OFFICE WORK

1. Taking notes, Dictations, Translations

Model Dialog
A: Miss Lee, I have a letter I would like you to write.
Could you take care of it now?
B. Yes sir, would you like it typed or handwritten?
A: It isnt a personal letter, so please type it on company stationery.
B: Yes sir. Shall I type it in the usual business letter format?
A: Yes, I think that would be best. Any other questions?
B: Shall I sign this letter in your name?

Other Useful Expressions

1. I am ready to take the dictation now, Maam.
2. Would you like me to take this in shorthand or record it on a cassette tape?
3. When would you like this prepared by, sir?
4. I could type an outline of your speech on note cards if you would like.
5. Would you like this translation done in a formal or informal style?
6. How exact do you want this translation to be?
7. Since I typed it, I have also placed my initials at the bottom.

2. Preparing Letters, Outgoing

Model Dialogue
A: Would you prepare these materials for posting?
B: Yes sir, right away. Who would you like me to address this to?
A: Send them to Mr. Donald Smith. I believe he's in Michigan.
B: Should I use Mr. Smith's home or work address?
A: I think using his home address would be best.
He might be on vacation when it arrives.
B: Would you like this sent by air or express mail?
A: America doesnt have an express mail service, so I supposed you had better sent it by
airmail.
I want it to arrive it as soon as possible.
B: Would you like me to file a copy of this letter before sending it?

Other Useful Expressions

1. Should I enclose payment, ask to be billed, or request that the item be sent C.O.D
(Cash On Delivery) ?
2. Should I use a form or a personalized reply?
3. Should I enclose any other materials with this letter?
4. Would you like this typed on company or personal stationery?
5. Local mail pick up is at 3:00, but if you prefer, I will contact a private delivery
service.
6. Since this is too large to send it as a letter, I will send it as a parcel.

3. Preparing Letters, Incoming

Model Dialog
A: What would you like me to do with todays mail Maam?
B: Please bring it to me now; I have been waiting for some
important mails.
A: Here it is. Personal mail is in the first bundle, bills in the second
and receipts in the third. I have opened all the envelopes except
the personal mail.
B: Fine. Thank you. Werent there any orders today?
A: There aren't, I have already forwarded them to the mail room.
B: Very good. That will be all for now. Ill call you if I need your
assistance.

Other Useful Expressions

1.

A telex message from Seoul has just come in.

Shall I get it for you?

2. Excuse me, but Mrs. Aims has requested a personal

reply to her letter.
3. She has a few questions she would like to be answered.
4. Would you like me to send replies to any of todays letters?
5. Sir, a parcel has just arrived for you, shall I bring it to your office?
6. Im sorry to bother you, but the postman requires your signature
for the proof of receipt. It seems to be a registered letter.
7. Shall I hold your business mail while you are away or process the
letters myself?
8. Would you like me to forward your mail or hold it here?

4. Presenting Information
(Documents, Newspaper Articles, etc.)

Model Dialog
A: Mr. Kim, Would you please bring me the Dodd file?
There is some information I need to check.
B: Here are the documents related to the merger.
These are photocopies, but if you would like the originals,
I could bring those too.
A: No, that wont be necessary, but I also need some of the correspondence
weve carried on with him.
B: Here are all the letters we sent to Mr. Dodd from 1982 to the present.
A: Fine, but if I remember correctly, he wrote all his letters in German.
B: That is correct, Sir, but translations for each are attached.

Other Useful Expressions

1. Here are the files you requested, Sir. I am afraid the file on Mr. Adams
is missing.It might be over in the Accounting section. Shall I call and
check?
2. These are all the articles you requested on Brody case, arranged by date
3. Articles from local newspapers are in this folder and articles from out
ofstate newspapers are in this one
4. The third folder contains a few related magazine clippings.

5. Would you like me to get a copy of the Sears Account?

5. Planning a Meeting, Trip

Model Dialog
A: Yes, Ms Hong, is there something you would like to tell me?
B: I came to remind you, Sir, that a meeting is scheduled at 2:00 this afternoon.
The Vice President would like you to report about this departments earnings
for the last quarter.
A: Oh, thats right. I almost forgot.
B: Would you like to hold the meeting here or in the conference room?
A: Lets use the conference room. This is rather important information.
B: All right, Sir. Ill make the arrangements. Where the guest shall be received
before the meeting starts?

Other Useful Expressions

1. I will check on the availability of the conference room for that day and if it's
available at that time, I will reserve it.
2. Would you any audio-visual equipment present? Do you need a microphone and
speakers, overhead, slide or movie projector, or cassette tape players?
3. Would you like a lectern for the presentation?
4. I will arrange an interpreter to be present
.
5. Folios will be prepared for the attendee and left by their name cards on the
conference table. What time would you like refreshments served?
6. Travel arrangements and lodging for your trip have been confirmed. I left a
schedule and the tickets on your desk this morning.
7. Ive already called for a taxi to pick you up at the entrance. It should be here in
ten minutes or so. The guard will call when it arrives. Is there anything else you
need to done in the meantime?

