Business English Tip of the Week

Have you ever received a letter or email where the sentences go on and on, one after the other in a stream, with only commas to separate them? These sentences often contain a number of points, some of which might be related. This makes them difficult to read and understand. Here's an example of an email we received from one of our subscribers:

With one idea in each clear, concise sentence, the message might read like this:

We did include more than one idea in two sentences so the message would not sound choppy. But they were closely related ideas.

So, the message here is: include only one idea in each sentence. Sometimes, it's acceptable to include two ideas in a sentence but only if they are closely related.

To help you with explaining procedures, you can use certain words to show a sequence of events.

To explain the order in which certain things are done

To add a further point

To check that the other person is following you, or has understood

In the past, writing and laying out a business letter was a pretty complex process. Not only did you have to be careful where you put your punctuation in the non-body sections of the letter, but certain parts of the letter itself needed to be indented, i.e. moved a number of spaces to the right. Putting a letter together like this took a lot of time.

Nowadays, business writers prefer simplicity over complexity. The punctuation and layout style preferred is the one that is the easiest and quickest to create. And it's the one that takes up the least thought.

Writers today tend to use OPEN PUNCTUATION and FULL BLOCKED LAYOUT STYLE.

Open Punctuation

In an Open Punctuation Style letter there is:

• No punctuation at the end of lines in the inside address
  
• No punctuation following the salutation and complimentary closing
  
• No punctuation following references, enclosures, copies, etc.

Full Blocked Layout Style

When using a full blocked layout style in a business letter there is:

• No indentation of the salutation and complimentary closing
  
• No indentation in the paragraphs of the letter
  
• No indentation to the date, reference, enclosures, copies, etc.

In this style, the only part of the letter that is centred is the company letterhead.

Sample Letter

Here's an example of a business letter with open punctuation and full blocked layout style.

If you have to talk on the phone in English, don't be afraid! The fear of talking on the phone in a second language will disappear if you practice often. The most difficult part about using the phone in a language that is not your own is the fact that you cannot see the other person's eyes, mouth, and body language. Although you might not be aware of it, in face-to-face conversation you lip-read and watch for smiles, frowns, and moving hands, all of which can help in understanding meaning.

In addition, it is true that telephone interaction is perhaps not taught enough in ESL classrooms, nor is textbook treatment of telephone conversation adequate. These deficiencies pose a serious problem for ESL learners, given how much everyone relies on the telephone in everyday life. Telephone talk appears to be one area in which ESL learners are particularly sensitive, since they frequently state that it is difficult to talk on the telephone and they either avoid or limit such interactions.

Here are a few tips for speaking English on the telephone:

Speak Slowly and Clearly

Listening to someone speaking in a second language over the telephone can be very challenging because you cannot see the person you are trying to hear. However, it may be even more difficult for the person you are talking with to understand you. You may not realize that your pronunciation isn't clear because your teacher and fellow students know and understand you. Pay special attention to your weak areas (such as "r's" and "l's" or "b's" and "v's") when you are on the phone. If you are nervous about using the phone in English, you may notice yourself speaking very quickly. Practice or write down what you are going to say and take a few deep breaths before you make a phone call.

Make Sure you Understand the Other Speaker

Don't pretend to understand everything you hear over the telephone. Even native speakers ask each other to repeat and confirm information from time to time. This is especially important if you are taking a message for someone else. Learn the appropriate expressions that English speakers use when they don't hear something properly. Don't be afraid to remind the person to slow down more than once. Keep your telephone in an area that is away from other noise distractions such as a radio or television.

Ask another student to practice talking on the phone with you. You might choose one night a week and take turns phoning each other at a certain time. Try to talk for at least fifteen minutes. You can talk socially, or role play different scenarios in a business environment. If you don't have access to a telephone, you can practice by setting two chairs up back to back. The most important thing about practicing telephone English is that you aren't able to see each other's mouths. It is amazing how much people lip-read without realizing.

