Phone I'm afraid you have dialled the wrong number. Who would you like to speak to? What does it concern, please? Would you mind telling me what you're calling about? Hold the line, I'll put you through. I'll pass you over to … (department). … is speaking on another line. …isn'tin(yet). …isawayonbusiness. … is on holiday (this week). … is out for lunch. I'm afraid, … is not available at the moment. … will be back any minute. I'm sorry, but the line is engaged. There's no reply. If you hold the line, I'll try again. Would you like to hold? Could you try again later / tomorrow? Can I take a message? Would you like to leave a message for …? If you give me your phone number, … will call you back. Could I have your name, please? Could I help you? / Maybe I can help you? … here. / … speaking. / This is … This is … (company), … (name) speaking. Sorry, I must have dialled the wrong number. Could I speak to …, please? Am I speaking to …? Could you put me through to …, please? It's about … I'm calling about … Could you please tell … I phoned? Could you give … a message, please? Could you ask … to call me back? Do you know when … will be back? Will … be in the office tomorrow? I'll try again later / tomorrow. Maybe you could help me? My English isn't very good. The line is bad. I can hardly hear you. I didn't get that. Could you speak more slowly, please? Could you speak louder, please? Could you repeat that, please? Could you spell that, please? Sorry? / Pardon?
Word List on Opinion and Statements 1
Stating your Opinion It seems to me that … In my opinion, … I am of the opinion that …/ I take the view that .. My personal view is that … In my experience … As far as I understand / can see, … As I see it, … / From my point of view … As far as I know … / From what I know … I might be wrong but … If I am not mistaken … I believe one can (safely) say … It is claimed that … I must admit that … I cannot deny that … I can imagine that … I think/believe/suppose … Personally, I think … That is why I think … I am sure/certain/convinced that … I am not sure/certain, but … I am not sure, because I don't know the situation exactly. I am not convinced that … I have read that … I am of mixed opinions (about / on) … I am of mixed opinions about / on this. I have no opinion in this matter. Outlining Facts The fact is that The (main) point is that … This proves that … What it comes down to is that … It is obvious that … It is certain that … One can say that … It is clear that … There is no doubt that …
Word List on Agreeing and Disagreeing Agreement 2
There are many reasons for … There is no doubt about it that … I simply must agree with that. I am of the same opinion. I am of the same opinion as … I completely/absolutely agree with …
Qualified Disagreement It is only partly true that... I can agree with that only with reservations. That seems obvious, but … That is not necessarily so. It is not as simple as it seems. Under certain circumstances …
Disagreement There is more to it than that. The problem is that … I (very much) doubt whether … This is in complete contradiction to … What is even worse, … I am of a different opinion because … I cannot share this / that / the view. I cannot agree with this idea. What I object to is … Unlike … I think …
Word List on Linking Arguments Linking Arguments First of all, I think … Not only that, but I also think that … Not only are they …, they are also … They are not …, nor are they … There are various/several/many reasons for this. First, … / Firstly, … Second, … / Secondly, … Moreover, … / Furthermore, … / In addition, … Another significant point is that … Finally, … 3
On the one hand, … On the other hand, … In contrast to this is … Because of … That is why … After all, … The reason is that … In that respect … The result of this is that … Another aspect/point is that … It is because … Although it is true that … it would be wrong to claim that … That may sometimes be true, but … One could argue that …, but … Providing Examples Take for example (the case of) … Look at … For instance … / For example … Let me give you an example. Additions and Conclusion Most probably … It appears to be … It is important to mention that... As I already indicated … In other words, … I am most concerned about … I should like to repeat once again that … I should like to emphasise that … I would (just) like to add … So all in all I believe that... (In) summing up it can be said that … Weighing the pros and cons, I come to the conclusion that … Making a complaint Useful expressions: I’m afraid I have to make a serious complaint. Look, I’m sorry to trouble you, but…. Excuse me, I’m afraid… Excuse me, there seems to be something wrong with… Excuse me, there appears to be something wrong… I wonder if you could help me….. I’ve got a bit of a problem here, you see…… Do you think you could……? I’m sorry to have to say this, but…. Would you mind (doing)….? I wish you wouldn’t mind…. 4
I do wish you could…. Wouldn’t it be a good idea to/ not to…. Accepting a complaint Oh, I’m sorry about that. I can’t tell you how sorry I am I wish it never happened Oh dear, I’m really sorry I’m so sorry, I didn’t realize I just don’t know how to say. I just don’t know what to say Delaying a complaint I suggest you leave it with us and we’ll see what can be done. I suggest you leave it with us and we’ll see what we can do. I’m afraid the manager/boss isn’t in at the moment. Could you call later? I’m afraid we can’t help you at the moment. Could you leave your contact phone number and address? We will contact you soon. Rejecting a complaint Well, I’m afraid there is nothing we can do about it actually. Well, I’m afraid there isn’t much we can do about it.
