of 37
8/14/2019 Ame Office
1/37
American Master
Office
ContentGREETING AND INTRODUCTION ................................................................................................................................................... 6
Morning Greeting ................................................................................................................................................................ ............ 6Feeling Better Today................................................................................................................................................................ ...... 6Long Time No See ................................................................................................................................................................ .......... 6With A New Employee................................................................................................................................................................ .... 6Directions To The Supply Shop .................................................................................................................................................... 6With The General Manager ........................................................................................................................................................... 6
Directions To The Copy Room...................................................................................................................................................... 6Directions To The Lunch Room .................................................................................................................................................... 6Directions To Ones Office ............................................................................................................................................................. 6Directions To A Bank................................................................................................................................................................ ...... 6Asking For A Phone Number......................................................................................................................................................... 6Getting A Phone Number............................................................................................................................................................... 6Asking For A Clients Information ................................................................................................................................................. 7Asking For A Client's Address ....................................................................................................................................................... 7Farewell Before Christmas ............................................................................................................................................................ 7Ending A Conversation .................................................................................................................................................................. 7Saying Goodbye.............................................................................................................................................................................. 7Finishing A Conversation ............................................................................................................................................................... 7Ending A Sales Talk ................................................................................................................................................................ ....... 7Asking About Deadlines ................................................................................................................................................................. 7Asking For A Book Returned......................................................................................................................................................... 7Something To Be Finished ............................................................................................................................................................ 7Asking About A Schedule .............................................................................................................................................................. 8Confirming A Schedule .................................................................................................................................................................. 8Lunch Invitation ............................................................................................................................................................................... 8Self - Introduction................................................................................................................................................................ ............ 8Meeting A New Boss ................................................................................................................................................................ ...... 8Introducing Two New People ........................................................................................................................................................ 8Asking About An Accent ................................................................................................................................................................ 8Discussing A New Manager .......................................................................................................................................................... 8Trying To Get Adjusted .................................................................................................................................................................. 8A Farewell Before Retiring ............................................................................................................................................................. 9Asking For A Fax Number ............................................................................................................................................................. 9Introducing The Company ............................................................................................................................................................. 9
MAKING APPOINTMENTS ................................................................................................................................................................. 9Calling A Group Meeting................................................................................................................................................................ 9Appointment With A Client............................................................................................................................................................. 9Bosses' Meeting.............................................................................................................................................................................. 9Scheduling An Interview ................................................................................................................................................................ 9
A Last Minute Appointment ........................................................................................................................................................... 9Delaying An Appointment ............................................................................................................................................................ 10Secretary Schedules A Meeting.................................................................................................................................................. 10Meeting A Book Keeper ............................................................................................................................................................... 10Making A Sales Appointment ...................................................................................................................................................... 10Training Appointment ................................................................................................................................................................ ... 10Next Week's Meeting................................................................................................................................................................ .... 10Setting Up A Lunch Appointment................................................................................................................................................ 10Arranging A Group Meeting ......................................................................................................................................................... 10A Mandatory Meeting ................................................................................................................................................................ ... 10Setting Up A Staff Meeting .......................................................................................................................................................... 11A Maintenance Appointment ....................................................................................................................................................... 11Fax Machine Maintenance........................................................................................................................................................... 11A Recruitment Appointment......................................................................................................................................................... 11Reviewing Employment Contract................................................................................................................................................ 11Scheduling Boss's Meeting.......................................................................................................................................................... 11A Meeting About Bonuses ........................................................................................................................................................... 11
An Office Party .............................................................................................................................................................................. 11A Job-seeking Interview ............................................................................................................................................................... 11A Job-seeking Appointment......................................................................................................................................................... 11Meeting With An Accountant ....................................................................................................................................................... 12Schedule Ahead............................................................................................................................................................................ 12Picking Up A Client ................................................................................................................................................................ ....... 12Farewell Party Invitation............................................................................................................................................................... 12Scheduling For Your Boss ........................................................................................................................................................... 12Buying Office Equipment ............................................................................................................................................................. 12Arranging A Budget Discussion .................................................................................................................................................. 12Setting Up A Birthday Party ......................................................................................................................................................... 12Meeting Your Assistant ................................................................................................................................................................ 13
8/14/2019 Ame Office
2/37
American Master
Office
MAKING REQUESTS ................................................................................................................................................................ ........ 13Asking For Help With A Meeting ................................................................................................................................................. 13Requesting Some Data ................................................................................................................................................................ 13A No-smoking Warning ................................................................................................................................................................ 13Asking Someone To Wait ............................................................................................................................................................ 13Asking For Files Returned ........................................................................................................................................................... 13Dealing With An Interruption ....................................................................................................................................................... 13Ordering Stationary................................................................................................................................................................ ....... 13
Getting A Take-out Lunch ............................................................................................................................................................ 13Asking For A Re-calculation ........................................................................................................................................................ 13Insisting On A Change ................................................................................................................................................................. 14Reminding A Co-worker ............................................................................................................................................................... 14Getting New Equipment ............................................................................................................................................................... 14Passing Along A Request ............................................................................................................................................................ 14Reviewing New Resumes............................................................................................................................................................ 14A Waiting A Signature ................................................................................................................................................................ .. 14Arranging Overtime................................................................................................................................................................ ....... 14Approving A New Purchase......................................................................................................................................................... 14Asking A Co-worker For Help...................................................................................................................................................... 14Preparing For Sales Meeting....................................................................................................................................................... 14Co-signing An Approval Sheet .................................................................................................................................................... 15Requesting A Phone Number...................................................................................................................................................... 15Re-writing A Job............................................................................................................................................................................ 15Problems With Samples............................................................................................................................................................... 15A Recommendation Letter ........................................................................................................................................................... 15
Leaving A Little Early................................................................................................................................................................ .... 15Looking Over Some Letters......................................................................................................................................................... 15Reminding About Tax Forms....................................................................................................................................................... 15Making Early Reservation ............................................................................................................................................................ 15Giving A Help Hand ................................................................................................................................................................ ...... 15Getting A New Computer ............................................................................................................................................................. 16Clarifying Final Details................................................................................................................................................................ .. 16Last Minute Details ................................................................................................................................................................ ....... 16
