENDA

We’ve drawn up an agenda.

Trained Examples
Let’s just run through the agenda.
As you can see, there are 4 items on the agenda.
I’d like to start by what we agree on.
We aim to deal with the difficult issues under item 3.
We’ve put price last.
We see three issues of possible discord.
We would like to look at the pricing strategy.
May I suggest that we begin by establishing an agenda for this meeting?
I think we could begin by giving you a bit of background information about our company.
My colleague Ahmed is going to sit in, if you’ve no objection.
I’m keen to get started if you are ready.
We’d like to raise two more points.

KEEPING PACE

As we’re a little short of time, we should get started.

Trained Examples
We’ve got a very full agenda, so let’s get down to business.
After that we should hear your presentation.
How does that sound?
I’d like to start by saying a few words about the meeting today and what we expect to achieve.
We would want to consider the whole package.
Ahmed is going to sit in, if you’ve no objection.
Wei is going to take the minutes.
Florence would like to say a few words by way of introduction.
Martina, you’re going to give us a presentation.

OPENING STATEMENTS

INITIAL POSITIONS

// Explained:Each party should start by clearly and confidently stating how they currently see things. This is without judgement.
Positions are expressed in an impersonal way.
Each listens carefully to the other without interruptions.
A reasonable initial position will create a climate of trust.
A more extreme or unreasonable position will create a more confrontational atmosphere.
Your language is simple and clear. Speak in short sentences.

OPENING STATEMENTS

“I should stress how critical this is for us.”

Trained Examples
OK. We’re here today to work out an agreement.
I think you’ve all had a chance to read our proposal.
Unlike Philip, I feel that we should not rush into things.
Now I think we can move on to hear your presentation.
Let’s start by talking about your counter proposal.
I think we could begin by outlining our position so we know where we both stand.
The main purpose of today’s meeting is to agree on a way forward.
Things began last December and we have been in contact now for several weeks.
Let’s deal with any questions immediately.
Just interrupt if anything is unclear.
You’ve all seen our offer.
Basically, we are interested in buying into the project.
Has anything changed since we sent you the brochure?
As you know, the company was established in 1986.
Our main activity as you know is in Asia, and we are intending to diversify operations.
Our major markets are in Europe and the Middle East.
OK. Let me now turn to our formal offer.
We’ll take questions at the end, if that’s okay with you.
In the long term, we would like to increase our market share.
We believe it is time for us to develop this concept.
We are looking for a real partnership.
This is extremely important for us.
I should stress how critical this is for us.
This is a lower priority.
Are there any questions at this stage?
Do you have any comments to make on that?
OK. Perhaps we can hear from your side now.
If you have nothing to add, we can move onto outlining our position.
OK. Let me now turn to our objectives today in more detail.
It would be helpful if you could shorten the lead time by 24 hours.
To begin with, I think we should agree on how to proceed.
Right. I’ll now move on to the main reason we are here today.
Let me explain why we are the company best suited for this project.

CLARIFYING POSITIONS

POSITIONAL AGREEMENTS

// Explained: In their famous book from 1982 “Getting to Yes: Negotiating Agreement Without Giving In” Roger Fisher and William Ury argue that many agreements are based on positional or distributive bargaining.

They argue that this kind of agreement is not efficient because it can neglect the parties’ interests and encourage intransigence which harms the business relationships, longer term.

Their more principled negotiation method requires skills to be able to clarify interests and options. This generates trust and collaboration necessary to explore and discover win-win opportunities.

ELICITING INFORMATION

Is that an accurate summary of where you stand?

Trained Examples
So, for you, this is an opportunity to reduce costs.
The most important thing for you is quality.
As I understand it, you would like to discuss price. Is that right?
Is customer satisfaction your main consideration?
How important is merchandising to you?
Quality is of secondary importance?
Can I just ask you a question about delivery?
Could you tell us something about your cancellation policy?
Could I move onto another question?
What figure did you have in mind, approximately?
How soon would that need to be?
What payment terms would you be expecting?
What would be the minimum price you would consider?

ANSWERING

Not exactly. My concern is quality at the right price.

Yes, that is exactly right.

CLARIFYING

I’d like to make sure I understand. What exactly do you mean by the right price?

Trained Examples
Could you clarify one point for me?
When you say you are open, are you saying that you are prepared to reconsider our proposal?
That is less important at the moment.
Would you like to clarify anything?
Could you say a little bit more about the doubts you have?
When I said a reasonable leadtime, I meant before the end of the year.
Perhaps I should clarify that.
Not exactly. What I was saying was that we can do better.

STATING YOUR PRIORITIES

It is our major priority.

Trained Examples
It is a secondary issue.
It is not a main consideration.
It is of primary concern.
Well, we need to discuss this further.
It is not something we can ignore.

STATING YOUR REQUIREMENTS

We would require a delivery date before January.

Trained Examples
We are looking at a figure of 3,000.
Around three million dollars.
It’s difficult to say at this moment.
I can’t really answer that at the moment.
It would be dependent on a number of factors.
What it comes down to is a question of money.
You have to admit, your lead times are excessive.
I propose that we draw up a contract and ensure that we are all on the same page before proceeding to the next step in our programme.
I understand, but I can’t change that

MAKING AND RESPONDING TO PROPOSALS

PRINCIPLED NEGOTIATION

// Explained: In their famous book from 1982 “Getting to Yes: Negotiating Agreement Without Giving In” Roger Fisher and William Ury describe four principles for effective negotiation.

1. Separate people from problems;

2. Focus on interests not positions;
3. Generate a variety of options before reaching agreement;
4. Insist on objective criteria for any agreement.

According to Fisher and Ury, a good agreement is wise and efficient, and improves relationships.

MAKING PROPOSALS

We are now ready to move on to more concrete proposals.

Trained Examples
OK. I think we can now begin responding to your proposals.
We propose a one-stop solution.
Our proposal is to cut leadtime by half.
We could offer you an alternative.
We suggest a 5% penalty.
We are prepared to make an effort.
How do you feel about the proposal?
How does that sound?
Is that how you see it?
Did you have other ideas?
How does that strike you?

RESPONDING TO PROPOSALS

That sounds fine.

Trained Examples
I think we can go along with that.
We might be able to do that.
I see what you’re saying.
That could be a problem.
We couldn’t agree to that.
I’m afraid that we can’t accept that.
Despite the fact that you have reduced the price, we are not convinced.
You have given us assurances. Therefore we will reconsider your proposal.
As far as price is concerned, we agree.
Great. I think we are making progress.
We can agree to that.
We won’t be able to accept such long payment terms this year I’m afraid.
Unfortunately, there is less leeway in terms of dates and delivery this year.
That’s acceptable.
Okay. We can agree to that.
I think we could go along with that now.
We couldn’t agree to that but we could reconsider the timeframe.
That would be difficult. However, would you consider a discount for a bigger order.
I’m afraid this is not acceptable. But why not leave it for discussion?
That’s fine if you can guarantee swift delivery.
From our point of view, the deadline is unrealistic.

MAKING CONDITIONS

If you can offer a similar package for January and February, then we have a deal. Provided that you can meet the deadline, then we can agree.

MOVING FORWARD

So, it seems that there are several ways that we could work together.
Perhaps we could take time to think generally about this.

Trained Examples
For our company, this is a priority.
As we see it, you want to look again at delivery terms.
What about a 10% discount for bulk orders over 5,000 units?
From our point of view, we would rather have a discount than an choice of products.
Could we offer an alternative proposal?
Our preferred scenario would be this.
Suppose we make a counter-proposal.
How about if we look again at your terms?

RESOLVING STICKING POINTS

SEPARATING THE PERSON FROM THE PROBLEM

• Identifying differences in perception and interpretation of facts.

• Accepting and diffusing negative emotions & frustrations

• Listening actively to each other’s points

  // Explained: Generally the best way to handle conflict is to prevent it from happening in the first place; and this happens through cultivating good relations, thinking as partners and not adversaries.

WE HAVE A PROBLEM

We’re going round in circles.

Trained Examples:
We are not making very much progress.
We both need to give a little ground here.
We are both going to have to make concessions if we want to make progress.
We’re getting bogged down.
Maybe we are focusing too much on this point.
We have reached a stalemate.
Are you sure there’s no alternative?
We have moved past a major sticking point.
We don’t seem to be getting anywhere with this.

BEING POSITIVE

I think we should look again at where we have an agreement.

Trained Examples
I think we should take a quick look at what we have achieved so far.
There is no problem in relation to price. However we would need to review delivery terms.
Let’s look at this in a little more detail.
What is the underlying problem here?
What exactly are your objections?
I think we both need to give a little ground here.
What do you think is a reasonable position?
Let me reassure you on that point.
I think it would be a good idea to come back to this later.
Perhaps we should adjourn to reconsider.
Let’s break and hopefully we can come back with some fresh ideas.
I hope you can appreciate our difficulties with this.
I realize that this is difficult.
I fully appreciate your reticence.

BEING REALISTIC

If you are unable to move on this, we will have to review our position.

Trained Examples
I’m afraid we’ll have to call it a day unless you can change your position.
If you can’t offer us something, we’ll have to look elsewhere.
I think we have gone as far as we can today.
I’m afraid that we’re not going to reach an agreement today.
I think we should both seriously reconsider our positions.
That is out of the question.

CLOSING

STOP SELLING AND START CREATING VALUE

// Explained: You have probably heard the old adage about ABC. Always Be Closing.

Have you heard about ABCV?
Always Be Creating Value.

When value is greater than price, the customer always signs.

“I think we have a deal!”

Trained Examples
On a number of different fronts, we have reached an agreement.
As far as the overall approach is concerned, we’ve agreed.
Outstanding issues still need to be ironed out, but I think we can say that we have a deal.
We can tie up the loose ends at a later date.
Do you agree with that?
Does that reflect what we said?
We’ll review this again in six months.
Would you like that in writing?
We’ll put together a written proposal.
We will draw up a final contract.
Okay, perhaps we should stop at this point.
Right, I think that covers everything for today.
So, that brings us to the end.
We’ve made excellent progress.
We’ve taken a step in the right direction.
We didn’t get as far as we had hoped.
Can I just go over the main points?
Let’s go over the main points again.
I suggest we meet at the same time next week to finalise things.
I think we’ve both got a good deal.
Could you manage another meeting next week?
It remains for me to thank you for coming.
That was a very positive start. I hope it’s the basis for a long-term relationship.
We can finish there. I look forward to our next meeting.

---

TRAVELLING

BOOKING

MAKING A BOOKING

I’d like to make an airline reservation.

Trained Examples
I’d like to book a round trip for me and three friends.
We are planning to leave on the eighth of May and return on the fourteenth.
We are going to rent a car and take off on a wild adventure.
We are going to visit some of the distilleries.
We’ll need a car that is big enough for a family of four plus luggage.
I was looking for something a bit cheaper.
How early do we have to be at the airport?
I’d like to reserve a single room with bath for two nights.
I want to spend a week with my wife in New York in July.
I need a flight and a hotel.
I want to leave from Roissy.
Which airport will I land at in New York?
How long is the flight and how frequent are they?
What is the cost of the flight?
Can I get an all-inclusive package?
Is it better to book the flight and the hotel separately?
If I need to cancel or change my dates, is that possible?
How far is the airport from the city centre?
I would like a 4 star hotel in the centre of the city.
What amenities does the hotel have?
How long will it take to get to Mexico City?
Which Station will I arrive at in London?
We would like a double room, please.
How early do I have to be at the train station?
I would like a family room for myself, my husband and our daughter.
I would like to organise a holiday to Gibralter.
What kind of hotel are you looking for? I would like to look at four star hotels.
I would like two connecting rooms. One room with a double bed and one room with twin beds.
Can I get a train into London from the airport?
I would prefer a hotel near the beach.
Does the hotel have any activities for children?
Could you recommend a good hotel in Budapest?
What is the price difference between economy class and business class?
I would like an economy class ticket to London please.
I will return on the 27th of August.
I’m calling to book the holiday of my dreams.
I have very specific requirements for the trip.
I would like a double room with breakfast included.
I would like to book a family room.
I’d like to rent a fabulous three-bedroom flat with a view of the sea.
I would like to go to Barcelona in September.
I would prefer to have a hotel in the center of the city that is less than 75 euros per night.
I’d like to find out much more about the various things to do there
I’d like to book my next holiday.
We will be arriving on the 14th of September and staying for two weeks.
I would like to book a flight for two adults and one child.
When is the best time to visit Jamaica?
I want to book a flight for my trip to New York.
I like to spend time outdoors.
Could you please arrange a courtesy bus pick up for me?
We are going to rent a car to see the countryside.
I intend to stay from November 21 to 23.
I would like to leave on… and return on…
I’m calling to ask for some tourist advice about London.
Are there cheaper fares if we travel on different dates?
I would like to spend three weeks in Thailand and I would like to see Bangkok, Phuket .
I’d like to cancel my flights and get a refund.
I’d like to request information about an all-inclusive trip to Jamaica.
I would like to confirm all the details of the trip. I will leave from Nice on…(date) at …(time) and I will arrive in
New York on… at…

HIRING A CAR

I would like to rent a car for one week.

Trained Examples
What is the cost of renting a car for 1 week?
I want a compact car. There are only two of us.
Is there a special weekly price?
If I need to add on extra days how much would it cost?
Does that include insurance and damage waiver?
If I have an accident, which is my fault, is there an excess?
Is the car an automatic or a manual?
Can I pick it up at one place and drop it off in another town?
I’d like to rent a car for one week.
Which is your cheapest car?
Can I pick it up and drop it off at a different location?
Do I need a special driver’s license to drive in England?
Is it diesel or petrol?
What types of scooters do you have?
Can I use my French driving licence?
How much is the insurance?
Where can I drop it off?
Sorry, what is the total price for this date?
Does the insurance only cover third-party liability?
How much would ‘personal theft’ insurance cost?
Can I drop off the car at the same place I pick it up?
Is unlimited mileage included?
When do I have to return the car by?
I want a comfortable car to seat four people

FLYING ISSUES

I was given an aisle seat but I prefer a window seat. Could I change?

Trained Examples
I haven’t got a pillow or blanket. Do you still have some left?
The in-flight phone isn’t working. It won’t accept my credit card.
I ordered a vegetarian meal when I reserved. Do you have any?
I’ve spilled red wine on my dress. Do you have something to remove stains?
Excuse me but my headset isn’t working. Can you replace them?
I saw all the films on the outward trip. Don’t you have any others?
At check-in I asked to be upgraded.
I’m a frequent flyer with your company.
Is it possible to change to Business Class?
I wanted to have a quiet word with you.
I’m quite a tall person and there’s not much leg room.
Do you have a seat next to the Emergency Exit?
Would it be possible to change seats?
Can you help me?
Excuse me, I seem to have a problem.
Could you help me?
My seat doesn’t seem to recline. Could you find me another seat?
Could I see a doctor as soon as we land?
Excuse me but I don’t feel well.
I would like to speak to your manager as I am not happy about paying for another connecting flight.
Excuse me but I have been given a meal which I did not order.
I’m sitting next to a lady with a crying baby. Is it possible to change seats?
I’m sorry, but this is my seat. I have the boarding pass to prove it.
Is it possible to have chips rather than salad?
I feel sick. Do you have any aspirin?
There is black smoke coming out of the aircraft wing. Can you tell me what’s wrong?
I’d like some water and a coffee, please.
Could you please get me a sandwich?
My husband is not feeling well, in fact I think it is air sickness and he feels nauseated. Do |
you have an antacid or milk?
I’m sorry but I certainly can’t go the rest of the journey like this. I’m really uncomfortable, could we be given other seats?
My seat seems to be broken. Can you fix it or move me to a different seat?
Do you know how long it will be before we take off?
I’m not feeling very well. Do you have some medication to stop me from getting sick?

AIRPORT ISSUES

How long does it take to get through the security check?

It can take a while to clear customs.

NEXT FLIGHT

My connecting flight was cancelled. Could you put me on the next available flight?

Trained Examples
Can you guarantee me a seat on the next plane?
How can I claim the cost of the flight?
I would be grateful if you could help me.
My flight was delayed and now I have missed my next flight. What can I do?
My plane was delayed leaving Paris and I’ve missed my connecting flight to New York.
I’ve missed my connecting flight. What can I do?
I can’t wait until tomorrow, I have an important meeting in the morning. I need to get there. What can you do?
Will the airline cover the cost of the hotel and dinner?
This is not acceptable. Can you not get me on another airline’s plane?
The flight’s full? Can I get on a waiting list?
When will I know if I have a seat?
You should allow more time between flights. The connection was quite tight.
I’ve missed my connecting flight. I might lose my hotel reservation!
My flight was already changed from a direct flight, I’m not happy!

LOST LUGGAGE

What will happen to my luggage?

Trained Examples
I’ve just arrived on an Air France flight from Paris but my luggage hasn’t. What can I do?
When will it arrive?
I have an important meeting in the morning and I will need my business suit.
You are not very helpful. I expected better service from your airline.
How do I make a complaint?
Will the airline pay for a suit or, at least a change of clothes? I have been traveling all day in these.
Could you not get my luggage on a flight with another airline?
I can’t find my baggage on the carousel. What will I do?
There was a large black suitcase and a smaller green one.
There were 2 pieces of luggage.
I’d greatly appreciate your help in this situation.
Can you help me find my bags?
You lost my luggage and I need it back. What can you do for me?
Where can I get some night clothes and toothpaste?

OVERNIGHT ACCOMMODATION

Could we get a hotel in the centre of town? We don’t want to stay at the airport.

Trained Examples
But the plane is still at the gate. You can still let us on.
I’m here on business.
No, we are only staying in the city for 2 nights and then we are travelling.
Can you get me on the next flight, please?
Could I get a voucher for one night at a hotel and two meals for my family?
When do I need to check in for this flight?
My taxi was late because of a huge traffic jam and I missed my flight from Montreal to Paris.

SECURITY

Here is my passport and the immigration documents.

Trained Examples
When my passport photo was taken I had a beard.
I am travelling with my husband and my daughter.
When my passport photo was taken I had a different hair style.
I am afraid I don’t know the exact address.
When my passport photo was taken I was much younger.

CUSTOMS

No, I didn’t visit any farms prior to traveling.

Trained Examples
Yes, I brought some French cheese for my friends and some French wine.
I have a total of $1,000 in cash and $2,000 in Travelers Cheques.
Those pills are for my blood pressure.
The money I have in my possession was legitimately earned. I am a businessman and I can prove its legitimacy.
I have prescriptions for those medications.
Of course, would you also like me to remove my jewellery?
I don’t know how that cheese got in my suitcase! Maybe my mother put it there.
Yes, I packed my own suitcase.
I will be staying in Mexico for two weeks.
I’m here for vacation with my family, I am sure I was born in France and have no Middle East connections

TAKING A TAXI

Can you tell me the best way to get to town from the airport?

Trained Examples
Will the shuttle bus drop me off at my hotel?
What’s the difference in price between a taxi and the bus?
Where is the taxi rank?
What tip should I leave?
We need to go to the Hotel Splendid in downtown Manhattan.
How much does it cost to go downtown?
How long does it take by bus?
What is the going rate for a tip these days?
Can we work out a flat rate for the ride?
We need to get to the Royal Hotel in Central London.
Are there any extra costs?
What rental cars do you have available?
Do you know much does a taxi/shuttle cost to go to the Mercure hotel?
I’d like you to get me to the airport as quickly as possible.
How quickly can we cross town at rush hour? I’m running late for my plane.
Here’s tweny dollars, please keep the change.
What about taking the side roads if the centre is so busy?

HOTEL SERVICES

I reserved a single room for 3 nights in the name of Leclerc.

Trained Examples
I reserved it on the internet 1 month ago.
Yes, you confirmed it by return.
My travel agent assured me it was booked.
What time is breakfast served?
Can I get a wake up call?
Is there a night porter if I come back late?
Does the hotel have a bar?
Which floor am I on?
I know it’s late but can I still get something to eat in my room?
Could we get a bottle of Sancerre and 4 glasses with perhaps some salmon and cucumber Sandwiches?
I’ve just been up to my room and I’m appalled. I asked for a room overlooking the sea and it’s overlooking the kitchens.
My room is unacceptable. It’s not been cleaned. There is a smell of smoke and the air Conditioning doesn’t work.
I want to change my room, it’s too noisy.
My room is not what I reserved. I wanted a family room or at least adjoining rooms but the rooms are not together.
There’s no hot water from the shower and there’s a funny smell in the bathroom.
The room looks out over the street and it’s very noisy. I’m a bad sleeper and I need quiet.
When I booked I was assured that I would have a room overlooking the sea, with a balcony. My room is on the back of the hotel and there’s not even a balcony?.
I’m sorry but I need to change rooms. The air conditioning in our room is too noisy and my wife can’t sleep.
If the hotel is fully booked, when can you change our room? We can’t stay in the one we have for 2 weeks.
I’d like to thank you and all of your staff for making my stay so enjoyable.
Everyone was so nice and helpful.
I want to order a steak, medium rare, with french fries. For dessert, I would like some ice cream.
I asked for a room overlooking the sea and it’s overlooking the kitchens.
My room is not what I reserved. I wanted a double room with an ensuite
Excuse me but I am not very happy. The mini bar is empty, and the remote control is missing
I would like to order room service please.
In addition, the room is not completely clean and it is too cold in here. I cannot turn off the air-conditioning.
I cannot see any football matches on the TV, so it must be broken.
Look, there’s no hot water and I am very unhappy about it.
I’m afraid it is very noisy and it’s not my idea of a holiday.
I’m dissatisfied with the room.
I booked on the internet.
I’m staying from the eleventh of July to the twenty-fifth.
Is the kitchen still open?
I’d like a continental breakfast served in the dining-room.
I have a reservation under the name Ferrier.
The television does not appear to be working.
We have noticed a number of problems with our room.
By what time do I need to check out?
Everything was working fine this morning when we left, but we cannot live with these problems. So I ask you to fix them asap!
The air-conditioning is not working and we don’t have any hot water.
We’re staying for a week so what would you recommend we see and do here?
I want to change my room because I suffer from altophobia and the room is on the 18th floor.
Do you have room service and daily laundry services?
Does the hotel have a restaurant? Can I book a table for this evening?
Good afternoon. I have a double room booked under the name Harper.
I’d like a wake-up call at 7:30AM.
I booked a room with a view of the beach.
Can you change my room please? I don’t want to stay there.
I paid good money for my room and want you to change it right now!

LOCAL ATTRACTIONS AND DIRECTIONS

How far is it to the airport?

Trained Examples
We will be staying in the city for a week, what would you recommend we see?
My kids like Theme Parks: are there any in the area?
What should we not miss seeing whilst we are in the area?
Are there any festivals this week in the town?
Can we see everything on foot or do we need to take public transport?
Which museums and art galleries would you suggest we visit?
Are the museums free or do we have to pay?
We know about the main sights to see but if we wanted to get off the tourist track what would you suggest?we do?
I want to discover the hidden city–what the normal tourist doesn’t see. Have you any ideas?
We are only in town for a few days. What should we visit?
What is the quickest way to get to the Gare de Lyon?
How do I get to the Avenue de l’Opera from here, on foot?
Could you give me directions to the station?
I’m a little bit lost. How do I find the Rue de Rivoli?
Excuse me. I think I have taken a wrong turn. I’m trying to get to the Vieux Port.
I need to get to the airport. What’s the best way?
if we wanted to get off the tourist track what would you suggest we do?
Could you tell me the best way to get to the highway from here?
Are there any interesting festivals or celebrations in town this week?
In order to get to the city centre, do you recommend public transport or should I take a taxi?
Excuse me, but is the Station far from here?
Can you help me? I’m trying to get to Piazza Navona. What’s the quickest way?
What advice do you have for someone visiting Hungary for the first time?
Are the museums free? Is there a tourist pass or discount?
What can you tell me about going on a Safari?
Can you tell me how to get to the sushi restaurant from here?
How far away is it? How long will it take to get there?
How do we get from the airport to your house?
Can you give me directions to the nearest shopping mall?
Can you tell me more about places to visit in Rome?
Did you say to make a right or go straight?
Excuse me. Can you tell me if I’m heading in the right direction?
I’m sorry, what do I do at the next traffic light?
How can I get to the train station?
What did you say I should do at the next block?
Does this bus go to the center?
Can you give me some landmarks?
I’m looking for the Smithsonian museum. Is it near here?
I was told that the museum is on Main Street but I can’t find it. Can you help me?
I’m interested to know everything there is to know.
Could you tell me about local markets that are worth visiting?
Where is the nearest bus stop? Can you tell me how to get there ?
What time does it open? When does it close?
I’d love to do a bit of sightseeing as well as eating some wonderful local food! What can you suggest?
What MUST I do while I’m here?
Can you direct me to an ATM please?
Is it easy to find your way around?
Is it a nice place?

SHOPPING

I want to buy a present for my wife and children, something from here.

Trained Examples
I like this skirt. Do you have it in my size?
Do you have the same in blue?
Can I try them on?
No. Unfortunately it’s a bit tight. Do you have it in a larger size?
I want to take back something typically British. What do you recommend?
Yes, I’m looking for some swimming trunks. Can you show me something?
I live in Europe. Can I get the tax back before leaving the US?
If my husband doesn’t like it, can I return it?
Could you tell me what this is?
Do you know where I can find a store that sells…?
What other colours do you have?
Do you have this in a smaller size?
Excuse me, can you tell me where the nearest shopping center is?
Can you show me other colours?
Where is the Chemist? I need to buy some medicine.
I’d like some headache tablets please and something for an upset stomach.
I need to get some fresh fruit and vegetables.

ASKING FOR MEDICAL ATTENTION

Are you serious when you say that the drugstores here are open 24/7 and can deliver?

Trained Examples
I’m feeling unwell. How do I get to see a doctor?
Does the hotel have an on-call doctor? I’ve got severe stomach pains.
I slipped in the shower and I think I’ve twisted my ankle. Can you call a doctor?
My son is very unwell. He’s been up all night being sick and he also has diarrhea. How do I get a doctor?
I tripped on a paving stone and I think I’ve broken my ankle. Can someone call an ambulance?
I’ve caught a very bad cold. Where’s the nearest chemist?
My throat is very sore and I’m sneezing a lot. Have you anything for that without a prescription?
My wife has a problem with her eye. I think it could be a stye. Can you give me something for it?
I’ve caught a very bad cold. Where’s the nearest drugstore?
It’s urgent! I need to see the doctor as soon as possible!
Is it possible for the doctor to see me in my hotel room?
My boyfriend is not well. How do I get a doctor?
I have a bad headache, and feel sick.
Where is the nearest doctor or clinic?
I feel nauseous and my head is spinning. Do you think I have vertigo?
My head hurts, I feel nauseous, and I can’t move my legs without feeling a sharp pain in my back.
I should be fine, I don’t think it’s anything serious.
I’m starting to feel dizzy. I need to lie down.
I think I must have caught cold.
I’ve got really bad back pain and I feel awfully sick.
She’s fainted.
She seems to be having some sort of a fit. What can I do?
I’m frightened I might be having a heart attack. Please come quickly.
He banged his head as he fell and is now unconscious.

THANKING

Please pass my thanks to your staff. Everybody was kind and helpful.

Trained Examples
All of the staff were very helpful and paid a lot of attention to detail.
Before leaving I wanted to thank you for making our stay so enjoyable.
Thanks once again for everything. I will certainly recommend your hotel to my friends.
What a pleasure it was to stay here. Thank you.
Thanks very much, it was a real help taking me to the airport.
Once again, thank you for letting me stay with you. I really appreciate it.
I don’t know how to thank you enough for all your hospitality. It made my holiday.
If you come to France we will be more than delighted to show you around after all you’ve done for us.
It was nice of you to take the time to show us around.
Thank you for being so helpful. I shall certainly shop here again if I come back.
Thanks for lending me the adaptor. I always forget something.
Next time we shall invite you and your wife.
Thanks again for a lovely dinner.
We would never have discovered this place on our own.
Really, it was very kind of you to show me the way.
Next time we should have tea together.
It was nice of you to take the time to show me the way.
I don’t know how to thank you enough for all your help.
What a pleasure it was to stay here. Thank you. I will recommend you to our friends.
I had a marvellous visit at your hotel.
I appreciate the service and quality of your hotel.
Again, thank you for making my stay so pleasant. Your rooms are clean and quiet.

RECOMMENDING THE TRIP

You should go there. We had a wonderful time.

Trained Examples
I had such a ball. The whole holiday was great. I know you would love it.
There’s so much to see. It’s steeped in history.
We really felt we had discovered the city. If you decide to go, I can give you all the best places to visit.
It’s the sort of holiday you would enjoy. The beaches are excellent.
The hotel was first rate. The staff were so attentive.
You will love it. There’s so much to see and do.
We didn’t see the kids practically the whole holiday, they were so busy.
I can’t speak highly enough of the hotel.
We could walk into town where there are lots of little restaurants and bars.
The city is so interesting. If you like history, there’s over a thousand years of it.
The hotel was first rate. The staff were very helpful.
It’s the sort of holiday you would enjoy. There is a lot to see!
I would really recommend trying this restaurant we discovered.
We ate a lot of very good food when we were there. I also did a lot of shopping.
I highly recommend a trip to Peru.
I strongly suggest that you visit the Inca sites.
I have no hesitation in recommending this location to you
I really recommend going to the hotel. The service was outstanding and the staff truly wonderful.
What about going to the Seychelles? It’s so beautiful and extremely good value for the money.
I loved our hotel. I’d recommend it any day!
Maybe I can show you where we went. It was so good to get away.
Have you considered Scotland? It’s so wild and the scenery is quite extraordinary.
I wonder whether you’d like Spain? The climate is gorgeous and the food is good too.
Shall I show you our holiday pics? It was such a fantastic destination.
Why don’t you go to the hotel we were at? It was right in the centre, yet wonderfully relaxing.
I think you’d really love Cuba - it’s so exotic.

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HELPDESK

CUSTOMER PROFILES

// Explained: Who are your customers? It is said that the cost of acquiring a new customer is 5 times that of keeping an existing one.

Whether it be a internal or external contact, building and sustaining a strong relation with the customer drives business success.

The majority of our customer base are individuals but we are looking to expand to include groups

Trained Examples
What is the problem you are having at the moment and could you describe it in detail?
Our customer is internal.
The majority of our customer base are individuals.
It really is quite simple, our customer is the front office.
We need to look very closely at who our customers are in order to create
an efficient hotline.
We have a network of customers worldwide, all with different needs.
Our customers are small companies with whom we have developed a
solid relationship.
If we are to offer an efficient hotline then we need to fully understand our
customer base and what they need from us.
We need to support the back office.
We only deal with large corporate customers: companies with turnover
over $10,000,000.

EXPLAINING YOUR ROLE

// Explained: If a colleague “filled in” for you (replaced you in your job) temporarily and you needed to delegate your tasks, how would you go about explaining your job.

You could define your work in terms of a “mission statement”.

This helps to explain how your individual role contributes to collective goals and reflects shared values.

Do you have one for your company, your department, your office, for yourself?

In this skill we use language to build an effective mission statement for yourself and others.

Our customer is paramount.

Trained Examples
If a solution is obvious we will resolve any problems immediately.
There can only be one goal.
Our customers are important to us.
We always try to give our customers what they need.
Our mission is simple. We aim to offer a 24/7 helpline which can
resolve problems quickly.
Even if a problem is complex, we are committed to resolving it within 24
hours.
We have a very clear idea what we want to achieve.
We strive to provide effective and efficient solutions.
We need to provide solutions as quickly and efficiently as possible.
Our mission was defined by asking our customers what they expected
from us.
We define the parameters precisely with our customer so that everyone
knows what is needed.
We are offering an efficient service within the shortest possible
timeframe.
Satisfying our customers is central to our business strategy.
We sat down with our customer and between us we decided what was
feasible.

IDENTIFYING EXPECTATIONS

// Explained: Every call is different. Each caller has a different issue and one thing in common. They need you to understand their problem and they want you to help them.

Getting to essentials requires a clear understanding of your customer, your role and your options.

What can we do for you?

Trained Examples
When do you need it by?
How often do you need to perform this task?
What result do you normally expect to get?
What priority do you give this action?
How often do you need to send packages?
First let me ask you what you need so that we can look at the best way
to help you.
Will you be willing to take out a maintenance contract?
What can we do for you?
Are you having technical problems at the moment?
We will do our best to find a solution quickly.
We will do the maximum.
Are you referring to service warranty?
What particular feature are you referring to?
Are you concerned about this short or long term?
Have you already called us about this? Who did you speak to?
Can you tell me if it is urgent?

PROJECTING THE RIGHT IMAGE

// Explained: The 5 Ps - Projecting an image that is patient, polite, positive, professional and pleasant is not easy in a second language.

Intonation on key words can help you to get closer to a caller’s issues and preoccupations.
Professionals are not required to say ‘yes’ to everything that is asked of them. However, they should work hard to find creative ways to make “yes” possible. When professionals say yes, they use the language of commitment so that there is no doubt about what they’ve promised.

Your tone and accentuation will help caller’s to understand and feel your concern and desire to find a solution.

‘Impossible’ is not in our vocabulary.

Trained Examples
Is this your first contact with the hotline?
You can count on us.
Is this the first time you have called us?
That’s just fine. You are in safe hands, now.
It’s important to portray a good image.
Let’s just take it step by step, nice and easy.
Next time, you won’t have to call us.
This is Mike and I’ll be helping you to get back on-line.
Frequently Asked Questions must be comprehensive to reduce telephone
calls.
Everything on the site needs to be easily understood.
I trust we have been able to help you, today.
If you don’t wish to wait, you can consult our on-line self-help corner.
Was there anything else you wanted?
I’d like to assure you of one thing: we can help you.

BEING POSITIVE

FRAMING POSITIVE MESSAGES

// Explained: The way you express yourself will affect whether your message is received positively or negatively ? or not at all. Positive communication results in cooperation, rather than argument or confrontation.

• It tells us what can be done.
• It suggests alternatives and choices available.
• It sounds helpful and encouraging.
• It mentions positive consequences that can be anticipated.
• It stresses positive actions or consequences.

Here we look language for sending positive signals to callers to the helpline.

POSITIVE

Sure, no problem. I’ll ask a member of our staff to take care of that for you.

Trained Examples
The best way to deal with this problem is to go back to basics.
Yes, of course I will bring it right over for you. Where are you sitting?
I will ask my manager to check our video tape if you are still not happy.
No problem. We are asked about that regularly.
I can give you an immediate answer on that.
Yes, of course we can help you, that’s what we’re here for.
I will send you an email with the answer within the hour.
Let me pass you to my colleague. He’s the expert on this.
I can answer that now. It’s very simple.
It’s simple. Let me talk you through the procedure.
Don’t worry. Give me the details and we will sort it out.
I’m sure we can resolve this straight away.

NEGATIVE

I’m afraid we don’t provide such a service.

I will check if we have any left and get back to you within five minutes.
Unfortunately that is out of my control.

WHAT IS POSSIBLE

GIVE REALISTIC TIMEFRAMES
// Explained: Be sure to promise only when you can deliver and talk about what is possible.
Optimism is human. But to be over-optimistic can be bad for business.

Manage your caller’s expectations:
Only commit when you know you can deliver. And once you commit, make sure you deliver.

We have a procedure to follow in this type of situation

Trained Examples
We have 3 possible solutions for your problem. If they don’t work I will
pass you to a technician.
Yes, what I am able to do is to talk you through the different processes to try and solve the problem.
What I can do is look at our tracking site and pin point exactly where the parcel is.
If that doesn’t work, then I’ll contact the driver and ask what the problem is.
I can go through the process with you but if that doesn’t work we may
have to send out a technician to look at it.
I can give you certain information but for the rest I’m afraid it’s confidential.
I will try to help you resolve your problem but if that doesn’t work we will analyse the problem and get back to you before the end of the working day.
What I do is ask you questions to identify the problem and if it’s within
my capabilities to resolve the problem I will. If not I will pass you to a colleague in Level 2.

REFORMULATING REQUESTS

REFORMULATE

// Explained: A simple reformulation can help communication.

• It clarifies the request of your caller.
• It shows you care about your caller’s concerns.
• It buys you precious time to think about the feasibility of the response.

Let me tell you what I understand of your problem.

Trained Examples
So that’s the cable to the screen? Is that right?
So, if I understood you correctly you said you are unable to save your
data.
You said that you are having trouble with your internet connection.
Do you mean this happens all the time or is it intermittent ?
Do you mean the contents or just the packing ?
You are saying that the package was damaged when you received it.
When you said the cable was faulty did you mean the cable connecting
the computer to the internet?
So, you are enquiring about the procedure we use. Is that right?
You told me earlier that the problem had occurred before.
So, if I understood you correctly you said you are unable to login?
So is that an existing file, or have you deleted it?
Let me tell you what I understand of your problem because it seems as if
we are not on the same page.
Do you mean that you will deliver them next week or the week after
next week?
Can I reformulate what you’ve just said to be sure I understood?

ASKING FOR REPETITION

Excuse me… I’m sorry

// Explained: Whether the misunderstanding is because of vocabulary or pronunication, it is often necessary to ask for repetition to make sure. Interrupting politely is a skill worth developing.

What do you mean by that?

Trained Examples
Can you say that again?
I didn’t quite catch that. Could you say it again?
Could I ask you to repeat the last thing you said?
I think I’ve understood. Just tell me again.
Just go through the problem again so that I can make sure that I have understood.
Could I ask you to go over that last part again?
Could you tell me again, but more slowly? I’m having difficulty with your accent.
Do you mind just repeating that again for me, please?
I’d like just to check that I fully understand the issue here.
Just go through the problem again so I can make sure that I have
understood.
Come again?
I missed that. Could you say it again more slowly, please?

OFFERING SOLUTIONS

// Explained: NUANCE YOUR ADVICE

SHOULD = MORAL IMPERATIVE

Should implies a personal imperative, either technically, or for personal benefit.
Should expresses what is morally appropriate or technically expedient for the situation.

When to use it:
Should expresses peer to peer (same rank or authority) advice.

“You should check your computer for viruses at least once a week.”

