Unit II – Fluency and Etiquette

Key Areas Covered:

[Link] sentences and words
[Link] of persuading words
[Link] and voice modulation
[Link] vocabulary
Language Fluency
Importance in the Business World:
Cross-cultural communication is
essential in modern workplaces.
Fluency and etiquette enhance
professional communication and job
prospects.
These skills are crucial for building a
strong portfolio.
Objective of the Chapter:
Understand the meaning and
importance of language fluency.
Learn how to achieve fluency in real-
life communication.
Definition of Language Fluency:
Fluency is the ability to speak a
language comfortably, even without
perfectly structured grammar.
It is different from language
proficiency, which focuses on
grammar, sentence formation, and
accuracy.
What is Language Fluency?
The word ‘fluent’ comes from Latin
‘fluentem’, meaning ‘free-flowing’.
Fluency is the ability to express ideas
clearly and smoothly, without
obstacles.
Defined as:
“An ability of an individual to
communicate effectively and clearly
without hesitation.”
What does it mean to be fluent in a
language?
A fluent person can use language
effortlessly and without hesitation.
Some minor errors may occur, but the
person communicates ideas clearly
and correctly.
L1 (First Language) fluency is natural,
while L2 (Second Language) fluency
(like English for many) is learned and
crucial for global communication.
Why is English fluency important?
Not mandatory for communication,
but highly beneficial.
Even mild English proficiency allows
communication with native speakers.
Fluent English improves job
opportunities and corporate
communication.
English is the global language of
business, trade, and the internet.
Most multinational companies operate
in English, especially in English-
speaking countries.
How to achieve English fluency?
Follow the CEFR (Common European
Framework of Reference).
It offers six levels of fluency, used to
evaluate and assess language skills.
The Six Levels of Language Fluency
(CEFR):
All fluency levels are progressive and
help identify where a learner stands
and how to improve.
Fluency in Corporate Jobs
Often required under “business level
fluency.”
Indicates the candidate can run
business in English without needing a
native speaker.
Essential for corresponding with staff,
clients, and global teams.
Tips for Professionals:
Always include your language fluency
level in resumes (under skills or
additional info).
Be concise but clear, especially in a
multilingual country like India.
Employers usually expect a minimum
of Level 3 (Professional Working
Fluency).
0–5 Scale of Language Fluency
Language Etiquettes
What are Etiquettes?
Customs or rules that guide polite
behaviour in society.
Help maintain social and professional
harmony.k
Types of Etiquette:
Social Etiquettes – Based on cultural
norms (e.g., Indian vs. Western).
Corporate/Professional Etiquettes –
Behavior expected in workplace.
Business Etiquettes – Conducting
business in an ethical/professional
way.
Table Etiquettes – Dining manners
(e.g., not speaking with a full mouth).
Telephone Etiquettes – Professional
phone behavior (e.g., clear tone, no
loud talking).
Linguistic Etiquettes – Respectful
language use in professional settings.
Conclusion
Fluency and etiquette are essential for
career success.
Fluency helps express thoughts
clearly.
Etiquette ensures respect and
professionalism.
Both are interconnected and
necessary to become a successful
professional.
Linguistic Etiquettes
Definition:
System of norms and polite speech
behavior ensuring effective and
correct language use in
communication.
Importance:
Helps build a professional image.
Reflects one’s verbal and non-verbal
communication skills.
Observed in social, educational, and
workplace settings.
Aspects of Language Etiquette:
Relevance
Literacy
Accuracy
Fluency
Correct attitude
Speech expressiveness
Tone and politeness
Corporate Language Etiquettes
Introduction:
Mention name, role, and company.
Greet appropriately (e.g., handshake
in the West, “Namaste” in India).
Show awareness of cultural norms.
Use Title:
Be polite when using names; use titles
like Mr., Ms., Dr. when appropriate.
Avoid repeating names unless needed.
Body Language:
Maintain eye contact and good
posture.
Smile, acknowledge, and maintain
proper distance.
Avoid fidgeting, shouting, or speaking
too fast.
Professional Tone:
Be polite and professional in all
communications (face-to-face, phone,
email).
Use open-ended questions to keep the
conversation going.
Avoid abusive or casual words.
Proper Grammar:
Use correct spelling, punctuation, and
sentence structure.
Avoid slang, emojis, and casual
language.
Use proofreading tools.
Social Behaviour:
Avoid mobile usage and distractions in
meetings.
