Corso Business English SEDAPTA - Telephone English exercises

https://learnenglish.britishcouncil.org/skills/listening/b1-listening/phone-call-customer

https://www.englishclub.com/speaking/telephone.htm

http://usefulenglish.ru/phrases/phrases-exercise-four

http://www.esl-lab.com/eslbasic/telephone-cellphone-1.htm

http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1connecting.shtml

https://www.engvid.com/how-to-start-a-phone-conversation/

https://www.youtube.com/watch?v=NWawMZxDh9Y

https://www.youtube.com/watch?v=YMxA4Q94qao

EXPRESSING URGENCY

How to Remind Someone to Respond to an Email Politely 
#1 Friendly Follow-Up
Template 

Subject: Friendly Reminder: [Subject of the Email]

Hi [Recipient's Name],

I hope this message finds you well. I wanted to follow up on the email I sent on [date]. I understand everyone is busy, and I just wanted to make sure my email didn't get lost in the shuffle. I appreciate your time and attention to this matter.

Looking forward to your response.

Best regards,

[Your Name]

#2 Gentle Nudge
Template

Subject: Quick Follow-Up on [Subject of the Email]

Hi [Recipient's Name],

I hope you're having a great day! I wanted to gently nudge you about the email I sent on [date]. I understand you have a lot on your plate, and I appreciate your attention to this matter when you get a chance. Thank you!

Warm regards,

[Your Name]

#3 Polite Inquiry
Template

Subject: Checking In on [Subject of the Email]

Hi [Recipient's Name],

I hope everything is going well. I wanted to check in regarding the email I sent on [date]. I understand you might be busy, and I appreciate your time. If you need any additional information or clarification, please let me know. Looking forward to your response.

Best regards,

[Your Name]

#4 Expressing Understanding

Hi [Recipient's Name],

I hope your week is going smoothly. I understand that everyone has a lot going on, and I just wanted to follow up on the email I sent last week. If there are any updates or if you need more information, please let me know. Your time is much appreciated.

Thanks,

[Your Name]

#5 Acknowledging Busy Schedule Things to Remember While Writing a Polite Reminder Email

#1 Friendly Follow-Up

A friendly follow-up acts as a gentle reminder, maintaining a positive tone but also emphasising the email's importance. This approach shows that the sender is considerate, professional, and has a genuine interest in beginning the conversation. 

Template 

Subject: Friendly Reminder: [Subject of the Email]

Hi [Recipient's Name],

I hope this message finds you well. I wanted to follow up on the email I sent on [date]. I understand everyone is busy, and I just wanted to make sure my email didn't get lost in the shuffle. I appreciate your time and attention to this matter.

Looking forward to your response.

Best regards,

[Your Name]

#2 Gentle Nudge

The “gentle nudge” template is best when you want to sound professionally casual but also remind the recipient to reply to your email. 

Template

Subject: Quick Follow-Up on [Subject of the Email]

Hi [Recipient's Name],

I hope you're having a great day! I wanted to gently nudge you about the email I sent on [date]. I understand you have a lot on your plate, and I appreciate your attention to this matter when you get a chance. Thank you!

Warm regards,

[Your Name]

#3 Polite Inquiry

A polite inquiry asking if they checked your email or need any assistance to reply is a great way to send a reminder. 

Template

Subject: Checking In on [Subject of the Email]

Hi [Recipient's Name],

I hope everything is going well. I wanted to check in regarding the email I sent on [date]. I understand you might be busy, and I appreciate your time. If you need any additional information or clarification, please let me know. Looking forward to your response.

Best regards,

[Your Name]

#4 Expressing Understanding

Subject: Quick Follow-Up: [Subject of the Email]

Hi [Recipient's Name],

I hope your week is going smoothly. I understand that everyone has a lot going on, and I just wanted to follow up on the email I sent last week. If there are any updates or if you need more information, please let me know. Your time is much appreciated.

Thanks,

[Your Name]

#5 Acknowledging Busy Schedule

Subject: Polite Follow-Up: [Subject of the Email]

Hi [Recipient's Name],

I hope your schedule is treating you well. I understand how busy things can get, and I wanted to gently remind you about the email I sent on [date]. Whenever you have a moment, I'd greatly appreciate your input. Thank you for your time and consideration.

Kind regards,

[Your Name]

Here are a few things that you should keep in mind when reminding recipients to reply to your message. 

When crafting a polite reminder email, it's essential to keep it short and to the point. Long-winded messages can easily be overlooked or set aside for later, defeating the purpose of your gentle nudge. 

Aim for clarity by focusing on the main message without unnecessary details. A concise reminder not only respects the recipient's time but also increases the likelihood of them absorbing and responding to your request promptly. Remember, in the realm of email etiquette, less is often more. So, trim the excess and let your message shine through with simplicity.

