Business English Phrases for Meetings, Emails and More

November 1, 2014
BM Consultants India
Introduction
Listening Skills
Business English Phrases
Role Plays
Email Drafting
Scenery and Landscape are Nostalgic
Hustle and Bustle of a Big City
Speed Away
Onlookers /Passers-by
Piercing Siren and Flashing -
Dizzying Strobe Lights
Pull Over
Own the Frame!
Win the Frame!

Stages of Life
Toddler Stage
Teenager Stage
Boss and Employee Stage
What do you think is
the most important
aspect of business
English?
Introduction
Listening Skills
Role Plays
Email Drafting
Business English
Social skills,
9.6
Writin-
letters,
emails,
14.2
Listening
skills, 25.5
Speaking
skills, 34.9
Business
Vocabulary,
15.7
Small talk
 Small talk is used to start a
conversation before getting into
details.
 It is particularly beneficial in Business
English as it helps to form relationship.
 It is important to know what to say and
wha Text missing
How to excuse yourself Excuse Me!
and come out of
embarrassing situations
like Burp, Yawn, Hiccup
or Sneeze?
Bless You!
Some one sneezes. What
do you say?BM Consultants India
How to ask someone to repeat something?
I am sorry I didn’t quite catch
that. Could you say that again?
How to greet
someone you
haven't seen for a
long time
Haven’t seen
you since ages
Someone thanks you for something.
What do you say?
• You’re welcome!
• It was a pleasure!
• A pleasure!
• My pleasure!
I’d love to come, but
I’m afraid, I have to….
How to refuse an invitation politely?

Introducing Someone Else
• I like to introduce you to ..
• I would like you to meet ..
Your friend is ill. What do you say?
• I hope you feel better soon.

• I hope you get better
You’re late for a meeting. What do you say?
I am very sorry, but I am running

late. I hope to be there in about 5
minutes.
Express preferences in English are as
follows:
“I tend to prefer -ing… to -ing… ” or “I tend to prefer X to Y”
e.g. I tend to prefer learning English to learning Spanish.
 Would you like to … ?
Suggestions  Would you mind going to…?
 What do you think about going to
the swimming pool ?
 Yes, it’s a great idea. I agree.

Acceptance:  It sounds great.
 Yes, let’s do that/it.
 I’m sorry, but I have to learn.

 Sorry, but I cannot make it today.
Decline:
 I’m afraid I don’t like that idea.
 Hmm, I don’t think…BM Consultants India
While interacting with somebody, you’ve
seen someone you want to talk to:
Listen, I’ve just seen (Name) over

there. Excuse me a moment, I really
need to catch him.
Expressions for making complaints
I’d like to complain about …

Someone has passed away, what do you say
to the family?
My condolences to you and your family.
I'm really sorry to hear about your loss,

I send my condolences to you and your
family, if you need anything you can
ask me.
Moving from small talk to business
Well, I suppose we should make a start.

So, shall we get down to business?
Put forward plans and proposals

decide on
I would like to put forward a proposal that …

Face to Face, Telephone, and Written
Which Is the Best Communication?
Face-to-Face Communication
Types of Face to Face Communication
Interviews
Meetings
Conferences
Seminars
Workshops
Class-room lectures
Stage-acting
Public lectures
Introduction
Listening Skills
Role Plays
Email Drafting
Role
Play
Tell your employees that
because of the economic
crisis, they will be taking
a 20% pay cut. This pay
cut actually started last
month.
Business English
vs
General English?
What Distinguishes Business English?
Before Peter went on the
stage for the show, John
told him to break a leg.
Before Peter went on the stage for the
show, John told him to break a leg.
I am telling you to
Literal
meaning: break a bone in your
leg.
Do your best and good

Idiomatic
meaning: luck .
Instruction.
Match the language in column B with their function in column A
Meeting Language Many thanks for your participation. It

has been a productive meeting
Starting
Many thanks for coming, shall we start
Disagreeing
We need to discuss
Agreeing What do you think about?
Asking for opinion I agree. I totally agree

Introducing the subject I don’t agree
Partially conceding Yes, You are right there
Making an opinion Why don’t we instead

