1> Conversational skills Introductions Participating in a conversation Showing interest Introducing yourself Responding to an introduction HisHello, my name's Toby. Can introduce myself? I'm Chris. Itsa pleasure to meet you. Good to meet you. Formal Informal What do you think ofthe conference? Doyou mind join you? Doyou have a moment to discuss your company? Hi, are you enjoying the conference? Isit OKif join you? Do you have time for a quick Would it be possible to talk about your | chat? ‘raining programme? Isnowa good time to talk about your training programme? Closing [really appreciate your time, Thank you Would it be possible ta contact you to discuss this further? Thank you so much, that was very informative. Can | give you my business card? May have your business card? Thanks for taking the timeto talk tome, Can getin touch next week to talk about this in more detail? Itwas great speaking to you Here's my card Do you havea business card? There are different {strategies for showing interest during a conversation. Itis polite to keep your attention focused on the speaker and to use body language as well as words to show that you are paying attention (eg looking atthe person speaking, nodding, smiling). Commenting | Really? That's interesting! Right. ok. Ise hl Uh-huh, ‘Asking Can you tell me more about the recruitment process? questions: ‘Who is the best person to contact about applications? Clarifying | Did you say that you employ 3,000 people worldwide? So isitbetter to contact you by phone or email? Showing your | {noticed on your website that you employ interns research Your company brochure was very informative. Repeating _| So you havea graduate training programme. back It’sinteresting to hear that you have apprenticeships in computing,2 > Telephone skills Making contact Ending the call Leaving a message Formal/Semi-formal Less formal Startingacall | Hello, my name's Claudia Peck | Hi, Fabio. It's Susan here, from Tevo Industries.Can speak | thisis Monika from accounts. to the Sales Director, please? Good morning, my name's Cara Madaki. We métat the computer security seminarlast week Receptionist Cranfield Computing, how can | Hi Kendle Electronics. "help? (One moment. Could you hold the tine, please? | vt put you through now. {im putting you through now. Receiving acall | Hello, Tang Ka-yee speaking Hi, James Glover. You'eethroughto the Customer | Speaking Services Manager ‘Stating the Woulditbe possible to arrange | 1 about the presentation Feasanforyour | amectingto resent ournew | rmcalingwitha quick question Product range’ You said I should callto discuss havea quick query about your | the internship. ist epee em Hi, Gina. 'm calling about your You suggested that I call voicemail message. to discuss my internsh Spplston P Hi | got your message Hi Lars, thsi Charlotte Ireceived your message about the brochures. Guttingshort | Can call you back? min the midale of something acall VU take your details and call you back Can {call you later? H.get back to you later today. ‘Confirming action | So, 'l see you on Thursday at 3p.m. IU call you backas soon as! have the figures, I calltomorrow to confirm detail Endingtheeall | Thanks for calling bye. Thank you for your help. Iwas nice speaking to you, bye Leaving Can Ileavea message, please? amessage Could you tell Lisa that Judith called about the catering order? ‘checking Could you read that back, please? lunderstanding | Would you like me to repeat the number? Requesting action | Do you know when she will be back Can you ask him to call me back this afternoon? Could you tell Tomas that t's urgent, please? Isthere anyone else who could help?Taking a message —[Takingamessage | Sory, Louis isnt inthe offie today Can take a message? Katrin isnt here at the moment. Would you lke to leave a message? Checking understanding So that’s 738 562 991? an read that back? Did you say fifteen or fity? Confirming action | Fl give him your message as soon as he returns. ‘she won't be back in the office until Monday. Would you like to speak to someone else about this? Voicemail messages Hi this Lars Jansen from Lumiglow. rm calling about your order for the new brochures. There isa problem with the delivery date. Could you call me back on 0998 639 232? Fllbe in the office until 6 pm. Could you contact me by tomorrow morning, please? Repeating or arnt That's oh_double nine_eight, six three_nine, two_three two That's spelt L_U_M_LG.t_0_W. 3 > Meeting skills Introductions | Welcoming people Thank you all for coming today. andopening _ | Introducing