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Table of Contents
Module I

Basic Conversational Expressions

Unit 1.1

Greetings

Unit 1.2

Responding to "How have you been?"

Unit 1.3

Introductions

Unit 1.4

Saying Good-bye

Unit 1.5

Sample Dialogs

Module II

Conversational Strategies

Unit 2.1

Getting Someone's Attention

Unit 2.2

Back Channeling Cues

Unit 2.3

Responding to Something Surprising

Unit 2.4

Agreeing & Disagreeing

Unit 2.5

Asking Someone to Repeat

Unit 2.6

Checking for Understanding

Unit 2.7

Clearing Up Misunderstanding

Unit 2.8

Interrupting

Unit 2.9

Revision Exercises

Module III

Socializing

Unit 3.1

Making, Accepting, Declining an Invitation

Unit 3.2

Host - Greeting a Guest

Unit 3.3

Host - Making a Guest Feel at Home

Unit 3.4

Guest - Upon Arrival

Unit 3.5

Small Talk

Unit 3.6

Saying Goodbye

Unit 3.7

Sample Dialogs and Revision Exercises

Module IV

Telephoning

Unit 4.1

Answering the Phone

Unit 4.2

Offering Help to Caller

Unit 4.3

Wrong Number

Unit 4.4

Ending a Telephone Conversation

Unit 4.5

Revision Exercises

Module V

Shopping

Unit 5.1

Common Expressions

Unit 5.2

Shopping

Unit 5.3

Payment Methods

Unit 5.4

Revision Exercises

Module VI

Eating Out

Unit 6.1

Talking about Food

Unit 6.2

Restaurant 1

Unit 6.3

Restaurant 2 (Ordering Food)

Unit 6.4

Restaurant 3 (Complaining)

Unit 6.5

Sample Dialogs and Revision Exercises

Module VII

At a Hotel

Unit 7.1

Reserving a Hotel Room

Unit 7.2

Checking In

Unit 7.3

Requesting and Complaining

Unit 7.4

Revision Exercises

Unit 1.1: Greetings

There are many English expressions for greetings, ranging from informal to formal ones. Below are
some common expressions.
Informal Greetings
o
o
o
o
o

Hi!
Hello!
What's up?
What's new?
How's it going?

More Formal Greetings

o Good morning. How are you today?
o Good afternoon. How's everything?
o Good evening. How have you been?
Greeting Someone You Haven't Seen for a while
o I haven't seen you in ages! How have you been?
o How're things going?
o How are you getting along?
o Long time no see! (Informal)
Greeting Someone You Are Surprised to See
o Fancy meeting you here!
o Never thought I'd see you here!
o What a surprise to see you here!

Unit 1.2: Responding to "How have you been?"

As you can see in Unit 1.1, when we greet someone we know, we usually will ask the question "how are you"
or "how have you been?" Below are some useful responses.
Expressing You're Healthy and Fine
o I'm fine.
o Great.
o Couldn't be better.
o (I) can't complain.
Expressing You're Busy
o (I've) been busy.
o I'm snowed under. (Meaning: I'm very busy)
o Very busy. There aren't enough hours in the day.
Expressing You Have Been Doing OK (Neutral)
o So-so.
o Same as always.

o Same as usual.
o Plugging along. (informal)
Expressing You Have Not Been Doing Well
o Not too great.
o Not so good.
o Not too well.
o Could be better.
o Lousy. (Meaning: very bad) (slang)

Unit 1.3: Introductions

How do you introduce your friend to someone else? Below are some useful English expressions.
Introducing Ichiro to Naomi
Naomi, I'd like you to meet Ichiro.
Naomi, this is my friend Ichiro.
Naomi, (this is) Ichiro. Ichiro, Naomi.
Naomi, have you met Ichiro?
Naomi, do you know Ichiro?
What to Say When You've Just Been Introduced
Good to meet you.
Nice to meet you.
I'm glad to meet you.
What a pleasure to meet you. (formal)
A pleasure. (formal)
What to Say When You Didn't Catch Someone's Name
I'm sorry. What's your name again?
Sorry, I didn't catch your name.
I'm sorry, could you tell me your name again?

Unit 1.4: Saying Good-Bye

There are many English expressions for saying good-bye, ranging from informal to formal ones.
Below are some common expressions.
Simple Good-byes
o Bye.
o Good-bye.
o Bye for now.

o See you later.

o Talk to you soon.
o See you around. Take care.
o See you real soon.
o See you tomorrow / next week.
o See ya. (informal)
o See you later, alligator. (slang)
More Formal Good-byes
o (It was) nice to see you. Good-bye.
o (It was) good to see you. Good-bye.
o (It was) nice talking to you. Bye.
o Take care. See you again.
Saying Goodbye to Someone You Have Just Met
o Nice meeting you.
o It was a pleasure meeting you. (formal)
o It's a real pleasure to have met you. (formal)
o It's been a real pleasure. (formal)

Unit 1.5: Sample Dialogs

Situation 1:
Keiko was shopping with Naomi at a bookstore where she ran into Ichiro (met Ichiro by
chance). They hadn't seen each other for a while.
Keiko: Hey! What a surprise to see you here!
Ichiro: Yeah! Haven't seen you in ages! How've you been?
Keiko: Fine. How about you?
Ichiro: Well, just plugging along.
Keiko: Oh, have you two met?
Ichiro: I don't think so.
Keiko: Naomi, this is Ichiro. Ichiro, Naomi.
Ichiro: Nice to meet you.
Naomi: Same here.
(They chatted for a while)
Ichiro: Listen, I gotta go. It was nice seeing you again, Keiko.
Keiko: Nice seeing you, too. Let's get together again soon.
Ichiro: Yes. Let's do that. Nice talking to you, Naomi. Take care.
Naomi: Nice meeting you, Ichiro. See you.
Situation 2:

Sam was at a business conference and he was introduced to John for the first time.
Sam: Good conference, isn't it?
Mary: Sure is. Have you met John yet?
Sam: No. Who's he?
Mary: He is the representative from Global Inc. Let me introduce him to you.
Sam: OK.
(They approached John)
Mary: John, I want you to meet a colleague of mine, Sam Malone. Sam, this is John Brown.
Sam: Nice to meet you, Mr. Brown.
John: Nice to meet you. Do call me John.
(They chatted for a while)
John: Well, it was a pleasure meeting you, Sam.
Sam: Nice talking to you. Let's stay in touch.
John: Sure, I will.