Agreeing/Disagreeing •
•
Track 1- Simple agreement 1. I agree. 2. I really agree with you. 3. I think you are right. 4. I couldn’t agree with you more. 5. You said it. 6. Can’t say I don’t agree. 7. I’m with you on this. 8. I partly agree 9. I agree on this but not that. 10. It’s partly true. Track 2 - Accepting/Declining/Expressing acceptance I accept your point. Please accept this on our behalf. Sorry, I can’t accept this. I’m 100% with you on this! Great idea.
5
I’ll take it. Sorry, I can’t take it. Accept my apology. Track 3 - Simple disagreement or refusal I disagree with you. Everyone has their own opinion, right? I think you’re wrong on this.
•
I’m sorry but I have to refuse your request. You’re wrong. No way! You’ve got to be kidding! How can you even say that? Where is your logic? Track 4 - Strong disagreement I completely disagree with you. You are very wrong to say that. I totally disagree with you. I can’t find myself to agree with you. You’re dead wrong. You’re way wrong.
•
Apologizing and Explaining oneself Part 1- Apologies • • • • • • •
I’m sorry… I’m very sorry… I’m terribly sorry… Excuse me… Pardon me… I apologize… I’m afraid…
Part 2 - Explaining Oneself, • • • • • • •
Accepting Responsibility
…I wasn’t very well yesterday …I didn’t see you …It won’t happen again …I’ll be more careful next time …I’ll finish it before I go home …It’s my fault …It’s all my fault
“Excuse me! - Bothering people Asking people to be quiet 6
Less polite • • •
Shut up! [impolite] Quiet! / kwaöWt / Be quiet! Shh!
More polite o
Could you be quiet, please? Conversation openers
Excuse me, is anyone sitting here? Sorry, have you got the time, please? I think we’ve met before, haven’t we? It’s really hot, isn’t it? Are you going all the way to San Francisco?
Permission and requests
Could I use your pen? Do you mind if I borrow your dictionary? (‘Do you mind if I…?’ means ‘Is it a problem for you if I…?’)
Getting somebody’s attention
Excuse me, have you got a moment? Sorry to bother you, but could I just ask you something? Excuse me, can you spare a minute or two? Excuse me, are you in a hurry? Sure.Go ahead. It depends what it is. Sorry, I’m late already.
Getting to know you! Polite topics when meeting for the first time Talking about your background • • • • •
Originally I’m from…. I was (born and) brought up in… I come from a (sporty/musical) family. My proudest moment was…-ing I’ve always dreamt of –ing/ wanted to +verb
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Describing your language ability • • • • • •
I’m fluent in Polish. I speak Spanish reasonably well. I can get by in Portuguese. I speak French but it is a bit rusty. I know a few words of Japanese. I wish I could speak Italian.
like, such as, and that sort of thing • •
I like music such as opera, choral music, and classical music. I really love modern music like house, rap, reggae, and hip hop.
