Lesson 19:Role Play on meeting

Monday role play activity:

As the tourism industry in Hida region blooms, the company decides to build a new hotel in Hida area.

Our company’s goals:
· Attract travelers from around the world to live in our hotel.
· Allow travelers to experience traditional Japanese culture.
· Show them the beauty and tradition of Hida area.
· To make a profit.

Role assignment:

Chairperson: Me (Ada)

Item 1 (guest): Mr. Kobayashi
Item 2 (image): Mr. Kitamura
Item 3 (décor): Mr. Nishino
Item 4 (facilities): Mr. Segi
Item 5 (restaurants): Mr. Kaito
Item 6 (services): Mr. Omori

Remember to go over your notes. You are allowed to write the phrases on a piece of paper. Do not flip your notes to find the suitable phrases on Monday’s role play. Write them down on a piece of paper and be handy on Monday.

You can use whiteboard for your presentation (please use the board; it would be helpful for everyone) and all of you should make notes during the meeting.

Study the model that I have given you.

• introduce the subject
• present ideas and alternatives
• preference
• ask for opinion
• etc....depends on situation

You can make point form notes or you can write a paragraph.


The presenter will stand at the front when presenting.


Using item #1 for example:

To begin, explain which item you are responsible of. Then, you can present all ideas or alternatives (about 2-5, more is better in case if someone objects to your preference) that you can think of (such as attracting families and tour groups or attracting couples and elder people).
You can use multiple combinations, but keep in mind with the hotel’s goals. If you have other good ideas, please use it; it doesn’t have to be ideas from the handout. After that, explain the pros and cons (advantages and disadvantages) of each idea. Then, state your preference with reasons to back up. Then ask for the group’s opinion.

Both classes will start at 10am on Monday.

It will last one to two hours depending on the situation.

If you have any questions, please email me.

Lesson 18: Other situations in a Meeting

Part 1: Handle Interruptions

One of the most effective ways to interrupt someone is to maintain eye contact with them. Wait until there's a natural pause and then come in with a phrase that shows you have something to say:

· Can I say something here
· I'd like to make a point.
· Can I come in here?
· May I come in here?
· Could I interrupt you for a moment?
· May I interrupt you for a moment?
· May I just add something here?
· Do you mind if I just come in here?
· While we're on the subject, I'd like to say…
· (Mister/Madam) chairman.
· May I have a word?
· If I may, I think...
· Excuse me for interrupting.
· Sorry for interrupting, but…
· If I may just interrupt you for a moment, I would like to…
· I don’t want to interrupt, but…

Taking the floor (chance to speak):

· Could I come in at this point?
· Could I say something about…?
· If I could just come in here…?
· If no one objects, I would like to say a few words about…?
· If could say a word about…?
· I have a point to make here.

Commenting:

· I wonder if I could comment on the last point?
· Excuse me, but I would like to point out that…..
· I would like to add something here if I may?
· May I draw your attention to the fact that…
· Before we go any further, may I point out…

If, on the other hand, you want to prevent someone from interrupting you, you can hold them off with a phrase like:

· Actually, if you could just let me finish…
· Just let me finish, if you wouldn't mind…
· Actually, I've nearly finished…
· If I might just finish…
· Perhaps I could return to that point later on…
· With your permission, I would rather finish what I was saying.
· With respect, I should like to finish the point I was making.
· If you would allow me to continue…
· If you would be so kind as to let me finish…

Coming back to a point:

· As I was saying…
· Coming back to what I was saying…
· Perhaps I could resume…
· If I may just go back to the point I was making…
· If I could continue…
· Your question leads us back to…
· To return to…


Part 2: Making suggestions

· Let's...
· We should...
· Why don't you....
· How/What about...
· I suggest/recommend that...


Part 3: Clarifying a point

Keep eye contact with the chairperson where necessary so that he / she can see if you don't understand something. Hopefully the chairperson will clarify items with you, but be prepared to ask for clarification if necessary. Use phrases such as:

· Would you mind clarifying this point?
· Sorry, but could you outline the main points again?
· I'm not sure I understood your point about…
· Sorry, could you repeat that please?
· I don't quite follow you. What exactly do you mean?
· I'm afraid I don't quite understand what you are getting at.
· Could you explain to me how that is going to work?
· I don't see what you mean. Could we have some more details, please?
· Are you saying that…
· Basically, what you are saying is …
· When you say… do you mean that…
· Am I right in assuming that…
· Correct me if I am wrong, but…
· If I’ve understood you correctly, you are saying that…
· Would I be correct in saying that..?

Request information:

· Please, could you...
· I'd like you to...
· Would you mind...
· I wonder if you could...
· Could you be a little more specific?
· I’m sorry, but could you explain in a little more detail?
· Could you give us some details about…?
· Would you care to elaborate on that?
· Could you expand on that?

Correcting information:

· Sorry, I think you misunderstood what I said.
· I’m afraid there seems to have been a slight misunderstanding.
· With respect, this is not what I said.
· Sorry, that's not quite right.
· I'm afraid you don't understand what I'm saying.
· That's not quite what I had in mind.
· That's not what I meant.
· This isn’t quite what I meant.

Re-phrasing:

When you’re not clear, you may have to rephrase what you have said.

· Perhaps I haven’t made myself clear. Basically, what I’m trying to say is…
· Allow me to rephrase that…
· To be more specific…
· Put simply…
· Perhaps I should make that clear by saying…
· Sorry. I’m probably not making myself clear. Let me put it another way…

Making sure that others understand, you can say:

· Have I made that clear?
· Do you see what I'm getting at?
· Let me put this another way...
· I'd just like to repeat that...

Commenting:

· That's interesting .
· I never thought about it that way before.
· Good point!
· I get your point.
· I see what you mean.


Part 4: Asking repetition

Sometimes if you cannot follow what someone says, you can ask him or her to repeat what he or she has just said.

· I'm afraid I didn't understand that. Could you repeat what you just said?
· I didn't catch that. Could you repeat that, please?
· I missed that. Could you say it again, please?
· Could you run that by me one more time?
· I’m sorry, I don’t quite follow what you said about…
· I’m afraid I didn’t quite get your last point. Could you go over it again?

You can also ask the chairperson or presenter to summarize the discussion or to provide more information on a point:

· Can you summarize the main points for me please?
· Can you go into further detail on this please?
· I'm not sure if I've fully understood the main points here…


Part 5: Asking for contribution

As a chairperson, you want everyone to make contribution in a meeting.

· We haven't heard from you yet, (name of participant).
· What do you think about this proposal?
· Would you like to add anything, (name of participant)?
· Has anyone else got anything to contribute?
· Are there any more comments?


Part 6: Keeping the meeting on track

As a chairperson, your responsibility is to keep the meeting on track…

· We're running short of time.
· We're running short on time, so let's move on.
· Well, that seems to be all the time we have today.
· Please be brief.
· I'm afraid we've run out of time.
· I'm afraid that's outside the scope of this meeting.
· Let's get back on track, why don't we?
· That's not really why we're here today.
· Why don't we return to the main focus of today's meeting.
· We'll have to leave that to another time.
· We're beginning to lose sight of the main point.
· Keep to the point, please.
· I think we'd better leave that for another meeting.
· Are we ready to make a decision?
· I think we've spent enough time on this topic.
· We're running behind schedule, so we'll have to skip the next item.
· We only have fifteen minutes remaining and there's a lot left to cover.
· If we don't move on, we'll run right into lunch.
· We've spent too long on this issue, so we'll leave it for now.
· We'll have to come back to this at a later time.
· We could spend all day discussing this, but we have to get to the next item.

Regaining focus:

It is easy to get off topic when you get a number of people in the same room. It is the chairperson's responsibility to keep the discussion focused. Here are some expressions to keep the meeting centred on the items as they appear on the agenda.

· Let's stick to the task at hand, shall we?
· I think we're steering off topic a bit with this.
· I'm afraid we've strayed from the matter at hand.
· You can discuss this among yourselves at another time.
· We've lost sight of the point here.
· This matter is not on today's agenda.
· Let's save this for another meeting.
· Getting back to item number ...
· Now where were we? Oh yes, let's vote.


Part 7: Voting

When issues cannot be resolved or decisions cannot be easily made, they are often put to a vote. Most votes occur during meetings. Votes can be open, where people raise their hands in favour or in opposition of the issue. In an open vote, the results are evident immediately. Other votes, such as who should be elected to take on a certain role, are private or closed. During private votes, attendees fill out ballots and place them in a box to be counted. The results may not be counted until after the meeting. Here are some specific expressions used during open voting:

· All in favour?(Those who agree raise their hands or say "Aye".)
· All opposed?
· Motion to hire more tour guides, moved by Thomas.(Suggestions or ideas that are put to a vote are called motions. When a person makes a suggestion, the term to use both during the meeting and in the minutes is moved.)
· Motion to hire more tour guides seconded by Nolan.(When another person agrees with the motion, it is seconded.)