Unit 2.1: Getting Someone's Attention

When you want to start a conversation, you need to first get the other person's attention. There are
many ways to do that. Below are some common expressions that you can use.

Starting an Informal Conversation

Listen (to this).
Listen up.
Get a load of this.
Get this.
Guess what?
Guess what I just found out.
Have you heard the latest?
Did you hear the news?
Starting a More Formal Conversation
Can I talk to you?
Do you have a minute?
Let's sit down and talk.
May I have a word with you?

Examples:
Dialog 1: (between 2 friends)
Ann: Guess what?
Jim: What?
Ann: I'm getting married next month.
Jim: Congratulations! Who's the lucky guy?
Dialog 2: (between 2 coworkers)
Ken: Hey, did you hear the news?
Joe: No. What news?

Ken: Tom has got the sack. (*to get the sack = to get fired)

Dialog 3: (between a boss and his employee)

Boss: Jim, do you have a minute?
Jim: Yes.
Boss: Let's sit down and talk.
Jim: Sure.
Dialog 4: (between a boss and his employee)
Jim: Mr. Tanaka. Do you have a minute?
Boss: Yes.
Jim: May I have a word with you?
Boss: Sure. Come in, sit down.

Unit 2.2: Back Channeling

Back channeling signals are used in the course of a conversation to indicate to the person we are
talking to that you are paying attention. Below are some common expressions that you can use.
Showing You are Listening
o
o
o
o
o

Yes.
Right.
Uh-huh.
I see.
OK.

Encouraging the Other Person to Keep Talking

o Yes. Go on.
o Yes. Keep going.
o And?
When the Other Person is Repetitious
o
o
o
o

So you just said.

I get the point already.
I know already.
I think we've covered that already.

Example:
Dialog: (between 2 friends)
Jim:
Joe:
Jim:
Joe:
Jim:
Joe:
Jim:
Joe:
Jim:
Joe:
Jim:

I had a day off yesterday...

I see.
... So I went on a date with my girlfriend ...
And?
... and we went to see "Lost in Translation".
Uh-huh. What's it about?
Well, it's about two American people - they are strangers, and ...
Yes. Keep going.
and they met by chance in Tokyo...
Right. And?
and these two people are strangers ...

Joe: So you just said.

Unit 2.3: Showing Disbelief or Surprise

During a conversation, someone might tell you something that is surprising, outrageous, or even
doesn't seem to be true. How can you express your surprise or disbelief? What should you say in
response? Below are some common expressions that you can use.
Showing Disbelief or Surprise
o
o
o
o
o
o
o

Really?
No kidding!
Are you serious?
You're making this up, aren't you?
No way! (Informal)
Are you for real? (Informal)
Are you pulling my leg? (idiom) (to pull someone's leg = to fool someone)

Responding to Something Outrageous or Really Surprising

o
o
o
o
o
o
o

You've got to be kidding!

You've got to be kidding me!
I can't believe it!
Unbelievable!
Come on! (Informal)
Get out of here! (Informal)
That blows my mind. (Informal)

Examples:
Dialog 1: (between 2 friends)
Joe: Listen to this. A 60-year-old woman gave birth to a baby yesterday in Italy.
May: You're making this up, aren't you?
Joe: No, it's in the newspaper.
Dialog 2: (between 2 friends)
Kim: Do you remember John?
Ann: You mean our high school friend?
Kim: That's him. He was in last week's national singing contest...
Ann: And?
Kim: ...and he won first prize!
Ann: Get out of here! John is tone-deaf!
Kim: I know.
Ann: Unbelievable! That really blows my mind.

Unit 2.4: Agreeing and Disagreeing

In a conversation, you may agree totally with what the other person said, or you may agree partially,
with reservation. On the other hand, you may mildly or even strongly disagree with the other
person. What can you say in each of these situations? Below are some common expressions that
you can use.
Showing Total Agreement
o
o
o
o
o
o
o
o
o
o
o

Absolutely.
Exactly.
Indeed!
That's for sure.
You're right.
I totally agree with you.
I agree with you a hundred percent.
I couldn't agree with you more.
Can't argue with that.
Couldn't have said it better.
We see eye to eye on this. (idiom) (Meaning: we agree totally on this)

Showing Partial Agreement

o You may be right.
o Well, perhaps (you're right).
o You might have a point there.
Showing Mild Disagreement
o It may be so, but ...
o I'm not sure if I agree with you totally there.
Showing Strong Disagreement
o
o
o
o
o
o

I'm afraid I disagree with you.

I'm afraid I can't agree with you.
I couldn't disagree (with you) more.
I disagree completely.
You've got that wrong. (informal)
You're dead wrong. (informal)

Examples:
Dialog 1: (between 2 friends)
Jim: Listen to this. They are going to ban smoking on the beach in Los Angeles.
Joe: Really? That's good news. I think they should do the same here in Japan.
Jim: Exactly!
Dialog 2: (between 2 friends)
Ann: Guess what? I've made an appointment to have a nose job next week.
Liz: A nose job? Are you for real?
Ann: Yeah! What's wrong with that? If I look better, I'll feel better.
Liz: I'm not sure if I agree with you totally there. Looks is not that important. What's
important is your personality.
Ann: You're dead wrong, Liz! Looks is everything for a woman.
Liz: Well, I'm afraid we don't see eye to eye on this.
(*a nose job = cosmetic surgery on the nose)

Unit 2.5: Asking Someone to Repeat

In a conversation, you may not be able to get everything the other person has said. It may be
because the person speaks too softly, or too fast, or may be there are words or expressions you
don't know. In these cases, it is perfectly OK to let the other person know that you have trouble
hearing him/her. You can use some of the phrases below.
When You Want Someone to Repeat What S/he Just Said
o
o
o
o
o
o
o
o
o
o

I beg your pardon?

Pardon me?
Excuse me?
What did you say?
What was that?
I'm sorry. I missed that.
I didn't quite get that. (Meaning: I didn't quite hear or understand that.)
Could you repeat that?
Say that again? (Informal)
Come again? (Informal)

When Someone Speaks Too Fast

o Could you speak more slowly?
o Slow down! I can't follow you! (Informal)
When Someone Speaks Too Softly
o Could you speak louder?
o Speak up. I can't hear you. (Informal)
Example:
Dialog: (between a customer and a computer salesperson)
Salesperson: If you buy this computer today, you'll get a 30% discount, which means you only
have to pay $1598.98.
Customer:
I'm sorry. Say that again?
Salesperson: If you buy this computer today, you only have to pay $1598.98 - a 30%
discount!

