Daily
Conversations
- Hello, could I speak to Barry O’Toole, please?
- I’m afraid he’s not at his desk at present. Can I take a message?
- Yes, please. Would you mind telling him that Gloria Norris called? My number is 0208544 9733.
- Thank you, I’ll make sure he gets the message.
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Style: professional and business-like
Notes:
Hello, could I speak to…please? = Hello, would it be possible to speak to…, please? (more formal)
I’m afraid (more formal) = I’m sorry, but
he’s not at his desk = he is away from his desk / he is not here
at present (more formal) = now
Can I take a message? = Would you like to leave a message?
Would you mind telling him…? (more formal) = Could you please tell him…?
he gets the message = he receives the message (more formal)
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- Hi Barry, there was a call for you earlier while you were at lunch.
- Who was it?
- It was Gloria Norris. She left her number for you to call her back. It’s on your desk.
- Thanks for taking the message. I’ll give her a call now.
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Style: professional and business-like
Notes:
there was a call for you earlier = someone called you earlier today
you were at lunch = you were away for your lunch break
She left her number = She gave me her number
to call her back (phrasal verb) = to return her call (more formal)
I’ll give her a call = I’ll call her / I will telephone her
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- Hello, I’m calling to speak to Sandra Berry.
- Sorry, I think you have come through to the wrong department. Which department is Sandra in?
- I believe she is in the Legal department, but I’m not sure.
- I’ll transfer you back to the switchboard. They’ll be able to tell you.
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Style: professional and business-like
Notes:
Hello, I’m calling to speak to Sandra Berry. = I would like to speak to Sandra Berry.
you have come through (phrasal verb) = you have been transferred (more formal)
I’ll transfer you back = I will send your call back
the switchboard = the place where all the telephone calls come in and are transferred to other part of the company
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- Hello, could I speak to Brendan O’Connell, please ?
- Speaking.
- Oh, hello Brendan. It’s Maria Carter here, calling from Slater’s Ltd. I believe you called me earlier.
- Hello Maria, thank you for calling back. The reason I was calling was to ask if you’ve had a chance to look through the report I emailed you on Tuesday.
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Style: professional and business-like
Notes:
Speaking. = This is him speaking
you called me earlier. = you telephoned me earlier today (more formal)
thank you for calling back = thank you for returning my call
The reason I was calling was to ask if… = I was calling to ask whether…
you’ve had a chance = you have had time / you have had the opportunity
to look through the report = to read the report
the report I emailed you (omitting the relative pronoun ‘that’ or ‘which’) = the report that/which I emailed you
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- Hello, I’m calling to speak to someone in the Accounts department.
- Of course. Could I take your name, please?
- Yes, it’s Frederick Hopper, calling from Davis Construction Limited.
- Thank you, Mr Hopper. One moment please, I’ll just put you through now.
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Style: professional and business-like
Notes:
Hello, I’m calling to speak to someone in the Accounts department. = Hello, could I speak to a person in the Accounts department please?
Could I take your name, please? = Please give me your name
One moment please = Please wait for a moment
I’ll just put you through (phrasal verb) now. = I will connect you now / I will transfer you now
- Hello, could I speak to Rupert Carver, please?
- Speaking.
- Good morning, Rupert, it’s Alison Day here, from Norwood Electronics.
- Hello, Alison. How are you?
- Fine thank you. I’m calling about the meeting we’ve arranged for this coming Thursday. I’m afraid I’ll have to re-schedule it as something’s come up that means I have to go away to our Belgian office at short notice.
- No problem at all, Alison. When would be a convenient time for you?
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Situation: making arrangements in business
Style: friendly and professional
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Functions:
1. Starting a telephone call: Hello, could I speak to Rupert Carver, please? (note: please copy the tone and emphasis carefully here.)
2. Stating the reason for a call: I’m calling about the meeting we’ve arranged for this coming Thursday. (note: please copy the tone and emphasis carefully here.)
