Telephone Skills: Customer Service on the Phone - Functional Language Reference Sheet

Giving Advice and Making Suggestions: Functional Language Reference Sheet

Telephone Skills: When Someone is Unavailable - Functional Language

Negotiations Part 2: Functional Language Reference Sheet

Business Meetings: Talking About Options - Functional Language Reference Sheet

Business Presentations: Signposting - Functional Language Reference Sheet

Customer Service: Handling Customer Complaints - Functional Language Reference Sheet

Business Meetings: Developing an Argument Part 1 - Functional Language Reference Sheet

Business Meetings: Querying Information: Functional Language Reference Sheet

Telephone Skills: Requesting Information - Functional Language Reference Sheet

Telephone Skils: Enquiries and Requests - Functional Language Reference Sheet

Handling Serious Disagreement: Functional Language Reference Sheet

Business Email: Referencing - Functional Language Reference Sheet

Business Email: Addressing Problems and Mistakes - Functional Language Reference Sheet

Business Email: Confirming Orders and Prices - Functional Language Reference Sheet

Telephone Skills: Dealing with Persistent Callers - Functional Language Reference Sheet

Discussing Someone's Performance: Functional Language Reference Sheet (talking about a staff's performance with another colleague)

Extract from a Performance Appraisal

Offering Help: Functional Language Reference Sheet

Telephone Skills: Handling Customer Complaints - Functional Language Reference Sheet

Making Future Plans - Functional Language Reference Sheet

Welcoming Business Visitors - Functional Language Reference Sheet (greeting, offering)

Giving and Receiving Verbal Instructions - Functional Language Reference Sheet

Making Polite Requests - Functional Language Reference Sheet

Telephone Skills: Using Standard Telephone Phrases - Functional Language

Telephone Skills: Bad News - Making a Cancellation – Functional Language Reference Sheet

Telephone Skills: Passing on Messages to Clients - Functional Language Reference Sheet

Telephone Skills: Telephone Communication Problems Part 1 (a Bad Line) - Functional Language Reference Sheet

Accepting and Refusing Business Invitations - Functional Language Reference Sheet

Criticizing Someone in Right Way - Functional Language Reference Sheet

Showing Empathy in Business Situations - Functional Language Reference Sheet

Expressing Opinions and Agreement - Functional Language Reference Sheet

Handling Difficult Requests - Functional Language Reference Sheet (customer service / telephone skills)

Complimenting Someone at Work - Functional Language Reference Sheet (praising, congratulating, flattering, saying something good about someone)

Ending a Conversation Politely - Functional Language Reference Sheet

Entertaining a Business Visitor - Practical English in a Bar and Restaurant - Functional Language Reference Sheet

Kicking Off and Outlining Your Position  - Functional Language Reference Sheet (Business Negotiations)

Clarifying and Confirming Verbal Instructions - Functional Language Reference Sheet

Placing, Changing and Canceling Orders - Functional Language Reference Sheet (Telephone Skills)

Making Plans - Functional Language Reference Sheet (business meetings, necessity, suggestions, recommendations)

Handling Questions with Authority - Functional Language Reference Sheet (Business Presenations)

Pitching New Offers - Functional Language Reference Sheet (Sales)

Concluding a Deal - Functional Language Reference Sheet(Business Negotiations, Business Negotiating, Negotiating Deals, Coming to an Agreement)

Discussing Business Proposals - Functional Language Reference Sheet(Business Meetings, suggestions, opinions, recommendations, speculating about the future, advantages and disadvantages)