Unit 2.6: Checking For Understanding

When having a conversation with someone, we always want to make sure that we understand what
each other is saying. It is a good conversational strategy to check, from time to time, if the person
you are talking to understands what you are saying.
When, on the other hand, being asked if YOU understand what the other person is saying, you
should respond honestly - that is, if you don't understand, say so, and ask the person to repeat.
Below are some useful expressions which you can use.

When You Want to Make Sure Someone Understands You

(Do you) understand what I'm saying?
(Do you) know what I mean?
(Do you) know what I'm talking about?

Does that make any sense?

Do you follow me?
Are you with me?
With me so far?
You know?
You see?
Right?
When You Understand What Someone Is Saying
I see what you're saying.
I see what you mean.
I know what you mean.
I know.
I understand what you're saying.
I'm with you.
I hear you.
I hear what you're saying.
When You Don't Understand What Someone Is Saying
o
o
o
o

I don't get it.

I don't follow you.
I'm not sure I get your point.
I'm not sure I know what you mean.

Example:
Dialog 1: (between a father and his son)
Son: I want to quit school.
Dad: Are you serious?
Son: Yeah! I'm smart, I don't need to go to university...
Dad: Listen. I don't care how smart you are, if you don't have a good education, you can't get
a good job these days. Do you know what I mean?
Son: Yeah, I guess.
Dad: Education is the most thing for you right now...
Son: OK, I hear you.
Dialog 2: (between a computer instructor and a student)
Instructor: To send an email, you just have to click on this button, type in the email address,
or you can select an address from the address book. Do you follow me?
Student: I don't get it. What address book?

Unit 2.7: Clearing Up Misunderstanding

In Unit 2.5, we talked about the importance of checking to see if we understand each other in a
conversation.
Misunderstandings do occur in conversations. When someone misunderstood what you said, how can
you point that out?
Or, when you are not quite sure what the other person is saying, what can you say to encourage the
person to give you an explanation?
Below are some useful expressions which you can use.
When You Are Misunderstood

 That's not what I meant.

That's not what I said.
I didn't mean that.
I didn't say that.
You've got me wrong.
I didn't mean to give you that impression.
When You Want an Explanation
What exactly are you trying to say?
What do you mean to tell me?
What's your point?
I didn't get that.
Example:
Dialog 1: (between a man and his girlfriend)
Jim: I really envy Scott. His girlfriend is so beautiful and cute.
Ann: What exactly are you trying to say? Am I not cute and beautiful?
Jim: No! I didn't say that...

Unit 2.8: Interrupting

In a conversation, sometimes we would like to interrupt the other person to add our own view, to tell
our own story or experience, or to voice our disagreement. We can interrupt without being rude by
using some useful phrases, such as the following.

Interrupt and Add a Comment

May I say something here?
Could I just say something?
May I add something here?
I want to add one thing...
I have a similar experience...
Let me tell you a similar story of mine.
Sorry, could I interrupt for a moment? (formal)
I wonder if I could comment on what you have just said please? (formal)
Interrupt and Voice Your Disagreement
Now wait a minute here. I don't agree with you.
Excuse me for interrupting, but I don't agree with you on this point.
Hold on a second. I disagree. I think you are wrong. (informal)

Examples:
Dialog 1: (during a meeting)
Chairperson: Let's move on to the next item on the Agenda, and...
Staff A:
Sorry, could I interrupt for a moment?
Chairperson: Sure, go ahead.
Dialog 2: (between a husband and a wife)
Wife:
You don't care about me and our daughter anymore. All you care about is work
and playing golf and ...
Husband: Now wait a minute here. I don't agree with you. I spent the whole evening
yesterday with you and our daughter!

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Unit 3.1: Making, Accepting, and Declining an

Invitation
Do you know how to invite someone to your house for dinner or party? Or, do you know what to say
in English when someone invites you? Here are some common expressions you can use.
Inviting Someone to Come to Your House for Dinner (Informal)
Wanna come over for dinner tonight? (Wanna = want to)
Wanna pop over for a quick dinner?
How about coming over for dinner tonight?
Care to come over for dinner tonight?
Inviting Someone to Come to Your House for Dinner (More formal)
Would you like to come over for dinner tonight?
Would you care to join us for dinner at our house tonight?
I was just wondering if you would like to come over for dinner tonight.
Please come over for dinner tonight.
We'd be delighted to have you over for dinner tonight.
Accepting an Invitation (Informal)
Sure. What time?
Why not? When do you want me to be there?
Sure. When should I be there?
Yes! Want me to bring something?
I'd love to. I'll bring dessert.
Accepting an Invitation (More formal)
Thank you! I'd love to. Would you like me to bring anything?
Thank you very much! I'd be delighted to. What time should I be there?
Oh, certainly! Thank you. Do I need to bring anything?
Declining an Invitation (Informal)
I can't. I have to work.
Tonight's no good. I have an appointment.
I'm busy tonight. Can I take a raincheck on that?
(*raincheck: if someone invites you to dinner on a night that you are busy, you can say, "Can I take a
raincheck?" This means that you hope they will invite you again on another night.)
Declining an Invitation (More formal)
I'd love to, but I'm afraid I'm busy tonight.
I'd love to, but I already have plans tonight.
Examples:
Dialog 1: (between 2 co-workers)
Ann: Bob and I are having a little get-together at our place tonight . Wanna pop over after
work?
Jim: Sure, why not? What time do you want me to be there?
Ann: Around 6.
Jim: OK. Want me to bring something?
Ann: No. Just bring yourself.
Dialog 2: (between 2 friends)
Sam: Wanna come over for a quick meal tonight?
Tom: Tonight's no good. I have a date. Can I take a raincheck?
Sam: OK. No problem. Enjoy your evening!
Tom: You too.
Dialog 3: (a parent is making an invitation to her son's teacher)

 Jan: Mr. Brown, my husband and I were just wondering if you would like to come over
for dinner this evening.
Brown: Oh, thank you! I'd be delighted to.
Jan: Great! Could you come over at around 6?
Brown: Sure. Do I need to bring anything?
Jan: No, but thanks for asking.
Brown: OK. See you this evening then.
Dialog 4: (a parent is making an invitation to her son's teacher)
Jan: Mr. Brown, my husband and I were just wondering if you would like to come over
for dinner this evening.
Brown: Well, I'd love to, but I have another appointment tonight.
Jan: Oh, that's too bad. Well, maybe next time then.
Brown: Yeah! Thank you for asking. Enjoy your evening!

