Useful phrases for conversation

Offering to help How can I help? Apologizing / showing understanding I understand how you feel. I must apologize… I’m terribly sorry, but… Making suggestions I think we should… How about…? Why don’t we…? Would it be possible to…? What about if we…? Requesting action Could you look into the matter? Please can you check with...? Agreeing Yes, that’s a good idea That’s true I agree I totally agree Disagreeing I’m sorry, I don’t agree I’m afraid I don’t agree Maybe, but… Rejecting suggestions I don’t think it’s a good idea I’m not keen on it Expressing enthusiasm That’s great Exploring positions What do you have in mind? How would you feel about a bigger discount? Checking understanding When you say there are delivery problems, what do you mean? Have I got this right? You said a discount on an order of 1000 If I understand you correctly… Refusing an offer I’m sorry, we can’t accept that I’m not sure about that Accepting an offer I think we can agree to that That sounds reasonable Playing for time I’d like to think about it I’m sorry, but I’ll have to consult my colleagues about that Closing the deal That’s it, then. I think we’ve covered everything Great! We’ve got a deal Showing sympathy I quite understand… I know how you feel… Ending a conversation Sorry, I really must be off… Please excuse me, I really have to leave… Referring to the audience’s knowledge As you know… As you are aware… Considering less obvious options We could try… It might be worth… Making a decision The solution then is to… The best way forward is to… Commenting I think that’s interesting because… Involving the audience OK, what is Smarterwork? Expressing satisfaction Yes, that would be very helpful… Expressing dissatisfaction I don’t think that would do much good Asking for clarification Can you explain it a bit more clearly? What exactly do you mean? Can I get this clear? Showing interest Really? That’s interesting Right / OK / Mmm Yes / No Showing empathy I know what you mean How awful Asking for details So what happened? What did you do? You should look down at the monitor, not up You shouldn’t use a monitor that’s fuzzy or distorts the Image It’s a good idea to have a monitor with a tilt-and-swivel stand First/next/then/after that/finally

Clarifying Are you saying…? What do you mean by…? Could you be more specific please? Summarising You think… What you’re saying is… In conclusion, To sum up, In short, Making the complaint I’m ringing to complain about… I’m sorry, but I’m not satisfied with… Unfortunately there’s a problem with… Explaining the problem The CD player doesn’t work There seems to be a problem… We haven’t received the… Insiting It really isn’t good enough I’d like to know why… Threatening If you don’t replace the product, I’ll complain to the manager If you can’t deliver on time, we’ll have to contact other suppliers Showing understanding Oh dear! Sorry to hear that Mmm, I see what you mean I’m sorry about the problem Getting the facts Could you give me some details please? What happened exactly? What’s the problem exactly? Making excuses It’s not our policy to replace items It’s not our fault that it hasn’t arrived I’m afraid that’s not quite right Promising action OK, I’ll look into it right away I promise you I’ll check the details and get back to you Referring back As I mentioned earlier in my presentation… Making points in threes You really have to plan carefully, be rigorous in your analysis and be flexible… It’s a long process. It’s expensive. It can also be very profitable Ordering Firstly…, then…, finally… There are three things in my mind and the first thing is… Instructions and advice Get an adjustable chair Don’t put your monitor in front of a window Indicating addition Furthermore/besides/and/in addition/moreover Making contrasts However/although/on the other hand/whereas/but Explaining the results or effects of something Therefore/so/consequently/as a result/thus/because Following instructions Like this? Is that right? OK, I’ve done that now. What next? Is that everything? Anything else? Adding arguments In addition, Furthermore, Introducing opposing ideas On the one hand, Some people say, On the other hand, Others say… However, Expressing opinions In my opinion, It seems to me that … I believe that … It’s clear that … I think that … What do you think about number …? I’m not sure that… will… I completely agree/disagree with…

Вам предлагается использовать разработанный алгоритм составления диалога (Таблица 1).