I think we should..
Suggesting an alternative
In my opinion
Asking for participation
Would you mind giving us your views in this?
Bringing back the focus of the discussion
We can either .. or..
Ending We are drifting from the main subject. Can we
concentrate on the main points
You have to chart your own course. You have to make your own plans
You will be walking into a minefield You will encounter a lot of difficulties
Don’t be snappy Don’t get angry/irritated
We will have to cut corners We will have to cut down the expenses
We will first test the waters We will have to judge the situation
This is one way to overcome this

This is one way to get out of the muck
situation
Send the instructions in black and white Send the instructions in writing
He does not have head on his
He does not know what he is doing.
shoulders
He keeps abreast of his time He is an inexperienced person.
He is a total greenhorn. He follows the latest trends.
He is just a glib talker. He just makes empty promises.
He learned by rote.
He learned by mugging things up.
The book claims to be a guide to the This book contains primary knowlege
ABC of cooking. guide.
Give a detailed account of happening

Give me a run down of events.
.
Stop and ponder the issue Stop and think about it.
Please shell out some money Please contribute. BM Consultants India

Have all the pieces in place before the Organize everything before the
manager arrives. manager comes on the scene
India is biggest power in computer

India is a software superpower
software
He has fire in his belly He is a passionate and ambitious

person
Small industries sprang up

They have opened everywhere
everywhere
The management has to work in The management and workers have to

unison with the workers work together
Politics and war go hand in hand Politics and war are interlinked
I was appalled at the state of affairs I was shocked at the bad state of
here affairs.
I have toying with a couple of ideas. I have been considering two ideas
So that settles the issue. So that solves the problem
It goes over my head I don’t understand this.
We have bigger fish to fry We have important things to do.
He goofed up He committed a blunder
TELEPHONIC
COMMUNICATION
SKILLS
Professional Telephone Etiquettes
 Introductions
 Asking for someone / Making a request
 Holding and transferring
 Leaving a message
 Asking the speaker to slow down
 Write it down
 Remember your manners
Telephone Etiquette
Words 14%
Tone of Voice
86%
Customer forms a mental PICTURE of you.
 P – PITCH
 I – INFLECTION
 C – COURTESY
 T – TONE
 U - UNDERSTANDING
 R – RATE
 E - ENUNCIATION
This is Fiona.
Fiona speaking
Introducing yourself
Asking who is on the telephone
May I know whom I am speaking with?

May I ask who is calling, please?
Connecting Someone
I'll put you through.

Can you hold the line? Can
you hold on a moment?
Answering Calls
BM English. This is Ms. Fernandes. How
may I help you?
Accounting department, this is Binieka.

How may I help you?”
Acknowledgements-Suggested
responses to questions or comments
Thank you, I'll check." or "I'll see.

One moment please, I'll find out.
Leaving a Voice/Phone Message
 Phone Message should always include:
 Your name and company name
 Time and Date of call
 What the call is regarding (brief )
 If a follow up or return call is needed
 Phone number (office or home) speak SLOWLY even
repeat the phone number – include area code
Taking Phone Messages
 Phone Message should always include:
 Caller’s name and company name (if applicable)
 Time and Date of call
 What the call is regarding (if possible)
 If a follow up or return call is needed
 Phone number (office or home)
 Can I have extension 321? (extensions are internal numbers
at a company)
May/ Could I speak to...?
Is Nikhil in?
Obtaining the correct information

“Will you spell the name, please?"
"Will you repeat the number, please?"
"The correct number is 9-6-3-(pause)-5-8-7-1?"
"The corret spelling is S-H-A-Y-N-A?"
Getting Information
• Can I ask you a question?

• Can I just ask you a quick question?
Expressing support for an opinion by

invoking outside help
• The data clearly show… (using objective facts)
• The reality is… (appealing to rational thought)
• Most people I’ve talked to… (referring to others’ opinions)
• The experts have said … / most doctors would disagree … (appealing to scientific
experts)
 How to reply when someone is not available
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is
being used)
Mr Jackson isn't in... Mr Jackson is out at the
moment...
 Taking a Message
Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?
 Reports to caller
 "Mrs"I'm sorry, Mrs. Hann is out of the office, may
someone else help you."
 "Ms. Shultz is in the Trust Department, one moment
please, I'll transfer your call."
 Obtaining the caller's name

 "May I tell Mr. Snyder who is calling, please?"
 "May I say who is calling, please?"
When You Want Another Person's Number
Do you mind if I have Henry's number?“
"Do you mind asking Henry if I could have his number?"