Use Businesses and Recordings

There are many ways to get free telephone English practice. After business hours, you can call and listen to recorded messages. Write down what you hear the first time, and then call back and check to see if your notes are accurate. Use the phone in your everyday life. Call for a pizza delivery instead of going out to eat. Call a salon to book a hair appointment. You can even phone the movie theatre to ask for the listings instead of using the newspaper. Some large cities have free recordings you can call for information such as your daily horoscope or the weather (make sure that you aren't going to get charged for these numbers first). Some products have free phone numbers on the packaging that you can call for information. Think of a question you might want to ask and call the free number! For example, call the number on the back of the cereal box and ask for coupons. You will have to give your name and address. Make sure you have a pen handy so that you can repeat the information and check your comprehension.

Learn Telephone Etiquette (manners)

The way that you speak to your best friend on the phone is very different to the way you should speak to someone in a business setting. Many ESL speakers make the mistake of being too direct on the telephone. It is possible that the person on the other line will think that you are being rude on purpose if you don't use formal language in certain situations. Sometimes just one word such as "could" or "may" is necessary in order to sound polite. You should use the same modal verbs you would use in a formal "face-to-face" situation. Take the time to learn how to answer the phone and say goodbye in a polite manner, as well as all the various ways one can start and end a conversation casually.

Practice Dates and Numbers

You should practice saying dates and numbers aloud. You and a friend can write out a list of dates and numbers and take turns reading them over the phone to each other. Record what you hear. Exchange notes the next day and check your answers.

Prepositions are used to relate things or people to various ways of time, place, direction and distance. It is difficult to use prepositions correctly as most of them have a variety of uses and meanings.

Reading through the examples below will help you to become more familiar with the uses and meanings of prepositions of time and dates.

Use at + a particular time

(But not in the following: 'What time is it?' 'It's eight fifteen.')

Periods of the day

No preposition with this ... or tonight

No preposition with yesterday ... or last/next ...

But notice: at night

Use on + a particular day/date

On time, in time, by the time; at the end of, by the end of, in the end

These phrases seem similar but have different meanings. Look at the examples below:

In the end means 'finally/as a final result'

In past tips we have looked at the pronunciation of individual sounds and at word and sentence stress. The most noticeable feature of a foreign language, however, is often intonation and rhythm. Some languages are described as sounding "like music", other languages as being "flat" and without "melody". If the pronunciation of individual sounds can be compared with the individual notes in a piece of music, the intonation can be compared with the melody or tune.

All languages have their own intonation patterns. Why is intonation important? Intonation conveys both meaning and attitude, so when a non-native speaker gets the intonation wrong, s/he can be misunderstood or sometimes misinterpreted as sounding rude or demanding when this is not intended.

If a non-native speaker is almost fluent in the English language, intonation is often the only way in which one can tell that s/he is foreign. Moreover, if a foreign speaker is advanced in terms of grammar, vocabulary, etc., native speakers will make fewer allowances for intonation problems than they would with speakers who are obviously at a more elementary level.

For example, if an advanced level speaker unintentionally sounds rude or demanding, the listeners will assume that s/he means it.

What can we do to improve intonation?

Listen to as much spoken English as possible (on CD if you are unable to listen to native speakers) and be aware of where the voice rises and falls. When you listen, try to consider the attitude and feelings being conveyed. One word, for example, can be said in several different ways, depending on the meaning you wish to convey.

Are there any rules?

Yes, there are some. For example, most open questions (those beginning with "when", "where", "who", "which", what", "why" and "how" end with a falling tone and most closed questions (those requiring a "yes" or "no" answer) end with a rising tone.

Improving vocabulary skills requires constant attention. Here, we'll give you a few tips for increasing vocabulary in specific subject areas through the use of a vocabulary tree.

1. Choose a subject area that interests you.
   
   
2. Write a short introduction to the subject trying to use as many vocabulary words concerning the subject as possible.
   
   
3. Using your introduction, arrange the principle ideas concerning the subject into a vocabulary tree.
   
   
4. To create a vocabulary tree, put the subject at the centre of a piece of paper.
   
   
5. Around the central subject, put the principle areas relating to the subject. For example - verbs, nouns, descriptive adjectives, etc.
   