3. Giving unfortunate news: I’m afraid I’ll have to re-schedule it
4. Accepting a cancellation: No problem at all, Alison (note: please copy the tone and emphasis carefully here.)
5. Making arrangements: When would be a convenient time for you? (note: please copy the tone and emphasis carefully here.)
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Notes:
1. could I speak to...? = I would like to speak to...
2. the meeting we’ve arranged (omitting the relative pronoun ‘that’ or ‘which’) = The meeting that/which we have arranged
3. this coming Thursday = Thursday of this week / The nearest Thursday
4. I’m afraid (more formal) = I’m sorry but
5. I’ll have to re-schedule it = I have no option but to re-arrange it
6. something’s come up (phrasal verb)= something has appeared / a problem has arisen
7. at short notice (idiom) = with very little time to prepare
8. When would be a convenient time for you? (more formal) = When would suit you?
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- Would Tuesday morning of next week suit you for our re-scheduled meeting?
- Let me just check my diary... No, I’m afraid I can’t make it then, in fact the whole of the first three days of next week are out for me. How about a week on Friday? Would that suit you?
- No, I’m afraid not. I’m off all day for a medical appointment.
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Situation: making arrangements in business
Style: friendly and professional
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Functions:
1. Making arrangements: Would Tuesday morning of next week suit you for our re-scheduled meeting? (note: please copy the tone and emphasis carefully here.)
2. Consulting your schedule: Let me just check my diary (note: please copy the tone and emphasis carefully here.)
3. Declining an arrangement: No, I’m afraid I can’t make it then, (note: please copy the tone and emphasis carefully here.)
4. Making arrangements: How about a week on Friday? Would that suit you? (Note: please copy the tone and emphasis carefully here.)
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Notes:
1. Would Tuesday morning of next week suit you (more formal) = Is Tuesday morning next week good for you?
2. Let me just check my diary... = I’ll just look in my diary
3. I can’t make it = I can’t come
4. are out (phrasal verb) for me = are not possible for me (more formal)
5. How about...? = Can I suggest...? (more formal)
6. a week on Friday = the Friday after this coming Friday
7. I’m off (phrasal verb) all day = I’m not working at all that day
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- Well, since we can’t find a day that suits both of us next week, would anytime the following week be good for you? I have a pretty clear week that week, so you could pretty much name the day.
- Yes, the following week would be much better for me too. I wouldn’t be able to make it on the Monday, but from the Tuesday onwards I’m fairly free.
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Situation: making arrangements in business
Style: friendly and professional
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Functions:
1. Making arrangements: would anytime the following week be good for you? (Note: please copy the tone and emphasis carefully here.)
2. Making arrangements: Yes, the following week would be much better for me too. (note: please copy the tone and emphasis carefully here.)
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Notes:
1. since we can’t find = as we can’t find / because we can’t find
2. that suits both of us = that is convenient for both of us (more formal)
3. the following week = the next week / the week after that
4. a pretty clear week = a week with not many arrangements
5. pretty much = more or less (more formal)
6. name the day = choose the day
7. I wouldn’t be able to (the use of ‘would’ here makes it sound more business-like) = I am not able to
8. to make it = to come / to attend (more formal)
9. on the Monday = on Monday of that week
10. fairly = quite
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- OK, so shall we say Wednesday the thirty first at eleven?
- Yes, that would be absolutely fine. Shall I come to you, as I did last time?
- It’s entirely up to you really. I’m happy to come to your office, in fact I do have to be in town that week so it may be better if we meet at your office.
- Oh, wonderful. Well, I look forward to seeing you on the last Wednesday of the month at eleven.
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Situation: making arrangements in business
Style: friendly and professional
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Functions:
1. Suggesting a time: Ok, so shall we say Wednesday the thirty first at eleven? (Note: please copy the tone and emphasis carefully here.)
2. Agreeing to a suggestion: Yes, that would be absolutely fine. (note: please copy the tone and emphasis carefully here.)
3. Leaving the decision to the other person: It’s entirely up to you really. (Note: please copy the tone and emphasis carefully here.)
