Business English Workshop - BM Seminar Series

November 1, 2014
BM Consultants India

Introduction
Listening Skills
Business English Phrases
Role Plays
Email Drafting

Scenery and Landscape are Nostalgic

Hustle and Bustle of a Big City

Speed Away

Onlookers /Passers-by

Piercing Siren and Flashing -
Dizzying Strobe Lights

Pull Over

Own the Frame!
Win the Frame!

Stages of Life

Toddler Stage

Teenager Stage

Boss and Employee Stage

What do you think is
the most important
aspect of business
English?

Business English
Social skills,
9.6
Speaking
skills, 34.9
Business
Vocabulary,
15.7
Listening
skills, 25.5
Writin-letters,
emails,
14.2

Small talk
Small talk is used to start a
conversation before getting into
details.
It is particularly beneficial in Business
English as it helps to form relationship.
It is important to know what to say and
wha Text missing

How to excuse yourself
and come out of
embarrassing situations
like Burp, Yawn, Hiccup
or Sneeze?
Bless You!
Excuse Me!
Some one sneezes. What
do you say?

How to ask someone to repeat something?
I am sorry I didn’t quite catch
that. Could you say that again?
How to greet
someone you
haven't seen for a
long time
Haven’t seen
you since ages

Someone thanks you for something.
What do you say?
• You’re welcome!
• It was a pleasure!
• A pleasure!
• My pleasure!
I’d love to come, but
I’m afraid, I have to….
How to refuse an invitation politely?

Introducing Someone Else
• I like to introduce you to ..
• I would like you to meet ..

Your friend is ill. What do you say?
• I hope you feel better soon.
• I hope you get better

You’re late for a meeting. What do you say?
I am very sorry, but I am running
late. I hope to be there in about 5
minutes.
Express preferences in English are as
follows:
“I tend to prefer -ing… to -ing… ” or “I tend to prefer X to Y”
e.g. I tend to prefer learning English to learning Spanish.

 Would you like to … ?
 Would you mind going to…?
 What do you think about going to
the swimming pool ?
Suggestions
Acceptance:
Decline:
 Yes, it’s a great idea. I agree.
 It sounds great.
 Yes, let’s do that/it.
 I’m sorry, but I have to learn.
 Sorry, but I cannot make it today.
 I’m afraid I don’t like that idea.
 Hmm, I don’t think… BM Consultants India

While interacting with somebody, you’ve
seen someone you want to talk to:
Listen, I’ve just seen (Name) over
there. Excuse me a moment, I really
need to catch him.
Expressions for making complaints
I’d like to complain about …

Someone has passed away, what do you say
to the family?
My condolences to you and your family.
I'm really sorry to hear about your loss,
I send my condolences to you and your
family, if you need anything you can
ask me.

Moving from small talk to business
Well, I suppose we should make a start.
So, shall we get down to business?
Put forward plans and proposals
decide on
I would like to put forward a proposal that …

Face to Face, Telephone, and Written
Which Is the Best Communication?

Face-to-Face Communication

Types of Face to Face Communication
Interviews
Meetings
Conferences
Seminars
Workshops
Class-room lectures
Stage-acting
Public lectures

Role
Play

Tell your employees that
because of the economic
crisis, they will be taking
a 20% pay cut. This pay
cut actually started last
month.

Business English
vs
General English?
What Distinguishes Business English?

Before Peter went on the
stage for the show, John
told him to break a leg.

Before Peter went on the stage for the
show, John told him to break a leg.
I am telling you to
break a bone in your
leg.
Do your best and good
luck .
Literal
meaning:
Idiomatic
meaning:

Instruction.
Match the language in column B with their function in column A
Meeting Language
Starting
Disagreeing
Agreeing
Asking for opinion
Introducing the subject
Partially conceding
Making an opinion
Suggesting an alternative
Asking for participation
Bringing back the focus of the discussion
Ending
Many thanks for your participation. It
has been a productive meeting
Many thanks for coming, shall we start
We need to discuss
What do you think about?
I agree. I totally agree
I don’t agree
Yes, You are right there
Why don’t we instead
I think we should..
In my opinion
Would you mind giving us your views in this?
We can either .. or..
We are drifting from the main subject. Can we
concentrate on the main points

You have to chart your own course. You have to make your own plans
You will be walking into a minefield
You will encounter a lot of difficulties
Don’t be snappy Don’t get angry/irritated
We will have to cut corners We will have to cut down the expenses
We will first test the waters We will have to judge the situation
This is one way to get out of the muck
This is one way to overcome this
situation
Send the instructions in black and white Send the instructions in writing

He does not have head on his
shoulders
He keeps abreast of his time
He is a total greenhorn.
He is just a glib talker.
He learned by rote.
He does not know what he is doing.
He is an inexperienced person.
He follows the latest trends.
He just makes empty promises.
He learned by mugging things up.
The book claims to be a guide to the
ABC of cooking.
Give me a run down of events.
This book contains primary knowlege
guide.
Give a detailed account of happening
.
Stop and ponder the issue Stop and think about it.
Please shell out some money Please contribute.

