Unit 4 Solving Problems

Inglês no trabalho: atendimento a estrangeiros
Unit 4 - Solving problems

4.1 Making and receiving phone calls

Watch the following dialogue from The Office:
https://www.youtube.com/watch?v=qHrN5Mf5sgo
What problems do you see in this interaction?
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How could we improve this phone call? In pairs, propose a dialogue simulating an appropriate
phone interaction based on your previous knowledge.
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Let’s take a look at common structures that might be useful when answering phone calls in
English.
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Greetings: Connecting someone:

Good morning/ Good afternoon/ Good One moment please. I'll see if she's available.
evening Hold the line please. I'll put you through in a
Hello moment.
Susan speaking, how may I help you? Please hold while I put you through to the
Who's calling, please? manager's office.
May I know who's calling, please?
Making a request: Taking a message:

Could you please repeat that? Can I take a message?
Would you mind spelling that for me? Would you like to leave a message?
Could you speak up a little, please? I'm sorry, but Lisa's not here at the moment.
Can you speak a little slower, please. Can I take a message?
Could you let me know when she'll be in the I'm afraid he's stepped out. Would you like to
office, please? leave a message?
Would you mind calling back in an hour? I'm in She's busy right now. Would you like her to
a meeting just now. return your call?
Can you call again? I think we have a bad Fine. I'll let her know you called.
connection. I'll make sure she gets your message.
Please hold for just a minute. I have another
call.
Leaving a message: Ending a conversation:

Can I leave a message? Thank you for calling. Bye.
Would you mind giving her a message? Have a nice day.
Would it be possible to leave a message?
Could you tell her Jonathon called?

Could you ask him to call Paul when he gets Adapted from:
in? https://www.englishclub.com/speaking/telephone-phrases.htm
Now that you are aware of some common expressions used in phone calls, how would you
rebuild the dialogue you proposed?
What do you usually solve by telephone? Create a new dialogue simulating a common problem
or issue you face in the office.
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While answering and receiving phone calls in English keep in mind the basic steps of phone
etiquette:

From: https://www.thebalancesmb.com/how-to-answer-the-phone-properly-2947153
Focusing on grammar
Take a look at the following sentences, why do personal pronouns change in those sentences?
May I know who's calling, please? Would you mind spelling that for me?
I'll see if she's available. I'll let her know you called.
We have two types of personal pronouns in English: subject and object pronouns and their use
vary according to the syntactic position they fill.
Subject - grammar : a noun, noun phrase, or pronoun that performs the action of a verb in a
sentence. In English, the subject goes before the verb and the object comes after.

Object - grammar : a noun, noun phrase, or pronoun that receives the action of a verb or
completes the meaning of a preposition.
Definition by: www.merriam-webster.com
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Subject pronouns Object pronouns

I’m sorry but Lisa is not here at the moment. Please, let me know if you need anything else.
Can you call me back in five minutes? I will put you through in a moment.
She is attending a meeting right now. Would you like her to return your call?
He is not available at the moment. I will let him know you called.
His number? It is 999 5439. The telephone is not working. Who broke it?
We will call you back as soon as possible. Can you call us back tomorrow?
They are out of the office. I will give them your message.
Let’s practice? How would you fill the blanks? Choose the appropriate pronoun.
1) Who is that woman? Why are you looking at __________?
2) ‘Do you know that man?’ ‘Yes, I work with ________.’
3) Where are the tickets? I can’t find ___________.
4) I can’t find my keys. Where are ________?
5) We’re going out. You can come with ________.
6) Margaret likes music. ________ plays the piano.
7) I don’t like dogs. I’m afraid of ________.
8) I’m talking to you. Please listen to _______.
9) Where is Ann? I want to talk to _______.
10) My brother has a new job. ________ doesn’t like ______ very much.
From: Murphy, Raymond. Essential grammar in use. Second edition. Cambridge press.
Over to you
Use the information below to pass on messages to your classmates.
The director want you to pay the client

Mr. Lang would like the lawyer to set a new date
My boss ask the accountant to sign the contract
The engineer need us to pick (someone) up
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4.2 Writing an email

Emails are usually written to exchange information with someone else. The writer
needs to be acutely aware of both the receiver of the message and the nature of the
email he or she is sending.
➔ You need to be aware of the nature of your email so you can adjust the language
you’re using. For example, if you’re aware that what you’re asking for might be
seen as a bother to the receiver, then you’ll know you’ll need to be more polite
and maybe use a language that is more indirect.
➔ Most importantly, you need to be aware of the nature of the relationship you have
with the person you’re sending the email to so you can greet and close the email
accordingly to the level of formality expected (Is that person your friend? Your
boss? A work colleague?). For example, if you’re writing to a friend you might use
Hi! or just the person’s first name. But if you’re writing to your Professor, then you
might want to start your email with Dear Professor.

