KEYS

TO
EMAILS


E f f e c t i v e C o m m u n i c a t i o n
s e r i e s



Formations en Communication en Langues
allemand anglais arabe chinois franais italien japonais
T 0825 096 860 contact@ecsplicite.com




















EFFECTIVE COMMUNICATION
S E R I E S
Keys to Emails







WELCOME

This book is designed to help you in your work.

We advise you to use it regularly and keep it within easy reach.

Do not hesitate to contact ECSPLICITE if you have any questions.
Phone: 0825 096 860
Email: contact@ecsplicite.com









Keys to Emails, by Laurent Sorgato
is a book from the series Effective Communication


Copyright SGDL 2003

All rights reserved. No part of this publication may be reproduced,
stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or
otherwise,
without the prior written permission of the author.

This book is sold subject to the condition that it shall not, by way of trade
or otherwise, be lent, resold, hired out, or otherwise circulated
without the publisher's prior consent in any form of binding or cover
other than that in which it is published, and without a similar condition
being imposed on the subsequent purchaser.

Proudly printed in France



































ECSPLICITE KEYS TO EMAILS
1. ATTACHING


From : Jerry KAZO

To : k.parker@docdotcom.co.uk

Subject : Re: emergency call procedure documentation


Dear Ken,

Dear Mr Parker,


Youll find attached the emergency procedure documents you asked for.
Please find enclosed, as requested, the documentation explaining the procedure to use in case of
emergency.

Let us know if you need any further info.
Dont hesitate to contact us if you need anything further.

Rgds,
Kind regards,


































































ECSPLICITE KEYS TO EMAILS
2. KEEP IT SHORT & SIMPLE - K.I.S.S.

On October 1 1998, Bill Clinton signed a directive asking bureaucrats to use plain English.

unnecessary technical terms are out . Shorter is better than long. Active
is better than passive Clarity helps advance understanding. By using plain
language, we send a clear message about what the government is doing, what
it requires, and what services it offers. Plain language saves the government
and private sector time, effort and money.


Perhaps the shortest letter ever written was received by Victor Hugo from his publisher, on
Feb. 28, 1802. Mr Hugo had written to his publisher asking how he liked the manuscript, Les
Miserables. This was the entire response.

!


Another letter that keeps things short and simple:

Gentlemen:

You have undertaken to cheat me. I wont sue you for the law is too
slow. Ill ruin you.

Yours truly,

Cornelius Vanderbilt




















































ECSPLICITE KEYS TO EMAILS
3. INFORMATIVE OR DESCRIPTIVE SUBJECT LINES

Do you open ALL your emails? Why not?
How do you judge when you should open an email?

A good subject line informs the readers BEFORE they open the email what the subject or the object
is.

NOT

Subject : Information

Message:
Please send me information on your courses.

This request does not help. What is necessary? prices, dates, numbers, languages.

BUT DESCRIPTIVE

Subject : Request for further information

OR INFORMATIVE

Subject : Portugese language immersion courses

Message:
Do you have any immersion courses for Portugese and are there any Web pages on the
course material.






















































ECSPLICITE KEYS TO EMAILS
4. REFUSING


From : Fritz Pulsen

To : howard.charles@perso.com

Subject : OP Managers vacancy


Dear Howard,
Dear Mr OMalley,

Thanks again for coming forward for the Operations Manager vacancy. You gave us plenty
of food for thought. Finally, we opted for someone with a more commercial profile.
We would like to thank you again for applying for the post of Operations Manager. We considered
your resume and your references at some length. However, we regret to inform you that your
profile does not quite correspond to the one we are looking for.

Youve got a great technical track-record, but were looking for more sales experience.
The operation needs a solid sales network, which is not something you have ever done.
Although your technical experience is very impressive, we are looking for someone with a more
sales and marketing background to set up a sales network, an area where you have unfortunately
very little knowledge in the field.

We wish you all the best
We would like to take the opportunity to thank you once again and wish you well.

Kind regards,
Yours sincerely,























































ECSPLICITE KEYS TO EMAILS
5. R U READY 4 THIS?/ NETSPEAK


ASAP As soon as possible
B4 Before
BRB Be right back
BTW By the way
CU See you
CYL8R See you later
EOD End of discussion
FAQ Frequently asked questions
F2F Face to face (also meeting in person)
FYI For your information
IAC In any case
IC I see
LOL Laughing out loud
OIC Oh, I see
PLS Please
PPL People
ROTFL Rolling on the floor laughing
SOME1 Someone
TGIF Thank God its Friday
TNX Thanks
U You
UC? Do you see/understand?
UR You are
W8 Wait
WB Welcome back
BTW By the way
IMHO In my honest opinion
RTFM Read the f******* manual
TTFN Ta ta for now
TIA Thanks in advance
G2G Got to go
TTYL Talk to you later









































ECSPLICITE KEYS TO EMAILS
6. INSISTING


From : Linda Mars

To : stuart.mackintosh@pentateuchind.com

Subject : Deadline on Quadrant


Stuart,
Dear Stuart,

Whats up? Were running late on Quadrant. We should have already sent the report. I
understand youre working under pressure. But we really must meet our deadline. I
know we can count on you.