CUSTOMER SERVICE................................................................................................................................................................ ...... 16An Angry Customer ................................................................................................................................................................ ...... 16A Job Well Done ................................................................................................................................................................ ........... 16Checking An Account ................................................................................................................................................................ ... 16Tracking Down An Order ............................................................................................................................................................. 16Complaining To The Boss ........................................................................................................................................................... 16Product Upgrade ................................................................................................................................................................ ........... 17Uncertain About An Answer ........................................................................................................................................................ 17
Positive Feedback................................................................................................................................................................ ........ 17
Re-issuing A Statement ............................................................................................................................................................... 17With An Impatient Customer ....................................................................................................................................................... 17Visiting A Customer ................................................................................................................................................................ ...... 17With An Angry Customer ............................................................................................................................................................. 17With An Angry Client ................................................................................................................................................................ .... 17With A Very Upset Customer ...................................................................................................................................................... 18Handling A Problem................................................................................................................................................................ ...... 18Explaining To A Customer ........................................................................................................................................................... 18Put On Hold For Too Long........................................................................................................................................................... 18A Disappointed Client................................................................................................................................................................ ... 18An Irate Customer................................................................................................................................................................ ......... 18Discussing An Ad's Music............................................................................................................................................................ 18Explaining A Delay................................................................................................................................................................ ........ 18Praise For Winning A Case ......................................................................................................................................................... 19An Angry New Customer ............................................................................................................................................................. 19After Helping A Customer ............................................................................................................................................................ 19
A Successful Restaurant Ad........................................................................................................................................................ 19Unable To Answer A Customer .................................................................................................................................................. 19A Good Office Space Design ...................................................................................................................................................... 19Asking About A Refund ................................................................................................................................................................ 19Impressive Feedback ................................................................................................................................................................ ... 19A Compliment After Service ........................................................................................................................................................ 19A List Of Complaints ................................................................................................................................................................ ..... 20Receiving A Compliment Letter .................................................................................................................................................. 20Helping Out A Customer.............................................................................................................................................................. 20Clarifying Personal Data .............................................................................................................................................................. 20Reassuring Service................................................................................................................................................................ ....... 20An Appreciation Phone-call ......................................................................................................................................................... 20
8/14/2019 Ame Office
3/37
American Master
Office
COFFEE BREAK ................................................................................................................................................................................ 20Congratulations On Promotion.................................................................................................................................................... 20Talking About Sports ................................................................................................................................................................ .... 20Talking About A New-born Baby ................................................................................................................................................. 20Talking About Child................................................................................................................................................................ ....... 21Talking About Vacation ................................................................................................................................................................ 21Talking About Work Load ............................................................................................................................................................ 21Getting Married.............................................................................................................................................................................. 21
Chatting With A New Employee .................................................................................................................................................. 21Chatting About Sports ................................................................................................................................................................ .. 21Complaining About Work ............................................................................................................................................................. 21Sports Talk..................................................................................................................................................................................... 21Chatting About Child................................................................................................................................................................ ..... 21Getting A Promotion ................................................................................................................................................................ ..... 21Back From Vacation ................................................................................................................................................................ ..... 21A New Exercise Class ................................................................................................................................................................ .. 22First Day Of School................................................................................................................................................................ ....... 22Trouble With Computer ................................................................................................................................................................ 22Complaining About Overtime ...................................................................................................................................................... 22Chatting With A Newly Wed ........................................................................................................................................................ 22Chatting About A New Restaurant.............................................................................................................................................. 22Inviting For A Cup Of Coffee ....................................................................................................................................................... 22Offering A Cup Of Tea................................................................................................................................................................ .. 22Talking About Appearance .......................................................................................................................................................... 22Talking About A New Pet ............................................................................................................................................................. 23
A Newly Received Award............................................................................................................................................................. 23Birthday Party Invitation ............................................................................................................................................................... 23
PITCH AND PRESENTATION.......................................................................................................................................................... 23A Strategy Presentation ............................................................................................................................................................... 23Time Schedule Presentation ....................................................................................................................................................... 23Presentation A New Design......................................................................................................................................................... 23Presentation An Outlook .............................................................................................................................................................. 23Presenting A Story Board ............................................................................................................................................................ 23An Idea For Office Space ............................................................................................................................................................ 23Presenting A Design Idea ............................................................................................................................................................ 23Pitching An Old Idea................................................................................................................................................................ ..... 24Suggesting A New Layout ........................................................................................................................................................... 24A Suggestion On Sales ................................................................................................................................................................ 24Self-recommendation................................................................................................................................................................ ... 24Suggesting An Ad Plan ................................................................................................................................................................ 24Sharing An Idea ............................................................................................................................................................................ 24
Presenting A New Research....................................................................................................................................................... 24
A Secretary's Pitch................................................................................................................................................................ ........ 24Suggestions For An Intern ........................................................................................................................................................... 25Recommending A Design ............................................................................................................................................................ 25New Ideas From A Seminar ........................................................................................................................................................ 25Presenting An Office Outline ....................................................................................................................................................... 25Making A Complaint Together..................................................................................................................................................... 25Discrepancies On The Budget .................................................................................................................................................... 25Getting Support Signatures ......................................................................................................................................................... 25A Pitch For A Good Cause .......................................................................................................................................................... 25Making A Pitch To A Group ......................................................................................................................................................... 25Presenting An Operating Budget ................................................................................................................................................ 26Presenting A Tv Ad................................................................................................................................................................ ....... 26Pitching A Promotional Event ...................................................................................................................................................... 26Investment Suggestions............................................................................................................................................................... 26Market Targeting................................................................................................................................................................ ........... 26Making A Pitch For A Project ...................................................................................................................................................... 26
Presenting A Package Design .................................................................................................................................................... 26Promoting Yourself ................................................................................................................................................................ ....... 26Presenting A Yearly Projection ................................................................................................................................................... 27Presenting A New Strategy ......................................................................................................................................................... 27