After one or two examples, we can use an expression meaning ‘et cetera’. • •
I’m fond of opera, and that sort of thing. I like jazz, rock, and that sort of thing.
Showing a lot of interest o o o o
Wow! Really? (That’s) interesting! (That’s) fantastic
Expressing Goodbyes and Farewells in English
Simple good-byes (Formal) • • • •
Good-bye Stay in touch. It was nice meeting you. I hope to see you soon.
Simple good-byes (Informal) • • • • •
Bye. See you. Talk to you later. Catch up with you later. Nice seeing you.
Leaving a place (Formal) •
I have to leave here by noon. 8
• • • •
Is it okay if we leave your home at 9pm? What do you say we leave work a little earlier today? Would you mind if I leave the dinner before it ends? I need to depart for the airport in one hour.
Leaving a place (Informal) • • • • •
I got to go now. I’ll be leaving from the office in 20 minutes. How about we jet off to the shops now? I’m afraid I have to head off now. Let’s get off work early.
English Greeting Expressions
General greetings (Formal) 1. 2. 3. 4. 5. 6. 7.
Hello! How are you? How are you doing? How is everything? How’s everything going? How have you been keeping? I trust that everything is well.
General greetings (Informal) 1. 2. 3. 4. 5. 6.
Hi. What’s up? Good to see you. How are things (with you)? How’s it going? How’s life been treating you?
Greeting a person you haven’t seen for a long time (Formal) 1. 2. 3. 4. 5. 6.
It has been a long time. It’s been too long. What have you been up to all these years? It’s always a pleasure to see you. How long has it been? I’m so happy to see you again.
Greeting a person you haven’t seen for a long time (Informal) •
How come I never see you? 9
• • • •
It’s been such a long time. Long time no see. Where have you been hiding? It’s been ages since we last met.
English Interrupting Expressions- How to interrupt someone How to interrupt • • • • • •
Actually… Excuse me… I’m sorry, but… I just want to say… May I interrupt here? Do you mind if I say something?
Paraphrasing Expressions Introducing paraphrasing o o o o o o
So you mean…. What you mean is… What you’re saying is… So what you mean to say is… Let me get this clear… Let me get this straight,…
Requesting Permission Expressions • • • • • • •
…Could I use your phone? …Might I possibly use your phone? …Sorry to trouble you, but do you mind if I use your phone? …Would you mind if I used your phone? …May I use your phone? …Can I use your phone? …I wonder if I could use your phone.
Telephone Expressions Phone greetings
identifying the listener
Is that Bruno Zola? Could I speak to Bruno Zola, please?
more informal Is that Bruno? Are you Bruno? Is that you, Bruno? 10
(Yes,) speaking. introducing yourself My name’s Elena Luma. saying who you are
Yes (it is). It’s Elena. I’m Elena. This is Elena. Here is Elena.
Asking people to speak slowly/speak up
Sorry, could you speak slowly, please? Could you speak up, please?
Yes, sure. Yes, of course.
Ending a phone conversation
When you phone for information, you can often end with phrases like this: o o o
OK, I think that’s everything I need. OK, I think I’ve got all the details Thanks. You’ve been very helpful.
o o
Thanks much for your help. Bye bye.very Goodbye.
Thanks and Expressions of Gratitude
Thanking someone • • • • • • • •
Thanks. Thank you. Thanks a lot. Thank you very much. Thank you very much indeed. It was very kind of you. I appreciate your help. You’ve been very helpful.
Thanking someone who tires to help o o o o o
Thanks anyway. Thank you for (looking). Thanks for (trying). It doesn’t matter. Thanks. Never mind. Thanks.
Responding to thanks
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o o o o o o o o
You’re welcome. (US) Not at all. (formal, UK) Don’t mention it. (It’s) my pleasure. It was nothing. That’s alright/OK. No problem. Any time.