Unit 3.2: Host - Greeting a Guest

If you are the host and your guest has arrived at your house, what can you say to welcome them?
Here are some common expressions:
Welcoming a Guest
o I'm so glad to have you here.
o I'm so glad you could come.
o I'm so glad you could visit.
o We're delighted to have you here.
o Delighted to have you here.
Welcoming a Guest Whom You Haven't Seen for a While
o It's so good to see you after all this time.
o Good seeing you again.
o It's a pleasure to see you again. (formal)
Welcoming an Unexpected Guest
o Hey, look who's here!
o Well, look who's here!
o Oh boy! Am I surprised to see you!
o What brings you here?
o What a delightful surprise!
o What a nice surprise!

Unit 3.3: Host - Making a Visitor Feel at Home

In Unit 3.2, we have learned some useful expressions to welcome our guests. In this Unit, we will
learn more expressions which can be used to make our guests feel at home and comfortable.

Asking a Guest to Come Inside the House

Come right in.
Come on in.
Please come in.
Please do come in. (formal)
Making a Visitor Feel at Home
Make yourself at home.
Make yourself comfortable.
Make yourself comfy. (informal) (comfy = short for comfortable)
Would you like to take off your coat?
Here, let me take your coat.
Offering a Visitor a Seat
Please have a seat.
Please sit down.
Would you like to sit over here?
Sit over here. This chair is more comfortable.
Offering a Visitor Something to Drink
Would you like some coffee or tea?
Let me get you something to drink. What would you like?
Can I get you something to drink?

Unit 3.4: Guest - What to Say

Units 3.2 and 3.3 show expressions which a host can use. In this Unit, we will look at expressions
which a guest can use upon arriving at the host's.
What to Say Upon Arrival at the Host's
Thank you for inviting me tonight.
It's nice of you to invite me to your house tonight.
Where can I put my coat?
You have a beautiful home.
You have a wonderful place here.
What a beautiful home you have!
I love your sofa.
I love what you did to your living room/kitchen/study.
I love your wallpaper.
What to Say for Late Arrival
Sorry I'm late. I couldn't get a taxi.
Sorry to have kept you waiting. The bus/the train was late.
Sorry to be late. I missed the train/the bus.
Sorry I'm late. I got stuck in traffic.

 Sorry I'm late. The traffic was terrible!

Sorry to be late. I got lost.
Sorry to be late. I was looking for a place to park.
Have you been waiting long?

Unit 3.5: Small Talk

In a social situation, we often do "small talk". Many students find it hard to start a conversation. In
this Unit, we will look at some common topics for small talk, and expressions that can be used to
start such conversation topics.
Asking a Question to Start a Conversation

So, what's new with you?

How have you been?
What have you been doing lately?
What's new? Fill me in. (Fill me in = Tell me everything)
How's your son doing? How old is he now?
Your daughter must be in her teens now. How's she doing?
Seen any good movies lately?
Read any good books lately?

Starting a Conversation Using the Weather

Nice weather today, isn't it?

Lovely weather, isn't it?
Lousy weather, isn't it?
What a storm we had last night!
What a blizzard!
It's hot and humid today, isn't it?
It's cold and windy out, isn't it?

Starting a Conversation Using Sports

Have you been following the baseball games?

Great game last night between the Giants and the Carp, huh?
The Giants are not doing so well this season, huh?
Are you still playing volleyball?
Spring is here. It's tee-off time again, huh? (= It's time to play golf again)

Unit 3.6: Saying Goodbye

As a guest, what should you say when you want to leave, say, a party or your host's? As a host, what
should you say in return? In this Unit, we will look at some common expressions for saying goodbye.

 Guest - Stating You Have to Leave

Well, it's getting late. I'd better get going.

I'm afraid I have to go. I have a big day tomorrow. (a big day = a busy day)
I'd better be off. I have to get up early tomorrow.
I'd better get going. It's a long drive home.
Well, time to go. (informal)
Time to hit the road. (idiom, informal)

Guest - Thanking Your Host

Thanks for a lovely evening. (formal)
Thanks for a lovely time. (formal)
Thank you for inviting us.
Thank you for having me over.
I had a great time. Thanks.
I had a lovely evening. Thanks for asking me over.
Thanks for the food and drinks!
Thanks for the good food and good company.
Host - Saying Goodbye

It's been our pleasure to have you here. (formal)

It's been a delightful visit. (formal)
Thank you for coming.
Thanks for dropping by.
Glad you could come.
Come back soon.
Let's do this again soon.
We have to do this again sometime.
We have to do this more often.

Unit 4.1: Answering the Phone

In this Unit, we will first look at expressions for answering the phone. Please note the different
expressions used when answering the phone at home and at work.

Answering the Phone At Home

Hello?
Hello, Sato residence.
Hello, Ken Sato speaking.
Ken Sato.
Yeah! (informal)
Answering the Phone in the Office
Sato Corporation. May I help you?
Ken Sato speaking. May I help you?
Personnel Department. How may I help you?

 Asking a Caller Who He/She Wants to Talk to

Who do you want to talk to?
Who would you like to talk to?
Who do you wish to speak to?
Asking a Caller to identify Him/Herself
May I ask who's calling, please?
Who shall I say is calling?
Who's calling, please?
Who's calling? (informal)
Who is it? (informal)
Putting a Caller on Hold
Hold the line, please.
Just a moment, please.
Just a second, please.
Please hold on.
Please hold on a second.
Please hang on a second.
Hold on. (informal)
Hold on a sec. (informal) (sec = short for second)
Hang on a sec. (informal)
Examples:
Dialog 1: (Jan is calling her friend, Joe)
Joe: Hello?
Jan: Hello, is Joe there?
Joe: Speaking. Who's it?
Jan: Joe, this is Jan.
Joe: Oh, hi, Jan. How are you?
Dialog 2: (Jan is calling her friend, Joe. Joe's wife answers the phone)
Wife: Brown residence.
Jan: Hello, may I speak with Joe, please?
Wife: May I ask who's calling?
Jan: It's Jan Kato calling.
Wife: Hold on a second.
Dialog 3: (Jan is calling her client at his office)
Receptionist: IMB Corporation. May I help you?
Jan: Hello, may I speak with Mr. Tim Horton please?
Receptionist: May I ask who's calling, please?
Jan: Jan Kato, from Global Inc.
Receptionist: Just a moment, please.