4. Making a suggestion: so it may be better if we meet at your office.
5. Confirming an arrangement: Well, I look forward to seeing you on the last Wednesday of the month at eleven. (note: please copy the tone and emphasis carefully here.)
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Notes:
1. so shall we say ...? (more formal) = So how about...?
2. that would be absolutely fine = that would suit me very well
3. as I did last time? (using only the auxiliary verb) = which is what I did last time (i.e. I came to your office last time)
4. entirely = completely
5. It’s entirely up to (phrasal verb) you = it is entirely your decision
6. I do have to be in town (more emphatic) = I have to be in town
7. it may be better if = perhaps we should
8. I look forward to (phrasal verb) seeing you = I anticipate with pleasure seeing you (note: we never actually say it like this!)
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- Could you let me know your exact office address?
- Yes, of course, no problem. I’ll send you an email to confirm our meeting, and I’ll make sure I include our office details and how to get here.
- Thanks, well, that’s all settled then. I’ll see you a week on Wednesday. In the meantime, I do hope your trip to Belgium goes well.
- Thank you Rupert. I look forward to seeing you then. Goodbye.
- Bye, Alison.
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Situation: making arrangements in business
Style: friendly and professional
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Functions:
1. Asking for information: Could you let me know your exact office address? (Note: please copy the tone and emphasis carefully here.)
2. Arranging to confirm details: I’ll send you an email to confirm our meeting, and I’ll make sure I include our office details and how to get here. (Note: please copy the tone and emphasis carefully here.)
3. Confirming that it’s arranged: Thanks, well, that’s all settled then. (note: please copy the tone and emphasis carefully here.)
4. Closing a telephone call: I look forward to seeing you then. Goodbye. (Note: please copy the tone and emphasis carefully here.)
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Notes:
1. Could you let me know? = Please let me know
2. I’ll send you an email = I’ll email you
3. I’ll make sure I include = I’ll be sure to include
4. how to get here. = directions to this place
5. that’s all settled then = so, we have agreed on that (more formal)
6. a week on Wednesday = one week from this Wednesday / on Wednesday week
7. In the meantime, (more formal) = between now and then
8. I do hope = I strongly hope (note: we never actually say it like this!)
1. I look forward to (phrasal verb) seeing you = I anticipate with pleasure seeing you (note: we never actually say it like this!)
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- Can I have a word with you in private please?
- Yes, what is it? I’m incredibly busy at the moment.
- Well, I don’t like having to say this but I think if you and I are to continue working together, we are going to have to draw up some ground rules. We’re not exactly getting along like a house on fire, are we?
- Oh, and you think it’s all my fault, I suppose?
- No, no, I’m not saying that! I’m just trying to get to the root of the problem and to understand where we’re going wrong. I’m not trying to lay all the blame at your feet. I know that I probably share at least fifty percent (50%) of the responsibility.
- I’m sorry. I’m being out of order. Let’s start this conversation over again, shall we?
- Yes, let’s. As far as I’m concerned, I can’t see any good reason why you and I can’t get along a bit better.
Situation: Two colleagues realise that their problematic relationship is making their working life very difficult.
Style: General / Informal
Functions: (note: please copy the tone and emphasis carefully with all of these functions.)
1. Asking to speak with someone about an important matter: Can I have a word with you in private please?
2. Prefacing an awkward opinion: Well, I don’t like having to say this but I think if you and I are to continue working together we are going to have to draw up some ground rules.
3. Using understatement: We’re not exactly getting along like a house on fire, are we?
4. Reacting angrily to criticism: Oh, and you think it’s all my fault, I suppose?
5. Apologising for an extreme reaction: I’m sorry. I’m being out of order.
6. Expressing an opinion: As far as I’m concerned, I can’t see any good reason why you and I can’t get along a bit better.