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Structure
When writing an email, keep in mind that most people are busy and only check
their inbox through their smartphones. So make sure your academic and business emails
are as direct and concise as possible, and don’t forget to divide your text into
paragraphs. Always have these tips in mind:
➔ Emails are easier to read if the writer uses paragraphs;

➔ A paragraph in an email is often only two or three sentences long;
➔ When you start writing about a new topic, you should start a new paragraph.
In general, personal emails are not so common, and you don’t need to be so
concise. You can write a good, complete email regarding most subject matters using a 5
paragraph structure. Take a look at the email below:
Hello Dmitri,
Paragraph 1
How is life? I haven't seen you for a long me. How are your
Gree ng
children?
I'm wri ng with some good news – my wife is having a baby next
Paragraph 2
month. We think it's going to be a girl, and we're very excited. But
Reason for wri ng
I also wanted to ask you something!
You told me you have lots of baby clothes. Do you think I could
Paragraph 3
borrow some for my baby? I've looked in the shops, and new baby
Request
clothes are so expensive… Could you let me know if this is OK?
Paragraph 4
By the way, I've also started a new job. It's going really well!
Other news
Anyway, I look forward to hearing from you soon. Give my best
Paragraph 5
wishes to your wife and family.
'look forward to' and
Regards,
ending
George

You can basically divide an email into 3 parts:
1) Greeting (paragraph 1)

2) Body (paragraphs 2 - 4)
3) Closing (paragraph 5)
We’ll see each of these parts in detail throughout the course.
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2. Which of the emails below can be considered:
a) An informal work email
b) An informal email to a friend
c) A formal work email
d) An informal email to colleagues
e) A formal academic email

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3. Select the correct information about emails to professors. Your email should:

( ) have an informative subject line
( ) be concise
( ) be formal: Dear Dr. Smith; Sincerely, full name
( ) if making a request, be clear and demanding
( ) not use Mrs.
( ) not contain slangs, abbreviations, or emoticons

if applying for an opening:
( ) address any qualifications the professor is looking for
( ) demonstrate your experience
( ) write down a complete résumé in the message

if asking for a research opportunity:
( ) specifically state your interest in that research group (you need to read the
professor's website)
( ) explain why research is important for your goals
( ) ask to schedule a meeting or say that you will be coming to office hours
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Greeting and closing

1) Match the opening greetings with the most suitable close:
a. Dear Sir d. Dear Dr. Baltimore
- Yours faithfully - Yours sincerely
- All the best - Best wishes

b. Frank e. Hello everyone
- Best regards - Yours faithfully
- Yours sincerely - Regards

c. Hi Brenda
- With very best regards
- See you

2) Choose the phrase from each pair which is more informal.
a. - Hi Brian! b. - I would like to invite you to visit

- Dear Brian, our office.
- Come and visit our office.
c. - Yours sincerely, d. - Please confirm that you can

- Regards, attend.
- Let me know if you can come.
e. - No problem. f. - Thanks for the dinner.

- There is no problem. - I would like to thank you for
dinner.
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4.3 Body of the email: academic

INTRODUCING YOURSELF
Don’t forget to introduce yourself at the beginning of the email if you are writing to
someone that might not recognize your address. That is important especially in academic
e-mails because Professors usually receive dozens of emails from students a day.
Examples:
➔ My name is Daniel Souza and I am in your Physics class.

➔ My name is Jessica Silva and I was a student in your British Literature class in the
first/second semester of 2016.
Your turn!
How would you introduce yourself to a Professor in an email?
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STATING THE PURPOSE OF THE EMAIL: QUESTIONS

One of the main reasons students get in contact with Professors via email is to ask
questions about something related to class: reading assignments, a specific topic you
didn’t understand, a research paper, etc. However, the way you do that in English is
different from the way it is done in Brazilian Portuguese.