Part 8: Comment and feedback

During the meeting, participants will comment, provide feedback, or ask questions. Here are some ways to do so politely:

· If I could just come in here...
· I'm afraid I'd have to disagree about that.
· Could I just say one thing?
· I'm really glad you brought that up, ____________.
· I couldn't agree with you more. (I agree)
· _____________, could you please speak up. We can't hear you at the back.
· If I could have the floor (chance to speak) for a moment...
· We don't seem to be getting anywhere with this.
· Perhaps we should come back to this at another time?


Listening Activity (1): giving opinion in a meeting

Question: What is Marcelo’s opinion about improving the products?

I was in a department meeting and our manager was asking for our feedback on improving our product. I had a few ideas and I wanted to get them across, but one of my colleagues was giving me a hard time.

Marcelo: In my opinion, I think that we need to look at the question more from the customer’s perspective. I really feel we need to do more market research.

Ellen: I tend to think that we have enough information already and it’s time to make some decisions.

Marcelo: Well, the way I see it, we’ve only scratched the surface in getting to know our customers. We need to get inside their heads if we want to offer what they want and aren’t getting right now.

Ellen: You may be right, but if you ask me, I just don’t think it’s worth it to sink more time and money into the type of market research you’re proposing. It’s far more than what other companies are doing.

Marcelo: That’s precisely my point. I’m sure that if we can get information that other companies don’t have, we’ll be one step ahead.

That’s when the manager stepped in and offered her opinion. And, I’m happy to say, she sided with me.


Listening Activity (2): clarifying in a meeting

I was negotiating a contract with a new business partner, and we had a meeting to clarify the terms.

Bill: If I understand the terms correctly, the length of the contract would be one year with a one-year option. Is that correct?

Ms. Samuels: Do you mean the contract for equipment rental or the one for training?

Bill: I was under the impression that both contracts had the same terms.

Ms. Samuels: Yes and no. Let me see if I can clarify that. The terms are the same except that the contract for training has a clause that allows for the cancellation after the first six months.

Bill: Could you elaborate on that?

Ms. Samuels: Sure. What I mean is that either side could cancel the training contract after the six months as long as it's in writing.

Bill: Let me see if I have that right. This contract is for six months of training, but if it isn't cancelled, continues for another six months. Is that right?

Ms. Samuels: Yes, that's right.

Bill: Okay, that's clear enough. Let's move on to the other terms



Role Play Preparation for next Monday.


Grammar:

Go over exercise 3.2 and 17.3


Past Tense: (I did)

1. To talk about actions or situations in the past.

Mr. Brown enjoyed the party very much.
When Ms. Peterson lived in London, she worked in a bank.

2. In past questions and negatives, we use did/didn’t + base form verb.

Did it rain?
I didn’t enjoy the movie.


Past Continuous Tense: (I was doing)

1. To talk about someone who was in the middle of doing something at a certain time. The action or situation had already started before this time but hadn’t finished.

This time last year I was living in London.
What were you doing at 10 last night?

2. It does not tell us whether an action was finished or not. Perhaps it was finished, perhaps not.

Peter was cooking dinner.
Jane was doing her homework.

3. We use past continuous tense and simple past together to say that something happened in the middle of something else.

Dan burned his hand while he was cooking dinner.
It was raining when I got up.

4. But to say one happened after another, use simple past.

When Peter arrived, we were having dinner. (We had already started dinner before Peter arrived).

Compare to:

When Peter arrived, we had dinner. (Peter arrived and then we had dinner).

Compare simple past and past continuous tense:









Past Perfect Tense: (I had done)

1. To say that something had already happened before this time.

When I arrived at the party, Peter had already gone home.
When I got home, I found that someone had broken into my apartment and had stolen my money.

Past Perfect Continuous Tense: (I had been doing)

1. To say how long something had been happening before something else happened.

The soccer game had to be stopped. They had been playing for half an hour.
Ken had been smoking for 30 years when he finally gave it up.

2. Past perfect continuous tense is the past of the present perfect continuous tense.

Compare:
How long have you been waiting? (Until now)
How long had you been waiting when the bus finally came? (The whole scenario happened in the past)

Compare past continuous tense and past perfect continuous tense:

Lesson 17: Expressing your opinion in a meeting


Part 1: Presenting an argument


This skill is especially important in a meeting because you have to express your views about an issue…

Beginning:
· I would like to begin by…
· I would like to make a few remarks concerning…
· I would like to comment on the problem of…
· I would like to mention briefly that…
· There are three points I would like to make…
· The most important point seems to be…

Ordering:
· First of all, we must bear in mind…
· To begin with…
· Firstly…..Secondly…..Thirdly…..Lastly…..

Introducing a new point:
· I would now like to turn briefly to the problem of…
· The next issue I would like to focus on is…
· Turning to …

Adding:
· In addition, …
· As well as …, there is also …
· Not only…, but also…
· Furthermore, …
· Moreover, …

Giving an example:
· Let me give an example …
· Let me give you an example…
· Take for example (the case of)…
· Look at …
· For instance…/For example…
· To illustrate this point, let us consider…


Balancing:
· On one hand …, on the other hand…
· Although…, we mustn’t forget…
· In spite of …, I still think…
· Despite the fact that…, I…

Generalizing:
· On the whole, …
· In general, …
· Generally speaking, …
· By and large, …
· All things considered, …

Stating Preferences:
· I would rather…than…
· I prefer… to…
· I tend to flavor…as opposed to…
· …has an advantage over…in that…
· The main advantage of…is that…

Concluding:
· Let me conclude by saying…
· I would like to conclude by stating that…
· Allow me to conclude by highlighting the fact that…
· In conclusion, I would like to reiterate that…
· I would now like to conclude my comments by reassuring you that we are fully aware of the fact that...
· Most probably …
· It appears to be …
· It is important to mention that...
· As I already indicated …
· In other words, …
· I am most concerned about …
· I should like to repeat once again that …
· I should like to emphasize that …
· I would (just) like to add …
· So all in all I believe that...
· (In) summing up it can be said that …
· Weighing the pros and cons, I come to the conclusion that …


Part 2: Discussion and Opinion

Opinions from the participants in a meeting is extremely important, for sometimes they may point out something that a presenter misses or present a whole new idea…

Asking for opinion:
· What’s your opinion of…?
· What’s your position on…?
· What do you think of…?
· How do you feel about that?
· I would like to hear your views on…?
· Any ideas on that?

Asking for a reaction:
· Could I ask for your reaction to…?
· I was wondering where you stood on this question?
· Where exactly do you stand on this issue?
· I wonder if you would like to comment, ___________?

Giving strong opinion:
· I firmly believe that…
· I’m absolutely convinced…
· It’s my belief that…
· There is no doubt in my mind that…
· It’s quite clear that…
· I’m certain that…
· It’s my considered opinion that…

Giving neutral opinion:
· I think that…
· In my opinion…
· It’s my opinion that…
· As I see it…
· As far as I am concerned…
· From my point of view…

Other ways of stating your opinions:
· It seems to me that …
· I am of the opinion that …/ I take the view that ..
· My personal view is that …
· In my experience …
· As far as I understand / can see, …
· As I see it, … / From my point of view …
· As far as I know … / From what I know …
· I might be wrong but …
· If I am not mistaken …
· I believe one can (safely) say …
· It is claimed that …
· I must admit that …
· I cannot deny that …
· I can imagine that …
· I think/believe/suppose …
· Personally, I think …
· That is why I think …
· I am sure/certain/convinced that …

When you are not sure or when you have mixed opinions:
· I am not sure/certain, but …
· I am not sure, because I don't know the situation exactly.
· I am not convinced that …
· I have read that …
· I am of mixed opinions (about / on) …
· I am of mixed opinions about / on this.
· I have no opinion in this matter.

Outlining Facts
· The fact is that
· The (main) point is that …
· This proves that …
· What it comes down to is that …
· It is obvious that …
· It is certain that …
· One can say that …
· It is clear that …
· There is no doubt that …

Bringing in to answer a question:
· I would like to ask my colleague _____________to give us his/her view on that.
· If I may, I would like to ask my colleague ___________to reply to that.
· I think _________is more qualified than I am to deal with this question.
· I would like to bring in ______________who has studied this matter in more detail than I have.
· Perhaps ______________would care to answer that.

Bringing in to present a point:
· I would like to invite ____________to present his/her views on…
· I would like to call on ___________to present his/her views on…
· _____________, would you care to comment?
· I think ____________would like to make a point.

Summarizing:
· Well, if I could sum up the discussion…
· To summarize, I think we are in agreement on…
· To sum up, there seems to be…
· In short, …
· Briefly, the main points that have been made are…
· Well, at this stage I feel I should summarize the matter as it stands…
· If I may just go over the main points raised so far?


