EMAILING

SOME USEFUL PHRASES.

Hi, Jaana. Hope youre feeling better.

Im afraid I wont be able to see you on Thursday.

Let me know when youre next going to be in town.

Look forward to hearing from you.

Speak to you later.

Your training manager has asked me to write to you.

Its about organising language training.

Ill call you at the end of the week.

If you have any queries, please call me.

Many thanks for helping out with the conference.

I would like to apologise for the problems we had.

Lets hope we have better luck next time.

I would llike to invite you lunch next week

Are you free for lunch on Friday

Let me know if you-can come.

Many thanks for the invitation.

Id love to come.

We are sorry to inform you that Raj Singh has left the company.

I was very sorry to hear about Raj.

Please pass on my best wishes.

MESSAGES 1

A. First Contact

Dear Ms Hamza

Your training manager, Piotr Murawska, has asked me to write to you about organising
professional language training for your company either in Poland and/or in the UK.

I will call you at the endof the week but, in the meantime, if you have any queries, please call
me in 09809 or send me an email.

Yours sincerely

Ester White.

A Formal Message

Dear Colleague

I am writing to inform you and your staff that we are relocating our offices to Pisa. We will
contact you again in the near future.

Best regards

Duncan Hoe

Everyday matters

Hi Jaana

Hope youre feeling better. I heard from Jack that you had flu.

Im sorry to say that I have a problem next week. Tinas on holiday and I have to cover for
her so I wont be able to see you on Thursday. Ill call you later and we can arrange an
alternative date.

Speak to you later

Ian

A Future Meeting

Beatrice

It was good to see you again last week. Let me know when youre next going to be, in
Salzburg and well arrange a night out. There are some excellent restaurants here.

I look forward to hearing from you.

Regards Rudi
NOTES

Dear Ms Hamza

Use Dear with the persons title and surname when you have not written to the person
before or when you have a formal relationship. If you are in doubt, it is better to be more,
rather than less formal.

..... if you have any queries, please call me...

This phrase is quite often used at the end of an email. Also:

If you have any questions, please call me.

Yours sincerely

In formal emails, we can use the formal letter-writing phrases:

Start: Dear Ms/Mr/Mrs Pringle

End: Yours sincerely

Start: Dear Sir/Madam

End: Yours faithfully

Dear colleague

The use of a word like colleague is used when writing to an identifiable group in more
formal correspondence. It can be singular or plural. Note also:

Dear friend(s), Dear member(s), Dear All, Dear Sir/Madam (when you do not know the name
of the person you are writing to)

I am writing to inform you....

Full verb forms (e.g. I am writing) are often used in formal communications. Note the
less formal (and more common) alternatives:

I am writing (Im writing) to inform you....

I am sure (Im sure) that we can be of help....

I will call (Ill call) you at the end of the week

We will (Well) contact you again.

Best regards

(With) best regards is a very common wat to end an email and can be used in formal
and informal contexts. There are many other ways to end, e.g.:

Regards, Best wishes, Yours, All the best

Hi Jaana

The common informal way to begin an email. You can also simply use a persons
name at the beginning of a message (see Afuture meeting example on page 68).

Hope youre feeling better.

Some other opening phrases:

Just to let you know that....

Sorry tohear about....

Thanks for the message.

....I have to cover for her....

to cover for means to do someones job while the person is away.

Whos covering for you?

Were so short-taffed that there is no-one to cover for me.

Speak to you later

Phrases to indicate that you will be in contact later:

Ill send you a message later.

Call me when you get this message.

Let me know when youre next going to be in Salzburg...

A friendly note to end. Some alternatives:

You must visit us again soon.

It was great to see you.

See you again soon.

I look forward to hearing from you.

Note that-we say:

I look forward to hearing from you. Although quite formal, this phrase is very often
used in emails. Also common:

I look forward to meeting/seeing you.

MESSAGES 2
Saying thank you (1)
Fred
Many thanks for helping with the conference. Im very sorry that so few people came on
Saturday lets not organise the final session in the middle of a public holiday next year.
Anyway lets hope we have better luck in Yokohama.
Take care
Lucy
Saying thank you (2)
Dear Mr Reza
I am writing tothank you for your active participation in our conference. You really helped to
make the event a great success.
I would like to apologise for the poor attendance at the Saturday afternoon session. When we
planned the conference, we did not realise that it clashed with the World Cup finals!
Once again, many thanks and I look forward to seeing you in Yokohoma next year.
Best regards
Lucy Lo Kit.
An invitation
Hi John
I would like to invite you to be our guest at the Brazilian Grand Prix in March. The event is
being held at Interlagos and we would like you to join us for lunch at the track and for an
evening dinner in Sao Paulo. Let me known if you can attend.
Look forward to hearing from you.
Best regards
Pedro.
Declining an invitation

Dear Pedro

Many thanks for your kind invitation to attend the Grand Prix. Unfortunately, Ill be abroad
on that day and I wont be able to make it. I hope the event goes well for you and I look
forward to seeing you soon.

With best regards

John.

NOTES

Many thanks for helping.....

Friendly informal thanks. Note also:

Once again, many thanks.

Very many thanks!

....a public holiday.....

In the UK, public holidays are called bank holidays.

Anyway lets hope we have better luck in Yokohama.

Anyway is ofetn used when we want to make a different point, to move away from what we
have just said:

Anyway, I dont want to think about it anymore.

Anyway, thats all I wanted to say.

Take care

A phrase normally only used when talking to good friends. We do not use this phrase or
others such as Be good, Have fun!, Lucky you! With our more formal business contacts!

I am writing to thank you for....

Fairly formal language for saying thank you.

Note also:

We really appreciate all your help

Were very grateful for your help

I would like to apologise.....

A formal way to apologise..... a more informal phrase:

Im very/really sorry about it.

...... it clashed with the World Cup finals!

When two appointments in a diary clash, they happen at the same time.

....... we would like you to join us for lunch.....

Note the other formal language used in this email. To be less formal, say:

Can you come to the Grand Prix?

I hope you can come to lunch.

Please come.

Let me known if you can attend.

A less formal way to say this is:

Let me know if you can make it.

Id love to come....

An informal enthusiastic response to an invitation. Some others:

That would be great.

Thats a great idea

Ill really look forward to it.

Please send me details of the event....

An event is a special occasion.

Its going to be a very special event.

It took a long time to plan the event.

Many thanks for your kind invitation....

Using a word such as kind emphasises the warmth of the thank you:

It was very kind of you to invite me.

Other ways of saying thank you:

Thank you for your excellent presentation.

Many thanks for the beautiful flowers.

Unfortunately, Ill be abroad....

You can avoid saying sorry by using unfortunately:

Unfortunately, Im going to miss the presentation

I wont be there, unfortunately.

I hope the event goes well for you....

A friendly remark when you cannot attend a meeting or event:

I hope it all goes well.

Good luck with everything

I hope Ill be able to come next time.

MESSAGES 3

Problems

Dear Serge

I have just heard from our French office that they are having problems arranging the meeting
in Paris next week. There is a problem with accommodation as there is a large trade fair on at
that time. All the hotels are full. Do you have any suggestions?

Best regards

Ian

Good news

Dear Eveline

Good news! Weve got the RX contract! Thanks for all your hard work on this. It would be
good to get together sometime next week to talk through some details. Im free all day
Tuesday and Wednesday afternoon.

Let me know a time that suits you and Ill set up a meeting

Regards

Eresema

A general announcement

Dear friends and Colleagues

This is to let you know that Will Pick is leaving the company on Wednesday 3 April. As many
of you know, Wilfred has worked for us for more than twenty years. Im sure that you will
want to join us in wishing Wilfred good luck in his new job. We will be organising a
reception for him in the canteen after work on his last day and we very much hope that you
will be able to come.

Yours sincerely

Tara Gozo

For information

Dear Rosa

I am sorry to inform you that I will be off work for two weeks, as I have to go into hospital
for a routine operation. I expect to be back in the office on 30 March. Helena Rallis willbe
covering for me while I am away, so please contact her if you need anything.

Best regards

Stavros.

Passing on good wishes.

Dear Helena

I was sorry tohear about Stavros. I am sure that he is keen to get back to work but tell him to
take his time!

Please pass on my best wishes.

Regards

Rosa Fuente

NOTES

......They are having problems arranging the meeting....

Problems and difficulties:

Were having some difficulties

Theres a problem

Its difficult to arrange.

Do you have any suggestions?

Looking for a solution:

Any ideas?

Do you have any ideas?

How can we sort it out?

How can we solve the problem?

Good news!

Some enthusiastic responses to good news:

What good news!

Thats great news!

Thats fantastic/excellent news!

It would be good to get together sometime next week.....

To get together means to meet. (A get-together is an informal meeting, maybe a party). Other
ways to suggest a meeting:

Lets meet next week.

Lets meet up in the near future.

We must arrange to meet up soon.

......Ill set up a meeting

Another way of saying this:

Ill arrange/organise a meeting.

This is to let you know that.....

Use This is in formal messages to refer to the message you are sending:

This is to inform you that the package will be late.

This is to remind you to call Vera.

Informal alternatives:

Just to let you know that the package will be late.

Im just wring to say that....