I realize that you have been working flat out on the Quadrant project but we are now seriously
behind schedule. I cant understand why it is taking this long. Unless there are reasons to justify a
further delay, I must ask you to get the report to us by the end of the week, at the latest.

Take care,
Sincerely,


































































ECSPLICITE KEYS TO EMAILS
7. EMAIL SYNTAX


. DOT

@ AT

/ SLASH

\ BACK SLASH

- DASH or HYPHEN

_ UNDERSCORE or UNDERLINE

: COLON

SPACE









































ECSPLICITE KEYS TO EMAILS
8. RESERVING


From : Jessica Hartley

To : h.valentine@carryout.ca

Subject : Conference reservation


Hattie,
Dear Hattie,
Rooms:
As we said, wed like to book facilities for our May 5-6 Sales conference. We need the
This is to confirm our request by telephone for our May 5-6 Sales conference. We would like the
WELLINGTON ROOMS, CHURCHILL GALLERY & MONTGOMERY SALON
Numbers:
Therell be 62 people in all for the first day and 55 for the second.
Sixty-two people will be attending the conference the first day and 55 the second.
Meals:
A simple no-frills luncheon in the Montgomery Salon for both days will be fine. Could you
include a vegetarian menu?
As regards meals, we would appreciate a simple luncheon in the Montgomery Salon. We would be
grateful if you could propose a vegetarian alternative for up to 10 people..

Equipment needs:
We will need a complete video-conference set-up for the Wellington rooms. Basic paper
supports and overhead projectors will do for the other two rooms.
We require a complete video-conference set-up for the Wellington rooms. The other two rooms need
only basic paper supports and overhead projectors.

All the best,
Sincerely,















































ECSPLICITE KEYS TO EMAILS
9. WHEN TO TALK AND WHEN TO E-MAIL


Talk when Email when



You want immediate
feedback from the
audience
Your message is
relatively simple and easy
to accept
You don't need a
permanent record
You can assemble the
audience conveniently
and economically.
You want to encourage
interaction to solve a
problem or reach a
decision


You don't need immediate
feedback, but you do need
speed.
You don't need a
permanent record, but you
want to overcome time-
zone barriers.
You are trying to reach a
large and dispersed
audience, personally
You want to minimize oral
distortion but you are in a
hurry and in a distant
place.
You want to avoid direct
contact






























































ECSPLICITE KEYS TO EMAILS
10. ORDERING


From : Marsha Peters

To : p.chakran@oregacline.com

Subject : Order No. 456 999 - urgent



Dear Phil,
Dear Phillip,

Below is the order for week 14 for both base product and additives.
Im writing to you to confirm you the order for the 14
th
week. It concerns both base product and
additives.

It is urgent as usual. To avoid any problems with the carrier, give us a call if you have
any questions about shipment.
I would also like to emphasize once again how urgent this order i. So if you should have any
questions regarding the shipment, please contact me directly. It will avoid problems with the carrier.

Regards,
Yours sincerely,































































ECSPLICITE KEYS TO EMAILS
11. USE POSITIVE WORDS

Present yourself as an optimist: the glass is half full, not half empty.
Tell the reader what you can and will do, not what you cant and wont do.
Stress what something IS, not what it IS NOT.
Open with ACTION, and not explanation or apology.
Avoid words with negative connotations.

WORDS TO USE
Benefit
Delighted
Glad
Immediately
Please
Right
Save
Bonus
Excellent
Guarantee
I will
Pleasing
Safe
Thank you
Congratulations
Friend
Health
Of course
Proven
Sale
Vacation
Convenient
Generous
Honest
Pleasant
Qualified
Satisfactory
Yes

AVOI D NEGATI VE WORDS
Apology
Impossible
Delay
Failure
Regret
Unable to
Broken
Inconvenient
Difficulty
Guilty
Sorry
Your claim
Cannot
Loss
Disappoint
Mistake
Suspect
Neglect
Complain
Damages
Discomfort
Problem
Trouble
Refusal







































ECSPLICITE KEYS TO EMAILS
12. THANKING


From : Mark Molino

To : l.swift@excellence.fr

Subject : A thousand thanks



Loretta,
Dear Loretta,

Just to say thanks again for your help and hard work on the new payroll software. Itd
have been a lot harder without you. We could all follow your example.
On behalf of everyone, I would like to thank you once again for your help and hard work on the new
pay roll software. It would have been very difficult without your valuable contribution. I would
particularly like to congratulate you on your professionalism and commitment : you have set an
example for us all.