COULD = INTERESTING POSSIBILITIES

Could informs or reminds you politely something is possible

Could expresses ideas as suggested solutions.

When to use it:
Could is a good choice for offering ideas to a boss or decision maker.

“You could consult our website for more details.”

Trained Examples
Maybe you could come into my office to resolve this?
Shall I lend you a memory stick so you can transfer the data?
What we can do is the following.
O.K. First give me the full address of your customer so that I can check our records.
The best way to deal with this problem is to go back to basics.
As I tell you what to do I want you to implement it.
I am going to send you an email with
the detailed instructions.
You should definitely contact them directly.
You should take out a comprehensive service policy.
You could consider outsourcing this work to us.
If you have any difficulties, you can reach me on my mobile.
If you want a longer term solution, it will take more time.
In conclusion we can recommend this method as an efficient and cost effective solution to expensive and time-consuming alternatives.

APOLOGIZING

“Our most profuse apologies for the inconvenience”

// Explained: The standard pattern in English for apologising is

• an apology
• a reason
• a future commitment or promise

We’re extremely sorry about the delay in dealing with your request, which is due to a technical hitch on our side. We are working on it now and we will call you back as soon as we get it fixed.

The key to apologising is sincerity. Show you mean what you say I am really very sorry. I will make sure we rectify the situation immediately.

A sincere apology will always make a difference.

Trained Examples:
Please accept our sincere apologies.
Please accept my apologies.
I’m sorry.
We must apologize.
I’m sorry for the mix-up.
I’m sorry but it’s taking longer than I thought.
On behalf of the company I apologise. It was totally our fault.
I can assure you we will do our best
not to make this mistake again.
What can I say? It shouldn’t have happened. I’m sorry.
We’re extremely sorry.
It was our fault. I’m sorry.
I would like to apologise for…
I apologise profusely.

KEEPING CONTROL

// Explained: Be Firm but polite

"Tact is the knack of making a point without making an enemy."
Issac Newton.

It is important to be tactful and diplomatic when you handle your Hotline calls.

When there is time pressure and you need to take another caller, firmly but politely bring the call to a close and reassure the caller.

“I am very sorry, but I am gonig to have to leave you now. I have make a note
in the system to give your issue priority treatment and shortly we will contact
you to tell you the outcome. You will hear from us before the end of the
week.”

Trained Examples
This is the first time we have had to deal with a problem like yours.
I’m sure you’re right but it’s unusual.
Have you tried all the usual operations to try and resolve the
problem?
It’s a pity you couldn’t have told us earlier.
Can I ask you to try it once more to be sure the problem wasn’t caused
by our equipment?
Are you sure that somebody in another department didn’t take the
package?
With all due respect, that is not in the contract.
We are encountering a few difficulties.
It shouldn’t be a problem.
We will do our best to resolve the problem quickly.
Would it not be more efficient if I called you.
Don’t you think it would be better for both of us to postpone the call.
Can you tell me when you last saved the file?
Can I ask you to try and log on again, and tell me if you get any error messages?

CONVINCING OTHERS

MAKE YOUR TONE CONVINCING

If you have the right argument, your caller will always be satisfied.

But when you don’t… when you feel that your caller is just not buying it…you may want to add impact to your argument.

Key words that have a positive and convincing impact can be given extra emphasis.

Amplifiers: usually adverbs that highlight and amplify the key words.
Intonation: Accentuation of these key words and/or amplifiers.

“We are entirely convinced that this is the exactly the right solution in order to increase productivity.”

Now we work on different language and intonation to convince your caller that you are in control of the situation.

Trained Examples
I know you can do it. Just follow my instructions.
Yes, really, don’t worry, I’ve solved worse problems than this.
Let me go through the steps again and you’ll see it’s easy.
O.K. Just follow carefully the instructions and it will work. Believe me.
I can definitely confirm that the package was delivered to the
customer.
You can trust me on this. This is exactly the approach we recommend.
I can guarantee that this will work.
There is a fast way to solve this.
You can get better results if you follow these instructions.
That must have been very frustrating.
Please don’t worry, I’m sure this is the right way forward.

TIMING THE CALL

TIMING THE CALL

“Time is Money” (attributed here to Pope Clement XII, 1730)

Basic expressions to announce the end of a call

We need to stop now.

Trained Examples
We don’t have much time left.
More idiomatic epressions
We are drawing to a close.
We need to call it a day.
We are working against the clock here.
How much time do we have?
I can give you 15 minutes.
It should take no more than 10 minutes at the most.
I’ll stay on the line until we’ve solvedthe problem.
Can we keep this brief?
I have another user on the other line.
I’m afraid I need to ask you to keep this short.
We are under a certain amount of time pressure.
If I am going to help you, we need to get back to the issue.
Let’s cut to the chase. It will save us time.
We only need 5 minutes, maximum.

FACING TRICKY SITUATIONS

// Explained: Tricky is awkward. Despite all your best intentions, professionalism and technical expertise, some situations are just difficult.

“That’s a tricky one but let’s see what we can do.”

• You just don’t know how to answer.
• You don’t feel competent to deal with a problem.
• You feel that someone is behaving unfairly.
• You are irritated in some way.

Trained Examples
Wow, that’s one difficult problem.
Let’s see what we can do.
I haven’t seen that happen before but don’t worry.
This isn’t something we’ve come across before but I’m sure we’ll
resolve it.
In twenty years this is one of the most tricky issues I’ve had to solve.
It is always annoying to experience a delay.
It is very irritating to have to wait for a solution.
People get frustrated when they don’t get the help they need.
You want to know what the problem is.
It is distressing to receive an error message.
You are disappointed at the quality of service.

REPLYING TO OBJECTIONS

DEALING WITH OBJECTIONS

// Explained: You can deal with objections more effectively by anticipating them, and then by applying a 3 step approach.

• Listen and reformulate.
• Answer and give clear examples.
• Check and validate your reply.

Please let me explain to you how to place your bet.

Trained Examples
I’m sorry but it is not clear which number you are marking.
If that doesn’t work we will try something else.
I’m sorry that you don’t accept my answer.
O.K. Let me put it another way.
Why do you think that way? It’s always worked before.
I can see your point of view but it’s always worked before.
Believe me, this method is foolproof.
What can I do now to address your problem?
There are various features that can help. Would you like me to go over them?

REPORTING BACK

REPORTING AND LANGUAGE STRUCTURES

// Explained: Passing on information to colleagues and technicians can involve “reported speech”. This involves reporting verbs and certain structures that create narrative sequence, so that your listener knows what happened when, and what they should do about it.

Can you help? I told him what to do and it still doesn’t work.

Trained Examples
This is out of my league.
The customer told me that he’d tried everything.
I went through the usual steps to solve the problem but it keeps
recurring.
Could you ring them and see if you can help?
I’ve tried everything I know. This is a job for you.
I told them to reboot and then to try again but it was still blocked. What do you suggest?
Nothing I suggest seems to work. I think you’ll have to step in.
Can I send you an email setting out the problem and what I proposed?
The network is down. We have no phone or internet access.
Do you think you can repair it within three hours?

GIVING SUPPORT

REASSURING

// Explained: One of your key roles is to reassure and offer support to your troubled and anxious callers. Very often your caller is not the first and probably won’t be the last person to meet this difficulty. Use this knowledge to reassure them and build trust.

No problem. We can get some help straight away.

Trained Examples
We are here to help. Don’t worry.
Don’t worry, we can help you.
Rest assured we will find the problem.
That’s what we are here for. I’m sure it won’t take long.
I will stay on the phone with you until we have found a solution.
We often receive calls about this issue.
We can certainly help you with this issue.
I am delighted to say that a simple solution exists.
I will get you some help immediately. Let me reassure you.
You don’t have to worry about it. I understand your concern, but it isn’t
as serious as you believe.

---

BANKING

PRESENTING SERVICES

// Explained: Summarise key benefits.

Answer the client’s question, “What’s in it for me?” and respond to questions or concerns, providing facts that can help the person decide what services to choose and why.

Ask, then listen

Make your introductory remarks and then ask questions that elicit more than
yes or no answers.
Make sure to validate points, but don’t interrupt.

Show, don’t tell.

People start to own a product or service when they envisage using it. Unlike physical products, they can’t hold or test drive services. So you will need to use language that reinforces this.

Trained Examples
We charge fees for transactions on your account.
We will need to see your business plan.
Our financing terms offer flexibility.
You can authorise transactions on-line.
You can access all of your accounts via internet.
There are a range of credit facilities available to you.
Do you know about the level of performance we deliver?
It is our priority to provide the best advice and to make practical suggestions in order to enhance the quality of the products our customers sell.
Would it possible to see your financial statements for the last three months?
We will send you details of our respective funds.
The funds are frozen for the duration of the investment.
We will match the right consultant to your individual requirements.
We charge fees for transportation on your account.

ASKING QUESTIONS

TYPES OF QUESTIONS
Open questions for exploring (long answers)

How do you see your business developing in the short to medium term?
What do you expect from us?
Where can we help you?

Closed question for validating (short answers)

Is that a fair assessment?
Don’t you agree with that?
Would you be open to discuss this further?

… and probing

Are there any other issues?
How much can you invest?
What is your deadline?

Trained Examples
Do you have other subsidiaries?
Do you manufacture your goods?
Where is the company based?
What sort of marriage contract do you have?
What sort of contract do you have?
What is your current debt burden?
Can you reduce overheads?
My first question is about international payment methods. Do
you use them?
We take our obligations for strict confidentiality very seriously.
Confidentiality is of paramount importance to us.
Do you own your house?
Do you plan to travel abroad?
What is your net worth?
Have you got an interest in equities?
What’s the nature of your business?
When was your business established?
Where’s the company based?
How many overseas sites do you have?
What sort of financing are you looking for?
Have you considered recapitlizing the business?
You may need to broaden your customer base.
Could you let me look at your balance sheet in more detail?
What is your cash flow like?
Anything you disclose will be strictly confidential.
If you consider my questions inappropriate, just let me know.
I wanted to ask what we can do for you?
What sort of transactions will you need to make?

GIVING ADVICE ON INVESTMENTS

// Explained: Financial advice
"Wide diversification is only required when investors do not understand what they are doing." Warren Buffett (American business magnate, investor, and philanthropist)

FORMAL

We recommend that you… strong
We advise you to… neutral
We suggest that you… mild

IMPERSONAL

This is… affirmative
This would be… hypothetical
This may be… tentative

INFORMAL

You must… very strong
You should… strong
You could… neutral
You might… tentative

Trained Examples
For the short term, bonds offer greater security.
We would recommend an investment mix.
I have in front of me your PnL statement.
You could go for a mix of shares and insurance policies.
You are interested in solid investment over the medium to long term.
Risks need to be weighed against potential gains.
Stocks offer greater gains potentially, but are more subject to market fluctuation.
This is the best way to provide maximum growth while securing
your investment funds for the future.
This is a good time to consider investing in government bonds.
We can provide you with feedback on the performance of your portfolio.
Why don’t you let us manage your portfolio?
We could look for some stable and less risky investments.
What I can suggest is that we wait a while before committing.
We reckon you should opt for a five year fixed term.
It might be good to have a wider geographical spread of investments.
You can decide whether you want to get into emerging markets or not.
It would be useful to have a look at our sales forecasts.
To my way of thinking, investment is the priority.
Essentially my role is to give guidance, where needed, and to be there for you if you need help.

PRESENTING PRODUCTS

// Explained: Forecasting with more or less certainty

“Only buy something that you’d be perfectly happy to hold if the market shut
down for 10 years.”(Warren Buffett, American investor & philanthropist)

Different investment opportunities require investigation & discussion. The following modal auxiliaries enable you to nuance and to forecast. This skill helps to nuance your expression when making predictions.

We offer a variable rate.

Trained Examples
We can arrange a meeting with the fund manager.
These are low-risk investments.
Gold has reached a record high and represents a safe haven.
We have a loan that can be proposed throughout the year.
You will have to pay a fee each time you make an investment.
You will be able to select the funds that are most suitable.
The shareholder dividend payout last year was outstanding.
It’s better to have a lower rate of return than to leave your surplus
cash in the bank.

COMPARING PERFORMANCE

GOOD, BETTER, BEST

“It’s far better to buy a wonderful company at a fair price than a fair company at a wonderful price.” (Warren Buffet)

REINFORCING

what’s more / in addition / in fact /

CONTRASTING

in fact / actually / however / all the same / even so / in spite of this / on the other hand / nonetheless

GENERALISING

as a rule / generally speaking / on the whole / objectively speaking / globally

SUMMARISING

in short / put simply / in a word / in a nutshell

Trained Examples
The price is too high.
At present, the Euro is performing strongly against the dollar.
The performance is better in comparison to others.
They are a lot less safe.
Safer investments very often yield lower returns.
The market is no longer as lucrative as it has been.
Four percent over five years is great when compared with the ten year bond of 6 percent.
It’s a better idea to buy stocks in metals.
The real estate market in Paris has not suffered as much as elsewhere.
The question is whether this market has reached maturity.
That is why company performance is outstripping the market.

CLARIFYING QUESTIONS

REPEATING, REFORMULATING, REVIEWING

// Explained: Repeating or reformulating a question shows the client

• you have been listening
• you are checking you understand
• you care about giving an appropriate answer

And when you review your answer

• you validate the questioner
• you check the pertinence of your reply
• you help structure the exchange

It’s easier to invest in mutual funds if you’re an individual.

Trained Examples
Did you do your own study?
If I understand you correctly, you are looking for an additional line of credit.
I want to clarify something you just said.
It would be beneficial to all parties to clarify this.
You are asking yourself why this investment shows little or no performance.
You are wondering, no doubt, what advice we can offer you.
I’m afraid that we don’t condone any adult industries.
So you wish you had consolidated your cash management business.
It depends on how much you have to invest.
Have you already bought a plant or are you planning to buy one?
Do you create your own work or do you subcontract it to be manufactured?
Are you talking about extending your overdraft facility?
I would like to be absolutely sure we are talking about the same thing.
I didn’t catch all that you’ve said.
Could you explain exactly what kind of business you are involved in?
Could you clear up one or two uncertainties we have?
Could you clarify what kind of supermarket this is?
Would you mind giving me further details about your company?
I would appreciate getting more information about your company.
If we agree to lend you this money, how much cash do you need?
As a shareholder you are looking for security but you also want performance.

DESCRIBING MARKET TRENDS

What goes up… must come down

“I can calculate the movement of the stars, but not the madness of men.” (Sir Issac Newton)

NOUN & VERB PHRASES
A slight increase - to increase slightly
A steady rise - to rise steadily
A progressive decline - to decline progressively
A sharp reduction - to sharply reduce
a dramatic fall - to fall dramatically
a disappointing dip - to dip disappointingly

Trained Examples
Economic indicators are green.
It is a fluctuating situation.
The market is still in crisis.
Many companies lack the capital to invest.
Consumer confidence is not great at the moment.
Forecasts are encouraging for the year ahead.
We expect the economy to improve in the near future.
Alternative energy companies could also have problems.
We expect prices to decrease in the next few months.
Increased public sector spending led to tax hikes.
We can expect corporate bond performance to improve.
Seasonal adjustments notwithstanding, unemployment is up.
We need to support consumer spending.
Some sectors have performed better than others.
Government bonds are not offering the best return at the moment.
Property value will almost certainly fall over the coming months.
The government is trying to prevent another recession.
The short term outlook may seem bleak, but we forecast recovery
towards the end of the year.
In two or three years we were able to double the investment.
You probably want to stay away from financial sector bonds.
The second and particularly important point that I wanted to mention is about market share.

JUSTIFYING POOR PERFORMANCE

// Explained:
One of the realities about the financial markets is that at the end of the year, investors tally up their performance and everyone knows if they made money or lost money. While there are victory laps in some years, in others there may be some explaining to do, in order to communicate candidly about the reasons why assets under your management failed to perform as expected.

STRESS REASONS AND CAUSES WITH LINKING LANGUAGE

“This is (directly) linked to…”

CAUSAL LINKS

“Therefore…”

VERBS

“This leads to…”

ADVERBIAL CONDITIONING EXPRESSIONS

“Contrary to…”

Trained Examples
We are all in the same boat.
The economy is suffering a downturn.
When investment is high, dividends tend to be lower.
You want to avoid more losses.
The bond markets have been under a lot of pressure.
Rest assured that we have your best interests in mind.
Your investments are indeed underperforming.
Their rating has just been downgraded.
We have noticed that many more companies are experiencing
difficulties compared to the same time last year.
We have to keep in mind that markets are extremely volatile at
present.
Given the current climate, bonds and mutual funds won’t be a good idea.
Other banks are now suffering as much as we were.
Poor performance is a result of a poor economy.
Shares have lost a lot of their value since the beginning of the year.
There have been big variations within a very short period of time.
That is the reason why profits have fallen.
Prices are not keeping up with costs.
Average incomes are not keeping pace with inflation.
You need to increase prices to match rising costs.

---

EXTERNAL RELATIONS

CONTENTS TABLE EXTERNAL RELATIONS

PHONING SUPPLIERS

PHONING SUPPLIERS

INTRODUCING YOURSELF

Bob Atkins here, from Summers and Spears.

Trained Examples
My name is Christian Fuller.
I’d like to speak to your Logistics department, please.
I need to contact someone in Logistics. It’s urgent.
Could I speak to the person in charge of dispatching?
Is there anyone in accounting I can speak to?
I’d like to speak to Mr Maynard, please.
Could you put me through to the Production manager?
Could I speak to her assistant?
Extension 0398, please. This is Melany Myers.
This is Phil Jones. I’m trying to reach Mike. Is he around?

EXPLAINING THE REASON FOR YOUR CALL

I’m just calling about a quality issue we have.

Trained Examples
It’s concerning one of your products.
The reason for my call today is…
Further to our meeting last Monday, I am getting back to you.
I’m calling in connection to our last order.
It’s about your delivery.
It’s in connection with our last order.
There is a labelling problem I want to bring to your attention.
I’m calling about a delivery problem.
I’m phoning about your new range of products.
I’m returning a call from Susan Baker about a delivery issue.
I’d like to speak to your Sales Department about an order.
I’m ringing to let you know that we have resolved a scheduling issue.
The reason I’m calling is to enquire about your latest offer.
I’m the project manager and I understand you’ll be supplying us with some materials for our project.
Malcolm? Hi, this is Carol. We haven’t spoken together before but I’m going to be your contact point in France.
Kurt, this is Anne-Marie Leclerc. My manager, Eric, suggested I call to introduce myself as you are going to be one of the suppliers on our project.
Our last email dated March 26th has not yet received any response.
It’s about the delivery of the samples. I didn’t receive anything.
I’m really sorry that we had to change the order, but we only realized recently that we needed a new size.
I’d like to remind you of the commitments you made.
I’m calling about a delivery problem, and the payment of an invoice. It is clear that we are being overcharged for the supplies
I’d like to speak to your Sales Department about an order we have not received but should have received from last week

ORDERING SUPPLIES

We would like to increase our order.

Trained Examples
We are experiencing delays.
We’re reducing our next order.
We have an urgent order to place.
Would you please send an extra batch?
According to your website, you accept orders of 500 units or more.
In this case, we are prepared to pay cash on delivery.
It is very urgent.
When will the supplies be available?
Our service includes door-to-door shipping.
We despatch for the EU, within 48 hours.
Unfortunately, we do not have them in stock, at present.
Could you send us an estimate, by the end of the day?
Do you have many available in the warehouse?
How many models do you stock?
Let me begin by asking if you are familiar with our latest products.
Once we have agreed on deadlines, I expect them to be met.
They weren’t the items I had ordered.
How many models do you stock because I could have sworn you had more the last time I checked?
Is it too late to add to the last order?
We are totally out of stock and need at least one batch sent by the end of the day.
How quickly can you dispatch the next batch? It really is urgent.
How quickly can you get back to me about changing the order?
Can you get the batch flown in? We’ll cover the costs.
Can I suggest postponing the order a few more days until we know what the market’s doing?

COMPARING PRODUCTS

Is that the whole range?

Trained Examples
I’d like to place an order for your middle range desk units.
The new product is of poorer quality. The old product was much better.
Can you explain the difference between this product and that one?
In my opinion, your products seem to be more expensive than your competitors.
Is it possible to send me samples so that I can compare them with your competitors?
Why is this model more expensive than the other one?
What’s the difference between these two models?
We’ve upgraded the application to include more options and it is now much better than the previous one.
Could you tell me why there is difference in quality in these products?
Is that the whole range of sim cards templates and are they as durable as the previous version?
Is it possible to send me samples so that I can compare them with?
Can you please explain the difference between this product and that one?
I prefer the more recent model, it’s more attractive and better value for money.
The older model is heavier and bulkier. I definitely prefer the newer one.
I think the latest product will be more popular with teenagers and even their parents.
I would prefer to order the product we are more familiar with for now. We’ll see about the new product in a few months.

ASKING ABOUT PRICES AND DISCOUNTS

Not exactlly. My concern is quality at the right price.

Trained Examples
Could I get an estimate before placing an order?
Discounts apply for orders of six computers or more.
So, could we set up a new pricing system for the coming six months?
As a loyal customer, surely we deserve a special price?
We hope to continue working with you in the future but your prices must become more competitive.
We’ve been working with you for six months now and I think it’s time we reviewed prices.
Is there any additional discount available?
Can you give me a better deal?
We need to get the best price possible.
Would it be possible to get an extended warranty at this price?
What is the discount if we buy 500 units?
Can you give an extra 10% discount?
Is that your final price for 300 items?
How can you justify the price difference between the two products as they are very similar?
I’m not clear about what the total invoice will be?
Can you just give me the breakdown of the price of each product please?
So, how much is the price per item exactly?
What is your final price for 500 units?
What discount can you give me if I order 550 units this month and 250 next month?
If we order well in advance, what kind of discount can we get?
Can I just get the overall price for the order, including the 10% discount?

UNDERSTANDING PAYMENT TERMS AND CONDITIONS

Delivery dates depend on your location, but we can usually deliver within 14 business days.

Trained Examples
Is that Ex works or does that price include delivery?
All shipments are door-to-door.
What does the estimate include?
Could you confirm terms and conditions for delivery?
What are your payment terms and conditions for new customers?
Could you please send me details of your payment terms and conditions?
What are your payment terms and conditions for Asia?
Is it possible to pay in US dollars?
Is it possible to speak to someone who could explain your payment terms and conditions?
Can we use electronic payment?
Please send us written confirmation of your payment terms and conditions before we place an order.
Do we have to take out an insurance as our customers are all overseas?
No additional charges of any kind will be allowed unless agreed to in writing at time of purchase.
The seller shall pay all taxes unless specifically specified.
The payment terms and conditions must be fully agreed upon, before shipment.
You have to do it straight away.
We just subtract the tax before paying you the balance.
What does the estimate include because the information on your site is somewhat ambiguous?
All shipments are door-to-door but this is at an additional cost in order to cushion the effects of inflation
Can you offer me an option to suit my budget?

CONFIRMING AN ORDER

If it’s no problem, could you confirm the order today?

Trained Examples
Well then. I’d like 75 units by the end of the month.
It shouldn’t be a problem.
We keep a large supply in stock.
The quality of the products I received this morning is not the same as before.
When an order is placed, written confirmation is expected.
A letter confirming an order should be formatted formally as a business letter.
Please allocate a reference number should the order need to be discussed in the future.
Please state the billing and delivery addresses if they are different when confirming your order.
Could you please give a date for the fulfilment of the order?
Once an order’s details are confirmed in the opening of a letter, information on how the order will be fulfilled should be provided.
I would appreciate it if you would now confirm my order, send me the required payment instructions and let me know when I can expect delivery.
How many were you interested in ordering?
Have you already sent off that order?
I sent you an email not too long ago, could you check to see if you have received it?
It shouldn’t be a problem as we are prepared to pay for the additional pieces.

CANCELLING AN ORDER

I’m afraid that we will have to cancel our order.

Trained Examples
If you cannot guarantee delivery next week, we shall have to cancel our order.
We would like to cancel our existing order.
We can wait no longer for the merchandise we ordered from you March 24th this year.
Under the circumstances, I’m sure you understand.
We are cancelling our purchase order N123.
Under the terms of the contract, we understand our liability.
We recently placed an order and now wish to cancel it.
Your order is already with the shipping company.
You will need to fill in the cancel order request form.
You may return the item for an exchange or refund.
We can’t wait any longer for the merchandise we ordered from you March 24th this year.
We recently placed an order and now we’d like to cancel it.
If you cannot guarantee delivery next week, we’ll have to cancel our order.
We are not prepared to pay a restocking charge.
In this instance, we had to make alternative arrangements.
We have to get to the root of the problem.
We absolutely need to improve the level of quality.
I apologise for any inconvenience this may have caused.
I have no choice other than to cancel the order.
I’m afraid we need to cancel the next two orders, the market is so quiet suddenly.
How quickly can you get back to me about changing the order?
Can you get the batch flown in? We’ll cover the costs.
Can I suggest postponing the order a few more days until we know what the market’s doing?

DESCRIBING A DELIVERY PROBLEM

The goods we received were substandard.

Trained Examples
We have noticed a number of faulty items in the latest batch.
Your last shipment arrived late.
I’m concerned about delays.
Why does that affect deliveries?
Is there any way around these delays?
Could you confirm the new arrival date?
They were delayed due to the weather.
Shipment has been delayed, I’m afraid.
They were delayed because of the bottleneck at the distribution point.
It seems there was a confusion over the delivery date.
I received my order this morning, but the products are damaged. How can I return them to you?
I’m still waiting for my order which you promised for today. The matter’s now urgent.
We wish to return the order as the products are faulty.
Can you arrange for an order to be picked up as it is not the right model?
I’m returning this order as the packaging is severely damaged.
I specifically asked for delivery by DHL, but I received it by standard road delivery
Can you please trace our order as we still haven’t received it?
Several items are missing in my order. Are they being sent separately?
The delivery deadline was for the end of last month. We are now January 19, and we still haven’t received our order.
Our company was closed when your delivery truck came. Our opening times are 9 to 8 only. Please ensure that the driver has these instructions.
I’m still waiting for my order which you promised for today. The matter is now urgent.
Never again will I order from that supplier!
I’m sorry, you have the measurements all wrong.
Unfortunately, the driver did not handle the situation well.
I’d just like to clarify that this situation isn’t acceptable
I am calling to speak to you about a delivery.
Our last order was incomplete so when can you send the complete order?
How can we arrange replacements?
The order was incomplete. Please can you send the missing computers?
The item delivered is not what I ordered!

LEAVING A MESSAGE

Could you possibly come in early tomorrow?

Trained Examples
We will notify you of the status of your request by e-mail.
Please fill out the Cancel Order Request Form.
This is an urgent message for your delivery department. We are still waiting for our order.
This message is for your supplies department. Your supplies department promised delivery for this week.
Please call me back as soon as possible. There is a big problem with my order.
I would like to know the status of my order. Please contact me this afternoon.
This is ABC suppliers. I’m afraid we have a problem with your order. Please call us as soon as possible.
This is John Smith from XYZ Company. I need to speak to someone urgently about my order.
Two items on your order are out of stock. Do you still want us to send your order?
This is my third message. I need a reply about replacing my order with the correct model.
I’d like to speak to a person and not a machine. Call Mrs. Wong on 00 65 42 58 44 75 21 immediately regarding my order.
My name is Thomas Pichon. I’m calling from the ABC Company in France and I’d like to leave this message for your Quality Manager.
I would appreciate an answer by the end of the month.
I would like to leave a message for Mr. X. It is in relation to order number 78x.
There seems to be a problem with the order. We haven’t received the right product or the right amount.
I’m afraid to say I am very unhappy about the last order we received. Not only was the packaging damaged but the quality of the goods was way below the norm.
I would like you to postpone my order until I can resolve the production line issues.
I would appreciate your response as I’ve already left a message about the problem with the last order we placed

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LEADER RELATIONS

CONTENTS TABLE LEADER RELATIONS

LEADING CONFCALLS
CHAIRING MEETINGS

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LEADING CONFCALLS

OVERVIEW

WELCOMING

a. Welcoming and thanking: OK, so let me start by welcoming you all to …;
Thanks a lot for …, and thanks also for …; Your support is very much
appreciated; That would be really useful, thanks.

TRANSITIONING

b. Signalling different stages of the meeting: I’m going to begin with a brief
presentation now on …; Right … so that brings me to the end of the
presentation. Are there any questions?;OK, so if nobody has any more
questions at this stage … no? … I’d like to move on to the next point on the
agenda, which is …

DEALING WITH QUESTIONS

c. Avoiding trying to deal with two or more points at once: Well, that’s really two questions; I’ll come back to your question in a moment; OK … so let’s take them one at a time.

ASKING FOR CLARIFICATION

d. Asking somebody to be more specific:Bruno, what exactly is it that you’re
worried about?;What would you say are the main issues related to …?; What
would you say are the main issues?

DEALING WITH INTERRUPTIONS

e. Dealing with interruptions: OK, that’s great to hear, but I’m not sure that’s what Bruno’s worried about; OK, Diego, can you let Christina finish, please?

CHECKING UNDERSTANDING

f. Checking whether you’ve understood: Bruno, do you think …, or that …?;So
you’re saying we need to …, rather than …?

g. Summarising: OK, so we’ve identified a possible problem with …, and there are concerns that …; Great, well, we’ve had lots of good ideas already, and I’ve got pages of really useful notes.

KEEPING ON TRACK

h. Keeping the meeting focused on the agenda: Well, hang on a second, I don’t think we should be going into this much detail at this stage; Remember, we’ve only got an hour today; Perhaps we can come back to identifying very specific recommendations at our next meeting; We can certainly talk about … then; OK, well, I think that’s really a question for …; All I know is that …, but I can’t say anything about …

WRITING

i. Recording notes and minutes: I’ll just add it to my notes; And I’ll add it to the list of Action Points …Erik to send round …

INVOLVING OTHERS

j. Prompting people to get involved, especially people who don’t want to speak:
But I want to come back to something Christina said earlier; Christina, you said
you were worried about …?;Are you sure?; Do you think …? ; Erik, you’ve been
very quiet; Do you have anything to add?;Really? I was hoping you might be
able to say something about …; I just want to be extra sure we’re not missing
anything important. Like … I don’t know, if we need to …

REQUESTING ACTION

k. Requesting specific action: Diego, perhaps you could answer Christina’s
question, briefly?;Could you send round …?

REFERRING BACK

a. Referring to previous knowledge or conversations: As you may know, …;Based
on the information I received, …; … that I sent on Monday …; As promised, …;
As we discussed, …

REFERRING TO DOCUMENTS

b. Referring to attachments: I am attaching … for your information; I’m attaching
some background documents, so you can familiarise yourself with …; attached
again for your reference

GIVING REASONS

c. Explaining reasons: In order for … to …; With this in mind, …; … as …; … so I can …

EXPLAINING WHAT YOU WANT TO DO

d. Explaining what you want to do: … we need to …; … I’d like to …; I’ll email
people individually about …

SHOWING UNDERSTANDING

e. Showing understanding: I realise this is a bus time of year for …

EMPHASISING KEY INFORMATION

f. Emphasising key information: … I’d like to stress that …; … of vital importance
…; … especially the list of …

DEALING WITH PROBLEMS

g. Dealing with potential problems: There is no work involved …, apart from …

EXPLAINING BENEFITS

h. Explaining key benefits: I believe … will also be beneficial for …, as they will
gain …; Members will also gain invaluable …; … it will be a good chance for …
to …

MAKING REQUESTS

i. Making requests: So could I ask each of you to …?; Please could you …?;
Could I therefore ask you to …; Please email me with …; I’d like to invite you to
…; Please make sure you have …; Please check them carefully … and let me
know …

SETTING DEADLINES

j. Setting deadlines: … by the end of this week …; … at the latest; … before the
meeting …

EXPRESSING ENTHUSIASM

k. Expressing enthusiasm: … welcome to …; I’m very excited about …; … I’m
convinced that …; a tremendous success; incredibly productive; extremely
valuable

MAKING SUGGESTIONS

l. Making suggestions: … some time next week; as early as possible; preferably
…; ideally

EXPLAINING PRACTICAL DETAILS

m. Explaining practical details: The first meeting should last no more than …; …
will be provided; … our next meeting will be …; I’ll be in touch closer to that date
with an agenda for that meeting

EXPRESSING THANKS

n. Expressing thanks: Many thanks; Thanks a lot; Thanks to everyone who …;
Thanks again for all your support

OPENING THE CALL

OPENING THE CONFCALL, WELCOMING AND INTRODUCING

Good morning, everyone.

Trained Examples
Good afternoon, everyone. I’d just like to take a roll call before we start.
If we are all here, let’s get started.
Now that we’re all signed in, let’s begin.
I think we’re all here now ? so let’s begin by taking a roll call.
Hello everyone, I think we’re ready to begin.
I think we’re all present now, let’s just check.
Please join me in welcoming James Brown.
We’re pleased to welcome James Bond.
I’d like to extend a warm welcome to James Woods.
It’s a pleasure to welcome Jane Woodward.
I’d like to introduce Jane Brightman.
This is Rachel James. if you’d like to introduce yourself.
I have received apologies for absence from Trent Gardener who is in Washington.
A big thank you to you all for being here.
Anne is going to be leading the team for the new project.
If everybody’s connected, let’s start.
John is new to our group and he’d like to say a few words of introduction.
Clive and Ian are not with us, but we will carry on without them
As this is our first meeting together, I’d like to introduce you to the team.
Could I get your attention please?
Pierre, your role will be to…

STATING THE OBJECTIVES AND AGENDA

We’re here today to talk about creativity.

Trained Examples
I’d like to make sure that we agree where we are going.
I’ve called this meeting in order to do a risk assessment.
This is the first meeting of the newly formed marketing team.
The purpose of this meeting is to look over the call for tender.
The objective of today’s meeting is to come to some sort of agreement on the scope of the project.
Our main aim today is to agree on a tariff.
Our intention today is straightforward.
I’d like to start by recalling the main point of our call.
May I remind you of the purpose of our call today.
We have a shared objective in meeting today.
As you know, the objective today is to review training.
The goal of our confcall today is to agree on policy.
By the end of this conference call, I hope we will have ironed out a number of areas.
We’ve organised this conference call in order to answer an urgent question.

// Explained: Use these key words and phrases:

• behind schedule
• approaching deadlines
• redefine strategies
• set new priorities
• reassign tasks

DEALING WITH RECENT DEVELOPMENTS

Paul, can you tell us how the XYZ project is progressing?

Trained Examples
David, how is the ABC project coming along?
Simone, could you update us on progress?
Daniel, can you tell us where we stand on that?
Elise, have you completed the report on the new accounting package?
Has everyone received a copy of the report on current marketing trends?
Could you give us a status report?
Please bring us up to date on matters in hand?
What have been the developments regarding this project?
How is that issue developing?
What’s the latest news on your front?
Where are we on the product development?

INTRODUCING THE FIRST ITEM

So, let’s start with the minutes from the last meeting.

Trained Examples
I suggest we start with the first point.
So, if there is nothing else we need to discuss, let’s move on to today’s agenda.
If there are no further developments, I’d like to move on to today’s topic.
Why don’t we start with a quick recap of the position?
Let’s begin with a look back at the year.
Let’s begin by reviewing the figures.
Let’s look at the agenda.
It’s time to look at the first item on the agenda.
Paul, would you like to kick off?
So, would you like to introduce the first item?
Shall we start with Jean?
Let’s proceed to the first point on the agenda.

CLOSING AN ITEM AND MOVING ON

I suggest that we come back to this point later.

Trained Examples
I think that takes care of the first item.
Shall we leave that item?
I think we should close this point and move on.
Right, I think we’ve covered that point.
Okay, I think we’ve all had our say on that.
That covers that point.
Let’s finish there.
Let’s move onto the next item.
Now that we’ve discussed this, let’s now turn our attention to the point.
The next item on today’s agenda is the inventory report.
Why don’t we move on to the issue of marketing?
Right, let’s move to item 4 on the agenda.
Now we come to the question of investment.
Next, David will update us on the competitive tender.
If no one has anything to add here, let’s move on to the next item.
That covers everything I wanted to say concerning the plant.
Next, we need to consider final quarter projections.
Let’s finish there for the moment and move on.

MANAGING THE DISCUSSION

I think we’re running short of time.

Trained Examples
We’re losing sight of the point here.
I’d like to hand over to Miriam who is going to introduce the next point.
Next, Walter is going to take us through the project outline.
Now, I’d like to introduce Frieda who is going to fill us in on background to this project.
I believe Elise may have something to add at this point.
I’d like now to ask Michaela to say a few words
Over to you Lorenzo.
Any comments, Antonio?
We haven’t heard from you for a while, David. Would you like to comment here?
What do you feel about that last comment, Paulo?
We can speak about that at a later time.
Okay Bree, what do think about the details I shared with you?

SUMMING UP

Other ExamplesBefore we close today’s meeting, let me just summarise the main points.

Trained Examples
Let me quickly go over today’s main points.
Right, it’s time to sum up then.
All right, perhaps we can now quickly summarise what we’ve agreed today?
In brief, we can list the following.
Shall I go over the main points?
Let’s recap.
So, it seems we have come to a decision.
We appear to have reached agreement on the following issues.
We’ve agreed on a number of points in this meeting.
To sum up, we have agreed on five main points which are important to achieving our objectives.
Okay, why don’t we quickly summarise what we’ve done today?

THANKING AND CLOSING

Well, that seems to be all we have time for today.

Trained Examples
I’d like to thank Sulek and Misha for joining us from London.
Thank you all for attending.
Thanks everyone for attending.
Thanks for your participation.
I’d like to thank you all for your contributions today.
The meeting is closed.
I declare the meeting closed.
Until next time, goodbye and thanks to everyone.
That’s it for today, see you next time.
Since the meeting is finished, we’ll speak to each other next time.
Thanks to you all, ladies and gentlemen.
I think we can call it a day.
Let me wind up by thanking you all for being with us today.
That just about wraps things up.
That’s all for today, folks.
I think we can end the discussion on this point, if you agree.
If no one else wishes to say anything, I think I can close this general discussion.
Thank you very much for all contributions.
Many thanks for your time and your attention.
This has been a very useful meeting.
The next conference call is scheduled for next week at the same time

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CHAIRING MEETINGS

OPENING THE MEETING

OBJECTIVES

Our aim here is to define a new policy.

