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BBC Learning English Talking Business Telephone: Connecting

Useful Phrases
How can I help? Can I speak to , please?

Whos calling, please? Please hold Ill just put you through Could I speak toplease? Who shall I say is calling? Just a second Ill see if hes in Ive got ..on the phone for you Hang on a moment

Transcripts
Michelle: Male: Michelle: Male: Michelle: Male: Hello, youve reached the marketing department. How can I help? Yes, can I speak to Rosalind Wilson, please? Whos calling, please? Its Richard Davies here. Certainly. Please hold and Ill put you through. Thank you.

Michelle: Male: Michelle:

Hello, marketing. How can I help? Could I speak to Jason Roberts, please? Certainly. Who shall I say is calling?

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Male: Michelle:

My names Mike Andrews. Just a second - Ill see if hes in. Hello, Jason, Ive got Mike Andrews on the phone for you Okay - Ill put him through. Hang on a moment, Im just putting you through.

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BBC Learning English Talking Business Telephone: Messages

Useful Phrases
Can I speak to , please? Im afraid hes in a meeting Can I help? Can you call back later? Can I take a message? Could you tell him that Can I take your number, please? OK, Ill make sure he gets the message

Transcript
Claire: Jennifer: Claire: Jennifer: Hello, finance department. Hello, can I speak to Adrian Hopwood, please? Im afraid hes in a meeting at the moment. Can I help? No, I need to talk to Mr Hopwood, I think. What time will he be out of the meeting? Claire: Jennifer: Claire: Jennifer: In about an hour. Can you call back later? Okay, Ill do that. Or can I take a message? Actually, would you mind? Could you tell him that Jennifer McAndrews called and that Im in the office all day if he could call me back. Claire: Jennifer: Claire: Jennifer: Claire: Can I take your number, please? Yes, its 5556872 5556872. Okay, Ill make sure he gets the message. Thanks very much for your help, bye! Goodbye!
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BBC Learning English Talking Business Telephone: wrong number

Useful Phrases
You must have the wrong number Is that not 556 8790? No, its 555 8790 Sorry about that I must have dialled the wrong number Can I help you? Im sorry, youve got the wrong number Ill try and put you through His direct number is Sorry to have troubled you

Transcript
Male: Michelle: Male: Hello, this is the press office. Rachel Allsop please. Im sorry, You must have the wrong number. Theres no-one of that name here. Michelle: Male: Michelle: Male: Oh. Can I check the number Ive got. is that not No, its 5558790. Oh sorry about that. No problem! Bye! I must have dialled the wrong number. 5568790?

Male: Ruth: Male:

Hello, press office, can I help you? Hello. Paul Richards, please. Im sorry, youve got the wrong number, but he does work here. and put you through. In future his direct number is 5558770.
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Ill try

Ruth: Male: Ruth: Male:

Did I not dial that? No you rang 5558790. Oh, sorry to have troubled you. No problem. extension. Hang on a moment and Ill put you through to Pauls

Ruth:

Thanks.

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BBC Learning English Talking Business Telephone: Appointments

Useful Phrases
Can I speak to Brian Hibberd, please? Im afraid hes in a meeting Id like to arrange an appointment Ill just look in the diary Whens convenient for you? Would next Wednesday be OK? Hes free in the afternoon after about three I could make it after four So shall we say 4.15 next Wednesday?

Transcript
Michelle: Peter: Michelle: Peter: Mr Hibberds office! Hello, can I speak to Brian Hibberd, please? Im afraid hes in a meeting until lunchtime. Can I take a message? Well, Id like to arrange an appointment to see him, please. Jefferson here. Michelle: Could you hold on for a minute, Mr Jefferson. Ill just look in the diary. So whens convenient for you? Peter: Michelle: Peter: Some time next week if possible. I gather hes away the following week. Yes, thats right, hes on holiday for a fortnight. Well, I need to see him before he goes away. So would next Wednesday be okay? Michelle: Wednesday let me see hes out of the office all morning. free in the afternoon, after about three. Peter: Three oclock is difficult. But I could make it after four.
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Its Peter

But hes

Michelle: Peter: Michelle:

So shall we say 4.15 next Wednesday, in Mr Hibberds office? Yes, that sounds fine. Thanks very much. Okay, then. Bye.