DISCUSSING PROBLEMS .............................................................................................................................................................. 27Warning An Employee................................................................................................................................................................ .. 27Waiting On A Client ................................................................................................................................................................ ...... 27Criticism From Your Boss ............................................................................................................................................................ 27Sorting Out Problems ................................................................................................................................................................ ... 27A Persistent Sales Woman .......................................................................................................................................................... 27Criticizing An Employee ............................................................................................................................................................... 27Criticizing A Smoker ................................................................................................................................................................ ..... 27
8/14/2019 Ame Office
4/37
American Master
Office
Criticizing Lack Of Effort .............................................................................................................................................................. 28Arranging A Holiday Schedule .................................................................................................................................................... 28An Interview Problem ................................................................................................................................................................ ... 28Solving A Problem With Bonuses ............................................................................................................................................... 28A Snag In The Plans................................................................................................................................................................ ..... 28Who's Going To Lunch First ........................................................................................................................................................ 28Discussing Overtime Problems ................................................................................................................................................... 28Bonus Compaints................................................................................................................................................................ .......... 28
Discordance About A Secretary .................................................................................................................................................. 28Clarifying Some Tasks ................................................................................................................................................................. 29A Delayed Lunch Order................................................................................................................................................................ 29Advice On Client Relations .......................................................................................................................................................... 29Disagreeing On A Project ............................................................................................................................................................ 29Requesting Boss' Criticism .......................................................................................................................................................... 29Talking Too Long Of A Break ...................................................................................................................................................... 29Problems With Taking Credit....................................................................................................................................................... 29A Different Opinion ................................................................................................................................................................ ....... 29Angry Over A Change In Plans ................................................................................................................................................... 30Unveiling A Disagreement ........................................................................................................................................................... 30Bad File Organization................................................................................................................................................................ ... 30
ON THE TELEPHONE................................................................................................................................................................ ....... 30Calling For A Day Off ................................................................................................................................................................ ... 30Wrong Department ................................................................................................................................................................ ....... 30Lunch Invitation ............................................................................................................................................................................. 30Getting A Ride After Work ........................................................................................................................................................... 30
Inquiring About Progress ............................................................................................................................................................. 30Calling In Sick................................................................................................................................................................................ 30Getting Instructions................................................................................................................................................................ ....... 30Explanation For Being Late ......................................................................................................................................................... 31Calling Your Boss From Outside................................................................................................................................................. 31Reporting A Progress ................................................................................................................................................................ ... 31Good News Over The Phone ...................................................................................................................................................... 31Bad News Over The Phone......................................................................................................................................................... 31Asking About Some Old Files...................................................................................................................................................... 31Calling The President ................................................................................................................................................................ ... 31Calling A Mail Clerk ................................................................................................................................................................ ...... 31Calling A Supply Store ................................................................................................................................................................. 31Calling The Printers ................................................................................................................................................................ ...... 31Making A Rush Order................................................................................................................................................................ ... 32Asking For Typing Help................................................................................................................................................................ 32Calling A Contractor ................................................................................................................................................................ ..... 32
Calling The Finance Department................................................................................................................................................ 32
Speaking With An Angry Client ................................................................................................................................................... 32Making A Flight Arrangement...................................................................................................................................................... 32Rearranging A Flight................................................................................................................................................................ ..... 32Calling A Courier Service............................................................................................................................................................. 32Relating A Question................................................................................................................................................................ ...... 32Checking On A Delivery ............................................................................................................................................................... 32Making Hotel Reservations.......................................................................................................................................................... 33Confirming A Flight ................................................................................................................................................................ ....... 33Arranging A Car To The Airport .................................................................................................................................................. 33Arranging A Banquet ................................................................................................................................................................ .... 33Ordering Lunch ............................................................................................................................................................................. 33Good News To An Accountant.................................................................................................................................................... 33Relaying A Compliment................................................................................................................................................................ 33
FINALIZING THE DEAL................................................................................................................................................................ ..... 33Signing An Official Contract......................................................................................................................................................... 33Finalizing A Deal On The Phone................................................................................................................................................. 33
Contract Signing............................................................................................................................................................................ 34A Satisfied New Clients ................................................................................................................................................................ 34Closing A Contract................................................................................................................................................................ ........ 34A Marketing Research Company ................................................................................................................................................ 34Purchasing Copy Machines......................................................................................................................................................... 34With An Office Decorator ............................................................................................................................................................. 34With An Overseas Client .............................................................................................................................................................. 34About A Re-written Bid ................................................................................................................................................................. 34Approaching A Settlement ........................................................................................................................................................... 34A Happy New Client ................................................................................................................................................................ ..... 35Concluding An Agreement........................................................................................................................................................... 35With An Old Client ................................................................................................................................................................ ........ 35
8/14/2019 Ame Office
5/37
American Master
Office
Winding Up A Contract................................................................................................................................................................. 35Closing A Deal............................................................................................................................................................................... 35Let's Celebrate .............................................................................................................................................................................. 35An Employee Contract ................................................................................................................................................................. 35Finalizing An Interview ................................................................................................................................................................. 35Finalizing A Promotion ................................................................................................................................................................. 35Talking About A Finished Deal.................................................................................................................................................... 35An Unbelievable Deal................................................................................................................................................................ ... 36
Finalizing On An Airplane ............................................................................................................................................................ 36Signing The Revised Bid.............................................................................................................................................................. 36Final Revisions .............................................................................................................................................................................. 36A Few Last Questions ................................................................................................................................................................ .. 36Setting Up A Signing Date ........................................................................................................................................................... 36Revising A Contract................................................................................................................................................................ ...... 36Final Calculations................................................................................................................................................................ .......... 36Finalizing A Bid ............................................................................................................................................................................. 36Working Out An Agreement......................................................................................................................................................... 36Going Over An Agreement .......................................................................................................................................................... 37Clarifying A Detail ................................................................................................................................................................ ......... 37Reviewing A Corrected Contract................................................................................................................................................. 37A Sales Agreement................................................................................................................................................................ ....... 37Finalizing A Construction Deal .................................................................................................................................................... 37There's An Agreenment That Needs To Be Reviewed ............................................................................................................ 37
8/14/2019 Ame Office
6/37
American Master
Office
GREETING AND INTRODUCTION
Morning Greeting
A. Hi Jane. How are you doing this morning?
B. I'm allright, thanks. Just a little tired.
A. Late night?
B. Yeah. I got home around two.Feeling Better Today
A. Hello, Mr. Macmillan.B. Hi, Susan. How are you feeling today?A. Much better, thanks.
B. Glad to hear it.Long Time No See
A. Hi, Jim. How are you? I haven't seen you for a
while.