Have all the pieces in place before the
manager arrives.
India is a software superpower
Organize everything before the
manager comes on the scene
India is biggest power in computer
software
He has fire in his belly He is a passionate and ambitious
Small industries sprang up
everywhere
person
They have opened everywhere
The management has to work in
unison with the workers
The management and workers have to
work together
Politics and war go hand in hand Politics and war are interlinked
I was appalled at the state of affairs
here
I was shocked at the bad state of
affairs.
I have toying with a couple of ideas. I have been considering two ideas

So that settles the issue. So that solves the problem
It goes over my head I don’t understand this.
We have bigger fish to fry We have important things to do.
He goofed up He committed a blunder

TELEPHONIC
COMMUNICATION
SKILLS

Professional Telephone Etiquettes
 Introductions
 Asking for someone / Making a request
 Holding and transferring
 Leaving a message
 Asking the speaker to slow down
 Write it down
 Remember your manners

Telephone Etiquette
Tone of Voice
86%
Words 14%

Customer forms a mental PICTURE of you.
 P – PITCH
 I – INFLECTION
C – COURTESY
T – TONE
U - UNDERSTANDING
R – RATE
E - ENUNCIATION

Introducing yourself
Asking who is on the telephone
May I know whom I am speaking with?
May I ask who is calling, please?
Connecting Someone
This is Fiona.
Fiona speaking
I'll put you through.
Can you hold the line? Can
you hold on a moment?

Answering Calls
BM English. This is Ms. Fernandes. How
may I help you?
Accounting department, this is Binieka.
How may I help you?”
Acknowledgements-Suggested
responses to questions or comments
Thank you, I'll check." or "I'll see.
One moment please, I'll find out.

Leaving a Voice/Phone Message
 Phone Message should always include:
 Your name and company name
 Time and Date of call
 What the call is regarding (brief )
 If a follow up or return call is needed
 Phone number (office or home) speak SLOWLY even
repeat the phone number – include area code

Taking Phone Messages
 Phone Message should always include:
 Caller’s name and company name (if applicable)
 Time and Date of call
 What the call is regarding (if possible)
 If a follow up or return call is needed
 Phone number (office or home)

 Can I have extension 321? (extensions are internal numbers
at a company)
May/ Could I speak to...?
Is Nikhil in?
Obtaining the correct information
“Will you spell the name, please?"
"Will you repeat the number, please?"
"The correct number is 9-6-3-(pause)-5-8-7-1?"
"The corret spelling is S-H-A-Y-N-A?"

Getting Information
• Can I ask you a question?
• Can I just ask you a quick question?
Expressing support for an opinion by
invoking outside help
• The data clearly show… (using objective facts)
• The reality is… (appealing to rational thought)
• Most people I’ve talked to… (referring to others’ opinions)
• The experts have said … / most doctors would disagree … (appealing to scientific
experts)

 How to reply when someone is not available
I'm afraid ... is not available at the moment
The line is busy... (when the extension requested is
being used)
Mr Jackson isn't in... Mr Jackson is out at the
moment...
 Taking a Message
Could (Can, May) I take a message?
Could (Can, May) I tell him who is calling?
Would you like to leave a message?

 Reports to caller
 "Mrs"I'msorry, Mrs. Hann is out of the office, may
someone else help you."
 "Ms. Shultz is in the Trust Department, one moment
please, I'll transfer your call."
 Obtaining the caller's name
 "May I tell Mr. Snyder who is calling, please?"
 "May I say who is calling, please?"

When You Want Another Person's Number
Do you mind if I have Henry's number?“
"Do you mind asking Henry if I could have his number?"
Do you mind if you ask Henry to give me a call?"

Activity

First, What is Business Writing?
 Business writing is workplace writing, which is
a form of technical writing.

Some Types of Workplace Writings
 Business Letters (most common – formal letter to an external recipient)
 E-mail Transmissions (A more informal business message than a business
letter that is sent electronically to one or more recipients, within or external
to the business).
 Memoranda /memorandum (A more informal style of a business letter that
is usually sent to one or more business colleagues employed within the same
business unit or company)
 Reports (financial, audit, or statistical report that identifies the specific
problem and presents collected data, research, or recommendations for the
change process (re-engineering process.)
 Contracts (binding agreements or proposals between two or more parties
that can become legal documents if they include an offer that is accepted.)
 Manuals (a written set of instructions, procedures or policies)
 PowerPoint (a soft-ware generated, visual slide show, with animation
options, that hosts a set of notes or bulleted points, an agenda, or other
information that supports a discussion).