Example: you didn’t understand the content (the laws of thermodynamics) taught in your
previous class.
You will write: I am having trouble understanding the laws of thermodynamics you
explained last class or I have a question about the laws of thermodynamics that you
explained last class.

You CANNOT say “I have a doubt about the laws of thermodynamics”.
The noun "doubt" is usually used in expressions such as "to be in doubt", “to have no
doubt", "without a doubt", "without doubt", "beyond a shadow of a doubt", " I have my
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doubts about", etc. But not "I have a doubt about . . .".
Read the email below:
Your turn!
You are having trouble understanding a topic that was explained in your previous class.
Write a short email to a Professor explaining the situation and asking to meet during
his/her office hours.

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STATING THE PURPOSE OF THE EMAIL: ASKING FOR A RECOMMENDATION LETTER
With your teacher, discuss the following questions:
1) What is a recommendation letter?

2) Have you ever had to ask for one?
3) How would you ask for a recommendation letter in an email?
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Read the email below where Christina asks Professor Murphy for a recommendation
letter. Notice how she makes an effort to be very polite and respectful to the receiver. In
pairs, discuss the strategies she used to be more polite.

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STATING THE PURPOSE OF THE EMAIL: ASKING TO MEET FOR GENERAL CONVERSATION
In pairs, discuss the following questions:
1) Why would a student need to meet with a Professor for a conversation?

2) Have you ever met with a Professor for a general conversation? Share your
experience with your partner.
3) How would you ask a Professor to meet for a conversation via email?
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Read the email below where Isabela asks professor O’Malley to meet for a general
conversation. What are the strategies she uses to make her email more polite?

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4.4 Body of the email: Attaching files

It is very common to send files in your emails. It is called “attaching files”. When we
do so, we need to let the receiver know what we are sending in the body of the email.
Look at the sentences below:
➔ I am attaching my CV for your consideration.
➔ I am sending you the research paper as an attachment.
➔ Please find attached the file you requested.
➔ Please see the statement attached.

Your turn!
Yesterday you met an exchange student that goes to your University. His name is Mark
Watson and he has just arrived from Australia and still doesn’t know how to walk around
campus. You said you would send him a map via email. Write the email below.

From : you (you@emailaddress.com)
To : Mark (markwatson@university.com)
Subject : _______________________________________________________________________________________________________

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4.5 Body of the email: Prepositions

1) Choose the correct preposition for the gaps in the email below.

From: Raj (raj.kumar@stancliffschool.org.uk)
To: Victor Obinna (victor1997@yesmail.ng)
Subject: RE: pictures from my school

Hello Victor,
Thanks for sending me the pictures of your school and your friends. My school in
England is very different! I want to ask you about your school. Here are my questions.

1.1) I play volleyball in the school team. What sports are you good ______?
a) in
b) with
c) at

1.2) I hate Physics but I love English. What subjects are you interested ______?
a) in
b) to
c) on

1.3) In IT, we're learning how to make a website. At your school, what are you
learning ______?
a) about
b) on
c) at

1.4) My sister and I walk to school together every day. Who do you go to school
______?
a) to
b) from
c) with

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1.5) My apartment is by a road with lots of cars. What is your home ______?
a) next to
b) out of
c) away from

Can you let me know?
Bye for now! Raj

2) Complete the sentences with a preposition.
E.g.: Could we meet around three p.m. tomorrow?

a) I would like _____ know more information.
b) My apologies ________ missing the last class.
c) Therefore, it is important that you turn ______ all of the missing assignments.
d) Our next meeting will be _____ Friday the 13th.
e) My partner and I were wondering if we could talk to you ______ the project.
f) I have an appointment _____ that time, could we reschedule?
g) If you have any questions _____ the material, please let me know.
h) As a reminder, please leave your time card ____ my desk.

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4.6 Body of the email: Being polite using would and could
Would is used when we imagine a situation or action:
➔ It would be nice to buy a new car, but we can’t afford it.