Part 3: Agreeing and Disagreeing

Agreeing:
· I simply must agree with that.
· I am of the same opinion.
· I am of the same opinion as …
· I completely/absolutely agree with …
· I totally agree with you.
· Exactly!
· That's (exactly) the way I feel.
· I have to agree with (name of participant).
· I completely agree.
· I agree entirely with your point of view.
· I’m I total agreement.
· I think we can accept your position on that.

Partial Agreement:
· I would tend to agree with you on that.
· I agree with you on the whole, but it could be said that…
· I agree in principle, but…
· By and large I would accept your views, but…
· Although I agree with most of what you have said, I find it difficult to agree with your point about…

Disagreement:

· There is more to it than that.
· The problem is that …
· I (very much) doubt whether …
· This is in complete contradiction to …
· What is even worse, …
· I am of a different opinion because …
· I cannot share this / that / the view.
· I cannot agree with this idea.
· What I object to is …
· Unlike … I think …
· I totally disagree with you.
· I don’t agree at all.
· You are completely mistaken.
· I disagree entirely.
· Under no circumstances could I agree to that.

Softening phrases to use with disagreement:
· Frankly, …
· With respect, …

Neutral Disagreement:
· I don’t completely agree with you on that
· I really can’t agree with you on that.
· I can’t say that I share your view.
· I’m not totally convinced by your argument.
· I can’t accept your point of view.
· I feel I must disagree.
· I can’t help feeling that…

Softening phrases to use with neutral disagreement:
· I’m afraid…
· I’m sorry…
· With respect…
· I respect your opinion, of course, however, …

Tactful Agreement (similar to partial agreement, only more on the
negative side- below 50% [partial agreement- above 50%]):

· I agree up to a point, but…
· To a certain extent I agree with you, but…
· You have a point there, but…
· I take your point ___________, but have you considered…?


Listening Activity: Listen and answer the followings:

1. What is Lucy and Jeff arguing about?
2. According to Lucy, why was the Miami plan denied?
3. According to Jeff, why was the Miami plan denied?
4. What do they plan in order to settle their different point of views?


Lucy: I don't think this is going to work. This plan calls for the new office to open by July and I think that's too ambitious. I don't see how the groundwork can be done any earlier than September.

Jeff: I understand your concern. I don't want to rush the opening of the new office either. But, as I see it, a lot of the preparations were made last year when we considered opening an office in Miami. Even though the site is different, a lot of the cost projections are the same.

Lucy: That may be, but remember that one of the reasons we scrapped the Miami plan was because the budget was too big.

Jeff: That's not how I saw it. I think the major reason we didn't go ahead with the Miami plan was a problem with timing. But, I know that the budget was a concern, too. As you can see, though, this plan has a lower budget than the Miami plan.

Lucy: I don't agree. If you add in all of the extras, the budget is the same, if not higher. I think we need to go back to the drawing board on this.

Jeff: I have to disagree. This plan is the best we've come up with and is workable.

Lucy: I'm afraid we just don't see eye to eye on this. Let's call a meeting with the rest of the team and see what they think.

Jeff: Okay, let's do that.

Grammar:

Present Continuous Tense:(verb+ing)

1. When we talk about something that is happening at the time of speaking.

Please don’t make so much noise. I’m studying.
‘Where is Peggy?’ ‘She is taking a bath.’

2. When we talk about something that is happening around the time of speaking, but not necessarily exactly at the time of speaking.

Tom and Ann are talking and having coffee in a café. Tom says:’ I am reading an interesting book at the moment. I’ll lend it to you when I have finished it.’

3. When we talk about a period around a present, e.g. today, this week, this season.

You are working hard today.
Mike is not playing baseball this season.

4. When we talk about changing situation.

The population of the world is rising fast.
Is your English getting better?

5. When we talk about what you have already arranged to do, usually for personal arrangements (going to). The sense is future.

Mary is getting married next month.
The Petersons are going to have a party this Sunday.

The Differences between Simple Present Tense & Present Continuous Tense:
















Present Perfect Tense: have/has + past participle (verb+ed or irregular verbs)

1. Give new information or to announce a recent happening.

I have lost my key. Can you help me look for it?
Jenny has gone to Canada.

2. Use with words like ‘never’ or ‘ever’.

Have you ever eaten caviar?
We have never had a car.

3. Use with phrases like ‘This is the first time…’ or It’s the third time…’.

Is this the first time you have been to London?
This is the first time he has driven to mount. Fuji.

4. To say that you have never done something or that you haven’t done something during a period of time that continues up to the present.

I haven’t smoked for three years.
She hasn’t seen her parents since she moved out of the house.

5. Talk about a time that continues up to the present (recent past).

We have met a lot of interesting people in the last few days.
I haven’t seen John lately. Have you?
Have you seen my keys? I can’t find it anywhere.

6. Use with phrases like ‘this morning/ this evening/ today/ this week, etc. (when these periods are not finished at the time of speaking).

I have had five cups of coffee today.
Peter hasn’t studied much this school semester.
I haven’t seen John this morning. Have you?

7. Talk about how much we have done, how many times we have done, or how many things we have done.

Mary has written ten letters today.
John has gone fishing three times this week.


Present Prefect Continuous Tense: (I have been doing)

1. When we talk about an action that begin in the past and has recently stopped or just stopped.

Why are your clothes so dirty? What have you been doing?
You are out of breath. Have you been running?

2. When we say how long something has been happening. This time the action or situation began in the past and is still happening or has just stopped.

I have been watching television since 9am.
How long have you been smoking?
He has been playing hockey since he was eight.

Differences between Present Perfect Tense and Present Perfect Continuous Tense:

Lesson 16: Discussion in a Meeting

Part 1: Starting the agenda

When starting an agenda, one can start with…

· 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…
· So, let's start with…
· Shall we start with…?
· So, the first item on the agenda is….
· Pete, would you like to kick off?
· Martin, would you like to introduce this item?

Part 2: Presenting options

Usually, the presenter in a meeting with provides different options in solving or dealing with the issues…

· We have several alternatives:
· We have two options:
· We could either . . . or . . .

Part 3: Moving on with the next agenda

· Let's move onto the next item
· The next item on the agenda is
· Now we come to the question of…
· 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?


Part 4: Giving Control to the next presenter

By giving control to the next presenter, people would know who is responsible for the next agenda, and this will also allow others to know that they are moving on…

· I'd like to hand over to _____________, who is going to lead the next point.
· Next, _________________ is going to take us through ...
· Now, I'd like to introduce ______________who is going to ...
· Right, _____________, over to you.


Part 5: Stalling the discussion

Sometimes, if someone still have problem with certain issues, he or she should point it out before moving on the next item on the agenda…

· 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) . . .


Part 6: Summarizing

Before closing a meeting, we often summarized the agenda about what is being said or what important points that is being mentioned today…

· Before we close today's meeting, let me just summarize the main points.
· Let me quickly go over today's main points.
· To sum up...
· OK, why don't we quickly summarize what we've done today?
· In brief, ...
· Shall I go over the main points?
· In summary,
· The conclusion is . . .
· So, we've decided to . . .
· We're going to . . . (then)


Part 7: Wrapping up the meeting

When we need to wrap up the meeting, we can say…

· Right, it looks as though we've covered the main items.
· If there are no other comments, I'd like to wrap this meeting up.
· Let's bring this to a close for today.
· Is there Any Other Business?
· I think we've covered everything on the list.
· I guess that will be all for today.
· Well, look at that...we've finished ahead of schedule for once.
· If no one has anything else to add, then I think we'll wrap this up.

When you are running out of time:

· It looks like we've run out of time, so I guess we'll finish here.
· I'm afraid we're going to have to cut this meeting short. I've just been informed of a problem that needs my immediate attention.


Part 8: Planning for the next meeting and follow up

In the closing remarks, the chairperson, or participants may want to discuss the date and time for the next meeting, when the minutes will be available, or when a decision should be made by. This is also the time to give contact information, such as how to send a question by e-mail or who to call regarding a certain issue.

· We'll meet again on the first of next month.
· Next time we meet I'll be sure to have those contacts for you.
· If anyone has any questions about anything we discussed today, feel free to send me an e-mail.
· The minutes from today's meeting will be posted as of tomorrow afternoon.
· I'll send out a group e-mail with the voting results
· Can we set the date for the next meeting, please?
· Can we fix the next meeting, please?
· So, the next meeting will be on ... (day), the . . . (date) of.... (month) at ...
· Let's next meet on ... (day), the . . . (date) of.... (month) at ... What about the following Wednesday? How is that?


Part 9: Reminders

There is almost always one last thing to say, even after the closing remarks. A chairperson might close the meeting and then make a last-minute reminder. Instructions for tidying up the room may also be mentioned.

