Business English: Useful Expressions.

 
Useful Expressions - Business Language Useful Expressions - Business Language
Apologizing Expressing Appreciation
Asking for Help Forward Looking Statements
Business Introductions Invitations
Company Description Job Responsibilities
Describing Business Activities Offering
Describing Jobs Requesting
Describing Products Terms of Payment
Describing Projects Using Tenses Appropriately
Explaining Welcoming Visitors
 
Useful Expressions - Business Interaction Useful Expressions - Business Interaction
Analyzing Problems Discussing Agenda Items
Asking for Information Making Appointments
Closing a Conversation Meetings and Discussions
Customer Survey (Restaurant)
 
Useful Expressions - Business Useful Expressions - Business
Correspondence Correspondence
Business Letters Sample Topics for Business Letters
Common Phrases for Business Letters Writer's Checklist
Helpful Hints for Business Letters Function and Structure list
 
Useful Expressions - Business Presentation Useful Expressions - Business Presentation
Nervous Mannerisms Speech Preparation
Presentation Tips The Language of Charts and Graphs
Signposting Thinking Positively about Presentations
Simple Presentations

Apologizing
I’m sorry.
I made a mistake.
Please accept my apologies.
I’m sorry. I didn’t mean to . . .
(I’m) sorry. I didn’t realize that . . . .

That's okay
No problem
I’m sorry (I have) to tell you this, but . . .
I hate to tell you this, but . . .
I don’t know how to tell you this, but . . .
I have some bad news

We regret to inform you that . . .

Regretfully, . . .
Unfortunately, . . .

Asking for Help

Could you . . . . (for me) ?
Would you please . . . ?
Would you mind V+ing . . . .?
Could you possibly . . . ?

Okay, no problem
Sure, I’d be glad to.
Sorry, I’m (kind of) busy now.
I’m sorry. I don’t have time right now

Do you have a minute?

Can you spare a few minutes?
Could you do me a favor?
Could I ask you a favor?
Can I ask you to . . . ?
I need some help (if you have time).
(If you’re not busy) I could use your help.

Can you open the door for me?

Will you hand me a pencil?
Would you turn on the air conditioner?
Could you help me with these boxes?
Would you please turn down the music?
Could you possibly give me a ride home?
Would you mind taking a picture for us?
Would you be so kind as to lend me your cell phone?

Thanks for your help

Thank you so much.
Thanks, I really appreciate it.

Excuse me, could you do me a favor?

Sure, what is it?
Could you help me move these chairs?
No problem. / I'd be glad to.
Thanks a lot.

Introductions
This is my boss, Mr. Stratford.
Jared, this is my secretary, Barbara.

Good to meet you.

Nice to meet you too.

I’d like you to meet my co-worker, Collin Beck.

Collin, this is Susan Palmer.

Nice to meet you.

My pleasure.

Have you met, Jason?

Jason, this is Teresa.
Hi, I’m Jill Watson.
I don’t believe we’ve met. I’m Greg.

I’d like to introduce you to my dear friend, Mrs. Pleasant.

Allow me to introduce myself/my colleague, Ms. Winters
Let me introduce you to my colleague, Dean Richards.
Mr. Richards, this is David Porter from Aerospace Inc.

How do you do?

How do you do?
It’s a pleasure meeting you

Company Description
What company do you work for?
Which company are you with?
Who do you represent?

I work for ABC Company.

I’m with ABC.
I represent (the) XYZ (company).
What is the name of your company?
Where are you located?

The name of our company is . . . .

Our company is located in . . . .
Our headquarters is in . . .

What (type of business) do you do?

What business are you in?

We are in the computer business.

We’re in computers
We sell . . .
We produce . . .
We manufacture . . .
Our major products are . . .

Describing Business Activities

What do you do at ABC Company?

I am in charge of marketing.
I’m responsible for sales.
 
I program computers.
I recruit and train employees.

What does your company do?

We design software.
We build storage units.
 
We produce small appliances.
We’re in the insurance business.

Describing Jobs
What do you do?
What do you do for a living?
What is your occupation?
What type of work do you do?
Where do you work?

  I’m a salesman. (job-general)

  I’m in sales. (general)
  I’m in the toy business. (industry)
  I’m a contractor at JBX. (specific)
  I’m a consultant for YXL.
     
What company do you
work for?
  I work for Bellwest. (company name)
  I work at Wellbest. (general)
  I’m with Westbell. (industry)

What do you do there?

What do you do at Bellwest?

  I’m a software engineer. (job title)

  I work in the sales department. (place in company)
  I’m in customer service. (general area)
  I work as an instructor.  
  I build houses. (specific job)
  I clean the restrooms.  

Invitations
Would you like to . . .
We’re going to . . . . Would you like to come along?
There’s a . . . . (tonight). Would you like to go?
How about (V+ing) . . . ?
Do you want to . . . ?
I wonder if you would like to . . .
I was wondering if you would like to . . .

I’d like to invite you to . . .

If you have time, I’d like to invite you . . .
Would you like to join us for (event) at (time) ?
We’d be glad to have you accompany us . . .
We’d be delighted/honored to have you as our guest at . . .

Do you want to / wanna (very informal)

Would you like to
Will you . . . (with me)
How about V+ing
How would you like to
I was wondering if you would (like to)
I would like to invite you to (more formal)
When inviting someone to do something with you, it is polite to "break the ice" before extending
the invitation.

For example, Will you go dancing with me on Friday? (too abrupt by itself) (Give the other
person time to "prepare" for your invitation.)

Do you have time on Friday?

Yes, I do. Why do you ask?
There's a dance at the Grand Ballroom.
Would you like to go with me?
Sure! I'd love to.

Role play the following situations with a partner. Include details and give a variety of responses.

1. Invite your partner to go fishing this weekend.

2. Invite your partner to your home for dinner.
3. Invite your partner to see the circus.
4. Invite your partner to attend your violin concert.
5. Invite your partner to attend a political rally.
6. Invite your partner to your child's performance.
7. Invite your partner to your son's graduation party.

Your friend has bad breath (but doesn't know it); you are married but would rather be single; Johnny is
caught playing with matches; you are a perfectionist and your roommate is a slob. Yikes! What do you
do? This situation-based conversation text provides challenging--sometimes touchy--topics in an effort
to help students bridge the gap between controlled and free expression. Incorporating four main lesson
formats (information gap activities, small group discussion, face-to-face role plays, and discussion and
presentation), each of the 20 lessons takes approximately 90 minutes to complete. The lessons open
with a warm-up activity then move into a preview of grammatical structures and vocabulary,
conversation strategies, the "situation," problem-solving simulations, and a follow-up section enabling
students to extend their discussions to related topics. Oh no! You're a vegetarian and your boyfriend's
family is grilling steaks for dinner . . . what do you do?

Do You Like Jazz?

   
KEY VOCABULARY
    
Nouns   Adjectives
Music* best
classical favorite
country new
gospel
jazz Verbs
New Age agree
pop ask
rap/urban come over
rock go out
salsa have to
know
*Names of musical styles can listen to
be used as nouns or adjectives. meet
need
Movies play (an instrument)
comedy save
horror film sing
science fiction think of
thriller visit
western want

TV programs Adverbs
game show just
news really
soap opera tonight
talk show
Prepositions
Entertainers for (dinner)
actor on (TV)
actress with (me)
group
singer

Other
CD
date
dinner
fan
(baseball) game
gym
kind (of)
piano
play
theater
ticket
trumpet
video
    
EXPRESSIONS

Talking about likes and dislikes

Do you like . . . ?
    Yes, I do. I like . . . a lot.
    No, I don't. I can't stand . . . .
    No, I don't like . . . very much.

What kind of . . . do you like?

What do you think of . . . ?
What's/Who's your favorite . . . ?

Giving opinions

I like . . . . Do you?
I can't stand . . . . How about you?
I think . . . .
We don't agree on . . . .

Inviting and accepting/refusing invitations

Would you like to . . . ?

    Yes, I would./I'd love to.
Do you want to . . . ?
    That sounds great.
    I'd like to, but I have to . . . .

Making suggestions

Why don't you . . . ?

Let's . . . .
    That sounds fine.

Asking about events

When is it?
Where is it?
What time does it start?
Where should we . . . ?

Asking for more information

How about . . . ?

Job Responsibilities
What do you do (in your job)?
What is your main job?
What are you in charge of?
I am in charge of training employees.
I am responsible for watering the plants.
I take care of corporate accounts.
I usually answer telephones.
I mainly write reports.
I repair jet engines.

Offering


Cigarette? No thank you

Would you like some coffee? Yes, please.

How about a glass of water? Sure. Thanks.

Here. Have a/some . . . Okay. Thanks.