Notes:
1. Can I have a word with (idiom) you..? = Could I speak to you..?
2. in private = alone / not in the presence of other people
3. I’m incredibly busy = I have a lot of work to do
4. I don’t like having to say this = I would prefer to not to have to say this
5. to draw up (phrasal verb) = to establish / to agree / to list
6. ground rules (idiom) = basic rules or principles for how we proceed or behave
7. We’re not exactly getting along like a house on fire = We are getting on (phrasal verb) very badly
8. getting along like a house on fire (idiom) = having a very friendly relationship
9. it’s all my fault = I’ve caused the problem
10. I’m not saying that = that is not what I mean
11. to get to the root of (idiom) = to find the cause of or the reason for
12. to lay all the blame at your feet (idiom) = to hold you fully responsible for it
13. I’m being out of order (idiom) = I’m being unreasonable / I am behaving badly
14. As far as I’m concerned = In my opinion
15. get along (phrasal verb) a bit better = relate to each other better / have a better relationship / get on (phrasal verb)
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- OK, I agree with you that if we’re going to work side by side, we’re going to have to establish some common ground. There’s no need for us to be at each other’s throats all the time.
- So, what do you propose?
- Well, we work in very close proximity to each other and our tasks overlap to some extent, so we’re bound to fall out or have disagreements from time to time. We work in a high pressure environment and a little bit of friction is inevitable.
- Yes, I accept that and I do try to make allowances for it, but – well, to be totally frank, sometimes you just wind me up – or rather, I should say, I get wound up - and I let my emotions get the better of me.
- So do I, you’re not the only one. But even though we’re both part of the same team working towards the same goal, there’s no need for us to be treading on each other’s toes all the time. Maybe instead of being in competition with one another, we could pool our efforts and resources for the common good.
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Situation: Two work colleagues try to establish the reason for their differences
Style: General / Informal
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Functions: (note: please copy the tone and emphasis carefully with all of these functions.)
1. Asking for input: What do you propose?
2. Softening a negative comment: We work in a high pressure environment and a little bit of friction is inevitable.
3. Partially agreeing: Yes, I accept that and I do try to make allowances for it, but – well,...
4. Introducing a negative and completely honest opinion: But – well, to be totally frank, sometimes you just wind me up
5. Correcting yourself in order to use more appropriate language: – or rather, I should say, I get wound up
6. Using less personal, more diplomatic language to avoid causing offence: sometimes you just wind me up – or rather, I should say, I get wound up
7. Agreeing: So do I, you’re not the only one.
8. Suggesting an alternative: Maybe instead of being in competition with one another, we could pool our efforts and resources for the common good.
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Notes:
1. side by side = together / next to each other
2. to establish = to agree
3. common ground = things to agree upon / similarities of opinion
4. to be at each other’s throats (idiom) = to be arguing intensely with each other
5. What do you propose? = What do you suggest?
6. in very close proximity to = very near to / very close to
7. tasks = jobs that have to be done
8. overlap = cover the same territory
9. to some extent = to a degree
10. we’re bound to = it is inevitable that we will
11. disagreements = arguments
12. from time to time = occasionally
13. a high pressure environment = a stressful situation
14. friction = problems caused by working closely together / bad atmosphere and unfriendliness
15. inevitable = unavoidable / impossible to avoid
16. I accept that = I agree with what you have just said
17. to make allowances for it = to take it into consideration / to take it into account / to allow for(phrasal verb) it
18. to be totally frank = to be completely honest
19. you just wind me up (phrasal verb) = you just irritate me / you just make me angry
20. or rather = or, as a correction to what I just said,
21. I get wound up (phrasal verb) = I get annoyed or angry / I become annoyed or angry (note: the speaker has changed the verb from the active voice - ‘you wind me up’ - to the passive voice - ‘ I get wound up’ - as this is a lot less personal and takes the accusatory element out of the comment. It is therefore a lot more diplomatic.)
