Resources Additional Resources

BUSINESS LETTERS

• Starting and Finishing Letters and Emails [ more... ]

• Replies to Letters of Complaint [ more... ]

• Adjustment Letters [ more... ]

• Considerate Business Letters [ more... ]

• Standard Expressions for Ending Business Letters [ more... ]

• Writing Style for Business Letters [ more... ]

• Writing Goodwill Letters [ more... ]

BUSINESS EMAILS & MEMOS

• Starting and Finishing Letters and Emails [ more... ]

• Addressing Problems and Mistakes [ more... ]

• Referencing [ more... ]

• Replies to Requests [ more... ]

• Clarifying and Confirming [ more... ]

• Informing and Notifying [ more... ]

• Enquiries [ more... ]

• Developing and Appropriate Tone in Internal Email [ more... ]

• Contrasting Tone in Internal Emails [ more... ]

• Writing Short Business Emails [ more... ]

• Using Standard Expressions [ more... ]

• The Direct Approach to Giving Bad News [ more... ]

• Writing Memo Reports [more... ]

BUSINESS TELEPHONE TALK

• Controlling a Call [more]

• Internal vs. External Calls [more]

• Requesting Information [more]

• Taking Messages [more]

• Handling Customer Complaints [ more... ]

BUSINESS SPEAKING SKILLS (including for specific business situations)

• Giving and Receiving Verbal Instructions [ more... ]

• Saying 'No' in the Right Way [ more... ]

• Clarifying and Confirming Verbal Instructions [ more... ]

• Chasing up Payments [ more... ]

BUSINESS SPEAKING FUNCTIONS

• Clarifying and Confirming Verbal Instructions [ more... ]

• Asking For & Confirming Information [ more... ]

• Querying Information [ more... ]

• Requesting Information [ more... ]

CUSTOMER SERVICE SKILLS

• Handling Complaints [more]

BUSINESS MEETINGS

• Chairing a Business Meeting [ more... ]
• Discussing Business Proposals [ more... ]
• Making Plans [ more... ]
• Interrupting Effectively [ more... ]
• Avoiding Communication Breakdown [ more... ]
• Making Persuasive Arguments [ more... ]
• Communicating Action [ more... ]
• Concluding a Meeting [ more... ]
• Keeping to the Point [ more... ]
• Talking about Options [ more... ]
• Reporting Back [ more... ]
• Building an Argument Part 1 [ more... ]
• Building an Argument Part 2 [ more... ]
• Querying Information [ more... ]

NEGOTIATION SKILLS

• Business Negotiatons - Kicking Off and Stating your Position [ more... ]

• Business Negotiations - General Skills 1 [ more... ]

• Business Negotiations - General Skills 2 [ more... ]

• Business Negotiations - General Skills 3 [ more... ]

• Business Negotiations - Concluding a Deal [ more... ]

• The A-Z of Redundant Phrases [ more... ]
• Sales and Marketing Terms [ more... ]
• Using Approximate Language [ more... ]
• The Language of Credit [ more... ]
• Basic Financial Vocabulary [ more... ]
• Environmental Awareness [ more... ]
• Real Estate Vocabulary in Context [ more... ]
• The Language of Sales and Retail [ more... ]
• Basic Customer Service Vocabulary in Context [ more... ]
• Writing Numbers as Words [ more... ]

BUSINESS LETTERS

• Standard Expressions for Ending Business Letters [more]

BUSINESS EMAILS & MEMOS

• Starting and Finishing Letters and Emails [ more... ]

• Confirming Prices and Orders [ more... ]

• Addressing Problems and Mistakes [ more... ]

• Referencing [ more... ]

• Replies to Requests [ more... ]

• Clarifying and Confirming [ more... ]

• Making Arrangements [ more... ]

• Informing and Notifying [ more... ]

• Enquiries [ more... ]

• Developing and Appropriate Tone in Internal Email [ more... ]

• Contrasting Tone in Internal Emails [ more... ]

• Writing Short Business Emails [ more... ]

• Using Standard Expressions [ more... ]

BUSINESS TELEPHONE TALK

• Sales Techniques [more]

• Cold Calls - Making Arrangements [more]

BUSINESS SMALL TALK

• Getting Acquainted [ more... ]

• Talking about Work [ more... ]

• First Meetings [ more... ]

• Small Talk Before a Business Meeting [ more... ]

• Talking about Your Company and Work [ more... ]

BUSINESS SPEAKING SKILLS (including for specific business situations)

• Conversation Techniques [ more... ]

• Saying 'No' in the Right Way [ more... ]

• Explaning a Company's Organisation [ more... ]

• Making Comparisons [ more... ]

• Entertaining Business Visitors in a Bar or Restaurant [ more... ]

• Talking about Your Company and Work [ more... ]

• Making Persuasive Arguments [ more... ]

• Questioning Techniques [ more... ]

• Sales Techniques [ more... ]

• Buying Time [ more... ]

• Chasing up Payments [ more... ]

BUSINESS SPEAKING FUNCTIONS

• Making Polite Requests [ more... ]

• Asking For & Confirming Information [ more... ]

• Offering Help [ more... ]

• Giving Advice and Making Suggestions [ more... ]

• Introducing [ more... ]

• Saying Goodbye [ more... ]

BUSINESS PRESENTATIONS

• Business Presentations - Referring to Visual Aids [ more... ]

• Wrapping Up a Business Presentation [more]

• Signposting [more]

• Describing Graphs and Trends [more]

• Structuring a Business Presentation [more]

• Handling Question and Answer Sessions [more]

BUSINESS NEGOTIATIONS

• Business Negotiatons - Kicking Off and Stating your Position [ more... ]