6. Office Procedures
Model Dialog
A: Ive just finished placing all those telephone calls you requested.
What would you like me to do next?
B: Have you finished taking care of those contract agreements?
A: The documents you requested have already been collated and sent
over to the finance Director.
B: Fine, that takes care of everything for the moment.
A: Then, if theres nothing else you would like me to do,
could I take my lunch break a little early today? Im planning to
sort last years receipts before the closing time.
B: Yes, go ahead. Have Mr. Lee watch your desk for you until you get back.

Other Useful Expressions

1. Im afraid we are out of B-4 size copy paper. Shall I order some?
2. Mr. Kim will give an address during todays morning assembly. May I turn on my
telefax machine after that?
3. There was a call for you from Mr. Jackson an hour ago, but he said it wasnt urgent.
4. Theres a memo on your desk.
5. Ive cleared your desk and prepared this afternoons reports for you to read..
6. Im scheduled to use the word processor from 9:30 to 11:00, so if its alright with you,
7. Ill type the report right after you're finished. I think Ill be able to finish it before
lunch.
8. Id better file those invoices before something happens to them. If you dont need me
for anything else, Ill take care of them now.
9. The Director would like to see you whenever you are free.

7. Servicemen, Repairmen

Model Dialog
A: Are you here to fix the air conditioning equipment?
B: Yes, would you show us where it is?
A: Please follow me. Ill take you there and describe the trouble were having with it.
B: Okay.
A: Id like to ask you to be as quite as possible until noon. We are having an
important meeting this morning.
B: I understand. I doubt if well have to do anything that will make much noise.

Other Useful Expressions

1. Please leave your tools in this area.
2. Ive also been asked to tell you that we must have this work finished by tomorrow.
3. Let me show you where the fuse box is in case you need to shut the electricity off.
4. If you need to wash up afterwards, please use this room.
5. Heres our warranty. Its valid since we just bought this a couple of months ago.
6. The boss would like to know how long it will take you to make the repairs.
7. We would like that equipment reinstalled over here and checked when youre
done.

8. Government Official
Model Dialog
A: Were all honored that you could attend, Mayor Witty.
B. Thank you, the pleasure is mine.
A: Shall I escort you to your seat?
B: Yes, Please, but since its still a bit early, why dont you show me where you plan
to build that new research center?

Other Useful Expressions

1. Good afternoon, Governor. If you and your party would come this way, Ill
take you to the Presidents office. Hes waiting to receive you there.
2. Im pleased to meet you, sir. Im here to assist you with anything you might
need.
3. As you know, sir, we also have a parliamentary system of government similar
to yours.
4. I will show you our business documents to help you conduct your audit.
5. Ive been asked to give you our accounting information, so that you can assist
us in filling out our tax forms.
6. This file contains all receipts from sales listed in the general ledger, while this
one contains customer information.
7. If you could tell me specifically what you would like to see for the audit, Ill
take it out for you.
8. If there is anything else you need later, please call and we will bring it down
to the City Tax Office.

9. Giving Tour, Guiding

Model Dialog
A: Shall I start the tour now. Mr. Lee?
B: Yes, all the visitors have arrived. Dont forget to concentrate on the
communications center. Most of todays group are from our foreign affiliates.
A: I see, but Im afraid I wont be able to answer any technical questions on how
it operates.
B: I dont expect you to. Just refer questions you cant handle to Mr. Lee.

Other Useful Expressions

1. Good afternoon, ladies and gentlemen. My name is Kim Ouk Rai. Ill be
accompanying you on todays tour as your guide. If you have any questions as we
go along, please dont hesitate to ask.
2. The tour will start here in the head office, where we will visit the Presidents
Office and computer room. When we finish, about one hour from now, well
board a microbus in front of this gate and go to the Obayashi plant, where most of
our production is done. We should be there for about two hours.
3. After that, well return here, a little before five oclock. Then, if you feel up to it,
wed like to invite you to join us for dinner in the reception room. This way
please.
4. This is our communications center. That small computer terminal to your right
keeps us in 24-hour a day contact with all our overseas branches and relays
incoming messages to their correct locations. Delivering a ten-page letter to one
of our domestic offices from anywhere in the world can be done in less than thirty
seconds.
5. This is our communications chief, Mr. Kim. Hes an expert on keeping everything
running smoothly, the President says we couldnt function without him.
6. In regard to your question, Im not exactly sure myself, so lets ask Mr. Lee if he
can tell us.
7. Well, this just about completes our itinerary for today. Do you have any questions

10. Offering Drinks, Food

Model Dialog
A: While you are waiting, I will get you something to drink. Would you prefer
coffee, tea, or green tea?
B: Well, I usually drink coffee, but since youre probably rather busy, why dont
you make whatever is easiest for you?
A: Its no trouble at all, sir. Ill be back in a minute.
B: Thank you. Thats very kind of you.
A: Here you are, sir. This is the cream and this is the sugar. If theres anything
else youd like, please dont hesitate to ask.

