Lesson Materials.pdf

GRANDLINEGRANDLINEGRANDLINEGRANDLINE PHILIPPINESPHILIPPINESPHILIPPINESPHILIPPINES CORPORATIONCORPORATIONCORPORATIONCORPORATION#2503#2503#2503#2503 CITYLANDCITYLANDCITYLANDCITYLANDHERRERAHERRERAHERRERAHERRERA TOWER,TOWER,TOWER,TOWER, VALEROVALEROVALEROVALERO ST.ST.ST.ST. SALCEDOSALCEDOSALCEDOSALCEDO VILLAGE,VILLAGE,VILLAGE,VILLAGE, MAKATIMAKATIMAKATIMAKATI

INDEXINDEXINDEXINDEX

Self-Self-Self-Self- IntroductionIntroductionIntroductionIntroduction andandandand SocializingSocializingSocializingSocializing ________________________________________________________ 2222GivingGivingGivingGiving AdviceAdviceAdviceAdvice andandandandMakingMakingMakingMaking SuggestionsSuggestionsSuggestionsSuggestionsStatingStatingStatingStating ExpectationsExpectationsExpectationsExpectations andandandand ObligationsObligationsObligationsObligations ____________________________________________ 5555StatingStatingStatingStating ComplaintsComplaintsComplaintsComplaintsAcceptingAcceptingAcceptingAccepting andandandand DecliningDecliningDecliningDeclining InvitesInvitesInvitesInvites ____________________________________________________________ 8888TelephoningTelephoningTelephoningTelephoning ________________________________________________________________________________________________________________ 11111111NegotiationsNegotiationsNegotiationsNegotiations ____________________________________________________________________________________________________________ 15151515UnderstandingUnderstandingUnderstandingUnderstanding GraphsGraphsGraphsGraphs andandandand FiguresFiguresFiguresFigures ____________________________________________ 21212121MeetingsMeetingsMeetingsMeetings ________________________________________________________________________________________________________________________ 27272727Presentations___________________________Presentations___________________________Presentations___________________________Presentations___________________________ 32323232PublicPublicPublicPublic Speaking_________________________Speaking_________________________Speaking_________________________Speaking_________________________ 33333333CommonlyCommonlyCommonlyCommonly MisusedMisusedMisusedMisused andandandand ConfusingConfusingConfusingConfusingVocabularyVocabularyVocabularyVocabulary inininin English____________________English____________________English____________________English____________________ 39393939


SELF-INTRODUCTIONSELF-INTRODUCTIONSELF-INTRODUCTIONSELF-INTRODUCTION ANDANDANDAND SOCIALIZINGSOCIALIZINGSOCIALIZINGSOCIALIZING

INTRODUCINGINTRODUCINGINTRODUCINGINTRODUCING YOURSELFYOURSELFYOURSELFYOURSELFAn introduction must have:1. Name or how you would like to be called2. Occupation3. Purpose for introducing yourself4. Hobbies and/or interests (optional)5. Your traits or special qualities (optional)

For example: Hi, my name is John Kennedy. Please call me J. I am a manager at anaccounting firm. I would like to discuss our services with you today.

SOCIALIZINGSOCIALIZINGSOCIALIZINGSOCIALIZINGA. Levels of Formality in the English Language

HIGHLYHIGHLYHIGHLYHIGHLY FORMALFORMALFORMALFORMAL FORMALFORMALFORMALFORMAL INFORMALINFORMALINFORMALINFORMAL

Used when you are talkingto:

SeniorsProminent People

OfficialsAuthoritiesHeadsLeaders

Strangers / Audience(Speeches)


AcquaintancesColleaguesTeachersJuniorsRelativesWorkforce


Close friendsFamily members

Peers


Characteristics:

Use of complex sentences,indirect questions, modalssuch as couldcouldcouldcould andwouldwouldwouldwould

rather than cancancancan andwillwillwillwill,,,, ffffullforms instead of contractions

(should not, shouldnt),frequent use of the passivevoice, frequent use of longwords with Latin or Greek

roots

Characteristics:

Use of simpler sentences,active rather than passivevoice, factual rather than

emotional language, limiteduse of complex language,

limited use of slang

Characteristics:

Use of simple, oftengrammatically incompletesentences, active voice,emotional language,

personal opinion humour,slang, idioms and clichs,

exclamations

Sample:

Exceedingly large segmentsof the population are

expressing their discontentwith medical practitionerswho appear to be moreengrossed in amassingfinancial assets than in

providing efficacious care topeople with health

disorders.

Sample:

A large number ofconsumers are complainingabout medical doctors who

are apparently moreinterested in making moneythan in provide effective

health care.

Sample:

A lot of people are unhappywith their doctors who onlyseem to care about how

much money they make, andnot about giving theirpatients good care

CONVERSATION STARTERS:Time,Time,Time,Time, DateDateDateDate orororor SeasonSeasonSeasonSeasonLocationLocationLocationLocationWeatherWeatherWeatherWeatherPopularPopularPopularPopular culturecultureculturecultureLatestLatestLatestLatest newsnewsnewsnewsUpcomingUpcomingUpcomingUpcoming eventseventseventsevents

RESPONDING TO QUESTIONS:1.1.1.1. ListenListenListenListen andandandand understandunderstandunderstandunderstand thethethethe questionquestionquestionquestion2.2.2.2. PausePausePausePause andandandand thinkthinkthinkthink ofofofof youryouryouryour answeransweransweranswer3.3.3.3. CreditCreditCreditCredit thethethethe personpersonpersonperson forforforfor thethethethe questionquestionquestionquestion4.4.4.4. RespondRespondRespondRespond totototo thethethethe QuestionQuestionQuestionQuestion5.5.5.5. AnswerAnswerAnswerAnswer inininin completecompletecompletecomplete sentences,sentences,sentences,sentences, useuseuseuse formalformalformalformal languagelanguagelanguagelanguage6.6.6.6. BeBeBeBe honesthonesthonesthonest withwithwithwith youryouryouryour answeransweransweranswer


7.7.7.7. BridgeBridgeBridgeBridge youryouryouryour answer.answer.answer.answer. "Does"Does"Does"Does thatthatthatthat answeransweransweranswer youryouryouryour question?question?question?question?8.8.8.8. AllowAllowAllowAllow follow-upfollow-upfollow-upfollow-up questionsquestionsquestionsquestions

USEFULUSEFULUSEFULUSEFUL PHRASESPHRASESPHRASESPHRASES FORFORFORFOR INTRODUCINGINTRODUCINGINTRODUCINGINTRODUCING YOURSEFLYOURSEFLYOURSEFLYOURSEFL ANDANDANDAND SOCIALIZINGSOCIALIZINGSOCIALIZINGSOCIALIZING

A. GREETINGS

CommonCommonCommonCommon GreetingsGreetingsGreetingsGreetings

Hello! Hi!How are you doing?How's your day?How's it going?Nice to meet you!Good to see you!Long time no see!It's been a long time

BusinessBusinessBusinessBusiness orororor FormalFormalFormalFormal GreetingsGreetingsGreetingsGreetings

Good morning! Good afternoon! Good evening!Its nice to meet youPleased to meet youHow have you been?How do you do?I am looking forward to working with you.

B. INTRODUCTIONS

Nice to meet you. My name is...Nice to meet you. I am...I like cooking and playing tennis.I am very interested in History. What about you?I am looking forward to working with you.I am very honored to meet you.

C. PARTINGS

It is really nice to meet you.thank you very much for your time.I am truly sorry, but I have an appointment.I shall talk to you again.I hope i can see you again soon.It was truly an honor to meet you


GIVINGGIVINGGIVINGGIVING ADVICEADVICEADVICEADVICE ANDANDANDANDMAKINGMAKINGMAKINGMAKING SUGGESTIONSSUGGESTIONSSUGGESTIONSSUGGESTIONSSTATINGSTATINGSTATINGSTATING EXPECTATIONSEXPECTATIONSEXPECTATIONSEXPECTATIONS ANDANDANDANDOBLIGAITONSOBLIGAITONSOBLIGAITONSOBLIGAITONS

GIVINGGIVINGGIVINGGIVING ADVICEADVICEADVICEADVICE ANDANDANDANDMAKINGMAKINGMAKINGMAKING SUGGESTIONSSUGGESTIONSSUGGESTIONSSUGGESTIONS

TakeTakeTakeTake note:note:note:note:Advicccce - noun (She gave him advice.)Advisssse - verb (She advised him to go home.)

Plural form of AdviceUse "Pieces"Pieces"Pieces"Pieces ofofofof Advice"Advice"Advice"Advice" instead of "Advices"

Difference between Giving Advice and Making Suggestions:GivingGivingGivingGiving AdviceAdviceAdviceAdvice - the person who gave the advice expects that the person who asked foradvice would follow; has more expectation; stronger , persuasive tone (I think youshould...); Uses direct pronouns such as "you"MakingMakingMakingMaking SuggestionSuggestionSuggestionSuggestion - just encouragement; has less expectation; gentler tone (Let's dothis...)