Taking Turns in Conversations • • • • • • • • • •
What’s your opinion, Sam? May I continue? Let me finish. Shall we continue? Let’s go back to the point. You haven’t said anything yet, Sam. Do you want to add anything here? I haven’t finished my point. Please allow me to finish. Does anyone want to say anything before we move on?
Control strategies Conversation is a turn-taking process and it is more difficult when there are several people in a conversation. In different cultures there are different standards for interrupting and turn-taking, however there are also a few universal points that apply to most situations. . 1. The speaker can choose the next speaker. You can stop someone dominating the conversation, and you can include quieter people. 2. You can stop someone interrupting by avoiding eye contact with them, and continuing eye contact with your partner in the conversation. Don’t drop the volume of your speech (i.e. don’t begin to speak more quietly). 3. If someone interrupts you, and you haven’t finished making your point, tell them clearly. You can use phrases like:
Let me finish / May I finish? Excuse me, I haven’t finished. Just a moment / Hang on a second. o
When someone won’t stop talking, and you are not interested in what they are saying, you can avoid eye contact, turn away or look at something else. Do not use conversation fillers.
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Hesitation Strategies - Conversation Time Fillers Techniques
Examples
Pretend you Pardon? haven’t heard Sorry? Eh? Repeat the You mean… question Use delaying noises
what is fortyfive divided by nine? Well… Um… Er…
Advantages
Disadvantages
Simple – only Everyone does one word to it. remember. Lots of Can you thinking time. remember the question?
You can use If you use them them several too often you times in the sound stupid. same sentence. Use it depends It depends. You will sound You can only use it when It depends on intelligent. (the situation). (Stroke your there is more chin at the than one same time). possible Sorry? You answer. want to know what I think about this? Well…um…it depends, really.
Weekends - Asking about what people did? How was...?
How was your weekend? It was lovely. How was yours?
(great)
It was terrible. It was nice. A bit boring.
(really bad) (fine) (not very interesting)
Link words: then / after that • • • •
We had a drink. Then we went to the cinema. OR We had a drink, and then we went to the cinema. I went shopping. After that I met my sister. OR I went shopping, and after that, I met my sister.
Anyway, so anyway
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In spoken English, you use anyway or so anyway when you want to begin the next part of the story, or go back to then main story. • •
Janet didn’t know about it. So anyway, we got in the helicopter, and… We drank the champagne. Anyway, we landed and… Conversation Starters on the School Bus:
•
I think I have to take my jacket off. It's so hot on this bus today.
If there's a new bus driver, you can say: Wow, a new bus driver, I wonder what happened to our old one. •
•
Did you have a lot of homework last night? •
•
What are you doing this weekend?
•
Does your teacher give homework on the weekends?
I'm so tired. I should have gotten more sleep. What time do you go to sleep? •
•
I take piano lessons after school. Do you take music? (If the answer is no, then ask what the person does like to do after school.) •
Conversation Starters on the Lunch Line:
•
Wow, pizza again. I love pizza, do you?