Im sure that you will want to join us in wishing Wilfred good luck.....

Note the use of join in formal messages.

I hope you can join us for dinner.

Please join us in the evening if you can.

I am sorry to inform you that.....

Less formal:

Sorry to tell you that......

Im writingto let you know that......

Im afraid I have some bad news.

...... I willl be off work for two weeks,.....

Some alternative expressions:

Shell be on sick leave.

Shell be away from work

Shell be at home

I was sorry to hear about Stavros.

Expressions of sympathy:

I was very sad to hear the news.

I was very sad to hear the news.

Everyone was very upset about it

Well miss him.

Please pass on my best wishes.

Some other sympathetic phrases:

Ill be thinking of him

We hope he gets well soon

Please pass our sincere condolences to his family. (when someone has died)

PRACTICE

1. Complete the sentences with a preposition.

Example: Shes on sick leave.

a) We will contact you again......... the near future

b) I look forward......hearing from you.
c) Ill call you......the end of the week.
d) Please call me.........456789
e) Many thanks........all your help
f) Good luck......everything
g) Im
Dear Mrcovering........Raj
Green while he is away
h) He will be........ work for two weeks due to illness.
i) Please pass...... our best wishes to him.
j) We would like you join us........wishing Wu San a happy retirement

2. Some of these phrases are uesd formally and some informally. Tick the correct
column.

Formal Informal

a) 1.Dear John
2. Hi John
b) 1. I am writing to inform you that......
2. Im writing to let you know that....
c) 1. Were having a get-together
2. Were arranging a meeting.
d) 1. Iwould like to apologise for
2. Sorry about.....
e) 1. Let me know if you can make it.
2. Let me know if you can attend
f) 1. I would be very pleased to come
2. Id love to come.
g) 1. This is to let you know about.....
2. Just to let you know about.....

3. Write the sentences in this letter in the correct order

Dear Mr Green

a. Members of our sales team will present theservice

b. After the presentation
c. We would like to invite you to the launch of
d. And there will be an opportunity to ask questions.
e. There will be dinner in the main restaurant
f. Our new courier service on 6 March
g. I very much hope that you can attend
h. At the Grand Hotel at 6:30 p.m
Best regards
Peter Pod

Best regards

Peter Pod
4. Complete the sentences with the verbs in the box. Use each verb once only.

Inform miss know must hope pass

join call get thank write
Example: Im writing to inform you that the conference has been cancelled

a. Your training manager has asked me to...... to you

b. Ill........you at the end of the week
c. I.........hope youre feeling better
d. You.......visit us again soon.
e. Id like to...... you for all your hard work.
f. Please....... us for lunch on 19 November
g. Can we...... together sometime next week?
h. Im sorry Peter has left. Well all.....him.
i. We were very sad to hear about Hubert. Please.......on our condolences.
j. Just a short note to let you........whats happening.

5. Match the two parts of the sentences.

1. I am sorry to inform you that a. Hearing all your news

2. Ill call you when b. goes well
3. Let me know when you are next c. all your help
4. Id like to thank you for d. (going to be) in London
5. I look forward to e. will be out of office next week
6. I hope that the party f.to inivite me.
7. Unfortunately, the event clashes with g. Happening next week.
8. It was very kind of you h. Get back to Cairo
9. I need to tell you what is i. an important meeting

6. rewrite the phrases and sentences in a less formal way.

Example: Dear Tomas

Hi Tomas, Hello Tomas, Tomas

a. we will contact you in the near future.

...........................................................................................................

b. we would like to thank you for organizing the conference.

...........................................................................................................

c. This is to inform you that we have changed the date of the meeting.
...........................................................................................................
d. Please let us know if you can attend.
...........................................................................................................

e. We trust that you will be able to join us for dinner.

...........................................................................................................

f. I will call you at the end of the week.

...........................................................................................................

g. We wish you every success in the future.

...........................................................................................................
 h. We are organising a party next week.
...........................................................................................................

7. Complete the sentences. The first letters of the missing words spell a word you will
appreciate
a. It would be great if you could come to the party!
b. Please pass on my best ......... to everyone.
c. I would like to ......... for the problems with the arrangements.
d. Please T....... care!
e. We are organising a special ......... at the end of the year.You must come!
f. I look ......... to hearing from you.
g. I cant come to the party, .........
h. Lets hope we have better ......... next time.

TELEPHONING

SOME USEFUL PHRASES

Can I speak to Peter Safin, please?

Speaking.

Are you busy?

Can I call you back?

Please hold on.

Sorry to keep you waiting.

Ill transfer you.

Whats the area code for Dublin?

Dial 9 to get an outside line.

Press the star key twice.

This is a very bad line?

Youre breaking up

The reception is very bad.

Would you like to leave a message?

Leave a message on my voicemail.

Im in a meeting. Ill call you back.

I think weve covered everything.

Speak to you soon.

Bye for now.

Dialogues 1

Beginning a call

A. : Id like to speak to Max Reed, please

B. : Just one moment. Ill connect you.... Youre through now.
C. : Max Reed speaking.
A. : Hi, Max. Simon here
C. : Hi, Simon. How are you?
A. : Fine. And you?

Checking information

A. : Hello
B. : Hello, John. Sven here. Did you get my email?
 A. : Yes, its right here in front of me.
B. : Fine. I thought it would be quicker to phone than send you another message. I
wanted to run through some of the arrangements for Tuesday...

Asking the caller to hold

A. : sorry to keep you waiting so long. Could you hold on a little longer? The network is
very slow today.
B. : How long do you think it is going to take to find the information?
A. : It wont be long now. Right. Here we are. The figures you need are...

Asking the caller to leave a message

A. : Im trying to get hold of someone in your sales department. Are you having
problems with your phone system? I was cut off earlier and now there is no reply.
B. : Just a moment, please. Ill try the number for you. Yes, Im afraid theres no reply
from the department. They must be at lunch. Would you like to leave a message and
Ill get someone to call you when they get back.
A. : Thanks. My names Baz Mechot and the number 453980.

Making sure you understand.

A. : Can I speak to Teresa Riller? I understand that she is looking after Sales while
Marco Stam is on parental leave.
B. Thats right,but Im afraid shes not here at the moment. Can I take a message?
A. : Thanks. Could you say that Pieter Baumgartner called and ask her to call me back?
B. : Can you spell your name, please?
A. : Baumgartner is B-a-u-m-g-a-r-t-n-e-r. Im at the Rainbow Hotel in room 13.
B. : Is that 13, one three, or 30, three zero?
A. : Thirteen, one three
B. : Thanks. Ill pass on the message.

Ending a call

A. : ......OK. Have we covered everything?

B. : I think so. You just need to let me know when you can send the report.
A. : Thats right. Ill send you a message when I get back to the office. Anyway, thanks
for calling.
B. : No problem. Ill wait to hear from you.

NOTES

Id like to speak to Max Reed, please.

Some other phrases for checking if someone is available:

Is Max Reed there?

Can I talk to Max Reed?

Is Max Reed available?

Hi, Max. Simon here.

This is an informal greeting. More formal greetings include:

Hello, Mr Reed. This is Simon Speedwell speaking.

Mr Reed. Hello, its Simon Speedwell here.

I wanted to run through...

We often intoduce the topic politely by using the past tense. We can also use Id like to.....

For example:

I wanted to run through the arrangements.

I wanted to ask you a question.

I wanted to know about your travel plans.

Id like to ask you a question.

Sorry to keep you waiting....

Some other phrases to use when someone is waiting on the phone:

Could you hold on?

Do you mind holding.

Would you like to leave a message?

Would is used to introduce a polite offer.

Note also:

Would you like me to check?

Would you like to call back later?

Would youlike to hold on?

.......Ill get someone to call you when they get back.

Note the use of the simple present tense when they get....in this sentence:

Ill call you if I can

Ill phone you when they arrive.

Ill let you know if I hear anything.

Ill fax you if I remember the name.

I understand that she is looking after Sales....

Language that indicates that you already have some information:

I understand that youre coming to Warsaw next week.

I hear that Pedro is moving to Singapore.

I see (that) theyre going to open a new office in Paris.

.......Marco Stam is on parental leave.

Some other reasons for absence include:

Hes on paternity leave.

Shes on maternity leave

Shes taking compassionate leave.

Hes ill

Shes on holiday.

Hes left for the day.

......Im afraid shes not here at the moment.

Use Im afraid or Im Sorry to when passing on unwelcome information.

Im afraid I cant helpn you.

Im sorry Im going to be late.

Im afraid Icant find the information you need.

Have we covered everything?

Note how we signal that a cal is coming to an end:

So is that everything?

Is that all?

Anyway, thanks for calling.

Other ways of bring a call to an end:

Right, Ill check the details and call you back.

I think thats everything.

Is there anything else?

Dialogue 2

A voicemail message

This is Ann Forsells voicemail. Im sorry I cant take your at the moment, but please leave a
message and Ill get back to you. Alternatively you can leave a message with my assistant.
His number is 0046, (thats the country code for Sweden), 01, (thas the area code), 2132.
Many thanks.