What kind of letters would a business person
need to write as to communicate successfully in
the business world?

In-company letters:
 reports, memos

COMPANY TO COMPANY LETTERS
 the advertisement letter
 the inquiry letter
 the offer letter
 the order letter
 the complaint letter
 the letter of credit
 miscellaneous - thank-you letter
 invitation to a reception
 recommendation letter
 e-mail and fax facilities
 letter of introduction

Writing
Clear
Simple Concise

How are you going to
write it?

Here are six tips to help you improve your writing skills

1. Put important information at the
beginning
 In view of the fact that we have been delayed we will
start the partner meeting tomorrow
 We will start the meeting tomorrow as we have been
delayed......

2. Use verbs that carry meaning instead of
grammar verb phrases
 Next week, we will have to have a meeting to solve the
issues.
 Next week we should meet to solve the problem.
 Please do an invoice and send it to our lead partner.
 Please invoice our lead partner.

Use active sentences instead of the passive
voice
Your order is being processed
We are processing your order.
The delivery notes are written (by Mr Smith)
Mr Smith writes the delivery notes.

Put important information at the beginning
 In view of the fact that we have been delayed we will
start the partner meeting tomorrow
 We will start the meeting tomorrow as we have been
delayed......

Use verbs that carry meaning
instead of grammar verb phrases
 Next week, we will have to have a meeting to solve the
issues.
 Next week we should meet to solve the issues.
 Please do an invoice and send it to our lead partner.
 Please invoice our lead partner.

Avoid redundant words or phrases
There is hotel accommodation for
400 people.
It was an unexpected surprise
when a pair of baby twins was
born at 12 midnight“.

List of 20 redundant phrases you should strive to
eliminate from your writing.
Advance notice
Advance preview
At the present time.
Close proximity.
Collaborate together
Completely unanimous
End result
Extra bonus
Final outcome
Free gift

Major breakthrough.
New beginning
New innovation
Past history
Positive improvement
Repeat again
Serious crisis
Totally unique.
Unexpected surprise.
Unintended mistake

Use idioms or Phrases
I completed the presentation at the last moment
I finished the presentation in the nick of time

Beware of jargon, acronyms and
institutional language
This is a capitalisation project.
The aim is to mainstream these ideas
into regional policy initiatives.
The project priorities have been agreed
by regional actors.

Six important principles
1. Use shorter simple words.
2. Put important information at the beginning.
3. Use verbs that carry meaning.
4. Use active verbs and sentences.
5. Avoid redundant words and phrases.
6. Avoid jargon and institutional language.

Salutation
Formal Semi- Formal Informal
•Dear Sir or Madam:
•Dear Madam
•Dear Sir,
•Dear All
•To Whom It May Concern
•Dear Mr. Bhatia,
•Dear Ms Mane
•Dear Mrs. Shah,
•Dear Frederick Hanson:
•Dear Editor-in-Chief:
•Dear Valued Customer
Dear Shano,
Dear + Relation
Dear + Relation + name

First Paragraph
I'm writing to enquire/inform/ask/remind/ about...
I'm interested in the job opening posted on your
company website.
We'd like to invite you to a members only luncheon on
April 5th.

Second Paragraph
The main body
Description of your matter

Final Paragraph
I look forward to...
Please respond at your earliest convenience.
Enclosed you will find...
Feel free to contact me by phone or email.

Closing
 Yours truly,
 Yours sincerely,
 Best of luck
 Warm regards,

Memo…
Meaning Of Memos
 A Memo is a communication, which can be
used to issue instruction or announce policy
changes or to certain important points or
decision.

Memo…
Purpose Of Memos
 Write to your subordinates, supervisor
 To Inform of decision, action.
 To request decision, action.
 To provide information of any kind.
 To remind someone of action which is
required.

Memo…
Memos Can BE Presented
in Two-way Format.
1.Fully Block Format.
2.Semi Block Format.

Difference between
semi block & fully block memo
NAME OF THE COMPANY
INTEROFFICE MEMORANDUM
Date:
Reference:
To:
From:
Subject: ………………………………………………..
……………………………………………………………………
………………………………………………………………
…………………………..
NAME
Signature
Enclose:
NAME OF COMPANY
INTER OFFICE MEMORANDUM
TO: REFERENCE:
FROM: DATE:
SUBJECT:………..……
…………………………………………………………………
….……………………………………………………………
…………
NAME
SIGNATURE

Memo…
There Are Three most
Important Components
1. Heading
2. Reference, Date and Subject
3. Message (Body)
4. E-Memo

Memo…
E-Memos

Thank you

Business English Workshop - BM Seminar Series

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