Oh no, not macaroni and cheese. It's awful, don't you think? (of course you can substitute your most and least favorites.) •
What do you like to play at recess? I like to........(fill in what you like to do). •
Conversation Starters & Greetings How are you getting on?– just another way of saying ‘how are you?’ You doing OK? – asked when the person has had some tough experience recently and you want to ask politely if they’re OK. Hi, …! What’s new? – this is a very informal way of greeting a close friend or anyone who you see on a regular basis and you want to ask has anything happened since you last met. Hi, …! What’s up? – the same as above with a difference that you’re probably not that interested in what news the other person might have. 14
Hi, …! Long time no see! – used when you haven’t seen the person for a long period of time and you want to state that fact in the greeting. Hi, …! Have you been keeping busy?– just a standard enquiry with little or no direct meaning. Do you mind me asking…?– a typical way of asking something that might be a slightly personal question. OK, here’s the thing … – a very handy way to start making your point if you’re not sure how to begin the sentence. Typical Responses Thanks, I’ve been keeping busy– just a standard response to a standard greeting with little or no direct meaning. Thanks for asking, I’m fine, how are you?– a typical response and counter-question to a greeting phrase ‘how are you?’ Hi, how you’re doing! It’s good to see you!– a typical response to a greeting from someone
you haven’t seen for a while. Can’t complain – a response to a standard greeting like ‘How are you?’ It’s not as exciting phrase as ‘Thanks, I’m great!’ but it doesn’t mean you’re having some problems in your life. Can you say it again, please?– a request to repeat the question if you didn’t understand what was said. This can also be used when the native speaking person speaks a bit too fast – they should get the hint and slow down a bit. But if they don’t, you can ask a more direct question: Can you slow it down a bit, please? And how about you? – a typical response when you’re not sure what to ask next so you’re asking the other person the same think they asked you. You can respond with this counter-
greeting on nearly all standard greetings. To the best of my knowledge …– when you’re 99% sure about the statement you’re making. Also a good start of a response you want to take a bit more time to consider what you’re going to say. As far as I know … – the same as above. Good for you! – a response to someone telling you about their success in something or some good news that they’re happy about. Can’t argue with that – used when you agree with the statement of the other person.
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How do you know? – a counter-question you can ask when someone surprises you with a question about something they’re not really expected to know. That’s a good one! – a surprise response to funny or surprising news from your chat partner. Really? Tell me more about it!– used when you want your chat partner to tell me about what he/she just said. Frankly speaking, … – just a way to start your response. It indicates that you’re about to open up and be very honest with your chat partner. A great way of establishing an immediate trust. Well, to be honest with you, …– the same as above. No problem – a typical response to a small request you’re happy to do. This one is especially used when responding to superiors’ requests and it sounds more enthusiastic than if you simply say ‘sure’ or ‘OK’. Never mind, it’s fine!- this phrase is used when the person offers to do a favour for you but it’s not really necessary. Never mind, forget what I just said– this phrase is to be used when you said something that wasn’t important at all but your chat partner wants you to repeat it. You can also use this phrase if you feel that he/she might be slightly annoyed or offended by your question or comment so you want to end it there. You got me there – this can be said instead of ‘I don’t’ know’ – it will sound more casual and not as defensive as the old ‘I don’t know’! You’ve got to be kidding me!– said when someone tells you something that borders on the unbelievable and you want to express your surprise. That’s a good question.– a phrase used when you want to take your time to think over the question. This is an ideal phrase to use when you’re stuck but instead of remaining silent you can
start your response with this phrase. Well, how to put it in the right words. – the same as above. That would be great! – a response to an offer that you’re really happy about. … you know what I mean? – this is quite an overused phrase but you can definitely use it at the end of a sentence if you want to emphasize what you just said. You see, the thing is that …– this is how you begin a sentence when you’re asked to explain something. Departure Phrases 16
I’d better be going – followed by a simple phrase like ‘it’s too late’, or ‘have lots to do’ – and indicator you’d like to walk off and finish the conversation. OK, I’m sorry but I have to leave now!– used when your chat partner has clear intentions of continuing the conversation but you just need to go so you’re making it clear that you need to go. See you later! – used when you know that you’ll be seeing each other again sometime. See you around! – the same as above Keep in touch! – a good-bye phrase meaning you want the other person to get in touch with you every now and then and that you’ve the same intentions. It was nice seeing you, take care!– a good-buy phrase used when you know that you won’t see the person for a while. It’s been good talking to you!– the same as above phrase. Hope to see you again!– you can use this phrase when finishing a conversation with someone you’ve just met. Say hello to …! – a short and handy way of saying to remind someone from you.