Trained Examples
Our objective is a simple one.
Our purpose today is only to consider the various options.
This business should take about an hour.
We’re here today to decide on an action plan.
We’d better get started if we want to stay on schedule.
Let’s just run through the agenda.
Our aim here is to discuss the variance between forecasted and actual payments.
I’d like to start by introducing myself.
Our objective today is the following …
Let’s get started with the meeting.
Our purpose today is to consider how to implement our action plan
The meeting today is planned to last approximately 3 hours.
The purpose of the meeting today is budget allocation …
Welcome, I am Freda Sarsson and I am the Project Manager for this project.
I would now like to present the Agenda for today.
We are here today to decide on an action plan.
Let’s take a look at today’s agenda.
Let’s start by me expalining why I called this meeting
I’m delighted to meet you all. Let’s get started.
May I just start by saying…
First of all, I suggest we look at the agenda.
First of all, I would like to take the opportunity to introduce Ann Smith.

GOING ROUND THE TABLE

Could we just go quickly around the table for introductions?

Trained Examples
It will take two hours.
Let’s review the agenda for today.
Let’s go round the table introducing ourselves.
Who would like to give the latest update to the department leader?
Does anyone see any other points that need consideration?
Would any of you like to add an item to the agenda?
Time is short, so please keep your comments brief.
The first item here is the rising cost. John, would you start?
Who’d like to give us their point of view on the first question here?
Who volunteers to take the minutes?
Tom, will you take the minutes?
Could everyone briefly introduce themselves?
As you can see on the agenda, we’ll be looking at various aspects of the problem.
By the end of this meeting, we need to agree on a negotiating strategy.
Did you all receive a copy of the agenda?

TIMING

Time is getting short here.

Trained Examples
We’re almost out of time.
This might be a good time to bring up the problems we’ve been having in purchasing.
We’ll come to that in a minute.
The room is ours until 11:30, so let’s move on to the first point.
Please limit your contributions to 5 minutes so that everybody gets a chance to speak.

MOVING FROM ITEM TO ITEM

Let’s begin.

Trained Examples
Let’s get cracking.
Let’s get down to business.
Let’s get started.
Let’s begin with the first point here.
First things first. What’s on today’s agenda?
The first point I’d like to make…
The first point I wish to deal with is…
We’re running behind schedule, so let’s skip the next item and take it up at another time.
We’ve covered everything except item 7.
Now we come to the final item on the agenda today.
That brings us to the final point on today’s agenda.
Is there anything else that needs discussing?
That about covers the first item. Let’s move on to the next point.
If no one has anything to add here, let’s move on to the next item.
We’re behind schedule, so let’s leave that point and go on to the following one.
We’ve covered the question of machine failures, so now we come to the problem of suppliers’ delays.
We’ve already looked at that question.
Could we just deal with the scheduling problem for now?
It might be better if you took that up directly with the suppliers.
Could I just mention the Morrison contract?
Incidentally, we’ve had to reschedule other deliveries, too.
Who’d like to give us their point of view on the question here?
Before the end of this meeting, we need to agree on a negotiating strategy.
How long will it take?
Could I get your attention please?
I have some questions on the new material.
First of all, I would like to take the opportunity to introduce myself.
First of all, I would like to thank you all for welcoming me here to your site.
Let me just go through the agenda for the rest of the week.
I come from the Newman in France.
I am very interested in the topic of today’s symposium.
I am very interested in the topic of the symposium.

INTERRUPTIONS

Could I just say one thing?

Trained Examples
Do you mind if I say something here?
Excuse me for interrupting.
I’m sorry but I think you’ve missed the point.
Could you please speak up? We can’t hear you very well.
I’m sorry but you have just lost me.
If I could just add something here.
Excuse me, but you’re forgetting the financial aspects.
Could I just come in here to make a point?
I’d just like to ask if you’ve given any thought to the feasibility of all this.
Could I just finish, please?
I’ll answer that in a minute.
You’ll have an opportunity to comment on this as soon as I’ve finished.
If you could just wait until I finish, I’ll be glad to answer your questions.
We’ll get to that point later on.
Let’s just finish discussing problems in design before we start on the financial side.
Could I say something?
I’m sorry, I didn’t catch that, can you explain (this word) to me?
I’m sorry but I have to stop the game
I’ll get back to you in just a second.
I’ll speak about that point in a moment.
Can I interrupt?
If I understand you correctly , you are saying …
Excuse me , Do you mean that …
I appreciate your point and I will get to that in a moment.
I think that you are overlooking some basic points.
It’s not clear, can you explain again?
Can you repeat the last point?
What is the soup of the day?
I believe that this question is out of the scope of our discussion.
If I could just finish what I was saying, I think that you will get your answer.
I would be glad to answer that as soon as I finish telling you about…
It sounds like you have a great time!
Could I just ask you a question? I’m curious about…
Actually I will be answering that question later in my presentation
I’m sorry, I didn’t catch that can you explain it to me again?
Can I interrupt? I’d like to ask a question.
I am a quality assurance technician.
I usually run tests on Mondays.
Excuse me, but you’re forgetting the clinical evaluation.
I’d just like to ask if you’ve given any thought to other ways to sell this product.
Come in. Sit down. I’ll go over what you missed in a minute.
Would you mind if I finish and then you can go ahead
Just a moment, if I could just finish what I was saying.
Could I just finish, please? This point won’t take long.
If I could just get to the end of my story, thank you.
Can I just finish this sentence and then you can go ahead?
Just a second, I’ve almost finished my story.
If I could just get to end of my sentence, that would be great.
Come in, you haven’t missed much, I have only just started.
I’d like to interrupt and ask you to let me finish what I was saying.
You’ll have an opportunity to comment when I am finished.
Have you thought about this exchange program very carefully and thoroughly?
Excuse me, but you’re forgetting that my family will live in your house too.
Just a moment, we need to listen to everyone’s opinion.
Could you allow him to speak? He has a valid point.
Let’s get back to the main objective of our meeting.
Please wait until the end to ask questions.
That’s completely off track but if you’ll allow me to redirect your attention to…
Do you mind if I say something here? Your opinion is very valid, but …
If you could just wait until I finish, I want to make this point.
Excuse me, but you’re forgetting the political aspects.

EXPRESSING CERTAINTY AND IMPORTANCE

CERTAINTY

I’m certain that we are on the right track.

Trained Examples
I’m definite about this.
I’m positive that we are on schedule.
I’m not 100% sure of this.
It’s obvious that the answer lies in marketing.
I’m certain there won’t be any problem if we launch the new design now.
There’s no doubt whatsoever in my mind that the problem lies in the design itself.
I’m virtually sure that this will solve the problem.
It’s very likely that none of these problems will occur.
The design may be flawed.
We may have to postpone production until next year.
This might create problems for some of our customers.
We could lose a large part of our market share.
We probably won’t see any results before the end of the year.
That’s unlikely to affect the cost of the program.
I doubt that a small delay in production will have any long-term effects.
I don’t think our customers will mind the delay if the product is more reliable in the end.
It’s obvious that there won’t be any more damage.
I’m convinced that we won’t lose any more money on this.
I’m 100% sure that the situation won’t deteriorate any further.
I’m not sure you’ve convinced me.
I’m sure if you give it a go you will like it!
I’m certain you will like the game if you give it a try.
I am sure that this will have a negative result.
This will certainly prove to be right.
It’s very unlikely I would agree to relocate
I am sure that this will have a negative result, our best bet is to diversify the products.
We could lose a large part of our market share if we do not expand into untapped territories.
I’m 100% sure the food will be delicious.
I am sure that this will be a relaxing holiday.
There’s no doubt whatsoever in my mind that we will have a breakthrough soon.
I am certain that this sale will not go through before the year end.
I am not 100% sure if we can achieve this.
It’s not very likely that I will continue in this same job.
It’s quite probable that I will live in London for one year.
We are not quite sure because the origin is considered idiopathic but there are certain risk factors which we can monitor.
I’m not 100% sure that if we eat properly which includes consuming fruits, vegetables and supplementation of essential elements then we can reduce the incidence of a stroke.
I’m quite certain that the launch will go smoothly.
I’m not 100% sure of this as our market study is still inconclusive.
I’m quite certain that the campaign will go smoothly.
You will definitely receive these types of calls.
I have no doubt that it will work
You will have to without a shadow of a doubt.
I have some doubts as to whether I will be able to complete the work by the end of the year

IMPORTANCE

It is a secondary issue.

Trained Examples
It is not a main consideration.
It is of primary concern.
Why don’t we spend half a day on points of minor importance for a change?
We can’t possibly finish the research program before the summer.
The important thing here is speed.
It’s the total cost that really matters.
In my opinion, the results are highly significant.
Let me stress here how essential a budget increase is.
I’d like to stress that there are way too many defects on line 206.
Their continuing growth is of considerable interest to us.
I attach quite a deal of importance to staff support for new projects.
That’s of minor importance here.
It doesn’t matter much one way or the other.
The actual figure doesn’t really matter right now.
This really doesn’t matter at all.
These categories are totally irrelevant.
If we don’t get the contract, the delivery schedule is of no importance.
It isn’t the color of the car that matters, but what’s under the hood.
Creating new products isn’t as important as improving our current product line.
Packaging is important, but so is reliability.
Could I just remind you that they are major customers?
Let me just point out that this doesn’t solve the problem in the long run.
I’d like to draw your attention to the advantages of this offer.
I think I see what you’re getting at.
I attach a GREAT deal of importance to staff support for new projects.
I feel this is far more important.
It is necessary to plan ahead.
It’s hard to predict the winning number.
Wearing fur these days is beyond ridiculous; of this I am sure…
It’s hard to predict what the future will bring
It is of paramount importance that we remain cognizant of the security procedures
We cannot overemphasize the importance of security awareness and how it affects our operations
It’s of major importance to get the sound right
That is totally irrelevant!
I tend to think that too much importance is given to ecology.
This is absolutely necessary.
There is a very good chance that we will…
It is very unlikely that my children will…
The key is to go outside of your comfort zone.
It’s important to see other cultures to learn more about your own.
It is critical that you remember to clean it after every use.
Under no circumstances can you forget to turn the machine off once you are finished with it.
It is sad but true that the system is flawed.
As far as I am concerned, it is absolutely important to choose the right software as it helps you to function more
effectively
The important thing here is that our customer will be upset if they receive them in the wrong color.
I’d like to stress that they are the wrong color!
It’s obvious that September is the ideal time to launch the campaign.
The important thing here is knowing which products we are promoting and knowing their benefits well.
Let me stress how important it is for us to work together in this campaign.
It is absolutely important that we approach this campaign with the desired alacrity in order to saturate the market
I’m certain there won’t be a problem when business picks up!
I don’t think an increase in salary is possible at the moment.
I’m afraid it isn’t possible to do any more.
I’m sure I’ll miss the deadline if this carries on.
I’d like to outline the budget and financial numbers for 2013.
It is important to outline the following…
I feel it is essential to communicate this message.
You have to remember to add sugar to the fondu.
It is really important that you let the chocolate melt.
I’m quite certain that we will be able to meet the production targets.
How quickly can you resolve this? It’s imperative that it’s done today.
This is an urgent situation which must be dealt with immediately.
Let me stress here how essential it is to study hard and improve your mind.
What really matters is learning the basics like mathematics and science.
There is absolutely no doubt in my mind that French wines are the best choice.
If the design is flawed, then this could mean the tarnishing of our reputation and that’s something we really can’t afford at this time
It is absolutely necessary to stop the production once a broken vial has been found
These products are important for the automobile industry.
It is vital that you make sure the report is perfect before you send it.
It is not very important what time she gets her lunch time snack.
It is of utmost importance for you to…
Speaking the language is definitely a difficult goal but not unattainable

BEING DIPLOMATIC

APOLOGETIC

I’m afraid the board will refuse your request for more funds.

TENTATIVE

Could I have it by Friday?

Trained Examples
Would next week be okay?
That would be difficult to guarantee.
Could you do it as soon as possible?
The shipment might be delayed.
Couldn’t you postpone the announcement?
Might it not have been wiser to call him directly?
Could you do it a bit faster?
Wouldn’t it be easier to deal directly with the suppliers?

MATTER OF FACT

By the way, some defects went undetected in testing.

Trained Examples
By the way, I need to mention that you are very slow in settling your invoices.
In fact, the results aren’t very good.

CONTRADICTORY

Actually, we don’t have that here.

Trained Examples
Progress is quite slow.
There were some failures.
Things are a little slow.

PERSONALLY

Frankly, we don’t agree with this.

Trained Examples
I know how you feel, believe me, but I also know what is best for you.
Frankly, we are not completely happy at the moment.
After a difficult winter, there was a slight recovery in the spring.
Frankly, we don’t agree with this and we are really concerned about the future of the band
To be honest, you haven’t been pulling your weight

CONFIDENCE

I am not sure what is happening with you but we can’t solve the problem with the approach that you have taken

Trained Examples
We can sort this out.
Don’t worry. I’m sure something will come up.

UNDERSTATEMENT

There will be a slight delay.

Trained Examples
Is 3:30 convenient?
Won’t that prove a bit difficult?
Could I just mention three points in our favor?
It has excellent food and a very good atmosphere.
I have a conflict of appointments on that day.
I am sorry , I didn’t mean to hurt your feelings
Your years of experience could be an advantage.
Actually, it’s based on performance
Perhaps you could work on it a few more hours each day.
I have no choice but to speak to your boss.
Unfortunately, I have some difficult news to deliver.
Perhaps you could see this in a different light.
In fact, the recent service from your company has not been good.
I’m afraid we have had a few problems with our deliveries.
These invoices always seem to be much higher than the prices that are originally quoted.
I’m afraid that we can’t accept such high invoices anymore.
I’m sorry but we can’t change the order now.
It’s too late to change the order.
We are cutting it very close to the deadline.
Could you make an effort to speed up the project?
Actually, we can’t solve that problem today.
We really need to focus on the topic at hand.
Actually, the consequences are quite serious.
Frankly, we’re all busy and have deadlines. You’re not alone in that regard.
We are very sorry about this issue, but you know, things do happen sometimes.
Well, it’s good to know that you are not out of stock. At least you have the products.
Offering you a cheaper price is proving more difficult than I thought.
I’m afraid the results are not as expected.
Frankly, we have to go back to the drawing board with this.
It seems like I am the enemy now but in the future…
I’m afraid that won’t be possible,
There’s no other way around it I’m afraid.
The level of resentment and disunity is almost tangible, that’s a situation we cannot allow to continue and so I’ve called this meeting to try to eliminate it.
I know that you have been concerned about the situation but everything is under control and I’m committed to achieving the objectives.
I can’t agree fully
This is an issue that we need to address urgently
On what exactly do you base your opinion?
Actually, there has been a lot of progress in cancer research. I encourage you to read some articles about this research.
I’m afraid management will refuse your request for one more chance. The delays in production have cost us too much money.
I am afraid there is no other course of action but to terminate our relationship.
Actually these choices surprise me and I am not quite sure what to say.
Hhmm that is an interesting choice for a couch.
Perhaps you could try something else.
Unfortnately, I think you made a mistake.
Can’t you go to your bank and get a loan?
I’m sure you’re situation isn’t as bad as all that.

EXPRESSING OPINIONS

I hadn’t considered that.

Trained Examples
I hadn’t thought of it like that.
I never thought about it that way before.
Hmmm. I’m of a different opinion.
Unfortunately, I see it differently.
My opinion exactly.
Any views on this?
What do you think about this, Dan?
How do you feel about this, Mary?
Exactly where do you stand on this issue, Nancy?
Let me now summarize.
I think we should go ahead.
I feel we could do better if we tried harder.
I believe they can beat us if we’re not very careful.
I think his suggestion is worth serious consideration.
That’s a great idea!
That’s pretty good.
That’s not a bad idea.
That would be disastrous!
I’m afraid that won’t work.
There’s no doubt in my mind that this is the best solution.
As far as I can judge, this is by far the best option.
I firmly believe that this will end the crisis.
I believe that this could end the crisis.
I’m convinced that this will work.
I think that this will work.
I think this might work.
I’m absolutely certain that he’s right.
In my opinion he’s right.
It seems to me that he’s right.
I think you’re absolutely right.
I can see your point.
I think you’re wrong.
I think you’re dead wrong.
I think you’re on the right track.
You’re completely mistaken about this.
Where exactly do you stand on this issue, Nancy?
This could be a department effort, don’t you think?
I don’t really have an opinion, one way or the other.
I’m sorry, you are too late, can I help you with something else?
Is this ok for you, Sir?
I believe you can find the rules online.
I think that the roulette table is open.
You can play tomorrow if you’d like.
I’m sure if you give it a go you will like it!
I believe that the best chefs in the world are French.
I think that there is nothing better than magret de canard.
I think we have the best system in Europe.
I believe you would love Brittany!
I think it might work best to go in the summer.
I think your views are a little extreme.
I have a different view on that.
I feel that this is the best idea.
In my opinion, this is one of the best places in France to live with your family
I know you have not been here for a long time, but what is your first impression of the area?
What are your thoughts on this point?
What do you think went well with the marketing aspect of the promotion?
What do you think I could have done better?
What do you think about this?
What is your perspective?
In my opinion,…From my point of view,… According to me,…
May I ask your feelings on this issue?
I’m curious about your perspective on this point.
A strong banking system is vital to our economy.
OK, so they’re more… than the French it sounds.
I feel that this is probably the best one.
What do you think of this wine?
Do you have an opinion on this issue?
What are your comments on this point?
Do you have any comments?
Do you have any comments on this technology?
What’s your opinion on this point?
I don’t have any comments on this point.
From my point of view
Personally , I am convinced that it is a way forward.
I think we provide good quality, but we can always do better.
I think the city could have done better with more publicity.
The media only focused on negative things.
From my point of view…
Personally , I believe , feel , think …
Under certain circumstances, that’s not the case and we have to treat each case as they come.
What do you think about a trip to Asia?
I think it is a fascinating place to go to

MAKING SUGGESTIONS

We recommend that you train up at least two of your people for this.

Trained Examples
Could I have your suggestions?
I think that Bob has something to propose.
So, how do you recommend that we solve the problem?
We need to discuss ways to cut spending.
Well, we can either lay some of the workers off or eliminate overtime.
What about using black-and-white instead of color?
We could reduce the number of ads we run.
I think we should increase our advertising budget.
Why don’t we revamp our TV commercials?
Maybe we could increase overtime pay.
Couldn’t we spend less on office supplies?
We should target young consumers in particular.
We propose to begin by cutting down waste in the offices.
I suggest we reduce the global ad campaign budget.
I wonder if we could reduce the size of our magazine ads?
I strongly recommend that we begin by taking pay cuts.
I will be recommending that we decrease the entertainment account.
Perhaps we could have limited expense account lunches.
Shouldn’t we be talking about cutting our order instead of just delaying delivery?
How about going around the table?
You should try blackjack first.
You could try the slot machines to start.
Why don’t you look at a different idea?
Why don’t we try something else?
I would advise you to stay for 2 weeks.
Why don’t you visit the south of France?
How about if you stay in Paris for three days?
It is a surprise party, I don’t want him to know about it. How do you suggest I keep it from him?
It is clear that you need to do something.
You don’t need to hire another employee.
What do you recommend/suggest that I do?
I would advise you to rent a motorboat rather than a canoe.
I would strongly suggest that you rent your equipment.
Of course you can hike 10 hours a day!
Why don’t you come with us?
We could consider X company because the have been in the business for a long while and they have a great track record
I think we should approach this cautiously as a lot is depending on the decision we make. I would suggest that
we…
Well, you can either go to his matches to show your support or at least learn more about his sport.
You might consider ‘couples counseling’ if you think he’d go for it.
I suggest going there in March or April.
Why don’t you go to the north-west coast?
Can I make a suggestion?
I have some things to propose.
I would like to make a suggestion.
You should either try to secure an entry level position or become an apprentice.
What kind of career path do you suggest I take?
How about choosing some simpler, easy-to-grow plants the first year?
You could check with your fellow gardeners on what natural methods they’d recommend.
I’d like to make a suggestion.
May I offer a recommendation on this point?
What about renting an apartment further from the beach to save money?
If you like surfing you could go to Biarritz.
I recommend taking the train.
You could rent an apartment for a week in Paris
I would suggest that you try something different.
My best advice would be to talk to them
I highly recommend cutting down on chocolate if you want to lose weight!
I can suggest the following sports to burn calories.
I recommend that you visit the Cathedral.
You could take the train instead
How about looking at a different subject altogether?
I wonder what you’d think about this author…?
I would honestly suggest you go back to school to review the basics.
I would advise you to…
What about if you came to work for us?
Wouldn’t this be an easy way to determine if the product works?
Could I make a suggestion?
One very important factor you should consider is…because it certainly makes you feel better.
We need to discuss ways to cut your meals…maybe you are having too many calories per day and that’s leading to your weight gain.
Why don’t we take a vote?
If I were you I would be encouraging people not discouraging them.
I would like to suggest that you …
We need to discuss ways to cut spending rather than this way.
I know a great restaurant around the corner.
I suggest/recommend doing…
Be sure to visit the city.
Could I have your suggestions? We certainly value your opinions
I strongly recommend that you…
We need to discuss ways of investing your money to give you the best returns.
Would you like to hear my suggestions?
First, you need to…Then, be sure to…Next,…And finally,…
Renewing your license is important because…
What do you suggest I do to continue to improve my English?
I recommend that you allow at least two weeks for your visit.
So, where do you suggest visiting?
Why don’t you register with an agency?
I strongly suggest that you check the internet.
You could rent a flat. It’s cheaper than buying a house at the moment

CONVINCING

What exactly are your objections?

Trained Examples
This is quite simply the best product on the market.
There are four points I want to make here.
I’d like to begin by describing our latest model.
Let me begin by asking if you are familiar with our latest products.
The first point is that we are the market leaders in the field.
First of all, our new model presents all the features of our other models, plus some innovations.
Secondly and most significantly, we have a network that allows instant communication with all our offices worldwide.
The next significant point is the reliability of all our products.
This model is better in spite of the cost.
This model is better, although it is considerably more expensive.
Not only do we have speed, we also have real economy.
In addition, it is very easy to install.
Furthermore, it requires no special electric installation.
On top of that, this machine will cost only a fraction of the other models on the market.
Not only is it economical to run, but it’s very compact too.
For example, it can be installed on a desk.
Let me give you an illustration.
I’d like to tell you about one case where our equipment saved a company a considerable amount of money.
On top of that, this machine costs only a fraction of the other models on the market.
In addition, it is very easy to start playing this game.
For example, you could play better after your break.
For example, going abroad helps you understand people. You can’t learn this from television.
Isn’t it better to quit now?
I am sure that you will like this.
It is time to make a decision.
The time for discussion is over. Now, it is time for action.
For example, going hiking helps clear your mind.
I have 3 good reasons why you should go hiking with me.
I’m convinced that we can use the internet to our advantage because there are so many opportunities that are untapped.
He is quite simply one of the best musicians around.
Let me begin by asking if you are familiar with his music.
There are four reasons that I deserve a raise.
I’d like to begin by reminding you that I’ve not had a raise in three years.
You won’t regret making this big decision.
Buying a new place is the best option for us right now.
Well, perhaps I could help you with your work when you will be on vacation.
You know that we will both have more work to do if this work doesn’t get done when I am gone.
The first point is that this is an important year for you with the exams.
Our first consideration is the health of the animal and the testing is secondary.
I’m sure that we will get the results you require.
Quite simply, I don’t believe he is good enough for you
First of all, are you sure you know enough about him?
I’m sure that New York is much safer these days.
I will say this again. I both need and deserve a raise.
In addition , there is a great working atmosphere
Secondly and most significantly, you will earn more here
My first thought is that now is not the right time.
For example, if we go back now we will miss a great opportunity.
I’d like to begin by describing our latest product.
These are quite simply the best products on the market today.
This product is a best-seller with our Chinese market.
You won’t regret agreeing to this strategy.
I have no doubt you will benefit from the treatment.
I’m sure this will make you feel a lot better.
Would you at least try what I’m telling you.
Unfortunately, the things you are about to try won’t work because they have never been proven to be effective. I would suggest…
There are four alternatives. Let’s consider them.
The first point is that you’re wasting valuable time.
Let me clarify the problems I have recognized in your management of the restaurant.
Let me explain why this must be resolved now.
Not only is it fun, it will help you to keep fit!
First of all, it can be a lot of fun.
This really is the best place for us.
This is quite simply the best school in the south of France

COMPROMISING

Perhaps we could take time to think generally about this.

Trained Examples
I think we should look again at where we have an agreement.
I think we both need to give a little ground here.
I think we should both seriously reconsider our positions.
We’re getting bogged down.
I think we can find a delivery date if we agree on a price.
We are ready to offer you a larger discount as long as we receive $5,000 up front.
We are prepared to accept your terms on condition that our lawyers draw up the contract.
I’m prepared to accept your terms provided that we receive stronger guarantees.
If you insist, we will be forced to take a hard line here.
If you can’t lower the price, we won’t sign the contract.
We won’t agree to your start-up date unless you provide us with the final plans by the end of the month.
Unless you grant us new concessions, we will be forced to find another supplier.
Is that acceptable?
Is that a suitable compromise?
Would that be a satisfactory solution?
We have no further objections.
I guess we’ll have to agree or to disagree for now.
You’ve put us in a very difficult position here.
In that case, we have no alternative but to contact our lawyers.
How about if I agree to…Would you agree to…?
I am prepared to accept your terms. Let’s make it official by writing down our agreement and signing it.
If you can’t adjust the delivery date, we won’t sign the contract.
I think if we both agree to reason together we can reach a win win situation.
Are you willing to follow the procedures if I make some concessions?
Unless you lower your expectations, we won’t be able to afford even a small apartment.
If we aren’t careful, we’ll spend too much money and end up in financial difficulty.
I worked long hours last month. Couldn’t we find another solution?
I had a similar problem a couple of years ago, and I had to cancel my holiday
I had to change my holiday plans last year too. My husband wasn’t very happy!
I have already made all my holiday plans, and it will be difficult to change them now
I’ll cook most evenings if you babysit sometimes.
Do you think we could spend one of the weeks somewhere else?
I simply can’t accept poor quality.
I’m afraid we wouldn’t be prepared to pay any more.
I’m sure we can come to a compromise on this point.
I’m afraid it’s not possible.
I think we can find a mutually acceptable deal if we agree on a price.
I would like to be able to extend the end date of this project if possible.
I think we need to look at some additional budget for this project.
How about if we do …?
I think we can find a price that we both agree on.
Let’s try to meet half-way on this point.
Perhaps we can come to a compromise on this issue.
Unless you make an effort, I might be forced to do something you will regret.
I am sure that we can come to an agreement
If you insist, we will have to take longer to establish the start date.
I think your explanation of your reasons make more sense now.
I think we should be able to find a compromise on the location to start

MANAGING TIME AND TOPIC

I suggest that we come back to this point later.

Trained Examples
I think we’re running short of time.
I think we’re veering off the subject a bit with this.
I think you’re beginning to lose sight of the main point.
We can discuss this among ourselves at another time.
We’re getting short of time.
Why don’t we return to the main focus of today’s meeting?
May we leave that till later?
I suppose we will be sending a summary to those absent today.
Who volunteers to represent our team in the committee meeting?
I’m afraid we’re running out of time.
That is outside the scope of our discussion.
That’s completely off track.
Can we get back to the point, please?
I think we’re straying off the subject here.
Could we please stick to the main discussion?
We keep hearing from the same people. You all must have some opinion. Bob?
Could we hear from those who haven’t spoken yet, please?
I must ask you all not to speak at the same time.
One at a time, please.
Could you take turns speaking, please?
Don’t raise your voices, please. Everyone has a right to be heard.
We’ll get to that point in just a moment.
We’ll be addressing that point a bit later.
I think we’d better continue this discussion next time.
Could you hold that question until we’ve finished discussing the preliminary points?
What are your views on this?
think we were discussing deadlines.
Can we hear from someone else please?
Sorry, but I need to interrupt you and ask just one person to speak at a time.
I can’t understand everyone when all of you speak at once. I just want to hear one person at a time!
Are you enjoying your trip in Cannes so far?
I’m not sure it’s a very good idea.
Perhaps you can join our team once you have more training.
I have some reservations.
Would you be interested in joining me?
I would like to hear your views and opinions on the subject
That is outside the scope of our discussion today!
We keep hearing from the same people. Has anybody else got something they want to say?
Have you seen a documentary that particularly impressed you?
That is not something we need to discuss today.
Can we get back to discussing our trip please?
May I make a useful recommendation?
I’d like to make a suggestion.
The best part of the trip was when we saw the dolphins.
I would really recommend/suggest going to Ireland, because…
I had the pleasure of visiting traditional landmarks such as the Louvre and the Eiffel Tower but some of the most interesting things in the city are not advertised
I think Paris is a really interesting place to visit because there are so many things to do there
You all must have some opinion? What do you think about the situation?
You are going off topic? (you are not sticking to the point)
So how easy was it for you to move?
I’m really curious to know how you managed to make it happen!
Wow! That must have been fantastic!
We keep hearing from the same people. Does anybody else want to have their say?
I think we’re straying off the subject here. Let’s get back to the elections.
If you understand music you know that it is based on mathematics.
I want to hear your thoughts on this please, Madame X.
Could we hear your thoughts on this point, please?
That’s an interesting story but can we get back on topic?
Do you understand why we do it this way?
Can you tell me why this step is important?
Why did you move?
What do you miss?

Phrases with "track"
to be on the fast track = to be ahead of schedule = to make good progress
to have a one track mind = to think of only one thing :-/
to have a good track record = to have a good history
to throw somebody off track = to make someone lose their thought
to keep track of something = to follow something closely
to lose track … = to forget what I was saying
to hold up a meeting = to delay something

ASKING FOR CLARIFICATION

The questions being raised go beyond my range of competence.

Trained Examples
Could you repeat that again, more slowly?
I’m sorry, my English is not good.
Would you mind repeating that for me?
You are speaking too quickly for me.
May I ask you to slow down?
I’m afraid I can’t keep up with you.
Do you always speak this quickly?
I think we are running ahead of ourselves.
Let’s just back up a bit.
I think we all need to slow down.
Not everyone understood that last point.
I’m afraid I can’t follow when you speak that fast.
Could you slow down, please?
I’d like to check in. I should have a reservation.
I’m sorry, I didn’t understand everything that you said. Could you say that again?
Could you please slow down just a bit?
I’d like to check that we are open on that date
Would you mind saying that a little slower, please?
I am sorry but I don’t think we are on the same page here, could you clear that up please?
Could you please clarify that?
Could you explain that recipe to me again?
Just a minute. Let me check to see if I understood you correctly.
Could you be more specific?
What do you mean, exactly?
Did you say you were from a small town?
Please bear with me. My English is not very good.
Could you slow down, please? I’m having trouble following you.
May I ask you to slow down a little?
I’m sorry, but my English is not good.
Could you repeat that again, but a little more slowly?
I’m sorry to interrupt you, but please will you speak a little slower
I’m sorry, my English is not good and so I missed some of the things you said.
I’m afraid I can’t keep up with you because you are speaking too fast.
I think I misunderstood all that you said Could you repeat please?
I’m sorry, my English is not good and I’m totally lost, could you repeat that?
Could you repeat more slowly please because I didn’t understand what you said?
Can you explain what you mean?
Sorry, what does “etching” mean?
Can you just explain your last idea more simply please?
I’m sorry, it’s difficult for me to understand your accent. Please speak clearly and slowly.
What was that word you used? What does it mean?
You just used an expression that is new to me. What does …mean?
What exactly does …mean? Can you give us an example?
I’m afraid I can’t keep up with you, you are going much too fast for me
Could you repeat that again, more slowlpanyy? I feel as if I’m lost at sea
I’d like to check what you said again. Can you run that by me a second time?

Can you …

1. expand on that?
2. explain more on that?
3. be specific about that?
4. tell me more about that?
5. expound on that?
6. give an example of that?
7. what do you mean by that?

CORRECTING MISUNDERSTANDINGS

Let’s see if I have got this straight.

Trained Examples
Do you see what I’m getting at?
Actually, that wasn’t me. It was my colleague.
Do you mean that you aren’t coming, after all?
Look, I’m sorry. I think there has been a misunderstanding.
I think I misunderstood.
Are we talking about the same thing?
We may be talking at cross-purposes.
I have the feeling that we are talking about two different things.
Confusion is everywhere.
This is a bit confusing.
Maybe we need to go back a step.
I am not entirely sure we’re on the same wavelength.
Could it be that we are confusing things?
Have we all understood the same thing?
I’m not sure what you’re trying to say here.
That’s not quite what I meant.
Let’s look at this another way.
You’ve misunderstood me.
Are you suggesting we might lose the contract?
I think you are barking up the wrong tree.
Actually, that will grow very well
It can be very confusing!
I’m afraid you’re mistaken on this point.
You are wrong. This is the right information …
Do you mean that the hotel will charge us even if we don’t stay there?
Actually, that wasn’t what we agreed. We wanted to fly to Faro.
They are more relaxed in Portugal
You should really go sometime.
I’m sorry, but I think that you have the wrong idea about France. The economic situation is bad here.
I’m afraid that you are mistaken. The French are really taxed a lot.
The information that you should have is…
Your information is incorrect.
I’m afraid that you must have misunderstood. I will try to clarify everything for you.
No, I am afraid that it is not correct. Let me explain it to you in a different way.
I’m afraid you are mistaken.
It’s not exactly like that.
Look, I’m sorry. I am just trying to help.
Actually, that isn’t from Morocco. It’s Algerian.
I have the feeling that you have misunderstood me.
Actually, I enjoy working.
I think I misunderstood. Explain that to me again.
Actually, that wasn’t what I meant.
I think there has been some misunderstanding on both sides.
Let’s see if I have got this straight. You are expecting a 50% discount.
That is definitely not the case - let me give you the correct information
You seem a bit confused. Would you allow me to explain it another way?
Actually, that wasn’t exactly what I meant. Let me recap to make it a bit clearer.
Do you mean that you aren’t coming on Saturday morning?
Actually, that’s not what I said.
Actually the correct idea is that the software tool will be upgraded. They were thinking of replacing it but chose not to.
I’ll run over that part again

REFORMULATING

In other words, we need to re-assess the situation.

Trained Examples
Put simply, we are behind schedule.
To put it another way, we need your full support.
What I am saying is that we must raise more capital.
In short, here are the main points we’ve agreed on.
To sum up, we have agreed on five main points.
Briefly, I propose to summarize the main points we’ve covered.
Before we finish, let’s go back over the main areas of discussion.
Let me put it another way.
So what I am saying is that we should act now.
In short, here are the main points we agreed on.
Are you saying that there is only one flight per day?
What I was saying is that…
So if I understand correctly…
Briefly, I suggest we summarize the main points we’ve covered.
To put it another way: the average world temperature is getting higher and the weather is getting worse.
Do you think that you could articulate your words more clearly, so that I can follow and understand you better.
I am afraid that I am not following you. You know that the Texan accent is very difficult for Frenc people. Could you please try to speak a bit more clearly?
So you said that you are going to do this, but I didn’t catch/understand the last part of what you said. Could you repeat that for me, please, but this time more slowly?
Let me reformulate that to make sure I got the details.
Let me take a detailed message - one moment while I get a pen.
Would you mind saying that again?
Let me reformulate that to make sure that I understood everything.
So, are you saying…?
So in brief, here are the main issues we have covered.
Let’s recap the principle points of our talk today.
To sum up, these are the main ingredients.
In short, these are the main themes that make a good Sci-Fi novel.
I’d like to reformulate what you said to confirm the details.
In brief, here’s a quick summary of our meeting today.
To sum up, it should only take about 30 minutes to prepare.
In short, here are the main steps for preparing the dish.
What I am saying is that you must ferment the grape fully before you …
To put it another way, XXX is the stage of the process where we…
So basically, what we need to do is…
In a nutshell, we’re going to have a fab time.
In my view, the main advantages of training over the phone are …
Could you reformulate in another way?
What I am saying is that we must get organized now.
Put simply, we have a tight schedule.
I would like to share the main points with you
I will spend my Christmas holidays in … with my family.
I spent my Christmas holidays in …with my family.
Basically, she’s worked in lots of different places.
What I am saying is that we must end this meeting now.
Put simply, we are behind schedule and we must move rapidly in order to meet the deadline

CLOSING THE MEETING

Well, that seems to be all we have time for today.

Trained Examples
We might as well invite all the stakeholders next time.
I look forward to presenting our ideas to top management.
Let me end by thanking you all.
That just about covers everything. Let’s call it a day.
It looks like we’ve covered all of the main points on the agenda.
I’m afraid we’re completely out of time for today, so we’ll have to finish here.
I’d like to remind you that our next meeting falls on Wednesday, April 5th at 10:30…
Thanks for coming. See you next Monday.
Thank you all for your time and participation. See you all on the 5th at 4 p.m.
I’d like to thank everyone for being here today. I hope you’ll be able to make it next time.
Let’s confirm that nearer the time?
So, who volunteers to represent our team in the committee meeting?
Thanks for coming and I’ll see you next Monday.
Who would like to volunteer to represent our team in the committee meeting?
I think that wraps up the last point for today.
Right, I appreciate everyone’s input for today. I am looking forward to next week’s meeting.
Let’s stop here for today and we’ll check the situation at the same time next week.
I think that it is important to remember the following points …
Thanks for your time. See you next Monday.
Thank you all for your time and participation. See you on the 5th at 4 p.m.
I’d like to remind you that our next meeting falls on Wednesday, October 9th at 10:30…
We’re running short of time. Let’s finish up.
Thank you for your time during this meeting. I look forward to working with you soon.
I’m afraid I need to get back for a meeting, perhaps we should get the bill.
It looks like we’ve covered just about everything.
Let me end by thanking you all for coming.
I think we should go ahead and purchase the items as we desperately need them.
That would be difficult to guarantee because we are a little unsure about the specifics.