UsefulUsefulUsefulUseful PhrasesPhrasesPhrasesPhrases

AskingAskingAskingAsking forforforfor helphelphelphelpI've got a bad toothache. What do you suggest?What do you advise me to do?What should I do?What ought I to do?What's your advice?If you were me what would you do?

MakingMakingMakingMaking SuggestionsSuggestionsSuggestionsSuggestionsIIII suggestsuggestsuggestsuggest you do thisHowHowHowHow aboutaboutaboutaboutwe investigate the issue first, and thenLetLetLetLetssss revise our project proposal.WhatWhatWhatWhat abouabouabouabout going to the cinema tonight?WhyWhyWhyWhy don'tdon'tdon'tdon't wewewewe do our homework?Couldn'tCouldn'tCouldn'tCouldn't wewewewe invite your grandmother to our party?ShallShallShallShall wewewewe have a walk along the river?WhatWhatWhatWhat wouldwouldwouldwould youyouyouyou saysaysaysay to a cup of coffee?Don'tDon'tDon'tDon't youyouyouyou thinkthinkthinkthink it is a good idea to watch TV?DoesDoesDoesDoes itititit mattermattermattermatter ififififwe use your car?WouldWouldWouldWould youyouyouyoumindmindmindmind ifififif IIII telltelltelltell youyouyouyou totototo change this part here?IIII encourageencourageencourageencourage youyouyouyou totototo enroll into this program.

GivingGivingGivingGiving AdviceAdviceAdviceAdvice


IfIfIfIf IIII werewerewerewere you,you,you,you, IIII wouldwouldwouldwould go to the doctor.WhyWhyWhyWhy don'tdon'tdon'tdon't youyouyouyou gogogogo totototo the dentist?You'dYou'dYou'dYou'd betterbetterbetterbetter pay your bills now.YouYouYouYou oughtoughtoughtought totototo let her make her own decision.YouYouYouYou shouldshouldshouldshould avoid eating sweets.IfIfIfIf youyouyouyou taketaketaketake mymymymy adviceadviceadviceadvice, you'll study now.ItItItIt mightmightmightmight bebebebe aaaa goodgoodgoodgood ideaideaideaidea totototo talk to him first.IIII adviseadviseadviseadvise youyouyouyou totototo follow the rules without question.HaveHaveHaveHave youyouyouyou thoughtthoughtthoughtthought aboutaboutaboutabout seeking professional help?

DecliningDecliningDecliningDeclining totototo givegivegivegive adviceadviceadviceadviceI am afraid I don't know what to advise you.I wish I could suggest something, but I can't.I wish I could help.I'm afraid I can't really help you.I am sorry but as much as I would like to help, I cant give you anything right now.

AcceptingAcceptingAcceptingAccepting suggestionssuggestionssuggestionssuggestionsOkay. Yes, let's do that.Yes, I'd like to.Yes, I'd love to.What a good idea!Why not?Yes, with pleasure.Yes, I feel like taking a walk.That sounds like a good idea.

RefusingRefusingRefusingRefusing suggestionssuggestionssuggestionssuggestionsNo, let's not do that. It is too risky.No, I'd rather not.I don't feel like it.I dont feel that would be helpful.I dislike going for a walk.What an awful / bad idea!I am sorry if this sounds rude, but I dont think that would solve my problem.I appreciate your suggestion but I think that wont help.

STATINGSTATINGSTATINGSTATING EXPECTATIONSEXPECTATIONSEXPECTATIONSEXPECTATIONS ANDANDANDANDOBLIGATIONSOBLIGATIONSOBLIGATIONSOBLIGATIONS

EXPECTATIONSEXPECTATIONSEXPECTATIONSEXPECTATIONSexexexexpecpecpecpectatatatationtiontiontion [ek-spek-teyteyteytey-shuhn]The act or the state of expecting: to wait in expectation.The act or state of looking forward or anticipating.Something expected; a thing looked forward to.SynonymsSynonymsSynonymsSynonyms


---- anticipation, hope, trust, standards

OBLIGATIONSOBLIGATIONSOBLIGATIONSOBLIGATIONSoboboboblilililigagagagationtiontiontion [ob-li-geygeygeygey-shuhn]Something that is done or is to be done for such reasons: to fulfill one's obligations.The act of binding or obliging oneself by a promise, contract, among othersSynonymsSynonymsSynonymsSynonyms---- responsibility, duty

Keywords to use in stating expectations and obligations:ShouldShouldShouldShould (Should(Should(Should(Should not)not)not)not)MustMustMustMust (Must(Must(Must(Must not)not)not)not)OughtOughtOughtOught totototoHaveHaveHaveHave totototoHaveHaveHaveHave gotgotgotgot totototo

*We use 'must' to express a strong obligation. When we use 'must' this usually meansthat some personal circumstance makes the obligation necessary (and the speakeralmost certainly agrees with the obligation.)

I must go to bed earlier.They must do something about it.You must come and see us some time.I must say, I don't think you were very nice to him.

*We can also use 'have to' to express a strong obligation. When we use 'have to' thisusually means that some external circumstance makes the obligation necessary.

I have to arrive at work at 9 sharp. My boss is very strict.We have to give him our answer today or lose out on the contract.You have to pass your exams or the university will not accept you.I have to send a report to Head Office every week.

* In British English, we often use 'have got to' to mean the same as 'have to'.

I've got to take this book back to the library or I'll get a fine.We've got to finish now as somebody else needs this room.

* We can also use ' will have to to talk about strong obligations. Like 'must' thisusually means that that some personal circumstance makes the obligation necessary.(Remember that 'will' is often used to show 'willingness'.)

I'll have to speak to him.We'll have to have lunch and catch up on all the gossip.They'll have to do something about it.I'll have to get back to you on that.


STATINGSTATINGSTATINGSTATING COMPLAINTSCOMPLAINTSCOMPLAINTSCOMPLAINTSACCEPTINGACCEPTINGACCEPTINGACCEPTING ANDANDANDANDDECLININGDECLININGDECLININGDECLINING INVITESINVITESINVITESINVITES

STATINGSTATINGSTATINGSTATING COMPLAINTSCOMPLAINTSCOMPLAINTSCOMPLAINTSTwo general ways of stating complaints:1. Oral Complaint2. Written Complaint

A.A.A.A. OralOralOralOral ComplaintComplaintComplaintComplaintUsefulUsefulUsefulUseful PhrasesPhrasesPhrasesPhrases1.1.1.1. CallingCallingCallingCalling thethethethe Attention:Attention:Attention:Attention:

May I disturb you for a moment?May I borrow a little of your time?I need to talk to you about...Excuse me, I would like to talk to you aboutExcuse me, may I talk to your supervisor?I would like to discuss something with you.

2.2.2.2. StatingStatingStatingStating thethethethe Problem:Problem:Problem:Problem:I am sorry, but...Are you aware that...I have noticed that...Is there any way you could improve your service/product?I am not satisfied with the quality ofI do not mean to be impolite but I noticed that

B.B.B.B. WrittenWrittenWrittenWritten ComplaintComplaintComplaintComplaintHowHowHowHow totototo WriteWriteWriteWrite aaaa LetterLetterLetterLetter ofofofof ComplaintComplaintComplaintComplaint

1. Include your name, address, and home and work phone numbers.2. State exactly what you want done about the problem and how

long you are willing to wait to get it resolved.3. Be reasonable.4. Avoid writing an angry, sarcastic, or threatening letter. The

person reading your letter probably was not responsible foryour problem but may be very helpful in resolving it.

5. Make your letter brief and to the point.6. Include all important facts.7. Type your letter if possible. If it is handwritten, make sure it is

neat and easy to read.8. Include all documents regarding your problem. Be sure to send

COPIES, not originals.9. Keep a copy of the letter for your records.


UsefulUsefulUsefulUseful PhrasesPhrasesPhrasesPhrases1.1.1.1. CallingCallingCallingCalling thethethethe AttentionAttentionAttentionAttentionTo whom it may concern:To the manager of the company:Dear Sir/Madame,Dear Mr. ____ / Ms. ____,

2.2.2.2. StatingStatingStatingStating thethethethe Problem:Problem:Problem:Problem:It has come to my attention that...I am writing to express my utmost concern regarding...I would like to bring to light the issue of...

3.3.3.3. ConcludingConcludingConcludingConcluding thethethethe Letter:Letter:Letter:Letter:Thank you very much for taking time to read my concern.I am hoping for your favorable response.I am hoping for your immediate response.We hope this issue will be resolved as soon as possible.We hope this issues does not happen again in the future.