· Oh, before you leave, please make sure to sign the attendance sheet.
· I almost forgot to mention that we're planning a staff banquet next month.
· Don't forget to put your ballot in the box on your way out.
· If I didn't already say this, please remember to introduce yourself to the new trainees.
· Could I have your attention again? I neglected to mention that anyone who wants to take home some of this leftover food is welcome to.
· If you could all return your chair to Room 7 that would be appreciated.
· Please take all of your papers with you and throw out any garbage on your way out.


Part 10: Thanking participants

The end of the meeting is also the time to thank anyone who has not been thanked at the beginning of the meeting, or anyone who deserves a second thank you. Congratulations or Good-luck can also be offered here to someone who has experienced something new, such as receiving a promotion, getting married, or having a baby.

· Before I let you go let's all give a big thank you (everyone claps) to Thomas for baking these delicious cookies.
· Again, I want to thank you all for taking time out of your busy schedules to be here today.
· Most of you probably already know this, but Nolan's wife just gave birth to a baby boy.
· As you leave today, don't forget to wish Stella luck on the weekend. The next time you see her she will be happily married.
· I'd like to thank Marianne and Jeremy for coming over from London.
· Thank you all for attending.
· Thanks for your participation.


Part 10: Closing the meeting

When closing the meeting, we can say…

· The meeting is finished, we'll see each other next ...
· The meeting is closed.
· I declare the meeting closed.
· That's all for today.
· That's it then. (informal)
· The meeting is adjourned. (very formal)


Listening Activity: Listen and answer the following

1. Which company is Olivia Dansk from?
2. Who is absent from the meeting?
3. What is this meeting about?
4. When will the next meeting be on?


Good morning, everyone. I believe we are all here. Please be seated and let’s get started.

Please join me in welcoming Olivia Dansk, from Garland Corporation I’m afraid that Lionel Wu from Manatect can’t be with us today, but I’m pleased to welcome representatives from both Danforth and Boyent.

We’re here today to discuss the progress of our joint venture project. Have you all received a copy of the agenda? Good. As you can see, there are six items on the agenda. If there are no objections, I suggest we take the items in order. Let’s start with number one……

…I think that takes care of the first item? Why don't we move on to item number two? I’d like to hand it over to Olivia, who will take us through the report. Olivia?...…

…If there are no other issues to discuss, I’d like to wrap up this meeting. Our next meeting will be on Monday, November 20th. Before we end today, I’d like to thank all of you for coming. This has been a very productive meeting.


Role Play:
Opening a meeting

Grammar:

Simple Present:

1. We use simple present to talk about things in general. We are not thinking only about the present. We use it to say something happens all the time or repeatedly, or that something is true in general.

For example:

The earth goes around the sun.
Water boils at 100ºC.
Nurses take care of patients in hospitals.
I work in a bank. Peter works in a department store.

Remember: he/she/it-------add‘s’


2. We use do/does to make questions and negative sentences.

For example:

Do you speak English?
What does this word mean?
Where do you come from?


3. We use simple present when we say how often we do things:

For example:

I get up at 8:00am every morning.
In summer, Peter usually goes swimming twice a week.


Grammar exercise activity: Handout

Lesson 15: Introduction to meeting and negotiation

Part 1: Intro to meeting

Before a meeting, one should always be prepared. A successful meeting has no surprises. With proper preparation and careful organization, a meeting can run smoothly. The most typical complaint about meetings is that they run too long. Meetings that run longer than necessary can be very costly to a company or business. Setting goals and time limits, keeping to the agenda, and knowing how to refocus, are key components of an effective meeting.

There are a lot of ways of starting a meeting. How you start a meeting is depended on the situation and the type of meeting that is being held.


Six Steps to begin a Meeting:

1. Getting everybody attention
2. Greeting, welcoming and thank you
3. Introduce any new colleagues if there are any
4. Explaining the objectives
5. Looking at the agenda
6. Asking someone to start


Part 2: Getting everybody attention

Before you start a meeting, you need to get everyone’s attention to make sure that they know that a meeting is about to start:

· Is everybody here?
· Is everyone here?
· Can I get everyone’s attention?
· Can we get started?
· Let’s get down to business.
· Let’s get started shall we?
· I think it’s about time we get started.
· If we are all here, let's get started / start the meeting / start
· O.K. everyone, we need to get this show on the road. (informal)


Part3: Greeting, welcoming and thank you

Be sure to thank everyone who attends the meeting. Start off with a greeting with ‘good morning’, ‘good afternoon’ or ‘hello’.

· I sorry that I have to call this meeting in such short notice
· It’s good to see you all here
· Thank you all for coming
· I’m glad to see you all here (I know it’s a long way for some of you to come)
· I really appreciate you all being here on time and ready to start (to work)

Part 4: Introducing new colleagues

If someone is new to a meeting, please introduce them and ask them to give a short introduction about themselves

· Please join me in welcoming __________________.
· We're pleased to welcome ___________________.
· I'd like to extend a warm welcome to _____________________.
· It's a pleasure to welcome ______________.
· I'd like to introduce ___________________.
· Would you like to say a few words about yourself?
· Everybody say hello to ________________.
· He/she is visiting us from ____________________.

If someone is absent, point out at this time.

· I'm afraid ________________can't be with us today. She is in _____________________.
· Unfortunately, _________________will not be with us today because he ___________________.
· I have received apologies for absence from__________________, who is in _____________________.

Part 5: Explaining the objectives

Then, you will explain the objective of the meeting (the purpose of the meeting)

· We're here today to ...
· I'd like to make sure that we ...
· Our main aim today is to ...
· I've called this meeting in order to ...
· The main objective of this meeting is to…
· The reason we are meeting today is to deal with…..
· The primary purpose of this meeting is to work out ways …..
· The main problem we are facing is ……..
· The main thing I would like to accomplish today is to…..

Strong use of words in partnership

· To face
· Cope with
· Deal with
· Define problems and challenges
· To work out
· Start a discussion

Part 6: Looking at the agenda

Usually before looking at the agenda, it is best to take some time to quickly go through the important notes of the last meeting to see if there are any other questions that needs to be discussed.

· To begin with I'd like to quickly go through the minutes (notes) of our last meeting.
· First, let's go over the report from the last meeting, which was held on ______________________.
· Here are the minutes (notes) from our last meeting, which was on ___________________.


At the same time, you can also ask about the recent movements or developments.

· __________________, can you tell us how the XYZ project is progressing?
· _______________, how is the XYZ project coming along?
· ___________________, have you completed the report on the ____________________?
· Has everyone received a copy of the report on ________________________?


These steps can be omitted depending on the situation.


Moving forward with the agenda:

· So, if there is nothing else we need to discuss, let's move on to today's agenda.
· Shall we get down to business?
· Is there any other Business?
· If there are no further developments, I'd like to move on to today's topic.


Introducing the agenda:

· Have you all received a copy of the agenda?
· There are X items on the agenda. First, ... second, ... third, ... lastly, ...
· Let’s take a quick look at the agenda….
· As you can see there are X points in today’s agenda.
· I have divided up the meeting today into ______parts.
· Shall we take the points in this order?
· If you don't mind, I'd like to go in order today.
· skip item 1 and move on to item 3
· I suggest we take item 2 last.


Part 7: Before starting an agenda

Before going into the agendas, it is important to have all the work, such as taking notes, leading points, etc., in a meeting distribute to different people.

· _____________________has agreed to take the minutes.
· _________________, would you mind taking the minutes?
· _______________ has kindly agreed to give us a report on ...
· _____________________will lead point 1, _______________point 2, and _____________________point 3.
· _______________________, would you mind taking notes today?


Also, outline the rules of the meeting:

· We will first hear a short report on each point first, followed by a discussion of ...
· I suggest we go round the table first.
· Let's make sure we finish by __________.
· I'd suggest we ...
· There will be ___________minutes for each item.
· We'll have to keep each item to __________ minutes. Otherwise we'll never get through.


Part 8: Introducing the first item in an agenda

· So, let's start with ...
· I'd suggest we start with...
· Why don't we start with...
· So, the first item on the agenda is
· _________________, would you like to kick off?
· Shall we start with ...
· __________________,would you like to introduce this item?
· Let’s move on to the first point on the agenda. ____________please kick off.
· Can you start by ________________?


Listening activity: listen and answer the followings:

The listening takes place in the Singapore offices of Daneline, an international shipping company. Martin, the GM, is chairing a meeting with Sandra, David and Sam to discuss a budget shortfall. Shortfall means their budget has fallen short of expectations. In other words, they don’t have enough money, so they need to make some cuts. To chair a meeting is to lead the meeting. We can say that Martin is the chairperson.

1) What is the amount of the budget shortfall?
2) Why doesn’t Sandra have a copy of the agenda?
3) How many possible cuts are under discussion?
4) What is the first item on the agenda?


Sample Dialogue: leading a meeting

Imagine you are the chairman of the meeting, how would you start?
What would you say?