When sending reminder emails, don’t start a new thread. Instead, continue the conversation within the same email thread. This simple practice enhances accessibility and productivity for both you and the recipient.

This practice prevents unnecessary inbox digging; everything they need is in one place. By replying in the same thread, you're not just being organized; you're respecting their time.

This method has practical benefits. It ensures timely communication, eliminating unnecessary delays and improving the success rates of your reminders. Moreover, the continuity of the conversation allows you to refer back to specific points or questions from previous messages. This not only showcases your attentiveness but also creates a "wow, they really get me" moment for your recipient.

One key aspect of writing reminder emails is to avoid guilt-tripping your email recipient into responding. Asking questions like "Why haven't you replied?," “Did you see my last email?” may unintentionally convey impatience or frustration, creating a negative vibe. 

Such an approach can repel the recipient, jeopardising future interactions. Instead, focus on a friendly reminder without implying any blame. A polite tone not only preserves the professional relationship but also increases the likelihood of a positive response. Remember, building bridges is far more effective than burning them.

Subject line


Here is a list of words that can strongly indicate the need for swift action: Urgent.
Important.
Critical.
Immediate.
Time-sensitive.
High priority.
Alert.
Attention.

For example, starting your email with “URGENT:” can immediately communicate the nature of the message.

Phrases

Along with words, phrases can also convey urgent language. Some examples include:“Your immediate attention is required.”
“Please treat this as a priority.”
“Time is of the essence.”
“Action needed within 24 hours.”
“This cannot wait.”
“Immediate response requested.”
“Please address at your earliest convenience.”

In addition to using these words and phrases in the body of your email, incorporating them into the subject line is particularly effective. Remember that you shouldn’t overuse these words and phrases to keep people receptive to your emails.

15 examples of email subject lines to boost email openings:

1. “Urgent: Approval needed for project budget today.”
2. “Immediate attention required: Compliance documents overdue.”
3. “Time-sensitive: Registration closes tomorrow.”
4. “Critical: Server downtime — immediate action needed.”
5. “Alert: Security breach detected. Please respond immediately.”
6. “Priority request: Input needed for client proposal ASAP.”
7. “Important: Team meeting rescheduled for today.”
8. “Action needed: Complete employee survey by the end of the day.”
9. “High importance: Please review contract amendments.”
10. “Time-critical: Database maintenance — downtime tonight.”
11. “Immediate response needed: Interview confirmation for tomorrow.”
12. “Expedited attention requested: Data submission deadline approaching.”
13. “Alert: Update passwords due to security threat.”
14. “Last reminder: Submit expense reports today or forfeit reimbursement.”
15. “Critical alert: Systems failure — all hands on deck."

Body of the email
1. Start with a greeting

2. State your intent explicitly
Explain your reason for writing this email right after your greeting. Don't try to hide the situation's urgency — explain it directly.

3. Give details
Include any facts the receiver may need to grasp the seriousness of the situation.

4. Include a concise call to action
Make it clear what you expect the reader to accomplish. Here are some examples of calls to action for business emails:“Submit the report”;
“Review and respond”;
“Confirm my availability”;
“Complete the security training”;
“Take the survey”;
“Add this event to the calendar”;
“Provide feedback.”

Urgente: Necessaria approvazione del budget del progetto entro Dic 16

 

Ciao Richard,

Spero che questa e-mail ti trovi bene. Mi scuso per l'urgenza, ma è necessaria la tua attenzione immediata per quanto riguarda il budget del progetto EuroJet. Abbiamo affrontato alcune modifiche dell'ultimo minuto che richiedono la tua approvazione per procedere.

 

Il fornitore ha aggiornato il suo preventivo e richiede una conferma oggi stesso per consegnare i materiali in tempo. Questo potrebbe avere un impatto significativo sulla nostra tempistica e potenzialmente aumentare i costi se non affrontato tempestivamente.

Ti chiediamo di esaminare il preventivo aggiornato allegato e di fornire la tua approvazione o il feedback entro il 16 dicembre.

Grazie per il riscontro rapido circa la questione. Sono disponibile per una call se hai bisogno di ulteriori chiarimenti.

Cordialmente,

[Nome]

Richiesta immediata attenzione: Documenti di conformità in ritardo

Salve Susan,

spero che tu stia bene. Devo informarti che i documenti di conformità per il progetto EuroJET dovevano essere consegnati il 9 dicembre e non sono stati presentati.

Ti prego di inviare questi documenti per evitare multe e compromettere la nostra posizione presso gli enti normativi.

Non dimenticate di assicurarvi che i documenti necessari siano trasmessi entro e non oltre il 16 dicembre.

Vi ringraziamo per l'immediato interessamento circa questo grave problema.