---

PEER RELATIONS

CONTENTS TABLE PEER RELATIONS

RELOCATING
AUDITING
NETWORKING
WRITING EMAILS
UNDERSTANDING

---

RELOCATING

PREPARING

I have been assigned to a temporary project in Canada.

Trained Examples
All I know is that I’m being relocated to an English-speaking country.
I’m waiting for a confirmation on my expatriation.
I asked to renew my expatriation status. Keep your fingers crossed!
We are just waiting for the embassy to call for a final interview for the work visa.
As a Change Manager, I will be implementing changes in offices around the world.
I will be working as liaison between our offices in New York and Paris.
We are trying to standardize our procedures, that’s where I come in as a trainer.
Washington! But I don’t know if they meant Washington State or Washington DC.
If there was ever a love visa, I would be the first to apply for it.

OPENING A BANK ACCOUNT

My maiden name? You mean when I was single?

Trained Examples
I would like to open a savings account and a checking account.
How can I order more checks and how much do checkbooks cost?
How are the fees for debit cards as compared to those for credit cards?
Where can I hope to find your ATM in the city?
Can I withdraw cash from my account using another bank’s cashpoint?
Does my credit history abroad count when applying for loans here?
How does it work for teenagers under 18? Can they open their own accounts?
How about setting up automated payments?? Can I do that online?
Could you tell me where the nearest ATM is?

FINDING AN APARTMENT

Have you heard of a reliable site for house exchange?

Trained Examples
I was house hunting when I saw your open house sign.
My login to access the ads online is not working.
Is there a limit on the number people per apartment in this state?
Do you have any application forms left for this housing complex?
What does the rent include? Is snow removal included?
Are children and pets allowed? We have a sweet little baby and a kitty.
Is the resident apartment manager position still open?
What are the rules for tipping movers?
You are helping me move but I’m treating you to dinner then.
Please don’t break your back carrying my boxes.
I’m looking for an extra pair of hands for moving next weekend.
Where can I buy cardboard boxes and bubblewrap?
I was wondering if I could take the boxes by the recycle bin.
I’m definitely going to miss having a minibar and room service.
Now that I’m used to having my bed made, I’ll need to hire a maid.
Maybe I need an apart hotel: an apartment with hotel facilities.
Have you heard of green movers? Using bikes instead of trucks?
What does the rent include?
Could I get your advice on finding a flat in a good neighbourhood?
We are currently renting.
The D.I.Y. work will be completed by March, 2014.
Is there air conditioning in the house?
We’d like a garden for barbecues in the summer.
Do you allow pets?
Is a one month damage deposit required?

Renting/Buying furniture

RENTING/BUYING FURNITURE

What is the difference between a king-size and a queen-size bed ?

Trained Examples
I said “coffin”. I’m sorry. I meant to say a cradle, a baby bed. My baby is still alive, thank God.
I was thinking about getting a bunk bed for the children.
I would like the office to have a sofa bed so it can be turned into a guest room.
We are couch surfers and will be welcoming visitors so we need a comfy couch.
Is delivery included if we buy these kitchen cabinets?
Renting electrical appliances?as well as furniture for the entire house? Why not?
Maybe a fully-furnished apartment might be the best solution for us.
People leave unwanted furniture in the streets? And you can just take it like that?

BUYING A CAR

Can we take the car for a test drive before making a decision?

Trained Examples
How stable is this SUV? Because I have heard of SUVs flipping over.
I have never heard of this car make. Is it Korean?
Do you have the same car but in another color? I heard cops like stopping red cars.
Are you willing to reduce the price if I pay it in cash and today?
The price you are asking for seems reasonable; I just need to speak to my spouse first.
Are you selling, by any chance, a baby car seat as well?
I have to warn you about the brakes; they need to be changed.
You might want to replace the tyres, though; as you can see, they are worn-out.
Where did I buy this car? From a friend of a friend

BUYING INSURANCE

Can I get some reduction for having invested in new airbags?

Trained Examples
What if I tell you that we have a garage, instead of a parking space?
What is the policy for occasionally lending the car to friends?
I would like car insurance with full coverage, including the risk of car theft.
It depends on your definition of accident… two or more cars colliding?
I once had a bumper-to-bumper incident in the freeway when stuck in traffic.
I don’t know if it makes a difference but I’d like to mention that I don’t curse when driving.
I’m interested in the conscious driver program so you can install the drive tracking software.
How does your point-system work? Do I get any points for having no speeding tickets?
Which car repair shop does your insurance company have a partnership with?

DEALING WITH POLICE

I didn’t see the stop sign, that’s why I didn’t stop.

Trained Examples
Here are the registration papers and my driver’s license.
Where I come from, the traffic lights don’t have to be respected after midnight.
The carpool lane is for cars with at least two people. How about expecting mothers?
Jaywalking? I had no idea that crossing the street here was breaking the law.
What do you mean by no drinking in public? I was drinking in my porch.
My neighbors called you because of the noise level? I didn’t realize we were so noisy.
You think I’m an undocumented immigrant. You are making a mistake and I can prove it to you.
You are asking me if I have seen anything out of the ordinary? No, not really

COPING IN THE POST OFFICE

By the way, could you give me twenty in quarters? I need quarters for the laundry machine.

Trained Examples
I would like to receive my mail here. Do you have any mail boxes left to rent?
This is an important document so the certified mail option seems best.
I’m waiting for a package from France. I can give you its tracking number.
How much do I need in stamps to send a simple letter from one state to another?
Could I get your help carrying this package to my car? I’m parked just around the corner.
I can’t open an account here? I see, your post office is just for mailing.
This letter was returned to my house. Maybe you can help figure out why.
Where did I have to write the return address on the envelope??
The content of this package is fragile. Please handle it with extra care!
I prefer to get insurance. It’s not that I don’t trust your postal system, I don’t trust ours.
It’s an important document so the certified mail option seems best

ENROLLING IN CLASSES

Wow, your children have extracurricular activities every night of the week.

Trained Examples
My student badge? I forgot it at home. I can ask my boyfriend to bring it here to the library.
Good morning, I’m here to enroll in ESL, English as a Second Language.
What are the prerequisites for this class? Can I transfer credits from another university?
I took ballet class when I was a child but I didn’t get to learn how to use pointe ballet shoes.
Does your church offer Sunday school? Do the kids need to bring their own bibles?
This doesn’t make sense.
This class turned out to be too advanced for me. What are the times of the class for beginners?
I hope it’s not late for me to sign up for your class. I’m ready to work hard to catch up with the group.
Do you know who the scuba-driving class instructor is going to be? Does she speak French?
It’s great to finally meet the principal of my daughter’s school.
Where can I take a first aid class? I’d like to be able to do CPR.
Good morning, I’m here to enroll in ESL.
We are hesitating between piano and drum classes to get our children started with music.

MEETING TEACHERS

I understand you are the maths teacher but also coach the girls’ football team.

Trained Examples
You assist students with last name from the letter K, so you must be my son’s counselor.
You are replacing the history teacher, right? Welcome to our school!
Do you really think she should be taking an Advanced Placement class instead?
I’d like to thank you for pushing the students to work on projects for extra credit.
When are the try-outs for the sports teams in your school??
I think our children will need tutoring. How is your afterschool program?
What is the failing grade in your school system? Is it D or F?
Our son is applying for college and we were wondering about the letters of recommendation

ACCEPTING AND REFUSING INVITATIONS

it’s difficult to say at this moment.

Trained Examples
Can I get a rain check on going to dinner with you and the others?
I will join you guys for happy hour if the meeting finishes on time.
I’m working overtime today, so I can’t go to the football game tonight.
Before saying yes to your invitation, can you tell me what a potluck is?
You can count on us, my family and I, being there at the picnic on Saturday.
Don’t forget to organize a house warming party and invite me to it, of course.
I’m calling to RSVP the banquet. Can you please put my name down for the table of sales reps?
Are spouses invited? How about the children? It wasn’t very clear in your invitation.
I invited you first. You can cook for me another time. Next month, for example.
It’s very kind of you to invite us for your birthday but unfortunately, we are out of town then.
More than participating, I can help you plan the camping trip with my camping experience.
I’m calling to RSVP the banquet. You can put my name down for the table of sales reps.
What does potluck mean? You are inviting us to dinner, but we are bringing the dinner?
Oh. You know how much I dislike shopping. Perhaps you could find something on the internet?
I’m sorry to tell you that I’ve decided not to come.
Do you know the restaurant we are going to?

MEETING NEW COLLEAGUES

MEETING NEW COLLEAGUES

Excuse me, are you looking for a French expatriate called Marie?

Trained Examples
Do you happen to be here to pick up a European party of four?
I’m delighted to finally meet you. It’s nice matching faces to names, isn’t it?
It’s a real pleasure to be here today. I’m speaking on behalf of myself and my family.
You are taller than I imagined. We’ve got to invest in better webcams.
So, this is your office. I can see now why you don’t mind working overtime.
Where is the famous coffee machine? Where are you hiding it?
You want me to call you by your first name? You can call me by my first name too.
I look forward to meeting the rest of the team. Where is everyone?today?
I have a feeling you are going to be the best lab mate ever.
Last year we had a contract with a Japanese supplier so I went out to Japan two or three times. They really looked after me well.
We have rented a house.
We are staying in a hotel.
Allow me to introduce myself. My name is…

GETTING MEDICAL ATTENTION

I’m allergic to penicillin so I can only take certain antibiotics.

Trained Examples
Is my arm broken or fractured and will I need surgery?
In the scale zero to ten, zero being none and ten being the most, my pain is around five.
I have horrible toothache; I’m afraid I have a cavity. I need to see a dentist asap.
I’m having an unusual stomach ache. How do you know when it’s food poisoning?
I don’t have any major health problems, just slightly high blood pressure.
We ran out of our toddler’s asthma treatment, could you give us a prescription for that?
Which over-the-counter medication do you advise for migraine?
I’m in excruciating pain. Can’t you give me something for it?
I’ve caught a very bad cold. Where’s the nearest chemist?
I’ve caught a very bad cold. Where’s the nearest drugstore?

---

AUDITING

LEADING THE TEAM

It is necessary that we all follow the best practices in order to work as a team

Trained Examples
Your input makes this possible.
Your involvement in the process is key.
Could you tell me how you feel about this audit?
What is the most obvious benefit for you here?
We are here to think about processes not problems.
This means we are all contributing to corporate governance.
This will pay off in the days, weeks and years ahead.
Looking objectively at our practices will help us to support quality.
We must all assess our habits and routines critically, but without judgement.
I can see a number of benefits here.
It helps you, it helps us and it helps our clients and customers.
Have you thought about moving jobs in the future?

PRESENTING OBJECTIVES

Presenting objectives & agenda

This audit is an independent and objective assurance and consultancy activity.

Trained Examples
We wish to improve the company’s operations.
We are aiming to add value.
We are introducing a systematic approach to evaluate and improve internal control processes.
The aim of the exercise is to reinforce the effectiveness of risk management and governance.
We will be collecting relevant data to form an opinion, to attest and to make a report on the financial statements.
We need to evaluate whether management has efficiently discharged its responsibilities.
We will be inspecting documents and making enquiries, observed and confirmed by third parties.
The process is entirely transparent, I can assure you.
We are counting on your involvement.
A rapidly changing business environment has a significant impact on stakeholders’ expectations.
We want more assurance that surprises like that do not occur any more.
During the recent crisis, we were shocked by the impact of risks that we did not see coming.
We have to demonstrate what role we can play in keeping and putting business back on track.
We have to be prepared to roll up our sleeves.
You need to extend your supervisory activities.

INVESTIGATING

Why is an innovative approach the best way to move forward?

Trained Examples
How do you think your own bias has influenced your strategy?
What do the team think is quality work?
What makes you say that this project lacks focus?
What would the people involved say about this issue?
How do your perspectives on the business influence how you approach this issue?
Why are the engineers not involved in planning this part of the project?
Why do you think the team is avoiding interdepartmental planning?
How would you know that stakeholders feel involved?
Why did allowing the team to create their own task force cause problems for you?
Why do you think the expected outcomes of this phase weren’t communicated to other departments?
What was your intention when you assigned a task force to oversee this phase?
What evidence do you have from this team that their ability to reach conclusions has improved?
How might your assumptions about the reasons why people are not involved have influenced what you have tried so far?
How do you think your expectations might have influenced their work on this project?
What do you think would happen if you restated your strategy as questions?
What other approaches have you considered for communicating with stakeholders about progress?
How much time does the project take?
How is the process monitored?
What resources did the team have available for this project?
What was wrong with this approach?
What conclusions did you draw?
How often did it happen before you acted?
Why do you think this is the case?
What do you feel is right?
When have you done something like this before?
What if the opposite were true?
Why is this such a dilemma for you?

GIVING RESULTS AND CONCLUSIONS

Urgent action is required.
The controls are ineffective in mitigating risks and are currently being reviewed.
Control standards need to be brought up to an acceptable level.
A review of the methods used for performing checks is urgently required.
We recommend a follow-up on compliance issues.
Opportunities for control enhancement were identified.
The quality assurance procedures in place are broadly effective.
Certain risks persist, nevertheless.
Internal controls are effective in mitigating risks.

DESCRIBING COMPLIANCE ISSUES

We have indicated some potential compliance issues.

Trained Examples
Potential compliance issues shall include but are not limited to this list.
I refer to the regulations relating to the compliance charter.
A number of issues were reported to supervisors.
No clear action plan was drawn up.
We have identified five areas where the company is non-compliant.
This is just the tip of the proverbial iceberg.
We recognise that it is difficult to keep up with all the regulations.
The regulations on this area are well documented.
This is really a compliance issue

PRESENTING SOLUTIONS

We recommend doing the right things in the right way.

Trained Examples
We strongly advise you to conduct monthly reviews of performance.
You should set purchase limit controls.
Approval check points must be created.
Clearer delineation of roles and responsibilites is recommended.
Operating and accounting procedures need to be reinforced.
Corporate reporting software should be standardised.
This will reinforce communication within the firm.
Internal newsletters could relay these priorities.
Risk assessment should be integrated more systematically across the company.
Corporate policiies must be better communicated.
Internal auditors should be given more authority.
Quality assurance could be boosted by hiring more staff.
A new tone needs to be adopted at the top.
You should seriously consider having an ethical charter.

OUTLINING NEXT STEPS

We will set up up a new financial tracking system.

Trained Examples
They are following up the audit report with clear action plans.
You are going to see a sea-change in people’s attitudes towards regulations.
The audit review meeting starts at 3 p.m.
I think the results are going to surprise you.
We’ll send you a summary if you like.
This time tomorrow we’ll be meeting the management committee.
Will you be sharing the findings in the report?
They are to implement a new strategy.
We are about to introduce new safeguards.
1Three months from now we will have completed the first phase of the procurement changeover

NETWORKING

ASKING ABOUT MANAGEMENT

At your company, who defines the broad company policies? Would that be senior management? The Board of Directors? Middle management? Or lower-level management?

Trained Examples
And which level outlines budgets?
Which group appoints middle management?
What about procedures? Who delineates procedures?
Who sets objectives?
Who reports directly to top management?
Who establishes channels of communication?
Who motivates lower-level managers?

Group responsibilities
Top:
define broad policies
answer directly to shareholders
outline budgets and set objectives
delineate procedures
appoint middle management

Middle:
execute plans of the organization
motivate lower-level managers
assume organizational functions
establish channels of communication

Lower:
supervise and guide subordinates
assign projects and instruct employees
ensure high levels of motivation
manage quality and quantity
communicate and solve employee grievances
arrange for materials, machines, tools

YOUR COMPANY AND POSITION

The business was established in 1991.

Trained Examples
The firm was set up ten years ago.
The company was founded over fifty years ago.
We built up the business from scratch.
It is an engineering firm based in the San Fernando valley.
Before it expanded the company was family run.
It is one of the more successful small-or-medium-sized-enterprises in the region.
It has taken over several smaller companies.
We have bought a stake in one or two big companies before merging with CHOI.
Ours is a public limited company, listed on the stock exchange.
We merged to form a new company, three years ago.
Before it expanded the company was family run and operated solely in France but we are looking at further expansion into the Asian market.
We are a professional service firm delivering advice and services to businesses up and down the country.
We aim to deliver flexible marketing and advisory services to client companies and marketing agencies.
We sell electronic and electric goods.
Our client base is principally in Asia and Australia.
We are a blue chip company, with subsidiaries on four of the five continents.
We have an annual turnover of $400 million and employ over 2500 people worldwide.
We are a small company employing 30 people.
We produce a small range of exclusive products with high added value.
We all have shares in the company.
They specialize in supply for the automotive industry.
We are major players in the Asian market.
Our business focuses on niche markets, not addressed by mainstream providers.
We are a Korean based corporation.
The share price of the company grew tenfold.
The company headquarters are in London and Shanghai.
Our head offices are in Houston, Texas.
Our offices are located throughout the United States and Europe.
Our South American main office is in Buenos Aires, in Argentina.
We provide different services.
The US headquarters are situated in New York.
Our profits were $4 million.
We have 300 employees in our headquarters.
We formed an alliance with IPS China in 2010.
We were invited to form a joint venture with the Singaporeans
We do a lot of business with the Chinese.
We are working more and more with the emerging economies.
We have survived the current crisis relatively unscathed.
The recession has hit us hard.
We downsized in the wake of the last crisis.
Our company underwent restructuring last year.
We decided to restructure the organisation.
We are in the process of restructuring our activities.
We are now focussing on our core business in financial services.
We are now refocusing the business on key sectors…
I am self-employed.
I created my own business about 20 years ago.
He is a sole trader.
The company is split into two divisions: chemicals and gas.
The organization is comparatively flat with only a few levels.
There are six different departments and I work in the biggest.
There are also Purchasing and Customer Accounts who work in the same office.
In production we include packaging, maintenance and distribution.
In Human Resources we look after training, payroll and general personnel issues.
Research and Development share a space with the Quality team.

INDIVIDUALS

I’m the Managing Director. I’m responsible for managing the company.

Trained Examples
I’m a public relations manager. I deal with the press.
I’m a project leader. I’m involved in many projects.
I’m an engineer. I take care of maintenance.
I’m a consultant. My job is to advise companies. I offer guidance and advice.
I’m a supervisor. I oversee people.
I’m a personal assistant. I have to handle my boss’ schedule.
I’m a trainer. One of my tasks is to train managers.
I work for an IT company.
I work in the legal division which is in Paris.
I work with a team of fifteen other people.
I work on new product development.
I work on projects.
I have a job in marketing.
We all do a good job.
I work for Narobia.
I work with a person from Japan.
At the moment I am working on a new information system.

RELATIONS
I manage fifty people.
I head a sales team of ten people.
I have a managerial function.
He is her boss.
He is her deputy.
She is deputizing for him.
He is an executive.
He is the Chief Executive Officer of an East African record label.
She is the CFO, Chief Finanical Officer.
She’s a Financial Controller.
I am his counterpart, in our sister company.
He works with four other co-workers.
I have a team of six collaborators.
He has three subordinates working under him.
My direct superior is based in Washington DC.
She is my line manager.
I fix deadlines.
I outline goals and define strategy.
I review targets and modify them according to changes in strategy.
I set policy to help reach three-year objectives.
We work on increasing profitability.
I am in charge of improving company performance.
I am responsible for cutting costs.
I focus on core business.
I organize, plan and support staff.
I analyze and solve problems, finding solutions to key issues.
I take decisions based on a range of data.
I inform and communicate with my staff.
Situational leadership is now considered a standard approach in project managment.
Business leaders should deploy different styles as appropriate.
I think a good manager knows how to plan and organise resources, including people.
A manager does the thing right, and the leader does the right thing.
A committee is a group of people that keep minutes and lose hours.
We have a workforce of 15,000.
The Personnel Manager is responsible for industrial relations between employees and the Management.
Firing staff requires a strong nerve.
We have a large product range.
I am responsible for organizing distribution.
I am responsible for promotion.
I work in the Finance Department.
I am the Finance Manager.
I am in charge of the budget.
I decide the budget.
Before it expanded it was a family run business.
We are now focusing on our core business in financial services.
What is the role of the trade union in France?
I’m in charge of four stores in Paris, three of which are located in three main train stations, and another one, which is located in the shopping center next to the Louvre Museum.
I started working for the company about 5 years ago.
We are a private consultancy.
Our aim is to provide specific services for the pharmaceutical industry.
I’ve been working here for twelve years.
My job consists of developing business with new and existing clients.
The quality of the soap dispenser is poor and it breaks often.
Sometimes the soap dispenser in the kitchen gets clogged
In quality, we include personal hygiene of staff
I also look after training and personnel issues.
I’m the Quality Assurance. I’m responsible for controlling specific hygiene practices.
I’m responsible for local audits within the FairFax Holding group.
We have many subsidiaries in the world and our main activities are…
The company was founded in… and it was established for the purpose of…
We manufacture products to be used in the cosmetic industry.
Our client base is principally in Europe
I created our company in 2010.
What differentiates us from our competitors is…
Our main activities include…and the challenges we face are…
The firm was set up ten years ago and at that time we only had about five clients, today we have more than 200 clients located throughout France.
Primarily, we are a manufacturing company, providing a range of manufactured goods.

OPINIONS ABOUT MANAGEMENT

What is your idea of good management?

Trained Examples
When should we use a more directive style of management?
An autocratic style is not always best. Sometimes a democratic approach is more effective.
If you are trying to get things done, asking everyone for an opinion is inefficient.
Convincing others to buy into a project requires good communication skills.
Wouldn’t you say that management is all about people?
A manager’s task is to make the strengths of people effective and their weaknesses irrelevant.
You have to be able to make decisions on your own.
Managers tend to define themselves by what they do, not who they are.
This is by far our most profitable product line.
We don’t have any financial problems.
It would be great to come to an agreement on our work methods.
I’m looking forward to working with you on this project.
I firmly believe that we need to agree on any changes before they are implemented
In my eyes a good manager should always be able to lead others.
Some of you may prefer to… whereas I prefer to…
Leadership is about doing the right thing, and not the thing right.
A good Manager needs to have vision and be interested in people.
A manager needs good communication skills.
When is a democratic approach more effective?

Explanatiion: Management styles include ‘authoritarian,’ ‘democratic,’ ‘free rein,’ ‘toxic,’ and ‘narcissistic.’

1. Can you guess what these terms mean? We’ll start with ‘authoritarian.’ What do you think an ‘authoritarian’ style of management would be? (Trainer info: Authoritarian managers typically make all the decisions themselves. Typically, they don’t entertain the suggestions or initiatives shown by their subordinates. It’s efficient, but very frustrating for those working under these people. ) What are the advantages and disadvantages of this style?

2. The ‘democratic’ style of management is, as the name suggests, democratic. Democratic managers like to consult their team before making decisions. As a result, the team is very cooperative and motivated to get things done. Now I mentioned another style – the ‘free rein’ style – earlier. How do you think ‘free rein’ managers might differ from ‘democratic’ managers? (Trainer info. Free rein: These managers allow their team to work independently. Team members are allowed to define their own policies and methods.) Who would you prefer to work for: a ‘democratic’ manager or a ‘free rein’ manager?

3. Finally, you’ve got the ‘toxic’ and ‘narcissistic’ managers. Can you guess how a toxic manager operates? (Trainer info: They fail to create a productive work environment; in fact, if anything, they break apart teams.)

4. And a narcissistic manager? (Trainer info: They care more about their own personal interests than those of the organization as a whole. Yet, typically, they are very popular.)

DESCRIBING HR

The Human Resources Director has the strategic function of optimizing the skills and knowledge of employees.

Trained Examples
The Personnel Manager works in a department dealing with employee recruitment, training and welfare.
We have a workforce of 15,000.
The success of an organisation depends on the individual and group performance.
I am responsible for manpower planning.
We have trade union representation in our company.
The personnel department deals with career mobility and expatriation.
The Personnel Manager is responsible for recruitment and working conditions.
The Personnel Manager is responsible for staff training and development.
The HR manager is involved in the company pension schemes.
Human Resources oversees health and safety as well as environmental issues.
Terms of employment and pay are also managed by Human Resources.
I earn a monthly salary that is indexed to productivity.
Workers in some sectors receive a weekly wage.
In the current climate a pay rise seems optimistic.
I received a 5% raise in salary last year.
Consultants charge fees.
After a business trip, you must claim expenses.
The company advertised the job vacancies on their website.
Several applicants applied for the job, and once the company had sent them an application form, they were invited for interviews.
The company interviewed a selection of candidates.
The company drew up a shortlist of good interviewees and rejected unsuitable applicants.
Having conducted a second round of interviews, they whittled the shortlist down still further.
The company finally offered the job to an internal applicant, who was promoted to head of department, though she left the company shortly after.
Hiring the right staff requires a good understanding of human nature.
Last year we took on 15 new staff, but we had to let some of them go at the beginning of this year.
She was dismissed because of misconduct.
With a decline in demand production slowed down, and lay-offs became unavoidable.
The recent restructuring plan has meant many workers being laid off.
The chairman resigned and three members of the board were sacked.
The company made 100 staff redundant because of financial problems.
The worker received compensation for unfair dismissal.
We are on their core-supplier list.
Reducing prices to a level below your competitors means that you undercut them.

DESCRIBING SALES AND MARKETING

Our legal department draws up contracts and keeps up with current legistlation.

Trained Examples
A sales representative gets a commission.
For each product, the marketing department creates a marketing mix.
A company sells products to customers.
Clients buy a professional service.
Consumers buy our products in shops all over the world.
Our aim is to sell products which the consumer wants.
It is important to identify and then meet the needs of the customer.
We customize our products to satisfy customer needs.
We have a large product range.
This product life cycle is very short.
We bring out a new model after one year.
We will launch this product next month.
This is our biggest selling brand.
Margins are higher at the luxury end of the market.
Margins are lower on mass marketed goods.
Encouraging brand loyalty is important for all our ranges.
It is critical to maintain product supply to the customer.
We supply many different companies.
We are one of their preferred suppliers.
We distribute our products through different outlets: shops and supermarkets.
We have many distributors.
I am responsible for organizing distribution.
We use a carrier to transport the goods to the shops.
This company deserves its good reputation always to deliver on time.
The shop receives a weekly delivery.
Although we are essentially a wholesale outlet, we do some retailing.
Promotional offers inform and attract customers.
I am responsible for promotion.
We promote the product in different ways, via brochures and mailshots as well as commercials on television.
Once a year we organise a stand at the trade fair.
We use an advertising agency to create ad campaigns.
We advertise mainly on television and now on internet.
Despite declining readership, we still advertise in the newspapers.
We create innovative advertising campaigns for our products.
Market research is an essential part of our new product development process.
We need to keep an eye on market trends, to keep up with the competition.
The European mobile telephone market is close to saturation.
Marketing strategies vary from country to country.
When a market is depressed, it is time to change strategy.
Pricing policy is all about finding the right price for the right consumer.
It can be dangerous to overprice and foolish to underprice.
Our above average sales figures, higher than forecast, are due to our excellent sales-force.
Seasonal trends mean that there are periods when sales are poor.
In some cases after sales service is highly profitable.
Here are two ideas that I feel we should implement to gain more visibility in the market.
I strongly feel that we need to change our marketing approach.
We provide services for pharmaceutical and medical device companies
We have a large range of services and can adapt our services to suit the customer
We monitor by conducting audits to ensure that all the minimum standards are met and maintained
First of all, I must say that the quality department focuses on the maintenance of quality as the name suggests

Presenting your company’s financial structure

In Finance and Administration there are six of us.

Trained Examples
I work in the Finance Department.
I am the Finance Manager.
How important is it for a company to manage its finances?
What sort of financial controls need to be established?
How healthy is your company’s financial situation?
We don’t have any financial problems.
The company will finance a new training programme.
How can we fund this new project?
The company will pay for its investment by issuing stocks.
We made a profit last year.
Profits are up 20%.
Before tax, profits are up this year, compared to last year.
After tax profits are stable.
The profit margin on our luxury goods range is most satisfactory.
This company is highly profitable.
The company made a loss in the second quarter.
This company had big losses.
We invested a lot of money last year, which explains our disappointing results.
It was a sizeable investment.
I am in charge of the budget.
I decide the budget.
Coming in over budget is all too common for project managers.
We are under budget.
The profit and loss account shows how the company has operated over a given period of time.
Assets and liabilities are shown on the balance sheet.
The flow of money in and out of a business is reported in the cash flow statement.
There are a number of key documents which reflect a company’s financial situation.
Our invoice system is being overhauled. Billing will now be automatised.
First quarter results were encouraging.
In many listed companies quarterly financial reporting has become the norm.
For firms not listed on the stock market half-yearly financial reporting is necessary.
A good business is attentive to its fixed costs.
In an effort to control costs, many companies reduce headcount.
Shareholders may require a company to issue dividends at the end of the fiscal year.
We have made a net profit this year.
We earned a lot of money from our new product line.
We spent over $500,000 on training last year.
The company invested in a new information system.
We paid four million dollars for the system.
We reduced costs and saved three million dollars.
We invested one million Euros in a new production line.
We wasted $50,000 on toxic investments.
The company was audited.
We invested a lot of money last year, and this would explain our disappointing results.
The flow of money in and out of a business is reported on the cash flow statement.
Our invoice system is being overhauled. Billing will be now be automated.
I would like to broaden my experience and take on more responsibility.
I would like to be able to make use of all of my talents and skills.
Have you any questions about the convention?
It’s a pleasure to speak with you.
I am preparing an itemized list of expected income and expenses.
Could you please repeat that last figure?
Do you believe that Greece should be removed from the EU or should we bail them out another time?
How is your economy affected by the crisis?
Do you feel that anything was not included and should be?
I used 3 criteria to create the budget.

Describing projects

// Explained:
A project manager plans and organises a team and resources to meet a target within a fixed timeframe.
The first step of any project is to define the scope.
Careful planning is necessary after the definition phase of a project.
After defining and planning comes implementation.

Implementation in a project requires regular review to monitor progress.

Trained Examples
Milestones mark the key steps in a project.
We plan and set the budget.
We may run a feasibility study and if we get good results, we get the green light to go ahead.
We decide on manpower, allocate resources and organize a schedule.
We subcontract and supervise the progress.
We anticipate obstacles and plan a critical path.
We complete the project on time and meet our deadline.
If you shelve a project, then you stop it for a period of time.
If you scrap a project, you abandon it altogether.
The pilot project was successful.
Work is scheduled to begin next week.
Installation is due to begin next week.
We will reach our first milestone when we complete construction.
Our first step is to organize a project launch meeting.
We are behind schedule on the first phase of the project.
We are ahead of schedule.
The schedule is very tight and there is a lot to do.
Implementation of a project requires regular review to monitor progress.
We may run a feasibility study and if we get good results, we get a green light to go ahead.
The London Underground is a nightmare!
We decided to go there because it’s not too far from France.
It’s a beautiful city but very polluted.
I loved the British Museum but my girlfriend didn’t.
When we arrived, we didn’t know how to get to the hotel.
It was my girlfriend’s idea. She booked everything too. She’s good at organizing.
I don’t think I’d like to go back to London.
English food is really tasty!
In the future, I would like to…
The main goal of this project is to…
The first step was to… Next, I… And finally,…
We’d be delighted if Doctor Hewitt could attend the conference.
The convention will take place in the first week in June.
We plan and set the budget for the project in order to ensure that we don’t end up overspending
Milestones mark the key steps in a project and so we will celebrate when the checklist is done.
This project will involve…
We will break down the project into three phases.
The objective of this project is to…
Some problems and obstacles we might face in the future are…
Once the plan is defined, we will implement it.
We have an objective to achieve by April 2014.
We want to organise the schedule and the budget.
We must decide on the different stages of the project.
The aim of this project is to …
We began the project in March and everything is running according to schedule
I’ll start by defining our editorial process.
I’d like to train you in our new tool.

Giving your opinion about business : up and down

Business is good in South America.

Trained Examples
In developing markets, demand is booming.
Sales stood at 2,000 units in January.
Sales increased dramatically from 2,000 units to 7,000 units in July.
Sales increased by 5,000 in July.
Despite a difficult year, sales have made a moderate recovery over the last quarter.
There was an increase of 10,000 units over last year.
We can be proud of the steady growth during the last six months.
There has been a signifiant decline in demand because of the economic downturn.
A steady rise in consumer demand has proven very positive for sales.
Unit costs have dramatically risen this year.
We are slowly but steadily losing money on this segment.
We are significantly better-off now than at the beginning of the year.
We have an inventory of products in the store.
Whille it is easier to find a job, it is also much easier to lose it.
The market is changing all the time.
The sales have been dropping steadily over the current year, even though we’ve been focussing on increasing

Explantion: A ‘healthy economy’ grows and grows, but if an economy’s growth is minimal or non-existent then we say that it ‘stagnates’. Even worse is ‘stagflation’, which is a mixture of ‘stagnation’ (slow growth) and ‘inflation’ (quickly increasing prices).

A period of ‘negative growth’ (a decrease in production) is called a ‘recession’. A very strong recession is also known as a ‘depression’ (e.g. The Great Depression of the 1930’s).

Explaining production processes

Productivity is very high.

Trained Examples
In the factory we have three production lines.
I’m production manager, in charge of three shift teams, numbering 50 people in all.
Our suppliers deliver raw materials to the plant.
We keep our stock in two separate warehouses…
In the factory, we assemble the products on an assembly line.
We control the quality.
We pack the product manually.
Packaging is done automatically.
We look for defects and conduct spot checks on each lot.
At the loading bay we load the finished product onto trucks.
We have a lot of machinery to maintain.
Machines are operated from a central panel.
The machines are serviced once a year, and repaired when they break down.
Are you free on Monday?
I’m calling to make an appointment.
This is the most complicated stage of the process.
We can always include that into the process.
We have always respected strict guidelines as far as quality is concerned.
Maintaining high quality is at the heart of our business concern and essential for satisfying our customers.
We check all the products.
Firstly, Secondly, Thirdly you must do this.
The first step consists of…

Describing products

This is my design.

Trained Examples
I designed the product to specifications provided by the client.
How big is it?
How long is it?
How wide is it?
How high is it?
It is one metre long.
It is 1m wide.
It is one metre high.
It is 1m in length.
It’s 1m in width.
It’s 1m in height.
How much does it weigh? It weighs 10 kilos.
It’s 10 kilos in weight.
How heavy is it?
It is rather heavy, not very light.
This product has many features to recommend it.
It is light and handy and comes wiith an affordable pricetag.
It is a safe and user-friendly product.
It’s suitable for young children and very popular with parents.
It’s efficient and reliable, with an attractive slightly old-fashioned design.
This product comes with a two-year guarantee.
The product has a standard warranty.
All products under warranty must be sent directly to the manufacturer.
We have a service that would be very beneficial for you.
We can provide you with several services and organize a meeting with our team to show you these services.
The products I need are a broom, a grill, a mop, disinfectants, cleaning products for the stove and the toilets, paper towels, soap and deodorizing products.
These are the main products I need.
A process is a collection of interrelated work tasks
These tasks are initiated in response to an event
It achieves a specific result
The process was designed to fit regulations provided by standards.
The goal here is cleanliness
I’d like to outline the products of our operation.
Let me give you an overview of the group.
You could compare this product to an ingredient in a cake because it is simply a smaller part of the whole.
It’s incredibly user-friendly and relatively efficient, despite its low price.
It’s extremely good value for money and both lightweight yet sturdy.
I would like to explain the different products to you
The important facts about this product are ---------

Comparing business cultures and habits

The US is an important trading partner for Japan.
Trade relations are better than they used to be.
Emerging economies are faring much better than we are.
There are some key differences between the US and China.
China protects its currency, which is a form of protectionism.
The EU will protect its own market with import duties.
It is the Financial sector that is most vigorous at the moment.

Trained Examples
Doing business in mediterranean countries is the same, broadly speaking.
Many of the stereotypes you hear about are false.
We work longer hours than you do.
Taking the client out in the evening creates important business opportunities.
In so-called liberal economies there is mobility in the labour market.
I think you’ll find that the word has different meanings in different cultures.
How does it compare with your last job?
That really is completely different from where I come from.
How long were you out of work?
I guess people are just more relaxed over there.
The cost of living in Singapore is lower than in France.
Accommodation is prohibitively expensive in London, though not as bad as some parts of Paris.
I have worked in many countries over the years.
Attitudes and behaviour between co-workers of the opposite sex is very different.
People tend to have a more relaxed attitude to lunch breaks.
Is it different from what you expected?
What surprised you most?
There has been much deregulation since they joined the European Union.
The Chinese economy is healthy.
Key indicators suggest that the economy is picking up.
Some countries have a strong stable economy.
Is it different to what you expected?
Accommodation is extremely expensive in London, though not as bad as some parts of Paris.
A democratic rather than an autocratic style of working is often most effective.
In France, it is not easy for a company to fire its employees. How about in Canada?
In France, tourism is the strongest industry. What about in Canada?
We cover a larger sales territory than you.
On average, how many customers do you contact every week?
There are some key differences between the way our Belgian colleagues work and the way we work. I would like to address these differences.
The Belgians seem to be more… and I think that we could do… to be more efficient.
There are some key differences between the way our Belgian colleagues work and the way we work. I would like to address these differences.
Tell me more about your line of work?
What about your work?
It’s easier to work with…
One difference I’ve noticed is that…
What is the school system like in the U.S.?
How much vacation time do American usually get?
We are an international company with agencies all over the world.
We work longer hours but stop for lunch.
How do you fare (well or badly) with …
Broadly speaking, we cope well.

Simplifying - keeping your message concise

Do you understand what I mean?