Remember the six steps to a meeting.

· Getting everyone attention
· Greeting, welcoming, and thank you
· Introducing new colleagues (Mr. John Smith from the BioHealth Technology) in America
· Explain the objectives (talk about the trends of latest biotechnology).


In this case, I would only ask you for these four items










Role Play:

Leaving a message on voicemail
Leaving a message with secretary
Leading a meeting

Idiom of lesson 14:
Take minutes
Circulate the agenda
Call a meeting to order

Lesson 14: Telephone Role-play

Part 1: Final words about telephone

· Speak with a rich, vibrant voice. Smile with your voice.
· Speak with a melodious rather than a monotone voice.
· Speak moderately loudly at a moderately pace- varying both for
appropriate emphasis.
· Try to answer no later than the third ring.
· Discontinue any other conversation or activity, such as eating,
chewing gum, typing, etc. that can be heard by the calling party.

Part 2: Writing Apology Letters

Why write apology letters:

· Writing an apology letter shortly after the offense can usually help
save or repair a relationship before a wound becomes a scar and the
damage becomes irreparable.
· You can usually find forgiveness and understanding if you freely
acknowledge what you did wrong and express sincere regret in your
apology letter.
· Writing an apology letter shows the injured party that you realize
you were wrong and that you truly value the relationship.
· You may find that if you freely apologize and accept responsibility
for what you did, the injured party may also accept some
responsibility for the problem and apologize to you in return.

7 tips for writing a business apology letter:

1. Type this apology letter on your computer using a serif font such as
Times Roman or Georgia and print it on good quality, bright-white
inkjet paper.
2. Use a formal business letter format.
3. Offer your apology in the beginning of the letter and clearly state the
problem: “Please accept my apology for being unable to give you a
definitive answer at this time. . . . ” or “We apologize for whatever
inconvenience this may cause you, but. . . .”
4. Give some explanation for what happened
5. Focus on what actions you are taking to rectify the problem: “We are
happy to offer you a full refund. . . . ” or “We will be happy to notify
you as soon as we receive the information you requested. . . . ”
6. Hand-sign the apology letter with a black pen.
7. Remember: Say you are sorry as soon as wisdom dictates! You will
find that an apology letter will not only help save your friendships
and your business associates, it can also dissolve a small problem
and keep it from snowballing into a big one!


Sample Thank-You Letter:

Mom’s Magic
1121 Elm Avenue
Joplin, MO
64804

June 20, 2006

Tom Atkinson
Atkinson’s Tech Inc.
14 Edith Street,
Hackney West,
V69 875

Dear Mr. Atkinson,

This is to inform you that we are unable to make delivery on the above referenced purchase order on the date indicated.

We should have our merchandise ready to ship within 2 days of the original delivery date and we hope that you can hold off until that time. We did want to inform you of this delay as soon we were advised in order to give you as much time as possible to make alternate arrangements, if necessary. We can assure you, however, that if your order remains in force we will expedite delivery to you as soon as we have received the merchandise.

Please accept our apology for this delay and thank you for your understanding.

Yours very truly,

Signature
Tony Montana
Sales Manager


Activity: Please look for the followings in the apology letter below:

· Apology
· Explanation
· Decision
· Benefit
· Thank You

Merker’s Department Store
1115 Brandon • New Ulm, MN 56053

July 22, 2006

Kim Langworth
R.R. 1
Red Earth, MN 56670

Dear Ms. Langworth:

We at Merker’s would like to extend our sincerest apologies
and ask for your understanding.

Our recent sales brochure made claims that we could not
follow through on. Not all merchandise in the Summer Saver
Sale was on sale at 50 percent off. The printer inadvertently
left out the important word “selected.” Because of this
glaring error, we have decided to postpone our sale and
reschedule it for another time. By postponing the sale, we
will be able to offer you even better bargains than we had
originally planned.

Thank you for your understanding in this embarrassing
situation.

Sincerely,

Signature
R. Merker
Chairman of the Board


Role Play
Making an Appointment
Rescheduling an Appointment

Challenging Role Play:

Leaving a Message:

You want to speak to Ms Brown about your account with her company, W&W. If Ms Braun isn't in the office, leave the following information:
· Your name
· Telephone number: 347-8910
· Calling about changing conditions of your contract with W&W
· You can be reached until 5 o'clock at the above number. If Ms
Brown calls after 5 o'clock, she should call 458-2416


Taking a Message:

You are a receptionist at W&W. Student A would like to speak to Ms Brown, but she is out of the office. Take a message and make sure you get the following information:

· Name and telephone number - ask the caller to spell the surname
· Message that the caller would like to leave for Ms Brown (have an
appointment with her discussing about the latest technology in
biomedical fields)
· How late Ms Brown can call the caller at the given telephone
number: 347-8910


Idioms of lesson 14:

Blockbuster
(to)drum up business
(to) fast track a project

Lesson 13: Telephone Conversation Continue

Part 1: Recording a voice mail message on your machine

Sometimes when you are not available to take a call, you can leave a voice mail message in your voice mail or in your answering machine to notify the callers that you cannot take their calls at the moment and ask them to leave a message instead.

· Hello, you’ve reached ________________ at
________________ company. I’m sorry I’m not available to
take your call. Please leave a message and I’ll call you back as soon
as I can. Thank you.

· Hello. You've reached________________. Please leave a
detailed message after the beep. Thank you.

· Hi, this is _______________. I'm sorry I'm not available to take
your call at this time. Leave me a message and I'll get back to you as
soon as I can.

· Thank you for calling ____________________office. Our
hours are 9am-5pm, Monday-Friday. Please call back during these
hours, or leave a message after the tone. If this is an emergency
please call the ___________ at ___________.


If you are on vacation or business trip:

· Hello, this is ____________at the ____________company. I
will be on vacation (business trip) from Friday, May 12 through
Monday, May 22. Please leave a message, and I’ll call you back when
I return. Thank you.


Sample Dialogue:

Your task is to record a voice message on the answering machine for your department of the company. Have your name, phone number, time, date, etc. be ready.










Part 2: Reschedule an appointment

When some things come up unexpectedly from time to time, we might have to cancel or reschedule an appointment or a meeting with someone. The tip is if you must reschedule or cancel an appointment, be sure to do so as soon as you know of the change in your schedule.

Listening Activity: Listen and answer the following:

1. What is the date and time of the appointment between Peter and Mr.
Hibberd?


Michelle: Mr Hibberd’s office!

Peter: Hello, can I speak to Brian Hibberd, please?

Michelle: I’m afraid he’s in a meeting until lunchtime. Can I take a
message?

Peter: Well, I’d like to arrange an appointment to see him, please. It’s
Peter Jefferson here.

Michelle: Could you hold on for a minute, Mr Jefferson. I’ll just look in
the diary. So when’s convenient for you?

Peter: Some time next week if possible. I gather he’s away the following
week.

Michelle: Yes, that’s right, he’s on holiday for a fortnight.

Peter: Well, I need to see him before he goes away. So would next
Wednesday be okay?

Michelle: Wednesday . let me see . he's out of the office all morning. But
he's free in the afternoon, after about three.

Peter: Three o'clock is difficult. But I could make it after four.

Michelle: So shall we say 4.15 next Wednesday, in Mr Hibberd's office?

Peter: Yes, that sounds fine. Thanks very much.

Michelle: Okay, then. Bye.


Asking to reschedule an appointment or meeting:

· Do you mind if we put it off to another date?
· Let's see if we can find another day when we could get together.
· Could we push it back?
· Could we push it back slightly?
· Could we push it back _______________hour?
· Could we push it back to ___________o’clock?
· Could we push back the meeting to_____________?
· Let's push it back ___________________ .
· Can we postpone our appointment (my appointment with
_______________)?
· Could we postpone till ____________________?
· Could we move it up?
· Could we move up the meeting a few days?
· Could we move it up slightly?
· Could we move it up _____________hour?
· Could we move it up to ___________ o'clock?
· Could you take me at ______________?
· Could you write me in at _____________?
· Can I reschedule for ____________________?


Explaining circumstances:

· I have a conflict in my schedule.
· I'm running ahead of schedule.
· I'm running behind schedule.
· Something's come up.
· My schedule has changed.
· I've had a change in my schedule.
· I'm going to be out of town.
· _____________ is a bad day for me. Do you havean opening on
________________?
· I completely forgot. I have a ______________ that night.
· I'll have to work on the _________________.
· I have to fill in at work.


Listening Activity: Listen and answer the followings:

1. What is the original date of the meeting?
2. What date would Juliette prefer the meeting to be on?
3. How come David cannot make it to the meeting on Tuesday?
4. What is the final decision of the date and time of the meeting?

Juliette: Good morning, David. This is Juliette. Something’s come up,
and I can’t make it on Monday afternoon. I need to cancel
my appointment with you. Can I reschedule for Tuesday
morning?