22. I let my emotions get the better of me (idiom) = I allow my emotions to take control of me, and therefore I may not be act rationally
23. goal = objective
24. treading on each other’s toes (idiom) = irritating each other in areas of overlapping responsibility
25. pool our efforts = combine our forces / work together
26. for the common good = for the benefit of everyone
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- One thing we could do that might help smooth over our troubled working relationship would be get a third party to arbitrate between us. What do you think?
- It’s not a bad idea, but I don’t think any kind of mediation will be necessary. We should be able to sort it out between ourselves. We’re grown adults, after all. I think we’ve just got off on the wrong foot.
- I believe that it would be advantageous to establish who’s doing what job. Sometimes we tend to get confused and find ourselves trying to do each other’s jobs instead of figuring out where our particular strengths lie.
- Yes, we have certainly ended up fighting for the same piece of ground at times.
- I propose that we try to keep out of each other’s way for the time being, you stick to your tasks and I’ll stick to mine. This will give us a bit of breathing space and then when we do have to work together it should be less problematic.
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Situation: Two colleagues try to find a solution to their troubled working relationship
Style: General / Informal
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Functions: (note: please copy the tone and emphasis carefully with all of these functions.)
1. Making a suggestion: One thing we could do that might help smooth over our troubled working relationship would be get a third party to arbitrate between us.
2. Partially agreeing: It’s not a bad idea, but I don’t think any kind of mediation will be necessary.
3. Expressing expectation: We should be able to sort it out between ourselves.
4. Making a suggestion: I propose that we try to keep out of each other’s way for the time being, you stick to your tasks and I’ll stick to mine.
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Notes:
1. smooth over (phrasal verb) = to calm
2. a third party (idiom) = another person who is neutral
3. to arbitrate between us = to negotiate between / to make a judgement in our argument because we have appointed them in that role
4. mediation = arbitration
5. to sort it out (phrasal verb) = to resolve it / to fix it
6. We’re grown adults = we’re reasonable, mature people
7. after all (note: this phrase is used in order to add information that shows that what we have just said is true)
8. we’ve just got off on the wrong foot (idiom) = our relationship just started off badly
9. advantageous = beneficial
10. figuring out (phrasal verb) = trying to understand
11. where our particular strengths lie = what we are best at
12. ended up (phrasal verb) = finished by
13. piece of ground = territory
14. to keep out of each other’s way = to make an effort to stay away from each other
15. for the time being = for now / for the near future
16. you stick to your tasks and I’ll stick to mine = you do your job and I’ll do mine
17. breathing space (idiom) = space to exist / space for comfort
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- I think since having had our little discussion the other day, things have become a lot easier and we seem to be getting along with one another so much better than we were.
- Yes, I think it was just a case of getting it off our chests, you know bringing the problem out into the open. Hopefully, we won’t fall out again.
- As far as I’m concerned, the problem has been resolved successfully and I’ve got no lingering resentments. In fact, I was just about to ask you for a little advice on this design project I’m involved in. I just don’t seem to be getting anywhere with it. I’ve hit a bit of a dead end.
- I would be more than happy to take a look at it. Email me the file and I’ll see if I can come up with anything new - they do say that sometimes two heads are better than one.
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Situation: Two colleagues discuss how their relationship has improved
Style: General / Informal
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Functions: (note: please copy the tone and emphasis carefully with all of these functions.)
1. Identifying the crux of a situation: I think it was just a case of having to get it off our chests
2. Expressing a hope about the future: Hopefully, we won’t fall out again.
3. Giving an opinion: As far as I’m concerned the problem has been resolved successfully and I’ve got no lingering resentments.