All the best. See you at the next weekly,
I wish you all the best.


































































ECSPLICITE KEYS TO EMAILS
13. USE GENDER NEUTRAL LANGUAGE


Chairman
Mankind
Delivery boy
Postman
Sales man
Stewardess
Workman
Repairman
Policeman
Newsman
Weatherman
Fireman
Man made
He / She

















Moderator
Humanity
Messenger
Letter carrier
Sales rep
Flight attendant
Worker
Service technician
Police officer
Reporter
Meteorologist
Firefighter
Synthetic
They














































ECSPLICITE KEYS TO EMAILS
14. CONFIRMING


From : Jim Henderson

To : j.christie@mgm.com

Subject : Helsinki conference arrangement


Julie,
Dear Julie,


Wed appreciate it if you could confirm your departure and arrival times for the
conference in Helsinki.
We would be very grateful if you could confirm your departure and arrival times for the Helsinki
conference.

We just need to sort out the final details.
Please could you let us know your arrangements so that we can finalise the details.

Thanks again,
Best regards,
































































ECSPLICITE KEYS TO EMAILS
15. SMILEYS

:>) smile
:>} moustache
:>> sarcastic
:>( upset
:>{ nothing special
:>D laugh
:>[ vampire
:>I mmmm...
:>< disappointed
:>O yawn
:>,( tear
|>I sleepy
|^o snore, seriously bored
:>* hugs and kisses
:>C mild surprise
:>] timid smile

































































ECSPLICITE KEYS TO EMAILS
16. PROPOSING


To : Excalibur project team members

From Francesca Gonzales

Subject : 11 November Excalibur update agenda


Dear all,
Dear colleagues,

Here is the proposed agenda for the Excalibur network update meeting, which should last
about 2 hours.
Youll find below the proposed agenda for our next meeting to discuss current issues and next steps
on the Excalibur network program. If all goes according to plan, the meeting will be over by 11 am.

If anyone has anything to add to the agenda, drop me a line before the end of the week.
If you wish to add any further items, please contact us in advance, ideally before Friday, so that we
have sufficient time to inform those concerned.

Date, time and place
Roosevelt Rooms 11 Nov 9 a.m. 11 a.m.

Agenda
Schedule update
Network issues
Technical spec review
Next steps

See you then,
Looking forward to seeing you all then.



















































ECSPLICITE KEYS TO EMAILS
17. MODALS OF REQUESTING

May, could, would, can - request

VERY FORMAL

May I suggest we get together after the meeting?

Would you be so kind as to email me your order this week?

FORMAL

Could you confirm by fax?

Would you please confirm by the end the week?

Would you mind if I sent you the information next week?

I'd like you to come back tomorrow?

Would you like to give us a call next week?

POLITE

Do you think you could come back next month?

INFORMAL

Can you give me a week to get back to you?

Will you please send me the information a.s.a.p.?

DIRECT

Say Hi for me. (expression - no formaility required)

Send the information by return. ..(no formality - direct)





































ECSPLICITE KEYS TO EMAILS
18. REQUESTING


From : Ted Walters

To : teresa.edwards@forsythe.com

Subject : Supplier contract issues


Dear Tess,
Dear Ms Edwards,

First off, thanks again for your welcome to HQ. It was really great to get to meet you and
your team at long last. A very positive contact.
First of all, we would like to thank you for your kind welcome earlier this week at your headquarters.
It was a very useful and informative visit.

Just a couple of points to cover.
There are, however, a couple of things which are outstanding.

Standard Supplier contract
--------------------------------
Were sending a copy of our standard version
We are enclosing a standard version of the contract we use for our customers?

Ex-works issue
-------------------
The current contract is ex-works. Do you want us to pay insurance and freight. If so, we
will re-write it.
Could you clarify the ex-works issues. We normally ship ex-works and we will have to review the
terms of our contract if you wish us to bear the costs of insurance and freight.

If you can get back to us a.s.a.p., itd be a big help.
Wed appreciate it if you could give us a swift reply so that we can finalize the agreement.

All the best,
Yours sincerely,










































ECSPLICITE KEYS TO EMAILS
19. THE TEN COMMANDMENTS OF E-MAILS


1. Delete that E-mail
you dont need to know or act upon materially. Only send short information and informal messages yourself.
And remember e-mail cant replace a phone call.

2. Beware of attachments
Files cant be opened, attachments get lost. Use company intranet form posting and downloading. And be
careful yourself opening up files from strangers.

3. Count to ten, then send
Like letters and phone calls; if youre angry or upset, wait for a calmer moment to respond.

4. The Real Thing
Email is not a substitute for real face to face communication. Also remember that personal messages can get
misdirected.