David: I’m afraid Tuesday is a bad day for me. I have meetings all
day.

Juliette: Oh dear! What about Wednesday?

David: Hmm. I’m completely booked up on Wednesday too. I
have a meeting on Thursday morning at 9am. But I could
change that to Friday. I have another meeting at 10am, but
I can push it back to 10:30. That would give us an hour and
a half. Could you get here for 9 o’clock?

Juliette: Of course. 9 o’clock on Thursday is fine. But if you have any
cancellation for Tuesday, could you give me a call?

David: Yes, of course.

Juliette: Thanks, speak to you soon.


Sample Dialogue:

You are supposed to have a meeting with Ms. Peterson on Tuesday at 11. However, something’s come up and you cannot make it on Tuesday. You want to push back the meeting on Wednesday; however, Ms. Peterson cannot make it on Wednesday. In the end the meeting is scheduled on Thursday at 11.

Caller:




Ms. Peterson: Hmm. I’m afraid I cannot make it on Wednesday because I will be out of town on business. How about Thursday?

Caller:




Ms. Peterson: O.K. So that will be Thursday at 11, am I correct?

Caller:





Ms. Peterson: So, see you on Thursday, then Bye.



Part 3: Bringing a telephone conversation to an end

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


Part 4: Dial a wrong number

Listening Activity:

Male: Hello, this is the press office.

Michelle: Rachel Allsop please.

Male: I’m sorry, You must have the wrong number. There’s no-one of that
name here.

Michelle: Oh. Can I check the number I’ve got…. is that not 5568790?

Male: No, it’s 5558790.

Michelle: Oh sorry about that. I must have dialled the wrong number.

Male: No problem! Bye!

---------------------------------------------------

Male: Hello, press office, can I help you?

Ruth: Hello. Paul Richards, please.

Male: I’m sorry, you’ve got the wrong number, but he does work here. I’ll
try and put you through. In future his direct number is 5558770.

Ruth: Did I not dial that?

Male: No you rang 5558790.

Ruth: Oh, sorry to have troubled you.

Male: No problem. Hang on a moment and I’ll put you through to Paul’s
extension.

Ruth: Thanks.


Sometimes when we dial a wrong number mistakenly, we can say the followings:

· I'm sorry, you've got the wrong number.
· There is no one by that name here.
· I think you've dialed the wrong number.
· You've got the wrong number.
· Sorry, wrong number. (informal)


Caller- Apologizing after Dialing a Wrong Number :

· I'm so sorry.
· Sorry for disturbing you.
· Excuse me.


Part 5: Writing Business Letters-thank you letter

A thank you letter should be:

· Begin with a thank you
· Refer specifically what the reader has done for you
· Mention about your appreciation to reader’s contribution
· Concludes with a thank you message again


Sample letter:

Mom’s Magic
1121 Elm Avenue
Joplin, MO 64804

June 18, 2006

Tom Atkinson
Atkinson's Technology
14 Edith Street,
Hackney West,
V69 875

Dear Mr. Atkinson,

We are writing to express our appreciation for your order of ten Magnaflux compressors. We are in the process of filling and shipping your order, which is expected to arrive at your premises on Friday.

We look forward to doing future business with you, and we will jump at every chance to make your experience with us enjoyable. Please feel free to call me at 615-7893 if I may serve you in any way.


Sincerely,

Signature
Tony Montana

Sales Manager



Role Play: Recording a voice mail message
Making an appointment
Rescheduling an appointment


Idioms of lesson 13:

Mean business
Jack up
On the block
Run short

Lesson 12: Telephone Conversation Continue

Part 1: Leaving a voice message

Leaving a voice message is similar to leaving a message to the secretary or receptionist. The only difference is that there is nobody to answer your call, and there is nobody there to repeat your message to make sure that the message you gave is correct.

Therefore, it is important to prepare prior you are making a phone call.

Make sure that you have these handy in front of you:

· Your telephone number (your contact information)
· Your planner (schedule, especially information when making
appointment)
· Information about the person that you are about to call
· Pens or pencil
· Memo pad /plain white paper
· Other important information


A voice mail also contains the followings:

· Greetings
· Your name
· Your company
· Your request (purpose of the call)
· Your contact information
· A polite close

An example:

Hello, Mr. Johnson. This is Peter Smith calling from LiverTech about scheduling a meeting with you about sales. (You can also say: I want to arrange/schedule an appointment with you about sales). You can reach me anytime today in my office until 6 or tomorrow between 10 to 4pm. My phone number is 669-5429 (repeat 669-5429). I look forward to talking to you soon (Please return my call as soon as possible). Thank you. Bye.

Important point: Try to speak slowly in order for the person can catch the information correctly.

Sample Dialogue:

You want to make an appointment with Ms. Jessica Peterson on discussing about a possible business partnership. However, Mr. Peterson is unavailable and you are transferred to his voice mail. Your phone number is 365-7892.

Your task is to leave a voice mail message for Ms. Peterson.

Voice mail/answering machine: Hello, this is Jessica Peterson from Pacific Rim trading company. I am not available at the moment. Please leave a message after the beep (tone). I will return your call as soon as possible. Beep:











Part 2: Making an appointment

When making an appointment, we should always include the four steps of a telephone call: greetings, your name, your company, and your purpose.

In this case, your purpose is to make an appointment to see someone.

· I would like to make an appointment to see
_________________________.
· I would like to arrange an appointment (a meeting) with
_________________________.

Doesn't matter, you can use either one:

Appointment or meeting
Make an appointment /arrange an appointment
To see or with

Note: You can only arrange a meeting

After you have state your purpose, you will need to arrange a meeting or an appointment's schedule.

· When will _________________be available?
· Would ___________________be convenient?
· Are you free on ____________at_______________?
· What is the best time to meet _____________________?
· Can I see _________________on
_________________at_______?
- When do you want the meeting to be on?
- When do you want to see _________________?
- What time would suit you/ be convenient for you?
- When would suit you/ be convenient for you?
- How about _____________________?
- Sure.
- Yes, I can manage the __________.
- Yes, that suits me.
- Yes, I am free.
- Yes, that's fine.
- I'm sorry but ______________is unavailable at that time.
- I'm afraid I cannot make it/manage it.
- I'm afraid I'm tied up.
- Will you select another date/time?
- Would you like to fix another time?

Confirmation:

· I will look forward to seeing you on _____________________,
then.
· See you on _______________________, then.



Sample Dialogue:

You want to make an appointment to see Ms. Katie Carol discussing about a possible business partnership on Monday, March 10th at 11:00. However, Ms. Carol is unavailable at that time, and you will need to select a new time which is Wednesday the 12th at 11:00.

Secretary: Hello, Pacific Rim trading. How may I help you?
Caller:




Secretary: I am afraid that Ms. Carol is tied up on that day. Would you like to fix another time?
Caller:




Secretary: Sure. So, _________________, your meeting with ___________________will be on Wednesday March 12th at 11:00. Am I correct?
Caller:


Secretary: O.K. I will look forward to seeing you on March 12th, then.
Is there anything else I can help you with?
Caller:


Secretary: Good Bye, _________________. Thanks for calling.


Part 3: Letters- request for appointment

Carrington’s
38 E. 91st St. • Chicago, IL 60614

January 25, 2006

Linda Montgomery, Manager
A-1 Cleaners
2903 Burresh St.
Lincoln, NE 68506


Dear Ms. Montgomery:

I will be in Lincoln on February 3 and would like to meet with
you at your office to discuss cleaning supplies you may need in
the second half of the year.
I have enclosed our latest catalog. Please note the items in
yellow highlight. They are special values or new products that
A-1 Cleaners will want to take advantage of now.

I will contact you later this week to schedule an appointment.
If you need to get in touch with me, call me at 800-555-9047. I
look forward to talking with you. Thank you for your
continued business.


Sincerely yours,

Signature

Douglas James
Sales Representative


DNJ:llr
Enc.

P.S. See page 68 of our catalog for a great value on our
most-ordered product choice!


Role Play:
Leaving a voice mail
Making an appointment

Idiom of Lesson 12:
Right-hand man
Dead-end job
Stab someone in the back
Buckle down

Lesson 11: Telephone Conversation Continue

Part 1: Leaving a Message (Cont.)

A telephone should contain these four parts:
1. Greeting
2. Company’s name
3. Answerer’s name
4. Offer to help

But depending on the situation, sometimes some of the things are being omitted.

When we are taking or leaving a message, we should include as much information as possible:

· The date and time of the call
· The full name of the person calling (ask for correct spelling)
· The company the caller is from
· The phone number and time available to call back
· The purpose of the call (message)

From last class:
· Can I take a message?
· Would you like to leave a message?
- Yes, please.
- No, it’s OK. I’ll call back later.
· Who should I say the message is from?
· Could you spell that, please?
· What company are you from?
· What number are you calling from?
- I’m calling from _________________. My number is
____________________.
· What’s the message?
· Would you repeat that, please?