Trained Examples
So in other words, if it is complicated maintenance we must call someone in.
Is that clear for you?
How about something to drink?
What do you think of the conference?
Can you tell me about your work?
“K.I.S.S.” means keep it short and simple
To make a long story short, I didn’t get to my meeting on time.
Let me simplify that for you.
It may sound complicated, but it really isn’t.
Once you see the diagram, it will be clearer for you.
In a nutshell, she just wasn’t doing what we expected of her.
Without sounding too technical, it just means that regular tests are done on the apparatus.
In short, a picture is worth a thousand words, once you see the diagram, it will be clearer for you.
All I am saying is this…we must make it as simple as possible for all the persons to use it
In summary, we need to create an action plan quickly.
Let’s summarise the situation by saying if we don’t resolve the issue, we’ll lose a customer.
To put it simply, we are going to be under an enormous amount of pressure soon!
Quite simply, if we improve the quality, we’ll sell far more products.
Basically, if we don’t work more quickly, we’ll get behind on the deadline.
Don’t hesitate to interrupt me if you don’t understand something.
O.K. let me say that in a different way for you.
To cut a long story short, food is important in France!
Basically, we feel that a long lunchbreak is necessary.
Did you understand all of that?
In other words, we will keep a checklist of our best-selling products.
Let me outline in brief the sales plan.
First, you need to do this, and then, you have to…
After that, you do this, and finally, your pastry is ready!
I need you to do a few things for me.
Do you think you can do that?
Let’s see if I can say this more concisely.
So, how are you getting to your family for Christmas?
In short, you want us to send you the order quickly with no extra cost.
To summarise, we can find a solution quickly that won’t be too costly either.
To put it simply, we try to meet customer needs as closely as possible.

Reformulating - avoiding technical jargon

Can you be more specific?

Trained Examples
Could you say that in another way?
Let me put it another way …
What I mean is that …
I’m not familiar with the term “wafer”. Can you explain?
Let me rephrase that…
Let me explain…
We use the term ‘wafer’, this means…
Can you explain that in layman’s terms?
Are you familiar with the etching process?
To put it simply, ‘etching’ is when we cut into the metal.
Would you mind taking me through the process again?
What I mean is that the machine can’t work correctly with the product you’re using.
So, what you are saying is: if we order before a certain time, you can reduce the delivery date. Is that it?
If I understand correctly, you would like me to send an email to confirm this conversation?
In fact, the products you said you’d sent, haven’t actually been made yet. Is that right?
Can I just check I’ve understood correctly; you’d like us to forward the goods to you once we’ve received them?
What I understood is that… I didn’t catch the last part, though, so could you say that again, please?
So you said that you have not received payment for the invoice. Is that right?
For those of you who are not familiar with substrates, let me describe what they are.
In other words, anytime you see a film or coating on plastic or glass, that film or coating is composed of chemicals that we produce.
Is this correct that…?
So I see here that you said…
If I understand you correctly , you said that …
Would you like me to explain?
So, I understand correctly, you want to work with us but at a lower cost?
In other words, you are very satisifed with our products and services.
I understand you want us to postpone the last order until further notice. Is that correct?

New product processes

// Explained: Different kinds of business processes have one thing in common: they’re all designed to streamline the way that you and your team work. When everyone follows a well-tested set of steps, there are fewer errors and delays, and staff and customers feel more satisfied.

Which issues can occur if business processes are delayed?

Customers may complain about poor product quality or bad service.
Colleagues get frustrated.
Work may be duplicated, or not done.
Costs increase.
Resources are wasted.
Bottlenecks can develop, causing you to miss deadlines.

To make the right changes which modification steps can you think of?

To improve a business process, these steps could be helpful:

Analyze the process.
Redesign the process.
Acquire resources.
Implement and communicate change.

New Business

PLACES OF BUSINESS

manufacturing plant | place of business | storehouse | manufacture | corporation | head office | store

WHO WORKS THERE?
executive | manager | director | president | assistant | intern | boss | employee | employer

WHAT DO THEY DO?
design a product | develop a product | produce a product | market a product | launch a product | order a product

TALK ABOUT THE COMPANY
found a company | locate a company | set up a company | expand a company | merge companies

design a product
develop a product
produce a product
market a product
launch a product
order a product

COMPANY STRUCTURE

// Explained: A SALES OFFICE is the part of the company that handles sales transactions for that company.

SUBSIDIARY is a company that is controlled by another company through a parent child relationship. A company is only said to be a subsidiary company if the parent has controlling interest by owning over 50% of the issued share capital. A Subsidiary on its own may have subsidiaries. Subsidiaries are considered separate legal entities for taxation and regulation purpose.

a WAREHOUSE - place used for storage
a PLANT - place used for manufacturing
the HEADQUARTERS - the main office of a company
a DIVISION - a smaller branch that reports to the headquarters

mergers and takeovers are very similar corporate actions - they combine two previously separate firms into a single legal entity. But a merger often involves the mutual decision of two companies to combine and become one entity; it can be seen as a decision made by two “equals”. A takeover, on the other hand, is typically characterized by the purchase of a smaller company by a much larger one. This combination of “unequals” can produce the same benefits as a merger, but it does not necessarily have to be a mutual decision.

Opinions about structure
I prefer an organization that emphasizes clear lines of responsibility and areas of responsibility
I prefer an organisation that emphasizes teamwork and consensus
I prefer an organisation that emphasizes individual responsibility and empowerment of employees

Documents, Project

project_planningdocuments
status~reports
design~documents
test~results
issues_andresolutions
risk~documentation
change~requests
presentations
time~sheets
expense~reports
contracts
invoices

What’s the value of a xx? Why write this? Who reads it? Is there a document that is not worth creating? Which one is the most useful? Least useful?

Design, Office

1. A CUBICLE is a semi-partitioned space within a larger room. In an office, a cubicle may be formed by free-standing dividers that provide a degree of privacy for the worker.

2. HOT-DESKING is a practice wherein employees do not have assigned desks in the office, but rather take a seat in an available space.

3. MODULAR OFFICE FURNITURE is furniture that is designed to be moved around and reconfigured according to the needs of the moment. It is meant to provide more flexibility in office design.

4. ACTIVITY-BASED WORKING is a practice wherein rather than sitting in assigned areas, employees move around the office based on the projects or activities they are working on at the moment.

5. An OPEN-PLAN OFFICE is a large, shared space in which there are few, if any, private offices, and employees sit close to each other with no dividers in between them.

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WRITING EMAILS

OVERVIEW

// Explained: Concise letters can be understood quickly.

Authoritative letters: Letters that are well written and professionally presented have more credibility and are taken more seriously.

Factual letters enable the reader to see immediately the relevant details, dates, etc.

Constructive letters: Positive arguments suggesting positive actions encourage action and quicker decisions.

Friendly letters with a considerate, cooperative and complimentary tone are prioritised because the reader responds positively to the writer and wants to help.

The opening

Why are you writing?

// Explained: Make your intention clear:

Express your purpose for writing the email in the first sentence, it will make your message easier for the reader to understand.

‘I need to ask a customer to pay an invoice for services from my company.’

The purpose of this email is REQUESTING: => I WOULD LIKE TO REQUEST…

'I have to tell the candidate they were not successful at the job interview.'
The purpose is of the email is INFORMING: => I WOULD LIKE TO INFORM YOU…

THE OPENING

I’m writing in connection with our order number 1234AB5 dated July 10 for three fuse boxes.

Trained Examples
This is in reference to your invoice which we received yesterday.
Further to our meeting last Monday, I am getting back to you.
Following our telephone conversation yesterday, I’m writing to confirm my reservation.
You are probably aware of the recent cuts in the training budget.
Your article in the Detroit Post concerning our product has been brought to our attention.
Many thanks for your last email. We have now acted upon it.
We would like your best offer for a complete package including accommodation, full board and ski-lift passes.
Your comments regarding our product have been brought to our attention.
I’m writing regarding your email dated the 5th of May.
I would like to increase our accounts receivable.
Following your email enquiry yesterday, I’m writing to confirm my reservation.
I am writing to you regarding our Open Day next month.
Further to our meeting last Monday in Frankfurt …
Following our telephone conversation yesterday, I’m writing to specify the changes we need for the software.
You are probably aware of the recent changes in the VAT legislation. Would it be possible to incorporate these
changes in the calculations?
I’d like to give an explanation for the information in this document

ACKNOWLEDGING & THANKING

// Explained: Referring to context
We don’t always look back over the history of our email exchanges.
Context can be established effectively by acknowledging and thanking someone, with a short, concise reference to chronology. Pay particular attention to the tone of your email.

We got your email asking us to modify the design.

Trained Examples
We received your request to reschedule delivery of our order n° 123.
This is to acknowledge receipt of payment for your order.
We were pleased to learn of your recent promotion.
We were sorry to hear that you are no longer selling solvents.
Thanks for sending the completed form back so quickly.
We got the updated file today. Thanks for taking care of the problem so soon.
Thank you for enquiring about our products.
We were sorry to hear that you are experiencing problems with our product.
We got your email today reporting a problem with our product.
I am writing to acknowledge receipt of your last email regarding the expenditure for the month of May.
Thank you for your e-mail of 29 May. I am happy that you responded quickly even though it was such short notice
I’m writing to confirm my reservation for next weekend.
Thank you so much for your prompt response to my request.
We are sorry to report that the shipment is not complete.
This is to acknowledge receipt of the PK shipment.
As requested, I am re-sending my email as you had difficulty in reading it due to some technical issues.
Thank you for your wonderful birthday surprise.
Thank you for agreeing to meet at such short notice.
Thank you for your recent e-mail and thank you for returning my call yesterday.
Thank you for your prompt attention to the above.
Following our telephone conversation yesterday, I’m writing to acknowledge receipt and thank you for the outstanding invoice.
I am writing to let you know that I have received your email with all the requested documents attached.
I appreciate your quick response to my email.

REQUESTING ACTION

// Explained: Clarify the action to take. Some difficulties with emails concern requests for action. The action you request is unclear or offers no time frame.

Clear requests often contain:

• a title that expresses action required
• a time reference
• a strong sense of purpose
• clear headlines
• consistent bullet points
• a closing remark that repeats the action and time.

Do you think you could get that to me by the end of the week?

Trained Examples
I wondered if you could bring the documents for the next meeting?
If possible, would you forward the information to me?
When can I expect to hear from you?
Please fax us a copy of the original contract.
Please let us know when the batch is ready to ship.
Please send us the address of the local distributor for this area.
Please could you confirm that these specs are still valid.
Please could you enrol Yohannas Greene in the Total Immersion English Course, beginning on July 20.
Could you possibly come in early tomorrow?
Would you mind helping us with closing this month?
We would be grateful if you could call us to arrange an appointment at your earliest convenience.
I would appreciate it if you could refax this month’s test results asap.
It would be helpful if you could shorten the lead time by 24 hours.
Please send the completed form back at your earliest convenience.
Please credit our account for these items and call our production manager today with a new delivery date.
I’d like you to send information about holidays.
Do you think you could send operating expenses today ?
Could you please change this account number?
I would really appreciate more flexibility here.
Can you give me a better deal?
I’m writing to request information about your payment policy.
When is a good time for you to meet?
Could you possibly send the documents as soon as possible?
Please could you confirm when they will return?
Please reserve a room at the Hanover Hotel for the Quality Manager from Michigan.
I really need…
I would like for you to…
Unfortunately, I cannot make payment because I need additional information in order to complete the process.
Please fax us a copy of the original document as soon as possible as this is an integral part of the process.
Would you mind bringing your own laptop?
Can you please send the report to me before Friday?
Can you confirm that the figures in this document are correct?
Please let us know which date is the most convenient for you

Other actions

1. Replace an item
2. take back a damaged item
3. Refund an invoice
4. to cancel an order
5. take action immediately
6. Reimburse our costs
7. deal with the matter
8. attend to the matter
9. look into the matter

MAKING A RESERVATION

MODIFYING RESERVATIONS
// Explained: Increasingly reservations are managed automatically and direct contact information is not shared until after a reservation has been confirmed.

It may be necessary, however, to communicate changes, travel details and additional requests in your reservation.

I would like a double room with breakfast included.

Trained Examples
Please email me the details of my flight.
I would like to reserve an accommodation for a twin bedroom in your hotel for 2 nights for 2 guests.
I look forward to receiving confirmation of my reservation.
Thank you for your attention. I would like an email confirming the reservation at the earliest possible.
Do you have room service and daily laundry services?
Could you please arrange a courtesy bus pick up for me?
A quiet room overlooking the garden, and far away from any entertainment events would be preferable.
Since I will be flying overnight, I should appreciate an early check-in.
I intend to stay from November 21 to 23.
The situation makes it impossible to be there tomorrow.
There have been last minute changes.
Could you hold the booking?
I must apologise but something unexpected happened.
I understand your policy, but could you please make an exception?
I’ll be there as soon as I can, but it will certainly be later than planned.
I’m afraid I have to cancel my booking.
There will be one less person than we originally indicated

GIVING GOOD / BAD NEWS

GLAD AND SAD TIDINGS

// Explained: Good news is a pleasure to announce, whether face to face or by email, and rarely poses real difficulties. Bad news however is more delicate. Anouncing a lay-off, or refusal, or personal tragedy is never easy and needs care.

Language should aim to be both clear, factual and humane.

• Use a clear subject line
• Get to the point straight away
• Offer constructive advice
• Provide encouragement and support where possible.

If only one person is concerned, bad news should be announced in person and not by email.

I’m glad to say that production is back on schedule.

Trained Examples
We’re happy to announce that we’ve reached our target a week ahead of schedule.
Luckily, the old gaskets are just the right size for the new model.
The bad news is that the whole system crashed again. The good news is that the back-up system works and we didn’t lose any data this time.
The good news is we’re ready to ship your order. The bad news is the SNCF is on strike again.
I’m sorry to tell you that they’ve decided to terminate your research program.
I regret to inform you that we have been forced to raise our prices because of the increase in the cost of aluminium.
I would like to point out that these results were obtained under perfect conditions.
We would like to emphasize that we did everything possible to avoid this situation.
I’m afraid that won’t meet our requirements.
We have no choice other than to proceed in this way.
Unfortunately, this is absolutely necessary.
Unfortunately, you have the wrong information.
I am pleased to inform you that I will be joining the supply chain team in July.
I am thrilled to announce that there has been a steady increase in sales.
I regret to inform you that Mr. Dupont is still sick.
We’ll need a little more time, I’m afraid.
I’m afraid I am not prepared to make any concessions about my requirements.
I’m sorry to tell you that I’ve decided not to come.
I’m glad to say that our partnership was a success.
Fortunately, no one was injured in the accident, but I must buy a new car.
By the way, some defects went undetected in our tests.
The bad news is that it will need some expensive repairs.
I’m glad to say that at last I have found a house.
Due to circumstances that are beyond my control, I am unable to fly and I need to cancel my reservation.
My flight arrives at 10.45 pm, so by the time I arrive it may be quite late.
I am really pleased to inform you that after an arduous battle with the competition, we have been awarded the contract.
It is quite unfortunate that some of the kits were broken.
Unfortunately we received an email saying that we owe them money
I regret to inform you that I have some bad news for you.
Moreover, we hope to reach our deadline by the end of the year.

SAYING WHAT CAN / CAN’T BE DONE

POSTIVE AND PRACTICAL OUTCOMES

// Explained: When responding to a complaint or a reminder, focus on the practical considerations of what can be done. Explaining why things cannot be done often requires strong linking language and more elaborate stuctures.

Keep it short and simple. K.I.S.S

Unfortunately, owing to the instability of the monetary market, we are not able to accept payment in US Dollars.

If your order is for over $10,000.00, you qualify for our 10% discount.
Unfortunately, we have been forced to delay shipment due to the airline strike in France.
I would like to highlight the new features of our user-friendly software packages.
I would like to stress that we have always settled our invoices by the due date.
I want to underline my opposition to this proposal.
Would you like us to prepare an estimate?
We are willing to bear part of the cost.
We would be willing to participate financially.
If you want a longer term solution, it will take more time.
Unfortunately, Ms. Vinto will not be able to attend the conference because of a change in the vacation schedule at the plant.

REMINDING

// Explained: Getting the right dose

Too many reminders

• can undermine future urgency, as people grow tired of deadlines
• can be very irritating
• can weaken the message
• can seem cheap & uninformative

What can you do?
Write meaningful subject lines that inform:

1. Payment penalty in X Days
2. Reminder: Sale ending
3. Final Reminder before legal action

Keep the reminders at a minimum- one or two, with a final check-in that is truly a final goodbye.

Don’t forget to call us as soon as everything’s up and running again.

Trained Examples
Remember to unplug it before you open the back.
This is a reminder to ask you to confirm your order before the end of the week.
Be advised that advance payment is required before processing your order.
This is to remind you that your subscription expires in 10 days time.
Let me just remind you of the document that needs to be updated.
I’d like to take this opportunity to remind you about the meeting this afternoon.
Our last email dated March 26th has not yet received any response.
I would like to ensure that all the preparation is complete before 30th of June.
I would like to remind you that our deadine is Friday.
I’d like to remind you of the commitments you made.
I would like to remind you that the training will take place in this building.
May I also remind you to bring your study materials.
This is to remind you that I have not received a response from you to my email sent last week.
Please note that the client will be attending this meeting.
I would like to remind you to send me a written quote ASAP.
This is a reminder to ask you to respond to my earlier email request.
We would like to remind you that the deadline was October 30th and as that time has passed we are urging you to deliver them as soon as possible.
I am writing to remind you of the importance of sending us the documents in order to schedule the shipment. We are now faced with a backlog and we are running out of storage space.
This is to remind you that the deadline for the submission of reports is November 25.
Remember to send in the necessary changes before the end of the month.
Please note that the changes to the system are necessary for us to carry out our tasks.
Please take the necessary steps as soon as possible.

URGENCY & WARNING

Really very… very urgent !!! (really…)

// Explained: Some people think that if they just make good use of the CAPITALISATION and exclamation points!!!, the reader will understand the importance of an email.

Not so!

Often the simplest language is the most direct when you need to express an urgent request or a warning.

It is essential that you choose the color as soon as possible.

Trained Examples
We will be forced to seek a legal solution to this matter.
We will stop all payments without further delay.
Stop production immediately.
If the defective parts are not replaced without delay, we will be forced to take legal action.
Unless the shipping date is maintained, we will be forced to cancel our order.
Without a reply within a week, we’ll have to reconsider our partnership.
Not complying with regulations can result in prosecution.
This is a last reminder before your subscription expires.
There won’t be another warning.
Please be informed that all information must be sent within 24 hours.
If you don’t call him soon, there may be severe consequences.
It is essential that you apply before the deadline.
If we don’t have a meeting before the client visits, we will be forced to work overtime.

MAKING COMPLAINTS

We’ve been having difficulty logging on.

Trained Examples
We have to inform you that the service during the dinner was unsatisfactory.
Unfortunately, we haven’t received payment for this invoice. Please could you settle your account without delay
Unfortunately, we have received the wrong supplies and must return them under separate cover.
We were shocked and upset by the standard of your hotel services.
There were many insects.
We’re not satisfied with the service we received.
We’ve been having difficulty with the machines, I spoke with the technicians but nothing has been done and so I’m bringing it to your attention.
I must point out that we have not received the goods for which you have submitted an invoice.
We have difficulty paying this invoice because if we send payment then we could be charged with fraud.
I was really disappointed in the fact that the television, the AC Unit and the faucet were not working.
I have a complaint to make about the quality of your helpline.
I’m contacting you about a problem with my order.
I’ve got a complaint about a recent delivery.
I’m afraid there is a problem with an entire batch of products.
I want to complain about your service.
I’m angry about the way I am being treated by your company.

ANSWERING COMPLAINTS / APOLOGIZING

// Explained: Watch your language. Levels of satisfaction vary and so does language.

Factors will influence the tone and tenor of your message.

• how strongly you object
• how serious the consequences
• how often the problems have occurred
• how quickly you need a resolution

APOLOGIES NOT EXCUSES

Apologies should always be made in person if possible. However, there are times when an email apology is the only way to go.

Apology emails can be an effective way to quickly correct a mistake in an earlier communication.

SPEED: Take early action and send the apology as quickly as possible.
CLARITY: Make it clear you are apologising in the subject line.
OFFER: Offer specific corrective action or compensation.
TONE: Adopt a tone that is consistent with the gravity of the problem.
SIGN-OFF: May be necessary from an executive for any major issues.

An apology is not an excuse. If you apologize, you take responsibility for the mistake.

We are very sorry to have given you reason to complain.

Trained Examples
We have investigated your complaint and discovered that an error was made in our Logistics Department.
We shipped a replacement for the defective part today.
I’m sorry I couldn’t call yesterday.
I’m afraid there’s been a delay.
We must apologize for the delay in shipping your order. This is due to circumstances beyond our control.
We are extremely sorry for any inconvenience this may have caused.
We are extremely sorry for the mix-up at our Shipping Office.
Thank you for having returned the merchandise as soon as you noticed the mistake.
Your complete shipment will be dispatched today. Please accept our apologies once again.
We were under the impression that all the meals were covered in the price quoted.
We were not aware that there were any problems.
There seems to be some misunderstanding.
We need to decrease our expenses.
We will send you the new results as soon as the analysis is completed.
We are very sorry for supplying the incorrect dates.
I’m afraid we gave you the wrong information.
Please accept our heartfelt apologies and assurance that we are trying to fix all the machines as soon as possible.
We are concerned by your recent email and plan to resolve the problem immediately.
On behalf of my company, I would like to sincerely apologize for the inconvenience caused.
I have to admit that the delay was my fault. I apologize and will rectify the situation as quickly as possible
Please accept my apologies for not sending you this information.

ACKNOWLEDGING RECEIPT OF A COMPLAINT LETTER:

Thank you for your letter regarding / concerning / in connection with…

Trained Examples
I refer to your letter of … about / relating to …
We must apologise for …
We sincerely apologise for …
Please accept our apologies for …
I would like to apologise for the error made by our company…

ACCEPTING THE COMPLAINT:

We agree that the usual high standards of our products / services were not met in this instance.

A short explanation of the fault:

The error was caused by … / was due to …

Apparently, the problem was the result of … / resulted from …
The cause of / reason for the mistake was …

ASSURANCE:

We assure you that this will not happen again.

ATTACHING DOCUMENTS & CLOSING

A personal touch

// Explained: How you close your e-mail needs to match what you said in your e-mail.
The closing should continue the “line” of your e-mail. The final words add a personal touch.

Please don’t hesitate to call us if you have any questions.

Trained Examples
A copy of our original order is attached for your convenience.
Here are the yield figures for October.
I’m attaching a copy of the contract for your convenience.
You’ll find hereafter our quotation for the repair work on your roof.
We are attaching the list of parts to be checked against your inventory under ‘LIST.DOC’.
I hope this information will help you.
Once again, we apologize.
Please accept our apologies once again.
We hope that this hasn’t caused you any inconvenience.
I’m looking forward to seeing you there.
We look forward to doing business with you again in the near future.
Regards,
With apologies once again.
Sincerely yours,
I would appreciate an answer by the end of the month.
I am looking forward to hearing back from you as soon as possible.
Call me if you need me, my cell phone number is 0650988313.
I will return on the 27th of August.
Thanks in advance for your response.
Please let me know by Thursday whether you plan to join us or not. It would be a pleasure to have you with us.
I have attached a copy of the itinerary to this email.
I am enclosing a a list of changes that we would would like to implement.
You’ll find hereafter the document you were waiting for.
Best Regards,
I look forward to hearing from you.
Please find attached a presentation that gives you some information about our company.
I am attaching a copy of the report as discussed.
Please contact me if you require any further information.
I am attaching the following technical documentation:

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UNDERSTANDING

INTERRUPTING TO CHECK LANGUAGE

FOLLOW

I didn’t catch that. Could you repeat that, please?

Trained Examples
I don’t quite follow you. What exactly do you mean?
I’m afraid I can’t follow when you speak that fast.
I don’t quite follow you. What does ‘leather’ mean?
I’m afraid I can’t keep up with you.
I’m having trouble following you.
I am afraid that I am not following you.

CATCH

I’m sorry, I didn’t catch that, can you explain (this word) to me?

I’m sorry, I didn’t catch that.

REPETITION

Would you mind repeating that for me?

INTERRUPTIONS

Can I come / break / cut in here?

I’m terribly sorry to interrupt you, but…
Forgive me for interrupting, but…
I don’t want to interrupt, but…
Could I come in at this point?
If I can just stop you for a moment
Before you go any further, may I ask…?
Can I interrupt? I’d like to ask a question.
Could I just ask you a question?
Excuse me , Do you mean that…
Excuse me, but what did you just say?
I’d like to interrupt and ask you to repeat that last idea.
I’m sorry but I have to stop you.
My apologies again.
Please forgive me for interrupting.
Sorry to stop you.

SIMPLIFY

Could you explain that in a simpler way, please?

Trained Examples
You said something and then you lost me.
You are speaking too quickly for me.
Could you slow down, please?
Can you say that again?
Would you mind saying that a little slower, please?
Can you repeat the last point?
I am sorry but we don’t seem to be on the same page here, could you repeat please?
Did you say you were from a small town?
I didn’t catch that. Could you say that again in a different way?
I’m sorry, but my English is not good.
I’m sorry, it’s difficult for me to understand your accent. Please speak clearly and slowly.
Please speak slowly.

CLARIFICATION

I’m confused about one point.

Trained Examples
Could I just come in here to check something?
Can you explain that last point to me again?
Did you say this…, or that…?
One thing is not clear for me.
Was that “fire” or “file”?
I didn’t get that last bit.
You have to help me here.
What was that word you used?
You just used an expression that is new to me. What does…mean?
You are going much too fast for me.
I’m sorry to interrupt you, but please will you speak a little slower.
You know that the Texan accent is very difficult for French people.
Could you please try to speak a bit more clearly?

REFORMULATING

Are you saying that…

Trained Examples
Are you suggesting that…
Are you implying that…
If I understand you correctly…
If I follow you…

INTERRUPTIONS

Can I come / break / cut in here?

Trained Examples
I’m terribly sorry to interrupt you, but…
Forgive me for interrupting, but…
I don’t want to interrupt, but…
Could I come in at this point?

EXPLAIN

I didn’t catch that. Could you repeat that, please?

I don’t quite follow you. What exactly do you mean?
I’m afraid I can’t follow when you speak that fast.

FOCUS

I’m confused about one point.

Could I just come in here to check something?
Can you explain that last point to me again?
Did you say this…, or that…?

CHECKING YOUR UNDERSTANDING

I understand what you’re saying.

Trained Examples
Could you clarify what you mean?
I don’t see what you mean. Could we have some more details, please?
What are you saying, I don’t understand?
Could you repeat that again, more slowly?
What does potluck mean? You are inviting us to dinner, but we are bringing the dinner?
Could you give me an example? I’m not sure I’m completely following you.
Could you please explain this item on the menu for me? I don’t understand what it is.
Could you please slow down just a bit?
Do you mean to say…?
Can I just check I understand this correctly? Did you say…?
Would you mind saying that again?
Could you provide some more detail on that point?
Could you be more specific?
What do you mean, exactly?
I don’t understand what xxxx means. Could you clarify that for me?
Please bear with me. My English is not very good.
Am I understanding correctly that there will be a long delay?
Would you mind saying that again for me?
I’m sorry, my English is not good and I’m totally lost, could you repeat that?
Can I just check I understand? Do I need to wear the badge?
So you are meeting me at reception. Is that right?
I want to check I understand. You will send me an email to confirm, is that it?
Can I read your number back to you?
So, just to check, you want to meet for lunch?
If I understand correctly, you want to explain today’s agenda. Is that it?
So, you will send me directions. Is that right?
Can I just check the amount? I’m not good with numbers.
Can you explain what you mean?
Sorry, what does “etching” mean?
Can you just explain your last idea more simply please?
Are you saying that…
Are you suggesting that…
Are you implying that…
If I understand you correctly…
If I follow you…
I’m afraid I don’t get that.
What are you implying?
I didn’t understand what you said?
Could you repeat that again?
I’m lost.
Just a minute. Let me check to see if I understood you correctly.
What exactly does… mean?
Can you give us an example?

REFORMULATING QUESTIONS

Do you mean that you want to know when we will deliver?

Trained Examples
Are you talking about contents or just the packing?
Are you asking if this happens all the time?
So you want to know about the financing?
Your question is about the cable to the screen? Is that right?
So, if I understand you correctly, you want to know how to log on?
How to save your data? That is your question.
So, you are enquiring about the procedure we use. Is that right?
When you ask about security, you mean our software?
You are asking about reception?
You are worried about the internet connection? Is that it?
You asked me earlier if the problem had occurred before.
You are keen to learn more about reliability?

REVIEWING INSTRUCTIONS

I get your point.

Trained Examples
May I just check a point with you?
Let me see if I get that.
Let me get this straight. You are telling us to go into two groups.
Do you want us to do that now?
I am sorry, but I am not a hundred per cent sure I’ve got that.
I’m having trouble keeping up with you, I’m afraid.
Could you repeat the last part of what you said?
Could you explain that recipe to me again?
Let me reformulate that to make sure I got the details.
Let me reformulate that to make sure that I understood everything.
I’d like to reformulate what you said to confirm the details.
Could you explain that again for me please?
Can I just repeat that back to you?
Just to make sure, I am going to repeat that.
Can I check that information with you?
Just let me read that back to you.
I need to check that information.
Could I please go over that with you?

CORRECTING INFORMATION

I’d just like to clarify that the supplier has agreed with our proposal.

Trained Examples
I’d just like to repeat that.
Let me put this another way.
Let me spell this out.
What I mean is this.
Let me be more specific.
I’d just like to clarify that we will meet at the train station at 7 o’clock on Friday evening.
What I am trying to say is…
What I am saying is that we must get organized now.
It seems that we are not on the same page.
The point I’m trying to get across is this.
We are talking about different things.
I would just like to clarify, so that you understand what we are looking for.
I want to make sure there is no confusion here.
Let me clarify things.
What I am saying is that we must raise more capital.
There is something I need to explain.

ASKING FOR CONFIRMATION

Am I making myself clear?

Trained Examples
Are you all with me on that point?
Do you see what I’m getting at?
Have I made that clear?
Are you following me?
Is that clear for you?
I am having a problem following you, could you clarify what you mean?
Can I clarify anything for you?
Have I made that clear enough for everyone to understand?
Do you understand what I am saying?
I would just like to clarify that you understood what we are looking for.
Is that clear so far?
Do you see what I mean?
Are you with me on that?
Have I answered your question?
Are you sure you understand these instructions?
Do you have any questions about the information I have just shared with you?

UNDERSTANDING NUMBERS

Nine hundred and eighty-seven million six hundred and fifty-four thousand three hundred and twenty-one.

Trained Examples
One hundred and twenty-three million four hundred and fifty-six thousand seven hundred and eight-nine.
Double zero, double three, double four two, three two seven, five nine six four.
My mobile numbers is 0h seven three four, five nine five, seven double six eight.
To ten decimal places Pi is three point one four one five nine two six five three six.
The Berlin wall came down in nineteen eighty-nine.
They were caught speeding at more than ninety miles per hour.
Each barrel weighs over one hundred and eighty kilograms or about four hundred pounds.
That is only nought point seven six of a second.
The company was founded on the fourteenth of April nineteen seventy-two.
Seventy-five percent.
Temperatures can reach twenty-eight degrees celsius OR eighty-two degrees fahrenheit.
He is over six foot four or about one metre and ninety centimeters.
It costs thirty two fifty.
That represents a fraction of eight over thirteen.
Almost one fifth of the workforce works part time.
Two thirds of the staff live locally.
The odds were two to one against him.
The home team lost thirteen fifteen

SUMMARIZING KEY POINTS

In other words, we need to re-assess the situation.

Trained Examples
To put it another way, we need your full support.
To sum up, we have agreed on five main points.
Before we finish, let’s go back over the main areas of discussion.
So what I am saying is that we should act now.
In short, here are the main points we agreed on.
Briefly, I suggest we summarize the main points we’ve covered.
So in brief, here are the main issues we have covered.
Let’s recap the principle points of our talk today.
To sum up, these are the main ingredients.
In brief, here’s a quick summary of our meeting today.
To sum up, it should only take about 30 minutes to prepare.
So basically, what we need to do is…
In a nutshell, we’re going to have a fab time.
Put simply, we are behind schedule and we must move rapidly in order to meet the deadline.
In short, these are the main themes we discussed today.
So, in short, if I understand correctly…
So, basically what I am saying is…
To put it succinctly, we are well advanced in the process.
I would like to share the main points with you.
In my view, the main advantages of training over the phone are the following.
We had a useful exchange of views, the main points of which may be summarized as follows…
If I can just go over the main points made?
To sum up, we can say that…
It all boils down to…
The most compelling point made today is…

---

TEAM RELATIONS

CONTENTS TABLE TEAM RELATIONS

MANAGING A TEAM
TAKING PART IN CONFCALLS
TRAINING

---

MANAGING A TEAM

BRAINSTORMING IDEAS

Would it be a good idea if we offered a bigger incentive?

Trained Examples
Let’s break and hopefully we can come back with some fresh ideas.
Imagine that we were doing everything from scratch.
We need to rethink the way we do business.
Let’s not rule out any ideas, at least not for now.
Who volunteers to write the ideas on the paper board?
What is missing for us to succeed?
How can we do better and exceed expectations?
What comes to mind when talking about investment?
Let’s think outside the box as we develop this concept.
What if we looked at what our competitors are doing?
Let’s talk to the experts or to a consultant.
There are two issues here.
This time, the group will be split into teams for the brainstorming.
The fact is that we have a lot of decisions to make.
How do you think we should develop business in Canada?
Any bright ideas?
I’d like to get some ideas from you, John

GIVING FEEDBACK

From my perspective, it seems we’re missing something important.

Trained Examples
I genuinely feel this to be the best course.
I’m sure we can do better than that.
What about stopping here to exchange some feedback?
Your presentation surprised me in a positive way.
Your remark has raised a very important issue.
It was not at all what I expected but I liked it.
I’d like to ask you to give yourself some feedback first.
What was good and bad about the performance?
Put yourself in my shoes, how would you feel here?
We could organize a focus group to get more feedback.
What are the polls saying about our campaign?
Two thumbs up, not three because I haven’t got a third hand.
You deserve a standing ovation from the team.
We’ve accomplished a lot over the past week.
I propose that you try a different approach
I want to start by saying what I liked about your presentation.
Perhaps next time you could present it to me first. What do you think?
There are some things which we did very well and other things which we could improve.
The results of the recent audit show…

GIVING CONSTRUCTIVE CRITICISM

I really feel that we can do better.

Trained Examples
Not paying attention to detail can ulitmatelty lead to serious problems later.
Now, let’s take a critical look at each of the ideas on the list.
It’s not so bad considering how little time you had.
I confess I didn’t get the message you were trying to get across.
I’m a little disappointed with the progress of our project.
What would you do differently if you could do it again?
If you don’t mind me saying, your suggestion doesn’t sound feasible.
Maybe we didn’t ask the right questions about the market.
I think you missed the point of the assignment.
You made a mistake, but at least it was a new one.
I wanted to have a quiet word with you.
It is clear that you need to do something.
My key point is you must respect the rules and regulations.
You could get fired for that.
The fact is that we don’t have much choice and I know that we must work hard but I think you could make it easier for us by doing…
Unfortunately, that was not exactly the right answer to the question.
That’s not the point. Can’t you see what I’m trying to say?

MOTIVATING COLLEAGUES

Go on, keep talking, I really like what I’m hearing.

Trained Examples
Don’t give up quite yet; something tells me your day will come.
Think of the quote ? good things come to those who work hard. ?
Try again, you never know what’ll happen.
You’ll see, your luck will turn around in no time.
I’m sure you can manage this situation successfully.
You have all the pieces of the puzzle. Now all you have to do is to put them together.
If you put your mind to it, you can do nearly anything.
Don’t worry, we will cross that bridge when we come to it.
If at first you don’t succeed, try, try and try again.

GIVING PRAISE

You are truly special. You are one in a million.

Trained Examples
If we could put your energy in a bottle and sell it, we would be rich.
Please tell us, what is your secret formula?
Bravo, this is the best idea you have had all week.
You did it, you proved to us that you can innovate.
That’s how to handle conflict in a constructive way. Thanks.
Well done, I could not have done better myself.
Your work stands out and therefore should be on a stand.
I think you are more than ready for a promotion.
You did a great job landing this very important customer!
I have noticed that you have been more innovative in getting new customers.
Your work really seems to have improved since we had our last discussion.
You have so much potential. I have observed how you stay focused when required.

SETTING PRIORITIES

You are right: everything is important. But we have to prioritize.

Trained Examples
What should be the first and the second items on our list of priorities?
Let’s keep the target in mind and focus on that.
What do we need to add to our task list?
How could we visualize the priorities more efficiently?
Are we ready to move on to the next point in the list?
Why don’t we spend half a day on points of minor importance for a change?
Last but not least, we will be going over the action plan.
Unfortunately, I cannot be in two places at the same time.
First things first. What’s on today’s agenda?
You must do something about it.
My key point is that we should re-run the trial.
As far as I can see, it involves all of us and that means working as a well oiled machine
I’ll put it on the backburner.

DETERMINING OBJECTIVES

OK. Let me now turn to our objectives today in more detail.

Trained Examples
One thing at a time. Rome wasn’t built in a day.
We are an objective-oriented organisation.
Our mission is still the same: we are here to serve people.
Staying competitive is our number one goal.
We believe in redefining objectives every year.
Where would we like to be two years from now?
We have to be realistic about our objectives.
Keep in mind the regulations we have to comply with.
Maybe we could kill two birds with one stone.
We are in the same boat, so let’s paddle in the same direction.
This could be a departmental effort, don’t you think?
If your objective is unrealistic or the goals we set too ambitious, you should say so.
What it comes down to is making the right choices now.
My objectives are to… What I am aiming to accomplish is…

SCHEDULING

It seems to me that we have two options.

If you were to ask me, I’d say that time was short.
We are asking for an extension on the date limit.
We underestimated the amount of work we would have to do.
It feels like we are always running after deadlines.
Who is ready to work overtime on this project?
Being ahead of schedule doesn’t happen everyday but it does happen sometimes.
We will need time to put the temporary worker in the picture.
It seems like our schedule is not realistic.
How about optimizing our time by doing tasks simultaneously?
You might want to reconsider your request for vacation time.
We have flexitime here, so you can decide on your own schedule.
We are behind schedule on this.
What do you think about the schedule?
One can say that the situation is complex because the deadlines are not really achievable.
My key point is that we should make an early start.
Do you really think that we can do that in such a short time?
We will need to put a temporary worker in the picture as we need all hands on deck and no one can take vacation at this time.