Other Useful Expressions

1. This is what we call a Mulsookon. Its a warm towel you can use to
refresh yourself.
2. This is Korean cake we usually eat along with our tea. The small wooden
knife can be used to cut and eat it.
3. Since this is lunchtime. Allow me to take you to our cafeteria.
4. Ive brought a boxed lunch for you. Would you prefer to use chopsticks
or knife and fork?
5. If you like Korean cooking, Ill bring you some Bulkogi.
6. If that doesnt appeal to you, we also have sandwiches. Which would you
prefer?

11. Giving Comforts (toilet, medicine)

Model Dialog
A: Do you feel alright? You seem a little pale. Would you like to lie down for
a while?
B: Yes, I think I had better. I dont feel very well.
A: Please let me call a doctor for you.
B. I would appreciate that
A: Someone will be here to take care of you in no time. Is there anything youd
like me to do in the meantime?

Other Useful Expressions

1. While you are waiting, let me tell you about our facilities. We have a newspaper
rack over there and a number of magazines on this table. However they are all
written in Korean.
2. The restrooms are around the corner in the hallway.
3. You would probably like to freshen up after your trip, so let me show you where
the washroom is.
4. I apologize I didnt warn you about the heavy rain we have at this time of year.
Please give me your jacket and Ill dry it off for you while youre talking with Mr.
Lee.
5. No, please, its no trouble at all.
6. It sounds like you have a cold. Let me get you some medicine. Its good for colds
or allergies.
7. Oh dear, youve got a cut on your hand. Let me get you some antiseptic medicine
and bandages for that.

12. Special Assistance

Model Dialog
A: Hello, Mrs. Fairchild, welcome to our office. My name is Min Sook, I will be your
interpreter during your visit.
B: Hello Min Sook. Please tell Mr. Lee Im honored to visit your company. Whats he
saying?
A: Hes welcoming you. Hes using honorific Korean in order to show his own
humility and the importance of your visit to our company.

Other Useful Expressions

1. If it is alright with you, Ill translate what he said into English.

2. I can speak a little English. Would you like me to translate that for you?
3. Mr. Lee just made a joke about the condition of the factory. He said he was
unbelievable that soap plant could be so dirty.
4. He is using an unusual northern dialect, which is why everyone is laughing.
5. Its difficult to translate that word directly into English ; its an expression we
customarily use to start a meal. It means something similar to lets have this.
6. Let me paraphrase what he said.
7. Im sorry, but Im not familiar with the term spandex.

8. Since it seems important to this discussion, could you explain what it means
before I translate what you said?

13. Giving Directions

Model Dialog

A: Excuse me. Im a bit confused. Which way is the exit?

B: Go to the end of this hall and all the way down the stairs. Youll find the main
exit there.
A: Thank you.
B: Youll also find a reception desk there if you need any more directions.
A: Good. Ill also need to know how to get to the post office.

Other Useful Expressions

1. Youll find a post office on the left hand corner of the next street. Look for a red
T
with a bar over it. The mailbox is also red.
2. You would like to know how to get there the fastest way or the easiest-toremember way?
3. Im not sure how to get there myself, but I think you could find out over there.
The red light means that is a police box.
4. If you dont mind, Ill take you there myself.
5. Its not far but its a little hard to find
6. Here you are. Thats it across the street.
7. Is there anything else I could help you with?
8. Let me draw you a simple map. This arrow shows which direction is north.

14. Explaining an Itinerary

Model Dialog
A: Could you tell us again what time you would like us to be at the meeting?
B: We would like everyone to assemble in the conference room at nine oclock.
A: I am not sure all of us will be able to attend. Do you require advance
notification if we cannot come?
B: Yes sir, if you cannot be present on that date, please notify us at least one
week in advance.

Other Useful Expressions

1. Before we start todays program, I would like to give you a general outline of
our itinerary.
2. If you have any questions on the details as I go along, feel free to ask.
3. The ceremonies will begin at a quarter past nine with a song by our Glee
Club.
4. After that, an opening address is scheduled to be given by the President.
5. A buffet lunch will be served at one oclock.
6. The afternoon will be used for committee meetings and special presentations.
7. Any last minute schedule changes will be posted near the main entrance.
8. At the end of todays proceedings, a bus will be available to take you back to
your hotel.

15. Sending Someone Off

Model Dialog
A: Please allow me to escort you to the entrance. A limousine is waiting for you.
B: Thank you. Ive truly enjoyed my visit. Im glad I could meet all of you. You were
very kind and helpful.
A: Im sure all the staff was very glad to meet you, too. It was exciting for me.
B: Well, thank you. Ill bring you a souvenir the next time I visit.
A: Thats very kind of you, sir. By the way, Mr. Lee would like to present you with this
email memento and brochure to remember your visit by.

Other useful Expression

1. Please follow me, Ill guide to you to the exit.
2. It was great pleasure for me to meet you. Please visit us again
3. Mr. Lee would like to express his gratitude that you could find the
time to visit us today.
4. If you need any more information, do not hesitate to call us again.
5. Did you drive here today, or would you like me to call taxi for you?
6. A bus to the train station stops in front of the main gate three times an
hour.
7. If you could wait for about ten minutes, Mr. Lee will give you a ride to the
station.