5. Keep up to date
Keep an up-to-date address book, and never delete names and addresses. You never know when someone will
reappear.

6. Break the chain
Chain e-mail is banned from many corporate networks.

7. Rumor, Gossip, and Hearsay
Dont pass on rumor or innuendo. E-mail can be easily forwarded to the wrong person. It can also be used
against you in a court of law.

8. Think of others
Would you say it in person? If not, dont send it.

9.Personal contact
Hierarchy in communications. First face-to-face meetings, then phone calls, then voice mail, and then e-mail.
Face-to-face meetings have the most impact and e-mail has the least.

10. No one is perfect
If it must be perfect, then dont e-mail it.










































ECSPLICITE KEYS TO EMAILS
20. APOLOGIZING


From : chuck.peters@heavenlyhome.nz

To : p.choi@gaterway.com

Subject : Meeting absence apologies


Paul,
Dear Paul Choi,

Just to say sorry again about Monday. Our flight was late. To make matters worse, our
taxi got tied up. We hear stories about Bangkok, but you have to go there to believe it.
Please accept our sincere apologies for not being able to attend the meeting on Monday. Our flight
was delayed and we were further held up in traffic on the way into the city.

This is a very important project for us and we want to be in the loop. What about a
meeting later in the month? We can make it any time after the 15
th
.
We would like to take this opportunity to reiterate the importance of this project for our company
and find another date for a meeting, if you agree. Could propose a date that suits you after Tuesday
the 15
th
and we will make a special effort to be there?


Sorry again,
Our sincere apologies for any inconvenience caused. We look forward to hearing from you soon.




























































ECSPLICITE KEYS TO EMAILS
21. COMPLAINING


From : Trent Fallows

To : gary.williams@cocoffee.ca

Subject : February delivery interruption



Dear Gary,
Mr Williams,

We were expecting you to deliver our coffee and tea for our coffee machine. We also
wanted more plastic cups. What happened exactly? No excuses please. This isnt the first
time. Would you mind sending someone a.s.a.p.?

I regret to inform you that we have yet to receive the February delivery of coffee, tea and plastics
cups for our vending machine. I would like to point out that is not the first time this problem has
occurred. In our agreement it is clearly indicated that delivery will be made on a monthly basis.
Wed appreciate it if you would take the necessary steps to deliver our standing order before the end
of the week. We can make do until then.

Regards,
Sincerely,





























































ECSPLICITE KEYS TO EMAILS
22. REMEMBER YOUR ABCs


ACCURATE

Clarify objective
Think of the readers
Draft, correct and spell check


BRIEF

1 idea per paragraph
3-5 sentences per paragraph


CLEAR

Clear informative subject line
Headlines for each part
Old information to new information


DIPLOMATIC

Everyone is a customer


ENOUGH

Who really needs to know?
What do they need to know?
What do they need to do?












































ECSPLICITE KEYS TO EMAILS
23. THREATENING


From : M.Putts

To : p.watts@europole.com

Subject : Warning Final reminder before legal proceedings


Phil,
Dear Mr. Watts,

We checked our records. You havent acted on our invoice from last November (PT 56582
- 15 November, 58,560). We know youre busy, but wed really appreciate a quick
settlement. Could you look into it personally? To speed up the process, were sending a
copy of the original invoice for your convenience.

Our records show we still havent received your outstanding payment for the invoice No. PT 56582
dated November 15
th
for 58,560.. We are enclosing a copy of the original invoice for reference.

Unless you take care of the matter soon we will be forced to pass it on to our lawyers.

If you do not reply to this communication by the end of the week, we shall be obliged to refer the
matter to our legal department.

Of course if you just sent the check, please pay no attention.

If your payment had crossed our reminder in the mail, please ignore this.
Best regards,
Faithfully
KEY PHRASES
FOR
EMAIL



E f f e c t i v e C o m m u n i c a t i o n
s e r i e s



Formations en Communication en Langues
allemand anglais arabe chinois franais italien japonais
T 0825 096 860 contact@ecsplicite.com




















ECSPLICITE KEY PHRASES FOR EMAIL





EFFECTIVE COMMUNICATION EFFECTIVE COMMUNICATION EFFECTIVE COMMUNICATION EFFECTIVE COMMUNICATION
S E R I E S S E R I E S S E R I E S S E R I E S

KEY PHRASES KEY PHRASES KEY PHRASES KEY PHRASES
FOR FOR FOR FOR
EMAIL EMAIL EMAIL EMAIL


WELCOME WELCOME WELCOME WELCOME

This book is designed to help you in your work.

We advise you to read it regularly and keep it within easy reach.