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BBC Learning English Talking Business Telephone: Flights

Useful Phrases
Id like to enquire about flights Could you tell me about the flight availability? Do you want to go economy, business or first class? How many of you will be travelling? Does that include airport tax? No, tax is another $70 on top of that Can I book that, then? Id like to book a hotel room Could you check if the hotel has any rooms free? Is there a discount rate? Do you mind if I book it provisionally? Ill call you back later to confirm

Transcript
Dolores: Tim: Hello! Dolores speaking Ah yes, hello. Id like to enquire about flights to Hong Kong from Kennedy Airport in New York, please. Im off to a conference at the end of the month - Thursday 22nd until Tuesday 27th. Could you tell me about the flight availability and prices? Dolores: Tim: Certainly. Do you want to go economy, business or first class? Well, Id like to go first class, but unfortunately Ill have to go economy company rules, you see. Dolores: Tim: Yes, sure, I understand. How many of you will be travelling? Ah, its just me.

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Dolores:

Okay, so thats one seat economy New York - Kennedy to Hong Kong Airport.

Tim: Dolores

And how much will that be? Let me see to qualify for the discount rate, you need to stay over a Saturday, which you are doing Yes, thatll be $830.

Tim: Dolores: Tim: Dolores:

Right, and does that include airport tax? No, tax is another $70 on top of that. Okay. Can I book that, then? Certainly.

Dolores: Tim:

Can I help you with anything else? Yes, Id like to book a hotel room too, for the full five nights. Could you check if the Regency Hotel has any rooms free?

Dolores: Tim: Dolores: Tim:

Yes, they do. And is there a discount rate for conference delegates? Yes, there is. I think its 10% but I can check that for you. Okay, do you mind if I book it provisionally for now and Ill call you back later to confirm? I just need to check one or two details.

Dolores: Tim:

Thats fine, sir. Can I help you with anything else? No, thats all for now. As I said, Ill call you back.

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BBC Learning English Talking Business Meetings: Agenda setting

Useful Phrases
On the agenda today Okay everybody, thanks for coming Just a couple of things on the agenda If we could go through them in order Right then lets get down to business First of all Secondly And finally Let's keep this meeting fairly brief Any other business

Transcript
Clip 1 Sarah: Right then, Alex, lets get down to business. On the agenda today for our public relations meeting are the research project, the launch of the website, the timeline for press releases, and the secretary of the year award. Are you quite happy with those points? Alex: Yeah, thats fine. If you could go through them in order, thatd be great.

Clip 2 Alex: Okay everybody, thanks for coming. Let's keep this meeting fairly brief, really just a couple of things on the agenda. First of all, as you can see, the news on the book re-launch; and secondly, the office move; and finally, we will have a little bit of time for any other business.

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BBC Learning English Talking Business Meetings: Interruptions

Useful Phrases
First of all Can I just ask you? Sorry to hold the meeting up I do feel quite strongly that I dont think weve got any choice at all Any other thoughts?

Transcript
Sean: First of all, the book re-launch. I just wanted to remind everybody that we will be re-launching the fairy-tales range with new modern covers, and that this is going to happen at the beginning of next month. It's important that we get this right and there have been quite a few John: Actually Sean, can I just ask you sorry to hold the meeting up can I ask you about those dates, because I thought that this was going to be published the month after next, and I understand that everybody has got their dates, but I do feel quite strongly that were bringing this out too soon. Sean: Carrie: Well, any other thoughts before I comment on that? I dont think weve got any choice at all about it. If the radio programmes are going out at the beginning of next month, weve got to launch the book at the same time if were going to have any sales impact.