Silence phones and refrain from
personal conversations during official
time.
Polite Sentences and Words
Politeness Strategies:
Express concern for others.
Minimize threats to others’ self-
esteem.
Promote friendliness and harmony.
Examples:
Use of honorifics (Mr., Ms., Sir,
Madam, etc.)
Use of softeners: “please,” “could
you,” “may I”
Tips for Profession (Honorifics):
In Hindi: Use “Ji” – e.g., Mahatmaji
In Marathi: “Rao”
In Kannada: “Avaru”
In Telugu: “Garu”
Types of Politeness Strategies:
On Record Strategy – Direct and clear.
Positive Politeness – Shows
friendliness.
Negative Politeness – Respects
personal space.
Off-Record Strategy –
Indirect speech using hints or
implications.
Example: Using metaphors, irony, or
vague statements.
Importance of Politeness
Helps maintain good workplace
communication.
Avoids embarrassment or humiliation.
Maintains a positive “Face” (self-
image).
Polite Phrases for Corporate
Environment
Meeting People for the First Time
“I am (Your Name).”
“It’s so nice to finally meet you.”
“You must be (Name).”
“Here’s my business card.”
Small Talk at the Beginning of a
Meeting
“Did you have any trouble finding the
location?”
“How was your journey/flight?”
“Is this your first time here?”
“Lovely day / Horrible weather today,
isn’t it?”
Transition Phrases (Moving Between
Topics)
“Well then,…” / “Okay then,…” /
“Anyway,…” / “Right then,…”
Saying Something Nice About the
Small Talk
“…I’d love to chat more, but…”
“…you must tell me more later, but…”
“…it’s been lovely to catch up, but…”
Giving a Reason for Ending Small Talk
“We have a lot to get through today,
so…”
“I have another meeting at 11, so…”
Getting Down to Business
“Let’s get down to business.”
“I think we should make a start.”
Making Suggestions Politely
“…if you don’t mind.” / “…if that’s
okay with you.”
Responding to Starting the Meeting
“Of course.” / “Sure.” / “Let’s.”
Beginning a Meeting Politely
“Thanks for coming today (so early/in
this weather).”
Talking About the Agenda
“Does everyone have a copy of the
agenda?”
Introducing the Topic
“As you know,…”
“As I wrote in my email,…”
“The main reason for this meeting
is…”
Asking for Ideas or Opinions
“Do you have any thoughts on this?”
“What do you think about this?”
Expressing Strong Opinions
“I really think…”
“I strongly believe…”
“I am 100% certain that…”
Giving Weak Opinions
“I’m no expert on this, but…”
“I would guess…”
“I would imagine…”
“I would guess…”
“I would imagine…”
Polite Phrases and Corporate
Communication – Part 2
Expressing Opinions
“This is only my opinion, but…”
“I would probably say that…”
“In my limited experience, …”
Agreeing and Disagreeing
Strongly Agreeing
“I totally agree.”
“You’re exactly right!”
“I feel exactly the same way.”
Weakly/Reluctantly Agreeing
“You might be right.”
“I suppose you’re right.”
Strongly Disagreeing
“I’m sorry but I really don’t agree.”
“I must disagree.”
Politely Disagreeing
“I’m afraid I don’t really agree.”
“That’s a good point, but…”
Making Suggestions (Brainstorming)
“I would suggest/ recommend/
advise…”
“My main suggestion would be…”
“We should probably consider…”
Asking for Evidence or Support
“What makes you say that?”
Handling Interruptions
Interrupting Politely
“Sorry to interrupt, but…”
“Can I come here for a moment?”
Allowing someone to Speak
“Of course, please go ahead.”
Stopping Someone from Interrupting
“Sorry, can I just finish this one point
first?”
Managing the Discussion
Getting Back on Track
“Now, where were we?”
“As I was saying…”
Making Requests
“Could you possibly give me a hand
with…?”
Checking/Clarifying Communication
“Sorry, what do you mean by…?”
“So, in other words, what you’re
saying is…”
Reaching Agreements
“Maybe we can decide this with a
show of hands.”
“Can anyone suggest a possible
compromise?”
Delaying Decisions
“Maybe we can continue this
discussion later.”
“Maybe we should sleep on this and
try again next week.”
Changing Topics
“Let’s move on to the next point.”
“Let’s turn our attention to…”
Ending the Meeting
Checking Agreement
“Are we all agreed?”