Would you like one of these? I really shouldn’t.

Can I get you something? No. Thanks anyway.

What can I get you something to drink? Juice would be fine.

Would you care for some . . .

Would you like to try . .
Let me offer you . . .
Let me get you a/some . .

Here, have an apple.

Have some strawberries.
Do you want a sandwich?
Would you like some lemonade?
How about a piece of cake?
How would like you some crackers?
Can I get you something to drink?

Would you like some beer?

No thanks. I don't drink.
How about a cup of coffee?
I'd rather not have coffee.
Orange juice?
That would be fine. Thanks
Requesting
Please . . .
Would you . . .
Could you . . .
Would you please . . . .
Could you possibly . . .
Would you mind (V+ing) .
Could you do me a favor?

Could I ask you to . . .

Would you mind if I asked you to . . .
Would you be so kind as to . . .

Can you
Could you
Will you
Would you
Would you mind V+ing

Lend me your umbrella! (too abrupt; sounds rude)

Excuse me, could you lend me your umbrella? (more polite)

Help me fix my car. (sounds too demanding)

Sorry to bother you. I'm having trouble with my car.
Would you mind helping me for a minute? (better)

Role play the following situations with a partner. Include details and give a variety of responses.

1. Ask your partner to repeat something.

2. Ask your partner to help you with your homework.
3. Ask your partner to "give you a lift" to school.
4. Ask your partner to donate money to charity.
5. Ask your partner to baby sit your children.
6. Ask your partner to clean up the mess.
7. Ask your partner to take notes for you in class.

Terms of Payment
I’d like to pay (in) cash.
I’ll put it on my credit card.
Can I charge it?
Could you put that on my bill?
Could I put that on my account?
Could you send me an invoice?
Could you bill me (for that)?
Can I put it on lay-away?

May I

Pay in cash
Pay by check
Pay by credit card
Pay with a credit card
Pay in installments
Pay in one lump sum

Could you deliver it to my office?

Do you charge for shipping?
Do I need to pay for postage and handling?
How long will it take?

Using Tense Appropriately in Business

Use simple past tense to describe something that wholly occurred at a
specific time in the past:
I graduated from NYU in 1998. (That’s when the ceremony occurred.)
NOT: I have graduated since 1998.(Incorrect!)
   
I finished the Hollins project last week. (Specific time)
I have finished the Hollins project last week. (Incorrect!)

Use present perfect tense to describe something that has been in effect from a certain point in the
past until now. Be careful! Some verbs are used for specific actions; others are used for
conditions that cover lengths of time.

I met Mr. Flinders last year at a Convention in Little

(Specific time)
Rock.
(Incorrect!)
I have met him since last year.
(Correct!)
I have known him since last year.

Use simple present tense to describe facts.

I work for IBS Corporation.
He’s a sanitation engineer.
I am responsible for orienting new employees.
She answers company correspondence.

Use present progressive tense to describe ongoing projects.

I am developing new software.

She is teaching the hearing-impaired.
We are building a new mall in East Heights.

Simple Present Tense

1A. Explanation

The simple present tense takes one of two forms depending on the subject.

Subject base form -s form

I, you eat
They, We go
Plural nouns work

He, She, It eats

Singular nouns goes
Non count-nouns works

1B. Examples

Subjects followed by verb in base form: Subjects with verb in –s form:

I like rice. She makes toys.

You look nice. He rakes leaves.

They think twice. It takes time.

We throw dice. Mom bakes pies.

Chefs use spice. Water slakes thirst.

 The boys ring the doorbell. Jill loves dates.

Children sing on special occasions. Mr. Smith fills crates.

Some people bring gifts to parties. Grandpa washes plates.

Bees sting when they are disturbed. The dog jumps gates.

1C. Exercises

 1. Jerry (come/comes) to school on time.

2. Jerry and Linda (come/comes) to school on time.

3. Ms. Jones (teach/teaches) geography.

4. The cat (sleep/sleeps) on the sofa every day.

5. Milk (cost/costs) two dollars a quart.

2A. Explanation

 Use the simple present tense to indicate:

1. Routine actions

2. Facts

2B. Examples

Routine actions Facts

John brushes his teeth every morning. Hawaii is in the Pacific Ocean.

Carol usually drives to work. Some birds fly south for the winter.

The teacher grades homework on Fridays. Water consists of hydrogen and oxygen.

Note how the present tense is used in the following paragraph.
 Mr. Lee is a bus driver. Every day he gets up at 7:00 a.m. and prepares for
his day. He showers, eats his breakfast, and puts on his uniform. His wife drives him to
the station where he checks in with his supervisor. Then, he gets on Bus #405 and starts
the engine. He pulls out of the parking lot and begins his route. At his first stop, he picks
 up Mrs. Miller, who lives in a red house on the corner of Main Street and Seventh
Avenue. She works at the post office and has to be to work by 9:00. At the next stop, the
Bartlett twins get on the bus. They attend class at Bayside Elementary. More children get
on at the next three stops, and they ride until the bus reaches their school. Mr. Lee enjoys
seeing the kids every day and is happy to see them again in the afternoon when he drives
them safely back home.

2C. Exercises

 1. To practice the present tense, reread the above paragraph, then try to repeat the main
ideas in your own words. Be sure to use the -s form of the verb when the subject of a
sentence is singular. Have a partner listen to your speech and check for correct usage of
verbs.

2. Tell whether the present tense is appropriate in the following sentences.

1. Yesterday I go to Washington D.C.

Correct Incorrect
2. Every day, Mr. Johnson cleans his living
Correct Incorrect
room.
Correct Incorrect
3. They usually take the bus to the office.
Correct Incorrect
4. Right now Susan eats her breakfast.
Correct Incorrect
5. Melinda and Harry work in the bank.

Common Mistakes with the simple present tense

1. Not using the -s form with singular subjects:

(Correct)
Jack likes Chinese food.
(Incorrect
Jack like Chinese food.
)

2. Using the simple present tense when another tense is required.

(Correct)
Last night I watched television for two hours.
(Incorrect
Last night I watch television for two hours.
)
Present Perfect Tense
Present Perfect Tense can be used in three situations:

 1. To indicate something that has happened at an indefinite time in the past.

o I have seen that movie already.

She has left for California.

They have not eaten their dinner yet.

 2. To indicate something which started in the past and continues until now.
o I have lived in New York for nine years.

We have been here since Friday.

He has played football since he was a child.

 3. To indicate something which occurred recently.

o I have been sick lately.

She hasn’t slept much recently.

Notes:

 When speaking about a specific time, use past tense.

o

A: I have seen that movie already. (Non-specific time)

B: Oh really? When did you see it?

(Specific time)
A: I saw it last week with Bob.
 Some words should not be used in situation 2 (above)
o

I have met John for five years. (INCORRECT)

I have known John for five years. (CORRECT)

I met John five years ago. (CORRECT)

I have met John already. (CORRECT)

 Sometimes, but not always, present perfect continuous can be used instead of present
perfect.
 o

I have lived there for ten years. (Okay)

I have been living there for ten years. (Okay)

I have exercised a lot recently. (Okay)

I have been exercising a lot recently. (Okay)

I have seen that movie ten times. (Okay)

I have been seeing that movie ten times. (NOT

Okay)

Welcoming Visitors
Welcoming

Welcome to Cando Enterprises.

Welcome to London. I’m John Taylor.

Meeting someone you don’t know

1. Patricia Murphy?

 Yes.

Hi, I’m Kevin Chen of Myotex Industries.

Welcome to Taiwan.

2. Are you Mr. Blanks?

 Yes, I am.

I’m Jane Placid. (We talked by telephone.)

Welcome to Sydney.
It’s nice to meet you in person.

 Nice meeting you too.

How was your flight?

 Okay, but very long.

3. You must be Ms. Terius.

 That’s right.

It’s a pleasure to meet you. I’m Brad Wilson.

Welcome to Suntech.

 Thank you

Did you have any problem finding this place?

 No, your directions were very clear

Analyzing Problems
What is the main problem?
What is the real issue (here)?
(I think) the major problem is . . .
Our primary concern is . . .
The crux of the matter is . . .
(As I see it), the most important thing is . . .
The main problem we need to solve is . . .
We really need to take care of . . .
It all comes down to this:

What should we do about it?

What needs to be done?
What do you think we should do?
What are we going to do about it?
Do you have any suggestions?
Any ideas?

I recommend that . . .
I suggest that . . .
I would like to propose that . . .
Why don’t we . . .

Asking for Information

What does your company do?
What is your specialty?
What do you specialize in?
What is your main line of business?

  We produce marketing materials.

  We specialize in art and design.

What are your major products?

What services do you provide?

  We produce office machines.

  We design software.
  We provide technical support.