II. TELEPHONE

1. General Greetings
Incoming

1. Semi conductors Department, Miss Lee speaking.

2. May I help you?
3. May I ask who is calling, please?
4. Just a moment, please, Ill see if he is available.
5. Im sorry, but hes not available at this time. Shall I have him call you back later
this afternoon?

Outgoing
1. Hello, this is Bonelle Electonics, semiconductors Department.
2. Would you please connect me to Mr. Lee in the Accounting Section?
3. Could I please speak to Mr. Green?
4. Is this the Andrews residence?
5. Good afternoon, Im calling from Bonelle Electonics to inquire as to whether you
will attend the Resistors Conference or not.

2. Information (inter-co)
Incoming

1. Director Kims office, Chung Min Sook speaking. May I help you?
2. Could you please be more specific on the approximate date if when that
purchase was made?
3. Whats the spelling of his family name?
4. Just a moment please, Ill get that information for you.

5. Hello again, I have the file before me, what specific information would you
like me to give you?

Outgoing
1. Hello, Im calling for Mr. Lee Bong Gu from the ordering Section.
2. He would like some information on the Pan-American Airlines account.

3. He needs the specific dates of their orders that were placed last month.
4. That information is not available? Then, could you tell me when the
invoices were dated?

5. Thank you very much, Ill pass the information on to Mr. Lee and
contact you again if there is anything else he would like.

3. Information (extra-co.)
Incoming

1. Bonelle Electronics, Mr. Lees office, Miss Chung speaking, Could I help
you?
2. Just a moment, please. Let me check with Mr. Lee to see if that information is
available. Could I ask what you need it for?
3. Im sorry, but we are not allowed to release customer information of that
nature. You will have to contact them directly.
4. Yes sir, we do produce that type of micro-transistor. Shall I send you a
brochure describing that product?
5. Youre welcome. Is there anything else I can do for you?
Outgoing

1. This is Mr. Lees secretary calling from Bonelle Electronics. We have just placed
and order with your company and we would like to get some information on your
servicing policy.
2. We ordered a copy machine from you yesterday. Would you like the model
number?
3. Our number is 333-2121, extension 456. Please ask for Miss Chung Min Sook in
the Semiconductors Department.
4. Thank you. Please have him call me as soon as he returns to his office.

5. Yes, we would like to have a copy of the warranty sent to us, but we need some
specific information today. Can you connect me with someone who can give me
that information over the telephone?

4. Directory Assistance
Incoming
1. Kumpung Appliances Incorporated, may I help you?
2. Hold on, please. Ill connect you to the Overseas Division Office.
3. Im sorry, Mr. Levi is out now. Is there anyone else you would like to talk to?
4. Im sorry, but for that information you should call the Radio Department. The
number is area code 216, 256-5117.
5. Mr. King is no longer working in this office. Hes been transferred to the Lincoln
Service Center, extension 4113. Hold on for a moment and Ill reconnect you with
the switchboard operator.

Outgoing

1. Directory Assistance? Could you please give me the telephone number of Mr.
James Cannon?
2. It is a new number, so it isnt listed in the telephone book.
3. There are two James Cannons? Please give me the listing for Tower Road.
4. Overseas operator? I would like to place a personal call from Mr. Lee Bong Gu to
Mr. Miles Darby in Lancaster, England. The number is.
5. Would you please connect me to the El Paso, Texas directory assistance?

5. Services

Incoming
1. Faxpro Incorporated. May I help you?
2. I see, could you give me the model number of that unit and the approximate
date you purchase it?
3. Could you describe the problem you are having with it?
4. How long has it been like that?
5. All right, although your warranty has already expired, well send a repairman out
as soon as possible.
Outgoing
1. Hello, may I speak to somebody from your service department? Im
calling from Faxpro Incorporated.
2. We are having problems with one of the video-tape players we purchased
from you.
3. Although we can get a picture from it on our television set, there is no
sound.
4. Yes, we have tried a number of other video tapes, but none of them
worked.
5. Thank you, If possible please send someone out to look at it this afternoon.
We need to use it in a meeting tomorrow.
6. Hello, may I speak to your service department? Im calling from Faxpro
Incorporated.
7. We are having problems with one of the video-tape players we purchased
from you.
8. Although we can get a picture from it on our television set, there is no
sound.
9. Yes, we have tried a number of other video tapes, but none of them work.

6. Invoice Information

Incoming
1. Hartland Incorporated, Miss Chung MinSook speaking. May I help you?
2. Let me repeat your request to see if I have it right. You would like to know what
parts the second and third items on the invoice sent with your May 16th order refer
to. Is that correct?
3. One moment, please. I will check the files.
4. The second item, listed as AM-3321, refers to the cooling fan. The third item,
listed as PA-01, refers to the power adapter necessary to run the cooling fan. Do
you have any other questions?
5. Payment is due on the 10th of the month for all invoices issued before the 21st of
the preceding month. Youll find this deadline for payment in the top righthand
corner of the invoice.