ACCEPTINGACCEPTINGACCEPTINGACCEPTING ANDANDANDANDDECLININGDECLININGDECLININGDECLINING INVITESINVITESINVITESINVITESGeneral ways on how to respond to invites:1. RSVP (French: repondez s'il vous plait; reply, if you please)

a. In the past, an RSVP card was usually included in the invitation letter. Theinvitee was expected to send the RSVP card back to the host, or contactthe host through a phone call about their confirmation

b. Today, RSVP can now be in the digital platform. Invitee only needs to click"Going/Yes" or "Not Going/No" and even have the option "Maybe." Thisis seen to be more convenient.

2. Writing a letter to the host of the event3. Informing the host through phone call4. Informing the host personally

A.A.A.A. HowHowHowHow totototo AcceptAcceptAcceptAccept anananan InviteInviteInviteInvite1. Open with a thank you for the invitation, and your confirmation that

you will attend. This way, you provide the essential informationfirst.

2. Next, express your expectation that the event will be a successful andjoyous one.

3. You may also ask for further clarification on any details, but do so in aseparate paragraph to make it absolutely clear you require aresponse.

4. Sign the letter formally with 'Sincerely' or 'Yours Sincerely', and includeyour full name, not only your first name.


SampleSampleSampleSample LetterLetterLetterLetter ofofofof Acceptance:Acceptance:Acceptance:Acceptance:

Dear Mr and Mrs. Whitehead,

Thank you for the invitation to the wedding of Janet and Roger. We arelooking forward to a wonderful celebration for the lovebirds. Both myselfand Mr. Wainwright will be accepting the invite, but little Katie won't.

Is there a present register?

Thanks,

Judy Martins

HelpfulHelpfulHelpfulHelpful PhrasesPhrasesPhrasesPhrases

Thank you very much for your invitation.I am honored to have been invited.I have received your invitation and I would like to confirm my

attendance

B.B.B.B. HowHowHowHow totototo DeclineDeclineDeclineDecline anananan InviteInviteInviteInvite1. Open with a thank you for the invitation. Break the news that you will

have to decline gently. Explain clearly and provide a valid reason.2. Next, express your hopes that the event will be a successful and joyous

one.3. Sign the letter formally with 'Sincerely' or 'Yours Sincerely', and

include your full name, not only your first name.

SampleSampleSampleSample LetterLetterLetterLetter ofofofof RefusalRefusalRefusalRefusal

Dear Mr and Mrs. Whitehead,

Thank you for the invitation to the wedding of Janet and Roger. I amvery honored to have been invited.

Unfortunately, I have already made a prior commitment on the day ofthe wedding. It is with utmost regret that I may not be able to witness aonce in a lifetime event.

I hope that you may understand. May the wedding be joyous and maythe couple have a beautiful life ahead of them as a new family.

Sincerely,Judy Martins



Thank you very much for your invitation. However, I will not be able to...Unfortunately, I already have a prior commitment...I will not be able to attend due to...It is truly an honor to have been invited.Unfortunately, I will not be able to accept your invitation.I do hope, however, that the event would still be successful.It is with utmost regret to tell you that I may not be able to attend yourevent.

TELEPHONINGTELEPHONINGTELEPHONINGTELEPHONING


MakingMakingMakingMaking contactcontactcontactcontact ::::

Hello / Good morning / Good afternoon ...

This is John Brown speaking

Could I speak to ... please?

I'd like to speak to ...

I'm trying to contact ...

GivingGivingGivingGivingmoremoremoremore information:information:information:information:I'm calling from Tokyo / Paris / New York / Sydney ...

I'm calling on behalf of Mr. X ...

TakingTakingTakingTaking aaaa callcallcallcall ::::X speaking.

Can I help you?

AskingAskingAskingAsking forforforfor aaaa namenamenamename ////informationinformationinformationinformation ::::

Who's calling please?

Who's speaking?

Where are you calling from?

Are you sure you have the right number / name?


AskingAskingAskingAsking thethethethe callercallercallercaller totototo waitwaitwaitwait ::::

Hold the line please.

Could you hold on please?

Just a moment please.

ConnectingConnectingConnectingConnecting ::::

Thank you for holding.

The line's free now ... I'll put you through.

I'll connect you now / I'm connecting you now.

GivingGivingGivingGiving negativenegativenegativenegativeinformationinformationinformationinformation ::::

I'm afraid the line's engaged. Could you call back later?

I'm afraid he's in a meeting at the moment.

I'm sorry. He's out of the office today. /He isn't in at the moment.

I'm afraid we don't have a Mr./Mrs./Ms/Miss. ... here

I'm sorry. There's nobody here by that name.

Sorry. I think you've dialled the wrong number./I'm afraid you've got the wrong number.

TelephoneTelephoneTelephoneTelephone problemsproblemsproblemsproblems ::::

The line is very bad ... Could you speak up please?

Could you repeat that please?

I'm afraid I can't hear you.

Sorry. I didn't catch that. Could you say it again please?

LeavingLeavingLeavingLeaving ////TakingTakingTakingTaking aaaamessagemessagemessagemessage ::::

Can I leave / take a message?

Would you like to leave a message?

Could you give him/her a message?

Could you ask him/her to call me back?

Could you tell him/her that I called?

Could you give me your name please?


MakingMakingMakingMaking PhonePhonePhonePhone CallsCallsCallsCalls

IntroducingIntroducingIntroducingIntroducing yourselfyourselfyourselfyourselfGood morning/afternoon/evening. This is Mike at (company name)/Mikefrom (department name). Could I speak to (person youre calling for)? [If you arecalling to speak to a specific person]Good morning/afternoon/evening. This is Mike at (company name)/Mikefrom (department name). Im calling about/because. [If you are calling for a specificreason but not to talk to a specific person]

WhenWhenWhenWhen thethethethe personpersonpersonperson youyouyouyouwantwantwantwant totototo speakspeakspeakspeak totototo isisisis unavailableunavailableunavailableunavailableCan I leave a message for him/her?Could you tell him/her that I called, please?Could you ask him/her to call me back, please?Okay, thanks. Ill call back later.

DealingDealingDealingDealing withwithwithwith badbadbadbad connectionsconnectionsconnectionsconnectionsI think we have a bad connection. Can I call you back?Im sorry, we have a bad connection. Could you speak a little louder, please?Im sorry, could you repeat that please?

EndingEndingEndingEnding thethethethe callcallcallcallThank you very much. Have a good day.Thanks for your help. Have a good day.

ReceivingReceivingReceivingReceiving PhonePhonePhonePhone CallsCallsCallsCalls

AnsweringAnsweringAnsweringAnswering thethethethe phonephonephonephone

Could you spell that please?

What's your number please?


Company ABC, this is Mike. How may I help you?Good morning/afternoon, Company ABC. How may I help you?Purchasing department, Frank speaking.

Note: If we are taking an external call and talking to a customer, How may I help you? is common. If we aretaking an internal call, we normally do not say How may I help you? For internal calls, saying your name andyour department is usually sufficient.

GettingGettingGettingGetting thethethethe namenamenamename ofofofof thethethethe callercallercallercaller ifififif he/shehe/shehe/shehe/she doesndoesndoesndoesntttt givegivegivegive itititit totototo youyouyouyouMay I have your name please?Who am I speaking with?May I ask whos calling?

RespondingRespondingRespondingResponding totototo aaaa callercallercallercallerssss requestrequestrequestrequestSure, let me check on that.Let me see if shes available.Sure, one moment please.

AskingAskingAskingAsking someonesomeonesomeonesomeone totototo waitwaitwaitwait onononon thethethethe linelinelinelineCan I put you on hold for a minute?Do you mind holding while I check on that (or handle that for you, check to see ifhes available, etc)

TakingTakingTakingTaking aaaamessagemessagemessagemessageHes/shes not available at the moment. Would you like to leave a message?Hes/shes out of the office right now. Can I take a message?

DealingDealingDealingDealing withwithwithwith badbadbadbad connectionsconnectionsconnectionsconnectionsIm sorry, we have a bad connection. Could you give me your number and Ill call youright back?I think we have a bad connection. Could you speak a little louder, please?Im sorry, you have the wrong number.