Information about products

Could you give me some (more) information on this?

What can you tell me about this (product)?

Tell me about this one/model.

  This is one of our top brands.

  It’s our best selling refrigerator.
This one is the best in its class.
 
  We’re really pleased with its performance.
  It’s an excellent computer.
I highly recommend this one.
 
  This model comes with several features.
  This particular one has two components.

Information about Price

What are you asking for this?

What does this sell for?

How much is it?

How much does it run?

  This (one) sells for $5900.

  This one goes for $2900.
  This one is priced at $9695.

Closing a Conversation
Pre-closing

It’s been nice talking to you.

It’s been great talking with you.

I really enjoyed meeting you.

It was nice meeting you, Mr. Brown.

I’m sorry, but I have to go now.

I’m afraid I have to leave now.

Thanks for the information/ the tour/ your time.

Thanks for taking the time to talk with us.

Follow up

I’ll give you a call.

I’ll send you an e-mail.
I’ll put a packet in the mail for you.

We’ll send out that information right away.

I’ll have my secretary schedule an appointment.

Could you send me a brochure/some more information?

Could I contact you by e-mail/at your office?

How do I get in touch with you?

How can I reach/contact you?

Closing

I look forward to seeing you again.

We’ll see you on Friday.
See you next week.

Let me give you my business card.

Here’s my e-mail/office number.

Let’s keep in touch by e-mail.

We’ll be in touch.

Call me if you have any questions.

E-mail me.

It's Nice to Meet You.

   
KEY VOCABULARY
    
Nouns Adjectives
The alphabet Possessives
See Exercise 4 on page 3. my
your
Numbers (1–10) his
See Exercise 10 on page 6. her

Titles Other
Miss favorite
Mr. first
Mrs. last
Ms. popular

Parts of the day Verbs

morning am ('m)
afternoon are ('re)
evening is ('s)
night
  Adverbs
Other Responses
book no
(English/math) class yes
classmate
country Other
female again
male (over) there
(first/last) name too
(tele)phone number
teacher Preposition
in (my class)
Pronouns
Subject pronouns Conjunction
I and
you
he Interjection
she oh
it
    
EXPRESSIONS

Saying hello

Good morning/afternoon/evening.
Hello./Hi.
How are you?
    (I'm) great. Thank you./Thanks.
          (just) fine.
          not bad.
          OK.

Saying good-bye

Good-bye./Bye./Bye-bye.
Good night.
See you later/tomorrow.
Have a good evening/a nice day.
    Thanks./You, too.

Introducing yourself

Hi. My name is . . . 

    I'm . . . .
It's nice to meet you, . . . .
    Nice to meet you, too.

Exchanging personal information

What's your name?

    I'm . . . ./My name is . . . .
What's your phone number?
    It's . . . .

Checking and confirming information

What's your last name again?

    It's . . . .
How do you spell . . . ?
Is that . . . ?
    Yes, that's right./No, it's . . . .
Are you . . . ?
    No, I'm not./Yes, I am.

Introducing someone

. . . , this is . . . .

    Hi, . . . . It's nice to meet you.

Apologizing
I'm sorry.

Getting someone's attention

Excuse me.

Giving an opinion

I think . . . .

Conversation Practice

1. Prepare to close a conversation; then "say good-bye."

Example,

Well, it's been nice talking to you.

Nice talking to you too.
(I'll) see you later.
Bye.

2. How would you close a conversation in the following situations?

a. You're in a hurry to leave. What do you say?
b. You really don't want to leave, but you can see the other person needs to go.
c. You just met someone at a party, but you have to leave the party early.
d. You are "seeing someone off" at the airport/train station.

Customer Survey (Restaurant)

What types of food do you like to eat?
What types of food do you not like to eat?
How often do you go out for a meal?
On what days of the week do you usually eat out?
Which meal(s) (breakfast, lunch, dinner) do you eat outside of your home?
How much do you spend on a typical meal?
Do you go out alone, as a couple, or in groups?
What are your main criteria in choosing a restaurant?
What are your main reasons for not going out to eat?
What is your primary means of transportation?
What area of the city do you live in?

Demographics
Age                  0-12     13-18      19-25      26-40      41-60      61 and over
Gender             Male      Female
Income
Other

Discussing Agenda Items

Let’s start with . . .
Let’s start by . . .
The first item on the agenda is . . .
We need to discuss . . .
Let’s look at item number one.
Let’s move on to number two.
The next item on the agenda is . . .
What’s next on the agenda?
Does anyone have any comments?
Any comments?
Are there any comments on that?
What do you think?
Good idea.
Good point.
Does everyone agree on that?

Opening a discussion

To begin with,

We need to discuss . . .

determine
find out

Let’s start by (V ing)

We’ll start by (V ing)

The problem here is . . .

issue
question

The important thing (here) is . . .

The main thing we need to discuss is . . .
Let’s look at . . .
It looks like . . .
It appears that . . .

Asking for input

What do you think?

How about you?
How do you feel about that?
Any ideas on that?

Responding

(That sounds like a) good idea.

Sounds good.
The problem with that is . . .
That raises the issue of . . .

brings up

Making Appointments
I’d like to make an appointment with Dr. Bill.
I’d like to schedule a meeting with Ms. Terry.
Could I schedule a time to meet with Mr. East?

  What time is best for you?

  When would be a good time for you?
  Would 9:00 on Thursday be okay?
  He’ll be in on Tuesday.
  His schedule is open all day Monday.
  She’s free any day but Wednesday.
  Dr. Itup will be away until Friday.

Will Mr. Rodgers be in tomorrow?

Is he available next Wednesday?
Does he have any openings on Tuesday?
Does she have any time on Thursday?

  Sorry, her calendar is full on Monday.

  She will be out on Wednesday.
He doesn’t have time on Tuesday.
 
  How about Friday at 4:00?
Thursday at 10:00 will be fine.
Friday at 11:00 sounds good.
Okay. Tuesday morning at 9.
Monday at 8:00 is not good for me.
Wednesday is not possible.

Meetings and Discussions

Getting started

Let’s get started.

We need to discuss . . .
We need to talk about . . .

Talking about discussion items

The first thing we need to discuss is . . .

The first item on the agenda is . . .
The first thing on the list is . . .
First, we need to talk about . . .

Presenting Options

We have several alternatives:

We have two options:
We could either . . . or . . .

Moving on

Let’s move on to Item 2.

Let’s move on to the next topic.
We need to move on.
The next item (of business) is . . .
We need to go on to the next item.
Shall/Should we move on?

Stalling the Discussion

Before we move on, I think we should . . .

Wait a minute. We haven’t discussed . . .
Don’t you think we need to . . .
Not so fast. We haven’t (yet) . . .

Asking for Clarification

What to you mean by . . . .
I don’t quite follow you.
I didn’t get what you meant by . . .
Could you clarify that?
Could you elaborate on that?

Making a Suggestion/Proposal

I think we should . . .
Maybe we should . . .
I suggest . . .
Why don’t we . . .
How about . . .
We could . . .

Giving Feedback

(I think) that’s a good idea.

You have a good point.
Good idea/point.
I agree.

I disagree. I think . . .
Sorry. I don’t agree with you.
You have a good point, but . . .
That’s not such a good idea.
I don’t think that’s a good idea.

Asking for Opinions

What do you think, George?

What’s your opinion on that, Martha?
Any thoughts on that?
Any ideas?

Checking for Consensus

Do we all agree (on that)?

Does everyone agree?

Summarizing

In summary,
The conclusion is . . .
So, we’ve decided to . . .
We’re going to . . . (then)
Closing the meeting

That’s all for today.

That’s it then. (informal)
The meeting is adjourned. (very formal)

Business Letters (Samples)

**** Sample Letter – Modified Block Style ****

Trent Chang
56 Somerset Lane
Kai Tak, Kowloon
Hong Kong
 
April 21, 2001

Marketing Director
Dymon Publications
2201 South Maple Street
Salt Lake City, UT 84797
U.S.A.

Dear Sir/Madam,

I would like to order ten (10) copies of the book, Touchy Situations: A
Conversation Text for ESL Students. I recently came across this book at a
local teachers’ conference and was very impressed by its format and contents.
Could you please send the books by express mail? I need them for class next
Monday. Also, would you mind sending your latest catalog or brochure?

Thank you for your prompt attention. I look forward to hearing from you
soon.

Best regards,

Trent Chang

___________________________________________________________

**** Sample Letter – Block Style ****

Dymon Publications
2201 South Maple Street
Salt Lake City, UT 84797
U.S.A.

April 21, 2001

Trent Chang
56 Somerset Lane
Kai Tak, Kowloon
Hong Kong

Dear Mr. Chang,

Thank you for your order of Touchy Situations: A Conversation Text for ESL
Students. I sent the books by RedFex on April 20. They should be arriving
within a few days if they are not there already. Please let me know if there are
any problems with the shipment.