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BBC Learning English Talking Business Meetings: agreeing and disagreeing

Useful Phrases
I just wanted to see what kind of feedback youve got I really strongly disagree Actually, I think Sean is right Id be much happier Speaking as an editor I think Seans floor plan is right

Transcript
Sean: The office move, as you know, the plans have been up by the main exit for a week now. I just wanted to see what kind of feedback youve got. Tim: Yeah, Sean, Im sorry, but I really strongly disagree with the new floor plan. I think it's divisive to separate the secretaries and the assistants out from the editors and managers. Id be much happier if we could be located in teams. Carrie: Actually, I think Sean is right. Ive been chatting to some of the secretaries and theyre quite keen to all be sitting in the same area, and, speaking as an editor, I think Id like to be with other editors so that we can bounce ideas off each other and things. So I think Seans floor plan is right.

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BBC Learning English Talking Business Meetings: Any other business

Useful Phrases
Any other business I would like to say something If thats all right That sounds good Thats probably about it Anybody got anything else they want to raise before we wrap up? There are a couple of conflicts in the diary

Transcript
Sean: Will: Okay - any other business? Yes, I would like to say something. An illustrator came in last week, and I think she's very good and it would be wise to put her on our books. Sean: Will: okay I would like to be able to show her drawings and her portfolio in the next couple of days. If thats all right... All: Sean: That sounds good Yes, I'll look forward to seeing those. Right, I think thats probably about it, but anybody got anything else that they desperately want to raise before we wrap up? All: Sean: Nope. No? Okay. We'll be having another meeting, but there are a couple of conflicts in the diary so I think the best thing is if I email the date of the next meeting.

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BBC Learning English Talking Business Presentations: opening

Useful Phrases
Ladies and gentlemen, thank you very much for coming along here today The purpose of todays presentation is to discuss how we can Ive invited you here today to have a look at my findings Now let me begin by Secondly and finally Id be happy to invite you to ask questions at the end of the session At the end Id be very happy to answer any of your questions

Transcript
Ladies and gentlemen, thank you very much for coming along here today. I hope my presentation isnt going to take too long and that you will find it interesting. The purpose of todays presentation is to discuss how we can improve internal communications within our company.

Now let me begin by explaining that Id like to talk about the business case for better communication; secondly, I want to cover different styles and methods; and finally I would like to finish off by talking about some of the basics we need to have in place to deliver good quality, consistent communications across the company. Id be very happy to invite you to ask questions at the end of the session and Im sure therell be plenty of time for us to discuss some of the points that have been raised.

Good afternoon, ladies and gentlemen. Thank you for finding the time to come and join me for this presentation this afternoon. My name is Tim Mason, Im a retail consultant, and many
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of you will have seen me shadowing you in your jobs and looking through the accounts and so on in the company over the last week. Ive invited you here today to have a look at my findings. First, Id like to have a look at the performance of the company, the sales of the company over the last three years; then Id like to have a look at our market share in the womenswear market and look at our competitors; and thirdly, Id like to suggest some improvements in our range of womenswear. At the end Id be happy to answer any of your questions.

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BBC Learning English Talking Business Presentations: body

Useful Phrases
If you look at this first graph As you can see Now lets look at a good example of a key factor If you look at this slide a good illustration of

Transcript
If you have a look at this first graph, you can see that our sales topped 50 million the year before last. Then last year sales dropped to 40 million, with a slight recovery at the end of the financial year. However, this year sales have continued to drop to an all time low of 30 million. Now lets look at our market share. As you can see, we have 25% of the market share, 10% down on last year.

A good example of how important internal communications are is shown by some findings from research that we have recently undertaken. Good communications is a very key factor in staff motivation. If you look at this slide, you will see how important it is to get the basics in place. You need to identify your communication requirement, agree your objectives and success criteria, identify your target audiences, define the content of your message and determine the style of delivery. A good illustration of the communication process is when all those basics fall into place naturally.