Other helpful phrases:

· How can he/she get in touch with you?
· How can he/she get in a hold of you?
· How can he/she get in contact with you?
· Your number, please?
- He/she can reach me at _______________________.


Listening activity: Listen and answer the following:

Justin Thomas is with Trivesco, a major shipyard, or maker of ships. He is calling Sylvie Peterson at Daneline, a shipping company. Sylvie is a sales and purchase (S&P) broker. A broker is a middleman or negotiator. Sylvie specializes in negotiating the purchase of “newbuildings” or newly built ships. Amy, the receptionist, answers the phone.

Bad Example:

1. Does Amy answer the phone professionally?
2. Is Justin prepared?


Good Example:

1. How does Amy answer the phone?
2. What is Mark calling about?
3. How does Amy make sure that she has got Mark’s correct phone number?


----------------------------------------------------------------------

When we are taking a message, there are 3 steps:

1. Acknowledgement
2. Checking back
3. Asking for correction


Acknowledgement:

· I see
· O.K.
· Uh Uh ,etc.


Checking Back:

· Name, company, message
· What is this call about?
- This is John Smith from LiverTech calling about the
appointment next week….
- Calls can be about sales, contract, rescheduling an
appointment, tell that person that someone had called
him/her, etc.


Asking for Correction:

· Is this correct?
· Is that right?
· Have I got that right?


If there is a mistake:

· Instead of _______________, it should be
__________________.


Promising Action:

After the taking the message, you should says that he or she will pass the message on to the person that you want to notify….

· I’ll have him/her call you back.
· I’ll tell him/her to call you back.
- Should/shall I have him/her call you back?
- Would you like him to call you back?
· I will make sure that he/she gets your message.
· I will give your message as soon as he/she comes back.
· I will pass your message on.


Also, after taking the message, you should ask to see if he or she have more requests:

· Can I do anything else for you?
· Is there anything else I can help you with?


And please be polite- say your thank you…or…..have a good day.


Last point:

· Let the caller hang up first…..


Sample Dialogue:

Secretary: Hello, Pacific Rim Trading Company. How can I how you?

Caller: (introduction of yourself, asking to speak to Mr. Rick Johnson)

Secretary: I’m sorry. But Mr Johnson is tied up in a meeting right now.

Caller: (ask if you can leave a message)

Secretary: Sure.

Caller: (tell Mr. Johnson that you have call him
and ask him to call you back)

Secretary: May I have your name please?

Caller:

Secretary: What company are you from?

Caller:

Secretary: Could I have your number please?

Caller: Yes, it’s 339-3569

Secretary: I see, so this is _________________from _________________calling leaving a message to ask Mr. Johnson to call him back. Am I correct?

Caller:

Secretary: OK. I will make sure that I will pass the message on to Mr. Johnson when he gets back.

Caller:

Secretary: Is there anything else I can do for you?

Caller: No, thank you very much. Bye.

Secretary: See you. Mr. ________________. Have a nice day.


Part 2: Returning a Call

When returning a call, you can say…..

First, greetings

Then,
· This is _____________________returning you call.
· Yes, Mr. ___________________. Thanks for calling back.


Then, you can move on to your conversation….


Part 3: Business Letter- Confirmation Letter

Sometimes when we make a deal about sales on the telephone, we will write confirmation letter to offer another opportunity to mention the qualities of the product and make contact with the customer.

The letter should be…

· Did you use a positive tone?
· Does the letter sell itself?
· Did you introduce the topic of the letter in the first part?
· Did you mention the recipient’s accomplishment or
benefit early?
· Did you include all of the necessary details for the client
such as date, time and place of appointment?
· Did you include a telephone number so the client can
reach you?
· Did you take the initiative in the letter for the action
you desire?
· Did you include all background information, added
service or details necessary in the second part of the letter
so the client understands the letter?
· Did you summarize, thank or recongratulate in the last
part of the letter?
· If you received the letter, would you do what you are
asking the recipient to do?

Sample Confirmation Letter:

Mom’s Magic
1121 Elm Avenue
Joplin, MO 64804

June 18, 20XX

Ellen Rhymer
Make Believe Catalog Company
P.O. Box 5217
Amity, OR 97101

Dear Ms. Rhymer:

Thank you for your order of 200 Treasure Trunks from
Mom’s Magic. I believe you will be very satisfied with the
quality of costume pieces included in each. It is this quality
which makes my imaginative play apparel so unique.

As we discussed, I will be shipping 125 storybook trunks
and 75 professional trunks to be received no later than
August 1. I will be contacting you the week of October 1 to
determine if additional trunks are needed. If you need to
place an order before then, please call me at 913-555-6215.
Thank you again.


Sincerely,

Signature

Jennifer Lewis


Activity: Please find the following statement in the confirmation letter

· Confirmation
· Details
· Benefits
· Complimentary close


Maximum Sales, Inc.
555 West Access Road
Columbia, MO 65217

March 14, 20XX

Andrew Roberts, President
University Sports
468 Baltimore
Kansas City, MO 64105


Dear Mr. Roberts:

This is to confirm your phone order made March 14 for 10,
50-count cases of mini-flying disks in fluorescent colors
(green, yellow and pink) to be delivered no later than May 1,
20XX. Your logo, a copy of which is enclosed, will be
printed on each disk in black ink.


Thank you for placing an order with Maximum Sales. I
understand that these flying disks will be included in the
registration packets of all participants at the Mid-America
Soccerama scheduled for Memorial Day weekend. I believe
you will be pleased with the increase in sales and name
recognition that will result due to this marketing promotion.


We look forward to being of service to you in the future.


Sincerely,

Signature

Lisa Nixon
Sales Consultant



Role Play:
Taking a Message


Idiom of Lesson 11:

Tight spot
Close the books
In the black
In the red

Lesson 10: Telephone Conversation

Part 1: Introduction

· Hello, ________________________.
· ______________________, good morning/good afternoon.
· ____________________________.

Part 2: Identifying who is Speaking

· This is ____________________.
· This is ________________from__________________.
· ____________________speaking.
· Is that _____________________?

Part 3: Saying who you want to speak to

· Could I speak to ________________,please?
· Can I speak to __________________,please?
· May I speak to _________________,please?
· I would like to speak to _____________________,please.
· Extension _______________,please.
· ______________________,please.
- Who is calling please?
- Who should/shall I say is calling?
- I’ll see if he/she’s in.
- I’ve got ___________________on the phone for you.


If that person is available:

· Please hold.
· Hold on. I’ll get ___________.
· Hold on. I’ll connect you.
· Hold on. I’ll put you through (the line).
· Hang on a moment.
· Just a moment, please.

If that person is not available for the moment:

· Can you wait? _____________is talking on the phone.
· Will you hold?
· I’m sorry, but he/she’s no available for the moment.
· I’m afraid he/she’s on the other line.
· I’m afraid he/she’s in ______________________.
· I’m afraid he/she’s on holiday/ vacation.
· I’m afraid he/she’s in a meeting.
· I’m afraid he/she’s off sick.
· Can you call back ____________________?

Your response:

· I’ll hold.
· I’ll call back later.
· What is the best time to call back?
· Could you take a message?
· Could you give him/her a message?
· Can you put me through to his/her secretary?


Listening samples…..

Michelle: Hello, you've reached the marketing department. How can I help?

Male: Yes can I speak to Rosalind Wilson, please?

Michelle: Who’s calling please?

Male: It’s Richard Davies here

Michelle: Certainly. Please hold and I’ll put you through.

Male: Thank you.

--------------------------------------------------------------------------------

Michelle: Hello, marketing. How can I help?

Male: Could I speak to Jason Roberts please?

Michelle: Certainly. Who shall I say is calling?

Male: My name’s Mike Andrews.

Michelle: Just a second - I’ll see if he’s in. Hello, Jason, I’ve got Mike Andrews on the phone for you ... OK - I’ll put him through. Hang on a moment, I’m just putting you through.


Listening Activity: Listen and answer the following:

1. To whom did Thomas want to speak to?

2. What is the subject of the meeting?

3. Why can’t Ms. Kennedy have a meeting with Thomas?

I have been trying to get a meeting with the CEO of Medofact to talk about a partnership between our company and theirs. But I've had a hard time trying to get through on the phone.

First, there was the phone tree. I had to go through three menus before I got the option to speak to an operator. Even after I got through, I got the run around from the receptionist.

Receptionist: Medofact Limited. How may I direct your call?

Thomas: I would like to speak to Maureen Kennedy.

Receptionist: Please hold while I connect you with Ms. Kennedy's office. (Pause)

Secretary: Maureen Kennedy's office. How may I help you?

Thomas: Good afternoon. I am Thomas Guarini calling from Livatect. I would like to set up a meeting with Ms. Kennedy.