Do you mind if you ask Henry to give me a call?"
Activity
Introduction
Listening Skills
Role Plays
Email Drafting
First, What is Business Writing?
 Business writing is workplace writing, which is

a form of technical writing.
Some Types of Workplace Writings
 Business Letters (most common – formal letter to an external recipient)
 E-mail Transmissions (A more informal business message than a business

letter that is sent electronically to one or more recipients, within or external
to the business).
 Memoranda /memorandum (A more informal style of a business letter that

is usually sent to one or more business colleagues employed within the same
business unit or company)
 Reports (financial, audit, or statistical report that identifies the specific

problem and presents collected data, research, or recommendations for the
change process (re-engineering process.)
 Contracts (binding agreements or proposals between two or more parties

that can become legal documents if they include an offer that is accepted.)
 Manuals (a written set of instructions, procedures or policies)
 PowerPoint (a soft-ware generated, visual slide show, with animation

options, that hosts a set of notes or bulleted points, an agenda, or other
information that supports a discussion).
What kind of letters would a business person
need to write as to communicate successfully in
the business world?
In-company letters:
 reports, memos
COMPANY TO COMPANY LETTERS
 the advertisement letter

 the inquiry letter
 the offer letter
 the order letter
 the complaint letter
 the letter of credit
 miscellaneous - thank-you letter
 invitation to a reception
 recommendation letter
 e-mail and fax facilities
 letter of introduction
Writing
Clear
Simple Concise
How are you going to
write it?
Here are six tips to help you improve your writing skills
1. Put important information at the
beginning
 In view of the fact that we have been delayed we will

start the partner meeting tomorrow
 We will start the meeting tomorrow as we have been

delayed......
2. Use verbs that carry meaning instead of
grammar verb phrases
 Next week, we will have to have a meeting to solve the

issues.
 Next week we should meet to solve the problem.
 Please do an invoice and send it to our lead partner.
 Please invoice our lead partner.
Use active sentences instead of the passive
voice
Your order is being processed
We are processing your order.
The delivery notes are written (by Mr Smith)

Mr Smith writes the delivery notes.
Put important information at the beginning
 In view of the fact that we have been delayed we will

start the partner meeting tomorrow
 We will start the meeting tomorrow as we have been

delayed......
Use verbs that carry meaning
instead of grammar verb phrases
 Next week, we will have to have a meeting to solve the
issues.
 Next week we should meet to solve the issues.
 Please do an invoice and send it to our lead partner.
 Please invoice our lead partner.
Avoid redundant words or phrases
 There is hotel accommodation for

400 people.
It was an unexpected surprise

when a pair of baby twins was
born at 12 midnight“.
List of 20 redundant phrases you should strive to
eliminate from your writing.
Advance notice Completely unanimous

Advance preview End result
At the present time. Extra bonus
Close proximity. Final outcome
Collaborate together Free gift
Major breakthrough. Repeat again
New beginning Serious crisis
New innovation Totally unique.
Past history Unexpected surprise.
Positive improvement Unintended mistake
Use idioms or Phrases
I completed the presentation at the last moment
I finished the presentation in the nick of time
Beware of jargon, acronyms and
institutional language
 This is a capitalisation project.