Summarising
“So, to summarise our discussion, …”
Checking If Anything More to Discuss
“Is there anything else we need to
discuss?”
Finishing Smoothly
“Thanks everyone for your time and
contributions.”
Finishing the Meeting
Phrases to Finish
“Anyway, I’m afraid I have another
meeting soon…”
“Shall we call it a day if that’s okay?”
“I’d like to be able to discuss this
more, but I have to leave now.”
Bringing the Meeting to a Close
“Let’s call it a day / wrap it up.”
“Shall we?”
Friendly Language at End of Meeting
“Thanks, that was very
useful/productive.”
“Thanks for (all) your great
contributions/ideas.”
“Thanks for making the time to meet
us.”
“Thanks for inviting us.”
“It was great to see you again.”
“Have a good weekend/safe journey.”
Talking About Future Contact
“I look forward to seeing you again
soon.”
Good Small Talk Questions at the End
“Do you have to go straight back to
your office?”
“Are you finished for today?”
“Any plans for the weekend?”
Exercise
Perform a corporate role play using
the phrases mentioned.
Listen to British Council Audios for
proper pronunciation.
Use of Persuading Words
In English, verbs act like a miracle in
business communication!
Here are some persuasive verbs you
can use:
Intonation and Voice Modulation

Modulation = Changing tone, pitch,

or loudness of voice.
Helps make communication effective
and lively.
Intonation = Rise and fall of voice that
expresses emotions.
Important for:
Emphasizing key points.
Conveying emotions (serious, friendly,
urgent, etc.).
Keeping the audience engaged.
Tip:
Speak louder or softer, faster or
slower based on what you want to
emphasize!
Voice Modulation and Vocabulary
Development – Notes
Elements of Voice Modulation
Volume (Loudness)
Speak loudly enough to be heard
clearly, but avoid shouting.
Balance between loud and soft voice
is important.
Pitch (Rise and Fall)
Vary your voice between high and low
tones.
Stress important keywords to sound
impressive.
Pace (Rate)
Adjust the speed of speaking to help
the listener understand.
Avoid speaking too fast or too slow;
maintain interest.
Pause (Silence)
Use short pauses effectively to:
Ask/answer questions
Let ideas sink in
Reference important points
Pauses enhance, not slow down the
speech.
Resonance (Timbre)
Quality of voice resulting from sound
vibrations in the throat, oral, and
nasal cavities.
Good resonance improves voice
clarity.
Intonation
Intonation = Rise and fall of the voice
while speaking.
3 Main patterns:
Falling Intonation
Voice falls at the end of a sentence.
Used in wh-questions and statements.
Example:
Where is the nearest Post-office?
 I think we are completely lost.
Rising Intonation
Voice rises at the end of a sentence.
Common in Yes/No questions.
Example:
Are you hungry?
Fall-rise Intonation
Voice falls and then rises.
Used when uncertain.
Example:
I don’t support any IPL team now
(but I may change my opinion).
Exercise for Intonation
Practice reading sentences by
stressing different underlined words.
(Example: “I told you he murdered the
gardener.”)
Developing Vocabulary
Vocabulary = Using the right words
effectively and correctly.
How to Build Vocabulary
[Link] a Reading Habit
Read newspapers, articles, and books
regularly.
[Link] the Dictionary and Thesaurus
Learn synonyms, antonyms, and
meanings properly.
[Link] Word Games
Games like Scrabble, Boggle,
Pictionary help expand vocabulary.
[Link] Flashcards
Study new words daily using
flashcards (digital or paper).
[Link] to Online Feeds
Follow apps, websites, or newsletters
that teach new words.
[Link] Mnemonics
Create memory tricks to remember
word meanings.
(Example: ARTHAMATICA → A Rat In
The House May Eat The Ice Cream)
[Link] in Conversation
Use new words in real conversations
to remember them better.
Vocabulary Building Exercises
Exercise 1: Previewing in Context
.Select 5–6 words from a chapter or
selection.
.Locate the page where each word
appears.
.Read the word in context and guess
its meaning.
.write down your guess for each word.
.Discuss with the class and finalize the
correct meaning based on the context.
Exercise 2: Self-Collection
[Link] interesting words from
different sources (preferably outside
schoolbooks).
[Link] the context where each
word is used.
[Link] the word using:
Context
Word parts (prefix, suffix, root)
Dictionary definitions