Do not hesitate to contact ECSPLICITE if you have any questions.
Phone: 0825 096 860
Email: contact@ecsplicite.com


Key phrases for Email, by Laurent Sorgato
is a book from the series Effective Communication


Copyright SGDL 2003

All rights reserved. No part of this publication may be reproduced,
stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying,
recording or otherwise,
without the prior written permission of the author.

This book is sold subject to the condition that it shall not, by way of trade
or otherwise, be lent, resold, hired out, or otherwise circulated
without the publisher's prior consent in any form of binding or cover
other than that in which it is published, and without a similar condition
being imposed on the subsequent purchaser.

Proudly printed in France
ECSPLICITE KEY PHRASES FOR EMAIL
1. THE DATE 1. THE DATE 1. THE DATE 1. THE DATE

27 JAN 2006
15 Nov 2004
3 APR 72
14 October 2002
March 2, 2008
4
th
June, 1982
December 22nd, 2000
The 1st of May, 2005

2. SA 2. SA 2. SA 2. SALUTATION LUTATION LUTATION LUTATION

Hi guys!
Hi everybody!
Hi Bob!
Hello!
Hello Sue,
Greetings everyone!

Dear Mary,
Dear John,

Dear Ms. Grey:
Dear Mr. Brown:
Dear Mr. Black and Ms. White,

Dear Personnel Supervisor,
Dear Logistics Department,
Dear WARO Corporation:

To Whom It May Concern:











ECSPLICITE KEY PHRASES FOR EMAIL
3. THE CONTENT 3. THE CONTENT 3. THE CONTENT 3. THE CONTENT

3.1 Opening 3.1 Opening 3.1 Opening 3.1 Opening

Starting Starting Starting Starting
I'm writing in connection with our order n 1234AB5-6 dated 10 July for three (3) fuse
boxes ref. n 5678CD90-5.
I'm writing in connection with your advertisement in the 5 May issue of the Buffalo Tribune
for an experienced electronics technician for your maintenance department.
This is in reference to your invoice #654321 which we received yesterday.
Further to our meeting last Monday, I asked our Customer Support Dept. about the
problem you had with the XYZ model.
Following our telephone conversation yesterday, I'm writing to confirm my reservation for
a single room with bath for 3 nights, arrival 31 July and departure 3 August.
With reference to your order n 1234AB5-6, ref. n 7890PH13-7 (item n5, 16 switches) is
no longer available. It has been replaced by switch ref. n 7890PH14-9.
You are probably aware of the recent cuts in the training budget.
I'm writing to enquire about the price and delivery date for an A3 paper tray ref. n
1234AB5-6 for our WARO ZT3 photocopier.
WARO is interested in organizing a 5-day ski holiday for 50 to 70 employees, arriving 15
December and leaving 20 December. We would like your best offer for a complete package
including accommodations, full board and ski-lift passes.
Your article in the Detroit Post concerning our product has been brought to our attention.

Acknowledging Acknowledging Acknowledging Acknowledging

We got your email asking us to modify the design.
We received your request to reschedule delivery of our order n 1234AB5-6.
This is to acknowledge receipt of payment for your order no. 963852.
We were pleased to learn of your recent promotion.
We were sorry to hear that you are no longer selling solvents.

Thanking Thanking Thanking Thanking

Thank you for your e-mail of 29 May.
Thanks for sending the completed form back so quickly.
We got the updated file today. Thanks for taking care of the problem so soon.
Thank you for enquiring about our products.








ECSPLICITE KEY PHRASES FOR EMAIL
3.2 Requesting action 3.2 Requesting action 3.2 Requesting action 3.2 Requesting action

Usual business Usual business Usual business Usual business

Please fax us a copy of the original contract.
Please let us know when the batch is ready to ship.
Please send us the address of the local distributor for this area.
Please could you confirm that these specs are still valid.
Please could you enroll John Greene in the Total Immersion English Course ref. n 326/74
beginning on 20 July.

Special favors Special favors Special favors Special favors

Could you possibly come in early tomorrow?
Would you mind helping us with closing this month?
We would be grateful if you could call us to arrange an appointment at your earliest
convenience.
I would appreciate it if you could refax this month's test results asap.
It would be helpful if you could shorten the lead time by 24 hours.
I'm writing in connection with Mary Brown's reservation for a double room for 3 nights
starting 2 July. Please cancel this booking and reserve a single for 5 nights. Shell be arriving
on 31 July and leaving on the morning of 5 August instead.
I'm writing in connection with our order n 5248TY. Unfortunately, we haven't received
items n 5, 8 and 11. Please could you ship them without delay or call our Production Dept.
to reschedule the shipment dates.