Cordiali saluti,

[Il vostro nome]

CORSI SEDAPTA - FLOW CHART

 

1. Pre-Sales and Marketing: Initially, the sales team demonstrates the software capabilities to potential clients, suggesting necessary efforts and costs associated with the desired improvements. Once the customer reviews and approves the proposal, the project is set to commence.
2. Analysis Phase: The process begins with a comprehensive analysis of customer requirements to document essential information. The sales team coordinates with the customer to gather specific needs and expectations, ensuring a clear understanding before advancement to technical implementation.
3. Technical Phase: In this phase, discussions about hardware requirements are held with the ICT team to prepare the necessary environments. The Sedapta suite is installed in both quality and production environments. Applications are then configured based on the customer's unique needs.
4. Solution Development and Testing: After configuration, the company works closely with the customer to customize the setup as per their specifications. This involves running functional acceptance tests and identifying test cases for thorough evaluation. Site acceptance tests are also conducted with site personnel to validate the solution's effectiveness.
5. Go Live: Upon successful testing and confirmation that the solution meets customer expectations, the project moves to the GoLive phase. This marks the full deployment of the solution into the customer's operational environment.
6. Post-Go Live Support: Following the GoLive phase, a support period is activated. During this time, any change requests from the customer relating to features are addressed, ensuring ongoing satisfaction and performance optimization.

ANTONELLA

Firstly, we analyze the client's needs and document all the necessary information. After installing the Sedapta suite, we coordinate with the client to transfer their data. Then, we proceed with configuring all the applications, followed by calls with the client to customize the configuration according to their specific requirements. Next, we run tests with the client, and once everything meets their expectations, we proceed with the GoLive phase, followed by a support period.

ANDREA

pre sales

marketing phase

analysis phase

technical phase

solution developement

uat

eventually any change in the solution

go live

change request and support

SIMONE

request (customer/feature)

develop

test--

read specifications

identify test cases

test execution

ok/ko

 

DANIELA 

The customer asks to improve their processes

Sales department performs demo and delivery suggest efforts and costs

Customer reviews and approves the offer

Project starts

Solution development

Go live

MARCO

 

1) Analyze the customer requirements.

2) Discuss with ICT team about hardware requirements to prepare the environments.

3) Installation of the software in customer environments (quality and production).

4) Perform function acceptance test with the customer.

5) Perform site acceptance test with site plant people.

6) Go-live of the project and post go-live support.

EMILIO

The customer asks to improve their processes

Sales department performs demo and delivery suggest efforts and costs

Customer reviews and approves the offer

Project starts

Solution development

Go live 

 

 

Corso Business English SEDAPTA - Telephone English

https://www.engvid.com/how-to-start-end-a-business-call-3-easy-steps/

1. Language Focus: Identifying yourself

Good morning, Yasmine speaking (person receiving call)

Hello, this is Yasmine Alcide from Spike British School. (caller)

Hello, my name is Yasmine Alcide. I’m calling from Spike British School. (caller)

Hi, it’s Yasmine from Melbourne. (caller, informal)

Hi, Yasmine here. (caller, informal)

2. Language Focus: Saying who you want to speak to

I’d like to speak to Mr. Jones, please.

Could I have the Accounting Department, please?

Could you put me through to Mrs. Weaver, please?

Could I have extension 234, please?

Could I speak to someone in the Accounting Department?

Is Mr. Robinson there, please?

3. Language Focus: Leaving a message

Could you give him/her a message?

Can I leave him/her a message?

Please ask him/her to call me back. My number is…

Please ask him/her to ring me back.

Please ask him/her to get back to me.

4. Language Focus: Explaining the purpose of your call

I’m phoning about…

The reason I’m calling is…

I need some information about…

It’s in connection with…

I’d like to…

I’m ringing to….

5. Language Focus: Asking for repetition

Sorry, I didn’t catch your name / your number…

Sorry, could you repeat your name / number / etc.

Sorry, I didn’t hear that.

Sorry, I didn’t understand/get that.

Could you spell that?

6. Language Focus: Acknowledging repetition

Ok, I’ve got that.

(Ms. Ventura.) I understand.

I see, thank you.

7. Language Focus: Saying someone is not available

I’m sorry, he/she is not available (right now).

Sorry, he/she’s away for the week.

Sorry, he/she’s not in.

I’m afraid he/she’s in a meeting (at the moment).

He/she’s in Paris.  He/she won’t be back until Monday.

8. Language Focus: Taking messages

Can I take a message?

Would you like to leave a message?

If you give me your number I’ll ask him/her to call you later.

Shall I ask him/her to call you back?

9. Language Focus: Offering to help in other ways

Can anyone else help you?

Can I help you perhaps?

Would you like to speak to his/her assistant?

 Sample Phone Dialogue 1 : Formal

 

Receptionist: Howard Engineering.  How can I help you?

Caller: This is James Harvey.  Could I speak to Joshua Reynolds?