participants I think we all know each other, don't we? Could we all say our name and role? Clarifying aims The aim of this meeting is to agree the new budget. You'll see from the agenda that we are here to discuss three main points. We need to agree on who is working on each project: Opening a meeting 0X, let’s begin by looking at the first point on the agenda. Shall we start by discussing the schedule? Participating —_{ Asking for opinions What are your thoughts on this? What do you think, Natalia? Any ideas? Giving an opinion iim opinion, we should look fora new supplier think this would help our clients ‘Agreeing/ Disagreeing That's good point. lagree with Jean Luc. That’sa really good idea. That would work, I can see your point but I can't agree. Iimafraid | don't agree. Clarifying ‘What | meant to say was (the figures aren't reliable). ‘To putt another way (we need to spend less on marketing). Can check what you mean by (cost cutting)?Updates and action Talking about priorities Asking for an How are we doing with the new factory plans? update Can you give me a quick update on your current projects? Have you updated the team on the new schedule? Where are we with the new pricelist? What's happening with the new computer software? Can you bring me up to speed on the Ferguson contract? Giving an update Talking about past | | completed the sales figures on Monday. action The delivery was late so we missed the deadline. Talking about The design sin progress atthe moment current action Yim currently finalising the report Talking about Yim expecting the order confirmation this afternoon. planned action — |) yye't sign the contract tomorrow. Givinganupdate | The only problemis the currency rates, which might affect the onproblemsand | budget. solutions ‘There wasa problem with the menu, but we spake tothe caterers and found a solution We're working on tat the moment and should havea solution by the end ofthe day. ‘Action points Can you callthe supplier by the end of today and change the quantity Werneed a response by the end of this week Get back to me on Thursday with an update, please. Justin willspeak to sales and Monika can talkt the client. Does everyone know what they need to do? Important itis ofthe utmost importance that we come toa decision This should be our number one priority. This issue is high priority Thisis extremely important. We really need to decide on the deadline. The mainissueishow much this will cost Lessimportant | Thisisalow priority for our department. It’s quite important but we don't need an immediate decision. Wwsnot urgent. Thisisn’t currently a priority. That isn't so important for us. We'd prefer to focus on the budget. Postponing We can put off the decision until we have more facts Can we delay the deadline until next week? Let’s explore some solutions and then come to a decision. We can talk about this ater,Reaching agreement Resolving conflict Closing a meeting When discussing problems and issues, consider the following 1. Understand and communicate the main priority ofthe discussion, 2 Talkabout facts and issues rather than personal comments. Try to use we statements rather than you statements, 3 ‘fitis not possible to come to agreement, arrange another discussion ata later date. Agreeing Yes lagree with Anton | see what you mean Lcompletely agree Bracty! Disagreeing | I'm afraid disagree Sorry. | donttagree tim not sure | agree with that. Agreementnot | We may have to agree to disagree reached \ don’t think we can reach agreement today but we'll discuss this again later. Making I thinkwe should (have an international team suggestions / | How about changing the logo!? Preferences | Why dontwe ask our customers? We could hire some short-term staf for the project Have you considered (replacing the old equipment? Reactingto | That'sa good point. suggestions | tharsa good idea That could work think you're ight It’s@nice idea, but dont think twill work Explaining | The main problemis that (the supplier cant deliver the order. problems) | theisae sthate dont have enough stat The things that (the equipments broken) and so (we won't be able to finish the ash. Outlining | Ie might bea good idea to have weekly meetings solutions There are two possible solutions. What do you suggest? Let's try tofind a solution together. What would you tke tohappen? Inviting Can we come toan agreement? consensus | Would that work? Arewe ll agreed? Canweall agree on that? Thank you for coming today Itwiasa very useful meeting Well meet again next week to discuss newt steps