Unit 4.2: Offering Help to a Caller

In this Unit, we will look at situations when the person you want to speak to is not available. What
can you say when you want to leave a message? Or, if you answer the phone, and the caller wants
to speak to someone who is not available, what can you say to offer help to the caller?
Here are some common and useful expressions:
Offering to Take a Message from a Caller
o He's not in right now; can I take a message?

o
o
o
o

Mr. Brown is not available. Can I take a message?

Mrs. Sato is off today. Could I take a message?
Mr. Lee is busy right now. Would you like to leave a message?
Mr. Kim is on holiday. Could I have someone call you?

Offering to Help a Caller

o
o
o
o
o

Would you like to talk to someone else?

Could I help you?
Is there anyone else who could help you?
Would you care to talk to his secretary?
Would you like me to put you through to his secretary?

Caller - Leaving a Message

o Please tell him to call me at 438-389-3388.
o Please ask him to give me a call at 416-908-3839.
o Please ask him to call me back. He has my number.

Caller - Not Leaving a Message

o
o
o
o

I'll call back later.

I'll try him again later.
I'll call him again tomorrow.
I'll give him a call next week.

Examples:
Dialog 1
Receptionist: Good morning, IGS Corporation. May I help you?
Mr. Robertson: Yes, Tim Robertson from Global Inc. here. May I speak to Ms. Johnson,
please?
Receptionist: Ms. Johnson is not in right now; can I take a message?
Mr. Robertson: Yes, please tell her to call me back this afternoon. My number is 459-9833983.
Receptionist: OK. I'll tell her as soon as she gets in.
Mr. Robertson: Thank you.
Receptionist: You're welcome.
Dialog 2
Receptionist: Good morning, IGS Corporation. May I help you?
Mr. Robertson: Yes, may I speak to Mr. Brown, please?
Receptionist: Mr. Brown is on holiday right now. Would you care to talk to his
secretary?

Mr. Robertson: Uh...When will he be back?

Receptionist: Next Monday.
Mr. Robertson: Well, in that case I'll give him a call again next Monday. Thanks.
Receptionist: You're welcome.

Unit 4.3: Wrong Number

This Unit deals with the situation of dialing the wrong number. How can you tell someone who has
dialed the wrong number? Or, when you have dialed the wrong number, what should you say? Here
are some useful expressions:
Telling a Caller He/She Has Got the Wrong Number
I'm sorry, you've got the wrong number.
There is no one by that name here.
I think you've dialed the wrong number.
You've got the wrong number.
Sorry, wrong number. (informal)
Caller - Apologizing after Dialing a Wrong Number
I'm so sorry.
Sorry for disturbing you.
Excuse me.
Examples:
Dialog 1:
Man: Hello?
Ann: Hello, is Tom there please?
Man: What number are you calling?
Ann: 416-456-9999
Man: Sorry, wrong number.
Ann: Oh, I'm so sorry.
Man: That's OK. Bye.
Ann: Bye.
Dialog 2:
Woman: Hello?
Tanaka: Hi, may I speak to Janice please?
Woman: What number are you calling?
Tanaka: Oh, is this 416-905-3344?
Woman: Yes, but there's no one by that name here.
Tanaka: Oh, sorry for disturbing you.
Woman: No problem. Bye.
Tanaka: Bye.

Unit 4.4: Ending a Telephone Call

Finally, let's look at some expressions which we can use when we want to end a telephone call.
Bringing a Telephone Conversation to an End (Informal)

Hey, I gotta go. Talk to you later.

I have to get back to work now. Will talk again later.
I have to pick up my kids now. Bye.
Hey, I gotta run. Nice talking to you.
Hey, I really have to go now. Bye.
Listen, there's someone at the door. I'll call you back later.
There's someone on the other line. I must say good-bye now.

Bringing a Telephone Conversation to an End (More formal)

It's been a pleasure talking to you. Bye now.

Thank you for calling. Good-bye.
Can we continue this later? I have a call on another line.
Could we continue this later? I have a meeting right now.
Excuse me, can I call you back? Something urgent has come up.
Excuse me, I'm in the middle of something. Can I call you back?

Examples:
Dialog 1: (between 2 friends)

Jim:
Joe:
Jim:
Joe:

... so in the end I spent the weekend watching TV at home.

That's too bad! Hey, listen, I have to get back to work now. Talk to you later.
OK. Nice talking to you. Bye now.
Bye.

Dialog 2: (between 2 business associates)

Tom: Tom Jones speaking.
Liz: Hi, Tom. This is Liz. I need to talk to you about the report you sent me last week.
Tom: Uh.. Liz. I'm sorry but I'm in the middle of something. Can I call you back this
afternoon?
Liz: Sure. No problem. Talk to you this afternoon then. Bye.
Tom: Bye.
Dialog 3: (Tom and Liz are now talking about the report)
Tom: ... I think we need to look at the calculations again.
Liz: Right. Tom, can we continue this later? I have to go to a meeting in 5 minutes.
Tom: Sure. How about giving me a call tomorrow morning? We can then go over the rest of
the report.
Liz: OK. I'll talk to you again tomorrow morning. Thanks Tom. Bye now.
Tom: Bye.

Unit 5.1: Common Expressions

First, let's look at some common expressions which can be used by a salesperson to greet a
customer. We will also look at some expressions and questions which can be used by a customer to
ask for information.

Customer - Just Looking

I'm just browsing.
I'm just looking.
Just looking.
Customer - Finding Something in a Store
Where's the section for men's wear?
Where's the section for ladies' wear?
What floor are children's clothes on?
Where can I find electronic goods?
Do you sell computers here?
I need some good quality paper.
I am looking for some jeans.
I'm looking for something for my friend's birthday.
I'm looking for a wedding gift.
Salesperson - Greeting and Offering Help
May I help you?
Can I help you?
Can I help you with something?
Are you being served?
Is someone waiting on you?
Is there anything I can help you with?
Are you looking for anything in particular?
Do you have anything in mind?
If you need me, just let me know.
If you need any help, I'll be right here.
There's a mirror over there.
The changing rooms are over there.

