COMMUNICATION

IN ENGLISH – PART
ONE
YOU NEVER GET A SECOND CHANCE TO MAKE A
FIRST IMPRESSION
SMALL TALK
THE SUBTLE ART OF WINNING SOMEONE OVER
1) MAKE SURE YOU’RE IN A POSITIVE FRAME OF MIND
2) DECIDE WHO YOUR TARGET AUDIENCE IS
3) MAKE A GAME OUT OF IT TO HELP REDUCE THE STRESS
4) TAKE RESPONSIBILITY FOR MEETING OTHERS
5) DON’T BE A SIDEKICK

6) HAVE YOUR ‘GO-TO’ QUESTIONS READY

7) BE INTERESTED
8) BE YOURSELF
9) DO YOUR RESEARCH BEFOREHAND
10) DON’T TAKE YOURSELF TOO SERIOUSLY
 INTRODUCING SMALL
TALK TOPICS
What is Small Talk?

It is an informal customary way of bonding

with another person or people by
engaging that individual or group,
respectively, in polite conversation with
topics that are seemingly unimportant.
It is often used to establish boundaries
between friends, colleagues and new
acquaintances.
It helps to signify or classify social standing
or social position amongst individuals in a
given situation.
It’s also used to ‘break the ice’, to meet
new people or to be friendly.

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WHEN AND WHERE DO WE
USE SMALL TALK?
We use Small talk in or at…..

• Elevators
• Parties
• Line ups
• Conferences
• Classes
• Seminars
• Other public gatherings or areas where we
are meeting people for the first time
• REMEMBER: DON’T GO OVERBOARD
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 INTRODUCING SMALL
TALK TOPICS – PART TWO
What are considered ‘safe’ topics that one can
talk about when making Smalltalk?
1) Weather 4) Interests

2) Sports 5) Goals

3) Entertainment 6) Future travel plans

7) Mutual Acquaintances 8) Recommendations

Successful Smalltalk should be interesting,

supportive or relaxing and have all parties feel
valued or appreciated. The above topics are
considered ‘non-threatening’ Small talk topics
because they are not based on any particular
culture, ethnicity, gender, etc.
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What are inappropriate Small talk topics?
• Don’t talk about……
• appearance
• serious subjects (i.e. death, war, etc.)
• finances
• politics
• religion Click icon to add picture
• your problems
• people in a negative light when they are not
present
• controversial subjects (i.e. abortion, divorce,
etc.)
• accomplishments or exploits
• Jokes
• Things that most people would consider strange
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KEY ELEMENTS TO
REMEMBER WHEN USING
SMALL TALK
• Successful Smalltalk should be
interesting, supportive or relaxing
and all parties should feel valued or
appreciated during it.
• It should be inclusive and all persons
or parties should have a chance to
equally participate in it.
• It should be done in a venue or an
environment where all relevant
individuals, parties or stakeholders
feel safe and secure.

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 AGREEING AND DISAGREEING
Not everyone thinks the way you think, knows the things you know, believes the
things you believe, nor acts the way you would act. Remember this and you will
go a long way in getting along with people.
Arthur Forman

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 HOW TO NEGOTIATE SUCCESSFULLY
1) DON’T BE AFRAID TO ASK FOR WHAT YOU WANT

2) LISTEN!

3) DO YOUR HOMEWORK

4) ALWAYS BE WILLING TO WALK AWAY

5) DON’T BE IN A HURRY

6) AIM HIGH AND EXPECT THE BEST OUTCOME

7) FOCUS ON THE OTHER SIDE’S PRESSURE, NOT

YOURS

8) SHOW THE OTHER PERSON HOW THEIR NEEDS

WILL BE MET

9) DON’T GIVE ANYTHING AWAY WITH GETTING

SOMETHING IN RETURN

10) DON’T TAKE ISSUES OR THE OTHER PERSON’S

BEHAVIOR PERSONALLY
ED BRODOW
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 THE UP SIDE OF AGREEING WITH
OTHERS & THINGS TO REMEMBER
It’s easy to agree with others but how do we
know if someone from another culture actually
agrees with us?

In order to get our message across and to see if

others agree with us we need to:

• Speak clearly and concisely

• Check for understanding
• Be aware of non-verbal communication
• Be aware of the impact of culture
• Remember the person does not equal the
culture and the culture doesn’t equal the
person

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LANGUAGE USE FOR GENERAL
AGREEMENT

1) “YES AND….”