➔ I’d love to live by the sea. (= I would love to live by the sea).
We can use would in emails to be more indirect and polite to the person we are writing
to.
Could is the past of can, and it is used to denote ability.
➔ Listen. I can hear something. (now)

➔ I listened. I could hear something. (past)
Could is also used to talk about possible actions now or in the future (especially to make
suggestions):
A: What shall we do tonight?
B: We could go to the cinema.
We can also use could in emails to be more polite.
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★ WOULD vs COULD
In making a request, would is slightly more polite than could, but this is just a small
distinction. Questions that start with either could or would are both polite ways to make
requests.
However... → Could and would are related, but they mean different things. Could
expresses possibility, while would expresses certainty and intent. Look at the sentences
below. Can you tell the difference between them?
➔ In high school, I could do my homework on the bus.

➔ In high school, I would do my homework on the bus.
★ WRITING TASK
Write an email to Professor Stark with the following information:
● You missed last class and need the text that was given in that class;
○ Don’t forget to explain why you had to miss that class and apologize for it;
● You intend to apply for a University abroad and need a recommendation letter.
Don’t forget to write a subject line for your e-mail!
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From : you (you@emailaddress.com)

To : Professor Stark (professorstark@university.com)
Subject : _______________________________________________________________________________________________________

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Grammar practice

1) Put the correct form, -ing or infinitive, in these sentences.
E.g.: Please share (share) the power point with the class.
1. My client would like you to _______ (know) that they are vegetarian.
2. I was __________ (hope) that we could meet in person.
3. While I was ________ (read) my emails, I noticed your request.
4. I am _________ (attach) the required document to this e-mail.
5. Please let me ________ (know) if the bill does not look correct.
6. They are _______ (have) trouble completing my request, could you send
it to me?
7. We are not able to ________ (grant) access to your account at this time.
8. If you have any questions, feel free to _________ (write) back.

2) Fill in the blank to complete the sentence. (There are many possible answers)

Example: I was just wondering if you could send me the report.

a) My apologies, ______________________________________________________.

b) You have not attached ________________________________________________.

c) __________________________________ if we could meet during your office hours.

d) Don’t hesitate to ask questions if _________________________________________.

e) I am forwarding this email to _____________because ________________________.

f) Unfortunately, ______________________________________due to the snowstorm.

g) Congratulations! You have been _________________________________________.

h) Let’s schedule _______________________________________________________.

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3) Mark the sentences T (true) or F (false).

a) ( ) Business and Academic emails are completely different.
b) ( ) The subject line should be brief.
c) ( ) It is not necessary to use the names of the professors, only the title is
enough.
d) ( ) Academic emails should be responded right away by professors and
students.
e) ( ) Make your message fun by using the following: LOL, LUV, 4U, BRB, SUP, etc.
f) ( ) Proofread your email before sending it.
g) ( ) Be careful with the tone of the message.
h) ( ) “Can I solve the problem in one single email?” should be asked before
sending your message.

When is an email NOT appropriate?

Watch the following video on YouTube in which Aletha Duchene, an

English Teacher Assistant in Brazil, talks about it. Which topics
below does she mention?
https://www.youtube.com/watch?v=JttIlYyzNhA

( ) bad internet connection
( ) length of the message
( ) privacy
( ) type of font used
( ) tone of the message
( ) lack of grammatical skills
( ) using different languages
( ) feedback issues

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Important questions to consider before sending an email:
➔ Is an email the best way to address this issue?
➔ Is my message going to be perceived as something important or not?
➔ What is the amount of messages this professor gets on a daily basis? What will
make him/her read it?
➔ Have I considered the audience of my message? Is it too formal or informal?
➔ What have I done to make my message clear? Are the ideas separate in
paragraphs? Are dates and important information highlighted?
➔ Have I considered my audience’s previous knowledge about the issue being
addressed?
➔ Have I double-checked if attachments can be opened?

4) Below we have some points to check before sending an email. Match the numbers
1-6 to the letters a-f.
1) Formality
2) Cohesion/coherence
3) Punctuation
4) Spelling
5) Appropriate greeting or sign-off
6) Inappropriate use of capital letters

a) I was not able to open the attachment. Could you resend it? ______
b) Please, send me the feedback AS SOON AS POSSIBLE!!!!!!!!!!!! ______
c) Dear Mrs Schneider, ______
d) Thanks, prof. I’m down, let’s do it! ______
e) This is Jonathan Segan. I am from your Statistics Class 105. I am sorry for missing
last class. I had an emergency. I needed to attend it. Family issues. I was
wondering if you might be able to give me notes for the material I missed. ______
f) Hey Mr Hiroshi, ______
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5) Rewrite each informal phrase with a polite formal statement.