EndingEndingEndingEnding thethethethe callcallcallcallIs there anything else I can help you with? Okay, thanks for calling. Have a greatday. [used during external calls with customers]Is there anything else I can do for you? Okay, have a good day. [more casual, usedmore for internal phone calls or phone calls that are not customer service calls]


NEGOTIATIONSNEGOTIATIONSNEGOTIATIONSNEGOTIATIONS

WordWordWordWordPart of speech

MeaningMeaningMeaningMeaning ExampleExampleExampleExample SentenceSentenceSentenceSentence

alternativesalternativesalternativesalternativesnoun

other options We can't offer you the raise you requested, but let'sdiscuss some other alternativesalternativesalternativesalternatives.

amplifyamplifyamplifyamplifyverb

expand; give moreinformation

Could you amplifyamplifyamplifyamplify on your proposal please?

arbitrationarbitrationarbitrationarbitrationnoun

conflict that isaddressed by usinga neutral third party

We're better to settle this between us, because aformal arbitrationarbitrationarbitrationarbitrationwill cost both of us money.

bargainbargainbargainbargainverb

try to change aperson's mind byusing various tactics

We bargainedbargainedbargainedbargained on the last issue for over an hour beforewe agreed to take a break.

bottom-linebottom-linebottom-linebottom-linenoun

the lowest one iswilling to go

I'll accept a raise of one dollar per hour, but that'smy bottom-linebottom-linebottom-linebottom-line.

collectivecollectivecollectivecollectiveadj

together This is a collectivecollectivecollectivecollective concern, and it isn't fair to discuss itwithout Marie present.

compensatecompensatecompensatecompensateverb

make up for a loss If you are willing to work ten extra hours a week wewill compensatecompensatecompensatecompensate you by paying you overtime.

complycomplycomplycomplyverb

agree I'd be willing to complycomplycomplycomply if you can offer me my ownprivate office.

compromisecompromisecompromisecompromiseverb

changing one'smind/terms slightlyin order to find aresolution

We are willing to compromisecompromisecompromisecompromise on this issue because itmeans so much to you.

concessionconcessionconcessionconcessionnoun

a thing that isgranted or accepted

I think we can offer all of these concessions,concessions,concessions,concessions, but not all atonce.


conflictconflictconflictconflictresolutionresolutionresolutionresolutionnoun

general term fornegotiations

It is impossible to engage in conflictconflictconflictconflict resolutionresolutionresolutionresolutionwhen oneof the parties refuses to listen.

confrontconfrontconfrontconfrontverb

present an issue tosomeone directly

I confrontedconfrontedconfrontedconfrontedmy boss about being undervalued, andwe're going to talk about things on Monday.

consensusconsensusconsensusconsensusnoun

agreement by all It would be great if we could come to a consensusconsensusconsensusconsensus by5:00 P.M.

cooperationcooperationcooperationcooperationnoun

the workingtogether

I have appreciated your cooperationcooperationcooperationcooperation throughout thesenegotiations.

countercountercountercounterproposalproposalproposalproposalnoun

the offer/requestwhich is presentedsecond in responseto the first proposal

In their countercountercountercounter proposalproposalproposalproposal they suggested that we keeptheir company name rather than creating a new one.

counterattackcounterattackcounterattackcounterattackverb/noun

present other side ofan issue

Before we could start our counterattackcounterattackcounterattackcounterattack they suggestedwe sign a contract.

counterpartcounterpartcounterpartcounterpartnoun

person on the otherside of thenegotiations

I tried to close the discussions at noon, butmy counterpartcounterpartcounterpartcounterpartwould not stop talking.

cordiallycordiallycordiallycordiallyverb/noun

politely In the past I have had little respect for that client, buttoday she spoke cordiallycordiallycordiallycordially and listened to my point ofview.

demandsdemandsdemandsdemandsadv

needs/expectationsthat one sidebelieves it deserves

They had some last minute demandsdemandsdemandsdemands that were entirelyunrealistic.

deadlockdeadlockdeadlockdeadlocknoun

point where neitherparty will give in

When the discussions came to a deadlockdeadlockdeadlockdeadlockwe wrote up aletter of intent to continue the negotiations next week.

disputedisputedisputedisputenoun

argument/conflict I was hoping to avoid discussing last year's disputedisputedisputedispute, butMonica is still holding a grudge.

dominatedominatedominatedominateverb

have the mostcontrol/strongerpresence

Max has such a loud voice, he tends to dominatedominatedominatedominate theconversations.

entitledentitledentitledentitledadj

be deserving of My contract says that I am entitledentitledentitledentitled to full benefits aftersix months of employment.


flexibleflexibleflexibleflexibleadj

open/willing tochange

We have always been flexibleflexibleflexibleflexible in terms of your workinghours.

hagglinghagglinghagglinghagglingverb

arguing back andforth (often aboutprices)

We've been hagglinghagglinghagglinghaggling over this issue for too long now.

hostilityhostilityhostilityhostilitynoun

long-term angertowards another

I want you to know that we don't haveany hostilityhostilityhostilityhostility towards your company despite last year'smixup.

high-ballhigh-ballhigh-ballhigh-ballverb

make a request thatis much higher thanyou expect to receive

I'm planning to high-ballhigh-ballhigh-ballhigh-ballmy expectations when I openthe discussion.

impulseimpulseimpulseimpulsenoun

quick decisionwithout thought ortime

I acted on impulseimpulseimpulseimpulsewhen I signed that six-monthcontract.

indecisiveindecisiveindecisiveindecisiveadj

has difficultychoosing/making adecision

They were so indecisiveindecisiveindecisiveindecisivewe finally asked them to take abreak and come back next week.

leverageleverageleverageleveragenoun

(bargaining power)something that givesone party a greaterchance atsucceeding overanother

We have a little bit of leverageleverageleverageleverage because we are the onlystationary company in town.

log-rollinglog-rollinglog-rollinglog-rollingverb

trading one favourfor another

After a bit of log-rollinglog-rollinglog-rollinglog-rollingwe came to an agreement thatpleased both of us.

low-balllow-balllow-balllow-ballverb

offer somethingmuch lower thanyou think theopponent will askfor

I was expecting my boss to low-balllow-balllow-balllow-ball in the initial offer,but he proposed a fair salary increase.

misleadmisleadmisleadmisleadverb

convince by alteringor not telling thewhole truth aboutsomething

Theymisledmisledmisledmisled us into thinking that everything could beresolved today.


mutualmutualmutualmutualadj

agreed by both or all The decision to call off the merger wasmutualmutualmutualmutual.

objectiveobjectiveobjectiveobjectivenoun

goal for the outcome My prime objectiveobjectiveobjectiveobjective is to have my family members addedto my benefits plan.

pointpointpointpoint ofofofof viewviewviewviewnoun

person's ideas/thoughts

Frommy pointpointpointpoint ofofofof viewviewviewview it makes more sense to waitanother six months.

pressurepressurepressurepressureverb

work hard toconvince another ofan idea

He pressuredpressuredpressuredpressuredme to accept the terms by usingintimidation tactics.

proposalproposalproposalproposalnoun

argument to present While I listened to their proposalproposalproposalproposal I noted each of theirobjectives.

receptivereceptivereceptivereceptiveadj

open to/interested inan idea

His positive body language demonstrated that hewas receptivereceptivereceptivereceptive to our suggestions.

resentmentresentmentresentmentresentmentnoun

anger held ontofrom a previousconflict

Mary's resentmentresentmentresentmentresentment stems from our not choosing her tohead the project.

resistanceresistanceresistanceresistancenoun

a display ofopposition

We didn't expect so much resistanceresistanceresistanceresistance on the final issue.

resolveresolveresolveresolveverb

end conflict, come toan agreement

Before you can resolveresolveresolveresolve your differences you'll both needto calm down.

tacticstacticstacticstacticsnoun

strategies used toget one's goals met

There are certain tacticstacticstacticstactics that all skillful negotiatorsemploy.

tensiontensiontensiontensionnoun

feeling ofstress/anxietycaused by heavyconflict

There was a lot of tensiontensiontensiontension in the room when Georgethreatened to quit.

trade-offtrade-offtrade-offtrade-offnoun

terms that areoffered in return forsomething else

Lower payments over a longer period of time soundedlike a fair trade-offtrade-offtrade-offtrade-off until we asked about interest charges.

ultimatumultimatumultimatumultimatumnoun

a final term that hasseriousconsequences if notmet

His ultimatumultimatumultimatumultimatumwas that if I didn't agree to give him theraise he asked for, he'd quit today without two weeksnotice.


USEFULUSEFULUSEFULUSEFUL PHRASESPHRASESPHRASESPHRASES FORFORFORFORNEGOTIATIONSNEGOTIATIONSNEGOTIATIONSNEGOTIATIONS

ProposingProposingProposingProposing

Our basic position is ...There are several options We propose / suggest Regarding your proposal, our position is ...Would it be possible How do you feel about Do you think you could consider

RespondingRespondingRespondingResponding totototo suggestionssuggestionssuggestionssuggestions

As far as your proposal is concerned, we think that ...May we offer an alternative? We propose that ...We'd like to make an alternative proposal. We propose that ...From where we stand, a better solution might be ...Considering that I would like to suggest Now that you mentioned it

AgreeingAgreeingAgreeingAgreeing

I agree with you on that point.That's a fair suggestion.You have a strong point there.I think we can both agree that...I don't see any problem with/harm in that.