2) “I THINK YOU’RE RIGHT”

3) “I AGREE WITH YOU”

LANGUAGE FOR STRONG AGREEMENT

1) “I COMPLETELY AGREE”

2) “I TOTALLY AGREE”

3) “YOU’RE ABSOLUTELY RIGHT”

4) “I COULDN’T AGREE WITH YOU MORE”

5) “I AGREE ENTIRELY”

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LANGUAGE FOR PARTIAL AGREEMENT

1) “I AGREE WITH YOU UP TO A POINT”

2) “THAT’S QUITE TRUE BUT…..”

3) “IN PRINCIPLE I AGREE WITH YOU

BUT…”

4) “I THINK YOU ARE PARTIALLY CORRECT

BECAUSE………BUT YOU FORGOT OR
FAILED TO MENTION (THE IMPACT OF)
……….”

5) “I AGREE WITH YOU TO SOME EXTENT”

6) “YOU ARE CORRECT IN SOME

RESPECTS”

7) “YOU ARE RIGHT UP TO SOME DEGREE”

8) “”YOUR POINT HAS VALIDITY TO SOME

DEGREE BUT……”

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LANGUAGE FOR DISAGREEING

1) “YES, BUT…………….”

2) “I’M NOT SURE I AGREE WITH YOU”

3) “I AM AFRAID I DON’T AGREE”

4) “I AM AFRAID I DISAGREE”

5) “I AM AFRAID I DON’T SHARE YOUR

OPINION”

6) “I THINK WE’RE GOING TO HAVE TO

AGREE TO
DISAGREE”

IF YOU USE ‘I’M AFRAID’ IN THE BEGINNING

OF YOUR SENTENCE YOU SHOW MORE
RESPECT TOWARDS THE PERSON WITH
WHOM YOU DISAGREE.

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HOW TO DISAGREE POLITELY
1) SHARE THE REASON WHY YOU DISAGREE
VIA A POLITE, LOGICAL AND BRIEF
EXPLANATION

2) MIRROR THE PERSON WITH WHOM YOU

DISAGREE

3) VALIDATE THE PERSON WITH WHOM YOU

DISAGREE

4) KNOW AND BE PREPARED TO EXPLAIN WHY

YOUR IDEAS MUST BE HEARD

REMEMBER TO EQUAL AIR TIME TO THE

PERSON OR PEOPLE WITH WHOM YOU
DISAGREE

KEEP IN MIND THAT YOU MUST BE PREPARED

FOR CONTRARY POINTS OF VIEW BEFORE THE
MEETING COMMENCES

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 INTERCULTURAL PERSPECTIVES
ON DOING BUSINESS
There is no one, correct way to say ‘yes’,
‘no’ and ‘thank you’ as when, where, why,
how, how often and to whom you say
these things is dependent on many
factors.
One of the most important issues before
knowing how to say the above
appropriately is the element of trust.
Western cultures generally value
openness as well as honesty in business
relationships. People from these cultures
often use the ‘trust by verify’ model when
discussing prospective business plans.
Previous business experience matters a lot
in western culture.
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INTERCULTURAL PERSPECTIVES
ON DOING BUSINESS - PART
TWO
• In eastern cultures reputation often
precedes and dictates the kind or kinds
of interactions that will happen
between prospective business
partners.
• Social introductions by a third party are
quite common since building a solid
reputation takes a lot of time and
effort relative to companies in more
western oriented cultures.
• Socialization after initial business
meetings to ‘seal the deal’ is common
in order to solidify the burgeoning
relationship
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INTERCULTURAL PERSPECTIVES
ON DOING BUSINESS – PART
THREE
• For Middle Eastern and Southeast
Asian cultures respect is paramount.
• Prior reputation is also very
important in the Middle East and east
Asia relative to that of North
America.
• In addition verification is key before
trust is given in Middle Eastern and
south Asian cultures and often only
after social engagements which are
often used as a means of assessing
levels of compatibility and
trustworthiness.
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INTERCULTURAL PERSPECTIVES IN
DOING BUSINESS – PART FOUR

• In Latin the social relationship comes

first followed by business.
• Having a set of shared values or core
common beliefs is very important in
this part of the world.
• Personal and professional
connections are highly valued in Latin
America.
• Engaging in Small talk during meals
about non-business related matters is
an important way of building social
cohesion.
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 SUMMARY

HBR = Harvard Business Review

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 HOW TO SAY ‘YES’ POLITELY
Saying ‘yes’ politely
When saying ‘yes’ in a business
context it’s better to err on the side
of caution. In other words it’s better
to use formal expressions or phrases
when saying ‘yes’ to a prospective
business partner.
Formal phrases or ways to say ‘yes’
include:
Certainly
Of course (in answer to a request)
Definitely / Absolutely
I will
I do or I have
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HOW TO SAY ‘NO’ POLITELY
Saying ‘no’ politely

I’m sorry, but I can’t.