As requested, I am enclosing a brochure, which provides information about

our other products. You may also check out our web site at
http://www.dymonbooks.com.

If you have further questions, please don’t hesitate to contact me.

Sincerely,

Alan Gordon
Dymon Publications

Enc: brochure

Common Phrases for Business Letters

Request for information

I am writing to inquire about . . .

I am writing in reference to . . .

I read/heard . . . and would like to know . . .

Could you please send me . . .
           at the address below/above

Thank you for your assistance.

I look forward to hearing from you.

Response to request

Thank you for your interest/inquiry

Enclosed is the information you requested.

You can learn more about this at . . .

If you have further questions,

If you require assistance, please contact:

If I can be of more help, please feel free to contact me at . . .

Sample Sentences: Requests

Could you please send me your most recent brochure?

Could you fax me the results of the market survey?

I would like to order ten copies of the book, Touchy Situations.

I would be very grateful if you could send me this information.

Please return the enclosed envelope with your payment.

Sample Sentences: Goodwill

Thank you for your hospitality.

I enjoyed having lunch with you last week while I was in New York.

Congratulations on your promotion to General Manager.

I want(ed) to congratulate you on your new position.

I was happy to hear that contract negotiations went well.

Sample Sentences: Introduction of Product/Service.

I am writing to tell you about . . .

(Our new product) is coming out next month.
This product/service is designed to (help you) . . .

Sample Sentences: Reference

I am writing in regard to . . .
I am writing in reference to . . .

Please refer to the enclosed invoice/brochure.

I hope you have had a chance to look over the materials we sent.

Sample Sentences: Confirmation

I am writing to confirm . . .
I would like to confirm what we discussed last Friday.
I would just like to confirm the main points we discussed . . .

Sample Sentences: Notification

I am writing to let you know that . . .

Please be aware/informed that . . .
I would like to inform you of a recent policy change. I am happy to inform
you that . . .
           Your request for funding has been approved.

Sample Sentences: Offering Assistance

We would be happy to . . .
If we can be of assistance, please don’t hesitate to ask.

Sample Sentences: Collection

According to our records . . .

Our records show that . . .
Your monthly installment is past due.
Please send payment as soon as possible.

Helpful Hints for Business Letters

Before writing a business letter, consider the following:

 Objective(s)
o Why am I writing this letter?
What do I hope to accomplish?
What action do I want from my reader?

Your Audience
 o Who will read this letter?
How can I appeal to the reader’s interest?
What attitude might the reader have toward this information?
Will the reader consider this good news or bad news?

Organization

o What information should be included first/last?

What details does the reader need to know?
Does my conclusion motivate the reader to do something?
Do I end the letter in a positive and polite manner?

Professionalism

o Do I use a professional business letter format?

Do my language and style show a positive attitude toward the reader/the
company/the product/the information.
Will my reader be offended by anything in the letter?

Proofreading

o Are there any spelling errors, typos, etc.?

Is the format of the letter appropriate?
Have I signed my name?

Sample Topics for Business Letters

1. You are a sales representative for your company. Write a letter to Mike Mason of ABC
Enterprises, introducing one of your new products or services. Be sure to give important
details about your product/service.
2. You are a student researching a company for your business class presentation. Write to
Margaret Sims, the public relations director, of the corporation you are researching, and
ask for information about her company.
3. Invite Margaret Sims, public relations director of the company you are researching, to be
a guest speaker during your presentation next week. (Introduce yourself as a student
interested in the company.)
4. Write a letter to Margaret Sims confirming details of her speech next week. Make sure to
include time, place and topic. Offer to help in any way you can.
5. You are Margaret Sims. Answer either Letter 2 or Letter 3 (above.) You may choose to
accept or reject the writer’s request.
 6. Roger Owens, President of XYZ Corporation, will be visiting your city next week. Write
a letter inviting him and his wife to dinner on Thursday night. (Be sure to specify the time
and place of the dinner.)
7. You are Roger Owens. Respond to the Letter 6 (above) accepting or declining the
invitation.

Cover Letters
Who Needs a Cover Letter?
Everyone who sends out a resume does! Even if the cover letter never "came up" in conversation
or wasn't mentioned in an advertisement, it's expected that you will write one.

It is regarded as a sign of laziness (sorry about that) to send out a cover letter that is not tailored
to the specific company. In the days before word processors, you could maybe get away with it.
Not anymore. (Electra must be emphatic: Not anymore).

Yes, it adds to the wear and tear of looking for a job! But the good news is: the cover letter gives
you another chance to emphasize what you have to contribute to the company or organization.
Don't give the person screening the resumes a second to entertain the thought: "But how can
this person help?" Your cover letter will answer that question in your own words. Your resume
will also answer that question but in a somewhat more rigid format.

What makes a Good Cover Letter?

1. No spelling or typing errors. Not even one.
2. Address it to the person who can hire you. Resumes sent to the personnel department
have a tougher time of it. If you can find out (through networking and researching)
exactly who is making the hiring decision, address the letter to that person. Be sure the
name is spelled correctly and the title is correct. A touch of formality is good too: address
the person as "Mr.," "Ms.," "Mrs.," "Miss," "Dr.," or "Professor." (Yes, life is
complicated.)
3. Write it in your own words so that it sounds like you--not like something out of a book.
(Electra gets in trouble with libraries when she says things like this.) Employers are
looking for knowledge, enthusiasm, focus.
4. Being "natural" makes many people nervous. And then even more nervous because
they are trying to avoid spelling errors and grammatical mistakes. If you need a little help
with grammar (do they still teach grammar?)--check out the classic work on simple
writing, Strunk & White's Elements of Style, published in 1918 and now online.
 5. Show that you know something about the company and the industry. This is where
your research comes in. Don't go overboard--just make it clear that you didn't pick this
company out of the phone book. You know who they are, what they do and you have
chosen them!
6. Use terms and phrases that are meaningful to the employer. (This is where your
industry research and networking come in.) If you are applying for an advertised position,
use the requirements in the ad and put them in BOLD type. For example: the ad says--

"2 years' experience processing magnetic media (cartridge, tape, disc);

interface with benefit plan design, contracts and claims; and business
background with strong analytical & technical skills--dBase, Excel, R&R, SQL."

Make sure your cover letter contains each of these requirements and shows how you measure up.

Cover Letter Template

Your name
Mailing address
City, state, and zip
Telephone number(s)
Email address

Today’s date

Your addressee’s name

Professional title
Organization name
Mailing address
City, state and zip

Dear Mr. (or Ms.) last name,

Start your letter with a grabber—a statement that establishes a connection with your reader, a
probing question, or a quotable quote. Briefly say what job you are applying for.

The mid-section of your letter should be one or two short paragraphs that make relevant points
about your qualifications. You should not summarize your resume! You may incorporate a
column or bullet point format here.

Your last paragraph should initiate action by explaining what you will do next (e.g., call the
employer) or instigate the reader to contact you to set up an interview. Close by saying “thank
you.”

Sincerely yours,
Your handwritten signature

Your name (typed)

Enclosure: resume

Writer’s Checklist
For Business Letters

1. Receiver (Who are you writing this to?)

 Someone you know (friend, colleague, business partner, group, company)

Some one you don’t know (To whom it may concern, Dear Sir/Madam)

How do you expect the receiver to respond?

2. Sender (Who are you?)

 What is your relationship to the reader/receiver(s)?

What role are you assuming in the letter?

o (friend, colleague, etc.)

3. Context (What background information does the reader need?)

 Bring the reader up to date first.

Establish a connection

o As requested . . .
It was nice meeting you in Toronto last week . . .
I read your article in Vague Magazine . .

Supporting details

Time frame (sequence of events)

4. Message (What do you want the reader to know or do?)

 What do you hope to accomplish with the letter (inform, persuade, initiate action)
 o I am writing to inquire about . . .
Could you please send me . . .

Polite requests

o Please . . .
Would you mind . . .
Could you please . . .
Would you be so kind as to . . .

5. Medium (What is the appropriate format?)

 Fax, e-mail, formal business letter, memo, informal note

6. Tone (What tone do you wish to convey?)

 informative
polite
business-like
friendly
humble
assertive
urgent
irate

7. Other recipients (Are there others who need to be informed of this communication?)

 cc: courtesy copy

Nervous Mannerisms
What do you do when you are nervous?

Everyone has different reactions to nervousness. By being aware of your

particular nervous mannerism, you can work to overcome them.

Here are some common mannerisms exhibited when giving a speech.

Do you do any of them?