Leaving a message

Hi, Fiona. Ive been trying to get hold of you all morning so I hope you get this. Please call
Sara Remondi as soon as you can. Its about the meeting next month unfortunately I cant
make it so we need to talk urgently. Its two oclock my time by the way and Ill be going
home in three hours. Bye for now.

You cant talk

A. : Hello
B. : Hi, John. Can you talk?
A. : Not really. Im in a meeting. Can I call you back in, say, fiffteen minutes?
B. : Sure. Speak toyou later. It isnt urgent.

The reason for calling

A : Can you you hear me now? I couldnt hear you very well earlier. The reception
was terrible. Anyway, how are you?
B : Fine. I was just ringing to check the time for next weeks meeting. Is it still three
oclock?

You cant hear the caller

A : Hello.
B : Hello. Sorry. I can`t hear you very well. I`m in a restaurant and they have just
started playing some loud music.
A : I didn`t catch that.
B : I`ll just go outside. Just a moment. Can you hear me now
A : Yes, that`s much better. I`m glad you`re enjoying yourself.

You have to end the call

A : John, Peter has just arrived. I`ll call you when I get back to London.
B : Fine. I`ll be here until 5. Speak to you later. Bye.
A : Bye

An automated message
 Welcome to Telkomsel Call Centre. This is a toll-free number. Please choose one of
the following four options. If you are calling about an existing order, please press 1. If you
wish to place a new order, press 2...

NOTES

This is Ann Forsell`s voicemail.

Some other formal opening phrases for voicemail are :

You`re through to Ann Forsell`s voicemail.

You`ve reached Ann`s voicemail

An informal opening:

Hi. Ann here. Sorry I can`t take call at the moment but leave a messsage and
I`ll get back to you

...... I can`t make it...

Make is often used instead of attend in informal usage:

Unfortunately. I can`t make the next meeting. I can`t make Friday but
Thursday would be fine. Will you be able to make it?

Can you talk?

Other useful phrases for checking if the person you want to talk to is free, and some replies:
Are you busy?
Are you free to talk?
Have you got two minutes?

Can I call you back

It`s difficult at the moment.
This is a good time to talk.

I`m in a meeting.
Some other reasons why you cannot take a call:
o I`m not at my desk.
o I`m driving. (I`ll pull over.)
o I`m just getting on a train.
o I`ve just arrived at the airport.
o I haven`t got my diary with me.

I was just ringing to checj the time...

I was just ringing/calling...is a useful alternative way to start a call:
 I was just calling about the meeting next Friday.
I was just ringing to see if everything`s OK for tomorrow.
I was just calling to ask for some advice.

Sorry, I can`t hear you very well.

Some other phrases to use when reception is bad:
Sorry, could you repeat that?
Could you say that again?
I`m sorry, I didn`t catch that.
I`m afraid the line`s bad. Did you say fifteen?
Could you speak louder? The Line`s very bad.

I`ll just go outside

Use will when you offer or promise to do something>
I`ll call you when I get back to London.
I`ll be here until 5
I`ll tell her you called.
I`ll make sure she gets the message.
I`ll get back to you as soon as I can.

If you are calling about an existing order, please press 1.

Some other automated instrctions:
Press the star key twice.
Press the hash/square key.
Press 5 to speak to the operator.
Please replace the handset.

PRACTICE
1. Complete the sentence using the verbs from the box below. Use each verb once only

Press try call hear leave keep want say hold hang get

Examples : I`m trying to ..get.. hold of Peter Ince

a. Would you like to ........... a message?
b. I can`t .............. you very well. Please speak up.
c. Could you............... on, please? I won`t be long.
d. Sorry to ............ you waiting.
e. Can I .................. you later?
f. If you ................to place an order, ................ the star key.
g. I`ll ................. someone to call you later.
h. He didn`t .................... when he would be back in the office.
i. Please don`t ................ up. I`ll ....................... the number again.

2. Write what you would say in these situations. Refer to the dialogues and notes.
 Examples: You are the manager. The phone rings and you pick it up. The caller asks Is
that the manager? What do you say?
Yes, [Tina forget ] speaking..............................................................................
a. You female colleague is off work as she has just had a baby. What do you say to the
caller who wants to speak to her?
..........................................................................................................................................
b. You are in a meeting and you receive a call on your mobile phone. You cannot speak.
What do you say?
............................................................................................................................
c. Leave a message on your colleague Peter`s voicemail.Say that you called and ask him
to call back when he gets the message.
............................................................................................................................
d. You don`t catch the caller`s name. Ask him to spell it.
...........................................................................................................................
e. A colleague phones to let you know her hotel room number but you can`t hear her
very well. You are not sure whether it is fifteen or fifty. What do you say?
............................................................................................................................

3. Complete the sentences with a preposition.

Examples: I`ll call you.....in...... ten minutes.
a. I`m trying to connect you. Could you hold......?
b. When are you going ............ holiday?
c. I`m calling ........... the order I placed last week.
d. Could you pass......... a message for me?
e. I`ll write you ................ two weeks` time.
f. Tom is ................. paternity leave.

4. Choose an appropriate response

1. What`s the time in New York? a Sure,what`s your number?
2. When will Eleanor be back? b Speaking
3. Is that Tariq Meltam? c Yes, of course. Let me just find a pen
4. Is Mr Rotund there? d Nine a.m.
5. Have a good weekend e Yes, it`s right here
6. Did you get my email? f Yes, it`s 09
7. Could you call me back? g Yes, he has just come into the office.
8. Can you take a message for me h In ten days`time
9. Do you know the code for Helsinki? i Thanks. You too

5. Complete the sentences with will or the present simple tense

Example: I (give) him the message when I (see) him.
I`ll give him the message when I see him........
a. I (tell) him you called.
...............................................................................................................................
b. If I (find) the information, I (let) you know immediately.
.............................................................................................................................
c. If Peter (not come back) from sick leave soon, we (need) to find a replacement.
............................................................................................................................
d. If you (push) that button, you (disconnect) the caller.
.............................................................................................................................
 e. What ( do) if you (not find) Sergei`s number?
................................................................................................................................
f. If I (not find) his number, I (call) directory enquiries.
.............................................................................................................................

6. Complete the sentences with one of the alternatives

Examples: Press the...hash.....key hash/button/door
a. Replace the.......................... reception/handset/operator
b. Make a ....................... call toll-free/ star / line
c. ...............Anne`s voice mail Here is/ This is/ Hello to
d. I couldn`t .................. hold of Jhon. get/take/make
e. Please don`t .................up hang/hold/take
f. Don`t forget to............ your mobile phone turn off/close/drop
g. Did you dial the.........code first? area/secret/town

7. Put the dialogue in right order.

a. Speaking
b. Hi Tarmo.
c. Thanks. Tarmo
d. I`ll do it now
e. Of course,
f. Did you get my message?
g. You`d like me to send directions to the office.
h. Can I speak to Tarmo Star please?
i. Yes I did
j. See you soon.
..............................................................................................................................

8. Match the two parts of the sentences

1. Press the star key a on hold for a minute.
2. Could you leave a message b a conference call for next week.
3. I`ll call you c take the call for next week.
4. Please wait. I`ll just put you d the wrong number.
5. I`m sorry, I must have dialled e to return to the main menu.
6. We need so set up f wit directory enquiries.
7. I need to check the number g for me on my voice mail?
8. I`m sorry but I can`t h when I get back to my office
2 A COMPANY VISIT
Some useful phrases.
Listen to the recording and repeat.

Could you give me directions to your office>

Just follow the signs.
Go past the station and take the first turning on the left.
You`ll see the office on the right-hand side.
I`ve left my car in a reserved space

I have an appointment with Hans Ekburg.

Take the lift to the fourth floor
His office is the fifth on the right, along the corridor.
Hello Hans, I`d like to meet our Marketing Manager.
Pleased to meet you

Tell me something about the company.

What does the company do?
We`re in transport business.
We employ just under 5.000 people worldwide

The company was set up five years ago.

We`re the larger manufacturer in the country.
North America is our biggest market in terms of sales by region.
We have an excellent reputation for a service.
Business is booming.

DIALOGUES 1

Directions to the office

A : Hi, Rosa. It`s June here. I`m in the town centre outside the bus station. Could you
telling how to get to your office from here?
B : Sure. Follow the signs for Frankfurt. After about two kilometres, you`ll see a
garage on your right. Carry on for another 200 metres and then turn left. Our
office is on the left-hand side, just before a railway bridge. When you arrive,
park in on of the visitors spaces just outside the main building.
A : Thanks, Rosa. See you soon.

Getting lost
A : Hi, Carla.
B : Hello, Bob. Is everything all right?
A : Not really. I`m lost. I`m calling from a service station on the E7 just south of a
placed called Melton. I don`t have a map with me so could you direct me to the
factory.
B : Sure. Take the first left after the service station and follow the road to Porlock.
Pass the shopping centre on your right and then take the first left. Carryon for
three kilometres and you`ll see the factory.
A : Thanks.