B. I'm fine. I've been out of town. I just got back.
A. Where were you?
B. I was in New York for a wedding.With A New Employee
A. Hi there! My name is Terry Graham. You'renew around here, huh?
B. Yes. My name's Mark Benson. I just started acouple of weeks ago.
A. Well, if there's anything I can do for you, let meknow.
B. Thanks! I appreciate that.Directions To The Supply Shop
A. Mary? Can you tell me where the supply shopis?
B. Sure. It's on basement level one. Turn rightwhen you get off the elevator.
A. Great. Thanks a lot!
B. No problem, John.With The General Manager
A. Hello, Ms. Barkley. How are you?
B. Fine, thank you, sir. It's nice to see you again.
A. Good to see you again, too. How's yourfamily?
B. Very well, thank you, Mr. Parker.
Directions To The Copy Room
A. Excuse me, Mr. Emory?
B. Yes, Christine?
A. Could you tell me where the copier is, please?
B. Sure. You just walk down this hallway. Thecopy room is the second room on the right.
Directions To The Lunch Room
A. Excuse me, ma'am?
B. Yes? What can I do for you?
A. I'm new here and I can't seem to find the lunchroom.
B. Oh, It's right downstairs. I'm going theremyself. Just follow me.
Directions To Ones Office
A. Excuse me?
B. Yes. Can I help you?
A. Yes, please. I'm looking for Mr. Macmillan'soffice. Do you know where it is?
B. I'm sorry, I don't know. But the guard overthere should know.
Directions To A Bank
A. Excuse me, young man?
B. Yes, ma'am?
A. Could you point me in the direction of thebank? I've lost my way.
B. Certainly, ma'am. Just take these stairs downto the first floor and turn left. You can't miss it.
Asking For A Phone Number
A. Richard? Do you have the number for thatChinese restaurant on the corner?
B. Yeah, hold on a second. I've got it in my office.Here it is, 5532213.
A. 5532213. Great, thanks.
B. No problem. Pick me up something to eat, too,please.
Getting A Phone NumberA. Christine?B. Yes, Mr. Emory?A. I need the number for John Reese's office.B. Just one moment, sir. Here you are 767-
4512.
8/14/2019 Ame Office
7/37
American Master
Office
Asking For A Clients Information
A. When would you like me to send those plansover to your office, Mr. Montgomery?
B. It would be good if you could get them to meby Thursday afternoon, Ms. Barkley.
A. That shouldn't be a problem. What is the exactaddress, again?
B. 7880 Croften Avenue, Building 40A, Room304.
Asking For A Client's Address
A. Excuse me, sir? I just need a little bit moreinformation. Could you tell me your telephonenumber and mailing address?
B. Sure. My number is 545-8897, and I live at908 Mulbury street.
A. That's 545-8897 and your mailing address is908 Mulbury street. The zip code is 20310,right?
B. That's right.Farewell Before Christmas
A. I'm really glad I got a chance to talk to youbefore you left, Mary. Have a safe trip.
B. Thanks. Try not to work too hard while I'maway!
A. Yeah, I'll try not to! See you after Christmas.
B. Okay - - bye! Have a nice Christmas.Ending A Conversation
A. Well, I'd better get back to work. I've got a tonof stuff on my desk!
B. Me too. I'll see you after work, huh?
A. Yeah - definitely. I was hoping to catch a ridewith you.
B. Sure. Meet me at five.Saying Goodbye
A. Thanks for the advice, Mr. Macmillan. I'll keepit in mind. I had better head off though. I'mmeeting my husband for dinner.
B. Sure. I'm heading off myself. Enjoy yourevening.
A. Thanks, sir. You too. Drive safely; I hearthere's a lot of ice on the roads.
B. Thanks for the warning! See you tomorrow!
Finishing A Conversation
A. Allright then, Ms. Montgomery, I'll get thoseplans over to your office by Thursdayafternoon.
B. Great. That will give me time to talk with my
staff before I make a final decision.
A. That's what I was thinking. I'll have them thereby Thursday.
B. Good news. Thanks for getting things done soquickly.
Ending A Sales Talk
A. Well, I'm glad I had a chance to see thesesamples. But I'm really not in a position tomake a decision right now.
B. Would you like me to leave the samples withyou?
A. Yeah, why don't you do that. And then you cangive me a call sometime next week.
B. Fine, Mr. Grant. Thanks for your time. I'll talkto you next week.
Asking About Deadlines
A. Hi, Mark! I was wondering if you finished thatpresentation you were working on last week?
B. Just about. It should be done in the nextcouple of days. Why?
A. Mr. Rodriguez was asking me about it
yesterday.
B. I'll give him a call.Asking For A Book Returned
A. Stacey? Are you finished with that marketingbook I lent you?
B. Oh - yeah, I don't need it anymore.
A. Great. Could you bring it in tomorrowmorning? I've got a test on Thursday.
B. Sure. Sorry about keeping it for so long.Something To Be FinishedA. Roger? I need those figures for accounting.
Have you finished the calculations?
B. I'm just finishing now, ma'am. I'll have themready within the hour.
A. Allright, thanks.
B. You're welcome, ma'am. I'll call you whenthey're ready.
8/14/2019 Ame Office
8/37
American Master
Office
Asking About A Schedule
A. Excuse me, Mr. Emory? Mr. Macmillan wouldlike to know if you have the completedschedule for next week?
B. Yes, I do, Susan. Just a moment. Here it is.
A. Thank you, sir. Sorry to trouble you.
B. Not at all, Susan. Just tell him to leave it withmy secretary when he's finished with it.
Confirming A Schedule
A. When can you get the finished product to me?
B. We should have it put together by the end ofnext week.
A. Great! That'll be ahead of schedule! Goodwork.
B. Well, as the saying goes - we aim to please!Lunch Invitation
A. Hi! Susan! I haven't seen you for ages!
B. I've been really busy. How is everything?
A. Oh, fine. Hey, why don't we grab a bite to eatand do some catching up?
B. Yeah, why not? I've got a little free time on myhands. Where do you want to eat?
Self - Introduction
A. Hi, everybody. I just want to make a brief
introduction. I don't know how many of youknow me. I'll be taking over the marketingdivision when John Jacobs retires. I've justcome over from American Vendors, Inc. whereI was the Director of Sales from 1985 until thisyear.