3.3 Giving good/bad news 3.3 Giving good/bad news 3.3 Giving good/bad news 3.3 Giving good/bad news

Im glad to say that production is back on schedule.
Were happy to announce that weve reached our target a week ahead of schedule.
We are pleased to inform you that you have been accepted for our Internship Program for
the coming year beginning 1 September and ending 30 June.
Fortunately, no one was injured in the accident.
Luckily, the old gaskets are just the right size for the new model.
The bad news is that the whole system crashed again. The good news is that the back-up
system works and we didnt lose any data this time.
The good news is were ready to ship your order. The bad news is the SNCF is on strike
again.
Im sorry to tell you that theyve decided to terminate your research program.
I'm writing in connection with order n 33668UI. I regret to inform you that we have been
forced to raise our prices because of the increase in the cost of aluminium.





ECSPLICITE KEY PHRASES FOR EMAIL
3.4 Saying what can/can't be done and why 3.4 Saying what can/can't be done and why 3.4 Saying what can/can't be done and why 3.4 Saying what can/can't be done and why

If your order is for over $10,000.00, you qualify for our 10% discount.
Unfortunately, owing to the instability of the monetary market, we are not able to accept
payment in US Dollars.
I'm writing in connection with Paul Smith's reservation for the English Course ref. n
32G/97 beginning on 20 July. Unfortunately, he won't be able to attend this session because
of a change in the vacation schedule at the plant. Please could you send a list of the Total
Immersion Courses in August for which he is still eligible?
I'm writing in connection with order n 1234CV dated 11 February for 20 jacks ref. n
56987M-5. Unfortunately, we have been forced to delay shipment due to the pilot's strike in
France.

3.5 Stressing important points 3.5 Stressing important points 3.5 Stressing important points 3.5 Stressing important points

I would like to highlight the new features of our user-friendly software packages.
We would like to draw your attention to our 7.2% discount on orders over US$20,000.
I would like to stress that we have always settled our invoices by the due date.
I would like to point out that these results were obtained under perfect conditions.
We would like to emphasize that we did everything possible to avoid this situation.
I want to underline my opposition to this proposal.
We need to focus on the discrepancies in the stock inventory.

3.6 Reminding 3.6 Reminding 3.6 Reminding 3.6 Reminding

Dont forget to call us as soon as everythings up and running again.
Remember to unplug it before you open the back.
Im afraid I must remind you that the protocol is being followed.
We do not appear to have received our copy of this months issue of Network News
Magazine.

3.7 Urgenc 3.7 Urgenc 3.7 Urgenc 3.7 Urgency and necessity y and necessity y and necessity y and necessity

Please send the completed form back at your earliest convenience.
It is essential that you choose the color as soon as possible.
We will be forced to seek a legal solution to this matter.
We will stop all payments without further delay.
Stop production immediately.

3.8 Helping 3.8 Helping 3.8 Helping 3.8 Helping

Would you like us to prepare an estimate?
We are willing to bear part of the cost.
We would be willing to participate financially.
Please feel free to contact me if you need further information.
Please dont hesitate to call us if you have any questions.
ECSPLICITE KEY PHRASES FOR EMAIL
3.9 Making complaints 3.9 Making complaints 3.9 Making complaints 3.9 Making complaints

Were having trouble connecting to internet.
Were having difficulty logging on.
We have to inform you that the service during the dinner was unsatisfactory.
Unfortunately, we haven't received payment for this invoice. Please could you settle your
account without delay.
Unfortunately, we have received the wrong supplies and must return them under separate
cover. Please credit our account for these items and call our production manager today with
a new delivery date. A copy of our original order is attached for your convenience.

3.10 Warning 3.10 Warning 3.10 Warning 3.10 Warning

If the defective parts are not replaced without delay, we will be forced to take legal action.
Unless the shipping date is maintained, we will be forced to cancel our order.
Without reply within a week, we'll have to reconsider our partnership.

3.11 Answering complaints 3.11 Answering complaints 3.11 Answering complaints 3.11 Answering complaints

I would like to apologize.
We are very sorry to have given you reason to complain.
We have investigated your complaint and discovered that an error was made in our
Logistics Department.
We shipped a replacement for the defective part today.

3.12 Apologies 3.12 Apologies 3.12 Apologies 3.12 Apologies

Im sorry I couldnt call yesterday.
Im afraid theres been a delay.
We apologize for any inconvenience caused and are taking steps to ensure this type of
incident does not reoccur.
We apologize for sending last month's test results by mistake.
We must apologize for the delay in shipping your order. This is due to circumstances
beyond our control. We are extremely sorry for any inconvenience this may have caused.
We are extremely sorry for the mix-up at our Shipping Office. Thank you for having
returned the merchandise as soon as you noticed the mistake. Your complete shipment will
be dispatched today. Please accept our apologies once again.

3.13 Misunderstandings 3.13 Misunderstandings 3.13 Misunderstandings 3.13 Misunderstandings

There seem to be some misunderstandings.
We were under the impression that all the meals were covered in the price quoted.
We were not aware that there were any problems.