No thank you.
I’m sorry, but + (reason)
I would love to, but + (reason)
I wish I could, but + (reason)
I’m sorry but I can’t because +
(reason)
Thank you but, + (reason)
That sounds good but, + (reason)
No thank you. (Reason)
Remember: It’s more polite if you give a
reason why you can’t do something

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HOW TO SAY ‘THANK YOU’ POLITELY

Saying ‘thank you’ politely

Thank you very much

I would like to thank you for…..
I am most grateful
I would like to express my sincere
gratitude for….
I am very much obliged

The above expressions become

increasingly formal as one proceeds
down the list
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 HOW TO SUMMARIZE ECONOMIC CONDITIONS

CONDITIONS
SUMMARIZING ECONOMIC
CONDITIONS
Balance of Payments
There are four main Inflation
macroeconomic variables Economic Growth
that individuals should keep Unemployment
in mind when talking about
general economic conditions
in a given country

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 HOW TO SUMMARIZE ECONOMIC CONDITIONS – PART TWO

EXPRESSIONS COMMONLY USED

KEEP THE FOUR PREVIOUSLY FOR SUMMARIZING
MENTIONED VARIABLES IN MIND
WHEN SPEAKING ABOUT BRIEFLY
MACROECONOMIC VARIABLES IN THE FINAL ANALYSIS
In addition when IN BRIEF
summarizing the IN SHORT
aforementioned variables IN EFFECT
try to use the following TO THE EFFECT THAT
expressions
ON BALANCE

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 HOW TO CLEARLY EXPRESS ONESELF
Commonly used expressions when expressing o
Include the following:

ESSENTIAL TIPS FOR CLEAR 1) As I see it….

COMMUNICATION IN ENGLISH
2) I think that….
3) I would like to point out that…
Keep talking 4) From my point of view….
Find a good speaking rhythm 5) Personally, I think that…..
Make sure you’re understood 6) Based on my own experience I find that…
7) I was wondering if it might be possible to….
Repeat what you are told
8) Maybe we could consider……
Ask clarifying questions
HOW CAN I ELABORATE WHEN
Watch your body language TRYING TO SAY SOMETHING?
Use appropriate language
Practice empathy
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 HOW TO CLEARLY ELABORATE ON A GIVEN TOPIC OR
SUBJECT
Commonly used expressions when expressing
HOW CAN I ELABORATE WHEN oneself
TRYING TO SAY SOMETHING? Include the following:

1) It should be emphasized that…..

The following pointers should be 2) I would like to draw your attention to this point
followed when trying to elaborate:
3) Another significant point is that…
1) Explain 4) The significance of this is….
2) Illustrate 5) This is important because…..
3) Describe literally or figuratively 6) We have to remember that…..
7) In addition we should / could / must / may……
4) Narrate
5) Cause and Effect
6) Compare and Contrast
7) Another’s experience 26
 HOW TO SUMMARIZE POINTS IN A CONVERSATION OR
PRESENTATION
HOW CAN ONE BRIEFLY SUMMARIZE
icon
POINTS IN A CONVERSATION?
There are many ways to
summarize points during a
conversation or presentation. In
general it is best to keep the
summary ‘short and sweet’ if at
all possible.
Remember that most people can
only concentrate for a limited
period of time.
The following phrases can be used
as a template when summarizing:
1) I would like to conclude by….
2) In conclusion let me sum up my
main points.
3) Weighing the ‘pro’s’ and ‘con’s’, I
come to the conclusion that……
4) That brings me to the end of my
presentation. Thank you for
listening / your attention.
icon 5) That brings me to the end of my
presentation. Thanks for your
attention.
HOW DO I CLOSE A CONVERSATION? 27
 CLOSING A CONVERSATION

BE YOURSELF! icon

Things to remember:
Remember the environment
you’re in
Take note of the cultural
context
Pay close attention to verbal icon
and body language cues
Do research beforehand

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 THE GOODBYE….
HOW TO SAY ‘GOODBYE’

What phrases do we use to end a conversation

politely?
You can use the following:

It was nice chatting with you. (general)

Thank you for your time. (general
Okay, I’ll talk with my team and I’ll give you a call.....
So, we’ll wait for Joanna’s response and then go
from there.
Okay, I’ll work on the proposal and send it to you by
the end of the week.
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THANK YOU
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