Outgoing

7. Good afternoon, I am Chung MinSook, Mr. Rosas secretary, calling from

Hartland incorporated. I have a request to our October 2nd order of folded
cardboard boxes.
8. On that date we ordered three gross C-3033 cartons.
9. We would like the invoice for this order sent in triplicate.
10. I am calling with a question about the invoice enclosed with our order. Under
quantity ordered you have 5 minutes written, when actually, we only ordered
and received 4 units. I believed we were overcharged.
11. If I understand you, you would like the yellow copy of the invoice returned with
payment while we can keep the blue one. Is that correct?

7. Goods

Incoming
1. Yes, maam, we will sell a number of microwave oven types. What exactly
are you interested in?
2. Our microwave ovens for home use run from one thousand to two thousand
dollars.
3. The cheaper models have only one temperature setting, but all are provided
with timers.
4. What price ranges are you interested in looking at?
5.

Thank you, maam, if you have some free time tomorrow, well send one of
our salesmen over with a demonstration model.

Outgoing
1. Hello, Im calling from Sportswear Unlimited. We are interested in
purchasing cash registers for our sales rooms.
2. We sell approximately 200 different items, so we would like registers that
could be programmed to keep sales records.
3. Actually, we were looking for something smaller and a little less expensive
than that model.
4. No, we wouldnt like to meet a salesman yet. Could you please send us
brochures for each of those models you mentioned?
5. Later, after we have collected sufficient information, we will contact you and
request a demonstration.

8. Appointments

Incoming
1. Good afternoon, Mr. Lees office. May I help you?
2. What would you like to meet him about?
3. Do you have any particular time in mind?
4. One moment, please. Let me check his schedule for next week.
5. He will be available Tuesday morning until eleven oclock. Would ten be
alright?

Outgoing
1. Hello, I am calling from Tour Service International. Mr. Lee, who will be
advising your company in setting up a conference, would like to meet
whoever is in charge of arranging transportation and present some of his ideas.
2. He plans to present a number of options for chartering buses.
3. Would it be possible to make an appointment for sometime tomorrow?
4. Then if tomorrow is not possible, what about the day after tomorrow?
5. That would be fine. Thank you very much.

9. Transportation Reservations

Incoming
1. Contel Private Air Services, Miss You speaking.
2. What time and date would you like to make this flight?

3. We have a regular executive shuttle service in a lear jet at 2:00 pm every

Thursday and Monday. I recommend one of these flights since the rates are
lower than a special charter.
4. Will Mr. Andrews be traveling alone?

5. He can pick up his ticket and pay for it at our special reception desk on the
north side of Dallas Airport.

Outgoing

1. Hello, I am calling to place air reservations for Mr. Thomas Kant.

2. He would like to fly from San Francisco to Chicago sometime tomorrow, an
early flight.
3. No. the 6:00am plight is a little too early. Do you have seats available on the
9:30 flight?
4. Economy Class would be fine. He will be traveling alone.

5. By the way, could you tell me what kind of transportation services exist
between OHare Airport and downtown Chicago?

10. Room Reservations

Incoming

1. Hello, Gastron Hotel ; May I help you?

2. Yes, we placed reservations with your hotel for two rooms on the 29th.
3. Not available? Then could you refer us to another hotel in the same area?
4. That sounds fine. Could you give me the telephone number?
5. Alright. Ill call them this afternoon and book two rooms with them. Thank
you.
Outgoing
1. I would like to know if you have any single rooms available for the nights of
October 20th and 21st.
2. I would like to place reservations for three rooms ; for Mr. Lee, Mr. Kim and
Miss Chung.
3. Kitchen facilities will not be necessary, but if possible, they would like rooms
in a relatively quiet wing.
4. There is a possibility we might need to book four rooms, but I will not know
until next week.
5. Thank you. I will call again to reconfirm their reservations on the day they
depart, October 19th.

11. Deliveries
Incoming

1. Yes, we would like the parts delivered as soon as possible.

2. Please bring them to the south side of our plant on Euclid Street. The entrance is
marked for supplies deliveries.
3. Please make the delivery at Warehouse A-2. The delivery dock is open 24 hours
a day.
4. Could you give me an estimate of what time the truck will arrive?
5. Will you need any special equipment to upload the crates with?
Outgoing

1. Hello, I am calling from Hart printing. We have finished the pamphlets you
ordered and would like to deliver them.
2. When is the most convenient for you?
3. If someone is present, we could make the delivery as soon as Thursday
morning.
4. No, that will not be necessary. We will charge you later.
5. Could you give us directions on how to get to your office from the nearest
highway exit?

12. Complaints
Incoming

1. I am sorry to hear that, sir. If you describe the problem, Ill see if
someone can take care of it.
2. No sir, I understand. We know that kind of problem can be quite
inconvenient for you?
3. Yes, maam, I will pass on your complaint right away. Please give me
your telephone number and Ill see what can be done and call you right
back.
4. Your order hasnt arrived yet? Please give me the approximate date
you made the order, the items ordered and how the payment was made.