Example: But. . . → However,

a) Send the materials, pleeeeaaaaase.
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b) Hey girl, [To your female professor]
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c) I’m gonna be late for the meeting.
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d) Dear unknown person receiving this,
_______________________________________________________________
e) I’m sorry for…
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f) Bye,
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g) I want…
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h) You got into our fancy program.
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i) I’m busy…
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USEFUL PHRASES:
Apologizing
I would like to apologize for the delay.
Giving good/bad news
I am pleased to inform you that…
I regret to inform you that…
Making a request
We would be grateful if you could (send/forward us the document).
Responding to a request
We would be happy to (send/pass on the document that you requested).
I am afraid we are unable to (send/forward the document that you requested).
Complaining
I am writing to complain about…

I would like to file a complaint.
I would like to discuss...
Responding to an invitation
We would be very happy to come to…
I am afraid I am unable to attend.

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WRITING TASKS

1) Write an email to a professor asking for research opportunities in your field.
Subject: ________________________________________________________

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2) Write an apology email to a professor, for instance, for having missed a research
group meeting. Try to think about what would be a good excuse in such a
situation.
Subject: ________________________________________________________

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From: Davies, Mark. (2008-) The Corpus of Contemporary American English (COCA): 520 million words,
1990-present. Available online at http://corpus.byu.edu/coca/.
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Unit 4 Solving Problems

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Unit 4 Solving Problems

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Inglês no trabalho: atendimento a estrangeiros

Unit 4 - Solving problems

Watch the following dialogue from The Oﬃce:

What problems do you see in this interaction?

Greetings: Connecting someone:

Making a request: Taking a message:

Leaving a message: Ending a conversation:

Subject pronouns Object pronouns

1) Who is that woman? Why are you looking at __________?

2) ‘Do you know that man?’ ‘Yes, I work with ________.’

3) Where are the tickets? I can’t ﬁnd ___________.

4) I can’t ﬁnd my keys. Where are ________?

5) We’re going out. You can come with ________.

6) Margaret likes music. ________ plays the piano.

7) I don’t like dogs. I’m afraid of ________.

8) I’m talking to you. Please listen to _______.

9) Where is Ann? I want to talk to _______.

The director want you to pay the client

4.2 Writing an email

➔ Emails are easier to read if the writer uses paragraphs;

1) Greeting (paragraph 1)

Greeting and closing

a. Dear Sir d. Dear Dr. Baltimore

- Yours faithfully - Yours sincerely

- All the best - Best wishes

- Best regards - Yours faithfully

- Yours sincerely - Regards

- With very best regards

a. - Hi Brian! b. - I would like to invite you to visit

c. - Yours sincerely, d. - Please conﬁrm that you can

e. - No problem. f. - Thanks for the dinner.

4.3 Body of the email: academic

➔ My name is Daniel Souza and I am in your Physics class.

How would you introduce yourself to a Professor in an email?

STATING THE PURPOSE OF THE EMAIL: QUESTIONS

Read the email below:

STATING THE PURPOSE OF THE EMAIL: ASKING FOR A RECOMMENDATION LETTER

With your teacher, discuss the following questions:

1) What is a recommendation letter?

In pairs, discuss the following questions:

1) Why would a student need to meet with a Professor for a conversation?

4.4 Body of the email: Attaching ﬁles

4.5 Body of the email: Prepositions

➔ It would be nice to buy a new car, but we can’t aﬀord it.

Could is the past of can, and it is used to denote ability.

➔ Listen. I can hear something. (now)

A: What shall we do tonight?

B: We could go to the cinema.

We can also use could in emails to be more polite.

➔ In high school, I could do my homework on the bus.

Write an email to Professor Stark with the following information:

Don’t forget to write a subject line for your e-mail!

From : you (you@emailaddress.com)

When is an email NOT appropriate?

Watch the following video on YouTube in which Aletha Duchene, an

5) Rewrite each informal phrase with a polite formal statement.

I would like to apologize for the delay.

Giving good/bad news

I am pleased to inform you that…

I regret to inform you that…

We would be grateful if you could (send/forward us the document).

We would be happy to (send/pass on the document that you requested).

I am afraid we are unable to (send/forward the document that you requested).

I am writing to complain about…