ECSPLICITE KEY PHRASES FOR EMAIL
3.14 Attaching documents and files 3.14 Attaching documents and files 3.14 Attaching documents and files 3.14 Attaching documents and files

Here are the yield figures for October.
I'm attaching a copy of the contract for your convenience.
Please find attached our invoice n 12345 for US$4,967.30.
You'll find hereafter our quotation for the repair work on your roof.
We are attaching the list of parts to be checked against your inventory under 'LIST.DOC'.

3.15 3.15 3.15 3.15 Concluding Concluding Concluding Concluding

I hope this information will help you.
Please do not hesitate to contact us if you have any further questions.
Once again, we apologize.
Please accept our apologies once again.
We hope that this hasn't caused you any inconvenience.
We are extremely sorry for the inconvenience caused.
I'm looking forward to seeing you there.
We look forward to doing business with you again in the near future.

4. COMPLIMENTARY CLOSE 4. COMPLIMENTARY CLOSE 4. COMPLIMENTARY CLOSE 4. COMPLIMENTARY CLOSE

Rgds,
Regards,
Best wishes,
Best regards,
Kind regards,
Warm regards,
With apologies once again,
Sincerely,
Sincerely yours,
Yours sincerely,
Yours faithfully,
KEY PHRASES
ON THE
PHONE


Effective Communication
series




Formations en Communication en Langues
allemand anglais arabe chinois franais italien japonais
T 0825 096 860 contact@ecsplicite.com






















ECSPLICITE KEY PHRASES ON THE PHONE





EFFECTIVE COMMUNICATION
S E R I E S

KEY PHRASES
ON THE
PHONE



WELCOME

This book is designed to help you in your work when using the telephone.

We advise you to read it regularly and keep it within easy reach.

Do not hesitate to contact ECSPLICITE if you have any questions.
Phone: 0825 096 860
Email: contact@ecsplicite.com




Key phrases on the Phone, by Laurent Sorgato
is a book from the series Effective Communication


Copyright SGDL 1997.03.0600

All rights reserved. No part of this publication may be reproduced,
stored in a retrieval system, or transmitted, in any form or by any means, electronic, mechanical, photocopying, recording or otherwise,
without the prior written permission of the author.

This book is sold subject to the condition that it shall not, by way of trade
or otherwise, be lent, resold, hired out, or otherwise circulated
without the publisher's prior consent in any form of binding or cover
other than that in which it is published, and without a similar condition
being imposed on the subsequent purchaser.

Proudly printed in France






























ECSPLICITE KEY PHRASES ON THE PHONE
1. INCOMING CALLS (1)
1.1. Identifying the caller
Whos calling, please?
Could I have your name, please?
May I ask whos calling?
Im sorry I didnt catch your name.

1.2. Connecting calls
One moment, please.
Hold the line, please.
Ill connect you.
Ill put you through.
Im putting you through now.
Let me see if hes in.
Ill see if hes available.
Im afraid youve got the wrong number.

1.3. Why are you calling?
How can I help you?
What can I do for you?
Whats it in connection with?
Could you tell me what its about?

1.4. May I take a message?
Im afraid Jim is out. Can I take a message?
Im sorry but Mr. Smith is out for the moment. May I take a message?
Hell be back on Monday. Ill give him the message.

1.5. Taking messages
Let me just note that down.
Could I have your name, please?
Could you spell that, please?
Your company name, please?
Could you just repeat that, please?
And your e-mail address?
May I have your complete address with post code and your telephone number?










































ECSPLICITE KEY PHRASES ON THE PHONE
1. INCOMING CALLS (2)

1.6. Handling difficulties

Not available
The lines engaged.
Im afraid hes in a meeting at the moment.
Im sorry but hes not available at the moment.
Shes on holiday. Perhaps I can help you?
Mr. Caxton is tied up at the moment. Can I help you?

Technical
Could you repeat that more slowly, please?
I didnt quite catch that.
Would you mind repeating that please?
The line is bad. Could you call back, please?

May I call you back?
Im very busy at the moment. Can I call you back in an hour?
Im in a meeting at the moment. Could I ring you back in an hour?
Im just leaving the office. Let me give you a call this afternoon.
Ive got someone on another line. May I phone you back?
May I ask you to call back in half an hour? Im not free to talk at the moment.

Send me an e-mail
I dont understand. Please send me an e-mail.
Ill fax you that information.
Could you send me your questions by e-mail? Ill reply as soon as possible.
Ill e-mail this to you as soon as its ready.


























































ECSPLICITE KEY PHRASES ON THE PHONE
2. OUTGOING CALLS (1)
2.1. Identifying yourself
Mary speaking.
Barbara Allen speaking.
Hello. Mary Lynch.
Good morning, this is Barbara Allen.
Good afternoon. Smith here.
Good evening. Smith speaking.
This is Mary Lynch from Leyton Ltd.