Examples:
Dialog 1: (Anne is just looking!)
Sales: Good morning. How are you today?
Anne: Fine, thank you.
Sales: Can I help you with something?
Anne: No, I am just looking.
Sales: Take your time, and if you any help, just let me know.
Anne: OK. Thanks.
Dialog 2: (Joe needs help)
Sales: Good afternoon, sir. How are you today?
Joe: I'm great. Thanks.
Sales: Are you looking for anything in particular?
Joe: Yes, actually I am looking for some good quality paper.
Sales: I see. You can find different kinds of paper on the 2nd floor.
Joe: OK. Thanks.

Unit 5.2: Shopping

In the Unit, we will look at expressions that a customer can use to ask for specific information when
shopping, such as different sizes, colors, and so on.

Common Shopping Questions by a Customer

I don't like the color. Do you have this in a different color?
Do you have these pants in blue?
It's too loose. Do you have this in a smaller size?
It's too tight. Do you have this in a larger size?
Do you have this in Medium?
Do you have this in cotton?
It's a little over my budget. Do you have something less expensive?
Do you have something less pricey? (= less expensive)
Can I try this on?
Where is the fitting room?
Can you gift wrap that?
Can I get this gift wrapped?
Would you please gift wrap that?
Responses by a Salesperson
The fitting rooms are over there.
I'm sorry, we are out of stock on this item.
I'm sorry, this item is out of stock.
I'm sorry, there is only one color left for this item.
I'm sorry, we don't carry this item anymore.
May I suggest something instead?
I've got exactly what you're looking for.
This one's on sale right now.
Do you need anything to go with your shirt?
Is there anything else I can get for you?
Compliments by a Salesperson
o
o
o
o
o
o

That shirt looks really nice on you!

That looks great on you.
You look great in that dress.
That dress really flatters your figure.
You look really smart in this suit, sir!
Red is your color!

Examples:
Dialog 1: (Do you have this in a different color?)
Sales: Just to let you know. The shirt you are looking at is on sale right now.
John: Oh, really? I don't like this color though. Do you have it in green?
Sales: Let me check ... Here you are. Would you like to try it on? The fitting rooms are
over there.
John: Thanks....
(John is looking at himself in the mirror)
Sales: That shirt looks really nice on you!
John: You think so?
Sales: Yes. Green is your color!
John: Well, I'm sold. I'll take it.
Sales: Thank you. Do you need anything to go with the shirt?
John: No, that's fine.
Dialog 2: (We are out of stock!)
Jane: Excuse me, do you have these pants in Small?
Sales: Oh, I'm sorry, we are out of stock on this item. May I suggest something instead?

 Jane: Uh... no, that's OK. I'll look for something else. Thanks.
Sales: If you need any help, just let me know.
Dialog 3: (It's a little pricey!)
Sales: Do you need anything help, sir?
Jim: Well, I'm looking for a wedding gift.
Sales: May I suggest something? This dinnerware set is perfect for a wedding gift.
Jim: Very nice! How much is it?
Sales: It is $400.
Jim: It's a little over my budget. Do you have something less expensive?
Sales: Well, how about this set, sir? It's on sale right now. $250, down from $350. It's a
bargain.
Jim: Hmm... OK. I'll take it. Can you gift wrap that?
Sales: Certainly, sir.

Unit 5.3: Payment Methods

This Unit deals with different payment methods for shopping.

Salesperson
How would you like to pay for this?
How do you want to pay for this?
Will that be cash or credit?
Will that be cash or charge?
Do you want to put this on your credit card?
Customer
I'll pay in cash.
I'll pay by credit card.
Do you take VISA?
Do you take traveler's checks?
Do you take US dollars?
Can I pay by VISA?

Examples:
Dialog 1: (How would you like to pay for this?)
Sales: The total comes to $56.89. How would you like to pay?
Anne: Do you take VISA?
Sales: Sure.
Anne: Great! Here you are.
Sales: Thank you.
Dialog 2: (Do you take traveler's checks?)
Sales: Will that be all? Would you like something to go with your pants?
Mary: No, that will be all.
Sales: OK. That's $49, please. How would you like to pay?
Mary: Do you take traveler's checks?
Sales: I'm sorry, we take only cash and credit card.
Mary: Oh, OK. I'll pay by credit card then. Here you go.
Sales: Thank you.

Unit 6.1: Talking about Food

Talking about the look, smell and taste of food

The cake looks delicious.
The food smells good.
It smells like heaven in the kitchen.
The curry is really tasty.
My wife's home-made cookies are yummy. (informal) (yummy = delicious)
My mother's apple pie is out of this world. (= excellent, very delicious)
The steak looks over-cooked.
The soup is a bit too salty.
The meat is tough and dry.
The taste of this dish is a bit bland.
The steak tastes like a piece of leather. (= hard and tasteless)
The food in the new Italian restaurant is second to none. (= the very best)
The food in that restaurant is really disgusting. (= not delicious)
Saying you are hungry
I'm hungry.
I'm starved. (= very hungry)
I'm famished. (= very hungry)
I'm so hungry I could eat a horse.
I'm peckish. (= a little bit hungry)
At the dinner table
Please pass me the salt.
Could you pass the pepper please?
Could I have some milk please?
Could I have seconds, please?
Is there any more of this?
What's for dessert? (Informal)

Unit 6.2: Restaurant 1

Waiter/Waitress - Asking a Customer about Seating

Do you have a reservation?
How many people?
Party of four?
Table for two?
Smoking or non-smoking?
Would you like a table in the smoking or non-smoking section?
There's a 15-minute wait.
Customer - about Seating
We have reserved a table for 2 at 7 p.m. The name is Johnson.

We don't have a reservation. How long do we have to wait?

Party of five.
Non-smoking, please.
I'd like the non-smoking section, please.
Waiter/Waitress - Greeting Customers Seated at the Table
Hi, how are we doing today?
Hello, how are you this evening?
Hi, my name's Terry. I'll be your waiter this evening.
I'm John. I'll be your server this evening.
Would you like to order something to drink first?
Would you like to order something to drink while you are looking at the menu?
Would you like to start with something to drink?
Can I get you something to drink?
Here's the menu.
I'll be with you in few minutes.
I'll come back to take your orders in a few minutes.