Arrival
A : Good morning, can I help you?
B : Yes. I have an appointment with Hans Ekburg. Could you tell him I`m here?
I`ve left my car in a reserved space.
A : That`s OK, I`ll take the car registration number. Could you write your name here
please and wear this? [ hands over visitor`s bagde]. Do you know the building
B : I`m affraid I don`t
A : OK, go up these stairs and take the lift to the third floor. Mr Ekburg`s office is
the fifth on the right, along the corridor.
B : Thanks

Meeting
A : Hello, Jhon. God to see you again.
B : And you.
A : John, I`d like you to meet Lera Berman, our Marketing Manager.
C : Hello, Jhon. Pleased to meet you. Did you have a good journey?
B : Yes,very good. The directions were very clear.
NOTES
Could you tell me how to get to the office from here?

We also say:

Can you tell me the way to...?

How do I get to....?
Excuse me, where is the main office?

After about two kilometres you`ll see a garage on your right.

Some other landmarks:

You`ll pass some shops

Then you`ll see a large red building in front of you
Keep going and you`ll come to the entrance gate.

Park in one of the visitors` spaces....

Parking the car:

I`ve left my car in a reserved space.

There are some spaces reserved for visitors.
Can I park here?
Is this space reserved?

I`m calling from a services station...

When you need to say where you are:

I`m calling from the train.

I`m on M1 motorway.
I`m calling from a service station on the M4.

Take the first left after the service station....

Some useful directions when you are driving:

Carry on for three kilometres.

Take the second exit at the round about
Turn left at the junction
At the traffic lights, turn right.

Carry on for three kilometres...

Other expressions for talking about distance:

 Carry/Drive on for another ten kilometres.
.... until you come to a service station.
It`s two hundred metres past the service station on the right-hand side.

I have an appointment with Hans Ekburg.

Note the statements and responses:

I`m here to see Hans Ekburg.

Can I have your name, please?
Could you sign in please?
Is Hans Ekburg in/available?
Yes, he`s expecting you

Do you know the building?

Checking if a visitor knows his/her way around a building:

Have you been here before?

When were you last here?
I haven`t been here before.

Mr Ekburg`s office is the fifth on the right, along the corridor.

Some other office locations:

It`s opposite the lift.

It`s just past the coffe machine
Go through the automatic doors.

Hello, Jhon. Good to see you again.

An informal greeting. Other possibilities:

Hi, Jhon. How are you?

How`s life?
How`s it going?

Possible responses:

Fine thanks:
I`m very well

I`d like you to meet Lera Berman,...

Some language of introductions:

I`d like to introduce Lera Berman.

Have you (already) met?
 Yes, we met last year.

Did you have a good journey?

We can also say:
How was the journey?
How was the flight/traffic?

DIALOGUES 2
Introducing a company (1)

A : We`re in the label business. We produce all kinds of labels price labels, bottle
labels, even postage stamps. We have factories in France, Germany, Malaysia,
China and the UK.

B : How many people work for the company?

A : We employ just over 5.000 people worldwide. There are around 400 employees in
this factory.

B : Is business going well?

A : Yes it is, and it`s growing all the time.

Introducing a company (2)

A : So, tell me more about your mailing business

B : Sure. We provide a complete packaging and mailing service for our customers. We
now have branches all over the south of the country and we have plans to open new
branches in north.

A : What kind of company are you?

B : We`re private limited company. we`ve not lised on the Stock Exchange... yet.

Company History

A : So, how long have you been on this Site?

B : We moved here five years ago. Before that, we were in a very small office building
in the centre of town.

A : And when was the company set up

 B : Ten years ago by Simon Donna who is still the Managing Directory. He started the
company with just two employees.

A : That`s very impressive.

A tour of the office

A : Let me show you round the office. Our sales representatives work in this open
plan area . The room in the corner is Brit Gamlin`s office. She`s the Senior Sales
Manager here. Do you know her?

B : No. I don`t. Has she been here long?

A : No, she joined the company two months ago. Come with me. I`ll introduce you to
her.

B : Hello,Brit. I`d like you to meet Oliver Blaireau from the Paris office.

C : Pleased to meet you Oliver. How are things in Paris?

NOTES
We`re in the label business.

Some other businesses:

the transport business/the paper business

the I.T. industry/the steel industry
the retail trade/ the fashion trade

We employ just oer 5.000 people worldwide.

Other ways to talk about employes numbers:

We have just under 5.000 employes.

We have 5.000 people working for us
5.000 people work for us

.....it`s growing all the time.

Describing how a business is going:

The company is doing well/badly.

 Things are going well/badly.
Profits are up/down

We`re a private limited company.

Compare with a public limited company(plc). The public can buy and shares in a
public limited company but not in a private limited company.
Some other types of business:
a sole trader ( where one person owns the business)
a partnership ( a business owned by two or more people)
a family business

........ the Stock Exchange....

The market where stocks and shares bought and sold

.......How long have you been on this site?

We can also talk about premises ( land and buildings) and location (place):
Our current premises are very convenient.
I preferred our previous location in the centre of town

......When was the company set up?

Other ways to talk about the start of a company:
When was it established?
When was it founded?
It was founded by General Killbride in 1922

Let me show you around the office

Language for `guilding` people round the office:

Come with me
Come this way
Over there you can see the Manager`s office.
This is where we handle orders

......open plan area.

An office area where staff members work in one large, often partitioned, space not
in separated offices. Also known as an open plan office

....... I`ll introduce you to her.

We can also say:

 I`d like to introduce you to Brit Gamlin
You must meet Brit Gamlin
Let me introduce you
DIALOGUES 3

Business activities (1)

A : We`re the second largest manufacturer in the country of glass for the car industry.
One in three cars in this country uses our glass.

B : How many plants do you have?

A : We have five domestic plants but we also have factories in ten other countries. As
well as supplying the car industry we sell glass for buses, trains, ships and aircraft

Business activities (2)

A : Tell me more about the company

B : Basically we run a so called shopping search website if you visit our site, you can
find links to wide range of products and services. You can compare prices from
various shops and find the best deal.

A : That sounds very interesting, but is it secure?

B : Yes, in my view it`s far more secure than buying over the phone

Markets

A : Where are you biggest markets?

B : In term of sales by region Europe is by far the biggest market wih 60 per cent of
our total sales. North America accounts for 15 per cent, Asia Pacific is 10 per
cent the Chinese market is particularly strong, South America is 8 per cent and
the rest of the world is 7 per cent.

A : I think you`d better write that down for me! Why are things going so well in China?

B : The Chinese economy is booming and we have a very good sales force there.

The competition

A : Who are your main competitors?

B : It depends on the region. There are a lot of local producers in Europe and we
cannot compete with them on price. However, our reputation for services is
excellent. We are well known in the market for high quality and reliability.

A : What about the Japanese market?

 B : We cannot compete in Japan. High transport costs make it very unprofitable to do
business. Maybe things will change in the future.

NOTES
Were the second langest manufacturer in the country.....

Talking about the size of the company:

Were by far the largest producers of.....

Were the third biggest in the country.
Were among the largest/smallest in the region.

As well as supplying the car industry, we sell.....

Use as well as for emphasis. We can also say:

In addition to supplying the car industry, we supply many other customers.

.... we run a so-called shopping search website.

The speaker could also say:

Its what we call a shopping search website.

These phrases show that the words shopping search are known to peoplein the
business but not to others.

You can compare prices from various shops....

We can also say:

You can make comparisons between shops.

You can compare A with B.

......in my view its far more secure.....

If you are not so sure of your facts, you might say:

As far as I known, its more secure.

In terms of sales by region,....

in terms (of) is a useful phrase:

What does that mean in terms of employment?

In terms of profitability, it means that...
Can you give us the figures in percentages terms?

North America accounts for 15 per cent,....

This means that sales to North America represent/are fifteen per cent of sales.

Note that we say fifteen per cent

(NOT pro cent)

The Chinese economy is booming....

Some terms to describe the state of a market:

Demand is strong.
Demand is very weak.
There is a steady demand in Australia.
The Market for our products is growing/falling.

....we cannot compete with them on price.

Ways of talking about competition:

But we can compete with them in termsof service/speed of delivery.

Our prices are very competitive.
Weve become very uncompetitive in that market.

We are well known in the market....

Ways of describing reputation:

We have a good reputation.

We have an excellent name.
Everyone knows us.
We are well established in the market.

......transport costs make it very unprofitable.....

Talking about profit and loss:

Its a very profitable business.

Were not making much profit.
Were making a loss.
Were finally making a profit.

PRACTICE
1. Complete the sentences with a preposition.
Example : You need to take lift ...to... the third floor
a. Take the third turning ...................... the left.
b. Park ......................... one of the visitors` spaces.
c. We are ............. far the largest manufacturer.
d. One .............. three of our plants is making a loss.
e. There is no profit ........... it
f. Tell me about your sales ............... region.
g. We are very competitive............ terms of price
h. Are you listed ................. the Stock Exchange?
i. What kind of business are you ......?

2. Complete the sentences using the words in the box below. Use each word once
only

reputationdemandcorridorprofitsite
partnershipregistrationmaplift

Example : Could you give me directions? I don`t have a .....map....

a. Do you need my car .......... number?
b. How long have you had office on this ..........?
c. You can use the stairs, but it`s quicker to take the..................
d. My office is along the ........... on the right.
e. After two years of making losses, we are now making a .............
f. There is a growing ..................... for our products in the Middle East.
g. My brother and I went in to ................. three years ago.
h. We have excellent................ for quality.