Meeting A New Boss
A. Good morning, Mr. Montgomery. I've beensent over from purchasing to fill in for ClareWilliams.
B. Oh, really? Nice to meet you. I thought theywere going to leave here on my own! Howlong have you been with the company?
A. Oh, about seven years. Time flies, you know!
B. Does it ever! Well, let's get started. If youcould begin typing this letter now, I'll see whatelse needs to be done.
Introducing Two New People
A. Tom, this is Mary Robbins. She's just comeover from sales.
B. It's nice to meet you! Guess, we'll be workingtogether.
A. Yes, she'll be working closely with you on themarketing end of things.
B. Good. Well, welcome aboard, Ms. Robbins.Asking About An Accent
A. You have an unusual accent, Ms. Robins.Where are you from originally? If you don'tmind me asking.
B. Not at all. I was born in Madrid, but I came tothe States when I was a teenager.
A. I guess that must be what I'm hearing. I really
couldn't place it. Do you go back to Madridoften?
B. No. I haven't been back for more than tenyears.
Discussing A New Manager
A. Have you met the new manager in customerservice?
B. No, I haven't gotten over there in a few weeks.How is he?
A. She. She seems to be doing a pretty good job.Of course, anything would be better than that
last guy.
B. You said it! I can't believe he lasted as long ashe did!
Trying To Get Adjusted
A. Hi, how are you?
B. I'm fine, thanks. Just trying to get adjusted. It'shard to keep track of everything around here.
A. That's for sure. You're new, too, huh?
B. Yeah. I just got here a couple of days ago.How about you?
8/14/2019 Ame Office
9/37
American Master
Office
A Farewell Before Retiring
A. Well, I guess that about it. Everything's packedand ready to go.
B. It's hard to believe you're really retiring. Whatare you going to do with yourself?
A. Have fun! I plan to spend some more time withmy grandkids, and I might even go back toschool.
B. Well, good luck. Give me a ring sometime, andlet me know how you are.
Asking For A Fax Number
A. Excuse me, Mr. Macmillian? Could you tell methe fax number for Mr. Winthrop's office,please.
B. Sure. I have it right here. - - - 232-2453. If thatone doesn't work, try 232-2456.
A. Okay - that 232-2453, or 232-2456.
B. That's right.Introducing The Company
A. Hi, John Philips? I'm Rose Green. I've beenasked to handle your training and introduce alittle bit of the company to you. It's nice tomeet you.
B. It's nice to meet you, too, Ms. Green. Thiscompany seems so big right now, I don't knowhow I'll ever get used to it.
A. After a week, you'll be running around herelike a pro. Let me give you this list ofdepartments, first. Next to each department isits location and the name of the manager.
B. Great That'll be a big help, Ms. Green.
MAKING APPOINTMENTS
Calling A Group Meeting
A. Allright. I want to bring everybody in on thisproject. When can we start working on this?
B. Well, we could probably get started with astrategy meeting tomorrow morning at 8:00.
A. I tell you what, 8:00 is no good for me. But whydon't you guys get started and I'll come by ataround 8:45 or so.
B. That's fine with me. How much time are wegoing to have to work on this?
Appointment With A Client
A. I definitely want to meet with you, Mr. Parker. Ijust need to sort out my schedule.
B. Well, I know you're pretty booked up thesedays. But, we've got to work fast on this.
A. I realise that. We don't have anytime to waste.I can put you down for 9:20. Could you makethat, Mr. Marker?
B. Let me see. That's no problem, I'll see youthen.
Bosses' Meeting
A. Hello, Mr. Rothman? This is Michael in Mr.Emory's office. He'd like to set up anappointment with you to talk about buying anew copier.
B. Sure. I'd be glad to. What time frame did he
have in mind?
A. He'd like to do it as soon as possible, sir. Howabout tomorrow at 2:45?
B. Mm, -yeah, that'll be great. Tell him I'll see himthen.
Scheduling An Interview
A. Mr. Carmichael, this is Ellen Bower callingagain. You had said I should call this week toschedule an interview with you.
B. That's right, Ms. Bower. How are you? I'm notsure if I'll be able to fit you in this week, I'm
afraid.
A. I understand, Mr. Carmichael. I'd be glad tomake it some time next week.
B. Allright, then. Why don't we say next Tuesdayat 11:30 a.m.?
A Last Minute Appointment
A. Joe, can you squeeze me in sometime today?
B. That's a big order, Jane. I am really swamped.
A. I know what you're saying, but I have to goover the books with you before I go see ourtax guy.
B. Right. Okay, let me see what I can do. Howabout 1:30 right after my lunch meeting? Itwon't take more than a half-hour, will it?
8/14/2019 Ame Office
10/37
American Master
Office
Delaying An Appointment
A. I'm afraid we are really short staffed this week,Mr. Crandal. I'd like to accommodate you, but I
just don't think I'll have the time.
B. Are you telling me you're not going to meet
with me?
A. Not at all, sir. I'd just like to push it up to nextweek. I'll have a lot more free time at thebeginning of next week.
B. Well, I don't like it, but I guess I don't have anychoice.
Secretary Schedules A Meeting
A. Mr. Crane's office. Sandy speaking. May I helpyou?
B. Hi, Sandy. It's Walter Knight. I need to booksome time with Mr. Crane.
A. Certainly, Mr. Knight. When would you like tomeet with him?
B. Can you see what his schedule is like onWednesday?
Meeting A Book Keeper
A. Excuse me, Alex?
B. What can I do for you, Kim?
A. I was wondering if you could get together withme to go over the payroll.
B. Sure, anytime.Making A Sales Appointment
A. Good morning, Mr. Emory. I was hoping to setup an appointment with you for sometime thisweek.
B. Hmm. I'm pretty booked up this week. Let'smove it up to next week.
A. Fine, Mr. Emory. Would next Monday at 4:00o'clock be allright for you?
B. Let me take a look. Allright, that's no problem.See you then.
Training AppointmentA. Paul, can I set up a time with you to go over
the training manual?