4. Taking about the lack of progress being made: I just don’t seem to be getting anywhere with it
5. Expressing willingness: I would be more than happy to take a look at it.
6. Prefacing the use of a proverb or well-known saying: they do say that sometimes two heads are better than one.
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Notes:
1. discussion = argument / talk
2. getting along with (phrasal verb) one another = relating to each other / getting on with (phrasal verb) each other
3. so much better than we were (using only the auxiliary) = so much better than we were getting along with one another
4. just a case of = simply a situation which involved
5. getting it off our chests (idiom) = saying what we were thinking / voicing our opinions about a problem
6. bringing the problem out into the open = talking about the problem openly
7. Hopefully... = I hope that...
8. fall out (phrasal verb) = argue
9. As far as I’m concerned = In my opinion
10. resolved = solved / fixed / sorted out (phrasal verb)
11. lingering resentments = problems or feelings of animosity that won’t go away
12. I was just about to ask you = I was on the point of asking you / I was going to ask you...very soon
13. this design project I’m involved in = this design project that/which I’m involved in
14. I just don’t seem to be getting anywhere with it = I simply don’t appear to be making any progress with it
15. I’ve hit a bit of a dead end (idiom) = I’ve reached a point where I can’t continue / I have run out of ideas
16. I would be more than happy to = I would be very happy
17. come up with (phrasal verb) = to devise / think of
18. they do say that... = people often use the well known proverb or saying, which is...
19. two heads are better than one (proverb)= the work of two people is better that the work of one
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- Did you manage to find the time to take a quick glance at that new design project I sent you by email yesterday? I know you’ve been up to your eyes in work recently but I could really use some fresh ideas.
- Yes, I spent a few hours poring over it last night and I think you’re basically on the right track with it but I do have a few suggestions that might be able to help it along a little.
- Go ahead I’m all ears.
- I found the basic idea stunning in its simplicity and very innovative. The only thing I thought was letting the project down was the logo.
- What’s wrong with it?
- Well, I don’t want to offend you but lettering is not your strong point, is it?
- It’s true, but if you’d said that to me a couple of months ago, I’d probably have hit the roof. I’m so glad we have had that little talk, it’s made communication between us so much more open and frank.
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Situation: Giving constructive help on a project in a diplomatic way
Style: General / Informal
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Functions: (note: please copy the tone and emphasis carefully with all of these functions.)
1. Asking if someone was able to do something that may have been difficult: Did you manage to find the time to take a quick glance at that new design project I sent you by email yesterday?
2. Saying you need something: but I really could use some fresh ideas.
3. Recognising that someone’s work is good before making a suggestion for improvement: and I think you’re basically on the right track with it but I do have a few suggestions that might be able to help it along a little.
4. Using diplomatic language (not too direct or strong) to give constructive criticism: but I do have a few suggestions that might be able to help it along a little.
5. Encouraging someone to continue speaking: Go ahead I’m all ears.
6. Prefacing a potentially offensive comment: Well, I don’t want to offend you but lettering is not your strong point, is it
7. Expressing satisfaction: I’m so glad that we have had that little talk it’s made communication between us much more open and frank
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Notes:
1. Did you manage to..? = Were you able to, possibly with difficulty..?
2. to take a quick glance at = to look at briefly
3. you’ve been up to your eyes in work (idiom) = you’ve had a lot of work to do
4. I really could use = I really need
5. fresh ideas = new ideas
6. poring over it (phrasal verb) = reading and studying it carefully
7. you’re basically on the right track (idiom) = you’ve more or less got it right / you are basically doing the right thing
8. to help it along (phrasal verb) = to help with its progress
9. I do have a few suggestions that might be able to help it along a little. (note: this is very diplomatic, the language is indirect and the implication is that the idea can possibly only be helped a little, with a few suggestions. In other words, the implication is that it is mostly OK. We would usually say it like this even if the design project was appallingly bad!) = I can suggest ways to improve it
10. I’m all ears (idiom) = I’m listening very attentively
11. stunning = very impressive
12. in its simplicity = in the way that it is so simple
13. innovative = creative / new
14. was letting the project down (phrasal verb) = was the weak part of the project / was not coming up to (phrasal verb) the standards of the rest of the project
15. logo = lettering and/or design of a company name
16. to offend you = to cause offence to you / to make you feel angry because of what I say
17. lettering = designing typeface
18. your strong point = the thing that you are best at
19. I’d probably have hit the roof (idiom) = I would probably have got extremely angry
20.frank = honest / straightforward