5. Ill check our files and get back to you as soon as I can find out what
happened.
Outgoing

1. We would like to lodge a complaint with your business about your

parking habits. Your truck always seems to be blocking our entrance.
2. Could you do something about it as soon as possible?
3. Ive been informed that our company has placed three orders with
you which have not been filled.
4. Unless you take prompt action to settle this problem, we will have to
take legal action.

5. We would be very grateful if you see to it right away. Our number

is 222-9090. Please ask for Mr. Lees secretary, Ms. Chung.

13. Refusals, Cancellations

Incoming
1. We understand your position and would like to thank you for considering us.
If you change your mind, do not hesitate to give us a call.
2. I see, you wish to discontinue our services. Has there been any problem with
our agency?
3. Well, thank you for using our services. We hope the next time need this kind
of assistance, you will call us again.
4. Im afraid that is our standard price, the lowest we can offer. Please think
about it and if you decide to make the purchase after all, contact us as soon as
possible. Im sure youll be satisfied with our product.
5. You will not be able to attend our conference? Thank you anyway, Ill take
your name off the list and return your conference fee.

Outgoing
1. Im afraid we have decided that we do not need to use your Sanawash
services after all. Our own custodian can handle the job.
2. I am calling to inform you that we will discontinue your paper supply services
after this month.
3. No, we are not interested in subscribing to your journal. It is not really
necessary for our type of operation.
4. Im sorry, but our Director has decided not to make any more equipment
purchases for the rest of the year. We will contact you again if we need that
type of equipment at a later date.
5. Im calling to inform you that Mr. Chung, from General Motors, will not be
able to attend the party after all.

14. Acceptances
Incoming

1. Thank you very much, Mr. Jones. I will inform our sales staff immediately. If
there is anything else you need, do not hesitate to contact us.
2. Yes sir, well send someone over today with a contact.
3. Youll be attending the conference? Very good. How many people will be in
your party?
4. Do you need any assistance in arranging transportation or booking rooms?
5. Fine, well be looking for you at the conference. If possible, please try to
attend the opening address. Mrs. Lee has a special announcement Im certain
your firm will be interested in.
Outgoing

1. Im calling to inform you that we have decided to make the purchase. How
soon could it be delivered?
2. Yes, Mr. Hart is interested in meeting one of your salesmen. He would
also like to see some samples at that time.
3. Yes, we are interested in leasing one of your machines. Let me give you
the name and number of the person at this office to talk to.
4. Im calling to let you know that Mr. Lee from Trimco Incorporated will be
attending your convention.
5. He will be accompanied by two other members from our Department, Mr.
Lane and Ms. Ford.

15. Thanks

Incoming

1. Hello, Miss Chung speaking.

2. Well, thats very kind of you. Ill pass your thanks on to Mrs. Jeninngs ; Im
sure shell be very happy to hear your regard for her work.
3. Not at all, thank you very much. We are glad we could have been of service of
you.
4. Thats very kind of you. Ill tell Mr. Kim that you were pleased with the gift.
5. You are very welcome, Mr. Trent. We consider you a very special customer.
Outgoing

1. Im calling to let you know that we received the special parts we ordered and to
thank you for going out of your way to locate those for us.

2. Mr. Kim would like to let you know that he was very pleased with your prompt
action.

3. Im calling to give our thanks for sending us that information. If there is anything
we could do for you in return, please let us know.

4. Mr. Fernwood would like to thank you for the invitation. He plans to attend if he
can work it out with the Head Office.

5. Im calling to thank you for the gift. Mr. Kim is out on a business trip, but Im
sure he will be very pleased when he returns.

16. Congratulations and Goodwill

Incoming

1. Thank you for your call. I am certain Mr. Kim will be very pleased with
your thoughtfulness.
2. Hello, Mr. Kent. Im sorry, but Mr. Horward is out now. Can I take your message?
3. Oh, thats very kind of you. Ill pass on your congratulations to him as soon as he
gets back. Im sure he will be very happy to know youve been thinking of him.
4. Thank you very much, Ms. Fermi. If you can hold on for a moment, Ill connect
you to Mrs. Chung and you can tell her yourself.
5. Yes sir, this will be the 20th anniversary of our business. Mr. Kim is out now, but
Im sure he and everyone else here appreciate the excellent service you have
given us. In fact, I can remember a number of times that Mr. Kim has singled out
your organization as a model for the rest of the staff.

Outgoing

1. We just heard that you have established a new office for your services. Im
passing on the best wishes from our Department for your success in this
venture.
2. Mr. Kim asked me to call and give his best wishes for your marriage. He would
have made the call himself, but hes at home with a cold.
3. Im just calling to let you know that everyone at this office wishes you the best
of luck in your new business venture.
4. Im calling for Mr. Gladstone, whos in Africa on a business trip. He asked me
to pass on his warmest congratulations for your tenth anniversary and
apologies for not being there.
5. Hello, this is Chung MinSook from the office. We all want to congratulate you
on your new baby boy. We hope that youll bring some pictures of him for us
when youre able to come back to work.