RESOLVING ISSUES

As I see it, there are two issues here.

Trained Examples
It would seem to me that we have an issue here.
One problem often leads to another. There is an ongoing domino effect.
I don’t understand what the fuss is all about.
Let me guess, this is a problem of communication.
What would you do if you were in my shoes?
Jumping to hasty conclusions won’t get us very far.
Never make assumptions about what other people want. It’s better to ask.
We could bring a third party to the negotiations.
Stop being such a tough cookie and just agree with me

---

TAKING PART IN CONFCALLS

GIVING OPINIONS

GIVING OPINIONS

[Less than 100%]

As far as I can see, it involves all of us.

As I see it, there are two issues here.
From what I know, this is the best way forward.

[Sincerity]

I genuinely feel this to be the best course.

Trained Examples
I really feel that we can do better.
I believe that it can be safely said that this is our competitive edge.
I can imagine that our partners would want to have their say.
I might be wrong but my feeling is that this is the right approach.

[Doubt]

I’m convinced that we can do this.

Trained Examples
I’m not convinced that this is the best course of action.
I’m of mixed opinion on this point.
I’m of the mind to continue, regardless.
I’m sure we can do better than that.
If I’m not mistaken, we did that last year without success.
If you ask me, I wouldn’t bother.
If you were to ask me for my thoughts, I’d say we should go ahead.
In my experience, there are several possible explanations.
For my part, it’s yes.
In my opinion, we must forge ahead.
It seems to me that we have two options.
It would seem to me that we have an issue here.
It’s my considered opinion that we should take a bigger stake in this project.
It’s my experience that the quicker we take a decision the better.
My personal view is that the economic outlook is better than you think.
My view on that is simple.
Personally, I think that we can afford to invest in this.
That’s why I think we should proceed without further delay.
The way I see things, we need more investment.
There are two issues here.
I haven’t considered that.
The way I see it, my company is on the cutting edge of the industry.
I think that the government should help parents pay for day care.
For me, this is the best solution for all.
You really might want to think twice about this before making any decision.
There is no doubt that New York is…
I am sure that you will like this.
I think that the best thing to do is…
I feel strongly that it is too easy to buy a gun in the United States.
My point is that you must make the best decision for the future of the organization.
In my opinion, the results are highly significant and deserve a closer level of scrutiny.
In my opinion, we must reach our deadline by December.
From my point of view, we need to reduce our stock.
In my opinion, we can cut down on travel expenses.
As I see it, there are two issues here, the first and most important is…the second point is…

CAN’T/CANNOT, COULD NOT

I couldn’t believe what I was hearing.

BE HARD TO

It’s hard to believe that this campaign has been going on for ten years.

GIVE SB TO

The boss gave me to believe that we would all get a pay rise.

HAVE REASON TO

We have reason to believe that the escaped prisoner may be hiding in this house.

BE INCLINED TO

I’m inclined to believe you.

LEAD SB TO

The advertisement led us to believe that all prices had been cut.

OUTLINING FACTS

As far as I understand, this is a radical departure from the past.

Trained Examples
It is obvious that we have a very real opportunity.
My key point is that we should move before our main competitors…
The fact is that we don’t have much choice.
This proves that we are on the right track.
What it comes down to is that we need to recruit.
It is clear that action is necessary.
It’s clear we need to avoid this in the next study.
We have no choice other than to proceed in this way.
It is clear that we need to do something special.
My key point is we mustn’t forget the budget.
It’s clear that something needs to be done pretty soon.
One could say that you have a serious problem.
Recruiters will certainly look at your age and experience
The fact is that good jobs are hard to find.
It is certain that the Harry Potter books are not only for children.
It is very apparent from the beginning that Harry Potter is very special.
It’s an easy way to lose a lot of money.
Firstly, let me outline the bad points.
It’s clear we need to avoid last-minute problems.
The fact is that we have a lot of decisions to make.
It is vital to be safety conscious.
It’s crucial that we extend the deadline.
We’re moving in the right direction.
The fact is that we don’t have much choice and I know that we must work hard but I think you could make it easier for us by doing…
One can say that the situation is complex because the deadlines are not really achievable.
The fact is that we don’t have enough data from the trial.
The fact is that we have to do this report 4 times a year.
This is a report which is given to the top managers on a monthly basis.
The trial will last 6 months.
The expense is dealt with differently depending on certain factors.
It is certain that the children will want to spend time swimming.
My key point is that we should be more organized.
It is certain we’ll need to meet every week.
Our fire drill times keep improving. This proves that we are on the right track.
The fact is we haven’t had any accidents in several years.
What it comes down to is making the right choices now.
My key point is that we need to resolve this quickly.
There is no doubt that competition in the premier league is fierce.
This proves that spicy muffins aren’t popular
Let me outline the process in detail.
I want to point out when the drug stopped working.
It is obvious that we have a very real opportunity to make further progress.
In my view, the most important facts are as follows ----------------
Without doubt, we are on target regarding milestones.
It is obvious that it will be an exciting tournament.
This is the situation at the moment

ASKING FOR OPINIONS

Are you positive of that?

Trained Examples
Could you give me your thoughts on that?
Do you really think that we can do that?
Do you have any thoughts about it?
How do you see that playing out in the interim?
In your opinion, where should we start?
What do you think?
What’s your point of view?
What do you think about that?
What’s your view on this proposal?
Why do you think that?
What do you think about this clinical trial?
Do you mean to say that the idea is ridiculous?
You’re not lying? That’s honestly what you think?
So…what do you think?
How do you feel about women taking part in dangerous sporting events?
I would love to know your thoughts on this subject.
Would you say women are still marginalised in sporting competitions or events?
It would be interesting to hear your point of view.
I wonder if you share the same view as me about this topic.
How do you feel about extending the deadline?
Could you give me your thoughts on the religious and political situation in Hungary?
What do you think I should do about this problem with the hospital?
Do you think it’s a good idea?
What do you think of the American diet?
Do you really think the Americans are happy with their government?
What do you think the long term consequences will be?
What are your views on that?
What do you think about the fact that we have not been given sufficient funds to work on this project?
That’s a good point that you’ve made.
Do you really think that we can do all that in two weeks?

AGREEING AND DISAGREEING

Exactly!

Trained Examples
I absolutely agree.
I agree entirely.
I completely agree with you on that.
I couldn’t agree with you more.
I have to agree with Jim. Exactly!
I totally agree with you.
I’m in entire agreement.
I’m of the same opinion.
I’m sure you’re right.
I’m really glad that you brought that up.
My sentiments exactly.
That’s exactly the way I feel about it.
That’s the way I feel.
You’re so right.
You’ve hit the nail on the head.
I just don’t see how I can agree with that.
I just cannot agree with that.
I feel I’ve got to disagree with that.
What I object to is the timetable.
I do agree.
I think we need to look at this from a different angle.
I think that’s only partly true but we should also consider.
Under certain circumstances I might agree with that but …
I’m not sure what you’re getting at.
That’s not necessarily true but I’d prefer that you consider other alternatives.
Now, Lulu, it’s not as simple as it seems.
I think that’s true.
I think we can agree to disagree.
I completely disagree with your opinion.
I am in complete agreement.
I couldn’t agree more.
As far as I am concerned, I have a different point of view.
I don’t see eye to eye with you on this opinion.
I think that you are absolutely right.
Spot on.
I totally agree and see your point of view.
I’m sure that you are right.
You have a valid point.
That’s exactly the way I see it.
I couldn’t agree more.
I’m sorry, but I don’t entirely agree with you.
I don’t see it quite that way.
I don’t see eye to eye with you on that point.
I disagree with you entirely.
I can’t take that position.
I’m afraid I simply don’t agree!
I share your point of view.
Exactly! You are absolutely right!
You and I think alike.
I get your point, but I don’t think we have to always follow traditions.
I have to agree again. My thoughts exactly!
I agree, that is true.
I don’t see it in quite the same way as you, we must beg to differ.
No. I disagree 100%.
Unfortunately, I have to disagree with you on that point

AGREEING

‘I’m in full agreement.’

Trained Examples
’Andrew is absolutely right.’
‘I would go along with that.’
‘I share your view on this.’
'Andrew has made a very good point.'
I agree with you.
I share your opinion.
I think you’re right when you say that …
I agree with you.
I’m in full (complete) agreement
You’re absolutely right
I would go along with that
You’ve made a very good point
I tend to agree with you here

Adverbs to add strength:

really · absolutely · totally · strongly

DISAGREEING

STRONG DISAGREEMENT:

I don’t agree with you that we should finance this deal.

I can’t accept that argument.
‘I can’t go along with…’
‘Well, obviously we don’t see eye to eye here.’

PARTIAL DISAGREEMENT:

That’s true, but did you consider the new budget plans?

I agree with you in principle, but this quarter we need to boost our sales.
I agree with you up to a point.

POLITE DISAGREEMENT:

I’m not sure I agree with you.

I’m not sure that I can agree with you on that point.
I’m afraid I don’t agree.
‘I’m afraid I don’t quite/can’t agree with you on this.’
‘I’m afraid I have to disagree with you here.’

TAGS
To agree with a positive statement:

I’m tired. So am I.

I can see you. So can I.
I should go. So should I.
I like beer. I like beer too. / I do too. / So do I.

TO AGREE WITH A NEGATIVE STATEMENT:

I don’t like beer. I don’t like beer, either. / I don’t either. / Neither do I. / Nor do I

DISAGREEING PARTIALLY

I can only agree to that up to a point.

Trained Examples
I can’t entirely agree with what you’re saying.
I’m not sure I can agree with that completely.
That is not necessarily true.
That seems obvious, but you are forgetting one thing.
Under certain circumstances, that’s not the case.
Up to a point I agree with you.
I’m not sure I can completely agree with that.
I am not certain I can agree with that.
I don’t see it in the same way.
I don’t share that point of view.
I’m afraid that I must question some of the information you have given me.
I don’t see eye to eye with you on this point.
Under certain circumstances, I could agree with you.

ADVISING AND SUGGESTING

How about the next time?

Trained Examples
I propose that we resume after a break.
I suggest that we come back to this point later.
I recommend a short pause.
I think it might be better to discuss this at the end.
If I were you, I would talk to him directly about this.
We should move on.
What if we make time for this at the next meeting?
Why don’t you waive the commission?
Wouldn’t it be better to give them a deadline?
I would really recommend a change in our way of working.
I suggest that we change this method of working.
I’d like to recommend a new strategy.
I have an important suggestion to make this morning.
If I were you, I’d think about it more carefully.
How about you try to take up a sport?
Why don’t you think about trying a new sport? I can recommend mountain biking and swimming.
I think you would really like watching film.
I suggest watching this film if you like comedies.
I suggest that you visit the castle in Versailles and walk around the beautiful gardens.
How about organizing the timetable differently?
I suggest that you speak with another manager about that.
I propose that you send an email to Tony.
I recommend a better control.
I think it might be better to ask for a trainer.
What about organizing work differently?
I recommend continuing the project I am currently working on.
I suggest studying the ABC molecule.
If I were you, I would hire a boat.
I would advise you to visit in June.
How about going abroad for a quiet wedding?
There are some important points you need to consider.
I think that it would be a good idea to visit one of the countries in Africa.
You may want to think about investing money in good shoes.
I recommend going to try a system in a showroom first.
How about the size of the room you will be using, is it a large room?
I recommend that you review the company regulations on health and safety.
How about including an instructional video?
Wouldn’t it be fun to go riding in the countryside?
Why don’t you put on the air-conditioning?
I suggest you do some research into other companies in your field.
My advice to you is to think carefully before starting the project.
There is an alternative solution.
I would say the best thing to do is…
It would be a good idea to harmonize this process.
I would advise researching specific companies.
I highly recommend that you shop around for a new job.
I recommend you should try and go for a minimum of three weeks.
You could try doing it this way.

CLARIFYING

CLARIFYING

// Explained: When you want to be clear

Perhaps I didn’t explain very well. The launch is delayed.

Trained Examples
Let me put that another way: we can’t launch next month.
In other words, we are postponing the launch.
What I am saying is that it will be difficult to launch next month.
To be more specific, the launch is off.

We can be sure of one thing, and that’s…

Trained Examples
Allow me to reiterate/repeat…
It would be fair to assume…
Let’s be clear about this…
Could I just state again…
‘What I’m trying to say is…’
‘So in other words…’
‘Let me rephrase this.’

Clarifying:
‘Am I right in assuming that…’
‘Are you saying that…’
‘Correct me if I’m wrong, but…’

Let me explain that…
Let me explain that in more detail…
Let me put it in another way…
Sorry let me explain…
In other words…
To say this differently…
To put it differently…

REQUESTING INFORMATION

Would you confirm that in writing, please?

Trained Examples
I wondered if you could bring the documents for the next meeting?
I’d appreciate it if you could confirm that.
I’d like you to send that information.
If possible, would you forward the information to me?
Please, can you send it to me?
Would you mind sending it to me?
Could you run that by me one more time?
I missed that. Could you say it again, please?
Can you tell me about yourself?
Could you please summarize your work history?
What do you love about where you live?
Do you think you could get that to me by email?
If it’s no problem, could you send me a brochure?
I wondered if you could tell me more about your country.
If it’s no problem, could you confirm turn over for last week?
Did you encounter any technical problems ?
I missed that. Could you say what the film was called again?
Can you just validate that for me please?
When do you think you’re free in the coming month?
I need a detailed explanation of the new features because we had a few issues with the last version.
If possible, would you forward the information to me as I need it to make a final decision?
I missed that. Could you say the song’s name again, please?
How do we get from the airport to your house?
Can you tell me more about places to visit in Rome?
Is this a good time for a quick chat?
Can you please send the report to me before Friday?

VERIFYING

Are you sure about this?

Trained Examples
Am I right?
Are you sure that there is no alternative?
Could you verify that?
Do you mean that?
Are you saying that you support fair trade initiatives?
Are you sure this isn’t a mistake?
As far as I understand, you think a questionnaire would be useful?
Am I right in saying that we’ll need to travel on Sunday to get there on time?
Are you implying that we have no alternative to this proposal?
Are you saying that you won’t be able to meet the deadline?
Let me verify the correct spelling of your name.
Let me verify the following information, you’re checking in on the 22nd and checking out on the 25th.
Do you mean that we won’t be allowed to sell these shares for five years?
Is it true that we won’t be filling any open positions until January?
You said you were able to prove that the order request was authorized, is that right?
So, it’s true that he’s leaving the company, isn’t it?
You did say next week, didn’t you? (‘did’ is stressed)
Am I understanding correctly that there will be a long delay?
Can you run those new hours by me again?
Could you let me have some more details, please?
If I’m right, what you just said was …?

ASKING FOR CONTRIBUTIONS

Terry, can we get your input?

Trained Examples
What about Matthew’s suggestion?
Anything you’d like to add to that?
Are there any more comments?
Can I ask what you think?
Has anyone else got anything to contribute?
Have you an opinion on that, Tiger?
We haven’t heard from you yet, Michael.
What do you think about this proposal?
Where do you stand on that idea?
Would you like to add anything, Fritz?
What do you think about that idea?
Feel free to jump in with your thoughts.
Any bright ideas?
I have some requests to make of each one of you.
Can I ask you all to help out with this project?
So is everyone happy with the travel plans and the schedule?
John, maybe you can tell us your feelings on the matter?
Sarah, your contribution would clarify this. What do you feel about the issue?
Keith , can you come in here and clarify this sticking point?
I would like everyone to pool their ideas. Richard, what are your thoughts at this point?
Let’s kick off with an expert opinion - Carol, what are your views on this?

CORRECTING INFORMATION

Actually, what I said was precisely the opposite.

Trained Examples
I made a slight error when I spoke earlier.
It should have been 80%, not 50%.
I’d like to correct what I’ve just said.
I’m afraid you haven’t understood what I said.
I’m afraid you’ve got that wrong.
I’m afraid you may not have understood what I’m saying.
Sorry, I gave you the wrong information earlier.
That’s not quite what I had in mind.
That’s not what I meant.
I think there’s been a misunderstanding.
You seem to have me confused with someone else.
Sorry, I think you may have the wrong resume.
I don’t think that’s quite correct.
You are mistaken on that point.
I’d like to correct some of the information you sent me.
I’m afraid some of the information you gave me is incorrect.
Are you sure you have the right information?
Perhaps you are mistaken.
I’m afraid you may be mistaken.
I don’t think that’s quite right.
I think that that is really a misunderstanding that we have spent years to correct.
I think you have made a mistake.
I’m afraid you haven’t understood what I said and in that case I will take the time to reiterate/emphasize that…
I made a slight error when I spoke earlier and I must apologize for any ambiguity…let me try to clarify by…
Sorry, I gave you the wrong information earlier. Try this instead.
It should have been 6 digits and not 5.
I am afraid that you may not have understood what was required.
The information that you have is far from the truth

INTERRUPTING

If I can just make a point here … (add)

Trained Examples
I don’t want to interrupt you, but … (contradict)
Excuse me, could I just break in a moment here? (contradict)
If no one objects, I’d like to say a word about … (add)
Sorry, to butt in, but … (contradict)
Hang on. (contradict)
I wonder if I might comment upon your last argument? (add)

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TRAINING

WELCOMING

I’d like to extend a warm welcome to you all.

Trained Examples
In the course of the training I will be introducing you to some new software.
I think we are now ready to begin.
In the brochure you will find a lot of information.
You can access the data base where everything is catalogued.
Welcome everybody. I understand that we are still waiting for some of your colleagues.
I would like to describe the objective of this training.
I am here to help you to meet the compliance standards.
Let’s review the agenda for today.
I suggest we start by setting some ground rules.
We need to work together to stay on schedule.
Should you need to slip out for any reason, just let me know.
In case you are called away from the training for any extended period of time, you’ll need to catch up.
You can pick up the handout at the end of the session.
First of all, let’s do a little housekeeping. We have planned breaks and lunch in the canteen here.
You’ll find the schedule for the day in the folder in front of you.
Please take a seat, wherever you like.
I’m going to start by introducing myself.
We had better get started if we are to stay on schedule.
It will be a hands-on training with plenty of learning-by-doing.
Let’s go round the table introducing ourselves.
We can go over that point during the break.
We have break-out rooms down the corridor.
Is everyone here? Who is missing?
The program is divided into three modules over three consecutive days.
We aim to have you out of here by five thirty at the latest, to give you time to make your taxi.
Feel free to ask questions. Just raise your hand.
For those of you who don’t know me, let me introduce myself.
Our department acts as a functional support for sales and marketing.
Within each division there are three separate levels.
The Marketing department works closely with R&D.
Once Sales transfers the dossier, our office is in charge of follow-up.
Our deputy director is the operational lead for all three offices.
I will go over my explanation again, if you have any questions.
Essentially my role is to give guidance, where needed, and to be there for you if you need help.
I’ll be pleased to answer your questions.
Does anyone have any questions at this point?
Let’s get started by looking at the objective of our program.
I’d like to welcome you all to the training today.
Allow me to introduce myself. My name is…
I’ve worked at this company six years as a Research and Development Engineer.
Our objective today is to discuss the maintenance of our equipment

OUTLINING RESPONSIBILITIES

He works in an advisory capacity.

Trained Examples
We will be working together on the methodology.
You will be involved in this.
Your role will be to supervise this aspect of the project.
This is something that you should get involved in.
This is one of the most important aspects of your role.
Your job consists in interfacing directly with the supplier.
You check compliance and validate procedures.
We are a small team. There are only five of us.
You are responsible for dealing with customerisation.
You are one of four people looking after this.
You will be in charge of anything concerned with quality.
All accident reports will pass through your hands.
You have various responsibilities and duties.
First and foremost you need to familiarise yourself with the safety regulations.
As a department we look at historical data and calculate potential future risk.
We study and modelise worst case scenarios.
We investigate best and worst case scenarios.
First you will need to look through the documentation.
One of your main tasks will be cost control.
Make sure you focus on the key tasks.
Lastly, you need to verify supplier codes.
Be careful not to confuse the codes.
The person in charge reports directly to you.
The account manager is the person closest to the client.
It is not always clear who is in charge of what.
We need to communicate more effectively within our department.
The recent restructuring of the department has clarified lines of reporting.
Turf wars are quite common, as each department attempts to defend their position.
Relations can get a bit strained at times, particularly when there are budgetary constraints.
There are overlapping responsibilities between our departments.
All regional offices report to Head office.
You are responsible for dealing with customization.
In fact, we have an enormous workload.
The fact is that we have to do this report 4 times a year.
Since this is your first day I would like to take you through the process…the first thing is…then we have…
We will go through our techniques today.
I’ll give a step by step explanation of our way of working.
Pierre, your role will be to…

EXPLAINING PROCEDURES, POLICY AND PROCESS

We evaluate procedures and make recommendations to improve them.

Trained Examples
The information is instantly and automatically transmitted to the monitor.
It is important to strike the right balance between theory and practice.
It is our policy to begin with an induction period.
It is better to invert the two steps.
It is important to back up the data and in a secure way.
You must be able to estimate the time necessary to do this.
This approach enables us to accurately measure seasonal variations.
The raw materials are transported directly to the production area.
The duration depends on initial configuration settings.
Not complying with regulations can result in prosecution.
It is very important to get staff commitment to quality procedures.
The whole process is critical.
Everyone is involved in reaching business objectives.
I want to explain this policy to you.
We want to encourage and reward people who behave safely.
This is only the tip of the iceberg.
Complaints have reached unacceptable levels.
One problem often leads to another. There is an ongoing domino effect.
One thing leads to another.
We write the input data and check that the data produces the correct results.
The data should match the information already entered.
You should always make a habit of checking the instruction manual.
The system will immediately detect any anomalies.
Big companies like us have the financial means to set up safeguards.
Agents working in the field can offer their hands-on experience to shape policy decisions.
The Monday morning meeting serves as an opportunity to review progress and air concerns.
Whenever problems arise they are discussed openly in the team.
Roles and responsibilities are attributed according to geographical zones.
All three departments are involved in defining priorities.
We make sure that payments are recorded accurately and reported directly to the CFO.
We help other departments to implement procedures required for certification.
Competition can be fierce even within the company.
We need to ensure that we follow the timeline.
My key point is that we should follow the company rules.
OK. Let me now turn to our methodology.
The samples have to be accurately measured before the analysis

GIVING INSTRUCTIONS

If you have any difficulties, you can reach me on my mobile.

Trained Examples
We will start here in the plenary session and then break out into sub-groups.
I will give you any pointers you need.
It is a good idea to plan very carefully before starting.
I would suggest that you take care to review your work before moving on.
At no time should you risk your well-being.
There are four main tasks to accomplish.
The first stage of the process is to acquire a template to work with.
The second phase involves setting key technical parameters.
The next step requires careful planning.
You’ll find more information about this on the intranet.
To help you we have included a help desk icon.
There are a number of issues you need to address at the beginning.
It requires very high temperatures to become molten.
Remember to review the procedure before continuing.
Pay particular attention to the temperature gauge.
When you’ve finished you clean the equipment.
This is the last step in the process.
And this step ends the process.
We will start with a presentation, to welcome newcomers.
We end with a final validation of the data.
The final report is published on the forum.
We end the project with training.
First, you must define the scope of the project.
Once you have gotten the information, you can then plan accordingly.
Inattention to detail can ultimately lead to serious problems later.
Not paying attention to detail can ulitmatelty lead to serious problems later.
We do our best to provide you with the most up-to-date information so that you can make an informed decision…
The next step is to write a summary of the arguments.
Beforehand you need to make a shortlist of points you would like to discuss.
Afterwards, you can conduct a survey in order to be able to select the most relevant feedback.
At the outset you need to contact all the stakeholders.
Once the experiment has been set up, you can move on to the next step of the process.
Following the design phase, we can begin the experimentation phase.
In the first instance, we organise registration of new candidates.
In the final analysis, it is the best candidate who is chosen.
Make a list of questions that you wish to ask me later.
Furthermore we recommend a second back-up disk as a safety precaution.
There are additional questions that we need to answer.
Moreover this software offers you a number of exclusive planning features.
Lastly, it is the only product of its kind on the market today.
Overall it beats the competition because it is so user-friendly.
As you come out of the train station, turn directly to your right and cross the road by the tramway.
We make out an incident report that can be consulted on-line.
You must be able to estimate the necessary time to do this.
When you cast the line, flick your wrist like this…
Mix the eggs with the flour.
First, you need to assemble these ingredients…
Start by preheating the oven to 180 degrees.
Next, you have to beat the eggs.
After you put the meat in the oven, you need to prepare the vegetables.
Are you sure you understand these instructions?

DEALING WITH PROBLEMS

What you could do is to check the figures regularly.

Trained Examples
You may find it easier under html.
I’m not sure if we are on the same wavelength here.
Could you focus on the matter at hand?
If you have any difficulties, I will explain the rules again.
Let me clarify the purpose of this application.
I’d like to go over that again in finer detail.

CLARIFYING

Could you speak more slowly? I’m having trouble following you.

Trained Examples
I will go over my explanation again if there’s anything you need to clear up.
Are you following me?
Is my explanation clear?
I’ll have to explain this to you in another session.
Do you get my drift?
Do you understand what I mean?
Could you please repeat yourself?
Do you know what this figure represents?
Do you expect any difficulties to crop up?
Are you clear about what I mean by that?
Is my explanation clear enough for you?
When you say that, do you mean it?
Are you suggesting that we could do this differently?
What procedure do you follow when you have an error message?
May I try to sum up what I think we have agreed on?
Have I made that clear enough for everyone to understand?
Do you expect any difficulties with buying the ingredients?
May I try to sum up what I have explained so far?
Could you just give me your question again?

GIVING AND RECEIVING FEEDBACK

What’s your perspective?

Trained Examples
Let me check if I understand.
How much time do we have to complete this task?
So if I understand right, we need to do the task before the coffee break.
So you’re asking us to cover all the points?

---

VISITOR RELATIONS

CONTENTS TABLE VISITOR RELATIONS

WELCOMING
ORGANISING VISITS
CROSS-CULTURAL RELATIONS
EATING OUT
DISCUSSING

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WELCOMING

ARRANGING THE VISIT

When would be convenient for you?

Trained Examples
You will need to change trains after two stops.
You can catch either a train or a shuttle bus downtown.
We can arrange to have someone come to pick you up, if you wish.
There are roadworks at the moment, so expect some delays.
You’ll need to indicate which station you want to get off at.
The ticket office is closed after 10 pm, so make sure you get a return.
We would like to invite you to visit the factory.
We thought it would be a good idea if you visited us here and met the team.
Let’s look in our diaries and find a suitable date.
Let’s pencil that date in our diaries and we’ll confirm next week.
We have several dates in mind.
Which would be best for you?
The best for us would be the week of the thirteenth of January. Would that suit you?
I will arrange for you to be picked up at the airport.
Can you stay overnight?
I will book an hotel close to the office or would you prefer one in the centre of town?
I’ll organise a dinner with the team so that you can get to know them better.
You then turn left and go straight on until you reach the highway.
I thought it would be a good idea if you invited other members of the training team.
I will arrive at about 11 o’clock.
The morning suits me better than the afternoon.
Are you free on Wednesday 8th of January?
Could you please send me a map or directions explaining how to get to your office?
I should be there just before 11 o’clock.
I’ll just check my diary.
The morning would be better for me than the afternoon.
Let me check my diary.
Primarily, we are a manufacturing company, providing a range of paints for aircraft.
Our client base is all over the world.

MEETING AT THE AIRPORT

How was your flight?

Trained Examples
How was the trip?
Welcome. It’s good to see you.
The taxi rank is just outside the terminal.
Mr Jones. Hello, I’m John Smith. Good to finally meet you.
Stephen, good to see you again.
Roger. Hi. You’re looking well.
Did you have a good flight?
My car is in the car park
Is this your first trip to this part of the world?
Have you visited the UK before?
Is this your first visit to France?
Would you like to check into your hotel first?
Would you prefer to freshen up at the hotel before visiting the office?
It won’t take long. We are close to the airport.
The hotel is just down the road from the office.
Good to meet you. I trust you had a good trip.
I’m sorry but we were caught up in traffic.
I’m looking forward to showing you around.
I’m delighted to meet you at last

MEETING AT RECEPTION

On behalf of the company, I’m very glad to welcome you here today.

Trained Examples
Let me take your coat.
How was your journey?
Would you like to follow me, please?
Do you have any proof of identity on you?
It is usual policy to sign in at reception.
It is necessary to have a visitor’s badge.
Hello, you must be Richard. It’s a pleasure to meet you.
It’s good to be able to put a face to the name.
Welcome to Ecsplicite.
Hello Sandra, it’s good to see you. You’re looking well.
Let’s go to my office first. Would you like to follow me?
Do have a seat.
Can I offer you something to drink: a coffee, tea, or a mineral water?
I’m sure you are ready for a coffee or tea after your journey?
Would you like a coffee or tea before we start?
You’ve brought some good weather with you.
How was the weather in London when you left?
How’s your wife? And the children?
It’s a pleasure to finally get to meet you.
Hello. Welcome to Electric Specials. How are you today?
May I take your coat?
I don’t believe we’ve met. I’m Therese, the new colleague.
Let me introduce myself. My name is Pierre. I am in charge of quality control.
It is great to be able to put a face to the name as we only communicated by email and phone.
Welcome to Provence. How was your trip?
The restrooms are downstairs.
The gentlemen’s lavatory is the first door on the right.
Welcome to the offices of CNRS , my name is …

MAKING SMALL TALK

TRIP

Where are you staying?

Trained Examples
How was your weekend?
Are you from the north of England?
Are you staying for a long time in France?
It is usually quite cold at this time of year.
Did you have to leave very early this morning to get here?
I hope your journey went smoothly, no delays.
Did you get a taxi from the airport?
Did you have any problems finding the office?
Where do you live in England?
Where are you from originally?
How is your hotel?

REASON FOR TRIP

Will you be in [city name] long?

I’ll be here for another two weeks. I just got in yesterday and I leave in two weeks.

Trained Examples
How long will you be in [city name/country name]?
What brings you to Italy? I’m here for a conference/business meeting/to see…
What brings you to Milan?
Why are you here? (a little bit impolite)

FAMILY

Are you married? Do you have any children?

I have two children.

Trained Examples
How are your kids?
Do you have any pets?
What do you like to do in your free time?
Do you have a family?
I’ve got 2 sons, both grown up now.
How old is he?
How old are they?

FIRST VISIT?

This isn’t your first visit to this part of the world, is it?

Trained Examples
Have you been to France before or is this your first time?
How long have you been working here?
So, is this your first trip to Portugal?

WEATHER

We’ve had a spot of bad weather over the last few days, but today you’re lucky.

Trained Examples
I had a good weekend, it rained however.
I had a good weekend despite the rain.
How’s the weather in [city/country name]?
Is it very hot/cold in [city] this time of year?
How’s the weather in [city] this time of year?
Does it rain a lot this time of year?
Yes, we are in monsoon season!
It’s been quite foggy here lately.

EXPLAINING THE DAYS AGENDA

“Let me go through the details of the agenda with you.”

Trained Examples
Let me tell you what we’ve planned for your visit today.
We have a full day organised for you.
This morning we’ll start by a visit of the plant.
I’ve booked the meeting room so that you can meet everyone.
At 12h30 we’ll go for lunch.
I’ve booked a typical local restaurant in town.
I thought we’d have lunch here. We have a restaurant for entertaining visitors.
For lunch I’ve ordered some sandwiches. It will save time.
I thought we’d have lunch in the canteen with my team.
After lunch I’ve booked the meeting room so that you can talk with the sales people.
This afternoon I thought you might be interested in seeing around the area.
If you are in agreement I thought I would show you around the town this afternoon.
We should be finished by 5 and then I’ll drop you back to your hotel.
This evening I’ve booked a restaurant for dinner and all the people you will meet will be there.
After the visit I’ve arranged for you to meet all the people you are going to deal with.
I’ve booked a typical local restaurant in town. It is in a great location and the ambience is really great.
The very first thing that we will do is visit the lab.
Let’s take a 60 minute break for lunch at 12PM.

TOURING THE BUILDING

I suggest we start by visiting the workshop, so if you’d like to follow me.

Trained Examples
Walk along the river and then over the bridge.
I’m sorry, but you will have to leave your briefcase here.
I’m afraid that you must always wear a metal helmet in this part of the building.
Let’s start with a tour around the factory and I can introduce you to everybody as we go.
First we have the storage of raw materials and parts ready to be moved to the production line as required.
Then through here is the assembly line.
Once the product comes off the line it is stored in the warehouse.
We turn out about one thousand pieces a day.
Once the product is in the warehouse our supervisor oversees the dispatching as orders come in.
This building houses all our administrative staff.
In here is Sales Support. They take and process all orders and work closely with the sales team.
This is our accounts department. It is divided into Accounts Payable and Accounts Receivable. There are a total of 320 people working here.
Next is the HR department: there’s 25 people working here dealing with all the personnel needs.
We also have our legal department which is through the door to your right.
This building houses all our administration staff.
Let’s start with a tour around the laboratory and I can introduce you to all my team.
We have a written safety protocol for each experiment.
Exit the building, turn left and at the traffic lights continue straight ahead.
Follow me please. By the way, does anyone need to use the restrooms?
The restrooms are downstairs.

INTRODUCING TO COLLEAGUES

This is Natasha. She’s in charge of Purchasing.

Trained Examples
Sergei looks after New Project Development.
Have you met Sean?
I think you’ve met Hirohito?
Do you know Mr. Smith? He’s our Quality Manager.
Pierre, let me introduce you to Anne Roberts. She is visiting us from Head Office. She works in the Accounts department.
Victor, this is Pierre, he’s our HR manager.
John, can I intoduce you to Michael. He’s with Ecsplicite, one of our suppliers. He’ll be with us today to meet the team.
John is one of our sales support team.
Mark, this is Eric Jones. He’s with ABC company and is their buyer. You’ve probably spoken together on the phone.
Mark is Head of Sales Support and he’s been with the company for over 10 years.
Tracy, Martine works in Accounts and she has to make sure all our invoices are paid on time.
Christophe, I want you to meet Helen. Helen is with Ecsplicite, one of our customers. She’s their CFO and is here to see our operation.
Christophe is Head of our Legal department. He’s also captain of the firm’s football team.
Eric, you must meet Frank, from NTL. He’s their Production manager and is going to meet up with the R &D guys today. I’m giving him a tour of the site before his meeting.
Eric is our Chief Accountant. He has a son the same age as yours who’s studying in Lyon.
Anne, you remember Richard from ABC. We met him at the Conference last year in London. He’ll be with us for a couple of days.
These are my children.
Victor, I would like you to meet a great customer of ours.
Allow me to introduce you to Jean-Claude.

MAKING POLITE OFFERS

Let me take your coat.

Trained Examples
Would you care for coffee?
Will you be needing hotel reservations?
Are you thirsty or hungry?
Can I take your coat?
If you let me have your coat, I’ll hang it up.
Shall we sit over on the couch? It’ll be more comfortable.
Can I offer you something to drink? Tea, coffee or a soft drink?
If you are in agreement I thought we would have lunch here to save time.
Can you stay for a spot of lunch?
I am going to get a drink. Would you like one?
What would you like to drink?
Good afternoon. Would you like something to eat or drink ?
Would you like us to arrange that?
May I suggest that we all go to …for the day?
Would you like something to eat or drink?
May I offer you a coffee?
If you’ve no plans for this evening perhaps we can have dinner together?

RESPONDING TO OFFERS

Yes I would love a cup of coffee. Black, no sugar. Thanks.

Trained Examples
Do you take milk and sugar?
No milk. I take it black with one sugar.
That would be lovely but I have to get back to the office.
That sounds splendid. I would be delighted.
Would you like us to order a taxi for you this evening to take you back to the airport?
No thanks, I don’t drink coffee or tea; but if you have diet coke…?

THANKING

Thanks for taking the time to visit us.

Trained Examples
We’ve really enjoyed your visit. You must come again soon.
I hope you enjoyed meeting everyone. It was a pleasure for us to have you.
For us it was a worthwhile visit.
I think that it was a very productive visit.
Thanks for all your input. I know the team really appreciated it.
Thank you for your hospitality.
It was a profitable visit and I enjoyed meeting everyone.
Once again, thanks for taking the time. I know you’re a very busy lady.
Everyone has asked me to convey their thanks for your visit.
Well I, for one, feel that I got a lot out of your visit.
I think that it has helped to cement a better relationship between us.
I know that our relationship has become much stronger after your visit.
I’m glad to say that we did have the time to do this programme, it was well designed and was exactly what I was
looking for.
I would really like to thank you for the time we spent over the last two weeks, it was certainly beneficial.
Thank you for the positive criticism and the support you gave me.
Thank you for your help. I don’t know what we would have done without it.
Would you like something to drink before you leave?

SAYING GOODBYE

Have a safe trip.

Trained Examples
Thanks for coming to see us.
Give my regards to your wife.
Thank your wife for her hospitality.
Come back soon.
I’ll ring you next week to arrange our next meeting.
I’ll look forward to seeing you again soon.
Everyone said to say ‘Cheerio’.
I’ll be in touch.
Call me when you get back.
Hope your flight isn’t delayed.
My wife said to tell you that she enjoyed meeting you.
See you next week at the Conference.
Hope you get some sleep on the plane.
How long is your layover in Chicago?
How long is your stopover in Chicago?
See you again soon.
Safe journey.
We hope to see you again.

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ORGANISING VISITS

INTRODUCING YOURSELF

Hello, my name is Charles Lawson. I have an appointment with Channing Shipton.

Trained Examples
The name is Smith. I am expected.
I’m Philip Woods, from Megatran. I have a meeting with Rebecca Troy.
Mike Phelps. I’m pleased to meet you.
I’m Mr. David’s assistant. Janet.
Jill Martin speaking from Purchasing.
This is Steve Martin calling, from France.
Hello, I’m calling from Wacky Gadgets. My name is Janet Pond.
Good afternoon. May I have your Buyers department? This is Mr. Dupres.
This is Jill Martin speaking from Purchasing.

MAKING AN INVITATION

Would you like to join us for lunch after the meeting?