Secretary: Will Ms Kennedy know the subject of the meeting?

Thomas: Well, I would like to speak to her about a possible partnership.

Secretary: May I put you on hold for one moment?

Thomas: Yes, certainly. (I was on hold for a long time.)

Secretary: Mr. Guarini, I'm afraid Ms. Kennedy is traveling on business the next two weeks. Would you like to call back?

Thomas: Sure, I'll check back in a couple of weeks. Thanks for your help.

Secretary: It's my pleasure. Have a nice day.

Thomas: Thanks. You, too.

I guess I'll keep trying.


Sample Dialogue:

Reception: Green Technology. Good morning, how may I help you?

Person:

Reception: Just a moment, please. Oh, Mr. ______________, I afraid he’s in a meeting right now. Can you call back a little later?

Person:

Reception: Around 2:00.

Person:


Part 4: Taking a Message

· Can I take a message?
· Would you like to leave a message?
- Yes, please.
- No, it’s OK. I’ll call back later.
· Who should I say the message is from?
· Could you spell that, please?
· What company are you from?
· What number are you calling from?
- I’m calling from _________________. My number is
____________________.
· What’s the message?
· Would you repeat that, please?


Part 5: Introduction to business letters

A business letter should contain the followings:

· Letterhead or heading
· Date
· File number (optional)
· Confidential (optional)
· Inside address
· Attention line (optional)
· Salutation (optional)
· Subject line (optional)
· Body of the letter
· Complimentary close (optional)
· Signature
· Additional information (optional)
· Postscript (optional)
· Mailing instruction (optional)

Sample Letter:

Italics Unlimited
231 W. 40th Street • Camden, NJ 08618 • (623) 555-2678


August 10, 20XX

XXX

Terry Lancaster
Capital Supply
657 Minden Ct.
Des Moines, Iowa 54687

Attention: President of Capital Supply

Dear Mr. Lancaster:

Subject: XXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXXXX

XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX
XXXXXXXXXX

Sincerely,

Signature


Joan McAllister

JFM:eer

P.S.XXXXXXXXX

XXXXXXXXX


Role Play:

Telephone Connecting


Idioms of Lesson 10:

Come down in price

In black and white

Knock down the price of (something)

Line of products

Lesson 9: Introduction to Business English-Reception

Part 1: Intro to Business

Business conversations are a lot like any other kind of conversation, except that the language is more formal, and the polite topics are business and professional rather than personal and social. Usually, the purpose is to get acquainted with lots of people, exchanging pleasantries and facts with many people, never monopolizing another person's time for the whole event.

Basic social conversation rules:

· Keep it short; keep the conversation moving. Limit responses to 60 seconds or less.
· Avoid opinion and emotion-evoking topics such as money, politics & religion.
· Do not interrupt.
· Do not finish other people’s statements.
· If someone does or says something rude, ignore it.
· Do not complain.
· Do not criticize others. Say nothing evil about common acquaintances, former bosses or coworkers.
· Address a new acquaintance by his or her title and last name until you are invited specifically to use a first name.

The Top Five most common topics of conversation, in order:

· Current events-- Subscribe to and READ a business publication to have something to say.
· Sports-- Even if you don't like sports, know what season it is and the names of the home town teams.
· The event or job at hand-- If you show up at any event, you need to know who sponsored it and why!
· The organization sponsoring the event-- For newbies, asking others about the organization is a great conversation starter.
· Personal demographics-- Where did you go to school, where do you live, how many kids do you have......

Conversation Timing Rules:

· At breakfast, business conversation can begin as soon as the coffee is poured.
· At lunch, make small talk until orders have been taken. Then you can talk business.
· At dinner, wait for the host to bring business into the conversation.

And remember eye-contact….very important

Part 2: At the Reception Desk

· Good morning/ good afternoon. Can I help you?
· How may I help you?
- I’m _________________.
- I’m here to see ______________________.
- I have an appointment at ___________.
- I have an appointment with _____________________.
- I have a meeting/ appointment with
_______________at____________.
- Could you tell me how do I get room _______________?
· What time is your appointment?
- It’s _______________.
· Who is your appointment with?
- _________________________,
______________________.
· Where is your appointment?
- It’s in ____________________.
· Where is _____________________, please?
- It’s on _______________________.
· Can you direct me to __________________, please?
- Yes, ___________________________________.


Listening Activity: Listen and answer the followings:

1. What time is Juri’s appointment and who is he meeting?
2. Why can’t Sue Gibbons come down and meet Juri?
3. What questions did he ask in order to get some information (get a scoop) about the company before the meeting?

I arrived a little early for my sales appointment with the office manager of Lyon Industries, and spoke to the receptionist.

Juri: Hello. I’m here for my 11:30 appointment with Sue Gibbons.

Receptionist: What is your name?

Juri: It’s Juri Lakoff.

Receptionist: I’ll let her know that you’re here. [Speaking into the telephone] Sue, this is Rhonda. Your 11:30 appointment is here. Should I send him up? Okay, I’ll do that. [Hangs up the telephone] Ms. Gibbons says that she’s running a little late and is tied up in another meeting right now. She should be wrapping things up very quickly and will be free in a few minutes. Would you like to wait in the reception area right over there?

Juri: Sure. No problem.

Receptionist: Can I get you something? Coffee or tea?

Juri: No, I’m fine. I was just wondering how many employees you have in this office.

Receptionist: I don’t know precisely, but I think we have about 80.

Juri: Oh, that’s a lot. Is the company planning on expanding?

Receptionist: I’m sorry, but I really don’t know. I’m sure Ms. Gibbons can answer those questions for you.

Juri: Right, right. I didn’t mean to pump you for information. I was just trying to get the inside scoop on the company before my meeting.

Receptionist: I understand. Now, if you’ll excuse me, I need to answer this call. Ms. Gibbons should be finished with her other meeting in no time.

Juri: Oh, sure. I didn’t mean to keep you. Sorry.


Video Activity: Watch and answer the followings:

1. Who is Edward here to see?
2. Who came out to greet Edward?


Sample Dialogue:

Person: Excuse me. I have an appointment with Mr. Smith at _______.

Reception: Oh yes. Mr. _____________. Let me call the marketing
department. Oh, Mr. _______________, I have called the department twice. But I’m afraid there was no answer.

Person: I know they are expecting me. Can you direct me to the department?

Reception: Yes, it’s on the fifth floor. You can take the elevator.

Person: Yes, and then?

Reception: As you come out of the elevator, you __________________________________________.

Person: I see. I’ve got that.

Reception: It’s on the left.

Person: Thank You.



Part 3: Introduction People

· What's your name?
- My name is________________.
- I am_______________________.
· Haven't we met (before)?
- Yes, I think we have.
- No, I don't think we have.
- I think we've already met.
- I don't think we've met (before).
· Can I introduce you to _________________?
· This is ____________________.
· Meet _____________________.
· Have you met____________________?
- Yes, I have.
- No, I haven't.
- Yes, I think I have.
- No, I don't think I have.
· Hello, _____________________.
· Nice to meet you. (informal)
· Pleased to meet you.
· How do you do? (formal)
· Nice to see you.
· Nice to see you again.

Part 4: Asking and Giving Business Cards

By exchanging business cards, you can get the contact information of that person….

· Do you have a business card?
· Could I have one of your business cards?
· Can I have your business card?
- Sure
- No, problem
- I’m sorry. I don’t have them with me right now. Can I give it to
you later/ next time?
· Can I get your phone number or email address?
· Can I have your contact information?
· What is the best way to contact you?
· What is the best time to contact you?
· Let me give you one of my business cards.
· My contact information is on my business card. Let me give you one.
· You can reach me by calling the number on the business card.
· My email address is on the business card.


Exercise: Look at the business cards and answer the following questions:

1. What’s he or her names?

2. What nationality is he or she?

3. Who does he/she work for?

4. Where does he/she work?

5. What’s his or her position in the company?


Part 5: Making a Personal Profile

It’s important to make a profile about yourself so when you meet people for the first time, you can tell them about yourself.

A profile should include the followings:

Name, nationality, home town, company, position in the company, responsibilities, free time interests…

Example:

My name is Adam Smith and I’m British. I live in Hadlow, a lovely English village near London, and I work for the Swire Group, Britain’s largest private company. The Group’s activities are divided into five business areas: shipping, aviation, property, industries and trading. Our best-known company is Cathy Pacific Airways.

I work at the London head office, I’m head of Corporate Finance, and I’m responsible for developing the business of the Group.

I’m always very busy and I don’t have much free time, but when I do, I like fishing and I grow my own vegetables, just for fun.


Activity: Make your own profile…..


Role Play: At the Reception Desk…
Idioms of Lesson 9:

To go back to the drawing board
A calculated risk
Get a break
Go belly up
A hard sell