17. Sympathy

Incoming
1. Thats a very kind gesture, President Mantois. Mr. Kim is feeling much better
now. He said he will be out of the hospital by the end of this month. Ill let
him know you called
.
2. Im afraid he is still under intensive medical examination in the hospital.
Would you like me to call you and let you know his condition when we find
out?
3.

Fortunately, it was nothing serious. He will be back in his office next week.

4. Thank you for your condolences, but Mr. Grand had a relapse last night and
passed away at nine oclock this morning in Tripler Hospital. Services will be
held on Saturday.

5. Yes, our Weston Plant was destroyed by a fire, but we hope to transfer their
production to our Heathfield Plant. We will still be able to fill our orders.

Outgoing
1. This is Chung MinSook, Director Kims secretary, calling. We were
wondering if you have heard how Mr. Lee was doing after his accident
yesterday.
2. Oh, thats terrible. Do you know if he is in any serious danger?

3. Well, thats good to hear. How long will it take take him to recover.

4. Well, please pass on our best wishes for his health. Were all sure that a
person like with determination and vitality will be back on his feet and
back to normal in no time.

5. We heard that one of your factories was damaged by flood. We would like
to pass on our sympathies but were also wondering how this would affect
the production and if there is any way we could help.

18. Legal Assistance

1. Mr. Kim would like to request your services in registering a patent.

2. Could you refer us to a lawyer experienced in handling copyright
infringements?
3. We need the services of an authorized Notary Public.
4. We would like to draft a legal document transferring some of our holdings
to another company.
5. We need an attorney to prosecute a lawsuit for one of our clients.
6. Could you send us your credentials?
7. Could you give us some legal advice on a pending court case? It involves
an international credit claim.
8. We would like to file a legal document acknowledging transfer of
ownership.
9. We are being advised by our legal counsel to settle out of court.
10. We were unaware that offering bonuses to our employees violated tax
regulations.

19. Utilities

1. We would like to have an additional telephone installed in our office.

Would you please transfer my call to your customer service
department? We are having some problems. Would you please connect
me to your maintenance office?

2. I am making this call about problems with our electrical supply.

3. We are having trouble with our telephone connection. Could you send
someone out to look at it as soon as possible?

4. Something is wrong with our water. It is discolored and has strange

smell.

5. For some reason our gas supply has been shut off. Could you give me
information on the reason for this?

6. We would like to discontinue our current telex connection.

7. This is an emergency. We need a serviceman to come out and make

repairs immediately.

8. Could you please tell me the nearest location we could pay our electric
bill in cash?

9. We would like to upgrade our telephone service to push-button

telephones.

20. Telegram

1. Hello, I would like to send a telegram to Seoul, Korea.

2. The telegram message contains 14 words, 72 letters and spaces. Are you ready to
receive it?
3. Please send it to Mr. Lee Boong Gu, Seoul Bank, Myongdong Branch.
4. He has a registered cable address.
5. The telegram is being sent to Mr. Paul Kline from Greenwood Advertising
Agency.
6. Please send it as an urgent telegram.
7. Could you give me the approximate local Seoul time it will be received?
8. Could you give me the charges for that?
9. I would like this sent as a Deluxe Telegram. It is a message of congratulations.
10. Could you give me your Ordinary Telegram rates for Sydney Australia?

21. Banking, Foreign Exchange

1. Good afternoon. I am calling from Weintraub Securities to get some

information on exchange rates for one of our clients.
2. Could you give me todays opening and current dollar to won exchange
rates?
3. Could you give me some figures on how consistently the yen has been
strengthening against the U.S. Dollar since the beginning of this week?
4. I would also like to know what commission you charge for purchasing Italian
Lira.
5. Does your bank sell American Express Travelers Check?
6. We have a registered check written by the Bank of London British Sterling
Pounds. We would like to know how long it will take to have it cashed,
transferred into won and added to our savings account.
7. We would like some information on the long-term savings plans you offer
and their corresponding interest rates.
8. Is that interest compounded daily, quarterly or yearly?
9. We would like to open a checking account for our business. Could you please
tell me how much deposit we must maintain to collect interest?
10. Our business would like to invest some of our capital in bonds and the money
market. Could you please send us information on what investment plans you
offer, especially those that are tax discounted?

22. Foreign Trade Payments

1. I would like to speak with someone in the International Section concerning

Letters of Credit basis. I have a few questions and I wonder if you could
answer.
2. One of our clients wants to deal with us on a Letter of Credit basis. I have few
questions I hope you could answer.
3. What is the difference between revocable and irrevocable Letter of Credit.
4. I see, so then an irrevocable Letter of Credit is safer because, it is provided
that the seller fulfills the terms of agreement and the payment for the goods
are completely guaranteed by the issuing bank. Is that correct?
5. I would like to know what types of Letters of Credit your bank issues and
under what requirements.
6. The reason we havent placed an order with your company recently has
nothing to do with the service we have received, it is due to problems we have
been having with foreign trade payments.
7. Recently currency fluctuations have been drastically affecting our companys
profits.
8. Our total trade utilizing export Letters of Credit has increased in dollar terms
but decreased when calculated in yen.
9. For this reason, we have been reluctant to place any large orders until the
exchange rate stabilizes.
.