• Business Negotiations - General Skills 1 [ more... ]

• Business Negotiations - General Skills 2 [ more... ]

• Business Negotiations - General Skills 3 [ more... ]

• Business Negotiations - Concluding a Deal [ more... ]

SALES

• Pitching a Sale: Elevator Speeches [more]

• Cold Calls - Making Arrangements [more]

• Pitching New Offers [more]

CUSTOMER SERVICE

• Strategy for Customer Service [ more... ]

• Good/Bad Customer Service [ more... ]

• Handling Complaints [ more... ]

• Welcoming Business Visitors [ more... ]

• Methods of Payment in International Trade [ more... ]
• Sales and Marketing Terms [ more... ]
• Using Approximate Language [ more... ]
• The Language of Credit [ more... ]
• The Language of Advertising [ more... ]
• Basic Financial Vocabulary [ more... ]
• Talking About Your Company [ more... ]
• The Language of Sales and Retail [ more... ]
• Basic Customer Service Vocabulary in Context [ more... ]
• Writing Numbers as Words [ more... ]
• Phrasal Verbs about Using Money [ more... ]

BUSINESS WRITING SKILLS TOPICS

• Active and Passive Voice in Business Writing [ more... ]

• Writing Style for Business Letters [ more... ]

• Developing and Appropriate Tone in Internal Email [ more... ]

• Parallel Form in Business Writing [ more... ]

• Using Action Verbs in Business Documents [ more... ]

• Sequencing Ideas in Business Writing [ more... ]

• Writing Business Documents in Plain English [ more... ]

• Adding Supplmentary Details to Sentences [ more... ]

• Coherence and Unity in Business Documents [ more... ]

• Using Linking Words and Phrases [ more... ]

• Using Vertical Lists in Business Documents [ more... ]

• Using Clear, Familiar Words [ more... ]

• Business Writing Style 1 [ more... ]

• Business Writing Style 2 [ more... ]

• Business Writing Style 3 [ more... ]

• Tone in Business Writing [ more... ]

• Concise Writing - Eliminating Wordiness [ more... ]

• Varying Sentence Length and Structure [ more... ]

• Punctuation in Business Writing [ more... ]

• General Review [ more... ]

BUSINESS EMAILS & MEMOS

• Starting and Finishing Letters and Emails [ more... ]

• Addressing Problems and Mistakes [ more... ]

• Referencing [ more... ]

• Replies to Requests [ more... ]

• Clarifying and Confirming [ more... ]

• Informing and Notifying [ more... ]

• Enquiries [ more... ]

• Developing and Appropriate Tone in Internal Email [ more... ]

• Contrasting Tone in Internal Emails [ more... ]

• Writing Short Business Emails [ more... ]

• Using Standard Expressions [ more... ]

• The Direct Approach to Giving Bad News [ more... ]

• Writing Memo Reports [more... ]

BUSINESS REPORTS & PROPOSALS

• Writing Introductions to Reports [ more... ]

• Writing Conclusions to Reports [ more... ]

• Structuring a Formal Business Report [ more... ]

• Basic Report Writing Workshop [ more... ]

• Writing Abstracts to Business Reports [ more... ]

• Report Writing - Discussing the Findings [ more... ]

• Writing Memo Reports [more... ]

• Describing Graphs and Trends [more... ]

BUSINESS INSTRUCTIONS

• Writing Instructions [more... ]

BUSINESS SMALL TALK

• Getting Acquainted [ more... ]

• First Meetings [ more... ]

• Small Talk Before a Business Meeting [ more... ]

BUSINESS SPEAKING SKILLS (including for specific business situations)

• Criticizing Someone in the Right Way [ more... ]

• Discussing the Future and Future Certainty [ more... ]

• Giving and Receiving Verbal Instructions [ more... ]

• Making Future Plans [ more... ]

• Discussing Someone's Performance [ more... ]

• Handling Serious Disagreement [ more... ]

• Accepting and Refusing Business Invitations [ more... ]

• Giving a Verbal Report [ more... ]

• Giving Progress Updates [ more... ]

• Resolving Internal Conflicts [ more... ]

• Avoiding Communication Breakdown [ more... ]

• Dealing with Hostile Situations [ more... ]

• Being Assertive [ more... ]

• Communicating Action [ more... ]

• Dealing with Angry Customers [ more... ]

• Handling Complaints [ more... ]

BUSINESS SPEAKING FUNCTIONS

• Clarifying and Confirming Verbal Instructions [ more... ]

• Asking For & Confirming Information [ more... ]

• Querying Information [ more... ]

• Requesting Information [ more... ]

BUSINESS MEETINGS

• Teleconferencing: Communication Problems [ more... ]
• Chairing a Business Meeting [ more... ]
• Discussing Business Proposals [ more... ]
• Making Plans [ more... ]
• Interrupting Effectively [ more... ]
• Avoiding Communication Breakdown [ more... ]
• Making Persuasive Arguments [ more... ]
• Communicating Action [ more... ]
• Concluding a Meeting [ more... ]
• Keeping to the Point [ more... ]
• Talking about Options [ more... ]
• Reporting Back [ more... ]
• Building an Argument Part 1 [ more... ]
• Building an Argument Part 2 [ more... ]
• Querying Information [ more... ]

• The A-Z of Redundant Phrases [ more... ]
• Using Approximate Language [ more... ]
• The Language of Business Travel [ more... ]
• Basic Financial Vocabulary [ more... ]
• Talking About Your Company [ more... ]
• The Language of Human Resources [ more... ]
• The Language of Graphs [ more... ]
• Basic Customer Service Vocabulary in Context [ more... ]
• Writing Numbers as Words [ more... ]