 The aim is to mainstream these ideas
into regional policy initiatives.
 The project priorities have been agreed
by regional actors.
Six important principles
1. Use shorter simple words.
2. Put important information at the beginning.
3. Use verbs that carry meaning.
4. Use active verbs and sentences.
5. Avoid redundant words and phrases.
6. Avoid jargon and institutional language.
Salutation
Formal Semi- Formal Informal
Dear Shano,
•Dear Mr. Bhatia, Dear + Relation
•Dear Sir or Madam: Dear + Relation + name
•Dear Ms Mane
•Dear Madam
•Dear Mrs. Shah,
•Dear Sir,
•Dear Frederick Hanson:
•Dear All
•Dear Editor-in-Chief:
•To Whom It May Concern
•Dear Valued Customer
First Paragraph
I'm writing to enquire/inform/ask/remind/ about...
I'm interested in the job opening posted on your
company website.
We'd like to invite you to a members only luncheon on
April 5th.
Second Paragraph
 The main body
 Description of your matter
Final Paragraph
I look forward to...
Please respond at your earliest convenience.
Enclosed you will find...
Feel free to contact me by phone or email.
Closing
 Yours truly,
 Yours sincerely,
 Best of luck
 Warm regards,
Memo…
Meaning Of Memos
 A Memo is a communication, which can be
used to issue instruction or announce policy
changes or to certain important points or
decision.
Memo…
Purpose Of Memos
 Write to your subordinates, supervisor
 To Inform of decision, action.
 To request decision, action.
 To provide information of any kind.
 To remind someone of action which is
required.
Memo…
Memos Can BE Presented

in Two-way Format.
1.Fully Block Format.
2.Semi Block Format.
Difference between
semi block & fully block memo
NAME OF THE COMPANY NAME OF COMPANY
INTEROFFICE MEMORANDUM INTER OFFICE MEMORANDUM
Date:
TO: REFERENCE:
Reference:
To: FROM: DATE:
From:
Subject: ……………………………………………….. SUBJECT:………..……

…………………………………………………………………… …………………………………………………………………
……………………………………………………………… ….……………………………………………………………
………………………….. …………
NAME NAME
Signature
SIGNATURE
Enclose:
Memo…
There Are Three most

Important Components
1. Heading
2. Reference, Date and Subject
3. Message (Body)
4. E-Memo
Memo…
E-Memos
Thank you

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November 1, 2014

Business English Phrases

Win the Frame!

Business English Phrases

How to refuse an invitation politely?

• I hope you feel better soon.

I am very sorry, but I am running

 Yes, it’s a great idea. I agree.

 I’m sorry, but I have to learn.

Listen, I’ve just seen (Name) over

Expressions for making complaints

I’d like to complain about …

My condolences to you and your family.

I'm really sorry to hear about your loss,

Well, I suppose we should make a start.

Put forward plans and proposals

I would like to put forward a proposal that …

Which Is the Best Communication?

Business English Phrases

Do your best and good

Meeting Language Many thanks for your participation. It

Asking for opinion I agree. I totally agree

Making an opinion Why don’t we instead

Don’t be snappy Don’t get angry/irritated

This is one way to overcome this

He keeps abreast of his time He is an inexperienced person.

He is a total greenhorn. He follows the latest trends.

He is just a glib talker. He just makes empty promises.

Give a detailed account of happening

Please shell out some money Please contribute. BM Consultants India

India is biggest power in computer

He has fire in his belly He is a passionate and ambitious

Small industries sprang up

The management has to work in The management and workers have to

It goes over my head I don’t understand this.

We have bigger fish to fry We have important things to do.

He goofed up He committed a blunder

May I know whom I am speaking with?

I'll put you through.

Accounting department, this is Binieka.

Thank you, I'll check." or "I'll see.

Obtaining the correct information

• Can I ask you a question?

Expressing support for an opinion by

 Obtaining the caller's name

Do you mind if I have Henry's number?“

"Do you mind asking Henry if I could have his number?"

Business English Phrases

 Business writing is workplace writing, which is

 E-mail Transmissions (A more informal business message than a business

 Memoranda /memorandum (A more informal style of a business letter that

 Reports (financial, audit, or statistical report that identifies the specific

 Contracts (binding agreements or proposals between two or more parties

 Manuals (a written set of instructions, procedures or policies)

 PowerPoint (a soft-ware generated, visual slide show, with animation

 the advertisement letter

 In view of the fact that we have been delayed we will

 We will start the meeting tomorrow as we have been

 Next week, we will have to have a meeting to solve the

We are processing your order.

The delivery notes are written (by Mr Smith)

 In view of the fact that we have been delayed we will