Bite your fingernails Say “uh”…”uhm”

 Tap your feet Tap on the table/podium

Wave your hands/arms Repeat yourself

Play with your hair Breathe heavily

Move around a lot Sweat

Speak too fast Giggle

Speak too slowly Pause inappropriately

Become stiff Clam up/Become speechless

Shake/Shudder Shift your eyes

Play with objects in pockets, etc. Move your head around

Make strange facial expressions Gesture inappropriately



Presentation Tips

Know Yourself Present Yourself

 Strengths  Dress

Weaknesses Posture

Talents Voice

Feelings Gestures

Opinions Body Language

Nervousness Confidence

Motivation Enthusiasm

Know Your Audience

Present to Your Audience
 Demographics
 Positive
Purpose
 Polite
Interests
Interesting
Commonality
Informative
Individuality
Thought-provoking
Know Your Stuff
Present Your Material
 Knowledge of Subject
 Organization
Research
Clarity
Personal Experience
Visuals
Preparation
Language
Rehearsal
Volume

Preparing your oral presentation

First of all, think.......

 Think about what you want to achieve:

do you want to inform your audience, inspire them to think about your topic, or convince
them of a particular point of view?
 Think about your audience:
what background knowledge do they have about your topic? Do they have any particular
interests? How are you going to involve them in your presentation?

Then........

 Brainstorm your topic and write a rough outline.

 Research your topic. Don’t get carried away—remember you have a limited time for your
presentation.
 Organise your material and write a draft—think about the length of time you have to talk.
 Summarise your draft into points to write on overheads and/or cards.
 Plan and prepare your visual aids.
 Rehearse your presentation and get its length right. Ask a friend to listen and time you.
Organising the content
Introduction (may be written last)

 Capture your listeners’ attention: Begin with a question, a funny story, a startling
comment, or anything that will make them think.
 State your purpose; for example:
‘I’m going to talk about...’
‘This morning I want to explain…’
 Present an outline of your talk; for example:
‘I will concentrate on the following points: First of all…Then…
This will lead to… And finally…’

The Body

 Present your main points one by one in logical order.

 Pause at the end of each point (give people time to take notes, or time to think about what
you are saying).
 Make it absolutely clear when you move to another point. For example:
‘The next point is that ...’
‘OK, now I am going to talk about ...’
‘Right. Now I'd like to explain ... ’
‘Of course, we must not forget that ...’
‘However, it's important to realise that...’
 Use clear examples to illustrate your points.

The Conclusion

 It is very important to leave your audience with a clear summary of everything you have
covered.
 It is also important not to let the talk just fizzle out. Make it obvious that you have
reached the end of the presentation.
 Summarise the main points again, using phrases like:
‘To sum up...’
‘So, in conclusion...’
‘OK, to recap the main points…’
 Restate the purpose of your talk, and say that you have achieved your aim:
‘I think you can now see that...’
‘My intention was ..., and it should now be clear that ...’
 Thank the audience, and invite questions:
‘Thank you. Are there any questions?’
Delivering your presentation
Talk to your audience, don't read to them!

A presentation is not the same as an essay.

If you read out your presentation as if it were an essay, your audience will probably understand
very little and will lose concentration quickly.

So use notes, cue cards or overheads as prompts, and speak to the audience. Include everyone by
looking at them and maintaining eye-contact (but don't stare or glare at people).

Watch your language!

 Keep it simple. The aim is to communicate, not to show off your vocabulary.
 Emphasise the key points—and make sure people realise which are the key points.
Repeat them using different phrasing.
 Check the pronunciation of difficult, unusual, or foreign words beforehand.

Use your voice to communicate clearly

 Speak loudly enough for everyone in the room to hear you.

This may feel uncomfortably loud at first, but if people can't hear you, they won't listen.
 Speak slowly and clearly.
Don’t rush! Speaking fast doesn’t make you seem smarter, it will only make it harder for
other people to understand you.
 Key words are important. Speak them out slowly and loudly.
 Vary your voice quality. If you always use the same volume and pitch (for example, all
loud, or all soft, or in a monotone) your audience will switch off.
 When you begin a new point, use a higher pitch and volume.
 Slow down for key points.
 Use pauses—don't be afraid of short periods of silence. (They give you a chance to gather
your thoughts, and your audience a chance to think.)

Use your body to communicate, too!

 Stand straight and comfortably. Do not slouch or shuffle about.

 Hold your head up. Look around and make eye-contact with people in the audience. Do
not just address the lecturer! Do not stare at a point on the carpet or the wall. If you don't
include the audience, they won't listen to you.
  When you are talking to your friends, you naturally use your hands, your facial
expression, and your body to add to your communication. Do it in your presentation as
well. It will make things far more interesting for the audience.
 Don't turn your back on the audience!

Interact with the audience

 Be aware of how your audience is reacting.

Are they interested or bored? If they look confused, ask them why.
Stop if necessary and explain a point again.
 Check if the audience is still with you.
‘Does that make sense?’
‘Is that clear?’
 Be open to questions.
If someone raises a hand, or asks a question in the middle of your talk, answer it. If you
can't answer it, turn the question back out to the audience and let someone else answer it!
Questions are good. They show that the audience is listening with interest. They should
not be regarded as an attack on you, but as a collaborative search for deeper
understanding.
 Be ready to get the discussion going after your presentation. Just in case nobody has
anything to say, have some provocative questions or points for discussion ready to ask
the group.

Using visual aids

It is very helpful to use visual aids in your presentation, as it helps people to understand. People
learn visually as well as orally. Particularly if your accent is different from your audience's
accent, it can be very helpful to let them see your keywords.

Overheads

Overheads are the easiest and most reliable form of visual aids. You can use them as a prompt
for your talk, so that you may not need cards. [But don't read word-for-word from your
overheads!]

Be careful to:

 Use bold typeface, and a minimum of size 16 font [Check that your overheads are
readable by placing them beside you on the floor and looking down at them. Can you
read them?]
 Use no more than seven or eight main points on an overhead [Overheads that have too
many words on them are no use at all]
 Give your audience time to take notes from your overhead
  Make sure your audience can see the overhead screen [Where are you standing? Is it
directly in front of the screen?]
 Using colour, pictures and graphs can make your overheads more interesting [But don't
overcrowd your overheads with too much detail]

PowerPoint

 You can use PowerPoint software to produce very professional overheads, or to make a
computer-based presentation.
 Remember that PowerPoint may look great, but if the technology goes wrong you may be
very embarrassed. It's a good idea to print out a handout, or have some overheads as a
backup just in case.
 Sometimes students are tempted to spend more time on producing PowerPoint graphics
than on the actual talk. Remember—if your talk is poor, no amount of fancy graphics will
save it!

Handouts

Handouts are a great idea. Think about whether you want to distribute them before or after your
presentation. It is a good idea to include your references on a handout, so that people can follow
up on them later. You could also include some follow-up questions for discussion.

Using the whiteboard (or blackboard)

If possible, put your information on the whiteboard/blackboard before the talk begins, otherwise
you will have to turn your back on the audience and break your eye contact with them, which is
never a good idea. Writing on a board is also time-consuming. Use alternative visual aids
wherever possible.

If you really must use a whiteboard, come prepared with the right pens (use pens clearly marked
'Whiteboard Marker'— don't use anything else) and write in large neat writing, so that people can
read it.

Checking out the facilities

Whenever possible, check the facilities of the room where you are going to deliver your talk.
Does the overhead processor work? How does it turn on and off? Where is the plug for the
computer? Is there a whiteboard, or is it a blackboard? If a blackboard, is chalk provided? 

Dealing with nervousness

The first few times you make a presentation, you will be nervous. That's quite a good thing—a
bit of adrenalin often helps you to perform well.
However, to make sure that your nervousness does not become a problem, here are some things
to consider:

 Smile! Your audience will react warmly to you if you smile and at least look relaxed.
 Treat your audience like friends.
 Confess that you are nervous! Your audience will be very sympathetic—they know how
you are feeling.
 Breathe deeply. It will calm you down and help to control the slight shaking that you
might get in your hands and your voice.
 Be organised. If you are well organised, your task will be easier. If your overheads are
out of order, or your notes are disorganised, you may get flustered.
 Slow down! When people are nervous, they tend to get confused easily. So your mind
may start to race, and you may feel panicky. Make use of pauses: force yourself to stop at
the end of a sentence, take a breath, and think before you continue.
 Remember: The way you perform is the way your audience will feel. Giving an oral
presentation is a performance—you have to be like an actor. If you act the part of
someone enjoying themselves and feeling confident, you will not only communicate
these positive feelings to the audience, you will feel much better, too.
 Accomplished public speakers feel nervous before and even during a talk. The skill
comes in not communicating your nervousness, and in not letting it take over from the
presentation. Over time, you will feel less nervous, and well able to control your
nervousness.

