"COMMUNICATION POINTERS
1. Asking for a person or for information. Could I speak to……please? Could you put me through to…….please? Could you tell me……..? Can I have your name, address and telephone number, please? Do you know……? Could you find out……? 1. Interrupting. Excuse me Sorry, but Excuse me for interrupting, but…. May I interrupt for a moment? Please. Can I add here that... Can I add something? 2. Stating the purpose of your call. I am calling to confirm/postpone/cancel our meeting… I’m calling to find out… I’d like to ask… I would like some information about… I would like to make an appointment to see… Could you tell me…. I’m calling about… I was wondering if you could help me… I wonder if you could help me… 3. Indicating order of actions. First of all, To begin, Then, Next, After that,
Finally, Make sure you… Be careful not to… Remember to… Don’t forget to… 4. Seeking clarification. Could you spell that, please? Could you repeat that, please? Did you say J-O-N-E-S? Sorry, I didn’t catch the last part. Is that ok so far? Have I got that right…? Do you mean…? 5. Offering assistance. I’ll look into it at once. I can assure you that… I’ll put it in the mail today. May I help you with….? 6. Agreeing. I agree with you. Yes, I know what you mean. That’s so true. You couldn’t have been more right. 7. Disagreeing politely. Yes, but on the other hand… I agree, but don’t you think… Is that so? I think… Could you look at it this way? 8. Apologizing. I’m sorry the delivery is late, but the fog has brought the traffic to a stand still.
I’m sorry, but I can’t make it to the meeting. I’m sorry I missed you, but I was out of town. 9. Saying “No” tactfully. I’d rather not… I’d rather… I’d prefer to… I’m not keen on… I don’t need….at the moment. 10. Checking details. So, we have agreed to meet at…on…, is that right? Let’s go over that, shall we? Did you say….? 11. Leaving a message. Please tell Mr. / Ms X that I called and that I’ll phone again. Would you give a message to…? Can I leave a message for…? 12. Complaining. There seems to be a mistake with… I’m afraid I’m not satisfied with… I have to say that you have not kept your commitment to…. I want to register a complaint about the last order/ the service…. 13. Demanding explanations. Do you mean to say….? Are you implying that…? Can you tell me why…? How come that…? Why is it that…? 14. Correcting yourself. What I mean is… Let me rephrase what I just said. I was trying to say…
I didn’t mean that… Let’s get the facts straight. I’m afraid that isn’t what was intended… 15. Replying to a clarification. So, what you mean is…. In other words… What you’re saying is… If I understand you correctly… 16. Changing the subject. Before I forget… That reminds me… By the way… Talking of… 17. Illustrating a point. For example… To give you an idea… Take for example… For instance… For one thing… 18. Suggesting a solution. Why don’t you…? It may be a good idea to… Have you thought about…? A good alternative would be… May I suggest that…? You could try… You could always… It maybe worthwhile to try... 19. Emphasizing a point. The point is… The real question is… May I point out…. It’s important to note… 20. Expressing sympathy.
I’m so sorry to hear that… That’s really sad… How awful for you… You must be so distressed… Oh no! How terrible! That’s heartbreaking news. 21. Focusing on the problem. The problem is… The point is… The worst part is… We need to resolve the… The main thing is… 22. Accepting a complaint. You’ve made my day! That’s very kind of you. Thank you! It’s good to hear that. It’s kind of you to say so. 23. Adding something. One more point… Just a small point… Another thing is… I should also mention that… It may help to add… 24. Saying goodbye. Bye, it’s been nice talking to you. Bye for now, hope we’ll talk again soon.
..."
|
You need to upgrade your Flash Player , or try to enable javascript in order see this document properly.
|
|
Comments