B. Sure. Let me just grab my calendar. Allright.I'm free all day Tuesday - and Thursdaymorning.
A. Tuesday morning is good for me. How about10:30 in my office?
B. Okay. Sounds good. See you then.
Next Week's Meeting
A. Let's meet before next week's meeting, Jane. Iwant to kick around some ideas with you.
B. No problem. I've got a really light week.Anytime's fine by me.
A. Well, let's plan to get together next Mondayafternoon--around three?
B. Allright, I'll put you in my book.Setting Up A Lunch Appointment
A. I'll need to meet with you before you go onvacation, Alex. I have a few things to clear up.
B. I'll be glad to. But my schedule is super tightthis week. I think the only time I have free is atlunch on Wednesday.
A. That's fine. I can make that.
B. Allright, then. I'll see you at noon onWednesday.
Arranging A Group Meeting
A. I'd like to set a fixed time for this meetingbefore we finish today. Can you all take a lookat your schedules?
B. Thursday mornings are usually the slowestaround here. Why don't we set it for Thursdayat 10:00 a.m.?
A. That's out for me. I already have a standardmeeting on Thursdays at 9:30 a.m.! How
about Wednesday afternoon at 2:00 p.m.?
B. That's allright for my department. I don't knowhow the rest of you feel.
A Mandatory Meeting
A. Paul? I need to work out a time to get togetherwith your people.
B. Does everybody need to be there? Hilary andJason are on vacation this week.
A. It would be best if everybody could be there.How about next week sometime?
B. Let me take a look at the schedule. I'll get backto you this afternoon, allright?
8/14/2019 Ame Office
11/37
American Master
Office
Setting Up A Staff Meeting
A. We're going to need everybody's input on thisproject, so I'd like to fix a time to meet nextweek and hear what you all have to say.
B. I'd prefer to meet in the morning. I'm going to
be out of the office most afternoons next week.
A. I don't have any problem with that. Let's set itup for 9:30 Wednesday Morning. We can carryit over to Thursday if we need to.
B. That's fine. What do the rest of you think?A Maintenance Appointment
A. Hello? Is this the Maintenance Department?B. Yeah, That's right. What can I do for you?
A. We're having a lot of trouble with our printer.Could you come and take a look at itsometime this afternoon?
B. Let me see. Yeah, allright. I'll be over abouttwo.
Fax Machine Maintenance
A. Excuse me, Richard? Are you busy at themoment?
B. Not really, Betty. What do you need?
A. My fax machine's on the blink. Would you takea look at it?
B. Sure. I just need to do one other job first. Howabout if I come up around 11:30.
A Recruitment Appointment
A. Excuse me, Mr. Emory?
B. Yes, Ms. Rodriguez? How can I help you?
A. I wanted to see if I could arrange a meetingwith you to discuss recruitment.
B. Absolutely. I've been wanting to meet with youabout that. Let me just get my book.
Reviewing Employment Contract
A. Excuse me, Mr. Rodriguez? Could I speakwith you for a moment?
B. I can't just now, Susan. Could we get togetherthis afternoon? What's it about?
A. Well, I'd like to talk about my new contract withyou, if that's allright.
B. Oh, that's right. It's that time of the year, huh?That's fine. How about if we meet at 3:30 thisafternoon?
Scheduling Boss's Meeting
A. Excuse me, Bill?
B. Hi, Christine. How's it going?
A. Fine thanks. Mr. Emory would like to meet with
Mr. Macmillan tomorrow afternoon. Can youtake a look at his book?
B. Sure, just a second. - - Allright, what time?A Meeting About Bonuses
A. Hi, Grant. How is everything?
B. Pretty well, thanks. We've just been incrediblybusy! I need to set up a meeting for Mr.Graham.
A. Sure. What's it about?
B. He wants to go over the bonuses for this year.
He'll need to meet with Mr. Winthrop and Ms.Montgomery. Can you set it up for me?
An Office Party
A. Mrs. Montgomery? I've been trying to figureout when we should have the New Year'sparty. Could you take a look at these dates?
B. Sure. The twenty-ninth is out. I'll be out of theoffice all day at a seminar. Either the twenty-eighth or the thirtieth is fine.
A. Well, why don't we make it the thirtieth? Wecan set it up from three to five. That way,everybody can just go home afterwards.
B. Sounds good to me. You make up theinvitations! I've gotta run. I've got a meeting infive minutes.
A Job-seeking Interview
A. Thank you for your application, Mr. Sweeney.Mr. Jacob would like to set up an interview forearly next week. Do you have time?
B. Yes, ma'am. I could come in any day nextweek, except for Friday morning.
A. Fine. Let me take a look at his schedule. He'sfree on Tuesday afternoon at 1:30. Could youcome in then?
B. Yes. That would be fine.A Job-seeking AppointmentA. Then, I'll see you next week, Ms. O'Brian?B. Yes. Let's say Tuesday at noon. Bring your
portfolio with you.A. Certainly. Is there anything else you would like
me to bring, Ms. O'Brian?B. No, that's all. I already have your resume.
8/14/2019 Ame Office
12/37
American Master
Office
Meeting With An Accountant
A. Ms. Reynolds? Rick Murphy. I'm theaccounting manager for Macmillan and Emory,Incorporated.
B. Nice to meet you. How can I help you?
A. I would like to meet with you to discuss somediscrepancies on our payroll account.
B. Certainly, Mr. Murphy. Could you come to myoffice this afternoon at 2:30?
Schedule Ahead
A. Well, Mr. Brooks. I'm sorry, again, for thedelay, but we should have everythingcompleted by the time you get back.
B. I certainly hope so. Can we arrange to meeton the 27th? That should give you enoughtime.
A. Yes, sir. That's more than enough time. I doappreciate your understanding. Why don't wesay 10:00 o'clock on the 27th?
B. Fine, Ms. Tan. I'll see you then.Picking Up A Client
A. Allright, Ms. Crane, when will you be arrivingin the city?
B. I should be coming in on the 11:30 morningflight. How far is the office from the airport?
A. Only 25 minutes or so. We'll send somebody
to meet you. That's 11:30 a.m. Friday the15th?