3. Choose an appropriate response

1. Did you have a journey? a No, it`s a partnership.
2. Is it a lmited company? b Just over five years ago.
3. When was the company set up? c Yes, that`s right.
4. Have you been on this site long d Thanks, I can manage.
5. I hear you`re in the transport business? e Yes, very good thanks
6. What kind of company is it? f Yes, we met last year.
7. Can I help you? g It`s a small family business
8. Do you have know Gunilla? h Yes, for twenty years.

4. Write down a question for the following answers. Refer to the dialogues and
notes
Example : What kind of business are you in?
We`re in the shippng business
a. How many ....................................................................................................
We employ just over 200 people.
b. Are ...............................................................................................................
No,we`re not a partnership we`re a limited company
c. How long........................................................................................................
We have been on this site for three years.
d. Do....................................................................................................................
Yes, I do. The working atmosphere is very good now.
 e. Where...............................................................................................................
In terms of region, the biggest market is North America.
f. Who..................................................................................................................
I suppose our biggest competitors are companies in Thailand and Indonesia
g. Can you tell me...................................................................................................
Follow the road to Trieste and you`ll see the factory on the right

5. Rewrite the following in another way. Refer to the dialogues and notes.
Example : I have an appointment with Jan Pickero.
I`m here to see Jan Pickero..............
a. I`ve parked in a reserved space.
.........................................................................................................................
b. Could you tell me the way to the main office?
......................................................................................................................
c. I`d like to you to meet our marketing manager.
........................................................................................................................
d. How was the journey?
......................................................................................................................
e. When was the company established?
.......................................................................................................................
f. We are one of the largest manufacturere in the region.
.........................................................................................................................
g. We have an excellent name in the market?
......................................................................................................................

3 JOB INFORMATION
Some useful phrases.
Listen to the recording and repeat

I work for a software company.

I`m responsible for the development of new products.
It`s very challenging job.
I report directly to the Managing Director.

The Job involves a lot of travelling.

I usually start work at 8 o`clock in the morning.
Do you usually drive to work?

How`s the new job?

I really enjoy it.
The salary is good.
I`m very pleased I moved here.

How has the takeover affected you?

Some people are going to lose their jobs.
Some will take early retirement.
There won`t be any compulsory redundancies.

We need to recruit a new training manager.

What kind of person are you looking for?
we need someone with excellent communication skills.

DIALOGUES 1

Responsibilities.
A : So, what exactly you do in the company?

B : I`m responsible for a new product development. I report directly to the CEO.

A : What does that involve?

B : I supervise a team of designers. We all have to think of new ideas, them and develop
the ones that we thnk will succed.

A : It sounds challenging

B : It s but I really enjoy it.

Qualifications for the job

A : I hear you studied in Finland.

B : That`s right. I did a degree in Engineering at Tampere Technical University and

then I worked in a small software company in Helsinki.

A : Why did you decide to stay in Finland?

B : I was very interested in the job. I wanted to put my training into practice. The
experience was very good and certainly helped me to get this job.

A typical day.
 A : What time do you start in the mornings?

B : I aim to get to work by 8 a.m. That means leaving home 7:30. I usually cycle to
work.

A : Are the hours flexible?

B : In theory, yes, but I normally finish at 4 p.m. I sometimes finish earliner if I take a
very short lunch break.

A : Do you go out for lunch?

B : Occasionally, but I like eating in the company canteen.

Discussing a new appointment

A : What kind of person are we looking for?

B : We want someone who is already working as a Project Manager in a software house.

He or she should have at least three years experience.

A : What sorts of skills are needed?

B : Excellent communication skills are essential. The person we appoint will have a lot
of direct contact with clients we need someone who can present the company
clearly..

A : Absolutely. So where can we find this person?

B : I think we should advertise with an on-line recruitment agency but we may have to
use a firm of head-hunters.

NOTES

I`m responsible for new product development.

We can also say:
I`m in charge of new product develepment.
New product development is my responsibility.

I report directly to the CEO

This means the CEO is my boss.
CEO = Chief Executive Officer
CFO = Chief Financial Officer
 MD = Managing Director

What does that involve?

Notice that we use the ing form of the verb after involve:
It involves attending a lot of meetings
It involves working long hours.

It sounds challenging.
challenging means demanding, tough.
The job is a challenge.
I enjoy challenges.

I hear you studied in Findland.

Note hw hear, understand, and believe are use in coversation:
I understand you spent some time in Japan.
I believe you know Don quite well.

Possible responses:
Thats right/ No really.
Yes, I was there for two years.
Yes, were very good friends.

I did a degree in Engineering...

Other language for describing studies:
I did a B.A.(Bachelor of Arts)
I studied for an MSc. (Master of Science)
I completed my studies last year.
I graduated from Oxford University in 1999.

I was very interested in the job.

Note the prepositions:
to be interested in, keen on, fascinated by.
I usually cycle to work.
Other ways of getting to work-note the correct prepositions:
I walk/go on foot.
I drive/go by car.
I take the train/ go by train.

Are the hours flexible?

Phrases to talk about flexible working:
I work flexible hours.
We have a flexitime system.

.....I like eating in the company canteen.

 Another person may prefer to have a takeway or to eat:
in a local restaurant.
at his/her desk.
in a sandwich bar.
from a market stall.

Excellent communication skills are essential

Some key qualifications for a job:
We need someone who is very reliable.
Were looking for someone with strong leadership skills.
We want someone with a good track record

Absolutely.
In speech, Absolutely means I agree/ Youre right.

.....we should advertise with an on-line recruitment agency....

We can find staff in a recruitment or employment agency.
How do you recruit staff?
Do you advertise in the local/national newspapers?

DIALOGUES 2
Working conditions
A : Are you pleased you moved to the Bangkok office?

B : Yes I am. The atmosphere very relaxed and I have a good group of colleagues.
There`s a great mix of nationalities and we often go out for dinner or for a drink
after work. Everyone is on first name terms.

A : Don`t your find very hot there?

B : Bangkok is hot, yes, but the offices are very comfortable. All the buildings and cars
are air conditioned. I have no regrets about moving.
Financial rewards

A : What kind of salary do you think we should offer for the new sales manager`s job in
Almaty?

B : It`s difficult to say. We would normally pay $50.000 a year plus commision for a
job with these responsibilities, but I don`t know about the cost of living in
Kazakhstan and I have no idea about the level of local salaries.

A : Neither have I. I`ll talk to Balgira Karakas about it. she`s originally from almaty I
think she`s working in our Dacca office at the moment

Job benefits

A : How`s the new job?

B : I`m very happy with it. The salary is reasonable not quite as good as in the last
job but the company really looks after its people.

A : How do you mean?

B : Well, I have free use of the company gym and health clb, they pay for all my
phone calls and I get excellent medical insurance. Sickness pay and holidays are
very good and the promotion prospects are excellent.

A : You`re lucky

B : Yes, I am they even give a season ticket for the local football team!

Retirement and redundancy

A : How has the takeover affected the company?

B : Well, the new owners are going to close down a plant in Manila and another in
Dubai. About 300 people are going lose their jobs.

A : That`s terrible.

B : Actually it`s not quite as bad as it seems. Most of the staff will be offered jobs in
other plants and quite a few want to take early retirement.

A : So there are no compulsory redundancies?

B : Very few.

A : That`s good news.

NOTES
The atmosphere is very relaxed...
The working atmosphere can be formal or informal. It can also be stressful or relaxed.

Everyone is on first name terms.

In a informal environment, staff are probably on first name terms they use first names
rather than surnames

Don`t you find it very hot there?

Note that the use of Don`t at the beginning of this question expects the answer Yes. If the
answer is No, the speaker must emphasise the answer,e.g.: Not really. No, not at all.

I have no regrets about moving.

Expressing fellings:
I don`t regret moving here at all.
I`m happy to be here.
I`m very pleased I moved.

... $50.000 a year plus commision...

Comission is the payment made to sales people depending on how much tey sell.

.... the cost of livimg...

The cost of living is the expense of living in a country.
The standard of living is how well you can live in a country.

...the level of local salaries.

Salaries are normally paid monthly.
Wages are normally paid weekly.

Neither have I
Note the word order after neither:
I didn`t go to university Neither did I.
I`m not going to move _ Neither am I

Some follows the same rule:

I studied in Moscow. _ So did I
I`m not moving to Tashkent. _ So am I
I like working here. _ So do I

...the company really looks after its people.

Phrases for describing your employer:
It`s a great/terrible company to work for.
I have a very good/ an awfull boss.
... I have free use of the company gym...
Some other benefits ( if you are lucky!):
They pay for all my phone calls.
I get excellent medical insurance.
I have a good daily allowance.

...promotion prospects are excellent.

The speaker has a very good chance of getting a better paid job with more responsibility
in the company.

How has the takeover affected the company?

Note the use of the verb to affect.
How has the takeover affected yo? Compare:
What has been the effect of the takeover on the company?

About 300 people are going to lose the company?

This is more neutral than:
They are going fire/ sack fifty people. or
Fifty people are going to be fired/ sacked.

...quite a few want to take early retirement.

Note that we take early retirement. Other expressions:
I`d like to retired early
I`m not looking forward to retirement.