Signposting
Beginning a presentation

It is common to greet the audience and introduce yourself when giving presentations:

Good morning,/afternoon/evening
I’m _________, the new Finance Manager.
My name is ________ and I represent _______
Let me take a minute to introduce myself.
Let me start by telling you a little about our company.
I’ve already met some of you, but for those I haven’t , I’m ______

Introducing the topic

I’m here to talk about . . .
Today, I’d like to say a few words about . . .
I’m going to give you an overview of . . .
The main reason I’m here today is . . .
The focus of my remarks is . . .
I’d like to introduce . . .

Time consciousness

Thank you for your time

Thank you for taking the time to be here
I will probably take about . . . minutes
This should last only a few minutes
I hope to be finished by . . .

Showing organization

I’ve divided my topic into three sections/parts. They are This presentation can be divided into the
following subtopics:

First, First of all The first point is . . .

Second Secondly The next point is . . .
Third Thirdly Next, we come to . . .
Finally Last The final point is . . .

Sequencing

Let’s move on to . . .
Let’s move on to . . .
That brings us to . . .

Giving Reasons

This is why . . .
The main reason is . . .
Therefore,
So,

Generalizing

Generally,
Usually,
As a rule,
Most of the time,
In most cases,
Highlighting

Actually,
In fact,
As a matter of fact,
In particular
Particularly
Especially

Giving Examples

For example,
For instance,
Such as

Summarizing

To sum up
To summarize
In brief

Concluding

To conclude,
In conclusion,

Follow-up

Are/Were there any questions?

We have just a few minutes for questions

Simple Presentations
Introduction

(Good morning, afternoon, evening)

I’m happy to be here.
I’m glad to have this opportunity to . . .
Today, I’d like to talk (to you) about . . .
My topic today is . . .
The focus of my remarks is . . .
I’d like to share some thoughts on (topic)

Main points
Let me start by . . .
First, let me tell you about . . .
I’ve divided my topic into (three) parts: (They are . . .)

Giving examples

For example,
For instance,
Let me illustrate,
To illustrate,

Conclusion

In conclusion,
To conclude,
To summarize,
To sum up,

Speech Preparation

Choose Topic

Gather Information

Research

Select

Organize

Write

Practice

Revise

Rehearse

Present

The Language of Charts and Graphs

Types of Charts

Pie chart
Bar chart/graph
Line graph

Describing Movement

Increase Go up Rise Improve(ment)

Decrease Go down Fall Declined
Recover Jump Surge Reach (a point)
Recovery Slump Plummet Approach

Types of Movement

Slight Gradual Sharp Dramatic Major

Slightly Gradually Sharply Dramatically Minor

Movement over Time

There was a gradual decline in sales. (noun usage)

Sales declined gradually (verb usage)

Enrollment increased by 4% in 1997.

There was a 4% increase in enrollment in 1997.

Immigration rose to 800,000 in 1999. (to a point/number)

Immigration rose by 20,000 in 1999. (by increment)

There was a 20% rise in immigration. (percentage)

Taxes remained the same from 2000 to 2001.

Taxes continued at 15% for two years.

Static (non-movement) Description

Sales stood at $1,400,000 in 2000.

Profits were $27,000 in 1999.
There was a loss of $21,000 in 2005.

Thinking Positively about Presentations

Thinking Positively about Presentations
People often become nervous or fearful when giving presentations. Here are
some phrases you can keep in mind when preparing for and giving a
presentation.

About Yourself


(Smile)
I’m happy to be here.
(Turn nervousness into
I’m glad to have this opportunity.
enthusiasm.)
 I (really) want to tell you about this.
I have something interesting to tell you.

About Your Audience

This is something I think you should know . . .

This is important (to you) because . . .
You will be interested to know that . . .
You will benefit by knowing this . . .

About Your Subject/Material

 The information is as follows:

o A.
B.
C.

First, I will tell you about . . .

These are the main points/supporting ideas . . .
The best way to understand this information is . . .
Look at this. It will help you understand my topic . . .
This shows (you) . . .

Function and Structure List

Starting and controlling meetings
a. Starting a meeting.
Well, ladies and gentlemen, I think we should begin.
I think we should get down to business.
Shall we start?
b. Stating objectives.
The purpose of this meeting is, first, to ... and secondly to... .
The main objective of our meeting is ...

c. Keeping the meeting moving.

Would you like to start ...?
Shall we continue?

Presenting and supporting opinions.

a. Asking for opinions.
What are your views on ... ?
What do you think about ... ?

b. Giving opinions.
(Strong) I feel quite sure that ...
(Neutral) As I see it .../I believe that ...
(Tentative) It seems to me that ..

c. Agreeing.
(Strong) Yes, definitely. I quite agree.
(Neutral) I think you're right. / That's true.

d. Disagreeing.
(Strong) That's out of the question.
(Neutral) I don't agree.

Balancing points of view.

I accept what you say but ....
The project may be profitable but on the other hand it may be bad for our image.
What is more ...
And another thing ...
If we .... it will/may create/cause ....

Making suggestions
a. Requesting suggestions.
I'd like to hear some of your suggestions.
What would you suggest?
I suggest we ... . What do you think?

b. Making suggestions and recommendations.

(Strong) We must ....
 (Neutral) I think we should ...
(Tentative) It might be a good idea to ...

Presenting alternatives.
One possibility is to ...
Either we ... or ....
As I see it ...
If we ... then .... can ...
The advantage of ... is that ...., whereas ..... .

Accepting and rejecting proposals.

a. Accepting.
I'm in favour of that.
I have absolutely no objections.

b. Rejecting.
I'm sorry but I really don't think that is a good idea.
I'm sorry but I'm not very happy about that.
That's very interesting but ...

Building up arguments.
I'm afraid that is not possible. First ... . Secondly ... .
If we put off this decision any longer it will mean further delays. As a result ...

Summarizing and concluding the meeting

To return to the main point ...
So, we've talked about .... . Can we now reach a decision?
If everyone is in favour, I would like to recommend ...
If nobody has anything else to add, I think we can stop here. Thank you very much.

Business problems

Activity type Small group card game

Number of
Minimum of 3.
students
Functions: Asking and offering advice, asking for and offering suggestions.
Lexical area Vocabulary describing business problems.
Grammar: Modals (should, would, could, ought to), wh-questions
 conditionals, present simple, present perfect, present continuous
Tips: advising others to do something
Target I think that you should...
phrases: If I were you, I would...
If you ...-ed, you'd be able to...
You could try...-ing...to....
Why don't you....?
Why not...?
Have you thought of...?
What should I do?
You could...
You should...
You ought to...
I would...
You'd better...
You can always...
I suggest you...
One way would be to...
Perhaps you could...
How about...?
What about...?
Try...
Essential fixed price, have a tradition of..., ...-ing all the time, going fishing and hiking
vocabulary: together, this sort of thing is..., important for..., cultivating team spirit, solidarity,
the tire blew out, freeway, tow truck, it was pretty expensive, To make things
worse..., refused to..., reimburse me for costs, expense report, cost cutting, binge,
heading out of..., I realize..., I must have..., look rather well-to-do, They'll expect
me to..., foot the bill, financial situation, can't afford..., designate, cutting
paychecks, feeling a little guilty about..., stuck with..., working under pressure,
tommorrow, something I have a hard time dealing with..., corporate headquarters,
handouts, jammed, out of order, I'm starting to..., panic, take a deep breath, calm,
controlled, rational, providing an opportunity for..., get to know one another
better, client sites, take for granted, spread out over..., scale them back, eliminate
them entirely, a janitorial supply firm, to supply them with..., mops, having
financial problems, behind on their payments, I'll be out...., swap, going alright,
give....to cover...., It seems hopeless, independent, travel agent, clientele, decent
income, based on..., commissions, cut in half, you'd be reduced to..., a mere
clerical role, a career change, power tools, co-worker, pilfering, proof, put an end
to, give him a warning, fire him, steady, market for..., luxury, perfumed, e-
commerce, know firsthand of..., success stories, high-priced, computer
consultants, try it out, absorb the losses, establish market share, when the
economy turns around, be in a good position to..., cover my costs, pesticide,
banned, the locals, take no precautions when using it, stillbirths, Frankly, I think...,
scientifically proven, Someone approached me a year ago..., convinced me that...
low overhead, discounts, warranty, franchises, in good financial shape, effective.
Game idea

The idea behind the game is for students to get together in small groups and take turns describing
everyday business problems and offering solutions for these problems. For each problem
presented the student who presents the best solution gets awarded the card. The student with the
most number of cards at the end of the game wins.