Receptionist: I’m sorry, I didn’t catch your name.

Caller: James Harvey.

Receptionist: Could you tell me what it’s about?

Caller: It’s in connection with a new order.

Receptionist: Just a moment, I’ll put you through.

4. Sample Phone Dialogue 2 : Informal

 

 

Max: Max speaking.

Leslie: Leslie Taylor here.  How are you?

Max: Fine, and you?

Leslie: Not too bad.  Pretty busy actually.

Max: I know what you mean.  So, what can I do for you?

Leslie: The reason I’m calling is to try and fix a meeting early next month.

 

Making Arrangements

 

Cathy:  Good afternoon, Sunland Tech Systems.

Earl:  Good afternoon.  Could I speak to Petra Landers?

C: I’m afraid Ms Landers isn’t here today.  Can I help you?

E: Is that Cathy?

C: Yes.

E: Hello, Cathy.  This is Earl Branson.

C: Oh, hello Earl.  How are you?

E: I’m fine thanks.  Er… I got a message from Petra on my answerphone, asking me to contact her about a meeting…

C: Ah, yes, Petra told me about it.  Can you make it on Monday or Tuesday?

E: Well, I’m afraid I’m not free on Monday or Tuesday morning, but Tuesday afternoon would be OK.

C: I see. Would two fifteen suit you?

E: Yes, that would be fine.

C: Good.  Then let’s make a provisional appointment for two fifteen... That’s Tuesday, the third, right?  But I need to check the time with Ian and Petra.  Could I ring you back to confirm that?

E: Yes, of course.  Speak to you later then.  Goodbye, Cathy.

C: Thanks Earl.  Goodbye.

Changing arrangements

 

Earl: Hello, Earl Branson speaking.

Cathy: Hello, Earl.  It’s Cathy again.  I’m phoning about the meeting next week.  I’m sorry, but Ian isn’t available at the time we arranged, he’s got another appointment.  But he’s free later on.  Would four o’clock be possible for you?

E: So, that’s four o’clock instead of two fifteen?

C: Yes.  Is that time convenient for you?

E: Yes, that’s fine.

C: Oh, good.  So, we look forward to seeing you next Tuesday, then.  Goodbye, Earl.

10. Language focus: Making arrangements

Can you make it on Monday or Tuesday?

Would two fifteen suit you?

I’m afraid I’m not free on Monday morning, but Tuesday afternoon would be OK.

Yes, that would be fine.

Then let's make a provisional appointment for two fifteen.  That’s Tuesday, the third, right?

Could I ring back to confirm?

11. Making arrangements: Key words

Fix = Arrange

Manage = Able to do

Shift = Change, move

Suit = Be convenient

Ideal = Perfect

12. Language focus: Changing arrangements

I’m sorry, but he’s not available at the time we arranged.  Could you possibly move the meeting to four o’clock?

I’m afraid I won’t be able to meet on Tuesday after all. Can we arrange another time?

My plane may not arrive on time so I would like to move the meeting to a couple of hours later, is that possible for you?

13. Language focus:  Ending a call

I’m afraid I have another meeting starting.  Thanks for calling.

I think that covers everything.  Is there anything else?

I’m sorry, we will have to leave it there.

Thank you for your help.

I look forward to seeing you soon.

I’ll get back to you.

Have a good weekend/trip/holiday.

14. Language focus: Confirming arrangements

Can I check that?  You said…

All right, then.  We’ll see you on the 18^th at 9 sharp.

Very good.  I have you down for 5 o’clock at the Paris campus.

No problems then with June 14th at noon.  See you then.

15. Phrasal verbs used on the phone or when making arrangements.

PHRASAL VERB	DEFINITION
to be tied up	to be busy
to pencil in	to make note of a provisional appointment
to get through	to be connected
to look something up	to search and find information (dictionary, database, reference book)
to get back to	to ring the person again with some information
to put someone through	to connect the call for someone
to drop someone a line	to contact someone in an informal manner
to get together	to meet

FFollow the structure  when making arrangements

 

Caller (Brindle Associates)	Called person (Merlin Datasoft)
	“Merlin Datasoft, good morning”
Greeting.
Introduce yourself.
	Check name.
Correct/confirm.
	Offer to help.
Ask for appointment with Mr Parks.
	Ask what it’s about.
Explain that you want to discuss European marketing project.
	Acknowledge—ask when would be a good time.
Suggest next week.	Reject.  Mr Parks is away.
	Suggest beginning of next month.
Agree.
Suggest Monday 4th.	Reject.  On Monday, Mr Parks is busy all day.
	Suggest Tuesday.
Agree.  Suggest 10:00 a.m.
	Agree—ask for fax to confirm.
	Offer to book hotel.
Agree to fax—hotel booking is not necessary.
Signal end of call.
	End call/thanks/refer to fax, etc.
End call.

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