Page 162 - Perfect Phrases ESL Everyday Business

Appendix A

• Listen. Listening is your best asset. Listening to customers,
clients, and guests helps you correctly assess their needs
and respond appropriately. Listening to your manager or
supervisor saves you time, and often, embarrassment from
misunderstandings. Listening to colleagues and coworkers
helps you work more effectively together. Finally, listening
demonstrates interest and caring.
• Summarize. Both those with whom you work and
your customer (or client) base are increasingly diverse.
Summarizing requests or instructions can help all involved
get the correct result; for example: “I hear you saying
that . . . , is that correct?” “Is that what you meant?” “So you
think that I should . . . ?” “Did I understand you to say . . . ?”
“Let’s summarize what we just discussed.” “Let’s clarify
our respective roles in this project so that there isn’t any
duplication of effort.”
• Don’t interrupt. Interrupting is considered rude, but
sometimes it is necessary. You may have to interrupt
someone who is on the phone or in a conversation with
another because you have an urgent message. Try phrases
like: “I’m sorry to interrupt but . . . ,” “Excuse me, may I have
a moment, please?,” or “Please call me as soon as you’re
through; something important has come up.” Sometimes,
conversations are a rapid exchange of information and
ideas and seem to be one interruption after another. Use
your judgment to determine whether or not jumping in is
appropriate.
• Ask questions. Asking questions shows that you are listening
and interested. Sometimes, just the right question can save
everyone a lot of time. It’s always better to ask than to guess
and, perhaps, do the wrong thing.
• Choose your words. Some words and phrases may be okay in
personal situations but not in business. Others just don’t cut
it in any situation. Following are phrases to avoid on the job:

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