Playing the game

Divide the class into groups of 3 or 4 and supply each group with a set of cards placed face down
in the middle of the group. Going around in a circle each student should select a card from the
top of the pile, read the problem, place the card down, and describe the problem to the rest of the
group. The rest of the students take turns offering advice and making suggestions. The person
who reads the card awards the card to the person who gives the best advice. The student who
collects the most cards wins the game.

Game Components

 Cards

I'm newly married and I'm finding it

I have some people from another country
difficult to go out drinking like I used to
coming into my shop all the time and trying
with my colleagues. We also have a
to bargain down the price on the things I
tradition of going fishing and hiking
sell there. When I tell that everything in the
together. This sort of thing is important for
store is fixed price they don't believe me
cultivating a team spirit and solidarity. It's
and keep on bargaining with me. What can
even more important now that I'm assistant
I do?
manager in my department. What can I do?

I rented a car while I was on a business trip.

I thought I'd save some money by renting
from a cheaper company, but the tire blew
out while I was driving on the freeway. The
tow truck, the new tire, and labor, all added
up, was pretty expensive ($350). To make
things worse, when I brought the car back,
the rental company refused to reimburse me
for any of the costs. It's also not likely that
my boss will let me add it my expense
report since my company has been on a cost
cutting binge recently.
I've just arrived at the airport for a business
trip to Australia and I've discovered that I
left a diskette with some spreadsheets that I
need at home, but I don't know where it is or
what color the diskette is. How am I going
to get it for my meeting the day after
tommorrow? How am I going to describe it
to my wife so she can find it?

I'm on the airport bus heading out of I want to go out and have a beer after class
 with all the other students in my English
class, but I'm much older then they are. I'm
downtown Tokyo when I realize I don't
wearing a suit and must look rather well-to-
have my airplane ticket. I must have left it
do. They'll expect me to foot the bill and
in my room. I don't have the phone number
given the financial situation at home these
for the hotel, but I do remember the name.
days, I really can't afford to do that right
What should I do?
now. Is there anyway I can avoid being the
person designated to pay the whole bill.

My wife is sick and the day after

I have five minutes before I have to give a
tommorrow we'll be cutting the first checks
presentation to an important member of
on the new payroll system I've been
upper management from corporate
installing. It's 6:00pm, everyone has gone
headquarters, when the handouts for the
home, and I'm feeling really sleepy. I'm
presentation get jammed in the copy
also feeling a little guilty about my wife
machine and they start coming out of the
stuck with all the kids back at home. If I
machine all out of order. I'm starting to
work late tonight, I'll be tired tommorrow.
panic, should I turn off the machine, forget
If I go home early tonight, I'll be working
about the handout, or take a deep breath and
under tremendous pressure tommorrow,
try to solve the problem in a calm,
something I have a hard time dealing with.
controlled, rational manner? Help me!
What should I do?

You started a small computer consulting

company three years ago and when the
company was still small with most of its
business on the west coast of the United
States, you used to have company meetings
two times a year where everyone would get
together. Sure you discussed some
business, but the most valuable part of the
meetings was providing an opportunity for
everyone to get to know one another better.
All the consultants work at client sites, so
without this opportunity to meet they would
probably never have met each other.
Anyway, the problem is that everyone takes
these meetings for granted and they've
become more expensive since the firm's
business is spread out over the whole
United States now and you have to fly
everyone in for the meeting. Should I scale
these meetings back or eliminate them
entirely?
I'm an English teacher in Seoul, Korea and
while I was back in the United States, I
made some arrangements with a janitorial
supply firm to supply them with mops
manufactured in Korea. I think they're
having financial problems, because they're
two months behind on their payments. I
don't know what to do. If I send them
another month's supply of mops and they
don't pay I'll be out $8,000. They say next
month everything will be fine, but I really
doubt that their problems will go away.
What should I do?

I was going to be working in New York for You're an independent travel agent who has
a week and another member of my firm her own clientele of business travellers that
from New York was going to be working
for a week in Atlanta where I live, so we
decided to swap apartments and cars for a
week to save on expenses. Everything was
going alright until I arrived back to Atlanta
after the week in New York. I got a call on
my cellular phone. It was a friend of the co-
worker in New York calling to tell me that
she had got in a traffic accident over the
weekend. A college student rear-ended her.
They hadn't filled out an accident report
with the police because the college student
didn't have insurance. The college student
had promised to give us $500 to cover the
cost of repairs. She suggested to go talk to
him. It seems hopeless, what should I do?
You've been having power tools disappear
regularly from one part of your factory. Just
last week someone came to you wanting to
report that they had caught their co-worker
pilfering. This is the only proof that you
have, but you want to put an end to this
problem immediately. Should you give the
employee a warning or fire him
immediately. How should you reward the
person who reported the theft?
My small import-export company just
began to import and market American
cosmetics in Thailand when the currency
collapsed. It's already declined 40% and it
doesn't look like it's going to stop anytime
soon. Should I absorb the losses, hoping to
establish market share so that when the
economy turns around I'll be in a good
position to make a profit? If I sell my
product at the current exchange rate and
increase the price by 10%, I'll just cover my
costs. Should I take a risk?
I run a golf retail outlet selling golf clubs at
heavily discounted prices. Someone
approached me a year ago and convinced
provide you with a fairly decent income
based on commissions. But last month the
airline industry cut commissions in half and
you've seen your income cut in half, but
your costs remain the same. Your friend has
offered you a job in their new, successful
internet travel agency. They'd take all your
clients, and from what you can gather you'd
be reduced to a mere clerical role. Perhaps
it's time for a career change?
You have a nice steady market for the
luxury perfumed soap products that your
factory produces, but friends keep telling
you that there's a great opportunity to
expand your business through e-commerce.
The problem is that you really don't know
firsthand of any success stories and the
friends who are telling you this are all high-
priced computer consultants. Should you try
it out? Should you hire your friends?
My company produces a pesticide that they
continue to sell to third world countries
even though the use of the chemical has
been banned in my country for five years
now. A foreigner who lives in a village in
the country and has a connection to the
internet has found out that this chemical is
banned and has also noticed that the locals
take no precautions when using it. He
believes that it's responsible for some deaths
and stillbirths in the village. Frankly, I think
he's right although I don't think it could be
scientifically proven. What should I advice
the board of directors to do?
Your friend works for the Economist
magazine in Korea and has told you that the
banks in the country are not in good
 financial shape. He's predicting some kind
of economic crisis in the near future. The
me that my retailing method (low overhead,
exchange rate has been declining recently
discounts, warranty, repairs done cheaply
also, (last week it was at 800) reducing your
in-house) had franchising potential. He paid
effective income. Should you get your
me some money and I taught him what he
money out of the country while you can,
needed to know, but then he turned around
perhaps putting it in some other Asian
and opened up a shop down the street from
country like Thailand? Or maybe you
me. He sold so many franchises in my area
should just send it back to the United
that my business has gone done
States? The only problem is that interest
significantly. I feel like hiring a lawyer, but
rates are so attractive here in Asia, 15% in
would it do any good?
Korea and 10% in Thailand. What should
you do?

Business Meetings: Making and Changing Appointments

Activity type Matching and roleplay

Number of
Minimum of 2.
students
Functions: Looking for someone, making and canceling appointments, suggesting times,
inviting, accepting and declining invitations, politely declining invitations,
apologizing, inquiring whether invitation is accepted or declined, inquiring about
and expressing preference, expressing regret.
Lexical area Circumstances and situations that would normally call for a business meeting.
Grammar: Demonstrative pronouns, relative clauses
(this, someone, who, which) use of gerunds (-ing verbs) to denote activities (see
Yule, 1998, pp. 76-77, )
Suggestions: accepting an offer or an invitation
declining an offer or an invitation
inquiring whether offer or invitation is accepted or declined
expressing regret
expressing preference
inquiring about preference
Target phrases: I'm looking for...
Would you like to meet on..(day)..at..(time) ?
Are you free on..?
What about...?
How about...?
Will you be able to make it on..?
Let me have a look at my schedule/calendar.
I'd love to.
I'm sorry,...
I'm busy on...
I'm afraid I can't meet (make it) on...
 I'm sorry, I'll be ..-ing on...
I'm sorry, I'm ..-ing on...
Which would you prefer?
Could we change the day (time) of the meeting? (Change)
Would you mind if we changed the day (time) of the meeting? (Change)
I have to cancel (postpone) our meeting. (Change)
Essential R&D labs, area of research, field of research, attending a conference on...,
vocabulary: schedule some time to..., hard to reach, find some time for..., busy schedule,
cyclotron, influential, close a sale, get him in the right mood, play a round of golf,
country club, he's been hounding you, meet over..., ...doesn't seem too bad to
you, ...feel that..., ...ideas about..., where the company should be heading, taken
into account by..., major stockholder, try to get..., his vision of the future for the
company, compatible with..., it's judicious to..., hear him out, tech support, sales
reps, a startup company, ...heard that..., an opening, landing a job, an adventure,
talk him into..., customer support, meet over lunch, exhibit at a trade show,
bumped into an old friend, haven't seen for years, went bankrupt, for old times
sake, get together'with a friend, reminisce about..., the old days, run a business, a
successful business, a franchise/an affiliate, investment banker, merger and
acquisition, deals, an insider story, corporate reorganizations, taking place, in the
wake of, the Asian financial crisis, a friend of a friend, what's going on, MIS
(management information systems) manager, in town for..., exchange notes, your
counterpart in..., share in common, corporate-wide, everyone chips in, takes turns,
showing them around town, making them feel comfortable during their stay, it's
your turn, get together to..., an Australian rules football match, thought you might
be interested since..., it's so different from..., corporate headquarters, a progress
report, sales leads, things are going well.