ObjectingObjectingObjectingObjecting

I understand where you're coming from; however,...If you look at it frommy point of view...

unrealisticunrealisticunrealisticunrealisticadj

very unlikely tohappen

It's unrealisticunrealisticunrealisticunrealistic to think that we will have all of ourdemands met.

victoryvictoryvictoryvictorynoun

a win We considered it a victoryvictoryvictoryvictory because they agreed to four ofour five terms.

yieldyieldyieldyieldverb

to give in toanother's requests

The client will only yieldyieldyieldyield to our conditions, if we agree towork over the holiday weekend.


I'm afraid I had something different in mind.That's not exactly how I look at it.From my perspective...I'd have to disagree with you there.I'm afraid that doesn't work for me.

ReasoningReasoningReasoningReasoning

This is because The reason for that is is essential and vital for our customers.We have to / must have This is a must!Money is all-important!

ReassuringReassuringReassuringReassuring

Let me reassure you that ...I can promise you that ...Have no doubts that we will ...

GivingGivingGivingGiving aaaa hinthinthinthint

Our main concern is It is vital / crucial that Our intention is We might like to I am willing to accept if It would be an alternative to We can trade this against There are few things we can compromise


UNDERSTANDINGUNDERSTANDINGUNDERSTANDINGUNDERSTANDING GRAPHSGRAPHSGRAPHSGRAPHS ANDANDANDAND FIGURESFIGURESFIGURESFIGURESI.I.I.I. TypesTypesTypesTypes ofofofof ChartsChartsChartsCharts* Pie Chart* Bar Graph* Line Graph* Tables

II.II.II.II. TrendTrendTrendTrend

* A trend is a general tendency or direction.- upward or downward trend

IIIIII.II.II.II. VocabularyVocabularyVocabularyVocabularyDescribingDescribingDescribingDescribingMovementMovementMovementMovement inininin GraphsGraphsGraphsGraphs andandandand Figures:Figures:Figures:Figures:

IncreaseDecreaseRecoverRecovery

Go upGo downJumpSlump

RiseFailSurge

Plummet

Improve(ment)Declined

Reach (a point)Approach

TypesTypesTypesTypes ofofofof MovementMovementMovementMovement inininin GraphsGraphsGraphsGraphs andandandand Figures:Figures:Figures:Figures:

SlightSlightly

GradualGradually

SharpSharply

Dramatic

Dramatically

MajorMinor

MovementMovementMovementMovement overoveroverover TimeTimeTimeTime

There was a gradual decline in sales.Sales declined gradually

Enrollment increased by 4% in 1997.There was a 4% increase in enrollment in 1997.

Immigration rose to 800,000 in 1999. (to a point or number)Immigration rose by 20,000 in 1999. (by increment)

There was a 20% rise in immigration. (percentage)Taxes remained the same from 2000 to 2001.


Taxes continued at 15% for two years.

StaticStaticStaticStatic (no(no(no(no progress)progress)progress)progress) DescriptionDescriptionDescriptionDescription

Sales stood at $1,4000,000 in 1998.Profits were $27,000 in 1999.There was a loss of $21,000 in 2001.

IV.IV.IV.IV. PrepositionsPrepositionsPrepositionsPrepositions

comparison (like, as . . . as)direction (to, toward, through)place (at, by, on)possession (of)purpose (for)source (from, out of)and time (at, before, on)

FromFromFromFrom andandandand BetweenBetweenBetweenBetween

Between 1995 and 2000From 1995 to 2000Sales rose from 200 to 250Sales fell to 150 in MarchSales fell by 50%

V.V.V.V. VerbsVerbsVerbsVerbs

MovementMovementMovementMovement (UP)(UP)(UP)(UP) MovementMovementMovementMovement (DOWN)(DOWN)(DOWN)(DOWN) MovementMovementMovementMovement (STATIC)(STATIC)(STATIC)(STATIC) TopTopTopTop andandandand BottomBottomBottomBottom(Extremes)(Extremes)(Extremes)(Extremes)

rosewent upincreasedgrewshot upsurgedrocketed

felldeclineddroppeddecreased

sankwent downplunged

plummeted

remained steadywere unchangeddid not change

remained constantremained stable

stabilized

reached a peakpeaked

reached their highestlevel

fell to a lowsank to a troughreached a bottom


VI.VI.VI.VI. TransitionsTransitionsTransitionsTransitions

Here are some expressions you can use to express reason, consequence, and result:

As a result ofDue toBecause ofWas the reason forCausedResulted in

This explainsThis accounts forThat is whyConsequentlySoThanks to

VII.VII.VII.VII. IntensifiersIntensifiersIntensifiersIntensifiers

**** HelpfulHelpfulHelpfulHelpful AdjectivesAdjectivesAdjectivesAdjectivesdramatic, considerable, sharp, significant, moderate, slight, sudden, rapid, steady, gradual,slow

**** HelpfulHelpfulHelpfulHelpful AdverbsAdverbsAdverbsAdverbsdramatically, considerably, sharply, significantly, moderately, slightly, suddenly, rapidly,steadily, gradually, slowly, steeply, gently, steadily

VIII.VIII.VIII.VIII. VocabularyVocabularyVocabularyVocabulary tipstipstipstips Dont repeat verbs Before you start to write, make a list of synonyms (words with the same meaning) See howmany ways you can rephrase the title of the graph. Use one in the introduction

and another in the conclusion with the same meaning Be careful with prepositions. They can make a big difference in meaning. For example,

rose by is very different from rose to. Learn your verbs with the preposition that goeswith them.

Mind the correct use of tenses when describing a chart. If the charts deals with facts in thepresent use the Simple Present. If the facts are in the past, then use the Simple Past. Ifthere is a connection between the past and the present, use the Present Perfect.

IXIXIXIX.... ComparativesComparativesComparativesComparatives

**** ComparativeComparativeComparativeComparative isisisis thethethethe namenamenamename forforforfor thethethethe grammargrammargrammargrammar usedusedusedused whenwhenwhenwhen comparingcomparingcomparingcomparing twotwotwotwo things.things.things.things.

BasicBasicBasicBasic wayswayswaysways totototo compare:compare:compare:compare: UsingUsingUsingUsing "As...as""As...as""As...as""As...as" andandandand "than""than""than""than"

**** "as...as""as...as""as...as""as...as" denotesdenotesdenotesdenotes similaritysimilaritysimilaritysimilarity orororor sameness.sameness.sameness.sameness.

She is as beautiful as her mother.He is as smart as his uncle.I am as energetic as a dog.They are as cooperative as the police.


The canteen is not as crowded as the elevator.

**** "than""than""than""than" denotesdenotesdenotesdenotes comparisoncomparisoncomparisoncomparison ofofofof oneoneoneone subjectsubjectsubjectsubject orororor objectobjectobjectobject totototo anotheranotheranotheranother

The pizza is warmer than the pasta..She is more talkative than usual.Is he more hardworking today than in the past?

* When comparing with asasasas ........ as,as,as,as, the adjective does not change. When comparing with thanthanthanthan,however, some changes are necessary, depending on the number of syllables the adjective has:

**** OneOneOneOne syllablesyllablesyllablesyllableadd "-er""-er""-er""-er" to the adjective

*If the word ends with a consonant-vowel-consonant combination, the last consonant isusually doubled in the comparative. (Examples: big-bigger, small-smaller, hot-hotter, sad-sadder)

**** Two-syllableTwo-syllableTwo-syllableTwo-syllable endingendingendingending inininin -y-y-y-ychange the -y to -ier

She looks happier today.This movie is funnier than the the movie we saw last night.Ben's handwriting is easier than Jerry's.

**** OtherOtherOtherOther Two-syllableTwo-syllableTwo-syllableTwo-syllable adjectivesadjectivesadjectivesadjectivesuse "more" with the unchanged adjective

The son is more handsome than the father.The dog is more loyal than any other pet.He is more careful when he is talking to his wife.

**** 3333 orororormoremoremoremore syllablessyllablessyllablessyllables adjectivesadjectivesadjectivesadjectivesuse "more" with the unchanged adjective

Juliet is more beautiful than her sister.The children are more energetic than their pets.We are more comfortable with this speaking skill practice, not the new one.

X.*X.*X.*X.* SUPERLATIVESSUPERLATIVESSUPERLATIVESSUPERLATIVESIn this form of adjective, you talk about one thing only and how it is the best, worst, etc. Youdo not compare two things

**** OneOneOneOne syllablesyllablesyllablesyllableadd "-est""-est""-est""-est" to the adjective

The pizza is the warmest.She is the kindest in class.He is the tallest among the brothers.


**** Two-syllableTwo-syllableTwo-syllableTwo-syllable endingendingendingending inininin -y-y-y-ychange the -y to -iest

She looks happiest today.This movie is the funniest movie I have ever seen.Today's exam is so far the easiest.

**** OtherOtherOtherOther Two-syllableTwo-syllableTwo-syllableTwo-syllable adjectivesadjectivesadjectivesadjectivesuse "most" with the unchanged adjective

Henry is most handsome boy in the family.The dog is most loyal pet.She is most careful when she is talking to her boss.