B. That's right. I'll be in the baggage area.Farewell Party Invitation
A. Susan? We're having a farewell party for JohnAnderson today.
B. What time? I'd like to go, but my calendar isreally full today.
A. We're starting at 12:00 and it'll go on for therest of the afternoon.
B. I'll try to make it. I should be able to fit sometime in around 3 o'clock.
Scheduling For Your Boss
A. Good morning, Mr. Winthrop. This is SallyParker. Mr. Emory's secretary. Mr. Emory hasasked me to set up a meeting with you.
B. Certainly, Miss Parker, let me get my book. My
secretary's out, and I can't keep anythingstraight!
A. I understand. Would you like me to call youback?
B. No - That's allright. How about the 30th at4:00 p.m.? - Is an hour enough?
Buying Office Equipment
A. I do want to meet with you and take a look atyour catalog. We're redecorating and aregoing to add some things.
B. Well, I'll be glad to help you out. I can come
out anytime on Tuesday or Thursday of nextweek.
A. Let's put it down for 1:15 on Thursday. We'lldefinitely need some new filing cabinets and atleast one desk unit.
B. Fine. I'll bring both our office furniture andequipment catalogs on Thursday.
Arranging A Budget Discussion
A. Roger? Would it be possible to meet with youto discuss my department's budget?
B. Of course, Debbie. Let me look at my
schedule. I have some free time on the 12th.That's this Thursday at 9 a.m.
A. Allright. That'll be fine. Can you put together arough idea of the kind of money I'll haveavailable for the next year?
B. Certainly. I've already worked out a generalbudget for all the departments.
Setting Up A Birthday Party
A. Well, Cindy. We were going to try to surpriseyou for your birthday. But you're just too busy!Can you tell me when you'll be free?
B. Oh, Brian. That's really sweet of you guys. Iwould love together with all of you. How aboutFriday?
A. Great. What time?
B. I'm free all afternoon. Why don't we meet at 1o'clock in the lobby?
8/14/2019 Ame Office
13/37
American Master
Office
Meeting Your Assistant
A. Karen? I need to go over few things with you.
B. Certainly, Mr. Graham. When would you like tomeet?
A. I was thinking about this afternoon, after thesales meeting.
B. Fine, at 3:30?
MAKING REQUESTS
Asking For Help With A Meeting
A. Ruth? I have a big favour to ask you.
B. How big, Catherine?
A. Well, I was hoping you would cover for me atthe strategy meeting this afternoon.
B. But, I can't Catherine. I've got two committeemeetings back to back this afternoon.
Requesting Some Data
A. Susan? we're going to need those datesbefore tomorrow.
B. I know. I'm just waiting for confirmation on oneof them. I can get them to you by tomorrowmorning.
A. Yeah? Allright. Thanks, Susan.
B. That's allright.
A No-smoking Warning
A. Excuse me, sir? I'm afraid this is a no-smokingarea.
B. What's that?
A. I'm sorry, sir. Smoking is not permitted in thisarea.
B. Oh, sorry. I'll put it out.Asking Someone To Wait
A. Would you please take a seat over there,madam? I'll let Mr. Emory know that you'rehere.
B. Thanks. I can wait here.
A. Well, it may take some time. Mr. Emory's at ameeting at the moment. It would probably bemore comfortable over there.
B. I see. Allright, then. Thanks.
Asking For Files Returned
A. Mark? I need that file you took yesterday.
B. I'm sorry, Janet. I left it at home. I'll bring itback in the morning.
A. Mark! I told you yesterday afternoon that Iwould be using that file today.
B. I know, Janet. I just walked out and forgot itcompletely. I'll go home and get it at noon,allright?
Dealing With An Interruption
A. Excuse me, Ms. Montgomery?
B. I'm sorry, Jeff. Please don't interrupt me rightnow. I'm in the middle of the conversation.
A. Oh. I'm sorry, Ms. Montgomery. I'll come backlater.
B. That's allright. I'll be finished in a little while.Ordering Stationary
A. Hi. Is this supply?
B. Yeah. This is supply. What can I do for you?
A. This is Rachel in Human Resources. I needtwo boxes of company letterhead, one box ofballpoint pens, and a box of envelopes.
B. Allright. No problem. What's your extension?Getting A Take-out Lunch
A. Hey, Cindy? Are you getting take out?
B. Yeah, do you want something?
A. Yeah, thanks. Could you pick me up a chickensalad sandwich, an order of fries, and a largediet coke?
B. No problem. Do you have any cash on you? Idon't think I have enough.
Asking For A Re-calculation
A. Ms. Myers? Could you look at this please?
B. Certainly, Ms. O'Brien.
A. I think you should look over these figuresagain. There are some calculations that are abit off.
B. Of course, Ms. O'Brien. I should have beenmore careful. I'm sorry.
8/14/2019 Ame Office
14/37
American Master
Office
Insisting On A Change
A. I'm sorry, Brad. But you are going to have tore-do this.
B. What's the problem, Ms. Murphy?
A. It's badly organised. I can't present this to theboard.
B. I'm sorry, Ms. Murphy. I'll re-work it. Can I giveit back to you this afternoon?
Reminding A Co-worker
A. Martin? Did you remember to bring back thatsoftware I lent you?
B. Oh, Kate! I'm sorry. It completely slipped mymind!
A. That's okay, Martin. If you could just bring it intomorrow, I'd appreciate it.
B. Definitely. I'm really sorry.Getting New Equipment
A. We're going to need a lot of new stuff after theholidays. Let's make a list.
B. Fine, Mr. Richardson. What do you have inmind?
A. Well, to begin with, we're going to have to geta new desk for you and I'd like to replace thatold typewriter.
B. Yes! I agree! We could really use another one!
I'll get on that right away! What else would youlike to order?