Unit 6.3: Restaurant 2 (Ordering Food)

Waiter/Waitress - Asking if A Customer is Ready to Order

o
o

Customer - Saying You are Not Ready to Order

o
o
o
o

We are not ready to order yet.

I haven't decided yet.
Could you give us a few more minutes?
We need a few more minutes to decide.

Customer - Saying You are Ready to Order

o
o
o
o

Are you ready to order?

May I take your order?

We are ready to order.

We're ready.
Can we order now?
Can you take our orders now?

Customer - Concerning the Menu

o
o
o
o
o

What's the soup of the day?

What's the special of the day?
What do you recommend?
Does the steak come with a salad?
What's in this dish?

Waiter/Waitress - Concerning Orders

How would you like your steak?
How would you like that?
What kind of potatoes would you like? Mashed, baked, or french fries?
Would you like soup or salad with that?
What kind of dressing would you like for your salad?
Would you like to order some wine to go with that?
What would you like to drink?

o
o
o
o
o
o
o

Unit 6.4: Restaurant 3 (Complaining)

Complaining about the service
o
o
o
o
o

When will our table be ready? We've been here for over 30 minutes.
We've been waiting for our food for over 30 minutes.
I've asked for a glass of water quite a while ago.
May I speak with your manager, please?
I'd like to speak with your manager.

Complaining about the food

o
o
o
o
o
o
o
o
o

Excuse me, this soup is cold.

This meat is too tough/overcooked.
This meat tastes funny.
This meat is not fresh.
This steak is rare. I want it well-done.
There is a fly in my soup!
I can't eat this. It's too salty!
I ordered baked potato, not french fries.
I didn't order this.

Complaining about the bill

o There's something wrong with our bill. We didn't order any wine.
o There seems to be a mistake on this bill.
o I thought the dessert was on the house. (on the house=free; paid by the restaurant)

Unit 6.5: Sample Dialogs and Revision Exercises

Sample Dialog 1 (John and Jill are eating out this evening)

Waiter:
John:
Waiter:
John:

Good evening. Do you have a reservation?

Yes, I've booked a table for 2. The name is Smith.
Let me see... Ah, yes, Mr. Smith. Your table will be ready in about 5 minutes.
Thank you.

(5 minutes later)
Waiter: Mr. Smith, your table is ready. Please come this way.
Sample Dialog 2 (Getting ready to order)
Waiter:
Good evening. How are you today?
John & Jill: Fine, thank you.
Waiter:
I'll be your waiter this evening. My name is Steve. Here's your menu.
John & Jill: Thank you.
Waiter:
Would you like something to drink while you're looking at your menu?
John:
Yes, I'll have a coke please.
Jill:
I'll have an ice tea please.
Waiter:
A coke and an ice tea. I'll be right back with your drinks.
Sample Dialog 3 (Ordering food)

Waiter:
John:
Waiter:
Jill:
Waiter:
Jill:
Waiter:
John:
Waiter:
John:
Waiter:
John:
Waiter:
John:

Are you ready to order?

Yes, I think we are.
Good! Let's start with the lady. What would you like?
I'll have the grilled salmon.
That comes with a salad. What kind of salad would you like? Caesar, or garden?
Caesar please.
OK. How about you, sir? What would you like?
I'll have the steak.
How would you like it?
Medium, please.
And would you like baked potato or fries?
Fries, please.
OK. Would it be all?
Yes, thank you.

Sample Dialog 4 (John and Jill are enjoying their food)

Waiter:
John & Jill:
John:
Jill:

John:

Here's your grilled salmon, and here's your steak. Enjoy!

Thanks.
Ummm... The food smells good.
It sure does. Oh, the salmon is really tasty. How's your steak?
Very tender and juicy. Excellent.

Sample Dialog 5 (John and Jill are packed! meaning: full)

Waiter:
John & Jill:

Is everything alright?
Yes, excellent.

Waiter:
John:
Jill:
John:
Waiter:

Good. Would you care for some dessert?

(To Jill) I'm too full to have dessert. How about you?
I'm packed too.
(To the waiter) No, we're too full! May I have the bill, please?
Sure.

Sample Dialog 6 (John and Jill are eating out again - but this time they are having a bad
experience!)

John:
Where's our food? I'm starving!
Jill:
Yes! This is ridiculous! I'm famished!
John:
Excuse me!
Waiter:
Yes?
John:
We've ordered our food over half an hour ago, and we're still waiting for it.
What's going on?
Waiter:
I'm sorry, we are really busy tonight. I'll check with the kitchen.
Sample Dialog 7 (The food is terrible!)

John:
Oh, here comes our food!
Jill:
Finally!
Waiter:
Here's your salmon, and here's your steak.
Jill:
OK! Let's eat! Oh! My fish is cold! I can't eat it! How's your steak?
John:
It's ... tough ... and dry. It tastes like ... a piece of leather! (Calling the waiter)
Excuse me! We can't eat this food. Her fish is cold, and my steak is tough and dry!
Waiter:
I'm sorry. I'll take it back to the kitchen.

Unit 7.1: Reserving a Hotel Room

Do you know how reserve a hotel room in English? It's not that difficult! Learn the following
commonly used expressions and you will be more confident next time you have to book a room in
English!
Guest - Reserving a Hotel Room over the Phone
o
o
o
o

Hello, can I reserve a room over the phone, please?

Hi, I'd like to reserve a double room, please.
Hello, I want to reserve a single room for next week.
Hello, I'd like to book a twin room, please.

Guest - Asking for a Room at a Hotel

o
o
o
o
o
o
o
o

Do you have any vacancies?

Do you have any vacant single room?
Do you have a double room available for 3 nights?
Can I book a room for tonight?
I need a room for 2 nights.
I'd like a single, non-smoking room for tonight, please.
I'd like a double room with two beds, please.
What's the room rate for a single room?

Clerk - Common Questions to ask a Guest

o
o
o
o
o
o
o

How long will you be staying?

How many nights will you be staying?
Do you have a reservation?
Would you like a smoking or non-smoking room?
Would you like a double bed or twin beds?
May I have your name and phone number please?
May I ask you to fill out this form for me please?