... there are no compulsory redundancies.

Note how we talk about redundancy:
Will anyone be made redundant?
I was made redundant last year.
Most of the redundancies will be voluntary.

PRACTISE
1. Complete the missing word in the sentences and then put them in the grid. the
letters in the tinted panel will spell a key word.

a. f r e e

b.

c.

d.

e.
 f.

g.

h.

a. You don`t need to pay. Use of the gym is free..........................

b. Is the cost of .............high in Norway?
c. We need a person with ........ communication skills.
d. There is a good.................................... of nationalities in the office.
e. Are you planning to take early...................?
f. I understand some............................will be lost after the takeover.
g. Do you know the........................of local salaries?
h. My employer provides free..................insurance

2. Complete the sentences with a formof the word in brackets.

Example : John is now Head of recruitment..... ( recruit )
a. Because of the factory closure, 500 people are going
to be made.......................................................... ( redundancy )
b. I`m in charge of.................................................. (develop )
c. The company provide free motor....................... ( insure)
d. I`m planning to .................... next year. ( retirement )
e. It is a very .......................... place to work. ( stress )
f. Do you know who the new................ of the company are? ( own )
g. We need a manager with excellent..................skills. ( lead )
h. I have good....................... prospects in my new job. ( promote )
i. It`s a very................................. job ( challenge )
j. It`s a job with a wide range of.................................... ( responsible )

3. Match the statements and questions with the responses.

1. I understand Frank used to work in Japan a Fine, thanks
2. How are you? b Yes,the directions were very clear
3. I usually walk to work c At 4 p.m.
4. Did you have a good journey? d Yes, I am
5. I don`t have any regrets about moving. e That`s right, it was five years ago.
6. Is it a good place to work? f Neither do I
7. Are you looking forward to retirement? g It can be
8. When did you graduate? h absolutely!
9. What time do you leave work? i So do I.
10. We need someone who is very reliable j In 2001

4. Complete the sentences with a preposition.

Example : I`m in charge....of...IT Services
a. I`m responsible............................ recruitment.
b. I report............................. the Human Resouces Director.
c. I take care ..................................... everyday office procedures.
 d. I atudied.............. my degree at Edinburgh University.
e. I have no regrets........... taking my current job.
f. Isn`t the cost....................... living very high?
g. I have free use........the company swimming pool.

5. Complete the crossword.

Across
1 I work for a recruitment..............
3 I don`t have any time to eat in a restaurant at lunchtimes. I usually have a................
5 The meals in the staff................... are excellent.
7 I used to be paid................, now I`m paid monthly.
8 I can`t afford to live here. The........................of living is to high.

Down
2 She is an Oxford University...................................
4 The company provides a very good daily........................ for living expenses.
6 The company has changed enormously since the...............................
9 A : I`m moving to Istanbul next year.
B : Really?............. am I!

1 2

3 4

5 6

7
 8 9

6. Match the two parts of sentences.

1. I graduated a for a degree in Business Administration
2. I report b by car
3. I studied c plus commission.
4. I go to work d to early retirement
5. We need to advertised e in the local newspaper
6. We offered her a salary of $60.000 f to the Chief Project Manager
7. The company looks g after its staff well
8. I`m looking forward h from university five years ago

7. Respond to the statements with so or neither

Example : I`m going to lose my job.
...So am I..............................................................
a. I didn`t want to take early retirement.
..................................................................................
b. I went to University in France.
..................................................................................
c. I`m not going out this evening.
..................................................................................
d. I usually start at 8.00 a.m. in the morning
..................................................................................
e. I don`t like eating in the company canteen.
..................................................................................
f. I wasn`t interested in my previous job.
..................................................................................
g. I was very happy in Thailand.
..................................................................................
h. I`m in the paper industry
..................................................................................
PRESENTATIONS
Some useful phrases.

Im glad to see so many of you here today.

Id like to talk about how we organise things in this department.
First Ill describe our organisation.
Finally, Id like to discuss some future plans.

Thats all I wanted to say about training.

Moving on to my next point....
Excuse me, can you tell us when the report will be ready?
Sorry, I didnt catch the question.
Could you bear with me?

Turnover rose by 12 per cent last year.

We are predicting a slowdown next year.
As you can see from the graph, sales have increased dramatically.
Sales reached a peak in December.
They have declined since then.
These are difficult times for the company.

Id like to finish by thanking you all.

Id welcome your feedback.

Dialogues 1

Setting the scene

A : Hello everyone. Its good to see you all here so early in the morning. My names
Hiro Rosado and Id like to talk about how we organise language tarining here. First
Ill describe how English has become the company language, then Ill outline our
study programmes. Finally Id like to say something about some of our plans for the
future.

Moving on.
A : ....so thats all I wanted to say about the budget for next year. Id now like to moveon
to the question Rosa raised earlier.
......That leads me to my next point. We need to look carefully at how we plan for next
year.
.......So, next years budget. Id now like to talk about the action we are taking to reach
our targets.

Dealing with questions.

A : How much is the project going to cost?
 B : Im afraid I cant say at the moment.
C : Can you tell us when the report will be ready?
B : Im hoping to have it ready by the end of the week.
D : Are you planning to recruit more staff?
B : Sorry, I didnt catch the question. Could you repeat it, please?
D : Sorry, Id like to know if you are planning to recruit more staff.
B : Did everyone hear that? The question was: Are we planning to recruit more staff?

Dealing with the unexpected.

A : Oh, dear.
B : Is it broken?
A : Yes, the bulb is broken. Im afraid I wont be able to use the projector. Could you
bear with me, I have some paper copies in my briefcase.
B : Are you OK?
A : Yes, I think so. Could I have a glass of water? Thats better. Sorry, where was I?
B : You were just about to tell us some interesting news.

Recapping
A : As I mentioned earlier, we hope to finish the project by the end of the year. I said that
we were on schedule. Having said that, there are a couple of potential problems.....

Coming to an end.
A : Id like to finish by thanking you all for coming here today and I look forward to
seeing you in two weeks time. If anyone has any questions, please ask. I will be
around for coffe later and you are very welcome to contact me if you have any queries
before the next meeting.

NOTES
See the companion book in this series, Business Presentations, for more help with giving
presentations in English.

Its good to see you all here....

Speakers opening remarks to an audience:
Im very pleased to be here.
Im glad you could all make it.
Thanks for inviting me.
Thank you (all) for coming.

......Id like to talk about....

Other common phrases for starting off a presentation:
Im planning to tell you about....
 Today Id like to introduce....
Id like to start by saying something about....

First Ill describe.....

Phrases for describing the structure of a talk:
Then Ill discuss our study programmes.
After that Ill come to the main point.
Finally Id like to say something about....

.....Thats all I wanted to say....

Note how the speaker finishes off a section of the talk. Some other phrases:
Are there any question so far?
Moving on to my next point.....
To summarise what I have said so far....

That leads me to my next point.

Announcing a new point in a presentation:
Id now like to move on Rosas question.
Moving on to Rosas question....
Now Id like to talk about....

So, next years budget.

You can sometimes simply announce a new topic/presentation slide as follows:
So, sales in Canada. These have been...
Development plans for next year. These are...
Study programmes. have a look at...

Im afraid I cant say...

Useful language for when you do not know the answer to a question:
Im sorry, I dont know the answer.
Ill have to check for you.
Im not the best person to answer that.
You need to speak to....

....I didnt catch the question.

When you cant hear something:
Could you repeat the question?
Could you say that again?
Sorry, what did you say?

Could you bear with me,....

A very useful phrase when you need time to check or find something. Alternatives:
Excuse me for a moment.
Just a moment
 Can you give me two minutes!

Sorry, where was I?

If you are distracted or forget what you wanted to say! Other possibilities:
Can you/anyone help me?
Let me think.

You were just about to tell us..

Helping the speaker to rememeber the point he/she wanted to make!
You were talking about the schedule.

As I mentioned earlier,....
Useful language for recapping
(summarising/reviewing)what was said earliner in the presentation:
As I pointed out/mentioned earliner....
As I said before...

Id like to finish by thanking you all...

Language for ending a talk:
Thank you.
Thank you for inviting me.
Are there any questions?

.....you are very welcome to contact me....

Asking the audience to contact you:
Id be very happy to hear from you.
Id welcome your feedback.

Dialogues 2
Some facts and figures
A : Turnover rose in the year to April by 11 per cent to 4 billion dollars compared with
3.8 billion in the previous year. Profits jumped by 20 per cent in this period. However,
these results give a misleading picture as the company sold its French subsidiary
during the period for a one off profit of half a billion dollars.

Predictions
A : Were currently predicting a slow down in sales for next year. Global trading
conditions are not promising. However, one area where we expect growth to continue
is in Japan and Korea, where analysts are forecasting an upturn in the market.
B : Is that for the whole of the region?
A : Yes, were looking at a growth rate of between 1 and 3 per cent in these areas.

Trends: upwards.
 A : As you can see from the graph, sales have increased considerably this year. The
beginning of the year was poor, but sales picked up in February and reached a peak in
August. Since then they have fallen a little but the overall trend is upwards. The
outlook is very healthy.