**** 3333 orororormoremoremoremore syllablessyllablessyllablessyllables adjectivesadjectivesadjectivesadjectivesuse "most" with the unchanged adjective

Juliet is the most beautiful in their sisterhood.The children are the most energetic in school.This is the most difficult exam we have ever taken.

**** SpecialSpecialSpecialSpecial CasesCasesCasesCases (Irregular(Irregular(Irregular(Irregular Adjectives)Adjectives)Adjectives)Adjectives)follow the prescription


MEETINGSMEETINGSMEETINGSMEETINGS

WordWordWordWordPart of speech

MeaningMeaningMeaningMeaning ExampleExampleExampleExample SentenceSentenceSentenceSentence

absentabsentabsentabsentadj

not present The vice president is absentabsentabsentabsent due tounforeseen circumstances.

accomplishaccomplishaccomplishaccomplishverb

succeed in doing We have a lot to accomplishaccomplishaccomplishaccomplish today, solet's begin.

addressaddressaddressaddressverb

deal with; speak on I hope we do not have to addressaddressaddressaddress thismatter again in the future.

adjournadjournadjournadjournverb

close a meeting If there are no further comments, wewill adjournadjournadjournadjourn the meeting here.

agendaagendaagendaagendanoun

list of objectives to cover in ameeting

Please forward the agendaagendaagendaagenda to anyonewho is speaking at the meeting.

AGMAGMAGMAGMnoun(abbr.)

Annual (yearly) GeneralMeeting

We always vote for a new chairpersonat the AGMAGMAGMAGM.

allocateallocateallocateallocateverb

assign roles/tasks to certainpeople

I forgot to allocateallocateallocateallocate someone to bringrefreshments.

AOBAOBAOBAOBnoun(abbr.)

Any Other Business (unspecifieditem on agenda)

The last item on the agenda is AOBAOBAOBAOB.

apologiesapologiesapologiesapologiesnoun

item on agenda announcingpeople who are absent;apologies for absence

Everyone is present today, so we canskip the apologiesapologiesapologiesapologies.

ballotballotballotballotnoun

a type of vote, usually in writingand usually secret

Please fold your ballotballotballotballot in half beforeyou place it in the box.

boardboardboardboard ofofofof directorsdirectorsdirectorsdirectorsnoun

group of elected members of anorganization/company whomeet to make decisions

The boardboardboardboard ofofofof directorsdirectorsdirectorsdirectorsmeets once amonth to discuss the budget.

boardroomboardroomboardroomboardroomnoun

a large meeting room, often hasone long table and many chairs

The boardroomboardroomboardroomboardroom is reserved for amanagers' meeting, so we'll have tomeet in the lounge.


brainstormbrainstormbrainstormbrainstormverb

thinking to gather ideas Let's take a few minutes andbrainstormbrainstormbrainstormbrainstorm some ways that we can cutcosts.

castingcastingcastingcasting votevotevotevotenoun

deciding vote (usually by thechairman) when the votes areotherwise equal

The role of treasurer was decidedbased on the chairman's castingcastingcastingcasting votevotevotevote.

chairperson/chairchairperson/chairchairperson/chairchairperson/chairnoun

the person who leads or presidesat a meeting

As chairchairchairchair, it is my pleasure to introduceto you, Mr. Allan Davis.

clarification/verificaticlarification/verificaticlarification/verificaticlarification/verificationonononnoun

explanation/proof thatsomething is true/understood

Before we address this matter, I'll needsome clarificationclarificationclarificationclarification as to who wasinvolved.

closingclosingclosingclosing remarksremarksremarksremarksnoun

last thoughts spoken in ameeting (i.e. reminders, thankyous)

I just have a few closingclosingclosingclosing remarksremarksremarksremarks andthen you will all be free to go.

collaboratecollaboratecollaboratecollaborateverb

work together as a pair/group The board fell apart because themembers had difficulty collaboratingcollaboratingcollaboratingcollaborating.

commencecommencecommencecommenceverb

Begin We will commencecommencecommencecommence as soon as the lastperson signs the attendance sheet.

commentcommentcommentcommentverb or noun

express one's opinions orthoughts

If you have a commentcommentcommentcomment, please raiseyour hand rather than speak out.

conferenceconferenceconferenceconferencenoun

formal meeting for discussion,esp. a regular one held by anorganization

Before the conferenceconferenceconferenceconference there will be aprivate meeting for board membersonly.

conferenceconferenceconferenceconference callcallcallcallnoun

telephone meeting betweenthree or more people in differentlocations

Please make sure I have nointerruptions while I'm on theconferenceconferenceconferenceconference callcallcallcall.

confidentialconfidentialconfidentialconfidentialadjective

private; not to be shared Any financial information sharedduring this meeting should be keptconfidentialconfidentialconfidentialconfidential.

consensusconsensusconsensusconsensusnoun

general agreement If we cannot come to a consensusconsensusconsensusconsensus bythe end of the meeting we will put it toa vote.

deadlinedeadlinedeadlinedeadlinenoun

due date for completion The deadlinedeadlinedeadlinedeadline for buying tickets to theconference is May 25th.

designatedesignatedesignatedesignateverb

Assign If no one volunteers to take theminutes I will be forced to


designatedesignatedesignatedesignate someone.

formalityformalityformalityformalitynoun

a procedure (often unnecessary)that has to be followed due to arule

Everyone knows who is going to be thenext vice president, so this vote isreally just a formalityformalityformalityformality.

grievancegrievancegrievancegrievancenoun

Complaint The first item on the agenda relates toa grievancegrievancegrievancegrievance reported by the interns.

guestguestguestguest speakerspeakerspeakerspeakernoun

person who joins the group inorder to share information ordeliver a speech

I am delighted to welcome our guestguestguestguestspeakerspeakerspeakerspeakerHolly, who is going to beoffering some sales pitch tips.

implementimplementimplementimplementverb

make something happen; followthrough

It's not a question of whether or notwe're going to use this idea, it'swhether or not we know how toimplementimplementimplementimplement it.

mandatorymandatorymandatorymandatoryadjective

Required It ismandatorymandatorymandatorymandatory that all supervisorsattend Friday's meeting.

minutesminutesminutesminutesnoun

a written record of everythingsaid at a meeting

Before we begin with today's meeting,let's quickly review theminutesminutesminutesminutes fromlast month.

motionmotionmotionmotionnoun

a suggestion put to a vote Themotionmotionmotionmotion to extend store hours hasbeen passed.

objectivesobjectivesobjectivesobjectivesnoun

goals to accomplish I'm pleased that we were able to coverall of the objectivesobjectivesobjectivesobjectives today within thedesignated time.

openingopeningopeningopening remarksremarksremarksremarksnoun

chairperson or leader's firstwords at a meeting (i.e.welcome, introductions)

As I mentioned in my openingopeningopeningopeningremarks,remarks,remarks,remarks,we have to clear this roombefore the end of the hour.

overheadoverheadoverheadoverhead projectorprojectorprojectorprojectornoun

machine with a special light thatprojects a document onto ascreen or wall so that all can see

I'm going to put a pie chart on theoverheadoverheadoverheadoverhead projectorprojectorprojectorprojector so that everyonecan visualize how our profits havedeclined.

participantparticipantparticipantparticipantnoun

person who attends and joins inon an event

Can I have a show of hands of all ofthose who were participantsparticipantsparticipantsparticipants in lastyear's conference?

proxyproxyproxyproxy votevotevotevotenoun

a vote cast by one person for orin place of another

There must have been one proxyproxyproxyproxy votevotevotevotebecause I count twelve ballots but onlyeleven attendees.


USEFULUSEFULUSEFULUSEFUL PHRASESPHRASESPHRASESPHRASES FORFORFORFORMEETINGSMEETINGSMEETINGSMEETINGS

OpeningOpeningOpeningOpening

Good Morning / Good Day / Good Afternoon/ Good evening, everyone.If we are all here today , let us start.It is already 9 AM so let us begin the meeting.

WelcomeWelcomeWelcomeWelcome

Please join me in welcoming...We are all pleased to welcome...I would like to introduce...I would like to extend a warm welcome to...It is a pleasure to welcome...