2.2. Asking for your connection
Could I speak to Mr. Dupond, please?
Could I have extension 123, please?
This is John Snow. Id like to speak to Roger, please.
Could you put me through to Mr. Jones, please?
This is Bob Jones. Im trying to reach Mike. Is he there?

2.3. The purpose of your call
Im calling about a problem of delivery.
Im phoning about your new range of products.
Im returning a call from Susan Baker.
Id like to speak to your Sales Dpt about an order.
Im ringing to let you know about a scheduling problem.
The reason Im calling is to inform you of our offer.

2.4. Is the person available?
Is this a good time for you?
Is this a convenient moment for you?
Can you spare me a few minutes?
Can you tell me if Jim is in the office at the moment?

2.5. The structure of your call
There are three things Id like to discuss with you.
The second point I wanted to mention is that the oil is leaking.
The last point I wanted to go over is the spare parts option.

2.6. Ringing back
Ill call back at about 4 oclock.
The line is terrible. Let me call you back.
We were cut off a moment ago. Im ringing back about the order.

2.7. Leaving messages
Could you give her a message, please?
Could you take a message, please?
Would you tell him that I called, please?
Id like to leave a message for Miss Thomas, please.



























ECSPLICITE KEY PHRASES ON THE PHONE
2. OUTGOING CALLS (2)

2.8. Making appointments

Suggesting a meeting
Could we meet to talk about this?
May I suggest we meet to discuss this matter?
I feel a personal discussion would be best to finalize the details.
Id appreciate the opportunity to meet you before the end of the month.

Fixing a time and place
Let me check my diary.
What about next week?
How about Friday?
Can you make it next Thursday?
How would next Tuesday suit you?
When would be convenient for you?
Could you manage next Tuesday morning?

Not available
Im sorry but Im busy.
Im tied up next week.
Im afraid I cant make next week.
Im snowed under at the moment.

Confirmation
Yes. That would be fine.
Ill send you confirmation.
Lets confirm that nearer the time.
Ill send you an agenda for our meeting.
Fine. Thats fixed. Ill be there and I look forward to seeing you.
Thats very kind of you. Okay. Ill see you on Tuesday the 11
th
of June at your office.

Cancelling an appointment
Im sorry but Mr. Smith has to cancel the appointment.
Im afraid Mr. Smith cant make it for the appointment.
Hell call you next week to arrange another appointment.
Hell get in touch with you as soon as he gets back.
I regret any inconvenience this may cause.

2.9. Hotel reservations
Could you give me the price, including breakfast, please?
Id like to reserve a single room with bath for two nights.
Id like to book a double room with shower from April 1
st
to April 3
rd
.
Mr. Smith will be arriving late on Monday 21
st
of May.
You have a reservation for Mr. Long. A single room for three nights.
I would like to cancel a reservation made for Mr. Maynard.

2.10. Making complaints
Some details need clarification.
A number of problems have appeared.
The goods were substandard.
We expected delivery last Tuesday.
Were very short of time.
Weve noticed a number of faulty items in this weeks delivery.












ECSPLICITE KEY PHRASES ON THE PHONE
2. OUTGOING CALLS (3)

2.11. Apologising
Im very sorry to hear about his problem.
Im terribly sorry about this delay.
Im afraid there has been a mistake.
I regret to say: there has been a mix-up.
There seems to have been an oversight on our part.
Id like to apologise on behalf of our company, and I must thank you for being so cooperative.

2.12. Reassuring
You have my word on that!
Im glad we can resolve this problem.
Dont worry. Well correct this error as soon as possible.
Ill see that this doesnt happen again.
Ill see to it that this is resolved by the end of the week.
Customer satisfaction is our main concern.

2.13. Closing signals
Give my regards to Mr. Thomas.
Os there anything else?
So that covers everything, doesnt it?
Thank you for calling back with that information.
Its been a pleasure talking to you.
Shall we leave it there?

2.14. Closing
Thanks for your help.
Thanks for calling.
Bye then. Speak to you soon.
I look forward to hearing from you soon.
Ill look forward to seeing you on your next visit.


















































ECSPLICITE KEY PHRASES ON THE PHONE

3. SPELLING

A for ALPHA N for NOVEMBER

B for BRAVO O for OSCAR

C for CHARLIE P for PAPA

D for DELTA Q for QUEBEC

E for ECHO R for ROMEO

F for FOXTROT S for SIERRA

G for GOLF T for TANGO

H for HOTEL U for UNIFORM

I for INDIA V for VICTOR

J for JULIETTE W for WHISKY

K for KILO X for X-RAY

L for LIMA Y for YANKEE

M for MIKE Z for ZULU