Game idea

The idea of the activity is for students to get practice scheduling (making appointments for,
making arrangements for) meetings, resolving any conflicts that arise when there are scheduling
conflicts between the people who are going to attend the meeting, rescheduling a meeting when a
conflict arises after an appointment has been made, and politely canceling or avoiding a meeting.

Playing the game

1. Matching cards are handed out along with a schedule. There are two different schedules. Each
pair of students holding matching cards should receive a different schedule.

2. The students mix and search for the person they are to set up a meeting with.

3. After they've met their partner they schedule a meeting.

4. One of the partners now pretends that they have a conflict and that they have to reschedule the
meeting. They reschedule the meeting.

Game Components

 Role Cards
 Schedules

ROLE CARDS

You're a chemical engineer who works in the

company's R&D labs you're attending a
conference on a new chemical processing
An old friend from college who is doing
technology. A friend from college who is
research work in the same field as you in the
now a professor doing research in the same
R&D labs of a large corporation wants to get
area will be attending the conference. You
together and talk. You try to find some time
want to schedule some time to talk to him
for him in your busy schedule.
and get his perspective on recent
developments in the field. But he is hard to
reach.

You sell expensive medical equipment (a

You're a doctor at an important university
small cyclotron for treating cancer) You have
hospital. A salesman selling cancer treatment
to make an appointment to talk with a doctor
equipment has been hounding you trying to
who is very influential at a hospital where
get some time to talk with you. Now he wants
you're trying to close a sale. You want to get
to meet over golf which doesn't seem too bad
him in the right mood so you invite him to
to you. You try to find some time for him in
play a round of golf at an expensive country
your busy schedule.
club.

A major stockholder in the company you are

You own 20% of a company and feel that
your ideas about where the company should
be heading aren't being taken into acount by
the company's management. You schedule a
meeting with the CEO to talk about this.
the CEO of has called you up repeatedly
trying to get some time to talk to you about
his vision of the future for the company. His
ideas aren't really compatible with your's but
you think it judicious to hear him out. You
schedule some time for him over lunch.

Your friend has a job providing tech support

One of your best friends has just arrived back
to sales reps at a promising software startup.
from his adventures in Asia. He's trying to
You've heard that there's an opening and you
find a job again and thinks you can help talk
want to talk to your friend about the
your boss into giving him a job in customer
possibility of you landing the job. You
support. You both decide to meet over lunch.
suggest lunch or beer after work.

Each year you exhibit the golf clubs that your You used to exhibit the tennis rackets that
 your small company produced until it went
bankrupt many years ago. This year you went
small company manufactures at the Sporting
back to the show for old times sake and you
Goods Show in New York. You've bumped
bumped into an old friend you haven't seen for
into an old friend you haven't seen for years.
years. You make an appointment to get
together and reminisce about the old days.

You run a successful and unique golf shop

that offers heavily discounted merchandise
You're really enthusiastic about this golf shop
and cheap repairs Someone has offered to
you've seen and want to use the shop format to
pay you a large sum of money if you give
sell franchises.
them the rights to and information needed to
sell franchises.

You're a reporter who wants to write an

insider story on the corporate reorganizations
You're an investment banker visiting Jakarta
that are taking place in the wake of the Asian
to set up some merger and acquisition deals.
financial crisis. You make an appointment to
A reporter wants to interview you.
talk with an investment banker (a friend of a
friend) to talk about what's going on.

You're an MIS (management information

You're an MIS (management information
systems) manager visiting coporate
systems) manager. Your counterpart from the
headquarters in the United States. You want to
European subsidiary is in town for meetings
meet your counterpart in the United States and
and you want to schedule some time to talk
talk about solutions to problems that you share
with him and exchange notes.
in common.

A team from corporate headquarters is in

You're a member of a team from corporate
town to discuss the new corporate-wide
headquarters in town to discuss the new
accounting system. It's traditional for
corporate-wide accounting system. One of
everyone in the office to chip in and take
your colleagues from the local subsidiary has
turns showing the members of the team
suggested that you get together to see an
around town and making them feel
Australian football match. He thought you
comfortable during their stay. It's your turn
might be interested since it's so different from
so you have to schedule some time on the
American football.
weekend or in the evening.

The vice president of sales is arriving from
corporate headquarters to get a progress
report from you on developing sales leads in
the region which haven't been going too well
recently.
You're the vice president of sales for a
company and you've just arrived from
corporate headquarters to get a progress report
on developing sales leads in a region in which
things haven't been going very well recently.

SCHEDULES
Schedule 1

Monday: Friday:
Bungee jumping with Bob and the gang (after work) Free

Tuesday: Saturday:
Free Free

Wednesday: Sunday:
Night home with the wife and kids. Free

Thursday:
 
8:00pm Bowling with Harry and Sally

Schedule 2

Friday:
Monday:
Public Holiday. Stay home. Do
Free
things around the house.

Tuesday:
Saturday:
Have to stay overnight in Orlando for a business
Free
meeting early the next morning.

Sunday:
Wednesday:
Disneyland with Mom, Dad and the
Free
kids

Thursday:
 
Free

EXERCISE - Business Vocabulary

Please match the words on the left with the meanings on the right.

1. a committee a. follow; try to reach something, e.g. a goal

2. a recommendation b. a benefit; something beneficial
3. a case study c. a suggestion; detailed advice
4. to pursue d. group of people who discuss or decide something
5. a merit e. a real-life example of development
6. in-house f. in a brief way; not wasting time
7. to designate g. practical or technical knowledge; skill
8. know-how h. improve; make better
9. internship i. nation that receives visitors
10. concisely j. choose somebody for a particular job
11. keep to within k. on-the-job training while working
12. to enhance l. inside the company
13. a host country m. to not exceed; not use more than

EXERCISE - Grammar
"Rapidly introduce know-how, as well as equipment, for managing information."

The above sentence is a classic example of note-form writing. This style of writing is especially
useful for business writing because it gives maximum information with a minimum amount of
words.

The first verb is in the Imperative form, without a subject: e.g. "Sit down! Come here!" But since
this is very brief, additional structures are required.

So: "Introduce know-how!" is the basic Imperative, and then we add clauses and phrases:

Introduce know-how, AS WELL AS equipment.

Introduce know-how, IN ADDITION TO equipment. (simple conjunction)

Introduce know-how TO manage information. (in order to manage information)

Introduce know-how FOR managing information. (shows what know-how is used for)

Introduce know-how BY training managers.

Introduce know-how THROUGH training managers. (shows how to introduce know-how)

Introduce know-how, SUCH AS computer skills. (to give an example)

Study the other uses in the text by JETRO - this is a very useful technique which helps your
writing `sound very business-like.'

Please fill in the blanks.

1. You should study hard ...... pass the exam.

 2. Real estate agents provide information ...... buyers to make the best decision.
3. The Internet is a valuable resource of market information, ...... market size and trends.
4. Give all applicants an English test ...... determine their language proficiency.
5. Study the competition fiercely ...... joining associations and targeting their clients.

EXERCISE - Reading Comprehension

Please read the text and choose the correct answers.

1. What is the purpose of this text?

a. to convince
b. to inform
c. to request
2. Who conducted the research?
a. a JETRO study group
b. technology companies
c. Japanese companies
3. What was the purpose of the study?
a. to find out how to improve Japanese communication
b. to better understand international business communication
c. to provide recommendations for improvement of communication between
Japanese companies and their international counterparts
4. How does the study suggest to accelerate the approval of decisions?
a. by opening communication with foreigners
b. by initiating an e-mail system
c. by transferring authority to decision-makers
5. Why does the study recommend studying languages?
a. to improve business communication skills
b. to enhance competitiveness
c. to become long-term foreign transferees
Hope you enjoyed it! This one was quite difficult!