Trained Examples
We would be delighted to show you around.
We will be happy to make all the necessary arrangements.
We would very much like to invite you to dinner.
We can pick you up, if you prefer?
I’m calling you to invite you to a meeting here in Paris. Would it be possible for you next week?
We would like to invite you to lunch one day next week.
Our company is having its annual conference, and we would be delighted if you could come.
Could you join us for lunch after the meeting?
I’d like to invite you to participate in a meeting with our project managers.
Could you participate in a confcall tomorrow?
I’d like to invite you to participate in a meeting with our project managers.
We would like to welcome you here.
Would you like to get together after the meeting to discuss this properly?
We could go into more detail together on this later on if you like?
Would you consider explaining this in next month’s meeting?
Would you fancy discussing this further over lunch?
We could get together to resolve this once and for all. Why don’t you come for lunch?

ARRANGING TIMES

Can you come next week on Tuesday morning?

The week after that is now free.

Trained Examples
Let’s pencil in the week beginning June 4th.
Our company is having its annual conference, and we would be delighted if you could come.
Could you join us for lunch after the meeting?
Do you have time to attend our workshop this afternoon?
We need to find a suitable date and time for our meeting. Could you make it on Monday at 10?
Could you participate in a confcall tomorrow?
Could you come to our offices for a meeting on Friday?
When would be a suitable date for you?
I have a meeting in the morning, but I could see you in the afternoon .
I’d like to arrange a meeting in February. Could you tell me when is a suitable time for you?
Are you available tomorrow? I need to speak with you, urgently.
Can you make it for four o’clock tomorrow?
I’d be very grateful if you’d come to my office for our meeting. When do you think you could come?
May I come and see you to discuss our new pricing policy?
I’m not available this week at all. Could we meet next week? When would be a good time?
Thank you for responding to my invitation. We look forward to seeing you on the 31st of January at 2.30 pm.
How about meeting on Friday? Would 9 am be convenient?
I’m sorry, Tuesday really isn’t suitable.
What about Wednesday? Does 3 O’Clock suit you?

PUTTING THE VISIT OFF

I would like to put off my visit to the following week.

There’s been a change to my schedule.

Trained Examples
I can’t make it next month, as we agreed. How about the month after?
Can we look at dates again?
I’m sorry to put you to any inconvenience.
My profuse apologies for putting you out.
I have a clash of dates on that day.
Something urgent has come up.
I know you’re very busy, but we must set up a meeting as soon as possible.
I’m sorry but would it be possible to postpone the visit we had planned, as I have an important meeting in Paris?
Could we change the time of your visit? I won’t be able to be there at nine o’clock.
An urgent matter has come up and I won’t be available to give you a visit of our company.
I’m afraid that I won’t be able to attend the meeting tomorrow. Could we arrange another date?
This is Mr. Smith’s assistant. I’m afraid he needs to change the date of your visit.
I’m calling to ask you if it would be possible to replan your visit as I have to go to Paris.
I am extremely sorry, but I can’t make it tomorrow as I have to go to an urgent meeting.
Something unexpected has come up, and I would prefer to postpone our meeting.
Due to a personal emergency Mr Smith actually won’t be able to meet you today.
When would it be possible to reschedule the date of your visit?
Let’s see if we can find a good alternative date.
I am really sorry, but we will need to postpone this performance.
I am very sorry to have to call you regarding these changes.
I have a conflict of dates on that week.

ANSWERING QUESTIONS

I suppose it all depends on what you are looking for.

What sort of place are you looking for?

Trained Examples
You can leave your coat and bag here if you wish.
Our offices open at seven o’clock in the morning.
We have a company restaurant where we can have a good lunch.
The weather is cold today and we may get some snow.
The toilets are just down the corridor, on the right.
You can take the lift or the stairs to the second floor.
We have a drinks vending machine on every floor.
The receptionist will give you a visitor’s badge.
Please wait here, and Mr. Smith’s assistant will come and fetch you.
Aix en Provence is a beautiful town and you would enjoy visiting it, I’m sure.
We will start with the visit of the factory and then go to the meeting room.
I’m afraid Mr. Smith is absent. It will be me who looks after you today.
There are several very good restaurants in the centre of town.
Yes, here is the address of the hotel and the telephone number.
In France we usually go out of the office for lunch but when I was in London it was normal to eat a sandwich at your desk.
We will reimburse you for your expenses within a couple of weeks.

MAKING SUGGESTIONS

May I suggest the French restaurant downtown called Chez Claude?

Trained Examples
We suggest that you take a taxi from the airport. It’s quicker.
We think it wiser to fly, particularly at this time of year.
It has excellent cuisine and a very good atmosphere.
If you can stay the extra day, that will give you time to meet everyone.
If you get stuck for any reason, give me a call.
Parking can be difficult so it might be best to take the subway.
The receptionist can book a taxi for you. What time would you like it for?
There are several good hotels nearby. We can book a room for you if you like.
I recommend the Comfort Inn. It’s very nice and not too expensive.
There’s an underground station and a bus stop just two minutes from here.
The rush hour starts at five o’clock. I’d suggest that you leave earlier if possible.
May I suggest a nice little restaurant in town? It serves traditional food and it’s not very expensive.
I don’t recommend taking the subway. It gets very crowded and it is rather dirty.
I would suggest booking a room as soon as possible, as the hotel gets very busy at this time of year.
The Royal Hotel is a bit expensive but it has an excellent restaurant.
The hotel in town is nicely situated and you can go for a pleasant walk by the river.
Can I suggest a nice little restaurant in town? It serves traditional food and it’s not very expensive.
The rush hour starts at five o’clock. I would suggest that you leave earlier if possible.

GIVING DIRECTIONS

Take the last exit on the roundabout.

If you are driving, take Exit 15 and follow directions for Canterbury.

Trained Examples
It’s about 2 hours from Paris by car, a bit longer if you take the train.
You turn left after the lights and follow signs for the Mason Industrial Park.
Take a left and then a right after the traffic circle.
The metro station is a two minute walk from here.
You then turn left and carry straight on until you reach the highway.
Go two stops and then change for line 6 going in the direction of Nation.
It takes about 20 minutes to get here by taxi.
It’s roughly a twenty minute journey to the airport by car.
Look out for signs that indicate the Industrial park.
Be careful. Traffic can be very heavy at rush hour.
Continue until you come to the traffic circle and then turn left.
Go about two kilometres along the main road until you come to an intersection by a gas station.
You’ll find that after about 500 metres you come to a crossroads.
Follow the signs until your come to Stalingrad Square.
Not all the trains stop at this station.
It’s very easy to find. Just go out of the building, turn left and it is the second building on your right.
To get to the hotel from our offices, you can take the number 21 bus. It’s two stops.
Go straight on, past the Post Office, take the first left, and it’s the big building on your right.
Take the tube at Oxford Street. You need the circle line. All trains go to Edgware Road.
Show the address to the taxi driver. He’ll know where it is.
You need to go on the M4 and follow the directions for Manchester. It takes about an hour.
Turn right, then second left, cross over the cross-roads, continue for ten minutes. It’s next to the park.
After the second roundabout, go left, drive straight on for five minutes, and the car park is on your left.
Both the bus and the subway go there. Go up to the main street and you’ll see the station and bus stop.
Ask the bus driver to tell you when you get to Regents Street so you can get off the bus.
The best shops are in the High Street. They’re about five minutes walk from here. Take the first left and go to the end of the street.
You can go on foot. Walk to the end of the road, turn right and it’s opposite the flower shop. You can’t miss it.
Turn left and then right after the traffic circle.
Take the last exit at the roundabout.
Take a left and then a right after the roundabout.
You will have to go out of the terminal and the taxi rank is on the left.
Take the first street on the left.
Look out for signs to the restaurant.
First you need to go back to the entrance and turn left.

CONFIRMING ARRANGEMENTS

I’ll look forward to seeing you on the 15th.

Trained Examples
Could you call us from the train station, so we can come to pick you up?
That’s settled then.
See you on the 2nd.
You will be able to check in online.
This is to confirm our meeting tomorrow at 2 o’clock in the afternoon at our offices.
Please confirm that you can still attend the meeting at 10 pm, February the 23rd.
We are looking forward to meeting you next Monday at 9 am.
As agreed, we’ll meet at reception. The receptionist will call me when you arrive and I’ll come and get you.
Following our telephone conversation yesterday, this is to confirm your visit on Friday, July 10, at 4.30 in the
afternoon.
Could you please inform my secretary the time you expect to be at the airport, and we’ll come and pick you up?
The conference is planned for Monday morning at nine thirty. Please be punctual.
I would like to confirm your visit scheduled for half past eight next Monday, March the second, at our factory in
Nancy.
I’d just like to confirm that you’ll be at our factory on Tuesday, for a visit of our site.
Yes, here is the address of the hotel and the telephone number.
I’d like to confirm that you’ll be at our factory on Tuesday, for a visit of our site.
Please can you confirm what time you expect to arrive?
That’s settled then. Looking forward to it!
Right, so we’ll be expecting you on the fifteenth at 9.00 in our London office.
We look forward to welcoming you here in November then!
I’m just confirming that I have booked my visit to you next month.
I am really looking forward to visiting your offices next week.

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CROSS CULTURAL RELATIONS

PAST EXPERIENCES

Example:

I have lived in London all my life. I wasn’t exposed to different cultures until I first joined a Japanese company. I was exposed to different cultural practices. Last year we had a contract with a Japanese supplier so I went out to Japan two or three times. They really looked after me well. I never imagined living in a traditional Japanese house. It was a very educational experience. I gained experience and learnt how to use kanban. I’ve already been to Australia twice. I used to think I understood why English was important. I really appreciated the fact that I spoke English. A British sense of humour is something I never noticed in myself before.

COMPARING CULTURES

WORKING CULTURES

I like working with Americans, they are always direct. It’s not the same here. Do you know they go grocery shopping in their pyjamas?

Trained Examples
If a job has to be done they will do it it even if it means breaking a few rules. We play it more by the book.
I automatically kiss my colleagues on both cheeks or, shake their hand, when I arrive and leave the office but in the New York office it was just a ‘Good Morning’ or ‘Hi’. I noticed in England that colleagues went out for a drink after work but here we don’t have that same mentality

It’s usual to work until 6 or 7 o’clock in the evening here in France but in London everyone left promptly at 5. In France we usually go out of the office for lunch but when I was in London it was normal to eat a sandwich at your desk. In my opinion, the lifestyles are very different between the two countries. In contrast, Argentinian people are more laid-back than the French. People do not like to queue in France. Is it the same in your country?

Dealing with people in Asia I found that they seemed to keep saying ‘yes’ when really they meant ‘no’. It’s not as straightforward as here. It’s easier for me to do business with other Europeans than doing business in other parts of the world. In Asia it is definitely more hierarchical. I was in a meeting and the participants referred to their manager before replying if I asked questions. Germans have the reputation of being very efficient and objective-focused. I strongly believe that Germans are more law-abiding.

ON THE STREET
In London in the Underground everyone seemed disciplined. They automatically kept to the left on the escalators to let people pass. Here in France it’s everyone for themselves. When I went to London it seemed very clean, no litter on the streets.
Actually, you will find things to be quite different in the towns. In New York the buildings are taller and the landscape is grander than in Europe.
Indians seem very industrious, don’t you think?

HOSPITALITY
What does potluck mean? You are inviting us to dinner, but we are bringing the dinner?

youth culture | cultured | counter-culture | multicultural | cultural norms | intercultural | cross-cultural | cultural | intercultural awareness | global collaborators | cross-cultural collaboration | cultural lens | cultural values and norms | behavior | body language | attire | stereotype | cultural background | hybrid culture | slip of the tongue

CULTURAL AWARENESS

// Explained:
Gain cultural knowledge: One of the easiest ways to understand your multicultural coworkers is by researching cultures on your free time and increasing your cultural knowledge. Reading books and searching the Internet are the most accessible sources of relevant information.

Put cultural knowledge to use: If you learn something interesting about a coworker’s culture, ask about it or mention it in a relevant situation. Your coworkers will recognize your effort to educate yourself. Using acquired information as it comes up will serve to break down multicultural barriers, help everyone on your team to be more comfortable around each other and teach others about different cultures.

Listen up: Effective listening is something that most cultures have in common. Listen to your coworkers actively, displaying positive body language and affirmation during the listening process. Listening intently allows you to read between the lines, pay attention to the way your coworkers say things and ask questions if anything is unclear. They will recognize your willingness to listen and appreciate being asked to explain an unclear point.

Overcome stereotypes: Stereotypes and preconceived ideas are difficult to overcome, especially if they have been part of your thinking since childhood. Putting to use Sections 1 and 2, educate yourself about as many different cultures as you can and treat everyone the same. Your knowledge of their culture will give you the confidence you need to overcome the stereotypes that have been engraved in your memory. This newly found knowledge will replace your negative stereotypes with positive knowledge.

MAKING FIRST CONTACT

MEETING

Good to meet you. I trust you had a good trip.

Trained Examples
It’s a pleasure to finally get to meet you.
Hello, Mr Jones. This is Jean Jones, from Haven Metals.
Malcolm? Hi, this is Carol. We haven’t spoken together before but I’m going to be your contact point in France.
You must be Tony. Hello, I’m Jackie, welcome to Paris.

AND GREETING

Mr. Jones? Hello, I’m Nathalie. It’s great to meet you at long last.

Trained Examples
I trust you had a good trip from Canada.
It’s great to finally meet you.

TOUCHING BASE

I thought it would be a good idea if we spoke together.

Trained Examples
Kurt, this is Anne-Marie Leclerc. My manager,
Eric, suggested I call to introduce myself as you are going to be one of the suppliers on our project.
I’m the project manager and I understand you’ll be supplying us with some materials for our project.
Daniel really enjoyed his last meeting with you in London.
If our meeting today is a success I hope we will have a long and profitable relationship.
Ahmed has told me all about you.
I am here to help you to meet the compliance standards.
Hello Jean, this is Eric. I thought it would be a good idea to touch base as we’ll be working together on the same project.

AND MEETING
As this is our first meeting together, I’d like to introduce you to the team.
I hope our relationship will prove a very fruitful one.
I thought it would be a good idea to sit down and get to know each other a bit.
It’s nice to finally put a face to the voice.
I don’t believe we’ve met. I’m Therese, the new colleague.
Tell me all about you.

MAKING AN IMPRESSION

I like to motivate my team by example.

I see myself as a hands-on sort of person.

Trained Examples
As your contact point in France, I am always available for you.
Essentially my role is to give guidance, where needed, and to be there for you if you need help.
I am here to work out a win-win situation for us, both.
I expect quality. Anything less is unacceptable.
Once we have agreed on deadlines, I expect them to be met.
The point is that I have to travel during our slow season.
I think that the job will be extremely fulfilling

ASKING ABOUT CULTURAL DIFFERENCES

I understand that you were born in Egypt.

Trained Examples
You’re kidding when you say everything is open 24/7, right?
You are joking, right? You don’t really dress up for Halloween in the office, do you?
Let me see if I understood well. When you say it’s ‘different’, you mean you didn’t like it?
Do you find a great deal of differences working with Asian people?
Do most people stay working after their normal office hours or do they always leave on time?
In France we like to leave the office for a break at lunchtime. Is that the same in your country?
When you left the US to live in Europe, what was the biggest difference you found?
What time do you eat dinner in the evening, very early or late?
People don’t like to queue in France. Is it the same in your country?
Is it normal to be on first name terms with your boss?
When you arrive at the office, how do you greet your colleagues? Do you shake hands, kiss them or just say good morning?
In France we normally shake hands or kiss someone on the cheeks when we meet them. What happens in the
USA?
We normally have our main Christmas meal on Christmas Eve. Is it the same with you?
When addressing someone we don’t know we use ‘Sir’ or ‘Madam’. Do you do the same?
Can you confirm that you just said the music scene in Ireland is non-existent?
How does it compare to living in America?
What’s it like living there?
Are you of Polish background?
What advice do you have for someone visiting Hungary for the first time?
What was it like living in Hungary? Was it a lot different from the lifestyle you were used to?
Why do you have mint sauce and lamb?
Do you find a great deal of differences in the attitude towards work?
What do you think of the American diet?
How does France compare to Jamaica?
Do many people speak English in Hungary?
So tell me about the character of the people.
What cultural adjustments have you had to make?
Do you find a great deal of differences between working with American, Irish and French people?
I was wondering if you could describe to me what the government is like in Malta?
How would you compare these two cultures to French culture?
What are the main differences you have noticed between Spanish and British culture?

// Explained: ‘flattening of cultures;’ that is, cultures losing those things that make them different from each other. People’s lives around the world would look increasingly similar, with everyone eating the same things, buying the same products, using the same work methods, etc. Do you think this is happening? Or even possible?

AVOIDING TABOOS

I haven’t really been following the news.

Trained Examples
I know whom I will vote for and that’s all I’m interested in.
That subject is considered taboo in France.
That’s something we prefer not to talk about in public.
In certain cultures, talking about money is something you do in private.
We are perhaps less open about that sort of thing, here.
I don’t really have an opinion, one way or the other.
To me, my views on religion and politics are personal and I would prefer not to discuss them at work.
As someone who has been here for some time, I’d advise you to steer clear of that subject.
You would be better off avoiding that subject. It’s a bit delicate.
It would be better to concentrate on your work rather than broach that subject.
That’s a rather sensitive subject to discuss in public.
If you don’t mind me saying so, I find that hard to believe.
I’d prefer to change the subject, if that’s okay with you.
I don’t have any comments on this point.
That’s something we prefer not to talk about in the office.
I’d prefer to avoid this subject for the moment

CONGRATULATING

“I’m absolutely delighted to hear the news that Prince Harry and Meghan Markle are now engaged. I wish them many years of love, happiness and fulfilment — and ask that God blesses them throughout their married life together.”

Trained Examples
I heard the news about your promotion. Well done.
You’re getting maried? Wonderful news. I’m sure you’ll both be very happy.
I’ve just heard, your wife’s had a baby. Congratulations.
They’ve given you a permanent contract, that’s wonderful news. I’m so pleased for you.
You’ve been made Head of Department. Congratulations. We must celebrate it with a drink after work.
Well done, you got the contract. You deserve it after all the hard work you have done.
Congratulations! That’s great news!
I am so happy for you and you certainly deserve the promotion. I think you have worked really hard to get to where you are today.

MAKING CONDOLENCES

I realize that this is difficult.

I was really sorry to hear about your mother. Was it sudden?

Trained Examples
It’s difficult to know what to say at a time like this, but we’re all thinking of you.
I have just heard the news. Please accept my condolences.
I’m really sorry. It must have been quite a shock coming so suddenly.
It’s very sad but perhaps for the best. You wouldn’t have wanted him to suffer.
He’d suffered a long time so I’m sure, in some ways, you must be relieved.
What can one say at a time like this? Our thoughts are with you.
My thoughts are with you and your family at this sad time.
I’m sure your cat will be found.
Unfortunately, I have some bad news for you.
I have some really good news for some of you. You have just been…
I am very sorry to give some of you some bad news. Unfortunately, I have to tell you that…
I am pleased to announce some good news to some of you.
I’m so sorry to hear that!

EXPLORING STEREOTYPES

Example: When I think of a typical British man I think of a bowler hat, a pin striped suit, with an umbrella and a rolled-up copy of the Times under his arm
Do you British still have tea at four o’clock everyday?
How can you eat bacon & eggs with tea and toast every morning for breakfast?
Of course London is always foggy, isn’t it?
It must be difficult to live in London with the fog, not to mention the rain.
Why do you eat jam with lamb?
No, really that is a myth.
If that were true in the past, it is certainly not the case today.
Of course we wash regularly.
No. We are not as arrogant as people make out.
You shouldn’t believe everything they say about us.
That stereotype is only partly true.
Do people really sit at the slots all day?
Are gamblers the most superstitious people you know? Does everyone have a lucky shirt?
Why do you eat peanut butter with jam?
Are all Arabs Muslim?
When I think of an Arabic man, I think of camels and dessert clothes.
Everything’s bigger in America, isn’t it?
To me, Americans seem enthusiastic and sincere.
Spaniards are known for their passion. Am I right?

BEING POLITE OR DIRECT

BEING POLITE

Could I just finish, please?

Trained Examples
Could you do it as soon as possible?
Could I ask you to help me to move this desk?
Do you mind if I leave early today?
I think you’ll find that you are wrong about that.
Could we move away from the other clients, please?
I’m sorry, I have to be firm on this point.
I fail to see the reasoning behind the rejection of my request.
I understand that you are working hard. Perhaps you need to work more efficiently.
I’m sorry if this comes as a shock to you but I believe in being honest.
What would you suggest be done to address the problem?
All of the staff were very helpful and paid a lot of attention to detail. Nothing was too much trouble.
Listen, it would be good to have a chat.
Could I just speak to you for a few minutes?
Would you mind giving me your dream vision?
I’m sorry, could I ask you to move your car?
I’m afraid I can’t.
Let me see if we can identify the problem.
I am really concerned about your level of output. Has something gone wrong?
I am sorry but frankly speaking, I don’t think that is such a great idea as we could spend the money on a more worthwhile venture

BEING DIRECT

What did you say?

Trained Examples
There’s a problem.
Let me finish.
Help me to move this desk, will you.

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EATING OUT

INVITING OUT

Are you free for lunch?

Can I invite you to lunch?

Trained Examples
How about dinner this evening? Have you made any plans?
Would you be able to have dinner with us next week?
We’re going out for lunch. Would you like to join us?
Can I offer you lunch ? I know a great restaurant.
If you’re free I’d like to buy you dinner this evening.
Do you have time for a spot of lunch?
Are you in a rush to get back or would you like to have lunch with us?
If you have nothing on this evening can I invite you to have dinner with my wife and myself?
I was wondering if you were free for dinner tonight.
If you are free, how does a Chinese sound for lunch?
I don’t know if you’re free but I know a great restaurant around the corner.
We’re just going to get some lunch. Do you want to come along?
Are you here for dinner?
What are you doing here in March? Usually I see you in the summer!
Would you like a drink?
What are you doing here in March? You usually come in summer!
Do you have time for dessert?
May I suggest something to drink? We have a special house cocktail.
If you’re free I’d like to treat you to lunch.
Would you fancy coming to my house for a meal tonight?
Why don’t we get together later tonight and have a bite to eat?
Why don’t we get together and celebrate this in style tonight?

RESERVING A TABLE

Can I reserve a table for 4 for lunch?

Trained Examples
I need to book a table for lunch. We’re 4 people.
Do you have a table for 6 at 12 today?
Have you a table for 6 this evening at 8 o’clock?
The name is Jones.
We’ll be there at 1 o’clock.
This is Geoffery Smith, from ABC Metal. Have you got a table for lunch for 8?
Do you have a table on the terrace for 6, this lunchtime?
I’d like to make a dinner reservation for 6 people on the 21st of February.
We’re a party of 12. Is it possible to get a reservation for lunch? Yes I’ll hold.
How late do you serve lunch? We want to eat at 2, is that possible?
Can you put us on a round table? As we are 8 people, it will be easier to talk.
Do you have a children’s menu?
Do you have a children’s high chair?
I need to book a table for lunch for 4 people.
I’d like to make a dinner reservation for 6 people on February the 21st.
Would you like to reserve a table?
What time do you want a table?
Would you be able to cater for a large party tonight at around 8?
You wouldn’t happen to have a private dining area would you?
We’re a fairly rowdy bunch so it might be worth putting us in the emptier part of the room.

ORDERING DRINKS

What will you have?

What can I get you to drink?

Trained Examples
I’m having a beer and you?
Michael’s having a white wine. Richard what would you like?
Could we have 2 pints of draught bitter, a red wine, 1 coke, no ice and a white wine spritzer?
It’s my round. What will you have?
No. Put your money away. You’re our guest this evening.
That will be a Kir for me and a dry white wine.
Try a Pastis. It’s like Pernod or Ouzo, if you’ve been to Greece.
The French drink whisky or port as an aperitif. They also drink Kir as well, which is a white wine with a drop of
’Creme de Cassis’, a blackcurrant liqueur. Why don’t you try one?
Just a glass of rosé for me.
What wines do you have by the glass?
What beers do you have on draught?
What would you like to order from the bar?
May I suggest the house cocktail – either with or without alcohol?
This is on me.
Do you have anything refreshing to drink?
This round’s on me. What do you fancy?
I’m driving, so can I order an alcohol free cocktail?
What have you got in terms of non-alcoholic drinks?
I’ll have whatever he’s having!

CHOOSING AN APPETIZER

What would you like to start?

Trained Examples
Would you like a starter or do you want to go straight to the main course?
They have a good choice of starters.
The starter is ‘Escargots de Bourgogne’, snails baked in garlic, butter and parsley.
Next is a ‘Gratin de Fruit de Mer’, which is a seafood gratin with shrimp, scallops and mussels.
Or if you prefer, ‘Saumon fumé’, Norweigan smoked salmon
If you like goat’s cheese there is ‘Flan de chevres et champignons, oignon confit’ which is goat cheese and
mushroom flan with balsamic vinegar and onion confit.
Something very French is, ‘Foie Gras frais au sel marin toaste’, fresh duck liver served with toast.
If you like we could share this so that you could try a little of everything. It’s ‘Assortiment d’entrees pour deux’, mixed appetizers for two: snails, smoked salmon, brie, terrine, cooked pork meats.
For starters there is King Prawn Cocktail which is large prawns with a seafood sauce and crusty bread.
Or there are Scallops and Black Pudding which combines seared scallops, crispy pancetta and pan-fried black
pudding. It’s served with a honey and mustard sauce.
Another dish is the Chicken, Pork and Honey Pat? served with caremelised onion chutney and toast.
Why don’t you let me choose something for you?
The first is ‘Escargots de Bourgogne’, Snails baked in garlic, butter and parsley.
What do you recommend on the menu?
Could you tell me what this is?
What are you having?
Can you recommend a dish?
I don’t want a starter thank you.
I like salad but I don’t like cheese.
I really fancy something spicy.

CHOOSING THE MAIN COURSE

What would you like for the main course, meat or fish?

We’ll ask what the specials are.

Trained Examples
Do you prefer meat or fish?
They usually have a very good ‘Dish of the Day’.
They serve a very good roast beef and Yorkshire pudding, with all the trimmings.
Or you could have Cottage Pie which is made with minced beef and vegetables and topped with mashed potato.
They also have Lancashire Hotpot which is a meat and vegetable stew. Sliced potatoes are added to cover the dish which is then cooked in the oven.
There’s also a good selection of fish dishes. You can have Swordfish skewers which have been grilled or Sea Bass with chives. Both come with a selection of vegetables.
If you like trout they have trout stuffed with coriander.
As we’re both having meat we could have a bottle of red wine. It will also go with our starters.
You’re having fish and I’m having meat. Why don’t we get a half bottle of white and a half bottle of red ?
I fancy a steak. How about you?
I’m tempted by the lobster.
I’m really hungry today. I could eat a horse.
They do a wonderful Steak & Kidney pie here. It’s the chef’s special today.
I’m in a rush as I have a meeting. Could I get something quick?
No, hold the chips, just the steak with a green salad.
I fancy some fish. What do you have?
I would like some fish. Do you have salmon?
I also want to order some rice and vegetables. What vegetables do you have?
Could you please explain this item on the menu for me? I don’t understand what it is.
How long will it take for the food to be prepared?
They also have some vegetarian dishes.
If you like fish, they have a very good selection.
I would like the English breakfast please. Eggs over easy and some black coffee.
What do you have for young children?
May I see a wine list please?
I’m in a bit of a rush, how long will it take for the food to be prepared?
Can I see the menu please?
How much is the dish of the day?
Is it possible to have chips rather than salad?
Could I ask you to send the children’s meal at the same time as our starter?
The toilets are downstairs on the right.
I can show you the cloakroom
Do you want red or white wine with the chicken?
I’m going for the roasted vegetables and veal.

ORDERING DESSERT

Would you like a sweet?

Do you have enough room left for dessert?

Trained Examples
What about some pudding?
They have Apple Pie and Custard.
There’s Rhubarb Tart with Clotted Cream.
Have you got a sweet tooth?
I’m a savoury man myself. I’m going to ask for the cheese board.
Oh! They have Bread and Butter Pudding. That takes me back to my childhood.
If they have fresh strawberries I’ll have some with fresh cream.
I’m going to go for the Pavlova. It’s a meringue-based dessert and is a traditional Australian sweet.
I think I’ll skip dessert. I’ve already eaten too much.
I’m pretty full but I can’t resist their trifle.
I recommend a plate of fruit if you would like something light.
Shall we have a dessert?
Can you tell me what the best dessert is?
I’d like to have the Black Forest Gateau as long as there isn’t any chocolate in it. I’m allergic to chocolate.
I’ll have the banana split without the whipped cream though.
I’ll have whichever dessert goes best with my wonderful wine!
I think I’ll skip dessert, but I’d love a coffee.
I don’t fancy a dessert but please don’t let me stop you having one.
Do you want a dessert?

EXPLAINING HOW YOU LIKE IT COOKED

How do you like it cooked?

Trained Examples
How do you like your steak?
How do you want it cooked?
I like mine rare.
For me, medium, if that’s okay.
Oh definitely well done. I don’t like to see any blood.
Can I have mine medium rare.
I like it well seized on the outside and rare on the inside.
Are your steaks cooked on the grill or pan fried?
I like my lamb pink.
Make that steak rare, for me.
Can you make sure it’s very well done please? I can’t stand seeing the blood!
Please make sure it’s well cooked - right the way through.
Medium rare for me please.
Can I have my egg sunny side up please?

COMPLAINING

SERVICE

We’ve been sat here now for 20 minutes and nobody has been to give us menus, see if we’d like an aperitif, nothing.

Trained Examples
I think we’ve been forgotten. No-one has been to take our order.
We ordered drinks over 15 minutes ago and we still haven’t got them.
Everyone else in the restaurant appears to have been served and we are still waiting.
The service was non existant. We waited over 20 minutes before our order was taken.
The service was very sloppy. We had to wait a long time between each course and when the main course came I had to send mine back.
I’m afraid, I am extremely disappointed. I expected a much better service.
I’m sorry, but this simply isn’t good enough. I’d like to speak to your Manager.

FOOD
I ordered my steak rare and it’s been overcooked.
We ordered an assortment of vegetables but you’ve only served boiled potatoes.
He wanted his steak well done but you’ve brought it rare. It’s still bloody.
Our meal is cold.
This salad is a little tired.
Can you ask the wine waiter to come over. I’m afraid the wine is corked.
Would you ask the manager to come over? I’m not happy.
The standard of cooking was very low.
This is the first time I have eaten here and it will be the last.
Excuse me but I have been given a meal which I did not order.

PAYING THE BILL

Can I get the check please?

Excuse me. I’d like to pay.

Trained Examples
What do we owe?
Is service included?
As soon as you have a moment, I’d like the bill please.
When you have time, can we get the check?
Do you take credit cards?
Can I pay by cheque?
Can I add something onto the card for the tip? Is that OK?
I would like to thank the chef personally for his cuisine. Every meal was a delight.
Can you let me know what methods of payment you accept?
I’m afraid there’s a mistake on the bill.
Do you accept American Express?
Don’t worrry, you can keep the change for a tip.
I’m in a hurry and would like to pay by card. Can you get me the bill and the card machine please?
What about luncheon vouchers? Do you take them and can I get change?
Where do I pay?
Can we split the bill into 3 please?
How much is a third of the total bill?
One of us wants to pay in cash and the other two by card please

---

DISCUSSING

OPENING

It’s so nice to see you again.

It’s great to finally put a name to a face.

Trained Examples
How have you been keeping since we last met?
Are you well?
How did the meeting go?
How was your vacation?
Tell me about your new job?
The last time we met you were about to move house.
Didn’t you tell me you were going to change job?
You’re looking well. That colour really suits you.
I haven’t seen you in ages. Where have you been?
What news do you have since we last spoke?
What have you been up to over the summer?
Are you alright?
What’s up?
How are you doing?
I’m alright.
Nothing much and you?
Not a heck of a lot.
Can I talk to you for a minute?
There’s something I need to discuss with you.
Do you have a minute?
Have you got a minute to talk with me?
If you don’t mind, I’d like to have a word with you.
Congratulations on your promotion!
That’s fantastic news. I’m happy for you.
I heard about your great sales figures.
I just wanted to congratulate you on the good news.
I was delighted to hear about the birth of your daughter.
It’s wonderful to see that business is picking up again.
I understand that you landed that big account. Good for you!
It couldn’t have happened to a nicer person.
I’m sorry to hear about what happened.
I was really sad to hear about what happened.
Oh no! You certainly don’t deserve that.
I feel so sorry for you.
That’s a pity.
What a shame!.
Oh that’s terrible. When did it happen?
I hope you’ll be feeling better soon.
How was your trip?
It’s a pleasure to see you here.
Is this your first visit to England?
Do you have a family?
What’s happening?
It’s great to finally put a face to a name
Mr. Jones? Hello, I’m Nathalie. It’s great to meet you at long last.
It’s a pleasure to finally get to meet you.
Could you explain to me what the latest news is?
I understand that you are from South Africa.
Are you planning on doing any sightseeing in France during your stay?
So when did you come to France?
It’s great to speak with you again.
How are things with you?
You sound well. What’s new with you?
What are your thoughts on this point?
Have you heard the news about the latest anti-ageing products?
I don’t believe we’ve met. I’m Therese, the new colleague.
It’s so nice to meet you.
It’s a pleasure to finally meet you
What’s she like? Tell me about her.
I highly recommend the chicken with red wine.
Have you heard much about French food?
Can I ask you about what you think of the teacher?
We met at the last school meeting.
I don’t believe we have spoken before, I’m Vincent !
That was a very interesting morning , wasn’t it ?
Do you have anything planned for the weekend?
The last time we met you were about to move jobs.
I’m delighted to meet you after so many mails! So, tell me about you.
So, it’s great to actually get to be here. What’s the plan for today?
I’m interested in you telling me all I need to know about the site here.
So, maybe you can fill me in on what we’re doing today?
How are you doing? My name is … and I work in …
How long have you been working for the company and how do you like it?
I trust you had a good trip from Canada

SHOWING INTEREST

Well said!

Exactly!

Trained Examples
I can’t believe that’s true.
Me too.
So do I.
So did I.
Neither do I.
What else did you do?
I see.
Right. Yes. I see.
Really. Oh, yes.
That’s fascinating. Please go on.
Oh, do continue.
I’m all ears!
Is that all? There must be more to that story.
I really appreciate that, thanks.
By the way, is this your first visit to France?
I see what you are getting at.
That’s a very good point
Your views on this topic really interest me.
By the way, is this your first visit to China?
Gosh, that’s so interesting, please carry on!
I’m so surprised, I had no idea!
Really? How fascinating!
You have a point there!
I get your point. That is interesting.
I didn’t realise that. Tell me more.
Oh, do continue with your story!
I really think that is romantic!
Right. Yes. I see that’s very interesting.
I’m all ears! (that’s really interesting).
I’m intrigued - do go on.
Wow! I’m fascinated … tell me more!
That’s really interesting. My brother is in aeronautics too, but as a profession, not a hobby.
What else is different?
That’s really interesting!
Really? I didn’t know.
I get your gist.
Is it a nice place?
Very interesting! Please tell me more.
Thailand? How exotic!
Where else have you been?
You must have a lot of friends all over the world, right?
Wow! You have traveled a lot.
Wow! You do travel a lot.

MAINTAINING THE DISCUSSION

What do you mean by that?

And you? Do you ski?

Trained Examples
What about you? Are you a golfer?
What about you? Have you travelled recently?
No, I’ve never been there. What’s it like?
And you? What business are you in?
Do you feel the same way?
How did you find out?
Are you sure about that?
Do you think you’ll have time to do all that before Friday?
I admire you! What’s your secret?
What else happened?
And what did you do after that?
Is that all? There must be more to that story.
What do you mean by interesting?
Well, as I was saying, it was a great trip.
Where were we?
I’m sorry, what were you saying?
To get back to what you said before.
What you just said made me think about something else.
How about you?
No, we are only staying in the city for 2 nights and then we are travelling.
Indians seem very industrious, don’t you think?
What do you do in your free time?
And you? What do you like to do at the weekend?
Could you tell me again who the main star of the film is?
Please carry on!
Tell me more!
Have you ever tried gardening yourself?
What are your thoughts on this subject?
What do you think about…?
What exactly are you saying?
How do you find the time for all your hobbies?
And you? What do you like doing in your free time?
Does your journey have more than one stop?
So, enough about me. What about you?
I’m concerned. What other hobbies and interests do you have?
What about your family?
Could you live there again?
What country were you born in if not in Canada?
Do you think you’ll go there and do it again?
And you? When did you do that?
I admire you! Where do you get the energy and the drive to continue?
How often do you go back to England?
Do your friends and family come over every year?
How did you manage to do so many things?
And you? What did you do on New Years eve?
What are your thoughts on that?
And you? What did you love most about living abroad?
How long have you been in France? Where do you plan to travel?
From my own personal experience, I can tell you that …
And you? What is your interest in the project?
And who is your favorite painter?
And which Museums did you like best?
What about you? What do you think about that?
Do you think the internet has a big part to play in spreading ideas?
Here is some information that you will find interesting

MAKING COMMENTS

If I’m not mistaken, we did that last year without success.

One can say that the situation is complex.