Passing Along A Request
A. Mr. Blake? Mr. Foster's on the phone. He'dlike to know if you can send over those trainingmanuals?
B. Oh, tell him I'll leave them at his officetomorrow afternoon.
A. He was hoping that you could drop them offthis afternoon.
B. I'm afraid that I can't do that. They're at theprinter's being copied. They'll be backtomorrow before 1 o'clock.
Reviewing New Resumes
A. I'm sorry to disturb you, Mr. Crane.B. Yes, what is it, William?
A. Could you please look over these resumes?They've just come in.
B. Allright, fine. Thank you, William.
A Waiting A Signature
A. Excuse me, Mr. White? I just need you to signthese before I leave.
B. Sure, Sherry. Sorry to have kept you waiting. Ifyou hadn't told me, I probably would have just
forgotten all about them.
A. That's my job, sir. Just one more signaturehere, please.
B. There you are.Arranging Overtime
A. I hate to do this to you, Alice. But I'm going tohave to ask you to put in some more overtime.
B. Does it have to be this afternoon, Mr.Fairbanks? I've already made plans.
A. Well, I would have preferred to do it today. But
if you've already made plans, we can do ittomorrow.
B. I'd appreciate that, sir. How long do you thinkyou'll need me to stay?
Approving A New Purchase
A. Mr. Philips? I have a request here frompurchasing that needs your approval.
B. Let me take a look. This is for a 486 computerwith modem. Who's it going to?
A. I believe it's going to Ms. Wilson's office.
B. Get her on the phone, please. I need to clarifythis.
Asking A Co-worker For Help
A. Hi, Carlos. What are you doing this afternoon?
B. Working. Why?
A. Well, I was just wondering if you would comeby and give a hand with the fliers for nextweek's party.
B. I'm sorry, Melissa. I really can't today. I've justgot too much going on. Maybe tomorrow.
Preparing For Sales Meeting
A. Rich! I'm glad I caught you. Mr. Carlton's justcome over here from the main office.
B. Yeah? What does he want?
A. He needs to see the two of us to talk aboutnext week's annual sales meeting.
B. I haven't got two minutes at the moment. Can'tyou go over things without me?
8/14/2019 Ame Office
15/37
American Master
Office
Co-signing An Approval Sheet
A. Albert? Could you co-sign this approval sheet?Accounting's getting really picky.
B. I know. They've already sent back twoapprovals I sent them. Where do I sign?
A. Right here. It's for that new fax machine we'regetting.
B. Oh, right. I remember. There you are. Hopeyou don't have as many problems as I had.
Requesting A Phone Number
A. Could you call Mr. Jacob for me, Sara? I needto go over some stuff with him.
B. Of course, Mr. Roberts. But, could you tell mehis extension number again? I haven't got allthe numbers down yet.
A. Sure, it's 4-8-7-2. Don't worry. You're doing afine job.
B. Thank you very much, Mr. Roberts.Re-writing A Job
A. These two sections need to be re-written,Jerry. The last guy that did this really mixedthings up.
B. Yeah, I could tell that. That's no problem. I canprobably get it re-done by tomorrow. When'sour meeting with the boss?
A. Not until next week, I think, the 15th.
B. Then, we've got plenty of time.Problems With Samples
A. John? Can you come over here for a second?
B. Certainly. Mr. Emory. What can I do for you?
A. I need you to take a look at these samples. Ithink there are a few problems.
B. Sure. Let me look over them and I'll bring themback this afternoon.
A Recommendation Letter
A. Excuse me, Mr. Macmillan?
B. Yes, Ms. Ross? What do you need?
A. I was hoping you would write a letter ofrecommendation. I want to enter a Master'sprogram in marketing. It's all on weekends andevening.
B. Good news! I'll be glad to. When do you needit?
Leaving A Little Early
A. Could I trouble you for a minute, Mr. Graham?
B. Sure, Emily. How can I help you?
A. I would like to leave a few minutes early today.Would that be allright?
B. That's fine. As long as you can get that reporttyped up before you leave.
Looking Over Some Letters
A. Mr. Emory? I'd appreciate it if you would lookover these letters before you leave today.
B. I'd be glad to. Just leave them on my desk. Ididn't expect you to finish so soon.
A. Thank you, sir. I'll leave them here. If there are
no problems, I'll mail them out this afternoon.
B. Great. Good work.Reminding About Tax Forms
A. Hey, Richard! I need those tax forms from youbefore five!
B. Oh, I'm sorry. I forgot about those completely.I'll bring them by your office.
A. Okay. The sooner the better.
B. You bet. I'll swing by after lunch, okay?Making Early Reservation
A. Mark? When are you going to give me thosebrochures?
B. What's the rush? You're not leaving foranother week.
A. I know. But I want to make reservations thisweek.
B. Okay. I'll bring them in tomorrow for sure.Giving A Help Hand
A. Hi, Alex. Would you come with me to supply?I've got to pick up a load of stuff and I'm afraidI can't carry it all.
B. Sure, Stacy. Let me just grab my coat.
A. Thanks. I appreciate the hand. I'd have tomake two or three trips on my own.
B. Don't mention it. I'm glad to help.
8/14/2019 Ame Office
16/37
American Master
Office
Getting A New Computer
A. Mr. Emory? I think it's time to get a newcomputer.
B. Why, Christine? I think the one we have isfine.
A. For the amount of work we do on the computerthese days, the one we're using is just tooweak. We really need a higher model.
B. Well, I'll think about it. I don't know whetheraccounting is going to agree to such a bigpurchase.
Clarifying Final Details
A. This is what my boss is expecting, Sandy. Hewants a detailed list of expenses andequipment costs.
B. That's going to take a while to put together,
Paul.
A. The sooner the better, Sandy. I don't think he'llsign anything till he's got that in his hands.
B. I'll get to work on it right away. Anything else?Last Minute Details
A. Ms. Solomon? I thought we had agreed tochange this deadli
![System Mg(NH -LiH ame] Page 1 · ame] Page 1 of](https://static.documents.pub/doc/80x56/5fff2a8d4cf88b19de2068af/system-mgnh-lih-ame-page-1-ame-page-1-of-.jpg)