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BBC Learning English Talking Business Presentations: questions

Useful Phrases
If you have any questions, I would be happy to answer them now Can I just ask? Are there any questions about any of that? Yes, a very good question Can you explain to me?

Transcript
Tim: Ladies and gentlemen, if you have any questions, I'd be happy to answer them now. Carrie: Yeah, can I just ask, graph number 3, that last one you showed us, can you explain to me where youre intending to find the extra income to increase the designer range in the maternity wear? Tim: Yes, a very good question. Ive looked at the office wear range and its quite heavy on material, holiday wear tends to be much lighter, much smaller amounts of material involved and I ...

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BBC Learning English Talking Business Presentations: tips

Useful Phrases
The aims and the structure need to be clear Wait until the end of the presentation before people feed back on what youve said Make sure you are entertaining, engaging and interesting Dont make it too long Be short, precise and to the point Make sure youre relevant make sure youre talking to the right audience

Transcript
Male: Male 2: With a presentation, I think the aims and the structure need to be clear. I like to wait until the end of the presentation before people feed back on what Ive just said, rather than interruptions throughout the presentation. Male 3 I think of a presentation If youre standing up in front of a group of people, you need to make sure youre entertaining, make sure youre engaging, make sure youre interesting, make sure youre relevant, make sure youre talking to the right audience. Female: Dont make it too long, otherwise people fall asleep! Be short, precise and to the point, definitely.

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BBC Learning English Talking Business Tricky conversations

Useful Phrases
Im not going to get into a discussion about Clearly What you need to do But bearing in mind I expect you to Its important that you Im not happy with the effort that youve made I really want to see some improvement Youve got to snap out of it I know its difficult

Transcript
Sean: Okay, well, Im not going to get into a discussion about who deserved to get the job. Clearly, the person who was appointed was the right person for the job. What you need to do is look at your work and what youre doing and where thats taking you in your career. But bearing in mind that you are still employed to do a job and I expect you to do that job with a certain attitude. Youre meeting members of the public quite regularly - its important that you arent unhappy, or at least that you dont show it. This meeting is really just to let you know Im not happy with the effort that youve made... Michelle: Okay Sean: and I really want to see some improvement. I know its difficult. I know that its depressing not to get a job, but youve got to snap out of it, youve got to get on with the job that youre doing now.

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BBC Learning English Talking Business Resolving difficulties

Useful Phrases
Ill come straight to the point I wasnt particularly happy with Frankly Well Ive seen very little change Im afraid that Despite what you say I dont want to jump to any conclusions

Transcript
Sean: Michelle, can I have a word please, in my office? Now then. I wont take long about this, Ill come straight to the point. We had a chat... Michelle: Yeah. Sean: At that point, I wasnt particularly happy with the way that you were behaving in the office, the way that you were being uncooperative, a little bit surly with people. And since then, frankly, Ive seen very little change.

Michelle: Well, I mean, I think Ive made an effort, trying to be helpful like I normally am with people, and I feel that Im still doing my job - not that the jobs very interesting . I think its become less interesting since Sarah got the promotion. I

think shes getting some more of the interesting work. Sean: Okay, well Im afraid that, despite what you say, it hasnt come across. I dont want to jump to any conclusions, but you have taken quite a bit of time off and Michelle: Yeah, but youre allowed to take leave, arent you?
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Sean:

You are allowed to take leave.

Hopefully you come back from leave refreshed

and you leave your problems at home.

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BBC Learning English Talking Business Asking for a pay rise

Useful Phrases
Its a bit difficult, but I really feel its about time I have made good progress I really feel that Ive grown in the job Ive taken on a lot more responsibility Its time that it was recognised Its time my efforts were rewarded I do believe that isnt too much to ask Should I put this request in writing?