ApologiesApologiesApologiesApologies (for(for(for(for someonesomeonesomeonesomeone whowhowhowho isisisis absent)absent)absent)absent)

Unfortunately, (name) will not be able to join us today due to...I have received apologies for the absence from (name), because s/he is in...If you notice anyone missing, please let Jane know so that she can make a note of it.

punctualpunctualpunctualpunctualadjective

on time (not late) Firstly, I want to thank you all forbeing punctualpunctualpunctualpunctual despite this earlymeeting.

recommendrecommendrecommendrecommendverb

Suggest I recommendrecommendrecommendrecommend that you sit closer to thefront if you have trouble hearing.

showshowshowshow ofofofof handshandshandshandsnoun

raised hands to express anopinion in a vote

From the showshowshowshow ofofofof handshandshandshands it appearsthat everyone is in favor of taking ashort break.

strategystrategystrategystrategynoun

plan to make something work We need to come up witha strategystrategystrategystrategy that will allow us to havemeetings less frequently.

unanimousunanimousunanimousunanimousadj

in complete agreement; unitedin opinion

The vote was unanimousunanimousunanimousunanimous to cut workhours on Fridays.

votevotevotevoteverb or noun

to express (the expression of) anopinion in a group by voice orhand etc.

We need to votevotevotevote for a new vicechairperson now that Jerry is retiring.

wrapwrapwrapwrap upupupupverb

Finish Let'swrapwrapwrapwrap upupupup here so that we can getback to our desks.


Unfortunately, Ken cannot join us today. He has been called away on business.

StatingStatingStatingStating thethethethe ObjectivesObjectivesObjectivesObjectives

We are all gathered here today to discuss the current issue...I've called this meeting in order to...Our main aim today is to discuss...

ReadingReadingReadingReading thethethethe MinutesMinutesMinutesMinutes ofofofof thethethethe PPPPreviousreviousreviousrevious MMMMeetingeetingeetingeeting

To begin, let us review the reports from the previous meeting...Firstly, let us take a look at the progress we had during the previous conference.

DesignationDesignationDesignationDesignation ofofofof TasksTasksTasksTasks

Mr. (name), would you mind if I ask you to be the one to write the minutes of today'smeeting?Ms. (name) has volunteered to be the timekeeper for today's meeting.

IntroducingIntroducingIntroducingIntroducing thethethethe AgendaAgendaAgendaAgenda

Have you all received a copy of the agenda?Let us start with the first item on the list, skip the third and proceed until the last.

DecidingDecidingDecidingDeciding onononon GGGGroundroundroundround RRRRulesulesulesules

Let us discuss for 10 minutes per item.Let us first state the item, then one participant at a time shall express his ideas.I suggest we vote after saying our insights.

IntroducingIntroducingIntroducingIntroducing thethethethe itemitemitemitem

Let us start discussing the first item on the agenda.I suggest we begin discussing the third item on the agenda.

InterruptingInterruptingInterruptingInterrupting

May I have a word?If I may, I think...Excuse me for interrupting. May I come in here?

GivingGivingGivingGiving OpinionsOpinionsOpinionsOpinions

I feel that...In my opinion...The way I see things...


If you ask me, I tend to think that...

AskingAskingAskingAsking forforforfor OpinionOpinionOpinionOpinion

Do you think that...(name), can we get your input?Do you think that...(name), can we hear your opinion?How do you feel About...?

VotingVotingVotingVoting

Everyone, this meeting is split on the decision so I move this assembly to vote.Let us vote on this issue.Let us put this issue to vote.According to our house rules, whichever is the majority vote shall win.As the Chair of this meeting, seeing that there are equal number of votes, I havedecided that...May I see a show of hands?Please explain briefly why you are siding with this vote.Anyone in favor of this side, please raise your hands.To those who are not in favor of the decision, please raise your hands.Who here is in favor of the decision?

CommentsCommentsCommentsComments andandandand FeedbackFeedbackFeedbackFeedback

I'm afraid I'd have to disagree about that.May I have permission to speak?Jane, could you please speak up. We can't hear you at the back.We don't seem to be getting anywhere with this.Perhaps we should come back to this at another time?

AskingAskingAskingAsking forforforfor ClarificationClarificationClarificationClarification

I'm afraid I don't quite understand what your are getting at.Could you explain to me how that is going to work?I don't see what you mean. Could we have some more details, please?

KeepingKeepingKeepingKeeping thethethetheMeetingMeetingMeetingMeeting onononon TimeTimeTimeTime

Well, that seems to be all the time we have today.Please be brief.I'm afraid we've run out of time.I'm afraid that's outside the scope of this meeting.


ClosingClosingClosingClosing

Are there any more objections or suggestions?Thank you all for participating in this meeting.Meeting adjourned.

PRESENTATIONSPRESENTATIONSPRESENTATIONSPRESENTATIONS

USEFULUSEFULUSEFULUSEFUL PHRASESPHRASESPHRASESPHRASES

INTRODUCTIONINTRODUCTIONINTRODUCTIONINTRODUCTION

On behalf of (company) I would like to welcome you here today. My name is ...

Hi, I am (name) and I am from (company).

Good morning/afternoon/evening, ladies and gentlemen. My name is (name) and I amdelighted to be here today to talk to you about

I'd like to introduce my colleague, (name), who will be talking to us about...

Hi everyone, I am (name and position). Today I'd like to tell you about

INTRODUCINGINTRODUCINGINTRODUCINGINTRODUCING THETHETHETHE TOPICTOPICTOPICTOPIC

Today I am here to talk to you about

As you all know, today I am going to talk to you about

I would like to take this opportunity to talk to you about

I am delighted to be here today to tell you about

Today I would like to outline

STRUCTURINGSTRUCTURINGSTRUCTURINGSTRUCTURING THETHETHETHE PRESENTATIONPRESENTATIONPRESENTATIONPRESENTATION

My talk is divided into x parts.

I'll start with / Firstly I will talk about / I'll begin with


then I will look at

next

and finally

I will be glad to answer any questions that you may have at the end.

BEGINNINGBEGINNINGBEGINNINGBEGINNING THETHETHETHE PRESENTATIONPRESENTATIONPRESENTATIONPRESENTATION

I'll start with some general information on

I'd just like to give you some background information about

Before I start, does anyone know?

As you are all aware / As you all know

CHANGINGCHANGINGCHANGINGCHANGING THETHETHETHE TOPICTOPICTOPICTOPIC OROROROR SPEAKERSPEAKERSPEAKERSPEAKER

Right, let's move on to

This leads me to my next point, which is

I'd now like to look at / consider

Now I will pass you over to / hand over to...

Does anyone have any questions before I move on?

SUMMARYSUMMARYSUMMARYSUMMARY

To sum up

So to summarize the main points of my talk

Just a quick recap of my main points

INVITINGINVITINGINVITINGINVITING QUESTIONSQUESTIONSQUESTIONSQUESTIONS

Does anyone have any questions?

I will be happy to answer your questions now


PUBLICPUBLICPUBLICPUBLIC SPEAKINGSPEAKINGSPEAKINGSPEAKING

SuggestedSuggestedSuggestedSuggested stagesstagesstagesstages

HavingHavingHavingHaving aaaa longlonglonglong introductionintroductionintroductionintroduction

- Greeting- Thanking/ Welcoming- Showing awareness of the audience/Making a personal connection with theaudience- Topic- Aim/ Thesis statement

- Name and other relevant personalinformation- Referring to the structure/ content- Saying when to ask questions- Mentioning timing- Kicking off

TryingTryingTryingTrying totototo getgetgetget thethethethe peoplepeoplepeoplepeople listeninglisteninglisteninglistening veryveryveryvery interestedinterestedinterestedinterested inininin thethethethe topictopictopictopic beforebeforebeforebefore youyouyouyou reallyreallyreallyreally startstartstartstarttalkingtalkingtalkingtalking aboutaboutaboutabout itititit

- A quote- A proverb- A statistic- A recent news story- A story, e.g. a personal anecdote

- Reasons why its an important orinteresting topic- A joke- An image- A rhetorical question- A survey of the people attending

HavingHavingHavingHaving aaaa longlonglonglong endingendingendingending

If you have any questions, please don't hesitate to ask

If you have any further questions, I will be happy to talk to you at the end.

CONCLUSIONCONCLUSIONCONCLUSIONCONCLUSION

I'd like to conclude by

That brings me to the end of my presentation, thank for listening / for your attention.

Thank you all for listening, it was a pleasure being here today.

Well that's it from me. Thank you very much.