   
6. In each of these categories, write the appropriate vocabulary. If you need to, add sub-categories.
   
   
7. Create the same vocabulary tree in your native language.
   
   
8. Your native language tree will be much more detailed. Use this native language tree as a reference point to look up new words and fill in your English tree.
   
   
9. Rewrite your introduction concerning the subject taking advantage of the new vocabulary learned.
   
   
10. To make this vocabulary active, practice reading your introduction aloud until you can present it by memory.
    
    
11. Ask a friend or colleague to listen to your presentation and ask you questions about the subject.

When you answer the telephone in a business, you are interacting with a customer. Every telephone call you make at work gives you an opportunity to strengthen a customer relationship.

You also use the telephone in a business for other reasons too. After all, you may use the telephone to talk to customers at work, but you also talk to colleagues and co-workers on the phone, and they're not customers.

There are really two kinds of customers - external and internal. External ones are the people who call your company to buy products and services. The external customer's call demands your best telephone manners.

When you work with other people or you coordinate with other departments or divisions, you are interacting with internal customers. If a colleague calls needing data from you to prepare a report, that person is really your internal customer. Internal telephone calls deserve the same level of courtesy you'd normally use with real customers.

Telephone courtesy should become a habit. Whether you're interacting with external or internal customers, courtesy is always your best telephone strategy.

FOCUS ON TELEPHONE COURTESY

Draw on your telephone experiences - both as a customer and as a businessperson - to answer the questions below. Then consider each of the related telephone tips.

1. When you place a call, how many rings do you allow before you assume the party is not going to answer?

2. When the telephone rings, how quickly do you answer?

3. Have you ever been lost when someone tried to transfer your call?

4. When making a business call, do you like being put on hold? When you're on hold, have you ever felt abandoned or left hanging?

5. Have you ever been on the telephone when the other party dropped the receiver or accidentally banged it on the desktop?

6. How do you feel when talking on the telephone to someone who is eating or drinking during the conversation?

7. What impression do you get when the other person fumbles around looking for a pad or pencil?

8. When someone says he/she will call back at a specific time - but doesn't, how do you feel?

9. Suppose you receive a call and are disconnected. Who takes the initiative to resume the call?

Tag questions are small questions added to the end of a statement, for example:

The Structure of Tags

Here are a range of tag questions:

Note the structural elements:

• The first element contains a verb, often 'to be' or 'to do', and is often a repetition of the verb used in the statement.
• The verb is made negative, in the short form.
• The second element is a pronoun.

Using Tag Questions

Use tag questions to emphasize and encourage the other person to agree with you. They turn a strong statement into a question that is difficult to disagree with.

Gaining Agreement

Make a strong statement and add a tag question:

They will finish, won't they? I am the best person for the job, aren't I? This is the best way to do it, isn't it? She's the best person for the job, isn't she? There aren't enough seats for the meeting, are there? We should buy this equipment as soon as possible, shouldn't we?

Gaining Compliance

Start with what you want the other person to do, and then end with a tag such as 'won't you' or 'can't you'.

You won't let me know, will you? You will come to the dance, won't you? You can do this today, can't you? You can't force him to do it, can you?

Projecting a professional image over the phone is important for building a good working relationship with colleagues, clients or customers.

Here, we present you with a number of useful language structures for leaving a message over the telephone.

The language required for leaving messages can be categorized into the following sections:

Asking for someone

Asking when someone is back

Asking to leave a message

Explaining the reason for calling

Leaving a message containing information only

Leaving a message requesting action

Other useful expressions

A good way to make your presentations effective, interesting and easy to follow is to use signposting language. 'Signposting language' is the words and phrases that people use to tell the listener what has just happened, and what is going to happen next.

In other words, signposting language guides the listener through the presentation. A good presenter will usually use a lot of signposting language, so it is a good idea to learn a few of the common phrases, even if you spend more time listening to presentations than giving them! Signposting language is usually fairly informal, so it is quite easy to understand.