23. International Operator

1. I would like to place this call to the following number.

2. I would like to place this call collect.

3. Since it is Sunday here and Monday in Korea, will the Sunday discount rates
apply?
4. Operator, I would like to have an information on how to dial overseas calls
directly.
5. The international access code is 001, plus the country and the area code. The
number is 936-8771.
6. Please notify us when three minutes have passed.
7. Operator, could you reverse the charges on that call?
8. We would like to place a conference call to the following numbers.
9. Im sorry, operator we had a bad connection. Could you place the call again?

10. Operator, please ring us back afterwards and tell us the charges on this overseas
call.

24. Stocks and Securities

1. We would like to establish an account with your office, could you give us
some information on how to do that?
2.

Our current broker is Mr. Giles from Giles and Lane Inc.

3. Please send us a stock performance summary showing what the company has
done over the last five years.
4. It is listed on the New York Exchange as an over-the-counter stock.
5. We would like to trade that stock at a purchase price of sixteen and a half and
a sell at eighteen.
6. Could you give us information on dividends were paid and stocks were split
in the last two years?
7. Mr. Lee would like to know the opening and current prices of United Concrete.
8. What is you prediction for market performance for the coming week?
9. Today, the Dow-Jones average went down 3 points.

10. Please give us suggestions for a good price to purchase that stock at. We
would also like to have some information on buying it on margin.

25. Secretary Services

1. Good afternoon, we would like to contract two stenographers for the coming
week. Can your service help us?
2. We are an import-export company, so someone with experience in this area
would be best.
3. We are having a conference and would like to transcribe the proceedings.
4. Please give me information on their previous experience?
5. Could you give me summaries of their previous experience?
6. We will need them from nine to five, Monday through Friday.
7. We will train them in their duties on Monday; the conference will be held
from Tuesday.
8. We would like you to provide us with a switchboard operator from now until
the end of the year.
9. Could you send us a copy of your services contract and information on rates?

10. Could you locate an interpreter for us? We need someone who can translate
French into either Korean or English, preferably Korean.

26. Emergency

1. Please send an ambulance to 221 Wildwood Avenue immediately! One of our

employees seems to have had a heart attack.
2. A man in a dark blue suit will be waiting for you at the entrance. He will show
you where to bring the stretcher.
3. Brighton Fire Department? A small fire has just started at 221 Wildwood Avenue,
Bane Machine Parts Company. Please send a fire engine immediately!
4. No one has been injured, but the fire is out control.
5. One of the cooling unit pipes has burst and water is pouring out all over the roof.
6. Our maintenance team is trying to turn the water and electrical supply off now,
but could you please send us an engineer immediately?
7. Hello, Fairview Police Department? We would like to report a burglary.
8. It occurred sometime last night. Our Accounting Office was broken into and 2000
dollars were stolen.
9. I understand, we plan to contact our insurance agency immediately.
10. The security guard was on the premises, but apparently the robbery occurred just
after he went off duty.
1.

27. Financial Problems

1. I am calling to let you know that your payments are to months behind schedule.
Do you have a problem we could help you with?
2. I am afraid your credit references were not accepted by our Accounting Section.
We would like you to make the payment in full before shipment.
3. As your house and property is already mortgaged, we cannot offer you credit.
4. I am calling to notify you that you have gone over your credit limit. If you wish to
increase the amount of credit you are allowed, we will send you an application
form.
5. I am calling to let you know there were insufficient funds in your bank account to
cash the check you sent us. Furthermore, the credit card you gave us the number
for expired two months ago.
6. Unless you complete those overdue payments before the end of this month, we
will be forced to discontinue our services.
7. We plan to take legal action unless the payment is made in full.

8. The automobile you purchased from us was repossessed because you failed to
make payments on it.

9. I am afraid we cannot accept payment in that currency.

10. I understand your problem, Mr. Slowpay, but our invoice clearly states our policy

28. Switchboard Operation

1. Texton Fabrics Limited. May I help you?

2. Do you know the extension number or the name of the party you would like to
speak to?
3. On moment please. Ill check the directory.
4. Im afraid that name is not listed here, let me connect you to that office. Maybe
someone there can help you.
5. I am afraid that line is busy. May I have you name and number, please? Ill have
someone call you back as soon as the line is free.
6. Would you like to leave a message?
7. I will put you on hold while I check to see if Mr. Thompson is in.
8. The number you wish to dial is (02)714-6275 in Korea. Please hang up and I will
call you back when connection is made.
9. Im sorry, that number is not in service at this time. It has been changed to 8880234.
10. I am afraid we cannot place your call through at this time. Please call back and try
again later.