Trends: downwards
A : The chart clearly shows the dramatic fall in production since the beginning of the
year, and unfortunately this is a trend which will continue. The closure of our Lufwa
plant in January accounts for the sharp fall at that time and as sales have continued to
decline, we have had to temporarily shut down a number of our factories. These are
difficult times for the company.

Trends: steady
A : If you compare this six-month period with the previous six months, you will notice
that there has been very little change in the number of guests visiting our hotel. In
fact, guest numbers have not increased for three years. We need to think about what
we can do to make our hotel more popular.

NOTES
Turnover rose in the year to April...
Other ways of describing financial periods of time:
In the first/second/final quarter.
In the year to date.
In the current year.

.... by 11 per cent.....

Note the use of the preposition by with percentages and fractions:
By what percentage did turnover grow?
It grew by 5.9%.(five point nine per cent)
.... by 3.75%.(by three point seven five per cent)
1
2
It went up 2 %. (two and a half per cent)

.... these results give a misleading picture....

When information from charts and statistics is not so useful:
The graph gives a false picture.
The statistics may give you the wrong idea.
....a one-off profit....
A profit which will not be repeated.

Were currently predicting a slow down...

Other ways to predict events:
Were forecasting an improvement.
Were expecting a sharp fall.

....analysts are forecasting an upturn....

An upturn is a recovery
A downturn is a decline.

......were looking at a growth rate of between 1 and 3 per cent....

to look at is an informal alternative
expression meaning to expect or to predict:
Were looking at a large increase.
What kind of growth are we looking at next year?

As you can see from the graph,...

Referring to visual aids:
This chart clearly shows the dramatic fall in production.
At this point on the graph you can see...
Here you can see...

....sales have increased considerably...

Alternatives to considerably:
a lot, a great deal, substantially

.....sales picked up in February....

Other verbs to describe trends:
Sales recovered. (returned to their original level)
Turnover fell back.(declined)
Sales were up/down on last year.(better/worse than last year)

....sales reached a peak in August.

We can also say:
Sales reached their high/highest point in August.
The opposite:
Sales reached their low/lowest point in June.

The closure of our Lufwa plant in January accounts for the sharp fall...
To account for means to be the reason for.
This is a useful term when talking about facts and figures.
 How would you account for the fall in sales?
The appointment of anew Sales Manager accounts for the rapid rise in sales last year.
Note also due to:
The fall is due to the closure of the plant.

....sales have continued to decline...

Further examples:
Sales have continued to fall.
There has been a further fall/decline in sales.

If you compare this six-month period....

Note the use of a hyphen (-) in six-month.
Compare:
a three-month period
a period of three months.

.....there has been very little change....

Note the use of the present perfect tense to describe change:
Things-havent changed very much.
Things have hardly changed.
Changed has been very slight.
Sales have been steady.

PRACTICE
1. Complete the sentences with a preposition.
Example: First Id like to talk about how we organise training.
a. Turnover increased.........more than ten per cent last year.
b. Sales picked.........well in the first quarter of the year
c. Please bear.......me while I find the reference.
d. Were forecasting an increase of.......two and three per cent.
e. Id like to finish...........thanking you all for your very useful comments.
f. We are forecasting a downturn...........the market.
g. Unfortunately, we had to shut.........our Luftwa plant earlier this year.

2. Write what you would say in these presentation situations. Refer to the dialogues and
notes.
Example: Start a talk. Explain what you are going to talk about.
a. You are giving a presenatation and someone asks you to go back to a previous slide. What
could you say as you are looking for it?
.........................................................................................................................................
b. Invite questions from the audience.
.......................................................................................................................................
c. Refer to some details on a graph or chart.
.......................................................................................................................................
d. Finish the talk. Thank the audience.
......................................................................................................................................

3. Match the two parts of the sentences.

1. That leads me to a. we hope to finish things soon.
2. As I mentioned earlier b. to contact me at any time.
3. You are welcome c. so many of you here
4. To summarise d. there are some potential problems
5. Its good to see e. what I have said so far....
6. Analysts are forecasting f. a very healthy outlook for the company
7. Excuse me. g. my main point...
8. The graph compares h. for a moment.
9. Having said that, i. the number of guests visiting the hotel
over a six-month period.

4. Write the phrases in one of the three columns depending if they are up, down or the same.
Up Down The same
Sales have picked up

a. Sales have picked up

b. There has been an increase in sales
c. Things are slowing down.
d. Turnover jumped last year.
e. It has stayed the same.
f. Overall there has been a decline in the market.
g. The company has recovered.
h. We have seen a rise in turnover.
i. There has been an upturn in the market.
j. We are expecting a downturn.
k. There has been little change.
l. Sales have been steady during the year.

5. Complete the sentences with words used in the dialogues and notes.
Example: Im not the best person to answer that question.
a. I didnt catch your....... Could you repeat it?
b. Unfortunately the downward........is going to continue.
c. Id like to make another...........
d. The results give a misleading..............of last years performance.
e. What kind of growth............are we hoping to achieve?
f. We are very disappointed with the sharp...................in sales.
g. Sales reached their highest..................in the summer.
h. A lot has happened during the previous six-month...............

6. Complete the statements and questions using the verbs form the box. Use each verb once
only.

catch repeat show account take give

cost say fall bear

Example: Id like to ask how much the project is going to Cost

a. Im afraid I cant...............Ill check for you.
b. Im sorry I didnt................the question.
c. Let me................it for you
d. Im not quite ready. Can you........with me?
e. Of course...............your time.
f. I think these charts............a false picture.
g. Yes, they dont really........the recent upturn in the market.
h. By what percentage did turnover.........last year?
i. By 5 per cent. I cant..............for it.
 MEETING
Some useful phrases

Im trying to arrange a meeting for next week.

Can you make Thursday afternoon?
I dont think we need more than two hours.
Ive booked the conference room for 2 oclock.
Ill send you my draft proposals by Monday midday.

Who would like to take the minutes?

Id like to leave item three until the next meeting.
What are your thoughts on this?
Id like to make a point.
Of the fifty people I asked, only one did not agree with the idea.
Does everyone agree?

We made a very good case for changing the system.

Unfortunatelly they rejected nearly all of our proposals.
Only one of our proposals was accepted.

Here are the main points covered during the meeting.

Ive attached the draft minutes of the meeting.
Please check if I have left anything out.
These are your action points.

DIALOGUES 1
Setting up a meeting (by phone)
A : Hi, Anna Im trying to arrange a meeting for next week. Can you make Tuesday or
Thursday afternoon?
B : Tuesday would be fine. What time?
A : What about 3 oclock? I dont think we need more than two hours.
B : I agree. Is Juan coming, by the way?
A : I hope so but I havent asked him yet.

Postponing a meeting (by phone)

A : Hello again. I hope this wont cause you any problems, but Ive just spoken to Juan
and he cant make Tuesday. Could we make it Thursday instead?
B : Just a moment. Ill just check my diary. Right, Ive got another meeting on Thursday
but it should be finished by 3:15. But, could we meet at 3:30 just in case the meeting
overruns?
A : Of course. I know Juan will be pleased because he didnt wanted to miss the
meeting.
 B : Fine. See you on Thursday afternoon. Ill send you my draft proposals by Monday
midday.
A : Thanks Anna. Bye.

Setting up a meeting ( a voicemail message)

A : I`m sorry I can`t take your call at the moment. Please leave your message after the tone
and I`ll get back to you as soon as I can
B : Hello, Margareth,it`s Dagmar here. I`d like to come over to Poznan next week to see
you and Alex. There are some things we need to discuss relating to the arrangements
for the conference. Any day next week except Friday would suit me. Could you
check with Alex and get back to me. I think we`ll need about three hours. Look
forward to hearing from you.

Confirming a meeting by email

NOTES

I`m trying to arrange a meeting for...

Note the use of for:
..... for the next month
......for next year.
.....for the project group.

Can you make Tuesday?

This means Can you come on Tuesday?
Note the differnt uses of make:
Could we make it Thursday instead?
I could make it at 2 p.m.
I can`t make the meeting.

Is Juan coming, by the way?

Use by the way to ask for additional information:
By the way, is anyone else coming?
Who else is coming, by the way?
We can also use happen toL
Do you happen to know if Juan is coming?
.... it should be finished by 3:15.
Note that times can be said in two ways:
3:15 ( a quarter past three or three fifteen)
3:20 ( twenty past three or three twenty)
3:30 ( half past three or three thirty)
3:45 ( a quater to four or three forty-five)
by 3:15 means that it could finish earlier
Compare:
at 3 o`clock (exactly 3 o`clock)
at around 3 o`clock ( maybe a little earlier or later than 3 o`clock)
Note that half three in informal British English is 3:30

... just in case the meeting overruns.

Another way of saying:
Just in case it doesn`t finish on time.

...he didn`t want to miss the meeting.

Note that miss has to meanings:
Unfortunatelly I had to miss the meeting.
I`m sorry I missed you earlier.
Compare with:
Juan is a very important member of the team we really miss him when he is away.

I`d like to come over to Poznan next week...

Come over means travel from one place to another.
I`m thingking of coming over to visit.
You must come over and see the new office

Any day next week except Friday would suit me.