Transcript
Abigail: Mark: Abigail: Hi, are you free for a quick chat? Sure, come in, come in. Sit down. What can I do for you? Okay. Well, its a bit difficult, but I really feel that its about time that I had a pay rise. Mark: Abigail: Okay and why do you feel like that? Well, I have been here now for three years and in that time I have made good progress. I really feel that Ive grown in the job and Ive taken on a lot more responsibility. I just think its time that it was recognised and that my efforts were rewarded. Mark: Right. So you feel that youre on a low salary for your current position and current responsibilities, do you? Abigail: Yeah, I do believe that what Ive contributed to the department over recent months means that I should be paid more.
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Mark: Abigail:

Okay, well, what kind of rise would you be looking for? Well, you know, I think that 3% on top of the usual annual rise with inflation isnt too much to ask.

Mark:

Three per cent... Hmm. Right, well, as you know, I cant just give you a pay rise immediately, just like that. Ill have to discuss it with the other managers here. And, as you can imagine, there arent unlimited funds available for things like this. But you might be pleased to hear that we are having a pay review meeting very soon and Ill make sure we discuss your request then.

Abigail:

Okay, fine. Should I put this request in writing as well? So we all have a record of this discussion?

Mark:

Yes, thatd be a good idea. Email me and also copy it to human resources.

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BBC Learning English Talking Business Difficult clients

Useful Phrases
You can explain to me what actually is the problem Can I take your name? I understand you are having a few problems Would you like to just explain from the beginning whats happened? Im sorry for that wait I dont know what the problem was As you can imagine Im sorry about this, Mr Anderson I can actually look into that for you Im sorry for the inconvenience I can assure you Let me check for you

Transcripts
Angela: Hello, Im Angela, Im the customer services manager. Would you like to come with me and come and take a seat and you can explain to me what actually is the problem? Alison: Angela: Alison: Angela: Okay, okay, fine. Can I take your name? Yes, my names Alison. Okay. Alison, if youd like to make yourself comfortable. As I said, I am the customer services manager and Id like to help you. I understand you are having a few problems. Would you like to just explain from the beginning whats happened?

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Alison:

Well, yes. Ive just come back from one of your holidays. I went to Crete, in Greece, got back last week and the whole thing was a disaster.

Angela: Alison:

Would you like to just explain from the beginning whats happened? Well, yes. To start with, when we got to the airport in, in Crete, we had a twohour wait on the coach, I think there was a delayed flight or something, and and

Angela: Alison:

Right, thats quite possible Yes And I just cant work out why you didnt take us to our hotel and then come back to the airport to pick up the people from the delayed flight.

Angela:

Right, Im sorry for that wait. I dont know what the problem was. You mentioned a delayed flight there. As you can imagine, you probably werent the only family on the coach waiting, and to ferry people to and from resort to the airport would have been a lot of extra work and they like to try and keep everybody together who are going on the same flight. I can actually look into that for you

Karen: Mark: Karen: Mark:

Hello! Hello, can I speak to despatch, please? Youre through to despatch. Right. Well, I phoned two days ago to say that I hadnt received delivery of my order and Im ringing again to say it still hasnt arrived.

Karen: Mark: Karen: Mark: Karen:

Can I just take your name please? Yes, its Mark Anderson. Ah! I think theres been a problem with that order, Mr Anderson. What kind of problem? Oh, I dont know offhand. Let me check for you. Yes, part of the order didnt arrive here at the depot, so I couldnt send it out until wed received everything.

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Mark:

Well, surely that was your problem to sort out without my having to call you back - again. I did phone and draw your attention to this a couple of days ago. placed this order weeks ago. I'm sorry, its just not good enough. Look, I

Karen:

Yeah, Im sorry about this, Mr Anderson. Im sorry for the inconvenience, but I can assure you well do everything we can to send it out to you today.

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