- Summary- Conclusion

- Thanks- Invitation to ask questions- Where to get more details

USEFULUSEFULUSEFULUSEFUL PHRASESPHRASESPHRASESPHRASES ININININ PUBLICPUBLICPUBLICPUBLIC SPEAKINGSPEAKINGSPEAKINGSPEAKINGGreetingGreetingGreetingGreetingHi/ Hello/ Good morning/ afternoon/ evening (everyone/ ladies and gentlemen/ guys)Thanking/ Welcoming(First of all), (Id like to) thank you for coming.Let me begin by welcoming you all toIts a pleasure to welcome you toIts good to see you (all) here.Thank you for finding the time to come and join me for this presentation.Showing awareness of the audienceI can see some familiar faces today.You all seem quite tired from this morning, so Ill try to keep it short.Its nice to see so many young people today.Introducing yourselfI think most of you know me, but Ill introduce myself anyway.As most of you know, Im andFirst of all, Id like to introduce myself/ let me introduce myself/ I should probablyintroducemyself.I chose todays topic becauseI, which I why I chose the topic of

GivingGivingGivingGiving thethethethe topictopictopictopic(In my presentation/ Today) Id like to/ Im going to talk to you aboutThe topic/ subject of todays presentation isAim/ Thesis statementI want to show you thatI aim to prove to you thatYou might think that, butThe aim of my presentation is to change your mind about

ReferringReferringReferringReferring totototo structure/structure/structure/structure/ contentcontentcontentcontentIll start/ begin/ commence with/ byIve divided my presentation into parts/ My presentation is divided into...In my presentation, Ill focus on three mainFirst, well look at... then well move on to and finally well focus onSecondly/ In the second part of my presentation,(And) then/ After that/ The next stage will be toTo finish up/ Finally/ Ill end with/ The last stage will be toSaying when to ask questions


Please (feel free to) interrupt (me)/ ask questions at any time/ at any stage.If you have any questions, Ill be happy to answer them at the end.

MentioningMentioningMentioningMentioning timingtimingtimingtimingIll try to be finished byMy presentation will last for approximatelyKicking offRight/ Okay/ Well/ So, lets start by looking at

AAAA quotequotequotequote (famously) once said thatAs the famous quote goes,According toTo quoteA proverbIt is often said thatThere is an old Yiddish proverb which says

AAAA statisticstatisticstatisticstatistic That number representsDo you know how many/ much? The surprising answer is

AAAA recentrecentrecentrecent newsnewsnewsnews storystorystorystoryYou may have read/ heard this morning thatIm sure most of you have been following the events inA story, e.g. a personal anecdoteI have personal experience of this.

ReasonsReasonsReasonsReasons whywhywhywhy ititititssss anananan importantimportantimportantimportant orororor interestinginterestinginterestinginteresting topictopictopictopicYou might think this doesnt matter, butThis will become important to all of us when

AAAA jokejokejokejokeTheres a joke connected to this topic, which isAs the well-known joke goes,A survey of the people attendingPlease raise your hand ifHowmany people here?

SummarySummarySummarySummaryTo summarise/ sum up,To recap,I have shown you that

ConclusionConclusionConclusionConclusionI think all this proves that


What can we conclude from what I have presented? Well,It is quite difficult to draw conclusions, but

ThanksThanksThanksThanksThanks for listeningThanks for your kind attentionInvitation to ask questionsIf theres anything youd like to know more about, please feel free to ask questions now.

WhereWhereWhereWhere totototo getgetgetget moremoremoremore detailsdetailsdetailsdetailsYou can read more about it via the links on this last slide.Here is a list of possible further reading on the topic.

CorrectingCorrectingCorrectingCorrecting orororor contradictingcontradictingcontradictingcontradicting whatwhatwhatwhat youyouyouyou saidsaidsaidsaid beforebeforebeforebeforeI meant to sayI said, but in fact/ actuallyExplaining what words in your language mean in EnglishThe direct translation isThe usual way of saying that in English isYou cant really translate this, butTheres a word in my language, which is/ means

GoingGoingGoingGoing backbackbackback totototo aaaa topictopictopictopic youyouyouyou hadhadhadhad alreadyalreadyalreadyalready finishedfinishedfinishedfinished speakingspeakingspeakingspeaking aboutaboutaboutaboutI forgot to mention earlier thatJust one more thing about before I go on.Returning to the main topicAnyway,Getting back to the main point,Where was I? Oh, yesAs I was saying,Pointing at thingsIf you look at this,This is an example ofIm pointing at

CheckCheckCheckCheck ifififif anyoneanyoneanyoneanyone hashashashas questionsquestionsquestionsquestions atatatat thatthatthatthat stagestagestagestageAre there any questions at this stage?Would anyone like to ask anything before I move on?Stopping to look at your notesI have the information here somewhere.Just a second while I look at my notes/ find the right page in my notes.What was I going to say next? Oh yes...

PausingPausingPausingPausing forforforfor thoughtthoughtthoughtthought withoutwithoutwithoutwithout silencesilencesilencesilence whenwhenwhenwhen answeringansweringansweringanswering questionsquestionsquestionsquestionsHow can I best explain? I supposeThats a difficult/ an interesting question.


Let me think.Let me see.Well.

OtherOtherOtherOther phrasesphrasesphrasesphrases forforforfor pausingpausingpausingpausing forforforfor thoughtthoughtthoughtthought withoutwithoutwithoutwithout silencesilencesilencesilenceWhere was I? Oh yes.What is the next point? Oh, yesWhats the word?Clearly marking when you are moving from one sub-topic to the nextMoving on toThe next thing I want to speak about is,I think Ive covered that point, so now I want to speak about

COMMONLYCOMMONLYCOMMONLYCOMMONLY MISUSEDMISUSEDMISUSEDMISUSED ANDANDANDAND CONFUSINGCONFUSINGCONFUSINGCONFUSINGVOCABULARYVOCABULARYVOCABULARYVOCABULARY ININININ ENGLISHENGLISHENGLISHENGLISH

**** affectaffectaffectaffect //// effecteffecteffecteffect

Effect is usually a noun that means a result or the power to produce a result: Thesound of the falling rain had a calming effect, nearly putting me to sleep.

Affect is usually a verb that means to have an influence on: His loud humming wasaffecting my ability to concentrate. Note that effect can also be a verb meaning tobring about or execute: The speaker's somber tone effected a dampening in thegeneral mood of the audience.

**** allallallall togethertogethertogethertogether //// altogetheraltogetheraltogetheraltogether

All together is applied to people or things that are being treated as a group. We putthe pots and pans all together on the shelf.

All together is the form that must be used if the sentence can be reworded so that alland together are separated by other words: We put all the pots and pans together onthe shelf. Altogether is used to mean entirely: I am altogether pleased to be receivingthis award.

**** alternatelyalternatelyalternatelyalternately //// alternativelyalternativelyalternativelyalternatively

Alternately is an adverb that means in turn; one after the other: We alternately spunthe wheel in the game.

Alternatively is an adverb that means on the other hand; one or the other: You canchoose a large bookcase or, alternatively, you can buy two small ones.


**** bimonthlybimonthlybimonthlybimonthly //// semimonthlysemimonthlysemimonthlysemimonthly

Bimonthly is an adjective that means every two months: I brought the cake for thebimonthly office party.

Bimonthly is also a noun that means a publication issued every two months: Thecompany publishes several popular bimonthlies. Semimonthly is an adjective thatmeans happening twice a month: We have semimonthly meetings on the 1st and the15th.

**** disinteresteddisinteresteddisinteresteddisinterested //// uninteresteduninteresteduninteresteduninterested

Disinterested is an adjective that means unbiased or impartial: We appealed to thedisinterested mediator to facilitate the negotiations.

Uninterested is an adjective that means not interested or indifferent: They seemeduninterested in our offer.

**** emigrantemigrantemigrantemigrant //// immigrantimmigrantimmigrantimmigrant

Emigrant is a noun that means one who leaves one's native country to settle in another:The emigrants spent four weeks aboard ship before landing in Los Angeles.

Immigrant is a noun that means one who enters and settles in a new country: Most ofthe immigrants easily found jobs. One emigrates from a place; one immigrates toanother.

**** fartherfartherfartherfarther //// furtherfurtherfurtherfurther

Farther is an adjective and adverb that means to or at a more distant point: We drove50 miles today; tomorrow, we will travel 100 miles farther.

Further is an adjective and adverb that means to or at a greater extent or degree: Wewon't be able to suggest a solution until we are further along in our evaluation of theproblem. It can also mean in addition or moreover: They stated further that theywould not change the policy.

**** hangedhangedhangedhanged //// hunghunghunghung

Hanged is the past tense and past participle of hang when the meaning is to execute bysuspending by the neck: They hanged the prisoner for treason. The convicted killerwas hanged at dawn.


Hung is the past tense and participle of hang when the meaning is to suspend fromabove with no support from below: I hung the painting on the wall. The paintingwas hung at a crooked angle.

**** i.e.i.e.i.e.i.e. //// e.g.e.g.e.g.e.g.

The abbreviation e.g. means for example (from Latin exempli gratia): Her talentswere legion and varied (e.g., deep sea diving, speed reading, bridge, and tangodancing).

The abbreviation i.e. means that is or in other words (from Latin id est): The joy ofmy existence (i.e., my stamp collection) imbues my life with meaning.

**** penultimatepenultimatepenultimatepenultimate

Meaning next to last, penultimate is often mistakenly used to mean the very last, orthe ultimate: The perfectionist was crestfallen when he was awarded the penultimateprize; the grand prize went to another.

*who's*who's*who's*who's //// whosewhosewhosewhose

Who's is the contraction of who is.

Whose is the possessive form of who. Who's going to figure out whose job it is to cleanthe stables?

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