Any day leaves the option open. The writer could have said:
I`m free every day next week except Friday.
That suits me means That`s a good time for me.

Could you check with Alex and get back to me?

Get back to me leaves the method of communication open; the contact could be by
phone, email or letter.

... I`ll order some sandwiches....

Orderimg sandwiches for a business lunch is not appropriate in all cultures! Some other
useful lunch phrases:
Would you prefer to eat out?
Is there anything you don`t eat?
Are you a vegetarian?
 We can have a working luch.
We often do business over lunch.

Otherwise I`ll see you in the office at 12:30

In this example, otherwise means if I don`t hear from you.

DIALOGUES 2

Working through an agenda.

A : Has everyone got a copy of the agenda? Lee, could you take the minutes, please?
B : No problem.
A : Thanks. So, let`s start. As we`re rather short of time today, I`d like to leave item
four until the next meeting. Is that OK with everyone?
B : That`s fine with me.
A : Good,so can we look at item one? That`s John`s proposal that future department
team meetings should be held away from the office. What are your throughs on
this?

Reporting back to a meeting

A : John,could you give us your report?
B : Certainly. As you know, I was asked to find out what the people in my department
thought about arranging more meetings away from the office. I found that most of
my staff were opposed to the idea. The majority felling was that they would prefer
to organise meetings in this building.
A : That`s interesting. Sandra, what did you find out?
C : Quite the opposite. In my department, of the fifty people I asked, only five did not
like the idea of having meetings away from office.

Reaching an agreement
A : I think we should abandon the idea altogether. Does everyone agree?
B : Not really. I think we need to send a questionnaire to all the staff so we can find out
exactly what they think.
C : Is that really necessary? Youve heard what John and Sandra have said-there are so
many different views. Its not worth it.
A : I suppose youre right. It just seemed like a good idea to me.
B : It is a good idea. Perhaps we could look at it again next year!

Making a point.
 A : The other point I want to make is that we need to be informed about the dates of
meetings well in advance. I was told about the date of this meeting very late and
that caused me a lot of problems. Some people were not able to come at all. We
really must avoid this in the future. Communication is very bad in this company.
B : Thats not true. Some people simply do not read their messages. The date was set
three weeks ago and everyone was told then.

NOTES
....could you take the minutes, please?
The minutes are the written record of what is discussed during a meeting.
The agenda is the list of items discussed in a meeting.
Minutes are taken during a meeting.
The minutes of a meeting can be written up and approved.

....Id like to leave itemfour until the next meeting.

We usually talk about items or points on an agenda.

......can we look at item one?

Note that we can look at an item on the agenda. Some other useful verbs and
prepositions:
Lets move on to item two on the agenda.
Can we go through the minutes?
We need to vote on it.

What are your thoughts on this?

Asking for opinions:
How do you feel about this?
What do you think?
Id like to hear everyones opinion.

.....I was asked to find out what the people in my department thought....
Reporting back:
It was my job to find out about....
You asked me to find out about....
Ive talked to the office staff and the general opinion is....

The majority feeling was.....

Majority opinions:
Most people are in favour of the change.
The majority opinion is in favour.
Minority opinions:
Not many people agree with the idea.
The minority opinion is against it.
.....of the fifty people I asked, only five....
 More numbers and percentages:
One in fifty agreed with the idea.
Two in three are against it.
Nearly 100 per cent of the staff replied to the questionnaire.
A quarter/Half/Three quarters of the staff were in favour.

Does everyone agree?

Ways to find out if there is agreement:
Are we all in agreement?
Do you have the same opinion?
Does anyone disagree?

Is that really necessary?

really is used more in spoken English to emphasise what you are saying:
Are you really sure?
Is he really leaving the company?
They reaaly dont want to leave the office.

I suppose youre right.

The speaker uses suppose to admit that the other speaker is, in fact, right.

The other point I want to make.....

Some alternative expressions:
Id like to make another point.
Just one other point....
Id like to make one final point.

We really must avoid this in the future.

Making a strong statement:
Its vital that we avoid this in the future.
Its essential that we make changes.
Its crucial that people should read their messages.

Thats not true.

Note that this is a very direct statement and could be considered impolite. Less direct
alternatives:
Im sorry, but I dont agree.
I dont think thats true.
Im not sure thats true.
Is that really true?

Dialogues 3
A follow-up phone call (1)
A : Hi, Kitty. Im just phoning to let you know what happened in the meeting.
B : Thanks. So how did it go?
A : Bad news Im afraid. They rejected all of our proposals to change suppliers to AKK.
Some of the managers agreed that we needed to change but Anton Trofimov
persuaded them to leave things as they are.
B : So what reasons did he give?
A : Anton said he thought that the current arrangements were good enough and finally
everyone else agreed with him.
B : I dont believe it. How can they be so short-sighted?

A follow-up phone call (2)

A : Hello again, Kitty I thought I should let you know immediately that Anton has been
having second thoghts. Hes been through the figures which I presented at the meeting
again and he now thinks weve made a good case for moving our business over to AKK
B : Do you want me to do anything?
A : No, but thanks for offering. Anton would like me to provide some more information
about AKK at another meeting to be held next week. Ill call you tomorrow so we can
discuss details then.
B : Fine. Speak to you then.

Action points (on a dictaphone)

Here are the main points covered during the meeting on February 14th and action to be
taken.
Jaroslav to produce a questionnaire to find out how the staff would like to spend the
New Year bonus.
Juliet to research costs for proposed building project.
Winston to look onto improving our security systems.
Tree planting project-no decision made. Leave until the next meeting.
The next meeting will be on March 3rd.

Notes
Im just phoning to let you know....
 Announcing the reason for a call:
Im just phoning to say thank you for doing the minutes.
Im just calling to remind you about next weeks meeting.

Bad news Im afraid.

The speaker says bad news at the beginning of the sentence for emphasis. He could also
have said:
Im afraid I have some bad news.
Other examples:
Good news, Im happy to say.
Im happy to say I have some good news.

......What reasons did he give?

Note the use of give:
to give a reason/reasons
to give an explanation/explanations

.....short-sighted
when you only think about the present, not the future.

I thought I should let you know immediately....

You can also say I wanted to instead of.
I thought in this situation:
I wanted to let you know what happened.

.....Anton has been having second thoughts.

to have second thoughts means to change your opinion after you have thought about it
again.
Are you having second thoughts?
On second thoughts, Id like to accept the proposal.

....he now thinks weve made a good case....

The speaker uses the word now to show that he has changed his mind.

Ill call you tomorrow so we can discuss details then.

I will call is usually reduced to Ill call in spoken English. It implies a promise/a firm
arrangement:
Ill let you know.
Ill send you a message.
Ill organise it,etc

Here are the main points....

We can start the memo with Here are...or simply use the following:
 The main points
Action points.

Jaroslav to produce a questionnaire....

Note the use of the infinitive to in these statements. This is very common when writing
informal action points from a meeting:
Juliet to research costs for the proposed building project.
Winston to look into improving our security systems.

......for proposed building project.

Note how the article the (for the proposed project) can be left out when the memo is in
note form.

.....no decision made.

No decision wad made.
Auxiliary verbs (was in this example) can be left out when you write/speak in note form.

Ive attached the draft minutes of the meeting.

Alternatives:
The draft minutes are attached.
Here with the draft minutes. (more formal)
Drafts can be first drafts, rough drafts or final drafts.

......check if I have left anything out.

Other possibilities:
Let me know if I have forgetten anything.
Check if I have made any mistakes.

Practice
1.Complete the sentences sing the verbs from the box below. Use each verb once only.
 arrange cover miss cause make
suppose give report happen leave
abandon
Example : Id like to arrange a meeting for next week.
a. Can you.......... the meeting on Tuesday?
b. I hope that the changed time wont.......... you any problems.
c. I must hurry. I dont want to............ the meeting.
d. Do you...........to know if Motoko isgoing to be there?
e. I dont like it all. We should.......... the idea.
f. Lets.............discussion on this point until the next meeting.
g. Ill talk to the staff and...........back to you next week.
h. Did Tonya.........a reason why she couldnt attend?
i. We have a lot of thungs to............in this meeting.

2. Complete the sentences with words taken from the dialogues. The first letter of each word
is provided.
a. The m............................ of the staff were in favour.
b. Can we look at the first i.............................. on the agenda?
c. Is it n............................. to send an agenda beforehand?
d. Id like to leave point two u the next meeting
e. Can we go t.............................. the report now?
f. I can meet any day next week e............................. Monday.
g. Does Tuesday s............................. you?

3. Complete the sentences with one of the alternatives.

Example : Im phoning to let you know what happened. let/explain.

a. Who is going to..................... the minutes? make/take

b. Could you.................us when you know the answer. tell/say
c. Id like to................. a point. make/remind.
d. We need to.................... a date for the meeting take/set
e. We............................. a good case for changing the system made/took.
f. Are you....................... second thoughts about the proposal? having/taking
g. All of our proposals were........................ disagreed/rejected.

6 ENTERTAINING AND SOCIALISING

Some useful phrases.
Listen and repeat

Would you like tea or coffe?

How do you like your coffe?
Can I have a soft drink?

Could you translate the menu for me, please?

Do you