Here's some useful language:

Introducing the Subject

Finishing One Subject

Starting Another Subject

Analysing a Point and Giving Recommendations

Giving an Example

Dealing with Questions

Summarising and Concluding

Ordering / Sequencing

There are two kinds of introductions: self-introductions and three-party introductions.

When do you introduce yourself? When you recognize someone and he or she doesn't recognize you, whenever you're seated next to someone you don't know, when the introducer doesn't remember your name and when you're the friend of a friend. Extend your hand, offer your first and last names and share something about yourself or the event you're attending.

Tip: In a self-introduction, never give yourself a title such as Mr., Ms., Dr., etc.

In a three-person introduction, your role is to introduce two people to each other. In a business or business/social situation, one must consider the rank of the people involved in order to show respect. Simply say first the name of the person who should be shown the greatest respect. And remember, gender (whether someone is male or female) doesn't count in the business world; protocol is based upon rank. Senior employees outrank junior employees, and customers or clients outrank every employee (even the CEO).

Begin with the superior's name, add the introduction phrase, say the other person's name and add some information about the second person. Then reverse the introduction by saying the second's name, followed by the introduction phrase and the superior's name and information. When a three-party introduction is done correctly, the two people being introduced should be able to start some small talk based upon what you shared about each of them. Introductions should match, so if you know the first and last names of both people, say both. If you know only the first name of one person, say only the first names of both.

Examples:

"Mr. Brown, I'd like to introduce Ms. Ann Smith, who started yesterday in the Accounts Department. Ann, this is Douglas Brown, our CEO."

(Ann would be wise to call the CEO "Mr. Brown" right away and not assume she may call him by his first name. Always use the last names of superiors and clients until you are invited to do otherwise.)

"Pete, I'd like to introduce to you Doug Brown, our CEO. Doug, I'd like you to meet Pete Johnson, who's considering our firm for his ad campaign."

Tip: Don't say "I'd like to introduce you to..", but rather "I'd like to introduce to you"

Tip: Always stand for an introduction.

To succeed in business, you need good social skills. Knowing how to shake hands and handle introductions can give you an advantage over your competition!

Techniques

1) Some people like to learn by studying English grammar and then using it in sentences. Other people like to learn by listening to spoken English and then repeating it the best way they can. Actually, the best way to learn is to use both of these techniques together.

2) When you learn a new word, write it down in your notebook. Write the definition in English, not in your own language. Below the meaning, write down the sentence or phrase where you found the word.

3) Many verbs, nouns and adjectives are used with certain prepositions. For example: afraid + of or apply + for. Make sure that you learn the words together with their prepositions.

4) Out of the four skills: reading, writing, speaking and listening, the best way to learn new words is through reading.

5) Read the day's newspaper in your own language and then read one in English. This way, you already know the context and main ideas of the main stories. It will be easier for you to guess the meaning of new words.

6) Read graded readers. These provide excellent reading practice for elementary to advanced level learners.

7) Read something that you are interested in. If you like sports, read about sports. If you like fashion, read about fashion.

8) Find a penpal, the traditional way, or an epal from the Internet.

9) Try reading and leaving messages on an online message board.

10) Speak as much and as often as you can in English. Don't worry too much about your grammar when you speak. It's ok to make mistakes.

Right now you are reading English. That means that you are using your brain in a very active way. Reading is a very active process. It is true that the writer does a lot of work, but the reader also has to work hard. When you read a text, you have to do some or all of these:

• imagine a scene in your head
• understand clearly what the writer is trying to say
• agree or disagree with the writer

When you learn a language, listening, speaking and writing are important, but reading can also be very helpful. There are many advantages associated with reading, including:

You have few problems reading the language or understanding others. But telephoning in English? That's when you start to panic. This is understandable. You can't see the other person, and voices are often more difficult to understand on the phone. All is not lost, however. There are some simple steps you can take to improve your telephoning skills.