Examples:
Dialog 1: (booking a room over the phone)
Clerk: Royal Inn. How may I help you?
Jim: Hello, I'd like to reserve a single room for next week.
Clerk: Certainly, sir. When will you be arriving?
Jim: Well, I'll be arriving on June 15.
Clerk: And how many nights will you be staying?
Jim: Two nights. I'll be leaving on June 17.
Clerk: OK. I'll check to see if there are any vacancies. Please hold on.
Jim: Thanks.
Clerk: Hello, sir. There's no problem. There are rooms available on June 15.
Jim: Great! By the way, what is the room rate?
Clerk: US$75 per night for a single room.
Jim: OK. Does it come with a bath?
Clerk: Yes, all of our rooms have bath or shower.
Jim: OK. Can I reserve a room then?
Clerk: Sure. May I have your name and telephone number, please?
Dialog 2: (asking for a room at a hotel 1)
Clerk: Good evening. May I help you?
Jim: I need a single room, please.
Clerk: Do you have a reservation?
Jim: No, I'm afraid I don't.
Clerk: I'm sorry, we are fully booked.
Jim: Oh! Do you know where I can find another hotel in this area?
Clerk: There is a Holiday Inn across the street.
Jim: OK. I'll try there. Thank you.
Dialog 3: (asking for a room at a hotel 2)
Clerk: Good evening. May I help you?
Jim: I need a single room, please.
Clerk: Do you have a reservation?
Jim: No, I'm afraid I don't.
Clerk: How long will you be staying with us?
Jim: Just one night.
Clerk: Would you prefer a non-smoking room?
Jim: Yes, please.
Clerk: OK. We have a single non-smoking room on the 10th floor.
Jim: Great! What's the room rate?
Clerk: US$65 plus tax. Breakfast included.
Jim: Excellent!
Clerk: May I ask you to fill out this form for me, please?
Jim: Sure.

Unit 7.2: Checking In

In this Unit, we will look at some common expressions which can be used when we are at a hotel
and are in the process of checking in.
Guest - Checking in
o
o
o
o

Hi, I have a reservation. The name is Johnson.

Hi, do you have a reservation for Johnson?
Hi, I'd like to check in. I have a reservation.
Can I have a room with a view of the garden, please?

Guest - Common Questions to Ask when Checking in

o
o
o
o
o
o
o
o
o
o
o

When is breakfast served in the morning?

Is there a restaurant in the hotel?
Where is the business center? I'd like to check my email.
Can I use the Internet in my room?
Is there a pool?
Is there a gym?
Is there a safe deposit box in the room?
Do I pay now or at checkout?
Do you take credit card?
Do you accept traveler's checks?
What time is checkout?

Examples:
Dialog 1: (at the front desk)
Clerk: Good evening. May I help you?
Nick: Yes, I have a reservation. The name is Johnson.
Clerk: Mr. Johnson... Ah, yes. Would you fill out this form, please?
Nick: Sure... Here you are.
Clerk: You've booked a single room for 3 nights, is that right?

Nick:
Clerk:
Nick:
Clerk:
Nick:

Yes... and I want a non-smoking room please.

Sure, no problem. Your room is on the 2nd floor, Room 233. Here's your key.
Thanks. By the way, is there a safe deposit box in my room?
Yes, it's inside the closet.
Great!

Dialog 2: (later on...at the front desk again)

Nick: Excuse me, is there a place where I can use the Internet?
Clerk: Yes, there is a business center just around the corner where you can use the Internet
and fax machines.
Nick: Oh great! And is there a restaurant in the hotel?
Clerk: Yes. It is located to the right of the lobby.
Nick: OK. Until when is the restaurant open?
Clerk: It's open until 11 p.m.
Nick: Great! Thanks a lot.
Clerk: You're welcome. Enjoy your evening.

Unit 7.3: Requesting and Complaining

In this Unit, we will look at some common expressions which can be used when we want to ask for
something, or to complain about something at a hotel.
Asking for Things/Service at a Hotel
o May I have an extra pillow, please?
o May I have an extra blanket, please?
o Do you have an iron that I may borrow?
o Could you send some shampoo up to my room, please?
o Could you call me a taxi, please?
o Can I leave my luggage here until later today?
o I'd like a wake-up call at 6:30, please.
Complaining about the Room/Service at a Hotel
o
o
o
o
o
o
o
o
o
o
o

The TV in my room doesn't seem to work.

The air-conditioner in my room is not cold enough.
There is no heat in my room.
The tap in the bathroom is dripping.
The toilet in my room doesn't flush.
The room is very dirty.
My room faces the main street and it's very noisy.
I asked for a non-smoking room, but I got a smoking room.
The person next to my room has his TV turned on really loud. I can't sleep.
There seems to be a party going on in the room next to ours. We can't sleep.
I ordered room service over 30 minutes ago, but I am still waiting for the food.

Examples:
Dialog 1:
Clerk:
Keiko:
Clerk:
Keiko:
Clerk:
Keiko:
Clerk:
Keiko:
Clerk:
Keiko:
Clerk:

(Keiko is in her hotel room)

Front desk. May I help you?
Yes. This is Room 2234. May I have some extra towels please?
Sure. I send some up right away.
Oh, and could I borrow an iron?
Certainly. I'll send one up with the towels.
Great! Oh, I'd like a wake-up call tomorrow morning, please.
Certainly. What time would you like us to call you?
Umm... 7 a.m. would be fine.
Sure.
Thanks a lot.
You're welcome.

Dialog 2: (Ann is not too happy with her room. She is having a word with the front desk
clerk)
Ann:
Excuse me, I am staying at Room 323. My room faces the main street and it's
very noisy. Also, there doesn't seem to be heat in my room. Could you change my
room?
Clerk: Umm... Let me check to see if there are any vacant rooms... Ah, I can let you have
Room 468. It's facing the garden so it should be a lot quieter.
Ann: Oh, fantastic! I hope there's heat in this room!
Clerk: I'm sure there is, but if there's any problem, please let me know.
Ann: Thanks a lot for your help.

 Clerk: You're welcome. Enjoy your stay.

Dialog 3: (John can't sleep!)
Clerk: Front desk. May I help you?
John: Yes, this is Room 332. There seems to be a party going on in the room next
door. It's very noisy and I can't sleep!
Clerk: OK. I'll send someone up right away. We're sorry about that.
John: Well, it's not your fault. Thanks for your attention.
Clerk: You're welcome. Good night sir.