Trained Examples
To be honest, I wouldn’t be so sure that we are going to reach our target.
I heard that Sam had some personal problems, so he resigned.
By the way, there is a rumour on the grapevine.
Unfortunately, I couldn’t make it to the meeting.
Frankly, I have my doubts about the new advertising campaign.
To tell you the truth, my holiday went by so fast, I hardly noticed.
Frankly, I think we should cancel the project.
If you ask me, I’d say we are missing the point.
By the way, did you hear about the incident on Thursday?
The job was extremely fulfilling.
It has excellent cuisine and a very good atmosphere.
It is important to strike the right balance between theory and practice.
The weather is unusually cold at the moment. We may get some snow today!
Cheer up, things have got to get better.
Just between you and me, I don’t think Jeff is getting on with his manager.
The restaurant was wonderful.
My last job was with a British company and I really appreciated the British sense of humour.
When I first joined the company nobody wanted to speak English. Now we can’t survive without it.
If a job has to be done they will do it it even if it means breaking a few rules. We play it more by the book.
I noticed in England that colleagues went out for a drink after work but here we don’t have that same mentality…
I haven’t really been following the news.
I know whom I will vote for and that’s all I’m interested in.
To tell you the truth, my vacation went by so fast, I hardly noticed.
I heard that you had had a few problems.
Only on Fridays after work does he go to the bar.
By the way, would you be interested in seeing the latest version of this?
Unfortunately, this is quite outdated and I’m not sure it would be relevant.
Frankly, I have my doubts about how useful these might be to you.
Frankly, I think we should look at this from a different perspective.
I heard that one of the professors doesn’t want this material shared.
In fact, the professor would be upset if he wasn’t consulted first.
Just between you and me, I don’t think it could be easily adapted to your needs.
To tell you the truth, copying all this could cause a few headaches.
Unfortunately, I’m not sure I’ll be able to go.
To tell you the truth, I’m not sure pills or hypnosis would work.
I’m certain you will like the game if you give it a try.
For mountaineering, the equipment that you choose is very important.
You must be in good physical condition to go mountain climbing.
Fly fishing is different from other types of fishing.
To be honest, I feel it will be an enormous change.
My key point is that you should learn all the rules before playing poker.
I thought it was very interesting when…
If it comes to making a choice between diving and another activity, I would choose diving.
There is no doubt that it will be a beautiful wedding.
Unfortunately, it’s impossible to get around the area without a car.
To be honest, the best Bouillabaisse is in Marseilles itself.
I wouldn’t go there if I were you. I heard that the beaches are really crowded.
By the way, there is a great little restaurant just outside Aix.
I understand that you moved when you were a teenager?
By the way, do you speak Dutch?
We prefer to stay in hotels rather than renting an apartment.
If you ask me, French workers can learn something from their Asian counterparts.
Frankly, I find their work habits lacking.
If you ask me, I’d say Inverness is the most beautiful part.
To be honest, I couldn’t understand the Scottish accent at all!
As far as I am concerned, it is our day, so we can do things our way.
The people are welcoming and happy to see you.
Basically, there’s nothing we can do about it.
Personally, I don’t understand what the issue is.
I firmly believe that the educational system needs to change
If you ask me, I’d say that modern animated movies are more interesting for children.
Frankly, I enjoy watching my children’s expressions during the movie.
I don’t understand why this baby is so important to the English people.
I’m glad to say that at last I have found a house.
There is something different about you! Did you get your hair done recently?
You are looking really good! Have you lost weight?
This is a delicious main course and an exquisite dessert.
French people appear more romantic than people from the north of Scandinavia.
I’d prefer to change the subject, if that’s okay with you.
I don’t have any comments on this point.
I heard that Sam had some allergies, so he abandoned his dog.
I have my doubts about the success of using an advertising campaign.
You should have seen what I saw at the SPCA! Frankly, I think it is very cruel.
I really enjoy American blockbuster movies.
I would like to spend three weeks in Thailand and I would like to see Bangkok, Phuket and…
We ate a lot of very good food when we were there. I also did a lot of shopping.
He surprised me with a trip to Milan for my birthday. Wasn’t that sweet?
I don’t know if I have any allergies to any medication.
I was hit by a car last night. I didn’t feel bad after the accident, but I am in so much pain today.
Frankly, I had my doubts about living in another country. We are so comfortable in France. Why should I leave?
To be honest, I wouldn’t be so sure that I will like living abroad.
I heard that the situation in that country is getting worse and more and more people are getting displaced…
Frankly, I have my doubts about the reports on this matter.
In my opinion, he would be a good addition to the team
To be direct, we have a lot more work to do.
Quite frankly, there has been little progress in the last year.
As long as he does his job, he can do what he wants.
His private life is none of our business
By the way, I think that robots in the household make daily chores easier
Frankly, I think Robots are the thing of the future
Frankly, I have my doubts about the forecast!
To be honest, I wouldn’t be so confident about the weather.
Unfortunately, I am personally very disappointed with the outcome of the elections.
To be honest, I am concerned with this outcome.
My personal views on the subjects are …

BUILDING RAPPORT

I have read that seasonally-adjusted optimism is up.

What do you think?

Trained Examples
How about you?
What are your ideas on the subject?
How do you feel about that?
Any thoughts on that?
That sounds like a good idea.
I would never have thought of it myself.
I really hadn’t thought of it that way.
I love Italian food. Particularly canneloni and tiramisu.
Travelling is a great experience. For instance, seeing the Great Wall of China is amazing.
By way of example, you can look at the diagram on page 4.
Just so that you can understand better, I’ll send you a copy of the file.
I’m having trouble with my car. In addition to that, I’m overdrawn on my bank account.
John won’t be able to join us. In fact, he told me that he’ll be away for the entire week.
We need to reduce our expenses. Moreover, we may even need to cancel that last order we put in with Delta.
You shouldn’t eat all those cookies before dinner, it will ruin your appetite. Besides, think of all those extra calories!
Do you like travelling to other countries?
I never would have thought of it myself.
What about coming to a match?
Besides, think of all benefits this in-service will bring!
In fact, didn’t you tell me this would inspire and motivate your professors?
To be fair to all students, let me explain the rules we apply regarding plagarism
Firstly, we can see examples that are not your own. Secondly, we have identified the author who wrote the first five pages of your thesis.
Do you like it there? How does it compare to Xpert?
It is obvious that we are really excited about getting married.
What examples can you provide to support your opinion?
It is clear from this point.
The reason that I say this is…
In my free time, I like to paint.
I enjoy cycling on the weekend.
The advantages are… and the disadvantages are…
The way I see it is…
May I take a few minutes to convince you of our services and products?
You won’t regret working with us.
It is really a better beach location than the south of France.
Have you thought about going to the Maldive Islands? First of all… Secondly, it is… And finally,…
My daughter is already learning English.
Some public organisations close during the summer. I really hadn’t thought of it that way.
How about you? Do you get 9 weeks vacation a year?
It’s been proven that dance is therapeutic.
Don’t knock it until you’ve tried it
You’re deviating from the main point.
I’d like to support my argument with the following evidence.
As a result, I believe that other sports should be shown on TV.
First, football is not the only sport that exists. Secondly,… Then,…
Firstly… Secondly… Thirdly… Finally…
That sounds like a good idea, but you can’t beat actually being there!
How about you? Do you ever go to watch a game?
You should try it ! It’s great fun!
To support my point of view, I’ll give this example …
Are you sure it is realistic to think like that?
I think your ideas need some more thought.
Have you thought about … in the future?

MAKING A REQUEST

REQUESTS

Do you mind if I join you?

Would it be alright if I contacted you next week?

Trained Examples
Is it alright with you if we postpone the meeting?
Do I have your permission to go ahead?
May I do that for you?
Can I contact you again next week?
Could I ask you to confirm that?
Would you mind doing this for me?
May I ask you a favor?
Could I ask you for some help with this problem?
If it’s not too much to ask, would you please get back to us by Monday?
Do you want me to send you the minutes of the meeting?
Would you like me to pick you up at the airport?
Can I give you a hand with your luggage?
How about if I telephoned him for you?
Would you be able to tell me more about…?
What is available on those days?
Can we change that to the next day?
I wondered if you could prepare documents for the next meeting?
No, not at all. That would be fine.
Do you think we could have a look at the delivery schedules?
Would that be possible?
Is it alright if you look after my cat while you are here?
Do you mind if I bring my dog with me?
May I ask what your favorite dishes are?
If you don’t mind me asking, are you married or single?
Do you mind giving me a lift to my hotel or to the nearest phone?
Could I ask you to chair a confcall on an update of our project?
Would you please get back to us by Monday, if it’s not too much to ask?
Would you please advise me? I don’t know what I’m supposed to do.
It’s no problem if it’s inconvenient.
I hope you don’t mind but could I stay with you for a few days?
Do you mind bringing us two kir royale, please?
May I have the menu, please?
Do you mind helping me out?
Could I get your advice and ideas here?
Would you be interested in doing a house swap with me?
Would you like to come to France and stay in my house?
Do I have your permission to use your car?
Would you be available on Friday at 2PM for a brief meeting?
Could I have five minutes of your time?
Could you please do this for me?
Would it be possible for you to…?
I wish I had known you were coming. I would have picked you up at the hotel.
Shall I call him for you?
Is it alright with you if we make the exchange in June?
What are the main ingredients for this dish?
Can I call you during the week to confirm the arrangements?
Is it alright with you if we try out a new restaurant?
I have to figure out how to solve the problem
Where did you buy the unit?
Are you free to travel with me? Come on!
Can you join me on the trip?

RESPONSES

Go ahead.

No, I don’t mind.

Trained Examples
No, not at all.
Of course. It’s fine with me.
Yes, that’s fine.
Please do.
That would be fine with me.
Be my guest.
I do mind actually.
Well, I’d prefer if you wouldn’t.
Thanks but I can handle it.
I’d rather you didn’t.
It would be better if you didn’t.
I don’t think that would be a good idea.
Let’s leave it where it is for the moment.
I’ll get that for you.
I don’t mind going to the post office for you; it’s on my way home.
That’s very kind of you.
That’d be great, thanks.
If you don’t mind, thank you.
Oh, yes, thank you. That would save me a lot of work!
No, I’m fine thanks.
Thanks for offering but it’s OK.
I think I can manage, thanks.
That’s kind of you, but I can handle it.
I’m afraid that could be a little difficult to achieve.

BEING NEUTRAL

I confess I wouldn’t have done the same.

Trained Examples
I should have taken a different approach.
I’ve never thought of it in that way before.
I partially agree with you on the need for additional research.
I wasn’t around when it happened.
Let me sleep on it and I’ll get back to you as soon as I can.
I don’t know what happened or why she left the company.
It’s probably just gossip. You know how those things get started.
That might be true, but I don’t have an answer for you right now.
That’s something we never thought about.
We may need some more time to think it through more carefully.
I’m not in a position to give you an affirmative answer today.
Could I get back to you sometime next week?
That’s something we’ve never thought about.
I have to confess I wouldn’t have done the same.
You would be better off avoiding that subject. It’s a bit delicate.
I’m afraid I can’t.
I’m not entirely sure I agree with you on that.
Perhaps it is better to focus on something else.
That is not something we speak about.
How about you? What are your thoughts?
Can I contact you again next week to give you an update?
I must confess I wasn’t prepared to help you today. I may have to think about it.
There are a few weaknesses I have noticed over the past week.
I am not sure that is the best deal.
I’d like to focus on our objective which is to maintain our lead time for this delivery.
Could we get back to the subject of our meeting today?
I don’t know what happened
I don’t think it’s like that. Let me find out more.
I’m afraid I can’t answer that right now.
I have no comment.
Your opinion is probably in the minority, because most people seem to think that he was a great man.
Well, he is certainly popular with a lot of people. There must be a reason for this.
I never heard that.
I hadn’t noticed that he is grumpy.
I unfortunately have some bad news today.
I regret to inform you that…
I don’t know what to say.
I’m not sure.
You really should try some of the French cuisine. I think that you’ll like it.
French cuisine is probably a little different to what you are used to eating.
Do you mind if we change the topic?
I’m not sure I feel comfortable with this topic.
I don’t know if I am free that evening, I will have to check with my husband.
I confess, I am really busy at the moment, Perhaps another time?
Would you mind if we changed the subject?
I don’t feel comfortable talking about that right now.
I do not fully agree with this point.
I don’t quite share the same opinion

ENDING A DISCUSSION

TIME

I really must go now.

Trained Examples
I’m running late. Could we leave this until later?
Sorry but I have to leave.
I didn’t realize what time it was. I must get going.
I’m sorry, but I don’t have the time right now
I really must go now, so we will have to leave it there.
It was really nice talking to you, but I have to go now. I just don’t want to be late for this meeting.
I’m sorry, but I really must go now.
Sorry to cut you short, but I must go now,
Is that the time already? I really must go now.
I must rush! Goodbye!
Oh dear, is that the time? I must run!
Something has come up and I must take care of it immediately.
Gosh, I hadn’t seen the time. I really must fly!
I am so pleased to see you but it is a bad time for me now.

THANKS

Thank you for your warm welcome.

Trained Examples
Thanks for all your help.
I’m grateful for all you have done.
I really appreciate the help you have given me.
That covers everything so, once again, thank you.
You don’t know how much you have helped me with this problem.
Oh thanks so much, I couldn’t have done it without you.

NICE

It was nice meeting you.

Trained Examples
It was lovely speaking to you.
I’m glad we had the opportunity to meet.
I really enjoyed meeting you today.
Well, we certainly have covered a lot of ground today.
It was great to ‘catch up’. We must do it again soon.
It was lovely speaking to you, but I really must run!
It was nice meeting you. I look forward to our next meeting.

NEXT TIME

I’ll give you a ring once I’ve arrived.

Trained Examples
So let’s meet again next month and we can see the status of the project.
I’ll see you on the sixteenth and we can discuss the forecast at that time.
I’ll see you on the sixteenth and we can discuss the forecast then.
I look forward to meeting you again. I’ll be in touch again soon.
Something’s come up and I must take care of it immediately.
It was not at all what I expected.
I hope we can work together again in the future.
Let me call you back later.
Feel free to come and see me anytime.
Would you like me to call you back later?
We’ll have to do this again.
I have another meeting now. I will get back to you with my answer.
That sounds like a good idea and it gives us something to build on.
I really enjoyed meeting you today and I hope we can meet again.
I really enjoyed meeting you and chatting with you today. Unfortunately, I just realized that I am late for a meeting
with my boss! I am very sorry, but I have to go now.
I have certainly enjoyed our chat, but unfortunately, my boss is calling and I need to go to a meeting with him. Let’s
continue this discussion later.
I really enjoyed meeting you and it has been a pleasure speaking with you, but I have to get to this meeting.
Maybe we can catch up more later?

STAY IN TOUCH

Let me give you my email address and let’s stay in touch.
Here’s my card.

INTERVIEWER RELATIONS

CONTENTS TABLE INTERVIEWER RELATIONS

INTERVIEWING
BEING INTERVIEWED

---

BEING INTERVIEWED

YOUR CURRENT POST

“Certainly, what would you like to know?”

NO CURRENT POST

At present I am looking for work.

I am currently between jobs.I have been in the business for the past 15 years.
My most recent experience has been in Dubai.
At present I am looking for work as my factory closed down.

CURRENT POST

I’m looking for a bigger challenge.

Trained Examples
I’m looking for opportunities to my career.
I’m looking to widen the breadth of my experience.
What I’m looking for now is a fresh start.
When I graduated from college, I was immediately recruited by the ABC Company.
I’ve been there for the past 4 years and I have learned a great deal.
I found myself bored with the work and looking for more challenges.
There isn’t room for growth with my current employer and I’m ready to move on to a new challenge.
One reason I enjoy this business is the challenge.
In my last job I felt underused.
I’m happy in my current position however I’m looking for a new challenge.

CHANGE OF DIRECTION

This position seemed to be an excellent match for my skills and experience.

I’ve decided that I’d like to change my career direction.

DESCRIPTION AND HISTORY

I’m responsible for direct sales and merchandising.

I manage a team of 5 people handling the raw material files.
I’ve worked at this company six years as a Research and Development Engineer.
I’ve been there for the past 8 years and I have advanced to management.
When I graduated from college, I worked in the cosmetics/women’s clothing industry.

YOUR PAST POSTS

“Tell me about your previous work experience.”

QUESTIONS

Why did you leave your last job?

Trained Examples
Could you tell me why you studied administration, but you are now looking for a job as a buyer?
I see that you have changed jobs a lot in the past. Why was that?
What did you like or dislike about your previous job?
Can you explain to me in a few words your past positions?
I see that you have changed jobs a lot in the past. Why is this?
Can we contact your previous employer to ask them a few questions?
How did you get your last job?
What have you learned in each of your previous jobs?

ANSWERS

I was responsible for key customer accounts.

Trained Examples
I have worked with many different companies.
I gained experience and learnt how to delegate.
The job was extremely fulfilling.
I got very good performance ratings during my time there.
My previous post was as training manager.
I received two promotions and then I was contacted for a position at the XYZ Company.
I was laid-off from my last position when our department was restructured.

I’m interested in knowing more about your position you had as a lawyer in Paris.
If I were to compare my previous position to my current one, I would say that in this position I have more flexibility.
By the time I was thirty, I had held many different jobs.
My main responsibilities were training and admin.
I worked there for nine years.

YOUR STRENGTHS

“I’m very flexible, tolerant and work well under pressure.”

QUESTIONS
What do you excel in?
What do your colleagues appreciate about you?
We need someone who can speak easily on the phone in English. Is this something you can do?
Describe what you do best.
What are your best qualities when working in a team?
We’d like to know what you think are your best qualities?
Can you us tell what your strengths are?
We need someone who works well under pressure. Is this one of your strengths?
Why do you think you will fit in with our team?
In your opinion, what do you have that the other candidates we are seeing don’t?
Are you able to give us two or three good points about your personality?

ANSWERS

My real strength is my reactivity.

Trained Examples
I solved this particular problem by a mixture of experience and intuition.
I have excellent communication skills.
I’m very flexible, tolerant and work well under pressure.
When I’m working on a project, I don’t want just to meet deadlines; rather, I prefer to complete the project well ahead of schedule.
My time management skills are excellent and I’m organized, efficient, and take pride in excelling at my work.
I pride myself on my customer service skills and my ability to resolve what could be difficult situations.
I am hardworking.
I am a team player.
I like to work under pressure.
I have a teenage daughter, and according to her, I don’t have any.
Others have described me as attentive, competitive and quick witted.
I see myself as responsible, passionate and cooperative.
I would consider myself flexible, bright and reactive.
I have excellent organisation and communication skills.
I’m a very enthusiastic person and this helps to motivate my team.
I’m good at dealing with conflict and people often ask for my advice.
I stay calm in a crisis or under stress. In fact, I work better under stress and it gets my adrenalin going.
What do you have that the other candidates we are seeing don’t have?
What do you excel at?
When I’m working on a project, I don’t want to just meet deadlines. Rather, I prefer to complete the project well ahead of schedule.
I see myself as a hands-on sort of person.
I have excellent communication skills which I have been complimented on.
I am a good team player.
I’m very persevering and refuse to give up until I’m satisfied with the job.
I am certainly a team player and I enjoy working in a team.
I am a people person. I enjoy bouncing ideas off the team and the synergy there is from working together.

YOUR WEAKNESSES

“I’ve learned to make my perfectionism work to my advantage.”

QUESTIONS

What would you say are the most annoying things about you?

What sort of person do you find difficult to work with?
If you could improve something about yourself, what would it be?
What has been your biggest failure?
Everyone has some kind of fault. What would other people say your faults are?
What sort of people do you find difficult to work with?

ANSWERS
I’ve learned to make my perfectionism work to my advantage.
I used to like to work on one project at a time, but I’ve since learned to balance work on several projects.
I like to make sure that my work is perfect, so I tend to spend time checking it.
Being organized wasn’t my strongest point until I decided to make it a priority.
I used to do things at the last minute, but I now realize that scheduling in advance makes much more sense.
Sometimes, I spend more time than necessary on a task.
I sometimes take on tasks that could easily be delegated.
I can get bored working on my own. So I’m looking for a job with a lot of contact.
I can get frustrated if I’m micro-managed and I enjoy independence and flexibility.
In the past I used to make up my mind very quickly, but now I remind myself to weigh up the pros and cons before making any decision.
I prefer working alone but I have adapted to working in a team too.
I realise I’m sometimes unclear about my expectations but I now try to reformulate my ideas to avoid this.
I wasn’t very communicative in the past, but I’ve tried to change that by having more meetings and social contact with the team.
I tend to get stressed or overwhelmed when I’m very busy, so I’m doing a time management course to manage this better.
I find it hard to delegate sometimes, but I am learning to do so thanks to my team.

YOUR ASPIRATIONS

“My objective is to secure a top level job in IT within five years’ time.”

QUESTIONS

Where do you see yourself in five years time?

Trained Examples
How do we know that you’ll stick with this new direction?
To what extent are your personal circumstances impacting on your desire to change career?
Do you want to change career because you are disillusioned with your old one?
Given your background, why have you decided to change career?
This is a very challenging role. Are you sure you want to take this on at this stage in your career?
Would you be interested in managing a team rather than just being a member?
How would you feel about working at our U.K. subsidiary?
What would you like to be earning in two years’ time?
Do you plan to have children?
How long do you plan to stay in this job?
What is a typical career path in your organisation for someone with my skills and experiences?
This is a challenging role. Are you sure you want to take this on at this stage in your career?
Should I write an email or call you by phone?

ANSWERS

I’m interested in a job with more responsibility.

Trained Examples
If you were to offer me the job I would have no hesitation accepting.
I would like to see myself in a post of responsibility.
Short term, I am looking to be better at my job and to improve my prospects for promotion.
My long-term goals involve growing with a company where I can continue to learn.
Medium term I am aiming to take on additional responsibilities, and contribute as much value as I can.
I see myself as a top performing employee in a well-established organization, like this one.
I plan on enhancing my skills and continuing my involvement in professional associations.
Once I gain additional experience, I would like to move on from a technical position to management.
I’m looking for a bigger challenge and to grow in my career.
I’m looking for a bigger challenge and to grow my career.
In the medium term I am aiming to take on additional responsibilities, and contribute as much value as I can.
I am interested in evolving in my current position.
I am very excited about the possibility of working for this company.
My objective is to secure a top level job in IT within five years’ time.
My plan is to purchase a house by the end of 2019.
I would like to develop new skills and maybe start managing a small team.
I’m interested in working with a team, having mutual goals and developing the company together.
I’m keen to get more involved with projects and managing them even.
I really feel I have a significant part to play in the company and would really add value to it!
I’d like to be on the board, become a key player both in terms of decisons and future projects.
I’d like to stay in touch and follow-up in a week or two to see where I stand.

ANSWERING

I’m interested in a new challenge and an opportunity to use my skills in a new environment.

Everybody’s been very helpful and considerate.
I’m sure that with my experience and the training you are offering, I would be a valuable asset to this company very quickly.
I am available immediately.
When I saw it advertised, I thought it would really suit me.
It offers me the opportunity to exploit my skills in this area.
I am very proud of what I was able to do.
I’m relocating to this area due to family circumstances.
I am interested in a job with more responsibility.
I am ready for a new challenge.
I am seeking a position with a stable company with room for growth and opportunity for advancement.
I’d prefer to be closer to home.
It sounds like an exciting opportunity.
I consider it an ideal match with my qualifications.
I couldn’t agree more with you.
I think that would really suit me. I am very interested.
I would need to give a month’s notice to my current employer.
I feel my experience and personality really fit your requirements.
I’m not sure exactly how to answer that.
I am interested in the company as it is a leader in terms of professionalism and quality.
I am extremely interested in integrating such an innovative company.
I needed a change and a chance to keep growing.
I am worried that I am too old now to find work.
I am de-motivated today because of my work situation.
I’m interested in knowing what the next step in the process is and when you will be making a decision, so that I can follow-up

ANSWERING PAST

An example of a difficult decision I had to make was just last month.

Trained Examples
I worked there for fifteen months.
I took some continuing education classes and seminars.
I spent time being a stay-at-home dad and volunteering at my daughter’s school.
I accomplished a great deal in my time with the company.
I left my last position in order to spend more time with my family.
was commuting to the city and spending too much time travelling.
To be honest, I wasn’t considering a move, but, I saw this job posting and was intrigued by the position and the company.
This position seemed like an excellent match for my skills and experience.
I was not able to fully utilize my skill set in my last job.
The company was cutting back and, unfortunately, my job was one of those eliminated.
My university results weren’t very good. Let me explian.
I wasn’t able to fully utilize my skillset in my last job.
I became interested in this subject when I was at school.
I spent time studying in Montpellier and Marseille.
I was there a long time, it was time to learn some new skills.
I didn’t feel comfortable with the new management style following the merger.

ASKING

I’d like to ask you about the structure of the company.

Trained Examples
What is the organisation’s culture?
What do you think I can bring to this company to add value?
How do you see someone new benefiting the company?
What are the company’s long and short-term goals?
What do you think gives this company an edge over its competitors?
What is the work environment like?
What are the most important issues that you think your organisation will face?
Which technologies do you see the company adopting over the next few years?
Which direction is your company moving in?
What are the most important skills for the job?
What would I have to accomplish in this job to be considered first-rate?
What would my first project be, if I’m recruited?
What exactly are the job responsibilities?
Who will I report to?
How much of my time would be spent on administration?
Are continuing education and professional training important to the company?
In what way is performance measured and reviewed?
What are the opportunities for training and professional development?
Who in the company would review my performance?
How is training organised?
What would you expect me to have achieved in the first six months?
What type of salary growth and promotion opportunities does this position and the company offer?
If I’m as successful in this position as I should be, what might I be doing after a year? After two years?
When can I expect to hear from you?
When are you looking for your new employee to start?
What’s the next step in your recruitment process?
How will you contact me?
What is the ideal profile you are looking for?
How would you describe the responsibilities of the position?
Is this a new position? If not, what did the previous employee go on to do?
What is the company’s management style?
Who does this position report to? If I am offered the position, can I meet her?
How many people work in this department?
How much travel is expected?
Is relocation a possibility?
Is overtime expected?
What do you like about working here?
What are the prospects for growth and advancement?
What don’t you like about working here and what would you change?
Would you like a list of references?
If I am extended a job offer, how soon would you like me to start?
Can you please tell me how the role relates to the overall structure of the organisation?
What are the members of the team like?
Who are the key decision makers in the organisation?
Exactly how long is the contract?
What style of management is the team used to?
When do you hope for this project to start?
What kind of budget would I be running for a team?
I saw on your web site that you sell to European countries. Do you have plans to sell worldwide?
What kind of training would I get initially?
How will my performance be measured?
Will there be any opportunities to work in your overseas offices?
How many people are you looking for at this point in time?
How quickly are you looking to take someone on for this role?
What is your policy on staff development?
What criteria will be used to judge my suitability for promotion?
What kind of budget would I be running for the team?
When do you hope to start this project?
Do most people stay working after their normal office hours or do they always leave on time?
Can you please tell me if I will have to do much business travel?
Would you tell me more about the department I will be working in?
Can you tell me about any health care benefits?
Can you tell me more about the employee package?
What else do I need to know about the job?
I’d like to stay in touch and follow-up in a week or two to see where I stand. Should I write an email or call you by phone?

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INTERVIEWING

GREETING APPLICANTS

Will you please come in?

Trained Examples
Can you come in, please?
Good morning. It’s Mr. Fredericks, isn’t it?
Come in and take a seat, please.
Do come in, please sit down.
Good to see you, thanks for coming to the interview today.
How do you do. I’m pleased to meet you.
Let me introduce you to the interview panel.
On my left is Sandy Beckman who is in charge of Finance here.
On my right is Elisabetta Fabrizio, responsible for R&D.
He’s the head of the IT department.
She would be your line manager.
I’m Hans Siegal and I’m Human Resources Manager in the company.
You spoke to her on the telephone.
It was me you spoke to on the phone last week.
Hi, I’m Jason Bates and I’ll be interviewing you today.
On the panel with me today are a number of people.
How are you today?
Isn’t this awful weather we’re having? I hope you weren’t delayed.
Please take off your overcoat. Make yourself comfortable.
Let me take your coat.
Did you have any problems finding us?
Any problems with your journey?
How was your journey?
You found your way all right then?
I trust we haven’t kept you waiting too long.
Have you had a coffee?
Would you like something to drink before we start?
As you know this is the final interview after the preliminary and follow-up interviews you had last month.
Don’t be nervous, this interview gives us the chance to get to know you and for you to get to know us.
What do you know about our company?
My colleague Ahmed is going to sit in, if you’ve no objection.

PRESENTING THE POSITION

“What do you know about our company?”

Trained Examples
Before we go into detail, maybe a general introduction would be useful.
What do you know about our company?
Before we begin, I’d like to start by giving you some background.
Let me first of all tell you a little about our company.
I’d like to tell you a little about the position you are applying for.
First of all, I’m going to tell you what you can expect today.
The interview will last about an hour.
After we finish the formal interview we’ll do a site tour.
I’m sorry to have kept you waiting but we’re overrunning a little.
Let’s begin by telling you a little about the history of the firm.
I’ll begin by asking you to introduce yourself to the panel.
Shall we start by running over your resume?
We’ve got a lot of people to see today, so let’s begin.
We’ve got copies of your CV in front of us.
Okay then, let’s get started.
You are applying for the vacancy we have for a developer. Isn’t that right?
One of your main tasks will be cost control.
Don’t you think you are over-qualified for this job?
We are interviewing a number of candidates today for this position.

FOCUSSING ON ACHIEVEMENTS

“What did you learn from your experience at Zandos?”

Trained Examples
Can we just confirm your full name, please?
So, you are responsible for 300 people?
So, you have to work abroad a lot?
Let’s just run through your CV together.
I’d just like to ask you a few questions about your past experience.
What were your favourite subjects at school?
How long have you lived in that part of the world?
Why did you choose to do law?
What was your least favourite subject and why?
What are your best memories of college?
I see you have Indian nationality.
Why did you move from Marketing to Sales?
There is a gap between your jobs. What were you doing?
What did you learn from your experience at Zandos?
What were your main duties and responsibilities at Persing?
What other qualifications or training have you had since then?
What are your main hobbies and interests away from work?
Why did you choose to go to that particular university?
What would you say were the main things you gained from your education?
Do you think it’s important to have outside interests?
Tell me about your work experience in BioTech.
What in-company training have you had?

What benefit did you get from doing this qualification?
Can you tell me a little bit about your last job?
You previously worked at ABC. What was it like?
What are you most proud of?
What were your biggest achievements ?
How would you rate your progress so far?
I see that you have worked in the UK.
Did you enjoy studying there?
What skills are you most proud of and why?

DESCRIBE QUESTIONS

I see you play the harp. Tell me why you like it.

Trained Examples
Explain to us what you gain from this activity.
Tell us what in-house training you’ve had.
Tell me about this course you took in Batik.
Tell me about yourself.
Describe a project that you have managed.
Describe a situation in which your work was criticised.
Tell me about a time when you had to deal with a difficult team member.
Tell me about a time when you failed to achieve your goals.

EXPLORING BEHAVIOURS

“Why should we hire you?”

Trained Examples
What sort of problems did you deal with on a day-to-do basis?
What sort of stuff do you deal with from day to day?
What were your expectations for this job and to what extent were they met?
What is your biggest accomplishment in this position?
What was your biggest failure in this position?
Do you have to produce any reports?
Did you ever attend meetings?
What’s your current salary?
Would you like to describe a typical week.
What did you like about your last job?
What do you dislike about your present job?
How did you handle stress or pressure?
What do you find the most difficult decisions to make?
What else can you bring to this company?
Do you prefer to work alone or in a group?
Describe how you motivate your staff or fellow team members.
What do you like best about your current position at the company?
What are your main responsibilities in your current position?
Can you please tell me what you are in charge of?
Why do you want to leave your current job?
What’s a typical day for you?
What are the different tasks you are responsible for?
What else does your job involve besides what’s on your CV?
We would like to know more about your current job.
Who do you report to directly?
How would you describe your time management skills?
You said that your last job was stressful. Is this because you find it hard to work under pressure?
What makes you lose your temper?
Would you say that you’re reliable?
Are you an organized person?
What’s your absenteeism and sickness record like?
How are you with new technology?
How do you respond to change?
What software packages are you familiar with?
How would your team describe you?
In your last appraisal, what was said about your performance?
Have you ever had to give someone negative feedback? How did it go?
How have you changed in the last ten years?

EXPLORING MOTIVATIONS

“You had a very good job at ABC. Why did you leave?”

Trained Examples
Why did you choose this company, yourself?
May I ask you what it is that you enjoy about working for this company?
You have recently introduced a new product. How will this benefit the organisation?
What are the most enjoyable and the least enjoyable aspects of the role?
How do you monitor progress?
May I contact you if I have other questions?
Would you ever break the rules to get a job done?
Where would we like to be two years from now?
You’ve been working for yourself for some time now. Why do you want to work for someone else again?
What motivates you?
Tell me something interesting about yourself.
Do you mind travelling?
Did you have any regrets?
Are you interested in evolving your current position?

CLOSING THE INTERVIEW

“If we were to offer you the job, would you accept?”

Trained Examples
How should I contact you?
We were very impressed and want to offer you the job.
We’d like to offer you the job. When can you start?
Are you still interested in this position?
Is there any other information I can provide to convince you I’m right for the job?
Is there anything else you would like to ask?
When will you be contacting me?
May I ask how long before you make your decision?
I’ve been very impressed with the company and the people I’ve met today.
From what you’ve told me and from what I already know, I feel certain that I have the right mix of experience and education to be successful in this position.
I’m sure this role would be very challenging and exciting.
You’ll be interested in knowing what the next step in the process is and when you’ll be informed about our decision, which won’t take too long.
Thanks for coming today.
I hope your journey back is okay.
It’s been a pleasure to meet you.
In the final analysis, it is the best candidate who is chosen.
Thanks for your consideration.
I’d like you to stay in touch so that we can follow up in a week or two to see where we all stand. If you wish to email or call, you are welcome to do so.
May I ask how long it will be before you make your decision?
Thank-you for giving me this opportunity to speak with you today.
That brings us to the end of the interview.
I’d like to thank you for taking the time to come to see us today.
We will be contacting you in due course.
You will be notified of a call-back.
We will give you a call next week to inform you of our decision.
Many thanks for your time this morning

FOLLOWING UP AND FEEDBACK

Can I ask if you have an idea when you’ll make a decision?

Trained Examples
There is a 3 month notice period
We are sorry to inform you that your application has not been successful.
We are not in a position to offer you the job of HR Director of the European Division.
Thank you for your interest in the position of sales assistant.
We realise this will be a disappointment, but warmly encourage you to keep in contact, should there be future
openings in the department.
You resume shows very clearly why you would be interested in becoming a management trainee with our company.
However, we are looking for someone with more financial experience.
The positions currently open have been staffed with people whose qualifications match those requirements.
We recommend that you contact the Chamber of Commerce, who are well placed to help someone with your
profile.
We will be keeping your details.
We have your resume on file, and will consider you for future openings.

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WRITTEN RELATIONS

CONTENTS TABLE WRITTEN RELATIONS

REPLY TO AN INQUIRY

ACKNOWLEDGING RECEIPT OF AN ENQUIRY:

Thank you for your letter regarding / concerning / in connection with…

Trained Examples
I refer to your enquiry about / relating to…
I have received your letter of … requesting information about …

MAKING SUGGESTIONS:

The best choice would be …

Trained Examples
I highly recommend that…
Perhaps you should choose…
I suggest that you choose …
I recommend this item since…
I would strongly recommend…

APOLOGISING AND REJECTING PROPOSALS:

Unfortunately I can’t…

Trained Examples
It will not be possible to…
I am very sorry to say that…
We are concerned that…

ESTABLISHING GOODWILL:

I hope this information will be useful to you.

Trained Examples
I hope this information will prove useful to you.
I look forward to hearing from you.
I look forward to receiving your confirmation of …
I look forward to doing business with your company in the future…
Please do not hesitate to contact me if I can be of further assistance.

REQUEST PAYMENTS

// Explained: Requests for payments need to be:

SHORT AND FRIENDLY

Would you please
Please could you
May I remind you that
Please kindly send

MORE DIRECT AND LESS CORDIAL

Please arrange to send the information [timescale]

If you have any question, queries, please don’t hesitate

DEMAND FOR ACTION

We have to remind yet again that we are still awaiting the information
If we don’t receive this information … we will forced to you

Red Letter - Final Request

We have written to you on several occasions without a response and as a consequence
your data cannot be included in the report/ will not be considered

Trained Examples
the report is due
your data is overdue

OBJECTIVE LANGUAGE - PASSIVE

the information is required ASAP

ACTIVE - MORE PERSONAL >
We need the information urgently
We can’t finish the report without it.

REMINDERS

This is to remind you that above invoice is still unpaid.

We would appreciate if you cleared your account within the next days.

Trained Examples
Please send your payment promptly.
According to our records, we have not yet received a remittance for above invoice.
The invoice is three weeks overdue.
If you have already sent your payment, please disregard this letter.
If an invoice is not paid on time, we send our first reminder within ten days.
Payment was due 9 April but we didn’t receive it until 26 April.
May we remind you that your payment is overdue for three months.

Avoiding late payment: what steps can we take to avoid legal action

• agreeing to the price at the quoting stage, including any interest or charges for late payment,
  
• making sure payment terms are clear and potentially offering first time or one off clients a shorter payment term,
  
• always invoice on time

Keep reminders short and friendly
Follow up with more direct
Demand payment within 7 days or threaten legal action
Demand for payment and state that legal proceedings will be started by a certain date

1. This is a reminder that your account balance of xxx was overdue as of xxx. Enclosed is a statement of account for your reference.
   Please arrange payment of this account today or, if you cannot make full payment at this time, please contact us to make a payment arrangement that is mutually acceptable.

2. We wrote to you recently reminding you of the outstanding amount of xxx, but it appears to remain unpaid. If you have any queries regarding its payment or if we can help you in any way please call.
   If not, please organise for settlement of this account immediately.
   If payment has recently been made, please accept our thanks and ignore this reminder.

3. We have recently sent you a number of letters to remind you that the balance of xxx was overdue.
   Payment of your account has now well exceeded our normal credit facility and we are not in the position to be able to allow this matter to continue unresolved indefinitely.
   Should you not have cleared your account by …, we will be forced to take legal action.

4. We are writing concerning the amount of xxx which was due to be paid on xxx and despite numerous requests for payment remains outstanding.
   If this account is not resolved by xxx we reserve the right to commence legal proceedings to recover the debt without further notice to you

FINAL DEMANDS

Should you not have cleared your account by …, we will be forced to take legal action.

Trained Examples
If you have not settled your account by …, we will have to place this matter in the hands of our lawyers.
Unless we receive full payment by …, we will have to instruct our lawyers to recover the amount due.