Asking for and Giving Directions Asking for and Giving Directions How do I get to …? What's the best way to …? Where is …? Go straight on (until you come to …). Turn back./Go back. Turn left/right (into …-street). Go along …. Cross … Take the first/second road on the left/right It's on the left/right. 17
straight
on
opposite near next to between at the end (of) on/at the corner behind in front of (just) around the corner traffic lights crossroads, junction signpost
Phone … (company). Good morning. … (company). Good afternoon. … (company). How can I help you? I'm afraid you have dialled the wrong number. Who would you like to speak to? What does it concern, please? Would you mind telling me what you're calling about? Hold the line, I'll put you through. I'll pass you over to … (department). … is speaking on another line. … isn't in (yet). … is away on business. … is on holiday (this week). … is out for lunch. I'm afraid, … is not available at the moment. … will be back any minute. I'm sorry, but the line is engaged. There's no reply. 18
If you hold the line, I'll try again. Would you like to hold? Could you try again later / tomorrow? Can I take a message? Would you like to leave a message for …? If you give me your phone number, … will call you back. Could I have your name, please? Could I help you? / Maybe I can help you? … here. / … speaking. / This is … This is … (company), … (name) speaking. Sorry, I must have dialled the wrong number. Could I speak to …, please? Am I speaking to …? Could you put me through to …, please? It's about … I'm calling about … Could you please tell … I phoned? Could you give … a message, please? Could you ask … to call me back? Do you know when … will be back? Will … be in the office tomorrow? I'll try again later / tomorrow. Maybe you could help me? My English isn't very good. The line is bad. I can hardly hear you. I didn't get that. Could you speak more slowly, please? Could you speak louder, please? Could you repeat that, please? Could you spell that, please? Sorry? / Pardon?
Word List on Opinion and Statements Stating your Opinion It seems to me that … In my opinion, … I am of the opinion that …/ I take the view that .. My personal view is that … In my experience … As far as I understand / can see, … As I see it, … / From my point of view … As far as I know … / From what I know … 19
I might be wrong but … If I am not mistaken … I believe one can (safely) say … It is claimed that … I must admit that … I cannot deny that … I can imagine that … I think/believe/suppose … Personally, I think … That is why I think … I am sure/certain/convinced that … I am not sure/certain, but … I am not sure, because I don't know the situation exactly. I am not convinced that … I have read that … I am of mixed opinions (about / on) … I am of mixed opinions about / on this. I have no opinion in this matter. Outlining Facts The fact is that The (main) point is that … This proves that … What it comes down to is that … It is obvious that … It is certain that … One can say that … It is clear that … There is no doubt that …
Word List on Agreeing and Disagreeing Agreement There are many reasons for … There is no doubt about it that … I simply must agree with that. I am of the same opinion. I am of the same opinion as … I completely/absolutely agree with … Qualified Disagreement It is only partly true that... I can agree with that only with reservations. That seems obvious, but … That is not necessarily so. It is not as simple as it seems. Under certain circumstances … Disagreement 20
There is more to it than that. The problem is that … I (very much) doubt whether … This is in complete contradiction to … What is even worse, … I am of a different opinion because … I cannot share this / that / the view. I cannot agree with this idea. What I object to is … Unlike … I think …
Word List on Linking Arguments Linking Arguments First of all, I think … Not only that, but I also think that … Not only are they …, they are also … They are not …, nor are they … There are various/several/many reasons for this. First, … / Firstly, … Second, … / Secondly, … Moreover, … / Furthermore, … / In addition, … Another significant point is that … Finally, … On the one hand, … On the other hand, … In contrast to this is … Because of … That is why … After all, … The reason is that … In that respect … The result of this is that … Another aspect/point is that … It is because … Although it is true that … it would be wrong to claim that … That may sometimes be true, but … One could argue that …, but … Providing Examples Take for example (the case of) … Look at … For instance … / For example … Let me give you an example. Additions and Conclusion Most probably … It appears to be … It is important to mention that... 21
As I already indicated … In other words, … I am most concerned about … I should like to repeat once again that … I should like to emphasise that … I would (just) like to add … So all in all I believe that... (In) summing up it can be said that … Weighing the pros and cons, I come to the conclusion that …
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